CarMax , Inc.

Review: Conflicting odometer record that is on the contract. I bought the car from Carmax with a contract showing 20,599 miles on the odometer on date of purchase 3/13/2012. Two years later 2/22/14 I had the car appraised for a trade-in at a [redacted] dealership they ran a [redacted] report that shows the car being over the 20,000 mile mark twice,on 4/10/2010 odometer read at 23,364 and on 4/30/2011 odometer read at 29,498. the odometer reading was kept on file at a [redacted] dealership in San Jose,Ca for routine maintenance by the first owner.

After speaking with Carmax and them not offering a desired explanation of the mistaken mileage, I then spoke with [redacted] which confirmed the mileage records through the matching VIN number records proved to be the same that we have through car fax.

We have made a verbal complaint with Carmax twice and both times they offered no explanation or resolution that was except able only stating that somewhere else there has been a mistake but not a problem of their own.Desired Settlement: Desired resolution is a complete refund of money spent on the purchase of the [redacted], a dissolution of the contract and all credit owed.

Business

Response:

[redacted]

Review: I came into the CarMax location in Gilbert, AZ to purchase a vehicle. I fully disclosed that I am a contract employee of the State of Arizona and just recently accepted this position within the last 3 months, I advised the salesman [redacted] exactly how much money I had to put down and that I did not have any co-signer. After repeatedly being asked to go out and find a co-signer from a "President's Club" salesman and repeatedly advising him that I did not have a co-signer, I was asked for additional money as a down payment and advised that I was approved for financing. I borrowed money to come up with the down payment, provided the requested paperwork, even had the vehicle insured prior to my arrival. Upon my arrival I was told that my contract position that the salesman was aware of was not acceptable for financing due to the amount of time and I would need to have twice the time at the job prior to approved financing and was again asked to locate a co-signer as I was told I would need before. I had also explained to the salesman that I had just had my previous vehicle totaled and that my rental for that vehicle was running out, he allowed me to believe that I would be purchasing a vehicle that it was essentially impossible for me to purchase regardless of the fact that I have consistent work history for more than the last 2 years only to allow me to no longer have any method of transportation or any options on site.Location: Make: Model: Owner/Co-Ownder? YesDesired Settlement: The very least I would expect is a written apology, I would also like the dealership to make good on their original offer. I am still willing to pay the requested amount for down payment and financing. If the dealership is unwilling to fulfill the offer that was made to me I understand, however I will not purchase a vehicle from the dealership ever, in addition neither will my family, nor friends, etc. My family has had positive experiences with CarMax previously however we are more than willing to never purchase another vehicle from them again after this experience. This was an experience that felt akin to being sold a false bill of goods, I was verbally guaranteed that I had financing as long as I provided the paperwork that showed that what I declared about myself was accurate, I did provide that paperwork and then was told that I in fact did not have guaranteed financing.

Business

Response:

April 23, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted]Complaint ID [redacted]Dear Ms. [redacted]:I am writing you in response to your letter dated April 7, 2015, wherein you forwarded a complaint from Mr. Gustavo Berio. Mr. [redacted] requested in the desired settlement for CarMax to provide him a letter of apology and also allow him the ability to purchase a vehicle from CarMax under the same terms as previously provided to him by telephone.Mr. [redacted] completed a finance application with the CarMax store located in Gilbert, Arizona (“CarMax”) over the telephone on or about April 2, 2015. CarMax submitted the information provided to their financial institutions and was able to extend Mr. [redacted] several financing offers.Mr. [redacted] visited CarMax on or about April 6, 2015 to test drive several vehicles. During this visit, Mr. [redacted] also provided CarMax his personal information and proof of employment. CarMax reviewed the documents provided and identified that Mr. [redacted] did not meet the lenders’ specification of having been with his current employer for at least six months. Therefore, CarMax is unable to honor the request as set forth in the complaint, but apologizes for any inconvenience Mr. [redacted] may have experienced.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

Review: I purchased a 2005 [redacted] from the Southlake location in Stockbridge, GA in July 2011 with an extended warranty (100,000mile) (VIN [redacted]). In January 2013, before my 100,000 mile expiration, I took the car to get repaired because it started to over-heat, the cluster stopped working, and it became difficult to start the car. After two weeks of service, the service consultant assured me the issues were taken care of. Two months later, March 2013, under my 6,000mile/6month service warranty, the car starts to over-heat again. I took it back and the same service consultant tells me that they couldnt duplicate the problems I was having, but then 2 days of them holding the car, they finally get it to over-heat stating that the cause was just the radiator cap. On June 22, 2013, the car over-heated again leaving me stuck in traffic downtown. I called the service department that following Monday, June 24th, told them car was over-heating and that it was a re-occurring issue. The repair service department advised me that they wouldnt be able to work on my car until July 17th. I was very unpleased with their lack of customer service so I messaged the home office on [redacted] I received a message back on [redacted] and was told that someone will be calling me, but they didnt. I contacted Carmaxs customer relations after I realized the Southlake location wasnt interested in fixing my problem. Customer relations contacted Southlake. I received a call from both Customer Relations and Southlake and was advised to take car back. On June 27th, I took the car back to Southlake. The very next day (Friday, June 28th), the service department contacted me being very brief, stating that my cooling fan was the issue; that they fixed the car; and, it was ready for pick up. I went to pick up the car later that evening, and once I got on the expressway half-way home, all the service lights on the dash came on, the headlights went out and so did the brake lights making this a very dangerous condition to drive in. When I finally did get the car home and parked it, a few minutes later, I went to start the car and tried to take it out of park. I couldnt get the car to change gears the car was stuck in park. I contacted customer relations on Monday, July 1, 2013 because Southlake was not answering telephone. I told customer relations I had just picked up my car from having repairs, about the car issues I was having on my way home, and that now the car would not come out of park. Customer relations advised they would contact Southlake. Southlake called me back and told me they would send a tow truck to pick up my car. On July 2, 2013, Southlake called me and said that they ran a few tests and that my fuel pumps need to be replaced, and the cost of replacement is approximately $1,200. My car is still in their possession. This experience has been an inconvenience and very stressful as I find it hard to get to and from work and I really want this nightmare to end already.Desired Settlement: Carmax to keep the car and pay my finance company remaining balance of car loan. Reimburse my down payment to me

