CarMax , Inc.

December 6, 2016 Revdex.com Serving Central Virginia, Inc. Moorefield Park Drive
"">Suite 300 Richmond, VA 23236 RE : Consumer Complaint of *** *** Dear Sir/Madam: Thank you for sharing *** *** complaint filed on November 22, and providing us the opportunity to respond Mrs. *** is unhappy with our processing time to refund her duplicate paymentMrs*** is requesting that her refund be expedited , and she is also requesting a refund of *** in overdraft fees. I am happy to report that Mrs*** received a refund of her payment on November 23, via *** overnight deliveryWe have conducted an investigation into Mrs*** concerns and found the following: October 7, 2016- Mr*** set up a recurring payment on *** for the 15th of every month in the amount of ***. November 12, 2016- Mr*** made an additional payment on *** in the amount of *** ***. November 15, 2016- The recurring payment posted to Mr*** account. November 16, 2016- Mr*** called us to advise that a double payment had been made and he requested a refund of one of his paymentsAs a matter of customer service, we agreed to refund one of his paymentsWe advised him of the process, requirements and the 14-day refund processing timeMr*** requested a rushed refund, and again, as a matter of customer service, we agreed to rush his requestMr*** was told that a rush refund takes 7-days. November 22, 2016- The refund was sent via *** ** overnight delivery. November 23, - *** ** confirms receipt of the refund days from Mr*** initial request. Also, as part of this investigation, I listened to recordings of the phone conversations relevant to the refund request. Unfortunately, I discovered that an associate provided Mrs*** with incorrect information on November 18, Specifically, an associate told Mrs*** that her refund would be sent that dayUnfortunately, this was incorrect, as the refund had only been approved that day and had not yet been processedThis was correctly communicated to Mrs*** later that same day in a separate phone callHowever, I apologize for the confusionWe would like to take this opportunity to apologize to Mrs*** for the miscommunication and to advise her that we have provided appropriate feedback to the associate. Thank you , again, for bringing this complaint to our attention and for the opportunity to provide this letter of explanationFurther, a ur findings indicated that both payments were authorized, we cannot provide Mrs*** with the additional relief she seeksIf you need any additional information regarding the above, please contact Jennifer A*** at (770) 792-***. CarMax Auto Finance Copy: *** ***

January 20,
VIA ELECTRONIC MAIL
*** ***, Operations Supervisor
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID ***
*** *** ***
Dear *** ***:
I am in receipt of the complaint that was filed by *** *** ***, on January 7,2014, regarding a *** *** *** (the “Vehicle”), VIN ***, that was purchased at CarMax Orlando, Florida (CarMax) on or about July 12, 2010.
CarMax would like to thank *** *** for bringing her experience to our attention. We apologize for any inconvenience during her service visit on or about January 6, 2014. We have forwarded her feedback to the appropriate contacts for review.
CarMax appreciates the opportunity to respond to this complaint.
Sincerely,
*** ***
SrAnalyst, Customer Relations

May 29,
*** ***
Revdex.com
class="MsoNormal" "margin-bottom: 0.0001pt;">Moorefield Park Drive Suite
Richmond, VA
Re: MR*** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from Mr*** *** regarding the *** *** ***, ***
(the “Vehicle”) that was purchased on or about May 1, from the CarMax
store located in Orlando, Florida (“CarMax”).
In this complaint, Mr*** is requesting CarMax accept full return
of the Vehicle or to allow Mr*** to take the Vehicle to a mechanic of
his choosing
Mr*** originally purchased the Vehicle on or about
April 24, from the CarMax located in Sanford, Florida. He returned the Vehicle on or about April 26,
citing a concern with the ABS light engaging. Mr*** purchased the Vehicle again on
or about May 1, from the Orlando, Florida location.
Mr*** expressed a concern regarding the Vehicle’s ABS
on or about May 4, 2105. The Vehicle was
serviced by CarMax and a Volkswagen dealership and returned to Mr*** on
or about May 11, 2015. Volkswagen found
no issues with the ABS. Mr***
advised CarMax that he was still having concerns with the ABS and the Vehicle
was taken to a different Volkswagen dealership on or about May 12, 2015. The dealership advised that the ABS light was
only activating when the Vehicle was driven above miles per hours and then
the brakes were rapidly engaged. They
advised the Vehicle was performing as designed and no repairs were needed. Mr*** previously expressed other
concerns with the Vehicle and CarMax covered those repairs completed by
Volkswagen in the amount of $1,726.28.
After the Vehicle was returned to Mr*** on or about May 18,
he advised CarMax and Volkswagen that he still felt there was a failure with
the ABS. A CarMax technician, Service
Manager and a Volkswagen technician, Service Manager and Service Director all
confirmed that the Vehicle’s ABS is performing properly
CarMax is declining the settlement request as set forth in
the complaint CarMax is confident in
the opinions received from the two Volkswagen dealerships and will not be
participating in any further service to the Vehicle’s ABS
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations

July 10,
"line-height:12.0pt">
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite Richmond,
VA
RE: Consumer
Complaint of *** ***
Retail Installment Contract Dated 01/12/ *** *** *** *** *** *** ***
Account NoXXX
Dear
Sir/Madam:
Thank
you for sharing Ms*** complaint and providing us the opportunity to
respondMs*** is unhappy that she was reported days late on a
payment and would like to have that reporting removedMs*** is also
upset that she did not receive the requested reminder emails or coupon books
for her accountUpon receipt of Ms*** account I researched this
matter further
Ms
*** payment is due on the 26th of each month per the Retail
Installment Contract that she executed on January 12, which I have
attached for your referenceShe is a registered web user which means that she
receives automatically generated email reminders when her payments become past
dueCoupon books are sent out to our customers at account origination and
annually thereafter unless additional books are requested by the customer
Ms
*** had a payment due on April 26, that went days past due which
resulted in the day late reporting she references in her complaintWe made
multiple attempts to contact Ms*** regarding this payment including
phone calls, three past due emails, a dunning letter and a strict compliance
letterOur records also indicate that Ms*** annual coupon book for
was sent out to the address we have on file for her on January 9,
Ms*** requested an additional coupon book on June 18, which we also
sent to the address on file
Upon
receipt of this complaint, we have again carefully reviewed the information we
are furnishing to the consumer reporting agencies and we have confirmed that
the information we are furnishing is accurate.
We are sorry that we are unable to provide Ms*** with the relief she
seeks; however, we will continue to report her tradeline as disputed.
We,
again, thank you for bringing this matter to our attention and affording us the
opportunity to provide this explanation.
If you have any questions or concerns, please feel free to contact me at
***, extension ***.
Sincerely,
*** ***
Paralegal
CarMax
Auto Finance
*** *** ***
Enclosure

April 18,
*** ***,
Operations
Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Mr*** ***
Complaint ID: ***
*** *** (the “Vehicle”),
VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated April 4, regarding
the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”)
on or about September 22,
In his complaint, Mr*** describes concerns regarding the
Vehicle’s wheel bearings and requests that CarMax reimburse him the expense for
those repairs
CarMax’s records indicate that the service department connected
with Mr*** regarding obtaining his receipt on or about April 5,
Records state that processing of this refund was completed soon thereafter and reimbursement
check number *** was sent to Mr*** on or about April 13,
Should Mr*** have any issues receiving that reimbursement,
he is encouraged to reconnect with the CarMax Irvine location by calling 949-341-
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800)519-1511, extension ***,
with any questions you may have
Sincerely,
Kristina S***
Analyst, Executive Response Team

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,*** ***

December
17,
*** ***, Operations Supervisor
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
VIN: *** *** *** *** (the “Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Tanisha *** regarding the purchase of
the Vehicle from CarMax of Modesto, CA (“CarMax”) on October 31, 2015. In her complaint, Mrs*** stated the
Vehicle had service concerns present at the time of sale which were never fully
resolved.
Between November 4, and
December 16, CarMax completed a number of repairs on the Vehicle including
replacing the instrument cluster, A/C belt, intermediate steering shaft, door
speakers, TPMS sensors, seat reviots and harmonic balance. On December 8, Mrs*** returned the Vehicle
to CarMax. CarMax refunded the down
payment and transfer fee for the Vehicle.
Mrs*** purchased another vehicle from CarMax
If
Mrs*** has any additional questions, she may contact me at 1-800-519-
ext***
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

November
"">*** ***, Operations Supervisor
Revdex.com
*** *** *** *** *** ***
*** *** ***
Re: *** *** ***
*** *** *** *** *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** *** regarding the Vehicle purchased from CarMax of ***, *** on August 2014. In his complaint, *** *** *** requests that the tires on the Vehicle be replaced under the terms of the CarMax Limited Warranty, citing an ongoing vibration issue that dates back to the date of purchase
As *** *** *** also noted, both CarMax and a local *** dealer confirmed that there was no safety issue with the tires and that they fully met manufacturer’s specifications for the Vehicle. *** *** *** then elected to obtain another opinion from a different *** dealer. That dealer swapped the tires on the Vehicle with those on a different vehicle in their inventory. While it was verified for a third time that there was no safety issue with the original tires, it was determined that the vibration went away as a result of replacing them with different tires.
In the interest of customer service, CarMax offered to replace the tires at cost with a set of *** *** ***’s choosing. *** *** *** declined this offer. CarMax is unwilling to provide any additional relief
Thank you for the opportunity to respond. Should you have any additional questions, please contact me directly at *** *** extension ***
Sincerely,
*** ***
CarMax Customer Relations

