Sign in

CarMax , Inc.

Sharing is caring! Have something to share about CarMax , Inc.? Use RevDex to write a review
Reviews CarMax , Inc.

CarMax , Inc. Reviews (1863)

Review: I was sold a car that was sold as inspected but had multiple immediate issues. Offers for resolution were made that were not kept.

11-3-11 Purchased pre inspected car from car max. [redacted]. Defective remotes. One fixed. 11-08 the dash cracked. Car was making noise.11-13 took back car. CV boot cracked, throwing grease, belts ruined. Got repairs. Was told dash could not be repaired crack -too close to air bag. 11-13 called to talk to a manager about the crack on the dash and spoke to [redacted]. He said he would call me back. He didnt. 11-13 I am sitting in my car and cockroaches start appearing out o the dash. I was upset to see that. Called car max, no [redacted], my salesman no longer worked there so then I got [redacted]. He had me return the car, they bug bombed the car and also had to redo the CV boot/axle as fthe one they had just repaired had broke. Spoke to [redacted].Got repairs and bug bombed but told couldnt fix the crack. I was not happy with a cracked dash and kept trying to explain that I would not of purchased a car with a crack on the dash and I had a 30 guarantee on the car and due to all the issues asked for an additional 30 day warranty and [redacted] agreed but wouldnt put it in writing. 9-17 I heard from [redacted], he was told to call me by [redacted] to bring back the [redacted] and pick out a different car. They did not want to fix the das and decided to take back the car instead. I found a couple I liked and was set to meet with [redacted] on Saturday and was told to take out a new loan, which I did. 9-19 Heard from [redacted] not to bring back the car. He said it has now decreased in value and they would locate a different used dash for me to replace mine and so I agreed. I have never heard back from them again and am tired of the fight but what should have been a happy occation turned into the car max purchase from hell and years of payments to come. I have had the car 1 month now. I think they should have honored their word as selling completely quality inspected cars and either traded the car or replaced the dash as promised. They just passed me around and then dumped me in the end. I will not go back. I worry about the car and look at the crack every day. Tried to repair it myself and ordered a dash cover. Sad.Desired Settlement: I feel it would be fair to reemburse me for the cost to have a new dash replaced at the ** dealership or arrange for it to be done. A used dash from a junk yard could have additional defects or issues. I should have the defective dash replaced as they had promised me.

Business

Response:

December 23, 2013

Electronic Mail

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

Revdex.com

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

<st1:place w:st="on"><st1:city w:st="on">Richmond, <st1:state w:st="on">Virginia <st1:postalcode w:st="on">23236

Re: [redacted]

Dear [redacted]:

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

On November 3, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”) from CarMax in <st1:place w:st="on"><st1:city w:st="on"><st1:placetype w:st="on">Ft. Lauderdale, <st1:state w:st="on">Florida. [redacted] stated in the complaint that on November 8, 2013 the dash cracked. She felt CarMax just passed her around and then dumped her in the end.

On December 12, 2013 CarMax service manager called [redacted] and told her the new dash had been ordered from the dealer. We would install it.

At this time CarMax feels the issue is resolved. If you have any questions, please contact me at [redacted], extension [redacted]. Thank you for providing CarMax an opportunity to respond.

Sincerely,

Sr. Analyst Customer Relations

Consumer

Response:

Revdex.com,

CarMax did contact me and has installed the new dash as promised. I appreciate that this was done and finally taken care of. I can now feel happy about my new car again. Thank you for all your assstance in this matter.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and that this resolution was satisfactory to me. I consider this complaint resolved. If the company did perform as promised I can get back to you at: [redacted].

Regards,

Review: date: 9/12/2014I was told when I purchased my vehicle that there has been no accidents to the vehicle.But when I took it to a shop for some repairs they told me the vehicle must have been in an accident at one point and time.They told me the right side of the truck cab had been replaced and the vehicle has had frame repairs.Both spot welding and welding marks were fund on the truck even buckling of key areas on the frame were fund.I would have never known about the problem unless I took it in for repairs.The reason I took it in for repairs is because I skidded on some loose gravel and bumped my tire on the concrete small bearer on the side of the road.Witch my insurance took care of.But when they went to realign my truck they noticed the frame was bent and could not realign my truck right.The insurance company [redacted] came out to look at the truck, a second time they noticed rust marks on the parts that were damaged and noticed a lot of areas were covered with some kind of black paint over the frame.At that point the insurance told me they would not repair the frame.That the problem with the frame had to have had happen before the accident they are 110 percent share the frame being bent is not do to the accident I was shocked.So I tuck the truck to the dealer.They told me they would have to look at it.I said ok and signed there paper to leave the vehicle with them.But I told them not to try to realign the vehicle.So they called me the next day(09/11/2014)to meet one of their supervisors.They toke me back to the truck that is on the rack and said the frame was not bent when they sold me the vehicle and they told me they could not realign the vehicle.I told them not to even try to realign it and what do they do.They try to realign it and bind the alignment bar more.Then I asked them about the welding done to the frame and the right bed being replaced they told me they did not know anything about it.That the truck was skinned on that side.None of this was told to me when I purchased the vehicle.Desired Settlement: I would like to return the vehicle back to the dealer, have all my money returned including all the money I spent on the repair deductibles for previous repairs.I would even like to be compensated for my time I loosed.

Business

Response:

1 October 2014

[redacted], Operations Supervisor

Revdex.com

I purchased my vehicle approximately March 2014 from the Oaklawn location, and the salesman, [redacted], convinced me that the extended service plan was worth purchasing. About a year later my car was taken to the Tinley Park location and they didn't even fix part of the problem, and they allegedly fixed something engine related, yet only six months later, my car is not running. My vehicle broke down closet to the Oaklawn location, and several Carmax employees, including the service manager, [redacted], told me to find another facility to take my car to. I was very offended because when I came to make the purchase no one said take my money elsewhere. I now have to have my car towed to a farther location, which means that I have to pay for the tow. Then I either have to be stranded for a week or pay for a rental out of pocket, because the Tinley Park service manager, [redacted] said that they won't even look at my car until next Wednesday or Friday. So now I'm stuck still paying for an extended service plan, and the fees associated with this service keep adding up. I know that you big bad corporate people don't care about one little single parent that relies heavily on her vehicle, but I care about me. I have prepared individual income tax returns since 2007 and every year people are looking to buy cars, so this year every person who walks in my office is going to hear about how terrible my experience with Carmax has been and I will urge them to pass the message to all their friends and family members not to spend their hard earned money with Carmax, because their salespeople trick you into a service plan that they don't honor, and when you need the service plan all they do is provide excuses and not solutions.
Sincerely,
Disappointed Consumer :(

