CarMax , Inc.

August 22,
0in -27pt 0pt 0in;" class="MsoNormal">
Revdex.com Serving Central Virginia
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer Complaint of *** ***
Retail Installment Contract Dated 07/19/
*** *** *** *** ***
Account No***
Dear Sir/Madam:
This will confirm receipt and review of a complaint that was submitted to your office by *** ***. We are happy to inform you that *** *** concern has been addressed. The facts leading to *** *** complaint are as follows
On June 26, *** *** called us to discuss her account balance and to inquire about her personal properties. We had recently repossessed *** *** vehicle due to a default under the contract. We advised *** *** that the personal properties could be retrieved from our repossession service provider and we provided her with their contact information.
On July 22, 2014, *** *** called to inform us that when she went to retrieve her personal properties she was informed that the items had been thrown away. What was not apparent to us at the time of this conversation was that *** *** did not contact our repossession service provider as instructed. Rather, she visited the vehicle auction location where she was informed that there were no personal properties in the vehicle. Please know that our repossession service providers are required to remove and store all personal properties found in a vehicle before the vehicle was transported to an auction location. Under the misimpression that *** *** personal properties had been thrown away, we informed *** *** to submit a missing personal property claim to us to investigate. Accordingly, we contacted our service provider to inquire about the personal properties and we were happy to learn that they still had possession of the items. We notified *** *** of our findings and she retrieved all her personal properties on August 15,
Thank you for bringing this complaint to our attention and for the opportunity to respond. If you have any questions or concerns, please contact me at ***, extension***
Sincerely,
*** ***
*** ***
CarMax Auto Finance
CC: *** ***

January 5,
*** *** ***
***
Moorefield Park Drive, Suite Richmond, Virginia
Re: C*** ***
Complaint ID: ***
*** *** *** (the “Vehicle”), VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated December 21, regarding the Vehicle purchased from the CarMax store located in *** *** *** (“CarMax”) on or about December 7, In the complaint, Mrs*** expresses concern with the condition of the Vehicle’s right front tire and requests that CarMax replace it at no cost to her
Mrand Mrs*** contacted CarMax on or about December 7, regarding concerns with the Vehicle’s driver side window, the anti-lock braking system (ABS) indicator light, and forward collision warning indicator lightCarMax assisted by scheduling a service appointment for December 21, Before the appointment, Mrand Mrs*** contacted CarMax regarding a concern with the right front tireDuring the scheduled appointment, the Service Manager and members of the service team also inspected the right front tire of the Vehicle with Mr***Notes from this appointment state that the right front tire had lots of dirt on it, with the exception of the damaged sidewall area, the valve, and the wheelThis damage appeared to be consistent with an impactThe other three tires were noted as being in very good condition
CarMax’s records indicate that the Vehicle went through the initial reconditioning process on or about September 13, 2016, before being available for saleDuring this time, it was confirmed that the Vehicle’s tires were at or above discard specificationsAs CarMax’s records do not indicate any issues with the tires prior to the time of sale, CarMax priced the necessary parts at cost for Mr***, quoted at $CarMax then offered to split the cost of the repairs as a gesture of goodwill for Mrand Mrs***, which they declinedCarMax’s Service Manger called Mrs*** on or about December 29, to offer replacement of the tire at no cost, again as a gesture of goodwillDuring this call, the choice to have the cosmetic concern with the wheel addressed at a price of $was also offered, which Mrs*** stated she would consider
CarMax assisted by replacing the Vehicle’s right front tire on or about January 3, at no cost to Mrand Mrs***The offer to complete repairs on the wheel at the previously stated amount was again shared with Mrs*** during the appointmentMrs*** is encouraged to contact the service department at ***, extension *, should she wish to accept this offer and discuss next steps in more detail
CarMax appreciates the opportunity to respond to this complaintPlease contact me at ***, extension ***, with any questions you may haveSincerely,
Kristina S***
Analyst, Executive Response Team

I was swindled into accepting the terms carmax offered thinking I could refinance with my credit unionThe loan is higher then the truck is worthThey have the most ridiculous policy of allowing the buyer to return the truck for any reason under five days, but can not get the buyers trade in vehicle backI have a *** credit score and got a interest rate What a rip offI learned my lessonStay away from carmax and go to a real dealer!!!

