CarMax , Inc.

Review: June 30,2014 I purchased a [redacted] from the Carmax location in [redacted]. The vehicle ran fine for about two weeks. On July 21,2014 my fianceè was driving back from [redacted] when the car started to stalk whenever she stopped, the center consel started to smoke and the vechicle would not go over 60 miles per hour. All the roads she was driving on all had a speed limit of 70 miles per hour. When she finally got back home I noticed that there were wires hanging down from the car with electrical tape around them. It took car max two weeks to find someone to fix the car and get it paid for. We picked the vechicle up August 5, 2014. While driving the car August 7,2014 the check engine light came back on. We called to have Carmax take the vechicle back but they keep refusing and the general manager has not returned our phone calls.Desired Settlement: We would like them to take the car back and to wash us clean of the lean that is financed through Carmax

Business

Response:

August 21, 2014

Review: I purchased a [redacted] with only 51,000 miles. Drove it and looked around for anything leaking. Nothing at the time. But I did not inspect all fluids because I would think that would be done during the 125 rigorous inspection. I took it to the dealership I worked at to look it over. They found a power steering line leak and dark contaminated break fluid, and a possible engine oil seep. I took it back to car max service the next day and told them what my tech found. They had no problem wanting to confirm the info, but it would take two weeks to get me in. I stated to the service advisor that this is a safety issue. She said we only check for fluid levels not the color. I told her I could possibly lose my breaks leaving here. She continued to say the same thing and wasn't concerned. So I had one of my techs replace the break fluid and the power steering line out of my pocket. I was scared to wait two weeks and did not trust car max technicians. Your website states "Carmax are ongoing to ensure your car meets our highest standards". I don't think so. Very poor standards. Then my engine light came on of course within the 30 days of purchase. They said it was carbon build up in the #5 cylinder and used a spray to clean it. 1 month later the light is back on. Dealer states a code for the #5 cylinder miss firing. It could need a new valve, or fuel injector, or spark plugs. Dealer in the process of inspecting it. Buyer Beware. Shady.Desired Settlement: For Car Max to either change their 125 rigorous inspection policy, or verify the car is top notch before selling. Two weeks is to long for this kind of safety issue. Get car repair in faster with safety issues.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Thank you for forwarding the complaint received in your

office from [redacted] regarding the [redacted](the “Vehicle”)that she purchased on or about

May 2, 2015 from the CarMax store located in [redacted]. In this complaint, Ms. [redacted] is requesting a change in the

inspection policy.

As stated in the complaint, Ms. [redacted] had concerns about

the Vehicle. On or about May 26, 2015,

Ms. [redacted] had an appointment at CarMax to address concerns with a check

engine light. After diagnosis, it was

determined that there were misfires with the number 1, 3, and 5 cylinders due

to carbon build up. At that time, CarMax completed a decarbonization of the intake

valves and it was determined that this took care of the check engine light

concern. This repair was completed under

the 30 Day Limited Warranty at no cost to Ms. [redacted]. Carmax was not aware of

any other concerns at that time.

The CarMax service manager reached out to Ms. [redacted] to

see how the Vehicle was operating. It was at that time that Ms. [redacted] stated

that the Vehicle was currently in service having a headgasket replaced under

the Maxcare Extended Service Plan. Ms. [redacted] stated that if she had any

additional concerns, she would contact the store.

CarMax appreciates the opportunity to respond to this

complaint. Please call me at [redacted]

Extension [redacted].

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]

Just to clarify, I do not have the Maxcare Extended Service Plan. I purchased the [redacted] from [redacted] of San Diego. At this time, the cylinder head is being inspected and not replaced. So not sure at this time what the actual problem is with cylinder 5. I feel that carmax misdiagnosed the problem when it first came in and tried to repair it the inexpensive way.

Regards,

Review: My wife and I bought a car from CarMax in [redacted],ca on December 6th 2014. A week after we bought our car is started having major issues, we took the car in and CarMax had the car for a week, on January 12th my wife and I noticed a large pool of antifreeze leaking badly onto our driveway. I took the car in with other issues that we had with the car an low and behold they want to fix the water pump that is under warranty but want us to pay for the timing belt saying that this is a normal ware and tear issue. I have had the car for a month and a week and have not even driven a 1,000 miles. The other issues are the heater does not work and the alignment is horrible, they sold us a car with a dvd player and it came with headphones there is no way to use the headphones due to a missing remote control that no one seems to have, the tire sensors and whole electrical mainframe shut down while my family was in the car and completely shut down the vehicle, the battery cable corroded so bad that it had to be replaced. I reviewed the 125 point quality inspection they did on the car, all of our issues should have been found while doing this 125 point inspection, I believe that they did find issues with this car and that they put a bandaid on it to last a month to a month and a half until the 30 day warranty expires then want the poor sucker who bought the car to fork up $250.00 for a deductible on the extended warranty they sell you at time of purchase. That is what they are doing to me, this car is a lemon and I want them to understand that if they are selling cars to anyone they need to make sure these cars are safe. I WILL NEVER BUY A CAR HERE AGAIN OR RECOMEND ANYONE TO BUY A CAR HERE. I hope who ever reads this heeds the warning and never step onto a CarMax lot.

