CarMax , Inc.

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

Overall, not a bad experience. If you don't like to haggle, it's great. I feel the price of the car I purchased was fair. I have only had it for less than two weeks, so I cannot comment on problems with the vehicle a few months down the road. I got all the bells and whistles in the vehicle. I did have problems with hard water spots that required them to send the vehicle out to be detailed. The detailer did a so-so job, leaving a lot of hard water spots near the bottom of the back window.
When it comes to trading in a car, if you can sell it first before you purchase from Carmax, that is your best bet. They will low ball you! I traded in my car in able to purchase the car I wanted immediately. I would have lost the vehicle I wanted had I not sold the current car to Carmax. They definitely low balled me. I found my traded in car for sale on their website for $5k more than they gave me. Yes, I know that's how they make money, but I sure didn't expect them to make $5k!
Overall, I would say it was a fairly easy process. Knowing what you're going in to at the start makes it a lot easier.

My husband is military and we are TN residents, stationed at [redacted], GA. We were told by CarMax that to use their financing we had to register the car in GA, although we are legal TN residents. We were told we would have to get outside financing to register the car in TN. My car is registered in TN and our car insurance policy is in TN, and we cannot add a car registered in GA to a TN policy. We checked on financing with our bank and the warranty my husband wanted to buy with the car made the loan-to-value ratio too high to finance the amount of the loan without us having to pay thousands out of pocket and finance the rest. I called the TN county clerk office, our bank, and CarMax finance 1-800 # and all of them stated this did not sound right, that military have different rules. We have bought 2 cars since being stationed in GA from other dealerships and not had this problem, it is CarMax-specific. We returned the car using their 5 day return policy with no issues, but I would not consider them military friendly, or knowledgeable.

Review: I entered into a contract with Carmax in Ontario, CA, to purchase a car. In the contract, I agreed to allow the contract to be assigned to a third party if Carmax chose to do so. The lender that Carmax intended to assign the contract to backed out and now Carmax is not honoring our contract. There is no contingency in the contract based on a third party accepting it to be transferred to them. My contract specifically states that I am to make my payments to the seller which is Carmax at the address where I made the purchase. Now, because Carmax is unable to transfer the contract to a third party they are telling me I need to return the vehicle or obtain different financing. This is not required of me because I have a contract with Carmax and I even tried to come into the Carmax location to make a payment which they refused to take. I will be in default if I miss the agreed upon first payment date of July 8, 2014, which I'm expecting Carmax to be waiting for so they can take the vehicle back. They are not allowing me to honor the contract on my side by making a payment and forcing me into a default situation so they can alleviate their problem of not understanding third party loan stipulations before entering a contract with me. For more information about the deal, I gave a $3000.00 down payment which Carmax accepted and I took possession of the vehicle.

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

All I want is for Carmax to honor our contract. If they cannot honor this particular contract then I expect for them to make adjustments to their side to give me the same monthly payment and length of loan in a new contract. If they can only find alternative financing for me at a higher interest rate then I would ask them to lower their sales price so the monthly payment stays the same and that it remains a 5 year loan. Up to this point, they

Business

Response:

August 8, 2014

Review: A car I bought at CarMax in [redacted], was traded in to [redacted] on 8-6-14. [redacted] paid CarMax off on 8-11-14. As a result of early payoff I am due refunds for extended warranty service, & gap insurance. I went to local CarMax on 8-7-14 and requested refunds on the items included in original contract. As of 8-16-14, I have not received any refund checks. When I call or write emails to CarMax, they say I will NOT receive any refunds before 8-27-14. Why would I have to wait 3 weeks for my refunds? Their attitude is questionable! I am wondering if I will EVER receive refunds from Car Max.

Business

Response:

September 16, 2014

[redacted]

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID [redacted]

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

Dear [redacted]

Thank you for forwarding the complaint dated August 17, 2014 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about April 26, 2012. [redacted] did not request a desired settlement, but is inquiring on the status of her refund.

According to the complaint, [redacted] sold the Vehicle to [redacted] on or about August 6, 2014. [redacted] was then entitled to receive a prorated refund from CarMax for her GAP Insurance and Extended Care Plan.

CarMax processed [redacted] refund in the total amount of $1847.43 on August 19, 2014 and reimbursement check #[redacted] was mailed to her home address of [redacted] on August 22, 2014.

