CarMax , Inc.

Review: This complaint has multiple areas of fault for Car Max, but I was unable to select more than one category on your web site: Selling of faulty vehicles, unethical business practices (i.e. reporting damaged done to vehicles, puroposely delaying closure of a loan, by not returning phone calls) & poor customer service with the results being a negative impact to my credit rating, causing me sleeplessness, stress and anxiety, because now I am not able to qualify for funds to complete necessary repairs on my home, which I was in the process of completing, meaning I have to wait another year. In May of 2013 I traded in a [redacted] for a [redacted] - there was a negative equity with the [redacted] trade-in which was rolled up into my new loan for the [redacted] through [redacted]. Within the first few weeks of having the [redacted], there were multiple problems found (front end alignment off, electronic mirror did not work, towing system rusted and did not connect to trailer lights). Car Max agreed with my findings and repaired all items, but the alignment was worked on three times and continued to be a problem and never was able to be fixed. Concerns about the truck, caused me to request a return for another vehicle, Car Max obliged. They did not have another [redacted] pickup that I wanted and I was without a vehicle, so I purchased a [redacted] with a second new loan through Car Max, then transferred over to [redacted] for a lower interest rate. I requested the 125 point inspection report Car Max advertises, and they were never able to produce the report. Within the first two weeks of having the [redacted], there were problems noted, specifically the computer system and alignment. I took the [redacted] in for repairs during the week of July 20th. Car Max agreed with my finings and began the repairs. During the servicing of the truck, a Car Max employee ran into a pole and damaged the right rear panel. I requested to trade the [redacted] truck in since it had now been damaged and would have an accident on its record. I requested a report on the accident and a value of the damage and repairs from their insurance company. They did not report the accident to their insurance company. In fact, it wasn't until I requested several times for the report, that the insurance company finally contacted me and told me Car Max had not reported as they should have. This was approximatley two weeks after the accident. When I went back to Car Max to close out the loan and pay [redacted] off for the [redacted], Car Max said I owed them for the negaitve equity from the original trade-in of the [redacted]. I said that was all part of the loan, and should be in the loan amount. I was still willing to purchase a truck from Car Max, but they did not have addional [redacted]s on the lot (the year/style I was looking for). They had one in [redacted], but it would take ten days to transfer up to [redacted]. I needed a vehicle and found the identical truck that Car Max had in [redacted] through a private party for $6,000 less than Car Max's asking price. I purchased the truck with another loan through [redacted], now two loans I had out until the [redacted] was paid off by Car Max as part of the return of the [redacted] and its accident by Car Max. I went back to Car Max to complete the [redacted] return, and ensure the pay off to [redacted]. Car Max refused to pay off the loan until I gave them payment for the negative equity from the original trade-in from my [redacted]. I said that was part of the loan and should have been included, but no one really seemed to know. [redacted], the [redacted] involved on my vehicle services said he would look into the matter and said since I had purchased an extended warranty through Car Max, he would deduct that amount $2,500 from the negative equity, decreasing the amount I may owe and get back to me on the completion of the loan. [redacted] got back to me and said the negative equity was not in the loan and I would have to pay it prior to them closing the loan. I had no way of paying, that is why I put the negative equity amount in the original loan, and had transferred that amount between the [redacted] and [redacted]. [redacted] suggested [redacted] loan be increased to include this amount, but after checking with them, the answer was no.[redacted] said they could not take payments and I would have to pay before they would close the loan. I reiterated the only way I can pay is through monthly payments. He continued to refuse that option. I contacted the corporate office Public Relations for Car Max in [redacted] and when I shared all that I had been through with Car Max in [redacted], the representative was very apologetic and said someone would get back to me right away. After many phone calls to Car Max headquaters and the [redacted] Car Max, I was getting the run around with [redacted] not returning my calls, headquaters stating I had to work with the local store, and getting mixed messages from headquarters. They told me they cannot override the local store's decision, yet I wasn't hearing back from the local store. This went on for a couple of weeks, with Car Max holding me fiancially hostage to this negative equity and with them changing [redacted]'s decision of the amount I owed from $2,500 back up to the origianal amount of approximately $4,600. Originally I was told they could not override the local store's decision, but now they were, which was another negative to me. This seemed to go sour very fast when the corporate store learned I purchased a vehicle from a private party not Car Max. One of the last conversations I had with Car Max's Corporate Public Relations department was when I said, you are holding me financially hostage. I put the negative equity in the original loan because I did not have the cash to pay, and you are telling me you do not accept payments (yet they do for purchases), and I cannot get another loan because of having two loans already with the [redacted] and the private party vehicle I purchased. During these two months time, I received a letter from the Credit Bureau that my credit rating had been decreased due to my debt to income ratio with these multiple loans. On top of all this, I just received a letter from the [redacted] that the use of my vehicle ([redacted]) has been suspended because of not paying the registration. I traded that in with Car Max back in May. Why is it still in my name???? With all of this said, I have been in 4 months of a nightmare with Car Max, who sold me fautly vehicles, not inspected as they advertise. They did not report the accident on one of the vehicles from their insurance and only reported it when I requested the report from the insurance company - who admitted Car Max did not handle it right. Completely made my life miserable taking time from my job in chasing people down to close the loan on the [redacted] to the point my credit rating has been damaged creating more financial difficulties in my life and with my home. I have never been treated so poorly as I have at Car Max.Desired Settlement: Car Max waives the negative equity amount from me for the [redacted] trade-in. Car Max closes the registration/ownership on the [redacted] and sends [redacted] a letter to have the vehicle taken out of my name - how is that possible when they took in in May???? Car Max writes a letter on my behalf to the Credit Bureau owning that they delayed the pay off of the [redacted] loan through [redacted], and any negative impact on my credit score and history be overturned. Car Max pays all repiars and serrvice co-pays on the extended warranty for my current [redacted]. Car Max pays me $125,000 in damages for the stress, & anxiety I have experienced since May of 2013, specifically with the loss of my credit rating and lowering of my score.

