CarMax , Inc.

Review: On October 18th, 2013 I purchased a used [redacted] The vehicle was in the shop, [redacted] of [redacted], 3 days after it was purchased on 10/21/2013. Vehicle has a bad radiator and they recommended a new one to be put on. While in the shop for 3 weeks for the radiator fix I requested a pre-purchase inspection where they found that the engine had an engine knock and the power terrain had a "C" caution sign in order to indicate it was going to give out soon. As soon as we got the car back we spoke to Monique, the service manager at Carmax of [redacted], Ca where she mentioned we could not return the car back because it was around a week past its 30 day return policy. We did not argue with them because we were confident that their warranty department would cover all the future problems. The car was in and out of repair shops for different issues for a total of 3 months while under my possession. The engine finally gave out in June 2014 after only putting around 15k miles on it. We though Carmax's warranty department would cover it, but we found out it was a 3rd party warranty company in which they declined the claim. Accroding to "[redacted]" the claim was rejected due to "lack of lubrication" and owner neglect. We provided them proof that vehicle was taking in for it's routine engine oil replacement. Because the engine had been knocking since the first day we purchased it, I know for a fact that Carmax sold us a bad car and did not hold up to "their superior point inspection" of their vehicle. Having this being our 4th vehicle we purchase from Carmax, I feel that their customer service failed us.Desired Settlement: I would like for CarMax/[redacted] to replace engine with a used engine at their expense since they did not allow us to return the car back in November 2013. The car has been in the shop for the last 3 months as we went back an forth with two companies that blamed one another for their issues. [redacted] blamed carmax for selling us a bad car; and carmax would say its [redacted]s issue. I am looking for this to be taken care of promptly as I am still paying car notes and vehicle insurance on a car that is expensive to insure.

Business

Response:

September 25, 2014

Review: I have had to take my vehicle into the dealer every 2 weeks with a new issue and having to pay a 200.00 deductible every time I go in. They have refused to show a [redacted] report over the last year because the vehicle was supposedly in great shape. I have taken my car in on 10/08/2013, 10/29/2013, 12/30/2013, 1/22/2014, 2/12/2014, 8/18/2014, 8/29/2014,Desired Settlement: I am still having issues that are not being fixed, and would like this matter taken care of.

Business

Response:

October 15, 2014

Review: On Saturday October 4th, 2014, I arrived at Carmax with the intent to purchase a [redacted]) helped us in this matter. Five hours later, after going through every step in the process successfully, including getting aproved and even putting insurance on the vehicle, the last step, which was a downpayment of $3,000 was unsuccessful due to our Bank Card not allowing a debit transfer of that amount and Carmax not allowing a Credit Transaction, my starter checks, a bank transfer, or even a bank draft from my account. I understand that there are certain rules and regulations. However, our sales consultant knowing the banks do not open on Sunday was nice enough to tell us the order would be saved, the same offer would exist, and the vehicle would be held until Monday Oct 6th, 2014 when I arrived with the downpayment. Much to my suprise on Monday Oct 6th, 2014 when calling Eddie, he informed me that the vehicle was no longer available due to an online reservation. He mentioned his [redacted] calling him on his Sunday off inquiring about the vehicle prompting them to make a decision that ended with another customer making that online reservation. As I do not know the proper procedures as to how this could be possible, I immediatley contacted Management and even [redacted] at the headquarters in the state of Virginia to get answers. I received a call back from [redacted] only to find out the same exact thing I had already been told. She admitted she was not knowledgeable in the sales rules & procedures area and she could only go by what she was told by a [redacted] by the name of[redacted]. In other words, a person that inquired about a vehicle online and that would not physically go in person until Wednesday of that week, was given priority over a person that has gone through the entire process, was providing them with $3,000 cash that same day and signing off on $27,000-30,000 total invesment with them. For a dealership that "sells vehicles" this is contradicting. They are refusing to sell a vehicle to a customer that was 2 steps away from completing the process. Carmax is perfectly capable of holding a vehicle, as they have done for other customers including my sister in law who reccomended them. They chose not to. Also, the Carmax website states that a vehicle cannot be reserved online. Another contradicting situation. No one at this facilty has given an explanation, accepted responsibilty, or apologized for this unethical and unprofessional mistake.Desired Settlement: I would like the following responses:

1. Why/How did the Sales Consultant ([redacted]) decide not to hold the vehicle like previoulsy stated, or who authorized that decision, if not him, and what how was it determined?

2. Why does the company website state that Online Reservations are not allowed, but Carmax [redacted] ([redacted]) claims they are? This needs to be corrected.

