CarMax , Inc.

Review: I paid $149 to have a car transferred from Fort Worth to Austin North CarMax to purchase for my family. Mileage was listed as 13K on all history reports and listings but upon inspection of the car I found that the odometer reading was 16.6K, a nearly 30% discrepancy! When I pointed this out to CarMax management they were unable to explain the massive gap in listed vs actual mileage nor were they willing to make any adjustments for the error. We walked away from the deal very dissatisfied with this practice of odometer bait & switch and question how many others have been tricked by this as well. Furthermore, CarMax re-listed the vehicle on its web site with 13K still claimed as the mileage on the car (stock #[redacted]). The transfer fee is in the process of being refunded.Desired Settlement: It is unacceptable to appraise and list a car using a mileage total that is nearly 4000 miles off and then fail to respond when it is brought to your attention. This becomes quite significant when warranties are set to expire and other scheduled maintenance is taken into account. CarMax cannot simply shrug their shoulders at discrepancies such as this and expect to maintain its pristine reputation. Policy must change to reflect actual miles on a car being offered or make every effort to inform the consumer of such prior to charging them transfer fees or inviting them to the sales table.

Business

Response:

April 15, 2014

Review: I am the owner of a [redacted]. I originally purchased the car from Car Max in 2010 (pre owned) and the car was financed through Car Max finance. When I purchased the vehicle I decided to purchase an extended warranty just in case something would happen mechanically during the life of the car. I did not want to have an expense for mechanical problems that I would not be able to afford. The car has undergone a lot of warranty maintenance during the time I have been the owner. At all times I have taken the vehicle to Car Max service in [redacted] which I local to where I live. About 4 weeks ago I had cause to take the vehicle into Car Max as there was a knocking noise coming from an area of the car that gave me cause for concern. Car Max accepted the car for service but tried to locate the problem without success. They decided to send the car to [redacted] a [redacted] dealer for further inspection and diagnosis In [redacted]. By this time Car Max had possession and control of my car for nearly 4 weeks, but in fairness did provide me with a loaner vehicle as we are a one car family. I received a call from the service advisor informing me that the car was going to be moved to a [redacted] dealer in [redacted] for further investigation. [redacted], according to the service record had completed the work on February 28 but the vehicle remained at [redacted]s lot awaiting collection by Car Max. Car Max service department called me every day to provide me with updates on the car which amounted to nothing more than no useful information. I was not too concerned initially, as I did have alternative transportation, but did want my car back especially as they did have the car for nearly one month. My husband and I went on a short vacation to [redacted] on March 3, 2014. On the morning of March 6 at 7.00 AM, Pacific Time we were asleep in our hotel when my husband received a call from the [redacted] sheriffs deputy. He informed my husband that our car was found abandoned in [redacted] outside and known crack house, and the car was severely damage and had been vandalized. At first, my husband told the deputy that it was not possible as the car was with Car Max for a mechanical issue. After much explanation we realized that the car was mine, and was obviously stolen from either Car Max or the [redacted] dealer ( [redacted] ) where the car was being examined. According to the officer, he informed us that the dealer was unaware that the car was missing until the police informed them of the situation. What had taken place according to varying accounts from Police and other people from Car Max; the car was driven through a brick wall at the dealership and taken for a possible joy ride. Then the car was trashed inside and outside and was not drivable. When we called Car Max at [redacted] they were unaware of the theft and anything that remotely related to the incident. They then called [redacted] and the story became much clearer. I communicated with Car Max corporate and they would not provide much comfort and even the police informed me that they could not get any cooperation from the Car Max branch at [redacted], and the officer assigned to the case said that no one would respond to his phone calls for towing assistance. Eventually, I spoke again to the corporate office response team and a representative told me that they would try to find out how all this could have happened, but would not commit to anything about how we would be treated or dealt with in respect of this tragic event. I had made several calls to the corporate office requesting some kind of information and to see what they were prepared to do in order to assist us in this debacle. They were very evasive and had no appetite to want to help us and finally after more than 4 calls they did not respond further.On Friday March 7 and after making a police report to a very unhelpful police officer at [redacted] Police department, we received a call from [redacted] who are the insurance carriers for Car Max. They were rude and condescending, verbally aggressive and extremely argumentative. The agent told us that it was now an insurance problem and Car Max were in no way responsible even though the vehicle was entrusted to them; the blame was then transferred towards [redacted] in [redacted]. We understood that the car was passed on to [redacted] through Car Max and the fault in respect of the security of our car was placed in their hands. However, we originally dealt with Car Max service and we were not entrusting the car to another dealer as our service appointment and warranty agreement was with Car Max. Car Max took it upon themselves to send the car to another service vendor, but any reports on the status of the car came at all times from Car Max. We had no communications with [redacted] ever regarding the maintenance issues as it would not have been our business to do so. Car Max insurers told us that Car Max was not in any way responsible for the loss because they sent the vehicle to another dealer. The insurance agent went on to say that Car Max was out of the picture and we would be dealing with [redacted]. We know that that the car will not be able to be repaired, and even if it was repairable, the vehicle would not be the same and it would have a negative Car Fax report if we ever wanted to sell or trade the vehicle. The car was financed with Car Max finance and the value of the car is now much less than what we owe on the vehicle loan. If we were to receive a check for fair market value we will end up owing the finance company additional money and be without a car that we never intended on selling in the first place. We are the victims of a crime of vandalism which is obvious to anyone, but we are also the victims of a situation that will render us without a vehicle for something that we were not responsible for, and Car Max have washed their hands of us and the situatiDesired Settlement: As the vehicle is a total loss and we are still left owing a debt to the Finance Company. I need my loan paid off. I need Car Max or [redacted] to give me a car equivalent to the car that was stolen without having to finance a vehicle. Also provide me a free loaner car while they are taking care of the situation. I never asked for my car to be stolen from their car lot. They are responsible to make this good for me.

