CarMax , Inc.

Review: The day I purchased the vehicle, September 1st 2015, I noticed a problem with the air conditioning. It will run cold for a few minutes then it will turn warm. I took it in for service but the repairman couldn't find the problem. I'm still having that problem so I contacted Carmax corporate office via a letter. They did contact me but because I didn't purchase a warranty they won't repair it. Being that the air conditioning system was problematic the day I purchased the vehicle, I'm asking for them to fix the AC in my car at no cost to me.Desired Settlement: I would like for Carmax to repair the air conditioning system in my car at no cost to me.

Business

Response:

August 11, 2016

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Complaint ID: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated July 27, 2016 regarding

the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)

on or about September 1, 2015.

In the complaint, Ms. [redacted] describes concerns with the

Vehicle’s air conditioning system and requests that CarMax complete the

necessary repairs at no expense to her.

Repair documentation states that Ms. [redacted] visited CarMax on or

about September 17, 2015 to allow the service department to look into a few

issues during her 30-Day Limited Warranty period. Service records state that

while Ms. [redacted] stated the air conditioning was blowing warm air, CarMax completed

proper diagnostic testing and found the system operating as designed. As a

result of this, no repairs were completed for this specific concern. Service

documents state that Ms. [redacted] scheduled a second visit for the air

conditioning concern on or about January 11, 2016, and did not attend her

appointment as scheduled.

Company records indicate that CarMax then received a letter from

Ms. [redacted] regarding this concern on or about June 23, 2016. After receiving

her written correspondence, a member of CarMax’s Customer Relations department

called Ms. [redacted] on or about June 27, 2016 and June 28, 2016. The mechanical

issues with the Vehicle were discussed around this time with the CarMax service

management team, as well. CarMax’s records indicate that the Service Manager

made several attempts to reach Ms. [redacted] by phone with an offer of

assistance. However, he was not able to leave her a voicemail due to her phone

system settings.

While CarMax is unable to participate in providing repairs to the

Vehicle at no cost, CarMax will diagnose the air conditioning concern free of

charge and offer the necessary repairs at a reduced retail cost for Ms.

Freeman. Should Ms. [redacted] wish to accept this offer of assistance, she is

encouraged to call the CarMax service department at [redacted], option **

CarMax appreciates the opportunity to respond to this complaint.

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

with any questions you may have.

Sincerely,

Kristina S[redacted]

Review: We bought a car from Carmax in [redacted], Wisconsin beginning of April. It was a Saturday so banks weren't open, they asked us to put money down and that we would get a refund when we came back with our pay off and financing. They guesses the amount of the pay off.

When we went down to drop off our bank work they told us we'd have to wait ONE week to get a check. They quoted us a refund of $[redacted] they even wrote it on the paper work. 3 weeks later I still didn't have a refund so I called again and was told in another week I would get $[redacted] back which was less than they told us. I didnt agree to that total and told them that. 5 weeks later I got the $452 check but want the rest of what they owe me. This customer service here has been horrible.Location: [redacted], Wisconsin Make: [redacted] Model: [redacted] Owner/Co-Ownder? YesDesired Settlement: I want the rest of what Carmax (Nick P[redacted]) told me I would get back. Which is 185.97

Business

Response:

May 27th,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

(VIN: [redacted] the

“Vehicle”)

Dear Mrs. [redacted],

Thank you for forwarding the

complaint received in your office from Ms. [redacted] regarding her purchase of

the Vehicle from CarMax of [redacted], WI (“CarMax”) on April 2nd, 2016. In

her complaint, Ms. [redacted] requested an additional reimbursement of $[redacted] on

her loan after refinancing with a third-party lender.

CarMax

was aware of Ms. [redacted]’s concerns prior to receiving this complaint. At the

time of purchase, Ms. [redacted] agreed to financing terms with CarMax Auto

Finance who required a down-payment of $[redacted] to purchase the Vehicle. Ms. [redacted]

then informed CarMax that she would be refinancing the loan through a

third-party lender. When Ms. [redacted] completed the transaction, she inquired

if she would get her down-payment returned by the third-party lender. CarMax

informed Ms. [redacted] that would depend on the specific amount agreed upon for

financing terms with the third-party lender.

Due to the timing of the

transaction on a weekend, CarMax was unable to reach the lending company owning

Ms. [redacted]’s loan on the trade-in. As a result, CarMax completed an estimated

payoff for the loan on the trade-in vehicle. This ended up being over-estimated by

approximately $[redacted] which was satisfied when Ms. [redacted]’s third-party lender

included that balance on the trade-in via one transaction and loan for the

Vehicle.

Ms.

[redacted] was later reimbursed for the $[redacted] down-payment in approximately May

of 2016 by CarMax. CarMax did have a delay in processing the title concerns on

the trade-in vehicle with Ms. [redacted]’s third-party lender, and as a result,

provided an additional $98.00 in goodwill to Ms. [redacted].

CarMax

will not be participating in any additional financial compensation to Ms.

[redacted] as a result of the financing terms agreed upon with her third-party

lender.

In

the event Ms. [redacted] has any further questions about this, she may contact me

at 1-800-519-1511, ext. [redacted].

Thank

you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

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.

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

Regards,

[redacted] we agreed to getting [redacted] that is all we agreed too. We are still owed [redacted].carmaxx knows they are in the wrong, you wouldn't just give me [redacted] that easily just because. I will not accept any offer that's not [redacted] This isn't fair and carmaxx knows it.

