CarMax , Inc.

Review: Carmax used a verbal phone call for sales to obtain my credit information. they asked for my information. it was not just given to them. they did not verify that information was coming from me. the application was suppose to be a joint application with my husband. In today's fraud environment, I would think that Carmax would verify all parties of the application before running credit inquiries or not even agree to take this kind of information over the phone. I have spoken with two sale managers ([redacted]) at the Jacksonville store about my concern. over the past 3 weeks, I have advised that their company's policy is to verify all parties information with individual the information belongs to and all phone application are recorded. I was told by the managers that they will view the tapes and get back with me. this has not happen yet. No one should be recording phone conversations, which all parties agreeing to be recorded.Location: [redacted]Make: Model: Owner/Co-Ownder? Desired Settlement: I would like letter of apology and the removal of this inquiry from my credit file. I would like letter stating that they have done this.

Business

Response:

March 13,

2012

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. It is our understanding that

Ms. [redacted] is unhappy with our security protocols, particularly, relating to

accepting credit applications over the phone.

We are sorry that Ms. [redacted] feels that way. We have long recognized the significant business

and consumer impacts associated with identity theft. As a result, we have developed over time

effective policies and procedures designed to detect, prevent, and mitigate

identity theft.

Our

records reflect that Ms. [redacted] and her husband called our Jacksonville, Florida

location to inquire about financing the purchase of a [redacted]. They both agreed to submit a credit

application over the phone. Our credit

application process requires customers to provide a substantial amount of

personal information so that we can ensure that the credit report we obtain

belongs to the credit applicant. Any

inconsistency detected between the credit application information and the

credit report obtained would require additional substantiating documentations. For example, documents to prove residence,

income, or employment. As a matter of

fact, Ms. [redacted]’s application was decline because there was a social security number

variance that was not resolved. Also

worth noting, before a vehicle is sold, the credit applicant is required to visit

the store in person and provide a photo-identification. Each store has tools in place to verify the

authenticity of any photo-identification provided.

Based

on the above facts, it is our position that Ms. [redacted]’s complaint has no

merit. Therefore, we cannot provide her

with the relief that she seeks. Thank

you again for bringing this complaint to our attention and for the opportunity

to provide this explanation. If you have

any questions or concerns, please contact me at [redacted], extension [redacted].

Sincerely,

CarMax

CC: [redacted]

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 benot true. I had never talked to anybody at CarMax dealership. I did not talk to anybody on the telephone about an application. Never requested an application to be submitted at all. Her factual information is not totally correct. Did talk with her on yesterday she promised to review everything based on my conversation with her and get back with me today

Review: CarMax policy states that they do not sale vehicles that have been involved in an accident. I recently found out through an appraisal of this vehicle [redacted]) that In 2011 this vehicle had been involved in an accident. I contacted CarMax in hopes that they would reconcile the situation. After two weeks of phone calls between myself, the Live Oak store where I purchased the vehicle and CarMax headquarters I was told that after contacting the insurance company, the CarFax is incorrect. Instead the insurance company stated that this particular vehicle was involved in a rear end accident, which goes against the CarMax policy of selling wrecked vehicles. I was told that CarMax would try to change the Carfax that could take months or it could even be impossible because CarFax goes above and beyond industry standards of reporting accurate details about vehicles (their words, not mine). I received a call on Wednesday and Thursday that I should take the vehicle to the nearest CarMax store for an appraisal to buy back this car! After buying the ** for $30,998 one year ago I was only offered $23,000 because of market depreciation. I think CarMax does not want to stand behind their policy. This is third vehicle I have bought with this company. I am highly disappointed and my trust has been broken. They even tried to have me look at other cars on their lot!! Not in a million years. I thought it was important that the Revdex.com know how this company treats their customers and a soldier.Desired Settlement: All I want from this company is to do the right thing and stand behind their policy. They sold us a vehicle that has been involved in an accident, and they should take this car back for the purchase price, $30,998. I do not want another vehicle from this company, a low ball appraisal, or more excuses! All I want is to be done with them. Period!!

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

May 8, 2015

Re: Mr. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint received in your

office from Mr. [redacted] regarding the [redacted], VIN [redacted]

(the “Vehicle”) that he purchased on or about March 7, 2015 from the Carmax

store located in San Antonio, Texas. In this complaint, Mr. [redacted] is

requesting that CarMax take the Vehicle back for the purchase price of

$30,998.00.

As stated in the complaint, Mr. [redacted] contacted CarMax

stating that he received a Carfax report reflecting that the Vehicle had been

in an accident, the air bags had been deployed, and the Vehicle sustained frame

damage. CarMax research revealed that

the air bags did not deploy and the Vehicle did not have any frame damage. CarMax

appraised the Vehicle and extended an offer of $23,000.00. This offer was based

on a number of criteria including the Vehicle’s age, mileage, and condition, as

well as market factors of supply and demand. We also consider our inventory

needs and check other sources to make sure we’re giving a competitive offer.

Please be advised that CarMax disregarded the information that was listed on

the Carfax report when determining the appraisal offer.

In the complaint, Mr. [redacted] also stated that CarMax policy

states that CarMax does not sell vehicles that have been involved in an

accident. CarMax does not advertise that we don’t sell vehicles that have been

in prior accidents. Rather, we provide a

clean title guarantee. CarMax guarantees that at the time of sale every retail

vehicle has accurate mileage and is not and has never been designated as

salvage or flooded on the vehicle’s Certificate of Title or we will buy it

back.

CarMax regrets that Mr. [redacted] is not happy with his

appraisal offer. CarMax appreciates the opportunity to respond to this

complaint; however, CarMax is declining the settlement request as set forth in

this complaint.

