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

Business

Response:

December 18, 2014

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

Business

Response:

March 16, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MRS [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

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

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

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

down payment refund or financial assistance.

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

our held check policy at the time of sale.

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

used for financing the Vehicle. The down

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

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

Credit and Collections department to resolve the concern.

CarMax is declining the settlement request as set forth in

the complaint. According to our records,

Mrs. [redacted]’s collection account was settled on or about March 1, 2015.

CarMax appreciates the opportunity to respond to this

complaint.

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

have any questions.

Sincerely,

Analyst, Customer Relations

Consumer

Response:

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

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

Regards,

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

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

Business

Response:

July 7, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Thank you for forwarding the complaint [redacted] received in

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

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

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

(“MaxCare”).

CarMax apologizes for any misunderstanding in reference to

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

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

purchase.

The MaxCare plan is administered by [redacted] and

they can be reached directly at [redacted]

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

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

with completing that request.

CarMax considers the settlement request as set forth in the

complaint resolved.

CarMax appreciates the opportunity to respond to this

complaint.

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

have any questions.

Sincerely,

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

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

Business

Response:

August 5, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Dear Mrs. [redacted],

Thank

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

his purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on October

22nd, 2013.

In his complaint, Mr.

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

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

different vehicle.

Mr. [redacted] brought the

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

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

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

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

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

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

complete a diagnosis.

Mr. [redacted] previously

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

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

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

it again.

CarMax will not

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

outside of any return period CarMax offers.

Thank you for providing

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

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

Sincerely,

Consumer

Response:

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

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

Regards,

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

Review: Hi,

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

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

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

2015 228i Coupe Premium Package = $4,050

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

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

The remaining items below were missing:

• Universal Garage-Door Opener

• Comfort Access Keyless Entry

• Auto-Dimming Interior & Exterior Mirrors

• Auto-Dimming Rearview Mirror

• Lumbar Support

• Ambiance Lighting

• Satellite Radio

• Dakota Leather Upholstery Seat Upgrade[redacted]

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

Business

Response:

September 14,

2015

720 Moorefield

Park Drive, Suite 300

Richmond,

Virginia 23236

Complaint

ID [redacted]

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

Dear Mrs. [redacted]:

I am writing in response to your

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

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

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

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

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

Mr. [redacted] mentioned in the complaint

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

Package. However, after attempting to

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

the ten options were installed on the Vehicle.

CarMax’s records indicate that we have

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

during the optioning of the Vehicle.

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

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

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

misrepresent the Vehicle.

CarMax appreciates the opportunity to

respond to this complaint and considers this matter resolved.

Please contact me

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

Sincerely,

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

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

Business

Response:

September 3, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

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

Dear Mrs. [redacted],

Thank

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

his purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on April

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

registered on the odometer and was still under manufacturer warranty through

[redacted].

A

review of National Highway Traffic

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

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

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

occur with the Vehicle.

CarMax

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

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

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

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

under [redacted] warranty.

Additionally,

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

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

CarMax would be happy to complete an appraisal.

In

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

[redacted] ext. [redacted].

Sincerely,

Review: 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

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

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.

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.

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 financed my vehicle on 7/7/13 through a carmax lender. I notified the sales associate that I already had another pre-approved loan, and would be presenting that paperwork. Carmax has a 3 day window to shop your loan with other lenders. I notified him that the check from the approved lender may take more than three days. He told me that this was fine, I could still swap my loan and just pay whatever interest accrued on the first loan at the time of the swap. It took five days for me to receive the check from my new lender. I returned to Carmax to switch loans on 7/14/13, and was told that I couldn't do this at the location, I had to go through the lender. I contacted the lender on 7/15/13, and was advised that the dealership has to make the change, but they normally resist because they do not want to deal with a lender check. I was given misinformation and did not appreciate driving to this dealership twice, to not receive the help or information that I needed. I expected my sales associate to help me, not to give me false information just to sell me a car.Desired Settlement: I would like for Carmax to switch my loans as requested. I do not mind paying any accrued interest that I am responsible for.

