CarMax , Inc.

I purchased my very first car with carmax on 12/05/2015. I saved up my money and purchased a 2006 [redacted] from the Lithia Springs location in GA. I was happy with the test drive & carfax as well as the vehicle.
I couldn't believe I finally had a vehicle to get to and from work as well as to and from my son's school. 3 days later my excitement turned into terror as I was driving the truck on the highway and it started to slow down no matter how hard I pressed the gas. I put on my hazard lights and started to try to get off the highway but an elderly woman almost crashed into me despite this.
The car continued to slow down and stop while I was pressing the gas pedal during my entire ride home. I was traumatized and angry. I immediately contacted carmax and was told to have the car towed in at which point I was presented with papers to sign giving them back the car. every other car on the lot was out of my price range and I was ineligible for a loaner car because I had given the car back and loaners are only for people who currently have a car with carmax. When I asked why no one explained this to me before, the saleswoman Connie told me she didn't know.
The sales manager, Richard told me he would not help me get a loaner and that my only option was to spend more money on a whole new car which I had absolutely no money for. I found a car $1,000 more than the [redacted] at the Southlake location and decided to go there to try and get it. After financing the car I was told my note would go up as well as my down payment.
I had been telling them ALL DAY that I absolutely can not afford for anything to go up and they refused to offer any type of discount for all my troubles or to compensate me. I was frustrated and disappointed. Even after speaking with corporate I was told that carmax does not under any circumstance offer discounts of any kind.
I asked for my money back and was told that they should've given it to me at the Lithia Springs location. They of course did not so not only was I out of a car I was out of my money. I can not get my money back until I get an off day from work to go all the way back to Lithia Springs for a refund. Through my correspondences with corporate I concluded that the sales people at carmax do not execute their jobs the way that they are supposed to and their focus is not on customer service. I was sold a car that shouldn't have been sold at all as it was unsafe to drive. I will get my money back and go to a real dealership next time.

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]

[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]

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]

January 28, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc.
<st1:address w:st="on"><st1:street w:st="on">720 Moorefield Park Drive, Suite 300
<st1:place w:st="on"><st1:city w:st="on"><st1:city w:st="on">Richmond, <st1:state w:st="on"><st1:postalcode w:st="on">VA <st1:postalcode w:st="on">23236
Re:  Complaint ID [redacted]
[redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on January 21, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in <st1:place w:st="on"><st1:city w:st="on">Fairfield, <st1:state w:st="on">California (“CarMax”), on or about October 13, 2013.  [redacted] requested to receive reimbursement for his [redacted] cancellation in the amount of $[redacted] in the form of cash in his desired settlement.
[redacted] contacted CarMax in <st1:place w:st="on"><st1:city w:st="on">Modesto, <st1:state w:st="on">California to cancel his [redacted] coverage on or about January 9, 2014.  [redacted] signed the [redacted] cancellation document stating the refund would be mailed to his address of <st1:address w:st="on"><st1:street w:st="on">[redacted]<st1:postalcode w:st="on">. 
According to CarMax’s records check #[redacted] dated January 28, 2014 in the amount of $[redacted] was mailed via [redacted] overnight, tracking number [redacted], to [redacted] on or about January 28, 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

[redacted]
Revdex.com

class="MsoNormal">720 Moorefield Park Drive Suite 300
Richmond, VA 23236
Re: [redacted]
Dear [redacted],
Thank you for forwarding the complaint 10168232 received in your office from [redacted] regarding the [redacted] (the “Vehicle”) that she purchased on or about July 26th, 2014 from the CarMax store located in [redacted] (“CarMax”).  In this complaint, [redacted] is requesting to be reimbursed for interest owed.
According to our records, the Vehicle was returned to CarMax on or about July 29th, 2014.  The reimbursement for the Vehicle purchase was delivered to [redacted] home address via [redacted] on or about August 11th, 2014.
CarMax agreed to reimburse interest owed until the replacement vehicle arrived.  CarMax notified [redacted] that we would need a statement showing the daily interest in order to submit a refund for the interest.  [redacted] should contact the business office manager, [redacted] at [redacted] x.[redacted] to submit the statement for interest owed.
CarMax appreciates the opportunity to respond to this complaint. 
Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]
[redacted]

