CarMax , Inc.

[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

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]

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]

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.

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.
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]

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

...

                                      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]

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

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.

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

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]

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]

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

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]

[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]

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

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

October 23, 2015
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE:
[redacted]
[redacted] (VIN: [redacted] the “Vehicle)
Dear Mrs. [redacted],
            Thank
you for forwarding the complaint received in your office from Mr. [redacted] regarding
his purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on May
15th, 2015. At that time, Mr. [redacted] also elected to purchase a MaxCare
Extended Service Plan (“ESP”) for a term of 60 months, or until the Vehicle
exceeded 75,000 miles, with a deductible of $100.00.
            Mr.
[redacted] brought the Vehicle to CarMax on October 21st, 2015, with a
concern that the engine would regularly turn off or not start entirely. CarMax
was able to duplicate this concern and recommended a battery replacement in
order to complete further diagnosis. CarMax installed a new battery at no
charge to Mr. [redacted] and subsequently found that the Vehicle needed a new alternator.
This concern was addressed and completed under the terms of Mr. [redacted] ESP.
Mr. [redacted] picked up the Vehicle on October 23rd, 2015.
            CarMax
is unable to guarantee that mechanical issues will not arise on the Vehicle
after sale; however, CarMax will gladly address any repair concerns that Mr.
[redacted] may have in the future. If Mr. [redacted] has any further questions, he
may contact me directly at [redacted]
Sincerely,
[redacted]
Analyst, CarMax Customer Relations