CarMax , Inc.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is a lie.  I did not accept the offer of reappraisal and there was no appointment made.  [redacted] offered me a structural analysis by Carmax...with a wink wink reappraisal.....why would I trust them to give an honest analysis now????  They lied and continue to lie.  I'm thinking they have no clue about the structural fitness of this car or any car they sell and want to wash their hands of this deceit before it is made public.  [redacted] also told me that a high percentage (he gave me the number it was over 80%) of their vehicles sold receive paint and parts such as this and it is considered cosmetic and they do not feel obligated to disclose this information prior to selling these vehicles. 
Regards,
[redacted]

8">                                     ...⇄ February 23, 2015
 
Via Electronic Mail
 
[redacted], Operations Team Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
Re: [redacted]
 
Dear Ms. [redacted]:
 
I am writing in response to your letter which forwarded the complaint of [redacted]. On August 26, 2014, Mr. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of [redacted] IL.  In her complaint, Ms. [redacted] is requesting that CarMax pay for the cost of the engine replacement.
 
On or about February 9, 2015, CarMax of [redacted] spoke to Ms. [redacted] about her engine concerns.  Ms. [redacted] stated that she had put 8,000 miles on the Vehicle in five months and hadn’t changed the oil.  After reviewing Ms. [redacted]’s concerns, it was recommended by CarMax for Ms. [redacted] to reach out to ** Customer Service as the Vehicle has a 5 year/100,000 powertrain coverage.
 
Ms. [redacted] later informed CarMax that ** had agreed to pay half of the engine replacement.  Ms. [redacted] asked that CarMax pay the other half.  CarMax confirmed by receipt that Ms. [redacted] had an oil change.  CarMax management revisited the Vehicle history and as a goodwill gesture agreed to pay $2,500 for the engine replacement.  CarMax let Ms. [redacted] know that she would be receiving the $2,500 within 10-14 business days.
 
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext [redacted].
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We not agree with carmax offer. That's not true. About the car has no accident. The car has accident in 2010. Before they sale it to us. Also due to this incident carmax send us to collection affection my wife and myself credit report. We want carmax to fix the issue. But we not agree with then. We really want carmax to do something for us. 
Regards,
[redacted]

December 4, 2014
Roman"> 
[redacted]
Revdex.com
[redacted]
 
RE:  [redacted]
        [redacted]   VIN [redacted] (“the Vehicle”)
 
Dear [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of[redacted] (“CarMax”) on 08/06/20145.  [redacted] is requested in her complaint that CarMax fix or replace her vehicle.
 
After repeated attempts to reach [redacted], CarMax was able to speak with her on 12/02/2014.  At that time, [redacted] stated that she needed a manual for the vehicle and was unhappy because she was not able to bring the Vehicle in for an oil change without an appointment.  CarMax has ordered a manual and completed the oil change.
 
CarMax appreciates the opportunity to respond to this complaint.  We consider the complaint resolved. Please call me at ([redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

Roman';">                                  ...⇄ February 20, 2014
Via Electronic Mail
[redacted]
Revdex.com
[redacted]
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. On July 30, 2012 [redacted] purchased a [redacted] (the “Vehicle”), from the CarMax of [redacted].  In his complaint, [redacted] is requesting CarMax to buy back his vehicle because the Vehicle was in an accident prior to purchase. 
CarMax of Gulf [redacted] has looked at the Vehicle at least two times with [redacted] and no frame damage was found.  CarMax of [redacted] did review AutoCheck and customer’s copy of the [redacted]. CarMax let [redacted] know that we will not sell a vehicle that has frame or flood damage.  CarMax of [redacted] also offered [redacted] the option of taking the Vehicle to get a second opinion at CarMax’s cost.  [redacted] did not contact CarMax to schedule this appointment.
CarMax appreciates the opportunity to respond to this complaint. CarMax is still willing to get [redacted] a second opinion on the structure of the Vehicle.  [redacted] can call the store’s [redacted] at [redacted] to set up that appointment.  If you have any questions, please call me at [redacted], ext [redacted].
                                   
