CarMax , Inc.

Review: My husband and I bought a car from Carmax. Carmax let us drive off with the vehicle knowing the vehicle had issues. To start, when we drove off with our new car they did not fill the gas tank all the way. They told us that was because there was an issue with their gas. Unbeknown to my husband and I. When we went to fill up our car the the gas leaked right now. Carmax lied! We further found out our fuel pump was flipped. Along with this issue, 2 days after having the car there was a problem with the brakes. I notified Carmax and then told me they're fine. They said there is probably just a little bit of dust making them squeak. I continued driving the vehicle and continued having issues. I notified carmax and they said they couldn't get our car in for another week. We had only drove off with the vehicle a week prior to that! The brakes were so bad!

In just this 12 months of having the vehicle. We have had to get our brakes fixed 3 times (they are still not fixed from Carmax), radiator fixed twice (still having issues) , motor mounts completely replaced along with spark plugs, drive belt, ignition coil, alternator belt, timing belt, pulleys and MORE! I have made appointments with Carmax to get these issues resolved and we continually leave with the current matter not fixed and other issues they have caused. Along with this, Carmax notified me that our warrant is up. Our warranty is not up. Our warranty is good until we reach 125,000 miles. Our car is currently at 104,000. In addition to this issue, I have reached corporate about our down payment not being deducted from our total amount still owed. More than a year later and our down payment has not been deducted!

Carmax continues to change their story left and right. They let my husband and I drive off the lot with a car that is dangerous to drive especially with children in the car. I have asked Carmax about there inspection process. If they did the inspection, which they say they did then these issues should have been fixed on the car before putting on lot for someone to buy. I contacted corporate and management asking to see a copy of the cars inspection. They told me the inspection paperwork is not for customers to see. Now I know why, they most likely never did the inspection.Desired Settlement: In my opinion, Carmax should have to write my husband and I a reimbursement check of all the damage my husband and I have had to pay for on the vehicle. We bought the car over $10,000 and the damage on the vehicle that they sold to us with, exceeds over $3,000.

Business

Response:

20 February 2014

Review: CarMax sold me a car roughly two months ago that I put less then 1700 miles on and has had catastrophic engine failure. I contacted CarMax service department and was told I need to take the car to the [redacted] dealer. Had [redacted] do an inspection of the car and found out the brakes that were installed by CarMax were installed backwards and incorrect. [redacted] also informed me the engine oil pan was previously damaged and repaired with what looks like a bonding paste. I had [redacted] document the incorrectly installed brakes and damaged oil pan. I then towed the car to a performance shop for a second opinion to dig deeper into the cars engine and was notified the cars engine electronics (computer) has been tampered with. The shop informed me the car has 93 parameters that were changed and altered such as Emissions disabled, engine over speed limiter, engines air/fuel ratio, engines spark timing tables, vehicles governed top speed, etc. which could be a contributing factor in why the engine has failed in less then 1700 miles.

Product_Or_Service: 2007 [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Due to the fact CarMax sold me an unsafe, altered, tampered car with a damaged engine oil pan and emissions disabled, I want CarMax to take the car back and refund my money.

Business

Response:

March 16, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

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

(the “Vehicle”) that was purchased on or about November 18, 2014 from the

CarMax store located in Las Vegas, Nevada (“CarMax”). At the time of purchase, the Vehicle had

55,949 miles registered on the odometer.

The Vehicle did come with CarMax’s Limited 30-Day Warranty. Also at the time of sale, the Vehicle was

CarMax Quality Certified and did meet all CarMax standards. Mr. [redacted] chose not to purchase the MaxCare

Extended Service Plan. In this

complaint, Mr. [redacted] is requesting a full return of the Vehicle.

CarMax was unaware of the Vehicle brake installation, oil

pan, or engine concerns. Mr. [redacted] did

not contact CarMax until after the Vehicle’s engine had blown, and he stated

that he had the vehicle towed to numerous service centers. CarMax has since been in communication with

Mr. [redacted] about his concerns. The Vehicle

was towed to CarMax where technicians attempted to diagnose the engine problems. CarMax found that the computer had been

cleared of all its data to include the "freeze frame" data, which

would have given a snap shot of the exact conditions of the engine at the time

of the catastrophic failure. Mr. [redacted]

told CarMax that he had disconnected the battery and knew that would erase the

data. CarMax was not able to verify the

oil level because Mr. [redacted] drained the oil.

CarMax did recommend that Mr. [redacted] take the vehicle to a local

dealership to try and discover more stored data. CarMax received and reviewed all documentation

related to service records on or about February 19, 2015. CarMax then discussed this review with Mr.

[redacted] on or about February 23, 2015.

Mr. [redacted]’s claim that the Vehicle was performance tuned and that the

engine was modified cannot be verified since Mr. [redacted] disconnected the

battery in the Vehicle which deleted all the useable and needed data of what

was happening to the engine at the time of failure. CarMax did not have the opportunity to

diagnose the engine concerns until after the battery was disconnected and oil

drained.

CarMax is declining the settlement request as set forth in

the complaint.

CarMax appreciates the opportunity to respond to this

complaint.

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

have any questions.

Sincerely,

Analyst, Customer Relations

Consumer

Response:

Business

Response:

March 26, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the additional message in response

to the complaint [redacted] received in your office from Mr. [redacted]

regarding the previously referenced Vehicle.

