CarMax , Inc.

Review: When I purchased my [redacted] in February during the first month I brought it in for service for a false start. I was told it was nothing. In August my car had a computer failure when cause me to have to put the car in the shop and pay a $300 deductible. I spoke with the Service Manager [redacted] who said I was to be reimbursed because I did notify CarMax of the issue. After asking the refund be sent to the store for me to pick up and giving my new address he said it would be done, this was September 1st. One 9/9 they sent a check to the incorrect address. I called to follow up and was told a check was being sent to the Laurel Store.After waiting I called 9/14 asking for the status again and was told it was overnighted during the weekend and should arrive. I called the store on 9/15 and was told they werent sure where the check was or what happened so someone would call me after they called HQ. No call on 9/15 so I called 9/16 and was told no one knows what happened but they would ask for another check/ 9/17 I was told again no one knows whats going on and they cant reach anyone in HQ, this was from [redacted] the business office manager. Called again 9/18 and was told they confirmed they overnighted the check and would call 91/19 to pick up. 9/19 [redacted] called no one sent the check and she isnt sure why again. I asked to speak to the manager of the business office or the general manager and neither have returned my call.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I want a full refund of my funds immediately. This is the 3rd horrible interaction with this business office and compensation must be paid.

Business

Response:

October 2, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Complaint ID: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated September 19, 2015 regarding

the Vehicle purchased from the CarMax store located in Laurel, Maryland (“CarMax”)

on or about February 18, 2015.

CarMax’s records indicate that Mr. [redacted] was issued a refund of $300.00 for his MaxCare extended service plan deductible

on or about September 19. 2015. CarMax’s

records also indicate the refund was issued in the form of cash and was

presented to Mr. [redacted] in person.

CarMax appreciates the opportunity to respond to this complaint.

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

Sincerely,

Analyst, Customer Relations

Consumer

Response:

I resolved this issue in person.

Review: Carmax deals with issues that slow the sale by calling them "To Do" lists that they promise will be followed up with promptly. That is not the case. I had two issues:

1. IMy soft top had a rip and they promised to follow up and address it. They have not as of yet.

2. My [redacted] had a trailer hitch, however it does not have the wiring harness and they are wanting to charge me extra to place it.

I suggest any customer contenmplating purchasing from these guys not to consemate your deal until after the issue are addressed.

Once they have your money they have no desire or plans on honoring the terms of your "To Do" or what your Equipment List states you purchased.[redacted]

[redacted]Desired Settlement: 1. Address the soft top fabric issue.

2. Address the missing tow harness.

Business

Response:

July 27, 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 July 13, 2015 at the CarMax

store located in [redacted] (“CarMax”).

In this complaint Mr. [redacted] is requesting for CarMax to address the

soft top fabric issue and the missing tow harness.

According to our records, on or about July 21, 2015 CarMax spoke

to Mr. [redacted] further about his concerns.

CarMax explained that our technicians do not install tow packages

related to the wiring harness needed for the trailer hitch. This is something that has to be completed by

the manufacturer. CarMax also explained

that we needed further diagnosis on the rip in the soft top. This would have to be completed by a

specialized vendor. The Vehicle will

have to be seen by [redacted] and [redacted] to address the concerns

further. CarMax has left messages for

Mr. [redacted] in an attempt to schedule an appointment to assist. Mr. [redacted] has not responded.

CarMax is offering to help address Mr. [redacted] concerns as

requested in the complaint. Mr. [redacted] should

call the CarMax service department at [redacted] as soon as possible to

schedule a service appointment to take care of the concerns.

CarMax appreciates the opportunity to respond to this complaint.

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

have any questions.

Sincerely,

Consumer

Response:

The reply from CarMax Richmond is categorically incorrect. I have YET to receive one (1) proactive phone call from the local CarMax. I know that it is not an issue with my cell phone as I never had any problem getting calls from CarMax when the salesman was trying to close the deal. Corporate CarMax, how do you know the Roswell, GA staff is telling you the facts of the situation? I can assure you they are not. HERE IS WHAT I WANT: A check for $480.16. The breakout is $375 is for the detail of the car, and $105.16 is for tow harness. Receipts [redacted]. HERE ARE THE FACTS OF THE SITUATION: While negotiating the [redacted] car deal I told salesman Brent I wanted the car detailed and the rip in the windows fixed. I told him I would purchase the car AFTER the work requested was completed and Brent said, "no need to wait we will do a 'to follow' or equivalent and that will be part of the deal" and will have to be done. I purchased the car and when I inspected that evening at home I found the well in the back that houses the jack and tire iron ful of water. The jack and tire iron were very rusty like the water had been there for awhile. I returned to [redacted] CarMax in the AM and they agreed to address it. During that time they found the spare key I left did not work with the car and that they would have to order a new one and program it when it came in. They removed the water and gave me a new jack and tire iron they lifted from another [redacted] they had on the lot. I asked about the rip and detail work and they said the outfit that did that would call and mentioned they were surprised they had not called me already to schedule. I was to return on the next Tuesday for the key. The Sunday before I go to haul my jet ski to the lake only to find their is no tow harness. The [redacted] has the tow hitch but no light harness. That Tuesday I go to Roswell CarMax for the key. I mention to [redacted] the no tow harness, she goes to "acting manager" [redacted] and he says it is not "their responsibility" and I should go to [redacted]. I ask about the detail and tear AGAIN. She reassigns it to a different group and again I am told "They will call you.". I go home and leave experience feedback on both [redacted] and Revdex.com. I wait a couple of days, no call and go back to Roswell CarMax. I talk to [redacted] personally and tell him the "tow package" is listed on car window sticker. It is not legal to tow without lights thus lights harness is warranted. He now agrees and tells me to get it done and they will pay for it. I again mention no call on detail work or window rip. I have yet to STILL receive a call. I purchased new windows, thus rip is no longer issue. I had car professionally detailed and had the tow harness placed. Receipts [redacted]. I need not go back to Roswell CarMax. I simply want the work completed I made as part of my deal and that means you owe me $480.16. If I do not get it the next option is to call CarMax finance. Step after that is to go to small claims court (cost is $75 and I will want you to pay for it if I win). The [redacted] entry is very damaging for you and frankly should have been avoided. You have a good system, however, your service area has issues with follow up. People expect better service than I received. Regards,

Business

Response:

August 17, 2015

720 Moorefield

Park Drive, Suite 300

Richmond,

Virginia 23236

Complaint

ID [redacted]

Dear Ms. [redacted]:

I am in receipt of

the additional message dated August 7,

2015 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about July 13, 2015.

CarMax’s records indicate that on August 13,

2015, two refund checks were issued and mailed to Mr. [redacted] (check #[redacted] and check #[redacted] in the amounts of $105.61 and $375.00, respectively). Mr. [redacted] should receive both checks within

7-10 business days.

