CarMax , Inc.

September 2, 2016 Revdex.com Serving Central Virginia, Inc.720 Moorefield Park DriveSuite 300Richmond, VA 23236RE:     Consumer Complaint of [redacted]Dear Sir/Madam:Thank you for sharing Ms. [redacted] complaint and providing us with the...

opportunity to respond.  Ms. [redacted] alleges that she never applied for credit with us and is therefore disputing the related inquiries on her credit file. Our records reflect that Ms. [redacted] visited our Las Vegas store on June 11, 2016, seeking an appraisal of her [redacted].  We appraised, and extended an offer of $7000, for the [redacted].  At that time, the approximate payoff balance on the [redacted] was $13,517, a difference (and negative equity) of approximately $6,517.At this stage, Ms. [redacted] version of events differ from our records.  Specifically, our records reflect that Ms. [redacted] (a) voluntarily provided us with a substantial amount of personal information including name, address, length of time at address, phone number, date of birth, social security number, employer, length of time with employer, income and a reference; and (b) agreed to our Credit Application Terms and Conditions, authorizing us and our finance sources to “use your credit reports and verify your application information” in connection with an application on a [redacted]Ms. [redacted], however, contends that our sales associate requested, and she provided, her personal information to obtain the payoff information on her [redacted], and not in connection with a credit application on the CR-V.Instead of simply relying on our records, we reached out to our Las Vegas store to interview the sales associate who assisted Ms. [redacted].  This sales associate however is no longer a CarMax employee and we were unable to obtain his version of events and either confirm or deny Ms. [redacted] allegations. We therefore are providing Ms. [redacted] with her desired resolution.  Specifically, we will contact the finance sources that reviewed Ms. [redacted] application and obtained her credit report and request that they withdraw their inquiries.  To administer this, however, we may need Ms. [redacted] assistance in providing these finance sources with a written request.  In the event this is required, we will contact Ms. [redacted] for her assistance.  Regardless, any inquiry removal request to the relevant nationwide credit reporting agencies will take approximately 30 days to process.Thank you for bringing Ms. [redacted] complaint to our attention.  If you have any questions or concerns regarding our explanation, please do not hesitate to contact me at [redacted] or by email at [redacted] Sincerely, Brent A[redacted]Operational Compliance ManagerCarMax

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]

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]

May 11, 2015
[redacted], Operations Supervisor
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re [redacted]...

[redacted]
Complaint ID: [redacted]
[redacted] (the “Vehicle”), VIN: [redacted]
Dear Ms. [redacted]:
Thank you for forwarding the complaint dated April 16, 2015 regarding the Vehicle purchased from the CarMax store located in Raleigh, North Carolina on or about November 6, 2012.  Mrs. [redacted] requested in the desired settlement for CarMax to repair the Vehicle in a timely [redacted]er or allow her the ability to return the Vehicle.
Mrs. [redacted] mentioned in the complaint that she brought the Vehicle to the CarMax located in Charlotte, North Carolina (“CarMax”) several times to inquire about a tire pressure light staying on inside of the Vehicle.  CarMax’s records indicate that the Vehicle was initially brought in to diagnose this concern or about June 6, 2013.  However, CarMax was unable to diagnose or repair this concern due to the tire pressure light not presenting itself at the time of service.  Mrs. [redacted] brought the Vehicle back to CarMax on or about October 16, 2014 to readdress the tire pressure light concern.  CarMax diagnosed the Vehicle and replaced the right front tire pressure monitoring system (“TPMS”) sensor.  The Vehicle was serviced next on or about October 30, 2014 regarding the same concern.  CarMax diagnosed the Vehicle and replaced the left front TPMS sensor.  The Vehicle was brought back to CarMax on or about February 20, 2015 to inquire about the same concern.  CarMax sublet the Vehicle to Discount Tire to replace all four TPMS sensors.  CarMax last saw the Vehicle on or about March 23, 2015 regarding the tire pressure light concern.  CarMax sublet the Vehicle to the [redacted] Dealership for further diagnosis.
On or about April 28, 2015, CarMax was informed that Mrs. [redacted] retrieved the Vehicle from the [redacted] Dealership and had sold it to a nearby dealership.  Therefore, CarMax was unable to reach a desired settlement as set forth in the complaint.  However, as a gesture of customer service, CarMax contacted Mrs. [redacted] and offered to reimburse her for the last payment made towards her loan.
CarMax apologizes for any inconvenience Mrs. [redacted] and her family may have experienced, and appreciates the opportunity to respond to this complaint.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, 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]

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

[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]
Regards,
[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.

