CarMax , Inc.

Review: This company has placed credit inquiries on my credit reports. I do not recall authorizing these inquiries. (dated 12/2013)Desired Settlement: I would like all credit inquiries removed from any of my reports they are currently reporting on, if authorization can not be provided.

Business

Response:

April 17, 2014

Review: In 2010 Purchased [redacted] from CarMax Roseville. 10/2012 the car AirBag light came on. I put the car in Carmax shop 10/31/2012. CarMax had the car for over 1 month. CarMax sent the car to [redacted] for repair, I was told the AirBag issue was fixed. My car has had to be put back in the shop 03/2013 and 06/2013 for the same AirBad light. I have has a terrible time dealing with Car Max Roseville during the 3/2013 and 6/2013 visits. As of 4/3/14 the AirBag light came on again. On 4/4/14 I took the car to the new Sacramento CarMax because it is closer to my home. The car is currently at CarMax Sacramento. CarMax Roseville has been telling me the Airbag has been fixed for two years but everytime I get the car back the Airbag light comes back on.Desired Settlement: I want the car replaced at this point. I don't feel safe in a car with repeated AirBag issue and I don't think CarMar or [redacted] repaired the car correctly or at all.

Business

Response:

April 25, 2014

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am writing you in response to your letter dated April 7, 2014, wherein you forwarded a complaint from [redacted]. [redacted] requested that CarMax allow her to replace her vehicle.

[redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax store located in Roseville, California (“CarMax”) on or about August 29, 2010.

[redacted] mentioned in the complaint that she brought the Vehicle to CarMax several times to inquire on an airbag concern. CarMax’s records indicate that [redacted] brought the Vehicle to the Service Department to inquire on an airbag light staying on inside the Vehicle on or about October 31, 2012. CarMax found fault code [redacted] and replaced the wiring harness under the driver’s seat. [redacted] brought the Vehicle back to the Service Department on or about March 13, 2013 to readdress the airbag concern. CarMax found fault code [redacted] and replaced the airbag on the back driver’s seat. The Vehicle was serviced next on June 20, 2013 regarding the same concern. CarMax diagnosed the Vehicle and determined there was a bad connection in the left side thorax squib circuit. CarMax tightened the connector pin. CarMax repaired the Vehicle last on July 25, 2013 when she brought her Vehicle back to the Service Department to inquire on the airbag concern. CarMax found fault code [redacted] and recommended sending it to the [redacted] dealership for service. [redacted] replaced the sub-harness to correct the concern.

CarMax has not serviced the Vehicle since the last date of repair. CarMax encourages [redacted] to contact [redacted] at [redacted] to address any remaining concerns she may have.

Additionally, CarMax is declining [redacted] request to replace the Vehicle. However, CarMax would like to extend [redacted] the offer to have the Vehicle appraised.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced.

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

Sincerely,

Analyst, Customer Relations

Consumer

Response:

My car was in the shop again April 2014 for the airbag. Carmax Sacramento sent the car to [redacted] and once again I was told the airbag issue was fixed. Carmax Sacramento returned the car to me 4/11/14. On 4/30/14 the airbag light came on again and is currently still on. I don't see how offering to having the car appraised is a solution to this problem. I want Carmax to agree to buy this car back for what I owe so I am able to get a safe car. It would not be fair for me to end up up side down on a new car because Carmax can't get the car fixed. That is why I purchased a extended warranty from carmax.

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: 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: I went to CarMax in [redacted] to look for a used [redacted] They found a car for me in at the [redacted] store and agreed to send it over. The car was listed on the website as having 57,000+ miles on the car and the cost of the car with this mileage was advertised as just under $25,000. When the car arrived at the dealership, it was not ready for purchase; it had to be re-inspected for the State of MD due to the mileage being 2,000 miles higher. An associate in [redacted] used this car and put the additional 2,000 miles on the vehicle. An inspector could not get to the car for several days. Although the car was advertised on the website with the specific lower mileage at a specific price, now that the mileage had increased and the car had 59,000+ miles on it, [redacted], the salesperson, and his management at CarMax of [redacted] refused to reduce the cost of the car indicating the extra miles were not significant enough to lower the price even a few hundred dollars. They refused to make any concession. If the mileage was significant enough for a new inspection, I believe that there should have been a price adjustment or some concession. CarMax misrepresented a product in, advertising lower mileage for a specific price and not providing that mileage; essentially decreasing the value of the car, while not decreasing the price.Desired Settlement: This misrepresention should be noted on CarMax's of [redacted] record, so potential buyers can be made aware of their practices.

