CarMax , Inc.

January 20, 2015
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mr. [redacted]
Complaint ID...

[redacted]
2011 [redacted] (the “Vehicle”), VIN: [redacted]
Dear Mrs. [redacted]:
I am writing you in response to your letter dated January 4, 2015 wherein you forwarded a complaint from Mr. [redacted], regarding the Vehicle purchased from the CarMax store located in San Diego, California (“CarMax”) on or about December 5, 2015.
CarMax has been in communication with Mr. [redacted] regarding this matter and has agreed to allow him to take the Vehicle to [redacted] to have the repairs noted in Repair Order #[redacted] completed at CarMax’s expense.
CarMax’s records indicate that [redacted] was able to diagnose and repair each of the concerns noted in Repair Order #[redacted].  In addition, CarMax’s records also indicate that these repairs are under warranty through [redacted] for a period of one year.
CarMax appreciates the opportunity to respond to this complaint and considers CarMax’s gesture to have the repairs completed at CarMax’s expense the resolution to the complaint.
Please contact me at (855)562-4935 extension [redacted] with any questions you may have.
Sincerely,
Nekia [redacted]
Analyst, Executive Response Team

October 16, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted]
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
[redacted]  [redacted]
[redacted]
Dear [redacted]
I am in receipt of the complaint filed by [redacted] on September 25, 2014 regarding a [redacted] (the “Vehicle”), [redacted], that was purchased at the CarMax store located in [redacted] (“CarMax”), on or about August 31, 2014.  [redacted] requested in her desired settlement that CarMax fix her Vehicle.
[redacted] shared in the complaint her frustrations around her repair delays.  [redacted] on or about September 25, 2014 dropped the Vehicle off for CarMax to address an air condition concern.  At the time of dropping the Vehicle off CarMax provided [redacted] a loaner vehicle.  CarMax diagnosed the Vehicle and was able to duplicate the air conditioning concern.  CarMax ordered the necessary parts for the repair.  Repairs were completed on or about September 30, 2014.  CarMax advised [redacted] the Vehicle was repaired and ready for pick up.  [redacted] mentioned that she was out of town for business and would not return until October 2, 2014.  She shared she would pick up her Vehicle when returning on October 2, 2014 or the following day October 3, 2014.
CarMax appreciates the opportunity to respond to this complaint and considers this complaint resolved.  Please contact me at ([redacted]) [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10347270, and have determined that this proposed action would not resolve my complaint.  Carmax finally agreed to cover the $50 fee after claiming they would NOT on several different occasions. The vehicle was sent to a ** dealer. I received the vehicle back two days later and was told the problem was taken care of. I was flat out lied to. Upon driving the vehicle home, I immediately noticed the same vibration and also and alignment issue. Carmax and [redacted] both have seen the vehicle and have not taken care of the problem. The next morning I took the vehicle to a local tire shop to have them try and diagnose the problem. After about 15 minutes of arriving the tire shop was able to diagnose the issue without much effort. The balancing done previously was not done correctly, alignment was not done correctly, and there is a BEND in one of the wheels. I myself, who is no mechanic, was able to see clearly that there was a bend in the wheel. I can't believe that Carmax and [redacted] not only didn't know h0ow to correctly balance and align the car but also didn't notice a bend in the wheel. [redacted] did make sure to add unnessessary weights to the tire to try and counter act the wheel issue, as though trying to hide the real issue and do a "quick fix". I have now been without the vehicle for 23 days and am currently waiting on a new wheel to arrive and be painted. Then will have to have it installed, rebalanced and realigned by someone who knows what they are doing therefore being without the vehicle even longer. Once again, this vehicle should have never been on the lot ready for sale. These issues should of been taken care of during the so called inspection the vehicle supposedly went through, before being offered for sale and ready to drive off the lot. Bottom line, Carmax received $35000 for this vehicle which was purchased on November 7th. Since that date to the present date, Carmax or their chosen dealer, has had the vehicle 23 days and all repairs have still not been completed. Carmax should have the decency to reimburse me the 23 days of a 30 day $730 car payment. Instead I have been given a $40 tank of gas, which basically covers the ridiculous amount of trips I've had to make to and from Carmax for these repairs. 
Regards,[redacted]