May 20,
class="MsoNormal" "margin-bottom: 0.0001pt;">*** ***,
Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Ms*** ***
Complaint ID: ***
*** *** (the “Vehicle”),
VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated May 14, regarding
the Vehicle purchased from the CarMax store located in Cincinnati, Ohio (“CarMax”)
on or about September 16,
In her complaint, Ms*** describes concerns with the Vehicle’s
front windshield leaking water and requests that CarMax assist with the
windshield repair
A review of CarMax’s records does not indicate any previous
concerns related to the Vehicle’s windshield prior to May 13, 2016, when Ms
*** contacted a member of CarMax’s Customer Relations DepartmentAdditionally,
CarMax does not guarantee that every component on used vehicles available for
sale is original equipmentCarMax stands behind every vehicle sold with the 125+
point Certified Quality Inspection, 5-Day Money-Back Guarantee, and
30-Day Limited Warranty for customers
While the Vehicle’s windshield is not currently covered by a
warranty, CarMax is willing to reseal the windshield at a discounted rate
Should Ms*** wish to accept this offer of assistance, she is encouraged to
connect with the Cincinnati service department by calling 513-830-8426, option
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800)519-1511, extension ***,
with any questions you may have
Sincerely,
Kristina S***
Analyst, Executive Response Team

Roman';"> May 5,
Via Electronic Mail
*** ***, Operations Team Leader
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
Re: *** ***
Dear *** ***:
I am writing in response to your letter which forwarded the complaint of *** ***On November 11, *** *** purchased a *** *** ***, VIN *** (the “Vehicle”), from the CarMax of Buena Park, CA. In his complaint, *** *** is requesting CarMax to take this vehicle or replace it with a vehicle with no issues.
On December 19, 2013, *** *** brought the Vehicle in for several repairs. CarMax had the Vehicle for approximately four weeks and was able to validate seven of *** *** concerns. All of the repair needs that were validated were repaired
In March 2014, *** *** did contact CarMax again about a check engine light being on again. CarMax discovered that *** *** had an accident. As the light was a result of damage to the Vehicle, he would be responsible for the repairs.
CarMax has made many attempts to contact *** *** about the Vehicle. CarMax had offered to appraise the Vehicle for *** ***. Recently, CarMax did finally speak to *** ***, and he stated that he was no longer needing assistance with the Vehicle.
CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at ***, ext ***
Sincerely,
*** ***
Customer Relations Analyst

May 20,
*** ***, Operations Supervisor
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Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
VIN: ***
Chevrolet Equinox (“the Vehicle)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from *** *** regarding the Vehicle
purchased from CarMax of Baton Rouge, LA (“CarMax”) on January 21, In her
complaint, Mrs*** states the Vehicle has had multiple service concerns,
including not “turning over”. Mrs
*** states she has brought the Vehicle to CarMax for repairs, but continues
to have service concerns.
On or around May 13, CarMax
sublet the Vehicle to a local Chevrolet dealership for diagnosis and
repair. The Chevrolet dealership was
unable to duplicate a starting concern and found no failed parts. On or around May 18, 2016, the Chevrolet
dealership returned the Vehicle to CarMax.
CarMax continued efforts to duplicate the concern, but was unable to
duplicate any starting concern.
CarMax is committed to addressing
repair needs for any concern that can be duplicated. Additionally, while the Vehicle is outside of
CarMax’s 5-Day Money Back-Guarantee, if Mrs*** would like to sell the Vehicle,
CarMax is happy to appraise it and provide a written offer for the Vehicle
If Mrs*** has any additional
questions, or would like to discuss this concern further, he may contact me at
1-800-519-ext***
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

Roman';"> October 28,
Via Electronic Mail
*** *** *** *** ***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
Dear *** ***
I am writing in response to your letter which forwarded the complaint of *** *** On October 4, 2014, *** *** went to CarMax of *** ** with the intent to purchase *** *** *** *** *** (the “Vehicle”) In his complaint, *** *** is requesting that CarMax apologize to him for loss of the Vehicle. *** *** would like an explanation of our hold policy and why the Vehicle was not placed on hold for him
*** *** did test drive and got an approval to purchase the VehicleHowever when it came time to make the down payment, *** *** did not have an acceptable form of payment to complete this purchase. CarMax was unable to continue with the purchase at that time, as *** *** would not be able to obtain the needed funds until the following Monday. *** *** was to return to CarMax on Monday to purchase the Vehicle. Unfortunately, *** ***’s order was deleted in error on Sunday
*** *** was called on Monday and was told that the Vehicle was unavailable due to another customer placing an on-line hold until Wednesday. The *** *** tried to give *** *** other options. The *** *** did reach out to *** *** again to clarify our On-line process and let him know that he would definitely follWednesday about the availability of the Vehicle
CarMax is very sorry that we were unable to sell the Vehicle to *** ***. CarMax would love the opportunity to help *** *** to locate another vehicle
CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at *** *** ***
Sincerely,
*** ***
*** *** ***

