CarMax , Inc.

Review: On August 4 my husband and I took our [redacted] into Carmax for repairs. On August 7 I got a phone call from the [redacted] stating that my jeep was attempted to be stolen on Carmax property but they did not get away. Carmax did not notify me of this issue until I called and let them know what was going on a day or two later. Our insurances got involved and everything got settled but now they refused to do anything to help me out in getting a new car and act as if it wasn't their fault at all and take no responsibility for it.Desired Settlement: I really just wanted the $2000 back that I put down for the vehicle so I can get another car, and a little more for the inconvince, it is hard and it is an inconvenience for my husband and I and our two children to get around with two full-time jobs and having to take the kids to the babysitter, And if I would have never took my car in to get repaired this would have never happened.

Business

Response:

December 1st, 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

Review: I purchased a vehicle from carmax that was not sold under proper inspection/safety guidelines. I was sold a vehicle that had a bad transmission. The transmission went bad 2 months after I purchased it. I had to pay $1000 to have the transmission replaced with a used one. The vehicle also was sold to me without any proper working safety airbags. And will cost approximately $3000 to have working airbags installed, in addition to having prior wreck damages that was not disclosed to me. I have proof of all of these statements in a total of 3 estimates.Location: Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like the money that I have had to put into the vehicle so far reimbursed to me, the monthly payments I have had to make reimbursed, and my down payment reimbursed. I would also like the loan for the vehicle out of my name as well.

Business

Response:

March 22, 2016[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing in response to your letter dated March 8, 2016, wherein you forwarded a complaint from Mr. [redacted] regarding the Vehicle purchased from the CarMax store located in Merriam, Kansas (“CarMax”) on or about March 14, 2015. Mr. [redacted] was presented with the option of purchasing a MaxCare Extended Service Plan, but elected not to do so. Mr. [redacted] requested in the desired settlement for CarMax to take full return of the Vehicle and refund him any amount that he paid toward the purchase, pay off and repair of the Vehicle.Mr. [redacted] mentioned in the complaint that he had a transmission concern two months after purchasing the Vehicle. However, CarMax’s records indicate that the Vehicle was not brought in for a transmission concern until on or about December 3, 2015. As the purchase was outside of CarMax’s 30-Day Limited Warranty at that time of this visit, CarMax offered to have the Vehicle’s transmission replaced at their discounted cost as a gesture of customer service. CarMax has no record of any airbag complaint at any time.Based on the above, CarMax is declining the settlement as set forth in the complaint. However, CarMax encourages Mr. [redacted] to visit the CarMax nearest him if he would like to have the Vehicle appraised at the current market value.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Please contact me at (855)562-4935 extension [redacted] with any questions you may have.Sincerely,Nekia W[redacted]Analyst, Executive Response Team

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: 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: On April 27th 2015 my muffler came apart on my used [redacted] I pucharsed from Carmax in April of 2013. While I found this odd for a 4yr car that they promised had the Carmax seal of approval, I did not find this farfetched so I went to have it fixed, in addition I was due for inspection by end of month and I did want this issue to hinder a successful inspection. I went to [redacted] of Chesapeake in Chesapeake, Va fo rmy inspection and was told that I had an unfixed recall on my car. I was concerned as I had no idea, in addition I failed my inspection due an exhaust leak which even in my service provider's opinon was weird. He said it looked like someone may have tried to cover it and asked how long have I had it and where did I get the car. My muffler was the most significant work on my car since I purchased it, although I have had some trouble with other areas of the car such as strange noise from the hood, tire pressure light constantly coming on, and a "spring" sound when I put the car in reverse.

