CarMax , Inc.

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

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]

[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]

August 18, 2016
*
[redacted]     
720...

Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: [redacted]
Complaint ID: [redacted]
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated August 6, 2016 regarding
the vehicle purchased from the CarMax store located in Tampa, Florida or
Orlando, Florida.
 
In the complaint, Ms. [redacted] describes mechanical issues with
the vehicle, as well as difficulty purchasing another car. She requests no
settlement and states that she submitted her letter for informational purposes
only.
 
CarMax recently worked directly with the owner of the vehicle to
address the current mechanical concerns, but would be happy to reconnect with
him or her, per their request.
 
 
CarMax appreciates the opportunity to respond to this complaint.
 
Please contact me at [redacted] extension [redacted],
with any questions you may have.
Sincerely,
Kristina S[redacted]

[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 contacted the business office of the CarMax in Davie, Fl and was informed that the refund for Maxcare would be $1900.00 which I find acceptable. I will also fax the repair invoice to the person listed at the fax number listed. 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 or the refund for the MaxCare comes in lower than $1900.00 I can get back to you at: [redacted].
Regards,
[redacted]

May 22, 2015
Roman","serif"">[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE: [redacted]
[redacted]
Dear [redacted],
            Thank
you for forwarding the complaint received in your office from Mr. [redacted]
regarding his purchase of the Vehicle from CarMax of [redacted] (“CarMax”)
on June 1st, 2015.
In his complaint, Mr.
[redacted] referenced concerns with excessive delays on his purchase and repair of
the Vehicle.
Mr. [redacted] informed the
service department of warning light sensors present in the Vehicle on June 3rd,
2015. At that time, Mr. [redacted] brought the Vehicle to CarMax for service.
CarMax diagnosed that an airbag sensor needed replacement on the Vehicle which
is a safety concern. A specific part was required to properly address the
concern. CarMax ordered the replacement and explained to Mr. [redacted] the part required
shipment from Germany and could take as long as two weeks.
In an effort of
customer service, CarMax offered Mr. [redacted] a loaner vehicle during the wait
for this replacement part. He declined this offer. Mr. [redacted] requested the
vehicle he traded in during the transaction and his original down payment
returned to him due to the time necessary for the part to arrive. Mr. [redacted]
elected to exercise his 5-day return for the Vehicle and informed CarMax he
would be going to a different dealership to purchase a different vehicle.
If Mr.
[redacted] has any further questions on this transaction, he can reach me directly
at [redacted], ext. [redacted].
Thank you
kindly for providing CarMax the opportunity to respond to this matter. 
Sincerely,
[redacted]
[redacted]

March 27, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MRS. [redacted]
[redacted]
Dear Mrs. [redacted],
Thank you
for forwarding the additional message in response to the complaint [redacted]
received in your office from
Mrs. [redacted] regarding
the previously referenced Vehicle.  In
this message, Mrs. [redacted] requests CarMax finalize the agreed upon reimbursement
and finish all business with CarMax.
CarMax has
been in contact with Mr. [redacted], the Vehicle Co-Buyer, since on or
about March 16, 2015 in reference to the complaint.  [redacted], Location General Manager
presented two options for resolution to Mr. [redacted] on or about March 17,
2015.  Mr. [redacted] advised he wanted to accept
the offer of reimbursement for the missing option on or about March 20,
2015.  Per his conversation with [redacted],
the reimbursement will be processed after CarMax obtains signatures from Mr.
and Mrs. [redacted] on resolution documents from our legal department.  Chris will be reaching out to Mr. [redacted] once
he has those documents and the transaction will be completed at that time.  Chris can be contacted directly at
859-264-7801 ext. 3000.
CarMax
appreciates the opportunity to respond to this complaint. 
Please call
me at [redacted] extension [redacted] if there are any further questions.
 
 
 
Sincerely,
 
[redacted]
Analyst, Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am insulted by this response.  There is no ownership of the issues the car had or the lack of customer service I received.  Since they refuse to extend the warranty, I guess there is nothing that I can do.  I do anticipate that you will see more complaints (if you have not already) regarding CarMax and their garbage business practices.
Regards,[redacted]

April 15, 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 March 21, 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 Laurel, Maryland (“CarMax”) on or about September 26, 2013.
[redacted] mentioned in the complaint that the Vehicle has been serviced several times since the date of purchase, including an issue with a tapping noise coming from the air conditioner. CarMax’s records indicate that [redacted] scheduled a service appointment to address this concern on or about January 23, 2014. However, [redacted] canceled this appointment prior to the service date.
CarMax encourages [redacted] to contact [redacted] in the Service Department at [redacted] in order to address her concern.
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.I never spoke to anyone at Car Max named Mr Kamala W[redacted] and told this person I was satisfied with the repairs of car. I actually spoke with the service department in regards to my concerns several times and the concerns were never addressed. I was told I would be contacted by the service manager and never received a response to my complaint.  I told the service department several times I was unhappy with the repairs and the fact the car had to be continued to be returned to the service department for major repairs over 5 times and I was not able to drive the car for several weeks and concerned about the fact the car was supposed to pass a 20 point inspection but has continued to have service repair issues. I told the service department the car should have not been on lot due to the amount of repairs is had to go through. The car is still in terrible condition and in need of repairs. Therefor, I did not want to the car and continue to have to bring the car to the service department for repairs the at my expense due to the service department stating to me the warranty was up on car and I would have to pay out of pocket for any further repairs. I still am asking CAr Max to take the car back and offer a transfer to another vehicle or return money put down and payments made on the car. Thank You.
Regards,
[redacted]

