CarMax , Inc.

Review: Purchased the [redacted] from the Fairfield Carmax February 24 2015. I was told the car had a clean history and that the 125+ point inspection (Making it a certified used car) would show the car had been in an accident. I was specific in not buying a wrecked car... November 1st I went in to carmax to get an appraisal on said car, Decent offer (not great or terrible). November 3rd I went to another dealership to get another appraisal on talk about trading in the car. The dealership (livermore toyota) ran the carfax and found it saying "accident reported 10/8/09". I took it to a body shop (cooks collision in tracy) the next morning and they found right front impact damage including missing parts, peeling paint, signs of repaint, taped together bumper absorber foam and a cracked impact bar behind the bumper... Had it inspected at carmax modesto and talked to a manager named "Francis", In both times of having the car inspected they found the clear signs of an accident in less than 10 minutes... I didn't buy a wrecked car, Had the 125+ point inspection informed me of the accident I would have not purchased car. I bought the car with a warranty and even tossed in a extended warranty for $1400 I can prove this damage was there before the car was purchased by me and that the inspection was not carried out properly or the damage was ignored by ways of having the Modesto carmax take care of a few concerns I had with the car that was not up to "CQC" standards which included a chipped headlight lens and crooked front bumper cover. Carmax has offered to replace just the bumper support, But no monetary compensation on the fact the 125+ point inspection was not carried out on my car to Carmax's standards they advertise would suggest or that I was told and shown a clean history of the car before buying it. It is possible the inspector saw of the damage and failed to report it as well.Location: 2955 Auto Mall Pkwy, Fairfield, CA 94533Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: To have the car purchased back from me for what I paid for it and what I put in to it. Totaling $32,050.73... I would be willing to entertain a reasonable negotiation. I was promised the car had not been in any sort of an accident at time of purchase, that the inspection would of noted previous repairs that clearly were not carried out thoroughly.

Business

Response:

November

30, 2015

[redacted] Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2009 [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 Modesto, CA (“CarMax”) on February 27th, 2015. In his complaint,

Mr. [redacted] requested that CarMax initiate a full refund of his purchase price

due to the Vehicle history.

After approximately 8 months since

purchase and approximately 13,977 miles added to the Vehicle, CarMax completed

an appraisal for $17,000.00 on November 1st, 2015. Mr. [redacted] subsequently

contacted CarMax Customer Relations on November 4th, 2015, after

having the Vehicle appraised at a third party location; at that time Mr. [redacted]

stated that there was an accident reported on the Carfax vehicle history report

and that the Vehicle had existing frame damage. This accident was not listed on

the AutoCheck vehicle history report that CarMax provides each customer at the

time of purchase.

CarMax then offered to complete a

full inspection of the Vehicle, with Mr. [redacted] present, to look into the

concerns of both frame and accident damage. Upon inspecting the Vehicle on

November 4th, 2015, CarMax found a cracked impact bar on the Vehicle,

which is not an indicator of frame damage. CarMax offered to have the impact

bar replaced at a shop of Mr. [redacted]’s choosing, at no cost to him. Mr. [redacted]

declined this offer and requested a full refund of the purchase price of the

Vehicle.

CarMax

guarantees that every vehicle presented for sale is free of both frame and

flood damage; however, CarMax does not guarantee that every vehicle sold is

accident-free. CarMax provides a vehicle history report on each vehicle

available for sale so that the customer is aware of all available information

prior to purchase.

If Mr. [redacted] would like to sell the

Vehicle, the appraisal offer initiated on November 1st, 2015, still

remains. CarMax will not be participating in any refund for the Vehicle as any

return time period has expired. In the event Mr. [redacted] has any further

questions, he is welcomed to contact me at 1-800-519-1511, ext. 82505.

Sincerely,

Analyst,

CarMax Customer Relations

Consumer

Response:

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

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

Regards,

They offer to fix the existing damage but offer nothing for the fact I was lied to in purchasing a wrecked car or the significant amount it has devalued since carfax is reporting the accident. I would not have bought the car if the 125+ inspection was carried out or completed properly. It would of indicated the cracked impact bar and fixed the missing pieces in the bumper and possibly even noted that it had right front end repairs.

Review: In May or June of 2014, I paid Carmax $649 to have a [redacted] transferred from[redacted] to their store in [redacted] near [redacted]. I purchased the car when it arrived on 06/28/14. Carmax automatically gives a 30-day warranty on all of its vehicles. They also claim to do a 125-point inspection and label their vehicles as “Carmax Quality Certified.” Their website says that they are picky about which cars they choose to resell vs. ones they send to auction.

As soon as I got home with my vehicle, I opened up the back door, and a chrome piece fell off. It was taped on. A few days later, I took the car to [redacted] for a pre-purchase inspection. They mechanic said that the brake, power steering, and transmission fluids were dirty; the battery had a low charge; the cabin filter was dirty; and that there was a leak in the power steering hose. I noticed that there was extensive cracking and missing chunks of rubber on the sidewalls of my front tires. I informed Carmax of all of those things plus the fact that my car was having trouble making it up hills.

Carmax checked out all of the problems I reported and ran its own diagnostics. They told me my tires were well within their standards and above[redacted]’ standards. They agreed that the power steering and brake fluids were dirty and replaced those, that the power steering hose was leaking and replaced that, that the cabin filter was dirty and replaced that, and that the transmission had a problem with its intermodal switch and sent it to a third party for it to be repaired. They said the battery tested fine and that the transmission fluid was fine, but would be replaced anyway with the rebuild. The chrome piece was replaced too. I was without my car for over a week.

When I got the car back, it was running rough. [redacted] are known for their smooth rides, and the car ran smooth, with the exception of trying to go up hills, when I bought it. I’ve previously owned two books that rode smooth. Because I didn’t think [redacted] inspection was thorough enough, I paid Auto Lemon Detectors to do a 600-point inspection. He noted that my front tires were a blowout hazard and 7 years old. The problem wasn’t just that my tires were 7 years old, it was that my tires were old and looked old. He pointed out the extensive cracking that I had already noticed. He also pointed out the damaged passenger-side, rear wheel that was sloppily spray-painted to cover the damage. That was something I also noticed. He found an oil leak where the transmission attaches to the engine. After test driving the car, he said he didn’t notice anything wrong with the transmission, but noticed that the car was vibrating while idling. He said that it might be related to the vibrations I was feeling in the floor and pedals and could be a problem with the engine mount. He also noticed that the car needed an alignment.