Sincerely,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The service manager I first dealt with tried using the 30 day warranty thing against me as well. I spent an extra $1200 to purchase the CarMax extended warranty upon purchasing the car. That EXTENDS the warranty for 5yrs 100k miles. So if I use CarMax's logic, then I'm well within my warranty and all should be covered. Regardless, what does it matter? The problem exits regardless of warranty, and has so since day 1. That is just a tactic they are hiding behind, which has now been proven invalid, not once but twice. Furthermore CarMax DID NOT perform an alignment on the car. I had that done at a completely different mechanics shop. In their response they even acknowledged one of the glaring problems. No one rotated the fronts as I had asked to do multiple times. I made it more than clear that by doing so the full extent of the issue would be shown. I have the tires in the position they are currently in FOR MY OWN SAFETY. They also claim they did not detect a pull. They drove my car less than a mile. LESS THAN A MILE. 3 different test drives, all equalling less than a mile. What are you going to find out in such a short distance? That is not far enough to drive on any of the local freeways, where the speeds cause a bigger issue. Something else I pointed out multiple times. I have to wonder why when driving, the car clearly goes to the right if I take my hands off the steering wheel. Doesn't matter which road or which lane (so the claim of road crown I've heard from them is also invalid). Swap the tires and suddenly that pull becomes much more drastic and suddenly goes to the left. Weird how that changes when there's supposedly no issue with anything. It comes down to this. The car should not have been sold with the tires that are on there. Rotating them negatively impacts the driving of the car in a very serious manner. As I've stated over and over and over again, if someone from CarMax would just listen and simply swap the front tires and then drive the car, they would see the seriousness of the problem. Instead they continue to ignore the issue and purposely avoid diagnosing my car in a manner that would make the issue impossible to ignore. If there is no problem do they refuse to swap my tires and then drive the car? Now I'm stuck with a bad set of tires that I probably shouldn't be driving on, and can not rotate because it makes the car dangerous to drive. So now I have to pay to have them replaced... on a car that was purchased in October. I am honestly taken back by CarMax's continued business tactics in regards to standing behind selling a car that can potentially be dangerous to drive, all do to their negligence.  So until new tires are on this car the issue they refuse to acknowledge, let alone address, will continue to exist.
Regards,[redacted]

July 31, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mr. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about July 18, 2015
at the CarMax store located in [redacted] (“CarMax”). 
According to our records, CarMax has been in communication
with Mr. [redacted] to address his concerns and provide assurance that the Vehicle
is fixed correctly and professionally. 
It is CarMax’s goal to provide the most exceptional service possible to Mr.
Castano.  CarMax cannot guarantee that
the Vehicle will perform without any future issues; however, CarMax welcomes
the opportunity to continue to work in partnership with Mr. [redacted] to resolve
any future maintenance concerns. 
CarMax is also offering to fill up Mr. [redacted] gas
tank.  If there are other concerns, Mr.
[redacted] should contact Service Manager [redacted] extension [redacted]. 
CarMax appreciates the opportunity to respond to this
complaint. 
 Please call me at [redacted], extension [redacted], if you have
any questions.
 
Sincerely,
 [redacted]

[redacted]

class="MsoNormal">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
Re: [redacted]
Dear [redacted],
Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted] (the “Vehicle”) that he purchased on or about July 8th, 2013 from the CarMax store located in [redacted] (“CarMax”).  In this complaint, [redacted] is requesting for the Vehicle to be repaired and reimbursement for the rental car and battery he purchased.
CarMax is offering to pay half of the cost of repair to the Vehicle as the settlement request as set forth in this complaint.  This will be a one time, CarMax good will gesture for [redacted]  As of July 28th, 2014 [redacted] has been contacted and has accepted this offer of resolution.
CarMax appreciates the opportunity to respond to this complaint.  Based on this offer of resolution, CarMax now considers this complaint resolved.
Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

August 6, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
class="MsoNormal">Richmond, Va.  23236
 
Re: [redacted]
 
Dear [redacted]
 
Thank you for forwarding the complaint received in your
office from [redacted] regarding the Maxcare service plan purchased
for a [redacted](the “Vehicle”) on or about March
20, 2010 from the CarMax store located in [redacted]  In this complaint
[redacted] is requesting a prorated refund of the Maxcare
coverage.
 