Product_Or_Service: car/ 12/6/2014

Account_Number: 7120965179Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to take back the car with no issues and give me back my one month car payment made to them. I will never recommend that anyone buys a car from any CarMax location.

Business

Response:

January 30, 2015

Review: Last September, my husband and I purchased a car from Carmax of Gastonia. When running the credit check for the loan, the sales rep left out one of the zeros in my husband’s salary. The information came back with ridiculously high interest rates. After getting help from a sales manager, they discovered the wrong salary had been entered. They then ran another credit check using the correct salary. What consumers do not know is that this creates 14 separate inquiries to your credit account.

After getting 7 credit denial letters the next week due to insufficient salary, we contacted Carmax around the first of October to resolve this matter. We purchased a new car because we were moving and we were getting ready to sell our house and apply for a new mortgage. Therefore, the last thing we needed was anything that would mess up our credit scores.

We ended up dealing with several sales managers and the Finance Director over the course of the next three months. At first they told us it would have “minimal” impact to our credit score and they kept saying all of the inquiries would roll into one single inquiry on our credit. After the final interaction with the finance manager and one of the sales managers in December, we were told there was nothing they could do to help us and we would need to contact the Carmax Corporate office for any further information.

Meanwhile, we had contacted the credit agencies and were told that Carmax needed to remove the duplicate inquiry to get this off of our credit. In early January we contacted the Corporate office and they investigated the matter. Vickie in their Corporate Customer Service group [redacted] then replied back to us after speaking with the sales manager and the finance manager and checking with other contacts within Carmax, that they could not do anything to help us. They said they could only make a credit change if it was “identity theft or fraud.” So, if they screwed up your credit and made an error, there was absolutely nothing they could do to fix it. She then said if we wanted to pursue it further we could contact their legal department.

By now, our credit score had taken a big dip and we already had to move forward with applying for a new mortgage. Granted, taking on a car loan would give you some drop in your credit score; however, the drop was big enough to make us wonder just how much this error had affected our overall score. In addition, after this incident a new area shows up on our credit report, “derogatory inquiries” which I guess is because of all of the credit denial letters that we received.

At this point, I consulted with a friend who is an attorney and he suggested we send certified letters with return receipt to Carmax legal, the three credit bureaus and all of the finance companies where we got the denial letters. We tried the steps of disputing the information with each of the credit agencies as well as sending requests to all of the financing companies who sent the denial letters and ran double credit checks on our accounts. The process for this is sending certified mail with return receipt and we copied the Carmax legal department. This is a very expensive process ($75) which we had to pay for because of Carmax’s error. This also has taken a tremendous amount of time. It is now March and we are still trying to resolve this matter. We were contacted from each of the finance companies who told us they were just responding to both of Carmax’s credit inquires so there is no way for them to remove the duplicate inquiries. Next we received mail from the credit agencies stating that inquiries are a matter of record so because Carmax sent out the two different inquiries, they are not able to remove the duplicate information from our credit files. Therefore, we came full circle right back to Carmax as the person who created the problem and is also the only person who can correct the problem, yet they will not even respond to this matter.

In addition, the information the sales managers gave us was completely incorrect because the 14 inquiries did not roll into one inquiry on our credit. They are showing as 14 separate inquiries. When we applied for our mortgage, in all of the documentation that you are required to provide, one action item listed included all 14 of those inquiries on our credit and we had to write a letter of explanation and sign it, to explain what the 14 different inquiries were and why they were on our credit report. (There are two inquiries each from 7 different financing companies). In addition, it states on our credit report that those 14 separate inquiries will remain on our credit report for 2 years (until October 2016). Once again, all of this is because of Carmax’s error and their refusal to correct their mistake. I would like help getting this inaccurate information off of my credit report.Location: Gastonia, NCMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesCo-ownerDesired Settlement: I would like to have the seven inaccurate/duplicate salary inquiries deleted from our credit reports. I would like this in a letter stating that the matter has been corrected and I would like an apology for the lack of response in 6 months that I am still trying to resolve this matter and have had to contact the Revdex.com and the NC Attorney General for assistance.

Business

Response:

April 2,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

you for sharing [redacted]’s complaint with us and providing us the opportunity

to respond.

Ms.

[redacted] submitted a similar complaint to the Department of Justice. Enclosed is the response to Ms. [redacted]’s

complaint provided by our dealer affiliate, CarMax Auto Superstores, Inc. To supplement the enclosed response, please

find below an excerpt from the blog post of the Consumer Financial Protection

Bureau dated September 16, 2014 regarding credit inquires:

Any

change to your credit score from shopping will be a minor price to pay for

getting the best deal on a car, mortgage, or student loan. If you have a great

credit history, shopping around may have no impact on your credit score at all.

And even if your credit history is less than stellar, the impact from shopping

around for a loan is likely to shave off between one and five points. On a

typical credit score of around 675 that’s not likely to affect you much,

especially when you compare that to the hundreds or even thousands of dollars

you could save by finding a better interest rate on a loan.

For specific types of loans – auto, mortgage,

and student loans – credit scoring models are also designed to take shopping

for a loan into account. Let’s say you are looking around for an auto loan and

you authorize five lenders to check your credit score. All those credit checks

– the industry calls them “inquiries” – should either count as zero or one

inquiry, if the inquiries are made in a short period such as fourteen days.

