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Reviews CarMax , Inc.

CarMax , Inc. Reviews (1863)

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: 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: 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: 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: 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 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: 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: 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: 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: 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: 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: 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 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 [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: 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: ON JULY 3RD WE PURCHASED A [redacted], WE FINISHED PAPERWORK AT 9 P.M. WHEN THE STORE CLOSED. THE CAR BROKE DOWN IN THE [redacted] CARMAX PARKING LOT!!!!! WE TOOK FIVE HOURS TO GET IT HOME WHAT SHOULD HAVE TAKEN 30 MINUTES. THE NEXT DAY IT WAS TOWED BACK TO [redacted] CARMAX SERVICE. IT WAS TO BE READY ON WEDNESDAY WHICH TURNED INTO THURSDAY WHICH TURNED INTO FRIDAY. MY FIANCE' WENT TO THE DEALER TO SPEAK WITH MANAGEMENT AND WAS LEFT WAITING FOR OVER 30 MINUTES WHEN HE MADE HIMSELF LOUD AND CLEAR HE WAS NOT RECEIVING APPROPRIATE SERVICE AND WHY HE WAS THERE.

THE [redacted] WAS TIMELY, APPROPRIATELY, PROPERLY, FORMALLY AND OFFICIALLY RETURNED. WE NEVER PICKED IT UP FROM [redacted] CARMAX SERVICE. WE RETURNED THE LOANER TO [redacted] CARMAX. ** AT [redacted] STORE HAS FAXED THE RETURN PAPERWORK AT LEAST TWICE. I HAVE BEEN TOLD THE RETURN IS PROPERLY PROCESSED BY BOTH [redacted] AND [redacted] CARMAX STORES MORE THAN ONCE!!! WE SHOULD NOT HAVE TO PAY ANYTHING FOR A CAR THAT NEVER WORKED FOR US AND WAS TIMELY AND PROPERLY RETURNED. HOWEVER WE CONTINUE TO RECEIVE BILLING!

WE ARE VERY UPSET ABOUT THIS ENTIRE SITUATION. EVEN SERVICE JUST CALLED A FEW DAYS AGO ASKING ABOUT THE LOANER AND IMPLIED WE KEPT, BUT WE RETURNED IT TO [redacted] CARMAX WHEN WE PURCHASED A [redacted] WE SHOULD NOT BE BILLED ANYTHING FOR THE [redacted] BECAUSE IT NEVER WORKED PROPERLY FOR US AND WE ONLY HAD IT FROM 9 P.M. UNTIL NEXT MORNING WHEN IT WAS RETURNED TO [redacted] CAR MAX ON A TOW TRUCK. RETURN PAPERWORK WAS TIMELY PROCESSED. THIS HAS BEEN GOING ON FOR WEEKS. I HAVE BEEN TRYING TO RESOLVE THIS BUT LOOK BELOW!!!!!!!! WE DO NOT WANT IT REPORTED ON OUR CREDIT FOR A VEHICLE WE DO NOT HAVE!!!!

---------- Forwarded message ----------

From: [redacted]

Date: Sat, Aug 2, 2014 at 12:00 PM

Subject: Fwd: A reminder about your account

To: [redacted] ---------- Forwarded message ----------

From: "CarMax Auto Finance"

Date: Aug 2, 2014 11:32 AM

Subject: A reminder about your account

Sign up to make your first payment fast, easy... and online! View this email as a web page.