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

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 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] I just got my coupon book this past week and have NEVER gotten an email reminder    They are reporting inaccurate information.   Liars

September 4, 2014
VIA ELECTRONIC MAIL
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Complaint ID [redacted]
[redacted]
[redacted]:
I am...

writing you in response to your letter dated August 11, 2014, wherein you forwarded a complaint from [redacted].
[redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”) from the CarMax store located in [redacted] (“CarMax”) on or about July 19, 2012.
[redacted] mentioned in the complaint that his Vehicle was damaged by CarMax during two consecutive service visits.  CarMax’s records indicate that [redacted] brought the Vehicle into CarMax on or about July 19, 2013 to inquire on multiple concerns.  CarMax diagnosed the Vehicle and made the necessary repairs.
[redacted] contacted CarMax shortly thereafter to advise them that his driver’s side door panel had been scratched during his previous repair visit on or about July 19, 2013.  CarMax sublet the Vehicle to AS Auto Body on or about September 10, 2013 to replace and repaint the driver’s side door panel at no cost to [redacted].
The Vehicle was serviced next on or about August 5, 2014 to inquire on a noise and rocking concern in his driver’s seat.  CarMax ran a diagnostic test on the Vehicle and was unable to verify [redacted]’s concern.  While the Vehicle was being driven back to the parking area for pickup, CarMax damaged the lower front bumper.   
On or about August 12, 2014 CarMax sublet the Vehicle to AS Auto Body to replace and repaint the front bumper at no cost to [redacted].  CarMax offered to provide [redacted] a loaner vehicle while his Vehicle was being repaired as a gesture of goodwill.  [redacted] did not accept the offer.
The Vehicle was repaired and returned to [redacted] on or about August 15, 2014.
CarMax apologizes for any inconvenience [redacted] may have experienced and has partnered with the appropriate parties to communicate [redacted]’s experience.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
[redacted]

December 19,2014
Roman"> 
[redacted]
Revdex.com
[redacted]
[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], [redacted] (“CarMax”) on 08/16/2014.  [redacted] is requesting that CarMax fix her airbag and [redacted] and replace her key battery for free.
 
CarMax made the repairs to [redacted] airbag at no charge as a one time goodwill offer.  CarMax has also replaced Ms Brignoni’s key battery.  At the time of this service, CarMax did not have a request to address the [redacted].  If Ms Brignoni would like to make an appointment for that repair, please have her call[redacted] and we will be happy to address that concern.
 
CarMax appreciates the opportunity to respond to this complaint. Please call me at ([redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
class="MsoNormal">May 8, 2015
 
Re: Mr. [redacted]
 
Dear Mrs. [redacted],
 
Thank you for forwarding the complaint received in your
office from Mr. [redacted] regarding the [redacted], VIN [redacted]
(the “Vehicle”) that he purchased on or about March 7, 2015 from the Carmax
store located in San Antonio, Texas. In this complaint, Mr. [redacted] is
requesting that CarMax take the Vehicle back for the purchase price of
$30,998.00.
 
As stated in the complaint, Mr. [redacted] contacted CarMax
stating that he received a Carfax report reflecting that the Vehicle had been
in an accident, the air bags had been deployed, and the Vehicle sustained frame
damage.  CarMax research revealed that
the air bags did not deploy and the Vehicle did not have any frame damage. CarMax
appraised the Vehicle and extended an offer of $23,000.00. This offer was based
on a number of criteria including the Vehicle’s age, mileage, and condition, as
well as market factors of supply and demand. We also consider our inventory
needs and check other sources to make sure we’re giving a competitive offer.
Please be advised that CarMax disregarded the information that was listed on
the Carfax report when determining the appraisal offer.
 
