CarMax , Inc.

August 28th, 2014
[redacted]...

[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 he purchased on or about June 3rd, 2011 from the CarMax of [redacted] (“CarMax”).  In his complaint, [redacted] shares his frustrations with the length of time taken to locate a specific part and have the Vehicle repaired.  In addition he shares his lack of confidence in the ability to locate that specific part and is requesting that CarMax return the Vehicle and refund all payments made since the purchase of the Vehicle.
Since receipt of this complaint, the Vehicle has been repaired.  As a gesture of goodwill, CarMax consumerized [redacted]’s deductible due to the length of time it took to get the Vehicle repaired.  CarMax is declining the settlement as set forth in the complaint.
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.
I did not accept the offer for a discounted rate to change my rear brakes and rotors because I feel that it should have been taken care of when I bought it in within the first thirty days of purchase.  When I picked up my vehicle this time, I smelled something burning under my hood and one of my tail lights was out.  How can you test drive a vehicle and not notice these things?  This store has to do better and I will never refer anyone else to this place.  I called and left a message on the voicemail because of course when I called at 5:0pm amazingly I got no answer, and I called several times.
Regards,
[redacted]

December 30, 2014
Roman"> 
[redacted]
Revdex.com
[redacted]
 
RE:  A[redacted] and [redacted]
        [redacted] VIN [redacted] (“the Vehicle”)
 
Dear Ms Mann,
 
Thank you for forwarding this complaint received in your office from [redacted] and [redacted] regarding the Vehicle purchased from CarMax of[redacted] (“CarMax”) on 07/23/2014.  [redacted] and [redacted] are requesting that CarMax forgive an outstanding debt and remove a report that displays on their credit bureau records.
 
This concern is being addressed by associates in the CarMax Credit and Collections department, who have tried to reach [redacted] and [redacted] on numerous occasions.  Any questions need to be addressed by calling CarMax Credit and Collections at *-[redacted].
 
CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaint. Please call me at ([redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

January
29, 2016
[redacted], Operations Supervisor
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: Jeremy [redacted]
VIN:  [redacted] 2012 [redacted] LEAF (the
“Vehicle”)
Dear Mrs.
[redacted],
            Thank you for forwarding the
complaint received in your office from Jeremy [redacted] regarding the Vehicle he
purchased from CarMax of Capital Boulevard, NC (“CarMax”) on January 12,
2016.  In his complaint, Mr. [redacted]
states that around January 24, financing was denied, and he was required to
return the Vehicle.  In his settlement,
Mr. [redacted] requests that CarMax return the Vehicle to him and reinstate the
original financing, or provide the wholesale value or his trade-in.
            Mr. [redacted] and his co-applicant
received initial financing through American Credit Acceptance (“ACA”).  Upon reviewing the application and potential intended
use of the vehicle, ACA denied financing. 
On or around January 26, CarMax worked with ACA to get approval for Mr.
[redacted] and his co-applicant.  ACA
approved financing for Mr. [redacted] and his co-applicant.  An additional lender also approved Mr.
[redacted] and his co-applicant.  Mr.
[redacted] and his co-applicant re-purchased the Vehicle on January 26, 2016.
            CarMax is delighted that assistance
could be provided to Mr. [redacted] in obtaining financing for his purchase.  If Mr. [redacted] has any further questions he
may contact me at 1-800-519-1511 ext. [redacted].
                                                    ...⇄
Sincerely,
Jennifer [redacted]
Analyst,
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.
CarMax was fully aware of issues with my vehicle, I first went to Service department, then to [redacted] then to Management, then to [redacted] page, then to support team, then to CEO email....And all the same responses...Your employees told me it was a fuel filter on two different visits while under warranty, I was led to believe that this was a normal noise and to relax. This was an intentional act to not repair an item, It should have been repaired under you 125 point safety check, which wasn't done correctly due to the fact that simple things on the checklist had to be repaired in your shop, ie; spark plugs and wire, windshield wiper blades, broken and missing parts inside vehicle, so before you go lying to the Revdex.com better have your facts in order.
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.
There was no offer made in the attempt to resolve the complaint. in regards to the offer to purchase my vehicle that was made to me in person for the amount of 13000 that  was rejected due to the amount of money I would have to come out of pocket to pay off the lien holder and the amount of money I have put in. I also asked for them to show proof there was no frame damage and still they haven't. As previously stated the car sold to me was sold to me under false pretences and it isn't fair that I was lied to by your salesman as well as your appraisers. I think my request was and is fair considering.
Regards,
[redacted]

Dear Mrs.
[redacted],
Thank you
for forwarding the complaint received in your office from [redacted]...

regarding
the Vehicle purchased from CarMax of [redacted] (“CarMax”) on February
23, 2016.  In the complaint, Ms. [redacted] states
that upon having the Vehicle’s oil changed, she was advised that the
transmission fluid, brake fluid and A.C. filter needed to be changed.  Ms. [redacted] requests that CarMax cover the
cost of a vehicle inspection and any needed service thereafter.
On or
around June 28, 2016, a manager spoke with Ms. [redacted] about the service
recommendations mentioned in this complaint. 
The manager also contacted the dealership which made the service
recommendations – in order to learn more about the Vehicle’s diagnosis. Based
on this discussion, CarMax agreed to replace the cabin filter at no charge to Ms.
[redacted].  In addition, CarMax agreed to complete
a fluid inspection on the Vehicle, and also arranged to have any needed work
completed at a location more convenient to Ms. [redacted].
As of July
8, 2016, CarMax has not seen or heard from Ms. [redacted], but encourages her to
contact the Southwest Freeway location to arrange a service appointment to
complete the agreed upon service and inspection.
CarMax
appreciates the opportunity to respond to this complaint.  If you have any additional questions or would
like to discuss this concern further, please contact me at [redacted] ext.
[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 sending this letter on behalf of my rejection of the offer from CarMax. I spoke to someone over the phone at [redacted]. They told me that the last time they check my was November 15, 2013. And that it did have a discharge from my Bankruptcy that why I was approve with them. The approve amount was 13,109.00 and the down payment was 0.00 down. Approval ID NO:[redacted] and their phone number is [redacted]. I did not do any financing with CarMax. CarMax failed to say that they made a mistake. It I would have finance a car with [redacted] voucher then I would be finance with [redacted] would be the lien holder. Their saleman gave me a Buyer Order not a contract. Since April 4, 2014, CarMax inconvenience me my repossession the without a note saying they made a mistake it cause me 50.00 a day to get to work the bus doesn't come in the location that I live in the bus do not run their the nearest bus stop is 8 miles away. It have been over 80 days so far and I have spend over 4,300 paying for a ride to get back and force to work. I'm sending you 2 pages of my [redacted] paper of work of approval at that time.
Regards,
[redacted]

Dear Sir/Madam:This is further to the above referenced consumer complaint. Thank
you for bringing [redacted] complaint to our attention and for the opportunity to respond.
[redacted] is questioning the amount of the late fees on her account and her
resulting account balance.[redacted] has a...

“simple interest” contract, and according to
[redacted] contact, she financed $25,813.88 for 60 months at an annual percentage
rate of 14.60% and a monthly payment amount of $612.41. The total dollar amount
of finance charges disclosed on [redacted] contract is $10,930.72. This dollar amount
represents the total amount of finance charges [redacted] would pay over the term
of the contract if she paid her monthly payment on its due date each month for
60 months. However, [redacted] poor account payment history has negatively
affected her account balance.Specifically, since origination 55 months ago, [redacted] has
paid past her due date 47 times. She has paid past her 15 day grace period 28
times. Per her contract dated November 10, 2011, paying past her 15 day grace
period has resulted in the charge of 28 late fees to her account. However, [redacted]
of these late fees was waived as a onetime courtesy. Another contributing
factor is a $15.00 NSF fee resulting from a returned payment. [redacted] payment
history and Contract are attached for her information and easy reference.This payment behavior can lead to late fees, additional finance
charges and a subsequent larger final payment. We have communicated the impact
of these behaviors in multiple ways:1. As it relates to the amount of the late fees, the Contract
[redacted] signed on November 10, 2011 contains the following language on pages 1
and 2,Page 1:Late Charges. If payment is not received in full within 15
days after it is due, you will pay a late charge that is the greater of $5 or
10% of the unpaid amount of the installment.Page 2:Late Charges. If payment is not received in full within 15
days after it is due, you will pay a late charge that is the greater of $5 or
10%, of the unpaid amount of the installment.In her complaint [redacted] is requesting that we credit her
account $1,150.00. Based on the information above, we cannot offer [redacted]
the relief that she seeks. However, if [redacted] is concerned about the amount
due at maturity, we recommend that [redacted] make her remaining payments on or
before the due date and to make additional payments over and above her regular
scheduled payment of $612.41 for the next four months until her maturity on November
25, 2016. Further, if she calls our Customer Service Team manager, Demetrius
T[redacted] at [redacted] at maturity, he can discuss extending the maturity date by two
months. It is important to note that interest will continue to accrue during
the extension period.We, again, thank you for bringing this matter to our attention
and affording us the opportunity to provide this explanation. If you have any further
questions or concerns, please feel free to contact me at [redacted] or by
email at [redacted].Sincerely,

On Wed, Jan 28, 2015 at 2:40 PM, [redacted] <[redacted]> wrote: Yes you can close my complaint thank you .

[redacted]
font-family: Calibri;">Revdex.com
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 the [redacted], VIN [redacted](the “Vehicle”) that he purchased on or about October 3, 2014  from the CarMax store located in [redacted]. [redacted] returned the Vehicle on or about October 7, 2014.  In his complaint, [redacted] is requesting a refund for additional costs incurred.
As stated in the complaint, [redacted] returned the Vehicle as per CarMax’s 5 Day Money Back Guarantee Policy.  The normal time to process a refund is 7-10 business days.  The refund check was processed and sent back to the Finance Company within four business days. As part of the normal accounting process, the refund check was made payable and sent to the Finance Company listed on the check.  Once the CarMax accounting department was notified that the check needed to go to a different Finance Company, the check was voided and reissued to the correct Finance Company on or about October 17, 2014.
CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.
Please call me at [redacted] extension[redacted], if you have any further 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]

November 22, 2016
[redacted], Operations [redacted]
face="Times New Roman, serif">720 Moorefield Park Drive, Suite 300
Richmond, VA 23226
RE: Ms. [redacted], VIN: [redacted] (“the Vehicle”)
Dear Mrs. [redacted],
Thank you for forwarding the complaint received in your office from [redacted] in regards to the Vehicle she purchased from CarMax of [redacted] on October 13, 2016.  In the complaint, Ms. [redacted] describes having difficulty scheduling an appointment in order to have the Vehicle’s gas door repaired and wheel alignment completed.  
According to CarMax records, Ms. [redacted] had an appointment scheduled for November 10, 2016 to have the gas door repaired.  On November 4, 2016, CarMax called Ms. [redacted] to confirm the appointment. During this conversation, Ms. [redacted] inquired about also having a wheel alignment completed during the November 10th appointment.  Ms. [redacted] was advised that CarMax did not have availability to complete a wheel alignment at that time, and offered to reschedule the appointment for a time that both the gas door repair and wheel alignment could be completed during the same day. Ms. [redacted] declined to reschedule the appointment.
Following this conversation, Ms. [redacted] called CarMax’s Customer Relations Department in regards to scheduling an appointment for the aforementioned items.  Between the dates of November 4 and November 11, 2016, CarMax’s Customer Relations Department worked with Ms. [redacted] in order to schedule an appointment that was convenient for her.  CarMax records show that the most recent contact with Ms. [redacted] was a voice message left on November 15, 2016 to confirm a November 28th appointment which was arranged by CarMax’s Customer Relations Department.  In this voice message, CarMax advised Ms. [redacted] to please call if this appointment was no longer convenient and she would like to reschedule.  As of November 21, 2016, CarMax has not received a return phone call from Ms. [redacted].
CarMax appreciates the opportunity to respond to this complaint and looks forward to the opportunity to complete the needed repairs on the Vehicle.  If Ms. [redacted] has any additional questions or would like to discuss this concern further, she may contact me at [redacted] ext. [redacted] or CarMax’s Service Department directly at 301-782-2942.
Sincerely,
Jennifer L[redacted]
Analyst, CarMax Customer Relations

[redacted]
Better...

Business Bureau
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
Re: [redacted]
 
Dear Mrs. [redacted],
 
Thank you for forwarding the complaint received in your office from Mr. Lyle [redacted] regarding the
[redacted] [redacted], VIN [redacted](the “Vehicle”) that he purchased on or about
December 6, 2014 from the CarMax store located in [redacted], California.  In this complaint
Mr. [redacted] is requesting new brakes, tires, an alignment, and to have other issues inspected thoroughly.
 
Mr. [redacted] contacted CarMax in regard to certain concerns that he had about the Vehicle. At that time, CarMax invited Mr. [redacted] to bring the Vehicle in to be inspected. After inspecting the Vehicle, CarMax found that several of Mr. [redacted]’s concerns met CarMax standards.  As a gesture of goodwill, CarMax replaced the tires, completed an alignment and inspected the brakes at no cost to Mr. [redacted].  
 
CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted] extension [redacted] if you have any questions
 
Sincerely,
 
 
 
[redacted]
Analyst, Customer Relations

Roman';">                                  ...⇄ March 20, 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 January 27, 2014 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of Bakersfield, CA.  In his complaint, [redacted] is requesting CarMax to reimburse $[redacted] for his brake repair. 
CarMax of Bakersfield contacted [redacted] on March 13th and discussed the issues he had with his brakes. After reviewing all the information CarMax agreed to reimburse [redacted] for his brake repair.  [redacted], Operations Manager informed [redacted] to send his receipt to him for the work performed and it would take up to 14 business days for his reimbursement check.
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

May 27, 2015
[redacted], Operations...

Supervisor
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 Ms. [redacted] regarding
her purchase of the Vehicle from CarMax of Tinley Park, IL (“CarMax”) on July 1st,
2014.
             In her complaint, Ms. [redacted] stated that
repairs were completed on the oil pan and engine of the Vehicle. Both of these
repairs were covered under the extended service plan that Ms. [redacted] purchased
at the time of sale. CarMax has not serviced the Vehicle since August 15th,
2014.
CarMax received no
further communication with Ms. [redacted] until May 4th, 2015 when she
contacted CarMax Customer Relations regarding the repairs. Ms. [redacted]
requested a return due to the Vehicle being unreliable. CarMax completed an
appraisal on the Vehicle May 23rd, 2015 in the amount of $23,000.00
which expired on May 30th, 2015. CarMax will gladly reappraise the
Vehicle again to provide Ms. [redacted] with an option to sell the Vehicle.
            If
Ms. [redacted] has further repair concerns with the Vehicle, her extended service
plan is valid up until July 1st, 2019, or 100,000 miles on the
odometer, whichever comes first.
Ms. [redacted] may contact
me at [redacted], ext. [redacted], with any other questions. Thank you kindly for
giving CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

March 27, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding...