Also

enclosed is a print-out from the FAQ page from [redacted]’s website that specifically

address the impact of multiple credit inquires when shopping for an auto loan. We hope that the enclosed addresses Ms.

[redacted]’s concerns.

Thank

you again for bringing this complaint to our attention and for the opportunity

to provide this explanation. If you have

any questions or concerns, please contact me at [redacted], extension [redacted].

Sincerely,

Paralegal

CarMax Auto Finance

CC: [redacted]

Enclosures

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].

Review: went to purchase a [redacted] for $19,500..traded in a [redacted] which I owed $4000 more than the trade in they gave me of $9000

financed the purchase thru [redacted] credit union for $23,500....drove away with the car and contract...Carmax called me 2 days later saying I owed them $2893 more dollars or they wouldnt release the title to the credit union..said they had a computing error when drawing up the contract....

Im based in NC at the marine base and feel that I was taken advantage of..now Im stuck with a car and no title...Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: for them to admit they made the mistake..take the $19,500 for the car which is a very fair price and for them to send the title so that I can register this vehicle

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Thank you for forwarding the complaint received in your

office from Mr. [redacted] regarding the

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

he traded in on or about

February 13, 2015 at the CarMax store located in Newport News,

Virginia. In this complaint, Mr. [redacted] is requesting that CarMax admit that a mistake was made concerning the payoff

and release the title so that he may register his new vehicle.

CarMax admits that there was an error made on the

transaction involving the payoff amount. As a gesture of goodwill, CarMax has

written off the additional $2,893.00. Mr. [redacted] is no longer responsible for

this amount. CarMax has also released the title so that Mr. [redacted] will be able

to register his vehicle.

CarMax regrets any inconvenience that this may have caused

Mr. [redacted]. CarMax appreciates the

opportunity to respond to this complaint.

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

any questions.

Sincerely,

Analyst, Customer Relations

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: we purchased a vehicle from carmax in 2012. the salesman told us that all cars sold by carmax were totally 'clean' per the 'carfax report' and they never sell cars that have been in accidents.

we were told /shown by our salesman that this car had a clean carfax.

In 11/2014 we took the car back to Carmax to see about trading it in on another vehicle. The salesman pulled up the carfax report and asked if we knew it had 2 major accidents. We told them 'no, we got the car here. we were told it had a clear carfax'. We then went to another dealership and they also pulled up a bad carfax showing 2 wrecks. We feel totally misled by this company. They advertise 'no car sold here that has been in a wreck'Desired Settlement: we want this info to hopefully help protect others in future. we know we would have never purchased a car w 2 past wrecks. We know the amount we got in trade was much less than expected due to the bad carfax.

This dealership in located at Midlo turnpike/courthouse road in midlo,va

Business

Response:

January 22, 2015

Review: I made a payoff payment on the due date of $191.73 on 3/1/13, however, due to problem with our bank our recurring payment of $98.51 was not cancelled and made payments from 3/1/13 thru 8/1/13 before it was discovered and cancelled. I contacted Carmax on 8/6, sent them all the statements that showed the overpayments that were electronically transferred to them. They explained that normally with an account that is paid off these payments would be sent back, they would need 2 weeks to research problem. I called back on 8/23 to find out status, spoke to [redacted], he advised we were due a refund, but since these payments went into another account, they would need 2-3 days to figure it out, and I would receive a check in 3-5 weeks. On 10/15, I called back was told I would need to talk to a supervisor, it stated in the notes I am due a refund on 8/23, but no notes after that. The customer service rep, [redacted], gave me [redacted] name, the supervisor who would be contacted me within the next two days with an amount. On 10/16, [redacted] left a message with no information, just his name and general customer service phone number. On 10/17, I called the number, and was fortunate to get his direct extension X[redacted] ([redacted]), leaving a message explaining everything ONCE again, advising him to call me with my refund amount, and reasonable time I would receive it. I have NOT heard back. I called AGAIN 10/22, same message, and have yet to hear back. The total amount due me is $[redacted], overpayments made from 3/1 thru 8/1 of $98.51, not rocket science, this has been handled so poorly, easy solution, with all documentation provided. I do not care where they deposited the funds, that is not my problem, they can see they received the payments and I did not get them returned, PLEASE HELP!!!! That is a lot of money for them to be sitting on. Thank you.

Product_Or_Service: Vehicle

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

$591.06 sent to my home address

Business

Response:

November 22, 2013

Review: Failure to honor verbal agreement to begin 5 day return policy after hidden defect was found and repaired satisfactorily. Registration was submitted prematurely before decision to complete purchase was made. They admitted to the error but several months later, they have not registered the vehicle under Carmax. Registration is still in my name. I have received a parking violation, toll violation and Notice of Intent to Suspend from the State of CA DMV dated 12/12/2014.Desired Settlement: Immediate change of registration removing my name from the vehicle, written notice received from Carmax by 1/31/2015 that the registration has been corrected with an apology for the inconvenience and compensation for the time and stress involved in responding to the registration violations.