Business

Response:

July 26, 2013

Review: I have purchased a used car from this dealer in 2010. Since I owned the vechicle it has beeen in the repair shop 3-4 time per year. I have recently been experiencing problems with my power steering fluid leaking from my car. This problem has been going on since June 2012. June 2013 will make it a year that this carmax service department has been trying to solve the problem of the leaking power steering fluid. The service department has made 4 repair attempts to correct the problem. I noticed my car is still leaking power steering fluid again after I got it back 20 days from the service department. The last repair took 10 days to fix because of discrepancies with who was going to pay the out of pocket expense of the warranty deductible. The dealer told me the part failed and I had to pay to get it fixed because it was past their 6-month warranty. Even though the malfunctioning part had nothing to do with anything I did. The dealer tried to make me pay the cost but after contacting the corporate office I was able to not have to pay the deductible again. Overall, the Carmax service department is not doing any quality repair work. I would not recommend anyone to bring their car back to get fixed unless they want to keep experiencing problems.Desired Settlement: I feel like I was sold a lemon car. If the dealer cannot fix the car then I believe the car must be a lemon. I feel this car is not safe to drive on the road. The dealer has made four failed attempts to fix the same problem for over a year. In addition, all of the other repairs have been related to the power steering, or the steering in general. I should be entitled to a replacement vehicle of equal value of my car.I have no confidence in the quality repair work the service department is doing.

Business

Response:

Via Electronic Mail

Review: The [redacted] was purchased February of this year. Within the past months the vehicle has had transmission problems, it has stalled 4 times in reverse, shifts erratic, stalled twice at 3,000 RPM, has trouble shifting at 3,000 RPM, and the front speaker rattles. CarMax has been contacted several times and I went to the Winston Salem location as well 3 times. They received the code from the computer and found it the vehicle had "internal transmission issues". It was covered under the warranty we pay for every month and covered under the manufacturer warranty. They sent me to flow [redacted] where I had several hours of waiting then a rental car. The next day the telephoned me saying they couldn't fix my car because CarMax cleared the code they had nothing to go by. I then took the car home and then back to carmax the next day where they kept it and told me I could come Wednesday and the car should then be fixed. They called me Monday morning and told me to come get my car that they could not fix it because they had nothing to go by. They received the code and refused couldn't fix it, you could understand my anger when I have a 16 month old child and my car has stalled out on the highway.[redacted]

[redacted]Desired Settlement: I no longer want to pay for a vehicle that needs expensive repairs, that the company refuses to fix. I would like CarMax to take back the messed up vehicle they sold me and not ruin my credit.

Business

Response:

October 6, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

Dear Mrs. [redacted],

Thank

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

his purchase of the Vehicle from CarMax of Winston-Salem, NC (“CarMax”) on February

12th, 2015.

A

review of CarMax’s records indicates Mr. [redacted] brought the Vehicle to CarMax

on September 10th, 2015, with a concern of erratic transmission

shifting. CarMax was unable to duplicate the transmission concern at the time

of diagnosis; however, a transmission related computer code was found. As a

result, CarMax referred Mr. [redacted] to [redacted] as the Vehicle was still covered

under the manufacturer’s powertrain warranty. No code was reset by CarMax at

that time.

CarMax

would be happy to diagnose any present repair concerns on the Vehicle. If Mr.

[redacted] would like to sell the Vehicle, CarMax will gladly complete an

appraisal offer at any time. CarMax declines to take return of the Vehicle.

In the event Mr. [redacted]

has any further questions, he may contact me directly at [redacted]

Thank you for providing

CarMax the opportunity to respond to this matter.

Sincerely,

Review: On November 26, 2013 I appleid for an auto loan through CarMax. I gave the salesperson my information over the phone. His name was [redacted]. I explained to him salary and all of my deductions. I also explained to him my current child support amount. Several minutes later , [redacted] told me that I was approved for the 2013 [redacted]. I was able to email [redacted] deposited copies of check studs and checks for financial verification. I was told by the Salesman [redacted] that if I could not come and purchase the vehicle that day I would have to secure the vehicle by puting the [redacted] minimum amount of insurance on the vehicle. I put insurance on the vehicle thorugh [redacted], on Wednesday November 27, 2013.

An agreement was made with [redacted] and myself that I would come in on Monday, Decemeber 2, 21013, after I returned from vacation. On Monday morning [redacted] contacted me via cell phone and stated that another member of the sales team sold the vehicle that I secured with insurance on Saturday November 30, 2013. I asked [redacted] how could the vehicle get sold if I secured it by putting insurance on it. He stated that he really didnt know. I told him that I sold my vehicle on Friday in anticipation of purchasing the [redacted] on Monday since I was approved and I secured the vehcile by putting valid insurance on it. [redacted] could not give me a reasonable explanation about what occurred. I also told him that someone was currently riding around in a vehicle that I have insurance on. It is also a criminal act in the State of [redacted] to insure one vehicle with two insurance companies.