3. If an online customer mistakenly (since this should not have happened in the first place) inquires online about a vehicle that another customer applied for PREVIOUSLY and IN PERSON, the online customer should never have first priority over a customer that has taken hours of his time to view & test drive the vehicle, gone through the loan process, and gone through the hassle of insuiring the vehicle. Any sales agent whith common sense would realize this would be the correct thing to do.

4. Someone needs to be held accountable for the obvious mistakes in this process and poor treament I have received as a first time customer. I deserve an apology.

5. (Aside from the fact that I had gone through the process before this online reservation was made) if 2 customers happen to apply for the same vechicle at the same time, how do you determine who gets the vehicle? Under what basis is one person chosen?

Business

Response:

October 28, 2014

Review: My car was taken into CarMax two times before June for a motor mount repair. Each time there was a $200 deductible fee that I paid. I had more issues. After the second time, my car went in for transmission problems that were not there before, on June 25th. They kept my car until the 30th or 31st of July. After having my car back approximately two weeks, my car broke down on the highway on August 9th. In the morning that day, I took the car into CarMax to inform them that it was still having issues. The car was sounding rough as I drove on the highway. They said to call them on Monday. After I left, the car started smoking and parts fell off, so I pulled it to the side of the road and it broke down. I immediately called CarMax who called [redacted]. I was stuck on the highway for two hours. I was given a loaner car at CarMax. Since then, I have not had my car. They said it was now an engine problem. They rebuilt an engine and then sent my car to another dealership to have another transmission installed. During the test drive, they found out that the engine was bad and that they needed to keep my car for longer. After getting the second engine, they found out that the second engine was bad and informed me they would have to keep my car even longer. By this time, I had two loaner cars. I was given a third loaner car October 14th. I took it out to lunch on the 16th, and it wouldn't start. I had to walk back to work over 30 minutes away and have a co-worker take me back to my car to get it jumped. After I took the car back that evening, I found out that my car needed another engine (the third replacement engine). I have been making my car payments and keeping insurance on my car that I have only had for approximately 2 weeks since June. This whole process has been extremely time-consuming on my part. The dealership calls me daily to update me. The service manager has only called me once and was very nasty. It is taking a toll on me with the stress. I also have to return and pick up rental cars taking my own time and gas. I made a call to the corporate office on approximately August 22nd, and the representative said there was nothing she can do to help me. I need your help with resolving this issue. It has been too long and I have been given the "run-around." I feel as if they are keeping my car until my warranty runs out. It is ridiculous that they have had my car this long and that everything they are doing to fix it is just making the problem worse. It started with the motor mount and then went to transmissions and engines. I just am not satisfied with anything that CarMax has done for me. I really need your help.Desired Settlement: I would like some sort of deduction from my loan or a new car.

Business

Response:

November 6, 2014

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: 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

Review: For the past 16 days I have been trying to have a car transferred to the King of Prussia CarMax. They made promises that the vehicle would be delivered in 7 days (was not described as business days), and quickly charged my debit card the $199 transfer fee. Fast-forward to 6 days later, I called to inquire about the car's whereabouts. The sales associate could see that the car had not shipped, but said she'd dig a little deeper. When she called back her response was"oh, my manager said its actually 7-10 business days, but if it gets to be too long of a wait they'll refund you the $199." I spoke to the manager and he said that if it didn't arrive the next day they would waive the transfer fee, still ship the car, and promptly refund me. OF course, the next day comes and hasn't shipped, but they take down my card info and tell me I'll get the refund. Fine.The weekend passes and I still don't see the refund on my card, so I called again and a different manager tells me that the only way to get an instant refund is if they cancel the transfer. At this point I'm furious that I've been lied to again.I've continued calling this week and finally involved the general manager (who can't seem to respond to an email or return a call... great customer service), and the corporate office and STILL do not have a resolution. I'm wary of canceling the transfer as I don't think I'll get my money back. At this point I've been promised: prompt delivery of the car, refund of the transfer fee, better communication. I've received NONE of that. CarMax in King of Prussia has AWFUL customer service skills, and continually lies to customers. The website says they're built on integrity... I'm not sure whose definition they're using.Desired Settlement: I want what I have been promised: 1)refund of the $199 now 2)the car to still be transferred 3)COMMUNICATION! I should not be treated this way as a customer. I know they've received my email, as [redacted] in the Corporate Office has told me such. Is it so hard for them to meet the 24 hour call back deadline that they proposed?

Business

Response:

May 15, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MS. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

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

(the “Vehicle”) that was transferred on or about April 11, 2015 at the CarMax

store located in King of Prussia, Pennsylvania (“CarMax”). In this complaint Ms. [redacted] is

requesting a $199 refund, delivery of the Vehicle to the store for purchase,

and better communication.

