CarMax , Inc.

Review: My truck is steaming from front grill while in park. I videoed the incident 3 times to show Carmax's repair service exactly what is happening with the truck after they told me that the truck did not steam while they had it for that repair and a different repair. The repair tech told me that he checked all the gages and indicators and told me that they were all working correctly and he could not find the problem. The repair tech then showed me all the water that was inside the engine compartment that could cause the steam, which I stated that it is not normal for an auto to steam like this from water while sitting in park. One of the incidents that was recorded the truck had not been moved from the day before. I then told him that I have a 60 mile commute to my job and I cannot afford to break down. He told me that he would love to fix my car but he cannot figure out what the problem is, again I showed him the videos and he stated it was not normal for an auto to do that but cannot tell me what is wrong with the truck.Desired Settlement: My truck is fixed and stops steaming or a replacement vehicle that does not have the issue.

Business

Response:

March 3rd, 2014

Revdex.com

RE: [redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on December 26th, 2013. In his complaint, [redacted] shares his frustrations with an on-going repair concern and requests that CarMax to repair the Vehicle or exchange the Vehicle with a similar vehicle without any concerns.

CarMax’s research shows that CarMax did attempt to diagnose [redacted] concern mentioned in the complaint, but was unable to duplicate his concern. In addition, CarMax sent the Vehicle to a local [redacted] Dealer in an attempt to diagnose the concern but the dealer was not able to duplicate [redacted] concern as well.

CarMax recognizes [redacted] frustrations but without being able to duplicate the concern, neither CarMax nor the local [redacted] dealer can determine if there is a failure that can be repaired. CarMax will continue to diagnose and repair the Vehicle under the terms of CarMax’s 90-Day Limited Warranty. [redacted] is encouraged to contact the[redacted] at CarMax ([redacted]) to discuss his concerns and any options that may be available to assist.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

[redacted], CarMax

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,

They being carmax are suppose to bring my truck in on tues the 11 th to review the issue in there answer to you they refer to you that my
Truck was sent to [redacted] dealer well yes that's true but it was seen for a transmission issue not the problem I complained about

Review: I purchased a[redacted] After receiving the car, the steering wheel began to make a strange sound when it was turned, and it would shake as I accelerated. I noticed this a couple of days after I brought it home. I also purchased an accessory on the car, so the day it was to be installed, I asked the service department to check the steering wheel. They found that there was extensive damage, so instead of me picking up the car,they scheduled to give me a loaner for the weekend. The loaner was supposed to be ready by 3 PM. When I arrived around 4 PM after getting off of my job, I still waited another hour for the loaner car to be ready. I missed my son's basketball game and had to rush to pick up my daughter from school due to the delay. In addition, the car that was loaned to me had a bad battery. On my way to a graduate class as I was trying to crank up the car, it would not start. I called CarMax and they had the car towed. Due to this malfunction, I missed my class. After they performed the repair service, Carmax agreed to send the car I purchased over to [redacted] who would install the camera accessory that I purchased. When it arrived at [redacted], the service department called me to say that the part that the salesman ordered for me was the incorrect part, so I needed to speak with the salesman about getting the correct part. I initiated the call to the salesman and he told me that I now needed to pay extra money to have the correct part installed.Desired Settlement: At a minimum, I would like the job finished without any additional payment. I missed my son's basketball game, was stranded at home and missed a class, received a faulty loaner car, and have had little contact with the salesman even after I contacted him and requested that he speak to his manager about finishing the job with no additional payment. I have now been without my car for a week. I really think that I should be further compensated for my inconvenience and patience with the situation. Free oil changes for a year would show that CarMax stands behind giving good service to customers.

Business

Response:

March 4th, 2014

Revdex.com

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

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on January 21st, 2014. In her complaint, [redacted] shares her frustrations with her recent service visit and the accessory she purchased during the initial sales transaction of the Vehicle. She shares that she is now being told that the accessory she purchased will not work with the Vehicle and the correct accessory will be an additional cost to her. Due to her experience, she is requesting that CarMax complete the proper accessory installation at no additional cost and complete free oil changes to the Vehicle for one year.

