CarMax , Inc.

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]:

Went to CarMax Tampa after shopping online. Test drove a 2012 [redacted], ran great. Financed the vehicle, left the business at 9 p.m., store closes at 9. Got in the new car to drive home, it wouldn't start. Fortunately I did not trade my vehicle. We jumped the 2012 [redacted], but this continued all the way home, having to stop, jump the car, drive a couple miles, stop, jump the car. Took 5 hours what should have taken 30 minutes to drive home. Next day CarMax sent a tow to pick up the vehicle for service. Took another 24 hours to get a loaner. Car was to be ready to pick up from service on Wednesday, which turned into Thursday, which turned into Friday, which at that time decided not to keep the car. Only had possession of the car overnight one night and it never worked for me outside of the test drive. Cancelled the deal.

Went to Orlando CarMax, returned the loaner, got a better car that is great. However, have been billed for the 2012 [redacted] that was returned to Tampa CarMax. Called # on bill they would not help me. Called Tampa CarMax they were not helpful.

The only CarMax Rep that was helpful is Ed in Orlando.

This was all three weeks ago. Now Tampa CarMax service has left a voicemail for me stating we kept the loaner, which is INCORRECT.

You have an extremely displeased customer. Please don't call me with inaccurate information, this only causes more frustration and we are very upset with Tampa CarMax. Can't get anyone to answer the phone there now to clarify. Don't want any more calls stating incorrect information. Would like confirmation that all is correctly resolved!

I have owned my car for three months and have only had it for about two to three weeks. It has a shake at 70 Mph and was initally told I was feeling the road. I was also told by there worthless lead mechanic that he cant drive the car over 65 and they are not responsible for fixing the car. Luckily I have had a good experiance working with the service manager [redacted] and service consultant [redacted]. My car is still not fixed correctly and needs to go back in yet again. This is getting pretty rediculous. When I called in to tell them they didnt fix it again I was told I had to wait a week because they had no loaner plates. That right there is a sure sign that there is a big issue with the vehicles they are considering safety checked. Also I bought the car right after it stopped raining so I didnt get the full look over I would usually do. The next day I noticed a bad oil leak coming from the oil pan and that when I turned on the air conditioner it squeeled. Nevermind the scratches I missed. Something has gotta give in this situation. I am starting to wonder if they will ever be able to fix there car but im getting close to contacting the state to declare the car a lemon..

Review: Recently I had taken my car in for servicing at my local CarMax store. The issue was a clunking noise I would most often hear when making a left turn and my windshield wiper sprayers were not spraying any fluid onto the windows. I handed my car off to CarMax for 3 days on April 21st for servicing. They returned the car to me saying they had made the necessary repair. The same day I drove it off the lot I continue to hear the clunking noise and my windshield sprayers do not function.

After calling my technician back and leaving a voice mail I received a survey about the work done on my car and told them how unsatisfied I was. After this the service department manager called me back and we spoke about the problem. Soon after I had an arrangement to bring my car back in and I would be given a loaner to use for the time being.

May 1st I dropped my car off for servicing and each day since they would call and say they are unable to find the problem with my car. On Wednesday the 7th I went up to CarMax after work and drove the car. I didn't even get out of the parking lot before being able to demonstrate the clunking I was referring to this whole time. After a few short minutes of driving I asked the tech if he thought he could figure out the problem now that I've demonstrated it. He advised me that he believes he can find the issue. Two days later I get a call saying that they think they have fixed the car and I can come test drive it again. It didn't take five minutes for me to be able to produce the sound again. I went inside informed them it's still not fixed and asked if the tech would ride with me again. I produced the problem for him four more times while he was in the car and was assured they would be able to find the issue.

Now it's Tuesday May 13th they have had my car for over 16 days and I get a voicemail stating that they are unable to fix my vehicle because the "bushings" that are needed to replace are not covered by my extended warranty. At the time of purchase I was not informed that there would be any part not covered by my extended warranty and was told if anything happened to my car I would be able to get it fixed through CarMax for free, and any other licensed shop for $50.00. Now I'm being told the total cost for this is something to the tune of $617.00.

The fact that I've been without my car for 16 days is ridiculous. The technicians at CarMax could of easily reproduced the problem much sooner and not cost me so much time and effort. I've spent 3 vacation days, four hours in traffic, and all of my patience on this issue and feel I should be compensated.Desired Settlement: My desired outcome is that CarMax repair my vehicle with no out of pocket cost to me. Or the cost of the repair go to securing me a warranty of the caliber I was told I would have in the first place. In any case I would like a full list of items that are not covered by my current policy to be provided to me so I can know ahead of time if something will be covered rather than being mislead and misinformed and finding out last minute that I have to pay hundreds of dollars for my car to work properly.

