CarMax , Inc.

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]

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.
Please investigate this further
Regards,
[redacted]

October 2, 2015
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
[redacted]
Complaint ID: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated September 19, 2015 regarding
the Vehicle purchased from the CarMax store located in Laurel, Maryland (“CarMax”)
on or about February 18, 2015.
 
CarMax’s records indicate that Mr. [redacted] was issued a refund of $300.00 for his MaxCare extended service plan deductible
on or about September 19. 2015.  CarMax’s
records also indicate the refund was issued in the form of cash and was
presented to Mr. [redacted] in person.
 
 
CarMax 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

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.

[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.
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]

I bought a 2011 [redacted] from CarMax and was very pleased with my experience from the Sales team to the Finance team. This was the easiest car buying and selling experience I have ever had. I went in, sold my previous car to them and purchased another all within a couple hours. My salesman was by my side from the time I walked in, to the time I left. A week or so later my salesman called to make sure everything was going good with the car. After having the car a year I called the service department with a concern from a noise under the hood and was informed I was still under factory warranty so I needed to take it to [redacted] first. Within 3 days of that called I have had 2 different people from CarMax call to check on the car and to make sure I was able to get a [redacted] dealer to help me. What fast, friendly, and over all Great service!!.

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]
Carmax painted the front of the vehicle not just the bumper. This isnt a cosmetic paint job. The bumber and the section between the headlights by thehood all have been painted. To make it sound like a simple scratch and touch up. They just keep misleading the way they are describing it. I would have reconsider purchasing the vehicle if it was disclosed that the front had been repainted. I spoke to [redacted] he said the bumper had the front including the section between the lights had been painted. Why paint the whole front of a vehicle they are affecting the value of the car.

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]

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.
Thank you for the response however the information is not completely accurate. 
I had the vehicle appraised on 12/31 and the report advised that all the mechanical machinery was working efficiently. Only 10 days later, my car stopped and I had to get the transmission rebuilt completely. My mechanic advised that the converter was coming apart and the filter was stopped up. He also advised that there is no way all of these transmissions issues surfaced in the last 10 days. He advised that the issues should have been caught when I received an appraisal. If your company is unable to purchase the 'lemon' back, I will settle for the repairs and rental car expenses to be covered in the amount of $2000. Because of this issue, I had to take out a loan to pay for the vehicle repairs and rent a car until the repairs were completed. I am graciously asking Carmax to pay these expenses because the transmission problem should have been identified 10 days prior while the car was in your possession.
 
Regards,
[redacted]

May 26, 2015
 
[redacted] 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. [redacted] regarding the [redacted],
(the “Vehicle”) that was purchased on or about August 2, 2012 at the CarMax
store located in Orlando, Florida (“CarMax”). 
In this complaint Mr. [redacted]r is requesting the difference of book value
at the time of sale.  
According to our records, CarMax has been in communication
with Mr. [redacted]r to work out a resolution.
CarMax appreciates the opportunity to respond to this
complaint. 
Please call me at [redacted], if you
have any questions.
 
Sincerely,
 
 
[redacted]
Analyst, Customer Relations

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

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mr. [redacted]
Complaint ID: [redacted]
2013 [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]                                   ...⇄
Thank you for forwarding the complaint dated May 5, 2016 regarding
the Vehicle purchased from the CarMax store located in Norcross, Georgia (“CarMax”)
on or about February 3, 2016.
In his complaint, Mr. [redacted] describes concerns with size of the
Vehicle’s tires, which he expresses is owned by his stepson. Mr. Lewis requests
that CarMax reimburse the Vehicle’s owner for the cost of the new tires.
CarMax’s records indicate that the Customer Relations department
and management at the Norcross location have been in contact with the Vehicle’s
owner regarding his concerns, and have fully resolved this concern by issuing
the reimbursement.
Should the owner of the Vehicle have additional questions or
concerns, he is encouraged to call the CarMax Norcross location at 770-263-8808.
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, Executive Response Team

