CarMax , Inc.

Review: I purchased a vehicle from Carmax – [redacted] on Saturday 7/12/2014. My car has been in and out of the service department since Wednesday 7/16/2014, which I will complain and review about in a separate complaint.

Because I drove down to [redacted] from [redacted], ** to purchase the vehicle I was told that my taxes could not be included in my loan since I was a [redacted] resident and needed to pay taxes in my state of residence.

I was prepared to pay the out of pocket tax expenses to register my car in [redacted],**. However, I have been in the middle of a corporate restructure at my company and my roles and responsibilities have changed, which require me to be in the office less. I was given the choice to work from wherever I wanted to. My family and I are from [redacted] so I chose to move back home to be closer to my sickly mother. I immediately gave Carmax a call on 7/30 to advise them that I will be moving to [redacted] so they knew what [redacted] to send my information to. [redacted] ran my situation by the sales manager and advised me that the only way I could register my car in a different state was if I return the car and re-buy it. She also stated that there was no guarantee that my lender would finance me again. [redacted] advised me that the easiest thing to do is register the car in TN and move to AL with TN plates and tags.

After moving to AL I contacted both TN and AL DMV’s to explain my situation. Both DMV’s advised me that the law states that I should register my car where I live and or spend most of my time. Now that I’ve switched my driver’s license over to AL I would have to drive back to [redacted] and switch my drivers license back to TN just to register my car. Additionally, I don't have an address in TN anymore to switch my license back over and register the car to. I don't know why this is such a big deal. I just want to do what’s right and follow the law, however, Carmax seems to be suggesting otherwise.Desired Settlement: Allow me to register my car in the state I now live in ([redacted]) with out having to return and re-buy the car.

Business

Response:

August 28, 2014

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 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!!.

Review: I signed purchasing documents through CarMax and I was approved for financing and I have met all the requirements of said financing. CarMax has produced financial documents to the financing company with my name and address attached. I did not provide this false documentation to CarMax and they refuse to correct their wrong. I have spoken with several different departments including Legal, Customer Relations and so on. I keep getting the run around and tossed placed to place in order for my financing to expire. I have been lied to by Legal, Customer Relations and the walk-in store about certain situation being handled by CarMax. I have been told by [redacted] in Customer Relations that [redacted] in the Legal Department has sent emails regarding the finalization of this loan, to turn around and ask [redacted] in the Legal Department and she denies ever sending any emails at all. I have also been told by Customer Relations, and the walk-in store that the financing company has refused to do business with me. I have spoken with the financing company and they are only waiting on documents that I have provided to CarMax. CarMax has refused to send my documents over to the financing company and has wasted a lot of my time. I need this issue resolved now.Desired Settlement: Completion of my financing.

Business

Response:

July 8, 2014

Review: I was really hoping not to have to write this. I had been searching for this car forever. When I saw it on your site I called immediately and told them if they pulled my credit and numbers worked I'd be out to pick it up that day. Gave them info... 20 minutes later they called me with favorable results. I left work early and was out there by 1:30pm or so. I met my sales person [redacted]... gave them my [redacted] to do an appraisal on and we took a drive around the block in the 2011 [redacted] I was considering buying. We went back to his desk while we waited for the appraisal to come back. I noticed on the CarFax the car had an accident... I asked my sales person specifically if ANY work or ANY items had been replaced on the car. He said no, and that if there was any mechanical repairs done as a result of an accident it would be likely that the car would be placed up for auction... So most likely this was just a paint type thing since there was no report...I called my friend [redacted] who has access to a dealership to pull VIN information and he told me the car still had 6 months of maintenance free warranty left and that the VIN number didn't show any work had been done. I reiterated to [redacted] that I was concerned about it because [redacted] repairs are not cheap and didn't want to worry about it. He told me they had no information showing the car had anything done to it. Then my appraisal on my car came back more than $3500 under what I had been offered elsewhere. However comparable certified cars were going for around $[redacted]0... So at a tag of 34,995... Even if you add $3500 to it... I still had enough left over to purchase an extended warranty from the dealership. This was the color combination I had been waiting to find so I conceded the trade or purchase price on my vehicle. We again spoke about the Carmax process of car intakes and how they are screened aggressively... and because of the reputation of the business and the sheer size of it I didn't feel like I had to be overly suspicious (In the past I was sold a $30000 car that had frame damage... I was 100% left holding the bag on that as it was chewing up brake pads and rotors... So I am quite sensitive to these sorts of issues... That car also had no damage report and it was hit by a plow while it was a dealer loaner... the dealership masked it and just auctioned it without reporting anything). We did the paperwork, I paid my $2000 down payment and I was off. When it was all said and done I had a car payment of about $650 a month and a car with options and colors that were exactly what I wanted.

