CarMax , Inc.

Review: On 2/11/14 purchased [redacted] Didn't drive the car until 2/17/14 due to ice storm noticed a loud/scrubbing noise from tires called carmax scheduled appt, first available appt was 2/26 after an hour checked on car & was told the tires were cupped and manger was driving car as the tech was very concerned [redacted] came in office w/ key confirmed tires are bad & refused to replace them called headquarters to report w/ no resolve car coded today warning breaks are bad & need to be replaced.Desired Settlement: Carmax sold me a car with defected, unsafe tires and brakes. Even after I brought this issue to their attention they refuse to make it right and have compromised my safety they need to replace the tires and brakes

Business

Response:

April 22, 2014

Review: I just purchased a car from Carmax in [redacted] on 02/28/2014. It is a [redacted]. When purchasing the car the sales representative, whose name is [redacted] and she is no longer with the company, informed me that I would not need the extended care plan because it was only good if the engine exploded but I would not need it because it was basically useless. So within two weeks of having the car I was driving on the highway to [redacted] and my car lurched forward and almost stopped on me. I made it back to [redacted] and immediately took the car back to the dealership since it was under the 30 day warranty. It turned out that there was an issue with the transmission. Which was fixed by the [redacted] Dealership. Now in June I was driving and had issues starting the car and eventually the battery died and I have had to had the car jump started almost every other day. I contacted the service center at Carmax and they told me to go to [redacted] because they would give me a better warranty on the battery then they could & they said that they don't put new batteries in used car. I did that and they informed me that the battery was good that it was something drainging the battery. After that I took the car to carmx becuse this is the second major issue. I have had in less than 4 months with this car. The car has no recalls on it all. The new sales rep, Kevin, basically said carmax could buy the car back but I would have to buy a completely different car that was was years older than my current car. I was informed also that [redacted] had basically lied to me about the service plan and did not give me all information on the plan. I was informed that there was nothing that carmax could do to assist me even though I was told that I had been lied to and mislead by a sales rep.Desired Settlement: I would either like to have the car fixed at no cost to me or to be able to enroll in the extended care plan, even though [redacted] did say that after I purchased the car I would not be able to enroll, however since I wasn't given the proper information and I think that it would be the least that they can do, since one another sales rep told me that I was given misinformation and that I was basically lied to. If not that some form of compensation for my trouble or switching out the car.

Business

Response:

[redacted]

Review: Carmax provides false advertisements to it's potential customers. They claim to provide a hassle-free experience, a great selection of quality cars, no frame damage, clean title guarantee, and service with intergrity. I purchased a vehicle in April of 2014 from carmax which had been salvaged. Although they did a buy back, it took 6 weeks to locate a replacement vehicle. The replacement vehicle was very unsanitary, and required me to leave the vehicle for an addtitional week to clean it up. Once I retrieved the vehicle, we then had a vehicle tag problem. The transfer fee was not paid to the Tag department causing me to drive around with expired Tags. Upon contaction the store Manager and assistant store Manger, I was mislead with the approriate protocal to resolve the issue. I was advised by the store Manager to bring the Tag into the Carmax location in order for me to receive the sticker for the plate. I was forced to do my own follow up process after repeated misinformation from several employees, and learned from the County tag department that a $20 transfer fee had not been paid by the dealer. I paid this fee with the purchase of the vehicle 7/03/2014. This company has poor customer service, and do not live up to their advertisement claim.Desired Settlement: My desire is that the company compensate me for the time taken off of work due to dropping off vehicles, and that they provide a Complimentary Service/Services for the months of inconvenience that I have received.

Business

Response:

September 19, 2014

Review: After purchasing a [redacted] it began to blow hot air a few days after purchase when the air conditioner was turned on. This happened intermittenly. I first left a message on their service line and never heard back from them. I called again 2 weeks later and wanted to get it looked at before the 30 day warranty. I was told an appointment could not be made until the following week. I scheduled an appt. for 8am and also explained what the issue was. I recieved a voice message at 10am that my car was started to be worked on and they would call with updates. I called at 1pm to check on the status, left a message no return call.Called back at 230pm and was told they couldnt find the problem and had questions in regards to my issues I was having with the hot air. I voiced my concern of this year and model of car had known issues with the "relay" switch that my husband had researched. Why wouldnt they call me with questions before this? Why was my car not worked on until 10am when scheduled for 8am? I called back at 330pm to speak with my service coordinator (or whatever they are called) and she was no help. Giving me a personal story of hers and how she knows this is an inconveince. I dont care about your personal story, I want my car fixed! Still at 4pm they dont know what the problem is. They could give no explanation for the delay in start time. They tell me if they cant find the problem, if the car does it again, to bring it back and it will be covered under warrenty since this appointment will be documented. I will NEVER have my car repaired there again! The buying experience was fine, the service is HORRIBLE!Desired Settlement: Fixed my car!

