CarMax , Inc.

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

Review: We purchased a vehicle from Carmax in July of 2014 and signed a contract for financing with[redacted] aka[redacted]. The vehicle purchased was sold to us for $20000 with a small down payment of $250. [redacted] sent them the check for $20000 and we have been making timely payments ever since. Recently we started getting these collection letters saying we owe Carmax $4479.22 for the vehicle purchased and that our contract was void. This is absolutely inaccurate and deceptive to say the least. The original contract we signed have nothing in it with regards to this dollar amount Carmax is saying we owe them and to make things worse, we are trying to improve our credit after our identity was stolen and carmax is slandering us and reporting false debts.Desired Settlement: We expect a billing adjustment as we owe them nothing. They were paid in full by our finance company and they need to remove the collections entry to our credit report.

Business

Response:

December 30, 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: 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 the car and that night driving home I heard a strange noise. To me it sounded like the bearings. I brought the car back the very next day.They had me bring it back the following week. They assured me it would still be viewed as my five day Grace period. The following week I brought the car back and let them knowi thought it was the bearings. They said they found nothing wrong. I don't believe they even drove it around. To me it was an obvious sound that was not right.As time went by the sound got worse. I called them but I wa informed that I should have pdai for extra warranty ( of course ) but financially I was not prepared to pay even more. ( I was already paying several thousands over blue book value ). They told me they could fix my car but it would cost me just for them to diagnose the problem. The problem existed the day I purchased the car. I couldn't afford to fix it. I took the car to a mechanic and he was able to tell me it was the bearings in 5mins. No cost. He told me the car couldn't be driving the way it was. So I borrowed money and had it fixed. I contacted Carmax several times and got the run around. Finally a service manager said he would try to help me. He wanted the receipt of the work done. I took it in personally and heard nothing for weeks. When I talked to Joe the service manager again he said he never got the paper work. So I brought them again and handed it to him in his hands. Now it's been four and a half weeks and no word from Carmax. I feel cheated.Location: research drive Irvine CaliforniaMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Pay for my expenses

Business

Response:

April 18, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. [redacted]

Complaint ID: [redacted]

2006 [redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated April 4, 2016 regarding

the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”)

on or about September 22, 2015.

In his complaint, Mr. [redacted] describes concerns regarding the

Vehicle’s wheel bearings and requests that CarMax reimburse him the expense for

those repairs.

CarMax’s records indicate that the service department connected

with Mr. [redacted] regarding obtaining his receipt on or about April 5, 2016.

Records state that processing of this refund was completed soon thereafter and reimbursement

check number [redacted] was sent to Mr. [redacted] on or about April 13, 2016.

Should Mr. [redacted] have any issues receiving that reimbursement,

he is encouraged to reconnect with the CarMax Irvine location by calling 949-341-0801.

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 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: 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: I purchased a [redacted] from Carmax 10-30-15 with ten thousand miles on it and two days later I returned it back (still within the five day return policy) because of clicking noises under the tire...The business office at Carmax advised me that the [redacted] was under factory warranty and to take it to the dealer for repairs....I took the [redacted] To Auto Nation north lake Columbus Ga (Certified Dodge Dealer), they inspected Dart and found that it needed a Racking Pinion ($2,700 job)....The car has been in the shop Four times fored that problem alone...I have spoken with Carmax Corporate office several times regarding this issued and that now the car scrubbing, shaking, rattling plus I heard parts falling from under the car...I placed the Dart in the repair shop again Auto Nation Dodge Dealer...They repaired the rattling noise and the shaking but not the vibrating and scrubbing noise but they gave it back and scheduled a return visit for more repairs...But the worse things is this Saturday 12-12-15 MY BRAKRS WENT OUT causing me to 've in a accident...I notified Carmax Cooperate office as well as the Dodge Dealer...I asked tdid the improper repair caused my brakes to malfunction and Mr Bill Service Manager advised me it wasn't....So I Google the [redacted] and found the Manufacture issued a recall because of the brake system malfunctioning two months before Carmax sold the car to me saying it didn't have any recalls...my daughter and I could have lost our lives in this car...I have askef them several times to place me in safe vehicle....Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I just want to be treated fairly...I took returned within my contract time, therefore I should have been put in a safe reliable car..

