CarMax , Inc.

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: 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: 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

I purchased my very first car with carmax on 12/05/2015. I saved up my money and purchased a 2006 [redacted] from the Lithia Springs location in GA. I was happy with the test drive & carfax as well as the vehicle.
I couldn't believe I finally had a vehicle to get to and from work as well as to and from my son's school. 3 days later my excitement turned into terror as I was driving the truck on the highway and it started to slow down no matter how hard I pressed the gas. I put on my hazard lights and started to try to get off the highway but an elderly woman almost crashed into me despite this.
The car continued to slow down and stop while I was pressing the gas pedal during my entire ride home. I was traumatized and angry. I immediately contacted carmax and was told to have the car towed in at which point I was presented with papers to sign giving them back the car. every other car on the lot was out of my price range and I was ineligible for a loaner car because I had given the car back and loaners are only for people who currently have a car with carmax. When I asked why no one explained this to me before, the saleswoman Connie told me she didn't know.
The sales manager, Richard told me he would not help me get a loaner and that my only option was to spend more money on a whole new car which I had absolutely no money for. I found a car $1,000 more than the [redacted] at the Southlake location and decided to go there to try and get it. After financing the car I was told my note would go up as well as my down payment.
I had been telling them ALL DAY that I absolutely can not afford for anything to go up and they refused to offer any type of discount for all my troubles or to compensate me. I was frustrated and disappointed. Even after speaking with corporate I was told that carmax does not under any circumstance offer discounts of any kind.
I asked for my money back and was told that they should've given it to me at the Lithia Springs location. They of course did not so not only was I out of a car I was out of my money. I can not get my money back until I get an off day from work to go all the way back to Lithia Springs for a refund. Through my correspondences with corporate I concluded that the sales people at carmax do not execute their jobs the way that they are supposed to and their focus is not on customer service. I was sold a car that shouldn't have been sold at all as it was unsafe to drive. I will get my money back and go to a real dealership next time.

Review: I purchased a vehicle from the company. I paid full asking price. I depended on their advertising. That the vehicle had been through ,and passed inspections as a quality automobile for the price. This was not the case. I explained the issues with the car to the service manager after spending hundreds of dollars on parts to repair the car after a brake line failure after driving 3000 miles over a period of nine months The emergency repair by another shop revealed obvious prior problems with the brake system. Severe uneven pad wear was my main concern. Having had problems ever since, I complained to Car Max. I just had an inspection by them. They want to charge me over 500.00 $ to service a problem that existed when I purchased the car. In my opinion, they are no better than any used car dealer you might run across. Their ads about the quality of the car that you purchase is false.Desired Settlement: Repair at no charge to me. They know that I paid more than the blue book value for the car.

Business

Response:

23 September 2013

Review: My complaint is because I paid Carmax to transfer a car from California to Charlotte, based solely on pictures provided. Once the car arrived, I was able to determine the photos had been touched up, because the interior console damage was so severe, it would have shown up on photos (I have copies of the photographs). We confirmed this by using our camera at approx. the same resolution, distance and angle. The damage was clearly visible to the naked eye from the same vantage points. The car also had 3,000 more miles than advertised. It was explained to me that managers are allowed to drive cars less than $40,000 for a certain number of miles. I will withdraw my complaint when I am reimbursed the $474 transfer fee, because I would not have proceeded with the transfer if provided with accurate, untouched photos. If the damage was so minor it did not appear in photos, I would understand and accept the outcome. THIS IS NOT THE CASE.Carmax LOST not only my sale, but my father's as well because of their deceptive business practices.7/30 Paid $474 to Carmax to transfer car from California8/15 Car arrived. I viewed the car in person on approximately 8/19 and compared it to the photos provided by Carmax8/25 Emailed 2 Carmax executives, [redacted] and [redacted], regarding the touched-up photographs, and that I would not have transferred the car had I been provided with accurate photographs. Requested reimbursement. 8/27 Received a follow up call from [redacted] in Executive Relations. He stated the ** told him they sat down with me and resolved the issue. THIS SO-CALLED DISCUSSION REGARDING THE PHOTOGRAPHS NEVER HAPPENED 8/29 Contacted [redacted] to inform him THEY NEVER SAT DOWN WITH ME TO DISCUSS, and it was still an open issue. Requested a call back from [redacted], which was not done.9/1 Filed complaint with Revdex.com. Product_Or_Service: Car TransferDesired Settlement: DesiredSettlementID: Refund Refund $474 transfer fee.

