CarMax , Inc.

Review: Four weeks ago, beginning in February I began looking to purchase a car. After having been told great things about CarMax I decided to go that route. I searched high and low for the car I was specifically looking for. After long searches, I Found a[redacted] located in the [redacted] NC store. I applied for financing and was approved. I asked for the car to be transferred and I WAS promised a day it would come in. The car was never delivered. after 5 reassignments and carriers I asked where the car was, before finally calling the Charlotte location to ask if I can drive up and purchase the car. I was told I needed to reapply for finance and have my car reappraised. They did not approve me for financing but was approved for financing in savannah. I asked once more for the car to be transferred. After 4 weeks of waiting around the car came, only to be told "Sorry we choose not to do business with you" I asked why not, and no reason could be given to me by Corporate or the store in Savannah. I asked once more what is the reason you choose not to do business with me, and again I was told, we decide who we want to do business with or not.

If I was approved for financing and credit and had everything set, why is it that they changed their mind and decided to turn my business away?Location: [redacted]Make: [redacted]Model: **Owner/Co-Ownder? NoDesired Settlement: This vehicle is everything have been searching for. I would like to purchase the vehicle and still finance through the finance company that approved me to begin with.

Business

Response:

March 10, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

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

(the “Vehicle”) that he was interested in purchasing from the CarMax store

located in [redacted], Georgia (“CarMax”).

In this complaint, Mr. [redacted] is requesting to purchase the Vehicle.

According to our records, CarMax has been in communication with

Mr. [redacted] on multiple occasions.

CarMax is declining the settlement request as set forth in

the complaint. CarMax maintains the

right to determine which customers CarMax will conduct business with. CarMax has elected not to do business with

Mr. [redacted]. This decision could be

related to a prior interaction with CarMax or information provided to us during

this transaction. No further information

is available. The decision is final and

applicable to all CarMax locations.

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 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 may reserve the right to decline business but I beleuve you also should notify the customer as to reasons why. One could mistake it as discrimination based on sex, gender, age, sexual orientation. When I was approved for a loan and everything was squared away. I was ready to purchase then continently Carmax decided not to do business with me with NO CLEAR explanation:I would like to challenge CARMAX in court.

Regards,

Review: Over the last year & a half we have bought three vehicles from CarMax not including the several we bought before (3 more). The last three - 11' [redacted], 11' [redacted] and 08' [redacted] have all had major issues. All of which we mentioned at time of purchase. We were told each time we would be taken care of if there was an issue. We had had the 11 [redacted] in for several same issue repairs which we paid for. The 11' [redacted] was way under performance in the MPG area and we eventually traded it in because it was so awful. The trade in was on an 08' [redacted] which I mentioned to the sales person that the transmission would slip a little at high RPMs. He went to service and we were then told by him that the transmission fluid just needed to build up pressure and everything would be fine. He said they noticed it when they got it in and specifically looked into the issue and it was just a transmission fluid pressure issue which would self correct. Turns out the clutch was bad - with only 17K miles! We called CarMax several times and each time were told it was another departments' issue. Finally we were fed up and emailed CarMax corporate. All they did was have someone from service call us and this person told us to call someone else! Does that even make sense? I told them the passing of the problems stopped there and to just help us. We were promised help and then service simply stopped calling us. We left messages and didn't get a call back. What is the point of contacting CarMax again if they simply pass the issue (or blame it) on another department over and over again? They clearly lie and will do anything to sell a vehicle. Why treat loyal customers this way? They boast a massive multi point inspection and yet the last three vehicles have been terrible immediately.[redacted]

[redacted]Desired Settlement: We truly believe, especially after the complete run around and decision not to even follow up with us the last few months that they need to repair this clutch themselves, take the vehicle back or exchange it for another. We put a $5000 down payment on this vehicle. We did our part. They have turned their backs on us after getting caught in a lie.

Business

Response:

September 24, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID [redacted]

Dear Mrs. [redacted]:

I am writing

in response to your letter dated July 6, 2015, wherein you forwarded a

complaint from Mr. [redacted]. Mr.

[redacted] requested that CarMax allow him to return the Vehicle.

CarMax has been in communication with Mr. [redacted] to address the Vehicle’s concerns and has

scheduled an appointment for him to bring the Vehicle in for service on or

about September 28, 2015. CarMax is

declining the settlement as set forth in the complaint, but has offered to

diagnose the Vehicle at no cost and to assist with the cost of the parts

needed for repairs as a gesture of customer service.

CarMax appreciates the opportunity to respond

to this complaint.

Please contact me at [redacted] extension [redacted] with any

questions you may have.

Sincerely,

Analyst, Executive Response Team

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,

I am sorry for the late reply. The problems were fixed and we came to a satisfactory agreement. I am pleased with how they handled the issue.

