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Reviews CarMax , Inc.

CarMax , Inc. Reviews (1863)

Review: I believe I was sold a lemon from Carnax this car has had nothing but numerous expensive repeat repairs to keep it on the road .Location: AvondaleMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: This car was a lemon and they sold it to me knowing the problems

Business

Response:

December 29,

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 West Valley, AZ (“CarMax”) on September 8th,

2013. In her complaint, Ms. [redacted] requested that CarMax replace the Vehicle due

to service concerns since her purchase.

CarMax completes a 125-point

inspection on each vehicle prior to sale which guarantees that there are no

existing mechanical concerns. CarMax cannot predict what future concerns may

arise after purchase. CarMax has had no contact with Ms. [redacted] since

approximately September of 2013 when a concern for a component with the

satellite radio of the Vehicle was resolved.

At this time CarMax will be unable

to replace the Vehicle, but would be happy to diagnose any repair concerns on

the Vehicle at the expense of Ms. [redacted]. In the event Ms. [redacted] would prefer to

sell the Vehicle, CarMax would be happy to appraise it.

In

the event Ms. [redacted] has any further questions, she is welcomed to call me at

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

Thank you for giving CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

Analyst,

CarMax Customer Relations

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: 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: 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: 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: 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: Purchased a [redacted] in November 2014, clutch went out in November 2015. I paid 2,400 for a 150,000 mile extended warranty, was never given a copy of said warranty. Was told by representative on day of purchase that all parts on vehicle were covered except general maintenance.Upon clutch going out CarMax claims that clutch is not covered under extended warranty and charged me a $200 tow fee and wanted $1,700 to fix the vehicle.I could not afford that so I paid another $150 to have the car towed home.Had a mechanic look at car and other problems were found such as a spun bearing. I have contacted CarMax corporate and was told there is nothing they can do.My only option is to pay to have the vehicle towed back to their location and pay for the repairs out of my pocket. I believe I was mislead from day one as I was verbally told EVERYTHING on the vehicle is covered except general maintenance such as spark plugs, oil change etc. With not even receiving a copy of the extended warranty I feel I was deceived. I now have accrued over $200 in storage fees for the vehicle sitting in a neighbors garage.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I believe CarMax should hold true to their word and repair the vehicle with no costs to me or replace the vehicle.

Business

Response:

December

18, 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 Mr. [redacted] regarding his purchase of the

Vehicle from CarMax of Harrisonburg, VA (“CarMax”) on November 28th, 2014. Mr.

[redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a

term of 60 months or until the Vehicle exceeded 150,000 miles, with a

deductible of $50.00. In

his complaint, Mr. [redacted] alleged that he was misled regarding the purchase of

the ESP for the Vehicle.

Mr. [redacted] requested that CarMax

repair the Vehicle at no cost to him. During the month of November 2015, Mr.

[redacted] towed the Vehicle to CarMax in Lynchburg, VA with a drivability concern. At

that time, CarMax diagnosed the concern and determined the clutch of the

Vehicle needed replacement. This component is a maintenance item on the

Vehicle, and is not covered under the terms of Mr. [redacted]’s ESP contract.

Mr.

[redacted] mentioned an additional concern during this visit on the axle bearing.

This was also diagnosed and determined to have occurred as a result of driving

extensively on a worn clutch.

In an effort of customer service,

CarMax completed this diagnosis at no cost to Mr. [redacted]. CarMax will not be

participating in any coverage of these repair costs. CarMax will assist Mr.

[redacted] by offering to find the best available cost for these repairs through

CarMax vendors.

