CarMax , Inc.

September 16, 2016
 
[redacted],
Operations...

Supervisor                               
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: Mrs. [redacted]
Complaint ID: [redacted]
2012 [redacted] (the “Vehicle”), VIN: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated September 3, 2016 regarding
the Vehicle purchased from the CarMax store located in Irving, Texas (“CarMax”)
on or about March 3, 2016.
 
In the complaint, Mrs. [redacted] states that in the beginning of
August the Vehicle began to overheat, which she believes to be in relation to
her previous replacement of the thermostat (brought to CarMax’s attention
within her first 30 days of ownership). Based on this, Mrs. [redacted] is
requesting that CarMax cover the cost to repair the Vehicle’s engine, which she
states is $8,000.
 
According to CarMax’s records, the Vehicle’s thermostat assembly
was replaced on or about April 8, 2016. CarMax did not hear back from Mrs.
[redacted] until on or about August 18, 2016, after she contacted them in regards
to the Vehicle’s engine overheating. During her conversation with CarMax, she shared
that a mechanic informed her that the Vehicle would need a new head gasket.
Therefore, CarMax offered to have the Vehicle towed in for further diagnosis at
no cost to Mrs. [redacted].
 
Upon inspection of the Vehicle, CarMax determined that the engine
damage was caused by continuing to drive the Vehicle while it was overheating,
which would warrant an engine replacement. As a gesture of goodwill, CarMax
offered to complete the engine replacement at their discounted cost due to Mrs.
[redacted]’s prior cancelation of her MaxCare Extended Service Plan (on or about
March 11, 2016). This would take the cost of repair from $15,944.79 to
$8,293.81. Mrs. [redacted] declined CarMax’s offer of assistance.
 
Based on the information above, CarMax will not participate in the
resolution that Mrs. [redacted] seeks. However, CarMax’s offer to perform the
repair at cost still stands; though the engine may vary in cost, depending on
prices quoted by the vendor. If Mrs. [redacted] would like for CarMax to complete
this repair at cost, she can reach out to CarMax’s Service Department at 972-721-0500
option 4.
 
 
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,
 
Gabrielle P[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.
Since my complaint, my car broke down again, some wires were lose (for months apparently) and Carmax took their sweet time to take care of it. Also I am still waiting for my car registration paperwork. The last time I spoke with [redacted], she promised me to take care of it and keep my updated during the process. That was more than 3 weeks ago and I have not heard a single word from her since then.
Regards,
[redacted]

February 16, 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 3, 2016 regarding
the Vehicle purchased from the CarMax store located in Boynton Beach, Florida (“CarMax”)
on or about March 9, 2014.
In her complaint, Mrs. [redacted] describes concerns regarding
repair delays, rental vehicle reimbursement, and communication with the service
department. Mrs. [redacted] requests that CarMax reimburse the rental vehicle
expense through Enterprise.
CarMax’s records indicate that the service department has been in
contact with Mrs. [redacted] and her family regarding her expressed concerns.
Service records indicate that CarMax presented the option of a loaner vehicle for
Mrs. [redacted] while repair work was being completed on the Vehicle, which was
declined. When manufacturer supply issues led to extended repair delays, CarMax
offered to reimburse Mrs. [redacted] for vehicle rental beyond the 7 days
included through her MaxCare extended service plan. Records indicate that as of
February 16, 2016, the service department had not yet received the requested
receipt for Mrs. [redacted]’s rental vehicle, as required for reimbursed.
CarMax is currently working to reimburse Mrs. [redacted] for the 7
additional days of vehicle rental with the Enterprise payment information shared
in her complaint. Should additional documentation be needed to complete the
reimbursement process, CarMax will contact Mrs. [redacted] by phone.
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 S[redacted]
Analyst, Executive Response Team

April 18, 2014
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Complaint ID [redacted]
[redacted]
Dear [redacted]:
I am writing you in response to your letter...

dated April 2, 2014, wherein you forwarded a complaint from [redacted].  [redacted] requested that CarMax allow her to replace her vehicle.
[redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax store located in Virginia Beach, Virginia (“CarMax”) on or about July 16, 2011.
[redacted] mentioned in the complaint that she took the Vehicle to a [redacted] dealership to inquire on a leaking concern.  According to [redacted], [redacted] found an issue with the sunroof drain and provided her an estimate on the cost of repairs.
[redacted] then reached out to CarMax for assistance on the leaking concern.  CarMax advised [redacted] the repair would not be covered under her Extended Service Plan and referred [redacted] to [redacted] who could assist in repairing the Vehicle.
CarMax is declining [redacted] request to replace the Vehicle.  However, CarMax would like to extend [redacted] the offer to have the Vehicle appraised.
CarMax appreciates the opportunity to respond to this complaint.  CarMax apologizes for any inconvenience [redacted] may have experienced.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, Customer Relations

