CarMax , Inc.

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

Business

Response:

Re: MS. [redacted]

Dear Mrs. [redacted],

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

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

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

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

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

Sincerely,

Analyst, Customer Relations

Consumer

Response:

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

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

Regards,

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

Business

Response:

January 29, 2015

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

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

January 23, 2015

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

Business

Response:

October 4, 2013

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

Business

Response:

11 November 2013

Re: [redacted], Complaint #[redacted]

[redacted] (the “Vehicle”)

Dear [redacted]:

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

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

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

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

Sincerely,

CarMax Customer Relations

cc: [redacted] CarMax of [redacted]

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

Review: 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: 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: 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: Purchased my truck on 3/2/2015 from the great [redacted] and immediately noticed a ding in the passenger door, and the key fob missing. I was provided a work order and instructed to call [redacted] to schedule. I called and was told by [redacted] to bring the truck in on 3/8 and get a loaner vehicle. Returned from a trip early, arrived and nothing was in the system. Spoke with the supv. [redacted] and dropped it back off on 3/10. Also added that the Ford SD Card was not included and that the wiper sprayer wasn't working. Rec'd a call from Paula asking whether I wanted to pick up or leave my car and I said pick up. She said she would call back and once again that didn't happen. Called carmax from 4:30 - 5:40 pm and could not get an answer only the msg serv. Sent my spouse to Carmax to make sure they did not lock my car up before I got there. She arrived and they were not busy, just not answering the phones. Called back and [redacted] decides instead of transf, me to a supervisor she wants to yell at me for raising my voice in frustration. Arrived, spoke to the GM and now I need to know where to take my car for the repairs and the ext warranty repairs I've paid for. I still need my sprayer nozzle repaired and my HD card. I would like them to authorize me taking my vehicle to another location because of consistent incompetence, poor customer service and failure to follow-up with their customers. This has been a horrendous experience and if it's not rectified, I can return my vehicle and purchase elsewhere. Companies should not over promise and under deliver. I financed a vehicle through them and cannot get the necessary repairs done at this location. The vehicle was purchased less than 2 weeks ago and sadly this is the start of a 6 year relationship. I should not be subjected to unacceptable staff who would rather chitchat among themselves than work to ensure their customers are satisfied with the service they provide. I'm open to this situation being rectified ASAPLocation: Brandywine MDMake: FordModel: ExplorerOwner/Co-Ownder? YesDesired Settlement: The HD Card for my Truck

The washer driver nozzles on wipers to be replaced with NEW

Customer Service and Follow-up Training for the Repair/Service Dept Staff (Including the supervisor [redacted] who failed to follow-up)

Customer Service for the Business Office staff who were unable and unwilling to assist me with getting a loaner on 3/8 when I returned early from a trip just to drop my truck off.

The ability to go to another location for these repairs or to be reimbursed if I have to pay for the wiper repairs myself.

Business

Response:

March 27, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MS. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

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

(the “Vehicle”) that was purchased on or about March 2, 2015 from the CarMax

store located in Brandywine, Maryland (“CarMax”). In this complaint, Ms. [redacted] is requesting an

HD Card for the Vehicle, replacement of the windshield sprayer nozzle, customer

service training for the CarMax associates involved and replacement of the

Vehicle’s brakes and rotors.

In a request for additional information from the RevDex.com on March 26, 2015, Ms. [redacted] advised the concerns with the

Vehicle’s HD Card and windshield sprayer nozzle were resolved. She stated that she still had concerns with

her brakes and did not feel that the issue was addressed properly by

CarMax.

CarMax serviced the Vehicle for a brake grinding concern, on

or about March 10, 2015. The rotors were

resurfaced. [redacted], Service

Manager, contacted Ms. [redacted] on or about March 26, 2015 to advise CarMax

would replace her brakes and rotors.

[redacted] will contact Ms. [redacted] when the necessary parts have arrived to

arrange an appointment to address this concern.

Sean can be reached directly at [redacted] extension [redacted].

In reference to Ms. [redacted]’ request for associate training,

CarMax takes associate development very seriously and this matter will be

handled internally.

CarMax considers the settlement request resolved 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

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.

