CarMax , Inc.

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.

Review: When I purchased the car from carmax they only wiped down the outside of the car. They did not clean out the inside of the car. The vehical smelled like cigarettes, the seats wear dusty, the dashboard had a lot of dust particles on it. I feel like they should have cleaned the car out fully when they sold the car to me. I had to spend my own money to get the car detailed insided and out, which cost me $100. And on top of them not cleaning out my vehical correctly they never sent me a survey so that I could critique their service.Desired Settlement: I would like to be compensated for the $100 that I spent getting my car cleaned out correctly, after I purchased it carmax.

Business

Response:

January 27, 2014

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated January 3, 2014, wherein you forwarded a complaint from [redacted]. [redacted] requested in her desired settlement reimbursement of $100 for the cost she paid for having her vehicle detailed after purchase.

[redacted] purchased a [redacted] (the “Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about November 29, 2013.

[redacted] mentioned in her complaint that the Vehicle smelled like cigarettes and that the seats and dashboard were dusty. According to CarMax’s history, CarMax was never made aware of this concern until the receipt of this complaint. CarMax would like to offer the following resolution as a gesture of goodwill:

· CarMax will reimburse [redacted] the amount she paid for detailing services providing the fact that [redacted] is able to present a paid receipt for services rendered.

[redacted] will have 30 days from the receipt of this letter to present this invoice to the Service Department of[redacted] or fax in a copy to [redacted].

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced and at this time considers the gesture of goodwill the resolution to this complaint.

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

Sincerely,

Review: I purchased an [redacted] July 18th 2014 since that date and up to todat the car has and still is in the shop. (carmax repair facility) Engine Mounts (both right and left) were broken mind you I had the car for about 3-4 before I realized this and took it back to the shop. Condensation in the headlight. Alignment off. Electrical wiring (lose connection) and stuff flying out of the vent. All these issues were taken care of and resolved. Then the auto side view mirrors (my fault- I didnt know only a selected side went down right or left) 3rd time- I had them check the battery-starter- an alternator because the lights kept dimming out- they replaced the battery... the cd-player hasn't worked- and the 2nd time I took it I told the guy- he said oh its because there isn't a cd in there.(false) it was say er-e1=ERROR. and the steering wheel controls weren't working. I'm being told oh it can take up to a 5-7 business days before the radio comes in but you can come get your car if you like( with a big gaping hole where the cd- changer would be) Which is extremely unprofessional. No one cares at all. No ones offered anything like hey mr. harrison we understand you've been here multiple times for multiple issues ( i've had 4 loaners 2/4 had issues) like nothings been done to MAKE THE CUSTOMER HAPPY. I have a car payment on the [redacted] not any loaner. And this has been the worse time from July 18th to current dealing with carmax. Im sick of the entire situation. Especially the 2nd time I dropped my car and there lot associate drove my car like it was a nascar and disrespected me and I informed [redacted] (sales side) who said they would check the cameras but I doubt anything was done when I sat and watch this guy as well as friends who were with meDesired Settlement: That's something carmax needs to determine. Because customer service is not their strong point at all. Adjust those numbers with the bank that they sold me the car for. Put a gas card in the cup holder- tint the windows, I really dont know. But I do know this has been the worse car buying experience every. Not the sales people or Service advisors. (except the manager whose a lair)

Business

Response:

23 August 2014

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!!!

Review: I CANNOT RESOLVE MY MATTER WITH CARMAX WHEN THEY WILL NOT EVEN COME PICK UP MY VEHICLE WHICH WAS CAUGHT ON FIRE DUE TO THEIR MAINTENANCE ERROR. I HAD A WARRANTY ON THE VEHICLE AND IT COST ABOUT 1800.00 FOR THE REPAIRS.I ALSO BOUGHT MY CAR FROM CARMAX ABOUT TWO YEARS AGO.MIKE I BELIEVE WAS MY SALES REP.THE [redacted] I TALKED TO THE SECOND TIME WAS VERY ARROGANT AND RUDE I CANNOT DEAL WITH HIM.HE MADE ME FEEL AS THOUGH BECAUSE I WAS A WOMEN I DIDNT KNOW WHAT I WAS TALKING ABOUT AND WISH NOT TO HAVE ANYMORE TO DO WITH HIM.Desired Settlement: I took my [redacted] into carmax to have some powersteering work done and some additional repairs.Carmax was only suppose to have my vehicle for about two days they had it for eight days.I got my vehicle back and they assured me everything was fine.Five days later my power steering went out completley on the highway with my two kids in the car and I almost had a accident.I took it back to carmax in [redacted] and they said they would replace the parts that was already suppose to be replaced with

Business

Response:

20 January 2014

Re: [redacted] Complaint #[redacted]

[redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted]ece regarding the Vehicle purchased on 2 May 2012 from Carmax of [redacted], and later serviced at CarMax of[redacted]aryland for power steering concerns. In her complaint, [redacted] alleges that a mistake made by a CarMax technician during that repair led to the Vehicle catching fire.

As the complaint and desired settlement are unclear, I contacted [redacted] on 31 December, 2013, to discuss the issue. [redacted] indicated in that conversation that the Vehicle was deemed a total loss and that her auto insurance carrier had declined to participate in the claim. [redacted] offered to forward a copy of the insurance investigator’s findings for review by CarMax. At the present time, CarMax has yet to receive this document. I have personally attempted to reach [redacted] but have been unable to do so at the number provided.

Please reiterate CarMax’s invitation to [redacted] to review her insurance company’s findings regarding the cause of the vehicle fire. She is welcome to fax her documentation to me directly at [redacted].

Sincerely,

Carmax Customer Relations

cc: Paul Keller, Location General Manager, CarMax of Laurel, Maryland

Review: On 02/01/15 my wife and I went to Carmax to look at a [redacted] we had transferred from Raleigh. I had to return to work so I left my wife there with the sales associate [redacted] to drive a few more vehicles before making a final decision.

I track both our finances and credit score monthly and knowing my wife's credit I was confident she would get a great rate. During one of the test drives I told Justin she was pre-approved for 2.49% loan and asked what was the best rate Carmax was offering. He proceeded to say a gentleman got a 1.95% just one day prior so I was confident the financial portion would go smoothly.

