CarMax , Inc.

December 29,
*** ***, Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
*** *** *** ** (VIN:
*** the “Vehicle”)
Dear Mrs***,
Thank you for forwarding the
complaint received in your office from Ms*** regarding her purchase of
the Vehicle from CarMax of Tampa, FL (“CarMax”) on November 10th,
In her complaint, Ms*** requested that CarMax compensate her for lost
wages and gas money related to her experience
CarMax
completed a diagnosis and determined that additional parts were needed to
resolve an air conditioning concernDuring this time, Ms*** was
provided alternate transportationThis repair for an evaporator core was
completed on November 30th,
Shortly
thereafter, Ms*** brought an additional concern for a lingering odor
from the evaporator core to the attention of CarMaxCarMax agreed to Ms
***’s request for a second opinion from Autonation Ford of Brooksville,
FL, so that Ms*** did not need to complete additional travelCarMax
authorized a diagnosis charge and repair by Autonation Ford to deodorize the
Vehicle under Ms***’s 30-day warrantyAt that time, Ms*** also
mentioned new concernsIn an effort of customer service, CarMax approved these
repairs to be completed at Autonation Ford
CarMax has exceeded its obligation
in terms of 30-day warranty repairs and declines to provide any further relief
In the event Ms*** has any further questions, she is welcomed to call
me at 1-800-519-1511, extension
Thank you for giving CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

September 17,
class="MsoNormal" "margin: 0in 0in 0pt; line-height: normal;">
VIA ELECTRONIC MAIL
*** *** *** ***
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID ***
*** *** *** ***
Dear *** ***:
I am in receipt of the complaint that was filed by *** *** *** ***, on August 26, 2014, regarding a bank draft as form of payment for the purchase of a vehicle
*** *** *** sold a *** *** *** (the “Vehicle”), VIN ***, from CarMax located in *** *** *** (“CarMax”) on or about August 23, 2014. CarMax provided payment to *** *** *** for the Vehicle by bank draft. A bank draft is a type of check where payment is guaranteed to be available by the issuing bank. It must be deposited and cannot be cashed. This information was presented to *** *** *** at the time that she was selling the Vehicle
CarMax appreciates the opportunity to respond to this complaint and the appropriate contacts here at CarMax have received *** *** *** feedback. If you have any questions, please contact me directly at *** *** extension***
Sincerely,
*** ***
*** *** *** ***

September 3,
*** *** ***
***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
*** *** *** VIN: *** (“the Vehicle”)
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Mr*** regarding
his purchase of the Vehicle from CarMax of *** *** ** (“CarMax”) on April
18th, At the time of purchase, the Vehicle had 87,miles
registered on the odometer and was still under manufacturer warranty through
***
A
review of National Highway Traffic
and Safety Administration (“***”) records indicate that there are no current
open recalls on the VehicleAt the time of purchase, a sales consultant provided
Mr*** with the necessary information to address any future recalls that may
occur with the Vehicle
CarMax
took the Vehicle to a *** dealership, Subtlety ***, to address Mr
***’ concern with the dashboard on January 12th, If this
concern has returned, CarMax recommends that Mr*** speak directly with
Subtlety *** to address the concerns associated with the work performed
under *** warranty
Additionally,
CarMax will take the Vehicle to the *** dealership on Mr***’ behalf
if he would prefer this optionIf Mr*** would like to sell the Vehicle,
CarMax would be happy to complete an appraisal
In
the event Mr*** has further questions, he may reach me directly at
*** ext***
Sincerely,
*** ***
*** *** *** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This would set me out a lot of money because my car is now valued lower due to a new *** being on the ***The *** dealership next door to the CARMAX location verified themselves that my *** system isn't in good working condition and should be replaced.
Regards,
*** ***