March 22, 2016
sans-serif">
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mr. [redacted]
Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]
Dear Mrs. [redacted]:
I am writing in response to your letter dated March 8, 2016, wherein you forwarded a complaint from Mr. [redacted] regarding the Vehicle purchased from the CarMax store located in Merriam, Kansas (“CarMax”) on or about March 14, 2015.  Mr. [redacted] was presented with the option of purchasing a MaxCare Extended Service Plan, but elected not to do so.  Mr. [redacted] requested in the desired settlement for CarMax to take full return of the Vehicle and refund him any amount that he paid toward the purchase, pay off and repair of the Vehicle.
Mr. [redacted] mentioned in the complaint that he had a transmission concern two months after purchasing the Vehicle.  However, CarMax’s records indicate that the Vehicle was not brought in for a transmission concern until on or about December 3, 2015.  As the purchase was outside of CarMax’s 30-Day Limited Warranty at that time of this visit, CarMax offered to have the Vehicle’s transmission replaced at their discounted cost as a gesture of customer service.  CarMax has no record of any airbag complaint at any time.
Based on the above, CarMax is declining the settlement as set forth in the complaint.  However, CarMax encourages Mr. [redacted] to visit the CarMax nearest him if he would like to have the Vehicle appraised at the current market value.
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

Carmax went through hoops with the finance companies and got their corporate office involved for the favorable resolution. The salesman (Carl M.) was beyond outstanding. I am very appreciative of their dedication to my satisfaction as a customer. The vehicle is what I expected and what was advertised. I got the best warranty deductible at $50 and GAP coverage which added to my monthly payment but that was to be expected. HUGE THANKS TO THOSE INVOLVED.
[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]

July 26, 2016
 
Revdex.com Serving
Central Virginia, Inc.
720
Moorefield Park Drive
Suite 300
Richmond, VA
23236
 
RE:      Consumer
Complaint of [redacted]
Account [redacted]
            [redacted]          
           
Dear
Sir/Madam:
Thank you for
sharing [redacted] complaint and providing us the opportunity to
respond.  Mr. [redacted] states that he
submitted a re-title request that we rejected, and he would like his request
processed without making an additional trip to the DMV.  I am happy to report that we have received
the corrected re-title request and we have delivered this request along with
the Georgia paper title to the Alabama DMV on Mr. [redacted]’s behalf.  This has been communicated to Mr. [redacted], and he
is able to process his re-titling.
I would like
to take this opportunity to apologize to Mr. [redacted] for any inconvenience he has
experienced.  It is our understanding
that Mr. [redacted] moved from Georgia to Alabama and was required by the Alabama DMV
to update his title.  We received his
initial re-title request on July 1, 2016, and upon review on July 5, 2016, we
declined the request due to incorrect owner information.  Specifically, the co-applicant was missing
from the request.  A letter outlining
this decline was sent on July 5, 2016.  It
is important to note that Georgia participates in the Electronic Lien and Title
Program and Alabama does not.  Therefore,
we had to request a paper title from Georgia to send to Alabama.  This process takes a few business days. Our
policy is to order the paper title at this point, even if the initial request
is declined.  We did so in this case, so
we were able to immediately send the appropriate documentation to the Alabama
DMV when we received the corrected request from Mr. [redacted] on July 14, 2016. 
It is our
mission to provide exceptional customer service, and we are sorry to learn that
we failed to meet these expectations when Mr. [redacted] called for clarification
about his decline letter and the re-titling process. As we strive to
continuously improve our processes, not only has the associate he spoke with
been provided feedback, but we have also implemented additional training
related to re-titling for all customer service associates.     
Thank you, again, for bringing this
complaint to our attention and for the opportunity to assist Mr. [redacted].  If you need any additional information
regarding the above, please contact Jennifer A[redacted] at [redacted]
Sincerely,
 
Brent A[redacted]
[redacted]
[redacted]
 
[redacted]  [redacted]

September 26th, 2014
[redacted]...

