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CarMax , Inc. Reviews (1863)

Review: I got my car from CarMax in Orlando, in 2009.. a [redacted], 2003 with a 33 k miles..since when I got the car, I took back to the shop at least 20 times, every two months , basically.. so, the last time, on August 7, I took my car because both my driver side windows weren't working, my abs light was on, my car was overheating and the ac wasn't working... on August 14 I went back to get my car, because was " ready".. my window wasn't working and they broke a part of my panel, and never told me.. the window that they worked on it, when they removed the panel, they didn't put back right, so my car looks like is 30 years old... they never cleaned my car, I have stains outside and inside my car, my car was nasty ... so, my car still in the shop, they gave me a loan car, nobody ever call me to let me know when is my car is going to be ready...I have spent over $ 2,000 on my " deductibles ", on the past 3 months was $ 190 alone... I though was a good thing buying a car from CarMax, now, I only own $200 on my car , and I would never buy from CarMax again..Desired Settlement: I spent over $2000 on my deductble from CarMax, only in the past 3 months I spent over $200... my car is been in the shop since August 7... Please check how many times I had taken my car to fix... CarMax dos NOT sell good cars.. I ant my money back..

Business

Response:

September 26, 2013

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint received in your office from

[redacted] regarding the [redacted], [redacted] (the “Vehicle”) that she purchased on or about

March 31, 2009 from the CarMax store located in <[redacted] In this

complaint, [redacted] is requesting a refund of monies spent for deductibles.

As stated in her complaint, [redacted] has taken her vehicle to CarMax on several occasions for various repairs:

1. May 22, 2009-There was a water leak-CarMax repaired at no cost to

2. May 4, 2010-Air conditioning lines and a blower motor resistor were replaced-Repair was completed-[redacted] paid the $[redacted] deductible (this is customer’s responsibility as part of the MaxCare Extended Service Plan that [redacted] purchased when she purchased her vehicle).

3. June 27, 2011-Air conditioning control, serpentine belt, crank shaft pulley, and a switch in the driver’s side door was replaced. [redacted] paid the $50.00 deductible.

4. July 11, 2012-Window regulator and motor assembly were replaced-

[redacted] paid the $50.00 deductible.

5. August 07, 2013-Driver’s front window motor replaced and a $39.60 fee was charged to diagnose an overheating issue that CarMax was unable to duplicate. Other than the diagnostic fee, [redacted] paid the $50.00 deductible.

6. August 23, 2013-Replaced driver side rearview mirror and trim cover-No cost to

[redacted].

7. September 12, 2013-Repair completed for the air conditioner. No cost to

[redacted].

CarMax acknowledges that [redacted] has had concerns with her vehicle; however, [redacted] did purchased the MaxCare (Extended Service Plan) which has been beneficial in keeping her out of pocket costs at a minimal amount. CarMax has been unable to verify the amount that [redacted] stated as her total out of pocket expenses.

CarMax appreciates the opportunity to respond to this complaint, however, CarMax is declining [redacted] request for a refund.

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

Sincerely,

Analyst, Executive Response Team

Review: I purchased a Vehicle on April 26, 2014 and my vehicle registration was due on 9-26-14 which mean from the time I purchased my vehicle I only got 4 months of registration. Out of $ 180 dollars of tax and license fees they only sent $30.00 dollar to [redacted] to transfer my title. My registration on my vehicle is $163.00 which should have been paid at the time of purchase.

Product_Or_Service: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my $500 dollars that I put down and any fees that was paid towards any tax and license should refund.

Business

Response:

October 7, 2014

Review: My son wanted to buy a car and asked me to co sign for him. I drive a truck for a living and was out of town when the sells lady and my son found a car I told them that the cost was to much for him. She told me on the phone that it wasn't going to be to much. So they [redacted] me the papers to sign and I was never sat down with on anything about the sell. So my son lost the carDesired Settlement: Nothing has been done? All they do is call 3 to 5 time a week wanting the money

Business

Response:

September 20 , 2013

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

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 had my vehicle dropped off on May 7th for six separate issues which involved over heating and electrical issues with my vehicle. When I dropped the car off I was aware the battery was having to be jump started because the electrical issues were killing the battery. The electrical issues included door locks not working, lights not shutting off, and so forth. I was told the Body Control Module needed to be replaced. That was told to me by a different mechanic. The day I dropped the vehicle off the rep. called me and said the battery was dead. After I told him I knew it had to be jumped because of the electrical issues he told me they would not do anything to the car until the batter was replaced. They wanted more than twice what a battery costs to replace it. I drove to the dealership took my battery, took it to a auto parts store, they charged it and I put it back in my vehicle the next day. Almost two weeks after I dropped my car off it was ready. They only thing done was a radiator and FM module for the DVD player. They also charged me $99.00 because they said I dropped it off for a "customer states engine no start" which is not true. The car was never there for that. It was there for the electrical issues. Then they charged me another $99.00 to tell me they wanted the battery replaced. I never dropped the car off for that reason. The reason the battery was dead all the time was because of the electrical issues which they did not fix. I am going back to the other mechanic and will pay him to replace the BCM because Carmax did not fix the problem. They also have refused or failed to call me back several times in reference to this issue.Desired Settlement: I want the $198.00 for the battery issue refunded to me. The car was not taken there for this reason it was taken for the electrical issues which carmax did not fix. Carmax added this as a concern after I dropped it off even though I never said any of this and have the paperwork to prove it. I just want the $198 back so I can pay for the repairs to be done correctly.

Business

Response:

Re: Mr. [redacted]

Dear Mrs. [redacted]:

I am writing in response to your letter dated May 23, 2013, wherein you forwarded a complaint from Mr. [redacted]. Mr. [redacted] requested in his settlement CarMax reimburse him the $198 from a previous repair visit.

Mr. [redacted] purchased a 2005 <st1:placename w:st="on">[redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in Oklahoma City, Oklahoma (“CarMax”) on or about August 19, 2011.

On or about May 7, 2013 Mr. [redacted] brought his vehicle to CarMax for overheating and electrical concerns. CarMax completed a charging system diagnostic. Mr. [redacted] agreed to allow CarMax to complete all the needed repairs found except for the alignment and replacement of four tires. Mr. [redacted] was charged $198 for the visit.

After CarMax researched the charges it was noticed that the wrong item was billed out to Mr. [redacted] causing some confusion. As a gesture of goodwill on or about June 5, 2013 CarMax mailed check number [redacted] in the amount of $[redacted] to Mr. [redacted] for reimbursement of his repair visit.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience Mr. [redacted] may have experienced and considers this as being resolved.

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

Sincerely,

Analysts, 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: [email protected].

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: 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: 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

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: 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.

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: We purchased a car at CarMax. Soon after walking out the store, we realized that the interest rates that were given to us were 10 times higher than what we actually received from another lender. The purchase of the vehicle had a grace period of three working days for return. At closing, we were specifically told that nothing would have happened until these three days came to an end (down-payment would not be cashed, loan would not be transmitted etc). It was a Saturday night when we purchased the car and the next Monday (less than 3 days after, less than 48 hours later) we returned it. In spite of what we were told, CarMax attempted to cash our check and worst of all, the loan for financing this car appeared immediately on our credit report. A week later, CarMax informs us, that: while it took only 24 hours during weekend time to attempt to cash the deposit check and report the loan as existing to the credit bureau, (well BEFORE the grace period to return the car), it will instead take weeks for them to communicate with the lender that the loan was actually cancelled, thus it is not existing and will take 30-60 days for this loan to disappear from our credit report. This is absolutely unacceptable.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: We request that CarMax immediately cancel the transaction involving the purchase of this car (that is no longer in our possession and for which we have a cancellation document), expedites the cancellation of this loan with their lender immediately, and ensures that this non-existing loan be deleted from our credit report based on the fact that it never existed.

Business

Response:

September 29, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Complaint ID [redacted]

Dear Mrs. [redacted]:

I am writing

in response to your letter dated September 4, 2015, wherein you forwarded a

complaint from [redacted] regarding the Vehicle purchased from the store

located in Gaithersburg, Maryland (“CarMax”) on or about August 29, 2015. Dr. [redacted] requested in the desired settlement

for CarMax to cancel her purchase transaction, expedite the cancellation of the

loan with [redacted] and delete this trade line

from her credit report.

CarMax’s records indicate that after Dr. [redacted] returned the Vehicle on or about August 31, 2015, information was immediately

overnighted to [redacted] stating that the Vehicle had been returned in order to

initiate the cancelation of the loan.

CarMax attempted to contact [redacted] on Dr. [redacted]

behalf to inquire whether the loan had been closed out or not. However, [redacted] could not provide this

information to CarMax and recommended that Dr. [redacted] contact them directly at

[redacted] to follow up on this concern.

