CarMax , Inc.

Review: On 6/23/12 I sold a car to Carmax and completed the [redacted] (which I have the receipt dated 6/23/12) a Collections agency came after me in 11/19/13 for this car and the cost for towing and storage. I confirmed with [redacted] and with [redacted] Carmax Business office mentor and her supervisor [redacted] that I was not liable for these charges. [redacted] even mailed me a copy of the vehicle purchase agreement which I submitted to the collections company. The issue agressively resurfaced at the end of December 2013 when I was changing jobs and planning to relocate and was given 1 day to pay $1740 or have the claim reported on my credit report. I had no choice but to pay and demand a letter proving I paid the claim. I then wrote a detialed letter to Carmax (Roseville) and supplied all the proof that this was not my car at the time of impound but that Carmax owned the car and that I requested reimbursement of the $1740 - since the care was owned by Carmax, Carmax Buiness office assurmed me that I would not be held liable for this vehicle and the fact that I was a long-time customer of Carmax Roseville purchasing at least 3 vehicles over the last 10 years. I received a call back from [redacted] at Carmax [redacted] and he assured me that he was going to be able to "resolve this issue" and "help me out". [redacted] would give a day he would get back to me and he would not call. I would contact him again (at least 3 separate times) and he would apologize for not calling me back and then would say he is still looking into this issue and would get back to me. Well I left a voicemail messaged for [redacted] on April 3, 2014 and he STILL has not returned my call and I have not received any reimbursement for the charge incurred on a car owned by CarMax Roseville. I am so disappointed that I've had to take the Revdex.com route because I have all the necessary documenation to prove my case but I can not get any resolution by [redacted], Carmax Roseville.Desired Settlement: I sold my car to Carmax on 6/23/12 and completed the [redacted] on the same day (I can send a copy of the receipt) - Carmax must have sold the car without completing their required paperwork and/or the car was taken off of the Carmax lot - either way I should not be held accountable for Carmax's error especially since I immediately contacted the business office and recieved reassurance that I was no longer the legal owner of the car and Carmax would be held accountable for any fees. I am requesting that a check for $1740, which I paid to collections be issued to me ASAP. Again, after my years of loyalty to this Business I would have expected that resolution would have been handled swiftly, that calls would be returned and that a refund would have been issued.

Business

Response:

May 21, 2014

Review: Since I purchased the vehicle I have take it for repair 4 times in less than 6 months. The last 3 times that I have taken the vehicle to them is for the same issue a water leak. The first 2 times they fixed it, but after getting it back it would start getting water back in. This last time that it has been with them for 3 weeks and I am beyond frustrated because they are not doing enough to fix the vehicle in a timely [redacted]er. I am about to do another car payment since they have had they vehicle. How is it fair that they sold me a vehicle that they should have been inspected about 3 times before I even bought it. At this point it just seems that they do not care about this situation.Location: Powell ave Nashville TNMake: **Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like for them to be responsible for the 2 payments that I made while they car has been at their shop. I don't think it's fair that they sold me a car that was not correctly inspected before they sold it. I just want my vehicle repaired in perfect condition and not have any more issues with water leaking. Make them responsible for my payments.

Business

Response:

May 19, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MRS. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

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

(the “Vehicle”) that was purchased on or about November 5, 2014 from the CarMax

store located in Nashville, Tennessee (“CarMax”). In this complaint, Mrs. [redacted] is requesting

reimbursement for two payments toward the Vehicle loan.

CarMax recognizes and apologizes for the frustration and

inconvenience Mrs. [redacted] has experienced with the Vehicle since

purchase. CarMax and [redacted] have

worked diligently to address the outstanding mechanical concerns with the

Vehicle. On or about May 8, 2015, CarMax

offered Mrs. [redacted] the option of a full return on the Vehicle, or to continue

the repairs as well as a reimbursement for two Vehicle loan payments. Mrs. [redacted] advised CarMax she wanted to maintain

ownership of the Vehicle and continue with the repairs.