Review: I found a [redacted] with 18k miles at their [redacted] store. I should have gone with my gut when I got the response from the [redacted] CARMAX staff when I questioned some of the pictures from their posting online, their response "You can tell that from a picture?" But I didn't, I was ensured it under went their "125+ point inspection and that sales person personally drove it that week and it drove like a dream" at CARMAX Knoxville, then again when underwent another 125+ point inspection when it arrived at CARMAX [redacted]. Stupid me, trusting them went ahead and paid the $199 transfer fee and about a week later got a call saying it had arrived. We drove in, test drove the [redacted] and as soon as we hit a bump on the Interstate the steering will bounced rapidly from side to side. The salesman immediately said, "Take the next exit this isn't safe to drive." We drove it back with the steering wheel bouncing, parked it, went inside and completed a “hit list” of items they would send back to their service department and get fixed. I still had intentions of purchasing once issued were fixed. 5 days later they said, all items were fixed and we could come back for a test drive. I then asked what was fixed or repaired and they “oh hummed” around and said they couldn’t find anything wrong with the vehicle, but ensured me it was safe to be driven with anything found or being done to the vehicle. I asked if they would flip half the $1599 extended warranty to give me peace of mind since clearly there was something wrong. They refused. I asked to have my $199 refunded since the vehicle was not safe to be driven or purchased. They refused and said, they had it inspected by their service department and there was nothing wrong. I called their corporate customer service department and they said they would research and call me back. They called back a couple hours later and said there wasn't anything wrong with the vehicle and therefore would not refund my $199. I let them know again, I would be willing to still purchase the vehicle if they would pay half the $1599. extended warranty. They refused and I told them I would then report to Revdex.com.Desired Settlement: To have my $199 transfer fee refunded since the vehicle wasn't fit for sale and nothing was done to vehicle to fix a problem that clearly alarmed the sales person [redacted]).

Business

Response:

September 9, 2014

Review: Please be advised I took out a loan with Carmax back in 2011 for a [redacted]! In [redacted] was totaled out and paid by my insurance company! I also had gap insurance as well! The Gap insurance took a very long time to pay their part and in the mean time Carmax kept my account as opened and continued to add fees fees and more fees on top of what was already due of what the insurance company did not pay! Now I have a bad credit rating for $2960.00 still owed to Carmax! I have disputed this several times with the credit bureau yet teh bureau keeps saying Carmax is verifying the debt is valid and no one is sending me nothing and I am trying to buy a house and this is a bad mark on my credit! I am exhausted behind this as the VAN WAS TOTALED out!!![redacted]

[redacted]Desired Settlement: Remove the tradeline from my credit report!!!!

Business

Response:

Review: I allege that CarMax used predatory lending practices to get my business. After selling me a vehicle riddled with safety issues and countless repairs in less than a year, they continue to ignore my concerns and take no responsibility of the condition of the vehicle that was approved by their certified mechanics. Due to underlying health issues I'm not comfortable driving the vehicle and fear for my safety when operating it on the road. I allege that the service manager at CarMax informed me that I had no recourse concerning the Texas Lemon Law. That has been my verbal complaint with the dealership after two weeks of purchasing the vehicle. I allege that part of my initial first car payment is missing and has not been applied towards my account. This statement is written to the best of my knowledge.Desired Settlement: I want no financial obligation to CarMax or the lender and I want to be able to return their merchandise to them. My account is current and has been since purchasing on 11/16/2013. I also would like for my credit to not be negatively effected by the return of the vehicle, especially with my account having always been in good standing.

Business

Response:

March 23, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MS. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint 10526965 received in

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

[redacted] (the “Vehicle”) that was purchased on or about November 16,

2013 from the CarMax store located in Houston, Texas (“CarMax”). At the time of purchase, Ms. [redacted] did buy

the MaxCare Extended Service Plan (“MaxCare”) valid for a period of 72 months

or 100,000 miles, whichever occurs first.

In this complaint, Ms. [redacted] is requesting a full return of the Vehicle

with no negative effect on her credit.

Since purchase, CarMax has seen the Vehicle on two

occasions. CarMax was unaware of any

safety concerns Ms. [redacted] had with the Vehicle outside of these two

visits. Ms. [redacted] brought the Vehicle

to CarMax for a concern with shaking when accelerating and jerking during down

shift on or about November 29, 2013. CarMax

sent the Vehicle to a Chevrolet dealership for diagnosis under the

manufacturer’s warranty and there were no recommended repairs. CarMax diagnosed the Vehicle on or about

March 10, 2015 for the concerns of overheating, a coolant leak, starting

issues, low tire pressure light and the service air bag light. CarMax diagnosed an impact to the front of

the Vehicle, and recommended to replace the radiator, condenser and electric

fan assembly. Ms. [redacted] declined the

repairs.

