CarMax , Inc.

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: 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: [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: 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: 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: I co-signed on a vehicle. I was never put on the vehicles registration. When the vehicle was repossed I could not get the vehicle due to Carmax making an error in having the car registered in only the other persons name. A customer service representative for Carmax admitted to the mistake of Carmax not putting me on the registration when I called and told them I had spoken to the California DMV and DMV said I was not on the registration for the vehicle. Due to Carmax mistake my credit has been ruined. Had they done all the paperwork correctly I would've been able to get the vehicle in my possesion.Location: Kearny MesaMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I'd like to not be held reposnsible for the vehicle due to Carmax's mistake this is the only resolution.

Business

Response:

April 3,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Retail Installment Contract Dated 04/29/2013 (the “Contract”)

[redacted], VIN: [redacted]

(the “Vehicle”)

Account No. XXX[redacted]

Dear

Sir/Madam:

Thank

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

opportunity to respond. Mr. [redacted] alleges

that he was unable to reinstate the Contract and recover the Vehicle because

his name was omitted from the certificate of title. Following our review of our records, it is our

conclusion that Mr. [redacted]’s complaint has no merit. The relevant facts are as follows:On

April 29, 2013 Mr. [redacted] and [redacted] executed the Contract to finance

the purchase of the Vehicle. In addition

to executing the Contract, Mr. [redacted] also executed a Notice to Cosigner (copy

enclosed) agreeing to guarantee payment of the underlying obligation.The

certificate of title and the registration documents were provided to the state

of California Department of Motor Vehicle (DMV). Due to a processing error by the DMV, Mr.

[redacted]’s name was omitted from the certificate of title. On

November 18, 2014 we repossessed the vehicle due to a monetary default of the

Contract. We mailed to Mr. [redacted] a notice

of sale, which among other things, informed Mr. [redacted] of his right to

reinstate the Contract. The notice of

sale was mailed by certified mail return receipt requested. Also enclosed is a copy of the return receipt

confirming delivery of the notice of sale.On

November 19, 2014 Mr. [redacted] called us to inquire about reinstating the

Contract. We informed Mr. [redacted] that he would have to pay $1,747.14 to

reinstate the Contract. Mr. [redacted] then informed

us that his name was not on the certificate of title. We advised Mr. [redacted] that we would look into

the matter. On

November 20, 2014 we received another telephone call from Mr. [redacted]. Mr. [redacted] appeared to be concerned about Mr.

Eddleman taking possession of the Vehicle from him after he reinstated the

Contract. Mr. [redacted] inquired if we

could remove a device that Mr. Eddleman had installed in the Vehicle to enable

him turn off the Vehicle using a mobile phone.

Mr. [redacted] also inquired about changing the ignition of the

Vehicle. We informed Mr. [redacted] that after

he reinstated the Contract and recovered the Vehicle, he could have the changes

made at his expense. We also informed

Mr. [redacted] that we were working on adding his name to the certificate of title.Subsequent

to the November 20th telephone call, we made multiple unsuccessful attempts

to contact Mr. [redacted] and Mr. [redacted] regarding reinstating the Contract.The

Vehicle was sold at auction on December 22, 2014.

Further

to the above, it is our position that Mr. [redacted] remains obligated on the Contract.

Accordingly, we are only able to provide Mr. [redacted] with this explanation and

not the relief he seeks in his complaint.

Again,

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

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

Sincerely,

Paralegal

CarMax

Auto Finance

CC:

Enclosure(s)

Consumer

Response:

During the time I tried to work with carmax to get the vehicle after it was repossessed, I asked for a copy of the contract to be mailed to me, which I never received.During that time, I was informed by one of the representatives, over the phone, that carmax made the mistake of not putting me on the registration. Later, another representative said the DMV was at fault.When Carmax looked into the issue of the registration, they said it would take 4 to 6 weeks to add me to the registration. That would be well past the time before the vehicle would be sold in auction. In an effort to resolve the car issue I was willing to make a payment if carmax would only release the vehicle to me once I was on the registration. Someone from Carmax corporate said that it would not be possible to hold it and if [redacted] wanted to pick up the vehicle once a payment was made then he would have every right to do so even though I was the one who made a payment. I did not feel comfortable with making a payment after that.Last month I spoke to a customer representative from Carmax and asked for the letter of the vehicle being sold to be resent since I never received it along with a copy of the contract. They informed me that they had my address incorrect and said they would fix it and send that paperwork to me. I never received the letter or the contract. They also informed me that it would have been possible for me to make a payment and have the car released to only myself since the car is released to the person who makes the payment on vehicle. It seems carmax does not have everyone on the same page and resulted in the vehicle being sold at auction instead of working with me by correcting their mistake.I would like to receive a copy of the paperwork that was sent to the DMV since carmax believes it is the DMV’s fault that I was never put on the registration. I have been unable to get any paperwork from the DMV on the vehicle since I am not on the registration.In order for this issue to be resolved completely Carmax needs to take me off this vehicle Loan and take this off of my credit report. They left me no way to take ownership of the vehicle or the payments by not properly placing my name on the registration.

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: I bought a brand new black Camry from here. At the last wash up, their machine was broken. So my car came out with small scratches everywhere. I confronted the sa**sman, and he wrote me a **tter promise that my car would be touched up for free at any Carmax location. A few weeks later, I went from my home in NJ to a closet Carmax location which is in PA. And they said they couldn't honor it. I cal**d the original store, and their manager wrote me an email assuring that I could just go fix my car anywhere and they would pay it back with the expenses of the PA trip. Almost a year now, I have been trying to contact them so many times. They just ignore all their promises, even though I have their **tter and emails.Location: Laurel, MDMake: [redacted]Model: [redacted]Owner/Co-Ownder? Yes

Business

Response:

January 13, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

2015 [redacted] (the “Vehic**”),

VIN:[redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated January 8, 2016 regarding

the Vehic** purchased from the CarMax store located in Laurel, Maryland (“CarMax”)

on or about February 25, 2015.

In his complaint, Mr. ** describes concerns regarding scratches on

the Vehic** that appear after being washed at CarMax, and requests that CarMax

reimburse him for touch-up work, as previously offered.

CarMax’s records indicate that the service department agreed to

reimburse Mr. ** for the buffing expense around March or April, 2015. As of

January 13, 2016, CarMax had not yet received documentation of Mr. **’s

expenses to process his refund. CarMax’s records indicate Service Operations

Manager Gary C. connected with Mr. ** on the phone on or about January 14,

2016. Notes from this conversation state that Mr. ** was encouraged to email

his receipts to allow CarMax to comp**te his reimbursement.

CarMax appreciates the opportunity to respond to this complaint.

P**ase contact me at (800)519-1511, extension [redacted],

with any questions you may have.

Sincerely,

Kristina [redacted]

Analyst, Customer Relations

Review: the Department of Revenue Vehicle send out a letter back in December 23 2014. CarMax business svcs llc 12800 Tuckahoe Creek PKY Richard VA. It says this is to acknowledge receipt of an application for title and/or registration on the referenced vehicle. Due to improper documentation this application cannot be approved. surrender the outstanding Arkansas certificate of title. upon receipt of the foreign title, we will immediately direct the Tennessee certificate of title to you. I contacted CarMax about this letter on 1/11/2016 Tissany said that was the wrong address so on 1/12/2016 I contacted the DMV I talk with nejoli will the correct address nejoli than fax the letter to them come to fine out it was missing the co-signer name on it so nejoli sent another fax with my name and the co/signer .Now on 1/18/2016 Yvonne says she sent the information thought regular mail to a PO box I ask her why? because Amie at the corporate office expedite it for a faster outcome Yvonne says she couldn't 1 Day deliver it because she would need a signature so I contact the DMV to check to see if that was correct so Debra it has to cone back to the address on the letter they sent . Here its Monday 1/25/2016 the information is not there I don't know what else to do I cannot use my car I have doctor appointment, errand , on top of that there a notice on my car about expire tags were I live am afraid that the information I need to renew my tags is lose again .Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: All I need is to be able to renew my tags, with out any more delays it looks like am being punish for them not sending it to the right address

Business

Response:

Review: I purchased a [redacted] on December 5, 2015 from CarMax located in Laurel MD Freestate Dr , after driving the vehicle for a few days I began to hear unusual loud squealing noises coming from the engine and a grinding sound from the wheels I parked the car and used my other vehicle I immediately called CarMax to set up an appointment and was told the next available date wasn't for another two weeks, when I finally dropped the car I filled out an envelope describing the problems as instructed and was issued a loaner. I was called about a week later and was told my car was ready for pickup however when I arrived and looked at the repair order I noticed it was from a car that I'd owned before and not the one I currently owned so they made repairs for a car I didn't own none of the repairs I needed, I was then put back in a loaner and told the proper repairs will be made, I received a call on 1/13/16 again claiming my vehicle was ready so I turned in the loaner and drove off in in the car I purchased , two days later I started it for work and I heard the same noise as before , I called their so called resolution center where I was told to go back to CarMax to get yet another loaner I made a video of the noises and showed it to the service manager John who then drove the car once around the lot then stated he didn't hear anything even suggesting the problem may have self corrected. I've left messages with that locations GM I haven't been contacted as yet , It is now 1/28/16 and I'm still without my vehicle I'm asking that upon the return of my REPAIRED vehicle that the 30 day free repair guarantee be reset to the date starting when my car is returned and that I be compensated for the first months car payment I needed to make on a vehicle that I have only driven for 6 days total since purchase. There should never be a time when a customer is told by the service manager "I don't know why you called the main office they're just going to call me anyway"Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: Compensation for the first months car payment and to have the 30 day free repair guarantee restarted upon completion of repairs

Business

Response:

February 18th,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted] (VIN:

[redacted] the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

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

the Vehicle from CarMax of Laurel, MD (“CarMax”) on December 4th,

2015. In his complaint, Mr. [redacted] requested an extension of the Vehicle’s

30-Day Limited Warranty and compensation for one month of his car payment for

the repair delays.

CarMax was actively repairing the

Vehicle at the time Mr. [redacted] submitted his complaint. CarMax completed

repairs to address a belt squeak concern on February 1st, 2016, and

Mr. [redacted] picked up the Vehicle.

CarMax management spoke with Mr.

[redacted] on February 4th, 2016, and discussed concerns about his

experience. CarMax agreed to extend the 30-Day Limited Warranty for the Vehicle

through March 1st, 2016, in the interest of customer service. CarMax

also communicated with Mr. [redacted] that a payment on the loan associated with

the Vehicle is not something CarMax would provide.

In

the event Mr. [redacted] has any questions about this, he may contact me at

1-800-519-1511, ext. [redacted].

Thank you for providing CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 1[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: This experience has been giving me sleepless nights. Carmax made contact for the extended warranty company to pay THEIR bill and since they kept my car for almost a month they never communicated with enterprise or the extended warranty company and enterprise ended up charging my credit card without my permission. Screwing up my other teenage son's Christmas vacation because there was no car for him to drive. He could not drive the rental. My daughter works and ghad to drive my car because of her age. The mechanic broke the first part and another one was on back order from Germany and they lied about what was taking them so long to fix it. The warranty company only paid for 3 days and it should have been 7. no one took the time to at carmax to straighten this out, it all fell on me to try to do all of the let work at the last minute. Xavier, the service person at Carmax lied to me so many times, he even lied to my husband about things we never discussed like balancing the tires and even telling me that he would get a copy of the bill for me to be reimbursed. I sent a copy of the bill and I still have not been reimbursed. Enterprise in Boynton Beach even told me not to worry they will bill Carmax when I dropped the car off, but I was then told by Carmax because I picked it up from another location they could not pay it. They told me to go to the nearest Enterprise and it was Christmas eve. We did not need a car the first week. The car belongs to my daughter she is 19 years old and works hard to maintain the monthly $347 payments, it has gone back at least 3 times, that's gas money and time away from school and work for her. She is also extremely miserable over this experience. and wants to be compensated. Someone needs to investigate this issue, find out why this happened to a loyal customer and make corrections to the process. I need my money. For the time and duress I have been through trying to resolve this issue is unacceptable for such a large companyLocation: Make: vwModel: [redacted]Owner/Co-Ownder? YesDesired Settlement: Contract Number:

[redacted] Receipt Date:

Jan 7, 2016

Enterprise Location:

1889 NORTH CONGRESS AVE

WEST PALM BEACH, FL 33409-6307

US

Tel.: (561) 689-8585

Driver:

Start Date: End Date: Make/Model Start Miles End Miles Miles Driven

Dec 24, 2015 @ 3:00 pm Jan 7, 2016 @ 3:49 pm HYUN SONA 31,314 31,425 111

Total Miles 111

Charge Description Quantity Per Rate Total

Rate 14 Day 35.50 497.00

VLF REC - VEHICLE LICENSE FEE 7.98

Subtotal: USD 504.98

Taxes and Surcharges

SC REC - SURCHARGE RECOVERY 28.00

TIRE AND BATTERY FEE 0.28

SALES TAX 32.00

Subtotal: USD 565.26

Total Charges: USD 565.26

Payment Information

CREDIT CARD CCARD 445.26

Subtotal: USD 445.26

CR: TWxxxxx

THE WARRANTY GROUP-(RYN1524)

Attn: 40/DAY POLICY, CARMAX USD 120.00

PO:15A06653

Total Payment Amount: USD 565.26

Business

Response:

February 16, 2016

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

[redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated February 3, 2016 regarding

the Vehicle purchased from the CarMax store located in Boynton Beach, Florida (“CarMax”)

on or about March 9, 2014.

In her complaint, Mrs. [redacted] describes concerns regarding

repair delays, rental vehicle reimbursement, and communication with the service

department. Mrs. [redacted] requests that CarMax reimburse the rental vehicle

expense through Enterprise.

CarMax’s records indicate that the service department has been in

contact with Mrs. [redacted] and her family regarding her expressed concerns.

Service records indicate that CarMax presented the option of a loaner vehicle for

Mrs. [redacted] while repair work was being completed on the Vehicle, which was

declined. When manufacturer supply issues led to extended repair delays, CarMax

offered to reimburse Mrs. [redacted] for vehicle rental beyond the 7 days

included through her MaxCare extended service plan. Records indicate that as of

February 16, 2016, the service department had not yet received the requested

receipt for Mrs. [redacted]’s rental vehicle, as required for reimbursed.

CarMax is currently working to reimburse Mrs. [redacted] for the 7

additional days of vehicle rental with the Enterprise payment information shared

in her complaint. Should additional documentation be needed to complete the

reimbursement process, CarMax will contact Mrs. [redacted] by phone.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension [redacted],

with any questions you may have.

Sincerely,

Kristina S[redacted]

Analyst, Executive Response Team

Review: Luxury sports wagon, one year old, with 10,000 miles. After purchase, while installing protective clear film on front of car, a body shop inspection revealed recent, extensive, unreported collision repair. Right front fender was replaced and installed incorrectly with shims used in attempt to hide misalignment. Rocker panel and wheel well plastic dislodged. Extensive overspray detected on hood, bumper, fender, door, mirror, rocker panel. Fresh masking tape remnant still clinging to underside of right hand rear view mirror. Massive bondo and paint drip found at edge of fender, already peeling by own mass. Reputable body shop estimated this sub-standard paint was less than 30 days old. Carmax purchased vehicle at auction six weeks prior.Location: Clackamas, ORMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Requested Carmax location representative that vehicle be inspected by independent body shop to determine whether structural damage had occurred. If damage was cosmetic only, that independent body shop re-do all repairs and return vehicle to pre-loss condition. Multiple phone calls and in-person visit with Carmax representatives have still not resulted in commitment from Carmax. Vehicle sits at body shop for eight days with no action by Carmax.

Business

Response:

April 7,

2015

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted] 2015 [redacted]

[redacted] (the “Vehicle”)

Dear Mrs.

Mann,

Thank you for forwarding the

complaint received in your office from [redacted] regarding the Vehicle

purchased from CarMax of Clackamas (“CarMax”) on March 12, 2016. In his

complaint, Mr. [redacted] states that a third party body shop found recent

collision repairs on the Vehicle. Mr.