October 20, 2014
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID [redacted]
/>
Dear [redacted]:
Thank you for forwarding the complaint dated September 11, 2014 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about July 29, 2014.  [redacted] requested in the desired settlement for CarMax to reimburse her $100.00 for the cost of her deductible.
[redacted] brought the Vehicle to the Service Department on or about August 8, 2014 to inquire on multiple concerns to include an air conditioning and windshield concern.  CarMax diagnosed the Vehicle and made the necessary repairs at no cost to [redacted] under the 30-Day Limited Warranty.
According to the complaint, [redacted] later called the Service Department regarding a shifting concern and was advised that she would be responsible for paying the cost of her deductible outside of the 30-Day Limited Warranty.  CarMax’s records also indicate that the Vehicle was not brought in within the first 30 days of ownership for a shifting concern.  However, CarMax will reimburse [redacted] the cost of her deductible as a gesture of goodwill.
[redacted] will have 30 days from the receipt of this letter to present a paid invoice to the Service Department in Burbank, California or fax in a copy to [redacted]
CarMax appreciates the opportunity to respond to this complaint and at this time considers the gesture of goodwill the resolution to the complaint.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]

[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]

[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]

March 6, 2014            
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236
RE:      Consumer Complaint of [redacted] ([redacted])
Retail Installment Contract Dated 10/23/2009
            [redacted], VIN: [redacted]
            Account No. [redacted]
Dear Sir/Madam:
This will confirm receipt and review of a complaint that was forwarded to your office by [redacted] ([redacted]) regarding the above-referenced account.  [redacted] is disputing the negative information that we furnished to the credit reporting agencies regarding her account.  Please find our response below. 
We learned of [redacted] concern for the first time on February 17, 2014.  During that phone call [redacted] stated that she was attempting to get a mortgage and requested that we remove the 30-day reporting associated with her November 2013 and December 2013 payment.  [redacted] also stated that she informed us on November 7, 2013 that her November 2013 payment would be late and that we assured her that her account would not be reported negatively to the credit reporting agencies.  We advised [redacted] that we had no record of the November 7th conversation and as a result we could not accommodate her request.
Upon receipt of this complaint, we again reviewed [redacted] account and our records do not support [redacted] claim.  As a matter of fact, our records show that prior to the February 17th conversation, our last contact with [redacted] was on October 18, 2010.  While we understand the impact the negative information in question may have on [redacted] mortgage application, we are required by the Fair Credit Reporting Act to report the status of our accounts both accurately and completely.  Unless [redacted] can show that the negative information in question is inaccurate, we cannot provide her with the relief that she seeks.
Thank you for bringing this matter to our attention and affording the opportunity to respond.  If there are any questions or concerns regarding the information above, please feel free to contact me at [redacted], extension [redacted]. 
Sincerely,
 [redacted]
Paralegal
CarMax Auto Finance
CC: [redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I feel the vehicle was unsafe from the beginning as stated. It will on occasion down and upshift very hard. The lane changing upon acceleration is extremely dangerous. The interior of the car I had paid to have shipped to your more local location is really dirty not to mention the seatbelts do not retract because of the dirt in the mechanism. All the items that were not corrected listed only a few were addressed. The stick shift bezel, rear bumper being painted because it was falling off and is starting to again. The brakes are not fine the still have a sanding noise, the brake pedal is still almost going to the floor while sitting at a stop. The clunk noise in the dash and the vibration in the tailpipe I understand are not safety issue but were not fixed as promised. The vehicle will not reach operating temperature for 20-30 minutes,  these are a few of the items that were not corrected. This is not acceptable and very dangerous. I have a six year old son that rides in this vehicle with me. I was told all items would be fixed to my expectations within the 30 day time frame per agreement I feel I have driven a unsafe vehicle purchased from CarMax. I let you buy my safe car "[redacted] in great condition with no mechanical issues with only 75,000 miles for a vehicle with unsafe mechanical issues.
