CarMax , Inc.

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: My vehicle was purchased in April of 2015. Included in that purchase was an extended care warranty plan known as "MaxCare". As of January 2015 I no longer have the manufacturer ([redacted]) base warranty. At this time the "MaxCare" for which I purchased at sale is the warranty by which my car is protected. This extended care program was purchased for $1699 which includes a $100 deductible at each service appointment told to me via a customer service agent at "Car Max auto financing".

At this time I am very unhappy to report that my exhaust system has failed. More specifically the muffler. I have taken the car back to the original CarMax purchase location for service and was quickly told that they DO NOT fix such issues as mine and that I was to take my vehicle to the "Kwik Stop" service shop for the help I need. At the recommended service shop I was told that my car can be repaired for $800 plus dollars and that it would be a "hook up" as far as he was concerned, at that price. I was further informed that I had a "100k mile problem on a vehicle that has under 40k miles on it".

This is a sincere problem for me as this car has not been in my possession for an entire year. It was never told to me that there could be a serious problem with the vehicle, none what so ever, at sale. I have spent a large portion of time today being passed around from department to department, over the phone, in search of real answers and a possible solution with little to no resolve. I am frustrated, angry and dissatisfied with CarMax thus far. I am seeking a fair and honest resolve now.Location: Hillside Ilinois Make: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Full inspection and repair of my vehicle. If there are other issue to be found then I would like them mitigated.

Business

Response:

February 19th,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted] (VIN:

[redacted] the “Vehicle”)

2013 [redacted]

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Mr. [redacted] regarding his purchase of the

Vehicle from CarMax of Hillside, IL (“CarMax”) on April 4th, 2015. In

his complaint, Mr. [redacted] requested full inspection and repair of a muffler concern

on the Vehicle.

CarMax completed a 125-point

inspection prior to the sale of the Vehicle. CarMax was unaware of any concerns

from Mr. [redacted] prior to receiving this complaint. A review of CarMax records

indicates no repair history for the Vehicle.

CarMax management attempted to reach

Mr. [redacted] on February 9th, 2016, and February 11th,

2016, and received no response. CarMax also attempted to contact Kwik-Stop, the

facility Mr. [redacted] states completed a diagnosis on the Vehicle. Kwik-Stop

advised CarMax that a full length pipe assembly was deemed necessary to repair

the muffler.

CarMax

would be happy to discuss Mr. [redacted]’s concerns further and determine any

available assistance. If Mr. [redacted] has further questions, he may contact me at

1-800-519-1511, ext. [redacted]

Thank you for providing CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

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: 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: 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 went into this car max location on Thursday 4/16 and spoke with [redacted] the sales rep. There was a car I had found online and was interested in. That day my husband and I decided to test drive the vehicle and fell in love with it. The price listed was roughly 29,900.00. We knew that we needed financing and spoke to [redacted] who informed us he would be happy to put the vehicle on hold for 7 days in order for us to get financing through our own bank. On Wednesday 4/22, I tried to contact the office 3 times to let them know I have approval on the financing and was ready to sign papers. I did not get a call back until 4/23 from [redacted] and he told me that everything would be ready to go on 4/24 at 4:00. I then received a call 2 hours later from [redacted] saying he had bad news and somehow my 7 day hold was released early and another buyer had it on hold. My husband then contacted the office and asked to speak to a supervisor (Valarie I believe was the name) who told us a regional manager removed the hold and she had no idea why, and could not provide a name. She said she would "look into it" and call back... we never received a call back from her. When my husband asked her why they couldn't remove the hold from the other buyer and give the vehicle back to us her exact comment was "that just creates another problem". She did not seem to care about our issue what so ever and would not give us any information on why this happened. We spoke to [redacted] the next day and he said the potential buyer (of the car we had on hold) would be in at 12:30 on 4/25 and he would call me if that person backed out. He did call back and needless to say, the person bought my car. CarMax did not attempt to make this right for my husband and I at all and we may not have gone through the whole financing process with our bank if we would have known the vehicle we reserved would be taken without notice and sold to someone else.Location: Federal HeightsMake: [redacted]Model: [redacted]Owner/Co-Ownder? Non/aDesired Settlement: We would respectfully ask for an apology from the company along with the reason this actually happened since no one at this particular store location was able to answer why. Also, the ideal outcome would be they offer a similar or like vehicle for the same price as the one we went to get financed for, even if they have to take a loss on the vehicle.