I left my wife at the store and returned to work as I had meetings the rest of the afternoon. My wife first text me saying they had 11.99% rate for her, which I promptly replied that in today's economy that was awful and alarming considering her credit scores were all above 750. Eventually she sent me another txt saying they ran my credit and put me as a co-borrower and the loan rate dropped to 5.95% which I felt was still too high considering our credit scores and stable financial situation.

The troubling portion of this all is the fact I never gave permission by phone or in person to be put on the loan. At this point it was well passed 3 pm and according to my wife each time she tried to order delivery food the sales associate would interrupt her and say she needed to come quick to resolve an issue. Be mindful this was my wife's first time buying a vehicle and to top it all a new associate in training was doing her paperwork. Eventually my wife was told one of the credit bureaus had a lock in it reason why they couldn't verify her credit. She was then told that hurt her credit score hence why the best she could qualify for was 5.95%.

The car was purchased on a Friday and unfortunately by the time I had the opportunity to read all in detail we missed the 3 business day window to refinance, and the 5 days return policy.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? No[redacted]Desired Settlement: There were some unethical behaviors present that day and at least pulling my credit was illegal. This caused me to get involved, and I spent at least 4 hours on the phone between Carmax store and Carmax financial, and eventually [redacted] Auto who had my wife pre-approved for 2.49%. we are currently working with them to have the car refinanced at 2.29% after including me as a co-borrower.

I have received plenty of apologies but no real willingness to help or resolve the matter as they all said "my hands are tight".

I believe Carmax owes me the $536.55 that I am having to spend to have the car re-financed. This includes a $249 admin fee, a $130 license and tag fee and the interest on 25 days. I also believe Carmax needs to make a request to the credit bureaus to have the hard checks they ran removed as they are hurting my credit score. Be mindful the financial portion of this does not cover my time dealing with the mess created, and the aggravation caused.

Business

Response:

March 9,

2012

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

you for sharing [redacted]’s complaint with us and providing us the

opportunity to respond. Mr. [redacted]

is alleging that we obtained his credit report without his authorization. Our records reflect otherwise. The relevant facts are as follows:

·

Mr.

and Mrs. [redacted] visited our Huntersville, North Carolina location on

January 30, 2015 to purchase a vehicle.

Our records reflect that Mr. [redacted] test drove a [redacted] and a [redacted]. After

selection of the [redacted], Mr. [redacted] indicated that he had to leave

and that Mrs. [redacted] would complete the transaction.

·

Mrs.

[redacted] submitted a credit application individually for the purchase of the

[redacted]. This application received

a finance offer of 11.95% for 72 months.

·

In

an attempt to get a better rate, Mrs. [redacted] submitted a joint credit

application with Mr. [redacted] as the co-applicant. Contrary to the allegation in the complaint,

the sales consultant obtained Mr. [redacted]’s consent over the phone before

obtaining his credit report. This

application received a finance offer of 6.34% for 72 months. It was uncovered at this time that Mrs.

[redacted] had placed a security freeze on her Equifax credit report, which may

have impacted the rate she received on the initial application.

·

Mrs.

[redacted] submitted 2 other credit applications individually. One with a $500.00 downpayment and the other

without a downpayment. Both applications

received a finance offer of 5.95% for 60 months. Ms. [redacted] accepted the latter offer,

which did not require a downpayment and then she executed the necessary

paperwork to purchase the [redacted].

·

On

February 4, 2015 (subsequent to the purchase) Mr. [redacted] emailed the sales

consultant to express his dissatisfaction with the rate Mrs. [redacted]

received. Mr. [redacted] even suggested

that we should have included him on the final credit application because that

may have lowered the rate Mrs. [redacted] ultimately received. Finally, Mr. [redacted] indicated that he had

received a better finance offer from another financial institution and inquired

if we could match the rate if he was included on the transaction.

Based

on the above facts, we had permissible purpose under law to obtain Mr. [redacted]’s

credit report. Accordingly, we cannot

provide Mr. [redacted] with the relief that he seeks. Nonetheless, in the interest of customer

service, we will happy to make an exception to our 3-day pay-off policy, which

allows customers to refinance their obligation without any penalty or finance

charge. I can be reached at 770-792-4750, extension 8504 if

either Mr. [redacted] or Mrs. [redacted] would like to take advantage of this

offer.

Thank

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

opportunity to provide this explanation. If you need any additional

information, please do not hesitate to contact me at the number provided.

Sincerely,

Legal Assistant

CarMax

CC: [redacted]

Consumer

Response:

I spoke with [redacted] over the phone and pointed out that some information she acquired were incorrect or partially correct. Most notably the fact we were pre-approved by [redacted] Auto prior to purchasing the [redacted]. I made that abundantly clear to the sales associate by sharing with him that we were pre-approved for a 2.49% loan and if Carmax could not match or beat it that we would pursue [redacted] instead. I also mentioned to him [redacted] is just a service, middle man, out of California and checks can take up to 10 business days to be issued and proceeded to ask about the 3 day refinance rule.

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

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

Consumer

Response:

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear Mrs. [redacted],

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

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

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

[redacted], North Carolina.

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

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

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

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

CarMax regrets that Mrs. [redacted] is not happy with her appraisal offer. CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.

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

Sincerely,

Analyst, Customer Relations

Review: I recently financed a used car from CarMax five months ago. I recently took it to [redacted] dealership due to a strange noise I was hearing from the engine. I am still under warranty. [redacted] informs me that the engine needs replace due to lack of maintinance from previous owner. Due to that issue of the previous owner, [redacted] only is going to cover half of the repair cost. I contacted CarMax regarding the issue and they feel because I did not purchase the extended warranty they are not responsible. I've recently just had an oil change. I feel that CarMax did not check the car properly as I was told and should be held responsible in some way.Desired Settlement: DesiredSettlementID: Replacement

I feel CarMax should be held responsible for the cost of the repair.