[redacted] assured me that he would get another salesperson to assistance me because he was off today. He also assured me that CarMax would do everything possible to make my experience better while dealing with them during this vehicle transaction. I found another vehicle on their website. [redacted]. I spoke with another salesperson identified as [redacted]. She asked me if I wanted to proceed with the car and I stated yes. Several minutes later she advised me that I was apporved for the vehicle. She told me that I needed to bring in a check stub from my main employer. I added the [redacted] to my insurance police

I arrived at CarMax on Tuesday, Decemeber 3, 2013. I met with all parties involved [redacted], [redacted], and a [redacted] that recently moved from [redacted]. After several minutes I was told that my salary was different. I did not know what they were referring to since I gave and explained all of my finances to [redacted] a week prior. The [redacted] stated that due to my child support payments they would not be able to approve me for the vehicle. I asked him how can I get approved on the phone and when I come in with verifying information Im told I am not approved. The [redacted] would just repeat what he told me. He did not show any compassion or care about the [redacted] that was intially sold after I put insurance on the vehicle. I also reminded them that I sold my vehicle on friday because I was approved for this vehicle, and told that it would be held until I returned from vacation on Monday, December 2, 2013. I ended up leaving CarMax very upset and angry because I am out of a vehicle and was refused the purchase of another even after being told I was approved.Desired Settlement: Repayment for money spent on adding insurance to the [redacted], and [redacted]. Gas money spent driving from [redacted] to [redacted] $60.00. Selling my vehicle due to anticipation of purchasing one from CarMax after being told I was approved $2500.00

Business

Response:

[redacted]

Revdex.com

Review: I just purchased a car from Carmax in [redacted] on 02/28/2014. It is a [redacted]. When purchasing the car the sales representative, whose name is [redacted] and she is no longer with the company, informed me that I would not need the extended care plan because it was only good if the engine exploded but I would not need it because it was basically useless. So within two weeks of having the car I was driving on the highway to [redacted] and my car lurched forward and almost stopped on me. I made it back to [redacted] and immediately took the car back to the dealership since it was under the 30 day warranty. It turned out that there was an issue with the transmission. Which was fixed by the [redacted] Dealership. Now in June I was driving and had issues starting the car and eventually the battery died and I have had to had the car jump started almost every other day. I contacted the service center at Carmax and they told me to go to [redacted] because they would give me a better warranty on the battery then they could & they said that they don't put new batteries in used car. I did that and they informed me that the battery was good that it was something drainging the battery. After that I took the car to carmx becuse this is the second major issue. I have had in less than 4 months with this car. The car has no recalls on it all. The new sales rep, Kevin, basically said carmax could buy the car back but I would have to buy a completely different car that was was years older than my current car. I was informed also that [redacted] had basically lied to me about the service plan and did not give me all information on the plan. I was informed that there was nothing that carmax could do to assist me even though I was told that I had been lied to and mislead by a sales rep.Desired Settlement: I would either like to have the car fixed at no cost to me or to be able to enroll in the extended care plan, even though [redacted] did say that after I purchased the car I would not be able to enroll, however since I wasn't given the proper information and I think that it would be the least that they can do, since one another sales rep told me that I was given misinformation and that I was basically lied to. If not that some form of compensation for my trouble or switching out the car.

Business

Response:

[redacted]

Review: I went in on January 6, 2015 to see if I could get approved for a used car. The night before, I have contacted CarMax and spoke to [redacted] and told him of my interest. I told him that I had a trade in and a title loan. He advised me to bring the payoff amounts and lienholder information (address and phone number and payoff amounts). I came in on January 6, 2015 and we sat there and [redacted] ran my credit. He asked me what monthly payment I was looking for and the amount I would put down. I told him I wanted to stay under $600 with a $1250 down payment. Once the credit came back, I was approved for around $26k with a down payment of $936 and a monthly payment of $596. I was comfortable with that and asked him what was my next step. He said he had to ship the car from Alabama and said it would take 7 days for the car to arrive. [redacted] was doing really well keeping me informed and letting me know what I needed to bring in (documentation such as proof of insurance, down payment and proof of income). I got approved with a cosigner and [redacted] explained to me what he needed from the cosigner who was my mom. So the car came in on Saturday, Jan. 10, 2015 and [redacted] emailed me to let me know the car was here and reiterated what documents I needed to bring. I set an appointment to take possession of the car on January 13,2015 because that would be timeframe I would have the $936 down payment. I asked [redacted] via text message on Saturday if the terms of the financials have changed and he said "not that I am aware of". so I said ok, see you on Tuesday. He emailed me again on Monday as what to bring in on Tuesday. He then called me on Tuesday, Jan. 13th and asked me if I was still coming and to fax over my proof of insurance. I faxed over the proof and then took off early to go to get my car. I get there and none of the paperwork had saved. He didn't understand why my information and my co-signer info didn't save in the computer. He got his manager involved and they thought that maybe it was a glitch. Well, I gave them permission to run the credit again. At this time, I went to test drive what I thought would be my car. I came back from the test drive to then see the results of the approval required me to put down $6000 down vs. $936 that I agreed to and was given proof of. I was very upset, embarrassed and hurt needless to say that this information came back. They couldn't understand what happened. After research, they found that my negative equity in the car I was trading in didn't get sent to the finance company the first go round (Jan. 6th) but was then added this time. I was very frustrated because they one, ran my credit and my cosigner's credit again and then now I can't pay/afford the downpayment. The manager and sales rep got in a escalation in front of me. The Manager said he would contact the GM, [redacted] via phone but he was off that day and couldn't be reached. So I left with unanswered questions on Jan. 13th. the Manager said that he would have [redacted] to contact me to see what they could do for me if any. Well, I called Customer Relations at the corporate office for CarMax to tell them my ordeal. [redacted], the Specialist was very helpful and worked on my case immediately. She returned my call with in 45 minutes to let me know she had reached out to [redacted] and that he would call me back. I called [redacted] myself about 30 minutes later and left a message. I then called back around 2pm because no one called me and I spoke to another gentleman at CarMax who was the Business Mgr and told him my mishap. He said that he would take it to [redacted] immediately. [redacted] called me back within 10 minutes apologizing but not offering any solutions. Basically saying the finance company could not absorb that amount of negative equity ($9000) and that I would have try to seek other ways to come up with the money. This is not good customer service and he didn't offer up any options. I was lead to believe that I would get this car on Jan. 13th with no issues. This was my first experience with CarMax and I will not be going back there. [redacted] didn't even offer to discount the car at all...NOTHING! I feel that I did my due diligence to get this car and I was mislead.Desired Settlement: I would like carmax to honor my first price of $936 downpayment and $596 monthly payment. and help meet me halfway with a downpayment. I was misled. They had a week to go over everything to ensure everything was in place and order before I got there to sign my paperwork.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear Mrs. Mann,

Thank you for forwarding the complaint received in your office from Ms. Chyna [redacted] regarding an attempted purchase at the CarMax store located in Lithia Springs, Georgia. In this complaint Ms. [redacted] is requesting that CarMax honor the original down payment and monthly payment amount that was discussed with her.