CarMax encourages Mr. [redacted] to contact

CarMax’s Customer Relations Department at [redacted] if he does not receive

both refund checks.

CarMax 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:

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

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

Regards,

Review: DO NOT BUY FROM CARMAX! CarMax has questionable integrity.BACKGROUND: Daughter-in-law we will call [redacted] had changed jobs for a promotion. Since changing jobs, she had not been paid for one month and had previously not received other income due to her from another state for a foster in her care. She called CarMax to discuss situation and work out a solution and they had told her that there would be no problem and for her to pay what she could. They picked up her car two evenings ago. Obviously there was a problem with her paying what she could! COMPLAINT: Approached CarMax for pay off amount for the vehicle we received three different figures within one three-hour period. None were correct. DETAILS: Went to CarMax to pay off a vehicle for [redacted]. [redacted] called CarMax to get the pay off amount for the vehicle in a.m. They gave her $5,nnn.nn figure. Proceeded to business with knowledge of $5,nnn.nn to pay. Upon arriving, requested confirm of payoff amount from clerk. The clerk had $4,nnn.nn figure. Discrepancy. Requested they confirm the payoff amount before paying to completely pay off vehicle. [redacted] called CarMax again requested a payoff amount and got another $5,nnn.nn figure less than the first. CarMax called the bank and they then gave the original $5,nnn.nn that had first been given to [redacted]. Now frustrated...decided to pay the larger $5,nnn.nn amount to be sure that there would be no further bills from CarMax for that vehicle and to get them completely out of the picture. CarMax then states I could not use my debit card to pay off the vehicle because it could be disputed and they could not give me a receipt PAID IN FULL because there were invoices that had not come in yet so they couldn't guarantee a payoff amount. So I made a "PAYMENT" WITH DEBIT CARD and then PAID "PAY OFF" AMOUNT IN CASH. [redacted] then called to get her car released and they told her that they could not accept my payment and were going to put the amount back on my debit card. [redacted] conferenced me in her call with CarMax and I told CarMax no do not put the money back on the card, it was a payment not pay off. I paid the vehicle off in cash. CarMax then required me to conference in the bank and me to state to my bank that I was not going to dispute the debit payment amount paid to CarMax. I did so and now CarMax states that the car is paid in full and [redacted] will receive her title in 3 to 4 weeks. OH AND that there will be a REIMBURSEMENT CHECK sent to [redacted] that [redacted] will have to pay back her mother-in-law. Flaky, Flaky, Flaky! What? OMG! There are other complaints for not wanting to deal with CarMax that [redacted] has she is also making a complaint because they entered false information on her credit report in September 2014.Desired Settlement: CarMax should honor an agreement when stated that there is no problem when someone is honestly trying to take care of their debt and contacts the company to do so.CarMax should be able to give customers a correct pay off amount - REGARDLESS - of the situation with any vehicle!

Business

Response:

August 21,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

This

confirms receipt of the complaint filed by [redacted] on behalf of Michele

[redacted]. Ms. [redacted] raises several

concerns in her complaint: (1) that we repossessed her vehicle even though we

had agreed to a payment arrangement; (2) that we did not provided her with a consistent

payoff quote on the 3 occasions that she requested payoff information; and (3) that

we do not accept debit card payments to pay-off accounts.

What

follows are the facts surrounding Ms. [redacted]’ complaint with our explanation:

Review: •Bought car on Sunday Sept 15th •Check engine light turned on Wednesday Sept18th •Called [redacted] CarMax and they said drop the car of and they will look at it. Would not accommodate a rental for the day. Asked us if our insurance policy had rental coverage. Told CarMax had the car for 3 days and engine light turned on and you can’t even offer a car for the day. Rental coverage on insurance is only for accidents and not repairs •Dropped off car at [redacted] close to work office (Thursday Sept 19th). Found error and fixed and re-set the light. Said not a big issue and not to worry about it. This is day 4 of having the car. •Check engine light turned on again Saturday Sept 21st. This is day 6th of the car so cannot return car; 5 day policy from CarMax to return the car for any reason. Must have re-set light so we cannot return car. Mechanics are not trained to fix car. Found issue and figured they can re-set light until the 30 days warranty expires and it would have been the buyers issue. Could have easily sent it to [redacted] to fix (Still under Warranty) so no expense to them. Had no clue that the car had manufacture warranty. Have no clue what they are selling. Only worried about getting rid of inventory. Meeting monthly quota. Getting commission check •Called CarMax again Sunday Sept 22nd about issue and no call back •Took car to [redacted] Monday Sept 23rd (Still Under Warranty). Got a courtesy loner car. Called Tuesday and said the catalyst had to be replaced (Est. $1,500 charge) – under manufacture warranty. Got car back Thursday Sept 26th •Called CarMax corporate about the issue. Left message on the [redacted] v/m ([redacted]) of [redacted] CarMax and then received a call from [redacted] a few days later to call him back and that he was calling on behalf of [redacted]. I returned the call and both times they said that there was no one there by that name. So I called corporate to inform them and they put me on hold and were finally able to find out who [redacted] was. Been going back and forth with them to resolve the issue and get some compensation for being negligent and selling a car that was never fully inspected (asked for extended warranty to be paid by CarMax). Do not trust that the car they sold had the 125 point inspection. How did it pass Smog check before selling car???. Car must have had issue all this time and they just re-set the engine light until sold and it would have been the buyer’s issue. Corporate got involved and called [redacted] and South Bay to find out the issue and resolve it. •[redacted] offered 3 vouchers for free oil change. ( s/w [redacted] ). Still Have not received it •[redacted] called and offered. (Called Thursday Oct 3rd). For us to return car and re-do the warranty that they would not offer for compensation. Or they would extend the warranty for another 30 days and they would let us take the car back to [redacted] so they can to a full check on the car and CarMax will pay for it. Called [redacted] spoke w/ Chung for appointment and he asked for payment options and we said that CarMax was going to pay for it. He advised to contact [redacted] to coordinate w/ him. Called CarMax [redacted] twice and also left messages on [redacted]’s v/m ext: [redacted] and also l/m with a worker who said she'd get the message to him and to please contact Chung to coordinate (being that I work that day and trying to anticipate not being late etc. He never did. •[redacted] finally called us back Thursday Oct 10th and Friday Oct 11th to go over options again. Back to square one.Desired Settlement: Extended warranty to be paid by CarMax

Business

Response:

November 25, 2013

Via Electronic Mail

Revdex.com

Re: [redacted]

Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted]. On September 16, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), which she purchased from the CarMax of [redacted]. The Vehicle came with a 5 day Return Policy (“Return Policy”) and CarMax’s 30-day limited Warranty (“the Limited Warranty”). In her complaint, [redacted] is requesting that CarMax pay for the MaxCare Extended Service Policy (“ESP”).