This car purchase has been a total nightmare! I purchased my vehicle the first weekend in November from CarMax in [redacted] after having it shipped here from [redacted]. I only drove it two and a half days before dropping it off for some minor fixes (Bluetooth installed, door handle replaced, residue on windows removed, and speaker replaced). They had the car for over a week and a half before I went in to get it because I was leaving town. They give you a five day grace period to change your mind about the purchase but I didn't get an opportunity to see if anything else was wrong with it before the 5 days was up because they had the car. Once I returned it back after coming back from my trip to have the bluetooth installed and speakers replaced because of a popping sound when the radio is on. I get down the street and the same sound is coming from the speaker, the service guy Joe (with his nonchalant attitude) wanted to act as if he couldn't hear anything at first. Oh and the part for the bluetooth had to come from overseas a week and half later after they first had the car....really?? Needless to say I called corporate to get involved because I was so frustrated. The service manager called and said that the issues will be resolved but he did not say in a timely manner. I dropped the car off for the Bluetooth and speakers on Tuesday 12/1/16 and the following Tuesday has come and gone and they still have the car. They put me in a loaner car that is not up to par of the car I purchased, the first one stalled on me and this one seems to need some type of maintenance work done to it. This is my second car that I have purchased from CarMax (the first in 2008), the service was so much better back then. I will NEVER return to this dealership and will not refer my worst enemy if I had one to them! They really need to train their service guys to have better customer service at this location and hire technicians that know if a speaker should be replaced or the amp.This inconveniences the customer when I have to keep bringing the car back because they are not trained or just don't care about their jobs. They have literally had the car more than I have since I purchased it and the first car note is coming up...BUYER BEWARE.

I bought 2 vehicles from the CarMax in [redacted], FL....both were lemons. The first one I bought was a [redacted] (jan 2013). The day AFTER I bought it the check engine light came on. I called and had to return there 100 miles round trip for them to repair it. Well, after it being in the shop, over 10 times in those 3 years, sometimes for more than a month at time, I'd had enough. I got a low trade in price (they tried to tell me that it was a GREAT price considering the circumstances). I personally felt they should have given me back what I paid for it since I had had nothing but trouble with it since the day I bough it....of course, that didn't happen! I then bought a [redacted]. Two weeks after I bought it, it had an issue with the check engine light coming on, a little wrench on the dash, which caused it to completely shut down on the interstate at 1 AM in the morning. I coasted to the side of the road, let it sit for a bit and restarted it. It seemed to be OK after that. THEN the transmission started acting up. Back to [redacted] I went. They charged me [redacted] to tell me they could not find a problem with it and that if it continued or got worse to bring it back. Today.......it died again. I called CarMax...they said "bring it in" Cant..its dead on the side of the road! I ended up having it towed to the local [redacted] Dealership for repairs. NEVER will I EVER purchase vehicle from CarMax.

April 17, 2014
0pt;" class="MsoNormal">
Revdex.com Serving Central Virginia
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236
RE:       Consumer Complaint of [redacted]
           
Dear Sir/Madam:
This will confirm receipt and review of a complaint that was forwarded to your office by [redacted].  [redacted] is alleging that we conducted credit inquires on his credit file without his authorization.  Accordingly, [redacted] is requesting that we delete the credit inquiries from his credit file.
Our records show that on April 14, 2013 we received a credit application for the purchase of a [redacted] at the CarMax Auto Superstores, Inc. location in Escondido California.  The application was approved for financing by one of our participating financial institutions; however, the applicant elected not to accept the offer. 
Please note that in order to submit the applications, a significant amount of personal information about the applicant would have been provided prior to the submitting of each application.  Most importantly, a photo-identification would have been requested and reviewed in order to authenticate the identity of the applicant.  Finally, the applicant reviewed and executed a Credit Consent Form for each application acknowledging that he understood, amongst other things, that he was submitting a credit application for a vehicle purchase.  
Due to the above, please know that we are unable to provide [redacted] with the relief that he seeks.  However, in the light of the above information, if [redacted] still disputes the credit inquires and believes that he is a victim of identity theft, he should contact me immediately at [redacted], extension [redacted] to initiate an identity theft investigation.  To facilitate the investigation, [redacted] may be required to complete a fraud affidavit and provide a police report.  We will be happy to provide [redacted] with the relief that he seeks upon confirmation that he is a victim of identity theft. 
In the meantime, we thank you for bringing this complaint to our attention and for the opportunity to respond.  If you have any questions or concern, please do not hesitate to contact me at the number provided.
Sincerely,
[redacted]
Paralegal
CarMax
CC: [redacted]

