CarMax

I hired Scott and his team for a major remodel of a really large old homeThe attention to detail in their work is impeccableI highly recommend Scott and his team for any project, big or small, that you may have

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID 11632231, 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, [redacted] The response from Carmax does not resolve the issue at handI spoke with [redacted] the owner of [redacted] and his answer is the problem will come back in a year or sooner and that he told Ashley at Carmax that the correct way to resolve this is to replace the whole entire hatchWhat I feel that they are wanting to do is basically put a bandaid on the problem to get me out of there hair I asking for the problem to be fixed the correct way and issue a statement guaranteeing that my vehicle is not a flood vehicle [redacted] D&T body shop showed me both estimates showing the bandaid repair and the correct way to repair and said he gave both of them to Carmax [redacted] also explained that he never would have given both estimates if it wasn't a major issue and that if it could be solved by just painting itAccording to Carmax standards and philosophy this vehicle should have never made there lot as a sellable vehicleI'm not asking for a full replacement of the vehicle just the hatch to be replaced and letter guaranteeing that it has never been in a flood I do appreciate your time helping me resolve this issue

September 28, [redacted] ***, Operations [redacted] Moorefield Park Drive, Suite Richmond, VA RE: [redacted] VIN: [redacted] (“the Vehicle”) Dear Mrs***, Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of Burbank, CA (“CarMax”) on August 24, In the complaint Mr [redacted] states that CarMax agreed to return the Vehicle and issue a refund on the down payment, but is requesting additional relief in the form of compensation for specialized plates, fuel and time lost from work After Mr [redacted] informed CarMax of some service concerns with the Vehicle, CarMax offered to complete the needed repairs under the 30-Day Limited Warranty, or to return the Vehicle, as a gesture of customer service On or around September 26, 2016, Mr [redacted] ’s wife, who is the primary owner of the Vehicle, returned the Vehicle, as an acceptance to CarMax’ gestureA refund check for the down payment was overnight to the [redacted] ’s on September 27, Considering these details, and the fact that CarMax offered this gesture outside of their 5-Day Money-Back Guarantee, CarMax declines to offer the additional relief Mr [redacted] requests CarMax appreciates the opportunity to respond to this complaint If you have any additional questions or would like to discuss this concern further, please contact me at 1-800-519-ext*** Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations

Revdex.com: 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 There was no offer made in the attempt to resolve the complaintin regards to the offer to purchase my vehicle that was made to me in person for the amount of that was rejected due to the amount of money I would have to come out of pocket to pay off the lien holder and the amount of money I have put inI also asked for them to show proof there was no frame damage and still they haven'tAs previously stated the car sold to me was sold to me under pretences and it isn't fair that I was lied to by your salesman as well as your appraisersI think my request was and is fair considering Regards, [redacted]

Revdex.com: 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.I never spoke to anyone at Car Max named Mr Kamala W [redacted] and told this person I was satisfied with the repairs of carI actually spoke with the service department in regards to my concerns several times and the concerns were never addressedI was told I would be contacted by the service manager and never received a response to my complaint I told the service department several times I was unhappy with the repairs and the fact the car had to be continued to be returned to the service department for major repairs over times and I was not able to drive the car for several weeks and concerned about the fact the car was supposed to pass a point inspection but has continued to have service repair issuesI told the service department the car should have not been on lot due to the amount of repairs is had to go throughThe car is still in terrible condition and in need of repairsTherefor, I did not want to the car and continue to have to bring the car to the service department for repairs the at my expense due to the service department stating to me the warranty was up on car and I would have to pay out of pocket for any further repairsI still am asking CAr Max to take the car back and offer a transfer to another vehicle or return money put down and payments made on the carThank You Regards, [redacted]

