CarMax , Inc.

March 9, 2015

class="MsoNormal"> 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MRS. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in your office from Mrs. [redacted] regarding the [redacted], [redacted] (the “Vehicle”) that was purchased on or about February 15, 2013 from the CarMax store located in [redacted], Arizona (“CarMax”).  In this complaint Mrs. [redacted] is requesting reimbursement for past service provided.
According to our records, Mrs. [redacted] came to CarMax on or about January 27, 2015 with a concern that the Vehicle was losing oil.  CarMax found no leaks, only low oil levels, and recommended an engine compression test.  Mrs. [redacted] declined the test.  Mrs. [redacted] returned to CarMax on or about January 30, 2015 and authorized CarMax to send the Vehicle to a [redacted] dealership to have the engine compression test performed.  The compression test results showed normal performance.  CarMax recommended Mrs. [redacted] begin oil consumption tests.  CarMax asked Mrs. [redacted] to bring her vehicle back to CarMax every 500 miles to measure the oil levels, or if the oil light came on.  CarMax serviced the Vehicle again on or about February 25, 2015 and found the oil level consistent with the mileage driven.  CarMax completed an oil change and requested Mrs. [redacted] return with the Vehicle after driving another 1,000 miles.
CarMax is declining the settlement request as set forth in the complaint.  Mrs. [redacted] should continue to work with Service Manager [redacted]l in reference to the complaint.  [redacted] can be contacted directly at [redacted] ext. [redacted].
CarMax appreciates the opportunity to respond to this complaint. 
 
Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
 
[redacted]
Analyst, Customer Relations

January 29,
2015
"Times New Roman",serif;">[redacted], Operations [redacted]
RevDex.com
[redacted]
Richmond,
VA 23236
RE: [redacted]
2008 [redacted] (VIN: [redacted]
(the “Vehicle”))
Dear Mrs.
[redacted],
            Thank
you for forwarding the complaint received in your office from Ms. [redacted] regarding
the Vehicle purchased from CarMax of [redacted], MD ("CarMax") on
December 11th, 2014.  In her complaint,
Ms. [redacted] shared several concerns on the Vehicle’s inspection as well as
appointment availability at CarMax.
 
CarMax
was aware of Ms. [redacted]’s concerns prior to receiving this complaint. CarMax’s
certified quality inspection does include reviewing motor mounts and struts. Ms.
[redacted] had stated the Vehicle failed a Virginia state inspection due to a
broken motor mount. At the time of CarMax’s inspection, all CarMax and Maryland
state standards were approved.
 
CarMax
does request the opportunity to address any concerns within the initial 30-day
limited warranty time frame. The motor mount and struts concerns were covered
under this warranty and repaired December 19th, 2014, at the [redacted],
VA CarMax location at no cost to the customer.
 
Any
further repairs on the Vehicle would be at the responsibility of Ms.
[redacted], as the 30-day limited warranty has expired. At this time, CarMax
will not be extending this warranty for any length of time.
 
Thank you
kindly for providing CarMax the opportunity to respond to this matter. 
Sincerely,
[redacted]
[redacted],
CarMax Customer Relations

April 9, 2014
[redacted]
[redacted]
[redacted]
Re: Complaint ID [redacted]
Dear [redacted]:
I am in receipt of the additional message in response to the complaint that was filed by [redacted], on March 22, 2014, regarding a [redacted] (the “Vehicle”), [redacted], that was purchased at CarMax in [redacted] (“CarMax”) on or about October 28, 2013.
[redacted] indicated in her complaint that the Vehicle was brought back to CarMax to address additional service concerns.  CarMax’s records indicate that the Vehicle has not been in for service since December 30, 2013.  However, [redacted] contacted the Service Department on or about February 26, 2014 to arrange for towing to an outside repair facility.
CarMax has reached out to [redacted] and agreed to keep her informed of any additional updates regarding the status of her registration.
CarMax appreciates the opportunity to respond to this complaint.  CarMax considers the gesture of goodwill the resolution to this complaint.
Sincerely,
[redacted]
Analyst, Executive Response Team

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 still have not received the refund check that Carmax agreed to refund me.  Can the Revdex.com assist in finding out why a refund check has not been issued?
Regards,
[redacted]