Review: On August 8, 2013, I purchased a used [redacted] Limited Edition with dual heated leather, auto powered seats and sunroof from CarMax located at [redacted]. The price of the vehicle with an extended warranty came to a total of $19,300. Rewind: Prior to the purchase, I had test drove the car. And, initially, my experience of the test drive was that the car had this shaking when it was between the speeds of 5 to 25 miles per hour, it had what I would describe as old dirty water smell and/or a dirty wet dog smell, and, it did not perform up to the speed of a V6 engineered car. The car was very sluggish, almost, as if there were tons of weight attached. So, I told the representative about my experience/concerns. He said, well, lets just keep looking. But, the rep then mentioned to me that because, there were very few [redacted]s that matched my specifics he would address my issues with the CarMax Managers and car repair team and see what their thoughts were and if they could check the car out further. I decided to keep looking but, my ability to locate what I wanted and needed extremely quick was running cold. Other [redacted]s were coming into that location but were much higher than what I had to spend. After about 10 to 15 [redacted]s later, the rep called me and told me that the car had been serviced and the problem was an alignment was needed. As for the smell he would have the team to shampoo and detail the vehicle. And, if I wanted to I could come back in and retest the vehicle and so I did. And, all the things that I had mentioned to the rep had seemingly been resolved. So I test drove the car once again and because I had the opportunity to look at other vehicles there was a span of a week or so before, I went back to the CarMax to inquire about the vehicle in question. I then test drove the car for the final time. Made the purchase which ended up being late in the evening around 6pm in the evening. After along day of work, along with the high hot temps I was very exhausted and had a few miles to travel back home. I completed the transaction and headed out of the dealerships lot. As soon as, I got on the main thoroughfare, the car begin to have that shake, 2 new thing I experienced was the car was consuming gas as if it was blowing in the wind and the headlights covers were extremely oxidated. Then the next day, the smell I had experienced was back and even stronger, along with the front driver side speaker begin to show signs of being busted. So, the next day I called back and told the [redacted] ([redacted]) what was going on & I took the car back. When I went to pick up my car after about a week of them having it I immediately noticed that the car was not fixed. Along with three other things, two of them happened while in CarMax's possession: front passenger seat had screws missing from the trim, and there is a (1) rock chip in the front passenger side windshield (2) the back bumper was dented and had to be repaired . CarMax's Service [redacted], Major or General one of those names test drove with me to see if he could experience my complaint and he did agree with me that he felt those issues too. And, General? Major? asked me about was I losing gas quickly and I said yes. And, CarMax has had my car in their shop with one problem after the other for a matter of about 2 months. I just got my car back on October 10 dating back from August 9, 2013 minus about 3days. And, my car is still experiencing the same problems that I had complained about the very first day: shaking, dog or old water smell, sluggish, and using gas as if it is blowing in the wind. I tried to talk with the car repair manager and ended up talking with one of the shop guys [redacted], who had been keeping me abreast of everything that was not going on. [redacted] told me that they had taken the car to the [redacted] because they could not figure out the problem. But, he knew that General? Major? had already agreed that the problems existed. After, taking it to [redacted] for about a week for them to attempt to fix it, [redacted] related to me that [redacted] did not experience the problem and sent the car back to CarMax. CarMax then took the car back to [redacted] and had them to reassess the vehicle, according to [redacted], [redacted] finally experienced the problem and it was the axles on the vehicle that they would keep the car (for about a week) and when the parts came in would fix it. But, when I talked with the [redacted] ([redacted]), [redacted] told me that [redacted] rejected the car because they felt there was nothing wrong with the car. But, the invoice papers that they gave me shows that axles were order and put on the car. However, I can't tell that anything has been done to the car because the shake is still there. And, the car is using gas, like it has holes in it. I have attempted to resolve the issue with them but, nobody will take my call or even call me back. When I call the operators had suggest I talk with the Customer Complaint Division in [redacted]. So I did. I spoke with a young lady by the name of Wendy. Wendy said she called the CarMax in [redacted] and spoke with [redacted] and [redacted] ([redacted]) and that they were getting together a team to see if they could work something out with me. What a joke! They are trying to get there lies together in case I try to sue. I knew this would be the outcome as soon as I got my car and drove it and experienced the same exact things. IS THIS A LEMON OR WHAT?! There are many cars on CarMax's [redacted] lot that have visual physical body and water damages to them. I pointed out least 4 or 5 to the representatives those cars with aforementioned problems.Desired Settlement: I think that CarMax's responsibility at this point is to refund me all monies and destroy any contract that I have with them. All of the problems that I have experienced is considered false advertisement for CarMax. CarMax boast about being fair and pleasing their customer(s) by doing the right things. And, that all their cars are damage free. It's lies.

Business

Response:

[redacted]

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN [redacted](the “Vehicle”) that she purchased on or about August 8, 2013 from the CarMax store located in

[redacted]. In this complaint, [redacted] is requesting a refund of all monies and a cancellation of any contract that she has with CarMax.

In August of 2013, [redacted] took her Vehicle to CarMax to have several concerns addressed including cosmetic issues as well as a concern with a shaking/wobbling sensation when driving her Vehicle. All cosmetic concerns were addressed however CarMax was unable to duplicate the shaking/wobbling concern.

In September of 2013, [redacted] had additional cosmetic concerns and again mentioned the same concern with shaking/wobbling sensation. CarMax again addressed the cosmetic concerns and was still unable to duplicate the concern with shaking/wobbling. [redacted] also had concerns with her speakers and damage to her rear bumper. All repairs were completed at no cost to [redacted].

In October of 2013, [redacted] once again had concerns with a shaking/wobbling sensation while driving. CarMax at this time was able to duplicate the concern and the front CV Axles were replaced.

CarMax recognizes and regrets that [redacted] has had concerns; however, all repair work was completed at no charge to[redacted]. CarMax would like to extend the offer to have [redacted] to bring her vehicle in for further diagnosis as she has stated that she is still experiencing vibration issues.

CarMax appreciates the opportunity to respond to this complaint. Please call me at

[redacted], extension [redacted] if you have any questions.

Sincerely,

Review: I purchased a bumper to bumper warranty with Carmax-Maxcare. At the cost of $4,000.00.

The vehicle was purchased March 2014.

In November 2014 the vehicle started experiencing transmission problems. When parked on a hill INTERMITTENTLY there is NO reverse. Not only is this a problem but is dangerous. I took it to the local Carmax for repairs. As the issue is intermittent the problem could not be replicated. I had no reverse again in April of 2015 and took it to my local VW Dealership for diagnosis. Their mechanic took an extensive drive up and down hills and managed to make the car replicate. Verifying NO reverse. Carmax- Maxcare sent their representative to replicate the problem as the car is showing no codes or errors in the computer to validate the mechanical problem. Of course the transmission did not fail when their technician was there. I pleaded with them to send him out again. Which they did a second time. Again, the car did not replicate yet again as the issue is intermittent.

Carmax- Maxcare will not want to take the word of the VW dealership that the vehicle had NO reverse when their (VW) technician did the diagnostic driving....up and down local hills until it replicated.

I spoke to [redacted] manager of Maxcare on April 14th. He stated it is the "responsibility" of the technician at VW to make the tranny "act up" and 'replicate" the problem while Maxcare 3rd party technician is there. I argued this is not always possible as the problem is intermittent. Any logical argument would come to the conclusion that an intermittent problem can not be replicated on demand. Even though Maxcare has provided due diligence sending their technician the car is not "acting up" when he is there. Therefore my argument is that the problem is intermittent and I should not be stuck with NO reverse on a vehicle that I paid and additional $4,000 dollars for a warranty on. The tranny replacement is $6,000.00. VW states the issue is mechanical and inside the tranny itself.Location: 2001 Lockwood Street, Oxnard CAMake: [redacted] Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like for Maxcare to replace the transmission at the word of [redacted] as the problem is intermittent and it could not be replicated when the Maxcare technician was present. It is not fair for me to have paid $4k for a bumper to bumper warranty. I have owned the car only one year. It is a big expense and the problem is real! I would like to have the assistance of Revdex.com before hiring my own attorney to represent me with Maxcare. Maxcare is just playing hard ball on a problem that is intermittent but very real, and very dangerous to myself and others when this car is on a hill. They are hiding behind their contract stating that the "responsibility" lies with the technician to make the care replicate. Then I would advise that the Maxcare technician drive my car for a week on hills. I am even willing to pay for someone to drive it on an hourly rate and have offered to do so until it replicates. This is the epitome of consumer rip offs. Please help

Business

Response:

May 22, 2015

[redacted], Operations Supervisor

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE:

2011

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

Dear Mrs. [redacted],

Thank

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

regarding her purchase of the Vehicle from CarMax of Oxnard, CA (“CarMax”) on March

26th, 2014.

