CarMax , Inc.

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: 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: 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

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 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: 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: 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: 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: 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: 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: 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: 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: 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: 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 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: 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: 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: 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

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: 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