CarMax , Inc.

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

thank you

Business

Response:

June 23, 2014

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

Business

Response:

March 20, 2014

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

Business

Response:

April 2, 2014

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

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

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

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

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

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

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

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

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Dear [redacted]

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

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

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

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

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

Sincerely,

Consumer

Response:

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

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

Regards,

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

Business

Response:

[redacted]
Revdex.com

Richmond, Va. 23236

Re: [redacted]
Dear [redacted],

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

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

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

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

Sincerely,

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

Business

Response:

March 3, 2014

Revdex.com Serving Central Virginia

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE: Consumer Complaint of [redacted]

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by [redacted]. [redacted] is alleging that we conducted 4 credit inquires on his credit file without his authorization. Accordingly, [redacted] is requesting that we delete the credit inquiries from his credit file. I will attempt to address [redacted] concerns below.

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

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

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

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

Sincerely,

Paralegal

CarMax

CC: [redacted]

Consumer

Response:

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

Review: I have had problems out of my car since a couple of weeks after I purchased it and I'm steady having problems out of this car I hear knocking noise and when I start my car up when it sits for awhile it make a very loud noise as well I hear rattling noise by the front driver side tire plus they had to replace things that I think should have been replaced before selling the car to me and they didn't tell me that this car had been in a accident I have all my paper showing they didn't give me the car fax. I only had this car for only 7 months now.Location: 101 N Wolf Rd, Hillside, IL 60162Make: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like them to either replace my car or give me all my money back I don't want this car anymore cause I'm tired of bringing it back to them.

Business

Response:

November 20, 2015

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

[redacted] (the “Vehicle”), VIN:

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated November 9, 2015 regarding

the Vehicle purchased from the CarMax store located in Hillside, Illinois (“CarMax”)

on or about February 20, 2015. In this

complaint, Mr. Williams cites concerns regarding several noises he has heard

while operating the Vehicle, return trips to CarMax’s service department, and a

vehicle history concern. He requests

that CarMax either replace the Vehicle or offer a refund.

CarMax’s records indicate the service team has completed repair work

on the Vehicle’s air conditioning system, weather stripping, and intake

gaskets, as well as alignment of a bumper. Service records state that Mr.

Williams brought his vehicle in for a noise concern on or about July 29,

2015. The repair order indicates that

the repair work was covered by Mr. Williams’ MaxCare Extended Service

Plan. The records also state that CarMax

assisted by covering the plan deductible and supplied a rental vehicle for

approximately fifteen extra days at no cost to Mr. Williams.

CarMax’s records indicate the service team was alerted by Mr.

Williams that the Vehicle was again making noises on or about August 22,

2015. Service records list that CarMax

sent it to another dealership for a second opinion on or around September 9, 2015,

where it was determined the Vehicle’s tires were the cause of the sound. CarMax’s records indicate that the service

team replaced the Vehicle’s tires with four brand new tires at no cost to Mr.

Williams to resolve the issue. CarMax

declines to provide any further relief.

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,

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,

I was told by carmax that my car will need a timing change and I feel I only had this car not that long for all of these things to be going wrong on this car. And they had to fix numerous of other things that carmax had to fix as welll I feel all of this shouldn't be going on this fast with this car for example they had to go inside the motor to fix something and had to put new axels ball joints it's so much goong on with this car and why should I have to go through this when they say that all of their car are certified when they really are not and to make worse matter they didnt tell me this car has been in an accident cause I would have never even taken this car!!!!!

Review: Took my car I purchased from them in for service within the 30 day window where they will fix anything wrong with the car, for a few things. Among those things, was a hard start. They looked at and determined it was a battery- completely wrong diagnosis. But hey, I went with it, seeing as I'm no mechanic. Furthermore, they performed a "car wash" if you could even call it that.. the car looked worse than it did before it was "washed". I had to schedule an appointment a week later for the remaining service. During that week, the hard start continued. Fast forward to when I take it in for the remaining repairs, and I advised them I needed the hard start looked at as it was still happening. Well guess what?! It was now past the 30 days so they won't fix it, they can't do it themself so I'm on my own, even though the issue was addressed during the 30 day window and they assured me it was fixed- but it wasnt. This time, since the absolutely TERRIBLE car wash last time, I spoke to [redacted] in service and specifically said NUMEROUS times to NOT wash the car. Lo and behold, they washed it again, after I was ASSURED it would not be washed. Her exact words were "Don't worry I put it on there with a ton of exclamation points." Furthermore, I put it in BOLD on the night drop ticket. I now have scratches running the length of my BMW due to the inferior wash. Great job. Let me tell you just how sketchy they are. Every time you leave your car at their night drop and you write out the night drop ticket, they staple it to your service order receipt when you pick the car up- every time. This time, the time I write in BOLD to not wash the car, they conveniently left it out of the service order. Furthermore, the tires sold on the car are dry-rotted to the point of being unsafe, yet they will not replace them. I was sold a vehicle that is unsafe to drive. To sum it up- refusal to honor the 30 day warranty, permanently damaging my cars paint job, and refusing to replace unsafe tires.Location: Littleton, COMake: [redacted]Model: **Owner/Co-Ownder? YesDesired Settlement: I would like the unsafe tires replaced , the company to pay for paint correction to fix the damage they've done, and them to honor the 30 day warranty that they contractually promise and fix the hard start. Unfortunately, I do not feel comfortable taking the car back to them so the work must be done elsewhere.