According to our records, CarMax refunded Mrs. [redacted]’s

credit card ending -[redacted] on or about April 20, 2015. The Vehicle arrived at CarMax, and CarMax

informed Ms. [redacted]. Mrs.

[redacted] cancelled her sales appointment and informed CarMax she was no

longer interested in the Vehicle.

CarMax considers this complaint resolved. CarMax appreciates the opportunity to respond

to this complaint.

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

have any questions.

Sincerely,

Analyst, Customer Relations

Review: I purchased a 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,

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: I am a new customer with Carmax. I purchased my first vehicle in October at Carmax. I went into Carmax because my car that I owned was a [redacted] and someone had broken into the car and stole it. I am a full time student and I also work full time, therefore having no transportation was not an option. I was greeted as soon as I went into Carmax by a eager, professional car salesman. I told him about my current situation which he assured me he would get me into a new car that day. He went over everything with me; what type of car was I looking for, my price range, all the car facts about different cars I was interested in, previous owners, etc. I ended up purchasing a [redacted] that I fell in love with. About a month later, I was headed to school one morning, when I was side swiped and ran off the road into an embankment. My car rolled and I was able to get to my phone and call 911. The fire department had to cut me out of the vehicle and rush me to the nearest hospital. Following the accident, of course insurance is heavily involved because my car was a total loss. My insurance company contacted me wanting to go ahead and pay off my vehicle since the other at fault driver's insurance company is not wanting to accept liability for the accident. My insurance company was just going to pay off the balance, and go after the other insurance company. However; I learn from my insurance company that there is a hold on my title for my vehicle. I got in touch with numerous people from the DMV, Carmax, the Carmax corporate home office who all were telling me that there is a lien on the vehicle. Carmax sold me a vehicle with a lien on the car already. This is bad business practices and is not fair to me as the consumer. I was shown all the car facts pertaining to this vehicle but was never let known that there was already a lien on the car.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like to be put into another vehicle without a lien already on it. This was my first car buying experience on my own and for me to find out through my insurance company that there was already a lien on the vehicle before I purchased it and no one from Carmax ever told me there was lien on the vehicle is poor business. It is sad that my car being totaled resulted in my finding out that there is a lien on a vehicle I purchased without my knowledge. I feel let down and betrayed by Carmax. Carmax should have never sold me a vehicle with a lien on the title already.

Business

Response:

January 11, 2016

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

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

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated December 29, 2015 regarding the Vehicle purchased from the CarMax store located in Kennesaw, Georgia (“CarMax”) on or about October 4, 2015.

In her complaint, Miss [redacted] states concerns regarding a hold on a title for the Vehicle she purchased from CarMax and requests another vehicle without a lien on the title.

CarMax’s records indicate that the Business Office department is working with CarMax Auto Finance, G.M. Financial, and offices with the State of Georgia to resolve Miss [redacted]’s title concern as quickly as possible. As a gesture of goodwill CarMax provided Miss [redacted] a rental vehicle starting on or about January 6, 2015. CarMax will continue to allow Miss [redacted] to drive the rental vehicle until the problem has been rectified. Management will continue to stay in contact with Miss [redacted] to provide regular status updates.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension [redacted], with any questions you may have.

Sincerely,

Kristina S[redacted]

Analyst, Customer Relations

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.Carmax has provided me with a rental vehicle until this issue is resolved, however; Carmax has not obtained the title. I learned of this week from an official in the Department of Revenue office that Carmax nor it's affiliates have been in contact with their office in order to rectify this situation. I have been receiving occasional "updates" from an assistant manager but she is still giving me the "run-around" and telling me that they are "working on it" and trying to obtain this title information from Pennsylvania. However, there are still previous liens on the vehicle that need to be satisfied before an original title is released. Also, the titles that are currently declared as Pennsylvania and Indiana titles are fictitious and Carmax is not trying to satisfy these liens before a title is released. They have reached out to my insurance company to satisfy these liens on top of satisfying the car loan payment balance still owed on the vehicle, a letter was sent out by the assistant manager, Shelby to my insurance company, basically "guaranteeing" that they would produce a title, however; my insurance company will not release funds based on a "guarantee" but simply because they must have the original title in hand.

