CarMax , Inc.

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 purchased a vehicle from carmax in fredrick but im a resident of Florida so when I go to register my vehicle Florida sent me back everything stating I didnt have the correct power of attorney paperwork and need a 2nd vin verification from a state trooper.So I contact carmax and the gave my fiance the correct paperwork but due to the tags being expired they also issued me another temp tag good till may 23rd 2015 and said once you get car registered call us so we can put your information on file.A week later we recieve a paper in mail about repossessing the car due it not being registered.Both I and my fiance contact the corporateofficeas well as our lender to let them know what was going on and corporate said there was nothing they could due it was the lender whom they are obligated to have certain paperworkto by a certain time.So I let them know I would be calling the lender which is exeter finace and they told us as long as the car is being paid on and is registered which it was.Needless to say when we went to make Aprils car payment exeter said are account was closed and carmax boughtback the vehical on the 21st of April.No one had contact use to say anything we still had the vehical in our pocession.I then again reched out to numerouspeople at corporateto find out what was going on all all the could say is we can either refinace the vehical on our own or return it back to the carmax.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like some sort of refund or replacement if they can find another finacing for us or help us find another vehical.Due to this we cant even refinace until this comes off his credit which could take a couple months corporatetold us.

Business

Response:

May 26, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

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

(the “Vehicle”) that was purchased on or about October 25, 2014 at the CarMax

store located in Frederick, Maryland (“CarMax”). In this complaint Mr. [redacted] is requesting a

refund or a replacement vehicle.

According to our records, Mr. [redacted] purchased the vehicle in

Maryland, but was residing in Florida.

Mr. [redacted] is responsible for registering and titling the vehicle

properly with the state of Florida. CarMax

sent out of state processing paperwork to Mr. [redacted] after the sale. CarMax attempted to contact Mr. [redacted] from

January 12, 2015 through April 2, 2015 to inform Mr. [redacted] that his lienholder,

Exeter, had not received proper titling information. CarMax provided two sets of temporary tags

for the Vehicle to give Mr. [redacted] more time to get the registration and title

taken care of. On or about March 4, 2015, CarMax Credit and

Collections department began working with Mr. [redacted].

As of May 22, 2015, CarMax is now in possession of this

vehicle and considers this complaint closed.

CarMax appreciates the opportunity to respond to this

complaint.

Sincerely,

Analyst, Customer Relations

Review: The issue is with my steering wheel. It shakes, vibrates, makes an electrical grinding noise, and instead of the wheel being smooth when you turn, it skips and feels like it falls into a groove. Now please be clear, this happens when driving, AND when I'm in park. I have multiple VIDEO proof if needed. I was forced to buy new tires from Santa Ana location. I was looked at like I was Lying about my issue. Both the head Service Department Manager and Lead Mechanic were both Rude, and seemed to know more about my issue with the car then I did. I waited over 3Months for the issue to be resolved and 1 week after I drive, the issue was only masked.Location: 3200 Harbor Blvd, Costa Mesa, CA 92626Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: repair, refund or replacement asap the car is not safe!!

Business

Response:

March 7, 2016

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: Purchased vehicle in October 2015 and brought specific problems with the vehicle (inoperable/blown speakers and unevenly worn front tires) to the attention of CarMax within the 30-day warranty period. However, no resolution was reached.Location: 3100 Mount Zion Pkwy., Stockbridge, GA 30281Make: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Replacement of defective parts (blown rear car speakers & unevenly worn front tires)

Business

Response:

January 14, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

2012 [redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated January 13, 2016 regarding

the Vehicle purchased from the CarMax store located in Stockbridge, Georgia (“CarMax”)

on or about October 14, 2015.

In his complaint Mr. [redacted] describes concerns relating to

inoperable speakers and unevenly worn tires, and requests that CarMax replace

the rear speakers and front tires.

CarMax’s records indicate that the service department looked into

Mr. [redacted]’s speaker concern during visits on or about November 11, 2015 and

December 17, 2015. The service department was unable to duplicate this issue on

either visit, and found the speakers operating as designed. CarMax’s records

indicate that the service department inspected the tires again at the most

recent appointment, and determined that the tread depth was still above the

minimum required by the State of Georgia and did not show signs of abnormal

wear.