Business

Response:

March 27, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in your

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

“Vehicle”) that was purchased on or about January 29, 2015 from the CarMax

store located in Littleton, Colorado (“CarMax”). In this complaint, Mr. [redacted] is

requesting CarMax pay to replace the Vehicle’s tires, to repair paint scratches

and to cover repairs associated with Mr. [redacted]’s concern of a hard start.

Regarding the Vehicle’s tires, CarMax inspected the tires on or

about March 17, 2015 and found that the tread measured at least 5/32 on all

tires. There were no cords or steel

belts showing and no cracks on the sidewalls.

Small cracks were found between the tread and CarMax determined these

were cosmetic in nature and did not affect the integrity of the tires. In the interest of customer service, CarMax

is offering to share in the cost of replacing the Vehicle’s tires with Mr.

[redacted]. CarMax will cover the labor

involved and Mr. [redacted] would be responsible for the cost of the tires,

which will be offered at the cost CarMax pays to obtain them from our supplier.

In reference to the mechanical concerns presented in the

complaint, CarMax serviced the Vehicle for a concern of a hard start on or

about March 9, 2015. A test of the starting

and charging system showed that the battery needed to be replaced. CarMax replaced the battery and covered this

visit. Mr. [redacted] advised CarMax that

the 4x4 brake maintenance light was activated.

CarMax serviced the Vehicle on or about March 17, 2015 and replaced the

transfer case fluid at no cost to Mr. [redacted]. CarMax is offering to provide a quote of

repair costs and perform any necessary repairs to the Vehicle at Mr.

[redacted]’s expense if not covered by the Vehicle’s Extended Service Plan.

Regarding the paint scratches, CarMax reviewed the after-hours

documents completed by Mr. [redacted] and found no notes regarding declining a

car wash. There were notes entered in

our internal service system by his service consultant indicating that the

Vehicle should not be washed. CarMax has

not yet inspected the mentioned scratches but we are offering to pay to repair

the scratches to bring the Vehicle’s exterior within our quality standards.

Mr. [redacted] can reach Service Manager, [redacted] at

[redacted] extension [redacted] to arrange an appointment to address these

concerns.

CarMax appreciates the opportunity to respond to this

complaint.

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

questions.

Sincerely,

Analyst, Customer Relations

Review: carmax sold me a [redacted] for $8,599.00 in april of 2013.... I thought it was a good vehicle and it is not. it was a used vehicle so it was not the in best shape for it's age. but they did not really let me or my co-signer look over the paperwork when I signed it for financing, it was sign &/or initial here, here, here (etc.) and that my payments were $XXX.XX per month for X months. they only offered a 5 day return policy. now every time I try to trade it in to get a different vehicle there is so much negative equity that they want huge $ down to get a different vehicle and carry the negative equity over onto that vehicle. I have tried asking my finance company for help and the only thing they have offered me was a 6 month payment reduction plan for when I lost my job and when it's up, the payments will go back up to full $XXX.XX and if they are not made then it will be up for repossession. they also offered to refinance it through a different company and when I contacted that company it was a partner of theirs who does not refinance their parent company/partner loans.

the vehicle has been in the shop 5 (i belive) times since I bought the vehicle... all of which has been covered under the extended warranty that I purchased but the vehicle is no longer reliable &/or worth paying forDesired Settlement: carmax needs to offer some assistance other than carrying over the negative equity or they need to buy the car back for the amount that I paid

Business

Response:

September 4, 2014

Review: On October 18 2013 My husband and I purchased a [redacted] When we purchased the car we had concerns because the back tires were near bald. Unfortunately the tech was not in so they told us we needed to bring the car back but that if it was 4/32s or less they would replace the tires. Upon coming back the next day to have the vehicle checked out the service manager [redacted] lied to me and told me the tires were at 5/32s and that he would not replace the tires because they were not at 4/32s. He did offer to sell me new ones at cost for $427 a piece. I just spents 52000 and now you want another 900 for tires! I went out and bought my own tire gauge and measured the tires they came up at 4/32s or less. I called my salesman on 10/20 and told him I did not believe [redacted] and that I wanted something done. [redacted] would not budge so I was given corporates number. I called corporate on 10/20 and spoke with [redacted]. He informed me that he would get with the managers at the store and see what could be done. Later that day [redacted] called me from the store and told me he'd like me to bring the car back to remeasure the tires in on 10/22. When I brought the car back in they informed me the tires were at 4/32s but that it needed to be lower than 4/32s to be replaced and they offered to pay 1/2 the cost of the tires. That would still require me to spend 450 dollars when I just bought the car and was told they would replace them if it was 4/32s. I asked to speak with the store manager but he was not available. I am tired of getting the run around and being asked to waste my time and gas to keep being lied to.[redacted]

[redacted]Desired Settlement: I believe Carmax should replace the 2 back tires like I was told they would do by my salesman Arthur and the manager that was on duty that night I bought my car. I should not have to pay anything. I also would like to be compensated for my time and gas.