[redacted] brought the Vehicle to the CarMax of [redacted], ** during the Return Policy time with the check engine light on. [redacted] stated that she felt the service department just reset the light because it came back on a few days later. [redacted] took the Vehicle to the [redacted] dealer and they replaced the catalytic converter. [redacted] stated that this was covered under the manufacturer’s warranty and there was no cost to her. CarMax of [redacted] offered [redacted] some oil change coupons as a goodwill gesture for her inconvenience. [redacted] was not happy with this gesture and was directed to the [redacted] CarMax.

At the CarMax of [redacted], [redacted] was given a synthetic oil change for free. [redacted] was offered an extension of the Limited Warranty, a free vehicle wash/detail, and an inspection performed by the local [redacted] dealer. CarMax offered to cover up to $[redacted].00 for this inspection. As [redacted] has declined all of CarMax’s offers, CarMax has no additional remedy to offer.

If you have any questions, please call me at [redacted], ext [redacted].

Sincerely,

Review: I purchased a [redacted]. Car was sold to me stating that car was equipped with [redacted] radio and I would receive 3 months for free. Car was not equipped with [redacted] and Carmax has not offered to pay for tuner or installation. Sales representative is not helpful once car was sold.Desired Settlement: I would like a refund for the [redacted] that had to be purchased and also installation of the tuner since I bought car thinking this was already installed.

Business

Response:

June 3, 2014

Review: I purchased a [redacted] from CarMax in March of 2014. The car had 8000 miles on it and listed for a price of approx. $33,000. I test drove the car, and decided to purchase it. I sat with the salesman and went over details, asked why it was such a great buy, told the car was perfect, but was used as a fleet, and that's why the car was such a good deal. I asked if it had ever been in a wreck and I was told absolutely not and that the salesman had checked [redacted] to ensure the vehicle was not wrecked. I decided to sell the [redacted] in June 2015 but another dealer told me the car had been wrecked prior to us buying it. I went back to my paperwork and found that a copy of the [redacted] had not been put in my paperwork. I took the car back to CarMax where they said yes, the car had been wrecked, but there was nothing they could do about it. They offered to buy the car for $22,500, way under bluebook value. I spoke to the [redacted], Zack L[redacted], and he just said sorry, that's all they could do. They owe me another $2,500, the value of the car had it not been wrecked. I would never have purchased a wrecked car and was misled into believing I was getting a great car, and a good price only because it had been used as a fleet vehicle.Desired Settlement: I want $2,500 from CarMax. This is the blue book value of the [redacted] that a dealer would have offered had the vehicle not been wrecked.

Business

Response:

June 18, 2015

[redacted]Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [redacted]

Thank you for forwarding the complaint 10663046 received in

your office from [redacted] regarding the 2013 [redacted], (the “Vehicle”) that was purchased on or about March

8, 2014 at the CarMax store located in [redacted] (“CarMax”). In this complaint [redacted] is

requesting CarMax to pay $2,500.

At the time of sale, an [redacted] vehicle history report is made

available for all Vehicles that CarMax sells.

CarMax also has a Clean Title Guarantee which states that every vehicle

we sell has accurate mileage, and not is designated as salvaged or

flood-damaged, or we will buy the vehicle back.

According to our records, on or about June 5, 2015 CarMax gave

[redacted] a written appraisal offer of $22,500. CarMax did speak to [redacted] about

the offer and the accident history of the Vehicle. The Vehicle [redacted] report shows a “fleet,

rental and/or lease use record(s)” noted in the title and problem check

section. [redacted] reports that the

title and problem section checks out completely. The [redacted] report for the Vehicle shows an

unknown state agency reported a “collision with a parked motor vehicle minor to

moderate damage reported on or about June 14, 3013” in the detailed vehicle

history section. CarMax inspects

vehicles with an accident that may have been reported to verify that the

vehicle has been repaired properly and professionally. CarMax does not price or make appraisal offers

based on [redacted] value.

CarMax is declining the settlement request as set forth in

the complaint. [redacted] accepted

CarMax’s appraisal offer and sold the Vehicle to CarMax on or about June 5,

2015.

CarMax appreciates the opportunity to respond to this

complaint.

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

have any questions.

Sincerely,

Consumer

Response:

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

I was not provided a copy of the car fax and was told while your employee was looking at the car fax that it was never wrecked. Yes, I sold it back to Car Max for $22,500, under the Blue Book value of $25,000 had it not been wrecked, because no dealer would even think about purchasing it after finding out it was a wrecked vehicle.I honestly didn't think you would care to resolve it after I read all of the information on the web about how Car Max sells wrecked vehicles to customers without disclosing that it was wrecked. In fact, your [redacted], Zack L[redacted], stated "well, it probably just didn't show on the car fax yet." Seriously? A wreck that happened in mid-2013 didn't show on the car fax that was examined in March 2014? No settlement was offered, so there is nothing to accept. I will keep posting to the internet and spread by word of mouth to everyone I know that Car Max is a crook, sells used vehicles, doesn't tell you, but will show you it is wrecked once you bring it back so that they can pay you less money for the vehicle they said was clean. Good job Car Max. My purchase with you was my first used car purchase, and my very last.

Regards,

Review: Our car was confirmed a total loss on July 12, 20131. Carmax cancelled Service contract: Paperwork stated: Balance Due to Customer $[redacted] and [redacted] $[redacted]. The check was to go to us, we did not sign the form notiting to relase any and all information regarding the check written in connection with this transaction to CarMaxThey took the refund and applied towards the balance. That is not on any paperwork.2. The car was paid off by [redacted] on 7/17/2013 $[redacted] - [redacted] was to pay remaining balance. As of 9/3/13 Carmax did not file any paperwork with [redacted] until August 12, 2013 a month after the accident. Due to the delay we are now.A. 30 days late on the loan B. Charged a late fee C. Credit reportingAs of today: September 3rd CarMax shows Past Due balance of $[redacted] Late charge $[redacted] and Current Balance $[redacted] left on the car. WE WANT CARMAX TO FIX THE LATE CHARGE/CREDIT REPORTING AND REFUND US $[redacted] THAT IS OWED TO THE CUSTOMER PER WRITTEN CONTACT.

Product_Or_Service: 2011 Car

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Fix Credit Report of 30 days past dueCredit $[redacted] late feeRefund: $[redacted] owed to customer per return agreement

Business

Response:

October 4, 2013

Revdex.com Serving Central Virginia, Inc.

