CarMax , Inc.

Buying a used vehicle is all about being prepared and patient no matter where you buy from, CarMax is no exception to this strategy. If you plan to trade in your old car, one of the best things you can do is obtain an online offer from [redacted] as well… they have a cash buy program that will act as your 2nd option if the CarMax appraisal is lower than you expected (lower than [redacted] or [redacted] let's say). I had a great experience from my last CarMax buy, partly because I; researched my vehicle choice, waited for the exact/best car to become available, transferred it to my local store, secured financing before the test drive, and obtained a cash buy from [redacted] before getting a appraisal from CarMax for my trade.
CarMax undershot the [redacted] offer by 16% ($3,402)… remember, CarMax will not negotiate either the sale or trade amount, so bewared, prepare in advance and your experience will be of "no surprise". I told my sales person to write up the sales order without trade while I went down the street to turn in my trade to the local dealership that works with [redacted]… went smoothly and only took 15 minutes for me to have a check in hand… back to CarMax to finish the purchase paperwork… all in all, everything was satisfactory.

September 22, 2014
margin: 0in -27pt 0pt 0in;" class="MsoNormal">
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236
RE:      Consumer Complaint of [redacted]
Dear Sir/Madam:
This will confirm receipt and review of a complaint that was submitted to your office by [redacted].  [redacted] is upset that we issued a refund check for the unused portion of her vehicle service contract and GAP Waiver Agreement to her ex-husband, [redacted].  [redacted] is requesting that we reissue the refund check in her name only.  For the reasons which follow, we cannot provide [redacted] with the relief that she seeks.
On November 30, 2011 [redacted] and [redacted] entered into a retail installment contract (Contract) – as Buyer and Co-buyer/Cosigner respectively - for the purchase and financing of a [redacted].  [redacted] and
[redacted] agreed to be held jointly and severally responsible for the payment obligation under the Contract.  Following the purchase of the vehicle, it appears that [redacted] entered into a divorce settlement agreement with
[redacted].  [redacted] indicates in her complaint that she agreed to be solely responsible for the payment obligation under the Contract.  Please know that we were neither a party to nor were we privy to the divorce
proceedings.  Accordingly, it is our position that we are not subject to the terms of the settlement agreement between [redacted] and [redacted] and that their payment obligation under the Contract was not altered. 
Our policy is to issue any refund check to the Buyer on the retail installment contract.  This policy is based on the fact that the Buyer is typically the party making payments on the underlying account and also the party in
possession of the vehicle.  The refund check in question was issued to [redacted] in compliance with this policy. 
We apologize to [redacted] for any inconvenience caused.  If [redacted] had informed us of her unique circumstances and requested that we issue the refund check in her name as well as that of [redacted], we would have
been accommodative to her request as an exception to our policy.  Nonetheless, we believe that [redacted] may have a claim against [redacted] for the amount of the refund check.  We encourage [redacted] to consult her attorney regarding this possibility.
Thank you for bringing this matter to our attention and affording us the opportunity to respond.  If you have any questions or concerns, please contact me at [redacted], extension[redacted].
Sincerely,
[redacted]
[redacted]
CarMax Auto Finance
[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 declining the business response to the complaint because I have yet to receive my car. The scheduled date according to their response was 11/3. It is now 11/10, and they still have my car, thus voiding their response. In addition, their response did not include anything about the transmission. It seems that they are currently having issues with it still. The transmission has been sent to another dealership ([redacted]) three times for replacement and/or repair and still does not work. I am not sure what is going on with my car or what they are doing to my car that every time it sent, they find something else wrong with it. Why can't CarMax complete their own issues for their warranty or choose a different dealership if they send it to questionable dealerships that seem to have no idea what they are doing? An an engine and a transmission are not unusual things for a car dealership to work on. It worries me when they keep finding things wrong with the new parts or the repairs. It is ridiculous that it takes a car place more than one try to fix a problem. I need something more than a warranty. I need compensated for my time spent without my car (months on end), time spent on the phone, and driving to and from the dealership. This entire time I have been making my car and insurance payments on time. Thank you very much for your time and effort.
Regards,[redacted]

July 12, 2016
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: [redacted]
Complaint ID: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated June 29, 2016 regarding
the Vehicle Ms. [redacted] inquired about purchasing from the CarMax store located
in [redacted] (“CarMax”) during the months of May and June, 2016.
 