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

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

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: ON JULY 14TH I PURCHASE A VEHICLE FROM CARMAX, [redacted]SAME DAY DROVE IT TO MY MOTHERS HOUSE IT HAD ISSUE'S SO THE NEXT BUISNESSDAY RETURN IT BACK TO CARMAX SAME LOCATION SPOKE TO SALES PERSON ABOUT ISSUE'S, [redacted], SO WE AGREED TO JUST GET ME IN TO ANOTHER VEHICLE INSTEAD, AFTER FINISHING SIGNING CONTRACT CAR WAS BEING WASHED ALL OF A SUDDEN THEY SAID THAT THE WINDOW REGULATOR BROKE LT RR DOOR , I HAVE BEEN THERE 6HRS TWO DAYS IN A ROW, SO MANAGER [redacted] JUST DECIDED I WAS TOO PICKYAND SAID THAT WE WILL JUST RETURN YOUR MONEY AND NOT DO BUISNESS WITH YOU [redacted], BECAUSE NO MATTER WHAT WE DO WE CANT MAKE YOU HAPPY. WELL I TOLD HIM THATS FINE JUST RETURN MY MONEY, THE WAY I PAID , DEBIT CARDOR CASH INSTEAD THEY GAVE ME A CHECK THAT BOUNCED, MY [redacted] CHARGED ME $35.00 FOR A RETURN CHECK THAT THEY GAVE ME , TODAY 7-19-13 FRIDAY I WOULD LIKE TO PICKUP MY CASH FROM CARMAX AND MOVE ON MY COMPLAINT IS THAT , THEY ARE STATING THEIR CARS ARE CERTIFIED AND GONE THRU 125 POINT INSPECTIONS, WELL THE TWO CARS I WAS TRING TO PURCHASEHAD BIG DAMAGE TO BUMPERS FRT AND REAR OF THE CAR, [redacted] AND [redacted] WHAT I DONT UNDER STAND IS THAT IF THEY DID THE INSPECTIONS AND REPAIR OF DAMAGES BEFORE THEY SELL IT ON THE LOT. I WAS WITH MY TWO DAUGHTERS THAT DAY I WAS FRESTRATED HUNGRY THEY DID NOT OFFER ANYTHING TO DRINK OR SNACKSFOR MY KIDS OR ME , I CONTACT HEADQAURTERS THEY DONT CARE ABOUT THIS THEY DO NOT WANT MY BUSINESS, THEY SAID THAT I CANT NOT DO BUISNESSWITH CARMAX NATIONWIDE , AS A CONSUMER I WAS JUST TRYING TO BY A CAR FOR MY BIRTHDAY , NOW I DONT HAVE THE MONEY IN MY BANK THAT THEY WERE SUPPOSE TO REFUND, IT WAS RETURN, BACK NUN SUFFICIANT FUNDS.MY EXPERIENCE WITH CARMAX WAS NOTHING BUT A HASSLE FROM DAY ONE I WOULD NOT RECOMEND THEM TO ANYONE.THEY TREATED ME LIKE CRAP LIKE I WAS NO BODY IMPORTANT AS A CONSUMER JUST TRYING TO BUY A CAR.SELLS PERSON AND MANAGER TREATED ME UNFARE AND THEY SHOULD NOT BE WORKINGDesired Settlement: REFUND TODAY MY MONEY IN CASH, Friday 7-19-13 I will be in at 10:30this morning, and $35.00 that my bank charged me for return check, and remove me from their do not do business list because I feel I have the right as a consumer to go to another CarMax location , and I spent 6hrs two days with my kids there only to find out that the cars I was trying to purchase it does not even come close to certified car, had damage on frt and rr bumpers and engine , confensate me for my 12hr waisted

Business

Response:

August 1, 2013

Review: I PURCHASED A VEHICLE FROM CARMAX SEVERAL YEARS AGO AND CARMAX ALSO FINANCED THE VEHICLE. I CAME IN TO CARMAX ON SUNDAY TO TRADE IN MY VEHICLE FOR A NEWER VEHICLE. I SELECTED A VEHICLE AND WAS INFORMED THAT I HAD 5 DAYS TO RETURN THE VEHICLE/VOID THE CONTRACT. I WAS ABLE TO FIND A BETTER DEAL ON A BETTER CAR AND CAME BACK TO CARMAX TO RETURN THE NEW VEHICLE YESTERDAY. CARMAX WOULD NOT GIVE ME BACK MY ORIGINAL VEHICLE, EVEN AFTER MY CALLING THE LOCAL POLICE DEPARTMENT. CARMAX INSISTED THAT I "SOLD" THEM MY ORIGINAL VEHICLE AND NOW OWED THEM $2,200, THE NEGATIVE EQUITY IN THE ORIGINAL VEHICLE. THEY INSISTED THAT THE SALE OF THE NEW VEHICLE WAS A COMPLETELY SEPARATE TRANSACTION FROM THE TRADED IN VEHICLE. THEY WOULD NOT RETURN MY CAR. TODAY, WHICH IS WEDNESDAY, I CAME INTO PAY THAT $2,200 NEGATIVE EQUITY, ON MY CREDIT CARD AND CARMAX WOULD NOT ACCEPT THE PAYMENT. THEY INSISTED ON CASH. FURTHER, THEY NOW CLAIM THAT THE SALE OF THE NEW VEHICLE AND THE "SALE" OF MY OLD VEHICLE TO THEM WERE NOW CONNECTED, NOT SEPARATE! THEY WOULD NOT RETURN THE NEW VEHICLE, AS PROMISED, AND WHICH IS IN WRITING, WITHOUT PAYING THEM CASH FOR THE NEGATIVE EQUITY IN THE FIRST VEHICLE! THIS IS CRIMINAL AND THEFT. THEY ARE STRONG-ARMING ME TO BUY THEIR CAR THAT THEY SAID I COULD RETURN IF I FOUND A BETTER DEAL. THEY DECEIVED ME, DID NOT EXPLAIN ONCE THAT THEY INTENDED TO TREAT MY TRADE-IN AS A "SEPARATE SALE" THEN HASSLE ME FURTHER WITH NOT ALLOWING ME TO RETURN THE VEHICLE WITHOUT PAYING THEM $2,200 CASH. THEY ALSO WOULD NOT ALLOW A CREDIT CARD PAYMENT. I DO NOT HAVE CASH TO SPARE AND THEY ARE LITERALLY BULLYING ME AT THIS POINT AND I FEEL HELPLESS.Desired Settlement: I WANT THIS MADE RIGHT. I WANT THE PUBLIC TO KNOW THE REAL CARMAX BUSINESS PRACTICE, AND THEY SHOULD BE STOPPED FROM DOING THIS AGAIN!!!!!