I returned my car back to Carmax for further repair and filed a complaint with the corporate office. I was in one of their loaner vehicles for another 2 weeks. The manager called me and said that the tires met their standards, but made it clear this time that they were only focusing on the depth of the tread. They didn’t have any kind of safety standards for cracking and missing chunks of rubber on the sidewalls. They sent my car back to the transmission shop which said that the transmission was operating as designed. They fixed the oil leak, but when I got the car back, I noticed that they did nothing about the vibration. They repainted my damaged wheel, but it still doesn’t match the other wheels. It looks tacky. They also sent my car to a third party for an alignment.

What I have since noticed is that the dashboard still shakes while the car is idling, my pedals and the floor shake a lot while I’m driving, and I can see my hands shaking on the steering wheel while driving. From the research I’ve done, these could be problems with the u-joints for the driveshaft, mount (transmission, engine, or motor), or torque converter. Since it’s my belief that the transmission shop’s sloppy work caused my oil leak, I believe it could also be their fault that my car shakes. Additionally, I have noticed so much cracking around the tread that it looks like it’s going to separate from the rest of the tire. My car is no longer under Carmax’s warranty, but I reported the vibration problem before the warranty was up. I also have a 6-month, 6,000 mile warranty on all repairs except the transmission. The transmission comes with a 12-month, 12,000 mile warranty.

This is the newest, most expensive, and lowest mileage used car I have ever bought. This is also the worst used car buying experience I have ever had. My previous used cars were bought from private owners and mom and pop, “buy here, pay here” places. I would expect that a car from a nationwide dealership that prides itself on “quality” would sell me a vehicle that’s in better shape than the cheaper ones I got at mom and pop dealerships. The first month after purchasing my vehicle, I drove their run-down loaner vehicle more than I drove my own.Desired Settlement: I want Carmax to replace the two front tires because they are a safety hazard. I also want them to resolve whatever issue is causing my car to shake. They should replace the damaged wheel too. Painting over it is just trashy. The right thing to do, in addition to fixing those things, would be to give me a partial refund because the car is obviously not worth as much as they thought it was.

Business

Response:

I did maintenance in Carmax Irvine in 07/09/2015. When I was there to pickup my car, the service guy said she cannot open the door, I have to leave my car 1 more week so they could fix for me. then I got call saying they want to go to dealer becuz if they went there, [redacted] would charge them more. but when I wanted to fix my car in dealership and got an estimate. the service manager told me that was an incident. They refused to pay for that broken door they were responsible for.

Service manager is [redacted]. Terrible terrible jerk. She wanted me to take my car away and she would never say they were responsible for the damage

Review: Carmax used a verbal phone call for sales to obtain my credit information. they asked for my information. it was not just given to them. they did not verify that information was coming from me. the application was suppose to be a joint application with my husband. In today's fraud environment, I would think that Carmax would verify all parties of the application before running credit inquiries or not even agree to take this kind of information over the phone. I have spoken with two sale managers ([redacted]) at the Jacksonville store about my concern. over the past 3 weeks, I have advised that their company's policy is to verify all parties information with individual the information belongs to and all phone application are recorded. I was told by the managers that they will view the tapes and get back with me. this has not happen yet. No one should be recording phone conversations, which all parties agreeing to be recorded.Location: [redacted]Make: Model: Owner/Co-Ownder? Desired Settlement: I would like letter of apology and the removal of this inquiry from my credit file. I would like letter stating that they have done this.

Business

Response:

March 13,

2012

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

you for sharing [redacted]’s complaint with us and providing us the opportunity

to respond. It is our understanding that

Ms. [redacted] is unhappy with our security protocols, particularly, relating to

accepting credit applications over the phone.

We are sorry that Ms. [redacted] feels that way. We have long recognized the significant business

and consumer impacts associated with identity theft. As a result, we have developed over time

effective policies and procedures designed to detect, prevent, and mitigate

identity theft.

Our

records reflect that Ms. [redacted] and her husband called our Jacksonville, Florida

location to inquire about financing the purchase of a [redacted]. They both agreed to submit a credit

application over the phone. Our credit

application process requires customers to provide a substantial amount of

personal information so that we can ensure that the credit report we obtain

belongs to the credit applicant. Any

inconsistency detected between the credit application information and the

credit report obtained would require additional substantiating documentations. For example, documents to prove residence,

income, or employment. As a matter of

fact, Ms. [redacted]’s application was decline because there was a social security number

variance that was not resolved. Also

worth noting, before a vehicle is sold, the credit applicant is required to visit

the store in person and provide a photo-identification. Each store has tools in place to verify the

authenticity of any photo-identification provided.

Based

on the above facts, it is our position that Ms. [redacted]’s complaint has no

merit. Therefore, we cannot provide her

with the relief that she seeks. Thank

you again for bringing this complaint to our attention and for the opportunity

to provide this explanation. If you have

any questions or concerns, please contact me at [redacted], extension [redacted].

Sincerely,

CarMax

CC: [redacted]

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 benot true. I had never talked to anybody at CarMax dealership. I did not talk to anybody on the telephone about an application. Never requested an application to be submitted at all. Her factual information is not totally correct. Did talk with her on yesterday she promised to review everything based on my conversation with her and get back with me today

Review: Went to Carmax to test drive and buy a car that was listed on the website as available. Then went to test drive the car. I wanted to buy it. The sales rep Keith wanted to sell it to me but someone at CarMax made a mistake and had put it on hold for three days and did not take it off the website nor placed a hold tag on the car in the lot. I wasted three hours of my time and was quite angry. I had my wife with me and she also wanted to buy a car as well but Carmax was not willing to make up for their mistake. I was quite angry with management and argued with them for days. They did agree to do another search and when I came too look at the other car it had mechanical problems and I had to wait. In the meantime my wife found a car she feel in love with and wanted to purchase the car. It also had mechanical problems with it and they sent it to Lexus and agreed to keep us up to date. My wife went out and secured her own loan to buy the car on her own separate from me. During this time Carmax did not keep her informed of the progress so I called and I let them know I was not happy with the service nor the attitude [redacted] (sales Manger) was using towards me. I was not the nicest person, but I had a right to be dissatisfied. They stopped returning calls and then they finally told me they decided they would not do business with me and sent me to corporate. I called corporate and they told me the same thing but they did not give me a reason or allow me to hear my side I told corporate I apologized for my behavior but I was not treated fairly. I asked if it was just me they would not deal with and he said yes ([redacted] at corporate) I said OK well my wife wants to buy the Lexus on her own and he stuttered and said well I think I includes her as well. I told him she had nothing to do with my conversations and she was doing this on her own with her own loan and own income, her loan was already approved and sent over. Now we cannot get a straight story from CarMax and the car isLocation: Make: Model: Owner/Co-Ownder? Desired Settlement: To allow my wife to purchase the vehicle without my involvement. I was going to buy a mercedes on my own and she wanted the lexus. Corp tells us that the cincinnati location is telling them they do not want to deal with my wife even though she had zero involvement with my transaction. The cincinnati office is saying they will sell her the car but they have to wait on corporate. So someone is lying.

