CarMax , Inc.

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: 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: 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: 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: 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: 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 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: I Purchased a 2015 [redacted] on January 18th, which at some point must have had some damage to the fenders and hood area. The car had been painted and the paint on the hood and both fenders on the front does not match the rest of the vehicle. CarMax indicated that this is the best match possible and nothing else can be done to rectify the problem. After taking the car to a [redacted] dealership, and referred to a local body shop who performs paint work for them, it has been determined that the paint work is of low quality ; and a better or perfect math is possible. I think CarMax should take responsibility for this since the car had never been titled to another individual; and the paint work was not disclosed at the time of sale. The car was purchased at night and I did notice the different shade in the paint, but the salesman indicated that it was the reflection from the light, and the car had never been painted on. Since this was a 2015 vehicle, I believed his statement. The next day I found this to not be the case, and contacted CarMax about the situation to no avail at this point.Location: Jersey Village, TexasMake: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I am requesting that CarMax pay to have the car painted by a body shop of my choice who have experience in painting [redacted]s or other foreign vehicles. The estimate thus far is around $1500.

Business

Response:

March 21, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. [redacted]

Complaint ID: [redacted]

2-15 [redacted] (the “Vehicle”), VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated March 6, 2016 regarding

the Vehicle purchased from the CarMax store located in Houston, Texas (“CarMax”)

on or about January 18, 2016.

In his complaint, Mr. [redacted] describes concerns with the cosmetic

quality of paint with the fenders and hood of the Vehicle, and requests that

CarMax pay an estimated $1,500 for him to have the front end of the Vehicle repainted

at a body shop of his choice.

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

with both the Senior Management Team at the store, as well as a Customer

Relations Analyst, regarding his concerns starting on or about February 10,

2016. During this period, notes state that the Vehicle was inspected and the

paint was verified as exceeding CarMax’s standards. Customer Relations records

indicate that Mr. [redacted] was presented with the option to return the Vehicle

outside of CarMax’s 5-Day Money-Back Guarantee on or about February 29, 2016. Starting

on this date, Mr. [redacted] was given one week to return the Vehicle if he wished

to do so.

CarMax did not receive confirmation from Mr. [redacted] that he would

like to return the Vehicle within his offered extension period, and as such, will

not be participating in another return offer at this point. As the Vehicle was

noted as exceeding cosmetic standards after multiple inspections, CarMax will

not be participating in covering the expenses for repainting the front-end of

the Vehicle, as requested by Mr. Hunter. Should Mr. [redacted] have any additional

concerns he would like to discuss regarding the Vehicle, he is encouraged to

contact the location by calling 281-970-6690.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension [redacted],

with any questions you may have.

Sincerely,

Kristina S[redacted]

Analyst, Executive Response Team

Consumer

Response:

Hello [redacted]:I got a little confused and failed to add a comment in the site to explain why I am refusing the CarMax offer.First of all, I can't see where a reasonable offer has been made. Yes, the offer to return the car was offered, but I think that was somewhat of a unreasonable suggestion or offer. I like the car, but is unhappy with the matching of the paint. so why would I immediately settle for such an offer. I think the paint work on a 2015 [redacted] should have been disclosed at the time of sale. I did mention the paint to the sales person, but he stated that it was the reflection of the light. (This car was purchased at night). I am very surprised that a large company such a CarMax would balk over $1500, instead of satisfying their customers. When I first took the car into the dealership to address this issue, the service manager never acknowledged me. I had to deal with the sales manager. He looked at the car, but never addressed me at any time. Just told the sales manager to tell me that the match was the best match that CarMax could do. Again, I think this was also poor customer satisfaction.Any help that you as the Revdex.com can give me in resolving this matter would be very much appreciated.Regards,[redacted] Hello [redacted]:

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: 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: 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: 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 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,

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

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: 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: 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: 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 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: 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