Regards,

Review: I'm writing this on behalf of my father who purchased and car on 11/21/2015 and 3 days after the car was purchased there were mechanical issues to where the car wasn't picking up speed and the RPM started skipping and the car will slow down when the gas is pressed I took the car three times to the car in Plano txt and was told that the issues can't be duplicated but however the car engine seem to try and cut off when the car is idle I explained to no avail to a car max BUT I did contact the salesman to have the car exchange and he informed me that the deal wouldn't go thru and the bank won't approve it ...I really need some help getting into another vehicleLocation: Garland TxMake: [redacted] Model: [redacted]Owner/Co-Ownder? NoTony RichardsonDesired Settlement: Have this car exchange for a different car

Business

Response:

January 18, 2016

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. [redacted] (Daughter of Mr. [redacted], the owner of the vehicle)

Complaint ID [redacted]

Chevrolet [redacted] (the “Vehicle”)

Dear Mrs. [redacted]

I am writing

you in response to your letter dated December 27, 2015 wherein you forwarded a

complaint from [redacted].

Ms. [redacted] requested in the desired settlement for CarMax to allow

her to return the Vehicle.

CarMax’s records indicate that we have been in

communication with Ms. [redacted] regarding this matter and have offered

to re-diagnose the Vehicle’s concerns at no cost. Ms. [redacted] accepted CarMax’s offer, but

has yet to schedule an appointment with the CarMax located in Plano, Texas. If Ms. [redacted] would still like to have

these concerns addressed, CarMax encourages her to contact CarMax’s Service Department

at (972)943-7590 ext. * to schedule an appointment.

CarMax appreciates the opportunity to respond to this complaint.

Sincerely,

Nekia [redacted]

Analyst, Executive Response Team

Review: I bought a car through CarMax in King of Prussia about a year and a half ago. When I bought it, I made it clear that I wanted something I could keep for two years and return, as I knew I was going to be returning to New York in time. Greg, the person I worked with, sold me a [redacted], assuring me it had good resale value.

The car turned out to be a lemon. In a year and a half I have replace the battery, the starter, and engine mount and the clutch and it has been in the shop for three additional times due to carbon buildup issues, where I was finally told they would replace the engine.

The buildup issues started about 4 months in and so was obviously the previous owner's buildup. When I complained to them about that Carmax assured me simply flushing it would take care of things, contrary to what the dealership told them to do, which was walnut shell blasting. After 3 trips to service an engine valve cracked and they told me they had to replace the engine. A month later I was told that they weren't replacing but fixing the engine. Now I've been told that after fixing the engine, it still ran rough and it is now at the dealership being looked at again. I have been driving loaner cars for 2 months straight now.

During the course of the many issues I had looked in to trading it in for something more reliable and was told I would only get 5,000 resale on a 15,000 purchase. This is expressly contradictory to the salesperson's recommendation of this particular vehicle based on it's high resale value - only a third of the cost. After all the fixes, the seemly apologetic CarMax manager said to me he'd be willing to offer me $8,000, a mere half of what I paid for it after a year and a half of owning it, and it being in the shop for roughly a fourth of that time. I am still driving a loaner and when the car is fixed I am frankly afraid to get in it, afraid that it will leave me stranded at the side of the road yet again, or worse.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I am looking for what I came to CarMax for, a car that is reliable according to their "Quality Assurance", worth what I paid for this car already. If they are not willing to do so then I want a return with refund (not "selling it back" for half the cost).

Business

Response:

February 4, 2016

Devan [redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MS [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Ms. [redacted] regarding the [redacted], [redacted], (the “Vehicle”) that was purchased on or about May 20, 2014 at

the CarMax store located in King Of Prussia, Pennsylvania (“CarMax”). At the time of sale, the vehicle odometer read

55,278 miles. In this complaint Ms.

[redacted] is requesting another quality vehicle or to return the Vehicle.

According to our records, the Vehicle was brought to CarMax

for a check engine light concern on or about 10/10/14 at odometer 63,388

miles. The Vehicle was diagnosed as

having carbon build up on the intake valves.

CarMax performed the cleaning along with spark plug replacement. Ms. [redacted] then brought the Vehicle to CarMax

on or about 10/28/14 at 64,497 miles for a check engine light concern. The Vehicle was diagnosed as needing the mass

air flow sensor cleaned. That service

was performed. On or about 11/4/15 at

odometer 81,413 miles, the Vehicle was brought to CarMax for check engine light

concern. CarMax diagnosed the vehicle as

needing another carbon cleaning and sent the vehicle to a dealer. The manufacturer contacted CarMax with the

recommendation to replace the engine, but did not provide details as to why. CarMax had the vehicle towed, performed a

diagnosis, and found an exhaust valve for cylinder #2 was burnt, causing a lack

of compression and misfire. The cylinder

head was sent to a machine shop and the cylinder head was reconditioned along

with the replacement of the valve. The

engine was then reassembled but there was difficulty getting the engine started

and running smoothly. It was then CarMax

found that a defective valve lifter was causing a valve to remain in the open

position.