Business

Response:

February 23, 2015

Review: I bought the car a year and a half ago and it's had problem after problem since day one! The transmission has had to be replaced three times already! The check engine light has been on and needed to be fixed six times already! The brake booster has had to be fixed twice already! There were two more times when the vehicle would not turn on after pumping gas! The a.c. has been fixed two times already! The traction sensor has been fixed two times! The axles have been worked on once! The power outlets have been fixed twice! There problems are extremely and have caused me undo hardship! Each time the vehicle breaks down, I am without it for at least a month! Then I receive small sedan sized loaner vehicles when I am covered for SUV sized rentals/loaners! Carmax has had the vehicle more than I have! I am paying almost $500 a month for a car that I never have and that is unreliable! It is causing an inconvenience for myself at my job on the number and frequency that I've had to bring the car in to get fixed! It has caused me extreme mental fatigue and I want my money back! I have been through enough stress with the vehicle and I will not lose my job over it! I want a reliable vehicle and I want my money back and I want nothing else to do with Carmax!!![redacted]

[redacted]Desired Settlement: I want all the money back that I have put into paying that unreliable Enclave!!!!!

Business

Response:

June 30, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

[redacted] (“the Vehicle”)

Dear Mrs. [redacted],

Thank

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

her purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on September

28th, 2013.

In her complaint, Ms. [redacted] referenced service concerns with the Vehicle and requested a refund of all the

money she invested since her purchase.

CarMax addressed service

concerns on the Vehicle during multiple occasions since Ms. [redacted] purchase. All

of these concerns were covered under her extended service plan purchased at the

time of sale. In an effort of customer service, CarMax covered Ms. Lurcero’s $250.00

deductible on four different occasions. Ms. [redacted] received alternate

transportation while the Vehicle was in for service each time.

CarMax will continue to

address any service concerns that Ms. [redacted] may have with the Vehicle. In the

event that Ms. [redacted] would like to sell the Vehicle, CarMax would be happy to

offer an appraisal.

If

Ms. [redacted] has any further questions on the Vehicle or her service concerns,

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

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

Regards,

[redacted] I have finally figured out how to send all the documents as one file. I am sending them to you as a link located at the bottom of this email. The documents I have attached in this email are all related to the services that I have had to get since buying the [redacted] a year and a half ago. As you can see it has been a lot and has occurred frequently. I am refusing Carmax's "offer" because honestly no deal, offer or compromise has ever been given to me at all at any time. I am paying for an unreliable vehicle that was supposedly inspected by Carmax and listed as a certified, reliable vehicle, by Carmax, and the vehicle has had problems since I first bought it. I have the max care coverage from Carmax but it is unfair to have to bring the vehicle in at least once a month, sometimes twice a month to have the same problems, and new problems, fixed. That is not a reliable vehicle. Once the vehicle is in being serviced, it stays in the service department for two weeks to a month each time. I have one vehicle and I, along with my family, rely on the one vehicle. Once the vehicle is being serviced, I am given a small sedan sized loaner vehicle when I am covered for a large SUV. I have many kids that rely on the vehicle that I am paying for because of its size. As far as the $250 deductible that Carmax mentions waiving for me as a sign of good customer service, it was explained to me that if a problem happens more than once on that vehicle then I don't need to pay a deductible. I was also explained that if I ever were to pay a deductible it would be a $250 deductible if the vehicle was serviced at Carmax, and a $300 deductible if the vehicle was serviced elsewhere. As you can see in the documents I have provided, the same problems, in addition to new problems, have occurred on the vehicle sometimes more than twice. Therefore, the $250 deductible was never charged because the problems were the same problems over and over. I am going through too much emotional and mental stress and fear of losing my job because of this unreliable vehicle. I am paying close to $500 a month for a vehicle that was inspected by Carmax and listed as a certified vehicle. It seems like all CarMax relies on is the good insurance that their customers have because without good insurance the problems that occur with the vehicles have to be paid out of pocket. The vehicle is only serviced because I have good insurance and the max care. I would like to come to some type of agreement on giving me money back for purchasing a vehicle that was falsely advertised. In the following paragraphs, I will be listing the problems with the vehicle, how many times those problems occurred and the loaner vehicles that were given to me by Carmax. [redacted] 1 - 5, (10/10/2013), refer to the first service done on the vehicle. As you can see, on pg 2 and 3, the brake booster had to be replaced (first time but not the last). No charge because it was within the first 30 days. Pg 4 refers to the back A.C. system having to be replaced (first time but not the last). [redacted] 7 refers to the loaner vehicle that was given to me while my vehicle was being serviced (notice it is a small sized sedan, Hyundai Sonata.) Given to me as the loaner vehicle when I have many kids relying on a larger SUV sized vehicle. [redacted] 8 -12, (10/16/2013), refer to the second time I had to bring my vehicle in for service, which was only 6 days after the first time I brought it in, and only 1 day after getting it back from the first service. As you can see on [redacted] 10, the A.C. had to be replaced again (second time) and it was sent to the dealer to be replaced. [redacted] 10 also refers to the check engine light being on (first time but not the last). [redacted] 10 also refers to the stabilitrac sensor having to be sent to the dealer to be serviced (first time but not the last). [redacted] 8 refers to the loaner vehicle given to me while my vehicle was being serviced for the second time. The loaner this time was an SUV but still not a large sized SUV. I guess Carmax was thinking that would suffice, even though the vehicle I'm paying for, the [redacted], is much bigger. I'm paying for a large SUV and should be given the same amount of space. [redacted] 16, 18 and 19, (10/23/2013 and 10/24/2013), refer to the stabilitrac sensor and check engine light being on and needing service (second time for the stabilitrac sensor and for the check engine light). [redacted] 18 refers to the loaner vehicle. I was given the same loaner vehicle while these repairs were being done on the vehicle. I was not given anything bigger even though I am paying for a large SUV. [redacted] 20 (10/24/2013), refers to the brake booster having another issue (second time) and a brake light switch being inoperable (only occurrence). [redacted] 24 and 25, (2/23/2015), refer to the check engine light being on again (third time), the rear door having an issue with the automatic button located on the inside of the rear door (first time), the power outlets not functioning (first time but not the last), vehicle shifting hard into drive due to transmission (second time) and vehicle still shutting off after pumping gas (second time). As you can see on [redacted] 25, I was given a small SUV, Rav 4, as my loaner vehicle. Which was still not enough space for me. [redacted] 26 and 27, (3/5/2014), refer to the car shaking when put into drive and reverse. Because of this issue, CarMax had me take the vehicle to the [redacted] where the issue ended up being the transmission (third time). [redacted] 28 - 35, (2/13/2015), refer to the evaporative emission canister needing to be replaced (which was related to the car not starting after putting gas, which was the third time this problem occurred). These [redacted] also relate to the front axles needing to be replaced (first occurrence). Also, the outlets needed to be fixed (second time). Also, the motor mounds needed to be replaced. This issue actually ended up being related to the transmission because the vehicle was still giving a hard hit when put into drive even after the motor mounds were replaced. As you can see on [redacted] 35, CarMax gave me a Toyota Camry as my loaner vehicle. Another small four door sedan. [redacted] 39 - 42, (3/2/2015), refer to the transmission mount needing to be replaced. This is the problem before that Carmax thought by replacing the motor mound that it would be fixed. The rear hatch switch also needed to be replaced (second time). The A.C. needed to be fixed again (third time) because on a test drive, one of the technicians noticed it was blowing hot air. It was the A.C. compressor that needed to be replaced and the system needed to be recharged. On [redacted] 42, it states that a code was found when scanning the system. This code was an evap purge solenoid failure and needed to be replaced. This was causing the vehicle to not start after pumping gas (fourth time). [redacted] 43 - 46 (6/8/2015) refer to the check engine light being on again and an O2 sensor needing to be replaced. The O2 sensor has something to do with the transmission and so, on this occasion, the transmission was replaced yet again, for the fourth time. As you can see, this vehicle has had many problems and continues to have many problems. Some of the problems even occurred while the vehicle was in the service department getting repaired. It is problem after problem with this vehicle, making it very unreliable, and I should not have to deal with an unreliable vehicle. Carmax guarantees certified vehicles and Carmax sold me an unreliable vehicle. I want money back for having to pay for this unreliable vehicle. Carmax has done nothing to help me out in any kind of way. The only reason they service the vehicle is because I have the max care plan and good insurance. Carmax has not gone above and beyond to satisfy me. I will never return to Carmax to purchase any vehicles from them. Their customer service is horrible. I have even gone as far as speaking with the manager of the store and a sales manager and I got no kind of help, assistance, solution, or customer service. This vehicle is causing me too much stress and I want my money back. I hope there can be some kind of compromise on giving me money back for having been sold a falsely advertised vehicle from Carmax. Sincerely, [redacted]