23 August 2014
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia  23236
Re:      [redacted]
            [redacted]  [redacted] (the “Vehicle”)
Dear [redacted]        
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] on 3 August, 2013.  In her complaint, [redacted] states that a [redacted] report indicates the Vehicle had been involved in a collision with a fence prior to her purchase, and alleges that the damage incurred resulted in a diminished value.  She requests that CarMax purchase the Vehicle from her for its original purchase price.
CarMax guarantees not to sell any vehicle with frame or flood damage.  CarMax management offered to have the Vehicle inspected by an independent party to confirm the integrity of the Vehicle and provide [redacted] peace of mind.  [redacted] refused this offer.
While CarMax is declining the settlement request as set forth in [redacted]’ complaint, CarMax would be happy to appraise the Vehicle and make an offer to purchase it at any time.
Thank you for the opportunity to respond.  If you have any questions, please contact me directly at ([redacted]) [redacted] extension [redacted]
Sincerely,
[redacted]
[redacted]

June 12, 2015 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va. ...

23236
 
[redacted]
 
[redacted]
 
Thank you for forwarding the complaint received in your
office from Miss [redacted] regarding the [redacted](the “Vehicle”)that she purchased on or about
September 11, 2014 from the CarMax store located in [redacted]  In this complaint Miss [redacted]
is requesting that CarMax help pay for a new transmission and radiator.
 
In May of 2015, Miss [redacted] contacted the CarMax store
located in [redacted] with concerns regarding the mechanical condition of
the Vehicle and her concerns that there was a class action lawsuit involving
her Vehicle. At that time it was explained to Miss [redacted] that CarMax would not
have been privy to that type of information involving the lawsuit against the manufacturer.  CarMax offered to look further into the
repair to see if we would be able to assist in possibly getting a better price.
After further consideration, as a gesture of goodwill, CarMax has offered to
reimburse Miss [redacted] 50% of the total invoice for the repair.  Miss [redacted] has accepted the offer and will
be providing a copy of the paid receipt.
 
CarMax appreciates the opportunity to respond to this
complaint. Please call me at (800) 519-1511
Extension [redacted], if you have any additional questions.
 
 
Sincerely,
 
 
 
[redacted]
[redacted]

Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They failed to address my concerns over their horrible credit and sales practices. Instead they once again focused attention on something that has nothing to do with anything just to avoid owning their mistakes. I guess this is what Corporate America teaches executives today: deny, deny, deny or just plain old play dumb. My complaint was specifically about their sales and credit practices in CA and they missed the mark by more than 110%. I'm convinced there isn't an intelligent being in that company. What a disaster! And by the way, to the stupid person who chose to respond and not comprehend the complaint, you may wish to go back to school to learn reading comprehension skills, because it's obvious you flunked that course. In addition, I took that Lexus back 5 days after I bought it. It has nothing to do with this complaint and neither does your CO location. What a serious waste of time! I demand that someone else with the sense and intellect God gave a fly address my concerns at that horrible company. This person is seriously incompetent!Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10229424, 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: [email protected].
Regards,
Myesha Mcmullen

[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]

[redacted]Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
class="MsoNormal">Re: [redacted]
 
 
Thank you for forwarding the complaint received in your
office from Mr. [redacted] regarding the
[redacted], VIN [redacted](the “Vehicle”) that
he traded in on or about
February 13, 2015 at the CarMax store located in Newport News,
Virginia.  In this complaint, Mr. [redacted] is requesting that CarMax admit that a mistake was made concerning the payoff
and release the title so that he may register his new vehicle.
 
CarMax admits that there was an error made on the
transaction involving the payoff amount. As a gesture of goodwill, CarMax has
written off the additional $2,893.00. Mr. [redacted] is no longer responsible for
this amount. CarMax has also released the title so that Mr. [redacted] will be able
to register his vehicle.
 
 
CarMax regrets any inconvenience that this may have caused
Mr. [redacted].  CarMax appreciates the
opportunity to respond to this complaint.
 
Please call me at [redacted], extension[redacted], if you have
any questions.
 
 
 
Sincerely,
 
 
 
[redacted]Analyst, Customer Relations

October 22nd, 2014
[redacted]...

