CarMax , Inc.

July 28, *** *** *** ***
Moorefield Park Drive, Suite Richmond, Virginia *** *** *** *** *** ** *** *** *** *** **
*** ***
Complaint ID ***
*** *** *** *** ***
*** *** ***
Thank you for forwarding the complaint dated July 9, 2015, wherein you forwarded a complaint from Mrs*** *** Mrs*** requested in the desired settlement for CarMax to reimburse her for a collision damage waiver fee and also to be reimbursed for the cost that she paid to have full coverage insurance added to the Vehicle In addition, Mrs*** also requested that CarMax compensate her husband for missing a day of work and for having to secure another mode of transportation while the vehicle was in for serviceCarMax’s records indicate that while the vehicle was being serviced, CarMax contacted Mrs*** to advise her that her Extended Service Plan provided her a rental vehicle for up to seven days while her vehicle was in for service at no cost to her However, Mrs*** mentioned in the complaint that the rental car company informed her that she would need to pay a damage waiver fee before she was allowed the ability to obtain a rental vehicle Mrs*** purchased the damage waiver at the request of the rental car company and rented the vehicle for seven daysCarMax later contacted Mrs*** to inform her that the repairs had to extend beyond the seven days As a gesture of customer service, CarMax offered Mrs*** a loaner vehicle while the final repairs were being completed on her Vehicle Mrs*** did not have an active insurance policy at the time of the offer, but later obtained an appropriate policy that would cover a loaner vehicleIt is not a policy of CarMax, or the Extended Service Provider, to request that customers purchase a damage waiver fee However, CarMax does a driver to have a valid insurance policy before a loaner vehicle can be provided
Based on the above, CarMax is declining the settlement as set forth in the complaintPlease contact me at *** extension *** with any questions you may haveSincerely,
*** ***
Analyst, Customer Relations

Calibri;"> May 2,
Via Electronic Mail
*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Dear *** ***:
I am writing in response to your letter which forwarded the complaint of *** ***
On March 6, *** *** purchased a *** *** *** *** ***, VIN *** (the ”Vehicle”) from Carmax in Chattanooga, Tennessee. In *** *** desired settlement she would like her down payment returned and return the car due to it being in a accident prior to her purchase
The vehicle had one accident prior to purchase and one accident while they owned the vehicle. Since purchase 20,miles have been put on the vehicle
Purchase price *** *** paid was $20,998. CarMax appraised the vehicle at $18,000. No information in *** or *** indicate the severity of the accident. Our reconditioning history shows we repaired the rear bumper to CarMax standards. CarMax does sell vehicles that have been in minor accidents. CarMax does not sell vehicles that have frame damage. CarMax will not return the vehicle. We will appraise the vehicle
If you have any questions, please contact me at *** ***Extension ***. Thank you for providing CarMax with an opportunity to respond
Sincerely,
*** ***
SrAnalyst Customer Relations

July 21, *** *** *** ***
Moorefield Park Drive, Suite Richmond, Virginia *** *** *** ***
Complaint ID ***
*** *** *** *** *** ***
***
Dear Mrs***:
I am writing in response to your letter dated July 5, wherein you forwarded a complaint from *** *** ***, regarding the Vehicle purchased from the CarMax store located in Tinley Park, Illinois on or about July 15, Ms*** requested that CarMax either take full return of the Vehicle or allow her the ability to exchange it for anotherCarMax’s records indicate that they have never seen the Vehicle for a transmission concern and was therefore unaware of Ms*** concerns until the receipt of this complaint However, in an effort to learn more about the current status of the Vehicle, CarMax’s Service Manager, MrRyan Di*, contacted Ms*** by phone on or about July 21, to discuss the details of her complaint furtherDuring this conversation, Mr*** acquired more details and committed to contacting the local *** dealership (where the Vehicle is currently being serviced) for additional details, and then following back up with Ms*** by phone on Monday July 25, Should Ms*** have any additional questions or concerns before or after this date, she is encouraged to contact Mr*** back directly at *** ext*CarMax appreciates the opportunity to respond to this complaintPlease contact me at *** extension *** with any questions you may haveSincerely,
Nekia W***
*** *** *** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Having a third party inspect a vehicle is not going to help me with the diminished value the vehicle has Carmax uses advertising by only using the AutoCheck for there Vehicles and not using CarFax Which in my case the AUTOCHECK that CARMAX uses showed my car had (No) accidents prior to purchase I would have not purchased a ( Wrecked Vehicle )! This was not disclosed or provided to me at time of purchase I have already had Carmax give me an appraisal on the vehicle and the offer that was given is not acceptable .
Regards,
*** ***

