CarMax , Inc.

September 23,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Complaint ID: ***
Dear Ms***:
Thank you for forwarding the complaint from Mr*** dated September
11, regarding his interest in his wife purchasing a vehicle from the
CarMax store located in Cincinnati, Ohio (“CarMax”)
CarMax maintains the right to determine with whom we will conduct
business and has elected to not do business with Mr***. CarMax’s records indicate a member of the
Customer Relations team spoke with Mr*** on or about September 11,
to share that this decision does not include his wife, and that she would
be able to purchase a vehicle from CarMax without his involvement. CarMax’s records also indicate that Mr
***’s wife proceeded to purchase a vehicle from CarMax’s *** *** location on or about September 12,
CarMax appreciates the opportunity to respond to this complaint
Please contact me at *** extension *** with any questions you may have
Sincerely,
*** ***
Analyst, Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My car I feel was a quick sell to them they did not do the proper point inspection or a proper smogAlso my car still has problems with the transmission and when I bought the car hoping to get a liter engine which was advertised on the website and on the contract it turns out to be a liter engine so how could they have did a proper point inspection when they can't even get the engine right
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***

May 21,
Via Electronic Mail
*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, suite
Richmond, Virginia
Re: *** ***
Dear *** ***:
I am writing in response to your letter which forwarded the complaint of *** ***
On June 23, *** *** sold to CarMax a *** *** **, *** (the “Vehicle”) to CarMax in Roseville, California. In her desired settlement *** *** requested a check for $*** which she paid to a collection agency for towing and storage of a vehicle that was no longer hers.
After *** *** sold her vehicle to CarMax the vehicle was towed and stored. The collections company aggressively pursued *** *** even after CarMax mailed a Vehicle Purchase Agreement that *** *** submitted to the collections company. With threats to report this to the credit bureau, *** *** paid the collection company $***
CarMax has agreed to reimburse *** *** $***. A check will be mailed directly to *** ***
If you have any questions, please contact me at *** ***, extension ***. Thank you for providing CarMax with an opportunity to respond
Sincerely,
*** *** **Analyst Customer Relations

September 24th,
*** ***
*** ***
Revdex.com
*** *** *** ***
*** *** ***
*** *** *** ***
*** *** *** *** *** (the “Vehicle”)
Dear *** ***
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle he purchased on or about February 10th, and is having serviced at the CarMax in *** *** (“CarMax”). In his complaint, *** *** cites on-going repair concerns with the Vehicle and is requesting that CarMax allow him to return it, refund him his down payment and all monies paid to his finance company, and reimburse him for the aftermarket parts he chose to install on the Vehicle after he purchased it
Research indicates that CarMax has offered to purchase the Vehicle back from *** *** through the appraisal process. This offer includes paying off his current loan and results in positive equity in the amount of $2500.00. In addition, CarMax has offered to reimburse *** *** for all of the aftermarket parts he chose to install on the Vehicle pending receipt of verifiable invoices. This offer is still valid and *** *** is invited to contact the Management Team at CarMax (***) if he chooses to accept the offer
Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
*** ***

I purchased a *** *** from CarMax's Garland, TX location in January The vehicle was a second vehicle so I wasn't driving it much However, my primary vehicle was in use and I needed to use the Rover more frequently Immediately, I started having issues First, needed new tires (which I know is not covered) Then a computer update and service Again, not covered Then the entire electrical system when out in the vehicle I live in Texas and it was degrees with no A/C and unable to roll down windows CarMax kept the vehicle for almost three weeks trying to identify the problem When I expressed that I did not feel comfortable driving (whenever it got fixed) driving a vehicle with severe electrical issues, I was told that there was nothing to do but resell it back to CarMax, at a loss, and get something else from their lot This is the most horrible customer service from the corporate office and the local store I will say that the staff (following the company line) were very friendly as they continued to tell me "no" politely Go anywhere else for your auto needs