Business

Response:

October 3, 2013

Via Electronic Mail

Re: [redacted]

Dear [redacted]:

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

On approximately 7/28/13 [redacted] transferred a 2004 [redacted] 911 from[redacted] stated in her desired settlement she wanted a full refund of $474 for her transfer fee.

Problems occurred with the transfer. It went to another store. Our location [redacted] refunded[redacted] of the total transfer fee of $949. The refund was $[redacted] leaving $474 with [redacted]. [redacted] stated damage to the interior console was so severe she should receive a full refund.

[redacted] request of $[redacted] refund was completed today by the Charlotte CarMax store.

CarMax is sorry for any inconvenience this has caused [redacted].

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

Sincerely,

Sr. Analyst Customer Relations

Review: I purchased a [redacted] in Sept 2013 I have had this vehicle for less than 3 months the check engine light has come on. I took the vehicle in for a diagnostic and a vehicle that I have put less than 2k miles on that is only at 55k miles needs a new thermostat. Really...I paid almost 30k for this vehicle and I expected that they would sell a quality product. The headlight went out 2weeks after purchase and they replaced it but now 30 days are up this is not good business! I specifically asked the tech after they replaced the light to look over the vehicle and make sure there was nothing else he said the vehicle was fine.Desired Settlement: I think that they should incur some if not all of the expense to fix it.

Business

Response:

December 27, 2013

Review: This company has placed credit inquiries on my credit reports. I do not recall authorizing these inquiries. (04/2013)Desired Settlement: I would like all credit inquiries removed from any of my reports they are currently reporting on.

Business

Response:

April 17, 2014

Review: On 6/23/12 I sold a car to Carmax and completed the [redacted] (which I have the receipt dated 6/23/12) a Collections agency came after me in 11/19/13 for this car and the cost for towing and storage. I confirmed with [redacted] and with [redacted] Carmax Business office mentor and her supervisor [redacted] that I was not liable for these charges. [redacted] even mailed me a copy of the vehicle purchase agreement which I submitted to the collections company. The issue agressively resurfaced at the end of December 2013 when I was changing jobs and planning to relocate and was given 1 day to pay $1740 or have the claim reported on my credit report. I had no choice but to pay and demand a letter proving I paid the claim. I then wrote a detialed letter to Carmax (Roseville) and supplied all the proof that this was not my car at the time of impound but that Carmax owned the car and that I requested reimbursement of the $1740 - since the care was owned by Carmax, Carmax Buiness office assurmed me that I would not be held liable for this vehicle and the fact that I was a long-time customer of Carmax Roseville purchasing at least 3 vehicles over the last 10 years. I received a call back from [redacted] at Carmax [redacted] and he assured me that he was going to be able to "resolve this issue" and "help me out". [redacted] would give a day he would get back to me and he would not call. I would contact him again (at least 3 separate times) and he would apologize for not calling me back and then would say he is still looking into this issue and would get back to me. Well I left a voicemail messaged for [redacted] on April 3, 2014 and he STILL has not returned my call and I have not received any reimbursement for the charge incurred on a car owned by CarMax Roseville. I am so disappointed that I've had to take the Revdex.com route because I have all the necessary documenation to prove my case but I can not get any resolution by [redacted], Carmax Roseville.Desired Settlement: I sold my car to Carmax on 6/23/12 and completed the [redacted] on the same day (I can send a copy of the receipt) - Carmax must have sold the car without completing their required paperwork and/or the car was taken off of the Carmax lot - either way I should not be held accountable for Carmax's error especially since I immediately contacted the business office and recieved reassurance that I was no longer the legal owner of the car and Carmax would be held accountable for any fees. I am requesting that a check for $1740, which I paid to collections be issued to me ASAP. Again, after my years of loyalty to this Business I would have expected that resolution would have been handled swiftly, that calls would be returned and that a refund would have been issued.