Business

Response:

September 23, 2015

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: [redacted]

Complaint ID: [redacted]

Dear Ms. [redacted]:

Thank you for forwarding the complaint from Mr. [redacted] dated September

11, 2015 regarding his interest in his wife purchasing a vehicle from the

CarMax store located in Cincinnati, Ohio (“CarMax”).

CarMax maintains the right to determine with whom we will conduct

business and has elected to not do business with Mr. [redacted]. CarMax’s records indicate a member of the

Customer Relations team spoke with Mr. [redacted] on or about September 11,

2015 to share that this decision does not include his wife, and that she would

be able to purchase a vehicle from CarMax without his involvement. CarMax’s records also indicate that Mr.

[redacted]’s wife proceeded to purchase a vehicle from CarMax’s [redacted] location on or about September 12, 2015.

CarMax appreciates the opportunity to respond to this complaint.

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

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.

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

Regards,

Review: I purchased this car August 2014. The car seemed to be in great mechanical and body shape. In December I was involved in an accident that did minor damage to the passenger side front panel by tire. In order to fix the panel the body shop had to remove the bumper, which had not been damaged, from the car. The technician noticed some bubbling in the paint on the side of the bumper and that the parts were misaligned on that side. Upon further disassembling of the bumper it was found that the bumper had been screwed, glued and rigged back onto the car to conceal obvious damage and repair cosmetically without a new bumper being used. I sent a letter to CARMAX headquarters along with photos of the shoddy work. Because I now had to pay $500 for a bumper and be without a car for an additional week to replace and repair a part that was not damaged or covered by insurance for this accident. I was told today by [redacted] from CARMAX that they did not repair the bumper and their 125 point quality inspection was passed on this vehicle. I find it hard to believe that a "quality" inspection that would include a expert body technician looking at the bofy would have overlooked this obvious damage. She stated the the auto body shopo I used would say anything to get my money. I believe that CARMAX is doing exactly what she is accusing the auto body shop of doing. They do not wnat to accept resposibility for sellign cars that are less than what they claim.Location: San Antonio TXMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I want a reimbursement for the $500 I had to pay for a new bumper and another $350 for being without an auto for 7 days longer in addition to $500 for the hassle fo dealing with this issue. I want CARMAX to stop passing off used vehicles as being in top of the line condition when this is a lie. I am also considering suing CARMAX in civil or small claims court.

Business

Response:

March 11, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MS. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint [redacted] received in

your office from Ms. [redacted] regarding the [redacted], [redacted] (the “Vehicle”) that was purchased on or about August 23, 2014 from the CarMax

store located in San Antonio, Texas (“CarMax”).

In this complaint, Ms. [redacted], is requesting a reimbursement totaling

$1,350.00.

According to our records, CarMax received a letter and

pictures from Ms. [redacted] on or about February 12, 2015. Ms. [redacted] requested reimbursement for

repairs that were completed by a third party body shop. CarMax was unaware of any concerns with the

Vehicle, and did not have an opportunity to evaluate the Vehicle before the

body shop work was completed. CarMax reviewed

the letter, photographs, and documentation from the Vehicle’s Certified Quality

Inspection. CarMax determined that the

Vehicle met our quality standards prior to sale, and neither the safety nor

performance of the Vehicle was affected by the body work that was discovered. Upon completion of the review, CarMax advised

Ms. [redacted] of our decision not to reimburse her.

CarMax’s decision to decline the settlement request as set

forth in the complaint has not changed.

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

Review: First of all I purchased this car over the phone and finished the transaction after business hours and left the car max in Buena Park around 2 Am I was told by car max sales man to check car in the morning and if I found anything wrong with the car to go ahead and get it serviced at a car max near my home.I took car two days later to get serviced concerns were vehicle shaking, passage windows squeaking, passage side floor has hole,transmission condition, check strting/engine. All these issue's were not fixed when addressed at time that vehicle was within warranty. Now due to same engine issues not fixed car has completely stopped and does not run.Also when I took car to get serviced I tried to purchase extended warranty and was not given the option to purchase it because I was told I had to purchase it same day vehicle was purchased.Desired Settlement: I would like for my vehicle to get repaired, be able to exchange it as I was offered by car max and have the option to purchase extended warranty as soon as possible thank you.

Business

Response:

30 June 2014

Review: I originally purchased my vehicle from the Carmax located at [redacted] on March 1,2014. I went into the located on March 8, 2014 an spoke with my sale person [redacted] regarding not being able to activate the 3 month trial for the [redacted] and not receiving the paperwork for my extended warranty. I was told to contact [redacted] regarding the trial and he would look into the extend warranty and get back with me. I came into the store again on 3/22/14 spoke with [redacted] the Sales Manager about my extended warranty, was told I did not have it and he could not honor it if I did not purchase it 3/1/14. I explained to [redacted], that I would never purchase a vehicle without an extended warranty and that the sales person was trying to sell me [redacted] coverage which I told him I did not want. [redacted] stated that he would need to contact his General Manager and explain the situation to try an accommodate me and have it added and he would call me no later than 3/24/14, called [redacted] several times after not hearing from him on 3/24/14 leaving several voice mails and he never returned my call. I came in again to address the same issue on 5/13/14, spoke with [redacted] the location manager to no avail she said there was nothing she could do at this point to honor the extended warranty I though I had since it had been more than 30 days. Explained to her I have been coming in for the last two months and nothing has been done. Additionally, showed her what was stated in their contract, "A Service Contract is available at an extra charge on this vehicle. Ask for details as to coverage, deductible, price and exclusions. If you buy a Service Contract within 90 days of the time of sale, state law "implied warranties" may give you additional rights". I was told they did not have to honor this even though it is stated in their contract. Since my sales person did not add the requested extended warranty at the time I purchased, Carmax is not wanting to honor the 90 day time frame as stated in the contract and keep giving me the run around instead of a resolution.Desired Settlement: I would like for Carmax to honor what is stated in the contract and add the extended warranty which I thought I was purchasing only to find out it was not added.