Business

Response:

August 10, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

[redacted] (“the Vehicle”)

Dear Mrs. [redacted],

Thank

you for forwarding the additional complaint received in your office from Ms. [redacted] regarding her purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on

September 28th, 2013.

In her reply, Ms. [redacted] reiterated her service concerns with the Vehicle. Ms. [redacted] again requested a refund

of all the money she invested since her purchase of the Vehicle.

As was previously stated,

the extended service plan that Ms. [redacted] purchased covered each of her. In an

effort of customer service, CarMax repeatedly paid Ms. [redacted] $250.00 deductible.

Ms. [redacted] received alternate transportation while having her concerns

addressed on each occasion.

CarMax will gladly

address any further service concerns that Ms. [redacted] may have with the Vehicle.

In the event that Ms. [redacted] would like to sell the Vehicle, CarMax would be

happy to offer an appraisal. CarMax will not be authorizing a return or

exchange of the Vehicle as she is outside of any return period that CarMax

offers.

If

Ms. [redacted] has any further questions on the Vehicle or her service concerns,

she may contact me directly at [redacted], ext. [redacted].

Thank

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

Sincerely,

Consumer

Response:

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

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

Regards,

Review: On June 27th my finace's car broke down on the side of the expressway with my 2 children. I knew that we needed a new car so that my family could be safe, so Saturday June 28th My fiance and I went to Carmax to take a look at a few car's in our price range we found a [redacted] my fiance fell in love with it right away. [redacted] are known for lasting a long time I thought this is great lets get it! We did end up purchasing the car that same day, by June 29th my finace gives me a call telling me the "check engine" light just turned on. This is day 3 of having the car. I told her to go to [redacted] first have them read the codes so we know exactly what it is before taking it back into Carmax. There was 3 codes first code was heated oxygen sensor, second engine immobilizer system malfunction, third camshaft position senor. I called Monday June 30th told Carmax what was going on they told me to bring it in we will fix it right up for you. They did not give me any issues and had the car for about a week. All I could think about is how it has only been 3 days and check engine light is coming on this is ridiculous. So we pick up the car on Saturday July 5th it was Fourth of July weekend my fiance did not need to drive the car until Monday for work. That is when she calls me AGAIN saying now the car is driving kinda of funny feels like when you pick up speed it jumps. So I gave Carmax another call Tuesday July 8th explained what was happening they told me to bring in the car Friday July 11th and we can do a test drive with the manager so he could get a better feeling of what is going on. SO my fiance brought in the car that Friday drove with the manager and he did indeed feel the "jump" he explained he knows what the problem is and they can fix it for us. no charge of course. Today is Thursday July 17th I called Carmax and just briefly explained the situation to someone there telling them we don't feel like we got a good deal on the car, we have not even had the car for consecutive 7 days we would like to get out of this car and possibly look for another. When we spoke to the woman she said she would check with the manager that took test drive and read notes and would get back to us. She gave me a call left a message stating that in the notes they stated car is running fine and the so called "problem" that it is not consistent. They put 30 miles on car and did not show any signs of issue that was shown before.Desired Settlement: We have had nothing but issues with this car starting on 3rd day of owning it, and would like to just get out of the car completely it has not even been a month owning. I would like to get a different DEPENDABLE car because of course I do still need a car for my fiance to get to and from work and daycare with my children.

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 he purchased on or about

June 28, 2014. In this complaint, [redacted] is requesting another vehicle.

As stated in his complaint, [redacted] contacted CarMax in regard to several repair concerns that were present. CarMax was able to repair the Vehicle and return it to [redacted]. After getting the Vehicle back, [redacted] contacted CarMax in regard to other concerns with the Vehicle.

As stated in his complaint, [redacted] expressed his concerns with the Vehicle and asked that he be allowed to exchange the Vehicle.

Due to the fact that there were issues with [redacted] Vehicle within the first 5 days after purchasing it, [redacted] was able to take advantage of the CarMax 5 Day Money Back Guarantee Policy. On or about July 26, 2104, [redacted] returned his Vehicle and purchased another vehicle.