Business

Response:

October 16, 2014

Review: On September 26 we test drove a [redacted] at CarMax and [redacted] was our sales rep.We asked her during the test drive if the Navigation on the car required a disk, which she informed us "no, it updates automatically and requires no disk." After we purchased the car, we were going over some things that CarMax needed to repair on the car and my Husband, [redacted], asked [redacted] the sales manager about the navigation again, he too said that the navigation maps update automatically and required no disk. Once we purchased the car we found that an disk is required for the latest maps on navigation and it does NOT update automatically. We called [redacted] back and she advised no problem we will get that disk out to you she just has to get her manager-[redacted]- to approve it. We have called and left [redacted] several messages as well as called CarMax to complain and have not heard back from [redacted].

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

We need the updated maps for navigation for the [redacted]. The maps on the car now are old and outdated and since they both provided us with the wrong information when they wanted us to purchase the car, they need to make it right.

Business

Response:

11/24/2014

Review: My vehicle was taken to Carmax on September 11, 2014 due to a oil leak. The leak consisted of a brown oil substance. I was advised by the service department the leak was cause by a power train leak requiring the R&R power steering pump be replaced. Carmax had my vehicle until September 17, 2014. Within one day I noticed the oil was again leaking from the vehicle falling in the same exact place it had fallen prior to my taking the vehicle in for repair. I called and advised the service department of the continued leak but was unable to take the vehicle in because the service hours are Monday through Friday and I was unable to get time off of work to take the car back in. I asked if any damage would result with my driving the vehicle and was advised if I found the steering wheel getting tight to add some fluid. I hadn't noticed any issues with the steering prior to taking the vehicle nor after the repair.

I scheduled my vehicle to be repaired again for December 11, 2014 during my vacation time from work. At that time I was advised I had a different leak. I advised the service staff the leak was in the same exact place and the same color. Power steering fluid has a red tint and oil is brown. The fluid on my garage floor is brown. I advised the staff they misdiagnosed the issue the first time and charged me for a unnecessary repair. I have an extended warranty on the vehicle as was again charge the deductible. I contacted the corporate office immediately from the service department when I was advised of what they say was the new issue. I haven't heard back from anyone but advised the issue was something other than the first repair and things happen. I have been charged for a unnecessary repair and then charged again for the issue that should have been resolved in September when the car was originally taken in for the OIL leak.

The second visit consisted of engine oil dye but wasn't performed during the first visit. How were they certain the issue was power steering if they didn't perform the dye test to determine where the oil was coming from. Using a flashlight to determine what is causing the issue would certainly lead to a incorrect repair diagnosis. I was taken to the service floor and shown with a flashlight where the leak was coming from, yes I see a leak! That's why I have the vehicle back in for the SAME repair that wasn't correctly fixed during the first visit.

I contacted the service department that sells my brand of vehicle to confirm the colors for both fluids as was advised power steering fluid is a completely different color than oil. I am generally a peaceful person but I will not be taken advantage of. I am not a mechanic but I know enough to know the issue wasn't resolved the first time.Desired Settlement: I want a refund for my deductible!

Business

Response:

January 23, 2015

Review: I went in on January 6, 2015 to see if I could get approved for a used car. The night before, I have contacted CarMax and spoke to [redacted] and told him of my interest. I told him that I had a trade in and a title loan. He advised me to bring the payoff amounts and lienholder information (address and phone number and payoff amounts). I came in on January 6, 2015 and we sat there and [redacted] ran my credit. He asked me what monthly payment I was looking for and the amount I would put down. I told him I wanted to stay under $600 with a $1250 down payment. Once the credit came back, I was approved for around $26k with a down payment of $936 and a monthly payment of $596. I was comfortable with that and asked him what was my next step. He said he had to ship the car from Alabama and said it would take 7 days for the car to arrive. [redacted] was doing really well keeping me informed and letting me know what I needed to bring in (documentation such as proof of insurance, down payment and proof of income). I got approved with a cosigner and [redacted] explained to me what he needed from the cosigner who was my mom. So the car came in on Saturday, Jan. 10, 2015 and [redacted] emailed me to let me know the car was here and reiterated what documents I needed to bring. I set an appointment to take possession of the car on January 13,2015 because that would be timeframe I would have the $936 down payment. I asked [redacted] via text message on Saturday if the terms of the financials have changed and he said "not that I am aware of". so I said ok, see you on Tuesday. He emailed me again on Monday as what to bring in on Tuesday. He then called me on Tuesday, Jan. 13th and asked me if I was still coming and to fax over my proof of insurance. I faxed over the proof and then took off early to go to get my car. I get there and none of the paperwork had saved. He didn't understand why my information and my co-signer info didn't save in the computer. He got his manager involved and they thought that maybe it was a glitch. Well, I gave them permission to run the credit again. At this time, I went to test drive what I thought would be my car. I came back from the test drive to then see the results of the approval required me to put down $6000 down vs. $936 that I agreed to and was given proof of. I was very upset, embarrassed and hurt needless to say that this information came back. They couldn't understand what happened. After research, they found that my negative equity in the car I was trading in didn't get sent to the finance company the first go round (Jan. 6th) but was then added this time. I was very frustrated because they one, ran my credit and my cosigner's credit again and then now I can't pay/afford the downpayment. The manager and sales rep got in a escalation in front of me. The Manager said he would contact the GM, [redacted] via phone but he was off that day and couldn't be reached. So I left with unanswered questions on Jan. 13th. the Manager said that he would have [redacted] to contact me to see what they could do for me if any. Well, I called Customer Relations at the corporate office for CarMax to tell them my ordeal. [redacted], the Specialist was very helpful and worked on my case immediately. She returned my call with in 45 minutes to let me know she had reached out to [redacted] and that he would call me back. I called [redacted] myself about 30 minutes later and left a message. I then called back around 2pm because no one called me and I spoke to another gentleman at CarMax who was the Business Mgr and told him my mishap. He said that he would take it to [redacted] immediately. [redacted] called me back within 10 minutes apologizing but not offering any solutions. Basically saying the finance company could not absorb that amount of negative equity ($9000) and that I would have try to seek other ways to come up with the money. This is not good customer service and he didn't offer up any options. I was lead to believe that I would get this car on Jan. 13th with no issues. This was my first experience with CarMax and I will not be going back there. [redacted] didn't even offer to discount the car at all...NOTHING! I feel that I did my due diligence to get this car and I was mislead.Desired Settlement: I would like carmax to honor my first price of $936 downpayment and $596 monthly payment. and help meet me halfway with a downpayment. I was misled. They had a week to go over everything to ensure everything was in place and order before I got there to sign my paperwork.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear Mrs. Mann,