Review: I purchased a vehicle from the [redacted] location in April of 2012 where I also purchased the Maxcare extended warranty. In June of 2014, I sold the vehicle and submitted cancellation documentation to Carmax on June 16, 2014 which would entitle me to a refund of the warranty in the amount of $1079.00. As of today, August 15, 2014, I have not received the refund. I have made numerous calls to Carmax and have been told each time that this would require assistance from the home office and would require a call back. I have never received that "call back" or my refund.Desired Settlement: I would like to receive the refund of $1079.00 for which I am entitled to.

Business

Response:

September 9, 2014

Review: Purchased [redacted] from Carmax [redacted]. At deliverly, I noticed that the repair light was on. I was told that they had not reset it but the ar was fine because they throughly check their cars, as advertised. Just to bring it back in when I got a chance. Based on Carmax's advertisement's, I believed it. I also choose not to purchase the very pricey warranty insurance right then, again, because I was convinced that Carmax have throughly checked out the car; which lookd new, in and out. However, about two (2) months later, I had problems with the car cutting off on me. I took the car in and carmax attempted to repair it, rather than charge me, because the Supervisor confirmed with the Sales rep what he had told me about the light being on. I subsequently bought the car back 6 times within approximately 9. The fifth time, the car cut off on me as I slowed down while exiting out of the carmax lot. The last time was by tow, as when I came out of my Mother's house, it would not start. I was told that the engine was completely gone. They said that I did not have oil in it, but when I got the car back from carmax it had oil in it. I spoke with the sales Manager, the store Manager and the main office. They insisted that they throughly checked the car out(never said repaired errors found, which is assumed if you say that you throughly checked by a numerous point system in preparation for sale). They refused to take responsibility for the engine or assist with the 4500-5000 repair cost (and that is for a used engine). They refused to refund me for my trade-in with them at the time of purchasing the[redacted]. They even refused to discount me another car so that I could trade the VW in(with them). They refused to finance me through their own Carmax finance company. The main office refused to assist me past referring me back to the store Manager. The car is now in my driveway as I bear the heavy financial burden of paying for it in monthly payments in addition to a second car; which I had to purchase for transportation. The [redacted] was financed through [redacted] The amount still owed on it is too high to trade. My only option is to initiate a voluntary reposession, which would greatly damage my credit. The worst part about it also, is that Carmax is probably receiving residual income from [redacted] each month that I make a payment on the car loan. I am gravely dissapointed in the troubleshooting provided by Carmax. I sincerely believe that carmax knew that the car had engine issues before my purchase of it. I am convinced that contrary to their advertising, Carmax may have a point check system, but irregardless of it, they do not make repairs beyond that which is sufficient for a customer to drive the car off of the lot. I believe that they count on the customer purchasing overpriced warranty insurance(which carmax also receives income from). Overall carmax's AD's are misleading from precheck to after purchase. The only good experience that I had with Carmax was that the sales representative was very pleasant. I believe that he told me what he believed. I PLEAD WITH YOU TO INVESTIGATE CARMAX. ALL OF THESE CONSUMER COMPLAINTS CANNOT BE TAKEN LIGHTLY. Thank you,Desired Settlement: Refund down payment and monies earned from my trade, which worked better than what they gave me, as well as repair auto or replace auto and settle with [redacted] concerning me.

Business

Response:

August 27th, 2014

Review: To start, I had to put a complete set of brakes on this vehicle just after purchase. Also have just recently had a rear door latch break and tried to have this repaired, and in the process found out that there is a recall on this particular model through Ford involving the door latches. Carmax did not inform me in any way of this recall. The broken door latch put my 6 year old son in danger due to the fact that he has to ride in the rear in an infant car seat. I have also tried to trade this vehicle in only to find that I am upside down on the Fiesta by $6000 +, I was informed that I overpaid for this vehicle by about $2000 which also means that Carmax's no haggle policy is false advertising.[redacted]

Business

Response:

September 29, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID [redacted]

Dear Mrs. [redacted]:

I am writing

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

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

located in Lexington, Kentucky (“CarMax”) on or about March 9, 2015.

CarMax had not previously been made aware of

Mr. [redacted] concerns until the receipt of this complaint. However, in response, CarMax’s Location

General Manager, [redacted], attempted to reach Mr. [redacted] by phone on

or about September 20, 2015 and on or about September 23, 2015 to address his

concerns. [redacted] left messages on

Mr. [redacted] voicemail on both occasions and has yet to receive a return call

from him. If Mr. Sexton would like to

connect further with [redacted] he can reach him at [redacted] extension [redacted].

CarMax has also researched Mr. [redacted] claim regarding

not being informed about the door latch recall and found that this recall was

not reported on the AutoCheck Vehicle History Report at the time of sale or

anytime thereafter. Further research,

however, indicates that this recall was not released by the manufacturer until after

the Vehicle had been purchased from CarMax.

In addition, CarMax’s records indicate the

Vehicle was priced fairly at the time of sale and would like to invite Mr.

Sexton to visit the CarMax nearest him if he would like to have the Vehicle

appraised by CarMax at the current market value.

CarMax appreciates the opportunity to respond

to this complaint.

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

questions you may have.

Sincerely,

Review: They ADMITTED they sold me a defective 2014 [redacted] with a BAD ENGINE but they will not replace it with another 2014 [redacted] with the same amenities at the same price. They want to charge me more! I feel this is deceptive selling practice and they should make it right even if it costs them money on the deal.Location: 16110 North Freeway, Houston, TexasMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Replace my 2014 [redacted] with the same amenities at the same price.

Business

Response:

February

8th, 2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

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

2014 [redacted] Santa Fe

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Ms. [redacted] regarding her purchase of

the Vehicle from CarMax of Houston, TX (“CarMax”) on December 5th,

2015. In her complaint, Ms. [redacted] requested a replacement at the same

price due to mechanical concerns with the Vehicle after purchase.

