CarMax , Inc.

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: I recently purchased a vehicle from Carmax San Antonio, The trade in vehicle value the company gave me was too low due to the company's inspector stating that there was something wrong with the transmission, the inspector went on to say that the trade in vehicle was not going to make it to their lot, that in fact the vehicle was going straight to an auction house. I recently went into the Carmax website and behold I see my old vehicle being sold for almost five times of the amount original appraisal. I called the dealership and asked a sales rep for info on the vehicle, the man stated that the reason the vehicle was being sold so high was because the vehicle was in excellent condition, the rep did not state that there had been any major repairs done to the vehicle. I called the corporate office in Virginia to demand answers, after a few hours the corporate rep called me and stated that the San Antonio office personnel had given me the wrong info, that the vehicle in fact had had major repairs done before being place on the lot for resale. In the end I could not get anybody to give me a straight answer and I feel that the Carmax company cheated me by lying about the condition of the vehicle.Desired Settlement: I desire for the Carmax company to acknowledge a mistake was made and full rectification of the situation

Business

Response:

December 26, 2013

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted].

Dear [redacted]:

I am writing you in response to your letter dated November 19, 2013, wherein you forwarded a complaint from [redacted]. [redacted]. requested that CarMax acknowledge that a mistake was made and rectify the situation.

[redacted]. sold a [redacted], VIN [redacted] (the “Vehicle”), to the CarMax store located in San Antonio, Texas (“CarMax”) on or about November 2, 2013.

[redacted]. came in to CarMax on or about November 2, 2013 to have his Vehicle appraised. CarMax presented [redacted]. with an appraisal offer in the amount of $[redacted]. [redacted]. accepted CarMax’s appraisal offer and sold the Vehicle.

Shortly thereafter, [redacted]. went to CarMax’s website and saw the Vehicle listed for $10,998. CarMax explained to [redacted]. during the appraisal process that his Vehicle may be sold at CarMax’s wholesale if it did not meet their standards after the inspection was completed. CarMax discovered after completing the inspection that [redacted] Vehicle met their standards and was then placed on the lot as saleable.

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

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

Sincerely,

Analyst, Executive Response Team

Review: On the afternoon of July 18th of 2015 I entered the Carmax located at [redacted] and spoke with [redacted] who showed me a grey [redacted] with 24k miles. She told me that it was $1000 less than the sticker price of $13,999. [redacted] told me the car was $12,998. I purchased that vehicle, the only one I looked at there that day. On Sunday July 19th I responded to a message on my phone left by [redacted], but she was unavailable, so I spoke with Tim Cook who informed me they gave me the wrong car when they delivered the [redacted] that I was driving. He said when they sent the people out to get the grey [redacted] they grabbed the wrong one and in fact the [redacted] I purchased was a 2011 with 33,000 miles on it and if I wanted to keep the car they had delivered to me I would have to pay them another $1,000. I returned to the location to see the car they said was the one I purchased and it was not there. I asked for [redacted] and she was not there as well. They could not locate the car to show it to me and while I was there they said the car was black, not grey. I never saw nor looked at nor drove a black Malibu. I only looked at the 2012 grey [redacted] which [redacted] specifically told me was what I was buying. They wrote my purchase agreement for the black 2011 [redacted] that is not presently at that location that they are telling me is what I bought.Desired Settlement: I want the car they showed to me then delivered to me under the terms that were agreed upon. I never saw the vehicle that they put in my purchase agreement. The vehicle they put in my purchase agreement was not at their store located at 3800 Morse road on July 19th 2015 when I arrived to attempt to resolve the issue at hand. I question whether the car was their on July 18th when I made my purchase. I want them to correct the purchase agreement re-write it for the same terms they led me to believe I was getting on July 18th, which were the grey [redacted] with 24,000 miles for $12998. I am considering hiring a private attorney to represent me in the matter as well however I have not hired private legal representation as of yet.

Business

Response:

August 5, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Dear [redacted],

Thank you for forwarding the complaint received in your

office from [redacted] regarding the

[redacted](the “Vehicle”)

that she purchased on or about

July 18, 2015 from the CarMax store located in Columbus,

Ohio. In this complaint, Ms. [redacted] is requesting to keep the Vehicle that she

has in her possession with the terms that were offered.

Please be advised that Ms. [redacted] has also filed a complaint

with the Attorney General’s office . This matter is now being addressed by

CarMax’s legal department who has been in contact with Ms. Noble.

