CarMax , Inc.

Review: Carmax of Lithia Springs, GA sold us a wrecked van in Aug 2009. We noticed before buying that something was wrong with the alignment. We were assured that this would be repaired without question. We bought the vehicle trusting Carmax advertisements & the personnel onsite. Within 2 weeks, took the vehicle to a closer location (Norcross). Within minutes, I was asked if we had had an accident. I was shocked & answered no. They replaced inside wheel liner on front right side & said that I needed to go back to Lithia Springs which we did within another week or so, where we were told they fixed it & was at no cost to us. Overall experience was normal stuff, maintenance, etc. We drive van for family or weekend trips so miles add up slowly. Fast forward to June 2012. We are getting ready for trip & take it in for normal maint including an alignment. I am asked by my mechanic if we've had an accident. I am furious because it's at this moment that I realize that we have been scammed. First Carmax did not live up to their advertisement of thoroughly inspecting and reconditioning the van, & then did not complete the repair as they said they did 2 1/2 years earlier. MaxCare extended warranty came out to look at van & declines to cover under warranty because it was 'caused by an impact' not a product defect. Understandable, except WE DID NOT HAVE OR CAUSE THE IMPACT. Carmax (Norcross)offered to split $1200 repair with us. We pay for it & they repay us 50%. I had bought the needed part that cost near $250 so I counter offered the part if they (Carmax) would fix it. Norcross Svc Mgr declined. Three mechanics told me that this impact was severe enough to immobilize van. We met with Asst Store Mgr [redacted] & showed supporting docs, ie. drivers records for last 7 years & insurance records for last 3 years. The result of our discussions were not acceptable & since there's no way to know how this issue is going to affect future warranty issues & our trust is gone, we returned the vehicle.Desired Settlement: We paid $353 for 37 months which comes to $13,061 - for a wrecked vehicle. We have paid much more than reasonable. We have received a settlement offer from Carmax with a current pay off of $2358.72. Another letter indicated they are willing to accept $1,886.98 in satisfaction and settlement of my account.I would like to see this amount cleared in full and any negative records removed, or updated to reflect resolution of account.Let me know if you need any supporting documents.

Business

Response:

Dear Mrs. [redacted]:

I am writing in response to your letter dated May 19, 2013 wherein you forwarded a complaint filed by Mrs. [redacted]. A settlement has been requested by Mrs. [redacted] that CarMax clear her account in full and remove any negative records, or update the account to reflect resolution.

Mrs. [redacted] purchased a 2006 [redacted], VIN [redacted] (“the Vehicle”) at the CarMax store located in Lithia Springs, Georgia (“CarMax”) on or about August 9, 2009. CarMax serviced the Vehicle and made necessary repairs on the dates that Mrs. [redacted] brought the Vehicle in for repair; May 17, 2010, August 31, 2010, November 2, 2011, and November 10, 2011. CarMax has not had the opportunity to repair the Vehicle since November 10, 2011. CarMax Auto Finance took possession of the Vehicle on or about October 11, 2012. The amount of deficiency balance after the sale of the Vehicle as of November 26, 2012 was $2,092.94.

CarMax would like to extend an apology for any inconvenience Mrs. [redacted] may have experienced. However, CarMax is declining the settlement as set forth in the complaint. Be that as it may, CarMax Auto Finance has indicated that they may afford the opportunity for Mrs. [redacted] to settle the balance owed for less than the full amount. To discuss this opportunity, Mrs. [redacted] may contact CarMax Auto Finance at [redacted]

CarMax appreciates the opportunity to respond to this complaint.

Sincerely,

Analyst, Executive Response Team

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.

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

Regards,

Mrs. [redacted], I'm attaching the initial service documents that were not included in CarMax' response. You'll see that we had vehicle serviced for same issue that's in dispute at the end of our possession of vehicle. In those particular service records are very similar descriptions of the malfunction that we noticed prior to buying vehicle. We were told and their records reflect that problem was fixed. However, I have been told by several mechanics that the damage done was caused by an impact that would have required a tow truck to move vehicle. We provided documents from our insurance agent(s) and official driving records for the last 7 years. We did not have the impact that caused this damage. Time lapse seems to be an issue from CarMax. We only used the vehicle on weekends and family trips or events. In the 3 years we owned the van, we only put 21,000 or so miles on the van. That's the only reason it didn't surface sooner. Would that have helped our case? So we're being penalized because we used the van so little. Really?!

Shortly before 'giving back' the vehicle, my husband went to the Norcross location with the van. We had at that point an estimate from [redacted]. At no point, did the service manager offer to look at the vehicle. He said he would have to check with his supervisor before he could do or authorize anything. My husband OFFERED to leave the vehicle, to which the service manager declined. The lack of CarMax looking at the van is OUR FAULT?! My husband took off work to take care of this and the van be repaired properly or plans set in motion to resolve. But this did not happen. And now it's being used AGAINST US?! I don't understand.

