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CarMax , Inc.

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Phone: (804) 747-0422 View Additional Phone Numbers 12800 Tuckahoe Creek Pkwy, Richmond, VA 23238 http://www.carmax.com


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for CarMax , Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 805 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

805 complaints closed with BBB in last 3 years | 237 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 153
Billing/Collection Issues 39
Delivery Issues 8
Guarantee/Warranty Issues 68
Problems with Product/Service 537
Total Closed Complaints 805

Customer Reviews Summary Read customer reviews

50 Customer Reviews on CarMax , Inc.
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 0
Negative Experience 43
Total Customer Reviews 50

Additional Information

BBB file opened: January 19, 1994 Business started: 02/01/1956 in VA Business started locally: 01/01/1993 Business incorporated 02/20/1956 in VA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Motor Vehicle Dealer Board
2201 W. Broad Street, Suite 104, Richmond VA 23220
http://www.mvdb.vipnet.org
Phone Number: 804-367-1100
Fax Number: 804-367-1053

Type of Entity

Corporation

Business Management
Mr. Thomas J. Folliard, Chairman of the Board Ms. Jennifer B. Sheppard, Customer Relations Director Ms. Diane Cafritz, Legal Counsel Ms. Lynn Mussatt, Vice President Business Operations Mr. William D. Nash, CEO Ms. Michelle Stone, Paralegal Ms. Audrey Wilkins, Paralegal
Contact Information
Principal: Mr. Thomas J. Folliard, Chairman of the Board
Principal: Ms. Jennifer B. Sheppard, Customer Relations Director
Business Category

Auto Dealers - Used Cars Used Car Dealers (NAICS: 441120)

Industry Tips
Buying a Used Car Sale of Motor Vehicles by Licensed Dealers

Customer Review Rating plus BBB Rating Summary

CarMax , Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this vehicle form CarMax there was check tire pressure light on and the sales person said its nothing he would fill it up with air. Well he filled it up and while taking it for a test drive it came again I told him there is an issue with the tires. he said he will fix it. I bought the vehicle and the check tire pressure light came again on my way home. I called CarMax in Arlington and told them there is an issue with tires. they said they cant do anything the vehicle is sold. I went to my local tire shop there are 2 nails in 2 tires that are in the sidewall tires need to be replaced. CarMax dangered my family by not changing these tires. I have txt messages from the sales rep saying tires are ok he filled them with air and is not sure why air is leaking but they should be good. I have just bought this vehicle and regret purchasing from carmax

Location:
Make: 2015
Model: ****** ******
Owner/Co-Ownder? No

Desired Settlement: I want CarMax to change all 4 of my tires on my car with the same brand tires.

Business Response:

September 26, 2016

 

***** ****, Operations Supervisor                               

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: Mrs. ****** ****

Complaint ID: ********

2015 ****** ****** (the “Vehicle”), VIN: **************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated September 9, 2016 regarding the Vehicle purchased from the CarMax store located in Fort Worth, TX (“CarMax”) on or about August 30, 2016.

 

In the complaint, Mrs. **** states concerns regarding the tire pressure light coming on before she purchased the Vehicle, and then again once she drove the Vehicle home. Mrs. **** shares that when she reached out to CarMax she was told there was nothing that they could offer her. After this, Mrs. **** took the Vehicle to a tire shop where a nail was found in the sidewall of two tires. Mrs. **** requests that CarMax replace all four tires at no cost to her.

 

According to CarMax’s records, the Vehicle’s on-going issues with the TPMS light had never been brought to CarMax’s attention by Mrs. **** until the receipt of this complaint. Therefore, CarMax’s service department was not given the chance to verify the issues Mrs. **** was experiencing with the Vehicle.

 

Therefore, CarMax is unwilling to provide Mrs. **** with the resolution that she seeks, but has attempted to reach her by phone to discuss what options might be available at this time. If Mrs. **** would like to connect back with CarMax’s service department, she can call them at 817-801-1501 option 4.

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at (800)519-1511, extension *****, with any questions you may have.

 

Sincerely,

 

Gabrielle P*******

Analyst, Executive Response Team

Consumer Response:

Better Business Bureau:

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

I have text messages with the sales rep that sold me the car I have proof that I have communicated this is why I kept everything by text. I will end up taking Carnax to court for all the lies and putting my family in harm 

 

this is last opportunity before I proceed to court if you want txt proofs I have those also 

Regards,

****** ****




9/29/2016 Problems with Product/Service
9/27/2016 Problems with Product/Service
9/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: . Purchased a 2012 **** *** back in March 2016 about five month's ago from Carmax Irving Tx. After 30 day's my car ran hot . I took it back to the dealer they stated it was a temostate problem. So it was replaced. Back in August car began to over heat again. Had car towed to carmax. And Clayton which is extremely rude as well as the GM Matt . They stated I needed a 8000k motor and it was my fault. I told them how was it possible tomess up on a motor on my end and the car was over heating within 30 days. I then call the corporate office in Virginia spoke to vicki in customer relations. She send two week to tell me that they are siding with the store being stories werent lining up between both myself and dealer. I told Vicki I would like to speak to gm over operations and she told me there is no one else I can speak with as far as a manager may go. So I called back and asked for a manager Mr. Woods and they told me Mr woods cheif of operation want be able to speak with me. I have 30k car for 5 months and it over heats after 30 days and motor blows after 5 months not normal. Carmax is a rip off .

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: Repair cost of motor which is 8000k .

Business Response:

September 16, 2016

 

***** ****, Operations Supervisor                               

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: Mrs. ********** *******

Complaint ID: ********

2012 *** *** (the “Vehicle”), VIN: *****************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated September 3, 2016 regarding the Vehicle purchased from the CarMax store located in Irving, Texas (“CarMax”) on or about March 3, 2016.

 

In the complaint, Mrs. ******* states that in the beginning of August the Vehicle began to overheat, which she believes to be in relation to her previous replacement of the thermostat (brought to CarMax’s attention within her first 30 days of ownership). Based on this, Mrs. ******* is requesting that CarMax cover the cost to repair the Vehicle’s engine, which she states is $8,000.

 

According to CarMax’s records, the Vehicle’s thermostat assembly was replaced on or about April 8, 2016. CarMax did not hear back from Mrs. ******* until on or about August 18, 2016, after she contacted them in regards to the Vehicle’s engine overheating. During her conversation with CarMax, she shared that a mechanic informed her that the Vehicle would need a new head gasket. Therefore, CarMax offered to have the Vehicle towed in for further diagnosis at no cost to Mrs. *******.

 

Upon inspection of the Vehicle, CarMax determined that the engine damage was caused by continuing to drive the Vehicle while it was overheating, which would warrant an engine replacement. As a gesture of goodwill, CarMax offered to complete the engine replacement at their discounted cost due to Mrs. *******’s prior cancelation of her MaxCare Extended Service Plan (on or about March 11, 2016). This would take the cost of repair from $15,944.79 to $8,293.81. Mrs. ******* declined CarMax’s offer of assistance.

 

Based on the information above, CarMax will not participate in the resolution that Mrs. ******* seeks. However, CarMax’s offer to perform the repair at cost still stands; though the engine may vary in cost, depending on prices quoted by the vendor. If Mrs. ******* would like for CarMax to complete this repair at cost, she can reach out to CarMax’s Service Department at 972-721-0500 option 4.

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at (800)519-1511, extension *****, with any questions you may have.

 

Sincerely,

 

Gabrielle P*******

Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

********** *******




9/27/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The car I purchased was advertised as having more options than what it did. The price I felt was increased because of the options. I asked for it to be altered and by the amount of the package that was also not included in the price. The senior buyer told me they'd reduce it in a "good faith" gesture by $500. This is a luxury vehicle (Mercedes-Benz) and the key fobs are more than $500 in itself. The senior buyer asked me what I thought was fair and I stated I needed to review what MB USA stated the vehicle had on it. I needed to obtain the vehicle build list from MB USA. He stated he would look at that build list and go from there. Well, I got the build list and found it was more options NOT on the car but stated only in the packages which meant I didn't have those options at all. I tried to contact the business directly to no avail. They wanted to treat me like their mistake was my fault. So, I contacted customer service who again sided with the store even though it was stated it was their fault for mis-optioning the car initially. This has cost me time and money going back and forth with Carmax and their senior management. I wanted to keep the car which is why I invested the time and money into it. But the treatment that I received from the Potomac Mills store has been subpar to anything I have ever been exposed to. The options are $500 good faith, or return the car and have us look for you another. But, I have to do paperwork, redo all the information including the tags/license plates through DMV and insurance with another VIN or by removing this VIN. Who's inconvenienced? Me, the customer and it's not my fault. I am frustrated and angry that I was treated like an individual trying to get something for nothing.

