CarMax , Inc.

October 7, 2014

class="MsoNormal">[redacted]
Revdex.com
[redacted]
Re: [redacted]
Dear [redacted],
Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted] (the “Vehicle”) that she purchased on or about April 26, 2014 from the CarMax store located in[redacted] (“CarMax”).  In this complaint, [redacted] is requesting a downpayment, taxes, and license fees refund.
According to the retail installment contract that [redacted] signed, $15.00 is listed for the registration, transfer, and titling fees.  The $15.00 [redacted] did pay to CarMax was actually a fee to transfer the Vehicle into her name, and not for registration renewal.  According to [redacted], the Vehicle registration fee could not be charged to [redacted], or submitted by CarMax for 2015 because the Vehicle was purchased before the 75th day until the registration was due.   The Vehicle was first registered in [redacted] on September 26.  Every year after, the registration renewal is due on that date, regardless of when the Vehicle changes ownership.  The previous owner paid a full year of registration current until September 26, 2014, giving [redacted] 5 months of registration at no charge to her.  CarMax submitted paperwork to transfer the Vehicle in [redacted]’ name to the [redacted] on or about May 7, 2014.  [redacted] would have had to purchase the Vehicle after July 13, 2014 for us to be able to charge her for 2014/2015 registration renewal.  [redacted] should have received a registration renewal notice on or about July 13, 2014 from the [redacted] as she is the current owner of the Vehicle.
CarMax is declining the settlement request as set forth in the complaint.  [redacted] is responsible for paying any fees to the [redacted] to renew her registration.
CarMax appreciates the opportunity to respond to this complaint.  CarMax now considers this complaint closed.
Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]
Analyst, 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.TO DATE 4/6/15 I HAVE NOT RECEIVED ANY SORT OF CHECK FROM CAR MAX AND IT HAS BEEN OVER A MONTH AND MULTIPLE CALLS HAVE BEEN MADE TO THEM REGARDING PAYMENT.I ALSO FIND IT INTERESTING THAT CAR MAX REPORTS ONLY 2 LUGS NUTS MISSING ON MY TIRE WHEN THERE WHERE ACTUALLY 3 OF THE 5 LUG NUTS MISSING ON MY TIRE WHEN I PULLED IN TO THE DEALERSHIP.  THE TIRE WAS WOBBLING AS I PULLED UP TO THE MEN WHO IMMEDIATELY SAID YOU ARE MISSING 3 LUGS NUTS THE TIRE IS ABOUT TO FALL OFF.   THE OWNER ASKED ME WHO DID THE WORK AND I SAID CAR MAX.  HE TOLD ME TO TAKE A PICTURE FOR  PROOF AND I DID. THEN IMMEDIATELY UPON LEAVING THE DEALERSHIP MY PASSENGER DOOR WINDOW AND LOCK WOULDN'T WORK.  I TOLD THE MAN AT CAR MAX ON THE PHONE THAT I ASSUMED THE MECHANIC HAD CROSSED A WIRE WHILE TURNING OFF THE ENGINE LIGHT.  SO THAT TOO WAS CAR MAX RESPONSIBILITY SINCE I WOULD NOT HAVE BEEN AT THE BUSINESS HAD MY TIRE NOT NEARLY FALLEN OFF.CAR MAX CALLED AND TOLD ME I NEED TO REPLACE TO COMPUTER MODULE IN THE DOOR AND THAT IS WAS JUST A COINCIDENCE, AT A QUOTE COST OF $1,219.  I WAS LIVID.  I TOLD THE GIRL AT CAR MAX TO HAVE MY CAR READY, I WOULD PICK IT UP THE NEXT MORNING.  AND MUCH TO MY DELIGHT THE CAR WINDOW AND LOCK ON MY PASSENGER DOOR WAS WORKING BEAUTIFULLY.  AGAIN....CAR MAX WAS NEGLIGENT IN THE DIAGNOSTICS.  I HAVE HAD MANY PROBLEMS WITH CAR MAX, BUT WON'T GO IN TO THE DETAILS.  I WILL JUST SAY THEY POKED A HOLE IN MY CARPET AND REPLACED THE CARPET WITH ONE THAT LOOKED NOTHING LIKE MY CARPET....AND I FOUGHT TO HAVE THAT REPLACED.............ANOTHER TIME, THE TECHNICIAN JAMMED MY SKY WINDOW IN THE GROOVE AND I HAD TO TAKE IT TO CAR MAX FOR THEM TO REPAIR THAT.  THEY OBVIOUSLY HAS SOME SERIOUSLY INEPT MECHANICS WORKING FOR THEM.I AM NOT HAPPY AND HAVE RECEIVED NOTHING FROM CAR MAX.  WE COULD HAVE BEEN KILLED GOING TOP SPEEDS ON A 6 HOURS TRIP TO HHI.  IF WE HAD BEEN KILLED THIS WOULD HAVE BEEN SO HUGE IT WOULD HAVE CLOSED CAR MAX DOWN....................BUT ..................WE DIDN'T DIE............SO THEY SAY THEY ARE GIVING ME BACK MY $63 AS A COURTESY.  BALONEY!!!!!!!!!!
Regards,
[redacted]