Please call me at [redacted], extension [redacted].

Sincerely,

Review: Buyer beware!!! Especially if you are trading in car that is upside down in equity. To ease your concerns and convince you to accept questionable terms, they tell you that they have a 5 day cancellation guarantee which enables you to cancel the purchase contract, no questions asked, and that you have 3 days to find better financing to replace whatever financing you agree to there, but that of you find better financing, that nothing will be processed until after the 5 day of the cancellation guarantee, which implies that they won't begin to process your trade-in until after the 5th day either. What they did in my situation is shipped my trade-in off hours after I surrendered it to them.

After I could not obtain better financing, I decided to return the purchase and get out of this bad loan. So when I returned on the 4th day to cancel the contract...they're response was "we'll have to see if we can get your trade-in back". After some back and forth with corporate it was determined that they had already paid my trade-in off so it was their's now...and if I did return my newly purchased car I would have to pay them over 4k for the difference between what they were willing to pay for my trade-in and the actual pay off. (instead of just requesting a refund from my lender, and re-instating my loan) So I basically feel like I was fraudulently misled and induced to surrender my car, and agree to loan terms that were worse then my current terms on the false promises and re-assurances that I had 5 days to reverse the transaction. I actually feel like my car was stolen under false pretenses.

On top of that, the new car has been at the shop half of the time that I have had it

So just know this....especially if you are trading-in a vehicle that has an existing loan that is upside down....Even though their contract states that if you cancel the contract within the 5 days that your trade in will be returned, it also ambiguously states that if for "some reason" your trade-in is "unavailable" that you agree to accept their purchase price offer and are responsible for the full purchase price of the vehicle (this is placed inconspicuosly near the bottom of the page, and not pointed out to me until I was attempting to cancel the contract).

So basically, they will honor the cancellation policy on the purchase, but not so much on the trade-in, and they begin the process as soon as you walk out the door, no matter what they tell you...so if they complete the pay off of your trade-in before the 5 days is up, you're basically stuck, and they're 5 day cancellation policy guarantee basically means nothing unless of course you want to purchase another vehicle from them...and I personally will never buy from any Carmax again.

I've emailed they're corporate office who was supposed to respond in 48 hours...it's been about a week with no response.

Way to lie your way into a profit!!!Desired Settlement: All I want is your 5 day cancellation guarantee to be honored. I don't want this loan (that your finance manager told me that [redacted] said they would refinance, and of course that wasn't true)...and I want my trade-in back and my initial loan to be re-instated by [redacted]...basically I want to reverse this whole transaction, which I was told I could do within 5 days, and that was the only reason I agreed to a significantly higher interest rate than I currently had, and a 8000 increase in debt. I would not have agreed to this if the salesperson and finance manager had not told me that they talked to [redacted] and said that I could just agree to the higher interest loan and that they would just refinance me. (i Didn't mention this above, but I specifically went to CarMax because I already had a [redacted] loan and I wanted to trade-in my car and apply for another [redacted] loan. They told me to go to a [redacted] preferred dealership and they could assist me in getting another [redacted] loan while taking my trade-in into account. I told this to the salesman, and that is why he had the finance manager allegedly call [redacted].) I know that Carmax may not have any control over [redacted], and that they might not be willing to re-instate my loan, so in the alternative I would like to return the chrysler 300 and pay-off the balance of the trade-in, and at the very minimum, if I have to keep the car be offered the same interest rate that I had with [redacted], that I was tricked out of by your representatives.

At this point, the [redacted] has been in the shop almost half the time I have had it. The lower control arm needed to be replaced, and the while I was driving on a 2-way highway with a lot cliffs, with two children, I depressed the brake pedal, the car began to shake very violently...4 days after I took possession of the car, when I attempted to do the cancellation, and you guys basically didn't honor half of it...and my trade-in was not "unavailable", I made an appointment at carmax to address these concerns...because of the holidays an appointment wasn't available until the 8th of January. I was told that the shaking was the due to the brakes, and that the solution was resurfacing of the brake pads and the rotors...which I don't believe is true and is actually negligent....the solution is new rotors, and they are supposed to be replacing the control arm....but I am seriously considering whether or not the is car is a "lemon" and consulting an attorney because my life and my family's life was endangered, and it all stems from misrepresentations made by your dealership..from the financing to the cancellation guarantee to the pre-sale inspection. At first, it wasn't about the car, it was about the loan under false pretenses, but now I have a bad loan and a bad car and was tricked out of a good loan on a good car. I don't want the car or the loan, and at this point I am wiling to charge the difference on my pay-off to not have anything else to do with Carmax.