Review: I purchased my car on March 24, 2016 and had some issues when I test drove it. The salesman assured me that everything would be fixed for free. They made me an appt on April 4. I took it to Firestone and had an inspection before that and gave them the paperwork. They had my car until April 21 and not everything is fixed. They said it was but the seat a/c clearly does not work. I believe that they are fixing the minimum on cars they receive and hoping no one uses the 30 day warranty. When you do try to use the 30 day warranty, they over book their service so they have to keep your car for days to weeks at a time. They gave me some random loaners off the lot but I am paying for my car and want to drive my car. This stuff was obvious and should have been fixed before them stamping it "certified". I am very concerned about hidden dangers on the car now for myself and my 3 young children. I came back on May 5 to have it fixed and waited 2 hours for them to tell me that they did not order all the correct parts. I did not want to leave so I think they made that up to get me out of there because they knew they weren't going to work on it that day. I came back again on May 9th and said I would drop it for the day but had to have it that evening. They said yes and then called to say no. My car was in the same spot and was never touched. They had no intention of working on my car yesterday. I physically went in after calling you customer relations dept and was guaranteed it would be ready to day. I received another call today saying that the lumbar in my drivers seat was broke. It was not broke before but is magically broke now. I am guessing they either broke it or again did not have enough time to fix it today and made this up. I have contacted channel 9 action news who investigates issues like this and Florida Dept of Agriculture and Consumer Affairs.Location: Orlando on SemoranMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I want Carmax to finish my car ASAP and then pay to have the local [redacted] dealer ([redacted]) inspect it fully to ensure there are no other issues or hidden dangers. I am very concerned that my car was patched up in hopes that the buyer would not utilize the 30 day warranty. I know my car is getting pushed to the side while they fix other paying customers cars instead of fixing their issues with my car that should have been taken car of previously.

Business

Response:

May 25, 2016

Review: Negative stars is more fitting! John, the manager of service, has no integrity and lacks customer service skills! My used [redacted] was brought in after I purchased it for some minor repairs: replace sunroof button, an alignment due to pulling, one key did not work and my mud flap was not connected.

In the beginning, this procedure was a dream. Tre offered me a loaner vehicle, all of my issues were addressed and my pick up date was looming. Unfortunately, my bumper needed to be replaced due to missing clips. I agreed to have the bumper replaced... I have not have my car since 4/12!

I was called one hour before my promised pick up date, informing me that there was scratches on my rear bumper and that my car would not be ready until next week. Selfishly, I want to drive the car that I just purchased, not the loaner given to me. And, what company calls consumer one hour prior to pickup to say the car isn't ready, when you were promised a Friday pick up after having the car for almost two weeks?!

After complaining to John, who's demeanor informed me he could care less about my inconveniences, I reached out to Carmax Consumer Affairs. They concluded that the car indeed needed to be repainted and that I should pick up the vehicle NEXT WEEK when I return from a working trip.

To my surprise, I recieve a call from John on Saturday that my car was ready for pick up. I stopped what I was doing, drove 35 mins to Norcross and guess what?!? My bumper was not repainted and had scratches, there were new scratches on my front passenger side AND THE CAR WASN'T EVEN CLEANED! Understandably, I was irate and demanded I spoke to a manager.

Nothing can be resolved today because Carmax doesn't offer ANY CAR SERVICE on WEEKENDS! So, here comes more delay. John has yet to admit fault nor apologize. I have not been offered anything for the emotional distress nor the time I have wasted driving to Norcross twice now about this car.

I haven't had the car in my possession & bill is due.Location: Norcross, GAMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I want my car corrected AND I want some sort of compensation for the time loss and the stress endured by the service department.

Business

Response:

May 10,

2016

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted] 2012 [redacted] (“the Vehicle)

Dear Mrs.

[redacted],

Thank you for forwarding the

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

purchased from CarMax of Norcross, GA (“CarMax”) on April 5, 2016. In her complaint,

Miss [redacted] states that after she purchased the Vehicle, she brought it to

CarMax to have a number of minor repairs completed.

After

completing repairs on the Vehicle sunroof, alignment, key and mud flap, CarMax

discovered that additional cosmetic repairs were needed on the Vehicle’s

bumper. On April 22, 2016, CarMax informed

Miss [redacted] of the need for additional repairs. CarMax committed to completing the additional

repairs the next day.

CarMax completed repairs on the

bumper on April 23, 2016, and informed Miss [redacted] the Vehicle was

ready for pick up. Upon reviewing the

repairs, Miss [redacted] expressed that she was not satisfied with the quality of

the repairs. CarMax wanted Miss [redacted]

to be satisfied with the cosmetic quality of the Vehicle and repairs, and

committed to completing additional cosmetic repairs.

On approximately May 2, 2016, CarMax

completed the additional cosmetic repairs, and Miss [redacted] picked up the

Vehicle. All repairs on the Vehicle were completed under CarMax’s 30-Day

Limited Warranty at no cost to Miss [redacted].

While CarMax declines to provide any additional relief, we appreciate

Miss [redacted]’s business and the opportunity to complete repairs to her

satisfaction.

Sincerely,

Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

November 3rd 2015. I financed a 2009 [redacted]. I have had nothing but problems with this car. About a week and a half after buying it I had to have it towed in because it wouldn't start. I'm making payments while my car sat at carmax for a month while they tried to figure out what was wrong with it. I got to the point that I couldn't deal with the excuses the service department was giving me on why it was taking so long to get my car back. And asked if they would just give me a different car, their response was it was over the 7 days they give you to return the car well of course it has been over 7 days because it's been sitting at carmax waiting to get fixed for a month. But they did offer to give me a appraisal for the car I bought that was with them all this time.
I turned it down and just wanted my car fixed. I knew if they appraised my car they would say it was worth only 2 or 3 k. And I paid over 11.000 plus 27% interest rate.
Well my car has been towed in 3 times for not starting and now sits stalled in my parking lot again. And I'm being told that I have to pay towing , parts and labor and a test to figure out what is wrong with it plus my 100.00 deductible for my carmax extended warranty. it makes no sense to me. I have filed a lemon law claim. Against carmax. Don't waste your money once you sign the paper work they treat you like a piece of dirt. I'm a single mother of 2 and this experience has drained me money wise and stress wise. I continue to contact Carmax with hopes of fixing all the issues or them taking the car back, but they never return my calls.

