CarMax , Inc.

Review: I purchased a [redacted] from Carmax-Independence on 10/16/13 with a quoted payment of $207/month. The initial sales process went smoothly and I was satisfied with my service and vehicle. At the time of purchase, I was under a lease with [redacted] for a [redacted]. I informed the Salesman that my lease was due in December and was interested in purchasing the [redacted] after I test drove the car. After all of the numbers were run, I was told that I had approximately $6,000 in equity which would be applied to a down payment for the [redacted]. As a first time purchaser of a vehicle, I entrusted in the salesman to provide accurate information and guide me through the process. I received a phone call on Wednesday, November 13th stating that the dealership made a huge mistake and I did not actually have equity in the [redacted] and that I would have to come back to the dealership to redo the deal. Initially I thought that I was not liable for the dealership's mistake since I already signed the contract for the [redacted]. I immediately went back to the dealership the next day and was told that I would have to return the [redacted] and redo the deal. The entire time I was unsure of the morality of the situation but taking the advice of the professionals, I went along with the transaction. I signed paperwork to return the [redacted], turned the [redacted] back into the [redacted] dealership and repurchased the [redacted] from Carmax. My new payment was quoted at $381/month which is a payment I would struggle to make. Although I resigned the paperwork, I felt as though I was misguided and that Carmax used this as a way to cover themselves from a loss.Desired Settlement: I would like to go back to the original signed deal for $207/month as signed on 10/16/13. Although I resigned the paperwork, I deserve the right to stick with my original deal since the mistake was on the dealership and not myself.

Business

Response:

November 22, 2013

Re: [redacted]

Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted].

On October 19, 2013 [redacted] sold to CarMax a [redacted], VIN [redacted] (The “Vehicle”) to CarMax. The [redacted] was under a lease with [redacted]. [redacted] was told she had approximately [redacted] in equity to be applied to a down payment. The purchase agreement clearly states this is an estimate and the purchaser will be responsible for payment to the lien holder.

[redacted] was called by CarMax on November 13, 2013 stating[redacted] said the estimate was wrong. The vehicle would need to be returned and new paper work signed to keep the [redacted]. [redacted] signed the new paper work and kept the [redacted]. CarMax does apologize for any inconvenience to [redacted]

Please contact me at[redacted] extension [redacted] with any questions you may have. Thank you for providing CarMax an opportunity to respond.

Sincerely,

Review: Purchased a [redacted] from CarMax on July 20th 2013. On July 29th the truck's rear end went out. 3 things where fixed on the rear end on at 3 different times in the shop. The next thing to go out is the Transmission, a new transmission was put in. Cost $200 deductible on extended warranty. Now the Clutch is out and they won't fix it. Will cost $1800.00 is the quote from the place that fixed the transmission for CarMaxon on the truck. From July 20th till today November 19th,in(4 months)the Truck has been in the shop 6 times. We have every truck repair receipts that details the work done. They advertise that every CarMax car goes through a 125+ point inspection !!! That is a Lie !!! This truck is not worth $10,900.00. CarMax sold us a Lemon !! We are paying truck payments and Now truck repair bills in just 4 months. When you trust that a company thoroughly inspects a vehicle before it is sold. We Want our Money Back to be paid to the Finance company. Two people are financially tied up in this Lemon that CarMax sold us.Desired Settlement: For CarMax to take the Truck back and Pay BACK THE MONEY TO THE FINANCE COMPANY. We want to be relived of this Lemon Truck that CarMax sold us. We want to be able to purchase a good vehicle from some place else. We do not Trust the 125+ point inspection that CarMax advertises is performs on their vehicles.

Business

Response:

December 19, 2013

Review: I purchased a car from the CarMax Burbank, CA location on September 14, 2013. I signed all the necessary paperwork, etc., and was informed everything would be done efficiently and quickly on CarMax's end. December 19, 2013 comes and I still have no vehicle plates, registration or anything. I contact the [redacted] to see if there was a delay due to the October 2013 closure. No. I was informed that CarMax had neglected to finish [redacted] paperwork and send back to complete the process. I call CarMax in Burbank, CA. They blame the [redacted]...then find the paperwork [redacted] sent them was "mis-filed". I am assured by [redacted] in finance that this will be rectified and he will get me a temporary registration the next day. I leave a work event to go pick up this registration 12/20/13. They don't have it when I arrive at CarMax. I am again assured that they will complete the process and I will have everything in hand by the next week. No. By 12/26/13 I am told they will [redacted] me the plates. [redacted] them to himself at work. THEN [redacted] decides that they have the wrong plates. As of Thursday, 1/2/14 I am told the plates, registration, everything will be overnighted for a Saturday delivery to my home on 1/4/14. I take the morning off to make sure I can be there for the delivery. It is 1/4/14...nothing was delivered. I call CarMax again. There was another problem and they were unable to complete the [redacted] process. No phone call no notice whatsoever so that I can re-coop my lost wages for the day. AND am told that it will be at least another week and that they will 'try' to do everything to complete this transaction but they only go to the [redacted] on Fridays. I feel like this company is holding me hostage and have not even a temporary registration as they would not issue one in place of the old one. What recourse do I have? I keep getting blown off like it is no big deal. It is a HUGE deal. I can imagine they are doing this repeatedly to customers. They are do as little as possible and there is nothing I can do about it.Desired Settlement: I would like this to permanently go on their reviews - or make this public knowledge so that other consumers don't have to go through the misery that I am going through right now. I would like for CarMax to be some how penalized for their lack of business ethic and as far as I am concerned - breach of the contract concerning this purchase. They need to take responsibility for not doing the job they agreed to do. If I treated my clients with such dismissal - I would be fired.

Business

Response:

[redacted]

Revdex.com

<st1:street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive Suite 300

<st1:place w:st="on"><st1:city w:st="on">Richmond, <st1:state w:st="on">Va. 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN [redacted](the “Vehicle”) that she purchased on or about September 14, 2013 from the CarMax store located in

<st1:place w:st="on"><st1:city w:st="on">Burbank, <st1:state w:st="on">California.

As stated in her letter, [redacted] purchased a vehicle from CarMax. There were some issues with processing the paperwork because the Vehicle was registered in <st1:state w:st="on">California but had a <st1:state w:st="on"><st1:place w:st="on">New York title. In addition to that, the Vehicle was originally titled in <st1:place w:st="on"><st1:state w:st="on">New York and therefore the title had to be accompanied by a notarized lien release from the previous owner. The normal process to complete these types of transactions can take up to 90 days in order to get the Vehicle registered. For this reason, in <st1:place w:st="on"><st1:state w:st="on">California, The Report of Sales is placed on the windshield of the Vehicle to serve as a temporary tag which is good for six months. Please be advised that this was explained to [redacted] during the time of purchase.

CarMax understands and regrets the inconvenience that this may have caused [redacted]. We are pleased to inform you that [redacted] vehicle was registered and plates issued on or about January 6, 2014, within the time frame for completing this process.

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

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

Sincerely,

Analyst, 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.