Please let me know where we go from here.

I appreciate your help and time.

Review: On February 3 3rd 2014 I purchased a vehicle from the Carmax store at LAX.When I purchased the vehicle,I was sold on the fact that my salesman [redacted] told me that I would be able to upgrade my car after making 12 consecutive payments.When I went to Carmax,after making all 12 payments consecutively,I was informed that my credit was no longer good and even though I am a good Carmax customer,if I wanted to upgrade my car that I would have to have a downpayment of $10,000.00. When I inquired as to why the down payment was so much,I was told that I have a problem with my credit and that I should come back in a couple of months.When I went back to Carmax to inquire about a vehicle that is newer than the one I'm presently driving,but costs less than the car that I'm driving now,I was told that I would have to pay off the negative balence on my current vehicle and make at least a$2000.00 down payment on the next vehicle. That was nothing like I was told when I purchased the vehicle.If I had known how easily my salesman [redacted] could lie to me to make a sale,I never would have purchased that car.But because [redacted] promised me that after 12payments I would be able to upgrade my car,I made the deal.Now I feel lied to and taken advantage of.Desired Settlement: DesiredSettlementID: Replacement

I would like for my salesman [redacted] and Carmax to honor the commitment and promises that were made to me.If they don't choose to do that,we can void our contract,I'll return to them their vehicle and we can part ways.

Business

Response:

March 12,

2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

[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 Los Angeles, CA (“CarMax”) on February 3rd,

2014. In his complaint, Mr. [redacted] states that his sales consultant informed him

he would be able to “upgrade” the Vehicle after 12 payments.

Please

note that CarMax does not offer a vehicle upgrade program. In the event Mr.

[redacted] would like to purchase another vehicle, he would need to use his own financing,

or complete a finance application through CarMax for review by a finance

company.

A

review of CarMax’s records indicate that CarMax completed an appraisal on the

Vehicle on November 3rd, 2014. A finance application was completed

by Mr. [redacted] for another vehicle. The approval options were communicated to Mr.

[redacted] by his sales consultant. Mr. [redacted] elected to not accept the appraisal

offer or purchase the vehicle at that time.

On February 14th 2015,

CarMax again appraised the Vehicle. Mr. [redacted] completed another finance

application at that time. Mr. [redacted] again declined to sell the Vehicle or

purchase another

At this time, Mr. [redacted] is welcome

to purchase any vehicle from CarMax. Additionally, CarMax will offer a free

appraisal offer on the Vehicle if he would like to sell it. Beyond these

options, CarMax has no additional alternatives to provide Mr. [redacted].

Thank you

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

Sincerely,

Analyst,

CarMax Customer Relations

Review: On 02/14/2012 I purchased a [redacted] from CARMAX,I was assured at purchase that the vehicle had no damage/ accidents on its history and had a clean and clear [redacted]. This vehicle had issues two weeks out the gate. The vehicle spent quite sometime at CARMAX Servicing, for which I have all documentation. The end result was I was given a 6 month warranty on the work done. The issues persisted even beyond the 6 month warranty had expired. On 05/16/2013 I took the vehicle to be traded in at which point I was presented [redacted] Report which showed the vehicle had in fact been in an accident in 2009 contrary to the report Carmax presented at purchase. When I contacted CARMAX I was told by the sales manager to bring the vehicle in to get a free "look over" to determine if the damage was evident to the buyer, which is unacceptable as this accident was recorded as occurring on 12/02/2009. Had I known this vehicle was damaged I would not have purchased it as my reason for purchase was for a reliable vehicle which is not at all the case with this [redacted].Desired Settlement: I would like Carmax to take there vehicle back and refund me my downpayment and pay the amount back to my financing company as I was misled into this purchase by there sales associate providing me with a clear vehicle history report which is now known to be a fraud as the carfax does show an accident and damage.

Business

Response:

Dear Ms. [redacted]:

Thank you for forwarding the complaint received in your office from Ms. [redacted] regarding the Vehicle purchased from CarMax of Greensboro, North Carolina on 14 February, 2012. In her complaint, Ms. [redacted] advises that a [redacted] Vehicle History Report for the Vehicle indicated that it had been in an accident in 2009, prior to her purchase of it, and that this was not disclosed to her at the time of purchase. Additionally, she alleges that a CarMax associate presented her a fraudulent vehicle history report at the time of sale.

CarMax provides an [redacted] Vehicle History Report at the time of sale for every vehicle. A review of the [redacted] report for the Vehicle shows no indication of any reported accident in 2009.

While a [redacted] report for the same Vehicle may indicate an accident in 2009, CarMax would not have been aware of that information, as CarMax does not provide or review [redacted] reports at the time of sale. Therefore, the CarMax sales associate would not have been aware of any reported incident at the time of sale.