As stated in the letter, Ms. [redacted] spoke with a sales consultant in regard to purchasing a vehicle and also the payoff on the trade vehicle. Ms. [redacted] was given the details of the purchase including the down payment and monthly payment amount. The vehicle she wished to purchase needed to be transferred to the store. Unfortunately, since the vehicle technically was not in the inventory at the selling location yet, the order was built but did not include the negative equity ($[redacted]) from the vehicle that was to be traded in. It wasn’t until the vehicle arrived at the store and the order was built that the negative equity was applied to the order. After the negative equity from the trade- in vehicle was applied, the down payment and monthly amount changed greatly. At that time, Ms. [redacted] was unable to afford the down payment and the monthly payment amount as requested by the finance company.

CarMax regrets the inconvenience that this may have caused Ms. [redacted]. CarMax is declining the settlement request as set forth in this complaint.

Please call me at ([redacted], extension [redacted], if you have any questions.

Sincerely,

Customer Relations

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10401451, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

I am not satisfy with this answer. I should have never been told via phone, text/email on the amount of down payment to bring before the car arrived. I was NEVER told that the down payment amount could change. I was told that the negative equity amount was already added to the car. So there response is not acceptable. I have emails in which was send to me that I was to bring the exact amount of down payment requested. I had my mother as a co-signer and I even reached out to her to let her know this was the amount of the down payment I was approved for.

Regards,

Review: My vehicle was taken to Carmax on September 11, 2014 due to a oil leak. The leak consisted of a brown oil substance. I was advised by the service department the leak was cause by a power train leak requiring the R&R power steering pump be replaced. Carmax had my vehicle until September 17, 2014. Within one day I noticed the oil was again leaking from the vehicle falling in the same exact place it had fallen prior to my taking the vehicle in for repair. I called and advised the service department of the continued leak but was unable to take the vehicle in because the service hours are Monday through Friday and I was unable to get time off of work to take the car back in. I asked if any damage would result with my driving the vehicle and was advised if I found the steering wheel getting tight to add some fluid. I hadn't noticed any issues with the steering prior to taking the vehicle nor after the repair.

I scheduled my vehicle to be repaired again for December 11, 2014 during my vacation time from work. At that time I was advised I had a different leak. I advised the service staff the leak was in the same exact place and the same color. Power steering fluid has a red tint and oil is brown. The fluid on my garage floor is brown. I advised the staff they misdiagnosed the issue the first time and charged me for a unnecessary repair. I have an extended warranty on the vehicle as was again charge the deductible. I contacted the corporate office immediately from the service department when I was advised of what they say was the new issue. I haven't heard back from anyone but advised the issue was something other than the first repair and things happen. I have been charged for a unnecessary repair and then charged again for the issue that should have been resolved in September when the car was originally taken in for the OIL leak.

The second visit consisted of engine oil dye but wasn't performed during the first visit. How were they certain the issue was power steering if they didn't perform the dye test to determine where the oil was coming from. Using a flashlight to determine what is causing the issue would certainly lead to a incorrect repair diagnosis. I was taken to the service floor and shown with a flashlight where the leak was coming from, yes I see a leak! That's why I have the vehicle back in for the SAME repair that wasn't correctly fixed during the first visit.

I contacted the service department that sells my brand of vehicle to confirm the colors for both fluids as was advised power steering fluid is a completely different color than oil. I am generally a peaceful person but I will not be taken advantage of. I am not a mechanic but I know enough to know the issue wasn't resolved the first time.Desired Settlement: I want a refund for my deductible!

Business

Response:

January 23, 2015

Review: 6/12/2013 Bought used vehicle from carmax which is suppose to have 125 point certified inspection on vehicle before it is sold to customer. My vehicle made it through thr inspection process with bad motor mount, bad controll arms, warpped roters, bad struts, linkage bad, bad fans in motor. I have since found out that the car was in a reported accident in 2010, they failed to disclosed to me as well, the salesman showed us a carfax that he called a carfax, but was actually an autocheck that did not show the accident, my carfax I paid for after I found out they showed me what they called a carfax was not. They have fixed the vehicle, but I feel that I cant trust this vehicle to be of sound stucture or mechanically sound as there has been work to the motor as well. have all copies of repair done to vehicle. I panic driving down the road all the way to work and home, do not listen to radio because im afraid something will break and I wont hear it. Carmax will not provide me with a copy of the work that was done to vehicle during the 125 point inspection. 6/12/2013. They also made a mistake in the calculations in the finace charges in my contract.Desired Settlement: I would like my loan reversed, and my payments returned, or the car re-appraised in to condition it was in when I purchased the vehicle. I would prefer they they take the car back and refund my payments, so I can purchase another vehicle somewhere else

Business

Response:

11 November, 2013

Re: [redacted], Complaint #[redacted]

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

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”), on 12 June, 2013. In her complaint, [redacted] cites a lack of confidence in the Vehicle due to mechanical issues and the report of an accident on a [redacted] Vehicle History report, and requests that CarMax either take return of the Vehicle or purchase it at an appraised value equal to her purchase price.

A review of CarMax’s records shows repairs that were completed by CarMax on or about 16 July, 2013 under the terms of the 30-Day Limited Warranty to correct concerns with vibrations and noises related to the suspension and a torn engine mount. Additionally, CarMax resurfaced brake rotors and checked other concerns that could not be duplicated related to steering noise.