yes;">                                   �...⇄ February 19, 2014
 
Via Electronic Mail
 
[redacted]
<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 May 3, 2013 [redacted] purchased a [redacted] (the “vehicle”) from CarMax in [redacted].  In addition to that purchase on May 13, 2013 [redacted] purchased a [redacted] (the “vehicle”) from [redacted] 
     In her desired settlement [redacted] asks for refund on two batteries.  The [redacted] and the [redacted] had battery replacements. 
 
     CarMax reviewed the receipts for the battery replacements done on December 30, 2013 and January 3, 2014.  Both are approximately 7 months past the 30 Day Limited Warranty.  Refund for the battery replacements would not be given.
 
     Please contact me at [redacted], extension [redacted] with any questions you may have.  Thank you for providing CarMax an opportunity to respond.
 
Sincerely
 
[redacted]
[redacted]

[redacted]
I want to first thank you for responding so promptly to my complaint and not having me wait the normal 30-45 day expected time to resolve this issue. You have not been given proper documentation of information regarding the 2006 Silver [redacted] Z06 (VIN [redacted]) that was purchased from CarMax I purchased on 8/03/2014. In my response to the CarMax Corporate letter in regards to the request of repairing the “knocking/rattling” noise heard while driving the vehicle. There were some major discrepancies included with the response letter causing me to believe they have not investigated this issue thoroughly as expected by major business with stock holders and potentially face lawsuit by myself if not resolved properly and fairly.
I have purchased two 2006 [redacted] Z06’s from CarMax one in Red and one Silver color. I’ve paid over $45,000 now for silver vehicle in total with a check from NFCU for $40,000 and my personal visa debit card for the remaining balance of over $5,000 now totaling over $45,000 in cost including S&H and an extended 60 month or 100,000 mile warranty with the purchase of the both vehicles. I purchased red [redacted] 1st from CarMax on 7/02/2014 and I paid a fee of $699.00 for the shipping on this vehicle in June 2014.
You have not been given proper documentation of information regarding the 2006 Silver [redacted] Z06 (VIN [redacted]) that was purchased from CarMax I purchased on 8/03/2014. In response to the response letter from CarMax letter in regards to the request of repairing the “knocking/rattling” noise heard while driving the vehicle. There were some major discrepancies included with the response letter causing me to believe they have not investigated this issue thoroughly as expected by major business with stock holders and potentially face lawsuit by myself if not resolved properly and fairly.
The following is a timeline of the purchase, mechanical and repair issues, along with the deplorable customer service I experienced at CarMax. As stated on your corporate letter this car was purchased on 08-03-14 after I returned my Red corvette. I purchased the red [redacted] and paid $699.00 for shipping and handling in order to finalize the sale. The purchase date was on 07/2/14 but unfortunately was purchased back from me after normal 5 day approved time period by the local Escondido General Manager [redacted] who agreed the red [redacted] had major electrical problems that were continuous and seemed unrepairable. CarMax could not resolve the electrical issues.
The 30 day warranty was closely approaching on red corvette. CarMax kept my red vehicle for weeks attempting to fix the electrical issues. The red Corvette’s VIN number is [redacted]. I was extremely unhappy with the poor customer service and extended wait for my vehicle to be repaired after several attempts. I then decided to seek an exchange of vehicles due to the aggravation I had endured on red car. I made the decision to get a silver [redacted] since there were major faulty electrical issues with the red Corvette. The red [redacted] had around 46,000 miles on it at time of purchase and was $1000.00 cheaper than the silver [redacted] I seen online. I called in and spoke to manager about red [redacted] and how dissatisfied I was about electrical issues and asked to return for silver [redacted] I seen online.
There was a verbal agreement stating they would keep the red [redacted] in exchange for the new silver Corvette. The silver [redacted] had to arrive in Escondido which included free shipping along with the advertised listing price of $38,999.00. The $699.00 that I previously paid for shipping and handling for the previous red [redacted] the general manager agreed to refund the $699.00 back to me that I paid and I could get a new car as a “simple swap”. I trusted that CarMax had the silver [redacted] pass their rigorous 125 point inspection with no more vehicle issues. This was apparently not the case.
I was notified to pick up the silver Corvette. I came to CarMax on Sunday 8/3/14 and met with [redacted]. I was told since the first vehicle purchase price was $37,999.00 plus taxes and fees, the new silver Corvette’s sale price was $38,999 the $699 shipping and handling fee a refund would be applied to the purchase of new silver Corvette. This would leave me paying $301.00 to get purchase the silver 2006 Corvette. I agreed under duress to that the price, even though I was told on the phone by another manager it was going to be “simple swap” due to issues with red Corvette. I agreed with [redacted] and the sales agent by the name of [redacted] to pay $301.00 additional after all credits were applied.
After spending approximately one, possibly more, hours in your sales office the sales manager [redacted] came to me with disturbing news stating false information was given to me by them. [redacted] put the numbers in system and came out with a final balance due. I ended up owing CarMax additional $1,640. This was ludicrous since this was not the information given previously. Of course I challenged this and demanded clarification as to why would I owe almost $2,000 more after all I had been through with CarMax. [redacted] went through all the calculations with me attempting to explain why and how the system calculates the numbers. [redacted] and a young lady (I cannot recall the name) in the back processed the paperwork with [redacted] figured out the total out of pocket price we all agreed it was only $301.00 total. They agreed that it was their mistake. [redacted] apologized for the confusion and explained he messed up and he was sorry. I was in a loaner vehicle the entire time CarMax had my red [redacted] so I was anxious to enjoy my new silver Corvette.
I was in a CarMax loaner vehicle longer during the time I owned the red [redacted] since I was never able to take red [redacted] home because the lights did not work properly during the evening. I was told in order to leave that day with the silver [redacted] I needed to pay $1,642 more or I won’t get the silver vehicle. The manager ([redacted]) literally told me directly to my face, after getting frustrated that I was not budging nor paying that ridiculous amount of additional money after we just went over the numbers with other sales agents present. He stated “he is in the middle of this mess” and was just given instructions “on what to do per the general manager [redacted]”. I demanded to speak to the general manager who gave the initial approval of this entire process. They tried to have me remove my extended warranty and even tried to have me raise my deductible to a higher amount to get the system to show a zero balance so I can leave with the vehicle that day.
