CarMax , Inc.

Bought a [redacted] from car max a few months ago, was told when I bought it, they would fix scratches on it by Chip the salesman, tried to get them fixed by this car lot and it was beyond them. So I wouldn't refer by worst enemy to this CAR LOT and would never go back. Salesman named Chip should have been a clue. Haha

December 11, 2014
 
Devan Mann
Revdex.com
[redacted]
[redacted]
 
RE:  [redacted]
        [redacted] VIN [redacted] (“the Vehicle”)
 
Dear Ms Mann,
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted], [redacted] (“CarMax”) on 3/22/2008.  [redacted] is requesting that we “finish the job”.
 
When we’ve attempted to address [redacted]’s concerns, including as recently as 12/9/2014, he refused to speak with us other than with profanity and complete disrespect. Due to this behavior, CarMax has informed [redacted] that we will no longer do business with him.
 
CarMax appreciates the opportunity to respond to this complaint. All warranties have expired and CarMax is not willing to provide [redacted] with the relief he seeks.  Should he wish to dispute any “[redacted]  claim denial he would have to do so directly with the provider. Please call me at ([redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

November 26, 2014
Roman"> 
[redacted]
Revdex.com
[redacted]
[redacted]
 
RE:  [redacted]
        [redacted]   VIN [redacted] (“the Vehicle”)
 
Dear [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted], [redacted] (“CarMax”) on 03/16/2012.  [redacted] is requesting reimbursement of $1700.00 from previous repairs or to have her account credited in the amount of $5060.80, the negative equity added to the purchase of a vehicle on or about 11/07/2014.
 
[redacted] was given an [redacted] report at the time of purchase which did not disclose vehicle accident history. Between March of 2012 and an appraisal on or about 11/01/2014, the mileage on the vehicle increased by approximately 25,650 miles. Although [redacted] appraised the vehicle on or about that same date for $8000.00, CarMax appraised and purchased the Vehicle from [redacted] for $12,000. [redacted] accepted this offer and elected to purchase another vehicle from CarMax.
 
CarMax appreciates the opportunity to respond to this complaint.  CarMax declines to provide any further relief.  We consider the complaint resolved. Please call me at [redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

Carmax provides the worst customer service, from the local level all the way to corporate. They are unresponsive and do not attempt anything to correct issues consumers bring to their attention. I was scammed into the max car program only to find out (after visiting 3 locations and attempting to visit a 4th) they don't have the ability to provide accurate diagnostics or repairs to [redacted] - this includes standard maintenance. I have even paid off the balance of the vehicle and they are still holding my title.
BUYER BEWARE. You will pay for this in financing but still have to have your car properly serviced elsewhere at your own expense. Avoid this business. If I could rate them a zero I would have.

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.
On September 17, 2016, Carmax Sales Consultant Daniel F[redacted] ran my credit application. Daniel told me the best finance offer was [redacted] which was a 72 month term at 17.09%. I accepted and asked Daniel to send financing offer in writing and he did. Once it was received I then paid [redacted] to transfer vehicle. Estimate travel time 28 days. I have attached the offer in writing Please see attachment .
The vehicle arrived at Carmax [redacted] location and I met with Andrea L[redacted] Carmax Sales Consultant. The first red flag was the finance offer from [redacted] was not found in their system. I asked for Daniel F[redacted] but he was NO LONGER WITH COMPANY. Andrea re started financing that resulted in higher APR along with more money down or I was not approve.  I paid the transfer fee because Daniel gave me in writing [redacted] finance offer.  Why would I transfer a car without financing?
Daniel gave me false information and I want a refund. I have enclosed a copy of the invoice. Please refund [redacted] by mailing check to my residence
 
 
 
