CarMax , Inc.

Review: My car was stolen around April 18th this year. My insurance only covered a rental car for 30 days because they probably assume the claim should be finished by then. It wasnt even close. It literally took 2 1/2 months to complete the claim due t odelays from Carmax auto finance as well as the gap company. I've spent over $1000 in rental car fees. And now that this nightmare is finally over Carmax, the lien holder, is telling me I still have to pay the car note for the past two months. My car note was paid up to date when it was stolen and I shouldnt be responsible for anymore then that. Especially since the hold up with the claims process was mainly out of my control. I understand that the contract states I am responsible for any balance not paid by the insurance company but no one seems to understand the human element of the situation. My car was stolen and I have had to pay so much money in the interim due to a delay in all the other companies due to "policy" and I am just asking for a break, for some help, for some understanding. Everyone keeps throwing policy in my face, "This takes 7-10 business days..." "Well your contract states. . ." etc. When I spoke to Carmax this morning instead of being understanding instead they threw policy in my face and actually used phrases such as, "There's nothing anyone can do for you." "Were not waiving anything" "Sure there's other people you can talk to but there not gonna do anything for you." Then the supervisor tells me there's no one else I can talk to and there's nothing they can do to help me, not one little thing.[redacted]

[redacted] Desired Settlement: I would like for something, anything, to actually be done. Again I have already paid over $1000 in rental fees because of "policy" So if someone could just provide any kind of courtesy credit that would be helpful, the fact that no one is treating me like a person is very frustrating.

Business

Response:

July 31, 2015

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]’ complaint and providing us the opportunity to

respond. Ms. [redacted] is unhappy about the

amount of time it took us to process her Guaranteed Asset Protection Waiver

Agreement (GAP) claim. Additionally, Ms.

[redacted] is disputing the remaining balance owed on her account. The relevant facts leading up to Ms. [redacted]’

complaint are as follows:

Review: In March 2013 I purchased a vehcile from Carmax in [redacted]. At the time of the purchase, I purchased a DVD player which was to be installed by them shortly after purchase. I took a day off of work because I live an hour and a half away and took the car up to be repaired. I was going to simply drop it off, but was told they didn't have a car to allow me to borrow.I was shuttled to a nearby mall while the installation took place. I was told I'd get a phone call when done and would be picked up. Approximately 4 hours later I was called saying that my car had been immediately returned from the 3rd party they contracted for installation and had been sitting there for 4 hrs that were wasted. I was told that the DVD player they sold me was not able to be installed. They gave me no options for resolution. It took several weeks and many phone calls and until I said I was calling the home office and file a Revdex.com complaint did they agree to install another system that they tried to charge $1k additional for, even though I'd already paid for a DVD system. I then had to take a 2nd day off work to have this installed. Now, two months later, I discover the oil pan was damaged. This was done by Carmax when they changed the oil prior to my purchase. Despite the damage, they sold the car anyway. They agreed to let the local [redacted] dealer install the oil pan so I didn't have to take a 3rd day off work. However, after 2 days of the car being in the shop, Carmax had not arranged for payment. They claim they cannot get an answer when calling the dealership, however I've called numerous times in the last week and have never not had the automated attendant answer. I also contacted the Carmax customer relations department who never called back. An hour and a half before the dealership closed on the day of my repair, Carmax called me back to say they had just gotten ahold of them and the dealership was now going to require payment prior to release of the car, so I had to pay out of pocket.Desired Settlement: I am requesting a few items of resolution:1) Communication from [redacted] as to why he failed to return multiple messages.2) Compensation for the 15+ hours spent on additional trips and time to get service issues resolved (not including 1 day expected for DVD installation). ($650 - this is less than I would have been paid for this time by my employer)3) Written agreement to reimburse the fees paid to replace oil pan damage caused by their store.4) Explaination about overall service

Business

Response:

August 28, 2013

Via Electronic Mail

[redacted],

Re: [redacted]

Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted].

On March 16, 2013 Ms. Pruden purchased a [redacted], VIN [redacted] (the “Vehicle”) from CarMax in [redacted].

[redacted] also purchased a DVD player to be installed. CarMax was unable to install the DVD system; it was not compatible with the vehicle. CarMax then upgraded a new system and installed. [redacted] also found the oil pan on vehicle needed repair. CarMax tried to accommodate [redacted] by having her oil pan issue addressed at a dealer closer to her home. We processed her request for reimbursement. Check for $234.03 was sent on August 7, 2013. This check was cashed on August 21, 2013.

[redacted] also requested compensation for 15 hours in the amount of $650 she stated she spent on additional trips and time to get service issues resolved. CarMax does decline reimbursement for time missed at work.

[redacted], please contact me at[redacted], extension [redacted] with any questions you may have. Thank you for providing CarMax an opportunity to respond.

Sincerely,

Sr. Analyst Customer Relations

Review: On May 3, 2013 I purchased a [redacted] from Carmax located in Tinley Park, IL. Carmax sold me on the 120 point auto inspection that is completed on every car that is sold. The thought of the inspection gave me the confidence to move forward in purchasing the [redacted]. I also purchased the extended warranty which was highly suggested by the sales person. On August 6, 2013, the car lost power. The car was towed back to Carmax and the repair department informed my husband that they could not look at the car until the following week. The car was then towed to a [redacted]. [redacted] followed up to let us know that the transmission went out and needed to be replaced. On August 7th I left a message for the service manager at Carmax to please give me a call. When I did not hear back, I called again on August 8th and left a message with [redacted]. When [redacted] returned my call, I explained that I no longer felt confident in the car and felt like I was sold a lemon. [redacted] informed [redacted] , a sales manager. I spoke with [redacted] and he informed me that I could bring the car back in for an appraisal to purchase another car and roll over into another auto loan. Basically this was the only option presented. [redacted] said that he would notify the general manager and have him to follow up with me. However, that never occurred. Mr Gervase and Mr. Zayed were very polite. However, I did feel like I was being told to just use the extended warranty and get over it. I understand that Carmax has a window to return a purchased vehicle and that I had my car for approximately three months. However, I do question the validity of the 120 point inspection. It seems that something as major as a transmission issue should have been caught during the inspection. No one anticipates using the extended warranty three months after making a major purchase. Also, the[redacted] was not returned from the transmission replacement until August 13, 2013. I wanted to report this matter to the Revdex.com (Revdex.com) because Carmax makes mention of its accreditation through Revdex.com. I am curious to know if the 120 point inspection actually occurs as this seems like fraud. Please look into this matter. It’s unfortunate because this is the second vehicle I purchased through Carmax. After this experience and reading the various complaints on your website, I could not justify doing business with Carmax again. I also plan to notify all of my family and friends and utilize social media to get the word out about my experience with Carmax in Tinley Park. Please contact me should you have questions and or follow up. Thank you, [redacted]Desired Settlement: -ability to return the vehicle to Carmax since it was sold under false pretenses -review of Carmax's rating from the Revdex.com based on the number of complaints listed on Revdex.com's website for the Tinley Park location -proof the that 120 point inspecition is actually taking place on all cars that are sold

Business

Response:

September 26, 2013

VIA ELECTRONIC MAIL

Revdex.com Serving Central Virginia, Inc.