Business

Response:

September 30, 2014

Review: Oil pan bolt was wrong bolt. Did not use orginal bolt for the oil pan. After market. Now I have to puchase a new oil pan because I can not complette a oil change because they can not drain the oil due to the bolt being really extremely tight. I went two three different places and all told me the same thing.Desired Settlement: I want them to pay for my costs of oil pan and labor for this product to be installed

Business

Response:

September 17, 2014

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:

Review: In June of 2014, I purchased this vehicle from Carmax. I was guarantee d that there is a 125 point inspection. There was also a "top of the line warranty" added to the purchase of the vehicle. Less than 3 months later, I was driving along the interstate and my vehicle flashed "reduced engine power" and shut completely off. I called the warranty company and took it to a chevrolet dealership. The vehicle was diagnosed and I was told that the battery needed replaced as well as the floor pedal sensor and the throttle body. The mechanic asked me how long I had the vehicle. I explained that it was just over 2 months He advised me to contact the dealership wherever I got the car and take it back asap. The warranty has yet to cover anything! I have called carmax and asked for a manager over 20 times. I finally got someone and was told that he doesn't do the inspections on the vehicles and to contact the service manager. Who has yet to answer or return any phone calls. I have had nothing but serious issues with this car that could kill myself or my children.Location: Gulf frwy Houston, TX Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Exchanged vehicle per the lemon law.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint received in your

office from Miss Jessica [redacted] regarding the [redacted], VIN [redacted](the

“Vehicle”)that she purchased on or about June 27, 2014 from the CarMax store

located in Houston, Texas. In this

complaint, Miss [redacted] is requesting to exchange the Vehicle.

CarMax apologizes that Miss [redacted] has not been able to speak

to anyone at the local CarMax store and would appreciate the opportunity to do

so to address any of her concerns. Please advise Ms. [redacted] that the Service

Manager, [redacted] will contact Ms. [redacted] as soon as possible to discuss her

concerns.

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:

I spoke to [redacted] today, 04/06/15, and we both agreed that there is not anything a service manager can do for me at this point. I tried to contact the service manager multiple times when the issues with the vehicle were happening. I have no need now as I have already paid out of pocket for the numerous repairs. The point of the complaint is that I was sold a vehicle that was not safe to drive. No vehicle should lose power while you are driving on the interstate with your children. I was guaranteed that it passed a vigorous inspection prior to my purchase and I strongly disagree!

Review: I bought a [redacted] from Car Max Sanford and have had nothing but issues with the car and service department. The ABS system fails in the event that the ABS is needed. Above 45mph the system doesn't work and the lights come on. Car Max and a ** dealer claim that is normal. Upon reading the cars manual which states that if those lights come on theres a fault in the cars abs system. The ABS pump has been replaced by ** via carmax direction but the issue is still there and car max refuses further inspection to get the car fixed. I have a code in the car 01130 ABS Operation Failure.Location: Orlando,FLMake: **Model: [redacted] Owner/Co-Ownder? YesDesired Settlement: They take the car back or get the car to a ** specialist to get it fixed. [redacted] in Winter Garden.

Business

Response:

May 29, 2015

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 May 1, 2015 from the CarMax

store located in Orlando, Florida (“CarMax”).

In this complaint, Mr. [redacted] is requesting CarMax accept full return

of the Vehicle or to allow Mr. [redacted] to take the Vehicle to a mechanic of

his choosing.

Mr. [redacted] originally purchased the Vehicle on or about

April 24, 2015 from the CarMax located in Sanford, Florida. He returned the Vehicle on or about April 26,

2015 citing a concern with the ABS light engaging. Mr. [redacted] purchased the Vehicle again on

or about May 1, 2015 from the Orlando, Florida location.

Mr. [redacted] expressed a concern regarding the Vehicle’s ABS

on or about May 4, 2105. The Vehicle was

serviced by CarMax and a Volkswagen dealership and returned to Mr. [redacted] on

or about May 11, 2015. Volkswagen found

no issues with the ABS. Mr. [redacted]

advised CarMax that he was still having concerns with the ABS and the Vehicle

was taken to a different Volkswagen dealership on or about May 12, 2015. The dealership advised that the ABS light was

only activating when the Vehicle was driven above 50 miles per hours and then

the brakes were rapidly engaged. They

advised the Vehicle was performing as designed and no repairs were needed. Mr. [redacted] previously expressed other

concerns with the Vehicle and CarMax covered those repairs completed by

Volkswagen in the amount of $1,726.28.