The 'temporary' registration on this vehicle I purchased was not good for 90 days like stated in the CarMax Response. It expired on December 19, 2013....my complaint was that they did not complete the transaction in a timely manner and the paperwork that was sent back to them regarding the New York title issue was sent to them on October 16, 2013....and was ignored. The only reason this got resolved is because I called practically every day to yell and scream for them to get this transaction completed only to run into constant problems with CarMax NOT doing their job.

Regards,

Review: Long story short my car that I bought from this store has been in service I think a total of 6 or 7 times in the month I have had it. I have yet to have the car one full week yet. The store wrecked my car and didn't even tell me. I noticed the damage when I came to pick up the car and showed them immediately. They had the car repaired at a place of their picking however the job was anything but done right. The are think layers of paint on the car so it looks like the paint is caked on there with a gloss coat on top. I called [redacted] with customer relations and have yet to get a call back about the paint job. I have been asking for a regional manager for well over a week now with not much luck. I have been anything but happy with this. Also [redacted] the manager advised me to try to get home the best way I could after his store replaced headlights and I couldn't see anything. I had to try and drive home not even being able to see 2 ft in front of me. My safety was never CarMax's concern. I feel they got what they wanted from me which was my money and didn't care less after that. Time is money and Ive sent a lot of time dealing with this. I actually had to push to let a dealership fix the headlights which they have complied. But the value of the car currently and what I paid for it are not one in the same at this point. It seems they were deliberately messing with me. They have my money and didn't think twice about taking that But a month into the car purchase and Im still wasting time dealing with this. Its not right and not to mention they wrecked my car and diminished the value especially with the body work being done so easy to see. I can provide estimates of fixing the car correctly if needed. [redacted]Desired Settlement: I would like to car painted correctly (CarMax paying) where it wouldn't look like I got the car from a [redacted]. And I would like to be credited the difference in value since the car has now had body work done to it. What I paid for the car and what it is now worth after the wreck are two different numbers. And considering all the time I have missed from work I would like to be compensated that as well.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

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

[redacted], VIN [redacted](the “Vehicle”) that he purchased on or about

February 11, 2014 from the CarMax store located in San Antonio, Texas. In this complaint, [redacted] is requesting that his Vehicle be repainted , consideration given for diminished value of his vehicle and compensation for time missed from work.

As stated in his letter, [redacted] Vehicle has had several concerns which were addressed under the 30 Day Limited Warranty. CarMax acknowledges the fact that [redacted] had been without his Vehicle for a period of time. At that time CarMax offered to extend the 30 Day Limited Warranty. In regard to the incidental damage that was done to [redacted] Vehicle while in CarMax’s possession, the repair work was completed , reviewed, and approved by [redacted].

In consideration of [redacted] dissatisfaction with the service that he received at CarMax, Carmax paid to have the concern with the Vehicle’s headlights repaired at another facility and also extended the offer to pay for a rental while [redacted] Vehicle was being repaired. Because of [redacted] continued unhappiness, the offer was extended to [redacted] to return the Vehicle. At that time [redacted] declined the offer.

CarMax regrets the inconvenience that this may have caused [redacted]. While we appreciate the opportunity to respond to this complaint; CarMax is declining the settlement request as set forth in this complaint.

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

Sincerely,

Analyst, 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.

I hate a lair, [redacted] called me stating they would buy back the car. I did explain to her they could buy the car back however they needed to pay the negative equity moved over from another car since they no longer had it. I don't think it would be right for them to buy the [redacted] back however I still have a $700.00 car payment with no car. She advised me she would call me back after she spoke with someone, well that call never happened. So I am confused as to how I declined the deal when she never followed up. I am SIMPLY asking CarMax to make this right. I Have opened a claim with my insurance company to get the car fixed via [redacted], however nobody will release a statement to the insurance company to get my car fixed correctly. THE PAINT ON MY CAR IS JUST CAKED ON, ONE LAYER AFTER THE OTHER. I feel CarMax is giving me the run around an I am to take and accept it. What I am asking for is within reason 1) My car be fixed correctly or lease a statement to my insurance as what happened to the car while it was in your possession 2) I get depreciation value since the value of the car dropped. I thought we would be able to handle this with dignity however if I need to get an attorney that's what I will do.

Regards,

Review: My wife and I purchased a vehicle from Carmax and they stated that they do over a 150 point inspection before putting the car out for sale.

That is not possible if I drive away with the vehicle and not even a week later the clock, radio, speakers, and the breaks are squeaking and terrible to the point where you have to pump the breaks. In addition, when going to fill up the gas tank the tank will not fill up. After bringing the car back to Carmax we further found out the fuel pump was flipped. How could that pass their inspection?

Moreover, not even three months later we are bringing the car back to fix more issues. In just 11 and 1/2 months we paid to have the breaks fixed three times and the rotors still do not work properly. In addition, to getting the spark plugs, all motor mounts, the radiator, alternator belt, timing belt and more FIXED!

Carmax originally told us they would fix our motor mounts because it was covered under their auto care that we paid for. We take the car in and they turn around and say they can't fix that issue. So then we pay them the $150 and then take the car to another shop. This additionally happened with the alternator and timing belt. They told us it was covered under our warranty auto care and then they turn around and said it wasn't. We then again had to take to another shop to fix carmax's issues.

We recently had a problem with Carmax not deducting our down payment. However, they did resolve that issue after A YEAR!

Carmax has not provided us with the car that they told us. If they did the inspection they would have seen these problems. They have not been fair from the start.Desired Settlement: In all fairness, I believe Carmax should write a reimbursement check for all the shop costs, rental car costs and fees that my wife and I have had to pay.

This has been Carmax's fault from the start and they should have to fix what they have done.

Business

Response:

May 5th, 2014

Review: I purchased my car brand new from this dealership in April 2013 I have since then experienced an mechanical issue. I took it back to the car dealership that it was purchased from on July 22, 2014 in which I was advised that I was experiencing leak in my transmission. They have yet to furnish me with an alternative vehicle to drive while they try and figure out where the leak is coming from in my car. They have not even offered to fix the car at no cost considering that the car is less than 2 years old with only approximately 37,000 miles on it. I was advised by the dealership that they do not know exactly where the leak is coming from in the transmission and that they have to do some further diagnostics. I am not receiving any follow ups from the car dealership at all. I am the one that is constantly being in contact.Desired Settlement: I would like my car fully fixed and repaired by a certified mechanic. I would like for them to have it sent [redacted] dealership for repair and to be provided with a loaner until the repairs have been made. I

Business

Response:

Review: I honestly don't know where to start in July 2014 I purchased a vehicle from CarMax Auto Park [redacted]...I purchased it on a Saturday and that evening while I was traveling home I began to have issues with shaking in steering I called services dept that Monday could not get a return call after leaving many messages so I contact my awesome salesman who then got me an appointment with service dept...I took my vehicle in and told them of my complaint that when I would travel above 60 mph my steering shakes really bad and I could feel vibration in the steering; my next concern that I also brought to there attention that morning that my front fender was a totally different shade than the rest of the vehicle and I began to ask if it had been wrecked...well the nice young lady [redacted] explained to me that it could be darker because of minor damage such as a scratch something minor so she gave a report of the car showing the VIN was clean and it hadn't been wrecked! Well the issue they found on that day was that the rim was warped and I think they aligned it...well they tried to get the warped out of the rim and we assumed it was fixed...needless to say it was on my way home that day I immediately called back and told [redacted] that did not fix my issue now I can go past 40mph and my car is shaking worst I could not take it back at that time because I would be late for work! She schedule me another appointment they replaced the rim completely so that still didn't fix this issue so I called and scheduled another appointment well before the next appointment I called to let her know that the fender is began to slip down from the car as if it isn't connected or something is loose and there was a big gap in the fender and the headlight on passenger side so I asked again are you sure this vehicle hasn't been wreck; her response no maam [redacted] I provided with your vehicle history and you saw there was not vehicle damage or no wreck at all..but when you bring your vehicle back we will look in to it! In the mean time I received a call from the service dept. [redacted] who at the time was very apologetic and assured me when I returned all issues would be corrected when I returned....well another week and another trip to CarMax with an appointment time of 9:30 am I went to the desk at 10:27 a.m.to ask if they would know how long it would be before they would be taking my car back in to look at it...well they took it back immediately then.....well after hours has passed no one had came out to let me know anything about my vehicle finally I became agitated and went to the service desk approximately a little after 12 noon because I still hadn't heard anything. Long story short they ended up keeping my vehicle and giving me a loaner because they wanted to do what as called a road balance and take then fender off to see why it was not attached like it should be...well the loaner vehicle they gave me wasn't the best I had to get it jumped several times to start well I call to inform [redacted] that I was having issues with the vehicle she apologized and told me my car should be ready very soon. The next call I received from [redacted] was on that afternoon to tell me that where taking my [redacted] to a body shop to get the fender repaired because it was warped I became very upset and asked her again if the vehicle had not been wrecked how did the fender get warped she informed me she didn't know it could come from hitting bumps in the road or normal wear and tear on a vehicle I don't know much about cars but I knew that was not the case I stated to her this vehicle has been wrecked there is no way a fender can be warped from normal wear and tear or hitting bumps in the road...I became very upset and called my local dealership and spoke with the service department and asked them what would cause a fender to be warped if it hadn't been wrecked he stated he had never heard of such the only thing he knows is normally it has to have had some type of collision he asked me for my VIN so he could research it and do a [redacted] well needles to say within seconds he asked me if I asked CarMax if my vehicle had been wrecked I informed him I had the report in my hand and it show now wrecks and they also told me it hadn't had any wrecks well it had been wrecked on 11/11/13 and my vehicle has frame damage well they have been so nice to me until the point raised that I could not find a vehicle that was like mine I could find one but either it was older or the mileage was way off or the price was higher.....well I spoke with [redacted] in corporate who was very nice and told me not to worry about the difference in the price as long as its within reason just find me another vehicle because they would be buying that vehicle back he wasn't sure how they missed this issue on selling a vehicle with frame damage well when I spoke with[redacted], [redacted] he told me that they would not be discounting a vehicle just for me they are going to buy the vehicle back and that was it and that [redacted] doesn't has any say on whether they will be discounting a vehicle the only thing [redacted] do is correspond with corporate and the store he does not run there store or have any authority well the conversation with [redacted] didn't go well I haven't dealt with him since that conversation. So they can't tell me they are buying the vehicle back and acting as if the deal never existed is not true on yesterday I asked if I could just have my vehicle back they said no my vehicle is long gone...if I would have known the vehicle had been wrecked I would have never purchased it but CarMax is so quick to advertise they do not sell vehicles with frame damage! I have referred so many customers to CarMax just last month my mom bought a car before that several of my friends purchased there vehicles from there and this is the thanks I get...TERRIBLE

Here is there mission statement Our mission statement:

To provide our customers great quality cars at great prices with exceptional customer service.

and then they show this on the CarMax FAQ Yes. All of our used cars are CarMax Quality Certified ,which means every vehicle on our lot must pass a 125+ point Certified Quality Inspection by one of our technicians. This comprehensive and detailed inspection includes an investigation to ensure that the car does not have flood or frame damage. In addition, we back every one of our cars with a 5-Day Money-Back Guarantee* and a Limited 30-Day Warranty (60-Day in CT, 90-Day in MA and NY).*Desired Settlement: I understand that have agreed to buy the vehicle back from me as if the deal had never been done but my vehicle is gone they have already sold it.....and yes they are willing give me another vehicle but each one I find is older in year or has more mileage...now when I find a 2[redacted] like mine with very similar mileage it is higher in price I really feel like they should be willing to replace my vehicle with the same year and very close in mileage with the exact features I had before but of course they aren't willing to do that! The vehicles that I find that are in my price range is older in year and the mileage is higher....I have already taken a huge loss my vehicle I traded is gone and the cant get it back this has been the worst experience!

Business

Response:

August 8, 2014

Review: I buy my car on september 2012, im having alot mechanic issues, after 2 years, I found that my [redacted] have a accident on 2010, and carmax fail to let us know before buy the car.Desired Settlement: due to fraud on our contract we like to return the car and pay back all the repairs we make on the car for the last 2 years

Business

Response:

October 27, 2014

[redacted]

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

Thank you for forwarding the complaint dated September 30, 2014 regarding the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”) on or about September 18, 2012. At the time of purchase, [redacted] also elected to purchase a 72-month or 150,000 mile Extended Service Plan. [redacted] requested that CarMax allow him to return the Vehicle and reimburse him the cost he paid into having the Vehicle repaired during the duration of ownership.

CarMax’s records indicate that [redacted] requested copies of the Vehicle’s previous repair orders in September of 2014. CarMax provided [redacted] a printed copy of this documentation. [redacted] later mentioned that the Vehicle had been involved in a prior accident according to the information from a CarFax Vehicle History Report.

CarMax reviewed AutoCheck’s Vehicle History Report and no prior accidents were reported prior to the sale of the Vehicle. CarMax also provided [redacted] a copy of the AutoCheck at the time of purchase. CarMax was not aware of any accidents that may have been reported to CarFax and has no record of any repairs made to the Vehicle related to impact.

CarMax is declining [redacted]’s request for reimbursement. CarMax would encourage [redacted] to pursue reimbursement under the terms of his Extended Service Plan. CarMax invites [redacted] to visit one of their locations if he is interested in having the Vehicle re-appraised.

CarMax appreciates the opportunity to respond to this complaint.

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

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.

We not agree with carmax offer. That's not true. About the car has no accident. The car has accident in 2010. Before they sale it to us. Also due to this incident carmax send us to collection affection my wife and myself credit report. We want carmax to fix the issue. But we not agree with then. We really want carmax to do something for us.

Regards,

Review: I purchased a vehicle from CARMAX and was advised by the sales rep [redacted] that the vehicle has had its 40k service already completed by text. (I still have those txt for proof) I asked [redacted] to fax me proof of 40k service so I can keep it for my records in case something comes up because I purchased a extended warranty. Well now the 3 day return period is over with and now [redacted] finally sends me the work done on the vehicle and no 40k service has been done.