Thank you for forwarding the complaint received in your office from Ms. Chyna [redacted] regarding an attempted purchase at the CarMax store located in Lithia Springs, Georgia. In this complaint Ms. [redacted] is requesting that CarMax honor the original down payment and monthly payment amount that was discussed with her.

As stated in the letter, Ms. [redacted] spoke with a sales consultant in regard to purchasing a vehicle and also the payoff on the trade vehicle. Ms. [redacted] was given the details of the purchase including the down payment and monthly payment amount. The vehicle she wished to purchase needed to be transferred to the store. Unfortunately, since the vehicle technically was not in the inventory at the selling location yet, the order was built but did not include the negative equity ($[redacted]) from the vehicle that was to be traded in. It wasn’t until the vehicle arrived at the store and the order was built that the negative equity was applied to the order. After the negative equity from the trade- in vehicle was applied, the down payment and monthly amount changed greatly. At that time, Ms. [redacted] was unable to afford the down payment and the monthly payment amount as requested by the finance company.

CarMax regrets the inconvenience that this may have caused Ms. [redacted]. 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,

Customer Relations

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10401451, 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 am not satisfy with this answer. I should have never been told via phone, text/email on the amount of down payment to bring before the car arrived. I was NEVER told that the down payment amount could change. I was told that the negative equity amount was already added to the car. So there response is not acceptable. I have emails in which was send to me that I was to bring the exact amount of down payment requested. I had my mother as a co-signer and I even reached out to her to let her know this was the amount of the down payment I was approved for.

Regards,

Review: I viewed are vehicle on Carmax's website in which I was very interested in.The vehicle was located in Garland.Texas and required a $150.00 transport fee to Houston which I paid immediately.The vehicle arrived approximately 5 days later but could no longer be sold due to the title being lost during transportation.They couldn't give me any information on how long a duplicate title would be to make it sellable.My sales lady however found an identical vehicle in Florida which would take 2-3 weeks to arrive to Texas.However, I found the same vehicle under 500 miles away but higher in price($3,000) which they weren't willing to sell to me at the price of the original vehicle that I wanted .I asked for half off the difference in the price of the higher vehicle.They didn't contact myself for updates.I am the one always contacting them.I finally reached out to the corporate office in which I was told it wasnt anything they could do to accommodate or better the situation.I was told that I had options to purchase a vehicle elsewhere and they were standing on their decision. Why should I pay a higher price for a car because they lost the title for the cheaper car that I originally wanted?Location: 16110 North Freeway Houston, TX 77090Make: [redacted]Model: [redacted]Owner/Co-Ownder? NoDesired Settlement: Eat the cost of a mistake that the company made when they lost the title of the car I was planning to purchase.Why should I have to wait and they suffer no damage.

Business

Response:

April 20, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Ms. [redacted]. In

this complaint Ms. [redacted] is requesting a price reduction for a vehicle that she

wishes to purchase because the title to her original vehicle choice is not

available.

Ms. [redacted] paid a fee of $149.00 to initiate a vehicle

transfer to the CarMax of Houston on the North Freeway (“CarMax”) on or about

March 27, 2015. As Ms. [redacted] noted in her

complaint, that vehicle arrived without a title, which is required to complete

the sale. CarMax initiated the process

of obtaining a duplicate title for the transferred vehicle, and refunded the

transfer fee that Ms. [redacted] had paid. As

it was anticipated that it may take as many as three weeks to receive the

duplicate title, CarMax also offered to transfer another vehicle at no cost to

Ms. [redacted]. Ms. [redacted] declined that offer,

and instead requested a price reduction on a different vehicle to match the

price of her original choice.

