CarMax , Inc.

I was swindled into accepting the terms carmax offered thinking I could refinance with my credit union. The loan is higher then the truck is worth. They have the most ridiculous policy of allowing the buyer to return the truck for any reason under five days, but can not get the buyers trade in vehicle back. I have a [redacted] credit score and got a 8.25 interest rate. What a rip off. I learned my lesson. Stay away from carmax and go to a real dealer!!!

I got my car from Carmax in August 2014. It's a 2005 [redacted] and it's the worst car ever! Had I done my research I would've known about the transmission problems these car models have. But I had to learn the hard way. Within 30 days the transmission was making the car jerk extremely hard and would get stuck in between shifts. Took it back and they tried to make me pay for it. I told them no because the car didn't last for 30 days! They went ahead and took the car for 2-3 weeks just to do a temporary fix. All they did was place the valve piece and not the transmission. Months later the car gave out on me again in the middle of a busy intersection! I called to see if I had a warranty on the repair they did before, I never received a response back. I had to pay $1900 to get the transmission and alternator replaced. Now the car is still doing the same exact thing! Called corporate to make a complaint and they told me they understand I don't have any confidence in them even though they can promise me they will fix the problem this time. Of course I don't have any confidence the problem should've been fixed the first time! I don't have the money to keep trying to pay to "fix" a problem that nobody is quite sure on what it actually is! I live in [redacted] so I will definitely look into the lemon law and get a lawyer to resolve this issue at this point. I'm fed up and I will NEVER do business with Carmax again!

Review: I purchased a [redacted] from carmax on 5-14-2013 right after the 30 days warranty was over on the [redacted] I start hearing a knotting noise under the truck but it was not real bad to take it rights in to get it check out until on 07-09 or 07-10 I call to make a appointment to take it in to get it check out on 07-18-2013 I talk to [redacted] he is the I guess the shop supervisor he told me that there is a fee just to bring the truck in but since it wasn't long me having the truck he would wavie the fee just bring it in too see what's going on with it. they check it out and said that the rear stabilizer bar link need to be replace,my sway bar link, my right engine mount my left engine mount,and they were going to replac my muffler clamp and muffler. now all this was told to me from [redacted] the supervisor that was not nothing I did just wear in tear and they just wanted me to pay have of my extended warranty which is a 250 deductible which hey wanted me to pay half which is 125 dollars,they said I would have to meet them half way on this but this is on my contract that they 100% inpect there car before they sale them why is my motor mounts,sway bar link,and muffler need to be replace all underneath the truck.

Product_Or_Service: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like for carmax to fix my truck and get me a rental free until the work is 100% done on my truck,nothing coming out of my pocket do to this matter as stated to me by [redacted] the supervisor this had nothing I did. if you look at carmax service contract they say they inspect the front end suppension way is my sway bar links need to be replace and motor mount both side need to be done

Business

Response:

August 26, 2013

Review: I am writing this report do to the horrific experience I have been having with Carmax in [redacted]. On Saturday, June 28th 2014, I traded in my [redacted]o Carmax for a [redacted] When test driving the vehicle the initial concerns of the tires and suspension vibrations were brought to their attention along with the seat heaters not working. The car was purchased and then scheduled to be brought back on Tuesday for the repairs to be made. The vehicle was returned on Thursday night (3 days). The car was still shaking and then scheduled the following week again, this time for them to rebalance the tires that were just put on and also to turn the rotors that were warped. They also needed to put the switches in that were ordered the previous week for the seat heaters. After 3 more days the car was returned still shaking at highway speeds and the seat heaters still not working (not the biggest concern living in FL). That weekend paid Sears to rebalance the tires and hoped all would be better….WRONG!

The following Friday August 8th the check engine light comes on and the vehicle was sputtering to the point of not being able to be driven. Called and spoke with [redacted] (sales manager) who provided the tow company to pick up the vehicle over the weekend and have it looked at and repaired. [redacted] (service writer) called to let me know the update and stated the engine was misfiring and needed to have a coil plug replaced. They ordered the part and the next day I was told that the spark plug was also bad so that too needed to be replaced. I brought the concern up that they were replacing one spark plug when any mechanic will tell you that they are replaced in sets. At that time I asked for what plug was being put in so I could order the other 3. He confirmed the factory NGK iridium ir plug was ordered and they were getting all 4. Since they were going to be holding the car longer than anticipated I met up with [redacted] to get some stuff out and while up there it was noticed that the tech had jacked the car up on the wrong points, thus bending the fenders….[redacted] said it would be repaired and not to worry.

Two days later [redacted] calls with the update that they still had a sputter and was sending the vehicle to [redacted] to have it looked at their and repaired. I was given the number to speak with [redacted] (service manager at [redacted]) and spoke with him the following day. First problem he found was that they replaced the coil with a non OEM coil and Carmax installed a cheap set of Autolite spark plugs that were not even correct for the vehicle. He also took the liberty of repairing the timing that had an open service bulletin. Ultimately the issue with the vehicle was Carmax installed the wrong part now causing the vehicle to need all 4 coils and all 4 plugs to be replaced along with the computer needing to be reprogrammed.

The car was returned to me on the 26th of August (18 days from car dying) and I was hoping all was better and I could finally drive the car I just made my first car payment on….again, WRONG!

One week later the car decides not to turn over at work and now needs to be towed again! I expressed to [redacted] again that I am not happy and they need to take this car back and let me find another vehicle. He replied with having them look at it again before any decisions are made. I finally agreed and the end result was they had to clean the starter wires since they were not allowing the correct voltage thru to start the car.

When picking up the car the door had been scratched and I have not had it with this car and the lazy and destructive mechanics they employ. We brought the concerns and the frustrations to [redacted], first with the issues of the car, and then also the complete lies that were told in what was being put in the vehicle verses what actually was done. It was deceptive, reckless, and extremely unprofessional to say the least. The car has spent 27 days in the shop and I made the first car payment while driving a loaner car that

was filled with cigarette ashes and completely filthy. The response was that they would appraise the vehicle and buy it back at the current value and any negative equity would have to be absorbed in our new financing.

That is completely unacceptable. We have only had this vehicle for a 1000 miles, and the entire time we have been lied to, misled, and now expected to take what they are willing to pay for it back! Why should I be penalized for their repeated mistakes?