Business

Response:

January 7, 2015

Review: My wife and I purchased a [redacted] from your Laurel, Maryland store on February 28, 2015. Arriving late that night from a very distressing, high-pressure, multiple-salesperson experience at different dealership, we were relieved and pleased to find a noticeably more conducive environment.

After discussing our needs with the salesman, we quickly identified a few likely candidates, went out to view them, and made our selection. What we could not see when we inspected the HHR because of the darkness and water pellets from the recent snow, was a dime-size repair in the right lower windshield, and a considerable number of very small pings elsewhere on the windshield.

Having frequent ice and snow of the season, it took a while for us to realize that what we were seeing on the windshield was not water, but a flaw of some sort. I took the car in for service about this matter and was told the windshield had been repaired to industry standards in compliance with Maryland state law, and there was nothing further that could be done.

I expressed my frustration with the fact that a repair had been done which was not disclosed to us at the time of the purchase. I was told that sales persons do not have access to information about repairs completed in preparation for vehicle resale.

Months have passed and my wife and I still feel angry and resentful every time we get in the car – we cannot get over the sense of having been taken advantage of.[redacted]

[redacted]Desired Settlement: 1. Carmax should replace the windshield at no cost to us. Besides being an eyesore, it appears to be getting worse and creates an increased risk for us and any passengers in the event of an accident.

2. Carmax should change its business practice to inform buyers of vehicle's repair history prior to sale. Carmax should be compelled as a matter of ethics to disclose what has been done to the vehicles they sell. Buyers have a right to informed decision-making which is only possible when all the relevant facts are readily available.

Business

Response:

November 13, 2015

Review: I purchased a [redacted] on June 29, 2015, with a co-signer. I made my first car payment to CarMax finance which was due Aug 13, 2015. On Aug 25, 2015, I received a letter stating that CarMax was unable to provide financing due to insufficient credit and insufficient funds. I was directed to either bring in additional monies or return the vehicle. I elected to return the vehicle to the dealership as directed on Sep 9, 2015. I am now being contacted saying that I still owe for the next car note which was due on Sep 13. I fail to understand how I can own money on a vehicle which I no longer own, due to the fact the lender revoked the loan, and I returned the vehicle before the next payment was due. Also I am receiving harassing phone calls from the dealer stating that the car will now be sent to auction, and any losses incurred to CarMax will be my responsibility, and this will have a negative impact on not only my credit report, but also the credit report of my co-signor. It is hard enough to have to deal with the fact that your car loan has been revoked, the way I and my co-signor have been treated during this entire ordeal truly adds insult to injury to insult.[redacted]

[redacted]Desired Settlement: I would like CarMax to stop with their plan of putting negative information in my and my co-signors credit files. I complied with the terms of the loan at the time of the purchase of the vehicle. I paid my car note on time. Almost 2 months later, CarMax decided to cancel the loan. I returned the vehicle as directed. And now I am being further penalized for CarMax's failure to honor the terms of the loan which was mutually agreed upon when I took delivery of the vehicle. Further I am at a lost to understand why I or my co-signor, owe CarMax any additional money. I want to the account to reflect the account was closed in good standing, with no additional monies owed.

Business

Response:

November 10, 2015

Revdex.com

Serving Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer Complaint of [redacted]

Dear

Sir/Madam:

Thank you for sharing [redacted] complaint and affording us the opportunity to respond. Ms. [redacted] indicates in her complaint that we

informed her that the financing she obtained for the purchase of a [redacted] ([redacted]) was rescinded and as a result we demanded that she

returned the [redacted]. After review

of our records and speaking with Ms. [redacted], we determined that the subject complaint

resulted from Ms. [redacted] confusion related to a notice she received from us. We are, however, happy to inform you that the

matter has been resolved.

What follows are the relevant facts leading up

to Ms. [redacted] complaint:

Review: May 18, 2013 I purchased a used 2012 [redacted] from CarMax. I put $1,000 down. I returned it 2 days later, May 20th, under the 5 day return policy. The CarMax rep told me that a check would be mailed to my address in 14 days refunding the $1,000 because the paperwork had to be scanned and processed into there headquarters in Richmond, Va. I signed a piece of paper acknowledging the correct address the check would be mailed and was told I was good to go. I have yet to receive to check. It is now day 16. I am simply asking for CarMax to make good on their contract and word.Desired Settlement: I would like to be refunded the $1,000 as promised.

