CarMax , Inc.

Review: Regarding, Carmax, Merriam Kansas location - Carmax failed to register my vehicle with the State of Missouri and advised that paperwork was sent to [redacted]. Made 7 trips to [redacted] to find that registration and paperwork was never there. Paperwork was lost between Carmax or [redacted]. On December 4,2013 spoke with [redacted] to asked that title and paperwork be made available for immediate pickup and to cancel the check for $[redacted] that was made payable to [redacted]. I was advised that it could take up to six weeks for processing. Six weeks later there was no refund and was advised that it will take an additional 6 weeks due to computer issues. A demand letter was sent on January 14th and no response to said letter was received.Desired Settlement: I want my refund to be returned immediately plus incurred finance charges, late fees, and 120 miles of mileage reimbursement.

Business

Response:

February 12, 2014

VIA ELECTRONIC MAIL

[redacted], Operations Supervisor

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 additional message in response to the complaint that was filed by [redacted], on January 27, 2014, regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at CarMax in Merriam, Kansas (“CarMax”) on or about September, 11 2013.

CarMax informed the customer that we required a Missouri inspection and his 2012 personal property tax receipt in order to register the Vehicle, on or about September 11, 2013. CarMax forwarded the paperwork to the [redacted] (“[redacted]”) because we had not received the documents previously requested, on or about October 21, 2013. The documents were forwarded to the [redacted] so that the customer could register with the [redacted] himself. [redacted] contacted Customer Relations to request to pick up paperwork from CarMax, on or about December 4, 2013.

[redacted] picked up his paperwork from CarMax on or about December 4, 2013. [redacted] requested during this visit to have his refund returned to his lender. CarMax refunded $[redacted] to [redacted] on or about January 28, 2014.

CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement request as set forth in the complaint. [redacted] may register the Vehicle at [redacted].

Sincerely,

Sr. Analyst, 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.

Carfax failed to mail title paperwork to the ** as stated. 7 trips were made to the ** only to be told no paperwork was found. It was not until I contacted the Corporate Office that they said they would have to find the title information. I advised the representative that I would prefer to pick up the paperwork in lieu of them mailing it again. My claim is for mileage and interest as the refund was received.

Regards,

Review: I purchased a [redacted] in February of 2015. I expressed to the salesman ive been screwed over in the past 2 cars I had gotten into with other dealers/sellers. I told this rep it was crucial that I have reliable car from an honest sale. Rep did great at matching me with a car and the right financial options for me. Upon gettig the vehicle it seemed to be good. A few weeks went by and I noticed jumpy response from transmission. Got the vehicle inspected by GM and they said other than my A/C filter it was good. But the A/C filter was horrible. Recommended immediate change of filter. A/C cabin filters are not too serious and wont cause mechanical issues so I disregarded it for now. Now here we are in the start of August. All my electrical is going crazy. Tonight as I type this review I had the worst issue yet. Mid turn coming on the highway on my way home from work the electrical cut off. My whole car locked up on me for 30 seconds as I was heade for the side of the ditch. Luckily it kicked back on in time to get back to a safe drive the rest of my 5 minute drive home. I have never been that scared driving in my life. I am outraged Carmax could let a vehicle like that onbthe roads. And yes it has been a little while that ive owned the car, but coming from a family of mechanics no cars electrical acts like that so soon from a "reputable" dealer. Saddest part is I know Carmax will give me the run around on this. They did when I told them about my worry with the transmission. As usual just another big company only trying to make a dollar. It should be criminal for companies to act this way. I am furious with Carmax. If I knew it wouldn't cost me an arm and a leg id drop that car of in front of their door with the keys.Location: 3611 Fountainhead Dr San Antonio, TX 78229Make: ChevroletModel: Cruze LTOwner/Co-Ownder? NoExeter Finance Corp.Desired Settlement: Im a reasonable person. Im not demanding the impossible. Just whats right. Id like to see what the management will do to assist in this matter. Not like im asking for a free car or anything like that.

Business

Response:

August 21, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Complaint ID [redacted]

Dear Mrs. [redacted]:

I am writing

you in response to your letter dated August 4, 2015, wherein you forwarded a

complaint from [redacted].

CarMax’s records indicate that Mr. [redacted] was

contacted by CarMax’s Service Manager in [redacted] on or about August 6,

2015. During that conversation, Mr.

[redacted] mentioned that he had recently taken the Vehicle to the dealership to

diagnose the shutting off concern and was advised that there was a recent

recall on the Vehicle that would resolve his concern. The dealership completed the recall and

resolved Mr. [redacted] concerns. Mr. [redacted] was fully satisfied with the repair of the Vehicle and CarMax’s response to his

complaint.

CarMax appreciates the opportunity to respond

to this complaint and considers this matter resolved.

Please contact me at [redacted] extension [redacted] with any questions

you may have.

Sincerely,

Review: I purchased a maxcare plan for the car in 2010. I sold the car 7/13 but did not know about refund policy. So in Jan of 2015 I requested my refund. So after processing the refund I looked at my paper and showed the cancelation date of 1/23/15 and not the July 15, 2013 when the car was traded in. I showed them the mileage and the trade in form. So they said they would put in the request and I just received an email that too much time passed and so the would honor the Jan date and not July which results in them not paying out an extra $500. This is complete fraud because since the trade they were not out anything and they say they will refund the maxcare if canceled but don't say anything about time frame. This might be a bigger problem and the could be cheating many customers out of their refunds andneeds to be investigated.Desired Settlement: I just want my cancelation date of July 15, 2013 to receive the refund for my maxcare warranty.