3 days after I left the dealership and probably about 50 miles of driving... the car computer started telling me I needed service. The only notice it gave me was a brake issue. I set an appointment with my local [redacted] dealership and took it in that day. They took my key, plugged it in and came back telling me it needed a lot of work... A major recall that required the engine bolts to be replaced, it needed an oil change, amongst other things (I have all the paperwork to support this). So I didn't get super upset as they said it was all covered in my maintenance free warranty. So I hopped in the shuttle and went to work. I get a call saying that the car didn't need brakes and that maybe the computer had a glitch and they needed the car overnight... but I couldn't leave it. They assured me I could drive it... So I picked it up and then dropped it off again the next week. They reprogrammed the computer and told me it should be ok. I pick it up and leave... I drive it for another 150 miles and the same warnings pop up on my computer. I call [redacted] again and they say maybe the computer has a glitch. I schedule again and take it back in. They ask for me to leave it for a few days. Later in the afternoon I get a call and the first thing he asks me is if the car had been in a wreck... Which is quite alarming to me after the extensive conversation I had at your dealership when I bought the car. I said not to my knowledge and why did they think that. He then told me 2 rims were cracked and repaired and a whole bunch of the brake system was aftermarket and not OEM parts. Considering all maintenance is covered on a new [redacted] it wouldnt make any sense for the owner to pay out of pocket and choose aftermarket parts. I called your dealership and explained the issue and was transferred to a voicemail for a service supervisor. I left an extensive message. Hours later hearing nothing I called the home office and spoke with [redacted] at extension [redacted]. She fielded all my concerns and said she understood my concerns. I had the car about a month, put around 300 miles on it and it had already spent 7 full days at a shop... Costing me work time, travel issues and etc. She said because it was late I shouldnt expect to hear anything that night. So I went home. Next day by around 2pm I hadnt heard anything and called [redacted]. She had just gotten back from some training and told me she was putting me in touch with [redacted] who was head of operations. I called him an hour and a half later at extension [redacted] in the [redacted] location and left a voicemail. I didn't receive a return call until the next day. Upon speaking with him he told me they repaired the rims, did the brake pads and sensors but not any rotors. I asked him why this wasn't made available to me when I requested information with regards to repairs done to the vehicle before my purchase and he flatly told me that the sales team doesn't have access to the same information he did. My question was why the rims would have to be fixed and why non OEM items would be installed on a car where maintenance is free. Its usually an indication of insurance work trying to save money. He claimed that it was because it didn't meet standards to go onto the lot... but sending it out there needing an oil change... a major recall that hadn't been completed and etc was completely ok. [redacted] told me I would have issues getting an extended warranty and I expressed it to [redacted] the [redacted]... he then sent me to [redacted] who is the [redacted]. I rehashed all this with him and he began asking me what I wanted to do. Frankly I have a car with a bunch of repairs done to it that I have no idea what could turn into down the road. I dont want repaired rims, I don't want non-OEM parts that void my maintenance warranty nor give me issues with an extended warranty. He said he would do some talking and get back to me. Next day I hadn't heard anything again so I called and asked for [redacted] (Notice a pattern here... I am always doing the reaching out). He asked what I wanted to do and I said I needed OEM parts, if I had them [redacted] would sell me an extended no maintenance plan but not an extended warranty. [redacted] asked if I would buy a warranty from them cash... I declined. I should have had until April to buy one from [redacted] and I planned to save a few hundred a month to put that money together. Dropping $3000 this close to Christmas especially being in a service industry is not feasible. He said he would ask and get back to me. I have not heard a single thing from [redacted] since last Thursday evening. I am becoming nervous and very concerned this is turning out to be like my last experience buying a car where I asked about repairs and the dealership decided not to show their cards. I ended up trading it at a huge loss and it was extremely stressful for me.Desired Settlement: At this point I will need to have new rims installed, OEM parts installed where off brand items were used and I want Carmax to give me an extended warranty that I would have had... free of charge. With this outcome I get my service warranty, I have an extended warranty and I don't have to worry that this car will start showing signs of a bad accident.

Outside of that... I am open to you giving me a different car in place of this one. I would need to see what you have in stock that I would want as much as I wanted this color combo and options setup. I am very upset it is coming to this. I haven't been this excited to purchase a car since I was a kid.

Business

Response:

[redacted]

Review: Purchased car from CarMax in [redacted] on 7/25/14. Already had some issues and was taken in for a new windshield and a/c not working right. Now have problem with shifter not going all the way into park, actually stuck @ reverse. Called to have repaired and was told that 30 day warranty is up will have to have repair completed through my extended warranty. I feel that this car was not inspected properly before selling. If it were there would not have been a crack in the windshield and the air conditioning would have worked properly when I brought it home. I feel there is negligence on the part of CarMax, [redacted] for not inspecting this vehicle thoroughly before selling and therefor CarMax should be responsible for the repair needed for the shifter/transmission.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

CarMax to reimburse myself for the deductible on my extended warranty of $100.00.

Business

Response:

October 20, 2014

[redacted]

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

Thank you for forwarding the complaint dated September 11, 2014 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about July 29, 2014. [redacted] requested in the desired settlement for CarMax to reimburse her $100.00 for the cost of her deductible.

[redacted] brought the Vehicle to the Service Department on or about August 8, 2014 to inquire on multiple concerns to include an air conditioning and windshield concern. CarMax diagnosed the Vehicle and made the necessary repairs at no cost to [redacted] under the 30-Day Limited Warranty.

According to the complaint, [redacted] later called the Service Department regarding a shifting concern and was advised that she would be responsible for paying the cost of her deductible outside of the 30-Day Limited Warranty. CarMax’s records also indicate that the Vehicle was not brought in within the first 30 days of ownership for a shifting concern. However, CarMax will reimburse [redacted] the cost of her deductible as a gesture of goodwill.

[redacted] will have 30 days from the receipt of this letter to present a paid invoice to the Service Department in Burbank, California or fax in a copy to [redacted]

CarMax appreciates the opportunity to respond to this complaint and at this time considers the gesture of goodwill the resolution to the complaint.

