CarMax , Inc.

[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

[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]

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

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

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

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

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]

[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]

[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 to my satisfaction and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
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

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

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

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 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.This is an unacceptable “resolution” to the issues I have been having with the vehicle since purchase in February. Since, the first problem with the rear main seal leaking, which I found within 3 days of purchase, this vehicle has been a problem CarMax refuses to take responsibility for.As to the response, “CarMax spoke to Ms. [redacted] on several different occasions about a no-start concern on the vehicle. CarMax was unable to duplicate the concern on June 26th, 2015. CarMax has not had the opportunity to diagnose any additional repairs with the Vehicle since that time.” I have taken the vehicle to CarMax for evaluation several times. Most in which, they have refused to examine the problems. I call the managers to make appointments and I receive no call back.The fourth time the carwould not start I took it to an [redacted] dealer who did find the problem and fix the problem. During this time I have taken the car back to CarMax twice and called several times to ask them to help me with the problems. I have attached the repair receipt (Document name: “8_11_15 repair receipt.pdf) where is clearly states, “Customer states the vehicle won’t start. Check and found the vehicle with low battery charge. Needed to be jumped to get started. Check battery and found faulty. Found aftermarket battery installed. Installed new battery and battery adaptations.” Since, the dealer installed the correct [redacted] battery into the vehicle AND programmed the battery properly the vehicle has started consistently.Also, please note, on 8/11/15 I was faxed a copy of the vehicle service history. On it, the history states that the battery was replaced because it was faulty and would not start the car or hold a charge. Please see the section dated 2/11/15 in attachment (Document name: “Repair History.pdf”) Therefore, the problems with the vehicle not starting was an issue BEFORE I purchased the car. The [redacted] dealer found the problem that CarMax refused to take care of and claimed to not be able to find. This was a very costly and time consuming process that I had to take time off work to deal with and paid for out of my pocket.As to the response “CarMax replaced the battery in the reconditioning process prior to Ms. [redacted] purchase, and the part was installed with a warranty extended by the vendor CarMax used to purchase the part. As was communicated to Ms. [redacted] on August 11th, 2015, CarMax will continue to honor any remaining concerns with the warranty which accompanies any completed repair. Ms. [redacted] may also utilize her ESP for any additional or new service concerns which may arise.” I‘ve had to take the vehicle to CarMax on several occasions, the last for the battery problems. CarMax refuse to examine the problem until I called the corporate office and offered to sell the car back to them.This has been a very frustrating and costly vehicle purchase process in which CarMax’s customer service is lacking. It is also, frustrating that CarMax would not see all of the problems listed and not take the time to come to an equitable solution. Instead, as usual, CarMax has decided to do nothing but give poor customer service in response to the lack of thorough vehicle inspection they claim to executed before selling vehicles to unsuspecting consumers. I urge CarMax to reevaluate the situation and come up with an equitable solution. 
Regards,
[redacted]

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!

Roman';">                                  ...⇄ February, 24, 2014
Via Electronic Mail
<st1:place w:st="on">[redacted] Operations Supervisor
Revdex.com
<st1:street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive, Suite 300
<st1:place w:st="on"><st1:city w:st="on">Richmond, <st1:state w:st="on">Virginia <st1:postalcode w:st="on">23236
Re:  [redacted]
Dear [redacted]:
     I am writing in response to your letter which forwarded the complaint of [redacted].
     On February 8, 2014 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”) from CarMax in <st1:place w:st="on"><st1:city w:st="on">Ontario, <st1:state w:st="on">California.
     [redacted] felt strongly that his purchase was to come with a DVD accessory.  The window sticker did not show a DVD accessory as an option on the vehicle.  [redacted] states in his desire settlement he would like either the dual screen, or a check equal to the amount he would need to pay to have it installed.  As stated on the window sticker, the vehicle does not come with a DVD accessory.  Management could see how important this option was to [redacted] and offered to return his vehicle and find another one with this option.  [redacted] declined to return purchase.  
     CarMax does decline the request of installing a DVD accessory in vehicle purchased.
     Please contact me at [redacted], extension [redacted] with any questions you may have.  Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
Sr. Analyst Customer Relations

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]

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]