Regards,
[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 [redacted] (the “Vehicle”) that was purchased on or about May 14, 2014 from the CarMax store located in [redacted] (“CarMax”).  In this complaint, [redacted] is requesting a full refund, or for CarMax to repair or replace the Vehicle.
According to our records, [redacted] brought the Vehicle into CarMax for a dome light out, the Vehicle pulling to the left, and a gurgling sound under the radio when idling.  CarMax did not duplicate a problem with the dome light, and diagnosed a realignment needed as well as replacement needed of the air condition compressor and temperature door actuator during this visit on or about June 20, 2014.   
[redacted] returned to CarMax with concerns of both brake lights out, installation needed for the air condition compressor and temperature door actuator, alignment completed, and a noise coming from the front passenger wheel area at speeds of 35-40mph.  CarMax replaced the blown passenger lower brake lamp bulb, replaced the temperature door actuator and replaced the air conditioning compressor, and completed the alignment during this visit on or about June 25, 2014.
[redacted] brought the Vehicle back to CarMax with concerns of both front tires making noise at 35-40mph, rattling loudly at the front end, the Vehicle pulling left, the steering wheel not centered, air conditioning sounded like the compressor was failing, passenger side tire rolling when making sharp left turns, rear hatch dents, driver’s side door will not hold open, and steering vibration more at 60 mph.  CarMax could not duplicate the tire concern, loud rattling, pull, or feel of tire rolling abnormally for a four wheel drive vehicle.  The steering wheel was found to be level, and the dent concern was outside of the Limited 30-Day warranty.  CarMax replaced front brake pad hardware.  Related to the air condition concern, CarMax replaced the compressor, flushed the system, replaced the dryer, and recharged the system.  CarMax also rebalanced the tires during this visit on or about July 22, 2014.
As a gesture of goodwill to [redacted], CarMax replaced the two front tires on the Vehicle with two new tires on or about August 18, 2014.
[redacted] then asked CarMax for some options related to the Vehicle concerns.  CarMax suggested that the Vehicle be taken to a local [redacted] dealership for diagnosis of the items that CarMax was not able to duplicate and repair.  [redacted] returned to CarMax with concerns of a whining noise at 35-40mph that [redacted] diagnosed as a transfer case, she stated that [redacted] found air conditioner compressor noisy, and she stated that [redacted] found the steering wheel off.  CarMax spoke with [redacted] and [redacted] stated they only recommended a replacement of the transfer case based on customer complaint and age and mileage of the Vehicle; the diagnosis was not completely clear that the transfer case was the cause of the noise.  CarMax diagnosed normal gear noise for the age and mileage of the Vehicle.  Related to the air conditioner, CarMax replaced the compressor with a factory compressor and recharged the system.  CarMax verified alignment of steering level; the readings were normal and CarMax gave a print out of information to [redacted] during this visit on or about August 26, 2014.
CarMax is declining the settlement request as set forth in the complaint. CarMax has diagnosed and repaired the Vehicle on multiple visits as listed above.  As a gesture of customer service, on or about August 27, 2014, CarMax invited [redacted] to accept a six month, 6,000 mile warranty on the transfer case even though repair or replacement was not completed based on CarMax’s diagnosis of the Vehicle.  [redacted] accepted this as settlement to this complaint.
CarMax appreciates the opportunity to respond to this complaint. 
Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]

September 29, 2016
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mr. & Mrs. [redacted]
Complaint ID [redacted]
2011 [redacted] (the “Vehicle”),...

