CarMax , Inc.

Review: A used [redacted] that we purchased from this location a few years ago developed an oil leak. We took the vehicle into the CarMax location in Merriam, Kansas and they charged us to diagnose and repair the oil leak. We noticed not long after that the oil was still leaking. We scheduled a second appointment at this location and they did not charge us to diagnose the leak, but charged us again to repair the leak. We noticed not long after that the oil was continuing to leak. My wife and I tried to get in touch with someone at CarMax to get an appointment and no one would answer any of the phone lines there. I had a return voice message from someone there named [redacted], who took it upon himself to schedule us a repair appointment we could not keep. He said in the message to call if we could not keep the appointment and provided his personal extension. He never picked up the phone or returned our calls for the next two days. I tried unsuccessfully with my wife to call this location at least 30 times over the course of 36 hours. I informed them on two different phone extensions that I would be filing this complaint if I did not have my concerns addressed and my money refunded.

I finally called the corporate location and spoke with a representative who told me she would contact the local store and that someone from that store would call me by the end of the day. I received a call from a local manager, who told me he would look at our service records and call me back to offer me at least a refund for the diagnosis they charged us for. He never called back. He admitted that the phone system at this location is terrible and further stated that the best mechanics at the location no longer worked there. He told me I could have the extended warranty I purchased on the car honored at any certified repair shop, so I told him I would not bring our car back in there, as they had charged me for the repair twice already and failed to fix the problem.Desired Settlement: I paid for diagnosis once and repair twice of an oil leak. The oil is still leaking and I believe I am entitled to a refund.

Business

Response:

March 25, 2014

Review: This letter is to complain about service I recently received from a CARMAX dealer customer service management. I called CARMAX dealer on July 18, 2014, to find out how to deal with a problem I’ve had with my vehicle. As you can see in my account I bought the vehicle in the Sanford Location. I’ve had water leaking issues since the day I bought it. The [redacted] certified technician stated there is water and corrosion that indicates a pre-existent condition that must have been inside for a very long time. I understand that a lot of things could have caused water in the trunk area, however since the day I bought the vehicle I have had water leaks inside the car and neither the [redacted] or [redacted] location have been able to duplicate the issue. All the major issues started to occur after an intensive repair in the [redacted] location. My vehicle still had water leaks but I did not have the issues that I have now ever since I took in for service. After I had been communicating back and forth with the [redacted] dealership and CARMAX the entire week, the manager finally spoke to me. I had to describe my issue to him and he said he would get in contact with the location that sold the vehicle to me. After 24 hours of waiting I contacted the [redacted] CARMAX manager again and he stated that they will not help me and recommended to ask the [redacted] service writer to file a claim in the CARMAX warranty group and state it is an internal module short and to not mention water damage. Needless to say, I was quite frustrated.Desired Settlement: I would like the company to have my vehicle repaired and reimburse me the rental car I had to get and battery that needed to be replaced for this damage.

Business

Response:

[redacted]

Review: I purchased [redacted] 1/29 (4 CLENDER) on January 2015. At [redacted] WI. CarMax and they are Toyota dealer. I thought that I trust there service and Information they provided me about the vehicle but I'm extremely disappointed. I am having problem with the car.I was informed by the sales staff and sticker on the car I'll receive 35 miles on the highway and 25 in the city. Instead I get 27 miles on the highway and 19 to 20 in the city. It is a huge problem to me and cost me a lot of money in gas.I am very dissatisfied with the car and even more disappointed that I was lied to.I feel that because of the dishonesty from them, and my trust of there service as a buyer I was manipulated with the sole purpose for them to make a profit rather than to provide honest and fair service.I would like to have full resolution about this matter please. On Feb.12th 2015 I took my car to them because service manager asked me to come so he can put on computer for" Vehicle Diagnostic Report" he said every thing is ok. He said they can't do any thing about MPG. I've asked why you guys told me and had sticker on window about MPG he did not say anything.Then service manager talking about how you drive its depend on MPG I said on the highway have to be on the speed. Even in the city this vehicle giving me very low MPG. Thank you for your consideration and helping meSincerely,[redacted]Desired Settlement: I would like to replace my vehicle to hybrid. Originally I was going to buy hybrid from them, but when sales man manipulated with this vehicle then I changed my mind whish I could knew this was lie.

Business

Response:

March 10, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Mr. Afzal [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about January 3, 2015 from the CarMax store

located in [redacted], Wisconsin (“CarMax”).

In this complaint Mr. [redacted] is requesting an exchange of the Vehicle to

a Hybrid model.

According to our records, CarMax provided Mr. [redacted] with an

appraisal of the Vehicle on or about March 4, 2015. Mr. [redacted] sold the Vehicle to CarMax and

purchased a [redacted] on or about March 4, 2015.

CarMax considers the purchase of another vehicle the

resolution to this 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: [email protected].

Regards,

Thank you for your support in this matter. I did accepted because I was tied and got broke spending on gas. But they rip me off originally I had down payment of $9500.00 but with new car they adjusted only $4000.00 so they gained $5500.00 at least. Which is not right thing.Not even that they have charged me a administration fee again$99.00 which is another ripped off. Please let them know I'm looser and they are gainer again.Thank you

Review: We were concered with purchasing an [redacted] due to the location of the [redacted] dealership. The salesperson assured us they could do anything the dealership could including under warranty work or service.

