CarMax , Inc.

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]

[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]

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

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

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]

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

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]

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]

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]

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]

[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]

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]

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

[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.

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]

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]

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.

I purchased a 2013 Land Rover Range Rover Evoque on October 9,2015. My experience with Carmax was one I would never forget. I imagined my first car purchase to be an exciting one, and it was horrible. I worked with Karen R[redacted] for about a week before my purchase. After much back and forth conversation about financing and getting the car shipped to the Baton Rouge location, due to less travel, my experience turned from moderate to unacceptable over time. Ms. R[redacted] insinuated throughout the process that I could not afford such an expensive vehicle. Ms. R[redacted] failed to mention that prices at Carmax was set and not open for negotiation after traveling 77 miles from my home. The car had paint damage to two of the doors which I received a service ticket on the day of purchase. I later learned on November 23, 2015 from the Land Rover New Orleans dealership that the car was also missing the front tow cover piece and had Sheetrock screws in the front bumper to hold the piece up from where the missing piece goes underneath it. I scheduled a appointment of November 12, 2015 to get the work done, because the manager on duty said it was not to their standards to sell the car in these conditions. On November 27, 2015 I arrived to my 8:00 AM appointment on time an was told that the paint department was closed for the day. After traveling 77 miles the only thing Carmax could offer was a reimbursement for gas. When the associate Ronald J[redacted] (I believe his name was) asked what type of gas the car took, I replied Premium, he stated they only had regular gas on sight. I left the location with no service and no gas to travel 77 miles back home. The overalls service I have received from the Carmax Baton Rouge location was very poor and I would not recommend this company if it was the last one standing.

November 24, 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] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on 11/08/2014.   [redacted] is requesting to discuss the color and questionable originality of one door of the Vehicle.
 
CarMax has not been able to reach [redacted] to discuss her concern.  CarMax has attempted to reach [redacted] at [redacted], the phone number we have on record for her, on five different occasions over a period of five days, leaving voice messages on three occasions.  CarMax also attempted to reach [redacted] at the number provided on the complaint form, [redacted].  The person answering that phone states they do not know anyone by the name of [redacted].
 
CarMax would appreciate the opportunity to speak with [redacted] at her convenience.  Please have her call [redacted] in sales management at [redacted].
 
CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

December 17, 2014
Roman"> 
[redacted]
Revdex.com
[redacted]
[redacted]
 
RE:  [redacted]
        [redacted] (“the Vehicle”)
 
Dear [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted], regarding theVehicle purchased from CarMax of [redacted] on 11/07/2014. [redacted] is requesting that CarMax provide her with a rental or loaner vehicle at no charge; reimburse her the $750.00 car payment she just made, or give her a full refund of the Vehicle and return her [redacted].
 
During the Limited Warranty period on the Vehicle, CarMax scheduled an appointment to take care of [redacted]’s concerns.  Three of her ten concerns were related to the factory integrated Entertainment System/[redacted]/[redacted]/[redacted]. CarMax sent the Vehicle to an off-lot vendor on 11/20/2014 and the Vehicle was returned on 11/24/2014. CarMax provided daily updates to [redacted] during this period.  CarMax began to diagnose [redacted]’s other concerns on 11/25/2014, including ordering parts and performing 22.5 hours of repairs, which were completed on 12/8/2014. During this time frame [redacted] was provided with a large enough loaner vehicle to accommodate her child seats.
 
One of the Vehicle concerns CarMax assessed was a vehicle vibration at 60mph. On or about two days after this concern was repaired, [redacted] stated the Vehicle now vibrated at 80mph. Since 80mph is not a speed at which CarMax technicians will test drive a vehicle, an appointment was made on 12/16/2014 with a local ** dealer to perform diagnosis and repair, as well as to provide [redacted] peace of mind. CarMax is covering the $50.00 rental deposit for this appointment. The dealer will rebalance the tires and do an alignment, if necessary. The expected date of return of the Vehicle is 12/18/2014. 
 
CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaint. CarMax will be happy to extend [redacted]’s Limited Warranty and offer her a free tank of gas from our [redacted] location until January 1, 2015.  Please call me at ([redacted])[redacted]-[redacted], extension[redacted], if you have any questions.
 
Sincerely,
   [redacted]
CarMax Customer Relations