In her complaint, Ms. [redacted]

referenced concerns with her MaxCare extended service provider. Ms. [redacted]

requested that MaxCare cover repairs for a transmission issue present on the

Vehicle that was being serviced at a [redacted] dealership.

The MaxCare extended

service plan is administered through a third-party company, The Warranty Group

(“TWG”). CarMax has no authority in the adjudication of repair claims through

TWG.

Upon becoming aware of

this complaint, the Location General Manager of CarMax contacted TWG for an

update on the status of this repair claim. He also contacted Ms. [redacted] on

May 16th, 2015. TWG agreed to replace the transmission after further

contact with the [redacted] dealership. Ms. [redacted] was responsible for her

deductible charge as outlined in her MaxCare contract.

If Ms.

[redacted] has any further questions on her extended service plan, she can reach

me directly at [redacted]. Thank you kindly for providing CarMax

the opportunity to respond to this matter.

Sincerely,

Analyst, CarMax Customer Relations

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: We bought the car in September. Within the first week it was in for repairs (DVD player wasn't working, rear view mirror was shaking, air condition/heat wasn't working correctly and we wanted to know where the 4WD switch was b/c we purchased this vehicle because we wanted 4WD). Car was returned to us with some fixes, no mention of 4WD on/off switch. Car was back in 8 times after that first week - amounting to over 70 days in for repair at this point. The biggest issue is the engine, which failed in mid-rush hour commute about 6 weeks ago. We were distraught over the fact that a car with only 60,000 miles that underwent a "Carmax 125 point check" would have given us so many issues in the 8 months we had the car! We decided to talk to store management about possibly getting into a new vehicle- we explained up front that we could not afford to pay more than our current $380/mo car payment and that we were hoping Carmax would agree that perhaps this car wasn't one they wanted to go to bat for given the numerous problems. We wanted to continue paying Carmax (they hold the loan) and just get into a safer vehicle. We were told this could not happen unless we put an additional $8,000 in to cover negative equity. Obviously we can't afford that option. Carmax did offer to pay 1/2 of the repair - which meant we would need to come up with $1300 (again, more than we can afford). We went to corporate customer care and were given the same response. Our only option (if we wanted a car) was to tell them to go ahead with the repair. It was not until that point that they would offer us a rental despite the fact that we asked for one repeatedly (we are a family of 5 with both parents working FT, one if us works an hour away). That was now 6 weeks ago. A job that we didn't want to pay for that we were told would take 10 hrs has now been there for over 6 weeks! And they could not do the repair in-house. It had to be sent out and they do not know when it will be fixed.[redacted]

[redacted]Desired Settlement: At this point we do not even feel safe taking the car back after such a major engine repair that is clearly more serious than even Carmax initially thought! We have paid at least two car payments on a car that sat at there lot rather than our driveway! We just want a different vehicle. We are frustrated, stressed and worried about what might happen if this car is returned to us. Hoping for some help from the Revdex.com.

Business

Response:

July 29, 2015

Via Electronic Mail

Revdex.com

720 [redacted]field Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

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

[redacted]. On September 22, 2014, Ms. [redacted] purchased a [redacted]

(the “Vehicle”) from the CarMax of [redacted]. In her complaint, Ms. [redacted] is requesting

that CarMax assist her with obtaining a different vehicle.

Ms.

[redacted] did have several mechanical issues that were addressed under the terms of

the Limited Warranty. The Vehicle recently

had an engine concern that would cost around $2500.00. CarMax presented Ms. [redacted] with two options: to get the Vehicle repaired or to have the

Vehicle appraised. Ms. [redacted] declined

the appraisal offer for the Vehicle. As

a gesture of good will, CarMax offered to pay half of the repair and provided

Ms. [redacted] with a loaner vehicle.

The

Vehicle has been repaired and returned to Ms. [redacted]. If Ms. [redacted] would still like to sell of the

Vehicle, CarMax would be happy to reappraise the Vehicle.

CarMax appreciates the opportunity to respond to this

complaint. If you have any questions, please call me at [redacted], ext

[redacted].

Sincerely,

Customer Relations Analyst

Consumer

Response:

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

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

Regards,

We would like to add to our case against CarMax in King of Prussia. We received a notice saying we did not respond in a timely matter and the case was considered closed - we would like it to remain open.

Review: I bought an extended warranty from Carmax was told that I should have my money back within 4 weeks. The car has been traded and paid off and still I'm getting the run around from Carmax and the fiancé company. Please help me resolve this problem.Desired Settlement: Just give me what I'm owed and stop living people the run around

Business

Response:

January 19, 2015

Review: I purchased a [redacted] in 2012. The representative presented me a full [redacted] report. The report listed no accidents or any other issues or discrepancies. I just recently traded the [redacted] in December 2014 from [redacted]. The representative pulled a [redacted] report on the [redacted] and discovered two discrepancies prior to me owning the vehicle. The report showed an accident in 2010 in Connecticut and also showed a mileage discrepancy with a difference back and forth of 10,000 miles. Because of this I received $800.00 less for my vehicle for trade-in value. I would have never purchased a used vehicle with an accident because I know that for future selling it would lesson the value. I called Carmax in [redacted] on January 1st 2015 to file a complaint and spoke with a sales manager (I was not given a name) and he informed me that although he "feels bad for me" there was nothing that they could do because that's [redacted]'s responsibility to give them the information, and that [redacted] was better than [redacted] and that he did not think an accident should lesson the value of a vehicle; It is my knowledge of purchasing and trading vehicles that if they vehicle is not a "clean trade" it lessons the value. I feel like I was sold a vehicle and not given proper knowledge of its history and based upon the false knowledge I was given I purchased that vehicle.Desired Settlement: If they cannot compensate me for the loss of the value of the vehicle then I do request they change their policy and I would like an apology from someone with more accreditation than the floor sales manager.