<st1:address w:st="on"><st1:Street w:st="on">720 Moorefield Park Drive, Suite 300

<st1:City w:st="on"><st1:place w:st="on"><st1:City w:st="on">Richmond, <st1:State w:st="on">VA <st1:PostalCode w:st="on">23236

Re: Complaint [redacted]

Dear [redacted]:

I am writing in response to the complaint filed by [redacted] with your office regarding the repair needs on her vehicle and CarMax’s inspection process. [redacted] is requesting the ability to return her vehicle to CarMax and proof that a 120 point inspection is completed on all CarMax vehicles.

[redacted] purchased a [redacted] (the “Vehicle”), on or about May 3, 2013 from the CarMax located in Tinley Park, Illinois. CarMax completed a “125 point inspection” on March 27, 2013 on the Vehicle purchased by [redacted] Additionally, CarMax completes a 125 point inspection on all used vehicles before making them saleable. Our 125 point inspection will indicate the current condition during the inspection process and may reveal historical problems with the vehicle. At the time of the inspection, there was no indication that a transmission replacement would be needed. [redacted] owned the vehicle three months prior to the transmission replacement need.

CarMax has not been made aware of any additional concerns on the Vehicle. As [redacted] indicated, the Vehicle’s repairs were performed at another repair facility. If [redacted] has any additional repair needs, she may schedule an appointment with CarMax. If [redacted] desires to have the Vehicle appraised, she may bring it to any CarMax location for a free appraisal offer.

CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement request as set forth in the complaint.

Sincerely,

Sr. Analyst, Customer Relations

Review: Purchase a [redacted] VIN [redacted] on 8/26/13 for $13,998 plus $1,099 5yr 100k extended service warranty +taxes and fees total $16,311 FC $3541.10 less $200 EQ $328.31 per month for 60 months 1st pmt 10-10-13....the car is my wife and she hear clicking knocking noises coming from the car and we took the car to Carmax on Saturday 9/7/13 looking for someone to check the car but there is no service whatsoever on Saturday or Sunday but was told to use the service repair drop box to have them check the car on Monday September 9, in which we did Sunday night but on Monday we hear nothing so when I got off work from the base I when to Carmax and saw the car still where we park it and went in side to see if it has been looked at and was fixed but I was surprise to find out that they didn't even pull out our drop envelope and key, and was shock when I was told they would have to schedule appointment for Wednesday before they even look at the car only but then double shock to find out that they was talking about September 18th not September 11th, I when to the sales department and to the [redacted] and [redacted] only to be told the same that I will have to wait until they can look at the car and currently it's going to be 10 days later......so I just to the car home and brought back Tuesday night and report again the clicking knocking noise, some rumbling rattling noise, squeaky noise coming from the drive and passages front plus now when you press on the gas you will hear the rumbling noise....I was contacted by Carmax on Wednesday September to go over our issues and then later that day I received a call from Carmax I advise that they see a problem with the engine and will send it to [redacted] to look at because it is still under [redacted] warranty. The next day Carmax called me to inform me that engine problem is to much to mess with and [redacted] is replacing the engine with is Likely to take a few days but I should check with them. I got to [redacted] to find out that it will be at least 7 - 10 days depending on receipt of the engine and job. And I asked what will be the warranty coverage of the new engine in which I was told 12k or 1year, I asked Carmax if my extended warranty for 100k 5 years would still be valid and I was told yes...my wife and I however was just not happy with Carmax service repair and delay on getting this major problem found and repaired and it gave us questions or doubt to Carmax 125 point inspection of cars prior selling. This was a lucky break that we was 8k miles within the [redacted] warranty for repair and replacement otherwise I question the repair and time it would take with Carmax and Maxcare to repair the car. I spoke to the assisted [redacted] on our options as we was not happy and he was looking to honor a full return of the vehicle however he then needed to told with the other [redacted] and so today he call me back to advise me that return of the vehicle was not option.Desired Settlement: 1- return of car for full refund or 2- Carmax to pay for mossy [redacted] inspection and the extra cost to transfer the extended service warranty with Maxcare to mossy [redacted] 4 year 48k extended service warranty but if the car fails then 3- return of car for full refund

Business

Response:

VIA ELECTRONIC MAIL

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: Complaint ID [redacted].

Dear [redacted]:

I am in receipt of the complaint that was filed by [redacted], on September 23, 2013 regarding a 2010 [redacted] (the “Vehicle”), VIN [redacted] that was purchased at CarMax in San Diego, California (CarMax) on or about August 26, 2013.

[redacted] brought the Vehicle in for service on or about September 30, 2013 and informed CarMax that there was a rattling noise while driving the Vehicle. CarMax sublet the Vehicle to [redacted] to replace the engine. The engine was replaced under manufacture warranty. The engine replacement is covered under warranty for twelve months or twelve thousand miles, whichever come fist. Additionally, [redacted] purchased CarMax’s Extended Service Plan (“MaxCare”) during the purchase of the Vehicle, which expires on August 26, 2019 or at 100,000 miles, whichever comes first.

CarMax would like to invite [redacted] in for an appraisal if he desires to sell the Vehicle to CarMax. If [redacted] desires to cancel his MaxCare for a prorated refund, he may contact CarMax to request the prorated cancellation.

CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement as set forth in [redacted] complaint.

Sincerely,

[redacted] Analyst, Customer Relations

Review: I, [redacted], walked in to CarMax on Tuesday, September 24th around 8 o'clock pm hoping to get my vehicle appraised. I spoke with [redacted] and he assisted me in checking my car in which was then appraised by [redacted]. I witnessed [redacted] drive my car off the lot then return and briefly go over my vehicle. My appraisal was delivered however when I got in my car to leave I noticed my check engine light was on. It had not been when I brought the car in and [redacted] agreed it wasn't on when he got in the car. I asked if they could diagnose the issue and was told I could leave my car in the lot overnight and service could look at it tomorrow however it would not be free and I had no ride home. [redacted] expressed no interest in this and insisted that the check engine light was in no way his responsibility nor CarMax's. At no point in time was I informed that I was liable for what occurred while my vehicle was test driven nor did I sign anything stating that. Over all [redacted] was extremely unhelpful and un sympathetic towards my situation. I felt as though he had little interest in my concerns and even less interest his own accountability for the issue. I did have [redacted] sign and write on my appraisal that the light had came on so that It was documented and I had a witness with me to verify my story. [redacted] was also made aware of the situation and tried to help me until [redacted] took over. There was absolutely no way for me to leave my car there overnight as I live far from this location and could not afford a taxi home that night and back the following day.Desired Settlement: I believe that CarMax should Accept some responsibility for what occurred during there test drive and atleast show interest in resolving the problem. I wish for CarMax to diagnose and resolve the issue with my car. I also hope that CarMax may alter its policy in order to be a little more oriented towards customer service and less ignorant to the concerns of its customers.

Business

Response:

October 15, 2013

Revdex.com

RE: [redacted]

[redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle he had appraised at the CarMax in [redacted]Orlando, <[redacted]Florida (“CarMax”) on September 24th, 2013. In his complaint, [redacted] states that when he got in the Vehicle to leave after CarMax appraised the Vehicle, he noticed the check engine light was on. [redacted] also states the check engine light was not on prior to the appraisal and requests that CarMax diagnose and repair the Vehicle at no charge to [redacted]

At the time the check engine light concern was brought to CarMax’s attention, CarMax offered to diagnose the Vehicle the following day as the Service Department had already closed. [redacted] chose not to accept the offer at that time.