Business

Response:

Re: Mrs. [redacted]

Dear Mrs. [redacted]:

I am writing in response to your letter dated June 5, 2013, wherein you forwarded a complaint from Mrs. [redacted]. Mrs. [redacted] requested in her settlement CarMax process her reimbursement for the return of her vehicle.

Mrs. [redacted] purchased a 2012 [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in Columbus, Georgia (“CarMax”) on or about May 18, 2013. Mrs. [redacted] returned the vehicle for a full refund on May 20, 2013. According to CarMax’s records, check #[redacted], in the amount of $[redacted] was mailed out on June 11, 2013.

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

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

Sincerely,

Analyst, Executive Response Team

Review: I had ben looking for a car with my [redacted] appoved finance and had such bad luck. Every car lot I when to didn't want to work with them so they told me to call Car Max becaeuse they work with car max. I call an spoke to a young man name [redacted], I he ask me what did I want in a car what was I looking for. I gave him the year, the pice, etc... he pull up 3 cars online and ask me which did I like and I told him I like the [redacted] it had 56,000 mileage and the price was 9,980.00 he told me that he had to get that car send there from Houston, Texas and it will take a week to get it here so he told me that he will call me when the car get their.

[redacted] call back after a week and set an appointment to come see the car. December 7, 2013 met with him we about the payment and down paymen which was 0 down sign a few papers work with out me test driving the car. Really having see the car in person yet, I ask him before we sign any more paper work I need to see the car. So he when and got the car my friend I was lookingover the car [redacted] rush us telling me remember you got to go to the auto insurance before they close at 5:PM it was around 4:30 PM. So we when back inside to finish the paper work.

To make a long story short, three days later [redacted] call me and told me to bring the car back or bring 4,600 for the down payment and I told him the down payment is 0 down. I spoke to his manager his manager told me not to worry about bring the car back it a mix up.

I FOUND OUT THAT THE SALE MAN WROTE THE CAR OUT TO IN A BUYER ORDER. I didn't look at my paper work and when I did I had a buyer order and they wanted own up to theitr mistake. April 4, 2014 I when out to the car and it was gone I call the police and they said the car was repoessessed that the title is in [redacted] name that he got the car repoessessed in 2012 from [redacted]. My name is still register on the car. I need help thank you.Desired Settlement: I desired a refund for what they put me though legally repoessessing the car never telling me they made misake even when I tol them they put the blamed on me.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN [redacted] ( the “Vehicle”) that she purchased on or about

December 7, 2013 from the CarMax store located in San Antonio, TX (“CarMax”). In this complaint

[redacted] is requesting a refund.

As stated in her complaint, [redacted] purchased the Vehicle from the above mentioned CarMax.

[redacted] had a [redacted] which could be used to obtain financing. As part of the stipulations for financing approval, it was required that [redacted] provide a letter from her Trustee showing that her bankruptcy had been discharged and a down payment in the amount of $4500.00. CarMax failed to obtain a bankruptcy discharge letter and accepted an Order granting [redacted] motion to incur a new debt. CarMax also failed to collect the $4500.00 down payment that was required. This caused [redacted] financing with [redacted] to go unfunded.

Once CarMax realized what happened, CarMax partnered with CarMax Auto Finance to ask for assistance in financing [redacted] contract using the same terms as originally offered by

[redacted]. Two letters were sent to [redacted] inviting her to contact the store to sign new contracts with CarMax Auto Finance. CarMax did not receive a response from [redacted] and therefore the Vehicle was repossessed.

CarMax regrets the inconvenience that this may have caused [redacted]. 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 questions.

Sincerely,

Analyst, Executive Response Team

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 sending this letter on behalf of my rejection of the offer from CarMax. I spoke to someone over the phone at [redacted]. They told me that the last time they check my was November 15, 2013. And that it did have a discharge from my Bankruptcy that why I was approve with them. The approve amount was 13,109.00 and the down payment was 0.00 down. Approval ID NO:[redacted] and their phone number is [redacted]. I did not do any financing with CarMax. CarMax failed to say that they made a mistake. It I would have finance a car with [redacted] voucher then I would be finance with [redacted]. [redacted] would be the lien holder. Their saleman gave me a Buyer Order not a contract. Since April 4, 2014, CarMax inconvenience me my repossession the without a note saying they made a mistake it cause me 50.00 a day to get to work the bus doesn't come in the location that I live in the bus do not run their the nearest bus stop is 8 miles away. It have been over 80 days so far and I have spend over 4,300 paying for a ride to get back and force to work. I'm sending you 2 pages of my [redacted] paper of work of approval at that time.

