CarMax , Inc.

Review: My stepson, Robert, bought the car at CarMax is early February. He was planning on driving to Los Angeles and, on March 28, took the car in for an oil change and tire rotation. Upon getting it back the alarms on the car went off. It seems the tires were not the right size and, when they were rotated, the car's sensors detected the trouble.

The [redacted] dealer he took the car to, along with the oil change site, both confirmed the tire size was wrong. CarMax also acknowledged this but said they would not be able to address the problem for 7-10 days. I purchased new tires for him from the dealer, notified CarMax, which said to provide them with the receipts, which I did, and waited. And waited.

It is now May 5 and CarMax still has taken no action. I was asked to provide them with the receipts again because they could not find the originals. I was told the local dealer could do nothing because they do not have cash on hand. I was told that I'd learn more about when they would reimburse me, but, so far, have heard nothing.

They not only sold my son the wrong size tires, they endangered the life of a 22 year old. The problem could have occurred in Oklahoma. The car could have shut down while he was on the highway with a truck behind him.

CarMax sold him a defective car and has taken no action to rectify the problem.Location: Beaver Ruin Road, Norcross, GaMake: [redacted]Model: [redacted]Owner/Co-Ownder? NoRobert WrayDesired Settlement: Reimbursement. Although, at this point, I find it hard to believe CarMax cares about the safety of its customers.

Business

Response:

May 18, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. [redacted]

Complaint ID: [redacted]

2013 [redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]

Thank you for forwarding the complaint dated May 5, 2016 regarding

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

on or about February 3, 2016.

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

Vehicle’s tires, which he expresses is owned by his stepson. Mr. Lewis requests

that CarMax reimburse the Vehicle’s owner for the cost of the new tires.

CarMax’s records indicate that the Customer Relations department

and management at the Norcross location have been in contact with the Vehicle’s

owner regarding his concerns, and have fully resolved this concern by issuing

the reimbursement.

Should the owner of the Vehicle have additional questions or

concerns, he is encouraged to call the CarMax Norcross location at 770-263-8808.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension [redacted],

with any questions you may have.

Sincerely,

Kristina S[redacted]

Analyst, Executive Response Team

Great Sales --- Worst Service Department I have ever used. Pay the $50 extra and use your warranty somewhere like [redacted].
Carmax Service Department is not reliable, have broken more parts on my vehicle than were broken before I brought it in, and worst of all, after being drag through the dirt and nearly 2 months of trips back and forth to this place (without my vehicle), told me they were replacing these parts they broke as a "courtesy" to me and that I should be thankful they were so generous. I even had a director/administrator apologize (which at the time was appreciated) and promise to "clean up my car" and "walk through the entire vehicle" before I came to pick it up. And to walk it again with me personally to be sure it was all finally resolved. Needless to say, that did not occur, he was not even there. Parts were still unrepaired, and - due to the time sitting in the lot - not clean. Read the story below (see end for review of [redacted])
Despite the numerous issues that arose after purchasing the car that Carmax promises to "fix" within the first 30 days of purchase, I kept the car since all was "right" and working properly. This took up to 60 days and was the start of the bad taste. I never took my vehicle there, until my sunroof broke a week before Christmas - and only then because I was trying to be cheap and use the warranty.
The Service Department informed me they could not get me in until Jan 8. Understandable with the holidays, but a ways out. However, they did not fix the sunroof on the 8th, simply confirmed its brokenness, then proceeded to order the part. One week later, I was scheduled to have it replaced.
I received a phone call that some items were broken in the installation, including my running board (??). Yes, they somehow broke the solid steel hinge for the automatic running board. So they needed to keep it to correct the issues, as a "courtesy" to me.
Upon coming to pick up the car several days later, I not only noticed that there were scratches all over the trim in the rear, missing bolt covers, rear seatbelts were not properly reinstalled, missing cover to my rearview mirror (which also was not even plugged in), the rubber seal was not inserted properly around the window (part of the only original issue...), but the "repaired" running board was bent in the shape of a banana.
After the shock of this new discovery by the representative (who really was trying his best, in his defense), he was informed by the shop that the board was "like that when it came in". NO it was NOT. Aside from some wheel scratches and being sat in a parking lot since before Christmas waiting to be repaired, this car is in pristine condition. I kindly advised him of this and he returned to determine the issue.
Turns out the automatic hinge for the running board they tried to replace was from a different model vehicle, thus upon turning it on and closing the board, it warped. I could literally run my hand from one side up to the middle of the board in the gap between the board and the car when in closed position.
As another "courtesy" they agreed to fix the parts, replace the damaged trim and replace all missing covers. After some expression of my frustration, the manager of the Service Department argued with me that they did not have to do any of this and this was to make me happy. NO, it is your obligation to repair any broken property while the vehicle is in your possession. But please fix it anyway.
Admittedly, Carmax went through a lot of costs to put my vehicle back to square one, which I appreciated. However, they should have taken the time and attention to just perform the service correctly the first time. This would have saved them thousands of dollars, hours of employee repair time, and they would not have had to deal with me for 2 months. They brag about service, but it seems they do not pay close attention to the quality of that service.
Needless to say, I finally had my vehicle returned to me in proper condition towards the end of February - YES, nearly 2 months dealing with mistake after mistake, 3 loaner cars, hours of man power and phone calls, and who knows how many trips from work and back to Carmax, only to not pick up my car... again.
Moral of the story: Yesterday my driver window mechanism broke. Who did I go to? [redacted]. TODAY, using the Carmax extended warranty, I dropped my car off about 8:30 am. I received a call at 11:34 am TODAY informing me my vehicle was ready to go!! After the drama at Carmax, I did not even believe it. I picked it up an hour later and everything was perfect! I even hugged the lady at the desk I was so happy. They have always treated my wife and I well, today was no exception. That is quality service. That is how you retain customers and receive good reviews.

Review: I have requested my bill be mailed to me for the past 4 months. I went to the store where I purchased my car the month of Jan. and Feb. Then I was told to call them and the store representative gave me the phone number. I called them and was assured they would send me a bill. Here it is April, I called the home office and was transferred to

someone (which sounded like the same person I spoke to in March) and this time she told me my husband had to call them to in order for them to send a bill to our home. Both my name and my husband's name are on the account. I told her this should not be this hard to get a bill. They are quick to send a notice if we are late. Why can't we have a bill. She states they have online service. Which I have been forced to use, but I prefer a bill in my hand. They promised to

send one and every month they fail to send one.Location: Make: [redacted]Model: 2010Owner/Co-Ownder? YesDesired Settlement: I would like a months statement. Prior to this I received a coupon book which was great for me. If I was given notice

that they were going to stop it; I would have made copies of it for myself. The sales person and the store where I purchased my car was great. This is the second time I have brought from them, but this has left a poor taste in my mouth and I will probably not do business with them again.

Business

Response:

May 6, 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 [redacted]’s complaint and providing us the opportunity to respond. Ms. [redacted] states that she has not received a

mailed monthly statement despite making several requests. She has access to her statements on our

website, but she would prefer monthly statements to be mailed to her home

address. I am happy to report that Ms.

[redacted]’s account has been updated so that she will receive her statements at her

home address going forward.

I would like

to take this opportunity to apologize to Ms. [redacted] for the delay in having her

statements mailed to her home address.

When Ms. [redacted] called to have her statements mailed to her, the associate

made the necessary account adjustments.

However, a system issue occurred and the statements were not

mailed. Then to compound the issue, the

next time Ms. [redacted] called about her statements, our associate incorrectly

advised her that she could not change her statement delivery because she was

not the primary account holder. This is

not our policy, and feedback has been provided to the associate. Further, please note that the cause of the

system issue has been identified and fixed.

I want to thank Ms. [redacted] for bringing this to our attention.

I have

confirmed that Ms. [redacted]’s next statement was mailed to her home address on May

4, 2016. I am enclosing Ms. [redacted]’s May

statement and her previous three statements for her records. Again, we offer our sincere apology to Ms.

[redacted] for her inconvenience. It is our mission to provide a world class customer

experience and we are sorry to learn that we failed on our commitment in this

case.

Thank you, again, for bringing this

complaint to our attention and for the opportunity to identify and to correct a

procedural and a system issue. If you need any additional information regarding

the above, please contact Jennifer A[redacted] at (770) 792-4750 x[redacted]

Sincerely,

Brent A[redacted]

Operational Compliance Manager

CarMax Auto Finance

Copy:

Review: My husband purchased his vehicle from [redacted] location with GAP INSURANCE. We decided to get a vehicle from Carmax for me with Him as cosigner so that I can get to school and work when needed a few months later. While we were filling out our paperwork my husband told the sales rep Tierany that we wanted GAP INSURANCE on my vehicle. She said ok and proceeded to finish up the work on the computer. On JUNE 30TH I was hit in a car accident which totaled my vehicle. When I made the necessary phone calls to the lien holder I was told that no GAP Information or contract has been found. I call Carmax and the billing office tells me that she cant find anything. From that point Im confused. Im certain that we asked for it. Tierany made more than one mistake that day because I had to fill out my application and voucher a second time due to her errors. Now that the calculations have bee done I was just told yesterday that I need to pay $2080 in order for the vehicle to show paid in full. Then I have to put down another down payment before I can be put in another vehicle. NOW I AM GOING TO HAVE TO DROP OUT OF SCHOOL. IM ALREADY STRUGGLING TO GET A RIDE TO WORK.

WHY WOULD MY HUSBAND GET GAP INSURANCE ON HIS VEHICLE WITHOUT PUTTING IT ON A VEHICLE THAT HE COSIGNED ON? THAT GAP INSURANCE CONTRACT WAS SUPPOSED TO BE THERE. I HAVE SPOKEN WITH TIERANY AND SHE ADMITTED THAT WE DID HAVE GAP. SHE EVEN SENT ME THE NUMBER TO THE GAP CUSTOMER SERVICE VIA TEXT MESSAGE. IF WEREN'T SUPPOSED TO HAVE IT WHY SEND THE INFO TO ME AT ALL? I FEEL AS IF THIS LOCATION IS AVOIDING ME BECAUSE THEY KNOW THAT WE ARE RIGHT. SHE MADE A MISTAKE AND WILL NOT TAKE RESPOSIBILITY FOR HER ERROR. I AM NOT SUPPOSED TO BE DROPPING OUT OF SCHOOL BECAUSE THAT GAP INSURANCE WE ASKED FOR SHOULD HAVE TAKEN CARE OF THE LEFTOVER BALANCE. Now...it wil take me more than 3 months to come up with that pay off balance of $2080. WE DONT DESERVE THIS TYPE OF TREATMENT. CARMAX SHOUDNT BE ALLOWED TO GET AWAY WITH IT.Desired Settlement: Create our GAP INSURANCE CONTRACT LIKE WE WERE SUPPOSED TO HAVE IN THE FIRST PLACE. WE ARE NOT SUPPOSED TO OWE ANY MONEY BUT ANOTHER DOWN PAYMENT.

Business

Response:

August 5, 2016

Review: Purchased a [redacted] with Carmax January 21,2016. I provided paycheck stubs for both jobs I provided bank statements, I provided a letter from my employer. After having the car for approximately 2 months I received a call from Mary with Carmax corporate stating my financing wasn't approved. They stated I would need to find additional funding. I couldn't understand how a company could turn around and ask for a vehicle back. I put $2000 down on this vehicle. I tried to contact the finance company they stated they had no records of this. I tried to contact Carmax back informed Mary that they had no record. After receiving calls from Mary I started applying for other financing to keep the vehicle. I was able to get approved for partial financing. However the tag on the vehicle expired and was not operational. I tried contacting Mary via phone and email. My calls became not returned and my emails not responded to. I contacted the Sales representative RJ who sold me the car and he told me to contact Carmax Corporate.The car was parked for months and they came and towed the car in June. So not only have I not been able to use the vehicle they took my $2000. All I want is my money or car back. I've went through so much with Carmax from getting ripped off by the sales associate from Carmax sold me Geico insurance told me my down payment was $550. He charged $250 to my card and asked that the rest be paid in cash. I was told that my car insurance would be $200 a month and it came on $640. Carmax has lied, and cheated me all around.Desired Settlement: Refund me my money

Business

Response:

July 15, 2016

Review: I initially set up the account to be paid on the 15th. But immediately after buying the car, I got a better job. I called CarMax to change my due date to the 1st, because I thought that would be more convenient. I made a mistake. It turns out that I should have left the 15th as my payment date, so I called CarMax and talked to one associate and one manager/supervisor. I was told they can only change a due date once. When I told them I had made a mistake and wanted to correct it by changing the due date back to the 15th. They refused. Now, they are charging me late fees for not being able to pay on the 1st. I need it changed back to the 15th or I'm going to be late every single time.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: Change my due date to the 15th of every month.

Business

Response:

May 24, 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 [redacted]’s complaint and providing

us the opportunity to respond. We are

happy to inform you that this matter has been resolved and Mr. Boyle’s due date

has been moved back to the 20th of each month per his request. In the interest of customer service we have

also granted him a onetime late fee waiver in the amount of $15.38, for the fee

that was charged on the account for the May 2, 2016 payment.

Thank you, again, for

bringing this complaint to our attention and for the opportunity to provide

this explanation. If you have any

questions or concerns regarding this matter, please contact [redacted] at

[redacted], extension [redacted].

Sincerely,

Brent A[redacted]

Review: The 2012 came with a 30 day warranty. Which I thought was ridiculous it should at least have a 90 day. As soon as I drove the car off the lot I called the sales lady and said something wrong with the motor. I brought the car in for service 3x in the 30 days for numerous problems. Many of which they service dept said they checked and nothing is wrong. There was a unk missing out of the rear tire they would not replace the tire when I had the car less than 2 wks. Now 2 mons of owning the car the check engine light is on and they won't even check it for free. I told them the clicking noise in the dash when a/c was on so I had to make an apt. When I get there sitting for an hr or longer they come out and say we have to order the part, mind you this location is 2 freeways from my house. They knew what my car needed when I made the apt. Etc Desired Settlement: I want this company to stand behind the cars they sale and fix whatever is wrong with my car for free.

Business

Response:

August 23, 2016 [redacted]720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: [redacted]Complaint

ID [redacted]Dear Mrs. [redacted]:I am writing in response to your

letter dated August 7, 2016, regarding the Vehicle purchased from the CarMax

store located in Henderson, Nevada (“CarMax”) on or about May 21, 2016. Ms. [redacted] states that there were several

concerns with her Vehicle during the 30-Day Limited Warranty (in which CarMax

repaired), and is now requesting that CarMax repair any new concerns with the

Vehicle at no cost to her.CarMax’s records indicate that the

Vehicle was brought in for service on or about May 27, 2016, June 6, 2016 and

June 20, 2016, for several concerns (not to include a check engine light

concern). On each occasion, CarMax

diagnosed the Vehicle and made the necessary repairs – all under the terms of their

30-Day Limited Warranty.Based on the above, in addition to

Ms. [redacted]’ election not to purchase an Extended Service Plan at the time of sale,

CarMax is declining the settlement as set forth in the complaint. However, if Ms. [redacted] would like for

CarMax to diagnose and repair any new concerns with the Vehicle at their

standard rate, she may contact the CarMax nearest her to schedule a service

appointment.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, Nekia [redacted]

Analyst, Executive Response Team

Review: I went in for a vehicle on the 26th of May 2016 to look at the vehicles and the sales associate by the name of Andrew Morgan was assigned to help me. We searched for cars on the website and decided to have the vehicle which was a [redacted] Stock # transferred from Louisville, KY. After he agreed to transfer the car, I emailed him on May 31st at 11:59 am stating "Can you please send over the purchase order". Andrew then replied, "I already emailed it to you. It is called the Buyer's Order. I emailed you on 5/27/16. I no longer have access to it because the vehicle is in a hold mode so can't access that info." I then told him that I did not receive an email from him with the order. He then replied, "Oh. Let me check". I told him that I needed it within 30 mins for my bank to start the process because I was leaving town. He then stated, "We cannot provide you with a buyer's order because the vehicle is in the transfer process. We cannot access the buyers order until the vehicle arrives. I know that you are leaving town but we cannot get that to you until it is physically here. We placed the order on 5/27 and it takes 28 days to get here. Once it is here, I will email you the buyer's order to take to [redacted] gets here. How long will you be on your trip?" DOES THAT MAKE ANY SENSE WHEN JUST A SECOND AGO HE STATED HE SENT IT ALREADY? Then I told him I'm sorry must have been a miscommunication. He then replied, "I understand for sure. I will be here for you. I will keep that in mind." So THEN I called on June 29th to check the status as he had told me it could take up to 28 days for the transfer. THEY HAD NOOOO RECORD OF A TRANSFER FOR ME. Andrew then stated that day that he "PUT THE TRANSFER IN SOMEONE ELSE'S NAME BUT THE CAR WAS THERE ON JUNE 29TH" THEN HE COMES BACK AND TELLS ME NEVER MIND THIS ISN'T YOUR CAR AND THE ONE YOU REQUESTED IS NO LONGER AVAILABLE AND THAT HE "DROPPED THE BALL ON THIS ONE SO SORRY". NEVER WILL DO BUSINESS AGAIN UNLESS ITS RESOLVED.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: AT THIS POINT I NEED AN EXPLANATION AND A REIMBURSEMENT FOR THE TIME WASTED WITH THIS DEALERSHIP AS I RENTED A CAR FOR 32 DAYS FOR JACK [redacted] AND NOW I HAVE NOTHING.

Business

Response:

July 12, 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 June 29, 2016 regarding

the Vehicle Ms. [redacted] inquired about purchasing from the CarMax store located

in [redacted] (“CarMax”) during the months of May and June, 2016.

In the complaint Ms. [redacted] expresses concern related to her

request to have the Vehicle transferred from CarMax Louisville to CarMax Denver

- South Broadway, and states that she later discovered that transfer was never

initiated. As a result of this, she requests that CarMax provide her details

regarding the transfer request, in addition to reimbursement for her lost time

in the form of store credit.

CarMax’s records indicate Ms. [redacted] visited CarMax Denver -

South Broadway on or about May 26, 2016, to inquire about the Vehicle. It is

noted that the Sales Consultant assisting Ms. [redacted] did not initiate the

transfer during this visit, as interest in the Vehicle was not clearly indicated.

Company notes state that a Sales Manager spoke with Ms. [redacted] regarding her concerns on or about June 30, 2016, and confirmed the Vehicle she

was initially interested in was no longer available. CarMax’s records also

indicate that the Sales Manager worked with Ms. [redacted] during that call to

help her find another vehicle she was interested in, but was unable to find another

vehicle that met her needs at that time. It’s noted that the Sales Manager

speaking with Ms. [redacted] also made an offer to assist with a transfer fee,

should she find another vehicle she was interested in.

While CarMax is unable to reimburse Ms. [redacted] time in the form of store

credit as requested, Ms. [redacted] is encouraged to call the CarMax Denver -

South Broadway sales department at [redacted], option ** should she wish to

speak again about transferring or purchasing a vehicle.

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]

Review: Dear Sirs:

I have purchased a used car ([redacted]) from Carmax along with MaxCare Service Contract (hereinafter, referred to as “The Warranty”) on 12/30/2014, from their Hartford branch in Connecticut (CT). The warranty was for 5 years with 100,000 Expiration Miles. I had to cancel the MaxCare Service Contract on 02/02/2016 immediately once I realized that Carmax (located) in Hartford indeed misrepresented the facts against me as an honest customer. This is absolutely unacceptable for a huge company like Carmax.

I had a problem of "misrepresentation (dishonesty) of the facts" from Carmax in Hartford, CT. The car is a 2013-made car. When I purchased the car from Carmax along with the Warranty they sold, the car was also under the warranty with the original manufacturer (Mercedes) which is 4 years in principle. Carmax has sold me their Warranty, saying that my car is under Double Warranty.

When there happened a couple of glitches I brought my car to Carmax in Hartford for the service, two times, one in January of 2016 and one in February of 2016. At the first time, I was told that I should bring the car to [redacted] (located) in Hartford (CT). The problem was solved then by the people from [redacted] quickly. Couple of weeks later when some other glitch happened I brought the car to Carmax again. I was then told that the car is already under warranty with [redacted] and therefore Carmax is NOT responsible for that until the warranty with [redacted] expires. They told me that my Warranty from Carmax does NOT apply as long as the original Warranty from [redacted] is still active.

I have told this to Carmax many times in writing and asked for a full refund. But they did not agree to give me full but partial refund even though they know that they conducted a dishonest business at all. They told me that due to the time window that has passed since the purchase of the Warranty, they cannot do it. The problem here is related to Carmax's MISREPRESENTATION OF THE FACTS.Location: Make: MERCEDESModel: GLK 350Owner/Co-Ownder? YesDesired Settlement: I have told this to Carmax many times in writing and asked for a full refund. But they did not agree to give me full but partial refund even though they know that they conducted a dishonest business at all. They told me that due to the time window that has passed since the purchase of the Warranty, they cannot do it. The problem here is related to Carmax's MISREPRESENTATION OF THE FACTS. I am asking for a FULL REFUND. The total amount of the Warranty was $4,649 and I got $3,874.33. Therefore I am asking to get the remainder $774.67.

Business

Response:

July 7th,

2016

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

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 Hartford, CT (“CarMax”) on December 30th,

2014. At

the time of purchase, Mr. [redacted] elected to purchase a MaxCare Extended Service

Plan (“ESP”) for a term of 60 months, or until the Vehicle exceeded 100,000

miles, with a deductible of $50.00. In

his complaint, Mr. [redacted] requested that CarMax refund the full amount of the ESP

purchased at the time of sale.

CarMax was aware of Mr. [redacted] concerns prior to

receiving this complaint and has spoken with Mr. [redacted] regarding this request

on multiple occasions. Mr. [redacted] requested a full reimbursement of the ESP due

to the Vehicle’s odometer reading still being within the parameters of a [redacted]

manufacturer warranty at the time of his purchase. Mr. [redacted] suggested that

this would be considered a “double warranty” on the Vehicle and that the ESP

would not be necessary. CarMax informed Mr. [redacted] that the ESP covers similar

terms as a manufacturer warranty, but also includes additional benefits and

coverage terms which may not be covered under the terms of the Vehicle’s

manufacturer warranty.

Mr. [redacted] cancelled the ESP on approximately February 2nd,

2016, and received a pro-rated amount for the remaining coverage on the ESP,

per the terms of his contract. CarMax refunded Mr. [redacted] $3,874.33 for the

coverage period remaining for the ESP on this date.

Based on the above, CarMax will not be participating in the

additional refund of $774.67 that Mr. [redacted] requests. If Mr. [redacted] has any

further questions, he may contact me at [redacted] extension [redacted].

Thank you for providing

CarMax the opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Review: I HAVE BEEN IN THE DEALERSHIP NUMEROUS TIMES FOR A MASS AIR FLOW INTAKE PROBLEM A PVC ISSUE AND THEY HAD TO GIVE ME 2 TRANSMISSIONS WITHIN A YEAR. I PURCHASED THE CAR IN JULY 2015 AND HAVE HAD THIS WORK DONE UP TILL A MONTH AGO. I HAVE BEEN BACK IN FORTH TO CAR MAX NUMEROUS TIMES. I WORK IN THE DESERT I TRAVEL BY MYSELF EARLY IN THE MORNING WHEN DARK OUT AND THIS IS UNACCEPTABLE. THIS IS A SAFETY ISSUE. I CAN NOT GET ON THE FREEWAY WITH ENOUGH BARELY ENOUGH SPEED TO GET ON AND GET OUT OF THE WAY WITH BIG RIGS ON THE SIDE OF ME.. THEY GAVE ME A 2 TRANSMISSIONS. ONE I COULD BARELY GET HOME AS SOON AS I LEFT THEIR ESTABLISHMENT. EVERY TIME I ACCELERATED IT WOULD GO NOWHERE AND THIS IS AFTER THEY HAD IT FOR A COUPLE WEEKS. I BOUGHT THE EXTENDED WARANTY WHICH INCLUDES A RENTAL BUT I DID NOT GET THAT THE FIRST TIME IT BROKE DOWN. I TRADED UNDER BECAUSE I GAVE THEM A PERFECTLY GOOD RUNNING 2010 LEXUS IS I ALSO BELIEVE FALSE ADVERTISING I NEVER KNEW UNTIL I TRIED TO GO AND GET A LOAN FROM MY CREDIT UNION THEY TOLD ME I WAS UPSIDE DOWN AND CANNOT GET FINANCED. THIS IS NOT ONLY A SAFETY ISSUE I AM NOW UPSIDE DOWN 11,000 TO 12,000 DOLLARS. I DESPERATELY NEED HELP. PLEASE I AM SCARED DRIVING THIS TYPE OF VEHICLE EARLY IN THE MORNING NOT EVER KNOWING IF THE ENGINE LIGHT IS GOING TO GO ON. I HAVE ALL PAPERWORK AND RECEIPTS BACKING EVERYTHING UP. THANKSDesired Settlement: REFUND THEY TAKE THE CAR BACK AND LEAVE MY CREDIT INTACT.. I AM NOT ASKING FOR ANYTHING OTHER THAN THEY PAY THE CAR OFF AND LET ME GO .... THIS IS HORRIBLE I HAVE NEVER BEEN IN A CAR AS NEW AS A 2013 WITH 2 TRANSMISSION ALREADY.. ITS A SAFETY ISSUE.

Business

Response:

July 9, 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 June 18, 2016 regarding

the Vehicle purchased from the CarMax store located in Ontario, California (“CarMax”)

on or about July 25, 2015.

In the letter Ms. [redacted] describes concerns with the Vehicle’s

mass air flow intake system, PVC valve, and an issue related to the Vehicle’s

acceleration. Ms. [redacted] also expresses concerns regarding her MaxCare Extended

Service Plan, and the negative equity applied to the loan for the Vehicle.

CarMax’s records indicate that Ms. [redacted] brought the Vehicle to

CarMax on or about April 18, 2016 for a service appointment to address the mass

air flow intake system concern. Due to the Vehicle being within the applicable

miles and months for the manufacturer’s warranty, CarMax sublet the Vehicle to

a Nissan service center for the repairs. Service documents also indicate that Ms.

[redacted] brought the Vehicle back to CarMax on or about March 29, 2016, and on or

about May 3, 2016, for transmission concerns. CarMax sublet the Vehicle to the

Nissan service center on both occasions.

CarMax’s Operations Manager spoke with Ms. [redacted] on or around the

week of June 12, 2016. Notes from this conversation stated that Ms. [redacted] shared that there were no current mechanical concerns with the Vehicle at the

time of that conversation. Records also indicate that the previous repairs were

discussed at that time, in addition to an explanation of the negative equity

from her previous vehicle (as stated in her financing paperwork).

While CarMax is happy to appraise the Vehicle for Ms. Briggs, they

will not be participating in the buy back of the Vehicle or the request to pay

off the remaining loan for the Vehicle. Should Ms. [redacted] wish to bring in the

Vehicle for a no-pressure appraisal, she is welcome to visit [redacted] to

receive a written offer, which is valid for seven days.

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]

Analyst, Executive Response Team

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.]

Regards,

Review: I went to CarMax back in June 11, which was a Saturday to see if I could trade my car. It was about an hour to close and we looked at cars, and I finally found a car that I kind liked to trade in. The sales man - name Paul - said to me that the valuation on my car was done and we should go in and sit and talk about it. He says to me that they offered 7000.00 for my car. I knew right way that I was not going to continue the business, because I would have a 5000.00 dollars upside-down, and I didn't have that much to put as a down payment. Paul says to me, well let me see how much is going to be your payoff in your car, I told him I had the Bank app in my phone and I could just tell him my pay off and he continue saying that he needed to look through his system. So, I gave in and just answered his questions, which I was kind iffy about it, because he asked for my social and my son was with me and he even mentioned why he needed that since we knew that we were not going to continue the business. He said he needed to look up my payoff. After a while he couldn't get anything, because he said the system was closed since they had closed at 9 pm. The sales man name Paul says to me that he will call me Monday to tell me my payoff. I was like okay. Didn’t have too, because I didn’t care. He saw my reaction of how much they offered me for the car, and the upside down was too high. No one in their right mind would do that. I wanted a sport SUV, nut I didn’t need one.

Monday, Paul called me and I was at work. I am a teacher, so I could not answer him. Later I forgot to return his phone call, so I told my son that he had called, and my son said: mom, why are you returning his phone call? He knows you are not doing it. I thought the same so I never called him back. Since then I have received 23 declining letter of credit that Mister Paul has run my credit like crazy. My credit history says I have excessive inquires. Thanks to him. I have all the letters and I called one of the banks and I was told that each reference is one credit inquire. I called his manager immediately and he says to me: What do you want me to do? That is nothing I can do mam.

I posted on their website and a representative from somewhere in their corporate, named Curt, and said he was going to look into it, and he took his sweet time when I contacted them more or less in the end of June, because I kept receiving declining letters. Finally, he contacted me by middle July and I have all of our communication saved. He said that he could not help me. Basically said that was nothing he could do for me. All I want, and I mentioned to him – was a letter stating that this was their mistake so I could dispute all these inquiries, and he said he couldn’t do that.Desired Settlement: I would like a letter instating that it was their mistake, so I can dispute with all 3 credit agencies. Or they can do it themselves, but I want proof that they did it.

Business

Response:

September 2, 2016 Revdex.com Serving Central Virginia, Inc.720 Moorefield Park DriveSuite 300Richmond, VA 23236RE: Consumer Complaint of [redacted]Dear Sir/Madam:Thank you for sharing Ms. [redacted] complaint and providing us with the opportunity to respond. Ms. [redacted] alleges that she never applied for credit with us and is therefore disputing the related inquiries on her credit file. Our records reflect that Ms. [redacted] visited our Las Vegas store on June 11, 2016, seeking an appraisal of her [redacted]. We appraised, and extended an offer of $7000, for the [redacted]. At that time, the approximate payoff balance on the [redacted] was $13,517, a difference (and negative equity) of approximately $6,517.At this stage, Ms. [redacted] version of events differ from our records. Specifically, our records reflect that Ms. [redacted] (a) voluntarily provided us with a substantial amount of personal information including name, address, length of time at address, phone number, date of birth, social security number, employer, length of time with employer, income and a reference; and (b) agreed to our Credit Application Terms and Conditions, authorizing us and our finance sources to “use your credit reports and verify your application information” in connection with an application on a [redacted]Ms. [redacted], however, contends that our sales associate requested, and she provided, her personal information to obtain the payoff information on her [redacted], and not in connection with a credit application on the CR-V.Instead of simply relying on our records, we reached out to our Las Vegas store to interview the sales associate who assisted Ms. [redacted]. This sales associate however is no longer a CarMax employee and we were unable to obtain his version of events and either confirm or deny Ms. [redacted] allegations. We therefore are providing Ms. [redacted] with her desired resolution. Specifically, we will contact the finance sources that reviewed Ms. [redacted] application and obtained her credit report and request that they withdraw their inquiries. To administer this, however, we may need Ms. [redacted] assistance in providing these finance sources with a written request. In the event this is required, we will contact Ms. [redacted] for her assistance. Regardless, any inquiry removal request to the relevant nationwide credit reporting agencies will take approximately 30 days to process.Thank you for bringing Ms. [redacted] complaint to our attention. If you have any questions or concerns regarding our explanation, please do not hesitate to contact me at [redacted] or by email at [redacted] Sincerely, Brent A[redacted]Operational Compliance ManagerCarMax

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: Multiple problems with repairs time with car in shop, repeated repairs on same car problems.

Transmission problems and engine check light, rough running.Desired Settlement: Have CarMax purchase car back at a fair market value. $7500 - from [redacted]

Business

Response:

September 8th, 2016[redacted] 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]Complaint ID: [redacted]Dear Ms. [redacted]: Thank you for forwarding the complaint dated August 26, 2016 regarding the Vehicle purchased from the CarMax store located in Midlothian, VA (“CarMax”) on or about June 11, 2013.In the complaint, Mr. [redacted] refers to mechanical concerns that he’s experienced with the Vehicle within his time of ownership. He shared that there have been repeat issues with both the transmission and check engine light, and is now requesting for CarMax to purchase his Vehicle at [redacted] ‘Fair Market Value’ of $7,500.CarMax service records indicate that the Vehicle was brought in for an ignition coil and spark plug concern on or about November 17, 2014 and on or about January 20, 2015. On both occasions, CarMax diagnosed the Vehicle and made the necessary repairs. The ignition coil was covered under the terms of Mr. [redacted] MaxCare Extended Service Plan and CarMax’s 6-month/ 6,000 mile warranty. Spark plugs are a ware and tear item, but CarMax replaced them at no cost to Mr. [redacted] as a gesture of customer service. On or about December 1, 2014 the Vehicle was brought in for a check engine light concern which was an indicator that the valve assembly needed to be replaced. This repair was covered under the terms of Mr. [redacted] MaxCare Extended Service Plan.On or about January 8, 2015, the Vehicle was in for service due to another check engine light concern. Upon inspection, it was determined that the intake manifold needed to be cleaned – due to the intake runner sticking. The Vehicle was later brought in for a transmission light concern on or around June 3, 2016. However, this concern did not present itself to CarMax or the Volkswagen dealership that the Vehicle was sublet to. Therefore, no repairs were completed during this visit.Most recently, on or about August 12, 2016, the Vehicle was brought in for service due to a check engine light concern. CarMax diagnosed the Vehicle and determined that the source of the concern was unrelated to any previous repairs, and would therefore be charged at CarMax’s standard rate – due to the recent expiration of his MaxCare Extended Service Plan. As a gesture of customer service, however, CarMax offered to cover the cost associated with this repair.In regards to our initial appraisal offer, we do not use [redacted] when determining the value of a vehicle. However, after further research, CarMax learned that the amount that Mr. [redacted] is referring to ($7,500) is the ‘Private Sale Value’ for [redacted], which is an estimate for if he had sold the Vehicle himself. Our appraisal offer of $4,500 for the Vehicle (on or about June 7, 2016) was $250 more than Kelly Blue Book’s ‘Trade-in Value,’ which would pertain to selling the Vehicle to a dealer. This offer was extended to Mr. [redacted] until August 31, 2016, which has now expired.Based on the above, CarMax is unwilling to provide Mr. [redacted] with the resolution that he seeks. However, if Mr. [redacted] is still interested in selling the Vehicle to CarMax, he is welcome to bring it by the CarMax nearest him to have it reappraised at its current market value. CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted], extension [redacted], with any questions you may have.Sincerely,Gabrielle P[redacted]Analyst, Executive Response Team

Review: Purchased car on Wednesday 8/3 with guarantee of 126 point inspection as well as "Carmax Quality Certified." Drove car for 1 day to find out that the car had in fact not been inspected at all. . Car required over 5 repairs, including new wheel barrings, an alignment, new breaks, new tires, ect. All of which if not noticed, could have seriously injured myself or my family. After 5 calls to the service department throughout the day(8/5), all of which led to reps relaying that repairs were actively being made and that it should be completed that day, we were told 10 minutes before they closed that in fact no repairs had been made what so ever and we would pick the car up on Monday 8/8. Monday 8/8 comes and we call about car. Repairs had still not been made, spoke with service manager mike about poor expectations and service, reassured me with a guaranteed re-inspection from the service manager Mike and we would receive the car back on 8/9z . Received car back on 8/9. Manager mike promised all repairs had been made and reinspection had passed. It is now 8/10 and there is still repairs that have not been made. Repairs as obvious as the headlights don't work. Attempted to call 7 times with no replies from the service center. Worst experience I've ever had with a business Desired Settlement: I want the truth. I want to actively see the car inspected or be given some type of monetary value for the damage they caused and could have possibly caused medically with falsifying the information they had given me. They have made us feel stupid, made us wait days, hours, a week for nothing. Wasted so much of our time. They have to make this right.

Business

Response:

August 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 August 10, 2016 regarding

the Vehicle purchased from the CarMax store located in Knoxville, Tennessee (“CarMax”)

on or about August 3, 2016.

In the complaint, Ms. [redacted] describes concerns with the

Vehicle’s wheel bearings, alignment, tires, brakes, and headlights. She

requests that CarMax allow her to be present for the inspection process or

provide her with store credit for damage that she feels could have taken place.

Records for the Vehicle state that the initial CarMax Quality

Certified inspection was completed on or about July 20, 2016, prior to the original

purchase date. After purchase, company records indicate that CarMax addressed

issues with the Vehicle’s third brake lamp, wheel bearings, and tires during

the initial service visit, starting on or about August 5, 2016. Documentation

from the service department states that an additional CarMax Quality Certified

inspection was completed on the Vehicle during this visit, as promised to the

primary owner of the Vehicle (and requested by Ms. [redacted]).

Soon after the Vehicle was picked up from CarMax on or about

August 8, 2016, it was noted that the left high beam light was inoperable and a

faint noise could be heard when using the cabin blower fan. CarMax offered the

primary owner of the Vehicle the option to either repair these concerns at no

cost or return the Vehicle, should he wish to do so. The primary owner of the

Vehicle elected for CarMax to repair the mechanical concerns on or about August

10, 2016. These repairs were completed by August 11, 2016. CarMax’s records also

indicate that a loaner vehicle was provided during both occasions when the

Vehicle was at the service department.

While CarMax previously offered the option to return the Vehicle

outside of the 5-Day Money-Back Guarantee period, Ms. [redacted] and the primary

owner elected to maintain ownership of the Vehicle. Based on this, in addition

to CarMax’s gesture to perform a second CarMax Quality Certified inspection on

the Vehicle at no cost, CarMax feels that they have adequately addressed her

concerns and will therefore not be participating with any additional offers of

assistance.

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]

Analyst, Executive Response Team

Review: They continally lie about there vehicles, services and warranties. I was 50 copay, that it's maintained and it's 60 dollars per diagnostics. I tried contacting them to resolve the issue without success. But, they keep blaming me instead of their unfair sales tactics and practices.Desired Settlement: To have proper repairs done at no cost. And apology for fraud and rudeness.

Business

Response:

July 28,

2016

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

[redacted] (“the

Vehicle”)

Dear Mrs.

[redacted],

Thank you

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

the Vehicle purchased from CarMax of Rivergate, CA (“CarMax”) on December 6,

2015. In the complaint, Mrs. [redacted] expresses concerns related to repair costs,

and requests that CarMax complete needed repairs at no cost to her.

On or

around July 20, CarMax management spoke with Mrs. [redacted] about her concerns and

provided clarity around the coverage and deductible costs associated with her Extended

Service Plan. In addition to this, CarMax replaced the Vehicle’s brakes at no

cost to Mrs. [redacted], as a gesture of customer service.

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]

Review: I purchased the car on October 20, 2014. On April 25, 2015, just 6 month later I almost had a wreck because my back right tire deflated. I got it to a service shop where I was told that the tire was in very poor condition, due to dry rotting and the fact that there were warn plugs and patches in it. I was also told the other 3 tires were dry rotted and needed to be replaced. The tires were confirmed to be original to the vehicle. When I purchased the car, none of this was mentioned. I was told that the tires were in great condition and would last a long time. Carmax has horrible customer service and I feel that I was deceived and put in danger by them not disclosing this information. I believe that they should reimburse me for the tires I had to put on the car, since they elected not to tell me about their true condition on the day of the purchase. Dry rotting is not a process that takes place in a few months, it is a slow process that can take years. Clearly customer safety is not a priority to Carmax.Location: Columbia, SCMake: [redacted] Model: [redacted] Owner/Co-Ownder? YesDesired Settlement: I would like to be refunded for a portion, if not all of the cost of the tires that had to be replaced.

Business

Response:

May 15, 2015

[redacted],

Operations Supervisor

RevDex.com

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. [redacted]

Complaint ID: [redacted]

[redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

I am writing in

response to your letter dated April 29, 2015 regarding the Vehicle purchased

from the CarMax store located in Columbia, South Carolina (“CarMax”) on or

about October 20, 2014. Ms. [redacted]

requested in the desired settlement for CarMax to reimburse her any amount that

she paid to have all four tires replaced on the Vehicle.

Ms. [redacted]

mentioned in the complaint that she had to take the Vehicle to a third part

dealership to address a tire concern on or about April 25, 2015. According to the complaint, the third party dealership

inspected the tires and determined that all four needed to be replaced due to

them being dry rotted. Ms. [redacted] authorized

the repairs at the dealership and contacted CarMax thereafter to seek

reimbursement. However, due to CarMax not being given the opportunity to

inspect the Vehicle prior to the work being completed at the dealership, CarMax

declined Ms. [redacted]’ offer but offered her a $50 service voucher to use towards

any service-related concern. Ms. [redacted]

declined the offer.

If Ms. [redacted]

reconsiders this offer and would like to accept, CarMax encourages her to

contact the Service Department directly 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,

Analyst, Customer Relations

Review: I [redacted] and J[redacted] visually inspected My wife [redacted]'s Chevy [redacted] on April 8th 2016 at 1300 hours. [redacted] and Myself purchased this vehicle on December 12th 2015, and were never disclosed information on this vehicle having Flood Damage. After inspecting the vehicle and seeing this damage, I moved the vehicle to Carmax to present the issue on the vehicle they have sold us. I previously took this vehicle to carmax two weeks after purchasing it to present and issue on the brakes in which they told me there was no issue, after them telling me their was no issue I drove the car to still find a issue. The vehicle has 45,000 miles and should not need a brake replacement. Not disclosing to my wife and I would be a unlawful act to the consumer, my wife and I. I have proceeded with and insurance claim on this buisness for selling a product not only hazardous to our health but hazardous to my wife while operating. Im asking this buisness gets insepcted to fraud to their consumers.Location: 521 N McPherson Church Rd, Fayetteville, NC 28303Make: ChevyModel: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like my wife to get a full refund of this product that was sold to us by a horrible and scamming buisness. If not then I will proceed with filing a claim and hiring authority.

Business

Response:

April 27, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. [redacted]

Complaint ID [redacted]

2013 Chevrolet

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

Dear Mrs. [redacted]:

Thank you for forwarding the complaint dated April 11, 2016 regarding

the Vehicle purchased from the CarMax store located in Fayetteville, North

Carolina (“CarMax”) on or about December 4, 2015. Mr. [redacted] expresses concerns about

potential flood damage to the Vehicle, as well as brake concerns. Mr. [redacted]

requests in the desired settlement for CarMax to provide a full refund for the

Vehicle.

Mr. [redacted] brought the Vehicle to CarMax on or about December

16, 2015, for a concern he described as a squeaking noise coming from the

brakes. CarMax diagnosed the vehicle at no cost to the customer, under the

terms of the Limited Warranty, and found that the vehicle was operating

normally and required no correction.

CarMax does not have any record of being in communication with Mr.

[redacted] after this last visit on or about December 16, 2015, but was informed

about his flood damage concerns via receipt of this complaint. The Service Manager has reached out to Mr.

[redacted], and has communicated that CarMax would be happy to reexamine the

Vehicle for flood damage and brake concerns.

During the conversation with the Service Manager, Mr. [redacted] stated

he would bring the Vehicle in on 4/28/16 or 4/29/16. If it is found that pre-existing flood damage

is present, CarMax will work with Mr. [redacted] to complete a return of the

vehicle. CarMax will continue to remain

in contact with Mr. [redacted] regarding this concern. Should he have any questions in the meantime,

Mr. [redacted] is encouraged to reach out to the Fayetteville Service Team at

(910)864-6222, 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

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

Review: We purchased a [redacted] not even two months ago from Carmax at the Orlando location and immediately had issues with it idling badly and additional electrical issues. We brought it to the dealership in Jacksonville (we live in Palm Coast but I work in Jacksonville) and Jason was kind enough to provide a loaner, but our car instead had to be taken to the local Subaru dealership (because Carmax wasn't equipped to deal with the problem), where it sat for almost two weeks before we got it back. We were told all they supposedly did was just reset the error code, no repair was actually performed. So it was a waste of being without the car for 2-weeks.

Upon picking it up, two days later three lights came on ABS, Hill, and the all-wheel drive. I made an appointment to bring it out there and before I brought it in, they went out, which would have kept them from being able to diagnose it. I was told that if it happened again they'd certainly stand behind it.

This morning, they came on and I couldn't take the car out of Park without turning the car off/on 4 times. I called this morning and was told that now we'll have to pay a $115 diagnostic fee plus the cost of the repair and that they're not standing behind because we're outside 30 days. We haven't even made our second payment on it yet.

Needless to say we're extremely dissatisfied. The buying experience may be great (and it was) but the after the sale part of things has been a nightmare, especially since Carmax can't take care of the issue on their own and has to sub it out, and then essentially washes their hands of you barely two months after the fact. I've owned a dozen cars in my life (we bought all of them at the same dealership because the service was so great) and I've never been treated so poorly. After spending $20k+ on a vehicle that has had issues from the start, and after being told that if it happened again they'd help us, I'm stunned that we were left like this.Desired Settlement: All I want are the electrical issues fixed. We've barely had the car that long and I specifically went to a dealership like Carmax to prevent this exact situation from happening as they're supposed to be a reputable dealership that cares about their customers. If it was a year from now, I'd understand that these problems would be mine to deal with. But I just bought mere months ago and had issues within the first 30 days, and they've obviously just gotten worse.

If they're not willing to fix the car, then I'd like to return the vehicle.

Business

Response:

August 17th, 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 Mr. [redacted] regarding his purchase of the Vehicle from CarMax of Jacksonville, FL (“CarMax”) on April 24th, 2016. In his complaint, Mr. [redacted] requested that CarMax either repair any outstanding electrical concerns no cost to him), or allow him the ability to return the Vehicle. Mr. [redacted] brought the Vehicle to CarMax in approximately June of 2016 to address the concerns mentioned in the complaint. CarMax reviewed his concerns and sublet the Vehicle to the Subaru dealership for further diagnosis and repair, all under the terms of CarMax’s 30-Day Limited Warranty.Mr. [redacted] contacted CarMax back shortly after the repairs were completed on the above date, stating that the Vehicle was exhibiting the same symptoms as were present during his previous visit. CarMax requested that Mr. [redacted] bring the Vehicle back to CarMax on or about for a diagnosis at no cost to him. Mr. [redacted] did not show up to this appointment and has not been back in contact with CarMax – until the receipt of this complaint. In an attempt to resolve this, however, CarMax invited Mr. [redacted] to bring the Vehicle in for a service appointment on August, 19th, 2016. At that time, CarMax replaced a stop light switch at no cost. There were no additional repairs needed at that time. If Mr. [redacted] has any additional questions, 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]Analyst, CarMax Customer Relations

Review: I was recently a patron of two Carmax locations. I had made arrangements to purchase a car from a dealership in [redacted] and was not satisfied with the trade value they offered so decided to explore my other options.

I had read good things about Carmax so decided to try "the hassle free experience." I made arrangements for an appraisal at my nearest location in [redacted], [redacted]. Things went very well at this location and I left satisfied in the knowledge that my car would be sold.

While at the [redacted] location, I spoke with the sales representative and explained my situation, I would be traveling to [redacted] to purchase a car within the 7 day period of the appraisal guarantee. I was then assured that my appraisal was valid at any location and I would not have any problems selling the car in [redacted] for the Carmax appraised value. Just to be sure, I spoke with the store I would be dealing with in [redacted] and was again assured that the appraisal would be valid and a check would be issued on my arrival.

On Saturday, July 16 I would be purchasing my new car and had made arrangements accordingly. I arrived at the [redacted], [redacted] Carmax with my appraisal, title, registration, keys, and hoped to be back on the road shortly.

When I spoke to the business office representative, I was told that my [redacted] appraisal was no longer valid even though it was within the 7 days. I was also told that a new appraisal would need to be completed and this would take upwards of 2 hours with no guarantee that the value would remain the same. I explained that this was not what I had been previously told, and was again informed that there was nothing more that could be done.

I did not have 2 hours to wait as I needed to be at the dealership to complete my purchase before they closed. I had no choice but to take a loss on my car on trade and left Carmax. I spoke with a manager earlier this week but since have not heard a thing.Desired Settlement: I would like my appraisal to be honored. I had to drive an hour and a half for the first appraisal and make arrangements for the second one, only to leave empty handed.

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 attempt to sell the Vehicle to CarMax of [redacted] (“CarMax”) on approximately July 13th, 2016. In her complaint, Ms. [redacted] requested that CarMax honor the original appraisal offer she received during her initial visit to CarMax of [redacted] CarMax (of [redacted], IL) spoke with Ms. [redacted] on approximately July 22nd, 2016, explaining that a system error occurred at the time of the second appraisal, which affected their ability to see the initial offer presented to her by CarMax of [redacted], IA. After rectifying this and explaining the system error, CarMax of [redacted], IL confirmed that they would be happy to offer her the original appraisal value of $500.00. However, Ms. [redacted] informed CarMax that she has since sold the Vehicle to another dealership and would not be accepting this offer. CarMax appreciates the opportunity to respond to this complaint and encourages Ms. [redacted] to contact me at [redacted], ext. [redacted] if she has any additional questionsThank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]

Review: The vehicle has been in and out of the Carmax shop for repairs at least 5 times over the past 2 months. Purchased vehicle in least than a week of purchase vehicle had to be placed in carmax shop for repair of brakes and rotors. While in carmax shop for repairs vehicle was in collision that caused bumper damage. I had to return the car 4 days after first repair to fix damage from collision and transmission issues, and A/C. Vehicle was then returned to me I noticed air bag issue sand the trunk would not close. I then had to return the vehicle to have that issue repaired. The vehicle has been in the carmax repair shop more than its been in my procession over the past two months and I had to make 2 car payments on the vehicle. I wasn't even able to drive it. I am concerned that the vehicle is a lemon and did not undergo the 120 point inspection that CarMax guarantees. I am also concerned due to safety issues with air bags and collision while in carmax shop for repairs any other damage that might have been done to the car. CarMax has also stated that due to the numerous repairs. The car is no longer under warranty. I would have to pay out of pocket for the deductible and for any further repairs of the vehicle. I feel that the vehicle was sold in terrible condition and I should not have to pay anything for repairs. I have tried to speak with the general manager and the service department in regards to my concerns. No one will address any of my concerns or call me back. I asked several times for the vehicle to be returned to the lot and for Carmax to terminate contract and repay my down payment and 2 payments I made on vehicle or offer another vehicle. to lease. Carmax has not tried to resolve the issue at all.Desired Settlement: I desire to return the vehicle to car max for and exchange. I would also like my down-payment and 2 car payments I made on the vehicle be refunded.

Business

Response:

June 30, 2016