Business

Response:

January 30, 2015

Review: On Friday November 1st I made contact with Carmax to purchase my [redacted]. They offered me $[redacted] with their standard 7 day contract. I told them I was moving to New York City and that I needed instant access to the cash once I brought them the car. They told me I would get a cashiers check and that I would have immediated access to the money. On November 4th I took them the vehicle and the lady in the back that does the checks told me I would need to wait 24 to 48 hours for the cash. I explained what I had been told by the sales persaon and she said there was nothing she could do. I told her I needed access to the money right away for my move and I asked her to check with her manager to see if anything could be done. She left and came back in about 5 seconds and said no. It was obvious by the way she was acting that they have dealt with this numerous times. This is flat out lying which is illegal. I found a supervisor that was very smug and would not even consider helping me out. It was obvious he had dealt with this situation so many times as well. Carmax is a thriving business so they know they don't have to make me happy because they are going to have people showing up all day long selling them cars and buying cars from them. Does this give them the right to lie to people and treat them poorly without any consiquences?Desired Settlement: I believe Carmax should honor the original deal and purchase the car and allow me access to the funds immediately as promised. I think car max should be penalized in a way that will make them not want to lie any more(maybe pay a fine or give some money to a charity). And I think they should change their policy on what customers are told up front and how customers should be dealt with if they were lied to and if some type of illegal business practice was done.

Business

Response:

November 20, 2013

Review: I wanted to report a bad business practice that I've experienced with CarMax. When they check your credit to see if they can get you financed, their system runs through multiple (maybe 6 or 8) companies that they do financing with. I expressed concern because I did not want that many credit inquiries to hit my credit report. Because this step had to be repeated because the car that I selected changed, I was assured several times that it would only hit my credit report one time. In actuality it hit my credit report for every company that they represented causing my FICO score to decrease significantly. I was blatantly lied to and think this is a poor practice and one that does not represent what the company presents in it's feel good ads.Desired Settlement: I feel that they should make every attempt to correct this inquiries on my credit report and feel that this practice should be corrected. At least be honest with the consumer about what is going to happen, especially since I asked.

Business

Response:

June 30,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

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

to respond. Mr. [redacted]’s concern stems

from the number of inquiries on his credit file as a result of the credit

applications he submitted on December 2, 2014.

Our records reflect the following as it relates to Mr. [redacted]’s credit

application:

On December 2, 2014 Mr. [redacted]

submitted four credit applications to finance the purchase of at two

separate vehicles.

Before we obtained Mr. [redacted]’s

credit report, he executed a Credit Application Consent Form (“Consent

Form”) agreeing and authorizing that: (a) we could “forward the

application to any financial institution” to evaluate whether the

financial institution will purchase and service any resulting retail

installment contract, and (b) “multiple financial institutions will

separately obtain and review consumer credit reports” on the

applicant(s). A copy of the Consent

Form is enclosed.

Mr. [redacted]’s credit application

received 4 declines and 2 offers.

This information was shared with Mr. [redacted] and he elected to

accept the offer he received from [redacted].

The

above facts directly contradict Mr. [redacted]’s statement in his complaint that

he was not aware that multiple financial institutions would review his credit

application. Further, Mr. [redacted]’s

allegation that the multiple inquires has significantly lowered his credit

score is untrue. Below is an excerpt from the

blog post of the Consumer Financial Protection Bureau dated September 16, 2014

regarding credit inquires:

Any

change to your credit score from shopping will be a minor price to pay for

getting the best deal on a car, mortgage, or student loan. If you have a great

credit history, shopping around may have no impact on your credit score at all.

And even if your credit history is less than stellar, the impact from shopping

around for a loan is likely to shave off between one and five points. On a

typical credit score of around 675 that’s not likely to affect you much,

especially when you compare that to the hundreds or even thousands of dollars

you could save by finding a better interest rate on a loan.

For specific types of loans – auto, mortgage,

and student loans – credit scoring models are also designed to take shopping

for a loan into account. Let’s say you are looking around for an auto loan and

you authorize five lenders to check your credit score. All those credit checks

– the industry calls them “inquiries” – should either count as zero or one

inquiry, if the inquiries are made in a short period such as fourteen days.

