CarMax

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.They failed to address my concerns over their horrible credit and sales practicesInstead they once again focused attention on something that has nothing to do with anything just to avoid owning their mistakesI guess this is what Corporate America teaches executives today: deny, deny, deny or just plain old play dumbMy complaint was specifically about their sales and credit practices in CA and they missed the mark by more than 110%I'm convinced there isn't an intelligent being in that companyWhat a disaster! And by the way, to the stupid person who chose to respond and not comprehend the complaint, you may wish to go back to school to learn reading comprehension skills, because it's obvious you flunked that courseIn addition, I took that Lexus back days after I bought itIt has nothing to do with this complaint and neither does your CO locationWhat a serious waste of time! I demand that someone else with the sense and intellect God gave a fly address my concerns at that horrible companyThis person is seriously incompetent!Regards, [redacted]

September [redacted] *** [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] [redacted] ***, VIN [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on June, In her complaint, [redacted] cites multiple repair issues, and requests that CarMax take return of the Vehicle In the interest of customer service, CarMax assisted [redacted] with the sale of the Vehicle back to CarMax and the purchase of a replacement on September CarMax believes this matter to be fully resolved to [redacted] satisfaction at this time, and appreciates the opportunity to respond If you have any questions, please contact me directly at [redacted] Sincerely, [redacted]

April 13, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms [redacted] Complaint ID [redacted] , VIN: [redacted] (the “Vehicle”)Dear Ms***:Thank you for forwarding the complaint dated March 31, regarding the Vehicle purchased from the CarMax store located in Ontario, California on or about March 29, Ms [redacted] requested in the desired settlement for CarMax to take full possession of the Vehicle and pay off the remaining balance of her loan Additionally, Ms [redacted] requested that CarMax refund her down payment, any payments made towards her loan, and reimburse her any costs associated with the repair of the Vehicle.Ms [redacted] took the Vehicle to a [redacted] dealership to have it appraised, and was advised that there was a mileage discrepancy according to the CarFax report.Ms [redacted] brought the Vehicle to CarMax on or about March 21, to inquire about the mileage discrepancy concern CarMax inspected the Vehicle and was not able to identify any reason for the mileage discrepancy on the CarFax report CarMax also reviewed a corresponding AutoCheck report for the same Vehicle and that report did not indicate this discrepancy In the interest of customer service, however, CarMax is willing to take full return of the Vehicle, pay off the remainder of her loan and refund any monies Ms [redacted] paid toward the purchase and repair of the Vehicle.CarMax encourages Ms [redacted] to contact the Business Office to return the Vehicle and to pursue reimbursement for any amount owed to her.CarMax apologizes for any inconvenience Ms [redacted] may have experienced and appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely, [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 belowI know it is closed but I wanted to respond to their responseThey are saying that I had a daily interest loanI was not aware that it was that type of loanThat was not told to me when I purchase the car that was the type of loan that I was gettingI thought my loan was a fixed rate for the life of the loan and that was what I was told that my payment would be for the life of the loanIt was not explained to me when I purchase that I had a daily interest loan should I have be aware of that when I purchased the carThey know if I had known that most likely I would have made that decision to buy with that type of loanI think when they sale you merchandise they should explain that to you when you are making the purchaseI did not even now that that type of loan existed when purchasing carsI know that ignorance of the law is no excuse but many time when you purchase stuff like that large items, an investment, it is explained to you all the stipulations that comes with that investment [redacted] ***, [redacted] , [redacted] or contact me at [redacted]

December 4, Roman"> [redacted] Revdex.com [redacted] RE: [redacted] [redacted] *** VIN [redacted] (“the Vehicle”) Dear [redacted] ***, Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] , [redacted] (“CarMax”) on 08/06/ [redacted] is requested in her complaint that CarMax fix or replace her vehicle After repeated attempts to reach [redacted] , CarMax was able to speak with her on 12/02/ At that time, [redacted] stated that she needed a manual for the vehicle and was unhappy because she was not able to bring the Vehicle in for an oil change without an appointment CarMax has ordered a manual and completed the oil change CarMax appreciates the opportunity to respond to this complaint We consider the complaint resolvedPlease call me at (***)***-***, extension ***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

[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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

