CarMax , Inc.

Review: AT 7:00 PM ON TUESDAY MAY 6,2014 I INQUIRED ABOUT A VEHICLE PURCHASE AT CARMAX.I SPOKE WITH A SALESPRSON NAMED [redacted]. I SPECIFICALLY ASKED HER IF THERE WOULD BE ANY INQUIRIES TO THE CREDIT REPORTING AGENCIES OTHER THAN CARMAX, BECAUSE IF SO I DID NOT WONT TO APPLY FOR FINANCING. SHE PLACES ME ON HOLD, THEN GETS BACK ON THE PHONE WITH ME AND SAYS, QUOTE, (I HAVE GREAT NEWS. THE ONLY INQUIRY YOU WILL HAVE IS CARMAX. YOU WILL NOT HAVE INQUIRIES FROM OTHER FINANCIAL INSTITUTIONS OR LENDERS. WOULD YOU LIKE TO APPLY? WE WORK DIRECTLY WITH THE LENDERS NO WORRIES.)SHE TOOK ADVANTAGE OF ME, LIED TO ME,AND HAS CAUSED GREAT STRESS.INQUIRIES ARE AS SUCH. [redacted]. I CONTACTED CARMAX CORPORATE AT 1-800-519 1511 AND SPOKE WITH [redacted].SHE SAID SHE WOULD RESEARCH AND CALL ME BACK. NO CALL BACK?Desired Settlement: I WANT THE IQUIRIES REMOVED FROM MY CREDIT REPORTS. THIS IS DECEPTIVE BUSINESS PRACTICE. CARMAX HOME OFFICE PHONE NUMBER IS [redacted]. ADRESS: [redacted] LIST OF INQUIRIES AND PHONE NUMBERS IS AS FOLLOWS: [redacted]. I NEED YOUR HELP REGARDING THI MATTER.

Business

Response:

June 6, 2014

Review: The vehicle history report from [redacted] shows the vehicle was involved in an accident and was towed away in 2012. During the CarMax sale process the accident was never disclosed. The vehicle was purchased from CarMax in February 2014.Desired Settlement: Buy back the vehicle at full sales price.

Business

Response:

June 10, 2014

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

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: 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: On February 28, 2014 I purchased a [redacted] vehicle from Carmax in [redacted]. During the sales consultation [redacted] made numerous claims that the vehicle was "sound and reliable." He also stated that I would get many years of reliability from this purchase. He also mentioned that "the vehicle had passed a 125+ point inspection and was free from damage or defects." He did disclaim that the vehicle had been a small re-end accident and that the damage had no lasting effects on the vehicle. On March 3, 2014 I had to return the vehicle because the Check Engine Warning Light had turned on. The service department checked codes and reset check engine light, but has no record of this on file. [redacted] is the service advisor at Carmax. On March 17, 2014 I brought car back to Carmax for Check Engine Warning Light. The service department stated that they do not have to proper tools or technicians to work on [redacted] or [redacted] products and referred me to [redacted] Performance Specialists. [redacted] performance specialists found air intake and mixture codes as well as vacuum leaks. I did not receive a work report for this visit since Carmax was listed on the invoice. On May 22, 2014, I returned to [redacted] Performance for Check Engine Warning Light. There was a burning smell inside the car and blue smoke was seeping from the hood. The vehicle had become harder to start. [redacted] replaced the battery. [redacted] also found rubber seal failure in valve cover. Total estimate for repairs $1315.41 On August 13, 2014, while driving to Louisiana for a funeral the engine misfired and stalled in [redacted] The car was taken to [redacted] repair in [redacted], where mechanical failures were found, vacuum leaks, misfire, timing issues. estimate costs $619. During diagnostic evaluation at [redacted] Repair the [redacted] specialist found timing chain jump and valve damage, vehicle needs anew cylinder head. Total estimate for repairs $3752.87 The car is currently at [redacted] out of pocket repair costs to date:

5/23/ 2014 battery replacement $332.97

8/16, 2014 Diagnostics and vacuum leaks $206.93

8/25/2014 cylinder head and valve repair $3752.87

total costs: $4292.77

The vehicle was not sound nor reliable. Numerous mechanical issues.Desired Settlement: I want ALL repair costs covered by CarMax, a full refund of expenses and all contracts terminated upon return of the vehicle. I will also pursuing litigation under the Implied Warranty laws of [redacted] and Unfair and Deceptive Acts & Practices for misleading information on soundness of vehicle and intent to deceive buyer as to reliability of vehicle and failure to disclose information about the vehicle's mechanical history.