Business

Response:

November 11, 2013

Via Electronic Mail

Re: [redacted]
Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted]. On May 24, 2013 [redacted] sold a [redacted], VIN [redacted] (the “[redacted]”) and purchased a [redacted] (the “[redacted]”), the [redacted] was later returned on June 22, 2013. On June 22, 2013 [redacted] purchase a [redacted], VIN [redacted] (the “[redacted]”) from CarMax in [redacted]. According to the complaint [redacted] feels she should receive the following: the negative equity for the [redacted] paid in full, update [redacted] on the sale of the [redacted], write a letter to Credit Bureau on her behalf remove any negative impact to her credit, pay for any repairs or service for [redacted] truck and finally pay her $125,000 for damages and stress.

On May 24, 2013 [redacted] came to the CarMax in [redacted] to sell the [redacted] and purchase the [redacted]. CarMax purchased the [redacted] for [redacted] leaving [redacted] in negative equity which was added to the purchase of the [redacted]. Due to mechanical issues the [redacted] was returned on June 22, 2013 and the negative equity from the [redacted] was transferred to the purchase of the [redacted].

[redacted] brought the [redacted] in for repairs the week of July 20, 2013. During the time that the [redacted] was in the service department it was damaged. The service department contacted [redacted] to let her know of the damage and gave her the options to either have CarMax repair the [redacted] or file through the insurance company; she agreed to have CarMax fix the [redacted]. [redacted] later decided that she no longer wanted the [redacted] and requested a full return of the [redacted]. She also stated that she wanted the negative equity from the [redacted] to be paid. [redacted] was told in order to do the return of the [redacted] that she would have to pay the negative equity of $[redacted] for the [redacted]. [redacted] told the store that she had already purchased a [redacted] truck from another dealer and didn’t have the funds to pay the negative equity and no longer needed another vehicle.

[redacted] asked if she could make payments for the negative equity. On August 19, 2013 [redacted] was told that the store was able to arrange to let her make payments for the negative equity and that she would be contacted to set up payment arrangements. [redacted] went to store on August 21, 2013 to complete the return of the [redacted].

[redacted] can release her liability with the [redacted] either online or by going to the [redacted] to inform the [redacted] that she is no longer the owner of the vehicle. The delay in the payoff of the [redacted] was due to [redacted] delay in making arrangements to repay the negative equity. CarMax declines any additional relief.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted].

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.

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

Regards,

[redacted] called this morning and stated after following up with [redacted] as requested by Carmax she was told that the legal owner of the car is Carmax but the car is still registered in her name. She was also told that since the car is owned by Carmax they would be the party responsible for switching the name on the registration not the customer who no longer has the vehicle.

Business

Response:

January 2, 2014

Via Electronic Mail

Revdex.com

Re: [redacted]

Dear [redacted]:

[redacted] can release her liability with the [redacted] by going online at [redacted] will need to choose “online services” at the top of the page. If [redacted] needs further assistance she can contact [redacted] at the [redacted] CarMax at [redacted] ext. [redacted].