Regards,
[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.
Carmax did give us a call with another vehicle to look at. When we viewed the vehicle online it was $1,000.00 more, had 15,000 more miles, a year older and was involved in a front end collision. We notified [redacted] the salesman that we were not interested and that the comparison vehicle was a lemon compared to what we had try to purchase. A week later we received another call from [redacted] stating that the [redacted] price was reduced to match the vehicles original price. We did not return his call. Three days later another call from [redacted] came in stating that they made a group decision to transfer this vehicle, that we already said we did not want, to the [redacted] location for us to look at and that they would call us when it arrived. Again we did not return his call, as we do not want a vehicle that has a history of front end damage, more milage and an older version.
I feel that this is a poor representation of customer service to mend the situation they have created.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
[redacted]
       I have finally figured out how to send all the documents as one file. I am sending them to you as a link located at the bottom of this email.        The documents I have attached in this email are all related to the services that I have had to get since buying the [redacted] a year and a half ago. As you can see it has been a lot and has occurred frequently.        I am refusing Carmax's "offer" because honestly no deal, offer or compromise has ever been given to me at all at any time. I am paying for an unreliable vehicle that was supposedly inspected by Carmax and listed as a certified, reliable vehicle, by Carmax, and the vehicle has had problems since I first bought it. I have the max care coverage from Carmax but it is unfair to have to bring the vehicle in at least once a month, sometimes twice a month to have the same problems, and new problems, fixed. That is not a reliable vehicle. Once the vehicle is in being serviced, it stays in the service department for two weeks to a month each time. I have one vehicle and I, along with my family, rely on the one vehicle. Once the vehicle is being serviced, I am given a small sedan sized loaner vehicle when I am covered for a large SUV. I have many kids that rely on the vehicle that I am paying for because of its size.        As far as the $250 deductible that Carmax mentions waiving for me as a sign of good customer service, it was explained to me that if a problem happens more than once on that vehicle then I don't need to pay a deductible. I was also explained that if I ever were to pay a deductible it would be  a $250 deductible if the vehicle was serviced at Carmax, and a $300 deductible if the vehicle was serviced elsewhere. As you can see in the documents I have provided, the same problems, in addition to new problems, have occurred on the vehicle sometimes more than twice.  Therefore, the $250 deductible was never charged because the problems were the same problems over and over.       I am going through too much emotional and mental stress and fear of losing my job because of this unreliable vehicle.  I am paying close to $500 a month for a vehicle that was inspected by Carmax and listed as a certified vehicle. It seems like all CarMax relies on is the good insurance that their customers have because without good insurance the problems that occur with the vehicles have to be paid out of pocket. The vehicle is only serviced  because I have good insurance and the max care.       I would like to come to some type of agreement on giving me money back for purchasing a vehicle that was falsely advertised.          In the following paragraphs, I will be listing the problems with the vehicle, how many times those problems occurred and the loaner vehicles that were given to me by Carmax.       [redacted] 1 - 5, (10/10/2013), refer to the first service done on the vehicle. As you can see, on pg 2 and 3, the brake booster had to be replaced (first time but not the last). No charge because it was within the first 30 days. Pg 4 refers to the back A.C. system having to be replaced (first time but not the last). [redacted] 7 refers to the loaner vehicle that was given to me while my vehicle was being serviced (notice it is a small sized sedan, Hyundai Sonata.) Given to me as the loaner vehicle when I have many kids relying on a larger SUV sized vehicle.         [redacted] 8 -12, (10/16/2013), refer to the second time I had to bring my vehicle in for service, which was only 6 days after the first time I brought it in, and only 1 day after getting it back from the first service. As you can see on [redacted] 10, the A.C. had to be replaced again (second time) and it was sent to the dealer to be replaced. [redacted] 10 also refers to the check engine light being on (first time but not the last).  [redacted] 10 also refers to the stabilitrac sensor having to be sent to the dealer to be serviced (first time but not the last). [redacted] 8 refers to the loaner vehicle given to me while my vehicle was being serviced for the second time. The loaner this time was an SUV but still not a large sized SUV. I guess Carmax was thinking that would suffice, even though the vehicle I'm paying for, the [redacted], is much bigger. I'm paying for a large SUV and should be given the same amount of space.       [redacted] 16, 18 and 19, (10/23/2013 and 10/24/2013), refer to the stabilitrac sensor and check engine light being on and needing service (second time for the stabilitrac sensor and for the check engine light). [redacted] 18 refers to the loaner vehicle. I was given the same loaner vehicle while these repairs were being done on the vehicle. I was not given anything bigger even though I am paying for a large SUV.       [redacted] 20 (10/24/2013), refers to the brake booster having another issue (second time) and a brake light switch being inoperable (only occurrence).       [redacted] 24 and 25, (2/23/2015), refer to the check engine light being on again (third time), the rear door having an issue with the automatic button located on the inside of the rear door (first time), the power outlets not functioning (first time but not the last), vehicle shifting hard into drive due to transmission (second time) and vehicle still shutting off after pumping gas (second time). As you can see on [redacted] 25, I was given a small SUV, Rav 4, as my loaner vehicle. Which was still not enough space for me.        [redacted] 26 and 27, (3/5/2014), refer to the car shaking when put into drive and reverse. Because of this issue, CarMax had me take the vehicle to the [redacted] where the issue ended up being the transmission (third time).       [redacted] 28 - 35, (2/13/2015), refer to the evaporative emission canister needing to be replaced (which was related to the car not starting after putting gas, which was the third time this problem occurred). These [redacted] also relate to the front axles needing to be replaced (first occurrence).  Also, the outlets needed to be fixed (second time). Also, the motor mounds needed to be replaced. This issue actually ended up being related to the transmission because the vehicle was still giving a hard hit when put into drive even after the motor mounds were replaced. As you can see on [redacted] 35, CarMax gave me a Toyota Camry as my loaner vehicle. Another small four door sedan.       [redacted] 39 - 42, (3/2/2015), refer to the transmission mount needing to be replaced. This is the problem before that Carmax thought by replacing the motor mound that it would be fixed. The rear hatch switch also needed to be replaced (second time). The A.C. needed to be fixed again (third time) because on a test drive, one of the technicians noticed it was blowing hot air. It was the A.C. compressor that needed to be replaced and the system needed to be recharged. On [redacted] 42, it states that a code was found when scanning the system. This code was an evap purge solenoid failure and needed to be replaced. This was causing the vehicle to not start after pumping gas (fourth time).       [redacted] 43 - 46 (6/8/2015) refer to the check engine light being on again and an O2 sensor needing to be replaced. The O2 sensor has something to do with the transmission and so, on this occasion, the transmission was replaced yet again, for the fourth time.        As you can see, this vehicle has had many problems and continues to have many problems. Some of the problems even occurred while the vehicle was in the service department getting repaired. It is problem after problem with this vehicle, making it very unreliable, and I should not have to deal with an unreliable vehicle. Carmax guarantees certified vehicles and Carmax sold me an unreliable vehicle. I want money back for having to pay for this unreliable vehicle. Carmax has done nothing to help me out in any kind of way. The only reason they service the vehicle is because I have the max care plan and good insurance. Carmax has not gone above and beyond to satisfy me. I will never return to Carmax to purchase any vehicles from them. Their customer service is horrible. I have even gone as far as speaking with the manager of the store and a sales manager and I got no kind of help, assistance, solution, or customer service. This vehicle is causing me too much stress and I want my money back. I hope there can be some kind of compromise on giving me money back for having been sold a falsely advertised vehicle from Carmax. 
                               Sincerely,
                                    [redacted]