Business

Response:

June 27, 2014

Review: Passenger side mirror fell off within one week of purchase too car in for repair first time on 11/07/14. Made and appointment to get it repaired. Took car into Carmax in Davie, Fl. twice. The first time they just glued it back, it promptly fell off again. Took car back a second time after they had ordered parts, but the correct parts weren't ordered. Asked to have new parts sent to the Doral, FL Carmax because it was closer to our home and was told it was no big deal. Waited 3 weeks, heard nothing. Started calling again in January and was told the part had been in Davie, Fl for 3 weeks. Called three weeks in a row and was told each time that someone would call me that day. Never heard anything. Finally had to talk to a manger to get it sent to Doral. Apparently it is unheard of to have parts sent to a different location. Took car to Doral location and they couldn't repair it either and needed additional parts after having broken the mirror. Told me that the entire inner part of the mirror housing needed to be replaced. Didn't hear from them for a week. Called and was lied to about the part being ordered. Asked people in Doral to allow me to take the car to a Volkswagen dealership to get it repaired and was told I would have to get permission from the Davie store, pay for the repair out of my pocket and wait about a month for the reimbursement. It had already been three months. Took car into Volkswagen dealership and they fixed it in one hour, replacing only the mirror.Location: [redacted]Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Reimbursement of $176.99 ($93.72 for the mirror Carmax broke) and labor.

Reimbursement of $2000.00 paid for extended warranty when car was purchased. I have no confidence that they are able to repair the car or get it done in a reasonable period of time. I also would like to avoid all the lies, need for repeated phone calls and un-returned promised phone calls.

Business

Response:

March 27, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: MS. [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint 10541122 received in

your office from Ms. Valoree [redacted] regarding the 2012 Volkswagen Beetle, 3VWJP7AT3CM640736 (the “Vehicle”) that was

purchased on or about October 25, 2014 from the CarMax store located in Davie,

Florida (“CarMax”). In this complaint, Ms.

[redacted] is requesting reimbursement in the amount of $176.99 for the mirror

replacement and $2,000.00 for the Extended Service Plan (“MaxCare”).

CarMax is offering to reimburse Ms. [redacted] for the mirror

replacement and apologizes for the inconvenience and frustration Ms. [redacted]

experienced. CarMax requests Ms. [redacted]

fax the repair invoice to [redacted] to the attention of [redacted],

Operations Manager for processing of the reimbursement. The MaxCare coverage can be used at any ASE

Certified shop of Ms. [redacted]’s choosing, but if she wishes, Ms. [redacted] can

return the MaxCare for a prorated refund amount based on the Vehicle’s mileage

and time owned. To complete this

transaction, Ms. [redacted] should contact CarMax at [redacted] extension

[redacted]. With this offer, CarMax considers the

settlement request resolved 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:

[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 contacted the business office of the CarMax in Davie, Fl and was informed that the refund for Maxcare would be $1900.00 which I find acceptable. I will also fax the repair invoice to the person listed at the fax number listed. 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 or the refund for the MaxCare comes in lower than $1900.00 I can get back to you at: [redacted].

Regards,

Review: I bought the car and it wasent smoged I waited at the [redacted] for 3 hours and they told me the dealer never got the smog. So I called carmax and they told me I can get the smog myself and they will reimburse me or I can take it to them and they will do it.. the dealer is 45 minutes away from my house. So I got it smogged myself and they sent me a check in the mail a couple weeks later after I went all they way back to the dealer to show proof on how much I paid. Very bad car service. I also took my car for transmission problems they looked at me if I was imagining things and they sent it to the dealer and they also said they couldent find anything wrong but my car does change gears very hard and rough. I wonder if they really do that point inspection.Desired Settlement: Make sure smogs are done right.

Business

Response:

July 8, 2014

Review: Hello this is [redacted] filling complaint against Carmax Service Center in [redacted] CA on [redacted] for not honoring warranty and putting false claims on car review to avoid fixing issues that was reported on test drive when car was purchased 8-3-14. My issue first started with purchase of [redacted] in June 2014 that had many issues and major electrical problems that leaded to my return of the vehicle and approved refund to purchase back from me due to constant delays and issues plus cost to fix my original [redacted] purchased from carmax. Manager agreed after my asking that I can return [redacted] for another model they had at another store. It was past 30days I believe so only was to switch out cars was carmax to pay my current loan off through NFCU and I would reapply for another 40k loan for other [redacted]. I was told due to all issues with original car purchased and delays and wait time I could get [redacted] for same price. Turns out that was 1st lie from carmax. After long debate with manager [redacted] I had to pay additional 645 for difference in price of 2nd vehicle which rubbed me wrong way but I wanted car so I agreed. Went on ride test and car had noise from shifter area and other defects I reported. All issues were told to sales agent and reported to service center. I brought car to get serviced and the mechanic claims they do not hear any noise and it's somewhat normal but other issues I reported will get handled under warranty. They used noise I heard as broken console so they replaced it. Noise was still there and car drove a lil weird when you hit gas pedal. I brought car in again for 2 nd review of noise plus report more issues. The weather stripping still was not fixed and my seat heater was broke now and the noise was still present. This time they had master mechanics road test which he can't deny noise so they said its bushing and that would fix. I get car back after they have had my cars for weeks and noise still present. I'm sca[redacted] to advise service center at this point die to them not being so friendly now because it's recurring issue. I report noise again and bring in and demand they take to dealership this time since weather stripping is still coming off and noise still is present. Now were in November. Manager [redacted] which I was to report is very rude. Denies any issue I report unless physically seen by him or his master tech. He hung up on me after they tried to have me agree to possible $1700 fee to have [redacted] dealership determine where noise is coming from and now they blame it on my clutch stating that is not cove[redacted] under warranty. This isue was reported from day 1 so noise coming from shifter is now being blamed on possible clutch and they refuse to assist. I want all records pulled for this vehicle to determine if this car is a Lemon or needed this part replaced prior to being sold with guaranteed "rigorous carmax 125 point inspection" but things listed on paper have failed to pass my inspection on test drive. The car is great but the noise heard from me and reported needs to be addressed. They lied on paper saying they could not hear noise so they can refuse to fix issue. I trusted carmax and they seem to want to not help and they refuse to understand issue at this point since I've been constant visitor at their service center. I reported original issue to their General Manager and he agreed to refund me 50% back what I paid out of pocket due to all issue I had with second vehicle so he seems like he understand and agreed this is not right. This new issue I'm reporting is after we originally thought roof and noise was officially fixed. Today is 12-16-14. I was told on 11-24-14 at 2pm by [redacted] I had until 7pm to return a loaner they made me fight for while they fix original issues reported in August or they will charge me per [redacted] the rude manager that hung up on me because I would not agree to possible 1700 charge if the dealership breaks my car down and finds clutch is bad. My car is still not fixed and were almost into 2015. I do not want to call Carmax service center again due to manager [redacted] gives orders not to assist me or grand any loaner while they try to fix issues. I need resolution to my weather stripping and the knocking/rattling noise coming from shifter ASAPDesired Settlement: I need resolution to my weather stripping and the knocking/rattling noise coming from shifter ASAP

