CarMax , Inc.

Review: I paid $899 to have a car brought from Illinois to Oregon. I was told over the phone that I would be given top dollar for my trade in but I was very disappointed with their offer. They would not offer something fair for my trade in. They also would not refund my $899 for having the car brought from Illinois. I left without a car or money. I drove 4 hours to the CarMax dealership and drive another 3 hours home very disappointed. I need my money back.Desired Settlement: A check mailed to me in the amount of $899

Business

Response:

July 19th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE: Juan [redacted]Dear Mrs. [redacted], Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding his attempt to purchase the Vehicle from CarMax of Beaverton, OR (“CarMax”). In his complaint, Mr. [redacted] requested reimbursement of the $899 transfer fee that he paid CarMax charged for the Vehicle transfer. CarMax initiated the transfer of the Vehicle from Tinley Park, IL to Beaverton, OR on approximately June 11th, 2016. The Vehicle arrived well within the 28-day time period communicated to Mr. [redacted]. At the time the Vehicle arrived, CarMax completed an appraisal on a vehicle Mr. [redacted] wished to trade in for the Vehicle. A competitive offer was made however Mr. [redacted] declined CarMax’s offer. CarMax will not be participating in Mr. [redacted] requested settlement as the transfer fee is a non-refundable charge used for the transport of the Vehicle to a location more convenient for Mr. [redacted]. Additionally, CarMax does not make or guarantee the amount of any appraisal offer over the telephone.If Mr. [redacted] has any questions about this offer, he is welcomed to contact me at [redacted], ext. [redacted]. Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]

Review: Good morning. My name is [redacted] and I purchased a [redacted] in February rhis year. I took my car for an oil change in June and was told that my transmission fluid, brake fluid and ac filter needs to be changed. I called CarMax on NW Freeway and spoke with delain on June twenty first and was told that they do an inspection on the car prior to purchase and any problems they noticed would be fixed. She told me that they could go half on the service and I declined. When my issue was not resolved I asked to speak with a supervisor and was told one would call me back. No one has called me back. I also send a text message to Jorge the sales rep and was told to take my car to the location on the Southwest Freeway since it was closest. I have not taking my car to the Southwest Freeway location due to speaking with John in the service department and being told that there was nothing they could do in regards to paying for the repairs do to the thirty day warranty. The sticker in my window from CarMax shows that the oil was last changed year. Please also keep in mind my car was purchased after the service department was closed.I should not be responsible for the repairs due to your one hundred and twenty five point inspection. If the car was truly inspected these issues would have been noticed.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I would like to have my car serviced and checked. This is something that should have been done to my car prior to purchase. I do not want to deal with anyone on the NW Freeway or SW Freeway location or carmax period if possible.

Business

Response:

Dear Mrs.

[redacted],

Thank you

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

the Vehicle purchased from CarMax of [redacted] (“CarMax”) on February

23, 2016. In the complaint, Ms. [redacted] states

that upon having the Vehicle’s oil changed, she was advised that the

transmission fluid, brake fluid and A.C. filter needed to be changed. Ms. [redacted] requests that CarMax cover the

cost of a vehicle inspection and any needed service thereafter.

On or

around June 28, 2016, a manager spoke with Ms. [redacted] about the service

recommendations mentioned in this complaint.

The manager also contacted the dealership which made the service

recommendations – in order to learn more about the Vehicle’s diagnosis. Based

on this discussion, CarMax agreed to replace the cabin filter at no charge to Ms.

[redacted]. In addition, CarMax agreed to complete

a fluid inspection on the Vehicle, and also arranged to have any needed work

completed at a location more convenient to Ms. [redacted].

As of July

8, 2016, CarMax has not seen or heard from Ms. [redacted], but encourages her to

contact the Southwest Freeway location to arrange a service appointment to

complete the agreed upon service and inspection.

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] ext.

[redacted].

Consumer

Response:

[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.]

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,

Review: I made arrangements to receive an appraisal and possibly sell my 2005 mustang to Car Max. The previous day I had the car inspected for the same purposes with [redacted]. Both inspections found the car in perfect working order. Yet mysteriously when I declined their offer and eventually got my keys back the car was no longer functioning. They said "sometimes cars just suddenly break and its your car and your problem" " [redacted] happens" . When I said the car was in perfect working order when I brought it in they claimed they had video of the test drive and inspection. I asked to see the video and the sales manager then confessed no such video existed. They refused to diagnose what had happened to the car without me paying a $110 per hour diagnostic fee and told me the inspection would take several hours. I am now having the car towed to be looked at by my mechanic. His statement is that it is likely the inertia switch from them locking up the breaks at a high speed. The manager refused to accept any responsibility for what happened to the car while in their possession and said that I couldn't prove they damaged the car.Desired Settlement: I would like them to pay for the towing of my car and repair of the damages they caused.