After spending over 4 hours in your service center on Sunday 08-03-14, the manager ([redacted]) finally agreed and explained to me what he was going to try to do could get him in big trouble but he agreed to give me a total of $1,000 off the $1,642 price I was being almost forced to pay extra. At this time I understood that since I was told to pay an additional $301.00 for the new silver [redacted] and it ended up being $1,642 more but [redacted] claims he maxed out his adjustments out and took $1,000 off the $1,642 additional price so I ended only paying $642 out of pocket instead of our agreement of $301. I have already paid over $44,000 on the red [redacted] and had to return it. Another credit check was conducted to apply for a new loan while in the Sales center Sunday 08/03/14 since the only way to get out of the old loan was to have CarMax pay it off through my NFCU account.
The service employees knew about my red [redacted] and I started to build relationships with the employees because I was there so much. The agents working there will have history of the red and silver [redacted] and also sad and pathetic stories to tell you also. I was constantly at CarMax being delayed or having issues with these vehicles that as of 2015 it still has not been resolved especially on the red Corvette. I actually received in the mail during the months of September or October 2014, from the California Department of Motor Vehicle, that the registration was still under my name after all this time. They demanded proof of insurance from myself but I was no longer was the owner of the red vehicle as of 08/03/14. CarMax never submitted the paperwork to the California Department of Motor Vehicles releasing me as the owner. From that day forward [redacted] the Service Manager was not very open to helping me at all. Which lead to this complaint I’m filing with you. [redacted] actually hung the phone up on me when I was called and was told about the $1,700 authorization fee to break down the transmission on the silver [redacted] to fix the “knocking/rattling/clunk” noise heard when driving the silver vehicle.
CarMax has continued to display a tremendous lack of reasonability and acknowledgement from their corporate centers in direct response to my serious complaint. All I received was two simple paragraphs with completely false information, basically lies CarMax is giving with the impression as if they investigated my vehicle issues to the best of their ability when clearly they did not do and now implying that I am reporting new issue. Per your letter it states my complaint is “requesting that CarMax pay [redacted] to break down the vehicle transmission” .This is not to be the complete case until numerous attempts were made to determine the cause of the “knocking/rattling/clunk” noise from the shifter by CarMax. The master mechanic at CarMax Escondido could not determine the cause and I, not CarMax, requested that my vehicle be taken to a [redacted] dealership that works on Corvettes. At that time I had been in constant contact setting up appointments trying to get my previous Red [redacted] fixed and now the silver. I have included invoices from CarMax and [redacted] which I will help explain some discrepancies I noticed on your invoices and your letter from CarMax Corporate Center.
This has been a very serious and extremely stressful matter for me. I feel as though CarMax does not have my best interest at heart. I paid a lot of money for my vehicle and I chose CarMax to do business with. I expect CarMax to honor what it brands itself to be. Without my consent CarMax placed notes on my account to avoid fixing what we determined was a “knocking/rattling/clunk” noise on a test drive 08/03/14. Per your letter in paragraph 2 you mention that I brought my vehicle in for service on or about 08/18/2014 and "stated there was rattle in the gear shift which CarMax was unable to duplicate. That is not true. I was driving on [redacted] in [redacted], ** heading home towards [redacted] and noticed my electronic components in the silver car started to shut down one by one.
While driving on [redacted] my car actually shut down. All electrical components went dead causing my steering to barely operate. I noticed this was happening and had to exit the highway immediately and pull into a [redacted] Gas Station directly off [redacted] in [redacted]. By that time my car went completely dead and would not start. At that moment I knew something major failed and immediately called for assistance to [redacted] whom I have a membership with for roadside assistance. On the CarMax corporate letter it should state that my Silver [redacted] was actually towed to your CarMax location in Escondido and left there for you to fix that Monday morning 08/18/14 when your service center was open for business again. I called in to CarMax when my vehicle broke down to explain I would be towing it to their parking lot. My vehicle was left in the parking lot over the weekend unlocked with the keys inside so that [redacted] (a service employee) could log my vehicle in for service that morning. This happened to be the day of my Monday 08/18/14 appointment for my 08/03/14 test drive follow up and fixes. This was your centers soonest appointment based off my work schedule.
This appointment was the 1st appointment your center set me up for from the original test drive I took with your sales agent [redacted] 08/03/14 . It is on file as of 8/3/14 that the vehicle has a “knocking/rattling/clunk” noise occurring along with other major concerns I had with the vehicle at that time. [redacted] advised me that CarMax would fix all of the problems and that the service center would call me to set up an appointment. I did not just come to CarMax on 08/18/14 reporting these problems. CarMax employee reported these issues on paper during the test drive with [redacted] 08-03-14. It was written and documented by the sale agent and CarMax agreed to follow up. I later found out from CarMax during my 1st visit 08-18-14 that I had a bad alternator and battery. CarMax did fix some other items listed on the work order form received by the sales agent but not the knocking/clunk/rattling noise. We even went on a road test and even though the noise was evident, your mechanic claimed it’s normal not to worry and that no repairs were needed. That’s why your letter states CarMax could not determine noise. I cannot recall the date but I was able to get my car back after few repairs were done since your invoice does not show the date it was given back to me only the date it opened.
But on or after 08/18/14, I noticed the weather stripping coming apart from my roof which caused my roof on passenger side to lift plus my heater on my driver side seat did not function. It was close to my initial 30 day warranty and I wanted to report it and get it fixed. I called CarMax to setup appointment again. I wanted them to look into the noise “again”, also report the new weather stripping coming apart and now the heater on the seat not working. This is when I noticed a dramatic shift in the way customer service handled my issue. Now they were not friendly to me and made sure to mention I’m not within my 30day warranty. The customer service agent made sure to explain to me that anymore issues I may have or experience will not be covered. They notated this on my invoice and had my car from 09/01/14 through 09/11/14 per their invoice.
I did mention that it was told to me on my test drive that the noise issue was to be fixed. At the time of the test drive [redacted] and I didn’t check the weather stripping and seat heater so I was not aware they weren’t working properly. I was still within my 30 day warranty and the CarMax service finally called me and claimed the tech now heard the knocking noise that I initially reported. He claims I had bad bushing on shift control and that was causing the knocking noise. So as your letter states "at that time the issue was evident and was repaired" as so we thought.