March 10,
*** ***
Revdex.com
0.0001pt;">
Moorefield Park Drive Suite
Richmond, VA
Re: MR. *** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from MrAfzal *** regarding the *** *** *** *** (the “Vehicle”) that was purchased on or about January 3, from the CarMax store
located in ***, Wisconsin (“CarMax”).
In this complaint Mr*** is requesting an exchange of the Vehicle to
a Hybrid model
According to our records, CarMax provided Mr*** with an
appraisal of the Vehicle on or about March 4, 2015. Mr*** sold the Vehicle to CarMax and
purchased a *** *** *** *** on or about March 4,
CarMax considers the purchase of another vehicle the
resolution to this complaint
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***Analyst, Customer Relations

I went to CarMax on 6/19/to buy a new used car and trade my *** *** truck inThe Sales Consultant, Chad F* showed me several cars in my price rangeIn minutes I found my car; *** *** door sedanI was surprised to get a $trafor my *** ***I didn't have my insurance phone number so Chad retrieved that information and I spoke to my Insurance agent and got my new insurance on my Newish car right away at the dealershipChad made this car buying experience so easyAfter I got home I remembered I left a CD in my old truck so I called Chad and asked him if he could mail it back to meI got my CD in the mail in a few daysNow that is great service! This is the best car buying experience ever; thanks Chad!
On 7/03/I took my *** *** to the Service Dept; and spoke with Valerie M***hI explained that I had an orange size dent on the passenger side fender and the transmission was making a weird soundValerie said the dent is easy to fix and my car will have to go into the shop to get the transmission looked atSo Valerie got me a rental car to use until my car was readyOn 7/7/Valerie called and said your car is ready to be picked up; she explained the transmission was okay and the noise was found to be and gave me info on the PowerShift 6-Speed Tansmission operating characteristicsAnother great experience!
Kudos to Chad F* - Sales Consultant and Valerie M*** - Service Employee at CarMax!

July 29th,
"margin: 0in 0in 0pt;" class="MsoNormal">*** *** *** ***
Revdex.com
*** *** *** ***
*** *** ***
RE: *** *** ***
*** *** *** VIN: *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle she purchased at the CarMax of *** *** (“CarMax”). In her complaint, *** *** shares her frustrations with the mechanical concerns of the Vehicle and is requesting that CarMax have the Vehicle repaired by a certified mechanic and supply her with transportation while the Vehicle is being repaired
The Management Team at CarMax was unaware of *** ***’s concerns prior to receipt of this complaint and would love the opportunity to discuss *** ***’s concerns to see what options are available to assist. At her convenience, *** *** is invited to contact The Management Team at *** *** to discuss her concerns
Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Carmax has refused to settle this claim
Regards,
*** ***

November 13, *** *** *** ***
Moorefield Park Drive, Suite Richmond, Virginia Re: Mr*** ***, JrComplaint ID ***
*** *** *** ** *** *** ***
***
Dear Mrs***
I am writing you in response to your letter dated October 26, 2015, wherein you forwarded a complaint from Mr*** ***, Jrregarding the Vehicle purchased from the CarMax store located in Laurel, Maryland (“CarMax”) on or about February 28, Mr*** requested in the desired settlement for CarMax to replace his windshield at no cost due to there being a pre-existing flaw in it at the time of purchaseCarMax has been in communication with Mr*** and has agreed to allow him to take the Vehicle to his dealership of choice and have his windshield replaced at CarMax’s expense (upon submission of a paid invoice)Mr*** was satisfied with CarMax’s offer of assistance and elected to have the Vehicle’s windshield replaced by *** *** *** for a cost of $ Mr*** later submitted his invoice to CarMax on or about November 3, CarMax processed Mr***’ reimbursement the same day and has mailed him reimbursement check #*** for the above stated amount on or about November 13, Mr*** should receive this refund within 7-business daysCarMax appreciates the opportunity to respond to this complaint and considers the reimbursement check the resolution to the complaintPlease contact me at *** extension *** with any questions you may haveSincerely,
*** ***
*** *** *** ***