VIN: [redacted]
Dear Mrs. [redacted]:
I am writing in response to your letter dated September 25, 2016 wherein you forwarded a complaint from Mr. & Mrs. [redacted], regarding the Vehicle purchased from the CarMax store located in Memphis, TN (“CarMax”) on or about July 19, 2014.
CarMax’s records indicate that Mr. [redacted] has been in communication with CarMax’s Customer Relations Team since on or about September 9, 2016.  During the extent of their conversation with Mr. [redacted], they have addressed his concerns as extensively as possible, outlining the following:
- Vehicle repairs: The Vehicle was brought in to CarMax’s Service Department on or about September 7, 2016 for a no start concern. Due to the condition of the Vehicle, CarMax was unable to diagnose it; and therefore recommended that the Vehicle be towed to the nearest authorized Smart repair facility in Nashville, TN.  The cost for this towing bill would have been around $650.  However, as a gesture of customer service, CarMax agreed to pay this expense.  
Mr. [redacted] declined this offer, and later shared that German Auto Care (in West Memphis, AR) was authorized to complete the needed diagnosis and/or repairs to the Vehicle.  CarMax researched this facility on or about September 19, 2016, and shared with Mr. [redacted] that they would be willing to have the Vehicle towed to that location, again at no cost to him.  Mr. [redacted] accepted this offer, but stated that he would not authorize the diagnosis and/or repairs for the Vehicle if CarMax would not provide him with a loaner vehicle.  CarMax declined to do so, based on the below loaner policies.
- A loaner vehicle: CarMax does extend loaner vehicles to their customers on occasion, mainly if repairs are needed within the first 30 days of ownership or if a repair will take beyond the seven days allotted by their MaxCare Extended Service Plan (“MaxCare Plan”).  Due to Mr. [redacted] being well outside of the first 30 days of ownership, CarMax declined his request but stated that if the repairs were covered under the terms of his MaxCare Plan – taking beyond the seven allotted days – CarMax would be willing to provide him with a loaner vehicle while the final repairs were being completed.  Mr. [redacted] declined this offer.
- MaxCare refund: Based on the above explanation of loaner vehicles, CarMax finds no reason to offer him a full refund on his MaxCare Plan.  However, CarMax has shared with Mr. [redacted] that they’d be more than happy to offer him a prorated amount on his plan, should he wish to cancel it at this time.  Mr. [redacted] has declined this offer.
CarMax’s Service Manager, Jeff P[redacted], attempted to reach Mr. or Mrs. [redacted] by phone on or about September 27, 2016, in order to inquire about their decision on next steps.  However, he was unable to connect with them at the time of that call.
The following day, CarMax’s Customer Relations Team continued to engage with Mr. [redacted], sharing that it might be beneficial for them to attempt to call Mr. P[redacted] directly at (901)382-1315 ext *.  CarMax is unsure if there was an attempt made to reach Mr. P[redacted] back; however, on or about September 27, 2016 and September 28, 2016, CarMax requested for Mr. [redacted] to send them his best contact number (and time of day).  Mr. [redacted] declined to do so.
Considering the details as outlined in this complaint, CarMax is unwilling to provide him with the resolution that he seeks.  He is, however, welcome to contact myself at (855)562-4935 extension [redacted] or Mr. P[redacted] with any questions or concerns that he may have.
CarMax appreciates the opportunity to respond to this complaint.
Sincerely,
Nekia W[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, in fact, have paperwork proving that there was an issue with the transmission, that was have to me from CarMax. I also think it would be fair that CarMax make the first payment since they had the car "servicing" it longer than I had it. There are still numerous things wrong with the car but I don't want to keep driving to knoxville wasting my time, gas and money on issues that shouldn't even be happening. Now, there is a old thump when I press the brake. Never happened until I got it back from the service department. I don't think it's fair that they use the "5 day guarantee" when naturally some signs aren't picked up on. It's not my fault they sold me a lemon vehicle and I didn't see the signs until after the "5 days". I shouldn't have to finance another vehicle when they can easily swap the vehicles out!! I thought that was customer service. If this is the way they do business, I'm surprised they are still in business. 
Regards,
[redacted]

July 25th, 2014

Operations Supervisor
Revdex.com
701 East Franklin Street
Richmond, Virginia23219
RE: [redacted] VIN: [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of Modesto, CA (“CarMax”) on June 14th, 2013.  In her complaint, [redacted] shares that CarMax had the Vehicle listed as being 2WD when purchased and later she found out the Vehicle is actually a 4WD vehicle.  She stated that she did not request a 4WD vehicle and she is requesting that CarMax to take return of the Vehicle in exchange for a comparable vehicle.
CarMax apologizes for the optioning error.  However, as the Vehicle’s sale price was not negatively impacted by the optioning error, CarMax declines to take return of the Vehicle.  CarMax does offer to re-appraise the Vehicle as the appraisal offer mentioned in the complaint has since expired.  In addition, as a gesture of goodwill, CarMax offers to consumerise up to $149.00 towards a transfer fee if [redacted] chooses to transfer a vehicle in to purchase. [redacted] is invited to contact the Management Team at CarMax [redacted] if she chooses to accept the offer.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
Analyst, CarMax

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]
This noise started before the 30 day warranty period and it continues to make noise. Yes it did not make this noise while the vehicle was at the dealership. It stops and starts. I am going to take a recording of this noise when it happens again. I want to be able to enjoy my vehicle without taking it in constantly.