[redacted]
Revdex.com
[redacted]
Richmond, Virginia23219
[redacted] VIN: [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from the [redacted] regarding the Vehicle they purchased on July 18th, 2012 from the CarMax in [redacted] (“CarMax”).  In their complaint, the [redacted] state that they believed they could refinance their purchase after a year of making payments and made the decision to purchase based on this belief.  As they are unable to refinance the Vehicle, they are requesting that CarMax take return of the Vehicle and satisfy the lien.
CarMax is only able to provide financing options at the point of sale.  While it may be possible to refinance, CarMax is unable to broker such transactions.  In addition, CarMax has never been able to make any finance decision or influence any transaction on behalf of a customer. 
The Senior Management Team at CarMax was unaware of the [redacted]’ concerns prior to receipt of this complaint.  CarMax invites the [redacted] to call the Senior Management Team [redacted] to discuss their concerns further and suggest any options that may be available, including appraising the Vehicle and making an offer the purchase it.  However, CarMax declines to take return of the Vehicle as it is outside of the 5-Day Money Back Guarantee. 
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]

April 10, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MRS [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mrs. [redacted] regarding the [redacted], [redacted], (the “Vehicle”) that was appraised on or about March
13, 2015 at the CarMax store located in Kearny Mesa, California (“CarMax”).  In this complaint Mrs. [redacted] is
requesting for CarMax to pay for the Vehicle alarm to be fixed.
According to our records, the Vehicle key fob was not
working properly when Mrs. [redacted] and her husband brought the Vehicle in to
be appraised.  Because the key fob was
not working properly, the alarm was not working properly.  The CarMax appraiser noted that the key fob
was broken before starting the appraisal.  
CarMax did inform Mrs. [redacted] and her husband that CarMax was not
responsible for the failing component, or the repair. 
CarMax is declining the settlement request as set forth in
the complaint, and considers this complaint closed.
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

27 May 2014

[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 San Antonio on 22 April, 2013.  In his complaint, [redacted] shares his frustration with a recent repair experience and expresses concern about coverage under the terms of his [redacted] (“[redacted]”).  He requests that repairs be made to the Vehicle at no cost to him.
CarMax service manager [redacted] provided [redacted] with an additional copy of the [redacted] and an explanation of coverage under the plan.  Additionally, he extended the offer to split the cost of the repairs as a gesture of good will.  [redacted] accepted that offer.
CarMax believes this matter to be resolved to [redacted] satisfaction, and appreciates the opportunity to respond.  If you have any questions, please contact me directly at [redacted] extension [redacted].
Sincerely,
[redacted]
CarMax Customer Relations

March 17, 2015
 
Devan Mann
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MS. [redacted]
Dear Mrs [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Ms. [redacted] regarding the [redacted], [redacted] (the
“Vehicle”) that was purchased on or about July 31, 2012 from the CarMax
store located in Hartford, Connecticut (“CarMax”).  At the time of purchase, Ms. [redacted] did buy
the MaxCare Extended Service Plan (“MaxCare”) valid for a period of 72 months
or 100,000 miles, whichever occurs first. 
In this complaint, Ms. [redacted] is requesting the Vehicle be repaired.
Ms. [redacted] advised CarMax about concerns of the Vehicle
leaning to the left and a burning smell on or about January 19, 2015.  CarMax serviced the Vehicle on or about
January 22, 2015 by replacing ride control components, oil filter housing,
engine cooler gaskets and engine pulleys and tensioners.  All repairs were covered under MaxCare.  Ms. [redacted] brought the Vehicle back with
concerns of the Vehicle leaning to the left on or about February 3, 2015.
CarMax replaced the rear air springs under MaxCare and waived the deductible as
a gesture of goodwill.  Ms. [redacted]
advised CarMax of suspension noise and a burning smell on or about February 25,
2015.  CarMax’s diagnosis was a leak in
the valve cover gaskets.  At that time,
MaxCare had expired due to the Vehicle odometer reading over 100,000 miles.  Ms. [redacted] declined any recommended repairs
on the Vehicle.  CarMax advised Ms.
[redacted] we would pay for a diagnosis if she took the Vehicle to a [redacted] Dealership for a second opinion as a gesture of goodwill.  CarMax received documentation that a second
opinion was given by [redacted] advising that the compressor for the ride
control module failed due to corrosion. 
The cost of this diagnosis was covered by CarMax as previously offered.
CarMax considers the settlement request as set forth in the
complaint resolved with the aforementioned gestures of goodwill.  CarMax is offering to provide a quote of
repair costs and perform any necessary repairs to the Vehicle at Ms. [redacted]’s
expense.
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