When I went to have these things looked at from more than one mechanic no one could pinpoint the cause. The exhaust was something totally new for me and no mechanic had said there was an issue, but now whatever had been placed to hid the issue was wearing off (I'm guessing) and now its exposed. I researched my recall based on my VIN ([redacted]) and found that the recall was effective Nov 8th 2012. Carmax sold me an unfixed recalled car in 2013. The issue is the odometer is showing more miles than it should. One of the impacts on the price of my car was mileage. In addition my 2011 has at least 13 technical service bulletins (TSB) one the really stands out is bulletin NTB-09-020- Fuel System- Loose Fuel cap is the cause of evap leaks, others include NTB- 10-077- Service Brakes/Air- "clocking", "ticking", "wizzing" noise when car is ignited, NTB- 13-088- Tires- Tire pressure monitoring light, sensor leaks, air pressure change happensLocation: Bonney Rd, Virginia Beach, VAMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: There are more TSBs that deal with some of the issues I've faced and it just adds insult to the injury of selling me something that was recalled and unfixed. I believe Carmax misled and was deceptive, fraudalent and took advantage due to my concern about transport due to family medical leave for my son. While I have filed a complaint with Carmax, I have considered an attorney. I have not retained one, but will be scheduling a consultation because I do not trust them or the car. If they wanted to fix it, it would have been fixed before I bought it.

I am requesting that Carmax return my $800-$850.00 down payment. [redacted] of Chesapeake wants to assist me in getting a new model [redacted], the one we discussed was a 2015 model as it has no recall or TSBs to date, all [redacted]s from 2007- 2014 has either a recall and/or a serious TSB (from my research) I am requesting that they transfer my loan to a new model and take all accountability for the cost of that exchange. Thank you

Business

Response:

May 14, 2015

[redacted], Operations Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

2011

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

Dear Mrs. [redacted],

Thank

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

regarding her purchase of the Vehicle from CarMax of Virginia Beach, VA (“CarMax”)

on April 3rd, 2013.

In her complaint, Ms.

[redacted] referenced concerns with the history of the Vehicle and requested that

CarMax refund her down payment and transfer her loan to a different vehicle.

Upon researching the

service performed on the Vehicle, CarMax addressed any service concerns via a certified

quality inspection. CarMax performed repairs that included a brake and tire

inspection along with the installation of a new gas cap on the vehicle. Ms.

[redacted] referenced issues on the Vehicle through technical service bulletins

(“TSBs”) by [redacted]. TSBs are not outstanding issues on Ms. [redacted]’s specific

Vehicle. Instead, these are recommendations for how technicians may address a

repair for a vehicle model.

There are no open recalls

present on the Vehicle at this time, per the National Highway Traffic and

Safety Administration database. CarMax provided Ms. [redacted] with the necessary

resources to research any recalls for the Vehicle at the time of sale.

CarMax would be happy to

address any service concerns Ms. [redacted] may have on the Vehicle. Any diagnosis

of these concerns would be at the expense of Ms. [redacted]. CarMax will not be

participating in any refund of a down payment or transfer of loan on the

Vehicle, as the amount of time elapsed exceeds any warranty or return policy that

CarMax offers.

Thank you

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

Sincerely,

Analyst, CarMax Customer Relations

Consumer

Response:

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

[I can prove the recall directly from my [redacted] dealership in addition to the [redacted] website that states the service campaign and effective date which is before the car is sold. This will show that CarMax seal of approval is out of order and has not been applied to my case. I will fax the information over in addition to the multiple service bulletins that is attached. While those are not actual recalls, the integrity of the claim of quality is in question based on the documented recall, completely ignored in conjunction with the service bulletins they ignored during their inspection of the car. I ask once more for my initial outcome while paperwork, regarding the recall is sent to the office of the Better Business. I also go on record to state that I will request a copy of my contract for comparison, all mechanical work recorded, origin of the vehicle before Carmax's possession and their recorded mechanical work on the vehicle. From here Carmax determines the course of my complaint. I truly hope we can work this out here and now without further recourse and I believe that as I stick with the facts, God will make a quick work of this and establish an outcome of truth. Thank You. ]