Business

Response:

2 May 2014

Review: I purchase a black [redacted] and after 5 minutes or less of driving this car away from their parking lot the check engine light come on and I contact the sales person and I was told not to worried about it that they do maintenance in their cars and they probably forgot to reset the light. I was told to take it in so they can reset it, I did and they found issues with the engine, they had the car for two months and finally I got it back , a week or less later check engine light was back on , call them back, took car back in for repairs and they had the car for two weeks , after driving the car for a week or less check engine light was back on again . (i had other issues with warning lights on way to many to mention) at this time I was not happy anymore , this car has giving me more problems then any other car I ever own. this people don't know how to fix [redacted] and now that I contact carmax to return the car they don't have the time for me they are to busy and of course they say I own the car and is nothing they can do about it... I purchase a [redacted] to have a peace of mind that I will be driving with no worries plus I purchase the extended warranty so if anything went wrong I didn't have to worried about expensive repairs and instead I been driving this car thinking that at any time is going to brake down and every day something is going to go wrong. but this car was giving to me with issues I did not created the issues, carmax should take it back or replace it with one without issues.

Business

Response:

May 5, 2014

Review: Before purchasing the car the question was asked in no uncertain terms was the car ever in ANY ACCIDENT at any time . I was assured by the salesman that it was "NEVER in any accident at any time. " Two or three months later I had the car appraised by Carmax just to find out the car had been a major accident and this information was not disclosed to me after I asked for that information nor was this information given to me at the time of closing .Desired Settlement: I would like my down payment back and return the car.

Business

Response:

May 2, 2014

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: 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: 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 went into the dealership to buy a used car as a second car because the clutch went out in our other car, so the sales man knew that reason and he pressure us into a car, based off of our high interest rate we asked if they would be able to refinance the car in a year when we made our on time payments and raised our credit score, come to find out that they DO NOT refinance cars, that is the only reason we agreed to buy that car is because of the refinancing available after a year. No third party will refinance the car right because it is a 2005. We are stuck with a high interest rate and a high monthly payment due to the lies the sales man told us. I called the office we got the car from they were unconsidered and stated that the sales man was no longer with the company due to issues. I can only assume they are issues that I am dealing with. I'm very disappointed, I paid 11,000 and I haven't paid anything off, I owe more then I paid for it. I want out of this loan due to the misrepresentation of the salesman who was employed by carmax.Desired Settlement: I want to return the car and carmax to by out the loan due to misrepresentation and/or false advertisement

Business

Response:

October 22nd, 2014

Review: Bought a vehicle from Carmax, returned it due to mechanical issues within the 5 day return policy. I paid with certified checks. Refund is taking two weeks during which I'm paying car loan interest on a car I don't own. They incorrectly recorded the lien to the wrong bank then sent the refund check to the wrong bank. I found the error, informed them, provided all documentation and now have to wait because of their 'process'. They promised to expedite the check but it is taking the same amount of time and their normal process. I feel they are intentionally delaying by means of their verfication process. I was able to locate and determine the mistake within minutes but they took 2 days. By which time they 'just missed' the batch process so it will be another delay.Desired Settlement: I should have the refund by the time they receive this. However, I have incurred additional costs such as loan interest, lost time from work, additional costs in processing ([redacted]), and just plain old aggravation (my personal time is worth something). Apologies are simply not enough since CarMax is still able to profit by using funds that are rightfully mine. Either they need to compensate me or provide proof publically that they have changed their policies to provide refunds in the same timely manner as they require payments.