CarMax Auto Finance. [redacted], we hope you're enjoying your [redacted] from CarMax

Your first payment will soon be due, so if you haven't already, now is a great time to take a moment and set up access to your CarMax Auto Finance account online. Once registered, you'll be able to:

Make one-time/recurring payments

Set up payment reminders

View account details... and more!Desired Settlement: I WANT IN WRITING AN APOLOGY AND A RESOLUTION AND REMOVAL OF ANY CHARGES FROM CARMAX FINANCE. WE OWE THEM NOTHING. I WANT A PHONE CALL ACKNOWLEDGING THEY SHOULD NOT BE TRYING TO COLLECT ON THIS VEHICLE FROM CORPORATE. I WANT FINANCE TO CONTACT ME AND TELL ME THEY WILL NO LONGER BE TRYING TO COLLECT ON THE 2012 PASSAT AND THAT THE BALANCE IS ZERO AND I WANT THIS IN WRITING. I WANT ALL COLLECTION ATTEMPTS TO CEASE. I WANT THE FINANCE DEPARTMENT TO ASSIST IN SITUATIONS LIKE THIS INSTEAD OF REFERRING THE CUSTOMER BACK TO THE DEALER WHO HAS ALREADY BEEN CONTACTED MULTIPLE TIMES. I WANT NOTHING FILED AGAINST OUR CREDIT RECORDS BECAUSE WE WILL NOT MAKE A PAYMENT ON A RETURNED VEHICLE THAT NEVER WORKED! I WANT TIMELY AND QUICK/SWIFT RESOLUTION. I DO NOT WANT TO SEE ANOTHER EMAIL REQUESTING PAYMENT OR ANOTHER BILLING ON THIS [redacted] WE RETURNED IT TIMELY AND WERE ASSURED THERE WERE NO ADDITIONAL FEES INVOLVED. I WANT CARMAX TO INTEGRATE THEIR RECORDS ALL AROUND SO PEOPLE DO NOT HAVE TO DEAL WITH ALL OF THIS HASSLE WITH A RETURN! I WANT CARMAX SERVICE DEPARTMENT IN [redacted] TO NEVER CALL ME AGAIN TO TRY AND COLLECT THE LOANER THAT WAS RETURNED TO [redacted] CARMAX. I WANT ** IN [redacted] CARMAX TO GET A RAISE AND HONORABLE RESPECT AND RECOGNITION FOR BEING AN OUTSTANDING EMPLOYEE AND ALWAYS DILIGENTLY ASSISTING US THROUGHOUT THIS PROCESS. HE IS NOT THE PROBLEM. I WANT CARMAX TO FIX THIS IMMEDIATELY.

Business

Response:

September 8, 2014

Review: CarMax Auto Finance Attn. Customer ServiceCarMaxP.O. Box 440609Kennesaw, Georgia 30140RE: Clocked Odometer- [redacted] Order #[redacted]: Date of Purchase 11/14/2011Dear CarMax Auto Finance:I am disputing a buyers order from CarMax Auto Finance in the amount of $19,875.00, which is included on my statement dated November 11, 2011.On November 11, 2011, I purchased [redacted] from the Alpharetta Store. I received an Buyers Order, the same day that confirmed the odometer reading as [redacted] miles. I was also told that this vehicle was previously owned by one owner. One week after purchasing the [redacted], the vehicle was returned to the CarMax Auto Service Center for brake repairs, during these documented repairs historically CarMax continuously ordered the incorrect replacement parts to repair the vehicle, which later disclosed the vehicle VIN number has been misrepresented in the CarMax database system. However, I never received full disclosure of the true mileage of the vehicle or the correct VIN number information. On November 8, 2014, I contacted CarMax Auto Finance via in person and phone, and was told that I would receive a follow up call back for resolution to the above described issues; to date no contact has been made for resolution. On February 12, 2015, I am contacting CarMax Auto Finance via email and phone to request that fair and reasonable resolution is found within 3 to 5 days upon receipt of this written dispute. I have enclosed a copy of the bill with the disputed charge highlighted, and copies of the CarFax report provided to me on November 8, 2014 by CarMax Auto Finance. Please investigate this dispute and provide me with a written statement of the outcome. I can also be reached at [redacted] and/or [redacted].Thank you for your time and attention to this matter.Sincerely,[redacted]Desired Settlement: DesiredSettlementID: Refund

A complete refund off all monies spent in car payments and CarMax Auto Warranty and replacement vehicle.