Business

Response:

February 6, 2015

Review: I purchased a used vehicle from them on 6/28/13. Within 3 months/4,500 miles the brakes went bad. Since I knew brake pads/rotors are not covered by warranty, I didn't bother going to Carmax for service. Instead I went to a brake shop I trust. There they showed me that my brake pads were at 5% remaining and the rotors were also below minimum thickness. They informed me that used car dealers are required to make sure that any car they sell has at least 50% of the brakes left and there is no way that the brakes could have gone from at least 50% to 5% in such a short time, therefore Carmax sold me a car with insufficient brakes. I called my sales rep at Carmax, [redacted], who relayed my concern to the service manager and then he told me that there is nothing they can do since I didn't bring it to them. I told them that I have the original brake pads and rotors to show them and that the brake shop will testify to the fact that these parts did indeed come off of my vehicle. Carmax just said there's nothing they would do.Desired Settlement: Reimbursement of the $498 I paid to have the brake pads and rotors replaced.

Business

Response:

November 11, 2013

Review: On January 15th 2013, I traded a [redacted] to CarMax and purchased a [redacted] from the same CarMax. I decided to purchase the vehicle from CarMax because the price was decent and, per their website, their used vehicles go through a 125+ point inspection and undergo a minimum 12 hour restoral process to make sure the vehicle is in “like new” driving condition. The vehicle had just over 80,000 miles on the odometer when it was purchased. When I purchased the vehicle, I also opted to purchase the extended “[redacted]” warranty to cover the vehicle up to 120,000 miles with a $250/$300 deductible on repairs.

The first repair came within a few weeks of owning the vehicle in the form of the temperature control lights being burned out. I originally returned the car to CarMax for the repairs as it was still within the first 30 days, and there was a 30 day service warranty through CarMax. What followed has been a used car horror story, to which I feel I have no relief. The problems with the car, as well as the service representatives and mechanics at CarMax, led me to begin taking the vehicle to a [redacted] dealer for the subsequent repairs, but there have been so many, to which CarMax is assuming no responsibility for the vehicle at all. What follows is the exact repair history since I have owned the vehicle (maintenance oil changes not included), to which I have all documentation to back up the horror story of this vehicle:

1. 02/06/13 (opened) - 02/08/14 (car returned)

o Cost: Free (within warranty)

? Concerns:

1) Climate Control Lights Inoperable

2) Front passenger brakes sound as if grinding

3) Emergency brake doesn’t hold

? Repairs

1) Replaced Climate Control Assembly

2) Turned and replaced rotors due to excessive rust, added new brake pads, bleed brakes

3) Adjusted rear drums and resurface rotors

2. 04/16/13 (opened) – 05/03/13 (car returned)

o Cost: Brakes (Still under warranty per previous repair), Additional work: $250 warranty deductible

? Concerns:

1) Brakes squeaking

2) Noise from front end like something loose

? Repairs:

1) Replace front rotors (again)

2) Replace front control arms and bushings, replaced front stabilizer links

3. 07/15/13 (opened) – 07/17/13 (car returned)

o Cost: Free (within last service warranty for all concerns)

? Concerns:

1) Emergency brake still does not engage properly

2) Front brakes still squeak

3) New noise coming from front suspension

4) “Click” noise when initially moving forward/reverse

? Repairs:

1) No repair as mechanic could not duplicate

2) Replaced front brake pads with OEM pads

3) Replaced sway bar bushings

4) Mechanic attributed issue to front brake problem

4. 08/19/13 (opened and car returned)

o Cost: Free (still under warranty from previous repair)

? Concerns:

1) Car drives as though going over washboard constantly, at any speed (suspension)

? Repairs:

1) None. Mechanic advises right front tire is chopped and could cause the noise. Recommended regular rotate and balance of tires until replacement necessary (completed prior to bringing car in). Recommended replacing both front tires.

It was at this point that I decided to cease putting my trust in the mechanic and service group at CarMax. A few factor led to this decision:

• The service manager, [redacted], advised me that the reason my brakes squeak was because we are in Colorado and it is a dry climate. I have never had brakes squeak like these did, which was the reason I kept bringing the car in to repair them. The reason for the timef[redacted]e between repairs is because I was allowing them to “break in” for a few thousand miles before personally declaring a problem

• The vehicle was brought in on 3 separate occasions for the suspension, to which each time the issue was not resolved and/or a new issue arose.

• The service manager, [redacted], attempted to inform me that the problems I was experiencing with the suspension was due to aftermarket rims that were put on the vehicle (for no more than a week). Suspension issues were all reported prior to aftermarket rims being added to the car. Subsequently, the aftermarket rims had not been on the car since [redacted] attempted to use them as the source of the problems. They were added back to the car this year for approximately 8 days, but the problems continue with or without the rims. No other mechanic has ever advised that these rims could be the source of the issues, especially since they begin before the rims had ever been put on the car. Problems have continued to this day, without the rims.

• The service manager, [redacted], informed me not to buy tires from them as they would not provide as good of a price and would not include free balance/rotations.

• The final time the vehicle had been in for the suspension and the mechanic stated he did not feel any issues, but inclined to tell me the tires were the problem, I had already taken the car to a friend that works at another dealership and he felt the issue, but advised me that it may have been due to the recent repairs not having a chance to settle. Another reason for the length of time between bringing vehicle in.

Next follows the repairs that were then done at different mechanics due to the observed incompetence of the CarMax Service department.

5. 09/03/13 (opened and car returned)

o Cost: $273.16

o Location of repair: Discount Tire

? Concern:

1) Still have noise in front of vehicle

o Comments: Because I really had no place to turn at this point and the fact that the noise in the front end continued to get worse, I decided to take the CarMax mechanics’ advice and purchased 2 new tires. This did not resolve the issue.