Business

Response:

[redacted]

Review: Carmax has given me multiple problems and every time I've tried to have them fixed they give me an extremely difficult time and are exceptionally rude. My first problem was the car they sold me had a transmission recall. My [redacted] is an automatic and I felt it slipping and had to take it back. The rental car they gave me also did not work. It was key-less and would not detect the key so I had to miss work. Carmax tried to tell me that I had to fix the battery ( I'm not stupid it wasn't a battery issue) and for me to tow it. There was no chance is Hell I was paying to tow a rental. While I was waiting I picked out a different [redacted] with less miles. That car I was told also had to get the transmission replaced. Now the drive is extremely rough and even though its under warranty I'm being told I have to pay $200 just to get it looked at. I have never been so frustrated with a company in my entire life. Tonight (11/13/14) I went in because I want to give my car back they are telling me that I cant and I would still owe them money. Problem after problem I get and yet they wont even let me walk away even. I went to show them how much I owe with the carmax app and surprise surprise the amount I owe is higher than it was a week ago when I checked. This is the shadiest business I have ever come across I encourage everyone I meet to walk away from it!!! I owe $12,000 supposedly they will only take it for 10k. That is a load of horest since I put down $4,000.Desired Settlement: At this point in time I am finished with this company. I want to walk away from my horrible car even and not owe Carmax a cent.

Business

Response:

Review: I first bought my car in March 2014. I took my car within the free 30 day warranty back to Carmax because I noticed that my heat was not blowing or functioning properly. I took my car at 8am on 4/1/14 to have the problem properly diagnosed. My car was not inspected by a Technician until the later part in the afternoon at 1:02 pm, after the sun has warmed the car. Which allows the car not to have a proper diagnoses. My invoice reads "there is no problem with the heating system on the car." That following winter, I noticed my car still did not blow the proper heat. This year 2014 when the winter days start to approach, I noticed there was still issues with the car as far as with the heating. I contacted Carmax corporate office only to be told that I would have to pay my $250 deductible in order for Carmax to fix the problem. I went and had a second opinion by a Certified company by the name of [redacted]. They diagnosed the problem the same day, the same morning, and told me that I needed to have my [redacted] flushed. I payed $200 for this procedure. My heater now works fine with out any problems. Carmax is now under investigation with the local news because they fail to inspect cars as advertised.Desired Settlement: I would like to receive a refund of $200 because if this problem was properly diagnosed when I first brought my vehicle to Carmax within 30 days after purchasing. Proper diagnoses in the morning when the temperatures are cooler this problem would been resolved.

Business

Response:

December 2, 2014

Review: I Recently Purchased A Vehicle From CarMax In [redacted] I Went In Their For A [redacted] I Was Talked Into Getting A [redacted] Not Even Two Weeks Into The Car I Noticed Lights Coming On Now Due To The Fact I Was Sold A Vehicle Without A Manual Guide I Called Carmax Plenty Of Times Informing Them About The Situation I Contacted Sales Man [redacted] He Replied I Needed To Go On The Internet And Purchase A Book Which Carmax Would Reinstate My Money Back I Felt I Should Not Have To Do That Numourse Of Times I Went Up To Carmax Asking Someone To Check My Vehicle All I Heard Was All It's Nothing I Asked For The My Vehicle To Be Inspected I Asked For An Oil Change I Replied That My Car Has A Warrenty On It I Have [redacted] On It I Feel Carmax Sold Me A Lemon My Grandfather Passed Away Sep.3,2014 From Cancer I Asked Carmax Can They Do An Oil Change Because I Was Heading Towards Fresno I Was Treated Unfair I Feel Taking Advantage Of Because I'm Young

Product_Or_Service: [redacted] Account_Number:[redacted]Desired Settlement: DesiredSettlementID: Replacement

I Want Carmax To Either Fix My Vehicle Or Replace Me With The Car I Desired To Purchase