As it is undetermined as to why the check engine light is on, CarMax extends the original offer to diagnose the Vehicle at no charge to [redacted] and present options for repair once the Vehicle has been diagnosed. [redacted] is invited to contact the [redacted] at CarMax [redacted] to schedule an appointment for service.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

Analyst, CarMax

Review: I purchased a car in September 2012 that within a week was in the shop with numerous issues. This is a place that's supposed to have a 125 or more point inspection guarantee before selling the vehicle. Because of all of the issues, I told the manager at the Waukesha location that I wanted a trade in for the exact same car because this one seemed to be defective or for them to buy the car back. They denied my request because they said if the car could be fixed there'd be no need for a replacement vehicle or buy-back. (The buy back is only good for a year from purchase date.) The shifter still does not work correctly after being brought in. But on 11/12/2013, my car had every sensor going off, the car was chugging, and it sounded like it was running over something coming from the engine. It took 1 month for them to fix the 12 codes that showed up on my vehicle. To which, [redacted] spoke with my uncle and the service manager told him that the car was a huge mess when they brought it to them, and they gave it back with unfixed issues, while only fixing the things that I complained about to be fixed. The service manager stated to my uncle that he told CarMax that there were unresolved issues with my car, but these issues weren't addressed with me. Within 30 seconds of getting the car back after over a month, all of the lights went back on and my car is still sluggish to accelerate along with the heat also not working and there being a leaking issue with my coolant. I brought it in 2 days later to be fixed again... (which is still in the shop to this day) [redacted] told my uncle that they were unaware of any leaking problem with the coolant therefore they weren't addressing the issue. But yet [redacted] from CarMax told me that they now needed to do a Turbo Charger Pressure Test to see where the smell/coolant was going/coming from. [redacted] told my uncle that CarMax never told them there was a leaking issue... But that the Turbo Charger Pressure test has NOTHING to do with the coolant! The service manager also said new codes were also popping up that weren't there before now like the O2 sensor. I feel as though CarMax knew about all of these issues, and they're upset with [redacted] Callen from [redacted] for telling my uncle the truth about my car, but then denied it to CarMax's manager [redacted] because he threw them under the bus and that's who they do their business with for extended repair for my [redacted]/other international cars. I asked [redacted] again for a buy-back to which she said they wouldn't do a buy back because it's been past a year even though I had asked for a different car within a week or purchasing the vehicle. She told me they could do an assessment of my car and give me the amount to go and purchase a different one of their vehicles. I'm sorry, but I traded in my car that was worth at least 3200.00 and accepted 1200.00 as a trade in. They're not going to give me even half of the amount the [redacted] is worth especially with all of the issues that need to be fixed! I don't to owe on half of my loan along with another car's loan on top of it. I can't afford it, I just want a different car! They use their own finance company, so they're not losing anything. I don't feel safe knowing that my car will have every issue addressed, and I asked for a different car worth the value of my outstanding loan. I do not want to get back a car that has temp fixes that once my warranty is up in 10-15 thousand miles, something big will be revealed and I won't be able to afford to fix it! I purchased a warranty that I'm definitely getting my money’s worth for, but I don't believe that my car's issues will be completely fixed by the time my warranty has expired. I know it's not a new car, but it's a lemon. I'm sure there's a couple more issues, but I can only fit so much in this spot.Desired Settlement: I want a different vehicle that's worth the amount of my outstanding loan for my [redacted] or else I will take a buy-back for the outstanding amount of my loan.

Business

Response:

January 30, 2014

Review: THE END OF MAY 2013 I PURCHASED TWO AUTOS FROM CARMAX. A [redacted] AND A [redacted]. WITHIN 6 MONTHS THE [redacted] NEEDED A NEW BATTERY, TWO NEW TIRES AND NOW THE ABS AND BRAKE LIGHT IS COMING ON. ON THE [redacted] I HAVE HAD TO REPLCE THE BATTERY, AND NOW THERE IS SOMETHING WRONG WITH THE HEATER IN THE AUTO, WHICH WAS CONFIRMED BY THEIR MECHANIC. THE MECHANIC ALSO CONFIRMED THAT THE PASSENGER WINDOW NEEDED TO BE FIXED AS WELL. THEY SAID TO WAIT UNTIL IT GETS WORSE OTHERWISE THE "EXTENDED WARRANTY" WOULDNT COVER IT THEY DEEMED IT "O.K." IN DECEMBER 2013 I CALLED TO SAY HOW DISSATISFIED I WAS WITH THEIR "INSPECTION" OF THEIR CARS. I SPOKE TO [redacted] WHO IS THE [redacted] IN THE EVENING. HE SAID HE WOULD HAVE [redacted] CALL ME NEXT WEEK SEEING CHRISTMAS WAS IN A DAY. I AGREED. NO CALL BACK. WITHIN A WEEK OF THE BATTERY I ALSO HAD TO PURCHASE TWO NEW TIRES FOR THE REAR, THEY WENT FLAT WHEN THE WEATHER HIT BELOW ZERO. I CALLED AGAIN AND WAS TOLD [redacted] WOULD CALL ME BACK. NO CALL. I CALLED BACK JANUARY 10TH TO MAKE A APPT FOR THE BRAKES ON THE [redacted] BECAUSE THE ABS AND BRAKE LIGHT KEEPS GOING ON AND OFF. APPT WAS MADE, I WAS THERE AND THEY SAID THEY WOULD CHARGE ME 158.00 TO EXAMINE THE CAR. AND THEN GO FORWARD FROM THERE. THEY MADE IT SOUND LIKE A CO-PAYMENT.... I HAVE NEVER HEARD OF CHARGING FOR LOOKING AT A VEHICLE. I WAS ALSO TOLD TO BRING IN THE RECIEPTS FOR THE BATTERIES FOR A REFUND. I SPENT TWO HOURS WAITING AROUND FOR [redacted] TO HELP,[redacted]I SVC [redacted] SAID "WONDER WHERE HE IS" I GRABBED PAPERWORK AND WALKED UP FRONT TO FIND OUT [redacted] HAD LEFT FOR THE EVENING 1 HOUR PRIOR TO ME WALKING UP FRONT. WE TRIED TO CONTACT HIM BUT HE WAS IN AN AREA UNSERVICABLE VIA PHONE SO HE HAD TEXT NOT ABLE TO SPEAK. [redacted] ANOTHER [redacted] TRIED TO HELP BUT HE DIDNT KNOW NOR DID HE WANT TO GET INVOLVED. [redacted]I BECAME RUDE SAYING HE WANTED TO GO HOME CAUSE HE LIVED IN [redacted] 1 HOUR AWAY. I SAID WELL I LIVE 1 HOUR AWAY TO AND HAD BEEN UP SINCE 4 A.M. AMD I AM HERE AT 600 P.M. TRYING TO GET A REASONABLE ANSWER OR SOMETHING TO AT LEAST APPEASE ME, BUT TO NO AVAIL. [redacted] SAID HE WOULD HAVE [redacted] CALL ME AT 315 THE NEXT DAY...[redacted] DIDNT CALL BUT [redacted]I DID SAYING [redacted] NOT IN UNTIL 6 P.M. I SAID HAVE HIM CALL ME ASAP! [redacted] STILL DIDNT CALL ME, IT WAS 630 P.M. AND I CALLED [redacted]. HE SAID WHY WOULD I REFUND MONEY FOR SOME THAT WORKED WHEN IT LEFT HERE? THE BATTERY IN THE [redacted] WAS A 2007 BATTERY.....IT WAS THE ORIGINAL BATTERY FROM WHEN THE CAR WAS FIRST ON THE MARKET! IS THIS HOW YOU ALL DO YOUR INSPECTIONS? SELL CARS WITH BATTERIES THAT ARE OLD AND TIRES BAD? I TOLD MY REP I DONT HAVE CASH TO PAY FOR TWO CARS SO I DO NOT WANT TO GET NICKELED AND DIMED TO DEATH..... I ASKED FOR HIS BOSSES NAME AND NUMBER AND I WILL CALL HIM ON MONDAY: [redacted] @ [redacted]Desired Settlement: I AM NOT ASKING FOR ANYTHING BUT THE REFUND OF THE TWO BATTERIES. [redacted] 102.00 AND [redacted] 134.00 I FEEL THAT WOLD BE FAIR. TIRED DEFLATE BUT BATTERIES CAN BE TESTED AND I DO NOT FEEL THEY DID THEIR PART, WITH THE INSPECTION. AS FAR AS THE BRAKES I HAVE A MECHANIC WHO IS FAIR AND VERRRRY HONEST. I WILL GO THROUGH HIM. IT IS A SHAME BECAUSE MY SECOND DAUGHTER LIKED A CAR AT CARMAX AND I SAID NO WAY!!