Business

Response:

21 August 2013

Review: Worst experience with a car ever, The only thing good I can say is when [redacted] fixed the heat and messed up the plastic on all sides he did order the parts to fix it at no charge.As far as the 125+ inspection goes I don't believe it went through anything ,mirrors were loose,buffing compound in all the crevices ,heat did not work,and there was a leak in the trunk this is about to be my 3rd trip back to carmax to leave my car I have only had for barely over a month they have had it about a week and a half out of that time .And now the check engine light is on !They wont even give me a loaner for a day when there the ones who messed up the car fixing it to begin with because now 2 weeks later than I get [redacted] on the phone our 30days is up. I would have defiantly taken it to be inspected somewhere else myself if I knew they did not inspect it like carmax statesDesired Settlement: All I need is a loaner for monday 9-9-13 ,so I can get to work and they can fix there errors

Business

Response:

September 26, 2013

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated September 4, 2013, wherein you forwarded a complaint from[redacted]. [redacted] requested in her settlement to receive a loaner vehicle on September 9, 2013.

[redacted] (“the Vehicle”), from the CarMax store located in Memphis, Tennessee (“CarMax”) on or about July 17, 2013.

According to CarMax’s history, [redacted] came in on or about September 9, 2013 to address concerns regarding scratches on her dashboard. During this visit, [redacted] requested to receive a loaner vehicle. CarMax declined her request because she was outside of her 30-Day Limited Warranty. [redacted] utilized her extended service plan’s rental reimbursement to rent a vehicle for seven days.

Due to repair delays and as a gesture of goodwill, CarMax covered [redacted] rental for an additional nine days and consumerized the expense until the final repairs were completed.

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

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

Sincerely,

[redacted]Analyst, Executive Response Team

Review: I was sold a vehicle that had physical work done on it in order to sell the car and it was not revealed. I was told that the car had its original items. I had the tire rot and the letters from the vehicle dropping off. I found out that the driver passenger door, backside had been replaced as well the bumper. The paint job in the back of the car is different from the front of the car.The inside of the trunk was assembled wrong. This represents unethical practices and I want an answer and a refund. I went to Carmax located on [redacted] located in [redacted], Florida. I spoke to [redacted] and I asked for the store manager to give me a call and I have not heard from them at all. Also, they sell you this warranty program that does not cover everything they mentioned. Please help!Desired Settlement: I would like to have a refund and a replacement. I put a considerable amount down on this vehicle.

Business

Response:

Review: I purchased a vehicle from Carmax in Fort Worth on March 19, 2013 and I notice issues with my vehicle. The first time I took it to the shop was in May 2013. When I took it to the [redacted] dealership they told me that Carmax couldn't have possibly inspected this vehicle. They said my tires needed to be replaced, transmission needed to be looked at, A/C, Drive belt, and other issues. I took it back to Carmax but couldn't get it in. To fast forward…….I moved to Mississippi for work and I have taken it to the Carmax in Jackson, MS 3 times. They ended up replacing the A/C compressor, they said I have a defective seat belt, my tired are shredded because of my traction. I have all the paperwork for the repairs. And still now the car still doesn't run like it should. Everytime I turn on the A/C the car vibrates. The traction light flickers on when ever it wants to. I was sold a lemon and I want another car. I talked to the people in the service department at the carmax in jackson, MS and they said they can't believe this car was sold to me with all of these issues. They can not tell if the car has electrical issues. But I know it does. Once again I have all the paperwork to support my claim. I have called the Corporate office for Carmax several times and they said they were going to call the Carmax in Texas to contact me but I have not heard from them yet and it has been 3 weeks already. It seems that they are not trying to help me. I have only had my car for 9 months and I have gone through hell...Desired Settlement: I want another car. An even exchange. I was sold a lemon from the Carmax in Fort worth, Texas.