Location General Manager, [redacted] is working with

Mrs. [redacted] to process a reimbursement for the loan payments in the form of a

check in the mail. [redacted] can be reached

at [redacted].

CarMax considers this matter resolved.

CarMax appreciates the opportunity to respond to this

complaint.

Please call me at [redacted], if you

have any questions.

Sincerely,

Analyst, Customer Relations

Review: I bought a [redacted] on July 30, 2013 from CarMax. After taking the vehicle in for service for a rattle that was immediately taken care of to my satisfaction, I noticed my vehicle was missing the spare tire and its kit. Due to the short time frame in buying the car and service, I am not certain the spare tire kit was missing after service or that it wasn't provided upon purchase. It seems rational that a spare tire kit is an essential item that a reputable store such as CarMax would provide with their vehicles or at the very least, inform me of the missing spare tire kit prior to purchase. Furthermore, after repeated phone calls (voice mails) and an email to customer service last week, I did not even receive a return phone call.Desired Settlement: I feel it is not unreasonable for CarMax to provide me with the factory spare tire kit.

Business

Response:

September 24, 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 August 27, 2013, wherein you forwarded a complaint from [redacted]. [redacted] requested in his settlement to receive a spare tire kit.

[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted], North Carolina (“CarMax”) on or about July 30, 2013.

[redacted] brought his vehicle in for service due to a rattling noise on or about August 7, 2013. CarMax diagnosed the concern and made the necessary repairs. CarMax was not made aware of the missing spare tire kit until receipt of this complaint.

As a gesture of goodwill, CarMax would like to offer the following resolution:

· CarMax will replace any missing components on [redacted] spare tire kit.

CarMax encourages [redacted] to schedule an appointment with the service department in order to identify what items need to be replaced. [redacted] will have 30 days from the receipt of this letter to contact the service department at ([redacted] to schedule an appointment.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience [redacted] may have experienced and at this time considers the gesture of goodwill the resolution to this complaint.

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

Sincerely,

Analyst, Executive Response Team

Review: This company has placed credit inquiries on my credit reports. I do not recall authorizing these inquiries. (04/2013)Desired Settlement: I would like all credit inquiries removed from any of my reports they are currently reporting on.

Business

Response:

April 17, 2014

Review: On January 14, 2015, we bought at Carmax [redacted] and they lied to us greatly!We were told that they changed the engine oil, it was not trueThat changed the antifreeze, it was not trueThat they changed the break pads, it was not trueNow, two springs at the driver side were broken driver, because they didnt repair the breaks.CarMax is a liar agency!Do not buy in Carmax!They will just steal your money!Desired Settlement: they need to repair what the didnt

Business

Response:

May 7, 2015

[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 Mr. [redacted]

regarding his purchase of the Vehicle from CarMax of San Antonio, TX (“CarMax”)

on January 14th, 2015.

In his complaint, Mr. [redacted] referenced service concerns with the Vehicle and requested that CarMax repair

the Vehicle.

After Mr. [redacted]’s

purchase, CarMax serviced the Vehicle on February 3rd, 2015. At that

time, CarMax replaced the brakes and radiator reservoir. CarMax also reset the

maintenance sensor. All of the repairs were covered under CarMax’s Limited

30-Day Warranty. Mr. [redacted] did not mention any additional concerns during this

visit.

CarMax has not spoken with Mr. [redacted] since

these repairs were completed. All of these repairs are guaranteed by CarMax for

six months and 6,000 miles from the time of service.

CarMax would be happy to diagnose

any additional repair concerns Mr. [redacted] may have at his expense. If Mr. [redacted]

has any further questions regarding his complaint, he may contact me at [redacted].

Thank you

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

Sincerely,

Analyst, CarMax Customer Relations

Review: I need to talk to about how I was treaded me and how they handle there customer and how the sale man put in the wrong income and how the manger was not doing his job and helping me get a car for me.Desired Settlement: I would like for them to give me the car that I ask for and the financial company that a prove me.