This proved unture the very first time we had an issue while under warrenty. We were informed we would need to take it to the [redacted] Dearlership.[redacted]

[redacted]Desired Settlement: The [redacted] at this location should call us to explain why we were misinformed and to assure this problem has been corrected.

We would like to bring our car in for regular check-ups but we are skeptical about the being misinformed again.

Consumer

Response:

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

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

Regards,

Business

Response:

June 16, 2015 [redacted] 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 [redacted] Complaint ID [redacted] I am writing you in response to your letter dated June 1, 2015, wherein you forwarded a complaint from [redacted]. Mrs. [redacted] requested a phone call from a [redacted] at the CarMax store located in [redacted], [redacted] (“CarMax”) to discuss a previous service concern. CarMax’s records indicate that Mrs. [redacted] was contacted by a [redacted] on or about June 8, 2015 to address her concerns as requested. CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved. Please contact me at [redacted] extension [redacted] with any questions you may have. Sincerely,

Review: Carmax has been unable to fix my sunroof, resulting in water damage to my interior. The ceiling and seats have obvious water damage and there is a strong musty, moldy odor. I have had the same problem since I bought the vehicle in 2012, I took it back well within the 30 day period and have taken it back several times since then. They were unable to fix it and sent it to the [redacted] dealership to have them try. They have also been unable to fix the leak. I am 34 weeks pregnant and am potentially exposing myself and my child to mold/mildew. I have stressed this concern several times and so has my husband. My husband was told last week we would receive a call within 24 hours, we have yet to speak with anyone. I called the corporate office, only to be told there is nothing they can do, it is now out of their hands and under the [redacted] dealership warranty. I stressed my concern about being sold an essentially broken vehicle that I am making continuous payments on, only to be told that even with their "multipoint check", there was no way they would have known the sunroof was bad. I was told last year that Carmax only checks the FRONT half of the sunroof but not the back half and the back half is where the problem was and that is why they paid another dealership to attempt to fix it, as it was beyond Carmax 's scope. My husband asked if Carmax could put my [redacted] in their garage to protect it from further damage since we were expected to be hit by a hurricane, customer service said that should be no problem and expect a phone call to set that up. We did not receive a phone call and it literally rained inside my vehicle for three days. I called customer service again today, stressing I no longer want to deal with the store, only to be told I have to and "[redacted]" will call me. I've been trying to find "[redacted]" for about a week and have called several times asking for him and telling them I will be there at a certain time to speak with him. He is never there.[redacted]

[redacted]Desired Settlement: I'm not asking for a brand spanking new car but obviously they cannot fix a well documented problem, the [redacted] dealership can't even fix it! It is apparent it's too flawed and shouldn't have been sold to begin with! How did something as important as the seal in a sunroof, protection from the elements or whatever the issue is, they can't seem to figure it out, make it past their "multiple point inspection"? I am forced to pay thousands of dollars to be rained on and possibly inhale [redacted]gerous pathogens and expose my newborn to them as well. I still have two more years on my loan, and obviously it's going to continue to be a battle to fix this issue. If there is substantial mold/mildew, am I just supposed to let my baby be exposed to it?

Business

Response:

October 23, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mrs. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing you in response to your letter dated October 5, 2015 wherein you forwarded a complaint from Mrs. [redacted] regarding the Vehicle purchased from the CarMax store located in Richmond, Virginia on or about February 11, 2012.CarMax’s records indicate that we have paid off the remainder of Mrs. [redacted] loan on the Vehicle and have also reimbursed her initial down payment of $1,000. Mrs. [redacted] was satisfied with CarMax’s offer and has purchased a new vehicle from CarMax as of October 21, 2015.CarMax apologizes for any inconvenience Mrs. [redacted] may have experienced and appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted] Analyst, Customer Relations

Consumer

Response:

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

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

Regards,

Review: I traded in my [redacted] towards a vehicle I purchased from Carmax. Upon completing the trade in I signed a notice of transfer and release of liability. The sales agent assured me they would send it to the DMV. A few months later I received a bill for registration fees from the california dmv. I immediately called the Carmax location where I had traded it in. The person on the phone assured they would fix the issue and disregard the bill from the dmv. Which brings me to today I received a demand for payment from the the state of California franchise tax board. I would like this issue resolved as soon as possible.Location: 7766 Balboa Avenue San Diego CA 92111Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like them notify the california dmv that they own the vehicle and to take care of this collections notice sent to me.

Business

Response:

December

31, 2015

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted]

(the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from [redacted] about the Vehicle he

traded in to CarMax in Kearny Mesa, CA (“CarMax”) on November 28, 2014. In his complaint Mr. [redacted] stated that after

he traded in the vehicle he received a bill for registration fees from the California

DMV and a collection notice from the California tax board in regards to the

Vehicle.

