CarMax

I purchased my very first car with carmax on 12/05/I saved up my money and purchased a [redacted] from the Lithia Springs location in GAI was happy with the test drive & carfax as well as the vehicleI couldn't believe I finally had a vehicle to get to and from work as well as to and from my son's schooldays later my excitement turned into terror as I was driving the truck on the highway and it started to slow down no matter how hard I pressed the gasI put on my hazard lights and started to try to get off the highway but an elderly woman almost crashed into me despite thisThe car continued to slow down and stop while I was pressing the gas pedal during my entire ride homeI was traumatized and angryI immediately contacted carmax and was told to have the car towed in at which point I was presented with papers to sign giving them back the carevery other car on the lot was out of my price range and I was ineligible for a loaner car because I had given the car back and loaners are only for people who currently have a car with carmaxWhen I asked why no one explained this to me before, the saleswoman Connie told me she didn't knowThe sales manager, Richard told me he would not help me get a loaner and that my only option was to spend more money on a whole new car which I had absolutely no money forI found a car $1,more than the [redacted] at the Southlake location and decided to go there to try and get itAfter financing the car I was told my note would go up as well as my down paymentI had been telling them ALL DAY that I absolutely can not afford for anything to go up and they refused to offer any type of discount for all my troubles or to compensate meI was frustrated and disappointedEven after speaking with corporate I was told that carmax does not under any circumstance offer discounts of any kindI asked for my money back and was told that they should've given it to me at the Lithia Springs locationThey of course did not so not only was I out of a car I was out of my moneyI can not get my money back until I get an off day from work to go all the way back to Lithia Springs for a refund Through my correspondences with corporate I concluded that the sales people at carmax do not execute their jobs the way that they are supposed to and their focus is not on customer serviceI was sold a car that shouldn't have been sold at all as it was unsafe to driveI will get my money back and go to a real dealership next time

March 4th, [redacted] ***, Operations Supervisor RevDex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] the “Vehicle”) [redacted] Dear Mrs ***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding her purchase of the Vehicle from CarMax of Albuquerque, NM (“CarMax”) on January 15th, In his complaint, Mr [redacted] requested that CarMax exchange the Vehicle due to mechanical concerns since purchase CarMax was aware of Mr [redacted] ’s concerns prior to receiving this complaintOn approximately February 23rd, 2016, CarMax agreed to exchange the Vehicle at his requestCarMax completed a full return and Mr [redacted] decided to purchase a different vehicle with CarMax CarMax is unaware of any further concerns that MrGalbadon may currently haveIf MrGalbadon has any further questions, he is welcomed to contact me at 1-800-519-1511, ext*** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted] Analyst, CarMax Customer Relations

March [redacted] ***, Operations Supervisor Revdex.com Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] , Complaint # [redacted] [redacted] ***, VIN [redacted] (the “Vehicle” Dear [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] regarding the above referenced Vehicle, purchased from CarMax of Lithia Springs, Georgia (“CarMax”), on August In her complaint, [redacted] requests a repair of the Vehicle at no charge to her under the terms of the 30-Day Limited Warranty, stating that a current issue with the Vehicle is related to a complaint that was reported to CarMax within that period of time A review of CarMax’s records indicates that on September, 2013, CarMax inspected the Vehicle for a knocking sound as reported by [redacted] A CarMax technician determined that the knocking sound was related to the tires, and occurred when making sharp turns, and that there were no repairable mechanical issues with the Vehicle The Vehicle was then sublet to another dealership for a second opinion The dealership inspected the Vehicle and also determined that there were no mechanical problems and no repairs were needed CarMax has not had the opportunity to repair or service the Vehicle since that time, and is not aware of any diagnosis of any concern that the Vehicle may have at present If the Vehicle is in need of repair at this time, CarMax would be happy to diagnose and repair it However, as the 30-Day Limited Warranty has long expired, any repairs would be at the expense of [redacted] If she wishes to pursue a repair, she may call CarMax to schedule a service appointment Thank you for the opportunity to respond If you have any questions, please contact me directly at [redacted] extension *** Sincerely, [redacted] CarMax Customer Relations

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I noticed that the response from Carmax said they fixed the front strut The only struts they ever fixed was the rear They never fixed the front because they said they couldn't find the leak that [redacted] found.Again, I would like to reassert the original complaint I took my car to [redacted] to get the initial diagnosis because I wanted the actual makers of the vehicle to have a look since they are the experts [redacted] advised that all struts needed replacing and the right front strut also had a leak I took this information back to CarMax and showed them the [redacted] paperwork and they only fixed my back struts They never fixed the front struts as the analyst responded They also said they didn't see the leak that [redacted] had already confirmed That in no way means the leak didn't exist I truly believe they didn't want to fix the front struts as well because it would have been expensive They only did the back struts and Carmax doesn't have that documented either but they accepted Lexus' evaluation on that diagnosis Again they are only honoring certain repairs

February 28, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Dear [redacted] ***: I am writing you in response to your letter dated February 19, 2014, wherein you forwarded a complaint from [redacted] *** [redacted] requested in the desired settlement for CarMax to either adjust the sales price of the vehicle or provide her an Extended Service Plan at no cost [redacted] purchased a [redacted] **, VIN [redacted] (“the Vehicle”), from the CarMax store located in Winston-Salem, North Carolina (“CarMax”) on or about January 21, [redacted] brought the Vehicle to the Service Department to inquire on multiple concerns including a trunk shock issue CarMax diagnosed the Vehicle and made the necessary repairs However, CarMax was unable to repair the trunk shock at the time of service due to the needed part being discontinued by the manufacturer Due to the circumstances, CarMax offered [redacted] the following two options for resolution: · CarMax will buy the Vehicle back and issue her a full refund · CarMax will continue to search for the correct replacement part and install it once it becomes available [redacted] declined both options of assistance CarMax appreciates the opportunity to respond to this complaint and would like to extend [redacted] the option to continue to search for the correct replacement part However, CarMax is declining [redacted] request as set forth in the complaint Furthermore, CarMax is not able to provide an Extended Service Plan after the initial purchase date Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] Analyst, Executive Response Team

Revdex.com: 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 was not out to get a monetary settlementI wanted a proper explanation as to why there was a clean carfax report when we bought the car at Carmax and then yrs later (when we go to sell the car) we are told the carfax has a history of major incidents(Carmax and [redacted] both showed us the report) It sure looks like the carfax report was 'doctored' when we bought the car.I wanted to report this event in the hopes that others be protected by poor business proceduresThe explanation I was given by Carmax did not seem consistant with the happenings we experienced.Thank you to Revdex.com for reporting this Regards, [redacted]

Revdex.com: 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 am not satisfied because I feel Carmax has taken an ridiculous amount of time to repair something they said is a simple fixI have been inconvenienced going on weeks and aside from that they have not treated me like a valued customerI feel it's the right thing doSuppose my car payment was weeks past dueCarmax would want their money promptlyWhy is this any different? Regards, [redacted] ***

Revdex.com: 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 been satisfied with [redacted] response throughout my entire dealings with this issue and would like to have someone else review this complaint and respond accordingly I have reached out to him on a number of occassions with no replies from him causing this to be a drawn out process I feel that CarMax deceived me in to telling me that I owe for something that we less They deceived me in stating that I would be receiving a refund due to an overpayment on the part of CarMax I have been deceived by the entire practice from this company and this is NOT how a company is able to do businessAs [redacted] has failed to respond to my numerous e-mails, I would like to have a response from a member of the management team, and not an Analyst who responded to my [redacted] post I have included my string of e-mails that have involved Curt Regards, [redacted]

Revdex.com: 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, in fact, have paperwork proving that there was an issue with the transmission, that was have to me from CarMaxI also think it would be fair that CarMax make the first payment since they had the car "servicing" it longer than I had itThere are still numerous things wrong with the car but I don't want to keep driving to knoxville wasting my time, gas and money on issues that shouldn't even be happeningNow, there is a old thump when I press the brakeNever happened until I got it back from the service departmentI don't think it's fair that they use the "day guarantee" when naturally some signs aren't picked up onIt's not my fault they sold me a lemon vehicle and I didn't see the signs until after the "days"I shouldn't have to finance another vehicle when they can easily swap the vehicles out!! I thought that was customer serviceIf this is the way they do business, I'm surprised they are still in business Regards, [redacted]

August 6, [redacted] Revdex.com Moorefield Park Drive Suite 300>Richmond, Va Re: [redacted] Dear [redacted] Thank you for forwarding the complaint received in your office from [redacted] regarding the Maxcare service plan purchased for a [redacted] (the “Vehicle”) on or about March 20, from the CarMax store located in [redacted] In this complaint [redacted] is requesting a prorated refund of the Maxcare coverage CarMax has had the opportunity to complete extensive research including partnering with the Maxcare providerNeither CarMax nor the Maxcare provider has any records showing receipt of cancellation documentation from MsWilliamsThe Maxcare plan was purchased years ago and has expired CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint Please call me at [redacted] , extension [redacted] if you have any questions Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the offer made by the business in reference to complaint ID [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, [redacted] ***