Business

Response:

April 15, 2014

Review: I purchased a [redacted] in Sept 2013 I have had this vehicle for less than 3 months the check engine light has come on. I took the vehicle in for a diagnostic and a vehicle that I have put less than 2k miles on that is only at 55k miles needs a new thermostat. Really...I paid almost 30k for this vehicle and I expected that they would sell a quality product. The headlight went out 2weeks after purchase and they replaced it but now 30 days are up this is not good business! I specifically asked the tech after they replaced the light to look over the vehicle and make sure there was nothing else he said the vehicle was fine.Desired Settlement: I think that they should incur some if not all of the expense to fix it.

Business

Response:

December 27, 2013

Review: My complaint is because I paid Carmax to transfer a car from California to Charlotte, based solely on pictures provided. Once the car arrived, I was able to determine the photos had been touched up, because the interior console damage was so severe, it would have shown up on photos (I have copies of the photographs). We confirmed this by using our camera at approx. the same resolution, distance and angle. The damage was clearly visible to the naked eye from the same vantage points. The car also had 3,000 more miles than advertised. It was explained to me that managers are allowed to drive cars less than $40,000 for a certain number of miles. I will withdraw my complaint when I am reimbursed the $474 transfer fee, because I would not have proceeded with the transfer if provided with accurate, untouched photos. If the damage was so minor it did not appear in photos, I would understand and accept the outcome. THIS IS NOT THE CASE.Carmax LOST not only my sale, but my father's as well because of their deceptive business practices.7/30 Paid $474 to Carmax to transfer car from California8/15 Car arrived. I viewed the car in person on approximately 8/19 and compared it to the photos provided by Carmax8/25 Emailed 2 Carmax executives, [redacted] and [redacted], regarding the touched-up photographs, and that I would not have transferred the car had I been provided with accurate photographs. Requested reimbursement. 8/27 Received a follow up call from [redacted] in Executive Relations. He stated the ** told him they sat down with me and resolved the issue. THIS SO-CALLED DISCUSSION REGARDING THE PHOTOGRAPHS NEVER HAPPENED 8/29 Contacted [redacted] to inform him THEY NEVER SAT DOWN WITH ME TO DISCUSS, and it was still an open issue. Requested a call back from [redacted], which was not done.9/1 Filed complaint with Revdex.com. Product_Or_Service: Car TransferDesired Settlement: DesiredSettlementID: Refund Refund $474 transfer fee.

Business

Response:

October 3, 2013

Via Electronic Mail

Re: [redacted]

Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted].

On approximately 7/28/13 [redacted] transferred a 2004 [redacted] 911 from[redacted] stated in her desired settlement she wanted a full refund of $474 for her transfer fee.

Problems occurred with the transfer. It went to another store. Our location [redacted] refunded[redacted] of the total transfer fee of $949. The refund was $[redacted] leaving $474 with [redacted]. [redacted] stated damage to the interior console was so severe she should receive a full refund.

[redacted] request of $[redacted] refund was completed today by the Charlotte CarMax store.

CarMax is sorry for any inconvenience this has caused [redacted].

Should you have any additional questions regarding this matter, please contact me directly at[redacted] Thank you for providing CarMax with an opportunity to respond.

Sincerely,

Sr. Analyst Customer Relations

Review: After purchasing a [redacted] it began to blow hot air a few days after purchase when the air conditioner was turned on. This happened intermittenly. I first left a message on their service line and never heard back from them. I called again 2 weeks later and wanted to get it looked at before the 30 day warranty. I was told an appointment could not be made until the following week. I scheduled an appt. for 8am and also explained what the issue was. I recieved a voice message at 10am that my car was started to be worked on and they would call with updates. I called at 1pm to check on the status, left a message no return call.Called back at 230pm and was told they couldnt find the problem and had questions in regards to my issues I was having with the hot air. I voiced my concern of this year and model of car had known issues with the "relay" switch that my husband had researched. Why wouldnt they call me with questions before this? Why was my car not worked on until 10am when scheduled for 8am? I called back at 330pm to speak with my service coordinator (or whatever they are called) and she was no help. Giving me a personal story of hers and how she knows this is an inconveince. I dont care about your personal story, I want my car fixed! Still at 4pm they dont know what the problem is. They could give no explanation for the delay in start time. They tell me if they cant find the problem, if the car does it again, to bring it back and it will be covered under warrenty since this appointment will be documented. I will NEVER have my car repaired there again! The buying experience was fine, the service is HORRIBLE!Desired Settlement: Fixed my car!