Business

Response:

January 23, 2015

Review: I purchased a [redacted] with 35,000 miles at CarMax in [redacted] on 5/23/15. I had a pleasurable buying experience and was okay with paying the inflated price for the guarantee of a trustworthy reliable vehicle. But 48hrs after buying the truck the check engine light came on. I took it to [redacted] and [redacted] who both informed me that there were 2 misfires for the sparkplugs and the oxygen sensor (im told this is common in [redacted]). I then took the truck back to CarMax service center where they said it was covered under the 30day warranty (YEAH!) That was on 5/27/15. I got a call on 5/29/15 that the car had the PCM reset and was ready to be picked up. I went to pick it up and was told by Sam at the service desk that they wanted to drive it some more to see if the light came back on and I could pick it up Monday. I came back Monday 6/1/15 to pick up my "fixed" truck and was told by the Service Manager Dusty that the problem might not be fixed and the light could come back on at anytime, she recommended not keeping the truck and getting a different vehicle. NOT what I wanted to hear! But I would never buy a faulty vehicle & jeopardize the safety of my family. I did feel that CarMax sold me this vehicle knowing it had problems, especially since it happend as soon as I drove it off the lot! I spoke to sales associate [redacted] about exchanging me truck for the loaner one they currently had me in (even though it had significantly more miles on it). I liked that I could trust the truck since I had been driving it without any issues. There was a $2,900 difference between the loaner car & my truck, which I thought due to the trouble I was put through could easily be waived. Instead I was told I was still in my "5 day return policy" and copuld simply give the truck back it I was unhappy! When I refused, they asked to work on my truck more until they were sure it was fixed. A week later nothing more has been done to repair my truck & they want the rental back & said I was still welcome to return my truck.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Exchange

I believe after CarMax failed to confidently fix my [redacted] truck in an acceptable manner I should be able to exchange for the rental truck that has more miles but that I have a comfort level driving since I have had it for a week with no issues. I do not trust any other car on CarMax lot since I was sold a Lemmon the first time. They have proven that there 125 point car inspection isn't what it promises to be. I contacted Corporate & the [redacted], who has been V

Business

Response:

June

26, 2015

720

Moorefield Park Drive, Suite 300

Richmond,

Virginia 23236

Complaint ID [redacted]

Thank

you for forwarding the complaint dated June 5, 2015 regarding the Vehicle

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

about May 23, 2015. Mr. [redacted] requested

that CarMax allow him to exchange his Vehicle for a previously extended loaner

vehicle at no additional cost to him.

CarMax’s records indicate that Mr. [redacted] sold the Vehicle back to

CarMax on or about June 5, 2015. Should

Mr. [redacted] wish to purchase the loaner vehicle, he may do so at the listed

price.

CarMax

appreciates the opportunity to respond to this complaint.

Please

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

Sincerely,

Review: On or about 3/17/14 the purchase of a [redacted] was purchased from the CarMax store located in Ontario, California. Prior to the vehicle arriving I was charged a delivery fee. The car was then shipped from Arizona to Ca. The purchased my car at a discounted wholesale price. I was under the impression there vehicle would be clean. After seeing the vehicle I sat inside and told the salesman this is really dirty the seatbelt had stuck to my shirt with a caramel like substance. He said no problem we will detail the car and any other issues we can fix at a later date before 30 days from the purchase. I agreed to sign the purchase agreement in good faith. As I sat in the car and drove away my seats, seatbelt and the carpet on the floor were still wet. Then as I accelerated to get on the freeway on ramp the vehicle pulled to left then immediately to the right I thought I was going to crash. I got home safely after a 2 hour drive and started writing down everything wrong with the vehicle. When the seatbelt dried out the fabric was no longer flexible, it had hardened to the point where it would no longer retract. I dropped the vehicle off with a list and they called a few days later, saying come down and test drive with our tech. I did I said the car takes approx. 30 mins. to warm up. He said that's normal, I explained the steering issue, tailpipe vibration said "also normal" for these cars. Then I asked him about the breaks making a sanding noise, cold engine knocking, knock behind the dashboard, Transmission sometimes delays shifting. I was told by the tech and adviser they can't locate these issues so they don't exist. Then after me not understanding I was advised to call the Corp.Office, they called the CarMax dealer where I purchased the vehicle, the manager caller me back saying they could make my 1st payment since they have had the car 3 weeks,called back saying no to the payment. I called Corp. they said there hands are tied. Take the car to [redacted]. I would if I bought it there.Desired Settlement: Unfortunately my car was purchased by CarMax for wholesale and there car is at retail. I feel a loss already. I am open for a settlement or a replacement vehicle. I asked them already with the amount of problems we are experiencing could we try another car. I was told no.

Business

Response:

May 9, 2014

Review: My wife took our car into carmax to get a routine oil change. An appointment was set up but after an hour of waiting, the service tech approached my wife with other maintenance issues that needed to be addressed. Being in a rush my wife said we'd have to make another appointment for these issues and just wants the oil changed at this time. The tech then went on telling her that it was a package deal. "After an hour, you didnt change the oil?" The tech had to double check and see if the oil was changed. "oh sorry,they did change the oil". My wife drives the vehicle home (the engine is smoking). She calls me concerned and freaking out. I told her maybe they spilled a little oil on the engine and its burning off. When I get home, I take the car for a drive down the street. The car continues to smoke. So I lift the hood and see "old enigne oil" all over the engine. There is no reason for "old oil" to be anywhere on or around the engine. I then pull out the dip stick to check the levels, again "old oil". Plus the oil is well past the "max" line. So to be clear ,they didn't change the oil, they overfilled it with old oil and they spilled it all over the engine. If this was an "accident" why was it not cleaned up? And why are they putting old oil back in the car? As a professional establishment wouldn't you take pride in your buisness/work? We've never had an issue with our oil changes with the other carmax locations. I wonder if I was able to take the car in, would this of happened to me?Desired Settlement: The car needs the oil changed with NEW oil. They need to clean the engine in it's entirety.(provide rental car until completion) Replace anything they spilled oil on. RefundReplacement of damaged goods.I would like someone to contact me.

Business

Response:

May 29, 2014

Review: I purchased my car in the spring in San Diego (where it rarely rains). I purchased the extended warranty and CarMax ensures a multipoint inspection and that their cars are free of any faulty mechanisms. For the following year my car was garaged any time it rained more than a sprinkle. In January 2016 San Diego experienced very unusual and heavy rainfall. The first day of this rainfall my interior (leather) was completely soaked and stained. I immediately contacted CarMax and asked to speak to a service manager. I simply asked that they diagnose the problem without cost, as it seemed to be an issue with the convertible top or seal and that it is something I only now became aware of due to the rain. I was certain given their multipoint inspection guarantee this is something they shouldn’t have missed. I was informed that it “wasn’t their problem” by a manager and promptly hung up on. I called back and asked to speak to the general manager and was sent to his voicemail. I left a message with my name and phone number clearly stated twice. I was never contacted by CarMax again. I contacted the VW dealership and was informed that this is in fact a fault with the car that should have been discovered by CarMax and that it’s something VW would have covered under their extended warranty (which we purchased through CarMax) and something they would never refuse to diagnose. Industry standard clearly dictates that CarMax should have discovered the fault, and upon a customer discovering it they should have covered it and repaired it.Location: Make: Model: Owner/Co-Ownder? Yes

Business

Response:

February 19th,

2016

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

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

2010 [redacted]

Dear Mrs.