In the complaint, Mr. [redacted] also stated that CarMax policy
states that CarMax does not sell vehicles that have been involved in an
accident. CarMax does not advertise that we don’t sell vehicles that have been
in prior accidents.  Rather, we provide a
clean title guarantee. CarMax guarantees that at the time of sale every retail
vehicle has accurate mileage and is not and has never been designated as
salvage or flooded on the vehicle’s Certificate of Title or we will buy it
back.
 
CarMax regrets that Mr. [redacted] is not happy with his
appraisal offer. CarMax appreciates the opportunity to respond to this
complaint; however, CarMax is declining the settlement request as set forth in
this complaint.
 
 
 
 
[redacted]
Analyst, Customer Relations

January 23, 2015
Roman"> 
[redacted]
Revdex.com
[redacted]
[redacted]
 
RE:  [redacted]
        2013 [redacted] and VIN  [redacted] (“the Vehicle”)
 
Dear Ms [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle transferred to CarMax of Jackson, Mississippi (“CarMax”) on 12/6/2014 Ms [redacted] is requesting reimbursement of the transfer fee.
 
CarMax appreciates the opportunity to respond to this complaint.  CarMax has refunded the transfer fee of $249.00 and continues to search for the desired vehicle in the correct color.  Once found, the vehicle will be transferred at no cost to Ms [redacted]. Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

November 10, 2015
34);"> 
Revdex.com
Serving Central Virginia, Inc.
720
Moorefield Park Drive
Suite 300
Richmond,
VA 23236
 RE:     Consumer Complaint of [redacted]
 
Dear
Sir/Madam:
 
Thank you for sharing [redacted] complaint and affording us the opportunity to respond.  Ms. [redacted] indicates in her complaint that we
informed her that the financing she obtained for the purchase of a [redacted]) was rescinded and as a result we demanded that she
returned the [redacted].  After review
of our records and speaking with Ms. [redacted], we determined that the subject complaint
resulted from Ms. [redacted] confusion related to a notice she received from us.  We are, however, happy to inform you that the
matter has been resolved.
 What follows are the relevant facts leading up
to Ms. [redacted] complaint:
§  On June 29, 2015 Ms.
[redacted] and [redacted] financed the purchase of the [redacted] from CarMax
Auto Superstores (our Dealer Affiliate).  Ms. [redacted], Ms. [redacted] and our Dealer Affiliate
executed a retail installment sale contract, which was subsequently purchased
by and assigned to us – CarMax Auto Finance. 
§  On August 13, 2015 Ms.
[redacted] returned to our Dealer Affiliate and attempted to trade-in the [redacted] and finance the purchase a 2012 Nissan Altima.  We declined Ms. [redacted] credit application
for the 2012 Nissan Altima.  As required
by law, we mailed an Adverse Action notice to Ms. [redacted], which informed her,
among other things, that we declined her recent credit application and the
reasons why.  The Adverse Action notice
(copy [redacted]) did not request or demand the return of any vehicle.
§  On August 25, 2015, Ms.
[redacted] received the Adverse Action notice and she mistakenly thought the notice
related to her purchase of the [redacted]. 
§  On September 9, 2015
Ms. [redacted] and Ms. [redacted] returned the [redacted] to our Dealer Affiliate.
In our recent
conversation with Ms. [redacted], we apologized for the confusion she
experienced.  Ms. [redacted] indicated that
she would like to get the [redacted] back and requested that we waive the 2
payments that are past due on her account. 
We agreed to accommodate Ms. [redacted] requests.  Ms. [redacted] next payment will now be due on
November 13, 2015.
Thank
you, again, for bringing this complaint to our attention and for the
opportunity to respond.  If you need any
additional information regarding the above, please do not hesitate to contact
[redacted] extension [redacted].
Sincerely,
[redacted]
Operational Compliance Manager
CarMax Auto Finance
Enclosure
cc: [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.
I don't believe Car Max has their dates in Order. they Jumped from June 5th to July. June 5th Was a Thursday. The next day June 6th I tried to get hold of someone in the service department Because the thermostat sign was flashing but no one answered the phone. On Saturday a sales person answered the phone and told me to add antifreeze and bring the car on Monday. I returned on that Monday but they wanted to charge me to see what is wrong with the car. then on e of their managers drove the car and told me that nothing wrong with the car. No one took the time to look at the work order to see what type of oil was used. I was told that car require certain type of oil that will cost $69.99. The oil change cost only $37 but because the total bill was $98 I did not notice the charges fro the oil. Whoever worked on this car was ignorant and had no knowledge of how to perform oil change on this car. I went to CarX in [redacted] before I take to CarMax but they told they did not change oil on mini cooper.   So I am sure whoever changed the oil did not know what the hell he was doing. My car was running perfect until I took it to CarMax for the oil change. 
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
[redacted]
 