Business

Response:

March 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 Ms. [redacted]

regarding her purchase of the Vehicle from CarMax of Roswell, GA (“CarMax”) on November

14th, 2011. In her complaint, Ms. [redacted] shared Vehicle history

concerns related to the odometer and Vehicle Identification Number.

A review of CarMax’s

records indicates that CarMax sold the Vehicle to Ms. [redacted] on November 11th,

2011 with a mileage of [redacted]. During this transaction, CarMax provided Ms.

[redacted] with an AutoCheck Vehicle History Report. This report matched the

Vehicle Identification Number on Ms. [redacted]’ purchase paperwork and the Vehicle

she purchased.

Ms.

[redacted] also stated CarMax completed brake repairs on the Vehicle. A review of

CarMax records indicates the Vehicle was serviced by CarMax for brake concerns

on November 18th, 2011 and March 29th, 2012. CarMax has

not performed any diagnosis or brake repairs since. In the event Ms. [redacted]

currently has concerns with her brakes, CarMax will diagnose and service the concerns

at Ms. [redacted]’ expense.

In

her complaint, Ms. [redacted] requested a complete refund of all monies spent on

car payments, a CarMax extended service plan and a replacement vehicle. CarMax

will not be offering these options. In the event Ms. [redacted] would like to sell

the Vehicle, she may have the Vehicle appraised at a local CarMax location.

CarMax Auto Finance has

no affiliation with Ms. [redacted], as her purchase is financed through [redacted].

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.

[Attached please find the Carfax report indicating that the odometer for the "Vehicle" has been branded, this information was not provided to myself at the point of purchase of the "vehicle" In addition, the Carfax indicates several inconsistency in the odometer reading in November which are not accurate on the Buyers agreement dated in November 8,2011. Historically the vehicle has had several maintenance issue which can be contributed to the non disclosed true age, and value of the vehicle at the point of purchase. I am requesting further review of this complaint and/or a more comprehensive settlement offer Please feel free to contact me at [redacted], should you need any additional information..]

Regards,

Review: Carmax does not honor their warranty and gives invalid excuses of why they cant do a repair. I took my car go carmax because it would not stay started the rep told me they cant do anything until I buy a brandnew battery.[redacted]

[redacted]Desired Settlement: I want my car to be fixed without excuses or going through complicated issues.

Business

Response:

October 23, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

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

Dear Mrs. [redacted],

Thank

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

his purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on May

15th, 2015. At that time, Mr. [redacted] also elected to purchase a MaxCare

Extended Service Plan (“ESP”) for a term of 60 months, or until the Vehicle

exceeded 75,000 miles, with a deductible of $100.00.

Mr.

[redacted] brought the Vehicle to CarMax on October 21st, 2015, with a

concern that the engine would regularly turn off or not start entirely. CarMax

was able to duplicate this concern and recommended a battery replacement in

order to complete further diagnosis. CarMax installed a new battery at no

charge to Mr. [redacted] and subsequently found that the Vehicle needed a new alternator.

This concern was addressed and completed under the terms of Mr. [redacted] ESP.

Mr. [redacted] picked up the Vehicle on October 23rd, 2015.

CarMax

is unable to guarantee that mechanical issues will not arise on the Vehicle

after sale; however, CarMax will gladly address any repair concerns that Mr.

[redacted] may have in the future. If Mr. [redacted] has any further questions, he

may contact me directly at [redacted]