On December 23, 2015 CarMax

Corporate Office submitted a release of liability letter to the California DMV

for the Vehicle on behalf of Mr. [redacted]. A copy of this letter was sent to

Mr. [redacted]. If Mr. [redacted] receives

any additional notices related to the Vehicle, or if he has further questions

about this matter, he may contact Rachel Isaac, Assistant Business Office

Manager at 858-712-6486 ext. 6001.

Sincerely,

Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

Consumer

Response:

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

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

Regards,

Review: On 02/14/2012 I purchased a [redacted] from CARMAX,I was assured at purchase that the vehicle had no damage/ accidents on its history and had a clean and clear [redacted]. This vehicle had issues two weeks out the gate. The vehicle spent quite sometime at CARMAX Servicing, for which I have all documentation. The end result was I was given a 6 month warranty on the work done. The issues persisted even beyond the 6 month warranty had expired. On 05/16/2013 I took the vehicle to be traded in at which point I was presented [redacted] Report which showed the vehicle had in fact been in an accident in 2009 contrary to the report Carmax presented at purchase. When I contacted CARMAX I was told by the sales manager to bring the vehicle in to get a free "look over" to determine if the damage was evident to the buyer, which is unacceptable as this accident was recorded as occurring on 12/02/2009. Had I known this vehicle was damaged I would not have purchased it as my reason for purchase was for a reliable vehicle which is not at all the case with this [redacted].Desired Settlement: I would like Carmax to take there vehicle back and refund me my downpayment and pay the amount back to my financing company as I was misled into this purchase by there sales associate providing me with a clear vehicle history report which is now known to be a fraud as the carfax does show an accident and damage.

Business

Response:

Dear Ms. [redacted]:

Thank you for forwarding the complaint received in your office from Ms. [redacted] regarding the Vehicle purchased from CarMax of Greensboro, North Carolina on 14 February, 2012. In her complaint, Ms. [redacted] advises that a [redacted] Vehicle History Report for the Vehicle indicated that it had been in an accident in 2009, prior to her purchase of it, and that this was not disclosed to her at the time of purchase. Additionally, she alleges that a CarMax associate presented her a fraudulent vehicle history report at the time of sale.

CarMax provides an [redacted] Vehicle History Report at the time of sale for every vehicle. A review of the [redacted] report for the Vehicle shows no indication of any reported accident in 2009.

While a [redacted] report for the same Vehicle may indicate an accident in 2009, CarMax would not have been aware of that information, as CarMax does not provide or review [redacted] reports at the time of sale. Therefore, the CarMax sales associate would not have been aware of any reported incident at the time of sale.

CarMax guarantees not to sell a vehicle with frame or flood damage or any other type of title branding issue. As there is no indication that any such issue exists with the Vehicle, CarMax declines to provide Ms. [redacted] with the relief she seeks as set forth in her complaint. However, in the interest of customer service, CarMax would like to invite Ms. [redacted] to visit the CarMax nearest her to have the Vehicle re-inspected for any indication of previous damage.

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

Sincerely,

Senior Analyst

CarMax Customer Relations

Review: Carmax of Lithia Springs, GA sold us a wrecked van in Aug 2009. We noticed before buying that something was wrong with the alignment. We were assured that this would be repaired without question. We bought the vehicle trusting Carmax advertisements & the personnel onsite. Within 2 weeks, took the vehicle to a closer location (Norcross). Within minutes, I was asked if we had had an accident. I was shocked & answered no. They replaced inside wheel liner on front right side & said that I needed to go back to Lithia Springs which we did within another week or so, where we were told they fixed it & was at no cost to us. Overall experience was normal stuff, maintenance, etc. We drive van for family or weekend trips so miles add up slowly. Fast forward to June 2012. We are getting ready for trip & take it in for normal maint including an alignment. I am asked by my mechanic if we've had an accident. I am furious because it's at this moment that I realize that we have been scammed. First Carmax did not live up to their advertisement of thoroughly inspecting and reconditioning the van, & then did not complete the repair as they said they did 2 1/2 years earlier. MaxCare extended warranty came out to look at van & declines to cover under warranty because it was 'caused by an impact' not a product defect. Understandable, except WE DID NOT HAVE OR CAUSE THE IMPACT. Carmax (Norcross)offered to split $1200 repair with us. We pay for it & they repay us 50%. I had bought the needed part that cost near $250 so I counter offered the part if they (Carmax) would fix it. Norcross Svc Mgr declined. Three mechanics told me that this impact was severe enough to immobilize van. We met with Asst Store Mgr [redacted] & showed supporting docs, ie. drivers records for last 7 years & insurance records for last 3 years. The result of our discussions were not acceptable & since there's no way to know how this issue is going to affect future warranty issues & our trust is gone, we returned the vehicle.Desired Settlement: We paid $353 for 37 months which comes to $13,061 - for a wrecked vehicle. We have paid much more than reasonable. We have received a settlement offer from Carmax with a current pay off of $2358.72. Another letter indicated they are willing to accept $1,886.98 in satisfaction and settlement of my account.I would like to see this amount cleared in full and any negative records removed, or updated to reflect resolution of account.Let me know if you need any supporting documents.