Business

Response:

27 May 2014

Review: Car Delivered in wrong color……

My husband and I have been looking for a specific car for months now. We have been looking for the [redacted] Model with less than 50K miles and in black or silver. We found a car we liked on CarMax’s website. We went in the same day we saw the car on the website and paid the $249.00 transfer fee to have the vehicle transferred to Mississippi. On the website the car is listed as black. When the car arrived the car was not black it’s more of a “purplish black” color. In fact Infiniti lists the color as [redacted]. I am sure CarMax works hard to accurately state car colors. With a little research the correct color can be listed on the website. If not that is simply false advertising. We have been researching the [redacted] specs and colors for months, so if we saw the color [redacted] listed anywhere on the website for this particular car there is no way we would have paid the $249.00 to transfer the car. We have already been approved for financing through our bank all we needed was the car and we waited on CarMax to deliver and to our disappointment we did not get what we paid for at all. We would like the $249.00 transfer fee refunded. If not refunded we would like for CarMax to transfer our vehicle of choice, correct color and all (equal transfer fee) to Mississippi at no charge to us.

VIN # [redacted] Stock # [redacted]Desired Settlement: We would like the $249.00 transfer fee refunded. If not refunded we would like for CarMax to transfer our vehicle of choice, correct color and all (equal transfer fee) to Mississippi at no charge to us.

Business

Response:

January 23, 2015

Review: This past September I bought a [redacted] with 71000 miles on it. At the time of purchase I was given the history of my car. I was not informed however that my car's make and model was involved in a class action law suit, for a manufactures defect involving the transmission. Had I know this I would have bought the other car I was considering. My car now needs a new transmission and radiator. Volvo quoted me $7700, I was able to get a better quote of $4800 with a 3 year warranty from [redacted]. I asked CarMax to help pay for the [redacted] bill, they declined. I'm not asking CarMax to cover my whole [redacted] bill but I do [redacted]

[redacted] Desired Settlement: CarMax would help pay for the new transmission and radiator.

Business

Response:

June 12, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Thank you for forwarding the complaint received in your

office from Miss [redacted] regarding the [redacted](the “Vehicle”)that she purchased on or about

September 11, 2014 from the CarMax store located in [redacted] In this complaint Miss [redacted]

is requesting that CarMax help pay for a new transmission and radiator.

In May of 2015, Miss [redacted] contacted the CarMax store

located in [redacted] with concerns regarding the mechanical condition of

the Vehicle and her concerns that there was a class action lawsuit involving

her Vehicle. At that time it was explained to Miss [redacted] that CarMax would not

have been privy to that type of information involving the lawsuit against the manufacturer. CarMax offered to look further into the

repair to see if we would be able to assist in possibly getting a better price.

After further consideration, as a gesture of goodwill, CarMax has offered to

reimburse Miss [redacted] 50% of the total invoice for the repair. Miss [redacted] has accepted the offer and will

be providing a copy of the paid receipt.

CarMax appreciates the opportunity to respond to this

complaint. Please call me at (800) 519-1511

Extension [redacted], if you have any additional questions.

Sincerely,

Business

Response:

June 12, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Thank you for forwarding the complaint received in your

office from Miss [redacted] regarding the [redacted](the “Vehicle”)that she purchased on or about

September 11, 2014 from the CarMax store located in [redacted] In this complaint Miss [redacted]

is requesting that CarMax help pay for a new transmission and radiator.

In May of 2015, Miss [redacted] contacted the CarMax store

located in [redacted] with concerns regarding the mechanical condition of

the Vehicle and her concerns that there was a class action lawsuit involving

her Vehicle. At that time it was explained to Miss [redacted] that CarMax would not

have been privy to that type of information involving the lawsuit against the manufacturer. CarMax offered to look further into the

repair to see if we would be able to assist in possibly getting a better price.

After further consideration, as a gesture of goodwill, CarMax has offered to

reimburse Miss [redacted] 50% of the total invoice for the repair. Miss [redacted] has accepted the offer and will

be providing a copy of the paid receipt.

CarMax appreciates the opportunity to respond to this

complaint. Please call me at (800) 519-1511

Extension [redacted], if you have any additional questions.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: On Sept 12, 2015 Iwent to Carmax to purchase a car through a dealer for THE FIRST TIME EVER. The sales rep did a great job and explained to me that Carmax "backs their product" with a 5 day return policy as well as a 30 day warranty. On Sept 17, 2015, on the fifth day of the return policy, I took the car back to get some work done (breaks being amongst those, as well as the car having trouble starting) and was given an appointment for Tuesday Sept 22, 2015, and was given a rental car while they worked on my car. It was returned to me two days later, and I watched it while I was still inside the 30days. On Oct 12, 2015 I called Carmax to schedule another appointment as my breaks STILL were squeaking and some other things that I missed. They scheduled me for an appointment for Oct 27, 2015. On that day, they had no car ready for me (even though they had two weeks to prepare), and two days later I hadn't heard ANYTHING from them. I had to go up there, and show face just for them to tell me the car was ready (poor communication after I called twice). I got my car back and my breaks STILL squeak. I called to speak with a manager on Nov 4, 2015, and was transferred to one voicemail. The rep didn't give me a name and just transferred me and NO ONE has called me back yet. They have not backed their product under their "5 day return policy no the 30 day warranty. I nee this resolvedLocation: Brandywine, MdMake: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I want my car fixed as well as a 6 month warranty on Carmax

Business

Response:

December 4, 2015

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. [redacted]

Complaint ID [redacted]

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

Dear Mrs. [redacted]:

I am writing

in response to your letter dated November 9, 2015, wherein you forwarded a

complaint from Mr. [redacted] regarding the Vehicle purchased from the

CarMax store located in Brandywine, Maryland (“CarMax”) on or about September

12, 2015.