After the Vehicle was returned to Mr. [redacted] on or about May 18, 2015

he advised CarMax and Volkswagen that he still felt there was a failure with

the ABS. A CarMax technician, Service

Manager and a Volkswagen technician, Service Manager and Service Director all

confirmed that the Vehicle’s ABS is performing properly.

CarMax is declining the settlement request as set forth in

the complaint. CarMax is confident in

the opinions received from the two Volkswagen dealerships and will not be

participating in any further service to the Vehicle’s ABS.

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:

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.]Car Max is violating its own policy by refusing to finish repairing the car. Above 45 MPH if you need to make an emergency stop the ABS system fails and the wheels lock up. I have attached photos of the cars manual in regards to the ABS. If the brake pedal is hit hard to avoid an object or heaven forbid a person the system completely fails and All wheels lock up and THE ABS,ESP and the BRAKE light come on and error code 01130. According to the cars manual its a complete ABS system Failure. Yes car max spent money and getting other things replaced. I am asking for car max to keep trying to fix the system. The [redacted] they sold me also had two tires that are at the wear bar and need replacing. Car Max can either please finish repairing the car or take the car back.I want the ABS system to be look into further. The day I picked up the car I went for a drive came back to show the dealer the the lights where back on. They told me they don't know what else to do and that I needed to go back to car max. I want car max to reimburse me for any further repairs that the car needs they would be kept informed by the dealer or repair center. Car has a service appointment on 6/1/2015. J[redacted] specializes in ** cars. Phone number for the repair center is [redacted] and manager is [redacted]. I have no issues taking it back to [redacted] north at car max expense.

Regards,

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

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,

I went to CarMax on 6/19/2015 to buy a new used car and trade my 2001 [redacted] truck in. The Sales Consultant, Chad F[redacted] showed me several cars in my price range. In 5 minutes I found my car; 2013 [redacted] 4 door sedan. I was surprised to get a $2000.00 trade-in for my 2001 [redacted]. I didn't have my insurance phone number so Chad retrieved that information and I spoke to my Insurance agent and got my new insurance on my Newish car right away at the dealership. Chad made this car buying experience so easy. After I got home I remembered I left a CD in my old truck so I called Chad and asked him if he could mail it back to me. I got my CD in the mail in a few days. Now that is great service! This is the best car buying experience ever; thanks Chad!
On 7/03/2015 I took my [redacted] to the Service Dept; and spoke with Valerie M[redacted]h. I explained that I had an orange size dent on the passenger side fender and the transmission was making a weird sound. Valerie said the dent is easy to fix and my car will have to go into the shop to get the transmission looked at. So Valerie got me a rental car to use until my car was ready. On 7/7/2015 Valerie called and said your car is ready to be picked up; she explained the transmission was okay and the noise was found to be normal and gave me info on the PowerShift 6-Speed Tansmission operating characteristics. Another great experience!
Kudos to Chad F[redacted] - Sales Consultant and Valerie M[redacted] - Service Employee at CarMax!

Carmax Ontario CA: Had a 2008 [redacted] appraised. Liar at desk said the odometer was "rolled back." It's digital - IMPOSSIBLE to change. A blatant. Appraisal was at least $7000 below MINIMUM KBB! [redacted] are lying, cheating sacks of [redacted] - stay away.

I purchased a car from CarMax in Sterling VA on 2/6/16. They sent my new car info to the wrong person. 30 pictures, VIN number, owners info, everything. When I called them, the sales manager said he would call Corporate and call me back the next day. He never did. I called Corporate. They had no record of the guy calling them. They admitted they made a mistake with being careless with the private info, but basically nothing they were going to do about it. So personal info means very little at CarMax it seems. Marketing Dept needs to re-read page 17 of their Social Responsibility manual. And a customer service oriented team that doesn't call someone back? Really terrible. If this is a representation of their ethical compass, I'm worried about my car.

Review: After waiting a week for a service appointment (I understand wait-times are necessary for busy companies) I took my 2004 [redacted] in to have the passengers side power window fixed on Wednesday May 22, 2013. I dropped the vehicle off at 8 am. After processing the warrantee information I received a call two hours later from [redacted] saying they needed to order a part for before they could do the repair. Why they didnt have the part in stock for this appointment (I made a week ago) I am unsure. They said the vehicle wouldnt be done until the following day after the part arrived. I came to pick up the van and noticed there was a large crack in the windshield measuring between 14 and 16 inches long. This is certainly the kind of crack one noticed when driving a vehicle, especially when transporting two small children. It is unsafe. When I asked about the crack [redacted] told me it was there when they began the repairs and sent me on my way. I called in to speak with the Operations Manager who told me a detailed inspection is done before each car is worked on. I did not see, sign off on, nor was I offered a copy of this detailed inspection prior to repairs. He then told me they could service the windshield at my cost.Desired Settlement: I would like complete replacement and instillation of new windshield at no cost to me with no claim on my insurance.