Business

Response:

April 29, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MRS. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Mrs. [redacted] regarding a vehicle that was placed on hold for

her on or about April 16, 2015 at the CarMax store located in Federal Heights,

Colorado (“CarMax”). In this complaint, Mrs.

[redacted] is requesting an apology for her experience and an explanation as to why

the hold on the vehicle was cancelled, resulting in it being sold to another

customer. In addition, Mrs. [redacted] is

requesting to purchase a like vehicle for the same price of $29,998.

CarMax has been unable to determine why the vehicle hold was

cancelled. CarMax does wish to apologize

for the frustration and inconvenience this has caused.

At Mrs. [redacted]’s request, CarMax initiated the transfer of another

vehicle also priced at $29,998, on or about April 25, 2015. It should arrive on or about May 4,

2015. CarMax considers the matter

resolved at this time.

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 was sold a car with an altered odometer, without my knowledge and carmax refuses to refund total of what I have spend in financing and repairs.

I bought a [redacted] from carmax on march 2014. At that time the odometer read 87k miles. Ever since I bought the car Imhave been taking it to the mechanic to get the car fix for different issues. Finally toyota suggested to get a different car because of the vast issues that are coming up with the car. They offered me an appraisal on the sequoia to began the process. There response was that they wouldnt be able to offer me not even $2000 for the car because the car had a major issue. They showed me the carfax and explained to me that the car had a roll back. The carfax showed that at one time it had 222K miles on it and thee was a drop to 40k miles. I went back to carmax to resolve this issue and they refused to accept the fact that they were at fault. I then spoke to carmax headquarters about my complaint it was then that the were able to set an appointment to have the car checked. I took it in, the checked the odometer and asked me what I wanted. I told them I wanted my money back. they offered to give me my deposit back $500 and I could start fresh with a new car. I refused that settlement because I have spent money on payments and repairs and loss of work.Desired Settlement: I am seeking the total of what I have spent on this vehicle. that includes my deposit, payments made towards financing, repair costs, and loan to be payed off and not reflect on my credit as a negative. I i to return the car.

Business

Response:

April 13, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding the complaint dated March 31, 2015 regarding the Vehicle purchased from the CarMax store located in Ontario, California on or about March 29, 2014. Ms. [redacted] requested in the desired settlement for CarMax to take full possession of the Vehicle and pay off the remaining balance of her loan. Additionally, Ms. [redacted] requested that CarMax refund her down payment, any payments made towards her loan, and reimburse her any costs associated with the repair of the Vehicle.Ms. [redacted] took the Vehicle to a [redacted] dealership to have it appraised, and was advised that there was a mileage discrepancy according to the CarFax report.Ms. [redacted] brought the Vehicle to CarMax on or about March 21, 2015 to inquire about the mileage discrepancy concern. CarMax inspected the Vehicle and was not able to identify any reason for the mileage discrepancy on the CarFax report. CarMax also reviewed a corresponding AutoCheck report for the same Vehicle and that report did not indicate this discrepancy. In the interest of customer service, however, CarMax is willing to take full return of the Vehicle, pay off the remainder of her loan and refund any monies Ms. [redacted] paid toward the purchase and repair of the Vehicle.CarMax encourages Ms. [redacted] to contact the Business Office to return the Vehicle and to pursue reimbursement for any amount owed to her.CarMax apologizes for any inconvenience Ms. [redacted] may have experienced and appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted] Analyst, Customer Relations