While CarMax declines to replace the front tires as requested, CarMax

offers Mr. [redacted] the option to purchase tires at the discounted rate of

wholesale cost, should he wish to do so. CarMax encourages Mr. [redacted] to continue

working with the CarMax service department to diagnose the speaker concern. If

the speaker concern is duplicated at our service center, CarMax will assist

with necessary speaker system repairs. Mr. [redacted] is encouraged to contact

the Southlake service department directly at 770-506-8484, option 4, should he

wish to proceed with the options of assistance.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension [redacted]

with any questions you may have.

Sincerely,

Kristina S[redacted]

Analyst, Customer Relations

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: I purchased this vehicle on Feb 10, 2015 from carmax in Baton rouge. On March 30 2015 a man from this business contacted me regarding the a bill that was used to purchase the vehicle and said it couldn't be used for the loan company. We have had the vehicle since February and no one had ever called about this situation until march 30, 2015. The manager stayed we have to return the vehicle in question because we ate riding in a stolen van. We have $3200 for the down payment. We are willing to return vehicle and they will refund the down payment within 7-10 days. I think this is an office mistake and of we were not eligible for this vehicle why would they let us leave with this vehicle this company is CRAP! I JUST WANT TO make sure I get my $3200 back after returning their vehicle.Location: Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: My money!

Business

Response:

April 7, 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. Tyrus [redacted] regarding the [redacted], [redacted]

(the “Vehicle”) that was purchased on or about February 18, 2015 from the

CarMax store located in Baton Rouge, Louisiana (“CarMax”) and financed through

American Credit Acceptance (“[redacted]”). In

this complaint, Mr. [redacted] is requesting a refund of the down payment of $3,200.

CarMax was notified by [redacted] on or about February 24, 2015

that additional documents were required to finalize the Vehicle financing. CarMax contacted Mr. [redacted] the same day and

made attempts to obtain the documentation.

On or about March 6, 2015 [redacted] advised CarMax they were adjusting the

documentation requirement. Mr. [redacted]

provided documents to CarMax on March 10, 2015 and they were faxed to [redacted] that

day. [redacted] notified CarMax on March 12,

2015 that they would not accept the documentation and had withdrawn the offer

of financing. CarMax was unable to reach

Mr. [redacted] via telephone beginning on or about March 12, 2015 at the personal

and work numbers provided to us. CarMax

contacted the personal references provided by Mr. [redacted] on or about March 27,

2015, then was able to make contact with Mr. [redacted] on March 31, 2015. CarMax advised Mr. [redacted] the Vehicle needed

to be returned as [redacted] had reversed the approval.

Mr. [redacted] returned the Vehicle to CarMax on April 4, 2015

and the refund of $3,200 was sent via [redacted] on April 7, 2015. Mr. [redacted] was contacted via telephone and

provided with the tracking number of [redacted] on April 7, 2015. Tracking shows the check will be delivered on

April 8, 2015 by 12:00 pm EST. CarMax considers

the settlement request as set forth in the complaint resolved.

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: 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

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: The company defrauded me in the sale of [redacted] and misrepresented the history of where the car was from and it's mechanical and body work.Desired Settlement: Take back the car clear my credit and refund all money I have paid including my trade in vehicle. I have also contacted the [redacted] office of investigations.

Business

Response:

August 28, 2014

So glad I came to the Revdex.com website and read the reviews. I have a good credit score and was offered 9.45% loan rate. What a joke!!! The salesperson showed me all these banks before we started the process of loans-I told him I wanted to go with [redacted] as that is where my other car loan is from. Of course this wasn't an option even though they were listed as one of the banks that you guys supposedly do business with. I really wanted the car but won't be going back after reading the reviews and knowing that Carmax won't bother to get a loan through another bank.

Review: To whom it may concern,

In June of 2013 I bought a [redacted] with 21,000 miles stripped car from carmax for 17,000 dollars. I brought someone with me who claimed to be good with cars and knowing the pricing and things, I am 22 and was naive enough to believe him because he was my boyfriend. When I bought it they told me if I ever had any problems with doing payments they would work with me or refinance it with me. Well four months later my hours got cut in half at work and I could no longer afford the car. I called Carmax to do a refinance or try to figure something out. They told me that they did not refinance and that they would not be able to work with me. So I went to a couple other banks to try and finance with them. They all told me that they could not finance a car that I owned double then what the car was worth. So I went to other car dealerships that said they could try to get you out of your old car and into one of theirs for less. I went to [redacted], T[redacted], and [redacted] and [redacted]. The information I received from them was enlightening. One man from [redacted] and I quote "I have never seen anyone get ripped this bad." he got his [redacted] and he told me "No matter what you do with this car you will never be right, you paid double then what it's worth if not more." When I went to [redacted] they even told me "This car is not worth half of what you paid."

Now I know they have to make money some how, charging a couple grand more then any car is worth is how they do it. But I believe this whole thing was a scam. They financed me through their own personal fiance team, and I believe they did that because they knew no other bank would do so. I also do not like that I was lied to in my face about them being willing to work or even refinance. When I tried to sell the car back to them they wouldn't even give me a fair price. I had only had the car for three months and they wouldn't even try to buy it back so I didn't own a massive amount left that I couldn't afford. I was naive and they took advantage of that. Even if you can't help me I don't want other people to get in the same situation that I am now it. I have depression and anxiety issues, all diagnosed from my psychiatrist. This whole situation has left me struggling with them more and more. I have to now take my anti anxiety meds four times a day just so I can go to work and not suffer an anxiety attack. I've been crying my eyes out and struggling to get through my day. Also when I bought the car it had an issue with the door, and when I brought it to get it repaired they tried to get me to pay for it even when it was covered under the warranty. I think they lied many times to me and for a company that says fair priced cars with good quality? There was nothing fair priced about this car.Desired Settlement: I only had the car for three months before I had to try and give it back. I just want them to take it back and leave me alone. They got 900$ and something dollars from me and they can sell the car for the same price and they financed through themselves they are not losing any money and are just trying to bleed me dry.

Business

Response:

January 23, 2014

VIA ELECTRONIC MAIL

Re: Complaint ID [redacted]

Dear [redacted]:

I am in receipt of the complaint filed by [redacted] on January 9, 2014 regarding a [redacted] (the “Vehicle”), [redacted], that was purchased at the [redacted] store located in [redacted] (“CarMax”), on or about May 25, 2013. **. [redacted] requested in her desired settlement to return her Vehicle to CarMax for a refund.

[redacted] mentioned in the complaint she feels CarMax financed the Vehicle because no other financial institute would finance the Vehicle. [redacted] was not required to finance her purchase with CarMax Auto Finance. She chose them to finance her purchase. CarMax Auto Finance presented [redacted] with their financing offer after submitting a credit application and she accepted the offer. [redacted] was free to choose any offers that may have been able to obtain financing from a lender of her choosing and she chose to use CarMax Auto Finance.

[redacted] also mentioned in the complaint she lost hours at her place of employment and was trying to refinance the Vehicle or get out of the Vehicle.

[redacted] came into CarMax located in [redacted] to have the Vehicle appraised on or about November 21, 2013. CarMax presented [redacted] an offer in the amount of $12,500.00. [redacted] declined the offer.

CarMax appreciates the opportunity to respond to this complaint. However, CarMax believes [redacted] concerns have been fully addressed at this time and is declining the settlement request as set forth in complaint. CarMax would like to invite [redacted] to contact the Sales department at CarMax of [redacted] at

[redacted] if she would like to inquire on another appraisal. CarMax appraisals are valid for 7 days.

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

Sincerely,

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 was not given the option of any other lenders. I picked the car out the seller brought be into his office and said "Let's see if we can get you approved." He spent a few moments at his computer then said "Well you got approved!" he didn't tell me by who or that any other lender would approve me.