In this message, Mr. [redacted] states that he does not accept that CarMax

is declining his request to return the Vehicle.

According to our records, CarMax previously reviewed all of

the documents that were also submitted by Mr. [redacted] to the Revdex.com. CarMax did conduct a 125+ point inspection on

the Vehicle, and as part of that inspection the oil was changed and the brakes

were inspected. At the time of sale, the

Vehicle was CarMax Quality Certified and met all CarMax standards.

CarMax sold Mr. [redacted] the Vehicle on November 18,

2014. Mr. [redacted] did not contact CarMax

until after he had towed the vehicle to numerous service centers. CarMax has no way of knowing what happened to

the Vehicle between the time Mr. [redacted] purchased the vehicle until CarMax was

able to inspect the vehicle.

CarMax’s position has not changed. CarMax appreciates the opportunity to respond

further to this complaint. CarMax now

considers this complaint closed.

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

have any questions.

Sincerely,

Analyst, Customer Relations

Review: On 8/26/13 I purchased a Black [redacted] for my son. I paid an additional $100.00 to have the car shipped to the Morrow, GA Car Max location. Once the car arrived they said they had to service the car and they couldn't get a service light to go off, but the car had been inspected. I did not take delivery of the vehicle for at least 3-5 days. Two months later the transmission service light came on, and I was advised to take the car to [redacted]. According to their service agreement and the extended warranty if the car was fixed at a CarMax location the deductible was $50.00 less. After a month of going back and forth with CarMax service department (leaving messages) I did take the car to [redacted]. The transmission had to be rebuilt. It took the extended warrant provider ([redacted]) over a week to decide if they were going to honor the warranty. Less my $300.00 deductible the transmission was repaired by [redacted]. I expressed my dissatisfaction with CarMax, because I told them I paid over $10,000 for a vehicle that they guaranteed a 5 point inspection had been done, which in fact they did enough for the service light to go off. After the transmission was replaced the ABS light and traction control lights came on. I called CarMax and the service manager advised the lights were affiliated with the transmission being replaced. I was advised to contact [redacted], which I did. [redacted] advised me to bring the car back to them, which I did. They advised that the ABS light and traction control light had nothing to do with the transmission. I was then advised to take the car to a brake specialist.Desired Settlement: I want the vehicle to be fully inspected by an outside repair facility, prefarably a [redacted] dealership at CarMax's expense. Why should I have to use my extended warranty less than 3 months and pay out of my pocket for a car I paid over $10,000 for. I want the vehicle fixed. I am tired of going back and forth with CARMAX and not being able to reach anyone on the phone. I leave messages and none of my calls have ever been returned.

Business

Response:

Review: Account Number: 1020[redacted]

High Balance: $17,011

Current Balance: $6,576

Late payments being reported: Charge Off as of Oct 2013 to Jul 2015 90 days past due as of Sep 2013 60 days past due as of Aug 2013, Jul 2013 30 days past due as of Jun 2013, May 2013, Nov 2010

Dear Carmax Auto Finance,

I am writing to you regarding the repossession of the above mentioned car. I am not refusing to pay the debt, but I am disputing it.

This account is reported in to [redacted]. The account is being reported to have a derogatory rating which is very troubling to me! I am concerned about my credit because I was recently denied a loan and my existing credit accounts have increased my interest rates. This negative rating has caused me serious financial distress and will continue to cause me financial and emotional distress until this issue is resolved.

In researching my legal rights, I have found several items that I understand I am entitled to. In order to rectify this situation and ensure my rights have not been violated in any way under the various consumer protection laws, I must hereby formally demand and information request!

You are inaccurately and incompletely furnishing information regarding the above-referenced account to the credit reporting agencies in violation of the reporting requirements of the Fair Credit Reporting Act (FCRA), Section 623, Responsibilities of Furnishers of Information, for which you are responsible.Location: Make: Model: Owner/Co-Ownder? Desired Settlement: A deficiency cannot be claimed unless the correct notices were given in a proper and timely manner. Also, the law states that there must be sufficient redemption and cure time limits before a repossession may occur.

I am requesting copies of all dated notices sent to me and I am also requesting a copy of the bill of resale for my records.

If for some reason you are unable to respond to my requests within 15 days from receipt of this letter, I will assume that this deficiency is indeed voided. I will also continue to check my credit report. If there continues to be any collection activities or damaging credit reporting, that will be a direct violation of the Fair Debt Collection Practices Act and I will not hesitate to file a complaint with the Consumer Financial Protection Bureau and the Attorney General in my state.