CarMax regrets that [redacted] had difficulties with his Vehicle. CarMax appreciates the opportunity to respond to this complaint.

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

Sincerely,

Analyst ,Customer Relations

Review: On June 22, 2013, I bought a [redacted], [redacted] which was warranty for 30 days parts and labor, and returnable within the first five days of purchase, if any problems were to be found and within that period of time. When I talked to [redacted] the sales person who sold me the [redacted] he explained to me that if the problems reported on the first day continued after repairs since I reported the problems within the five first days of purchase I could returned the vehicle because I had reported them as required by law on the first day. On the same first day of purchase I found a few different problems that needed to be addressed and fix, so I personally told and informed the sales person at the time named “[redacted]” that the [redacted] was having problems with 1)steering; 2) sliding doors; 3) check engine light; 4) noise on the suspension; 5) bad millage; 6) windshield washer reservoir; 7) center counsel; 8) instrument panel light; 9) electrical problem with doors getting jam or stock; lights and cig-lighter plug; 10) wipers; 11) Battery getting low and not starting some times and with the Air Conditioning, all these issues were supposed to be fix at the first time on July12, 2013, when I took the vehicle for repairs. Some of these issues were taken care of like windshield wipers; cig-lighter; and the check engine light which regarded to a bad canister. Living all other issues bad. On pick up day they returned the vehicle full of scratches, I made a complaint with the manager but refused to address the issued arguing that they were not responsible for those damages, to come back and talk to another manager. On August 15, 2013, I went back to CarMax to complain that the vehicle was still having the same problems such as: Scratches; left door still jamming or getting stock; bad battery; van pulling to the right; center cup holder loose; windshield washer reservoir; tires; Air filter and cabin filter. But they only fix some issues like, tires; windshield wiper; air filter; cup holder; winshield washer reservoir; and that was nit. They said that the door was fine and battery was good, so they didn’t want to fix anything else. On the pickup day I came to realize that lots of the issues again were not repair so went ahead to complain to corporate and they told me that they would handle it, but again the lady who didn’t want to help me she call me and said to bring it again to the dealership, so when I took the van to the dealership she said that she would not fix the pain and that all other issues were look at and that there was nothing wrong with the van. Until this day I am having problem with the van the doors don’t open or close as safety requires, the battery is bad and had to replace with a used since don’t have money for new one. It keeps pulling to the right and the gas millage is not what I was told it was. These problems were not fix on either one of the times I took it for repairs I believe I got a lemon for a van, I want to return the vehicle and get full refund of down payment and of all the payments I have made since then, plus a reimbursement for the days expended taking it to the dealership.Desired Settlement: I want the dealership to returned the vehicle and full refund of down payment and car payment including car insurance payment, and indignation for all the time wasted during times that I took the vehicle to CarMax.

Business

Response:

December 12, 2013

Via Electronic Mail

Revdex.com

Re: [redacted]

Dear [redacted]:

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

On June 22, 2013 [redacted] purchased a[redacted], VIN[redacted] (the “Vehicle”) from CarMax in [redacted]. [redacted] stated in his desired settlement he wanted CarMax to return the vehicle at full refund, insurance included and for time wasted with the vehicle.

Many issues were addressed when first purchased. Instrument cluster light bulb was out, charger outlet housing was loose, door not working at times, check engine light was on evaporation canister and windshield washer not working. Customer states door is still not working.

CarMax has offered to [redacted] to bring the vehicle in for repair. CarMax would also gladly appraise the vehicle for [redacted]. CarMax dose decline to refund the vehicle.

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

Sincerely,

Review: I purchased a [redacted] in 2013. Carmax sold me the vehicle; however they sold it to me with a ridiculously high interest rate that was set at 20.61%. I recently went to refinance my vehicle an d found that Carnax has been charging me 33% interest rate. That is unfair and I was unaware of the magnitude of what they were charging me. 84% of my payments go directly to my interest rate alone. This apparently isn't just happening to me, others have had similar complaints of how this business lies and steals money from its customers.Desired Settlement: I want a complete refund of all the money this business has been overcharging me and would like to refinance my vehicle with another company. I want to break all ties with this business completely and do business somewhere else. I would like for them to recalculate what my interest rate should've have been since the day I purchased my vehicle and reimburse me for the over charges.

Business

Response:

August 4,

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 an opportunity

to respond. Ms. [redacted] is displeased

with the APR in her retail installment contract (“Contract”) and contends that,

in connection with her servicing, she is being charged a higher APR than the

APR contained in her Contract.

On

April 14, 2014, Ms. [redacted] entered into a Contract with CarMax Auto

Superstores (“CarMax”) to finance the purchase of a [redacted] Consumer USA d/b/a Drive

(“[redacted]”) immediately took assignment of the Contract and became its

servicer.

[redacted],

not CarMax, is the party that evaluated Ms. [redacted] creditworthiness and

determined that an APR of 20.61% was appropriate. Ms. [redacted] accepted this APR and entered

into the Contract, on which the APR was clearly disclosed. (A copy of the Contract is attached

hereto.)

is the servicer of the Contract and we therefore lack information on whether

[redacted] is charging Ms. [redacted] an APR in excess of 20.61%. We recommend that Ms. [redacted] contact

[redacted] directly regarding her concerns.

Thank

you for bringing this matter to our attention.

If you have any questions or concerns, please feel free to contact me at [redacted]

Sincerely,

Paralegal

CarMax

Enclosures

Review: Hello I purchased a [redacted] on March 24,2014. I begin to have problems in September of 2014. On September 12, 2014 I took my car in due to an oil leak. Thankfully I had an extended warranty because the gasket valves had to be replaced. After replacing those parts I had to take my car back within two weeks to find out a part in the transmission had to be replaced, and part in the steering wheel. I got my car back only to take it back a week later to get a used motor, sensors, radiator,ignition coils, power steering pump, and more gasket valves. I had to pay a $50 deductible each time I took my car plus put gas in the loaner car, pay my insurance and continue to pay my car note. I tried trading it in a carmax would only give me 5,000 for the [redacted] I have and the bank required a $8,000 down payment for another vehicle. I explained to them that I shouldn' t have to have to pay a down payment because they sold me a lemon. They said there is nothing they could do about this matter. Since September I have only had my car 3 times. This is unfair treatment to the customer replacing that many parts within 6 months is outrageous. It is a older car however Carmax is known to sell relaiable cars and this car is not reliable at all. I have been very patient with them however something must be done. I have the invoices showing all of the parts that were replaced. Carmax sold me a lemon and they know it. Each time they car was taken in for service it was always something different. I hadn't had the car a year and almost all of the parts have been replaced. That is not good business at all. If I did not purchase an exteneded warranty I would have been out of more money.Location: [redacted], TNMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I want a newer model of the [redacted] with no money down and a reasonable note.