CarMax apologizes for the inconvenience that

Mr. [redacted] has experienced with the Vehicle.

CarMax associates have attempted to contact him on or about November 18,

2015 and on or about November 30, 2015 to invite him in to re-address the noise

concern with his brakes. Messages were

left on both occasions.

CarMax encourages Mr. [redacted] to contact

CarMax’s Service Manager, Gerald G[redacted], directly at [redacted] extension [redacted] if he would like to schedule an appointment to re-address this concern at

no cost to him under CarMax’s 6-month of 6,000 mile warranty.

CarMax appreciates the opportunity to respond

to this complaint and looks forward to the opportunity to connect with Mr.

[redacted].

Please contact me at (855)562-4935 extension [redacted] with any

questions you may have.

Sincerely,

Nekia W[redacted]

Analyst, Executive Response Team

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However, I have a new number and have given it to three different employees with carmax; none of which have updated it in the system. So, when you "attempted" to contact me on Nov 18 and Nov 30, you would hve missed me because you all continue to not update my correct telephone number. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I bought a [redacted] from the [redacted] CarMax in May 2012. I have had the car for about a year now and have had multiple alignment issues with the car; the first alignment issue ocuring within the first 30days. I took the car back to CarMax and they repaired the problem however once the original 30 days was over the problem returned. I not knowing very much about cars drove the car as it was until one day when I was driving on the highway and a tire blew. I called roadside assistance and they put on a spare.... I then went to a tire store where I was told I needed four new tires in addition to an car alignment and balance... I had no choice but to have this work done. Within weeks of buying the new tires and having the car balanced and aligned the car again began to drive oddly a friend pointed out that the new front two tires were bald, I had no choice but to continue to drive the car even though it was beyond unsafe due to my financial situation. The car eventually became so unsafe that again I was left with no chioce but to repalace the two front tires again...so I did and again the car was balanced and aligned...everything had calmed down for about three weeks and then the car began to make a thumping sound under the car. I made an apt at the CarMax that I bought the car from and took the car in with a list of multiple problems that needed to be addressed the most serious being the thumping issue which has turned out to be that I need a new drive shaft. CarMax has now had my car on their lot for approxmitatly 30days and has not done touched it since they diagnosed the problem because everyone at the store has pushed me off to someone else. I have recieved multiple quotes from employees at the store. I have called their headquarters and am wating for a call back. This has been the worst car purchace I have ever made from day one my encounter with this company has been awful. I've been kicking myself everyday for buying a car from them.... I should have known! Stay Away!Desired Settlement: I would like the price that I paid for the car refunded.

Business

Response:

August 6, 2013

Review: I PURCHASED THE EXTENDED CARE SERVICE WITH CARMAX. THERE IS A RECALL ON THE GEAR SHIFT ON THE [redacted]. TODAY MY CAR WOULDNT COME OUT OF PARK, I HAD MY CAR TOWED TO [redacted] ON [redacted]. I PROCEEDED TO ASK WHO WOULD COVER MY RENTAL CAR, [redacted] INFORMED THAT IT WOULD BE COVER BY MY EXTENEDED WARRANTY. ABOUT 3:15 I CALLED THE EXTENEDED CR & SAT ON HOLD FOR 15 MINS SOMEONE ANSWERED WE TALKED THEY TOLD ME I NEEDED TO HAVE [redacted] FILE A CLAIM SO THAT THE RENTAL WOULD BE COVER, I VERIFIED WITH HIM THAT THIS INFORMATION WAS CORRECT. HE SAID HE DOUBLE CHECKED WITH THE POLICY & SUPERVISOR. I CALL [redacted] THEY TELL ME TO GET ON THE PHONE WITH THEM & THEN CALL THEM WITH A 3 WAY CALL. I CALL EXTENED CARE BACK WAIT 35 MINS BEFORE ANYONE EVEN ANSWERS THE PHONE WE TALK THEN HE TELLS ME TO CALL [redacted], I GET [redacted] ON THE LINE WE ARE TRANSFERED TO THE CLAIMS DEPARTMENT WHERE WE SIT ON THE PHONE FOR ANOTHER HOUR AND NO ONE ANSWERS AT THIS POINT [redacted] IS NOW CLOSING. I STILL HAVE NO VEHICLE. I HANG UP CALL BACK TO THE EXTENEDED CARE LINE , WHERE I SIT FOR ANOTHER 40 MINS WAITING ON SOMEONE TO ANSWER THEY FINALLY ANSWER THE PHONE I REQUEST A SUPERVISOR, THE GUY TRYS TO HELP ME WITH THE ISSUE BEFORE GETTING A SUPERVISOR HE COMES BACK ON THE LINE AND TELLS ME IT WONT BE COVERED, I THEN DEMAND A SUPERVISOR BECUASE THATS NOT WHAT I WAS TOLD & DOUBLE CHECKED WITH THE FIRST REP FOR 2 HOURS. THE GUYS THEN HANGS UP CALLS ME BACK TELLS ME IT WAS MISTAKE, TELLS ME HE IS CONNECTING ME WITH A SUPERVISOR THAT HE TALKED TO, IM TRANSFER TO SOME VOICEMAIL, THEN THE LINE CLEARS. I CALL BACK AND SIT ON THE PHONE FOR 35 MINS BEFORE IM FED UP. IVE HAD NOTHING BUT PROBLEMS WITH THIS CAR SINCE I PURCHASED IT THROUGH CARMAX. EVER SINCE IVE BEEN DEALING WITH CAR MAX ITS BEEN A PROBLEM, MY FIRST CAR FROM THEM WAS BROKE WHEN THEY SOLD IT TO ME, THEY KEPT IT FOR 3 MONTHS TRYING TO FIX IT, THEN I HAD TO BATTLE WITH THEM FOR THEM TO GIVE ME ANOTHER CAR, THEN THIS CAR WHEN I GET I HAD TO TAKE BACK TO THEM FOR BRAKES ETCDesired Settlement: CARMAX & THERE EXTENDED [redacted], IS A SCAM. THEY ARE THE WORST COMPANY IVE EVER ENCOUNTERED WITH. THIS IS NOT THE FIRST COMPLAINT I KNOW PLENTLY OF PPL THAT DO NOT LIKE CAR MAX.I WANT THIS ESCALTED TO THE HIGHEST LEVEL. I WOULD LIKE MY RENTAL CAR TO BE COVERED AND TO BE PUT IN A NEW CAR. THIS CAR IS A LEMON A HORRIBLE CAR. I WILL NOT RECOMMEND CARMAX TO ANY I WILL NO. AND I WILL POST ON EVERY SOCIAL MEDIA SITE THERE IS ABOUT THEM, IM TEMPTED TO CALL THE PAPER! SOMEONE NEEDS TO CALL ME !