Between the tires and the next repair is a time period where I was unable to afford the cost of repairing the problem, which subsequently got worse, however, this is still close to within the 1st year of purchase of the vehicle.

6. 01/22/14 (opened) – 01/24/14 (car returned)

o Cost: $300 (non-CarMax service center warranty deductible)

o Location of repair: Pro [redacted]-J[redacted]

? Concern:

1) Still feels like going over washboard at all speeds

2) Advised that vehicle had power steering leak when vehicle in for routine oil change

3) Clicking noise when turning wheel

? Repairs: Left and right ball joints have excessive play as well as upper control arm joints found. Replaced control arms and ball joints. Rack and pinion confirmed leaking and replaced to repair. Also repaired outer tie rod ends.

7. 02/05/14 (opened) 02/06/14 (car returned – repairs declined due to cost)

o 02/19/14 (opened for previous repair) – 02/20/14 (car returned)

o Cost: $822.66

o Location of repair: Pro [redacted]

? Concern:

1) Engine whines on start-up and when accelerating.

2) Power steering pump hums and steering wheel is squeaky

? Repairs: Water pump leaking and timing belt replaced

After the timing belt and water pump were replaced, I had not brought the car in for any additional repairs, even though multiple additional repairs were recommended by the Pro [redacted] mechanics. The cost of replacing the timing belt tapped my funds, especially since my fiancé is at the point of finishing school to be a surgical technician and I am beginning to shoulder the majority of the bills on my own. The vibration from the front of the vehicle is still occurring. Because the vehicle has now been to 2 separate mechanics for the same issue and has still not been repaired, we had decided to wait out the end of my fiancé’s schooling and just get rid of the car and get something new, even though we will be upside down on the vehicle and will increase my loan amount substantially. This decision did not prepare me for the incident to come.

On April 12th 2014, I was driving my 3 daughter’s back to their mom’s house. Upon leaving from my ex-wife’s house, I heard a noise that sounded like something fell off of the car. I pulled over in a nearby apartment complex and exited the car and walked around, inspecting it. I did not see anything out of the ordinary right off the bat and decided I would take and closer inspection when I returned home. When leaving, I immediately felt pressure on the rear wheels (at this point, I could not determine which side it was coming from). As I continued to drive, the pressure continued to get worse. When I arrived home, I took another look at the vehicle and noticed, on the rear passenger wheel, that the bolt that holds the caliper and caliper bracket on the car snapped and the caliper was considerably out of position. The outer edge of the rotor had also been chewed up because of this issue. I had the car towed from my house to [redacted] on that Saturday. Per the mechanic at [redacted], the bolt that holds this caliper bracket in place is designed not to come off or break in most cases. They concluded that the most likely issue was that it was not tightened properly and that caused this issue. On the following Monday, I contacted CarMax, as they were the last mechanics to touch the rear brakes. The [redacted] warranty was set to cover the damaged side of the vehicle, however, would not cover the driver side (these parts were recommended to be replaced by the [redacted] mechanic because it would not make sense to not do both sides, as they put it). My intentions were to have CarMax cover the cost for the repair above and beyond my warranty deductible. CarMax advised that they could do nothing to assist me and claimed they had not ever done any type of repair on the rear brakes, even though the first 3 times the vehicle was brought to them, a rear brake problem was reported. The first work order indicates that they did, in fact, repair the rear brakes by adjusting them.

8. 4/12/14 (opened) through 4/15/14 (car returned)

o Cost: $300 warranty deductible and $302.84 to mirror repairs on opposite side

o Location of Repair: [redacted]

? Concern:

1) Pressure on rear wheel while driving

2) Caliper bracket visibly broken (photos included)

? Repairs: Replace rear driver and passenger rotors, brake pads, calipers, and caliper brackets

My entire complaint boils down to this: CarMax claims to inspect all vehicles and restore them to “like new”, however, this does not appear to be the case with the vehicle I purchased. I have had numerous problems that should not be experienced on a new vehicle, used or not. It has been argued in my dealings with CarMax, by them, that these issues should be no surprise, given the mileage of the vehicle upon purchase and that I need to take ownership of the car; but based on the claims of the CarMax website and commercial ads, the vehicle should have been like new before ever reaching their lot for sale. In my opinion, this means that all normal maintenance for this mileage should have been completed (Tune-up, Timing Belt replacement, Radiator flush, etc…). None of these maintenance repairs was done on this vehicle, as per the numerous other mechanics that have inspected the car.

As stated before, I have all of the work orders showing the repair history since my ownership of the vehicle. To make this right, I believe CarMax should refund all of the money I have paid to my loan up to this point, as well as provide me with the agreed upon cash value of my trade in, and forgive or cover my loan amount, so that I may purchase a new vehicle. Not including the various repairs, I have paid close to $10,000 for this vehicle (monthly payments to car loan and value of my trade in), and have spent $2,248.66 in repairs (deductibles and out of pocket for non-warranty work), all with in the first year of owning the vehicle. As stated previously, I believe the only fair recompense for these issues is for CarMax to refund all money I have paid towards the loan thus far and provide me with the value of my original trade in. This would be a refund totaling $9,748.61 ($4,248.61 in payments towards loan amount and $5,500.00 trade in value). They should also then forgive the remaining amount of my loan. This will allow me to purchase a new vehicle with no marks to my credit score for this loan.Desired Settlement: I would like to be refunded all money I have paid towards the loan as well as the value of my trade in. The total of this would be $9,748.61 ($5,500.00 trade in value and $4,248.61 paid towards loan). I would also like the ramining debt to be forgiven and I can return the vehicle to them.