[redacted]
Revdex.com
[redacted]
[redacted]
RE: [redacted]
[redacted]: [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle she purchased on or about April 4th, 2014 from the CarMax in [redacted] (“CarMax”).  In her complaint, [redacted] cites on-going repair concerns with the Vehicle and is requesting that CarMax either exchange the Vehicle for a different one or perform the current repair needs at no cost to her.
Research indicates that the current needed repairs, diagnosed by an independent repair facility, are not related to the concerns brought up within the 30-Day Limited Warranty period.  However, as a gesture of goodwill, CarMax offered to perform the needed repairs at no cost to [redacted], reimburse her for the diagnosis she paid to the independent repair facility, and reimburse the cost to have the Vehicle towed to CarMax.  The Vehicle is currently in the process of being repaired at CarMax and we believe that [redacted]’s concerns are being resolved at this time.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
[redacted]

May 5, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MR. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mr. Michael [redacted] regarding the [redacted], [redacted] (the “Vehicle”) that Mr. [redacted] requested to be transferred or about April 17,
2015 to the CarMax store located in Naperville, Illinois (“CarMax”).  In this complaint, Mr. [redacted] is requesting to
purchase the Vehicle for $16,998.
The Vehicle was placed on our website with a typographical
error regarding the price.  It was priced
at $46,998 by our Purchasing department, but listed in error on our website at
$16,998.  The error was quickly
recognized by the Purchasing department and the website team was immediately
contacted. 
CarMax is declining the settlement request as set forth in
the complaint.  Comparable vehicles on
our website are currently selling for between $46,998 and $49,998.
CarMax appreciates the opportunity to respond to this
complaint. 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
 
 
[redacted]
Analyst, Customer Relations

[redacted]

class="MsoNormal">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
[redacted]
Dear [redacted],
Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the 2012 [redacted], [redacted] (the “Vehicle”) that she purchased on or about May 27th, 2014 from the CarMax store located in [redacted] (“CarMax”).  In this complaint, [redacted] is requesting to be reimbursed for rental charges.
According to our records, [redacted] spoke to associate, [redacted], in the customer relations department on or about July 28th, 2014.  CarMax received notice that [redacted] had taken her vehicle to a local [redacted] dealership to be diagnosed.  [redacted] informed CarMax that the local [redacted] dealership would be giving her a rental vehicle on or about July 29th, 2014.
CarMax called Quality [redacted] on or about August 8th, 2014.  The [redacted] dealership informed CarMax that [redacted] brought her vehicle into their service center on or about July 31st, 2014.  The [redacted] dealership found that the rear shocks were not retracting on impact, thus causing a thumping noise.  [redacted] installed new shock absorbers under factory warranty.  [redacted] completed an alignment and tire rotation.  [redacted]’ Vehicle was outside of CarMax’s Limited 60-Day Warranty period. 
CarMax is declining the settlement request as set forth in the complaint.  However, CarMax has contacted Quality [redacted] to authorize the alignment and tire rotation to be completed and billed to CarMax.
CarMax appreciates the opportunity to respond to this complaint.
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]

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

[redacted]                               
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: Mr. [redacted]
Complaint ID: [redacted]
[redacted] (the “Vehicle”),
VIN: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated October 11, 2016,
regarding the Vehicle purchased from the CarMax store located in Doral, FL
(“CarMax”) on or about January 2, 2015.
 
In the complaint, Mr. [redacted] describes a timing concern with the
Vehicle and expresses frustration with the diagnostic process. He also states
that CarMax and his MaxCare Extended Service Plan provider (The Warranty Group) requested that he either provide
maintenance records or authorize a teardown of the engine to determine if his MaxCare provider will cover the
needed repairs. Due to Mr. [redacted] performing his maintenance, he states
that he was only able to produce the receipts for his most recent oil purchase.
Mr. [redacted] requests that CarMax fix the
Vehicle and cover the deductible for his Max Care Extended Service plan ($250).
 