Business

Response:

January 16, 2015

Review: Purchased a car July 6, 2013 on terms. Paid in full on check dated Aug. 8, 2013. Been waiting for title transfer since then and checked with [redacted]. They have not received clearance from CarMax yet. Called several times to several people including [redacted] handling CarMax acct. No reason CarMax has not released the title. They are still sitting on the title even though they promptly sent me a check for [redacted] overpayment. [redacted] can do nothing until they receive clearance from CarMax.Desired Settlement: A method assuring me the title is where I can obtain it ([redacted]) and having the title in my hand.

Business

Response:

October 2, 2013

Re: Complaint ID [redacted]

Dear [redacted]:

I am writing you in response to your letter dated September 23, 2013, wherein you forwarded a complaint from [redacted] requested in his desired settlement a method assuring him that his title is where he can obtain it.

[redacted] purchased a [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about July 6, 2013.

CarMax provided [redacted] with all of the necessary documents and they processed [redacted] title on or about July 12, 2013. However, at that time [redacted] had a lien with CarMax [redacted]. [redacted] paid his lien off in full on or about August 8, 2013. CarMax [redacted] mailed [redacted] lien release on or about September 24, 2013. After receipt of lien release [redacted] will need to provide that to his local [redacted] for them to proceed with issuing him the title.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience[redacted] may have experienced and considers this complaint resolved.

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

Sincerely,

Review: My husband, ([redacted], my Son ([redacted]) went to purchase a car from CarMax in [redacted], [redacted] on May 13th 2014, we were there for approximately (5) hours doing all the paperwork, after finding the car we wanted to purchase. We were doing a trade-in on a 2007 [redacted], which was in GOOD condition and we found a smaller vehicle that would have saved us a lot on gas, because of the gas cost.We thought the deal was done, they took our vehicle to the back where they take ALL trade-in, they brought out the car that we were going to purchase, washed it, filled it with gas, pulled it up to the door.My Husband and Son were signing the paperwork, had gone through most of the signing, only two more pages to sign and some one walks upon the Young Lady that was helping them with the paperwork and whisper to her in a low voice, "You can stop having them to sign, they just put a hold on them". She was in shock, the Sales person [redacted] was in shock and the guy that was doing the whispering says to us "I don't know what happened, this has never happened before". He gave us a number to call to the Corporate Office in [redacted] and I proceeded to call the next day and they would not give med a reason as to why they shut down the deal, I asked to speak to a higher up person and he said this is as far as you go and hung up in my face, his name was [redacted], pronounced a little differently. Before he hung up on me I did ask if I would get a letter of explanation, he rudely said No! You won't receive anything and you can't go to any other CarMax to try and get a car from us. The thing is my Son was Co-signing for us and his FICA Score is (730)our credit score is down low (458) because I was laid off our credit became delinquent. But my complaint is, tell us where it went wrong, why did the deal shut down so abruptly and no explanation. It was like "Here is your SUV back, now get out".We need answers ASAP as to why this happened after going through five hours of sitting.Desired Settlement: We just want and explanation and they can reward us for our time sitting in a place for five hours only to be denied, they have their rights, we have our rights.Give us something back for our well spent time. Give us complimentary tickets or something, besides the boot. And on top of that it was very embarrassing, calling our insurance company changing the cars over, wasting their time and having to call them back only to put the insurance back on the SUV after them giving us a Binder.

Business

Response:

June 18, 2014

Review: CarMax do not honor their contract to purchase my car.

I sold them my car on 3/27/2014 for $[redacted].

They gave me a check for $[redacted], which I cashed successfully.

The remaining $[redacted] the sent to my bank to pay off the car loan I had for that vehicle.

When their check arrived at the bank, the loan balance was $0 and the bank returned the entire paperwork, including their check, back to CarMax.

A CarMax business office person, [redacted], confirmed all this to me a few days later and said that my check for that amount of $[redacted] will be sent to me tomorrow and I should have it in 3-5 business days.

That was more than a month ago.

Now they ell me that they'll contact headquarters and it will take a couple of days to receive a reply email from them and then they'll let me know as of the status of my check.

But they confirmed that my check has not yet been sent to me.

Of course, I have not heard from them anything.

I now do not know who to call to get my money.

I start suspecting they do not want to send me my money any more.

This is really bad.

I'm very surprised Revdex.com gives CarMax an A+ score when their business dealings, as far as I'm concerned, are shady, to put it mildly.

Revdex.com used to be independent and accurate.Desired Settlement: Carmax pay up what they owe me.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN [redacted](the “Vehicle”) that he sold to the CarMax store located in Fairfield, California on or about March 27, 2014. In this complaint, [redacted] is requesting payment of funds due to him.

As stated in his letter, [redacted] sold the Vehicle to CarMax and CarMax subsequently paid off the loan on the Vehicle. CarMax sent the payoff check to the lienholder; however, while the payment was in transit to the lienholder, [redacted] made a payment on the Vehicle which created an overage on the account. The overage was sent to CarMax and at that time a request was submitted to have a check issued to [redacted]. Unfortunately, there was a delay in the refund check being processed.

After further research, it has been determined that the refund check was mailed to [redacted] on or about June 5, 2014. CarMax regrets the inconvenience that the delay has caused.

CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted], extension [redacted], if you have any questions.