Your prompt attention will be appreciated

Business

Response:

October 12, 2015 Revdex.com

Serving Central Virginia, Inc.720

Moorefield Park DriveSuite 300Richmond,

VA 23236 RE: ? Consumer Compliant of [redacted] (Pires) Dear

Sir/Madam: Thank you

for sharing the complaint submitted by [redacted] and providing us with the

opportunity to respond. Ms. [redacted] is

disputing the credit information we are furnishing on her credit file regarding

our tradeline. As a result of this

dispute, Ms. [redacted] is requesting that we validate our tradeline information and

prove to her that we provided her with all the required repossession-related

notices. After a careful review of our account

records, we do not find any merit in Ms. [redacted] complaint. Below we explain why.Validation

of Tradeline InformationAfter

receipt of Ms. [redacted] complaint, we completed a thorough investigation of the credit

information we are furnishing on Ms. [redacted] credit file. We concluded after this review that the

information we are furnishing is accurate and complete. [redacted] is a copy of a system generated

payment history, which substantiates the accuracy of the credit information we

are furnishing related to Ms. [redacted] account and specifically her payment

history. We, therefore, cannot remove

the negative credit information Ms. [redacted] is disputing. We have, however, updated our reporting to

reflect Ms. [redacted] dispute.Repossession NoticesMs. [redacted] indicates in her complaint that we cannot collect on the deficiency balance on

her account unless we can establish that (prior to repossessing her vehicle) we

provided her with the required time frame to cure the delinquency on her

account and that we provided her with the required repossession notices. First, Ms. [redacted] contract (copy enclosed) is

governed by the law of the state of North Carolina and there is no

pre-repossession notice required.

Second, our records reflect that we provided Ms. [redacted] with 2 optional default

notices, which informed her that her account was delinquent and that we would

repossess her vehicle if she did not resolve the delinquency. Finally, subsequent to our repossession of Ms.

[redacted] vehicle, we provided her with a sale notice and then an explanation of

how we applied the sale proceeds to her account resulting in the deficiency

balance she now owes. A copy of all but

1 of the notices referenced is attached in response to Ms. [redacted] request. As you will see, all the

notices were mailed to the same address Ms. [redacted] provides in her

complaint. Thank

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

opportunity to provide this explanation.

If

you have any questions or you need additional information, please do not

hesitate to contact me directly at [redacted],

extension [redacted].Sincerely,[redacted]ParalegalCarMax Auto FinanceEnclosurescc: [redacted]

Review: my husband had notice our oil is slowly getting lower and lower over time. So we took our car to CarMax and let them know so they charged us a diagnostic fee of $56 couldn't find the leak and then had us do a compression test for a hundred and fifty six dollars said that the valves cylinders were a little bit off and now they have us document every 500 miles our oil level but they are not documented on paper they are not writing down the miles and just so basically not truly trying to help us our car is burning oil and they don't seem concerned about it. the mechanic at the time had told us he had added about a half a quart of oil. So the oil level was between halfway between the halfway mark and the full mark and now its at maybe the middle of empty and 1/2 mark. so that showing us that we are losing oil somewhereDesired Settlement: we would like our money back that we have put down and for them to be more concerned about my car burning oil we don't mind paying $100 deductible but there's obviously something wrong with our car where is the oil going

Business

Response:

March 9, 2015

Review: To Whom It May Concern:

My [redacted] was recently serviced by CarMax in Orlando, FL due to a check engine light and engine roughness which frequently resulted in the car shutting down when accelerating from a stop. My boyfriend was able to have the check engine light diagnosed as a cylinder 1 misfire and he thought it was possibly due to a spark plug misfire due to carbon build up. I decided to have CarMax service my car since I had purchased my car with the [redacted] warranty. I will say that CarMax fixed the issue, but it took much longer than necessary due to a clear communication breakdown with the CarMax support staff. The car was dropped off early on December 30th for a December 31st appointment due to me going out of town the next day for New Years. I clearly explained the issues to the person, I believe his name was [redacted], when I dropped the car off with and he inputted the information into the system. What followed was six days of phone tag with another service representative, [redacted], on the issue. I was told the technician was unable to replicate the issue and I was called to come back in for a drive with the technician. When I arrived on January 3rd I talked to the technician in person who only needed further clarification on the issue, which I had clearly explained when I initially dropped the car off. It appeared that my information had not been properly entered into the system and I was inconvenienced by coming back in to explain what was happening. A few hours later I received a call, but had to let it go to voicemail due to being at work. The cost was only going to be $100 for the repair, but CarMax needed approval before beginning the work as was agreed on. I called back shortly thereafter only to be sent to voicemail. Unfortunately the voicemail was full and I couldn’t leave a message. I was now forced to wait until Monday, as the service center was closed for the weekend. My boyfriend called first thing Monday only to be sent to voicemail and took it upon himself to drive into the store and talk to [redacted] face to face. The car was finished later that day and was back in great shape. It is now readily apparent the CarMax staff was being overworked and couldn’t communicate to me as a customer in a timely manner. I wanted to bring this to the company’s attention as I am sure that I am not the only one that has received substandard service at this location. Even though I purchased the extended warranty I feel that I would receive much better service from a local repair shop and will use them instead in the future. Thank you.

Business

Response:

January 20, 2014

Review: I was in CarMax on Nov. 10 2013 to see about purchasing a vehicle they had. My vehicle was appraised and I drove the vehicle I was there to see about. However, the sales person ([redacted]) told me all the financing attempts would only count as one hit on my credit report. She was very wrong. I found out today that 15 hard hits were reported that day damaging my credit score. I was wondering why she was always asking me for social security number time and time again. I even asked her if this would count as multiple hits on my credit report, and she replied no. It would only be one inquiry.Desired Settlement: DesiredSettlementID: Other (requires explanation) I want CarMax to take back those bogus inquiries and fix my credit score. This is affecting my business affairs. Or pay me $10,000 restitution for the bad information provided by their employee.