Completely disgusted I took the vehicle home (Sept 4) hoping this would just all be over and I could just move on knowing that it is running ok again….WRONG AGAIN!

I am now writing this on Sunday (Sept 7th) waiting on the tow truck once again for the car to be picked up again since the check engine light came back on with the vehicle sputtering again! Are you kidding me!!!

This needs to be addressed ASAP! I was sold a garbage vehicle, lied to and only offered the option that would financially benefit CARMAX!Desired Settlement: Preferred is to pay off the lien and take the car back. Negative equity from the traded in vehicle (offered price vs payoff) be added to a different vehicle that we will purchase at location. Car payment made be refunded. Secondary acceptable resolution- Fix the vehicle, refund the car payment made while drive several loaner cars, and full 90 days warranty on vehicle for any other problems that may have been caused by all of this.

Business

Response:

19 September 2014

Review: When they delivered the car, they had issues trying to install the temporary plate onto the vehicle. First they tried to install the screws at an angle, which would have damaged the vehicles license plate holder by stripping the threads, so I told them not to do that. Then they punched their own holes into the temporary license plate holder instead of using the rivets provided. They did not reinforce the plate at all.

The plate came off due to faulty installation, and I had to purchase a new temporary plate at the DMV. When I asked CarMax to refund the money they said no. Why should I pay for their bad workmanship?Location: 11213 S Jordan Gateway, South Jordan, UT 84095Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I want them to refund my DMV charge for the new temporary plate

Business

Response:

April 21st,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2013 [redacted] (VIN: [redacted] the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Mr. [redacted] regarding his purchase of

the Vehicle from CarMax of Salt Lake City, UT (“CarMax”) on April 4th,

2016. In

his complaint, Mr. [redacted] requested a reimbursement for a charge from the

local Department of Motor Vehicles (“DMV”) for a temporary license tag.

Mr.

[redacted] contacted CarMax after the temporary tags on the Vehicle were detached

while driving on approximately April 8th, 2016. CarMax understood

the urgency of Mr. [redacted]’ concern and went to the local DMV location to pick

up new temporary tags for the Vehicle. These temporary tags were then given to

Mr. [redacted] and he was not required to pay for their replacement.

CarMax has had no further

communication with Mr. [redacted] and is unaware of any charges that he may have

incurred via this concern.

If

Mr. [redacted] has any further questions, he is welcomed to contact myself at

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

Thank you for providing CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

Consumer

Response:

I actually already posted a message to this complaint explaining that they had resolved the issue. I still think it's bad that I had to submit the complaint before they would take action, as they mentioned the complaint when I picked up my plates, and I have many other issues with the sales process and how I was treated, but nothing that would constitute a violation of minimum ethical practices in my mind.

Regards,

Review: ON August 13, 2013, my wife and I were looking at a [redacted], which had a dead battery when the salesmen went to start he car. He charged it, and we drove it, and drove three others. Then we came back to this car to drive again. The battery was dead again and the salesman charged it again. I told him we would like the car, but would only take it if there was a new battery installed. He agreed, was very helpful, and the car went to service. After paying for the car, I went to the service to pick it up, and the salesman had been told by service that they had "taken care of it (the battery replacement)". I did not check under the hood based on what was told me. When I went to start the car on August 16, nothing worked and it would not start. No sounds or clicks, just silence. I opened the hood, and the same old corroded battery still in place. I called the White Marsh store and asked for the manager/supervisor. I was told there were several. The service dept. was closed. The male operator chose one who was no in the store and it went to his voicemail. I explained the problem to the voicemail, and received no return call. I called again about an hour later and got the business office, who would not transfer me to whomever was in charge, but said I would receive a call back. I did not. I called the salesman, who understood the issue and said he would see what could be done.Desired Settlement: The battery must be replaced with a new high quality battery. We need compensation for the loss of the use of the car, which they refused to fix, and lied that it was fixed.

Business

Response:

August 23, 2013

Review: 16 months ago my wife and I bought a [redacted] from CarMax. It was a very pretty car with great mileage. The sales guy gave us this whole pitch about how the [redacted] edition was very rare. This car had low mileage because typically people don't drive these. They collect them. He told us typically this edition costs $1000's more but because they got it at a good deal, they were passing the savings onto us. He told us the [redacted] addition could cost an extra $8,000.00. We were only paying slightly more than the base price, because CarMax got it for such a good deal. We bought the car. Fast forward 16 months. I am getting my [redacted] edition serviced at [redacted]. I am talking to the tech about my car. He looks at me stone-cold and says "This isn't a [redacted]....this is a base [redacted] that someone put a kit on." I argue with him...until he walks me over to how a real [redacted] should look on the inside...and how mine looks. Clearly. Mine was not a [redacted]. It has all the markings...and a kit to make it look like one....but it's not. I was absolutely mislead at CarMax. I don't have a rare [redacted]...I have a base [redacted] they dressed up to make look like one. I called CarMax. They told me to bring my car in. I did. They looked at it and said they aren't perfect...that when people sell them cars they try to verify all the information is correct but sometimes they are wrong. They the purchasing manager shows me on my paperwork where [redacted] is listed under "options" not as a "trim." I have got to tell you. I am not a car expert. When the sales guy tells you its a [redacted]...and when it has [redacted] listed on the paper work....regardless of where it is....most people would assume they are telling you....its a [redacted]. I certainly did not know someone could buy a kit to make a regular Mini look like a special edition Mini. I did not know CarMax would lie about what the car is. I told the purchasing manager exactly what the sales guy told me and you know what he said "I understand why your mad. I sympathize with you. Unfortunately we can't help you." I said your sales guy lied and he said "Yea. Unfortunately we can't do anything about that." He said it's listed as just an option not a trim...I explained there is no way anyone would know that...and he said "I understand that." Here is what I learned: At CarMax if you think your getting a "really good deal" look into it...chances are you really aren't getting that good of a deal, and whatever you do....don't just trust the sales guys. They will lie to make a sale. Ours certainly did. The other thing that really stuck out is how fast each division of CarMax will try and cover their own butt. It is truly shocking.Desired Settlement: I want this made right. They made a car out to be something it is not. Regardless of how they say it is listed. No where on the paperwork does it say: [redacted]. It just says: [redacted]. When the sales guy tells you its a [redacted] that should cost thousands more...and the paper work says "[redacted]" you'd assume its a [redacted]...they knowing mislead me to make a sale. The sales team absolutely lied about what the car was.