In the event Mr. [redacted] has any

further questions regarding these concerns, he is welcomed to call me at

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

Thank you for giving CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

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: The complaint involves sales, service, warranty and repair. We purchased the car on Saturday, Oct. 31st. The car is supposed to have 125 point inspection. First, the car listing was incorrect. The car stated it had a DVD player but did it did not have one. I paid to have the car transferred to the local CarMax store and was told that upon arrival of the car we have 72 hours to finalize the sale otherwise it would be released and no longer "held". When we went to test drive and put a down payment 24 hours after it had arrived, my bankcard kept declining the amount. We told the sales agent that we are going to the bank to return with cash. We weren't even out of the parking lot when I received an email stating that the car was available for sale - to the consumers online who were "watching" this car. Basically that it was not held for me any longer.

In addition, the car is supposed to have had an additional 125 point inspection after the car is transferred from the original location. There were a few issues that we've noticed during the test drive that the salesman said that the company will fix under warranty. He had also stated that he would follow up on Monday to check-in and schedule a date and time with us for service repairs. We did not hear from him on Monday and I reached out to him on Tuesday. He sent a text message back saying that he was off that day and told me to call the service department directly.

We are aware of the 5 day money back guarantee. We were very leery about keeping the car since we had found a long list of things to be fixed.. They told us that they would have everything fixed. We have taken the car back 5 times for the same or similar issues and after picking up the car again yesterday, it is still not fixed. It is well beyond the money back guarantee but still have a car that is not fixed nor had the 125 point inspection as the company claims it has had. I have tried to contact the local GM since 11/30, but no to no availLocation: Make: Model: Owner/Co-Ownder? YesDesired Settlement: We would like to return the current vehicle and cancel the current contract. We would like a refund of our transfer fee and down payment to apply the funds towards the purchase of another vehicle.

Business

Response:

December

17, 2015

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted] (the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Tanisha [redacted] regarding the purchase of

the Vehicle from CarMax of Modesto, CA (“CarMax”) on October 31, 2015. In her complaint, Mrs. [redacted] stated the

Vehicle had service concerns present at the time of sale which were never fully

resolved.

Between November 4, 2015 and

December 16, 2015 CarMax completed a number of repairs on the Vehicle including

replacing the instrument cluster, A/C belt, intermediate steering shaft, door

speakers, TPMS sensors, seat reviots and harmonic balance. On December 8, 2015 Mrs. [redacted] returned the Vehicle

to CarMax. CarMax refunded the down

payment and transfer fee for the Vehicle.

Mrs. [redacted] purchased another vehicle from CarMax.

If

Mrs. [redacted] has any additional questions, she may contact me at 1-800-519-1511

ext. [redacted].

Sincerely,

Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am still not satisfied with this outcome as I want compensation for my lost wages and punitive damages against CarMax for having brought my car to their shop an excessive amount of times.

Regards,

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] with 85,000 miles back at the end of August 2013 and within 30 days I had to take the vehicle back to their shop because of possible transmission problems. They checked the vehicle and claimed that the transmission was fine. However, the symptoms continued-when I left the shop because the vehicle still had the same symptoms I asked asked [redacted]-what if the I had trouble later for the mechanical issued was not resolved, and he stated to " just let us know, bring the vehicle in and and we will take care of it"

The vehicle had transmission mechanical issue codes back in Sept and continues to have mechanical codes for transmission issues involving the lower gears. Now, the vehicle warning lights went on and the dealer has confirmed that the transmission is damage but refuses to take full responsibility and pay for the complete repairs. They even refused to provide a loaner vehicle to help with with needed transportation.

The original transmission codes they got was never properly address-although they claim there was no transmission issued they failed to find out why the evident transmission jerking and accelarated rpms was ignored.

I bought the vehicle from them trusting their claim of:

"Quality is our commitment to you Coast-to-coast searches, countless evaluations, and rigorous inspections ensure that only the best used cars become CarMax cars. We're so confident in the quality of our vehicles, we stand behind every one"

This is the least they have done--A dealer should know about the possibles defects this vehicle had and addressed them before putting them on the floor.Desired Settlement: I want the dealer to pay for complete repairs and to assist with transportation for this is the only vehicle I have to go to work and this is imposing expenses I cannot afford.