[redacted] states these repairs were completed prior to his purchasing the Vehicle,

and describes the repairs as “sub-standard”.

Mr. [redacted] requests that an independent body shop “re-do” the repairs at

CarMax’s expense.

CarMax professionally reconditions

and inspects each of its vehicles.

Nonetheless, CarMax wants Mr. [redacted] to be satisfied with the cosmetic

quality of his vehicle, and is happy to cover the cost of repairs completed at

the independent body shop.

As of April 7, 2016, the independent

body shop is completing repairs on the Vehicle.

CarMax is in daily communication with Mr. [redacted] in regards to the

completion of the body work.

If Mr. [redacted] has any additional

questions, or would like to discuss this concern further, he may contact me at

1-800-519-1511 ext. [redacted].

Sincerely,

Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

Review: I bought this car ([redacted]) from CarMax approximately OCT 2013; after driving the car for a couple of Months, the vehicle started to stall every time I would turn right or left. I took the car to the [redacted] dealership and they ran diagnostic test on it. They found that the vehicle has the wrong transmission fluid in it as well as the transmission filter was bad. Due to my location I was unable to take it back to Charlotte, NC where I purchased the car and needed my transportation for work. The [redacted] dealership gave me a quote for $393.00 for repairs. They sent the quote to Charlotte, NC to CarMax as well. There was no response from the CarMax dealership. I therefore, paid for the repair due to needed transportation for work. I contacted CarMax dealership in Charlotte, NC and faxed them the paid recipe as well as the invoice again that the [redacted] dealership provided. They refuse to reimburse me the whole amount that I spent for the repairs. They offered me half of the amount but I do not think that is fair and it is unjust because the car went through inspections and should have never had the wrong transmission fluid in it. They are not taken responsability that they sold the car to me under these conditions which cost me money to repair out of my pocket.Desired Settlement: DesiredSettlementID: Refund

I am asking for the whole amount ($393.00) I spent for the repair by the [redacted] dealership and not half of the money that they are trying to give me.

Business

Response:

24 February 2014

Review: A [redacted] was purchased on 11/3/14 at 6:55pm from CarMax [redacted]. Which includes the 5 day return policy for the vehicle. On 11/7/14 - 9:00am, the car had leaked a quart of oil from the engine & the car was towed into CarMax. The service department was not able to look into the car's service problem until 11/10/14. On 11/10/14, I went to Carmax [redacted] to see if the car was repaired. The repiar was mage to the oil filter. I lost all confidence in the car & asked to return the car. I was told it was too late to return the car. I believe since the car was towed in on 11/7/14 - they should honor their return policy.Desired Settlement: Return the vehicle

Business

Response:

11/24/2014

Review: I purchased a 2013 Jeep Grand Cherokee w/ Carmax on 11/17/15. I started to have transmission issues 2 wks later, a window sealant issue, and oil change light came on. When I purchased the car it had 25k miles on it. I was informed by Carmax that it was still under manufacturers warranty(3yrs/36k miles). This is what influenced my decision to buy the car. I did not buy their extended care, bc I knew I was going to purchase one from the manufacturer in Feb. I contacted Carmax about my issues, and they said take it to the Jeep dealer bc I am still under warranty. Upon contacting Jeep, I was told that the car is no longer under manufacturers warranty for bumper to bumper coverage, and that they go by the purchase date of the car. This was Aug. 2012, which means I am no longer covered. Carmax offers a 30 warranty, but after that I will be responsible for any bumper to bumper issues on the car. Since the warranty has expired, I can no longer purchase from the dealer. My concern is I will have no coverage on the car going forward, unless I purchase through a 3rd party, which is not what I wanted to do. When I purchased the car, it was in my plan to purchase a warranty with the manufacturer I was already with. Carmax has stated that they will fix the issues currently with the car, but anything after 30 days I will be responsible for. They have stated that they cant do anything for me. This is unfair to me as a consumer, because I purchased the pretense that I would have extra coverage until I could purchase more. I would like Carmax to provide me with extended coverage w/ Carmax without adding more money to my bill each month. I cant afford any extra payments, which is why I didnt take it in the beginning.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like Carmax to replace my current contract by adding an extended warranty to it, but allowing my monthly bill to still remain the same.