January 20,
*** ***, Operations Supervisor
"white-space:pre">
Moorefield Park Drive, Suite Richmond, Virginia
Re: Mrs*** ***
Complaint ID ***
*** *** *** (the “Vehicle”), VIN: ***
Dear MrsMann:
I am writing you in response to your letter dated January 6, wherein you forwarded a complaint from Mrs*** ***, regarding the Vehicle purchased from the CarMax store located in Birmingham, Alabama (“CarMax”) on or about February 13,
CarMax has revisited Mrs***’s concerns and has elected to reimburse her $for the difference that she paid out of pocket for the rental vehicle Mrs*** accepted CarMax’s offer of assistance and was provided a cash refund from CarMax’s Business Office for the above stated amount on or about January 16,
CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved
Please contact me at (804)747-extension *** with any questions you may have
Sincerely,
Nekia W***
Analyst, Executive Response Team

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I took my car to ***, which is a company Carmax often contracts with, to find out what is causing the issues with the vibration and rough drivingThey said that the rough driving is not being caused by the transmission, but that it is being caused by a loss of powerThey suspect that the fuel filter needs to be changed, but I would have to pay $for a diagnostic testBefore I last turned my car into Carmax for repair, the technician with Auto Lemon Detectors pulled up an intermittent codeThe employee at the service center refused to put down this issue on the work order because he said that they would perform their own diagnostic testsObviously, Carmax's diagnostic tests didn't find anything, and I'm driving around in a car that is sluggish and uses more gas than normalAs for the vibration, they said it was caused by bad front shocks and very worn tiresIf it is true that part of the vibration is being caused by bad tires, then Carmax is not going to resolve this issue because they refuse to replace the tiresIf I have to, I will hire a lawyer and sue Carmax because the tires were supposed to be covered by the warranty.
Having to take my car to Carmax again is an inconvenienceI now live in *** ***, but the nearest locations are in Austin and San Antonio, and minutes awayEven if they give me a loaner vehicle, I will have to spend $on a second parking permit just so that I can go to class at my universityThe parking permit on my vehicle is not removable, and there is not reliable public transportation for me to get to class at nightIf I park without a permit, I risk getting tickets, a boot, and/or being towedCarmax's incompetence is going to cost me money and be a huge inconvenience.
Regards,
*** ***

Revdex.com:I have been bringing my car to Carmax for them to repair my car ever since the first week I got the carIts been the same car problems over and and over and over that they seem to not be able to fix itYes, they paid for a rental and I was out out pocket twenty dollars a dayIt's the same issue the car has been ticking/rattling since I got the car and it gets worse when I drives slow when I turn the a/c on and louderThey need to fix it correctly period and sense they want to say they fixed one hundred things but did they fix them correctly "no"Its the same reoccurring problems I just can't with these companies who don't provide me with in their words certified products (car)No late payments and Im riding in a car that Carmax can't fixThey do not drive the car day in and day out I do so I hear the noise constantlyFix the car correctly I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** ***

Carmax stated I agreed to the work being performed, yes I did I agreed because I was informed the work agreed upon would resolve the issue If I was able to determine what was caused the oil leak I wouldn't have taken the car to them and asked them the question "what is causing the leak?" I am not a mechanic and I relied on the information given to me Obviously I was wrong for taking their word for what they said was the issue After the second repair was complete there is no longer leaking oil Days after the original repair the car was still leaking oil And again I called but not being able to get the time off to get to the service repair Monday through Friday because I work on the same days the service office is open I called several times and asked if it would cause and damage because the car was still leaking and was advised on three separate occasions that because it was the steering pump I could just add fluid and the car would be fine. As for Carmax providing me a rental, they didn't provide me anything my warranty covers rentals when the car is being services so they didn't give me anything that I am not paying for! I stand by my words if the issue had been resolved during the first visit I wouldn't have wasted and additional $ I wasted not only time but also money If Carmax is unable to work on certain types of vehicles I suggest they make that clear before agreeing to do the work I want my $deductible refunded