Business

Response:

January 23, 2014

Review: On 2/15 I called and spoke to Car Max in regards to a vehicle. I was told what to bring into the location. I already had a pre-approval from Capital One Auto. On 2/16 I drove 2 hours to [redacted] location. Worked with [redacted]. He said my husband, despite having a pre-approval from Capital One, could not purchase said vehicle because his license was expired (it is not expired- only the commercial CDL). I told him upfront that I would do the paperwork and we could refinance, but I did not have any income paperwork with me since I was not planning on doing the purchasing. I did tell him I had my W2 and direct deposit on my bank statements available and he said that would work. We proceeded to pull my credit and do the approval. After 2.5 hours of being there, the manager told me that I could not be approved because I needed an actual pay stub (this is not what I had been told 2.5 hours previous). He argued with me that ALL companies have this available online and was extremely rude. Then [redacted] the business manager became involved. After 3 hours, we left. We wasted over 7 hours of our time, plus expenses. On 2/17 I called the customer care and explained the situation to them. On 2.17 [redacted] called me and I said I did not want to purchase in my name since Capital One had already approved and I had spoke to Capital One earlier and they said check had been sent for purchase and they had all documents. She said she spoke to someone from Capital One and they said it could not be purchased. I asked who she spoke too, but she conveniently did not know. Then she rudely said, "our you buying the vehicle or purchasing it elsewhere?" I then left a message for her boss and I have not heard a response at this time.Desired Settlement: I not only want an apology but to be compensated for the grief, time and expenses for an entire wasted day plus the rude and complete lies that were told by people in management.

Business

Response:

March 3rd, 2014

Revdex.com

Richmond, Virginia 23219

RE: [redacted]
Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding her experience with the CarMax of [redacted], [redacted] (“CarMax”). In her complaint, [redacted] shares her frustrations in dealing with multiple associates in an attempt to purchase a vehicle from CarMax. She states that she has reached out to the [redacted] of CarMax to discuss her experience, but has yet to receive a call in return. Due to her frustrations, [redacted] is requesting an apology and compensation from CarMax.

CarMax’s research shows that [redacted] and the [redacted] of CarMax have discussed her concerns since the receipt of this complaint. In an effort to minimize the impact to [redacted] time, CarMax worked with them and their finance company to ensure all stipulations were met prior to the[redacted] returning to CarMax to complete the purchase. In addition, CarMax invited the [redacted] in outside of normal business hours to complete their purchase. [redacted] came in and purchased their vehicle on February 21st, 2014.

CarMax recognizes [redacted] frustrations and apologizes for any inconvenience that may have been experienced. Thank you for providing CarMax an opportunity to respond.

Sincerely,

Review: Disappointed Repair Customer –Mechanics failure and irresponsibility cost me another $1000 – Gastonia, NC

Dearest CarMax,

I purchased a [redacted] in June 2012. First, during the transport from Chattanooga, TN to Gastonia, NC (Charlotte area) they scratched the roof of the truck and took 3 days to repair it. However, after the repair the truck was beautiful. The vehicle was well maintained from the previous owner and is still babied to this day. We and our family purchased over 6 vehicles over the past 10 years. I have always recommended CarMax to my friends and family.

During the first week in August that year, the check engine light came on. Less than a week after the 30 day warranty the shop stated it was a “Knock Sensor”. Knock Sensors are not an easy fix as the intake manifold must be removed to replace the two sensors and the wiring harness. The job was completed, only after negotiating the fees for the job. The job was quoted as $690. CarMax repeated that the truck was out of warranty, one week out of warranty. We negotiated to pay 50/50 for the bill. I was out $345.

About 10 months later, the check engine light came on again. I took it to a local auto parts chain store where they offer free diagnostics. It was the Knock Sensors again. I immediately went to my CarMax receipt and, of course they only warranty parts and labor for 6 months/6000 miles. Through the next few months the light came on and off, almost routinely every other tank of gas. I considered it could be bad fuel, being new to NC; I kept searching for new gas stations.

Seeing that the knock sensors were recently placed, I began researching via [redacted] web forums the causes of knock sensor codes. I also located an extremely reliable local mechanic to maintain and repair all my family’s vehicles and they were perplexed over the sensors coding again. During late spring of this year, the check engine light came back on and refused to go off. I replaced the Mass Air Flow but to no avail. I cleaned the intake, but to no avail. My last choice was to go through the cost of having the sensors replaced, once again.