Business

Response:

August 27, 2013

Review: I purchased a [redacted] from CARMAX [redacted] on 6/30/13 and was extremely satisfied with the purchase. The sales representative, [redacted],, was very helpful & the entire process was smooth with very little stress involved. I notified the sales rep a few days after purchase that I was happy with the car but there were a few things that concerned me - the alignment seemed to be off (the steering wheel pulled to the right), the passenger's side seat belt didn't extend normally and there was an error message on the navigation screen regarding a malfunctioning left turn signal. She informed me that all of these things could be repaired or addressed at their service center across the street and that they were covered under their 30 day plan. I made an appt with the service center to show up at 2:15 pm on a Wednesday and I showed up as promised. They inspected the car for approx. 15 minutes and told me there wasn't enough time in the day to address the issues. I informed the service rep, [redacted], that I have a hectic work schedule so I can't afford to be driving back and forth too often. He states that I can come back the following day after hours, leave the car in their parking lot and slip the key through their door with a note. He also states that they can fill my gas tank for having to drive over twice in one week. I drop the car off the following day (Thursday evening). I receive a call from the service rep on Friday morning stating that it's taking them longer than expected to address the issues and I told him that I was fine with leaving it over the weekend as long as their was a good quality of work done. The next time I heard from ** was Tuesday (2 business days later) informing me that the repairs weren't done but they were doing everything they could. I asked him how much progress they've made and he talked me in circles trying to avoid the fact that, essentially, nothing had been done in 3 business days. I inform him that I'm unhappy with the service so far and I'll be picking up my car later that day. He agrees. I arrive at the service center after hours (approx 6:30 pm), all employees were gone from the center and my car was parked next to a running sprinkler on the lot. I pick up my keys from the main lot and inspect the car. Not only had NOTHING been fixed on the car but my gas tank was empty, the passenger's side mirror was bent in a direction that it shouldn't normally bend and there was damage to the front bumper plus small chips to the hood as if it had brushed up against a wall. I was furious. When I had dropped the car off it had just been washed and now it was filthy. There was a part of me that wished I had never left it there at all. I called the service center the following day and asked to speak with the manager. I was told he was busy and I would receive a call back within a few hours. That call never came. I called again two days later and was put on hold for about 5-10 minutes only to be hung up on. I called back immediately and was told that the manager was busy and I would receive a call back within the same day. That call never came. This went on until the weekend so naturally I was disappointed and frustrated. I took the car to a local [redacted] the following Saturday. Everyone was hospitable, they performed a 27-point inspection free of charge and ALL of the issues with the turn signal, alignment and seat belt were fixed in 3.5 hrs for $299. The following Monday I was able to speak with the service center manager, [redacted], and I informed him of how disappointed and tired I was with the whole situation. We made an appt to meet on Tuesday between the hours of 8-12. I call ahead at 10 am and he tells me that we can't meet because he has to conduct some interviews. I insist that we meet since this is the time he provided me with and he agrees. Upon arriving, we inspect the car and I show him the damage to the bumper plus hood. He claims that it is unlikely that his technicians caused the damage since the vehicle was only driven 3 miles while it was there. We step inside his office and he acknowledges that none of the repairs were done in 3 full business days. I clearly stated that it was the left turn signal (the error message on the main screen stated this as well) but for some reason the technicians changed the rear light bulbs and reset the computer in hopes of fixing the issue. I inform him that my car was filthy and was on an empty tank at time of pick up. He apologized. I inform him that the repairs were done in under 4 hrs by technicians who clearly knew what they were doing and I show him the invoice. He states that they can only pay a portion of the invoice and they can mail me a check to be received within 10 days. I accept his offer. 8-19-13: More than three weeks have passed. I have yet to receive a check for a "portion" of the repairs that were done. I called the service center manager [redacted] and informed him of this. He did not remember who I was or what I was referring to. He took my phone number and stated he would look into it and call me back. To date, this has been the most disappointing and frustrating customer service experience of my life. Once this is settled, I will never return any where near this dealer, even if it means losing my warranty or having to pay for repairs out-of-pocket elsewhere. The quality of service is appalling and, frankly, I'm not sure how this place has stayed in business so long.Desired Settlement: I think I deserve a reimbursement check for the repairs were done at an outside dealer in the amount of $299 (the price was very reasonable, I though). I would also like to be reimbursed in the amount of $115 for what it cost me to buff out the damage to the front of the car and $70 for the tank of gas that I was promised. All of these things can be confirmed with the service rep [redacted]. I left the vehicle with 3/4 of a tank and it was empty at time of pick-up. I have invoices to support all of these claims and they can be provided upon request.

Business

Response:

September 5, 2013

[redacted], Operations Supervisor

Revdex.com

<st1:Street w:st="on"><st1:address w:st="on">701 East Franklin Street

<st1:place w:st="on"><st1:City w:st="on">Richmond, <st1:State w:st="on">Virginia <st1:PostalCode w:st="on">23219

RE: [redacted]

[redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding his experience with having the Vehicle serviced at the CarMax of [redacted], California (“CarMax”). In his complaint, [redacted] shares his frustrations with his attempt in having repairs completed within the 30-Day Limited Warranty period and requests reimbursement of [redacted] to have his mechanical concerns repaired at a [redacted], [redacted] to have his cosmetic concerns repaired, and [redacted] for gas that he states was promised to him as a result of his first service appointment.

After review, CarMax offers to reimburse [redacted] the monies he is requesting. Furthermore, CarMax would like to extend an apology for any inconvenience he has encountered as a result of his experience. [redacted] is invited to contact the Senior Management Team at CarMax ([redacted]) or the CarMax Customer Relations Team ([redacted]) to initiate the reimbursement.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

Analyst, CarMax

Review: Bought car 7/31/13. Over a 2 month period have had to take car back 3 times to repair brakes. Same problem has occurred each time. Still not working. Bought Used [redacted] on 7/31/13. Called in 8/7/13 to bring in due to brakes grinding. 1st time 8/23/13 took in for repairs. About 4-5 days later brakes still grinding. Took back in 2nd time 9/6/13. Again, 3-4 days later brakes still grinding. Took back in for a 3rd time on 9/20/13 because they refused to pay the brake specialist of [redacted] because they said they were charging too much. Here we are again a week later and still the brakes are grinding. Either their brake [redacted] doesn't know what their doing or they sold me a faulty car. I simple want the brakes repaired by someone who knows what their doing. A coworker who does brake repairs stated "There is a lubricant that goes behind the brake pads that a lot of dealers fail to use. Not so much [redacted]. Please help.Desired Settlement: Either they get someone that actually knows how to repair brakes or pay for an actual brake specialist to repair my brakes. Or, give me a [redacted] that doesn't have these brake problems. Also, after my wife brought the car back after the 3rd try now the Maintenance Tire light appears on the display panel and I can't get it off. I've checked the tire pressure, reviewed the manual and no clue of how to get it turned off.