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext [redacted]

Sincerely,

Customer Relations Analyst

Review: Since I bought the car in 8/26/2012 Carmax said that they make sure that everything in the car is working and that it is good to go. It was not true because that same day I received the car the low tire light was on. I told them about it they said that I needed to drive it for the light to turn off because it had not been used for a while, it did not. I was having a hard time contacting the service people I was put on hold or told that they would call me back to make an appointment. Before my 30 days warranty was over I finally took the car because I had an appointment, I told them about all the problems it was having and I was treated poorly. I was told by the service people that they fixed everything. In less than a month the problems came back I had to do an oil change, change the tires, change the windshield wipers front and back, and replace timing cover gasket and oil pan gasket because it was leaking oil. It made me mad that I had to put money in to it to fix the same problems in less then a month when they specify that the vehicle has passed the rigorous CarMax 125- point quality inspection. Another thing when I was sold this car I was not told about the extended service plan. I was told I was going to be able to refinance the car in a year, turns out I can't because that [redacted] does not refinance. I feel I was taken advantage of especially because I am young and a first time buyer. I waited till now to tell you guys because I did not know what to do until now. I was informed about this company by a different dealer. I went to them because I needed someone to explain my contract to me in detail because Carmax did not. I just really need help with this problem please.Desired Settlement: I would like a billing adjustment and a full repair or a refund.

Business

Response:

January 13, 2014

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated December 18, 2013, wherein you forwarded a complaint from [redacted]. [redacted] requested that CarMax adjust her bill and fully repair her vehicle or issue her a full refund.

[redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax store located in Burbank, California (“CarMax”) on or about August 26, 2012.

CarMax’s records indicate that [redacted] came in on or about September 28, 2012 to address multiple concerns with her Vehicle including an issue with the tire pressure light. CarMax diagnosed her concerns and made the necessary repairs.

[redacted] mentioned in her complaint that shortly after her initial visit, her Vehicle had to be brought back for service to address the same concerns that took place on September 28, 2012. However, CarMax does not have any service records for this complaint.

[redacted] did not give CarMax the opportunity to diagnose her Vehicle, therefore CarMax is declining [redacted]’* reimbursement request at this time.

CarMax encourages [redacted] to fax in the Vehicle’s service records to the service department in order to review the repair orders for repair work completed by CarMax on September 28, 2012. [redacted] will have 30 days from the receipt of this letter to fax the required documentation to [redacted].

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced.

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

Sincerely,

Review: In March of 2012 - I purchased a [redacted] with a little over 115,000 miles. I basically was approved online/telephone so when I in to purchase the truck everything was ready to go. My sales lady mentioned to me that she added a vehicle warranty on the truck for 72 months or 150,000 miles. I was told that it was plus 150,000 mile from the odometer reading of 115,000. So now fast forward to 2013, I called in December/January to inquire about the GAP coverage refund and while I was on the phone with the sales manager iquired about the warranty on the vechicle and once again I was told that it was plus 150,000 from odometer reading at the time of purchase. I distinctively asked him for a second time in which I asked is the warranty good to 150000 miles or 150,000 above the miles at the time of purchase. Ok so now (2/7/2014) my engine light is on and I currently have 159,000 miles - so I called the [redacted] Carmax to inquire about the MaxCare warranty( I never received a warranty card from them)and I was told my warranty had expired. So I spoke with a sales [redacted] named [redacted] and he tried to tell me that it was 72 months or 150,000 miles on the odometer which ever came first. Now I'm no dummy but they are basically saying that I paid 1999.00 for a warranty that lasted 35,000 miles left before the vehicle reached 150,000. Well this it the second car AND the very LAST car I will ever purchased from car max - not only was I overcharged for the vehicle so Im upside down,@159,000 mile I have no warranty (so they say) and also a have a check engine light on. I havent had the car 2 years and I put almost 45,000 miles on my car...

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my warranty extended to the miles I was told or I want a partial refund for the warranty that I NEVER used.

Business

Response:

February 21, 2014

720 Moorefield Park Drive, Suite 300

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated February 7, 2014, wherein you forwarded a complaint from [redacted]. [redacted] requested in the desired settlement for CarMax to either issue her a partial refund or extend the mileage on her Extended Service Plan.

[redacted] purchased a [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about March 1, 2012. [redacted] called CarMax to inquire about the Extended Service Plan on her Vehicle. CarMax reviewed [redacted] contract with her and advised her that according to the signed paperwork, CarMax’s Extended Service Plan states the following:

· This Service Contract begins on the Purchase Date (See Key Terms) and at the Current Odometer Reading stated in Section 1 of the Information Schedule. This Service Contact ends when the Months [72] from the Purchase Date is reached or when the Expiration Miles [150,000] are registered on the odometer, whichever occurs first.

This contract was signed and dated by [redacted] on or about February 29, 2012.

Due to [redacted] being made fully aware of the terms and conditions of her Extended Service Plan prior to purchase, CarMax is declining [redacted] request for reimbursement. Furthermore, CarMax is not able to extend the mileage on the Extended Service Plan.

CarMax appreciates the opportunity to respond to this complaint and apologizes for any inconvenience [redacted] may have experienced.

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

Sincerely,

[redacted] Executive Response Team

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.

