CarMax , Inc.

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: 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: 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: 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: 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 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: 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: 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 purchased a [redacted] 3 years ago. I also purchased an extended warranty that expires on 6/2017 or 150,000. around may of 2014 , ithe car started experiencing problems. the car would shut off completely on the street and freeway. I used the warranty to take it to [redacted] and they diagnosed the problem as being a part that is no longer available thru ford. so I called carmax of riverside and told them that I needed them to take over the problem. around july 2nd or 3rd , I had the car towed to carmax of riverside where I bought the car originally. today is agust 12, 2014, and from what I know, the car is at another ford dealership beign dianosed and waiting on another part . I have to say that carmax has been very nice since they took over the car. I get a call every day from them just to keep me updated on the car. but, I believe is been too long already and it has been an inconvenience not having my car. im very skeptical that they will ever fix my car and I will be going on my second payment that I make while the car is still in the shop.Desired Settlement: its obvious that carmax cant find the solution to the problem wether because the part is no longer available or because they dont know what the real issue with car is. to have a 3rd opinion and no results yet, I dont feel confident getting a reliable car back, specially when my wife with kids ride the car on a every day basis. my only desired outcome would be to get a full refund- cash of every payment I have given from day one.

Business

Response:

August 28th, 2014

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: 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 need to select more than one issue. Repair issue, product issue, sales issue. I purchase a vehicle from them that had been wrecked that the didnt disclose they said the didnt know but there was still primer on grill and gealight. So I returned it nonproblem there got another dodge journey that the check engine light xame o before I left there parking lot. They cleared code said it was nothing sent me on the light comes back on that night there closed until Monday I take it into service at south store carmax they sent off to dodge come find out cam shafts were out which shouldnt be with that many miles on out. Vehicle shouldnt been drivin, sales guy darrell hasnt answer my text or calls sinse I left there. I spoke to [redacted]and for quailty assurance call was recorded he stated he was there u til 5 today june 19, to let them know if was gonna keep it at no point did he ever say I can return it but not get another vehicle thru them. They offer a 5 day return or exchange policy. When I called them today I was told could return couldnt get another one they were having problems with the bank. Thats a lie and if that were the case they would of already called us about that. Its not my fault that there people that does check on vehicle over looked the primer on first one and second one they said got sent dodge for inspection before the sold it funny how south pulled records that one hadnot been to dodge for thatLast time was at dodge was may for check engine light.Desired Settlement: Replacement for same dodge journey crew AWD for same price. Or extended warrenty for free with 0 deductable because this vehicle is gonna have on going issues be cause it has had problems same problems in past.

Business

Response:

3 July 2013

Review: We visit Car Max on July 1, 2013 to purchase a vehicle. Car Max ran a credit check on myself and my husband [redacted] and found that we were approved through [redacted] Auto for $21,999.00. We submitted all the information ask of us to include drivers liscenses, social security cards, proof of residency, proof of income, and proof of insurance; which we had everything at the time of purchase. [redacted] and myself signed all the paperwork for the 2008 [redacted] We drove off the lot thinking this car was ours to make payments on so we did alot of upgrades to the car (window tint, exhaust, orginal floor mats, oil change, cold air intake). We reiceved a phone call from Car Max on July 19,2013 asking us to return the car that the car was not paid for. We had put $1000 dollars down on this car and also a trade in. The trade in was a 2002 [redacted] that we owed $5,100.00 on. Car Max agreed to give us $2000 for and to finance the remaining balance towards the [redacted]. We returned the [redacted] to them on July 20,2013 with no damage what so ever to the vehicle to then find out we cannot get our down payment back nor could we get the vehicle that we traded in back because they had sold the trade in before the car deal was finalized. We lost all our money in upgrades, our $1000 dollar down payment, and our trade in. We lost hours lost wages due to there mistakes. We were out of a vehicle therefore we had to purchase another vehicle the same day with a downpayment of 520.00 dollars which I feel they should have to pay for their mistakes! Horrible business, Rude staff!Desired Settlement: Our down payment of $1000 dollars back; our money back for the upgrades that we are out of, missed hours of work for their mistakes, $520.00 for the down payment of the car we had to get for there mistake.