Sincerely,

Analyst, CarMax Customer Relations

Review: In the summer of 2013 I had some repairs done to my car. Carmax said that work had been done on two of 4 engine coils. Two weeks later the other two needs to be replaced, which should have been done at the time of original repair and Carmax refused to consider their mistake a priority and said they wouldn't be able to fix it for another week or so. I had to have another company do it in order for me to be back in my vehicle in a timely manner. Last month I had some scheduled maintenance done by Carmax, which took long than the day and a half promised. When asked about why the repairs were taking longer than expected, I was informed that there were some complications regarding my repair. There were things that Carmax disclosed with me and things that were not. Prior to this maintenance my car was in a decent condition, afterward there were signs of tampering or mishandling of my car. All the work that was completed by Carmax was not disclosed in the documents provided when retrieving my car, as I would expect. Because the job was completed and they claimed to have fixed their mistakes I thought nothing of it. However, when the engine coils became a problem again (this being the third time) I had a friend take a look for me to see how much it was going to cost me to have it repaired again. The friend was unable to diagnose what the issue was, but he did point out to me several things that were done poorly and improperly by Carmax. The first of which is a new emblem had been glued onto the engine cover. There was also an indication that the front end had been dropped or improperly handled during the replacement of my Timing belt (the maintenance). There were also braces and/or brackets that had been glued back in place, after being damaged/broken. There is a cover piece missing from the system of cover pieces. And last, but definitely not least, the radiator was cracked and then repaired, but not replaced. When my car was taken to them I asked about these things and most of my questions were shrugged off and avoided. I was told "What was done was done out of kindness," as if they had done nothing wrong and I was ungrateful. My car was fixed and returned to me, only for it to work another week or so. This time(we are now on the fourth time), after experiencing issues with the engine coils several times before, I was sure that is why my car was not working. After all the money that I have put into rental cars and repairs and upkeep into this car I could not afford for it to quit working on me again. I begged and pleaded with Carmax to let me use a loaner, and was met with a blunt "no". I spoke with their customer relations department, in hopes that they would be able to provide a better customer service experience and was only met with empty promises and people who are not worthy of their titles. Currently Carmax has my car and it has made a miraculous recovery and they will not need to charge me for getting it to run again. That is no assurance that it will continue to run. The reason it is still in their possession is so they can repair the oil pan they claim to have been damaged by the towing company. I have filed an insurance claim, hoping my insurance proves to be more useful than Carmax.

This is only explaining my current issue with Carmax. I should have know to expect this since I had trouble with the car within the first 5 days of having it. Then, they wanted me to believe they are a good company and did everything they could to make me praise their name. Now, since I am past my first 30 days and no longer carry their warranty, they feel as if they don't have to do anything for me and now they can show their true colors. What I honestly believe the resolution was to my car this time was a reset of the computer. This is something they did to my car when I first got it and they mentioned that there may have been an issue with it recently. I would appreciate some honesty. While I may not know much about cars, I know that I can't fix it if I know it isn't broken. I just feel like they know and have known and just want to keep their noses clean, but their conscience dirty.Desired Settlement: I would like to say that I just want my car fixed and nevermind about the money that I have had to spend on rentals and not being able to make it to work, but at this point I honestly can't. Carmax has left such a bad taste in my mouth that I'm not even sure they will be able to make me happy with them again. I am not generally a complainer, but neither the Carmax on [redacted] or their customer relations was able to provide me with the satisfactory customer service I was expecting, especially since they have an A+ rating from the Revdex.com. I hope that Carmax will be able to make good on their word for once and look into to offering me a completely new car. However, the indication that I got was that I would be stuck with this one until I fixed this one and they appraised it. With the shotty repairs they have done, I would expect them to say it was worthless and laugh in my face, while spitting at my feet to get me to flee in disgust. I would also hope they were willing to reimburse me for the rentals that I have had to get, which was supposed to be covered under their [redacted], which pretty much nothing. It would be nice to have the money I missed out on for work. But if you want the truth, I really would like an apology.