Mann,

Thank you for forwarding the

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

Vehicle from CarMax of Kearny Mesa, CA (“CarMax”) on February 28th,

2014. In her complaint, Ms. [redacted] requested repair of a service concern with

the convertible top of the Vehicle. At the time of purchase,

Ms. [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for

a term of 72 months or until the Vehicle exceeded 75,000 miles with a

deductible of $300.00.

CarMax was aware of Ms. [redacted]’s

concerns prior to receiving this complaint. CarMax management spoke with Ms.

[redacted] on multiple occasions to discuss the concern and advise that these

repairs would be at her expense as the Vehicle is outside any warranty that

CarMax offers. CarMax encouraged Ms. [redacted] to submit a claim through her ESP

for the convertible top concern after a diagnosis is completed and recommended

that this diagnosis be completed at a Volkswagen dealership.

In an effort of customer service,

CarMax spoke with Ms. [redacted] on approximately February 16th, 2016,

and offered to complete a diagnosis of the concern at no charge. CarMax has not

yet completed that diagnosis and would be happy to make an appointment at Ms.

[redacted]’s earliest convenience. Ms. [redacted] can reach the Kearny Mesa service

location to schedule an appointment at 858-712-6486, option 4.

If

Mr. Morgan has further questions, he may contact me at 1-800-519-1511, ext.

[redacted].

Thank you for providing CarMax the

opportunity to respond to this matter.

Sincerely,

Curt D[redacted]

Analyst,

CarMax Customer Relations

Consumer

Response:

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

CarMax's "offer" to resolve this is riddled with lies and inconsistencies. CarMax called me on February 15, 2016, at 10:50am. The call lasted 22 minutes at which time I was made no offer for a diagnosis of the problem. In fact, the woman I spoke with indicated that while she was going to bring my request for them to pay for a diagnosis to the "senior team" she did not believe they'd offer to cover these costs. I was then contacted again on February 16, 2016 at 10:05am, with a call that lasted for 40 seconds wherein it was confirmed, that the "senior team" would not offer to cover costs of the diagnosis of the problem, but would do the labor to diagnose the problem "cheaper than the dealer." Evidence of these calls is attached herein. I rejected this response as I do not believe I should be paying for the costs of diagnosis. Should CarMax decide to be truthful and practice acceptable customer service practices, I'd be happy to have a diagnosis of the problem performed by the Volkswagen Dealer. The costs may be paid directly to the dealer by CarMax. Given their apparent willingness to be untruthful, even to the Revdex.com, I do not believe it would be in my best interests to trust their diagnostic team. This company is obviously willing to go to great lengths, including lying to third parties now, to not have to be liable for their misdeeds.

Regards,

Review: CarMax advertised a car (VIN [redacted]) for $16,998 on their website. I'll called the Naperville CarMax to put a deposit down on the car. The associate ([redacted]) took all my information down and located the car to transfer it to the Naperville location. [redacted] confirmed the price and said he would call me back once the transfer had been confirmed. I received a call back from [redacted] stating that CarMax would not honor the price. The manager called back late in the day to attempt to sell me a different car at the same price. CarMax's practice of baiting and switching consumers in deceptive and unfair.Location: Make: Model: Owner/Co-Ownder? Desired Settlement: Seeking CarMax to honor the advertised price of car (VIN [redacted]).

Business

Response:

May 5, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MR. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Mr. Michael [redacted] regarding the [redacted], [redacted] (the “Vehicle”) that Mr. [redacted] requested to be transferred or about April 17,

2015 to the CarMax store located in Naperville, Illinois (“CarMax”). In this complaint, Mr. [redacted] is requesting to

purchase the Vehicle for $16,998.

The Vehicle was placed on our website with a typographical

error regarding the price. It was priced

at $46,998 by our Purchasing department, but listed in error on our website at

$16,998. The error was quickly

recognized by the Purchasing department and the website team was immediately

contacted.

CarMax is declining the settlement request as set forth in

the complaint. Comparable vehicles on

our website are currently selling for between $46,998 and $49,998.

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 has refused to settle this claim.

Regards,

Review: Not correcting car repair issue in Oct 2012 I am filing a complaint against the dealership with the Revdex.com, Atty General, [redacted] and whomever else I can get involved. I started having car issues with my [redacted] purchased from the [redacted] CarMax end of Sept or early Oct 2012 approximately 2 wks after purchasing my car in Sept 2012 with my [redacted] light and service engine light coming on and was advised it was a cylnder misfire 3. I took the car back to Carmax and they were suppose to had changed all 6 plugs, they had my car for roughly a week and I got it back on 10/9/2012 since then the same lights came on multiple times and come to find out it's the same issues that Carmax supposedly had fixed. After speaking the [redacted] service manager and the technician I was advised the plugs that were put in my car were aftermarket plugs part # w7551 and they should've used [redacted] spark plugs not some generic brand. The plugs were worn, burnt and corroded and started causing addl misfires with my vehicle the service tech at [redacted] gave me all 6 plugs to provide to Carmax as proof. I spoke with [redacted] the manager in service at the [redacted] location who advised he didn't believe what the dealer advised me and they get their parts from the same place as [redacted] which is a false statement because [redacted] got my plugs from [redacted] not carquest or wherever. I told [redacted] I was advised the sparkplugs look as if they have never been changed per the tech that just fixed my car and the service manager at [redacted] I am clearly livid about having to go through this all over again and being inconvenienced by the out of pocket costs of $314. I am looking to hear back from someone ASAPin regards to a full refund!Desired Settlement: Full refunds of $314 that I paid out of pocket to the [redacted] for the same repairs

Business

Response:

August 28, 2013

Via Electronic Mail

[redacted], Operations Team Leader

Revdex.com

<st1:Street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive, Suite 300

<st1:place w:st="on"><st1:City w:st="on">Richmond, <st1:State w:st="on">VA <st1:PostalCode w:st="on">23236

Re: [redacted]

Dear [redacted]:

I am writing in response to your letter which forwarded the complaint of [redacted]. On July 15, 2013 [redacted] purchased a [redacted], [redacted] (the “Vehicle”) from CarMax in <st1:place w:st="on"><st1:State w:st="on">[redacted]. According to the complaint the customer feels she should receive a refund for the repairs that were done at the [redacted] dealer.

On October 10, 2012 [redacted] brought her Vehicle to CarMax with several concerns, including a check engine and VSA light. The CarMax in [redacted] ran a diagnosis and a misfire was detected. It was discovered that the spark plugs were bad; spark plugs were replaced and software was updated.

On July 12, 2013 [redacted]., Service Manager at the CarMax in [redacted] spoke with [redacted] about the replacement of her six spark plugs at a[redacted] dealer. He verified that the spark plugs that [redacted] brought to him were the ones CarMax had installed on October 10, 2012. It is unknown as to why the plugs failed. However, as the repair is well outside the six months, 6,000 mile warranty for both parts and labor. As such, CarMax declines to provide [redacted] the relief she seeks.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at[redacted].