CarMax is declining the settlement request as set forth in

the complaint.

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

Carmax lures customers to their business and can not live up to their selling practices.They in addition represent false advertisements of items that can not be sold to consumers and try coerse consumers to higher priced vehicles.They also have bad customer service including no follow up return calls to update on delays and/or problems in a sale.Stop selling cars if you can not sell cars

Regards,

Review: On January 14, 2015, we bought at Carmax [redacted] and they lied to us greatly!We were told that they changed the engine oil, it was not trueThat changed the antifreeze, it was not trueThat they changed the break pads, it was not trueNow, two springs at the driver side were broken driver, because they didnt repair the breaks.CarMax is a liar agency!Do not buy in Carmax!They will just steal your money!Desired Settlement: they need to repair what the didnt

Business

Response:

May 7, 2015

[redacted], Operations Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

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

Dear Mrs. [redacted],

Thank

you for forwarding the complaint received in your office from Mr. [redacted]

regarding his purchase of the Vehicle from CarMax of San Antonio, TX (“CarMax”)

on January 14th, 2015.

In his complaint, Mr. [redacted] referenced service concerns with the Vehicle and requested that CarMax repair

the Vehicle.

After Mr. [redacted]’s

purchase, CarMax serviced the Vehicle on February 3rd, 2015. At that

time, CarMax replaced the brakes and radiator reservoir. CarMax also reset the

maintenance sensor. All of the repairs were covered under CarMax’s Limited

30-Day Warranty. Mr. [redacted] did not mention any additional concerns during this

visit.

CarMax has not spoken with Mr. [redacted] since

these repairs were completed. All of these repairs are guaranteed by CarMax for

six months and 6,000 miles from the time of service.

CarMax would be happy to diagnose

any additional repair concerns Mr. [redacted] may have at his expense. If Mr. [redacted]

has any further questions regarding his complaint, he may contact me at [redacted].

Thank you

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

Sincerely,

Analyst, CarMax Customer Relations

Review: Since I purchased the vehicle I have take it for repair 4 times in less than 6 months. The last 3 times that I have taken the vehicle to them is for the same issue a water leak. The first 2 times they fixed it, but after getting it back it would start getting water back in. This last time that it has been with them for 3 weeks and I am beyond frustrated because they are not doing enough to fix the vehicle in a timely [redacted]er. I am about to do another car payment since they have had they vehicle. How is it fair that they sold me a vehicle that they should have been inspected about 3 times before I even bought it. At this point it just seems that they do not care about this situation.Location: Powell ave Nashville TNMake: **Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like for them to be responsible for the 2 payments that I made while they car has been at their shop. I don't think it's fair that they sold me a car that was not correctly inspected before they sold it. I just want my vehicle repaired in perfect condition and not have any more issues with water leaking. Make them responsible for my payments.

Business

Response:

May 19, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MRS. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Mrs. [redacted] regarding the [redacted], [redacted]

(the “Vehicle”) that was purchased on or about November 5, 2014 from the CarMax

store located in Nashville, Tennessee (“CarMax”). In this complaint, Mrs. [redacted] is requesting

reimbursement for two payments toward the Vehicle loan.

CarMax recognizes and apologizes for the frustration and

inconvenience Mrs. [redacted] has experienced with the Vehicle since

purchase. CarMax and [redacted] have

worked diligently to address the outstanding mechanical concerns with the

Vehicle. On or about May 8, 2015, CarMax

offered Mrs. [redacted] the option of a full return on the Vehicle, or to continue

the repairs as well as a reimbursement for two Vehicle loan payments. Mrs. [redacted] advised CarMax she wanted to maintain

ownership of the Vehicle and continue with the repairs.

Location General Manager, [redacted] is working with

Mrs. [redacted] to process a reimbursement for the loan payments in the form of a

check in the mail. [redacted] can be reached

at [redacted].

CarMax considers this matter resolved.

CarMax appreciates the opportunity to respond to this

complaint.

Please call me at [redacted], if you

have any questions.

Sincerely,

Analyst, Customer Relations

Review: The [redacted] was purchased February of this year. Within the past months the vehicle has had transmission problems, it has stalled 4 times in reverse, shifts erratic, stalled twice at 3,000 RPM, has trouble shifting at 3,000 RPM, and the front speaker rattles. CarMax has been contacted several times and I went to the Winston Salem location as well 3 times. They received the code from the computer and found it the vehicle had "internal transmission issues". It was covered under the warranty we pay for every month and covered under the manufacturer warranty. They sent me to flow [redacted] where I had several hours of waiting then a rental car. The next day the telephoned me saying they couldn't fix my car because CarMax cleared the code they had nothing to go by. I then took the car home and then back to carmax the next day where they kept it and told me I could come Wednesday and the car should then be fixed. They called me Monday morning and told me to come get my car that they could not fix it because they had nothing to go by. They received the code and refused couldn't fix it, you could understand my anger when I have a 16 month old child and my car has stalled out on the highway.[redacted]

[redacted]Desired Settlement: I no longer want to pay for a vehicle that needs expensive repairs, that the company refuses to fix. I would like CarMax to take back the messed up vehicle they sold me and not ruin my credit.