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

<st1:address w:st="on"><st1:street w:st="on">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: Consumer Complaint of [redacted]

Retail Installment Contract Dated 07/21/2012 (the “Contract”)

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

Account No. [redacted]

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by [redacted]. It is my understanding that [redacted] is unhappy that the $[redacted] refund from the cancellation of her [redacted] ([redacted]) was credited to her account. Further, [redacted] raises concerns over the delayed handling of her [redacted] ([redacted]) claim. Consequently, [redacted] requests that we return the $[redacted] realized from the cancellation of her [redacted] and that we remove or waive any negative reporting or late fees resulting from the handling of the [redacted].

First and foremost, contrary to [redacted] claim, please know that [redacted] was provided with three documents that advised her that if she financed the purchase of [redacted] that any refund realized from the cancellation would be sent to her finance company. Enclosed for your review is a copy of the [redacted], Return Agreement and Cancellation Request. Please pay particular attention to the highlighted sections. The [redacted] was executed by [redacted] at the time of purchase. The Cancellation Request and the Return Agreement were executed by [redacted] when she cancelled her Maxcare. As a result, we must decline [redacted] request that we refund her the amount we received for the cancellation of her [redacted].

In regards to the [redacted] claim, please know that a review of our records shows that the Vehicle was declared a total loss after an accident on July 12, 2013 and that we received a total loss insurance payment in the amount of $[redacted] on August, 08, 2013 from [redacted] ([redacted]). The insurance payment was credited to [redacted] account effective the date of loss. In addition, $[redacted], which is the rebate amount received from the cancellation of [redacted] was also applied to [redacted] account balance. A copy of the payment history for the account is also enclosed for your review. After receipt of the funds from [redacted], we contacted [redacted] ([redacted]), the administrator of the [redacted] claim, on August 12, 2013 and provided all of the documents required from us to process the [redacted] claim. On August 21, 2013, [redacted] sent [redacted] an email detailing what remaining documentation was required from her to finalize the claim. Unfortunately, our records show that [redacted] did not provide [redacted] with all of the required documents until September 16, 2013.

Review: I purchased an [redacted] three years ago from Carmax. Have not experienced anything out of the normal until February 2014, during the periods of snow, I started noticing that my mats were wet, I thought it had something to do with me walking in and out of the snow. Then when it rained, and the insides was wet I felt that was a little to much. I took the car into [redacted] for them to check it out, but their assement was unbelievable, I called Carmax to setup an appointment for them to check the car, since I had multiple things happen. I also called [redacted] to see if the what [redacted] had said was covered, which the representative told me that it wasn't. Just before I was to take the car into carmax, something else happened, which at that time Carmax suggested for me to take the car to [redacted]. I called and made an appointment for them to look at the car, their findings was that there was a problem with the sunroof drain, which after using [redacted], I found that this has been a problem for [redacted] for quite some time and that there is actually a class action in six states for it. [redacted] said that they called [redacted] to see if the part and service was covered which [redacted] informed that that anything water related is not covered. Which in turn [redacted] said they could fix the problem, but the cost would be in excess of $1000, which includes the parts, labor and them having to remove the carpet from the car so that it can dry. The problem with that is, no one knows how long this has been a problem in this car, and the fact that I am driving in a car which has water in the carpets, I am not an electrician but I do know that electricity and water don't mix, also this water could be affecting not only the flooring, but also the wires under the seats. And, with this drying there is a possibility of mold which I am extremely sensitive to. I called the carmax hoping to speak to someone who will help me, I ended up speaking with a sales person name [redacted]. He listed and said that he would speak to someone the next day which was March 25, to see if they would help. He made no promises. The next day [redacted] called and told me to contact a person in the service department by the name of [redacted]. [redacted] said that [redacted] only wanted to confirm that I had an warranty. He then said that when they receive cars with apparent water damage, there is a garage that they use to fix the problem. He then offered me the phone number. I then asked for the name and number of the store manager. [redacted] hesitated, then gave what I feel was a fradulant number, because when I called there was no voicemail announcement nor did anyone answer. As for the garage, it was out of business.Desired Settlement: Because there is no means of saying how long this has been going on, and because I feel this is a health hazard I would for them to take this car, and with what I still owe allow me to select another of course not the same make or model.

Business

Response:

April 18, 2014

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am writing you in response to your letter dated April 2, 2014, wherein you forwarded a complaint from [redacted]. [redacted] requested that CarMax allow her to replace her vehicle.

[redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax store located in Virginia Beach, Virginia (“CarMax”) on or about July 16, 2011.

[redacted] mentioned in the complaint that she took the Vehicle to a [redacted] dealership to inquire on a leaking concern. According to [redacted], [redacted] found an issue with the sunroof drain and provided her an estimate on the cost of repairs.

[redacted] then reached out to CarMax for assistance on the leaking concern. CarMax advised [redacted] the repair would not be covered under her Extended Service Plan and referred [redacted] to [redacted] who could assist in repairing the Vehicle.

CarMax is declining [redacted] request to replace the Vehicle. However, CarMax would like to extend [redacted] the offer to have the Vehicle appraised.

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

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

Sincerely,

[redacted]

Analyst, Customer Relations

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: I purchased the car on October 20, 2014. On April 25, 2015, just 6 month later I almost had a wreck because my back right tire deflated. I got it to a service shop where I was told that the tire was in very poor condition, due to dry rotting and the fact that there were warn plugs and patches in it. I was also told the other 3 tires were dry rotted and needed to be replaced. The tires were confirmed to be original to the vehicle. When I purchased the car, none of this was mentioned. I was told that the tires were in great condition and would last a long time. Carmax has horrible customer service and I feel that I was deceived and put in danger by them not disclosing this information. I believe that they should reimburse me for the tires I had to put on the car, since they elected not to tell me about their true condition on the day of the purchase. Dry rotting is not a process that takes place in a few months, it is a slow process that can take years. Clearly customer safety is not a priority to Carmax.Location: Columbia, SCMake: [redacted] Model: [redacted] Owner/Co-Ownder? YesDesired Settlement: I would like to be refunded for a portion, if not all of the cost of the tires that had to be replaced.

Consumer

Response:

Business

Response:

May 15, 2015

[redacted],

Operations Supervisor

RevDex.com

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. [redacted]

Complaint ID: [redacted]

[redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

I am writing in

response to your letter dated April 29, 2015 regarding the Vehicle purchased

from the CarMax store located in Columbia, South Carolina (“CarMax”) on or

about October 20, 2014. Ms. [redacted]

requested in the desired settlement for CarMax to reimburse her any amount that

she paid to have all four tires replaced on the Vehicle.

Ms. [redacted]

mentioned in the complaint that she had to take the Vehicle to a third part

dealership to address a tire concern on or about April 25, 2015. According to the complaint, the third party dealership

inspected the tires and determined that all four needed to be replaced due to

them being dry rotted. Ms. [redacted] authorized

the repairs at the dealership and contacted CarMax thereafter to seek

reimbursement. However, due to CarMax not being given the opportunity to

inspect the Vehicle prior to the work being completed at the dealership, CarMax

declined Ms. [redacted]’ offer but offered her a $50 service voucher to use towards

any service-related concern. Ms. [redacted]

declined the offer.