Review: In December 2014 I purchase a vehicle at CarMax at the location in [redacted], AZ off of 99th Avenue after a referral from a Military Member on [redacted] and via a website I had visited. Even though the salesman and the finance young lady had only been hired a few months ago they were very professional but I think the incident I'm filing a complaint about is the lack of training and communication. I ended up purchasing a [redacted] which I love so we proceeded with finalizing the sale. Since the interest rate with CarMax was a little higher we decided to go with [redacted] due to the lower payment option. Initially had decided not to a down payment, but after the Sales Manager came over and showed us what it would be without one and then with $200 down our payment would be lower so my husband and I decided to put over $500 down so the payment would even be lower. Since I wasn't prepared initially for a down payment I needed time to transfer money from a retirement account to my bank account which I did pull up the account and showed the Sales Manager I did have the money to do this. So I was told I could post date a check and they would hold it for 7 days till I could get the funds transferred so we preceded with the finance office, received the keys and drove off. Two day later [redacted] (CarMax Corporate Office) I explained to her what happened she was very concerned in trying to find out who dropped the ball because to hold a check a form should have been attached to the paperwork and it wasn't. When my retirement funds finally deposited my bank sent out a certified check to the [redacted] location, long story short it was never received so a claim has to be submitted which takes 90 to 120 days, so to resolve this with CarMax I set up 2 payments which has caused me to have to delay my car payment and I will have to take out another $600 from my retirement to pay myself back so I'm out an extra $600 and late on my second car payment due to the lack of communication at the [redacted] Location.Desired Settlement: I would like either my down payment refunded or some sort of assistance since this has caused financial hardship and frustration due to being out of additional monies to pay CarMax for the Returned Check that shouldn't of even been an issue if the appropriate form and training for the new employees would have been attached and noted. My husband is retired veteran and we live on a budget with the claim taking 90 to 120 days and I may not even get my money back since I no longer bank at [redacted].

Business

Response:

March 16, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MRS [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

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

(the “Vehicle”) that was purchased on or about December 12, 2014 from the

CarMax store located in [redacted], Arizona (“CarMax”). In this complaint, Mrs. [redacted] is requesting a

down payment refund or financial assistance.

According to our records, CarMax did inform Mrs. [redacted] about

our held check policy at the time of sale.

CarMax is unable to hold a down payment check with a RoadLoans Voucher

used for financing the Vehicle. The down

payment check was returned and was sent to CarMax’s Credit and Collections

department. Mrs. [redacted] did work with CarMax’s

Credit and Collections department to resolve the concern.

CarMax is declining the settlement request as set forth in

the complaint. According to our records,

Mrs. [redacted]’s collection account was settled on or about March 1, 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

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,

This resolution is unacceptable, because I was never told about not holding a check per a voucher. I arrived at the tarmac dealer not prepared to make a down payment so as I was made to believe a down payment was necessary so I had too make arrangements with an out of state bank to transfer funds I was told by the sales person and finance office they would wait a day or two before depositing my check which would give me enough time to make sure the funds transferred. I feel that I'm being addressed as a liar the reason I settled the returned check issue is I was probably called at least once a day for a minimum of two weeks. I had to use my 1st car payment to pay this to stop the calls. For a first time customer to have this type of experience after being referred by another potential customer I will not be returning or sending others your way. My husband is a veteran and I deal with a lot of veterans and active military on a daily basis who I'd be glad to refer but won't, I will be scraping your name off my trunk. Bottom line I feel very disrespected in reference to being viewed a liar which I am not, as we had salt with two fairly new employees and I believe it was a lack of communication and correct information.

Review: We purchased a vehicle without knowing there was a recall issue. Last to recall was completed we continue to have issues with the vehicle . The vehicle continuously lose connection with the dashboard . So I times I was 18-year-old was driving the vehicle with no indicator or lights working on the dashboard. We are taking this vehicle to several [redacted] dealerships that has not been successful and fixing the problem . Carmax has refuse to buy that the vehicle or assist in getting us a vehicle that properly works .[redacted]

[redacted]Desired Settlement: We would like to trade our vehicle that doesn't not work for vehicle that does work and continue to complete making the payments owed on the first vehicle

Business

Response:

September 3, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

[redacted] VIN: [redacted] (“the Vehicle”)

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 April

18th, 2014. At the time of purchase, the Vehicle had 87,839 miles

registered on the odometer and was still under manufacturer warranty through

[redacted].