Business

Response:

October 6, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

Dear Mrs. [redacted],

Thank

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

his purchase of the Vehicle from CarMax of Winston-Salem, NC (“CarMax”) on February

12th, 2015.

A

review of CarMax’s records indicates Mr. [redacted] brought the Vehicle to CarMax

on September 10th, 2015, with a concern of erratic transmission

shifting. CarMax was unable to duplicate the transmission concern at the time

of diagnosis; however, a transmission related computer code was found. As a

result, CarMax referred Mr. [redacted] to [redacted] as the Vehicle was still covered

under the manufacturer’s powertrain warranty. No code was reset by CarMax at

that time.

CarMax

would be happy to diagnose any present repair concerns on the Vehicle. If Mr.

[redacted] would like to sell the Vehicle, CarMax will gladly complete an

appraisal offer at any time. CarMax declines to take return of the Vehicle.

In the event Mr. [redacted]

has any further questions, he may contact me directly at [redacted]

Thank you for providing

CarMax the opportunity to respond to this matter.

Sincerely,

Review: I purchased a [redacted] in February 2015. This car was sold to me as a certified vehicle, but it is anything but certified. The vehicle was in an accident in 2014 which caused serious damage underneath which prevents the car from being able to be aligned. My tired continue to wear extremely fast due to this issue. I have taken it to mechanics and auto body shops, but it will cost thousands for repair from what they are telling me. I should not have to pay this type of money for a car that was falsely advertised to me as certified!!!!Location: Laurel MdMake: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I expect the vehicle to be repaired PROPERLY or replaced with a like vehicle.

Business

Response:

January

15, 2016

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted] 2012 [redacted]

[redacted] (the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from [redacted] about the Vehicle she

purchased from CarMax of Laurel, MD (“CarMax”) on February 13, 2015. In her complaint, Miss [redacted] stated the Vehicle

cannot be properly aligned due to a prior accident. Miss [redacted] is requesting that CarMax either

repair the Vehicle or replace it with a like vehicle.

On January 12, 2016 CarMax inspected

the Vehicle. CarMax has decided to buy back

the Vehicle and assist Miss [redacted] in finding a new vehicle. As of January 14, 2016 CarMax has transferred

two vehicles at no charge for Miss [redacted].

If Miss [redacted] has any further

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

Sincerely,

Jennifer

Analyst,

CarMax Customer Relations

Review: I bought a car from CarMax in march 2015 without an extended warranty. within the 30 day warranty period I returned the car because it had exceleration slipping problems. CarMax reported they were unable to duplicate the problem. in November the transmission went out on the car. I took the car to [redacted] for repairs. in addition to the transmission, the car is having electrical problems and has been in the possession of [redacted] since November 2015 with no resolution in sight.Location: Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Carmax sold me a lemon and I would like to exchange this car or get some type of rebate to pay for the pending repairs. Carmax already told me since I didn't bring it to them when the transmission went out there was nothing they could do to help me.

Business

Response:

March 17,

2016

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted] (the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from [redacted] regarding the Vehicle

purchased from CarMax of Duarte, CA (“CarMax”) on March 8, 2015. In her complaint, Ms. [redacted] states the Vehicle

has transmission and electrical concerns.

Ms. [redacted] states that the Vehicle has been at [redacted] for service

since November, 2015 with no resolution.

Ms. [redacted] requests to exchange the Vehicle or to be provided a “rebate”

to pay for the pending repairs.

On or around March 8, 2016, an

investigator with the Bureau of Automotive Repairs visited CarMax in regards to

a complaint submitted by Ms. [redacted] specific to the transmission concern

with the Vehicle. The investigator spoke

with a manager and considered the complaint closed. He advised he would be visiting [redacted] to

learn about the status of repairs there.

CarMax

has not heard directly from Ms. [redacted] since November, 2015. In order to learn more about the status of

the repairs and any available assistance CarMax can provide, a manager has

contacted the Bureau of Automotive Repairs investigator handling Ms.

[redacted]’s complaint. As of March 14,

2015, CarMax is still waiting on a reply from the investigator.

At this time, CarMax does not have

enough information to respond to Ms. [redacted]’s request.

If Ms. [redacted] has any additional

questions, or would like to discuss this concern further, she may contact me at

1-800-519-1511 ext. [redacted].