Regards,

Review: I purchased this car from Carmax in Nov 2012. I purchased the extended warranty up to 125,000 miles. The total price of the car was $22,599. Within the 27 months I have owned the car, it has been to the Carmax repair shop 3 times for the same issue. The tire safety monitors do not function correctly making the car unsafe to drive my children in. I brought the car again to Carmax for the same repair on February 16, 2015. It is now April 16,2015 and the car has not been repaired. Currently it has been 19 days since I have had my car. The car has been at the Carmax shop for a total of 46 days since Novemebrt and still has not been repaired. Carmax cannot fix it-but also refuses to buy the car back from me. I have been in 4 different loaner cars since February. I have made 3 car payments on a car that has not been in my driveway more than 4 consecutive days since February. This repair should be covered under the warranty I purchased. The will not buy it back, they can't seem to fix it and have severely damaged the rims on the car from the constant removing of the tires. Carmax corporate and their local managers do not communicate nor do they return calls.Location: Charlotte NCMake: [redacted]Model: Owner/Co-Ownder? YesDesired Settlement: Either they need to purchase the car back or repair it in a timely [redacted]er. Three months is excessive. I have even agreed to purchase another Carmax car if they will purchase this one back for the amount I paid

Business

Response:

May 11, 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 bought a [redacted] on Dec. 5. I had a 30 day warranty started Dec. 5th. and ended January 5, 2016.

The [redacted] has memory seats and mirrors depending on which spouse initiates the remote start, or door opening. The salesman Zack told me they would make me the second FOB because he couldn't find it. He created a work order and told me to call on Monday.

I called and spoke to a representative in service ( Myles) who told me he would not make me the second FOB because it wasn't on the service order. He was so rude and condescending that I asked to speak to his manager and I emailed Zack (salesman). The Rude and Condescending sales associate who refused to make the FOB put me with Melissa who said she was a supervisor. Melissa told me she was sorry and she assured she would make the FOB and all the other repairs. I told her I prefer to take it to the local GM dealer because I dont trust Myles (that's how rude he was). She said she will take care of it, and that Myles won't be anywhere near my car. Relucatantly I agreed, but the next appointment was not until 12/31!!! When I arrived Rosie checked in the car, and said she would take care of everything including the FOB at 10:30. She said she would call me at 1pm and that it should be finished by then. I got a call at 5:30 that car was ready. I get there at 6:00 and Myles is waiting for me (the guy who is not supposed to touch my car). He handed me a key. I asked for the FOB and he said there will be no FOB. And HE BROUGHT ME MY CAR. Immediately the service 4x light came on, and the rear wipe still did not work. It appears after 6 hours they only made me a new key and replaced a broken light in back.Location: Make: Model: Owner/Co-Ownder? Desired Settlement: I am requesting an additional 30 days warranty so that I can have these repairs done, and the FOB made my a reputable service center in San Diego ([redacted]). I waited 2 weeks for this repair appointment and they did nothing. And I still dont' have the second FOB.

Business

Response:

January 20, 2015

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.

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.

This is the second time I have purchased a car from a CarMax location and I WILL NOT do business with this location. They miss represented their abilities and the condition of the vehicle because they erroneously reset the service timer I had to wait to have it service without cost to me and preventing me from discovering the failing battery. $600 to have the dealer replace due to the location and type of battery. Second because they miss represented there ability to tag and title my vehicle, I had to pay an extra $2700 to tag my vehicle.
I called the Escondido location regarding the tag issue and was left for two weeks without contact with a vehicle I could not legal drive. I asked if I roll the taxes into the deal I was told they couldn't. I ended up takeing a signature loan to pay the taxes.
my advice is go to a different location and hope for a better experience steer clear of this CarMax.

