CarMax , Inc.

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: 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: 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

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: 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 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: 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: 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: 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'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: 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 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 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,

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: My car was told on Aug 5 2015, CarMax my finance company told my insurance company [redacted] at the time of the accident the 14 day payoff was 17971.32, but they told me the payoff amount of the day of the accident was 17835.11. I sent my title to [redacted] and they sent a check to CarMax Auto Finance in amount of 14246.34. I also cancel my warranty as well with a refund in amount of 1604.25. I call CarMax to see when are they going to send the information over to safeguard my gap company, that they have to wait until the check is clear then post to my account. At that time they gave me a extension. I waited and waited until the check was clear and post to my account. I gave them a call when I have seen on my online account that I had posted, to find out when are they going to send over the document because this account is still drawing interest on it the pre had advise me that CarMax will back date it to the day off lost because this is a long process. Next I was inform that it would take them 2 weeks to send over the documents over to safeguard . I let them safeguard told me that it takes 21 days to complete there process. Once again the rep inform me again that they will give me another extension and they will back date the interest to the day of the totally lost. I wanted until see I seen that they have sent over everything that safeguard needed. Once I seen that it was sent over I call them to see what day do the think it would be done, they have no clue on when. I gave it some weeks. then I call them and they told me how much they was paying and why they that amount. CarMax sent them paper that the amount of the totally lost day was 18272.45 and that was not there calculation on the day of the accident. So I call CarMax to find out what's going, once again they told me they cant tell me anything until they get the check and the check clear and post to the account and they would back date the account to the time of lost. But they didn't they are robbing me .Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: To me the truth why so many different payoff amount for one SUV nd they owe me some money back

Business

Response:

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.

Review: In Feb 2014 I purchased a used [redacted] from Carmax in Brandywine, MD for $10,000. In April of 2014 my vehicle began malfuctioning, first the radio went out then the interior lights, and after approx 5 more minutes the vehicle completely shut off while driving on the highway. I safely pulled over and after about 15 minutes was able to start the car and drive safely to advanced auto where I had them run diagnostics on the battery, alternator, and starter at that time. They stated everything was in ok condition and it might have been a fluke. In May of 2014 my car again shut off while driving doing the same actions as in April, but this time it would not start again. I had the vehicle towed to the nearest repair shop which was [redacted]. It turned out to be the alternator needed to be replaced. Alternator was replaced and I was back on the road. In June or 2014 again I had the same issue with the vehicle as in April and May of 2014. Again the vehicle would not start even when trying to be jumped. I had it again towed to [redacted] for service, this time it was the starter, which was completely burned out. Since that time frame I have had the starter replaced over 6 more times (3) more times at [redacted] along with battery cable wiring, once at a [redacted] dealership in Norfolk, Va April 2015, new battery was required as well, and a week after that replacement again at the [redacted] dealership where I was informed I had a TIPM issue that was the cause of the issue and needs to be completely replaced. In June of 2015 I again had to replace the starter and purchased another battery, but used another vendor at that time. I didn't know what else to do and finally in August I asked for advise from friends. They stated I should try to contact Carmax as the dealership I purchased the vehicle from to see if they could assist in any manner. I contacted Carmax, and spoke with Brittani who is the sales Manager and was advised I would first need an appraisal done. I took my vehicle in for the appraisal and was told they would buy for $1500. I still owe over $7000 on the vehicle...that would not work, I gave them copies of my service records for each visit to [redacted], I also let them know it was an electrical issue where I had been told previously the TIPM would need to be replaced. I was then informed in order for them to offer any type of assistance I would need to have their service manager look at the vehicle and run an engine diagnostic. I let them know I would like one of 3 options done. 1. Fix the vehicle to working condition ( replace the TIPM system), 2. Refund/forgive the loan minus any mileage overage expenses 3. Replace the vehicle with similar price point vehicle. There was a 3 week wait for an appointment so I made the appointment for the next upcoming date 9/28/15 @ 9am. Dropped my car off on 9/27/15 with the desired engine diagnostic request as they told me. 9/28/15 received a call from [redacted] via voicemail called back stated they needed my approval to run the engine diagnostic for $86.50. I agreed they stated would run diagnostic in the am. Called back on 9/29/15 1pm. They had not run the diagnostic...stated they needed my approval still. Again I agreed asked to speak to the service manager, he was not available. 9/29/15 3pm called back regarding the results, was told by [redacted] would have to call me back but he was on lunch. 9/29/15 445pm called back was told by a different person that [redacted] had left earlier that day I asked to speak to the service manager or the technician. Neither was available but was told the vehicle is perfectly fine, they didnt find anything wrong at all. I asked to leave a message for service manager because I had previously told them that until the starter goes out it is always fine, that was the issue to begin with and the issue was the TIPM. 9/30/15 spoke with the service manager [redacted], again explained the situation and he stated they would check and verified it was the TIPM that needs replacement. I also informed him of the 3 outcomes I would like to see happen, enumerated above. He stated he would have to see what would need to be done from here pending the TIPM check. 9/30/15 [redacted] left a voicemail stating they would neither fix nor offer any assistance in fixing the issue. They would not charge for the Engine Diagnostic as the TIPM was the issue as I stated previously. I could pick up my vehicle and keys. I picked up my keys asked for contact for Carmax Corporate and was given a contact number. Contacted Carmax on 10/1/15-10/9/15 spoke to [redacted] a home office Customer Relations-Analyst. Forwarded all paperwork as requested and filed a complaint. 10/9/15 was informed they would not do anything to assist with any of my three requests. Stated the issues occurred beyond their 30 day warranty period, and that at this point I had put over 40k additional miles on the vehicle. I explained yes I do drive a lot I live over 35 miles from my work and thus I drive over 70 miles round trip just to and from work on a daily basis so my vehicle is very important to me. In I explained that the incidents did not occur once it reached 40k miles they began when I was at 7k, then very shortly but with in 6 mos of having the vehicle it had been in the shop 4 times. I asked to speak to someone above [redacted] level and asked for this denial in writing, He did not transfer me to some one of greater authoirity and stated he would look into getting the written denial information to me. 10/12/15 [redacted] calls back to tell me that they still will not assist in the replacement of the TIPM and they would not provide written documentation of their denial. That if I had any further issues regarding wanting the written documentation to contact Richard in Legal at [redacted] I have not yet spoken to their legal department. This of course is not an all inclusive dialogue between myself and Carmax but it is a fair representation of the summary of the interactions.[redacted]

