CarMax , Inc.

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

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

Consumer

Response:

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear Mrs. [redacted],

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

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

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

[redacted], North Carolina.

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

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

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

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

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

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

Sincerely,

Analyst, Customer Relations

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

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

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

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

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

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

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

Business

Response:

March 9,

2012

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

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

opportunity to respond. Mr. [redacted]

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

·

Mr.

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

January 30, 2015 to purchase a vehicle.

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

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

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

·

Mrs.

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

[redacted]. This application received

a finance offer of 11.95% for 72 months.

·

In

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

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

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

obtaining his credit report. This

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

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

have impacted the rate she received on the initial application.

·

Mrs.

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

without a downpayment. Both applications

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

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

paperwork to purchase the [redacted].

·

On

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

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

received. Mr. [redacted] even suggested

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

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

received a better finance offer from another financial institution and inquired

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

Based

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

credit report. Accordingly, we cannot

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

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

allows customers to refinance their obligation without any penalty or finance

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

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

offer.

Thank

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

opportunity to provide this explanation. If you need any additional

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

Sincerely,

Legal Assistant

CarMax

CC: [redacted]

Consumer

Response:

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

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

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

Business

Response:

March 15, 2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

[redacted] (VIN: [redacted]

(“the Vehicle”))

Dear Mrs. [redacted],

Thank

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

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

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

concerns related to the odometer and Vehicle Identification Number.

A review of CarMax’s

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

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

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

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

she purchased.

Ms.

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

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

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

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

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

at Ms. [redacted]’ expense.

In

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

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

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

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

CarMax Auto Finance has

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

Thank you

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

Sincerely,

Analyst,

CarMax Customer Relations

Consumer

Response:

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

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

Regards,

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

Business

Response:

May 22, 2015

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

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

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

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

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

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

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

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

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

a totaled and non-salvageable Vehicle. CarMax

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

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

totaled or non-salvageable condition. CarMax

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

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

$1,100. However, CarMax’s records

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

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

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

CarMax. It is CarMax’s understanding

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

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

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

Review: 05/11/2015

CAR MAX

GARLAND, TX 75041

CAR MAX

[redacted], TX 76054

BETIER BUSINESS BUREAU OF METRO DALLAS:

1601 ELM STREET

STE 3838

DALLAS, TX 75201

TO: THE FOLLOWING DEALERSHIPS

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

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

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

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

SINCERELYDesired Settlement: Unspecified

Business

Response:

June 15,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

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

respond. Mr. [redacted] is alleging that we

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

below.

Our records

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

at our Garland, Texas location. The

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

recently on April 6, 2015. For both of

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

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

application to any financial institution” to evaluate whether the financial

institution will purchase and service any resulting retail installment

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

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

With

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

conditionally approved the credit application - all other financial

institutions declined the credit application.

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

resulted in adverse action notices. The

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

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

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

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

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

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

determination.

To be

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

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

application. This application, as

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

the financial institutions for evaluation.

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

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

contact me immediately at the number provided below.

In the

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

relief. We, again, thank you

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

provide this explanation. If you have

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

extension [redacted].

Sincerely,

Paralegal

CarMax

Auto Finance

CC:

Tommy [redacted]

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

Business

Response:

August 4,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

you for sharing [redacted] complaint and providing us an opportunity

to respond. Ms. [redacted] is displeased

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

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

APR contained in her Contract.

On

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

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

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

servicer.

[redacted],

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

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

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

hereto.)

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

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

[redacted] directly regarding her concerns.

Thank

you for bringing this matter to our attention.

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

Sincerely,

Paralegal

CarMax

Enclosures

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

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

Business

Response:

June 30, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

[redacted] (“the Vehicle”)

Dear Mrs. [redacted],

Thank

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

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

28th, 2013.

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

money she invested since her purchase.

CarMax addressed service

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

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

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

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

transportation while the Vehicle was in for service each time.

CarMax will continue to

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

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

offer an appraisal.

If

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

she may contact me directly at [redacted]

Thank

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

Sincerely,

Analyst, CarMax Customer Relations

Consumer

Response:

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

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

Regards,

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

Business

Response:

August 10, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

[redacted] (“the Vehicle”)

Dear Mrs. [redacted],

Thank

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

September 28th, 2013.

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

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

As was previously stated,

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

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

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

addressed on each occasion.

CarMax will gladly

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

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

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

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

offers.

If

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

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

Thank

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

Sincerely,

Consumer

Response:

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

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

Regards,

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

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

Business

Response:

October 23, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

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

Dear Mrs. [redacted],

Thank

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

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

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

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

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

Mr.

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

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

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

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

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

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

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

CarMax

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

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

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

may contact me directly at [redacted]

Sincerely,

Analyst, CarMax Customer Relations

Review: 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: 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

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.

Review: Purchased a car from Carmax with financing from Carmax Autofinance; the sales associates neglected to mention that I had been automatically enrolled in a "Maxcare Extended Warrant" program until I questioned them about why my financing package was 1400 more than the price of the car during our signing session. I told him I didn't want it and he ([redacted]) was dismissive, saying that "Oh everyone gets it, it's a great deal. Besides, you can cancel it after a week or two." He also said that it would take too long to refinance if it were taken out of the loan. Because of time pressure, I agreed to keep it in our loan (even though it significantly increased my months loan payment) with the intention of canceling it immediately. I did cancel the service contract about 2 weeks later and received a refund; however, ever since then I have received 2-4 calls a day from Extended Warranty companies around the country, many of whom I have requested to stop calling multiple times (I'm also on the do not call registry).