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] [redacted] [redacted] I have emails stating my complaint I am disgusted with the lack of concern for the consumer I have the car, the documents, all the proof to verify the problemMy contract was falsified by CarMax I do not have money for an attorney so I have to advocate for myself CarMax of [redacted] did this to meI have made numerous complaints to them and they ignored meNext I took my complaints to corporate CarMax in [redacted] This location always takes my information then claims they will research and call me back, they do not return the calls This company has drawn this out over a year, taken my money, and fraudulently sold me a car with incorrect car facts and bullied me into financial obligations and ignored its [redacted] responsibilities in buy my old car and transferring registration to the new car, as well as misused my disabled license plates I have had enough of this big corporation not acknowledging my serious complaintI want my life back and out of this horrible vehicle and contract I have been chased by tow trucks and almost run off the road because I will no longer pay for it and I will not give it up until they fix the issues and make it rightI consulted an attorney and I am doing the best I can to fight for my consumer rights against CarMax of [redacted] [redacted]

April 23, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr [redacted] ***Complaint ID [redacted] Dear Ms***:I am writing you in response to your letter dated April 7, 2015, wherein you forwarded a complaint from MrGustavo Berio Mr [redacted] requested in the desired settlement for CarMax to provide him a letter of apology and also allow him the ability to purchase a vehicle from CarMax under the same terms as previously provided to him by telephone.Mr [redacted] completed a finance application with the CarMax store located in Gilbert, Arizona (“CarMax”) over the telephone on or about April 2, CarMax submitted the information provided to their financial institutions and was able to extend Mr [redacted] several financing offers.Mr [redacted] visited CarMax on or about April 6, to test drive several vehicles During this visit, Mr [redacted] also provided CarMax his personal information and proof of employment CarMax reviewed the documents provided and identified that Mr [redacted] did not meet the lenders’ specification of having been with his current employer for at least six months Therefore, CarMax is unable to honor the request as set forth in the complaint, but apologizes for any inconvenience Mr [redacted] may have experienced.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely, [redacted] Analyst, Executive Response Team

Roman';"> July 17, Via Electronic Mail [redacted] ***, Operations Team Leader Revdex.com Moorefield Park Drive, Suite Richmond, VA Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] On December 17, 2012, [redacted] sold a [redacted] , VIN [redacted] (the “Vehicle”), at the CarMax of Orlando, FL In her complaint, [redacted] is requesting that CarMax give her a sincere apology and payment for lost time to fix her registration CarMax management reached out [redacted] and apologized for all the inconvenience to rectify her registration issue CarMax recognizes the value of [redacted] time, but is not in a position to compensate her CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

May [redacted] [redacted] Revdex.com [redacted] [redacted] Re: [redacted] , Complaint # [redacted] [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] concerning her recent experience As she relates, the Vehicle had been sublet to another facility for repair While at the other facility, the Vehicle was stolen and subsequently declared a total loss upon its recovery In addition to [redacted] auto insurance carrier covering the total loss claim, CarMax provided the use of loaner vehicle for a period of time, reimbursements of unused portions of MaxCare and GAP waiver agreements, and has agreed to pay [redacted] the insurance deductible related to her insurance claim for her loss CarMax is sorry that [redacted] has had to go through such an ordeal Thank you for forwarding her correspondence and providing CarMax the opportunity to respond Sincerely, [redacted] CarMax Customer Relations

[redacted] Revdex.com>Moorefield Park Drive Suite Richmond, VA Re: [redacted] Dear [redacted] ***, Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the transaction including a [redacted] (the “Appraised Vehicle”), and a [redacted] , (the “Transferred Vehicle”) started on or about October 6, at the CarMax store located in [redacted] (“CarMax”) In this complaint, [redacted] is requesting a change in policy and the truck he was going to purchase be delivered to his home at no charge According to our records, [redacted] did receive a written appraisal offer of $1,for the Appraised Vehicle Also, [redacted] paid $to transfer the Transferred Vehicle CarMax management has reviewed this complaint and [redacted] experience CarMax is offering to refund the transfer fee paid by [redacted] as resolution to the settlement request as set forth in the complaint [redacted] has agreed to accept this offer According to our records, CarMax refunded [redacted] card in the amount of $on or about October 27, CarMax appreciates the opportunity to respond to this complaint CarMax considers this complaint resolved Please call me at [redacted] , extension***, if you have any questions Sincerely, [redacted]

Roman';"> May 29, Via Electronic Mail [redacted] Revdex.com [redacted] Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] On November 14, [redacted] purchased a [redacted] , [redacted] (the “Vehicle”), from the CarMax of [redacted] ** In his complaint, [redacted] is requesting a new oil change, clean the engine and replace anything that was damaged from the oil leak CarMax inspected vehicle after the oil leak had occurred and it was discovered that the oil cap was cracked CarMax replaced the oil cap and cleaned engine [redacted] did bring the vehicle back again because it appeared that the vehicle was still leaking oil This time CarMax did check the belly pan to verify that there were no additional leaks It was discovered that the brake cleaner that was used was the cause of the dripping CarMax did pressure wash the engine again and filled [redacted] ’s gas tank too CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext*** Sincerely, [redacted]