Sincerely,

Analyst, Executive Response Team

Consumer

Response:

[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 a certified used car from the store and after a brief test drive questioned the safety of the tires. Upon speaking with manager was told that tires met CarMax standards. Tires were then measured at two independent facilities over the next few weeks and both locations told us that tires are not safe to use on current roads and conditions for Winter, midwest driving. Car was unable to leave parking lot on first day of snow after purchase. Contacted a manager at the Schaumburg store and they told us that there own wife would not be advised to drive on the tires in there current state. Yet after we talked to a consumer affairs person, we got a different story and we then decided to contact Revdex.com. We are not happy that a certified car is not safe for daily use at the time or purchase.Location: SchaumburgMake: [redacted]Model: [redacted] R/T AWDOwner/Co-Ownder? YesDesired Settlement: We hope to get a credit for tires (2) since the car is currently not able to be driven anytime we get a bit of snow or sleet.

Business

Response:

March 4th,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted] (VIN: [redacted]

the “Vehicle”)

2014 [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 Schaumburg, IL (“CarMax”) on February 4th,

2016. In

her complaint, Ms. [redacted] requested a credit for two replacement tires on the

Vehicle due to concerns since purchase.

CarMax

was aware of Ms. [redacted]’s concerns prior to receiving this complaint. Ms.

[redacted] inquired about the tread depth of the tires prior to purchase, which

measured above both state and CarMax’s standards. CarMax informed Ms. [redacted]

that these tires would not be replaced as a result of that measurement. Ms.

[redacted] then elected to purchase the Vehicle.

CarMax had additional

conversations with Ms. [redacted] and her boyfriend on February 11th,

2016, and February 24th, 2016, when they again requested replacement

of the tires. CarMax informed Ms. [redacted] that because the tires exceeded

standards there would be no replacement under her Limited 30-Day Warranty.

CarMax

agrees to replace the tires at cost for Ms. [redacted] but declines any further

financial assistance. If

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

82505.

Thank you for providing CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

Review: I purchased a vehicle from Carmax on [redacted]. Las Vegas NV with a trade in on August 5th, 2013. 2 days later I returned vehicle to have several issues fixed including a navigational system, which is sent to NY and takes two weeks to be replaced. That would have been last Thursday 8/22/2013 but the wrong [redacted] was sent back. I was just told yesterday morning 8/27/13 that the unit had arrived. I was given a loaner vehicle on day 2 of my 5 day money back guarantee contract, in place of the vehicle I had purchased, in order to register it in CA this past Monday 8/26/13. I am do to move there at the end of September, but while driving to CA., I realized that some of the problems that the service department said they fixed were Not!

I took the car back to Carmax yesterday being that technically I had the car for two days and Carmax has a 5 day money back guarantee policy. So they did agree to take the car back but there were (2) major issues 1- the vehicle I traded in is No Longer in Carmax's possession and 2- In order to get out of the defective vehicle I'm now in I have to pay Carmax $2,000.00 Cash in order to be released from original contract. The original contract for the car I traded in has $3,000.00 negative equity so Carmax would keep the $1000.00 that I put down and I would have to pay them $2,000.00 cash or they ruin my credit! This would leave me car less and penny less and keep in mind I'm moving all my possessions from one state to another in just weeks!

I feel I am being forced to keep a defective vehicle being that they do not have the vehicle I want in stock!! I need the fastest remedy to this as humanly possible. I hope Carmax will be particularly nasty to me after this claim has been filed! This is particularly upsetting and I'm already stressed enough about the move I'm about to make!Desired Settlement: I would like to be out of the vehicle that Carmax can't seem to fix ([redacted]) and in a ([redacted]), and I will be on my way. Warranty and everything included as per my last vehicle contract WITH NO DEDUCTIBLE on my warranty (how absurd) ... I have NEVER Encountered such POOR Treatment from a dealership! I am appalled and disgusted at the way I have been treated and how this has been handled! I do not have a lot of time! I'm hoping this can be resolved as quickly humanly possible! Please step in and let Carmax on [redacted] know that they can Not treat Customers this way, leaving them car less or Stuck with a defective vehicle or one they do not know how to or choose not to fix not to mention paying Carmax $300 every time something goes wrong with the vehicle That clause needs to be taken out of the Warranty!!

Business

Response:

September 19, 2013

Review: I purchased a vehicle ([redacted]) at this store in October of 2013. When I first went there, I asked the sales representative a bunch of questions about the car I was looking at, car insurance, finance options and other importat topics. Later on it turned out that some of the information he gave me was wrong. That caused me to having to go back to Carmax, return my car and buy it again with a different cosigner, because we had received wrong information. About 3 weeks after I bought the vehicle the check engine light came on. When I called Carmax to set up an appointment the customer service representative told me that I don't know what I am talking about when I told her what the issue was (I had looked it up in the manual). She also refused to offer me any addtional help in trying to get my car fixed as soon as possible. She didn't tell me that I could drop off my car early in the morning because I would have to be at work by 7:30. When I finally got the engine checked out at the end of December (!) I asked why I still hadn't received my car registration. The lady at the business office said she would take care of it and I never heard back from her. When I called the office a couple of days later to ask about it, my call was directed to voice mail asking me to leave a message and my number so they could call me back. That never happened either. Yesterday my car broke down at work. When I tried to call Carmax to have them towe my car, they didn't pick up the phone once. When I finally made it to the store later (my car was still sitting right where it broke down) the woman I talked to just kept pointing out how none of this is her fault and that there would be no chance of my car getting towed that same day. I then proceeded to walk over to the business office again and ask about my car registration that I still hadn't received 4 months after the purchase. At first she told me how Carmax had a lot of issues with employees and that they had gotten rid of all the employees that didn't do their job right. At the same time, almost all representatives that I had talked to so far where right there behind the counter, so obviously she was lying right to my face. She called the [redacted] and asked about my registration. According to the [redacted], Carmax had filled out the paperwork wrong so the [redacted] was unable to process it. [redacted] (which was the woman from the carmax business office) then told me that it was the [redacted]'s fault because they never told Carmax how to fill out registration paperwork if it includes the name change of a cosigner (which it did in my case). I called their corporate office and failed a complaint. It has been 9 hours since they towed my car and I haven't heard a single word from them.Desired Settlement: Carmax needs to become better in customer service. The representatives need to stop pointing fingers at everybody else and simply learn how to do things properly and in a timely manner. This is unexcaptable behaviour when working with customers.