Business

Response:

May 21, 2014

Review: Today 9.2.14 dealer auction at Carmax, rode my bike there and store my jacket/helmet/gloves on a table inside garage/building where they keep auctions (asking permission first). Came back inside after I inspected the cars (maybe 15min) and cannot see my stuff...nice guy put them behind the front desk (I told him I was worried because I have an expensive helmet), I appreciated his gesture.

Now when I was ready to leave I asked if I can have my stuff back and another guy grabbed my jacket and dropped my helmet on the floor...I was so mad that I turned around from them and I said one bad word (nothing very bad, just normal when somebody damages your property in front of you!).

To summarize... my property is damaged, talking about [redacted] limited edition helmet (over $900 retail, but now collectible never to be made again! so priceless for any superbike/ducati fan), without asking Carmax workers to touch it or move it from a public table where I put it...and I let this go and walked towards the parking lot. Now a worker followed me ([redacted] on his badge) and showed up next to my bike in parking lot acting like I did something very bad (read he was going like "buddy you cannot come back here"...why? because you dropped my unique helmet and I didn't do nothing about it?!)

Wondering what Carmax will do if I'll damage something there?!Desired Settlement: [redacted] replace what you damaged and I want to hear an official position from Carmax that I cannot return to the auctions (because a worker damaged my property and I snapped a bad word...not facing him! just mad at the situation).

Business

Response:

September 30, 2014

VIA ELECTRONIC MAIL

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 filed by [redacted] on September 2, 2014 regarding an incident that happened during his visit at a CarMax auction on or about September 2, 2014. [redacted] requested in his desired settlement that CarMax provide an official position stating he no longer can attend the CarMax auctions. In addition, he is asking that CarMax replace his helmet that was damaged.

[redacted] attended the CarMax auction at the CarMax store located in [redacted] (“CarMax”), on or about September 2, 2014. He mentioned in the complaint that he requested permission to leave his helmet, gloves, and jacket on one of the tables inside of the building while he inspected the vehicles at the auction. According to the complaint [redacted] returned from inspecting the vehicles to find that his items had been moved and were placed behind the front desk. [redacted] then mentioned that his helmet was dropped and damaged by a CarMax associate in the process of returning his belongings back to him.

CarMax management team reached out to [redacted] to discuss the incident that occurred. In the interest of customer service CarMax offered to extend $800.00 to replace the damaged helmet. In addition, CarMax welcomes [redacted] business and would like to extend the invitation to participate in future auctions.

CarMax appreciates the opportunity to respond to this complaint, and is pleased to have been able to assist [redacted] with a resolution.

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

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 purchased a used car from this dealer in 2010. Since I owned the vechicle it has beeen in the repair shop 3-4 time per year. I have recently been experiencing problems with my power steering fluid leaking from my car. This problem has been going on since June 2012. June 2013 will make it a year that this carmax service department has been trying to solve the problem of the leaking power steering fluid. The service department has made 4 repair attempts to correct the problem. I noticed my car is still leaking power steering fluid again after I got it back 20 days from the service department. The last repair took 10 days to fix because of discrepancies with who was going to pay the out of pocket expense of the warranty deductible. The dealer told me the part failed and I had to pay to get it fixed because it was past their 6-month warranty. Even though the malfunctioning part had nothing to do with anything I did. The dealer tried to make me pay the cost but after contacting the corporate office I was able to not have to pay the deductible again. Overall, the Carmax service department is not doing any quality repair work. I would not recommend anyone to bring their car back to get fixed unless they want to keep experiencing problems.Desired Settlement: I feel like I was sold a lemon car. If the dealer cannot fix the car then I believe the car must be a lemon. I feel this car is not safe to drive on the road. The dealer has made four failed attempts to fix the same problem for over a year. In addition, all of the other repairs have been related to the power steering, or the steering in general. I should be entitled to a replacement vehicle of equal value of my car.I have no confidence in the quality repair work the service department is doing.