Business

Response:

29 July 2013

Review: On January 7th, 2013, I purchased a [redacted] from CarMax located at [redacted].Approximately two weeks later, I noticed the front Right fog light was loose. I went to CarMax and an appointment was made for 1/31/2013 to place the fog light.On 1/28/2013, I took my vehicle to [redacted] located at [redacted], to have my mechanic inspect it. Per CarMax policy, I had 30 days before my warranty was to expire. Of note, my vehicle was still covered under the manufacture's warranty at the time I purchased the vehicle. The mileage was [redacted] at time of purchase. My vehicle was inspected by my mechanic and a list of problems was provided to me to include: "p/s (power steering)noisy, power steering leaking some fluid under brake buster, minor fluid seepage at power steering rack, right headlight water compensation, and contaminated air filter. After completion of the inspection, I went to CarMax and provided documentation of the problems noted by my mechanic. All of the above was added to the work order for the appointment on 1/31/2013. On that date I took my vehicle to CarMax for the scheduled appointment. My vehicle was kept overnight and I was provided a loaner vehicle.On 2/1/2013, I picked up my vehicle . At that time, I was told the fog light and headlight had been replaced and the list of problems documented by my mechanic were not in need of repair. As I continued driving my vehicle, I noticed the same problems and more. I wasn't satisfied with what CarMax had not fixed and their warranty had expired. Therefore, I went to [redacted] located at [redacted]. Since 3/2013 [redacted] has replaced the following under the manufacturer's warranty: "left front hub/bearing, air conditioning control head, brake vacuum booster, master cylinder, hydraulic power steering rack, power steering pump, right lug stud and nut, driver's seat leather, cushion, and back of seat.Desired Settlement: I have been very inconvenienced by this matter. CarMax certifies that their vehicles have passed "the rigorous CarMax Certified Quality Inspection". This was not true in my case. I would like CarMax to thoroughly inspect my vehicle and correct and everything that is wrong at their expense. I feel my vehicle does not run as smoothly as it should considering the year and low mileage of the vehicle.

Business

Response:

August 19, 2013

Review: I took my vehicle into Carmax service department for repairs in early July. The check engine light was on and I wanted the vehicle repaired. I was told that the issue was an emission vacuum pump and it was replaced. About two weeks later the check engine light came back on and again I took the vehicle in for repairs to the same location. This time I was told it was the fuel cap it was replaced for free because there is a 6 month warranty when repairs are done. Less than a week later the check engine light came back on yet again. Again I took the vehicle in for repairs. I dropped it off on Tuesday August 6th @ 7:30 a.m. I received a call from [redacted] the Service Advisor at 10:15 a.m. asking if it was alright to take the vehicle to the [redacted] dealership, because their smoke machine was down at Carmax and they needed to use this machine to diagnose what was wrong with the vehicle. On Wednesday August 7th I called Carmax @ 12:53 p.m. to find out what was going on with the vehicle. I did not receive a call back until 2:27 p.m. and a message was left stating that they had not heard back from the dealership regarding what was wrong with the vehicle. On August 8th I again called them to find out what was going on with the vehicle. I received a call back stating they were still awaiting word from the dealership. At 5pm I received a call back. I was told the vehicle might have a small puncture in the fuel tank and this would cost $1700 to repair but until that was fixed they would not know if that was truly where the leak was coming from or if there would need to be further repairs.Desired Settlement: I would like the car to be fixed and properly diagnosed as to why the check engine light is consistently coming back on. I took the vehicle in to Carmax because I trusted their service and believed they would properly diagnose the issue and fix it the first time. I have had no vehicle for 3 days now this week, and several other days over the course of trying to get the vehicle repaired. I want the car properly diagnosed and fixed at no cost to me because it has not been properly repaired.