On approximately January 8th

2016, CarMax agreed to a full return of the Vehicle and has since been working

with Ms. [redacted] to find a replacement. CarMax has transferred three

vehicles and will continue to assist until Ms. [redacted] finds the right

vehicle for her.

In

the event Ms. [redacted] has any questions about this, she may contact me at

1-800-519-1511, ext. [redacted].

Thank you for providing CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

Analyst,

CarMax Customer Relations

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: I was given a loaner vehicle to drive while my car was being repaired. The representative who assisted me seemed to be acting very strange but I decided to overlook it and go along with my day. A few days after taking possession of the loaner I come outside to discover the tires and rims were missing off of the vehicle I was loaned. It had been vandalized and ultimately I am sure it was the strange acting employee who took down all of my information for the loaner was involved. I'd resided at that location for over 4 years and never was there an issue until I come into contact with your thieving employee. I know he was behind what took place so I called in to speak with the service dept manager and initially they were wanting $500 to pay for the tires and rims that were stolen. I declined and opted to fight the situation as I'd just purchased a car and I know that it was a setup which involved your employee. After a week the manager contacted me and informed I would not be liable for the damage because they knew it was an incident YET now 2 years later I see where a claim was filed against my insurance. I have the recorded conversation with the manager promising the situation would be taken care of by CarMax and apologizing for any inconvenience. I would like someone to get in touch with me to rectify the situation or I will be obtaining legal counsel.Desired Settlement: I want the claim paid and/or removed as it was unauthorized and against the agreement made.

Business

Response:

July 30, 2014

Review: ON JUNE 6TH 2015 I BROUGHT A [redacted] FROM CARMAX IN JACKSONVILLE FA THE SELL PRICE FOR THE CAR WAS 21,998 AND HAD A SELL STICKER INDICATING THAT THE CAR HAD A 2.0 LITER IN IT AFTER BUYING THE CAR AND TAKING IT HOME TO GET SOME OTHER COMPANY TO REFINANCE IT FOR A LOWER APR. AFTER SPEAKING SEVERAL OTHER COMPANY AND GIVING THEM THE DETAILS OF THE FORD FUSION THEY SAID THEY WAS GOING TO TOUCH THE CAR OR FINANCE IT, I LOOK UP THE CAR INFORMATION AND FOUND OUT THAT THE HAD A 1.5 LITER IN IT AND AND NOT A 2.0 LITER AND THE DOR WEBSITE INDICATED THAT THE SELL PRICE OF THAT WAS ONLY 17,998 WITH THE MILES THAT WAS ON THE DASH BROAD OF 29,184 AT THAT TIME I HAVE TRY TO REACH BACK OUT AT CARMAX SALES PERSON THE SAME DAY TO ADVISE HIM IF THIS MATTER AND TO SEE WHAT CAN BE DONE I WAS TOLD THAT HE WAS GOING TO CHECK INTO BUT NEVER DID, AFTER A COUPLE OF WENT BY WAITING ON HIM, (06/18/2015) SO I CALL THE CORPORATE IN VIRGINA TO SEE IF I CAN GET SOMETHING DONE I DID SPEAK WITH ONE OF THEIR SOLUTION SPECIALIST THAT TAKEN MY INFORMATION AND FORWARD TO THE STORE, I WAS CONTACTED BY ON OF THE STORE MANAGER THAT TOLD ME THAT THEY WAS GOING TO DO NOTHING AND THE CAR HAS BEEN FINANCE AND OUT OF THE FIVER DAY TIME. I CALL BACK TO THE HOME OFFICE AND THEY FORWARD INFORMATION TO ANOTHER SALES MANAGER WAS NO HELP. AS CARMAX HAS ADVERTISE THAT THEY CARS GO THROUGH A 125 CAR INSPECTION ON THEIR BROCHURE. BUT HAS FALL TO MEET THEIR GUIDE LINE... AND THEY HAVE NOT TRY TO BRING ME IN FOR A BIGGER ENGINE AS THEY HAVE LIED.[redacted]

[redacted]Owner/Co-Ownder? YesDesired Settlement: I'M REQUESTING THAT CARMAX REPAY ME FOR THE LOSE AND NOT WHAT THEY THINK I SHOULD BE GIVING AND NOT BY NO KELLY BLUE BOOK VALUE AS THEY SAY THEY DONT GO BY.

Business

Response:

August 19, 2015

720 Moorefield

Park Drive, Suite 300

Richmond,

Virginia 23236

Dear Ms. [redacted]:

Thank you for forwarding the complaint

dated July 31, 2015 regarding the Vehicle purchased from the CarMax store

located in [redacted] (“CarMax”) on or about June 7, 2014.

CarMax has been in communication with

Mr. [redacted] regarding his concern, and has sent him check #[redacted] in the

amount of $500 as agreed to by Mr. [redacted].

In addition, CarMax also offered to assist Mr. [redacted] with locating a

similar vehicle with a different option.

This offer was declined by Mr. [redacted].

Based on the above options being

provided to Mr. [redacted], CarMax is declining to offer Mr. [redacted] any

additional compensation and encourages him to visit the CarMax nearest him if

he would like to pursue the option of selling the Vehicle to CarMax. However, CarMax would understand if Mr.

[redacted] chooses another avenue for the marketing and sale of the Vehicle as he

is under no obligation to sell the Vehicle to CarMax.

CarMax appreciates the opportunity to

respond to this complaint and considers this matter closed.