Mr. [redacted]’s signed MaxCare Extended Service Plan agreement states
that “In order to keep Your Service Contract
valid, You must follow the maintenance procedures recommended by the
manufacturer of Your Vehicle. You must keep receipts which verify the Vehicle
Identification number, work orders, and other documentation that shows date, a
description of Your Vehicle, mileage, and service performed. We may require You
to furnish the Administrator with proof that the specified services have been performed. Failure to show proof of servicing may result in the denial of
coverage.” However, according to CarMax’s records, Mr. [redacted] not been unable
to provide adequate documentation for maintenance performed on the Vehicle
during the last 33,000 miles.
 
 
Based on this information, CarMax will not participate in the
resolution that Mr. [redacted] seeks. Mr. [redacted] is responsible for authorizing
further diagnostic charges as required by his MaxCare Extended Service Plan provider.
 
 
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

5 March 2014

[redacted]
Revdex.com
[redacted]
Richmond, Virginia  23236
 
Re:      [redacted]            [redacted] 
Dear [redacted]:
 
Thank you for forwarding the complaint received in your office from [redacted] concerning the Vehicle purchased from CarMax of [redacted] (“CarMax”) on 3 August, 2013.  In his letter, [redacted] expresses dissatisfaction with the Vehicle and the interest rate on his financing, and requests the opportunity to trade the Vehicle for a “new” one.  CarMax appreciates the opportunity to respond.
 
A review of CarMax service records shows that the Vehicle was serviced only one time at CarMax, on 30 August 2013, under the terms of the 30-Day Limited Warranty.  At that time, the concerns addressed were related to tire pressures, a grinding sound when braking, hesitation on acceleration, and shaking while at idle.  Tire pressures were adjusted, no problem was found with the brakes, and the Vehicle was found to be accelerating as designed.  The idle air control valve was found to be faulty, causing the shaking at idle.  It was replaced, and as part of that repair, the air filter, throttle body gasket, and screws were also replaced.  CarMax has no record of any additional complaints since that time.
 
[redacted] references a recall notice that he received six months after purchase.  Recalls are issued by the manufacturer of a vehicle, usually in response to a specific safety concern.  Recall notices are sent to the current registered owner of a vehicle.  CarMax is unable to predict when or if any manufacturer may issue a recall.  [redacted] is encouraged to contact a local[redacted] dealer to pursue repairs under the terms of the recall notice at no charge to him.
 
At the time of purchase, [redacted] provided CarMax his personal and financial information to complete a credit application.  The application was submitted electronically to multiple finance companies, and [redacted] was extended an offer of financing by Drive Financial Services  at a rate specified by the finance company.   As such, CarMax is not a party to the contract and does not make financing decisions.
 
If [redacted] is dissatisfied with the Vehicle, CarMax would be happy to appraise the Vehicle and make an offer to purchase it.  [redacted] is welcome to visit CarMax at any time during business hours to have the Vehicle appraised and explore options for the purchase of another.
 
Thank you for the opportunity to respond.  If you have any questions, please contact me directly at[redacted] extension [redacted]Sincerely,
 
[redacted]