Business

Response:

10 September 2013

[redacted], Operations Supervisor

Re: [redacted], Complaint #[redacted]

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

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted], on 4 March 2008. In her complaint, [redacted] cites several repair attempts and requests that additional repairs be made at no cost to her to resolve an ongoing check engine light concern with the Vehicle.

According to a review of CarMax’s records, [redacted] first brought the Vehicle in for service for a check engine light on 9 July, 2013. The Vehicle was diagnosed as needing a vacuum leak detection pump. The part was ordered and installed on 15 July, 2013. [redacted] paid for this repair.

On 29 July, 2013, [redacted] returned to CarMax with the complaint of a check engine light. It was determined that the fuel cap was faulty. As a gesture of good will, CarMax diagnosed and repaired the vehicle at no cost to [redacted].

On 6 August, 2013, [redacted] returned again to CarMax with the complaint of a check engine light. The Vehicle was sent to a nearby dealer for further inspection and diagnosis. It was determined that the fuel tank was faulty and needed replacement. CarMax covered the cost of the diagnosis and testing at the dealership as a gesture of good will. [redacted] declined the repair and elected to take possession of the Vehicle.

CarMax is happy to facilitate a repair of the Vehicle at the dealership. However, as the current repair need is not the same as the previous repairs and is not under any warranty by CarMax, CarMax declines to complete the repair at no cost to [redacted].

Thank you for the opportunity to respond. If you have any questions, please contact me directly at [redacted] extension [redacted].

Sincerely,

Senior Analyst

CarMax Customer Relations

cc: [redacted], Satellite Service Manager, CarMax of [redacted]

Review: I purchased a [redacted] from CarMax and had a few problems and they did some necessary adjustments. I continued to have front end problems and they could not be corrected even when I took it to other places for repair. I got to a time when I need to get another car and I went to another dealer to trade in the [redacted] and they indicated that the [redacted] had been in a quite serious accident and it had not been reported. I traded it in for a [redacted] and lost nearly $[redacted] in the process. There was no record of the accident provided to me at time of purchase. I contacted CarMax and their response was that it is always not reported when a vechicle has been damaged especially is it had been a rental car. No help or correction from CarMax. I am not happy with their response.

Business

Response:

September 19, 2012

Review: On 03/29/2013 at CAR MAX in costa mesa c.a I bought a [redacted] and on 08/28/2013 while driving on the freeway I noticed the cars temp rising, so I immediately pulled to the side of freeway as soon as it was safe I proceeded to call [redacted] to tow my vehicle to car-max to see why out of now where did my car just get hot and shut down. in contacting car max and giving them my info the service department was very quick to say oh your not covered, so this will all be your respectability, So calling me back 4 hours later, to tell me I was in need for a replacement engine. I could not be leave it. so [redacted] says well the only thing he can do for me is sale me the parts at at his cost price, I am outraged due to the fact that I was lied to about the coverage at purchase of vehicle and not to mention I just bought this car not even six months ago from car max and they did nothing not even offer a rental or anything so with the huge discount the total would be 5,344.00 oh and he said he would do a oil change for free are you kidding me this is a bunch of liars working at this place that care about one thing and let me tell you its not the customer , please help what do I do I love my car and only want what I deserve I DON'T THINK WHEN YOU BUY A CAR THE MOTOR SHOULD GO OUT IN 6THS WITH NOTHING YOU DID WRONG. ALL OIL CHANGES AND FLUIDS CHECKED AND CHANGED ON TIME, please help.Desired Settlement: problem to be addressed and repaired with mopar parts and my vechile back in running in perfect condition

Business

Response:

Via Electronic Mail

Revdex.com

<st1:Street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive, Suite 300

<st1:place w:st="on"><st1:City w:st="on">Richmond, <st1:State w:st="on">Virginia <st1:PostalCode w:st="on">23236

Re: [redacted] Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of Ms. [redacted].