[redacted]Desired Settlement: ONE OF THE BELOW 3 options would be satisfactory

1. Replace the faulty TIPM system as it is the cause of the issues

2. Replace the vehicle and continue current finance status of remaining $7000 balance

3. Consider current loan paid in full and forgive remaining owed balance through ally financial bank

Business

Response:

November 5, 2015[redacted] 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mrs. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]I am writing in response to your letter dated October 13, 2015, wherein you forwarded a complaint from [redacted] regarding the Vehicle purchased from the CarMax store located in Brandywine, Maryland (“CarMax”) on or about February 15, 2014.CarMax was not given the opportunity to diagnose or repair the Vehicle within the 30-Day Limited Warranty (or any months following the initial date of purchase). CarMax has again declined the desired settlement as set forth in the complaint. However, if Mrs. Beasley would like to pursue a repair at her cost or have the Vehicle appraised, she is welcome to visit the CarMax nearest her.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Please contact me at [redacted] extension [redacted] with any questions you may have.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.

I do not live near the location where the vehicle was purchased from and took the vehicle to the closest [redacted] DEALERSHIP to have it repaired not back to CARMAX where it was purchased. It was only after I had to have the vehicle placed in the repair shop for significant impairments on several separate occasions for the same issue. Even the dealership suggested I contact CARMAX to have them review and diagnose the issue and offer assistance in getting the vehicle repaired to CARMAX standards, but seems to have made it to the nonconformity standards instead. I paid over $10k for the vehicle and after having had it placed in the shop for the same issue more than 5 times I have contacted CARMAX in regards to the electrical issue with the vehicle. The vehicle has completely shut off on me while travelling on the highway on more than one occasion, placing not only my self but drivers around me in danger as it completely locks up the steering wheel which is a serious safety defect. I have followed every direction they have asked of me. I have had it appraised by CARMAX and given an offer of $1500 which they state was given due to the excellent condition of my vehicle yet I owe over $7k on the vehicle. I have provided CARMAX with all of my record and at their request had CARMAX service team run an engine diagnostic and a scan of my electrical system, they had it in their possession for 3 days prior to telling me nothing was wrong. Which is impossible since you don't even have to run a scan or any diagnostic on the vehicle to see the rear signal lights do not work and the driver side reverse light is also out. Which when they are replaced short out the starter (the main reason it has been in the shop nearly once every month for the past year and a half). So what if I had taken the vehicle to Carmax...who has looked at my vehicle for 4 days and concluded nothing was wrong with it?? How would that have helped. The law does not state that I have to take my vehicle back to the company I purchased it from to be considered to have a serious safety defect. I have made reasonable allowances regarding the vehicle by taking it directly to the manufacturer for repairs. I have kept excellent records of every visit to have the vehicle repaired and have attached them to this letter as well. I would be willing if offered to 1.Replace the motor vehicle with a comparable motor vehicle2.Accept the return of the motor vehicle and refund to the consumer, lessor, and any lienholder as their interest may appear the full contract price, including all collateral charges, incidental damages, less a reasonable allowance for the consumer's use of the vehicle up to the date of the first notice of nonconformity that is given to the manufacturer, its agents or authorized dealer3.in addition I would be willing to accept any assistance in repairing or correcting any defect or condition, including those that do not affect the driveability of the vehicle