Business

Response:

January 14, 2014

RE: Consumer Complaint of [redacted]

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by [redacted]. I will attempt to address [redacted] concern regarding the number of credit inquiries on his credit file resulting from his attempt to finance the purchase of a vehicle from the CarMax [redacted] location in [redacted] (CarMax). [redacted] has asked for the deletion of the credit inquiries or a payment of $10,000.00.

First and foremost, please know that prior to submitting a credit application, CarMax requires all applicants to review and execute a Credit Consent form acknowledging that they understand, amongst other things, that they are submitting a credit application for a vehicle purchase and that each application submitted could be reviewed separately by multiple financial institutions.

Our records show that on November 10, 2013 [redacted] visited CarMax to purchase a vehicle. [redacted] initially expressed interest in a [redacted] to which he submitted 2 credit applications. On the first credit application, [redacted] opted to include his [redacted] as a trade-in. It appears that [redacted] was unhappy with the finance offer he received so he decided to submit another credit application without a trade-in. Again, [redacted] declined the finance offer he received and elected to submit a 3rd credit application to finance the purchase of a [redacted] instead. This credit application was also approved; however, [redacted] did not accept the finance offer. A copy of the Credit Consent forms for each credit application submitted by [redacted] is [redacted] review. Please pay particular attention to the highlighted sections.

Finally, in regards to [redacted] concern about the impact of the multiple credit inquiries on his credit score, it is our understanding that credit scoring systems count multiple inquiries for the purchase of a home or vehicle that occurs within a short period of time as only one inquiry. I have also enclosed a print-out of the FAQ section on credit scores from [redacted]. See the highlighted section. We hope that this information addresses [redacted] concern regarding his credit score.

Given the above facts, we regret that we cannot provide [redacted] with the relief that he seeks. Thank you for bringing this matter to our attention and for the opportunity to respond. If you have any questions or concerns, please contact me at [redacted], ext. [redacted].

Sincerely,

CarMax Auto Finance

CC: [redacted]

Review: I purchased a [redacted] at carmax in may of 2014. Within the 30 day warranty period I took the car to car max 4 times and requested the car be looking at due to noises the car was making. Each time they acted like the car was fine and brushed it off. The noises have gotten progressively worse over the past few months so I decided it was time to get a second opinon at a certified [redacted] dealer. The [redacted] dealer found that the bearings in the struts wear rusted and worn out and the brakes were barely passing inspection standards. I contacted carmax that I found the problems and they said they would charge me a 59.99 diagnosis fee and charges for the parts and service since it was now out of waranty. I called customer relations and they attemped to help me through the mechanicsburg store but the store manager has not given me appropriate resolution. Also while at [redacted] I asked if [redacted] could fix the car since it had under 36k on it since carmax told me the waranty was untill then to find out the manufacturers waranty had expired just weeks after they sold me the car. Also when I got the car the front window was cracked and the tech confirmed it on the first visit. Then on my appointment to fix it they tried saying it was just a scratch and I had to fight just to get them to fix it. This is a example of how carmax tries to do as little as possible to make there cars fit to sell. The issues I was having with the bearings in particular would have required a bit more work to find but they didn't want to take the time to properly check out the car and instead let it slide by to save a buck.Desired Settlement: I want carmax to fix my car without any charge since it had these problems from day one. I also want the fees paid from [redacted] that I had to pay to get my car diagnosed reimbursed. This equals 100 dollars.

Business

Response:

February 4, 2015[redacted]Revdex.com 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re [redacted]: [redacted] (the “Vehicle”), VIN: [redacted]Dear Ms. [redacted]: Thank you for forwarding the complaint dated December 28, 2014 regarding the Vehicle purchased from the CarMax store located in Mechanicsburg, Pennsylvania (“CarMax”) on or about May 14, 2014. Mr. [redacted] requested that CarMax repair the Vehicle at no cost and reimburse him S100 for the cost he paid to have the Vehicle diagnosed at a third party dealership.Mr. [redacted] contacted CarMax’s Customer Relations Department on or about December 18, 2014 to report that he had taken the Vehicle to a third party dealership to diagnose a noise concern. He mentioned that their diagnosis determined that he needed to replace the front brakes and strut bearings.CarMax has not seen the Vehicle to address the above concern since on or about May 28, 2014. Therefore, CarMax is declining Mr. [redacted]’s request for reimbursement.CarMax encourages Mr. [redacted] to contact CarMax directly at [redacted] to address the above concern.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Customer Relations

Consumer

Response:

I contacted car max in person on 2/7/14. The receptionist said they couldn't give me the service records because they were not a authorized dealer, then she stated she didn't know how to pull them up and that the service manager was in named [redacted]. She left and came back stating [redacted] refused to pull the records for me. Car max service manager [redacted] harassed me previously on the phone when I asked for help with my car bringing up my employment with the company and this has nothing to do with me being a customer and not being treated fairy. Therefore I don't know how to get the service records if they are not willing to give them to me.