Business

Response:

December 30, 2014

Review: I purchased a [redacted] from the dealership on Oct 2, 2013 that had to be transferred from [redacted]. The vehicle was labeled as a Carmax Quality Certified vehicle and according to their website, "they RENEW each car by undergoing a rigorous 125+ point inspection including: engine and transmission, plus cooling and fuel systems, brakes, suspension, steering, and drive axles, lighting, electrical, and A/C symptoms, body and interior, plus all instrument and controls" and further states "It then takes 12 hours, on average, to recondition a Carmax car." When I arrived at the dealership (already had an approved loan through their system and another one through a company called [redacted]), I expected to take the car for a short test drive (which I did) and then get back to the dealership to finish up the paperwork & be out of there within an hour. The approval I had from [redacted] (which is a Santander Consumer USA company) was going to net me a refund of $600+ so I was relatively excited about that. When I spoke to the [redacted] underwriter, I was very specific of where my income originated from and was told to bring in my verification of monthly income from my LTD provider as well as 3 months bank statements & that would satisfy their verification of income requirements plus they had approved me to finance more money than what Carmax was able to obtain through Drive Financial which is also a [redacted]. After speaking to a supervisor with [redacted] and getting no where; the [redacted] had to pull some "strings" to get my original loan amount through Drive re-approved which in turn I had to come up with $1,900 which I reluctantly agreed to do since I had already paid to have the car transferred and was told now that fee was no longer refundable (even though the [redacted] & I had a lengthy discussion regarding a similar situation that had happened to me the last time I had a vehicle transferred from one location to another). After the test drive, I pointed out some minor issues I had asked the sales associate to be remedied one of which were small scratches all over the car. She said that those would come out whenever the detail team prepped the car for delivery & the other issue she would have to get approval on through management. After spending 6 hours at the dealership in what should have only taken an hour/hour and a half tops, I was told they wouldn't "repair" a plastic piece on the front of the car that was damaged and then when the car came back from detail, the scratches were still there. I then asked to speak to the [redacted] who came out and treated me like I was buying from some [redacted] lot. I left very dissatisfied with the level of customer service management at that location provided (and I've bought and sold MANY vehicles through Carmax in several states and never have been treated in the manner in which I was being treated there. I took the car to a [redacted] store to get a complete inspection performed on the car since the level of service I had received, should any issues come up, then I was going to return the car and cancel the deal. [redacted] found a license plate bulb was burnt out which cost me $20 to replace. I also then took the car to have an exterior detail done to see if the scratches would come out and sure enough they did (after I had to spend another $120 to have it detailed). I contacted Corporate Customer Relations to see if they could assist with my situation. I spoke to a [redacted] in that dept and she was going to make a report of my dissatisfaction in which she apologized and was taking my complaint to Senior Management team. So in addition to having a very bad experience, the next time I called her to get an update, I also asked if Carmax would reimburse me for spending another $140 on items that should have been taken care of, I was told that Carmax would not reimburse me for what should've already been done at time of delivery.Desired Settlement: I want a refund sent to me in the amount of $140 to be satisfied.

Business

Response:

November 15, 2013

Via Electronic Mail

Dear [redacted]

I am writing in response to your letter which forwarded the complaint of [redacted]. On October 7, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), which he purchased from the CarMax of [redacted]. The Vehicle came with a 5 day Return Policy (“Return Policy”) and CarMax’s 30-day limited Warranty (“the Limited Warranty”). In his complaint, [redacted] requests the reimbursement of $140.00 for the replacement of a bulb and exterior detailing performed at another facility.

[redacted], the Location [redacted] spoke to [redacted] at the time of the purchase about the scuffed air dam on the bottom front of the Vehicle. [redacted] let [redacted] know that CarMax was declining to repair the air dam because it met CarMax’s standards.

[redacted] did not reach out to CarMax to have them address the bulb under the Limited Warranty. [redacted] was not happy with the scratches on the exterior of the Vehicle and chose to have the Vehicle detailed for [redacted]. CarMax appreciates the opportunity to respond to this complaint. CarMax is declining [redacted] request for reimbursement.