I was called to pick up silver [redacted] after having vehicle for almost 2weeks and went on test drive with mechanic and I immediately noticed noise was still present and questioned mechanic while on test drive to confirm repairs done properly and why is noise still there and clutch felt weird. Tech advised at that time they diagnosed noise coming from shifter and only found bad bushing. I wanted to trust CarMax so I believed tech did all they can and asked for any kind of warranty on work performed just in case I’m not satisfied completely and more work actually needs to be performed I will be covered since they mention the 30day warranty ending and my CarMax Extended warranty will take over. I was told that since I was ending my initial 30 day warranty CarMax was giving me a 6 month 6,000 mile warranty on all my repairs as if this was a bonus of some kind. I later found out that there’s a standard warranty on all your service repairs. Your letter also states "After driving approximately 6,600 miles I returned on 11/21/14 with “NEW” noise coming from the “rear” of the vehicle. If you look at invoice# 247972 it clearly shows Open Date: 11/20/14 at 8:11am Mileage in: 53,380 and Mileage out: 53,383. If we take a look back at previous 09/01/14 invoice# 245376 it clearly shows Mileage in: 51,501 and Mileage out: 51,506. Subtract the mileage I put on my car from 09/11/14 through 11/20/14 per your invoices, I actually only put 1,877 miles total on car within that time period not 6,600 miles! That is actually 4,723 miles less than your claim!
Also, your letter goes on to state that "CarMax sent the vehicle to [redacted] and paid for diagnostics on the NEW noise as well as a weather stripping issue". That vehicle was taken to [redacted] per my request and demand because the mechanics at CarMax seemed to not acknowledge the obvious knocking noise. During my test drive on 11/20/14 with CarMax Master Mechanic he confirmed he heard a “knocking sound and rattling/clunk noise” also stating he heard noise from the rear. He was the one that brought up the noise coming from the rear of vehicle which I’m still not sure what he heard from rear. I then asked if he could take my vehicle to the [redacted] Dealership for further diagnosis. He agreed and arranged to have my car delivered to [redacted] for further diagnosis.
Again, CarMax Master Mechanic confirmed he heard knocking sound and rattling/clunk noise and he also confirmed hearing a noise from the rear. He is the one who brought up the noise coming from the rear of vehicle. The letter stating that I came in for “new noise coming from rear of vehicle” is a complete lie. Those words were never spoken by me nor did I tell any service employee or mechanic this. Again the “rear noise issue” was brought up by CarMax Master Mechanic, not me. For further explanation of this, please take a look at invoice#247972 provided by CarMax; this invoice shows I reported “the weather stripping is falling off” plus customer states “rattling under the clutch”. This is conflicting with your corporate response, as if you took my vehicle to [redacted] as a courtesy and paid to have a new diagnosis. Your letter states “paid for diagnostic on the new noise’ as well as a weather stripping issue.
However the CarMax invoice states something different. On page 1 of invoice#247972 it states “customer states rattling under the clutch Sublet to [redacted]-Technician road tested vehicle was able to verify knocking noise”. It also states sublet mechanical diagnostic “customer states that rattle noise coming from under the car”. Nowhere on any invoice does it state per your letter that I’m reporting new noise and new weather stripping. I have included the invoice from the [redacted] dealership which coincides with my version of the story compared to this complete fabricated lie CarMax created. I have included an invoice from the [redacted] which CarMax sublet my vehicle to so they can determine “knocking/rattling noise” I have reported since 08/03/14 on a test drive with [redacted] and also the new weather stripping issue that was causing roof to come apart and CarMax service Center could not understand why that was happening. Per invoice CVCS479286 dated 11/20/14 from [redacted] it states "customer states that there is a knock noise when taking off from stop.” The reason this was put on file is the mechanic [redacted] called me from [redacted] and wanted clarification of issue since CarMax was not able to explain clearly to them the issue and his shop foreman took the car on a test drive. I advised if you drive the car you can hear knocking noise from shifter anything over 2rpm and you don’t have to drive car the “hard” at all to hear this. [redacted] notes match my issue I was reporting to CarMax 08/03/14.
[redacted] road tested the car and ended up advising CarMax about what they need to do to get down to why “knock/clunk” noise is present and the recommended fix. They have an invoice under CarMax not [redacted] so were calling CarMax to authorize the teardown. CarMax called me to get my authorization for $1700.00 to breakdown my vehicle to find out what is causing the noise. The [redacted] service center also advised CarMax at that time that the roof issue is a known recall and they could fix it. Luckily [redacted] was aware of the roof issue that was causing the weather stripping and was willing to repair it. However I had to authorize them to do the work not CarMax and if they determine there’s wear and tear I would be responsible for $1700.00 breakdown plus the cost to fix. CarMax also mentions they provided me with loaner vehicles and paid for my rental but this is part of the warranty policy, when repairs are needed a loner vehicle is provided. This was my right and I expressed it to the manager [redacted] and that is why they had to give me loaner and pay for my rental. CarMax paid for diagnosis on my previous red [redacted] after numerous attempts to fix the front headlight issue. CarMax claimed they fixed my electrical issues on my previous red [redacted] and it still never worked properly. CarMax ended up buying back the red [redacted] after 30 days. My faith in CarMax diminished at that time but I tried to keep my hopes high believing CarMax was the best option to purchase a used [redacted] at a reasonable price. This was an apparent major disappointment. I also want to mention while my silver [redacted] was at your CarMax location getting fixed 09/01/14 through 09/11/14, it was damaged by a CarMax technician. The technician reported he scratched my vehicle removing my seat when fixing the seat heater. My vehicle was never properly fixed, and still shows the scratch.
During this time I spoke to [redacted] your Escondido general manager about my experience and how unhappy I was due to long periods CarMax would have both of my vehicles beginning with the purchase of my red corvette. I explained to [redacted] all that I went through with both vehicles and just was told by him that my car was damaged by the technician and I asked kindly for a refund of what I paid 08/03/14 out of pocket for all the issues I had. [redacted] the GM agreed that I can get half of my money back. A month later I received a check for $342.00 as an “apology refund”. [redacted] advised the agents to get my car fixed and get me going as soon as possible.