Regards,

Review: Major Auto Fraud

I was lied to and deceived into buying a vehicle with two previous accidents for a much higher price.

Before signing the contract I asked Car Max if the car has had any accidents in the past that I needed to be aware of.

I was assured the sale of the car as NO accident vehicle.

Now, Car Max refuses to deal with it.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I expect to get good quality that is compliant with the amount of money I paid for it.

Business

Response:

August 13, 2015

Review: They sold me a faulty car with the premise that it was still under factory warranty. I specifacally asked both my sales representative and the finance manager to confirm the car was in fact under warranty. After 3 weeks with my car the service engine soon light, and well as, the Break light came on. That Sunday the service department was closed, so I took my car to a [redacted] dealer because I was initally told the car was under factory warranty. [redacted] examined my car and estimated a total of $2000 worth of repairs because, lo and behold, the car had been out of warranty for over 4 months. I then attempted to schedule an appointment with Carmax within the "30-day guarantee" and they weren't able to accommodate me. I sent 2 emails, and called multiple times speaking to several "Managers" who would not assist in getting me an appointment or recognizing the lie that my salesman [redacted] told me. Brake light, service engine soon light, transmission issues, you name it my car has it! NOT A SINGLE PERSON has been able to return my calls. I have spoken to various "Managers" with the promise of a call back and NOONE has done so. I contacted Carmax on December 21st, 4 days before my 30-days was up (thats when my car began showing signs of damage). Today is now January 19th, and yet no one is able to assist me. I have visited the store twice and both times the front desk has assured me that the manager would contact me, again, a lie.Desired Settlement: I want Carmax to take responsibility for this faulty car and buyback the vehicle, as well as, provide me with a full refund for the vehicle I traded in.

Business

Response:

January 30, 2015

Review: On September 3rd I arrived to Carmax to purchase my new car. While test driving my car with [redacted] I asked her if it was okay for me to leave my current car and I would be back to pick it up later that day, she responded and told me it was cool and people leave their cars there for 3 and 4 months at a time. While finalizing my paperwork another lady told me the same thing. She said she would give me a pass, but if it wasn't moved in that time frame it would be fine because others leave their cars there for months at a time. So by now I'm thinking when I get time from my busy schedule I can have a friend drive me down to pick my car up. After the sale I took some personal stuff from my old car and left the property. When I returned to Carmax on 10/30/13 for vehicle repairs my car was no longer there. After calling and inquiring about my cars whereabouts I was told it was towed on 9/30/13. They advised me they made 1 phone call on 9/9/13, but no voice mail was left, and they advised me a certified letter was sent out about this that required my signature, but it never came. So imagine my surprise about all of this. They pretty much stalked me to buy a car from them, multiple phone calls with voice mails and emails all the time, but you make 1 attempt to advise me my car will be towed and fail to leave a voice mail? They didn't even make a second phone call, but a [redacted] assured me they did all they could to contact me. I called the towing company and as of 11/6/13 the outstanding bill is $680.00 with a $125 per day charge. I asked if they would pay the bill so I can retrieve my property and they told me no. I assured them I was verbally told the same thing from two different people assuring me my car could sit for "3 to 4 months". As representatives of Carmax I believed them when they told me this and now they've broken a verbal agreement that was told to me.Desired Settlement: I'm requesting Carmax contact [redacted] in [redacted] and work something out so I can go and pick my car up. I don't care what they do or workout I just need my car and without a charge.

Business

Response:

Review: On June 12th, 2014 I left work early to go to the [redacted] to register a vehicle that I had purchased from a private seller. After waiting an hour, I am told by the [redacted] that they cannot register this vehicle because I have a lien on my record from February 2014. They printed out a form that showed I owed $305.00 to a [redacted] located in Tampa, Florida. The problem with this lien is that it was for a [redacted] that I sold to CarMax back in December of 2012. When I tried to show my Bill of Sale to the [redacted], they said they need to either have a receipt of the payment made or I will have to get into contact with CarMax in order to have this settled. I left and immediately called CarMax Customer Relations (located in Virginia). I spoke with a [redacted] who said she would research the issue for me and call me back. I then called the towing company and spoke with a woman named [redacted]. I explained to her the situation and that the car was not in my possession at the time of the incident because I had sold the vehicle to CarMax (Orlando, FL location) nearly a year and a half prior. She told me to fax over the Bill of Sale and she would see what she could do. I sent it to her and called her back and she then informed me that even though I sold it CarMax, it was never taken out of my name. And because [redacted] is now at a loss, they cannot do anything about it. She said CarMax would have to pay the lien in order for this to be removed. I then called Customer Relations again because I had not heard back from [redacted]. I spoke with [redacted] who said that she would further investigate as well. She also told me that she would contact the dealership that I sold the car to because it was their responsibility. Then she proceeded to tell me how it is not their fault and that it was who ever they auctioned to car off to fault. (this became the blame game). She said that someone from the Business Offices of the dealership would get into contact with me. The next day I had not heard anything, so I called Customer Relations again and spoke with [redacted]. [redacted] then got into contact with Business Offices at the Orlando dealership and had [redacted] call me. She said that she was going to investigate what happened and get back in touch with me but if I could bring in the paperwork that the [redacted] printed out for me with the lien information. I told her I would be in shortly. About 30 minutes later I came in and she was on break conveniently. So one of the staff members made a copy and took down my information, but not before he whispered to three of the employees working in the office making me feel like I was being discussed since they all started staring and talking to one another. I wrote a note asking for [redacted] to call me back when she gets back from break to confirm she received my paperwork. I never got a call on Friday. I did not hear back on Monday, so I called. I got the run around again on the phone about someone will get back in touch with me. [redacted] told me her manager [redacted] would get in touch with me. Tuesday I had not heard back and I started to get upset. I tried calling to speak with [redacted] or [redacted] but the employees of the business offices hung up on me. So I called back and then they kept me on hold. I started to get very upset now so I stopped in the location where I sold my vehicle. I was still on hold as I walked into the Business Offices. Of course, again, [redacted] and [redacted] were on break. The whispers and staring continued amongst the very young staff of the Business Offices. Finally [redacted] , the Assistant Business Office Manager came to talk to me. She said that they sent over all the paperwork to Corporate to have this taken care of. I expressed my concern as when I spoke with [redacted] from Corporate, she informed me that the Branch had to handle it. [redacted] said that they gathered the paperwork and have to send it Corporate for them to continue handling. She informed me that she would be off the next two days but would contact me on Thursday to let me know that hopefully the lien was off my record. The next day, I decided to call Corporate myself to get some more answers or to see where I was in this horrible process. I asked for [redacted], but of course got his voicemail now. Then I started to get really upset. I felt like I was getting the run around on this situation. A situation I should not be in because it was an error on CarMax. [redacted] calls back leaving me a message about how he is working with Accounting department to get a hold of [redacted]. He told me he would call me first thing on Thursday morning. Thursday morning comes and goes so I called him around noon. Again, I get sent to voicemail. Finally, he calls me back to let me know they have reached out to [redacted] but no one has responded so we would have to go through a lengthy process with [redacted] which could take 7-10 additional business days. This was unacceptable to me, so I called [redacted] directly. [redacted] put me in touch with her Manager, [redacted]. He said whenever he talks to CarMax, they give him the run around, but would be willing to help me. He gave me his cell phone number and told me to give it to who ever I was dealing with at CarMax and have them call him directly. I called [redacted] back and he said he would have Accounting call [redacted] first thing in the morning. Friday, I hear nothing. Monday, all day I hear nothing so I call back that evening. [redacted] tells me that [redacted] from [redacted] flat out said he would go after whoever name the vehicle was in. So [redacted] let me know that he started the process to get this resolved through [redacted]. [redacted] then called me on Tuesday and said the same information that [redacted] told me on Monday. She said that hopefully by Wednesday the lien would be off. Wednesday I finally got the call from both [redacted] and [redacted] that the lien was off. [redacted] wanted me to come into the branch and pick up the paperwork that showed I no longer had the lien. When I went in and said who I was, again the staff stared and whispered. It was very uncomfortable and embarrassing for me. This was such a horrific experience for me. The pure lack of urgency, unprofessionalism, and lack of sympathy was disgusting. The length of time it took to get this resolved was appalling (almost 2 weeks). The run around on the phone and the not calling me back when they said they would was infuriating. I cannot believe that I sold a car to CarMax in 2012 and they never took it out of my name and in 2014 I have to deal with a lien on my name.Desired Settlement: I would like a sincere apology. I would also like some sort of repayment for the time lost at work, for the mileage to have to drive back and forth to the dealership, and for the aggravation with the many phone calls and embarrassment by the staff staring and whispering about me.