[redacted]

class="MsoNormal">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
Re: [redacted]
Dear [redacted],
Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted] (the “Vehicle”) that she purchased on or about February, 11th, 2014 from the CarMax store located in [redacted] (“CarMax”).  In this complaint, [redacted], is requesting to receive a refund of both her down payment and any money paid toward the Vehicle.
The Vehicle is outside of the CarMax Limited 30-Day Warranty period.  A repair claim for the alternator should be submitted to the Extended Service Plan (“MaxCare”), administered by [redacted], that [redacted] purchased.  MaxCare does cover towing up to $100 as long as the repair is submitted to and approved by [redacted].  [redacted] purchased the MaxCare plan with a $250 deductible at CarMax and $300 deductible at any [redacted] certified repair facility for covered repairs.  [redacted] may use the MaxCare plan at any CarMax location or [redacted] certified repair facility.  [redacted] should contact [redacted] at [redacted] for more information about filing a claim and her Vehicle coverage. 
CarMax is declining the settlement request as set forth in the complaint.
CarMax appreciates the opportunity to respond to this complaint. 
Please call me at [redacted], extension[redacted], if you have any questions.
Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

I purchased a 2011 Toyota Tacoma from CarMax Hickory NC, around June 2015 the salesman tells me it might need a front end alignment, he said he purchased a car there as well and it needed one.

Sure enough the front end was out of alignment, from it back to car max the mechanic was having a problem getting it lined up, took forever. Afterwards it was still out of line, so I took it to the Toyota dealership were I found out it had an open recall.

They lined it up the best they could but it was still out of line. Was told it apparently being in a front end collision something CarMax failed to disclose

The main problem I am complaining about is how CarMax conspired with Santander to deflate fraudulently my credit score in order to inflate the interest and monthly payment.

Santander sets you up to fail, over charges interest to make them look enticing to investors on Wall Street. At the same time CarMax gets kick backs ETC.

Plus CarMax inflates the cost of the vehicle so it's a win win situation for them and Santander.

But a lose lose situation for the consumer. Santander gets money from trade in plus you pay on the vehicle until Santander repos it.

You see the picture. I'm in the process of drafting a complaint to file in Federal Court naming the CarMax & Santander the Defendants, Santander is no stranger in the Court.

They have been sued time and time again. Federal Government has even sued them. I may file it as a Class Action. Haven't decided just yet. But I'm close to been done drafting my complaint which can take some time, it has to be right.

Review: I bought a [redacted] from CarMax on April 25, 2016. It had 13,120 miles on it and seemed like a good vehicle.

In the last week, I noticed that the headlight on the vehicle started leaking water. So I took it to [redacted] (the [redacted] dealer) to get a warranty repair done on it. When they looked into it, they told me that the headlight was leaking because the vehicle was involved in an accident and was not repaired correctly. The front panel on the frame was bent so the light was not properly installed and was leaking and will eventually cause a short. So the [redacted] dealer could not get the light back on right. When CarMax fixed it, they used a screw to screw the light onto the panel so it would look like there was no damage. The 3 year/36000 mile warranty is basically void because of the accident that CarMax hid

So I took the vehicle to CarMax and they told me that they did not cause the damages and therefore I am responsible for the damages on the vehicle. They stated that they didn't sell the vehicle with the light installed with a gap. The gap was because the light was incorrectly installed because of the bent panel on the frame. Basically, CarMax sold me a salvage or junk car and the Autocheck and Carfax reports show no accidents.

So I did a search on the vehicle and found the following websites and [redacted] screenshots of it

[redacted] - shows a collision on the vehicle at 7,869 miles (before I bought the vehicle) [redacted] - shows a collision on the vehicle at 7,869 miles with damage on the left side and frame damage

I also took pictures at the [redacted] dealer to show the damages that they showed me and I can send those.

Now because of this, it would make me lose equity on the car so I can't sell it because there is negative equity. And the damages which they don't want to take responsibility for are very high cost.Desired Settlement: I want a full buy back from CarMax plus $300 for tinted windows that I installed on the vehicle. I will do not want a trade in for a different vehicle from this company because of their shady business practices

Business

Response:

August 29, 2016

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID [redacted]

Dear Mrs. [redacted]:

Thank you for forwarding the complaint dated August 20, 2016 regarding

the Vehicle purchased from the CarMax store located in Houston, Texas

(“CarMax”) on or about April 25, 2016.

Please be advised that Mr. [redacted] has filed a similar complaint

with CarMax’s Legal Department, dated August 23, 2016. CarMax’s Legal

Department sent Mr. [redacted] a written response to his complaint today via Federal

Express.

Should Mr. [redacted] have additional questions or concerns, he may

contact Jeanne K[redacted] in CarMax’s Legal Department, at [redacted]

We, again, thank you for bringing this matter to our attention and

allowing us the opportunity to respond.