CarMax recognizes [redacted] frustrations and apologizes for any inconvenience. As a gesture of goodwill, CarMax offers to have the correct accessory installed at no additional charge. Thank you for providing CarMax an opportunity to respond.

Sincerely,

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: On February 9, 2015, I called CarMax about some noises I was hearing in my car. I brought the car in and was assisted by Jacqueline. I let her know that I was just under 100,000 miles (99,400) and asked about my warranty. She took all of my mileage services document copies ([redacted]) because she said sometimes the company wants to see them to uphold the warranty. I asked her when my car would be seen but she couldn't give me a date because the system was down. I was supposed to get a call the next day regarding my warranty, service date, work order, and my document copies but did not. I called on February 11 and no one could give me info about my car. I ended up speaking to [redacted] on February 12 and she had no recollection of my car, the conversation or knew where my keys were. I left a message for [redacted] (service manager). He returned my call that day. I told him it had been 4 days and I needed to know about my warranty so that I could rent a vehicle because I had to go to work. He said he would try to get my car diagnosed ASAP because the warranty would cover a rental 7 days. He said he would call me back with the info. I did not hear from him, so I rented a vehicle. I called Monday February 16 about my car. I was told to come and pick up my vehicle because my warranty expired at 75,000 or 12/2016. I was told to take my car down the street to Jeep and speak to [redacted] because I had a 100,000 mile warranty with them. My car was NEVER diagnosed by CarMax after sitting for a week. I took it to [redacted] and he says that the car has NO warranty with Jeep either and it expired at 36,000mi. I called back [redacted] and asked why he told me I had a warranty with Jeep. He said you do have a warranty, I'm looking right at it in the computer. So, I called [redacted] Corp office and was told that it expired. It cost me $132 for [redacted] to look at my vehicle. Not to mention $242 for a rental. I sent CarMax emails, which were ignored. So, I called the home office to complain.Location: 1131 central ave. duarte, ca 91010Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Had I not been lied to and given the run around, I could have had my vehicle and not purchased a rental. I went through all of that waiting and CarMax NEVER diagnosed my vehicle and I NEVER received a work order. I was sent away to an expensive dealer because I was given false information about my vehicle warranty. [redacted] knew that I was waiting for the diagnosis and warranty info because I needed a rental for work. I have the sent emails and documentation. It was never my intention to take my car to [redacted] because they are expensive. Had I known CarMax was not going to provide customer care or even look at my car, I would have kept my vehicle and saved my money. I had to come out of pocket for unnecessary expenses because nothing of value was done to the vehicle. [redacted] has free car diagnostics, but I chose CarMax because I was given the impression that I had a warranty, and I purchased my vehicle with them. I would like a refund for my rental, inconvenience/dissatisfication

Business

Response:

March

27, 2015

Via Electronic Mail

[redacted], Operations Team

Leader

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

writing in response to your letter which forwarded the complaint of [redacted]. On December 26, 2010, Ms. [redacted] purchased a [redacted], VIN [redacted]

(the “Vehicle”), at the CarMax of Duarte, Ca. In her complaint, Ms. [redacted] is requesting

CarMax refund the cost of her rental.

Ms.

[redacted] stated that she brought her vehicle to CarMax on February 9, 2015 and

dropped it off for her February 16, 2015 appointment. Ms. [redacted] stated that she got a rental from

February 13th through February 16th.

She stated that the cost of the rental was $242.00. Ms. [redacted] stated that she spoke to the Service

Manager at CarMax who advised that her ESP (Extended Service Policy) expired at

75,000 miles or 12/2016. Ms. [redacted]’s

vehicle had just under 100,000 miles on the odometer.

The Service

Manager spoke to Ms. [redacted] and researched her request for reimbursement of her

rental charges. Ms. [redacted] was then

informed that CarMax would not be reimbursing her for the rental because to no

warranty work was performed.

CarMax

declines Ms. [redacted]’s request as set forth in her complaint. If you have any questions, please call me at

[redacted], ext [redacted].

Sincerely,

Sharon Martin

Customer Relations Analyst

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.

There was no resolution. If it is not resolved, I will take further action. I will attach documents, if needed.