Business

Response:

Dear Mrs. [redacted]:

I am writing in response to your letter dated May 19, 2013 wherein you forwarded a complaint filed by Mrs. [redacted]. A settlement has been requested by Mrs. [redacted] that CarMax clear her account in full and remove any negative records, or update the account to reflect resolution.

Mrs. [redacted] purchased a 2006 [redacted], VIN [redacted] (“the Vehicle”) at the CarMax store located in Lithia Springs, Georgia (“CarMax”) on or about August 9, 2009. CarMax serviced the Vehicle and made necessary repairs on the dates that Mrs. [redacted] brought the Vehicle in for repair; May 17, 2010, August 31, 2010, November 2, 2011, and November 10, 2011. CarMax has not had the opportunity to repair the Vehicle since November 10, 2011. CarMax Auto Finance took possession of the Vehicle on or about October 11, 2012. The amount of deficiency balance after the sale of the Vehicle as of November 26, 2012 was $2,092.94.

CarMax would like to extend an apology for any inconvenience Mrs. [redacted] may have experienced. However, CarMax is declining the settlement as set forth in the complaint. Be that as it may, CarMax Auto Finance has indicated that they may afford the opportunity for Mrs. [redacted] to settle the balance owed for less than the full amount. To discuss this opportunity, Mrs. [redacted] may contact CarMax Auto Finance at [redacted]

CarMax appreciates the opportunity to respond to this complaint.

Sincerely,

Analyst, Executive Response Team

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Mrs. [redacted], I'm attaching the initial service documents that were not included in CarMax' response. You'll see that we had vehicle serviced for same issue that's in dispute at the end of our possession of vehicle. In those particular service records are very similar descriptions of the malfunction that we noticed prior to buying vehicle. We were told and their records reflect that problem was fixed. However, I have been told by several mechanics that the damage done was caused by an impact that would have required a tow truck to move vehicle. We provided documents from our insurance agent(s) and official driving records for the last 7 years. We did not have the impact that caused this damage. Time lapse seems to be an issue from CarMax. We only used the vehicle on weekends and family trips or events. In the 3 years we owned the van, we only put 21,000 or so miles on the van. That's the only reason it didn't surface sooner. Would that have helped our case? So we're being penalized because we used the van so little. Really?!

Shortly before 'giving back' the vehicle, my husband went to the Norcross location with the van. We had at that point an estimate from [redacted]. At no point, did the service manager offer to look at the vehicle. He said he would have to check with his supervisor before he could do or authorize anything. My husband OFFERED to leave the vehicle, to which the service manager declined. The lack of CarMax looking at the van is OUR FAULT?! My husband took off work to take care of this and the van be repaired properly or plans set in motion to resolve. But this did not happen. And now it's being used AGAINST US?! I don't understand.

Please let me know where we go from here.

I appreciate your help and time.

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: I was purchasing a used [redacted] that I never picked up due to problems they were suppose to take care of. I cancelled the request to purchase but they cashed my check and I still have not received a refund to date. I have sent them my copy of my bank statement showing my cancelled check for $33490.57.This check cleared on the 20th of June the very next day.They keep telling me the check is coming from corporate and could take a month. Its now July 8th and I can't see any reason for them to not send me my check. I feel the timeframe is unreasonable since its such a large check. I also live in a condo and feel they should federal express the check to be sure I receive it.We also did a trade at the time and requested that they give us that car back but they told us they sold it which was only 1 and 1/2 days later which we found hard to believe. Anyway, we are now stuck without a second car and with them tying up my cash since June 19th. I keep calling and they can't give me a date or timeframe that I will receive the check. Please see why I they haven't mailed me a check back since they have all the documentation that my check has cleared from [redacted] on June the 20th. It will be 3 weeks this Wed. I thank you in advance for any suggestions or answers for me to get my money back. Best wishes, [redacted]Desired Settlement: I just want my $33,490.57 back since I never took the car as it had too many issues so I was not satisfied.

Business

Response:

11 July 2013

Review: In June 2013, me and my wife were looking for a car to buy from you all. We have bought cars from you in the past. We found a [redacted]. We tried it, but it had break problems along with scuff marks. We returned it and got [redacted]. We were told that it had [redacted] phone support. It had scuff marks and were buffered out. Now, it is October 2013 and some of the tires need to be replaced. The value stem on one needs to be taken to a service shop to be filled up. As well, the leather thread is coming loose, the ipod connector is falling apart, and the chip marks are coming back. We expected more out of Carmax. Why would you give tires that need to be replaced within four months of purchase? The store is more interested in just selling the car and not the car and experience. They covered up the seat flaw along with mistating the blue phone support to us. The package from [redacted] is $3500 for phone support alone!! And with the tires that is at least $250!! What else is going to go wrong with this car? We were going to look for a truck thru you all, but with this experience, we are not even going to entertain the idea.Desired Settlement: Fix all issues and ensure no other issues are present and not to hide and misrepresent product and its issues.

Business

Response:

November 11, 2013

Via Electronic Mail

Re: [redacted]

Dear [redacted]:

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

On June 7, 2013 [redacted] purchased a [redacted] (the “Vehicle”) from the CarMax store in [redacted], [redacted].