March 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 additional message in response
to the complaint [redacted] received in your office from Mr. [redacted]
regarding the previously referenced Vehicle. 
In this message, Mr. [redacted] states that he does not accept that CarMax
is declining his request to return the Vehicle.
According to our records, CarMax previously reviewed all of
the documents that were also submitted by Mr. [redacted] to the Revdex.com.  CarMax did conduct a 125+ point inspection on
the Vehicle, and as part of that inspection the oil was changed and the brakes
were inspected.  At the time of sale, the
Vehicle was CarMax Quality Certified and met all CarMax standards. 
CarMax sold Mr. [redacted] the Vehicle on November 18,
2014.  Mr. [redacted] did not contact CarMax
until after he had towed the vehicle to numerous service centers.  CarMax has no way of knowing what happened to
the Vehicle between the time Mr. [redacted] purchased the vehicle until CarMax was
able to inspect the vehicle.
CarMax’s position has not changed.  CarMax appreciates the opportunity to respond
further to this complaint.  CarMax now
considers this complaint closed.
 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
 
 
[redacted]
Analyst, Customer Relations

Roman';">                                  ...⇄ July 8, 2014
Via Electronic Mail
[redacted], Operations Team Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. On May 23, 2014, [redacted] went to the Hunstville, AL to secure financing for a [redacted], VIN [redacted] (the “Vehicle”).  In her complaint, [redacted] is requesting that CarMax complete her financing. 
[redacted] has not been able to establish proof of residence required by the finance company.  [redacted] needs to return the Vehicle or pay for the Vehicle in full.  Currently, our Credit & Collections department is handling this issue.
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

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'm not pleased with the offer. Carmax is lying because the accident was never disclosed and I was never given a copy of the accident report even after asking for one stating that " IF THIS CAR HAS EVER BEEN IN ANY ACCIDENT AT ALL I DO NOT WANT IT" and the salesman assured me that it " the car has a clean [redacted]." Only after I went to trade it did I find out about the accident which prevented me from getting into the car I wanted specifically because of the " accident that happened in New York." I did pay $20,000 plus a $3,000 downplay meant so Carmax lied when they said that I only paid $20,000 . I paid $3,000 cash!!!!! According to the law because I asked for the [redacted] and also asked specifically about accidents associated with this car prior to purchasing it I am absolutely entitled to not only my down payment but also every dime that I put into this car from the very beginning ! How do I know this info? The guy at dealership where I was intending to trade this van at told me that he himself had to personally write out a check because he forgot to provide a customer a copy of the [redacted] . I will not accept Carmax offer because they know that they 100% in the wrong and they know it! They want me to give them my car plus my downpayment and be left with nothing . As [redacted] says NO DEAL! 
Regards,
[redacted]

[redacted]
Revdex.com
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 his recent experience at the CarMax store located in Roseville, California. In this complaint, [redacted] is requesting a refund of extra monies that he had to pay prior to leaving the store.
[redacted] completed several transactions during the period around or about February 15-17, 2014.  During these transactions, [redacted] purchased and returned a vehicle and he also purchased another vehicle.  [redacted] also sold a vehicle to CarMax during this period, which warranted the cancellation of his [redacted], Extended Service Plan.  According to the Business Office Associate at the above mentioned location, [redacted] was under the impression that he would be receiving a refund for a different vehicle. She stated that she was able to explain the entire transaction to [redacted], going through all of the computer screens to show [redacted] exactly what transpired.  After everything was explained, it was relayed to [redacted] that he would be receiving a refund for an overpayment in the amount of $[redacted].
CarMax regrets any inconvenience that this may have caused [redacted].  [redacted] 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

I spent over 3 hours at Car Max in [redacted] and walked in with a pre-approved loan from a company called [redacted]. I don't have the greatest credit, but after the test drive and all the required paperwork, Car Max "couldn't" or "wouldn't" put me in the car I choose, but instead wanted me to bring back a co-signer (and this was after I came in already with a PRE-APPROVED FINANCED LOAN) so they could "re-run the application". I spoke to [redacted] and they are under the same impression as I am. Car Max wanted to get the loan "in-house" so they could get a bigger piece of the pie and bump [redacted] out of the picture. They gave me some BS about how the bank makes them look at income in which case is all fabricated crap because with my pre-approval from a verified lender there was no "bank" to engage with. A very NEGATIVE issue. And I'll never EVER go back.