Business

Response:

October 14, 2013

Re: Complaint [redacted]

[redacted]:

I am writing you in response to your letter dated September 27, 2013, wherein you forwarded a complaint from [redacted]. [redacted] requested in his desired settlement for CarMax to pay for a brake specialist to complete his necessary repairs or to replace his vehicle.

[redacted] purchased a [redacted], VIN[redacted], from the CarMax store located in [redacted] (“CarMax”) on or about July 31, 2013. [redacted] brought his vehicle in for a brake concern on or about August 23, 2013 under the Limited 30-Day Warranty. During this visit,[redacted] stated that his brakes were making a squeaking sound. CarMax completed a diagnosis and found that there was rust on the rotors. CarMax resurfaced all four rotors.

[redacted] returned on or about September 6, 2013 stating his brakes were continuing to make the squeaking sound. CarMax performed a diagnosis and found that all rotors were warped. CarMax resurfaced all four rotors.

[redacted] brought his vehicle in on or about September 20, 2013 to address a brake concern. During this visit CarMax replaced the front and rear brakes. CarMax offered [redacted] a loaner vehicle while repairs were being completed; he declined and chose to wait for repairs to be completed.

CarMax offered the following as a gesture of goodwill:

• CarMax asked [redacted] to fill his tank up before coming in for his appointment and bring his receipt to be reimbursed, he agreed and accepted the offer.

CarMax was never notified that [redacted] was still experiencing a brake concern after his last repair until receiving this complaint. Additionally, CarMax was not aware of the tire light concern. CarMax would like to invite [redacted] to contact the Service Department of CarMax of [redacted] at [redacted] to schedule an appointment to have these concerns addressed.

CarMax appreciates the opportunity to respond to this complaint, and apologizes for any inconvenience [redacted] may have experienced. However, CarMax is declining the desired settlement as set forth in this complaint.

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

Sincerely,

[redacted]

Review: My 3rd car from CarMax, which is nothing but a headache. Very disappointed in CarMax and will question myself next time buying from them.

Car Purchased 3/22/13. Within the first month - A/C issues. Back and forth with [redacted] (service manager) & [redacted] - both were very kind and helpful!! Just to name a few service orders RO#[redacted], [redacted], [redacted], [redacted], [redacted], [redacted] - take a look at those and see just some records of how many times I have taken the car back for repair on A/C and other issues. Outside of CarMax, several problems have occurred that I had to repair immediately myself, June BATTERY died had to repair($160), which I faxed copy invoice to [redacted], and was told CarMax would reimburse - still waiting for that check. The CEILING CONSOLE broke off. July, taking my daughters to school one morning, the BREAKS failed - had towed, and paid $330.10 to replace MASTER CYLINDER. During all this time - the A/C is still not working, [redacted] and [redacted] were aware every time with my phone calls to them about being stuck in a HOT car. August, they did a diagnostic, claimed to know problem. September, paid $288.76 to repair A/C, and SENSOR LIGHT ON dash board showing low tire pressure (which I was told tire pressures are fine) its the sensor needing replace. WHAT NEXT?? I get my car back, A/C not working after $288.76 repair. Taking car, again and again and again back to CarMax. [redacted] and [redacted] working with me to find problem. Got my car back 10/11/13, they finally found problem was A/C sensor - replaced and fixed. Happy with A/C finally working, last week 11/15/13 the right front main HEAD LIGHT OUT, I purchased light bulb - told the wiring is BURNT. Yesterday, both FRONT SEATS - BACK PANEL fell/falling off. The way this has been going, I will probably have more to add later. I am very, very upset with this car - this is my 3rd purchase with CarMax, the last 2 cars were great - no problems. This purchase has been a nightmare for me, a single mother that will not deal with anymore car issues. I like CarMax and finance through CarMax, but I can not take this anymore. I have spent too much of my time and money on this purchase. It hasn't been a year that I have had this car. Trouble started within the first month, and has not stopped. I had to take this route to let CarMax know how disappointed I continue to be with this vehicle. I'm tired of fixing this car, seems its put together with super glue. It keeps falling apart. I fear for my daughters and my own safety in this car.Desired Settlement: I have never encountered such a terrible car. Desired settlement would be giving me option to get into other car. If I just ask for reimbursement to all the repairs made to this car - I fear how much MORE money I would have to continue to put fixing it in the future. And I will say again, I do not feel safe in this car - I get in the car wondering what is next to fail.

Business

Response:

December 12th, 2013

[redacted], Operations Supervisor

Revdex.com

<st1:street w:st="on"><st1:address w:st="on">701 East Franklin Street

<st1:place w:st="on"><st1:city w:st="on">Richmond, <st1:state w:st="on">Virginia <st1:postalcode w:st="on">23219

RE: [redacted]

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

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle she purchased on March 3rd, 2013 from the CarMax in Doral, Florida (“CarMax”). In her complaint, [redacted] shares her frustrations with the on-going repair needs with the Vehicle and requests that CarMax give her options to get into a different vehicle.

CarMax recognizes [redacted] frustrations and offers to appraise the Vehicle and make an offer to purchase it from her. CarMax’s research shows that the store management team has been in contact with [redacted] and they are currently working with her with the options available to purchase a different vehicle.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

Analyst, CarMax

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 am dealing with the store location managers, and a car sales representative. 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:

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.