Business

Response:

Review: I viewed a 2013 [redacted] on the company's website. The pictures of the auto showed that it was in perfect condition with less than 10,000 miles. The auto was located out of state. After speaking with the sales representative, I was told that the auto could be transported to Winston-Salem. The fee to transport was $199. I made a decision to transport based upon the condition of the auto I noted on the internet and the sales representative had someone to do a physical walk around of the auto and reported back to me that there were no scratches, dings, dents, odd smells or scratches on wheels. When the auto was transported to Winston-Salem. I went to view the car after work. As soon as I saw the car I did note several scratches around the car but most important was that the front grill had been pushed in. The sales representative stated that he would check into the reason. After some thought and not knowing exactly what happened to the car, I made a decision that this was not the auto for me. The next day, May 31, 2013, the Sales Manager called me at home after work informing me that the car was now repaired. I informed him that I was not comfortable with the auto and no longer interested in the auto because it was not as advertised on the website when I saw it and requested the transport fee to be refunded of $199. He stated that he could not refund but that they would find me another auto. I declined the offer. He asked if there were anything they could do to satisfy me. I informed him that the company should honor my dissatisfaction of the car that was not as advertised and refund the fee. I told him I was very displeased with the process and operations of Carmax.Desired Settlement: Request a refund of $199 that was paid to Carmax to transport auto. The auto was potentially damaged in transport since the pictures on the internet prior to transporting did not indicate the damage or scratches.

Business

Response:

Via Electronic Mail

Review: Ive had many many problems with this dealership(too many to list them all)here are a couple. I bought a 2010 [redacted] a few months ago by the time I got it home the first day there were already two problems with it one of the headlights was out and the cd player wouldnt take cds. I took it in and it took them two and a half weeks to fix. since then within the first month in a half ive had to put this car in the shop 5 times for different problems. the whole time they assured me the problems would be resolved and that I didnt need to return the vehicle. well, the problems werent resolved and now im outside of the moneyback gaurantee and they are refusing to take the vehicle back but offered to buy it back from me for thousands of dollars less than they sold it to me for. this is just a small glimpse of the many bad buisness practices ive endured for the past three months. I do not recommend anyone buy anything from them ever. I tell everyone I know what they have done to me in the hopes nobody has to make the mistake I did.Desired Settlement: I just want my money back.

Business

Response:

Dear Mrs. [redacted]:

Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding the repair concerns with the Vehicle he purchased from the CarMax in Garland, Texas (“CarMax”) on or about January 30th, 2013. In his complaint, Mr. [redacted] shares his frustrations with the on-going repair concerns with the Vehicle and is requesting that CarMax take return of the Vehicle and refund him his money.

CarMax’s research shows that Mr. [redacted] and the Management Team at CarMax were working on a resolution in April, 2013 that included CarMax appraising the Vehicle to make an offer to purchase it. It is CarMax’s understanding that Mr. [redacted] decided to keep the Vehicle at that time.

At this time CarMax is declining Mr. [redacted]’s request as the Vehicle is outside of the 5-Day Money Back Guarantee. However, CarMax will re-address any on-going repair concerns under CarMax’s Limited Repair Warranty or will address any new repair concerns under the terms of his Maxcare Extended Service Plan. In addition, CarMax offers to appraise the Vehicle and make an offer to purchase it. Mr. [redacted] is invited to contact the Management Team at CarMax ([redacted]) to discuss these options.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

Analyst, CarMax

Consumer

Response:

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

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

Regards,

The offer made by Carmax is the same as the one they made me at the dealership and if I were to accept this offer I would lose about $4,000 and that is only if I repurchase another vehicle from Carmax. If I chose to take my buisness elsewhere I would take an even greater loss of over $5,000. Carmax sold me a bad car and I have already told everyone I know what they have done and as a result my sister did not purchase a vehicle there. I want nothin g to do with this dealership unless they are willing to offer me a full refund, until then I will continue to sway as many people as I can from buying a car from them.