A

review of National Highway Traffic

and Safety Administration (“[redacted]”) records indicate that there are no current

open recalls on the Vehicle. At the time of purchase, a sales consultant provided

Mr. [redacted] with the necessary information to address any future recalls that may

occur with the Vehicle.

CarMax

took the Vehicle to a [redacted] dealership, Subtlety [redacted], to address Mr.

[redacted]’ concern with the dashboard on January 12th, 2015. If this

concern has returned, CarMax recommends that Mr. [redacted] speak directly with

Subtlety [redacted] to address the concerns associated with the work performed

under [redacted] warranty.

Additionally,

CarMax will take the Vehicle to the [redacted] dealership on Mr. [redacted]’ behalf

if he would prefer this option. If Mr. [redacted] would like to sell the Vehicle,

CarMax would be happy to complete an appraisal.

In

the event Mr. [redacted] has further questions, he may reach me directly at

[redacted] ext. [redacted].

Sincerely,

Review: Hi,

When we bought the car, it was listed as having the “Premium Package.” This was listed on CARMAX’s ads as well as on the “actual car’s window paperwork", in which we have a copy. My career in the U.S. Army keeps me very busy, so it wasn't until a couple of weeks later we started reading through the owner’s manual in order to learn and access the car’s features. We were puzzled to find that some of the “Premium Package” features didn’t exist on our car.

We then did some research by going to the [redacted] website, and visiting the local [redacted] Dealership in person. We were finally able to obtain the "Original Car Options" from the Dealer, in which we discovered that the vehicle does not have the “Entire 2015 Premium Package” as advertised by CARMAX. Rather, it only has 2 of the 10 upgrades that’s part of the Premium Package. Those two upgrades are the moon roof and power seats.

I feel that CARMAX was misleading when listing the [redacted] as having the “Premium Package" upgrade, when in reality it had only 2 of the 10 upgrades that’s part of the "Premium Package". To view a 2015 Premium Package for our model, you can visit the [redacted] “Premium Package” list for $4,050. The two upgrades that we actually received (the moon roof and power seats) list for $2,045. That’s a $2,005 difference from what CARMAX advertised and what we actually received.

2015 228i Coupe Premium Package = $4,050

• Moonroof (Good to go) Value of Moonroof = $1050

• Power Front Seats w/Driver Seat Memory (Good to go but seats were supposed to be upgraded to Sport seats) Value of Power Seats = $995

The remaining items below were missing:

• Universal Garage-Door Opener

• Comfort Access Keyless Entry

• Auto-Dimming Interior & Exterior Mirrors

• Auto-Dimming Rearview Mirror

• Lumbar Support

• Ambiance Lighting

• Satellite Radio

• Dakota Leather Upholstery Seat Upgrade[redacted]

[redacted]Desired Settlement: A refund check for the difference on the value of the [redacted] Premium Package versus what I actually received which comes out to $2,005

Business

Response:

September 14,

2015

720 Moorefield

Park Drive, Suite 300

Richmond,

Virginia 23236

Complaint

ID [redacted]

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

Dear Mrs. [redacted]:

I am writing in response to your

letter dated August 21, 2015, wherein you forwarded a complaint from Mr.

[redacted] regarding the Vehicle purchased from the CarMax store located

in [redacted] (“CarMax”) on or about June 12, 2015. Mr. [redacted] requested in the desired

settlement for CarMax to issue him a refund in the amount of $2,005 for the

difference in cost of a vehicle that includes a 2015 Premium Package.

Mr. [redacted] mentioned in the complaint

that at the time of sale, the Vehicle was advertised as having a Premium

Package. However, after attempting to

use some of the Premium Package features, he discovered that only two out of

the ten options were installed on the Vehicle.