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: Purchased [redacted] at the CarMax [redacted] The vehicle purchased only had one key fob, so CarMax was going to have another one made, but that I would have to bring the vehicle in. I live in Sulphur, LA, so they decided that I should bring to the Baton Rouge, LA location because it was closer. I called to make an appoint., but they only offer key fob services on Tues and Thurs from 8-10am. I was unable to make these times due to work and living 2 hours away. I called and spoke with Sharon (ext 0222) in Customer Service at CarMax headquarters in Virginia. Sharon was able to get in touch with the Baton Rouge location and have them agree to let me bring to a dealership and they would reimburse me. [redacted] of Car Max in [redacted] called and stated that I could fax or e-mail a copy of the receipt and they would process the refund. I had the service done at the Subaru dealership in Baton Rouge on 4-25-15. I submitted the receipt on 5-1-15 to [redacted] and received no response. I sent a follow up e-mail on 5-11-15 checking on status of reimbursement. I sent another e-mail on 5-12-15 asking for a response. Received response on 5-13-15 that he was out of town, he had sent the receipt to the service manager, and that I could call and speak with the [redacted]. I called and left message for the [redacted], on 5-15-2015 at 9:13 am CST and did not receive a return phone call. Sent e-mail on 5-19-15 to [redacted] "I left a message last week for James and he did not call me back. Do I need to call CarMax customer service number to get this taken care of?" Received a response the same day the he printed out receipt and gave to service manager for reimbursement. Sent follow up e-mail on 5-26-15 asking for update. No return e-mail received. Called and left message for Sharon at headquarters and received a call back on 5-26-15 (voice mail) that she would partner with store to see about refund. Left voicemail for Sharon on 5-27-15.[redacted]

[redacted]Desired Settlement: I want my refund in the amount of $324,17 ASAP.

Business

Response:

June

15, 2015

Via Electronic Mail

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

I am

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

On March 21, 2015, Mr. [redacted] purchased a [redacted]

(the “Vehicle”), from the CarMax of [redacted] In his complaint, Mr. [redacted] is requesting

that CarMax send a refund of $324.17 for the reimbursement of a key fob that he

purchased.

CarMax

regrets the delay in the reimbursement. CarMax

has issued a check for $324.17 on 6/8/15.

The check was mailed USPS directly to Mr. [redacted]. CarMax appreciates the opportunity to respond

to this complaint. If you have any questions, please call me at [redacted]

Sincerely,

Review: I dropped my car off for service on a Thursday an e-mail was sent from [redacted] regarding what parts needed to be serviced. On Friday I was told that nothing was wrong with my car. I have a warranty on this car through CarMax and they failed to honor it by declining to service my car.Desired Settlement: That they honor my warranty and make the necessary repairs to my car!

Consumer

Response:

I purchased it from CarMax ** in [redacted], [redacted]. I purchased a [redacted] and I took it in for service at the [redacted], location in[redacted], [redacted] . Please let me know if you have any other questions. Thanks ...

Business

Response:

November 7, 2014

Review: I have an check engine light that came on 5 days after purchase. I have taken the [redacted] back 3 times. This issue was not given to me at time of purchase. I have had the vehicle sine June of 2015. The first time they said it is the evap system and allegedly replaced the gas tank,reset the system and sent me on my way. 5 days later the check engine came in again. I took it back in an the mech said oh it's just a [redacted] we can't fix it and I'd just let it go. It's not gonna hurt anything. I took it to a [redacted] dealership in az an they said yes they cud fix it for 300.00 carmax made no attempt to want to fix this problem. I have an warranty on this vehicle an want this fixed by carmax under the warranty I'm laying for.Location: [redacted]Make: [redacted]Model: 2011Owner/Co-Ownder? YesDesired Settlement: Fix the problem under warranty that I pay for without any out of pocket expense

Business

Response:

March 22nd,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted] (VIN: [redacted]

the “Vehicle”)

2011 [redacted]

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Ms. [redacted] regarding her purchase of

the Vehicle from CarMax of Gilbert, AZ (“CarMax”) on July 2nd, 2015.

At

that time, Ms. [redacted] also elected to purchase a MaxCare Extended Service Plan

(“ESP”) for a term of 60 months, or until the Vehicle exceeded 100,000 miles,

with a deductible of $100.00. In her complaint, Ms. [redacted] requested repair of

the Vehicle for a check engine light concern free of charge under the ESP.

CarMax

was aware of Ms. [redacted]’ concerns on the Vehicle prior to receiving this

complaint. A review of CarMax service records indicate that repairs were

completed on the Vehicle to address a check engine light concern on November 19th,

2015. At that time, CarMax determined that the fuel cap failed, causing the

check engine light to come on. CarMax replaced the fuel cap and the check

engine light turned off.

Ms.

[redacted] scheduled an additional appointment on February 3rd, 2016, for

a check engine light concern; however, did not show for this appointment.

CarMax would be happy to diagnose any of Ms. [redacted]’ concerns if she would

like to make an appointment. If there are any repairs needed that are related

to previous repairs which were completed, Ms. [redacted]’ concerns may be covered

free of charge under CarMax’s 6-month, 6,000-mile guarantee if Ms. [redacted] has

not exceeded the mileage parameters.

CarMax service department

can be reached at (480) 518-8101, option 4. If Ms. [redacted] has any further

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

Thank you for providing CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

Review: On 3/27 Carmax Laurel sold me a new [redacted] that, per VIN no. in [redacted] database already had a recall date of 2/12/2014 active against the vehicle sold. No notice was provided to customer, even tho active recall began on 3/21, 6 days prior to sale. Recall on vehicle only learned about, by accident, after sale, and both salesman and dealer denied any prior knowledge. Took 6 days of fighting over the phone with dealer and natl. company to get vehicle fixed before being driven on a long trip. Dealer refused to slot an appt. but also refused to provide loaner car or $ to get a rental to make up for day's loss of new car use. No apology rendered by dealer.

Product_Or_Service: [redacted] Order_Number: [redacted] Account_Number: Stock # [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

A financial settlement of at least $100, to cover cost of rental car and time lost trying to get defect replaced on a new vehicle that never should have left the lot. Personal work-time lost. The software repair would have cost the dealer nothing ([redacted] covers the $65 cost)!