Business

Response:

February 19, 2014

Via Electronic Mail

<st1:place w:st="on"><st1:City w:st="on">Richmond, <st1:State w:st="on">Virginia <st1:PostalCode w:st="on">23236

Re: [redacted]

Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted].

On May 3, 2013 [redacted] purchased a [redacted], [redacted] (the “vehicle”) from CarMax in [redacted]. In addition to that purchase on May 13, 2013 [redacted] purchased a [redacted], [redacted] (the “vehicle”) from [redacted]

In her desired settlement [redacted] asks for refund on two batteries. The [redacted] and the [redacted] had battery replacements.

CarMax reviewed the receipts for the battery replacements done on December 30, 2013 and January 3, 2014. Both are approximately 7 months past the 30 Day Limited Warranty. Refund for the battery replacements would not be given.

Please contact me at [redacted], extension [redacted] with any questions you may have. Thank you for providing CarMax an opportunity to respond.

Sincerely

Consumer

Response:

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

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

Regards,

Review: On January 18,2014 I purchased a [redacted] from this location with approx. 58,000 miles. On January 28, 2014 I began to experience problems with the car idling. It happened twice and each time I had to put on my hazard lights and hoped not to get hit. This is very dangerous and should never happen when purchasing a fairly new car. I took the car into my local service station here in VA and they "diagnosed" the problem to be caused by loose battery cables and a very dirty throttle body. As a remedy, they reconnected/installed the battery and cleaned the throttle body. A week later after getting my car back I started to experience more problems. This time the car was having trouble starting. When I crank the car it shakes/jolts then cuts off. The first time it happened after about five minutes of running the car, the second time the car started to jolt but remained on, and the third and fourth times it cut off immediately. I took the car back to my local service station and so far they have "not been able to duplicate the problem." This is my first car buying experience and I expected it to be very painless considering that my mom and my brother are loyal Carmax customers and have never had any problems before. However, it has been a far from pleasant experience. I think it is ridiculous that this car would be having these types of problems. I am highly disappointed in my purchase and feel that I deserve a refund. When I contacted the store that I bought my [redacted] from I was informed by a sales manager that the only thing I could do at this point is to trade the vehicle in. The idea that I would have to trade in this car is utterly ridiculous. A trade-in would result in me paying a much higher payment on an older model car with more miles. It is not right that I should incur these costs for a problem that is beyond my control. I was really excited about my new car but it has only caused me headaches since I've had it. If the technicians are not able to duplicate the problem and thus not able to fix the problem then I should receive a refund. Why should I have to drive around in a car that is a potential safety risk?Desired Settlement: I desire a refund. I should not have to trade-in this car and accept a higher loan payment when the reason for the trade-in is due to mechanical issues on a car that I've had for three weeks. This is not an ordinary trade-in situation and should not be treated as one. I should not be penalized for wanting to return a car that was not in proper condition when it was sold to me. I deserve a refund.

Business

Response:

February 24, 2014

VIA ELECTRONIC MAIL

Revdex.com Serving Central Virginia, Inc.

Richmond, VA 23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am in receipt of the complaint filed by [redacted] on February 12, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in [redacted] (“CarMax”), on or about January 18, 2014. [redacted] requested in her desired settlement to return the Vehicle to CarMax for a full refund.

[redacted] mentioned in her complaint she should not have to trade the Vehicle and accept a higher loan payment when the reason is due to mechanical issues. According to CarMax’s history on or about January 30, 2014 [redacted] brought the Vehicle in to address a concern with Vehicle slowing down and then revving up. After diagnosis CarMax found the battery cables loose and the throttle body dirty. CarMax reinstalled the battery cables and cleaned the throttle body. Repairs were covered under CarMax’s Limited 30-Day Warranty.

[redacted] brought the Vehicle to CarMax in [redacted] on or about February 10, 2014 to address a concern with the Vehicle cutting off once started. CarMax was unable to duplicate concern. After researching the history on the [redacted] CarMax has decided the best decision would be to take return of the Vehicle.

CarMax in [redacted] will contact [redacted] once all paperwork is ready to proceed with the full return. [redacted] will then come in to process the return.

CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.
Please contact me at [redacted] extension [redacted] with any questions you may have.

Sincerely,

Review: I purchased a [redacted] from Fort Worth location in October of 2012. Part pf the reason I chose to do business with Carmax was because they advertise how selective they are when they obtain their used car inventory, and I needed a reliable car as I depend on it for business so much. I was assured by salesman [redacted] that this car had passed rigorous inspections and was a good investment/choice. Less than thirty days the car has major issues and has ever since. I have spent thousands upon thousands of dollars on repairs and never heard from him again. I wrote letters to the G.M. asking for assistance only to be ignored. I have asked repeatedly for them to provide these inspections my car had passed andthey never did provide them. I am now $9,000.00 upside down so I cannot trade out of it. I have spent over a thousand in repairs, once again, in the last forty five days and the car currently needs another $2,000.00 in repairs asap. I cannot afford to trade it, nor keep it running, and they will not even return my call.Desired Settlement: I either want them to trade me out of this car, absorb the negative and put me in another car for around the same payment, authorize the Fort Worth location to perform all of the current needed repairs and pay for them, or reimburse me for my out of pockets in repairs as a result of them NEVER inspecting this car like they advertise so heavily. In car payment, repairs and rental cars I have come out of pocket over ten thousand dollars, and still owe $15,000.00 They buried me so bad I cannot get out of it, not even my father can help with this and he is a car dealer and has been for over forty years.

Business

Response:

March 13th, 2014

[redacted], Operations Supervisor

Revdex.com

701 East Franklin Street

Richmond, Virginia 23219

RE: [redacted]

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

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of Fort Worth, Texas (“CarMax”) on October 10th, 2012. In his complaint, [redacted] shares his frustrations with the cost of needed repairs to the Vehicle and states that CarMax never inspected the Vehicle prior to his purchase. [redacted] is requesting CarMax to either purchase the Vehicle back from him and pay the negative equity to satisfy the lien, reimburse him all of the repair costs that he has paid, or pay the $2,000.00 of current repair needs mentioned in his complaint.