Business

Response:

Review: Hello,

I am writing today to express great frustration with CarMax and to request your company issue the return of my funds. On February 16, 2015 I completed an online transaction through [redacted] (details to follow below). You may reference accounting sequence number [redacted].

Unfortunately I erroneously identified CarMax as the ‘Receiver’ of the on-line funds. For this reason, I Immediately started working to obtain my funds back from CarMax on February 16th . I do not have an account with CarMax.

For the past two weeks I have worked tirelessly calling to CarMax every day to get some help. [redacted] has also worked tirelessly on my behalf—placing me on hold and directly sending urgent e-mails to CarMax asking for the money to be returned to [redacted]. ALL of the CarMax Customer Analysts that I’ve spoken with over the past two weeks have been non-responsive, uneducated, unconcerned and lacked a sense of urgency about this dire situation.

I faxed correspondence to [redacted] to the attention of an individual in the company named [redacted]. On yesterday, March 2nd , I was advised no one by that name works for CarMax. I’ve been bounced from corporate departments to local departments from Norcross, Georgia all the way to Richmond, Virginia; I’ve been hung up on; I’ve been told the Customer Analyst will research and call me back, yet the analyst does not follow-through and call me back; I’ve been told that it may take ‘a while’ to obtain a refund; I’ve been told I should not have made the error. All of these are repulsive negative experiences that no one should endure.

At this current time, I am in jeopardy of losing my vehicle. The company I owe has already been imposed late fees and I received a negative blemish on my account—all because CarMax is holding my money hostage. In addition to this letter, I have written to the Revdex.com. I would greatly appreciate RESOLUTION in this matter. I may be reached at [redacted] or via e-mail at [redacted] QUICK COLLECT TRANSACTION DETAILS:

________________________________________

Your Money Transfer Control Number [MTCN] is : [redacted] Date of Order: 02/16/2015

Time of Order: 3:57 p.m. ET

Amount Sent: $447.01

Quick Collect Fee : $25.00

Total Amount: $472.01

Transaction Type: credit

AUTH CODE: [redacted] The total charges will appear on your credit or debit card statement.

Receiver Information

Biller or Facility Name: CARMAX AUTO FINANCE

Code City/State: CARMAX GA,Location: Richmond, VAMake: N/AModel: N/AOwner/Co-Ownder? N/ADesired Settlement: Issue the return of funds--immediately through a ACH transaction

Business

Response:

March 20,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

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

respond. First and foremost, I am happy to inform you that a refund check in the amount

of $447.01 was sent to Ms. [redacted] via overnight mail on March 12, 2015 and we

have confirmation that the check was received.

Ms.

[redacted]’ complaint resulted from the fact that a payment she made through Western

Union on February 16, 2015 was accidentally sent to us. Because this is such an unusual situation it

took us time to track the payment and then issue a refund. We apologize for the poor customer service

Ms. [redacted] experienced.

Thank you for bringing this matter to our

attention and affording us the opportunity to provide this explanation. If you have any further questions or

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

Sincerely,

Legal Assistant

CarMax Auto Finance

CC: [redacted]

Consumer

Response:

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

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

Regards,

Review: The advertising on their website had the car listed as a [redacted] and the pictures were taken so that the letters were not clearly visible. When we went into the dealership to proceed with signing the papers, we asked about the letter not being on the back of the car, and the sales rep let us know that the letter could've fallen off, but that this car was the [redacted]. Had I known that the car wasn't an LTZ, I would have just searched for another car on the lot instead of purchasing this car. The Sticker Price also shows that the car was labeled as an LTZ and had the correct VIN number.

Three months into having the car, I payed a little under a thousand dollars to get my brakes and rotors replaced, after never being told that I may need to do maintenance on the vehicle. There was also a coolant leak in the car, and the remote starting system also stopped working for me on this car. After that happening, it made me do more research on my vehicle, and I noticed something. When I type in my VIN number, the car comes up as a different trim. Instead of an LTZ, I really bought an LT that I was not aware of when purchasing the vehicle.