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

Sincerely,

Review: Om September 14, 2010, I purchased a [redacted] from CarMax in Houston Texas, locates at [redacted], Houston, TX [redacted]. (Please refer to order no. [redacted]). The purchase price was $[redacted]. One of the reasons that I purchased my vehicle from CarMax is because they claim that they perform a 125 point inspection on each vehicle they offer for sale and provide a clean [redacted] vehicle history report on the same. (please refer to their website [redacted]) On June 20, 2013, I visited CarMax (same location) and inquired about purchasing a [redacted]. At that time, they performed an appraisal on my [redacted] (same vehicle they sold me) and offered me a $[redacted] dollars for it. (please refer to appraisal no. [redacted]) I was a little shocked as the average wholesale value for my vehicle through [redacted] (Dealer only auction company) was $[redacted] dollars at that time. It is important to understand that said value is what automobile wholesalers would pay for said vehicle if purchasing though an auction that only licensed dealers can buy and sell through. This is the most accurate source of information on what a true average wholesale value is for a vehicle. It is also important to consider that the [redacted] and [redacted] values were higher. When I asked the appraiser / salesman why they were offering so little for my car, he indicated that even though my car was in excellent condition and only had about 10,000 more miles on it then when I bought it, that $[redacted] was what their computer said it was worth. Not happy with their offer, I decided to take my business elsewhere. Later that month, I decided to purchase a new [redacted]. When the [redacted] appraised my vehicle, they also offered me $[redacted] dollars for it. When I asked them why, they explained to me that my car had been involved in an accident in August of 2010 and due to its negative [redacted] report, it was significantly harder to sell and therefore less valuable. At that time, they provided me with a new [redacted] report that indicated that my [redacted] had in fact been involved in an accident prior to my purchasing it from CarMax. When I asked them what they would of paid for the vehicle had it not been involved in an accident, they dealer informed me that it would be worth $[redacted] dollars to them. Additionally, the dealer went over the car with me and showed me visual indications, (paint tape lines) that even without the [redacted] report would indicate the vehicle had been in an accident. It is important to consider that most consumers would not look for tape lines that indicate a vehicle had been painted after body work performed, but trained automobile inspectors would definitely reveal it. I later called my salesman that performed the appraisal of my vehicle on June 20th, 2013 and asked him if during his appraisal, did he perform a [redacted] check on my vehicle. He indicated that yes he did so as it is the policy of CarMax to do so prior to making an offer. I then asked him why he did not mention to me about the report indicating my car had been in an accident. He then informed me that because they had previously sold me the car that he felt I would be mad and would not buy the [redacted] he was trying to sell me. Though the [redacted] report may of been clear of any accidents when they sold me the car, any competent 125 point inspection would of revealed that the car had been in an accident. I understand that because the car had been in an accident in August of 2010, [redacted] may of been unaware that the vehicle was in an accident. What I am really upset about is that CarMax knew at the time of appraising my vehicle in June of this year that they had sold me a car that had been in an accident, in other words, they screwed up, yet did not alert me to that fact nor did they try to make it right by offering me a fair value for it on trade in.Desired Settlement: 2,500 dollars. The difference between the fair wholesale value of my vehicle had it been sold as advertised - free of any prior accidents. and what the vehicle was worth with prior accident history.

Business

Response:

October 7, 2013

Review: [redacted] is showing a [redacted] Stock #[redacted] for $1.00 and right beside it is says "No-haggle price $1* Processing Fee ............................. $0" And can be transferred to [redacted] for $449.00

When Ive called three times now, two people cant seem how to sale the car and the last guy I spoke with said he would not transfer the car! I figured since ive called and complained about said car they will change price. I have a scree shot of the page with the amount in question.Desired Settlement: I want the car at advertised price as shown on website

Business

Response:

December 30, 2014

Review: I was referred to CarMax by a good friend whom had bought 2 vehicles from CarMax. I went there in October 2014, purchased a white 2014 Dodge charger but they sold this one before I completed the paper work. I settle for a [redacted] drove for 2 weeks had to take to there service department was given a rental, the engine was bad. I was then given a [redacted] in January 2015 after putting more money down. It also had to go to there service department they kept this car for approximately 2months I got it back in March 2015. Well my son and I was coming home June 2, 2015 and the cars dashboard windshield wipers everything went crazy and the power steering locked I hit a tree almost killing me and my 4 year old son [redacted], he was crying uncontrollable. I call my parents to pick us up. I went into CarMax spoke with [redacted] head of the service department he was excellent said that CarMax would put me and my family in another car that was safe and reliable, very apologetic, he also stated I would get my towing and rental fees returned. I also spoke with [redacted] in the Manager of sale and he made me feel as if all the car problems was cause by me. I left disappointed and deflated and having a very negative feeling about CarMax. Please replace with a safe car I can trust.[redacted]

[redacted]Desired Settlement: As one of there employees ([redacted]) stated I just want CarMax to replace this ([redacted]) vehicle with one that my family and I can rely, trust and feel safe while traveling back and forth to location and vacations. Please take the car through all the necessary steps of repair and safety.

And I would also like an apology from Mr. [redacted] the sales Manager for not even being sympathetic to the dangers my family was susceptible to during this crises.

Business

Response:

June 24, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Thank you for forwarding the complaint [redacted] received in

your office from Mr. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about January 4, 2015 from the CarMax

store located in [redacted] (“CarMax”). In this complaint, Mr. [redacted] is

requesting an exchange of the Vehicle and an apology.

Since purchase, Mr. [redacted] has previously requested

service on the Vehicle twice from CarMax.

On or about January 5, 2015 the Vehicle was seen for a check engine

light and since it was still covered under manufacturer power train warranty,

the Vehicle was sent to [redacted] for the repairs. CarMax replaced a fuse in the cigarette

lighter and removed aftermarket radio cables on or about January 20, 2015.

On or about June 4, 2015, Mr. [redacted] presented the

Vehicle to CarMax with concerns of the engine stumbling, hesitating or dying on

him as well as concerns with performance of the electrical components. The diagnosis was that the alternator had an

internal failure and the battery was serviced and the alternator was

replaced. The mechanical repairs were

covered under Mr. [redacted] MaxCare coverage and CarMax waived the deductible

as a gesture of goodwill.

CarMax is sorry to hear Mr. [redacted] and his son were

involved in an accident and recommends he file a claim through his Auto

Insurance Company for any damage. Since

purchase, the Vehicle has been driven approximately 16,300 miles. CarMax would be happy to extend an appraisal

for the Vehicle should Mr. [redacted] wish to sell.

CarMax is declining the settlement request as set forth in

the complaint and appreciates the opportunity to respond to this

complaint.

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

have any questions.

Sincerely,

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,

I was given two choices 1. Take the original car back and be happy. or 2. CarMax keep the car and appraise it for the value now and I pay the difference. As if the car having problems was my fault clearly the car was malfunction I will put CarMax on [redacted] and Instagram letting customers no how they take advantage of customers and prey on there need. And I have been stuck with a car rental bill.

Review: Business reported incorrect/negative information regarding Acct# [redacted] on all three credit bureaus --[redacted]. I want the negative information deleted.Desired Settlement: Delete the Negative information from my Credit report.

Business

Response:

November 7, 2013

RE: Consumer Complaint of [redacted]

Retail Installment Contract Dated [redacted]

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

Account No. [redacted]

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by [redacted]. [redacted] claims that we are reporting inaccurate information regarding our tradeline on his credit file and requests that we correct the inaccuracy. A review of our records show that [redacted] dispute is based on the fact that he does not believe that he should still owe a balance after the processing of his Guaranteed Asset Protection (GAP) claim. Please find our response below.

First and foremost, please know that the information we are furnishing to the credit reporting agencies is accurate. Our records show that the Vehicle was involved in an accident on March 8, 2012. We received the insurance check from [redacted] insurance carrier on July 31, 2012. The insurance check was applied to [redacted] account, effective the date of the accident, leaving a balance of[redacted]. Following receipt of the insurance check, [redacted] GAP claim was also processed resulting in a GAP payment [redacted], which was also posted effective the date of the accident. Unfortunately, this GAP payment was insufficient to pay-off the remaining balance owed. Accordingly, the remaining balance of $[redacted] was charged-off and reflected as such on [redacted] credit file.