Review: Ive bought a total of 4 cars from Car Max with the past 90 days and every car has given me problems. I agreed to buy the 4 car and now that one is sitting in repair shop with major car work .. The warranty company wants mechanic to take apart the entire engine to give measurements .. My Mechanic says lots of labor to I haven't paid anything towards repairs and warranty company still hasn't authorized service since they want more measurements . My mechanic says If I want work to start than $2000 cash would get my car done with in 3 days tops. Instead of paying an additional $2000 plus what I owe on car, I called Car Max to tell them I just want my money back now and no one has returned my calls.. I spoke with general manager who said he would look into it and when I called today I was told he was busy ....STill no call back from Car MaxDesired Settlement: I just want to return the 4th car to Car Max and get my money back since Ive only made one payment towards it

Business

Response:

February 19, 2014

Review: Brief summary:

I purchased a [redacted] from Carmax in Winston-Salem, NC on approximately 1/18/14. There was a 30 day warranty allowing for anything wrong with the automobile to be repaired at no cost to me. I took the car back to the dealership within the specified timeframe with a short list of items to be repaired. Everything was repaired except for worn out trunk shocks/lift supports. I was told on several occassions that they were on order and later that the ones that came in did not fit. After my car was in their shop for 2 weeks, I was told that the shocks/supports had been discontinued with no replacements available. I was asked to pick up the car and told that the ticket would remain open until used parts became available. I eventually called the dealership back to ask for the issue to be resolved or to be given a timeframe for resolution. I was given to the Sales Manager, [redacted]. [redacted] told me that the used shocks/supports available on similar cars were in no better shape than the ones on my car and that they would offer to let me buy a different car from them since I was not satisfied with my purchase. I was told that I would have to go through the process of refinancing, etc. I viewed the inventory available on the Carmax website, contacted my banking institution, and contacted Carmax's corporate office to make a complaint. In short, I decided that the best decision for me was to keep the car I had already purchased and be made whole by the dealership. I contacted [redacted] and requested that I be allowed to take responsibility for the shocks/supports and Carmax provide an extended warranty on the car to show good faith. I was immediately told that would not be an option but that he would check with Operations Manager, [redacted]. I was called back within 10 minutes to confirm that my only option was to sell Carmax my car back. I contacted Carmax's corporate office for a third time. There continues to be no resolution to this issue. I have been sold a car that has defective parts that can not be fixed.Desired Settlement: Adjust the sales price of the car to reflect my purchase of a defective vehicle that can not be fixed or put an extended warranty on the vehicle that refelcts the sale of the vehicle in good faith.

Business

Response:

February 28, 2014

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated February 19, 2014, wherein you forwarded a complaint from [redacted]. [redacted] requested in the desired settlement for CarMax to either adjust the sales price of the vehicle or provide her an Extended Service Plan at no cost.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in Winston-Salem, North Carolina (“CarMax”) on or about January 21, 2014. [redacted] brought the Vehicle to the Service Department to inquire on multiple concerns including a trunk shock issue. CarMax diagnosed the Vehicle and made the necessary repairs. However, CarMax was unable to repair the trunk shock at the time of service due to the needed part being discontinued by the manufacturer.

Due to the circumstances, CarMax offered [redacted] the following two options for resolution:

· CarMax will buy the Vehicle back and issue her a full refund.

· CarMax will continue to search for the correct replacement part and install it once it becomes available.

[redacted] declined both options of assistance.

CarMax appreciates the opportunity to respond to this complaint and would like to extend [redacted] the option to continue to search for the correct replacement part. However, CarMax is declining [redacted] request as set forth in the complaint. Furthermore, CarMax is not able to provide an Extended Service Plan after the initial purchase date.

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

Sincerely,

Analyst, Executive Response Team

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 was told specifically by the Service Manager, [redacted], that my car could not be adequately repaired. He stated that they had attempted to replace the trunk shocks with aftermarket parts and they were too long. He further stated that they had tried used trunk shocks and they performed as poorly as mine did after 30 seconds. I asked him specifically if used shocks would correct the problem and he stated they would be in the same condition as my current shocks due to the weight of the trunk lid. Ultimately, there is no fix for this issue. For this reason, I am asking for a monetary adjustment to the purchase price of the car.

Their offer to continue to search for used shocks is not acceptable after they told me it would not fix the issue. Their offer to buy back the car will only come at an additional cost to me because I will have to shop, go through the credit check and finance process again, etc. I have already tinted the windows, purchased factory floors mats, paid the personal property taxes, paid the first months car payment, and paid the first installment of car insurance. I feel as though the dealership should assume responsibility for selling me a car that cannot be fixed instead of just saying that I can take used parts that won’t fix it or sell it back to them so they can sell it to another unsuspecting buyer. If they cannot show good faith buy extending the warranty then I am requesting a monetary adjustment for the purchase of a car that cannot be fixed properly.

Review: On October 18,2013, I purchased a [redacted] from CarMax in Charlotte, NC. The same day I drove it home, the ESC light came on, indicating there was an issue with my brakes, and I had leaked out break fluid. Since it was a late Friday night, I could not call CarMax until the next day. I called on Saturday the 19th, but the service department was closed. Unable to drive my car for the entire weekend, I took it to the local CarMax Monday morning. They took a look at it and determined that there was a anti lock break malfunction, in which they repaired the rear caliper and replaced the break fluid. At this point I was a little nervous, as I did not purchase an extended warranty at that time. I decided to return the car and repurchase with the extended warranty. I added another $2099.00 to the original price of my car. Since then, I have experieiced more problems and issues with this car. On during late December, while trying to turn into a parking lot, the car just ceased. I was able to restart car, however, it made my CD changer, keep changing CD's, and also made my dash controls go crazy, indicating I had 0 miles to empty, yet I know I had gas in my car. On Christmas Eve, it gave out completely, not even turning over when I tried to start the car. I was able to jump the battery, but it seemed more like a faulty alternator problem. With the holidays, it was hard to get in touch with CarMax to see what was wrong with the car. I was finally able to get into the shop on 1/15/14. By this time I had also noticed an oil leak from the car as well. CarMax diagnosed the problem as a faulty battery, a loose oil filter, and my third break light out (which was working when I took it in). I was blamed for the oil filter because the car is due for an oil change. I discussed with CarMax that this car has given me nothing but problems since I purchased it and that I did not think after owning it for two months, I should be paying for these repairs. On 1/30/14, I tried to pull my car out of my garage, where is had been sitting for the past week, due to my lack of trust in it as well as winter weather. I put my car in reverse and put down my emergency break, and it felt like the break was still engaged. I pulled it back up then down and I still felt that same pull. I tired a couple of times to disengage my emergency break, but it still felt like it was engaged. I carefully drove it to the gas station and called CarMax, explaining what was happening and asking if I could bring it in. When I left the gas station, it felt like it finally disengaged, however, when I went to stop to turn onto main road, I had no breaks. I had to keep pumping them until it felt like I had some. I drove slowly and with my hazard lights on to the CarMax. They took it and looked at it. It was determined that the rear park break cable had frozen, causing the rear break pads to freeze and resurface the rotors. The cost for repairs for this is $546.62. Of course, non of this is covered under my extended warranty, because they said the line froze.