August
26, *** *** *** ***
",serif">
Moorefield Park Drive, Suite Richmond,
VA *** *** ***
*** *** *** *** *** *** ***
Dear
Mrs***,
Thank
you for forwarding the complaint received in your office from *** *** regarding
the Vehicle purchased from CarMax of Jacksonville, FL (“CarMax”) on April 20,
In the complaint, Mr*** details concerns with the Vehicle’s brakes
and requests that CarMax replace the brake pads and rotors, simultaneously, at
no cost to himOn
or around May 3, Mr*** wife brought the Vehicle to CarMax for
service. During this visit, CarMax
replaced the two front tires, tested the brake fluid and measured the pads and
rotorsAt this time, CarMax confirmed that the brake fluid, pads and rotors were all within guidelines and that
no repairs or replacements were necessary
On
or around August 9, 2016, Mrs*** brought the Vehicle back to CarMax,
stating the brakes were squeaking and that the rotors still needed to be
replacedCarMax again inspected the pads and rotors, and found them to be
within guidelinesDuring
the visit, CarMax allowed Mrs*** to view the Vehicle while it was on a
lift, and also showed the family member the related brake measurementsFollowing
the August 9, service visit, Mr*** called CarMax requesting an additional
brake inspection. CarMax scheduled an
appointment for August 19, However, he did not show for this
appointment. CarMax then placed a
follcall to Mr*** in an attempt to reschedule his appointment, but has
not heard back from him as of August 26, On
both above occasions, CarMax measured and inspected the brakes, confirming that
all examined parts met guidelines. Therefore,
CarMax has made the decision to decline Mr*** request for replacement
CarMax
appreciates the opportunity to respond to this complaint. If you have any additional questions or would
like to discuss this concern further, please contact me at *** ext***
Sincerely,
Jennifer
L***
Analyst,
CarMax 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***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I attempted to talk to the *** *** today at my local CarMax by calling the number and extension listed in the message. I called this morning at and left a message and when I didn't receive a call back I called again at and left another message. When I still had not received a call back I called again at and requested to speak to him directly. I was told he was out of town and they were unsure when he would be back. I requested at that time to speak to someone else regarding our situation. I was given to a *** *** named ***. I explained the situation to her as I have explained in my complaint. She asked if there had been a recall on the vehicle and I stated that we have researched that and were unable to find any recall on our vehicle. She then asked if we had purchased the warranty that they offer at their business when we purchased the vehicle. I explained to her that we did not due to the extra cost of the warranty and not being able to afford it. I explained to her what we are requesting and she stated she didn't think there is anything that could be done but would give the *** *** a message. I asked her when that would be because I had to respond to this complaint and she could not give me an answer besides that he was out of town and not scheduled to be in the office for the next few days. I did not want to take the chance and wait to hear back from him before sending this and considering she told me there is pretty much nothing they could do I would like to reject this offer
I would like to add that since filing this complaint our car is still in the shop getting fixed. We have been told by our local dealer who is fixing it that they had to take the transmission completely apart and order more parts before they could put it back together. There is no estimate at this time of how long this will take. They did offer us a loaner vehicle that we are driving at this time
We were also told when we took the vehicle in for the repairs that our powertrain warranty will run out this month. Our local dealership stated they will contact the manufactorer and attempt to see if the warranty can be extended due to the issues with the car. Again, we have been told that they are unsure if this will happen again in the future
In closing I would like to stress that I understand we bought a used car and did not purchase an extended warranty. We also understand the process of getting a car appraised and what happens with the extra money that is left over on the vehicle if another vehicle is purchased. Our issue in this whole situation is that we are being told that even though there is no recall on our vehicle that this problem is known by the manufactorer who makes it known to the dealerships. If this is the case we feel that if CarMax had done a complete check on this vehicle before putting it on the lot they could have known of this problem and not sold it or explained it to the potential buyer. Our purchase of this vehicle last year was a quick decision due to needing a vehicle for commuting after our other vehicle broke down and could not be fixed (there was a matter of a day between our old vehicle breaking down and the purchase of this vehicle). If we had had the time we would have researched the vehicle before purchasing it but we had to make a quick decision and, due to our credit and finances, this was our only option. All we want at this point is a dependable vehicle that we can use to commute back and forth to work and trust to have our infant son in that we won't get stuck along the road due to it malfunctioning. Our commute is miles one way from where we leave. We are a growing family with other bills to pay and no bamoney for another vehicle or to continue to pay to fix the one we have. I hope that CarMax will understand this and try to help us in anyway they can. Thank you
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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 typical corporate response The facts and the timeline in Carmax's email are not true and are misrepresenting of any and all correspondence we had with the them They are once again putting the consumer at fault and not taking responsibility for their actions Carmax may have policies as a company, but they have associates that do not follow these policies I expected this response from Carmax after serving years in the corporate world I do not want any further contact from Carmax on the matter All the facts are on the phone conversations, that may or may not have been recorded by them, because we never received anything in writing, even though we requested this on several occasions
Regards,*** *** *** ** *** *** ** *** *** ***