Business

Response:

June 3, 2014

Review: I purchased a used car from CarMax Auto Finance in 2009. I have been making my monthly payments towards this purchase and even though I have been a late in making some of my payments, I have always found a way to make my payments towards the balance due on my loan. I became very ill with [redacted] since 2010 and lost my job, my home and everything I had in my possesion, but thanks to God I have always been able to gather up enough money to pat mt loan because I need transportation to get to and from my doctor visits, out patient procedures as well as in patient hospital stays and surgeries. I am currently permanently disabled and have always kept in touch about my situation regarding my finances, health to CarMax so that they would work with me as I make my monthly payments to best of my ability. I even went as far as sending a letter to the President of CarMax [redacted] CEP,President of CarMax Auto Finance sent to [redacted] with all pertinent information including a letter from my [redacted] and a letter from [redacted] where I am currently on their list for [redacted], all this information was sent to him in hopes I would get some kind of response from him personally or one of his office staff members on his behalf. I never received a response or a call from his office. I then also faxed all of this information including a copy of the letter I generated to [redacted] CEO/President to the Customer Service Department at [redacted] so they too would understand my predicament and understand the nature of my concern and issues at hand seeing that my car loan is ready to mature as of September of this year. On their letter regarding my past due it clearly states "Contact our office to make payment arrangements to prevent further collection action" which I always do and I always have consistently. I have now a balance to pay off my loan in the amount of $2347.00, in which to date there has been additional "misc" charges of $30 a month and each day a $2.00 charge is also added to my account balance... neither one of these charges are explained and there are no specifics are to what exactly these charges are for other than for CarMax to make more money off their customers! Therefore, to date of have totaled $30 X's 12 months, X 5 years equals out to approximately $1800 + the additional $2.00 fees which currently total approximately $70 which should be subtracted off my balance due as noted above. therefore, leaving me with a corrected balance of approximately $1400 that I will need to still make payments on due to my financial circumstances and situation. I have tried on multiple occasions as mentioned above to contact the President of CarMax via letter, calls and email to ensure that my car will not be impounded at any given time because I have intact have been making arrangements and payments have and are still being made to CarMax on my loan every month without fail. They also have my account documented with all the information about my financial circumstances, and my health issues that are prohibiting me from paying my loan off sooner. I would like this resolved as soon as possible please. I feel their fee applications and processes are not warranted and are never stipulated on a statement or any other form of communication.Desired Settlement: I would like all the "misc fees" that I am being charged and have been charged in the past 5 years to be calculated and I be solely be responsible for the "true" balance excluding any of their "misc fees, of $30 a month and $2 a day. And I would like this in writing sent to my home address. I would also like for them to accept my monthly payments of $500 a month as I have a family to support as well by myself and all my healthcare costs for medications, surgeries and other expenses. I am permanantely disabled and don't being in much money to pay all my bills, and I am in and out of the hospital with procedures being done and surgery and other tests. Thank you!

Business

Response:

December

9, 2014

Revdex.com

Serving Central Virginia

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

This will confirm receipt and review of a

complaint that was submitted to your office by [redacted].

On March 28, 2009 [redacted] executed a

retail installment contract (Contract) to finance the purchase of a [redacted] through our dealer affiliate, CarMax Auto

Superstores, Inc. The Contract was

subsequently assigned to us for servicing. Shortly after the purchase, [redacted] informed

us that she was experiencing financial hardship due to a medical

condition. Our records show that in the

last 5 years we have provided [redacted] with some accommodation to assist

her through her hardship. For example,

we have granted her 5 payment deferments or extensions, a due date change and

waived 1 late fee.

On September 24, 2014 the final payment

under the Contract was due. However, due

to [redacted]’s late payments and the payment extensions, her final payment

amount exceeded her regular monthly payment.

The outstanding balance on [redacted]’s account as of the date of

this complaint is $1,682.95.

[redacted] indicates in her complaint

that she would like to settle her outstanding balance with a payment of

$1,400.00. [redacted] would like to pay-off

this settlement amount in 3 installments.

In the interest of customer service, we accept [redacted]’s

settlement offer. Our records show that

[redacted] recently made a payment of $684.92. Accordingly, [redacted] only needs to pay

$715.00 to settle her account balance.

[redacted] must; however understand that following

the settlement, we will update our tradeline to reflect that her account is

charged-off and settled for less than owed.

In addition, we

may be required to report all or a portion of the unpaid balance to the IRS on

form 1099-C as cancelled debt. This is

generally the case if the amount of debt forgiven is $600 or more. Accordingly, we encourage [redacted] to

consult a tax advisor regarding the tax implication of settling her account. If [redacted] would like more information

regarding settling her account, she should contact Curtis Potts at

770-792-4750, extension 8556.

Thank you for bringing this complaint to our

attention and for the opportunity to provide this explanation. If you have any questions or concerns, please

contact me at [redacted], extension[redacted].

Sincerely,

Legal Assistant

CarMax Auto Finance

CC: [redacted]

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.

Although Carmax did relay their settlement agreement regarding and in response to my complaint, I would like the balance written off as a Charity adjustment not [redacted] reported to[redacted]. I am on total disability and do not or should not have to deal with any issues regarding this matter and should be handled as such. My sister spoke with Carmac yesterday to give us something in writing and also informed her that once we have paid remaining balance in full, he would mail us the "title" to the truck. We need this in writing from Carmax with all pertinent information as noted in the response sent to your office at the Revdex.com.

Review: Over one month ago (Sept 3rd) I sold CarMax (at [redacted]) my car. A car I originally bought from them 19 months ago – I wanted to trade it for another CarMax car, but the sales manager would not hold the car I wanted for one night, so I sold them mine back.