Consumer

Response:

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

Business

Response:

Dear Sir/Madam:

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

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

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

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

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

Sincerely,

Paralegal

CarMax Auto Finance

Enclosures

CC: [redacted]

Consumer

Response:

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

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

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

Business

Response:

Dear Ms. Sekerdy:

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

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

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

Sincerely,

Consumer

Response:

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

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

Review: I 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 husband and I purchase the vehicle from CarMax in September 2014. We were told this vehicle had one owner and No accidents. I have since been in an accident that were I was not at fault and considerable damage was done to my car, so I filed a diminished value claim with Progressive Insurance. Progressive will not pay the full value of the claim because they stated this automobile had been in THREE accidents prior to my purchase!!!! I contacted CarMax to let them know what I had learned and how we felt mislead and would have not have purchased the car had we known that it had been in THREE prior accidents. They claim that they were not aware of it being in an accident because it did not show up on the CarFax report. I did some research, and there are hundreds of complaints and posting online of other consumers that have run into the same issue as I have. Apparently though my research, carfax is not a reliable source, that is why car insurance companies do not rely on it and that is why CarMax uses it as a marketing tool, so that they can say that they accident did not show up, therefore they are not being fraudulent. I believe that they are aware of this and our being dishonest. I feel that my car was not worth the sticker prices and I feel that CarMax owes me a refund of some amount.Location: Ellicott City, MDMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like some sort of refund, because I think the price I paid for my car was not what it was worth. I also feel that CarMax has a responsibility to use a more reliable source for research the auto's history. I feel that this is something that should be mandated by the by the government and practiced at all CarMax locations. It is not fair to the consumers that they are not using reliable sources.

Business

Response:

December

14, 2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2010 [redacted] (VIN: [redacted]

the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Ms. [redacted] regarding her purchase of the

Vehicle from CarMax of Ellicott City, MD (“CarMax”) on September 18th,

2014. In her complaint, Ms. [redacted] alleges that she was misled at the time of

purchase of the Vehicle regarding the history and therefore requests that CarMax

initiate a full refund of her purchase price.

Ms.

[redacted] states in her complaint that CarMax “uses [CarFax] as a marketing

tool...,” which is untrue. CarMax guarantees that every vehicle presented for

sale is free of both frame and flood damage; however, CarMax does not guarantee

that every vehicle sold is accident-free.

CarMax

provides an AutoCheck vehicle history report on each vehicle available for sale

so that the customer is aware of all available information prior to purchase. There

were no accidents listed on the AutoCheck report at the time of sale.

CarMax

will not be offering a full refund of the Vehicle as any available return

period has expired. If Ms. [redacted] is still in possession of the Vehicle and would

like to sell it, CarMax would be happy to appraise it. In the event Ms. [redacted]

has any further questions, she is welcomed to contact me at 1-800-519-1511,

ext. 82505.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

Consumer

Response:

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

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

Regards,

Review: Carmax dealership seems to have added additional charges to my warranty. My car was hit and caused engine damage [redacted] said it was due to low fluids will the car never gave any warning as to low fluids. The car was evaluated by [redacted] with the problem, however, carmax refuse to take the evalution from the [redacted] dealership and wants to charge additionl fees to tell be exactly what [redacted] has said is wrong with the car. I requested to carmax to use the eval and fix the car they eill not fix unless I allow them to charge me a fee of exactly what volve has said. I dont think that I should pay for another evaluation at this point if we know whats wrong already.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like Revdex.com to make them honor the eval that was provided by [redacted] and fix my car.

Business

Response:

February 20, 2014

Review: I searched for my car a [redacted] online at the store location listed in complaint. I found one that caught my eye. it was a two door gray [redacted], clean and up to my standards. However, the car that was delivered after a two day wait in which nobody notified me when the car was actually in the store, I called in myself and they told me it had been there yet, nobody called or notified me. In fact the car was totally not in the same condition as it looked in the pictures when it came. It was kind of a bluish grayish color instead, there were unnoticeable at the time scratches on my passenger door and near the rear of the car. To add insult to injury a few months after purchasing this car I've learned that there is a recall on the car. The whole time I've had this car I've been getting things fixed constantly spending more and more knowing they are not my fault. I have contacted the store and they told me I can trade the car in but I will need another down payment plus run my credit again. I don't have money for another down payment or a new car because I've put all my money into this car that still needs more work. It just wasn't Fair.Desired Settlement: I would be very satisfied with the down payment to purchase another car or even the chance to get another [redacted] that's in better condition or newer that don't have a recall on it. I just want to be compensated in some way for all the money I spent and all the inconvenience this has caused me.

Business

Response:

August 25, 2014

Review: I purchased my car on 25 Jan 2015 at Carmax in Laurel. During my test drive, I noticed scratches along the side of the door of the car and a slight smoke smell coming from the vents. I notified my sales person, and he wrote a repair order for them to fix the scratches, and do a thorough cleaning of the vents of the car. I brought my car in on 2 Feb 2015 for the repairs, they gave me a loaner car because I was leaving my car over night. The issues began with the loaner car, On 4 Feb it died in the middle of a parking lot (the tow truck guy said the battery was fine, the car just wouldn't start anymore). After trying to get in contact with someone from Carmax to help me for over an hour, they sent a tow truck to bring me a new loaner car since my car was still not ready yet (2 days later). After I received the new loaner car, 15 minutes later Carmax called and said my car was ready (incompetent communication between the business and service office). However, this loaner vehicle fiasco was the least of my problems. When I received my vehicle back, the blatant scratches were still there. Also, there was some type of stain on the drivers seat, like a bleached smudge. It was as if whoever repaired my car, sprayed air freshener in it, got cleaning product on my seat, and that's it (I can provide pictures if needed). I told the business office manager about these issues, and he apologized and said that this should not have happened and acknowledged and agreed with all of the issues. He wrote down all the issues with my non-repaired car, and said he would give it to the service manager and a few other people and that someone would contact me the next day, which should have been 5 Feb 2015. As of 6 Feb 2015, I haven't heard from anyone regarding this issue. My car still has scratches, and they ruined my seat.Location: Laurel, MDMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like my seat upholstery repaired, and the scratches fixed.

Business

Response:

March 20, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding the complaint dated February 6, 2015 regarding the Vehicle purchased from the CarMax store located in Laurel, Maryland on or about January 25, 2015. Ms. [redacted] requested in the desired settlement for CarMax to repair her seat upholstery and fix any remaining scratches on the driver and rear doors of the Vehicle. Ms. [redacted] brought the Vehicle to the Service Department on or about February 3, 2015 to have scratches and dings repaired on the driver and rear doors. Ms. [redacted] also requested for the Vehicle to be sprayed down to eliminate a smoke odor. CarMax inspected the Vehicle and found that the scratches met CarMax’s standards. However, CarMax performed a scratch repair service on the driver and rear doors as a gesture of customer service. CarMax also sprayed a deodorizing spray inside of the Vehicle to eliminate the odor.CarMax called Ms. [redacted] on or about March 13, 2015 to schedule a service appointment to bring the Vehicle in to address any outstanding concerns. However Ms. [redacted] did not have the availability to schedule an appointment at that time, and informed CarMax that she would call back to schedule an appointment. CarMax has not heard back from Ms. [redacted] at this time.CarMax appreciates the opportunity to respond to this complaint and encourages Ms. [redacted] to contact the Service Department to schedule a follow-up appointment.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