Once my mechanic took on the task, the cause was very visible. The wiring harness from the knock sensors that CarMax replaced was crushed between the intake gasket and the cylinder heads. An obvious and well known issue, as described on the [redacted] for people who have multiple issues with Knock Sensors. The job was completed correctly for $1007.

I secured the old knock sensor parts, including the crushed wiring harness, which began to fray and short out against the cylinder head and the gasket showing the wear.

Needless to say, I went back to CarMax in Gastonia, NC where I was greeted with smiles and firm handshake from one of the ladies working as a “Customer Advisor”. She heard my issue and told me she’d check with her manager and call me by the end of the day. And as guessed, I received the call an a very fake polite and condescending denial was given. Her poor excuse was hidden behind, Geesh, we would have like to of had an opportunity to correct our issue, but since you didn’t come back to us, we will not honor my request to get reimbursed for their mechanics failure to correctly install the sensors. It was an obvious good choice not to return to CarMax, with hindsight in mind, they would have covered up for their mechanic irresponsibility, I’m certain.

Taking it up the ranks to Customer Relations, I received my second denial from a lady who described herself as a temporary helper from their Richmond, VA location. She was to have spoken with other ‘more experienced’ relations expert and get back to me by Monday. Here it is Wednesday and no call back. So I called back and received a firmer denial with no one further to speak with other than a simple manager…

In getting their bad news, I have no other choice but to take it to the Revdex.com!!!Desired Settlement: Reimbursment of the $1007 it cost me to fix the mistake for their mechanic's failure to replace to part correctly.

Business

Response:

July 21, 2014

Review: I came in to buy a car in February of 2014. I went to the Carmax off [redacted] and [redacted] in[redacted], Tx. [redacted] was my sales person and he did a fantastic job. I walked away with a [redacted]. I signed up with [redacted] insurance and the [redacted] for the warranty up to 125,000 miles. In August of 2014 my car was parked legally on the side of the road and a driver who fell asleep at the wheel hit it and it was totaled. I called my lien holder ( [redacted]) which is a lien holder through carmax. They told me I was responsible for the car payment until all the paper work was settled. I called [redacted] back in early September to see what I needed to get a new car. He told me I needed the paper saying that [redacted] ( the man's insurance who hit my car) bought my car. He didn't tell me what the paper needed specifically,all he said was I needed the paper saying [redacted] bought my car from [redacted]. So [redacted] sends the paper in the mail. I get approved for another [redacted] car. My fiance and I Go up to carmax( which is 45 minutes away from [redacted]) thinking we are coming home with a car. Wrong. The paper I gave them which said [redacted] bought the car wasn't enough information. [redacted] came back amd told me after being up there for 3 hours that Carmax needs a copy of the check that [redacted] sent out to [redacted]. He also said that its a possibility since I havent continued to make payments to [redacted] that [redacted] may deny my account. Needless to say we left with no car. (In June my dad totaled his car. He had [redacted] insurnace as well. He called his lien holder and told them that his car was totaled. He was not expected to make another payment after that. [redacted] didnt ask him to provide a payment history or a police report. They just paid the remaining balance which is the whole concept of [redacted] insurance. My dad also got a new car even before [redacted] finished paying off the car) I feel that Carmax is screwing me over. Since [redacted] and the [redacted] insurance is through carmax, I feel like they are trying to get extra money out of me that I dont have. This wreck was not my fault and I am the one who is being punished. I couldve left with a car two weeks ago but now im having to pay 150 a week on a rental with is 300 every two weeks because Carmax isnt backing down. I want them to know that regardless of this outcome they will not get another minute of my time. They are screwing me over and they know it is wrong! How am I supposed to pay a regular $400 car payment on top of paying $150/weekly for a rental? I live paycheck to paycheck. I am a full time student o. Top of a full time worker as well. They are trying to get an additional $800 out of me (the 2 payments from September and October that I disnt pay cuz it was pointless. The car was already totaled.) In reality that isnt a lot of money but considering the circumstances I dont have the extra $800 to give. I am extremely frustrated because of this.Desired Settlement: I want an explaination as to why I have[redacted] insurance needs all these documents even though there is a possibility of being turned down. If I knew all of this in the beginning I would have never even gone to carmax I the first place.

Business

Response:

November 4, 2014

Review: I have brought my car back to Carmax 3 times for the same problem now. First, they "forgot" to look at the issue resulting in my 2nd trip. The 2nd time they basically fixed one thing and broke another.I now have to bring my car back a third time. Each time they've claimed they would take care of it.Desired Settlement: At this point, they should give me a free service call or something. I need a new tire rod on the car. How about fixing that for free?