A [redacted] refinance check was also in the mail – CarMax assured me they would not cash it because they just bought the car back. They cashed it anyway.

Problem – they bought my car and also cashed a refinance check (that they promised they would not cash). Now, since it’s over a month since they bought my car, I owe a payment on the refinance they cashed. A payment on a car I don’t even have. They have taken so long to pay [redacted] back it’s accrued $79.06 in interest. Also, since a payment is due they are threatening my excellent credit rating. I call CarMax’s number often and get nowhere – telling me they will call back with a [redacted] tracking number, I’m not allowed to talk to the accounting department, I can’t talk to accounting because they are in a meeting and so on. I had talked with a [redacted] whose supervisor, [redacted], assured her they would [redacted] overnight the payoff check to [redacted] and cover the interest they have caused. I waste time calling over and over and get nowhere.Desired Settlement: Overnight [redacted] payoff to [redacted] before 15 Oct 2014 to prevent my credit from being affected. Also, to cover the interest that has accrued due to their untimeliness and lack of urgency.

Business

Response:

November

11, 2014

Revdex.com Serving Central Virginia, Inc.

RE: Consumer

Complaint of W[redacted]

Dear

Sir/Madam:

This confirms receipt and review of [redacted] complaint. We are happy to

inform you that [redacted] concerns have been addressed. Our records show that a refund check was sent

to [redacted] on October 14, 2014. We

confirmed through a [redacted] representative that [redacted] account with [redacted] is

paid in full and that no additional amount was required from him to close his [redacted] account.

[redacted] complaint arose from a very

unique set of circumstances. On February

13, 2013, [redacted] executed a retail installment contract (Contract) to

finance the purchase of a [redacted] from CarMax [redacted].,

our motor vehicle dealer affiliate ([redacted]). The Contract was subsequently assigned to us

for servicing. On September 3, 2014, we

received a pay-off check from [redacted] in the amount of $32,157.03. Apparently, [redacted] had reached out to [redacted] to refinance the Contract. On September

4, 2014, [redacted] called to inform us that he sold the [redacted] to our [redacted] and that a pay-off check from our [redacted] should be

expected. On September 8, 2014 we

received a pay-off check from our[redacted] and we immediately initiated

the refund process for the [redacted] pay-off check.

Several factors contributed to the delay in

[redacted] receiving the refund check. For

example, because of the amount of the refund, the approval process required

several layers of review before the refund check could be issued. Our records also show that we omitted to

include [redacted] account number on the initial refund check that was sent. Because [redacted] could not process the check

without an account number we had to stop payment on the check and reissue a

second check.

Thank you for bringing this matter to our

attention and affording us with the opportunity to provide this

explanation. We are deeply sorry for the

inconvenience caused to [redacted]. We

always welcome feedback from our customers because it directly impacts our

ability to meet our commitment to deliver an exceptional customer

experience.

If you

have any questions or concerns regarding our explanation, please contact me at [redacted] extension[redacted].

Sincerely,

Legal Assistant

CarMax Auto Finance

CC: [redacted]

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will 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: [redacted].

Regards,

Review: After failure to repair my vehicle properly over the course of 7 months (as of 9/10/2014), I was given the option of picking another vehicle from CarMax and receiving a refund of only my down payment ($2500.00) and select after market parts (at their discretion) that I had placed on said vehicle. They are refusing to refund me the monies that I paid to the finance company in the amount of $302.54 monthly; stating that they have never done this process (buying back a vehicle) before, which would mean they are keeping an additional $1500 of money that does not belong to them. They are not only going to make money off their ability to resale the vehicle, but are pocketing money I had to pay into a vehicle that I was not even able to drive a complete 2 months total out of the 7 months of owning it because that's how often they had it in their possession for mechanical failure.Desired Settlement: I would like to be compensated for the down payment, all monies paid to the finance company Santander Consumer USA, and the aftermarket parts that we (CarMax representative and myself) agreed on.

Business

Response:

September 24th, 2014

Review: I purchased a used [redacted] from Car Max in February 2013. Within the first 2 months of owning the vehicle I had some issues. The first time I went in, I believe it was a suspension issue which was addressed, I also shared my concern of the vehicle hesitating but they said it was fine. I again, took the vehicle in after my full 30 day warranty when the vehicle was visually leaking fuel from the fuel line, I sent pictures in. They apologized, fixed it even though the warranty was expired and I went on my way. The vehicle continued hesitating, and the transmission seemed to be slipping and I contacted them, they said nothing was wrong. Starting in April of 2014 I have had several issues. I took the vehicle in for the manufacturers ignition switch recall, the vehicle was taken to [redacted] as they were handling the repairs. There, I told them my transmission was acting up, it ended up needed a valve cover replacement, as well as an alternator, and a new Serpentine belt(which the dealership was responsible for.) These items were covered under the Max Care warranty I purchased. A while later, I smelt burning oil. I took the vehicle in and it needed new struts, so one was replaced because the warranty company didn't deem the other necessary to be fixed. The smell continued as well as the transmission slipping, I again took the vehicle into [redacted]. The reasoning for taking the vehicle there is because they have no mileage limit as to where their courtesy van can take you, Car Max does and they could not get me in. At this point I was told that my catalytic converter needed replaced and was not covered under my warranty. I called and talked to a manager at Car Max in Urbandale on the 15th of July and spoke to [redacted]. He looked into the situation and said he couldn't help. I then called the following day and explained my situation and spoke to a production manager at the same location. He stated he would call me back by the end of the business day but never did. I took the vehicle elsewhere to have it fixed, it also had to have a portion of the exhaust pipe replace because it was rusted through. I just got the vehicle back, and the transmission is still slipping. While I understand that I purchased a used vehicle, these are far too many issues and for an exhaust pipe to be rusted through must have happened long before I purchased the vehicle. I have only had it for a year and a half, this is not straight forward or stress free. I apologize I do not have the specific dates and repairs but would be happy to provide the VIN number so it can be researched.Desired Settlement: I would like the transmission repaired, or even replaced, I would also like the vehicle fully inspected for all issues and would be willing to discuss what Car Max will cover and what my warranty will cover because. If this is not something that can be done I will consider legal action. I have missed too much work and spent too much money for a car that is supposed to be Car Max qualified.