Sincerely,

Customer Relations Analyst

Review: I purchased my [redacted] used through carmax in March of 2013, as soon as I drove it off the lot to my parents house, they mentioned to me that it sounded a little off. They said to them it sounded like a diesel and that it kind of makes a ticking noise. I didn't think to much of it because it sounded okay to me. One week later, I had to take it back in for a repair on the water pump, and the alarm was broken. At that time I had asked the mechanic that worked on my truck if it sounded okay, and he told me that it sounds normal. As months went on I heard from several mechanics that my truck should not sound the way it sounds. On April 1st, 2015, my alternator went out and had to be replaced. At that time, a [redacted] specialist told me that my truck has a lifter issue, that is the reason why it sounds the way it does, and that it should be looked at immediately to prevent further damage. I called carmax to make a complaint with them because they claim to do a 125 point inspection on their vehicles before selling. My truck should have never made it off of that lot until that was repaired. CARMAX called me back, and offered to do a diagnosis check. I made an appointment for Wednesday April 15th 2015. When I went to drop it off at 8:30 AM, I let Julio know that a [redacted] specialist went through the truck and said it was there was a lifter issue. He told me it would be about 3-4 hours for them to look at it. I was called 45 minutes later and they told me "it's something internal" and they do not have the proper equipment to tear the truck apart to find out what it is. I am writing the better business bereau because, for one the car should not have been sold with underlying issues with a company that claims to do 125 point inspections, and for two, why have me drive all the way down there for them to diagnosis it by there mechanics that can't even look at my truck because from what they said, "don't have the proper equipment." When I went to pick up my truck, [redacted] said "that I shouldn't worry about my truck he drove it around 5 times and it drove fine" and suggested I should get my truck appraised and trade in my truck since it has no mechanical issues. This appalled me because I know what issue my truck has, and for him to say there is no mechanical issues really went to show what Carmax stands for. When I got my diagnosis paper back from them, it said nothing, no references for places to take the truck, nothing that they did or checked, it was basically a empty piece of paper that read "under hood engine noise." Very unprofessional business.

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

I would like carmax to have my truck looked at and repaired for the lifter issue that I purchased my truck with on their behalf.

Business

Response:

May

1, 2015

Via Electronic Mail

[redacted], Operations Team

Leader

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted]

Dear Ms. [redacted]:

I am

writing in response to your letter which forwarded the complaint of [redacted]. On March 21, 2013, Mr. [redacted]

purchased a [redacted], VIN [redacted] (the “Vehicle”), at the

CarMax of Riverside, CA. In his

complaint, Mr. [redacted] is requesting CarMax diagnosed and repaired for the lifter

issue.

Mr.

[redacted] stated that a week after purchase he brought the Vehicle in for the water

pump and alarm issues. Mr. [redacted] stated

that he advised the service department that the Vehicle’s engine was making a

noise and he was told it was okay. Mr.

[redacted] did reach out again in April of 2015 about the same engine noise and

advised that a [redacted] Specialist stated that it was the lifter. CarMax asked Mr. [redacted] to bring the Vehicle

in so a diagnosis could be performed.

CarMax

offered Mr. [redacted] two options. The first

option is to have the Vehicle appraised.

The second option was to get a price to have the vehicle repaired. Mr. [redacted] declined both offers.

CarMax

declines Mr. [redacted]’s request as set forth in his complaint. CarMax is still

willing to honor the above options as listed.

If you have any questions, please call me at [redacted].

Sincerely,

Customer Relations Analyst

Review: I TOOK MY CAR IN FOR A TIMING BELT REPMT ON FEB 19, 2015. I WAS THEN CALLED AND TOLD THE PARTS DIDN'T COME IN AND IT WOULD BE MONDAY BEFORE THE CAR WOULD BE READY. I THEN RECEIVED A CALL ON MON STATING THAT MY BRAKES AND PADS NEEDED REPLACING AND I AGREED TO REPLACE MY BREAKS. I PICK UP THE CAR THURS EVENING, FEB 26, AND DRIVE IT DIRECTLY HOME AND SECURE IT IN MY GARAGE. THE NEXT MORNING I DRIVE A SICK FRIEND TO HILTON HEAD,TO DR.S APPT. ARRIVING IN HH MY TIRE STARTED MAKING A LOUD NOISE. ONE MECHANIC SAID IT WAS PROBABLY THE PADS AND THAT AFTER DRIVING A WHILE THEY WOULD EVEN OUT, SO I WAS LEAVING THAT SAT MORNING TO COME BACK HOME, BUT I RAN TO THE STORE FOR MY SICK FRIEND,SATURDAY MORNING JUST BEFORE LEAVING. THE TIRE WAS MAKING TERRIBLE NOISES....THE SERVICE LIGHT CAME ON SAYING THAT I HAD ENGINE TROUBLE. MY FD'S FATHER GAVE ME THE ADDRESS OF HIS MECHANIC. IT WAS ONLY 3 MIL AWAY AND I BARELY MADE IT WITH THE TIRE WOBBLING TERRIBLY. FIVE MEN WERE STANDING THERE WHEN I DROVE UP AND IMMEDIATELY SAID YOU ONLY HAVE 2 OF THE 5 LUG NUTS HOLDING YOUR FRONT DRIVER SIDE TIRE ON. THE TEAM GOT THE LUG NUTS FROM [redacted] AND CUT OFF THE SERVICE LIGHT. THE OWNER HAD ME TAKE A PICTURE OF IT BEFORE THE GUYS PULLED THE TIRE OFF. I THEN DROVE HOME ONLY TO NOTICE MY PASS DOOR WINDOW WOULD NOT COME DOWN NOR WOULD THE ELECTRIC LOCK WORK. I CALLED CAR MAX AND TOLD THE SER MGR WHAT HAD HAPPENED AND TOLD HIM MOST LIKELY THE GUYS IN HHI MOST LIKELY CROSSED A WIRE ON THE COMPUTER WHEN THEY SWITCH OFF THE SERVICE LIGHT CAUSING THE DOOR LOCK AND WINDOW TO FAIL. I TOOK MY CAR IN THAT MONDAY. I GOT A CALL ON WED SAYING THAT I NEEDED TO REPLACE THE DOOR CONTROL MODULE AT A COST OF $1,219. THE SER MGR SAID THEY WOULD ONLY REFUND MY $63 CHARGE FOR THE LUG NUTS. I TOLD HIM I WAS TAKING THIS HIGHER AND HE SAID HE WOULD HAVE HIS LEGAL DEPT CALL ME. WE COULD HAVE BEEN KILLED!!! THEN TO ADD INSULT TO INJURY TOLD ME I WAS TO PAY $1219 FOR A NEW MODULE. I HAVE NOT HEARD FROM ANYONE!!Location: NORCROSS GAMake: [redacted]Model: [redacted]Owner/Co-Ownder? Yes[redacted]