January 29, 2015*** ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr*** *** Complaint ID *** *** ***, VIN: *** (the “Vehicle”)Dear Ms***: Thank
you for forwarding the complaint dated January 5, regarding the Vehicle purchased from the CarMax store located in Jacksonville, FL (“CarMax”) on or about December 6, Mr*** requested in the desired settlement for CarMax to replace his rotors and provide him two new tires at no cost Additionally, Mr*** requested that CarMax reimburse him $for the cost he paid to have his tires balanced and rotated.Mr*** brought the Vehicle to CarMax on or about January 2, to inquire about a vibration while driving and braking concern within the 30-Day Limited Warranty A CarMax technician examined the Vehicle and found no defects in its operation while driving or braking CarMax also measured the tires and rotors and found that both met CarMax’s standards.CarMax appreciates the opportunity to respond to this complaint and is declining the settlement as set forth in the complaint.Please contact me at *** extension *** with any questions you may have.Sincerely,*** ***Analyst, Executive Response Team

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10363604, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It is an insult that Mr*** would even use "in the spirit of customer service"It is very apparent that Mr*** is mocking this situationAs I had regular scheduled maintenance on my vehicle by my *** dealership they recommended that the tires were very close to their wear lifeI had the tires replaced as recommended by my local *** dealershipAfterwards, I experienced vibrations at highway speedsI returned to the dealership and was told that it was due to the rimsI contacted *** in Carmax Service and let him know of the new issue involving the rimsI was told by *** that Carmax was not going to replace the rims because they met Carmax standardsI asked again what is Carmax standards regarding bent rims? He could not provide me with an answer"In the spirit of customer service" I would have expected Mr*** to consult with Service Technician to see if vibrations could be caused by tire rotation, especially with of of the wheels bentCarmax never schedule an appointment to re-visit the issueAs Mr*** stated, the tires were balancedHowever, this issue is with the wheelsNot tires that were at the end of their wear lifeAs Mr*** also stated "any further concerns with the rims on the vehicle those REPAIRS would be at the expense of Mr***"So the reason I declined to purchase new rims at my expense is because even Mr*** acknowledges that repairs to the wheels may correct the issue, but that Carmax is not willing to make those repairsSo here I am again asking what is Carmax standards regarding bent rims? It is very disappointing that Carmax would see this as acceptable
Regards,*** ***

September 9,
class="MsoNormal" "margin: 0in 0in 0pt; line-height: normal;">VIA ELECTRONIC MAIL
*** *** *** ***
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID ***
*** *** ***
Dear *** ***:
I am in receipt of the complaint that was filed by *** *** *** on August 15, 2014, regarding a vehicle sold to CarMax and *** history reporting.
MrO’Neill sold a *** *** *** (the “Vehicle”), *** ***, from CarMax located in *** *** (“CarMax”) on or about June 14, 2014. CarMax does not influence how other dealers price their vehicles. CarMax is not under any obligation to report known vehicle conditions to ***, which is an information gathering company and is not affiliated with CarMax. Attempting to provide this level of reporting and doing so accurately would be next to impossible for all vehicles. Additionally, *** is in the business of gathering information, so that would precisely be the reason that they would indicate that the information should be reported to them
CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement as set forth in the complaint. If you have any questions, please contact me directly at *** *** extension***
Sincerely,
*** ***
*** *** *** ***

August 12,
class="MsoNormal">
VIA ELECTRONIC MAIL
*** *** *** ***
Revdex.com Serving Central Virginia, Inc
*** *** *** *** *** ***
*** ** ***
Re: Complaint ID***
*** *** *** ***
Dear *** ***:
I am in receipt of the complaint filed by *** *** *** Forget on July 28, regarding a Saturn Ion (the “Vehicle”), VIN ***, that was purchased at the CarMax store located in *** *** (“CarMax”), on or about February 1, 2013. *** *** requested CarMax replace or repair the transmission, and have the Vehicle fully inspected.
*** *** contacted CarMax to share that *** *** *** had diagnosed the Vehicle and advised that the needed repairs were not covered under her MaxCare. CarMax offered to look at the Vehicle, *** *** declined
CarMax would like to invite *** *** to contact the Service department to schedule an appointment to bring the Vehicle in for a diagnosis. CarMax will cover the cost of the diagnosis as a gesture of goodwill. After the diagnosis if the needed repairs are not covered under *** ***’s MaxCare she would be responsible for the repair costs
CarMax appreciates the opportunity to respond to this complaint and is declining the settlement request as set forth in the complaint
Please contact me at *** *** *** *** with any questions you may have
Sincerely,
*** ***
*** *** ***