Business

Response:

October 16, 2014

Review: I purchased a vehicle from the company. I paid full asking price. I depended on their advertising. That the vehicle had been through ,and passed inspections as a quality automobile for the price. This was not the case. I explained the issues with the car to the service manager after spending hundreds of dollars on parts to repair the car after a brake line failure after driving 3000 miles over a period of nine months The emergency repair by another shop revealed obvious prior problems with the brake system. Severe uneven pad wear was my main concern. Having had problems ever since, I complained to Car Max. I just had an inspection by them. They want to charge me over 500.00 $ to service a problem that existed when I purchased the car. In my opinion, they are no better than any used car dealer you might run across. Their ads about the quality of the car that you purchase is false.Desired Settlement: Repair at no charge to me. They know that I paid more than the blue book value for the car.

Business

Response:

23 September 2013

Review: I viewed are vehicle on Carmax's website in which I was very interested in.The vehicle was located in Garland.Texas and required a $150.00 transport fee to Houston which I paid immediately.The vehicle arrived approximately 5 days later but could no longer be sold due to the title being lost during transportation.They couldn't give me any information on how long a duplicate title would be to make it sellable.My sales lady however found an identical vehicle in Florida which would take 2-3 weeks to arrive to Texas.However, I found the same vehicle under 500 miles away but higher in price($3,000) which they weren't willing to sell to me at the price of the original vehicle that I wanted .I asked for half off the difference in the price of the higher vehicle.They didn't contact myself for updates.I am the one always contacting them.I finally reached out to the corporate office in which I was told it wasnt anything they could do to accommodate or better the situation.I was told that I had options to purchase a vehicle elsewhere and they were standing on their decision. Why should I pay a higher price for a car because they lost the title for the cheaper car that I originally wanted?Location: 16110 North Freeway Houston, TX 77090Make: [redacted]Model: [redacted]Owner/Co-Ownder? NoDesired Settlement: Eat the cost of a mistake that the company made when they lost the title of the car I was planning to purchase.Why should I have to wait and they suffer no damage.

Business

Response:

April 20, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Ms. [redacted]. In

this complaint Ms. [redacted] is requesting a price reduction for a vehicle that she

wishes to purchase because the title to her original vehicle choice is not

available.

Ms. [redacted] paid a fee of $149.00 to initiate a vehicle

transfer to the CarMax of Houston on the North Freeway (“CarMax”) on or about

March 27, 2015. As Ms. [redacted] noted in her

complaint, that vehicle arrived without a title, which is required to complete

the sale. CarMax initiated the process

of obtaining a duplicate title for the transferred vehicle, and refunded the

transfer fee that Ms. [redacted] had paid. As

it was anticipated that it may take as many as three weeks to receive the

duplicate title, CarMax also offered to transfer another vehicle at no cost to

Ms. [redacted]. Ms. [redacted] declined that offer,

and instead requested a price reduction on a different vehicle to match the

price of her original choice.

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

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.

Carmax lures customers to their business and can not live up to their selling practices.They in addition represent false advertisements of items that can not be sold to consumers and try coerse consumers to higher priced vehicles.They also have bad customer service including no follow up return calls to update on delays and/or problems in a sale.Stop selling cars if you can not sell cars

Regards,

Review: I purchased a [redacted] in February 2015. This car was sold to me as a certified vehicle, but it is anything but certified. The vehicle was in an accident in 2014 which caused serious damage underneath which prevents the car from being able to be aligned. My tired continue to wear extremely fast due to this issue. I have taken it to mechanics and auto body shops, but it will cost thousands for repair from what they are telling me. I should not have to pay this type of money for a car that was falsely advertised to me as certified!!!!Location: Laurel MdMake: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I expect the vehicle to be repaired PROPERLY or replaced with a like vehicle.