Business

Response:

16 July 2013

Review: I took my vehicle in because it had grinding/growling noises and it was worse when turning. They stated that the noises was due to a faulty strut mount bearing. So they replace both strut mount's with bearing. They assured me that the problem was fixed. When I got the vehicle back the same problems that I took it in for was still occurring. I was still hearing the same sounds and now I smelled fumes that may have been coming through the vents inside the van. I took it back because of the fumes and the sound that it was making. I was told that it was due to a cylinder head gaskets leaks. The fumes ceased but the sound continues and the grinding on occasion is really bad. I also had a major-tune done and it started to miss worse even to the point my engine light came on. I was assured that these problems would be taken care of because they had an association with the [redacted] repair techs. And they would go over my vehicle with a fine tooth comb and promised that they would find the problem. I feel that they let my car sit for a long period of time without doing anything to it and gave it back to me in the same condition. I am very dissatisfied with the service I received and I am in need of good transportation. I called the supervisor and had to call him THREE times before I could converse with him and he told to try a higher octane of gas and see if that would fix the problem. That did not help and I have not contacted him since so I thought I would make a complaint because I am putting out a lot of money not only me but the extended company I have and I feel that I should not have to keep putting for the same problems. I recently took my car in for a oil change and was told it could not be done because there is a oil leak from the drain plug and oil pan gaskets. An oil change was performed by them on 10/09 and they are the reason I now have a leak from the drain plug and oil pan.Desired Settlement: I want the vehicle fixed to enjoy and to have it in usable condition (good working condition). I do not want to find myself sitting on the side of the road or car on fire or cause a major accident where I cause the loss of someone's else property or life. I want it fixed because I have already paid over and over to have it resolved.

Business

Response:

Dear Ms. Sekerdy:

I am writing in response to your letter which forwarded the complaint of [redacted]. On June 12, 2013, Ms. [redacted] purchased a 2008 [redacted], VIN [redacted] (the “Vehicle”) from CarMax in Fort Worth, TX. According to the complaint the customer feels that her vehicle should be fixed and it should be in an usable condition.

On September 10, 2012 Ms. [redacted] brought her Vehicle to CarMax with several concerns, customer stated all power points plug adaptors are inoperable, check engine light – engine performance & misfiring, and grinding and growling noises under the hood – worse when turning. These items were addressed and repairs completed.

On October 16, 2012 Ms [redacted] brought her Vehicle to CarMax with several concerns, customer stated grinding noise with front brakes, burning oil smell through A/C vents, and grinding noise when turning. These items were addressed and repairs completed.

On November 2, 2012 Ms [redacted] brought her Vehicle to CarMax with two concerns, customer stated check engine light is on and vehicle is misfiring, and passenger side mirror is inoperable. These items were addressed and repairs completed.

On January 11, 2013 Ms [redacted] brought her Vehicle to CarMax with a concern, customer stated check engine light is on and the vehicle is misfiring. These items were addressed and repairs completed.

On January 22, 2013 Ms [redacted] had an appointment but didn’t show for the appointment. CarMax has not heard from Ms [redacted] since January 11, 2013. CarMax was not informed of the oil leaking that has recently occurred. The CarMax store in Fort Worth,TX is willing to resolve the vehicle issues with customer. Customer may contact service manager, [redacted] to set up an appointment to have this issue addressed. Brian can be reached at [redacted].

If you have any questions, please call me at [redacted].

Sincerely,

[redacted]