Business

Response:

January 14, 2015

Review: I purchased a four runner from Carmax on December 6, 2014.I was initially impressed by their sales department,and their claims and promises of the product that was receiving.I was told that the vehicle I was purchasing had gone through a thorough 120 point inspection,and that the vehicle had recently been equipped with new brakes and tires,along with other safety features and standards.this was very impressive and important to me because this is the vehicle I would be driving my daughter in.within the first couple days I noticed that the check engine light was on. I made an appointmentwith Carmax to resolve this issue and was given a week for an appointment date. During that week I had an independent company inspect my vehicle.I was notified of several issues with my truck, some of which I cannot believe were overlooked during their thorough inspection,including loose intake,brakes needed replaced, bad allignment,bald tires below 3mm, One of the tires had been plugged back in 2010,cracked control arm bushings, bad shocks, leaks in shocks,Low brake fluid, faulty spare tire,among other issues.when I brought my vehicle in to have the check engine light reset,I notified Carmax of the issues that were inspected,they acknowledge these problems but claimed that they were up to Carmax standards,and was told that I would receive an additional six months 60,000 mile warranty,should any of these issues be a further problem. This was not acceptable to me, considering,specifically I was told I was purchasing a vehicle with new brakes and tires. I was told that although the tires were below 3mm, which I consider to be very unsafe, they were up to carmax standards and nothing would be resolved. among the issues that were acknowledged,the bad alignment was the only issue,that was promised to be fixed. I was very unsatisfied with how I was treated by the service department, and their efforts to make me feel like a valued costumer.when I talked to a sales manager, and requested to talk to a store manager,I was told that I would be contacted with a resolution for this matter, the next day,and it has now been a week and still haven't been contacted by anybody.what started out as a great experience, has now turned into a very stressful,unsatisfying experience! I'm very concerned for the safety of me and my family, in regards to these issues.Desired Settlement: I would like to receive the new brakes and tires that I was promised along with fixing the bad alignment, and have the other issues inspected thoroughly. It would be nice to feel like a valued customer, and be happy about the truck I am purchasing.

Business

Response:

[redacted]

Review: I purchased a [redacted] last year. Carmax represented that it had passed their rigorous inspection. It started with the sales clerk responding to the question of where is the spare tire with, "they are run flat tires." Sure enough I got a flat tire on the way home, the same day bought the car! In the last year I have had to have the following repaired:

Water Pump

Engine Harness

Oil Pan Gasket

Radiator Hoses

Drive Belt

Pulleys

Heads up Display

Walnut Blast

This is totally thousands of dollars, over 20% of what this vehicle cost. This car was a lemon from the beginning and they have done nothing when I have asked countless times to bring this vehicle back. It is an absolute shame that they are allowed to rip off their customers so heinously.

On another note, their Service Manager [redacted] was an absolute pleasure to deal with, unfortunately, he does not have the authority to get anywhere with this situation.Location: Oak Lawn, ILMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Take my car back, provide me service, or a comparable solution of your choice.

Business

Response:

April 1,

2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2007 BMW 335I (VIN: WBAWB73557PV83751

(“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 Oak Lawn, IL (“CarMax”) on

February 8th, 2014. In his complaint Mr. [redacted] requests that

CarMax take return of his Vehicle or provide a “comparable solution.”

Mr. [redacted] stated

multiple service concerns with the Vehicle throughout his ownership. A review

of CarMax’s service records indicates repairs completed on June 23rd,

2014 for a replacement water pump and thermostat. In the interest of customer

service, CarMax covered the cost of this repair totaling over $700.00.

CarMax last performed

repairs on the Vehicle in August of 2014. At that time, the Vehicle was taken

to a BMW dealership for further diagnosis and repair for a check engine light

concern. Mr. [redacted] was working directly with the BMW dealer for this repair.

CarMax will diagnose any

concerns Mr. [redacted] currently has on the Vehicle and work with him to see what

options are available once the diagnosis is complete.

Thank you

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

Sincerely,

Analyst,

CarMax Customer Relations

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is no way shape or form fixes the issue. I can get a diagnostic anywhere I want. The issue is CARMAX did not do their due diligence on the vehicle. Starting from the salesman up. Wear and tear is not the case either. This car was put together for a quick sale to pass the issues onto the poor victim who ended up buying the car (myself). I currently owe 17,700 on the loan and would like CARMAX to pay that amount and take the car back. That is the only resolution I will accept.

Regards,

Review: In all of their advertising and sales, in everything from commercials to the recording that plays when you are on hold with one of their stores, CarMax promises one thing -- used cars that that have passed a rigorous inspection to ensure that they are safe and reliable. On February 21, 2014, I purchased a [redacted] from CarMax, and was presented with a certificate, signed by one of their service technicians, guaranteeing that the vehicle had passed this "Rigorous, 128 Point Inspection."

When I test drove the car, I noticed that several indicator lights were on, the ABS light, the tire pressure light, and I was getting error messages that Hill Start and ESC were unavailable. I presented these as concerns to my sales associate, [redacted]. He assured me that he would check with CarMax technicians on these issues. Soon after, he came back, informing me that the lights were on because the car had just had a smog check, and they would turn off as I continued to drive.