Review: The vehicle was reconditioned for sale by Carmax prior to our purchase. Shortly after purchasing the vehicle in April 2016, it was taken to a [redacted] dealer for inspections. They noted the two front tires had dry-rot, the front rotors needed to be replaced, and the brake fluid was discolored. After taking the vehicle back to Carmax with the report, they only address the issue of the dry-rot back in May 2016. In June, I called about the constant squeaking that began after having the vehicle serviced in May. I was told the brakes needed to be worn in and outside conditions causes the brakes to squeak. It is now 2 months later, my brakes are still squeaking and I am being told the same thing. My rotors were measure back in April and again in August. In April the measurements ere about 1.16XX. However, In August they measured 1.19XX. How is this possible? I took the vehicle to Firestone on 8/13/16 and was told that the vehicles is squeaking because new brake pads were added, but the rotors were not serviced. It was speculated that the rotors were not serviced because they were to thin to be resurfaced and they would have needed to be completely replaced.Desired Settlement: Replace the brake pads and rotors, simultaneously.

Business

Response:

August

26, 2016[redacted]720

Moorefield Park Drive, Suite 300Richmond,

VA 23226[redacted]Dear

Mrs. [redacted],Thank

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

the Vehicle purchased from CarMax of Jacksonville, FL (“CarMax”) on April 20,

2016. In the complaint, Mr. [redacted] details concerns with the Vehicle’s brakes

and requests that CarMax replace the brake pads and rotors, simultaneously, at

no cost to him.On

or around May 3, 2016 Mr. [redacted] wife brought the Vehicle to CarMax for

service. During this visit, CarMax

replaced the two front tires, tested the brake fluid and measured the pads and

rotors. At this time, CarMax confirmed that the brake fluid, pads and rotors were all within guidelines and that

no repairs or replacements were necessary. On

or around August 9, 2016, Mrs. [redacted] brought the Vehicle back to CarMax,

stating the brakes were squeaking and that the rotors still needed to be

replaced. CarMax again inspected the pads and rotors, and found them to be

within guidelines. During

the visit, CarMax allowed Mrs. [redacted] to view the Vehicle while it was on a

lift, and also showed the family member the related brake measurements.Following

the August 9, 2016 service visit, Mr. [redacted] called CarMax requesting an additional

brake inspection. CarMax scheduled an

appointment for August 19, 2016. However, he did not show for this

appointment. CarMax then placed a

follow-up call to Mr. [redacted] in an attempt to reschedule his appointment, but has

not heard back from him as of August 26, 2016.On

both above occasions, CarMax measured and inspected the brakes, confirming that

all examined parts met guidelines. Therefore,

CarMax has made the decision to decline Mr. [redacted] request for replacement. CarMax

appreciates the opportunity to respond to this complaint. If you have any additional questions or would

like to discuss this concern further, please contact me at [redacted] ext. [redacted] Sincerely,Jennifer

L[redacted]Analyst,

CarMax Customer Relations

Review: We requested a change of title on June 31 as we had moved to the state of Alabama and need to get a tag. My tag has now been expired for 12 days and we just now received a notice that we didn't fill out the original form correctly and must spend half a work day revisiting the county courthouse again to resubmit the form and wait approximately 13 days again for another response. I tried for three days once submitting the original form to verify the request and nobody was able to help me and were very matter of fact that they couldn't help me. It should not take 30 days for a company that deals with car sales in multiple states to deal with a simple title request that is required by Alabama state law and in 2016 a process should not involve driving to the courthouse, faxing a form and waiting for weeks for the response in the mail.

Business

Response:

Review: When I purchased the car the salesman ran my credit 41 times which lowered my credit score 120 points. I wrote a letter to them regarding this and they told me that I bought a car there and they ran my credit. Well it is not ok to just run a persons credit 41 times. I saw the salesman was doing that and I asked him if what he was doing going to hurt my credit. He said oh no. Well I have sent many letters to all the inquirers and they told me that they cannot remove it. The credit bureaus said that I need a letter from CarMax need to get in contact with all of them to have them removed.Location: Hillside, ILMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like all the inquiries off of my credit report. I cannot get a home because of this.

Business

Response:

May 6, 2016

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE: Consumer

Complaint of [redacted]

Dear Sir/Madam:

Thank you for sharing Ms. Cathy

[redacted]’s complaint and providing us with the opportunity to respond. Ms. [redacted] acknowledges that she applied for

credit with CarMax Auto Superstores, Inc. (our “Dealer Affiliate”) to finance

the purchase of a vehicle. Ms. [redacted] alleges, as a result, she incurred 41 inquiries

on her credit file and her credit score has been negatively impacted. Accordingly, Ms. [redacted] requests that we contact

the credit reporting agencies to request the deletion of the inquiries.

We informed our Dealer

Affiliate of Ms. [redacted]’s complaint and requested information regarding Ms.

[redacted]’s credit application and transaction history. Based on our review of the information

provided, it is our position that Ms. [redacted]’s complaint lacks merit and we

cannot provide the resolution she desires.

Our Dealer Affiliate’s

records reflect that, on July 21, 2014 and July 22, 2014, Ms. [redacted]

visited our Dealer Affiliate’s store in Hillside, Illinois. On these visits, Ms. [redacted] agreed to submit

5 separate joint credit applications with Ms. Monica [redacted] to finance the

purchase of a 2011 Mazda [redacted]. These

applications were reviewed by a total of 8 financial institutions and the

[redacted]s ultimately accepted a credit offer from [redacted] to purchase the

vehicle.

Prior to submitting her credit applications, and as it does for

each of its applicants, our Dealer Affiliate presented Ms. [redacted] with

an opportunity to review and agree to its Credit Application Terms and

Conditions (“Consent Form”). Among other

things, the Consent Form authorizes our Dealer Affiliate and its finance

sources (including, CarMax Auto Finance) to “use your credit reports and verify

your application information.” Ms. [redacted] agreed to and signed a Consent Form for

each application and they are attached to this response.