I purchased a car from CarMax in Sterling VA on 2/6/They sent my new car info to the wrong personpictures, VIN number, owners info, everythingWhen I called them, the sales manager said he would call Corporate and call me back the next dayHe never didI called CorporateThey had no record of the guy calling themThey admitted they made a mistake with being careless with the private info, but basically nothing they were going to do about itSo personal info means very little at CarMax it seemsMarketing Dept needs to re-read page of their Social Responsibility manualAnd a customer service oriented team that doesn't call someone back? Really terribleIf this is a representation of their ethical compass, I'm worried about my car

Roman';"> February, 24, Via Electronic Mail [redacted] Operations Supervisor Revdex.com Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] On February 8, [redacted] purchased a [redacted] ***, VIN [redacted] (the “Vehicle”) from CarMax in Ontario, California [redacted] felt strongly that his purchase was to come with a DVD accessory The window sticker did not show a DVD accessory as an option on the vehicle [redacted] states in his desire settlement he would like either the dual screen, or a check equal to the amount he would need to pay to have it installed As stated on the window sticker, the vehicle does not come with a DVD accessory Management could see how important this option was to [redacted] and offered to return his vehicle and find another one with this option [redacted] declined to return purchase CarMax does decline the request of installing a DVD accessory in vehicle purchased Please contact me at [redacted] , extension [redacted] with any questions you may have Thank you for providing CarMax an opportunity to respond Sincerely, [redacted] SrAnalyst Customer Relations

March 9, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted] ***Complaint ID [redacted] ***, VIN: [redacted] (the “Vehicle”)Dear Ms***:Thank you for forwarding the complaint dated February 4, regarding the Vehicle sold to the CarMax store located in [redacted] , California on or about January 23, Mr [redacted] requested in the desired settlement for CarMax to reimburse him $for the cost he paid to have his fast track pass deactivated, $for toll charges and $for the gas and time spent to locate his fast track pass Additionally, Mr [redacted] requested a written apology from the CarMax manager in [redacted] ***, California.CarMax purchased Mr***’s Vehicle on or about January 23, CarMax is not responsible for any personal belongings left inside of the Vehicle, and advises every customer to remove all personal items from the vehicle prior to selling it to CarMax As a gesture of customer service, CarMax offered Mr [redacted] $for the toll charges incurred and the cost he paid to have his fast track pass deactivated Mr [redacted] agreed to the offer and is working with the CarMax in [redacted] for reimbursement.Additionally, CarMax has communicated Mr***’s experience with the Management Team at [redacted] and [redacted] and apologizes for any frustrations Mr [redacted] may have experienced.CarMax appreciates the opportunity to respond and considers the gesture of customer service the resolution to the complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely, [redacted] Analyst, Executive Response Team

[redacted] ***>Revdex.com Moorefield Park Drive Suite Richmond, VA [redacted] Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted] , (the “Vehicle”) that he purchased on or about January 10, from the CarMax store located in [redacted] (“CarMax”) In this complaint, [redacted] cites ongoing repair issues and is requesting a refund of his down payment and payments made toward his Vehicle loan According to CarMax’s records, [redacted] scheduled a service appointment on or about January 17, At that time, CarMax management spoke to [redacted] about finding a different vehicle because of his mechanical concerns [redacted] decided to remain in the Vehicle and have the Vehicle repaired [redacted] brought the Vehicle back to CarMax on or about January 23, 2014, February 28, 2014, and August 13, During each of these visits CarMax noted [redacted] ’s concerns, had the Vehicle diagnosed, and then the Vehicle was repaired [redacted] ’s Vehicle has been ready to be picked up since September 5, CarMax rechecked the Vehicle and called [redacted] again to request that he pick up the vehicle on or about September 23, CarMax is declining the settlement request as set forth in the complaintHowever, CarMax does invite [redacted] Jrto have his vehicle appraised if he wishes to pursue the sale of the Vehicle to CarMax CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted]

January 29, Roman"> *** [redacted] Revdex.com [redacted] Richmond, VA RE: [redacted] [redacted] - [redacted] VIN [redacted] (“the Vehicle”) Dear Ms ***, Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle he purchased from CarMax of [redacted] , California (“CarMax”) on 12/3/Dr [redacted] is requesting that CarMax offer her a complimentary service CarMax appreciates the opportunity to respond CarMax had the vehicle towed in at our expense and found the CarQuest battery failure caused corrosionCarMax is currently working on the repair Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

