CarMax , Inc.

Review: 1. I believe the dealership drive off with the car knowing financing was not going to go through.2. In this case the sales person and dealership “guaranteed financing” — by enticing me by saying my deal was approved, which I relied on. I feel that this is over-exuberant, potentially binding salesmanship. I feel that the dealership may need to honor a financing commitment in these terms.3. There was an offer to me to purchase a car with guaranteed financing.4. Fraud, misrepresentation (or lie) made to me. I have relied on this misrepresentation as an inducement to purchase a car.5. The salesman stated “Don’t worry about your credit/Bankruptcy...just put your money down.6. The dealership never provided a reason nor have I received any letter from the Lender stating that I was denied.7. I was not offered to find my own financing through a Credit Union.I do have witnesses in regards to the above matter and texts messages. I will file a better business complaint and expose the matter on all social media sites if tLocation: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I feel that the dealership needs to honor a financing commitment in these terms. There was an offer to me to purchase a car with guaranteed financing.

Business

Response:

August 21,

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 and providing us an opportunity to

respond. Mr. [redacted] alleges that we

guaranteed him credit for his vehicle purchase and are not honoring this

guarantee. Mr. [redacted] complaint is

without merit.

On

July 26, 2015, Mr. [redacted] visited our store in [redacted] and

financed the purchase of a [redacted] (the “Vehicle”) as evidenced by

the Retail Installment Contract (the “Contract”) attached hereto for

reference. When Mr. [redacted] signed the

Contract and took delivery of the Vehicle, the credit had been extended and the

Contract was final; we do not engage in the practice of spot deliveries.

On

his credit application, Mr. [redacted] made certain representations regarding his

income and employment status which he sought to substantiate by providing a pay

stub. Subsequent to Mr. [redacted]’s

purchase, upon a closer examination of his pay stub, concerns arose regarding

its legitimacy and the representations made by Mr. [redacted].

For

several weeks, we have tried to contact Mr. [redacted] (by phone and in writing)

and his employer, [redacted], to verify his representations. Mr. [redacted] has not returned any of our phone

calls and had been completely unresponsive.

We additionally have had no success in verifying Mr. [redacted]’s

information with [redacted].

Under

the Contract, Mr. [redacted] made the following representations and promises, among

others:

You promise that you

have given true and correct information in your credit application. You

understand that in entering this Contract we have relied on the representations

you have made to us. Upon request, you

agree to provide us with documents and other information necessary to verify

any item contained in your credit application.

Despite

our persistence in attempting to reach Mr. [redacted], he has failed to satisfy these

representations and therefore is in default under the Contract. Accordingly, we have asked Mr. [redacted] to

either substantiate his information or return the Vehicle to us. In the interest of customer service, we will

provide Mr. [redacted] an additional 10 days from the date of this letter to

contact [redacted], our Director of Finance Operations and Risk, at

[redacted]. If Mr. [redacted] is

unresponsive or cannot verify his information, we will pursue the remedies

available to us under the Contract.

Thank

you for bringing this matter to our attention. If you have any questions or

concerns, please feel free to contact me at [redacted] extension [redacted].

Sincerely,

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.

I have called and emailed Carmax and provided them the information they have requested numerous times. To this date they have failed to respond. I have provided proof that there salesperson Z texted me approval from the bank and have a witness [redacted] that was also in the office.

Review: On June 2, 2013 we purchased this vehicle. During the process we were told that there was only one owner and the car was in perfect condition. We got a CQI Statement from Carmax with the car. We decided to trade in the vehicle because we needed a truck and wanted new. We went to [redacted] to trade in and they pulled a car fax and told us the car was in a front end collision and they could only give us $14k. They stated that if there was no accident they would gave us $18,600.00. I called your complaint department and they forwarded me to the store where I bought it. They asked if I went to them first and they could work it out only if I purchased another vehicle from them. After finding this out I wanted nothing to do with them. They said if I didn't buy another car from them they can't do anything for me and I am out of luck.Location: 9501 Research Dr., Irvine, CA 92618Make: [redacted]Model: [redacted]Owner/Co-Ownder? NoSuzette [redacted] Kerr - My WifeDesired Settlement: I feel that they owe me the difference in my appraisal value. That would be $4600.00. I would not be even be complaining if they at least told me when I purchased the vehicle, or at least did not advertise and tell people that the cars are in perfect condition and that the car passed a "rigorous CarMax 125-Point Quality Inspection".

Business

Response:

March 2, 2016

I went there in regards to selling my car. They read an old stored code in my car from where I replaced an ignition coil a week prior and used it to offer me a lot less for my car. Then after I filled a survey out they are making other excuses for why they offered so little. I have a witness who heard them say they offered so little because the engine was misfiring. Even though the check engine light was not on and I had already replaced the coil.

The sales department and financial department are friendly and tries to accommodate the customer, however, the service department needs a great deal of improvement. I bought my car with warranty and took it to get serviced for my transmission for an apparent leak. The leak has been repaired I don't know how many times and to this day giving me problems but now the warranty has expired. So an issue that was supposed to be fixed under warranty was not and now I have to pay out of pocket. I called multiple times for an oil change and 9 days after my call I have yet to receive a call back. I've called again today and during business hours i'm still receiving the voice mail to get a call back. I'm highly disappointed in this service and honestly don't want my vehicle anymore because of the terrible service.