Review: I purchased this vehicle in September 2015, after 3wks of driving this vehicle I noticed the car would [redacted] itself from left to right if I incurred a bump (not avoidable) and sewer covers. I went in to Car Max, spoke w/service department representative about this and she stated it probably was the tires. I mentioned that the tire light was on. She went out and put air in the tire that she said was lower in pressure. I left, trusting every thing would be fine, and it was not. This continued and I called in and spoke again w/rep in reference she scheduled me an appointment to bring the car in. I took the car in and she said the tire sensor was needing to be replaced, that it was a good thing I purchased the warranty. I waited and after 25-30 minutes she informed me the part needed to be ordered. I mentioned the problem still was occurring but she said replacing the sensor would keep the tire pressure in the tires and said she'd call when the part was in. After 2wks. or 3 I was scheduled to bring in car. The sensor was replaced and the problem still existed. I called numerous times and was only able to leave messages w/out a return call. Then a 2nd problem happened; the car would lose power while driving and stop immediately. I called in to service, had to leave message due to no one being available and never received a return call. One morning when I was driving an approximate 35 miles per hour, the car lost power and stopped abruptly, scaring me so that my heart and head felt like I was having a heart attack or something wrong w/me. I drove straight to Car Max, explained the problem. The same service rep stated this was very dangerous and it needed to be checked out, and it was a good thing I had purchased the warranty which would cover the cost more than likely. She said she would scheduled an appt., I did not want to drive away in this vehicle, asked to speak w/a manager and I spoke w/Kate. I asked for a loaner vehicle, they are for new prospects. More!Location: Miamisburg, OHMake: 2011Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I was told the car passed a 125 point inspection. I believe a reputable car dealership should include new tires on your vehicle, that struts should also be covered if these items are for the customers safety they should not need to be replaced in a 6 month period. I will be paying for this car for 4yrs-5yrs and it's not right that I will be driving a vehicle that has a problem losing power and can/or could cause another vehicle to run in the back of my car. They have said this is an intermittent problem. They lied about the tire problem and I feel they should do more to find this problem which could cause an accident. I won't feel safe driving this vehicle, and because they mentioned additional cost out of my pocket even though I have a lot of warranty coverage, if it's intermittent then I am also unsafe, inconvenient w/trying to schedule and leave car w/out them providing a car for me to use. I have to pay for rental until and if the diagnosis is detected. Please help resolve!

Business

Response:

April 5, 2016

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. [redacted]

Complaint ID: [redacted]

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

Dear Ms. Mann:

Thank you for forwarding the complaint dated March 24, 2016 regarding

the Vehicle purchased from the CarMax store located in West Carrollton, Ohio (“CarMax”)

on or about September 6, 2015.

In her complaint, Ms. [redacted] describes concerns with the Vehicle’s

tire pressure monitoring system (TPMS), handling, and power loss. She requests

that CarMax replace the Vehicle with a different one.

CarMax’s records indicate that the Vehicle’s TPMS was repaired on

or about December 18, 2015 and was covered under the MaxCare Extended Service

Plan. Service records state that Ms. [redacted] connected with the CarMax service

department on or about March 9, 2016, regarding a handling and power loss

concern. Due to appointment availability at CarMax, the earliest available

appointment was coordinated for Ms. [redacted] at the nearby Dave Dennis Chrysler

Jeep Dodge Ram service center on or about March 11, 2016. As a result of Ms.

[redacted]’s request for transportation, CarMax offered options for shuttle

services, or a loaner vehicle, if one was to become available.

Before the scheduled appointment date at Dave Dennis Chrysler Jeep

Dodge Ram, CarMax’s records indicate that Ms. [redacted] reconnected with the

service team to schedule an appointment at CarMax later in the month. Ms.

[redacted] brought the Vehicle to CarMax for her appointment on or about March 17,

2016. Service records indicate that while the handling concern was addressed

and covered under her MaxCare Extended Service Plan, the power loss issue could

not to be duplicated at the time of the appointment. The service management

team has made attempts to connect with Ms. [redacted] about additional diagnostic

testing for the power loss concern, but has been able to speak with her

directly.

While CarMax will not be participating in an exchange of the

Vehicle as requested, Ms. [redacted] is encouraged to reconnect with the CarMax

service department regarding her power loss concern by calling 937-396-7218,

option 4.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension [redacted],

with any questions you may have.

Sincerely,

Kristina S[redacted]