Review: On 6/14/13, I purchased what I believed to be a 2WD [redacted]. Exactly one year later in June 2014, I got a flat tire. It was pointed out to me that it's a 4WD. I contacted my Carmax ASAP. The manager I spoke to didn't deny that I was sold a vehicle that wasn't what I believed it to be. All their paperwork including sticker and website description said 2WD. [redacted], a manager, told me...and I'm not exaggerating... That I should've run the VIN & since I waited so long and put 11,000 miles on the car, they can't do anything. How in the world was I to know it was a. 4WD? And the only reason if took a year was because nothing ever has happened to my car except this flat and I called them as soon as I found out! I did not wait. If they would've sold me the correct car, this wouldn't be an issue. He's making it my fault. & it's not. He asked what I wanted them to do and I said all I want us to swap this for the vehicle I paid for. I wanted a 2012 with same color and same features with comp mileage...no more no less. He told me to bring the car in for appraisal which I did. It's upside down $751 so I asked if they could take care if that since this is their fault... Their error. No. Then I asked if they would at least cover the transfer fee for a car from Nevada...$199...& I promised that I would buy that car. NO. There's nothing they will do cuz they gave me a good appraisal which I pointed out was not a special price...it's just what the cars worth. Then I'm told I have a vehicle being transferred that they aren't charging me for. I pointed out its a free transfer for ANYONE ...not just me! And [redacted] has previously told me I already got a deal since I paid for a 2WD & got a 4WD! Like I should be grateful!? I made it very clear last yr I did not want a 4WD SINCE I ALREADY Have a [redacted]4WD! He's telling me no no no no cuz I've had it a yr and put 11,000 miles I it. And tell me how I was supposed to know until it was pointed out to me? And the flat was the only problem I've ever had with the car ! I'm devastated. & feel duped. I feel like they commuted fraud but I'm being punished. They didn't even apologize to me. I calked their corporate and the rep apologized , guaranteed me this was not my fault and did [redacted] to Blame me for not running the VIN was not OK. It's a law in some states that the dealer should run the VIN during the sale to verify. This store is treating me like they bare no responsibility and it's all on me. The only thing they will do is a trade in but I will be upside down even though none of this is my falt.Desired Settlement: I want a comfortable car and I want a written & verbal apology from the store. I was fraudulently sold a vehicle that wasn't what the paperwork, web description or salesperson said it was so I feel carmax should write off the negative equity and let me get the car I originally wanted or a comfortable one that of course I will buy. I just want what's fair.

Business

Response:

July 25th, 2014

Review: I purchased a vehicle from CarMax in 2009. With the vehicle I also purchased the [redacted] warranty. In February 2014 I traded in my vehicle and had one month left on my warranty with CarMax. I was told to fax over documents to receive my refund for that last month. I did as I was instructed and never received a response. I faxed over the required documents two additional times and never received a response. I reached out to the finance department 6/20/14 and was told by [redacted] that I didn't receive a response because the warranty had expired. I advised that when I initially called and faxed over my paperwork that the warranty was still in effect. [redacted] informed me that I would need to speak with a business office manager who is currently on vacation and she provided an additional number. I am not interested in making numerous calls to various people and departments regarding a simple refund.Desired Settlement: I would like a refund for one month ($33.33)of the extended [redacted] warranty that was left over from my purchase.

Business

Response:

July 11, 2014

Review: I brought a [redacted] with 22000 miles in Dec 2013 with catchy slogan " four year manufacture warranty" with cash. After I drove 5000 miles sun roof broke down, [redacted] dealer replaced it for free in 2012, after I drove another 4000 miles alternator broke down in June 2015 on the side of the road, I towed it to local [redacted] dealer, who told me that manufacture warranty expired in March, 2015. Dealer charged me $1400 to fix it, When CARMAX sold the car in 2013, salesman told me warranty will end in December 2015. If they would told me the (exact date of expiration) during my visit in Dec 2013 to CARMAX, , I could have chosen a car with a manufacture warranty ending in Dec 2015. I complained with Benz, CarMax. CarMax says that it is my duty to find out exactly what day the car was made, and figure it out what day the warranty ends. How I can find date of car manufacture without even buying the car.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I am request them to repay me the $1400, which I paid the [redacted] dealer to replace the alternator, I can glad to provide the receipts.

Business

Response:

Dear [redacted] I am writing in response to your email dated June 23, 2015,

wherein you enclosed the referenced complaint filed by [redacted] purchased the vehicle from the CarMax store

location in [redacted] on December 25, 2013. The vehicle had 23,144 miles

registered on the odometer and came with CarMax’s 30 day Limited Warranty. **

[redacted] elected not to purchase an Extended Service Plan.[redacted] complaint states that he was not informed by CarMax

of the vehicle’s manufacturer’s warranty expiration date. Please be advise,

CarMax does not have access to the “in-service” dates for vehicles and is unable

to provide any specific warranty expiration date. As there are many factors

which may affect a manufacturer’s original warranty, CarMax provides the

contact information in the manufacturer to allow the customer to validate the original

warranty and register as the vehicle’s new owner. See the [redacted] document

entitled “ information regarding your purchase,” which was provided to [redacted]

at the time he purchased the vehicle, and which informs him to contact the manufacturer

to determine where the manufacturer’s warranty applies to his vehicle.For the above stated reason, CarMax is unwilling to pay for

[redacted] repairs as requested in his complaint.Thank you for the opportunity to provide a response.

