CarMax , Inc.

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: 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: I visited Carmax in[redacted], ** on November 22, 2014 and purchased a 2[redacted]. I traded in my [redacted] and was offered $3,500 trade-in. I explained that I owed almost $9,000 and the Sales Rep contacted my current lien-holder ([redacted]) to find out final payoff amount. During the financing process, I was informed I had a credit in the amount of $1,764.06. I went through the entire process and was given keys to my new car. Prior to leaving off the lot, I noticed a few stains on the leather seats and some scratches on trunk, hood, and roof. I scheduled an appointment to have these repairs completed on December 2, 2014. When I arrived on the 2nd, I was given a loaner and it took a week before I was able to pick up my car. On December 9th, I went to pick up my car and was told I needed to speak to someone ([redacted]). When I asked what was the nature of this conversation, the lady could not tell me what it was in reference to. When I met with [redacted], he told me that there was a problem and they were unable to get the title for the [redacted] due to there being an $8,000 difference. He then asked how was I going to pay this difference. Would I be able to pay it today or would I be able to pay it in January. I asked how did this happen and he explained that it is very rare that this happens, but this has happened before. He proceeded to tell me that I was responsible for this mistake which was no fault of my own. He told me that I could take my car back or I could refinance the difference. I explained that I do not have the money and he proceeded to push the issue by inquiring when and how I would be paying for this. He gave me the keys to the [redacted] and he told me he had to speak to someone from Collections to get some advice and would be contacting me via phone on December 10th. He called on the 11th and said he talked the Collections department and the head office would be sending me papers to fill out to make payment arrangements. I explained that I would be making a complaint with the Revdex.com and the [redacted] and if necessary, contacting an attorney to resolve this issue. He stated that he would not prefer to go that route. I do not feel as though I should be held responsible for a mistake that was no fault of my own.Desired Settlement: Due to their lack of close attention to detail, this could have been prevented. I walked out with a car and am now worried that I will have to pay additional funds in the amount of $8,000 for a mistake that was not my own. I would appreciate Carmax taking care of their mistake by covering all fees without contacting me for additional money or offering me the option of retrieving my old vehicle.

Business

Response:

December 30, 2014

Review: In 2011 I purchased a vehicle at the Carmax Torrance location. Since then I have experienced nothing but problems and have been in and out of repair facilities at least 14 times. To say I've had a "less than favorable" experience is an understatement, this has been a financial nightmare. Last year alone my car remained in the shop for about 4 months. Due to the faultiness of repair quality I was receiving from Carmax I furthered repairs at [redacted] with their partner associates. Between 8/2/11 and 10/4/13 I have had 8 AC/engine light related visits. All of my major overheating issues resulted from attempts at AC use. I eventually refrained from using my AC out of fear. 2/14/14 I had an axel replacement by Carmax. 4/29/14 through an emergency appointment at [redacted] (Carmax was too busy that day) my vehicle overheated coming down a hill after an AC attempt.Technicians later found faulty axel issues. From 4/29-8/27 I spent $2,897.61 on various repairs in attempt to fix the overheated issue from my AC use. Technicians noted Carmax had installed "junkyard engine" as well as a "defective axel" and needed to replace a "leaking expansion and reservoir tank", all which had already been replaced by Carmax. Less than a year later, to cut my losses spent an additional $1172.74 just to pass a smog and replace more defective systems and sensors Carmax claimed to have recently fixed. After $22,789 made in car payments and at least $4,070 in repeated repairs my attempt at an appraisal through Carmax produced a $6k value while I still owed $9. Other than an appraisal offer, Carmax offered no other help or compensation. For a company whose mission statement is to provide quality vehicles and exceptional customer service they have failed incredibly.Desired Settlement: DesiredSettlementID: Refund

Due to the horrendous experience I have had to cut my losses in expecting the vehicle to be reliable through repairs in the future. I feel refunds should have been issued or credited towards appraisal in the amount of money spent on repeated repairs. $2435.99 for extensive repairs that replaced an engine but returned with same initial problems as well as $1634.36 fix repeated axel leaks and sensor issues

Business

Response:

July 2, 2015

720 Moorefield Park Drive, Suite 300

Richmond,

Virginia 23236

Re: [redacted]

Complaint ID [redacted]

Thank you for forwarding the

complaint dated June 16, 2015 regarding the Vehicle purchased from the

CarMax store located in [redacted] (“CarMax”) on or about June 26, 2011. Ms. [redacted] requested in the desired

settlement for CarMax to re-appraise the Vehicle and make her a higher offer that

includes previous repair expenses, or for CarMax to reimburse her $4,070.35 for

the cost that she recently paid to repair the Vehicle.

The Vehicle was brought back to CarMax on numerous occasions

between the dates of August 2, 2011 and November 8, 2012 to diagnose several

concerns including an air conditioner and/or check engine light concern. CarMax’s records indicate that the Vehicle was

not seen in 2013, but was later brought back in for service on or about

February 13, 2014 to diagnose an axle shaft concern.

Due to CarMax not having seen the Vehicle since 2014, CarMax is

declining the settlement as set forth in the complaint. However, CarMax encourages Ms. [redacted] to

visit a CarMax nearest her if she would like to have the Vehicle repaired or

reappraised for the current market value.

CarMax would understand

if Ms. [redacted] chooses another avenue for the marketing and sale of the Vehicle

as she is under no obligation to sell the Vehicle to CarMax.

CarMax appreciates

the opportunity to respond to this complaint and considers this matter closed.

Please contact me

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

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.