...

                                      August
5, 2015
 
Via Electronic Mail
 
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
[redacted]
 
Dear Ms. [redacted]:
 
I am
writing in response to your letter which forwarded the complaint of [redacted]. On April 20, 2015, Mr. [redacted] purchased a [redacted]
(the “Vehicle”) from the CarMax of Ellicott City, MD.  In his complaint, Mr. [redacted] is requesting
that CarMax fix the Vehicle and provide some service coupons. 
 
Mr.
[redacted] had several thirty day concerns that were addressed for the
Vehicle.  There was one concern that
continued after the repairs were done. 
Mr. [redacted] had lost confidence in CarMax and asked for the Vehicle to
be taken to the dealer to address this concern. 
While at the dealer the concern could no longer be duplicated.  CarMax has made some adjustments prior to
sending the Vehicle to the dealer and they appeared to resolved Mr. [redacted] concern.
 
            As a gesture of good will CarMax has provided Mr. [redacted] with service vouchers. CarMax appreciates the opportunity to respond to this
complaint. If you have any questions, please call me at [redacted].
                                   
 
 
Sincerely,
[redacted]
[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 CarMax refuses to repair the car in good faith. CarMax sells cars on a platform of no haggle pricing and high quality used cars which have NOT been in any accidents. This is made evident when you enter their showroom floors with examples of what they do and do not sell. This is not true for the[redacted] [redacted] I purchased from CarMax. This car had been in an accident prior to being purchased by me and the repairs performed were obviously done poorly since the entire Fenders clear coat is cracking and chipping away. It is an eyesore. I have done a lot of business with CarMax and I can assure you this will be the last. I'm also going to make sure I post pictures of the damage along with my experience trying to get this resolved through CarMax. The countless messages I left and calls made before ultimately filing a Revdex.com complaint and still being turned down because its outside of CarMax's 30Day warranty. I am now stuck to repair damage that was caused during previous [redacted] and hidden and sold to me through CarMax. This is completely unfair and not how a loyal customer should be treated.
 
Regards,
[redacted]

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

June 23, 2016
12pt;"> 
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236
 
RE:     [redacted] Complaint        
            Complaint
ID: [redacted]
        
Dear Sir/Madam:
Thank you for sharing Mr. [redacted]’s complaint and
providing us with the opportunity to respond. 
Mr. [redacted] alleges that we submitted
a credit application without his consent, resulting in an inquiry on his credit
file.  Mr. [redacted] accordingly demands
that we remove this inquiry and educate our associates on properly obtaining consent.  Based on a review of our records and a
recollection of events provided by the associate identified in Mr. [redacted]
complaint, it is our conclusion that Mr. [redacted] allegations are without
merit.
Our Dealer Affiliate’s records reflect that,
on June 2, 2016, Mr. [redacted] first visited our Dealer Affiliate’s store in Naples,
Florida.   On this visit, Mr. [redacted] requested and received an appraisal of his [redacted]  Subsequently, on June 6th, Mr. [redacted] contacted the Naples store and arranged for the transfer of a [redacted] (the “Vehicle”) from another store.  Once it arrived, Mr. [redacted]
returned on June 8th to test drive it.   
Even though Mr. [redacted] was interested in
purchasing the Vehicle using a pre-approval with Capital
One, our associate nevertheless recommend that Mr. [redacted] apply for credit with
us in case he received a more competitive offer.  Mr. [redacted] agreed to do so and this is
confirmed by our records.  Specifically,
Mr. [redacted] (1) voluntarily provided us with
a substantial amount of personal information necessary for a credit application
– e.g., name, address (and length of time at residence), phone number, date of
birth, social security number, current employer (and employer contact
information) and income; and (2) reviewed and agreed to our Credit Application
Terms and Conditions (“Consent Form”). 
Under the Consent Form, Mr. [redacted] authorized us and our finance sources
to “use your credit reports and verify your application information.” 
We accordingly decline
Mr. [redacted] request to remove any inquiry resulting from his credit
application.  Additionally, we have
instituted substantial training and procedures to ensure our associates only
submit credit applications with customer consent and, based on our review, our
associate adhered to them with respect to Mr. Barile.   
If Mr. [redacted] has any further questions or concerns regarding our
explanation, he is welcome to contact me by phone at [redacted], Ext. [redacted] or
by email at [redacted]. Thank you for bringing Mr. [redacted] complaint to our attention.  If you need
any additional information, please do not hesitate to contact me directly at
the contact information provided above.
Sincerely,
Myron M[redacted]
CarMax
 
cc: [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] Yes they made an offer but we would still have to put ALOT OF MONEY DOWN, that we don't have. I am on disability I get paid once a month so I could not pay that. They wouldn't even put the rest of the amount from the old car on to the new car.If I had the money I would not be going through this, I would have just got a new car by now. I could not get the stuff fixed yet because I don't have it and I have been shelling our money for all the repairs. I even asked MS for help with funds. Carmax just doesn't understand what is going on with this lemon of a car. And how can I return it if it didn't start acting up and the  return policy had run out already. Thank you [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