Business

Response:

Via Electronic Mail

Review: I bought a [redacted] on July 30, 2013 from CarMax. After taking the vehicle in for service for a rattle that was immediately taken care of to my satisfaction, I noticed my vehicle was missing the spare tire and its kit. Due to the short time frame in buying the car and service, I am not certain the spare tire kit was missing after service or that it wasn't provided upon purchase. It seems rational that a spare tire kit is an essential item that a reputable store such as CarMax would provide with their vehicles or at the very least, inform me of the missing spare tire kit prior to purchase. Furthermore, after repeated phone calls (voice mails) and an email to customer service last week, I did not even receive a return phone call.Desired Settlement: I feel it is not unreasonable for CarMax to provide me with the factory spare tire kit.

Business

Response:

September 24, 2013

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated August 27, 2013, wherein you forwarded a complaint from [redacted]. [redacted] requested in his settlement to receive a spare tire kit.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted], North Carolina (“CarMax”) on or about July 30, 2013.

[redacted] brought his vehicle in for service due to a rattling noise on or about August 7, 2013. CarMax diagnosed the concern and made the necessary repairs. CarMax was not made aware of the missing spare tire kit until receipt of this complaint.

As a gesture of goodwill, CarMax would like to offer the following resolution:

· CarMax will replace any missing components on [redacted] spare tire kit.

CarMax encourages [redacted] to schedule an appointment with the service department in order to identify what items need to be replaced. [redacted] will have 30 days from the receipt of this letter to contact the service department at ([redacted] to schedule an appointment.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced and at this time considers the gesture of goodwill the resolution to this complaint.

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

Sincerely,

Analyst, Executive Response Team

Review: While I was in the market for a [redacted] I talked to CarMax who had one delevered to me in [redacted] for purchase and an appointment was made for me to come in and buy it. Everything seemed perfect. When I got there #1)The vehicle was not sellable (broken computer and broken auto cupholders). So while I was there I decided to look at a [redacted] instead. I was convinced that this vehicle was the better choice for me anyway. #2) So on the drive home I get an awakening that my panaramic roof was broken and wouldn't close. #3) I bring it in and they said they'd order the parts and they'd be there in four days...after the four days it came in they then told me I had to set up an appointment to get it fixed over a week later!! The whole time I thought it'd be fixed in 4 days. #4) I had to drive back and forth numerous times to get this stuff taken care of on premium gas. After that ordeal it drove just fine for 2k miles...until #5) The water pump and thermostat broke on me and I had to get it towed and fixed to the tune of $[redacted].

I can't trust this car and am worried that it wasn't inspected correctly and it's a ticking time bomb and I don't even have 3k miles on it yet!Desired Settlement: I'd like CarMax to pay for half of my repair OR offer me full trade of what I paid them for my car PLUS the full amount of my repair toward another vehicle in their lot.

Business

Response:

October 3, 2013

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated September 9, 2013, wherein you forwarded a complaint from [redacted]. [redacted] requested in his settlement one of the following two options:

· CarMax reimburse for half of the repair costs incurred by him from [redacted].

· CarMax allow him to trade in his current vehicle for another vehicle at the same price he paid for his current vehicle. Additionally, he would like to be compensated for the full cost of repairs.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted], Wisconsin (“CarMax”) on or about April 27, 2013.

[redacted] brought his vehicle in for service due to the sunroof screen being broken on or about April 30, 2013. CarMax ordered the necessary parts needed to complete the repair and completed the repair on or about May 15, 2013. Shortly thereafter, [redacted] stated that his water pump and thermostat stopped operating and he had to have his vehicle towed to [redacted] for repairs totaling him around $[redacted].