April 30, [redacted] ***, Operations Supervisor Revdex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] (“the Vehicle”)) Dear Mrs***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of Clackamas, OR (“CarMax”) on October 31st, In his complaint, Mr [redacted] stated the Vehicle’s leather seats were damaged shortly after his purchaseMr [redacted] requested that CarMax replace these damaged leather seating areas After the purchase, CarMax had no contact with Mr [redacted] until approximately the beginning of April At that time, CarMax spoke with Mr [redacted] regarding concerns with the leather seatingCarMax offered to inspect the leatherMr [redacted] declined, and instead sent pictures of the seating area to a CarMax service consultant Upon review of the pictures, there was evidence of repairs to the seating area which CarMax did not complete prior to the sale of the Vehicle CarMax spoke further with Mr [redacted] on April 17th, 2015, and informed him that there will not be any goodwill extended for these requested repairsCarMax would be happy to complete any repairs to the seating area for Mr [redacted] at a discounted rate of CarMax’s cost If Mr [redacted] has any further questions regarding his complaint, he may contact me at [redacted] *** Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted] Analyst, CarMax Customer Relations

July 7th, [redacted] RevDex.com Moorefield Park Drive, Suite Richmond, VA [redacted] Dear Mrs ***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of Hartford, CT (“CarMax”) on December 30th, At the time of purchase, Mr [redacted] elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months, or until the Vehicle exceeded 100, miles, with a deductible of $ In his complaint, Mr [redacted] requested that CarMax refund the full amount of the ESP purchased at the time of sale CarMax was aware of Mr [redacted] concerns prior to receiving this complaint and has spoken with Mr [redacted] regarding this request on multiple occasionsMr [redacted] requested a full reimbursement of the ESP due to the Vehicle’s odometer reading still being within the parameters of a [redacted] manufacturer warranty at the time of his purchaseMr [redacted] suggested that this would be considered a “double warranty” on the Vehicle and that the ESP would not be necessaryCarMax informed Mr [redacted] that the ESP covers similar terms as a manufacturer warranty, but also includes additional benefits and coverage terms which may not be covered under the terms of the Vehicle’s manufacturer warranty Mr [redacted] cancelled the ESP on approximately February 2nd, 2016, and received a pro-rated amount for the remaining coverage on the ESP, per the terms of his contractCarMax refunded Mr [redacted] $3,for the coverage period remaining for the ESP on this date Based on the above, CarMax will not be participating in the additional refund of $that Mr [redacted] requestsIf Mr [redacted] has any further questions, he may contact me at [redacted] extension *** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted]

July 6, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for sharing [redacted] complaint with us and providing us the opportunity to respond We are pleased to inform you that this matter has been resolved Ms [redacted] was unhappy about her vehicle purchase experience Specifically, Ms [redacted] was unhappy about the number of applications she had to submit and the variation in the required downpayment amount and the type of documents we required from her in order to substantiate her income Our records reflect that Ms [redacted] submitted multiple credit applications because she expressed interest in different vehicles Our policy requires a different application each time a different vehicle is selected The variation in the downpayment amount and the type of documents we requested from Ms [redacted] to substantiate her income resulted from the fact that she changed her income amount and the source of her income when she completed a new application Ms [redacted] indicated on one application that she was self-employed and on another application she disclosed she was an employee On one application she disclosed that she made $1,and on another application she disclosed $1, Additionally, subsequent to the purchase of Ms [redacted] vehicle, the financial institution that approved Ms [redacted] application had concerns with the documents she submitted to substantiate her income While attempting to address this concern we thought it was beneficial to notify Ms [redacted] of this development Hence, the June 12, telephone conversation referenced in the complaint As already indicated above, we are happy to report that the issue has since been resolved to Ms [redacted] satisfaction Thank you again for bringing this complaint to our attention If you have any questions or concerns, please do not hesitate to contact me at 770-792-4750, extension Sincerely, [redacted] [redacted]