Lastly, with respect to Ms. [redacted]’s assertion

that her credit score dropped 120 points because of her credit applications and

the resulting inquiries, this is inconsistent with our understanding of how

credit reporting agencies treat such inquiries. We encourage Ms. [redacted] to

review Experian’s FAQs on this topic which can be found at:

http://www.experian.com/credit-education/score-faqs.html. These FAQs explain that multiple inquiries

for the purchase of a financial product (e.g., an auto loan) within a short

period of time such as 14 days is treated as a single inquiry and have little

to no negative impact to a credit score.

This is consistent with an explanation provided by the Consumer

Financial Protection Bureau, which can be found at:

http://www.consumerfinance.gov/askcfpb/763/can-shopping-loan-have-effect-my-cred...⇄ Since Ms. [redacted]’s applications were

submitted over the course of 2 days, the resulting inquiries should have had

little to no impact to her credit score, much less a decrease of 120

points.

If Ms. [redacted] has any

further questions or concerns regarding our explanation, she is welcome to

contact me by phone at [redacted] or by email at [redacted]. Thank you for bringing Ms. [redacted]’s

complaint to our attention. If you need

any additional information, please do not hesitate to contact me directly at

the contact information provided above.

Sincerely,

Brent A[redacted]

Operational Compliance

Manager

CarMax

cc: Ms. [redacted]

Enclosures

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.

Review: I purchased the car in October and was told that Carmax guarantees their previously owned vehicles. I had 30 days as a warranty but the vehicle was also under manufacture warranty. I trusted the brand of Carmax that they had gone though the vehicle top to bottom so I had nothing to worry about. At 45 days from purchase the front brakes started squealing. I took it to my local [redacted] dealer and they said the brake pads were at 2mm...this is extremely dangerous and obviously had not occurred during my 45 days of ownership. I live about 75 miles from the Carmax I purchased from and did not feel safe driving to to them under these dangerous conditions. I instructed the dealer to fix the brakes at a cost of $800. I contacted Carmax about the issue and they said there was nothing they could do since it was over 30 days. I could not believe that they would not take responsibility for the negligence of selling a vehicle with dangerous brake pads and then offer no solution to the expense I had to undertake. After that service the dealer gave me a detail of other issues with the vehicle that needed to be attended to. To date I have spent about $3000 on this vehicle on things that should have been dealt with by Carmax prior to selling the car.

I have spoken to the service manager at the Carmax location along with someone from the corporate office and both explained that I could not prove that the issues were there prior to the purchase and they were not interested in offering me any financial settlement toward the repairs that I had to incur so that the vehicle operates properly and safely.Location: Miami Auto MallMake: Land RoverModel: Range RoverOwner/Co-Ownder? YesDesired Settlement: I want to make all consumers aware of the deception by this business that touts itself as a trustworthy company. My advice to anyone buying there is to take the 5 day waiting period and drive the vehicle directly to the dealer have them go through it thoroughly and give a report. Take that back to Carmax and if they won't take care of what is in the report do not buy the vehicle.

Business

Response:

May 3, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. [redacted]

Complaint ID: [redacted]

2013 [redacted] Range Rover Sport (the

“Vehicle”), VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated April 20, 2016 regarding

the Vehicle purchased from the CarMax store located in Doral, Florida (“CarMax”)

on or about November 15, 2015.

In her complaint, Ms. [redacted] expresses concerns regarding the

Vehicle’s brakes and additional repairs that have been completed at her local

[redacted] service center. She states that she has submitted her letter for

informational purposes, and doesn’t request any settlement from CarMax.

CarMax’s records indicate that Ms. [redacted] connected with both

the International Mall location and the Customer Relations department regarding

her concerns on or about December 31, 2015. Company records state that Ms.

Peterson also spoke with her Sales Consultant around this time and requested to

have the [redacted] service center complete brake repairs on the Vehicle. She

was advised that the request would need to be communicated to service

management at CarMax for consideration. Service records indicate that Ms.

Peterson authorized the brake work and elected to not speak further with

management at the International Mall store.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at ###-###-####, extension [redacted],

with any questions you may have.

Sincerely,

Kristina S[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.

Their answer is as vague and bogus as when I spoke to them and it was definitely before Dec 31. They refused to accept that the vehicle was in need of extensive repairs that were dangerous to my safety. Because of their refusal I was forced to move forward with the dealer and pay for them myself.

Regards,

Review: CarMax sold me a car roughly two months ago that I put less then 1700 miles on and has had catastrophic engine failure. I contacted CarMax service department and was told I need to take the car to the [redacted] dealer. Had [redacted] do an inspection of the car and found out the brakes that were installed by CarMax were installed backwards and incorrect. [redacted] also informed me the engine oil pan was previously damaged and repaired with what looks like a bonding paste. I had [redacted] document the incorrectly installed brakes and damaged oil pan. I then towed the car to a performance shop for a second opinion to dig deeper into the cars engine and was notified the cars engine electronics (computer) has been tampered with. The shop informed me the car has 93 parameters that were changed and altered such as Emissions disabled, engine over speed limiter, engines air/fuel ratio, engines spark timing tables, vehicles governed top speed, etc. which could be a contributing factor in why the engine has failed in less then 1700 miles.

Product_Or_Service: 2007 [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Due to the fact CarMax sold me an unsafe, altered, tampered car with a damaged engine oil pan and emissions disabled, I want CarMax to take the car back and refund my money.

Business

Response:

March 16, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Mr. [redacted] regarding the [redacted], [redacted],

(the “Vehicle”) that was purchased on or about November 18, 2014 from the

CarMax store located in Las Vegas, Nevada (“CarMax”). At the time of purchase, the Vehicle had

55,949 miles registered on the odometer.

The Vehicle did come with CarMax’s Limited 30-Day Warranty. Also at the time of sale, the Vehicle was

CarMax Quality Certified and did meet all CarMax standards. Mr. [redacted] chose not to purchase the MaxCare

Extended Service Plan. In this

complaint, Mr. [redacted] is requesting a full return of the Vehicle.