Due to the fact [redacted] did not give CarMax the opportunity to diagnose or repair the water pump and thermostat concerns, CarMax is declining [redacted] reimbursement request.

CarMax appreciates the opportunity to respond to this complaint. CarMax would like to apologize for any inconvenience [redacted] may have experienced. However, CarMax is declining the settlement as set forth in the complaint.

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

Sincerely,

Analyst, Executive Response Team

Review: I purchased a vehicle from Carmax around the end of May. When I was presented the van I was told that van had only 1 previous owner and had never been in a accident. Which in fact when I later had my own [redacted] pulled the van had 2 previous owners and had been in a rear end collison before. I contacted carmax stating I was not pleased with the info I found out and I was told it would be looked into. a week.in a half later still no return call. Once again I contacted them, then to be told there was no recored of me calling. So that manager in fact told me that I was given a auto correct report that I have looked through my documents and indeed did not receive. The manager said that the auto correct report does not always show everything. my point being I would have never purchased the van knowing any of the [redacted] findings I had found on my own. I feek carmax has totally ignored me and once they made a sale they had no interest in the information there company should of provided. I want carmax to buy there van back.

Business

Response:

October 7, 2013

Review: june 2012, I applied for a car loan with [redacted] via the internet. I was immediately approved. [redacted] congratulated me and instructed me to download a $24,000.00 check and fill out the rest of the paperwork then take it to the dealer, preferrably carmax. carmax contacted me before I arrived. during my visit 6-29-2012 at carmax, they honored, approved and processed my [redacted] application. after processing, they washed my [redacted] and gave me the keys then I was on my way. 2 months later, carmax contacted me and said someone within their company scratched off some info on my approved info. I asked them to fix it, they said they would. the next day they said they printed up a new, different and better contract and needed me to re-sign. I told carmax I am happy with my existing carmax and do not wish for a different one. within one week carmax told me to return the car or they can come get it. I chose for them to come get it and bring the proper forms to relieve me legally of liability. I told carmax the car and keys will be located in front of my residence. within a year, carmax never arrived for pickup. as I waited I contantly call carmax to pick up and I called [redacted]. [redacted] said they have no record of me or my account although they are listed on my vehicle registration as the lienholders. carmax refused to let me speak to the [redacted] I was dealing with or had many excuses to not connect me with proper personnel regarding this issue. one year later, oct 10, 2013, my car was repossessed, til this day I have received anything of explanation from either company. I called [redacted] and they still denied even having me in their system even though they are the company that approved me ([redacted]). I feel I have been totally scammed. please help. in addition this company had 2 other bank offer approvals that I couldve chose but due to their treatment toward me, I lost those bank offers over 30 days, but at that time I was so called approved by [redacted]. they also gave me bogus paperwork as copies belonging to a [redacted] instead of mine but I do have at least 2 pages of proof of purchase.Desired Settlement: this company honored an original approval from a bank, then said they changed my contract after I signed an original contract, they untruthfully stated that my first application was tampered with by an employee but still wanted me to sign a new contract 2 months (aug 8) after I purchased my car. they threatened to repossess my vehicle if I didnt. I never signed the new contract so a year later they repossessed my car, I received no letter of explanation or calls from this business. again the bank approved me, the dealership gave me the car then took it back a year later, I feel I was scammed. I want my vehicle back and start making payments as promised in the original contract.

Business

Response:

October 31, 2013

VIA ELECTRONIC MAIL

Re: Complaint ID [redacted]

[redacted]:

I am writing in response to the complaint filed by [redacted] with your office regarding a repossessed vehicle. [redacted] resolution request is for CarMax to give the vehicle back and reinstate her loan.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”) from the CarMax located in [redacted], [redacted] (“CarMax”) on or about June 29, 2012. She purchased with a [redacted] voucher. One of the requirements listed on the voucher was a down payment of $600.00 in cash. The $600.00 was not collected during the sale of the Vehicle. [redacted] required a new application in order to resolve the down payment requirement. On the new voucher, [redacted] required proof of Chapter 7 Bankruptcy as a stipulation. [redacted] did not provide the documentation because the Chapter 7 Bankruptcy was filed the same day she purchased the Vehicle and [redacted] was listed as part of the filing.