On 29 July, 2013, CarMax inspected for undercarriage noises, reports of pulling and surging, and a check engine light. While most issues could not be duplicated, the check engine light concern was addressed at a local dealer, where an ignition coil and wire were replaced. Although the Vehicle was outside the 30-Day Limited Warranty, this expense was covered by CarMax at no charge to [redacted] as a gesture of good will.

On 6 September, 2013, CarMax inspected for a check engine light and related remote start issue. The Vehicle was repaired at a local Chevrolet dealer under the terms of [redacted]’s [redacted] extended service plan. As a gesture of good will, CarMax covered [redacted]’s $[redacted] deductible.

As [redacted] mentioned in her complaint, a copy of the AutoCheck Vehicle History report was presented to her at the time of sale which did not indicate any history of an accident or collision. CarMax guarantees not to sell any vehicle with frame damage or any other condition that would compromise the integrity of a vehicle. While a similar [redacted] report may have a record of a collision, the Vehicle was inspected prior to sale by CarMax and does not have any indication of frame damage.

[redacted] mentions alleged mistakes made in the calculation of her finance charges in her Retail Installment Contract. If [redacted] has specific concerns about the contract she signed, she is welcome to contact the business office at CarMax to speak with a member of management. Additionally, she is encouraged to contact her finance company directly.

As it is well past the Five-Day Money-Back Guarantee, CarMax is unable to reverse the finance contract on the Vehicle at this time. However, CarMax would be happy to appraise the Vehicle and make an offer to purchase it at any time. Additionally, CarMax wishes to assure [redacted] of their continued assistance in the event of any future repair need.

Thank you for the opportunity to respond. If you have any questions, please contact me directly at ([redacted] extension [redacted].

Sincerely,

CarMax Customer Relations

cc: [redacted]

[redacted]

Review: june 2012, I applied for a car loan with [redacted] via the internet. I was immediately approved. [redacted] congratulated me and instructed me to download a $24,000.00 check and fill out the rest of the paperwork then take it to the dealer, preferrably carmax. carmax contacted me before I arrived. during my visit 6-29-2012 at carmax, they honored, approved and processed my [redacted] application. after processing, they washed my [redacted] and gave me the keys then I was on my way. 2 months later, carmax contacted me and said someone within their company scratched off some info on my approved info. I asked them to fix it, they said they would. the next day they said they printed up a new, different and better contract and needed me to re-sign. I told carmax I am happy with my existing carmax and do not wish for a different one. within one week carmax told me to return the car or they can come get it. I chose for them to come get it and bring the proper forms to relieve me legally of liability. I told carmax the car and keys will be located in front of my residence. within a year, carmax never arrived for pickup. as I waited I contantly call carmax to pick up and I called [redacted]. [redacted] said they have no record of me or my account although they are listed on my vehicle registration as the lienholders. carmax refused to let me speak to the [redacted] I was dealing with or had many excuses to not connect me with proper personnel regarding this issue. one year later, oct 10, 2013, my car was repossessed, til this day I have received anything of explanation from either company. I called [redacted] and they still denied even having me in their system even though they are the company that approved me ([redacted]). I feel I have been totally scammed. please help. in addition this company had 2 other bank offer approvals that I couldve chose but due to their treatment toward me, I lost those bank offers over 30 days, but at that time I was so called approved by [redacted]. they also gave me bogus paperwork as copies belonging to a [redacted] instead of mine but I do have at least 2 pages of proof of purchase.Desired Settlement: this company honored an original approval from a bank, then said they changed my contract after I signed an original contract, they untruthfully stated that my first application was tampered with by an employee but still wanted me to sign a new contract 2 months (aug 8) after I purchased my car. they threatened to repossess my vehicle if I didnt. I never signed the new contract so a year later they repossessed my car, I received no letter of explanation or calls from this business. again the bank approved me, the dealership gave me the car then took it back a year later, I feel I was scammed. I want my vehicle back and start making payments as promised in the original contract.

Business

Response:

October 31, 2013

VIA ELECTRONIC MAIL

Re: Complaint ID [redacted]

[redacted]:

I am writing in response to the complaint filed by [redacted] with your office regarding a repossessed vehicle. [redacted] resolution request is for CarMax to give the vehicle back and reinstate her loan.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”) from the CarMax located in [redacted], [redacted] (“CarMax”) on or about June 29, 2012. She purchased with a [redacted] voucher. One of the requirements listed on the voucher was a down payment of $600.00 in cash. The $600.00 was not collected during the sale of the Vehicle. [redacted] required a new application in order to resolve the down payment requirement. On the new voucher, [redacted] required proof of Chapter 7 Bankruptcy as a stipulation. [redacted] did not provide the documentation because the Chapter 7 Bankruptcy was filed the same day she purchased the Vehicle and [redacted] was listed as part of the filing.

CarMax took possession of the Vehicle on October 10, 2013. Additionally, no payments were made on the Vehicle for the 16 months that it was in [redacted] possession.

[redacted] redemption amount will be included in her post repossession notice.

Thank you for providing CarMax with an opportunity to respond. CarMax is declining the settlement request as set forth in **. [redacted] complaint.

Sincerely,

Review: Today 9.2.14 dealer auction at Carmax, rode my bike there and store my jacket/helmet/gloves on a table inside garage/building where they keep auctions (asking permission first). Came back inside after I inspected the cars (maybe 15min) and cannot see my stuff...nice guy put them behind the front desk (I told him I was worried because I have an expensive helmet), I appreciated his gesture.

Now when I was ready to leave I asked if I can have my stuff back and another guy grabbed my jacket and dropped my helmet on the floor...I was so mad that I turned around from them and I said one bad word (nothing very bad, just normal when somebody damages your property in front of you!).