Complaint still stands and I will NEVER purchase from there again. Also if and when I called it was about my [redacted] that I had purchased from them previously not the truck that I just purchased.

Regards,

Review: I bought a [redacted] that has been in the shop 8 times in 2 years. THATS ALL I NEED TO SAY!! FORGOT TO PUT BOLTS ON AN UNDERCARRIAGE IM STUCK ON SIDE OF ROAD, MY ENGINE OVER HEATS, MY RESTRAINT SYSTEM HAS GONE WRONG, MY TAIL LIGHTS HAVE BEEN REPLACED, MY BRACKE ON MY WINDOW BROKE, IGNITION COILS, SELINOID VALVES, HMMM WHAT ELSE... MY CRANK VALVE SHAFT SENSOR,Desired Settlement: I want a new car or a good credit towards a new car !!!!!!! [redacted] HAS MESSED MY CAR UP REPEATEDLY

Business

Response:

April 28, 2014

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: 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: Many issues with this dealer. I purchased a [redacted] in January 2014, a few months after the purchase the vehicle registration expired. The dealer is unwilling to correct the registration issue and now I have to pay the DMV to renew the registration. I was told by the dealer that I should have read my paperwork more thoroughly and noticed that they were only including transfer fees in my contract.

The next issue I had is the next day after I purchased the car, it had some engine problems, AC problems, and suspension noise problems. I scheduled an appointment and had the vehicle diagnosed. Several days later the parts arrived and I took my car in to have them replaced. It took them 14 days to get the car back to me. Upon receiving my car I noticed it still had several concerns including the original engine concerns.

To make a long story a bit shorter, since I purchased the vehicle in January, carmax has had my vehicle in service for the same concerns for a total of 31 days. They still cannot fix my car. I have attempted to utilize the 5 day guarantee and return the vehicle but I was told since it was in service they had to wait for the vehicle to be repaired. After which time, the vehicle was still not repaired and the 5 days had passed. Within the 30 carmax warranty, the car had been in for service a total of 14 days. Now almost 9 months after the purchase, I am still having trouble with this vehicle and carmax refuses to assist with the original 5 day return guarantee. They are claiming there is no record of me requesting a return within the 5 day period. The repair records show I had the vehicle in for a laundry list of repairs only a day after purchase.Desired Settlement: At this point, now that so much time has gone by, I would like carmax to return my down payment, and all payments made by me to the bank for this vehicle loan. When this first occurred I was simply seeking a exchange to another vehicle with the same price range.

Business

Response:

[redacted]

Review: I purchased a [redacted] on April 9,2013. On 01/14/2014 I stated that the vehicle does not blow hot air. they said I needed a AC/ Heater core .

On 01/23/14 they flush cooling system, found heater core I partially plugged causing poor heat. Did not clear heater core need to replace not cover under warranty.

On 11/06/2014 I stated that the car was not charging. They said I needed a alternator.

On 01/07/15 I stated that the ETC light is coming on. They said internal motor failure in throttle body. Also leaking thermostat housing.

and now I need rear brakes and rotors and spark plugs.Desired Settlement: I believe this car is a lemon I would like an exchange.

Business

Response:

February 10, 2015

Review: Car I sold : [redacted] LicPlate#[redacted] vin# [redacted] There are two issues number one the car I sold to CARMAX they didn't release the liability as promised in the contract so I received five tickets under my name for the car I sold to them. And I had to go to the DMV by myself and they accepted it but they told me it's Carmax is at fault.

Number two the tires on the car that I bought from Carmax were at 2/32 when I bought it and they just barely match the standard of their meter/ gauge. And they don't want to change them for me even though they said they can fix it for $100 and after I accepted to pay $100 they never called me back!Location: Duarte CA Make: Model: Owner/Co-Ownder? Desired Settlement: They didn't put the license plate# and they didn't release the liability on the car I sold them, and I want that them to fix this problem for me with the DMV and make sure it's completely taken care of so I don't get more tickets and so I don't have liability problems!!!

I want an apology letter on this as to why they mishandled the paperwork on this. it seems very unprofessional from them.

For the tires issue, I tried many times to remedy the situation with the sales person, the service manager Manny, and even called into corporate and nobody wanted to help me with this so I want to reported to the Revdex.com so that this matter is known that Carmax sells cars with tires thar are just AT the 2/32nd mark and I'm not satisfied with that.

The settlement on the tires is that they fix them or pay me $100.

Business

Response:

May

19, 2015

Via Electronic Mail

[redacted], Operations Team

Leader

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

writing in response to your letter which forwarded the complaint of [redacted]. On January 30, 2015, Ms. [redacted]

purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax

of Duarte, CA. In her complaint, Ms. [redacted]

is requesting CarMax correct the DMV release of liability and replace two tires

or pay her $100.

