CarMax , Inc.

January 28, 2015

class="MsoNormal"> 
[redacted]
Revdex.com
[redacted]
Richmond, VA 23236
 
Re: [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint 10395167 received in your office from Miss [redacted] regarding the experience that she and her boyfriend, [redacted], had on or about January 7, 2015 at the CarMax store located in [redacted], Alabama (“CarMax”).  In this complaint, Miss [redacted] alleges that a generator was stolen from her boyfriend, [redacted]’s, [redacted] truck, (“the Vehicle”) while shopping for a vehicle.
According to our records, Miss [redacted] had a 2008 [redacted], [redacted], appraised during the CarMax visit on or about January 7, 2015.  During the visit, the Vehicle was parked in the customer parking lot when the alleged theft occurred.  CarMax advised Miss [redacted] and her boyfriend to file a police report, as this is a criminal matter that would have to be addressed with the police.   CarMax managers attempted to call Miss [redacted] to follow up on the matter with no return phone calls.  CarMax Operations Manager and the Location General Manager reviewed the cameras on 3 separate occasions: on or about January 8, 2015, a week later when Miss [redacted] and her boyfriend came into CarMax interested in a [redacted], and when CarMax was contacted by the [redacted] Police Department.  On each occasion, CarMax was not able to identify anything in relation to the theft claim.  CarMax shared this information with Miss [redacted] as well as the [redacted] Police Department.
CarMax regrets Miss [redacted]’s experience and will continue to cooperate fully with the [redacted] Police Department.  
CarMax appreciates the opportunity to respond to this complaint. 
 
Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
 
[redacted]
Analyst, Customer Relations

Revdex.com
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

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.

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]
I'm dissatisfied due to the action that was address to me because of fear that they can potential make the same error. However,I decided to go to a different party that I was able to trust. I believe it's unfair for me as a customer to have to pay for something that I did not damage. Especially so soon after I have purchased 7 months ago. I have submit a copy of my receipts of what was done and would like for Carmax to pay for those fees. 
Sincerely,
[redacted]

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]

May 9, 2014
Via Electronic Mail
[redacted], Operations Supervisor
Revdex.com
720 Moorefield Drive, Suite 300
Richmond, Virginia 23236
Re:  [redacted]
Dear [redacted]:
     I am writing in response to your letter which forwarded the complaint of [redacted].
     On March 1, 2014 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”) from CarMax in Ontario, California.  In his desired settlement he would like a replacement vehicle or monetary settlement.
     [redacted] stated the vehicle pulled to the left, then to the right and the transmission sometimes delays shifting.
     The vehicle was brought into CarMax with a list of concerns from [redacted].  We determined that there were issues that needed to be corrected.  Repairs were completed.  We also identified the one concern could not be identified, the transmission problem.  We also sent the vehicle to [redacted] to review.  They found nothing wrong. 
     CarMax does decline [redacted] request to replace the vehicle or monetary settlement.
     If you have any questions, please contact me at [redacted], extension [redacted].  Thank you for providing CarMax with an opportunity to respond.
Sincerely,
[redacted]
Sr. Analyst Customer Relations

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 reject the suggestion than an adequate effort to cure this deficiency was offered while I was in the sales room. While the transfer fee was refunded the day I visited the show room, it was not until days after that any remedy other than a fee refund was offered.  CarMax clung to their notion of "integrity" while telling me with a straight face than a 30% error in mileage had no impact on the car's sale value. This simply would not work in a private transaction and CarMax should be held to the same accuracy standards in odometer reporting, and hence vehicle valuation, as others are.
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]

July 14, 2014

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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

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.
Basically, I don't think this car was ready to sell when I purchased it.  After driving it for two weeks, I returned it for repairs at the CarMax service department.  They kept the car for another two weeks, but were unable to complete the repairs to my satisfaction.
By the time the car was returned to me, it was out of warranty.  Also, I discovered that in addition to the original set of problems, the car leaks water when it rains and the engine now runs erratically at certain speeds.
I feel that a car, especially a late-model [redacted], should provide years of trouble-free service.  This car has numerous ongoing problems and does not meet either my own expectations nor the stated measures of quality of CarMax.  In my opinion, CarMax should offer a refund.
Regards,
[redacted]

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

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]

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]

Please see below email and attached[redacted] report.
From: M[redacted]>;
To: <[redacted];
Cc: <[redacted]>;
Subject: Your Vehicle is ready for Pickup
Sent: Thu, Oct 9, 2014 9:14:45 PM [redacted]
The work on your vehicle has been completed. To review the final vehicle report, please review the attached report.
If you have any questions, please feel free to email me, [redacted] or call at ([redacted].
Thank you for allowing me to continue earning your business.
Sincerely, [redacted]

[redacted]
Revdex.com

class="MsoNormal">720 Moorefield Park Drive Suite 300
Richmond, VA 23236
Re: [redacted]
Dear [redacted],
Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the transaction including a [redacted] (the “Appraised Vehicle”), and a [redacted], (the “Transferred Vehicle”) started on or about October 6, 2014 at the CarMax store located in [redacted] (“CarMax”).  In this complaint, [redacted] is requesting a change in policy and the truck he was going to purchase be delivered to his home at no charge. 
According to our records, [redacted] did receive a written appraisal offer of $1,000 for the Appraised Vehicle.  Also, [redacted] paid $349 to transfer the Transferred Vehicle.  CarMax management has reviewed this complaint and [redacted] experience. 
CarMax is offering to refund the transfer fee paid by [redacted] as resolution to the settlement request as set forth in the complaint.  [redacted] has agreed to accept this offer.  According to our records, CarMax refunded [redacted] card in the amount of $349 on or about October 27, 2014.
CarMax appreciates the opportunity to respond to this complaint.  CarMax considers this complaint resolved.
Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]
[redacted]

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

The consumer called and stated that the complaint was resolved at no cost to her.
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]

February 23, 2016
[redacted],
Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated February 16, 2016 regarding
the Vehicle purchased from the CarMax store located in Sanford, Florida (“CarMax”)
on or about January 30, 2016.
In his complaint, Mr. [redacted] describes concerns with the
Vehicle’s check engine light, passenger side sun visor, and engine coolant
light. Mr. [redacted] requests that the 30-day limited warranty for the Vehicle
be reinstated and the OnStar trial reset for the full 3 months.
CarMax is working to address the mechanical concerns on the Vehicle
as quickly as possible. According to CarMax’s records, CarMax experienced
difficulty in sourcing the parts necessary to complete the repair. The service
department has been in regular communication with Mr. [redacted] during this
time. CarMax previously offered an extension to the 5-day Money-Back Guarantee due
to the delays with the repair. CarMax’s records indicate that Mr. [redacted]
elected to keep the Vehicle and will be returning to the service department for
additional repairs as soon as the sun visor clip arrives. Per Mr. [redacted]’s
request, the 30-day limited warranty will be extended to reflect time the
Vehicle was at the service center.
If Mr. [redacted] elects to purchase a subscription to OnStar
services, CarMax will reimburse the cost of one month of service. To receive
this reimbursement, Mr. [redacted] will need to submit a receipt for the expense
to the CarMax service department.
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 [redacted]
Analyst, Executive Response Team

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