Business

Response:

January 15, 2014

Review: In January 2014, I purchased a [redacted] from the [redacted] location. The vehicle performed well for a couple of weeks but then two tires blew out (which I knew wasn't covered). The tire shop indicated that the tires were damaged on the black wall and shouldn't have been identified by the dealership. A month later, the vehicle needed an update, again not covered. I handled both situations as I understand that CarMax was not responsible, even though the tires did not meet their own minimum specifications for sale of the car. A few months later, the entire electrical system failed in the vehicle while driving. I pulled over and stopped the car to determine the issue. The car would not turn on. I spoke to [redacted] who indicated that there was an alternative method of starting the vehicle. Upon doing so, there was no air, no instrument gauges, windows would not roll down, and no radio. I sat for an hour trying to arrange a tow when the vehicle lit up and was functioning fine. Two days later, the same incident happened. I took to [redacted], which is considerably closer than the [redacted], ** location from me, and they saw the issue but could not repair. They kept the vehicle for several days but could not identify the issue. I then opted to take it to CarMax, as I had purchased the extended service plan. I indicated the issues with the vehicle and was given a rental for a week, which I had to pay for as they diagnosed the issue. After over a week, I was told that the battery in the car was not the right battery for the car. This is the same battery that was checked during the "CarMax Certified Vehicle" inspection. However, I was asked to pay for a new one. A few days later, I was told it could be a juncture box issue but they couldn't be sure until later. I expressed that I was not comfortable driving in a car with severe electrical issues and would like to do whatever I could to get out of the vehicle. I was told by the local store and the corporate office that I needed to let the process finalize with the repair before anything else could be done or discussed. Another week later, I received notification that the vehicle was ready. The service staff and manager were nice and did not charge for the battery, after I complained about it. However, I mentioned again that I wanted out of the vehicle. I did not want to travel in the vehicle and be stranded. I was told I would have to work with sales at that point who told me that I could trade the vehicle in for a severe loss (due to damage and repair no less) and get another vehicle from CarMax. This is unreasonable. I was patient working through the process and am now being asked to take a loss for a obviously defective vehicle.Desired Settlement: I'd like a comparable vehicle at CarMax or a reasonable buyout of the loan.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted] (the “Vehicle”) that he purchased on or about January 18, 2014 from the CarMax store located in [redacted] (“CarMax”). In this complaint, [redacted], is requesting an exchange of this vehicle or a reasonable buyout of the loan.

CarMax addressed electrical and no start concerns on or about July 21, 2014. CarMax agreed to provide [redacted] a loaner vehicle and use a vendor to try and diagnose and repair his concerns during this visit. The CarMax vendor diagnosed the problem as a failure with an electrical junction box. The vendor repaired the Vehicle, and [redacted] picked up the Vehicle on or about August 6, 2014. [redacted] brought the Vehicle back to CarMax with concerns of similar electrical issues happening to the air conditioning system, instrument cluster, windows, and radio not working on or about August 14, 2014. CarMax provided [redacted] a loaner vehicle and agreed to try and duplicate his concerns. CarMax was not able to duplicate the concerns during this visit.

CarMax invited [redacted] to have his vehicle appraised. [redacted] agreed to receive a written appraisal offer from CarMax on or about August 14, 2014. A written appraisal offer was completed on or about August 14, 2014. The appraisal offer was valid for seven days.

CarMax is offering to continue to work with [redacted] to select another vehicle. If [redacted] desires to sell the Vehicle to CarMax, he will need to have the vehicle reappraised.

CarMax appreciates the opportunity to respond to this complaint.

Please call me at [redacted], extension[redacted], if you have any questions.

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.

During the period of August 6th, I contacted the local office and the corporate office to express my concerns with the vehicle. As the problem had been identified by [redacted] and myself as intermittent, the concern is that the vehicle has ongoing issues. Since leaving the dealership last, the vehicle has experienced the same difficulty on two other occasions. It would appear that the juncture box was not the apparent fix. Also, all vehicles are to meet a minimum quality assurance, called the CarMax Certified status. I do not feel that my vehicle at purchase met the minimum standards. I did all the company to appraise the vehicle. However, I do not have confidence in the product that CarMax offers. I recognize that it would be egregious to "wipe away" the loan; however, I believe that a better alternative exists.

Regards,

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Description: Auto Dealers - Used Cars, Used Car Dealers (NAICS: 441120)

Address: 12800 Tuckahoe Creek Pkwy, Richmond, Virginia, United States, 23238

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