Business

Response:

May 5, 2014

Review: On 8/24/13 my husband and I went to the Carmax location, located in Stockbridge, GA where we meet a nice older gentleman by the name of [redacted]. He helped us with narrowing down a SUV that we liked, which was the [redacted]. Unfortunately that location did not have the particular via we were looking for however the Carmax in Columbus, GA did, which is more than an hour away. [redacted] was very kind and called the Columbus location on our behalf and confirmed with [redacted] that he would hold the vehicle for us because we would be coming down that day to purchase it. Before my husband and I left, I called and confirmed with [redacted] the "walking out price" and that we were on our way to purchase the SUV. When my husband and I got to the location, we were nicely greeted and told by one of the employees that they would have to go and find [redacted] for us. We further explained to that employee that we were there to purchase a [redacted], and he quickly pulled a printout of three vehicles that were on the lot, 1 of which was the one that we came to purchase. As we continued to wait for [redacted], my husband and I walked the Columbus lot to see if we could find the vehicle and notice an SUV with 1K miles less but [redacted] more than the one we were there for. We also noticed, what later was confirmed as the SUV that we came for, being pulled in one of the back lots. Needless to say when we did meet [redacted], he explained that our vehicle had just been sold. Of course we asked him what happen and he continued to explain that although he put the vehicle on hold in their system but because he did not put a note in the system, then one of the managers deleted it. He also openly expressed his frustration with his own sales team, including managers. My husband and I later spoke to one of the managers, [redacted], and he was very nonchalant about the situation and blamed everything on his employee not following the right processes. To me he portrayed what I call a “Nice-Nasty” behavior. He did not offer up any solutions until we asked him how he was going to resolve the situation. He later offered to find us another vehicle and would waive the $100 fee to transport the vehicle. However, we explained to him that his offer was not a proper nor acceptable solution seeing how we confirmed twice that we were coming to purchase the vehicle and if we wanted a vehicle transported then we would not have driven an hour out of our way to come to Columbus, GA. We did however; give him the solution of selling a similar vehicle with 1K less but $1K more to us at the same price we would have paid originally. [redacted] response was that he would have to check. So my husband and I waited for some time. In the meantime, I went back to the front and started talking to the greeter at the desk, [redacted]. I asked him what was the number to their corporate office and he said that he did not know but would look it up on the computer. So as I was standing there, he proceeded to do so. I also asked him, how many managers are typically on a shift, and he responded that there could be several but at least 2. So I asked him could he tell me their names? He responded that he could get one of them for me, however I explained that was not necessary, he could just give me their names. But my interaction with [redacted] after that question was very weird and troublesome. I kept politely asking him for his managers' names and he was very hesitant in given them to me and even mentioned that they speak with one voice. I definitely did not understand why he made that statement. At one point he even asked me why was I getting upset with him, when I was not and directly told him that I thought our brief interaction was not only weird but somewhat comical and that I could not believe that he could not answer a simple question of "What are the names of your managers". After that he responded, as if he was in shock of what we had been discussing for the last minute, "oh you want the names of my managers, they are[redacted] and [redacted]". He then mentioned that he would have to ask one of his managers for the corporate number and would get back to me. Minutes later [redacted] and an employee named [redacted], introduced themselves to my husband and me and explained that they came up with a solution to sell us another [redacted] on their lot for the same price. I also thought that this was an ironic interaction seeing how we had offered that same solution to [redacted], the other manager. But [redacted] and[redacted] presented it as if [redacted] did not even share with them what was going on. So at that point my husband and I wanted to test-drive the vehicle. When we were getting ready to drive off the lot we had to convince the sales rep. [redacted] to ride with us because he told us that he would rather not due to the paperwork that he had to finish. When we returned to sign all the paperwork, [redacted] was very slow full and had to check with his manager on every issue presented to him. In addition, before we even started the paperwork with [redacted], I explained that I would be purchasing the vehicle and that my husband's name should not be on any of the documents. Instead of listening to me he proceed to add my husband and at the end of the process stated that he would need to re-do the paperwork. At this point my husband was frustrated, so he decided that we should leave. But due to the price of the vehicle, I convinced him that I would proceed in purchasing the SUV. When I returned inside to purchase the vehicle, it was like pulling teeth to get one of the employees to sell me the SUV. I literally had to ask one of the employees named [redacted] to assist me, which she did. Gina did exhibit great customer service skills and was able to get all of the paperwork done quickly. By far this was the worst experience I have ever had with purchasing a vehicle.Desired Settlement: I am unsure of what or if anything could resolve this. I mainly wanted to make sure that someone knew so other customers did not have to go through the same experience.

Business

Response:

September 26, 2013

VIA ELECTRONIC MAIL

Revdex.com Serving Central Virginia, Inc.

<st1:address w:st="on"><st1:Street w:st="on">720 Moorefield Park Drive, Suite 300

<st1:City w:st="on"><st1:place w:st="on"><st1:City w:st="on">Richmond, <st1:State w:st="on">VA <st1:PostalCode w:st="on">23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am writing in response to the complaint filed by Mrs. [redacted] with your office regarding her experience purchasing a [redacted] from CarMax.

[redacted] purchased a [redacted] (“the Vehicle”) from the CarMax located in Columbus, Georgia (“CarMax”) on or about August 24, 2013. As a gesture of customer service, CarMax provided consumerism in the amount of [redacted] towards this purchase to resolve Mrs. Malloy’s complaint. CarMax considers the gesture of customer service the resolution to this complaint.

CarMax apologizes for any inconvenience [redacted] experienced and would like to thank her for her feedback. Mrs. Mallory may contact me at (804) 747-0422, ext. 4443 with any questions. Thank you for providing CarMax with an opportunity to respond.