Business

Response:

August 10, 2016

Review: Went into location and was approved by Andrae and the sales managers signed off on paper work. Down payment of $1000 was paid and drove away with the car. I had the car for a week + and gets a call from a sales manager stating that the car needs to be returned and that a check will be mailed to me. This contract was signed in the office that I was approved for the car, this business did not operate ethically with the purchase of this vehicle. This puts me at an inconvenience because learning that I was approved I sold my vehicle and purchased insurance on this vehicle that Drae and the finance company says that I was approved for. I dont know how I could sign finance paperwork that states my monthly payments and contracts if I was not approved. I have spoken to my attorney about this as he states that this was not the appropriate way of handling a contract of a car. How can you tell someone they are approved and call a week after them having the vehicle to say otherwise. Why wasnt this contract fully looked over. Drea and sales team was provided check stubs and all the information that they asked for so how did the sales manager sign off with approval. Because of the lack of further due diligence of Carmax's behalf and the inconvenience that this has caused, as stated I have sold my vehicle, paid for insurance on this car. I am looking to speak with someone regrading this issue and how this could be rectified in the appropriate manner,

I have finance paperwork showing that I was approved by all parties.Desired Settlement: Contact by business,

Compensation for loss of primary vehicle because was told and have paperwork that I was approved for vehicle

Compensation of insurance payment

Business

Response:

July 19th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236[redacted]Dear Mrs. [redacted], Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding his purchase of the Vehicle from CarMax of Milwaukee, WI (“CarMax”) on June 22nd, 2016. In his complaint, Mr. [redacted] requested that CarMax contact him regarding his experience and compensate him for the loss of a primary vehicle after being approved for a purchase of the Vehicle. On approximately June 30th, 2016, CarMax was advised that the agreed upon contract between Mr. [redacted] and [redacted] would not be guaranteed due to inconsistencies found in contract stipulations. At that time, CarMax informed Mr. [redacted] that he would need to return the Vehicle or find alternative financing options.Despite repeated attempts to contact Mr. [redacted], CarMax has been unable to reach Mr. [redacted] since approximately June 30th, 2016, when this was first discovered. Considering Mr. [redacted] has not communicated any updates related to alternative financing, CarMax entered the Vehicle in repossession status on approximately July 15th, 2016.CarMax Credit and Collections department would be happy to speak with Mr. [redacted] regarding his experience and he can contact them at [redacted] CarMax will not be participating in any reimbursement of Mr. [redacted] insurance payment considering any payment made would have been at Mr. [redacted] discretion.Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]

Review: I purchased my car March 3,2016. I took the car to [redacted] Dealership to make sure everything checked out. The service center informed me that the front 2 tires are a different size than what's on the specifications for the vehicle. I contacted carmax service center and they refused and said they were correct. Now, after several alignments and tire balancing the tires need to be changed to improve safety, performance and ride. Carmax refuses to replace the tires and continues to insist that they are correct.Desired Settlement: I just want my tires replaced with the correct size

Business

Response:

June 8th,

2016

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

(VIN: [redacted] the

“Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Mr. [redacted] regarding his purchase of the

Vehicle from CarMax of [redacted] (“CarMax”) on March 2nd, 2016. In

his complaint, Mr. [redacted] states that the tires on the Vehicle are the incorrect

size and type and requests CarMax replace the tires on the Vehicle with the

correct size.

CarMax

was aware of Mr. [redacted] concerns prior to receiving this complaint. On

approximately March 23rd, 2016, Mr. [redacted] brought the Vehicle to

CarMax with the same concern regarding the tires on the Vehicle.

CarMax

inspected the tires and noticed that the tires matched the manufacturer’s specifications

for size and type. At that time, CarMax communicated this with Mr. [redacted].

During this inspection, CarMax also completed a tire rotation and found the

tires to meet state inspection standards.

CarMax

would be happy to replace the tires on the Vehicle per Mr. [redacted] request;

however, that would be at the expense of Mr. [redacted]. If Mr. [redacted] has any

further questions regarding this concern, he is welcomed to contact me at

[redacted] ext. [redacted].

Thank you for providing

CarMax the opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Review: My family vehicle has broken down and covered under a CarMax warranty. I paid extra to have a $0 deductible to take to a CarMax location for service. The car had to be dropped off at the location as it is not in working condition due to a mechanical malfunction. I waited until 2 pm the following day and did not hear back from CarMax. I called and was told they could not look at it until Friday. (5 Business days later) I expressed that this is my family vehicle and can't transport my family of 6 in my other car. Was told there was nothing they could do other than take it somewhere else, however there will be additional cost for deductible. I could also get a rental car under my warranty but they could not determine if it was covered under the warranty until they looked at it on Friday and it would be out of pocket cost for me.

I asked to speak with a manager and received a call back. I received the same story and was told I was lucky to receive service on Friday as they have had a 2 week backlog on service. I expressed they could not fulfill their advertised and promised service and I was being punished for a staffing issue on their part. The manager spoke to me in a condescending and patronizing manner.

I called the corporate office and was told the store could give me a loaner and they would follow up. On follow up, the story changed and they could not provide me a loaner as the store manager (whom I had spoken with) was unwilling to provide.

I asked to escalate further and Sam with the corporate office refused to allow me to speak with anyone else as he was the one who could help me although he has told me nothing any different than everyone else.

At this point, CarMax has advised my only option is to pay extra to go somewhere else, pay to rent a car, or wait for them. They are not able to honor their commitments in a timely manner and refuse to assist in any other way.Location: Chattanooga, TNMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Repair my car in a timely manner or provide me a loaner or rental vehicle due to their inability to provide the promised service in a timely manner.

Business

Response:

May 18, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. [redacted]

Complaint ID [redacted]

2010 [redacted]

[redacted], VIN: [redacted] (the “Vehicle”)

Dear Mrs. Mann:

Thank you for forwarding the complaint dated May 3, 2016 regarding

the Vehicle purchased from the CarMax store located in Chattanooga, Tennessee

(“CarMax”) on or about December 14, 2014.

Mr. [redacted] dropped off the Vehicle at CarMax on Sunday, May 1, 2016, and

expresses concern about CarMax’s appointment availability for its repair. Mr. [redacted] requests in the desired

settlement for CarMax to repair the Vehicle in a timely manner, or to provide a

replacement vehicle while repairs are completed.