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: I asked for the refund to be given in the amount of $1500-$2000 on the options that weren't on the car which were part of a complete package instead of single options. Once verified by MB USA, Carmax didn't acknowledge the VIN build list at all because they were identified as further fabricating the sticker price. The options my car did not have are in excess of $7k so I felt the credit I listed was fair. And, since I didn't want to return the car I felt it was a definitive compromise appropriate to the situation. However, I was offered the good faith and it made me feel like they just said, "take the $500 and get out of our faces". Now that the transaction was completed they no longer needed to offer great customer service to me.

Business Response:

September 21, 2016

***** ***** Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: Ms. ****** *****
Complaint ID ********
2012 ************* ****, VIN ***************** (the “Vehicle”)

Dear Mrs. ****:

Thank you for forwarding the complaint dated August 25, 2016, regarding the Vehicle purchased from the CarMax store located in Woodbridge, VA (“CarMax”) on or about August 9, 2016.  In the desired settlement, Ms. ***** requested for CarMax to pay her between $1500 - $2000 for the options listed, but not available on the Vehicle.

Soon after purchase, Ms. ***** contacted CarMax to advise them that the Vehicle was not equipped with a rear sunshade or parking sensors, which were listed on the window sticker of the Vehicle at the time of purchase.  CarMax researched the build sheet for the Vehicle (from the manufacturer), and identified that neither of these features were assembled onto the Vehicle at the time of production.

CarMax apologized for the oversight and assured Ms. ***** that the exclusion of these features did not affect the amount that she paid for the Vehicle.  In addition, CarMax also offered to find her a comparable ************* **** with the above referenced features.  Ms. ***** declined this offer due to her strong interest in the Vehicle.  Therefore, as an added gesture of customer service, CarMax offered Ms. ***** $500 for the inconvenience of the situation.  Ms. ***** declined this offer as well.  Both options were made available to Ms. ***** for up to 30 days after the purchase of the Vehicle.  However, CarMax was not contacted back by Ms. ***** until the receipt of this complaint. 

Based on CarMax finding the above offers to be fair, CarMax is unwilling to provide her with the resolution that she seeks. 

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (804)747-0422 extension **** with any questions you may have.

Sincerely,

Nekia W*******
Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

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

The details of this offer (synopsis) is inadequate.  CARMAX made me, the customer, go to Mercedes to get the original build list according to VIN when the buyer (John) stated he needed something concrete to see what was a "fair" option to me.  Next, when the build list was delivered to him from Mercedes and stated MORE options were not available on this car according to it, CARMAX and their representatives (employees) lied and said these items could have been removed from this car.  The offer of $500 off the list price for being over-optioned wasn't enough because clearly, with the invoice and the other VINs I listed in the complaint, another car, SAME TYPE/SAME OPTIONS, was listed at CARMAX for $2000 below.  So, they are well aware that these cars are priced differently.  It was an oversight on their management, an oversight on their buyer and an egregious ploy to downplay the scenario.  I will not be doing business with them ever again, nor will I refer anyone to them.  I continue and stand by my complaint as they are standing by their unwillingness to reduce the price to a fair and acceptable term.

Regards,

****** *****




9/26/2016 Problems with Product/Service
9/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought my car with Carmax on July 2012. It was a high interest (12%) finance because my credit history was new. I never missed a payment, never had any issues with Carmax. Well, until now. It’s 2016, I have about $5,800 left to pay on my car. I don’t need my car anymore, so I’m trying to sell it. I don’t have $5800 to go ahead and pay for the car, so I’m letting interested buyers know that it is financed. However, Carmax makes it IMPOSSIBLE for me to sell my car. I had dealers (including Honda) calling me interested on my car. However, once they ask who is financed it with, they run!! Carmax people says that once the balance owed is paid for, they will mail the Title to me (even though If it’s someone else paying to keep the car) and they will mail a title in 5 to 8 WEEKS. Why do they need 8 weeks to mail something that it’s already in the store where I bought my car from?? When I signed the contracts and what not to buy my car, the sales person showed me the car title with my name on it. Obviously, Carmax doesn’t want people to pay off their loans earlier, so they don’t miss out on Interest money. ps: not even the State of GA take 5 to 8 weeks to mail car titles..and it's the STATE!! Every title transfers or request for copies I've made with the State, I've gotten the title within 1 week.

Desired Settlement: I want to be able to sell my car, and in order to do so, I need to receive the title within 1 week.

Business Response: Dear Sir/Madam:
Thank you for sharing ******* ******' complaint and providing us the opportunity to respond. After reading Ms. ******' complaint, it is clear that she has received misinformation related to our title procedure. She states that she was told that it would take CarMax Auto Finance 5 to 8 weeks to mail her a title after paying her account in full. It is unclear from her complaint who she spoke with, but we would like to take this opportunity to reassure Ms. ****** that it will not take 5 to 8 weeks to receive her title after payoff. Ms. ****** also mentions the possibility of selling her vehicle to a third party, and she is concerned that the title would be mailed to her instead of the third party. We will address both concerns below. Ms. ****** should receive her title from the GA Department of Vehicles within 7-10 business days from our receipt of payoff. Moreover, if her payoff is received in certified funds, this timeline can be shortened to 5 business days. As to Ms. ****** selling her vehicle to a third party, if she would like her title to be sent to the third party that purchases her vehicle, she will need to fax the bill of sale to our titles department at the time of payoff. Our title department's direct fax number is ***** ********* Thank you, again, for bringing this complaint to our attention and for the opportunity to respond. We sincerely hope that this explanation is helpful to Ms. ******. If Ms. ****** requires further explanation regarding our title procedure, she should contact Jennifer A**** at ***** ******** ******

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

******* ******



9/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Multiple problems with repairs time with car in shop, repeated repairs on same car problems. Transmission problems and engine check light, rough running.

Desired Settlement: Have CarMax purchase car back at a fair market value. $7500 - from ****

Business Response: September 8th, 2016

***** ***** ********** **********                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: ****** ********
Complaint ID: ********
**** ********** ** **** *********** **** *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated August 26, 2016 regarding the Vehicle purchased from the CarMax store located in Midlothian, VA (“CarMax”) on or about June 11, 2013.

In the complaint, Mr. ******** refers to mechanical concerns that he’s experienced with the Vehicle within his time of ownership. He shared that there have been repeat issues with both the transmission and check engine light, and is now requesting for CarMax to purchase his Vehicle at ***** **** ****** ‘Fair Market Value’ of $7,500.

CarMax service records indicate that the Vehicle was brought in for an ignition coil and spark plug concern on or about November 17, 2014 and on or about January 20, 2015. On both occasions, CarMax diagnosed the Vehicle and made the necessary repairs. The ignition coil was covered under the terms of Mr. ********** MaxCare Extended Service Plan and CarMax’s 6-month/ 6,000 mile warranty.  Spark plugs are a ware and tear item, but CarMax replaced them at no cost to Mr. ******* as a gesture of customer service. On or about December 1, 2014 the Vehicle was brought in for a check engine light concern which was an indicator that the valve assembly needed to be replaced. This repair was covered under the terms of Mr. ********** MaxCare Extended Service Plan.

On or about January 8, 2015, the Vehicle was in for service due to another check engine light concern. Upon inspection, it was determined that the intake manifold needed to be cleaned – due to the intake runner sticking. The Vehicle was later brought in for a transmission light concern on or around June 3, 2016. However, this concern did not present itself to CarMax or the Volkswagen dealership that the Vehicle was sublet to. Therefore, no repairs were completed during this visit.

Most recently, on or about August 12, 2016, the Vehicle was brought in for service due to a check engine light concern. CarMax diagnosed the Vehicle and determined that the source of the concern was unrelated to any previous repairs, and would therefore be charged at CarMax’s standard rate – due to the recent expiration of his MaxCare Extended Service Plan. As a gesture of customer service, however, CarMax offered to cover the cost associated with this repair.

In regards to our initial appraisal offer, we do not use ***** **** **** when determining the value of a vehicle. However, after further research, CarMax learned that the amount that Mr. ******** is referring to ($7,500) is the ‘Private Sale Value’ for ***** **** ****, which is an estimate for if he had sold the Vehicle himself. Our appraisal offer of $4,500 for the Vehicle (on or about June 7, 2016) was $250 more than Kelly Blue Book’s ‘Trade-in Value,’ which would pertain to selling the Vehicle to a dealer. This offer was extended to Mr. ******** until August 31, 2016, which has now expired.