CarMax’s research shows that CarMax did complete the reconditioning process in October of 2012, over 33,000 miles and 16 months ago. As the Vehicle is outside of the 5-Day Money-Back Guarantee and Limited 30-Day Warranty, CarMax declines [redacted] request. CarMax offers to diagnose the Vehicle at [redacted] expense and repair options can be presented once the diagnosis is complete. [redacted] is invited to contact CarMax ([redacted]) to schedule a service appointment if he chooses to have CarMax diagnose the Vehicle.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

Analyst, CarMax

Consumer

Response:

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

Although the car was purchased sixteen months ago I have fifteen months of repair bills. The car as we speak is once again at a repair facility having another $1200.00 worth of work done. What they do not do in the message is address how I was mislead to purchase this vehicle, nor provide any documentation to substantiate their marketing that their inventory is carefully selected abd goes thru rigorous testing before made available for retail purchase. He also is careful not to address how, per Car max I am over $9000.00 upside down and did not roll any negative equity from a trade. Furthermore, my bills will prove that all the problems started before the first payment was even due, and I have incurred problems ever since. Lastly, I would not want to return that dealer for service, as they agreed to help me last December 2013 and still have yet to hear from anyone, and the general manager has ignored all correspondence letters as well as my calls. It's really quite pitiful.

Review: I purchased a used vehicle from Car Max in 2009. I went to trade it with CarMax last week and was informed that both front fenders had been painted and that the hood had been replaced. I have the vehicle history report that was given to me prior to purchase and it clearly says "No accident/damage" These repairs were not reported to me at the time of purchase and I believe represent a willful hiding of issues by CarMaxDesired Settlement: Car Max owes us cash because the vehicle is not worth as much at trade in since it has been wrecked. It was also not worth the amount we paid at the time of purchase. We are now concerned about the safety of the vehicle should it be in another crash because it was no MINOR accident to have 2 doors painted AND a new hood. We need them in the meantime to pay for a full structural analysis by a [redacted]. I certainly would not have bought a car that had had this much damage to it.

Business

Response:

March 25, 2014

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated March 4, 2014, wherein you forwarded a complaint from [redacted]. [redacted] requested in the desired settlement for CarMax to pay for a full structural analysis of her vehicle to be completed by an authorized [redacted] mechanic. [redacted] also requested that CarMax provide her a cash allotment for the vehicle due to structural damage not being disclosed at the time of purchase.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in Gastonia, North Carolina (“CarMax”) on or about May 20, 2009. [redacted] brought the Vehicle to CarMax on or about February 27, 2014 to have it appraised. CarMax confirmed that the hood of the Vehicle had previously been replaced and the left driver side and passenger door had been painted, and presented [redacted] with an appraisal offer in the amount of $7,000. However, [redacted] declined to accept that offer.

In order to readdress her concerns, CarMax reached out to [redacted] on or about March 20, 2014 to invite her to come in on or about March 22, 2014 to have the Vehicle reappraised by the Sr. Management Team. [redacted] accepted the offer to have the Vehicle reappraised. However, [redacted] did not show up for the scheduled appointment.

CarMax would like to extend [redacted] the offer to have the Vehicle reappraised and encourages [redacted] to contact [redacted] at [redacted] to reschedule her appointment.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced.

Please contact me at [redacted] extension [redacted] with any questions you may have.

Sincerely,

Analyst, Executive Response Team

Consumer

Response:

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

This is a lie. I did not accept the offer of reappraisal and there was no appointment made. [redacted] offered me a structural analysis by Carmax...with a wink wink reappraisal.....why would I trust them to give an honest analysis now???? They lied and continue to lie. I'm thinking they have no clue about the structural fitness of this car or any car they sell and want to wash their hands of this deceit before it is made public. [redacted] also told me that a high percentage (he gave me the number it was over 80%) of their vehicles sold receive paint and parts such as this and it is considered cosmetic and they do not feel obligated to disclose this information prior to selling these vehicles.

Regards,

Review: I purchased a vehicle from your 10/29/2012 LAX location. upon purchasing the vehicle I asked for the vehicle history report and asked if there were any non original parts or modifications done to the vehicle. Your sales person furnished a VHR stating no accidents and proceeded to tell me that the car had it's original parts and had not been modified. I was in the process of selliung my car to a [redacted] dealership who was willing to offer me 13,500 which at the time was 750.00 above KBB for my car because they were in need of used vehicles like mine. When I came back into the location to have the final appraisal done I was offered 9,275 for my vehicle because my car had been previously damaged according to the [redacted]. I looked at the [redacted] report and found out my car had been in an accident in 2010. When brought to your attention, your carmax location managers [redacted] a sales manager and [redacted] a purchasing manager( I believe it was [redacted]) said well it doesn't matter it passed our test and we sell cars that have been in accidents. They also told me they would give me 13,000. After contacting [redacted] I found out the damage was to the rear of the vehicle in excess of 2000.00. When I went back to your location [redacted] told me if it wouldv'e had an parts changed or any damage we would've known and disclosed that when you asked. He said the Vin numbers wouldn't be on the parts proving that it had been original or if it had been replaced. He told me he would run the info by his executive team and call me tomorrow this was on the 19th of May. I called the local [redacted] dealersahip to find out where the vin numbers would be and was told. when I got home I looked and there were places on the doors that had no vin numbers nor did the back bumper where the reported accident occured. I told this to [redacted] when he called me back to say the executive teasm only cares if there is frame damage. He then said since I an adament about the parts being replaced and he knows thay haven't to bring in the vehicle and someone will inspect it with me and show me there is no frame damage and no other type of damage and that the parts were original. My appointment was made for the next day the 20 at 1:30. When I arrived the representative [redacted] viewed my car and told me that it was fine and had all the original parts, so I told him to show me the vin stickers on the vehicle and the vin stickers on the bumper and when he realized they werent there he then said ok you are right the parts have been replaced. He said the fact that the doors had been replaced and the fact the bumper was replaced and tail light had work it was probably in an accident. he said but it still passed our test and the paperwork showed no accident it was good to go on the lot and we don't have to disclose that information to you. He also showed me on the right inside of the vehicle where the work was done by the tail light and how it was made to look like the original. I said I asked about all of this information before purchasing the car and the salesman said it had all the original parts and no accidents. He said well the salesman wouldn't know the information only the buyers and purchersers would. I was floored that your company allows the salesman to say the car has no issues all it's origina parts and no modifications if the only people that know are the buyers. I understand people buy cars that have been in accidents all the time however for my particular vehicle I wouldn't have purchased it if I knew it was in an accident. I purchased a car that was carmax certified that really shouldn't be considered certified according to the car buyers bill of rights since it sustained damage in an impact. I asked and you lied and then even now I am being told we don't have to tell you if things aren't original even if you ask. This is not upfront or honest.Desired Settlement: I would like the difference refunded to me from what the dealership was willing to give me for my car and what you were offfering me which was $3,725. I believe this is a fair outcome because I could ask for the vehicle to be repurchased for what I paid for it but you would be out because of the value of the car now and I would be out for paying into the car for 18 months. I also think it's fair because I didn't secure financing with you I came in with my own loan and couldv'e went anywhere but trusted you would take care of me and you lied to me. I also did the math on if I took 2000 off the price of my car plus the interest for the life of my loan I would save about $3,800.

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

October 29, 2012 from the CarMax store located in Inglewood, California. In this complaint, [redacted] is requesting a settlement of $3,725.00.

As stated in her letter, [redacted] took the Vehicle to CarMax after being told that a [redacted] report revealed that the Vehicle had been in an accident. At the time of purchase, CarMax ran a Vehicle History Report([redacted]) which reflected no prior accident history. CarMax does not sell vehicles with frame or water damage. Every CarMax car is thoroughly inspected and reconditioned before it goes on the lot to ensure that the customer is purchasing a safe and reliable vehicle.