[redacted]
Revdex.com
Calibri;">720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
Re: [redacted]
Dear [redacted],
Thank you for forwarding the complaint received in your office from [redacted] regarding the
[redacted], VIN [redacted](the “Vehicle”) that she purchased on or about
October 29, 2012 from the CarMax store located in Inglewood, California.  In this complaint, [redacted] is requesting a settlement of $3,725.00.
As stated in her letter, [redacted] took the Vehicle to CarMax after being told that a [redacted] report revealed that the Vehicle had been in an accident.  At the time of purchase, CarMax ran a Vehicle History Report([redacted]) which reflected no prior accident history.  CarMax does not sell vehicles with frame or water damage. Every CarMax car is thoroughly inspected and reconditioned before it goes on the lot to ensure that the customer is purchasing a safe and reliable vehicle.
CarMax regrets that [redacted] is unsatisfied with the condition of the Vehicle. As stated in her letter, CarMax did extend an offer to purchase the Vehicle from [redacted] at a price that was $3,725.00 above what was offered to her by another dealership.  [redacted] declined the offer.
CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted], extension [redacted], if you have any questions.
Sincerely,
[redacted]
Analyst, Executive Response Team

Roman';">                                  ...⇄ August 5, 2014
Via Electronic Mail
[redacted]
Revdex.com
[redacted]
[redacted]
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. On December 7, 2013, [redacted] purchased a [redacted], VIN [redacted]the “Vehicle”), at the CarMax of [redacted].  In her complaint, [redacted] is requesting that CarMax waive the cost for the repair of both the ball bearings and tailgate mechanism.
On July 23, 2014, [redacted] spoke to [redacted], Service Manager.  [redacted] stated that she had several repairs issues since her purchase in December 2013.  [redacted] let [redacted] that he would have to review her history and call her back. 
On July 25, 2014, [redacted] spoke to [redacted] again and let know that her current repairs were not part of any previous repairs.  As a good will gesture [redacted] offered to waive the diagnostic charge. After reviewing the cost of repairs, [redacted] offered to help with the cost of the repairs too as a one-time offer.  [redacted] reduced the cost of the repairs to $369.00 from $895.00.
CarMax appreciates the opportunity to respond to this complaint. This offer is still available if [redacted] would like CarMax to repair her vehicle.  If you have any questions, please call me at [redacted].
                                   
[redacted]
[redacted]
[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]

March 25, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re:  Complaint ID [redacted]
[redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on March 12, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Merriam, Kansas (“CarMax”), on or about December 2, 2010.  [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, 2014 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, 2014 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

[redacted]
Revdex.com
Calibri;">720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
Re: [redacted]
Dear [redacted],
Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN [redacted](the “Vehicle”) that he purchased on or about
February 27, 2014 from the CarMax store located in Memphis, Tennessee.
As stated in his letter, [redacted] took his Vehicle to CarMax on or about March 28, 2014 to have several repairs completed.  All repairs were completed at no cost to [redacted] under the 30 Day Limited Warranty. CarMax was not aware of any additional concerns as the store has not heard back from [redacted].  CarMax would appreciate the opportunity to address any additional concerns that [redacted] may have.
[redacted] may contact the CarMax store located in Memphis, Tennessee and ask to speak to the
Service Manager at [redacted] extension [redacted].  CarMax appreciates the opportunity to respond to this complaint.
Please call me at [redacted], extension [redacted], if you have any questions.
Sincerely,
[redacted]
Analyst, Executive Response Team

Roman';">                                  ...⇄ September 4, 2014
Via Electronic Mail
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re: [redacted] #[redacted]
Dear [redacted]:
Thank you for forwarding the complaint of [redacted]. On April 19, 2013, [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of [redacted]  In his complaint, [redacted] is requesting that CarMax offer him some assistance with his negative equity or buy the Vehicle back for the amount he originally paid for it.
[redacted] is wanting to trade or refinance the Vehicle due to the loss of his job.  CarMax has made several appraisal offers and [redacted] is not happy because of his negative equity.  CarMax declines [redacted]’s request as set forth in his complaint. 
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext[redacted].
                                   