CarMax is already in communication with Ms. [redacted], and

is currently repairing the Vehicle at no cost to Ms. [redacted]. Ms. [redacted] has been issued a loaner

vehicle to use during the repair. CarMax

is confident that the Vehicle has been properly diagnosed and will repair the engine

with the replacement of a new lifter.

The repair is estimated to be completed in one week depending on part

availability.

CarMax has offered a written appraisal offer of $8,000 for

Ms. [redacted] to sell the Vehicle back to CarMax. CarMax reviewed this offer carefully based on

current market conditions, mileage on the odometer, and cosmetic and mechanical

wear items that need to be repaired on the Vehicle. If Ms. [redacted] elects to sell the Vehicle

back to CarMax, she would be eligible to return the GAP Agreement and the

MaxCare Extended Service Policy for a prorated amount to be sent back to the finance

company.

CarMax appreciates the opportunity to respond to this

complaint.

Please call me at (800) 519-1511, extension [redacted], if you

have any questions.

Sincerely,

Analyst, Customer Relations

Consumer

Response:

Thank you for a response, although I'm not sure that it was anything but a confirmation of what I had already said. I had a long conversation with the dealership that diagnosed the original issue, which was carbon buildup that required walnut shell blasting, and had twice seen the car since I brought it back to Carmax because the engine had been damaged. The dealership thoroughly explained the many issues with the engine and why they had recommended replacing the engine. The service manager that I spoke with explained that there was a misfire code on cylinders 2 and 4, that cylinder 2 had a dead misfire, that the lifter in cylinder 4 was jammed, and that there was significant amount of damage. She said that they recommend putting in a new engine in these cases because often if you try to fix the engine it is usually not successful, and if it is initially successful there are usually underlying issues that only come to light after the customer gets on the road. She said that in the interest of time, cost and safety the replace the engine entirely. She confirmed that all of this was communicated to Carmax's service department explicitly.She also said that they attempted to repair the engine and was unsuccessful, and that Carmax subsequently came and towed it off the lot. Apparently they thought their service shop could do better than the Mini dealership in repairing a Mini engine. Not surprisingly, the repair didn't work, and Carmax subsequently returned the car to the dealership. I should mention that the dealership confirmed that this could be the result of not performing the walnut shell blasting as originally recommended. The Carmax service department balked at the $800 cost, claiming that it was just a ploy. The dealership said that "you have to take carbon buildup seriously" and that they have seen engine damage due to failure to properly address it before. Subsequent research has confirmed that it is general knowledge that walnut shell blasting is the only real solution because of the way Mini cars are built. Carmax failed to do this, opting for a cheaper remedy that temporarily allowed me to drive the car, only to repeatedly return because the check engine light had reappeared, and misfire codes continued.I hesitated to respond to Carmax's answer to my complaint because the response had said it would be a week before a repair, and based on my conversation with the dealership it was likely that the repair would not work. Another cheaper remedy that would temporarily allow me to drive the car but ultimately fail and may not be safe for the road. Miraculously I received a call from Carmax today saying that they were now indeed replacing the engine, but with a used one with 75k miles on it. Who knows where that engine came from and what issues it has with it. It's been three months now that I have been driving loaners and waiting for a resolution, and a year and a half since the first original check engine light. Carmax is only willing to offer me half what I paid for the car, even though it is their own failure to follow the instruction of the experts that led to the damage. A used engine with high mileage and an offer for half what I paid for the car is not a resolution, and the suggestion of prorated gap insurance and service warrantee does not pay off the loan. It is Carmax's faulty service that created this situation, from not cleaning the buildup before the car was sold, and then not appropriately cleaning it when it was subsequently discovered and repeated service visits thereafter. I would also like to mention that the same make and model of car with the same mileage is being sold by Carmax for 12k at another location. It appears that short term profit is the only concern, even if their attempts to save money ultimately cost them, and/or their customers, more. An easy $800 walnut shell blasting has now turned in to 3 months of attempted repair and finally replacement of the engine. What I am looking for is a refund based on the appraisal of the initiation of the issue, 4 months after I bought the car.

Review: SIr or Ma'am:

I purchased my [redacted] in the summer of 2015 from CarMax in Duarte, CA.

When I purchased the vehicle, I was told it had no accidents or damage, I recently found out the car did have body damage and the repairs were done by Carmax in Duarte, the Passenger rear and side had been painted.

A [redacted] is a high end vehicle, this repair depreciated the vehicle's value 20%, this was never disclosed to me.

I have invested a significant amount of money in the vehicle already and this depreciation is not ok, I think carmax should be reimburse me the depreciation caused by the repair and for not disclosing the repairs prior to my purchase of the vehicle.