Review: I purchased a [redacted] at the [redacted]. location of CarMax (not in the drop down of sites), I asked the general manager about the tires and brakes and he stated that everything is checked out by them prior to sale and is good and passed their 125 point inspection. The car had 43,831 when purchased and I took the car to [redacted], Ca with 46,566 miles and the front brakes only had 3mm left on them and had to be replaced. This is unacceptable. I called their business office to get assistance and they forwarded me to the service department which I couldn't get in touch with after 2 tries. Due to my concern over safety I had [redacted] replace the brake pads.Desired Settlement: I wish to get a check to cover the brake repair for $321.42

Business

Response:

March 20, 2014

Review: I purchased a car from carmax on 4/19/14 and was over charged $869.94, carmax sent me a letter on 5/19/14 stating the same error on sales tax overcollected by $869.94, when I called corp. they said it takes 14 days and it would just post to my account, after 14 day, I called and they told me to call the dealership where I bought it and they would handle the refund check, called louisville carmax they say call corp. headquarters I have spoke to [redacted] and [redacted] at the louisville store twice each and am no closer to my refund of 869.94, ,Desired Settlement: I want a refund check sent to me, or for carmax to redo my loan at the correct amount, this a federal truth in lending disclosure error contract should be done over

thank you

Business

Response:

June 23, 2014

Review: On Tuesday, October 7, 2014, my wife and I entered the dealership after prior contact with [redacted] We were referred to [redacted] as [redacted] was non-scheduled. We test drove a vehicle like the one we had picked out in TX. We had our trade-in appraised at $1000.00. We agreed to proceed and paid $349.00 to have the vehicle transferred to KS. On Saturday, October 11, 2014, [redacted] contacted us and informed that the vehicle was "in," and that we could come by to verify everything and test drive the vehicle if desired. I agreed to meet the following day, Sunday, October 12, 2014. On that date, [redacted] texted me that the vehicle was unavailable for test drive to internal inspection procedures. I informed [redacted] that was fine and asked that he forward me the necessary information regarding the TOTAL purchase price, including all sales taxes, tag transfers and other fees. I informed [redacted] that we were ready to complete the deal, but our bank was closed for the Monday holiday (Columbus Day) and we were going to be out of town Tues-Wed and would settle up and finalize first thing Thursday morning, October 16, 2014. On October 14, 2014, [redacted] texted me and informed me that he had "just sent" an email with the finalized buyer invoice. I immediately rsvp'd that I had not received it and requested that he resend. He did NOT. On October 15, 2014, while enroute back, I texted [redacted] again from the airport that I had not received the final total and I needed it so that I could get the money and have the funds with me on the following morning. [redacted] contacted me and informed that [redacted] was not working the following morning but that he would be. I AGAIN stated that I needed the FINAL TOTAL to take to my bank so that I could arrive with the funds in hand. I informed [redacted] that I did NOT want any extended warranty or guarantee. NOR was I going to finance through Carmax. I again, for the umpteenth time, asked what the FINAL amount was that would be needed. [redacted] at this point said that the 7 day "guarantee" on the trade-in evaluation had expired and that he would have to have me re-evaluated. I complained to him that it was not my doing that caused the delay. I had agreed to the terms within the 7 day window. [redacted] said that he could not provide me with the final dollar amount and suggested that I simply "write a check after I get there." I stated that was not an option. I asked him to confer with his boss since everything had been agreed to before the 7 days had expired. [redacted] refused and alleged that it would do NO GOOD WHATSOEVER. There was NO LEEWAY in Carmax policy and that I would have to have my vehicle re-evaluated before any discussion of final terms would be forthcoming.

This was the SECOND time Carmax had screwed me over at the last minute. In 2006, my wife found a car she dearly loved. A [redacted] We met with this dealership and got the car of HER DREAMS transferred. Upon arrival, I asked the salesperson how much the sales tax and tags were going to be so that I could come to the dealership with the money. Upon arrival, the salesperson informed us that she had neglected to include a $200.00 document processing fee. I pulled out our checkbook to write the additional amount. The salesperson refused saying that personal checks were not accepted. I then tried to pay with my bank debit card, but was again refused as they "only" took CREDIT cards, not debit cards. Beginning to be upset, I offered my [redacted] CREDIT CARD (that I did NOT wish to use). After all that, the salesperson now had my cashiers check and my credit card for the ENTIRE amount . . . she said. THEN SHE DEMANDED THAT I PROVE I HAD INSURANCE. NEVER, not once, not EVER was proof of insurance a part of the deal. IT was none of their business. Whether I had insurance or not was not their concern. They had NO LIABILITY since I was PAYING IN FULL. The car was NOT FINANCED through Carmax. They REFUSED to sell me a car unless I provided them with proof that I was insured.