We

have also enclosed a print-out from the FAQ page from Experian’s website that specifically

addresses the impact of multiple credit inquires when shopping for an auto

loan. We hope that this explanation

addresses Mr. [redacted]’s concern.

Thank

you again for bringing this complaint to our attention. However, given the facts of this case, we

cannot provide Mr. [redacted] with the relief he seeks. If you have any questions or concerns, please

do not hesitate to contact me at [redacted], extension [redacted].

Sincerely,

Paralegal

CarMax

Enclosures

CC: [redacted]

Review: I bought a car from CarMax in January. Iam very happy with the car.the only issue is the rear view mirror was damaged when I bought the car! the sales person wrote up a work order for it to be ordered and replaced!ive called them many times asking them to fix it! the always say its on order and they'll contact me when it arrives! they never call back!its been 5 mos!

Product_Or_Service: vehicleDesired Settlement: DesiredSettlementID: Other (requires explanation)

just want the mirror replaced like I was told!

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 Mr. [redacted] regarding the

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

he purchased on or about

January 9, 2015 from the CarMax store located in Duarte,

California. In this complaint, Mr.

[redacted] is requesting replacement of a damaged mirror.

After reviewing our records, it was determined that there

was a miscommunication and the part order was accidentally cancelled. CarMax has contacted Mr. [redacted] and informed

him that the part has been ordered and is scheduled to arrive on or about June

3, 2015. Mr. [redacted] will be notified when the part arrives.

CarMax apologizes for the delay in completing this repair

and 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: 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 purchase an advertised [redacted], last week I had a buyer interested in the car, upon an ispection today it was determined that the vehicle is a [redacted]a and NOT a [redacted]. A difference of about $6,000.00Location: Orlando, FLMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I want the different of the book value at the time of the sale.

Business

Response:

May 26, 2015

[redacted] Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

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

(the “Vehicle”) that was purchased on or about August 2, 2012 at the CarMax

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

In this complaint Mr. [redacted]r is requesting the difference of book value

at the time of sale.

According to our records, CarMax has been in communication

with Mr. [redacted]r to work out a resolution.

CarMax appreciates the opportunity to respond to this

complaint.

Please call me at [redacted], if you

have any questions.

Sincerely,

Analyst, Customer Relations

Review: On 4/7, CarMax charged my credit card $249 to have a car ([redacted]) transferred to my local CarMax location. 2-3 days later when I found out that the car had been misrepresented by CarMax, I cancelled the transfer and was told that the transfer fee would be refunded. It wasn't.

On 4/23 I called [redacted] from the Boynton Beach CarMax location to inform him that his company failed to refund me the transfer fee. He claimed that he'd talk to his manager about it. One week later, I still have not received the refund.

It has been 3 weeks since I was first told that this fee would be refunded to my credit card. It does not take 3 weeks to process a refund.Location: Boynton Beach, FLMake: [redacted]Model: [redacted]Owner/Co-Ownder? NoDesired Settlement: $249 fee refunded to my credit card, with no further delays/excuses.

Business

Response:

May 13, 2015

Revdex.com

720Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint received in your

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

[redacted](the “Vehicle”) that she paid to have transferred to the

CarMax location in Boynton Beach, Florida on or about April 7, 2015. In this complaint, Mrs. [redacted]

Is requesting that the transfer fee be refunded to her

credit card.

As stated in the complaint, Mrs. [redacted] paid to have the

Vehicle transferred. After paying the transfer fee, Mrs. [redacted] had concerns

because the battery in the Vehicle (which is an electric car) was reading nine

bars instead of 10. According to industry specifications, it is normal for the

battery to read nine bars and the quality of the vehicle not be impaired. As a

gesture of goodwill, CarMax decided to refund the transfer fee to Ms. [redacted]’s

credit card on or about April 27, 2015.