CarMax took possession of the Vehicle on October 10, 2013. Additionally, no payments were made on the Vehicle for the 16 months that it was in [redacted] possession.

[redacted] redemption amount will be included in her post repossession notice.

Thank you for providing CarMax with an opportunity to respond. CarMax is declining the settlement request as set forth in **. [redacted] complaint.

Sincerely,

Review: 6/12/2013 Bought used vehicle from carmax which is suppose to have 125 point certified inspection on vehicle before it is sold to customer. My vehicle made it through thr inspection process with bad motor mount, bad controll arms, warpped roters, bad struts, linkage bad, bad fans in motor. I have since found out that the car was in a reported accident in 2010, they failed to disclosed to me as well, the salesman showed us a carfax that he called a carfax, but was actually an autocheck that did not show the accident, my carfax I paid for after I found out they showed me what they called a carfax was not. They have fixed the vehicle, but I feel that I cant trust this vehicle to be of sound stucture or mechanically sound as there has been work to the motor as well. have all copies of repair done to vehicle. I panic driving down the road all the way to work and home, do not listen to radio because im afraid something will break and I wont hear it. Carmax will not provide me with a copy of the work that was done to vehicle during the 125 point inspection. 6/12/2013. They also made a mistake in the calculations in the finace charges in my contract.Desired Settlement: I would like my loan reversed, and my payments returned, or the car re-appraised in to condition it was in when I purchased the vehicle. I would prefer they they take the car back and refund my payments, so I can purchase another vehicle somewhere else

Business

Response:

11 November, 2013

Re: [redacted], Complaint #[redacted]

[redacted], VIN [redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”), on 12 June, 2013. In her complaint, [redacted] cites a lack of confidence in the Vehicle due to mechanical issues and the report of an accident on a [redacted] Vehicle History report, and requests that CarMax either take return of the Vehicle or purchase it at an appraised value equal to her purchase price.

A review of CarMax’s records shows repairs that were completed by CarMax on or about 16 July, 2013 under the terms of the 30-Day Limited Warranty to correct concerns with vibrations and noises related to the suspension and a torn engine mount. Additionally, CarMax resurfaced brake rotors and checked other concerns that could not be duplicated related to steering noise.

On 29 July, 2013, CarMax inspected for undercarriage noises, reports of pulling and surging, and a check engine light. While most issues could not be duplicated, the check engine light concern was addressed at a local dealer, where an ignition coil and wire were replaced. Although the Vehicle was outside the 30-Day Limited Warranty, this expense was covered by CarMax at no charge to [redacted] as a gesture of good will.

On 6 September, 2013, CarMax inspected for a check engine light and related remote start issue. The Vehicle was repaired at a local Chevrolet dealer under the terms of [redacted]’s [redacted] extended service plan. As a gesture of good will, CarMax covered [redacted]’s $[redacted] deductible.

As [redacted] mentioned in her complaint, a copy of the AutoCheck Vehicle History report was presented to her at the time of sale which did not indicate any history of an accident or collision. CarMax guarantees not to sell any vehicle with frame damage or any other condition that would compromise the integrity of a vehicle. While a similar [redacted] report may have a record of a collision, the Vehicle was inspected prior to sale by CarMax and does not have any indication of frame damage.

[redacted] mentions alleged mistakes made in the calculation of her finance charges in her Retail Installment Contract. If [redacted] has specific concerns about the contract she signed, she is welcome to contact the business office at CarMax to speak with a member of management. Additionally, she is encouraged to contact her finance company directly.