Sincerely,

[redacted]Location: Duarte, CAMake: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Carmax should be reimburse me the depreciation amount of 20% of the purchase price caused by the repair and for not disclosing the repairs prior to my purchase of the vehicle, and simply showing a certificate that the vehicle had no damage.

Business

Response:

March 22,

2015

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted] (the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from Yousuf [redacted] regarding the Vehicle

purchased from CarMax of Duarte, CA (“CarMax”) on July 13, 2015. In his complaint, Mr. [redacted] states that the

Vehicle had previous body work which caused the Vehicle to depreciate by 20%. Mr. [redacted] requests that CarMax reimburse him

20% of the Vehicle’s purchase price.

CarMax guarantees that a vehicle is

free of flood and frame damage. CarMax

does not guarantee that a vehicle is accident free, or free of previous body

work. CarMax professionally reconditions each vehicle and prices it according

to market value, including any reconditioning factors. Therefore we decline Mr. [redacted]’s request to

reimburse him 20% of the purchase price.

If Mr. [redacted] has any additional

questions, or would like to discuss this concern further, he may contact me at

1-800-519-1511 ext. [redacted].

Sincerely,

Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

Carmax Extended Warranty is worthless.

I have 2 problems with the vehicle. 1. mirror isn't folding properly - feels loose. 2. airbag light is on.

Now, I have called ahead and got confirmation that both repairs will be covered. Day later ** dealership called me, that [redacted] has denied both of my claims. They told the dealership, that ONLY the folding motor will be covered, not the mirror assembly. Dealership never replaced a motor in a folding motor, assembly only, so [redacted] asked them to ship them my mirror for repair!!! Airbag system didn't get approved because some vissible corrosion on a plug leading to the sensor - which is inside the vehicle - I call that manufacturer issue and that should be covered.

I still have 45k miles of coverage and will post more experience as it occurs.

In the meanwhile paying cash for these 2 repairs.

We sued CarMax for failing to disclose defective car. they counter sued us stating they do not have to disclose if a car was in a prior accident. They lost but these are the kind of people you are dealing with. I would never recommend them to anybody. They are a large corporation and if something is done wrong they won't take responsibility and will tie it up in court.

Review: I submitted my final payment on October 30, 2013. I called Customer Service early January to inquire why I had not received my car's title. I was informed I still owed $514.96. I asked for what and she couldn't tell me. She also informed me that if I didn't pay by the end of the month, my account would go to a collection agency. I informed her that this is the first time I became aware that I owed this amount. I requested a detailed account in writing of how and why they had arrived at this figure. She stated she could only provide a payment history. I wrote an email directly from CarMax's website, again requesting an explanation. A few days later, I received a cut and paste response asking that I speak to a Customer Service Rep. I responded that I had already done that. I received no response to my second email. A week later, I received a simple payment history with no explanation as to how they arrived at $514.96, nor could we figure it out from the history they sent.Desired Settlement: I would like a detailed explanation of how and why they concluded that I still owe $514.96. If I agree with their determination, I would like more time to pay the balance before the account goes to collections.

Business

Response:

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by [redacted] regarding the above-referenced account. [redacted] is disputing the balance owed on her account. Accordingly, [redacted] has requested that we validate the balance owed. Please find our response below.

[redacted] indicates in her complaint that she made her final payment on October 30, 2013. To the contrary, our records show that the last payment we received from [redacted] was on November 2, 2013. This payment was [redacted]’ 59th payment in a 60 term contract. The current payoff balance on [redacted]’ account is $519.88.

The reason why the final payoff amount is significantly greater than the final installment amount is because of the additional finance charges that accrued on [redacted]’ account. Please know that finance charges are calculated using a simple interest formula, i.e. finance charges or interest accrues on a day-to-day basis. Also, take note that the finance charges that accrue between each payment are contingent on the current principal balance and how early or late monthly payments are made. In essence, payment patterns to a significant extent, dictate how much finance charges the account accrues daily. Because most of [redacted]’ payments were over 30 days late, she accrued finance charges in excess of what was initially contemplated under the Contract. Please refer to the enclosed copy of the Contract and a system generated payment history for a better understanding of how each payment is applied towards accrued finance charges and principal balance. An [redacted] based payment history is also enclosed as a supplement to our system generated payment history.

Finally, in regards to [redacted]’ concern that we did not notify about the remaining balance owed on the account, please find enclosed a letter from [redacted] dated August 16, 2011 requesting that we cease our communications with her. Accordingly, we could not contact her about the balance owed.

Thank you for bringing this matter to our attention and I hope my response provides [redacted] with the clarity that she seeks. If [redacted] has any further questions or concerns regarding the balance owed, she can contact me directly at [redacted], extension [redacted].

