CarMax , Inc.

Review: The SUV has had to be repaired five times for major problems ie oil pan replaced, engine overheating. The warranty is covering the repairs for now

But I don't want to be stuck making costly repairs plus my 800$ car payment. My daughter is headed to college and I need a car that is reliable.Location: Tinley Park, ilMake: [redacted]Model: **Owner/Co-Ownder? YesOwnerDesired Settlement: I would like another vehicle. The car Broke down on the expressway in rush hour.

Business

Response:

May 27, 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 Tinley Park, IL (“CarMax”) on July 1st,

2014.

In her complaint, Ms. [redacted] stated that

repairs were completed on the oil pan and engine of the Vehicle. Both of these

repairs were covered under the extended service plan that Ms. [redacted] purchased

at the time of sale. CarMax has not serviced the Vehicle since August 15th,

2014.

CarMax received no

further communication with Ms. [redacted] until May 4th, 2015 when she

contacted CarMax Customer Relations regarding the repairs. Ms. [redacted]

requested a return due to the Vehicle being unreliable. CarMax completed an

appraisal on the Vehicle May 23rd, 2015 in the amount of $23,000.00

which expired on May 30th, 2015. CarMax will gladly reappraise the

Vehicle again to provide Ms. [redacted] with an option to sell the Vehicle.

If

Ms. [redacted] has further repair concerns with the Vehicle, her extended service

plan is valid up until July 1st, 2019, or 100,000 miles on the

odometer, whichever comes first.

Ms. [redacted] may contact

me at [redacted], ext. [redacted], with any other questions. Thank you kindly for

giving CarMax the opportunity to respond to this matter.

Sincerely,

Analyst, CarMax Customer Relations

Review: I was given 30 days to address any issues with car

I pointed out an initial issue

Carmax claimed to fix issue. I got a 2nd opinion in 30 day period that said something could be wrong with the clutch. I spoke with carmax about this and they mechanic said that he is not sure and we should monitor the issue. I put less that 2500 miles on the car they the clutch went.

Carmax kept my car for almost 2 weeks then gave me a 3000 price quote to repair car and would not acknowledge that this was pointed out in the 30 day period.

I missed time from work and had to find repair for myself at half price, but as a result I have lost my job.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Minimum compensation covered for repair, towing, parts, cab cost, and punitive damages.

Business

Response:

June 11,2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: Mr. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint received in your

office from Mr. [redacted] regarding the [redacted], VIN

[redacted](the “Vehicle”) that he purchased on or about

November 3, 2014 from the CarMax store located in Inglewood,

California. In this complaint

Mr. [redacted] is requesting compensation for repair, towing,

parts, cab cost, and punitive damages.

According to our records, on or about March 25, 2015, Mr.

[redacted] had a concern that the clutch on the Vehicle was slipping. After diagnosis it was determined that the

clutch had burnt out and required replacement.

At this time, Mr. [redacted] had owned the Vehicle for about 4 months and

was well outside of the CarMax Limited 30 Day Warranty Period. Although Mr. [redacted] purchased the Maxcare

Extended Service Plan, this would not be a covered repair as it is deemed to be

a wear and tear item and therefore excluded from coverage under the terms of

the MaxCare Plan.

CarMax appreciates the opportunity to respond to this

complaint, and declines settlement request as set forth in this complaint.

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

have any questions.

Sincerely,

Analyst, Customer Relations

Review: I sold my car to carmax on may 25, 2015. Since it was a Memorial Day, they could not get a hold of my finance company. The price of my vehicle was $28000. The pay off amount they said based on my credit report was only $25817. The pay off amount based on my finance company was 25275. I also purchased a vehicle from them and used some of my equity as a down payment. I had approximately $540 to get back based on the difference of the pay off amounts. I contacted them yesterday and found out that the difference will be send to my new finance company. Why would they send it to them? The new finance company has nothing to do with me selling my car to carmax. Why couldnt they issue the difference directly to me?Location: Make: Model: Owner/Co-Ownder? Desired Settlement: Send the pay off difference of approximately $540 to me and not to my new finance company. They have nothing to do with me selling my car to carmax.

Business

Response:

June 25, 2015

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Dear [redacted]

Thank

you for forwarding the complaint received in your office from Mr. Gonzales

regarding his purchase of the Vehicle from CarMax of [redacted] (“CarMax”)

on May 25th, 2015.

In his complaint, Mr.