If Ms. [redacted]

reconsiders this offer and would like to accept, CarMax encourages her to

contact the Service Department directly at [redacted].

CarMax appreciates the opportunity to respond to this complaint.

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

Sincerely,

Analyst, Customer Relations

Review: I bought a used truck that was painted black underneath to hide severe rust issues. In the 1st year it started making a loud noise from the exhaust. I had purchased the extended warrantee and when I took it in for repair they said the vehicle was so badly rusted they insurance would not cover the repairs. In the time that I have had the vehicle I have had to replace parts that should never need to be replaced on a vehicle. I have the same truck that is 2 years older and have never had these issues. I still owe 4k on this truck and have already put over 5K of repairs into it. I now have to replace the other exhaust manifold and have already replaced the entire exhaust system, brake lines, other major parts of the truck. I also have to replace the gas fill spout because it has completely rusted out. I am so stuck because I still owe 4k on this vehicle and need a reliable vehicle to get to work and can't afford to go buy another vehicle. I can't even fix this vehicle enough to sell it for what I owe on it. The rust issue on this truck was completely hidden when I bought it by black and silver spray paint on the under carriage and mechanical parts. I am so devastated by this cover up and what it has cost me. I have been broken down on the road 4 times with sudden failures all related to the rust. I can't believe a car dealer can sell a vehicle like this and still have a conscious. I have probably not even put 15k miles on this truck since I have had it. I am so afraid to drive it that it will break. I am 61 year old female and taking care of my 92 year old mother and have a small farm. I can't use this vehicle to get my routine groceries and farm items which was the whole reasoning bought it because of fear it will break. I was driving it and the breaks went out. The entire brake tube lines were completely rusted out and had to be replaced.Desired Settlement: I would like a refund so I can get the truck fixed enough to sell and pay it off. I need to buy a truck that will be reliable and I don't have to spend 2-3 K year in repairs that are not ordinary wear and tear. These repairs have been due to this severe rust that was hidden by paint from the dealer.

Business

Response:

October 31, 2014

Review: I purchased the used car in September of 2015. After the 5 days, I had a 30 day warranty to get the car fixed. However, I realized I did not fully benefit from this warranty. The first issue was a coolant leak which caused the engine to over heat. Recieved papers from carmax that there was no leak 9/23. They had the care for a week for a week to fix this. 10/6- took a picture of the coolant leak I found, and took to a shop on the 7th. Returned to Carmax to get it fixed and the alignment done. After I received the car back on the 10/16. They told me there were no other problems with the car. On the 11/14th, I had a report that all the rotors was rusty as well as the brake pads were at 2m. These were concerning factors that I went off the lot with bad/rusted brakes. They did an alignment and knew they were rusted but decided to tell me it was still okay.

Furthermore, the tag was paid for upon the sale of the car. However, I went to Atlanta Tag office for the car and I had to pay again. I contacted carmax for the check, and nothing was resolved. I called the Carmax customer care office for both settlements. I even faxed the repair papers to Sylzia. And there was no response after 12/3/2015.Location: StockBridgeMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I don't want no one else to suffer the same fate as I had. In georgia, there is a high rate of crashes already here, and letting me drive off with bad brakes is a high risk and puts me in danger. If I didn't make the required steps, I wonder if someone else who didn't know would suffer a worse state. I don't want them to treat other customer like this.

Business

Response:

January

20, 2016[redacted], Operations Supervisor720

Moorefield Park Drive, Suite 300Richmond,

VA 23226RE: [redacted]VIN: [redacted] 2006

C[redacted] LT (the “Vehicle”)Dear Mrs.

[redacted], Thank you for forwarding the

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

purchased from CarMax of Southlake, GA (“CarMax”) on September 17, 2015. In her complaint, Ms. [redacted] states that the

Vehicle had rusted rotors and low brake pads.

On January 12, 2016 a manager spoke

with Ms. [redacted] about a brake concern and related repairs. The manager requested that Ms. [redacted] email

him copies of invoices for brake repairs.

As of January 21, 2016 CarMax has not received any invoices from Ms.

[redacted]. CarMax is happy to review these invoices as soon as Ms. [redacted] provides

them. Ms. [redacted] also states that she paid

for Georgia tags at the time of purchase.

Ms. [redacted] states she paid for them again when she later visited the

Atlanta Tag Office. Ms. [redacted]s states

that she contacted CarMax about this and requested a refund. On January 21, 2016 a manager called Ms.

[redacted] to request copies of receipts so CarMax can issue a refund. Once Ms. [redacted] provides the receipts, CarMax

will mail a refund check to her. If Ms. [redacted] has any additional

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

Analyst,

CarMax Customer Relations

Consumer

Response:

Complaint ID:[redacted]Hello, my name is [redacted], and I would like to address why I am dissatisfied with the Carmax Company. As I noticed, they did not uphold their warranty on fixing cars. Especially, the most serious case was the brake rotors and brake pads being rusted and replaced. The car was taken to Carmax for an alignment and other situations. They told me nothing was wrong. This brake problem happened less than a month after warranty. Not only that it took me months to settle this issue with Carmax, but I was rejected help regardless. Furthermore, it took me from November of 2015 to settle this, and it is now February 2016 for this unresolved. I disagree with the response because I looked at the diagram for my [redacted]. They stated that you had to pull the wheel to see the rotors or the pads. I checked it out myself. I can see where the pads and the rotor disk without pulling the wheels off from the outside. I have no doubt that they could see it when they did the alignment under the car. The actionable item I would suggest for the business is covering the bill it took me to get the rusted rotors and breaks replaced. I would even be satisfied with half the coverage.

Review: I took a gamble to write the [redacted] hoping that someone in this company would care enough to treat me with a degree of respect as I have certainly not received it from the local level here in [redacted].

My initial experience with Carmax was position, in fact I was gleaming about how great the experience was. That first impression has deteriorated significantly since the day I bought the car.

The sales associate mentioned when I was test driving the car I purchased that the car had a [redacted] and I thought "oh great"! I bought the car so excited that my experience with Carmax was a positive one.

When I got the car home, I tried programming the [redacted] and it would not work. I texted the sales associate to ask him about this and he said it should be working. Apparently, when I took the car to the service center they looked at me like I was crazy.

I tried calling to speak with the store [redacted] and he didn't seem to take my concern seriously, in fact he pretty much accused me of fabricating the story to get something for free. He was confrontational, entitled and did not care about the sale or me as a customer.