Sincerely,

Sr. Analyst, Customer Relations

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,

Review: In 2012 my boyfriend got a vehicle from Carmax, he passed away 2 weeks after he purchased the vehicle. My father co-signed for the vehicle at the time of purchase, and when [redacted] passed I started making the payments on the car and have been making them for over 3 years. This vehicle has been nothing but problems and it has been in the shop more than I've had it. The last 7 months has been the worst with this vehicle, it has been in the shop 3 times for multiple issues. Currently it is cutting off while I'm driving and the whole car locks up. I have 2 children and they have been in the car with me when it's happened. Yesterday I was driving and it cut off and I was going around a turn and ran into a ditch. Carmax said they have fixed the issue twice already and the problem is still occurring. I still owe $8500 on the vehicle and I got it appraised and they only offered me $2500 and its value is at $7000-$9000. We got the vehicle right at 90k miles and in 3 years I've only put 25-30k miles on it. It has been one problem after another and something needs to happen. I shouldn't be afraid to drive my car.Location: Charlotte,NC-Independence BlvdMake: [redacted] Model: [redacted]Owner/Co-Ownder? No[redacted]Desired Settlement: Carmax to pay the remainder of the loan. The vehicle is unsafe and they can't seem to fix the issues.

Business

Response:

December

29, 2015[redacted], Operations Supervisor720

Moorefield Park Drive, Suite 300Richmond,

VA 23226RE: [redacted]VIN: [redacted] (the “Vehicle”)Dear Mrs.

[redacted], Thank you for forwarding the

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

of the Vehicle from CarMax of Charlotte, NC (“CarMax”) on August 18, 2012. In her complaint Ms. [redacted] states that the

Vehicle has had ongoing service concerns, including the Vehicle cutting off on

or around December 11, 2015, and requests that CarMax pay the remainder of her

loan. On December 11, 2015 the Vehicle was

brought to CarMax for service. CarMax attempted

to diagnose the Vehicle but was unable to duplicate the concern. CarMax sublet the vehicle to a local Dodge

dealership who could not duplicate the concern.

CarMax recognizes that Ms. [redacted] is

dissatisfied with the Vehicle. While

CarMax remains committed to repairing identifiable issues, CarMax is unwilling

to provide any additional relief. Should

Ms. [redacted] wish to sell the Vehicle, she is welcome to bring it to CarMax for

an appraisal.If

Ms. [redacted] has any additional questions, she may contact me at 1-800-519-1511 ext.

[redacted].Sincerely,Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

Review: I purchased the vehicle approximately 9/26/2015. Almost immediately, there was a malfunction with the rear view camera. CarMax advised to take the vehicle to BMW to have their rep inspect. BMW was able to resolve the camera malfunction and upon full inspection of the vehicle, determined that my tires had ABNORMAL wear and tear as a result of needing an alignment. The rep at the BMW dealership then had a conversation with CarMax re:the same. CarMax requested that I make an appointment and bring the vehicle in so that they could inspect as well, prior to approving any work to be done. Upon inspection from CarMax, it was found that an alignment was needed and should've been performed prior to sale. CarMax has since agreed to perform a 4wheel alignment to prevent any additional damage, but will not replace the tires as they feel the damage is minimal and the current tread passes for NC safety as well as CarMax safety standards. The issue that I am having is the fact that the dealership will perform maintenance (that should've been performed prior to sale) to prevent additional damage, but will not take responsibility for damage that has already been done. They have acknowledged this issue, but are not willing to take FULL responsibility and correct. I have tried to resolve this matter twice before resorting to filing this complaint. I spoke with the serving manager (Enrique P[redacted])and voiced my concerns on 11/2 and was advised the tires would not be replaced. I then called their headquarters on 11/3 and spoke with an individual by the name of Nick (no last name was given). We discussed my concerns, he reached out to the purchase location and returned a call to me advising of the same outcome. That while they acknowledge the damage due to lack of the alignment, they would not be replacing the tires because the current tread passes both NC state safety standards as well as theirs. I am extremely disappointed and taken aback by the unwillingness to resolve this issue.Location: 10510 C[redacted]c Street Pineville, NC 28134Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: In addition to completing the 4wheel alignment, my resolve would be for CarMax to replace the tires as well.

Business

Response:

November 16, 2015

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Tchernavia [redacted]

Complaint ID: [redacted]

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

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated November 3, 2015 regarding

the Vehicle purchased from the CarMax store located in Pineville, North

Carolina (“CarMax”) on or about September 26, 2015.

In this complaint, Mrs. [redacted] cites issues with vehicle

alignment and tire wear, and requests that CarMax replace the tires at no cost

to her. CarMax’s records indicate that

an alignment on Mrs. [redacted]’s Vehicle was completed on or about November

6, 2015 to resolve her alignment concern.

Service records indicate the Vehicle’s tire tread measured above both CarMax

and North Carolina state safety standards.

As a gesture of goodwill, CarMax offered Mrs. [redacted] the option to replace

the Vehicle’s tires at wholesale cost.

CarMax’s records indicate that this offer was extended to Mrs.

[redacted] on or about November 13, 2015.

Should she wish to pursue replacement of the tires, Mrs. [redacted] is

welcome to contact the service department at CarMax directly.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at [redacted] extension [redacted]

with any questions you may have.

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 belowI do not feel this is the appropriate [redacted]er to resolve the issue as I would still be spending $$ to correct an issue that stemmed from their negligence. In my original complaint, I advised that they were willing to perform the alignment in an effort to prevent any additional damage to the tires, however, extending an offer to me to purchase tires at cost does not represebt them taking full responsibility for the damage that occurred prior to the alignment. They've acknowledged on more than one occasion that the alignment caused the damage, minimal or otherwise. The challenge seems to be that because the tire treads pass state safety standards and CarMax safety standards, CarMax does not feel the need to assume responsibility. I don't see how the customer is being treated fairly by paying $$ to replace tires that were damaged as a result of REQUIRED maintenance not performed prior to sale. Why should the customer be penalized for their mistake?