21 April 2014
font-family: Cambria;">[redacted], Operations Supervisor
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia  23236
Re:      [redacted], Complaint #[redacted]
            [redacted], VIN [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted], who purchased the above referenced Vehicle from CarMax of Knoxville, Tennessee (“CarMax”) on 27 February, 2014.  In her complaint, [redacted] requests a vehicle that is “guaranteed to work,” citing issues with the transmission in the Vehicle and the need for repairs within the first month of ownership.  She requests the opportunity to exchange the Vehicle.
A review of CarMax’s records indicates a concern with window trim and panel clips, issues that were addressed at CarMax on or about 10 April, 2014.  Additionally, CarMax addressed an issue with the tire pressure monitoring system by reprogramming sensors on or about 27 March, 2014, and partnered with a local [redacted] dealer to look into [redacted] report of engine valvetrain noise.  The dealer was unable to verify any repairable issue with the engine.  There is nothing documented in CarMax’s records concerning a transmission issue of any kind.  As the Vehicle is still covered under the manufacturer’s powertrain warranty, any concern with the transmission may be addressed directly with a [redacted] or [redacted] dealer.
As the Vehicle is well outside the 5-Day Money-Back Guarantee at this time, CarMax is unable to exchange it for another.  However, if she so wishes, [redacted] may request an appraisal of the Vehicle at any time, and is welcome to explore options that she may have for selling it to CarMax and purchasing another.
Thank you for the opportunity to respond.  If you have any questions, please contact me directly at [redacted] extension [redacted].
Sincerely,
[redacted]
CarMax Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
CarMax didn't address the initial complaint about false advertisement. The compensation request was for the 30 plus days of waiting for a new vehicle and the poor Customer Service provided during the waiting process. As for the vehicle Tag issue, I paid for the transfer fees upon the purchase of the vehicle. CarMax personnel failed to process the appropriate paperwork on time to prevent expiration of the temporary license. The fact that they only address the Tag issue, and neglected to address my other concerns, shows the lack of Integrity and business ethic on their part.
Regards,
[redacted]