CarMax regrets that [redacted] is unsatisfied with the condition of the Vehicle. As stated in her letter, CarMax did extend an offer to purchase the Vehicle from [redacted] at a price that was $3,725.00 above what was offered to her by another dealership. [redacted] declined the offer.

CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted], extension [redacted], if you have any questions.

Sincerely,

Analyst, Executive Response Team

Consumer

Response:

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

There was no offer made in the attempt to resolve the complaint. in regards to the offer to purchase my vehicle that was made to me in person for the amount of 13000 that was rejected due to the amount of money I would have to come out of pocket to pay off the lien holder and the amount of money I have put in. I also asked for them to show proof there was no frame damage and still they haven't. As previously stated the car sold to me was sold to me under false pretences and it isn't fair that I was lied to by your salesman as well as your appraisers. I think my request was and is fair considering.

Regards,

Review: MY 1ST PURCHASE FROM CARMAX WAS A GOOD EXPERIENCE IN '08.NOW LOOKING FOR A NEW CAR I WENT BACK.9/14/14 I TRADED-IN MY'[redacted] THAT I ORINALLY PURCHASED IN'08 & PICKED OUT A'10 CHEVY [redacted],I PUT DOWN $3000 IN CASH.I SIGNED ALL THE PROPER PAPER WORK WHICH STATED THAT I HAVE A 5 DAY MONEY BACK GUARENTEE IF I DIDNT LIKE IT.9/15/14 I TRIED TO GIVE IT BACK BECAUSE I DIDNT LIKE IT,THE SALES ASSOCIATE RECOMMENDED THAT I KEEP IT A FEW MORE DAYS BECAUSE ITS STILL WITHIN THE RETURN POLICY.I AGREED BUT NOTICED THAT THE BRAKES WERE MAKING A GRINDING NOISE.I CALLED,GOT AN APPOINTMENT FOR 9/17/14 & THE TECH COULDN'T HEAR THE NOISE.I THEN TOOK IT TO MY MECHANIC WHO TOLD ME IM GOING TO NEED BRAKES SOON.9/19/14 I TOLD THE [redacted] I DIDN'T WANT THE VEHICLE,HE([redacted])ASKED TO DRIVE THE CAR WITH ME TO SEE IF HE COULD HEAR THE NOISE AND HE DID.HE SAID HE'LL EXTEND MY RETURN WARRANTY AND I COULD COME BACK ON 9/21 TO DROP OF THE CAR AND GET A LOANER UNTIL THEY FIXED THE BRAKES.AT FIRST I AGREED & THEN THOUGHT "YOU KNOW WHAT I DON'T WANT TO DEAL WITH THIS".SO I SAID "JUST KEEP THE [redacted]".SINCE IT WAS WITHIN RETURN POLICY ACCORDING TO THE AGREEMENT AND ADVERTISEMENTS I WAS ASSURED I'D GET MY TRADE-IN AND MONEY BACK,THIS DIDN'T HAPPEN.THEY SAID THAT MY TRADE-IN WAS TRANSFERED TO HARTFORD.WHY WOULD THEY DO THAT IF IT'S WITHIN THE 5 DAYS?SO THEY GAVE ME A LOANER.I WAS NEVER CALLED TO LET ME KNOW THE VEHICLE WAS BACK.I CALLED ON 9/24 ASKING QUESTIONS AND THEY THEN TOLD ME IT WAS THERE.I WENT TO THE EAST HAVEN STORE TO PICK UP MY VEHICLE.WHEN I GOT THERE NO ONE KNEW WHAT I WAS TALKING ABOUT OR WHERE THE VEHICLE WAS.FINALLY THEY FOUND IT.I SIGNED PAPERS AND GOT MY TITLE TO THE [redacted] BACK & WAS TOLD IT WOULD TAKE A WEEK FROM THE 19TH TO GET MY MONEY IN THE MAIL.I SPECIFICALLY ASKED WILL THIS CANCEL OUT THE LOAN AND NOT RUIN MY CREDIT.SHE(DIFFERENT REP) SAID YES.ITS BEEN 2 WEEKS AND FOUND THAT IT WASNT EVEN PROCESSED,AND YET RECIEVED MY 1ST CAR PAYMENT BILL FOR THE CAR FROM CARMAX DATED AFTER THE RETURN.Desired Settlement: I WOULD LIKE TO KNOW WHAT WOULD OF HAPPENED IF I JUST IGNORED THE BILL? I DON'T HAVE THE [redacted] CARMAX DOES.THE RETURN SHOULD HAVE BEEN PROCESSED THE 19TH,THATS WHAT MY PAPERWORK SAYS.THE BILL WAS DATED THE 25TH.IT'S FRUSTRATING THAT THERE'S NO COMMUNICATION WITHIN THE COMPANY AND TO THE CUSTOMER.IT'S LIKE ONCE YOU DECIDE NOT TO GO FORWARD WITH THE BUY,THEY NO LONGER HELP.THEY TELL YOU ONE THING WHICH CLEARLY ISN'T TRUE.

Business

Response:

October 30, 2014

Review: my family went to the [redacted] location to test drive a vehicle that we found online. both my wife and I drove the vehicle and we decide it would be the perfect vehicle for our growing family. while we sat down with the sales person to get approved for the loan we had our current vehicle appraised so we could use it as a trade in. we got the trade in value that we were happy with. all information was approved and finalized. after all this was said and done it was 10 minutes before the store closed and they said they would need some time to fill the gas tank and detail the vehicle we were purchasing. we also didn't have the extra set of keys and title to our current vehicle. so we made an appointment for the following day at 5:00pm to return and exchange vehicles and I was told it would be a quick exchange because we have already completed all of the paper work. the following day at 12:45pm we received a call from the sales manager stating that another individual had that vehicle transferred to the store to view and possibly purchase and because they had paid the transfer fee they had first dibs on purchasing it. the vehicle should have never been on the lot for anyone to view let alone to test drive and purchase. since then I have spoken to several different employees and none of them showed any remorse for the situation they have put my family in. the only thing they said they could do for us is to waive the transfer fee on any vehicle CarMax has on the east coast. the problem is there is not another car that fits my families needs like the one they took from us. how can a well known company with a no haggle slogan sell the same car to two different people. later this afternoon a different salesman called an tried to offer us a car that cost $1000 more had 16,000 more miles and was involved in a front impact with another vehicle. at this point we are not only out of a new vehicle they ran my credit so it is going to impact my chances at purchasing another vehicle.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I feel at this point they should be working with us instead of against us like it feels. they made a huge mistake and are not giving much effort to resolve the situation. I feel that the $199 transfer fee isn't enough to resolve this situation. the waiver fee may not even be needed if we find something else in this area. this has been terrible customer service to resolve the situation they have put my family through.