CarMax’s records indicate that we have

been in contact with Mr. [redacted] to advise him of the human error that occurred

during the optioning of the Vehicle.

Additionally, CarMax has sent him check #[redacted] in the amount of

$1,500 for the difference in package cost as agreed to by Mr. [redacted]. Mr. [redacted] was satisfied with CarMax’s

resolution and understands that this mishap was not in an effort to

misrepresent the Vehicle.

CarMax appreciates the opportunity to

respond to this complaint and considers this matter resolved.

Please contact me

at [redacted] extension [redacted] with any questions that you may have.

Sincerely,

Review: I bought this car 18 months ago I pay 311 32 for it. It was in the shop a month after we got it. It is constantly breaking down or stalling out. We can't even play the radio or turn the air conditioner on without the battery dying so we haven't done any of those things for a year. And it still stalls out or the battery is dead. I am on disability for multiple sclerosis so I don't have the money to keep repairing it. I have talked to corporate and their business managers they said they would help us but we have to put money down. Like I said I am on disability in just don't have the money that they want. I think it is the motherboard which is Electrical. And they just don't want to tell us because they don't want to have to give us another car. I have children and a wife and I am afraid to take them anywhere because it is unreliable. We are just fed up with how we are being treated. All they want is money then to help us out. They say that there is nothing wrong with the car and they put there stamp of approval on it but as you can see something is very wrong with it. It's a lemon.[redacted]

[redacted]Desired Settlement: I would like to walk away from this car and get a better car. This is an unreliable car.

Business

Response:

August 5, 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 October

22nd, 2013.

In his complaint, Mr.

[redacted] referenced several service concerns with the Vehicle. Mr. [redacted] requested

to return the Vehicle and for CarMax to make arrangements to get him into a

different vehicle.

Mr. [redacted] brought the

Vehicle to CarMax on July 30th, 2015 as the Vehicle was not

starting. At that time, CarMax diagnosed the need to replace the battery. Mr.

[redacted] authorized the completion of this repair. Additionally, CarMax diagnosed a

concern with the power steering and a tie rod. Mr. [redacted] declined to have this

work completed. CarMax was unaware of any other service concerns present at

that time. If Mr. [redacted] has any additional service concerns, CarMax will gladly

complete a diagnosis.

Mr. [redacted] previously

brought the Vehicle to CarMax to complete an appraisal on July 10th,

2015. CarMax made an offer of $4,000 for the Vehicle. Mr. [redacted] declined this

offer. In the event he would still like to sell the Vehicle, CarMax can appraise

it again.

CarMax will not

participate in any return or exchange of the Vehicle as Mr. [redacted] is well

outside of any return period CarMax offers.

Thank you for providing

CarMax the opportunity to respond to this matter. If Mr. [redacted] has any further

questions he may contact me directly at [redacted], ext. [redacted].

Sincerely,

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,

Yes they made an offer but we would still have to put ALOT OF MONEY DOWN, that we don't have. I am on disability I get paid once a month so I could not pay that. They wouldn't even put the rest of the amount from the old car on to the new car.If I had the money I would not be going through this, I would have just got a new car by now. I could not get the stuff fixed yet because I don't have it and I have been shelling our money for all the repairs. I even asked MS for help with funds. Carmax just doesn't understand what is going on with this lemon of a car. And how can I return it if it didn't start acting up and the return policy had run out already. Thank you [redacted]

