CarMax , Inc.

[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

Roman';">                                  ...⇄ August 5, 2014
Via Electronic Mail
[redacted]
Revdex.com
[redacted]
[redacted]
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. On December 7, 2013, [redacted] purchased a [redacted], VIN [redacted]the “Vehicle”), at the CarMax of [redacted].  In her complaint, [redacted] is requesting that CarMax waive the cost for the repair of both the ball bearings and tailgate mechanism.
On July 23, 2014, [redacted] spoke to [redacted], Service Manager.  [redacted] stated that she had several repairs issues since her purchase in December 2013.  [redacted] let [redacted] that he would have to review her history and call her back. 
On July 25, 2014, [redacted] spoke to [redacted] again and let know that her current repairs were not part of any previous repairs.  As a good will gesture [redacted] offered to waive the diagnostic charge. After reviewing the cost of repairs, [redacted] offered to help with the cost of the repairs too as a one-time offer.  [redacted] reduced the cost of the repairs to $369.00 from $895.00.
CarMax appreciates the opportunity to respond to this complaint. This offer is still available if [redacted] would like CarMax to repair her vehicle.  If you have any questions, please call me at [redacted].
                                   
[redacted]
[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]

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]

[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
February 27, 2014 from the CarMax store located in Memphis, Tennessee.
As stated in his letter, [redacted] took his Vehicle to CarMax on or about March 28, 2014 to have several repairs completed.  All repairs were completed at no cost to [redacted] under the 30 Day Limited Warranty. CarMax was not aware of any additional concerns as the store has not heard back from [redacted].  CarMax would appreciate the opportunity to address any additional concerns that [redacted] may have.
[redacted] may contact the CarMax store located in Memphis, Tennessee and ask to speak to the
Service Manager at [redacted] extension [redacted].  CarMax appreciates the opportunity to respond to this complaint.
Please call me at [redacted], extension [redacted], if you have any questions.
Sincerely,
[redacted]
Analyst, Executive Response Team

January
15, 2015
"Times New Roman",serif;">[redacted], Operations Supervisor
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 Mrs. [redacted]
regarding the Vehicle purchased from CarMax of [redacted], Georgia
("CarMax" ) on 27 December, 2014. 
In her complaint, Mrs. [redacted] requests compensation for, or
installation of, certain options on the Vehicle, or a reduction in its purchase
price.
 
As
stated in the complaint, CarMax had incorrectly listed the Vehicle as having
leather seats.  CarMax made no mention of
the Vehicle being equipped with xenon headlights and washers.  As Mrs. [redacted] indicated that these were
options that she desired, CarMax attempted to locate a like vehicle from within
existing inventory that had these features. 
 
Ultimately,
CarMax management was unsuccessful in sourcing a vehicle that met Mrs.
[redacted]'s expectations.  In the interest
of customer service, CarMax management extended the option of a full return
through 7 January, 2015.  Mrs. [redacted]
elected to keep the Vehicle.  While
CarMax is unable to take return of the Vehicle at this time, CarMax would be
happy to appraise the Vehicle and make an offer to purchase it.  CarMax declines to provide any additional
relief.
 
Thank you
kindly for providing CarMax the opportunity to respond to this matter. 
Sincerely,
[redacted]
Analyst,
CarMax Customer Relations

March 25, 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]
[redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on March 12, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Merriam, Kansas (“CarMax”), on or about December 2, 2010.  [redacted] requested to be reimbursed for the diagnosis and repairs of the oil leak in his desired settlement.
[redacted] mentioned in his complaint that he currently still has an oil leak.  CarMax reached out to [redacted] on or about March 12, 2014 to discuss his concern.  CarMax invited [redacted] to bring the Vehicle in for a diagnosis and to have the needed repairs completed.  CarMax offered to provide [redacted] with transportation while the needed repairs were being completed.  [redacted] declined the offer and stated he would be taking the Vehicle to a third party dealer.
 
As a gesture of goodwill CarMax submitted a reimbursement in the amount of $[redacted] on or about March 25, 2014 for [redacted] past two Service visits. 
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

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]

Roman';">                                  ...⇄ September 4, 2014
Via Electronic Mail
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re: [redacted] #[redacted]
Dear [redacted]:
Thank you for forwarding the complaint of [redacted]. On April 19, 2013, [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of [redacted]  In his complaint, [redacted] is requesting that CarMax offer him some assistance with his negative equity or buy the Vehicle back for the amount he originally paid for it.
[redacted] is wanting to trade or refinance the Vehicle due to the loss of his job.  CarMax has made several appraisal offers and [redacted] is not happy because of his negative equity.  CarMax declines [redacted]’s request as set forth in his complaint. 
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext[redacted].
                                   