AFTER, SEVEN years, I had decided to give this asinine [redacted] company another try. Time had made my memories fade and I had decided that maybe I had been a little to hard on them and my wife. WRONG!!!Desired Settlement: I want a change in policy. I want ALL employees to be informed that if a customer asks for the final price it is given IMMEDIATELY NO QUESTIONS OR EQUIVOCATIONS. I want the truck I was going to purchase DELIVERED TO MY HOME AT NO CHARGE! I want this company to GO BANKRUPT!

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the transaction including a [redacted] (the “Appraised Vehicle”), and a [redacted], (the “Transferred Vehicle”) started on or about October 6, 2014 at the CarMax store located in [redacted] (“CarMax”). In this complaint, [redacted] is requesting a change in policy and the truck he was going to purchase be delivered to his home at no charge.

According to our records, [redacted] did receive a written appraisal offer of $1,000 for the Appraised Vehicle. Also, [redacted] paid $349 to transfer the Transferred Vehicle. CarMax management has reviewed this complaint and [redacted] experience.

CarMax is offering to refund the transfer fee paid by [redacted] as resolution to the settlement request as set forth in the complaint. [redacted] has agreed to accept this offer. According to our records, CarMax refunded [redacted] card in the amount of $349 on or about October 27, 2014.

CarMax appreciates the opportunity to respond to this complaint. CarMax considers this complaint resolved.

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

Sincerely,

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.

[Provide details of why you are not satisfied with this resolution.]

I am supposed to receive a gas card equivalent to a tank of gasoline in compensation for the gasoline, time and lost opportunity in addition to the reversal of the charges. Per [redacted] (?). Also, the reversion on the charge has not shown up in my account yet. Given that the card I used was one of the one's compromised by [redacted] recent hacking event, I was issued a new card with a new number by my personal bank after the date of the $349.00 transaction. While I will accept a reversal if it can be accomplished, the reason for the agreement of a check from accounting was because of the card no longer being active.

If I receive BOTH the reversal of $349 (or a check for that amount) AND the tank of gas card, as originally agreed . . . I will agree to resolve this matter.

Regards,

Business

Response:

October 7, 2014

Review: I sold my [redacted] to Carmax in November 2012. A few months later I starting receiving notices from [redacted] stating this car went through the toll without paying fee. I called [redacted] and explained I was no longer the owner of this auto and had sold it to CarMax. I went to Carmax to see if the car had been transferred out of my name and to bring this situation with [redacted] to their attention. The girl I talked to was not interested in listening to me and told me not to worry about the [redacted] that I would not be charged for the fees. I was not concerned about the [redacted] fees, I wanted to know if the car had been transferred out of my name. She brushed me off and I left fustrated not getting the answer to my question.

Saturday, June 20,2015, I received another notice from [redacted] stating I went through toll on June 10, 2015 plus five other times and did not pay toll fee. The license tag [redacted], [redacted], is the auto I sold to CarMax. I went to a tag agency yesterday and found out the car is still in my name!!! I did pay $10.00 to the tag agency to put a hold on tag renewal until auto was transferred.

I find CarMax to be the low of the lowest in car dealers.

Not sure of exact dates on [redacted] notices and when I visited CarMax about this problem, but it started several months after I sold auto to Carmax in November, 2012.[redacted]

[redacted]Desired Settlement: Refund of the $10.00 I paid to tag agency. Transfer ownership of 1996 [redacted] to CarMax and out of my name. Shame on you CarMax!!

Business

Response:

June 30, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Dear [redacted]

Thank

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

regarding her sale of the Vehicle to CarMax of [redacted](“CarMax”) on November

14th, 2012.

In her complaint, Ms.

[redacted] referenced concerns with the registration of the Vehicle and toll

charges incurred after the sale.

The state of [redacted] requires residents to complete a transfer of ownership form to relinquish

responsibility on any sold vehicle. A review of local tag office records

indicates that Ms. [redacted] completed this on June 23rd, 2015

after 2 ½ years of ownership. This releases her of any liability related to the

Vehicle going forward.

As a gesture of goodwill,

CarMax will refund Ms. [redacted] the $10.00 charge incurred as she put a hold

on her tag transfer.

Thank

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

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, however, I do not wish to be refunded the $10.00. 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: Issue # 1. I bought a vehicle that was supposed to be satellite ready, it was not. I specifically told the sales representative that I wanted it ready when I purchased the vehicle. He said they didnt have the technician available to set it up that day. I drove back to the [redacted] carmax (1 hr 15 mnts each way from my house) so that they could do the installation. I was then told that they dont do installation and I needed to go to a car audio specialist. I spent $150 to have it installed. When I spoke to the[redacted] about it, I was told he would speak with the [redacted] and get back to me regarding this poor customer experience. That was 7 days ago. Issue #2. The state of ** miskeyed my VIN number on my car title, which we discovered when I went to trade in my old car to carmax. After speaking to my sales representative and the [redacted], we determined that my course of action was to go to the [redacted]. However the [redacted] directed me to the [redacted] so that I could get the necessary paperwork filled out. This required yet another trip to [redacted] to drive my old car to the[redacted] fill out the required paperwork, then go back to the [redacted]. At this point I'm waiting for the state to present me with a new title so that I can complete the trade in. Today I opened a letter from carmax and instead of an update regarding my issue with satellite radio, I received notification from [redacted] the [redacted] that my trade in car was going to be towed in 2 days to a private storage facility and I would be responsible for all expenses.Desired Settlement: I understand that the state's error and subsequent inefficiencies of the [redacted] are not the fault of Carmax. However their poor handling of the situation and worse communication have compounded the problem. My desired outcome is to have my car at their lot until the state sends required paperwork to complete the transaction, and to have reimbursement for the satellite radio.