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: On March 24th, 2015 I financed a [redacted] from the Carmax location in Franklin, TN. After waiting to have new tires put on the car I drove home. That evening as I got close to home, it had been raining heavily, I saw water literally pouring into the cab on the passenger side from under the glove box. Frustrated, I called the dealership and reported the issue and was contacted the next day to bring the car in to be looked at. Carmax fixed the issue and I was able to pick it up the same day. A week after that incident I noticed the brakes making a creaking sound. I set up an appointment the next day to leave it with them. I was contacted later that evening and was told that the brakes weren't the origin of the sound but that it was instead the control arms on the front left and right sides of the car. Curious because the car had less than 26 thousand miles. I had to drive a loaner Nissan Altima around for a couple of days while the parts came in and the car was repaired. Days after I picked up the Mustang I noticed the creaking noise was still present. Then on April 24th 2015 we had a large rainstorm move into my area. That was a Friday. Saturday morning I went to drive the Mustang and I noticed a sloshing sound coming from the driver side door. The driver side door had filled with water during the night. Extremely frustrated, I emailed my sales rep at Carmax and informed him of the problem. He got with his managers and it was agreed that I get a different car. I searched Carmax's inventory and found a 2012 Honda [redacted] EX. I got the paper work done and during my drive home I heard a loud pulsating sound between 45-60mph. The next day I called and set up another appointment. Carmax later informed me that it was a bad engine mount. Thus, the engine was causing the reverberation because it was able to shake while at those speeds. I was informed it could take up to a week to repair. That's two vehicles in a row with bad problems on the first day of ownership.Location: 4075 Mallory Lane, Franklin, TNMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Given the level of frustration and stressfulness I've had getting a quality used vehicle from a place that is supposed to be the leader of certified pre-owned vehicles, I request I be appropriately compensated by being exchanged for a [redacted] with low mileage, that has passed all 100+ points of Carmax's inspection twice over by two different inspectors, and it shall be priced and sold to me with the same value and monthly payment as my current [redacted] purchase. It has be extremely inconvenient over the passed month to have had to return to the dealership, basically weekly, to fix one problem after another with 2 vehicles now back to back and I do not feel I have been serviced well at all being a first time Carmax customer.

Business

Response:

May 12, 2015

[redacted]Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Mr. [redacted] regarding the [redacted], [redacted] (“Vehicle 1”) that was purchased on or about March 24, 2015 from

the CarMax store located in Franklin, Tennessee (“CarMax”). The complaint also references the [redacted]

[redacted], [redacted] (“Vehicle 2”) that Mr. Warner exchanged Vehicle 1 for

on or about April 28, 2015, at the same CarMax location. In this complaint, Mr. Warner is requesting to

exchange Vehicle 2 for a [redacted] with low mileage at the same sales

price and monthly payment.

As stated in the complaint, there were mechanical concerns

that needed to be addressed with both vehicles after purchase. These repairs were all completed under the 30

day Warranty and Mr. [redacted] was provided with a loaner vehicle during the

repair process.

In the interest of customer service CarMax accepted a return

of Vehicle 1 outside of the 5 day return policy. CarMax is not aware of any outstanding mechanical

concerns with Vehicle 2. However, the 30

day warranty is still in effect until May 28, 2015. CarMax would be happy to extend an appraisal

for Vehicle 2 should Mr. [redacted] wish to sell.

CarMax is declining the settlement request as set forth in

the complaint.

CarMax appreciates the opportunity to respond to this

complaint.

Please call me at [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.]

Regards,

The fact that I purchased two cars back to back that immediately needed repairs is unacceptable. Carmax is supposed to be the use car dealer that one can trust when buying a pre-owned car. I will state this: I do not accept your "offer" and I care little about returning to Carmax for any further business. I understand that even in the "professional" world that a "used car salesman" still cannot be trusted. Unfortunately now, should I even choose to return the vehicle for another vehicle or sell this one back for a refund of my down payment, my credit has been "dinged" in doing so much "business" with you all lately that I wouldn't even be able to take my money else where without having an ungodly interest rate. You would not be satisfied in my situation, my co-workers that I've told would not be satisfied with my situation, and above all I am not satisfied with my situation. Carmax has failed, utterly, what with me being a first time customer and it is not welcome. Your "offer" is offensive and does nothing for the stress Carmax has placed on me. I understand, though. It's all about the Benjamins. Customer service does not exist anymore these days. It's a façade. I regret ever doing business with Carmax and will I ever return. You have a great day.

Review: Bought the car.

Within a week of having the car, I had to take it back. The car began to run horribly bad.

In addition, the rear sunroof sunshade had fallen loose and the driver's seatbelt had stopped retracting.

The overall experience getting them to even notice we were there when dropping the car off was very difficult.

The repairs took two weeks.

Finally got the car back.