CarMax was unaware of the Vehicle brake installation, oil

pan, or engine concerns. Mr. [redacted] did

not contact CarMax until after the Vehicle’s engine had blown, and he stated

that he had the vehicle towed to numerous service centers. CarMax has since been in communication with

Mr. [redacted] about his concerns. The Vehicle

was towed to CarMax where technicians attempted to diagnose the engine problems. CarMax found that the computer had been

cleared of all its data to include the "freeze frame" data, which

would have given a snap shot of the exact conditions of the engine at the time

of the catastrophic failure. Mr. [redacted]

told CarMax that he had disconnected the battery and knew that would erase the

data. CarMax was not able to verify the

oil level because Mr. [redacted] drained the oil.

CarMax did recommend that Mr. [redacted] take the vehicle to a local

dealership to try and discover more stored data. CarMax received and reviewed all documentation

related to service records on or about February 19, 2015. CarMax then discussed this review with Mr.

[redacted] on or about February 23, 2015.

Mr. [redacted]’s claim that the Vehicle was performance tuned and that the

engine was modified cannot be verified since Mr. [redacted] disconnected the

battery in the Vehicle which deleted all the useable and needed data of what

was happening to the engine at the time of failure. CarMax did not have the opportunity to

diagnose the engine concerns until after the battery was disconnected and oil

drained.

CarMax is declining the settlement request as set forth in

the complaint.

CarMax appreciates the opportunity to respond to this

complaint.

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

have any questions.

Sincerely,

Analyst, Customer Relations

Business

Response:

March 26, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the additional message in response

to the complaint [redacted] received in your office from Mr. [redacted]

regarding the previously referenced Vehicle.

In this message, Mr. [redacted] states that he does not accept that CarMax

is declining his request to return the Vehicle.

According to our records, CarMax previously reviewed all of

the documents that were also submitted by Mr. [redacted] to the Revdex.com. CarMax did conduct a 125+ point inspection on

the Vehicle, and as part of that inspection the oil was changed and the brakes

were inspected. At the time of sale, the

Vehicle was CarMax Quality Certified and met all CarMax standards.

CarMax sold Mr. [redacted] the Vehicle on November 18,

2014. Mr. [redacted] did not contact CarMax

until after he had towed the vehicle to numerous service centers. CarMax has no way of knowing what happened to

the Vehicle between the time Mr. [redacted] purchased the vehicle until CarMax was

able to inspect the vehicle.

CarMax’s position has not changed. CarMax appreciates the opportunity to respond

further to this complaint. CarMax now

considers this complaint closed.

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

have any questions.

Sincerely,

Analyst, Customer Relations

Review: I am reporting unfair business practices. This company charges $50 for late charges and charges it to the life of the loan. My maturity date is 11/2016. This company is charging me $2300 in late fees with interest. This is despicable business practices. Desired Settlement: I would like a settlement on this outlandish fee. I propose paying half of this.

Business

Response:

Dear Sir/Madam:This is further to the above referenced consumer complaint. Thank

you for bringing [redacted] complaint to our attention and for the opportunity to respond.

[redacted] is questioning the amount of the late fees on her account and her

resulting account balance.[redacted] has a “simple interest” contract, and according to

[redacted] contact, she financed $25,813.88 for 60 months at an annual percentage

rate of 14.60% and a monthly payment amount of $612.41. The total dollar amount

of finance charges disclosed on [redacted] contract is $10,930.72. This dollar amount

represents the total amount of finance charges [redacted] would pay over the term

of the contract if she paid her monthly payment on its due date each month for

60 months. However, [redacted] poor account payment history has negatively

affected her account balance.Specifically, since origination 55 months ago, [redacted] has

paid past her due date 47 times. She has paid past her 15 day grace period 28

times. Per her contract dated November 10, 2011, paying past her 15 day grace

period has resulted in the charge of 28 late fees to her account. However, [redacted]

of these late fees was waived as a onetime courtesy. Another contributing

factor is a $15.00 NSF fee resulting from a returned payment. [redacted] payment

history and Contract are attached for her information and easy reference.This payment behavior can lead to late fees, additional finance

charges and a subsequent larger final payment. We have communicated the impact

of these behaviors in multiple ways:1. As it relates to the amount of the late fees, the Contract

[redacted] signed on November 10, 2011 contains the following language on pages 1

and 2,Page 1:Late Charges. If payment is not received in full within 15

days after it is due, you will pay a late charge that is the greater of $5 or

10% of the unpaid amount of the installment.Page 2:Late Charges. If payment is not received in full within 15

days after it is due, you will pay a late charge that is the greater of $5 or

10%, of the unpaid amount of the installment.In her complaint [redacted] is requesting that we credit her

account $1,150.00. Based on the information above, we cannot offer [redacted]

the relief that she seeks. However, if [redacted] is concerned about the amount

due at maturity, we recommend that [redacted] make her remaining payments on or

before the due date and to make additional payments over and above her regular

scheduled payment of $612.41 for the next four months until her maturity on November

25, 2016. Further, if she calls our Customer Service Team manager, Demetrius

T[redacted] at [redacted] at maturity, he can discuss extending the maturity date by two

months. It is important to note that interest will continue to accrue during

the extension period.We, again, thank you for bringing this matter to our attention

and affording us the opportunity to provide this explanation. If you have any further

questions or concerns, please feel free to contact me at [redacted] or by

email at [redacted].Sincerely,

Review: Since I purchased the car I have been having problems, from the car smoking took it back they say they fixed the problem, then the car doesn't want to turn over I have taken this car back 3 different times for the car not being able to turn over, they couldn't find the problem, so The manager their decides its the Censor's well thought that was fixed but 2 days later I get a oil light and a ranch on the vehicle and takes the car back, Carmax wants to charge me for the problem, then on day 3 of the manager putting on the Censor's the vehicle doesn't turn over again. I have been calling them back to back no answer and can't get through to a manager.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I want another vehicle or they can just give me my money back and take this piece of junk back.

