CarMax , Inc.

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

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

Business

Response:

November 9, 2015

Revdex.com

Serving Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer Complaint of [redacted]

Dear

Sir/Madam:

Thank you for sharing

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

to respond. Mr. [redacted] is requesting

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

provide him with a replacement vehicle.

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

For background, the

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

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

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

security interest in the Vehicle as the lienholder.

Our records reflect

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

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

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

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

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

title. It is the responsibility of any

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

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

satisfied. Why Mr. [redacted] chose to

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

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

returned the Vehicle to us. We were

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

of the Vehicle. Mr. [redacted] declined our

offer.

Mr. [redacted] appears to

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

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

seller of the Vehicle.

In the

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

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

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

Sincerely,

CarMax Auto Finance

cc: [redacted]

Consumer

Response:

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

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

Regards,

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

Review: 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 a car from this company with an agreement from a Sales Representative to complete specific detailing, buffing, polishing and tinting and they agreed; they understood that I wanted the car to be "showroom" condition and they didn't hesitate to commit to all of the terms. After 24 hours I had to contact the company to inquire about a status and they continued to delay based on weather. When the Service Department called me to tell me that everything was completed and I could pick up the car, I returned to find that most of what they promised they completed was not done (they only fixed the tint on the back window per the agreement). While they will say that it was because the car had pollen on it (I understand that) it was clear that nothing else was done per the agreement. I had to deal with a Sales [redacted] that was so disrespectful and rude, he had me in tears. He told me that "the sales person never should have promised anything, he doesn't know what the service department agreed to and I was just one of thousands of customers and he didn't care if I bought the car or not." He also told me that if he were the sales person he would have told me "this is CarMax, these are used cars and he doesn't know what I was expecting." I purchased a [redacted] so I'm not sure why he felt the need to insult me with a comment about a used car; more importantly, it shouldn't have mattered if I purchased a 10K new car, CarMax is in the business of selling used cars so insulting customers in the market for used cars isn't the way to earn future business. I purchased my previous car from this business at this location and I will never work with this company again. This company has a return policy if you are not satisfied with the car in your possession for 5 days so this was not outside of normal policy. Yet upon completion of the return, the Business Office informed me that my registration was already submitted and I would have to work with the [redacted] to transfer my registration.Desired Settlement: I would like to speak with Senior Leadership at CarMax to inform them of this customer experience. I'm very disappointed and want to discuss the disrespectful behavior of the Sales Manager and the lack of communication between departments which made the customer service portion of this experience even worse.

Business

Response:

April 2, 2014

VIA ELECTRONIC MAIL

Revdex.com Serving Central Virginia, Inc.

Richmond, VA 23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am in receipt of the complaint that was filed by [redacted], on March 15, 2014, regarding a [redacted] (the “Vehicle”), VIN [redacted] that was purchased from CarMax in[redacted] (“CarMax”) on or about March 8, 2014. [redacted] returned the Vehicle on or about March 14, 2014. [redacted] is requesting to speak with Senior Leadership at CarMax about her experience. [redacted] Location [redacted], will be reaching out to[redacted] on April 3, 2014.

CarMax appreciates the opportunity to respond to this complaint. CarMax considers this complaint resolved.
Sincerely,

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 to my satisfaction and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards,

Review: I purchased a [redacted] on 02/27/15 from CarMax located in Buena Park, Ca. The vehicle was advertised online and in store with a DVD video system and came with 2 remotes and 3 headsets. At home, I could not figure out hot to play the DVD. The car manual pointed to the radio. The radio gave an error, "unreadable". I called CarMax service department and was advised I needed to bring the vehicle in when the audio/sound tech was available which was approximately 1 1/2 weeks later and an appointment was scheduled for 03/16. I was also advised to bring the car in as early as possible. I showed up for my appointment at 8 am on the 16th. The tech was not there and they would have to call him in later and wouldn't be there until around 5 pm. That was not what I was told over the phone when I made the appointment. When I complained, the service manager, Juan, took a look at the car and couldn't find where to place the DVD either. He advised he would call a Dodge dealer to inquire and would call me sometime that afternoon. Feeling frustrated and taken advantage of, I took the vehicle to a private audio/sound specialty store. I was advised that the car DID NOT have a DVD player. What it has is a "multi-media" player which allows a portable DVD player to be plugged in and played on the roof mounted screen. This is NOT what was advertised and what I thought I was purchasing. I returned immediately to the CarMax and asked to speak with a manager. I was told 3 different times a manager would be right with me and one never came. Finally, Brian approached me to assist. I relayed the situation and advised what I had found out. He looked over the car and agreed. He advised he would check to see what was advertised. He returned with Juan and confirmed the car was advertised with a DVD video system and provided a printout as confirmation. Juan then advised he could not make a decision on how to rectify the issue and needed a senior manager. He has not called me with any type of resolution.Desired Settlement: I would like CarMax to install a DVD video system as advertised and to also compensate me for wasted time spent and frustration.