CarMax guarantees not to sell a vehicle with frame or flood damage or any other type of title branding issue. As there is no indication that any such issue exists with the Vehicle, CarMax declines to provide Ms. [redacted] with the relief she seeks as set forth in her complaint. However, in the interest of customer service, CarMax would like to invite Ms. [redacted] to visit the CarMax nearest her to have the Vehicle re-inspected for any indication of previous damage.

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

Sincerely,

Senior Analyst

CarMax Customer Relations

Review: I purchased a car in February of 2014. Within my 30 days I took the car back to the maintenance shop with complaints to an issue with oil. The service manager Libby advised me to keep an eye on it and call back if it there were anymore issues. I monitored the cars oil consumption for approximately 5 months. (There was about 2 weeks total the car was in the shop for repairs). I called the sales woman and told her my issues. She then had me come in so we could trade the vehicle in. Carmax gave a generous appraisal. Not enough to cover the loan and there was a negative equity of 1200.00. I did not have extra money since I used 3500.00 as a deposit on the car. After speaking with [redacted] at the corporate office I was informed that the carmax maintenance shop did some research on the [redacted] that I purchased and found this was a common engine problem. I was then told to just check the oil often and it's my fault for purchasing a [redacted] from [redacted]. There was no sympathy from this person at all in fact he felt the need to crack jokes that I did not find very humerus at all especially since he also told me I am stuck with a car that has oil consumption problems and I drive with a small child in my car daily and am now worried about the engine seizing on me.Desired Settlement: I would like the money back I deposited on the car and carmax to payoff the loan and take back the car they sold me that has engine/oil problems. I want to take my business elsewhere.

Business

Response:

23 August 2014

Carmax sucks and the com ain't record speaks for itself .. 800 in three years and Revdex.com gives them a plus , but you guys are rating terror groups to lol your a good source of info Revdex.com.

Review: I traded in my [redacted] towards a vehicle I purchased from Carmax. Upon completing the trade in I signed a notice of transfer and release of liability. The sales agent assured me they would send it to the DMV. A few months later I received a bill for registration fees from the california dmv. I immediately called the Carmax location where I had traded it in. The person on the phone assured they would fix the issue and disregard the bill from the dmv. Which brings me to today I received a demand for payment from the the state of California franchise tax board. I would like this issue resolved as soon as possible.Location: 7766 Balboa Avenue San Diego CA 92111Make: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I would like them notify the california dmv that they own the vehicle and to take care of this collections notice sent to me.

Business

Response:

December

31, 2015

[redacted], Operations Supervisor

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23226

RE: [redacted]

VIN: [redacted]

(the “Vehicle”)

Dear Mrs.

[redacted],

Thank you for forwarding the

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

traded in to CarMax in Kearny Mesa, CA (“CarMax”) on November 28, 2014. In his complaint Mr. [redacted] stated that after

he traded in the vehicle he received a bill for registration fees from the California

DMV and a collection notice from the California tax board in regards to the

Vehicle.

On December 23, 2015 CarMax

Corporate Office submitted a release of liability letter to the California DMV

for the Vehicle on behalf of Mr. [redacted]. A copy of this letter was sent to

Mr. [redacted]. If Mr. [redacted] receives

any additional notices related to the Vehicle, or if he has further questions

about this matter, he may contact Rachel Isaac, Assistant Business Office

Manager at 858-712-6486 ext. 6001.

Sincerely,

Jennifer

L[redacted]

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: [email protected].

Regards,

Buying a used vehicle is all about being prepared and patient no matter where you buy from, CarMax is no exception to this strategy. If you plan to trade in your old car, one of the best things you can do is obtain an online offer from [redacted] as well… they have a cash buy program that will act as your 2nd option if the CarMax appraisal is lower than you expected (lower than [redacted] or [redacted] let's say). I had a great experience from my last CarMax buy, partly because I; researched my vehicle choice, waited for the exact/best car to become available, transferred it to my local store, secured financing before the test drive, and obtained a cash buy from [redacted] before getting a appraisal from CarMax for my trade.
CarMax undershot the [redacted] offer by 16% ($3,402)… remember, CarMax will not negotiate either the sale or trade amount, so bewared, prepare in advance and your experience will be of "no surprise". I told my sales person to write up the sales order without trade while I went down the street to turn in my trade to the local dealership that works with [redacted]… went smoothly and only took 15 minutes for me to have a check in hand… back to CarMax to finish the purchase paperwork… all in all, everything was satisfactory.