Business

Response:

August 12, 2013

Review: I PURCHASED MY [redacted] FROM CARMAX ONE YEAR AGO AND ALSO PURCHASED AN EXTENDED WARRANTY PACKAGE..ON MONDAY, JULY 15 2013, I HAD MY VEHICLE TOWED TO CARMAX IN [redacted], AL WHERE IT WAS PURCHASED ALONG WITH THE WARANTY PACKAGE. ON TUESDAY, JULY 16, 2013. I RECIEVED A CALLED FROM A TECHNICIAN FROM CARMAX SAYING THAT THE CHARGES TO REPAIR THE VEHICLE WOULD BE OVER $400. MY ISSUE WITH THIS WHOLE SITUATION IS THAT THE WARRANTY IS SUPPOSE TO COVER ANYTHING MECHANICAL INCLUDING THE TRANSMISSION..I WAS TOLD IT WAS THE OIL PAN BUT THE OIL PAN ISN'T MECHANICAL AT ALL..THE CAR WASN'T DRIVING DUE TO THE TRANSMISSION. I FEEL THAT IT WAS DEFINITELY A MECHANICAL PROBLEM THAT MY WARRANTY SHOULD HAVE COVERED. I ALSO FEEL THAT IT'S NOT RIGHT TO PAY FOR A WARRANTY THAT I CAN'T SEEM TO USEDesired Settlement: I WOUL LIKE TO BE REGUNDED THE ENTIRE ANOUNT THAT I'VE HAD TO PAY FOR THIS SERVICE THAT WAS COVERED IN MY WARRANTY.

Business

Response:

August 14, 2013

Review: On March 13, 2013 I purchased a [redacted] from Carmax on Midlothian Trnpk. Ever since then I've had nothing but problems with the vehicle. Just in the first month of owning the vehicle I had to take it back up to Carmax for 4 different problems that were supposed to be working considering they do what they call a 125 point inspection. The first problem was on March 19th, 2013. I took the vehicle up to Carmax because of a few problems. There was a burning smell coming from the vents, the lights were dimming when I'd hit brakes, the brakes were squealing, and the oil light would not go off. They replaced an Oil Sending Unit because it was shorted and leaking oil and the alternator belt to correct the dimming light problem. The oil light stopped coming on but the lights continued to dim. They claimed the odor was from the belt slipping or oil sensor leaking. The second time I took the car up to Carmax was on April 5th, 2013. I was still having problems with the squealing belts, squealing brakes, and the lights still dimming. They replaced a belt tensioner along with putting in a new battery for the lights dimming which did not help. As far as the brakes they cleaned and adjusted the rear brakes which did not help. The third time I had to take the car up there was on April 11th, 2013. This time my concern was the brakes again squealing. They resurfaced the front pads machined the rear drums and replaced the shoes. This did not solve the problem, it actually got worse over time due to cheap pads being used which built up tons of dust in the drums. The fourth time was on June 14th, 2013 for the brakes yet again. They were now grinding and squealing very loud and vibration was present when stopping. Their solution this time was finally the correct one, they replaced the rear brakes with factory drums and shoes. This did finally correct the problem. It seems to me the first three times I took it up there they tried to save a buck and just mask the problem until the warranty was expired. It gets much worse though, on September 13th, 2013 I had to have the rack and pinion completely replaced for about $700 at MsTuffy. The car actually had to sit in my apartment complex for a month almost until I could save up the money. I started noticing more of that burning smell about a month or two ago except it started smelling like either an electrical burn or burning rubber. On top of that it was making a loud grinding noise from the engine. I took it to my mechanic when I had the car inspected in February of 2014 and his diagnosis of the problem was the AC Compressor was going bad. The estimated repair cost for this part by my mechanic is around $980. Obviously I did not have that much cash to get it fixed as I've already put a lot of money into this vehicle but I had no other way to get to work. The car finally locked up on March 20th 2014 and wont start at all. The funny thing is that I took the car up there that day on March 20th, 2014 for an appraisal of the vehicle to sell it back to them. Their people looked over it and found no problems, even offered me $5,000 for it which I even have the appraisal form for. That night when I was going to work the car completely died because of the AC Compressor locking up. I even explained to the sales person about all the problems with it even the compressor because I'm an honest person. I think its funny how the guy at Carmax said their people are experts at appraising the value of vehicles and are well trained and certified at finding all the problems a car may have that affects the value of it but then it breaks down. I have gone up to Carmax and talked to the manager in the Service Department regarding my issue but no help was coming from them at all. In fact his response to me was we get people like this in here all the time. I said to him, you sell that many defective cars? He swore up and down they went above and beyond replacing a lot of things for free but when you think about it, they really didn't. Their agreement states that any problems you have within the first thirty days are fixed free, after that you are responsible. The reason I was able to get the brakes fixed finally in June was because the parts they used in April were still under a warranty by them so they had to replace them. So you see they only really did what they were required to do. To go above and beyond would be to admit they sold me a lemon and take further action. I am completely fed up with this vehicle. Just in the first year I've had nothing but problems with it and I don't want it anymore. I expected to buy a reliable, quality vehicle from Carmax and what I got was a piece of junk. They will not take any responsibility for what they sold me but yet they advertise they sell quality vehicles.Desired Settlement: What I would like to see out of this is that Carmax either a) change the vehicle to a comparable one that actually works, or b) fix all these problems and do a thorough check for anymore problems. Not just claim they checked it like in that 125 point inspection. Because the first few problems I had were supposed to be working on that checklist.

Business

Response:

April 8th, 2014

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

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on March 14th, 2013. In his complaint, [redacted] shares his frustrations with the cost and amount of needed repairs to the Vehicle within the timeframe he has owned it. Due to his frustrations, [redacted] is requesting CarMax to either repair the Vehicle at no cost to him or to exchange the Vehicle for a different one.

CarMax’s research shows that CarMax did appraise the Vehicle on March 20th, 2014 and made an offer to purchase the Vehicle from [redacted] This appraisal has since expired. [redacted] is invited to have the Vehicle re-appraised and explore what options are available to purchase a different vehicle. In addition, [redacted] has the option to have CarMax diagnose the Vehicle at his expense to determine what options are available for repair. [redacted] is invited to contact the Service Manager at CarMax [redacted] if he chooses one of the options above.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

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.

After the appraisal where Carmax certified appraisers deemed the car to look and show well the car broke down that same night of the appraisal and has been sitting at my apartment complex for the past 2 weeks. I am unable to use the vehicle nor have a way to even take it up to Carmax. Carmax refuses to admit they sold me a lemon which they need to take responsibility for their faulty vehicle they sold me. This vehicle is a perfect example of the companies attempts to dodge the problem. They appraised the car for $3000 less than what it was sold to me for. How can the value of a car drop over $3000 in less than 12 months? All I wanted to do was trade the car in for another vehicle of the same price but they want to charge me the $3000 on top of the other car's value. I'm not trying to get out of buying the car, if I didn't want a car I wouldn't have went out and bought one. I haven't missed a payment and I understand that cars have problems but this one goes above and beyond their CQC ( Carmax Quality Control). In the beginning they did fix stuff that was wrong with it, but there is still tons more wrong with it for a car that they said had no problems and passed their 125 point inspection.

Regards,

Review: I have bad credit and I am currently in the middle of a chapter 13 bankruptcy. I was able to be granted a loan thru [redacted]. Car Max is [redacted] biggest customer that is why I was referred to Car Max. Well I had my bankruptcy attorney file a motion to be granted secure debt. Which he did and I am getting the approval April 28th. I was told I would be getting approval 2 days earlier that's why I did the test drive. Well when I went into Car Max and test drove a vehicle on April 25th. I had agreed to buy the truck. and (Car Max insisted I put insurance on it) which I did to comply. Which I learn today April 27th 2014 that they had sent my insured truck to Kansas City. So anyone in this area could be driving a truck around that I have insured and was going to take delivery of on April 28th 2014.

I am very furious and want to know what can be done about this.Desired Settlement: Get me my truck back and discount it $1500.00 this was very bad business practice on their part.