[redacted] stated in his desired settlement that some of the tires needed to be replaced, the ipod connector is falling apart, seat flaw and telling him he had blue tooth phone support . CarMax wants to encourage [redacted] to contact the store management team to speak to them on these issues. Our service manager can be reached at[redacted], extension [redacted]. CarMax is sorry for any inconvenience [redacted] incurred.

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

Sincerely,

Review: I purchased this car at the beginning of September. I immediatley started having problems. It took 3 weeks and 3 rental cars, and numerous trips to and from the location in [redacted], but it was finally fixed and I did not have to pay for anything. Within one month, my brakes starting squeaking. I waited until my car was due for its first oil change, and made the Ford Dealership aware of my concerns with my brakes. As part of their oil change service, they do an all points inspection on the vechicle. Here is what was wrong with my vehicle that I had to pay for out of pocket: Rotors - My rotors were glazed over, and causing squeaking/warping. All rotors had to be machined. CarMax should have seen this in their inspection, and corrected this prior to sale. Tranmission Fluid - Was very discolored. This service was supposed to be completed at 30K miles, and was not. I purchased the vehicle at 38K miles. CarMax should have done this prior to sale. Cabin Air Filter - Easy to replace. It was filthy. CarMax should have fixed this prior to sale. In addition to that lovely trip to the dealership which cost me $490.72, my tire pressure sensor went off. My right front tire was slowly leaking air. I took it into discount tire. Low and behold - this tire was a FLAT BEFORE! It was not fixed properly. It was patched from the inside, not the outside. This is clearly obvious if you examine the tire. I had to purchase 2 new tires, because they need to be bought in pairs. Total cost to me: $357.66. I had to open a new credit card to pay for this. Completely ridiculous. The total cost I have had to pay is $848.38.Desired Settlement: I would like to be issued a check for this amount so that I can be reimbursed for the repairs I had to cover AND pay off the credit card I had to open to get new tires. If this is completed, I will consider my issues with this vehicle resolved. I have every receipt showing these charges, and will be happy to provide them.

Business

Response:

December 9, 2013

VIA ELECTRONIC MAIL

[redacted], [redacted]

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Ms. [redacted]

Dear [redacted]:

I am in receipt of the complaint that was filed by [redacted], on November 21, 2013, regarding a [redacted] (the “Vehicle”), VIN [redacted] that was purchased at CarMax in [redacted] (CarMax) on or about August 22, 2013.

The complaint references the cabin air filter requiring replacement. As a gesture of customer service, we will reimburse [redacted] for this service that was required at 32,000 miles.

In the complaint [redacted] references the transmission fluid as being dirty required a change at 30,000 miles. CarMax verified with Ford’s maintenance records that the transmission fluid and filter should be changed at 150,000 miles and that discoloration is a normal driving condition of the vehicle.

CarMax did not have the opportunity to address and was not aware of the brake noise or tire concern. These concerns are maintenance items that are not covered under any warranty outside of our Limited 30-day Warranty, which has expired.

CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement request as set forth in the complaint, with the exception of reimbursement for the cabin air filter. To receive reimbursement for the cabin air filter, [redacted] may contact [redacted] at [redacted]. CarMax will require a receipt in order to process the reimbursement.

Sincerely,

[redacted], Customer Relations

Review: I was mislead about the true condition of a [redacted] Special Edition before being charged a $149.00 relocation fee on 22 Nov 2013. On 22 Nov 2013 my sales consultant was [redacted], and before I agreed to be charged the relocation fee [redacted] e-mailed the other location #[redacted] about my conditions which were no dent, dings, and no evidence of body work having been done to the vehicle. The other location responded with the vehicle being free of any of the cosmetic issues or defects that I discussed with [redacted]. [redacted], a Sr. Sales Consultant called me after I left CarMax mentioning a small crack in the dash that CarMax would repair free of charge which was fine with me. On 29 Nov 2013 the car arrived at the new location, and I was contacted by [redacted] to come and inspect the vehicle. Upon arrival at the CarMax, I went out to the parking lot to meet with [redacted] to take a look at the vehicle. All of the conditions that I had discussed with [redacted] were present on the car after conducting an inside and outside inspection. After discussing the issues with [redacted], all she told me was that the price would not be adjusted. I then spoke with a floor manager [redacted] about being mislead about the condition of the vehicle, and her response to me was that she did not notice any issues with the car and that I would have to wait until the next day for a refund. On 30 Nov 2013, I came back to the CarMax for a refund and was told by the General Manager that he did not see any issues with the car even after I clearly pointed out all of the cosmetic issues with the car that were discussed with [redacted] before agreeing to the transfer charge. His response was that the car was in acceptable condition to him, and that I would not be getting my transfer fee back. I then told him that I would be contacting the Revdex.com in this matter. Store #[redacted], Texas [redacted].Desired Settlement: That they Refund-Credit my credit card, and conduct honest business practices when their customers ask for the true condition of their vehicles before being charged relocation fees.