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Since I did not purchase a vehicle from them because of the events I described above, I would like for the [redacted] Auto Loan that they applied for be closed and to be refunded the $2592.00 that my Auto Loan has increased as a result of their unethical business tactics.[redacted] Auto Finance is the lender that we decided would be best when I spoke with the CarMax sales representatives.  Even though they needed verification of income, bank accounts which would have been supplied if I hadn't had such a bad experience from this dealership.  My husband and I then drove up to [redacted], NY and purchased a vehichle from [redacted].  [redacted] completed a credit application for us, the same that CARMAX had, we chose to use [redacted] Auto Finance as it was a better rate but come to find out they were not allowed to finance me through [redacted] because CARMAX owned the rights to the initial credit application, even though I did not purchase a vehicle from them...  The monthly amount I was quoted by CARMAX for a more expensive vehichle(without warranty) was $100 less a month then I am paying now for a 3 year $4,500 warranty.  Please see attachments of [redacted] Auto Finance letter for CARMAX and my monthly bill with Chrysler Capital that I had to settle for because of the position I was put in by CARMAX. Also CARMAX records their telephone conversations, please submit and review those as well.
Regards,[redacted]

May 9th, 2014
name="OLE_LINK4">
[redacted], Operations Supervisor
Revdex.com
701 East Franklin Street
Richmond, Virginia23219
RE: [redacted] VIN: [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of Laurel, Maryland (“CarMax”) on or about July 19th, 2013.  In her complaint, [redacted] shares her frustrations with the on-going repair concerns with the Vehicle.  Due to her frustrations, [redacted] is requesting that CarMax complete the current repair needs at no cost to her.
CarMax recognizes [redacted] frustrations, however the current repair needs were not caused by the previous repairs completed by CarMax and are outside of CarMax’s control.  However, as a gesture of goodwill, CarMax has offered to pay [redacted] of the current repair needs mentioned in the complaint in an effort to assist [redacted].
[redacted] is invited to contact the Service Manager of CarMax ([redacted]) if she chooses to accept the offer.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
Analyst, CarMax

July 19th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE: Juan [redacted]Dear Mrs. [redacted],     ...

      Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding his attempt to purchase the Vehicle from CarMax of Beaverton, OR (“CarMax”). In his complaint, Mr. [redacted] requested reimbursement of the $899 transfer fee that he paid CarMax charged for the Vehicle transfer.            CarMax initiated the transfer of the Vehicle from Tinley Park, IL to Beaverton, OR on approximately June 11th, 2016. The Vehicle arrived well within the 28-day time period communicated to Mr. [redacted]. At the time the Vehicle arrived, CarMax completed an appraisal on a vehicle Mr. [redacted] wished to trade in for the Vehicle. A competitive offer was made however Mr. [redacted] declined CarMax’s offer.             CarMax will not be participating in Mr. [redacted] requested settlement as the transfer fee is a non-refundable charge used for the transport of the Vehicle to a location more convenient for Mr. [redacted]. Additionally, CarMax does not make or guarantee the amount of any appraisal offer over the telephone.If Mr. [redacted] has any questions about this offer, he is welcomed to contact me at [redacted], ext. [redacted].  Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]
[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.
I have not been satisfied with [redacted] response throughout my entire dealings with this issue and would like to have someone else review this complaint and respond accordingly.  I have reached out to him on a number of occassions with no replies from him causing this to be a drawn out process.  I feel that CarMax deceived me in to telling me that I owe for something that we less.  They deceived me in stating that I would be receiving a refund due to an overpayment on the part of CarMax.  I have been deceived by the entire practice from this company and this is NOT how a company is able to do business.
As [redacted] has failed to respond to my numerous e-mails, I would like to have a response from a member of the management team, and not an Analyst who responded to my [redacted] post.  I have included my string of e-mails that have involved Curt.  
Regards,
[redacted]