Ms.

[redacted] sold the Vehicle to CarMax on 1/30/15.

CarMax sent the Release of Liability to the DMV in Sacramento, CA. DMV processed the request by 2/10/15 to

reflect that CarMax had purchased the Vehicle.

Ms. [redacted] can contact CarMax of Duarte to assist with the tickets that

she received after the sale of her vehicle.

On

2/9/15 Ms. [redacted] brought the Vehicle to CarMax for hub cap installation. At that time Ms. [redacted] stated that two tires

were not safe and needed replacement.

CarMax inspected the tires and informed Ms. [redacted] that the tire tread

measured twice the state’s discard requirement.

As goodwill gesture CarMax offered to sell Ms. [redacted] tires at our cost

of $50.00 for each tire. Ms. [redacted]

declined that offer.

CarMax

declines Ms. [redacted]’s request as set forth in her complaint. CarMax appreciates the opportunity to

respond to this complaint. The offer for the tires at cost is still available. If you have any questions, please call me at

(800)519-1511, ext 4210.

Sincerely,

Customer Relations Analyst

Review: Called in and needed a large down payment. They asked if I had a cosigner, which out of state I do. They ran everything, and everything was fine. They were going to [redacted] all paperwork to him. Well, suddenly, that seems to be a problem. The cosigner now NEEDS to come to the dealership in person. That cannot happen. I explained that I would just take the car on my own, with the high down payment. Now they say they cannot because it is voiding the approval. What the [redacted]???Location: Make: Model: Owner/Co-Ownder? NoDesired Settlement: Have people know what they are doing.

Business

Response:

August 5, 2015[redacted]720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236[redacted]

[redacted]I am writing you in response to your letter dated July 28, 2015, wherein you forwarded a complaint from Mr. [redacted] regarding his interest in purchasing a vehicle from the CarMax store located in [redacted], [redacted] (“CarMax”).CarMax maintains the right not to do business with Mr. [redacted]. This decision could be related to his recent interaction with CarMax or information that Mr. [redacted] may have provided to CarMax during a previous transaction. No further information is available. This is a final decision that is applicable at all CarMax locations.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,

[redacted]

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 have never done anything wrong with Carmax. This is unacceptable.

Regards,

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: 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:

Review: I went into this Carmax 2353 Gallatin Pike N, Madison, TN 37115

I went into CAR-MAX locally to trade up my brand new car. Within 2 weeks,They had my $6000 down payment And my brand new car(100 miles.) They made me sign a lot of papers that I did not understand , I am not a lawyer. they had this and I had NOTHING. they said You could buy something and get your money back if it was within 5 Days. well, it was and they did NOT give me the requested money back! I want my $6000 back! And, I want my car back!!Location: Make: Model: Owner/Co-Ownder? Desired Settlement: I went into CAR-MAX locally to trade up my brand new car. Within 2 weeks,They had my $6000 down payment And my brand new car(100 miles.) They made me sign a lot of papers that I did not understand , I am not a lawyer. they had this and I had NOTHING. they said You could buy something and get your money back if it was within 5 Days. well, it was and they did NOT give me the requested money back! I want my $6000 back! And, I want my car back!!

Business

Response:

April 11, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. [redacted]

Complaint ID: [redacted]

2015 [redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated March 30, 2016 regarding

the Vehicle initially purchased from the CarMax store located in Madison,

Tennessee (“CarMax”) on or about February 27, 2016.

In her complaint, Ms. [redacted] describes concerns regarding the

processing of the return of the Vehicle, and requests that CarMax refund her

$6,000, as well as return the vehicle CarMax purchased from her, a 2015 Nissan

Versa Note.

CarMax’s records state that Ms. [redacted] first purchased the

Vehicle and sold her Versa Note on or about February 27, 2016. Records indicate

that Ms. [redacted] elected to return the Vehicle on or about March 2, 2016, at

which point CarMax was able speak with her finance company to allow an

exception and cancel her payoff, returning the Versa Note to her possession.

Ms. [redacted] decided to again sell her Versa Note to CarMax, and purchase the

Vehicle a second time, on or about March 4, 2016. CarMax’s records show that

Ms. [redacted] decided to return the Vehicle a second time, on or about March 9,

2016, and also requested to receive her Versa Note at this point. At the time

of the second return, CarMax’s sales managers connected with the finance

company again to request an additional stop of the payoff for her Versa Note.

This second request was declined by the finance company.

A payment of or about $5,908.21 was made by Ms. [redacted] for the

purchase of the Vehicle as required by the finance company to cover the

negative equity on her vehicle loan for the Versa Note. Because the finance

company is unwilling to reinstate the Ms. [redacted]’s loan a second time, CarMax

is unable to refund the funds provided by Ms. [redacted], as the payment has

already been remitted to the finance company. CarMax is also unable to return

Ms. [redacted]’s Versa Note because of the decision by the finance company. Ms.