Review: I called carmax on 6/5/2015 to see if I was able to qualify for a vehicle. I was approved for a car with a down payment of $1,400.00. When I got all my paper work together to show proof of income I was told that the income verification I had was not exceptable without bank statements. I went into carmax the same night I got my bank statements and so my proof income was acceptable and approved by the sales manager. They began to proceed with with the paper work that I had and then come back to tell me that they had to submit another application saying that I was self employed. Which I am confused at this point as to why the sales manager or sales consultant knew that I was a 1099 employee from the start why they did not run my credit as self employed from the beginning. Then the down payment goes up to $1,800.00 After this. I go in the next day to try again for the same down payment because it was late and they were closing. The sales consultant said he had to run my credit again. So then the down payment goes up once a gain to $1,999.08. I then agree and we sign papers and I phurchase the car. I ask the sales consultant is this it no taking the car back yo have everything you need. Not to mention the hassle I had to go through with the insurance company to get a binder to drive the vehicle off the lot. and the money I had to pay. I receive a phone call from another sales manager on 6/12/2015 Around 11:30 A.M. to tell me the income I showed is not acceptable to the bank. This is almost a week later. I am very disgusted with the service because I feel like why these sales managers approve the proof of income accept it sign it off anf then a week later call me to tell me the bank says no and they have to run my credit with $300 less in income. I agree one last time to have them do a dummy application on another vehicle and he calls me back 4 hours later to tell me the bank does not see it on their end so I have to do this process all over again on Monday. Now I will have 5 different inquries.Desired Settlement: Refund of my down payment plus interest for how ever many days it takes to refund me and the money I had to spend on the insurance $250. I want a refund regardless for emotional distress of having to go through this as a single parent. making me worry about how I have to get to work and take may daughter to school. I have to wait a whole week on this due to the errors on their behalf.

Business

Response:

July 6,

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] complaint with us and providing us the opportunity

to respond. We are pleased to inform you

that this matter has been resolved. Ms.

[redacted] was unhappy about her vehicle purchase experience. Specifically, Ms. [redacted] was unhappy about the

number of applications she had to submit and the variation in the required

downpayment amount and the type of documents we required from her in order to

substantiate her income.

Our

records reflect that Ms. [redacted] submitted multiple credit applications because

she expressed interest in 3 different vehicles.

Our policy requires a different application each time a different

vehicle is selected. The variation in

the downpayment amount and the type of documents we requested from Ms. [redacted] to substantiate her income resulted from the fact that she changed her income

amount and the source of her income when she completed a new application. Ms. [redacted] indicated on one application that

she was self-employed and on another application she disclosed she was an

employee. On one application she

disclosed that she made $1,517.00 and on another application she disclosed

$1,083.00. Additionally, subsequent to

the purchase of Ms. [redacted] vehicle, the financial institution that approved

Ms. [redacted] application had concerns with the documents she submitted to

substantiate her income. While

attempting to address this concern we thought it was beneficial to notify Ms.

[redacted] of this development. Hence, the

June 12, 2015 telephone conversation referenced in the complaint. As already indicated above, we are happy to

report that the issue has since been resolved to Ms. [redacted] satisfaction.

Thank

you again for bringing this complaint to our attention. If you have any questions or concerns, please

do not hesitate to contact me at 770-792-4750, extension 8504.

Sincerely,

Review: I took my [redacted] to be repaired in January/February on a -19 degree day. I told them that my air conditioner had stopped working the summer before, but that now the heater wasn't working. It took them 5 hours to fix the issue, but I waited patiently while they fixed the issue. When I paid, I was sure to ask if this "fix" should fix the air conditioner too. I was told it should. The problem is, once it started to get hot in Nebraska, the air conditioner still blew hot air. I called in April and attempted to find a time to bring my car in. After a tearful, frustrating conversation, I was assured by [redacted] (the then service manager) that he would try his best to get it resolved under the same claim from Jan/Feb. Unfortunately, I had a work issue come up and was unable to bring my car in. I have been trying to find a resolution for this problem, as I feel I was misled about what was fixed and that they should attempt to make it right. I was told by someone named [redacted] that [redacted] hadn't been the service manager for 8 months (he back tracked when I pointed out that [redacted] was the Service Manager in Jan/Feb) and that this visit would be ANOTHER $200 to get my air conditioner fixed. He told me over a week ago that he would call me back after talking to [redacted]. I called earlier this week because I haven't heard back. My call is yet to be returned. Being that I know for a fact I mentioned the AC not working and that I attempted to ensure it would work when the weather got warm (how can you adequately test that in -19 degree weather anyway?!), I would have settled for splitting the cost as it was clearly a misunderstanding by everyone involved. But now, being as no one has been helpful/kind/empathetic, I feel my AC should be fixed at no cost to me.[redacted]

[redacted]Desired Settlement: As I stated above, 2 months ago I would have settled for splitting the cost as it was clearly a misunderstanding by everyone involved. But now, being as no one has been helpful/kind/empathetic, I feel my AC should be fixed at no cost to me.

Business

Response:

July 1, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Thank you for forwarding the complaint [redacted] received in

your office from [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about March 1, 2013

at the CarMax store located in Omaha, Nebraska (“CarMax”). At the time of sale, [redacted] purchased

the MaxCare Extended Service Plan (“MaxCare”) good until 150,000 miles or 72

months, whichever occurs first. In this

complaint Miss [redacted] is requesting for CarMax to fix the Vehicle’s air conditioning

system at no cost to her.

According to our records, CarMax has been in communication

with Miss [redacted] about her concerns.

CarMax has an appointment set for Miss [redacted] for July 7,

2015 at 8:00am, and as a good will gesture is offering a loaner vehicle while

diagnosis and repairs are made provided that Miss [redacted] can provide proof of

insurance coverage for the loaner vehicle.