Review: Purchased a [redacted] 2/2/2015 to include 5 day return policy and CarMax Limited 30/60 Day-Warranty Service which covers engine assemblies and controls. I contacted CarMax on 2/5/2015 with complaints noise when driving, breaking, and the oil being dirt and not changed over the miles [redacted] service employee [redacted]). CarMax changed oil breaks, breaks, and rotters. Continued to hear noises (there is a tapping and rolling sound) and issues when breaking and acceleration out of turns. I called back on 2/16/2015 and spoke to Stephanie (if memory serves me correctly on the name). She advised they could not see me because of the weather and I would have to wait till Friday 2/20 I specifically asked about the noise remaining in the breaks and the rolling sound I explained it just was not driving quite right I could not explain it they needed to drive it. On 2/19/2015 I was driving the car around about breaking and the car made that rolling sound out of the turn causing it to slide hitting up over the curb. I called CarMax had it towed on 2/19/2015. Spoke to [redacted] (Service Manager) explained the situation again there was something wrong and it did not perform as it should coming out of the turn breaking and there was a noise. They looked at it said it was an accident I had to take it to my insurance. To this day there is a noise car feels out of gear tapping in engine. Car been serviced by [redacted] going on 4 times for issues my expense no resolution. Then it was announced on the news major recall [redacted] 2011-2014 looked up VIN https://vinrcl.safercar.gov/vin/ car falls under recall stating major engine recall “engine failure would result in a vehicle stall increasing the risk of a crash”. This hesitation out of turn & breaking is exactly what I have been trying explain since 2/5/2015. I came there asked managers to drive it was denied had to wait on service. The car should have been look over fully from day one of my initial complaint.[redacted]

[redacted]Desired Settlement: I would like Carmax to pay reimbursing the insurance company what was paid out for repairs $1100 and advise insurance that this malfunction could have caused this accident. This would remedy the at fault on my insurance that I am paying. The initial down payment charged for higher insurance of $470.00. I want reimbursement for the $500.00 Deductible paid to the insurance company. $179.00 for towing cost. I believe that I should be paid for towing expenses to and from Carmax and the time from work 12 hours (12x24= $288.00). My insurance went up from 182.00 to 370.00 for 12 months. (that is a cost of 188.00 per month for 12 months = $2,256). In conclusion: An apology. Payment to insurance to reimburse for damages $1100.00. Payment to me (Higher down payment to initiate new insurance with at fault for policy, deductible for claims, towing, hours missed at work, and the overage of insurance for the next 11 months: $3,693. Total $4,793. CarMax is liable up until recall on 9/10/2015.

Business

Response:

October 14, 2015

[redacted], Operations Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

VIN:

[redacted] (“the Vehicle”)

Dear Mrs. [redacted],

Thank

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

her purchase of the Vehicle from CarMax of Richmond, VA (“CarMax”) on May 23rd,

2015. At that time, Ms. [redacted] also elected to purchase a MaxCare Extended

Service Plan (“ESP”) for a term of 60 months or until the Vehicle exceeded 125,000

miles with a deductible of $50.00.

In

her complaint, Ms. [redacted] referenced service concerns on the Vehicle since her

purchase. CarMax previously completed repairs during the Limited 30-Day

warranty period for the Vehicle. These included: resurfacing the front rotors,

replacing the rear rotors to address a braking noise, and an oil change on the

Vehicle. These were all completed on February 5th, 2015.

Ms.

[redacted] brought the Vehicle back to CarMax on February 19th, 2015

for a concern with the brakes locking up. At that time, CarMax inspected the Vehicle

and noticed the Vehicle had been in an impact. The Vehicle suffered damage

which included: a bent tie rod, control arm and strut. At that time, CarMax

suggested a body shop would need to complete an assessment on the Vehicle.

These repairs would not be covered under the limited warranty.

Ms.

[redacted] contacted CarMax again on September 29th, 2015, referencing

a recall released by [redacted] for an engine malfunction on the Vehicle. CarMax

attempted to contact Ms. [redacted] further to discuss this. Ms. [redacted] has not

responded to attempts to contact her.