Business

Response:

May 20,

2016

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted] 2006

Chevrolet Equinox (“the Vehicle)

Dear Mrs.

[redacted],

Thank you for forwarding the

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

purchased from CarMax of Baton Rouge, LA (“CarMax”) on January 21, 2016. In her

complaint, Mrs. [redacted] states the Vehicle has had multiple service concerns,

including not “turning over”. Mrs.

[redacted] states she has brought the Vehicle to CarMax for repairs, but continues

to have service concerns.

On or around May 13, 2016 CarMax

sublet the Vehicle to a local Chevrolet dealership for diagnosis and

repair. The Chevrolet dealership was

unable to duplicate a starting concern and found no failed parts. On or around May 18, 2016, the Chevrolet

dealership returned the Vehicle to CarMax.

CarMax continued efforts to duplicate the concern, but was unable to

duplicate any starting concern.

CarMax is committed to addressing

repair needs for any concern that can be duplicated. Additionally, while the Vehicle is outside of

CarMax’s 5-Day Money Back-Guarantee, if Mrs. [redacted] would like to sell the Vehicle,

CarMax is happy to appraise it and provide a written offer for the Vehicle.

If Mrs. [redacted] has any additional

questions, or would like to discuss this concern further, he may contact me at

1-800-519-1511 ext. [redacted].

Sincerely,

Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

Review: I can't get the Release of Lien for my car that I purchased in 2011. I have been trying and trying. Three times. I purchased the car making a down payment and paid it off two weeks later. I have not received the title nor the Release of Lien. I've tried to get the Release of Lien. CarMax from their 1-800 number tells me they sent it out now on two different occasions; however, I have never received it.Desired Settlement: I just want my Release of Lien and Title

Business

Response:

June 20, 2016

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond, VA

23236

RE: Consumer

Complaint of [redacted]

Account [redacted]

[redacted] (“Vehicle”)

Dear Sir/Madam:

Thank you for

sharing [redacted] complaint and providing us the opportunity to respond. Ms. [redacted] states that she has not received a

lien release despite making several requests.

I am happy to report that Ms. [redacted] has received the lien release and

has been given instructions on how to provide this lien release to her local

DMV to receive her title.

I would like

to take this opportunity to apologize to Ms. [redacted] for any inconvenience she

has experienced and assure her that we have made every attempt to facilitate

her requests. Ms. [redacted] purchased this

Vehicle on January 22, 2011. She

subsequently paid her account in full on January 31, 2011, and on February 7,

2011 a lien release was processed.

Subsequently, Ms. [redacted] requested a certified copy of the lien release

on March 15, 2016, May 23, 2016 and June 6, 2016. Our records reflect that for each request

from Ms. [redacted], a certified copy of the lien release was appropriately

requested in our system and the account was notated that a lien release was

processed and sent to the address provided by Ms. [redacted]. The account record contains copies of each

lien release mailed.

Our

investigation was unable to identify why Ms. [redacted] never received the lien

releases we mailed. In an

effort to ensure receipt of the lien release, we arranged for the document to

be sent overnight via [redacted] to our Dealer Affiliate at the location nearest Ms.

[redacted]. We have confirmed that this

release has been obtained by Ms. [redacted].

Further, our Titles Manager has provided Ms. [redacted] with instructions on

how to obtain her title from the TX DMV.

Thank you, again, for bringing this

complaint to our attention and for the opportunity to assist Ms. [redacted]. If you need any additional information

regarding the above, please contact Jennifer A[redacted] at [redacted]

Sincerely,

Brent A[redacted]

CarMax Auto Finance

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.

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

Regards,

Carmax back dated info to cover themselves, but the still have not released their lien from my car. It's still on my title, even though I bought the car back in 2011. See evidence enclosed. I am sending this via the mail to you, CarMax and TXDMV Complaint Dept.

Review: I was told that in the gap warranty that I had the warranty that if I got sick or was able to not continue to work to make my payments that I had the warranty in there that the warranty part that would make my payments until I was able to go back to work CarMax do not have that warranty and their Gap so the finest gentleman that sold me or did the finance part live and I have my witness that when I did my final paperwork to prove thatDesired Settlement: I was told by Julie that analyst in Richmond Virginia that they could do nothing about it and I'm basically screwed of course I was very upset words for said and there's nothing they can do about it they can't help me so I must turn in my car or have it taken from me because I'm unable to go back to work at this time and probably will never be able to work

Business

Response:

July 26, 2016

Review: My wife and I were involved in an accident on 6/9/2016. My wife was driving and all of a sudden we heard a big loud noise and the driver's side wheel fell off and we hit the center divider on highway 99. The cause of the accident was because the front driver's wheel busted off, the reason we know that is because the center part of the rim stayed on the vehicle with the lug nuts and that's the reason why we hit the center divider. Also, none of the airbags deployed on the vehicle. I let Car Max know what happened, they had the vehicle towed to their shop and had their mechanics look at it. At this time, they told us that it was an outside influence that caused the rim to break. They said we hit the wall first and then the rim broke, which is impossible because that's what caused us to wreck and what's left of the tire and rim is unmarked. If the rim would of hit the wall, it would of been marked up. So they're saying they're not going to pay for the repairs. When I ask why the air bags didn't deploy, they change the subject. This is why I need your assistance on getting my vehicle repaired.Desired Settlement: Repair vehicle back to new and have the rims changed because I'm scared that the other three might break, and find out the reason why the air bags didn't go off because my wife hit the wall at 65 miles per hour.

Business

Response:

June 23,

2016

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

Dear Mrs.

[redacted],

Thank you

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

the Vehicle purchased from CarMax of Fresno, CA (“CarMax”) on March 16, 2016.

In the complaint, Mr. [redacted] states that he and his wife were in a collision

which involved damage to the Vehicle’s front wheel. Mr. [redacted] states that the cause of the collision

was the wheel coming off of the Vehicle, and requests CarMax complete needed

repairs on the Vehicle. He also requests

a reason behind his airbag not deploying during the collision.