Analyst, Customer Relations

Review: I was referred to CarMax by a good friend whom had bought 2 vehicles from CarMax. I went there in October 2014, purchased a white 2014 Dodge charger but they sold this one before I completed the paper work. I settle for a [redacted] drove for 2 weeks had to take to there service department was given a rental, the engine was bad. I was then given a [redacted] in January 2015 after putting more money down. It also had to go to there service department they kept this car for approximately 2months I got it back in March 2015. Well my son and I was coming home June 2, 2015 and the cars dashboard windshield wipers everything went crazy and the power steering locked I hit a tree almost killing me and my 4 year old son [redacted], he was crying uncontrollable. I call my parents to pick us up. I went into CarMax spoke with [redacted] head of the service department he was excellent said that CarMax would put me and my family in another car that was safe and reliable, very apologetic, he also stated I would get my towing and rental fees returned. I also spoke with [redacted] in the Manager of sale and he made me feel as if all the car problems was cause by me. I left disappointed and deflated and having a very negative feeling about CarMax. Please replace with a safe car I can trust.[redacted]

[redacted]Desired Settlement: As one of there employees ([redacted]) stated I just want CarMax to replace this ([redacted]) vehicle with one that my family and I can rely, trust and feel safe while traveling back and forth to location and vacations. Please take the car through all the necessary steps of repair and safety.

And I would also like an apology from Mr. [redacted] the sales Manager for not even being sympathetic to the dangers my family was susceptible to during this crises.

Business

Response:

June 24, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Thank you for forwarding the complaint [redacted] received in

your office from Mr. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about January 4, 2015 from the CarMax

store located in [redacted] (“CarMax”). In this complaint, Mr. [redacted] is

requesting an exchange of the Vehicle and an apology.

Since purchase, Mr. [redacted] has previously requested

service on the Vehicle twice from CarMax.

On or about January 5, 2015 the Vehicle was seen for a check engine

light and since it was still covered under manufacturer power train warranty,

the Vehicle was sent to [redacted] for the repairs. CarMax replaced a fuse in the cigarette

lighter and removed aftermarket radio cables on or about January 20, 2015.

On or about June 4, 2015, Mr. [redacted] presented the

Vehicle to CarMax with concerns of the engine stumbling, hesitating or dying on

him as well as concerns with performance of the electrical components. The diagnosis was that the alternator had an

internal failure and the battery was serviced and the alternator was

replaced. The mechanical repairs were

covered under Mr. [redacted] MaxCare coverage and CarMax waived the deductible

as a gesture of goodwill.

CarMax is sorry to hear Mr. [redacted] and his son were

involved in an accident and recommends he file a claim through his Auto

Insurance Company for any damage. Since

purchase, the Vehicle has been driven approximately 16,300 miles. CarMax would be happy to extend an appraisal

for the Vehicle should Mr. [redacted] wish to sell.

CarMax is declining the settlement request as set forth in

the complaint and appreciates the opportunity to respond to this

complaint.

Please call me at [redacted], extension [redacted], if you

have any questions.

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.

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

Regards,

I was given two choices 1. Take the original car back and be happy. or 2. CarMax keep the car and appraise it for the value now and I pay the difference. As if the car having problems was my fault clearly the car was malfunction I will put CarMax on [redacted] and Instagram letting customers no how they take advantage of customers and prey on there need. And I have been stuck with a car rental bill.

Review: Went to Carmax to test drive and buy a car that was listed on the website as available. Then went to test drive the car. I wanted to buy it. The sales rep Keith wanted to sell it to me but someone at CarMax made a mistake and had put it on hold for three days and did not take it off the website nor placed a hold tag on the car in the lot. I wasted three hours of my time and was quite angry. I had my wife with me and she also wanted to buy a car as well but Carmax was not willing to make up for their mistake. I was quite angry with management and argued with them for days. They did agree to do another search and when I came too look at the other car it had mechanical problems and I had to wait. In the meantime my wife found a car she feel in love with and wanted to purchase the car. It also had mechanical problems with it and they sent it to Lexus and agreed to keep us up to date. My wife went out and secured her own loan to buy the car on her own separate from me. During this time Carmax did not keep her informed of the progress so I called and I let them know I was not happy with the service nor the attitude [redacted] (sales Manger) was using towards me. I was not the nicest person, but I had a right to be dissatisfied. They stopped returning calls and then they finally told me they decided they would not do business with me and sent me to corporate. I called corporate and they told me the same thing but they did not give me a reason or allow me to hear my side I told corporate I apologized for my behavior but I was not treated fairly. I asked if it was just me they would not deal with and he said yes ([redacted] at corporate) I said OK well my wife wants to buy the Lexus on her own and he stuttered and said well I think I includes her as well. I told him she had nothing to do with my conversations and she was doing this on her own with her own loan and own income, her loan was already approved and sent over. Now we cannot get a straight story from CarMax and the car isLocation: Make: Model: Owner/Co-Ownder? Desired Settlement: To allow my wife to purchase the vehicle without my involvement. I was going to buy a mercedes on my own and she wanted the lexus. Corp tells us that the cincinnati location is telling them they do not want to deal with my wife even though she had zero involvement with my transaction. The cincinnati office is saying they will sell her the car but they have to wait on corporate. So someone is lying.

Business

Response:

September 23, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint from Mr. [redacted] dated September

11, 2015 regarding his interest in his wife purchasing a vehicle from the

CarMax store located in Cincinnati, Ohio (“CarMax”).

CarMax maintains the right to determine with whom we will conduct

business and has elected to not do business with Mr. [redacted]. CarMax’s records indicate a member of the

Customer Relations team spoke with Mr. [redacted] on or about September 11,

2015 to share that this decision does not include his wife, and that she would

be able to purchase a vehicle from CarMax without his involvement. CarMax’s records also indicate that Mr.