Business

Response:

October 15, 2013

Re:[redacted]

Dear [redacted]:

I am writing you in response to your letter dated September 17, 2013, wherein you forwarded a complaint from [redacted]. [redacted] requested in his desired settlement to be given permission to leave his vehicle on CarMax’s lot until the state sends the required paperwork to complete the transaction and to be reimbursed $[redacted].00 for the installation of a satellite radio.

[redacted] purchased a [redacted], VIN[redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about August 3, 2013. [redacted] brought his vehicle to the service department on or about September 4, 2013 to inquire about why the satellite radio in his vehicle was not functioning. At the time of service, CarMax explained to [redacted] that his audio system was capable of having a satellite radio installed, but it was not listed as a feature of the vehicle prior to [redacted]’s purchase. Thereafter, CarMax advised [redacted] to refer to his owner’s manual for further instructions on how to install satellite radio in his vehicle.

Due to [redacted] having prior knowledge about the satellite radio not being installed on the vehicle at the time of purchase, CarMax is declining to reimburse [redacted] for the costs of installation. However, as a gesture of goodwill, CarMax will allow [redacted] to leave his vehicle on CarMax’s premises until the required paperwork arrives from the state.

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] extension [redacted] with any questions you may have.

Sincerely,

Review: I PURCHASED A [redacted] FROM CARMAX. A WEEK LATER, I HAD TO TAKE IT IN BECAUSE I WAS HEARING A NOISE WITH THE STEERING AND TRANSMISSION. THEY PUT GREASE ON IT AND TOLD ME THAT I WAS OK. I THEN KEPT TAKING IT BACK TELLING THEM THAT THE PROBLEM HAD NOT BEEN RESOLVED AND THEY TOLD ME THAT THE CAR WAS OK, THAT I WAS NOT USED TO DRIVING A [redacted]. THEY FINALLY PUT IT IN THE SHOP AND SAID NOTHING WAS WRONG AGAIN. I WAS THEN TOLD TO TAKE IT TO [redacted], THAT THEY WOULD TAKE CARE OF IT. WHEN GOING TO [redacted], I WAS TOLD THAT I HAD TO PAY FOR THE DIAGNOSTIC TEST BECAUSE CARMAX REFUSED TO PAY FOR IT. I HAD TO HAVE A NEW TRANSMISSION PUT , HOWEVER I AM STILL HAVING PROBLEMS WITH THE CAR. I HAD TO THEN TAKE IT BACK BECAUSE THE CAR WOULD LEAVE ME STUCK. CARMAX SAID THAT THE BATTERY WAS WAS BAD.Desired Settlement: I WOULD LIKE FOR THEM TO TAKE THE CAR BACK AND GIVE ME THE AMOUNT THAT I HAVE PAID INTO THE CAR. THAT IS SEVERAL PAYMENTS AND MY DOWN PAYMENT. I WOULD ALSO LIKE TO HAVE THE OPTION OF PURCHASING A RELIABLE CAR FROM THEM. I JUST WOULD LIKE THEM TO BE FAIR.

Business

Response:

November 5, 2013

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated September 27, 2013, wherein you forwarded a complaint from [redacted]. [redacted] requested that CarMax allow him to do a full return and repurchase a reliable vehicle.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about June 24, 2013.

According to CarMax’s records, [redacted] came in on or about July 9, 2013 to address concerns regarding a rattling and grinding sound coming from his vehicle when accelerating at speeds of 35 miles per hour, or above. During the diagnostic testing, [redacted] concern did not present itself; therefore, CarMax was unable to duplicate his concern. However, CarMax applied a lubricant between the axle shaft and bearing to alleviate his noise concern. [redacted] brought his Vehicle back to CarMax on or about July 26, 2013 regarding the same concern. At the time of service, CarMax was again not able to duplicate [redacted] concern and was provided with the contact information to [redacted].

[redacted] brought his vehicle in for service again on or about September 17, 2013, and stated that his vehicle would not start. CarMax diagnosed the issue and determined that he had a dead cell in the battery. Although [redacted] was outside of the 30-Day Limited Warranty, CarMax consumerized the cost of replacing the battery as a gesture of goodwill.

CarMax appreciates the opportunity to respond to this complaint and is declining the settlement as set forth in the complaint.