Business

Response:

February 24, 2015

Review: I purchased a 6 years/100,000 miles extended warranty for a [redacted], I purchased from CarMax at the White March Maryland location. When I purchase the car I was strongly encouraged to purchase an extended warranty for the 62,643 miles car, with the indication that that 6 years/100,000 miles would cover the car until 162,643 miles/December 2016. I took my car to CarMax to get it fix after my car developed transmission problem and they stated that it is 100,000 miles odometer reading which wasn’t explained as such at the time of sale. I drove 150 mile each work day when I purchased the car in December 2010, I would never have purchased an extended warranty that would expired in less than 2 years. The 6 years is calculated from the date of purchase and so was my understanding of the miles, that it was 100,000 miles from date of purchase.Desired Settlement: I will like them to fix my car since it is still covered under the extended warranty as I was told at the time of purchase

Business

Response:

Review: Carmax sold me a car that had been in an accident prior to when I purchased it and did not disclose it to me. In fact we asked if it was in an accident and they said no. The accident occurred May 5 of 2013- I bought the car in November of 2013. A police report (# [redacted]) was filed on the day of the accident. The accident was reported on 8/3/2013 (noted in [redacted].) According to [redacted] (they repaired the initial accident) the following repairs were done: trim, panel, fender, wheels, alignment, bumper, grate, radiator, grill among others. The car had gone off the road. The car was in a body shop for 2.5 weeks and was then taken to auction on 9/26/13. Carmax said they did not know it was in an accident because it had not been filed by [redacted].

I bought the car in November. In March of this year, I filed a claim with my car insurance company because the steering was not working well, it needed new wheels, a steering column, plus I heard a "clunking" noise. The bill was $3410.41. I picked up the car and returned it the same day because the “cluncking” noise continued. Upon further inspection by [redacted] of Sterling VA and my insurance company it was determined by [redacted] that the car had been in a previous accident. Carmax is saying that because I filed a claim in March, they are not liable. Further, they feel there is nothing wrong with the car even though my insurance company ([redacted]) feel another $2,913.68 of repairs are needed. I have the estimates from the original work done in March of this year from [redacted]. I also have pictures and an estimate for the additional work that needs to be completed from my insurance company that is a result from the original accident (March of last year.) They will not cover the bill because it occurred before I bought the car. I tried to talk to Carmax numerous times both over the phone and in person about this issue, I took the car to them to look at etc. They insist nothing is wrong. If you drive the car, it is easy to hear the continued "clunking."

I now have a car that does not drive properly and needs 2913.68 worth of repair. It also has a diminished value due to the prior accident. I am current with my payments through Carmax finance.Desired Settlement: I want a car that that is similar to the value and condition of what I thought I bought. I bought the car with 5747 miles on it. I understood it had not been in an accident. I want all the payments I have made so far to go toward the financing of the replacement car. I want to be reimbursed for my deductible of 500.00 as well.

Purchase price- 19,402.91+500 (deductible)+2617.68 (payments to date)= 22,520.59

Business

Response:

June 23, 2014

Review: I have been victimized by fraud, deception, or unfair methods. I believe this vehicle is a lemon. Ever since I purchased the vehicle I have been having problems with the vehicle stalling. I don’t trust driving this vehicle. It’s not reliable. I have had the vehicle jump five times since I purchased the car in June 5, 2014. It’s too soon to be going through all of these changes. For the second time it’s in the Infinity in [redacted], IL for stalling and not starting. I’m very disappointed with my purchase of this vehicle. Then I will be stuck with an unreliable car after the warranty expires; that is pure robbery to me as a customer. Today I found out that Carmax lied to me about the [redacted]. Infiniti sale person told me that this vehicle was involved in an accident. ( which I now have a copy of )When Carmax pulled the [redacted] up on their computer it showed no accident. So, I wanted to buy the car. If I would have known that this car was involved in an accident I wouldn’t have purchase this vehicle. Carmax overprice this car and the vehicle is negative in equity. I can t even trade the vehicle in to get a reliable car. I would be in there by 4000.00. [redacted] Vin# [redacted]Desired Settlement: I want them to take this car back and give me my 2000.00 I put down other infinity dealership estimate this car is worth only 2100.00.

Business

Response:

11/26/2014

Review: I purchased my [redacted] from Carmax in early October of this year. The car looked clean from everything I could tell. Plus Carmax touts it’s 100+ point inspection on all cars sold. So I felt good about buying the car. After driving it for approximately 2 weeks I noticed it had a slight pull to the right. The pull was gradual and more pronounced at highway speeds, hence why it wasn’t noticeable on my very short test drive. I have an extremely busy schedule and just happen to work next to a mechanics shop so it was convenient to take it there as opposed to Carmax to get an alignment. I knew I was eating the cost of an alignment but I could live with that. The results of the alignment showed that the toe was in fact out. So Carmax sold a car that was clearly out of align and overlooked this during this “inspection”.

After driving the car for a couple days it became apparent that the pull was still there. Having previously worked in the tire industry for 6yrs and wrenching on cars for 10+ yrs I figured I would check the tires out before I took it back to get the alignment rechecked. As soon as I pulled the front tires off it was clear that they are wearing abnormally on the insides. The type of wear they are exhibiting is exactly what would be expected of a car that has been driven for some time with alignment issues, most notably toe, the very thing that was out when I had the alignment checked. So as a test, I swapped the front tires left to right to see if it affected how the car drove. Sure enough the pull went from a gradual right pull, to a very noticeable, borderline dangerous, pull to the left. Upon further inspection I could see the rear tires were beginning to wear in the same exact manner. For my own safety I swapped the tires back to the original position, as it was when I purchased the car. At this point I contacted the salesman I bought my car from, expressed my concern, and asked what Carmax was willing to do to resolve their mistake / oversight. I was told he would talk to his service manager and would get back to me. Within a couple days I was informed that the manager was not willing to do anything. That was it. I was given an apology by the salesmen and was sent on my way. I expressed my extreme disapproval and after it was apparent there was a real issue with the car and I was not willing to settle I suddenly got a call from the service manager, [redacted] I now explained again what the issue was / the steps I had taken to pin point the issue(s). At first [redacted] was very standoffish about the problem and tried using excuses such as the fact I did not bring the car back within 30 days ( Carmax puts a 30 day warranty on all cars sold ) and usually they don’t do anything for cars sold after that time frame. His reasoning was because they have no way of knowing if I had done something to cause the problem. I told him I would gladly bring the car in to prove that I had done nothing to the car to cause the issue ( hit a curb, damage a tire, etc ). As a matter of fact I had not even put 1500 miles on the car, not nearly enough miles to cause the type of wear the tires are exhibiting. Plus I purchased an extended warranty from Carmax so it’s currently covered by that as well as the factory warranty. So the claim of me not bringing it back during that time frame carries no weight. So after about 10 minutes of going back and forth and me inviting him upwards of 5 times to have me bring the car in, drive it, swap the tires, and drive it again he finally agreed to set up an appointment. Once again I mentioned all he had to do was drive it, swap the tires, and drive it again, and the problem would become very obvious.

A week later I dropped my car off for the appointment. Fast forward 4 hours and I get a call from [redacted] stating that they will not be doing anything to right the wrong. He stated that as the car sits his two technicians did not notice a pull. I asked if he swapped the tires left to right like I had requested multiple times. He in fact did not do as such. His reasoning, because it’s not pulling as it sits. Two problems with that. One, it is in fact pulling as it sits. I told him its gradual. A quick drive on the freeway would prove as much. Two, the tires were not swapped as requested. If they were then the pull would be very very noticeable. Just as I had mentioned many times previously. I stated this fact and told him I would not be in for another 1.5hrs to get my car so I invited him to go ahead and swap the tires and drive it again. Upon pickup of my car I found out that he again decided not to do as such. So basically [redacted] is purposely avoiding swapping the tires around because at that point the problem would become noticeable enough that he would have no choice but to address it.

I was also told the tires are within spec. As I stated I worked in the tire industry for 6yrs. In spec just means they put a tread depth gauge in the MIDDLE of the tire, it has enough 32nds left to be ok, and the edges aren’t completely bald. I expressed my issue with this to [redacted] as being in or out of spec is not the issue. The tires have plenty of tread life left. I never complained about that. The issue is the abnormal wear on the insides that is affecting the handling the car, and if you can swap tires around and it adversely affects the driving manner of the car then the tires are not safe and need to be replaced.

So basically it boils down to this. I sold Carmax a car with tires in new condition, no abnormal wear, and an alignment that was straight and within factory specs. In return I purchased a car for 25k and received a car with an alignment out of factory specs, enough to cause tire wear issues, and to no surprise, 4 tires that are wearing abnormally. The issue was made known multiple times to Carmax and [redacted], who for some reason, refuses to do the necessary work to diagnose the problem. They are now denying there is an issue, and refusing to make it right. So I am stuck with a car that has tires that cost almost $300 a piece and I can’t rotate them to keep them wearing evenly because doing so makes the car unsafe to drive. So now I have no choice but to sit back and watch as the tires continue to wear abnormally (as they are already doing so). The car needs 4 new tires, so now I’m looking at another cost upwards of $1k on top of the purchase price of the car… that should of already had good tires on it.

Oddly enough [redacted] did offer to reimburse me for the alignment cost. So basically he is admitting there is an issue but only offering to take care of the cheapest cost. The abnormal tire wear is a clear indicator of a bad alignment, the alignment was in fact out, and now Carmax is acknowledging such by supposedly paying for said alignment. I have not heard anything back from [redacted] after sending proof of payment for the alignment.Desired Settlement: The tires should be replaced, or I should be refunded the purchase price of a set of tires. The tires need rotated severely but as noted I can not do so because it will cause the car to handle in an unsafe manner. So I am faced with replacing all 4, and may have to do so in the very near future as CarMax is clearly not willing to help out.

Business

Response:

December 17, 2014

Review: 05/11/2015

CAR MAX

GARLAND, TX 75041

CAR MAX

[redacted], TX 76054

BETIER BUSINESS BUREAU OF METRO DALLAS:

1601 ELM STREET

STE 3838

DALLAS, TX 75201

TO: THE FOLLOWING DEALERSHIPS

I stop by your dealership once and I never even drove one of your cars never bought one and I fine that

you all run's my credit twice a month and I don't like that, you don't have the right to run an application

for credit check unless I ok it and I don't and I didn't.

I have purchase a car since you all turned me down the first and only time thanks but no thanks.

SINCERELYDesired Settlement: Unspecified

Business

Response:

June 15,

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 Tommy [redacted]’ complaint and providing us the opportunity to

respond. Mr. [redacted] is alleging that we

recently obtained a copy of his credit report without his consent. We disagree and provide our explanation

below.

Our records

reflect that we have received a total of 2 credit applications from Mr. [redacted]

at our Garland, Texas location. The

first credit application was received on April 4, 2014 and the second more

recently on April 6, 2015. For both of

these credit applications, Mr. [redacted] executed a Credit Application Consent

Form (“Consent Form”) agreeing and authorizing that: (a) we could “forward the

application to any financial institution” to evaluate whether the financial

institution will purchase and service any resulting retail installment

contract, and (b) “multiple financial institutions will separately obtain and

review consumer credit reports” on the applicant(s).

With

respect to his most recent credit application, except for [redacted] – who

conditionally approved the credit application - all other financial

institutions declined the credit application.

Mr. [redacted] did not accept [redacted]’s conditional offer. The declines and unaccepted counteroffer

resulted in adverse action notices. The

volume and varied timing of receipt of these adverse action notices seem to be

the root cause of Mr. [redacted]’ allegation.

It appears that Mr. [redacted] mistakenly believes that these notices

indicate additional credit inquiries by us on his credit file. To the contrary, these notices are required

by law and we require that each financial institution provide its own adverse

action notice, the timing of which is left to the financial institution’s

determination.