Business

Response:

December 14, 2015

Review: Contract lists higher finance amount. Company refunded me the difference. Several issues are this pays me for just the dollar amount on contract not the additional charged by the loan company I financed with. Over 5 years I will have overpaid the finance company more than I should. Carmax owe me this money back as well since it was their error. I called and spoke to the manager about the issue and never received a call back. I spoke to the front desk and was told this happens all the time and its just pennies. Guess what? Pennies add up. I want my moneyDesired Settlement: I want you to calculate $27.44 x my finance charge and interest carried into 5 years and pay me what you really owe me. I have reached out to contact [redacted] in hopes of determining if this is a normal scam done by Carmax in hopes to find others who get a small check years into their loan and then told it happens "all the time"

Business

Response:

August 21, 2013

Review: My wife initially brought our [redacted] to the Cincinnati CarMax on 5/7/2013 due to the car pulling to the side while driving and for the fact that the van shook while braking. CarMax found that the control Arm needed replaced which was covered under the extended service plan. In addition to replacing the Arm the car needed an alignment which we paid for. The total bill was $185.15 ($100.00 deductible, $85.15 alignment).

My wife noticed that the car was still pulling to the side and the car shook upon braking. She returned it to the Cincinnati CarMax on 5/21/13 to get it diagnosed. After waiting 2+ hours, was told that the service team could not “replicate the problem” and nothing was wrong with it and was sent home.

On 6/19/2013, while my wife was driving the van during the day it was noticeably worse so she took it to a nearby [redacted] ([redacted]). We have previously used [redacted] to replace the rear brakes on 6/19/2013. [redacted], the mechanic at [redacted], quickly identified the problem being that one of the rear brake sensors had locked up and as a result the rear brake pads and rotors needed to be replaced. The brakes were covered under warranty from the recent application and my wife bought the two rear rotors (139.98 parts + 131.60 labor. Total $298.97). [redacted] also asked my wife if she had recently had the right front tie rod replaced. He stated he knew it because the jam nut on the front right tie rod was not secured and showed my wife the loose nut, which was more than halfway down the shaft. After tightening down the jam nut he aligned the car for free, stating that the alignment was off because of the loose jam nut and that had he not found it, the entire wheel could have fallen off. [redacted] also noticed that the rear shocks and front struts were nearing the end of their life due to oil leaking from the shocks and residue on the struts. He recommended my wife take it back to CarMax since they could be covered under the extended warranty. I called the Cincinnati CarMax to complain about 1) the outer tie rod jam nut being loose/unsecured; 2) the loose jam nut causing the car to become out of alignment so fast, and not diagnosing it when my wife brought the car back to be looked at on 5/21/2013; 3) not noticing the worn out rotors, shocks, and struts on the first and second visit. The Cincinnati CarMax apologized and refunded the alignment ($85.15). This refund was promised in the form of a check sent to our home address, which has still not been received as 9/12/2013.

Knowing the car needed new shocks, struts, and rotors as well as the lift gate motor for the trunk going out I scheduled an appointment with the Cincinnati CarMax to get these issues diagnosed and fixed for 7/16/2013. They noticed the front rotors being worn out, the need for rear shock, and a faulty lift gate motor (although there was a struggle to “replicate the problem”). We paid for the shocks, rotors, and deductible for the motor (Total $511.20 ). The van was returned to us on 7/24/2013.

On 8/4/2013, traveling back from a long weekend, I noticed a grinding sound from the front left wheel. I pulled over and found that one of the plastic screws was missing from the plastic wheel well flap and assumed it was flapping into the wheel. Not being able to fix if from the side of the road we continued home. That night I forgot about it until my wife drove the van on Monday 8/5/2013 and complained about severe grinding and pulsating of the steering wheel. That evening I tied down and taped the loose flap but was not able to stop the grinding sound. That evening we decided to get it looked at by the [redacted] CarMax group having lost trust in the Cincinnati CarMax. I drove the van to work the next day while it continued to grind the whole drive.