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

Sincerely,

[redacted], Executive Response Team

Review: The vehicle was taken to CarMax on August 8, 2013 because the air conditioner stopped working and the transmission shifted hard. They determined the a/c compressor needed to be replaced, and the transmission needed to be replaced. We picked up the vehicle on August 30, 2013. Drove the car approx. 12 miles, the a/c quit working again, and the vehicle was shaking at idle. Returned to CarMax that day August 30, 2013 with these complaints. Picked vehicle up again September 5, 2013, still idling rough. Had vehicle for 6 days. Returned vehicle to CarMax again on September 11, 2013 for rough idle and a/c blowing hot on drivers side, cold on passenger side. They were unable to duplicate a/c problem so no repair was made to date. Replaced motor mount, still idling rough, finally decided torque converter was improperly installed, replaced torque converter. Picked vehicle up October 3, 2013, drove approx. 2 miles noticed steering wheel clocked to the right, and when turning vehicle to the right or going over speed bumps/dips made squealing/squeaking sounds. Returned vehicle again to CarMax October 3, 2013. To date they have had my vehicle in their possession for 2 months, and it is still not adequately repaired. They have now taken it to [redacted] for repair. I have paid my warranty deductible payment to CarMax for repairs that still have not been completed and made two car payments on a vehicle that is not in my possession.Desired Settlement: I would like my car repaired properly and I would like my deductible refunded to me. I would also like to have my warranty extended 2 months.

Business

Response:

November 6, 2013

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 18, 2013 from the CarMax store located in

[redacted]. In this complaint, [redacted] is requesting that the vehicle be repaired properly, a refund of his deductible, and an extension of his warranty for two months.

As stated in his complaint, CarMax confirms that [redacted] has had several mechanical concerns with his Vehicle. The majority of the repairs were completed by a [redacted] dealership. CarMax regrets that [redacted] has had to bring the Vehicle in for repeated issues.

I am pleased to inform you that as of this date, the repairs on [redacted] Vehicle have been completed, and as a gesture of goodwill, CarMax has contacted [redacted] with the offer to reimburse the deductible that [redacted] paid. However, CarMax will not be able to provide an extension of [redacted] warranty.

CarMax appreciates the opportunity to respond to this complaint.

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

Sincerely,

Review: Carmax performed unauthorized credit inquiries resulting in 10 inquiries on my credit reports.Desired Settlement: I am requesting that Carmax remove all the credit inquiries they made from Carmax, [redacted], [redacted], [redacted], [redacted] on the dates of September 26, 2012 and June 6, 2013.

Business

Response:

March 3, 2014

Revdex.com Serving Central Virginia

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

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]. [redacted] is alleging that we conducted 4 credit inquires on his credit file without his authorization. Accordingly, [redacted] is requesting that we delete the credit inquiries from his credit file. I will attempt to address [redacted] concerns below.

Our records show that on September 26, 2012 we received 2 credit applications for the purchase of a [redacted] and a [redacted] respectively. The first application was submitted on-line, while the second application was submitted at the CarMax Auto Superstores, Inc. location at Escondido, California. Both applications contained a significant amount of personal information about [redacted]. Additionally, the applicant reviewed and executed a Credit Consent form for each application acknowledging that he understood, amongst other things, that he was submitting a credit application for a vehicle purchase and that each application submitted could be reviewed separately by multiple financial institutions. The credit application for the purchase of the [redacted] was approved by one of the financial institutions, resulting in the sale of the vehicle. Please know that a photo-identification was requested and reviewed in order to authenticate the identity of the applicant.

On June 6, 2013 we received 2 credit applications from the same applicant on the September 26th transaction. On this occasion, both applications were submitted on-line for the purchase of a [redacted]. Again, both applications contained [redacted] personal information and a Credit Consent form for each application was also executed. Both applications were approved by multiple participating financial institutions; however, the applicant elected not to accept any of the finance offers.

If, in the light of the above information, [redacted] still disputes the credit inquires and believes that he is a victim of identity theft, he should contact me immediately at [redacted], extension [redacted]. To facilitate the investigation, [redacted] may be required to complete a fraud affidavit and provide a police report. We would be happy to provide [redacted] with the relief that he seeks upon confirmation that he is a victim of identity theft.

In the meantime, we thank you for bringing this complaint to our attention and for the opportunity to respond. If you have any questions or concern, please do not hesitate to contact me at the number provided.

Sincerely,

Paralegal

CarMax

CC: [redacted]

Consumer

Response:

I specifically requested for a soft inquiry, not a hard inquiry. I also didn't even sign anything. [redacted]