CarMax is also offering to pay $100 toward the deductible of the MaxCare

claim submitted as the settlement request as set forth in the complaint.

CarMax appreciates the opportunity to respond to this complaint.

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

have any questions.

Sincerely,

Review: Spent a total of nine hours in the location per a Road Loans voucher with sales associate Chuck, he couldn't qualify me for two prior vehicles we (my wife and I) were interested in, he attempted to have the voucher cover us for purchase of the vehicle but couldn't make it work. My wife, [redacted], specifically told Chuck that we want the "Max Care" extended warranty. After several hours had passed it was time for my wife to take our 5 year old Autistic son to the doctor as he wasn't feeling well, so I stayed behind as Chuck assured my wife and I we were almost done. I have severe PTSD and social anxiety, I deployed to Iraq twice in the USMC, and Kosovo once in the Army, I am a disabled vet. I probably should have just left, however, because Chuck assured us we were almost done I took a breath and stayed while my wife left. During the transaction Chuck stated I cannot get the Maxcare because the cost of the vehicle is going to be consumed by the road loans voucher, there was no mention I could have paid for it separately on a card in monthly payments. So three weeks after we had the vehicle, the check engine light came on, my wife called, set a srvc appt for 2/11/16, we were told the o2 sensor went out, along with the Catalic Converter, we also had to have the seat belt on the driver side replaced because that was getting stuck. My wife spoke to Keith who said they could give us the extended warranty but we would have to pay the $2,000 up front rather than monthly payments. Not acceptable, today 2/23/16 our vehicle is still at service, they said the wrong parts were ordered still unknown when we'll get our car back. We want them to exchange the vehicle and start over, we've already made our first payment this is not an acceptable way to treat a consumer, it's crooked and unjust.Location: Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: We would like Carmax to switch our vehicle for something more mechanically sound. A Catalic converter doesn't malfunction randomly, it breaks over time. I feel the service engine soon code was purposely cleared prior to leaving the dealership. The vehicle has been in repair almost as long as we were able to drive it, they ordered the wrong parts and are unsure when it will be fixed. We've made our first payment, I don't think it's unreasonable to ask for a different vehicle to take this one's place.

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”)

Dear Mrs.

[redacted],

Thank you for forwarding the

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

the Vehicle from CarMax of Albuquerque, NM (“CarMax”) on January 15th,

2016. In

his complaint, Mr. [redacted] requested that CarMax exchange the Vehicle due to

mechanical concerns since purchase.

CarMax

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

approximately February 23rd, 2016, CarMax agreed to exchange the

Vehicle at his request. CarMax completed a full return and Mr. [redacted] decided

to purchase a different vehicle with CarMax.

CarMax

is unaware of any further concerns that Mr. Galbadon may currently have. If Mr. Galbadon has any further

questions, he is welcomed to contact me at 1-800-519-1511, ext. [redacted].

Thank you for providing CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

Review: I agreed to purchase a vehicle from Carmax and put down a cash down-payment. Their financing did not go through so I requested a refund of the cash I paid. I was given the run around from the manager and that my money was going to be coming in a check. I left with NO car and NO money.... This is ridiculous!Desired Settlement: In addition to getting my money back I would like to be compensated for the $50 cab ride I was forced to take home and the time and aggravation I spent trying to purchase a vehicle from this business. Never again!

Business

Response:

November 17, 2014

Review: The car has required many repairs since purchase. Some of these repairs were attempted by Carmax's service department. More repairs need to be done but the car is now out of warranty (30 days). I don't think this car was ready to sell.

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 purchased on or about

February 27, 2014 from the CarMax store located in Memphis, Tennessee.

As stated in his letter, [redacted] took his Vehicle to CarMax on or about March 28, 2014 to have several repairs completed. All repairs were completed at no cost to [redacted] under the 30 Day Limited Warranty. CarMax was not aware of any additional concerns as the store has not heard back from [redacted]. CarMax would appreciate the opportunity to address any additional concerns that [redacted] may have.

[redacted] may contact the CarMax store located in Memphis, Tennessee and ask to speak to the

Service Manager at [redacted] extension [redacted]. 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:

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.

Basically, I don't think this car was ready to sell when I purchased it. After driving it for two weeks, I returned it for repairs at the CarMax service department. They kept the car for another two weeks, but were unable to complete the repairs to my satisfaction.

By the time the car was returned to me, it was out of warranty. Also, I discovered that in addition to the original set of problems, the car leaks water when it rains and the engine now runs erratically at certain speeds.

I feel that a car, especially a late-model [redacted], should provide years of trouble-free service. This car has numerous ongoing problems and does not meet either my own expectations nor the stated measures of quality of CarMax. In my opinion, CarMax should offer a refund.

