CarMax , Inc.

I purchased it from CarMax ** in [redacted]. I purchased a [redacted] and I took it in for service at the [redacted], location in[redacted] . Please let me know if you have any other questions....

Thanks ...

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.
This resolution does nothing to address the abuse my family and I received nor the regulations and laws that were violated.  I will happily contact the number and pass on the voice mail that was left implying that if I had used my affiliation with real estate to assist her daughter we may have been able to work something out.  There is also no mention that I was hospitalized in January and accrued ~$50,000.00 in hospital expenses due an injury I received as an active [redacted].  Having to accommodate that medical expense, I was unable to accommodate my normal living expenses for a time.  Would Carmax Auto Finance not consider granting a hardship to a Veteran of the [redacted] whom had recently (while under financing) experience medical hardship as a result of enlisted service? 
In reality this response was a denial of my claims with exception to the voice mail.  There is no acceptance of responsibility for actions taken.  This is unacceptable.
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.
CarMax states they were "unaware" of further issues. I and along with my wife contacted management and made complaints about the errors CarMax made. We made complaints multiple times and they are not wanting or willing to do anything.
Regards,
[redacted]

Revdex.com
font-family: 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 she purchased on or about August 8, 2010 from the CarMax store located in Inglewood California.  In this complaint, [redacted] is requesting replacement of a key and repair of her vehicle in a timely manner and at no additional cost to her.
As stated in her letter there have been delays in completing her repairs due to the unavailability of [redacted] parts. In regard to appointments, CarMax does require customers to make an appointment prior to dropping off a Vehicle due to time constraints as we are seeing customers throughout the day. Once we have had an opportunity to diagnose the Vehicle, it can then be determined if the customer would be eligible for a rental based on the [redacted].
CarMax has repaired [redacted] Vehicle at no additional cost to her and provided her with another key.  CarMax acknowledges and regrets any frustration that [redacted] has experienced due to the delay in getting her vehicle repaired.
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

July 23, 2014
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re:  Complaint ID [redacted]
Dear [redacted]:
Thank you for forwarding the additional correspondence received from [redacted] in which she states that the proposed resolution will not resolve her concerns. 
As stated in our previous response, [redacted] is a product that is only available at time of purchase.  [redacted] declined the purchase of [redacted] by initialing the Buyer’s Guide at time of purchase.
CarMax would like to invite [redacted] to contact the Service department of CarMax ([redacted]) if she has any needed repairs to address.  [redacted] would be responsible for the diagnosis and any needed repair cost.  In addition, CarMax would be happy to provide [redacted] a copy of the Buyer’s Order showing where she initialed declining the purchase of [redacted].
Thank you for providing CarMax an opportunity to respond.  Please give me a call at [redacted] ext. [redacted] if any further assistance is needed.
Sincerely,
[redacted]
Analyst, Customer Relations

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]

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

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

Revdex.com:
People who work with Carmax's "customer service" do not care about the customers. I had to resolve ON MY OWN, not [redacted] who had promised to call on Monday. I had faxed her info onFri., she called me back on WED. I had it already figured out by then with no help from people who were supposedly helping me. How patient would YOU be with what seemed to be a $7000mistake. I was just trying to get some help quickly.....good luck.If my company had issues like I thought I was having, we would be all over it trying to straighten out. This is NOT the case with your financial people at Carmax. I had to call EVERY MONTH when I made a larger payment to have it go directly to the principle. How ridiculous is this when I told the salesman I intended to pay it off early. I was toldit needed to be written in the contract. Obviously it was not. More than once I got someone who didn't have a clue what I meant about putting the extra money on the principle. Aren't these supposed to be financial people? EVERY MONTH when I called, I got people who either had attitude (when someone finally answered, it was usually about a 20 minute ordeal. ) How ridiculous that I had to chase after mypayments to make sure they were being taken care of correctly. It is really a pitiful practice.[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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have [redacted] service receipts of all of the repairs and routine maintenance on the car.  To get thrown the neglect card on your part is simply a low ball.  As stated on the service receipts the car was properly maintained and the vehicle suffered catastrophic failure only after 2 months 4k miles on synthetic oil.  If a vehicle is losing 5 quarts of oil in 4k miles, there is definitely something wrong with the vehicle.  I have also attached two documents from two different companies ([redacted])  warning me the car had internal issues 1 week after purchase and as stated before, Carmax denied me of turning the car in because I was 3 days past the 30 day return policy (even though the car was in the shop for 3 weeks after I purchased it.
In all sincerity, from a customer service standpoint, I am furious with the way Carmax has handled this situation.  I am appalled that Carmax as a company would allow a vehicle to go off the lot with their so called "multi point inspection" and not honor their word when something happens.  Im sure you understand my frustration of having to pay a close to $400 payment on the vehicle, pay for insurance for a car that has been sitting at a shop for 4 months, and still facing the stress of Carmax telling me a $7k claim was denied due to neglect?  All of my family have been loyal customers of carmax for years; and Im saddened to see/hear that once proud saying of 'I bought my car from car max" to a bitter taste every time we hear the radio/tv commercials. 
Thanks you for your response.  I look forward to hearing from you.

