CarMax , Inc.

Review: Business advertises to be no haggle when it comes to car buying and financing but this is not the truth. Also when I contacted the home office Executive Response recording says it is open til 8pm rep left me a message at 5:55pm when I was on the phone that they were closed and not able to do anything about my complaint. I had a car transferred to the [redacted] location. I had arranged financing. When I went to view the car and sign paperwork the sales manager suddendly wouldnt accept my financing even though it had previously been okay. They tried to strong arm me into their own finance company at a higher rate.Desired Settlement: Similar vehicle with my financing

Business

Response:

December 5, 2014

Review: I purchased a 2008 [redacted] from the [redacted] CarMax on 12/11/2014. When I purchased the car I was told by the sales rep that during my 30 Day Limited Warranty, I was able to have the car repaired at locations other then the CarMax if it was inconvenient to bring my car back. On 12/13 I took the car to a [redacted] dealership to have some manufacturer recall work done and asked them to also do the Virginia State Inspection and Emissions test. I was called by the [redacted] dealer a couple hours later and informed that the car had failed inspection due to a broken right motor mount. When I called CarMax on 12/15 to find out how I could have the warranty work done and no one called me back for a full day. When someone did call me back, I was told by the service rep ([redacted] - Rockville) that my car could only be repaired at a CarMax facility. I called CarMax headquarters and spoke with a customer representative ([redacted]). He informed me that he would talk to the local CarMax location and then call me back. He never called me back. Finally, I called the [redacted] CarMax location to make an appointment, because it was a more convenient location, and was informed that I could not get an appointment until 12/30. I told them this was unacceptable and asked to speak to the Service Manager ([redacted]). He informed me that I could bring the car in on 12/17 and if someone cancelled their appointment, they would fit my car in where they could. On my way to the [redacted] I noticed a clicking in the car. I mentioned it to the Service rep when I dropped my car off. They fixed the motor mount and also told me that the clicking noise I heard was bad front struts.

The motor mount and struts are both listed as "Check Points" on the CarMax 125+ point inspection. A car that had 2 major problems and didn't pass its safety inspection less than 36 hours after being purchased is UNACCEPTABLE.Desired Settlement: I want the 30 day limited warranty extended another 60 days, at minimum.

Business

Response:

January 29,

2015

[redacted], Operations [redacted]

RevDex.com

Richmond,

VA 23236

RE: [redacted]

2008 [redacted] (VIN: [redacted]

(the “Vehicle”))

Dear Mrs.

[redacted],

Thank

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

the Vehicle purchased from CarMax of [redacted], MD ("CarMax") on

December 11th, 2014. In her complaint,

Ms. [redacted] shared several concerns on the Vehicle’s inspection as well as

appointment availability at CarMax.

CarMax

was aware of Ms. [redacted]’s concerns prior to receiving this complaint. CarMax’s

certified quality inspection does include reviewing motor mounts and struts. Ms.

[redacted] had stated the Vehicle failed a Virginia state inspection due to a

broken motor mount. At the time of CarMax’s inspection, all CarMax and Maryland

state standards were approved.

CarMax

does request the opportunity to address any concerns within the initial 30-day

limited warranty time frame. The motor mount and struts concerns were covered

under this warranty and repaired December 19th, 2014, at the [redacted],

VA CarMax location at no cost to the customer.

Any

further repairs on the Vehicle would be at the responsibility of Ms.

[redacted], as the 30-day limited warranty has expired. At this time, CarMax

will not be extending this warranty for any length of time.

Thank you

kindly for providing CarMax the opportunity to respond to this matter.

Sincerely,

[redacted],

CarMax 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.

I am insulted by this response. There is no ownership of the issues the car had or the lack of customer service I received. Since they refuse to extend the warranty, I guess there is nothing that I can do. I do anticipate that you will see more complaints (if you have not already) regarding CarMax and their garbage business practices.