Mr. [redacted] did not have an appointment scheduled for the repair,

and dropped off the Vehicle on a Sunday when the Service Department was closed.

CarMax informed Mr. [redacted] the

following day that the first available appointment would be on Friday, May 6,

2016, but advised that they would attempt to fit it in earlier. On May 3, 2016,

CarMax diagnosed the vehicle as having a broken cooling fan relay. CarMax

communicated with Mr. [redacted]’s Extended Service Plan provider to confirm that

the repair was covered, and also secured two days of rental coverage for Mr.

[redacted]. On the same day, May 3, 2016, CarMax notified Mr. [redacted] of the

diagnosis and the covered rental vehicle.

CarMax has completed the repairs, and Mr. [redacted] is now in possession

of the Vehicle. Should Mr. [redacted] have

any further questions, he is encouraged to reach out to the Chattanooga Service

Team at (423)414-3500, Option 4.

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 1-800-519-1511 ext. [redacted].

Sincerely,

Stacie M[redacted]

Analyst,

Executive Response Team

Review: I got my car in March, they never transferred the tag and didn't want to call me and inform me that I would have to. So thinking nothing was I went to renew my tag. I couldn't do it because the car wasn't to the tag. So than I called Carmax of [redacted] and they told me that all they did was the title so I was like okay whatever and I went to the DMV and and the car isn't even my name when I have proof k paid for sown thing. And on top of all this I got pulled over for not stopping completely at a stop sign and got a ticket for Carmax not doing what they should have. Now I can't drive me veical that I'm paying for month by month.Location: [redacted] flMake: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Fix it all and fix it now

Business

Response:

June 10, 2016

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

[redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated May 31, 2016 regarding

the Vehicle purchased from the CarMax store located in [redacted], [redacted] (“CarMax”)

on or about March 7, 2016.

In her complaint, Miss [redacted] describes concerns with the

Vehicle’s tag and requests that CarMax resolve the registration concern.

Company records indicate that CarMax issued a temporary tag for

Miss [redacted] at the time of purchase, as she did not have a permanent plate

with her for the Vehicle. CarMax was unable to process Miss [redacted] plate

due to the status of her driver’s license. CarMax attempted to reach Miss

[redacted] by phone a number of times during her first thirty days of ownership.

On or about May 31, 2016, Miss [redacted] spoke with a Customer Relations

Analyst and a member of the Business Office management team at CarMax

[redacted].

CarMax worked with the appropriate [redacted] state regulatory

organization to assist with registration for the Vehicle. This information was

shared with Miss [redacted] on or about May 31, 2016. Company records indicate

that the Vehicle’s plates are now valid until the stated expiration month in

2017, as listed on the renewal sticker she received.

Should Miss [redacted] have any additional questions about the

paperwork for the Vehicle, she is encouraged to call CarMax [redacted] at [redacted]

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at [redacted], extension [redacted],

with any questions you may have.

Sincerely,

Kristina S[redacted]

Consumer

Response:

[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.]

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,

Review: I purchased my vehicle November 2013. I began having electrical problems in July 2014. the car would just shut down while driving and would not start again. This has happened more then four times. First two times they said it was the alternator which was replaced twice and the problem kept recurring. In November, 2015 it happened. In December 2015 it happened and they had my car for over 30 days. It has occurred again in June, 2016 and they have had the car since. I have called the Customer resolution number and spoken to [redacted] three times. I have had no resolution to this at this point. The car is unsafe to drive. they can't fix it. I have the CarMax warranty that I purchased with the vehicle.Desired Settlement: I want CarMax to repay me for the price of the car plus the warranty and any taxes and fees as well as car payments from time of first problem to now. I have routinely had to take my car to them for the same issue. they clearly did not inspect the electrical system per their "certification" process that they advertise and claim.

Business

Response:

August 9th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE: [redacted]Dear Mrs. [redacted], Thank you for forwarding the complaint received in your office from Ms. [redacted] regarding her purchase of the Vehicle from CarMax of Roseville, CA (“CarMax”) on November 27th, 2013. At the time of purchase, Ms. [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 72 months or until the Vehicle exceeded 150,000 miles with a deductible of $300.00. In her complaint, Ms. [redacted] requested that CarMax refund her the purchase price of the Vehicle and all payments that she has made since her purchase. Ms. [redacted] towed the Vehicle to CarMax on approximately June 22nd, 2016, with a no-start concern. At that time, CarMax took the Vehicle to a local [redacted] dealer to have a diagnosis completed. [redacted] replaced the inline fuses on the Vehicle to address the concern and then test drove the Vehicle on a daily basis for approximately four weeks to ensure the concern was resolved. The repair completed by the [redacted] dealership was covered under the terms of Ms. [redacted] ESP. In an effort of customer service, CarMax did not charge Ms. [redacted] her deductible charge. CarMax will not be participating in a return for the Vehicle as the return period that CarMax offers at the time of purchase has expired. In an effort of customer service, CarMax has agreed to honor an appraisal offer for the Vehicle from approximately January of 2016 in the amount of $10,000.00. CarMax would be happy to address any repair concerns that Ms. [redacted] may have under the terms of her ESP. If Ms. [redacted] has any additional questions, she is welcomed to contact me at [redacted], ext. [redacted].Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[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.

[Provide details of why you are not satisfied with this resolution.] I am not satisfied as I have had the same issue with this vehicle four times. Every time they do some nominal repair and then a few months later it happens again. I have had to have the car towed on four occasions, three to CarMax. they have sent it to [redacted] on more than one occasion. The car shuts down entirely. It's not simply a no start. It shuts down while it is being driven in the middle of the road/highway where ever you happen to be and will not restart. No power whatsoever, no power steering etc. So it shuts down in the middle of a busy street and becomes a sitting duck for the next car or truck to hit it. it is extremely unsafe. they say the have confidence it is now fixed, but they were confident it was fixed the last three times as well and it was not. It has come to my attention that there is now a class action lawsuit pending against [redacted] for these type of issues. I previously sent you a link to that information.