August 27, 2014

class="MsoNormal">
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE: [redacted]
[redacted] VIN: [redacted] (the “Vehicle”)
Dear [redacted]:
            Thank you for forwarding the complaint received by your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on August 30th, 2013. In his complaint, [redacted] shared frustrations related to repair issues and is requesting that CarMax fully cover the repairs to his rear shocks and compressor.
            CarMax was unaware of [redacted]’s concerns until receipt of an invoice from a third party repair location not associated with CarMax. CarMax has not serviced the vehicle since March of 2014. Additionally, there is no documentation of shock or compressor problems during that visit.
            As a gesture of good will, CarMax has brought forth the option to [redacted] of a free diagnosis for the concerns he has raised. In addition, CarMax has also offered a discount on any parts which may be required for a repair. CarMax will not be fully covering repairs for the compressor or the shocks on the vehicle.
            Thank you kindly for providing CarMax an opportunity to respond to his manner.
Sincerely,
[redacted]
[redacted]

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 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]

July 14, 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]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on June 9, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Memphis, Tennessee (“CarMax”), on or about July 1, 2013.  [redacted] requested in her desired settlement that CarMax buy the Vehicle back.
[redacted] mentioned in her complaint that at time of purchase it was communicated to her that the Vehicle had not been involved in an accident.  However, she found out later from her insurance company the Vehicle had been involved in an accident.  At time of purchase CarMax provided a copy of the Vehicle report (“[redacted]”), to [redacted] showing no accidents being reported.  CarMax guarantees our used vehicles are free and clear of frame and flood damage. 
[redacted] also shared that she is hearing a lot of knocking and squeaking coming from the Vehicle.  CarMax would like to invite [redacted] to contact the Service department at [redacted] to schedule an appointment to bring the Vehicle in to have these concerns addressed.  During that visit CarMax would be able to look over the Vehicle to confirm if there is any frame damage.
CarMax appreciates the opportunity to respond to this complaint and is declining the settlement request as set forth in this complaint.
 
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, Customer Relations

September 26, 2016
 
[redacted],
Operations...

Supervisor                               
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: Mrs. [redacted]
Complaint ID: [redacted]
2015 [redacted] (the “Vehicle”),
VIN: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated September 9, 2016 regarding
the Vehicle purchased from the CarMax store located in Fort Worth, TX (“CarMax”)
on or about August 30, 2016.
 
In the complaint, Mrs. [redacted] states concerns regarding the tire
pressure light coming on before she purchased the Vehicle, and then again once
she drove the Vehicle home. Mrs. [redacted] shares that when she reached out to
CarMax she was told there was nothing that they could offer her. After this,
Mrs. [redacted] took the Vehicle to a tire shop where a nail was found in the
sidewall of two tires. Mrs. [redacted] requests that CarMax replace all four tires at
no cost to her.
 
According to CarMax’s records, the Vehicle’s on-going issues with
the TPMS light had never been brought to CarMax’s attention by Mrs. [redacted] until
the receipt of this complaint. Therefore, CarMax’s service department was not
given the chance to verify the issues Mrs. [redacted] was experiencing with the
Vehicle.
 
Therefore, CarMax is unwilling to provide Mrs. [redacted] with the
resolution that she seeks, but has attempted to reach her by phone to discuss
what options might be available at this time. If Mrs. [redacted] would like to
connect back with CarMax’s service department, she can call them at 817-801-1501
option 4.
 
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

[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]

11/21/2014
Roman"> 
[redacted]
Revdex.com
[redacted]
 
RE:  [redacted]
        [redacted]   (“the Vehicle”)
 
Dear [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased by CarMax of [redacted], Arizona (“CarMax”), on or about 10/24/2014.  [redacted] is requesting an immediate payoff of her loan to her finance company.
 