Based on the above, CarMax is unwilling to provide Mr. ******** with the resolution that he seeks. However, if Mr. ******** is still interested in selling the Vehicle to CarMax, he is welcome to bring it by the CarMax nearest him to have it reappraised at its current market value.
                                                                        
CarMax appreciates the opportunity to respond to this complaint.

Please contact me at *************, extension *****, with any questions you may have.

Sincerely,

Gabrielle P*******
Analyst, Executive Response Team

9/21/2016 Problems with Product/Service
9/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carmax ran my credit more than 20 times without my authorization. I authorized ONE TIME and i am still getting mail from different financial institutions of Carmax running my credit multiple times. Each inquiry is minus 2 points and I have contacted carmax and i have not gotten a reply

********* **** * ** ******* ***** ********** ** ***** ***** ****** **************** *********

Desired Settlement: REMOVE EVERY UNAUTHORIZED INQUIRY FROM MY CREDIT IMMEDIATELY

Business Response:

August 26, 2016

 

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

 

RE:     Consumer Complaint of ********* ****

           

Dear Sir/Madam:

 

Thank you for sharing Ms. ********* ****** complaint and providing us with the opportunity to respond.  *** **** alleges that we submitted over 20 unauthorized credit applications on her behalf.  Further, *** **** alleges that each resulting inquiry on her credit file reduced her credit score by 2 points.  *** **** accordingly demands that we contact the credit reporting agencies to request the removal of these unauthorized inquiries. 

*** ****** complaint is without merit based on her extensive transactional history with us.  On July 10, 2016, *** **** visited our Los Angeles, California store to request an appraisal of her **** ********** ******* and applied for credit on a **** *** ******* individually and then jointly with ***** *****.  Despite a credit approval, *** **** did not purchase the Terrain. 

 

*** **** returned to our Los Angeles store on July 12th, and visited our Torrance, California store on July 12th, July 13th, July 16th and July 17th.  Over the course of these visits, *** **** test drove a **** ****** ***** **** ********* ******** **** ********** ********* ***** and a **** **** *******, applying for credit on each of these vehicles, going back and forth between an individual application and a joint application with ***** *****.  Each of *** ****** 11 (and not 20+) applications was authorized. 

 

Prior to submitting each application, and as it does for every applicant, our Dealer Affiliate presented *** **** with an opportunity to review and agree to its Credit Application Terms and Conditions (“Consent Form”).  Among other things, the Consent Form authorizes our Dealer Affiliate and its finance sources to “use your credit reports and verify your application information.”  *** **** agreed to and signed a Consent Form for each application.  (*** ****** Consent Forms are attached.) 

 

Lastly, with respect to *** ****** assertion that her credit score dropped 2 points for each inquiry because of her credit applications, this is inconsistent with our understanding of how credit reporting agencies treat such inquiries. We encourage *** **** to review Experian’s FAQs which explain that multiple inquiries for the purchase of a financial product (e.g., an auto loan) within a short period of time such as 14 days is treated as a single inquiry and have little to no negative impact to a credit score.  This is consistent with an explanation provided by the Consumer Financial Protection Bureau (“CFPB”).  Since M** ****** applications were submitted over the course of 7 days, the resulting inquiries should have had little to no impact to her credit score.  (The ******** FAQs and the CFPB explanation are attached.) 

 

If *** **** has any further questions or concerns regarding our explanation, she is welcome to contact me by phone at ************ or by email at ************************.  Thank you for bringing *** ****** complaint to our attention.  If you need any additional information, please do not hesitate to contact me directly at the contact information provided above.

 

Sincerely,

  

Brent A****

Operational Compliance Manager

CarMax

***  *** ********* ****

 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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 am in receipt of a copy of the response that Carrnax sent to BBB dated 8/26/16. I am responding to the absolute lies that they have blatantly put down in writing. I DID NOT AUTHORIZE CARMAX TO RUN MY CREDIT MULTIPLE TIMES. I WANT EVIDENCE THAT I PUT MY HAND ON THEIR COMPUTER TO AUTHORIZE THEM TO RUN MY CREDIT MULTIPLE TIMES. I WENT IN TO CARMAX TO ON SOME OF THE DATES SPECIFIED AT THE REQUEST OF THEIR SALESPERSON TO TEST DRIVE CARS. FURTHERMORE, MY CREDIT WAS RAN WHEN I WAS NOT EVEN THERE AND WITHOUT MY KNOWLEDGE. IDENTIFICATION (DRIVERS LICENSE) WAS PROVIDED TO TEST DRIVE THE CARS ONLY!!!! MY CREDIT WAS STILL BEING RAN WITHOUT MY AUTHORIZATION EVEN AFTER I HAVE ALREADY PURCHASED A CAR FROM TIMMONS IN LONG BEACH. AT NO TIME DID I HAVE KNOWLEDGE THAT MY CREDIT WOULD BE HIT MULTIPLE TIMES, THIS IS UNAUTHORIZED, THEREFORE ILLEGAL WHAT THEY ARE DOING. REGARDING ANGEL GOMEZ, HE rs NOT A PART OF ME WANTING TO GET A CAR, I WANT HARD EVIDENCE THAT HE AUTHORIZED FOR HIS CREDIT TO BE HIT. HE PROVIDED HIS DRIVERS LICENSE TO TEST DRIVE ONLY!!!
I WANT HARD EVIDENCE THAT I AUTHORIZED CARMAX TO RUN MY CREDIT MULTIPLE TIMES. EACH CREDIT INQUIRY IS MINUS 2 POINTS. I WORKED HARD TO PRESERVE MY CREDIT, I WANT IT REMOVED
IMMEDIATELY.

9/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a **** ****** ****** from CarMax on April 25, 2016. It had 13,120 miles on it and seemed like a good vehicle. In the last week, I noticed that the headlight on the vehicle started leaking water. So I took it to ******** ****** ****** (the ****** dealer) to get a warranty repair done on it. When they looked into it, they told me that the headlight was leaking because the vehicle was involved in an accident and was not repaired correctly. The front panel on the frame was bent so the light was not properly installed and was leaking and will eventually cause a short. So the ****** dealer could not get the light back on right. When CarMax fixed it, they used a screw to screw the light onto the panel so it would look like there was no damage. The 3 year/36000 mile warranty is basically void because of the accident that CarMax hid So I took the vehicle to CarMax and they told me that they did not cause the damages and therefore I am responsible for the damages on the vehicle. They stated that they didn't sell the vehicle with the light installed with a gap. The gap was because the light was incorrectly installed because of the bent panel on the frame. Basically, CarMax sold me a salvage or junk car and the Autocheck and Carfax reports show no accidents. So I did a search on the vehicle and found the following websites and ******** screenshots of it ************* - shows a collision on the vehicle at 7,869 miles (before I bought the vehicle) **************** - shows a collision on the vehicle at 7,869 miles with damage on the left side and frame damage I also took pictures at the ****** dealer to show the damages that they showed me and I can send those. Now because of this, it would make me lose equity on the car so I can't sell it because there is negative equity. And the damages which they don't want to take responsibility for are very high cost.

Desired Settlement: I want a full buy back from CarMax plus $300 for tinted windows that I installed on the vehicle. I will do not want a trade in for a different vehicle from this company because of their shady business practices

Business Response:

August 29, 2016

  ***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: *** ******** *****

Complaint ID ********

**** ****** ******* *** **************** **** **********

 

Dear Mrs. ****:

 

Thank you for forwarding the complaint dated August 20, 2016 regarding the Vehicle purchased from the CarMax store located in Houston, Texas (“CarMax”) on or about April 25, 2016. 

 

Please be advised that Mr. ***** has filed a similar complaint with CarMax’s Legal Department, dated August 23, 2016. CarMax’s Legal Department sent Mr. ***** a written response to his complaint today via Federal Express.

 

Should Mr. ***** have additional questions or concerns, he may contact Jeanne K**** ********* in CarMax’s Legal Department, at ***** ********* **** *****

 

We, again, thank you for bringing this matter to our attention and allowing us the opportunity to respond.