Regards,

Review: Had car seviced for motor mounts 01/16 aferwards I started having many other problems, breathing shaft and on 04/16 motor mounts again. Two weeks later car was returned to Carmax with transmission problems, now after picking up my car on 04/25/16, I notice a loud popping sound when making a turn, no oil, which I just recently had a oil change 03/30/16 and a buzzing sound coming from under the hood which they claim to be a exhaust issue. Had the car dianosed at another muffler location that resulted in no issues with the exhaust but needs motor mount. Just had motor mounts put on 2 weeks prior for the second timeLocation: Make: Model: Owner/Co-Ownder? YesDesired Settlement: Need repairs done right without me spending out-of-pocket and reinburst for the $300 I had to spend on insurance for rental cars because of their mistakes.

Business

Response:

May 10th,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2010 [redacted] (VIN: [redacted]

the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Ms. [redacted] regarding her purchase of the

Vehicle from CarMax of Tinley Park, IL (“CarMax”) on March 2nd, 2012.

Ms.

[redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a

term of 72 months, or until the Vehicle exceeded 75,000 miles, with a

deductible of $100.00 and up to 7 days of rental transportation for covered

repair claims. In her complaint, Ms. [redacted] requested reimbursement for rental

insurance coverage while the Vehicle was at CarMax for repair.

CarMax

was aware of Ms. [redacted]’s concerns prior to receiving this complaint. According

to CarMax’s records, the Vehicle was repaired on approximately April 26th,

2016 under the terms of Ms. [redacted]’s ESP.

Rental insurance is the

responsibility of the vehicle owner. As such, CarMax declines to participate in

insurance costs related to Ms. [redacted]’s rentals.

In

the event that Ms. [redacted] has further questions, she is welcomed to contact me

at 1-800-519-1511, ext. [redacted].

Thank

you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

Review: We gave this company the benefit of the doubt, but it was a waste of time. Very unsatisfied with the way their representatives and managers handle situations, very unprofessional and unorganized. After multiple vehicles purchased, they continue to have mechanical issues and even attempting to purchase a third vehicle was impossible. Not one attempt was made to make it right.

Business

Response:

August 18, 2016

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated August 6, 2016 regarding

the vehicle purchased from the CarMax store located in Tampa, Florida or

Orlando, Florida.

In the complaint, Ms. [redacted] describes mechanical issues with

the vehicle, as well as difficulty purchasing another car. She requests no

settlement and states that she submitted her letter for informational purposes

only.

CarMax recently worked directly with the owner of the vehicle to

address the current mechanical concerns, but would be happy to reconnect with

him or her, per their request.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at [redacted] extension [redacted],

with any questions you may have.

Sincerely,

Kristina S[redacted]

Consumer

Response:

[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.]

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,

Review: I purchase a car on 5/7/16 which I only had for two day because on the 8th the following day the car was discovered to have a crackled window on the passenger side with no impact or vandalism occurring. The other lissue was the hands free option was not working. There was a scuff I did not see before on the drivers side also. A small cigarette burn on the drivers seat. I called the police to report what happened and it seemed strange that the window was intacted and in complete form with just the crackle-ling on the glass. Regardless after argueing with the service center it took two weeks to repair. The service woman told me all was fix and they buffed out the scuff. When I checked the vehicle I found the scuff was still there and now reflected a large dent. Then denied she stated that the scuff was buffed out. They agreed to fix the dent but I decided to just go with the garantee and select another vehicle. I was at carmax till 9:30 pm on 5/25/16 could not find anything on the lot so the salesperson and I searched via their website and we selected a different vehicle which was 2000.00 more and they came back with 13 percent interest and a 399.00 payment at a down payment of 2400.00 The first car was a down of 2200 and had a 15 percent interest. So I left content know they were going to transfer down the vehicle and I would most likely take that one per my needs of requirements. The next moring at about 11:00 I got a call from the salesperson telling me I cannot choose that vehicle. That the offer they gave me per Capital one is not valid and I would have to select of vehicle of the same value as the first. I tried calling Corporate and all they do is call the store to leave it up to them. I also called capital one and they stated that they could do the return and start a new process for the vehicle but when I spoke to Terry Long the Store Man. she stated I could not and would have to select the same value as the first car or a refund. She did not empathize.Desired Settlement: I would like them to provide me with the offer of the second car and not limit me to the sale price of the first vehicle.

I am requesting the 13 percent and the 299.00 payment of the vehicle I chose or atleast allow me to select a vehicle of my choice regardless of price. They need to start a new app for credit.

Business

Response:

June 8th,

2016

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

(VIN: [redacted] the

“Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Ms. [redacted] regarding her purchase of

the Vehicle from CarMax of [redacted] (“CarMax”) on May 7th, 2016. In

her complaint, Ms. [redacted] expresses dissatisfaction with the Vehicle as a result

of cosmetic concerns after purchase. Ms. [redacted] requested that CarMax honor

the original contract terms on her purchase in providing her with a replacement

vehicle.

CarMax

was aware of Ms. [redacted]’s concerns prior to receiving this complaint. Ms.

[redacted] brought the Vehicle to CarMax with service concerns on the Vehicle on

approximately May 20th, 2016. These concerns were addressed within

CarMax’s Limited 30-Day Warranty period. After repairs were completed, Ms.