CarMax

will not participate in any reimbursement to Ms. [redacted] for expenses related

to the previous impact damage. CarMax would be happy to diagnose any mechanical

repair concerns Ms. [redacted] may have under her ESP. If Ms. [redacted] has any

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

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,

Review: I purchased a 2003 [redacted] from Carmax in 2007 and have since had problems each year thereafter with the air conditioner. Each year when the weather begins to heat up and I go to turn on my air conditioner, it does not work. I have had this system worked on since 2008 by Carmax and each year they have charged me a fee with the exception of last year. Well, here we are again, in 2013 and I am having an issue with the air conditioner again, but the Service Manager tells me that they can fix it at the associates rate. My complaint is that I should not have to pay again since it is the air conditioner. His argument is that it is a different part of the air conditioner and I have tried to explain to him that it should not matter the part, it is still within the air conditioner system and that no one has to have their air conditioner fixed every year as I have had to do since 2008.I am very frustrated with this issue and feel that I have been done an injustice by Carmax. I have been a loyal customer by always allowing them to service my vehicle since I purchased it from them. I have the history of service for reference.This issue has caused me stress because I cannot understand why it is so difficult for the Service Manager to understand that I should not have to pay any out-of-pocket cost since there has been an issue with the air conditioner since 2008 and each year I have paid with the exception of 2012 and that is only because I had to contact the corporate office. I have contacted the corporate office in this matter this year as well, but they placed it in the hands of the local branch of Carmax and I am not getting any results except that I would need to pay.Please advise.Desired Settlement: I would like for my air conditioner to be fixed properly at no cost to me. I feel that I have paid enough over these last 4 to 5 years that the air conditioner should be in tip-top shape, but it is not.I have never had as many problems with one issue as this air conditioner and as I mentioned before, I feel that it should not matter the part that needs to be fixed or replaced, it still involves the air conditioner system.

Business

Response:

Re: Ms.

Dear Mrs. [redacted]:

I am writing in response to your letter dated May 10, 2013, wherein you forwarded a complaint from Ms. [redacted]. Ms. [redacted] requested in her settlement CarMax repair her air conditioner at no cost to her.

Ms. [redacted] purchased a 2003 [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in Greenville, South Carolina (“CarMax”) on or about February 4, 2008.

A review of CarMax’s records show that Ms. [redacted] has brought her vehicle in for air conditioner concerns throughout ownership with the most recent one being on or about April 15, 2013. During the most recent visit CarMax found that the evaporator core needed to be replaced. CarMax offered Ms. [redacted] as a gesture of goodwill the repair at discount, Ms. [redacted] declined. CarMax reached back out to Ms. [redacted] on or about May 22, 2013 to extend the offer of completing the repair at the discount rate, Ms. [redacted] declined again.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience Ms. [redacted] may have experienced. However, CarMax is declining the settlement as set forth in the complaint.

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

Sincerely,

Analyst, Executive Response Team

Consumer

Response:

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

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

Regards,

I do not feel that the price set forth by the company is one that should be charged to me. I have spoken with the company in hopes that they would see why I am so frustrated and disgusted with their reply to my complaint. In speaking with the General Manager of the local CarMax in Greenville, SC, I was still not offered a better solution with the exception of trading my car in and assuming another debt.

I still stand firm on believing that I should not have to continue to pay for an issue that should have been taken care of. I have never had a vehicle in my entire life in which had to have the air conditioning system fixed each time the weather changes to warmer temperatures and I feel regardless of the part that is broken, it is still within the air conditioning systerm.

I am not wanting to sell my vehicle; I just want the air conditioner fixed!