Sincerely,
[redacted]
[redacted]

January
15, 2015
"Times New Roman",serif;">[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted] (VIN: [redacted] (the “Vehicle”))
Dear Mrs. [redacted],
            Thank
you for forwarding the complaint received in your office from Mrs. [redacted]
regarding the Vehicle purchased from CarMax of [redacted], Georgia
("CarMax" ) on 27 December, 2014. 
In her complaint, Mrs. [redacted] requests compensation for, or
installation of, certain options on the Vehicle, or a reduction in its purchase
price.
 
As
stated in the complaint, CarMax had incorrectly listed the Vehicle as having
leather seats.  CarMax made no mention of
the Vehicle being equipped with xenon headlights and washers.  As Mrs. [redacted] indicated that these were
options that she desired, CarMax attempted to locate a like vehicle from within
existing inventory that had these features. 
 
Ultimately,
CarMax management was unsuccessful in sourcing a vehicle that met Mrs.
[redacted]'s expectations.  In the interest
of customer service, CarMax management extended the option of a full return
through 7 January, 2015.  Mrs. [redacted]
elected to keep the Vehicle.  While
CarMax is unable to take return of the Vehicle at this time, CarMax would be
happy to appraise the Vehicle and make an offer to purchase it.  CarMax declines to provide any additional
relief.
 
Thank you
kindly for providing CarMax the opportunity to respond to this matter. 
Sincerely,
[redacted]
Analyst,
CarMax Customer Relations

May 18, 2016
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mr. [redacted]
Complaint ID...

[redacted]
2012 [redacted] (the “Vehicle”), VIN: [redacted]
Dear Mrs. [redacted]:
I am writing you in response to your letter dated May 2, 2016 wherein you forwarded a complaint from Mr. [redacted], regarding the Vehicle located at the CarMax store located in Kennesaw, Georgia (“CarMax”).  Mr. [redacted] requested in the desired settlement for CarMax to refund him the amount that he paid to have the Vehicle transferred.  Additionally, Mr. [redacted] requested that CarMax repair or replace the items noted in the complaint, and then have the Vehicle transferred to the CarMax located in Chattanooga, Tennessee at no cost.
CarMax’s records indicate that shortly after the receipt of this complaint, CarMax agreed to honor Mr. [redacted]’s request as stated in the desired settlement.  However, after contacting Mr. [redacted] to inform him of this update (on or about May 17, 2016), Mr. [redacted] informed CarMax that he elected to purchase another vehicle from a facility outside of CarMax.  Therefore, CarMax was unable to fully meet Mr. [redacted]’s request, but has refunded him $199 for the amount that he paid to have the Vehicle transferred.
CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.
Please contact me at (855)562-4935 extension [redacted] with any questions you may have.
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team

[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]

Roman';">                                  ...⇄ September 9, 2014
Via Electronic Mail
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re: [redacted]
Dear [redacted]
Thank you for forwarding the complaint of [redacted]. On April 21, 2012, [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of [redacted].  In his complaint, [redacted] is requesting that CarMax refund him $1,079.00 for the return of his Extended Service Policy (“ESP”).
CarMax has processed the return of his ESP on June 16, 2014.  This refund was sent to his finance company that financed the ESP at the time of purchase.  CarMax has let [redacted] know that his finance company would be issuing the refund to him directly in the form of a debit card.  CarMax has also provide [redacted] information via email if he didn’t receive the debit card.
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted] ext[redacted].
                                   