Additionally, CarMax has no control of what

finance companies report to the credit bureaus and has no authority whatsoever

to request the removal of trade lines.

CarMax appreciates the opportunity to respond

to this complaint.

Please contact me at [redacted] extension [redacted] with any

questions you may have.

Sincerely,

Review: My name is [redacted]. I financed a car with car max, address [redacted], Norcross GA 30071 (770) 263-8808. I financed September 2012 while on active duty in Savannah Ga. I live in Michigan. I was able to tag the car from February 2013 until September 2014. Car Max contacted [redacted] at the Secretary of State fraud division and said do not allow me to register the car due to the title. No title was on file with Michigan but I have all my copies from Secretary of State in MI but Car Max has nothing. I have tried and tried to get this resolved to no avail. I have been passed around from [redacted] (September) until today when I was told yesterday to call, [redacted] today (February 14, 2015). Only for her to say, what do you need? I asked have they received the title? She said no. End of conversation.

I have been without a car since September 2014, I rented a car for one month at approximately $1023.00 and my son has brought a car to help me out. I have stop paying the car note. I stopped in October 2014 but I was about two months ahead so Car Max financing received extra payments for a car I was unable to drive. I even asked for a temporary plate until they resolve this issue, CarMax still said No ([redacted]).. In March CarMax will issue a repossession of this vehicle, of which, they have not title for. I would like for them to get the title or issue me a temporary tag until they get the title, stop harassing me with calls and letters , and move the payments to end of contract for the inconvenience. I paid the taxed for this vehicle and I have paid according to my contract but at the end of this month, CarMax will want to repose the car for nonpayment. I have been patient for 6 months. Now I am very upset at the games and the transferring to various people and the lies that someone would call me.Location: Norcross GAMake: [redacted]Model: [redacted]Owner/Co-Ownder? Yes[redacted] -buyerDesired Settlement: If they are unable to resolve this by February 28, 2014 than I would like my all of my payments refunded back to me for a car that was sold to me that will never become mine.

If can be resolved, contract rewritten, Carmax will not charge me nor add missing payments due to title missing on their behalf, contract mailed to me, I sign and mail back, credit report reflects good standing.

The amount to present date,taxes in amount of approximately $1200.00, (663*25month{Oct 2014}) $16,44.00, $20.00 deposit, half cost of tire and drum repair, $375.00, insurance monies (375*25months) $9375 and cost of rental $1023 for one month. Suffering in the amount of $10,000 for messing up my credit, causing depression and being placed on medication. I have allowed others to handle my personal business because I become very emotional.

Business

Response:

March 10,

2012

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Retail Installment Contract Dated 09/09/2012 (the “Contract”)

[redacted], VIN: [redacted]

(the “Vehicle”)

Account No. XXX[redacted]

Dear

Sir/Madam:

Thank

you for sharing [redacted]’s complaint with us and providing us the

opportunity to respond. Ms. [redacted] is

upset that she is currently unable to register the Vehicle. Following my review of our records, it is my

conclusion that Ms. [redacted]’s complaint has no merit. The relevant facts are as follows:

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).

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 purchase a [redacted] Vin #[redacted] on 07.01.2013 from CarMax of Memphis, TN. I was told during the purchase of buying the vehicle that it had not been wrecked. The salesman looked me and my husband in our face and told us no. Which later I found out by my insurance company that the car had been wrecked. I was thinking it was a possibility that it been wrecked, because I had several body-shop to look at it and they showed me that frame the of the car was warped, dash board is coming a loose and can not be pressed down, rub seals of the windows was not good, that causes the door not to close at time. That's why my insurance premium went up so high. I tried calling the manager that was over the salesman to inform him of the problems I was having. The manager stated to take pictures and email them to me. I did want the manage inform me to do, I was calling leaving messages after messages. No respond, during that time I was just tried of calling and leaving messages and no one contacted me back. I would like to be reimburse for this vehicle, because I am gonna have to trade this vehicle in its doing a lot of knocking, and squeaking, plus I will be upside down with financing with a big amount to pay down on a new vehicle.Desired Settlement: I am requesting CarMax buy this vehicle back.