Regards,

Review: I've tried to address this with another agency. Carmax fails to get the point of my complaint. Instead they drum up issues regarding a past paid off loan having nothing to do with this. The real problem is they instruct their sales people to lie to consumers telling them, that any inquiries on car loans done within 14 days of 1 another count as 1 inquiry & does minimal damage to [redacted] scores which is false. They tell this under false pretenses to get business & feed on the naive. It's about their bottom line to heck with consumers. They could care less. I spoke to a friend who knows the credit business very well & has much experience in the area. I was told the bureaus allow 7 inquiries annually before they count them against you. Carmax threw on theirs, then another dealer did 10 more! My score went from 660 to 586 in the 14 days they quoted to me. They along with the other dealer falsify information to get business. They take advantage of consumers by pretending they understand credit beyond their ability to just sell cars. They are not credit experts nor lenders. Most car sales staff have zero clue about credit. It's part of their sales tactics to delibertly lie. For a company the size of Carmax to allow this practice is in fact illegal. However, they don't see it that way because they try instead to focus on the previous auto loan I had for which I am grateful I was able to refinance out of. The experience has been far more rewarding with the new lender. In fact, that low credit score almost cost me the ability to refinance my car. 5 consider them to be common crooks. They have a bad reputation of over pricing cars with other dealers & consumers who've found better deals else where. Instead of covering up their "crimes" they should try to right the wrongs by offering their sales staff credit training. A more knowledgable sales staff is always a benefit over the sleazy sales practices of dealers with lesser reputations.

Product_Or_Service: N/A

Account_Number: N/ADesired Settlement: DesiredSettlementID: No settlement requested - for

I want this on the record for others who might be sucked in by the lies to see they are very dishonest. No better than any other dealership. They all do the same thing which is really sad. A class action law suit will put a stop to the sleazy practice if enough people complain. I'm doing my part. Lying about what does/doesn't affect credit scores is not up to auto dealers to determine. It's up to the finance industry, credit bureaus & [redacted]. No

Business

Response:

February 4, 2015

Review: On February 3 3rd 2014 I purchased a vehicle from the Carmax store at LAX.When I purchased the vehicle,I was sold on the fact that my salesman [redacted] told me that I would be able to upgrade my car after making 12 consecutive payments.When I went to Carmax,after making all 12 payments consecutively,I was informed that my credit was no longer good and even though I am a good Carmax customer,if I wanted to upgrade my car that I would have to have a downpayment of $10,000.00. When I inquired as to why the down payment was so much,I was told that I have a problem with my credit and that I should come back in a couple of months.When I went back to Carmax to inquire about a vehicle that is newer than the one I'm presently driving,but costs less than the car that I'm driving now,I was told that I would have to pay off the negative balence on my current vehicle and make at least a$2000.00 down payment on the next vehicle. That was nothing like I was told when I purchased the vehicle.If I had known how easily my salesman [redacted] could lie to me to make a sale,I never would have purchased that car.But because [redacted] promised me that after 12payments I would be able to upgrade my car,I made the deal.Now I feel lied to and taken advantage of.Desired Settlement: DesiredSettlementID: Replacement

I would like for my salesman [redacted] and Carmax to honor the commitment and promises that were made to me.If they don't choose to do that,we can void our contract,I'll return to them their vehicle and we can part ways.

Business

Response:

March 12,

2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

[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 Los Angeles, CA (“CarMax”) on February 3rd,

2014. In his complaint, Mr. [redacted] states that his sales consultant informed him

he would be able to “upgrade” the Vehicle after 12 payments.

Please

note that CarMax does not offer a vehicle upgrade program. In the event Mr.

[redacted] would like to purchase another vehicle, he would need to use his own financing,

or complete a finance application through CarMax for review by a finance

company.

A

review of CarMax’s records indicate that CarMax completed an appraisal on the

Vehicle on November 3rd, 2014. A finance application was completed

by Mr. [redacted] for another vehicle. The approval options were communicated to Mr.

[redacted] by his sales consultant. Mr. [redacted] elected to not accept the appraisal

offer or purchase the vehicle at that time.