Also, I want to mention the bad customer service experience I had after all this time which I believe caused [redacted] and his service agents to not want to submit invoices to have any more work performed. As mentioned throughout this letter there are many discrepancies that bring me to the conclusion that CarMax does not care about the consumer. CarMax seems to be more concerned about profits rather than doing what is right! There have been numerous lies given by CarMax to deny fixing the “knocking” noise issue. Per the CarMax letter, CarMax claims I have put 6,600 miles on my vehicle from 9/11/14 through 11/20/14 when in fact I have only put a total of 4,093 miles on my vehicle from the purchase date of 08/03/14 to present date. So where did CarMax come up with this number? Has anyone at CarMax even bothered to look into my complaint? Per an invoice from [redacted], it shows my vehicle in the service center on 01/06/15 with 53,854 miles. I never requested CarMax to breakdown my vehicle. On 11/20/14 [redacted] advised CarMax to do in order to fix the “knocking” noise. So that’s what I expect to get done to resolve the issues on my car. On 08/18/14 per the invoice there was an appointment already setup, I didn’t just stop by randomly. I never reported or said I had a new issue coming from the rear of the vehicle or per your last CarMax invoice it states I said I hear rattling noise from clutch. Those words were put on my notes from a conversation CarMax had with [redacted] and CarMax was not willing to authorize and have the noise fixed. Whether its clutch or wear and tear due to the fact that the car was sold to me in this condition and I have facts and documentation proving what and when I reported it. There are just too many errors and false information on my record and official documentation by CarMax.
The final occurrence that severed the relationship I had with CarMax is when a Service Center agent [redacted] called me to give me update on 11/26/14 a little after 4pm. [redacted] advised me that the dealership ordered parts for recall issue and they will contact me when parts are in to finish the roof and weather stripping issue. She also explained that the knocking noise will not be fixed and I need to pick up my vehicle from their location by 7pm that night or I will now also be responsible for the rental as well. I was in complete shock since she said it so fast and in a nice way like this was okay with me. I asked her to repeat the sentence again and she did. Utter disbelief on my end! I would like you to know that I work in [redacted], 1 hour away from the Escondido location. I literally pleaded with [redacted] to understand that I cannot just get there in a matter of 2hrs but she just kept repeating what she was told to advise me. I asked [redacted] why are they doing this to me and she replied “[redacted] will not authorize anymore days so I need to get vehicle off the lot tonight”. I had to leave work early and unpaid in order to pick up car by 7pm from the sales center because the service center closed at 5pm. They just left my vehicle outside for me to pick up and I have not heard from CarMax since that day! I was extremely unhappy about this but I had to do something or face additional charges and fees.
There was no follow up or at all with me knowing how frustrated and unhappy I was about the situation. [redacted] and his employees did not care about servicing my vehicle any longer, they simply made my life more difficult. I looked at an invoice from [redacted] on 11/20/ 2014 and it shows time diagnosis service was completed and returned to CarMax on 11/25/14 at 10am but [redacted] decided to wait almost about 24 hours to contact me about my vehicle. That is why the CarMax invoice #247972 shows the invoice date: 11/25/14 at 5:27pm. The CarMax Service center hours are Monday-Friday 8:00am-5:00pm, that means someone entered these after hours and did not notify me about picking up vehicle and didn’t bothered to leave me any message until the following business day. Also my contact phone number for [redacted] was listed incorrectly as [redacted] on their work form when its [redacted] leaving me to reach out to [redacted] myself for an update on the parts since CarMax left the issue in their hands and walked away. All forms show the correct telephone number to contact me and I never had any contact issues until after 11/26/14 Thanksgiving Eve when CarMax Service Center called me about 2hr 30mins before 7pm closing time for them that day.
Besides, the [redacted] invoice which was filled out after the debate we had about me not agreeing to the $1700.00 authorization fee and being very angry at this time with the experience they are now trying to hold me responsible to authorize [redacted] to fix the “knocking/rattling” noise. I don’t want the option presented to me that I may be responsible for any charges or any deductible since I told CarMax about this 08/03/14 on test drive. [redacted] described to me the reason why the clunk or knocking noise I’m hearing needs further review due to transmissions in these cars are connected and when they test drive the car the clutch feels worn out. These are high performance vehicles and these issues need in depth review. CarMax took my car to [redacted] authorizing the diagnosis believing they can confirm whether or not this noise is normal or is there something more their technicians were missing since they were not sure. CarMax already agreed to have car looked at and fixed per my visit.
Now this has turned into a complete nightmare and I’m stuck with a $43,000.00 vehicle with a “knocking/clunk” noise you can clearly hear and the company I bought the car from, CarMax, is refusing to fix the problem I initially complained about. CarMax seems to be willing to fabricate a story to make them look as if they are the heroes when in fact CarMax is behaving as thieves. The response letter was very short, inaccurate and very abrasive towards me and made me feel as if I want something for free. I simply want my vehicle repaired and I will pursue further action if necessary. I have reported this issue numerous times and I am not trying to have CarMax pay for something that is not warranted but this is clearly an issue CarMax should be held responsible for fixing. It was also promised to me that it would get repaired while on the test drive. If I knew I had to possibly pay an additional few thousand dollars to fix or diagnose that sound when I went on the test drive I would have declined to purchase the vehicle and requested full refund like I was granted on the red [redacted] and would not be in this predicament.
I feel as though CarMax is trying to cover something up which is obvious in their response letter. It doesn’t seem like any investigation was even conducted on CarMax’s end. I’m the one that paid over $40,000 for the vehicle and CarMax isn’t concerned one bit. Since the clutch is not covered under warranty they know I will be responsible for all charges. The car was sold to me in this condition and I want the problem resolved or they need to give me a full refund and buy the vehicle back just like my red Corvette. I have spent many long hours and many months now dealing with this. This needs to get resolved and I expect a proper reply with accurate information. If another response declining to resolve this issue without proper review is sent, it will clearly show CarMax is determined to avoid doing what is right even if the consumer knows they have stated lies to sustain the position they are taking against me. I hope to be acknowledged as a consumer and this issue resolved immediately after.
I exploited your response letter as a complete false account of my interaction with CarMax. I have provided your company with the correct facts and details for your record in hopes you will do the right thing. I’m asking for this noise to get pinpointed and fixed once and for all. If CarMax wants to take the vehicle to another [redacted] Dealership for a third analysis I’m willing to authorize that but I do not want CarMax working on my [redacted] anymore. I want the dealership to fix the car to satisfaction and expose the reason behind.