I told CarMax, I am not paying to fix this, as these are recurring problems. I obtained the work service record from CarMax and after review, this is what was indicated as being done to the car prior to me purchasing it:

3/7/13: Oil change, Rear break pads replaced, install lug nuts, body trim component generic swap, front bumper repair and painted. Mileage recorded as 60728

3/19/13: Vehicle was transferred and apparently purchased by someone. I was told when I bought car, I was second owner. It failed CarMax quality control inspection on this date.

9/19/13: Car was returned to CarMax. They did oil change, oil filter, R&R caliper, wheel stud repair, painted front bumper again. Mile recorded at 67141.

I purchased car on 10/18/13. One month later, with 67173 miles. Since the very first day I brought car home, I have had issues with rear calipers, something that was fixed on 9/19/13, oil leak due to faulty oil filter, which was changed on 9/19/13, and need new breaks in rear, which were replaced in 3/7/13. As far as the frozen emergency break line, after research, I have found out that the year [redacted] I have, a [redacted], had a TSB issued as follows:

Ford TSB Article # [redacted] Issue

Some [redacted] built prior to 10/01/2005 may exhibit park brake cables that freeze in cold weather due to water intrusion, and subsequently not release. Under some conditions this could lead to dragging rear brakes. The rear sealing boot on the cable could deteriorate prematurely which may permit water intrusion. In freezing temperatures this could bind the cable inside the casing, and not allow tension to be released from the caliper.

So the frozen break line, is a manufacture defect, not something that I caused.

Besides all the issues with the car, my husband and I have experienced poor customer service from this company. They have been accusing towards me why things are going wrong with this car. I have been accused of not taking care of the car to driving the break and leaving the car outside in the winter weather, causing the break line to freeze.

We have been in contact with corporate customer service, do to the unprofessional nature of the company and its employees. We have been told we will be called back, and receive no phone calls.

I have told the company, I just want them to buy back the car, for what I purchased it for, and we will just pretend we never met. My husband and I purchased this car because we had two other cars that are in need of repair, so this car was supposed to get me back and forth to work so we could work on the other cars. Now I am forced with putting money into a car I spent $20,500 for. I have not driven it and it is currently sitting at CarMax, where I bought it.Desired Settlement: I would like CarMax to buy back the car, at the original price I paid for it, causing me no money out of pocket, so I may go to another dealership to purchase a new car. I do not think I should be in the rear for a car that has been having problems since day one of delivery, and has had a history of same issues prior to me purchasing it.

Business

Response:

[redacted]

Review: I purchased a [redacted] 6 with 22k miles. I purchased the truck from CarMax in rolieghy nc. After having the truck for less than 1 week the service transmission light cam on so I took it to the Fayetteville nc CarMax dealer. they sent the truck to a different dealer because it was under factory warranty.It was diagnosed that the transmission was bad. It took almost three weeks to get the new transmission in, they didn't order the transmission control modduale (tcm) with the transmission so that took another week to come in. I was told that I would get my truck back once that came in. once it did come in they noticed that a sensor for the transmission was bad so that got orderd, a week later it came in and they said that I would have my truck as soon as the sensor came in. After receiving the sensor they installed it and found out they caused the new tcm to go bad. It has been over 1 month I made a payment for a truck I do not have. I sold my old truck so I could have a better one. I cant haul my boat, I had to pay to get gravel delliverd because my truck is broken, I cut trees down and haul wood for my fire place, I have had to pay to get it hauled to my house. Every week I have to leave early or miss lunch to go to the dealer. I shouldn't have to pay for a truck I didn't have but if I didn't it would have effected my credit not the dealer. I notified the company headquarters in VA and the lady I spoke with said the Fayetteville and Raleigh dealer managers would call me. So far they haven't called me. I wont this matter taken care of, and I should be compensated for my time and money I spent.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want to be reimbursed for the truck payment and the money I am out for having to miss work along with paying to get gravel deliverd and the wood.

Business

Response:

29 April 2014

Review: We purchased a vehicle on February 14, 2014 from Carmax. We found minor things wrong and asked that they be fixed and they were. However our check engine light came on a few weeks later so we asked for an itemized list of what was done to the truck before we purchased it. The things we had to take the truck back in for were stated that they were already fixed according to Carmax records. That same day our power steering pump hose came disconnected and we had to take the vehicle to a dealer to get repaired. It stated in the paperwork from Carmax that the power steering was checked and/or replaced. However they failed to tighten the hose resulting in a charge of $130.00 plus a renatal car for a total of $160.00. The following week I was out of town and my change oil light came on so I took the vehicle in to get it changed ant they gave me a statement in writing that our oil level was a full quart more than should have been in there. Which could have resulted in serious engie damage. We also ordered a turn signal light from them which they decided we apperantly did not need right away so they installed on another vehicle. My husband called last week and we were able to get the part. We have called them to try and figure out how to resolve all issues and have not been given any satisfactory resposne and my husband was told by the service manager [redacted] that if he claimed they were not doing things correctly or with cheap products he would no longer continue to talk to us.Desired Settlement: I would like to be reimbursed for the power steering hose repair and rental car for a total of $160.00 and I would also like to be reimbursed for the oil change of $95.00.

Business

Response:

May 6, 2014

Review: Sir/Ma'am,CarMax requested from my finance company on the day I purchased a new vehicle a dealer to dealer payoff for my trade in. CarMax employees processed incorrect information. I was not involved at any level and as a consumer trusted CarMax to have competent employees to process these business transactions. The payoff was not for a normal ten day pay off as is protocol and it was totally incorrect numbers. CarMax contacted me three weeks later stating that I now owe hundreds of dollars, the difference. Incompetent employees should either be trained or not work here dealing with complex business contracts period. CarMax is now saying they are holding my [redacted] license plate ransom so to speak until this is resolved and I pay for their mistake/difference. As of today my temp tag is expiring and this has been an extremely poor car buying experience. After serving almost 30 years in uniform I honestly don't want this to happen to any other military families or any other families for that matter. If nothing else happens out of this I would like other consumers especially military families to be aware of the incompetence at CarMax, Inc. Thank you. [redacted]Desired Settlement: A critical mistake by CarMax employees and the other dealership, this is honestly not my fault as a consumer. CarMax needs to make this right it is not the consumers fault. I would like my car tag released and not held hostage any longer due to CarMax's mistake.