On March 30, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”) from CarMax in <st1:place w:st="on"><st1:City w:st="on">Costa Mesa, <st1:State w:st="on">California. [redacted] stated in her desired settlement that she would like her engine problems to be addressed and repaired with mopar parts and the vehicle put back in perfect condition.

The vehicle was diagnosed as needing an engine replacement. The vehicle had been driven approximately 8,000 miles in 6 months and no MaxCare extended service policy was purchased. CarMax did offer the engine at cost, saving $[redacted]. [redacted] declined the offer. She felt labor and engine should be paid for by CarMax. CarMax does decline this request.

Should you have any additional questions regarding this matter, please contact me directly at[redacted]. Thank you for providing CarMax with an opportunity to respond.

Sincerely,

Review: I purchased a [redacted] in nov.2011.I purchased a [redacted] service plan that sales person advised me me that if was for 75,000 miles and 72 months.The water pump went out on the car on june 16th 2013 and damaged the engine.I contacted the [redacted] contract admin. They informed me that I was covered under the warranty and to have the car towed to [redacted].Carmax refused to see the car because they said if would be about 3 weeks before they could look at the car.Once the car was at [redacted] dealership.They said the car was not under warranty and it would cost me 5,000.00-7,000.00 dollars.I have spoken with [redacted],carmax and [redacted] company and the [redacted] contact. They are stating that warranty has expired.the warranty was explained to me upon purchase as if I had 75,000 miles of coverage.Desired Settlement: to have the engine replaced with a new engine and and any other repairs and the finance company to deferr and payments until repairs are completed.

Business

Response:

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: I purchased a [redacted] from Carmax in Merrillville Indiana recently. The vehicle was still covered under the [redacted] factory warranty. I took the vehicle in to [redacted] in South Bend Indiana for warranty work. When [redacted] ran the VIN# on the vehicle they noticed that there was a mileage discrepancy. The vehicle was reported a few months back getting serviced at a [redacted] dealership with 92 more miles on it then it had on it when I purchased it. This whole process took approximately a week and half to get resolved. Carmax did provide me with a rental car after we had to argue about it. [redacted] ended up voiding the warranty on the vehicle. I contacted Carmax and they gave me a breakdown of $46,153.72 that would be reimbursed back to my credit union ([redacted]), I agreed. when I went to return the vehicle nobody had a clue what was going on, the total amount then changed to $37,576.86 while I was there attempting to return it. I ended up bringing the vehicle back home and contacting the General Manager, [redacted] the following Monday. he stated to me that the original figure was wrong for the amount of $46,153.72 and that the amount owed to my credit union was indeed $37,576.86. They are not willing to compensate me for my troubles and the inconvenience of this whole situation. There suggestion was to pick out another vehicle from there dealership. The only thing that they want to compensate me for is my $95.00 loan fee and $37,576.86. We did roll over negative equity onto the [redacted] from our previous vehicles but the $37,576.16 doesn't even pay off the loan. The pay-off as of today is nearly $42,000. The vehicle purchase price was $36,998, I put $2,000 down and rolled over $6,576.86 and $578.86 for taxes and title fees totaling $46,253.72. I feel that after everything that they put us through with this vehicle they should at least pay off the loan. I had a phone conversation with the dealerships customer relations department and they do not want to even pay the interest that I have accrued totaling $81.50 during this process. They are saying I could of returned the vehicle sooner. I couldn't return it sooner because they were not clear on the amount coming back to my credit union. I had no leverage if I took the vehicle back and then tried to fight to get my money back. I did attempt to return the vehicle once, the next day after I found out that [redacted] was voiding the warranty. I trusted that I was buying a quality vehicle from them, this fraud, whether it was there fault or the auction house that they purchased the vehicle from. This is not my problem!Desired Settlement: I would like to receive the pay off on the vehicle and wash my hands of this whole situation and never purchase a vehicle from them ever again.

Business

Response:

June 4May 28, 2014