Review: I purchased a used vehicle on Sept 30th. Upon signing my name I test drove the car and sited 3 problems that would need to be addressed immediately. I was told it would be taken care of: 1. Trunk not closing properly 2. brakes making a loud squealing noise 3. Scratches on the vehicle. I was told to call back the next day to make an appointment. I did the appointment was set for 8 Sept (they could not get me in any sooner). This is 3 days past their vehicle return guarantee (5 days to return), then when they get the vehicle the answers to the problems were terrible, they told me that was how the trunk was suppose to close, I disagreed with that answer told them to find the sales person [redacted] and have him inspect the trunk with them because compared to the other 4 similar vehicles on their lot none of the trunks closed like that, the agreed and ordered parts. As for the brakes they said they needed to be resurfaced (not replacing the pads). And as for the scratches, they had already buffed out the scratches before I purchased the vehicle and that was the best they could do (terrible answer). Now I added one other request that I realized after driving the vehicle for those days, the door locks do lock automatically after starting to drive. They sent me to the [redacted] dealership to have that problem corrected. Once at the dealership they did an inspection of the vehicle and informed me that the back rear brake pads were below minimals and needed to be replaced. I called CarMax immediately and informed the service department , whom told me they did not deem it necessary, but they would take a look at it once I returned the car for the repair of the trunk. I asked to speak to the [redacted]. He said he would look at it once the vehicle came back in for service, but like I stated to him, the reason the repair was not done the first time on the 8th was because when they schedule my appointment they did not schedule enough time to do brakes and I did not want to have to keep coming back because time was not scheduled properly, so he schedule my appointment for today the 16th at 0745 this morning, I was to drop the vehicle off the night before and they would give me a loaner. However they called me about 1245L stated they felt the brakes were fine and did not need to replace the pads but they resurfaced the rotors. I asked why would you resurface the rotors and put the same bad pads back on that caused the grooves and noise in the first place? [redacted] said we don't always have to replace the pads and in fact we didn't even have to resurface the rotors. So now he is telling me they did nothing to the brakes, he said no we dusted them off. I am not feeling safe with one dealership stating n writing the pads were below min and the other saying no they're fine?I called the Corporate number and spoke with [redacted] ext [redacted], she said she would contact the Service Dept and get back with me. This never happened. I was furious when I picked up my vehicle because I know dont want to do any business with CarMax especially their service department. But they were quick to inform me that I have pasted my 5 days to return the vehicle, well of course I have because they scheduled the appointment past that 5 day point. I as asked if I wanted to speak with [redacted], I replied why? I was not satisfied with him or his actions, there fore he wasn't trying to assist me and it was not reason to speak with him again. So I leave CarMax in [redacted] (6pm), call [redacted] and inquiry as why I never received a call back from her (as my brakes start to squeal again, now they're also sticking). She said she called and spoke with [redacted] and he said he had a meeting to go to and that he would call me back, that too did not happen. So before it gets too late I stop at the closest Car Center - [redacted] in [redacted] off [redacted]. and asked them if they could do an inspection on my brakes. The Mechanic asked me who did your brakes they did a terrible job, I just smiled and asked him why? He said (please keep in mind he has no clue my reasons for stopping) it looks like someone just resurfaced your rotors and put the same brake pads on here but all the metal shavings are still on here which are going to cut right back into your rotors. All I could do was shake my head. I re-claimed this vehicle and departed, calling [redacted] again, who is still not answering her phone it's 6:32 at this point . I left a message. I tried calling again at 730pm, no answer. So I am filing this complaint because of the poor workmanship and the lack of safety concern on the dealership service department. I had no idea that I would be having such this type of problem in the first 10 days of owning this vehicle. If I had any idea this type of service was offered I would have demanded that the service problems be handled with in the first 5 days. this is horrible business. And the sad thing is the sales person was outstanding. Just to have the entire deal messed up because of a 60. 00 brake job. I should not have to come out of pocket and pay for these types of services already on the vehicle I just purchased 16 days ago. Shame on CarMax.Desired Settlement: To have the Rear Brake Pads replaced and the metal shaving cleaned.

Business

Response:

November 14th, 2012

RE: [redacted]

[redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle she purchased from CarMax of [redacted] (“CarMax”) on September 30th, 2013. [redacted] shares her frustrations with on-going brake concerns with the Vehicle and requests that CarMax replace the rear brakes on the Vehicle.

CarMax’s research shows that CarMax initially performed repairs to the brakes on October 8th, 2013. [redacted]s then took the Vehicle to a separate repair facility to have another diagnosis completed for her brake concerns. This repair facility suggested that the rear brake pads needed to be replaced. [redacted] then brought the Vehicle back to CarMax on October 16th, 2013 to re-address her brake concerns with the Vehicle. During this visit, CarMax determined the rotors needed to be resurfaced. However, CarMax confirmed that the rear pads measured at 5/32nds and did not need to be replaced at that time.