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.Although Carmax did relay their settlement agreement regarding and in response to my complaint, I would like the balance written off as a Charity adjustment not [redacted] reported to[redacted]. I am on total disability and do not or should not have to deal with any issues regarding this matter and should be handled as such. My sister spoke with Carmac yesterday to give us something in writing and also informed her that once we have paid remaining balance in full, he would mail us the "title" to the truck. We need this in writing from Carmax with all pertinent information as noted in the response sent to your office at the Revdex.com.
We need this letter of confirmation and acceptance sent out asap to the address they have on file which is the home address.
Please confirm with Carmax that this is part of the settlement and my agreement with them as well as their agreement with me in the handling of this complaint.
Thank you,
Sincerely,
[redacted]
Mobile [redacted]
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.
CarMax's "offer" to resolve this is riddled with lies and inconsistencies. CarMax called me on February 15, 2016, at 10:50am. The call lasted 22 minutes at which time I was made no offer for a diagnosis of the problem. In fact, the woman I spoke with indicated that while she was going to bring my request for them to pay for a diagnosis to the "senior team" she did not believe they'd offer to cover these costs. I was then contacted again on February 16, 2016 at 10:05am, with a call that lasted for 40 seconds wherein it was confirmed, that the "senior team" would not offer to cover costs of the diagnosis of the problem, but would do the labor to diagnose the problem "cheaper than the dealer." Evidence of these calls is attached herein. I rejected this response as I do not believe I should be paying for the costs of diagnosis.
Should CarMax decide to be truthful and practice acceptable customer service practices, I'd be happy to have a diagnosis of the problem performed by the Volkswagen Dealer. The costs may be paid directly to the dealer by CarMax. Given their apparent willingness to be untruthful, even to the Revdex.com, I do not believe it would be in my best interests to trust their diagnostic team. This company is obviously willing to go to great lengths, including lying to third parties now, to not have to be liable for their misdeeds.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
We would like to add to our case against CarMax in King of Prussia.  We received a notice saying we did not respond in a timely matter and the case was considered closed - we would like it to remain open.
 
As stated in the response from CarMax - we were given two options and we declined the appraisal.  This is not true - we did have the car appraised while it was still in need of a repair and CarMax told us we would have $8000 in negative equity which basically made it impossible for us to proceed in any other way - we had to have the engine repaired.
 
It took CarMax 30+ days to get the car back to us once we agreed to the engine repair.  We made at least one car payment in that time for a car we did not have in our possession.  We now have the car back.  The air conditioner is still not working properly (this has been a complaint of ours since we purchased the vehicle in September).  In addition, there is a live wire that rests at the driver's feet for no apparent reason - we have asked CarMax to look into this and all they do is tuck it under the foot mat.  We have now put electrical tape on it as a precaution.
 
We want to get out of this vehicle.  We went back to CarMax to have the car re-appraised this week.  CarMax now says the car is worth $17500 - which means we still have a negative equity of $3200.  We do not have $3200 to simply wipe that first loan away, so, we are forced to roll that into our next loan.  We have a strict budget and we cannot afford more than what we are paying on a monthly basis to CarMax finance for the Aspen ($381/mo).  This means we can only look at cars that are older with more mileage OR cars that are smaller with less features.
 
We are not happy with either option.  We bought the Aspen because of the size and features.  We sometimes transport my 65 year old mother-in-law and 89 year old grandmother-in-law who both require wheelchairs - we need a vehicle that fits 7 AND still has room for storage.  We feel like CarMax will be getting money out of us 2 times with the offer that is currently on the table.  They will make money off the first sale of the Aspen to us, they will make money off the resale of the Aspen to whoever comes in and buys it after we trade it in and they will make money off the sale of a new car to us.  Something doesn't seem right here.
 
Additionally, we did pay for half of the engine repair, we also paid to have the car inspected and new brakes were installed at that time.  We have been on time with all of our monthly car payments to CarMax finance.  We really want and need that negative equity not to be an issue!  We feel we should be able to get into a car of equal value to what we purchased in September (in size, price and features) for the same cost to us.
 
We want this case to remain open.  Please let us know if that is possible.
 