Review: Carmax has been unable to fix my sunroof, resulting in water damage to my interior. The ceiling and seats have obvious water damage and there is a strong musty, moldy odor. I have had the same problem since I bought the vehicle in 2012, I took it back well within the 30 day period and have taken it back several times since then. They were unable to fix it and sent it to the [redacted] dealership to have them try. They have also been unable to fix the leak. I am 34 weeks pregnant and am potentially exposing myself and my child to mold/mildew. I have stressed this concern several times and so has my husband. My husband was told last week we would receive a call within 24 hours, we have yet to speak with anyone. I called the corporate office, only to be told there is nothing they can do, it is now out of their hands and under the [redacted] dealership warranty. I stressed my concern about being sold an essentially broken vehicle that I am making continuous payments on, only to be told that even with their "multipoint check", there was no way they would have known the sunroof was bad. I was told last year that Carmax only checks the FRONT half of the sunroof but not the back half and the back half is where the problem was and that is why they paid another dealership to attempt to fix it, as it was beyond Carmax 's scope. My husband asked if Carmax could put my [redacted] in their garage to protect it from further damage since we were expected to be hit by a hurricane, customer service said that should be no problem and expect a phone call to set that up. We did not receive a phone call and it literally rained inside my vehicle for three days. I called customer service again today, stressing I no longer want to deal with the store, only to be told I have to and "[redacted]" will call me. I've been trying to find "[redacted]" for about a week and have called several times asking for him and telling them I will be there at a certain time to speak with him. He is never there.[redacted]

[redacted]Desired Settlement: I'm not asking for a brand spanking new car but obviously they cannot fix a well documented problem, the [redacted] dealership can't even fix it! It is apparent it's too flawed and shouldn't have been sold to begin with! How did something as important as the seal in a sunroof, protection from the elements or whatever the issue is, they can't seem to figure it out, make it past their "multiple point inspection"? I am forced to pay thousands of dollars to be rained on and possibly inhale [redacted]gerous pathogens and expose my newborn to them as well. I still have two more years on my loan, and obviously it's going to continue to be a battle to fix this issue. If there is substantial mold/mildew, am I just supposed to let my baby be exposed to it?

Business

Response:

October 23, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mrs. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing you in response to your letter dated October 5, 2015 wherein you forwarded a complaint from Mrs. [redacted] regarding the Vehicle purchased from the CarMax store located in Richmond, Virginia on or about February 11, 2012.CarMax’s records indicate that we have paid off the remainder of Mrs. [redacted] loan on the Vehicle and have also reimbursed her initial down payment of $1,000. Mrs. [redacted] was satisfied with CarMax’s offer and has purchased a new vehicle from CarMax as of October 21, 2015.CarMax apologizes for any inconvenience Mrs. [redacted] may have experienced and appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted] 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 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: I was mislead about the true condition of a [redacted] Special Edition before being charged a $149.00 relocation fee on 22 Nov 2013. On 22 Nov 2013 my sales consultant was [redacted], and before I agreed to be charged the relocation fee [redacted] e-mailed the other location #[redacted] about my conditions which were no dent, dings, and no evidence of body work having been done to the vehicle. The other location responded with the vehicle being free of any of the cosmetic issues or defects that I discussed with [redacted]. [redacted], a Sr. Sales Consultant called me after I left CarMax mentioning a small crack in the dash that CarMax would repair free of charge which was fine with me. On 29 Nov 2013 the car arrived at the new location, and I was contacted by [redacted] to come and inspect the vehicle. Upon arrival at the CarMax, I went out to the parking lot to meet with [redacted] to take a look at the vehicle. All of the conditions that I had discussed with [redacted] were present on the car after conducting an inside and outside inspection. After discussing the issues with [redacted], all she told me was that the price would not be adjusted. I then spoke with a floor manager [redacted] about being mislead about the condition of the vehicle, and her response to me was that she did not notice any issues with the car and that I would have to wait until the next day for a refund. On 30 Nov 2013, I came back to the CarMax for a refund and was told by the General Manager that he did not see any issues with the car even after I clearly pointed out all of the cosmetic issues with the car that were discussed with [redacted] before agreeing to the transfer charge. His response was that the car was in acceptable condition to him, and that I would not be getting my transfer fee back. I then told him that I would be contacting the Revdex.com in this matter. Store #[redacted], Texas [redacted].Desired Settlement: That they Refund-Credit my credit card, and conduct honest business practices when their customers ask for the true condition of their vehicles before being charged relocation fees.

Business

Response:

December 20, 2013

Review: Purchased a car. The car oil sensor keeps coming on. This problem started on the 29th day after buying the car. I have taken the car to the [redacted] deal ship to fix the problem because the Carmax was unable to service the car. I was told by the sales person that the car could be serviced there.Desired Settlement: I would like to have my car repaired.

Business

Response:

July22, 2014

Review: We were concered with purchasing an [redacted] due to the location of the [redacted] dealership. The salesperson assured us they could do anything the dealership could including under warranty work or service.

This proved unture the very first time we had an issue while under warrenty. We were informed we would need to take it to the [redacted] Dearlership.[redacted]

[redacted]Desired Settlement: The [redacted] at this location should call us to explain why we were misinformed and to assure this problem has been corrected.