Business

Response:

September 23, 2014

[redacted]

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Dear [redacted]:

Thank you for forwarding the complaint dated August 25, 2014 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about February 28, 2014. [redacted] requested in his desired settlement for CarMax to cover all of his repair costs, issue him a refund for all expenses paid and the ability to terminate all contracts upon return of the Vehicle.

CarMax offered [redacted] the ability to purchase the Extended Service Plan (“MaxCare”) at the time of sale. However, [redacted] elected not to purchase the multiple package options offered.

[redacted] mentioned in the complaint that be brought the Vehicle to the Service Department on or about March 3, 2014 to inquire on a check engine light concern. However, CarMax’s records indicate that the Vehicle was not brought in until March 17, 2014 to address this concern. CarMax sublet the Vehicle to [redacted] on or about March 17, 2014. [redacted] diagnosed and repaired the Vehicle the same day and returned it back to CarMax. [redacted] picked up the Vehicle the same day.

According to the complaint, [redacted] brought the Vehicle back to [redacted] on or about May 22, 2014 to readdress a check engine light concern. [redacted] also noted in the complaint that there was a burning smell and smoke coming from under the hood of the Vehicle, a battery issue and a rubber seal failure in the valve cover. [redacted] estimated that all repairs would cost approximately $1315.41. [redacted] paid $332.97 to have the battery replaced.

[redacted] then took the Vehicle to [redacted] on or about August 13, 2014 to address a misfire and stalling issue according to the complaint. [redacted] found mechanical failures, vacuum leaks, misfires, timing issues and valve damage. [redacted] estimated that all repairs would cost about $3752.87. [redacted] paid $206.93 to have the Vehicle diagnosed and the vacuum leaks repaired.

The Vehicle was brought back to CarMax on or about August 27, 2014 to address the previous stalling concern diagnosed by [redacted] CarMax sublet the Vehicle to [redacted] that same day. [redacted] diagnosed the Vehicle and replaced the cylinder head and valve cover. Total repair costs for this service visit totaled $4839.64.

CarMax paid [redacted] $2419.82 (half of the Vehicle’s repair costs) as a gesture of goodwill on or about August 27, 2014. [redacted] paid the remaining costs of repair.

[redacted] returned back to CarMax on or about September 8, 2014 to have the Vehicle appraised. CarMax offered [redacted] $11000.00 for the Vehicle. [redacted] accepted this offer.

CarMax appreciates the opportunity to respond to this complaint, and is pleased to have been able to assist [redacted] with a resolution.

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

Sincerely,

Review: I took my car ('[redacted]) to CarMax so they could give me an offer to purchase the vehicle. After an hour of waiting, they told me that they had lost the key for my car. They decided not to keep searching for it and that they need to replace it. They asked me to visit the [redacted] dealership to show the service team my documentation that this is my car and for them to cut me a new key. The dealership said they needed my car because they have to program the chip in the key.

So at this time we had to go back to CarMax because they did not want to send my car over there. They wanted to bring a mobile service to my car to cut a new key for me. At this time I had been there for 4 hours and I needed to leave. I asked for a loaner car so I could leave and they could call me when my car was ready. They said they could not give me a loaner, but will get me a rental car! At this point I was very confused? Another half hour goes by and they then tell me they are now going to give me a loaner car. It took another 45 min before I was out of there. I was there just over five hours!

It has been 8 days now and I still do not have my car back. Can you please help me? I have called everyday for status and I keep talking to someone different and being told they will call me back. I have only received 3 call backs and its the same thing. "We are so sorry for the delay, but we will have your car ready tomorrow." It was to be ready on Sunday, Wednesday, and then Saturday. They did not contact me yesterday and now I have left another message today. I took my car in on 7/26/2014 and today is 08/03/2014, I have had my car listed to sell on multiple websites and have missed out on showing the car. They are making me lose potential buyers at this point and I have no idea how to get my car back.