[redacted]’s wife proceeded to purchase a vehicle from CarMax’s [redacted] location on or about September 12, 2015.

CarMax appreciates the opportunity to respond to this complaint.

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

Sincerely,

Analyst, Customer Relations

Consumer

Response:

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

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

Regards,

Review: Purchased the [redacted] from the Fairfield Carmax February 24 2015. I was told the car had a clean history and that the 125+ point inspection (Making it a certified used car) would show the car had been in an accident. I was specific in not buying a wrecked car... November 1st I went in to carmax to get an appraisal on said car, Decent offer (not great or terrible). November 3rd I went to another dealership to get another appraisal on talk about trading in the car. The dealership (livermore toyota) ran the carfax and found it saying "accident reported 10/8/09". I took it to a body shop (cooks collision in tracy) the next morning and they found right front impact damage including missing parts, peeling paint, signs of repaint, taped together bumper absorber foam and a cracked impact bar behind the bumper... Had it inspected at carmax modesto and talked to a manager named "Francis", In both times of having the car inspected they found the clear signs of an accident in less than 10 minutes... I didn't buy a wrecked car, Had the 125+ point inspection informed me of the accident I would have not purchased car. I bought the car with a warranty and even tossed in a extended warranty for $1400 I can prove this damage was there before the car was purchased by me and that the inspection was not carried out properly or the damage was ignored by ways of having the Modesto carmax take care of a few concerns I had with the car that was not up to "CQC" standards which included a chipped headlight lens and crooked front bumper cover. Carmax has offered to replace just the bumper support, But no monetary compensation on the fact the 125+ point inspection was not carried out on my car to Carmax's standards they advertise would suggest or that I was told and shown a clean history of the car before buying it. It is possible the inspector saw of the damage and failed to report it as well.Location: 2955 Auto Mall Pkwy, Fairfield, CA 94533Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: To have the car purchased back from me for what I paid for it and what I put in to it. Totaling $32,050.73... I would be willing to entertain a reasonable negotiation. I was promised the car had not been in any sort of an accident at time of purchase, that the inspection would of noted previous repairs that clearly were not carried out thoroughly.

Business

Response:

November

30, 2015

[redacted] Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2009 [redacted] (VIN: [redacted]

the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the complaint

received in your office from Mr. [redacted] regarding his purchase of the Vehicle

from CarMax of Modesto, CA (“CarMax”) on February 27th, 2015. In his complaint,

Mr. [redacted] requested that CarMax initiate a full refund of his purchase price

due to the Vehicle history.

After approximately 8 months since

purchase and approximately 13,977 miles added to the Vehicle, CarMax completed

an appraisal for $17,000.00 on November 1st, 2015. Mr. [redacted] subsequently

contacted CarMax Customer Relations on November 4th, 2015, after

having the Vehicle appraised at a third party location; at that time Mr. [redacted]

stated that there was an accident reported on the Carfax vehicle history report

and that the Vehicle had existing frame damage. This accident was not listed on

the AutoCheck vehicle history report that CarMax provides each customer at the

time of purchase.

CarMax then offered to complete a

full inspection of the Vehicle, with Mr. [redacted] present, to look into the

concerns of both frame and accident damage. Upon inspecting the Vehicle on

November 4th, 2015, CarMax found a cracked impact bar on the Vehicle,

which is not an indicator of frame damage. CarMax offered to have the impact

bar replaced at a shop of Mr. [redacted]’s choosing, at no cost to him. Mr. [redacted]

declined this offer and requested a full refund of the purchase price of the

Vehicle.

CarMax

guarantees that every vehicle presented for sale is free of both frame and

flood damage; however, CarMax does not guarantee that every vehicle sold is

accident-free. CarMax provides a vehicle history report on each vehicle

available for sale so that the customer is aware of all available information

prior to purchase.

If Mr. [redacted] would like to sell the

Vehicle, the appraisal offer initiated on November 1st, 2015, still

remains. CarMax will not be participating in any refund for the Vehicle as any

return time period has expired. In the event Mr. [redacted] has any further

questions, he is welcomed to contact me at 1-800-519-1511, ext. 82505.

Sincerely,

Analyst,

CarMax Customer Relations

Consumer

Response:

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

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

Regards,

They offer to fix the existing damage but offer nothing for the fact I was lied to in purchasing a wrecked car or the significant amount it has devalued since carfax is reporting the accident. I would not have bought the car if the 125+ inspection was carried out or completed properly. It would of indicated the cracked impact bar and fixed the missing pieces in the bumper and possibly even noted that it had right front end repairs.

Review: After purchasing the vehicle, physical evidence was discovered that was confirmed by a factory OEM [redacted] service center that the vehicle had been involved in an accident. A number of mechanical issues and paint overspray found on the exterior surface of the vehicle were determined to the the result of a repair to an accident vehicle. I requested a refund from Carmax for all mechanical repairs made and also request a partial refund on the sales price of the vehicle due to loss of value from the accident.Location: Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: An equitable and agreed upon refund amount to recover loss value for the accident vehicle and to address future maintenance issues that may arise as a result of the accident.

Business

Response:

January 29th,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted] (VIN:

[redacted] the “Vehicle”)

2012 [redacted]

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Mr. [redacted] regarding his purchase of

the Vehicle from CarMax of Southlake, GA (“CarMax”) on August 26th,

2015. In his complaint, Mr. [redacted] requested a refund on depreciated value of

the Vehicle based on Mr. [redacted]’s belief that the Vehicle was previously

involved in an accident.

At the time of purchase, CarMax

provided Mr. [redacted] with a vehicle history report for the Vehicle. There were

no accidents listed at that time. CarMax inspected the Vehicle with Mr.