Review: I bought a [redacted] from carmax. The brakes started squeaking after 2 weeks. I took the car in under the carmax 30 day warranty. After they kept the car over night with out notifying me what was going on, I picked my car up the next day, in disbelief that they RESURFACED FRONT AND REAR ROTORS AND PADS! They told me that is what they do. After a week, the squeaking started again. I called carmax headquarters to let them know and complained about the lousy customer service at the service shop and the jerk of a manager. The smart elic manager called me and made an appointment for a week later. Once the continual confusion was gone and the guessing of when my car will be ready or not. I picked my car up at closing time. At that time they told me that they replaced all four brake pads with infiniti pads. I later found out from the Repair Order History they put on ceramic pads from [redacted]. Within 3 days the front wheels were now grinding. I took the card to a machanics shop. They informed me that I need new rotors all the way around and they said it did not look like any of the pads had been replaced. I called corporate office again. The service manager called me. We set up another appointment a week away. At this encounter the tech explained to me that the cheap front worn tires were making the grinding noise. He let me know that Carmax only has to put the bare minimum requirements on their cars for sale. I asked if Carmax put the tires on or did it come to the lot with these cheap tires. He did not know. When inside, I asked the receptionist for a repair history. Carmax put the cheap tires on my car 2 months before ($75. each). This is a [redacted] sporting 4 $75 Fusion Tires! This car is considered a high performance car, so Carmax puts the cheapest tire they can find, that is so worn down in 2 months it makes a grinding noise.I am female, but I know how to do research.Desired Settlement: I would like the type of tires that an [redacted] normally wears. I would like my rotors replaced with ginuine [redacted] parts. I would like my break pads, all four, replaced with infiniti parts. I would like a synthetic oil change, I asked for one one the very first repair bill. They said I had lots of time left because it was syntbhetic...I had to change it the next week. I would also like reimbursement for all the work I missed, gas used (premium) and plan aggrevation and suffering.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: Ms. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint received in your

office regarding the [redacted]

VIN [redacted](the “Vehicle”) that she purchased on

or about November 12, 2014 from the CarMax store located in Katy, Texas. In

this complaint Ms. [redacted] is requesting tires, OEM rotors and pads and a

synthetic oil change.

As stated in the complaint, Ms. [redacted] took the Vehicle to

CarMax with concerns regarding the brakes. On or about December 16, 2014, CarMax

initially addressed the concern by resurfacing the front and back rotors and

replacing the pads. At the completion of the repair, there were no brake

squeals. On or about January 21, 2015 Ms [redacted] returned stating that there was

once again a brake squeal. At that time,

CarMax replaced the semi metallic pads with ceramic pads to ensure a reduction

in the squeal. On or about February 5,

2015, Ms. [redacted] returned to CarMax with a concern of a grinding noise. The

CarMax technician inspected the brakes to ensure that there was no issue with

the prior brake service that had been completed. It was determined that the

brakes were operating as designed. However, there was some road noise caused by

the front tires. The technician

recommended a tire rotation to address the concern.

In regard to Ms. [redacted]’s request to have the tires

replaced, tires were put on Ms. [redacted]’s Vehicle during the reconditioning

process before it was sold. The tires met the required speed rating and size

for that particular Vehicle.

CarMax appreciates the opportunity to respond to this

complaint. CarMax would also like to extend the offer again to rotate the tires

as we believe that this would take care of the road noise issue that

Ms. [redacted] is experiencing.

Ms. [redacted] may contact the CarMax

location in Katy Texas to make an appointment.

CarMax is declining the additional services requested in this complaint.

Please call me at [redacted], extension [redacted], if you

have any questions.