[redacted] voiced dissatisfaction with the quality of repair CarMax performed. As

a result, in the interest of customer service, CarMax provided Ms. [redacted] the

option to return the Vehicle and find a replacement vehicle to better meet Ms.

[redacted]’s expectations.

CarMax

is unable to honor Ms. [redacted]’s request as the terms of the contract would be

at the discretion of the finance company funding Ms. [redacted]’s loan. This was

communicated with Ms. [redacted] several times during her visits to CarMax. Ms.

[redacted] elected to return the Vehicle and received her down-payment refunded

from the original transaction.

In

the event that Ms. [redacted] would like to purchase a vehicle from CarMax, or if

she has any questions regarding this matter, she is more than welcome to

contact me at [redacted], ext. [redacted]

Thank you for providing

CarMax the opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Review: On May 17th 2016 I bought a used vehicle from CarMax, a 2015 [redacted] with 12, 762 miles.

CarMax offered a 30 day warranty on the vehicle, and the vehicle also has full warranty from any [redacted] dealer, as it is state on the CarMax buyers order.

As I started to use the car, I noticed that the car was pulling to the right and the steering wheel was not centered.

On May 19th I made an appointment with [redacted] of Coral Gables to have this problem corrected, since the car is under full warranty from the manufacturer.

The car was taken for service and inspection on May 23rd.

On May 24th I was contacted by the [redacted] Service Advisor to inform me that the car was found to have the right inner tie-rod bent , apparently due to a previous impact and also they discovered internal damage to rack and pinion system.

The repair cost is $4,090.20 including taxes.

[redacted] service staff stated that the warranty will not cover this repair because the damaged was the result of an some kind of,impact to, either a pothole, or an speed bumper, and CarMax was suppose to paid to have the car fixed at an authorized [redacted] dealer in order to preserve and maintain the actual car warranty, or to cover the cost of the fixing and replacement of the damaged parts since they sold the car stating that the car was no having any mechanical or electrical problems.

I took the car back to CarMax today with the written repair estimate provided to me by the [redacted] service department and presented all the necessary documentation to have this problem corrected.

CarMax offered to fix the problem using aftermarket parts and fix the vehicle within their own service department

The result of accepting this solution will be voiding the existing manufacturer warranty that covers this specific and sensible parts which also could result on a malfunctioning of the vehicle for using aftermarket parts no warranty by the manufacturer original warranty as per [redacted].Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I paid 154.05 dollars to [redacted] of [redacted] to to have the car either aligned or diagnosed for a problem that was not disclosure to me by CarMax.

I demand form CarMax of [redacted] to:

1-Take the car to an authorized [redacted] dealer and have it fixed with the original parts as per the manufacturer requires in order to preserve the actual existing warranty, and paid for the cost of the repair.

The car was sold as a car with a full existing warranty and due to the previous existing damage part of this warranty that covers this specific part is not being honor by the manufacturer.

2-Refund me the amount of money of 154.05 dollars, that I was forced to paid to detect and correct and actual problem that CarMax did not disclosure on the original sell.

Business

Response:

June 7, 2016

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated May 25, 2016 regarding

the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)

on or about May 17, 2016.

In his complaint, Mr. [redacted] describes concerns with the

Vehicle’s alignment, including tie rod and rack and pinion components. He

requests that CarMax reimburse him the $154.05 he paid for diagnostic testing

and coordinate repairs at a [redacted] authorized service center.

Company records state that repairs on the Vehicle started at

CarMax on or about May 25, 2015 to address Mr. [redacted]’s concerns. CarMax completed

the necessary repairs on the Vehicle at no cost to Mr. [redacted], with the

appropriate OEM components. Service notes list that Mr. [redacted] was informed

that the repairs were complete on or about June 8, 2016, and that his vehicle

was ready for him to pick up. Company records indicate that it was communicated

to Mr. [redacted] that the repairs would not impact the Vehicle’s manufacturer

warranty.

CarMax will reimburse Mr. [redacted] the diagnostic charge of

$154.05, and will begin processing that as soon as he submits a copy of his

invoice to the service department. The reimbursement process takes

approximately ten to fifteen days. Mr. [redacted] is encouraged to call the CarMax

service center at [redacted] for any questions related to his recent

concerns.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at [redacted], extension [redacted],

with any questions you may have.

Sincerely,

Kristina S[redacted]

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.

[Provide details of why you are not satisfied with this resolution.]

I picked the car from dealership today. After driving a car for a couple hours I noticed that the car still pulls to the right and steering wheel not completely centered yet.Im taking the car back to the dealer to have it fixed correctly. Once this is done I will close this complaint.

Regards,

Review: I purchased a [redacted] from CarMax in April. I paid to have this vehicle transferred from the East Coast at approx $900. After bad communication on when the vehicle would actually arrive, I was informed the vehicle had been delivered. Upon inspection of the vehicle I noticed damage to the vehicle not disclosed to me incl. smoke, scratches, scrapes and a cracked windshield. Other things obviously not functioning were the power mirror switch and moonroof that could barely move in its track and made a touch sound opening and closing. CM would not take care of any of the vehicle damage (except Windshield) nor would they refund my transportation charges. I decided to do ahead and buy anyway because I didn't want to throw away $900 and weeks waiting. There were 3 open recalls on the vehicle when I picked it up, since these were safety related I made an appointment at the [redacted] dealer to have them addressed. While the vehicle was being repaired at the [redacted] dealer the service manager called to inform me that the brakes needed to be replaced on the front. The estimate was $700 plus fees/taxes. I told them I would take it back to CM since it was under their 30day warranty. on the way home stopped by CM told them my concerns and had to wait 2 weeks for them to inspect the car. I went back to CM on my appointment day and waited for them to inspect the car, their assessment was that the brakes were within specs and that the dealer was trying to upcharge me. I went back to the LR dealer since they needed to order more parts for my vehicle and during my appointment there told them what CM had said and they were adamant they needed to be repaired. I took the vehicle to a 3rd shop and asked them to look at the brakes, the 3rd shop confirmed I needed brakes as well. The brake measurements and assessment from CM does not match up. I have left messages with the manager (James) and he will not return my calls. CarMax should insure their cars are safe before saleLocation: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I would like reimbursement for brakes and unrepairable tire with nail in it.