On February 14th 2015,

CarMax again appraised the Vehicle. Mr. [redacted] completed another finance

application at that time. Mr. [redacted] again declined to sell the Vehicle or

purchase another

At this time, Mr. [redacted] is welcome

to purchase any vehicle from CarMax. Additionally, CarMax will offer a free

appraisal offer on the Vehicle if he would like to sell it. Beyond these

options, CarMax has no additional alternatives to provide Mr. [redacted].

Thank you

kindly for providing CarMax the opportunity to respond to this matter.

Sincerely,

Analyst,

CarMax Customer Relations

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: 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: [redacted]Took A [redacted] For Repairs Under Maxcare Service Contract / Coverage Maxcare Plan,The Issue was Check Engine Light Flashing,Aprox 6/22/2015 We Took Car in They Gave us A appointment to bring back car in on the 29 th, But After checking the car they stated that the car was not safe to drive,and we must leave the car,and that they will try to squeeze it in to get Repair.They kept the car,No Loaner was Offer,My Husband was off that Monday.We Contact Them Tuesday,WE Spoke To Service Rept She Told Us,She Did Not Have no Space to Start on car.My Husband Had To Call Off Work,Wednesday Came,Same Issue No Loaner Was Told Adjuster Was Gonna Be Out At Site,Car Still There,on Monday June29 th We got A call that a Rental Cover under the Maxcare Plan Was Approve And that we need to Take $50.00 To [redacted] But Pick Up A document from service,Went to [redacted] My Housband Could Not Get The Rental Due to No Bank Or Credit Card So He Had To Add Me His Wife,Still I had To Pay Damage Waiver Cause I onld Had Liability Insurance,Anyway I got The Rental.Seven Day Service center Did Not Finish fixing car we had to take back the rental,we werte told they do not know what was wrong with the car we request a loaner we were push around,talk to any kind of way, was told we have to have full coverage to have there loaner, I went and add my self to my daughter state farm full insurance,my daughter and I went in iwas told that the care in there as to link with there loaner and that I needed to get full coverage insurance on there loaner, so I had to go and get full coverage insurance on there loaner,that how we got the loaner, now we are told that they had to take the care to a ford dealer and that the problem is something to do with a coil.so this is a summary of our complaint.

[redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a refund for Rental Damage Waiver Fee,My Husband Day Pay,And A Refund For Insurance for Full coverage Place On There Loaner,Also Payment for My Husband Being taken to work in another person vehicle,Because they kept the Vehicle for a period of time and did not justified more or less how long it was going to take to fix the vehicle At this point They still Have Vehicle.And Have not tell us when vehicle will be ready.But on the loaner it stated we have un

Business

Response:

July 28, 2015

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: 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

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.

Carmax blatantly refused to put an oem exhaust on my vehicle with 15k miles on it that I purchased last week, on the grounds that it is not leaking and is functioning properly. REALLY? because last time I checked the MUFFLER that is supposed to be there is missing, making the car loud, which is the opposite of what it should be doing. Oh, and the flange to remove the exhaust has been removed and welded over, so the exhaust is not repairable in the future. I was escorted out by the service buy because I cussed at him. OH, i'm sorry, I just spent $20,000 on a car that I believed to be stock and up to Ford's standards, I guess since the sale is done that my concerns are worthless to you. I also found drug paraphernalia under the passenger seat. I showed it to the sales people and a manager and was simply told it would be looked into. I then discarded it myself.