October 14,
*** ***, Operations
Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
VIN:
*** *** *** *** (“the Vehicle”)
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Ms*** regarding
her purchase of the Vehicle from CarMax of Richmond, VA (“CarMax”) on May 23rd,
At that time, Ms*** also elected to purchase a MaxCare Extended
Service Plan (“ESP”) for a term of months or until the Vehicle exceeded 125,
miles with a deductible of $
In
her complaint, Ms*** referenced service concerns on the Vehicle since her
purchaseCarMax previously completed repairs during the Limited 30-Day
warranty period for the VehicleThese included: resurfacing the front rotors,
replacing the rear rotors to address a braking noise, and an oil change on the
VehicleThese were all completed on February 5th,
Ms
*** brought the Vehicle back to CarMax on February 19th,
for a concern with the brakes locking upAt that time, CarMax inspected the Vehicle
and noticed the Vehicle had been in an impactThe Vehicle suffered damage
which included: a bent tie rod, control arm and strutAt that time, CarMax
suggested a body shop would need to complete an assessment on the Vehicle
These repairs would not be covered under the limited warranty
Ms
*** contacted CarMax again on September 29th, 2015, referencing
a recall released by *** for an engine malfunction on the VehicleCarMax
attempted to contact Ms*** further to discuss thisMs*** has not
responded to attempts to contact her
CarMax
will not participate in any reimbursement to Ms*** for expenses related
to the previous impact damageCarMax would be happy to diagnose any mechanical
repair concerns Ms*** may have under her ESPIf Ms*** has any
further questions, she may contact me directly at *** ext***
Sincerely,
*** ***
Analyst, CarMax Customer Relations

My wife and I had a terrible experience with CarMax Pressure was not the problem We spent two hours picking out the car We ended test driving two After the drive, we were very clear with Mark G*** (Sale Consultant), we chose the car We were going to pay cash He said we would be able to drive out with the car We waited in a room alone I eventually left the room to find MrG*** and fount him with the manager The manager followed us back in the room and told us we could not buy the car because someone else was holding it This was never mentioned once for two hours Here we were with money and someone else (who wasn't there and there was no info on that person in existence) was going to get the car

August 9,
"">*** *** *** ***
Moorefield Park Drive, Suite Richmond, Virginia Re: *** *** ***
Complaint ID ***
*** *** *** (the “Vehicle”), VIN: ***
Dear Mrs***:
I am writing in response to your letter dated July 26, wherein you forwarded a complaint from *** *** ***, regarding the Vehicle purchased from the CarMax store located in Mechanicsburg, Pennsylvania (“CarMax”) on or about May 7, CarMax’s records indicate that prior to submitting this complaint, Mr*** was in communication with CarMax’s Credit and Collections Department to assist with this matter However, Mr*** emailed CarMax’s Customer Relations Department about the details of his complaint on or about July 28, 2016, and has been in contact with them ever sinceMr*** can follow up with me directly at *** extension *** if he has any additional questions or concernsCarMax appreciates the opportunity to respond to this complaintSincerely,
Nekia W***
Analyst, Executive Response Team

I purchased my vehicle approximately March from the Oaklawn location, and the salesman, ***, convinced me that the extended service plan was worth purchasingAbout a year later my car was taken to the Tinley Park location and they didn't even fix part of the problem, and they allegedly fixed something engine related, yet only six months later, my car is not runningMy vehicle broke down closet to the Oaklawn location, and several Carmax employees, including the service manager, ***, told me to find another facility to take my car toI was very offended because when I came to make the purchase no one said take my money elsewhereI now have to have my car towed to a farther location, which means that I have to pay for the towThen I either have to be stranded for a week or pay for a rental out of pocket, because the Tinley Park service manager, *** said that they won't even look at my car until next Wednesday or FridaySo now I'm stuck still paying for an extended service plan, and the fees associated with this service keep adding upI know that you big bad corporate people don't care about one little single parent that relies heavily on her vehicle, but I care about meI have prepared individual income tax returns since and every year people are looking to buy cars, so this year every person who walks in my office is going to hear about how terrible my experience with Carmax has been and I will urge them to pass the message to all their friends and family members not to spend their hard earned money with Carmax, because their salespeople trick you into a service plan that they don't honor, and when you need the service plan all they do is provide excuses and not solutionsSincerely,
Disappointed Consumer :(