As it is well past the Five-Day Money-Back Guarantee, CarMax is unable to reverse the finance contract on the Vehicle at this time. However, CarMax would be happy to appraise the Vehicle and make an offer to purchase it at any time. Additionally, CarMax wishes to assure [redacted] of their continued assistance in the event of any future repair need.

Thank you for the opportunity to respond. If you have any questions, please contact me directly at ([redacted] extension [redacted].

Sincerely,

CarMax Customer Relations

cc: [redacted]

[redacted]

Review: On November 26, 2013 I appleid for an auto loan through CarMax. I gave the salesperson my information over the phone. His name was [redacted]. I explained to him salary and all of my deductions. I also explained to him my current child support amount. Several minutes later , [redacted] told me that I was approved for the 2013 [redacted]. I was able to email [redacted] deposited copies of check studs and checks for financial verification. I was told by the Salesman [redacted] that if I could not come and purchase the vehicle that day I would have to secure the vehicle by puting the [redacted] minimum amount of insurance on the vehicle. I put insurance on the vehicle thorugh [redacted], on Wednesday November 27, 2013.

An agreement was made with [redacted] and myself that I would come in on Monday, Decemeber 2, 21013, after I returned from vacation. On Monday morning [redacted] contacted me via cell phone and stated that another member of the sales team sold the vehicle that I secured with insurance on Saturday November 30, 2013. I asked [redacted] how could the vehicle get sold if I secured it by putting insurance on it. He stated that he really didnt know. I told him that I sold my vehicle on Friday in anticipation of purchasing the [redacted] on Monday since I was approved and I secured the vehcile by putting valid insurance on it. [redacted] could not give me a reasonable explanation about what occurred. I also told him that someone was currently riding around in a vehicle that I have insurance on. It is also a criminal act in the State of [redacted] to insure one vehicle with two insurance companies.

[redacted] assured me that he would get another salesperson to assistance me because he was off today. He also assured me that CarMax would do everything possible to make my experience better while dealing with them during this vehicle transaction. I found another vehicle on their website. [redacted]. I spoke with another salesperson identified as [redacted]. She asked me if I wanted to proceed with the car and I stated yes. Several minutes later she advised me that I was apporved for the vehicle. She told me that I needed to bring in a check stub from my main employer. I added the [redacted] to my insurance police

I arrived at CarMax on Tuesday, Decemeber 3, 2013. I met with all parties involved [redacted], [redacted], and a [redacted] that recently moved from [redacted]. After several minutes I was told that my salary was different. I did not know what they were referring to since I gave and explained all of my finances to [redacted] a week prior. The [redacted] stated that due to my child support payments they would not be able to approve me for the vehicle. I asked him how can I get approved on the phone and when I come in with verifying information Im told I am not approved. The [redacted] would just repeat what he told me. He did not show any compassion or care about the [redacted] that was intially sold after I put insurance on the vehicle. I also reminded them that I sold my vehicle on friday because I was approved for this vehicle, and told that it would be held until I returned from vacation on Monday, December 2, 2013. I ended up leaving CarMax very upset and angry because I am out of a vehicle and was refused the purchase of another even after being told I was approved.Desired Settlement: Repayment for money spent on adding insurance to the [redacted], and [redacted]. Gas money spent driving from [redacted] to [redacted] $60.00. Selling my vehicle due to anticipation of purchasing one from CarMax after being told I was approved $2500.00

Business

Response:

[redacted]

Revdex.com

Review: Worst experience ever! Came in to buy our first car. They gave us the worst deal on a 2003 with 26% APR. I didn't really know what I was doing. Drove away with the car and 2 two days later there were noises right of the bat. After Carmax attempted the repairs, they told me that there was 6 things wrong with the car. What happen to 125+ point inspection, YA RIGHT! And the original noise was still there. I told them the car had a major vibration when the car stopped and they told me that old cars do that. I didnt come here to buy an old car. I came here to buy a quality car to be safe for my new family. And I received my car completely empty in gas. 6 months later we get a letter in the mail saying the car is recalled. I want to return this car ASAP for a trade in. I'm highly dissatisfied with your customer service and your failure to disclose the information of the cars condition. I trusted carmax. Because of my experience, I will not be purchasing another vehicle from Carmax nor will I ever refer them to anyone.Desired Settlement: trade in for new vehicle