The Vehicle is currently financed through [redacted]. Any concerns Ms. [redacted] has with the

payment history should be addressed to [redacted] at [redacted].

CarMax is declining the settlement request as set forth in

the complaint. However, CarMax is offering

to appraise the Vehicle if Ms. [redacted] is interested in selling it.

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

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

Review: I purchase my vehicle from CarMax in 2014 - under CarMax's contractually agreed upon agreement it was stated that they had performed a 125-point inspection on all parts of the vehicle. No more than 7 months have gone by and while certain issues have been handled, it seems like more and more continue to occur.

I have just found out that I will now need to replace the thermostat and most of the cooling components of my "fully certified and inspected" vehicle (the contract even explicitly states that they checked off the coolant system before releasing the car to me).

It's just one thing after another and everytime I have reached out to CarMax to try and meet them halfway I have been met with not only explicit language, but derogatory statements about my "legally binding agreement". I've requested a phone number for the legal department numerous times and have not received it, and it took me 3 times for the Executive Customer Service rep to open a ticket so I could talk to anybody.

I realize that CarMax's response will be that they are not interested in this issue or that I'm only attempting to grab money, but that's really not the case. However I contractually agreed to the fact that I would attempt to arbitrate with them before moving forward with any other steps so that's what I'm attempting to do. If I could speak to one reasonable person there they would realize I'm simply just trying to get the car which I signed a $20,000 loan for operational. I didn't purchase a car with all of these guarantees to just be given the run around because their mechanics failed to properly inspect the vehicle.

All I want is for my car to be fixed and to not have to deal with speaking with CarMax again about the issue so we can both go on about our own business. I even own the warranty for the vehicle so the only real cost here would be the $300 deductible.[redacted]

[redacted]Desired Settlement: - Coolant system repaired.

- Inspection done on the vehicle to ensure that any other problems or issues are fixed under the extended warranty.

- Guarantee with the repair for 6 months or 12,000 miles (CarMax's standard warranty on all work).

- We both sign confidentiality agreements, and if no other issues occur during the standard warranty period I will sign something absolving CarMax from all future issues with the vehicle.

- Apology from the Service Manager at the Burbank location.

Business

Response:

September 21, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

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 [redacted] (“CarMax”) on December 2nd,

2014. At that time, Mr. [redacted] also elected to purchase a MaxCare Extended

Service Plan (“ESP”) for a term of 60 months or until the Vehicle exceeded

100,000 miles with a deductible of $300.00.

CarMax

previously spoke with Mr. [redacted] regarding repair concerns during the 30-Day

Limited Warranty period. CarMax agreed to pay $917 in repair costs. There will be

no further involvement for CarMax related to these repairs.

Mr.

[redacted] may have any new repair concerns addressed at the repair facility of his

choice as his ESP remains valid.

If Mr.

[redacted] has any further questions, he may contact me directly at [redacted],

ext. [redacted]

Sincerely,

Analyst, CarMax Customer Relations

Consumer

Response:

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

You keep referencing the past repairs as something that would resolve this claim. This is for another defect on the vehicle with an entirely different set of components in the vehicle that should of been taken care of. Plus now you're violating the Confidentiality Agreement your company signed with me after our previous arbitration.

Regards,

Review: I purchased a [redacted] from Carmax in February 2014. The vehicle was supposed to be a top of the line model. I had the seat reupholstered in at Leather Medic in [redacted] in April (2014) and was informed that the seat were not leather, they were vinyl. I was unaware of this because the truck was advertised as leather seats. I contacted department Carmax in May (2014) and was given an appointment to come in so they could look at the vehicle. After looking at the seats, I was informed by ([redacted]) manager of the service department at Carmax [redacted], that I should have brought the truck back to them and they would have installed the leather, but because I went somewhere else and had it done, they would not be willing to reimburse me. They advertised the vehicle as having leather seats and it didn't. I have called the store on several ocassions and left message and no one will return my call.Desired Settlement: I would like to be reimbused for what I paid to have the job done. When I purchased the vehicle, it was advertised with something that it did not have. This is false advertisement and it unfair that a big Car Dealer can get away with being dishonest.

I feel like the price of the vehicle should have been lower if it did have what was advertised.

Business

Response:

June 17, 2014

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!