[redacted] in approximately the beginning of January 2016. CarMax found no

evidence of any accident damage on the Vehicle. Additionally, CarMax reviewed

multiple vehicle history reports with Mr. [redacted] and found no accidents listed.

There was also no frame or flood damage present on the Vehicle, which CarMax

guarantees at the time of sale.

CarMax explained to Mr. [redacted]

there has been no depreciation on the value of the Vehicle outside of routine

usage.

CarMax will not be offering any

refund for lost value which Mr. [redacted] references. In the event Mr. [redacted]

would like to sell the Vehicle, CarMax would be happy to complete an appraisal.

In

the event Mr. [redacted] has any questions about this, he may contact me at

1-800-519-1511, ext. [redacted]

Thank you for providing CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

Analyst,

CarMax Customer Relations

I brought two cars from Carmax in Charlottesville,Va. A 2005 [redacted] and a 2006 [redacted]. The [redacted] had quite a few problems but the service intake guy([redacted]) and his boss hung in there and were able to get the problems fixed. [redacted] was very nice and so was his boss. The [redacted] had a turn signal bulb blow out. And still has air sounds. But the air sounds after several trips to the Carmax seem to be inherant to this car. And the expense to replace the gaskets just could not be justified. Other than tge air noise I love this car and and the [redacted](after all the problems were fixed on it).

The most unethical bunch of liars!!!! My daughter applied for financing for a CarMax car and was approved. Gave the salesperson her paystub for verification. We went in to get the car, were shown the approval on the computer screen with a $729 deposit, and were told we needed to prove we added insurance on it before we could leave. Called our agent, added the car, and had them fax verification. Were then delayed by salesperson for about an hour, then told she had entered the income verification based on hours currently worked, but the bank wanted last 5 months wages instead. Were told that now to get the car, my 19 year old daughter would have to come up with an additional $4000. Unapologetic, assumed no responsibility, and left us with a car on my daughter's insurance which she could not buy. Slimeballs!!! Do not use this business!!!

Review: In May 2012 I purchased a vehicle ([redacted], VIN # [redacted]) from CarMax in [redacted]. The purchased was based on the automobile inspection and warranty details that were provided by CarMax on May 15, 2012 (attached fax to me from CarMax). One of the key items of information that I requested and was provided is the vehicle OEM Warranty expiration date. The date was provided by CarMax (who was the vehicle owner) as January 23, 2015. Based on that information I subsequently paid to transfer the vehicle from out of state to the [redacted] CarMax. This charge was $399. Based on the visual inspection of the vehicle when it arrived, I purchased the vehicle with a total cost near $40,000. I also declined the aftermarket Warranty extension based on the information provided by CarMax that the vehicle OEM Warranty did not expire until January 23, 2015Desired Settlement: Refund of the $399 Vehicle transfer fee I paid based on incorrect infomation on the inspection report and cost of an aftermarket Warranty that I decided not to purchase based on the false information provided. The cost of the aftermarket Warranty I estimate at $1500.

Business

Response:

11 November 2013

Re: [redacted], Complaint #[redacted]

[redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the manufacturer’s warranty on the Vehicle purchased from CarMax of [redacted], on 24 May, 2012. In his complaint, [redacted] advises that prior to purchase, information provided by a CarMax associate on the expiration of the warranty influenced his decision to request the transfer of the Vehicle, and to decline the purchase of an “aftermarket warranty.” He requests a refund of the transfer fee he paid, and an additional $1500 to cover the cost of an aftermarket warranty.

For purposes of clarification, the aftermarket warranty to which [redacted] refers is a MaxCare Extended Service Plan, offered only at the time of sale of a vehicle at CarMax and administered by a third party.

A review of documentation at the time of sale of the Vehicle confirms that [redacted] was misinformed as to the manufacturer’s in-service and warranty expiration dates for the Vehicle. In consideration of this, CarMax agreed to refund the $[redacted] transfer fee.

CarMax regrets the miscommunication and appreciates the opportunity to resolve the concern. If you have any questions, please contact me directly at [redacted] extension [redacted].

Sincerely,

CarMax Customer Relations

cc: [redacted] CarMax of [redacted]

[redacted], Location [redacted], [redacted]

Review: I had to have my vehicle towed to the dealership on Thursday December 4th due to a overheating issue. They were unable to have the vehicle looked at until Monday the 8th. I was advised my appointment time for my car was 11am. Prior to I urged them to have a tech look at my care due it not requiring a whole hour to diagnose. They advised me they have to take a hour to look at it. On Monday the 8th I received a phone call at approx 1130am stating they have reviewed the car and submitted everything to my extended warranty group, ordered the parts and they would be in on Tuesday the 9th. Tuesday the 9th I received a phone call stating the parts are there and tech will begin work on Wednesday. Wednesday I received a call stating that they had a tech call in sick and the tech was not able to start on my car at the time desired and will not be completed on the 10th. I was advised my tech was shifted to cover the cars scheduled to come in today (did not specify what kind of work to be done). I called backed and was quite angry with the fact that my tech was pulled to cover other vehicles when my vehicle was already in there and scheduled for work to be done and they could not reschedule those individuals for a later time. I asked if their techs are hourly or flat rate and was advised paid hourly. It is not my fault they are short staffed of techs and they have a poor scheduling design. I paid for my vehicle like everyone else and should have it fixed in a timely manner.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to have my $200.00 refunded for the deductible of my extended warranty of having to pay. My vehicle was not serviced in a timely manner & had to go several days without a vehicle before they could even look at it scheduling wise.