Business

Response:

5 March 2014

Revdex.com

Richmond, Virginia 23236

Re: [redacted]

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] concerning the Vehicle purchased from CarMax of [redacted] (“CarMax”) on 3 August, 2013. In his letter, [redacted] expresses dissatisfaction with the Vehicle and the interest rate on his financing, and requests the opportunity to trade the Vehicle for a “new” one. CarMax appreciates the opportunity to respond.

A review of CarMax service records shows that the Vehicle was serviced only one time at CarMax, on 30 August 2013, under the terms of the 30-Day Limited Warranty. At that time, the concerns addressed were related to tire pressures, a grinding sound when braking, hesitation on acceleration, and shaking while at idle. Tire pressures were adjusted, no problem was found with the brakes, and the Vehicle was found to be accelerating as designed. The idle air control valve was found to be faulty, causing the shaking at idle. It was replaced, and as part of that repair, the air filter, throttle body gasket, and screws were also replaced. CarMax has no record of any additional complaints since that time.

[redacted] references a recall notice that he received six months after purchase. Recalls are issued by the manufacturer of a vehicle, usually in response to a specific safety concern. Recall notices are sent to the current registered owner of a vehicle. CarMax is unable to predict when or if any manufacturer may issue a recall. [redacted] is encouraged to contact a local[redacted] dealer to pursue repairs under the terms of the recall notice at no charge to him.

At the time of purchase, [redacted] provided CarMax his personal and financial information to complete a credit application. The application was submitted electronically to multiple finance companies, and [redacted] was extended an offer of financing by Drive Financial Services at a rate specified by the finance company. As such, CarMax is not a party to the contract and does not make financing decisions.

If [redacted] is dissatisfied with the Vehicle, CarMax would be happy to appraise the Vehicle and make an offer to purchase it. [redacted] is welcome to visit CarMax at any time during business hours to have the Vehicle appraised and explore options for the purchase of another.

Thank you for the opportunity to respond. If you have any questions, please contact me directly at[redacted] extension [redacted]Sincerely,

Review: I need to talk to about how I was treaded me and how they handle there customer and how the sale man put in the wrong income and how the manger was not doing his job and helping me get a car for me.Desired Settlement: I would like for them to give me the car that I ask for and the financial company that a prove me.

Business

Response:

April 15, 2014

Review: April 4th I've purchased the [redacted] from Carmax in [redacted]. On the way home driving on the expressway I've notice a few issues on the vehicle that made me dislike the vehicle. Every time I hit the brakes from high speeds the car would shake, the acceleration hesitates, the outdoor noise is loud hard to conversation from speakers in vehicle driving on the expressway. I've called the salesman twice on the fifth day to exchange the car and report the issues with the car, left messages. The salesman called me four days later stating he was on vacation sorry its too late to exchange but we can fix the car at any Carmax. I took the car to the [redacted] store and the found and fix the trouble with the breaking, bad rotors. I was still not satisfied with the overall performance and handling with the vehicle. I even tried to trade it in with two other dealerships but the car is not showing up on my credit report its too early, plus the negative will be too high. They told me Carmax could of extended the guarantee exchange since it was trouble with the car and do it before 30 days. I've called [redacted] for any suggestions they told me that Carmax and do a "unwind" financing and put me in another vehicle. I've called Carmax again spoke with the manager requesting for the unwind and the exchange again Carmax has refused. He stated I've should of just brought the car in. I've called first because I'm driving from a long distance making sure the salesman was there! This is not fair!Desired Settlement: I want to exchange the vehicle

Business

Response:

May 16, 2014