Sincerely,
[redacted]
[redacted]

October 16, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted]
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
[redacted]  [redacted]
[redacted]
Dear [redacted]
I am in receipt of the complaint filed by [redacted] on September 25, 2014 regarding a [redacted] (the “Vehicle”), [redacted], that was purchased at the CarMax store located in [redacted] (“CarMax”), on or about August 31, 2014.  [redacted] requested in her desired settlement that CarMax fix her Vehicle.
[redacted] shared in the complaint her frustrations around her repair delays.  [redacted] on or about September 25, 2014 dropped the Vehicle off for CarMax to address an air condition concern.  At the time of dropping the Vehicle off CarMax provided [redacted] a loaner vehicle.  CarMax diagnosed the Vehicle and was able to duplicate the air conditioning concern.  CarMax ordered the necessary parts for the repair.  Repairs were completed on or about September 30, 2014.  CarMax advised [redacted] the Vehicle was repaired and ready for pick up.  [redacted] mentioned that she was out of town for business and would not return until October 2, 2014.  She shared she would pick up her Vehicle when returning on October 2, 2014 or the following day October 3, 2014.
CarMax appreciates the opportunity to respond to this complaint and considers this complaint resolved.  Please contact me at ([redacted]) [redacted] extension [redacted] with any questions you may have.
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.You keep referencing the past repairs as something that would resolve this claim. This is for another defect on the vehicle with an entirely different set of components in the vehicle that should of been taken care of. Plus now you're violating the Confidentiality Agreement your company signed with me after our previous arbitration.
Regards,
[redacted]

April 25th, 2014
[redacted]
Revdex.com
[redacted]
[redacted]
RE: [redacted]
[redacted] VIN: [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the additional message regarding the complaint that was filed by [redacted].
Research shows the CarMax Management Team has been in contact with [redacted].  An appointment is scheduled to review [redacted]’s concerns to determine what options are available to assist.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
[redacted], CarMax

[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]

[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
class="MsoNormal">[redacted]
 
 
[redacted]
 
Thank you for forwarding the complaint received in your
office from [redacted] regarding the [redacted](the “Vehicle”)that she purchased on or about
May 2, 2015 from the CarMax store located in [redacted]. In this complaint, Ms. [redacted] is requesting a change in the
inspection policy.
 
As stated in the complaint, Ms. [redacted] had concerns about
the Vehicle.  On or about May 26, 2015,
Ms. [redacted] had an appointment at CarMax to address concerns with a check
engine light.  After diagnosis, it was
determined that there were misfires with the number 1, 3, and 5 cylinders due
to carbon build up. At that time, CarMax completed a decarbonization of the intake
valves and it was determined that this took care of the check engine light
concern.  This repair was completed under
the 30 Day Limited Warranty at no cost to Ms. [redacted]. Carmax was not aware of
any other concerns at that time.
 
The CarMax service manager reached out to Ms. [redacted] to
see how the Vehicle was operating. It was at that time that Ms. [redacted] stated
that the Vehicle was currently in service having a headgasket replaced under
the Maxcare Extended Service Plan. Ms. [redacted] stated that if she had any
additional concerns, she would contact the store.
 
 
CarMax appreciates the opportunity to respond to this
complaint. Please call me at [redacted]
Extension [redacted].
 
Sincerely,
 
 
 
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Although Carmax did relay their settlement agreement regarding and in response to my complaint, I would like the balance written off as a Charity adjustment not [redacted] reported to[redacted]. I am on total disability and do not or should not have to deal with any issues regarding this matter and should be handled as such. My sister spoke with Carmac yesterday to give us something in writing and also informed her that once we have paid remaining balance in full, he would mail us the "title" to the truck. We need this in writing from Carmax with all pertinent information as noted in the response sent to your office at the Revdex.com.
We need this letter of confirmation and acceptance sent out asap to the address they have on file which is the home address.
Please confirm with Carmax that this is part of the settlement and my agreement with them as well as their agreement with me in the handling of this complaint.
Thank you,
Sincerely,
[redacted]
Mobile [redacted]
Regards,
[redacted]