Business

Response:

May 19, 2014

Review: I scheduled an oil change and wheel alignment for my [redacted] with CarMax of [redacted] on August 18, 2014. The service would be preformed while I was away conducting pre-deployment training at the National Training Center in [redacted], so my wife brought the vehicle in to be serviced. After the services were supposedly completed my wife left with the vehicle and noticed that the Low Tire Pressure indicator light had come on in the vehicle. She called CarMax to notify them of the problem and Tim Sullivan explained to her that this was normal and happens with newer cars after a tire rotation. This was a false statement which led to my wife continuing to operate the vehicle with the tire pressure being at an unsafe level. On August 23, 2014 the rear right (passenger) side tire blew out on the vehicle putting my wife and our 3 year old daughters lives in danger. When I heard of the incident I immediately contacted CarMax of [redacted] for an explanation and replacement of the damaged tire. [redacted], the service department manager, tried to explain to me that low tire pressure does not cause tires to blow out and it was operator error that caused the damage. He further stated that CarMax would not replace the tire and any other concerns should be taken up with the corporate office. I contacted the corporate office and spoke with [redacted] a Customer Relations employee. [redacted] then contacted me again saying that they would offer me a discounted tire. I declined because it was not my wife that performed the services of the vehicle that led to the blow out. It was CarMax, and I should be held even partially responsible for the cost of a new tire. The invoice says that CarMax "corrected the tire inflation". If this was done and the vehicle was test driven for 3 miles it should have never be allowed to leave the service area with a warning indicator light on; especially if it did not arrive with one.Desired Settlement: I would simply like a replacement for my damaged tire and installation. I feel this is the least they can do after putting my family though such turmoil.

Business

Response:

September 19, 2014

Review: I have recently sold my car to CarMax which ended up being a pretty simple and quick process, however... getting the money that they offered me after I sold the car to them has been nothing but VERY stressful and angry process on my end. My bank has a policy of a 10 day pay off window to receive the money, however CarMax asked for a 15 day payoff window which my bank did not recommend but asked my permission and I granted it. I am now regretting every single bit of it. It has now been 20+ days since I have sold my car to them and I have STILL not received my money!! I get a different story every day filled with BS answers and I have had it. I have contacted them everyday as well as my bank. The other question I had that they could not answer was to why they sent out a $20,000 check in REGULAR mail with absolutely NO tracking number on it. I am beyond angry with this entire situation and will NEVER work with CarMax again.Desired Settlement: I want my money sent to my bank IMMEDIATELY!!!

Business

Response:

11/21/2014

Review: When we went to check the car the sticker price was for $ 9,998.00 just about $10,000.00 value. We didn't want to spend more money on the vehicle since its a[redacted] used car. During the month of November 2013, it was just a few days after that we had gone through some very stressful situation. I had never bought a car from a dealer, when my mom asked to come with me to review the contract sale, they told her not worry since it was a small area and that they would take care of me. When I sent to the signing room. The man behind the desk showed me the taxes that applied, the [redacted] fee, the warranty and etc. Not once did I see the sale price, or the final sale price because if I had seen it I would have questioned it because the car sticker was $9998.00 or $10,000 below. I was under so much stress with no car I didn't ask to review sale price and final price. I was also told by salesperson the percent rate was going to be 3.5-4% and they lied and again didn't disclose to me at the time of signing that the percent rate was 7.45%.

Sadly, I also trusted the sales person since he works at my job and said to trust him. Not knowing the entire time that what the sticker price and paperworl while signing had been switched. I have witnesses to the price that was on the sticker on the car.

Also, had they showed me the entire final price there is no way I would have agreed to paying over $22,933.92 for a 2009 used car. I can provide signed and notarized witness statements and anything to prove that Carmax committed a fraud with the sticker price and then the final sale. And that they were quick to make me sign without my knowledge of the price change. and that they had told me the interest would be at 3.5-4%Desired Settlement: I would like Carmax to make the appropriate adjustments to what the sticker price said the car was being sold to me as which was $10,000 and under and apply the credits to my loan amount AND that they adjust the interest rate to what the salesperson told me at 3.5-4%

I thank you for your time on this scam I was a victime to.

Respectfully, [redacted]

Business

Response:

November 21,

2014

Revdex.com Serving

Central Virginia, Inc.

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

This will confirm receipt and review of a

complaint that was forwarded to your office by [redacted]. On November 9, 2013 [redacted] executed a

retail installment contract (Contract) to finance the purchase of a [redacted] (Vehicle). [redacted] indicates in her complaint that

the sticker price displayed on the Vehicle was $9,998.00 and not $14,998.00 –

which was the cash price disclosed on the Contract. [redacted] also indicates that the sales associate

informed her that the interest rate to finance the Vehicle would be 3.5 – 4%

rather than 7.45% disclosed on the Contract.

After review of our records and consultation

with the sales associate that handled the transaction, it is our opinion that [redacted]’ complaint is without merit.

We pride ourselves on providing a transparent

and customer-friendly retail experience. The processes that make up this retail

experience are intended to provide customers such as [redacted] repeated

opportunities to make an informed decision as it relates to vehicle selection

and credit. For example:

Sales associates and customers sit side-by-side at the computer

monitor while the sales associate enters credit application

information. Before sales

associates submit a credit application, customers must review the

information provided and attest to its accuracy. Note that the credit application contains

the estimated total cash price of the vehicle, (i.e., the sticker price

plus the estimated cost of items such as sales tax, registration and title

fees). In [redacted] case, the

estimated cash price on the credit application was $16,411.74.

