CarMax , Inc.

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

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

Business

Response:

Via Electronic Mail

Review: I purchased my [redacted] in February 2012 from Carmax [redacted] with 48,000 miles on it and left the lot with a problematic/ lemon car. During the first year I financed my car it had documented problems with the original key (key given from Carmax) getting stuck in the ignition when starting up and causing a terrible noise with the engine. I took it to the [redacted] location where they replaced my car key however the problem still occurred after the key was replaced and the problem was not resolved (videos and documentation of this occurring can be provided). Carmax could not figure out the problem with the car and did nothing to further fix the problem. This year, July 2014, the transmission on this [redacted] went out with 89,000 miles on it. With only having this car for barely four years I believe I was sold a lemon car from Carmax and had to pay out of pocket expenses ($1,884 used transmission) for a repair that should not have occurred with a 2010 Toyota Corolla (statements can be provided from auto mechanic). The [redacted] warranty only goes to three years (which I have not hit yet) or 60,000 miles and would not cover the repair. Also carmax warranty was only 30 days and therefor cannot cover the repair. Because I was sold a lemon car, a car with problems occurring immediately off the lot and then a large expense repair that is not normal for a Toyota car with 89,000 miles/ only owned for two years, I would like something to be done.Desired Settlement: I would like a replacement car or my money back (time lost from taking off work to deal with repairs and money spent fixing the car as well as money back from payments made on a lemon car).

Business

Response:

September 16, 2014

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

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 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: 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: 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: Carmax misled me about car repairs that were done when I first purchased my car because it broke down the very same day I drove the car off the lot. Carmax told me it was simply a starter issue. They did not tell me they installed an intake manifold gasket which is part of the engine.I have proof that they tried to cover up the actual work that was done. I spoke with the service manager at the carmax and asked him if the only problem I had with my car was the starter (which is what the service paper said) then why was the intake manifold gasket installed? Why was the engine even touched because you dont have to touch the engine to install a starter and he couldn't give me an answer.Furthermore, carmax did unauthorized work that I never signed for them to do.(installing intake manifold gasket I have proof of everything). Carmax did not tell me about engine being worked on because I was still able to walk away from car with no strings attached with full refund. 2 years later only 30,000 miles later my car completely breaks down with having regular oil changes ,I just had my car serviced to have an oil change 2 months before my car broke down completely.So now I have been without a car for 3 months .I've been paying for a warranty on car and they told me I'm expected to pay for a engine strip down which costs $1,100 which is a service they need to be done.Even though the engine is a part that should be covered.I would like a total refund because if carmax had told me there was serious work done to my engine I would have walked awayfrom the sale. I need a reliable car.But that option was not even given to me .Because I'm without a car I've been put at risk of loosing my job and have been extremely stressed.I am a single mom with a 5 month old I need a reliable car.I would like a full refund and compensation for being inconvenienced.Location: Ellicott City Make: Honda accord 2006Model: dxOwner/Co-Ownder? YesDesired Settlement: I would like a full refund of $9,000 or carmax completely fixing my car free of charge as soon as possible.

Business

Response:

August 21, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

[redacted] (“the Vehicle”)

Dear Mrs. [redacted],

Thank

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

her purchase of the Vehicle from CarMax of Ellicott City, MD (“CarMax”) on April

28th, 2013.

CarMax has not serviced

the Vehicle since approximately June of 2013 for a remote key concern. Prior to

this visit, CarMax replaced the starter assembly of the Vehicle on April 30th,

2013 under Ms. [redacted] limited 30-Day Warranty. This repair included a

removal and replacement of the intake manifold gasket which Ms. Carroll

mentioned in her complaint.

CarMax has not seen the

Vehicle in over two years, and, as a result, cannot make a determination of the

cause for any engine failure. CarMax welcomes the opportunity to inspect and

repair the Vehicle at her expense.

In the event Ms. [redacted] would

like to sell the Vehicle to CarMax, she is welcomed to have it appraised. CarMax

will not provide Ms. [redacted] with the resolution she seeks as the 5-day

timeframe CarMax offers for returning the Vehicle has passed.