I never recieved any information on my car, as far as Carfax, because Carmax told me that they use a different company, Other than Carfax. I am very horrified to run into a situation like this again, because I am a young man who got tricked into an expensive purchase that wasn't what I was asking for.[redacted]

[redacted]Desired Settlement: Because this is not the car I intended on purchasing, as well as repairing the car to standards that the car should have been at before purchasing, I wanted a refund, or to have the loan voided (payed off) as well as everything that I put into the car, being the down payment I made, as well as maintenance fees that I payed for, and monthly payments, if possible. Had I known that I was not purchasing the car that I intended on having, I would have never purchased this vehicle

Business

Response:

July 27, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Thank

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

his purchase of the Vehicle from CarMax of Newark, DE (“CarMax”) on June 28th,

2014.

In his complaint, Mr. [redacted] referenced concerns with options listed on the Vehicle at the time of purchase.

Mr. [redacted] requested a full refund of expenses since his purchase.

CarMax extended an offer

to Mr. [redacted] related to his requested settlement prior to this complaint being

filed. Mr. [redacted] accepted this offer on approximately July 17th,

2015. CarMax will not be extending any further offer or settlement at this

time.

Thank you for providing

CarMax the opportunity to respond to this matter. If Mr. [redacted] has any further

questions he may contact me directly at [redacted]

Sincerely,

Analyst, CarMax Customer Relations

Review: When shopping at Car Max for a vehicle my boyfriend's [redacted] Generator was stolen out of the bed of his truck. We ran back into the building and asked if anyone saw it or if we could watch the video recordings. The manager at the time, her name is [redacted], said she did not know how to work the cameras and she would be in touch with us the following day. We left that night very upset and we would start over in the morning. The following day my boyfriend made a police report with [redacted] Police and I called Car Max corporate to speak to someone in regards to the cameras. I was told by the representative that he would contact the store and call me back the following day to review the tapes. He also gave me the store managers name [redacted]. Sadly no one from Car Max ever followed up with us. After making multiple calls to Car Max ([redacted] store) no manager would speak to us. With police report and information on the generator in hand we went back to Car Max for answers. We walked in and asked to speak with Mr. [redacted] and found out that he no longer was at that location, so we proceeded to ask for the new manager or someone that was in charge of that location. I requested that we could speak to the new manager [redacted] in a private room. When he finally came into the room he said that he reviewed the tapes and that you were not able to see anything because the camera was inside the car doc and the lights were too bright to see anything out in the parking lot. Then we asked him to check the cameras that were at the entrance, to possibly see the generator in the bed of someone else truck. He finally came back and had no better answers for us. At that time my boyfriend asked why no one would contact us, and that we had to physically come into the store for answers. Again, no answer. I explained to them that this was a $900.00 generator and we would not take this situation lightly. This did not seem to bother them at all. All awhile I was trying to give them my business and purchase a vehicle from them. I offered them to take the $900.00 off the price of the car and I would give them a $400.00 down payment. The manager said they did not haggle with offers but he would see what my options were. He came back minutes later and told me that the price of the vehicle was a national average and he would not be able to lower the price. We left Car Max with no answers or resolutions. At this time [redacted] Police has contacted my boyfriend ([redacted]) and told him they were going to Car Max to view the security cameras. At this time we have no further information.Desired Settlement: Mainly an apology and to have more interest in who stole the generator. At this point we feel as if an employee stole the generator since we were the only customers in Car Max that night and we stayed till close.

Business

Response:

January 28, 2015

Review: Company sold vehicle with a package of leather for an additional $1599. Company screwed up and ordered the wrong color and could not get in for scheduled install after customer had to book a hotel for 2 evenings due to the 2.5 hour drive each way and 48-72 hour window for install. Customer confirmed install before booking hotel and the evening before was contacted that it was not handled correctly and install could not be completed because it would need 7 more days to get correct color, etc. [redacted], the store manager offered to pay for hotel. I had the hotel originally for 2 nights but was able to only pay for 1 night due to less than 24 hour cancellation notice. Sent him the receipt and he said he would refund us. 3 weeks go by and my wife contacts him to follow up and he forwards her email to [redacted] to follow up. Another 10 days go by and she sends another email, which went unanswered.Desired Settlement: This has been a terrible deal from the beginning with CarMax making excuses. If the leather could not have been done per contract, the vehicle would not have been purchased. Tried to work with them to no avail. They violated the contract and then made promises and did not follow through. Want to return vehicle and be done with them. [redacted] has not done his duties making sure customer was satisfied and blatantly lied about refund and then ignores messages.

Business

Response:

June 18, 2014