Business

Response:

April 3, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding the complaint dated March 6, 2015 regarding the Vehicle purchased from the CarMax store located in Norcross, Georgia on or about January 9, 2010. Ms. [redacted] brought the Vehicle to CarMax on or about February 19, 2015 to have the timing belt and water pump replaced. CarMax replaced both parts as requested, but also found that the front brake pads and rotors needed to be replaced. Ms. [redacted] gave CarMax authorization to make the necessary repairs and Repair Order 1694226 was completed on or about February 23, 2015.CarMax was contacted by Ms. [redacted] on or about February 28, 2015 to inform them that the Vehicle had to be taken to a third party dealership in Hilton Head, South Carolina on or about February 27, 2015 to diagnose a tire noise and check engine light concern. The dealership inspected the Vehicle and found two lug nuts missing from front driver’s tire. However, they were unable to verify the cause of the check engine light concern. The dealership replaced the two missing lug nuts for a cost of $63.84 and reset the check engine light at no cost to Ms. [redacted].Ms. [redacted] brought the Vehicle back to CarMax on or about March 6, 2015 to address the above concerns. CarMax inspected the Vehicle and did not find any current safety concerns with the tire at the time of inspection. CarMax also attempted to diagnose and repair the check engine light concern, but the issue did not present itself at the time of inspection. Therefore, CarMax as unable to diagnose the check engine light concern.Ms. [redacted] also informed CarMax during her service visit on or about March 6, 2015 that the Vehicle’s front passenger door control module needed to be replaced and was provided a quote of $1,219 to repair this component.Although CarMax was unable to verify the cause of the tire noise, CarMax sent Ms. [redacted] a reimbursement check in the amount of $63.84 as a gesture of goodwill on or about March 31, 2015. Additionally, CarMax has no prior history of ever having replaced any component related to the door control module, but offered to repair the component at no cost to Ms. [redacted] as a gesture of goodwill. Ms. [redacted] did not accept this offer.If Ms. [redacted] reconsiders CarMax’s gesture of goodwill to install the door control module, Ms. [redacted] will need to contact the Service Department at [redacted] within 30 days from the receipt of this letter to schedule an appointment.CarMax appreciates the opportunity to respond and considers the gestures of goodwill the resolution to the complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.TO DATE 4/6/15 I HAVE NOT RECEIVED ANY SORT OF CHECK FROM CAR MAX AND IT HAS BEEN OVER A MONTH AND MULTIPLE CALLS HAVE BEEN MADE TO THEM REGARDING PAYMENT.I ALSO FIND IT INTERESTING THAT CAR MAX REPORTS ONLY 2 LUGS NUTS MISSING ON MY TIRE WHEN THERE WHERE ACTUALLY 3 OF THE 5 LUG NUTS MISSING ON MY TIRE WHEN I PULLED IN TO THE DEALERSHIP. THE TIRE WAS WOBBLING AS I PULLED UP TO THE MEN WHO IMMEDIATELY SAID YOU ARE MISSING 3 LUGS NUTS THE TIRE IS ABOUT TO FALL OFF. THE OWNER ASKED ME WHO DID THE WORK AND I SAID CAR MAX. HE TOLD ME TO TAKE A PICTURE FOR PROOF AND I DID. THEN IMMEDIATELY UPON LEAVING THE DEALERSHIP MY PASSENGER DOOR WINDOW AND LOCK WOULDN'T WORK. I TOLD THE MAN AT CAR MAX ON THE PHONE THAT I ASSUMED THE MECHANIC HAD CROSSED A WIRE WHILE TURNING OFF THE ENGINE LIGHT. SO THAT TOO WAS CAR MAX RESPONSIBILITY SINCE I WOULD NOT HAVE BEEN AT THE BUSINESS HAD MY TIRE NOT NEARLY FALLEN OFF.CAR MAX CALLED AND TOLD ME I NEED TO REPLACE TO COMPUTER MODULE IN THE DOOR AND THAT IS WAS JUST A COINCIDENCE, AT A QUOTE COST OF $1,219. I WAS LIVID. I TOLD THE GIRL AT CAR MAX TO HAVE MY CAR READY, I WOULD PICK IT UP THE NEXT MORNING. AND MUCH TO MY DELIGHT THE CAR WINDOW AND LOCK ON MY PASSENGER DOOR WAS WORKING BEAUTIFULLY. AGAIN....CAR MAX WAS NEGLIGENT IN THE DIAGNOSTICS. I HAVE HAD MANY PROBLEMS WITH CAR MAX, BUT WON'T GO IN TO THE DETAILS. I WILL JUST SAY THEY POKED A HOLE IN MY CARPET AND REPLACED THE CARPET WITH ONE THAT LOOKED NOTHING LIKE MY CARPET....AND I FOUGHT TO HAVE THAT REPLACED.............ANOTHER TIME, THE TECHNICIAN JAMMED MY SKY WINDOW IN THE GROOVE AND I HAD TO TAKE IT TO CAR MAX FOR THEM TO REPAIR THAT. THEY OBVIOUSLY HAS SOME SERIOUSLY INEPT MECHANICS WORKING FOR THEM.I AM NOT HAPPY AND HAVE RECEIVED NOTHING FROM CAR MAX. WE COULD HAVE BEEN KILLED GOING TOP SPEEDS ON A 6 HOURS TRIP TO HHI. IF WE HAD BEEN KILLED THIS WOULD HAVE BEEN SO HUGE IT WOULD HAVE CLOSED CAR MAX DOWN....................BUT ..................WE DIDN'T DIE............SO THEY SAY THEY ARE GIVING ME BACK MY $63 AS A COURTESY. BALONEY!!!!!!!!!!