Regards,

Review: A service call was made to CarMax 3/31/14 for several issues (noisy transmission/engine, puttering/shaking, complete shutdown of vehicle, and pulling around about 50mph) with a vehicle that was purchased 03/08/14.The appointment was made for Wednesday 04/02/14 at 10am. I arrived about an hour early and spoke with a service representative whom immediately proceeded with check in. He asked to test drive the vehicle to see if any of the issues will duplicate. During and after the test drive he rebutted any issues that occurred and stated that its pointless to have the vehicle ran for a diagnosis test or mechanic take a look at the vehicle even after request. He did offer to take a look at a malfunctioning key and offered a carwash. The representative gave two options, keeping the car over night or going to a dealership to have the key repaired and get reimbursed. I decline the over night option, but requested for the car could to have a diagnosis test ran again. My request was denied once more because his supervisor would be displeased if the car was looked at and nothing was found. I went to the dealership and they immediately offered a diagnosis test. They recommended to flush the fuel system to get rid of the puttering, replacement of the cabin filter, air filter and windshield wipers. They did the work and per [redacted] recommendation we returned to CarMax for reimbursement. Upon our return we again spoke the service consultant about reimbursement. He stated that it is dealer's job to find minor issues for profit and there was nothing we can do.. At this time I requested to speak to a manager. The service manager spoke with us and stated that we had been hustled by the dealership and as unfortunate as the situation was he could not reimburse anything. I stated that the car shouldn't have needed any basic maintenance under 30 days and anything under our warranty should be covered. He stated that they do miss things on occasion and would've been happy to repair any issues that occur. He stated that we only made an appointment for noisy transmission, which was incorrect. I again restated that service was denied to me and these issues couldn't be resolved without us having the car inspected by a mechanic. He then offered for a mechanic to test drive the vehicle after repairs were already performed at the dealer. The mechanic drove the vehicle and stated that the car ran smoothly and that the fuel injector being clogged could cause the car to putter or worse if a flush isn't performed. Spoke again to the manager that stated that my concerns are on file and if something happens 6 months to 1 year from now could be resolved but if a problem occurred 2 years from now is a little long winded.Desired Settlement: I would like a refund for the repairs that was done by the dealer and entire refund of the vehicle.

Business

Response:

21 April 2014

Review: Since I have had this vehicle, I have had this car at CarMax a total of 3 times. 2 of the issues are for repeated concerns. 1 of them being right back speaker which are on one occasion, company stated there were no concerns on 2nd attempt to get it repaired, they claimed speaker was replaced, speaker is still faulty. They also told me my concerns with brakes was due to repair of rear stabilizer end links and said the would adjust themselves. Brakes are still squeaky, still experiencing leaks from under engine, though smaller leak size than before. Also since last repair, front console are of car is very noisy, rattles when you go over rough areas of road, more so than a car should over bumps in road.

I had spoken with Carmax related to continued complaints a couple of days after car was returned and informed them I was going to contact Revdex.com. No response.

Due to the hectic schedule of my job, coupled with the fact that I am also on call for situations. I cannot afford to continue making these excess trips to the dealership for repairs that should have been resolved my now.

They should fully inspect the car for any issues and repair them properly.Desired Settlement: Fix the brakes, replace the speaker, check front end of car.

Business

Response:

April 16, 2014

Review: The front passenger speaker was blown and I was advised a new one would be ordered and replaced. After 3 weeks I called and they said it was never ordered so they will get a new one. When it came in they sent it back after having it for 2 weeks because I was unable to make the 1st appointment they scheduled. I went back up there due to my radiator being busted and the service rep said he could reorder the speaker and still fix it for no charge. I called a week later and was advised nothing was ordered for me and now it's 4 months later since I 1st purchased the car.Location: Huntsville alMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like for the speaker to finally be fixed and also the 4 25$ certificates I was promised when I bought the car to be used towards oil changes and other services.

Business

Response:

April 20, 2015

[redacted], Operations Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

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

Dear Mrs. [redacted],

Thank

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

regarding his purchase of the Vehicle from CarMax of Huntsville, AL (“CarMax”)

on December 15th, 2014.

In his complaint, Mr. [redacted]

stated the front passenger speaker was damaged on the Vehicle. Mr. [redacted]

requested that CarMax replace the speaker. CarMax contacted Mr. [redacted] on April

20th, 2015 to schedule an appointment for this concern. CarMax

ordered the replacement speaker and is prepared to complete the repairs once an

appointment is made with Mr. [redacted].

Additionally, Mr. [redacted]

requested that CarMax provide him with goodwill coupons which were promised to

him at the time of sale. CarMax will provide Mr. [redacted] with these coupons when

he brings the Vehicle in for repair.

If Mr. [redacted] has any

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

Thank you

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

Sincerely,

Analyst, CarMax Customer Relations

Review: I have had CarMax Auto Finance since 2009. I contacted them in Nov 2013 after my daughter was hit by a car and we were facing some serious medical bills. I was seeking advise on if I should defer payments, get an extension or simply notify them that the payment for Nov would be made at 32 days late (on Dec 9th) The person on the phone advised that since I knew that I was going to make the payment nothing further needed to be done and they would make the notations in the account. I did express my concern that I did not want any late payment to hit the credit bureaus and was advised that they made the notations of the payment date. I did make the payment as I promised on Dec 9th and in Feb 14 Carmax decided to then report the payment as late. I called them several times and was told they could not change it since I didn't have an extension in writing. The supervisor on the phone also harassed me for not picking up the phone when they called me at the end of November even AFTER I explained to him that I was in a hospital with no cell phone. Needless to say they did not stick to what they had previously told me. Carmax did not give me honest information and misled me through this ordeal. I also have always made extra payments to Carmax every month.Desired Settlement: I would like them to remove the negative credit report.

Business

Response:

March 6, 2014