Review: I PURCHASED THIS VEHICLE AND AFTER BEING PUSHED AND RUSHED AND PUT THROUGH HUMILIATING CIRCUMSTANCES BY ASSOCIATES WHO DO NOT CARE ABOUT CUSTOMERS OR WHAT THEY WANT. I BOUGHT THIS CAR AND THE SALES MAN SAID I COULD BRING IT BACK TO GET TIRES REPLACED - THEY ARE BOLD . HE SAID JUST MAKE AN APPT WITH SERVICE . I DID AND THEY SAID THEY MEET CARMAX STANDARDS. I TOOK MY CAR TO TWO TIRE PLACES AND WERE TOLD THE INSIDE ARE BOLD AND NEED REPLACED LESS THEN5000 MILES LEFT . AFTER A WEEK OF OWNING THE CAR THE RIGHT F TIRE HAS GASHES OR RIPS IN IT . I PAID 16500 FOR A CAR (a car with good and safe tires - not old used tires) they runflat TIRES WHICH HAS LESS LIFE THEN REGULAR TIRES. I GOT NO SPARE WITH MY CAR AND I ADVISED THE SALESMEN THIS CAR I WILL BE DRIVING BACKAND FORTH TO CALIF AND NEED GOOD SAFE TIRES. HE SAID I COULD BRING TO SERVICE. I CALLED THE MANUFACTURER AS WELL HE HAD ME PERFORM TWO TEST ON ALL THE TIRES WITH A QUARTER AND A PENNY AND LOOK AT THE TIRE INDICATORS ON THE TIRES. HE SAID IT FAILED ALL TEST AND INDICATOR IS SHOWING TO REPLACE TIRES. CARMAX IS NOT HONEST THEY LIE THEN THEY YELL AT THEIR CUSTOMERS AND TREAT YOU LIKE DIRT . THEY WASTE MY VALUABLE TIME . AND ITS THEIR WAY OR THE HIGHWAY. I WAS PUSHED ,TREATED WITH DISRESPECT AND FELT OBLIGATED TO DO WHAT THEY WANT NOT WHAT I WANT. ITS TERRIBLE I AM BUYING A CAR AND ITS NEW TO ME AND SCARY AND I WANT TO GET THE BEST CAR THAT I WANT .NOT WHAT THEY WANT . I LIKE THE CAR BUT FOR 16500 AND 21000 AFTER INTEREST I AM NOT GETTING WHAT I PAID FOR AND THEY HAVE JUST BS ME AND ANYTHING TO HAVE TO FORK OUT MONEY ON SOMETHING THAT IS A SAFETY AND CONCERN TO THEIR CUSTOMER. I AM NOT BEING UNREASONABLE I NEED SAFE TIRES. AND FOR THAT PRICE I SHOULD HAVE NEW TIRES PERIOD.Location: Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: ALL I HAVE ASKED FOR SINCE BEFORE PURCHASING IT WAS TO REPLACE THESE TIRES WHICH HE LED ME TO BELIEVE THEY WOULD. THEN I TAKE IN TWO TIMES TO HAVE THEM LOOK AT THEM. THEY IGNORE ME THEY DONT LET ME SEE AND SHOW THEM UP ON LIFT THE INSIDE TIRES AND MY CONCERNS AND WHAT THE MANUFACTURER SAID .THEY TELL ME TO GO AND CALL MATT WHO HAS NOT DONE NOTHING TO HELP ME . HE DOESNT CARE HE HASNT OFFERED ME TIRES I BEGGED HIM AND BEGGED HIM TO REPLACE THEM. I AM UPSET HURT AND FEEL SCREWED OVER BY THIS BILLION DOLLAR COMPANY AND HOW THEY LIE TO GET THE SALE AND TREAT YOU LIKE CRAP AFTER.

I AM ASKING CORPORATE TO LOOK AT MY CASE AND PLEASE OFFER ME NEW TIRES LIKE I SHOULD HAVE. THANK YOU.