 
CarMax has had the opportunity to complete extensive
research including partnering with the Maxcare provider. Neither CarMax nor the
Maxcare provider has any records showing receipt of cancellation documentation
from Ms. Williams. The Maxcare plan was purchased 5 years ago and has expired.
 
CarMax appreciates the opportunity to respond to this
complaint; however, CarMax is declining the settlement request as set forth in
this complaint.
 
Please call me at [redacted], extension [redacted] if you
have any questions.
 
Sincerely,
 
 
 
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The CarMax store has responded that they will not offer assistance based on the fact that I had not had any work done to the car at the local branch in[redacted]. This is irrelevant information, as I have my service records that show that I have not added fluid to the transmission, which is the angle the business is going for. According to them, the fluid in the transmission appears to be new. This is not correct.
Regards,[redacted]

August 21, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted]
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re:  Complaint ID [redacted]
[redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on August 8, 2014 regarding a [redacted] (the “Vehicle”), [redacted], that was purchased at the CarMax store located in [redacted] (“CarMax”), on or about June 30, 2014.  [redacted] requested in his desired settlement that CarMax allow him to do a full return of the Vehicle.
[redacted] returned the Vehicle to CarMax on or about August 8, 2014 for a full return.  During that same visit [redacted] purchased a [redacted].  [redacted] returned on August 11, 2014 to do a full return on the [redacted]. CarMax processed [redacted]’s refund on or about August 18, 2014 in the amount of $500.00.
CarMax appreciates the opportunity to respond to this complaint and considers this complaint resolved.
 
Please contact me at [redacted] with any questions you may have.
Sincerely,
[redacted]
[redacted]

March 2, 2016
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted] (husband of [redacted],...

owner of the vehicle)
Complaint ID [redacted] (the “Vehicle”)
Dear Mrs. [redacted]:
I am writing in response to your letter dated February 13, 2016, wherein you forwarded a complaint from Mr. Harold [redacted] regarding the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”) on or about February 2, 2013.  Mr. [redacted] requested a disbursement of $4,600, which represents the difference in the amount that he received as an appraisal offer from a third party dealership and the amount they alleged they would have offered had the CarFax Vehicle History Report not revealed prior accident damage.
According to CarMax’s records, an AutoCheck Vehicle History Report was provided to Mrs. [redacted] Kerr at the time of sale.  This report did not indicate any prior accidents.  CarMax re-verified these details after receiving this complaint and found the same details as mentioned above.
CarMax’s records also indicate that a Sales Manager of CarMax was previously in communication with Mr. [redacted] regarding the option to re-appraise the Vehicle.  CarMax’s appraisal offers, however, are not contingent upon any additional factors.  Therefore, Mr. [redacted] would not have been required to purchase another vehicle from CarMax.
Due to the fact that CarMax was unable to determine if there were signs of impact related to damage and due to the fact that CarMax has no control over the amount offered by another dealership, CarMax is declining the settlement as set forth in the complaint.  CarMax would have been happy to inspect the Vehicle prior to it being sold and partner with CarFax or AutoCheck to clarify or correct any inaccurate reportings.  Additionally, CarMax does not guarantee accident-free vehicles, but does guarantee to not sell a vehicle with known frame or flood damage.
CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.
Please contact me at (855)562-4935 extension [redacted] with any questions you may have.
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team

February 20, 2014
 
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: [redacted]
 
Dear [redacted]:
 
I am writing you in response to your letter dated...