Review: Trying to get a refund on a canceled extended warranty. On 1/22/14 sold one vehicle purchased 10 months earlier from CarMax, bought another vehicle same day from same dealership. Canceled extended warranty on the car sold to dealer. Was told the refund of $1300 would take up to two weeks to get to me. That was on 1/22/14. Called on 2/4/14 to check-up on refund. Was told that the refunds are completed within 10 working days. Was told to call back if refund was not received by Friday, 2/7/14. That was day 12 of the 10 day time frame. Called on 2/7/14. Was told they had to do some research and reprocess the refund, and if we didn't receive the refund in 7 to 10 days, to call back. Was told at this time the refund would be sent to my po box and not my street address. That was my choice. We use our pobox for our mail. On Mon. 2/10/14 I drove to CarMax ( about 90 miles roundtrip) and spoke to the manager. She said lets go talk to [redacted]. I asked why they couldn't overnight my 10 working day refund that was now on day 13. For the first time I was told that overnight refunds can't be mailed to po boxes, street addresses only. Should have been told that before now. I said no problem send it to my street address. A call was made to Richmond by the office manager. I was told the refund check would be made out on 2/11/14 and be overnighted to me to be received on 2/12/14. On 2/11/14 was called and told the check would be made out on 2/12/14 to be overnighted to be received on 2/13/14! Talk about a runaround! Now because of bad weather, not sure when I'll get my refund. I SHOULD HAVE RECIEVED MY REFUND ON TIME!!! I wouldn't be waiting on the weather now. Very poor customer service, a lot of the ole runaround. Had nothing but praise for you CarMax until this mess. I guess you are after all " just another car dealership" and that is not good. No more recommendations from us. Day 16 of my 10 day refund, 2/12/14.Desired Settlement: How about an explanation of why I didn't receive the refund on time, why I was never told about po box vs street address, and how about a refund.

Business

Response:

[redacted]
Revdex.com

Richmond, Va. 23236

Re: [redacted]
Dear [redacted],

Thank you for forwarding the complaint received in your office from [redacted] regarding the refund from the cancellation of the MaxCare, Extended Service Plan. In this complaint, [redacted] is requesting the refund and an explanation as to why his refund was delayed.

As stated in his letter, [redacted] requested the cancellation of his Extended Service Plan on or about January 22, 2014. The normal process time for a customer to receive a refund is between 7-10 business days. [redacted] contacted the store in [redacted] on or about February 7, 2014 stating that she had not received the refund and was concerned that the check was being mailed to her physical address. [redacted] stated that she wanted the check to be sent to her P.O. Box. [redacted] went to the store on or about February 10, 2014 stating that he did not want to wait any longer to receive his check. At that time, it was agreed that the store would overnight the check to [redacted] physical address.

CarMax regrets any inconvenience that this may have caused [redacted] due to the lapse in time of processing the refund. The refund check was processed and sent via Federal Express on or about February 12, 2014.

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

Sincerely,

Review: I [redacted] was going to purchase a a used vehicle from Carmax in Norcross Georgia. From Knoxville Tennessee a [redacted] with 47 thousand miles on it, the vehicle was transferred with my idea in mind that there where not any damage done to the vehicle at hand. Speaking with the Sales manage [redacted] did not provide the proper information to me as a customer and the vehicle is was now shipped to North Carolina with no notification to me as a customer reporting a ripped up set and also window tint was to dark for Georgia legal law Carmax did not notify me of any changes and also reporting wrong information and now have to wait two more weeks in hand to receive another vehicle . Sales person [redacted] and [redacted] was not available for comment .Desired Settlement: A Vehicle of my choose and with out a transfer Fee.

Business

Response:

April 2, 2014

Review: I purchased an SUV from CarMax of Riverside on 9/27/2013. When I went to leave after purchasing it, the gas light came on indicating the tank was empty after they had just filled it up. After I drove away and got back to my city of residence, the vehicle started to die and shut off by itself. This happened numerous times. So I called CarMax and told them something may be wrong with the gas tank or the electrical reading of it. We took the vehicle back to have it serviced on 10/21/2013 after they had looked at it and told us it was a fuel level sensor. The engine light had been on as well. They attempted to replace it and check the engine, but it has not resolved the issue. We continued to call and they have the records of our phone calls, but tell us they can't do anything about it anymore because we did not purchase the extended warranty. This is NOT acceptable. Now they tell us that it may need a whole new motor or electrical system. This is NOT acceptable either. I believe CarMax sold us a "lemon" vehicle and I want them to take it back and give us an acceptable vehicle that meets our needs.

Product_Or_Service: Vehicle

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I believe CarMax sold us a "lemon" vehicle and I want them to take it back and give us an acceptable vehicle that meets our needs.

Business

Response:

May 29, 2014

Review: I purchase this car 5 almost 6 years ago and have made all payments for those 6 years. I have never missed a payment. I sometimes pay late but had a grace period to make the payment of 10 days and I made those payments before that grace period and accrued fees. However, I was not aware of the fees being charged. So when made the payment fees were taken out of my actually payment. I did not know this was happening. I asked for three extensions three times and was told by the representative that there would be interest but the payments would be added to my last payment. I understood it to be that after my last car note that I would have to make those three extra payments to include interest. I received my coupon book in the mail and there was on coupon left and that was my last payment to be in April. However online there was more money for the last payment then the about of the actually car note. I called to ask them to explain to me about the extra money that is on the balance. I had three extension of my car note of 275.00 and that should have been 795.00 however the amount is 1395.00. I asked them why. They said to me that I have to pay the interest, okay I thought the interest was included in the 275.00 but they add on more interest and that was not told to me that for an extension I would pay more additional 9$ interest to the 13.75% interest I was already paying. The second problem is that after I pay the payment in May I have until the 30th of May to pay the balance do which will be almost 900.00 or my car will be reposed after I have paid for 6 years they will take my car if I can't pay that by May 30, 2014.Desired Settlement: To allow those payment to be montly installments to pay the actual carnote until the car is paid in full. Not to expect me to come up with all that money by the end of May and they have the right to send a negative to my credit bureuo and not have the right to repo my car after I have paid for this car for 6 years.