October 30,
class="MsoNormal">*** *** *** ***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE: *** *** ***
*** *** *** *** *** (the “Vehicle”)
Dear *** ***
Thank you for forwarding the complaint received by your office from *** *** regarding the Vehicle purchased from the CarMax of *** *** ** (“CarMax”) on September 14th, In her complaint, *** *** shared concerns with the loan associated with the Vehicle and the current status of the account after the return of the Vehicle
CarMax was aware of the return of the Vehicle processed on October 1st, In the time elapsed between the sale and return, the customer’s financing account through CarMax Auto Finance had been initiatedA welcome letter was generated and sent to the customer on September 24th, 2014, prior to the full return of her vehicle
CarMax would like to assure *** *** that her account is currently closed and no payment is due or owed. CarMax Auto Finance has advised that they are reviewing their procedures to determine how they can improve communication between the store and the financing division
Additionally, *** *** listed concerns regarding paperwork and communication related to her return of the Vehicle and refund of her down paymentCarMax records indicate that the refund of her down payment was completed as of October 5th,
Thank you kindly for providing CarMax an opportunity to respond to this situation
Sincerely,
*** ***
*** ***

September 2,
VIA ELECTRONIC MAIL
*** *** *** ***
Revdex.com Serving Central Virginia, Inc.
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID ***
*** *** ***
***
Dear *** ***:
I am in receipt of the complaint filed by *** *** *** *** on August 10, regarding a *** *** *** (the “Vehicle”), *** *** that was purchased at the CarMax store located in *** *** *** (“CarMax”), on or about August 9, *** *** requested in his desired settlement that CarMax reimburse him $for previous maintenance performed on the Vehicle, provide free maintenance for a negotiable period of time at the location of his choice, and an extension on the 5-day money back guarantee.
*** *** mentioned in the complaint that there was a distinct vibration in the steering wheel and a hard pulling to the right when traveling at approximately 55-mph *** *** took the Vehicle to *** *** * *** *** to have these concerns addressed According to the complaint, *** *** * *** *** performed a diagnostic test on the Vehicle and discovered that all four tires needed to be replaced and aligned *** *** authorized Merchant’s Tire & Auto Centers to complete the needed repairs
CarMax provides a Limited 30-Day Warranty on all used vehicles Any repairs during the first days would need to be authorized by CarMax if the repairs are being performed by a third party facility CarMax appreciates the opportunity to respond to this complaint However, CarMax is declining *** ***’s request to extend the 5-day money back guarantee and also his request for free maintenance for a negotiable period of time
On or about August 14, CarMax mailed a reimbursement in the amount of $157.02, check #*** for *** ***’s previous visit at *** *** * *** *** as a gesture of goodwill CarMax has been in contact with *** *** and has scheduled a service appointment on September 1, to address any additional concerns.
Please contact me at *** *** extension *** with any questions you may have
Sincerely,
*** ***
*** *** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***
Dear ** ***,
The issue hasn’t been resolved with CarMaxThey are
claiming the problem with my vehicle started after the day warrantyAs you
can see from the Service Department for *** ***, I complained over small
bumps on 6/20/three weeks after I bought the vehicleThe vehicle was still
under warranty and I am still asking for a refund on the car rental for $
plus $which I paid on my *** *** for vehicle protection on the rental
vehiclePlease advise me on what I need to do nextThank you
*** ***

January 14,
*** ***,
Operations
Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Complaint ID: ***
*** *** *** (the “Vehicle”),
VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated December 29, regarding
the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”)
on or about March 20,
In his complaint Mr*** states concerns regarding rotors and
brake pads on the Vehicle and requests that CarMax refund him $for
repairs to address those concerns
CarMax’s records indicate that Mr*** contacted Customer
Relations regarding his concerns on or about September 23, 2014, approximately
six months after purchasing the VehicleCarMax’s records indicate that the
service department spoke with Mr*** regarding setting us an appointment
The service department also explained that Mr*** would be responsible for
those repairs, due to the duration of time since the date of purchaseRecords
also state that Mr*** contacted Customer Relations on or about December 16,
2015, again requesting reimbursement for the rotors and brake padsCustomer
Relations records indicate that Mr*** was advised that CarMax would not be
participating in a refund
Mr*** is encouraged to communicate with CarMax directly regarding
any new concerns or questions he would like addressed
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800)519-1511, extension ***,
with any questions you may have
Sincerely,
Kristina S***
Analyst, Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10343647, 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.] I purchased *** *** from Carmax on November 22, 2014.At the time of purchase, The paperwork was signed and the loan was accepted by *** ***The vehicle was taken to Carmax on December 2, for serviceUpon completion, they requested additional funds for the purchaseI was displeased/ distressed/disturbed/offended/disappointed by Carmax actionI didn't adhere to the demand and left with my vehicleBase upon the above, it would appear that *** *** cut Carmax a check when they accepted the loanI think Carmax approach is deceitful
Regards,*** ***

