CarMax , Inc.

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

Business

Response:

June 4May 28, 2014

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

Business

Response:

August 28th, 2014

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

Business

Response:

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

Business

Response:

Via Electronic Mail

Revdex.com

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

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

Re: [redacted] Dear [redacted]:

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

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

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

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

Sincerely,

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

Business

Response:

September 19, 2012

Review: 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: 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,

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

Business

Response:

10 September 2013

[redacted], Operations Supervisor

Re: [redacted], Complaint #[redacted]

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

Dear [redacted]:

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

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

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

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

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

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

Sincerely,

Senior Analyst

CarMax Customer Relations

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

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

Business

Response:

August 19, 2013

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

Business

Response:

29 July 2013

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

Business

Response:

3 July 2013

Review: I purchased a [redacted] from CarMax in January of 2013. Within the first months my tire blew out on the highway and the exterior lights of the car would not work. CarMax informed me that my extended warranty does not cover tires or lights. However, CarMax repaired my tire at no charge and documented that it was due to a slow leak. This was maybe 34 days after I purchased the car. As for the lights, CarMax would not cover the cost to fix them so I took the car to the [redacted] dealer and they replaced all the external lights at no cost. Towards the middle of 2013 the correct tire pressure display would come on every 2-3 weeks. I would take it to the dealer and they would correct the tire pressure and Id have to complete this process ever 3 weeks. This continues to happen. Most recently I was stuck in my car as the driver side door would not open from the inside. I am 7 months pregnant and cannot climb over the seat. I had to start up my car and roll down my window to reach out and unlock the door. This situation makes me want to get rid of the car. Since then Ive been thinking and dreaming about getting stuck in the car while in a car accident due to weather conditions. On the next available business day I took the car back to CarMax on 1/6/2013 and informed them of this issue. The services writer stated that it would most likely be covered under the warranty but they have to check to be sure. I was advised that I can rent a car and if it is covered I would be reimbursed. I left the car there in hope that they would repair it and I rented a car. CarMax informs me on 1/8/2014 that the whole door panel has to be replaced because the plastic piece that broke is not sold separately. They stated that it could have broken because of cold weather, wearing of the piece or a defect. I was informed that the warranty that I purchased does not cover this repair as well. The service writer informed me that my repair charges would be over $1000 and I would have to cover the cost of the rental which was around $400. After complaining about paying $600 a month for a car and warranty that I cannot use the price was reduced to $700. I feel that CarMax did not properly inspect my car and I was sold a car with all these safety issues. I just took the car to CarMax for a service plan B the month before the most recent issue. I was sold an extended warranty that does not cover anything useful to me. I feel that CarMax decides what to fix on the car without cost just as they repaired the tire that was not covered. I wanted them to replace the tire but they would not. Im assuming the issue with the check tire pressure is due from needing new tires. I believe that CarMax should pay for the car repairs and actually replace the parts. I feel that this car is unsafe and I no longer want to do business with CarMax! I wish they could take this car back and give me the money that I have invested thus far.

Product_Or_Service: [redacted] Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to return the car back to CarMax and be refunded the money that I have invested thus far into the car. If that is not possible, I would like for CarMax to replace the tires on the car and replace the door panel at no cost to me. From now on my plan is to purchase new cars and attempt to do business with those who value each customer.

Business

Response:

February 6, 2014