Business

Response:

April 6, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding the complaint dated March 23, 2015 regarding the Vehicle purchased from the CarMax store located in Buena Park, California on or about February 27, 2015.According to the complaint, Ms. [redacted] took the Vehicle to an audio specialist to inquire about a DVD player concern. The audio specialist inspected the Vehicle and found that the Vehicle was not equipped with a DVD player as optioned at the time of sale.Following this appointment, Ms. [redacted] contacted CarMax to inform them of the information she’d received from the audio specialist. CarMax sent a third party vendor to her home to confirm the audio specialists’ diagnosis and had them install a DVD player inside of the Vehicle on or about April 2, 2015 at no cost to Ms. [redacted].CarMax apologizes for any inconvenience Ms. [redacted] may have experienced and considers this matter resolved.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

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. The new equipment has been installed and issues with it were worked out with the vendor CarMax sent out. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: Sent from [redacted] I would like some help if I can get it. I brought a [redacted] in February 2015 from CarMax at [redacted] I found the car online but it was at another location, I think it was [redacted]. The car only had 14,700 miles on it. I asked if the car had ever been in a accident or had any other issues. They said no accidents or issues, it came with a clean carfax. I had to pay $400,00 dollars to have it transported to Virginia. The car arrived in [redacted]. about 8 days later and I went down to pick it up. I love the car but I kept noticing the passenger right rear door looked a little darker then the rest of the car. I assume it was the way the sun was shining on it. I stop at a body shop and ask them to look at it. They told me the door had been damage and repainted and that why it did not match the rest of the car. I was shock by what I was told. I went back to CarMax and ask to speak to a [redacted] . I need to explain they have more than one [redacted] at CarMax. He told me there was nothing he could do about it. He then told me that it could have repaired by CarMax and never recorded. I told him I had ask the question had the car ever been in a accident and was told no. Then I also brought up the car fax and that when he told me unless it was flood or frame damage they did not have to report it. I ask him would he come out and look at it, the answer was no. I could not believe what I was hearing. I left and went back to the body shop 2 or 3 weeks later and had them to give me a quote to repaint the door. I was told to do it right it needed to have both doors painted to blend. The quote was $900.00. I did not have that much money, so I decide to call the [redacted] at CarMax. They would not put me through to him. They gave me another [redacted] name [redacted]. He told me the same story as the other manager. This conversation was on June 5th at 530pm. I also ask him tell the [redacted] I would like to talk to him. I also told [redacted] if I did not hear back from them I would get everyone I could involve in this. I feel I have been mislead . I know CarMax had to have known about this on the car because they are trained to spot problems with car when buying them. When you ask the question, any issue or accident with car and the answer is no, this tell me they are not being honest. Now I have a car that I cannot sell as a no accident car. I will never be dishonest like that. Can you help in this matter. I am also sending a photo of what I am talking about. Thank you for your time.

[redacted]Desired Settlement: Unspecified

Business

Response:

July 2, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Thank you for forwarding the complaint received in your

office regarding the [redacted]

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

about February 21, 2015 from the CarMax store located in [redacted]

As stated in the complaint, Mr. [redacted] had concerns regarding

the color of the passenger right rear door. He stated that the color of the

door appeared to be darker than the rest of the Vehicle. On or about June 25, 2015 the [redacted] at CarMax met with Mr. [redacted], looked at the Vehicle and determined that

the rear passenger side door needs to be repainted. Mr. [redacted] was asked to drop

the Vehicle off. He was given a loaner vehicle to drive while his Vehicle is

being repaired.

CarMax regrets any inconvenience that this may have caused

Mr. [redacted]. CarMax appreciates the opportunity to respond to this

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

Sincerely,

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 own [redacted] in city of Ontario Cal.on May 8th of 2012 I have purchased a 2006 [redacted] last 8 of the VIN # [redacted] from CARMAX auction in Duarte CA WITH CLEAN TITLE.I had fixed the car and did all the cosmetic and mechanical job that the car needed including safty and Smog.I sold the car on April 24 th 2013 to a gentelman and when we transfered the car into the buyer's name ,we found out that the car had salvage history since 3/2012 .the buyer demanded return tru his attorney which we are in the process of doing so.we have had numeros contact with reps of CARMAX and they keep pushing thier policy that they are not responsible and they want to offer much less than it has cost me the repair and reconditioning the [redacted].In fact after conversation with the DMV INVESTIGATOR,she sugested that CARMAX should have known the fact and they sold this car with a salvage title.this had effected our reputation and I will take this to the highest level by law.Desired Settlement: I demand a immidate buy back of this car.I have faxed all thr recipts to CARMAX REPS.At this time I demand buy back of the car considering the total cost of $9000.00 plus $2000.00 componsation for my time and effort to clean CARMAX'S mess.if not I will hire an attorney and this will cost them more money try to defend selling a salvage car knowingly.

Business

Response:

To Whom it May Concern:

I am in receipt of the complaint that was filed by Mr. [redacted], the owner of the [redacted], on May 29, 2013, regarding a 2006 [redacted] (“Vehicle”) that was purchased by his dealership at a CarMax auction, on or about May 8, 2012.

Mr. [redacted] stated in this complaint that CarMax failed to disclose a salvage title history, and requested that CarMax buy back the Vehicle for a total payment of $11,000.00.

[redacted] purchased the Vehicle from CarMax for $5,100. This was an “as is” sale through wholesale auction. Recently, CarMax offered to repurchase the Vehicle from [redacted] for $[redacted]. At the time of the offer, it had been over a year since the purchase of the Vehicle. CarMax also offered to pay Mr. [redacted] $[redacted] for any expenses related to the Vehicle during the ownership. Additionally, as an alternative, CarMax offered Mr. [redacted] a lump sum payment in the amount of $[redacted] should he wish to keep the Vehicle. Mr. [redacted] declined CarMax’s offers.

CarMax’s position has not changed. CarMax is not willing to pay Mr. [redacted] $11,000 for the Vehicle. It is CarMax’s belief that it has met any and all obligations it may have had to Mr. [redacted].