I decided to purchase a car from Carmax after getting approved through [redacted], They recommended Carmax to me and after doing some research I found a car I liked and began the process to purchase the car from Carmax. The car was a 2013 [redacted] 500 abarth with under 17k miles on it, after purchasing the car and owning it for just under 4 months many issues started to arise with the vehicle the [redacted] spent a total of 2 months in my local swfl [redacted] dealer with a head [redacted] tech explaining the car was unfixable with an internal electrical issue, after contacting Carmax and explaining my frustration I was told I could trade the car in due to it being past the 5 day money back guarantee, I was not pleased with this answer so I contacted the corporate office and explained the situation resulting in me meeting the gm of the local Carmax dealer and he was able to buy the car back minus the negative owed for tax tag and title, so reluctant from past experience I accepted and proceeded to give Carmax another chance, I ended up finding a car which I always dreamed of owning a 2014 mustang 5.0 manual, and proceeded to purchase this vehicle for my replacement. After the deal was over I took the car on a small road trip about 300 miles round trip and noticed the car had some serious shifting issues and would not go into gear with ease, after contacting the gm and local store explaining the problem they advised to bring the car back asap. After making it back home the mustang was towed back to Carmax due to the clutch/transmission failure, at this point I am very unhappy that my 2nd car was a bust and I am in need of reliable transportation. so I decided to take a different approach and go with a normal everyday driver not a sports car from Carmax, so my adviser showed me a 2013 ford focus se automatic, with 40k miles. now at first I was very scared of owing this car due to it being used as a rental car its whole life but my sales rep explained the 120 point inspection and the car was certified to be in perfect working order, that turned out to be false. after owning the car 2 months the clutch in the transmission completely gave out and the car was in some serious need of repairs. this is my 3rd car I purchased from Carmax all 3 resulting in problems, I brought the focus back to Carmax and explained my issues and I just wanted to trade it in without me causing anymore headaches for the gm. sadly they could not get me approved for financing due to them appraising the car for less then what I purchased it for 2 months earlier. I was forced to borrow money from my girlfriends dad and I ended up selling the car back to Carmax and paying off the different with a credit car to remove myself from the poisonous Carmax all together. I do not recommend my worst enemy to buy a car or any vehicle for that matter from Carmax ever, was the worst car buying experience I have ever dealt with.

Review: On 04-15-2014, I went into CarMax Ontario, Ca not looking to sell my [redacted], but just wanted to look around. I informed the sales person that I wanted to browse the vehicles because I would eventually want to get a bigger luxury vehicle possibly a luxury suv for my Mother as a Mother's Day present. On the lot I saw a [redacted] that I had really liked got to test drive the suv and decieded to go ahead and start the trade/purchase process. Before any paperwork was printed up, they took the [redacted] to get washed, meanwhile I continued to walk the lot and saw a beautiful [redacted] in my price range and told the sale rep that I would prefer this vehicle instead of the [redacted]. I was told to go inside so they could swap out the info on the paperwork and get some additional information from me. At this time I said I wanted to test drive the vehicle and was denied. They said the [redacted] is already getting a carwash and being prepped.

Now I was under the impression that I was selling CarMax my perfectly working/ excellent condition [redacted] for a working [redacted]. Signed paperwork, drove the vehicle home (Vehicle only had 3/4 tank of fuel in it). When I got home I noticed that key front marker lights were burnt out and the daytime running lights were not working and the passenger airbag malfunction light was on. I called CarMax the very next day to express my issues that I was having but they would not schedule an appointment for me to come in immediately, instead scheduled me to come in over a week later for 04-23-2014. Well outside of their "5 day return policy", figures.

During this time my mother had been driving the vehicle getting acquainted with her new vehicle, went to fill up the tank and while on the freeway, the vehicle completely shuts off on her without any warning. I called CarMax again and told them that was the last straw, this vehicle is unsafe and unreliable and I want my [redacted] back. I was told that they could not get my [redacted] back. So I gave you a perfectly taken care of vehicle with dealership backed info of all service performed and you give me one that shuts down unexpectedly. I thought only 1 in 5 vehicles pass their "rigorous 120 point" inspection and only the finest quality vehicles are put on the lot. (So says the website and tv ads and radio ads)

Now this [redacted] has been with CarMax since the appointment on 04-23-2014 and multiple engine and transmission issues have been found. I was given a loaner, but one that is no where near equivalent the vehicle I traded in, or bought, or to the other vehicles in my driveway. I gave up a luxury sedan with the highest safety rating to be put in a [redacted] for a loaner. Today is 05-07-2014 and I'm still in this unsafe CHEAP vehicle. I WANT MY [redacted] BACK AND WILL NEVER DO BUSSINESS WITH CARMAX EVER AGAIN or allow any of my family members and friends to do business with them.Desired Settlement: I want CarMax to find my [redacted] and give it back to me. I want this month long ordeal to be over with so I can just go straight to [redacted] and can deal with a company that I know and trust that has quality vehicles. CARMAX FIND MY [redacted] AND GIVE IT BACK!!!!