Business

Response:

December 20, 2013

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,

Review: I purchased a vehicle from Carmax in November 2012. The vehicle was totaled in an accident in November 2013. My car insurance company ([redacted]) paid CarMax the remaining balance due on my vehicle in November 2013. On December 9, 2013 I received a text message stating my account was past due and to contact CarMax immediately. I called CarMax's auto finance department and spoke with a customer service agent who told me CarMax had received the payment from my insurance company and that I was due a refund. The representative told me she would process the refund after the check from my insurance company cleared and get that refund to me as soon as possible. I have yet to receive this refund. I spoke with several customer service representatives at CarMax during the month of January to get a status update on my refund. Every rep I spoke with told me my refund was delayed because of one reason or another but assured me that they would handle the issue. On January 15, 2014 I received a call from a representative by the name of [redacted] who told me my refund check was placed in the mail that day and that I should have in it 7 to 10 business days. As I stated previously I still have not received my refund and it has been 3 weeks. I called CarMax this morning and spoke with a rep that said the check was placed in the mail on 01/15/14. This rep put me on hold and came back to the phone and said the check has not been mailed and they would overnight mail one to me. At this point I have zero faith that CarMax will mail me a refund at all let alone overnight. I feel their customer service department has lied to me on too many occasions and they have no intentions on issuing me the refund they owe.Desired Settlement: I would like to receive my refund in addition to an apology/explanation from CarMax.

Business

Response:

March 7, 2014

Revdex.com Serving Central Virginia, Inc.

RE: Consumer Complaint of [redacted]
Retail Installment Contract Dated 11/24/2012
[redacted] Account No. [redacted]
Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by [redacted] regarding the above-referenced account. [redacted] is concerned about the status of her refund and requests for an explanation for its delay.

First and foremost, please know that our records do show that [redacted] was due a refund in the amount of [redacted] as of December 9, 2013 after we received a total loss insurance payment from [redacted]. Unfortunately, our records also show that we encountered a system error on that day that prevented [redacted] refund from being generated.[redacted] contacted us on January 13, 2014 regarding the delay and we discovered our initial error. Accordingly, we submitted a manual request to generate [redacted] refund immediately. Unfortunately, there was a delay in processing the request for[redacted] refund.

I am, however, happy to inform you that the refund was sent to[redacted] via [redacted] overnight on February 10, 2014 and it is our understanding that [redacted] received the refund on February 17, 2014. In the event that [redacted] did not receive the [redacted] package, I would request that [redacted] contact me at [redacted], extension [redacted] and I will investigate the matter immediately.

Thank you for bringing this matter to our attention. It is our mission to provide an unrivaled customer experience and we are disappointed that we failed in our commitment in this case. We hope that [redacted] will still provide us with the opportunity to be of service to her in the future and we apologize for any inconvenience the delay of the refund may have caused.