Please contact me

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

Sincerely,

Consumer

Response:

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

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

Regards,

AFTER CAREFULLY REVIEWING THE DOCUMENT OF MR. [redacted] AND THE RECORDING OF THE PHONE CALLS BETWEEN MR.[redacted] AND CARMAX, THERE SEEN TO A MISUNDERSTANDING WITH CARMAX AS THEY HAVE REPLY THAT MR. [redacted] AGREED TO TAKE THE FIVE HUNDRED DOLLAR CHECK AS OF JULY THE 1ST 2015 MR. [redacted] DID IN FACT SPOKE WITH [redacted] ON A RECORDED LINE AND DID ADVISE HIM THAT HE DIDN'T WANT THE CHECK AND THAT HE DIDN'T AGREED TO ANYTHING AS MR. EARL HORN DID IN FACT CALL MR. [redacted] ON 06/24/2015 AT 9AM THAT MORNING TO ADVISE HIM THAT HE WILL BE CALLING HIM BACK AT 1PM THAT AFTERNOON AND DID NOT RETURN THE CALL TO MR.[redacted] UNTIL 2PM, AS THEY WAS ON A RECORDED LINE AS WELL, MR. EARL HORN DID STATED TO MR. [redacted] THAT DIDN'T HAVE TO BRING THE CAR BACK IN TO THE JACKSONVILLE LOCATION. SO CARMAX HAS NOT BEEN UP FRONT ON ANYTHING THEY BEEN SAY AS THE CAR VALUE HAS BEEN OVER PRICE AND AS WELL THE ADVERTISEMENT OF THE ENGINE CARMAX IS TRYING TO PLACE MR.[redacted] AT RISK OF NOT BEING ABLE TO HAVE ANOTHER CAR REFINANCE AND WOULD REQUIRED ANOTHER CREDIT CHECK THAT WILL HURT MR.[redacted] CREDIT AND THEY HAVE DONE SO FAR..CARMAX HAS ALSO PAID TAXES ON THIS SAME CAR THAT ONLY VALUE AT 17,100 ON THE SAME DAY OF MR.[redacted] BUYING THE CAR AS MR.[redacted] HAS INFORM THEM OF THIS TOO WITH VIA TEXT MESSAGES TO THE SALES PERSON WHO HELP MR.[redacted] TO BUY THE CAR... ENGINE AS WELL CAR PRICE 11000 IN PRICE CHANGE.. MR. REQUESTED THAT CARMAX PAY THE REASONABLE MOUNT OF 10,000 THE ENGINE IS 6000 AND THE CAR PRICE IS 5,000 THEIR WAS A 5,000 MARKUP ON THIS CAR...! THANK YOU... ?

Review: On March 29, 2013, I purchased a [redacted] from CarMax of Columbia, SC. The vehicle was transferred from Florida. Upon inspecting the vehicle for purchase when it arrived, I asked about the condition of the tires and was told that the tired were fine and still had plenty of tread life. The mileage on the tires was approximately 53k miles. On October 30, 2013, only seven (7) months and 13kmiles later, I had to replace all four (4) tires because they were all dry rotted. I was told by the automotive shop that the tires were in bad condition for a while and that they should have been replaced over 20k miles earlier. They told me that the tires could have blown at any time, causing injury or even death depending upon the speed traveled. I contacted the dealer about this situation via email on November 1, 2013, and got no response.Desired Settlement: I would like to be reimbursed for the cost of the tires that I had to put on the vehicle and a written apology for not disclosing the truth about the condition of the tires.

Business

Response:

December 2, 2013

VIA ELECTRONIC MAIL

[redacted], Operations Supervisor

Revdex.com Serving Central Virginia, Inc.

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

<st1:place w:st="on"><st1:city w:st="on">Richmond, <st1:state w:st="on">VA <st1:postalcode w:st="on">23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am writing you in response to your letter dated November 6, 2013, wherein you forwarded a complaint from [redacted]. [redacted] requested in his desired settlement to be reimbursed for the cost of tires and to receive a written apology for not disclosing the truth about the condition of the tires.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in Columbia, South Carolina (“CarMax”) on or about March 29, 2013.

[redacted] on or about November 8, 2013 came into CarMax located in <st1:place w:st="on"><st1:city w:st="on">Columbia, <st1:state w:st="on">South Carolina to drop one of his tires off for CarMax to review. CarMax management on or about November 11, 2013 reviewed the tire. In addition, CarMax reached out to the repair center that sold [redacted] his tires to inquire on the reasoning for recommendation of replacing the tires. CarMax was advised from the repair facility due to tread depth of the tires and cupping in the front two tires.

CarMax apologizes for any inconvenience [redacted] may have experienced. However, based upon the condition of the tire that was brought in for review and the 16,000 miles [redacted] had put on the Vehicle since date of purchase, CarMax is declining the reimbursement settlement request as set forth in this complaint. In addition, during the last communication between [redacted] and CarMax, [redacted] shared that his other three tires were at the attorney’s office.

[redacted] stated he would be coming by to pick up his tire he dropped off. [redacted] still has not been in to pick up his tire.

Please contact me at ([redacted] extension [redacted] with any questions you may have.

Sincerely,

Analyst, Customer Relations

Consumer

Response:

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

There Has Been No Resolution Of My Problem.

Regards,

Review: I purchased an [redacted] from P[redacted] on 10/25/2014 in [redacted] and I am a resident in[redacted]. However, Iman advised all I had to do was take car to [redacted] and have inspected by another carmax within 10 days. It was Saturday and Carmax Service Center in [redacted] was closed and I was told to call back on Monday. Monday October 27th I drove to [redacted] Carmax to get the car inspected and was advised I had to make an appointment for an inspection. I spoke with [redacted] (repair manager) and he advised the soonest he could do was Friday October 31st and I told him that was unacceptable due to the 5 day money back guarantee would have expired by then. So he advised me to take to any inspection and Carmax would reimburse for any expenses. I took the car to [redacted] in [redacted] and paid $116 for the inspection and 3 hours later was informed by manager that car failed inspection for front left tire and two back tires were cupped and noisy. I immediately called back to [redacted] and advised them of the situation. I spoke with [redacted] in Repairs at [redacted] who was very understanding and was told they would put paperwork on hold. Then I spoke to to [redacted] and [redacted] managers at [redacted] who advised they would be back in touch. [redacted] did respond back and advised me to either bring back to [redacted] or he would see if he could arrange somewhere closer. He arranged for [redacted] Carmax which is 30 miles from my address. I was told carmax needed to see the vehicle again and when I arrived there on the October 28th their inspectors looked at tires and said the same thing. I advised them riding all the way to[redacted] was unnecessary as I had already had paperwork with failed inspection issues notated and I could have provided tire sizes to them by phone. Now that is two wasted trips and mileage on my car and the 5 day money back guarantee is running out of time.[redacted] ordered tires and I was told they would arrive in a few days. I called on Friday 10-31-2014 [redacted] answered phone and said tires arrived Thursday 10-30-14. I advised why didn't they call me yesterday and she said they may have arrived later in the evening. Then [redacted] stated I couldn't get tires put on until November 14th due to carmax didn't have enough technicians. Asked for Manager and spoke with [redacted] who also said the same thing. I called back to [redacted] and spoke with [redacted] and he called back to [redacted]. [redacted] informed me I could take car on Monday November 3, 2014 and car would be driven to another location and tires would be put on there. He also said I could get a loaner car. After thinking about it over the weekend I couldn't believe it would take a day to put on tires. On Monday Nov 3, I called [redacted] from 730a.m to 815am and no one answered. Finally [redacted] answers and I asked is there a reason no one answered the phone and she said she did not know as she just arrived. So I explained I was calling to confirm my appointment before I drove all they way down there. My appointment was at 9a.m. She then stated the tires would be put on at [redacted] as another technician arrived from another location. After tires were put on it dawned on me to check the tires as the car didn't feel the same. When I put car in shop the car had [redacted] Tires and Carmax in [redacted] put on[redacted] tires. After investigating the tires these tires are Summer tires. I cannot believe Carmax has put me through all of this nonsense after I have purchased several cars from them. Let alone all the gas and mileage I had to incur trying to resolve the issues with the vehicle.Desired Settlement: I would like an apology, complimentary services, extra warranty, 5 day money back guarantee should be reset to the day the car passes inspection, the same tires that was on the vehicle reordered and replaced.