Due to the problems I continually had with attempting to use the AC within the first 2 years of attaining my car I refrained from using it out of fear of more issues during that time period in 2013. Not only was Carmax incapable of fixing my problems, resulting in repeated visits, the wait time for "next available" appointments was always at least a week and a half. Even when I dropped the car off for service, diagnostics always took at least 3/4 of the day, which then had to stay overnight so they could actually begin any repairs. Who, today has time to set aside at least a week for frequent repairs. Working two jobs and attending school, I did not have the time to visit Carmax any more often. It was easier and cheaper to not use the AC, the next attempt, was when my car went in to [redacted] for 4 months, my car was unusable and in and out of their repair facility. Even when my car was stalled, with parts blown out and called out of emergency (I clearly wasn't moving my car anywhere) Carmax couldn't "get me in" until 9 days later. Thus, their partner associates at [redacted] took me in same day. So Yes, since around this time last year I have NOT been back to carmax for repairs as has been stated in previous correspondence with Carmax personnel that I did not trust Carmax's capabilities. They could not fix issues the FIRST time, nor the SECOND, and it became obvious Carmax was incapable of either installing non defective parts, or resolving mechanical issues. Who would take their car back to a mechanic who had to repair their own repair??? With warmer weather approaching and the car showing more signs of overheating, I came to the decision to be rid of the car and its continuous problems. I gave Carmax plenty of opportunities to repair my car, which they had not. I then decided to appraise the car and hope its value, including all the troubled history I have had with it, would allow me to break even and walk away. To make matters worse, after their low appraisal, I was now going to have to essentially pay Carmax a few more thousand to take the car off my hands!!? Given that case, I came up with a reasonable solution, of a refund in the amount of money spent on repeated repair costs I had to pay. From their declined response, it sounds as though they take NO responsibility, and stand by their quality of repairs. Shameful. All the money they take from people's payments, deductibles, and funds from repairs, they cannot hold up their responsibilities. Regardless of the outcome I will continue to divert anyone I know looking for vehicles to other trusted and reliable dealers. I have included a picture of the 36 pages of repair history. People literally laugh when I show them my paperwork.

Regards,

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: 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

Review: ON 04/11/2011 I PURCHASED A PRE-DRIVEN [redacted] WITH 33,746 MILES FROM CARMAX IN TINLEY PARK,IL. PRIOR TO FINALIZING THE USED CAR PURCHASE. I PURCHASED AN EXTENDED WARRANTY FOR THE VEHICLE. IN SPITE OF HAVING AN EXTENDED WARRANTY FOR THE VEHICLE I HAVE NEVER GOT A COPY OF THE TERMS/CONDITIONS EVEN WHEN REQUESTING IT FROM CARMAX AND THEIR PARTNER WARRANTY COMPANY (WARRANTY GROUP) WHOM QUESTION AND IS QUESTIONING/DECLINING ONGOING NEEDED REPAIRS (FOR JUST INSTALLING A PLOW GADGET ON VEHICLE THAT IS/NEVER BEEN IN USE) THAT IS UNRELATED TO ME NEGLECTING OR ABUSING THE VEHICLE. HOWEVER SINCE I HAVE HAD THE VEHICLE IN MY POSSESSION OR PRIOR TO PUTTING A PLOW PART ON THE VEHICLE HAVE BEEN SUBJECTED TO ENGINE REPAIRS UNRELATED TO BASIC WEAR AND TEAR OR NEGLECTING /ABUSING THE VEHICLE. FOR INSTANCE JULY 2014 I TOOK THE VEHICLE INTO CARMAX DUE TO THE AN ENGINE MALFUNCTIONING(WITH UNDER 70,000 MILES) AND ENGINE SENSOR LIGHT THAT WOULD NOT GO OFF . CARMAX AT THE TIME HAD TO REPLACE ENGINE VALVE COVER GASKET,VALVE TIMING SIMOLD, & CAM SHAFT SENSOR AND LESS THAT A YEAR LATER THE ENGINE HAS GONE COMPLETELY OUT WITH LESS THAN 80,000 MILES ON IT IN WHICH CARMAX OR WARRANTY COMPANY REFUSE TO SUPPLY ME WARRANTY DISCLOSURES OR TAKE UP BILL OF MOTOR REPLACEMENT . AND CONTRACT I HAVE ARE DIFFERENT FROM THEIR PARTNER WARRANTY GROUP AND THEY HAD ME TAKE THE VEHICLE TO [redacted] DEALER BECAUSE THEY WASN'T ABLE TO SEE IT PROMPTLY AND FORCING ME TO PAY FOR DIAGNOSIS FOR THE CAR WHEN IM NOT SUPPOSE TO PAY UNTIL I AGREE TO PERMITTING SOMEONE TO FIX/REPAIR VEHICLE UNDER WARRANTY. FURTHERMORE THEY EXPECTED THE VEHICLE PRIOR TO REFERRING ME TO AN OUTSIDE DEALER AND NEVER INFORMED ME OF EXCLUDED/OR WARRANTY REVOKE TERMS OF CONTRACT I NEVER GOT A COPY OF EVEN NOW. NOW I'M BEING SUBJECTED TO PAYING OUT OF POCKET FOR BOTH ANOTHER ENGINE,& DIAGNOSES TO FIND OUT ABOUT LEMON VEHICLE THEY CHECKED AT 34,000 AS WELL. THEY MISLEAD ME, SOLD ME A FAULTY WARRANTY & REFUSE TO TAKE ANY ACCOUNTABILITYLocation: 18800 OAKPARK AVE.Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I WANT THEM TO TAKE UP THE COST OF PUTTING IN A NEW ENGINE AND PAYING DIAGNOSTIC CHARGES RENDERED TO ME FROM AN OUTSIDE DEALER. FOR IF THEY WOULD HAVE GIVING ME A COPY OF MY ORIGINAL REAL WARRANTY CONTRACT, I WOULD HAVE BEEN AWARE OF THE TERMS/CONDITIONS OF WARRANTY, TO PREVENT MISHAP

Business

Response:

April 13, 2015

[redacted], Operations Supervisor

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 Tinley Park, IL (“CarMax”)

on April 12th, 2011. In addition to the Vehicle, Mr. [redacted]

elected to purchase a MaxCare extended service plan (“ESP”) for a term of 72

months from the time of sale or 125,000 miles on the odometer of the Vehicle.

In his complaint, Mr.

[redacted] shared details regarding denial of a repair claim by the ESP

administrator. According to his account, a [redacted] dealership diagnosed and

submitted a claim to replace the engine. The claim was denied by the ESP

provider, The Warranty Group, on March 26th, 2015 due the addition

of a snow plow attachment.

CarMax did not include a

plow attachment on the Vehicle at the time of Mr. [redacted]’s purchase. According

to Mr. [redacted], this attachment was added in approximately November of 2014. CarMax

has not performed any repairs to the Vehicle since July 18th, 2014; when

a timing control issue was repaired and covered under the terms of Mr.

[redacted]’s ESP.

In the interest of

customer service, CarMax offered $1,000 in goodwill toward the engine repairs.

This was communicated as an option to Mr. [redacted] on April 10th,

2015. CarMax will not be extending any additional financial goodwill for these

repairs beyond this offer.

Mr. [redacted] also stated

he received no documentation on the terms and conditions of the ESP. CarMax

includes a copy the ESP contract with the paperwork at the time of sale. If Mr.

[redacted] is no longer in possession of this document, CarMax would be happy to

produce a copy of it for his records.

If Mr. [redacted] has

questions specifically related to his ESP, he may contact [redacted].

Thank you

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

Sincerely,

Analyst, CarMax Customer Relations

Review: I purchased a [redacted] with under 50,000 miles on it from CarMax, a used vehicle dealership store in Las Vegas, NV. I love the vehicle and also purchased an extended warranty program MaxCare, an add on service warranty up to 75,000 miles coverage with specific coverage. I am made to believe that a dealership CarMax has done a bumper to bumper point inspection and with that said, I expect not to have major problems in near future. First repair was squeaky brakes. I brought car in, they charged me $72 for diagnostics & I had to spend $11 a day for rental, due to the fact they kept the car for 3 days. I agreed to pay for those menial expenses just to make sure they fix the car right the first time as it's covered under a MaxCare warranty. They didn't charge me any deductibles. Just a week ago certain warning lights came on and brought it back to CarMax just to send me to a Sahara Chrysler dealership who's authorized to repair, now this vehicle has so many repairs which may cost $2500 all in all. Despite the fact I have that MaxCare, I still have to pay deductible of $300. I have owned used cars and NEVER did I experience driving within a year or even little over a year of purchase, did I ever have to spend any amount for major repairs. I believe this car is a LEMON. It sucks up gas and I believe I was sold a very defective automobile by CarMax.

Product_Or_Service: SUV

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Please replace my car with comparable vehicle which sold for $15,500 plus I'm paying installment with interest charges but I'm agonizing with this vehicle since I purchased it with $2000.00 downpayment. I am miserable and despaired from this experience.

Business

Response:

April

24, 2015

Via Electronic Mail

[redacted], Operations Team

Leader

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

writing in response to your letter which forwarded the complaint of [redacted]. On February 15, 2014, Ms. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of West Sahara, NV. In her complaint, Ms. [redacted] is requesting

CarMax replace her vehicle with a comparable vehicle due to repairs that she

has experienced.

As

stated in the complaint, there were mechanical concerns that needed to be

addressed with the Vehicle. The first

issue was concerning Ms. [redacted]’s squeaky brakes. Ms. [redacted] brought the Vehicle to CarMax in

April 2014 for the squeaking and no repair was needed at that time. Ms. [redacted] brought the Vehicle back to CarMax

in July 2014 for the squeaking again and she did pay $72.00 diagnostic charge. CarMax replaced the front brake pads and

rotors, cleaned and adjusted the rear brake shoes, and resurfaced rear

drums. After this repair, Ms. [redacted]

brought the Vehicle back two additional times for rear brake noise. CarMax cleaned and adjusted rear shoes.

Ms.

[redacted] recently brought the Vehicle back to CarMax for a check engine light

concern. CarMax recommended that Ms.

[redacted] take the Vehicle to Chrysler to have the current repairs addressed. Ms. [redacted] stated that the cost of the

repairs were $2,500. She was only responsible for her deductible.

CarMax

declines Ms. [redacted]’s request as set forth in her complaint. CarMax is willing to appraise the Vehicle and

make an offer. If you have any questions, please call me at [redacted], ext

[redacted].

Sincerely,

Customer Relations Analyst

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 took my car to Car Max to be appraised because I was going to sell it to Car Max. After the car was driven and appraised, my alarm, which is factory installed, did not work anymore.Desired Settlement: I would like for them to pay for my alarm to function again. It has to be done by the pontiac dealership because it is factory installed.

Business

Response:

April 10, 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 the [redacted], [redacted], (the “Vehicle”) that was appraised on or about March

13, 2015 at the CarMax store located in Kearny Mesa, California (“CarMax”). In this complaint Mrs. [redacted] is

requesting for CarMax to pay for the Vehicle alarm to be fixed.

According to our records, the Vehicle key fob was not

working properly when Mrs. [redacted] and her husband brought the Vehicle in to

be appraised. Because the key fob was

not working properly, the alarm was not working properly. The CarMax appraiser noted that the key fob

was broken before starting the appraisal.

CarMax did inform Mrs. [redacted] and her husband that CarMax was not

responsible for the failing component, or the repair.

CarMax is declining the settlement request as set forth in

the complaint, and considers this complaint closed.

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

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.

The appraiser/staff member at Car Max did not tell me or my husband that the key fob/remote to my factory installed alarm system was not working. We noticed it when we were attempting to get into our car and the key fob/remote did not work. My husband got upset because there was no staff member around our vehicle to tell us anything.

Additionally, we cannot get into our trunk because it uses the remote system.I was concerned about the staff not acknowledging the possibility that it could have ever occurred and flat out saying it was already broken. It was not broken. I came to Car Max to get my car appraised with the possibility of selling it. After the inspection, Car Max appraised my car at $3000.00. I decided not to sell it and when I went back to my car I noticed the key fob that remotely activates my alarm system, opens the doors, and opens my trunk was not working. We had to use the key to get in the vehicle, but there is no trunk key to my vehicle.If Car Max will admit and pay for the damage they caused to my vehicle instead of just calling me a liar, I will go to Small Claims Court. I am not going to be heldResponsible or accountable and financially responsible for something I did not cause.

I recently bought a car from CARMAX, a company that been growing strong in the last few years.They might make buying a car easy, But buyer beware of this company's false tactics. We all heard about how negligent they have been in telling buyers of cars with recalls.. But I found also their so called CARMAX 125-point in quality inspection is [redacted]! I bought a used car with 36 thousand mile on it and was given a 30 warranty, a week after the 30 days the battery went completely dead.. I was told the battery was bad by two mechanics.I try to call Carmax for two days and the Carmax Manager wouldn't even return my calls .. I was stuck and had to buy a new battery. Carmax refused to make any compensation What reputable dealership would treat their customers this way ! They are all nice till after you buy a car from them, then try to get some service!

A reputable dealership won't put bad parts in a car either would they? The battery was to small for the car so it looks like they replace parts with inexpensive faultily parts, and will not help you at all if they go bad.. Carmax basically told me to [redacted] off it's a week over your 30 days...My advice to you is don't buy a car from Carmax they are not to be trusted. Buy your car form a reputable dealership who cares about their customers. And if you don't believe me Check out some of their reviews! [redacted]

Review: I bought this vehicle from Carmax expecting to get a reliable car because of the way Carmax advertises how well they thorughly inspect all of their cars. I bought the car from the [redacted] Location 12/20/2012. On 11/29/2013 my car stalled on me and I had it towed to the [redacted] location (which is closest to me). After having my car for twelve days they explained to me that my warranty did not cover something that I obviously can not control. If the car was thoroughly inspected then why wasn't pulled off the lot before selling for corosion of the wires? There after I took the car to [redacted] and the manufacturer warranty would not cover the charges either. I feel like this is not my fault especially since I have only had the car one year.Desired Settlement: I am financed thru Carmax company. I do not mind paying for a car under the agreement that was signed on 12/20/12. I just want another vehicle since the [redacted] has been dismantled twice. To have to pay for the maintnence and $4,000 worth of repairs is obstainat this point since the car is only one year old from purchased date.

Business

Response:

February 7, 2014

Review: They said they tried to fix the suspension 3 times and it's still tilting. A burning smell when you turn the heat on. The had to fix lights on the right side and it's still not fixed. They had the car for 19 days and the issue is still not fixed. They refuse to send the car to the [redacted] dealership because they have said they cannot fix it. All these issues are covered under warranty and they still have not fixed any of the problems after having the car for a total of over 3 times.Location: Hartford, CTMake: [redacted]Model: Owner/Co-Ownder? YesDesired Settlement: I would like for my car to be fixed the way that it is supposed to be fixed.

Business

Response:

March 17, 2015

Devan Mann

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MS. [redacted]

Dear Mrs [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Ms. [redacted] regarding the [redacted], [redacted] (the

“Vehicle”) that was purchased on or about July 31, 2012 from the CarMax

store located in Hartford, Connecticut (“CarMax”). At the time of purchase, Ms. [redacted] did buy

the MaxCare Extended Service Plan (“MaxCare”) valid for a period of 72 months

or 100,000 miles, whichever occurs first.

In this complaint, Ms. [redacted] is requesting the Vehicle be repaired.

Ms. [redacted] advised CarMax about concerns of the Vehicle

leaning to the left and a burning smell on or about January 19, 2015. CarMax serviced the Vehicle on or about

January 22, 2015 by replacing ride control components, oil filter housing,

engine cooler gaskets and engine pulleys and tensioners. All repairs were covered under MaxCare. Ms. [redacted] brought the Vehicle back with

concerns of the Vehicle leaning to the left on or about February 3, 2015.

CarMax replaced the rear air springs under MaxCare and waived the deductible as

a gesture of goodwill. Ms. [redacted]

advised CarMax of suspension noise and a burning smell on or about February 25,

2015. CarMax’s diagnosis was a leak in

the valve cover gaskets. At that time,

MaxCare had expired due to the Vehicle odometer reading over 100,000 miles. Ms. [redacted] declined any recommended repairs

on the Vehicle. CarMax advised Ms.

[redacted] we would pay for a diagnosis if she took the Vehicle to a [redacted] Dealership for a second opinion as a gesture of goodwill. CarMax received documentation that a second

opinion was given by [redacted] advising that the compressor for the ride

control module failed due to corrosion.

The cost of this diagnosis was covered by CarMax as previously offered.

CarMax considers the settlement request as set forth in the

complaint resolved with the aforementioned gestures of goodwill. CarMax is offering to provide a quote of

repair costs and perform any necessary repairs to the Vehicle at Ms. [redacted]’s

expense.

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

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,

Review: I've had nothing but problems with the vehicle since I have purchased it on February 17, 2015. There was a major oil leak in the car that I found within the first 3 days of purchase. I immediately called CarMax to make an appointment to fix it. I was told there would be an open appointment in the following two weeks. There were no appointments sooner. Then it took another week for them to complete the repairs. After the repairs were completed I was already out of the 30 day warranty and I confirmed that I would be able to extend that warranty because it took so long to get an appointment and to get the car fixed. I spoke with [redacted], who told me I would not be able to take the car to an [redacted] dealership for evaluation. I was told I would have to take the car to one of CarMax's independent repair shops for evaluation. I called several times to get information on who to take the car to for another evaluation and never got a call back. Thereafter, the car would not start 4 times. I had to have AAA jump start the battery 3 times and finally, the fourth time, I had to have the car towed to the nearest dealership to get it fixed. I have taken the car back to CarMax twice to get them to fix this particular problem. I made note of this fact with CarMax Corporate. I finally took it to the [redacted] dealership in Downtown LA and had to pay several hundred dollars to get the battery replaced. I later found out that the car not starting was a problem before I purchased the car and a new battery was place in the car several days before purchase. This note was made on the car service history which was faxed to me on August 11, 2015. Finally, a day after I had the battery replaced the module had to be replaced. The power steering and A/C stopped working while I was driving. My car has been with [redacted] of Downtown LA for over a week, not only to get the car fixed properly, but to get CarMax warranty service to finally approve the repairs after several calls from me and [redacted].Location: Inglewood, CAMake: [redacted]Model: **Owner/Co-Ownder? NoDesired Settlement: I would like CarMax, INC. to purchase the car back from me in full. Also, refund any and all repair costs, including car rental cost while the car was in for repairs, down payment and any other costs associated with this car are also requested to be refunded.

Business

Response:

September 10, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

[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 Los Angeles, CA (“CarMax”) on February

17th, 2015. At that time, Ms. [redacted] also elected to purchase a

MaxCare Extended Service Plan (“ESP”) for a term of 60 months and until the

Vehicle exceeded 75,000 miles.

CarMax

spoke to Ms. [redacted] on several different occasions about a no-start concern

on the Vehicle. CarMax was unable to duplicate the concern on June 26th,

2015. CarMax has not had the opportunity to diagnose any additional repairs

with the Vehicle since that time.

CarMax

replaced the battery in the reconditioning process prior to Ms. [redacted]

purchase, and the part was installed with a warranty extended by the vendor

CarMax used to purchase the part. As was communicated to Ms. [redacted] on

August 11th, 2015, CarMax will continue to honor any remaining

concerns with the warranty which accompanies any completed repair. Ms.

[redacted] may also utilize her ESP for any additional or new service concerns

which may arise.

CarMax

appraised and offered to purchase the Vehicle at the request of Ms. [redacted] on June 26th, 2015, with an offer of $22,000.00. Ms. [redacted] elected not to sell the Vehicle at that time. As the Vehicle is well outside

the five day money back guarantee, CarMax declines to take return of the

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

would be happy to complete another appraisal offer.

If

Ms. [redacted] has 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.

This is an unacceptable “resolution” to the issues I have been having with the vehicle since purchase in February. Since, the first problem with the rear main seal leaking, which I found within 3 days of purchase, this vehicle has been a problem CarMax refuses to take responsibility for.As to the response, “CarMax spoke to Ms. [redacted] on several different occasions about a no-start concern on the vehicle. CarMax was unable to duplicate the concern on June 26th, 2015. CarMax has not had the opportunity to diagnose any additional repairs with the Vehicle since that time.” I have taken the vehicle to CarMax for evaluation several times. Most in which, they have refused to examine the problems. I call the managers to make appointments and I receive no call back.The fourth time the carwould not start I took it to an [redacted] dealer who did find the problem and fix the problem. During this time I have taken the car back to CarMax twice and called several times to ask them to help me with the problems. I have attached the repair receipt (Document name: “8_11_15 repair receipt.pdf) where is clearly states, “Customer states the vehicle won’t start. Check and found the vehicle with low battery charge. Needed to be jumped to get started. Check battery and found faulty. Found aftermarket battery installed. Installed new battery and battery adaptations.” Since, the dealer installed the correct [redacted] battery into the vehicle AND programmed the battery properly the vehicle has started consistently.Also, please note, on 8/11/15 I was faxed a copy of the vehicle service history. On it, the history states that the battery was replaced because it was faulty and would not start the car or hold a charge. Please see the section dated 2/11/15 in attachment (Document name: “Repair History.pdf”) Therefore, the problems with the vehicle not starting was an issue BEFORE I purchased the car. The [redacted] dealer found the problem that CarMax refused to take care of and claimed to not be able to find. This was a very costly and time consuming process that I had to take time off work to deal with and paid for out of my pocket.As to the response “CarMax replaced the battery in the reconditioning process prior to Ms. [redacted] purchase, and the part was installed with a warranty extended by the vendor CarMax used to purchase the part. As was communicated to Ms. [redacted] on August 11th, 2015, CarMax will continue to honor any remaining concerns with the warranty which accompanies any completed repair. Ms. [redacted] may also utilize her ESP for any additional or new service concerns which may arise.” I‘ve had to take the vehicle to CarMax on several occasions, the last for the battery problems. CarMax refuse to examine the problem until I called the corporate office and offered to sell the car back to them.This has been a very frustrating and costly vehicle purchase process in which CarMax’s customer service is lacking. It is also, frustrating that CarMax would not see all of the problems listed and not take the time to come to an equitable solution. Instead, as usual, CarMax has decided to do nothing but give poor customer service in response to the lack of thorough vehicle inspection they claim to executed before selling vehicles to unsuspecting consumers. I urge CarMax to reevaluate the situation and come up with an equitable solution.