March 22nd,
*** ***, Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** *** (VIN: ***
the “Vehicle”)
*** ***
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Ms*** regarding her purchase of
the Vehicle from CarMax of Gilbert, AZ (“CarMax”) on July 2nd,
At
that time, Ms*** also elected to purchase a MaxCare Extended Service Plan
(“ESP”) for a term of months, or until the Vehicle exceeded 100,miles,
with a deductible of $In her complaint, Ms*** requested repair of
the Vehicle for a check engine light concern free of charge under the ESP
CarMax
was aware of Ms***’ concerns on the Vehicle prior to receiving this
complaintA review of CarMax service records indicate that repairs were
completed on the Vehicle to address a check engine light concern on November 19th,
At that time, CarMax determined that the fuel cap failed, causing the
check engine light to come onCarMax replaced the fuel cap and the check
engine light turned off
Ms
*** scheduled an additional appointment on February 3rd, 2016, for
a check engine light concern; however, did not show for this appointment
CarMax would be happy to diagnose any of Ms***’ concerns if she would
like to make an appointmentIf there are any repairs needed that are related
to previous repairs which were completed, Ms***’ concerns may be covered
free of charge under CarMax’s 6-month, 6,000-mile guarantee if Ms*** has
not exceeded the mileage parameters
CarMax service department
can be reached at (480) 518-8101, option If Ms*** has any further
questions, she may contact me at 1-800-519-1511, ext***
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

May 17th,
*** ***, Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
(VIN: *** the
“Vehicle”)
Dear Mrs***,
Thank you for forwarding the
complaint received in your office from Mr*** regarding his purchase of
the Vehicle from CarMax of Indianapolis, IN (“CarMax”) on December 8th,
In
his complaint, Mr*** requested that CarMax replace the tires on the
Vehicle
CarMax
was aware of Mr***’ concerns prior to receiving this complaintAccording
to CarMax’s records an inspection of the tires on the Vehicle was completed at
CarMax in approximately February of At that time, each tire exceeded
CarMax’s standards
Mr
*** contacted CarMax Customer Relations on approximately April 29th,
2016, reiterating concerns about possible dry-rot associated with his tires and
requested CarMax replace the tires at no cost to himMr*** has put on
approximately 10,miles since purchasing and is outside of any warranty
period which CarMax offers
CarMax
would be happy to replace the tires on the Vehicle; however, the cost of this
repair would be the responsibility of Mr***
In
the event that Mr*** has further questions, he is welcomed to contact me
at 855-562-4935, ext***
Thank
you for providing CarMax the opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, I do not appreciate the insinuating tone that you are suggesting that my credit is the reason for denial I have contacted NUMEROUS companies and all of them have advised me that no one refinances cars that are more than years old, which I am guessing you already know It has nothing to do with my credit I put in the information on the car and it is immediately turned down to even apply for refinancing As I originally stated, your sales person advised me that I would be able to refinance in about months, with pretty much any finance agency Had I not been told this, I never would have purchased a car with a rip off interest rate of 27%! When I brought the car in for appraisal a few months ago, you all advised me that you would only give me $for it!! You sold me a car for almost $1/years ago and now you offer me barely $4000!!! Do you plan on paying the difference in your meager offer and what is owed on the car? Do you plan on guaranteeing financing for me without a hard inquiry hitting my credit report? I suggest you come with a better offer than this or we will find ourselves in court battling this out I do not appreciate the sales tactics that your salesperson engaged in when I purchased this car I want a better resolution than this
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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 no way shape or form fixes the issueI can get a diagnostic anywhere I wantThe issue is CARMAX did not do their due diligence on the vehicleStarting from the salesman upWear and tear is not the case eitherThis car was put together for a quick sale to pass the issues onto the poor victim who ended up buying the car (myself)I currently owe 17,on the loan and would like CARMAX to pay that amount and take the car backThat is the only resolution I will accept.
Regards,
*** ***