Revdex.com: 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 would like to address some discrepancies in the CarMax response to a complaint I filedComplaint ID [redacted] In their response it is noted that [redacted] the operations manager test drove the vehicle with me two timesThat is an incorrect statementIt was only once an he was very condescending during that test driveI agree the car complaint was not duplicated at that time CarMax has advertised that this vehicle has passed a point quality inspection which includes Steering systemIt is my belief that this car has "slipped" through that processWhat else explains these problems occurring within a week of purchase? Day one on the test drives the front wheels need correction Please see below that correct sequence of time and dates the vehicle was brought in for repair and my statement in the following Oct 8th (days after purchase) Complaint: Vehicle is pulling Resolution: Alignment performed covered under warranty October 29th Complaint: Vibration coming from front end at highway speeds Resolution: Alignment performed again December 5th Complaint: Noise while turning the steering wheel Vehicle is still pulling Resolution: Alignment performed again Replaced strut mounts and bearings Spoke with: Reassured by [redacted] operations manager that they will correct any problems that occur with vehicle in regards to pulling, steeringSpoke about replacing vehicleI expressed concern over our "not so good credit score" being a factor if we were to be placed in another vehicleWe were assured by [redacted] that it would not be an issue and "they would handle it" December 30th Complaint: Car still pulling, noise again while turning Resolution: Test drive with [redacted] Operations manager, vehicle did not duplicate concern January 7th Called and spoke with ***Explained to him the vehicle is still pulling clicking noise in the steering returned as well [redacted] told us to come in and swap vehicle and that he would get the ball rolling and everything will be taken care of by the time we come in in the morning January 8th Returned as advised by [redacted] to "swap out" vehiclesWe were then told we would need to resubmit to the financial departments another loan applicationWe were again reassured everything will be fineWe were appraised at full value of the purchase priceBut, due to our "not so good credit" and the fact that CarMax had to add additional surcharges and fees that would in turn increase the loan amount, the offers we received for financing were absolutely unacceptableThe only acceptable offer required a $4,down payment, or increases our monthly payment to $Both of which were unacceptableWe are a working class family and do not just have $4,to throw down on a vehicle that has inconvenienced us from week oneNor can I afford a monthly payment of $When asked what we wanted CarMax to do we stated pay the $4,downThey in turn; management included, laugh in our facesWe explained it was least they can do for our inconvenience of multiple trips for unsolved repairs, days off of work and fees for rental cars when they had our vehicle for repairWe had told both the sales agent and the manager [redacted] that they should go test drive the vehicle or better yet let their kids ride in it and then tell us nothing is wrong with it, of course this was refused they did not want to test drive the vehicle Again we left with the problem unresolved We do not necessarily want to replace our vehicle we just want it correctedWe have already brought the car to an outside [redacted] dealer who in turn has duplicated and discussed with us the repairs neededWe want CarMax to cover the repairs that are needed by the [redacted] dealer and to make sure there is no deductible due for the repairs since this is still an ongoing problem from week of purchaseWe would like CarMax to stand by their Quality Guarantee and be sure this vehicle is repaired and that the repair stays corrected Thank you for your time on this matter and I appreciate your attention to it Sincerely, [redacted] ***

July 11, [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] *** [redacted] Dear Mrs***: I am writing in response to your letter dated June 25, 2016, wherein you forwarded a complaint from MrClarence [redacted] regarding the Vehicle purchased from the CarMax store located in Midlothian, Virginia (“CarMax”) on or about March 26, Mr [redacted] requests that CarMax repair the Vehicle’s suspension concern under the terms of their 30-Day Limited WarrantyMr [redacted] brought the Vehicle to CarMax on or about April 28, to inquire about a rumbling noise while driving and a leaking concern CarMax completed an alignment on the Vehicle and also replaced the front right strut at no cost to MrLewis No leak was found at the time of this visit The Vehicle was later brought back to CarMax on or about July 8, to inquire about a faded hood concern CarMax repaired and repainted the Vehicle’s hood at no cost to MrLewis CarMax has no record of a suspension concern during this visit (or at the time of the previous visit on or about April 28, 2014)CarMax has not seen the Vehicle since this last repair on or about July 8, and is therefore declining Mr [redacted] requested settlement to repair the Vehicle’s suspension under their 30-Day Limited Warranty Conversely, if Mr [redacted] would like for CarMax to diagnose and repair the Vehicle at their standard rate, he can contact their service department directly at [redacted] ext [redacted] CarMax appreciates the opportunity to respond to this complaintPlease contact me at [redacted] extension [redacted] with any questions you may haveSincerely, Nekia W [redacted] ***