Business

Response:

March 14, 2014

Re: [redacted]
Dear [redacted]:

I am writing you in response to your letter dated February 20, 2014 wherein you forwarded a complaint from [redacted]. [redacted] requested that CarMax become better in customer service.

[redacted] purchased a [redacted], [redacted] (the “Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about October 28, 2013.

CarMax has reviewed [redacted] complaint and would like to thank [redacted] for sharing her frustrations regarding the multiple concerns she experienced.

CarMax would like to invite [redacted] to contact the Customer Relations Department at [redacted] in order to assist her 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.

As always, CarMax appreciates the opportunity to respond to this complaint and apologizes for any inconvenience [redacted] may have experienced.

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

Sincerely,

Analyst, Executive Response Team

Consumer

Response:

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

Since my complaint, my car broke down again, some wires were lose (for months apparently) and Carmax took their sweet time to take care of it. Also I am still waiting for my car registration paperwork. The last time I spoke with [redacted], she promised me to take care of it and keep my updated during the process. That was more than 3 weeks ago and I have not heard a single word from her since then.

Regards,

Business

Response:

April 9, 2014

Re: Complaint ID [redacted]

Dear [redacted]:

I am in receipt of the additional message in response to the complaint that was filed by [redacted], on March 22, 2014, regarding a [redacted] (the “Vehicle”), [redacted], that was purchased at CarMax in [redacted] (“CarMax”) on or about October 28, 2013.

[redacted] indicated in her complaint that the Vehicle was brought back to CarMax to address additional service concerns. CarMax’s records indicate that the Vehicle has not been in for service since December 30, 2013. However, [redacted] contacted the Service Department on or about February 26, 2014 to arrange for towing to an outside repair facility.

CarMax has reached out to [redacted] and agreed to keep her informed of any additional updates regarding the status of her registration.

CarMax appreciates the opportunity to respond to this complaint. CarMax considers the gesture of goodwill the resolution to this complaint.
Sincerely,

Analyst, Executive Response Team

Consumer

Response:

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

It is not true that my car was not in their shop since December. The problem is that every time I have a problem with my car (which is quite frequently unfortunately) Carmax doesn't have the time to take care of their own customers and so they ship my car off to this other shop in [redacted] ([redacted]). Even after everything that has happened so far Carmax is not making any effort to get things straightened out or to try and find out why my car needs all these repairs all the time.
They are also still not keeping me updated on the registration.
At this point I wish their was a way to return this car without losing money over it.

Regards,

Review: On 1/15/2009, I purchased a vehicle from CarMax in the amount of 21,906.64 with a 24.99% interest rate, financed through Drive financial, with later payments provided to [redacted] Consumer USA. The vehicle was purchased at [redacted]. The VIN is [redacted] The monthly payments were set at $596.11. I believed at the time it would be a good idea because I was assured by the salesperson and Carmax that this would be the best possible loan I could get at the time. The loan terms were quite predatory. I felt I could afford the loan, but this was quite untrue.

After realizing how much money it was going to cost, I asked to return the car or to see if the rate could be refinanced. Both requests were denied. I was literally a week from bankruptcy when our home was fortunately saved by a lender refinance.

I did, however, continue to struggle with making payments and had to ask for several deferments. My car came dangerously close to repossession upon several occasions. As time went on, the vehicle's value gradually decreased (as they often do) and the loan rate never really changed.

I believe CarMax sold this vehicle through unethical lending practices, resulting in unfair benefit. I am asking CarMax to pay the balance of my loan which [redacted] claims I owe in the amount of appx. $19,350. This is appx. $2,500.00 less than the original loan amount provided, more than 5 years ago. I have already complained to [redacted] with negligible result. CarMax and [redacted] have joint responsibility in this matter.

I spoke with [redacted] CarMax representatives regarding this issue earlier this month and last month, but the issue has not yet been resolved. I also submitted a complaint to their online system. I would like resolution to this matter as soon as possible.Desired Settlement: I am asking CarMax to pay the balance of my loan which [redacted] claims I owe in the amount of appx. $19,350.

