CarMax , Inc.

Review: 01/31/14 I authorized CarMax to repair my car. I was advised that a diagnosic fee would be charged - When [redacted] at the Austin Store called to inform me of the outcome of the diagnoses I asked if he would waive the diagnoses charges since the car was being authorized to be faxed at his shop. He stated yes. When I went to pick up the car on 02/01/14, I was informed by [redacted] in the business office it had not and that he was not authorized to do it. He called [redacted] and according to [redacted], there was nothing he could do. I was charged the diagnoses service when I had been promised it would be waived.Desired Settlement: I want to be reimbursed the diagnoses fees as [redacted] promised.

Consumer

Response:

Within two hrs of filing this complain, I received a call from [redacted] at CarMax and was re-funded the [redacted] that I had been over charged for the diagnostic testing - I would like to withdraw my complaint at this time.

Review: I have been to Carmax now 6 times for the same problem. They have had the car in their shop back and forth since September 2013. They claim they do not know what is wrong with it yet it is to the point I do not feel safe driving the car. Every time I get it back from the shop the problem presents itself for me within 2-3 days yet they claim it does not do it for them while they have it for weeks on end. I have a witness who was riding with me last time when it acted up (2 days after getting it back from them for the 5th time). The car will start to shake when I'm stopped and if stopped long enough (especially at red lights) the shaking will get worse until the car is violently shaking. If it does it long enough the engine will die. It has even failed to turn on one night and took literally 15 times of turning the car over for it to allow me to shift gears. At first it would turn on, shake, then shut off. This last time after it started shaking it began to feel like a transmission error. I would press my foot flat to the floor and it would barely move, not even shifting until after hitting 5 RPMs. At this point I feel they have had a reasonable amount of time to fix the problem. I have a warranty through them and they are supposed to stand behind their cars. The store manager himself told me they would look at putting a new engine in the car, but the service manager said they would not since they didn't know what was wrong with it. So I am at a conundrum.Desired Settlement: At this point they have had the car a reasonable amount of time to fix it. I want to sell the car but am unable to do so because they never fix the problem. Therefore I am stuck paying on a car I cannot even drive most of the time and do not feel safe driving as their claims to have fixed it have done nothing. I would like for them to buy the car back at what I owe on the loan. I asked them this previously and was told they would give me $2500 short of what I owe. I feel as if I have been more than reasonable at this point. I will also assure them I will never purchase from Carmax again so they do not have to deal with me anymore.

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

December 30, 2011 from the CarMax store located in Knoxville, Tennessee. In this complaint

[redacted] is requesting that CarMax purchase the Vehicle from her for the amount that is owed on her loan.

As stated in her letter, [redacted] Vehicle has had intermittent issues that neither Carmax nor two other [redacted] have been able to fix. CarMax regrets the problems that [redacted] has experienced with her Vehicle. CarMax extended an offer to purchase [redacted] Vehicle from her and she has accepted the offer.

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

Sincerely,

Analyst, Executive Response Team

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I 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: 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 live in NY, my daughter is in FL. Her Ford Explorer was under warranty and she was having trouble with her car. She was told to bring the car in to diagnose the problem. Ford needed to keep the car for one week. She was told to rent a car at [redacted] in [redacted], FL. While there, an agent told her they needed a credit card in case of an accident or damage to the car. She did not have a card, I gave her mine. She was told that nothing would be charged, it was only a precautionary measure. On 2/28/13 my credit card was charged $439.70. I have made more calls than I can count to CarMax. I was told that the Warranty Dept. is in charge of reimbursement. I was finally told that the charge would be reimbursed, but as of today (7/2/13)nothing has been done. It has been 5 months, my credit card has the amount in dispute, but they will not be overlooking the interest accrued much longer. I am totally frustrated by CarMax's complete lack of communication and swift resolution in this matter. I am sure that I am not the only person who is being dealt with in this manner. I am asking for your intervention, as I am completely frustrated by my dealings with CarMax. I also believe that the way they conduct business should be looked into.Desired Settlement: I have been told that since this matter has taken so long, the $439.70 cannot be put back on my card, that I would be sent a check for the amount. Can you please expedite this matter for me as my credit card company is also sick of hearing that the matter has not yet been resolved. Many thanks for your help in rectifying this frustrating issue.

Business

Response:

July 23, 2013

VIA ELECTRONIC MAIL

[redacted], Operations Supervisor

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: Complaint ID [redacted]

**. [redacted]

Dear Mrs. [redacted]:

I am in receipt of the complaint that was filed by **. [redacted], on July 2, 2013 regarding her daughter’s Ford Explorer and a credit card charge for $439.70.