August 8, 0pt;"> Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for forwarding [redacted] complaint to us for review and response We are pleased to inform you that this matter has been resolved The facts leading to [redacted] complaint are as follows [redacted] *** recently visited our store in Ontario, California to purchase a [redacted] *** He submitted a credit application, which was approved by [redacted] on the condition that he pays off his existing loan on a [redacted] *** Unfortunately, due to a processing error this stipulation was missed and [redacted] *** took delivery of the [redacted] *** without satisfying the stipulation Upon discovery of this error, [redacted] *** declined to provide financing and [redacted] *** was immediately notified of this development We subsequently informed [redacted] *** that our captive finance company, CarMax Auto Finance, has agreed to finance the purchase of the [redacted] *** on the same terms as [redacted] without any stipulationOn July 26, 2014, [redacted] *** returned to our store and executed a new contract for the [redacted] *** Again, we thank you for bringing this matter to our attention and affording us the opportunity to respond If you have any questions or concerns, please feel free to contact me at [redacted] , extension *** Thank you Sincerely, [redacted] Paralegal CarMax CC: [redacted]

Revdex.com: 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, [redacted] Yes they made an offer but we would still have to put ALOT OF MONEY DOWN, that we don't haveI am on disability I get paid once a month so I could not pay thatThey wouldn't even put the rest of the amount from the old car on to the new car.If I had the money I would not be going through this, I would have just got a new car by nowI could not get the stuff fixed yet because I don't have it and I have been shelling our money for all the repairsI even asked MS for help with fundsCarmax just doesn't understand what is going on with this lemon of a carAnd how can I return it if it didn't start acting up and the return policy had run out alreadyThank you [redacted] ***

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

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below CarMax states they were "unaware" of further issuesI and along with my wife contacted management and made complaints about the errors CarMax madeWe made complaints multiple times and they are not wanting or willing to do anything Regards, [redacted]

Revdex.com: 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 don't believe Car Max has their dates in Orderthey Jumped from June 5th to JulyJune 5th Was a ThursdayThe next day June 6th I tried to get hold of someone in the service department Because the thermostat sign was flashing but no one answered the phoneOn Saturday a sales person answered the phone and told me to add antifreeze and bring the car on MondayI returned on that Monday but they wanted to charge me to see what is wrong with the carthen on e of their managers drove the car and told me that nothing wrong with the carNo one took the time to look at the work order to see what type of oil was usedI was told that car require certain type of oil that will cost $The oil change cost only $but because the total bill was $I did not notice the charges fro the oilWhoever worked on this car was ignorant and had no knowledge of how to perform oil change on this carI went to CarX in [redacted] before I take to CarMax but they told they did not change oil on mini cooper So I am sure whoever changed the oil did not know what the hell he was doingMy car was running perfect until I took it to CarMax for the oil change [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

August 25th, [redacted] Revdex.comMoorefield Park Drive, Suite 300Richmond, VA 23236RE: [redacted] Dear Mrs***, Thank you for forwarding the complaint received in your office from Ms [redacted] regarding her purchase of the Vehicle from CarMax of Fredericksburg, VA (“CarMax”) on June 4th, At the time of purchase, Ms [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months or until the Vehicle exceeded 125,milesIn her complaint, Ms [redacted] requested that CarMax refund her the remaining portion of the ESP amount after she sold the Vehicle CarMax spoke with Ms [redacted] on the same day that this complaint was submittedAfter speaking with Ms***, CarMax processed the refund and mailed her the check by the end of that dayA review of CarMax records indicate that this check was delivered to Ms [redacted] home address If Mr [redacted] has any additional questions, she is welcomed to contact me at [redacted] Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D***Analyst, CarMax Customer Relations

April 8th, [redacted] RE: [redacted] [redacted] VIN: [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on March 14th, In his complaint, [redacted] shares his frustrations with the cost and amount of needed repairs to the Vehicle within the timeframe he has owned it Due to his frustrations, [redacted] is requesting CarMax to either repair the Vehicle at no cost to him or to exchange the Vehicle for a different one CarMax’s research shows that CarMax did appraise the Vehicle on March 20th, and made an offer to purchase the Vehicle from [redacted] This appraisal has since expired [redacted] is invited to have the Vehicle re-appraised and explore what options are available to purchase a different vehicle In addition, [redacted] has the option to have CarMax diagnose the Vehicle at his expense to determine what options are available for repair [redacted] is invited to contact the Service Manager at CarMax [redacted] if he chooses one of the options above Thank you for providing CarMax an opportunity to respond Sincerely, [redacted]