Two days later, February 24, the lights had not turned off. I brought the car to my mechanic, who found that the ABS cable in my car had been cut, hence why the light was on, and that all 4 tire pressure sensors were faulty. Both of these are items that CarMax lists as having passed their "rigorous" inspection. I was sold a car that was unsafe to drive, that had not been properly inspected, by someone who cared more about making a sale than doing their due diligence and making sure that his customers are sold a product that is in line with what the company promises -- a safe, reliable car.Location: Duarte, CaliforniaMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I'm not the only person who has purchased one of CarMax's supposedly safe and reliable cars. A quick browse through Yelp at any CarMax store will show many customers who have purchased cars that they thought were safe and reliable based on the company's promise, only to find that their cars had glaring defects. Many of these cars even had existing safety recalls out on them, and yet CarMax sold them anyway. I consider myself lucky that I identified my problem within the 5 day return period, so I am able to return this vehicle and not support CarMax with my payments, but hundreds of others have not been so fortunate.

If you promise safe and reliable used cars, then sell the product that you advertise. Or else change your advertising to show that you are just another seedy used car lot full of hungry, shady salespeople snapping at customers for a commission.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: Miss [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint received in your

office from Miss [redacted] regarding the

[redacted], VIN [redacted](the

“Vehicle”) that she purchased on or about

February 21, 2015 from the CarMax store located in Duarte,

California. In this complaint Miss [redacted]

Is requesting a change in store policy.

As stated in the complaint, there were mechanical concerns

that needed to be addressed with the Vehicle. These repairs have been completed.

Carmax appreciates the opportunity to directly respond to Ms. [redacted]’s

allegations. At the time of the reconditioning, all known issues are addressed

with every vehicle that goes through CarMax’s reconditioning process. CarMax

never knowingly presents a vehicle for sale with a known defect. However,

because a vehicle is a machine, it is subject to mechanical issues at any time.

It is for this reason that CarMax offers a warranty and the opportunity to purchase

Maxcare with every vehicle sold.

CarMax regrets that Miss [redacted]’s Vehicle had immediate

concerns. Since these concerns were noticed during the first 5 day return

period, Miss [redacted] was able to take advantage of our 5 Day Money Back Guarantee

and return the Vehicle for a full refund.

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

Review: I purchased a [redacted] from CarMax in Clackamas Oregon, on October 31, 2014. The car had torn leather seats, but was meticulously covered up with glue and paint, which separated after turning on the seat heaters, only to leave gaping cracks(commencing the day after purchase and has spread throughout the entire seating area) in the auto's interior. After speaking with an Automotive Upholstery professional, do I discover that the leather is rotten and was painted over prior to my purchase of the vehicle, and that I was a victim of a deceptive business practice and that I should contact them and allow them the opportunity to make it right, as due to the paint and glue on the seats, the entire car seating area must be replaced, costing me $3,500.00. Today I contacted [redacted] at CarMax in Clackamas, and was advised that they would not cover the cost of replacement of the rotten seats. I would appreciate any help in resolving this situation. Sincerely, [redacted]Desired Settlement: Replace the rotten leather that they covered up prior to the sale

Business

Response:

April 30, 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 Clackamas, OR (“CarMax”)

on October 31st, 2014.

In his complaint, Mr. [redacted]

stated the Vehicle’s leather seats were damaged shortly after his purchase. Mr.

[redacted] requested that CarMax replace these damaged leather seating areas.

After the purchase, CarMax

had no contact with Mr. [redacted] until approximately the beginning of April 2015.

At that time, CarMax spoke with Mr. [redacted] regarding concerns with the leather

seating. CarMax offered to inspect the leather. Mr. [redacted] declined, and instead

sent pictures of the seating area to a CarMax service consultant.

Upon review of the

pictures, there was evidence of repairs to the seating area which CarMax did

not complete prior to the sale of the Vehicle.

CarMax spoke further with

Mr. [redacted] on April 17th, 2015, and informed him that there will not

be any goodwill extended for these requested repairs. CarMax would be happy to

complete any repairs to the seating area for Mr. [redacted] at a discounted rate of

CarMax’s cost.

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 called and I CarMax was approved for a loan over the next sale people started asking me question that had nothing to do with a car sale like before I went in to the store they asked me to send them documents now that's kinda odd ,I sent doc over they told me they were not the original ,well even I know only way for them to get original would be in person I sent stubs picture message ,after that a manager named Dan called back being rude telling me I was not able to buy a car from them an my type should not be in that type of car for a company to single me out for no reason only tells me that cause I don't have the best credit an my skin color is unexceptable im not going to let a big company like CarMax get away with this im sure it has happened to several people it feels very painful an disturbing for this to happen my blood pressure went up to 200 hundred after that news an not give me a reason why I cant buy a car from the place I have no criminal past in all of my 75 years on this earth an I should be able to purchase a car the store is Oxnard ca location sale man jake mgr danDesired Settlement: DesiredSettlementID: No settlement requested - for

be able to purchase car or tell me reason why I cant

Business

Response:

June 11,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

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

respond. Ms. [redacted] is unhappy that we

declined to sell her a vehicle. Our

records reflect that we declined to sell Ms. [redacted] a vehicle because Ms.