After putting only 1K mi on the car the Oil Pressure Light came on, the emblem on the steering wheel has come off and the car barley drove. I took it to [redacted]. They said that the tensioner that was "fixed" was wrong, there wasn't enough oil in the car and a rear strut was missing a bolt (HUGE safety issue). In addition, the Water Pump is failing. All things that would of been apparent during a thorough inspection of the vehicle.

In the end, CarMax "quality" is going to end up costing me more than $1K out of pocket and lost wages.

Social Media makes things such as this easy to get around, as we have already done, in addition to this not being the first, but the LAST car we purchase from CarMax (after 10+ years buying from them).Location: [redacted]Make: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Reimbursement for Repairs.

Business

Response:

May

8, 2015

Via Electronic Mail

[redacted], Operations Team

Leader

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

writing in response to your letter which forwarded the complaint of [redacted]. On February 28, 2015, Mr. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of Norcross,

GA. In his complaint, Mr. [redacted] is

requesting CarMax reimbursement for repairs.

Mr.

[redacted] had several vehicle concerns and took the Vehicle to the [redacted]

dealer. CarMax reached out to Mr. [redacted] upon

receipt of his complaint. CarMax has

agreed to reimburse Mr. [redacted] for his repairs.

CarMax requested that Mr. [redacted] provide us his receipts and a check will

be sent directly to him.

CarMax

appreciates the opportunity to respond to this complaint. If you have any

questions, please call me at [redacted], ext [redacted].

Sincerely,

Customer Relations Analyst

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 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: 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

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: I went to Carmax to purchase a 2010 [redacted]. I met with the sales person named [redacted]. He stated they did not have the 2010 [redacted] but the had a 2009 for about 26,998 with approx 39k miles. I agreed to look at it and I test drove it and decided to buy it cash The salesperson and I went into a office to do the deal.. He pulled up the vin # and the car came back with a different price of 35k. Well the car was advertised for 26k and that's what I wanted to pay. I asked for a manager and the manager stated the car was mislabeled human error and they would not honor the 26k. If I wanted the car I had to pay the 35k. I then asked for her manager and I spoke to Tim Peters he told me the same thing and it was human error . I said again not my fault.. Honor what you advertise. Carmax always has advertisements stating you pay what's on the sticker. That's what I wanted to do pay the 26k that was on the sticker. I feel as though it was not my fault and they should honor what was on the sticker. I left the dealership and called the salesperson back because I wanted to take a pic of the sticker but he stated they changed it to the high price already. Carmax provide false advertisement and this needs to be addressed and they need to honor what they advertise.Desired Settlement: I want them to sale me the care for the advertised price of 26k like it was on the sticker.

Business

Response:

July 12, 2013

Review: I purchased a used vehicle from CarMax on 05/19/2013. They "certified" the used vehicle which included the tires. On 06/26/2013 my daughter was driving and had a major tire blow out. It is currently in the auto shop with over $1800 in damages. The auto shop certified that the tire that blew out was dry rotted and also certified that the remaining three tires are also dry rotted and need to be replaced. The auto shop stated that the tires would not have dry rotted in five weeks time. This was not disclosed at time of purchase nor was it noticed during their service inspections prior to the sale. I called and left a message for the service manager on 06/27/2013 & 06/29/2013, he returned my call on 07/01/2013 and was referred to the legal department. I have left several messages with the legal department on 07/02/2013 & 07/05/2013 and they have not returned my call. I attempted to call the service manager back and left a message on 07/06/2013 which he has not returned the call.I have to pay my insurance deductible of $500 and replace all four tires before it is safe to drive.Desired Settlement: I would like CarMax to pay the insurance deductible and pay for new tires.

Business

Response:

Re: [redacted]

[redacted] (the “Vehicle”)

Dear [redacted]

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of Riverside, California on 19 May, 2013. In her complaint, [redacted] advises of damage incurred to the Vehicle as a result of tire failure, and that the repair shop noted that the tires on the Vehicle were dry-rotted. She requests that CarMax cover her insurance claim deductible and the cost of four new tires.

As this matter is being addressed by [redacted]’s insurance carrier, [redacted] will need to approach her carrier directly with any outstanding concerns. CarMax is no longer in a position to assist.