Regards,

Review: A year and a half ago I purchased a [redacted] for $11,500, which along with MaxCare warranty reached $13,500, well above Kelly Blue Book values. The salesperson assured me the higher value was justified by the excellent condition of the car and that if I wanted to trade it in, it would be an easy process. I brought the car in for an assessment, letting them know that I wanted to exchange it for an AWD due to the snow. I voiced my concerns to another sales representativ eabout the value and they assured me that cars that had undergone their reconditioning process would carry their value. The assessment came back at $4,000, which they told me was an excellent offer because the car was in excellent condition.

I feel very strongly that I was pressured into purchasing an unfairly priced car and misled to beleive that I CarMax would honor that value (or at least that value with some depreciation)should I need to trade it in for another car.

Had the sales representative been upfront and honest with me at the timne of purchase that any vehicle approaching the 100,000 mark would lose 70% of its value, I would have never proceeded witht he purchase. I beleive I had a reasonable expectation of honesty due tot he fact that CarMax advertises their honest and upfront approach and fair pricing.

I feel horribly deceived and cheated out of a great deal of money and do not fee it is fair to others for you to present yourselves as an honest used car sales company.Location: Littleton, CoMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would expect a fair reimbursement for the sale of my car to you to allow for no more than 20% depreciation per year, i.e. a value of $8,000. This is the only settlement that could justify the price at which you sold me the car in July of 2013. Alternatively, I would be happy to accept this value as a downpayment for a new car from your store, meeting the AWD requirement.

Business

Response:

March 27, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:I am writing you in response to your letter dated February 18, 2015 wherein you forwarded a complaint from Ms. [redacted]. Ms. [redacted] requested in the desired settlement for CarMax to re-appraise the Vehicle and make her an offer of around $8,000 to use towards the purchase of another vehicle.Ms. [redacted] purchased the Vehicle from the CarMax store located in Littleton, CO on or about June 14, 2013 for a sticker price of $10,998, and mileage of 77,373.The Vehicle was brought back to CarMax for an appraisal on or about February 7, 2015 with a documented mileage of 93,868 miles. CarMax completed a thorough inspection of the Vehicle and offered Ms. [redacted] $4,000. Ms. [redacted] declined CarMax’s offer.CarMax evaluates several factors during an appraisal to include a vehicle's age, mileage, make, model, condition, parts, options and features, and also, market trends - all of which were taken into account at the time CarMax appraised Ms. [redacted]' Vehicle. Furthermore, CarMax is unable to foresee or determine the outcome of any appraisal prior to it being brought in for a thorough inspection and test drive. Therefore, CarMax is declining the settlement as set forth in the complaint and encourages Ms. [redacted] to visit a CarMax nearest her if she would like to have the Vehicle reappraised for the current market value.CarMax would understand if Ms. [redacted] chooses another avenue for the marketing and sale of the Vehicle as she is under no obligation to sell the Vehicle to CarMax.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed. Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

Review: I bought my vehicle at the [redacted] branch of Carmax in 2009. At that time I purchased an extended warrenty with my vehicle. In April 2012, I considered trading in my vehicle at the [redacted] Carmax location. At that time I had an outside bank preapproved loan. While starting to go through purchasing the vehicle we started paperwork to cancel the extended warrenty on my current vehicle. I decided to not go through with the purchase as my private bank loan could not be finalized as I was there on a weekend. Prior to leaving the Carmax in [redacted], I was told that the warrenty cancellation paperwork was null and void and my warrenty was still valid on my vehicle. I was told if I received a refund check in the mail then I needed to call to have it fixed but was reassurred that this would not happen as the paperwork did not get processed. I never received a check in the mail. I have not had to use my warrenty during this entire time. I recently made an appointment as my vehicle was not functioning properly and the check engine light had come on. The day of my appointment (8 Jan 2014)I found out that my warrenty was cancelled in 2012. The refund was credited without my knowledge to my loan on my vehicle. I spoke with [redacted] at Carmax corporate who reported she would research the situation further (9 Jan 2014). Later in the day, [redacted] called me and reported that my warrernty was to be reinstated as this was an error on the carmax end that should have never occurred. She reported that they were still figuring out "which store would be responsible" for reinstating the warrenty, She reported that she would contact me on 10 Jan 2014. I never received a phone call from her on Friday but I did receive a call from a man in the service department at the carmax where my appointment was in [redacted]. He stated on my voicemail that the diagnosis was complete and that once my warrenty is reinstated I would just owe the $50 deductible. On Saturday 11 Jan 2014, I received a call from [redacted] at the [redacted] store stating I needed to come in the the store to pay the $617 to reinstate my warrenty. I explained to her that I was told by [redacted] that she reported to me that Carmax had admitted fault and they were deciding on who was responsible for reinstatment between the two stores (purchasing store in [redacted] and [redacted] store). I told [redacted] I would contact [redacted] Monday as I was hearing different stories. I called [redacted] Monday who then reported to me that yes even though Carmax had made the accounting and clerical error I was responsible for their mistake. Her rationale was that there are excessive other fees to reinstate the warrenty from the dealer end that had to be paid as well and Carmax had to pay those. This was not explained further. This is not my problem . I did not make a clearical error or promise a customer that everything was valid and my warrenty was active. Meanwhile, I have been without a car for 6 days and no work could be done on the vehicle since the warrenty was not reinstated. I was not even able to get a rental car until today 14 Jan 2014. In the end, I ended up paying the $617 13 Jan 2014 as my warrenty expiration date in 19 Jan 2014 so I was running out of time to correc the problem. I work ~18 miles from my home and work very early and sometimes until very late hours. I was unable to do my duties at work on Sunday (12 Jan 2014) and had collegue cover for me that day. The way I look at this situation is Carmax lied to me about my warrenty cancellation and assured me my warrenty was still valid in 2012. They als at one point told me the stores were responsible for reinstating my warrenty. Now they admit their own fault to the situation but I as an individual am responsible for a corporation's errors. They did nothing to try to remedy their mistake in this matter and I am sure that part of the reason was that they knew I was racing with a deadline. I either had to pay $617 or have no warrenty and foot the entire cost of my repairs which from my understanding are quite high. I am not planning on keeping this vehicle for an extended period of time as I am moving to overseas on military orders this summer so my car will be sold prior to my move. I just need my car to make it 6 more months and a cross country drive to my home state, so making large repairs on a car that I should have had an active warrenty on would be outrageous. I paid off my load with carmax in December 2013 and am I am now the title holder. I actually paid my loan off early. It pays to be responsible.Desired Settlement: I am not sure what resolution can be done but I feel that this situation was handled in a completely inappropriate and unacceptable manner. Is the consumer supposed to single handedly be respoinsible for a corporation's errors. In my carreer, I am responsible for all of my errors and in my profession, because I am a professional and not a coporation, I would considered unethical for not doing so. I appreciate any help in this matter that the Revdex.com could assist with. Ideally, I would love to have my $617 refunded for my inconvenience in this matter. I have been without a car for 1 whole week without any repairs being performed because they cancelled my warrenty but clerical error and has affected my time at work and home. Carmax should learn to provide a little customer service and maybe take responsibility for their mistakes. I believe this is what we are supposed to do is be responsible and right our wrongs, but apparently this does not happen. I appreciate any assistance you may have in this matter. Thank you.