 

Sincerely,

 

Nekia W*******

Consumer Response:

Better Business Bureau:

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

I sent the ******** letter to CarMax showing proof that they  sold me a wrecked vehicle. The vehicle was wrecked at 7,869 miles. They purchased the vehicle from a Salvage auction knowing it was a wrecked vehicle in San Antonio, TX and did not disclose this information to me. The vehicle is not being repaired by the ****** dealer under warranty because CarMax did shoddy repair job on the wrecked vehicle.

Their legal department stated that they are not responsible for the damages and will not give relief on this although they advertised the vehicle with a 3 year/36000 mile manufacturer warranty. They did not state that the warranty will not cover repairs because they decided to do sales fraud.

Regards,

******** *****




Business Response:

September 16, 2016

***** ***** ********** **********
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: Mr. ******** *****
Complaint ID ********
**** ****** ******* *** **************** **** **********

Dear Mrs. ****:

On or about September 15, 2016, CarMax attempted to make contact with Mr. ***** by phone, in order to offer him a written appraisal for the Vehicle in the amount of $16,000.00.  This offer does not reflect any deduction due to the current damage to the driver’s side headlight, but is contingent upon the Vehicle being in the same condition as when CarMax last saw it (with no new damage or excessive mileage).

If Mr. ***** would like to accept this offer, he is encouraged to visit CarMax’s Southwest Freeway location within 7 days from the receipt of this  response.  

Alternatively, CarMax is willing to fix the damage to the driver’s side headlight at no cost to Mr. ***** if he would like to keep the Vehicle.

If Mr. ***** has any additional questions or concerns, please request that he contact me at * *** ******** **** ******

Sincerely,

Nekia W*******
Analyst, Executive Response Team

*** ***** ********* ********
******* ******* ****** ****** ******
********** ******* ****** ***** ****
***** ********** ******* ******

Consumer Response:

Better Business Bureau:

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

This is completely unacceptable. Carmax did fraud and I said i do not want the vehicle. Carmax has to buy it back at the full cost I paid.

At this point Carmax will deal with my attorney

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

Regards,

******** *****




9/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased the vehicle back in august 2015 and within the first 30 days had problems with the driver window, passenger window and rear hatch regulators. We took the vehicle in and they replaced the driver door and passenger window regulators but insisted that the rear hatch was fine and had no problems. We told them the window would just roll itself down and then wouldn't roll back up for a while after several tries. A few months ago the window went down and would come back up. I took the rear gate inside panel off to see if I could fix the problem myself. All of the parts inside where so rusted they just feel part in my hands and inside and and the exterior is full of rust. I called the dealer ship and no one would return my calls so finally I wrote and email to the corporation and within hours the location was calling asking how they could fix the problem. I told Kelly the problem and that I had to spend 300 to fix window and that I was concerned that my vehicle was a flood vehicle. Carmax prides themselves on selling cars with only clean titles with no frame or flood damage. Kelly advised me to bring the vehicle up and they would refund the money I spent on the parts to fix window and the passenger window was acting up again and they would fix it as well. I took the parts up to show them how rusted it was and how concerned I was that I had spent thirty thousand dollars on a flood vehicle. They had my car for three weeks and said the car is not and a flood vehicle. They said that ther body shop D&T would sand the rust and repaint it and that ****** the owner of D&T said it would solve the problem. I went and met with ****** and asked him what he thought and he told me that it would be a temporary fix and would probably last about a year and that he told Carmax that the only way to fix the problem correctly is to replace the whole entire tailgate and asked me if the car was in a flood. I told Carmax what ****** had said and they told me that it was not sai

Desired Settlement: I have since spoke with several professionals and that they are saying this is a flood vehicle. Between all the rust and the weep holes in the bottom of the tailgate being clogged is a true indication that this vehicle is a flood vehicle. I would like a 100% guarantee that it is not a flood vehicle and if not the tailgate be replaced with a new one.

Business Response:

 August 25th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: C****** *****

***** ***************** **** ****** ******** *** **********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ***** regarding his purchase of the Vehicle from CarMax of Dayton, OH (“CarMax”) on August 31st, 2015. In his complaint, Mr. ***** requested that CarMax guarantee that the Vehicle was not flood damaged at the time of sale.  Conversely, if CarMax is unable to guarantee this, Mr. ***** requested for CarMax to eplace the tailgate component of the Vehicle, which contained rust.

After Mr. ******* purchase, CarMax  replaced  his driver and passenger side window motor – under the terms of CarMax’s 30-Day Limited Warranty. CarMax had no contact with Mr. ***** until on or about June 29th, 2016, when Mr. ***** mentioned the repair concerns listed above. At that time, CarMax completed an inspection of the Vehicle and found no existing signs of  flood damage. In addition, CarMax sent the Vehicle to a third-party vendor (**** **** ****”), who completed a diagnosis and determined that a sanding of the rust would address his concern.

 
In an effort of customer service, CarMax offered to have these repairs completed at *** **** ****, or a vendor of Mr. ******* choosing, at no cost to him.  Mr. ***** declined CarMax of Dayton’s offer and contacted myself in CarMax’s Customer Relations Department on or about August 15, 2016.  CarMax’s Customer Relations Department is continuing to research this matter for Mr. ***** and will continue to stay in communication with him regarding any new updates.

 
Therefore, based on the above, CarMax is unable to make any offers at this time, as it pertains to his requested settlement. Mr. ***** is welcomed to contact me at ************, ext. ***** with any additional questions or concerns that he may have

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

Consumer Response: Better Business Bureau:

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,

******* *****



The response from Carmax does not resolve the issue at hand. I spoke with ****** the owner of *** **** **** 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 hatch. What 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.  ****** 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.  ****** 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 it. According to Carmax standards and philosophy this vehicle should have never made there lot as a sellable vehicle. I'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. 

9/16/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Well Carmax claims when I got the car that they certified that it was in grade a condition however I immediately could feel that the engine was not giving enough power and that the usb hub didn't work and there were a few other problems. However they promised when I told them about these problems that they would take care of them sending it off to a specialist taking their word for it I believed this was going to be any easy fix. Especially since I have max care an warranty that they sell like it will cover every expense up to a few thousand miles. After they so called fixed the cars power output sending it to a dealer they claimed. I took it to two different car michanics who warned me this car also needed software updates. These updated have to do with the way the car cpu functions so it's important I asked Carmax to do this to which they said they have to take it in to see if max care could cover it eventually they said that they couldn't do it unless their specialist was there later however a different manager told me they could fix it Long story short they never fixed this issue though they spent time looking at it I had to pay the dealer at **** $125 at **** to undated software that should have been up to date when sold. More importantly snce then I have had other parts quit on me that are supposed to have a long life if they had been replaced properly before sale. Most recently it is my water pump and thermistat. Wager pumps can last up to 100,000 miles according to research I've only had this car for a few months so why am I having to pay almost 1,100 to for to replace these parts that come standard in a car, after they claim that they certified it's saftey it at purchase. I can't even go into how unorganized they are how many heads that are telling you different things. I put my car in their service many times with little to no improvement they fix minor things but not the major the warranty is a joke. Brian one manager claimed He would help but didn't.

Desired Settlement: What I would like is for them to do is ether fix my water pump an thermostat, pay for **** to do it or refund me the 1,100 dollars it cost me to have fix my car with a part they were supposed to sell it already having fixed it. I also want them to be warned to stop selling lemons for cars. Also I'm paying 335 a month for a used car plus they card just to look it over. However I just want the $1100 back that I have to pay **** to fix the car now

Business Response: August 25th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ****** ******

***** ****************** **** **** ******* *** **********

a Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ****** regarding his purchase of the Vehicle from CarMax of Los Angeles, CA (“CarMax”) on October 8th, 2015. At the time of purchase, Mr. ****** also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 60 months or until the Vehicle exceeded 150,000 miles with a deductible of $100.00. In his complaint, Mr. ****** requested that CarMax address repair the Vehicle's current concerns at no cost to him or for the cost for these repairs to be completed elsewhere.

        CarMax spoke with Mr. ****** on or about August 18th, 2016, regarding his request to repair or replace the water pump and thermostat. During that conversation, CarMax advised Mr. ****** that these repairs may be covered under the terms of his ESP. CarMax also spoke with the repair facility who agreed to submit a claim through Mr. ******’s ESP provider. CarMax has had no further communication with Mr. ****** since this conversation, but would be glad to discuss any remaining concerns that he has at *************** **** ******

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

9/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ********* *****. I purchased my first used vehicle from CarMax a year ago this past July. The **** **** ******** had one problem after another for month after month. I finally decided to have CarMax purchase the vehicle back from me. When I purchased the jeep I also purchased a two year extended warranty which I paid cash for that day. CarMax purchased the jeep from me over 5 weeks ago and I have yet to receive my refund from the unused portion of the warranty. I have spoken to two women in the business office in Fredericksburg who told me my money was on its way. I was also given a number to the Richmond office and she assured me that the check would be to me within the next two days. I still have not received my refund. The money that CarMax refuses to refund me has been mine all along, however CarMax has kept it in their account. I could have had the refund of my money invested over the last five or so weeks earning interest instead CarMax is profiting from my money. I have never purchased a vehicle at CarMax before this and I will never purchase one again from CarMax. You are delinquent on your refund policies and your employees have no problem giving false and inaccurate information to upset customers.