CarMax

inspected the Vehicle and found no evidence of failed parts that would have

contributed to the wheel falling off. An

inspection of the tie rod showed evidence of external impact. All evidence points to the wheel damage being

caused by a significant impact by an outside object. Mr. [redacted] can refer to

the Vehicle’s manufacturer for additional details on why an airbag may or may

not deploy during a collision.

CarMax

would be happy to complete needed repairs on the Vehicle. However because the

Vehicle is outside the 30-Day Limited Warranty, costs associated with the

repairs would be Mr. [redacted]’s responsibility.

As of June 23, 2016, Mr. [redacted] has declined to have CarMax complete

the needed repairs. Out of customer service,

CarMax has paid to have the Vehicle towed back to Mr. [redacted].

CarMax

appreciates the opportunity to respond to this complaint. If you have any additional questions or would

like to discuss this concern further, please contact me at [redacted] ext.

[redacted].

Sincerely,

Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

Review: We first went to this carmax location and bought a 2013 [redacted]. We made sure and were reassured that the vehicle had never been in any accidents. When we got home I couldn't open my door. My boyfriend tried to help me open it and the entire door panel came off of the vehicle. I was mortified because I just spent a small fortune I the vehicle. I went back to carmax to utilize their 5day return policy, I had also traded in my car, so now had no vehicle. We were sent to another location since this one had no comparable vehicles. We spent several hours dealing with getting help finding a new car. We picked one but now my credit was showing that I had just purchased a vehicle the day prior so they were refusing to finance this vehicle. Once again, as I had also requested the day before I only wanted carmaxs credit company ran as I would be going to my credit bureau the following day. They ran my credit over and over trying to figure out how to make it work with the fact that it showed a prior purchase. Also now I had to have a down payment since my trade in was used the day before. I was upset and told them I couldn't do that and they told me my family should just get a taxi since we cant afford a vehicle. Anyways my boyfriend had to put a large down payment to get the new [redacted]. The [redacted] was missing some factory parts and had paint issues from when carmax attempted to fix something in the rear that they agreed to cover. About a month after purchasing the vehicle they were ready to fix the agreed issues. I took it in and when I returned they had again botched the paint, did not tape off our brand new wheels which they overspray paint all over, painted over dirt and painted the tail lights and molding. When I brought all this to their attention they said they could try and fix it again. I got an estimate from a reputable paint shop and brought it to them. They refused. They also took off and lost my [redacted] emblem. I want this fixed now! It's been over 2 monthsLocation: Make: Model: Owner/Co-Ownder? Desired Settlement: We want to be reimbursed for all of the damages. We don't want them to try and fix it, they already had 2 attempts at that. We want to take the [redacted] to a shop of our choice and have the paint, rims, overspray and emblems fixed. Also my credit has been destroyed by multiple attempts at running it through many many companies two days in a row. I want all of these inquiries erased from my credit report. Thank you

Business

Response:

April 21st,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2015 [redacted] 1500 (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 Buena Park, CA (“CarMax”) on February 7th,

2016. In

her complaint, Ms. [redacted] requested reimbursement for cosmetic repairs CarMax

completed and also for removal of credit inquiries initiated by CarMax.

CarMax

was aware of Ms. [redacted]’s concern prior to receiving this complaint. CarMax

completed repairs on approximately March 1st, 2016. At that time,

CarMax painted the rear bumper and tailgate of the Vehicle. This repair was

completed under the Vehicle’s Limited 30-Day Warranty. Ms. [redacted] later

requested that CarMax address overspray which was present on the Vehicle after this

repair. CarMax agreed to fix the concerns for Ms. [redacted] which Ms. [redacted]

declined.

CarMax agreed to

reimburse Ms. [redacted] up to $250.00 to use a vendor of her choice or CarMax

could send the Vehicle to another vendor to have the work completed. Ms.

[redacted] declined both of these options as well and requested CarMax pay for the

Vehicle to have the overspray addressed at a vendor of Ms. [redacted]’s choice.

CarMax would be happy to arrange this; however, CarMax will not be

participating in any reimbursement for this repair over $250.00.

CarMax initiated a credit

application for each vehicle about which Ms. [redacted] requested financing

options. Ms. [redacted] completed an initial application on a different Chevrolet

[redacted] that she purchased and then ended up returning prior to the most

recent purchase for the Vehicle. CarMax needed to complete a finance

application prior to the purchase of the Vehicle due to Ms. [redacted] adding a

co-buyer to the transaction.

If Ms.

[redacted] has any further questions regarding this complaint, she may contact me

at 1-800-519-1511, ext. 82505. Thank

you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

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 attached my formal response along with estimates and photos.

Regards,

I went to the Columbus, Ohio location may 2011, financed a car I had a co-signer with a suspended license, they assured me several times that there would be no problem getting plates. After 30days I returned to get plates from Carmax they told me they couldn't get them, but couldn't say why. I went to the license bureau and they would not issue me plates because of the co-signers license status. I then tried to return the car to carmax and cancel my contract they would not allow me to do this. I ended up voluntarily surrendering the vehicle to the loan company, who is still reporting a missed payment to my credit report to this day!