Review: I purchased a used [redacted] from CarMax in Laurel, MD on 1/20/2015 which came with a 30 day warranty. It was burning too much gas (for context, I've owned two [redacted] before). I called CarMax Ellicott City on 1/30 and informed them that it had burned 34 gallons in 500 miles since I'd bought it, which is way too much per EPA fuel economy estimates (18/29). I dropped the car off that day and received a message from [redacted] 2/3 stating that there were "no check engine lights on or obvious issues" so "we're going to do a fuel mileage tracker." He never explained that this meant I was responsible for again tracking my mileage and fuel consumption that I was expected to bring the car back again, nor did he explain that no testing was done to find the problem. I picked up my car 2/4 and it continued to burn too much gas until on 2/16 it leaked a quarter tank of gas within a couple minutes until empty. I called out of work and get the car towed back to CarMax. I spoke to [redacted] and the service manager, [redacted], that day who both refused to provide an explanation in writing of what testing or diagnostic would be preformed to avoid the problem persisting, as I then found out nothing had been done the first time. I then spoke to a Vicky at corporate in VA who also was unable or unwilling to provide a breakdown of what was being tested for. She said "just trust us." I spoke to [redacted] on 2/23, who stated that the fuel line had come loose, but was now fixed and that was "probably loose all along" and causing the problem. He said that they ran a full Diagnostic but after asking him twice and again calling corporate, I still never was given a written breakdown of what that diagnostic consist of. I was instructed to track my mileage, which I did, and faxed the results to [redacted] 3/13, showing the car is only getting 14.5-15.5 mpg. I finally spoke to [redacted] on 3/20 who says those numbers are normal, so despite their 30 day warranty and 6 mo guarantee, they won't fix my car.Location: Ellicott city, MDMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Please honor your warranty and guarantee and fix my car. If you are not able, please have it repaired by a [redacted] dealership. Thank you

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]:

Thank you for forwarding the complaint received in your

office from Mr. [redacted] regarding the

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

that he purchased on or about

January 20, 2015 from the CarMax store located in Laurel,

Maryland. In this complaint, Mr. [redacted] is requesting CarMax to fix the

Vehicle or have it repaired by a [redacted] dealership.

As stated in the complaint, Mr. [redacted] contacted the CarMax

store located in Ellicott City, Maryland in regards to excessive fuel

consumption. CarMax diagnosed the Vehicle and determined that the Flex fuel

line had become detached. CarMax re-secured the line. Mr. [redacted] was also

asked to track the mileage against fuel consumption to determine if there was a

problem. Mr. [redacted] agreed and faxed

the results to the Service Manager at the Ellicott City location. After

reviewing the records it was determined that after about 705 miles, the Vehicle

on average was getting about 14.7 to 15.8 MPG.

CarMax feels that the Vehicle is operating as designed

considering the age of the Vehicle. The

Service Manager stated that the same type of Vehicle, brand new, gets an

estimated 18 MPG in the city and 29 MPG on the highway.

In regard to Mr. [redacted]’s request for repair documentation;

the information was provided to Mr. [redacted].

CarMax regrets that Mr. [redacted] is not happy with the performance of the

Vehicle. CarMax appreciates the

opportunity to respond to this complaint.

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

have any questions.

Analyst, Customer Relations

I purchased a 2010 [redacted] from CarMax's Garland, TX location in January. The vehicle was a second vehicle so I wasn't driving it much. However, my primary vehicle was in use and I needed to use the Rover more frequently. Immediately, I started having issues. First, needed new tires (which I know is not covered). Then a computer update and service. Again, not covered. Then the entire electrical system when out in the vehicle. I live in Texas and it was 100 degrees with no A/C and unable to roll down windows. CarMax kept the vehicle for almost three weeks trying to identify the problem. When I expressed that I did not feel comfortable driving (whenever it got fixed) driving a vehicle with severe electrical issues, I was told that there was nothing to do but resell it back to CarMax, at a loss, and get something else from their lot. This is the most horrible customer service from the corporate office and the local store. I will say that the staff (following the company line) were very friendly as they continued to tell me "no" politely. Go anywhere else for your auto needs.

Review: I bought a 7 year service contract when I bought my [redacted] at Car Max in Feb. 2013. At that time I was told that because it was so costly it included a lot of good features, sounded reasonable. Well from the 2nd time I took my suv in for its' periodic maintenance checkups there was a disturbing thing that we noticed. No matter how well the car was running there was always something that needed fixing, so we paid to have it fixed. Then, (everytime) we took the car home within 2-4 days another problem would surface that we had to get fixed. Twice in one year we had to get the suv towed and rent a vehicle and both times they kept my vehicle longer than the agreed upon car rental policy agreement so I would always have to come out of my pocket to pay for the difference. We complained to Car Max Corporate and they refunded the money. Once again we took our car in for its' 70,000 mile ck up. The car was running beautiful prior to dropping it off, but once they took my car in back my brakes needed fixing and my windshield wiper pump no longer worked, but I had just used it 2 days before. They wanted $120.00 for that. The guy changed my brakes and took it off the lot to test them for 15 minutes. When he got back I paid and drove my car home, but within 4 miles the low air pressure light came on. The next day my tire was flat and I missed a dental appt. that took 2 weeks to get. Car max sent out someone to change my spare and it was flat. They told me the day before that they checked all my tires including the spare. In short I had to buy a new tire, get the nail taken out of the bad tire and now my fuel system light is on. I have to spend another $250.00 at [redacted] to get that fixed. I will never use Car Max again! I do not trust them, at all. A $62.57 service call turned into $738.00 and it happens all the time I take my car in to them. I have not had a legitimate repair there yet. I want my $565.00 refunded. I'll send them the receipts too. If I get no satisfaction I will go to [redacted] on mye