Business

Response:

August 19, 2012

Review: I first purchased my [redacted] 4x4 on August 10th, 2013. It was sold to me as a [redacted] with the [redacted] package and 86,000 miles. I registered my [redacted] with the [redacted] website. I discovered that my [redacted] had none of the [redacted] features and called my salesman. His response was that there were two versions of the [redacted] package and suggested that mine may be the cheaper version. I checked with [redacted] directly, and I received information from them that my [redacted] was not furnished with the [redacted] package when manufactured. I called the salesman again, and he said that he would check into it. I received a call back from CarMax and was told the [redacted] was not equipped with [redacted] package and that I would need to come back to [redacted] and return the vehicle and they would resell it to me at $1,000 less. It was a 4 hour drive, but we got the refinance done. They said we're sorry and gave us a tank of gas for our trouble. Also, when registering with [redacted], a service record on my [redacted] came up from February 2013, that showed the [redacted] had 166,000 miles when serviced. I contacted my salesman again, and he suggested it was probably a mistake by the service department when the mileage was entered, but that he would check into it. A few days later, I received a call from one of the managers, and was told pretty much the same thing, but that they did try to contact the original owner and could not locate him/her. I was told that it was in such good shape that it not likely to have 166,000 miles on it. Although they checked on it, no one was able to completely assure me that 86,000 miles was correct and that the mileage had not been tampered with. I do know there are ways to track a person down and find them if you really want to, so if they want to find out the complete truth then it can be done. Also, it was brought to my attention by a neighbor that my [redacted] had been repainted, and as I started paying closer attention to it, I noticed overspray on several different areas of the vehicle, including both sides. Once again, I contacted my salesman and told him my concerns. He told me that CarMax would not want to sell a vehicle with a big scratch, so they may have painted that, and he said he would check with the service department and see what all they did to the vehicle after they received it. I have never heard anything back. My main concerns now revolve around the service record mileage that has not been proved wrong and the paint job that was done to most if not all of the [redacted]. The second owner of the vehicle who sold it to CarMax, only had the [redacted] for about a month, according to [redacted] records. Something just doesn't add up.Desired Settlement: I am the one who contacted them about the [redacted] not having the [redacted] package. I want to know how a mistake like that can happen to an A+ Revdex.com accredited business. If I had not called them about this issue, then I would be paying more for less. I wonder how many other vehicles are sold in similar fashion. Yes, they did have me come back and refinance cheaper, but I had to make a 4 hour drive. They would not pay for a hotel room the night before, so I got up very early to get there on Friday and received a tank of gas for my trouble. Actually, I did the work that their people should have done to start with. Shouldn't I get paid for that. Also, I want to know the complete 100% truth about the mileage and paint issues. I would like to again say, if I had not payed close attention and research this vehicle, which I'm sure most consumers would not, then I would be paying $1,000 more for this [redacted]. I'm just very disappointed and feel used.

Business

Response:

[redacted]

Revdex.com

Re: [redacted]

October 14, 2013

Dear [redacted],

Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN [redacted](the “Vehicle”) that he purchased on or about August 10, 2013 from the CarMax store located in [redacted]. In this complaint, [redacted] is requesting clarification concerning an optioning error, discrepancy on the mileage and overspray on his vehicle.

As stated in his letter, [redacted] brought to CarMax’s attention that his vehicle did not have the [redacted] Package option that was listed on the window sticker of his vehicle. CarMax was able to confirm [redacted] discovery and subsequently did a monetary price adjustment due to the error. CarMax regrets the inconvenience that this caused [redacted].

In regard to the stated mileage discrepancy, CarMax researched the claim by [redacted]. CarMax spent several hours trying to track down the service center that listed the incorrect mileage. We have run both the [redacted] and [redacted] report and neither reflect any discrepancies in the mileage. We therefore believe that the mileage listed on [redacted] paperwork is correct.

.

[redacted] also stated that there was some overspray on the Vehicle noticed by his neighbor. Our records state that there was touch up paint work done during our Certified Quality Inspection to prepare the Vehicle for sale.

CarMax appreciates the opportunity to respond to this complaint. Please call me at

[redacted] extension [redacted], if you have any questions.

Sincerely,

Review: The online estimator available at CarMax.com provided me a range for my vehicle's value between $16,500 and $20,500. This range is in line with other valuation sites ([redacted]). I went in to the Carmax location in [redacted] and had a full appraisal completed. Every item on the appraisal came back rated "Good". The value that they offered me was only $14,000. I feel it is a blatant act of fraud (bait & switch) to have such a large discrepancy between a company's website, and what their physical locations say.Desired Settlement: Cease false valuations on the website immediately with the intent of drawing customers in and pressuring them to sell their vehicles for far less than advertised. I fear this practice is used to take advantage of less savvy consumers than myself. I would also like a formal apology from the store for the insultingly low offer they presented me. To offer is $2,500 less than the lowest valuation for a vehicle that is, by the store's own inspection, in good condition with very low miles (and many popular added features) is insulting to my intelligence.