May 7,
"line-height: 107%Times New Roman",serif">*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
*** *** *** (VIN: *** (“the Vehicle”)
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Mr***
regarding his purchase of the Vehicle from CarMax of San Antonio, TX (“CarMax”)
on January 14th,
In his complaint, Mr*** referenced service concerns with the Vehicle and requested that CarMax repair
the Vehicle
After Mr***’s
purchase, CarMax serviced the Vehicle on February 3rd, At that
time, CarMax replaced the brakes and radiator reservoirCarMax also reset the
maintenance sensorAll of the repairs were covered under CarMax’s Limited
30-Day WarrantyMr*** did not mention any additional concerns during this
visit
CarMax has not spoken with Mr*** since
these repairs were completedAll of these repairs are guaranteed by CarMax for
six months and 6,miles from the time of service
CarMax would be happy to diagnose
any additional repair concerns Mr*** may have at his expenseIf Mr***
has any further questions regarding his complaint, he may contact me at *** *** ***
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
*** ***
Analyst, CarMax Customer Relations

November 25,
VIA ELECTRONIC MAIL
*** ***, Operations Supervisor
Revdex.com Serving Central Virginia, Inc
*** *** *** *** *** ***
*** ** ***
Re: Complaint ID***
*** *** ***
Dear *** ***:
I am in receipt of the additional message that was filed by *** *** ***, on November 11, 2014, regarding a *** *** *** (the “Vehicle”), VIN ***, that was purchased from CarMax in ***, *** (“CarMax”) on or about August 1,
*** *** Vehicle was in for service and she made arrangements to pick up the Vehicle after service was completed on or about November 24, 2014. If she has any additional repair concerns, she is encouraged to reach out to CarMax in ***, *** directly at *** ***.
CarMax appreciates the opportunity to respond to this complaint
Sincerely,
*** ***
SrAnalyst, Customer Relations

July 22,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Complaint ID: ***
*** *** *** *** *** *** ***
Dear Ms***:
Thank you for forwarding the complaint dated July 8, regarding
the Vehicle purchased from the CarMax store located in Sanford, Florida (“CarMax”)
on or about November 27,
In the complaint Mr*** expresses concern related to an
accident that took place before he purchased the Vehicle, and requests that
CarMax allow for the exchange of the Vehicle
The CarMax sales process includes reviewing a free AutoCheck
Vehicle History Report with every purchase, which is also available on our
website for every vehicle in our inventoryIf the AutoCheck Vehicle History Report
indicates any accident history on a vehicle, our process includes sharing that
information with the customer prior to the final point of saleWe train our
sales consultants to share that while AutoCheck is a helpful resource, every
accident may not be reported to AutoCheckTherefore, CarMax does not guarantee
an accident-free vehicleFollowing this process, CarMax’s records indicate
that an AutoCheck Vehicle History Report was shared with Mr*** at the time
of sale which did not indicate any accidentsAn AutoCheck Vehicle History
Report populated on or about July 13, 2016, also did not indicate any
accidents for the Vehicle
Company records indicate that a member of CarMax Sanford’s
purchasing department also populated Vehicle History Reports for AutoCheck and ***
on or about July 19, CarMax’s notes state that this associate called Mr
*** on the same date, and that MrPagan’s concerns were discussed during
this call, including the AutoCheck Vehicle History Report with no reported
accidents and the *** Vehicle History Report listing an accident on June 13,
Following this conversation, Mr*** visited CarMax Sanford on or about
July 21, to have the Vehicle appraised and to also look into options to
purchase another vehicle at that timeCarMax provided a favorable appraisal
for Mr*** during his visit as a gesture of goodwill for his continued
loyalty as a customer over the years
Mr*** is actively working with CarMax Sanford, and initiated
the transfer of one vehicle for his consideration on or about July 21, 2016,
and two additional vehicles on or about July 22, CarMax welcomes the
opportunity to continue working with Mr*** to help him find his next
vehicle
CarMax appreciates the opportunity to respond to this complaint
and considers this matter closed
Please contact me at ***, extension ***,
with any questions you may have
Sincerely,
Kristina S***
*** *** *** ***