Business

Response:

August 12, 2014

Review: I believe they sold me a flooded car.

I purchased a [redacted] with about 17000 miles. I it was about 8:30 pm. The next day during the day time I noticed how rusty the wheels and brakes are on this new car. So I looked at the carpet and noticed that it has been replaced and not professionally put back in. There is a flood oder in the car. These are all the signs of a car being flooded.I don't appreciate them selling me a flooded car knowing they are covering it up.Desired Settlement: I want a certified auto mechanic to check out the car to see why this new car is rusty underneath. If this car has been flooded I want to be refunded .

Business

Response:

May 29, 2015

[redacted], Operations Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

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

Dear Mrs. [redacted],

Thank

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

her purchase of the Vehicle from CarMax of Baton Rouge, LA (“CarMax”) on May

12th, 2015.

In her complaint, Ms. [redacted] stated the

Vehicle had flood damage present at the time of her purchase. CarMax guarantees

not to sell a vehicle with flood damage. CarMax would appreciate the

opportunity to investigate further and inspect the Vehicle to confirm that

there is no flood damage and to address Ms. Washington’s concerns. Please

extend the invitation to Ms. [redacted] to contact CarMax.

She may make an

appointment for inspection with the service department at [redacted]. Ms.

[redacted] may also reach me at [redacted], ext. [redacted] with any further

questions.

Thank

you kindly for giving CarMax the opportunity to respond to this matter.

Sincerely,

Analyst, CarMax Customer Relations

Review: I bought this car march 25th,, 2015 and I have been back 4 times to car max in raleigh as there is always a problem with the car. They told me that this car had no issues and that they would fix anything.

the air con had a old filter in and smelled very bad so they said they changed it??

After I left, my keys wouldn't work the signal was problem, so I went back and they gave me 2 new keys, then I came home and I couldn't open my car, so I had to drive 30 mins to get to the location to have them look why this was not working, they then told me the signal is broken and they have to send it to [redacted].

I told them please tell [redacted] to check everything and make sure I will not have problems.

Within days I had an oil leak under my break pad, so again, I had to leave work and go to [redacted]. [redacted] claimed that this was oil they put under the pad to stop squeaking but it was oil everywhere under the pad and worrying.

Now, I have had an expert which is a friend of a friends look at my car, and has told me I have been sold a very bad condition car, this is what he found and told me that it is not worth 17,000

I am paying 285 a month for 5 years thats what the plan is. I asked for a car fax and they did not give me any details of the car.

He found that they have left an exposing wire in the engine area and this should be covered.

he also found that they replaced one part of the engine but left the middle one old and that will cost me a lot if something goes wrong with it next year.

he also found that it didn't have much oil filled up and the tires were very low on air on all all 4 tires.

I just bought this car and the oil and tires should have been good.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I would like my car fixed totally and make sure these is no exposing wires and the old engine replaced, check on any oil leakage. if there is another problem then I would like to return this car as I have a job and have bills to pay and I cannot afford to keep going back and forth to car max when things aren't fixed or carried out.

thank you.

Business

Response:

May 5, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Miss [redacted] regarding the [redacted], [redacted]

(the “Vehicle”) that was purchased on or about March 16, 2015 from the CarMax

store located in Raleigh, North Carolina (“CarMax”). In this complaint, Miss [redacted] is

requesting that the engine be replaced or to return the Vehicle if there are

further mechanical issues.

Miss [redacted] brought the Vehicle to CarMax on or about

March 25, 2015 with concerns of brake noise, sound from the auxiliary input and

key fobs not working properly, and to have a new power point outlet installed. CarMax was unable to duplicate the brake

noise and all brake pads measured at 9/32" or greater. CarMax replaced the power point outlet and was

unable to duplicate the concerns with the auxiliary input. New key fobs were ordered by CarMax, then picked

up and tested by Miss [redacted] on or about April 9, 2015.

Miss [redacted] brought the Vehicle to CarMax on or about

April 14, 2015 with concerns of a smell coming from the air vents and that the

new key fobs would only work in close proximity to the Vehicle. CarMax took the

Vehicle to Flow [redacted] and authorized the recommended replacement of a receiver which

resolved the concern with the key fobs. CarMax

replaced the cabin air filter to address the smell coming from the air vents.

On or about April 23, 2015 Miss [redacted] advised CarMax of

a concern with fluid underneath her brake pedal. Miss [redacted] took the Vehicle to Flow [redacted] on

April 27, 2015 to review the concern. Flow

[redacted] advised there was excess grease that was used to lubricate the hardware

for the pedals and cleaned it for Miss [redacted]. This resolved the concern.

All repairs have been covered by the CarMax Limited 30 Day Warranty

at no cost to Miss [redacted]. While the

Limited 30 Day Warranty has expired, Miss [redacted] did purchase the MaxCare

Extended Service Plan which will offer coverage until the Vehicle reaches

100,000 miles or March 16, 2020, whichever occurs first. CarMax considers the mechanical concerns

resolved and is declining the settlement set forth in the request.

CarMax appreciates the opportunity to respond to this

complaint.

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

have any questions.

Sincerely,

Analyst, Customer Relations

Review: I went to carmax to purchase a vehicle. I went through all the appropriate paperwork to trade in my car and purchase a vehicle from the Carmax location on [redacted] in [redacted], **. At the time, my car was being refinanced and thus I was unable to purchase a vehicle and complete the trade with Carmax. I was informed that the paperwork was not processed since we figured I could not complete the transaction and that I would not be purchasing a vehicle from this company. I was informed that since the paperwork was never finalized and processed that it wouldn't affect my credit or be reported to the credit bureaus. A few weeks after all this happened I received a letter in the mail discussing my credit application and outcome of the credit inquiry. Carmax had ran my credit application without my appro**l and without any significant personal information needed for the application. They informed me that it would not affect my credit and would not be reported to the bureaus since the paperwork never went through and instead it processed completely and myself and my girlfriend both took hits to our credit score.

We have looked online for any known issues related to our problem and have found that we are not the only people who have had this experience with Carmax, Inc.Desired Settlement: I would like for mine and my girlfriend's information to be corrected as to now show a credit request from Carmax. Fixing this issue would keep from hindering our credit score and remove attributes that have been added to my credit report due to Carmax's actions.

Business

Response:

November 18, 2014

Review: I recently purchased a vehicle from CARMAX and traded in my old vehicle. Only they did not conduct the transaction as a "trade-in". They purchased my vehicle and used the money as a down payment. I had to pay taxes and register the new car myself because I live out of state, which I did not mind doing. When I went to the [redacted] to complete everything as far as paying taxes and registering I learned that because they did not "trade-in" my vehicle I was going to pay a substantial amount more in taxes. I feel as though this is a serious issue with the customer service. It is unacceptable in two ways. 1) If they did not realize that this was what would happen it is a serious lack of expertise on the side of thier finance department. 2) If they did know it would happen it should be explained to the customer and reasons given on why this is thier business practice. My experience with CARMAX, other than with this issue, was great. They seemed to go out of thier way to accomodate me. However, this was a huge issue for me. It resulted in me having to pay a substantial amount more overall for my vehicle. It was a big of an enough issue that I would NOT recommend CARMAX to anyone in the future. I feel though it is a shady business practice to not FULLY explain financial aspects to a customer , especially when the customer has to conduct a portion of the transaction that is traditionally performed by the dealership.Desired Settlement: I would like to be refunded the amount of taxes I paid on the trade-in value of the vehicle CARMAX purchased from me.

Business

Response:

August 23, 2013

Via Electronic Mail

[redacted], Operations Supervisor

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 <st1:PostalCode w:st="on">23236

Re: [redacted]

Dear [redacted]:

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

On July 18, 2013 [redacted] purchased a [redacted] (the “Vehicle”) from CarMax in <st1:place w:st="on">[redacted], <st1:State w:st="on">Utah. In his desired settlement [redacted] stated he would like to be refunded the amount of taxes he would have gotten on a “trade in”.

[redacted] did not sell CarMax the vehicle on the day he purchased the vehicle because he lived out of state and did not have the title with him. After purchasing the vehicle on July 18, 2013 he sold us his other car on July 25, 2013. The state of <st1:State w:st="on"><st1:place w:st="on">Utah has a program that gives incentive in taxes if a car is traded in on same day car is purchased. CarMax is in compliance with state of <st1:State w:st="on"><st1:place w:st="on">Utah. We are sorry.

If you have any questions, please contact me at ([redacted]) [redacted], extension [redacted]. Thank you for providing CarMax with an opportunity to respond.

Sincerely,

Review: Purchased a [redacted] with trade Saturday (01/11/14) at Carmax Irvine location. Worked with [redacted] and [redacted] (sales). [redacted] completed the trade/purchase. Met with [redacted] to look at the car. I commented on the cars dirty interior and other scratches outside of the car. [redacted] said get a good detail for the inside and if I find anything else wrong, take it to any Carmax to repair (dents, malfunctions, etc.) within the 30 days. He started the car and navigation and told me that it had [redacted]. He said he would have the 3 month trial activated before I leave. He opened and closed the trunk and led me inside to complete the trade. After paperwork completed [redacted] gave me the keys to the car. He said the car was fully inspected, washed, and gassed. Within the first hour the car made a loud click-clack noise and a burning smell from under the hood (on the driver side). I immediately told [redacted] and he said to take it to Carmax. He also told me the service department was closed on Sunday. The car was inoperable the remainder of Saturday and Sunday. I took the car Monday to the Ontario location and reported the several issues (burning smell, click-clack noise, tire sensor activated, [redacted] cord broken, [redacted] not working, [redacted] not working, window crack, and issues with front tires). I requested an additional 5 day guarantee because the car was inoperable for the entire time of the 5day period. I spoke with [redacted] (Irvine) and she emailed me an additional 5 day guarantee once I retrieved the car. The car was under service 01/13/14 to 01/17/14 with outstanding issue with the [redacted]. I was told to speak with my salesperson about the [redacted] issue. I retrieved the car 01/17/14 and spoke with [redacted] about the [redacted] and he said that he would talk to his manager and call me back. He has never called me back about this issue. On 01/21/14, I emailed [redacted] (within the 5 day guarantee period) regarding [redacted] and additional malfunctions discovered and she never contacted me back either.Desired Settlement: Carmax did not honor 5 day guarantee, trade no longer available. Requesting issues be repaired and made operable as promised. [redacted], Passenger side dent, Major scratches on vehicle, Passenger side window squeaky, Air conditioning smell, Passenger seat faulty (will not move forward to gain access to the rear seat). I am totally unhappy as I have purchased four cars ([redacted]) from Carmax and never faced horrible sales and customer service such as this.

Business

Response:

[redacted]

Revdex.com

Review: I purchased a [redacted] in [redacted] three years ago with my now ex husband. Both names were on the credit application. The title was issued to [redacted] AND [redacted]. and the [redacted] was added to BOTH of our credit reports. A year and a half later I was given full financial resp of the [redacted] in our divorce. I was to remove his name from the title but CarMax refused. We were both going to be held responsible regardless of what the divorce decree stated. I recently sold this [redacted] to [redacted] of[redacted]. Because [redacted] name was on the title I had to get it signed and notorized as well as submit a copy of my divorce decree. [redacted] and I both signed the title over, and [redacted] is now the owner of this vehicle. This week, CarMax Auto Finance issued a check for the unused portion of the warranty, as well as the GAP ins. The check was for 684.00. It was issued in [redacted] name only, and was sent to his address. He cashed the ck and is refusing to give the money to me. I tried to resolve this with my local CarMax store but was told it was not their error. It was an error at the corporate office. The corporate office states it is their policy to issue refunds to the PRIMARY applicant, even though the car was titled to [redacted] AND [redacted], not OR. I was told by [redacted] in Customer Relations that I should get an attorney because his employer, CARMAX, is in the wrong. This entire situation could have been avoided if CarMax had issued the refund from our loan in BOTH names and not just [redacted]'s name. When [redacted] rec'd this ck in the mail, he sent me a picture of it and said "Look what I received. Im keeping it" I immediately called CarMax gave them the check number, and amt and asked them to stop pay and reissue to BOTH parties, and they said they would have to call me back. Now they won't help me because the check has cleared their bank.Desired Settlement: I simply want CarMax to issue a refund to me to fix THEIR error. They gave away MY refund check on a car that I've made payments on. Kevin can not show that he has paid one penny on that [redacted] yet he rec'd the full refund.

Business

Response:

September 22, 2014

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.

Review: I searched the CarMax website for a [redacted] with DVD by filtering my results by location and whether or not it had a DVD system. I found one that had DVD installed and inquired about it. I ended up buying it and driving it home. When I got home, I noticed there was no DVD installed. I contacted CarMax Escondido about it. They asked if I could get a screen shot of what I saw on the ad. I provided them a screenshot that showed my vehicle with DVD System included as one of the top features. They asked for more screen shots but when I tried going back to the page, it was no longer posted. I explained that was the only screenshot I had, that I only took one screen shot to show my wife before making any purchase decision. They stalled until after the window for canceling a contract in CA had expired before telling me they were not going to do anything about it.Desired Settlement: I would like either the dual screen DVD system installed free of charge, or a check equal to the amount I will need to pay to have it installed.

Business

Response:

February, 24, 2014

Review: On June 14, 2014 I sold my [redacted] to Carmax as we were be relocated to [redacted] by our company. The price Carmax offered was far below market value because they claimed there was sludge in the oil and the engine must be replaced which would cost approximately $6,000. A month later, I googled the VIN number and found it was being sold by a dealer in Florida for $10,000 more then I received from Carmax. The dealer provided a [redacted] and I saw no mention of the engine replacement. I e-mailed Carmax who told me they did NOT put the sludge problem on [redacted], saying it was not something they should report. I contacted [redacted] who told me that this SHOULD have been reported and that they make this easy to do. Carmax just chose not to do so. I feel this is extremely un-ethical of Carmax. This policy needs to change.Desired Settlement: report all known problems to carfax

Business

Response:

September 9, 2014

Review: Me and my husband went to a [redacted] location Carmax and we originally purchased a [redacted] for our expanding family , to make a long story short we purchased the car had many issues electrical ect , the car was in the shop more days then we have drove the car so we called to speak with the manager at the [redacted] location he stated he would take the car back and to just go find another car either at this location or another Carmax , So we decided to go to the Carmax in Garland we came across a truck that my husband liked and we were told the truck had( NO ACCIDENTS) per there Auto Check report that Carmax uses . So we purchased the truck in Good Faith there was nothing wrong with the vehicle and there were NO prior accidents to the vehicle before we purchased . Come to find out there WAS a Accident on the vehicle per a CARFAX Report the vehicle we had purchased had hit a fence ,airbags deployed the truck had driver side damage , I would not have purchased a wrecked vehicle so we took this information to the dealer and he let us speak with the ( BUYER ) and he wanted to look at the vehicle and confirmed the truck had been painted on the hood and fender on the driver side , so he offered to buy back the vehicle at a lower price then what we paid for the vehicle , and also tried explain why Carmax does not use Carfax because they don't know where they get there information from . I also called and spoke with someone in the corporate office about this situation and they called the Carmax and spoke with the (BUYER)once again and the buyer offered to let us take it to a third party person to have the vehicle looked at and inspected so we could use that as a selling tool , not helpful . This is not right selling a vehicle as the vehicle had NOT been wrecked , when the vehicle HAS been wrecked and now the car has (DIMINISHED VALUE) I cant believe Carmax does this to there customers and Veterans .Desired Settlement: Buy the truck back at the original purchase price , for selling us a car that has DIMINISHED VALUE because the truck had been into a accident and was not disclosed to us .

Business

Response:

23 August 2014

Review: I was guaranteed and oil change and filter for up to 35,000 miles when I called to schedule that day we had to pay for it when the representative told me that I could get it for free 35,000 milesDesired Settlement: when I purchased my vehicle my 2013 Fiat I was advised that I would receive a free oil change and filter up to 35,000 miles when I called to schedule an appointment to get my oil changed and filter was advised by the representatives that was not an option that I had to pay for that when I was guaranteed and granted oil change

Business

Response:

23 August 2014