Business

Response:

January

15, 2016

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted] 2012 [redacted]

[redacted] (the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

complaint received in your office from [redacted] about the Vehicle she

purchased from CarMax of Laurel, MD (“CarMax”) on February 13, 2015. In her complaint, Miss [redacted] stated the Vehicle

cannot be properly aligned due to a prior accident. Miss [redacted] is requesting that CarMax either

repair the Vehicle or replace it with a like vehicle.

On January 12, 2016 CarMax inspected

the Vehicle. CarMax has decided to buy back

the Vehicle and assist Miss [redacted] in finding a new vehicle. As of January 14, 2016 CarMax has transferred

two vehicles at no charge for Miss [redacted].

If Miss [redacted] has any further

questions she may contact me at 1-800-519-1511 ext. [redacted]

Sincerely,

Jennifer

Analyst,

CarMax Customer Relations

Review: Worst experience ever! Came in to buy our first car. They gave us the worst deal on a 2003 with 26% APR. I didn't really know what I was doing. Drove away with the car and 2 two days later there were noises right of the bat. After Carmax attempted the repairs, they told me that there was 6 things wrong with the car. What happen to 125+ point inspection, YA RIGHT! And the original noise was still there. I told them the car had a major vibration when the car stopped and they told me that old cars do that. I didnt come here to buy an old car. I came here to buy a quality car to be safe for my new family. And I received my car completely empty in gas. 6 months later we get a letter in the mail saying the car is recalled. I want to return this car ASAP for a trade in. I'm highly dissatisfied with your customer service and your failure to disclose the information of the cars condition. I trusted carmax. Because of my experience, I will not be purchasing another vehicle from Carmax nor will I ever refer them to anyone.Desired Settlement: trade in for new vehicle

Business

Response:

5 March 2014

Revdex.com

Richmond, Virginia 23236

Re: [redacted]

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] concerning the Vehicle purchased from CarMax of [redacted] (“CarMax”) on 3 August, 2013. In his letter, [redacted] expresses dissatisfaction with the Vehicle and the interest rate on his financing, and requests the opportunity to trade the Vehicle for a “new” one. CarMax appreciates the opportunity to respond.

A review of CarMax service records shows that the Vehicle was serviced only one time at CarMax, on 30 August 2013, under the terms of the 30-Day Limited Warranty. At that time, the concerns addressed were related to tire pressures, a grinding sound when braking, hesitation on acceleration, and shaking while at idle. Tire pressures were adjusted, no problem was found with the brakes, and the Vehicle was found to be accelerating as designed. The idle air control valve was found to be faulty, causing the shaking at idle. It was replaced, and as part of that repair, the air filter, throttle body gasket, and screws were also replaced. CarMax has no record of any additional complaints since that time.

[redacted] references a recall notice that he received six months after purchase. Recalls are issued by the manufacturer of a vehicle, usually in response to a specific safety concern. Recall notices are sent to the current registered owner of a vehicle. CarMax is unable to predict when or if any manufacturer may issue a recall. [redacted] is encouraged to contact a local[redacted] dealer to pursue repairs under the terms of the recall notice at no charge to him.

At the time of purchase, [redacted] provided CarMax his personal and financial information to complete a credit application. The application was submitted electronically to multiple finance companies, and [redacted] was extended an offer of financing by Drive Financial Services at a rate specified by the finance company. As such, CarMax is not a party to the contract and does not make financing decisions.

If [redacted] is dissatisfied with the Vehicle, CarMax would be happy to appraise the Vehicle and make an offer to purchase it. [redacted] is welcome to visit CarMax at any time during business hours to have the Vehicle appraised and explore options for the purchase of another.