I was lied to by the sales and then told to wait and wait and now that the return period is over he send me a report they did nothing but an oil change.Desired Settlement: I want Carfax to honor the there sales man words to me and in writing and pay for my 40k service with dsg transmission service. I will get a quote form [redacted] and want carmax to pay for the repair.

I do not trust car max anymore and do not want them to complete repairs at there facility

Business

Response:

December 30, 2014

Review: We went into Carmax of [redacted] to look at a vehicle we had requested to be sent there (stock #: [redacted]) 2008 [redacted]. The vehicle arrived on 12/15-16 , and I setup an appointment to look at the vehicle on 12/20 at 6:00 p.m. Upon us coming in, test driving the vehicle, and liking the vehicle, we sat down with [redacted] (sales consultant) to discuss purchasing the vehicle. We advised her that the banks are closed on the weekends and we would be back on Monday 12/22 to finish the deal. So at 10:30 A.M we went into [redacted] and sat down with [redacted] (financial adviser) to work on the deal. I received a call from [redacted] at 10:50 A.M stating that the car was in fact still available, and I told her that is great news as we are at the credit union, and have been approved for the loan. At which point she gave me her cellular number to contact her after we are done or if we have any further questions. At 11:34 A.M. we were done with the paperwork and [redacted] asked how Carmax would like the funds to be disbursed. Which I didn't know and so I called [redacted] back and had her speak with [redacted] regarding the matter, after [redacted] contacted her manager and found out how they would like the funds disbursed and the process was settled we were getting ready to head over to Carmax. A few minutes later 11:40 A.M. [redacted] contacts us telling us the car is being shipped elsewhere as someone has requested the vehicle to be transferred to another location. I do have screenshots of all the calls made, and [redacted] at [redacted] is willing to vouch for all this information. I don't understand how they can have a transfer request on a car processed that is already undergoing a sale. Especially when at 10:30 A.M. they called us to let us know the car is still available, and we stated we have been approved and are processing the paperwork as we speak. We went down to Carmax and showed them that all the paperwork has been processed for the vehicle, the loan has been approved, and the funds are ready for disbursement via the method they chose. They stated at this point that they cannot sell us the car as a transfer request has been submitted. Which I absolutely do not understand how that can have happened when their is an active deal going on this vehicle and everyone was on the same page regarding this sale.Desired Settlement: I would like to complete the purchase of said Carmax Vehicle (stock #: 11287231) 2008 [redacted]

I did also have the sale order for this vehicle that was provided to us by [redacted] as well, which we had used to process all the paperwork for.

Business

Response:

January 23, 2015

Review: I'm financing a used [redacted] from CarMax that was purchased on May 2, 2014. However when I got the vehicle everything was great until I realized it was a scratch on the door panel. I contacted CarMax and had it serviced but it was not corrected until after the 3rd attempt. A month or two later I began to hear a loud popping noise on the front right hand side of the car, I had it looked at by CarMax and was informed they needed to replace struts and other parts that were worn and dry rotted which to me was unbelievable especially after being assured the car was serviced and everything was taking care of before it was put on the lot. Why I should have to be concerned about worn car parts if it was serviced completely? Now I have a squeaky noise on the same side of the car no mechanic at CarMax can recognize! After test driving it TWICE and me not being able to mimic the noise my car makes when I drive over bumps, I’m told to drive it until it starts making the noise more or pretty much until it worsens. I was also advised by [redacted] the service manager at CarMax I should take it to a [redacted] dealership to have it serviced. I then asked why do I pay for the extended warranty through CarMax if I’m being referred to the [redacted] dealership whenever they can’t fix the problem. This is completely unacceptable! I also had it looked at by a another mechanic at a local express oil and he was kind enough to put it on the rack and look under the car to see if he could pen point anything. He stated everything under my car looks rusty and I should inquire about pulling the Carfax to see if my car was in a flood at any point. I hate I ever got my car through CarMax because I’m having to pay for a car I’m not comfortable driving because I don’t know what will go wrong next and me being told to just pretty much deal with it until they can find the problem was the last strawLocation:[redacted]

Make: [redacted] Model: **Owner/Co-Ownder? YesDesired Settlement: I would prefer a car that does not have to be re-serviced for looked over issues such as struts and worn car parts!

Business

Response:

March

13, 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]

[redacted]. On May 2, 2014, Ms. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of Birmingham, AL. In her complaint, Ms. [redacted] is requesting a

vehicle that doesn’t have to be re-serviced for looked over issues such as

struts and worn parts.

Ms.

[redacted] brought the Vehicle to CarMax for a loud popping noise on July 2, 2014. CarMax discovered that her struts needed to

be replaced. CarMax replaced the struts

in July of 2014. Ms. [redacted] brought the

Vehicle back for a squeaking noise while going over bumps on December 18, 2014

and February 17, 2015. CarMax took the

Vehicle for a test drive on February 17, 2015 and was not able to duplicate the

concerns. CarMax offered to reimburse

Ms. [redacted] for the deductible charge by another repair location should she

choose to obtain a second opinion.

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: I purchased a [redacted] in September of 2013 with the extended warranty. In October 2014, my transmission failed. I took the car to my local mechanic which advised the extended warranty - the repair would be in excess of $14K. They also advised a Class Action suit against [redacted] for defective transmissions has settled two months prior and I should be advised of my rights. They failed to inform me of the issue with the [redacted] transmission, therefore I sent the information I researched further directly. The extended warranty requested I take the vehicle to Autonation of BMW - [redacted] for repairs which resulted in a bill in excess of $7K. By January, the transmission failed again. I again had to take the car in for repair on the transmission which resulted in another $1K. When I picked the car up two days ago, the transmission failed once again and is now back at the dealership again waiting on transmission repairs. I have paid out of pocket for the deductible and towing expenses each time which I cannot afford to do and make payments. I do not want to relinquish the car to my lender and ruin my credit but cannot drive a vehicle that is unsafe and could cause injury to myself or others.Location: Knoxville, TNMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like to have my car either replaced with a fresh start or I would like to have all monies I have paid into the car returned to me from my beginning purchase date including down payment, payments, repairs, and towing expenses putting me back into the state I was in prior to purchasing the vehicle.

Business

Response:

February

11, 2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

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

Dear Mrs. [redacted],

Thank

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

the Vehicle purchased from CarMax of Knoxville, TN ("CarMax") on September

21st, 2012. In her complaint, Ms. [redacted] cites repair concerns with

the Vehicle and requests a reimbursement of all monies associated with the

Vehicle.

CarMax

was unaware of Ms. [redacted]’s concerns prior to receiving this complaint. Ms.

[redacted] completed transmission repairs covered under her MaxCare extended

service plan. She was not responsible for any additional charges in October of

2014 and January of 2015 outside of a deductible of $200.00 for these repairs.

CarMax

will diagnose any additional repair concerns; however, CarMax has not had the

opportunity to diagnose any service concern on the Vehicle since Ms. [redacted]’s

purchase. Ms. [redacted]’s Vehicle also remains covered under the extended service

plan purchased.

In the event Ms.