Sincerely,

Analyst, Customer Relations

Review: On January 24th 2014 I bought a used [redacted], color black. I later noticed that the rocker was damaged. The rocker is apart of the cars body and can't be easily fixed. However, thinking I was under the 30 day warranty, I didn't rush to the CarMax to have it fixed. I took it to them 18 days into the 30 day warranty. The [redacted], [redacted], accused me of doing the damage and refused to assist. He told me that there's no way the car would have left the quality checks with a damaged body. I disagree. This car most certainly did leave the CarMax lot with that damaged rocker.Desired Settlement: I would like CarMax to be a real fortune 500 company and set an example for quality service by repairing my vehicles rocker.

Business

Response:

February 20, 2014

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated February 10, 2014, wherein you forwarded a complaint from [redacted]. [redacted] requested in the desired settlement for CarMax to repair the rocker on his Vehicle at no cost and refund him the remaining amount of his Extended Service Plan.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about January 24, 2014. [redacted] brought the Vehicle to the Service Department to inquire on a rocker concern on or about February 10, 2014. CarMax inspected the Vehicle and concluded that the damages found were done after the original purchase date.

Due to the damage being done to the Vehicle after purchase, CarMax is declining [redacted] request to repair the Vehicle. However, CarMax will reimburse [redacted] a prorated amount for the remaining cost of his Extended Service Plan. [redacted] will need to contact the Business Office at [redacted] extension [redacted] in order to submit this request.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced.

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

Sincerely,

Consumer

Response:

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

They refuse to show me the 125+ point inspection indicating that the damage wasn't there prior to the sale. Furthermore I have forwarded my complaint to the FTC and state attorney general. I will call the number at the extension provided and request cancellation of my [redacted].

Regards,

Review: I bought a [redacted] vin [redacted] from a private individual before I bought this car I called the carmax it was sold from and asked them if there was a lien holder on this vehicle . They said no. Months later after nothing came up from vin check pro I went to register the vehicle and found that there is actually a $20,000 lien on this vehicle with carmax financing I have made several attempts to resolve this with carmax financing but their only off is giving me a $200 finders fee I have asked to buy out the loan or even tak over payments or do a new loan but they are not willing to do so. I have made all the proper steps and spent money for repairs on this vehicle. I have spent two weeks trying to resolve and still they only offer $200 they also were saying this car was reported stolen at my local dmv but after contacting dmv along with local chp I found there was no such report made. They also said they would have their lawyers contact me but I have not had any call from any attorney. I have asked for the recording from when I was told there is no lien holder but they told me they won't even look for it. I feel this company is trying to use me for their repo but I am not a repo person and have no wish to be one. I believe the $20,000 includes interest on the loan I had no part of I don't know what else to do[redacted]

[redacted]Desired Settlement: I am purely looking for practice of good business and would like them to sign off from being lien holder or replace with a different vehicle being this is my only vehicle and I would not have bought it if given the proper information I would also like them to stop breaking the peace with threats as I have spent two weeks straight trying to resolve this

Business

Response:

November 9, 2015

Revdex.com

Serving Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer Complaint of [redacted]

Dear

Sir/Madam:

Thank you for sharing

[redacted], Sr.’s (Mr. [redacted]) complaint and affording us the opportunity

to respond. Mr. [redacted] is requesting

that we release our lien on a [redacted] (Vehicle) or, in the alternative,

provide him with a replacement vehicle.

We cannot provide Mr. [redacted] with the relief that he seeks.

For background, the

Vehicle was purchased and financed on October 17, 2014 at the CarMax Auto

Superstores location in Southwest Freeway, Texas. The underlying retail installment contract was

purchased by and assigned to us – CarMax Auto Finance. The same day we applied for and perfected our

security interest in the Vehicle as the lienholder.