August 9th, 2016*** *** *** ***Revdex.comMoorefield Park Drive, Suite 300Richmond, VA 23236RE: *** *** *** *** *** *** *** ***Dear Mrs***,
Thank you for forwarding the complaint received in your office from Ms*** regarding her purchase of the Vehicle from CarMax of Roseville, CA (“CarMax”) on November 27th, At the time of purchase, Ms*** also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months or until the Vehicle exceeded 150,miles with a deductible of $In her complaint, Ms*** requested that CarMax refund her the purchase price of the Vehicle and all payments that she has made since her purchase. Ms*** towed the Vehicle to CarMax on approximately June 22nd, 2016, with a no-start concernAt that time, CarMax took the Vehicle to a local *** dealer to have a diagnosis completed*** replaced the inline fuses on the Vehicle to address the concern and then test drove the Vehicle on a daily basis for approximately four weeks to ensure the concern was resolvedThe repair completed by the *** dealership was covered under the terms of Ms*** ESPIn an effort of customer service, CarMax did not charge Ms*** her deductible charge. CarMax will not be participating in a return for the Vehicle as the return period that CarMax offers at the time of purchase has expiredIn an effort of customer service, CarMax has agreed to honor an appraisal offer for the Vehicle from approximately January of in the amount of $10,CarMax would be happy to address any repair concerns that Ms*** may have under the terms of her ESP. If Ms*** has any additional questions, she is welcomed to contact me at ***, ext***.Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D***Analyst, CarMax Customer Relations

*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, Va.
class="MsoNormal">Re: Ms*** ***
Dear Mrs***,
Thank you for forwarding the complaint received in your
office regarding the *** *** ***
VIN ***(the “Vehicle”) that she purchased on
or about November 12, from the CarMax store located in Katy, TexasIn
this complaint Ms*** is requesting tires, OEM rotors and pads and a
synthetic oil change
As stated in the complaint, Ms*** took the Vehicle to
CarMax with concerns regarding the brakesOn or about December 16, 2014, CarMax
initially addressed the concern by resurfacing the front and back rotors and
replacing the padsAt the completion of the repair, there were no brake
squealsOn or about January 21, Ms *** returned stating that there was
once again a brake squeal. At that time,
CarMax replaced the semi metallic pads with ceramic pads to ensure a reduction
in the squeal. On or about February 5,
2015, Ms*** returned to CarMax with a concern of a grinding noiseThe
CarMax technician inspected the brakes to ensure that there was no issue with
the prior brake service that had been completedIt was determined that the
brakes were operating as designedHowever, there was some road noise caused by
the front tires. The technician
recommended a tire rotation to address the concern.
In regard to Ms***’s request to have the tires
replaced, tires were put on Ms***’s Vehicle during the reconditioning
process before it was soldThe tires met the required speed rating and size
for that particular Vehicle
CarMax appreciates the opportunity to respond to this
complaintCarMax would also like to extend the offer again to rotate the tires
as we believe that this would take care of the road noise issue that
Ms*** is experiencing.
Ms*** may contact the CarMax
location in Katy Texas to make an appointment.
CarMax is declining the additional services requested in this complaint
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations

May 26,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
Re: ** *** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from Mr*** *** regarding the *** *** ***, ***,
(the “Vehicle”) that was purchased on or about October 25, at the CarMax
store located in Frederick, Maryland (“CarMax”). In this complaint Mr*** is requesting a
refund or a replacement vehicle
According to our records, Mr*** purchased the vehicle in
Maryland, but was residing in Florida.
Mr*** is responsible for registering and titling the vehicle
properly with the state of Florida. CarMax
sent out of state processing paperwork to Mr*** after the sale. CarMax attempted to contact Mr*** from
January 12, through April 2, to inform Mr*** that his lienholder,
Exeter, had not received proper titling information. CarMax provided two sets of temporary tags
for the Vehicle to give Mr*** more time to get the registration and title
taken care of. On or about March 4, 2015, CarMax Credit and
Collections department began working with Mr***.
As of May 22, 2015, CarMax is now in possession of this
vehicle and considers this complaint closed
CarMax appreciates the opportunity to respond to this
complaint.
Sincerely,
*** ***
Analyst, Customer Relations