Credit decisions are returned to both the customer and sales associate

to review together as they are displayed by the system. Offer terms are clearly displayed,

including [redacted] or interest rate, down payment requirements, monthly payment

amounts, and term duration, (e.g., 60 months). [redacted]’ review, selection and acceptance

of a credit offer is required before the transaction documents are printed.

The transaction documents are reviewed and explained to customers

before each document is signed.

This is a 4 step process:

Tell the customer what each form is;

Tell the customer the purpose of the form;

Walk the customer through the document; and

Tell the customer where to sign.

The first

document reviewed by the customer is the retail installment contract – which

contains the federal [redacted] disclosures, (i.e., [redacted], estimated

finance charge, amount financed, etc.).

The retail installment contract also contains an itemization or

breakdown of the total amount financed. A

copy of the transaction documents, including the sticker price displayed on the

vehicle, is provided to customers to retain for record purposes. Enclosed is a copy of the Contract and the

Vehicle’s sticker price that we provided to [redacted].

It is unclear from [redacted]’ complaint

when she discovered the alleged error regarding the Vehicle cash price and

interest rate. We recognize that some customers

– after the vehicle purchase – may question their decision regarding vehicle

selection or credit terms. For this

reason, we allow customers to return any used vehicle purchased within 5 days

with no questions asked and at no cost.

Customers are also free to pay-off their financing within 3 days with no

penalty or charge. The Contract is

currently being serviced by our affiliate, CarMax Auto Finance. [redacted] still has the opportunity to

refinance the Contract with another lender with no early pay-off penalty.

Further to the above, we are only able to

provide [redacted] with this explanation and not the relief that she seeks in

her complaint. Thank you for bringing

this matter to our attention and affording us the opportunity to respond. If you should have any further questions or

concerns, please feel free to contact me at [redacted], extension[redacted]. Thank you.

Sincerely,

[redacted]Legal Assistant

CarMax

Enclosures

CC: [redacted]

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.

I don't think it is FAIR practice to disregard my complaint. I have witnesses that are willing to sign and confirm the sticker price on the vehicle was listed on the car at $9998.00 on the vehicle. It is also not good practice to assume that their car lots, sales people, finance department are not committing FRAUD.There is no way I would buy a used vehicle, with mileage at the cost of a BRAND new car. They say next to me but didn't let me read and see the entire paper work that I was signing. And brushing this under the table is unacceptable. Please help

Regards,

Review: I purchased a car for 17,000.00 and when I went home it had one door that was not the same color or original door of the car when calling salesman he didn't talk to me

Business

Response:

November 24, 2014

Review: Carmax claims 125 point inspection , this was never performed or they would have found the existing problems from manufacture date of vehicle , Also never was provided a carfax report as advertised and have asked 40 or more times

Business

Response:

December 11, 2014

Review: I purchased a vehicle in June 2013, which suffered a catastrophic transmission failure in Aug 2014. The failure was determined to be caused by a lack of lubrication;in the past the vehicle had been run out of fluid. At the time of failure, the transmission had the manufacturer specified amount of fluid in it. This is the fluid that was in the vehicle at the time of sale, as verified by my service records. The new fluid was placed on top of the damaged transmission. Carmax denies this on the grounds that had this happened, the transmission would have failed before this point. This cannot be the case, as I have have all personal service records of the vehicle, with the verification that no transmission work has been done, whatsoever. The car is awaiting payment for the repairs at a separate dealer.Desired Settlement: All that I ask is for Carmax to pay the FULL amount of the repair, so that I can drive the vehicle that I still am forced to continue to pay for.

Business

Response:

December 19, 2014

Review: Did not have a pleasant experience with this dealership. All within a 5 day time frame... I found a [redacted] online at this location that my husband and I both agreed upon. I contacted Carmax and started the credit application, the salesperson told me that he was putting a sold sign in the window and that it would be held for me for a week to make arrangements to purchase...between having one vehicle, my husbands work schedule and 4 kids (2 infant twins, toddler and preteen) at home to coordinate a 220 mile round trip drive. A day later I received a call from the same person stating that other people online and in store were interested in purchasing this vehicle and it was because the price had dropped and that's probably why I jumped at it. I asked when the price dropped and how much as I had been stalking this vehicle for over a month and had alerts set up and never received this *price drop*, my question was avoided and I was told that someone had made an offer and it was no longer available for me to purchase. 3 days into this process I contacted another salesperson and did another credit application for a vehicle at another location in [redacted] to have transferred for a fee of $799.00 . Everything was set up and my credit cards were charged the $799.00 transfer fee. 4 days into the process I receive a call from a manager stating there was a "technical clitch" on their end, that my credit card was refunded but takes 5 days to go through and then had the nerve to ask for another $799.00 payment another way, after I told him that there wasn't and because of this "technical difficulty" in that 5 day period of refunding me that the vehicle could sell to someone else. The manager then told me that even with paying the transfer fee, that if someone saw it on the lot when it arrived and wanted to buy it that the transfer fee of $799.00 is non-refundable and I'm out that money. He then tells me that even if a deposit is made toward a down payment for a vehicle that it still cannot be held for me and I can be credited for another vehicle they may have there.(which not too many, if at all would fit 6-8 persons). After speaking with the manager I called the sales associate I talked to about this one and left a voicemail and emailed him, I never received an email back and it took 2 days for anyone in the office to call me back. Day 5 I started to purchase a vehicle at a local dealership and hit a snag with the bank, Carmax screwed me because of them using [redacted] auto to finance...my local dealership could not use [redacted] auto which made my APR go from 11.7% up to 17.9% with the next best financial institute. I'm not pleased with Carmax, I'm happy I did not go further with them after all the bad signs, I'm writing this to warn others and I will be contacting the Attorney General as a result of my experience.Desired Settlement: Since I did not purchase a vehicle from them because of the events I described above, I would like for the [redacted] Auto Loan that they applied for be closed and to be refunded the $2592.00 that my Auto Loan has increased as a result of their unethical business tactics.