Business

Response:

July 14, 2014

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: I purchased a vehicle at Car Max Saturday July 5th. I decided to purchase an extended warrenty on the car. I was told by the Sales guy [redacted] that I could decide to remove the warrenty within 30 days and the extra money I spent would be given back to me. I went into Car Max today Monday July 7th to remove it since buying the warrenty was a inpulse decision. I was told something completely different by there business office. I was told that they had an agreement with the lender that it would just go directly to the lender. I do not think that is fair that I do not get to have the money. They claim it was going towards my principal. That was not what I agreed to with the Sales guy [redacted], he stated to me and my husband that if I purchased the warranty and after the fact I decided not to want it. I would get the money. I do not think its fair that I was pressed into buying a warranty that I did not want.Desired Settlement: I would like the warranty to be removed and a refund issued to me or the warranty removed and my payment lowered to the original amount before the warranty

Business

Response:

15 July 2014

[redacted], Operations Supervisor

Revdex.com

Review: Since January of this year -- I have been harrassed by these people with at least 10 to 12 phone calls a day if I am even ONE DAY past my due date. Up through this date -- I have made payments to them for 36 months, have called and discussed with them the harassing phone calls, NEVER RECEIVING PAYMENT COUPONS OR EMAIL NOTICES - when I have it set up in my personal preferences. I was on vacation in May and missed my payment--- I don't have coupons, didn't get an email reminder and now they have reported me as 30 days past due - I called to see if they could remove that --- as I only realized I had missed that payment when I went to make this month's payment. When I asked the "supervisor" why is it that they didn't have to follow through will normal billing practices like the reminders and payment coupons, they told me you've been making payments for how long now??? You know it's due --- I told her you know I have requested coupons and reminders, why is that you don't know that??? I went from getting 10 to 15 calls a day for being one day past due to GETTING NOTHING to help me remember. I don't do auto pay---I am requesting that they remove that hit. I have worked with them, explained to them my circumstances when I got behind, have ALWAYS made my payments and to no resolve. What kind of business is this???Desired Settlement: I want the 30 day late removed. I have already made two additional payments since that episode and I think it is only fair that they remove it. I was told once AGAIN they will send out coupons and I will get email reminders........... so far this year and this is JUNE - I have yet to get them. I have re-verified addresses and emails.. SEVERAL TIMES.

Business

Response:

July 10,

2015 Revdex.com Serving

Central Virginia, Inc.720

Moorefield Park DriveSuite 300Richmond,

VA 23236 RE: Consumer

Complaint of [redacted] Retail Installment Contract Dated 01/12/2012 [redacted] Account No. XXX5544 Dear

Sir/Madam: Thank

you for sharing Ms. [redacted] complaint and providing us the opportunity to

respond. Ms. [redacted] is unhappy that she was reported 30 days late on a

payment and would like to have that reporting removed. Ms. [redacted] is also

upset that she did not receive the requested reminder emails or coupon books

for her account. Upon receipt of Ms. [redacted] account I researched this

matter further. Ms.

[redacted] payment is due on the 26th of each month per the Retail

Installment Contract that she executed on January 12, 2012 which I have

attached for your reference. She is a registered web user which means that she

receives automatically generated email reminders when her payments become past

due. Coupon books are sent out to our customers at account origination and

annually thereafter unless additional books are requested by the customer. Ms.

[redacted] had a payment due on April 26, 2015 that went 54 days past due which

resulted in the 30 day late reporting she references in her complaint. We made

multiple attempts to contact Ms. [redacted] regarding this payment including

phone calls, three past due emails, a dunning letter and a strict compliance

letter. Our records also indicate that Ms. [redacted] annual coupon book for

2015 was sent out to the address we have on file for her on January 9, 2015.

Ms. [redacted] requested an additional coupon book on June 18, 2015 which we also

sent to the address on file. Upon

receipt of this complaint, we have again carefully reviewed the information we

are furnishing to the consumer reporting agencies and we have confirmed that

the information we are furnishing is accurate.

We are sorry that we are unable to provide Ms. [redacted] with the relief she

seeks; however, we will continue to report her tradeline as disputed. We,

again, thank you for bringing this matter to our attention and affording us the

opportunity to provide this explanation.

If you have any questions or concerns, please feel free to contact me at

[redacted], extension [redacted]. Sincerely, [redacted]ParalegalCarMax

Auto Finance [redacted]Enclosure

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 just got my coupon book this past week and have NEVER gotten an email reminder They are reporting inaccurate information. Liars

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Description: Auto Dealers - Used Cars, Used Car Dealers (NAICS: 441120)

Address: 12800 Tuckahoe Creek Pkwy, Richmond, Virginia, United States, 23238

Phone:

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