Thank you, [redacted]

September 16, 2016
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mr. [redacted]
Complaint ID [redacted]
Dear Mrs. [redacted]:
On or about September 15, 2016, CarMax attempted to make contact with Mr. [redacted] by phone, in order to offer him a written appraisal for the Vehicle in the amount of $16,000.00.  This offer does not reflect any deduction due to the current damage to the driver’s side headlight, but is contingent upon the Vehicle being in the same condition as when CarMax last saw it (with no new damage or excessive mileage).
If Mr. [redacted] would like to accept this offer, he is encouraged to visit CarMax’s Southwest Freeway location within 7 days from the receipt of this  response.  
Alternatively, CarMax is willing to fix the damage to the driver’s side headlight at no cost to Mr. [redacted] if he would like to keep the Vehicle.
If Mr. [redacted] has any additional questions or concerns, please request that he contact me at [redacted]
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

April 25th, 2014
[redacted]
Revdex.com
[redacted]
[redacted]
RE: [redacted]
[redacted] VIN: [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the additional message regarding the complaint that was filed by [redacted].
Research shows the CarMax Management Team has been in contact with [redacted].  An appointment is scheduled to review [redacted]’s concerns to determine what options are available to assist.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
[redacted], CarMax

July 26, 2016
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID [redacted] (the “Vehicle”), VIN:...

[redacted]
Dear Mrs. [redacted]:
I am writing in response to your letter dated July 8, 2016 wherein you forwarded a complaint from [redacted] regarding the Vehicle purchased from the CarMax store located in Des Moines (“CarMax”) on or about December 11, 2014.
Mrs. [redacted] complaint is that she was confused by the coverage of the Guaranteed Asset Protection ("GAP") product she purchased.  She thought the product would cover her car payments if she became sick.  CarMax does not offer any such product and our processes for offering GAP are standardized and follow a specific flow within our sales transaction program.  In fact, when Mrs. [redacted] first brought this concern to our attention we conducted an investigation and concluded that no one misled Mrs. [redacted] into believing the product offered was for anything other than GAP, which would  cover the balance of her account if she incurred a total loss. 
Our standardized process for the presentation of the GAP product begins after a credit offer is selected.  This action prompts the system to display the screen introducing GAP.  The GAP screen explains, among other things, that a GAP Agreement pays the difference between what you owe and what insurance will cover in the event of a total loss.  Additionally, the screen displays the cost of GAP.  If the customer makes the choice to purchase GAP he or she does so on this screen. Following the Retail Installment Contract, the GAP Waiver Agreement is presented.  As the associate walks through the form they explain the coverage terms and advises customers to read the contract thoroughly to understand their obligations under the agreement, as well as their benefits.  It is important to note that this paperwork presentation is performed by someone other than the associate who first introduced the GAP product during the sales transaction, so if there was confusion by Mrs. [redacted] during the sales process, the business office associate would have been able to address this confusion at the time they were reviewing the GAP Waiver Agreement.  CarMax does not offer any product that would function as disability insurance, which seems to be what Mrs. [redacted] describes.
 Our records reflect that CarMax’s Customer Relations Department conducted an investigation of Mrs. [redacted]’s initial complaint regarding this issue between the dates of July 6, 2016 and July 8, 2016.  At that time we concluded that our standardized process was followed and provided the above explanation to Mrs. [redacted].   
CarMax appreciates the opportunity to respond to this complaint and will honor Mrs. [redacted]’s request not to be further contacted back by the business.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
Nekia W[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 know it is closed but I wanted to respond to their response. They are saying that I had a daily interest loan. I was not aware that it was that type of loan. That was not told to me when I purchase the car that was the type of loan that I was getting. I 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 loan. It 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 car. They know if I had known that most likely I would have made that decision to buy with that type of loan. I think when they sale you merchandise they should explain that to you when you are making the purchase. I did not even now that that type of loan existed when purchasing cars. I 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]
[redacted] or contact me at [redacted]