Regards,

Review: We purchased a car from Carmax on 1/31/15 and were told that we had a 30 policy guarantee. Needless say we contacted them on 02/28 regarding a leak in the sunroof that we discovered while it was raining on 2/28/15. It rained pretty heavy that day non-stop and we started to hear the water leaking inside the car once we were at a standstill in [redacted]’s parking lot for grocery shopping. We later left the store and later made to my sister’s apartment complex and the car completely cut off while we were trying to back up into a parking space. I reached out to the sales manager [redacted], since the salesman who sold us the car never responded to any of our questions related to the vehicle purchase, nor did he text us back.

The service department had our car towed in 3/2, but did not inspect the car until 3/4 and told us that the 30 day policy could not cover this, neither could they do anything about our transportation issue. There’s no way that they had no knowledge of this vehicle leak if they have all their cars inspected prior to being put on the lot. We were told to file a claim with our insurance company and that we would be responsible.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Fix what should have been repaired before the car hit the lot for sale.

Business

Response:

March

20, 2015

Via Electronic Mail

[redacted], Operations Team

Leader

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

writing in response to your letter which forwarded the complaint of Lakeila

[redacted]. On January 31, 2015, Ms. [redacted] purchased a 2005 Dodge Magnum, VIN 2D4GV58265H683556

(the “Vehicle”), at the CarMax of Fort Lauderdale, FL. In her complaint, Ms. [redacted] is requesting

CarMax fix her leaky sunroof.

Ms.

[redacted] had the vehicle towed to CarMax on March 2, 2015 because the sunroof was leaking

and the Vehicle would not start. CarMax

inspected the Vehicle and discovered that the engine air filter was completely

soaked from water intrusion. This is

what was causing the engine stalling and creating noise. It was evident that the Vehicle has been

submerged. CarMax told Ms. [redacted] that she

needed to contact her insurance to repair the engine and then we would address the

sunroof.

Ms.

[redacted]’s insurance company contacted CarMax to see if there were any diagnostic

charges. On March 11, 2015 Ms. [redacted]’s

insurance company came and towed the Vehicle away. CarMax advised Ms. [redacted] after the engine

repairs are completed to contact the store to set an appointment to take care

of the sunroof leak under her 30 day limited warranty.

The

offer to repair the Vehicle’s sunroof under the terms of the warranty still

stands. If Ms. [redacted] wishes to pursue a sunroof repair she is welcome to

schedule a service appointment. CarMax

appreciates the opportunity to respond to this complaint. If you have any

questions, please call me at [redacted], ext [redacted].

Sincerely,

Customer Relations Analyst

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 purchased my car April 2015 and was advised that my car was never in any accidents. I recently took my car to a body shop to have some work done and was told m y car had been in an accident before. I am highly upset because I am paying for more than my car is worth and also because I was advised it is accident free. I don't think its fair that a dealer can sell you a car and not disclose the truth about it.[redacted]

[redacted]Desired Settlement: I personally think this type of problem should be a law suit especially after reading that several others have been through the same issue. I am willing to see what the company will offer in regards to this type of issue.

Business

Response:

October 27, 2015

720 Moorefield Park Drive, Suite

300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID [redacted]

Dear Mrs. [redacted]:

I am writing you in response to your letter dated October 8, 2015 regarding

the Vehicle purchased from the CarMax store located in Savannah, Georgia

(“CarMax”) on or about April 17, 2015.

Ms. [redacted] mentioned in the complaint that CarMax should have disclosed

that the Vehicle had been in an accident prior to it being sold to her.

After receiving this complaint, CarMax called Ms. [redacted] on or

about October 21, 2015 to invite her to bring the Vehicle in to have it

inspected for any prior accident damage.

Ms. [redacted] informed CarMax that a tree had recently fallen on the hood

and front bumper of the Vehicle; however, she advised CarMax that she was still

interested in having them inspect the Vehicle.

CarMax completed a visual inspection of the Vehicle on or about

October 21, 2015 and determined that the Vehicle showed no signs of damage related

to impact prior to the date of sale. However,

CarMax’s records did indicate that touch up paint was applied to the front

bumper and passenger quarter panel of the Vehicle prior to it being sold to Ms.

Winters.

Ms. [redacted] was appreciative of CarMax’s offer to inspect the

Vehicle and elected to file a claim through her insurance provider in order to

repair the damages caused by the tree fall incident.