CarMax does not have a purchase on record for **. [redacted]. **. [redacted] details in the complaint that the reimbursement is being processed by an Extended Service Plan and that the vehicle is in her daughter’s name. She may call our Customer Relations Department at [redacted] for further assistance. We will respond accordingly.

CarMax appreciates the opportunity to respond to this complaint. However, CarMax does not have enough information to assist **. [redacted] with the complaint. CarMax will need the name of **. [redacted]’s daughter to partner her with the appropriate Extended Service Plan provider.

Sincerely,

Analyst, Customer Relations

Review: My vehicle is in [redacted] of [redacted], MN being repaired because of a faulty oil change performed by Carmax. The engine has to be replaced because of this error by Carmax. I've tried repeatedly to get Carmax to either inspect the vehicle for themselves or accept [redacted] Service Manager, [redacted] ([redacted]) analysis. Instead Carmax has NOT done anything more then ignore my request for information, inspect the car for themselves or offer any other reasonable explanation. The engine is to be replaced by the 26th of July 2013. [redacted] will then ship the 'blown' engine back to Germany. I was told by Carmax representatives on several occasions that in lieu of no Carmax service center that [redacted] would be an acceptable vendor. No Carmax exists yet in Minnesota at this time. The cost to replace the engine is about $20,000.00 and is in my opinion Carmax's responsibility to pay for. Again, Carmax states that a oil change was done on the vehicle claiming a receipt proves it, but the oil in the crankcase was not new oil and caused the engine to fail. A simple inspection of the engine proves their fault.Desired Settlement: Carmax pays for the complete replacement of the engine on my vehicle by [redacted] of [redacted], MN.

Business

Response:

September 5, 2012

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 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: 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: 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: 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 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: 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: 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

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,

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 is refusing to take responsibility for the vehicle that they sold me.

I've brought a [redacted] from carmax on May 16,2014. On July 11, 2014 I started having clutch issues and contacted carmax about my problem. Carmax had informed me that they will have it diagnosis done to see what the problem is and if it is the clutch it self they are not going to pay for any repairs for the clutch because the warranty does not cover the clutch and its components. So I accepted the fact that carmax wasn't going to help me with the clutch and went to carmax [redacted] page and explained my experience with carmax. I received a response from carmax telling me to call them at [redacted] and I did and spoke with some one from carmax complaints department and gave them my complaint. They contacted [redacted] the service manager from carmax and spoke with him about my situation. I received a call from [redacted] who works in the service department telling me let them run a diagnosis on it and they won't charge me if the price of the diagnosis was over five hundred dollars and if the diagnosis was under five hundred dollars then I would have to come out of pocket and I agree to this. I had dropped off my vehicle to carmax service department on Monday October 13, 2014 at 1740 hours and they delivered it to [redacted]. I asked [redacted] if they had a vehicle available so I can get back and forth to work on, and she told me to go either use my own money to rent a vehicle or catch the bus to work. I had surgery on my knee in October 2013 and can't be on my knee for to long other wise I'm causing more damage to it by catching the bus to work and walking about two and a half miles home from work cause there are no more buses running after midnight. On Friday October 17, 2014 [redacted] from carmax had informed me that the service tech at [redacted] informed them it was the clutch that was the problem and will contact me on Monday October 20, 2014 and follow up with me. I received a call from [redacted] the service manager from carmax who informed me that they will only pay half for parts and labor and I will have to pay the other half. I went to [redacted] and spoke with the services tech that is working on my car and he showed me the clutch and said who ever had the vehicle before me was really hard on the clutch. The [redacted] service tech also informed me that the some one had took the rear wheels off and placed them on the front and the front wheels where removed and place on the rear of the vehicle. I told carmax just tell the [redacted] service tech to put the car back together and I'll go to my mechanic cause I would be charge a lot less. [redacted] from carmax then informed me then I will be charge five hundred dollars for the diagnosis. I told [redacted] that I thought I was going to be charge only if the diagnosis was under five hundred she said she didn't say that so I agree to have it fix and pay half. Carmax then informed me I would have to pay for the vehicle before they can release it to me so they will not give it to me until I give them one thousand which is half for the repair. I told carmax I could of went to my mechanic and he would have allow me to make payments for parts and labor. I would have never would went to carmax for any services if I knew I had to pay them. They never once informed me that I had to pay out of pocket and when I ask for paper work on the agreement I had with carmax service department they refuse to provide any paper work to me so everything was done verbally.Desired Settlement: I wan't carmax to pay for parts and labor because I told the customer complaints department that I feel I shouldn't have to come out of pocket for anything cause I was sold a lemon.

Business

Response:

[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: 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: 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