Business

Response:

December 12, 2014[redacted], Operations Supervisor [redacted]Re: [redacted]Complaint ID[redacted] VIN: [redacted] (the “Vehicle”)Dear [redacted]:Thank you for forwarding the complaint dated November 3, 2014 regarding the Vehicle purchased from the CarMax store located in[redacted], ** on or about October 25, 2014. [redacted] requested in the desired settlement for CarMax to offer her an apology, provide her complimentary services and reorder and replace her tires at no cost. Additionally, [redacted] requested that CarMax extend the 5-day money back guarantee from the date the Vehicle passes inspection and offer her an additional warranty.At the time of sale, CarMax advised [redacted] that the Vehicle previously underwent and passed a[redacted] Safety Inspection. However, due to [redacted] being a resident of [redacted] (outside of the state of[redacted]), she would need to have the Vehicle re-inspected in [redacted] within 10 days of purchase in order to register it with the [redacted] brought the Vehicle to the CarMax located in[redacted], ** on or about October 27, 2014 to set up an appointment to have it re-inspected. According to the complaint, [redacted] was advised that the earliest available appointment would be October 31, 2014. [redacted] declined the appointment with the CarMax in[redacted], **.Shortly thereafter, [redacted] took the Vehicle to a[redacted] Dealership to have it re-inspected. [redacted]’s Vehicle failed the [redacted] in [redacted] due to the tire tread cupping and a noise concern coming from the tires. [redacted] then contacted CarMax located in[redacted], ** to advise them that the Vehicle failed the[redacted] Safety Inspection. CarMax in[redacted], ** suggested that [redacted] take the Vehicle to the CarMax located in [redacted], ** to have the tires replaced due to it being in closer proximity to her home.[redacted] brought the Vehicle to the CarMax Service Department in [redacted], ** on or about October 28, 2014 to have the tires re-inspected. CarMax in [redacted] also concluded that the tires needed to be replaced and ordered four new [redacted] tires to be installed at a later date. The tires arrived at CarMax in [redacted] on or about October 30, 2014 and were installed on the Vehicle on or about November 3, 2014. On the evening of November 3, 2014, [redacted] called the Service Department to inquire on why [redacted] Tires hadn’t been installed on the Vehicle as a replacement to her previous [redacted] Tires. CarMax explained that the [redacted] tires were comparable to the previous [redacted] Tires on the Vehicle.As a gesture of customer service, CarMax re-ordered four new [redacted] Tires and installed them on the Vehicle on or about November 20, 2014 at no cost to [redacted]. Additionally, CarMax would like to offer [redacted] two complimentary oil changes at her convenience as a gesture of goodwill.CarMax offered [redacted] the ability to purchase the Extended Service Plan (“MaxCare”) at the time of sale. However, [redacted] elected not to purchase the multiple package options offered. CarMax is unable to offer any additional warranties after the date of sale. Therefore, CarMax is declining [redacted]’ request to extend the 30-day limited warranty. CarMax is also declining [redacted]’ request to extend the 5-day money back guarantee. CarMax appreciates the opportunity to respond to this complaint and apologizes for any inconvenience [redacted] may have experienced. Please contact me at ([redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

Review: Absolutely terrible experience!!! I could not believe how terrible the car they put me in was. It had transmission issues right off the bat and it was a 2013. I do not believe the did that so called inspection correctly. Went to give it back and now they are giving me issues with giving my deposit back even though I returned within the 5 days. [redacted] the salesman just wants to make a sale and didn't take into account that I have a four year old daughter that would be in this hazardous car that lurched forward. No warranty on none of the cars unless you want to spend an extra 2500 for a limited one that covers basically nothing. These people get crap cars from auction and overprice them and talk you into making the deal so they can profit. Glad I thought it through or I would be stuck with a lemon. I went to [redacted] and found a cheaper car less miles with full warranty at no cost to me. Just waiting for my deposit to be given back and the loan to close out so I can get the car . DO NOT DO BUSINESS WITH CARMAX!!!!!Desired Settlement: I want a refund of money along with the loan to be closed out immediately since the car was returned within the 5 days.