What can I do?Desired Settlement: I would like to have them replace the key they lost ASAP and then give me an outstanding offer to buy my car. I want this offer to make me feel like it was worth leaving my car there for over a week and losing out on two serious potential buyers.

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] (the “Vehicle”) that he had appraised at the CarMax store located in[redacted]. In this complaint, [redacted] is requesting replacement of the key that was lost and a strong appraisal offer.

As stated in the complaint, [redacted] took his Vehicle to CarMax to get an appraisal. CarMax inadvertently lost the key. CarMax decided to put [redacted] in a loaner Vehicle while a new key was being made. CarMax regrets that the key was lost and the amount of time that it took to get a replacement key.

In an effort to extend good will to [redacted] in consideration for the time delay, CarMax repaired a broken window regulator at no cost to [redacted]. After replacing the key, CarMax appraised the Vehicle and extended the offer to purchase the Vehicle. [redacted] declined to accept the appraisal offer.

CarMax appreciates the opportunity to respond to this complaint. Please feel free to call me at

[redacted], extension[redacted], if you have any questions.

Sincerely,

Consumer

Response:

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

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

Regards,

CarMax, lost my key and flob (keyless entry). I started a Revdex.com Complaint at that time, claim # [redacted]. They did not follow through with our agreement. I have been calling them for 3 weeks but they are not returning my calls at all. When they lost my key, they did give me a loaner car. When they gave me a horrible offer, I asked them to fix my driver side power window to make up for their horrible service. They did agree to fix my window. So I thought it was going to be worth the waste of time. 2.5 weeks later they called me to tell me that the car was ready to pick up. I showed up and found that they did not fix the main issue at the beginning. They did not fix my key situation. They made it worse by doing a quick and cheap fix. They handed me three keys! Instead of taking my car to a [redacted] Dealership to have my key cut with the chip and program my keyless entry. They decided to replace my ignition, and the key holes in my doors, and trunk. One key works the locks and 2 keys for my ignition. That is not what was agreed at the beginning and I expressed my concern to the gentleman that gave me the keys. He called me a liar, basically saying they did not lose the flob (keyless entry) but only the key and that I had the keyless entry button. I told him that they lost it and he would forward this to a manager and I will be contacted. I was never contacted and have been calling for 3 weeks straight. I have emailed and left a message to the HQ website. Nothing has been done. This business did nothing but lose my keys , changed the locks, and gave me two keys for two different things. I gave them my key attached to the flob, the day I walked in. Now my car is worth less and I want them to give me a check to fix the key issue. Because I will never step foot in any other CarMax. I want the cost to take my car to a [redacted] Dealership to get ONE key to work ALL the locks and my keyless entry! I walked in with that, I should have walked out of there with that! Please help me Not only did they screw my keys up, they made my car worth less now! I am selling my car privately now, and I have to explain why I have two different keys like my car was made in the 70's! I have called them every day for three weeks But it took 2.5 weeks to finish the job

I will be getting an estimate from a [redacted] Dealership, that will get me a key that works for all locks, my ignition, and my keyless entry. Then I expect CarMax to send me a check to get it fixed.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

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

[redacted] (the “Vehicle”) that he had appraised at the CarMax store located in [redacted] In this complaint, Mr. [redacted] is requesting to be reimbursed for the cost of repairs to get a new key that works for the ignition and the doors. This complaint is a follow-up from a previous complaint that Mr. [redacted] filed.

Since the date of the current complaint, CarMax has offered to pay for the repairs to be completed at a local [redacted] dealership. Mr. [redacted] has provided CarMax with the total amount for the cost of the repair. CarMax is currently issuing a check to be sent to Mr. [redacted] to pay for the repairs.

CarMax appreciates the opportunity to respond to this complaint. Please feel free to call me at

[redacted] extension [redacted], if you have any questions.