Sincerely,

CC: [redacted]

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will contact the company to make payment arrangements for the balance. I would like to point out that the "do not contact letter" submitted in 2011 was to stop calls to my job and relatives. It does not obviate a simple letter explaining the additional money due, which is what I was requesting. I would like to thank [redacted] for the detailed explanation.

Regards,

Review: Over the last two years my wife and I have purchased two vehicles from CarMax. Our first car broke down twice for the same reason, and even though we were guaranteed under the 30-day, 90-day, and the CarMax Max Care Plan we still had to pay for a taxi ride, and train tickets because we were not granted a loaner vehicle. After all this has happened we were apologized to and told that these things sometimes happen. We allowed these expenses to slide. Last Saturday I made a request to defer my April payment because of a change of payment dates at my work. I was told that everything was taken care of, and my next payment would not be due until May 4, 2016. On April 4th the payment was drafted anyway, even after I was removed from automatic billing. I called and they agreed that it was their error, but the best they could do is refund my money through a check 10 days after I send in official bank statements. By this point my account will be over drafted and I will not be able to make necessary payments for my family this month. I am beyond irritated that a company can admit to wrongdoing, but then require its customers to make the effort and still be financially strained after that effort. If this was indeed the company's fault, they need to make arrangements to refund the money plus damages, or stop payment immediately.Location: Make: Model: Owner/Co-Ownder? Desired Settlement: The money either needs to be refunded within the week, or I will need the refund plus any overdraft charges, and late billing charges granted to me in the check that is being sent.

Business

Response:

April 12, 2016

Revdex.com Serving Central Virginia,

Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE: Consumer Complaint of [redacted]

Dear

Sir/Madam:

Thank you for sharing Mr.

[redacted]’s complaint with us and providing us with the opportunity to

respond. Mr. [redacted] states that he

called to cancel his recurring payment and the payment drafted anyway. Further, he is unhappy with our refund

processing time. Mr. [redacted] is asking for his refund within the week of his

complaint or he will require additional monies to cover any overdraft fees he

could incur.

We are happy to report that

Mr. [redacted] received his refund via FEDEX on Saturday, April 9, 2016. Nonetheless, we have conducted an

investigation into Mr. [redacted]’s concerns and found the following:

April

2, 2016,

Mr. [redacted] called and requested that we cancel his recurring payment. He advised that his employer changed his

payment schedule, and in an attempt to assist Mr. [redacted], our representative told

him that she could cancel his April 2, 2016 payment. However, that payment was already in process

and could not be cancelled. We have

provided feedback to the associate regarding the error and reinforced the

correct procedure.On April 4, 2016,

Mr. [redacted] called to understand why his April payment was debited from his

account. We informed Mr. [redacted] that

this was our error and we advised of our rush refund request process.

Review: The purchase was done on Saturday July 13 from CarMax. My wife and I traded in two vehicles for one smaller one. One of those vehicles had some negative equity in it. The details of the deal are below:- [redacted] with approx. [redacted] negative equity- [redacted] traded in- approved for financing for the [redacted] we were purchasing with the [redacted] negative equity and 750 cash down.- Used the [redacted] as the down with a 1000 dollars for trade in so we covered the down and then someAll contracts and paperwork were signed by us and the dealer that evening and we turned over possession of both the [redacted] and [redacted] for the used [redacted]. On July 23rd we received a phone call from the Sales Manager that we worked with that evening about how the deal cannot be financed and we will need to bring in the [redacted] to rerun the financing or give them around 450 dollars more as the down. When I ask for an explanation she stated that they entered in the trade in on the computer incorrectly and the finance company will not take the [redacted] trade in as a cover for the down. More or less they considered it [redacted] negative with the [redacted] rather then the deal which was [redacted] negative with the [redacted] as the down to cover the 750. The [redacted] that I had traded in was paid off on July 22nd by the dealer prior to this call. Also, when asked about whether my cars were still on the lot in case the deal can't be worked out, I was told the [redacted] yes, but the [redacted] is now gone and that she "would do everything we can to get your vehicle back". Be aware that we were approved for the original deal, but because they entered it wrong we would have to come in and redo everything. There are no stipulations in the contract that this sale could be adjusted or it was conditional. [redacted] should not have been removed without secured financing per Arizona state law.The financing contract has no language that it is temporary or adjustable in nature.Desired Settlement: Maintain the original agreement as made in the contract and pre-approval. No renegotiations and no more additional fees. Just honor the sales/financing contract.