[redacted] is encouraged to reconnect with a member of the management team at

CarMax Rivergate by calling 615-855-2202 regarding any additional questions

about this concern.

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, Executive Response Team

Consumer

Response:

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

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

Regards,

I bought a car a CarMax I am a female who does not have a lot of time since I travel and I am very busy. Within 10 months not even I go to the oil change place and they tell me my tires are at dangerous levels in the front but the back are fine. I went into the dealership on the weekend (only time I am available) and I was told that as long as they measure a 4 they are within safety limits. The back tires register a 9. Being a female I hate car dealerships they are always trying to pull one over to begin with but there is no way they did not realize the large difference in the tires. I would think that is something that should be disclosed.

Review: First off, the car I was sold had the check engine light come on the very first day I bought it. I dropped if off at the service center 4 days later in [redacted], at the time I had a stroller, carseat, 1 pair of perscription sunglasses and a CD in the car. As I thought they would be able to fix my brand new car which they sold me I left the car seat stroller in the car, I forgot that the sunglasses were in there and left. The next day I realized that I had left the sunglasses and when I called to check on my car I spoke to [redacted] at the service Department to have him make sure the glasses would not be taken or to have them put in a manager office as these were expensive perscription glasses. 2 days went by and they were still unable to fix my car so I decided to return the car and get my full refund. I work full time and was not able to come get my other belongings out of the car until today almost 5 days after returning the car but I spoke to [redacted] a sales manager and explained this and was told my belonging were in a business office. Today before I went to pick up the items I was called to make sure I was still coming and I said yes and wanted to make sure they had all my items...they said they had a stroller carseat and cd...I asked about my glasses and they said they did not have them.. I asked them to please check the car again and to speak with [redacted], the woman who I spoke with told me I must have lost them myself and she would have [redacted] call me about this... I explained that I called several days ago about this and was promised the glasses were safe and now I am being blamed for someone from Carmax stealing my glasses. I have tried calling twice to speak with [redacted] and he has to return my messages. I will also be filing a police report about this theft but am disgusted with this company. They allow their employees to steal from customers and then blame the customers....Desired Settlement: I would like my glasses replaced or at least the cost of glasses refunded and an apology from a corporate manager to know this problem will not happen to anyone else.

Business

Response:

January 23, 2015

Review: My husband and I purchased a car a few weeks ago from the CarMax location in Parker, CO. Nate was our sales person. Our first initial trip to look for a new car was decent, we were helped by Spencer. He is the one who eventually found our new car and sent us the information. Our next trip to CarMax to purchase the car was a lot different. We were there all day trying to figure out the paperwork and it seemed like their sales staff and business center did not want to try and make the process any easier. We finally left that night with the new car. The frustrations then seemed to worsen. We have since then been back to this CarMax on a weekly basis with some kind of issue with the car. We have had to bring it to the service center 3 times for issues and the 3rd time was because they did not solve the issue from the second time it was brought in. My husband has called not only the CarMax in Parker (and even spoke with Spencer), but also the main location in Virginia. He has called in 3 times in hopes of talking to someone who can remedy the situation and offer good customer service. Every time he called in he was told "I will have a manager call you." Not once has a manager contacted us about the issue. I personally am a manager in customer service and this is never something I would do to any customer. We are not frustrated with the product itself and overall really like the car. The customer service however, has been extremely disappointing and I would not recommend anyone to purchase their new car at CarMax for the sales experience and the customer service.Location: 18220 Ponderosa Dr, Parker, CO 80134Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would hope that from this, the management of CarMax would take this seriously and use it to better the experience for other consumers. We would like our car completely fixed from any issue that should have been resolved in the inspection. We both work full time jobs and no longer wish to make weekly trips to CarMax, especially with no manager willing to remedy our dissatisfaction.

Business

Response:

February 16, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

2013 [redacted] (the “Vehicle”), VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated February 9, 2016 regarding

the Vehicle purchased from the CarMax store located in Parker, Colorado (“CarMax”)

on or about January 16, 2016.

In her complaint, Mrs. [redacted] describes frustrations with

purchasing the Vehicle, visits to the service center for mechanical concerns, and

a lack of follow-up by a member of the management team. In her letter, Mrs.

Lucero requests that the mechanical concerns with the Vehicle be addressed.

CarMax’s records indicate that the service department is currently

working with Mrs. [redacted] regarding the Vehicle. As of February 16, 2016 the

required parts have been ordered, and the newest concern will be addressed as

quickly as possible. The repairs will be completed at no cost to Mrs. [redacted] and

will be covered by the 30-day limited warranty. CarMax stands behind completed

mechanical repairs with a 6 month, 6,000 mile warranty. Mrs. [redacted] is

encouraged to continue working with the Parker location’s service department

about service concerns by calling 303-841-4275, option 4.

