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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The point of filing a complaint was to express my concerns to let Carmax know that their employer Cameron R[redacted] was dishonest with me while processing part of my paperwork all the other associates was straight forward & honest I tried reaching out so many times to the office directly but everytime I called I was told there wasn't a supervisor available what I am saying is truthful understand out of all things why would I be dishonest about a license plate when I just financed a 2nd car for over 36,000 from Carmax.

July 1, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
Thank you for forwarding the complaint [redacted] received in
your office from [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about March 1, 2013
at the CarMax store located in Omaha, Nebraska (“CarMax”).  At the time of sale, [redacted] purchased
the MaxCare Extended Service Plan (“MaxCare”) good until 150,000 miles or 72
months, whichever occurs first.  In this
complaint Miss [redacted] is requesting for CarMax to fix the Vehicle’s air conditioning
system at no cost to her.  
According to our records, CarMax has been in communication
with Miss [redacted] about her concerns.
CarMax has an appointment set for Miss [redacted] for July 7,
2015 at 8:00am, and as a good will gesture is offering a loaner vehicle while
diagnosis and repairs are made provided that Miss [redacted] can provide proof of
insurance coverage for the loaner vehicle. 
CarMax is also offering to pay $100 toward the deductible of the MaxCare
claim submitted as the settlement request as set forth in the complaint.
CarMax appreciates the opportunity to respond to this complaint. 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
 
 
[redacted]

November
11, 2014      ...


 
 
Revdex.com Serving Central Virginia, Inc.
[redacted]
 
RE:       Consumer
Complaint of W[redacted]
           
 
Dear
Sir/Madam:
 
This confirms receipt and review of [redacted] complaint.  We are happy to
inform you that [redacted] concerns have been addressed.  Our records show that a refund check was sent
to [redacted] on October 14, 2014.  We
confirmed through a [redacted] representative that [redacted] account with [redacted] is
paid in full and that no additional amount was required from him to close his [redacted] account.
 
[redacted] complaint arose from a very
unique set of circumstances.  On February
13, 2013, [redacted] executed a retail installment contract (Contract) to
finance the purchase of a [redacted] from CarMax [redacted].,
our motor vehicle dealer affiliate ([redacted]).  The Contract was subsequently assigned to us
for servicing.  On September 3, 2014, we
received a pay-off check from [redacted] in the amount of $32,157.03.  Apparently, [redacted] had reached out to [redacted] to refinance the Contract.  On September
4, 2014, [redacted] called to inform us that he sold the [redacted] to our [redacted] and that a pay-off check from our [redacted] should be
expected.  On September 8, 2014 we
received a pay-off check from our[redacted] and we immediately initiated
the refund process for the [redacted] pay-off check.
 
Several factors contributed to the delay in
[redacted] receiving the refund check.  For
example, because of the amount of the refund, the approval process required
several layers of review before the refund check could be issued.   Our records also show that we omitted to
include [redacted] account number on the initial refund check that was sent.  Because [redacted] could not process the check
without an account number we had to stop payment on the check and reissue a
second check.  
 
Thank you for bringing this matter to our
attention and affording us with the opportunity to provide this
explanation.  We are deeply sorry for the
inconvenience caused to [redacted].  We
always welcome feedback from our customers because it directly impacts our
ability to meet our commitment to deliver an exceptional customer
experience. 
 
If you
have any questions or concerns regarding our explanation, please contact me at [redacted] extension[redacted]. 
 
Sincerely,
 
 
[redacted]
Legal Assistant
CarMax Auto Finance
 
 
CC: [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 do not feel that the offer provided by CARMAX is ethical considering how POORLY I was treated by members of the management team, locally. The management locally here in San Antonio were dismissive and did not take me seriously until I provided hard evidence. I feel CARMAX for the assault on my character, as well as compensation for my time and stress should put forth a better offer to resolve this issue.
Regards,
[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, contingent upon whether or not my warranty deductible of $150 will be waived for any repairs needing done which are covered under the warranty.  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]

[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]

Roman';">                                  ...⇄ February 19, 2014
Via Electronic Mail
[redacted], Operations Team Leader
Revdex.com
<st1:street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive, Suite 300
<st1:place w:st="on"><st1:city w:st="on">Richmond, <st1:state w:st="on">VA <st1:postalcode w:st="on">23236
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. On November 14, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of Buena Park, California.  In his complaint, [redacted] is requesting that she be able to return the Vehicle for a full refund due to mechanical issues. 
CarMax of Buena Park reviewed [redacted] mechanical issues and offered to take return of the Vehicle.  [redacted] return was finalized on 2/6/14.  CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext [redacted].
                                   