[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
Re: [redacted]
Thank you for forwarding the additional message in response to the complaint [redacted] received in your office from [redacted] regarding the previously referenced Vehicle.  In this message, [redacted] reiterates concerns with the Vehicle.  [redacted] also requests a copy of the offer to replace or switch vehicles and transcripts of calls made to Customer Relations department.
CarMax’s position remains the same as indicated previously.  In regard to [redacted]’s documentation requests, no offer of return or exchange was extended in writing.  [redacted] did have the 5-day Money-Back Guarantee to take advantage of if he chose.  [redacted] chose to have the vehicle repaired.  As previously stated, CarMax management spoke to [redacted] during the initial repair visit on or about January 17, 2014.  CarMax will not be able to provide transcripts of the calls to Customer Relations. 
CarMax would be happy to further diagnose any additional repair concerns with the Vehicle.  [redacted] is also welcome to have his vehicle appraised if he wishes to pursue the sale of the Vehicle to CarMax.
CarMax appreciates the opportunity to respond to this complaint.  CarMax now considers this complaint closed. 
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.
What CarMax failed to mention was they replaced the same part in August 2012. This part should last a lifetime of the vehicle if it was replaced in the proper matter. It’s not the failure of the part I’m disputing. If the part was at fault, I would not be making the compliant. CarMax only warranties their parts for 6 months or 6,000 miles. Last I checked, I live in America and have the right to shop anywhere I wish. Since the part was not under warranty, why would I go back to CarMax for a repair? I have zero obligations to seek repairs there. Since moving to NC in June 2012, I have located an honest, trusting and more personal mechanic that takes care of all my vehicle needs. I feel that CarMax is just using this as an excuse to bail out of their poorly trained mechanics. I wonder if they would have located the problem, they would have charged me again and simply hid their mistake. I have concluded this because of when the part went out 7 days out of their 30 day warranty when you purchase a vehicle there. They wanted to charge me full price for the part and labor. We negotiated right then and there to split the price 50/50.  
My dispute is simply the part was incorrectly replaced by THEIR mechanics and it took time to fault again. I did not and would not jeopardize my personal vehicle just to make an issue out of the knock sensors. My mechanic in Gastonia has attempted to determine via diagnostics over the course of many times if there was another issue making the sensor code again. Seeing the part was new and after trying Mass Air Flow, better gas stations and manifold cleaning the sensors still coded from time to time. It was determined to evaluate the sensors once again and see if they were bad. Unfortunately, this is not an easy job. The entire intake manifold must be removed to even see the sensors. Seeing the check engine light was continuously on now and state inspection was due it was time to go to our last resort, replace the sensors once again. It was at that time they noted the wire harness was pinched in between the gasket and cylinder head. There is NO WAY, the wiring harness would have wiggled, or vibrated in that area on its own. The only way for the wiring to be pinch was during the installation of the knock sensors from CarMax. Good mechanics know to hold the wiring out of the way while bolting down the manifold. Amateur mechanics that CarMax hires would not know or simply did not care, OR maybe in hopes to get a “returned” customer a year later.
I have attached pictures and the comments for my local and reputable mechanic who has been in business since 1972. The pictures clearly show the gasket where the wiring once sat and the wire that eventually wore away, causing the wire to short against the cylinder head.   
I am disgusted to think CarMax will not stand behind their bogus job. I will continue to fight this issue that was created by no fault of my own, nor the part of the truck. I will continue to seek Social Media avenues, up to and including, local TV news media and if I have to, I’ll retain a lawyer. This was 100% the fault of their terribly trained mechanic. I’m not going away!!!
Please view…
[redacted]
Regards,
[redacted]

[redacted]
Revdex.com
Calibri;">720 Moorefield Park Drive Suite 300
Richmond, Va. 23236
Re:  [redacted]
Dear [redacted],
Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN[redacted](the “Vehicle”) that he purchased on or about
June 28, 2014.  In this complaint, [redacted] is requesting another vehicle.
As stated in his complaint, [redacted] contacted CarMax in regard to several repair concerns that were present. CarMax was able to repair the Vehicle and return it to [redacted]. After getting the Vehicle back, [redacted] contacted CarMax in regard to other concerns with the Vehicle. 
As stated in his complaint, [redacted] expressed his concerns with the Vehicle and asked that he be allowed to exchange the Vehicle.   
Due to the fact that there were issues with [redacted] Vehicle within the first 5 days after purchasing it, [redacted] was able to take advantage of the CarMax 5 Day Money Back Guarantee Policy. On or about July 26, 2104, [redacted] returned his Vehicle and purchased another vehicle.
CarMax regrets that [redacted] had difficulties with his Vehicle. CarMax appreciates the opportunity to respond to this complaint.
Please call me at [redacted], extension [redacted], if you have any questions.
Sincerely,
[redacted]
Analyst ,Customer Relations

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].
My apologies.  I have received a check and am satisfied with the outcome. I did not see any letter to return to you stating as such.
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.
I don't think it is FAIR practice to disregard my complaint. I have witnesses that are willing to sign and confirm the sticker price on the vehicle was listed on the car at $9998.00 on the vehicle. It is also not good practice to assume that their car lots, sales people, finance department are not committing FRAUD.There is no way I would buy a used vehicle, with mileage at the cost of a BRAND new car. They say next to me but didn't let me read and see the entire paper work that I was signing. And brushing this under the table is unacceptable. Please help
Regards,[redacted]