...

                                      March
20, 2015
 
Via Electronic Mail
 
[redacted], Operations Team
Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
Re: [redacted]
 
Dear Ms. [redacted]:
 
I am
writing in response to your letter which forwarded the complaint of Lakeila
[redacted]. On January 31, 2015, Ms. [redacted] purchased a 2005 Dodge Magnum, VIN 2D4GV58265H683556
(the “Vehicle”), at the CarMax of Fort Lauderdale, FL.  In her complaint, Ms. [redacted] is requesting
CarMax fix her leaky sunroof.
 
Ms.
[redacted] had the vehicle towed to CarMax on March 2, 2015 because the sunroof was leaking
and the Vehicle would not start.  CarMax
inspected the Vehicle and discovered that the engine air filter was completely
soaked from water intrusion.  This is
what was causing the engine stalling and creating noise.  It was evident that the Vehicle has been
submerged.  CarMax told Ms. [redacted] that she
needed to contact her insurance to repair the engine and then we would address the
sunroof.
 
Ms.
[redacted]’s insurance company contacted CarMax to see if there were any diagnostic
charges.  On March 11, 2015 Ms. [redacted]’s
insurance company came and towed the Vehicle away.  CarMax advised Ms. [redacted] after the engine
repairs are completed to contact the store to set an appointment to take care
of the sunroof leak under her 30 day limited warranty.
 
The
offer to repair the Vehicle’s sunroof under the terms of the warranty still
stands. If Ms. [redacted] wishes to pursue a sunroof repair she is welcome to
schedule a service appointment.  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

...

                          March
27, 2015
 
Via Electronic Mail
 
[redacted], Operations Team
Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
Re: [redacted]
 
Dear Ms. [redacted]:
 
I am
writing in response to your letter which forwarded the complaint of [redacted]. On
December 31, 2014, Mr. [redacted] purchased a [redacted], VIN [redacted]
(the “Vehicle”), at the CarMax of Riverside, CA.  In his complaint, Mr. [redacted] is requesting
CarMax payoff his loan with [redacted] including interest and refund him the
payment he made for $367.53.
 
CarMax
did contact [redacted] on or about March 20, 2015 and they had received the
check for $23,916.92.  CarMax also issued
a check for $383.86 payable to [redacted] and it was sent via FedEx.  CarMax did speak to [redacted] and [redacted] at
[redacted] to inform them that the overage is to be credited to Mr. [redacted]’s
savings account.
 
CarMax
appreciates the opportunity to respond to this complaint. If you have any
questions, please call me at [redacted], ext [redacted].
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

11/20/2014
Roman"> 
[redacted]
Revdex.com
[redacted]
[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], [redacted] (“CarMax”) on 10-17-2014. [redacted] is requesting reimbursement for her auto insurance co-pay and compensation for her time away from work while CarMax was obtaining a clear title for the Vehicle.
 
CarMax appreciates the opportunity to respond to this complaint. CarMax has taken return of the Vehicle and [redacted] has purchased another from a different dealer. CarMax considers the complaint resolved.  Please call me at [redacted], extension[redacted], if you have any questions.
 
 
Sincerely,
 
[redacted]
CarMax Customer Relations

April 25, 2014
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Complaint ID [redacted]
Dear [redacted]:
I am writing you in response to your letter...