Sincerely,
[redacted]
Customer Relations Analyst

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

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]

April 6, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding the...

complaint dated March 23, 2015 regarding the Vehicle purchased from the CarMax store located in Buena Park, California on or about February 27, 2015.According to the complaint, Ms. [redacted] took the Vehicle to an audio specialist to inquire about a DVD player concern.  The audio specialist inspected the Vehicle and found that the Vehicle was not equipped with a DVD player as optioned at the time of sale.Following this appointment, Ms. [redacted] contacted CarMax to inform them of the information she’d received from the audio specialist.  CarMax sent a third party vendor to her home to confirm the audio specialists’ diagnosis and had them install a DVD player inside of the Vehicle on or about April 2, 2015 at no cost to Ms. [redacted].CarMax apologizes for any inconvenience Ms. [redacted] may have experienced and considers this matter resolved.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[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]
I am sorry for the late reply. The problems were fixed and we came to a satisfactory agreement. I am pleased with how they handled the issue.

March 9, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for...

forwarding the complaint dated February 4, 2015 regarding the Vehicle sold to the CarMax store located in [redacted], California on or about January 23, 2015.  Mr. [redacted] requested in the desired settlement for CarMax to reimburse him $30 for the cost he paid to have his fast track pass deactivated, $60 for toll charges and $30 for the gas and time spent to locate his fast track pass.  Additionally, Mr. [redacted] requested a written apology from the CarMax manager in [redacted], California.CarMax purchased Mr. [redacted]’s Vehicle on or about January 23, 2015.  CarMax is not responsible for any personal belongings left inside of the Vehicle, and advises every customer to remove all personal items from the vehicle prior to selling it to CarMax.  As a gesture of customer service, CarMax offered Mr. [redacted] $90 for the toll charges incurred and the cost he paid to have his fast track pass deactivated.  Mr. [redacted] agreed to the offer and is working with the CarMax in [redacted] for reimbursement.Additionally, CarMax has communicated Mr. [redacted]’s experience with the Management Team at [redacted] and [redacted] and apologizes for any frustrations Mr. [redacted] may have experienced.CarMax appreciates the opportunity to respond and considers the gesture of customer service the resolution to the complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.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]
[redacted]
 
I am not satisfied with Carmax and this Issue hasn't been resolved.
 
After dealing with Carmax, I decided to have my [redacted] towed to a [redacted] dealer [redacted] to have them look at and repair my [redacted] (Sept 5th). Upon their inspection, they found that the vent hose was not positioned in the correct place and that even if connected to the transfer case it was susceptible to water intrusion.
Carmax is claiming that I was off-roading or "water fording". Stating that the [redacted] had to have been submerged for water to get into the transfer case. Now, I have had a Geico claims adjuster along with the [redacted] dealer look at my [redacted] and they both see no signs of off-roading or flooding. Hypothetically speaking, If my [redacted] was submerged, like Carmax is claiming, there would be water in other places. (Front/Rear Axle and transmission) Since water was in an isolated area, this should have told Carmax to look closer at the transfer case and all of its connections. Why didn't they? Wouldn't a good technician want to find out why and how water is getting in there so he could correct the issue that caused part failure?
 
The [redacted] dealer also found no fluid in the transfer case and a broken vehicle speed sensor. The vehicle speed sensor is bolted to the transfer case and sends a signal to the computer to tell the speedometer how fast the vehicle is going. The [redacted] dealer said that the housing was cracked and the seal/gasket was bad, that it was also possible that water could have entered the transfer case this way. The sensor is not included with the new transfer case so my original sensor had to have been reused. Carmax should have seen this broken sensor when they replaced the transfer case in Jan. Why was this not checked/noticed?
 
The [redacted] dealer also noted that the rear axle cover was leaking and that I also had a leaky rear pinion seal. When my [redacted] was in for repairs in Jan, I authorized Carmax to change the fluids and check for existing damage so I wouldn't have any future surprises. Why is my rear axle leaking after they did service (oil change) and why didn't they find the leaking rear pinion seal?
 
I came to Carmax in Jan and trusted them to find the problem with my [redacted] and fix it. In the end, because of their lack of due diligence/attention to detail, I ended up having the same problem in late Jul (failed/damaged transfer case) along with additional issues that shouldn't exist.
 
The transfer case completely seized up in Jan locking all four wheels. That should have been enough for Carmax to carefully look at solving this problem. What would have happened if the new transfer case that Carmax installed decided to completely seize up while I was driving on the highway???
 
Because of Carmax's negligence, they should be held liable for the repairs to my Jeep. They should take responsibility by honoring the warranty and pay for the repairs or completely refund all that was paid to them.
 