At this time, CarMax declines [redacted] request to replace the rear brake pads. However, CarMax will address any mechanical concerns with the brakes under CarMax’s Limited Repair Warranty. [redacted] is invited to contact the Service Manager of CarMax ([redacted]) to discuss any additional concerns and what options may be available.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

[redacted], CarMax

Review: The situation went in on an evening at dusk to do a deal on a transferred [redacted], went for a test drive looked it over in the bad lighting look like a great deal. Priced fair for market value if not wrecked!. Great customer service minded sales people. Buying process was easy. Car checked out good as far as history on carfax and per carmax and my own carfax report I had pulled. However when we got the car into sunlight it was obvious the front end had some work done. Upon further inspection the drivers side had been involved in an unreported collision with damage requiring body work to the extent of needing painting. Driving the vehicle further the radio cut off. It accelerated strangely and the transmission shifted irregularly like something was wrong with the transmission. We took it back. So far we are waiting on our refund. We have the feeling that it was something they knew about. Per carmax they inspect all vehicles. This was obvious in sunlight. The sales person let it slip that the car was involved in a "minor road debris accident" while we were returning the vehicle, huh??? now you tell us?. The stated reason for our return on the return slip was car performance issues... not true the car was wrecked and attempted to be covered up was our reason for return . The car had been hit hard by something and sold at an unfair premium price.Location: [redacted], GAMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I want my refund to be processed in a timely manor as in now, tomorrow, or this week. I need to purchase a vehicle and do not have time to wait around for my lien holders check and my personal check. I want compensation for my time, A gift card for gas or something as I was forced to take a day off of work drove 67 miles twice and was completely inconvenienced for a vehicle that was not as described. Carmax should disclose that the vehicle has been wrecked and repaired on the vehicle description. Reassess the transmission and electronics for the vehicle.

Business

Response:

February 12, 2015

Review: I purchased a [redacted] from car max February of 2014, when I purchased the vehicle I was advised that the company [redacted] finance refinances however now that I have the vehicle I am unable to refinance through [redacted] because the do not refinance vehicles. Also the day after I purchased the charger my engine light came on, the manager of the store was NO assistance and he was grilling me about the vehicle as if I had done something to it or I was lying about the car working. It was smoking and not wanting to start and the car needed a new alternator, due to the fact the manager was unwilling to help I had to take the car elsewhere, the manager also had a very nasty attitude so I got an attitude back, a week later I receives a letter in the mail advising me not to go to any carmaker locations, now the car needs repair again and once again they are of no assistance with the warranty I have through car max wanting me to pay out of pocket. Please help.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: Someone to refinance my vehicle , some type of reimbursement for the warranty so that I could get a warranty from someone, and a reprimand for the employees giving false info. I have been dealing with this situation for over a year

Business

Response:

July 7, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Thank you for forwarding the complaint [redacted] received in

your office from Ms. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about February 22, 2014 from the

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

refinance her auto loan and to be reimbursed for her Extended Service Plan

(“MaxCare”).

CarMax apologizes for any misunderstanding in reference to

refinancing options through our in-house finance companies. The terms of the

contract are indicated in the Retail Installment Contract signed at the time of

purchase.

The MaxCare plan is administered by [redacted] and

they can be reached directly at [redacted]

If Ms. [redacted] wishes to cancel the plan, she can contact Christine

Gupta, Business Office Manager at 281-481-4299 extension 6000 for assistance

with completing that request.

CarMax considers the settlement request as set forth in the

complaint resolved.

CarMax appreciates the opportunity to respond to this

complaint.

Please call me at [redacted], extension [redacted], if you

have any questions.

Sincerely,

Review: Carmax sold me a vehicle stating it was not in an accident however I cannot understand why im seeing different shades of color on the vehicle and the bumper is not aligned properly with the front of the car.

Business

Response:

December 18, 2014