Business

Response:

June 2,

2016

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted]

Dear Mrs.

[redacted],

Thank you

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

the Vehicle purchased from CarMax of [redacted] (“CarMax”) on April 13, 2016.

In the complaint, Mr. [redacted] states that a [redacted] dealership recommended the

Vehicle’s front brakes be replaced. Mr. [redacted] also mentions a concern with the

one of the Vehicle’s tires.

CarMax

wants Mr. [redacted] to be comfortable and confident in the Vehicle he purchased,

and has replaced the Vehicle’s front brakes.

CarMax management has also been in contact with Mr. [redacted] in regards to

assisting with the cost of a tire replacement.

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] ext.

[redacted].

Sincerely,

Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

Review: On May 2, 2016 I went to CARMAX and traded in my [redacted] and was credited $2,500 toward the purchase of 2014

Chevrolet Impala priced at $25,998. I was told I financing had been

secured with [redacted] and signed all the required documents

including the purchase of GAP coverage and a "Maxcare" service

agreement. My first payment of $545.59 was to be due on June 16,

2016. At the end of May I called [redacted] to inquire about making

an early payment, however, I was told that there was no record of

any loan account with them. [redacted] advised this could be due to

the fact I just recently purchased the vehicle and it had not yet

populated in their system. On June 16th, I once again called [redacted] to make a payment and was again told that they could not find

any loan account in my name. During the time between my purchase

and first payment due date, I received welcome letters from CARMAX congratulating me on the purchase of my new vehicle, and also advising me to check out the owners page online. On July 8, 2016, I received an email as well as a voicemail from CARMAX stating they needed to speak with me regarding my purchase. The representative I spoke with informed me that the financing offer had expired and they were unable to finance the vehicle. He stated that I was required to return the vehicle to their location, but they would attempt again to secure financing on my behalf. The following day and I reached out to CARMAX to discuss the contract we had entered into on May 2nd. I stated that if they were choosing to void my contract, then I wanted my [redacted] trade-in returned. I was told I would be given $2500 trade-in value, as they had already sold my vehicle. I stated that the trade was made under the agreement that it would be used towards the purchase of the 2014 Chevy Impala, not as a stand alone sale. I believe this to be a spot/ yo-yo scam.Desired Settlement: The resolution that I am seeking is for the dealership in which I purchased by vehicle, CARMAX, to honor the purchase contract that we entered into on May 2, 2016.

Business

Response:

July 28, 2016

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE: [redacted] Complaint

Complaint

ID: [redacted]

Dear Sir/Madam:

Thank you for sharing Ms. [redacted] complaint and

providing us with the opportunity to respond.

We are pleased to inform you that we have resolved Ms. [redacted] 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 2 monthly payments of $545.59.

For explanation, Ms. [redacted] visited our [redacted] store

on May 2, 2016 and applied for credit to purchase a [redacted] (the

“Vehicle”). Ms. [redacted] received a

credit offer from [redacted] containing a proof of income (“POI”)

documentation requirement. Ms.

[redacted] 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. [redacted] to obtain the

remainder of the POI documentation, [redacted] credit offer had expired in its

systems. When we approached Ms.

[redacted] for assistance in refreshing this exact offer with [redacted] 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. [redacted] for the misunderstanding and any

inconvenience, and have already provided feedback to the relevant

associates. Additionally, we explained

to Ms. [redacted] 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. [redacted] has any further questions

or concerns regarding our explanation, she is welcome to contact me by phone at

[redacted] or by email at [redacted] Thank you for bringing Ms. [redacted] complaint to our

attention. If you need any additional

information, please do not hesitate to contact me directly at the contact

information provided above.

Consumer

Response:

[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.]

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,

Review: On June 28, 2016, I purchased a [redacted] Your sales department says that CarMax guarantees that all cars are fully inspected for damages etc. With this transactions, there was a $10,000 check and a debit of $2,000.00. On Monday, June 30, 2016, I had the car inspected. The findings were amazing. The [redacted] did not show any collisions but my mechanic found the following:

1 Electronic power steering making noise due to a collision repair

2. Front engine cradle had been replaced

3 Lower Splash Guard repainted

4. Front bumper repainted.

This was very obvious to a novice mechanic even though I was ensured that all vehicles are checked.

Returning the car was fast however, I could not obtain my $2000.00 debit card transactions returned and was told I had to wait 10 business days. I do understand this of the $10,000 check that was written.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: Expedient Refund and satisfaction that CarMax will honor their promise to there customers that vehicles will be inspected prior to selling to customers. Especially selling vehicles at blue book prices.

Business

Response:

July 7, 2016

Review: My name is [redacted]. I purchased my first used vehicle from CarMax a year ago this past July. The [redacted] had one problem after another for month after month. I finally decided to have CarMax purchase the vehicle back from me. When I purchased the jeep I also purchased a two year extended warranty which I paid cash for that day. CarMax purchased the jeep from me over 5 weeks ago and I have yet to receive my refund from the unused portion of the warranty. I have spoken to two women in the business office in Fredericksburg who told me my money was on its way. I was also given a number to the Richmond office and she assured me that the check would be to me within the next two days. I still have not received my refund.