Sincerely,

CarMax Auto Finance

CC: Tonica Williams

Review: On February 27th, 2014 I purchased a [redacted] from CarMax in Knoxville, TN. The [redacted] I thought I was buying turned out to be a completely different charger, none of the features were the same. I noticed that the window trim was cracked, and in some places completely cracked. No big issues there right?! When I took the car to get window tint, the guy who tinted the windows informed me that there was, in fact, window tint on the car before and that it had been removed improperly causing him not to be able to do a proper tint job on the window. Then a week, maybe two, after I brought the car home the check engine light came on, and I started hearing a "ticking" (and at the time what I thought was a grinding) noise. I called the dealership, and at first, got nowhere. I then called corporate and told corporate about the issues that I found with the car. Corporate contacted a sales manager by the name of [redacted] . [redacted] called me and told me to just bring the car back up to the dealership and they would fix it no problem, but since the car was out of the 5 day guaranteed warranty I could exchange the car or get a refund. Trip #1 for service - I took the car back to the dealership. [redacted], who works in service, met me outside when I pulled up and we went over what was wrong with the car. [redacted] heard the ticking noise, but not the grinding noise, and he did see where the window trim was cracked and broken. He looked at the window tint and just pretty much flat out told me that it was a bad tinting job and that CarMax would not pay to have the tint taken off and put back on (even though this was not my mistake). Keep in mind [redacted] had already told me that this would all be taken care of no problem. I sat at CarMax maybe an hour and a half, close to two, when [redacted] came out and told me that they were going to have to get me in a "loaner" vehicle due to the fact they didn't have time to try and get a diagnosis on my vehicle that day. With pretty much no choice, I took the loaner vehicle, which they put on my insurance instead of theirs. [redacted] called me within a day or two and told me that the ticking noise was something in the transmission, and since the car was still covered under the manufacturer's warranty, they were going to send it to their [redacted] dealership. By the time they sent it to the [redacted] dealership, they did have the window trim fixed. I called [redacted] to touch bases with him and to be sure I wasn't going to be charged for having the "loaner" car since it was going to be longer than expected. Several days went by and [redacted] finally called and told me that the dealership had my car fixed and that I could come pick it up. When I arrived to pick up my car, [redacted] gave me all the paperwork that showed what was serviced on the car and sent me on my way. When I got in my car and started it up I still heard what sounded like a grinding noise, and when I closed the door the door panel flopped loosely. I went back in and asked [redacted] to come out, so that I could show him the issues I found. he did see the door panel easily, that wasn't hard to miss. Then I started the car and he said he didn't hear the grinding noise even though I was pointing out the "pattern" it was grinding in. [redacted] went and got a manager and showed him the door. The manager said that it was a clip on the inside of the door panel that was broken, and for me to take it to my local [redacted] dealership and let them fix it and CarMax would take care of the bill. [redacted] also told me to let them listen for the "grinding" noise that I was hearing to see if they heard it. I made an appointment with [redacted] for them to inspect the car. When I took the car to [redacted], they told me that the clips inside the door panel couldn't just be ordered separately and that the whole panel had to be replaced, costing $799 for parts only. Turned out the "grinding" noise, that I was hearing, is the transmission humming, which [redacted] said is normal. I, then, called [redacted] to inform him of [redacted] findings. [redacted] said that CarMax would rather order the clips and would be able to fix it much cheaper, which let me know right then that they were going to rig my car up since a [redacted] dealership said those clips weren't sold separately. Trip #2 for service - I called before going up to Knoxville and [redacted] said that he would have me another "loaner" car ready when I got there. On my way up there, I noticed that the rear windshield heated defrost doesn't work. When I went inside to give [redacted] my car key, I simply asked him how long would I have to wait cause I was pressed for time. He got nasty and stated that I could take the smaller car if I was in that big of a rush (I had to have a vehicle big enough for 3 car seats). At this point, I am over all of the issues with CarMax. None of the times I went up there did I get to speak with the original sales manager, [redacted], that I had spoken to at first. I requested to speak with [redacted] to see what alternatives I had. He was very adamant about not refunding my money or trading the cars. He said the only thing that he would be willing to do is an appraisal on the vehicle and them giving me what it was worth back. I didn't have time to deal with that, so I left and, again, called corporate. By this time I am very irate because I just bought a car a little over a month ago and it has already had TRANSMISSION issues and these people had the nerve to act as if it was my fault that none of the warning signs occurred within 5 days of me purchasing the vehicle. I talked to [redacted] at CarMax Corporate and he assured me that this situation could be resolved. He contacted the General Manager ([redacted]) CarMax in Knoxville. [redacted] contacted me on a Monday and I gave him a run down of EVERYTHING that had happened. Pretty the only options they were giving me was to bring my car up there and let them do an appraisal and they could either refund me my money, except taxes and interest, and have no car, or they would refund me my money, except taxes and interest, and my down payment could transfer to another vehicle BUT I would have to refinance. My other option is to keep this raggedly car that they sold me!!!! Which landed me here, filing a complaint. Right is right, wrong is wrong.Desired Settlement: All I ask for is a vehicle that is guaranteed to work. Of course, no one in their right mind would have purchased a vehicle that they knew had transmission issues to begin with. I just want to switch the vehicle out for another charger that has no issues. I, now, do not trust the vehicle that they sold me since the transmission was the first thing that had to be repaired within a month that I bought it. Just a no hassle exchange for a car that has no issues is all that I ask.

Business

Response:

21 April 2014

Review: I called to have my vehicle serviced because the engine was running hot, which I have had the vehicle for not 6 months and have the vehicle in for service 6 times. It took 4 calls before anyone picked up and also left a voicemail but never received a phone call back. After a couple of hours of callin I finally got in contact with someone, which seems like they were busy which was understandable. While speaking to [redacted], who picked up the phone, I expressed my concern for my car and that I needed to get it looked at immediately. She was a little rude and basically said I would have to wait and needed to make an appointment whih was not a problem, so I proceeded to speak with a manager in which she hung the phone up in my face. I called Corporate Carmax located in VA, and wanted to file a complaint. I spoke with a very nice lady who took my concern serious and contacted the Carmax service department. I then got a followup call from the manager of the service department, which I was still not satisfied with the result due to him recommending me to another facility. Keeping in my mind my engine is running hot and providing him that I didnt want to do damage to my engine by driving to another carmax facility located 20 minutes and saving the $50.00 on the deductible for the extended warranty. Basically I have contacted both the corporation and service manager and still not feel the issue is addressed and I'm not satisfied with the outcome.Desired Settlement: I had to take my vehicle to another repair facility for the repair which cost $300 for the deductible instead of the $250 I would have paid at a Carmax service facility, so I would like a refund of my $50 due to the horrible experience and the inconvenience trying to find another facility, while tying to make sure im not damaging the engine.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Thank you for forwarding the complaint received in your office from [redacted] regarding the

[redacted], VIN [redacted](the “Vehicle”) that he purchased on or about

November 16, 2013 from the CarMax store located in Pineville, North Carolina. In this complaint

[redacted] is requesting reimbursement of the additional $50.00 he had to pay because he could not get an appointment at CarMax.

As stated in his letter, [redacted] contacted the Service Department at CarMax to try to get an appointment. At that time, there were no available appointments and due to the mechanical concerns that the customer had, he was advised to take the Vehicle to another repair facility.