Business

Response:

September 15,

2015

720 Moorefield

Park Drive, Suite 300

Richmond,

Virginia 23236

Re: [redacted]

Complaint

ID [redacted]

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

Dear Mrs. [redacted]:

I am writing in response to your

letter dated August 24, 2015, wherein you forwarded a complaint from Ms. [redacted] regarding the Vehicle purchased from the CarMax store located in Las

Vegas, Nevada (“CarMax”) on or about August 10, 2015. Ms. [redacted] requested that CarMax replace all

four tires on the Vehicle at no cost.

CarMax’s records indicate that all

four tires met or exceeded safety requirements at the time of sale. However, as a gesture of customer service,

CarMax extended Ms. [redacted] the option to purchase the tires at CarMax’s

discounted cost. Ms. [redacted] declined

CarMax’s offer and elected to sell the Vehicle back to CarMax on or about

August 31, 2015.

CarMax appreciates the opportunity to

respond to this complaint and considers this matter resolved.

Please contact me

at [redacted] extension [redacted] with any questions that you may have.

Sincerely,

Review: [redacted]We took Carmax up on their appraisal offer for our [redacted]. Sold it to them on the 23rd of January 2015. It was near closing time and when we were driving away noticed that we forgot our toll tag in the window. We called right away and asked for it be just set aside so we could pick up in the morning. WE arrived first thing in the morning and was told that there was no item waiting for us and the car had been transferred to [redacted] location. We immediately called [redacted] and talked with their business office and found out that the car had not been received in yet to inventory. We left a message with [redacted] the inventory manager with no response to this day. We kept calling and stopping by [redacted] to be told that they had not had a chance to look into the matter. Finally on the 2nd of Feb we contacted the customer service department at their Corporate location. We received a call back stating that it is policy to discard items that are left in cars they purchased. That is great but here is the issue. The toll tag has been used the last week without our permission. And if it is thrown away then how did it rack up $60 (30 tolls at $2 per). We tried to do the right thing and get it back to avoid this but got the runaround.Location: [redacted], CA.Make: [redacted]Model: [redacted]Owner/Co-Ownder? Yes[redacted]Desired Settlement: We would like resolution in the following ways;

1. A refund of $120 - that is $60 for the fraud tolls, $30 to deactivate the toll tag and $30 in gas and time to chase down our vehicle.

2. A formal written apology from the manager of the [redacted] location

3. When the toll tag is used now it will cause a violation and we will press charges against that person. We hope that CarMax realizes they should no employ people of this stature.

Business

Response:

March 9, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding the complaint dated February 4, 2015 regarding the Vehicle sold to the CarMax store located in [redacted], California on or about January 23, 2015. Mr. [redacted] requested in the desired settlement for CarMax to reimburse him $30 for the cost he paid to have his fast track pass deactivated, $60 for toll charges and $30 for the gas and time spent to locate his fast track pass. Additionally, Mr. [redacted] requested a written apology from the CarMax manager in [redacted], California.CarMax purchased Mr. [redacted]’s Vehicle on or about January 23, 2015. CarMax is not responsible for any personal belongings left inside of the Vehicle, and advises every customer to remove all personal items from the vehicle prior to selling it to CarMax. As a gesture of customer service, CarMax offered Mr. [redacted] $90 for the toll charges incurred and the cost he paid to have his fast track pass deactivated. Mr. [redacted] agreed to the offer and is working with the CarMax in [redacted] for reimbursement.Additionally, CarMax has communicated Mr. [redacted]’s experience with the Management Team at [redacted] and [redacted] and apologizes for any frustrations Mr. [redacted] may have experienced.CarMax appreciates the opportunity to respond and considers the gesture of customer service the resolution to the complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

We went into a carmax knowing exactly what we were looking for, practically with money in hand. It was such a breeze. We spoke with our sales guy, he brought us to the truck we were looking for, we test drove it, we loved it. The process started and we drove home that day with our new truck. The sale was our sales representatives first sale. We were so happy to be apart of that experience for him. Everybody in that office knew what they were doing and made the car buying process very enjoyable.