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 [redacted]

Analyst, Executive Response Team

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards,

Review: I've owned the car for approximately 90 days. At this point, the car has been in the shop for more than 55 days for various repairs. The total amount of time spent on repairs is something less than 48 hours, however the rest of the time has been spent waffling, blame-shifting, and other indecisive behaviors. I have a 25+ page document outlining the entire ordeal and will gladly submit it as part of this complaint.Location: 8800 Freestate Drive Laurel MD 20723Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Provide a warranty of the vehicle's power train that will permit me to take the car to competent and qualified technicians who are focused on resolving issues, not prolonging them.

Business

Response:

February

24, 2016

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted] 2012 [redacted] (“the Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

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

purchased from CarMax of Laurel, MD (“the Vehicle”). In his complaint, Mr. [redacted] states that his

vehicle has been in for repairs for 55 out of the 90 days he has owned the Vehicle. Mr. [redacted] requests a “power train warranty”

be provided on the Vehicle so he can take it elsewhere for service.

As of February 24, 2016, CarMax has

sublet the vehicle to Heritage Volkswagen for further diagnosis and

repairs. CarMax is covering the cost of

diagnosis and repair.

CarMax Customer Relations is in continual

communication with Mr. [redacted], and will work with him until all issues are

resolved.

If Mr. [redacted] has any additional

questions, he may contact me at 1-800-519-1511 ext. [redacted].

Sincerely,

Jennifer

Analyst,

CarMax Customer Relations

Consumer

Response:

Thank you for responding to my complaint. I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and would like to provide the following update:This morning marks 114 days of ownership, and 75 days in the shop. At this point, I have been in constant daily communications with both CarMax Corporate and their Laurel MD location. At this point, we've pretty much decided that the car is unrepairable and are giving up on it. CarMax is in the process of locating another car from their inventory as a replacement, and are processing a full return of the one listed in this complaint. With any luck, we'll be able to solve the situation, as we can't seem to fix the car. I would like to leave this case open until that final resolution has been reached, however. Regards,

Review: I purchased a 2009 [redacted] from Carmax at Garland location on 05/24/13. They advised that I had 30 days if I noticed anything wrong on the car they will fix on their dime. So I did notice the breaks were making noise. I took it to the Garland location to have that serviced. They came back and said the brakes are new and not making noise. I said okay they advise me the car will be ready for pick up that day. I work a hour away and I advised them of this. I advised the lady that called me to give me a call at least by 4 to confirm the car is ready so I can leave work early and make it to them before they closed. Well they call me at 5 pm and say I can pick up the keys in the business office if I am not able to make it in before 6 so I said okay. Well 10 minutes before closing they call and say oh well your passenger window does not go up and we have to keep your car and they will call me the next day to advise of the issue with it. She didn't offer me a loaner (from my understanding with the corp office if they keep the car overnight they have to give a loaner). I told her I needed the car since my wife uses it for work and she missed that day since the car was in the shop. We had never had issues with the window, my wife has been rolling the windows down since day one and never had a problem. Even when she dropped of the car she pulled in windows down and brought them back up before she turned the car in. (that issue should be fixed today) However the bigger issue is my breaks are still making noise and everything having to do with the breaks are rusted and there is break dust all over my rims. Every time it rains they get all ugly and rusted. The car I have is older and never has had that happened.Desired Settlement: I want the rotors and pads replaced on all 4 wheels with good ones not something that will rust the first time it rains or squeak because they are trying to save couple bucks. Which seems to be the pattern with them. (friend also having issues with them) There are other parts connected to the wheels and brakes that is rusted as well. I want that replaced also.

Business

Response:

July 26, 2013

Review: I purchased a car from CarMax in feb 2013. CarMax failed to provide me with an inspection of the drive train when I purchased the vehicle. I took the vehicle in for service on March 5, 2013. I was told by CarMax that the car has major internal engine failure and multiple leaks. Iv been given 6 loaner cars from CarMax all which have had problems. I have been making car payments and insurance payments on this vehicle every month even though I have not been able to drive it. I was told on June 5, 2013 my car was fixed and to come pick it up. I picked up the car on June 12, 2013 and told the service manager I did not feel comfortable with the car. He said the car is fine. On June 13, 2013 I drove 10 miles to work. The check engine light came on and the oil light came on. The car was making a high pitch squealing noise and clunking from under the car, it wasnt shifting or going over 40mph. I called CarMax and told them Im bringing it in. I brought the car in and the service manager asked to go on a test drive with me. He turns the car on and sees the check engine light and oil light. he gets out of the car and opens the hood. He checks the dip stick.. He closes the hood and we go for a drive. He gets to the stop sign in the CarMax parking lot and when he accelerated he heard the clunking. He says "sounds like we lost something" then he said "Im not going to take it any further and He drives it back to the service bay. He asks me to sit down in his office with the service manager and he says someone will call me by the end of the day to let me know what they are going to do. I ask if they are going to give me a loaner car and he says "no your car should be safe to drive to and from work". So I ask who to call when the car breaks down and he said to call the service desk. I have 2 small children and I live in [redacted] where it is extremely hot outside and he told me this car is safe to drive!! I get in the car and drive a few miles down the road. I take it back and tell them I don't feel safe and ImDesired Settlement: I was only been able to drive my vehicle for 3 weeks. I have made 3 payments a car I have not been able to drive. I feel that CarMax should reimburse me the money I've paid for the car payments that I made since they sold me a car with major internal engine failure and have yet to fix the car.I also feel like car max should call the finance company and explain to them the situation with the car so that my payments could be put on hold until the car is finished and safe to drive

Business

Response:

August 2, 2013

Review: I bought a [redacted] (VIN: [redacted]) on 09-23-2012 from Carmax located at [redacted], [redacted]. The sale person, [redacted], offered me a Maxcare Extended Service Plan for the price of $1,299. At the time, she said that I was going to be able to cancel the Service Contract at any point of time. Additionally, she said that if I would cancel the Service Contract within 90 days of the purchase date, I was going to get a 100% refund of the Service Contract price. Thinking of buying a used vehicle which could be broke down at any time, I agreed to purchase the Service Contract. After 82 days, I decided that I didn’t need the Service Contract anymore because the vehicle has been running well. On 12/14/12, I went to the Customer Service Department to cancel the Service Contract. Shockingly, I got only $1,222 in refund. I told the Customer Service representative that I should get a 100% refund as was promised by [redacted]. The lady said it was a miscommunication between [redacted] and me because I would get the full refund only when I canceled the contract within 30 days (not 90 days) of the purchase date. She refused to refund me the full amount of $1,299. Two days later, I went back to Carmax to talk to [redacted]. After discussing with her manager, they agreed to refund me the remaining of $77. [redacted] walked me to the Customer Service Department and explained the situation to one of the representatives. She then told me to wait there and the representative would help me because she had to get back to her customer who has been waiting for her. Ten or fifteen minutes later, the representative stepped out and again, he turned me down for the reason that I canceled the contract after 30 days of the purchase date. I know that $77 is not a big amount; I won’t be any richer or poorer with $77. But what I want to say here are the reputation and the honesty. I came to Carmax because of its reputation. I had a friend who bought a [redacted] at Carmax. My brother also bought a [redacted] at Carmax. Both purchases occurred at the same location that I bought my vehicle. They both had positive comments about Carmax. However, my experience with Carmax was completely opposite with what they said. I had a feeling that Carmax tried to rip me off as much as it could. As a sale person, [redacted] had to explain the contract in full detail to the customer. She should not hide any information or mislead the customer. I felt like I was tricked into buying the Service Contract. I was so disappointed that the Customer Service didn’t help me at all. The only thing it had done was finding ways to avoid refunding $77 and it was very good at it.

Business

Response:

December 5, 2013

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated November 9, 2013, wherein you forwarded a complaint from[redacted]. [redacted] did not request a desired settlement in his letter.

[redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax store located [redacted],[redacted] (“CarMax”) on or about September 23, 2012.

According to [redacted], he was advised by his sales consultant that he would have 90 days from the date of purchase to remove his Extended Service Plan and receive a full refund in the amount of $1299.

[redacted] came in to CarMax on or about December 14, 2012 to cancel his Extended Service Plan and receive a full refund. However, [redacted] was told that he would only receive a prorated refund in the amount of $1222 because he requested a refund after 30 days.

According to the paperwork signed by [redacted] at the time of purchase, CarMax’s Service Contract states the following:

· If You cancel this Service Contract within thirty (30) days of the Purchase Date, a 100% refund of the Service Contract will be made.

· If You cancel this Service Contract within thirty-one (31) to ninety (90) days of the Purchase Date, and You have not incurred a claim, a 100% refund of the Service Contract Price will be made, less and administrative fee of $30. If you have incurred a claim, a pro rata refund of the Service Contract Price, based upon the greater of time or mileage used, will be made, less an administrative fee of $30.

As a gesture of goodwill, CarMax will reimburse [redacted] the difference of $77.

CarMax encourages [redacted] to contact [redacted] in the business office at [redacted] to work with her in receiving his refund.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced and at this time considers the gesture of goodwill the resolution to this complaint.

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

Sincerely,