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

Sincerely,

Senior Analyst

CarMax Customer Relations

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

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint [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,

My insurance carrier does not cover the cost of the new tires and will be pursuing CarMax for reimbursement of their portion but not my deductible or the tires. I feel I should not have to pay for the repairs that were incurred as a result of the failure to properly inspect the vehicle by CarMax technicians.

Review: my complaint is that I am buying a car from carmax and had a 60 month term, I have been a good loyal customer and but for one issue back in 2010 that I feel is unfair on their part and they should communicate with their customer more. Let me explain there was a incident were I sent a money order made from [redacted] in the amount of my truck payment and the mail box I put it in was broken into and the money order was stolen and cashed I was unaware and until the dealer notified me that they did not get a payment so I did a tracer and found out it was cash in L.A at a check cashing store and had to pay 39 dollars to replace it mean while I called carmax and explained what had happen and they said they could move they payment to the end of the contract ,I told them I could make a a double payment as soon as I got the replacement money order she said to make it easier move it to the end of the contact not once did she mention there would be extra charges so now my claim is i've wrote twice to corp. I got a response to contact them a talk to a very rude rep name [redacted] first she was nice all I was asking was to waive the last $362 then she became very rude and said it was my fault that I should have asked two years ago and when I told her the employ should have explained she said she don't have to I feel she should since I offer to make up that payment back then well it dii turn into an argument I was upset but I did try one more time to corp so I sent another complaining about the way the situation was handle and the rep who took the call and again another email to contact them they need more informationDesired Settlement: I feel at least that since I'm at the end at my end of my they should waive that $362 and they they should communicate with their customer better so this doesn't happen to anyone else this this is a rude woman and should work in a corp office with that kind of attitude

Business

Response:

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by [redacted]. It is my understanding that Ms. [redacted] is concerned with the balance owed on the account and that she feels that we did not adequately communicate how the extension she received on March 12, 2010 would affect her account. Consequently, Ms. [redacted] requests that we waive the balance on the account and that we update our processes to better communicate how an extension may impact an account.

First and foremost, please know that our records show that we advised Ms. [redacted] that finance charges would continue to accrue on the account during the month in which a payment was deferred or extended. Our records show that our representative that offered the extension on March 9, 2010 advised Ms. [redacted] that finance charges would continue to accrue during the phone call. In addition, please know that we provided Ms. [redacted] with an Agreement to Extend a Payment (Agreement) on March 15, 2010 that informed Ms. [redacted] that finance charges would continue to accrue. A copy of the Agreement is enclosed for your review.

Be that as it may, we have decided to waive the remaining balance of $385.33 in the interest of customer service. We are unhappy to learn that the financial implication of a payment extension was not clear to Ms. [redacted] despite our efforts. I am happy to inform you that sometime after 2010 we updated our payment extension agreement to better explain the consequences of a payment extension.

Finally, please know that we regret to hear about the customer service experience Ms. [redacted] received when she called to discuss her account. This matter has been forwarded to management for review and we will provide any appropriate feedback to the associate involved. Thank you for bringing this matter to our attention and affording us the opportunity to respond. Unless I hear otherwise, I will assume that this matter has been resolved. Should you have any questions or concerns, please feel free to contact me at [redacted] extension [redacted].

Sincerely,

Paralegal

CarMax Auto Finance

CC: [redacted]

Enclosure

Review: Problems with vehicle purchased from company. My husband and I purchased a [redacted] from the company in March 2013. In August 2013 the vehicle stopped shifting and the speedometer quit working causing the mileage to not register and the cruise control not to work. We took the vehicle to [redacted] in [redacted] where it was in the shop for over a week being repaired. We were told at the time that the manufactorer of the vehicle stated that this is a common problem with these vehicles and told the shop how to fix the problem. Now, 5 months later the car is getting ready to be put back in the shop for the same reason. The [redacted] over the service department at Pop's explained to me again that ** is aware of this problem with this vehicle and gives a solution. I asked him if this is going to be a continous problem that will need fixed every 6 months and he could not tell me yes or no. Right now this is covered under powertrain warranty but once we go over 100,000 miles our warranty will be gone unless we purchase more warranty. We still owe $11,000 on this vehicle and it has been in the shop twice since we purchased it less then a year ago. We are concerned that if this is a common problem with this vehicle why were we not told about it when we purchased it. We do not have the time to take off work or the money to continue getting this vehicle fixed. We would like to be able to possibly get into another dependable vehicle and not have to pay a higher monthly payment then what we already are. When I contacted Carmax I was told we needed to bring the vehicle in and they would appraise it and give us an over then put the rest of the cost on the new vehicle. We understand that's how this works but this is a problem that we were not informed about and if we had known about this problem we would not have purchased the vehicle. We would like to say that our experience with Carmax was a good one but we are upset that we were not told about the problems with this type of vehicle. Carmax states they go through a complete check of the vehicle and if this is a common problem per the manufactorer of the vehicle they should have known about the problem and informed us of that.Desired Settlement: We would like to have this vehicle replaced with another dependable vehicle and not pay any more out of pocket or any more monthly payment then what we are paying. We are paying $260 per month at this time and we put $1500 down on this vehicle at the time of purchase, which was our savings. We are not willing to put any more money down and we are not willing to pay any more per month than what we are paying right now.