March 15,
"Times New Roman",serif;">*** ***, Operations Supervisor
RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
*** *** ** (VIN: ***
(“the Vehicle”))
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Ms***
regarding her purchase of the Vehicle from CarMax of Roswell, GA (“CarMax”) on November
14th, In her complaint, Ms*** shared Vehicle history
concerns related to the odometer and Vehicle Identification Number
A review of CarMax’s
records indicates that CarMax sold the Vehicle to Ms*** on November 11th,
with a mileage of ***During this transaction, CarMax provided Ms
*** with an AutoCheck Vehicle History ReportThis report matched the
Vehicle Identification Number on Ms***’ purchase paperwork and the Vehicle
she purchased
Ms
*** also stated CarMax completed brake repairs on the VehicleA review of
CarMax records indicates the Vehicle was serviced by CarMax for brake concerns
on November 18th, and March 29th, CarMax has
not performed any diagnosis or brake repairs sinceIn the event Ms***
currently has concerns with her brakes, CarMax will diagnose and service the concerns
at Ms***’ expense
In
her complaint, Ms*** requested a complete refund of all monies spent on
car payments, a CarMax extended service plan and a replacement vehicleCarMax
will not be offering these optionsIn the event Ms*** would like to sell
the Vehicle, she may have the Vehicle appraised at a local CarMax location
CarMax Auto Finance has
no affiliation with Ms***, as her purchase is financed through *** *** ***
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
*** ***
Analyst,
CarMax Customer Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** ***
Yes the carmax said that it might cause of a dust .But it's not trueit shouldn't make this kind of noise from the brakes I need to carmax to Replace the brakes because it is a Damaged brakes, and the sound it become loud and loud

*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, Va.
class="MsoNormal">Re: Ms*** ***
Dear Mrs***,
Thank you for forwarding the complaint received in your
office regarding the *** *** ***
VIN ***(the “Vehicle”) that she purchased on
or about November 12, from the CarMax store located in Katy, TexasIn
this complaint Ms*** is requesting tires, OEM rotors and pads and a
synthetic oil change
As stated in the complaint, Ms*** took the Vehicle to
CarMax with concerns regarding the brakesOn or about December 16, 2014, CarMax
initially addressed the concern by resurfacing the front and back rotors and
replacing the padsAt the completion of the repair, there were no brake
squealsOn or about January 21, Ms *** returned stating that there was
once again a brake squeal. At that time,
CarMax replaced the semi metallic pads with ceramic pads to ensure a reduction
in the squeal. On or about February 5,
2015, Ms*** returned to CarMax with a concern of a grinding noiseThe
CarMax technician inspected the brakes to ensure that there was no issue with
the prior brake service that had been completedIt was determined that the
brakes were operating as designedHowever, there was some road noise caused by
the front tires. The technician
recommended a tire rotation to address the concern.
In regard to Ms***’s request to have the tires
replaced, tires were put on Ms***’s Vehicle during the reconditioning
process before it was soldThe tires met the required speed rating and size
for that particular Vehicle
CarMax appreciates the opportunity to respond to this
complaintCarMax would also like to extend the offer again to rotate the tires
as we believe that this would take care of the road noise issue that
Ms*** is experiencing.
Ms*** may contact the CarMax
location in Katy Texas to make an appointment.
CarMax is declining the additional services requested in this complaint
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations

December 21, 2016 Revdex.com Serving Central Virginia, Inc. Moorefield Park Drive 11px;">Suite 300 Richmond, VA 23236 RE: Consumer Complaint of *** *** Dear Sir/Madam: Thank you for sharing *** *** complaint and providing us the opportunity to respondOn September 23, 2016, Ms*** filed a similar complaint with the *** *** *** *** ("***")Enclosed is our response to that complaint for your referenceMs*** recent complaint has an additional concern, which we will address below. Ms*** indicates in her complaint that we are legally required to give her a certified notice within days of reporting any late payments to the credit reporting agencies ("CRAs")Ms*** is mistakenThe *** *** *** *** requires data furnishers to notify consumers in writing either before or shortly after furnishing negative information about a consumer to the CRAsAs a matter of policy, we elect to provide this notice prior to furnishing negative information to the CRAsThe welcome letter we provide to all our customers contains this noticeOur records reflect that we mailed a welcome letter to Ms*** on December 16, We also provide this notice on the delinquency notice we mail to customers at the end of their payment grace periodIn Ms*** case 15 days past dueOur records, again, reflect that we mailed this delinquency notice to Ms*** on the following dates: February 5, 2013, May 6, 2013, June 5, 2013 and August 5, 2013. In response to the *** Complaint, we reviewed Ms*** credit information and verified it to be accurateUpon receipt of this complaint on December 20, 2016, we have again verified and confirmed it to be accurateGiven the above explanation, we cannot provide Ms*** with the relief that she seeksOur reporting to the credit reporting agencies will, however, continue to reflect Ms. *** dispute. Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this explanationIf you need any additional information regarding the above, please do not hesitate to contact me directly by phone at *** *** or by email at ***. Brent A*** Operational Compliance Manager CarMax Auto Finance

January 18,
*** ***,
Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Ms*** *** (Daughter of Mr*** ***, the owner of the vehicle)
Complaint ID ***
***
Chevrolet *** (the “Vehicle”)
Dear Mrs***
I am writing
you in response to your letter dated December 27, wherein you forwarded a
complaint from *** *** ***.
Ms*** requested in the desired settlement for CarMax to allow
her to return the Vehicle
CarMax’s records indicate that we have been in
communication with Ms*** regarding this matter and have offered
to re-diagnose the Vehicle’s concerns at no cost. Ms*** accepted CarMax’s offer, but
has yet to schedule an appointment with the CarMax located in Plano, Texas. If Ms*** would still like to have
these concerns addressed, CarMax encourages her to contact CarMax’s Service Department
at (972)943-ext* to schedule an appointment
CarMax appreciates the opportunity to respond to this complaint
Sincerely,
Nekia ***
Analyst, Executive Response Team

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

December 14, *** ***, Operations Supervisor
Moorefield Park Drive, Suite Richmond, Virginia Re: Mr*** ***
Complaint ID ***
Ford F(the “Vehicle”), VIN:
***
Dear Mrs***:
I am writing you in response to your letter dated December 8, 2015, wherein you forwarded a complaint from MrClifton *** regarding the Vehicle purchased from the CarMax store located in Gainesville, Florida (“CarMax”) on or about October 19,
CarMax’s records indicate that they have been in communication with Mr*** regarding his concern and has been advised that Mr*** will return the Vehicle to CarMax on or about Tuesday, December 15, Once the Vehicle has been returned, CarMax will mail Mr*** a refund check for his down payment (in the amount of $8,000) within - business days If Mr*** fails to receive this refund check in the mail within this timeframe, CarMax encourages him to contact the Business Office at (352)371-ext***CarMax appreciates the opportunity to respond to this complaint and considers this matter closedPlease contact me at (804)747-extension *** with any questions you may haveSincerely,
Nekia W***

"">*** *** *** ***
Revdex.com
*** *** *** ***
*** *** ***
RE: *** *** ***
*** *** *** *** *** *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle purchased from the CarMax of *** *** *** (“CarMax”) on August 17th, 2013. In his complaint, *** *** shares his frustrations with on-going transmission concerns, stating that his current concerns are related to repairs completed in September 2013, during the 30-Day Limited Repair Warranty. *** *** is requesting that CarMax pay for the current needed repairs and provide him alternate transportation while the Vehicle is being repaired
CarMax’s research shows that CarMax diagnosed and repaired a shifting concern within the 30-Day Limited Warranty. At that time the diagnosis determined that the needed repairs were not related to the transmission. This was confirmed by an outside repair facility that specializes in transmission repairs. Furthermore, the current failure codes displayed in the Vehicle’s computer are different from the codes displayed at the time of the previous repair. Based on this information, CarMax has determined that the needed repairs are not related to *** *** previous concerns addressed under the 30-Day Limited Warranty
In an effort to assist *** ***, CarMax has already offered a gesture of goodwill by agreeing to pay 50% of the current needed repairs. *** *** is invited to contact the *** *** at CarMax *** if he chooses to accept this offer
Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
***, CarMax