Business

Response:

27 May 2014

Review: I bought a [redacted] on May 5, 2011. I bought it at Carmax trusting they only sell certified clean cars. Just last week I went to trade it in for a [redacted] and found that his car is not worth what it should be due to an accident reported on the [redacted]. The accident was reported in March of 2009, two years prior to buying the car. Carmax never disclosed any information regarding this and now my car is worth half of what I still owes on it. I contacted carmax and they told me they don't have record of my purchase and that the dealer doesn't work there anymore. This shouldn't matter and after a few days of complaints they finally sent me the records of my purchase containing a [redacted] without any accidents reported. How is this possible when the car was in an accident two years before I even purchased it? It also doesn't show record of me receiving the [redacted] (no signature). They are doing absolutely nothing to help me. I call the corporate office and get transferred back to the dealership in [redacted]. I am getting no where and having this car has only been trouble. Every 2-3 weeks I have to add oil and just a week after purchasing it, I took it to the dealership and Carmax told me it was normal. How is this normal? I trusted Carmax only sold clean certified cars. They won't help me.Desired Settlement: I would like to be reimbursed for what I have paid on the loan for the car, as well as the remaining balance. I wish to not keep the car if this is resolved.

Business

Response:

September 23, 2014

Review: 1. On 15 November 2014, I presented to [redacted] to complete recommended regular scheduled maintenance for the 15,000-mile maintenance interval. [redacted], the service advisor, notified me that they are unable to balance my tires due to three bent rims on my vehicle. [redacted] recommended that I return the vehicle to the CarMax dealership to present the issue.

2. On 15 November 2014, I presented to the CarMax Business Office and presented the issue that was discovered by [redacted] to the associate. She informed me that it is a service issue and the service department is closed on weekends. She made a copy of the service invoice that I presented to her and she stated that she would email it to the service manager. I requested something in writing to document that I presented the issue to CarMax prior to the end of the 30 day limited warranty. She stated that she could not give me anything. I requested a manager and left to speak with him. She returned and stated that the manager could not give me anything in writing either and she handed me his business card. I asked to speak with the manager. [redacted], [redacted], presented and I expressed that I just would like something in writing stating that I did present the issue today. He stated that he does not put anything in writing, because then it becomes a legal document. I stated that is why I wanted something in writing. If I need to present it in court, I would have something other than word of mouth or hearsay. He stated that I would have to take his word as manager. He also stated that the service invoice that I presented has been emailed to the Service Manager. He then stated, it is not hearsay and this is not a court. He asked when did the issue began. I stated that I just left the dealership. He stated, no…what was the issue that caused you to go to the dealership. I stated that I was completing the regular scheduled maintenance. He stated, so you get your tires rotated and balanced every 30 days. I stated, no…who said that I get them rotated every 30 days. I was just completing the recommended maintenance. He stated [redacted] does not require a rotation and balance at this interval. I stated, yes it does you may want to look it up. He asked when you bought the vehicle. I stated, on 17 October 2014. He stated, oh…well you have passed the period for a refund, but you are within the 30 day limited warranty period and we will honor that. He also stated that I would need to call back on Monday and speak with the Service Manager.

3. On 29 December 2014, I spoke with [redacted] a Service Advisor at Carmax and he stated that the bent rims are within carmax standards so Carmax won’t be replacing them. He stated that if I send him a picture that they can order the rims at my expense.Desired Settlement: Replacement of the 3 bent rims

Business

Response:

January

15, 2015

[redacted], [redacted]

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

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

Dear

Mrs. [redacted],

Thank you for forwarding the

complaint received by your office from Mr.[redacted] regarding the Vehicle

purchased from the CarMax of [redacted] (“CarMax”) on October 17th,

2014. In his complaint, Mr. [redacted]s shared concerns of bent rims on the Vehicle.

CarMax was aware of the concerns Mr. [redacted] brought forth prior to receiving this complaint. Mr. [redacted] communicated

with the Location General Manager of CarMax on November 15, 2014. At this time

Mr. [redacted] was informed that CarMax would service any repair concerns that had

arisen with his vehicle within his 30-day limited warranty.

CarMax did inspect the rims on

December 2nd, 2014 when Mr. [redacted] was informed the rims met CarMax

standards. At this time, the tires were also balanced.

In

an spirit of customer service, CarMax offered to replace the rims for Mr. [redacted]

at cost. Mr. [redacted] declined this offer. In the event Mr. [redacted] has any further

concerns with the rims on the Vehicle those repairs would be at the expense of

Mr. [redacted].

Thank you kindly for providing

CarMax the opportunity to respond to this matter.

Sincerely,

Analyst,

CarMax Customer Relations

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10363604, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It is an insult that Mr. [redacted] would even use "in the spirit of customer service". It is very apparent that Mr. [redacted] is mocking this situation. As I had regular scheduled maintenance on my vehicle by my [redacted] dealership they recommended that the tires were very close to their wear life. I had the tires replaced as recommended by my local [redacted] dealership. Afterwards, I experienced vibrations at highway speeds. I returned to the dealership and was told that it was due to the rims. I contacted [redacted] in Carmax Service and let him know of the new issue involving the rims. I was told by [redacted] that Carmax was not going to replace the rims because they met Carmax standards. I asked again what is Carmax standards regarding bent rims? He could not provide me with an answer. "In the spirit of customer service" I would have expected Mr. [redacted] to consult with Service Technician to see if vibrations could be caused by tire rotation, especially with 3 of 4 of the wheels bent. Carmax never schedule an appointment to re-visit the issue. As Mr. [redacted] stated, the tires were balanced. However, this issue is with the wheels. Not tires that were at the end of their wear life. As Mr. [redacted] also stated "any further concerns with the rims on the vehicle those REPAIRS would be at the expense of Mr. [redacted]". So the reason I declined to purchase new rims at my expense is because even Mr. [redacted] acknowledges that repairs to the wheels may correct the issue, but that Carmax is not willing to make those repairs. So here I am again asking what is Carmax standards regarding bent rims? It is very disappointing that Carmax would see this as acceptable.