Midday on 8/5/13 I called the Cincinnati CarMax office to notify them about my dissatisfaction and that I would be getting my car looked at by the [redacted] CarMax. I asked them to send the records from the van to the [redacted] group. After talking to the [redacted] CarMax, they were not able to get an appointment until Thursday 8/8/2013 and I scheduled to drop off the van on Wednesday 8/7/2013. That evening while driving home the van was significantly worse with the grinding noise and the shaking of the steering wheel. I pulled off at [redacted] on [redacted] into a nearby gas station. On my phone, I looked up issues that could be wrong with the wheels after rotors are replaced. One of the suggestions stated to look at the rotor to see if it was rubbing against something on the wheel. As I prepared to jack up the van to remove the wheel, I placed the tire iron on the front left wheel lug nut to find that it was loose. This led to inspecting the other lug nuts to find that there were all loose to being able to manipulate them with my hand. One of the lug nuts was missing and upon further investigation realized that it was sheared off. Immediately I called the Cincinnati CarMax and talked to [redacted] around 17:50 and told him I found the issue that I called about earlier and explained the issue with the loose lug nuts. I continued by explaining my frustration, anger, and disbelief that this was the third time that their mechanics have failed with the van, not only to assess and complete a work task, but also failed to return the van to us in a safe condition so as not to put our family at eminent risk. After our conversation I tightened the lug nuts that were left and drove around the nearby neighborhood. The wheel was still shaking due to the lost lug nut but I drove it to the [redacted] CarMax.

Not being able to find an open car rental they gave me a loaner car and took kept the van to be serviced. After inspection on 8/7/21013, the [redacted] CarMax’s mechanic concluded that it was all due to the loose lug nuts. I asked them to verify that there was nothing else wrong with the wheel that could have caused the lug nuts to become loose. And they found no other reason or concern. The [redacted] CarMax team was professional and responsive in handing my situation. They replaced the wheel at no cost.

Later that day 8/7/2013, [redacted], the manager at the Cincinnati CarMax called and tried to ensure me that their master technician looked at the van after the rotors were put on and passed their inspection and had no explanation how they have failed a third time to properly inspect the van.

On 8/7/2013, I called corporate headquarters and made a formal complaint with an analyst. Still awaiting reply as of 9/12/13.Desired Settlement: Want to file due to inferior repairs and negligence that put my family at risk. Still waiting on $85.00 reimbursement for alignment. Would like apology for neglect and putting family at risk multiple times and the days of wasted time and inconvenience dealing with trying to get van fix.

Business

Response:

21 October 2013

Review: I purchased this vehicle on Feb 16, 2013 days after I started to feel the yanking and jumping from my vehicle while putting the car in reverse and drive. I was told anything that was wrong with the car within the first 30days would be repaired by the service department. So on Feb 20,2013 I had and appointment for that concern and others. The concern for the engine jumping and yanking I was told was not duplicated by the technician so thy couldn't fix the problem. I advised the technicians that this occurs twice a day and it's gradually getting worse. I was then told to bring the car back of it happens again and they would take a look at it. I was upset but I said ok. The problem has gotten worse and just unbearable so I have take. My car back several times for that same concern and others. So this last time I took it back on Oct 14, 2013 and the technician did duplicate the problem while I took him on a test drive and said he think it could be the engine/motor mounts I was happy that he did duplicate it because how my problem would be solved so I thought. They kept my car for a week and the. Told me that they were unable to see where that was coming from and that's a normal yank and jerk. I disagreed and told them that their technician also agreered with me and that when I took the car for the test drive it didn't do that and for the first few days after purchasing it and informed them that's not normal. So here I am now upset and I have taken my car to an independent dealership and they said that I have too much moving in my engine and they showed me and also said I have an engine oil leak and also showed me that. The independent shop gave me a receipt with all that information on it. I have contacted Carmax but they aren't being very helpful anymore. This problem has gotten worse and also I was sitting in my car a week ago at a red light and my car all the electrical things shut off completely and then the car cut right back on. There's also electrical issues going on.Desired Settlement: I would like another vehicle of my choosing newer vehicle with 10,000 miles or less and all my installments to date goes towards vehicle with all taxes and license fees I've paid and down payment and this current car paid off and loan as well or to just revive my down payment, installments to date back and taxes an license fee as well back.