On or about 10/29/2014, a payoff check was sent to the finance company. CarMax called the finance company on or about 11/06/2014 and a representative stated they had not received the check. [redacted] contacted CarMax on or about 11/07/2014 and requested that CarMax void that first check and issue a new one. On or about 11/12/2014, the Finance Company received the first check and deposited it. It was this check which CarMax had previously voided at [redacted]’ request. Due to the holiday, CarMax sent the second check to the finance company on or about 11/12/2014. On or about 11/14/2014 CarMax received a call from a representative stating that the finance company had received the second check. At that time, the representative stated they had to wait for the first check to come back before they could process the second check.  Once the finance company has received the first check, they will apply the second check and [redacted] account will be closed.
 
CarMax appreciates the opportunity to respond to this complaint.  We consider the complaint resolved. Please call me at [redacted], extension[redacted], if you have any questions.
 
 
Sincerely,
 
[redacted]
CarMax Customer Relations

[redacted]
Revdex.com
Calibri;">720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
[redacted]
Dear [redacted]
Thank you for forwarding the complaint received in your office from [redacted] regarding the repair that was completed on the [redacted], [redacted](the “Vehicle”) that was in for service on or about January 27, 2014. In this complaint, [redacted] is requesting a complimentary service.
As stated in the complaint, [redacted] took his Vehicle to CarMax for service. After the diagnosis was completed, it was determined that there was water in the transfer case and that the transfer case  assembly needed to be replaced. [redacted] authorized the repair and the transfer case assembly was replaced.  [redacted] brought the Vehicle back in on or about July 30, 2014 stating that there was a knocking noise under the Vehicle. After the diagnosis was completed, it was determined that once again there was water in the transfer case. At that time [redacted] was outside of the 6 month/6,000 mile warranty.  It is unknown how water got into the transfer case either time.
At that time, [redacted] questioned the validity of the previous repair.  After having several service associates, including two technicians, thoroughly look at the repair, it was determined that the repair was completed accurately.
CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.
Please call me at [redacted] extension[redacted], if you have any further questions.
Sincerely,
[redacted]

August 21, 2015
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
[redacted]
Complaint ID
[redacted]
 
Dear Mrs. [redacted]:
 
I am writing
you in response to your letter dated August 8, 2015, wherein you forwarded a
complaint from [redacted].
 
At the present time, CarMax is working with
Mr. [redacted] to resolve the Vehicle’s concerns, and has agreed to replace the
affected areas of the seat.  In addition,
CarMax sent the Vehicle to the Dodge dealership on or about August 20, 2015 to
diagnose the check engine light under the Vehicle’s manufacturer warranty.  The diagnosis of the check engine light concern
has yet to be determined.  However,
should Mr. [redacted] have any additional questions or concerns, CarMax encourages
Mr. [redacted] to contact the Operations Manager at [redacted]
 
CarMax has also communicated Mr. [redacted] feedback
regarding the interaction that he had with the Sales Consultant and will be
sure that the feedback is addressed appropriately.
 
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]

May 19, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MRS. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mrs. [redacted] regarding the [redacted]
(the “Vehicle”) that was purchased on or about November 5, 2014 from the CarMax
store located in Nashville, Tennessee (“CarMax”).  In this complaint, Mrs. [redacted] is requesting
reimbursement for two payments toward the Vehicle loan.
CarMax recognizes and apologizes for the frustration and
inconvenience Mrs. [redacted] has experienced with the Vehicle since
purchase.  CarMax and [redacted] have
worked diligently to address the outstanding mechanical concerns with the
Vehicle.  On or about May 8, 2015, CarMax
offered Mrs. [redacted] the option of a full return on the Vehicle, or to continue
the repairs as well as a reimbursement for two Vehicle loan payments.  Mrs. [redacted] advised CarMax she wanted to maintain
ownership of the Vehicle and continue with the repairs.
Location General Manager, [redacted] is working with
Mrs. [redacted] to process a reimbursement for the loan payments in the form of a
check in the mail.  [redacted] can be reached
at [redacted].
CarMax considers this matter resolved.
CarMax appreciates the opportunity to respond to this
complaint. 
 
Please call me at [redacted], if you
have any questions.
 
Sincerely,
 
 
[redacted]
Analyst, Customer Relations