Business

Response:

December 8, 2014

Review: I was a first time buyer and very excited to by my first vehicle because of the vulnerability I was sold what I would say almost inoperable car my sales person told me don't look at the year go by the mileage I settled with a 2014 saturn with. Approximately. 65000 no accidents and one owner seemed to be the one for me unfortunately this was not so I have had the car approximately a year and a half out of that time have that time it has been in the shop for repairs the repairs i'm estimating has been somewhere nere 10,000 now fortunately I had warranty but each time I have had to pay a deductible which adds up not knowing this car isnt made anymore I found out while the. Vehicle was under repair they could not find the part so they told me they would just repair. What I brought it in there for this car is not reliable am.pying good. Money for something still now. I do not feel save in this vehicle to go anywhere if I had known during the purchase time that this vehicle was no longer sold I wouldn't of bought. It I Have no guarantee I can repair this vehicle now and in the future especially whith no warranty because it ran out fjrst I would like my deposits ba ck my down payment on the Vehicle so I can purchase a reliable. car and surrender this vehicle without credit compromisingLocation: Make: Model: Owner/Co-Ownder? YesDesired Settlement: Refund. An exchange

Business

Response:

April 8th,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2004 [redacted] (VIN: [redacted]

the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Ms. [redacted] regarding her purchase of

the Vehicle from CarMax of Riverside, CA (“CarMax”) on approximately September

11th, 2014. At the time of purchase, Ms. [redacted] also elected to

purchase a MaxCare Extended Service Plan (“ESP”) for a term of 60 months or

until the Vehicle exceeded 100,000 miles with a deductible of $250.00 for

repairs completed at CarMax. In her complaint, Ms. [redacted] requested a full

refund and exchange of the Vehicle due to service concerns.

CarMax

addressed multiple repair concerns on the Vehicle since Ms. [redacted]’s purchase.

CarMax has not diagnosed any service concerns on the Vehicle since this visit

on approximately April 14th, 2015.

If Ms. [redacted] has any

current repair concerns on the Vehicle, CarMax would gladly complete a

diagnosis. CarMax will not participate in any return or exchange for the

Vehicle as Ms. [redacted] is outside of any warranty provided by CarMax. In the

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

complete an appraisal.

Ms.

[redacted] is encouraged to contact myself at 1-800-519-1511, ext. [redacted] if she

has any additional questions.

Thank you for providing CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

Analyst,

CarMax Customer Relations

Review: My van started having issues on 5/27/15 and I called the [redacted] location and advised what was going on and I had already took to an auto zone to have them do the free diagnosis and was told it was the code of multiple misfire and I purchased a warrenty package from carmax when I bought the car which was to last till 125000 miles. I was told by their service department that the earliest I could get an appointment was today 6/1/15. So from the time the van started having the issues to today when I brought it in the check engine light went off and was no longer acting up. I advised the service department of this when I went there and told them initially the check engine light was flashing and they advised me that even though it wasnt on any longer they will be able to pull the codes off of the computer and determine the issue and fix it and it would be covered under the warrenty that I purchased to cover engine issues thru carmax and it would only cost me my deductible of $150.00. An hour later they came back and told me they were able to obtain the codes and that they were unable to recreate what the issues was so they couldnt repair it and on top of that I had to pay for the diagnosis and it was $85.00.[redacted]

[redacted]Desired Settlement: I want either my van fixed as I was told it would be. My warrenty will be up in approximately 15000 miles and if it doesn't act up before than I will now be told I need to pay full price which is not fair..or if it does act up and is still under warranty I will be told I now need to pay the full $150 even though I was mislead or lied to. I want my money back for the diagnosis or my van fixed for the warrenty price of $150.00 minus the $85.00 that I already paid.

Business

Response:

June 11, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Thank you for forwarding the complaint10649045 received in

your office from [redacted] regarding the [redacted] that was purchased on or about April 11, 2012 at the CarMax

store located in [redacted] (“CarMax”). At the time of sale Mr. [redacted] did purchase the

MaxCare Extended Service Plan (“MaxCare”) good for 72 months or 125,000 miles

whichever occurs first. In this

complaint Mr. [redacted] is requesting for CarMax to fix the Vehicle and refund the

diagnosis charge.

According to our records, Mr. [redacted] contacted CarMax with

concerns of a check engine light on. CarMax scheduled an appointment for service on

or about June 1, 2015. CarMax informed

Mr. [redacted] that we could diagnose the Vehicle, but we may not be able to find

anything if the Vehicle didn’t store any codes and the check engine light was

no longer on. CarMax encouraged Mr. Mold

to continue to drive the Vehicle until the light came back on so that we did

not have to charge him a diagnosis fee.

Mr. [redacted] noted concerns that the light blinked one time, so CarMax then

offered to take a look at the Vehicle.

At that time, CarMax explained that MaxCare would not cover the

diagnostic fee unless there was a failed and covered component. Mr. [redacted] authorized the diagnosis of the

Vehicle. CarMax was able to pull code

P0300 for multiple misfires, but it was not specific to any cylinder. CarMax was unable to duplicate the cause of

the misfires as they were not active.

Mr. [redacted] paid a discounted diagnosis charge of $80.50. With tax included, Mr. [redacted] paid a total of

$84.61.

CarMax is declining the settlement request as set forth in

the complaint. There is no known failed

component to repair as of June 1, 2015.

However, if the check engine light comes on in the next 30 days for a

misfire with same code and CarMax can duplicate a problem, then we will offer a

reimbursement of the diagnosis fee paid.

CarMax appreciates the opportunity to respond to this

complaint.

Review: I had a vehicle (Stock #[redacted]) transferred for a fee of $749 from CarMax of [redacted] (Store #[redacted]) to San Antonio (Store #[redacted]). I spoke with a sales person, [redacted], that clearly told me the store inspected the vehicle and found no issues along with a clean VIN check. However, the hood was repainted. I acknowledged that is okay and proceed with the transportation process. The car arrived at the San Antonio location on 8/12, with [redacted] contacting me by phone to advise the vehicle will be ready by tomorrow. I was contacted on 8/13 at two different times: 1:55 PM CST to tell me the vehicle is ready to be looked at. I also got a call at 2:30 PM and was told that the vehicle's front end was damage due to careless parking by one of their employees. I arrived at the store by 3:50 PM CST to look at the car and saw that the front bumper had multiple scratches, a chunk of paint missing, and two creases in the grille surround and also the grille inserting a deep scratch into the valence. Due to the possibility of the car needing further repairs, I requested for a refund on the transfer fee as I felt the vehicle is now misrepresented by what [redacted] originally described the condition to be. I spoke to [redacted], and was told that the transfer fee was not refundable even though the vehicle was damaged prior to my arrival and only offer to fix the damage if I purchased the vehicle. I did not purchase the vehicle. In accordance to CarMax's Vehicle Transfer Fee: [redacted] What happens if the vehicle is damaged while in transit?