September 23, [redacted] Moorefield Park Drive, Suite Richmond, Virginia [redacted] [redacted] [redacted] /> Dear [redacted] ***: Thank you for forwarding the complaint dated August 25, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about February 28, [redacted] requested in his desired settlement for CarMax to cover all of his repair costs, issue him a refund for all expenses paid and the ability to terminate all contracts upon return of the Vehicle CarMax offered [redacted] the ability to purchase the Extended Service Plan (“MaxCare”) at the time of sale However, [redacted] elected not to purchase the multiple package options offered [redacted] mentioned in the complaint that be brought the Vehicle to the Service Department on or about March 3, to inquire on a check engine light concern However, CarMax’s records indicate that the Vehicle was not brought in until March 17, to address this concern CarMax sublet the Vehicle to [redacted] on or about March 17, [redacted] diagnosed and repaired the Vehicle the same day and returned it back to CarMax [redacted] picked up the Vehicle the same day According to the complaint, [redacted] brought the Vehicle back to [redacted] on or about May 22, to readdress a check engine light concern [redacted] also noted in the complaint that there was a burning smell and smoke coming from under the hood of the Vehicle, a battery issue and a rubber seal failure in the valve cover [redacted] estimated that all repairs would cost approximately $ [redacted] paid $to have the battery replaced [redacted] then took the Vehicle to [redacted] on or about August 13, to address a misfire and stalling issue according to the complaint [redacted] found mechanical failures, vacuum leaks, misfires, timing issues and valve damage [redacted] estimated that all repairs would cost about $ [redacted] paid $to have the Vehicle diagnosed and the vacuum leaks repaired The Vehicle was brought back to CarMax on or about August 27, to address the previous stalling concern diagnosed by [redacted] CarMax sublet the Vehicle to [redacted] that same day [redacted] diagnosed the Vehicle and replaced the cylinder head and valve cover Total repair costs for this service visit totaled $ CarMax paid [redacted] $(half of the Vehicle’s repair costs) as a gesture of goodwill on or about August 27, [redacted] paid the remaining costs of repair [redacted] returned back to CarMax on or about September 8, to have the Vehicle appraised CarMax offered [redacted] $for the Vehicle [redacted] accepted this offer CarMax appreciates the opportunity to respond to this complaint, and is pleased to have been able to assist [redacted] with a resolution Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] ***

April 30, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for sharing [redacted] ***’s complaint with us and providing us the opportunity to respond Ms [redacted] submitted a similar complaint to the Consumer Financial Protection Bureau Attached is the response to Ms***’s complaint provided by our Compliance Manager Thank you again for bringing this complaint to our attention and for the opportunity to provide this explanation If you have any questions or concerns, please contact me at [redacted] , extension *** Sincerely, [redacted] Paralegal CarMax Auto Finance CC: [redacted] Enclosures