[redacted] provided us with a fraudulent document to prove her income. The relevant facts are as follows:

Review: I have my vehicle under an extended warranty only Carmax. I was having an issue with the vehicle so made an appointment to take it in on 5/22/15. Carmax stated that it would most likely fall under the extended warranty if repair was made and they would cover a rental if so. As this is my only car and I have to get to work plus have a 5yr old son needing to get back and forth to school my only option was a rental. They contacted me the following day, Friday 5/23/15 stating it needed a reapir I had just gotten done at an oil change a week earlier. They then stated they would call back. Later that [redacted] I had a call stating they could not replicate the problem and nothing is wrong. I stated that there is no way something could be wrong as my car shifts bad and idles almost to the point of shutting down. I was then told they could send it for a second opinion if I wanted to which I agreed to. They said they would have it transported and the second look would happen on Monday as it would be the weekend. On Tuesday 5/26/15 stating the 2nd opinion did duplicate the problem and I would need the transmission replaced. I was shocked that their service team was unable to realize that it would need a new transmission and we're just going to send me away to be stranded somewhere. I was then assured that it would be covered by my extended warranty and all repairs and rental will be covered. I was relieved to hear that. I finally got a call on Monday 6/2/15 stating all has been approved and they should have the parts in the next couple days and repairs should be completed by Mon[redacted] 6/8/15 by [redacted]. I was shocked to just lean about where my car was at a different place all together but glad repairs and rental would be covered. Well I was called today 6/5/15 by the rental company stating that the warranty company will not be covering the rental and that I owe the 1,000 total for the car. I was very upset as I was told by Carmax that all would be covered.Desired Settlement: DesiredSettlementID: Refund

I don't mind covering some of the rental costs, but I only kept the car because of their mistake and negligent. I believe that they should cover at least 50% of the cost of rental. As of this point they are saying [redacted] is fixing it and they have nothing to do with it at all. I have been lied to and treated poorly.

Business

Response:

June 17, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Thank you for forwarding the complaint 10660551 received in

your office from Mr. [redacted] regarding the [redacted] (the “Vehicle”) that was serviced on or about May 22, 2015 at

the CarMax store located in [redacted] (“CarMax”). In this complaint, Mr. [redacted] is requesting reimbursement

for half of his rental vehicle charges.

Mr. [redacted] dropped the Vehicle off for CarMax to diagnose on or

about May 21, 2015. CarMax was unable to

duplicate his concerns so the Vehicle was sent to [redacted] to see if they

could duplicate the issue. Mr. [redacted]

advised CarMax he would be renting a temporary substitute vehicle from

[redacted] and he was advised that unless [redacted] could find an issue,

and that issue was covered by MaxCare, it would be at his own expense. On or about May 26, 2015, [redacted] was

able to identify a transmission issue. The

Vehicle was still covered under the manufacturer warranty so it was sent to a

[redacted] dealer to complete the work.

CarMax then informed Mr. [redacted] that 5 days of rental would now

be covered. Mr. [redacted] confirmed more than

once that he understood the remaining rental bill would be his responsibility

including the additional insurance he purchased. This insurance accounts for $455.62 of the

$1,040.47 bill. As a gesture of good

will, CarMax covered Mr. [redacted]’s MaxCare deductible and the diagnostic fee for

CarMax’s initial review of the Vehicle.

CarMax also attempted to put Mr. [redacted] in to a loaner vehicle, but his

auto insurance policy would not cover CarMax’s vehicle. At this time, CarMax contacted [redacted] and

they agreed to lower his rental rate to $25/day. Mr. [redacted] chose to upgrade the vehicle and was

given a rate of $36.69. CarMax also

reached out to MaxCare to see if they would authorize more than 5 days of rental

coverage. When they declined, Mr. [redacted]

again advised that he understood he was responsible for the additional length

of rental and stated he would contact [redacted] to try to resolve.

As another courtesy to Mr. [redacted], CarMax will pay the rental

charges accrued May 28, 2015 through June 3, 2015 at the CarMax rate of $25/day plus sales tax. This is the interim between when the Vehicle was correctly

diagnosed until [redacted] started work on the Vehicle. Mr. [redacted] was contacted by CarMax on or about

June 11, 2015 and he accepted this offer.

CarMax appreciates the opportunity to respond to this

complaint and considers this matter resolved.

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

have any questions.

Sincerely,