[redacted]
 
Thank you for forwarding the  complaint received in your office from Miss Pamela [redacted] regarding  an open recall on the [redacted] (the “Vehicle”) that she purchased on or about August 15, 2012 from the CarMax store located in Houston, Texas.  Miss [redacted] originally filed a complaint on or about June 5, 2104, requesting a refund of 3,000.00 for cost of repairs. CarMax declined the settlement request as set forth in the complaint.
 
After receiving CarMax’s response to her original complaint, Miss [redacted] has now sent an addendum to the complaint referencing an open recall on the Vehicle.  In regard to an open recall, it is incredibly difficult for used car retailers, including CarMax, to know about all recalls due to the fact that there is no
centralized recall database.  Only manufacturer-authorized dealers and registered owners receive recall notifications.  In addition, manufacturers often announce recalls prior to having VIN-specific information  published so we cannot determine if a particular vehicle has an open recall.
 
During the time of purchase, Miss [redacted] would have been provided a free Autocheck Vehicle History Report, which includes Open Safety Recalls for certain manufacturers. In addition, CarMax advises customers to register their Vehicles with the manufacturer to determine if they have an open recall and to be notified about future recalls.
 
CarMax appreciates the opportunity to address Miss [redacted] concern about the open recall.   Please call me at [redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
 
 
[redacted]
[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]
Regards,
[redacted]

December 30, 2014
Roman"> 
[redacted]
Revdex.com
[redacted]
[redacted]
 
RE:  [redacted]
        [redacted] (“the Vehicle”)
 
Dear Ms Mann,
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of[redacted], [redacted] (“CarMax”) on 11/22/2014.  [redacted] is requesting that CarMax take responsibility for all payoff funds that were not collected at the time of the purchase of her vehicle.
 
At the time of purchase, [redacted] signed a Vehicle Purchase Agreement (“VPA”). On the VPA, we provided [redacted] the estimated payoff for her vehicle. The Business Office Associate reviewed this document with [redacted] for verification purposes.  [redacted] did not raise any questions or objections when the document was being reviewed with her and, by executing the document, she agreed to the terms which included her agreement to pay CarMax the difference between the Total Estimated Payoff and the Actual Payoff upon demand. Per that agreement, if there is a lien on the vehicle, CarMax will pay off the amount of the lien on a customer’s behalf, as reflected in Line (2) ("Estimated Payoff").  The VPA reads as follows: “…You agree to pay CarMax the difference between the Total Estimated Payoff and the Actual Payoff plus any additional cost incurred by CarMax, upon demand.”  The VPA also states the customer has “… the right to sell the Vehicle outright or upon payoff of the Lienholder(s) shown in Line 2 the Vehicle will be free from all liens.”
 
CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaint. [redacted] is responsible for the Actual Payoff amount and is welcome to return the vehicle or re-contract to include the difference in her current financing contract. Please call me at ([redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations