CarMax , Inc.

June 11, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
Thank you for forwarding the complaint10649045 received in
your office from [redacted] regarding the [redacted] that was purchased on or about April 11, 2012 at the CarMax
store located in [redacted] (“CarMax”).  At the time of sale Mr. [redacted] did purchase the
MaxCare Extended Service Plan (“MaxCare”) good for 72 months or 125,000 miles
whichever occurs first.  In this
complaint Mr. [redacted] is requesting for CarMax to fix the Vehicle and refund the
diagnosis charge.
According to our records, Mr. [redacted] contacted CarMax with
concerns of a check engine light on.  CarMax scheduled an appointment for service on
or about June 1, 2015.  CarMax informed
Mr. [redacted] that we could diagnose the Vehicle, but we may not be able to find
anything if the Vehicle didn’t store any codes and the check engine light was
no longer on.  CarMax encouraged Mr. Mold
to continue to drive the Vehicle until the light came back on so that we did
not have to charge him a diagnosis fee.  
Mr. [redacted] noted concerns that the light blinked one time, so CarMax then
offered to take a look at the Vehicle. 
At that time, CarMax explained that MaxCare would not cover the
diagnostic fee unless there was a failed and covered component.  Mr. [redacted] authorized the diagnosis of the
Vehicle.  CarMax was able to pull code
P0300 for multiple misfires, but it was not specific to any cylinder.  CarMax was unable to duplicate the cause of
the misfires as they were not active.  
Mr. [redacted] paid a discounted diagnosis charge of $80.50.  With tax included, Mr. [redacted] paid a total of
$84.61. 
CarMax is declining the settlement request as set forth in
the complaint.  There is no known failed
component to repair as of June 1, 2015. 
However, if the check engine light comes on in the next 30 days for a
misfire with same code and CarMax can duplicate a problem, then we will offer a
reimbursement of the diagnosis fee paid.
CarMax appreciates the opportunity to respond to this
complaint. 
[redacted]
 
[redacted]
 
[redacted]

October 3, 2016
 
[redacted],
Operations...

[redacted]                               
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: Ms. [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated September 16, 2016 regarding
the Vehicle purchased from the CarMax store located in Roseville, CA (“CarMax”)
on or about April 18, 2014.
 
In the complaint, Ms. [redacted] shares that when she purchased the
Vehicle from CarMax she was informed that she could refinance after a year and
a half of making her payments on time. However, when Ms. [redacted] went to
refinance the Vehicle, she shared that she was denied approval (by multiple
companies) due to the Vehicle being over 7 years old. Ms. [redacted] is requesting
that CarMax Auto Finance refinance her current loan at a lower rate or she
would like CarMax to pay off her current loan and find another vehicle with a
lower monthly payment/interest rate.
 
Ms. [redacted]’ finance rate and her ability to refinance the Vehicle’s
loan is heavily influenced by factors other than the age of the vehicle, this
could include personal credit history and application information - in which CarMax
has no control over. In addition, while the vehicle’s age and mileage are taken
into consideration, it’s CarMax’s understanding that the decisions to approve
the refinancing of a car loan is solely that of the financial institution(s) in
question. Therefore, CarMax is unable to speak on behalf of specific financial
institutions regarding their refinancing transactions.
 
Additionally, CarMax Auto Finance does not have the ability to
refinance loans, whether the original loan is through them or another finance
company.  
 
Based on the above, CarMax is unwilling to provide Ms. [redacted] with
the resolution that she seeks. However, if Ms. [redacted] would like to sell the
Vehicle to CarMax and finance another vehicle, she is welcome to bring it by
the CarMax nearest her to have it appraised and run a new finance application
on a different vehicle.
 
 
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

July 7, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
Thank you for forwarding the complaint [redacted] received in
your office from Ms. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about February 22, 2014 from the
CarMax store located in [redacted] (“CarMax”).  In this complaint, Ms. [redacted] is requesting to
refinance her auto loan and to be reimbursed for her Extended Service Plan
(“MaxCare”).
CarMax apologizes for any misunderstanding in reference to
refinancing options through our in-house finance companies. The terms of the
contract are indicated in the Retail Installment Contract signed at the time of
purchase. 
The MaxCare plan is administered by [redacted] and
they can be reached directly at [redacted] 
If Ms. [redacted] wishes to cancel the plan, she can contact Christine
Gupta, Business Office Manager at 281-481-4299 extension 6000 for assistance
with completing that request.
CarMax considers the settlement request as set forth in the
complaint resolved.
CarMax appreciates the opportunity to respond to this
complaint. 
 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
 
 
[redacted]

2 May 2014
[redacted]...

[redacted]
Revdex.com
[redacted]
[redacted]  [redacted]
Re:      [redacted], Complaint #[redacted]
            [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] concerning her recent experience.  As she relates, the Vehicle had been sublet to another facility for repair.  While at the other facility, the Vehicle was stolen and subsequently declared a total loss upon its recovery. 
In addition to [redacted] auto insurance carrier covering the total loss claim, CarMax provided the use of loaner vehicle for a period of time, reimbursements of unused portions of MaxCare and GAP waiver agreements, and has agreed to pay [redacted] the insurance deductible related to her insurance claim for her loss.
CarMax is sorry that [redacted] has had to go through such an ordeal.  Thank you for forwarding her correspondence and providing CarMax the opportunity to respond.
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.
Carmax said the fuel light was not on but that was fabricated. I payed to have car fixed but they didn't and within a few days later had to pay [redacted] in [redacted] to do the repairs that carmax was suppose to do. That was expensive but they did the job correctly that carmax failed to do and [redacted] mechanics also stated that the oil had not been changed regularly as carmax was suppose to check and never did. I have more complaints about other services that carmax was paid to do this past year and according to [redacted] expert mechanics was never done. Those will be added to the claim. Also, yes, carmax did send someone out to put the doughnut houre on the car to drive it back thirty miles to carmax, however it blew out two blocks from the house. Next of all, it wasn't suppose to be a doughnut hole tire because when we bought the car, the sales person told us there was a full size rim and tire under the car and being that only a professional mechanic could unleash it from the bottom of the car, we never found about it until we tried to drive the car home from carmax with a flat. I now have the further documentation from [redacted] supporting my claim that carmax was charging for services that weren't taken care of and now asking for $1000.00 restoration.
Regards,
[redacted]

July 2, 2015
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
class="MsoNormal">[redacted]
Thank you for forwarding the complaint received in your
office regarding the [redacted]
[redacted](the “Vehicle”) that he purchased on or
about February 21, 2015 from the CarMax store located in [redacted] 
 
As stated in the complaint, Mr. [redacted] had concerns regarding
the color of the passenger right rear door. He stated that the color of the
door appeared to be darker than the rest of the Vehicle.  On or about June 25, 2015 the [redacted] at CarMax met with Mr. [redacted], looked at the Vehicle and determined that
the rear passenger side door needs to be repainted. Mr. [redacted] was asked to drop
the Vehicle off. He was given a loaner vehicle to drive while his Vehicle is
being repaired.
 
CarMax regrets any inconvenience that this may have caused
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]
[redacted]

February 20, 2014
 
[redacted]                               
[redacted]...

[redacted]
[redacted] 
Re: [redacted] 
Dear [redacted]:
 
I am writing you in response to your letter dated February 10, 2014, wherein you forwarded a complaint from [redacted].  [redacted] requested in the desired settlement for CarMax to repair the rocker on his Vehicle at no cost and refund him the remaining amount of his Extended Service Plan.
 
[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about January 24, 2014.  [redacted] brought the Vehicle to the Service Department to inquire on a rocker concern on or about February 10, 2014.  CarMax inspected the Vehicle and concluded that the damages found were done after the original purchase date.
 
Due to the damage being done to the Vehicle after purchase, CarMax is declining [redacted] request to repair the Vehicle.  However, CarMax will reimburse [redacted] a prorated amount for the remaining cost of his Extended Service Plan.  [redacted] will need to contact the Business Office at [redacted] extension [redacted] in order to submit this request.
 
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]
[redacted]

Roman';">                                  ...⇄ March 18, 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 September 10, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of North Attleborough, MA.  In her complaint, [redacted] is requesting CarMax to repair or replace brake rotors, pads and shock absorbers. 
CarMax of North Attleborough contacted [redacted] on March 6th and set up an appointment on March 13th at 8:45am to address her concerns.  CarMax of North Attleborough inspected the Vehicle and found uneven wear on the front brake pads. CarMax will repair [redacted] brakes and rotors at no charge to her.  The leaking strut seems to be normal wear and tear so [redacted] will be repairing them herself.  [redacted] also had a nail in her tire, which CarMax offered to replace at cost.
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext [redacted].
                                   
Sincerely,
[redacted]
Customer Relations Analyst

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
CarMax indicated in their response that information regarding the bankdraft was "presented to [redacted] at the time she was selling the vehicle".  As I stated in my original complaint, neither of the two employees I spoke with at CarMax explained that the check could not be cashed.  I did not receive any paperwork or sign anything suggesting that the check could not be cashed.  Service personnel working at CarMax should be trained in terminology to use during the sales process, and provide explanation so that customers do not misunderstand advertising.  CarMax is presenting false advertising by allowing their personnel to tell customers they can "walk out with a check" (as I was told by the salesman), as what is given to the customer is clearly not a check at all.  All personnel should be honest with their customers and explain the process before encouraging them to sign over their vehicle. 
CarMax's canned response and their offer to speak with someone at CarMax does not resolve the issue at all.  Policies and wording needs to be changed.  Personnel needs to be honest with their customers.  I will continue to pursue this until the issue has been resolved.
Regards,
[redacted]

April 6, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]  Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]: Thank you for forwarding the...

complaint dated March 11, 2015 regarding the Vehicle purchased from the CarMax store located in Albuquerque, New Mexico (“CarMax”) on or about February 28, 2015.  Ms. [redacted] requested in the desired settlement for CarMax to replace the Vehicle’s rear rotors and brake pads under the terms of CarMax’s 30-Day Limited Warranty.  Ms. [redacted] brought the Vehicle to CarMax on or about March 10, 2015 to inquire about multiple concerns including a tire noise.  A CarMax manager and technician test drove the Vehicle to diagnose the concern.  However, the noise concern did not present itself at the time of inspection.  CarMax also completed a rear brake inspection on the Vehicle and found that both the rotors and brake pads were well above discard thickness.CarMax invites Ms. [redacted] to contact the Service Department at [redacted] if she would like to schedule a follow-up appointment to re-address any outstanding concerns under the terms of 30-Day Limited Warranty.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

I spoke to [redacted] today, 04/06/15, and we both agreed that there is not anything a service manager can do for me at this point. I tried to contact the service manager multiple times when the issues with the vehicle were happening. I have no need now as I have already paid out of pocket for the numerous repairs. The point of the complaint is that I was sold a vehicle that was not safe to drive. No vehicle should lose power while you are driving on the interstate with your children. I was guaranteed that it passed a vigorous inspection prior to my purchase and I strongly disagree!

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 did receive a mail refund for the downpayment. I am still asking to be compensated for my time and a "forced" cab ride back home. I came into the dealership to return their vehicle per their 5 day policy and wanted to purchase a another vehicle from the dealership that better suited my needs. At that time I found out there was a hiccup with my financing. I had ZERO knowledge of this prior to coming to the dealership to return CAR A and buy another vehicle. 
I will settle with the reimbursement of my cab ridge since this was an unforeseen expense and a total surprise to me. Please pass this information on. The car was returned at the [redacted] location but purchased at the [redacted].
Thank you! 
Regards,
[redacted]

January 23,2015
 
[redacted]
Revdex.com
[redacted]
Richmond, VA23236
 
RE:  [redacted]
        2003 [redacted] VIN [redacted]  (“the Vehicle”)
 
Dear Ms [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted], Maryland (“CarMax”) on 2/14/2012  Ms [redacted] is requesting that CarMax replace her vehicle.
 
 
CarMax appreciates the opportunity to respond to this complaint.  On or about 1/16/2015, Ms [redacted] spoke with [redacted], [redacted] Service Manager. Ms [redacted] stated she will bring her vehicle for appraisal and possible trade on another vehicle sometime in the next couple of weeks. CarMax is looking forward to assisting Ms [redacted] when she returns. Please call me at [redacted], extension [redacted], if you have any questions.
 
 
Sincerely,
 
[redacted]
CarMax Customer Relations

[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]

Roman';">                                  ...⇄ September 19, 2014
Via Electronic Mail
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
[redacted]
Dear [redacted]
I am writing in response to your letter which forwarded the complaint of [redacted] On November 1, 2013, [redacted] purchased a [redacted] (the “Vehicle”), at the CarMax of [redacted].  In his complaint, [redacted] is requesting that CarMax replace his damaged tire and install.
According to CarMax’s records, the Vehicle was serviced at the CarMax of [redacted] for an oil change and wheel alignment on August 18, 2014.  After the service was complete, [redacted] called CarMax and stated that her low tire pressure indicator light had come on.  [redacted] stated that his wife was told that was normal after service. On August 23, 2014 [redacted]’s wife had a blow out on the rear passenger tire.
[redacted] spoke to [redacted] about the blow out and let him know that there is no way that he could determine what caused the blow out.  [redacted] noted that two tires were worn almost to the point of needing replacement.  Due to the concern that another tire on the Vehicle might suffer the same failure, the [redacted] suggested replacing both tires, and as gesture of good will, was willing to perform the work at a reduced cost. CarMax declines [redacted]’s request as set forth in his complaint.  However, CarMax is still willing to provide two tires at a discount. 
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted]
                                   
Sincerely,
[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 details of why you are not satisfied with this resolution.]
Regards,
[redacted] CarMax, lost my key and flob (keyless entry). I started a Revdex.com Complaint at that time, claim # [redacted]. They did not follow through with our agreement. I have been calling them for 3 weeks but they are not returning my calls at all. When they lost my key, they did give me a loaner car. When they gave me a horrible offer, I asked them to fix my driver side power window to make up for their horrible service. They did agree to fix my window. So I thought it was going to be worth the waste of time. 2.5 weeks later they called me to tell me that the car was ready to pick up. I showed up and found that they did not fix the main issue at the beginning. They did not fix my key situation. They made it worse by doing a quick and cheap fix. They handed me three keys! Instead of taking my car to a [redacted] Dealership to have my key cut with the chip and program my keyless entry. They decided to replace my ignition, and the key holes in my doors, and trunk. One key works the locks and 2 keys for my ignition. That is not what was agreed at the beginning and I expressed my concern to the gentleman that gave me the keys. He called me a liar, basically saying they did not lose the flob (keyless entry) but only the key and that I had the keyless entry button. I told him that they lost it and he would forward this to a manager and I will be contacted. I was never contacted and have been calling for 3 weeks straight. I have emailed and left a message to the HQ website. Nothing has been done. This business did nothing but lose my keys , changed the locks, and gave me two keys for two different things. I gave them my key attached to the flob, the day I walked in. Now my car is worth less and I want them to give me a check to fix the key issue. Because I will never step foot in any other CarMax. I want the cost to take my car to a [redacted] Dealership to get ONE key to work ALL the locks and my keyless entry! I walked in with that, I should have walked out of there with that! Please help me Not only did they screw my keys up, they made my car worth less now! I am selling my car privately now, and I have to explain why I have two different keys like my car was made in the 70's! I have called them every day for three weeks But it took 2.5 weeks to finish the jobI will be getting an estimate from a [redacted] Dealership, that will get me a key that works for all locks, my ignition, and my keyless entry. Then I expect CarMax to send me a check to get it fixed.

May 4, 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 Mrs. [redacted]:
I am writing in response to your letter dated April 18, 2016 wherein you forwarded a complaint from Mrs. [redacted], regarding the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”) on or about February 25, 2016.  Due to an ongoing leaking concern, Mrs. [redacted] requested in the desired settlement for CarMax to take full return of the Vehicle.
Mrs. [redacted] has been in communication with CarMax’s Customer Relations and Service Management Teams regarding this matter.  As of April 28, 2016, CarMax has repaired the leaking concern at no cost to Mrs. [redacted].
CarMax’s Customer Relations Team later contacted Mrs. [redacted] on or about May 3, 2016 to follow up on the status of the repairs and was advised that the leaking concern has been resolved.  Should Mrs. [redacted] have any additional questions or concerns regarding the mechanical quality of the Vehicle, she is welcome to contact CarMax’s Service Department directly at (951)324-5080 ext. *.
CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.
Please contact me at (855)562-4935 extension [redacted] with any questions you may have.
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team

9">                                     ...⇄ February 6, 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]y. On May 2, 2010, Mr. [redacted]’s father) purchased a 2007 [redacted], VIN [redacted] (the “Vehicle”) at the CarMax of [redacted], CA.  In his complaint, Mr. [redacted] is requesting that his refund for Extended Service Policy (“ESP”) be cancelled as of July 15, 2013.
 
On or about January 22, 2015, Mr. [redacted] did reach out to CarMax about the cancellation of the ESP and the actual date on which he sold the Vehicle.  Mr. [redacted] did not originally purchase the Vehicle and was unaware of the return policy of the ESP.  Mr. [redacted] did received a partial refund of $405.92 for the cancellation of January 22, 2015.  As a gesture of goodwill, CarMax is refunding the difference between the actual date of cancellation and the date on which Mr. [redacted] sold the Vehicle.
 
CarMax appreciates the opportunity to respond to this complaint and believes this matter to be fully resolved at this time. If you have any questions, please call me at [redacted], ext [redacted].
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

December 18, 2014
Roman"> 
[redacted]
Revdex.com
[redacted]
[redacted]
 
RE:  J[redacted]
        [redacted]   (“the Vehicle”)
 
Dear [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted](“CarMax”) on 07/09/2012.  [redacted] is requesting a refund on her Extended Service Plan.
 
The Vehicle was totaled in an accident on or about 8/28/2014. [redacted] did not inform [redacted] of this accident in a timely manner, causing the Vehicle loan to go into repossession status. Once the Vehicle was in repossession status, [redacted] cancelled the Extended Service Plan contract. Both [redacted] and CarMax have unsuccessfully attempted to contact [redacted] to address this concern. CarMax will continue to keep [redacted] informed of any information we are able to gather on her behalf.
 
CarMax appreciates the opportunity to respond to this complaint. CarMax is still working to assist [redacted] with a resolution, but the finance company and insurance company are responsible for the outcome. Please call me at ([redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

...

                                      March
13, 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 Amber
[redacted]. In her complaint, Ms. [redacted] is requesting that Carmax close an
open loan with [redacted] and refund the amount that her loan allegedly
increased through another finance company.
 
Ms.
[redacted] did attempt to purchase two different vehicles from CarMax.  There were some issues with the on-line hold
and the transfer not being completed. 
Ms. [redacted]’s transfer fee was returned to her.  As Ms. [redacted] never purchased a vehicle
from CarMax; there would be no open [redacted] loan.
 
CarMax
is sorry for the inconvenience that Ms. [redacted] experienced. There is
nothing additional CarMax will be able to do at this time.  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