October
*** ***, Operations Supervisor
"">Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
*** *** ***, VIN *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the above referenced Vehicle purchased from CarMax of Austin, Texas (“CarMax”), on December 2013. In his complaint, *** *** cites issues with the Vehicle following an impact with a concrete barrier, and states that his insurance carrier has advised him of frame damage to the Vehicle that preceded his purchase. He further cites issues with aligning the Vehicle and requests that CarMax take return of the Vehicle and further compensate him through refunds of deductibles paid and time lost
It is CarMax’s understanding that at the time of the impact, extensive damage was incurred to the suspension and steering components on the front passenger side of the Vehicle. *** *** insurance carrier paid for repairs to be completed through a body shop. When the employees at the body shop were unable to align the Vehicle satisfactorily, *** *** states that he was advised that the Vehicle had evidence of previous repairs and frame damage. Additionally, he advised that his insurance carrier had declined to participate further in any repairs
According to CarMax’s records, *** *** had his Vehicle serviced at CarMax prior to the impact, and never reported an issue with the alignment. Additionally, CarMax records do not indicate that any repairs related to an impact or frame damage were ever performed at CarMax, before or after the sale of the Vehicle. In the interest of customer service, CarMax management requested an opportunity to inspect the Vehicle for the alleged frame damage. On September, 2014, the Vehicle was inspected, and no evidence was found of any frame damage. All welds appeared to be original welds from the factory. Further, while no attempt was made to realign the Vehicle on this visit, it was inspected on an alignment rack and found to be out of adjustment on the front passenger side in the area where it was damaged in the impact with the concrete barrier
CarMax management offered to contact *** *** insurance carrier on his behalf to explain the findings. *** *** declined this offer. CarMax also appraised the Vehicle at *** *** request six days later, on September 2014. *** *** elected not to sell the Vehicle at that time
It is CarMax’s position that the damage incurred to the Vehicle during the impact is the cause of the persistent alignment issues. CarMax has no record of frame repairs of any kind, nor is there a report of impact or frame damage on either a *** or *** vehicle history report. While CarMax declines *** *** request settlement as set forth in his complaint, CarMax’s offers to contact *** *** insurance company and/or to purchase the Vehicle for the appraised amount still remain
If you have any questions regarding this matter, please do not hesitate to contact me directly at *** *** extension ***
Sincerely,
*** ***
CarMax Customer Relations

[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

September 21, *** *** Operations Supervisor
Moorefield Park Drive, Suite Richmond, Virginia Re: Ms*** ***
Complaint ID
***
*** ***, VIN *** (the “Vehicle”)
Dear Mrs***:
Thank you for forwarding the complaint dated August 25, 2016, regarding the Vehicle purchased from the CarMax store located in Woodbridge, VA (“CarMax”) on or about August 9, In the desired settlement, Ms*** requested for CarMax to pay her between $- $for the options listed, but not available on the VehicleSoon after purchase, Ms*** contacted CarMax to advise them that the Vehicle was not equipped with a rear sunshade or parking sensors, which were listed on the window sticker of the Vehicle at the time of purchase CarMax researched the build sheet for the Vehicle (from the manufacturer), and identified that neither of these features were assembled onto the Vehicle at the time of productionCarMax apologized for the oversight and assured Ms*** that the exclusion of these features did not affect the amount that she paid for the Vehicle In addition, CarMax also offered to find her a comparable *** *** with the above referenced features Ms*** declined this offer due to her strong interest in the Vehicle Therefore, as an added gesture of customer service, CarMax offered Ms*** $for the inconvenience of the situation Ms*** declined this offer as well Both options were made available to Ms*** for up to days after the purchase of the Vehicle However, CarMax was not contacted back by Ms*** until the receipt of this complaint.
Based on CarMax finding the above offers to be fair, CarMax is unwilling to provide her with the resolution that she seeks.
CarMax appreciates the opportunity to respond to this complaintPlease contact me at (804)747-extension *** with any questions you may haveSincerely,
Nekia W***
Analyst, Executive Response Team