We would like to bring our car in for regular check-ups but we are skeptical about the being misinformed again.

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,

Business

Response:

June 16, 2015 [redacted] 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 [redacted] Complaint ID [redacted] I am writing you in response to your letter dated June 1, 2015, wherein you forwarded a complaint from [redacted]. Mrs. [redacted] requested a phone call from a [redacted] at the CarMax store located in [redacted], [redacted] (“CarMax”) to discuss a previous service concern. CarMax’s records indicate that Mrs. [redacted] was contacted by a [redacted] on or about June 8, 2015 to address her concerns as requested. CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved. Please contact me at [redacted] extension [redacted] with any questions you may have. Sincerely,

Review: I've tried to address this with another agency. Carmax fails to get the point of my complaint. Instead they drum up issues regarding a past paid off loan having nothing to do with this. The real problem is they instruct their sales people to lie to consumers telling them, that any inquiries on car loans done within 14 days of 1 another count as 1 inquiry & does minimal damage to [redacted] scores which is false. They tell this under false pretenses to get business & feed on the naive. It's about their bottom line to heck with consumers. They could care less. I spoke to a friend who knows the credit business very well & has much experience in the area. I was told the bureaus allow 7 inquiries annually before they count them against you. Carmax threw on theirs, then another dealer did 10 more! My score went from 660 to 586 in the 14 days they quoted to me. They along with the other dealer falsify information to get business. They take advantage of consumers by pretending they understand credit beyond their ability to just sell cars. They are not credit experts nor lenders. Most car sales staff have zero clue about credit. It's part of their sales tactics to delibertly lie. For a company the size of Carmax to allow this practice is in fact illegal. However, they don't see it that way because they try instead to focus on the previous auto loan I had for which I am grateful I was able to refinance out of. The experience has been far more rewarding with the new lender. In fact, that low credit score almost cost me the ability to refinance my car. 5 consider them to be common crooks. They have a bad reputation of over pricing cars with other dealers & consumers who've found better deals else where. Instead of covering up their "crimes" they should try to right the wrongs by offering their sales staff credit training. A more knowledgable sales staff is always a benefit over the sleazy sales practices of dealers with lesser reputations.

Product_Or_Service: N/A

Account_Number: N/ADesired Settlement: DesiredSettlementID: No settlement requested - for

I want this on the record for others who might be sucked in by the lies to see they are very dishonest. No better than any other dealership. They all do the same thing which is really sad. A class action law suit will put a stop to the sleazy practice if enough people complain. I'm doing my part. Lying about what does/doesn't affect credit scores is not up to auto dealers to determine. It's up to the finance industry, credit bureaus & [redacted]. No

Business

Response:

February 4, 2015

Review: I purchased this car at the beginning of September. I immediatley started having problems. It took 3 weeks and 3 rental cars, and numerous trips to and from the location in [redacted], but it was finally fixed and I did not have to pay for anything. Within one month, my brakes starting squeaking. I waited until my car was due for its first oil change, and made the Ford Dealership aware of my concerns with my brakes. As part of their oil change service, they do an all points inspection on the vechicle. Here is what was wrong with my vehicle that I had to pay for out of pocket: Rotors - My rotors were glazed over, and causing squeaking/warping. All rotors had to be machined. CarMax should have seen this in their inspection, and corrected this prior to sale. Tranmission Fluid - Was very discolored. This service was supposed to be completed at 30K miles, and was not. I purchased the vehicle at 38K miles. CarMax should have done this prior to sale. Cabin Air Filter - Easy to replace. It was filthy. CarMax should have fixed this prior to sale. In addition to that lovely trip to the dealership which cost me $490.72, my tire pressure sensor went off. My right front tire was slowly leaking air. I took it into discount tire. Low and behold - this tire was a FLAT BEFORE! It was not fixed properly. It was patched from the inside, not the outside. This is clearly obvious if you examine the tire. I had to purchase 2 new tires, because they need to be bought in pairs. Total cost to me: $357.66. I had to open a new credit card to pay for this. Completely ridiculous. The total cost I have had to pay is $848.38.Desired Settlement: I would like to be issued a check for this amount so that I can be reimbursed for the repairs I had to cover AND pay off the credit card I had to open to get new tires. If this is completed, I will consider my issues with this vehicle resolved. I have every receipt showing these charges, and will be happy to provide them.

Business

Response:

December 9, 2013

VIA ELECTRONIC MAIL

[redacted], [redacted]

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Ms. [redacted]

Dear [redacted]:

I am in receipt of the complaint that was filed by [redacted], on November 21, 2013, regarding a [redacted] (the “Vehicle”), VIN [redacted] that was purchased at CarMax in [redacted] (CarMax) on or about August 22, 2013.