It doesn't seem to me Carmax is willing to admit they are in the wrong just because I don't remember the name of the manager I spoke with in August that said they would renew my registration. I wasn't going to count on getting anything from them because its there word against mine. Thank for nothing. I'll make sure to never buy a car from them again.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]

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.
Thank you for the response from Carmax. I did attempt to "trade in" my vehicle at the Dulles, VA location...not "sell" it. And it was my understanding that while the vehicle is in their possession, that they would be responsible for whatever happens to/with the vehicle. Otherwise, I would have not allowed them to drive it during the appraisal process without me being present. On September 3rd, 2016 Carmax offered me $13000 and said it was because I had a transmission malfunction/noise. I informed them that my transmission worked completely fine on the way there, and I didnt have any noise when I parked it. After hearing the noise for myself in the parking lot, I asked the person who drove my car, Matt D[redacted], what happened. At this time, and over the course of a week, he gave me three different stories as to how and when the noise happened. Carmax initially suggested they diagnose the issue at their location, which they did by one of their mechanics on September 3rd...and told me it was the Clutch Plate. They told me to leave my vehicle there at Carmax until Monday September 5th for further diagnosis because their "real" service department was closed, and that my vehicle was unsafe to drive off the lot. At this time, Matt offered alternate transportation...first a Carmax loaner (that happened to be unavailable because the service department was closed), then a rental (at my cost, which I declined), and last a rental (at their cost).Matt, from Carmax called me on Monday, September 5th and told me that they were unable to diagnose my issue, and because of that, they would send it to a third party shop that they normally deal with. I specifically asked "who will be paying this bill". Matt agreed that they will pay for the tow there and back, as well as pay for the diagnostic at [redacted] to "find out what exactly the issue is and how much it would cost." Matt also stated that after we know what was broken, and how much it would cost to repair my [redacted]...that we would then decide who would pay the repair bill.On Thursday September 8th, [redacted] did their basic initial diagnosis, and Randy informed me (including Carmax) that they could not determine exactly what the issue is, nor how much it would cost because of the configuration of my vehicle. Randy, from [redacted] then informed us that it would require about a 7 hour job to properly diagnose the issue (tear it down) and get us a price on repair, at a cost of about $800. Without doing the 7 hour process, according to Randy he could not tell Carmax, nor us what is broken, where the noise is coming from, and/or how much it would cost to fix. He also could not determine fault in his opinion at that time because he did not know what was actually broken or how it broke. After relaying this information to Matt, Carmax said that they did their part by providing the initial diagnostic service...and that they would not pay any more money to [redacted] because they do not feel that they are at fault based on an assumption of what could be broken. I asked to speak to a manager. On September 9th, while speaking to John D[redacted], the Operations Manager at Carmax, I informed him that Carmax still has not satisfied their part of the deal, which was to provide me with a diagnostic informing me exactly what is broken, and how much it would cost. I also learned from John D[redacted] during this conversation, that the alternate transportation I was initially promised during this ordeal was not real. Matt offered me a loaner vehicle on September 3rd, which apparently I could never have had according to John because I am not a "Carmax customer" (which I didnt find out until September 9th). I was also offered a rental car at my cost, which I declined seeing as though the initial offer for the loaner vehicle was free. They then offered to pay for the rental when I picked up my [redacted], as long as I brought in the receipt. John D[redacted] informed me that this also was a lie. He told me that I would have had to pay for the rental, send the invoice to Carmax Corporate, and then it would take almost two months for them to approve it and send me a check in the mail. At the end of this conversation, John told me that he would discuss this entire issue and inconvenience with his other managers, and contact me on Monday, September 12 with an answer to how we will settle.On September 12, John D[redacted] and Matt both contacted me on conference call. John stated that he and the managers concluded that they will not be responsible for any other fees associated with my vehicle because he could not understand how my vehicle could possibly have been broken during their test drive. He also stated that even if this wasnt the case, he could not authorize any repairs of this magnitude of cost. It would have to come from higher up. When I requested the "higher up" contact information, he refused and directed me to Carmax Customer Care 800 number. On September 12, 2016 I authorized [redacted] to complete the full diagnostic test to find out what was wrong with my [redacted], although Carmax says I never authorized that action as of September 20th. It is my position, that Carmax at least owes the $800 fee for the full diagnostic test/tear down because that is the only way to find out what the issue with the car was, and how much it would cost to repair. This is what Carmax promised to me prior to shipping my car to [redacted], and this is what should be paid. It is also my position that had Carmax not driven my vehicle knowingly making a loud and horrible noise (according to Matt he heard the noise prior to driving it), that the damage occured would not have been as extensive as it ended up being. I have reached out to Carmax multiple times. I also have reached out to the provided phone number and extension on this Revdex.com reply letter from Carmax and left a message. Its been a week and I still have not heard from anyone. Thank you for allowing me to provide my rebuttal, and provide to more accuurate information. I can always be reached directly at [redacted].
 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11632231, 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]
The response from Carmax does not resolve the issue at hand. I spoke with [redacted] the owner of [redacted] and his answer is the problem will come back in a year or sooner and that he told Ashley at Carmax that the correct way to resolve this is to replace the whole entire hatch. What I feel that they are wanting to do is basically put a bandaid on the problem to get me out of there hair.  I asking for the problem to be fixed the correct way and issue a statement guaranteeing that my vehicle is not a flood vehicle.  [redacted] D&T body shop showed me both estimates showing the bandaid repair and the correct way to repair and said he gave both of them to Carmax.  [redacted] also explained that he never would have given both estimates if it wasn't a major issue and that if it could be solved by just painting it. According to Carmax standards and philosophy this vehicle should have never made there lot as a sellable vehicle. I'm not asking for a full replacement of the vehicle just the hatch to be replaced and letter guaranteeing that it has never been in a flood.  I do appreciate your time helping me resolve this issue.