[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 27, 2014
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID [redacted]
[redacted]  [redacted]
/>
Dear [redacted]:
Thank you for forwarding the complaint dated September 30, 2014 regarding the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”) on or about September 18, 2012.  At the time of purchase, [redacted] also elected to purchase a 72-month or 150,000 mile Extended Service Plan.  [redacted] requested that CarMax allow him to return the Vehicle and reimburse him the cost he paid into having the Vehicle repaired during the duration of ownership.
CarMax’s records indicate that [redacted] requested copies of the Vehicle’s previous repair orders in September of 2014.  CarMax provided [redacted] a printed copy of this documentation.  [redacted] later mentioned that the Vehicle had been involved in a prior accident according to the information from a CarFax Vehicle History Report.
CarMax reviewed AutoCheck’s Vehicle History Report and no prior accidents were reported prior to the sale of the Vehicle.  CarMax also provided [redacted] a copy of the AutoCheck at the time of purchase.  CarMax was not aware of any accidents that may have been reported to CarFax and has no record of any repairs made to the Vehicle related to impact.
CarMax is declining [redacted]’s request for reimbursement.  CarMax would encourage [redacted] to pursue reimbursement under the terms of his Extended Service Plan.  CarMax invites [redacted] to visit one of their locations if he is interested in having the Vehicle re-appraised.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at [redacted] extension [redacted] with any questions you may have.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I feel this has not resolved my issue in the least bit. I had to put on full coverage on said truck per (Car Max) per [redacted]) and found out they had it sold with in a couple of days. So to put it on full coverage I had to put a chunk done on insurance. And I did not even know who was driving the truck I insured....As they stated it went across state line. being a (felony) I did not know that....So I had money in the truck and did not receive the truck.  I think this is insurance fraud. when I had talked to my insurance agent, he stated with out a doubt my full coverage I had on my [redacted] would have allowed me to test drive anything I wanted.  So if they can't help with my issue. I would like to give them a F as a report....Again I thought it was insurance fraud and so did my agent.