After multiple calls to the service center, I received a call from the [redacted] pretty much dismissing me and not caring that I was wrongfully promised a [redacted] from the sales associate.

I then realized that in fact I had a text message from the sales associate acknowledging that I should have had it working corroborating my statement that the management team denied.

What is so sad about this entire situation is that the company made ME feel like I was in the wrong and inconveniencing them for questioning what I was promised.

The branch begrudgingly offered to pay for HALF the cost of one to be installed ONLY after I provided HARD evidence that they were in the wrong. What is so sad about all of this is that I would have been a long term customer and remained loyal for years if they had only treated me with an ounce of respect.

Unfortunately, I rejected their offer as now it is a matter of principal and I have been so offended after being demonized by the management team.

As [redacted] of this company do you feel this is the way that someone spending their hard-earned money should be treated? I am very curious to see if anyone actually cares!

I can be reached any time at [redacted] Thank you for taking the time to read this.

Best Regards, [redacted]Desired Settlement: I feel the company should honor what they promised came with the car.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite300

Richmond, Va. 23236

Dear [redacted]

Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted](the “Vehicle”) that he purchased on or about October 03, 2014 from the CarMax store located in [redacted]. In this complaint

[redacted] is requesting a complimentary service.

As stated in his letter, during the test drive, [redacted] noticed a Blue tooth button on the wheel. It was subsequently determined that the Vehicle was not optioned with the [redacted] accessory. At that time [redacted] was extended the offer to either return the Vehicle(as he was still within his 5 Day Return Period) or have the accessory installed at his cost. As a gesture of goodwill, CarMax offered a 50/50 split of the cost and installation of the accessory. [redacted] accepted the offer. In regard to [redacted]’s comment regarding the text message, the text was responded to by an associate who was not aware that it had already been researched and shared with [redacted] that the Vehicle was not equipped with [redacted].

CarMax appreciates the opportunity to respond to this complaint and would like to once again extend the 50/50 split offer. If [redacted] is still interested, he can contact the Service Manager

[redacted] no later than close of business on October 31, 2014 to schedule an appointment.

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

Sincerely,

Consumer

Response:

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

I do not feel that the offer provided by CARMAX is ethical considering how POORLY I was treated by members of the management team, locally. The management locally here in San Antonio were dismissive and did not take me seriously until I provided hard evidence. I feel CARMAX for the assault on my character, as well as compensation for my time and stress should put forth a better offer to resolve this issue.

Regards,

Review: I purchased a [redacted] from Car Max in June of 2015. Dec 28, 2015 is the fourth time that this car has been to Car Max for repairs. I asked the sales man when purchasing the car if the vehicle had any recalls. I was informed that it did not. This was not correct. This vehicle has a recall on the oil optimization which impacts the engine. Since the purchase of the car, I have had to purchase about $300.00 in oil in order to replace the oil that is constantly leaving out of the vehicle. The first time the oil issue was mentioned to me, they advised, to just monitor the oil consumption. The second time I had the car in about this issue, I was advised to track the issue & keep receipts & write down the mileage. I tracked, the oil & recorded the mileage. I had to but oil in the car 4 times within a month period. When the car was taken in for service again, I was advised that I needed to track the oil for another 3,000 miles. I have tracked 7 times that I have had to put oil in the car. Unfortunately, there were more receipts that were thrown away in accident by my son. Otherwise, I would have more. The car has not been operable since 12/18/15. I did not have time to focus on the issue until now because my daughter has been in the hospital. I did contact the office in Richmond about my issues on 12/28/15. Currently the car is not running. I am very dissatisfied with the vehicle & I believe the car is a lemon.Location: Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like this car to be replaced with a vehicle that is comparable in price & style. I have only had the vehicle for 6 months and it has truly been a hassle to deal with this vehicle.

Business

Response:

December 29,

2015

[redacted] Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2011 [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 Greensboro, NC (“CarMax”) on June 12th, 2015. In her

complaint, Ms. [redacted] requested that CarMax replace the Vehicle due to oil

consumption concerns since her purchase.

Prior to filing this complaint, on

December 28th, 2015, Ms. [redacted] contacted CarMax Customer

Relations. CarMax worked with a Chevrolet dealership to address the concerns on

the Vehicle and complete a diagnosis. In the interest of customer service, returned

the Vehicle on January 18th, 2016, and refunded Ms. [redacted] of all

expenses since her purchase.

In

the event Ms. [redacted] has any further questions, she is welcomed to call me at

1-800-519-1511, extension [redacted].

Thank you for giving CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

Analyst,

CarMax Customer Relations

Review: Tuesday, December 15

[redacted] calls Carmax Service Department – 597 Beasley Rd, Jackson 39206 (601) 863-7002 and tells them that her [redacted] is blowing cold air on the driver’s side when the heat and defroster are on.

They tell me they have an appointment available the next morning. I take the car Tuesday afternoon and drop it off.

Wednesday, December 16

Rick [redacted] from Carmax calls [redacted] to tell him they have located the problem and need to order a part. [redacted] says that is fine and tells Rick that we need the car Friday for a trip out of state for the holidays. Rick says they will try to have it ready the next day.

Thursday, December 17

Still waiting on the part and they will try to have it ready Friday. If the car is not ready, they will arrange for a rental car (covered under the extended warranty).

Friday, December 18

Rick says they could not get the part to fix the car so they arranged for a rental car at Enterprise. We had to rent a car because my car was at Carmax. We paid a total of $349.10 out of pocket for the rental and the warranty paid $280. We returned the rental car December 23

Monday, December 21

Alvin called Rick and was told they would have the car ready when [redacted] returned from trip on Tuesday.

Tuesday, December 22

Rick reports that they are still on hold waiting for the part

Wednesday, December 23

We return the rental car. Rick reports that the clip is on back order but the other part had been installed.

December 24 – 25 Holiday

December 27 – Sunday

Monday, December 28th

Alvin calls and they tell him they had NOT installed the part (the actuator) and that it was on backorder. [redacted] tells them we NEED to pick up the car ASAP.

Tuesday, December 29th

[redacted] picked up the car from Carmax. It is NOT fixed and now the driver side airbag light is flashing. This was NOT a problem before it went in the shop.

[redacted] comes home and calls Carmax Corporate Office and speaks with Vicky T. [redacted] (1-800-519-1511 ext [redacted]) Vicky apologizes for the inconvenience and states that we are loyal customers since 2005 (purchasing 4 vehicles and selling 1). She tells [redacted] she will contact the service department in Jackson and call her back tomorrow.

Thursday, December 30th

Vicky calls [redacted] and said she contacted the wrong store and apologized. By the time she realized the mistake, she contact the Jackson, MS store and the service manager was already gone for the day. Vicky said she would be off the next day so it would be January 4th before she could get back to me.

