CarMax , Inc.

June 8th,
2016
[redacted]...

[redacted]
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
(VIN: [redacted] the
“Vehicle”)
Dear Mrs.
[redacted],
            Thank you for forwarding the
complaint received in your office from Mr. [redacted] regarding his purchase of the
Vehicle from CarMax of [redacted] (“CarMax”) on March 2nd, 2016. In
his complaint, Mr. [redacted] states that the tires on the Vehicle are the incorrect
size and type and requests CarMax replace the tires on the Vehicle with the
correct size.
            CarMax
was aware of Mr. [redacted] concerns prior to receiving this complaint. On
approximately March 23rd, 2016, Mr. [redacted] brought the Vehicle to
CarMax with the same concern regarding the tires on the Vehicle.
            CarMax
inspected the tires and noticed that the tires matched the manufacturer’s specifications
for size and type. At that time, CarMax communicated this with Mr. [redacted].
During this inspection, CarMax also completed a tire rotation and found the
tires to meet state inspection standards.
            CarMax
would be happy to replace the tires on the Vehicle per Mr. [redacted] request;
however, that would be at the expense of Mr. [redacted]. If Mr. [redacted] has any
further questions regarding this concern, he is welcomed to contact me at
[redacted] ext. [redacted].
Thank you for providing
CarMax the opportunity to respond to this matter.
Sincerely,
Curt
D[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].Per the company response, they are agreeing to take return of the vehicle plus the first month's payment.
Regards,
[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.
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]

Revdex.com:
I have reviewed the offer and/or response 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.By law, a company is obligated to send notice of default and allow thirty days to cure. This never happened!! Secondly, a company is harassing me and it is against the law so I have contacted an attorney regarding both issues. Lastly, I asked for a payoff three times...first in September 2014, second in December 2014 and again about a month ago because I was attempting to pay off the difference between the trade in value and the amount owed. Therefore car max is inaccurate in their responses and should get their stories straight before responding. Moving forward, I will work with an attorney to resolve this issue and file a class action lawsuit regarding mishandling of accounts, failure to notify customers of debt with option to cure and third party harassment.
[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.
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

January 11, 2016
[redacted], Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated December 29, 2015 regarding the Vehicle purchased from the CarMax store located in Kennesaw, Georgia (“CarMax”) on or about October 4, 2015.
In her complaint, Miss [redacted] states concerns regarding a hold on a title for the Vehicle she purchased from CarMax and requests another vehicle without a lien on the title.
CarMax’s records indicate that the Business Office department is working with CarMax Auto Finance, G.M. Financial, and offices with the State of Georgia to resolve Miss [redacted]’s title concern as quickly as possible.  As a gesture of goodwill CarMax provided Miss [redacted] a rental vehicle starting on or about January 6, 2015.  CarMax will continue to allow Miss [redacted] to drive the rental vehicle until the problem has been rectified. Management will continue to stay in contact with Miss [redacted] to provide regular status updates.
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

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

[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]

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

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.
Too start, Carmax is not wanting to resolve the issue with reimbursing for their fault of the damages. Secondly, when I spoke to Carmax recently, what they told me then is not matching what they told you  through their response. When I brought up the topic again about by down payment just recently they told me that the company I pay monthly car payments to is at fault. That does not make sense considering I paid my down payment at Carmax's Henderson location. In addition, they are not stating the entire story of what they have done. They completely ignored the fact in my complaint about how they told me my warranty is up, when it isn't until my car reaches 125,000 miles. My car is at a little over 104,000 miles. Moreover, there are more issues that Carmax is not taking responsibility for when they are completely at fault. 
Regards, 
[redacted]

I did show up at carmax the date of my appointment and show and Matt and Darnell was also there when I came in and me Matt and Darnell took a test drive and also heard the noise and show as check it out as well and the money I paid was out of pocket cause Darnell said CNA said I breach my contract so I do want a refund for all the times I came in for my van making noise all the times I came out of pocket for the problem that Carmax kept saying it was fix seems like this is turning into a civil matter. Look at my history how many times have I been in for the same problem can you provide Revdex.com with them documents.
Revdex.com:
I have reviewed the offer and/or response 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]

September 16, 2014

class="MsoNormal">
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE: [redacted]
[redacted] (the “Vehicle”)
Dear [redacted]:
            Thank you for forwarding the complaint received by your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on February 21st, 2012. In her complaint, [redacted] cited repair issues and is requesting that CarMax replace the Vehicle or provide financial assistance for these repairs.
            CarMax was unaware of [redacted]’s concerns with her transmission prior to receiving this complaint. CarMax has not serviced the Vehicle since March 19th, 2013 in [redacted] when CarMax was unable to duplicate a concern with the ignition. There has been no additional communication between CarMax and [redacted] since.
CarMax declines to provide any reimbursement for the repairs that [redacted] has incurred, as the CarMax Limited Warranty that CarMax provides has expired. Furthermore, the guarantee on any repairs CarMax has performed has also expired.
            If [redacted] would like to sell the Vehicle, she is welcome to bring the Vehicle to CarMax for a free appraisal offer. In addition, CarMax will be happy to service the Vehicle at [redacted]’s expense.
            Thank you kindly for providing CarMax an opportunity to respond to this matter. If you have any questions, please contact me at [redacted], ext.[redacted].
Sincerely,
[redacted]
[redacted]

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

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]