Regards,

Review: I purchased a [redacted] from CarMax Inc., on August 09, 2014 at the [redacted] location. I had test driven the automobile in question on August 06, 2014 and identified alignment and potential tire issues to the sales representative [redacted] It was assured to me that this matter would be taken care of. I received a buyer's order from the sales representative that day (August 06) to bring to my bank ([redacted]) to continue with the purchase. Upon arriving to the bank, the buyer's order was incorrectly initiated by CarMax, Inc., and therefore had to be rewritten the correct way. I have emailed all necessary documentation to[redacted], a Sales Manager or so I am told, at the CarMax, Inc., location in [redacted] as well as a detailed explanation of these events leading up to the current issue. I was in contact with my sales representative on Friday, August 08, 2014 via text messaging to alert her that I would be traveling from my home location in [redacted] to the CarMax dealership in [redacted] roughly 2 and 1/2 hours from my home location one way. I reminded her that the alignment issue needed to be addressed prior to picking up the vehicle. I arrived at the location around 1030am on August 09, 2014 and first asked about the alignment issue. It was then brought to my attention that the issue had not even been brought up to the service department. I then informed the sales representative that the sale would not proceed without the issue being addressed immediately, and I was assured that it was being handled and that I would not have to wait long. Several hours later, I was finalizing my transaction of this vehicle, and upon arriving at the financing department to sign, another b,uyer's order mistake was then made, but was quickly readjusted, but caused me to wait even longer for my final purchase. I then drove the vehicle back to my home location in [redacted] I was assured upon leaving several times that the maintenance issue had been resolved properly. During my transit to my home location, there was a distinct vibration in the steering wheel at approximately 55-60 mph, as well as a hard pull to the right, or passenger side, of the vehicle. After arriving home, I did not drive my vehicle until the next day, upon which I took it to [redacted] to have this issue looked at. It was then discovered by the technician that the balancing was off on all 4 tires, as well as the alignment was off. I immediately contacted CarMax, Inc., located in [redacted] where I was put in touch with [redacted], apparently a manager. He assured me that he would attempt to help. I ended up paying out of pocket $157.02 for an alignment as well as balancing of my tires. My complaint is that I addressed this issue several days prior to purchase, as well as the day of purchase, and was assured that the maintenance was completed properly upon leaving the establishment. The maintenance was not performed on the vehicle, and a safety issue arose from this matter as I had a 2 & 1/2 hour transit to my home location where an accident could have likely occurred due to failure to complete the requested maintenance on the vehicle.Desired Settlement: I expect a full refund of $157.02 from the maintenance performed on August 10, 2014, as well as free follow on maintenance for the vehicle for a negotiable period of time to be performed at the location of my discretion. Understanding that CarMax, Inc., has a 5-day money back guarantee on vehicles purchased from them, I expect that due to my traveling circumstances, should this issue not be resolved in the most expeditious manner and should further routine maintenance be required that CarMax, Inc., will not cover, I want an extension on my money back guarantee as I am losing patience and about to request a full refund for the vehicle purchased. Please disseminate and respond immediately.

Business

Response:

September 2, 2014

VIA ELECTRONIC MAIL

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am in receipt of the complaint filed by [redacted] on August 10, 2014 regarding a [redacted] (the “Vehicle”), [redacted] that was purchased at the CarMax store located in [redacted] (“CarMax”), on or about August 9, 2014. [redacted] requested in his desired settlement that CarMax reimburse him $157.02 for previous maintenance performed on the Vehicle, provide free maintenance for a negotiable period of time at the location of his choice, and an extension on the 5-day money back guarantee.

[redacted] mentioned in the complaint that there was a distinct vibration in the steering wheel and a hard pulling to the right when traveling at approximately 55-60 mph. [redacted] took the Vehicle to [redacted] to have these concerns addressed. According to the complaint, [redacted] performed a diagnostic test on the Vehicle and discovered that all four tires needed to be replaced and aligned. [redacted] authorized Merchant’s Tire & Auto Centers to complete the needed repairs.

CarMax provides a Limited 30-Day Warranty on all used vehicles. Any repairs during the first 30 days would need to be authorized by CarMax if the repairs are being performed by a third party facility. CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining [redacted]’s request to extend the 5-day money back guarantee and also his request for free maintenance for a negotiable period of time.

On or about August 14, 2014 CarMax mailed a reimbursement in the amount of $157.02, check #[redacted] for [redacted]’s previous visit at [redacted] as a gesture of goodwill. CarMax has been in contact with [redacted] and has scheduled a service appointment on September 1, 2014 to address any additional concerns.

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

Sincerely,

Review: I was told that I would have to pay towing fees to get my car serviced. I only had the car 5 months and the alternator has gone out already. I live miles away from car lot and they say where I live is out their jurisdiction. I was also told I would have to pay a 250.00 deductible before services can be done. I purchased an extended warranty, so what it covers. I fill like it's unfair for me to have to pay all of that plus maintain car note also even with extended warranty.Desired Settlement: I expect to receive a refund of down payment and monies already paid towards car or another car.

Business

Response:

[redacted]

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.