To summarize... my property is damaged, talking about [redacted] limited edition helmet (over $900 retail, but now collectible never to be made again! so priceless for any superbike/ducati fan), without asking Carmax workers to touch it or move it from a public table where I put it...and I let this go and walked towards the parking lot. Now a worker followed me ([redacted] on his badge) and showed up next to my bike in parking lot acting like I did something very bad (read he was going like "buddy you cannot come back here"...why? because you dropped my unique helmet and I didn't do nothing about it?!)

Wondering what Carmax will do if I'll damage something there?!Desired Settlement: [redacted] replace what you damaged and I want to hear an official position from Carmax that I cannot return to the auctions (because a worker damaged my property and I snapped a bad word...not facing him! just mad at the situation).

Business

Response:

September 30, 2014

VIA ELECTRONIC MAIL

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: Complaint ID[redacted]

Dear [redacted]

I am in receipt of the complaint filed by [redacted] on September 2, 2014 regarding an incident that happened during his visit at a CarMax auction on or about September 2, 2014. [redacted] requested in his desired settlement that CarMax provide an official position stating he no longer can attend the CarMax auctions. In addition, he is asking that CarMax replace his helmet that was damaged.

[redacted] attended the CarMax auction at the CarMax store located in [redacted] (“CarMax”), on or about September 2, 2014. He mentioned in the complaint that he requested permission to leave his helmet, gloves, and jacket on one of the tables inside of the building while he inspected the vehicles at the auction. According to the complaint [redacted] returned from inspecting the vehicles to find that his items had been moved and were placed behind the front desk. [redacted] then mentioned that his helmet was dropped and damaged by a CarMax associate in the process of returning his belongings back to him.

CarMax management team reached out to [redacted] to discuss the incident that occurred. In the interest of customer service CarMax offered to extend $800.00 to replace the damaged helmet. In addition, CarMax welcomes [redacted] business and would like to extend the invitation to participate in future auctions.

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,

Consumer

Response:

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

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

Regards,

Review: On 2/11/14 purchased [redacted] Didn't drive the car until 2/17/14 due to ice storm noticed a loud/scrubbing noise from tires called carmax scheduled appt, first available appt was 2/26 after an hour checked on car & was told the tires were cupped and manger was driving car as the tech was very concerned [redacted] came in office w/ key confirmed tires are bad & refused to replace them called headquarters to report w/ no resolve car coded today warning breaks are bad & need to be replaced.Desired Settlement: Carmax sold me a car with defected, unsafe tires and brakes. Even after I brought this issue to their attention they refuse to make it right and have compromised my safety they need to replace the tires and brakes

Business

Response:

April 22, 2014

Review: On March 29, 2016, we were approved for a 2012 Chevy [redacted]. We were told that we had to wait 6-10 days for delivery. The car was available on March 11, 2016. We had the car for a week. We noticed it wasn't driving right. Brought the vehicle back in on March 18, 2016 to be serviced. I noticed the oil sticker wasn't changed. So I figured the oil wasn't serviced before I left the lot. The gas was leaving too fast. I was told by my sales person George "Maybe someone in your neighborhood is stealing your gas." On the 18th they did nothing & still didn't change my oil. They assured me that it was changed before I left the lot. I find that strange being that the sticker clearly showed 11-30-15. They still didn't change the oil sticker; they made me set an appointment for Wednesday March 23, 2016. Well the car broke down on Sunday March 20, 2016. Monday March 21, 2016, I spoke with Robert Jones (Service Manager. They had to tow my car from onside of the road. Robert assured me that the problem would be fixed. They sat me up with a rental car. I drove the rental car for a week. I didn't get any service calls about my vehicle. So I called back Monday March 28, spoke with a Jennifer Bell. She told me that they had been trying to call since March 22, 2016, to tell me come ride the gas out of the vehicle. I find that hard to believe being that I have two contact numbers on file & an email address. I DID NOT GET ANY CALLS! I was told to bring the rental back, pick up my car& ride the gas out. They wanted me to ride the gas out so they can drop the tank. Assuming that whatever is wrong is dealing with the fuel. NOW my car was in CarMax’s possession for a week untouched. They had the keys & permission. While they are stalling, I’m still riding with the mileage ticking very quickly. Jennifer Bell told me the service department had the part for my vehicle, but couldn’t replace it because I missed my spot. So here I am still riding in the vehicle putting mileage on the vehicle. I asked Jennifer, can I just get my money back. She kind of chuckled, and placed me on hold for 30 minutes. When Jennifer finally came back, I was told another service manager would call me back. I never received a call. Meanwhile she told me to bring my car back in on Friday. So Friday April 1st, I brought my car back to CarMax Services. I spoke with a Patrick. The managers were acting like they didn’t tell me to bring it in. That day was supposed to be a drop off and pick up, but we had to sit and wait for an hour. I haven’t even had the car a whole month & I don’t want to keep this vehicle and still have a lot of problems while paying a car note. All together I have had this vehicle for 22 days. It has already left me stranded on the interstate, is leaking gas, odometer is moving faster than it should, oil sticker is not accurate, and has been in CarMax’s service department for a total of 13days, so far. I still don’t have a clear diagnostic on the vehicle. Even though I am told that CarMax has the part necessary to repair my car, they are now making me wait another week to repair it, saying that it won’t be ready until the 8th of April, Making it a total of 17 days that it will have been in their possession. I believe this is a deliberate attempt to avoid any responsibility on CarMax’s part for selling me a LEMON, since by the time they say my car will be fixed, it will be at the 30-day Limit Warranty. The staff at the 6768 Siegen Lane Baton Rouge, La 70809 has been nothing but RUDE and UNHELPFUL, leaving me on hold for hours at a time, and passing me around to everyone in the service department, and literally laughing in my face on the phone. Not only will I try to steer anyone away from using CarMax’s services in the future, but I will also be pursuing all legal options against this company if I am not offered a complete refund, and I will not stand For It.Location: 6768 Siegen Lane Make: [redacted]Model: [redacted]Owner/Co-Ownder? Yes[redacted]Desired Settlement: My desired outcome is to get a replacement vehicle or a complete refund.