In short, Carmax lied to me while they were working with me to get financing with my vehicle, attempted to keep the inclusion of their warranty program hidden throughout the course of the transaction, and then illegally sold my information to telemarketers when I opted out of their sketchy program.[redacted]

[redacted]Desired Settlement: Carmax to contact the companies that they sold my information to and make sure that they remove my contact details from their systems.

Business

Response:

August 7, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Dear Mrs. [redacted]:

I am writing

you in response to your letter dated July 26, 2015, wherein you forwarded a

complaint from Mr. [redacted].

CarMax’s records indicate that Mr. [redacted] was

contacted by CarMax on or about August 5, 2015 to discuss CarMax’s privacy

policy. Mr. [redacted] was satisfied with

CarMax’s response.

CarMax appreciates the opportunity to respond

to this complaint and considers this matter resolved.

Please contact me at [redacted] extension [redacted] with any

questions you may have.

Sincerely,

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 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 a [redacted] from CarMax that had undisclosed damages. The damages or repair issues and concerns could never be recognized or duplicated by the repair technicians. With my purchase of the automobile I also purchased extended coverage which was supposed to provide me rental car coverage in the event that the car had a need for repair. Carmax informed me that due to the fact that the issues could not be duplicated they would not be able to place me in a rental car. Therefore, resulting in me not having transportation losing my job and ultimately losing the automobile to repossession.Desired Settlement: CarMax offered me 16,000 dollars to buy back the car, however could not according to their management process the check quick enough to please the lien holder. I believe that I am entitled to a full refund of the auto purchase price to cover all my expense and to repair my credit.

Business

Response:

October 7, 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 May 17, 2011 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”) from CarMax in Stockbridge, GA. According to the complaint [redacted] feels he should receive a full refund for the auto purchase to cover all his expenses and to repair his credit.

[redacted] had brought the Vehicle in many times for repairs that CarMax and the dealer were unable to duplicate. [redacted] then decided to have the Vehicle appraised several times from May 8, 2012 to January 23, 2013. He was not satisfied with any of the appraisal offers and declined to sell the Vehicle.

On March 11, 2013, [redacted] again brought the Vehicle in for appraisal. At the time of the appraisal, the store was able to duplicate the issue that the customer had been having. [redacted] for the Stockbridge store offered an appraisal for $[redacted]. [redacted] decided to accept this offer and stated that he owed around $9,300.00 to his finance company <[redacted]:place[redacted] During the purchasing process, CarMax confirmed with the finance company that the payoff would be the total amount of the appraisal offer. [redacted] wanted his finance company to honor the settlement he had with them and allow CarMax to only pay them the $9,300.00. [redacted] left the vehicle with CarMax while working to get the release from finance company. [redacted] vehicle was repossessed by [redacted] and CarMax was no longer able to purchase this vehicle. As such, CarMax declines to provide [redacted] the relief he seeks.

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

Sincerely,

Customer Relations Analyst

Review: CarMax Dealer is denying to take responsibilities of selling me a car that has many problems, which many of them could have caused an accidents.

I bought a car from CarMax back in July 26,2010. The car is a [redacted]. My warranty through CarMax was for 3 years and/or 75,000 miles. This year in July, the warranty expired. On December 07, 2013 my car started to make a weird noise and tremble while I was driving. That same night I towed my car to CarMax. On Tuesday, December 10, 2013, the CarMax Service Center advised me that the fan of the motor got loose which caused the radiator to break. They also stated "they do not know what caused it". They also stated that because I do not have warranty that I am responsible to pay for the repair and the cost will be a $1,000.00. I told them that I will take it to a private mechanic. To order to release the car back to me, they wanted me to a pay a $200.00 fee for the diagnose. I told them that I couldn't pay that. After going back and forth debating, they charged me $39.60. This is not the first time I have taken my car back for service. On August 19, 2010, I took the car for multiple concerns. The hood shock on driver side was missing, while driving there was humming noise, the turning light will not return back when turning, the brakes are grinding when breaking, OBD2 Connection is lose. They replace the missing hood shock, they stated they can not tell what was the humming noise, they stated the break pad was a smaller size then my car (meaning I was driving with a smaller size break pad), the OBD2 Connection was missing a screws. On July 12,2012, I took the car back for service because the cooling system bleeder valve housing broke which caused my car to over heat and hot water was leaking everywhere. They replaced it. All these problems was not caused by me. When I bought the car, they stated they did a detailed inspection before releasing the vehicle to me. CarMax is always willing to pass the bill to the warranty company or the customers. There were 3 problems which could have caused an accident. The brake pads being the wrong one, the hood shock was missing, and the fan motor got loose. I spoke with [redacted] Corporate Office, they are aware of the problems.Desired Settlement: I'm paying a car note of $396.00 monthly. I think CarMax should refund me for the cost of the repair.

Business

Response:

January 8, 2014

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 a [redacted] in April 2012. After driving the vehicle for 3 weeks the engine light came on. I took the vehicle into the repair shop at [redacted]. They attempted to fix the issue but the engine light returned on 30-45days later. I called the repair service department and was told to drive the car for a while and the engine light should go off. That never happened. Each time I went to get an oil change from [redacted] or [redacted] they questioned this mechanically fault. I have taken the car back to [redacted] at least 5-7 times for the same issue. And each time they have claimed to fix the issue. The car has been towed after leaving me abandone because of the engine issue several times. [redacted] sold me a bad car. I complete lemon and now they are refusing to stand by their claim of guaranteed good used cars. I have asked that they give me fair appraisal offer for the vehicle and they have refused to do so.Desired Settlement: I would like a fair appraisal for the lemon vehicle that they sold me. I am asking for 8,000.

Business

Response:

29 October 2014