"">*** *** *** ***
Revdex.com
*** *** *** ***
*** *** ***
RE: *** *** ***
*** *** *** *** *** *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle purchased from the CarMax of *** *** *** (“CarMax”) on August 17th, 2013. In his complaint, *** *** shares his frustrations with on-going transmission concerns, stating that his current concerns are related to repairs completed in September 2013, during the 30-Day Limited Repair Warranty. *** *** is requesting that CarMax pay for the current needed repairs and provide him alternate transportation while the Vehicle is being repaired
CarMax’s research shows that CarMax diagnosed and repaired a shifting concern within the 30-Day Limited Warranty. At that time the diagnosis determined that the needed repairs were not related to the transmission. This was confirmed by an outside repair facility that specializes in transmission repairs. Furthermore, the current failure codes displayed in the Vehicle’s computer are different from the codes displayed at the time of the previous repair. Based on this information, CarMax has determined that the needed repairs are not related to *** *** previous concerns addressed under the 30-Day Limited Warranty
In an effort to assist *** ***, CarMax has already offered a gesture of goodwill by agreeing to pay 50% of the current needed repairs. *** *** is invited to contact the *** *** at CarMax *** if he chooses to accept this offer
Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
***, CarMax

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have called and emailed Carmax and provided them the information they have requested numerous timesTo this date they have failed to respondI have provided proof that there salesperson Z texted me approval from the bank and have a witness *** *** ** *** *** that was also in the office.
Hello,
Please forward this to *** *** at *** *** ext*** Director of Finance again.
I have been trying to reach *** *** and my sales person Z for the last four daysI am currently under doctors care and it is hard for me to get to the phoneThe toll free number you listed in my application is incorrectAs I explained when I purchased the car on Sunday that we are subcontractors under *** securitySo they would not have our employees informationI tried to give you the correct number and you said what you had was okayI do have witnesses in regards to this matterPlease put the correct information in for employment verificationPhone: *** ***
Fax: *** ***
Also, you may contact him via email at *** for verificationWe are contracted under *** securityI am requesting they find financing as guaranteed as texted to me or Arbitration on this matter asap*** ***
Regards,
*** ***

November 3rd I financed a *** ***I have had nothing but problems with this carAbout a week and a half after buying it I had to have it towed in because it wouldn't startI'm making payments while my car sat at carmax for a month while they tried to figure out what was wrong with itI got to the point that I couldn't deal with the excuses the service department was giving me on why it was taking so long to get my car backAnd asked if they would just give me a different car, their response was it was over the days they give you to return the car well of course it has been over days because it's been sitting at carmax waiting to get fixed for a monthBut they did offer to give me a appraisal for the car I bought that was with them all this timeI turned it down and just wanted my car fixedI knew if they appraised my car they would say it was worth only or kAnd I paid over plus 27% interest rateWell my car has been towed in times for not starting and now sits stalled in my parking lot againAnd I'm being told that I have to pay towing , parts and labor and a test to figure out what is wrong with it plus my deductible for my carmax extended warrantyit makes no sense to meI have filed a lemon law claimAgainst carmaxDon't waste your money once you sign the paper work they treat you like a piece of dirtI'm a single mother of and this experience has drained me money wise and stress wiseI continue to contact Carmax with hopes of fixing all the issues or them taking the car back, but they never return my calls

*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, Va.
*** *** *** ***
*** *** ***
Thank you for forwarding the complaint received in your office from *** *** *** regarding the
*** *** *** *** (the “Vehicle”) that he had appraised at the CarMax store located in *** *** In this complaint, Mr*** is requesting to be reimbursed for the cost of repairs to get a new key that works for the ignition and the doorsThis complaint is a follfrom a previous complaint that Mr*** filed
Since the date of the current complaint, CarMax has offered to pay for the repairs to be completed at a local *** dealershipMr*** has provided CarMax with the total amount for the cost of the repairCarMax is currently issuing a check to be sent to Mr*** to pay for the repairs
CarMax appreciates the opportunity to respond to this complaintPlease feel free to call me at
*** extension ***, if you have any questions
Sincerely,
*** ***
*** *** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
carmax has way over priced the vehicle and has offered no assistance in trading it in without lots of money down because of the negative equityNOBODY will refinance the vehicle because of the negative equity, and I have asked tons of banks/finance companiesi do not want this vehicle because of the negative equity and the fact that it has been in the shop at least times since I have owned itit is a lemon and way over priced!