January 27, 2014 wherein you forwarded a complaint from [redacted].  [redacted] requested in the desired settlement two replacement tires.
 
[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in Katy, Texas (“CarMax”) on or about January 25, 2014.
 
[redacted] brought the Vehicle to the Sales Department to address tire concerns shortly after purchase.  CarMax inspected the Vehicle and found that the tires were above state standards and still within CarMax’s specifications.
 
CarMax previously offered [redacted] the following two options:
 
·         To purchase two new tires from CarMax at a discounted rate.
·         To return the Vehicle and transfer another vehicle in for [redacted] to review.
 
[redacted] declined both options of assistance.
 
CarMax would like to extend [redacted] the offer to purchase two additional tires at a discounted rate as a gesture of goodwill.  [redacted] will have 30 days from the receipt of this letter to contact the Service Department at [redacted] to schedule a service appointment.
 
CarMax appreciates the opportunity to respond to this complaint.  CarMax apologizes for any inconvenience [redacted] may have experienced and at this time considers the gesture of goodwill the resolution to this complaint.
                                        ...⇄
Please contact me at [redacted] extension [redacted] with any questions you may have.
 
Sincerely,
 
[redacted]
Analyst, Executive Response Team

January 11, 2016
Devan Mann,
Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID: [redacted]
2008 [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated December 23, 2015 regarding
the Vehicle purchased from the CarMax store located in Greenville, South
Carolina (“CarMax”) on or about March 3, 2015.
In her complaint, Ms. [redacted] describes concerns with her air
conditioning system, one of the windows, and the Vehicle not running, as well
as her appraisal offer and MaxCare Extended Service Plan deductible. Ms. [redacted]
requests that CarMax buy back the Vehicle at the amount owed to her finance
company.
CarMax’s records indicate Ms. [redacted] worked with the service
department within her 30 day warranty period, when concerns with the air
conditioning and a gasket were addressed. Service records also state that on a
second visit CarMax assisted by resolving a brake rotor concern at no cost to
Ms. [redacted]. CarMax’s records indicate the service department assisted by
replacing the brake pads at no cost to Ms. [redacted] after she expressed noise
concerns for her third service visit. The final service visit that CarMax has
on record lists a window regulator that was replaced under Ms. [redacted]’s MaxCare
coverage.
CarMax’s records indicate that an appraisal offer was completed
for the Vehicle on or about December 15, 2015. Factors such as mileage,
interior and exterior condition, and market trends can affect the appraisal
value.  Records state that Sales Manager
Taylor [redacted] connected with Ms. [redacted] around the time the appraisal was
completed to discuss her concerns. While CarMax declines to purchase the
Vehicle for the amount owed, Ms. [redacted] is encouraged to connect with Taylor
[redacted] by calling the store at 864-284-0331 if she has additional questions
about the appraisal.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at (800)519-1511, extension [redacted],
with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
I am supposed to receive a gas card equivalent to a tank of gasoline in compensation for the gasoline, time and lost opportunity in addition to the reversal of the charges.  Per [redacted] (?).  Also, the reversion on the charge has not shown up in my account yet.  Given that the card I used was one of the one's compromised by [redacted] recent hacking event, I was issued a new card with a new number by my personal bank after the date of the $349.00 transaction.  While I will accept a reversal if it can be accomplished, the reason for the agreement of a check from accounting was because of the card no longer being active.
If I receive BOTH the reversal of $349 (or a check for that amount) AND the tank of gas card, as originally agreed . . .  I will agree to resolve this matter.
Regards,
[redacted]

December 30, 2014
Roman"> 
[redacted]
Revdex.com
[redacted]
[redacted]
 
RE:  [redacted]
        [redacted] Stock # [redacted]   (“the Vehicle”)
 
Dear [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle offered for sale by CarMax of[redacted], ** (“CarMax”).  [redacted] is requesting that CarMax sell him the Vehicle for $1.
 
CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaint. While we strive to provide accurate pricing information for vehicles listed on our website ([redacted]), in this case an error occurred that caused the price to appear as $1.  This mistake has since been corrected.  An associate explained the error to [redacted] and informed him that the $1 price was a mistake.  In the case of an obvious mistake and a timely correction by CarMax, CarMax would not honor [redacted] request to purchase the vehicle for $1. Please call me at ([redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

...

                                      June
15, 2015
 
Via Electronic Mail
 
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
[redacted]
 
[redacted]
 
I am
writing in response to your letter which forwarded the complaint of [redacted]
On March 21, 2015, Mr. [redacted] purchased a [redacted]
(the “Vehicle”), from the CarMax of [redacted]  In his complaint, Mr. [redacted] is requesting
that CarMax send a refund of $324.17 for the reimbursement of a key fob that he
purchased. 
 
CarMax
regrets the delay in the reimbursement.  CarMax
has issued a check for $324.17 on 6/8/15. 
The check was mailed USPS directly to Mr. [redacted].  CarMax appreciates the opportunity to respond
to this complaint. If you have any questions, please call me at [redacted]
                                   
 
 
Sincerely,
[redacted]
[redacted]

I went with my mother in-law to get her a newer car. The over all buying experience was good, the sales rep listened to what we wanted and helped find us the car that fit. The car in question had every option except a back up camera which the mother in-law wanted. CarMax said they could install this for about $550. When she took the car in to have this done we dropped the car off around 10am and never got a call back till we called them after 4pm. Since CarMax can’t do anything other then wash a car it was out to a third party vendor(Car toys). They then told us that they tried all day but they can’t install this without another part. We picked the car up the next day and no response from Car Max for two weeks. When I called them to find out what the [redacted] was going on they said that they called 2 days after we left and left a voice mail. Well to my surprise no voice mail or call history. It was also at this point I was told they could not do the job and they were refunding this on our loan. I explained that we paid cash so I should have a check waiting for me. I asked when can I come in and pick my check up?? I was told it had been sent to corporate and we should get a check in 2-3 weeks. This is the point at which I lost it and talked with two different managers before I realized that they follow corporate rules and they cant do anything without corporate telling them how to do anything.
So I called the corporate office the same day. They said that depending on the current state of this transaction they might be able to help. So now they have had our money for 4 weeks and I need to wait 2-3 weeks for a refund on something they couldn’t do. I would not recommend CarMax! All they can do if you have an issue is refer to corporate because they are centralized corporation and don’t really want return customers. From the little research I have done on-line this seems to be the norm. I wish I had done homework before using CarMax, don’t make my same mistake.

October 18, 2016
 
[redacted],
Operations...

[redacted]                               
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: Mr. [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated October 12, 2016, regarding the Vehicle purchased from the CarMax
store located in Sterling, Virginia (“CarMax”) on or about October 7, 2016.
 
In the complaint, Mr. [redacted] states that when he brought the
Vehicle to another facility, Mr. [redacted] was informed that three panels on the
Vehicle had been repaired and repainted, which was seen by overspray and damage
to the paint. Based on this, Mr. [redacted]
requests that CarMax reimburse him for the cost of having a specialist fix the
overspray and paint damage at an
estimated cost of $400 - $500.
 
CarMax has reviewed Mr. [redacted]s request and has elected to provide him with the resolution he has requested. Mr.
[redacted] will receive a check in the mail from the CarMax Home Office once his reimbursement
has been processed, within 14 business days.  However, if he fails to receive this refund,
he may contact myself at (800)519-1511, extension [redacted].
 
CarMax appreciates the opportunity to respond to this complaint.
 
Please contact me at (800)519-1511, extension [redacted],
with any questions you may have.
 
Sincerely,
 
Gabrielle P[redacted]
Analyst, Executive Response Team