Revdex.com:Thank you for responding to my complaint. I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and would like to provide the following update:
This morning marks 114 days of ownership, and 75 days in the shop. At this point, I have been in constant daily communications with both CarMax Corporate and their Laurel MD location. At this point, we've pretty much decided that the car is unrepairable and are giving up on it. CarMax is in the process of locating another car from their inventory as a replacement, and are processing a full return of the one listed in this complaint. With any luck, we'll be able to solve the situation, as we can't seem to fix the car. 
I would like to leave this case open until that final resolution has been reached, however. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] The fact that I purchased two cars back to back that immediately needed repairs is unacceptable. Carmax is supposed to be the use car dealer that one can trust when buying a pre-owned car. I will state this: I do not accept your "offer" and I care little about returning to Carmax for any further business. I understand that even in the "professional" world that a "used car salesman" still cannot be trusted. Unfortunately now, should I even choose to return the vehicle for another vehicle or sell this one back for a refund of my down payment, my credit has been "dinged" in doing so much "business" with you all lately that I wouldn't even be able to take my money else where without having an ungodly interest rate. You would not be satisfied in my situation, my co-workers that I've told would not be satisfied with my situation, and above all I am not satisfied with my situation. Carmax has failed, utterly, what with me being a first time customer and it is not welcome. Your "offer" is offensive and does nothing for the stress Carmax has placed on me. I understand, though. It's all about the Benjamins. Customer service does not exist anymore these days. It's a façade. I regret ever doing business with Carmax and will I ever return. You have a great day.

September 16, 2014
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]  
Complaint ID [redacted]  VIN: [redacted] (the...

“Vehicle”)
Dear [redacted]
Thank you for forwarding the complaint dated August 17, 2014 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about April 26, 2012.  [redacted] did not request a desired settlement, but is inquiring on the status of her refund.
According to the complaint, [redacted] sold the Vehicle to [redacted] on or about August 6, 2014.  [redacted] was then entitled to receive a prorated refund from CarMax for her GAP Insurance and Extended Care Plan.
CarMax processed [redacted] refund in the total amount of $1847.43 on August 19, 2014 and reimbursement check #[redacted] was mailed to her home address of [redacted] on August 22, 2014.
CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced and considers the refund the resolution to this complaint.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]

December 19, 2014
Roman"> 
[redacted]
Revdex.com
[redacted]
 
RE:  [redacted]
        [redacted]  VIN [redacted] (“the Vehicle”)
 
Dear [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] [redacted] regarding the Vehicle purchased from CarMax of[redacted],[redacted] (“CarMax”) on 6/22/13. [redacted] references a transmission failure and is requesting that CarMax pay the full amount of the repair on the Vehicle.
 
Upon purchase of the Vehicle on 6/22/2013, all fluid levels were satisfactory and within CarMax standards. After [redacted]’ initial complaint on or about 10/13/2014, CarMax had a third party, [redacted], inspect the Vehicle.  [redacted] stated that there was very fresh transmission fluid present, which would suggest it had been changed since the time of purchase. CarMax had not serviced the vehicle in about 8 months and has never completed any transmission work on it. Additionally, CarMax had not been informed of any transmission concerns that [redacted] had on the Vehicle. CarMax has assured [redacted] that if the Vehicle had experienced a lack of lubrication or lack of fluid; the Vehicle would have needed service at some point in the approximately 16 months of ownership (and we do not know mileage when vehicle was looked at by [redacted]) before this was brought to our attention.
 
Per[redacted], it is suggested that this Vehicle have manual transmission fluid replaced every 60,000 miles. During CarMax’s reconditioning process, the transmission and fluid were inspected. CarMax found no issues present in the transmission or the fluid. The customer has since had possession of the Vehicle without transmission concerns mentioned to CarMax since the sale on 6/22/2013.
 
CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaint. CarMax will not be assisting with any repairs on the Vehicle’s transmission. Please call me at ([redacted])[redacted]-[redacted], extension[redacted], if you have any questions.
 
 
Sincerely,
 
[redacted]
CarMax Customer Relations