April 21,
*** ***
0.0001pt;">Revdex.com
Moorefield Park Drive Suite
Richmond, VA
Re: MRS*** ***
Dear Mrs***,
Thank you for forwarding the complaint received in
your office from Mrs*** *** regarding the *** *** ***,
*** (the “Vehicle”) that was transferred on or about March 13,
to the CarMax store located in Tampa, Florida (“CarMax”). In this complaint, Mrs*** is requesting a
reimbursement of the $transfer fee
The Vehicle was transferred from Columbus, Georgia and
arrived within the projected two week time frame on or about March 25,
2015. Upon arrival, the Vehicle’s mirror
was damaged by CarMax’s car wash and repaired on or about March 26,
CarMax is offering to refund the transfer fee to Mrs***
to resolve the settlement request as requested in the complaint. A refund check is being processed and Mrs
*** should receive in the next 7-business days
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations

July 19th, 2016*** *** *** ***Revdex.comMoorefield Park Drive, Suite 300Richmond, VA 23236RE: *** *** *** *** *** *** *** ***Dear Mrs***,
Thank you for forwarding the complaint received in your office from Ms*** regarding her purchase of the Vehicle from CarMax of Kansas City, MO (“CarMax”) on September 9th, In her complaint, Ms*** requested that CarMax reimburse her the amount that she paid for general service work after discovering additional repair concerns after this visitMs*** also requested that CarMax pay for the additional service concerns repaired by the two service locations listed in her complaint. In an effort of customer service, CarMax reimbursed Ms*** on July 13th, 2016, in the amount of approximately $for her previous visit, the full amount of all monies spent during her visitCarMax did not have the opportunity to diagnose any of these repair concerns prior to these being completed elsewhere; however CarMax did offer to diagnose those concerns on the Vehicle at no charge to Ms***CurrentlyCarMax will not be participating in any payment of repair costs without performing additional diagnosis. If Ms*** has any additional questions, she is welcomed to contact me at ***, ext***.Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D***
*** *** *** ***

October 6,
*** *** ***
***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
*** *** *** *** *** *** ***
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Mr*** regarding
his purchase of the Vehicle from CarMax of Winston-Salem, NC (“CarMax”) on February
12th,
A
review of CarMax’s records indicates Mr*** brought the Vehicle to CarMax
on September 10th, 2015, with a concern of erratic transmission
shiftingCarMax was unable to duplicate the transmission concern at the time
of diagnosis; however, a transmission related computer code was foundAs a
result, CarMax referred Mr*** to *** as the Vehicle was still covered
under the manufacturer’s powertrain warrantyNo code was reset by CarMax at
that time
CarMax
would be happy to diagnose any present repair concerns on the VehicleIf Mr
*** would like to sell the Vehicle, CarMax will gladly complete an
appraisal offer at any timeCarMax declines to take return of the Vehicle
In the event Mr***
has any further questions, he may contact me directly at *** *** ***
Thank you for providing
CarMax the opportunity to respond to this matter
Sincerely,
*** ***
*** *** *** ***

[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** I was told by carmax prior to buying the *** *** *** that it was paid off I was told by a carmax rep from store location the car was sold from also I have proof I had possession of the vehicle months before the registered owner is said to have notified carmaxCarmax financing is stating that it is my fault for not checking the status of the title but I was actually told from carmax that it was paid off prior to my buying this vehicle the carmax rep said she was looking in there system and in the Texas dmv otherwise I would not have purchased this vehicleThis was a mistake on their end which miss lead me to purchase this vehicleI have dmv vin verification, shop receipts along with many other documents stating I had this vehicle long before anything was reportedCarmax states the registered owner said a girl took off in it and never came backWhy was there no report made I have had this car for about eight months why was the police report mad this month after filling a complaint with Revdex.com? This seems to me that carmax is just trying to cover yourself instead of admitting to making a mistake and doing good businessPlease don't let this go unnoticed the time frame in which they say these reports where made does not match up to the actual documents that I have along with a witness that heard the call to carmax staying this vehicle was paid offI do not accept their three hundred dollar offer because the misleading information provided by carmax has now made us both partners in this vehicleAlong with being civilly harassed and degraded from other carmax reps