Regards,

Business

Response:

April 15, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:I am in receipt of the additional message dated April 10, 2015 regarding the Vehicle purchased from the CarMax store located in Norcross, Georgia on or about January 9, 2010. Ms. [redacted] mentioned in the complaint that she has yet to receive refund check [redacted] in the amount of $63.84 for the cost she paid to have the missing lug nuts replaced on the Vehicle. CarMax’s records indicate that the refund check was mailed from CarMax’s Home Office in Richmond, Virginia on or about March 31, 2015 to the requested address of [redacted].Ms. [redacted] should receive the refund check by April 20, 2015. However, CarMax encourages Ms. [redacted] to contact the Business Office at [redacted] to have the check reissued if she does not receive the check by the above date.CarMax appreciates the opportunity to respond and considers this complaint closed.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

Review: I purchased a used [redacted] with only 50K miles. I never would have imagined that I had purchased a vehicle that was in need of brakes. I took my car to a local tire shop a few months later, only to be asked if I had changed my own brakes. I said no, why do you ask. The service manager informed me that the car had Rotors that were in very bad shape and that brake pads were put on and rotors were not machined. I contacted the service manager at CarMax and also corporate office demanding that the brake issue be resolved. I was told that I would need to leave car with them and no loaner car would be provided. I am a full time student and full time worker (also single father) I do not have the income to pay for my own rental car while they have my car and I informed them of this. months went by and my brakes were worse and worse. I took my car recently back to tire shop, where they measured the rotors and found them to be 23 thousanths undersized. They further said that the mileage I had logged since owning the car did not wear the rotors down and that the rotors were likely that far undersize when I purchased the car. I paid 281.00 to replace the rotors and get new brake pads installed. I contacted the corporate office, where Vicky in customer relations informed me that Car max would not reimburse me for the cost of the brake work.Location: RiversideMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: a refund of 281.00

Business

Response:

January 14, 2016

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

[redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated December 29, 2015 regarding

the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”)

on or about March 20, 2014.

In his complaint Mr. [redacted] states concerns regarding rotors and

brake pads on the Vehicle and requests that CarMax refund him $281.00 for

repairs to address those concerns.

CarMax’s records indicate that Mr. [redacted] contacted Customer

Relations regarding his concerns on or about September 23, 2014, approximately

six months after purchasing the Vehicle. CarMax’s records indicate that the

service department spoke with Mr. [redacted] regarding setting us an appointment.

The service department also explained that Mr. [redacted] would be responsible for

those repairs, due to the duration of time since the date of purchase. Records

also state that Mr. [redacted] contacted Customer Relations on or about December 16,

2015, again requesting reimbursement for the rotors and brake pads. Customer

Relations records indicate that Mr. [redacted] was advised that CarMax would not be

participating in a refund.

Mr. [redacted] is encouraged to communicate with CarMax directly regarding

any new concerns or questions he would like addressed.

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, Customer Relations

Although our saleslady was great the business there is super shady. We just spent four hours there, was already approved for the vehicle and about to test drive only to be told a couple who chose to test drive first got priority over us. They had not even been through the financing! We were told they were going to let them have it. I had previously bought from the [redacted] location and had planned to purchase another vehicle next month from Carmax. NEVER again! I haven't ever been treated so poorly! They just lost a loyal customer.

Review: On Friday 2/14/2014 I requested [redacted], Sales Consultant at Carmax on [redacted] to transfer a car from [redacted] to their [redacted] location so I could see it at approximately 11:30 AM for a fee of $: 599 to be charged to my [redacted] At 3:00 PM of the same day I called [redacted] and said to cancel the transfer and refund my money. She said that the car had already shipped and was on it was to [redacted]. She said that it was the fastest shipping in history and because of that nothing could be done and I will lose my money. I then called the [redacted] Carmax and found that the car had not shipped and would not ship for days. I contacted [redacted] and a supervisor at the Carmax in [redacted] to inform them that they had given me false information and to refund my money. They refused.Desired Settlement: That the cancel the transfer and refund my maney.

Business

Response:

February 21, 2014

Via Electronic Mail
[redacted]
Revdex.com

Re: [redacted]
Dear [redacted]:

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

On February 14, 2014 [redacted] transferred a [redacted] (the “Vehicle”) from[redacted], [redacted], [redacted]. The transfer fee was $[redacted].00.

[redacted] stated in his complaint he asked for the transfer at 11:30 AM. At 3:00 [redacted] states he called to have the transfer cancelled and refund his money. He was told the car had already been shipped and the transfer was in progress. There would be no refund. [redacted] became upset and hung up the phone. [redacted] states he called our [redacted] store and the vehicle had not been shipped. Our information showed the store it had been shipped at 2:31 PM.

Our [redacted], [redacted] store has informed [redacted] that he will be refunded his transfer fee once the vehicle arrives in the [redacted] CarMax store.

Please contact me at [redacted] extension [redacted] with any questions you may have. Thank you for providing CarMax and opportunity to respond.

Sincerely,

Review: Bought a car from carmax 5 months ago since day one it has given is problems we took it into carmax 1 week after having it they said everything was fine. Still experiencing problems we took it back in a month later it needed a new clutch but the 30 were up for a repair so we had to pay for a new clutch. When we took the car to a shop to get it replaced they found major rust damage under the hood being summer and only having it a couple months there is no way we could get flood damage and have rusted nails and bolts. Also the mechanic noticed there was a problem with the oil. After another month problems started again we took it in to a [redacted] shop and they said the whole transmission needed replaced and rebuilt. We bought a carmax warranty hoping it would cover the cost. After carmax inspector looked at the car at [redacted] they determined they were not going to cover anything. Carmax is selling it is our fault for everything due to neglect. We could not neglect a car we barely had and have taken it in for repairs several times. They argues over selling a bad car and a flood car because it was not reported but they claim to do 100 point inspection where they check under the good if that was so they would have noticed the rust right away. Now we are stuck with a bill for $18000 for a car that we paid $26000 for. We are now out a car until we can afford to pay for these repairsLocation: Colorado Springs, colorado Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I believe carmax should pay for all the damages due to the fact that they sold us a car stating it passed inspection and we purchased a warranty that would cover this issue it needs to be covered

Business

Response:

December 21, 2015

[redacted],

Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

2011 [redacted] (the “Vehicle”),

VIN: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint dated December 10, 2015 regarding

the Vehicle purchased from the CarMax store located in Colorado Springs,

Colorado (“CarMax”) on or about July 10, 2015.

In her complaint, Mrs. [redacted] describes mechanical issues with the

Vehicle and requests that CarMax cover the cost of the repairs.

CarMax’s records indicate that Mrs. [redacted] and her relative Jesse

[redacted] have been in contact with Customer Relations and associates at the White

Marsh location regarding mechanical concerns with the Vehicle. Service records

state that CarMax requested that Mr. or Mrs. [redacted] submit repair documentation

from [redacted] for review on or about December 11, 2015. CarMax’s records indicate

the repair documents have not yet been received as requested.

CarMax encourages Mrs. [redacted] to submit the documentation from the

[redacted] repair dealership to allow the service team to continue to address her

concerns.

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, Customer Relations

Review: I purchased vehicle on 10/19/2015 paid 8000.00 down. I received a letter on 11/18/2015 stating I had no financing and they would reposes vehicle. I completed all required paperwork and approved before I left the store. I contacted business office and with no help. There agenda is to reposes vehicle have been little help. My credit score is not great but they knew that at the time of purchase.Location: 4185 N Main Gainesville Fl 32609Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like to either CarMax finance vehicle or buy back!! I purchased truck on good faith and need a vehicle or I would not have paid 8000.00 down

Business

Response:

December 14, 2015