Business

Response:

December 4, 2014

Review: Purchased a [redacted] for $35,000 at the C[redacted] location on November 7th. Was told at that time said vehicle had gone through a vigorous inspection and was under a 30 day warranty. I immediately noticed a number of things that needed repair. I also traded in a [redacted] for this vehicle. I called to make an appointment to get the issues fixed, as I was told to do bt my sales associate. Appointment was over a week out. Since then, said vehicle has been in there shop twice for a period of 3 weeks. I have been provided 3 different loaner vehicles which are nowhere near comparable to the car I bought. The car was supposed to go back for a 3rd visit and I am now being told I need to pay $50 out of my pocket for a rental vehicle or my appointment will be pushed back at least a week until a "possible" loaner arrives. Keep in mind, Carmax has been paid $35,000 for this vehicle. I have paid a $1000 downpayment, a $730 monthly payment, and a tag for a vehicle I have had in my garage for roughly a week. The remainder of the month and a half since the purchase of the vehicle, carmax has had the vehicle in their shop. Instead, I have been forced to drive sub par loaners that are filthy, smell of among a so bad I get migraines, and only start when they want to. The vehicle I purchased shpuld have never been on the lot if it needed 4 weeks worth of repairs. I have been sold a $35000 lemon by Carmax. I am demanding a full refund of this vehicle, along with the return of my near mint condition [redacted] that now sits on the [redacted] lot. Otherwise, this vehicle needs to be repaired immediately and I need to be provided a loaner or rental at no out of pocket cost from me. If the rental companies requires the $50 depisit, then Carmax needs to cut me a check for that amount. If they can't get this vehicle repaired in a timely manner then Carmax needs to pay the monthly payment of $730 for the vehicle until it is fully repaired and in my posession. If Carmax thinks this is unnessessary, then the vehicle should have actually been put through that vigorous inspection before being put on the lot for sale and sold. Their worthless inspection is not my problem. Carmax not having a loaner is not my problem. The rental car company that Carmax chooses to go through requiring a deposit, is not my problem!Desired Settlement: Provided a rental car or loaner at NO charge to me and the vehicle is repaired immediately. -or- Carmax reimburses me for the $730 car payment I just paid for a car I have not had in my posession. -or- A full refund of the vehicle and a return of my trade 2[redacted] which sits on the [redacted] lot.

Business

Response:

December 17, 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: 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: 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: 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: 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 the car from Carmax about 2 years ago. Right before the warranty expired, I came to the dealership and had all types of repairs done. This repair process took place in April 2015. I had a whole in the radiator and some other issues, but there was no mention of the transmission. When I dropped off the car, I did advise Carmax to check the transmission because I felt there was a problem and I was told the transmission was fine. A few months go by and im am still having some transmission issues as it pertains to reversing etc. In October, I had an issue with the seat belt. I took the car back to CarMax and they fixed the seat belt and also inspected the car. I was told that there were no issues with the car. Yesterday, my car would not excellerate and I took the car to a local mechanic. I was told major work is needed on the transmission and someone should have caught this problem months ago. I called CarMax for assistance and I was told I was out of warranty. It seems as if I purchased a lemon from CarMax and not I have to pay $2000 to repair a car that is less than 5 years old. in addition, I got the car appraised 2 weeks ago and I was told by CarMax all mechanical interior parts are working correctly. Please help.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like for CarMax to purchase the car back or assist with the repairs.

Business

Response:

January 27, 2016

Review: I attempted to purchase a [redacted] from the Fayetteville, NC location, but was denied by the manager on duty because my Spouse is an Uber driver due to "risk" that the car would be used for Uber, which it cannot. It can only drive 80 miles on a battery charge, which is useless. I transferred the car to the 8007 Wild Wood Drive location in Raleigh, and was able to purchase the vehicle as the manager understood the car would NOT be suitable for Uber. Manager used his override to push sale through. I sold a 2001 Honda Insight in perfect working condition to use as a down payment, and the sale of my car to carmax was ONLY to happen if financing could be obtained though CarMax. After going through the purchase proccess, I was approved by American Credir Acceptance with a $500 down payment, and I took the remaining $200 of the $700 offer for my [redacted] and purchased my [redacted]. THe paperwork and purchase took a whopping 5 hours to complete. We were told everything was set and done. After getting home from Carmax, I spent upwards of $1500 on home charging system for the [redacted] I had purchased. About 7 days later, I was called by CarMax to return the car as my "Financing was denied" due to my spouse being an Uber driver. They collected my [redacted] back and left us BOTH stranded as the dealer closed in 24F weather and no way to get back home. We live an hour and a half away. Carmax lied and broke our installment contract. I either want my 2001 Honda Insight back or the proper sale of the [redacted] to be returned. We are now being told we need to pay $1000 down on the [redacted] to purchase it. This is called a spot delivery scam. This is unethical and undermines everything CarMax claims to stand for. I purchased my last 4 cars from CarMax but have no trust or faith in this sleazy company.Location: 8007 Wild Wood Forest Dr, Raleigh, NC 27616Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I either want the 2012 [redacted] to be returned to me under the same financial documentation I signed that I still obtain in my purchase packet. OTHERWISE I want the wholesale value that the [redacted] has collected at auction, as I ONLY WANTED to sell the [redacted] to CarMax if GUARANTEED FINANCING was obtained which is was not even though I was told it was complete.

Business

Response:

January

29, 2016

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: Jeremy [redacted]

VIN: [redacted] 2012 [redacted] LEAF (the

“Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Jeremy [redacted] regarding the Vehicle he

purchased from CarMax of Capital Boulevard, NC (“CarMax”) on January 12,

2016. In his complaint, Mr. [redacted]

states that around January 24, financing was denied, and he was required to

return the Vehicle. In his settlement,

Mr. [redacted] requests that CarMax return the Vehicle to him and reinstate the

original financing, or provide the wholesale value or his trade-in.

Mr. [redacted] and his co-applicant

received initial financing through American Credit Acceptance (“ACA”). Upon reviewing the application and potential intended

use of the vehicle, ACA denied financing.

On or around January 26, CarMax worked with ACA to get approval for Mr.

[redacted] and his co-applicant. ACA

approved financing for Mr. [redacted] and his co-applicant. An additional lender also approved Mr.

[redacted] and his co-applicant. Mr.

[redacted] and his co-applicant re-purchased the Vehicle on January 26, 2016.

CarMax is delighted that assistance

could be provided to Mr. [redacted] in obtaining financing for his purchase. If Mr. [redacted] has any further questions he

may contact me at 1-800-519-1511 ext. [redacted].

Sincerely,

Jennifer [redacted]

Analyst,

CarMax Customer Relations

Business

Response:

January

29, 2016

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: Jeremy [redacted]

VIN: [redacted] 2012 [redacted] LEAF (the

“Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Jeremy [redacted] regarding the Vehicle he

purchased from CarMax of Capital Boulevard, NC (“CarMax”) on January 12,

2016. In his complaint, Mr. [redacted]

states that around January 24, financing was denied, and he was required to

return the Vehicle. In his settlement,

Mr. [redacted] requests that CarMax return the Vehicle to him and reinstate the

original financing, or provide the wholesale value or his trade-in.

Mr. [redacted] and his co-applicant

received initial financing through American Credit Acceptance (“ACA”). Upon reviewing the application and potential intended

use of the vehicle, ACA denied financing.

On or around January 26, CarMax worked with ACA to get approval for Mr.

[redacted] and his co-applicant. ACA

approved financing for Mr. [redacted] and his co-applicant. An additional lender also approved Mr.

[redacted] and his co-applicant. Mr.

[redacted] and his co-applicant re-purchased the Vehicle on January 26, 2016.

CarMax is delighted that assistance

could be provided to Mr. [redacted] in obtaining financing for his purchase. If Mr. [redacted] has any further questions he

may contact me at 1-800-519-1511 ext. [redacted].

Sincerely,

Jennifer [redacted]

Analyst,

CarMax Customer Relations

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action may not fully resolve my complaint. For your reference, details of the offer I reviewed appear below.CarMax returned vehicle with proper financing and no down payment to secure vehicle. The refund of the amount paid ($500) as the down payment on the transaction on January 12, 2016 has still not been returned to us. CarMax has responded to my inquiry today that the refund should be delivered by the end of this week by February 5, 2016.

Regards,

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 may not fully resolve my complaint. For your reference, details of the offer I reviewed appear below.CarMax returned vehicle with proper financing and no down payment to secure vehicle. The refund of the amount paid ($500) as the down payment on the transaction on January 12, 2016 has still not been returned to us. CarMax has responded to my inquiry today that the refund should be delivered by the end of this week by February 5, 2016.

Regards,