The money that CarMax refuses to refund me has been mine all along, however CarMax has kept it in their account. I could have had the refund of my money invested over the last five or so weeks earning interest instead CarMax is profiting from my money. I have never purchased a vehicle at CarMax before this and I will never purchase one again from CarMax. You are delinquent on your refund policies and your employees have no problem giving false and inaccurate information to upset customers.Desired Settlement: I want my money refunded to me immediately.

Business

Response:

August 25th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE: [redacted]Dear Mrs. [redacted], Thank you for forwarding the complaint received in your office from Ms. [redacted] regarding her purchase of the Vehicle from CarMax of Fredericksburg, VA (“CarMax”) on June 4th, 2015. At the time of purchase, Ms. [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 48 months or until the Vehicle exceeded 125,000 miles. In her complaint, Ms. [redacted] requested that CarMax refund her the remaining portion of the ESP amount after she sold the Vehicle. CarMax spoke with Ms. [redacted] on the same day that this complaint was submitted. After speaking with Ms. [redacted], CarMax processed the refund and mailed her the check by the end of that day. A review of CarMax records indicate that this check was delivered to Ms. [redacted] home address. If Mr. [redacted] has any additional questions, she is welcomed to contact me at [redacted]Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]Analyst, CarMax Customer Relations

Review: I bought a 20[redacted] Nov 15,2015. They told me that the [redacted] was clean and the car wasn't in No Accident. The car was in one in Miami in 2013. They lie to me. I called them and asked them to please replace the car. I don't want a bad car. I'm hearing noise in the front of the car when driving and when the car is in park the horn sounds very low. I went to another Dealer and they found the Bad [redacted]. Desired Settlement: Please help me resolve this. I would like a different car. Thank you

Business

Response:

July 22, 2016

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated July 8, 2016 regarding

the Vehicle purchased from the CarMax store located in Sanford, Florida (“CarMax”)

on or about November 27, 2015.

In the complaint Mr. [redacted] 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 inventory. If 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 sale. We train our

sales consultants to share that while AutoCheck is a helpful resource, every

accident may not be reported to AutoCheck. Therefore, CarMax does not guarantee

an accident-free vehicle. Following this process, CarMax’s records indicate

that an AutoCheck Vehicle History Report was shared with Mr. [redacted] at the time

of sale which did not indicate any accidents. An 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 [redacted]

on or about July 19, 2016. CarMax’s notes state that this associate called Mr.

[redacted] on the same date, and that Mr. Pagan’s concerns were discussed during

this call, including the AutoCheck Vehicle History Report with no reported

accidents and the [redacted] Vehicle History Report listing an accident on June 13,

2013. Following this conversation, Mr. [redacted] visited CarMax Sanford on or about

July 21, 2016 to have the Vehicle appraised and to also look into options to

purchase another vehicle at that time. CarMax provided a favorable appraisal

for Mr. [redacted] during his visit as a gesture of goodwill for his continued

loyalty as a customer over the years.

Mr. [redacted] 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, 2016. CarMax welcomes the

opportunity to continue working with Mr. [redacted] 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 [redacted], extension [redacted],

with any questions you may have.

Sincerely,

Kristina S[redacted]

Review: July of 2015 I purchased a [redacted] from Carmax in [redacted] I was lied to about features on car, specifically that the car was equipped with Blind Side Detection(BSD) the button the salesman showed us to be BSD is the Traction button, also the financing was deceptive in that Carmax didn't accept the pre approval from [redacted], which was shown to be an authorized lender on their website and I was told by finance manager they would fun my application again and I may get a better rate. What the finance manager didn't tell me until after Carmax tried to offer me a much higher rate of 7.95% was if Carmax approves my application then the other list of lenders will not review my application. After being at Carmax for hours I accepted the 7.95% rate, knowing I would be refinancing.

After finally arriving home the same night, I went online and completed a auto loan application with [redacted], who contacted me the next day with an approval of 2.29% interest rate. I did re-finance my car.

On March 8, 2016, while driving to work at 5am, in heavy rain, is when I realized the button in which the salesman pointed out to be the BSD is not as he stated, but is the button for the Traction System. This was further confirmed not to be the button for the BSD after I went online and googled "Information on how BSD works on [redacted]", this search showed the actual button and working of BSD, which my car does not have, as we were told. Carmax deceptive financing tactics and puffing of actual features equipped on vehicle is so unfair to me, the consumer and needs to be addressed and corrected.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I ask that Carmax remove their inquiry from my credit report, pay me for the round trip back to their location, to repair their bogarding of fair and equal opportunity for me, the consumer, not the lender, to secure the best financing and interest rate, based on my credit, pay for my wages of having to take off work because of the three day time limit to secure re-financing, and, at no charge to me, equip my car with the feature of Blind Side Detection, as was stated, by their salesman to be equipped, on the car.

Business

Response:

June 9, 2016

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE: Consumer

Complaint of [redacted]

Dear Sir/Madam:

Thank you for sharing

Ms. [redacted]’s complaint and providing us with the opportunity to

respond. Ms. [redacted] allegations

parrot those contained in a complaint she recently filed with the [redacted] against our affiliate CarMax Auto Finance. For reference, we have attached Ms. Francis’s

CFPB complaint and the response, concluding that her allegations are without

merit.

Thank you for bringing

Ms. [redacted] complaint to our attention.