dated April 7, 2014, wherein you forwarded a complaint from [redacted].  [redacted] requested that CarMax allow her to replace her vehicle.
[redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax store located in Roseville, California (“CarMax”) on or about August 29, 2010.
[redacted] mentioned in the complaint that she brought the Vehicle to CarMax several times to inquire on an airbag concern.  CarMax’s records indicate that [redacted] brought the Vehicle to the Service Department to inquire on an airbag light staying on inside the Vehicle on or about October 31, 2012.  CarMax found fault code [redacted] and replaced the wiring harness under the driver’s seat.  [redacted] brought the Vehicle back to the Service Department on or about March 13, 2013 to readdress the airbag concern.  CarMax found fault code [redacted] and replaced the airbag on the back driver’s seat.  The Vehicle was serviced next on June 20, 2013 regarding the same concern.  CarMax diagnosed the Vehicle and determined there was a bad connection in the left side thorax squib circuit.  CarMax tightened the connector pin.  CarMax repaired the Vehicle last on July 25, 2013 when she brought her Vehicle back to the Service Department to inquire on the airbag concern.  CarMax found fault code [redacted] and recommended sending it to the [redacted] dealership for service.  [redacted] replaced the sub-harness to correct the concern.
CarMax has not serviced the Vehicle since the last date of repair.  CarMax encourages [redacted] to contact [redacted] at [redacted] to address any remaining concerns she may have.
Additionally, CarMax is declining [redacted] request to replace the Vehicle.  However, CarMax would like to extend [redacted] the offer to have the Vehicle appraised.
CarMax appreciates the opportunity to respond to this complaint.  CarMax apologizes for any inconvenience [redacted] may have experienced.
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 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]
[redacted]She said someone from carmax left a voice mail. I told her let them respond through the Revdex.com so it would be on record. [redacted] said she only received 2 emails from the Revdex.com. 1 email stating they received the complaint and 1 email with the link showing complaint was closed  because she did not respond to a email she hasn't  received. [redacted] never spoke with anyone from carmax about this complaint. Repeat no one. Only got a voice mail.The problems the car has are electrical as well as the transmission. [redacted] told carmax about numerous problems with the car within the 30 day warranty. She was told to take it to a [redacted] dealer to look at because carmax was not equipped to diagnose and fix those kinds of problems.[redacted] took the car to a dealer numerous times. The stuff they fixed never fixed the problems she told them it had. The car randomly doesn't do anything when pushing the starter button leaving her stranded. The transmission shakes the car from mild to shaking you out of the seat.When this happens the car will not accelerate making for dangerous conditions in traffic. [redacted] agreed to replace the clutch. This won't fix the problem. It only had 25000 miles on it. [redacted] has over 25000 of these clutches on back order. [redacted] says live with the shake.The last dealer told us the same thing. The  cars own system that emails you its condition says transmission shudder.The car still has all the original problems.I went with her to the last [redacted] dealer. I reported all the problems. The dealer refused to wtite down how I described the problems. Instead he said he had to put it in his own words so the problems were not accurately described and not fixed. They always fix stuff but car always remains in same condition that gets her stranded.It was in shop last time for a week. Got home and it wouldn't start. When I asked the dealer what about the shudder they said we never mentioned anything. about a shudder...lied. Brought car right back. They had it another week. Changed some parts said it was fixed. Said they ordered a clutch under [redacted] warranty would get it in 2 months. So now shes into two more weeks of rental car. Had to pay for parts that may or may not have been needed and all original problems persist. A year of randomly getting stranded and huge expenses related to getting stranded and repairs. I asked the last [redacted] dealer when picking up the car what it was worth on a trade in. Dealer said that model not worth much because all the transmission problems and issues they have. So  they new ftom the beginning about the problem.  Very agrivating. So when clutch comes in it will require another rental car at her expense. [redacted] no longer wants another car from carmax. She wants to return the car for s full refund. She wantsa refund for the warranty and gap insurance they sold her. Wants all they sold her refunded in full.email me for any communication related to this car. do not contact [redacted] as I am handling her complaint.Revdex.com email me instead of [redacted] email address. Feel free to ask questions.[redacted]

June 24, 2015
 
 
 
[redacted]
Better Business...

Bureau
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
Re:  Leslie [redacted]
 
[redacted]
 
Thank you for forwarding the complaint received in your
office from [redacted] regarding the
[redacted](the “Vehicle”) that
she purchased on or about
November 14, 2014 from the CarMax store located in [redacted] In this complaint, Ms. [redacted]
Is requesting that CarMax repair the Vehicle at no cost to
her.
 
As stated in the letter, Ms. [redacted] had a repair concern that
needed to be addressed. Ms. [redacted] has owned the Vehicle for about 7 months and
was outside of the 30 Day Limited Warranty. This is a repair that is not
covered by MaxCare, Extended service plan. As a gesture of goodwill, CarMax
offered to split the cost of the repair. The parts will be ordered and Ms. [redacted]
will be contacted to set up an appointment. Ms. [redacted] was satisfied with the proposed
resolution.
CarMax appreciates the opportunity to respond to this
complaint. Please call me at [redacted]
Extension [redacted], if you have any questions.
 
Sincerely,
[redacted]
[redacted]