Our records reflect

that on August 27, 2015 our customer, the registered owner of the Vehicle, notified

us that the Vehicle had been stolen and that a police report had been filed. On October 13, 2015 Mr. [redacted] called to

inform us that he had recently purchased the Vehicle from an individual and

only learned about our lien when he attempted to register the Vehicle. We informed Mr. [redacted] that we still had a

balance on our account and that we had not released the certificate of

title. It is the responsibility of any

car buyer to obtain the certificate of title from the seller and to the extent

that it (the title) reflects a lien – confirm that the lien has been

satisfied. Why Mr. [redacted] chose to

purchase a vehicle without a certificate of title remains unclear to us. We informed Mr. [redacted] that the Vehicle had

recently been reported stolen by the registered owner and requested that he

returned the Vehicle to us. We were

willing to pay Mr. [redacted] $300.00 for assisting with the location and recovery

of the Vehicle. Mr. [redacted] declined our

offer.

Mr. [redacted] appears to

be a victim of fraud and we are empathetic to his circumstances. We encourage Mr. [redacted] to contact local law

enforcement and an attorney for advice on what claims he may have against the

seller of the Vehicle.

In the

meantime, we thank you, again, for bringing this complaint to our attention and

for the opportunity to provide this explanation. If you need any additional information

regarding the above, please do not hesitate to contact [redacted] at [redacted]

Sincerely,

CarMax Auto Finance

cc: [redacted]

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,

I was told by carmax prior to buying the [redacted] that it was paid off I was told by a carmax rep from store location the car was sold from also I have proof I had possession of the vehicle months before the registered owner is said to have notified carmax. Carmax financing is stating that it is my fault for not checking the status of the title but I was actually told from carmax that it was paid off prior to my buying this vehicle the carmax rep said she was looking in there system and in the Texas dmv otherwise I would not have purchased this vehicle. This was a mistake on their end which miss lead me to purchase this vehicle. I have dmv vin verification, shop receipts along with many other documents stating I had this vehicle long before anything was reported. Carmax states the registered owner said a girl took off in it and never came back... Why was there no report made I have had this car for about eight months why was the police report mad this month after filling a complaint with Revdex.com? This seems to me that carmax is just trying to cover yourself instead of admitting to making a mistake and doing good business. Please don't let this go unnoticed the time frame in which they say these reports where made does not match up to the actual documents that I have along with a witness that heard the call to carmax staying this vehicle was paid off. I do not accept their three hundred dollar offer because the misleading information provided by carmax has now made us both partners in this vehicle. Along with being civilly harassed and degraded from other carmax reps.

Review: This is based on the Fairfield, CA CarMax location.

I purchased a [redacted] in October. Paid it off in full in December. Received a letter from the finance company telling me to go into CarMax so that my [redacted] insurance cost would be refunded to me. I completed the paperwork and signed the paperwork at carmax for the refund. It states clearly on page 4 of my paperwork, right under my signature: " Customer Financial Refund:

Check Payable to: [redacted]

[redacted]"

After waiting the 2 weeks they said to wait to receive my check, I contacted Car Max. I am getting the complete runaround and they are saying they mailed my check to my lienholder. I DONT HAVE A LIENHOLDER. I have the pink slip in my hand. They refuse to help me. In the paperwork, on page 2, they listed the previous finance company as current lienholder. This was incorrect and I presented carmax a letter FROM the lienholder stating they are to refund me for [redacted] coverage. I feel this is a blatant paperwork error on FAIRFIELD CARMAX. They did the paperwork incorrectly, and now my money is in lala land. ($382.98) The manager at the Fairfield Carmax was EXTREMELY RUDE and just gave me the runaround and then said they sent it to the "lienholder" (there is NONE). The paperwork Clearly states the check was to be made payable to me. So it seems THEY messed up the paperwork and now I am suffering and feeling robbed because of it. This manager I spoke with was so rude I will never do business or recommend carmax to anyone ever again.Desired Settlement: I want the refund of my [redacted] coverage ASAP. I would like to pick my refund, in cash so that I don't have to hear the "processing" runaround, up at the CARMAX location in Modesto, CA, as this is the closest location to my home. I actually drove quite a bit out of my way to purchase a car at the Fairfield Carmax and never want to do business with them again. I want this refund this week, as I have waited my full amount of time and getting the runaround on this large a sum of money($382.98) is infuriating, especially when I have the paperwork stating the check was to be paid to me and it was absolutely NOT.