If you need any additional information, please do not hesitate to

contact me by phone at [redacted] or by email at [redacted]

Sincerely,

Brent A[redacted]

Operational Compliance

Manager

CarMax

cc: Ms. [redacted]

Enclosures

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.

[Provide details of why you are not satisfied with this resolution.]

I disagree with this company's response, as this complaint was brought forth at the earlier part of the year, and would've been brought a lot sooner, but I decided to let it go. But, the moment in which it was determined the car was not equipped with stated feature, it infuriated me because not only had this company bullied with their financing, they lied and as a result I almost had a wreck on the interstate. And yes, there was a delay because this complaint was intially filed with the [redacted], who after months of trying to identify Carmax's business rejected my complaint due to the type of business Carmax falls under. In the response they state it has been almost a year, which shouldn't make a difference because the fact of the matter is it has not been a year and this complaint was brought earlier just to the wrong source. Because I had not had an unfortunate near accidents there was no reason for me to doubt the statement of the salesman stating Blind Side Detection was equipped with car. It was only after nearly having an accident and no warnings were given that I came home and googled "How does BSD work on [redacted]. After [redacted] showed result and the location of button that I realized the salesman gave incorrect information. At the end of the day, Carmax did not tell me about their financing as it relates to if I was approved by Carmax other lenders would not review my application. This is not fair to consumers and it needs to stop! Not only was I there , but two other family members also who can attest to the aforementioned statements, as a matter of fact, when the salesman stated the car was equipped with this feature my God Sister asked "What is Blind Side Detection", at which time the salesman explained this to her doing the test drive. I will not continue to go back and forth with this company, as nothing will change,as I can tell from all the complaints from the Internet this company does not care about ethics or morales. I just hate I didn't research before patrionizing this company with my business.

Review: I purchased a [redacted] from Carmax in 2010 from the [redacted] location in Raleigh. The car was sold to me as having a clean history. In January of this year I took the car back to the same location to get it appraised and was told that it had been in an accident in 2007. I contacted the salesperson [redacted] ([redacted]) to ask if the dealership would do anything to make up for the fact that they hid information from me when I bought the car. No one responded.

I think Carmax should compensate me financially for this, but I would be satisfied if they simply admitted that they committed fraud.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Due to the accident history of the vehicle I overpaid for the vehicle and then did not receive as much for the car when I sold it (it was sold to a different company). Since I do not expect Carmax to compensate me I would at least like them to admit to committing fraud, and I want this complaint to be on record so that others can learn from how I was treated.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

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 purchased on or about

October 17, 2010 and had appraised on or about January 9, 2015 at the CarMax store located in

[redacted], North Carolina.

Mrs. [redacted] stated in her complaint that the Vehicle was sold to her as having a clean history. Our records indicate that an AutoCheck(Vehicle History Report) was run on the Vehicle on or about October 16, 2010. The report reflected that the Vehicle had been involved in an accident on or about

October of 2007. As part of the normal sales process, this information would have been disclosed to

Mrs. [redacted]. This also would have been reviewed with Mrs. [redacted] while she was signing all of the necessary documents to purchase the Vehicle.

In regard to the amount of the appraisal offer, CarMax considered the Vehicle’s age, mileage, and condition as well as other market factors. CarMax also considers our inventory needs and check other sources to make sure that the customer is given a competitive offer.

CarMax regrets that Mrs. [redacted] is not happy with her appraisal offer. CarMax appreciates the opportunity to respond to this complaint; 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,

Analyst, Customer Relations

Review: INTERNET AD ADVERTISED TWICE THAT THE CAR HAD A REARVIEW CAMERA. CAR DID NOT. JAKE, A [redacted] MANAGER WOULD NOT DO ANYTHING ABOUT IT. SAID IT WAS A TYPO. I SAY IT IS FALSE ADVERTISING. CARMAX WOULD NOT LOWER THE PRICE OR REPLACE THE UNIT. THAT WAS ONE OF THE FEATURES I WANTED AND LED ME TO BUY THE CAR.

Business

Response:

August 11, 2016

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated July 22, 2016 regarding

the Vehicle purchased from the CarMax store located in Roswell, Georgia (“CarMax”)

on or about June 16, 2016.

In the complaint, Mr. [redacted] states that CarMax’s website listed

the Vehicle as having a rear view camera. Company records indicate that Mr.

[redacted] emailed CarMax on or about July 22, 2016 regarding this concern and also

called to speak with a Customer Relations Analyst on or about July 25, 2016.

CarMax’s notes state that Mr. [redacted] talked with a Sales Manager at CarMax

Roswell around this time, who explained that the window sticker is an accurate

representation of the specific features for the Vehicle. While it was noted

that a rear view camera may be a possible feature for the Vehicle, the window

sticker did not include a rear view camera as an included feature.

Additionally, CarMax lists the following disclaimer on vehicle profiles on the

website: “We make every effort to provide accurate information, but please

verify before purchasing.”

While CarMax will not be participating in replacement of the

Vehicle as requested, the Roswell location has offered to provide the parts and

labor (for installation of the compatible rear view camera) at a reduced price

for Mr. [redacted]. A Sales Manager called Mr. [redacted] on or about August 11, 2016

and was able to speak with Mr. [redacted] directly about this offer of assistance.

CarMax’s records indicate that Mr. [redacted] indicated during this call that he

would like to take some time to consider if he would like to accept. Mr.

[redacted] is encouraged to reconnect with the CarMax Roswell’s sales department

at [redacted] option *, once he has made a decision regarding this offer.

CarMax appreciates the opportunity to respond

to this complaint.

Please contact me at [redacted], extension [redacted],

with any questions you may have.