Business

Response:

[redacted]

Revdex.com

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted] VIN [redacted](the “Vehicle”) that she purchased on or about January 19, 2009 from the CarMax store located in [redacted]. In this complaint, [redacted] is requesting reimbursement of $617.00.

As stated in her letter, [redacted] purchased the Vehicle along with the Max Care, Extended Service Plan. On or about April 15, 2012 [redacted] test drove another vehicle at the CarMax store located in [redacted], [redacted] with the intention of trading her Vehicle in and at that time the cancellation of the Max Care plan was discussed. [redacted] signed a Return Agreement requesting cancellation of the MaxCare coverage. The paperwork was processed which generated a refund which was subsequently sent to CarMax Auto Finance to be applied to [redacted] loan.

[redacted] , as stated in her letter, decided to not trade in her Vehicle. She also stated prior to leaving the CarMax in [redacted], [redacted] she was told that her cancellation paperwork was null and void and that her Extended Service Plan was still valid. CarMax regrets that we are not able to verify the conversation due to the amount of time that has lapsed since that transaction took place. However, in light of the circumstances, CarMax was able to have [redacted] ESP reinstated and only requested that [redacted] pay back the $617.00 that was sent to her Finance Company when the cancellation took place on or about April 15, 2012.

CarMax regrets the inconvenience that this caused [redacted] CarMax appreciates the opportunity to respond to his complaint; however, CarMax is declining the settlement request as set forth in this complaint.

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

Sincerely,

[redacted]Analyst, Executive Response Team

Review: I bought a 03 [redacted] from Carmax in IOntario, Ca. during the sales process we were informed of the maxcare warranty. The sales person said that it would only cost $50 for the repairs of the vehicle. He even showed my wife and I on the screen how much other customers had paid $50 for repairs on their vehicle. Within 31 days of purchasing our vehicle a battery charging light came on. I called and carmax informed me that I would have to make an appointment for next week and they would have to approve a rental car. At this time we had one car as a family of 6we need our vehicle. Carmax informed me that it would be $250 regardless of what is wrong with the vehicle. I chose not to get my car fixed at carmax due to the appointment day and time and the need of my vehicle. On memorial day my truck broke down. I I work next to [redacted] and they tried to give me a jump but it didn't work. I call carmax maxcare and they are closed for the holiday. I call carmax and once again, customer service tells me that they won't be able to look at the car until June 3rd!!! Just to look at my vehicle! The battery is less than a year old. So I have to wait one week, I have to wait longer to see whats wrong with my vehicle, and wait for an approval for a rental car. Why do I have Maxcare anyway? I want my money back from Maxcare! It's a waste of money. I got my car fixed by my mechanic of 11 years and was fixed within hours! It was the alternator. Carmax sold me a ticking time bomb. I wont be buying anything from Carmax at all even though this is my third vehicle from carmax.Desired Settlement: I want maxcare completely off of my contract and I don't want to pay for it.

Business

Response:

June 24, 2013

Review: I bought a [redacted] for my son from Carmax on 12/15/2012 with 104k miles for 15,000, and supposedly the car was fully inspected to include updated tires, Brakes, alignment etc. 9 months and 6000 miles after I bought the car we needed to replace all of the tires whcih cost over 600 dollars, and a month later paid 189 for alignment and were told the brakes, Rotors and airconditioning belts need to be replaced whch would cost another 800 dollars. When I bought the car from Carmax I did not take the car to a Mechanic to check it out for I thought Carmax was a reputable firm and would inspect and update basic maintenance items before they sold it. It does not make sense that after 7000 total new miles on the car that we would need to replace all of the above. When I brought the car to carmax they said it was updated before they sold it to us and this was normal wear and tear. Additionally they wanted to charge me 150 dollars just to inspect the car before they would provide me a point of view on the inspection made by NTB when doing my alignment. By the way NTB did not charge me anything for the inspection. They are not standing behind their word, and in my opinion sold us a car without updatting any of the basic's.Desired Settlement: I would like carmax to step up and repair the brakes, rotors, and replace the belts as well as refund the money I had to spend for tires and alignment. This is about principle.