If you have any questions, please contact me at [redacted]

Sincerely,

[redacted]

Paralegal

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,

first of all,CARMAX has a trend of stepping on the little buyers like my company.in the past ,several cases has occurred that proved CARMAX'S insensibility toward these issues. Like people tamper with the odometer of the car they sell or trade to CARMAX, dealer buys it and finds out the mileage has been tampered with and CARMAX will not do anything about this.

now in my case,CARMAX responded that the car was sold "AS IS " this is in regards to the physical condition of the car not the LEGAL STATUS OF THE TITLE.by CALIFORNIA DMV law it is illegal to sell a car and not no disclose the flaw of the title.If I know this car has salvage title ,I would not have purchased it.

lastly.I paid $ 5280.00 for the car and I spend a good amount of $4000.00 (not included my time spend going back and forth with CARMAX,writhing back to thy attorney of the retail buyer and so forth)to bring the car up to salable condition,now CARMAX want to offer $[redacted] and I lose about $6000.00 .is this the way a fair business is suppose to run?We buy a car at CARMAX auction and lose $6000.00. CARMAX call it fair proposal, because they put back the same car into their auction and sell for about $6000.00 and make another $2000.00 of of us.

CARMAX is a ripoff co. and I have hired an attorney to take legal action against them,and I have complained to DMV investigations.I will not quit my legal rite to negative publicity against and unjust entity like CARMAX.

Review: I purchased a 2007 [redacted] from CarMax in November 2012. I purchased it on Sunday, picked it up and brought it home and the very next morning on my way to work the check engine light came on. I contacted the CarMax office and they said it is probably a sensor. I had to wait until my next day off (following Monday to take the car back). I returned the car and they said it was fixed, I drove out of the lot, the check engine light came back on. They gave me another car to use while they checked the car. They found out it needed a new cylinder head. They replaced it. The check engine light came back on the week after I returned home. The car was in their shop more than in my drive way. Now, it is June and the check engine light is still on. I purchased the car with 47,000 miles on in and now it has 48,000 miles and that is from driving it from Ocean City, Md. to Laurel, MD 3 different times. I cannot drive the car because the check engine light is on and the RPMs are so high that I'm afraid I cannot stop the car and there will be an accident.Desired Settlement: I want to be fair, all I have wanted is another car. I do not feel safe with this vehicle because there has been so many problems with it. I paid $13,000.00 for a car that I'm making payments on that is sitting in my driveway. I would like to give it back and get another car that will run properly. I am having to rent a car to go to Va. as my youngest sister has brain cancer and has very little time to live. All of my time is at work or trying to get to Va. to see my sister.

Business

Response:

RE: Ms. [redacted]

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

Dear Mrs. Sekerdy:

Thank you for forwarding the complaint received in your office from Ms. [redacted] regarding the on going repair concerns with the Vehicle she purchased from the CarMax of Laurel, Maryland (“CarMax”) on November 18, 2012. In her complaint, Ms. [redacted] requests that CarMax return the Vehicle as she does not feel safe driving it and assist her in finding a different vehicle.

CarMax recognizes that Ms. [redacted] is currently not happy with the Vehicle. As the Vehicle is outside of the 5-Day Money-Back Guarantee, CarMax is unable to take return of it. However, as a gesture of goodwill, CarMax offers to complete a free diagnosis on the Vehicle to determine the repairs needed and at that point, CarMax can discuss what options are available for repair with Ms. [redacted]. In addition, CarMax offers to appraise the Vehicle and make an offer to purchase it.

Ms. [redacted] is invited to contact the management team at CarMax ([redacted]) to set up an appointment to have the Vehicle diagnosed or appraised.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

Analyst, CarMax

Review: I purchased a 2005 [redacted] from the Southlake location in Stockbridge, GA in July 2011 with an extended warranty (100,000mile) (VIN [redacted]). In January 2013, before my 100,000 mile expiration, I took the car to get repaired because it started to over-heat, the cluster stopped working, and it became difficult to start the car. After two weeks of service, the service consultant assured me the issues were taken care of. Two months later, March 2013, under my 6,000mile/6month service warranty, the car starts to over-heat again. I took it back and the same service consultant tells me that they couldnt duplicate the problems I was having, but then 2 days of them holding the car, they finally get it to over-heat stating that the cause was just the radiator cap. On June 22, 2013, the car over-heated again leaving me stuck in traffic downtown. I called the service department that following Monday, June 24th, told them car was over-heating and that it was a re-occurring issue. The repair service department advised me that they wouldnt be able to work on my car until July 17th. I was very unpleased with their lack of customer service so I messaged the home office on [redacted] I received a message back on [redacted] and was told that someone will be calling me, but they didnt. I contacted Carmaxs customer relations after I realized the Southlake location wasnt interested in fixing my problem. Customer relations contacted Southlake. I received a call from both Customer Relations and Southlake and was advised to take car back. On June 27th, I took the car back to Southlake. The very next day (Friday, June 28th), the service department contacted me being very brief, stating that my cooling fan was the issue; that they fixed the car; and, it was ready for pick up. I went to pick up the car later that evening, and once I got on the expressway half-way home, all the service lights on the dash came on, the headlights went out and so did the brake lights making this a very dangerous condition to drive in. When I finally did get the car home and parked it, a few minutes later, I went to start the car and tried to take it out of park. I couldnt get the car to change gears the car was stuck in park. I contacted customer relations on Monday, July 1, 2013 because Southlake was not answering telephone. I told customer relations I had just picked up my car from having repairs, about the car issues I was having on my way home, and that now the car would not come out of park. Customer relations advised they would contact Southlake. Southlake called me back and told me they would send a tow truck to pick up my car. On July 2, 2013, Southlake called me and said that they ran a few tests and that my fuel pumps need to be replaced, and the cost of replacement is approximately $1,200. My car is still in their possession. This experience has been an inconvenience and very stressful as I find it hard to get to and from work and I really want this nightmare to end already.Desired Settlement: Carmax to keep the car and pay my finance company remaining balance of car loan. Reimburse my down payment to me

Business

Response:

July 26, 2013

Review: Conflicting odometer record that is on the contract. I bought the car from Carmax with a contract showing 20,599 miles on the odometer on date of purchase 3/13/2012. Two years later 2/22/14 I had the car appraised for a trade-in at a [redacted] dealership they ran a [redacted] report that shows the car being over the 20,000 mile mark twice,on 4/10/2010 odometer read at 23,364 and on 4/30/2011 odometer read at 29,498. the odometer reading was kept on file at a [redacted] dealership in San Jose,Ca for routine maintenance by the first owner.