Business

Response:

January 28, 2014

Review: I have made outreach to Carmax several times regarding a 1 day past due late payment. I have made 60 payments on time and happened to make a payment at 12:48 am the day after the payment was due. Carmax is unwilling to let me A. make the payoff amount in full to get the late payment mark taken off

B. their policy states a payment will be submitted to credit agencies after 31 days, my payment was 29 days past due; however they then changed the wording to the specific to justify a specific date of the month but not actually 31 days.Location: Houston, TX Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like my past due payment taken off in lieu of good payment history for 60 payments in addition to the discrepancy in the 31 days rule vs the specific due date of the month

Business

Response:

March 25, 2016

Revdex.com

Serving Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: ? Consumer Complaint of [redacted]

Dear

Sir/Madam:

Thank you for sharing [redacted]’s complaint and

providing us the opportunity to respond.

In sum, Ms. [redacted] claims that her September 2015 payment was not over

30 days past due as reflected on her credit file. After a careful review of Ms. [redacted]’s account,

we disagree.

Our records reflect that we received Ms. [redacted]’s September

2015 payment (which was due on September 9th) on October 10, 2015. At this time, Ms. [redacted]’s account was 31

days past due contrary to her assertion in her complaint.

Though the credit information being disputed by Ms. [redacted]

is accurate, we believe that the unique circumstances of her case (which is

further elaborated below) justify the deletion of the credit information in

question.

In the interest of customer service, we typically inform

customers that are experiencing some difficulty in making a payment that, to

avoid negative credit information reporting, they must make the payment on or

before their next due date. It appears

that Ms. [redacted] was attempting to make the September 2015 payment on her next

due date - October 9th.

Unfortunately, due to time zone differences, the payment that Ms. [redacted]

made on October 9, 2015, at 11:48 PM, Standard Time, was received (according to

our records) on October 10, 2015, at 12:48 AM, Eastern Time. As a result, our reporting accurately reflected

that Ms. [redacted]’s account was over 30 days past due when she made her September

2015 payment.

We have

requested the 3 national credit reporting agencies to delete the negative

credit information associated with Ms. [redacted]’s September 2015 payment. It may take up to 60 days for this update to

reflect on Ms. [redacted]’s credit file.

Thank

you, again, for bringing this complaint to our attention and for the

opportunity to provide this explanation.

If you have any questions or concerns regarding this matter, please contact

Curtis Potts at (770) 792-4750, extension [redacted].

Sincerely,

Brent A[redacted]

Operational Compliance

Manager

CarMax Auto Finance

cc: [redacted]

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 purchased a [redacted] during the summer of 2015 and purchased a lengthy and expensive extended warranty. I opted to trade the [redacted] late in the fall of 2015 and contacted Carmax in Hartford, Ct regarding the refund for the warranty that was due to me. I have since contacted Carmax more than 10 times. Each time I contact Carmax I am told that they will return my call and that forms will be sent to me. I have sent them requested information, including odometer disclosure statements, bill of sale for the new truck showing the trade, and a letter from Carmax financing that my loan was paid in full. I have yet to receive those documents I supposedly must sign, I have yet to receive a return phone call from ANY representative I have spoken with. I believe that the Carmax team is attempting to defraud me of the warranty refund due to me.Location: Hartford, CTMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like Carmax to provide a refund for the warranty due me. I would hope that, because of the issues with the incompetent business office at their Hartford store, they would consider refunding the entire amount of the warranty without the fees and reduction that normally takes place. This should have been an easy transaction and the staff of the Hartford store has made it difficult. They hide behind the wall that is their phone system as they ignore the needs of the customer.

Business

Response:

January 29, 2016

Obviously Carmax is paying the Revdex.com a hefty sum for their a+ rating. This place is lousy. They wanted to see my bank account statement. No common curtesy. F-

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

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

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