CarMax , Inc.

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: 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: 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 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: 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

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: 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: 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: 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

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: 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: 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: 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: 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 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: 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: 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: 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:

Buying a used vehicle is all about being prepared and patient no matter where you buy from, CarMax is no exception to this strategy. If you plan to trade in your old car, one of the best things you can do is obtain an online offer from [redacted] as well… they have a cash buy program that will act as your 2nd option if the CarMax appraisal is lower than you expected (lower than [redacted] or [redacted] let's say). I had a great experience from my last CarMax buy, partly because I; researched my vehicle choice, waited for the exact/best car to become available, transferred it to my local store, secured financing before the test drive, and obtained a cash buy from [redacted] before getting a appraisal from CarMax for my trade.
CarMax undershot the [redacted] offer by 16% ($3,402)… remember, CarMax will not negotiate either the sale or trade amount, so bewared, prepare in advance and your experience will be of "no surprise". I told my sales person to write up the sales order without trade while I went down the street to turn in my trade to the local dealership that works with [redacted]… went smoothly and only took 15 minutes for me to have a check in hand… back to CarMax to finish the purchase paperwork… all in all, everything was satisfactory.

Carmax sucks and the com ain't record speaks for itself .. 800 in three years and Revdex.com gives them a plus , but you guys are rating terror groups to lol your a good source of info Revdex.com.