March 21,
*** ***,
Operations
Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Mr*** ***
Complaint ID: ***
2-*** *** (the “Vehicle”), VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated March 6, regarding
the Vehicle purchased from the CarMax store located in Houston, Texas (“CarMax”)
on or about January 18,
In his complaint, Mr*** describes concerns with the cosmetic
quality of paint with the fenders and hood of the Vehicle, and requests that
CarMax pay an estimated $1,for him to have the front end of the Vehicle repainted
at a body shop of his choice
CarMax’s records indicate that Mr*** was in communication
with both the Senior Management Team at the store, as well as a Customer
Relations Analyst, regarding his concerns starting on or about February 10,
During this period, notes state that the Vehicle was inspected and the
paint was verified as exceeding CarMax’s standardsCustomer Relations records
indicate that Mr*** was presented with the option to return the Vehicle
outside of CarMax’s 5-Day Money-Back Guarantee on or about February 29, Starting
on this date, Mr*** was given one week to return the Vehicle if he wished
to do so
CarMax did not receive confirmation from Mr*** that he would
like to return the Vehicle within his offered extension period, and as such, will
not be participating in another return offer at this pointAs the Vehicle was
noted as exceeding cosmetic standards after multiple inspections, CarMax will
not be participating in covering the expenses for repainting the front-end of
the Vehicle, as requested by MrHunterShould Mr*** have any additional
concerns he would like to discuss regarding the Vehicle, he is encouraged to
contact the location by calling 281-970-
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800)519-1511, extension ***,
with any questions you may have
Sincerely,
Kristina S***
Analyst, Executive Response Team

September 15,
*** *** ***
***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** *** ***
*** *** *** *** *** (“the Vehicle”)
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Ms*** regarding
her purchase of the Vehicle from CarMax of Newark, DE (“CarMax”) on September 6th,
Ms*** notified CarMax that the Vehicle had broken down on August 24th,
In an effort of customer service, CarMax extended the use of a loaner
vehicle to Ms*** while the Vehicle was being repaired by a local Dodge
dealership for further diagnosis and repair under the manufacturer’s warranty
Ms*** kept this loaner vehicle for the time the Vehicle was being
repaired
These
repairs were completed and the loaner vehicle was returned to CarMax as of
September 15th,
In
the event Ms*** has any further questions, she may reach me directly at ***, ext***
Sincerely,
*** ***
*** *** *** ***

*** ***
Revdex.com
*** *** *** *** *** ***
Richmond, Va.
Re: *** ***
Dear *** ***,
Thank you for forwarding the complaint received in your office from *** *** *** regarding the refund from the cancellation of the MaxCare, Extended Service PlanIn this complaint, *** *** is requesting the refund and an explanation as to why his refund was delayed
As stated in his letter, *** *** requested the cancellation of his Extended Service Plan on or about January 22, The process time for a customer to receive a refund is between 7-business days. *** *** contacted the store in *** *** on or about February 7, stating that she had not received the refund and was concerned that the check was being mailed to her physical address. *** *** stated that she wanted the check to be sent to her P.OBox. *** *** went to the store on or about February 10, stating that he did not want to wait any longer to receive his check. At that time, it was agreed that the store would overnight the check to *** *** physical address.
CarMax regrets any inconvenience that this may have caused *** *** due to the lapse in time of processing the refund. The refund check was processed and sent via Federal Express on or about February 12,
CarMax appreciates the opportunity to respond to this complaint. Please call me at
*** ***, extension ***, if you have any questions
Sincerely,
*** ***
*** *** *** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,*** *** On Saturday is when the credit check was ran at the Carmax office, of which we did decline their offers, as the APR's where to highWe also told our sales consultant *** that we are still interested in the vehicle and would like to go to our own bank on Monday (the next day they where open) and see what they offer us, at which point she printed us out a bill of saleBUT ALL OF THIS IS IRRELEVANT, because on that Monday, *** CALLED US, STATING THAT THE CAR IN FACT WAS STILL AVAILABLEAt which point we told her we are at the bank and have been approved for the loanSHE THEN DISCUSSED WITH HER MANAGER AND OUR LOAN OFFICER THE DISBURSEMENT OF THE FUNDS, IN WHICH THEY REACHED AN AGREEMENTAfter the check had been printed and signed is when we received a call stating the car has a transfer request on it. AFTER THEY CALLED US STATING THE CAR IS IN FACT AVAILABLE, US STATING WE HAVE BEEN APPROVED FOR THE LOAN, DISCUSSING DISBURSEMENT OF THE FUNDS, AND HAVING THE CHECK PRINTEDIs when they told us the car has received a transfer requestAll of this was maybe within a 1-hour period