September 2, Revdex.com Serving Central Virginia, IncMoorefield Park DriveSuite 300Richmond, VA 23236RE: Consumer Complaint of [redacted] Dear Sir/Madam:Thank you for sharing Ms [redacted] complaint and providing us with the opportunity to respond Ms [redacted] alleges that she never applied for credit with us and is therefore disputing the related inquiries on her credit fileOur records reflect that Ms [redacted] visited our Las Vegas store on June 11, 2016, seeking an appraisal of her [redacted] We appraised, and extended an offer of $7000, for the [redacted] At that time, the approximate payoff balance on the [redacted] was $13,517, a difference (and negative equity) of approximately $6,517.At this stage, Ms [redacted] version of events differ from our records Specifically, our records reflect that Ms [redacted] (a) voluntarily provided us with a substantial amount of personal information including name, address, length of time at address, phone number, date of birth, social security number, employer, length of time with employer, income and a reference; and (b) agreed to our Credit Application Terms and Conditions, authorizing us and our finance sources to “use your credit reports and verify your application information” in connection with an application on a [redacted] ***Ms [redacted] , however, contends that our sales associate requested, and she provided, her personal information to obtain the payoff information on her [redacted] , and not in connection with a credit application on the CR-V.Instead of simply relying on our records, we reached out to our Las Vegas store to interview the sales associate who assisted Ms [redacted] This sales associate however is no longer a CarMax employee and we were unable to obtain his version of events and either confirm or deny Ms [redacted] allegationsWe therefore are providing Ms [redacted] with her desired resolution Specifically, we will contact the finance sources that reviewed Ms [redacted] application and obtained her credit report and request that they withdraw their inquiries To administer this, however, we may need Ms [redacted] assistance in providing these finance sources with a written request In the event this is required, we will contact Ms [redacted] for her assistance Regardless, any inquiry removal request to the relevant nationwide credit reporting agencies will take approximately days to process.Thank you for bringing Ms [redacted] complaint to our attention If you have any questions or concerns regarding our explanation, please do not hesitate to contact me at [redacted] or by email at [redacted] Sincerely, Brent A***Operational Compliance ManagerCarMax

March 27, [redacted] Revdex.com Moorefield Park Drive Suite Richmond, VA Re: MRS [redacted] Dear Mrs***, Thank you for forwarding the additional message in response to the complaint [redacted] received in your office from Mrs [redacted] regarding the previously referenced Vehicle In this message, Mrs [redacted] requests CarMax finalize the agreed upon reimbursement and finish all business with CarMax CarMax has been in contact with Mr [redacted] , the Vehicle Co-Buyer, since on or about March 16, in reference to the complaint [redacted] , Location General Manager presented two options for resolution to Mr [redacted] on or about March 17, Mr [redacted] advised he wanted to accept the offer of reimbursement for the missing option on or about March 20, Per his conversation with ***, the reimbursement will be processed after CarMax obtains signatures from Mr and Mrs [redacted] on resolution documents from our legal department Chris will be reaching out to Mr [redacted] once he has those documents and the transaction will be completed at that time Chris can be contacted directly at 859-264-ext CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] extension [redacted] if there are any further questions Sincerely, [redacted] Analyst, Customer Relations

January 30, [redacted] [redacted] RevDex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] [redacted] (VIN: [redacted] (the “Vehicle”)) Dear Mrs***, Thank you for forwarding the complaint received in your office from Ms [redacted] regarding the Vehicle purchased from CarMax of Milwaukee, WI – [redacted] ("CarMax") on October 20th, In her complaint, Ms [redacted] shared repair concerns regarding the radio installed in the Vehicle CarMax was aware of Ms***’s concerns prior to receiving this complaintMs [redacted] brought the vehicle to CarMax on December 12th, CarMax worked with an automotive electronics vendor to replace the radio in Ms***’s vehicle Ms [redacted] picked up the Vehicle on December 26th, and stated that the volume still could not be increasedCarMax verified this concern after diagnosis and is currently in the process of repairing the radio amplifierThroughout this time, Ms [redacted] has had transportation through her extended service plan and has also been provided a CarMax loaner vehicle Within her complaint, Ms [redacted] requested CarMax to cover the deductible for the amplifier repairMs [redacted] has not been required to pay any deductible at this time, but will be responsible for her deductible upon completion of the repair Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted] Analyst, CarMax Customer Relations