In the complaint Ms. [redacted] expresses concern related to her
request to have the Vehicle transferred from CarMax Louisville to CarMax Denver
- South Broadway, and states that she later discovered that transfer was never
initiated. As a result of this, she requests that CarMax provide her details
regarding the transfer request, in addition to reimbursement for her lost time
in the form of store credit.
 
CarMax’s records indicate Ms. [redacted] visited CarMax Denver -
South Broadway on or about May 26, 2016, to inquire about the Vehicle. It is
noted that the Sales Consultant assisting Ms. [redacted] did not initiate the
transfer during this visit, as interest in the Vehicle was not clearly indicated.
 
Company notes state that a Sales Manager spoke with Ms. [redacted] regarding her concerns on or about June 30, 2016, and confirmed the Vehicle she
was initially interested in was no longer available. CarMax’s records also
indicate that the Sales Manager worked with Ms. [redacted] during that call to
help her find another vehicle she was interested in, but was unable to find another
vehicle that met her needs at that time. It’s noted that the Sales Manager
speaking with Ms. [redacted] also made an offer to assist with a transfer fee,
should she find another vehicle she was interested in.
While CarMax is unable to reimburse Ms. [redacted] time in the form of store
credit as requested, Ms. [redacted] is encouraged to call the CarMax Denver -
South Broadway sales department at [redacted], option ** should she wish to
speak again about transferring or purchasing a vehicle.
 
 
CarMax appreciates the opportunity to respond to this complaint.
 
Please contact me at [redacted] extension [redacted],
with any questions you may have.
 
Sincerely,
Kristina S[redacted]
[redacted]

July 19, 2016
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: [redacted]
Complaint ID: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated July 6, 2016 regarding
the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”)
on or about April 24, 2016.
 
In the complaint Ms. [redacted] describes concerns with the Vehicle’s
battery and alternator and requests that CarMax reimburse the repair expenses,
as previously offered.
 
CarMax’s records indicate that the reimbursement request was
received from Ms. [redacted] on or about May 10, 2016. It’s noted that the Service
Manager, Joe, requested additional information from Ms. [redacted] at that time in
order to process the requested reimbursement. Company notes indicate that the
Service Manager again spoke with Ms. [redacted] on or about May 17, 2016, and
received answers to the questions asked previously, as needed for processing.
 
CarMax’s records state that Ms. [redacted] called CarMax Irvine’s
Business Office to inquire about the status of the refund on or about June 19,
2016, and again on or about June 28, 2016. During the call between Ms. [redacted] and the Business Office Manager on or about June 28, 2016, Ms. [redacted] was
offered the option to visit the store to receive her reimbursement as cash. Ms.
[redacted] elected to move forward with this option and visited CarMax Irvine on
or about July 9, 2016. During this visit, CarMax issued Ms. [redacted] her
reimbursement, as well as vouchers for future service needs as a goodwill
gesture.
 
 
CarMax appreciates the opportunity to respond to this complaint.
 
Please contact me at [redacted], extension [redacted],
with any questions you may have.
Sincerely,
Kristina S[redacted]

August 9th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE: [redacted]Dear Mrs. [redacted],   ...

        Thank you for forwarding the complaint received in your office from Ms. [redacted] regarding her attempt to sell the Vehicle to CarMax of [redacted] (“CarMax”) on approximately July 13th, 2016. In her complaint, Ms. [redacted] requested that CarMax honor the original appraisal offer she received during her initial visit to CarMax of [redacted]            CarMax (of [redacted], IL) spoke with Ms. [redacted] on approximately July 22nd, 2016, explaining that a system error occurred at the time of the second appraisal, which  affected their ability to see the initial offer presented to her by CarMax of [redacted], IA.  After rectifying this and explaining the system error, CarMax of [redacted], IL confirmed that they would be happy to offer her the original appraisal value of $500.00.  However, Ms. [redacted] informed CarMax that she has since sold the Vehicle to another dealership and would not be accepting this offer.            CarMax appreciates the opportunity to respond to this complaint and encourages Ms. [redacted] to contact me at [redacted], ext. [redacted] if she has any additional questionsThank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]
[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]