Analyst, Executive Response Team

Review: On March 29, 2016, we were approved for a 2012 Chevy [redacted]. We were told that we had to wait 6-10 days for delivery. The car was available on March 11, 2016. We had the car for a week. We noticed it wasn't driving right. Brought the vehicle back in on March 18, 2016 to be serviced. I noticed the oil sticker wasn't changed. So I figured the oil wasn't serviced before I left the lot. The gas was leaving too fast. I was told by my sales person George "Maybe someone in your neighborhood is stealing your gas." On the 18th they did nothing & still didn't change my oil. They assured me that it was changed before I left the lot. I find that strange being that the sticker clearly showed 11-30-15. They still didn't change the oil sticker; they made me set an appointment for Wednesday March 23, 2016. Well the car broke down on Sunday March 20, 2016. Monday March 21, 2016, I spoke with Robert Jones (Service Manager. They had to tow my car from onside of the road. Robert assured me that the problem would be fixed. They sat me up with a rental car. I drove the rental car for a week. I didn't get any service calls about my vehicle. So I called back Monday March 28, spoke with a Jennifer Bell. She told me that they had been trying to call since March 22, 2016, to tell me come ride the gas out of the vehicle. I find that hard to believe being that I have two contact numbers on file & an email address. I DID NOT GET ANY CALLS! I was told to bring the rental back, pick up my car& ride the gas out. They wanted me to ride the gas out so they can drop the tank. Assuming that whatever is wrong is dealing with the fuel. NOW my car was in CarMax’s possession for a week untouched. They had the keys & permission. While they are stalling, I’m still riding with the mileage ticking very quickly. Jennifer Bell told me the service department had the part for my vehicle, but couldn’t replace it because I missed my spot. So here I am still riding in the vehicle putting mileage on the vehicle. I asked Jennifer, can I just get my money back. She kind of chuckled, and placed me on hold for 30 minutes. When Jennifer finally came back, I was told another service manager would call me back. I never received a call. Meanwhile she told me to bring my car back in on Friday. So Friday April 1st, I brought my car back to CarMax Services. I spoke with a Patrick. The managers were acting like they didn’t tell me to bring it in. That day was supposed to be a drop off and pick up, but we had to sit and wait for an hour. I haven’t even had the car a whole month & I don’t want to keep this vehicle and still have a lot of problems while paying a car note. All together I have had this vehicle for 22 days. It has already left me stranded on the interstate, is leaking gas, odometer is moving faster than it should, oil sticker is not accurate, and has been in CarMax’s service department for a total of 13days, so far. I still don’t have a clear diagnostic on the vehicle. Even though I am told that CarMax has the part necessary to repair my car, they are now making me wait another week to repair it, saying that it won’t be ready until the 8th of April, Making it a total of 17 days that it will have been in their possession. I believe this is a deliberate attempt to avoid any responsibility on CarMax’s part for selling me a LEMON, since by the time they say my car will be fixed, it will be at the 30-day Limit Warranty. The staff at the 6768 Siegen Lane Baton Rouge, La 70809 has been nothing but RUDE and UNHELPFUL, leaving me on hold for hours at a time, and passing me around to everyone in the service department, and literally laughing in my face on the phone. Not only will I try to steer anyone away from using CarMax’s services in the future, but I will also be pursuing all legal options against this company if I am not offered a complete refund, and I will not stand For It.Location: 6768 Siegen Lane Make: [redacted]Model: [redacted]Owner/Co-Ownder? Yes[redacted]Desired Settlement: My desired outcome is to get a replacement vehicle or a complete refund.

Business

Response:

April 19, 2016

I bought a 2011 [redacted] from CarMax and was very pleased with my experience from the Sales team to the Finance team. This was the easiest car buying and selling experience I have ever had. I went in, sold my previous car to them and purchased another all within a couple hours. My salesman was by my side from the time I walked in, to the time I left. A week or so later my salesman called to make sure everything was going good with the car. After having the car a year I called the service department with a concern from a noise under the hood and was informed I was still under factory warranty so I needed to take it to [redacted] first. Within 3 days of that called I have had 2 different people from CarMax call to check on the car and to make sure I was able to get a [redacted] dealer to help me. What fast, friendly, and over all Great service!!.

I would like the 2 hours of my life wasted at this CarMax back. I went with a buddy to get an appraisal for his 2009 [redacted]. We were told it would be 30min. It actually took over an hour to see a sales consultant, then another hour with him. He was shown a super clean car in excellent condition. The sales consultant was excited about the car and mentioned several times they would like to purchase it that night. After an hour of the sales consultant going back and forth in the room asking us questions then talking to the buyer, they provided a ridiculously low offer of $13,000, which was well below the blue book price for a dealer trade-in and way below market value. The same car with more miles and less features was on their own lot for $16,998. Previously I had asked him how much CarMax tries to profit per vehicle...$3-4,000? He avoided the question - because it's more. They have a very transparent methodology; invite you into office, sales consultant gathers info then leaves to talk to buyer, comes back and says we should have an offer soon though no offer comes through system, he fishes for more info, then a coworker pulls him out of room for "something else", makes you wait even longer as he fills in buyer with additional info, come backs and we stare together at his computer screen with "anticipation" as the offer transmits complete with silly countdown and lame "drum roll" sound from the sales consultant. What a joke! Only the most unsophisticated or desperate people would fall for these tactics. We politely told him the offer was ridiculous and left. I was so annoyed that I called back that night and spoke to the actual buyer to question his lowball offer and complain about wasting our time. He came up with some garbage that it typically cost them $2000-$2500 to recondition Minis. I asked him to tell me ONE item that needed to be reconditioned on this vehicle. The tires were new, brakes were new, recent tune-up, no body damage, and it was just detailed. He had no answer. Basically their "reconditioning costs" are thinly veiled profits centers. The buyer told me they could sell this vehicle for $18-19,000, which is a $6,000 profit for CarMax. On the call he was also mentioning things that my buddy only told the sales consultant, so we know they were in cahoots. The crazy thing is if they offered $1,000 more it would have been theirs that night. They were hoping my buddy was desperate enough to take their lowball offer and lost. I was skeptical about going to CarMax with good reason. This place is for people who need cash quick and don't mind selling for less than the value of their vehicle to just unload it. CarMax does not provide the "honest and fair" offers that they advertise. Rather than being taken by these shady people, my buddy decided to sell privately.