Business

Response:

January 23, 2015

Review: Dec 1 2013 I went to CarMax to purchase a vehicle. When the salesperson invited me to get in the car to take it for a ride the car would not start. The salesperson stated someone probably left the radio on and it needed a jump. Car worked and I took it home. I drove the car to work Dec 2, 2013. At 5 pm when I was off work I got in the car and it would not start. I had to have CarMax send a tow truck to tow the car to the dealer. On Dec 3, 2013 CarMax told me the car was ready. CarMax supposedly put a new battery in the car. The car was fine until Dec 25, 2014 when I got in the car and it would not start. I had to get a jump to get home. I took the car to Car Max for a B Service on Jan 19, 2015. I advised the underwriter that the car had not been starting. He told me they could not check that because it is a Service B and they only allot so much time so I would need to reschedule for that problem. The following day Jan 20 I got in the car to go to work and the car would not start. I got a jump and went to Auto Zone to purchase a new battery. AutoZone stated the battery did not appear to be the problem but the battery was so low he could not charge it to see if it was the battery or the alternator causing the car not to start. On Jan 21, 2015 I took my car to the ** Dealer in Ontario for the problem of it not starting. The dealer discovered battery acid on the side of and underneath the battery and on some of the wires. ** Dealer advised me my car was unsafe to drive and they could not put the old battery back in the car or a new one in because it could start a fire. They advised me to call Car Max. Either the battery Car Max originally had in the car when it would not start or the new battery they put in the car caused battery acid to burn through the electrical wire and now I am out of a car. I called Car Max and the Service Manager [redacted] blew me off. She told me to call her back the next day and she is unavailable every time I call. The Service Manager from ** Ontario also called her two days in a row and she has not returned her call either. I left a message for [redacted] the [redacted] with no response. Each time I call the Operator states they will "reach out to me" and nothing happens. I want Car Max to fix my car. I have a warranty from [redacted] and I paid Car Max nearly $3000 for the Max Care Extended Warranty and Car Max is avoiding me on every level. I need help. I am out of so much money and it keeps growing. I would like my car rental charges reimbursed, and my car fixed under the warranty. Car Max failed to correct the starting problem from the beginning. If the corrosion was already on the car they should have battery Car Max should have seen it and taken care of it. If the corrosion was not on the old battery, Car Max put a bad battery in my car that has caused it to be inoperable and unsafe. [redacted] the Service Manager stated the warranty on the battery was only 5,000 miles. She did not give me an appointment, told me to call her the next day, and avoided all of my telephone calls the next day as well as the telephone calls from [redacted] the Service Manager at ** Ontario. I asked for another service manager who never came to the telephone. I was pacified with "the service managers are aware of the problem and they will reach out to you today." It never happened.Desired Settlement: I want Car Max to fix my car. I have a warranty from [redacted] and I paid Car Max nearly $3000 for the Max Care Extended Warranty and Car Max is avoiding me on every level. I need help. I am out of so much money and it keeps growing. I would like my car rental charges reimbursed, and my car fixed under the warranty and the$157 diagnostic that I paid the ** dealer reimbursed. Car Max failed to correct the starting problem from the beginning. If the corrosion was already on the car's battery Car Max should have seen it and taken care of it. If the corrosion was not on the old battery, Car Max put a bad battery in my car that has caused it to be inoperable and unsafe. I want Car Max to fix my car correctly and not say they checked things which they have not. During the B Service they stated they checked the lights yet my low beam light had gone out and they were not aware in their checking that the bulb was blown. There was no light yet Car Max charged me 189. stating the lights were fine. They have done this same practice with the light and now with the battery. I am tired of these dealers taking advantage of consumers.

Business

Response:

January 29, 2015

Review: I bought a car then I found out the gas cap does not open. I had to save gas all week to make it to a day when I could bring car back in then they had to order part (I have to work). More time I have to take out of my schedule to get the car fixed. They told me to just get another person when I have to get gas to pry it open (I am a social worker) I am not always with someone to get gas. How did they ok this car out for sale when it was not to code. I am now wondering if I should bring it back under 30 day warranty then go some place else to buy a car. I am now worried that they missed something else and the car will break down soon.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: at least this location could refill my gas or give me another service or add on due to the major inconvenience. They said no they could not compensate me or provide some compensation like an add on, tinted windows or fill up the gas. I now have to try keep prying the opener open and it takes two people to do it! I am a social worker so being able to get gas is essential. This has not been a happy experience with CarMax.

Business

Response:

Re: MS. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in your office from Ms. [redacted] regarding the [redacted], [redacted], (the “Vehicle”) that was purchased on or about February 7, 2015 from the CarMax store located in [redacted], California (“CarMax”). In this complaint, Ms. [redacted] is requesting compensation for her inconvenience.

According to our records, CarMax has been in communication with Ms. [redacted]. CarMax serviced the Vehicle on or about February 17, 2015. During the visit, a new fuel door spring was installed to resolve Ms. [redacted]’s concern with the gas cap.

CarMax is offering to cover the cost of Ms. [redacted]’s first oil change as the settlement request as set forth in the complaint. It is required this oil change be completed at CarMax. Ms. [redacted] should contact service manager, [redacted], at [redacted] extension [redacted] to make those arrangements.

CarMax appreciates the opportunity to respond to this complaint, and considers the gesture of goodwill resolution.

Please call me at [redacted], extension [redacted], if you have any questions.

Sincerely,

Analyst, Customer Relations

Consumer

Response:

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

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

Regards,

Review: On 1/5/2015 at 10am I ([redacted] ) went to car max on [redacted] San Diego ca.and had an appointment to have paint work repaired on a [redacted]. I was helped by [redacted] and gave her my keys and signed the paper work and she told me they couldn't give me a ride home or a loaner vehicle because the 30 day warranty period had expired I then explained to her that the problem was caused solely by car max. she told me she would ask a supervisor what could be done. A few minutes later [redacted] came out I told him what had happened and that the problem was a faulty repair that was covered by the warranty and wasn't repaired in a proper manor . he told me they where not going to give me a car and would only drop me off, again I explained to him this is solely caused by carmax and it should have been repaired the first time he began to make excuse and and began to be rude I told him to call a supervisor who can authorize a pick he told me he want going to call anybody he said they may pick me up but he wont guarantee anything so I told him I didn't believe you he then slammed my car keys on the counter said "where not going to fix your car!" and left also there is a yellow sticker on the driver side door jam that states the vehicle has been modified and say the load carrying capacity has been changed if they cant answer what the ratings are as the spaces are blank they need to send it toi the dealer to be inspectedDesired Settlement: [redacted] needs to be removed from his position as he cant deal effectively with customers also cant control his anger slamming a customers keys on the counter is not acceptable carmax needs to fix the vehicle and provide a loaner vehicle this issue was under warranty and at carmaxs' fault it was never fixed properly if carmax doesn't want to fix the car they can pay to have it fixed at a shop of my choice and pay for a comparable car rental while the vehicle is fixed as they yellow sticker on the door jam needs to be addressed what are the ratings and what has been modified if they don't know they need to send it to the dealer to certify its safe and what has been changed along with what ratings have been changed

Business

Response:

[redacted]

Review: Ever since I had the car it has given me problems this is like the third time I brought it in and the service department is not nice I have to drive from Waterbury to Hartford ct to have them fix it so I'm frustrated my parents called and spoke to [redacted] clearly the manager and he said that I came in threw the keys on the counter and said fix my f[redacted] car... When first I left the car running and I never said that I got aggravated when the mechanic had a wise comment and mike cleary defends his workers and said that I was irrational all I wanted to do was tell them what's wrong and drop off the car and give me the rental I had to go to work but nothing went smoothly they are not helpful and not nice carmax is nice when buying a car but repairs are a problem they lie and I had purchased the car in February why do I still have to bring this car back for things that were wrong when I purchased it 14,000 dollars is a lot of money and I just want the repairs that should have been done before I drove away with the car and I lost time at work because I should have been in and out drop the car off this is what's wrong and drive off in the lonerLocation: Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I just want to be treated with respect and an apology I'm stressed out paying 14,000 for a car that I keep bringing back there they should understand

Business

Response:

May 5, 2015

Devan [redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Mr. [redacted] regarding the [redacted],

[redacted], (the “Vehicle”) that was purchased on or about February 13,

2015 at the CarMax store located in Harford, Connecticut (“CarMax”). The Vehicle was purchased with 88,229 miles

on the odometer and did come with a CarMax Limited 60-Day Warranty. In this complaint Mr. [redacted] is requesting an

apology and to be treated with respect.

According to our records, CarMax has been in communication

with Mr. [redacted]. The Vehicle was first

serviced on or about March 30, 2015 to address cosmetic concerns with the

dashboard and headlight, replace a missing auxiliary port in the center console,

replace a license plate bulb, and complete an oil change. All repairs were addressed, and a part for the

dashboard was ordered. The Vehicle was

next serviced on or about April 20, 2015 to install the dashboard part, and address

a check engine light concern. CarMax

issued a loaner vehicle, replaced the dash pad and gaskets, and addressed an

intake leak. Mr. [redacted] then informed

CarMax on or about April 28, 2015 that the check engine light came back

on. CarMax arranged for a tow and a

loaner vehicle to be delivered to Mr. [redacted].

Our records indicate that the Vehicle has been ready for

pick up since April 30, 2015. CarMax has

requested that Mr. [redacted] return the loaner vehicle and pick up the

Vehicle. Mr. [redacted] has not been charged

for any repair costs outside of the regular, routine maintenance oil change

requested, as other concerns have been covered under the CarMax Limited 60-Day

Warranty.

CarMax regrets that Mr. [redacted] feels he has not been treated

with respect. CarMax does strive to

provide an unrivaled customer experience.

CarMax is offering to appraise the Vehicle if Mr. [redacted] is still

dissatisfied with his purchase.

CarMax appreciates the opportunity to respond to this complaint.

Please call me at [redacted], extension [redacted], if you

have any questions.

Sincerely,

Analyst, Customer Relations

Consumer

Response:

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

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

Regards,

Review: I bought a 2011 [redacted] from this store and every time it rains it gets soaking wet inside. They don't want to give me back my money or exchange

About a month ago, my wife and I bought a 2011 [redacted] from this store. Less than a week after we purchased the vehicle, due to the nonstop rain here in Miami, the car started to get wet inside. This particular model has everything electronic including a GPS system. We took it to the store and were very upset since they had not informed us that the car had any trouble nor accidents. They promised to fix the problem if we would leave the car with them. After we received a our car back, I noticed that the paint on the drivers door was kind of smudged and it just so happened that during those days it started raining again. The car was so wet inside this time that my wife had to park it under our terrace because she was afraid it wouldn't even start in order to take it back to the dealership again. I once again, took it back to the store and this time they promised to do the take care of the problem for good, but I no longer trusted them. I told them I didn't want the car anymore and that I could not believe that such a vehicle could've passed their 130-point inspection. It obviously went through some major incident that they failed to disclose at the time. This has been happening every time it rains. I just cant have my wife drive to the dealership every time it rains for them to just give her a loaner car and say they fixed it only for us to find out days later when it rains that it has not been fixed. I am just amazed at how a company that claims to be the number one dealership in America and advertises how they do not scam people by selling them re-built cars with clean titles just did the exact thing to me for no less than $27,000. It has been a month and they still refuse to take back the car and cancel an agreement that they have not fulfilled. I promised to pay the money for a car that on paper looked beautiful. My wife even asked them to please, let us find another car within the same price range to exchange it but they refused to. I no longer trust them to buy anything from them. I just hope that you see what they are doing to real people that go to them seeking to do an honest trade.

Thank you for reading my long story, and God knows I hope you can please help me, because I don't know where else to go and I can not pay a $27,000 loan and not receive my money's worth. I am a 61 year old man who barely speaks English and but I will not be taken advantage of.

Sincerely,

[redacted]Desired Settlement: I want them to cancel the purchase agreement we entered into because they did not comply with it.

Business

Response:

June 12, 2013

Review: I traded in my 2007 [redacted] for a [redacted] around Apr 29, 2013, I decided not to keep the [redacted] within the 5 day return policy so I returned it. Afterwards, I was informed that I would not receive my [redacted] back because they had already shipped it to their headquarters office in Alabama. I informed them that was told by the sales clerk that I had 5 days to make a decision as if I wanted to keep the [redacted], they refused to honor their return/refund policy. I made a down payment of $1,494.64 which was not returned to me but applied to what I still owed towards the [redacted]. As of the date, the [redacted] has not been returned to me, nor my money, and has not been paid to the lien holder [redacted] so I am still responsible for the debt. This is unfair and illegal business practices. I have read the contracts. I did not sale my vehicle to them as they where stating it was trade-in.Desired Settlement: I would a refund and to have my [redacted] returned to me immediately.

Business

Response:

June 18, 2013

Review: I purchased my vehicle from Carmax about a year ago and had another bank financing it until two months ago. My car was purchased back by Carmax auto financing without any notification. I paid my March carnote and it was returned to me by mail the next week. Like any concerned person would I called to for an explanation. I was told by my bank that the loan was purchased back by the dealer and to call them for details. I contacted Carmax and there was no account information for me. For three days I called back and forth between my bank and Carmax to try and figure it all out. I was never helped any further by anyone in Carmax, but rather treated as though I was a maniac that was making a story up about owing a payment. Finally a supervisor from my bank agreed to call Carmax to speak with them and figure out why was there a check to my bank for pay off, but no account information. For a MONTH no one could explain anything! It was the most stressful and unprofessional situation I have ever experienced, my trust was lost. After about 5weeks I started to get delinquent letters in the mail from Carmax backed dated to my very first payment. I called and no one knew what I owed but wanted me to make a payment towards the balance. I expressed that I would not be making a payment until the account was corrected and reflected the correct balanced owed (which was two mths past due). Another week passed and I received a call from the repossession department asking when I would make a payment. At this point I was livid, after all of the stress I had gone through with the harassing letters and now my account had been sent to repossession. The supervisor was unconcerned with how the account was handled. To make matters more confusing shortly after speaking with the supervisor of repossession department I received the title to my car. I regret purchasing my vehicle from such a unprofessional establishment.Desired Settlement: I was truly disgusted in the way my account was handled and have never made a late payment on my vehicle. I would like Carmax to pay for the poor handling of my account by a refund or credit of my first payment to Carmax Auto Financing.

Business

Response:

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by [redacted]. To summarize, Ms. [redacted] is concerned with the quality of the service she received following our acceptance of the assignment of her retail installment contract. Please find my response below.

Ms. [redacted] financed the purchase of a 2009 [redacted] from the CarMax Auto Superstores, Inc. location in Houston, Texas (CarMax). The retail installment contract (Contract) executed by Ms. [redacted] was subsequently assigned by CarMax to [redacted] Auto finance ([redacted]). Following a quality assurance review of the transaction documents, including the documents provided by Ms. [redacted] to satisfy the stipulations associated with the finance offer, CarMax was obligated to repurchase the Contract from [redacted]. In order to continue servicing the Contract, CarMax assigned the Contract to its affiliate, CarMax Auto Finance. Enclosed is a copy of the notices provided to Ms. [redacted] regarding the assignment. We acknowledge that we could have done a better job in managing Ms. [redacted]’s account as we waited for the transfer of her payments from [redacted]. As a result, Ms. [redacted] received a collection letter, and when she initially called us to inquire about her account the associate she spoke to was unable to answer all her questions.

We apologize again to Ms. [redacted] for the customer service experience. We regret that we cannot honor Ms. [redacted]’s request for a refund of her first payment; however, we would like to reassure Ms. [redacted] that we are taking steps to address this opportunity. Ms. [redacted]’s payments to [redacted] have since been received and applied appropriately to her account. At this time, we are working with Ms. [redacted] to update the certificate of title to show our security interest in her vehicle. As always, we thank you for bringing this matter to our attention and affording us the opportunity to respond. If you should have any further questions or concerns, please feel free to contact me at [redacted]. Thank you.

Sincerely,

Senior Corporate Counsel

CarMax Auto Finance

Enclosures

Review: On Sept 7th I took my family to CarMax to find a new car for my daughter. After finding a [redacted] that she really liked and seemed to be a sound car at a good price we finalized the deal and took it home. We were told that the accident on the [redacted] report was a minor fender bender and that CarMax wouldn't sell us anything that had severe damage. The next day we noticed a difference in color between the fender and bumper. We called CarMax and we were told the car wouldn't have been sold to us if it had multiple replacement panels. After taking the car to my mechanic we were told that it had been in an accident that left a piece of metal lodged in the radiator, fenders, bumper, and other parts replaced. My mechanic did not recommend keeping the car. We used the 5 day return policy to return the car at which time I was asked by a salesman if I had been in an accident within the 5 days and was returning the car damaged. Humorous right? He was serious. I explained that it was sold to us with false information. The manager explained they only hold back from selling cars with frame damage. We were offered the option to find another car. After walking the lot with a sales woman that seemed put out to help us we decided to return the [redacted] for a refund on our down payment. Much to our surprise the policy for returning money is 2 weeks because it goes through corporate offices (This is not acceptable). After looking at the paperwork from the financing we found that a car sold to us at $[redacted] was being financed at $[redacted] and that did not include the $** we put down as a down payment. The next day we called and complained about both issues and our resolution was no explanation for the additional cost and they will get the return down payment back in 2-3 days to make us drop our complaint with the Revdex.com. I will not do business with CarMax again and I highly encourage others to be cautious about the cars there and finalized paperwork having added cost. We made sure the extra $** added was not a warranty option or any other options offered. To this day we do not have an answer from CarMax on this matter.Desired Settlement: Post the delayed refund out in the open. Let customer's know about this processing practice. Explain the additional charges that were being added to the overall finance amount that has not been explained.