Thank

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

Sincerely,

Analyst, CarMax Customer Relations

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: 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 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: 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: 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 Sunday, 5/10, car was inspected on the lot and was agreed upon for purchase for $53K. While waiting in the sales cubicle for purchase. Two checks were made for purchase of vehicle. Sales supervisor (Jaime) verified funds from checking account for purchase. One check was questioned due to it being a company check. Was asked to verify if there was sole ownership of company. At the time, gave website & access to LLC account to show supervisor saw that there was sole ownership of the company, but did not approve the purchase asking for physical evidence of the articles of the LLC.

Had to return home & retrieve articles, when returned, found out from the sales rep that the vehicle was damaged on the back passenger door and deep scratches over the wheel well. Was told that this car had to be repaired & repainted & would take up to two weeks. Asked to speak with GM. GM was not present. Asked to speak to manager on duty (MOD). MOD did not come out & 'told' sales rep that he was reviewing video & stated there was no discounted regarding the damage.

On Tuesday, 5/12, called GM ([redacted]) & spoke to him about incident. He stated that he would call back because he needed to investigate & did not. Called & left him a message on 5/15 & did not. On 5/20, called Corporate & spoke to [redacted] & explained incident. Explained the same vehicle has been spotted back on the sales lot & priced for the same price according to the website. He said he would call back & has not.

I'm disappointed in the lack of customer communication and poor customer service. I'm disappointed in asking for an explanation of incident & have been disregarded. Very disappointed that the company would place a car back on the sales lot that was known by myself & the company to be damaged and would be eventually resold to another person possibly without them knowing that it has been damaged. Perception of company is they are not being honest about products sold.[redacted]

[redacted]Desired Settlement: A letter and a phone call of explanation from someone that can actually help (the manager above those involved in my experience) that can explain to me about the services received from the dealership and the lack of explanation from all of those contacted by the customer. In addition, I want get some kind of reassurance that products sold are fully explained of damage/accident history of vehicles sold. My confidence for company has been destroyed because my experiences with CarMax. Employees in contact were unprofessional and unresponsive. There is a perception that they have something to hide.

Business

Response:

June 15, 2015 [redacted] 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: Mrs. [redacted]

[redacted]I am writing you in response to your letter dated May 29, 2015, wherein you forwarded a complaint from [redacted]. [redacted] requested a phone call or letter of explanation to discuss her recent experience at the CarMax store located in [redacted]“CarMax”). According to CarMax’s records, CarMax has been in communication with Mrs. [redacted] as of June 12, 2015 to address her concerns. 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,

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 feel like CarMax as a whole is misleading the customer. My wife sold our [redacted] to the CarMax in Albuquerque, NM on 02/06/16, paid off the negative equity to them & she was told that the paperwork provided was proof of the sale & we would no longer be legally responsible for the vehicle. When she spoke to our credit union today 02/08/16, she notified them that the vehicle was sold & told them she had the paperwork with proof of the sale. She asked for a letter to be emailed to her from the credit union stating that we are no longer responsible for the car loan; she also asked to stop the auto payments for the car loan. The CU stoped the auto pay but strongly warned her that despite what the paperwork from CarMax said, that we are still legally responsible for the car & loan on the car until it was paid in full & due to the fact that we are still responsible for the loan they would not send us a letter stating that we weren't respinsible. If I knew that CarMax operated in such an unprofessional [redacted]er & used their advertisements on t.v. to trick people into thinking they'll buy your car & you'll walk out of their business a happy customer w/cash in hand; or as I assumed they would pay off the entire loan before taking your car from you & money for negative equity like a con-artist thief; well let's just say if I knew all of that, I would NEVER had sold my car to them. What they are doing I seems unethical & they, like any one else selling a vehicle, would expect & require payment first from the one purchasing the vehicle before they could take legal possession of it. I have purchased, traded in, & sold vehicles before & NEVER once had any dealership not payoff immediately, the loan tied to the vehicle! That was until I was mislead by CarMax!Location: Albuquerque, NMMake: [redacted] Model: ** 2012Owner/Co-Ownder? YesDesired Settlement: 1) If Caramx doesn't have the technology to pay off a vehicle loan immediately, but some how, according to their advertisement can pay people cash for their cars that same day they sell it, then they are misleading the public & need to change their advertisement.

2) I feel I was mislead & due to the fact that the CU insists we are legally responsible for the car & loan because it hasn't been paid off, I feel that CarMax needs to cancel their so called sale of the vehicle & return it to us immediately! I do not want to be responsible for a vehicle that is sitting the on a car lot of such a misleading & untrustworthy business.

Business

Response:

February 24, 2016

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: 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: 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,