I recently bought a 2013 [redacted] at the Carmax in Lexington, KY, after obtaining what I thought to be a good deal. However, I ended up with a contract that was $1,000 higher than what was previously agreed upon. The sticker price that my wife and myself originally agreed to was $13,998, but was written into the contract at $14,998. We went ahead and signed the contract because the monthly payment was the same as previously discussed. However, after reviewing the contract and to my surprise, we were paying the monthly amount related to the higher price. Since signing the contract, Carmax has denied that the original price existed. My wife loves the car, so after discussions with Carmax representatives to turn it back in within the allotted 24 return policy, we decided to keep this vehicle. I urge everyone that decides to look for a vehicle at this Carmax location to take pictures of all sticker prices, to make sure that all agreed upon payment plans match the sticker price, and be vigilant in their efforts to avoid overpricing!

I will not do business will CarMax ever again. They lie and deceive customers at every corner. Cars are riddled with problems and company lies about everything from car condition to finance terms. Stay as far away as possible. It's amazing to me that they hold an A+ rating with Revdex.com considering they over 750 complaints and 80% negative customer reviews. How's that for truth.

Review: I have continued to have regular issues with the service department at the [redacted] Carmax location. These issues have been so frequent that I have had to contact the corporate office about this store more than two times in the past calendar year. The overall complaint is that customer service is terrible. This is an issues due to the fact that my car warranty is through Carmax, so in order to get the agreed upon reduced deductible, all services must be rendered at Carmax. To start, the service department never answers the phone in order for a consumer such a myself to schedule a repair ( but you will always get someone to answer the sales department line, which is how I have gotten into contact with the service department) so getting a warranty repair scheduled or completed is nearly impossible. Numerous times I have had to go to the store location in person. I have also had to call corporate to complain, just to get a returned call back to schedule a service appointment. Lately my issue has been with the quality of service. I have taken my car to the service department at this location due to car issues and I was told that there was nothing wrong with my car, only to have my car breakdown the next day over the weekend. I had to take my car to another dealer that was open on the weekend, and in return Carmax had to refund part of my warranty deductible. The latest issue I have had with the service department, is that my car was suppose to receive a service; 40,000K service, replace spark plugs and to investigate a coolant leak. I now believe that all of these services were not done, yet I was charged for the service and the coolant problem still remains. While supposedly conducting the services, their service department lost my tire key and now I am unable to get a damaged tire off of my car for repair at a tire shop. I went to the Carmax service department and they told me to buy another tire key and then they will reimburse me, which I think it is ridiculous that I have to correct this mishap, and now, as usual, I have not been able to get in contact with them again to discuss the key and to get an answer from the supervisor about the coolant issue. In the past, I have called the corporate office, but nothing seems to change. They continue to change management and it is impossible to get someone to answer the phones or to help with all of the continued service issues I have had. I have called numerous times and left a message this past week since the 6th, trying to get management to call me back. As of today, I have yet to hear back from them. I feel that I have no other recourse than to file a complaint with your bureau.Desired Settlement: I want the existing repairs to be fixed and paid for by Carmax, in addition to the missing key replaced by the services department. I would also like the service department to be held accountable for their terrible customer service, whether that means a change in policy or management from corporate. As of today, nothing has gotten better since my first complaint to corporate over a year ago.

Business

Response:

April 9, 2014

Re: Complaint ID [redacted]

Dear [redacted]:

I am writing you in response to your letter dated March 14, 2014, wherein you forwarded a complaint from [redacted]. [redacted] requested in the desired settlement for CarMax to repair the existing concerns with her vehicle at no cost and to replace the missing tire key. Additionally, [redacted] requested that CarMax be held accountable for the level of customer service she received.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about August 29, 2011. [redacted] mentioned in the complaint that during a previous repair visit she addressed a coolant concern. Ms. Graham brought the Vehicle to the Service Department on or about January 16, 2014 to have the spark plugs replaced and a 40,000 mile recommended service performed. However, CarMax’s records indicate that a coolant concern was not notated at the time of service or anytime thereafter.

[redacted] mentioned in the complaint that the Vehicle’s tire key was misplaced by the Service Department during her service visit. CarMax reimbursed [redacted] $26.75 for the missing tire key.

CarMax has communicated [redacted] feedback regarding the lack of communication she has received and invites her to contact the Customer Relations Department at[redacted] in order to assist with any remaining concerns she may have. The Customer Relations Department can be reached Monday through Friday during the hours of 8:30 AM to 8:00 PM EST.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced and considers this matter resolved.
Please contact me at ([redacted] extension [redacted] with any questions you may have.

Sincerely,

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. 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,