the complaint dated February 27, 2015 regarding the Vehicle purchased from the CarMax store located in Burbank, California on or about May 9, 2014.  Mr. [redacted] requested in the desired settlement for CarMax to replace the Vehicle’s tires at no cost.Mr. [redacted] mentioned in the complaint that he requested to have the Vehicle’s tires replaced at the time of purchase.  However, he stated that CarMax declined his request due to the tires meeting CarMax’s tire standards of a 4/32” or above.According to the complaint, the Vehicle was recently taken to a reputable tire shop to address a tire pressure concern and was advised that all four tires needed to be replaced.Due to the tires meeting CarMax’s standards at the time of purchase, CarMax is declining Mr. [redacted]’s request to replace his tires at no cost.  However, CarMax would like to extend the offer to replace Mr. [redacted]’s tires at CarMax’s cost as a gesture of goodwill.Mr. [redacted] can also schedule an appointment with CarMax or any ASE certified mechanic to diagnose and repair the DVD player concern, and encourages Mr. [redacted] to refer to the terms of his Extended Service Plan for more details surrounding the coverage of this repair.CarMax appreciates the opportunity to respond and 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]Analyst, Executive Response Team

February 21, 2014
 
[redacted]                               
720 Moorefield Park Drive, Suite...

300
[redacted]
 
Re: [redacted]
 
Dear [redacted]:
 
I am writing you in response to your letter dated February 7, 2014, wherein you forwarded a complaint from [redacted].  [redacted] requested in the desired settlement for CarMax to either issue her a partial refund or extend the mileage on her Extended Service Plan.
 
[redacted] purchased a [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about March 1, 2012.  [redacted] called CarMax to inquire about the Extended Service Plan on her Vehicle.  CarMax reviewed [redacted] contract with her and advised her that according to the signed paperwork, CarMax’s Extended Service Plan states the following:
 
·         This Service Contract begins on the Purchase Date (See Key Terms) and at the Current Odometer Reading stated in Section 1 of the Information Schedule.  This Service Contact ends when the Months [72] from the Purchase Date is reached or when the Expiration Miles [150,000] are registered on the odometer, whichever occurs first.
 
This contract was signed and dated by [redacted] on or about February 29, 2012.
 
Due to [redacted] being made fully aware of the terms and conditions of her Extended Service Plan prior to purchase, CarMax is declining [redacted] request for reimbursement.  Furthermore, CarMax is not able to extend the mileage on the Extended Service Plan.
 
CarMax appreciates the opportunity to respond to this complaint and apologizes for any inconvenience [redacted] may have experienced.
 
Please contact me at [redacted] extension [redacted] with any questions you may have.
 
Sincerely,
 
[redacted]                     
[redacted] Executive Response Team

June 30, 2015
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
[redacted]
Dear [redacted]
            Thank
you for forwarding the complaint received in your office from Ms. [redacted]
regarding her sale of the Vehicle to CarMax of [redacted](“CarMax”) on November
14th, 2012.
In her complaint, Ms.
[redacted] referenced concerns with the registration of the Vehicle and toll
charges incurred after the sale.
The state of [redacted] requires residents to complete a transfer of ownership form to relinquish
responsibility on any sold vehicle. A review of local tag office records
indicates that Ms. [redacted] completed this on June 23rd, 2015
after 2 ½ years of ownership. This releases her of any liability related to the
Vehicle going forward.
As a gesture of goodwill,
CarMax will refund Ms. [redacted] the $10.00 charge incurred as she put a hold
on her tag transfer.
            Thank
you kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]

9">                                     ...⇄ February 10, 2015
 
Via Electronic Mail
 
[redacted]
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 April 9, 2013, Ms. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”) at the CarMax of Hartford, CT. In her complaint, Ms. [redacted] is requesting to exchange the Vehicle.
 
Ms. [redacted] stated that she was frustrated with her vehicle repairs.  CarMax called Ms. [redacted] and scheduled an appointment on Thursday, February 5th to address her concerns.  Ms. [redacted] spoke with the Service Manager [redacted]. He addressed all of her questions and she decided that her best opinion was to have the Vehicle appraised.
 
Ms. [redacted] scheduled an appointment on Saturday, February 7th for the appraisal offer.  She was happy with the offer and decided at this time not to proceed.  Ms. [redacted]’s offer is valid for seven days.
 
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