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

I purchased my very first car with carmax on 12/05/2015. I saved up my money and purchased a 2006 [redacted] from the Lithia Springs location in GA. I was happy with the test drive & carfax as well as the vehicle.
I couldn't believe I finally had a vehicle to get to and from work as well as to and from my son's school. 3 days later my excitement turned into terror as I was driving the truck on the highway and it started to slow down no matter how hard I pressed the gas. I put on my hazard lights and started to try to get off the highway but an elderly woman almost crashed into me despite this.
The car continued to slow down and stop while I was pressing the gas pedal during my entire ride home. I was traumatized and angry. I immediately contacted carmax and was told to have the car towed in at which point I was presented with papers to sign giving them back the car. every other car on the lot was out of my price range and I was ineligible for a loaner car because I had given the car back and loaners are only for people who currently have a car with carmax. When I asked why no one explained this to me before, the saleswoman Connie told me she didn't know.
The sales manager, Richard told me he would not help me get a loaner and that my only option was to spend more money on a whole new car which I had absolutely no money for. I found a car $1,000 more than the [redacted] at the Southlake location and decided to go there to try and get it. After financing the car I was told my note would go up as well as my down payment.
I had been telling them ALL DAY that I absolutely can not afford for anything to go up and they refused to offer any type of discount for all my troubles or to compensate me. I was frustrated and disappointed. Even after speaking with corporate I was told that carmax does not under any circumstance offer discounts of any kind.
I asked for my money back and was told that they should've given it to me at the Lithia Springs location. They of course did not so not only was I out of a car I was out of my money. I can not get my money back until I get an off day from work to go all the way back to Lithia Springs for a refund. Through my correspondences with corporate I concluded that the sales people at carmax do not execute their jobs the way that they are supposed to and their focus is not on customer service. I was sold a car that shouldn't have been sold at all as it was unsafe to drive. I will get my money back and go to a real dealership next time.

Review: Carmax provides false advertisements to it's potential customers. They claim to provide a hassle-free experience, a great selection of quality cars, no frame damage, clean title guarantee, and service with intergrity. I purchased a vehicle in April of 2014 from carmax which had been salvaged. Although they did a buy back, it took 6 weeks to locate a replacement vehicle. The replacement vehicle was very unsanitary, and required me to leave the vehicle for an addtitional week to clean it up. Once I retrieved the vehicle, we then had a vehicle tag problem. The transfer fee was not paid to the Tag department causing me to drive around with expired Tags. Upon contaction the store Manager and assistant store Manger, I was mislead with the approriate protocal to resolve the issue. I was advised by the store Manager to bring the Tag into the Carmax location in order for me to receive the sticker for the plate. I was forced to do my own follow up process after repeated misinformation from several employees, and learned from the County tag department that a $20 transfer fee had not been paid by the dealer. I paid this fee with the purchase of the vehicle 7/03/2014. This company has poor customer service, and do not live up to their advertisement claim.Desired Settlement: My desire is that the company compensate me for the time taken off of work due to dropping off vehicles, and that they provide a Complimentary Service/Services for the months of inconvenience that I have received.

Business

Response:

September 19, 2014

Review: I purchased a [redacted] from the Car Max located in [redacted]. I have had several issues with the car in regards to the Ignition and starter. I had to have them replaced several times to find out the vehicle has a recall in 2001 in regards to the ignition. Car Max stated in the contract that the car did not have any recalls or know issues when I purchased the vehicle and it was supposed to be a clean title. I called Car Max to see if they would re-purchase the vehicle in was told NO over the phone from the [redacted] location because I still owed money on the vehicle. According to CAR MAX commercial they said they will buy back any vehicle regardless if owed money or not. After [redacted] announced the Recall, I am unable to sell the vehicle to a private owner nor does it seem Car Max willing buy back the vehicle at this time. I am a foster mother and I need a reliable vehicle for work and to transport the children from school and appointments.Desired Settlement: I would like Car Max to buy back this vehicle and allow me to purchase a new/use vehicle.

Business

Response:

September 9, 2014

I will not do business will CarMax ever again. They lie and deceive customers at every corner. Cars are riddled with problems and company lies about everything from car condition to finance terms. Stay as far away as possible. It's amazing to me that they hold an A+ rating with Revdex.com considering they over 750 complaints and 80% negative customer reviews. How's that for truth.