January 5th

[redacted] calls Vicky because she did not hear from her on January 4th. Vick apologizes and says there is nothing they can do because the part is on National backorder and they are not given a time when the part will be available. Vicky asks [redacted] what Carmax can do – [redacted] tells her she would like for them to repay the personal expense incurred for the rental car. Obviously the car was not fixed and did not get fixed after being in their possession for 15 days so we could have drove the car to Texas instead of renting a car. Vicky agrees to check on the request and says she will call back tomorrow.

January 6th

Vicky calls and leave [redacted] a message saying Carmax will not pay the entire rental price. [redacted] calls and leaves Vicky a message asking what Carmax will do to fix this problem.Location: Jackson, MsMake: [redacted]Model: [redacted]Owner/Co-Ownder? Yes

Business

Response:

January 20, 2015 [redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: Mrs. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] Dear Mrs. Mann: I am writing you in response to your letter dated January 6, 2015 wherein you forwarded a complaint from Mrs. [redacted], regarding the Vehicle purchased from the CarMax store located in Birmingham, Alabama (“CarMax”) on or about February 13, 2013. CarMax has revisited Mrs. [redacted]’s concerns and has elected to reimburse her $82.88 for the difference that she paid out of pocket for the rental vehicle. Mrs. [redacted] accepted CarMax’s offer of assistance and was provided a cash refund from CarMax’s Business Office for the above stated amount on or about January 16, 2016. CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved. 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 have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have NOT received any payment from Carmax. The offer says they mailed a check January 16. I have not received any correspondence or payment from them. I would be happy to accept the check and resolve this complaint, but I have not received anything.

Regards,

Review: I purchased a [redacted] on Feb 8. I was told by the salesman if I found something wrong with the car within 30 days that it would be taken care of. However, I saw that the bumper on the passenger side was not properly aligned with the drivers side. I took a picture of the car prior to leaving the dealership. I asked the salesman once more would they be able to take care of the issue, he said yes. I took the car back on Feb 20th. They looked at my car and the [redacted] said that it looks as though a clip was missing from the bumper. They took it in the back and brought in back and it looked a little better but its still not properly aligned. It look as though they did a quick fix. Called management and left messages and no one never called me back, so unprofessional.I called back again on 2/24/2014 and spoke with the [redacted] and he said its nothing they could do it meets expectations. However it doesnt meet my expectation. I am the person that purchase thd car. To keep customers coming back you make them happy.espcially when I was told it would be fixed. He had the nerve to tell me that there is not consistency with the salesman and the service team. Thats not my problem that seems like a training issue that needs to be addressed immediatley. The [redacted] told me that my car had minor frame damages and they told me the car was never recked. They told me it was a clean car fax. Im very disappointed. I thought they would take care of me. All I asked is that they have my bumper properly aligned and secured and the other side of my bumper.Desired Settlement: Even if it has to be taken to a body shop. It is fixable.

Business

Response:

March 12, 2014

Via Electronic Mail

Revdex.com

Re: [redacted]
Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted].
On February 8, 2014 [redacted] purchased a [redacted], [redacted] (the “Vehicle”) at CarMax in [redacted]. [redacted] stated in her desired settlement “Even if it has to be taken to a body shop. It is fixable”.

She felt the bumper on the passenger side was not properly aligned with the driver’s side. CarMax performed a repair to the bumper but [redacted] felt it was still not properly fixed. She discussed how she felt with service associates. She said she was told we could not fix to her expectations.

Management has contacted [redacted] and discussed the bumper issue. She is coming in on March 13, 2014 to speak about the repair and we would be more than happy to review and see if we can improve the bumper for her.

Should you have any additional questions regarding this matter, please contact me directly at [redacted], extension [redacted]. Thank you for providing CarMax with an opportunity to respond.

Sincerely,

Sr. Analyst Customer Relations

Review: On 4/16/2013, I had a custom grille installed on my vehicle at [redacted]. located at [redacted]. I was asked if my vehicle had been involved in an accident? I am the only one that drives the vehicle and I had not been in an accident. I was told that my vehicle had been in an accident as it was evident the bumper had been badly repainted. According to the car fax provided to me by CarMax, "no accidents had been reported". When learning this, I went to CarMax. I spoke to Sales Manager "[redacted]" and Appraisal Person "[redacted]". They listened to my concerns and complaints regarding my vehicle. "[redacted]" looked at my vehicle explaining to me what he looks for in a vehicle, stating that there was "no frame damage" and if I was trading in the vehicle "CarMax would take it and put it back on the lot". "[redacted]" looked under my vehicle and confirmed the bumper had been repainted, but not necessarily in an accident, maybe just a "fender bender".Desired Settlement: I have only had my vehicle since 1/7/2013 and have been very inconvenienced. I would like CarMax to correct this matter and repaint my bumper at their expense.

Business

Response:

August 5, 2013

Review: I purchased a vehicle in Dec of 2012. The vehicle was a used purchase and the extended warranty purchased through carmax via max care. After several maintenance issues the car stopped working in less than a year of ownership. I called the service deptarment and was told they didn't have enough workers to fix the vehicle and to call the Ontario office. I then called and they said they had no availability for a month and to send it to a local dealership and I would be compensated. I took it to a local dealership which found that no service engine lights or any sensor went on to let them know what was wrong. After diagnostics they found it to be a sensory issue and caused the engine to over heat. They put in an order for max care. Max care demanded the engine to be broken down and said there was slug in the engine. I told them how long I've had the vehicle and showed maintenance receipts and they said it would be reviewed. They said the engine needed to be replaced. They didn't render a decision for over a month. They said it still couldn't be fixed. The vehicle was then sold to an employee. Fixed then resold and they want me to pay the remaining balance for the car that should have been fixed while I owned it. They also didn't cover any rental cost that was also covered under my warrantyDesired Settlement: A refund on rental expenses while no decision was made and a pay out the remaining balance of the car

Business

Response:

September 25, 2014

[redacted]

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Complaint ID [redacted]

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

Dear [redacted]:

Thank you for forwarding the complaint dated September 8, 2014 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about December 15, 2011. [redacted] requested in her desired settlement for CarMax to issue her a refund for rental expenses and to pay off the remainder of her loan.

[redacted] mentioned in the complaint that she contacted CarMax to schedule a service appointment. However, she was advised that she would have to call an outside dealership due to CarMax’s limited appointment availability at the time of the call.

According to CarMax’s history, [redacted] scheduled a service appointment for April 19, 2012 to address an overheating concern. However, [redacted] cancelled this appointment prior to the service date.

CarMax’s records indicate that [redacted] later scheduled a service appointment for February 18, 2013 to inquire on a no start concern. [redacted] also cancelled this appointment prior to the service date.

CarMax has not been in contact with [redacted] since the last cancelled service appointment.