March 17, Devan Mann 0.0001pt;">Revdex.com Moorefield Park Drive Suite Richmond, VA Re: MS [redacted] Dear Mrs ***, Thank you for forwarding the complaint [redacted] received in your office from Ms [redacted] regarding the [redacted] ***, [redacted] (the “Vehicle”) that was purchased on or about July 31, from the CarMax store located in Hartford, Connecticut (“CarMax”) At the time of purchase, Ms [redacted] did buy the MaxCare Extended Service Plan (“MaxCare”) valid for a period of months or 100,miles, whichever occurs first In this complaint, Ms [redacted] is requesting the Vehicle be repaired Ms [redacted] advised CarMax about concerns of the Vehicle leaning to the left and a burning smell on or about January 19, CarMax serviced the Vehicle on or about January 22, by replacing ride control components, oil filter housing, engine cooler gaskets and engine pulleys and tensioners All repairs were covered under MaxCare Ms [redacted] brought the Vehicle back with concerns of the Vehicle leaning to the left on or about February 3, CarMax replaced the rear air springs under MaxCare and waived the deductible as a gesture of goodwill Ms [redacted] advised CarMax of suspension noise and a burning smell on or about February 25, CarMax’s diagnosis was a leak in the valve cover gaskets At that time, MaxCare had expired due to the Vehicle odometer reading over 100,miles Ms [redacted] declined any recommended repairs on the Vehicle CarMax advised Ms [redacted] we would pay for a diagnosis if she took the Vehicle to a [redacted] Dealership for a second opinion as a gesture of goodwill CarMax received documentation that a second opinion was given by [redacted] advising that the compressor for the ride control module failed due to corrosion The cost of this diagnosis was covered by CarMax as previously offered CarMax considers the settlement request as set forth in the complaint resolved with the aforementioned gestures of goodwill CarMax is offering to provide a quote of repair costs and perform any necessary repairs to the Vehicle at Ms [redacted] ’s expense CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] Analyst, 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.This is an unacceptable “resolution” to the issues I have been having with the vehicle since purchase in FebruarySince, the first problem with the rear main seal leaking, which I found within days of purchase, this vehicle has been a problem CarMax refuses to take responsibility for.As to the response, “CarMax spoke to Ms [redacted] on several different occasions about a no-start concern on the vehicleCarMax was unable to duplicate the concern on June 26th, CarMax has not had the opportunity to diagnose any additional repairs with the Vehicle since that time.” I have taken the vehicle to CarMax for evaluation several timesMost in which, they have refused to examine the problemsI call the managers to make appointments and I receive no call back.The fourth time the carwould not start I took it to an [redacted] dealer who did find the problem and fix the problemDuring this time I have taken the car back to CarMax twice and called several times to ask them to help me with the problemsI have attached the repair receipt (Document name: “8_11_repair receipt.pdf) where is clearly states, “Customer states the vehicle won’t startCheck and found the vehicle with low battery chargeNeeded to be jumped to get startedCheck battery and found faultyFound aftermarket battery installedInstalled new battery and battery adaptations.” Since, the dealer installed the correct [redacted] battery into the vehicle AND programmed the battery properly the vehicle has started consistently.Also, please note, on 8/11/I was faxed a copy of the vehicle service historyOn it, the history states that the battery was replaced because it was faulty and would not start the car or hold a chargePlease see the section dated 2/11/in attachment (Document name: “Repair History.pdf”) Therefore, the problems with the vehicle not starting was an issue BEFORE I purchased the carThe [redacted] dealer found the problem that CarMax refused to take care of and claimed to not be able to findThis was a very costly and time consuming process that I had to take time off work to deal with and paid for out of my pocket.As to the response “CarMax replaced the battery in the reconditioning process prior to Ms [redacted] purchase, and the part was installed with a warranty extended by the vendor CarMax used to purchase the partAs was communicated to Ms [redacted] on August 11th, 2015, CarMax will continue to honor any remaining concerns with the warranty which accompanies any completed repairMs [redacted] may also utilize her ESP for any additional or new service concerns which may arise.” I‘ve had to take the vehicle to CarMax on several occasions, the last for the battery problemsCarMax refuse to examine the problem until I called the corporate office and offered to sell the car back to them.This has been a very frustrating and costly vehicle purchase process in which CarMax’s customer service is lackingIt is also, frustrating that CarMax would not see all of the problems listed and not take the time to come to an equitable solutionInstead, as usual, CarMax has decided to do nothing but give poor customer service in response to the lack of thorough vehicle inspection they claim to executed before selling vehicles to unsuspecting consumersI urge CarMax to reevaluate the situation and come up with an equitable solution Regards, [redacted]

Revdex.com Serving Central Virginia, IncMoorefield Park DriveSuite 300Richmond, VA RE: Consumer Complaint of [redacted] Retail Installment Contract Dated 07/27/ [redacted] Dear Sir/Madam: Thank you for forwarding [redacted] s complaint to us for review and response Ms [redacted] submitted a similar complaint to your office on August 7, I have attached a copy of Ms [redacted] initial complaint and our response for your reviewOur position on this matter remains unchangedAgain, thank you for bringing this matter to our attention and affording us with the opportunity to respond If you have any questions or concerns regarding our explanation, please contact me at [redacted] extension *** Sincerely, [redacted] Enclosures