Business

Response:

October 4, 2013

Review: On January 1, 2014, I visited the CarMax Used Car Company in Memphis, TN. I was interested in purchasing a [redacted], orange. I had my obviously, young adult, college student, son with me. I agreed to allow my son ([redacted])to test drive the vehicle. The salesman asked for his drivers license. After the test drive, I told the salesman that I wanted to purchase the vehicle. I gave the salesman my personal information. However, he insisted on running the credit check on my son. I objected to this and expained that I was purchasing the vehicle and not my son, who has no credit history. He took the information from my son's drivers license and ran the credit check on my son. I'm really not sure if he ran the check on me although I am the one who consented to the credit check. He even asked my son if he had a credit history and my son replied that he did not. After performing the credit check the salesman said that CarMax would finance the car at 5.5% interest. I asked the salesman about the rates of other financiers. He said CarMax was the only one to approve the credit. I asked to speak with a manager. Some man came in and immediately backed up the salesman's decision to run the credit check on my son. My son, nor I consented to this action. Now, there is a transaction on his credit that was not authorized. I left the dealership. The next day, I went to my credit union for financing. I showed her the advertisement on the [redacted] from CarMax and one from another dealership. She strongly suggested I not conduct business with CarMax and I did not even share my experience with her. I was approved for 1.69% financing by the [redacted]. There seems to be something very sinister and unethical about insisting on selling and performing a credit check on my son when I was the person wanting to purchase the vehicle. This practice needs to be investigated. It just doesn't seem legal and or ethicalDesired Settlement: I would like this matter investigated. I believe my son and I may be entitled to some type of compensation for the unauthorized transaction on his credit record and for the unjustifiable refusal to allow me to purchase the vehicle based on my excellent credit history.

Business

Response:

February 4, 2014

Revdex.com Serving Central Virginia

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE: Consumer Complaint of [redacted]

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by [redacted]. In sum, [redacted] is concerned that we did not allow her to finance the purchase of a vehicle without her son, [redacted], being a party to the contract and that we obtained her son’s credit report without his consent.

Our records show that on January 1, 2014 [redacted] and [redacted] visited the CarMax Auto Superstores location in Memphis, Tennessee. [redacted] indicated to the sales consultant that she would like to purchase a vehicle for [redacted]. After [redacted] completed a test drive on a [redacted], [redacted] attempted to finance the purchase of the Vehicle on behalf of [redacted].

Please know that in order to properly evaluate credit risk and ensure the underlying security interest is protected, the financial institutions that purchase retail installment contracts from CarMax require the driver of the vehicle to be a party to the contract. Accordingly, we asked [redacted] to submit a credit application. Contrary to [redacted] allegation, [redacted] authorized CarMax to obtain his credit report. Enclosed for your review is a copy of the Credit Consent forms executed by both [redacted] and [redacted] acknowledging that they wish to enter into a credit transaction and authorizing CarMax to obtain a copy of their credit report. The relevant sections of the form are highlighted for ease of reference.

In response to [redacted] allegation that we submitted a credit application for [redacted] using only information obtained from his driver’s license, please know that in order to obtain a credit report from any of the credit reporting agencies our system requires the input of a social security number in addition to other personal information. [redacted] social security number is not disclosed on his driver’s license so he had to have provided his social security number to the sales consultant.

Thank you for bringing this complaint to our attention and for the opportunity to respond. We hope that the above explanation adequately addresses [redacted] concerns. If you have any questions or concerns, please do not hesitate to contact me at [redacted], extension [redacted].

Sincerely,

Paralegal

CarMax Auto Finance

Enclosures

CC: [redacted]

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.

Thank you looking into this matter. I do not wish to take it any further. However, I still don't quite understand why I was not allowed to purchase the vehicle for my son based upon my credit alone. They allege it was to ensure credit reliability. However, I have excellent credit. I bought a car from CarMax before. Paid it off early. Their loss. I bought a new car from another dealership without the sleeziness I experienced at CarMax.

Review: We purchased the car 10/01/2013, we should have taken the fact that the tires were not right during the test drive but we took it as "the weight was throwing the balance of the tire off" Easy fix right!?...it was in for repair 10/05/13, sometime in November, again in December and still not corrected. The problem seems to be the front end, steering, tires alignment. It pulls to the left/right. Theres a loose rattling noise, all these things that have been "repaired" already! Suposedly there has been 2 alignments, 4 new tires a new wheel and some kind of bearrings replaced...and it still is not correct.

I would like someone to take this vehicle home and drive it for the weekend with their family and tell me everything is okay! Sometimes wish I had my [redacted] back. We've puchased 3 vehicles through CarMax and have never been dis-satisfied like this. COMPLETELY EMBARRASING, when someone asks "hows your new car do you love it???" What can we say...Desired Settlement: I am tired of being embarrased, having a loaner/rental car. Tired of making payments on a $16,000 car that is just not right and should not have been on the showroom floor to begin with! I want to be placed in a car that is equivelant to the purchase price of this vehicle. Nothing but problems since day 1.

Business

Response:

January 24, 2014