Business

Response:

April 19, 2016

Review: April 4th I've purchased the [redacted] from Carmax in [redacted]. On the way home driving on the expressway I've notice a few issues on the vehicle that made me dislike the vehicle. Every time I hit the brakes from high speeds the car would shake, the acceleration hesitates, the outdoor noise is loud hard to conversation from speakers in vehicle driving on the expressway. I've called the salesman twice on the fifth day to exchange the car and report the issues with the car, left messages. The salesman called me four days later stating he was on vacation sorry its too late to exchange but we can fix the car at any Carmax. I took the car to the [redacted] store and the found and fix the trouble with the breaking, bad rotors. I was still not satisfied with the overall performance and handling with the vehicle. I even tried to trade it in with two other dealerships but the car is not showing up on my credit report its too early, plus the negative will be too high. They told me Carmax could of extended the guarantee exchange since it was trouble with the car and do it before 30 days. I've called [redacted] for any suggestions they told me that Carmax and do a "unwind" financing and put me in another vehicle. I've called Carmax again spoke with the manager requesting for the unwind and the exchange again Carmax has refused. He stated I've should of just brought the car in. I've called first because I'm driving from a long distance making sure the salesman was there! This is not fair!Desired Settlement: I want to exchange the vehicle

Business

Response:

May 16, 2014

Review: I purchased a vehicle from Carmax around the end of May. When I was presented the van I was told that van had only 1 previous owner and had never been in a accident. Which in fact when I later had my own [redacted] pulled the van had 2 previous owners and had been in a rear end collison before. I contacted carmax stating I was not pleased with the info I found out and I was told it would be looked into. a week.in a half later still no return call. Once again I contacted them, then to be told there was no recored of me calling. So that manager in fact told me that I was given a auto correct report that I have looked through my documents and indeed did not receive. The manager said that the auto correct report does not always show everything. my point being I would have never purchased the van knowing any of the [redacted] findings I had found on my own. I feek carmax has totally ignored me and once they made a sale they had no interest in the information there company should of provided. I want carmax to buy there van back.

Business

Response:

October 7, 2013

Review: While I was in the market for a [redacted] I talked to CarMax who had one delevered to me in [redacted] for purchase and an appointment was made for me to come in and buy it. Everything seemed perfect. When I got there #1)The vehicle was not sellable (broken computer and broken auto cupholders). So while I was there I decided to look at a [redacted] instead. I was convinced that this vehicle was the better choice for me anyway. #2) So on the drive home I get an awakening that my panaramic roof was broken and wouldn't close. #3) I bring it in and they said they'd order the parts and they'd be there in four days...after the four days it came in they then told me I had to set up an appointment to get it fixed over a week later!! The whole time I thought it'd be fixed in 4 days. #4) I had to drive back and forth numerous times to get this stuff taken care of on premium gas. After that ordeal it drove just fine for 2k miles...until #5) The water pump and thermostat broke on me and I had to get it towed and fixed to the tune of $[redacted].

I can't trust this car and am worried that it wasn't inspected correctly and it's a ticking time bomb and I don't even have 3k miles on it yet!Desired Settlement: I'd like CarMax to pay for half of my repair OR offer me full trade of what I paid them for my car PLUS the full amount of my repair toward another vehicle in their lot.

Business

Response:

October 3, 2013

[redacted], Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Dear [redacted]:

I am writing you in response to your letter dated September 9, 2013, wherein you forwarded a complaint from [redacted]. [redacted] requested in his settlement one of the following two options:

· CarMax reimburse for half of the repair costs incurred by him from [redacted].

· CarMax allow him to trade in his current vehicle for another vehicle at the same price he paid for his current vehicle. Additionally, he would like to be compensated for the full cost of repairs.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted], Wisconsin (“CarMax”) on or about April 27, 2013.

[redacted] brought his vehicle in for service due to the sunroof screen being broken on or about April 30, 2013. CarMax ordered the necessary parts needed to complete the repair and completed the repair on or about May 15, 2013. Shortly thereafter, [redacted] stated that his water pump and thermostat stopped operating and he had to have his vehicle towed to [redacted] for repairs totaling him around $[redacted].

Due to the fact [redacted] did not give CarMax the opportunity to diagnose or repair the water pump and thermostat concerns, CarMax is declining [redacted] reimbursement request.

CarMax appreciates the opportunity to respond to this complaint. CarMax would like to apologize for any inconvenience [redacted] may have experienced. However, CarMax is declining the settlement as set forth in the complaint.