Business

Response:

February 7, 2014

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated January 10, 2014, wherein you forwarded a complaint from [redacted]. [redacted] requested in the desired settlement for CarMax to repair the brakes and rotors on his vehicle, replace the air conditioning belts and reimburse him for repair expenses.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about December 15, 2012. [redacted] brought the Vehicle to the Service Department to inquire on tire concerns mentioned from a third party dealership on or about September 27, 2013. After inspecting the Vehicle, CarMax found that one of the rear tires had sidewall damage due to low air pressure and the remaining three tires had normal weather cracks. According to CarMax’s records, the tires were above state standards and still within CarMax’s specifications.

[redacted] returned back to CarMax to address the tire concerns along with an alignment, brake, and belt concern on or about January 9, 2014. CarMax explained to [redacted] that in order to validate the concerns a diagnostic test on the Vehicle would need to be completed at his expense. [redacted] declined CarMax’s offer to diagnose the Vehicle.

CarMax was not given an opportunity to diagnose the Vehicle, therefore CarMax is declining [redacted] request for reimbursement and repairs.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] experienced.

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

Sincerely,

Analyst, Executive Response Team

Review: I purchased a car from this location in May of 2015. Since my purchase I had to bring my car back for numerous mechanical issues. This agency sold me a Lemon and are not trying to help me to get out of this bad vehicle they sold me.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: New vehicle.

Business

Response:

October 15, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

[redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated September 29, 2015 regarding

the Vehicle purchased from the CarMax store located in Charlotte, North

Carolina (“CarMax”) on or about May 23, 2014.

CarMax’s records indicate that the following mechanical concerns were

addressed on the Vehicle during the 30-day warranty period: power port fuse

replacement, two fuel level sensors replaced, and left rear door actuator

replaced. These repairs were completed

at no charge to Ms. [redacted]s. The service

records also state that the Vehicle was brought in for transmission repairs on

or about February 23, 2015. CarMax’s

records indicate these repairs were completed by [redacted] Transmissions &

Total Car Care and were covered by Ms. [redacted] MaxCare Extended Service

Plan. Service records indicate the

Vehicle was brought to CarMax service for related transmission concerns on or

about August 31, 2015 and repairs were completed under [redacted] warranty at no

charge to Ms. [redacted]. As a goodwill

gesture, the $109.00 diagnostic expense for this repair was not charged to Ms.

[redacted]s. CarMax’s records also list the

Vehicle’s battery and left rear tire pressure monitoring system have been

addressed by the service team since the date of purchase.

CarMax’s records show an appraisal was completed on the vehicle on

or about September 28, 2015. The

appraisal notes indicate that the mileage, condition of vehicle, and impact damage

incurred after purchase affected the appraisal offer.

CarMax’s records indicate the Vehicle was operating as designed

when last serviced on or about September 11, 2015. CarMax will not be participating in

replacement of the vehicle, as requested by Ms. [redacted]s. CarMax welcomes Ms. [redacted]s to return for a

second appraisal after the impact damage to the Vehicle has been repaired.

CarMax appreciates the opportunity to respond to this complaint.

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

Sincerely,

Review: The vehicle a [redacted] was purchased in November 2012, from CarMax in Houston at [redacted], I returned it within a week with complaints of vibrations in the front end, they checked it said it was fine, adjusted and did a front in alignment. I then took it to [redacted] for the same complaint, and to CarMax in Oklahoma, [redacted] then informed me that the axle seal had a leak, it took months for me to finally get CarMax to replace and repair this concern. I then took the vehicle back to CarMax in Houston in November 2013, while there with the same concern regarding the front vibration, they said my tires needed replacement and an alignment, (an alignment had been done in last six months). when I waited for two hours for a manager, to discuss the front end issue, (I had authorized the tire replacement even though I was concerned it was part of the vibration and front end issue, because I was traveling and the roads were to be hazardous), I was finally able to speak with both the store manager and the associate manager, both were rude and at one point threaten not to service my car and even told me that after two hours waiting for the repairs told me they had decided to not complete repairs. When asked why the associate made a derogatory comment about customers not paying their bills, I said how would I not pay my bill when my car is in your repair shop, they then go angry and the manager told the associate if I was not off the premises in ten minutes call the police she is trespassing. Even with my car in their shop. A call to the corporate office and complaint eventually resolved this and tires and alignment completed, with CarMax agreeing for [redacted] to complete a diagnostics to see what may be an issue with the front end. [redacted] did so told me that the alignment was off even though CarMax had just done one within a few days. During my travel to Dallas on December 20, 2013, the skid picture popped on, the check engine light and the vehicle started jumping and vibrating. I was able to get it to a [redacted] dealership, which informed me the car had multiple , misfires in the engine, it was tolled back to Okc to the [redacted] dealer bases on discussions with both dealers and extended warranty company. I had to rent a car to continue my trip. I was informed the issue is an engine issue, and will cost $2000,00, to repair. Since the purchase, I have with this defect have spent $379.00 on tire and alignment due to concerns of the front end, $304.00 in rental fees, $300.00 deductible for extended warranty and $479.00 toll fee above $100.00 warranty covers, for a total of $1,462 if not more depending on repair approval. CarMax advertisement, sales discussion claims complete check of car, the interior was not cleaned, had too have window wipers adjusted, and alignment within days of purchase. Additionally, they claim 151 points inspection, but when asked about worn tires they told me they do not change tires on vehicles and could not tell me the amount of thread that was on the vehicle at the time of purchase.

ereDesired Settlement: Corporate stated if continued issues they would appraise and repurchase. my desired outcome is to have same if not more comparable [redacted] exchanged with one from [redacted] dealer, not CarMax and all cost to date and future be refunded, this includes any cost to [redacted] dealer paid by CarMax. I will not want to have to repurchase new car damaging my credit but exchange to ensure another manufactures warranty, and more reliable trust worthy company.

Business

Response:

January 23, 2014