CarMax , Inc.

March 22nd,
*** ***, Operations Supervisor
",serif">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 Gilbert, AZ (“CarMax”) on July 2nd,
At
that time, Ms*** also elected to purchase a MaxCare Extended Service Plan
(“ESP”) for a term of months, or until the Vehicle exceeded 100,miles,
with a deductible of $In her complaint, Ms*** requested repair of
the Vehicle for a check engine light concern free of charge under the ESP
CarMax
was aware of Ms***’ concerns on the Vehicle prior to receiving this
complaintA review of CarMax service records indicate that repairs were
completed on the Vehicle to address a check engine light concern on November 19th,
At that time, CarMax determined that the fuel cap failed, causing the
check engine light to come onCarMax replaced the fuel cap and the check
engine light turned off
Ms
*** scheduled an additional appointment on February 3rd, 2016, for
a check engine light concern; however, did not show for this appointment
CarMax would be happy to diagnose any of Ms***’ concerns if she would
like to make an appointmentIf there are any repairs needed that are related
to previous repairs which were completed, Ms***’ concerns may be covered
free of charge under CarMax’s 6-month, 6,000-mile guarantee if Ms*** has
not exceeded the mileage parameters
CarMax service department
can be reached at (480) 518-8101, option If Ms*** has any further
questions, she may contact me at 1-800-519-1511, ext***
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

March 9, 2015*** ***, Operations SupervisorRevdex.com Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re *** ***: *** *** *** (the “Vehicle”), VIN: ***Dear Ms***: I am in receipt of the additional message in response to the complaint dated February 9, regarding the Vehicle.As previously stated, work performed by CarMax comes with a 6-month or 6,000-mile limited warranty CarMax performed brake work on the Vehicle on or about October 29, 2014, and would be happy to readdress any outstanding brake concerns under the terms of the 30-Day Limited Warranty CarMax’s records also indicate that the Service Department left a voicemail with Mr*** on or about January 23, and on or about March 9, to schedule an appointment to readdress his concern However, CarMax has not received a return call from Mr***.CarMax appreciates the opportunity to respond to this complaint and encourages Mr*** to contact the Service Department to schedule a follappointment. Please contact me at *** extension *** with any questions you may have.Sincerely,*** ***Analyst, Customer Relations

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: *** ***

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

May 17th,
*** ***, Operations Supervisor
",serif">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 Indianapolis, IN (“CarMax”) on December 8th,
In
his complaint, Mr*** requested that CarMax replace the tires on the
Vehicle
CarMax
was aware of Mr***’ concerns prior to receiving this complaintAccording
to CarMax’s records an inspection of the tires on the Vehicle was completed at
CarMax in approximately February of At that time, each tire exceeded
CarMax’s standards
Mr
*** contacted CarMax Customer Relations on approximately April 29th,
2016, reiterating concerns about possible dry-rot associated with his tires and
requested CarMax replace the tires at no cost to himMr*** has put on
approximately 10,miles since purchasing and is outside of any warranty
period which CarMax offers
CarMax
would be happy to replace the tires on the Vehicle; however, the cost of this
repair would be the responsibility of Mr***
In
the event that Mr*** has further questions, he is welcomed to contact me
at 855-562-4935, ext***
Thank
you for providing CarMax the opportunity to respond to this matter
Sincerely,
Curt
D***
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

[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,*** ***

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

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

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,
*** ***
*** *** *** ***

[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,*** ***

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

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

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

July 28,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
12.0pt">
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: *** *** Complaint
Complaint
ID: ***
Dear Sir/Madam:
Thank you for sharing Ms*** *** complaint and
providing us with the opportunity to respond.
We are pleased to inform you that we have resolved Ms*** complaint to her satisfaction by confirming that her retail installment
contract (“Contract”) is valid with CarMax Auto Finance and, as a matter of
customer service, crediting her first monthly payments of $
For explanation, Ms*** visited our *** *** store
on May 2, and applied for credit to purchase a *** *** *** (the
“Vehicle”). Ms*** received a
credit offer from *** *** containing a proof of income (“POI”)
documentation requirement. Ms
*** provided this documentation, executed the retail installment
contract (“Contract”) and took delivery of the Vehicle. Shortly thereafter, we discovered that the
POI documentation was incomplete.
By the time we had coordinated with Ms*** to obtain the
remainder of the POI documentation, *** *** credit offer had expired in its
systems. When we approached Ms
*** for assistance in refreshing this exact offer with *** *** we
misinformed her on the process, asking that she return to the store with the
Vehicle instead of assisting us over the phone.
We apologize to Ms*** for the misunderstanding and any
inconvenience, and have already provided feedback to the relevant
associates. Additionally, we explained
to Ms*** that we do not engage in any form of “spot delivery.” Except in cases of misrepresentation or fraud,
every executed retail installment contract is final and binding and we never
require a customer to return the vehicle.
If Ms*** has any further questions
or concerns regarding our explanation, she is welcome to contact me by phone at
*** *** or by email at *** Thank you for bringing Ms*** complaint to our
attention. If you need any additional
information, please do not hesitate to contact me directly at the contact
information provided above

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

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10410770, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company has NOT called me at any time and it is months later now stillI took my car to *** *** about weeks ago and discovered that the shocks on the car were bad which means CARMAX knew of it but did not correct issue when they sold it to meAlso, the response from Carmax main office from VA came on Feb4th and I filed this complaint on Jan20th and NO CALLS were made then nor today as they "claim"I will be giving a call to Carmax in *** but they only want to schedule me for a Monday or Tuesday appointment as always and I work hour shifts so the service center closed when I get off ot have an off day due to that!! I thought a service center should be open everyday for a carplace and not twice a weekAll I know is that I have statement from Nissan place about my car and also that comment about the warranty is crap because I was under warranty when I made a complaint but ai know they will NOT honor it cause Ibam out of itTHIS PLACE IS A RIPOFF AND FULL OF GAMES!! CORRECT THE ISSUE!!! I will reply AFTER I have reached Carmax and talk to themThey are being uncooperative!
Regards,*** ***

March 27,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
Re: MS*** ***
Dear Mrs***,
Thank you for forwarding the complaint received in
your office from MsValoree *** regarding the Volkswagen Beetle, 3VWJP7AT3CM(the “Vehicle”) that was
purchased on or about October 25, from the CarMax store located in Davie,
Florida (“CarMax”). In this complaint, Ms
*** is requesting reimbursement in the amount of $for the mirror
replacement and $2,for the Extended Service Plan (“MaxCare”)
CarMax is offering to reimburse Ms*** for the mirror
replacement and apologizes for the inconvenience and frustration Ms***
experienced. CarMax requests Ms***
fax the repair invoice to *** to the attention of *** ***,
Operations Manager for processing of the reimbursement. The MaxCare coverage can be used at any ASE
Certified shop of Ms***’s choosing, but if she wishes, Ms*** can
return the MaxCare for a prorated refund amount based on the Vehicle’s mileage
and time owned. To complete this
transaction, Ms*** should contact CarMax at *** extension
***. With this offer, CarMax considers the
settlement request resolved as set forth in the complaint
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations