CarMax , Inc.

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: when I purchased the car I was told The car was thoroughly inspect it and nothing was wrong with it. I then noticed the tires was dry rot so I asked about it and they said it was safe.so a few weeks after I purchased the car I noticed break issues and the oil light came on as well as my tires keeping pressure. I call Carmax I let them know about it they said they would fix it just bring it in when I got got there they looked over everything and said everything was fine my tires was just cosmetic damage. when I leave I'll start having the same problems as before so I take my tire to have them looked at by 2 other places. both places said the tires needed to be replaced are they inside my car back to Carmax and they refused to do anything about it. about a week ago I was driving and had a blowoutI called Carmax back and they were still refuse to do anything.when I brought it in and they said it was cosmetic damage now when I go in they say they can't fix it because of the mileage but when I bought the car I was told that it was thoroughly inspect it and yet Barely anything they inspected was complete. I feel they lied well I know they lied just to get me to buy the car for example they said the old had just been changed a week after I buy the car the oil light came on our card at there and they say oh it was changed 3000 miles ago. The brakes that was just changed before I purchase the car needed to be fixed less than a month later I don't understand how you can do a thorough inspection and miss things like that that's the reason I feel they told me anything just give me to buy the car I have been in contact with the manager as well as the corporate office and both of them refuse to do anything about it they have come up with every excuse possible instead of just taking responsibility they have been rude and very disrespectful even gone so far as to say that it's my fault I should have replaced my tires myself if I wanted good tires. Carmax is full of nothing but excuses and it starts with the management and then relayed to their sales reps, who use unfair selling tactics to sale cars.Location: [redacted]Make: [redacted]Model: MalibuOwner/Co-Ownder? YesDesired Settlement: Replace my tires

Business

Response:

May 17th,

2016

[redacted], Operations Supervisor

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 Indianapolis, IN (“CarMax”) on December 8th,

2015. In

his complaint, Mr. [redacted] requested that CarMax replace the tires on the

Vehicle.

CarMax

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

to CarMax’s records an inspection of the tires on the Vehicle was completed at

CarMax in approximately February of 2016. At that time, each tire exceeded

CarMax’s standards.

Mr.

[redacted] contacted CarMax Customer Relations on approximately April 29th,

2016, reiterating concerns about possible dry-rot associated with his tires and

requested CarMax replace the tires at no cost to him. Mr. [redacted] has put on

approximately 10,000 miles since purchasing and is outside of any warranty

period which CarMax offers.

CarMax

would be happy to replace the tires on the Vehicle; however, the cost of this

repair would be the responsibility of Mr. [redacted].

In

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

at 855-562-4935, 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.]

Regards,

Review: We purchased our car at the Roseville CarMax lot on Wednesday evening, May 11, 2016. On the ride home my children and I noticed a sour smell coming from the air vents (filter needs to be replaced). By Thursday morning, our brakes were squeaking, and the car was making strange noise while driving. On Friday, May 13 we took it to a shop for a full diagnostic and discovered it had several mechanical/electric/product issues. It had several transmission codes, TCV code, body control module code, they said the brake hoses and belts needed to be replaced, the water pump area shows lite oil residue, the front struts were rounded, something was wrong with the under carriage, there were issues with the front sway bar linkage as well as several of the car body parts being loose, plastic bolts were missing.

In our contract there's a document that states that our car received a 125-point inspection which included the items found with issues above. If they did the work they promised in our contract then I wouldn't be filing this complaint because either the car would have in perfect condition, or they would have never sold it in the first place. As of now another CarMax lot has promised to repair the vehicle, based on 30-day warranty, with the verbal understanding that our 5 days to return the vehicle is being paused so that we'll still have 3 days to return it. We were told we couldn't get it in writing so we're more than a little skeptical. If we can't get it in writing we'll be getting a refund on Monday, May 16.

We are very disgusted and frustrated with our experience at that Roseville CarMax. We're just thankful nothing happened while our kids were in the car.Location: Roseville, CAMake: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: We want the car to be in the condition that was promised by them stating the car had passed that 125-point (at minimum) inspection, and we want to be assured that until the car is in the condition promised the 5 days we're given to return the car isn't exhausted.

We also hope the Roseville CarMax lot is made to correct its deceitful ways. No customer should have to go through this.

Business

Response:

June 6, 2016

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite

300

Richmond, Virginia 23236

Re: Mrs. [redacted]

Complaint ID [redacted]

2007 [redacted] (the “Vehicle”), VIN: [redacted]

Dear

Mrs. [redacted]

I am writing in response to your

letter dated May 15, 2016 wherein you forwarded a complaint from Mrs. Damitra

[redacted], regarding the Vehicle purchased from the CarMax store located in Roseville,

California on or about May 11, 2016. Mrs.

[redacted] requested in the desired settlement for a CarMax store other than the

location of purchase to complete the repairs noted in the complaint. In addition, Mrs. [redacted] requested that

CarMax also extend the 5-Day Money-Back Guarantee period until after the above

repairs have been completed.

CarMax’s records indicate that the

CarMax located in Sacramento, California (“CarMax”) is currently working to

resolve Mrs. [redacted]’ concerns as stated in the desired settlement.

CarMax will continue to keep Mrs.

[redacted] informed on the progress of her Vehicle as more updates become

available. However, if Mrs. [redacted] has

any additional questions or concerns while the final repairs are being

completed, CarMax encourages her to either contact the Service Department directly

at (916)509-4428 ext. * or Sharon Martin in CarMax’s Customer Relations

Department at (800)519-1511 ext. [redacted].

CarMax appreciates the opportunity

to respond to this complaint.

Please

contact me at (855)562-4935 extension [redacted] with any questions you may have.

Sincerely,

Nekia

W[redacted]

Analyst, Executive Response Team

Review: I purchased a [redacted] with 7k. When I first drove off the car made a grinding sound, then upon further examination I found pet hair. While driving the car a flea landed on my hand. So the car had audioable issues from the brakes and now pet hair with bugs. Keep in mind I mentioned that I'm Immunocompromised with HIV/AIDS. I returned the car under the 30 day warranty to attempt to correct the issues. Meanwhile I'm traveling back and forth 300 plus miles since I live in Iowa, but came to CarMax thinking that "the way car buying should be." I pick up the car yesterday and they didn't remove all the hair and to make matters even worse, they TORE the backseat in several locations. They didn't fix the starter that made a grinding sound, even after the technician acknowledged the sound when I first dropped it off. (Separate but all the same issues with service department) they said they would remove glue that THEY placed on the vehicle with their advertising and didn't.... I understand it's a used car, but they are no different then enterprises, when they sell their fleet vehicles. I suffer from chronic illness and anxiety issues. This is by far the WORST experience I've ever had in my life with ANY DEALER.Desired Settlement: I DO NOT TRUST CARMAX, NOR DO I EVER WANT TO DEAL WITH THEM. I WANT THE VEHICLE PRICE ADJUSTED OR SOME TYPE OF PAYOUT COMPENSATION. MINIMUM OF $750. THIS IS UNACCEPTABLE. But no further contact with the company an apology, store credit, anything. Just the simple fact that I filed is fine. I truly don't expect a damn thing from these crooks.

Business

Response:

June 21,

2016

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [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 [redacted] (“CarMax”) on April 26, 2016.

In the complaint, Mr. [redacted] states that he brought the Vehicle to CarMax for

service, and is not satisfied with the work completed. He requests a minimum

settlement of $750 as compensation.

While

CarMax declines Mr. [redacted] request for relief, we want Mr. [redacted] to be confident

in the Vehicle. CarMax has been in

communication with Mr. [redacted] about having service work completed at a Toyota

dealership that is more convenient for Mr. [redacted]. CarMax will be in communication with Mr. [redacted]

until repairs are completed.

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]

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,

please reopen this case, we are currently trying to figure out tax and title. They sent the wrong information for my titling information, stating that the car was sold at 70,008K on the ODO but it was actually bought with 7,008 Miles. I have made several trips to and from Clinton County, Also in the bill of sale they didn't include my trade in which didn't allow me to have the tax credit. So now I am currently driving on expired tags.

Review: This issue in regards to a vehicle that was purchased on April 24, 2016. Then on may 8 while driving home from a family vacation the battery and alternator went out. And we were stranded, I tried to contact the roadside assitance that I was told I had through carmax when I purchased the vehicle but was never given the number in the paperwork for the 24hr assistance. After struggling to have the car fixed my spouse([redacted]) was able to fix the vehicle him slef by purchasi g new parts at an auto supply store. On the day after returning home on 5-9-16. We contacted carmax and informed them of the issues that occurred. Emails were sent with receipt of parts for cost of parts. Carmax stted that we would be reinburst for the cost. At 3-5 business days no check was received I contacted (joey d[redacted]) I was informed that it would take another 10 to 12 business days to receive a check. As of 5-17. Nothing was received. I contacted joey and he informed me that the message would be passed to his supervisor for follow up. Every other day I co tacted joey to find an answer on the issue and all I got was that my issues were passed on tthe supervisor. As of today 7-6-16 I called Angiedurahan the supposed supervisor and I was told I could either drive to Irvine wich is an hour drive in traffice or they could mail me a check. So the original che k was never mailed.

Business

Response:

July 19, 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 6, 2016 regarding

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

on or about April 24, 2016.

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

battery and alternator and requests that CarMax reimburse the repair expenses,

as previously offered.

CarMax’s records indicate that the reimbursement request was

received from Ms. [redacted] on or about May 10, 2016. It’s noted that the Service

Manager, Joe, requested additional information from Ms. [redacted] at that time in

order to process the requested reimbursement. Company notes indicate that the

Service Manager again spoke with Ms. [redacted] on or about May 17, 2016, and

received answers to the questions asked previously, as needed for processing.

CarMax’s records state that Ms. [redacted] called CarMax Irvine’s

Business Office to inquire about the status of the refund on or about June 19,

2016, and again on or about June 28, 2016. During the call between Ms. [redacted] and the Business Office Manager on or about June 28, 2016, Ms. [redacted] was

offered the option to visit the store to receive her reimbursement as cash. Ms.

[redacted] elected to move forward with this option and visited CarMax Irvine on

or about July 9, 2016. During this visit, CarMax issued Ms. [redacted] her

reimbursement, as well as vouchers for future service needs as a goodwill

gesture.

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: In 2010 I purchased a [redacted] with a car fax of not frame damage and no other negative reason for buying the vehicle. On June 7th 2016 , I took my [redacted] into [redacted] of Columbia for routine maintenance and was curious about the trade -in value in order to purchase a 2016 [redacted]. This is when it was brought to my attention that my [redacted] had front end frame damage and also was involve in an odometer rollback. The discrepancy showed that the odometer was 20,000 miles understated.Desired Settlement: Refund of the amount of money that was overpaid by myself, for the difference of what my auto was actually worth at that time, considering both , front end frame damage and odometer tampering.

Business

Response:

June 20th,

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 Columbia, SC (“CarMax”) on October 22nd, 2010.

In

his complaint, Mr. [redacted] states that the Vehicle purchased was involved in an

odometer rollback and also had existing frame damage prior to purchase. Mr.

[redacted] requested that CarMax refund “the amount of

money that was overpaid and for the difference of what [the Vehicle] was

actually worth at that time.”

CarMax

was aware of Mr. [redacted]’ concerns prior to receiving this complaint and was in

communication with Mr. [redacted] after the complaint was submitted. CarMax

completed previous repairs on the Vehicle throughout Mr. [redacted]’ ownership and

has not found any evidence of frame damage after inspection. A review of CarMax

records indicate that the Vehicle did have an incorrect mileage reported via an

auction company on a [redacted] vehicle history report prior to Mr. [redacted]’

purchase. CarMax was unaware of this discrepancy as customers are provided with

an AutoCheck vehicle history report prior to purchase. The Vehicle was never

titled improperly due to this discrepancy, and the concern does not have any impact

on value of the Vehicle.

CarMax

Customer Relations spoke with Mr. [redacted] regarding these concerns on

approximately June 15th, 2016, and offered to appraise the Vehicle

at any time Mr. [redacted] would like.

If

Mr. [redacted] has any further questions regarding this concern, he is welcomed to

contact me at [redacted]

Thank you for providing

CarMax the opportunity to respond to this matter.

Sincerely,

Curt

D[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 put a car on hold online at carmax for store [redacted] over 2 weeks ago a sells person by the name of Cameron R[redacted] contacted me that day to tell me he would be my sells rep I was super excited he went through the basic's & followed back up with me the next day to check to see if I qualified for the car it took a few questions & answers then I was approved & had a quote he told he would put in the paper work to get the car ported to their store within a few days he also said he would follow up with me regularly after that call things started to go wrong he wouldn't follow up or return email's or call's unless I called the store & left a message for him even after that he wouldn't keep me informed & nor updated when he did it was always late in the day or a week later I tried to have my proof of insurance faxed to him before I got there but he kept giving me the wrong fax number this delayed me in so many ways another issue was I was suppose to be able to track the car every move with the transfer timeline but that was not the case I was told the car would be at the store for pick up on 6/18 on the 18th I emailed him & never got a response until I called into carmax his co worker said he would reply the message he finally called back late that day & said the workers that package or transfer the car went on strike & he will have it ship 2 days later finally he gave me another date the car would arrive at the store it was 6/24 he called me late in the day knowing I had a long ride ahead of me he also didn't respond to my emails on weather or not he received my proof of insurance for my new car lastly when going through the paper work I told him I would like a temporarily plate so that I can go to my local dmv to get custom plates he told me that it was mandatory that I have plates from carmax & I couldn't get a temporarily plate I asked the front desk person name luise to spoke with a office manager & I was told there wasn't one availableLocation: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I should not have been lied to nor deceived I am a disabled veteran & would have liked to get plates of that nature this is my second car I got from carmax & I do not feel they have good customer service I had an appointment & still was there for over 2 hours thats hard for someone thats 65 I'm in debt thousand's of dollars for this lovely car & carmax scammed me out of a car plate fee

Business

Response:

July 7, 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 June 25, 2016 regarding

the Vehicle purchased from the CarMax store located in Beaverton, Oregon (“CarMax”)

on or about June 24, 2016.

In the complaint Mr. [redacted] describes concerns with communication

and delays related to transferring the Vehicle. Mr. [redacted] also states he was

not able to receive a temporary license plate for the Vehicle, which would

allow him to later acquire the desired veteran’s vanity plate with the Department

of Motor Vehicles. However, Mr. [redacted] shares that he paid for and received a

standard license plate at CarMax. He now requests that CarMax refund him the

amount that he paid for the standard license plate at the time of purchase.

CarMax’s records indicate that the Beaverton location has a few license

plate options available for customers to select from in-store. These options,

however, do not include the veteran vanity license plate. When a style of

license plate is requested that is not available in-store, CarMax’s policy

includes issuing a temporary tag at a cost of approximately $30 to the customer,

which allows the customer up to 21 days to purchase the desired vanity license plates

at their local Department of Motor Vehicles office.

While CarMax has no record of Mr. [redacted] request for a temporary

tag at the time of sale, a member of CarMax Beaverton’s Business Office

department called Mr. [redacted] on or about July 12, 2016 and offered to refund him

the difference between the cost of a standard license plate and a temporary tag

fee. Company records indicate that Mr. [redacted] was unavailable at the time of

that call, so a message was left for him. Should Mr. [redacted] wish to accept

CarMax’s offer, he is encouraged to call the CarMax Beaverton’s Business Office

at [redacted] option **

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.]

Regards,

[redacted] The point of filing a complaint was to express my concerns to let Carmax know that their employer Cameron R[redacted] was dishonest with me while processing part of my paperwork all the other associates was straight forward & honest I tried reaching out so many times to the office directly but everytime I called I was told there wasn't a supervisor available what I am saying is truthful understand out of all things why would I be dishonest about a license plate when I just financed a 2nd car for over 36,000 from Carmax.

Review: I purchased a vehicle 11-21-15 and paid to have leather put in the vehicle. An appointment was made for me to return the vehicle to install leather on 12-14-16. I had a death in the family and could not keep the appointment. I have tried several time to reschedule the appointment (Carmax in Memphis) and they always say someone will have to call me back, but they never do. It's been approx five months. It is becoming apparent that I am being given the run-around. my wife (who is a lawyer) just called them again today and spoke with Cynthia in the business office. She was very rude to say the least, she was unhelpful, and condescending; clearly, my wife was putting her out because she and just kept telling her that we need to call back next week because she knows nothing about this because she only works weekends. I want my leather put in or I want my money back with interest.Location: Make: Model: Owner/Co-Ownder? Desired Settlement: Install the leather or give me my money back and apologize for their conduct.

Business

Response:

May 17th,

2016

[redacted], Operations Supervisor

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 Memphis, TN (“CarMax”) on November 21st, 2015.

In

his complaint, Mr. [redacted] requested that CarMax reimburse him for the cost of

leather installation in the Vehicle or complete the installation of leather for

which Mr. [redacted] previously paid.

As

stated in his complaint, Mr. [redacted] purchased leather to be installed in the

Vehicle at the time of sale. The amount of this installation was included in

the terms of his loan on the Vehicle. CarMax scheduled a service appointment to

have the leather installed in approximately December of 2015. Mr. [redacted] was unable

to make this appointment. CarMax has no record of subsequent service nor any

record of Mr. [redacted] scheduling an appointment for installation.

CarMax

processed a reimbursement for the leather installation on approximately April

11th, 2016 in the amount of $1,436.69. At that time, CarMax returned

this amount to the principal balance of Mr. [redacted]’ loan for the Vehicle through

CarMax Auto Finance. CarMax communicated this with Mr. [redacted] on May 14th,

2016.

In

the event Mr. [redacted] would still like to have leather installed in the Vehicle,

CarMax will make an appointment for the installation and Mr. [redacted] will be

responsible for the cost which was previously reimbursed.

If Mr.

[redacted] has any further questions, he is welcome to contact me at 855-562-4935,

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.

I have NOT received a check from Carmax. If they had actually sent a refund, wouldn't they have told me that over the past few weeks when I called and they promised a call back. This cannot be a final resolution as they have not refunded my money. Furthermore, I just tried to call Mr. D[redacted] to no avail. Please advise.

Regards,

Review: I purchased a vehicle from Carmax in [redacted] on 5/7/16. I wrote a check for a $6,000.00 down payment. I received a call from Carmax corporate stating that my check had been returned with a "stop payment" reason. I Was told the check was deposited on 5/9/16 and that the return came back on 5/19/16, 10 days later. I stated the check had cleared my account and proceeded to fax over the bank statement showing this, and also requested a copy of the cancelled check from my credit union. I even went as far as setting up a conference call between Carmax corporate and my credit union, who also verified the check cleared my account. However, I was told that the loan had already been bought back, and the car was now going to go through the repossession process. Even with all the proof the money was pulled from my account. I was told nothing can be done except repossession or returning the car. I was given the option of reapplying for the loan and putting another down payment down. This is unacceptable. I provided all proof that the payment was taken from my account and it is being made to be my fault that Carmax can't find the down payment, or [redacted] (who they bank with). I refuse to go through the embarrassment of a tow truck coming to my house to repossess my car. In addition, the damage done to my credit report since a repossession will stay on my credit for 5-7 years. Absolutely terrible business and business practices. I plan on contacting a lawyer to explore my legal options as well. As I have ALL proof necessary to show that the check cleared my account and the funds were pulled by Carmax.Desired Settlement: I want Carmax to admit they are wrong and I am not at fault. I want an official letter stating this and also an official letter stating my credit has been cleared of any repossession. I will no longer pursue business with Carmax, and do not wish to purchase from them again.

Business

Response:

August 9, 2016[redacted]720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing in response to your letter dated July 26, 2016 wherein you forwarded a complaint from [redacted], regarding the Vehicle purchased from the CarMax store located in Mechanicsburg, Pennsylvania (“CarMax”) on or about May 7, 2016.CarMax’s records indicate that prior to submitting this complaint, Mr. [redacted] was in communication with CarMax’s Credit and Collections Department to assist with this matter. However, Mr. [redacted] emailed CarMax’s Customer Relations Department about the details of his complaint on or about July 28, 2016, and has been in contact with them ever since.Mr. [redacted] can follow up with me directly at [redacted] extension [redacted] if he has any additional questions or concerns.CarMax appreciates the opportunity to respond to this complaint.Sincerely,Nekia W[redacted]Analyst, Executive Response Team

Review: By far thw worst customer service they ran my credit evan when I told them not Desired Settlement: Get new rep manager heather and rep alvin are not good csr

Business

Response:

Dear Sir/Madam:

Thank you for sharing Ms. [redacted] complaint

and providing us with the opportunity to respond. Ms. [redacted] alleges that she

never authorized us to submit a credit application on her behalf. [redacted] desired resolution is

unclear. Nevertheless, based on a review

of our records and an interview of the sales associate identified in the complaint,

it is our conclusion that [redacted] complaint is without merit.

On August 9, 2016, Ms. [redacted] visited our store

in [redacted] and submitted a credit application to finance the purchase

of a [redacted] (the “Vehicle”). Despite a credit

approval, Ms. [redacted] did not purchase the Vehicle. The next day, Ms. [redacted] visited our store in

[redacted] and purchased a [redacted] with her own finance source.

Prior to submitting each application, and as we do for every

applicant, we presented Ms. [redacted] with an opportunity to review and agree to our

Credit Application Terms and Conditions (“Consent Form”) and she agreed to

proceed with the application. Specifically, under the Consent Form, Ms. [redacted] authorized us and our finance sources

to “use your credit reports and verify your application information.”

Additionally, the

substantial amount and nature of personal information Ms. [redacted] voluntarily provided to us – e.g., name, address,

length of time at address, previous address, phone number, date of birth,

social security number, employer, length of time with employer, and income –

support her intent to apply for credit on 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 [redacted]s complaint to our

attention. If you need any additional

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

information provided above.

Sincerely,

Brent A[redacted]

Operational Compliance Manager

CarMax

Review: Carmax ran my credit more than 20 times without my authorization. I authorized ONE TIME and I am still getting mail from different financial institutions of Carmax running my credit multiple times. Each inquiry is minus 2 points and I have contacted carmax and I have not gotten a reply[redacted]

[redacted]Desired Settlement: REMOVE EVERY UNAUTHORIZED INQUIRY FROM MY CREDIT IMMEDIATELY

Business

Response:

August 26, 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] complaint and providing us with the opportunity to respond. [redacted] alleges that we submitted over 20

unauthorized credit applications on her behalf.

Further, [redacted] alleges that each resulting inquiry on her credit file

reduced her credit score by 2 points. [redacted] accordingly demands that we contact the credit reporting agencies to request

the removal of these unauthorized inquiries.

[redacted] complaint is without

merit based on her extensive transactional history with us. On July 10, 2016, [redacted] visited our Los

Angeles, California store to request an appraisal of her [redacted] and applied for credit on a [redacted] individually and then

jointly with [redacted]. Despite a

credit approval, [redacted] did not purchase the Terrain.

[redacted] returned to our Los

Angeles store on July 12th, and visited our Torrance, California

store on July 12th, July 13th, July 16th and

July 17th. Over the course of

these visits, [redacted] test drove a [redacted]

[redacted] and a [redacted], applying for credit on

each of these vehicles, going back and forth between an individual application

and a joint application with [redacted].

Each of [redacted] 11 (and not 20+) applications was authorized.

Prior to submitting each application, and as it does for every

applicant, our Dealer Affiliate presented [redacted] with an opportunity to

review and agree to its Credit Application Terms and Conditions (“Consent

Form”). Among other things, the Consent

Form authorizes our Dealer Affiliate and its finance sources to “use your credit

reports and verify your application information.” [redacted] agreed to and signed a Consent Form

for each application. ([redacted]

Consent Forms are attached.)

Lastly, with respect to [redacted] assertion

that her credit score dropped 2 points for each inquiry because of her credit

applications, this is inconsistent with our understanding of how credit

reporting agencies treat such inquiries. We encourage [redacted] to review

Experian’s FAQs which explain that multiple inquiries for the purchase of a

financial product (e.g., an auto loan) within a short period of time such as 14

days is treated as a single inquiry and have little to no negative impact to a

credit score. This is consistent with an

explanation provided by the Consumer Financial Protection Bureau (“CFPB”). Since M[redacted] applications were submitted

over the course of 7 days, the resulting inquiries should have had little to no

impact to her credit score. (The

[redacted] FAQs and the CFPB explanation are attached.)

If [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 [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.

Sincerely,

Brent A[redacted]

Operational Compliance

Manager

CarMax

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,

I am in receipt of a copy of the response that Carrnax sent to Revdex.com dated 8/26/16. I am responding to the absolute lies that they have blatantly put down in writing. I DID NOT AUTHORIZE CARMAX TO RUN MY CREDIT MULTIPLE TIMES. I WANT EVIDENCE THAT I PUT MY HAND ON THEIR COMPUTER TO AUTHORIZE THEM TO RUN MY CREDIT MULTIPLE TIMES. I WENT IN TO CARMAX TO ON SOME OF THE DATES SPECIFIED AT THE REQUEST OF THEIR SALESPERSON TO TEST DRIVE CARS. FURTHERMORE, MY CREDIT WAS RAN WHEN I WAS NOT EVEN THERE AND WITHOUT MY KNOWLEDGE. IDENTIFICATION (DRIVERS LICENSE) WAS PROVIDED TO TEST DRIVE THE CARS ONLY!!!! MY CREDIT WAS STILL BEING RAN WITHOUT MY AUTHORIZATION EVEN AFTER I HAVE ALREADY PURCHASED A CAR FROM TIMMONS IN LONG BEACH. AT NO TIME DID I HAVE KNOWLEDGE THAT MY CREDIT WOULD BE HIT MULTIPLE TIMES, THIS IS UNAUTHORIZED, THEREFORE ILLEGAL WHAT THEY ARE DOING. REGARDING ANGEL GOMEZ, HE rs NOT A PART OF ME WANTING TO GET A CAR, I WANT HARD EVIDENCE THAT HE AUTHORIZED FOR HIS CREDIT TO BE HIT. HE PROVIDED HIS DRIVERS LICENSE TO TEST DRIVE ONLY!!!I WANT HARD EVIDENCE THAT I AUTHORIZED CARMAX TO RUN MY CREDIT MULTIPLE TIMES. EACH CREDIT INQUIRY IS MINUS 2 POINTS. I WORKED HARD TO PRESERVE MY CREDIT, I WANT IT REMOVEDIMMEDIATELY.

Review: I had nail in my rear tire and I was informed all four of my tires were installed (inside out) improperly. I have been driving on these tires for a year and I could have been in car accident due Carmax falsely reporting that vehicle was certified with a full point inspection. I arrived to Carmax on 6/28/16 and spoke with Jonathan V[redacted] and the superviosr Gary to address the issue they apologized and remounted and rotated my tires and they claimed further damages was my fault. The supervisor Gary was unconerned about my issue at hand. By me being a woman purschasing my first car I placed my faith in Carmax selling me good car only to discover all of my tires are damaged. I also had other issues with this car that had to be repaired which Carmax claimed the recall for this car couldn't be found in their database. I am applaud with the service Carmax render towards me . I wil NEVER recommend nor purschase another vehicle from this company. I no longer want this vehicle, I understand that the vehicle used however they claimed they performed a full point inspection only to find out they lied.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I would like my money back because my bank paid for this car in full. I don't want to be responsible for any additional repairs due to Carmax selling a undrivable vehicle. Since the tires have be reversed now they are not drivable and I'm responisble for purshasing four new tires. THIS IS UNACCEPTABLE AND UNPROFESSIONAL.

Business

Response:

July 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 June 28, 2016 regarding

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

on or about June 20, 2015.

In the complaint Ms. [redacted] expresses concerns with the Vehicle’s

tires being installed incorrectly, one of which recently went flat after she

ran over a nail. She also states that she had a recall repair addressed during

her ownership. Based on this, Ms. [redacted] requests that CarMax refund the money

she paid through bank financing to purchase the Vehicle.

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

Memphis’s service center on or about June 28, 2016 to inquire about a tire

mounting concern. Service notes from the Service Manager state that four new

tires were installed before Ms. [redacted] purchased the Vehicle. However, it was

confirmed that the Vehicle’s tires had been installed inside out at the time of

replacement. CarMax offered to remount the three tires for Ms. [redacted], fix the remaining

flat tire (should the nail damage allowed for repair), and inspect each tire

and wheel.

During the inspection, it was noted that one wheel was bent,

consistent with damage from hitting an object or driving over a pothole. After

looking at the flat tire, the Service Manager discovered that the damage was

unable to be repaired, and that Ms. [redacted] would need to replace it with a new

tire. Service notes from the visit indicate that the tires were wearing evenly

and still had a good amount of tread depth, after a year of the Vehicle being

driven by Ms. [redacted].

A search of the Vehicle’s VIN on the National Highway Traffic Safety

Administration (NHTSA) website does not reveal any open recalls for the

Vehicle. Ms. [redacted] is encouraged to speak with the Vehicle manufacturer directly

for any questions she has regarding manufacturer vehicle registration or recall

notifications.

While CarMax is unable to participate in reimbursement for the

full cost of the Vehicle as requested, they have assisted by completing the

above mentioned tire remount and inspection at no cost to Ms. [redacted]. Should Ms.

[redacted] still need to replace the tire that was damaged during normal operation

of the Vehicle, she is encouraged to call the CarMax Memphis service department

at [redacted], option *. The service department will be happy to assist by

providing pricing for Ms. [redacted]’s preferred brand of tires for the 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: I bought a [redacted] from Carmax. since day one it was giving a problem with a brakes . it is making a scratching sound . I took the car back to carmax and I spoke with a manager his name is Rich P[redacted]. I was going to return the car but when I spoke with the manager he said they can fix this issue For FREE. and I said okay fine ill keep the car and they made a appointment to fix the car issue. but they said everything is fine with This car. but it happen few more times and I took the car back to dealer and they keep saying this car this not have any problem . I called [redacted] dealer and I spoke with service department. They said you need to get a new brakes because it has a issue. So I spoke with carmax again on the 7/1/2016 . Now they saying we can't do anything we can try to see what going on but we can't replace the brakes . Anyway the parts and labor it cost over $3115.41. and carmax does not want to fix this issue. Desired Settlement: I would like to get the car repaired or get my Full money back from carmax. Thank you.

Business

Response:

July 21, 2016

Review: The Lender, CarMax, sold me a bundled loan to finance the purchase of a car and an extended warranty on or about 3/13/2013. 100% of the cost of the car, extended warranty, taxes and fees, totaled $49,350.17, were financed. I was duped into this loan believing that the Lender will cover the repairs under it's MaxCare warranty program.

While on my way to work on the morning of 7/27/16, a yellow "warning light" came on indicating "coolant low" with a message to "drive moderately". I reduced driving speed, exited the freeway, and drove slowly to a [redacted] certified auto shop nearby.

The auto repair shop identified a failed water pump system and Lender approved the repair (completed on 7/28/16). Once the water pump system was replaced, diagnostic showed the engine had failed along with the water pump but not diagnosed earlier due to a malfunctioned water pump system.

Lender immediately deny request to repair engine claiming engine failure was due to overheating caused by owner's negligence.

1) Lender asked that the owner (me) to pay for the labor cost (~$2000-$3000) to take apart the engine to inspect components that may have caused the failure, and prove the damage was not caused by the owner's negligence, before the Lender will even consider the claim (not approve the claim).

2) Lender claimed engine failed due to over heating from lack of coolant over the phone without physical inspection. Lender already conceded water pump system failure is covered under the warranty by approving that claim. If the engine failed due to overheating from lack of coolant, it was caused by a failed component covered by the warranty, not by the owner's failure to maintain adequate coolant level.

3) Lender falsely denying claim accusing owner's negligence. [redacted], is not equipped with an engine temperature gauge for the driver. No way to monitor engine temp other than vehicle warning lights. No warning light of engine overheating ever came on.Desired Settlement: 1) Lender to cover the repair of the engine in accordance to contract; or

2) Unwind the loan and refund 100% of my proceeds including finance charges paid in exchange for the car in as-is condition.

Business

Response:

August

19, 2016

Revdex.com Serving

Central Virginia, Inc.

720 Moorefield

Park Drive

Suite 300

Richmond, VA

23236

RE: Consumer Complaint of [redacted]

Complaint

ID: [redacted] Retail

Installment Contract Dated 03/19/2013 (the “Contract”)

Account No. [redacted]

Dear Sir/Madam:

This

is further to the above referenced consumer complaint. Thank you for bringing Mr. [redacted] complaint

to our attention and for the opportunity to respond. Mr. [redacted] filed an identical complaint to the

Consumer Financial Protection Bureau. [redacted]

We,

again, thank you for bringing this matter to our attention and affording us the

opportunity to provide this explanation.

If you have any further questions or concerns, please feel free to

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

Sincerely,

Brent

A[redacted]

CarMax

Auto Finance

CC:

Henry Chen

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

CarMax claims that the warranty sold to me is 3rd party is false. The warranty sold to me is MaxCare, which is prominently displayed on Carmax's website, not a 3rd party vendor.

Review: Well Carmax claims when I got the car that they certified that it was in grade a condition however I immediately could feel that the engine was not giving enough power and that the usb hub didn't work and there were a few other problems. However they promised when I told them about these problems that they would take care of them sending it off to a specialist taking their word for it I believed this was going to be any easy fix. Especially since I have max care an warranty that they sell like it will cover every expense up to a few thousand miles. After they so called fixed the cars power output sending it to a dealer they claimed. I took it to two different car michanics who warned me this car also needed software updates. These updated have to do with the way the car cpu functions so it's important I asked Carmax to do this to which they said they have to take it in to see if max care could cover it eventually they said that they couldn't do it unless their specialist was there later however a different manager told me they could fix it

Long story short they never fixed this issue though they spent time looking at it I had to pay the dealer at [redacted] $125 at [redacted] to undated software that should have been up to date when sold. More importantly snce then I have had other parts quit on me that are supposed to have a long life if they had been replaced properly before sale. Most recently it is my water pump and thermistat. Wager pumps can last up to 100,000 miles according to research I've only had this car for a few months so why am I having to pay almost 1,100 to for to replace these parts that come standard in a car, after they claim that they certified it's saftey it at purchase. I can't even go into how unorganized they are how many heads that are telling you different things. I put my car in their service many times with little to no improvement they fix minor things but not the major the warranty is a joke. Brian one manager claimed He would help but didn't.Desired Settlement: What I would like is for them to do is ether fix my water pump an thermostat, pay for [redacted] to do it or refund me the 1,100 dollars it cost me to have fix my car with a part they were supposed to sell it already having fixed it. I also want them to be warned to stop selling lemons for cars. Also I'm paying 335 a month for a used car plus they card just to look it over. However I just want the $1100 back that I have to pay [redacted] to fix the car now

Business

Response:

August 25th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE: [redacted]a Mrs. [redacted], Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding his purchase of the Vehicle from CarMax of Los Angeles, CA (“CarMax”) on October 8th, 2015. At the time of purchase, Mr. [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 60 months or until the Vehicle exceeded 150,000 miles with a deductible of $100.00. In his complaint, Mr. [redacted] requested that CarMax address repair the Vehicle's current concerns at no cost to him or for the cost for these repairs to be completed elsewhere. CarMax spoke with Mr. [redacted] on or about August 18th, 2016, regarding his request to repair or replace the water pump and thermostat. During that conversation, CarMax advised Mr. [redacted] that these repairs may be covered under the terms of his ESP. CarMax also spoke with the repair facility who agreed to submit a claim through Mr. [redacted]’s ESP provider. CarMax has had no further communication with Mr. [redacted] since this conversation, but would be glad to discuss any remaining concerns that he has at [redacted]Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]Analyst, CarMax Customer Relations

Review: Initially, my problem was the following (Initial email correspondence to service manager about sub-standard repair): "[redacted], Thanks for getting back to me. It appears there may be some confusion with my frustration. While I am frustrated that I was sold a vehicle with worn brake pads, I understand your company has a responsibility to it's customers to fix faulty items which should have been inspected prior to sale. Please understand my main source of frustration is the amount of my time your company has wasted. Below is a summary outlining my experience: 8/27- Bought the vehicle 8/29, 7:45am- *alled and spoke with a service advisor about worn brake pads, set up an appt. for 9/7 @ 10am. 9/6, 8:30am- Delivered vehicle early, as suggested (drove through rush hour traffic). I was told the repair would take all day, but denied a loaner vehicle. *alled numerous times throughout the day for status updates, left voicemails, etc. Finally got a hold of the service advisor, who informed me that the wrong parts had been ordered and the vehicle would not be ready until Monday. The service advisor stated the rear pads were the source of the noise, but the front pads were low as well, so they would replace both as a courtesy for the inconvenience I was experiencing. I drove back to pick up the loaner I was denied earlier (through rush hour traffic again). Being that it was Friday, if it was not 100% certain the vehicle would be finished and known that the service department does not operate weekends, why was a loaner not given as a precautionary measure? 9/9- *alled numerous times again throughout the day, chasing around the associate who stated they would keep me in the loop. Finally, it was confirmed that the vehicle would be ready and I drove a third time through rush hour traffic to pick up my vehicle. In order to do so, I had to cancel an appointment to come pick the vehicle up. I should also mention that I missed an appointment at an exhaust shop on Saturday while the vehicle sat in your shop over the weekend. Foolishly enough, I did not look over the work order to see that the front pads had not been replaced as stated. However, all four rotors were turned, which I find somewhat odd, as only the rear pads were replaced. Why would rotors need to be turned if the pads aren't bad? Nonetheless, the pads didn't start squealing until the next morning on the way to work. Between all the time I've spent driving back and forth (roughly 5 hours in stop/go traffic), the gas I've wasted, and the 15+ phone calls I've made I hope you can understand why I'm frustrated. At this point, I'm seriously considering paying a local shop that I trust to replace the faulty pads, and then filing a complaint against your company with the Revdex.com and getting reimbursed that way. Please let me know if you have any ideas regarding an easier resolution that will not waste any more of my time. Thanks again for your time and reaching out to me. Regards, [redacted]" This was sent Sept. 18th 2013. On Sept. 23rd 2013, I received authorization from [redacted] at *armax to have repairs performed by a third party, and that I would be reimbursed. Since this is not my primary vehicle, I performed the repairs myself in a manner that was convenient for my schedule on Oct. 28th, and emailed [redacted] later that day with images of my receipts and credit card statements, requesting reimbursement. Having not heard back from [redacted] regarding my request, I emailed him to ensure he received my request on Nov. 4th 2013. Having not heard back from [redacted] regarding my inquiry about my request on Nov. 4th, I emailed [redacted] again on Nov. 11th 2013. Later that day, I received this: "[redacted], I did receive your last message with "photo copies" of your paid receipts. These have been processed for reimbursement. Please allow at least 14 business days as you will be issued a check from our home office. Thank you for your patience and please feel free to contact me with any concern you may have. Sincerely, [redacted] EXT [redacted]" It is now December third, almost a month later and I have been dealing with this debacle now for almost 3 months, since I initially took the vehicle in for repair September 6th 2013 for repair. I find this RIDICULOUS, as the only reason I bought the car from Carmax is because they PRIDE THEMSELVES in putting their vehicles through rigorous inspections, and obviously didn't even inspect such a critical and simple part of the vehicle, the brakes. This is a quote from their very own website in the "why carmax" tab: "Quality is our commitment to you *oast-to-coast searches, countless evaluations, and rigorous inspections ensure that only the best used cars become *arMax cars" I have my full email corespondance available upon request.Desired Settlement: Initially, I was seeking reimbursement for parts only, even after I was sold a vehicle with faulty brakes, totaling $196.97. Since this issue has spanned over 3 months, and I have used hours of personal time to keep hounding carmax, and physically working on the vehicle, I would like to be reimbursed for parts, as well as 4 hours mechanical labor @ $80 p/h, totaling $516.97 to cover the time in effort I have put in to this shenanigan.

Business

Response:

January 9, 2014

Via Electronic Mail

Re: [redacted]

Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted]. On August 27, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of [redacted]. In his complaint, [redacted] is requesting reimbursement for parts and 4 hours mechanical labor at $80.00 per hour totaling $516.97 for his time.

CarMax has issued a check for $196.97 on 12/12/13 for the part receipts that [redacted] presented. The check cashed on 12/17/13. CarMax is willing to pay up to $84.00 (standard labor rate of .8 @ $105.00) for the installation of brake pads and rotors. Upon receipt of a paid invoice from a professional automotive repair facility CarMax will issue [redacted] a reimbursement check.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext [redacted].

Sincerely,

Customer Relations Analyst

Review: I initially took my [redacted] to find out why gas cap light and service engine light keep coming on and staying on. They said I needed a factory gas cap and a air flow sensor. I paid for these items. Later in January the same light came back on and they said it was probably a new code needed. I went again to pick up vehicle and the same thing happen again. I then wrote a letter to their corporate office and was called by [redacted] at the [redacted] store and he said to bring it back and that I probably had an emmissons problem. I took it back and [redacted] stated it was a new problem but it was a solenoid purge sticking and replaced it. He also stated "we cant continue doing free work for you and if service engine light comes on again were going to charge you. I told him I already paid you for a disgnosis and nothing has changed and Im not looking for free work. I picked my truck up a week later and after 5 minutes in vehicle the gas cap light was on and later the service engine light.Desired Settlement: Place me back in a loaner car and repair my vehicle OR refund me for the repairs. Also do not charge me for a diagnostic when you havent discovered the "real problem". Stop accuseing me of wrong doing and accept responsibility for lack of knowledge and experience. Stop patronizing me by telling me youre giving me discounts and taking care of diagnotics when I paid for both initially. Treat me like a valuable customer.

Business

Response:

15 April 2014

Review: I purchased a [redacted] from carmax on June 16th 2014. The radio display and buttons were not working correctly. After them having my radio for two weeks they finally agreed to get me another radio but that would take another two weeks to come in. That was okay with me. I got a call stating my radio was in so I brought my car to have it installed and asked for them to check for a oil leak because I noticed oil underneath my car. The next day I was called and told there was not a leak and they made an appointment for my radio to be programmed by the [redacted] dealer, the only thing was the apt was a week away. So they let me keep the loaner car until the car was all ready (only reason I had the loaner was because of the oil leak). When my car was ready I went to pick it up and noticed huge scratches on the bumper and multiple smaller scratches all over the car! I showed the service consultant [redacted], she stated the scratches were not there when I dropped it off to them. Carmax just blamed the [redacted] dealership, who only programmed the radio, when you had my car for a week and put it up on lifts so I don't believe it was the [redacted] dealership. No one once apologized, just played the blame game. I've had to drive to [redacted] and back to [redacted] more than 7 times and had to take time off of work for this. They did paint the bumper and put touch up paint all over the car, the touch up spots look so stupid! None of this should have ever happened in the first place! It looked like someone went ice skating on my bumper! I spoke with a [redacted] from the corporate office and he said I could most likely get reimbursed for the time I took from work and the gas I used (not to mention now my trade in value went down) but of course I never heard back from him.Desired Settlement: I would like to be reimbursed for the time I took off from work and all the gas I used driving back and fourth. I'm not expecting a lot, just something. Thank you!

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear [redacted],

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

[redacted], [redacted](the “Vehicle”) that she purchased on or about

June 16, 2014 from the CarMax store located in [redacted]. In this complaint, [redacted] is requesting to be reimbursed for time taken off from work and gas used to drive back and forth.

As stated in the complaint, [redacted] took her Vehicle to CarMax for a concern with the radio and an oil leak. CarMax looked at the Vehicle two times and was unable to verify the concern with the oil leak. CarMax was also unable to verify the concern with the radio, and decided to send the Vehicle to a third party vendor for diagnosis. The third party vendor was unable to duplicate the concern. At that time, as a gesture of goodwill, CarMax decided to have a new radio installed in the Vehicle. In regard to the cosmetic damage to [redacted]’s Vehicle, CarMax has not been able to determine when or where the damages occurred. CarMax was able to repair the damages.

CarMax regrets that [redacted] is not happy with the repairs and the amount of time that was spent to get the issue resolved. [redacted] at the CarMax location has since spoken to [redacted] and has informed her that she will be receiving a gift card from CarMax to help defray the cost of gas.

CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted]

Extension[redacted], if you have any questions.

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]

I have received the gift cards and appreciate what[redacted], [redacted], has done to help me resolve the issues. Out of the multiple people I had to deal with from Carmax, [redacted] was the most sincere and helpful.

Regards,

Review: I bought a used car (of course) back on April 19, 2014, A [redacted] which seem to be a good car. the sale was fine, I paid a reasonable price. My problems began when I notice all the problems with my car mechanically. Within 1 week, I noticed, that my breaks screeched extremely loud, when I came to a stop, the petal would go to the floor, and would give out while sitting at a stop light, causing the car to roll forward. When descending down a hill and breaking the car would shake violently and would hesitate to stop. Also the engine smelled like it was burning and would get hot, there was this sound of loose water in the passenger fender side of the car, when entering and exiting a drive way the car would scrape the ground (but the vehicle naturally sits high). I also noticed that it burned gas fast to be a 4 cylinder and the window made noise and the motors there slow reacting as well as the driver seat motor. I tried to call CarMax for almost a week before I got thru to speak with anyone to schedule an inspection and repairs under the 30 day warranty. So I finally get thru to the servicing dept to set an appointment after calling for days and no one returning my call. I was scheduled for 2 weeks out. Mind you, they are supposed to place new buyers as primary so they can check everything under the 30 day warranty.

I finally get in for a appointment 4 days before my 30 warranty expires. I am immediately told they will not be able to check my car until Monday (I dropped the car off on a Wednesday) They finally call me and say- the need to replace, the brakes, drum, struts, brake pads, rotors, fill the water/coolant reservoir, the couldn't identify the burning smell or why the motor was hot after driving, nor could they identify why its burning gas to fast.

I've had the car a little over 5 months and CarMax has had my vehicle longer than I have. I have taken my car in 4 times for the same issue. And every time I take my car in for repairs, my car will sit for days before they would even look at it. I was so upset that they were not taking seriously the concerns. I was told that the technician that was working on my car, went on vacation for a week.

Currently (9/20/14), I am still having same problems with the my brakes( the shaking when coming to a stop, the loud screeching noise and the burning smell .) About a week ago my car overheated and I had it towed . Upon review of a mechanic I was informed that my water pump is leaking, the radiator is cracked and the thermostat needs to be replaced. I called CarMax for assistance and was told that there was nothing they can do but require me to pay my warranty deductible since this was a new problem and then they would check to see what the problem was. I am so dissatisfied with the work and service I am receiving from CarMax.Desired Settlement: I am looking to have my car repaired, replaced or exchanged. I want a reliable car.

Business

Response:

September 26th, 2014

Review: In February 2015 I sold CarMax my [redacted] at the Houston, Texas location. Originally, I purchased a Warranty in which if I canceled I am entitled to a partial refund. When I sold CarMax my vehicle and canceled, all the required documentation was signed and faxed (I even faxed it from Home to ensure that there would not be a delay).

As of April 15, 2015 I have not received my reimbursement check. If I am not mistaken I spoke to [redacted] at Carmax Customer Relations Department on April 10, 2015. I have not been contacted back from him.

On April 13, 2015 I was contacted by Kyle from Carnax in Henderson, NV however, no resolution as of 04/15/2015.Location: Make: Model: Owner/Co-Ownder? Desired Settlement: Per the Warranty Agreement/Contract. Remaining Funds need to be disbursed to Customer. Please refer to documentation that was signed with CarMax at the Houston, Tx location. A copy will be e-mailed to the Revdex.com within the week as I am currently out of town.

Business

Response:

May 1, 2015 Devan Mann, Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: Mr. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”) Dear Mr. [redacted]: I am writing you in response to your letter dated April 14, 2015, wherein you forwarded a complaint from Mr. [redacted]. Mr. [redacted] requested in the desired settlement for CarMax to issue him a refund for any remaining balance owed to him after the cancellation of his Extended Service Plan. Mr. [redacted] sold the Vehicle to the CarMax store located in Houston, Texas (“CarMax”) on or about February 28, 2015. According to the complaint, Mr. [redacted] also submitted a request to cancel his Extended Service Plan at the time of sale. CarMax’s Customer Relations Team had not previously been made aware of Mr. [redacted]’s cancelation request until receipt of this complaint. However, they have contacted the CarMax Business Office’s in Houston, Texas and Henderson, Nevada (the original purchase store) to expedite Mr. [redacted]’s refund in the amount of $316. Due to CarMax not being aware of Mr. [redacted]’s current mailing address, the refund check will be mailed directly to the CarMax located in Houston, Texas. Once the refund check is received, Lauren Harmon in the Business Office will contact Mr. [redacted] to advise him that the check is ready for pick up. CarMax appreciates the opportunity to respond and apologizes for any inconvenience Mr. [redacted] may have experienced. Please contact me at [redacted] extension [redacted] with any questions you may have. Sincerely, [redacted]Analyst, Executive Response Team