Sincerely,

Nekia W[redacted]

Consumer

Response:

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 sent the [redacted] letter to CarMax showing proof that they sold me a wrecked vehicle. The vehicle was wrecked at 7,869 miles. They purchased the vehicle from a Salvage auction knowing it was a wrecked vehicle in San Antonio, TX and did not disclose this information to me. The vehicle is not being repaired by the [redacted] dealer under warranty because CarMax did shoddy repair job on the wrecked vehicle.

Their legal department stated that they are not responsible for the damages and will not give relief on this although they advertised the vehicle with a 3 year/36000 mile manufacturer warranty. They did not state that the warranty will not cover repairs because they decided to do sales fraud.

Regards,[redacted]

Business

Response:

September 16, 2016

Review: I purchased a car from carmax in 8/2015 at the time I asked for the carfax and I was provided with an autocheck report and I was told that it’s the same if not even better then carfax. The autocheck report didn’t show any history of accidents or damages prior to 8/2015. One week after I took the car home I started noticing a lot of drivability issues and I contacted carmax to check whats going on with the car. I was told to bring it back for service. After the 4th time at carmax service department I decided to take the car to a certified [redacted] dealer for diagnosis and repair. The dealer found a lot of mechanical issues with the car and contacted warranty to approve the repairs. I recently took the car back to [redacted] dealer for more issues and to my surprise I was told and shown a carfax with an accident and damage reported to DMV in 2012 that Carmax didn’t disclose to me. I contacted Carmax in Modesto CA and spoke with the sales manager named Chase. He told me that there is nothing carmax can do for me at this time and I have to deal with my problem on my own.Desired Settlement: I would like Carmax to take back their car and pay off the remaining of the car loan.

Business

Response:

August

23, 2016

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

Dear

Mrs. [redacted],

Thank

you for forwarding the complaint received in your office from [redacted] regarding

the Vehicle purchased from CarMax of Modesto, CA (“CarMax”) on August 2, 2015.

In the complaint, Mr. [redacted] states that the Vehicle has had multiple service

concerns since the time of purchase.

Additionally, Mr. [redacted] states that he was advised that a CarFax Report

shows an accident on the Vehicle, prior to his purchase from CarMax. Mr. [redacted] requests that CarMax buy back the

Vehicle for the remaining amount owned on the loan.

CarMax’s

records indicate that Mr. [redacted] brought the Vehicle to CarMax for service on or

around August 4, 2015. CarMax completed

the necessary repairs, which included a tire inflation service, front brake pad

replacement and front rotor resurfacing.

On or around August 7, 2015, Mr. [redacted] brought the Vehicle back in for

service stating an additional brake concern.

CarMax replaced the front brake pads with Original Equipment, and

machined the front rotors.

In

regards to concerns related to the Vehicle’s history, CarMax’s sales process

includes reviewing an AutoCheck Vehicle History Report (“AutoCheck Report”) for

each vehicle prior to purchase. At the

time of sale, CarMax ran an AutoCheck Report on the Vehicle and identified that

there were no accidents reported. After

receiving this complaint, CarMax ran an additional AutoCheck Report on the

Vehicle and verified that there were no new details indicating impact to the Vehicle. CarMax later verified an incident dated December

5, 2012 on the CarFax Report.

While

CarMax cannot verify the accuracy or completeness of any report, they would be more

than willing to contact CarFax or

AutoCheck to clarify or correct any inaccurate reportings. In addition, CarMax does not guarantee an

accident-free vehicle. However, it is a

guarantee of CarMax’s to not sell a salvaged, flooded or frame-damaged vehicle.

Based

on the above, CarMax declines Mr. [redacted] request to buy back the Vehicle but would

be happy to provide him a free written offer for the Vehicle if he would like

to sell it.

CarMax

appreciates the opportunity to respond to this complaint.

If

you have any additional questions or would like to discuss this concern

further, please contact me at [redacted]

Sincerely,

Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

Consumer

Response:

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.

Carmax sales rep assured me that the car in question had no accident on both carcheck and carfax at the time before I decided to go forward with the deal. I would like carmax to take responsibility for this matter.I would consider $18000 towards the car loan instead of the $15000 I was offered when I took the car for an appraisal to be payed and I will pay the remaining balance.I also want carmax to contact carfax and carcheck to make the necessary correction. If carmax advertises that consumer satisfaction is their #1 priority they should step up and make this right for their repeated costumers.

Regards,