The complaint references the cabin air filter requiring replacement. As a gesture of customer service, we will reimburse [redacted] for this service that was required at 32,000 miles.

In the complaint [redacted] references the transmission fluid as being dirty required a change at 30,000 miles. CarMax verified with Ford’s maintenance records that the transmission fluid and filter should be changed at 150,000 miles and that discoloration is a normal driving condition of the vehicle.

CarMax did not have the opportunity to address and was not aware of the brake noise or tire concern. These concerns are maintenance items that are not covered under any warranty outside of our Limited 30-day Warranty, which has expired.

CarMax appreciates the opportunity to respond to this complaint. However, CarMax is declining the settlement request as set forth in the complaint, with the exception of reimbursement for the cabin air filter. To receive reimbursement for the cabin air filter, [redacted] may contact [redacted] at [redacted]. CarMax will require a receipt in order to process the reimbursement.

Sincerely,

[redacted], Customer Relations

Review: [redacted]Took A [redacted] For Repairs Under Maxcare Service Contract / Coverage Maxcare Plan,The Issue was Check Engine Light Flashing,Aprox 6/22/2015 We Took Car in They Gave us A appointment to bring back car in on the 29 th, But After checking the car they stated that the car was not safe to drive,and we must leave the car,and that they will try to squeeze it in to get Repair.They kept the car,No Loaner was Offer,My Husband was off that Monday.We Contact Them Tuesday,WE Spoke To Service Rept She Told Us,She Did Not Have no Space to Start on car.My Husband Had To Call Off Work,Wednesday Came,Same Issue No Loaner Was Told Adjuster Was Gonna Be Out At Site,Car Still There,on Monday June29 th We got A call that a Rental Cover under the Maxcare Plan Was Approve And that we need to Take $50.00 To [redacted] But Pick Up A document from service,Went to [redacted] My Housband Could Not Get The Rental Due to No Bank Or Credit Card So He Had To Add Me His Wife,Still I had To Pay Damage Waiver Cause I onld Had Liability Insurance,Anyway I got The Rental.Seven Day Service center Did Not Finish fixing car we had to take back the rental,we werte told they do not know what was wrong with the car we request a loaner we were push around,talk to any kind of way, was told we have to have full coverage to have there loaner, I went and add my self to my daughter state farm full insurance,my daughter and I went in iwas told that the care in there as to link with there loaner and that I needed to get full coverage insurance on there loaner, so I had to go and get full coverage insurance on there loaner,that how we got the loaner, now we are told that they had to take the care to a ford dealer and that the problem is something to do with a coil.so this is a summary of our complaint.

[redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a refund for Rental Damage Waiver Fee,My Husband Day Pay,And A Refund For Insurance for Full coverage Place On There Loaner,Also Payment for My Husband Being taken to work in another person vehicle,Because they kept the Vehicle for a period of time and did not justified more or less how long it was going to take to fix the vehicle At this point They still Have Vehicle.And Have not tell us when vehicle will be ready.But on the loaner it stated we have un

Business

Response:

July 28, 2015

Review: I purchased a 2008 [redacted] from the [redacted] CarMax on 12/11/2014. When I purchased the car I was told by the sales rep that during my 30 Day Limited Warranty, I was able to have the car repaired at locations other then the CarMax if it was inconvenient to bring my car back. On 12/13 I took the car to a [redacted] dealership to have some manufacturer recall work done and asked them to also do the Virginia State Inspection and Emissions test. I was called by the [redacted] dealer a couple hours later and informed that the car had failed inspection due to a broken right motor mount. When I called CarMax on 12/15 to find out how I could have the warranty work done and no one called me back for a full day. When someone did call me back, I was told by the service rep ([redacted] - Rockville) that my car could only be repaired at a CarMax facility. I called CarMax headquarters and spoke with a customer representative ([redacted]). He informed me that he would talk to the local CarMax location and then call me back. He never called me back. Finally, I called the [redacted] CarMax location to make an appointment, because it was a more convenient location, and was informed that I could not get an appointment until 12/30. I told them this was unacceptable and asked to speak to the Service Manager ([redacted]). He informed me that I could bring the car in on 12/17 and if someone cancelled their appointment, they would fit my car in where they could. On my way to the [redacted] I noticed a clicking in the car. I mentioned it to the Service rep when I dropped my car off. They fixed the motor mount and also told me that the clicking noise I heard was bad front struts.

The motor mount and struts are both listed as "Check Points" on the CarMax 125+ point inspection. A car that had 2 major problems and didn't pass its safety inspection less than 36 hours after being purchased is UNACCEPTABLE.Desired Settlement: I want the 30 day limited warranty extended another 60 days, at minimum.

Business

Response:

January 29,

2015

[redacted], Operations [redacted]

RevDex.com

Richmond,

VA 23236

RE: [redacted]

2008 [redacted] (VIN: [redacted]

(the “Vehicle”))

Dear Mrs.

[redacted],

Thank

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

the Vehicle purchased from CarMax of [redacted], MD ("CarMax") on

December 11th, 2014. In her complaint,

Ms. [redacted] shared several concerns on the Vehicle’s inspection as well as

appointment availability at CarMax.

CarMax

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

certified quality inspection does include reviewing motor mounts and struts. Ms.

[redacted] had stated the Vehicle failed a Virginia state inspection due to a

broken motor mount. At the time of CarMax’s inspection, all CarMax and Maryland

state standards were approved.

CarMax

does request the opportunity to address any concerns within the initial 30-day

limited warranty time frame. The motor mount and struts concerns were covered

under this warranty and repaired December 19th, 2014, at the [redacted],

VA CarMax location at no cost to the customer.

Any

further repairs on the Vehicle would be at the responsibility of Ms.

[redacted], as the 30-day limited warranty has expired. At this time, CarMax

will not be extending this warranty for any length of time.

Thank you

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

Sincerely,

[redacted],

CarMax 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.

I am insulted by this response. There is no ownership of the issues the car had or the lack of customer service I received. Since they refuse to extend the warranty, I guess there is nothing that I can do. I do anticipate that you will see more complaints (if you have not already) regarding CarMax and their garbage business practices.

Regards,

Review: In June 2013, me and my wife were looking for a car to buy from you all. We have bought cars from you in the past. We found a [redacted]. We tried it, but it had break problems along with scuff marks. We returned it and got [redacted]. We were told that it had [redacted] phone support. It had scuff marks and were buffered out. Now, it is October 2013 and some of the tires need to be replaced. The value stem on one needs to be taken to a service shop to be filled up. As well, the leather thread is coming loose, the ipod connector is falling apart, and the chip marks are coming back. We expected more out of Carmax. Why would you give tires that need to be replaced within four months of purchase? The store is more interested in just selling the car and not the car and experience. They covered up the seat flaw along with mistating the blue phone support to us. The package from [redacted] is $3500 for phone support alone!! And with the tires that is at least $250!! What else is going to go wrong with this car? We were going to look for a truck thru you all, but with this experience, we are not even going to entertain the idea.Desired Settlement: Fix all issues and ensure no other issues are present and not to hide and misrepresent product and its issues.

Business

Response:

November 11, 2013

Via Electronic Mail

Re: [redacted]

Dear [redacted]:

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

On June 7, 2013 [redacted] purchased a [redacted] (the “Vehicle”) from the CarMax store in [redacted], [redacted].

[redacted] stated in his desired settlement that some of the tires needed to be replaced, the ipod connector is falling apart, seat flaw and telling him he had blue tooth phone support . CarMax wants to encourage [redacted] to contact the store management team to speak to them on these issues. Our service manager can be reached at[redacted], extension [redacted]. CarMax is sorry for any inconvenience [redacted] incurred.

Please contact me a t[redacted], extension [redacted] with any questions you may have. Thank you for providing CarMax an opportunity to respond.

Sincerely,

Review: I purchased [redacted] 1/29 (4 CLENDER) on January 2015. At [redacted] WI. CarMax and they are Toyota dealer. I thought that I trust there service and Information they provided me about the vehicle but I'm extremely disappointed. I am having problem with the car.I was informed by the sales staff and sticker on the car I'll receive 35 miles on the highway and 25 in the city. Instead I get 27 miles on the highway and 19 to 20 in the city. It is a huge problem to me and cost me a lot of money in gas.I am very dissatisfied with the car and even more disappointed that I was lied to.I feel that because of the dishonesty from them, and my trust of there service as a buyer I was manipulated with the sole purpose for them to make a profit rather than to provide honest and fair service.I would like to have full resolution about this matter please. On Feb.12th 2015 I took my car to them because service manager asked me to come so he can put on computer for" Vehicle Diagnostic Report" he said every thing is ok. He said they can't do any thing about MPG. I've asked why you guys told me and had sticker on window about MPG he did not say anything.Then service manager talking about how you drive its depend on MPG I said on the highway have to be on the speed. Even in the city this vehicle giving me very low MPG. Thank you for your consideration and helping meSincerely,[redacted]Desired Settlement: I would like to replace my vehicle to hybrid. Originally I was going to buy hybrid from them, but when sales man manipulated with this vehicle then I changed my mind whish I could knew this was lie.

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. Afzal [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about January 3, 2015 from the CarMax store

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

In this complaint Mr. [redacted] is requesting an exchange of the Vehicle to

a Hybrid model.

According to our records, CarMax provided Mr. [redacted] with an

appraisal of the Vehicle on or about March 4, 2015. Mr. [redacted] sold the Vehicle to CarMax and

purchased a [redacted] on or about March 4, 2015.