[redacted] would like to sell the Vehicle, she is welcome to bring the Vehicle to

CarMax for a free appraisal offer.

Thank you

kindly for providing CarMax the opportunity to respond to this matter.

Sincerely,

Analyst, CarMax Customer Relations

Consumer

Response:

I have reviewed the offer 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.[redacted] has a class action suit against them for transmission failures. I paid much more than just a $200 deductible using my extended warranty as I had to pay the deductible and towing expenses three times as well as make arrangements for other transportation. The complaint was filed because CarMax indicated it was not their problem nor could they fix the transmission in their facility. I have contacted counsel as well as Consumer Affairs, the Attorney General and [redacted]. According the Attorney General and various complaints filed against [redacted], CarMax should have never sold the vehicle as it was recalled. I have asked [redacted] to put me in the same situation I was prior to the purchase of the [redacted]. Regards,[redacted]

Review: I purchased this car for my son in May of 2013. I made payments ahead to try to pay off early. The extra money kept being put into future months, I called and asked for payments to be put directly onto the principle. Every time they did that, they took away my payment. Consequently, my loan with carmax was $10,383.50 (minus interest of 1.85%) The car was basically paid off by Aug. 2 of 2013. But because of the ridiculous billing practices of Carmax, I paid in total so far $17,546.68. All of my payments were sent online, so I have proof of the money sent and that the payments went to Carmax. I also have a copy of how Carmax handled my whole account. I had discussed this practice with people from their 800 , number a couple of different times, they were snippy and said that is how they do it. Is this really their practice? How many others have lost thousands of dollars to Carmax, trying to pay ahead on a vehicle? Is this done on purpose, or just bad financial practices?

I don't know, but it is wrong. Is this legal? If it happened once, I would say it was a mistake.....it happened a number of times over the course of a couple of years.Location: 53218Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: They have had $7,163.18 (at least) of my money for a year and a half. That they would make sure I get it all, quickly, ncluding interest I have already paid., also it would be nice that they pay me interest for the money they had. I could have paid off the loan on my own car.

That they look into this horrendous practice and make sure they are not taking other people's money that does not belong to them., My son's name is first on the contract, but I

have been paying the payments, that a refund would come to me.

Business

Response:

April 2,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank you for sharing

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

respond. We are happy to inform you that

this matter has been resolved.

We had a telephone

call with Ms. [redacted] on March 24, 2015.

Ms. [redacted] indicated during that phone call that she recently learned

that the error in question resulted from her bank and that she no longer

disputed her account balance.

Thank you for bringing this matter to our

attention. If you have any questions or

concerns, please feel free to contact me at [redacted], extension [redacted].

Sincerely,

Paralegal

CarMax Auto Finance

Copy: [redacted]

Consumer

Response:

People who work with Carmax's "customer service" do not care about the customers. I had to resolve ON MY OWN, not [redacted] who had promised to call on Monday. I had faxed her info onFri., she called me back on WED. I had it already figured out by then with no help from people who were supposedly helping me. How patient would YOU be with what seemed to be a $7000mistake. I was just trying to get some help quickly.....good luck.If my company had issues like I thought I was having, we would be all over it trying to straighten out. This is NOT the case with your financial people at Carmax. I had to call EVERY MONTH when I made a larger payment to have it go directly to the principle. How ridiculous is this when I told the salesman I intended to pay it off early. I was toldit needed to be written in the contract. Obviously it was not. More than once I got someone who didn't have a clue what I meant about putting the extra money on the principle. Aren't these supposed to be financial people? EVERY MONTH when I called, I got people who either had attitude (when someone finally answered, it was usually about a 20 minute ordeal. ) How ridiculous that I had to chase after mypayments to make sure they were being taken care of correctly. It is really a pitiful practice.[redacted]

Review: In November 2014, oil change resulted in damage to garage due to bolt not being tightened, bulb replacement was not ever replaced but I was billed

This is my second car with you all and until Nov. 2014 I raved to others about all of my experiences -- not any more.

Contacted Mr.[redacted] by phone and he apologized asking for the notes from [redacted] that bolts were not tightened and pictures of garage damage.

Sent email and followed up to no avail.Desired Settlement: Refund for services paid to include damage on our new garage floor

Business

Response:

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint received in your

office from Ms. [redacted] regarding the servicing of the [redacted], VIN [redacted](the “Vehicle”) that she purchased on or about

November 20, 2007 from the CarMax store located in Charlotte, North Carolina.

In this complaint, Ms. [redacted] is requesting a refund for

services paid to include damage to her garage floor.

As stated in the complaint, Ms. [redacted] took the Vehicle to

CarMax for several concerns including the light being out on the passenger side

rear and a regular oil change. It was determined that both tag lights were

burned out. CarMax replaced both tag

light bulbs. CarMax also completed an oil change service.

Ms. [redacted] stated in the complaint that her garage was

damaged because of an oil leak due to CarMax not tightening a bolt after the oil

change was completed. Ms. [redacted] also stated that she spoke to the

Service Manager and sent him an email in regard to the

damage to the garage floor. CarMax has

no records of the contact by the customer nor the email that was sent. However,

CarMax would like the opportunity to address Ms. [redacted]’s concern. CarMax would

appreciate Ms. [redacted] contacting the Service Manager, [redacted] at

[redacted], extension [redacted] to discuss a possible resolution.

Carmax appreciates the opportunity to respond to this

complaint. Please call me at [redacted]

Extension [redacted], if you have any questions.

Sincerely,

Analyst, Customer Relations.

Review: We (my wife [redacted] and I) purchased a vehicle in July 2015 from Carmax. Due to unemployment our income decreased and we were unable to accommodate payments. I acquired new employment in December and made a payment of $1000.00 in January. I was told the repo order would be rescinded. I was then hospitalized for a week at the end of January and rang up ~$50,000.00 in medical bills not to mention I was hospitalized across the country from my home while on a business trip (I can provide documentation to support). We can start paying again May1 to the tune of $1000.00 monthly. However now Carmax has called me and left a message insinuating that if I had used my job in real estate to help the daughter of an agent "...we could have worked something out..." (left on a voice mail by Carmax actioned person). This woman then called my father and mother and threatened to take their car. ([redacted]) Then this woman called my wife's mother ([redacted]) and threatened to knock down the door to get to the garage. These tactics are abusive and illegal.Location: Schaumburg, ILMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: My wife and I will make good on the note. We want the repo order rescinded, the collection efforts to cease and to work out a payment schedule that is affordable. If this is the outcome then I will not send the voice mail with notarized affidavits from the other witnesses to the [redacted], [redacted] and [redacted] as I am a Veteran of the [redacted].

Business

Response:

May 11,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Retail Installment Contract Dated 06/28/2014 (the

“Contract”)

[redacted], VIN: [redacted]

(the “Vehicle”)

Account No. [redacted]

Dear

Sir/Madam:

Thank

you for sharing [redacted]l’s complaint and providing us the opportunity to

respond. First, Mr. [redacted] is concerned

about the communication our repossession vendor had with his relatives while attempting

to locate and repossess the Vehicle. Second,

Mr. [redacted] would like us to cease our collection efforts in exchange he will commit

to making monthly payment of $1000.00 until his account balance is resolved. Following is our response to Mr. [redacted]’s

concerns.

Mr.

[redacted] executed the Contract to finance the purchase of the Vehicle from CarMax

Auto Superstores, Inc. our motor vehicle Dealer Affiliate on June 6, 2014. Mr. [redacted]’s first payment of $671.15 was due

on August 12, 2014. Our records reflect

that we did not receive Mr. [redacted]’s first payment of $805.39 until December 31,

2014. At this time, Mr. [redacted]’s first

payment was already 131 days past due.

On January 31, 2015 Mr. [redacted] made payment of $1,000.00 and promised to

resolve the delinquency on his account by February 15, 2015. After this payment, Mr. [redacted]’s account was

due for the October, November, December and January payment. Despite the extent of the delinquency on Mr.

[redacted]’s account, we agreed to suspend our repossession efforts to accommodate his

request for additional time to resolve his outstanding account balance. To date, we have received no further payment

from Mr. [redacted]. Accordingly, on February

17, 2015 we resumed our efforts to locate and recover the Vehicle. We have also accelerated or charged-off Mr.

[redacted]’s account balance; meaning that the entire balance is now due and payable

in full.

Further

to the above, we cannot accept Mr. [redacted]’s request that we allow him to retain

the Vehicle in exchange for a monthly payment of $1000.00. Rather, we will accept a lump sum payment of

$5,141.03 which represents the total installment due from October 2014 through

May 2015. Upon receipt of this lump sum

payment, we will reverse the charge off and allow Mr. [redacted] to continue making

his monthly payment of $671.15 going forward.

Regarding

Mr. [redacted]’s allegation against our repossession vendor, we obtained a statement

from the repossession vendor that was assigned to repossess the Vehicle. He admits making contact with the individuals

mentioned in Mr. [redacted]’s complaint as his tried to locate the Vehicle. However, he disputes the accuracy of Mr.

[redacted]’s statement regarding his interaction with these individuals. Specifically, the repossession vendor denies

threatening to repossess a vehicle that belonged to Mr. [redacted]’s father and

mother and also denies that he threatened to knock down the garage door of Mr.

[redacted]’s mother-in-law.

We

expend considerable time and effort in selecting and onboarding our

repossession service providers. In

addition we maintain adequate oversight over their activities through routine

monitoring and audits. Our records do

not reflect any compliance deficiency associated with the repossession vendor

concerned. Additionally, our records do

not reflect any other complaint filed against this repossession vendor in the

last 12 months. Regarding the voicemail

that Mr. [redacted] references in his complaint, we ask that Mr. [redacted] provide us with

a copy of the recording so we can investigate this matter further. Mr. [redacted] can contact me at [redacted] to

discuss the most expedient way to provide this information to us.

In

the meantime, we, again, thank

you for bringing this matter to our attention and affording us the opportunity

to provide this explanation. If you have

any further questions or concerns, please feel free to contact me at the number

provided above.

Sincerely,

Paralegal

CarMax Auto Finance

CC: [redacted]l

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.

This resolution does nothing to address the abuse my family and I received nor the regulations and laws that were violated. I will happily contact the number and pass on the voice mail that was left implying that if I had used my affiliation with real estate to assist her daughter we may have been able to work something out. There is also no mention that I was hospitalized in January and accrued ~$50,000.00 in hospital expenses due an injury I received as an active [redacted]. Having to accommodate that medical expense, I was unable to accommodate my normal living expenses for a time. Would Carmax Auto Finance not consider granting a hardship to a Veteran of the [redacted] whom had recently (while under financing) experience medical hardship as a result of enlisted service?

Review: On 3-30-15 paid $249 to Transfer car from Maryland to CT. Finally purchased the car after being told my part time job income was 2-weeks short of 6 months. Finally May 14, 2015 Purchased car paper work signed bank again asked for proof of income from both jobs gave it to them was approved for loan $13,366.29 thru [redacted] Purchase price $11,899.00

[redacted] the finance manager preceded to call me over next several days stating the bank wanted more income verification at this point I've had the car for 8 days. The bank wanted my W-2 from my full time job which I didn't have because I was laid off the previous year.

I provided [redacted] Albert from finance a proof of employment letter from my employer stating I have been employed at the job since 7-23-12. Now he called me on 5-25-15 stating income unacceptable Full time job not 6 months even though proof of employment letter states otherwise at this point [redacted] accused me of falsifying my income after I've had the car for 11 days.

Now I return the car on 5-27-15 was told by [redacted] Albert I would get a full refund down payment of $1500 plus $249 transfer fee in amount of bank draft after I signed return papers and gave them back keys I was then told my refund had to be approved by corporate office and to expect a refund in 7-21 days.

They could put a rush via [redacted] and it would be delivered overnight. as of today May 29,2015 NO REFUND Corporate hasn't approved refund yet meanwhile I'm without transportation to get back to work. I tried to purchase another car at a different dealer and when he pulled my credit report its shows this car as being repossessed.

I want my money back immediately and an apology because I paid over $600 extra to drive this car off the lot with the notion this is my car. This is very shady business practices. I don't understand how I was allowed to drive off lot for 11 days and the bank being able to demand more info after paperwork was approved and signed.[redacted]

[redacted]Desired Settlement: Refund Immediately. $1500 down payment $249 Transfer fee $323 Car insurance down payment. Inquiry from Carmax removed immediately from All 3 credit bureaus and and Apology.

Business

Response:

June 5, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Thank you for forwarding the complaint [redacted] received in

your office from Mr. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about May 14, 2015 from

the CarMax store located in [redacted] (“CarMax”) and financed

through [redacted] (“[redacted]”).

In this complaint, Mr. [redacted] is requesting a refund of the down

payment of $1,500, the transfer fee of $249 and an auto insurance down payment

of $323. Mr. [redacted] has requested that

the CarMax inquiries be removed from his Credit Bureau reports and an apology.

When purchasing the Vehicle, Mr. [redacted] advised CarMax he was

employed full time with his current employer since 2012. The date after purchase, [redacted] contacted CarMax

and requested additional proof of income from Mr. [redacted] as the paystub

provided did not show full-time hours or employment longer than 6 months. CarMax contacted Mr. [redacted] to obtain a W2

form showing his length of employment and full-time hours. CarMax was provided with a letter from Mr.

[redacted]’s employer and that information was faxed to [redacted] on May 18, 2015. [redacted] advised CarMax this letter was

insufficient documentation to fund the loan and on or about May 22, 2015 Mr.

[redacted] agreed to return the Vehicle.

The Vehicle was returned by Mr. [redacted] on May 27, 2015. Funding

decisions are made by our in-house lenders and CarMax is unable to control or

amend those decisions.

The down payment refund of $1,500 was sent via [redacted] to Mr.

[redacted] on June 2, 2015 with tracking number [redacted] and was delivered on

June 3, 2015 to his home address. Mr.

[redacted] paid a transfer fee for the relocation of the Vehicle from Laurel,

Maryland to East Haven, Connecticut. While policy states this fee is nonrefundable,

CarMax has refunded this fee to Mr. [redacted] as a gesture of customer

service. The check for $249 will be sent

via [redacted] to Mr. [redacted] on June 5, 2015 with tracking number [redacted] and

is scheduled for delivery on June 9, 2015. In reference to Mr. [redacted]’s request that he

be refunded for his auto insurance down payment, active auto insurance was a

requirement of the purchase by Connecticut state law as well as the loan

contract and will not be reimbursed by CarMax. Mr. [redacted] may want to contact

the insurance company to advise he no longer has the Vehicle and inquire about

a refund for unused premiums.

In reference to concerns with his Credit Bureau, Mr. [redacted]

can reach [redacted] directly at [redacted]. As the loan was never funded, it should not

appear on Mr. [redacted]’s credit report.

The inquiries CarMax ran when Mr. [redacted] was applying for a loan are

legitimate inquiries, and cannot be removed.

CarMax considers the settlement request as set forth in the

complaint resolved.

CarMax appreciates the opportunity to respond to this

complaint.

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

have any questions.

Sincerely,

Review: My [redacted] was deemed a total loss on May 15, 2015. My awesome insurance provider [redacted] handled everything smoothly and were very nice and took care of the payoff amount still owed to CarMax Auto Finance. A few days later I was receiving numerous phone calls and voice mails with their business hours of operations. [redacted] was told by CarMax Auto Finance what amount to payoff my truck which was $14,666.64 without my "maxcare" extended warranty. I went online to check my account and it said I still owed $1,465 which is less than what my maxcare plan had left on it after it being pro rated over 1 year. Carmax Auto Finance was supposed to take care of the mix up and call me back but they never did. I called them again on Monday to resolve this issue and I was told after a 30 minute phone call that they had to cancel the warranty after they back dated the check for payoff and then add it back and take it off again to have a zero balance. The system that they use is archaic at best and seems itic to have to do so much to cancel out one thing. I am writing this complaint because it is very frustrating to have to deal with the loss of a vehicle, lawyers, and insurance companies and then to have the company which I thought was doing a good job just totally mess up and drop the ball big time. I called to pressure them and even said that I would report them to the Revdex.com and finally got a supervisor who fixed the problem. I did not receive an apology for the mishap just an explanation of how their system works.

Product_Or_Service: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Contact by the Business

I would like to receive a formal letter of apology from CarMax Auto Finance for their mishap along with the refund that they say I am entitled to after pressuring them to do their job.

Business

Response:

July 2,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

you for sharing [redacted] complaint and providing us the opportunity

to respond. We are pleased to inform you

that this matter has been resolved.

Due

to a processing error, we did not credit Mr. [redacted] account with the

rebate amount from the cancellation of his vehicle’s service agreement. As a result of this omission, Mr.

[redacted] account incorrectly reflected that he had a past due balance and

resulted in collection call attempts.

This error has since been corrected and it resulted in a refund of

$120.36 to Mr. [redacted]. We mailed a

check for this refund amount to Mr. [redacted] on June 16, 2015.

We again thank you for bringing this

matter to our attention and we sincerely apologize for any inconvenience

caused. Please know that we made several

unsuccessful attempts to contact Mr. [redacted] to apologize directly to him prior

to responding to this compliant.

I am available at [redacted] extension [redacted] if you

have any questions or concerns regarding this matter.

Sincerely,

Review: Asked to have my husband as primary on title/finance, he has a better credit score, we were told I had to be primary because I would be primary driver, therefore we had to finance at a higher interest rate. We had an alumni tag on the vehicle we traded in, we called our local tag office to see how we needed to do a transfer I was told that the dealership needed to do the paperwork, Carmax refused, stated that it was our responsibility to do the tag transfer. After 3 trips to the tag office, my husband had to relinquish the tag to me, we are going to have to let the tag expire, and wait until February of next year, unless we want to pay an additional $55.00 fee for a transfer, because he was not listed on title as primary as requested. We also received a rebate check for an unused portion of extended warranty from vehicle we traded in, three weeks later we get a letter from [redacted] stating that Carmax did not pay off our existing car loan. My husband called Carmax and asked repeatedly to speak to management to find out why, they refused his calls and had someone relay messages to him. We were told that we were supposed to use the refund check to pay off the loan. We repeatedly asked why did we have to use a rebate check from an unused portion for something we did not use to pay off a loan, we asked for explanations on why they did not pay off a loan for a vehicle we traded in over a month ago, no one could really give us any answers. We never received a bill as requested either. Carmax finally paid off our car loan. On August 20th, we got a call from Carmax collections stating that we owed them $450 for them paying off our car loan, we were told that the dealership made a mistake and applied the $450 rebate twice, first to our trade in and second in amount of a check. They told us they would settle with us for $300, which we had to pay immediately. I'm not sure why it was our responsibility to pay for a mistake that was made at the dealership.[redacted]

[redacted]Desired Settlement: We wanted to let the Revdex.com know we felt like they were using tactics to make more money by placing people with lower credit scores as primary buyers and therefore having a higher interest rate. Because of the error they made during the trade in and financing of our new vehicle and not paying off our trade in vehicle I was told by an employee at Carmax during on of my conversations that they were pretty much holding my title "hostage" and would not forward it to my new lien holder until we paid them the $450 we owed them. This is the money that no one would or could tell us why we owed and would not even send us a bill as requested. We finally got an answer from Carmax collections when we were told that the dealership made a mistake and applied the $450 to our refinance amount and sent us a rebate check, then said they would settle with us for $300 and made us pay them for their mistake. No apologies. I do not feel like we should have had to pay for their mistakes.

Business

Response:

September 23,

2015

720 Moorefield

Park Drive, Suite 300

Richmond,

Virginia 23236

Re: [redacted]

Complaint

ID [redacted]

Dear Mrs. [redacted]:

I am writing in response to your

letter dated August 27, 2015, wherein you forwarded a complaint from Mrs. [redacted]

[redacted] regarding her request to be excused from having to pay CarMax’s Credit

and Collections Department a settlement amount of $300. Mrs. [redacted] also mentioned in the complaint

that CarMax uses tactics to finance their customers at a higher interest rate.

Mrs. [redacted] came in to CarMax on or

about July 6, 2015 to trade the Vehicle in for a 2014 [redacted]. CarMax appraised the Vehicle for $14,000.00, sent

her lienholder (Capital One) a payoff check in the amount of $4,960.54, applied

$9,039.45 towards the purchase of the 2014 [redacted] and sent Mrs. [redacted] a

reimbursement check in the amount of $450.19 for the balance remaining on her

Extended Service Plan.

CarMax was later contacted by [redacted] to inform them that the payoff was short by $450.19. A review of CarMax’s records indicate that the

previous amount mailed to Mrs. [redacted] were monies that should have been added

into the total payoff balance of the loan with [redacted]. In an effort to correct this error, CarMax

contacted Mrs. [redacted] by phone to inform her of the situation and to advise her

that the $450.19 would need to be returned back to CarMax as soon as possible (per

the signed Vehicle Purchase Agreement).

Mrs. [redacted] informed CarMax that she

would need to make payment arrangements to pay off this balance because the

funds had already been spent. CarMax

paid Capital One the $450.19 on Mrs. [redacted]’ behalf, and forwarded her information

to CarMax’s Credit and Collections Department to set up payment arrangements. CarMax’s Credit and Collections Department

offered Mrs. [redacted] a settlement amount of $300, as opposed to the previous

balance of $450.19. Mrs. [redacted] paid CarMax’s

Credit and Collections Department this amount on or about August 21, 2015.

Due to CarMax’s Vehicle Purchase

Agreement stating that “The Estimated Payoff may be greater or less than the

amount that is actually due to the lienholder(s) to transfer title (“Actual

Payoff”). You agree to pay CarMax the difference between the Total Estimated

Payoff and the Actual Payoff plus any additional costs [i]ncurred by CarMax,

upon demand,” CarMax is declining Mrs. [redacted]’ request to be excused from having

to pay CarMax $300.

In addition,

CarMax does not engage in deceptive financial tactics and does not make

financing decisions. The order in which

the names are listed on the credit application has no bearing on the rate

offered by a finance company.

CarMax apologizes for any

inconvenience that Mrs. [redacted] may have experienced and appreciates the

opportunity to respond to this complaint.

Please contact me

at [redacted] extension [redacted] with any questions that 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.

This is a typical corporate response. The facts and the timeline in Carmax's email are not true and are misrepresenting of any and all correspondence we had with the them. They are once again putting the consumer at fault and not taking responsibility for their actions. Carmax may have policies as a company, but they have associates that do not follow these policies. I expected this response from Carmax after serving 30 years in the corporate world. I do not want any further contact from Carmax on the matter. All the facts are on the phone conversations, that may or may not have been recorded by them, because we never received anything in writing, even though we requested this on several occasions.

Regards,

Review: I brought my van back in March-20-2014 and I left it for service March-21-2014 for a knocking noise under the hood. I been back to carmax over 14 times. 10-13-2014, 12-11-2014, 12-23-2014, 1-14-2015, 1-29-2015, 2-11-2015, 3-27-2015, 4-28-2015, 5-1-2015, 8-7-2015, 8-24-2015, 9-30-2015, 10-27-2015, 11-5-2015. I paid $497.97 8-24-15 and over $600.00 on 9-30-15 and I went to carmax on November 5-15 and they told me it was my brakes and rooters that the caliber is moving back and forth. I had extended warranty when I brought the van but by me having to keep going back and forth to carmax the warranty company said I breach my contract which I didn't know why cause I was coming for the same problems that suppose to been fix since the first time I left my van for service.Location: Charlotte ncMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I want all the money I paid to carmax to be refunded cause the problem is not fix and I want my van fix I have kids that's the whole reason I went to carmax in the first place I could of went to [redacted] dealer and I wouldn't be having these problems right now and my van would still be under warranty.

Business

Response:

November 30, 2015 [redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”) Dear Mrs. [redacted]: Thank you for forwarding the complaint dated November 8, 2015 regarding the Vehicle purchased from the CarMax store located in Charlotte, North Carolina (“CarMax”) on or about March 20, 2014. Ms. [redacted] requested in the desired settlement for CarMax to repair the current concerns with Vehicle at no cost and also refund her any amount that she paid towards the repair of the Vehicle. CarMax has been in communication with Ms. [redacted] since the receipt of this complaint and has determined that the noise concern was coming from the braking system in the Vehicle. CarMax scheduled a follow-up appointment for Ms. [redacted] to bring the Vehicle back to CarMax the following day (November 20, 2015) to diagnose and repair the noise concern at no cost to her under the terms of a 6-month or 6,000 mile warranty for a related repair. Ms. [redacted], however, did not show up for this appointment. CarMax called Ms. [redacted] on or about November 20, 2015 and on or about November 24, 2015 to reschedule her appointment and left messages for Ms. [redacted]. CarMax is declining Ms. [redacted]’s request for a refund as these fees have been charged in accordance with the terms of her Extended Service Plan. However, CarMax invites Ms. [redacted] to contact the Service Department at (704)535-7791 if she would like to schedule a follow-up appointment to have the brake issue diagnosed and repaired at no cost to her. CarMax looks forward to the opportunity to hear back from Ms. [redacted] and appreciates the opportunity to respond to this complaint. Please contact me at (804)747-0422 extension [redacted] with any questions you may have. Sincerely, Nekia W[redacted]Analyst, Executive Response Team

Consumer

Response:

I did show up at carmax the date of my appointment and show and Matt and Darnell was also there when I came in and me Matt and Darnell took a test drive and also heard the noise and show as check it out as well and the money I paid was out of pocket cause Darnell said CNA said I breach my contract so I do want a refund for all the times I came in for my van making noise all the times I came out of pocket for the problem that Carmax kept saying it was fix seems like this is turning into a civil matter. Look at my history how many times have I been in for the same problem can you provide Revdex.com with them documents.

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,

My Wife brought in our [redacted] because there was a horrendous crunching and popping noise coming from the front end. We purchased this vehicle and the extended warranty from your location in Raleigh. She was told by the service advisor that they were too busy to look at it that day and would not be able to check it out for seven days. My wife described the problem and said she thought it was unsafe to drive, never the less and appointment seven days out was the best they could offer.
As she made the 45 minute drive home she called me and told me how it went. I asked her to pull over and let me contact your dealership to try and understand what the issue was. I called and talked to another service advisor who reiterated that the vehicle could not be seen for seven days. As strange as that sounded to me told her the car was under warranty and was unsafe to drive so they should provide me with a loaner or rental until they were able to get the vehicle repaired. I was told that they could not provide a loner car and I had no choice but to wait seven days just for them to take a look.
To my further astonishment she suggested that I should take my car, which I purchased from Car Max, to the nearby [redacted] Dealer as they have more staff, can look at it quicker, and should be able to provide a loaner. I was dumbfounded that a dealership would send one of its own customers to the competitor to do exactly what they were unwilling to.
I asked to speak to the service manager, but was told she was not available. I was also asked why I would wanted to speak to the service manager as she would only tell me the same story. For the fourth time I was floored at the disrespect and complete disregard for your customers. I had to ask this service advisor three times to take my number and have the service manager call me back before she finally agreed to do so.
The service manager returned my call and true to your previous employees threat she said there was nothing they could do. She went on to tell me, you guessed it, you should bring your car to the [redacted] dealer down the street and have them look at it. It was at this point I had made up my mind that I would never step onto a Car Max lot again.
I called my wife who, if you will remember, was parked somewhere between the dealership and our home and asked her to take it to the [redacted] dealership. The [redacted] dealership was busy as well and would not be able to look at it that day. Without me having to ask she said “Let’s get you into a loner, we will check it out tomorrow and let you know what we find”.
As it turns out the driver’s front coil spring had snapped. The good news is the dealer made good on their commitment to the customer. They put my wife into a safe vehicle until they were able to correct they issue. The service department at Fred A[redacted] has won a new customer, not just for future service but for our next vehicle.