Customer Relations Analyst

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: Bought a [redacted] as 2012 Christmas present for my wife.[redacted] had someone else show the car in his absence. I asked the other person if the car had a CD player. He showed it to me (under the seat), but he didn't have a CD to demonstrate. I asked him if it worked, and he reiterated what the salesman had already told me prior to having the car shipped from Florida..."everything is fully checked out on their cars". 1) Salesman later assured me that everything regarding the sale was complete & in place on his end, and I would be able to take the car for Christmas. Everything was not ready. He forgot several things, and I couldn't take the car. I couldn't give the car to my wife for Christmas. I had to show her a picture for Christmas. We garaged the car for the winter. She started driving it after the winter was over (some time after April). 2) In July, I tried to play the CD player for the first time. It wouldn't work. I called the salesman...he spoke with his manager, and said that his manager agreed to fix it free of charge. I asked him to make sure, and he confirmed. I left him a message and asked for instructions as to what to do. He texted me and told me to call Service and ask for [redacted]. [redacted] checked it out, but couldn't fix it. He had to send it to [redacted]. [redacted] said it had no connection. He said that [redacted] charged $200. Carmax wants me to pay the $200. Spoke with the salesman. He said that they should've taken care of it, and told me to stress that my wife only put 3000 miles on the car in 10 months. They're denying that they said they would fix it free of charge...they say the warranty is 60 days.Desired Settlement: They should not be able to stick me with a bill after telling me to bring my car to them and they would fix it free of charge.

Business

Response:

Via Electronic Mail

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

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

Re: [redacted]

Dear [redacted]:

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

On December 26, 2012 [redacted] purchased a [redacted], VIN[redacted] (the “Vehicle”) from CarMax in [redacted]

[redacted] garaged his Land Rover for the winter. In July he tried the CD player, it did not work. [redacted] charged $200 to fix. He was told by someone at CarMax he would have to pay.

CarMax will pay the [redacted]. CarMax is sorry for any inconvenience [redacted] incurred.

Please contact me at [redacted], extension [redacted] with any questions you may have. Thank you for providing CarMax an opportunity to respond.

Sincerely,

Sr. Analyst Customer Relations

Review: I bought my car back to get repaired no brake lights or tail lights tires off balanced,top didnt work so I did some looking around the dealer did not have the part looked up the part number gave it to them a week later after I picked up the car they had the car from july 3 2014 to I think july 10 2014 nothing was done with the part needed to repair the top after I looked it up and gave them where it was availiable from they are still giving me the run around about getting part. they dont return callsDesired Settlement: just get the part no excuses about how much it cost all have a warantee

Business

Response:

[redacted]

Review: I purchased the vehicle on 15 May 2015 and it has had brake problems ever since. It has been to the Sterling location twice for service with no improvement. Secondly, they claimed they took it to [redacted] for a warranty repair and [redacted] confirmed the vehicle never arrived at their location and was never repaired by them.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: Return the vehicle and get a refund for taxes and 1st month's car payment or an exchange for a similar vehicle (same color and features) sans the major mechanical issues.

Business

Response:

July 21, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [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 May 15, 2015 at

the CarMax store located in [redacted] (“CarMax”). In this complaint Ms. [redacted] is requesting a

return or exchange of the Vehicle, or refund of taxes and her first car payment

paid.

According to our records, CarMax has been in communication

with Ms. [redacted]. As of July 15, 2015,

CarMax sent the Vehicle to [redacted] for further diagnosis.

CarMax is also offering to take return of the Vehicle per

the request as set forth in the complaint.

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].Per the company response, they are agreeing to take return of the vehicle plus the first month's payment.

Regards,

Review: Thank you for your time and listening to my complaint about a year ago I took two vehicals to CarMax to get something better on gas .One [redacted] 2005 and other was a 2000 [redacted] in which they gave me 1,300 for it which was fine and the [redacted] I still owed money on it. Long story short they called the finance which was [redacted] finance and all calls was recorded the person from CarMax choose to write down the wrong pay off amount after recorded and [redacted] told me it was recorded and that person choose to write the wrong pay off amount which was 1,003.42 off. Three days later after the weekend I told the sales man I don't want to do this deal and I want my [redacted] back and they had us wait 2 hour saying they cannot find it and a half a hour later 4 managers come out and say we started refurbishing the vehical and you can not get it back. Then they said the pay off was wrong and I owed them 3,453.13 to pay off my [redacted], and a month later they have a collection agency send me a letter saying I owe them 1,003.42 so I have been sending 20.00 payment a lawyer told me that would be in my best intrest. So I am writing you to see if you can help me with this fraud. What ever you need I will sign power of attorney to [redacted] so you can retrieve that recording or what ever you need thank you for Thank You [redacted]Desired Settlement: cash settlement for the stress the money that I had to come out of my pocket 4,400.00 or replacement vehical that they swindled from me

Business

Response:

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

On May 25, 2012 Mr. [redacted] sold a 2005 Toyota [redacted], [redacted] (the “Vehicle”) to CarMax in Laurel, Maryland. In his desired settlement Mr. [redacted] stated he wanted a cash settlement for the stress this issue has caused. He also mentioned he would take a replacement vehicle.

This issue is with our legal department.

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

Sincerely,

Sr. Analyst Customer Relations