Furthermore, CarMax does not have any record of the repairs performed outside of their service facility and is unable to provide information regarding the coverage of her rental charges. CarMax is declining [redacted]’s request to reimburse her the cost of her rental expenses. CarMax encourages [redacted] to contact The [redacted] at [redacted] to inquire about reimbursement.

Additionally, CarMax is declining [redacted]’s request to pay off the remainder of her loan as set forth in the 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,

[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.

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

Regards,

Review: I was informed I have a 30 day service warranty that will cover repairs on vehichle within 30 days of purchasing vehicle. I was told to drive the car and notify carmax of any issues and have it looked at by a mechanic and was told carmax, per this 30 day warranty, would fix any problems discovered within 30 days of purchasing vehicle. The day after I purchased this car I experienced metal on metal grating, which has been intermittent since purchasing vehicle on feb 28, 2015 and I have grinding when braking since purchasing vehicle. I took my vehicle to be inspected by qualified mechanic who informed me the metal on metal grinding is from the brake sensors, and informed me that rear brakes have 10% functioning left and the rear rotors are worn, and in need of replacement. There were other minor issues, which I am willing to take care of on my own, given the vehicle is used, however, I do not feel safe driving the vehicle with metal on metal grinding, and grinding whenever I brake. I brought the vehicle in for inspection today March 10th, and was told there is nothing wrong with rear brakes. They obviously didn't drive the car to assess brake grinding, nor did they hear the intermittent metal on metal grinding that is due to brake sensors, informing me something is wrong with the brakes. I was told any repairs needed on the vehicle would be covered by the carmax 30 day service warranty, but the service department is denying these issues upon inspection, however there is obviously issues with brakes and no explanation for metal on metal grinding or grinding when I brake as I drive the vehicle. this vehicle is unsafe to drive and I feel I am being denied service regardless of obvious brake issues.Desired Settlement: I request carmax honor their 30 day warranty and fix/repair the rear brake rotors, which are worn, per my trusted licensed mechanic, and the rear brakes need new pads as well. As far as the worn air compressor, indicating my A/C will need to be replaced soon, and the crooked steering wheel, per the alignment being done without straightening the steering wheel - I am happy to fix these repairs on my own. My concern is that I have a vehicle that is unsafe to drive due rear brake issues.

Business

Response:

April 6, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted] Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]: Thank you for forwarding the complaint dated March 11, 2015 regarding the Vehicle purchased from the CarMax store located in Albuquerque, New Mexico (“CarMax”) on or about February 28, 2015. Ms. [redacted] requested in the desired settlement for CarMax to replace the Vehicle’s rear rotors and brake pads under the terms of CarMax’s 30-Day Limited Warranty. Ms. [redacted] brought the Vehicle to CarMax on or about March 10, 2015 to inquire about multiple concerns including a tire noise. A CarMax manager and technician test drove the Vehicle to diagnose the concern. However, the noise concern did not present itself at the time of inspection. CarMax also completed a rear brake inspection on the Vehicle and found that both the rotors and brake pads were well above discard thickness.CarMax invites Ms. [redacted] to contact the Service Department at [redacted] if she would like to schedule a follow-up appointment to re-address any outstanding concerns under the terms of 30-Day Limited Warranty.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

Review: I purchased a [redacted] from CarMax in [redacted] and the two things I wanted in a car were Luxury and [redacted]. I found the car I liked in my test drive and the sales man told me that it was equipped with [redacted]. Little did I know that the [redacted] system was not working. So I took it back to CarMax and they looked at it after me owning the car for about only 2 weeks. They said that they didn't know why it was acting like that and that I should take my car to the [redacted] dealership and have it looked at. So I took it to [redacted] and they said the part that's in my car is a [redacted] part but was not made for my model. And they only way I could make it even have power was to open my glove box, undo a box, unplug a cord, plug the cord back in, put the box back in place, close the glove box....THEN I could turn on my car. But I would have to do that every time I got in my car. That's why it is not working. So I took it back to CarMax and they told me that they could not do anything about the issue anymore because it does have the capability to have [redacted] but its my fault for not finding this issue before I bought the car or telling them with in the first 30 days of my purchase. But I did tell them on the second week and it was put in my notes of my car to get looked at.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like my cars [redacted] system repairs or get a new system for free installed so I can have what was promised to me and how it is listed under my cars features.

Business

Response:

[redacted]

Review: I purchased a [redacted] from the Riverside, CA Carmax dealer in 12/31/14. The vehicle had issues and I couldn't returned the vehicle until 01/05/15 because the dealer had their service department close foe the holidays and weekend and when I went to the service department at the Ontario, CA Carmax dealer and they told me that they couldn't see me that day because they closed at 4 and that was a lied, they close at 6 but they said that they will check the vehicle at a later day and that I could still return the vehicle. To make the story short, they kept the vehicle for 3 weeks and still wasn't repaired and all the time I was trying for Carmax for them to buy it back and they agreed. On 01/24/15 the vehicle was officially returned to Carmax at the Riverside location and the vehicle stayed at the Ontario location. Carmax then was supposed to returned the check to [redacted] where I obtained finance for the vehicle, and they send a check but it wasn't sufficient to cover the loan [redacted] tried to contact Carmax several times and Carmax never replied and [redacted] returned the check to Carmax. I contacted Carmax and I was told that they mailed the same check back to [redacted] but that was a lied because [redacted] has not received the check in weeks after Carmax claimed they mailed back. Now, Carmax is not answering my phone messages and I have to make a car payment because the loan still active and I don't want to ruin my credit and I don't know if this is a tactic from Carmax to call back [redacted] later on and since I made a payment to have to pay less of the original loan amount.Location: Riverside, CAMake: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: To pay off the original loan amount with [redacted] Credit Union and the accrued interest on the loan and send me the money for the payment I made for the loan in the amount of $ 367.53 dls. and obviously if I keep making monthly payments I would need all the money back. Also, if they can send the checks overnight to [redacted] and to my self, because I need to buy a vehicle and I can't because it show a loan on my credit of almost 25k.

Business

Response:

March

27, 2015

Via Electronic Mail

[redacted], Operations Team

Leader

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

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

December 31, 2014, Mr. [redacted] purchased a [redacted], VIN [redacted]

(the “Vehicle”), at the CarMax of Riverside, CA. In his complaint, Mr. [redacted] is requesting

CarMax payoff his loan with [redacted] including interest and refund him the

payment he made for $367.53.

CarMax

did contact [redacted] on or about March 20, 2015 and they had received the

check for $23,916.92. CarMax also issued

a check for $383.86 payable to [redacted] and it was sent via FedEx. CarMax did speak to [redacted] and [redacted] at

[redacted] to inform them that the overage is to be credited to Mr. [redacted]’s

savings account.

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