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 d
carmax did not fix the vehicle at any time that I have owned it. I refused for them to fix the vehicle because after only having the vehicle for about 8 months Carmax told me that the Extended warrantee I purchased for an additional 1300 had refused to fix the vehicle due to EXTENSIVE RUST on the under body, engine, exhaust manifold and all the entire underneath of the truck.  That is exactly what they told me. I would have to pay for the repair out of pocket. All of the repairs I have already done to this vehicle are due to the rust that Carmax hid by painting the entire undercarriage with black paint and in some areas silver paint. I asked them if the truck had been in a wreck also and the salesperson said maybe a fender bender but it had obvious repairs that had been made to several parts. These were the only parts under the vehicle that were not completely rusted. My main issue is that I have paid 18k for a vehicle I cannot afford to repair any longer. I have to pull the entire engine to repair the extensive rust under the vehicle. The filler valve is actually a part of the bed and will take extensive work to replace. I have had many vehicles and have never seen the filler valve rust out from the under neither of a vehicle. It's like this truck has cancer. The gas filler valve is rusted out, I can't even put gas in the vehicle because the gas fill valve is rusted all the way through. Carmax has left me with a vehicle I owe 4k on and literally have to pay off and can't even use. I bought this vehicle in good faith and have been completely ruined because of the extensive rust under the truck covering all parts of the operational components. I have not even put 30k miles on this vehicle have always kept in cleaned have never left any chemicals on it to cause this extensive rust.  I have a [redacted] that has no rust at all on the vehicle. This vehicle has been a lemon since I bought it costing me thousands if dollars directly related to the intentionally concealed rust that Carmax admitted the vehicle having before I even had the truck an entire year. Doesn't that sound odd? Please help me I deserve compensation for this company concealing this extensive damage and taking me for 18k. It is bad business and the Revdex.com shouldn't let this big company take advantage of the little guy and get away with lying and selling faulty equipment.
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]

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

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] I have heard nothing from Car Max about anything but a planned ridiculous 4G loss buy back of the car, as I was told that this car was going to another dealership to be checked as well. I have called Car Max and left correspondence with them and heard nothing back.  
I have received no contact from Car Max other then the promise to take the car to another dealership and the 4G loss on a buy back. The [redacted] dealership is aware of the issue as I was in the car with the tec as the transmission slipped, as well an employee at Car Max was also in the car as it experienced the issue, both while both were driving it.The dealership did not know what the issue was and could not trace it down, but offered to replace the transmission if Car Max oked it. I believe that if it had no issue that that offer would not be made.The car since being taken to [redacted] is about 6-7 miles off its MPG, it is getting horrible gas mileage and shifting erratically.It is not my fault that the damage has been done to this car, and I am not going to accept a car that gets the gas miles of a 1 ton truck!  If Car Max is not able to step up to the plate and be responsible for a garage they took it to that did damage to it, they can take it back, if not this will have to goto court, I would have no choice..

September 5, 2014       
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236
RE:       Consumer Complaint of [redacted]
Retail Installment Contract Dated 07/27/2014
            [redacted], VIN: [redacted]
           