Business

Response:

Review: I bought this car in Feb 2015 and it had been to the shop 3 times before Nov. I contacted CarMax and was told that there was really nothing that could be done as far as trading the car in since it was inoperable. I had the car appraised for buyback and was told that it was only worth about half of what was owed. I have contacted CarMax several times trying to work something out and I am given the same response there is nothing they can do.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I would like Carmax to buy back car

Business

Response:

January

26, 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 she

purchased from CarMax of Fort Worth, Texas (“CarMax”) on February 3, 2015. In her complaint, Ms. [redacted] states that the

Vehicle has been in for service three times since purchase. She states that she would like CarMax to buy back

the Vehicle.

On approximately May 6, 2015, Ms.

[redacted] brought the Vehicle to CarMax for an engine light concern. CarMax sublet the vehicle to Lone Star

Bavarian, where the harmonic balancer was replaced. The repair was covered by an extended service

plan.

On approximately July 27, 2015 Ms.

[redacted] brought the vehicle to CarMax for an overheating concern. CarMax sublet

the vehicle to [redacted], where the water pump and thermostat were

replaced. The repair was covered by an

extended service plan.

On approximately October 28, 2015,

Ms. [redacted] brought the vehicle to CarMax for a clutch concern. CarMax advised that clutch failure is

considered normal maintenance and is not covered by the extended service

plan. CarMax offered to diagnose the

vehicle. Ms. [redacted] declined. Ms. [redacted] then had the vehicle appraised. CarMax offered $8,000 for the Vehicle. Ms. [redacted] declined to sell the Vehicle.

Ms. [redacted] states that she would

like CarMax to buy back the Vehicle.

CarMax is not able to do this as the Vehicle is outside CarMax’s 5-Day

Money Back Guarantee. CarMax is happy to

diagnose any current service concerns on the Vehicle, and complete needed

repairs. If Ms. [redacted] would like to

sell the Vehicle, CarMax is glad to complete another appraisal.

If Ms. [redacted] has any additional

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

Sincerely,

Jennifer

Analyst,

CarMax Customer Relations

Review: I FEEL CARMAX HAS BEEN DECEPTIVE IN THERE ADVERTISING, IN THAT THEY OFFER PRECERTIFIED VEHICLES, WHICH IS TO MEAN THAT THEY HAVE CHECKED AND CERTIFIY THAT THE VEHICLE IS CLEAR OF MAJOR MECHANICAL ISSUES, AND OR ABOVE STANDARD. I PURCHASED A VEHICLE FROM THEM THAT HAD AN OIL LEAK, AND SEVERAL OTHER MAJOR ISSUES. I TOOK THE VEHICLE TO A CERITFIED MERCEDES DEALER AND UPON DISCOVERY OF THE ISSUES I PRESENTED IT TO CARMAX. I WAS COMPLETELY UNHAPPY WITH THE RESULTS, CARMAX INSPECTED THE CAR AND DISAGREED WITH THE FINDINGS. I WAS UNSATISFIED IN THAT THE CONSUMER REPRESENTATIVE AT CARMAX LED ME TO BELEIVE THAT THEY WOULD FIX ALL THE ISSUES, AS WELL AS POSSIBLE REIMBURSEMNT FOR MONIES I HAD SPENT TO BRING THE CAR UP TO PAR. I'VE EMAILED AND CALLED THE REPRESENTATIVE, AND HAVENT RECEIVED ANY RESPONSE AFTER THE INTIAL CONTACT.Desired Settlement: I WONT CARMAX TO HAVE A CERTIFED MERCEDES DEALER REPAIR AND FIX ALL THE ISSUES THAT I PRESENTATED TO THEM, AS WELL AS RECHECK AND FIX ANY AND ALL ITEMS THAT THEY LIST ON THEIR CERTIFIED INSPECTION LIST.

Business

Response:

April 20, 2015

[redacted], Operations Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: [redacted]

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

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 Indianapolis, IN (“CarMax”)

on May 10th, 2014. In her complaint, Ms. [redacted] shared concerns of

mechanical issues on the Vehicle including, but not limited to, “an oil leak

and several other major issues.”

A review of CarMax’s

service records indicates that Ms. [redacted] last brought the Vehicle to CarMax for

repair on January 2nd, 2015. At that time, Ms. [redacted] informed

CarMax the Vehicle was recently inspected by a [redacted] facility.

[redacted] informed Ms. [redacted] of necessary repairs for a centrifuge cover

oil leak, sway bar end links and brakes.

CarMax completed repairs

on the centrifuge cover oil leak. The left camshaft plug was replaced in the

Vehicle. A replacement of the right camshaft plug was also recommended by

CarMax. Ms. [redacted] declined this repair. The diagnosis and parts for this

repair were covered by CarMax as a gesture of goodwill.

CarMax test drove the

Vehicle and found no abnormal suspension or steering noises regarding the sway

bar end links. There was also no abnormal brake activity present with the

Vehicle upon diagnosis.

CarMax has not serviced

the Vehicle or discussed any concerns with Ms. [redacted] since January 7th,

2015. CarMax will be happy to address any service concerns with the Vehicle at

the expense of Ms. [redacted].

If Ms. [redacted] has any

further questions regarding his complaint, she may contact me at

[redacted].