Business

Response:

March

13, 2015

Via Electronic Mail

[redacted], Operations Team

Leader

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

writing in response to your letter which forwarded the complaint of Amber

[redacted]. In her complaint, Ms. [redacted] is requesting that Carmax close an

open loan with [redacted] and refund the amount that her loan allegedly

increased through another finance company.

Ms.

[redacted] did attempt to purchase two different vehicles from CarMax. There were some issues with the on-line hold

and the transfer not being completed.

Ms. [redacted]’s transfer fee was returned to her. As Ms. [redacted] never purchased a vehicle

from CarMax; there would be no open [redacted] loan.

CarMax

is sorry for the inconvenience that Ms. [redacted] experienced. There is

nothing additional CarMax will be able to do at this time. CarMax appreciates the opportunity to respond

to this complaint. If you have any questions, please call me at [redacted],

ext [redacted].

Sincerely,

Customer Relations Analyst

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.

Since I did not purchase a vehicle from them because of the events I described above, I would like for the [redacted] Auto Loan that they applied for be closed and to be refunded the $2592.00 that my Auto Loan has increased as a result of their unethical business tactics.[redacted] Auto Finance is the lender that we decided would be best when I spoke with the CarMax sales representatives. Even though they needed verification of income, bank accounts which would have been supplied if I hadn't had such a bad experience from this dealership. My husband and I then drove up to [redacted], NY and purchased a vehichle from [redacted]. [redacted] completed a credit application for us, the same that CARMAX had, we chose to use [redacted] Auto Finance as it was a better rate but come to find out they were not allowed to finance me through [redacted] because CARMAX owned the rights to the initial credit application, even though I did not purchase a vehicle from them... The monthly amount I was quoted by CARMAX for a more expensive vehichle(without warranty) was $100 less a month then I am paying now for a 3 year $4,500 warranty. Please see attachments of [redacted] Auto Finance letter for CARMAX and my monthly bill with Chrysler Capital that I had to settle for because of the position I was put in by CARMAX. Also CARMAX records their telephone conversations, please submit and review those as well.

Regards,

Review: I purchased a vehicle from CarMax Burbank location back in May 2014 and at the time of purchase the vehicle needed new tires which the Car Salesmen denied replacing because the tires was at the limit in between yay or nay mark. Since I purchased the vehicle I've only driven about 4,000 miles and now the tires are losing air pressure for no reason, so I took to a reputable tire shop and they advised the vehicle needed new tires because the tires are worn. I called The CarMax Service Manager and he advised there's nothing they can do and I expressed to him the safety factor and the fact that I now have to purchase tires within a year of purchasing the vehicle. Also, the DVD player in the vehicle never worked.

Product_Or_Service: May 2014

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like CarMax to replace the tires free of charge like they should have in the first place.

Business

Response:

March 27, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding the complaint dated February 27, 2015 regarding the Vehicle purchased from the CarMax store located in Burbank, California on or about May 9, 2014. Mr. [redacted] requested in the desired settlement for CarMax to replace the Vehicle’s tires at no cost.Mr. [redacted] mentioned in the complaint that he requested to have the Vehicle’s tires replaced at the time of purchase. However, he stated that CarMax declined his request due to the tires meeting CarMax’s tire standards of a 4/32” or above.According to the complaint, the Vehicle was recently taken to a reputable tire shop to address a tire pressure concern and was advised that all four tires needed to be replaced.Due to the tires meeting CarMax’s standards at the time of purchase, CarMax is declining Mr. [redacted]’s request to replace his tires at no cost. However, CarMax would like to extend the offer to replace Mr. [redacted]’s tires at CarMax’s cost as a gesture of goodwill.Mr. [redacted] can also schedule an appointment with CarMax or any ASE certified mechanic to diagnose and repair the DVD player concern, and encourages Mr. [redacted] to refer to the terms of his Extended Service Plan for more details surrounding the coverage of this repair.CarMax appreciates the opportunity to respond and considers the gesture of goodwill the resolution to the complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team