I decided to purchase a car from Carmax after getting approved through [redacted], They recommended Carmax to me and after doing some research I found a car I liked and began the process to purchase the car from Carmax. The car was a 2013 [redacted] 500 abarth with under 17k miles on it, after purchasing the car and owning it for just under 4 months many issues started to arise with the vehicle the [redacted] spent a total of 2 months in my local swfl [redacted] dealer with a head [redacted] tech explaining the car was unfixable with an internal electrical issue, after contacting Carmax and explaining my frustration I was told I could trade the car in due to it being past the 5 day money back guarantee, I was not pleased with this answer so I contacted the corporate office and explained the situation resulting in me meeting the gm of the local Carmax dealer and he was able to buy the car back minus the negative owed for tax tag and title, so reluctant from past experience I accepted and proceeded to give Carmax another chance, I ended up finding a car which I always dreamed of owning a 2014 mustang 5.0 manual, and proceeded to purchase this vehicle for my replacement. After the deal was over I took the car on a small road trip about 300 miles round trip and noticed the car had some serious shifting issues and would not go into gear with ease, after contacting the gm and local store explaining the problem they advised to bring the car back asap. After making it back home the mustang was towed back to Carmax due to the clutch/transmission failure, at this point I am very unhappy that my 2nd car was a bust and I am in need of reliable transportation. so I decided to take a different approach and go with a normal everyday driver not a sports car from Carmax, so my adviser showed me a 2013 ford focus se automatic, with 40k miles. now at first I was very scared of owing this car due to it being used as a rental car its whole life but my sales rep explained the 120 point inspection and the car was certified to be in perfect working order, that turned out to be false. after owning the car 2 months the clutch in the transmission completely gave out and the car was in some serious need of repairs. this is my 3rd car I purchased from Carmax all 3 resulting in problems, I brought the focus back to Carmax and explained my issues and I just wanted to trade it in without me causing anymore headaches for the gm. sadly they could not get me approved for financing due to them appraising the car for less then what I purchased it for 2 months earlier. I was forced to borrow money from my girlfriends dad and I ended up selling the car back to Carmax and paying off the different with a credit car to remove myself from the poisonous Carmax all together. I do not recommend my worst enemy to buy a car or any vehicle for that matter from Carmax ever, was the worst car buying experience I have ever dealt with.

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 however do not have a vehicle that functions properly.  With the extensive repairs performed by CARMAX I am still unable to travel outside of the city.  I would think that CARMAX having done all the repairs on this vehicle CARMAX would have made a better offer of a trade-in appraisal than $700.00. 
I know that this vehicle was mis-represented from the beginning.  This vehicle is definitely a LEMON.  I want my $$ back.  I am a single parent, a woman.
I fell duped.  This vehicle has definitely affected me and my family negatively.  It summer, extremely hot, I cannot afford another $1000.00 to repair the lacking codes needed to have a functioning vehicle.
Regards,
[redacted]

Roman';">                                  ...⇄ September 9, 2014
Via Electronic Mail
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re: [redacted]
Dear [redacted]
Thank you for forwarding the complaint of [redacted]. On April 21, 2012, [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of [redacted].  In his complaint, [redacted] is requesting that CarMax refund him $1,079.00 for the return of his Extended Service Policy (“ESP”).
CarMax has processed the return of his ESP on June 16, 2014.  This refund was sent to his finance company that financed the ESP at the time of purchase.  CarMax has let [redacted] know that his finance company would be issuing the refund to him directly in the form of a debit card.  CarMax has also provide [redacted] information via email if he didn’t receive the debit card.
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted] ext[redacted].
                                   
Sincerely,
[redacted]

August 5, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted]
Revdex.com Serving Central Virginia, Inc.
[redacted]
Re:  Complaint ID [redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on July 22, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in [redacted] (“CarMax”), on or about April 19, 2014.  [redacted] requested in her desired settlement that CarMax replace all four of her tires.
[redacted] mentioned in her complaint that she took the Vehicle to [redacted] to have the tires rotated and was advised they could not be rotated due to the damage.  [redacted] also mentioned she took the Vehicle to Discount Tire and was advised the tires should not have passed inspection.
[redacted] before purchasing the Vehicle addressed the tire concern with her Sales Consultant and a Sales Manager.  CarMax inspected the tires and confirmed that they did not need to be replaced.  [redacted] agreed to continue with purchase of the Vehicle. 
CarMax offers a five calendar day money back guarantee policy on all used vehicles.  [redacted] had the opportunity to return the Vehicle during the five calendar day money back guarantee.  She decided to keep the Vehicle.
 
As a gesture of goodwill, CarMax has offered tires to [redacted] at a discounted rate.  She has accepted the offer and is currently working with the store to schedule her appointment.
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]

September 16, 2016
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mr. [redacted]
Complaint ID [redacted]
Dear Mrs. [redacted]:
On or about September 15, 2016, CarMax attempted to make contact with Mr. [redacted] by phone, in order to offer him a written appraisal for the Vehicle in the amount of $16,000.00.  This offer does not reflect any deduction due to the current damage to the driver’s side headlight, but is contingent upon the Vehicle being in the same condition as when CarMax last saw it (with no new damage or excessive mileage).
If Mr. [redacted] would like to accept this offer, he is encouraged to visit CarMax’s Southwest Freeway location within 7 days from the receipt of this  response.  
Alternatively, CarMax is willing to fix the damage to the driver’s side headlight at no cost to Mr. [redacted] if he would like to keep the Vehicle.
If Mr. [redacted] has any additional questions or concerns, please request that he contact me at [redacted]
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]