It appears, however, that [redacted] insurance carrier omitted the [redacted], Navigation System, and Power Sunroof in their valuation of the Vehicle. As a result, the amount of the insurance check was short by $[redacted]. Had this omission not occurred, [redacted] account balance would have only been $221.49. An explanation was provided by [redacted] to [redacted]. Please [redacted] from [redacted] dated September 12, 2012. After the GAP payment on September 24, 2012, we made several attempts to contact [redacted] by phone to advise him of the remaining balance owed. [redacted] did not respond to our calls until August 16, 2013. [redacted] wanted to understand why his account was not paid-off and requested that we delete the charge-off information from his credit file. We advised [redacted] that the information we are reporting is accurate and that he should contact the GAP provider, [redacted]) regarding the processing of his GAP claim.

Be that as it may, it is our opinion that the enclosed letter was not very clear on the impact of the omission by [redacted] insurance carrier and equally unclear as to what remedial steps were available to him. We also think that during the August 16, 2013 call, we should have seized the opportunity to further explain the content of the enclosed letter to [redacted] and also encouraged him to contact his insurance carrier to request that they reconsider their initial adjustment of his claim. Given the fact that we did not deliver the level of customer service that we demand from ourselves and the amount of time that has passed since the adjustment of [redacted] claim, we have decided to waive the remaining balance on his account. Additionally, we will delete any derogatory information that we furnished to the credit reporting agencies following the date of the accident.

Review: From the beginning there were problems with this location's service department, if there were a closer alternative I would use it. When I purchased the car I was shown the [redacted] history report and it read that the vehicle had not been in any accidents. Upon recently attempting to trade the vehicle in I found that the vehicle had (in fact) been in an accident. I am not sure which vehicle the original [redacted] reviewed since I was not provided with a copy of the report (as advertised). The very first day I discovered that the car's radio did not work, nor did the interior lights that indicated whether the heated seats were on. I called to schedule this to be repaired and was told that it would be three weeks before it could be taken care of. No one in the service department cared that I would be riding without any form of music the entire time. It took a call to my sales person for the service department to decide to accommodate me. Within 30 days of the purchase of the car I discovered when it rained my vehicle made a funny noise, emitted a strange smell, and slowed down when I hit a puddle. I reported this, but when I brought it in, the service department could find the source of the problem. It continues to do this and when I called again to have them examine it I was told that unless it was raining when I brought the car in there was nothing that could be done to assist me. Furthermore, I would be required to now pay a $[redacted] fee per problem, plus a $[redacted] deductible if the problem was found. When I explained that I had originally reported the problem when I was inside of my 30 day warrantee and didn't feel I should have to pay for the oversight of the technicians the receptionist asked "well what do you want me to do?" Then she went on to ask "do you want to bring it in or not?" I am highly dissatisfied with this whole experience, especially since it seems to take me going to a higher authority before the service department with accommodate me. I have had a few other issues with obtaining a rental vehicle when my car is being repaired, for which I have had to call upper management each time to receive assistance. It is clear the service department is not intent on servicing the customers.Desired Settlement: I would like the service department to repair my vehicle in accordance with the advertised guarantee.

Business

Response:

October 4, 2013

Review: I was at Carmax on 3/1/14 looking for a truck, I particularly needed 4wd and specified that to the sales representative, [redacted], we found a [redacted]. The window detail sheet on the truck listed it as 4WD, it had all the appropiate decals for 4WD including the silver decal on the tailgate. On my phone I checked the book value on the truck and it was 23,000$. The truck was listed for 21,000$ I purchased the truck from CarMax on 3/1/14 under the impression it was 4WD. After I had the truck for a few weeks I took it to a local [redacted] delaership to have it checked for recalls. There were a couple recalls needed, then the service manager [redacted] asked me if I bought it as a 4WD truck. I replied yes, he told me it was not, it was a 2WD truck. And that it had no axels, or transfer case for 4WD. I thanked him for his time, and proceeded to review my paperwork at home on the purchase of my truck. There was no listing anywhere of it being either a 2 or 4WD truck. Only the window detail sheet had it listed as 4WD. I then went through the [redacted] on the vehicle CarMax provided me with at the time of purchase when I had asked for a [redacted]. they provided me with a [redacted] instead, the salesman [redacted] claiming "this is better then [redacted]" It did NOT list the truck as either 2 or 4 wheel drive. Next I went online and purchased a 25$ [redacted] report and on the front page it listed the truck as 2WD. I proceeded to call the Carmax dealer I purchased the truck from, briefly explained the situation to them and they said to bring the truck in to the dealer to have it looked at.

The following week I drove the truck to the dealership and presented my case to them. They claimed since it was a saturday they could not do anything, and would contact me the following Monday or Tuesday.

They followed up with me a few days later, and provided only 2 options. Either I keep the truck or they will buy it back from me for the price I paid, and I would have to pay the sales tax, and documentary fees out of pocket totaling about 3000$ for their mistake.Desired Settlement: A check for the difference on the value of the truck of 2WD vs 4WD, which is about 2,800$. Plus 25$ for my [redacted] report I paid for myself.

Business

Response:

June 26, 2014

Review: Problems are too many to list. Basically I purchased a vehicle around the end of July early August. Had less than three weeks had in for service several times, bad transmission, console lighting issue that they could not resolve. Had 2 loaner vehicles that nearly caused serious bodily injury due to mechanical problems with both. So 3 vehicles in a few week period that nearly caused serious injury. Called [redacted] at dealership and have called corporate more than 20x. Customer relations does nothing to correct problems and refuse to let me speak to anyone higher up to resolve issues. Returned vehicle and purchased one $3000 more. Had 1 1/2 days back in service...vehicle came to a dead stop at 45mph nearly putting me through windshield and causing a serious accident. Had another loaner for several days..original problem still not resolved and have to bring in again this Tuesday. Will not have vehicle for several days as Carmax did not sell the vehicle with a new key so admin settings are on vehicle that prohibit me from going past a certain speed..something they should be fully aware of so they have to take it to a [redacted] dealership. Vehicle shakes at higher speeds which should have been resolved at last repair. Now AC went out so have to bring in again tonight for another loaner vehicle. They also did not pay off the entire balance of the old loan which had I not called the finance company regarding my new loan would have affected MY credit. I called dealership to have [redacted] call me and never bothered to call me back. I am paying for a vehicle that I have not driven for more than a week since middle of August. Customer Relations refuses to escalate the issues to senior members at corporate office all they do is call manager at dealership which does nothing as the dealership is the issue. All I do is go into the dealership once a week for a new problem and no one gives a damn. Never mind the fact that this dealership is selling cars that are unsafe and a danger to the customer. 4 cars 4 near accidents..I have called the corporate office over 20x since middle of August with no results and the absolutely refuse to let me speak to anyone higher up. I am exhausted calling 3-4x a week as well as having to remove my belongings from my vehicle to a loaner every single week. I don't have time to continue in this manner. What does a customer have to do??? Drive the vehicle through the showroom window to get someone's attention, resolve the problem and possibly ACKNOWLEDGE the fact that they are endangering me as well as my children's lives. NOT ONE PERSON THERE HAS APOLOGIZED ONCE FOR THE ISSUES I'M HAVING OR APOLOGIZE FOR ENDANGERING MY FAMILIES LIVES!!! THEY NEED TO BE SHUT DOWN BEFORE SOMEONE GETS KILLED IN AN AUTO ACCIDENT BECAUSE OF THEIR NEGLIGENCE!!! I WILL TELL EVERYONE I CAN NOT TO BUY A CAR FROM CARMAX AS THEY PUT THEIR CUSTOMERS LIVES AT RISK FOR A SALE!!!! THEY SHOULD BE ARRESTED!!!!Desired Settlement: I WANT THE [redacted] OR [redacted] OF THIS COMPANY TO CALL ME AND TELL ME HOW THEY ARE GOING TO COMPENSATE ME FOR ENDANGERING OUR LIVES, THE HOURS OF TIME TAKEN OUT OF MY BUSY LIFE DUE TO THEIR DEFECTIVE PRODUCT, THE GASOLINE USED TO DRIVE THERE WEEK AFTER WEEK, ACKNOWLEDGE MY PROBLEMS AND ADDRESS THEM ONCE AND FOR ALL!!! THE AMOUNT OF TIME, STRESS, AGGRAVATION, NEARLY HAVING A NERVOUS BREAKDOWN, ENDANGERING THE LIVES OF THE CHILDREN I CARE FOR ETC ETC. HOW DO YOU COMPENSATE A CONSUMER FOR ALL OF THIS???? THIS STORE SHOULD HAVE EVERY MEMBER OF MANAGEMENT FIRED AS WELL AS THE SALESMAN!!!!

Business

Response:

October 4, 2013

Via Electronic Mail

Revdex.com

Re: [redacted]

Dear [redacted]:

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

On September 8, 2013 [redacted] purchased a [redacted], [redacted] (the “Vehicle”) from CarMax in [redacted]. In her desired settlement [redacted] stated she wanted a call from the President or Vice President of CarMax.

[redacted] wants the President or Vice President to call and explain how compensation will be given to her for endangerment of her life, time taken out of her busy life, gasoline used, stress and nearly having a nervous breakdown. [redacted] also stated in her desired settlement that every [redacted] and the salesman should be fired. CarMax does decline to accept her desired settlement. CarMax is working with [redacted] to repair her vehicle or she is welcome to a full return. She chose to have Carmax repair the vehicle. The vehicle will be going to the [redacted] dealer for a radio concern. Additionally CarMax will repair an air conditioning concern.

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

Sincerely,

Sr. Analyst Customer Relations

Review: The engine light on the car, a [redacted], has been on since October of 2012. A part was ordered, a [redacted], then and cancelled sometime in 2013. I learned that information when I had a intermediate service repair in January 2014 speaking with the [redacted], the service manager, at the service center. He then put in a request for the part to be reordered. It was received in February 2014 in which I returned to the service center for the repair service. I spoke with [redacted], a different service manager, about payment in February 2014. He stated, "That I was liable if the extended warranty did not cover it." I explained that because I have been waiting over nearly a two year period," I should not and do not feel comfortable in paying such a fee. Also, I will not pay for any other damages to the engine because those damages could have been prevented if the engine was fixed properly almost two years ago." According to [redacted], the part was ordered approximately "7 months ago ," which is untrue, and "therefore I am responsible for the payment, whether it is the total cost or the deductible." While the car was being repaired for the initial complaint, the [redacted], another issue was found, the intake manifold gasket was damaged. According to [redacted], "the repair had nothing to do with the initial repair because it was on the opposite side of the engine." During my research, I found that if the [redacted] fails it affects the intake system; and if both systems fail then the entire engine can fail; and they are not on opposite sides of the engine. Therefore, his statement is untrue. The repair was completed in March 2014, however the engine came back on a day later. I made numerous attempts to contact [redacted] and [redacted], the Operations Manager, leaving voice-mails and no calls were returned before I returned the car and the damaged car key in April 2014 to [redacted], the service manager, without an appointment. I expressed my concerns to [redacted] including the damaged key. I requested a loaner being that I was returning my car and [redacted] stated, "I have other appointments before you and once your car is seen, maybe then a loaner will be offered." Also, a rental was not offered and because I informed [redacted] that, " I did not want a rental due to previous circumstances and miscommunications within the service department team during the initial repair. I also requested that the loaner car is conducive to my working environment due to the aforementioned reason and complaints that were disregarded when expressed to [redacted]. " However, I disagreed with him about having an appointment and not being able to provide me with a loaner, but I completed a drop off form leaving the car and key in [redacted] possession. Repair to my car has yet to began and I have not received a status report call regarding this recent matter since returning the car. The car has been at CarMax service center for nearly a week.

In regards to the car key, one of the nodules is completely broken. When I retrieved my car from CarMax in March 2014, I noticed the difference in the key. The rubber had been smoothed over the broken nodule to cover up the damages. I then took pictures of the key. When speaking with [redacted] in April 2014, I informed him of the discovery and the pictures. He asked, "if I had pictures of the key before the damages?" I replied, "No, but I have pictures from the day I picked up my car from the business center." He refused to see pictures. He also stated, "I have to look into this matter." I have yet to receive a status report regarding the key.Desired Settlement: I expect my key to be replaced with a new key. I expect my car to be repaired properly and in a timely manner. Any issues regarding the engine should be complimentary because of the excessive delay for at least a year. I understand the [redacted] parts may take time to find. However, it should not take over three weeks unless it is being manufactured and new.

Business

Response:

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