Business

Response:

November 5, 2013

RE: [redacted]

[redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the appraisal to the Vehicle completed at the CarMax of [redacted] (“CarMax”) on October 5th, 2013. [redacted] mentions that his appraisal was $2500.00 less than the estimated range given by the online estimator at CarMax.com and states that CarMax is intentionally giving out false valuations on CarMax.com with the intent of drawing in customers to the store to pressure them into selling their vehicle for far less than advertised. [redacted] requests for CarMax to cease false valuations on the website and to issue him a formal apology for his experience.

CarMax’s research shows the appraisal completed to the Vehicle was within the estimated range given by the online estimator at CarMax.com. As it is unclear as to what selections [redacted] chose while completing his online estimate, CarMax can’t determine why there was a difference in the two estimates. Furthermore, the website invites the customer to take their vehicle into a CarMax for a written appraisal which is free of charge with no obligation to sell the Vehicle to CarMax at that time.

[redacted] is invited to contact the [redacted] at CarMax ([redacted] extension [redacted]) to further discuss the appraisal and the online estimates from the website.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

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 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

Review: I took my car to CarMax on June5, 2014 to change the oil. They sold me the car 5 months earlier and after reading all the reviews I feel lucky for not having any problems with the car during that period until they changed the oil. The car is a foreign car, mini cooper. I learned now that not anyone can work on these cars. To make a long story short the car became worthless after l took it there. The mechanic broke a plastic bracket while changing the oil filter which caused oil and antifreeze to leak. Since he could not replace it immediately because a replacement part of course was not available he decided to glue it. I waited so long for them to change the oil. Someone came and apologized telling me that the reason for the delay is because they found an electric wire that needed to be fixed and charged me an additional $42, Really? Of course I did not know then what happened until recently when I took the car to a different garage after I exhausted myself dealing with the service department at CarMax. I just can't believe it, GLUE? How can this company continue to operate? Where is the attorney general? [redacted] answer me why nothing is done to prevent these ss from operating a business. Get on the internet check the Revdex.com how many complaints about the service/repair department and they get A+?Desired Settlement: I want every dime I am going to spend until I get the car back to the way it was before I took it to their garage on June 5th.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN [redacted](the “Vehicle”) that she purchased on or about

December 21, 2013 from the CarMax store located in [redacted] In this complaint

[redacted] is requesting a refund of monies that she plans to spend on repairs.

On or about June 5, 2014 [redacted] went to CarMax for a service appointment. At that time, an oil change service was completed and a left front brake pad wear sensor was repaired. There were no other repairs done to the Vehicle. On or about July 7, 2014 [redacted] scheduled an appointment to have two concerns addressed; the engine would not start without pumping the gas pedal and the thermostat light was on. [redacted] declined to pay for a diagnosis of the concerns but had an appraisal of her vehicle completed. [redacted] declined the appraisal offer.

[redacted] later contacted CarMax stating that she was told by another repair facility that she had an antifreeze leak due to a plastic part near the oil filter being cracked and subsequently repaired with glue. At that time, CarMax requested that [redacted] bring the Vehicle in to have it looked at. [redacted] declined stating that she no longer trusts CarMax and would take her Vehicle elsewhere.

CarMax regrets that [redacted] is unhappy with her Vehicle and would have appreciated the opportunity to be able to look at the Vehicle for further inspection. As the Vehicle has been inspected at another facility, CarMax would require the opportunity to confirm.

CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.

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

Sincerely,

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 don't believe Car Max has their dates in Order. they Jumped from June 5th to July. June 5th Was a Thursday. The next day June 6th I tried to get hold of someone in the service department Because the thermostat sign was flashing but no one answered the phone. On Saturday a sales person answered the phone and told me to add antifreeze and bring the car on Monday. I returned on that Monday but they wanted to charge me to see what is wrong with the car. then on e of their managers drove the car and told me that nothing wrong with the car. No one took the time to look at the work order to see what type of oil was used. I was told that car require certain type of oil that will cost $69.99. The oil change cost only $37 but because the total bill was $98 I did not notice the charges fro the oil. Whoever worked on this car was ignorant and had no knowledge of how to perform oil change on this car. I went to CarX in [redacted] before I take to CarMax but they told they did not change oil on mini cooper. So I am sure whoever changed the oil did not know what the hell he was doing. My car was running perfect until I took it to CarMax for the oil change.

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

Regards,