Sincerely,

Review: I purchased the car on the last week of September, the first week it would not start, and the tire pressure light was on. I took it back to CarMax and they stated it was the brakes and replaced them. The next week I had to have it towed because it would not start again, I was late for work and in danger of being let go. They called two days later and said it was ready after they had a key representative from Nissan had checked it and recalibrated it. The same day I picked it up on 10-11 it would not start again. They now stated it would be checked by Nissan to find out the problem. Out of the 2 weeks I have owned this car it has been in service for 5 days.Desired Settlement: They need to extend the warranty on the car, and fix the problem. If they can't do either than they should replace it with a Nissan with better mileage, with an extended warranty.

Business

Response:

November 14, 2014

Review: I bought a car from this location June of this year. The registration was going to be up in September of 2014. I was told by the salesman the payment to renew the registration was going to be added to the price of the car so I didn't have to pay it out of pocket. Well in August I got a notice in the mail saying I needed to renew my registration so I called the store. I did talk to a supervisor and told him or her the situation. I was told to pay the registration and they would reimburse me and I told them I shouldn't need to do that and I wanted them to just pay registration. I was put on hold again for about 10 minutes and the supervisor came back and said they would take care of it and I should get my new registration in the mail. Then a few months later I get a renew notice again from the [redacted] saying the registration is now late and theirs now a bunch of late fees. So I called the store again and spoke with a supervisor named [redacted] and explained the situation once again. Well since I didnt remember the name of the person I talked to 2 months earlier she said there was no way for her to help me and she called me lair and said its my responsibility to take care of my registration. I no longer live close to this store so I had to drive an hour to speak to someone in person to see if I could get this resolved. When I got there I spoke with another supervisor and while talking down to me he said the same thing and pretty much said I was lying about talking to a supervisor before and there was nothing he could do. I've never had such horrible customer service! I bought a car from them and there going to leaving me hanging like that? You would think since 2 of there enployees gave me false information they would fixed the situation. Thats what I call good customer service! If I had to the choice I would return the car and take my business else where. I WILL NEVER EVER GO TO CARMAX AGAIN TO BUY A CAR! I will also continue to tell people my story so no one I know will have to deal with all the bs I had to go through.Desired Settlement: at least pay for half of the registration

Business

Response:

December 9, 2014

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: 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: I entered carmax qith the vehicle above for a simple appraisal and possible trade-in of my vehicle which was only a little over 2yrs old (2012) at the time. I was just looking for a smaller payment than my current lender & perhaps a nicer car. However, what I got was an experience which has left me with a credit score lower than what I have ever had (beneath 600), and over 5 inquiries from Carmax for over 2 years on my credit report. I was told by the sales rep., that this would run only once, and that it would be a soft inquiry. This was incorrect. I was stunned, especially since the Carmax commericals indicate that you get 'one' quote for all cars per visit. This was infact the opposite, as I was told by the sales rep that I had to run my credit for EACH vehicle that I was interested in. What! This is false advertising. Noone in their right mind would do that.

Well, never having seen this much dishonesty by a A+ rated Revdex.com co., I figured they were legitimate, and asked for a quote on only ONE vehicle after my car's appraisal; which was quoted at atleast $2k beneath BlueBook. Anyway...I got 1 bank approval, but wanted to think it over & decided against it. Two mos. later, I checked my credit report & it was 80 pts. lower, specifically due to CarMax inquiries. Furious, I called the Manager who stated they can run your credit up to 7 times for ONE vehicle! NOONE told me this, or, I would have never gone there. It appears to be deceptive advertising predatory lending tactic. Please take there A+ rating off immediately. If it's not fraud, it's very near. It will take me mos. to repair my credit; now worst than Bankruptcy. I will NEVER go to another CarMax again! And, they need to remove those commercials claiming a ONE time inquiry. This is completely FALSE! ONE CAR....UP TO 7 inquiries is the truth; trying to force the buyer to purchase from them. I am livid. FALSE Advertising, deceptive sales practices, bad management ....CarMax is just simply a BAD idea & BAD newsLocation: Newport News, VAMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like CarMax to remove those inquiries from my Credit Report, or ask the lenders to do so. From speaking with the Manager, he appeared to try and blame their system and the manner inwhich the lenders required a credit check. I see a problem with using multiple lenders and 'multiple' inquiries PERIOD, especially without stating this to the client. This service can be paid for by consumers, but usually runs anywhere from $350 to $750, and sometimes more. Therefore, it is in essence a BILL. And Carmax needs to pay it! Or at the very least write me a check so that I may do the same. I am literally crippled right now due to credit issues, after having just done a major credit repair. Now, because of them..I am beneath a BK score & livid. I should sue. I want them to remove those inquiries! ALL of them, or agree to an amount (check) sent to me so that I can begin to do the same-IMMEDIATELY. Or, I may have to consider legal action.