Our carriers try to handle your vehicle in the best way possible. They take any necessary precautions to ensure that vehicles are not damaged in-transit. However, in-transit damage is rare. If the vehicle is damaged during shipment, the fee may be returned."

CarMax is not adhering to what they claim. The vehicle was damaged by a CarMax employee prior to my purchase, and I no longer accepted the vehicle in its current condition.Desired Settlement: I want a refund of $749 back to the original debit card I used due to the vehicle being damaged prior to delivery to the customer.

Business

Response:

August 28,2014

Review: I purchased my [redacted] from CarMax on 9/26/13 and had the car repaired twice already. The last issue was that the RF signal had been damaged due to tint removal. CarMax transported the car from there VA Beach location. MD law for inspection required the tint to be removed and CarMax removed it and in turn destroyed the RF signal transmitter. I can't open or lock my doors or trunk. This also is security issue. I should be able to unlock & lock my doors and trunk from at least 50 feet. CarMax have been ignoring this issue and I have been calling the service manager [redacted] and haven't gotten any response.Desired Settlement: DesiredSettlementID: Replacement

I want the Rear glass to be replaced with an operational RF signal, so I can lock and unlock my car.

Business

Response:

January 23, 2014

Review: On August 26, 2013 I purchased a [redacted] with approx. 125,000 miles on it from Carmax in Lithia Springs, GA. I paid $100.00 to have the vehicle transferred from the Columbus, GA location. I did not purchase the extended warranty due to the high mileage already on the vehicle which is why I attempted to get the repair resloved with early enough in the 30 day warranty guranteed by Carmax. Upon purchasing the vehicle we were told we had a 30 day warranty for defects/repairs needed on the vehicle. After having the vehicle for two days it started making a weird sound and I was unable to turn the steering wheel without it knocking or chunking. I immediately took the vehicle back to Carmax in Lithia Springs for them to inspect the problem. I was given a rental car for approximately 4-5 days. I received a call from Carmax stating that they inspected the vehicle and couldn't find anything wrong and that the problem I was having was considered "normal operation of the vehicle" I was still skeptical about this but after being reassured by [redacted] in the service department that their service center was correct in their diagnosis I took back possession of my vehicle. After about another week or so I was still having the same problem but it was becoming more annoying so much so that I actually paid a repair shop in the area to diagnosis the problem, where they advised me that my transfer case was chunking and going back after driving long distances. Again, I called [redacted] and explained to her that I was still uncomfortable driving the vehicle in its current state and went to get it inspected by an independent repair shop and gave [redacted] the diagnosis from the independent repair shop, she again had Carmax's service center inspect the vehicle and again said that the chunking was again "normal operation of the vehicle" I was still skeptical so [redacted] suggested that she send the vehicle to [redacted] next for inspection. Upon sending the vehicle to [redacted] the service the department didn't drive the vehicle in order to find the problem so hence they couldn't diagnosis the problem. The vehicle was returned to me after about three days of no repairs but again [redacted] insisted that this was "normal operation of the vehicle" dispite what the independent [redacted] repair shop stated and even showed them where to find the diagnosed problem on the [redacted] bulletin board online.

As of today the same problem has worsened. The vehicle has become unstable where my family and I is unable to drive it. I have been calling Carmax for about a month to try and get in touch with [redacted] and have left messages but none was returned. Today, we took the vehicle to Carmax's Lithia Springs location and attempted to explain our situation to [redacted] and Service Manager [redacted] to be told that we were beyond the warranty mileage. We attempted to explain to both [redacted] and [redacted] that we have brought the vehicle in to them several times for the same problem that has worsend and caused the vehicle to become unstable all times was within the 30 day warranty period and with a week of purchasing the vehicle to only be told by Carmax's service center each time that this was "normal operation of the vehicle". Per Service Manager [redacted] there is nothing they could do because of the mileage in which the car was intially purchased with high mileage AND the fact that mileage should not have anything to do with them covering the repairs since I requested that they fix the problem within the warranty time period and the fact that I was told Several times that the problem was considered "normal operation of the vehicle" so we didn't expect the problem to worsen since it was supposed to be "normal". I have only had the vehicle 6 months and feel that Carmax should honor their warranty and fix this repair of no charge to us.Desired Settlement: I would like Carmax to have the problem we initally reported during our 30 day warranty repaired as was guarantted by their warranty. We should not have to pay for this repair since it was reported timely and within warranty (2 days after purchasing the vehicle and several times after - still within the 30 day warranty.)

Business

Response:

14 March 2014

[redacted], Operations

Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted],

Complaint #[redacted]

[redacted], VIN [redacted]

(the “Vehicle”

Dear [redacted]:

Thank you for forwarding the complaint received in your

office from [redacted] regarding the above referenced Vehicle, purchased from

CarMax of Lithia Springs, Georgia (“CarMax”), on 26 August 2013. In her complaint, [redacted] requests a

repair of the Vehicle at no charge to her under the terms of the 30-Day Limited

Warranty, stating that a current issue with the Vehicle is related to a

complaint that was reported to CarMax within that period of time.

A review of CarMax’s records indicates that on 4 September,

2013, CarMax inspected the Vehicle for a knocking sound as reported by [redacted]. A CarMax technician determined

that the knocking sound was related to the tires, and occurred when making

sharp turns, and that there were no repairable mechanical issues with the

Vehicle. The Vehicle was then sublet to

another dealership for a second opinion.

The dealership inspected the Vehicle and also determined that there were

no mechanical problems and no repairs were needed. CarMax

has not had the opportunity to repair or service the Vehicle since that time,

and is not aware of any diagnosis of any concern that the Vehicle may have at

present.

If the Vehicle is in need of repair at this time, CarMax

would be happy to diagnose and repair it.

However, as the 30-Day Limited Warranty has long expired, any repairs

would be at the expense of [redacted].

If she wishes to pursue a repair, she may call CarMax to schedule a

service appointment.

Thank you for the opportunity to respond. If you have any questions, please contact me

directly at [redacted] extension [redacted].