After speaking with Carmax and them not offering a desired explanation of the mistaken mileage, I then spoke with [redacted] which confirmed the mileage records through the matching VIN number records proved to be the same that we have through car fax.

We have made a verbal complaint with Carmax twice and both times they offered no explanation or resolution that was except able only stating that somewhere else there has been a mistake but not a problem of their own.Desired Settlement: Desired resolution is a complete refund of money spent on the purchase of the [redacted], a dissolution of the contract and all credit owed.

Business

Response:

[redacted]

Review: we sold our car to [redacted] 1 month ago they issued a check for CarMax to pay off the [redacted] that we tradet in with [redacted] of [redacted]. CarMax tried to take a payment out of my account for the [redacted] 4 days ago.I had to call the bank to cancel the payment which cost me 26 dollars.Also the bank charged me 60 dollars for insufficient funds.I contacted [redacted] to find out the issue.I spoke with [redacted] .She told me she issued a check 2 wks. ago to CarMax.[redacted] contacted CarMax .They told her that they lost the check and cant find it.Cindy had to issue another check to CarMax.Carmax still owes me 1010 dollars for the warranty we had with [redacted] that we have not received,because of their mistake. Product_Or_Service: [redacted] Account_Number: Vin number [redacted]Desired Settlement: DesiredSettlementID: Refund I would like to receive my money for the warranty,and the bankfees that I had to pay

Business

Response:

April 1, 2014

Via Electronic Mail

Re: [redacted]
Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted]. On June 29, 2011 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of [redacted]. In her complaint, [redacted] is requesting CarMax refund her for the Extended Service Policy (“ESP”) and bank fees.

CarMax Business Service did refund[redacted] for her ESP on 3/20/14. CarMax Business Service also faxed a “zero balance letter” to CarMax of[redacted] on 3/31/14. The Business Office Manager is sending out to [redacted] a copy of the “zero balance letter” via [redacted] this week.

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

Sincerely,

Review: I went to Carmax in Henderson to purchase a car almost 2 years ago. It was not disclosed to me that the car had been in an accident and is currently in the middle of a lease. My mother, my cosigner and I asked if the car had any body damage or any other issues that we needed to be aware of. A few months ago one of my struts went out on my car and the CarMax Warranty company refused to cover the repair stating that it was due to a pre-existing condition due to an accident. I have never been in an accident in this car. I looked up the [redacted], which CarMax admitted that they use and an accident was listed prior to even CarMax owning it. On the freeway a few weeks ago, my car fell apart on the freeway due to this and nearly injured me and other drivers. I spoke with Corporate and the Henderson CarMax store. Corporate has reported to me that not only is the store not taking responsibility for their dishonesty which has led to this, but is also trying to place the blame on me. Carmax guarantees a full inspection yet mechanics have uncovered bent struts and rubber proxy on my car which would have been discovered had they truly done a full inspection as they stated. I have missed days of work due to not having a vehicle and would like this matter not only resolved but it be ensured that in the future that they practice better dealer techniques and that the Corporation gain more insight and control over their stores across the United States.

I spoke to Service Manager [redacted] on March 25, and he reviewed what had been inspected which did not include the struts or suspension on the car. I questioned whether a full inspection had been completed on the car.

I spoke to Sales Manager [redacted] afterwards and asked what resolution was CarMax willing to come up with to resolve this issue. The Sales and Service department both tried to place blame on the other departments without any resolution.

I contacted [redacted] at the Corporate office on March 27, 2014. She offered to have the vehicle traded-in and a refund of the [redacted] warranty. On April 2nd, she reported that CarMax Henderson refused to take responsibility for the incident and that they had proof that it was not their liability even though they did not fully disclose everything about the car.Desired Settlement: My desired outcome is for Carmax to redeem some of the monetary value I have lost due to this incident. The [redacted] value of the car is $3724, I paid $400 out of pocket for my strut on the right side that the warranty should have covered, $960 which is the amount left for the warranty on the car and $500 for the down payment of the car. The total amount I should receive is $5,584. I want them to also take the car back and pay off my loan. I am no longer considering a trade in with this company because of their dishonesty and due to the incident on the freeway (described above) which is a huge matter of public safety. I also would like an apology as well due to the nature of this incident and in the future for this dealership to ensure that full disclosures are made on all of their vehicles.

Business

Response:

April 23, 2014

VIA ELECTRONIC MAIL

[redacted], Operations Supervisor

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am in receipt of the complaint that was filed by [redacted] on April 7, 2014, regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased from CarMax in Henderson, Nevada (“CarMax”) on or about June 25, 2012.

CarMax completed a 125 Point Inspection on the Vehicle on or about June 19, 2012, before [redacted] purchased the Vehicle. CarMax has reviewed the 125 Point Inspection with [redacted] and verified that a complete inspection was accomplished. CarMax does not have any record of service for the Vehicle after [redacted] purchased the Vehicle.

CarMax offers an [redacted] vehicle history report on all of our used vehicles. [redacted] would have been offered a copy of the [redacted] vehicle history report during the sales process. Additionally, all of our used vehicles have a copy of the [redacted] report on CarMax.com for all of our customers to view.