CarMax appreciates the opportunity

to respond to this complaint and considers this matter closed.

Please contact me at [redacted] extension [redacted] with any

questions you may have.

Sincerely,

Analyst, Customer Relations

Consumer

Response:

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

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

Regards,

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

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.

Review: [redacted] in the service department quoted me $119 to check out a brake and hub problem.

She also said it would take an hour.

After 2.5 hours she described the problem, and quoted me $8xx.xx to fix it.

She said the price was lower than normal because we had paid over $2000 for extended warranty.

Then she gave me a bill for $160+ for the analysis. ($40 more than the original quote).

I took the car to two other repair shops, neither of them charged anything for the estimate.

Lee's Auto Repair quoted $8xx.xx for the same work.

I called Gilbert Carmax several times to request refund of $160, have not received a response.Location: Gilbert, azMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Refund of $160.

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,[redacted] Revdex.com,The partial refund offer by CarMax is unacceptable.We paid CarMax over $2000 for an Extended Warranty. CarMax is out of line to charge over $160 just to analyze a warranty issue, when the local competition will analyze at No Charge, and has not charged us for a warranty.Please inform CarMax that I would rather forgo the $43 refund and let the public know that CarMax engages in POOR customer service. [redacted]

Business

Response:

March

17, 2015

Via Electronic Mail

[redacted], Operations Team

Leader

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

writing in response to your letter which forwarded the complaint of [redacted]. On May 23, 2011, Mr. [redacted] purchased a [redacted], VIN

[redacted] (the “Vehicle”), at the CarMax of Nashville, TN. In his complaint, Mr. [redacted] is requesting

a refund of the diagnostic charge of $160.00.

On

February 26, 2015, Mr. [redacted] called the Gilbert CarMax to schedule an

appointment. Mr. [redacted] stated that

he had two concerns that he seemed unhappy to further explain. Mr. [redacted] was

quoted a diagnostic fee for $119.90. On

February 27, 2015, Mr. [redacted] arrived at the store and the customer advisor

reviewed his concerns. The customer

advisor did notate additional concerns. The

mechanic found that the concerns were not clearly explain and an additional

diagnosis was needed costing $43.50 more.

The customer advisor did get a verbal authorization for the additional

work.

In

the interest of customer service CarMax has agreed to refund the additional

$43.50 as good will gesture to Mr. [redacted]’s credit card. Mr. [redacted] needs to contact [redacted] at [redacted] in the Service department to proceed with this refund.

CarMax

appreciates the opportunity to respond to this complaint. If you have any

questions, please call me at [redacted], ext [redacted].

Sincerely,

Customer Relations Analyst

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: I purchased a vehicle from carmax [redacted] 5/22/2014 the sales person at the claimed the vehicle has not been in an accident.

After getting the vehicle home. I noticed the front bumper was not alligned properly. I spoke to [redacted] in the [redacted] store by phone today. He confirmed that the front of the car was repainted. And the rear bumper was painted. Why paint the front of the car if it hasnt been painted. Carmax sold me a damaged vehicle knowingly.Desired Settlement: Some adjust has to be made regarding the price of the vehicle

Business

Response:

January 30, 2015

Review: I dropped my car off at Carmax @[redacted], WI [redacted] on 1/2/2015 @ 8:30am. I explained the issue with my car, which was the vehicle was cutting off periodically and every time that I backed up the vehicle would cut off, the radio volume also would not increase. I was advised that the vehicle would be diagnosed and I would be contacted within 2 hours with the diagnoses; needless to say the first time I heard from Carmax was the following Tuesday 1/6/2015 midafternoon. They advised the reason the vehicle was cutting off was because of something called a map sensor and stated that was a very simple and inexpensive repair, but the radio was another story. They said I needed a new radio and the old one had to be sent to Illinois to a place called [redacted]. I said to Carmax if I need a new radio, why I am having to wait for the old one to be sent. Why couldn't [redacted] just send the new radio to Carmax and then Carmax could have shipped the old radio back at a later date? Every day for 2 weeks Carmax would call me with the same update, stating they had the map sensor but [redacted] had never picked up the radio and they were at the mercy of the mail; this went on for two weeks. Finally they called on Friday 1/9/2015 to say that the radio had been shipped and I should expect my car to be done by that Tuesday or Wednesday. They called on Tuesday 1/13/2015 saying my car was done and I could pick it up any time before 9 pm. I arrived about 6:15 pm to pick up the vehicle, paid a $250 deductible via check and proceeded to my car. When I got in my car right away I noticed the radio was exactly the same as when I bought it in. The volume would not increase, it stayed the same no matter if the volume was on 10 or 45, and the radio also did not look new. I do not believe that Carmax replaced the radio with a new one like they said. I immediately went back in to advise that it was not fixed and explained the issue again. Not one person provided me good customer service, in fact the customer service was horrible. No one apologized for the inconvenience I was experiencing or even cared about my issue for that matter. A guy name [redacted] hunched his shoulders and said just give her back the loaner she bought back in. No, I’m sorry Mrs. [redacted], I apologize for the inconvenience, no nothing. So after signing the loaner car back out, I ask for the check back that I had written for the deductible. [redacted] says to me, we deposit nightly, we just won't deposit the check and keep it in the safe. I said NO, I would like my check back please; they did return the check with great resistance. The next day 1/14/2015 I received a voicemail from [redacted] that states "I checked the car out and everything seems fine to me, so please give me a call". I returned [redacted]'s call also leaving a voicemail stating the same issue is going on for which I bought the car in, the radio volume will not increase. [redacted] called me back @ about 11:15am stating they would look at it but it's probably going to be nothing that they can do because without them knowing how loud the radio went previously to me bringing it in, they wouldn't know. He also stated that I may need to reprogram it or maybe I should take it in to [redacted] and let them look at it & that they would give me a call back tomorrow. I said to [redacted] how you can say there is no problem when the volume stays the same no matter how loud you turn it up. Rather you know how load it was previously or not, the volume does not increase as it’s supposed to. [redacted] says to me, "Well Mrs. [redacted] there is just no way to know" I was absolutely appalled. Carmax has had my car going on 3 weeks this Friday 1/16/2016, the problem is still not fixed and the customer service was horrible to say the least. I was not treated like a valued customer but was instead treated horribly. The service they provided was unacceptable and I feel like I'm being shafted. I financed a warranty with Carmax and for [redacted] to tell me I need to take it in to [redacted]; that was absolutely, positively terrible customer service.

I would like someone from The Revdex.com to reach out to me so that this matter can be discussed further.Desired Settlement: I would like my vehicle to be repaired correctly and timely. I also feel with the GREAT inconvenience and terrible customer service that Carmax has put me through, the least they can do is waive the deductible and actually put a new radio in.

Business

Response:

January 30,

2015

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2007 [redacted] (VIN: [redacted] (the “Vehicle”))

Dear Mrs. [redacted],

Thank

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

the Vehicle purchased from CarMax of Milwaukee, WI – [redacted] ("CarMax") on October 20th, 2012. In her complaint, Ms. [redacted] shared repair

concerns regarding the radio installed in the Vehicle.

CarMax

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

the vehicle to CarMax on December 12th, 2014. CarMax worked with an

automotive electronics vendor to replace the radio in Ms. [redacted]’s vehicle.

Ms.

[redacted] picked up the Vehicle on December 26th, 2014 and stated that the

volume still could not be increased. CarMax verified this concern after

diagnosis and is currently in the process of repairing the radio amplifier. Throughout

this time, Ms. [redacted] has had transportation through her extended service plan and

has also been provided a CarMax loaner vehicle.

Within her complaint, Ms. [redacted] requested CarMax to cover

the deductible for the amplifier repair. Ms. [redacted] has not been required to pay

any deductible at this time, but will be responsible for her deductible upon

completion of the repair.

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 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 am not satisfied because I feel Carmax has taken an ridiculous amount of time to repair something they said is a simple fix. I have been inconvenienced going on 8 weeks and aside from that they have not treated me like a valued customer. I feel it's the right thing do. Suppose my car payment was 8 weeks past due. Carmax would want their money promptly. Why is this any different?

Regards,

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: 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: 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: 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: 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 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: 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,