Review: Vehicle sustained what I consider to be signifucant damage on two separate and consecutive visits to Carmax. This has cost me time, money, and frustration; with little to no response or concern from location or corporate office.Desired Settlement: I feel that this information needs to be shared with Revdex.com, perhaps to keep others from the same horrible fate involving this location.

Business

Response:

September 4, 2014

VIA ELECTRONIC MAIL

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Complaint ID [redacted]

[redacted]:

I am writing you in response to your letter dated August 11, 2014, wherein you forwarded a complaint from [redacted].

[redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”) from the CarMax store located in [redacted] (“CarMax”) on or about July 19, 2012.

[redacted] mentioned in the complaint that his Vehicle was damaged by CarMax during two consecutive service visits. CarMax’s records indicate that [redacted] brought the Vehicle into CarMax on or about July 19, 2013 to inquire on multiple concerns. CarMax diagnosed the Vehicle and made the necessary repairs.

[redacted] contacted CarMax shortly thereafter to advise them that his driver’s side door panel had been scratched during his previous repair visit on or about July 19, 2013. CarMax sublet the Vehicle to AS Auto Body on or about September 10, 2013 to replace and repaint the driver’s side door panel at no cost to [redacted].

The Vehicle was serviced next on or about August 5, 2014 to inquire on a noise and rocking concern in his driver’s seat. CarMax ran a diagnostic test on the Vehicle and was unable to verify [redacted]’s concern. While the Vehicle was being driven back to the parking area for pickup, CarMax damaged the lower front bumper.

On or about August 12, 2014 CarMax sublet the Vehicle to AS Auto Body to replace and repaint the front bumper at no cost to [redacted]. CarMax offered to provide [redacted] a loaner vehicle while his Vehicle was being repaired as a gesture of goodwill. [redacted] did not accept the offer.

The Vehicle was repaired and returned to [redacted] on or about August 15, 2014.

CarMax apologizes for any inconvenience [redacted] may have experienced and has partnered with the appropriate parties to communicate [redacted]’s experience.

CarMax appreciates the opportunity to respond to this complaint.

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

Sincerely,

Review: I purchased a vehicle on April 10th 2013 and paid for the vehicle at the same time. In addition I paid over 1000.00 for the new Georgia tax 6.5% and transfer fees. As of today June 7, 2013 I checked with the state of Georgia the lady ([redacted]) at the State title office says that CarMax the dealer has never send in the documents to the state to have the title transferred to me. I have repeatedly called their office at [redacted] talking to the title clerk. She continues to gives excuses why they have not submitted the proper paper work and blaming it on the county or state. The CarMax title clerk says they are sending in the documents. It has been two months and CarMax has had my money for the vehicle and all the state tax to transfer fees for the vehicle and they refuse to enter the proper documents so the state will transfer the title to me. I have confirm this with the State of Georgia that the state has not received the documents at phone number [redacted] and the latest time I talked with [redacted] in the state title office at 12:00 PM on 06/07/2013 and she confirmed this information.Desired Settlement: Desired settlement is for CarMax to immediately file all the proper documents to satisfy the state of Georgia title office so they can transfer the title of the vehicle.

Business

Response:

17 June 2013

I recently bought a 2013 [redacted] at the Carmax in Lexington, KY, after obtaining what I thought to be a good deal. However, I ended up with a contract that was $1,000 higher than what was previously agreed upon. The sticker price that my wife and myself originally agreed to was $13,998, but was written into the contract at $14,998. We went ahead and signed the contract because the monthly payment was the same as previously discussed. However, after reviewing the contract and to my surprise, we were paying the monthly amount related to the higher price. Since signing the contract, Carmax has denied that the original price existed. My wife loves the car, so after discussions with Carmax representatives to turn it back in within the allotted 24 return policy, we decided to keep this vehicle. I urge everyone that decides to look for a vehicle at this Carmax location to take pictures of all sticker prices, to make sure that all agreed upon payment plans match the sticker price, and be vigilant in their efforts to avoid overpricing!