Business

Response:

August 20, 2013

Review: I just purchased this car Feb, 2013 I'm just made my 5th payment my car fell apart right away. I know it was used but I paid a total of 13000.Dollars for it when the car boiled over I just happened to be in there neighbor hood as it is close to my house I just got through taking my granddaughter to school. car max was on the way I know they have repair so I stopped. I did not buy there warranty. But still the car was just bought 4 months ago then. They told me to come back but I said my car is boiling over I can't drive it. Which it was. They said I could leave it there and they would check it for 125 I said but I just bought it. They were rude I don't know why I let them even attempt to fix it! I felt like they had me over a barrel. They gave me a ride home and called me to tell me it would cost me 1107.00 to fix the car. I needed a new Power control Module I said is that why the engine light is coming on they said yes. They said they had one if I wanted it put in. I didn't know what else to do so I said Ok. They put it in I paid for it. I took my car it didn't seem to be much better finally the air conditioning went out I felt they were overcharging and underhanded to I took my car to [redacted] here the things they said. This car need a new Power Control Module A?C Suction hose A/C Discharge evacuate and recharge transmission solenoid pack costing a total of 1707.00 I said but they just put a new power module in at car max costing me 1107.00 they man at [redacted] said no he didn't there is something there but its not even the right part number Oh my god I paid for nothing? Yes So I called car max and told them they should charge the amount back to my account! They pretty much are refusing I don't want to do business with them they said well we have 60 days I bought a lemon I would just like my money refunded to I can get my car fixed . Please help me I don't want to loose my house over this. Also he said it looked like it came out of another car!

Product_Or_Service: Iotally intergrated power Module 927.00

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like this recharged to my accounts I don't have money to through away. If the car fits the Lemon law I would like a another car. If it doesn't its ok I just want my money back they are doing every thing they can think of to stall. Should I call the credit card people?

Business

Response:

August 30, 2013

Review: I purchased a extended warranty on my Vehicle, when they was getting me to purchase the vehicle they did not specify that I had to have a receipt for proof the I service my vehicle on a a regular basis. If they would have told me that I would have tried to save at least the receipt of me purchasing the oil and the filters. But the only thing that was told to me when purchasing this extended warrant was this would be a good thing if something major would happen to by vehicle and I took that chance just in case something would happen to my car. Now they are trying to say that I am liable for the damage because I didn't change my oil frequent enough, which I feel I changed my oil on my vehicle at least twice a year considering I only drive the car to work, store and back home, no long distance driving. But anyway I purchase the warranty for that purpose and now they ar refusing to repair my vehicle. The warrant was a waste of my time and money.Desired Settlement: I would like them to honor the warranty and repair whatever is needed to repair my vehicle, and stop sell false warranties, unless you explain to the customer step by step what this warranty will and will not cover.

Business

Response:

11 November 2013

Re: [redacted], Complaint #[redacted]

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

Dear [redacted]:

Thank you for forwarding the correspondence received in your office from [redacted] regarding a repair need for the Vehicle purchased from CarMax of [redacted], on 8 February, 2011. At the time of purchase, the Vehicle had 58,461 miles registered on the odometer, was subject to CarMax’s Five-Day Money-Back Guarantee, and came with CarMax’s 30-Day Limited Warranty. For additional consideration, [redacted] purchased a 72-month/125,000-mile MaxCare Extended Service Plan (the “ESP”). The ESP is administered by The Warranty Group (“TWG”). CarMax is not a party to the ESP.

In her letter, [redacted] requests that her Vehicle be repaired under the terms of her “warranty” (the ESP) and states that she was not advised of her obligation to maintain service records for the Vehicle. A review of documentation presented to [redacted] at the time of purchase reveals that [redacted] -- the “Customer” as identified in the MaxCare Service Contract -- was provided with a copy of said contract, wherein it states on page 2 under “Your Maintenance Requirements” that in order to keep the service contract valid, the Customer must follow the maintenance procedures recommended by the manufacturer of the vehicle and keep receipts which identify the vehicle, mileage, and services performed. Further, under the section titled “Your Responsibilities,” it is stated that the Customer must provide proof of the vehicle’s maintenance upon request.

A review of CarMax’s records shows that on or about 24 October, 2013, the Vehicle was towed to CarMax with a complaint of a ticking noise in the engine area and a fluid leak. The Vehicle was noted to have 96,632 miles on the odometer at this time, a total of 38,171 additional miles since the date of purchase. It was determined that the Vehicle needed an engine replacement. [redacted] requested oil change records for the Vehicle, which [redacted] has been unable to produce. If [redacted] is able to present this documentation, CarMax would be happy to forward it to TWG for further consideration of the claim.

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

Sincerely,

CarMax Customer Relations

cc: [redacted], CarMax of Independence