[redacted] referenced concerns with the payoff quote on a [redacted]

that he sold to CarMax prior to his purchase.

CarMax estimated the

payoff associated with his loan on the [redacted] after not establishing

contact with his lienholder. This estimate was $524.19 more than the actual

payoff amount on the loan. The transaction was finalized and CarMax purchased

Mr. [redacted]’ vehicle on the estimated quote.

Via

an agreement between preferred lenders and CarMax, that $524.19 is attributed

to the balance of the loan on the Vehicle Mr. [redacted] purchased, through [redacted] This agreement is specific[redacted] stated in Mr. [redacted]’

vehicle purchase agreement he received at the time of the purchase.

A

manager at CarMax discussed this information with Mr. [redacted] on June 14th,

2015. In the event Mr. [redacted] has any further questions on this, he may

contact me at [redacted], ext. [redacted].

Thank

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

Sincerely,

Consumer

Response:

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

I did speak with one of the managers from [redacted]. She said that there is nothing she can do regarding this issue. She said that I signed the contract agreeing to send the money to my new finance company. That part of the contract was not explained to me. I was told that I should expect a check for the difference from [redacted] Financial. I contacted [redacted] and they said they do not issue checks back to their customers. And if I want the difference, I should contact Carmax. They have not received the difference as of June 14, 2015. It does not make any sense why [redacted] has to received the difference. They have nothing to do with me selling my car to Carmax. When I sold my car, the negotiation is between Carmax and myself. Why couldnt they issue the check to me like the way they will do it if I did not purchase a car from them. All this experience from Carmax has been a hell. I know its only $500 and some but for me that is a lot. I cant believe a big company such as carmax would not even satisfy their customer. Its a small amount compared to what you will be making from the car I sold. And the money is rightfully mine. I regret doing business with Carmax. I will share my experience with them to everyone I know.

Regards,

Review: In November of 2014. We purchased three cars in one afternoon. One June 2, 2015, my daughter went to go trade in her car at [redacted]. She was informed that day, from [redacted] that the car had been wrecked. I called CarMax and talked with the manager. He then said he talked with the salesman and the salesman "remember" telling us about the car being wrecked. No he did not. Then I found out later that one of the other cars and been previously wrecked. I complained to he SC. Department of Consumer affair and CARMAX"s response was that we were showed the CAR History on the day of the sale. CARMAX can't keep their story straight. We were never told nor shown any paperwork that day. I even asked the Sales Manager on the phone June 2 about showing the Car history reports, He said they don't show them unless people ask. Since we did not ask, we were not shown, But CARMAX reports to the S>C Consumer Affairs that we were shown them that day. Well, what did they do with them? They sure did not give them to use.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I am 1433.00 by CARMAX and I want the [redacted] adjusted in price, really I want

CARAX to pay it. I really don't trust CARMAX because of the several different stories they have said.

Business

Response:

August 21, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

[redacted] (“the Vehicle”)

Dear Mrs. [redacted],

Thank

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

her daughter’s purchase of the Vehicle from CarMax of Charleston, SC (“CarMax”)

on November 30th, 2014.

Ms. [redacted] mentioned in

the complaint that her daughter was not made aware of an incident listed on the

vehicle history report.

CarMax records indicate

that Ms. [redacted]’s daughter was informed of the AutoCheck vehicle history report

at the time of purchase. Additionally, Ms. [redacted]’s daughter signed a Prior Use

Disclosure form acknowledging her understanding of the report.

CarMax completed an

appraisal on the Vehicle on June 2, 2015 offering $11,500 to purchase the

Vehicle. Ms. [redacted]’s daughter accepted this offer. CarMax declines to provide

any additional relied nor will CarMax provide a price adjustment on another

vehicle.

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 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,

Review: Several days after purchasing the car, CarMax notified me that they forgot to add the taxes to the sale. They told me that I can either mail them a check for $2000 or return to CarMax to return the car and repurchase it. I've signed a legally binding contract with them. Why would I be responsible for their mistake?[redacted]

[redacted]Desired Settlement: I would like CarMax to fully resolve this issue without any contribution from me and to follow through on the sale as promised with payment of my New York state taxes as well as obtaining my New York state license plate and registration

Business

Response:

August 24, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

[redacted] (“the Vehicle”)

Dear [redacted],

Thank

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

the sales tax on her vehicle from CarMax of [redacted] (“CarMax”) on August 5th,

2015.

CarMax attempted to reach

Ms. [redacted] to discuss her concerns on multiple occasions. Each attempt rendered

no response from Ms. [redacted] on this issue.

CarMax declines to

participate in payment of the sales tax due, as this is the responsibility of

Ms. [redacted]. Additionally, Ms. [redacted] must pay sales tax to the state of New York

for the Vehicle before the license plate and registration will be provided.

In an effort of customer

service, CarMax offers Ms. [redacted] a discounted rate on an extended service plan

for the Vehicle and also financial reimbursement for the inconvenience.

Thank

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

Ms. [redacted] has further questions, she may contact me directly at [redacted],

ext. [redacted].

Sincerely,

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.

The CarMax customer relations analyst, [redacted] who responded to my complaint is for one reason or another, lying. CarMax has not attempted to reach me regarding this matter except for the initial call that was made to me by the Hartford Ct CarMax manager who was named Charlene. I know that they did not try to reach me because they called me on Monday, 8/24/15 to confirm my mailing address so that they could overnight me my NY license plates and NY registration and they had no problem contacting me at that time. I am satisfied with the outcome as I have now received my NY license plates and registration but I am livid that 1) they claim to have offered me some type of financial reimbursement for their error because they did not and 2) that somehow they would expect consumers to disregard a legally binding contract when I know that they would never do that if I made the error. Having said that, I will now be filing a complaint with the consumer protection agency with the hopes that such a large corporation as CarMax will find a better solution to this problem if it is an ongoing issue. Thank You for your help in this matter. The matter has been resolved.

Regards,

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

Business

Response:

November 24, 2015

[redacted], Operations Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

Dear Mrs. [redacted],

Thank

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

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

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

a vehicle on the web site.

CarMax

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

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

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

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

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

limited to, pricing errors.”

In

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

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

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

November 10th, 2015.

Ms.

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

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

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

Sincerely,

Curt D[redacted]

Analyst, CarMax Customer Relations

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,

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 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: Note: I don't know why I was forwarded to the Virginia Office. Please forward to correct office. CarMax is located in Fairfield, CA at 2955 Auto mall Pkwy.

I purchased a used vehicle from CarMax in 12/22/2014. They informed me at the time time the vehicle had never been in any accident. They gave me a verbal guarantee that it was not in any accident. They also pointed to their written statements that the vehicles were fully inspected and all accidents would be disclosed. The sale price of the car was based on this false vehicle history.

After purchasing the car I noticed that the braking system was faulty, having breaks which did not grab when going over speed-bumps or over potholes. I complained several times to CarMax headquarters and the CarMax dealer. The car was inspected at the CarMax dealer and, despite attempts at resurfacing the rotors, the problem persisted. Later Hyundai customer service warned me that the warranty on my vehicle was voided due to CarMax working on the rotors, which CarMax did not inform me of at the time of the inspection.

Due to persistent problems, I began to look for a new vehicle. I subsequently found out when I had the vehicle appraised on 10/26/2015 at a Hyundai Dealership that the car was reported to be in an accident via Carfax. I was informed that the vehicle would be significantly lower in appraised price due to this accident. I went to the CarMax on that day and demanded information regarding this. They informed me that the vehicle was reported to be in an accident after the sale date. I demanded renumeration for the lost value, which they refused. However, they appraised the vehicle and offered me $3,000 dollars more in the appraised value to make up for the loss. However this total amount was still far less than what I paid for the vehicle. I rejected the offer.

The raising of the appraised value by $3,000 indicates the concession on the part of CarMax that the vehicle lost significant value.Location: 2955 Auto Mall PkwyMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I desire $3,000 to be refunded to me to make up for the inevitable loss I will face when resale the vehicle. This is the same as the value offered on top of their (CarMax) own appraised value of the vehicle made on 10/26/2015.

Thank you.

3/16/2016

Business

Response:

March 22, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. [redacted]

Complaint ID: [redacted]

[redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated March 16, 2016 regarding

the Vehicle purchased from the CarMax store located in Fairfield, California (“CarMax”)

on or about December 22, 2014.

In his complaint, Mr. [redacted] describes a history concern with the

Vehicle, and requests that CarMax offer him $3,000 for potential future value

depreciation.

CarMax provides a free AutoCheck Vehicle History Report with every

purchase, which is also available on our website for every vehicle in our

inventory. If the AutoCheck vehicle history report indicates any accident

history on the vehicle, our process includes sharing that information with the

customer prior to the final point of sale. We train our sales consultants to

share that while AutoCheck is a helpful resource, not every accident may be

reported in an AutoCheck report and CarMax does not guarantee an accident-free

vehicle. Additionally, CarMax does not control whether or not accidents are

reported to vehicle history reporting agencies, or when those accidents may

appear on vehicle history reports. Carmax does guarantee a vehicle that’s free

of frame or flood damage.

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

communication with both management at the Fairfield location and members of the

Customer Relations department regarding his concerns. Mr. [redacted] connected with

the sales department regarding an accident on the AutoCheck Vehicle History

report, which was confirmed as appearing on the report after the date of sale.

CarMax completed an appraisal on the Vehicle on or about October 26, 2015, and

offered an additional $3,000 more than the Vehicle’s appraised value as a

gesture of goodwill for Mr. [redacted]. As with all of CarMax’s written offers,

this appraisal was valid for seven days.

Notes indicate that Mr. [redacted] also presented concerns with

brakes, a fog light cover, and a bumper on the Vehicle around the time of his

appraisal. Service records state that CarMax also assisted by covering the diagnostic

fee for the concerns as an additional gesture of goodwill for Mr. [redacted].

CarMax will not be participating in issuing $3,000 to Mr. [redacted].

CarMax appreciates the opportunity to respond to this complaint.

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

with any questions you may have.

Sincerely,

Kristina S[redacted]

Analyst, Executive Response Team

Consumer

Response:

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.

The "goodwill" offer of appraisal was far below the original sale price of the vehicle. The "goodwill" of diagnosing concerns was guaranteed to have been thoroughly inspected prior to sale. Therefore, the attempts to deal with the complaint, which resulted in many hours of lost work on my part, were insufficient recovery methods which fell short of the original guarantee, which was given orally. It is not tenable to give insufficient services and then make unfavorable adjustments, and deem it "goodwill". "Goodwill" is therefore a term being used in this complaint to undermine the efforts of the Revdex.com and should not be taken as genuine or adequate.

Regards,

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-

I purchased a 2013 Land Rover Range Rover Evoque on October 9,2015. My experience with Carmax was one I would never forget. I imagined my first car purchase to be an exciting one, and it was horrible. I worked with Karen R[redacted] for about a week before my purchase. After much back and forth conversation about financing and getting the car shipped to the Baton Rouge location, due to less travel, my experience turned from moderate to unacceptable over time. Ms. R[redacted] insinuated throughout the process that I could not afford such an expensive vehicle. Ms. R[redacted] failed to mention that prices at Carmax was set and not open for negotiation after traveling 77 miles from my home. The car had paint damage to two of the doors which I received a service ticket on the day of purchase. I later learned on November 23, 2015 from the Land Rover New Orleans dealership that the car was also missing the front tow cover piece and had Sheetrock screws in the front bumper to hold the piece up from where the missing piece goes underneath it. I scheduled a appointment of November 12, 2015 to get the work done, because the manager on duty said it was not to their standards to sell the car in these conditions. On November 27, 2015 I arrived to my 8:00 AM appointment on time an was told that the paint department was closed for the day. After traveling 77 miles the only thing Carmax could offer was a reimbursement for gas. When the associate Ronald J[redacted] (I believe his name was) asked what type of gas the car took, I replied Premium, he stated they only had regular gas on sight. I left the location with no service and no gas to travel 77 miles back home. The overalls service I have received from the Carmax Baton Rouge location was very poor and I would not recommend this company if it was the last one standing.

I went with my mother in-law to get her a newer car. The over all buying experience was good, the sales rep listened to what we wanted and helped find us the car that fit. The car in question had every option except a back up camera which the mother in-law wanted. CarMax said they could install this for about $550. When she took the car in to have this done we dropped the car off around 10am and never got a call back till we called them after 4pm. Since CarMax can’t do anything other then wash a car it was out to a third party vendor(Car toys). They then told us that they tried all day but they can’t install this without another part. We picked the car up the next day and no response from Car Max for two weeks. When I called them to find out what the [redacted] was going on they said that they called 2 days after we left and left a voice mail. Well to my surprise no voice mail or call history. It was also at this point I was told they could not do the job and they were refunding this on our loan. I explained that we paid cash so I should have a check waiting for me. I asked when can I come in and pick my check up?? I was told it had been sent to corporate and we should get a check in 2-3 weeks. This is the point at which I lost it and talked with two different managers before I realized that they follow corporate rules and they cant do anything without corporate telling them how to do anything.
So I called the corporate office the same day. They said that depending on the current state of this transaction they might be able to help. So now they have had our money for 4 weeks and I need to wait 2-3 weeks for a refund on something they couldn’t do. I would not recommend CarMax! All they can do if you have an issue is refer to corporate because they are centralized corporation and don’t really want return customers. From the little research I have done on-line this seems to be the norm. I wish I had done homework before using CarMax, don’t make my same mistake.

Review: I paid $200 to have a truck transferred here from GA. I was told it would be here within two weeks and was in great condition. Took 15 days and side mirror was broken and truck was dirty.Location: [redacted]Make: [redacted] Model: [redacted]Owner/Co-Ownder? NoDesired Settlement: I want my deposit sent back to me.

Business

Response:

April 21, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MRS. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint 10578241 received in

your office from Mrs. [redacted] regarding the [redacted],

[redacted] (the “Vehicle”) that was transferred on or about March 13,

2015 to the CarMax store located in Tampa, Florida (“CarMax”). In this complaint, Mrs. [redacted] is requesting a

reimbursement of the $199 transfer fee.

The Vehicle was transferred from Columbus, Georgia and

arrived within the projected two week time frame on or about March 25,

2015. Upon arrival, the Vehicle’s mirror

was damaged by CarMax’s car wash and repaired on or about March 26, 2015.

CarMax is offering to refund the transfer fee to Mrs. [redacted]

to resolve the settlement request as requested in the complaint. A refund check is being processed and Mrs.

[redacted] should receive in the next 7-10 business days.

CarMax appreciates the opportunity to respond to this

complaint.

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

have any questions.

Sincerely,

Analyst, Customer Relations

Consumer

Response:

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

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

Regards,

Review: I 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

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: 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 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: I purchased a used 2008 [redacted] in January 2013. Within 3 months after purchase, the transmission had to be replaced by Criswell in Gaihersburg, MD and they kept it for 7 days. A month later in May, I had to take it back to have the motor mount replaced. Criswell told me that after the motor mount was replaced that the car would not shift. The next day I drove it and drove further to Germantown, Md. Before I made it to Germantown, the car jerked, shifted, and went into neutral and would not pick up speed. I had the van towed back to Carmax on June 4 the day after Criswell claimed nothing else was wrong. Carmax had the van for a couple days and called me to come pick up the van because nothing was wrong with it. As I was walking in the door my cell phone was ringing and the service rep. from carmax was calling me as I walked up to him. He told me the car wasn't ready and I could take the loaner until they have Criswell look at it again, after they are the ones that claimed nothing was wrong with it anymore. I felt my time was wasted. I haven't had the van since June 4. Criswell replaced the transmission a second time and took it back apart a third and had to order a part. I have been paying over $450/month. Wasted money on a lemon!Desired Settlement: I would like my money back for the down payment and all the monthly payments I made because this vehicle clearly had problems before purchase, that may have been overlooked, as it has been overlooked these past 3 months. I would like another car, because I would not like to keep the [redacted], just in case there are more problems.

Business

Response:

Via Electronic Mail

Review: I have 6 months with my car now and 2/12 months my ac is broken and the window on my size not working I take the car to carmax and they toll me I have to pay $250 just for estimate because I don't have no warranty on the car plus you have to pay for the part in total I'm looking at $850 that is so crazy .so carmax car only good for 3 month .I have 4 baby and they go mommy it is hot bad.I wish I could a for it for the kids don't get no used car from carmax without warranty because they don't so nothing for you without estimate payment I love my car but it is so hot now .I take my car to get brakes and they toll me carmax did not change the brakes. When I got it.I pay $78

Business

Response:

VIA ELECTRONIC MAIL

Re: Complaint ID

?[redacted]

Dear [redacted]:

I am writing you in response to your letter dated October 15, 2013, wherein you forwarded a complaint from [redacted]. [redacted] requested in her desired settlement a phone call.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about March 1, 2013.

[redacted] brought her vehicle in for an AC concern on or about October 21, 2013. CarMax completed diagnosis and found that the discharge line, drier, and expansion valve all need to be replaced. CarMax contacted [redacted] after completing the diagnosis to advise her of the needed repairs. As a gesture of goodwill, CarMax consumerized the diagnosis charge and offered the AC repairs to [redacted] at a discounted rate of [redacted]. [redacted] has declined offer presented.

CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.

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

Sincerely,

Analyst, Customer Relations