Business

Response:

November 5, 2014

Review: I bought my car in February of 2014 since I've had my car in service 6 times. I've only had the car for 9 months they charge me my deductible every time I've spent more then 1,500 dollars. I pay 420.00 every car payment I would expect I good working car my car is a [redacted] I've told carmax I want a different car that they sold be a defective car they say it's not there fault that I have to keep it and keep paying it. I'm tired of throwing my money away in this car it's only giving me more and more problems it's currently at [redacted] right now getting a new alternator battery and fixing a oil leak it's been there since 11/11/14. Ive had to replace 2 power steering pumps 1 water pump 1 alternator 1 one transmission 1 fuel pump had to have my car aligned and balanced fixed the camber had to have a oil leak repaired and it's been only 9 months since I've purchased the vehicle.Desired Settlement: Refund car, car payments and expenses for repair costs

Business

Response:

December 18, 2014

Review: We would appreciate assistance in a situation where we believe CarMax have mislead us in pre-sale information. On Saturday, December 27th 2014, we bought a [redacted] from Carmax at their [redacted], GA location. Prior to the purchase, we asked the [redacted] location to check if the car had Xenon lights and automatic headlight flushers for these lights. The [redacted] office contacted [redacted], and got a positive answer and confirmation that the car had these. The ads for the car on their website clearly stated that the car had leather seats. We also asked the sales representative in [redacted] to e-mail us a description of the car, that stated that the car had leather seats. These were all important features for us, and since we got this confirmed, we sold our car (to finance the new purchase) and got a rental car and drove down to Georgia to pick it up. We arrived late at night, and bought the car. The day after, we thought both seats and lights looked not liked as they had been described in ads or by the sale representative. Therefore, the following day we took the car to the nearest [redacted] dealer to consult them regarding the leather seating and the headlights and its flushers. They looked the car up via the VIN-number, and they confirmed that the car had "[redacted]" (MB-tex) seats, and no Xenon lights or automatic headlight flushers for these. We tried to contact the [redacted] office and the sales person to file a verbal complaint, but got no reply or call backs. On Tuesday, we got hold of her manager, that directed us to the [redacted] office. We got a promise to extend the return date for the car to Jan 5th (since we were on vacation in SC with the car). Confused and disappointed about the non-answers from [redacted] and [redacted] offices, we called the Consumer relations office of Carmax/Headquarters. On Tuesday Jan 6th, we were informed that Carmax only suggestion to solution was to try and find another (similar) car for us within their stock. They did not find another car, and will not a) lower the price of the car or b) install leather seats, Xenon lights or automatic headlight flushers or c) compensate us financially for misleading us regarding these features. To summarize, we have clear written evidence that we have been mislead regarding important and costly features of the car. We also believe we took responsible actions prior to the purchase to inform ourselves about these features, and made sure this was confirmed. Finally, we also believe we patiently have given Carmax the opportunities to solve this problem. Therefore, to give Carmax a second chance to solve the actual problems, but also a chance to regain confidence and trust for their business values for us and for other future customers we now turn to Revdex.com for assistance in this issue. Lastly, in accordance to us informing Carmax that we intended to contact Revdex.com, they confronted us with a very limited time frame for the possibility to return the car, therefore we would appreciate an urgent handling of this complaint.Desired Settlement: Since there are no other similar cars within the Carmax stock, nor on other major auto dealers online, our suggestions to Carmax problem is as follow: a) compensate us financially for the cost of installing leather seats (according to [redacted] a cost of approximately USD 1800) and Xenon lights and automatic headlight flushers (approximately USD 1000), I e USD 2800 or b) install leather seats, Xenon lights and automatic headlight flushers at Carmax expense at an authorized ** service center or c) lower the price of the vehicle to compensate for falsely given information regarding leather seats, Xenon lights and automatic headlight flushers to the same extent that this will cost to install at an authorized ** service center.

Business

Response:

January

15, 2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

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

Dear Mrs. [redacted],

Thank

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

regarding the Vehicle purchased from CarMax of [redacted], Georgia

("CarMax" ) on 27 December, 2014.

In her complaint, Mrs. [redacted] requests compensation for, or

installation of, certain options on the Vehicle, or a reduction in its purchase

price.

As

stated in the complaint, CarMax had incorrectly listed the Vehicle as having

leather seats. CarMax made no mention of

the Vehicle being equipped with xenon headlights and washers. As Mrs. [redacted] indicated that these were

options that she desired, CarMax attempted to locate a like vehicle from within

existing inventory that had these features.

Ultimately,

CarMax management was unsuccessful in sourcing a vehicle that met Mrs.

[redacted]'s expectations. In the interest

of customer service, CarMax management extended the option of a full return

through 7 January, 2015. Mrs. [redacted]

elected to keep the Vehicle. While

CarMax is unable to take return of the Vehicle at this time, CarMax would be

happy to appraise the Vehicle and make an offer to purchase it. CarMax declines to provide any additional

relief.

Thank you

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

Sincerely,

Analyst,

CarMax Customer Relations

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Dear [redacted]/Revdex.com,Thank you for forwarding the respons from CarMax/Mr [redacted] in respons to our complaint. In this, CarMax says they did make a mistake when stating the car had leather seats. However, they do not acknowledge that they mislead us with the Xenon lights- that is completely wrong. We did check (orally) with the [redacted] office (which in turn checked with the [redacted] location) that they did have this. This should be in CarMax files (they have been read out loud to us). We did get a verbal confirmation that the car did include these before we decided to go down to Georgia and buy the car.The solution proposed by CarMax in this latest letter does not include anything new to us. They have already offered us (in January) an extended return period.Everyone involved in this purchase process (i.e. [redacted] location and [redacted] Location) already knew that the car model we wanted to buy was very rare (i.e. a [redacted] with a diesel engine) and that returning the car would not give us the option to buy another one elsewhere. They also know and knew that we have a limited time frame (due to an upcoming military deployment situation) for this purchase. Both the fact that we probably cant find a similar car, and the fact that we need to buy this car under time pressure has been known to everyone involved, and we do feel that CarMax is taking advantage of this information to get out of a situation where they clearly mislead us about two of the cars features.So, we refuse the offer to return the car at an offer made by CarMax. To summarize, there is nothing new in this offer and CarMax did know that this car is hard for us to find elsewhere and that we are under a limited time frame for the purchase. We still believe that CarMax should take financial responsibility for having sales representatives impudently misleading their customers, and our requests remains as it was stated in our first letter.

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

Regards,

Business

Response:

February

23, 2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

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

Dear Mrs. [redacted],

Thank

you for forwarding the follow-up response received in your office from Mrs.

[redacted] regarding the Vehicle purchased from CarMax of [redacted], Georgia

("CarMax") on 27 December, 2014.

As previously stated, Mrs. [redacted] requested CarMax take financial responsibility

for the listing of the Vehicle.

As

addressed in the original response, CarMax attempted to locate a vehicle from

within the existing inventory that had the features requested by Mrs. [redacted]. CarMax

management was unsuccessful in sourcing a vehicle that met Mrs. [redacted]'s

expectations.

In the

interest of customer service, CarMax management extended the option of a full

return beyond the 5-day return window.

Mrs. [redacted] elected to keep the Vehicle. The option of returning the

Vehicle has since expired.

CarMax

declines to provide any additional relief. Mrs. [redacted] may bring the Vehicle

to CarMax for a free appraisal offer. CarMax’s position has not changed.

Thank you

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

Sincerely,

Analyst,

CarMax Customer Relations

I sold my car to them in July 2013 and also got a car from them the same day. Come 2 months later I get a fine in the mail saying I went threw a toll in Southern California so I called the toll place and informed them I sold the car in July and it was taken care of. So today I had another fine for the same toll but they said my car I have now went threw that some toll. On that day I was at work in fresno ca so their was no way I could be in Orange County and fresno at the same time. So I come to find out carmax sent my plates to my new car to the owners of the old car!!! Never ever go here they do not care about their customers at all. They screwed up on giving someone my plates to my car. Something could have happen and I would have be liable for their mistake by sending out the wrong plates. Now I have to go to dmv and fix their mistake. Oh not to mention a month after bying my car from them the axial goes out. Such a rip off place!!!