[redacted] purchased the Extended Service Plan. There are several benefits to the plan including coverage for towing (as long as the repair is a covered repair) and a provision to take the Vehicle to CarMax or any other licensed dealer. As stated in his letter, CarMax allows a $50.00 discount if the Vehicle is repaired at a CarMax location. CarMax appreciates the opportunity to service the vehicles that our customers purchase from us , however, CarMax does utilize the appointment system and can sometimes have appointments that have been set weeks in advance.

CarMax reqrets that we were not able to service [redacted] Vehicle on the day that he brought it in. CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.

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

Sincerely,

Analyst, Executive Response Team

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: Purchased a car. The car oil sensor keeps coming on. This problem started on the 29th day after buying the car. I have taken the car to the [redacted] deal ship to fix the problem because the Carmax was unable to service the car. I was told by the sales person that the car could be serviced there.Desired Settlement: I would like to have my car repaired.

Business

Response:

July22, 2014

Review: I purchased a car in February of 2014. Within my 30 days I took the car back to the maintenance shop with complaints to an issue with oil. The service manager Libby advised me to keep an eye on it and call back if it there were anymore issues. I monitored the cars oil consumption for approximately 5 months. (There was about 2 weeks total the car was in the shop for repairs). I called the sales woman and told her my issues. She then had me come in so we could trade the vehicle in. Carmax gave a generous appraisal. Not enough to cover the loan and there was a negative equity of 1200.00. I did not have extra money since I used 3500.00 as a deposit on the car. After speaking with [redacted] at the corporate office I was informed that the carmax maintenance shop did some research on the [redacted] that I purchased and found this was a common engine problem. I was then told to just check the oil often and it's my fault for purchasing a [redacted] from [redacted]. There was no sympathy from this person at all in fact he felt the need to crack jokes that I did not find very humerus at all especially since he also told me I am stuck with a car that has oil consumption problems and I drive with a small child in my car daily and am now worried about the engine seizing on me.Desired Settlement: I would like the money back I deposited on the car and carmax to payoff the loan and take back the car they sold me that has engine/oil problems. I want to take my business elsewhere.

Business

Response:

23 August 2014

Review: When I arrived at CarMax to sell my car, I was asked if I had sold a car with them before. I stated I had not and that this was the first time I had sold a car to a dealership. I was repeatedly told that CarMax would buy my car and I could "walk out with a check today". The salesperson used both the term "check" and "bank draft" interchangably. As a layperson, my definition of a bank draft is a check that is a cashier's check or some other type of check that is guaranteed by the bank it is drawn on. Based on this definiton of "bank draft", the currency exchange should have been a check that could be cashed OR deposited. I was told that I could "walk out with a check" or split the funds into a down payment AND check. I accepted the offer for my vehicle (for the check only) and proceeded to the cashier station. I was asked to verify the information on the check (my name, address, and the dollar amount). The cashier informed me that the money could be deposited in my bank, but did not at any time tell me the payment I was receiving was not cashable as a check or bank draft. I was never asked to sign anything stating that the funds would not be guaranteed by the issuing bank ([redacted]). I was never shown anything in writing stating the bank draft was for deposit only. I was never asked sign anything stating the item I was receiving was not cashable. I was never verbally told by the cashier that the check was for deposit only.

After not being able to cash the check at the bank, I called the main customer service line to inquire about the check. The customer service representative stated that it should have been explained to me during the sales process that the check was non-cashable and was only available for deposit. As I stated above, this was not ever mentioned by the sales person or the cashier. Doing after-the-fact research, I see that CarMax states this on their website (on the very bottom of their FAQ page) -- why do their customer service professionals not explain this during the sales process? This is essential information that should be given to the customer immediately, especially when the customer has indicated they have not sold a vehicle with Car Max before. Again, doing after-the-fact research, I looked at photocopies of some forms from my transaction and the only time the deposit-only clause is mentioned is on the BACK of a form and in fine print. As stated above, this section of the form was not shown to me, explained to me, or signed by me indicating I had agreed to receive a non-cashable check. The front of the form, which contains all my personal information as well as the amount of the offer, contains Car Max advertising on the bottom which indicates that I can walk out with money today.Desired Settlement: This type of advertising for a service is misleading. Upon hearing the customer has not sold a vehicle at Car Max, service personnel should explain the entire sales process immediately. The customer has a right to know that the currency they are receiving is in fact NOT a check OR a bank draft in the general definition of those terms. These terms are easily misunderstood by a layperson and should be explained. The terms "check" or "bank draft" should not be used as the currency document which the customer is given does not indicate anywhere on the document that it is for deposit only. The terms of the transaction and the type of currency given should be again explained in detail when customers sign over their vehicle to the business. The customer should be shown in writing that the check is non-cashable and then be asked if they wish to continue with the transaction BEFORE signing any paperwork. This is especially important as the transaction is non-refundable. Service personnel should be trained in the proper terminology for the sales process and how to explain it to their customers. Car Max advertising should not indicate in any way that a customer can walk out with money (albeit a check, bank draft, or otherwise), because that phrasing indicates to the customer that these funds will be available to them immediately. Sales personnel should also refrain from using these terms.

Business

Response:

September 17, 2014