Sincerely,

CarMax Customer Relations

Review: I am recently divorced and I purchased a car and I provided a divorce decree to the salesperson and made sure that my maiden name would be listed on the title and registration, NOT my married name. The salesperson assured me that as long as I provided the divorce decree, it would be fine. I double checked with the cashier office when signing papers, she assured me it would be fine as well. I received my title/registration, both of them state my married name on them. I had contacted them several times, they told that I would have to go to the [redacted] to fix it (because [redacted] made the mistake). I went to [redacted], they told me the titling was done at the dealership and they would have to charge me to change my name on the title. Everytime I contacted Carmax about this issue, they tell me the same thing and seems very unwilling to help. I would always have to initiate contact although the staff told me they would contact me. I am unhappy with lack of communication and their incompetency.Desired Settlement: I would like to have the processing fee back ($99), plus the fee that would require for me to fix the name change and compensation for the time I will have to spend @ [redacted].

Business

Response:

August 5, 2013

Review: I bought the car in March of this year. Since then, it has been in twice for the air conditioner, four times for brakes, once for the window falling, and today it stopped running when it was idling, (they had been told the engine was stuttering.) I have spoken at length to a salesman and the service man. I want CarMax to simply buy the car back at what I owe. The most they will do is an appraisal amount of $8,000. I do not feel this is a safe or dependable car and, most definitely, not what worth what I owe, ($13,000.) After contacting the Greenville branch, I also sent an email to headquarters with no response. It has now been approximately ten days since that correspondence. My funds are extremely limited and, while I have an extended warranty, I do not have the money to pay $150 deductible every time something goes wrong. I am a teacher and am on my own, I also have to pay others to help me out. My fear is that something is seriously going to go wrong, (as it almost did today,) and cause an accident. Any help in getting this car off my hands will be greatly appreciated.

Thank you,

[redacted]Location: Greenville, SCMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I ask that CarMax buy the car back at what I owe.

Business

Response:

January 11, 2016

Devan Mann,

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

2008 [redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated December 23, 2015 regarding

the Vehicle purchased from the CarMax store located in Greenville, South

Carolina (“CarMax”) on or about March 3, 2015.

In her complaint, Ms. [redacted] describes concerns with her air

conditioning system, one of the windows, and the Vehicle not running, as well

as her appraisal offer and MaxCare Extended Service Plan deductible. Ms. [redacted]

requests that CarMax buy back the Vehicle at the amount owed to her finance

company.

CarMax’s records indicate Ms. [redacted] worked with the service

department within her 30 day warranty period, when concerns with the air

conditioning and a gasket were addressed. Service records also state that on a

second visit CarMax assisted by resolving a brake rotor concern at no cost to

Ms. [redacted]. CarMax’s records indicate the service department assisted by

replacing the brake pads at no cost to Ms. [redacted] after she expressed noise

concerns for her third service visit. The final service visit that CarMax has

on record lists a window regulator that was replaced under Ms. [redacted]’s MaxCare

coverage.

CarMax’s records indicate that an appraisal offer was completed

for the Vehicle on or about December 15, 2015. Factors such as mileage,

interior and exterior condition, and market trends can affect the appraisal

value. Records state that Sales Manager

Taylor [redacted] connected with Ms. [redacted] around the time the appraisal was

completed to discuss her concerns. While CarMax declines to purchase the

Vehicle for the amount owed, Ms. [redacted] is encouraged to connect with Taylor

[redacted] by calling the store at 864-284-0331 if she has additional questions

about the appraisal.

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, Customer Relations

Consumer

Response:

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

While the response is factual, it does indicate that the car has continuous issues. I do not have the time, possible funds, or contacts to constantly drop the car off for the same issues to be fixed. Whenever I drop the car off, I have to get people to help with transportation, pay them for their time and gas, and then turn around and do it all again. Once again, the information is true, but I feel this is more of an ethical issue. The car is simply not up to CarMax quality, and I feel it should be handled based on the ethics of their reputation.

Regards,

Review: While looking online at vehicles, there was a [redacted] advertised for $10,998. I requested a transfer from the Dulles, VA location to the Fredericksburg, VA location. Shortly after doing so, I received a call from the Fredericksburg location that it was no longer available and that the price was a mistake. However, if I brought in the paperwork they would work to honor the price. I contacted the Dulles location and asked if the vehicle was available. They stated that it was and that I could have Fredericksburg request the transfer. However, once I talked to the Fredericksburg location they said that they would not honor the price. I contacted the corporate location and told them that this was false advertisement and they responded that it in fact was not, that it was a human mistake and they would not honor the advertised price.Location: Make: Model: Owner/Co-Ownder? Desired Settlement: I will not ever do business with CarMax . They need to honor the advertised price that I have a printed copy of. I understand human mistakes, however, do not publish it to the Website as the sale price and then state that it will not be sold at that price.

Business

Response:

November 24, 2015

[redacted], Operations Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

Dear Mrs. [redacted],

Thank

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

her attempts to purchase a vehicle from CarMax of Fredericksburg, VA (“CarMax”).

In her complaint, Ms. [redacted] requested that CarMax honor an advertised price for

a vehicle on the web site.

CarMax

discussed the price of the vehicle with Ms. [redacted] and explained that an error was

made on the website listing. As is stated in the CarMax Terms of Use policy on

CarMax.com, “the information provided on this website is advertising only and

in no way constitutes an offer for the sale of goods or to provide a service…CarMax

will not be responsible for errors found on this website, including but not

limited to, pricing errors.”

In

the event that Ms. [redacted] would like to purchase the Vehicle, it remains for

sale at the corrected listed price. Ms. [redacted] also submitted a request for

CarMax to reserve another vehicle for sale, which she subsequently cancelled on

November 10th, 2015.

Ms.

[redacted] is still welcomed and encouraged to purchase a vehicle from CarMax. If Ms.

[redacted] has any further questions regarding this matter, she may contact me

directly at 1-800-519-1511, ext. [redacted].

Sincerely,

Curt D[redacted]

Analyst, CarMax Customer Relations

Check fields!

Write a review of CarMax , Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

CarMax , Inc. Rating

Overall satisfaction rating

Description: Auto Dealers - Used Cars, Used Car Dealers (NAICS: 441120)

Address: 12800 Tuckahoe Creek Pkwy, Richmond, Virginia, United States, 23238

Phone:

Show more...

Web:

This website was reported to be associated with CarMax , Inc..



Add contact information for CarMax , Inc.

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated