CarMax , Inc.

Review: Problems with the vehicle within two weeks of purchase. Carmax does not have loaners and refused to pay for a car rental even though it was still under warranty. The [redacted] dealership found the struts needed to be repaired. I told the service manager [redacted] my vehicle would slide when I went over a small bump and almost got into two accidents with my vehicle. Bad struts on a vehicle are a safety issue and I felt the vehicle should not have been sold to me which at that time implied I might have hit a pot hole. I then called Carmax headquarters and spoke with [redacted] in the complaints department and explained what happened and all I wanted was my car rental paid for since the vehicle was still under warranty. [redacted] advised me he would call me back either by the end of the day or the next day. I waited until late afternoon the second day and had to call [redacted] back. He then stated there was nothing they can do because the vehicle was not within the 60 day warranty. I told him the problem with the vehicle happened within three weeks if purchase and he can contact [redacted] for the proof. I ended up paying for a rental which I believe should have been covered and I want to be reimbursed by Carmax.

Business

Response:

[redacted]

Review: In February 2013 I ordered my vehicle from [redacted] and had it shipped to ** for $199 prepaid fee. The over-priced car arrived early and I was called early morning that my vehicle has arrived. It appears that the, "The vehicle will be held for your inspection for a period of 72 hours from the time you are notified that it is located at the above Destination Location. " is a joke. My vehicle arrived and I got it right away without having to wait 72 for an inspection. So it seems that ** nor ** inspected the vehicle. After driving a while the brakes were loud and getting louder. When calling I was told they might squeak some as brakes do. The sound seem to get louder and I called and told them I'm tired of their excuses I want them inspected and explained that I believe the vehicle was never inspected. For some reason they continued making the appointment for an oil change and had in their notes that I was to pay the $100 fee once I arrived to the appointment. They would not give me an appointment right away so I didn't get in to correct the problem until March. I was told by the very nice mechanic that the brakes were down to the metal. I was not told if the rotors were corrupt, but I was told that brakes had to be replaced all the way around. Not once did they see in their system that the vehicle had been inspected when asking them. I take it on this appointment they still did not inspect the vehicle after telling the repair people that I had concerns with the inspection. I called 4 times and each time they had me in their system listed wrong, never for the brakes nor inspection of the vehicle. I did not feel like a part of the vehicle was driving right so I kept trying to get an appointment to get it back in. No Spanish speakers, but finally I got [redacted] to make an apt for 9am Nov 14th because I had an inspection at my own cost and started to actually hear a clicking sound at the right wheel. Took my vehicle in and [redacted] tried charging me other than what we discussed on the phone. Her mechanic looked all sad and lazy for the $57 she wanted me to pay him. We discussed that I wasn't to pay for something that should of been inspected in the 1st place. Vehicle was driven by me with mechanic and he heard the click in the right wheel said he'd be right back to look at it, but went on back to work. I went in to ask [redacted] about him seeing it and she said at least 4 hrs. Vehicle sat until I came back at 230 which I called before at 2pm and supposedly it was being looked at and would be ready by 215. Came back and vehicle was parked, but NEVER touched. This is how much they lie. I called about 3 times that day just to check on the time frame. I could of parked the darn vehicle myself. They have you pull up to service knowing they are not going to see the vehicle right away. To have strangers have your keys all day, never do the work they say and park your vehicle any sort of way is just not acceptable. She parked it all over the line all crooked where people could come and go slamming their door against my vehicle. I was not happy to see that. While I wasted gas and time having to have a ride to drop off and pick up my vehicle, I was not happy with the lost of sleep and gas spent. I work nights so to have to stay up all day waiting on my vehicle that was parked and never attempted to be looked at was horrible. I was told he had 3 other cars ahead of me so being almost 3 after there and speaking to them I knew he didn't have time to see my vehicle that day. [redacted] asked for me to bring it in again the next morning at 8am when the mechanics are not even there yet. Something that should take only 5 to 10 mins in the air to see. I had the inspection paper where he could see what my inspection said. They did not have to go by another shops inspection of course, but they could see what the shop stated to be the problem and check that out for themselves. [redacted] was trying to beat me out of money, said the charge is $150 to look at it and her mechanic is $57 per hr knowing it should not take an hour. We already discussed there would not be a charge for me coming so why when I arrive is she then trying to sneak in charges. I take it her mechanic did not want to work for free and yet it didn't look to deserve $57 an hour to look at my vehicle. [redacted] also stating how their are now invoices from my inspection in Jan 2013. If that's the case, some employee ran my vehicle to death for a month before placing it online for sale. If the vehicle was inspected in Jan and I saw it for sale in Feb 2013 that could only mean that one stupid employee ran the vehicle to death. In March there was no mention of an inspection completed so either it was completed in Jan and the employee finished off the brakes that were barely left, threw the vehicle on the lot for sale without replacing the brakes or having the vehicle inspected or the vehicle was never inspected, ran for at least a month then threw it on the lot for sale with no brakes. Either way that is not business and false advertisement to sale they inspected 125+ when they did not. In March there was no mention of an inspection. Once I complained there is now most likely a made up invoice for Jan 2013. If invoice existed in March it would of been mention at that visit so I'm convinced that someone threw that info into their system to cover tracks. Now all of a sudden I'm hearing from [redacted] that an inspection was completed in Jan with an invoice to show it was completed and she says she's seen brand new rotors and brakes wear in 2 months. I'm like no way, that's impossible. Wear fast, but not in 2 months. Just a liar to say anything to help a male cheat a female. So I told her flat out I'm not paying for this service and especially while my contract says $100 if I go to them, she tried charging $150 for service. Just a rip off and no real warranty. Can't trust that they will work on your car, all they do is park it and make up fees. They should know if the problem is in warranty or not and they try letting it not be so they can of course charge to fix it. I believe the axle to be leaking and broken when buying the car and because they failed to have it inspected like they were supposed to and they did not fix it before selling it. Sold me a lemon and advertised false info with the 125+ inspection. [redacted]'s answer to me telling her there is no way they completed a 125+ inspection without seeing the brakes were to the metal, was, "well we do the best we can". She's not even there when inspection is made so how would she know what they did. I told her the advertisement does not state they d the best, it clearly states 125+ inspection. My shop took 20 mins to test drive and inspect. Clearly [redacted]'s mechanic should have taken only 10mins to check the wheel out. When completing the brakes in March CarMax was told about the vehicle not being inspected and still failed to inspect the vehicle/wheels, but the mechanic did as he stated and completed a great job with the brakes. No more grinding/squeaks. However, I was not told if the rotors went bad because of the brakes being worn to the core. This was a very nice professional mechanic and I'm hoping to have him againas he completely tells you straight out in business format, what was wrong and what he completed. No haggle, no time wasted, straight to the point in a business manner.Desired Settlement: I would like inspection of my front right wheel, , loan vehicle waiting for me on Dec 2nd my next appointment, my mechanic ready and waiting to take my vehicle in for check and repair, and fluid checks changes at no charge to me.

Business

Response:

[redacted]

Revdex.com

Re: [redacted]

Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted] (the “Vehicle”) that she purchased on or about February 25,2013 from the CarMax store located in

[redacted]. In this complaint, [redacted] is requesting an inspection of her front wheel, a loaner vehicle, and inspection of her Vehicle’s fluids with no additional cost to her.

According to our records, CarMax has had [redacted] Vehicle in service on three occasions. On or about March 26, 2013 [redacted] had a service appointment stating the brakes were squeaking. CarMax replaced the front and rear pads and resurfaced the front and rear rotors. On or about November 6, 2013, [redacted] stated that there was a clacking noise coming from the front right wheel and also that there was something leaking from her Vehicle. Per CarMax’s records, the appointment was cancelled. On or about December 2, 2013 [redacted] had a service appointment stating there was a clicking noise heard from the front right tire. CarMax noted excessive play in the transfer case and at that time recommended that the repairs be sublet to a third party vendor for repairs. [redacted] then stated that she would take the Vehicle to a vendor.

CarMax appreciates the opportunity to respond to this complaint. CarMax inspected the vehicle; however [redacted] decided to take the Vehicle elsewhere.

Please call me at [redacted], extension [redacted], if you have any questions.

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.

In response to the behind the desk reading person [redacted], I'd like to say that one can get everything wrong when they read only what they want and what tacky employees write what they want into CarMax system. Seems the "executive team" reads CarMax, but not the customer report. This is my reason fro trying to reach a higher source than the location on [redacted]. Same communication with people not listening. [redacted] can only read a computer, but can not say what was actually said nor what happened when there. How can you represent something you didn't hear nor see, it's like giving false witness.

Anyway, I took my vehicle in on the 1st appointment they gave me. I called early March, but for an early morning appointment, CarMax gave me late March as 1st avail morning appointment. Mind you I bought the vehicle at the end of February so replacing brakes that supposedly had been brand new in January, in March is crazy. I called early March and they made the appointment for weeks later now blame the customer like I did not address the problem right away. I was told that brakes squeak on my 1st call to them. I actually had to call back to make them check the brakes out and once I visited the location they found that the brakes were all the way down. If the vehicle was inspected before my purchasing, why did they not see the brake and front wheel problem. In the computer system they kept placing the info as oil change. I called 4 to 5 times before coming in to make sure of the no charge and yet they kept telling me they have me down for an oil change. Once going in, they still had me listed for an oil change even after calling several times to confirm my appointment.

In Nov I did not call about a clacking noise, I called telling them that I had the vehicle inspected because I did not feel it was driving right and my mechanic shop found a leak (not literally leaking to the ground, it's what they call it) at the front right wheel. I offered to show CarMax mechanic so he could see exactly what I needed him to check. I told him I hear a sound at the front right wheel. One mechanic tested the car and heard it. 2 weeks later he couldn't remember test driving the car. I'm sure he did, he just didn't want any responsibility. The next mechanic to fix the problem took a long drive knowing hearing does not pin point anything. All I asked was for him to check the problem I'm asking about. My mechanic took only about 20 mins for an entire basic car inspection, so CarMax should not have taken more than 10 for a simple lift in the air and check the front wheel. He didn't even want to state on paper that my mechanic was right about the leak, I had to force them to put what they found on paper. He tried writing my paper work as though it wasn't the same problem that my mechanic shop found, but it is. I asked him to state that on the paper work because in March they pretend I did not say anything about the car not driving right/no inspection when I did. The mechanic still did not want to state the problem of the front wheel so I had to ask the manager and others and was told they can not add to the mechanics report, once he signs off, the report is closed. So they printed another and had him to write it on there which is not the same to me. Hard for them to just be honest. He knows he found the same problem as my mechanic and all he had to do is to write what he found during inspection. I don't want them later saying I never told them that.

In Nov/Dec nothing was "canceled". I took my car in early morning as appointed and it sat all day from 9am to 230 with no work completed. I called a couple of time and was told to give him until 215. I still called again at 2pm and was told that my vehicle was still with the mechanic. Got back there are 230 and was told the mechanic hadn't seen my vehicle yet. Such liars. They feel they have the right to tell customers anything. She also said there's 3 more cars ahead of me. I'm not understanding if I waited weeks to get my appointment and I'm there like I'm told, but my vehicle can't be seen that day. A vehicle check that should take 10 mins couldn't be seen in an entire day. Of course I took my vehicle because I knew he would not get to it the same day. They just lie too much. So I never canceled anything, I took my vehicle because I work nights as I have told them several times. To have me drive over wasting my gas and not touch my car and have it out by 215 like said was just ridiculous. When calling she shouldn't have lied and said the mechanic is with my vehicle knowing it hadn't been touched. I basically dropped my vehicle off for them to park it all stupid over the line where people can bang it all day.

CarMax mechanic was not sure if its the transfer case so he stated my vehicle had to be taken to another shop. I offered to take it myself because I see how they handle vehicles. I went to the sublet shop and they are super crowded so I'm sure my vehicle would just be parked for days. I need my truck so I offered to take it myself and that is where we stand as of now. CarMax offer warranty that is expensive for me to pay for, but their mechanics are not even sure of their work. I thought they had fully loaded mechanics that could do everything for $60 an hr.. For me to have to go somewhere else for another check to make sure he's right about what needs to be fix, is not good service. I rather CarMax mechanic be sure, but I thought they were 100% mechanics themselves.

I don't blame CarMax name per say because their setup is nice. The marketing is great, the webpage design is also good, along with detail info about the car you want to buy and being able to get the vehicle you want from any state if it's not local. The people that represent CarMax location here are tacky. No one should be lied to and that won't be stated by them in their system because who wants to say I'm a liar. No one will own up to their mistakes. CarMax itself is nice and always clean, but the employees themselves are not honest, never understand and appear lazy.

They can't even tell me if the transfer case is under warranty until it's checked. I'm like if the mechanic finds that is the problem, is it covered or not and the reps at CarMax acts like it's so hard to lookup the cost. I do know with common sense there might be more of a problem with added cost, but that was not my question. I just wanted to know if the transfer case is covered under my warranty because if not, it's another waste for me to even see their sublet although I know I don't have to pay the sublet for the inspection. I've had my vehicle inspected by my own shop people, of course CarMax can't go by them. Their sublet is just another little shop like the mechanic shop I went to, no better. Small and very crowded. The people seem nice, but they stay very busy. [redacted] the service rep at CarMax kept lying telling me my service fee is $150 when I kept telling her it's $100 if I take it back to them. We also discussed over the phone that there will be no fee for me and once there she tried going over a bunch of fees like they never understood I was not to pay the normal fees.

They understand if they received the [redacted] truck in Jan 2013 and had it inspected, placed it on silly [redacted] lot to be sold in late Feb 2013, transferred to me by the end of Feb 2013 (at my expense) that someone lied somewhere. Either no new brakes/rotors were placed on as stated with the invoice or the vehicle was never inspected. They state new brakes/rotors all around in Jan and I purchase a month later in Feb and the brakes are totally gone when I buy the vehicle. If inspected there's no way I should have left the lot with a vehicle with no brakes. I told [redacted] that I believe the people in ** should have had the vehicle inspected, but she could not understand. She kept responding that they don't do the inspection there at their location in which I know. I was asking if ** was responsible at the time they took the trade-in or was the vehicle to be inspected here once ** received it. I was called early morning when the vehicle came in so I know it was never inspected in **. Im thinking it was up to ** to inspect it when they took it in from the seller. Shipping a vehicle with no brakes is ridiculous. See how what the reps place in the system does not make sense. In the future when a customer makes an appointment, send us an email describing the appointment with the same info they have in their computer so we have proof of what we called for. How hard is that. Let us be on the same page, after all we are the paying customers. Not fair that people can report anything into the system to clean matters up and make it look like no fault of the employee. We have a right to fair service. Sorry so long, but I need someone to finally comprehend, not just read.

Regards,

Review: I bought a [redacted] a year ago. Well I went to [redacted] to trade my car in and [redacted] the sales person put the vin number on the car and told me that my car was not a 4WD/AWD. So I call carmax and they agree they made a mistake. I got a called from carmax on 12/09/13 and ask me to come down and they were going to make things right for me. I got out of work at 3pm and drove an hour in half in ice. When I get there they appraise the car and said all they could was give me $24,000.00 plus the prorated for the extended warranty and gap. What they offer does take care the loss of financing a 4WD/AWD verses a FWD. I know I put 21,000 my car, but it was my car to drive. Now my balance on the car is $29,722.00. Carmax is saying are being very generous with giving the amount mention above. But I would be in position if they would have make that mistake. All I want is for carmax to paid my balance or give [redacted] the difference for a 4WD and a FWD. [redacted] is the financing company.Desired Settlement: Carmax is willing to buy my car back, but they will need to pay the balance. As for me I will have to save money again and start over on buying a car. I will never buy a car from carmax again. Since I have loss my down payment of $3,000.00 and $2,220.00 for the insurance on on 4WD/AWD in one year. Any help would be greatly appreciate it!

Business

Response:

December 27, 2013

Via Electronic Mail

Re: [redacted]

Dear [redacted]:

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

On December 21, 2012 Ms. Valero purchased a [redacted] (the “Vehicle”) from CarMax in [redacted]. [redacted] went to a dealer to trade in her vehicle and the dealer told her the vehicle was not a 4WD/AWD. She called CarMax and we said a mistake was made. CarMax was willing to buy the car back but [redacted] wanted the balance paid.

Our Location [redacted] spoke to [redacted] and she decided to sell us her vehicle. We received a Letter of Guarantee for the lender [redacted], to purchase vehicle for appraisal amount and she seemed satisfied with the outcome.

We are sorry for any inconvenience this has caused [redacted].

If you have any additional questions regarding this matter, please contact me directly a[redacted], extension [redacted]. Thank you for providing CarMax with an opportunity to respond.

Sincerely,

Review: Purchased a used vehicle that has had several defects. I contacted, along with another friend on several occasions and we never had our calls returned or addressed. After several months, without being in arrears, I returned the vehicle to the dealership. They wanted me to sign a document that stated I was in default. I refused. I left the car with the dealer to handle accordingly. I have received many harassing phone calls from their finance division. I will not tolerate such disrespect as shown by these people. Additionally, the car was over priced by $3,500, without realizing until after the fact when I started investigating into various matters concerning the vehicle.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: Would like this to go to litigation so an equitable conclusion could be had.

Business

Response:

August 28,

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] complaint and providing us the opportunity

to respond. Ms. [redacted] indicates in her complaint that the [redacted]

(Vehicle) she purchased from CarMax Auto Superstores (our Dealer Affiliate) was

defective and overpriced, and that since she returned the Vehicle to our Dealer

Affiliate she has been receiving harassing phone calls from us. We will attempt to address each concern

below.

Vehicle Condition and

Pricing

Upon

receipt of Ms. [redacted]’s complaint, we reached out to our Dealer Affiliate

to obtain information regarding the Vehicle’s purchase and service history. The

records obtained reflect the following:

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 vehicle that was advertised and kbb valued to include "cruise control".I had purchased this vehicle cash for elderly parents.I did not notice immediately (within 30 days) that this feature I paid for, that they advertised was included on this truck, was NOT factory installed on the truck. I contacted the dealership multiple times and kept getting the "runaround" about my situation.Now time lapses as I am having to deal with elderly parents, illnesses, death anniversary, etc. and then elderly parents finally loosing the ability to drive (and all that entails).I became completely frustrated with them and promised myself I would NEVER PURCHASE another automobile from them. I did not know what recourse I had or if I even had one. They never followed up with me or offered me any compensation for their "FALSE ADVERTISING".Desired Settlement: They need to pay me the difference

Business

Response:

July 30, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Dear Mrs. [redacted],

Thank you for forwarding the complaint 10710370 received in

your office from Mrs. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about May 2, 2013 from

the CarMax store located in Irvine, California (“CarMax”). In this complaint, Mrs. [redacted] is requesting reimbursement

for the cruise control option.

CarMax has attempted to reach Mrs. [redacted] to discuss a

resolution but has not received a response.

Mrs. [redacted] can contact Lena Prieto, Business Office Manager. Lena can be reached directly at [redacted]

CarMax appreciates the opportunity to respond to this

complaint.

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

have any questions.

Sincerely,

Review: I purchased a car from [redacted] back in Feb 14, 2012. a 2003 [redacted]. I have only had my car for 2years this year February 2014. I have had nothing but problems with this car. I have been making payments on this car and I feel as though I was sold a lemon of a car.Desired Settlement: I feel as though I need to placed into another car or be refunded my money for payments on a car that I have not driven basically this entire year. I will be filing a complaint against car max on route 40 in [redacted] as well for the service department because they are unable to fix this car. I feel that this car was sold and its a lemon car that needs to be under lemon law if we have that in the state of MD.

Consumer

Response:

Additional Information:This Carmax has had my car from March 2014 until July 2014. and then again in September, October, November and Now December. I have has my car for 2years this February 2014. My car has had nothing but issue after issue. There is always a 2-3week delay in obataning authorization to obtain a rental car through a Carmax Care warranty that iam apaying for monthy. I have been making care payements on a car that I have basically not had all year. I am tired of dealing with this. Everytime I call there people that I have prevously have delt with are either fired or have transfered to another Carmax location. I think everytime they fix my car another problem happens. I need to placed into another car or need to refunded my money of the monthly payments that I am making everymonth for when I did not have my car.

Business

Response:

January 23,2015

Review: I bought a car from Carmax that they have advertised as in excellent condition. Which was confirmated by the sales man and the price. They sold me the car at full retail price as if the vehicle is in perfect condition with no issues at all. I was also told by the sales man that carmax has an excellent crew of technicians which inspect every vehicle to make sure the car has no problems, and I could by with confidence. So I tooke the car I liked for a test drive and noticed that the car did a little noise when driving and wwas slow to take off, other than that I liked the car. I told the salesman that it was something wrong with the car and needed them to check it out. The salesman told me that the mechanics crew will check it out and do any neccesary repairs.. I left the dealership with the understanding that they will check the vehicle and make sure every things was right. So as agreed I went back the next day at night and the salesman told me that their experienced mechanics had looked at the car and nothing was wrong, that everything in the vehicle was normal. I trusted their diagnostic and bought the car.

Now, five months later the car won't move. Talked to Carmax and they directed my to an auto shop of their trust. They told me the transmission was bad and the repair costs $2800 to $3500. I went to Carmax and was told there is nothing they can do, that hey are sorry I bought a bad car from them, so after some negociating they offered me to pay $1000 towards the repair cost. I

I asked the auto shop if it was posible that the vehicle was already damaged and described the sinptoms a noticed at the begining when tested drive the car and they said that it wont happen overnight, that the car has been damaged for a while and deteriorated until the actual condition and failed. So I explained it to Carmax and they said again that they are sorry and I was very unfortunated for buying the car. Basically, im screwed. Im stack with an $18000 car that doesnt works and I still have to pay. And the dealership enjoys the $18000 they got for selling me a car already damaged but barely noticeable as if it was in excellent condition.Desired Settlement: I want Carmax to stand behind their vehicles and their claim of having a great and experienced crew of mechanics that make sure the car you buy is in good working order.

I desire:

1. My car fixed or

2. Another car of the same kind and with same features or better, or

3. They buy the car back with no damage to my credit or outstanding debt.

Business

Response:

July 15, 2014

Review: I purchased my vehicle from Carmax I did everything on my end to make my sale go as smoothly as possible on 5/5/14 once my temporary tag expired I was notified that there was an issue with the title which prevented carmax from applying for my tag. I was given another temporary tag which expired on 6/5/14 when I called to check on my tag I was informed by business office manager [redacted] that there were still issues with my tag and I would have to turn in the vehicle which I'm paying a four hundred and eleven dollar car note on plus one hundred and sixty in car insurance and drive around in a loaner. The loaner was given to me full of dog hair and smelling like smoke. I cannot believe this vehicle was sold to me without carmax not even knowing that there was an issue with the title which has really inconvienced me. What kind of business practice is that to not know the status of a vehicle before selling it to a consumer. I'm completely dissatisfied and will not ne reccomending carmax to anyone that ask me.Desired Settlement: Get my title and get the car registered so that I can drive the car that I anm paying for.

Business

Response:

30 June 2014

Review: My wife and I purchased a [redacted] from Carmax in Winston Salem, NC as a transfer from Greenville, NC. To make a long story short, we haven't had the car in our possession for more that 11 days form April the 15th of 2014. It has been in the possession of Carmax working on multiple repair that should have been taken care of before it left their lot. I have contacted customer service through email over a week ago and no one has even attempted to contact us to see what the problem is. We've already made the first payment and it it almost June. We have to take the care back because it is roaring when you come to a stop. The care needs tires on it and the brakes feels like they are about to go at any minute. We think with having to find all the issues that CarMax has overlooked with this vehicle, and for the inconvenience of giving us 3 loaner to make auto payments on, they can at least replace the brakes, tires and give us our 1st month's payment back because it was their lack thereof. To add insult to injury, customer service still haven't responded to us. It was transfered from Greenville, SC to Winston Salem, NC. I will commend the Winston location for doing an excellent job at jumping right on these issues. After all, it wasn't the Winston store's proble to begin with. However, that doesn't excuse Carmax, as a whole for not living up to the reputation that they advertise. This is our second bad experience with purchasing a vehicle from CarMax. All they want to give us for their screw ups was a $25 credit toward something at CarMax. Unacceptable. I hope that this can be resolved with them compensating us with at least the things that are obvious. Some of the issues that had to be repair, wipers, sound system damaged, dent in right side, roaring sound, heated seat damaged, tires worn, etc. They should have a list of items from the repair. It has been a huge inconvenience for my wife and I.Desired Settlement: We would like for CaxMax to replace the worn tires and brakes on this vehicle and also refund us for having to make our payment we had to make of %396 since we only had the car in our possession 11 of the 45 days from date of purchase and will still be counting because they continue to attempt to patch this vehicle instead of eat the cost of their lack there of.

Business

Response:

12 June 2014

[redacted], Operations Supervisor

Revdex.com

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

Review: In the summer of 2013, my husband and I purchased a [redacted] that ended up having many problems. We took it back to the dealership within a month of purchasing it for several problems including loudly squeaking brakes among other small problems. Within a year of purchasing that minivan, we had to replace many things including brakes, the entire coolant system, and eventually the transmission went out. This was all within less than a year of having the car and we immediately had it towed to Carmax in hopes that they would realize that they sold us a bad car and provide an option or discount for us to fix the transmission. They did nothing of the sort, and in fact, said it would cost about $4000 to fix the transmission which we could not afford. This was 3 weeks after we had just spent $300 fixing the coolant system. In addition, we felt that fixing the transmission would be a waste of time because something else in the car would probably go out. We had no choice but to trade that car back to them and purchase another car from them. We only did this because we needed a car desperately and right away. Of course we were upside down on our loan because we owed 4 more years of payments and now our car payment for the new [redacted] we purchased is almost $500. The salesman who helped up insisted that we purchase the "max care" for the new [redacted] so that something like this would not happen again. A couple of months of having the [redacted], we began having problems with it. The sliding door would not close at times, the key was not working, the [redacted] never worked, and finally the airbag light went on. I have never even received my registration in the mail! When I called to get it looked at it at Carmax, I could not get an appointment for weeks. I told them I purchased "max care" thinking I would get a priority appointment and also told them that my airbag light was on. I was told I could go to a [redacted] dealer for a higher fee if I wanted an appointment! Unbelievable. I asked the girl over the phone if it was okay that I was driving around with the airbag light on and she said yes. Obviously, she has no idea what she is saying. I took the appointment in the hopes that I could speak to a manager over the phone and get a sooner appointment as we feel that they owed us at least that much because of all the trouble we had been through with them. Not only did I not get a sooner appointment, I called several times and left several messages for managers who never bothered to call me back. When our appointment finally came (which I had to take a day off work for), they basically said we would have to pay $300 to fix the airbag and that did not include the problems with the key and the [redacted] which never worked in the first place. Since then, we have spoken to corporate, who has service managers call me, and then they refer us back to corporate. In other words, they are giving us the run around. We have told them we do not feel that we should have to pay another $300 or anything for this because they have basically sold us two cars in a row with problems. On top of that, they have the worst customer service I have ever encountered. I will never buy another car from them again and would never recommend anyone else buying from them either.Desired Settlement: I would like them to fix the airbag, fix the[redacted], and replace the key battery for free.

Business

Response:

December 19,2014

Review: About 3 months after getting the car from Carmax, I noticed extensive problems within the steering of my car. At first, it was off and on and would happen when it would please. After more use of the car, the steering on the car is complety unsafe to operate. The car had a 3 recalls on it. When I took it into the dealership, they told me there was a problem with the Power Steering. Thinking this was the issue and they would fix the problem, a MONTH later I recieved my car back from [redacted] dealership. Before driving off the lot, the problem was the exact same. I had to reschedule for another recall on the car, another day of getting a rental and the inconvience of getting a rental. When I came back to the dealership, they later told me it would cost ofer $800 to order and repair my steering.Desired Settlement: repair or a fair/discounted exchange out for the car!

Consumer

Response:

[redacted]

Business

Response:

[redacted]

Revdex.com

Re: [redacted]

Dear [redacted],

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

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

February 16, 2013 from the CarMax store located in [redacted]. In this complaint, [redacted] is requesting “repair or a fair/discounted exchange out of the car”.

CarMax was not aware that [redacted] was having any concerns with the Vehicle until we received the complaint from the Revdex.com. The Operations Manager at the CarMax store located in[redacted], [redacted] contacted Mr. Bell. [redacted] expressed concerns with the price of the repairs quoted to him by the [redacted] dealership. At that time, the Operations Manager offered to have the repairs completed at CarMax or have the Vehicle appraised by CarMax.

[redacted] went to the store for an appraisal. The offer was extended to [redacted] and he appeared to be pleased with the offer recognizing that he would have some negative equity in the Vehicle. The

Operations Manager also offered to contact the [redacted] Dealership to get a breakdown of the repair cost. After contacting the [redacted] Dealership, the Operations Manager relayed to [redacted] that the repairs would be covered under the MaxCare, Extended Service Plan. [redacted] stated that he would take the Vehicle elsewhere to try and get a better offer.

CarMax appreciates the opportunity to respond to this complaint. If you have any further questions, please give me a call at ([redacted], extension[redacted].

Sincerely,

Analyst, Customer Relations

Review: Carmax worked on the car 4/30/15 and two weeks later I have to pay another deductible for damage caused by carmax!

I took my dodge charger to carmax on 4/30/2015 because brown fluid was leaking from the car and the car was stalling to get out of gears and I think something is wrong with the transmission.When carmax finally checked the car found that is was a water pump failure and coolant transfer tube failure and tension are brushing failure,coolant needed to be flushed. All of the following were covered by my extended warranty and I could get a rental for seven days and all I had to do was to pay was 364.49 that was my deductible plus 100 for some other miscellaneous thing.Paid it an revicived the car back and drove it for about a week the same thing I to op d car max the first time was wrong with the car was happening all over but much worse now after I let carmax touch it plus now the car would not accelerate over 40 and was still bump after trying to get out of gear.Now the car is a hazard to drive on the road and can't be driven and kids and wife are now having to ride the bus and we can not go grocery shopping, summer camp or anything and also I [redacted] is am missing overtime be cause I have no car aND also carmax is refusing to give me a loaner car and telling me I have to pay another deductible and it's a new problem when I told them the first time that something is wrong with the transmission . Invoice [redacted]Desired Settlement: I don't want to pay the deductible and it's carmax responsibility to fix the car because I told them the first time there was something was wrong and they failed to address the problems and whatever they did first time made the car undriveable and its there fault!!!!

Business

Response:

May 2, 2015

Thank you for forwarding the complaint [redacted] received in

your office from [redacted] regarding the 2007 [redacted], [redacted] (the “Vehicle”) that was purchased on or about January 14,

2014 at the CarMax store located in [redacted] (“CarMax”). At the time of sale, Mr. [redacted] did purchase

the MaxCare Extended Service Plan (“MaxCare”) valid for a period of 72 months

or 125,000 miles, whichever occurs first.

In this complaint Mr. [redacted] is requesting for CarMax to fix the Vehicle

with no deductible charge.

According to our records, CarMax serviced the Vehicle on or

about February 10, 2014 for the ABS light being on, replaced the driver front

wheel bearing, and aligned the Vehicle.

All repair costs were covered under the CarMax Limited 30-Day

Warranty. Mr. [redacted] had concerns of

leaking fluid, heat fluctuating from hot to cold, jerking at 50 mph, heard a noise

when driving over bumps, and a coolant flush on or about April 30, 2015. Repairs to water pump, coolant tube, tension

struts were all covered under MaxCare. CarMax

did not duplicate jerking concerns.

CarMax flushed the coolant; this repair is not covered under

MaxCare. Mr. [redacted] paid a total of

$364.08. Mr. [redacted] brought the Vehicle

to CarMax on or about May 27, 2015 for concerns of shifting problems and stated

the Vehicle would not go over 40 mph.

CarMax replaced the electro-hydraulic control unit. This repair was covered under MaxCare, and

Mr. [redacted] paid his deductible of $250.00.

CarMax also diagnosed a catalytic converter failure, which is not

covered under MaxCare. CarMax

recommended that Mr. [redacted] take the Vehicle to a muffler shop for this repair.

CarMax is declining the settlement request as set forth in

the complaint. However, CarMax is

willing to obtain repair quotes for the cost of the catalytic converter. If Mr. [redacted] would like to obtain those price

quotes, hey may contact [redacted]

CarMax appreciates the opportunity to respond to this

complaint.

Sincerely,

Review: On October 17, 2014, I completed the sales process for a [redacted]. Upon finalizing the sale (including deposit of my down payment and processing of my third-party auto loan), I was informed by management that they could not release the car to me because there was an issue with the title. After negotiating with management and informing them I did not want to be presented with other purchase options on that day, but instead to have the title fixed, I was offered a loaner vehicle and told it would be a week or so before the title would be fixed. On Monday, November 3, I was informed by Sales Manager [redacted] that, in fact, my vehicle will NOT be released to be at all because the title is not free and clear-- CarMax didn't have the title on hand at all. Three weeks have gone by when the information I've received has been false, or at least misleading. Furthermore, on 11/3/14, I told the Sales Manager and an associate in the Business Office that I needed immediate written documentation about the next steps-- how they were going to proceed with a buy back (to purchase the car from me and take care of my loan), how the loan paperwork through my credit union would be affected, and a timeline for making this happen ASAP. I did not receive a call back in two business days, and when I called CarMax on 11/5, was told that both the Sales Manager and that Business Office associate ([redacted]) were off of work-- no one had called to update me on the status of my request. I had to call the credit union myself to being the process.

When I spoke with [redacted] on 11/3, he also falsely told me that it would only take "an hour of my time" to make a swap of the paperwork or purchase a different car from them. He told me that he loan paperwork could just be updated with new vehicle information. I understand that this policy and process is actually through my third-party credit union, but neither he nor his Business Officer followed through on their promise to find out what actually needed to happen and they most certainly did not do it within the day they promised.

When I called to work my credit union on 11/5, I was told this was erroneous information. I am having to re-apply for an auto loan and will have to complete the entire sales process again, as well as wait for CarMax to issue a pay-off check to my credit union to take care of the vehicle I originally purchased .Desired Settlement: I informed the Sales Manager on 11/3 that at minimum, I requested remediation in the form of more than Service Center gift certificates (what they offered me on 10/17 when the issue originally arose) to offset the expense of one-month's auto insurance, which I had already begun paying, and to cover the cost of my Paid-Time-Off (equivalent of one day's gross pay) to come back into CarMax to deal with the situation. He did not make any promises. I've also been working with our original Sales Associate, [redacted] who can't find a vehicle to exactly match the qualities we sought in our original purchase ([redacted], low miles, a $16,500 price). CarMax has not offered to negotiate the price of any vehicles or to include any upgrades (like leather seats) to make this happen.

My desired outcome is monetary compensation to cover the expenses outlined above, as well as a show of good faith that 3+ weeks time of no vehicle, especially when it was a legal title issue that was on CarMax to begin with, is a major concern, especially to a repeat customer.

Business

Response:

11/20/2014

Review: I purchased a [redacted] from CarMax in June/July 2013. Now the clearcoat on the passenger side fender is badly chipping away. I took it to [redacted] and they stated the car has been painted/repaired at the fender. I have not had any accidents with the vehicle CarMax did not disclose this to me. I feel they are responsible for fixing the paint issue since they sell used cars certifying they have not been in any accidents. I don't feel the paint chipping in less than a year of me purchasing the car is fair or good business. I have called CarMax three times and left message after message and no one calls me back.Desired Settlement: DesiredSettlementID: Replacement

I would like CarMax to pay to have this issue fixed and provide me with a loaner car while they do it.

Business

Response:

April 3rd, 2014

Review: I went to CarMax on 7/10/14 to test drive a [redacted] and upon test driving it on the highway I noticed that the vehicle was vibrating and mentioned it to the sales lady [redacted] and she told me that they would take care of that. I purchased the vehicle on 8/2/14 and again did a test drive and again driving on the highway at 50 mph the vehicle was still vibrating and I again mentioned it to the sales lady and she told me that someone will call me for an appointment to bring the vehicle in. On 8/15/14 [redacted] called me to bring the vehicle on 8/18/14. I took the vehicle in and left it there for a week and picked it up on 8/25/14 and the problem was still there. I immediately called back CarMax and said that the problem still existed and they again ask me to bring it in again. On 9/2/14 I again brought the vehicle and got it back on 9/3/14 and the problem was still there.I called and spoke with the service manager and told her about the problem and that it had not gone away and she said they did not find any problem. On 9/5/14 I took the vehicle to [redacted] to take a look and they check the wheel balancing and ask me to bring it back if the problem still existed, and yes it still there. I again brought the vehicle to them and they switched tires with a new [redacted] and did a test drive and found out that the tires was the problem. I faxed the information to [redacted] at CarMax and she said they will not replace the tires but they can give me a discount on them. So I again took the vehicle to [redacted] tires for a second opinion and they found that the tires was the problem and that [redacted] don't use [redacted] tires.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like for CarMax to replace the tires. In their warranty they state that they would take care of a number of things and the tires are one of them. I was within the 30 days warranty service plan.

Business

Response:

11 November 2014

Review: Our daughter had a tear-able experience with Carmax, stay away from them, not as good as it looks on the surface.

She bought a car and her trade in was never transfered so she started getting tickets in the mail from all over LA, Carmax finally sent a letter to the state but not before collection agencies started calling!

She found out the car had been in an accident, Carmax said it had a clean title! Seems Carmax only uses their own title search company not Carfax,,,which found the accident

Carmax offered her 5 grand less than she owes to take the car off her hands! How is that for customer service!

Stay away from Carmax and if you must buy from them, make them use Carfax to search for accidents, the service they use and own is worthless. One Star is all they will get from me and lot's of bad PR.Location: Make: Model: Owner/Co-Ownder? Desired Settlement: I was given false information about the quality of the vehicle, which has made the car worth much less than Carmax said. I want a refund and the trade in value of the old car returned.

Business

Response:

February

19, 2016

[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 Richard [redacted] regarding the Vehicle

purchased from CarMax of Buena Park on November 29, 2014 (“the Vehicle”). In his complaint, Mr. [redacted] states the

Vehicle was in a prior accident, which negatively affected the appraisal value of

the Vehicle.

CarMax utilizes AutoCheck, an

independent vehicle history provider, to supply vehicle history reports to

customers. CarMax records indicate an AutoCheck

report, showing no prior accidents, was provided to the primary applicant at

the time of sale. Although CarMax was

not aware of this, an accident was reported to CarFax on January 13, 2012. According to CarMax records, the vehicle

title is in line with CarMax’s Clean Title Guarantee.

Mr. [redacted] states that the prior

accident negatively affected the appraisal value of the Vehicle. According to CarMax records, the accident

history did not affect the appraisal value of the Vehicle.

Mr. [redacted] requests a refund for the

Vehicle and the value of the trade-in.

CarMax is unable to meet this request as the Vehicle is outside CarMax’s

5-Day Money Back Guarantee. CarMax has

completed another appraisal on the vehicle, and would be happy to purchase the

Vehicle, should Mr. [redacted] and the primary decided to sell it.

Mr. [redacted] also states a concern

related to the ownership transfer of the trade-in. On February 19, 2016, CarMax

confirmed that the vehicle is no longer titled and registered to Mr. [redacted] and

the primary.

If Mr. [redacted] has any additional

questions, he may contact me at 1-800-519-1511 ext. [redacted].

Sincerely,

Jennifer [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. Carmax raised the offer from $9,000 to $13,000 on a car we owe $15,000 and a trade in lost worth $2,500.If the trade in value is so low and Carfax found reports an accident, how can Carmax say this is all they can do? This is not good business as I see it?Do I sell the car back to Carmax for a $4,500 lose and then have to find a new car, does not make sense and this is a Carmax mistake to use Autocheck instead of Carfax as I seeit!

Regards,

Review: I PURCHASED MY [redacted] 9/13 AND HAD TO GET 4 MAJOR/LENGTHY REPARIRS ON THE CAR. THE CAR IS MALFUNCATIONING AGAIN WITH A TAPPING SOUND NOICE COMING FROM AC BLOWER.I BELIEVE I WAS SOLD A LEMON AND THAT CARMAX KNEW THE CAR NEEDED REPARIRS. ITS HIGHLY UNLIKELY THAT A NEWLY PURCHASED CAR NEW OR USED WOULD REQUIRE SO MORE REPAIRS IN SUCH A SHORT TIME. I HAVE ONLY MADE 5 CAR PAYMENTS THRU CARMAX FINANCE COMPANY AND HAVE 4.5YR TO PAY FOR THIS AILING VECHILE. CAN I PLEASE GET ANOTHER CAR, I AM NOT ASKING TO GET OUT THE LOAN BUT THE ABLITY TO GET ANOTHER CAR? IT APPEARD CARMAX PURCHASE TROUBLE CARS THEN REPAIR THE CARS SLIGHTLY, THEN HAVE THE CONSUMER TO GO HALF WITH THE OTHER REPAIRS VIA WARRANTARY PAYMENT AND DEBUCTABLE PAYMENT FROM CONSUMER. THIS SITUATION IS TERRIBLE AND I HAVE ALL DOCUMENTS OF REPAIRS PURCHASED A WARRANTY THE REPAIRED MAJORLY OVER 4 TIMES NOW,Desired Settlement: DesiredSettlementID: Replacement

I WOULD LIKE ANOTHER VECHILE.

Business

Response:

April 15, 2014

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am writing you in response to your letter dated March 21, 2014, wherein you forwarded a complaint from [redacted]. [redacted] requested that CarMax allow her to replace her vehicle.

[redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax store located in Laurel, Maryland (“CarMax”) on or about September 26, 2013.

[redacted] mentioned in the complaint that the Vehicle has been serviced several times since the date of purchase, including an issue with a tapping noise coming from the air conditioner. CarMax’s records indicate that [redacted] scheduled a service appointment to address this concern on or about January 23, 2014. However, [redacted] canceled this appointment prior to the service date.

CarMax encourages [redacted] to contact [redacted] in the Service Department at [redacted] in order to address her concern.

CarMax is declining [redacted] request to replace the Vehicle. However, CarMax would like to extend [redacted] the offer to have the Vehicle appraised.

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,

Analyst, Customer Relations

Review: I bought a [redacted] at a Carmax dealership in 07/21/2013 . Recently in the beginning of March 2015 I noticed my car a bit sluggish from stop to 3rd.gear, so I Called Carmax in Burbank closest to me, on 03/03/15 the mech. Advised me to call [redacted] to see if they would diagnose my car to see what it. Ammo told me its not our issues call [redacted] they are the maker they may help you? I called a [redacted] dealer close to me, gave info to Mech. [redacted], he said your car has 2-recall products that need replacing so bring it in? They would see about other issues, after 2-days the mech. Tells me my car is ready, Mr. [redacted] advises me my car will be needing a Clutch ,poss. flywheel ! I asked why it only has 30 K. Miles?? No answer. I have over 23 yrs. driving a manual trans. I said I would get a 2nd. Opionion when I went to pick up my car I could barely DRIVE it to work. I called , asked why it was WORSE?Rafael said due to the replacement parts my car now had more power?? So the Clutch problem is more evident??, same day 3--3-15, I have my car towed to Carmax, where head mech. [redacted], tells me to try and see if [redacted] will take care of issue for me in the mean time my car would be safe. I also contacted [redacted] & Carmax headquarters to ask WHY a 2012 car I bought from them was NOT going to be under warranty for a Clutch problem??. I bought the Used car from them with 7- K. Miles & BOTH are washing their hands from this matter as well claiming "it's part of Wear & Tear" GiVE Me a Break...At 30-K miles on it, How is this possible??? My complaint is at the Way Carmax has NOT taken responsibilty for selling me a Car with a Defected Clutch and will NOT assist with my Cost. My car to this date is still at Carmax Oxnard. As per head Mech. [redacted] he had to search around to order parts of my Clutch, why? I asked him don't you order the Whole kit??this week after I got an email from [redacted] at Carmax, telling estimated quote? May change.? Carmax Does NOT honor Pre-Inspection reports.Desired Settlement: Whatever Cost are involved. UNot to mention the wait on Repairs, from Car max. They never even offered a Car Loan therefore needing to walk for almost a month to and from work. They Mental Stress I put thru the entire ordeal of NOt having adequate answers the back & forth Mis dealings with Carmax Corporate and mechanics endless missed messages every time I called the service Dept. I have a log of all mess. Left. Bottom line a car with less than 30 K. Miles should not Need a Clutch.

Business

Response:

April 3, 2014

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MS [redacted]

Dear Mrs.

[redacted],

Thank you

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

[redacted] regarding the [redacted], [redacted], (the “Vehicle”) that

was purchased on or about July 21, 2013 from the CarMax store located in Oxnard,

California (“CarMax”). At the time of

purchase, the Vehicle mileage was 6,968. Ms. [redacted] did not to purchase the CarMax

MaxCare Extended Service Plan (“MaxCare”).

CarMax recommended, at the time of sale, that Ms. [redacted] register the Vehicle

with the manufacturer in order to receive any recall notices. In this complaint, Ms. [redacted] is requesting not

to have to pay for repair cost of the clutch.

According to our records, CarMax has

been in communication with Ms. [redacted] about this concern. On or about March

3, 2015, CarMax was made aware that Ms. [redacted]'s had attempted to have the Vehicle

looked at by CarMax Burbank, [redacted] and a local [redacted] dealership. Ms. [redacted]'s main concern was why a clutch

on the Vehicle with less than 30,000 miles would need to be replaced. The CarMax Operations Manager contacted Ms.

[redacted] on or about March 4, 2015 to explain that the clutch on a manual transmission vehicle is

a wearable item, and is not covered under manufacturer warranties or other

extended service programs, including MaxCare.

CarMax provided a repair quote of $1,300 to Ms. [redacted], and requested

to see the Vehicle to confirm her concerns.

CarMax received the Vehicle on or about March 5, 2015. Mileage on the Vehicle was 29,975. At that time, CarMax recommended another

option for Ms. [redacted] was to contact [redacted] corporate to see if there could be

an exception made to the manufacturer warranty on the Vehicle that would cover

the repairs. Ms. [redacted] asked CarMax to put repairs on

hold while she contacted [redacted]. Between

March 5, 2015 and March 20, 2015 CarMax continued to follow up with Ms. [redacted]

informing her that we would not proceed with repairs until we had her approval. On or about March 20, 2015, Ms. [redacted]

approved the repairs, and CarMax confirmed the repair cost quote of

$1,300. On or about March 23, 2015, Ms.

[redacted] requested for CarMax to stop repairs until her questions about parts were

answered. CarMax responded then received

approval to proceed with repairs. CarMax

received the clutch on or about March 25, 2015.

As of March 31, 2015,

CarMax is waiting for a machine shop to resurface the flywheel, at no

additional cost to Ms. [redacted]. CarMax

will finish clutch repairs and inform Ms. [redacted] when repairs are completed.

CarMax is declining

the settlement request as set forth in the complaint; however, CarMax will

honor the original quoted repair cost amount of $1,300.

CarMax

appreciates the opportunity to respond to this complaint.

Please call

me at [redacted], extension [redacted], if you have any questions.

Sincerely,

[redacted]Analyst, Customer Relations