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

Sincerely,

Analyst, Executive Response Team

Review: I purchased this vehicle in September 2015, after 3wks of driving this vehicle I noticed the car would [redacted] itself from left to right if I incurred a bump (not avoidable) and sewer covers. I went in to Car Max, spoke w/service department representative about this and she stated it probably was the tires. I mentioned that the tire light was on. She went out and put air in the tire that she said was lower in pressure. I left, trusting every thing would be fine, and it was not. This continued and I called in and spoke again w/rep in reference she scheduled me an appointment to bring the car in. I took the car in and she said the tire sensor was needing to be replaced, that it was a good thing I purchased the warranty. I waited and after 25-30 minutes she informed me the part needed to be ordered. I mentioned the problem still was occurring but she said replacing the sensor would keep the tire pressure in the tires and said she'd call when the part was in. After 2wks. or 3 I was scheduled to bring in car. The sensor was replaced and the problem still existed. I called numerous times and was only able to leave messages w/out a return call. Then a 2nd problem happened; the car would lose power while driving and stop immediately. I called in to service, had to leave message due to no one being available and never received a return call. One morning when I was driving an approximate 35 miles per hour, the car lost power and stopped abruptly, scaring me so that my heart and head felt like I was having a heart attack or something wrong w/me. I drove straight to Car Max, explained the problem. The same service rep stated this was very dangerous and it needed to be checked out, and it was a good thing I had purchased the warranty which would cover the cost more than likely. She said she would scheduled an appt., I did not want to drive away in this vehicle, asked to speak w/a manager and I spoke w/Kate. I asked for a loaner vehicle, they are for new prospects. More!Location: Miamisburg, OHMake: 2011Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I was told the car passed a 125 point inspection. I believe a reputable car dealership should include new tires on your vehicle, that struts should also be covered if these items are for the customers safety they should not need to be replaced in a 6 month period. I will be paying for this car for 4yrs-5yrs and it's not right that I will be driving a vehicle that has a problem losing power and can/or could cause another vehicle to run in the back of my car. They have said this is an intermittent problem. They lied about the tire problem and I feel they should do more to find this problem which could cause an accident. I won't feel safe driving this vehicle, and because they mentioned additional cost out of my pocket even though I have a lot of warranty coverage, if it's intermittent then I am also unsafe, inconvenient w/trying to schedule and leave car w/out them providing a car for me to use. I have to pay for rental until and if the diagnosis is detected. Please help resolve!

Business

Response:

April 5, 2016

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. [redacted]

Complaint ID: [redacted]

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

Dear Ms. Mann:

Thank you for forwarding the complaint dated March 24, 2016 regarding

the Vehicle purchased from the CarMax store located in West Carrollton, Ohio (“CarMax”)

on or about September 6, 2015.

In her complaint, Ms. [redacted] describes concerns with the Vehicle’s

tire pressure monitoring system (TPMS), handling, and power loss. She requests

that CarMax replace the Vehicle with a different one.

CarMax’s records indicate that the Vehicle’s TPMS was repaired on

or about December 18, 2015 and was covered under the MaxCare Extended Service

Plan. Service records state that Ms. [redacted] connected with the CarMax service

department on or about March 9, 2016, regarding a handling and power loss

concern. Due to appointment availability at CarMax, the earliest available

appointment was coordinated for Ms. [redacted] at the nearby Dave Dennis Chrysler

Jeep Dodge Ram service center on or about March 11, 2016. As a result of Ms.

[redacted]’s request for transportation, CarMax offered options for shuttle

services, or a loaner vehicle, if one was to become available.

Before the scheduled appointment date at Dave Dennis Chrysler Jeep

Dodge Ram, CarMax’s records indicate that Ms. [redacted] reconnected with the

service team to schedule an appointment at CarMax later in the month. Ms.

[redacted] brought the Vehicle to CarMax for her appointment on or about March 17,

2016. Service records indicate that while the handling concern was addressed

and covered under her MaxCare Extended Service Plan, the power loss issue could

not to be duplicated at the time of the appointment. The service management

team has made attempts to connect with Ms. [redacted] about additional diagnostic

testing for the power loss concern, but has been able to speak with her

directly.

While CarMax will not be participating in an exchange of the

Vehicle as requested, Ms. [redacted] is encouraged to reconnect with the CarMax

service department regarding her power loss concern by calling 937-396-7218,

option 4.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension [redacted],

with any questions you may have.

Sincerely,

Kristina S[redacted]

Analyst, Executive Response Team

Review: On September 26 we test drove a [redacted] at CarMax and [redacted] was our sales rep.We asked her during the test drive if the Navigation on the car required a disk, which she informed us "no, it updates automatically and requires no disk." After we purchased the car, we were going over some things that CarMax needed to repair on the car and my Husband, [redacted], asked [redacted] the sales manager about the navigation again, he too said that the navigation maps update automatically and required no disk. Once we purchased the car we found that an disk is required for the latest maps on navigation and it does NOT update automatically. We called [redacted] back and she advised no problem we will get that disk out to you she just has to get her manager-[redacted]- to approve it. We have called and left [redacted] several messages as well as called CarMax to complain and have not heard back from [redacted].

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

We need the updated maps for navigation for the [redacted]. The maps on the car now are old and outdated and since they both provided us with the wrong information when they wanted us to purchase the car, they need to make it right.

Business

Response:

11/24/2014

Review: I bought a car from CarMax in march 2015 without an extended warranty. within the 30 day warranty period I returned the car because it had exceleration slipping problems. CarMax reported they were unable to duplicate the problem. in November the transmission went out on the car. I took the car to [redacted] for repairs. in addition to the transmission, the car is having electrical problems and has been in the possession of [redacted] since November 2015 with no resolution in sight.Location: Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Carmax sold me a lemon and I would like to exchange this car or get some type of rebate to pay for the pending repairs. Carmax already told me since I didn't bring it to them when the transmission went out there was nothing they could do to help me.

Business

Response:

March 17,

2016

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [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 Duarte, CA (“CarMax”) on March 8, 2015. In her complaint, Ms. [redacted] states the Vehicle

has transmission and electrical concerns.

Ms. [redacted] states that the Vehicle has been at [redacted] for service

since November, 2015 with no resolution.

Ms. [redacted] requests to exchange the Vehicle or to be provided a “rebate”

to pay for the pending repairs.

On or around March 8, 2016, an

investigator with the Bureau of Automotive Repairs visited CarMax in regards to

a complaint submitted by Ms. [redacted] specific to the transmission concern

with the Vehicle. The investigator spoke

with a manager and considered the complaint closed. He advised he would be visiting [redacted] to

learn about the status of repairs there.

CarMax

has not heard directly from Ms. [redacted] since November, 2015. In order to learn more about the status of

the repairs and any available assistance CarMax can provide, a manager has

contacted the Bureau of Automotive Repairs investigator handling Ms.

[redacted]’s complaint. As of March 14,

2015, CarMax is still waiting on a reply from the investigator.

At this time, CarMax does not have

enough information to respond to Ms. [redacted]’s request.

If Ms. [redacted] has any additional

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

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