Product_Or_Service: Service repair 7 year contractDesired Settlement: DesiredSettlementID: Refund

I would like to be reimbursed $565.00 for my new tire, and repair of the tire with the nail in it, the fee that [redacted] will charge me for the fuel line repair. Non of these problems did I have prior to bringing my car in on Thursday May 29, 2014. They have gotten me for so much extra repair work that I truly am ashamed to have been handled that way for so long. I will make a stink about this should we have to carry this on further.

Business

Response:

July 8, 2014

I bought a 2010 [redacted] from CarMax and I am very happy with my experience and would send everyone I know to CarMax to purchase their next vehicle. FAST and friendly. I went in, sold my previous car to them and purchased another all within a couple hours. Then about 20 days before my first car note was due I received a phone call from my account rep just to introduce herself and see if all was going well. GREAT company and GREAT service.

Review: I purchased a [redacted] just over 14 months ago under the impression that it had gone through an as advertised "CarMax Quality Certified" 125 point inspection. Within my time of ownership I have taken the vehicle to either Carmax or my local [redacted] dealership 7 times and paid $1000 myself. Less than 4000 miles after purchasing the vehicle I had to had to have over $2000 (not all of which was under warranty) in repairs done, including a broken frame for the convertible top, which was not covered under warranty and timing chain guides which were broken and visible upon removal the valve cover. I was without a vehicle for 3 days (it is required that you are 21+ when renting a vehicle, I was not). Most of the repairs were covered under warranty, although I still had to pay $328 dollars. Just 900 miles later, I was again at the dealer with a check engine light. The bypass valve for the factory turbocharged had broken and forced the car into "limp mode". Again, no rental car. This time without a vehicle for another day.

Another 4000 miles into my ownership I was back at the dealer, this time for brakes and an oil change. Obviously, the oil change was not an issue, this is a wear item that needs to be constantly replaced. Although I find issue with the brakes, that after less than 10000 miles of driving, were already "at the limit" and due for replacement and I now needed to pay almost $500 for service. I was again without a vehicle for another day. Another trip to the dealer occurred just 900 miles later. This time the dealer stated there was excessive carbon buildup on the valves and that a costly repair would need to be done to remove the hesitation. I was told by the dealer it was not necessary yet, and to hold off if I'd like. I did. 5000 Miles later, again CEL came on new valve cover and suspension bushing replacements. This time with a rental. Again 5000 miles later CEL, high flow fuel pump not functioning. And recently again for a trim piece.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: The business has the responsibility to pay off what is currently still owed on the vehicle, and return the full amount of the original down payment. However, I do not believe it is necessary to refund the payments that have been paid thus far on the vehicle.

Business

Response:

February 23, 2015

Review: Lack of attention on an issue that should not exist. I have also contacted Carmax Corporate office for assistance.[redacted]

[redacted]Desired Settlement: I desire world class customer service and professionalism in a timely fashion. Secondly, I wish for my vehicle to have ALL required attention and repairs completed in a professional [redacted]er. Finally, I wish to have a vehicle that performs as it were new, without any issues; the vehicle currently has 28,500 miles.

Business

Response:

July 31, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Mr. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about July 18, 2015

at the CarMax store located in [redacted] (“CarMax”).

According to our records, CarMax has been in communication

with Mr. [redacted] to address his concerns and provide assurance that the Vehicle

is fixed correctly and professionally.