June 8th,
*** *** *** ***
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
(VIN: *** the
“Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Ms*** regarding her purchase of
the Vehicle from CarMax of *** ** (“CarMax”) on May 7th, In
her complaint, Ms*** expresses dissatisfaction with the Vehicle as a result
of cosmetic concerns after purchaseMs*** requested that CarMax honor
the original contract terms on her purchase in providing her with a replacement
vehicle
CarMax
was aware of Ms***’s concerns prior to receiving this complaintMs
*** brought the Vehicle to CarMax with service concerns on the Vehicle on
approximately May 20th, These concerns were addressed within
CarMax’s Limited 30-Day Warranty periodAfter repairs were completed, Ms
*** voiced dissatisfaction with the quality of repair CarMax performedAs
a result, in the interest of customer service, CarMax provided Ms*** the
option to return the Vehicle and find a replacement vehicle to better meet Ms
***’s expectations
CarMax
is unable to honor Ms***’s request as the terms of the contract would be
at the discretion of the finance company funding Ms***’s loanThis was
communicated with Ms*** several times during her visits to CarMaxMs
*** elected to return the Vehicle and received her down-payment refunded
from the original transaction
In
the event that Ms*** would like to purchase a vehicle from CarMax, or if
she has any questions regarding this matter, she is more than welcome to
contact me at ***, ext***
Thank you for providing
CarMax the opportunity to respond to this matter
Sincerely,
Curt
D***

January 24,
class="MsoNormal">
VIA ELECTRONIC MAIL
*** ***, Operations Supervisor
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID ***
*** *** ***
Dear *** ***:
I am in receipt of the complaint filed by *** *** *** on January 7, regarding a *** *** *** (the “Vehicle”), VIN ***, that was purchased at the CarMax store located in Glen Allen, Virginia (“CarMax”), on or about October 1, 2013. *** *** requested in her desired settlement to be placed in a vehicle that is equivalent to the purchase price of the Vehicle she purchased
*** *** mentioned in her complaint that her Vehicle is pulling to the left and right and that she is experiencing a loose rattling noise.
*** *** brought the Vehicle to the CarMax in Glen Allen, Virginia to address the pulling concern on or about October 8, 2013. CarMax performed an alignment and balanced all four tires. The repairs were covered under her CarMax day Limited Warranty
*** *** returned to CarMax on or about October 23, to have a vibration concern addressed. CarMax preformed a diagnosis and found that one of the wheels was causing the vibration and the tires would not balance. CarMax replaced all four tires and performed an alignment. All repairs were covered under CarMax’s day Limited Warranty
*** *** brought the Vehicle in for an abnoise when turning at slow speeds on or about December 5, 2013. CarMax performed diagnosis and found that the front strut mounts and bearings were failing. CarMax replaced the front strut mounts and bearings. All repairs were covered by *** *** Extended Service Provider, *** *** ***. CarMax consumerized *** *** deductible for the repairs *** ***, Operations Manager, drove the Vehicle with *** *** and *** *** agreed the Vehicle was not pulling or making an abnoise
*** *** went on an extended test drive with the Operations Manager of the CarMax located in Glen Allen, Virginia on or about December 30, 2013. Again, CarMax was unable to duplicate *** *** concerns. During this visit CarMax offered *** *** to take her Vehicle to the dealer of her choice and CarMax would reimburse up to $in diagnostic charges. CarMax also offered to repurchase her Vehicle for original price of $15,
*** *** returned to CarMax on or about January 8, 2014. During this visit CarMax ran credit applications on a *** *** *** that *** *** had expressed interest in. She was provided multiple offers that were received from the finance companies. *** *** declined all offers received.
CarMax appreciates the opportunity to respond to this complaint. CarMax would like to extend the appraisal offer of $15,to *** ***. However, *** *** would need to provide the negative equity in the form of certified funds at the time she sells the Vehicle to CarMax If *** *** decides to keep the Vehicle CarMax will still honor the reimbursement up to $for her to take her vehicle to a third party facility for diagnosis and have work completed under the terms of her ***, Extended Service Plan. CarMax believes *** *** concerns have been fully addressed at this time and is declining any additional settlement
Please contact me at *** *** extension *** with any questions you may have
Sincerely,
*** ***
Analyst, Customer Relations