If [redacted] desires to sell the Vehicle to CarMax, she can bring it to any CarMax location for a free appraisal offer. If [redacted] would like to cancel her [redacted] (“[redacted]”) for a prorated refund, she may contact the business office at the Henderson location at [redacted]. [redacted] may contact [redacted] at [redacted] with any questions about coverage or claims on her [redacted].

CarMax remains committed to assisting with repair needs under the terms of [redacted]. [redacted] is welcome to phone the store directly for further assistance in scheduling an appointment.

CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement requested as set forth in the complaint. If you have any questions, please contact me directly at [redacted] extension [redacted].

Sincerely,

Sr. Analyst, Customer Relations

Consumer

Response:

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

Hi,

Review: I have many issues with this company. I took my car in because I noticed a problem with my breaks after only 4 months. The service started to be terrible from the very beginning. I called the burbank location to see when I could get in to just get my car checked out. they told me that the earliest they would even look at it was on july 22nd. The woman who answered the phone was rude the entire time. I was asking if I could leave my car there for 2 days and if they had any time just to check my breaks (which I know is a very fast job) they told me no they could only take me on the 22nd. So I took it upon myself to make the drive (which I was very scared to do due to the loud noises from my breaks and the fact that my car was taking a very long time to actually break) I got there and asked [redacted] if it would be at all possible to leave my car or if they had anything available for my vehicle to get checked. She told me that they wouldnt have the time but I could leave it if I wanted. She was even hesitant to even let me do that bc I didnt buy my car at that location. So I went to my car to get my carmax paperwork. When I came back in she told me they suddenly had a cancellation the next day at 9:30am. So the next day is when things started to go array. I waited until after 12pm to call the service dept. to check on my car. Where I started to get a major run around. It took me calling the service manager several times to finally get a response on the diagnosis on my car at 2:13pm in the afternoon. I finally got a hold of the service manager where he told me that after only 8,000 miles I now needed NEW breaks NEW roaders and NEW tires (which when I bought the vehicle they told me they were brand new) I was appauled. With my father uncle and grandfather all being mechanics I know the normal wear and tear of a vehicle and I feel that the company sold me an unsafe faulty vehicle. Which is the point I was making to the manager. I feel that a company that makes all these claims of selling a safe vehicle that is supposed to pass all these inspections either wasnt checked or they lied to me about it passing. Anyways after getting the run around of no phone calls being returned I finally had enough and tried to call the corporate offcie. [redacted] was very nice (at first) she listened to my entire experience and told me she was apauled and appoligized. She was supposed to call the company and get their side. It took until after 5:15pm to get any response from anyone and the best they could offer me was to split the cost with me. Which no one would even give me a price just an estimate of over $800. I was appauled. I declined the offer and have been struggling to get a hold of any managers from any one from corporate or from the carmax locations in burbank and now irvine.Desired Settlement: All I am asking is that if I was sold a faulty unsafe vehicle after 4 months they should replace these problems for me for free. if they are willing to split the cost of the parts (breaks/roaders) I will be happy to do that. but after everything which I didnt even get to list it all that I have been through I just want this fixed. I have been out of work for days and no one has even offered me a loaner while they would fix my car so now I am over $400 short from missing days of work and the day I could finally make it ive been having to take taxis for my other job. which has been costing me a fortune if anyone can contact me back asap I appreciate it

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear [redacted],

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

2010 [redacted], VIN [redacted](the “Vehicle”) that she purchased on or about March 8, 2014 from the CarMax store located in Irvine, California. In this complaint, [redacted] is requesting assistance with the cost of repairs.

As stated in her complaint, [redacted] took her Vehicle to CarMax with concerns about her brakes. After inspection of the Vehicle, it was determined that the rotors were not bad but the brake pads and tires needed to be replaced. At that time it was explained to [redacted] that the needed repairs were due to normal wear and tear as [redacted] has driven about 8,000 miles since purchasing the Vehicle four months ago. In an effort to alleviate some of the cost of the repairs, CarMax offered to complete the repairs at cost which is equivalent to about ½ of the total cost to repair. [redacted] declined the offer and subsequently picked up her Vehicle.

CarMax regrets that [redacted] is not happy with the proposed resolution. CarMax appreciates the opportunity to respond to this complaint.

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

Sincerely,

Analyst, Executive Response Team

Consumer

Response:

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

I already had had to take my car elsewhere since Carmax was not willing to work with me or give me a rental car. I have my parts from the repair. I am also very very upset that Carmax have me false information again when they checked out my car. When I went to another professional they informed me that my "brand new tires" were actually fine but my roaders we're not. They were to far gone to even cut down for repair. So again another false statement from Carmax. I also wasn't informed that my back breaks were bad as well. I have all my documentation and parts from my repair. I now want a different settlement from Carmax. Please call me so I can know the next steps. Thank you.

Regards,

Review: First of all I would like to introduce myself, my name is [redacted] I am writing to you regarding issues that I have been expierencing with a automotive dealer in [redacted].The issues are false advertisement, faulty mechanical repairs in turn causing additional damage to my vehicle, safety issues resulting from the repairs and also i'm am being billed for equipment that is not standard option in my car.The dealership is Carmax located at [redacted] purchased a [redacted] with 56,000 miles in September 2012. I financed roughly $16,7000 in the which includes the extended warranty as well as GAP insurance. When I puchased the car I was provided with a written and signed gaurentee that the vehicle had ungone a 125 mile inspection and had been fully reconditioned. My decision for purchasing this vehicle was based entirely on the gaurentee and mileage.However I feel that the inpection was not completed on my car as within two weeks of my purchase I had to return to the Carmax service center for repairs to the cooling system, brakes and the electrical systems. In my 20 months of ownership my car has had major mechanical failures. I have had to repair the transmission, electrical system, powersteering system, brakes system, major engine repairs, suspension, ( control ams/bushings) struts/mounts, engine mounts.I had to take the car in this past March again for strut/mounts and was informed by [redacted] that the mounts were filled with grease.There has been over $9000,00 in repairs completed on my car in the past 20 months. I have been in contact with [redacted] the [redacted] of Carmax/ [redacted] as well as the customer relations dept at the Carmax Coorporate office however they seem to be unwilling to assist me in any way. Also when I was at the dealership in March I met with the service manager, I noticed on the equipment list for my car that power/memory seats is listed as the options. I do not have power seats I have manual seats in my car. I brought this to his attention, he did not respond to my question. The price of the premium seats for my car is $995.00. I have all of the repair invoices including the gaurentee in my possession. I am in hopes thI at you will be able to assist me with these issues, I am seeking a reasonable resolution. Thank you in advance.Respectfully,[redacted]Desired Settlement: I feel I should receive a refund for $3000.00 which is the cost of the last repair.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Thank you for forwarding the complaint received in your office from [redacted]egarding the [redacted](the “Vehicle”) that she purchased on or about

August 15, 2012 from the CarMax store located in [redacted]n this complaint, Miss [redacted] is requesting a refund of $3,000.00 for recent repairs that were completed.

As stated in her letter, Miss [redacted] purchased the MaxCare, Extended Service Plan, administered by [redacted]. Any repair needs that were brought to the attention of CarMax within the first 30 days were covered under the 30 Day Limited Warranty inclusive of some repairs outside of the 30 Day Limited Warranty performed for the customer at no charge . According to records obtained from TWG, the repair concerns that were addressed after the 30 Day Limited Warranty were covered under the terms of the MaxCare Plan. Miss [redacted] was responsible for the $300.00 deductible as outlined in the service plan contract. When questioned about the additional $3000.00 paid

Miss [redacted] stated that she elected to have other work performed to prevent future failures.

The Vehicle was incorrectly optioned as having memory seats at the time of purchase. However, as that particular option would not affect the cost of the Vehicle at CarMax, the Vehicle was priced correctly at the time of sale.

Carmax regrets that Miss [redacted] is not happy with the purchase of her Vehicle. CarMax also acknowledges that although Miss [redacted] has had to have several repairs completed, the MaxCare Extended Service Plan has been a benefit to her. CarMax appreciates the opportunity to respond however, CarMax is declining the settlement request as set forth in this complaint.

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

Sincerely,

Consumer

Response:

Good afternoon,

Review: In March 2014, I bought a car from CarMax. Before purchasing the car, they showed me a [redacted] with the [redacted] number of the car. The [redacted] they showed me was completely clean and had no issues on it. Although, they would not give me a copy of the [redacted] that they had. After purchasing the car for what seemed like it was slightly overpriced, I found out otherwise. I recently looked up the [redacted] for this same car with the same [redacted] number. The new [redacted] had many issues reported on it. It had recall issues reported from [redacted] that had not been taking care of. It also showed that CarMax had the vehicle registered as having only 59,482 miles on it when they sold it to me. When they sold it to me, it actually had 99,000 miles on it. I just find that upsetting how it seems like they showed me a fake[redacted], especially because they would not let me keep it. I just want this problem taken car of, because CarMax is a terrible company to do business with, and they overprice their vehicles.Desired Settlement: I would like for some compensation because I have had to deal with the stress of fixing their registration issues and not being able to trade in the car because they messed with the [redacted] information.

Business

Response:

Review: In September I went into CarMax to try to purchase a [redacted]. I had a [redacted] that I traded in. I was offered $15,000.00 for my [redacted]. I gave $1000.00 down payment. I was told I was qualified and I drove off that night with the [redacted]. Later on that week I was told that the bank did not pick up the loan after all. I went in to return the [redacted] but the manager [redacted] asked me if we could try to run it again to see if he could approve me through another bank. When he ran it again it did not get approved. I told him to just give me back my [redacted] and my down payment. He told me that they had already paid off my [redacted] and that he would see how I can get it back. In the mean time I was told to keep the [redacted] until they re instated my [redacted] loan. 2 weeks past and the [redacted] broke down on me. I called CarMax and they sent a tow truck to pick up the [redacted]. When I went in again I asked them that I just wanted my car and money back. They told me they had still not gotten paid for the [redacted] still and gave me a rental. On 11/28/14 I got pulled over for a traffic violation and since I was unable to provide registration to the officer the vehicle was in pounded. I tried to explain to the officer that the vehicle belonged to CAR MAX but when he ran the VIN on the vehicle it wasn't even registered to them. I am assuming that the name of whom it was registered to was the old owner and therefore the officer thought it was stolen. CAR MAX went to get the car out. However now they are saying that I am not getting back my [redacted] and that I need to pay the in pound fees plus the negative balance that was still due on my [redacted]. This whole processed has been a mess and took a lot of personal time away as well. All I want is my original Vehicle back and my down payment. As of yesterday CAR MAX told me that I was going to collections of I did not pay them. Please assist in this matter. Thank you.Desired Settlement: I would like my [redacted] back along with my Down payment.

Business

Response:

December 17, 2014

Review: On or about November 29th 2014 I spoke with a customer representative about a delinquency on my account due to unemployment. At that time I agreed to make a payment and bring my account up to date by January 31st 2015. The service representative told me this was fine and if at anytime between December 1st and January 31st I was able to make any partial payments that would be fine as well. The representative also told me since the account was past due, the collection calls would not stop but not to worry since I was going to bring my account up to date at the end of January. On January 22 at approximately 2 a.m. in the morning, and without any warning, a company hired by Carmax towed my vehicle from my driveway. I called Carmax to find out why they had taken my vehicle and was told repossession had tried to contact me. I explained that I wan never told of any possibility of repossession and that the representative said it was fine for me to bring my account up to date by the end of January 2015. As this is my family's only vehicle I was forced to not only bring my account up to date but to also pay hundreds of dollars in repossession fees. This is extremely unacceptable and if I was made aware at any time that repossession was an issue, I would have made additional partial payments to prevent such actions. I was blatantly lied to by Carmax about being able to bring my account up to date and never given any warning or indication of repossession. They're defense is that they tried to contact me but as I stated before, I was expecting more collection calls per the statement of the representative but not a call regarding repossession. I listened to all messages left to me by Carmax and none of them mentioned repossession. Carmax gave the excuse that they are not allowed to leave information like that in a message so I was basically given no warning.

I'm besides myself as this is my family's only vehicle and my children were devastated when they saw it gone. I acknowledge that I was behind in payments as I had become unemployed but I was always up front with Carmax about this and about when I could make payments. I called Carmax in every instance in order to work something out and prevent repossession. They worked with me on more than one occasion and I always honored my end by paying what I could to keep the account from going into repossession. This is why I can't understand why Carmax would deceive me into believing I was safe to pay by a specific time when in fact, they were planning to repossess my car.

I have since payed the past due balance (as I said I would) but have now incurred repossession fees and the embarrassment and inconvenience of having my vehicle repossessed. I am very unhappy and believe lying to customers is unethical and bad business. I will continue to honor my obligation with Carmax on my vehicle until it is paid off but after that you can be sure I will never be doing business with Carmax again and neither will anyone in my family.

With disappointment,

[redacted]Desired Settlement: I would appreciate a refund of the repossession fees incurred. There was no need for me to incur them in the first place as I had an agreed upon date for payment and honored it. At no time was I told a repossession might occur. I was lied to and am no happy about it.

Business

Response:

February 11

, 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]’s complaint with us and providing us the

opportunity to respond. Mr. [redacted] is upset

that we repossessed his vehicle without providing him with notice of our

intention to do so. Upon receipt of this

complaint, we reviewed our records to understand the circumstances leading to

our recovery of Mr. [redacted]’s vehicle.

Based on our findings, it is our position that Mr. [redacted]’s complaint

lacks merit. The relevant facts leading

to our recovery of Mr. [redacted]’s vehicle are as follows:

§ On

November 14, 2014 a pre-repossession notice was mailed to Mr. [redacted]. At this time, Mr. [redacted]’s account was 45

days past the payment due date. A copy

of the notice as well as its delivery confirmation notice in enclosed.

§ On

November 26, 2014 Mr. [redacted] called and made a partial payment. Mr. [redacted] indicated during this telephone

call that he was currently unemployed; however, he planned on resolving the

delinquency on his account by January 1, 2015.

Mr. [redacted] was advised that collection efforts would continue until his

past due balance is paid in full.

§ On

January 22, 2015, Mr. [redacted]’s vehicle was repossessed. At this time, Mr. [redacted]’s account was 86 days

past the payment due date. Our records

reflect that Mr. [redacted]’s November 26th payment was the last

payment we received before the vehicle was repossessed.

These facts contradict Mr. [redacted]’s claim

that he did not receive notification of our intention to repossess his

vehicle. Accordingly, we cannot provide

Mr. [redacted] with the relief that he seeks.

Again, we thank you for bringing this matter

to our attention and affording us the opportunity to provide this explanation. If you have any questions or concerns, please

feel free to contact me at 770-792-4750, extension 8504. Thank you.

Sincerely,

Legal Assistant

CarMax Auto Finance

Enclosure(s)

CC: [redacted]

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.

My complaint is still valid and Carmax's response further proves my claim as they show proof that a pre-possession letter was received on November 25th. This caused me to take action right away which is proved by my phone call and partial payment the very next day after receiving the letter. After making my partial payment, I had arranged to pay the remaining balance by the end of January (a promise I clearly kept). I was told this arrangement would prevent any repossession. I was clearly lied to as Carmax decided to break our arrangement and repossess the car a mere 4 days before payment in full was agreed to be made. My complaint is that at no time AFTER my agreement with CarMax did they notify me of the possibility of repossession. After the Novemeber letter, an arrangement was made between myself and CarMax and I was assured that arrangement would prevent repossession. If at anytime I knew the car was in danger of repossession I would have paid the amount owed sooner. Carmax is correct in that I became unemployed and was trying to balance and prioritize which bills needed to be paid and at what times. I appropriated my funds towards other bills with the understanding that is was okay for me to come current with Carmax by the end of January. Had I know they were going to repossess my vehicle, I would have payed Carmax first and worked out an arrangement with my other creditors.

Review: I financed a car in September 2014 and in the first I had to take the car back for repair. The problem is they never fixed it correctly because I am still having the same problem. Carmax just keep putting bandaids on my repairs. I have left the car four times for it to be fixed and Im still dealing with it. When I press on my brakes the car makes a knocking noise which is the same noise that it has made before. My car also makes a ticking noise that it has been making since I got the car and they made excuses for it. I am scared for me and my kids safety in this car because they dont fix it properly. I have paperwork to back everything Im writing up so Im begging that I will get help. They want me to pay for repairs now that they never fixed the first four times.Location: sanford floridaMake: [redacted]Model: [redacted]Owner/Co-Ownder? NoDesired Settlement: Repair the car and correctly. I shouldnt be ccharged what was done incorrectly.

Business

Response:

April 3, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MISS [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Miss [redacted] regarding the [redacted], [redacted],

(the “Vehicle”) that was purchased on or about September 21, 2014 from the

CarMax store located in Sanford, Florida (“CarMax”). Miss [redacted] did purchase the MaxCare

Extended Service Plan (“MaxCare”) good for a period of 60 months or 150,000

miles, whichever occurs first, with a $50.00 deductible. In this complaint Miss [redacted] is requesting

that the Vehicle be repaired correctly at no charge.

According to our records, CarMax installed a hub bearing on

the Vehicle on or about September 24, 2014.

CarMax then machined the front rotors on or about September 27, 2014. On or about October 2, 2014 CarMax replaced

the right front strut, aligned the Vehicle, and applied grease to contact

points on rear brake shoes. Each of

these services were completed under the Limited 30-Day Warranty at no cost to

Miss [redacted]. On or about October 9,

2014 Miss [redacted] noted concerns with a ticking sound in the engine

compartment and a knocking or tapping sound when braking. CarMax did not diagnose any abnormal noises

and no repairs were needed. There was no

charge for the service visit. On or

about December 9, 2014 Miss [redacted] came to CarMax with concerns of a rattle,

ticking sound in the engine, knocking sound when braking, surging at idle, and a

squeak in the engine when the air conditioning system is turned on. CarMax replaced the retainer ring on the right

front wheel, lubed the front brake pads and calipers, machined the rear brake

drums, and cleaned and lubed rear brakes shoes and backing plates. CarMax was unable to diagnose any problems

with the Vehicle when idling. CarMax completed these repairs on or about December

10, 2015 at no cost to Miss [redacted]. In

addition, CarMax paid for a rental vehicle for one day.

CarMax is declining the settlement request as set forth in

the complaint; however, CarMax does offer a 6 month/6,000 mile warranty on any

work that is done. CarMax welcomes Miss

[redacted] to schedule a service appointment to have her current concerns

diagnosed. If the mechanical concerns

are found to be related to previous concerns, then CarMax will waive the

diagnostic fee for the visit. If Miss

[redacted]’s concerns are found not to be related to previous concerns, the diagnostic

and repair costs will be her responsibility if not covered under MaxCare.

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:

I have been bringing my car to Carmax for them to repair my car ever since the first week I got the car. Its been the same car problems over and and over and over that they seem to not be able to fix it. Yes, they paid for a rental and I was out out pocket twenty dollars a day. It's the same issue the car has been ticking/rattling since I got the car and it gets worse when I drives slow when I turn the a/c on and louder. They need to fix it correctly period and sense they want to say they fixed one hundred things but did they fix them correctly "no". Its the same reoccurring problems I just can't with these companies who don't provide me with in their words certified products (car). No late payments and Im riding in a car that Carmax can't fix. They do not drive the car day in and day out I do so I hear the noise constantly. Fix the car correctly.

Review: I came into the CarMax location in Gilbert, AZ to purchase a vehicle. I fully disclosed that I am a contract employee of the State of Arizona and just recently accepted this position within the last 3 months, I advised the salesman [redacted] exactly how much money I had to put down and that I did not have any co-signer. After repeatedly being asked to go out and find a co-signer from a "President's Club" salesman and repeatedly advising him that I did not have a co-signer, I was asked for additional money as a down payment and advised that I was approved for financing. I borrowed money to come up with the down payment, provided the requested paperwork, even had the vehicle insured prior to my arrival. Upon my arrival I was told that my contract position that the salesman was aware of was not acceptable for financing due to the amount of time and I would need to have twice the time at the job prior to approved financing and was again asked to locate a co-signer as I was told I would need before. I had also explained to the salesman that I had just had my previous vehicle totaled and that my rental for that vehicle was running out, he allowed me to believe that I would be purchasing a vehicle that it was essentially impossible for me to purchase regardless of the fact that I have consistent work history for more than the last 2 years only to allow me to no longer have any method of transportation or any options on site.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: The very least I would expect is a written apology, I would also like the dealership to make good on their original offer. I am still willing to pay the requested amount for down payment and financing. If the dealership is unwilling to fulfill the offer that was made to me I understand, however I will not purchase a vehicle from the dealership ever, in addition neither will my family, nor friends, etc. My family has had positive experiences with CarMax previously however we are more than willing to never purchase another vehicle from them again after this experience. This was an experience that felt akin to being sold a false bill of goods, I was verbally guaranteed that I had financing as long as I provided the paperwork that showed that what I declared about myself was accurate, I did provide that paperwork and then was told that I in fact did not have guaranteed financing.

Business

Response:

April 23, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted]Complaint ID [redacted]Dear Ms. [redacted]:I am writing you in response to your letter dated April 7, 2015, wherein you forwarded a complaint from Mr. Gustavo Berio. Mr. [redacted] requested in the desired settlement for CarMax to provide him a letter of apology and also allow him the ability to purchase a vehicle from CarMax under the same terms as previously provided to him by telephone.Mr. [redacted] completed a finance application with the CarMax store located in Gilbert, Arizona (“CarMax”) over the telephone on or about April 2, 2015. CarMax submitted the information provided to their financial institutions and was able to extend Mr. [redacted] several financing offers.Mr. [redacted] visited CarMax on or about April 6, 2015 to test drive several vehicles. During this visit, Mr. [redacted] also provided CarMax his personal information and proof of employment. CarMax reviewed the documents provided and identified that Mr. [redacted] did not meet the lenders’ specification of having been with his current employer for at least six months. Therefore, CarMax is unable to honor the request as set forth in the complaint, but apologizes for any inconvenience Mr. [redacted] may have experienced.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team