Thank you

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

Sincerely,

Analyst, CarMax Customer Relations

Review: In September of 2013 I visited a Carmax dealership located in North Attleboro, Massachusetts to look at a car that they had shipped from another Carmax location. Upon my arrival the salesperson I spoke with over the phone escorted me to see the car I was interested in. The salesperson offered to bring the car to the front so we could get a better look at it and see how it ran. The salesperson drove with myself in the passenger seat. During the drive through the parking lot the brakes were squeaking. The salesperson quickly replied that the squeaking was because the car had not been driven in a while. Knowing that the vehicle only had 48,000 miles on it, I also believed that this was likely the case. The salesperson went on to reassure me that Carmax held high standards in the quality of the cars they sold. He specifically stated that Carmax had a policy that prevented them from selling any car with brakes that were worn more than 35%. After further deliberation I ended up purchasing the vehicle. Once I had the vehicle in my possession and was able to drive it on some major roads I also noticed that the car seemed rather bouncy. After having the vehicle for approximately 4 months I decided to take it to a mechanic. Upon inspection I was told that my front brakes desperately needed to be replaced as they were 85% worn. I was also informed that my shock absorbers were leaking fluid which was why my car felt unusually bouncy. I have put 6.000 miles on my vehicle since I purchased it. According to Carmax policy if my vehicles brakes were even 35% worn that would mean that the brakes wore 50% over 6,000 miles which I have been told by multiple mechanics to be absurd. In addition to what I believe was a misrepresentation of the condition of my brakes I also believe that my car was sold to me with the knowledge of my shock absorbers being unsatisfactory. Conveniently, Carmax performed the state inspection on my car before I took it from the lot and therefore would have had to pass my car with these unsatisfactory conditions. I am very disappointed with the condition of my vehicle. I chose Carmax after much research because It was a company with national representation. I did purchase an extended warranty but after further research I have discovered that neither of these issues are covered. I was quoted $900 for the repair and replacement of the brake pads, routers and shock absorbers. I only purchased this vehicle 4 months before these problems were discovered and believe that the condition of the vehicle I purchased was misrepresented by Carmax personnel.Desired Settlement: My desired outcome is to have the brake routers, pads and shock absorbers on my vehicle repaired/replaced.

Business

Response:

March 18, 2014

Review: Carmax off of Glenwood Ave in Raleigh, NC [redacted] has failed to provide me the explanation of charges for my vechile and I have asked them several times for copies of my "voluntary surrender" form WHICH I DID SIGN AT THE DEALER and they will not give it me and they have REFUSED TO DO SO. They have put on my credit report that it is a repo. It is not a repo when someone voluntary surrenders the car and that I have said that I would payoff the balance that I owe. I should be entitled to get a copy of the voluntary surrender but the refuse to do so. I keep getting the run around when I call them. I do not like there business practices at all. I want a copy of my voluntary surrender.Desired Settlement: I want this CORRECTED ON MY CREDIT REPORT AND I WANT AN APOLOGY. I THINK THAT THERE BUSINESS PRACTICES NEEDS TO BE INVESTIGATED BECAUSE SOMETHING IS SERIOUSLY WRONG! I AM GOING TO THE LOCAL NEWS REPORTERS REGARDING THIS ISSUE.

Business

Response:

October 10, 2014

Review: Factory Radio has not worked properly since the purchase date in 2012 of the vehicle. I have taken the vehicle to the service department over 7 visits and has checkout of the service department with no resolution. In addition, I have taken the vehicle to the Mercedes dealer to have it check out, but they are not able to find a repair solution. They continue to provide me no answer to the radio having turn on and turn off sporadically during hours, day or weeks. I have request to have it replaced, but was not offered a resolution. I simply would like my radio replaced according to my warranty and be able to listen to the radio at any time of the day, etc. CarMax nor Mercedes have place my concerns important and continue to ignore my fustrution in a malfunction radio. Please assist me with working with CarMax in repairing or replacing my radio under the extended warranty I purchase at the time of the vehicle purchase. I thought CarMax would be more consumer conscious and take care of their customers. I thank you in advance for your assistants in resolving this important matter to me.Location: Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: If the radio cannot be fixed due to undiscovered issues I would be in favor to replacing the car as a whole, if the radio cannot be fixed.

Business

Response:

November 20, 2015[redacted],

Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]Complaint ID: [redacted] (the “Vehicle”),

VIN: [redacted]Dear Ms. [redacted]: Thank you for forwarding the complaint dated November 5, 2015 regarding

the Vehicle purchased from the CarMax store located in Sterling, Virginia (“CarMax”)

on or about July 8, 2013.In this complaint, Mrs. [redacted] cites issues with the Vehicle’s

radio system, and requests that CarMax fix or replace the component. CarMax’s records indicate that the service

department worked with vendor specialist Sound Solutions to diagnose the

Vehicle’s radio on or about November 12, 2015 at no cost to Mrs. [redacted]. The diagnostic report states that Sound

Solutions was unable to duplicate any intermittent radio disturbances. CarMax’s records also indicate that the

service department assisted by replacing the radio component at no cost to Mrs.

[redacted], and that the repair was completed on or about November 20, 2015. Service records state that CarMax coordinated

the re-programming of the new unit with the Vehicle’s manufacturer,

Mercedes-Benz, to ensure the radio would have full functionality for Mrs.

[redacted].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, Customer Relations