Regards,

Review: I took my car to Carmax because I heard grinding sound when I depress brakes. Added to that, the passenger side park lights were going on and off intermittently. Firstly, I spent approximately 5hrs in the office waiting for parts, confirmation of warranty and delivery of parts. The mechanic came to me and showed me what is suppose to be my front brakes and reported that my back brakes and rotors needed replacing (on a 2011 model car). Secondly, they told me that my front brakes and rotors needed to be replaced as well. Between the two, I would have to pay almost $600.00. I told them to replace the back and turn the rotors and leave the front, I will have someone take care of it. This was Wednesday March 11. On Sunday, I drove my car to a nearby city; as I was driving the car felt like it will fall over. I pulled over to the right side of the road and reduced speed to under the speed limit on the interstate. Thankfully, I got there and returned home safely. Around 4pm, my friend came to change my front brakes and rotors. I witnessed him removing my wheels and he was floored that the lugs on my wheels were barely in a locked position. He discovered that I did not need any front brakes or rotors either. Added to that he checked the remaining wheels and discovered that the logs on all the wheels were barely locked. He was able to remove one from the driver side front by turning it with his bare hands. Upon removing the tire at the back to check to see if the rotors were turned and new brakes put on, we discovered that the back brakes were replaced, but the rotors appeared not to have been turned.

Yesterday March 17, I filed a complaint with Carmax complaint division and they reported that they will contact the manager for that location.Location: West Wendover Ave, Greensboro NC Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like the company to look into these practices. I could have lost control of my car and hurt someone in the end; then it would have been my fault. Their repairs practices need to be investigated.

Business

Response:

April 1,

2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

[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 Greensboro, NC (“CarMax”)

on July 12th, 2014.

In her complaint, Ms. [redacted]

voiced repair concerns on the Vehicle related to the brake system and rotors. A

review of CarMax’s service records indicates brake work completed on March 11th,

2015 for new brake pads and adjusting the rear rotors. CarMax completed this brake

repair to address Ms. [redacted]’s concern of a grinding sound and long stopping

time while braking.

During these repairs,

CarMax also suggested a repair for the struts and oil pan gasket of the

Vehicle. This repair is covered under Ms. [redacted]’s manufacturer warranty through

[redacted] until 60,000 miles.

Ms. [redacted] added that the

lug nuts on the Vehicle were “barely locked” after CarMax completed these

repairs. CarMax does ensure that all lug nuts are properly tightened at the

conclusion of any repair.

In the event she would

like CarMax to inspect the lug nuts, the service department can assist at any

time convenient to Ms. [redacted]. CarMax will also diagnose any further concerns Ms.

[redacted] may have on the Vehicle.

Thank you

kindly for providing CarMax the opportunity to respond to this matter.

Sincerely,

Analyst,

CarMax Customer Relations

Review: I bought [redacted] from Carmax at Blanding blvd, in Jacksonville Florida in 2014. At the point sale, I tried to activate few regularly used features such as: headlights, turn signals, air-conditioner, brake lights and few other features like that. I found out that five different features were not functioning correctly. One of which was the air- conditioner system. I filled out service request the same day, then return the car to Carmax the next day for repairs on those non working features on the car.

I picked up my car the next day after Carmax notified me that all the repairs had been completed. Few weeks later, the air-conditioner had stopped cooling, I returned my car back to Carmax for further diagnosis. This time I was told there was a leak in my a/c system and they would put some dye in the system to find the leak and to bring the car back in about a week time for yet another a/c diagnostic. I went back the following week as instructed by the service manager. This time they concluded that it was air- Condition evaporator was the problem and it would require taking the car dash completely out to get to the evaporator. That was almost twelve months ago. Today, my car air-conditioner has not been repaired. And plus I live in Florida where the temperature and the humidity are unlike any other State in the Union, and couple that with my two young kids being driven around in a such a horrible condition, that kind of unbearable condition is a recipe for disaster . I have communicated this problem with the location general manger, service manager and I even sent a certify letter to Carmax headquarter in Virginia to see if I could get my car air conditioner repaired. All my effort to get my a/c repaired has been fruitless.Location: 7438 branding blvdMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like nothing more than have my car air-conditioner evaporator replaced and have my car air-conditioner back to normal working order.

Business

Response:

May 22, 2015 [redacted],

Operations SupervisorRevDex.com 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: Ms. [redacted]Complaint ID [redacted] (the

“Vehicle”), VIN: [redacted] Dear Ms. [redacted]: Thank you for forwarding the complaint dated May 6, 2015 regarding

the Vehicle purchased from the CarMax store located in Jacksonville, Florida

(“CarMax”) on or about February 8, 2014. Ms. [redacted] was presented the option to

purchase a MaxCare extended service plan at the time of sale, which Ms. [redacted]

declined. Ms. [redacted] requested in the

desired settlement for CarMax to replace her air conditioner evaporator at no

cost. Ms. [redacted] brought the Vehicle to CarMax on or about February 11,

2014 to diagnose several concerns including an air conditioner concern. CarMax diagnosed the Vehicle and made the

necessary repairs at no cost to Ms. [redacted] under the 30-Day Limited Warranty. CarMax warrantied these repairs for an

additional 6-months or 6,000 miles. Ms. [redacted] brought the Vehicle back to CarMax on or about January

12, 2015 and on or about February 11, 2015 to readdress the air conditioner

concern. Ms. [redacted] was outside of any limited

warranty that CarMax offers on both occasions.

As a gesture of customer service, CarMax completed a one-hour diagnosis

each visit to inspect the air conditioner for leaks. However, no leaks were found at the time of

diagnosis, nor was an air conditioner evaporator concern found. CarMax informed Ms. [redacted] that a more

thorough diagnosis would need to be completed at her expense in order to

identify the root cause of the air condition concern. Ms. [redacted] declined any further diagnosis. Based on the above, CarMax declines to provide Ms. [redacted] with the

resolution that she seeks. CarMax appreciates the opportunity to respond to this complaint

and considers this matter closed. Please contact me at [redacted] with any questions you may have. Sincerely, [redacted]Analyst, Customer Relations