CarMax , Inc.

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

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

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

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

Business

Response:

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

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

Business

Response:

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

Review: 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.

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

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

Business

Response:

September 15,

2015

720 Moorefield

Park Drive, Suite 300

Richmond,

Virginia 23236

Re: [redacted]

Complaint

ID [redacted]

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

Dear Mrs. [redacted]:

I am writing in response to your

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

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

four tires on the Vehicle at no cost.

CarMax’s records indicate that all

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

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

discounted cost. Ms. [redacted] declined

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

August 31, 2015.

CarMax appreciates the opportunity to

respond to this complaint and considers this matter resolved.

Please contact me

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

Sincerely,

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

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

Business

Response:

October 14, 2015

[redacted], Operations Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

VIN:

[redacted] (“the Vehicle”)

Dear Mrs. [redacted],

Thank

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

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

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

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

miles with a deductible of $50.00.

In

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

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

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

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

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

Ms.

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

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

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

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

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

These repairs would not be covered under the limited warranty.

Ms.

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

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

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

responded to attempts to contact her.

CarMax

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

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

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

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

Sincerely,

Analyst, CarMax Customer Relations

Consumer

Response:

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

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

Regards,

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: Bought a 2011 [redacted] from CARMAX whic is carmax Certified with 120 point inspection which is not true. I now doubt if carmax have done any imspection.

Bought a 2011 [redacted] from CARMAX which has rock chips in front (bonet) and many small chips in windshield. This was never told to me while purchasing. In their recent service I did identify the rock chips in car however they did not mention anything about other small chips on windshield and front hood (bonet) and they returned the car very dirty. I paid about 33k for this car and I expect all these major issues to be identified and told before purchase. What is the point of CARMAX certified inspection which does not identify these issues - including A/c filter was not changed. I can see carmax did try to rectify the front bonet rock chips however its badly done. I can send in photographs of the chip.

I want carmax either to recitify these issues immediately for me with no cost to me or compensate me with a refund or allow me to purchase another car in stock with them. This is my second car purchase with carmax and this time I have no time to frequently take my car for service for these issues which never gets rectified the first time. I am not at all happy with the purchase. Sorry to say but this time my experience has been really bad with purchase car @ carmax. I purchased the car on 3rd June 2013 from Carmax - [redacted] with F package .

Kindly call me or email me if any further details required from my end.

Model [redacted] IS

Vin: [redacted]

Regards

[redacted]Desired Settlement: I want carmax either to recitify these issues immediately for me with no cost to me or compensate me with a refund or allow me to purchase another car in stock with them.

Business

Response:

July 12, 2013

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

Review: I am writing to discuss a grievance that I have with carmax accounting. I registered for direct payment with their company after making a few payments for convenience purposes. I registered for my payments on the 7th. Every month for the past 2 years, my account has made payment without issue, and I thought all was well. You would think that when register for any system online to make payment, that it would be setup in a way that it would make the payments for the correct month. My bill being due on the 28th of every month, they system should have debited for that month to keep me current or moved the date to the appropriate day. I come to find out that rather then paying to keep current, as every system should/would do, this system was debiting me every month like clock work for the previous month, which of course means a late fee. $26 every month. Was I a poor guy struggling to make payments, OF COURSE NOT, my payments are made every month like clock work without issue! Did they bother to send me a statement with monthly balance showing that I was paying late fees, NOPE! They just happily collected the extra money every month for almost 2 years. When I realized what was going on, I of course called them to try to remedy the situation. Did they help me, nope. They refused to correct the date for me on the phone. Instead they told me that it was up to me to go online and change the dates. All in all, poor customer service and intentionally deceptive business practices for monetary gain.Desired Settlement: While I do not request any settlement, it would be nice if they would first fix there system that apparently allows people to register for a payment that only the system knows is a late payment, and it would be nice if they realized the error of their ways and applied the money they took from me in late charges and applied it to balance.

Business

Response:

August 2, 2013

Review: The warranty card I recevied when I purchased my vehicle stated I had a warranty till 106,279 miles or 6-5-2014. I had a waranty issue and took my vehicle in for reparir today 7-15-13 and they stated my warranty expired at 96,279 miles, vehicle currently showes 101,889 miles. The warranty card is the only thing I have stating warranty info.Desired Settlement: Would like vehicle repaird under the warranty I was giving, or reimbursed for the repairs. I will have to have it repaired soon as its my only vehicle.

Business

Response:

August 23, 2013

Review: We were high pressured into purchasing an extended warranty and after saying no several times, we agreed because the salesperson told us over and over if we decided later to cancel we could at any time and they would give us our money back. This increase our payment by aprox. $30 per month. Well they won't give me the money back. So we tried to cancel and we were told that because we finance the vehicle and warranty that we couldn't get our money back. Then we were told if we cancelled that they would send a check to the finance company and that this would not change our payment.

So now we don't get the money back and were never told that it would go to the finance company. I called my finance company and they said that they didn't know anything about "needing to get the money sent to them because it was financed" They stated that they had nothing to do with it. The financed amount was the financed amount and they weren't going to reduce the financed amount to reduce the payment. They also stated that they had never received any payment. I called the Roseville Carmax and they said that no payment could be found in the system and they don't show any payment sent to our finance company. Our finance company is [redacted].Desired Settlement: I want the amount refunded to me. I should be able to purchase an extended warranty through Volvo if I want as it is more comprehensive or I should be able to forward it to Ally as payments since it is my loan. I don't think Carmax should be able to mislead me on the way the warranty works and how the return would be handled. In additon they haven't eve done what they said they would do. They have $1600 dollars that I am required to pay on and neither me or the finance company had the funds.

Business

Response:

October 3, 2012

Review: Carmax in Schaumburg,IL. sold us the wrong car without our knowledge. It took them 2 days to realize their huge mistake. They called us to inform us of their error and told us we needed to come back to Carmax and either return the car we took home (which was not the car we signed papers on) or we could come and take the car we signed papers on which was still on their lot. Iwas in shock and couldn"t understand how this could happen. They explained it was their error and the VIN# was never checked on the car we wanted to buy. They just looked up a [redacted] on their computer that was silver and assumed it was the car we test drove. The error was made because there were a few [redacted] on their lot in silver. It was negligence on their part not to verify the Vin# on the car we test drove and ompare it with the VIN# on the contract. We had to leave work early and take 3 hours out of our time to go back to Carmax and return the wrong car and buy the correct car. It was a hassle indeed. All Carmax was willing to offer us was a $100 service certicate to come back and have oil changes or repairs done on our car. It makes me nervous evening going back their when they screwed up to begin with. We sent a complaint to Carmax's home office and a sales manager from Carmax called us back 2 days later. I went over the whole situation and he said he would look into it and call us back with in 2 days. He never called back. I gave him 14 days to respond and at that point my husband called and let a message saying he was disappointed in the no call back and at there lack of response to our grevience. To this day we have not heard back from Carmax!Desired Settlement: I would like my husband and I to be compensated for our lost work hours in having to go back to Carmax to return and re-do all the paperwork. I would also like the $100 service credit to Carmax service center to be in the form of money we can use anywhere, because I do not trust Carmax at this point. I believe $300.00 is a fair compensation for this mistake on the part of Carmax

Business

Response:

October 2, 2013

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: We were sold a car 4 months ago and it is our belief that it was not given the proper check by CarMax unlined by their guarantee promised.

We bought a [redacted] back in August from CarMax at the Orlando Location near the airport. We have bought cars there before and had a great experience but this time around it was not the case. We test drove the car and it had a slight shake on the right side....sales rep ([redacted]) said it could be the tires so we took his word for it. My wife loved the car so we continued with the buying process. [redacted] was getting the shake on the right side looked at ( for a couple of days) and it was determined that it was some bolts loose on the tire..... yikes! We took it home for a day and on the way home it started to shake again we called them back and we asked to perhaps look for another car because it was not a good feeling about the shake. [redacted] was great about he went out and got us another car ( a black [redacted]) but we did not love it. We decided to keep it and [redacted] sent it back to the shop and they gave us a rental while the shake was looked at again (second time). This was now mid September and we finally had our car. All was well with the car until Mid January we started getting a light turn on the car B1 which was determined that it was a routine oil change no big deal. Then there was a B16 light. We were going out as a family on Friday night and as we pulled out of the drive way a noise like a clanking sound was coming from the middle of the front and back. We were afraid to drive it so we called CarMax to look at it. We had the car towed to CarMax and [redacted] the service rep told us that they would not look at it because it had to be looked at by [redacted] since it was still under warranty. I was assuming that CarMax trusted [redacted] or else they would not have recommended to send it there. [redacted] looked at the car and we were in complete shock to hear that the rear rotors were pleaded and rusted badly, rotors were already resurfaced and were still making noise, front pads not [redacted]( after market), all the breaks were all rusted and in bad shape and pulsating with liquid coming out of them. This did not happen in three-four months. We did not drive the car through any condition or enough to cause this to happen. This would be the third incident with this car which I believe once again it was not checked properly. The safety of family was at stake which was upsets me the most but to not stand by your guarantee as you boast so highly to costumer about is completely negligent. CarMax has washed their hands from it our problem now if we want to fix it we can choose to but from what [redacted] has told us experts on their cars and sent to us by CarMax the breaks were not checked and sold in bad condition to us. We look to be compensated because we are hostages right now my wife's life depends on going to dr. visits and seeking medical attention as she is disabled and I work quite a bit. Our lives have been made difficult because of this situation and CarMax does not care. We need help before we seek legal action which will cost more than replacing the breaks but the idea that a company can get away with this corrupt and does not sit well with us.

please let us know what you can do thank you and God bless.Desired Settlement: All we want is to get our car looked at and repaired like it should have been sold to us. We just want CarMax to do the right thing. The break were not in any condition to be sold and they should have replaced them.

Business

Response:

February 20, 2014

Via Electronic Mail

<st1:place w:st="on">[redacted], Operations Supervisor

Revdex.com

<st1:street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive, Suite 300

Re: [redacted]

Dear [redacted]:

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

On August 23, 2013 [redacted] purchased a [redacted], VIN [redacted] (THE “Vehicle”) from CarMax in <st1:place w:st="on"><st1:city w:st="on">Orlando, <st1:state w:st="on">Florida. In his desired settlement [redacted] stated he wanted the brakes replaced.

[redacted] heard noises from underneath the car. Vehicle was towed to CarMax. We sent the vehicle to [redacted] because it was still under Manufactures warranty. [redacted] told them the brakes were in bad shape. CarMax offered to go get the vehicle and do the work at CarMax for one half the price. [redacted] sent email to CarMax that he had decided to let [redacted] fix this horrible mess. He still felt CarMax should be responsible.

CarMax does decline the request to pay for brake repair at [redacted].

Should you have any additional questions regarding this matter, pleas contact me directly at [redacted], extension [redacted]. Thank you for providing CarMax with tha opportunity to respond.

Sincerely,

Sr. 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.

They took no ownership of selling us a car with rusted rotors, it was not breaks, at anytime the car could have caused an accident, I refused the offer because they tried to fix the car 2 other times changing my tires and I am confused how they managed to not noticed that the rotors we completely rusted.

The car also started shaking again, the reason the fixed it already twice before I drove it home, I didn't drive it home in Sept. Now I was also advise by [redacted] they put the wrong tires and until they fixed that the car will keep shaking. If I am righ 3 times with the same problems gives me some rights.

Review: I purchased a [redacted] on July 30, 2012 in good faith from the [redacted] CarMax location on the [redacted] ([redacted]). However, once I entered the market to trade the vehicle in, I found out the vehicle's [redacted] has a statement of "structural damage" reported on May 1, 2008. If I was aware of the damage in July of 2012, I would have never purchased the vehicle. The dealership did not disclose the reported structural damage, make any attempts to repair the structural damage or prove there wasn't any structural damage.

When I went to [redacted], they pulled a [redacted] report and informed me the vehicle had no retail trade-in value and advised I return to CarMax for resolution. However, when I returned to CarMax, their service department claimed there was no structural damage and the [redacted] report "isn't always accurate". So if this is true, then why do dealerships (including CarMax) supply these reports to consumers and why is [redacted] still in business?

I returned to the [redacted] and asked [redacted] (car salesman) if his service department could take a look at the vehicle. Once they agreed, they removed the front cover on the underbody of the car which revealed a few problem areas. I have pictures available showing where the damage occurred but I am concerned there may be more damage. It took this extra visit to [redacted] to have CarMax look at the under-body with the cover removed. I'm not a mechanic so I had no way of knowing how to inspect a vehicle.

The reported damage is a direct misrepresentation of the CarMax advertisement, certificate given at the time of purchase, and good faith in which CarMax claims to operate. It is impossible to trust a company that withholds such information and then offers to sell me ANOTHER vehicle. The only other recourse offered was to bring the vehicle in and have an "independent" inspector check the car out for damage. However, regardless of the outcome of said inspection, I would still be unable to trade the vehicle in (at another dealership) with the structural damage reported.

The car should have never been sold and I should not have to bear the burden of their misleading practices.Desired Settlement: I would like to add the following issue:

Sales Issues A sales presentation that misrepresents the product.

I would really appreciate CarMax taking the vehicle back that they are "confident in" and would "sell any day" as [redacted] (in the Service department) mentioned. Please advise.

Business

Response:

February 20, 2014

Review: Well when I bought the car they said I had a thirty day warranty I brought it back because the convertible top started ripping they said that natural wear and tear they would only pay half for the top. then 6 months later I replace the clutch and transmission by [redacted] dealership then thirty days later the engine blew . I talk to dealership says there is no way my engine should have blown at 43,000 miles they believe the miliage had been tampered with. I decided to talk with carmax about the engine they said I should bought a warranty, but at the time I asked for one they would roll it into the payment. the salesman said that I had to pay for it up front 2400.00 which I just paid 2400.00 for the down payment. After I talk with corporate about the issues they said I should been able to roll the warranty into the payment. Now they want me to pay 3400.00 for an engine they already got my money 22,000 from my fiance company . I feel they should pay for my engine this bull crapDesired Settlement: I feel they should pay something for this engine since I bought this car on top of it my insurance company told me this car had been hit and they didn't disclose that either all I want is my car working again i'm not rich.

Business

Response:

April 2, 2014