Business

Response:

May 22, 2014

Revdex.com Serving Central Virginia

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE: Consumer Complaint of [redacted]

Retail Installment Contract Dated 07/18/2008

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

Account No. [redacted]

Dear Sir/Madam:

This will confirm receipt and review of the complaint forwarded to you by [redacted]. In sum, [redacted] would like an explanation why her final payment amount exceeds the amount of her regular payment. In addition, [redacted] is also concerned that the Vehicle would be repossessed if she fails to pay-off her account balance by May 30, 2014. I will attempt to address [redacted] concerns below.

Regarding [redacted] final payment amount, please know that [redacted] executed a simple interest contract. Therefore, finance charges or interest on her account are calculated using a simple interest formula. This means that finance charges accrue on a day-to-day basis. We apply each payment first to accrued finance charges, then to any other applicable fees or charges, e.g. late fees. The remaining balance will then be applied to the unpaid principal balance of the amount financed. It is important to understand that the finance charges that accrue between each payment are contingent primarily on the current principal balance owed and how early or late monthly payments are received. In essence, payment patterns to a significant extent, dictate how much finance charges the account accrues daily.

That said, our records shows that [redacted] made several of her payments late. In fact, 21 of her payments were received more than 10 days after the due date. This resulted in additional finance charges accruing on [redacted]’s account. In addition, [redacted] requested and received 3 payment extensions. As shown in the enclosed letter, [redacted] was informed and understood that additional finance charges will accrue for each payment extension she received. The difference between her final payment amount and the amount of her regular payment is as a result of the several late payments and payment extensions. To further illustrate this point, if [redacted] had made her monthly payments before her due date each month and received no payment extensions her final payment would have been less than the amount of her regular payment. Enclosed is a system generated payment history of [redacted]’s account. A detailed[redacted]-based payment history is also enclosed as a supplement.

The current balance on [redacted]’s account is $1,106.92. To avoid the account from becoming delinquent, the entire balance must be paid in full by May 27, 2014 which is [redacted]’s last scheduled due date. If [redacted] is unable to pay-off her account balance by May 27, 2014 we will continue to accept payments from her until the balance is paid in full. [redacted] should have no concern that the Vehicle will be repossessed.

Thank you for bringing this matter to our attention. I hope that the above provides [redacted] with the clarity and assurances that she seeks. If you have any questions or concerns, please feel free to contact me at [redacted], extension[redacted].

Sincerely,

Paralegal

CarMax Auto Finance

CC: [redacted]

Enclosures

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.

I know it is closed but I wanted to respond to their response. They are saying that I had a daily interest loan. I was not aware that it was that type of loan. That was not told to me when I purchase the car that was the type of loan that I was getting. I thought my loan was a fixed rate for the life of the loan and that was what I was told that my payment would be for the life of the loan. It was not explained to me when I purchase that I had a daily interest loan should I have be aware of that when I purchased the car. They know if I had known that most likely I would have made that decision to buy with that type of loan. I think when they sale you merchandise they should explain that to you when you are making the purchase. I did not even now that that type of loan existed when purchasing cars. I know that ignorance of the law is no excuse but many time when you purchase stuff like that large items, an investment, it is explained to you all the stipulations that comes with that investment.

[redacted], [redacted],

[redacted] or contact me at [redacted]

Review: This issue is too broad to just complete under one "Primary Nature of Complaint", the car purchased had multiple failures in a 1 moth period. The car has had transmission clutch failure, multiple check engine light failures that include a bad catalytic converter and two O2 sensors, wheel cosmetic issues had to be re-finished and the work was not done correctly and will need to be re-done, the car was missing factory hardware (Rear window wiper assembly), after some repairs where done to the car the mechanics left suspension parts lose I had to take the car back for them to tighten up the suspension.Desired Settlement: I need this case and many other complaints about services and products provided by CarMax reported to Revdex.com and for this to be on public records. I also want the situation resolved, they still have my car and still need to perform the wheel repairs properly. The entire process from start to finish until now has been 3 months and 1 week, I would like this repairs to be done quickly and to be done correctly.

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](the “Vehicle”) that he purchased on or about

April 21, 2104 from the CarMax store located in [redacted] .In this complaint, [redacted] is requesting that repairs to the Vehicle be done correctly and quickly.

As stated in his letter, [redacted] Vehicle has needed several repairs. As of the date of this letter, the Vehicle has been completely repaired at no cost to [redacted]. [redacted] was advised that in addition to CarMax, several other repair facilities have stated that the Vehicle is performing as designed. [redacted] was also extended the offer to return the Vehicle to CarMax. At that time, [redacted] stated that he would be meeting with an attorney.

CarMax regrets that [redacted] is not satisfied with his Vehicle. CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted], extension[redacted], if you have any questions.