*** ***
Revdex.com
class="MsoNormal">Moorefield Park Drive Suite
Richmond, VA
Re: *** *** ***
Dear *** ***,
Thank you for forwarding the complaint *** received in your office from *** *** *** regarding the *** *** *** *** *** *** *** (the “Vehicle”) that he purchased on or about January 18, from the CarMax store located in *** *** (“CarMax”). In this complaint, *** ***, is requesting an exchange of this vehicle or a reasonable buyout of the loan
CarMax addressed electrical and no start concerns on or about July 21, 2014. CarMax agreed to provide *** *** a loaner vehicle and use a vendor to try and diagnose and repair his concerns during this visit. The CarMax vendor diagnosed the problem as a failure with an electrical junction box. The vendor repaired the Vehicle, and *** *** picked up the Vehicle on or about August 6, 2014. *** *** brought the Vehicle back to CarMax with concerns of similar electrical issues happening to the air conditioning system, instrument cluster, windows, and radio not working on or about August 14, 2014. CarMax provided *** *** a loaner vehicle and agreed to try and duplicate his concerns. CarMax was not able to duplicate the concerns during this visit
CarMax invited *** *** to have his vehicle appraised. *** *** agreed to receive a written appraisal offer from CarMax on or about August 14, 2014. A written appraisal offer was completed on or about August 14, 2014. The appraisal offer was valid for seven days.
CarMax is offering to continue to work with *** *** to select another vehicle. If *** *** desires to sell the Vehicle to CarMax, he will need to have the vehicle reappraised.
CarMax appreciates the opportunity to respond to this complaint.
Please call me at *** ***, extension***, if you have any questions
Sincerely,
*** ***
*** *** ***

March 9, 2015*** ***, Operations SupervisorRevdex.com Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re *** ***: *** *** *** (the “Vehicle”), VIN: ***Dear Ms***: I am in receipt of the additional message in response to the complaint dated February 9, regarding the Vehicle.As previously stated, work performed by CarMax comes with a 6-month or 6,000-mile limited warranty CarMax performed brake work on the Vehicle on or about October 29, 2014, and would be happy to readdress any outstanding brake concerns under the terms of the 30-Day Limited Warranty CarMax’s records also indicate that the Service Department left a voicemail with Mr*** on or about January 23, and on or about March 9, to schedule an appointment to readdress his concern However, CarMax has not received a return call from Mr***.CarMax appreciates the opportunity to respond to this complaint and encourages Mr*** to contact the Service Department to schedule a follappointment. Please contact me at *** extension *** with any questions you may have.Sincerely,*** ***Analyst, Customer Relations

Good afternoon,
I am *** documentation regarding my complaint, I would also like to advise that my car was under a open recall at the time of purchase for the taillights/signal lights
CarMax failed to disclose this information, my car was at their facility three times for repair however all attempts failedAfter the third attempt I contacted the *** *** *** *** and was advised of the recallPlease*** *** documentation
Sincerely,
*** * ***

September 21,
*** *** ***
***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
*** *** ** *** *** ***
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Mr*** regarding
his purchase of the Vehicle from CarMax of *** ** (“CarMax”) on December 2nd,
At that time, Mr*** also elected to purchase a MaxCare Extended
Service Plan (“ESP”) for a term of months or until the Vehicle exceeded
100,miles with a deductible of $
CarMax
previously spoke with Mr*** regarding repair concerns during the 30-Day
Limited Warranty periodCarMax agreed to pay $in repair costsThere will be
no further involvement for CarMax related to these repairs
Mr
*** may have any new repair concerns addressed at the repair facility of his
choice as his ESP remains valid
If Mr
*** has any further questions, he may contact me directly at ***,
ext***
Sincerely,
*** ***
Analyst, CarMax Customer Relations