September 15, 0in 0in 0pt;"> [redacted] Revdex.com [redacted] RE: [redacted] VIN: [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle she purchased on June 28th, from the CarMax of [redacted] *** (“CarMax”) In her complaint, [redacted] shares her frustrations with multiple mechanical concerns including the condition of the tires, an issue causing the Vehicle to shake, and the condition of one of the wheels [redacted] is requesting that CarMax replace two tires, repair the wheel, resolve the issue causing the Vehicle to shake and to issue her a partial refund as the Vehicle is not worth as much as originally priced due to the mechanical concerns she has CarMax’s research shows that CarMax has resolved several of the concerns mentioned in her complaint and has already advised the tires would not be replaced at CarMax’s expense After review of [redacted] complaint, CarMax declines to replace the tires and issue her a partial refund However, CarMax offers to repair the wheel and diagnose the issue causing the Vehicle to shake to determine what options are available for repair [redacted] is invited to schedule a service appointment if she chooses to accept CarMax’s offer Thank you for providing CarMax an opportunity to respond Sincerely, [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 Im going to share my bad experience with carmax (located at [redacted] ***)I purchased my first car with them in september of 2013, a [redacted] *** '08, within weeks started having problems with the fuel pump, transmission and the engine light will always go offI took the car to them times in the months I had the carThe mechanichs could not figure out what was the problem So I decided to return the carI was concerned that I would lose control of the vehicle and potencially put myself and my family in danger, after having bad experiences, one of them, was when the car drop the speed in the freeway while driving (70mph drop to 45mph)No explanation for what happend I spoke with carmax about my concerns they did not take it seriously saying that I was exaggeratingThey decided to give me the only possible option, exchange it for another car, with low miles, newer and less paymentsI agreed and trust them It came out, that I had to put a high downpayment and my monthly payment went up over 100$ more than the first carThey convinced and promised me, that after month I can refinance it, and drop the payment a 50% I purchased in April of 2014, [redacted] '10, Within weeks the transmission began to fail, took it to the mechanichs of carmax, they said I was exaggerating (again using that word) everything was fine no problems Weeks later transmission gets worse Took it back to them, and they found the problem, needed a new transmissionGot the car back with the problem solved, 24hs later, transmission fails again, but this time followed by a strange noice coming from the underbody I called them but they ignored me and didnt returned my callsDecided to speak with a Manager, he was rude, disrespectful, sarcastic and even laughed at me, for what I said days after I spoke to the manager, I exit the freeway, drove blocks, the lug nuts came off causing the wheel to came off from the axleI was scared, shocked and gracefull, that didnt ocurred in the freeway going mph or that wasnt one of my family members behind the wheel Tow the car, right away back to carmax, but this time I was tierd of being abused by them I spoke with the manager, he fought me, with sarcasm, aggressiveness, he repeated constantly that I wasnt right, tried to shut my mouth because I was being to loud, tried to intimidate and threat us standing front of me with anger and raising his voice, no room for me or my co-signer to talk and explain our situationFinally, the general manager got involved and accepted the car back with out any payment from us Was hard to explain our selfs, We felt descriminatedBy the way, the strange noise coming from the underbody, was the lug nut, the mechanichs after they place back the transmission, they didnt adjust well the front tires to the axleThats how well they inspect theyre cars before they sell or return it In the other hand, CARMAX offers you a free [redacted] , I had an accident with the [redacted] ***, wich was reported to my inssurance and a police reportFound out month later I returned the ***, the [redacted] is clean Sinceraly, [redacted]

March 25, 2014> VIA ELECTRONIC MAIL [redacted] ***, Operations Supervisor Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA Re: Complaint ID [redacted] Dear [redacted] ***: I am in receipt of the complaint filed by [redacted] on March 12, regarding a [redacted] (the “Vehicle”), VIN [redacted] , that was purchased at the CarMax store located in Merriam, Kansas (“CarMax”), on or about December 2, [redacted] requested to be reimbursed for the diagnosis and repairs of the oil leak in his desired settlement [redacted] mentioned in his complaint that he currently still has an oil leak CarMax reached out to [redacted] on or about March 12, to discuss his concern CarMax invited [redacted] to bring the Vehicle in for a diagnosis and to have the needed repairs completed CarMax offered to provide [redacted] with transportation while the needed repairs were being completed [redacted] declined the offer and stated he would be taking the Vehicle to a third party dealer As a gesture of goodwill CarMax submitted a reimbursement in the amount of $ [redacted] on or about March 25, for [redacted] past two Service visits 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] Analyst, Customer Relations

January 30, Roman"> [redacted] Revdex.com Moorefield Park Drive Suite Richmond, VA RE: [redacted] [redacted] VIN [redacted] (“the Vehicle”) Dear Ms ***, Thank you for forwarding this complaint received in your office from Mr [redacted] regarding the Vehicle he purchased from CarMax of Ontario, California (“CarMax”) on 12/06/Mr [redacted] is requesting that CarMax allow him to return the Vehicle CarMax appreciates the opportunity to respondMr***’s vehicle was repaired at no expense to him on or about 1/23/ We believe the issue to be resolved Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] CarMax Customer Relations