It is CarMax’s goal to provide the most exceptional service possible to Mr.

Castano. CarMax cannot guarantee that

the Vehicle will perform without any future issues; however, CarMax welcomes

the opportunity to continue to work in partnership with Mr. [redacted] to resolve

any future maintenance concerns.

CarMax is also offering to fill up Mr. [redacted] gas

tank. If there are other concerns, Mr.

[redacted] should contact Service Manager [redacted] extension [redacted].

CarMax appreciates the opportunity to respond to this

complaint.

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

any questions.

Sincerely,

[redacted]

Review: The window sticker on a [redacted] truck I purchased read that the truck comes with a rear view camera and running boards. After I had purchased the truck, I noticed there were no running boards nor rear view camera on the truck. I brought it to CarMax's attention. They claimed it doesn't have to be honor. I continue to complain to CarMax about standing their product. Eventually, they put the rear view camera in but, cannot honor the running boards. I was not happy with that decision. Later, CarMax call me with a solution, that I pay for the cost of the running boards. I appreciate them trying to pacify me however, why do I have to pay anything when the price of the truck includes what is on the sticker. Running boards, rear view camera etc. I purchased the truck in April 2014. I suggest Carmax stand behind satisfying their customer, me that is and put my running boards on without me having to pay extra. Thanks for your help. By the way as I told CarMax, several people like my truck very much. I have already shared this story with many. I do have many contacts with people. My church has over 7000 members which I play an important role in. I am a teacher with contact of many parents, and co-workers alike.Desired Settlement: Put running boards on my truck.

Business

Response:

July 15, 2014

Review: I purchased a 2006 [redacted] 4runner 4x4 from carmax when I test drove the car I noticed that the brakes were not working. The manager looked at them and said they were fine that all of there cars go through a 120 point inspection and are 100% safe but to make me feel better I could bring it in the following week to be looked at. When I took it to be looked at I received a call from carmax and was told that my car was UNSAFE to drive and they could not fix it, it had to be sent to [redacted] on Monday. [redacted] has to order special parts in order to fix it and I won't have my care for at least 2 weeks. I explained to carmax that I take a annual camping trip every 4th of July and I needed a 4x4 vehicle and that is what I had purchased. Carmax did rent me a AWD vehicle but a luxury vehicle I was told that if even 1 scratch got on the rental I would be responsible to pay for it. I intern had to pay $249 for the insurance on the rental just in case something happened. I then went back to carmax and asked them to refund me the $249 and was told there was no way I should be lucky that I even got the rental. I don't understand how a company can sell a car that is unsafe to drive and yes they are fixing the brakes but refuse to refund me for the insurance on the rental that I never would have had to pay if they wouldn't have sold me a car that was unsafe.Desired Settlement: DesiredSettlementID: Refund

I would like carmax to refund the $249 that I had to pay for insurance on a rental car that I never should have had to rent if they wouldn't have sold me a unsafe vehicle.

Business

Response:

July 21, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

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

Dear Mrs. [redacted],

Thank

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

her purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on June 21st,

2015.

In her complaint, Ms.

[redacted] referenced service concerns with the Vehicle and also requested a refund

for a $249.00 charge she incurred on insurance for a rental vehicle.

Ms. [redacted] brought the

Vehicle to CarMax with service concerns on June 26th, 2015. At that

time, CarMax duplicated brake concerns and requested an additional opinion from

the manufacturer. The Vehicle was promptly taken to a [redacted] dealership for

further diagnosis. [redacted] recommended a replacement of the master cylinder on

the Vehicle. This repair was then covered under Ms. [redacted] Limited 30-Day

Warranty with CarMax.

During these repairs, CarMax

provided an all-wheel drive rental vehicle, per her request, from [redacted] at

CarMax’s expense. Ms. [redacted] elected to purchase supplemental insurance on this

rental vehicle from [redacted] and believed CarMax would cover the insurance charges.

After speaking with Ms.

[redacted], in an effort of customer service, CarMax elected to reimburse the

supplemental insurance charges. Ms. [redacted] desired settlement was agreed upon

after the repairs on the Vehicle were complete.

Thank

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

Sincerely,