Business

Response:

May 23rd, 2014

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: When the car was purchased the brakes were squeaking, I went back to Carmax on 4 different occasions, 2 were within my 30 days, to get this taken care of they constantly told me that I would need to come back when they were squeaking to look at it. I went back and someone who works there test drove my car and heard it. They cleaned the brakes but the squeaking continued. I went back again and they said that it was normal for my breaks to squeak everyday.Desired Settlement: I would like my brakes changed.

Business

Response:

21 August 2013

[redacted], Operations Supervisor

Revdex.com

<st1:Street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive, Suite 300

<st1:place w:st="on"><st1:City w:st="on">Richmond, <st1:State w:st="on">Virginia <st1:PostalCode w:st="on">23236

Re: [redacted]

[redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the brake concern that she had with the Vehicle purchased from CarMax of [redacted], Wisconsin (“CarMax”) on 17 May, 2013. In her letter, she relates an ongoing concern with brake noise and requests that they be “changed.”

A review of CarMax’s records indicates that on or about 31 May, 2013, and under the terms of the CarMax 30-Day Limited Warranty, the Vehicle was inspected for a brake noise concern. At that time, there was no repairable problem noted with the Vehicle and no abnormal noises were heard.

[redacted] continued to report a concern of brake noise. On or about 26 June, 2013, the front and rear brake pads were resurfaced and an anti-squeal compound applied to correct this concern at no charge to [redacted].

[redacted] continued to report a squealing noise that she heard on occasion when braking. While a CarMax technician was unable to reproduce any abnormal noises with the brakes, in the interest of customer service, the front and rear rotors were refinished on or about 16 August, 2013, at no charge to [redacted].

CarMax considers this matter to be resolved at this time. If you have any questions, please contact me directly at ([redacted]) [redacted] extension [redacted].

Sincerely,

Senior Analyst

CarMax Customer Relations

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: 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: I called by phone to be approved to purchase a car from Car Max. Got to the show room to pick the car up to be told that I was not approved for the car after being confirmed that I had been approved. I was given another salesperson to work with me which ended up being the top sales person of the year and it was one of the unprofessional transactions I have even encounered. I was told that I was approved for a certain amount to be later told that I actually approved that I was initially told by the 2nd sales person. After picking up the car, I had to return it 4 times to correct items to be repaired including getting new keys which stopped working after 6 months. The "Engine light" came on a few days after purchasing the car and car max was able to turn the light out but it constantly came off and on but I was assured that it would not stop the car. The car began to stall a few months after I purchased it and I was told by the sales person to go buy a battery and I did. That did not fix the problem. After that starting in December 2013, The car has been towned 5-6 times from not starting and once it has been placed on the machine, the report comes out that there is no problem. I have been without transportation at least a total of 2 months since I purchased the vehicle. I was given a loaner the first month that I purchased the car to repair everything that I found which resulted in loss of pay having to take the car back and forth. The car broke down again last Friday and was with [redacted] for four days and the latest was they thought it would not start because it might be the ignition switch but they were not sure. I have [redacted] of the care but I cannot afford to obligate myself to what they think it might be. If the problem cannot be specifically duplicated, what is a customer to do. The sales person told me that my [redacted] coverage deductible would be $250.00. He did not explain that Car Max did not service minis which means that the deductible would be $300.00 since the car would have to be serviced out. I was given correct information in purchasing the car and have always made my car payments on time and just made one on the due date eventhough the car is not starting. I spent $50.00 in filling up the gas tank 2 hours prior to the car breaking down. I have used my towing service five times in the last 3-4 months and the other times I was able to start the car and I just drove over to [redacted]. I do not feel safe in the car because I do not know when it might stop. I cannot plan any trips or each time I get into it, I have to hope that it will start to get back home. It was suggested that I purchase a car cover which I did in case it was the weather so I was coming out everyday covering/unconvering and starting it daily even itf I did not drive it. I desperately need transportation because of my daily task that I have committed to, however, I cannot afford to use my [redacted] and then find that I cannot be reimbursed until the problem is properly diagnosed. So far, I have been without transportation this time for 7 days. I arranged for the car to be towed from [redacted] this morning and back to Car Max. I called Car Max yesterday to let them know the car would be coming back for them to assist me in the next step and the sales person that sold me the car answered. I was able to refresh his memory that I had been seeking his assistance for month and to let him know that the car broke down again and would not start. I signed a 6 year contract and have onl gone thru 1 yr and a few months and have continuously experienced the same thing repeatedly.Desired Settlement: I had an old car that I sold to Car Max that was paid for. I purchased this used car knowing that it was used but I purchased max car to cover warranted repairs but did not realize I would start experiencing problems thru out including items that I bought to their attention the first 30 days of the purchase. I trusted them that the items that they had worked on had been solved and then to find that evidently and I may be wrong, there seems to be an electrical problem with the car. I want to be in the same position I was in prior to my selling them my old car. I need to be able to go to a car lot and purchase a real car. I have made every payment on time and I do not want this experience to hinder me from getting a dependable car. As a customer, I realize that I signed the contract but I placed my trust in Car Max and I wanted to be treated as a valuable customer who was sold a "lemon". I know the car does not fall under the Lemon Law in North Carolina but I need some help in solving this matter.