Business

Response:

November 4, 2015[redacted] 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]Complaint ID: [redacted] (the “Vehicle”),

VIN: [redacted]Dear Ms. [redacted]: Thank you for forwarding the complaint dated October 22, 2015 regarding

the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)

on or about October 18, 2015.CarMax’s records indicate that the [redacted] location’s service

team contacted Mrs. [redacted] on or about October 23, 2015 to extend an offer to

replace two of the Vehicle’s tires at no cost to her. CarMax will not be participating in

reimbursement for Mrs. [redacted] time and gas, as requested. CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]

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: 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 purchased a vehicle from CarMax on December 6, 2014. After having the car for two weeks I noticed there was a vibration coming from the tires and a vibration when I used the breaks. I took the car to my local tire service store and was told that my back two tires needed to be replaced due to lack of tried. The previous owner did not rotate the tires on my car. The technician also inspected the breaks and stated that the rotors were warped. The rotors according to the manufacture are too thin to lath so they need to be replaced. I paid $42.80 to have my tires balanced and rotated. I decided to inspect the car to check everything else out on. The air filter for the engine was never changed and the in cabin filter was extremely dirty. I went to the local auto parts store and purchased both filters and replaced them it cost $25.02. I called CarMax and spoke to the service department. The service rep told me that all cars sold have a 30 warranty and to just bring it in. I agreed and brought in my car. The service rep called me later and told me that the tires on the car are good according to CarMax standards and the braking issue they could not replicate. The service rep did say I can be reimburse my $25.02 for the filters but not for the tire balance. I left the car dealership upset and disappointed. This situation makes CarMax look bad especially since all I was asking for is to have issues with my car fixed that have to do with safety. This car should have been inspected prior being put on the lot. So now I am left with an unsafe car.Desired Settlement: It is only fair that I should have my rotors replaced, have two new tires put on the car and be reimburse for the tire balance. This is the condition the car should have been before selling it to me.

Business

Response:

January 29, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted] Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]: Thank you for forwarding the complaint dated January 5, 2015 regarding the Vehicle purchased from the CarMax store located in Jacksonville, FL (“CarMax”) on or about December 6, 2014. Mr. [redacted] requested in the desired settlement for CarMax to replace his rotors and provide him two new tires at no cost. Additionally, Mr. [redacted] requested that CarMax reimburse him $42.80 for the cost he paid to have his tires balanced and rotated.Mr. [redacted] brought the Vehicle to CarMax on or about January 2, 2015 to inquire about a vibration while driving and braking concern within the 30-Day Limited Warranty. A CarMax technician examined the Vehicle and found no defects in its operation while driving or braking. CarMax also measured the tires and rotors and found that both met CarMax’s standards.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]Analyst, Executive Response Team

Business

Response:

February 24, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted] Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]: I am in receipt of the additional message in response to the complaint dated January 30, 2015 regarding the Vehicle purchased from the CarMax store located in [redacted], FL (“CarMax”) on or about December 6, 2014.Mr. [redacted] mentioned in the complaint that after CarMax diagnosed the Vehicle on or about January 2, 2015 the Vehicle was taken to two different automotive shops for a second opinion and they determined that the tires and rotors were below CarMax’s standards. However, CarMax’s records indicate the rear tires measured 4/32” and the front tires measured 6/32”. CarMax’s records also indicate that the right rotors measured 0.865 and the left measured 0.864. All of the above measurements met CarMax’s standards. Additionally, the measurements are above state standards.Mr. [redacted] also mentioned in the complaint that the Vehicle had also been driven two miles at the time of inspection. CarMax’s records indicate that the Vehicle was test driven for a total of nine miles, starting at 24,602 miles and ending at 24,611 miles, according to Repair Order [redacted].Based on the above, CarMax is unable to provide Mr. [redacted] with the relief he seeks.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

Consumer

Response:

My car was never brought to another maintenance shop. This is a false claim. When I spoke to the maintenance rep he said that only his shop at car max looked at it.also, the mileage claws by car max is also false. They did not drive my car 9 miles as claimed. I question the integrity and honesty of this dealership. I can't be leave how far these lies have gone.

Regards,

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,