Dear Sir/Madam:
Thank you for forwarding [redacted] complaint to us for review and response.  [redacted] is requesting that we remove her name from the above-referenced contract because the co-buyer on the contract provided false information relating to his address and income on the credit application that was submitted to purchase the vehicle.  [redacted] also indicates in her complaint that the co-buyer agreed to return the vehicle after she discovered that the co-buyer provided false information on the credit application.  For the reasons which follow, we cannot grant [redacted] the relief that she seeks. 
Our records show that prior to submitting this complaint, [redacted] brought her concerns to our attention.  There appears to be some inconsistency regarding why [redacted] is requesting to be removed from the contract.  On August 4, 2014, [redacted] called to inform us that the co-buyer purchased the vehicle without her consent, which is inconsistent with the reason she disclosed in her complaint.  Following our August 4, 2014 conversation, we immediately commenced a fraud investigation into [redacted]’s allegation.  We closed our investigation after a conversation with [redacted] on August 6, 2014.  During this conversation, [redacted] admitted that she knowingly purchased the vehicle with the co-buyer and that she and the co-buyer recently had a disagreement.  [redacted] are the contract documents executed by [redacted] at the time of the purchase. 
Again, thank you for bringing this matter to our attention and affording us with the opportunity to respond.  If you have any questions or concerns regarding our explanation, please contact me at [redacted], extension[redacted]. 
Sincerely,
[redacted]
[redacted]
CarMax Auto Finance
[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.I did speak with one of the managers from [redacted]. She said that there is nothing she can do regarding this issue. She said that I signed the contract agreeing to send the money to my new finance company. That part of the contract was not explained to me. I was told that I should expect a check for the difference from [redacted] Financial. I contacted [redacted] and they said they do not issue checks back to their customers. And if I want the difference, I should contact Carmax. They have not received the difference as of June 14, 2015. It does not make any sense why [redacted] has to received the difference. They have nothing to do with me selling my car to Carmax. When I sold my car, the negotiation is between Carmax and myself. Why couldnt they issue the check to me like the way they will do it if I did not purchase a car from them. All this experience from Carmax has been a hell. I know its only $500 and some but for me that is a lot. I cant believe a big company such as carmax would not even satisfy their customer. Its a small amount compared to what you will be making from the car I sold. And the money is rightfully mine. I regret doing business with Carmax. I will share my experience with them to everyone I know.
Regards,
[redacted]

August 10, 2015
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
[redacted]
[redacted] (“the Vehicle”)
Dear Mrs. [redacted],
            Thank
you for forwarding the additional complaint received in your office from Ms. [redacted] regarding her purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on
September 28th, 2013.
In her reply, Ms. [redacted] reiterated her service concerns with the Vehicle. Ms. [redacted] again requested a refund
of all the money she invested since her purchase of the Vehicle.
As was previously stated,
the extended service plan that Ms. [redacted] purchased covered each of her. In an
effort of customer service, CarMax repeatedly paid Ms. [redacted] $250.00 deductible.
Ms. [redacted] received alternate transportation while having her concerns
addressed on each occasion.
CarMax will gladly
address any further service concerns that Ms. [redacted] may have with the Vehicle.
In the event that Ms. [redacted] would like to sell the Vehicle, CarMax would be
happy to offer an appraisal. CarMax will not be authorizing a return or
exchange of the Vehicle as she is outside of any return period that CarMax
offers.
            If
Ms. [redacted] has any further questions on the Vehicle or her service concerns,
she may contact me directly at [redacted], ext. [redacted].
            Thank
you kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]
[redacted]

27 May 2014
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia  23236
Re:      [redacted]
            [redacted]
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the purchase of the aforementioned Vehicle on 14 April, 2014, from CarMax of [redacted] (“CarMax”) and the status of the Vehicle’s registration.   Additionally, [redacted] related a concern with the payoff of a vehicle that he sold to CarMax at the same time (the “Trade Vehicle”).  CarMax appreciates the opportunity to respond.
At the time of the transaction, CarMax was unable to obtain an exact payoff amount for the Trade Vehicle because [redacted] finance company was closed.  Instead, an estimated payoff was used in processing the transaction so that it could be completed at the time of [redacted] visit, with the understanding that in the event that the payoff was underestimated, the variance would be his sole responsibility.  On the following business day, the payoff was verified as being $743.44 over the estimated amount.  CarMax paid this difference to the finance company in order to pay off the Trade Vehicle and obtain the title.  This difference is still owed to CarMax by [redacted]
The normal processing time for obtaining plates is from four to six weeks.  A review of CarMax’s records indicates that the plates were received by CarMax and mailed to [redacted] on 22 May 2014.
CarMax appreciates [redacted] business and the opportunity to respond.  If you have any questions, please contact me directly at [redacted] extension[redacted].
Sincerely,
[redacted]
CarMax Customer Relations