December 30, 2014
Roman"> 
[redacted]
Revdex.com
 
 
RE:  [redacted]
        2006 [redacted] VIN [redacted] (“the Vehicle”)
 
Dear Ms [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] California,
(“CarMax”) on 08/03/2014.  Mr. [redacted] is requesting that CarMax pay for Quality [redacted] to break down the Vehicle’s transmission.
 
Mr. [redacted] brought the Vehicle into CarMax on or about 8/18/2014.  Mr. [redacted] stated there was a rattle in the gear shift which CarMax was unable to duplicate.  Mr. [redacted] returned the Vehicle on or about 09/01/2014. At that time the issue was evident and was repai[redacted]. 
 
After driving approximately 6600 miles, Mr. [redacted] returned on 11/21/2014 with a new noise coming from the rear of the Vehicle. CarMax sent the Vehicle to Quality [redacted] and paid for a diagnostic on the new noise as well as a weather stripping issue. CarMax also provided Mr. [redacted] with loaner vehicles and paid for his rental car.  No further repairs were made because it was determined that this concern requires a tear down by the [redacted] dealership to determine the cause.  This tear down must be authorized by Mr. [redacted].  If, during the diagnosis it is determined that wear and tear did not cause the damage, Mr. [redacted]'s MaxCare Extended Service Plan will cover the cost, minus his deductible. If it's determined that wear and tear caused this issue, this repair will not be cove[redacted] by the MaxCare Extended Service Plan.
 
CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaint. Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

11/24/2014
0in 0in 0pt 9pt;" class="MsoNormal">[redacted]
Revdex.com
[redacted]
[redacted]
RE:  [redacted]
        [redacted]  [redacted] (“the Vehicle”)
Dear [redacted],
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted], [redacted] (“CarMax”) on 11/03/2014.  [redacted] is requesting to return the Vehicle.
[redacted] returned the Vehicle on or about 11/13/2014.  He elected not to purchase another vehicle.
CarMax appreciates the opportunity to respond to this complaint.  We consider the complaint resolved. Please call me at [redacted], extension [redacted], if you have any questions.
Sincerely,
[redacted]
CarMax 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.
Regards,
[redacted] The information that was stated is not true. I had a call on the 10th concerning my repair. I was never never contacted on the 4 of Nov with a repair notice. I have the recording on all phone called on my phone. I can prove that this is not true. These statements are lies. I even spoke to a person named Jeff who stated he would call me back I never received a call. I informed car max of car pulling to the left two days of having auto.. I received no call from Jeff. I received a call from rep. I took car only to find parts for repair was not complete and auto is still not fixed. The alignment is not right and now it pulls to the right. Gas door on auto is still not repaired. I have a new appointment for 12/1/16. I spoke to customer that got an appointment for next day I've been waiting over 30 days for repair on on my auto.. IS THIS A [redacted] PROBLEM. Is it my name or because I made a complaint?????. What ever it is I paid for a car before repaired were made ...and once carmax gets payment your a past customer...

August 8, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted]
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
[redacted]  [redacted]
[redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on July 29, 2014 regarding a [redacted] (the “Vehicle”), [redacted] that was purchased at the CarMax store located in [redacted] (“CarMax”), on or about June 28, 2014.  [redacted] requested in her desired settlement that CarMax replace the Vehicle with one that is the same year, similar in mileage, and equipped with same exact features.
On or about July 24, 2014 [redacted] brought the Vehicle to CarMax for them to check for frame damage.  During this visit CarMax confirmed the Vehicle had frame damage.  CarMax guarantees our used vehicles are free and clear of frame and flood damage.
CarMax is currently working with [redacted] to resolve her concerns.  CarMax has presented [redacted] with options for resolution and is currently waiting for her decision.  
CarMax appreciates the opportunity to respond to this complaint and considers this matter as being resolved.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
[redacted]

May 13, 2015
 
[redacted]
Revdex.com
720Moorefield Park Drive Suite 300
class="MsoNormal">Richmond, Va.  23236
 
Re: [redacted]
 
Dear Mrs. [redacted],
 
Thank you for forwarding the complaint received in your
office from Mrs. [redacted] regarding the [redacted], VIN
[redacted](the “Vehicle”) that she paid to have transferred to the
CarMax location in Boynton Beach, Florida on or about April 7, 2015.  In this complaint, Mrs. [redacted]
Is requesting that the transfer fee be refunded to her
credit card.
 
As stated in the complaint, Mrs. [redacted] paid to have the
Vehicle transferred. After paying the transfer fee, Mrs. [redacted] had concerns
because the battery in the Vehicle (which is an electric car) was reading nine
bars instead of 10. According to industry specifications, it is normal for the
battery to read nine bars and the quality of the vehicle not be impaired. As a
gesture of goodwill, CarMax decided to refund the transfer fee to Ms. [redacted]’s
credit card on or about April 27, 2015. 
 
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

August 25th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE: [redacted]a Mrs. [redacted],     ...

      Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding his purchase of the Vehicle from CarMax of Los Angeles, CA (“CarMax”) on October 8th, 2015. At the time of purchase, Mr. [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 60 months or until the Vehicle exceeded 150,000 miles with a deductible of $100.00. In his complaint, Mr. [redacted] requested that CarMax address repair the Vehicle's current concerns at no cost to him or for the cost for these repairs to be completed elsewhere.        CarMax spoke with Mr. [redacted] on or about August 18th, 2016, regarding his request to repair or replace the water pump and thermostat. During that conversation, CarMax advised Mr. [redacted] that these repairs may be covered under the terms of his ESP. CarMax also spoke with the repair facility who agreed to submit a claim through Mr. [redacted]’s ESP provider. CarMax has had no further communication with Mr. [redacted] since this conversation, but would be glad to discuss any remaining concerns that he has at [redacted]Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]Analyst, CarMax 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 have NOT received any payment from Carmax.  The offer says they mailed a check January 16.  I have not received any correspondence or payment from them.  I would be happy to accept the check and resolve this complaint, but I have not received anything.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am still in the process of trying to get a solution to solving the problem.  If not, I will have to surrender the car which is not what I prefer.
 
Thanks again.
[redacted]