Regards,

Review: I purchased a vehicle from Car Max on August 15, 2013. I was told that the vehicle had a clean Car Fax, no accidents. When I traded in the vehicle at a dealership today (not car max), the Car Fax shows that the car had been in an accident while it was for sale. I purchased the car and was never told about the accident, so I overpaid for the car and received a low trade in because they never reported the accident to me. I believe that the accident should have been disclosed to me, and that Car Max acted unethically.Desired Settlement: A refund of the price difference that I would have paid if the accident had been disclosed, and what I actually paid.

Business

Response:

August 12, 2014

Review: We purchased an an extended warranty for our vehicle, and had a transmission problem that was deemed to be covered. CarMax serviced it, but failed to resolve the problem. causing us to bring the car back in. As part of the warranty we paid for, we were afforded a rental car through [redacted]. The rental, for 5 days beginning 2/21/2014, cost $184.80. On September 4th, 2014, I received a letter from [redacted] that indicated "several requests for the payment of the car rental charges have been made" to CarMax, but they failed to submit payment. I called CarMax and advised them of this letter and faxed a copy to them. I was told it would be taken care of. On June 15th, 2015, I received a letter in the mail from [redacted], [redacted], a collection agency, requesting payment. On June 19th I called CarMax and spoke with Nicksha, who promised me a call back within 2 days. Having received no call back, I continued to call CarMax to resolve this issue. On July 3rd I was told to fax the letter to [redacted] who would call me back. I called every day seeking information or confirmation of receipt. On July 8th, [redacted] Vega called me to indicate that she had received my letter. She indicated that her corporate office would cut a check to [redacted] "tomorrow, maybe today." Additionally, she would check with her legal department to see if they could issue me a letter of apology for my files (in case I needed to combat a negative credit report). Over the next month, I made 7 calls to [redacted] seeking information on the status of my complaint. On August 10th, [redacted] emailed me that "payment will be processed today for payment tomorrow." On August 11th, the bill is still outstanding and [redacted] indicated that her corporate office has not returned her email or voice mail.Location: Make: Model: Owner/Co-Ownder? Desired Settlement: I would like CarMax to satisfy the outstanding debit with [redacted] and provide me with confirmation of such. I would also like CarMax to provide to me a letter of apology, taking responsibility for causing this potentially negative credit action and acknowledging my effort expended, time invested, and frustration suffered as the result of their carelessness and negligence.

Business

Response:

August 27, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID

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

Dear Mrs. [redacted]:

I am writing

you in response to your letter dated August 11, 2015, wherein you forwarded a

complaint from [redacted].

CarMax’s records indicate that we have been in

communication with Mr. and Mrs. [redacted] regarding this matter, and have addressed

their concerns. Mr. and Mrs. [redacted] were

satisfied with CarMax’s resolution.

CarMax appreciates the opportunity to respond,

and considers this complaint closed.

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

questions you may have.

Sincerely,

Analyst, Executive Response Team

Review: In December 2013, right before I got married I purchased a car at the CarMax [redacted] location under my maiden name ([redacted]). Immediately after purchasing the vehicle, it spent the majority of its 30 day warranty in the CarMax service center. It had a myriad of problems including: defective brakes, electrical components not working properly, electronics under passenger seat not working, sunroof assembly had to be completely replaced, washer fluid pump did not work (this repair was done 3 or 4 times) I don't know whether they put broken parts in repeatedly or if the service people are just that poorly trained at this location. I also mentioned that the tailgate was very hard to open, but was told there was nothing they could do about that an no further investigation was done into that problem. I would also like to add that after my car had been in the shop for about 10 days getting the sunroof replaced there were now oil stains on the headlining of my newly purchased vehicle. At that point I did not bring it back or call CarMax about this new problem due to my exasperation at multiple repairs done incorrectly prior to this event. I just wanted to be done going to the service center. Unfortunately my troubles with CarMax seem to continue. Now we are about 7 months into the ownership of the vehicle and I am told that a mechanism in the tailgate is broken and that both of the bearings on my front wheels need replacing. I feel that these bearings were something that should have been replaced while the 125 point inspection took place. These parts are not things that fail this quickly, the last set of bearings I put on a car was well over 100k miles. I took it to an independent mechanic to be looked at and he said it was highly suspicious that the bearings were as bad as they were for the mileage on the vehicle. I feel completely scammed in the purchase of this vehicle. It is only right for CarMax to stand behind their product and their "inspection" and repair the bearings and the tailgate mechanism at no additional cost to me. After all the problems I have had with this vehicle, I really do not believe it was inspected at all. I feel like they falsely advertised that they sell quality used cars and I feel like there business practices are deceptive and unscrupulous. I look forward to hearing from you regarding these necessary repairs to my vehicle.Desired Settlement: I would like CarMax to repair my car at no additional cost to me. The total cost of the repair for both ball bearings and tailgate mechanism is $369.77.

Business

Response:

August 5, 2014

Review: To who this may concern,

I purchased a [redacted] on July 10, 2015 from the Carmax in St. Peter's, MO, I believed I was getting a good deal but was hesitant to get rid of my truck for the extremely low offer presented ($7500). After some thinking I had let the salesman influence my decision under the agreement that he would have a seat that appeared to have a stain in it conditioned to look new, I agreed with [redacted] and hesitantly went with the car.

That next week passes by and I decided to get the "stain" removed from the seat and the headliner cleaned. The Service Guy, ** told me upon doing some cleaning that it was not a stain but a cigarette burn. I left pretty upset basing my facts on [redacted] agreed to have the seat looking flawless and new. I decided I would get on my way and left.

Later that month on my birthday I washed my car after returning home from a long week on duty and noticed the center tail light in the trunk looked off, I tried cleaning it but it was no use so I presented the Car back to ** where he told me he couldn't help me even though that part was an assembly covered by the warranty and there was clearly fault in it.

This is when things heated up. I brought the car back considering trading back in given the fact I was tired of not getting the service help I needed and getting exactly what I told [redacted] I didn't want. As I was walking around I asked about the green [redacted] I had traded in (under the impression I wasn't a previous owner) and the salesman asked further to identify the truck, then when we finally got it down he laughed and told me "[redacted] got that for a steal from a guy then Josh bought it right off the lot. Only paid 7500 for it the owner clearly didn't think that one through at all!" My blood began to boil as I left. Then I called back demanding my car be taken care of. After no further help I advised if this keeps on I'll get a lawyer then Carmax refused to help me or honor my warranty.[redacted]

[redacted]Desired Settlement: In order to be satisfied with my purchase I require to have my seats reconditioned or replaced, I also require to have my Center tail light replaced with a proper replacement. Alongside that I will need my check engine light diagnosed and fixed and I would like verbal explanation to why the salesman offered so low to describe his coworker buddy buying it as a "steal". As a Local Emergency Responder in the community I trust my community businesses to take care of me when I need it. This is not doing so and I hope you as leadership understand and agree with me.

Business

Response:

August 21, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Complaint ID

Dear Mrs. [redacted]:

I am writing

you in response to your letter dated August 8, 2015, wherein you forwarded a

complaint from [redacted].

At the present time, CarMax is working with

Mr. [redacted] to resolve the Vehicle’s concerns, and has agreed to replace the

affected areas of the seat. In addition,

CarMax sent the Vehicle to the Dodge dealership on or about August 20, 2015 to

diagnose the check engine light under the Vehicle’s manufacturer warranty. The diagnosis of the check engine light concern

has yet to be determined. However,

should Mr. [redacted] have any additional questions or concerns, CarMax encourages

Mr. [redacted] to contact the Operations Manager at [redacted]

CarMax has also communicated Mr. [redacted] feedback

regarding the interaction that he had with the Sales Consultant and will be

sure that the feedback is addressed appropriately.

CarMax appreciates the opportunity to respond

to this complaint and considers this matter resolved.

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

questions you may have.

Sincerely,

Review: I had always heard good things about Carmax through their advertising. They SEEMED as though they wanted to help the customer. They claim that they do a full 5-point inspection of all the vehicles and restore them to feel like a brand new car before you drive it off the lot. I purchased a [redacted] from them about 2 months ago and I did not receive this kind of experience. This was my first car from Carmax. Normally I am extremely loyal to [redacted]. When you buy a car from [redacted] they make sure to put brand new mats in the car, change the oil, put brand new tires on the car, etc. If you have a scratch or something you are not happy with they will buff it out or fix it for you so you never feel like you are buying a used car. When purchasing my [redacted] from Carmax I was reminded several times that I should accept the condition the car was in because it was USED. Understandable to an extent!!! I saw a scratch on the bumper and was reminded that this was a USED car. They handed me a dead clicker and was reminded that this was a USED car. The car already needed to have the oil changed and guess what, This was a USED car so I needed to take care of the $100.00 oil change myself after instantly driving it off the lot. ( Like I already hadn't paid enough).

The one thing I was extremely unhappy with when purchasing the car was the condition the tires were in. They were extremely bald, over used, and had big gashes out of the sides as though someone had taken a knife to them trying to penetrate through the thick rubber or maybe even drove them into a couple of curbs. I let everything else slide but I voiced this concern about the tires to not only my sales rep but the service department and the service department manager, [redacted] I also have a few friends that work at Carmax who were working at the time. They all told me that they would have [redacted] look at the tires and AGREED that they were in very rough shape. [redacted] went back and claimed he looked at the tires and that these tires passed their test and should still go another 30,000 miles.

Since purchasing the car I haven't even driven 3,000 miles. The tires are so bad my fiancé thought we should rotate them to see if it helped. I took it to [redacted] hoping they could help they told me they couldn't rotate them because the tires are so bald and damaged. I had Discount Tire look at them as well and they said there is no way these tires should have passed any company's inspection even 3,000 miles ago unless the company was just ripping people off. An older man there told me that the tires are so unsafe he wouldn't let his daughter drive that car.

I am curious why these tires would pass Carmax's inspection but not 2 other very well established companies inspections. What kind of standards could Carmax possibly have? They let people drive off the lot in unsafe vehicles and put peoples lives at risk so a multi-billion dollar company can save a couple bucks? This is ridiculous and extremely disappointing. I do not believe that I should have to find an extra $900 dollars to replace the tires when Carmax should have provided me with safe and reliable tires from the start. Not tires that were so bad I would have to leave Carmax looking for new ones before even making my first car payment. I put a lot of time, energy, and money into my purchase and expected to receive a quality product from Carmax. I don't care if the car is USED you do not let people drive off the lot in an unsafe vehicle. That is extremely bad business!Desired Settlement: I would like all four tires to be replaced since they are clearly in an unacceptable condition.

Business

Response:

August 5, 2014

Review: To whomever it may concern,

My name is [redacted] a retired, disabled US [redacted] soldier, I found a point in my life where I wanted to get something "nice" for myself, that came in the form of a beautiful [redacted] at CAR MAX, however it has turned into something extremely stressful in my life.