To be

clear, our records do not reflect that we conducted any additional credit

inquiry regarding Mr. [redacted] subsequent to his April 6th credit

application. This application, as

explained above, was authorized by the Mr. [redacted] and, accordingly, routed to

the financial institutions for evaluation.

If Mr. [redacted] disputes submitting the April 6th credit

application and suspects that he is a victim of identity theft, he should

contact me immediately at the number provided below.

In the

meantime, based on the foregoing facts, we cannot provide Mr. [redacted] with any

relief. We, again, thank you

for bringing this matter to our attention and affording us the opportunity to

provide this explanation. If you have

any questions or concerns, please feel free to contact me at [redacted],

extension [redacted].

Sincerely,

Paralegal

CarMax

Auto Finance

CC:

Tommy [redacted]

Review: I PURCHASED A USED [redacted] AND WAS TOLD BY THE SALEMAN THAT CARMAX DOES NOT SELL WRECKED VEHICLES. I RECENTLY TOOK IT TO THE LOCAL [redacted] DEALER ,[redacted] AND WAS TOLD THAT THE CAR HAD BEEN IN A WRECK. I BROUGHT THE CAR TO [redacted] FOR THEM TO SEE IF THEY COULD WARRANT THE PAINT JOB. PAINT WAS COMMING OF HOOD AND REAR QUARTER PANEL ON PASSENGER SIDE AND THE PANEL WHERE THE REAR BREAK LIGHT ABOVE HATCH HAS TOTALLY COME OFF, PAINT. CARMAX ADVERTISES THEY DO NOT SELL WRECKED CARS ON THEIR WEB SITE AND I WAS TOLD LIKE SAID BY SALESMAN THEY DON'T SELL WRECKED CARS. TODAY I HAD A TIRE GO BAD AND TOOK IT TO DISCOUNT TIRE HERE IN [redacted] AND THE SPARE TIRE LOOKED NEW BUT WAS EVEDENTLY THE TIRE THAT WAS ON THE CAR DURING THE WRECK. IT 'S SIDE WALL IS RUBBED RAW TO THE POINT IT IS UNSAFE TO USE. I WAS ALSO TOLD BY DISCOUNT TIRE SALES PERSON THAT THE ALIGHNMENT IS BAD AND THEY DO NOT DO THAT KIND OF WORK AND SUGGESTED TO GET IT ALIGHNED.

I WROTE CARMAX BACK ON 11/10/2014 AND AS OF TODAY HAVE NOT HEARD A WORD FROM THEM. I REQUESTED THAT THEY PAY FOR A NEW TOTAL PAINT JOB AND NOW I FEEL THEY OWE ME TWO NEW TIRES.

I FEEL THEY ARE FALSE ADVERTISEING.Desired Settlement: I WOULD LIKE CARMAX TO TOTALLY REPAINT MY[redacted] BY A REPUTABLE DEALER SUCH AS [redacted] REPAIR FRONT END ALIGHNMENT AND REPLACE TWO TIRES WITH TWO NEW TIRES. PLUS FIX ANY OTHER HIDDEN PROBLEMS FROM THE WRECK ONCE REPAIR SHOP REPAINTS CAR.

ALSO HAVE THEM CHANGE THEIR WEB SIGHT FROM CLAIMING THEY DON'T SELL WRECKED CARS.

Business

Response:

December 11, 2014

Review: Illegally CarMax sold me a [redacted]. For 2 years it has been in the shop about 80 times. Finally I did my own Car Fax, not theirs, only to find out they sold me a Totaled/ Non-Salvageable vehicle. When I brought the car into the shop again, [redacted] said they will no longer work on the car because they looked up vin and said this car was sold illegally. The warranty company said they will no longer pay for another issue because it is an illegally sold vehicle that should not be on the road. Yet I have major issues again. I am upside down by 6k. No one will work on car and no one will buy the car and CarMax public relations will not respond to emails and CarMax will not give me their general managers name so I can speak with them. The service manager over there has refused anymore work on my vehicle because he is upset that I am upset. [redacted] and [redacted] , service manager, will not listen to my complaints anymore. They do not want to be bothered with the issue any longer. Manager promised to pay all my lease vehicle bills but when bill came of 1100.00 he would not pay it. Car was in the shop 6 months there. They would not work on the vehicle. I have kept the 80 invoices on all work done since purchase of vehicleDesired Settlement: I want all my money back for purchase of vehicle. I want all my money back for all repairs. I want all my money back for all rental vehicles while care was in the shop. I have all receipts. They sold me a car that is illegal to sell me. No one will work on the car now and warranty company will no longer pay for all issues with vehicle anymore.

Business

Response:

May 22, 2015

[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite

300Richmond, Virginia 23236 Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the

“Vehicle”) Dear Ms. [redacted]: Thank you for forwarding the

complaint dated May 5, 2015 regarding the Vehicle purchased from the CarMax

store located in Austin, Texas on or about March 26, 2012. Ms. [redacted] requested in the desired

settlement for CarMax to refund her the amount that she paid for the Vehicle. She also requested that CarMax reimburse her

for any outstanding rental expenses incurred while the Vehicle was in service and

any costs associated with the repair of the Vehicle. Ms. [redacted] mentioned in the complaint that according to the [redacted]

Dealership, her Extended Service Provider, and a CarFax report, CarMax sold her

a totaled and non-salvageable Vehicle. CarMax

reviewed both the CarFax and AutoCheck report (provided to Ms. [redacted] at the

time of sale) and neither indicated that the Vehicle was sold to Ms. [redacted] in a

totaled or non-salvageable condition. CarMax

also verified that Ms. [redacted]’s Extended Service Plan is still active and may

be used until the contract expires. CarMax does not have any record of an invoice totaling

$1,100. However, CarMax’s records

indicate that on several occasions, CarMax either provided Ms. [redacted] a loaner

vehicle at no cost or offered to pay for any rental expenses not covered under

the terms of her Extended Service Plan while the Vehicle was being repaired at

CarMax. It is CarMax’s understanding

that all financial obligations have been met at this time. Based on the above, CarMax is declining Ms. [redacted]’s settlement as

set forth in the complaint. Please contact me at [redacted] extension [redacted] with any

questions you may have. Sincerely,[redacted] Analyst, Customer Relations