Business

Response:

December 12, 2013

Via Electronic Mail

[redacted], [redacted]

Revdex.com

Re: [redacted]

Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted]. On February 16, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), which she purchased from the CarMax of [redacted], **. In her complaint, [redacted] is requesting another vehicle of her choosing that is newer with 10,000 miles or less and have all her payments, taxes, and down payment that have been made applied to this vehicle. [redacted] would also like the Vehicle paid in full. [redacted] second option is to receive her down payment, taxes, and all monthly payments that had been made refunded to her.

Due to [redacted] mechanical concerns for the Vehicle, CarMax of [redacted] did reach out to [redacted] and schedule an appointment to do the buyback. CarMax of [redacted] has agreed to refund her down payment, all of her monthly payments and pay off her current loan with Drive Financial Services. [redacted] came to the CarMax of[redacted] on Saturday, December 7, 2013 and completed the buyback.

If you have any questions, please call me at [redacted], ext [redacted].

Sincerely,

Review: Failure to fix an on-going issue that was present at time of purchase.

Among other issues, the biggest thing has been a non-start issue that has been addressed at least 8 times resulting in over 30 days in the shop. The extended warranty was for 150,000 miles and cost us $3,678. The issue still has not been fixed. We purchased the car and warranty from CarMax in [redacted].

[redacted]n purchased 10-14-2011 (Contract #[redacted]). Mileage at time of purchase was 47,483. [redacted] was the salesperson. The purchase price of the car was $20,450.00 which we financed thru CarMax credit.

Dates serviced, number of days in shop & Invoice numbers follow:

7-17-12; 2 days in shop; Inv #[redacted]

3-6-12; 1 day; Inv #[redacted]

2-27-12; 1 day; Inv #[redacted]

1-13-12; 1 day; Inv #[redacted]

7-18-13; 1 day; Inv #[redacted]

7-24-13; 1 day; Inv #[redacted]

8-13-13; 9 days; Inv #[redacted]

8-29-13; 8 days; Inv #[redacted] 9-11-13; 5 days; Inv #[redacted]

9-26-13; 2 days; Inv #[redacted]

10-1-13; 7 days; Inv #[redacted]

Despite all the above visits to correct the starter issue it is still there. They cannot obviously fix it, I have a car that I will not let my wife drive and has diminished value.

The car was equipped with every option that Dodge had available that model year including remote start.Desired Settlement: I would like a replacement car that is 2 years old now (as the one I purchased was) with all the options as my existing on has.

Business

Response:

January 10th, 2014

Review: I bought a car at carmax. I was in a bad accident and the car was totaled. I bought the [redacted] insurance. The customer service rep explained that if I were in an accident, I would be covered for the difference 100%. I have always had [redacted] insurance, so I understood the concept. So I submit my [redacted] insurance claim and find out that they don't cover this and they don't cover that. Including if a payment was paid after the due date but in the grace period. That grace period is mandated by a state law and should not be in consideration. We were told more than once that the [redacted] covered 100% of the difference from what regular insurance paid and what was owed. So now I'm sure if I'm covered at all. That's only have problem number 1. The second problem was that when I called to cancel the extended warranty, the rep in the business office, took all the information from me and told me that she would get it taken care of and get the $280 to our lender, [redacted]. I called again to have a letter faxed over to the CARMAX [redacted] people, and she said that there wasn't one started or finished, and they needed signatures to get that taken car of. If the rep had told me that when I called I could have gone right down there. Now I'm having to try and figure out a way to get there to get this handled!Desired Settlement: I want a refund of the [redacted], and I want the full difference paid to my lender to where I owe nothing. Your reps are saying 100% covered, then it needs to be 100% covered, period. I can't ask a refund for the extended warranty, however, it would be nice for carmax to supplement something for the aggravation, since we have bought our last 7 cars from carmax. And now we are changing dealerships because of this mess.

Business

Response:

July 14th, 2014