April 23, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted]Complaint ID [redacted]Dear Ms. [redacted]:I am writing you in response to your letter dated April 7, 2015, wherein you forwarded a...

complaint from Mr. Gustavo Berio.  Mr. [redacted] requested in the desired settlement for CarMax to provide him a letter of apology and also allow him the ability to purchase a vehicle from CarMax under the same terms as previously provided to him by telephone.Mr. [redacted] completed a finance application with the CarMax store located in Gilbert, Arizona (“CarMax”) over the telephone on or about April 2, 2015.  CarMax submitted the information provided to their financial institutions and was able to extend Mr. [redacted] several financing offers.Mr. [redacted] visited CarMax on or about April 6, 2015 to test drive several vehicles.  During this visit, Mr. [redacted] also provided CarMax his personal information and proof of employment.  CarMax reviewed the documents provided and identified that Mr. [redacted] did not meet the lenders’ specification of having been with his current employer for at least six months.  Therefore, CarMax is unable to honor the request as set forth in the complaint, but apologizes for any inconvenience Mr. [redacted] may have experienced.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

Roman';">                                  ...⇄
                                        ...⇄ July 17, 2014
Via Electronic Mail
[redacted], Operations Team Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. On December 17, 2012, [redacted] sold a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of Orlando, FL.  In her complaint, [redacted] is requesting that CarMax give her a sincere apology and payment for lost time to fix her registration.
CarMax management reached out [redacted] and apologized for all the inconvenience to rectify her registration issue.  CarMax recognizes the value of [redacted] time, but is not in a position to compensate her.
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

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.
Hi,
I want to get rid of the car but I do have a conflict with many of the claims that Carmax provided. I have a witness that signed and reviewed documents given to me. A plain and generic certificate was given to me stating what is inspected on all cars but never reviewed. The information for the car was not on the website because the Henderson Carmax had just received the car before I bought it. The representative for the company is stating what should happen, not what actually occurred the day of, which is why I am in this situation. I accept that they do not want to pay the severance that is rightfully owed to me, however, I do not appreciate claims being made that are false on their part.
 
The repairs in regards to the [redacted] were challenged by the warranty company as being prior existing and would not be covered by Carmax. I have the warranty paperwork that states no exceptions yet the warranty company rejected it based on what was found. 
 
Please advise as I do want to move forward and would also like them to engage in better and more honest business practices.
 
[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.
Carmax sales rep assured me that the car in question had no accident on both carcheck and carfax at the time before I decided to go forward with the deal. I would like carmax to take responsibility for this matter.
I would consider $18000 towards the car loan instead of the $15000 I was offered when I took the car for an appraisal to be payed and I will pay the remaining balance.
I also want carmax to contact carfax and carcheck to make the necessary correction. If carmax advertises that consumer satisfaction is their #1 priority they should step up and make this right for their repeated costumers. 
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]
I have received the gift cards and appreciate what[redacted], [redacted], has done to help me resolve the issues. Out of the multiple people I had to deal with from Carmax, [redacted] was the most sincere and helpful. 
Regards,
[redacted]

23 August 2014
 
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia  23236
Re:      [redacted]
            [redacted]  [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] on 31 March, 2014.  In his complaint, [redacted] asserts that he was promised free maintenance in the form of oil changes for the Vehicle up to 35,000 miles.  I am happy to take this opportunity to clarify this misunderstanding.
Some dealers do offer a maintenance package with the purchase of a vehicle.  While used  CarMax vehicles come with a five-day money-back guarantee, a warranty, and the opportunity to purchase a MaxCare Extended Service Plan, CarMax has never offered either a free maintenance package or a maintenance package for purchase.
CarMax believes [redacted]’s confusion to be due to a previous purchase of a [redacted] from another dealer that may have offered a maintenance package as an incentive to purchase.  It is our understanding that [redacted] returned that vehicle and purchased the current Vehicle from CarMax instead.  While CarMax would be happy to service the Vehicle, it would be at [redacted]’s expense.
Thank you for the opportunity to respond.  If you have any questions, please do not hesitate to contact me directly at [redacted]
Sincerely,
[redacted]
CarMax Customer Relations