Business

Response:

February 12th, 2014

Revdex.com

RE: [redacted]

[redacted] (the “Vehicle”)

Dear [redacted]

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the [redacted] (“CarMax”) on March 24th, 2013. In her complaint, [redacted] shares her frustrations with the on-going repair concerns with the Vehicle. Due to her frustrations, she is requesting that CarMax exchange the Vehicle for a different vehicle with no additional money out of her pocket while keeping her payments the same.

CarMax’s research shows no repair history with CarMax since the purchase of the Vehicle and the Senior Management Team at CarMax was unaware of [redacted] concerns prior to receipt of her complaint. [redacted] is invited to contact the [redacted] of CarMax ([redacted]) to discuss her concerns and what options are available to assist.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

[redacted] CarMax

Consumer

Response:

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

I attempted to talk to the [redacted] today at my local CarMax by calling the number and extension listed in the message. I called this morning at 1120 and left a message and when I didn't receive a call back I called again at 1513 and left another message. When I still had not received a call back I called again at 1726 and requested to speak to him directly. I was told he was out of town and they were unsure when he would be back. I requested at that time to speak to someone else regarding our situation. I was given to a [redacted] named [redacted]. I explained the situation to her as I have explained in my complaint. She asked if there had been a recall on the vehicle and I stated that we have researched that and were unable to find any recall on our vehicle. She then asked if we had purchased the warranty that they offer at their business when we purchased the vehicle. I explained to her that we did not due to the extra cost of the warranty and not being able to afford it. I explained to her what we are requesting and she stated she didn't think there is anything that could be done but would give the [redacted] a message. I asked her when that would be because I had to respond to this complaint and she could not give me an answer besides that he was out of town and not scheduled to be in the office for the next few days. I did not want to take the chance and wait to hear back from him before sending this and considering she told me there is pretty much nothing they could do I would like to reject this offer.

I would like to add that since filing this complaint our car is still in the shop getting fixed. We have been told by our local dealer who is fixing it that they had to take the transmission completely apart and order more parts before they could put it back together. There is no estimate at this time of how long this will take. They did offer us a loaner vehicle that we are driving at this time.

We were also told when we took the vehicle in for the repairs that our powertrain warranty will run out this month. Our local dealership stated they will contact the manufactorer and attempt to see if the warranty can be extended due to the issues with the car. Again, we have been told that they are unsure if this will happen again in the future.

In closing I would like to stress that I understand we bought a used car and did not purchase an extended warranty. We also understand the process of getting a car appraised and what happens with the extra money that is left over on the vehicle if another vehicle is purchased. Our issue in this whole situation is that we are being told that even though there is no recall on our vehicle that this problem is known by the manufactorer who makes it known to the dealerships. If this is the case we feel that if CarMax had done a complete check on this vehicle before putting it on the lot they could have known of this problem and not sold it or explained it to the potential buyer. Our purchase of this vehicle last year was a quick decision due to needing a vehicle for commuting after our other vehicle broke down and could not be fixed (there was a matter of a day between our old vehicle breaking down and the purchase of this vehicle). If we had had the time we would have researched the vehicle before purchasing it but we had to make a quick decision and, due to our credit and finances, this was our only option. All we want at this point is a dependable vehicle that we can use to commute back and forth to work and trust to have our infant son in that we won't get stuck along the road due to it malfunctioning. Our commute is 30 miles one way from where we leave. We are a growing family with other bills to pay and no back-up money for another vehicle or to continue to pay to fix the one we have. I hope that CarMax will understand this and try to help us in anyway they can. Thank you.

Regards,