Business

Response:

April 6,

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]’s complaint with us and providing us the

opportunity to respond. Ms. [redacted]’s

concern stems from the number of inquiries on her credit file as a result of the

credit application she submitted at our store location in Newport News,

Virginia. Our records reflect the

following as it relates to Ms. [redacted]’s credit application:

On October 18, 2014 Ms. [redacted]

submitted a credit application to finance the purchase of a [redacted].

Before we obtained Ms. [redacted]’s

credit report, she executed a Credit Application Consent Form (“Consent

Form”) agreeing and authorizing that: (a) we could “forward the

application to any financial institution” to evaluate whether the

financial institution will purchase and service any resulting retail

installment contract, and (b) “multiple financial institutions will

separately obtain and review consumer credit reports” on the

applicant(s). A copy of the Consent

Form is enclosed. We have no

advertisement that contradicts this information as Ms. [redacted] alleges.

Ms. [redacted]’s credit application

received 5 declines and 2 offers.

This information was shared with Ms. [redacted] and she elected not to

accept either of the 2 credit offers she received.

The

above facts directly contradict Ms. [redacted]’s statement in her complaint that she

was not aware that multiple financial institutions would review her credit

application. Further, Ms. [redacted]’s

allegation that the multiple inquires has significantly lowered her credit

score is untrue. Below is an excerpt from the

blog post of the Consumer Financial Protection Bureau dated September 16, 2014

regarding credit inquires:

Any

change to your credit score from shopping will be a minor price to pay for

getting the best deal on a car, mortgage, or student loan. If you have a great

credit history, shopping around may have no impact on your credit score at all.

And even if your credit history is less than stellar, the impact from shopping

around for a loan is likely to shave off between one and five points. On a

typical credit score of around 675 that’s not likely to affect you much,

especially when you compare that to the hundreds or even thousands of dollars

you could save by finding a better interest rate on a loan.

For specific types of loans – auto, mortgage,

and student loans – credit scoring models are also designed to take shopping

for a loan into account. Let’s say you are looking around for an auto loan and

you authorize five lenders to check your credit score. All those credit checks

– the industry calls them “inquiries” – should either count as zero or one

inquiry, if the inquiries are made in a short period such as fourteen days.

We

have also enclosed a print-out from the FAQ page from Experian’s website that specifically

addresses the impact of multiple credit inquires when shopping for an auto

loan. We hope that this explanation

addresses Ms. [redacted]’s concern.

Thank

you again for bringing this complaint to our attention. However, given the facts of this case, we

cannot provide Ms. [redacted] with the relief she seeks. If you have any questions or concerns, please

do not hesitate to contact me at [redacted], extension [redacted].

Sincerely,

Paralegal

CarMax

Enclosures

CC: [redacted]

Review: It began when my partner was selling his car at that location. Why the process was underway, the sales person turned to me and asked if I needed a car... I said no. I had a new Jeep Wrangler and a little sports car convertible.

He asked if I had a "dream car" and I said yes... I had just had heart surgery and had dreamed of owning [redacted]. I asked if they had one on the lot and was told no.

He did counter by saying we can transfer the car of your dreams from another location. So we looked on line and found a 2005 on the east coast for around $28,000. We ran the loan... I was approved for a small interest rate, $1,500 down and $330 monthly payments.

There was a $799 transfer fee... I paid it and waited for two weeks.

When it arrived... I went to the lot and you can't imagine the train wreck we discovered. Top was actually molded. [redacted] logo on hood scratched out. Body dinged up. Hood scratched. It was so bad my sales person and the manager began apologizing as soon as I entered the dealership.

Horrible... I was destroyed. Here was "the car of my dreams" and it was horrible!!!! I everyone agreed this was unacceptability and I didn't have to take this beat up car.

I was asked to look online for another car... I found a gorgeous [redacted] with only 11,000 miles. I was in love. It was more expensive but believed was worth it.

We ran the loan... I would have to sell my sports car but could get the loan for $620 a month and $2,500 down. We started the process.

While the car was being transferred... I called and said what if I couldn't sell my sports car could we roll over the upside down amount into the new loan... I was told of course.

Later... I got a call on Wednesday night and said I better come in and run a loan on a comparable car to insure I could get the loan I wanted. We went there... Three hours later told we could make it happen.

I work in the media and began telling everyone about my wonderful car on the way... Later I would be embarrassed by this out come.

The car arrived the next week... It was gorgeous. We ran the loan and it came back with $5300 down and a 12% interest rate!!!!!! Payments now somehow $800 a month. I was shocked and was again there for 3 more hours!

Finally, I was beat down and just agreed to these terms and at 9:38 at night I drove away.

Loved the car... Was enjoying its features, it's roof... Just beautiful!!!!!!! And then...

Not 72 hours after I bought it... Not 30 miles driven... I got a engine light. Bells went off as I drove into station parking lot. As you can imagine I was distraught and concerned. I called #CarMax...

I was told by service department that they would try to get to it but might take DAYS! Now I'm really concerned and upset. I called a manager.

When they finally got around to it... I was told the problem was an airbag sensor and would take 3 to 5 days to get the part... Obviously I was not happy!

Again... I talked to a manager... We agreed that was unacceptable. They ordered the part from a local company.

I felt better and was told I could pick up my new "dream car" that evening... I had taken the next week off so I could enjoy the car... Drive into the mountains with the top down... Again told all my friends with popular radio shows here in Denver!

Then I receive a VM at 4:20 saying they had bad news... Service had forgotten mine was the sports package and the part they ordered was wrong and it would take 3 to 5 WEEKS to repair!!!!'

Again, I had the car less than 72 hours!

I received no solutions, no advice and no offers of compensation from #CarMax. Here is a car I'm paying insurance on and it's setting in a #CarMax lot. Here is a car I've driven for 30 miles and I will receive my first bill before I have the car in my garage. This is a car that I will have DMV license plates for before I can actually drive to work!

Again... No solutions. Just more wAiting and then a call from a manger telling me he had heard I was returning the car... I said, I guess so if you have no solutions.

Problem is... As there has been all the way... #CarMax paid off the loan on my trade in before the 5 days return policy ended and shipped my car south. Manager says they don't know how or if they can undo the deal.

Again... In asked to wIt for #CarMax to figure it out... I'm out my car, $5,300, the extra out of pocket for insurance and have a payment due in 3 weeks.

Unbelievable!!!!!!!!

If this is the way #CarMax does business... I hope no one ever buys a car from you again. This was a nightmare experience and at no turn did #CarMax offer to make it right.

So I still wait for a call on Monday from #CarMax... Again, CarMax is dictating with no solutions.[redacted]

[redacted]Desired Settlement: I would like the car promised... I want it to work/run as promised. I want it to be corrected quickly without additional out of pocket costs.

Simply -- I want them to fulfill their obligation to me in a timely manner.

Business

Response:

May 22, 2015

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 Mr. [redacted]

regarding his purchase of the Vehicle from CarMax of [redacted] (“CarMax”)

on June 1st, 2015.

In his complaint, Mr.

[redacted] referenced concerns with excessive delays on his purchase and repair of

the Vehicle.

Mr. [redacted] informed the

service department of warning light sensors present in the Vehicle on June 3rd,

2015. At that time, Mr. [redacted] brought the Vehicle to CarMax for service.

CarMax diagnosed that an airbag sensor needed replacement on the Vehicle which

is a safety concern. A specific part was required to properly address the

concern. CarMax ordered the replacement and explained to Mr. [redacted] the part required

shipment from Germany and could take as long as two weeks.

In an effort of

customer service, CarMax offered Mr. [redacted] a loaner vehicle during the wait

for this replacement part. He declined this offer. Mr. [redacted] requested the

vehicle he traded in during the transaction and his original down payment

returned to him due to the time necessary for the part to arrive. Mr. [redacted]

elected to exercise his 5-day return for the Vehicle and informed CarMax he

would be going to a different dealership to purchase a different vehicle.

If Mr.

[redacted] has any further questions on this transaction, he can reach me directly

at [redacted], ext. [redacted].

Thank you

kindly for providing CarMax the opportunity to respond to this matter.

Sincerely,

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.The redponse by CarMax is neither tire nor factual. First, I was told the part needed to make my newly purchased [redacted] Z4 would take 5 weeks to receive... Not 2 weeks. I was never offered a loaner vehicle nor was given ANY other option but to return my$40,000 car and break the deal. I spent several days attempting to resolve the problem with CarMax and was stone walked at every turn.Also, it should be noted that this car issue wa one in a string of problems I encountered with CarMax. I had ordered a previous [redacted] waited several weeks for its arrival, paid a $799 transfer fee and was met with a vehicle that dealers would not let me even drive because of its horrific condition. CarMax has acted in bad faith and unbelievably bad. Their response is untrue and offensive considering the six week nightmare experience in encountered while attempting to purchase a car with them.

Regards,

Review: I conducted a transaction with Carmax where I had Carmax purchase my current vehicle ([redacted]) and purchase a used vehicle from them ([redacted]). They had advised me that the purchase price $15,000 and the amount still owed $21,000 contained a negative equity.

We agreed that I would put down $4000 to void a majority of the negative equity and carry the remaining into a carloan. All agreements were signed by both parties. A month after the sale, I was called by they're business office DEMANDING an additional $4,200. They stated that there's was a mixup in the buying of my current vehicle. When asked how that is possible, they claimed that there was a "Social Security" mixup!

As this is entirely the fault of Carmax, theg continued to call me demanding payment in full. We verbally agreed to split the difference. However I've received a notice in the mail that still demands $4,200!! That was not our agreement!! The note also states that they have the right to demand full payment at any time!!

This was not our agreement!! Again, I should NOT be liable for any costs as this is soley the fault of Carmax. Even in my attempt to reconcile the matter by splitting the amount in half is void as they came back and demanded $4,200 balance.

I'm seeking your assistance as I should NOT BE LIABLE for any of the "overages" that they claim. They're sales and collection practices are suspect at best as I feel that they estimate was deliberately lowered to lure me into the sale.[redacted]

[redacted]Desired Settlement: Removal of the $4,253.18 that they claim I owe that is over the agree purchase agreement that all parties signed.

Business

Response:

June 22, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

[redacted]Rearding the complaint [redacted] received in

your office from [redacted] regarding the [redacted] (the “Traded Vehicle”) that was sold on or about March 13,

2015 at the CarMax store located in [redacted] (“CarMax”). In this complaint Mr. [redacted] is requesting CarMax

to remove the additional $4,253.18 charges.

According to our records, CarMax has been in communication

with Mr. [redacted]. An estimated payoff for

the Traded Vehicle of $21,733.62 was received on or about March 13, 2015. CarMax was informed by Wells Fargo Dealer Services

that the payoff for the Traded Vehicle was $25,984.04. CarMax paid Wells Fargo Dealer Services the

correct amount and Mr. [redacted]’s Traded Vehicle loan was closed. CarMax then informed Mr. [redacted] that there was

a mistake made in obtaining the payoff; however, he was still responsible for the

negative equity on the Traded Vehicle. Please

refer the Vehicle Purchase Agreement that was signed by Mr. [redacted] on or about

March 13, 2015.

Due to human error, and in the interest of customer service,

CarMax offered to split the cost of the remaining balance due as the settlement

request as set forth in the complaint. Mr.

[redacted] worked with the CarMax Credit and Collections department to set up a

payment plan arrangement for the total due of $2,126.59 beginning July 1, 2015. Mr. [redacted] agreed to this offer and the

payment arrangement was sent to Mr. [redacted] via [redacted] on or about May 6, 2015.

CarMax appreciates the opportunity to respond to this

complaint. Please direct any questions

to the CarMax Credit and Collections department at [redacted]

Sincerely,

[redacted]

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: 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: 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: 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: We bought a car for our son. At the time the salesperson recommended that we purchase the car with our credit and with an extended warranty. The car had $38K miles on it and passed all of the checks including clutch, brakes, but it did need a charge of Freon. It passed inspection this past Fall, but the car no longer had air conditioning. Our son who works in Harrisburg and drives his (our) car cannot get the car re-financed in his name because the car is undervalued since we purchased the car with the warranty. About a month ago, he said all of the Check engine lights were coming on and off. We scheduled service. By the time the car was checked in for service, the Check engine light was off, but we had the car serviced for the coolant issue - the contact person at the service said it's "typical" in cold weather for the lights to go on and off. The car was repaired by Carmax, but on the way home the Check engine light came back on and the engine smelled hot. I took the car to [redacted] and found that the car had many issues - all of the cylinders had checks and the cause was due to an entire clutch assembly problem (not covered under the warranty). On top of that - the O-rings that should have been replaced were not. The car was undriveable and had to be towed from [redacted] back to Carmax. Why would Carmax not investigate the Check engines light more thoroughly even if the light was off at the time of service and why would a car be undriveable after being serviced at Carmax - we think given the mileage of the car, the car might have had serious issues that required coverage by our warranty. [redacted], the independent contractor working on the car is now estimating the fixes to be $2200 to completely fix our car. This is in addition to a $100 towing fee. It's not just bad business to release a car that's undriveable - it's unconscionable.Location: King of PrussiaMake: [redacted]Model: [redacted]Owner/Co-Ownder? NoDesired Settlement: Pay the $2200 for the complete restoration of a safe vehicle. The car was undriveable after service - this is not normal wear and tear - the car was damaged at the release of the vehicle. The condenser repair was incomplete and requires and additional $150 to fix the coolant repair, to fix the clutch & fly wheel assembly - $2095.

Business

Response:

February 16, 2016 [redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: Mrs. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] Dear Mrs. [redacted]: I am writing in response to your letter dated January 28, 2016, wherein you forwarded a complaint from Mrs. [redacted] regarding the Vehicle purchased from the CarMax store located in King of Prussia, Pennsylvania (“CarMax”) on or about October 11, 2014. CarMax’s records indicate that the Vehicle was brought in for service on or about January 15, 2016 to inquire about an air conditioner cooling concern. CarMax diagnosed the air conditioner concern and made the necessary repairs. Mrs. [redacted] brought the Vehicle back to CarMax on or about January 22, 2016 to inquire about a check engine light concern. CarMax diagnosed the check engine light concern and determined that the Vehicle had a torn clutch plate – which is not a covered repair under the terms of Mrs. [redacted]’s Extended Service Plan. Mrs. [redacted] elected to have the repairs completed by another facility. Due to the torn clutch plate not being a pre-existing concern at the time of sale, CarMax is declining Mrs. [redacted]’s request to replace the clutch and fly wheel assembly. However, CarMax encourages Mrs. [redacted] or her son to schedule a follow-up service appointment with CarMax within the next 6-months or 6,000 miles to address any remaining concerns with the air conditioner. CarMax appreciates the opportunity to respond and considers this matter closed. Please contact me at (855)562-4935 extension [redacted] with any questions you may have. Sincerely, Nekia [redacted]Analyst, Executive Response Team

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 11110227, 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.] The check engine light issue was presented at the time of checking the car in for service. The attendant did not add this to the list of issues. It is not good business to have a car returned by tow truck after service without owning the problem. We will never use Car max again for future car repairs, for buying a used car and certainly not for referring anyone who wants a reliable, safe car to drive.

Regards,

Although our saleslady was great the business there is super shady. We just spent four hours there, was already approved for the vehicle and about to test drive only to be told a couple who chose to test drive first got priority over us. They had not even been through the financing! We were told they were going to let them have it. I had previously bought from the [redacted] location and had planned to purchase another vehicle next month from Carmax. NEVER again! I haven't ever been treated so poorly! They just lost a loyal customer.