Business

Response:

April 8, 2014

VIA ELECTRONIC MAIL

[redacted], Operations Supervisor

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am in receipt of the complaint filed by [redacted] on March 27, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Raleigh, North Carolina (“CarMax”), on or about December 27, 2012. [redacted] requested in her desired settlement a replacement vehicle.

[redacted] shares her frustrations that the Vehicle recently broke down in the complaint. She had the Vehicle towed to CarMax of Raleigh, North Carolina on or about March 27, 2014. CarMax recommended to have the Vehicle sent to [redacted] to have a diagnosis completed. [redacted] declined the recommendation.

CarMax met with [redacted] on or about April 1, 2014 to discuss next steps. [redacted] authorized CarMax to have the Vehicle towed to [redacted] to complete the needed repairs. CarMax had the Vehicle towed on or about April 2, 2014. The Vehicle is currently being repaired by [redacted].

[redacted] purchased a [redacted] (“[redacted]”) during the purchase of the Vehicle. As a gesture of goodwill CarMax offered to cover [redacted] and [redacted] for her [redacted] related to this most recent service visit at [redacted]. [redacted] has accepted CarMax’s offer.

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,

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.

I am still in the process of trying to get a solution to solving the problem. If not, I will have to surrender the car which is not what I prefer.

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

Review: When I purchased a [redacted] in March 2012, Carmax did not show me a carfax that is a part of the car buying process or disclosed that the car I was purchasing was involved in an an accident in 2010. There was noticeable problems weeks after I purchased the car as I reported it to Carmax service department and took it back for repairs twice for an alinement. The did not advise of the manufacturer's that expired two weeks after I purchased the car, and the battery went out within two months of purchasing the car. I found out on 11-3-14 that the car was in an accident as I was trying to trade the car in at a [redacted] dealership. I did purchase a carfax on line months after purchasing the car in 2012, but it did not show the car was involved in an accident. I contacted [redacted] in the[redacted], [redacted] corporate office for customer relations to address this issue. I asked for a lower payoff as my loan was with Carmax only to be denied my request. There was nothing done as [redacted] spoke to the manager of the[redacted],** dealership however, nothing was done to correct this error as I explained I would have never purchased the [redacted] knowing it was involved in an accident as I explained to all managers.Desired Settlement: At this point I did return the car as a trade in to Carmax however, I had negative equity of 5,060.78 added to another car I purchased. I am requesting a refund of repairs on [redacted] (1,750.00) or a credit of the negative equity that was added on the current [redacted] loan I purchased on 11-7-14

Business

Response:

November 26, 2014