September 15, 2014
0in 0in 0pt;" class="MsoNormal">[redacted]
Revdex.com
[redacted]
RE: [redacted] VIN: [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle she purchased on June 28th, 2014 from the CarMax of [redacted] (“CarMax”).  In her complaint, [redacted] shares her frustrations with multiple mechanical concerns including the condition of the tires, an issue causing the Vehicle to shake, and the condition of one of the wheels.  [redacted] is requesting that CarMax replace two tires, repair the wheel, resolve the issue causing the Vehicle to shake and to issue her a partial refund as the Vehicle is not worth as much as originally priced due to the mechanical concerns she has.
CarMax’s research shows that CarMax has resolved several of the concerns mentioned in her complaint and has already advised the tires would not be replaced at CarMax’s expense.  After review of [redacted] complaint, CarMax declines to replace the tires and issue her a partial refund.  However, CarMax offers to repair the wheel and diagnose the issue causing the Vehicle to shake to determine what options are available for repair.  [redacted] is invited to schedule a service appointment if she chooses to accept CarMax’s offer.
Thank you for providing CarMax an opportunity to respond.
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.]  I am not satisfied as I have had the same issue with this vehicle four times.  Every time they do some nominal repair and then a few months later it happens again.  I have had to have the car towed on four occasions, three to CarMax.  they have sent it to [redacted] on more than one occasion.  The car shuts down entirely.  It's not simply a no start.  It shuts down while it is being driven in the middle of the road/highway where ever you happen to be and will not restart.  No power whatsoever, no power steering etc.  So it shuts down in the  middle of a busy street and becomes a sitting duck for the next car or truck to hit it.  it is extremely unsafe.   they say the have confidence it is now fixed, but they were confident it was fixed the last three times as well and it was not.
It has come to my attention that there is now a class action lawsuit pending against [redacted] for these type of issues.  I previously sent you a link to that information.
Regards,
[redacted]

August 25, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re:  Complaint ID [redacted]
[redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on August 20, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Milwaukee, Wisconsin (“CarMax”), on or about April 8, 2014.  [redacted] requested in her desired settlement that CarMax compensate her for all of the money she has spent and all the inconvenience it has caused her.
[redacted] mentioned in the complaint that a few months after purchase she noticed there was a recall on the Vehicle.  At time of purchase CarMax provides the manufactures information for the customer to contact to have the vehicle registered in the new owner’s name so they can be notified of any recalls that arise.   [redacted] would need to contact the manufacture to have the recall taken care of. 
[redacted] also mentioned in the complaint that since ownership she has been taking the Vehicle in getting repairs completed.  CarMax was not aware of repairs being completed.  According to CarMax’s history the Vehicle has not been brought back in for repairs.    
CarMax appreciates the opportunity to respond to this complaint and is declining the settlement request as set forth in this complaint.  CarMax would like to invite [redacted] to contact the Service department for any concerns she has that need to be addressed and if she would like to get out of the Vehicle CarMax would be happy to provide [redacted] with an appraisal offer.
 
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
We purchased the vehicle in question on August 13, 2013. The accident occurred on July 19, 2013. Car Max had ownership of the vehicle on July 19, 2013 and should have known about the accident without even running a Car Fax or Auto Check. It does not matter how much damage there was to the vehicle. The facts are clear, Car Max sold us a vehicle which had been involved in an accident while they owned the vehicle. This is deliberate fraud. I will be obtaining more information from the car dealer to whom the vehicle was traded. In the meantime, please keep this case open as we also obtain legal counsel.

[redacted]

class="MsoNormal">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
[redacted]
[redacted]
Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted] (the “Vehicle”), that he purchased on or about July 9, 2014 from the CarMax store located in [redacted] (“CarMax”).  In this complaint, [redacted] is requesting the [redacted] system to be repaired or replaced with a new system.
According to our records, [redacted] brought the Vehicle in with concern of [redacted] sounding quiet and having a bad sound quality.  CarMax could not verify the poor sound quality, and found the aftermarket unit working as designed during the service visit on or about August 1, 2014.
CarMax is declining the settlement request as set forth in the complaint.  However, CarMax does invite [redacted] to have his vehicle appraised, and CarMax can assist [redacted] finding the right vehicle that would meet his needs.
CarMax appreciates the opportunity to respond to this complaint. 
Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]
[redacted]