Sincerely,

Review: So disappointed today with CarMax in [redacted] today. purchased our third car from this dealership in 08/30/2013 and took it in to the service department for a few things(in the 30 day warranty window). one being this pump noise from back of truck, which seemed to go on every 15 or so minutes. I told them on two different visits this noise seems to be an issue, they wrote it down on my ticket but on both occasions said it was a normal fuel pump that was making the noise. Well it wasn't, the noise finally stopped about two weeks ago with a new "check suspension system" message on dashboard. So I take it in to a [redacted] dealer and guess what ? both rear shocks had been blown out the whole time. and the noise?, was from the compressor trying to fill them up. So I contacted CarMax and was told "I should have bought an extended warranty"....That's sad! CarMax has a 125 point checklist which I was told by [redacted] at CarMax, "since your vehicle had high mileage we don't check that" well I know that because I had to bring it in so you could replace spark plugs and wiring due to shorting out and a damaged pigtail...So I guess next step is back to [redacted] dealership to have them check transmission that CarMax Says is fine too. Revdex.com and small claims here I come, very sad that we always said CarMax was the only place we were going to buy cars.....[redacted] from customer care called back today and said manager will do nothing.....Desired Settlement: repair the shocks and compressor

Business

Response:

August 27, 2014

Review: I was in need of a vehicle as soon as possible not only for my three children but especially my youngest who is disabled, so I went to CarMax because of how much good news I heard about them. I get to CarMax and everything was fine, we looked at the vehicles and found the one I felt was right for my family and I, we walked into the facility with the sales person [redacted]. we put in our information into the system for all the loan companies to approve, we finally get an approval from [redacted], we signed the contract, with our first payment on August 9, 2014, Ive had the truck 36 days and now they said I am denied after I was approved, why would that be legal? to say congratulations to someone, shake their hand,sign papers that took 2 hours plus spend hours and hours to just rip the whole moment away without a chance! if your approved than that should be final, there shouldn't be this little games messing with peoples lives and emotions.Desired Settlement: I would love to keep the truck and prove I am reliable to pay for the truck in full even before the time

Business

Response:

August 26, 2014

Review: I brought my [redacted] to Carmax for repair in January. It was determined that the transfer case (four wheel drive unit) was full of water and locked up. I gave approval for replacement as well as the changing of all driveline fluids (Front axle, engine oil, transmission oil, and the rear axle) so I wouldn't have any future surprises. I paid for everything.

6 months later, I brought my [redacted] back to CarMax to have them look at issues I was having with a vibration and a banging noise. They informed me that the issue was with the transfer case, that it was full of water, and damages aren't covered under warranty.

CarMax accused me of off-roading and/or engaging in high water crossings with my [redacted]. So I had a claims adjuster from [redacted] take a look and he determined that there are no signs of off-roading or flooding. He also stated that my [redacted] looked very clean for a 2002.

While looking for answers, and through talking with [redacted], I had learned that the only way water could enter the transfer case is through a vent hose. If the vent hose was properly installed, the [redacted] would have had to have been submerged. If not, the vent hose had to have been missing, damaged, or improperly installed leaving the vent tube port on the transfer case open and exposed to water that would be splashed up from driving in wet conditions. [redacted] also informed me that the front axle and the rear axle also have vent hoses. If the [redacted] had been submerged or had been driven through high water, both axles would have experienced water intrusion as well. Carmax informed me that they were fine.

Because I am having the same problem with this new transfer case, I firmly believe that the technician failed to identify the cause of failure in January and that he just replaced the faulty part. That he didn't look into why water was entering the transfer case in the first place. Had he inspected this hose and replaced it, I believe that this wouldn't have happened again.

Also, when I looked at my [redacted] in the shop, I noticed that the rear axle cover was leaking. (Axle service was also done in Jan) This cements my belief that the quality of this technicians work is poor.

I have spoken with Carmax Corporate and the LGM at the [redacted] store and presented them with my findings and stated that I believe this was poor installation and service but they refuse to answer my questions or work with me to ameliorate this situation.

So I ask: Why won't they stand behind their work? And Why should I pay twice for a repair that should have been done correctly in Jan?

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Dear [redacted]

Thank you for forwarding the complaint received in your office from [redacted] regarding the repair that was completed on the [redacted], [redacted](the “Vehicle”) that was in for service on or about January 27, 2014. In this complaint, [redacted] is requesting a complimentary service.

As stated in the complaint, [redacted] took his Vehicle to CarMax for service. After the diagnosis was completed, it was determined that there was water in the transfer case and that the transfer case assembly needed to be replaced. [redacted] authorized the repair and the transfer case assembly was replaced. [redacted] brought the Vehicle back in on or about July 30, 2014 stating that there was a knocking noise under the Vehicle. After the diagnosis was completed, it was determined that once again there was water in the transfer case. At that time [redacted] was outside of the 6 month/6,000 mile warranty. It is unknown how water got into the transfer case either time.

At that time, [redacted] questioned the validity of the previous repair. After having several service associates, including two technicians, thoroughly look at the repair, it was determined that the repair was completed accurately.

CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.

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

Sincerely,

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,