The short and sweet of the experience: 2 years ago my wife was in an auto accident, and her vehicle was deemed a total loss. We needed to find her a vehicle quickly so she could go back to work, and decided to go to CarMax. Although the "buying" experience was not great, it was also not terrible. We decided on a vehicle, put a number of thousand dollars down on it, financed it, and drove it home.

Fast forward 2 years: We decided to trade in the vehicle we purchased from CarMax, and no matter what dealer we went to, they all said we owed too much on the vehicle versus what the vehicle is worth. I decided to check into what the vehicle is really worth now, in comparison to what it was really worth 2 years ago when we bought it so I could understand why these dealers said that. I found that the vehicle is definitely worth the value these dealers said for trade-in. But I also found out that we paid $1000's well above the normal markup when we purchased at CarMax. So much for a "No Haggle" price?

Now I am stuck with a vehicle worth half as much as I owe the bank. There is nothing I can do with the vehicle until I pay thousands into it just to sell it. Do your homework people. Don't get ripped off at CarMax like I did.

I will never go to car max again. They sell you any car they can and will pass them and give them a inspection sticker faster then you can say hello. They just want your money and could care less about selling actual reliable cars. I bought a 2009 Mercedes which was over priced and had issues with it. I had to return it the very next day. I got reimbursed for the money I spent on my debit card the same day but the money in cash I am still waiting for. They told me 10-14 business days it's going on 3 weeks. I want my refund car max

Review: I purchased a 2007 [redacted] VIN # [redacted] on February 14, 2013.During the first 30 days I noticed a jerk when driving my car and I was also disappointed that the navigation system was not updated. I took my car in for service and the mechanics advised that they did feel a noticeable jerk, they flushed my transmission and told me the car should be fine. Considering the car should have had a 125+ inspection this is something that should have been done prior to me purchasing the vehicle.After the flush the vehicle drove fine for a couple of days and the jerk came right back. I took the car back in for service and was told the problem couldn't be duplicated. The service guy wanted me to drive around with him in the car to prove there was a problem. I kept being told that the car is working as designed, which I don't understand because they are not the designers of the vehicle. I reached out to Corporate who advised I should take my car to [redacted]. I did as asked and [redacted] advised that they noticed the shutter in my vehicle but it wasn't a big deal. On 5/20 my car completely shut down on my and left me walking to work. Carmax towed my car and replaced a EGR valve and called happily to say that the complaints I have been having all of this time and the jerks were because of the EGR valve. I picked up my car on 5/21 and there is the same jerk on the car and now the check fuel system light is on. I am completely dissatisfied and am uncomfortable driving the car I purchased because of the performance issues that Carmax is unable to diagnosis. Their response is continually the car is working as designed when clearly the technician acknowledged it's just a small issue. I should not be stuck with a car that Carmax can not fix because they don't have the knowledge or resources.Desired Settlement: I am requesting a safe a reliable vehicle like I originally thought I was purchasing. If that can't be done then I would like a full refund to include my down payment and payments made on my vehicle. I have been given no options other than drive a car with a "small" problem per Carmax and Aamco. There are several thousand cars in inventory I'm sure one of those would be suitable, safe, reliable and comparable.

Business

Response:

Dear Ms. Sekerdy:

Thank you for forwarding the complaint received in your office from Ms. [redacted] regarding the aforementioned Vehicle purchased from CarMax of Tampa, Florida, on 14 February, 2013. In her letter, Ms. [redacted] requests an opportunity to exchange the Vehicle for another, citing ongoing issues with the transmission and overall performance.

On 11 June, 2013, CarMax took return of the Vehicle and assisted Ms. [redacted] with the purchase of a replacement. CarMax management is happy to have had the opportunity to resolve this concern, and feels that Ms. [redacted] is fully satisfied at this time.

Thank you for the opportunity to respond. If you have any additional questions, please contact me directly at [redacted] extension [redacted].

Sincerely,

Consumer

Response:

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: [email protected].

Review: There have been a series of unethical (and perhaps, illegal) actions displayed by CarMax. I am seeking help. 1) CarMax attempted an unauthorized withdrawal of my checking account around March 22, 2013 (more details to follow). 2) Around March 28, 2013, I received letter congratulating me for paying off my account, along with the title, and a refund check for an overpayment. As I knew my car loan was nearing the end of the financing agreement, I was happy to receive notification of payoff. However, shortly after, CarMax contacted me in attempts to collect more funds. 3) Perplexed by the calls, I questioned the representative. After all, according my records (and based on correspondence from CarMax), this account had been paid off. She informed me that the final payment was returned by the bank. After more probing, I learned that CarMax attempted an unauthorized withdrawal from an old checking account, so the payment was returned. It is unclear to me why CarMax attempted a draft of my account without my authorization. 4) By this time, the account had accumulated late fees. I requested an account statement to verify transaction history, and asked that all late fees be removed AND that any derogatory information which may which have been reported to the credit bureaus be removed as well. The representative advised that CarMax does not negotiate on delinquent accounts. This is not the first time that CarMax has refused to correct derogatory information on my account wrongly reported to the credit bureaus.5) The account is now 60 days or more past due. My attempts to resolve this issue with CarMax phone collections representatives have been unsuccessful.I am at an utter loss of how CarMax can take such gross unethical and unauthorized actions; then compound them with accounting errors and terrible collections practices; THEN, refuse to make any corrections regarding this account.As a consumer, I am in a precarious situation. Please help.Desired Settlement: 1) Remove ALL late fees on this account. 2) Remove ALL derogatory information reported to credit bureaus. 3) Provide letter stating that late fees and derogatory information have been deleted. 4) Provide letter with corrected final payoff after ALL late fees have been removed. 5) Allow 30 days after receipt of letter for me to make final payment.

Business

Response:

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by [redacted]. I will attempt to address Ms. [redacted]’s concerns below.

First and foremost, contrary to Ms. [redacted]’s allegation regarding the unauthorized withdrawal of funds from her checking account, please know that Ms. [redacted] requested that we enroll her account in our Automated Payment (ACH) program on March 16, 2008. Our ACH program enables us to withdraw scheduled monthly payments on the due date every month from a checking or savings account designated by enrolled customers. A redacted copy of the ACH program form completed and executed by Ms. [redacted] is enclosed for your review.

In looking at Ms. [redacted]’s payment history it appears that Ms. [redacted] closed the checking account she selected for the ACH program around June of 2010. Our records do not show that she notified us of the closure of the checking account or that she wanted to terminate the ACH program. As a result, attempts to withdraw funds from Ms. [redacted]’s checking account continued unsuccessfully. Ms. [redacted], however, continued to make her monthly payments through other payment methods until the final payment that was due on March 22, 2013. We again attempted to withdraw Ms. [redacted]’s final payment of $465.39 on March 22, 2013. However, before the payment was returned, we released the certificate of title to the Vehicle. A copy of the payment history for the account is also enclosed for your review.

Our process would normally be to terminate the ACH program after several payments were returned. We apologize for any inconvenience our omission may have caused. In the interest of customer service, we have decided to waive the $[redacted] owed on the account and to close the account effective as of March 22, 2013. We will also update our records accordingly to remove any negative credit bureau reporting resulting from our omission.

Thank you for bringing this matter to our attention and affording us the opportunity to respond. Should you have any questions or concerns, please feel free to contact me at [redacted], extension [redacted].

Sincerely,

Paralegal

CarMax Auto Finance

Enclosures

CC: [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: [email protected].