January 11, Devan Mann, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated December 23, regarding the Vehicle purchased from the CarMax store located in Greenville, South Carolina (“CarMax”) on or about March 3, In her complaint, Ms [redacted] describes concerns with her air conditioning system, one of the windows, and the Vehicle not running, as well as her appraisal offer and MaxCare Extended Service Plan deductibleMs [redacted] requests that CarMax buy back the Vehicle at the amount owed to her finance company CarMax’s records indicate Ms [redacted] worked with the service department within her day warranty period, when concerns with the air conditioning and a gasket were addressedService records also state that on a second visit CarMax assisted by resolving a brake rotor concern at no cost to Ms [redacted] CarMax’s records indicate the service department assisted by replacing the brake pads at no cost to Ms [redacted] after she expressed noise concerns for her third service visitThe final service visit that CarMax has on record lists a window regulator that was replaced under Ms [redacted] ’s MaxCare coverage CarMax’s records indicate that an appraisal offer was completed for the Vehicle on or about December 15, Factors such as mileage, interior and exterior condition, and market trends can affect the appraisal value Records state that Sales Manager Taylor [redacted] connected with Ms [redacted] around the time the appraisal was completed to discuss her concernsWhile CarMax declines to purchase the Vehicle for the amount owed, Ms [redacted] is encouraged to connect with Taylor [redacted] by calling the store at 864-284-if she has additional questions about the appraisal CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension ***, with any questions you may have Sincerely, Kristina S [redacted] Analyst, Customer Relations

Revdex.com: 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 What CarMax failed to mention was they replaced the same part in August This part should last a lifetime of the vehicle if it was replaced in the proper matterIt’s not the failure of the part I’m disputingIf the part was at fault, I would not be making the compliantCarMax only warranties their parts for months or 6,milesLast I checked, I live in America and have the right to shop anywhere I wishSince the part was not under warranty, why would I go back to CarMax for a repair? I have zero obligations to seek repairs thereSince moving to NC in June 2012, I have located an honest, trusting and more personal mechanic that takes care of all my vehicle needsI feel that CarMax is just using this as an excuse to bail out of their poorly trained mechanicsI wonder if they would have located the problem, they would have charged me again and simply hid their mistakeI have concluded this because of when the part went out days out of their day warranty when you purchase a vehicle thereThey wanted to charge me full price for the part and laborWe negotiated right then and there to split the price 50/ My dispute is simply the part was incorrectly replaced by THEIR mechanics and it took time to fault againI did not and would not jeopardize my personal vehicle just to make an issue out of the knock sensorsMy mechanic in Gastonia has attempted to determine via diagnostics over the course of many times if there was another issue making the sensor code againSeeing the part was new and after trying Mass Air Flow, better gas stations and manifold cleaning the sensors still coded from time to timeIt was determined to evaluate the sensors once again and see if they were badUnfortunately, this is not an easy jobThe entire intake manifold must be removed to even see the sensorsSeeing the check engine light was continuously on now and state inspection was due it was time to go to our last resort, replace the sensors once againIt was at that time they noted the wire harness was pinched in between the gasket and cylinder headThere is NO WAY, the wiring harness would have wiggled, or vibrated in that area on its ownThe only way for the wiring to be pinch was during the installation of the knock sensors from CarMaxGood mechanics know to hold the wiring out of the way while bolting down the manifoldAmateur mechanics that CarMax hires would not know or simply did not care, OR maybe in hopes to get a “returned” customer a year later I have attached pictures and the comments for my local and reputable mechanic who has been in business since The pictures clearly show the gasket where the wiring once sat and the wire that eventually wore away, causing the wire to short against the cylinder head I am disgusted to think CarMax will not stand behind their bogus jobI will continue to fight this issue that was created by no fault of my own, nor the part of the truckI will continue to seek Social Media avenues, up to and including, local TV news media and if I have to, I’ll retain a lawyerThis was 100% the fault of their terribly trained mechanicI’m not going away!!! Please view [redacted] Regards, [redacted]

Revdex.com: 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.] I am not satisfied to do the simple fact that CarMax never contacted me to resolve this issue, and what CarMax just takes anyone's authorization to cancel someones contract I feel CarMax holds so responsibility in this they are not an innocent party At this point I am turning everything over to my Attorney's office and the contact point will be [redacted] at [redacted] in Fresno, CA [redacted] Regards, [redacted] ***