[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]

April 8, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MR. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint 10550764 received in
your office from Mr. Norman [redacted] regarding the 2012 GMC Sierra 1500, 1GTN1TEX0CZ278987
(the “Vehicle”) that was purchased on or about December 12, 2014 from the
CarMax store located in Burbank, California (“CarMax”).  In this complaint, Mr. [redacted] is requesting a
replacement vehicle with equal or fewer miles, the same or newer model year and
same options at the same monthly payment. 
He is also requesting a rental or loaner vehicle until the replacement
is found.
CarMax contacted Mr. [redacted] on or about March 24, 2015 to
advise of an insurance claim reported for the Vehicle through the National
Motor Vehicle Title Information System. 
CarMax advised Mr. [redacted] the Vehicle did not meet CarMax standards and
should not have been sold to him.  CarMax
offered to return the Vehicle in full and pay off Mr. [redacted]’s loan, and
reimburse any payments made including the original down payment.  CarMax also offered to reimburse Mr. [redacted]
for any documented out of pocket expenses due to repairs since purchase.   CarMax offered to place Mr. [redacted] in a loaner
vehicle for one week after processing the return while Mr. [redacted] shops for
another vehicle.
CarMax is declining the settlement request as set forth in
the complaint.  CarMax will not negotiate
the price of another vehicle.   Mr. [redacted]
is under no obligation to purchase another vehicle from CarMax nor is he
obligated to return the Vehicle.  The
finance rate and the amount of the payments for the replacement vehicle will be
based on his current credit, and the cost of the replacement vehicle.  CarMax cannot guarantee the financing terms that
might be offered to Mr. [redacted] by the finance companies.
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