CarMax considers the purchase of another vehicle the

resolution to this 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 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: [email protected].

Regards,

Thank you for your support in this matter. I did accepted because I was tied and got broke spending on gas. But they rip me off originally I had down payment of $9500.00 but with new car they adjusted only $4000.00 so they gained $5500.00 at least. Which is not right thing.Not even that they have charged me a administration fee again$99.00 which is another ripped off. Please let them know I'm looser and they are gainer again.Thank you

Review: I called to have my vehicle serviced because the engine was running hot, which I have had the vehicle for not 6 months and have the vehicle in for service 6 times. It took 4 calls before anyone picked up and also left a voicemail but never received a phone call back. After a couple of hours of callin I finally got in contact with someone, which seems like they were busy which was understandable. While speaking to [redacted], who picked up the phone, I expressed my concern for my car and that I needed to get it looked at immediately. She was a little rude and basically said I would have to wait and needed to make an appointment whih was not a problem, so I proceeded to speak with a manager in which she hung the phone up in my face. I called Corporate Carmax located in VA, and wanted to file a complaint. I spoke with a very nice lady who took my concern serious and contacted the Carmax service department. I then got a followup call from the manager of the service department, which I was still not satisfied with the result due to him recommending me to another facility. Keeping in my mind my engine is running hot and providing him that I didnt want to do damage to my engine by driving to another carmax facility located 20 minutes and saving the $50.00 on the deductible for the extended warranty. Basically I have contacted both the corporation and service manager and still not feel the issue is addressed and I'm not satisfied with the outcome.Desired Settlement: I had to take my vehicle to another repair facility for the repair which cost $300 for the deductible instead of the $250 I would have paid at a Carmax service facility, so I would like a refund of my $50 due to the horrible experience and the inconvenience trying to find another facility, while tying to make sure im not damaging the engine.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

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

[redacted], VIN [redacted](the “Vehicle”) that he purchased on or about

November 16, 2013 from the CarMax store located in Pineville, North Carolina. In this complaint

[redacted] is requesting reimbursement of the additional $50.00 he had to pay because he could not get an appointment at CarMax.

As stated in his letter, [redacted] contacted the Service Department at CarMax to try to get an appointment. At that time, there were no available appointments and due to the mechanical concerns that the customer had, he was advised to take the Vehicle to another repair facility.

[redacted] purchased the Extended Service Plan. There are several benefits to the plan including coverage for towing (as long as the repair is a covered repair) and a provision to take the Vehicle to CarMax or any other licensed dealer. As stated in his letter, CarMax allows a $50.00 discount if the Vehicle is repaired at a CarMax location. CarMax appreciates the opportunity to service the vehicles that our customers purchase from us , however, CarMax does utilize the appointment system and can sometimes have appointments that have been set weeks in advance.

CarMax reqrets that we were not able to service [redacted] Vehicle on the day that he brought it in. CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.

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

Sincerely,

Analyst, Executive Response Team

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.

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

Regards,

Review: Business advertises to be no haggle when it comes to car buying and financing but this is not the truth. Also when I contacted the home office Executive Response recording says it is open til 8pm rep left me a message at 5:55pm when I was on the phone that they were closed and not able to do anything about my complaint. I had a car transferred to the [redacted] location. I had arranged financing. When I went to view the car and sign paperwork the sales manager suddendly wouldnt accept my financing even though it had previously been okay. They tried to strong arm me into their own finance company at a higher rate.Desired Settlement: Similar vehicle with my financing

Business

Response:

December 5, 2014

Review: This letter is to complain about service I recently received from a CARMAX dealer customer service management. I called CARMAX dealer on July 18, 2014, to find out how to deal with a problem I’ve had with my vehicle. As you can see in my account I bought the vehicle in the Sanford Location. I’ve had water leaking issues since the day I bought it. The [redacted] certified technician stated there is water and corrosion that indicates a pre-existent condition that must have been inside for a very long time. I understand that a lot of things could have caused water in the trunk area, however since the day I bought the vehicle I have had water leaks inside the car and neither the [redacted] or [redacted] location have been able to duplicate the issue. All the major issues started to occur after an intensive repair in the [redacted] location. My vehicle still had water leaks but I did not have the issues that I have now ever since I took in for service. After I had been communicating back and forth with the [redacted] dealership and CARMAX the entire week, the manager finally spoke to me. I had to describe my issue to him and he said he would get in contact with the location that sold the vehicle to me. After 24 hours of waiting I contacted the [redacted] CARMAX manager again and he stated that they will not help me and recommended to ask the [redacted] service writer to file a claim in the CARMAX warranty group and state it is an internal module short and to not mention water damage. Needless to say, I was quite frustrated.Desired Settlement: I would like the company to have my vehicle repaired and reimburse me the rental car I had to get and battery that needed to be replaced for this damage.

Business

Response:

[redacted]