Almost to the day one year ago February, 18, 2014 I bought a car from CAR MAX, I put down $9,000.00. I also bought the extended warranty. As of February 3, 2015 I have driven my car around 3,000 miles off and on over 1 year, and had the car in my possession at best 3 months off and on for 1 year, the rest has been in the service department at CAR MAX or people Car Max has sent it to.

I never took delivery of my car when I bought it, as delivered it was broken and needing repaired despite the "New" Virgina inspection. The car was transferred from MD and needed inspected for VA. It was over a month before I got my car after I bought it, 4 hours after getting it the engine bent a rod in traffic...

After some time I got my car back I drove it a short time before finding a bad oil leak, CAR MAX once again got my car, and upon return to me was damaged, scratches on the driver side of the car, torn hood weather seals, missing under hood bolts, leaking coolant and worst of all bolts falling out of the engine, the bolts that hold the engine to the transmission! The car even lost massive amounts of MPG, my car now gets the same gas mileage as a [redacted] truck, well below what I was getting and well below the factory MPG, on top of that the transmission started to slip it was like getting hit from behind, as the transmission suddenly would grab.

I even took the extra step to drive the car with a mechanic and a CAR MAX service person, both of them driving my car noticed the issue. After getting a call to pick my car up no mention of any transmission work was done, I took a Car Max employe with me BACK to the dealership and during the drive the CAR MAX employe noticed the issue, however at the dealership CAR MAX sent it to they didn't know what the problem was, so they didn't write or do anything about it! Going back to said dealership the mechanic said all they could do is replace the transmission...

Upon contacting and face to face talking to [redacted] the [redacted] at CAR MAX he offered to take it again and send it to another place, he assured me I would be taken care of and work something out with an "apressial". As of February 2nd I have been offered an insult of a part of what I paid for the car I maybe put 3,000 miles on spot driving over a year!

Along with the issues said above the car has been suffering from window glass being scratched up inside the door, numerous speaker issues that have required several replacements, rattling door panels, on and off "Service Engine Soon" light, heater controls that turn the AC on, heat that wont cool down, steering parts replaced, seat belt issues, coolant leaks and random little things that keep popping up enough to keep me IN the car..

During the time CAR MAX has had my car 100s of miles have put on it, in just one service over 120 miles were put on the car, and returned with an 1/4 tank of gas from a full tank of 93. Yet again another service issues put my car in the hands of a guy who drove it around every morning for 2 weeks!

I have let CAR MAX try to make good on this, and in this time I have not been able to travel to see family who has been sick, and unfortunately when they passed I was not able to travel to even get to the funeral. Buying a car from Car Max has put great stress on my life, and despite buying a low mile car with a warranty and putting $9,000.00, just about all my savings, on a car CAR MAX sold me, I have been offered to get out of this nightmare at a massive money loss!

CAR MAX has failed to fix the issues with a car they sold me, at this point CAR MAX , by my view is attempting to buy back the car at almost a 10 grand loss to me.

I have already paid for repairs to CAR MAX and lost money on an oil change and several engine cleanings to get rid of the smell of coolant..

I want CAR MAX to take back the disaster they sold me! I am not a poor sport and I understand "things" happen, I will work with CAR MAX to a satisfactory end to this.Location: [redacted]Make: [redacted]Model: **Owner/Co-Ownder? YesDesired Settlement: I have missed visiting family before they died because of CAR MAX, not even able to travel to the funeral!

The car is a LOADED [redacted], the loner cars cant be taken out of state and are bare bone, I'm and at 6'4" I hardly fit in them.

I have given more time then anyone should have twice over, I want CAR MAX to take back the disaster they sold me! I am not a poor sport and I understand "things" happen, I will work with CAR MAX to a satisfactory end to this.

Business

Response:

February 6, 2015

Review: I sold my car to Carmax on August 19th 2014. I received Toll Road Violations in the total of $2918.59, The violations were made on November of 2014 a few month after I sold them my car.

I have been called and harassed numerous times by The Toll Roads company to pay the fines or get CarMax to take care of it.

I contacted CarMax 4 times and the response was unfavorable, they asked me to bring the violations to CarMax, I explained that I have just gotten out of a surgery and I can't drive and if I can email it or fax it, the lady on the phone said you have to bring it in.

Normally I would do that if it was my fault, but why do I have to go through the troubles if this is clearly not my fault, CarMax has shown no interest to resolve the issue and now I'm stuck with The Toll Roads violations nearly 3000 dollars to pay or they will continue to chase me until there is a resolution.

After calling many times and requesting to speak with a supervisor or a manager I finally spoke with [redacted] whom asked me to email her the list of violations, I did that and then called a few days later for an update they advised me that they have forwarded the violations to the corporate office to dispute them.

I'm thinking this doesn't feel like the issue has been resolved nor will it be resolved any time soon since there is a dispute involved, mean while the violations continue to be under my name and The Toll Roads will continue to consider those violation my fault.

I feel like CarMax is very friendly and helpful during a sale but now that there is issues they don't seem to want to help in anyway, I purchased 2 cars and sold 2 cars to CarMax in the past and referred a lot of my friends and family to CarMax, I don't think I will be doing more of that in the future if I don't feel like CarMax really cares and are taking serious steps to address this issue ASAP.Desired Settlement: I would like for CarMax to address those violations ASAP and confirm that they have been removed from my name, I really don't care if CarMax will dispute, pay or ignore those violations as long as they are not under my name any more.

I would like an official letter from CarMax stating that they purchased the car from me at this date and that they are responsible for the violations and/or communicate directly with the Toll Roads (phone provided below) and update me with the resolution.

Note: After being on the phone for hours with The Toll Roads I spoke with a manager by the name [redacted] and his number is [redacted], he mentioned that if CarMax would like to resolve this issue that they should call him or anyone on his department.

Business

Response:

February 5, 2015