 
[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.
No compromise could be met at this time, CarMax has yet to provide me with a replacement vehicle of equal standards nor are they willing to work on a price of another. Their offer of a loaner for one week only doesn't seem like enough time.  They are also unwilling to do any or the repairs still needed on the vehicle or try to keep me in it if possible. They are also unwilling to compensate me for anytime loss from work on this matter.  They have also been unwilling to disclose how the vehicle got pass their inspection or the vehicle damage report.  At this time I'm going to seek legal advice to help me understand my full rights in this matter. CarMax has violated the California's vehicle code section 9990-9993 chapter 4 knowing and seems to think it's ok if they just buy back the vehicle and leave me carless, I went out of my car to buy this vehicle paying extra to have it shipped here and traded in my other and only car if I would have know of the repairs I would have found another vehicle and never wasted my time on this one.  The repairs on this vehicle where and are obvious and should have been gotten pass them. Once CarMax is willing to not only refund the payments I've made and the down payment, shipping cost of the vehicle, inspection fees/repairs, time loss from work, pay off the vehicle loan, provide a loaner car tell another vehicle is found or provide me with an equal vehicle option to buy I will not settle.  total compensation seeking are payments made 1400.00, down payment 700.00, shipping cost 900.00, time loss from work 12 hours 522.00, inspection fees/repairs 275.00, loan payoff 20,825.93.  Total $24,622.93
Regards,
[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]

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 am not satisfied because I feel Carmax has taken an ridiculous amount of time to repair something they said is a simple fix. I have been inconvenienced going on 8 weeks and aside from that they have not treated me like a valued customer. I feel it's the right thing do. Suppose my car payment was 8 weeks past due. Carmax would want their money promptly. Why is this any different?
Regards,
[redacted]

[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]

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 be
not true. I had never talked to anybody at CarMax dealership. I did not talk to anybody on the telephone about an application. Never requested an application to be submitted at all. Her factual information is not totally correct. Did talk with her on yesterday she promised to review everything based on my conversation with her and get back with me today
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.
On September 17, 2016, Carmax Sales Consultant Daniel F[redacted] ran my credit application. Daniel told me the best finance offer was [redacted] which was a 72 month term at 17.09%. I accepted and asked Daniel to send financing offer in writing and he did. Once it was received I then paid [redacted] to transfer vehicle. Estimate travel time 28 days. I have attached the offer in writing Please see attachment .
The vehicle arrived at Carmax [redacted] location and I met with Andrea L[redacted] Carmax Sales Consultant. The first red flag was the finance offer from [redacted] was not found in their system. I asked for Daniel F[redacted] but he was NO LONGER WITH COMPANY. Andrea re started financing that resulted in higher APR along with more money down or I was not approve.  I paid the transfer fee because Daniel gave me in writing [redacted] finance offer.  Why would I transfer a car without financing?
Daniel gave me false information and I want a refund. I have enclosed a copy of the invoice. Please refund [redacted] by mailing check to my residence
 
 
 
Regards,
Kimberly Alfinito

August 22, 2016
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: [redacted]
Complaint ID: [redacted]
[redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated August 10, 2016 regarding
the Vehicle purchased from the CarMax store located in Knoxville, Tennessee (“CarMax”)
on or about August 3, 2016.
 
In the complaint, Ms. [redacted] describes concerns with the
Vehicle’s wheel bearings, alignment, tires, brakes, and headlights. She
requests that CarMax allow her to be present for the inspection process or
provide her with store credit for damage that she feels could have taken place.
 
Records for the Vehicle state that the initial CarMax Quality
Certified inspection was completed on or about July 20, 2016, prior to the original
purchase date. After purchase, company records indicate that CarMax addressed
issues with the Vehicle’s third brake lamp, wheel bearings, and tires during
the initial service visit, starting on or about August 5, 2016. Documentation
from the service department states that an additional CarMax Quality Certified
inspection was completed on the Vehicle during this visit, as promised to the
primary owner of the Vehicle (and requested by Ms. [redacted]).
 
Soon after the Vehicle was picked up from CarMax on or about
August 8, 2016, it was noted that the left high beam light was inoperable and a
faint noise could be heard when using the cabin blower fan. CarMax offered the
primary owner of the Vehicle the option to either repair these concerns at no
cost or return the Vehicle, should he wish to do so. The primary owner of the
Vehicle elected for CarMax to repair the mechanical concerns on or about August
10, 2016. These repairs were completed by August 11, 2016. CarMax’s records also
indicate that a loaner vehicle was provided during both occasions when the
Vehicle was at the service department.
 
While CarMax previously offered the option to return the Vehicle
outside of the 5-Day Money-Back Guarantee period, Ms. [redacted] and the primary
owner elected to maintain ownership of the Vehicle. Based on this, in addition
to CarMax’s gesture to perform a second CarMax Quality Certified inspection on
the Vehicle at no cost, CarMax feels that they have adequately addressed her
concerns and will therefore not be participating with any additional offers of
assistance.
 
CarMax appreciates the opportunity to respond to this complaint
and considers this matter closed.
 
Please contact me at [redacted] extension [redacted],
with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, Executive Response Team