Review: Took car in for schedule B servicing April 28th, charges were $202.00, told everything was okay. Drove home shaking and vibrations, called ask to bring back in to look again, was told for a vibration cost would be $47.50 to check that and shaking since that is two things would be $125, my response just did a Sechedule B servicing, and this should have been address. Drove car couple of days problem persisted decided to stop and have [redacted] check it out. Was told: Both Lower Lateral Arm, Both Lower Control Arm and would need 4 wheel alignment, right side bad enough not to drive said the other side was not as bad but was told fixing on would cause the other to worsen, things that are suppose to be checked in Schedule B. Took to Aristocrat Motors, who confirmed that the right side was as told by [redacted] correct but they found wrap rotor and balance tires was needed, (again all these things were supposed to checked in Schedule B), complained to corporate office, there was ask to hold off and let the service manager contact me, did that, lost my confidence in Car Max, felt like my life was put in danger driving around. Asked for my money back, talk to Matt who was to call me on 6/11 or 6/12 so I could have money put back on credit card as I was leaving on 6/13 to vacation, Matt called me on the 13th, said I could run in there, told him I was on way to airport, he said he could drop check in mail.. I returned home 6/20, called him now he says he didn't mean drop in mail but he had to send to corporate office to have it sent out..Today is July 7, 2016, I have heard nothing. Just call corporate they informed me that Matt put on the computer that I can come to Car Mar and have it put on my card, I assume the computer is gonna contact me and let me know that? S o very disappointed in this business, and that I have entrusted my life letting then service my car, when its obvious my car was never ever looked at during any scheduled servicing.Desired Settlement: I would like not only my refund, for them to pay for all the things wrong with my car that should have been found in the Scheduled B servicing,(same things that [redacted] dealers claims is wrong) and the cost paid to [redacted] for the check they did, which I had to pay.

Business

Response:

July 19th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE: [redacted]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 Kansas City, MO (“CarMax”) on September 9th, 2009. In her complaint, Ms. [redacted] requested that CarMax reimburse her the amount that she paid for general service work after discovering additional repair concerns after this visit. Ms. [redacted] also requested that CarMax pay for the additional service concerns repaired by the two service locations listed in her complaint. In an effort of customer service, CarMax reimbursed Ms. [redacted] on July 13th, 2016, in the amount of approximately $200.00 for her previous visit, the full amount of all monies spent during her visit. CarMax did not have the opportunity to diagnose any of these repair concerns prior to these being completed elsewhere; however CarMax did offer to diagnose those concerns on the Vehicle at no charge to Ms. [redacted]. Currently. CarMax will not be participating in any payment of repair costs without performing additional diagnosis. If Ms. [redacted] has any additional questions, she is welcomed to contact me at [redacted], ext. [redacted].Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]

I contacted CarMax in April and scheduled an appointment to bring in my [redacted]. I was asked basic information about the car, of which was how many miles does it have. I was out of town at the time so I rounded the mileage to 80,000 miles. I live in NJ so the closet store was East Haven, CT, which is not close and approximately 80-84 miles ONE WAY. I will NEVER EVER recommend CarMax to anyone EVER. After the conversations I had with people about my car and mileage, not ONCE did any of the astute individuals say that we do not resell German cars on our lot if they are over 60k miles. Not ONCE. They only buy them for sale at auctions. I would have NEVER NEVER EVER drove my car to East Haven, add unnecessary miles of 160 to my speedometer. I felt completely duped and led astray. furthermore, that information should be publicized on the website so customers can make an informed decision. I was completely outraged by the entire experience. I burned gas, paid tolls, wasted about 3-4 hours of my time, spent money to specifically get the car cleaned. This is all money I could have kept in my pocket. I felt 100% disrespected and was flat out livid.
Never again.

Review: I financed this car at the CARMAX located at [redacted]) on (03-09-16). About one week later I noticed a miss-shift & grind in gears in the transmission whiles driving to work. Still under the CARMAX 30 day guarantee I addressed this problem & a few more with a CARMAX service & maintenance associate and had her scheduled said car for repair. Once I took this vehicle in for repair it spent about 3 weeks in the shop just so they can say they couldn't find anything wrong. After I received my car I experienced the problem again a few times. I notified CARMAX and had another appointment scheduled through Linnette (IDK if I spelled her name right), another CARMAX service & maintenance associate. This time they did a software update in attempt to fix the car but again the problem persisted. I refuse to continue to pay for a car that is not working properly. I have left the car @ carmax & have notified them that I will not pay until it is fixed. I have not heard from them & have not gotten any returned calls despite the fact I have called numerous amounts of times. I have proof that the car makes noice via videos from my phone & a friends.Desired Settlement: I want CARMAX to take their car back. Refund or no refund I do not wish to continue to do business with them. I feel I have given them one to many chances & I wish to avoid any further headaches & losses.

Business

Response:

August

2, 2016

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

[redacted]

Dear

Mrs. [redacted],

Thank

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

the Vehicle purchased from CarMax of Burbank, CA (“CarMax”) on March 9, 2015.

In the complaint, Mr. [redacted] mentions ongoing concerns with the Vehicle’s

transmission and requests that CarMax “take [the Vehicle] back.”

According

to CarMax records, Mr. [redacted] brought the Vehicle to CarMax on or around April

13, 2016, stating a concern with an occasional grinding noise. CarMax attempted

to diagnose the concern, but the grinding noise did not present itself at the

time of that visit. In a further attempt

to diagnose the Vehicle, CarMax sublet it to a European auto specialist who

also could not duplicate the concern. On

or around June 16, 2016, Mr. [redacted] brought the Vehicle back to CarMax stating

the Vehicle would not change gears.

CarMax sublet the Vehicle to a European auto specialist who updated the

transmission module and verified there were no mechanical problems found with

the transmission. On July 18, 2016, Mr.

[redacted] returned to CarMax stating that there was a transmission concern. CarMax sublet the Vehicle to a Mercedes

dealership who also confirmed the transmission was operating normally.

CarMax

appreciates the opportunity to learn more about Mr. [redacted]’ concern; however,

because no mechanical failures have been diagnosed on the Vehicle, CarMax

declines the request to return the Vehicle. Should Mr. [redacted] wish to sell the

Vehicle to CarMax, he can bring it by the CarMax nearest him for a free written

offer.

CarMax

appreciates the opportunity to respond to this complaint. If you have any additional questions or would

like to discuss this concern further, please contact me at [redacted] ext.

[redacted].

Sincerely

Jennifer

L[redacted]

Analyst,

CarMax Customer Relations

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 am not satisfied with Carmax response because the problem does exist. Enclosed are 4 video clips of said problem as proof. Please pay attention to the RPM & MPH gauge which will show you the error in the gear switch. Also please listen to the video with headphones so you can hear the distinct sound the car gives when accelerating. Thank you.

Regards,