May 19, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re:  Complaint ID [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted].
[redacted] requested in his desired settlement to be able to purchase the original vehicle he came in for and for CarMax to discount the price by $1500.00.
[redacted] mentioned in the complaint that he is currently in the middle of a Chapter 13 bankruptcy.  [redacted] had found a vehicle that he was interested in.  CarMax advised [redacted] that he would need to provide a Letter to Incur Debt from Trustee in order to move forward with the purchase of the vehicle.  [redacted] communicated with CarMax on three different occasions that he would be coming in to provide the documentation.  [redacted] failed to provide the documentation. Therefore, CarMax deleted the order on or about April 23, 2014 making it available for sale.  Vehicle transferred to another CarMax location to be sold.
CarMax received [redacted] Letter to Incur Debt from Trustee on or about April 28, 2014.  At this time CarMax began assisting [redacted] with searching for a vehicle.
[redacted] purchased a [redacted] (the “Vehicle”), VIN [redacted], at the CarMax store located in Omaha, Nebraska (“CarMax”), on or about May 12, 2014.
CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, Customer Relations

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]

Roman';">                                  ...⇄ September 23, 2014
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 May 5, 2011, [redacted] purchased a [redacted] (the “Vehicle”), at the CarMax of [redacted]  In his complaint, [redacted] is requesting that CarMax reimburse for his payments made, and the balance that he still owes.
Prior to coming to Carmax, [redacted] stated that he took the Vehicle to [redacted] to trade it and was told that the Vehicle was worth less due to an accident from March 2009.  On August 31, 2014, [redacted] brought the Vehicle in for appraisal at CarMax.  CarMax offered [redacted] $5,000 and he felt that the Vehicle was worth $9,000. 
CarMax gave [redacted] a copy of the Autocheck that was provided to him at the time of purchase and there were no accidents listed.  CarMax also reviewed the appraisal offer with [redacted] and explained that the offer was based on the mileage and the after-market additions to the Vehicle.
CarMax declines [redacted]’s request as set forth in his complaint.  However as the previous offer has expired, CarMax is still willing appraise the Vehicle and make an offer to purchase it. 
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext [redacted].
                                   
Sincerely,
[redacted]
[redacted]

September 8th, 2016[redacted]                             720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]Complaint ID: [redacted]...

[redacted]Dear Ms. [redacted]:                                           Thank you for forwarding the complaint dated August 26, 2016 regarding the Vehicle purchased from the CarMax store located in Midlothian, VA (“CarMax”) on or about June 11, 2013.In the complaint, Mr. [redacted] refers to mechanical concerns that he’s experienced with the Vehicle within his time of ownership. He shared that there have been repeat issues with both the transmission and check engine light, and is now requesting for CarMax to purchase his Vehicle at [redacted] ‘Fair Market Value’ of $7,500.CarMax service records indicate that the Vehicle was brought in for an ignition coil and spark plug concern on or about November 17, 2014 and on or about January 20, 2015. On both occasions, CarMax diagnosed the Vehicle and made the necessary repairs. The ignition coil was covered under the terms of Mr. [redacted] MaxCare Extended Service Plan and CarMax’s 6-month/ 6,000 mile warranty.  Spark plugs are a ware and tear item, but CarMax replaced them at no cost to Mr. [redacted] as a gesture of customer service. On or about December 1, 2014 the Vehicle was brought in for a check engine light concern which was an indicator that the valve assembly needed to be replaced. This repair was covered under the terms of Mr. [redacted] MaxCare Extended Service Plan.On or about January 8, 2015, the Vehicle was in for service due to another check engine light concern. Upon inspection, it was determined that the intake manifold needed to be cleaned – due to the intake runner sticking. The Vehicle was later brought in for a transmission light concern on or around June 3, 2016. However, this concern did not present itself to CarMax or the Volkswagen dealership that the Vehicle was sublet to. Therefore, no repairs were completed during this visit.Most recently, on or about August 12, 2016, the Vehicle was brought in for service due to a check engine light concern. CarMax diagnosed the Vehicle and determined that the source of the concern was unrelated to any previous repairs, and would therefore be charged at CarMax’s standard rate – due to the recent expiration of his MaxCare Extended Service Plan. As a gesture of customer service, however, CarMax offered to cover the cost associated with this repair.In regards to our initial appraisal offer, we do not use [redacted] when determining the value of a vehicle. However, after further research, CarMax learned that the amount that Mr. [redacted] is referring to ($7,500) is the ‘Private Sale Value’ for [redacted], which is an estimate for if he had sold the Vehicle himself. Our appraisal offer of $4,500 for the Vehicle (on or about June 7, 2016) was $250 more than Kelly Blue Book’s ‘Trade-in Value,’ which would pertain to selling the Vehicle to a dealer. This offer was extended to Mr. [redacted] until August 31, 2016, which has now expired.Based on the above, CarMax is unwilling to provide Mr. [redacted] with the resolution that he seeks. However, if Mr. [redacted] is still interested in selling the Vehicle to CarMax, he is welcome to bring it by the CarMax nearest him to have it reappraised at its current market value.                                                                        CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted], extension [redacted], with any questions you may have.Sincerely,Gabrielle P[redacted]Analyst, Executive Response Team

July 15, 2016
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
[redacted]
Complaint ID: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated July 3, 2016 regarding
the Vehicle purchased from the CarMax store located in St. Peters, Missouri (“CarMax”)
on or about June 22, 2016.
 
In the complaint, Mr. [redacted] describes concerns with financing
for the Vehicle, including stipulations required by the financial institution.
Mr. [redacted] requests that CarMax honor the purchase agreement and allow him
to keep possession of the Vehicle.
 
CarMax’s records indicate that Mr. [redacted] elected to retain
legal representation after submitting his complaint, and has filed a petition regarding
his concerns.
 
 
CarMax appreciates the opportunity to respond to this complaint.
 
 
Sincerely,
 
Kristina S[redacted]