Calibri;"> May 6,
Via Electronic Mail
*** ***
Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
I am writing in response to your letter which forwarded the complaint of *** *** ***
On February 14, *** *** purchased a *** *** *** ***, VIN *** (the “Vehicle”) from CarMax in Colorado Springs, Colorado. In her desired settlement *** *** stated she would like to be reimbursed for the power steering hose repair and rental car for a total of $*** and also the oil change of $***
The vehicle was taken to a dealer for a disconnected power steering pump hose to be repaired. The change oil light came on and *** *** had the oil changed.
CarMax is refunding the power steering hose repair and rental of $*** and the oil change of $***. CarMax considers the issue to be resolved
If you have any questions, please contact me at *** ***, extension ***. Thank you for providing CarMax with an opportunity to respond
Sincerely,
*** ***
SrAnalyst Customer Relations

February 19th,
*** ***, Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** *** (VIN:
*** the “Vehicle”)
*** ***
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Mr*** regarding his purchase of the
Vehicle from CarMax of Hillside, IL (“CarMax”) on April 4th, In
his complaint, Mr*** requested full inspection and repair of a muffler concern
on the Vehicle
CarMax completed a 125-point
inspection prior to the sale of the VehicleCarMax was unaware of any concerns
from Mr*** prior to receiving this complaintA review of CarMax records
indicates no repair history for the Vehicle
CarMax management attempted to reach
Mr*** on February 9th, 2016, and February 11th,
2016, and received no responseCarMax also attempted to contact Kwik-Stop, the
facility Mr*** states completed a diagnosis on the VehicleKwik-Stop
advised CarMax that a full length pipe assembly was deemed necessary to repair
the muffler
CarMax
would be happy to discuss Mr***’s concerns further and determine any
available assistanceIf Mr*** has further questions, he may contact me at
1-800-519-1511, ext***
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

November 1, *** ***, Operations ***
Moorefield Park Drive, Suite
class="MsoNormal">Richmond, VA 23226RE: *** ***
*** *** ***, VIN: *** (“the Vehicle”)
Dear Mrs***,
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle purchased from CarMax of Virginia Beach, VA on September 2, In the complaint, Ms*** states that she brought the Vehicle to her mechanic after a number of service lights illuminated Ms*** states that her mechanic completed repairs, but additional indicator lights have since presented themselves Because of this, Ms*** requests that CarMax buy the Vehicle backOn or around October 15, 2016, Ms*** also reached out to the CarMax Customer Relations Team and shared the same information she presents in her complaint letter Members of the CarMax Customer Relations Team and Virginia Beach store management have been in contact with Ms*** about her concerns In summary, CarMax records indicate that the Vehicle was brought into the Virginia Beach location service center on or around October 25, in order to diagnose and complete needed repairs These repairs are being complete at no cost to Ms*** Virginia Beach service team is staying in consistent communication with Ms*** about the status of the repairs However, because the Vehicle is outside CarMax’s 5-Day Money-Back Guarantee, CarMax has elected not to participate in buying back the vehicle at the full purchase price.
CarMax appreciates the opportunity to respond to this complaint If you have any additional questions or would like to discuss this concern further, please contact me at 1-800-519-ext***.
Sincerely,
Jennifer L***
Analyst, CarMax Customer Relations