Desired Settlement: I want my money refunded to me immediately.

Business Response: August 25th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ********* *****

***** ****************** **** **** ******** *** **********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ***** regarding her purchase of the Vehicle from CarMax of Fredericksburg, VA (“CarMax”) on June 4th, 2015. At the time of purchase, Ms. ***** also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 48 months or until the Vehicle exceeded 125,000 miles. In her complaint, Ms. ***** requested that CarMax refund her the remaining portion of the ESP amount after she sold the Vehicle.

            CarMax spoke with Ms. ***** on the same day that this complaint was submitted. After speaking with Ms. *****, CarMax processed the refund and mailed her the check by the end of that day. A review of CarMax records indicate that this check was delivered to Ms. ******* home address.

            If Mr. ***** has any additional questions, she is welcomed to contact me at ************* **** ******

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

9/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought this car from carmax three years ago(2013) for $40,000.00 Recently i went to carmax 8/11/16 to get an appraisal, i was offered ($15,000.00) they didn't give me the ****** **** **** price($22,000.00). i went to ***** to get another appraisal,***** informed me that my car has a safety recall, which carmax did not informed me when i purchased it,or when i went to get it appraised. I called the *** customer service about the recall they said the parts are not made yet. So now me and my family are scared to ride in my car. Our lives are in danger, so now all i want is to trade in the car but no dealers including carmax is willing to give me a ****** **** **** price because of the recall. my frustration/complaint is my family don't want to ride in this car with me and i want to trade in for a fair price but due to the recall i'm stuck with this unsafe car. I feel like nobody is taking responsibility for this mishap, so the consumers are stuck with a death trap. I don't know who should be responsible for this. so if you could help me find a solution to this situation i would greatly appreciate this. Thank you in advance.

Desired Settlement: a fair ****** **** **** price. As soon as possible because I'm afraid to drive this unsafe car.

Business Response:

September 1, 2016

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: **** *******

Complaint ID: ********

**** *** ** **** *********** **** *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated August 19, 2016 regarding the Vehicle purchased from the CarMax store located in Henderson, Nevada (“CarMax”) on or about July 25, 2013.

 

In the complaint, Ms. ******* expresses concerns with a recall on the Vehicle, as well as the written offer she received after her recent appraisal from CarMax. Ms. ******* requests that CarMax provide an offer aligned with ****** **** **** pricing.

 

CarMax completed a recall search for the Vehicle (on the ******** ******* ******* ****** **************** *********** website) on September 1, 2016, which listed one open recall on the Vehicle. This recall was reported by the Vehicle manufacturer after the previously stated date of purchase for the Vehicle and is listed on the *********** website as February 5, 2016. A member of CarMax’s purchasing team called Ms. ******* on September 1, 2016 to talk about her recall questions and factors that may have impacted her written appraisal offer, including mileage, Vehicle features, the interior and exterior condition of the Vehicle, and market trends. CarMax’s records indicate that Ms. ******* was provided with direct contact information for the associate she talked with, should she have additional questions after that call. For details about how CarMax addresses recalls, Ms. ******* is encouraged to visit this site, *****************************************************  

 

As the original written offer is now beyond the seventh day from the date of appraisal and is no longer valid, Ms. ******* is encouraged to return to CarMax to have the Vehicle re-appraised. Should Ms. ******* wish to visit for an additional appraisal, CarMax will be happy to extend a written offer for the Vehicle.

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at ************** extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

9/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: By far thw worst customer service they ran my credit evan when i told them not

 

Desired Settlement: Get new rep manager heather and rep alvin are not good csr

Business Response:

Dear Sir/Madam:

Thank you for sharing Ms. **** ******* complaint and providing us with the opportunity to respond. Ms. ****** alleges that she never authorized us to submit a credit application on her behalf.  *** ******* desired resolution is unclear.  Nevertheless, based on a review of our records and an interview of the sales associate identified in the complaint, it is our conclusion that *** ******* complaint is without merit. 

On August 9, 2016, Ms. ****** visited our store in ********* ***** and submitted a credit application to finance the purchase of a **** ***** ******* (the “Vehicle”). Despite a credit approval, Ms. ****** did not purchase the Vehicle.  The next day, Ms. ****** visited our store in ***** ***** and purchased a **** **** ******* with her own finance source. 

Prior to submitting each application, and as we do for every applicant, we presented Ms. ****** with an opportunity to review and agree to our Credit Application Terms and Conditions (“Consent Form”) and she agreed to proceed with the application. Specifically, under the Consent Form, Ms. ****** authorized us and our finance sources to “use your credit reports and verify your application information.”

Additionally, the substantial amount and nature of personal information Ms. ****** voluntarily provided to us – e.g., name, address, length of time at address, previous address, phone number, date of birth, social security number, employer, length of time with employer, and income – support her intent to apply for credit on the Vehicle.   

If Ms. ****** has any further questions or concerns regarding our explanation, she is welcome to contact me by phone at ************ or by email at *************************  Thank you for bringing *** *******s complaint to our attention.  If you need any additional information, please do not hesitate to contact me directly at the contact information provided above.

Sincerely,

  

Brent A****

Operational Compliance Manager

CarMax

9/13/2016 Problems with Product/Service
9/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The vehicle was reconditioned for sale by Carmax prior to our purchase. Shortly after purchasing the vehicle in April 2016, it was taken to a ************* dealer for inspections. They noted the two front tires had dry-rot, the front rotors needed to be replaced, and the brake fluid was discolored. After taking the vehicle back to Carmax with the report, they only address the issue of the dry-rot back in May 2016. In June, I called about the constant squeaking that began after having the vehicle serviced in May. I was told the brakes needed to be worn in and outside conditions causes the brakes to squeak. It is now 2 months later, my brakes are still squeaking and I am being told the same thing. My rotors were measure back in April and again in August. In April the measurements ere about 1.16XX. However, In August they measured 1.19XX. How is this possible? I took the vehicle to Firestone on 8/13/16 and was told that the vehicles is squeaking because new brake pads were added, but the rotors were not serviced. It was speculated that the rotors were not serviced because they were to thin to be resurfaced and they would have needed to be completely replaced.

Desired Settlement: Replace the brake pads and rotors, simultaneously.

Business Response:

August 26, 2016

***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

*** ****** *****

**** ************* ****** **** ***************** ***** *********

Dear Mrs. ****,

Thank you for forwarding the complaint received in your office from ****** ***** regarding the Vehicle purchased from CarMax of Jacksonville, FL (“CarMax”) on April 20, 2016. In the complaint, Mr. ***** details concerns with the Vehicle’s brakes and requests that CarMax replace the brake pads and rotors, simultaneously, at no cost to him.

On or around May 3, 2016 Mr. ******* wife brought the Vehicle to CarMax for service.  During this visit, CarMax replaced the two front tires, tested the brake fluid and measured the pads and rotors. At this time, CarMax confirmed that the brake fluid, pads and rotors were all within guidelines and that no repairs or replacements were necessary.

On or around August 9, 2016, Mrs. ***** brought the Vehicle back to CarMax, stating the brakes were squeaking and that the rotors still needed to be replaced. CarMax again inspected the pads and rotors, and found them to be within guidelines. During the visit, CarMax allowed Mrs. ***** to view the Vehicle while it was on a lift, and also showed the family member the related brake measurements.

Following the August 9, 2016 service visit, Mr. ***** called CarMax requesting an additional brake inspection.  CarMax scheduled an appointment for August 19, 2016. However, he did not show for this appointment.  CarMax then placed a follow-up call to Mr. ***** in an attempt to reschedule his appointment, but has not heard back from him as of August 26, 2016.

On both above occasions, CarMax measured and inspected the brakes, confirming that all examined parts met guidelines.  Therefore, CarMax has made the decision to decline Mr. ******* request for replacement.

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 ************** ext. ******

 

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

9/7/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased car on Wednesday 8/3 with guarantee of 126 point inspection as well as "Carmax Quality Certified." Drove car for 1 day to find out that the car had in fact not been inspected at all. . Car required over 5 repairs, including new wheel barrings, an alignment, new breaks, new tires, ect. All of which if not noticed, could have seriously injured myself or my family. After 5 calls to the service department throughout the day(8/5), all of which led to reps relaying that repairs were actively being made and that it should be completed that day, we were told 10 minutes before they closed that in fact no repairs had been made what so ever and we would pick the car up on Monday 8/8. Monday 8/8 comes and we call about car. Repairs had still not been made, spoke with service manager mike about poor expectations and service, reassured me with a guaranteed re-inspection from the service manager Mike and we would receive the car back on 8/9z . Received car back on 8/9. Manager mike promised all repairs had been made and reinspection had passed. It is now 8/10 and there is still repairs that have not been made. Repairs as obvious as the headlights don't work. Attempted to call 7 times with no replies from the service center. Worst experience I've ever had with a business

 

Desired Settlement: I want the truth. I want to actively see the car inspected or be given some type of monetary value for the damage they caused and could have possibly caused medically with falsifying the information they had given me. They have made us feel stupid, made us wait days, hours, a week for nothing. Wasted so much of our time. They have to make this right.

Business Response:

August 22, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: *** ******* *******

Complaint ID: ********

**** ******* ******* **** *********** **** *****************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated August 10, 2016 regarding the Vehicle purchased from the CarMax store located in Knoxville, Tennessee (“CarMax”) on or about August 3, 2016.

 

In the complaint, Ms. ******* describes concerns with the Vehicle’s wheel bearings, alignment, tires, brakes, and headlights. She requests that CarMax allow her to be present for the inspection process or provide her with store credit for damage that she feels could have taken place.

 

Records for the Vehicle state that the initial CarMax Quality Certified inspection was completed on or about July 20, 2016, prior to the original purchase date. After purchase, company records indicate that CarMax addressed issues with the Vehicle’s third brake lamp, wheel bearings, and tires during the initial service visit, starting on or about August 5, 2016. Documentation from the service department states that an additional CarMax Quality Certified inspection was completed on the Vehicle during this visit, as promised to the primary owner of the Vehicle (and requested by Ms. *******).

 

Soon after the Vehicle was picked up from CarMax on or about August 8, 2016, it was noted that the left high beam light was inoperable and a faint noise could be heard when using the cabin blower fan. CarMax offered the primary owner of the Vehicle the option to either repair these concerns at no cost or return the Vehicle, should he wish to do so. The primary owner of the Vehicle elected for CarMax to repair the mechanical concerns on or about August 10, 2016. These repairs were completed by August 11, 2016. CarMax’s records also indicate that a loaner vehicle was provided during both occasions when the Vehicle was at the service department.

 

While CarMax previously offered the option to return the Vehicle outside of the 5-Day Money-Back Guarantee period, Ms. ******* and the primary owner elected to maintain ownership of the Vehicle. Based on this, in addition to CarMax’s gesture to perform a second CarMax Quality Certified inspection on the Vehicle at no cost, CarMax feels that they have adequately addressed her concerns and will therefore not be participating with any additional offers of assistance.

 

CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.

 

Please contact me at ************** extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

9/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to CarMax back in June 11, which was a Saturday to see if I could trade my car. It was about an hour to close and we looked at cars, and I finally found a car that I kind liked to trade in. The sales man - name Paul - said to me that the valuation on my car was done and we should go in and sit and talk about it. He says to me that they offered 7000.00 for my car. I knew right way that I was not going to continue the business, because I would have a 5000.00 dollars upside-down, and I didn't have that much to put as a down payment. Paul says to me, well let me see how much is going to be your payoff in your car, I told him I had the Bank app in my phone and I could just tell him my pay off and he continue saying that he needed to look through his system. So, I gave in and just answered his questions, which I was kind iffy about it, because he asked for my social and my son was with me and he even mentioned why he needed that since we knew that we were not going to continue the business. He said he needed to look up my payoff. After a while he couldn't get anything, because he said the system was closed since they had closed at 9 pm. The sales man name Paul says to me that he will call me Monday to tell me my payoff. I was like okay. Didn’t have too, because I didn’t care. He saw my reaction of how much they offered me for the car, and the upside down was too high. No one in their right mind would do that. I wanted a sport SUV, nut I didn’t need one. Monday, Paul called me and I was at work. I am a teacher, so I could not answer him. Later I forgot to return his phone call, so I told my son that he had called, and my son said: mom, why are you returning his phone call? He knows you are not doing it. I thought the same so I never called him back. Since then I have received 23 declining letter of credit that Mister Paul has run my credit like crazy. My credit history says I have excessive inquires. Thanks to him. I have all the letters and I called one of the banks and I was told that each reference is one credit inquire. I called his manager immediately and he says to me: What do you want me to do? That is nothing I can do mam. I posted on their website and a representative from somewhere in their corporate, named Curt, and said he was going to look into it, and he took his sweet time when I contacted them more or less in the end of June, because I kept receiving declining letters. Finally, he contacted me by middle July and I have all of our communication saved. He said that he could not help me. Basically said that was nothing he could do for me. All I want, and I mentioned to him – was a letter stating that this was their mistake so I could dispute all these inquiries, and he said he couldn’t do that.

Desired Settlement: I would like a letter instating that it was their mistake, so I can dispute with all 3 credit agencies. Or they can do it themselves, but I want proof that they did it.

Business Response: September 2, 2016
 
BBB Serving Central Virginia, Inc.
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236

RE:     Consumer Complaint of ***** *******

Dear Sir/Madam:
Thank you for sharing Ms. ***** ********* complaint and providing us with the opportunity to respond.  Ms. ******* alleges that she never applied for credit with us and is therefore disputing the related inquiries on her credit file. 
Our records reflect that Ms. ******* visited our Las Vegas store on June 11, 2016, seeking an appraisal of her **** ****** ******.  We appraised, and extended an offer of $7000, for the ******.  At that time, the approximate payoff balance on the ****** was $13,517, a difference (and negative equity) of approximately $6,517.
At this stage, Ms. ********* version of events differ from our records.  Specifically, our records reflect that Ms. ******* (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 **** ***** *****
Ms. *******, however, contends that our sales associate requested, and she provided, her personal information to obtain the payoff information on her ******, 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. *******.  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. ********* allegations. 
We therefore are providing Ms. ******* with her desired resolution.  Specifically, we will contact the finance sources that reviewed Ms. ********* application and obtained her credit report and request that they withdraw their inquiries.  To administer this, however, we may need Ms. ********* assistance in providing these finance sources with a written request.  In the event this is required, we will contact Ms. ******* for her assistance.  Regardless, any inquiry removal request to the relevant nationwide credit reporting agencies will take approximately 30 days to process.
Thank you for bringing Ms. ********* complaint to our attention.  If you have any questions or concerns regarding our explanation, please do not hesitate to contact me at ************ or by email at ************************* 
Sincerely,
 
Brent A****
Operational Compliance Manager
CarMax
 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

***** *******



9/1/2016 Problems with Product/Service
9/1/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a car from carmax in 8/2015 at the time I asked for the carfax and I was provided with an autocheck report and I was told that it’s the same if not even better then carfax. The autocheck report didn’t show any history of accidents or damages prior to 8/2015. One week after I took the car home I started noticing a lot of drivability issues and I contacted carmax to check whats going on with the car. I was told to bring it back for service. After the 4th time at carmax service department I decided to take the car to a certified ******* dealer for diagnosis and repair. The dealer found a lot of mechanical issues with the car and contacted warranty to approve the repairs. I recently took the car back to ******* dealer for more issues and to my surprise I was told and shown a carfax with an accident and damage reported to DMV in 2012 that Carmax didn’t disclose to me. I contacted Carmax in Modesto CA and spoke with the sales manager named Chase. He told me that there is nothing carmax can do for me at this time and I have to deal with my problem on my own.

Desired Settlement: I would like Carmax to take back their car and pay off the remaining of the car loan.

Business Response:

August 23, 2016

***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ***** *****

**** ******* ****** **** ***************** ***** *********

Dear Mrs. ****,

Thank you for forwarding the complaint received in your office from ***** ***** regarding the Vehicle purchased from CarMax of Modesto, CA (“CarMax”) on August 2, 2015. In the complaint, Mr. ***** states that the Vehicle has had multiple service concerns since the time of purchase.  Additionally, Mr. ***** states that he was advised that a CarFax Report shows an accident on the Vehicle, prior to his purchase from CarMax.  Mr. ***** requests that CarMax buy back the Vehicle for the remaining amount owned on the loan.

CarMax’s records indicate that Mr. ***** brought the Vehicle to CarMax for service on or around August 4, 2015.  CarMax completed the necessary repairs, which included a tire inflation service, front brake pad replacement and front rotor resurfacing.  On or around August 7, 2015, Mr. ***** brought the Vehicle back in for service stating an additional brake concern.  CarMax replaced the front brake pads with Original Equipment, and machined the front rotors.

In regards to concerns related to the Vehicle’s history, CarMax’s sales process includes reviewing an AutoCheck Vehicle History Report (“AutoCheck Report”) for each vehicle prior to purchase.  At the time of sale, CarMax ran an AutoCheck Report on the Vehicle and identified that there were no accidents reported.  After receiving this complaint, CarMax ran an additional AutoCheck Report on the Vehicle and verified that there were no new details indicating impact to the Vehicle.  CarMax later verified an incident dated December 5, 2012 on the CarFax Report.

While CarMax cannot verify the accuracy or completeness of any report, they would be more than willing to contact CarFax or AutoCheck to clarify or correct any inaccurate reportings.  In addition, CarMax does not guarantee an accident-free vehicle.  However, it is a guarantee of CarMax’s to not sell a salvaged, flooded or frame-damaged vehicle.

Based on the above, CarMax declines Mr. ******* request to buy back the Vehicle but would be happy to provide him a free written offer for the Vehicle if he would like to sell it.

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 ************** **** ****** 

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

Consumer Response:

Better Business Bureau:

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

Carmax sales rep assured me that the car in question had no accident on both carcheck and carfax at the time before i decided to go forward with the deal. i would like carmax to take responsibility for this matter.

I would consider $18000 towards the car loan instead of the $15000 I was offered when i took the car for an appraisal to be payed and I will pay the remaining balance.

I also want carmax to contact carfax and carcheck to make the necessary correction. If carmax advertises that consumer satisfaction is their #1 priority they should step up and make this right for their repeated costumers. 


Regards,
***** *****

8/31/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a **** ****** ********* not even two months ago from Carmax at the Orlando location and immediately had issues with it idling badly and additional electrical issues. We brought it to the dealership in Jacksonville (we live in Palm Coast but I work in Jacksonville) and Jason was kind enough to provide a loaner, but our car instead had to be taken to the local Subaru dealership (because Carmax wasn't equipped to deal with the problem), where it sat for almost two weeks before we got it back. We were told all they supposedly did was just reset the error code, no repair was actually performed. So it was a waste of being without the car for 2-weeks. Upon picking it up, two days later three lights came on ABS, Hill, and the all-wheel drive. I made an appointment to bring it out there and before I brought it in, they went out, which would have kept them from being able to diagnose it. I was told that if it happened again they'd certainly stand behind it. This morning, they came on and I couldn't take the car out of Park without turning the car off/on 4 times. I called this morning and was told that now we'll have to pay a $115 diagnostic fee plus the cost of the repair and that they're not standing behind because we're outside 30 days. We haven't even made our second payment on it yet. Needless to say we're extremely dissatisfied. The buying experience may be great (and it was) but the after the sale part of things has been a nightmare, especially since Carmax can't take care of the issue on their own and has to sub it out, and then essentially washes their hands of you barely two months after the fact. I've owned a dozen cars in my life (we bought all of them at the same dealership because the service was so great) and I've never been treated so poorly. After spending $20k+ on a vehicle that has had issues from the start, and after being told that if it happened again they'd help us, I'm stunned that we were left like this.

Desired Settlement: All I want are the electrical issues fixed. We've barely had the car that long and I specifically went to a dealership like Carmax to prevent this exact situation from happening as they're supposed to be a reputable dealership that cares about their customers. If it was a year from now, I'd understand that these problems would be mine to deal with. But I just bought mere months ago and had issues within the first 30 days, and they've obviously just gotten worse. If they're not willing to fix the car, then I'd like to return the vehicle.

Business Response: August 17th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: *** *****

***** ***************** **** ****** ********* *** **********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ***** regarding his purchase of the Vehicle from CarMax of Jacksonville, FL (“CarMax”) on April 24th, 2016. In his complaint, Mr. ***** requested that CarMax either repair any outstanding electrical concerns no cost to him), or allow him the ability to return the Vehicle.

            Mr. ***** brought the Vehicle to CarMax in approximately June of 2016 to address the concerns mentioned in the complaint.  CarMax reviewed his concerns and sublet the Vehicle to the Subaru dealership for further diagnosis and repair, all under the terms of CarMax’s 30-Day Limited Warranty.

Mr. ***** contacted CarMax back shortly after the repairs were completed on the above date, stating that the Vehicle was exhibiting the same symptoms as were present during his previous visit.  CarMax requested that Mr. ***** bring the Vehicle back to CarMax on or about for a diagnosis at no cost to him.  Mr. ***** did not show up to this appointment and has not been back in contact with CarMax – until the receipt of this complaint.

            In an attempt to resolve this, however, CarMax invited Mr. ***** to bring the Vehicle in for a service appointment on August, 19th, 2016. At that time, CarMax replaced a stop light switch at no cost. There were no additional repairs needed at that time.

            If Mr. ***** has any additional questions, he is welcomed to contact me at ************* ext. *****.

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

8/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Brought car in for oil change and upon leaving the facility the air conditioning was not cooling. I was dismissed and requested to speak with a supervisor. They refused to evaluate the problem at that time and set an appointment 2 weeks later. I was told they could not have had anything to do with the problem despite having worked on the car with subsequent malfunction of the Ac. Cause and effect and timing was readily apparent. The fact that they were dismissive and refused to check their work in a timely manor is poor customer service. On return they again were dismissive and delayed checking the car. They should be more conscientious of their work and more courteous and helpful to customers. Poor service overall. I just need them to evaluate and repair whatever problem occurred at the time of their servicing my car.

Desired Settlement: Repair my air conditioning and offer addition oil changes and service as restitution for my inconvenience and poor cooling for 2 weeks in 100 degree temperatures

Business Response:

August 2, 2016

***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ********* *********

**** ****** ****** ****** **** ***************** ***** *********

Dear Mrs. ****,

Thank you for forwarding the complaint received in your office from ********* ********* regarding the Vehicle purchased from CarMax of San Antonio, TX (“CarMax”) on November 30, 2015. In the complaint, Mr. ********* states that the Vehicle’s air conditioning failed after having the oil changed by CarMax, and requests that CarMax repair the air conditioning and provide him complimentary oil changes as restitution.

According to CarMax records, Mr. ********* brought the Vehicle in for an oil change on July 26, 2016.  CarMax completed the oil change and returned the Vehicle to Mr. ********* the same day.  A manager spoke with Mr. ********* about his concern with the air conditioning and scheduled the next available appointment, which was August 9, 2016. 

On August 9, 2016, CarMax inspected the Vehicle and found that the air conditioner was operating as designed. CarMax did discover that the Vehicle was about .10lbs low on Freon, and recharged the system at no cost to Mr. *********.  Additionally, a CarMax service member measured the air conditioning temperature alongside Mr. ********* and also explained the functionality of the recirculation button, which was found to be off at the time of service.

A member of CarMax management placed a follow-up call to Mr. ********* on August 11, 2016 to discuss his experience.  Mr. ********* advised that he would need to return the phone call at a more convenient time.  CarMax considers the air conditioning concern to be fully resolved, but is also happy to discuss Mr. *********’s experience further with him if he would like.

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 ************** **** ******

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

8/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The 2012 came with a 30 day warranty. Which I thought was ridiculous it should at least have a 90 day. As soon as I drove the car off the lot I called the sales lady and said something wrong with the motor. I brought the car in for service 3x in the 30 days for numerous problems. Many of which they service dept said they checked and nothing is wrong. There was a unk missing out of the rear tire they would not replace the tire when I had the car less than 2 wks. Now 2 mons of owning the car the check engine light is on and they won't even check it for free. I told them the clicking noise in the dash when a/c was on so I had to make an apt. When I get there sitting for an hr or longer they come out and say we have to order the part, mind you this location is 2 freeways from my house. They knew what my car needed when I made the apt. Etc

 

Desired Settlement: I want this company to stand behind the cars they sale and fix whatever is wrong with my car for free.

Business Response:

August 23, 2016

 

***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: *** **** ** ********

Complaint ID ********

**** ******** *** **** *********** **** *****************

Dear Mrs. ****:

I am writing in response to your letter dated August 7, 2016, regarding the Vehicle purchased from the CarMax store located in Henderson, Nevada (“CarMax”) on or about May 21, 2016.  Ms. ******** states that there were several concerns with her Vehicle during the 30-Day Limited Warranty (in which CarMax repaired), and is now requesting that CarMax repair any new concerns with the Vehicle at no cost to her.

CarMax’s records indicate that the Vehicle was brought in for service on or about May 27, 2016, June 6, 2016 and June 20, 2016, for several concerns (not to include a check engine light concern).  On each occasion, CarMax diagnosed the Vehicle and made the necessary repairs – all under the terms of their 30-Day Limited Warranty.

Based on the above, in addition to Ms. ********’ election not to purchase an Extended Service Plan at the time of sale, CarMax is declining the settlement as set forth in the complaint.  However, if Ms. ******** would like for CarMax to diagnose and repair any new concerns with the Vehicle at their standard rate, she may contact the CarMax nearest her to schedule a service appointment.

CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.

 

Please contact me at (************ extension **** with any questions you may have.

Sincerely,

 

Nekia ********

Analyst, Executive Response Team

8/24/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The Lender, CarMax, sold me a bundled loan to finance the purchase of a car and an extended warranty on or about 3/13/2013. 100% of the cost of the car, extended warranty, taxes and fees, totaled $49,350.17, were financed. I was duped into this loan believing that the Lender will cover the repairs under it's MaxCare warranty program. While on my way to work on the morning of 7/27/16, a yellow "warning light" came on indicating "coolant low" with a message to "drive moderately". I reduced driving speed, exited the freeway, and drove slowly to a *** certified auto shop nearby. The auto repair shop identified a failed water pump system and Lender approved the repair (completed on 7/28/16). Once the water pump system was replaced, diagnostic showed the engine had failed along with the water pump but not diagnosed earlier due to a malfunctioned water pump system. Lender immediately deny request to repair engine claiming engine failure was due to overheating caused by owner's negligence. 1) Lender asked that the owner (me) to pay for the labor cost (~$2000-$3000) to take apart the engine to inspect components that may have caused the failure, and prove the damage was not caused by the owner's negligence, before the Lender will even consider the claim (not approve the claim). 2) Lender claimed engine failed due to over heating from lack of coolant over the phone without physical inspection. Lender already conceded water pump system failure is covered under the warranty by approving that claim. If the engine failed due to overheating from lack of coolant, it was caused by a failed component covered by the warranty, not by the owner's failure to maintain adequate coolant level. 3) Lender falsely denying claim accusing owner's negligence. **** *** *****, is not equipped with an engine temperature gauge for the driver. No way to monitor engine temp other than vehicle warning lights. No warning light of engine overheating ever came on.

Desired Settlement: 1) Lender to cover the repair of the engine in accordance to contract; or 2) Unwind the loan and refund 100% of my proceeds including finance charges paid in exchange for the car in as-is condition.

Business Response:

August 19, 2016

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE:       Consumer Complaint of ***** ****

             Complaint ID: ********

     Retail Installment Contract Dated 03/19/2013 (the “Contract”)

             Account No. ********

           

Dear Sir/Madam:

 

This is further to the above referenced consumer complaint.  Thank you for bringing Mr. ****** complaint to our attention and for the opportunity to respond.  Mr. **** filed an identical complaint to the Consumer Financial Protection Bureau. ****** **** ******** *** ******** ** *** **********

We, again, thank you for bringing this matter to our attention and affording us the opportunity to provide this explanation.  If you have any further questions or concerns, please feel free to contact me at ***** ******** or by email at *************************  

Sincerely,

Brent A****

*********** ********** *******

CarMax Auto Finance 

 

CC: Henry Chen

Consumer Response: Better Business Bureau:

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

CarMax claims that the warranty sold to me is 3rd party is false.  The warranty sold to me is MaxCare, which is prominently displayed on Carmax's website, not a 3rd party vendor.


Additionally, the warranty claim administrator is not "working with" me.  They have unreasonable demands which essentially put the claim review process at indefinitely open.  attached is my correspondence with the MaxCare.  Maxcare is still demanding that I spend ~$2500 to perform a "diagnostic" before they'll consider the claim.  Once a again, the demand is unreasonable and simply a stalling act.

Regards,

***** ****




8/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased my vehicle November 2013. I began having electrical problems in July 2014. the car would just shut down while driving and would not start again. This has happened more then four times. First two times they said it was the alternator which was replaced twice and the problem kept recurring. In November, 2015 it happened. In December 2015 it happened and they had my car for over 30 days. It has occurred again in June, 2016 and they have had the car since. I have called the Customer resolution number and spoken to ***** three times. I have had no resolution to this at this point. The car is unsafe to drive. they can't fix it. I have the CarMax warranty that I purchased with the vehicle.

Desired Settlement: I want CarMax to repay me for the price of the car plus the warranty and any taxes and fees as well as car payments from time of first problem to now. I have routinely had to take my car to them for the same issue. they clearly did not inspect the electrical system per their "certification" process that they advertise and claim.

Business Response: August 9th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ****** *********

***** ***************** **** ***** **** *** **********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ********* regarding her purchase of the Vehicle from CarMax of Roseville, CA (“CarMax”) on November 27th, 2013. At the time of purchase, Ms. ********* also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 72 months or until the Vehicle exceeded 150,000 miles with a deductible of $300.00. In her complaint, Ms. ********* requested that CarMax refund her the purchase price of the Vehicle and all payments that she has made since her purchase.

            Ms. ********* towed the Vehicle to CarMax on approximately June 22nd, 2016, with a no-start concern. At that time, CarMax took the Vehicle to a local ***** dealer to have a diagnosis completed. ***** replaced the inline fuses on the Vehicle to address the concern and then test drove the Vehicle on a daily basis for approximately four weeks to ensure the concern was resolved. The repair completed by the ***** dealership was covered under the terms of Ms. *********** ESP. In an effort of customer service, CarMax did not charge Ms. ********* her deductible charge.

            CarMax will not be participating in a return for the Vehicle as the return period that CarMax offers at the time of purchase has expired. In an effort of customer service, CarMax has agreed to honor an appraisal offer for the Vehicle from approximately January of 2016 in the amount of $10,000.00. CarMax would be happy to address any repair concerns that Ms. ********* may have under the terms of her ESP.

            If Ms. ********* has any additional questions, she is welcomed to contact me at ************, ext. *****.

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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.]  I am not satisfied as I have had the same issue with this vehicle four times.  Every time they do some nominal repair and then a few months later it happens again.  I have had to have the car towed on four occasions, three to CarMax.  they have sent it to ***** on more than one occasion.  The car shuts down entirely.  It's not simply a no start.  It shuts down while it is being driven in the middle of the road/highway where ever you happen to be and will not restart.  No power whatsoever, no power steering etc.  So it shuts down in the  middle of a busy street and becomes a sitting duck for the next car or truck to hit it.  it is extremely unsafe.   they say the have confidence it is now fixed, but they were confident it was fixed the last three times as well and it was not.

It has come to my attention that there is now a class action lawsuit pending against ***** for these type of issues.  I previously sent you a link to that information.

Regards,
****** *********

8/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We gave this company the benefit of the doubt, but it was a waste of time. Very unsatisfied with the way their representatives and managers handle situations, very unprofessional and unorganized. After multiple vehicles purchased, they continue to have mechanical issues and even attempting to purchase a third vehicle was impossible. Not one attempt was made to make it right.

 

Business Response:

August 18, 2016

* ***** ***** ********** **********     

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: ***** ********

Complaint ID: ********

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated August 6, 2016 regarding the vehicle purchased from the CarMax store located in Tampa, Florida or Orlando, Florida.

 

In the complaint, Ms. ******** describes mechanical issues with the vehicle, as well as difficulty purchasing another car. She requests no settlement and states that she submitted her letter for informational purposes only.

 

CarMax recently worked directly with the owner of the vehicle to address the current mechanical concerns, but would be happy to reconnect with him or her, per their request.

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at ************** extension *****, with any questions you may have.

Sincerely,

Kristina S*****

******** ********* ******** ****

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,
***** ********

8/23/2016 Problems with Product/Service
8/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The day I purchased the vehicle, September 1st 2015, I noticed a problem with the air conditioning. It will run cold for a few minutes then it will turn warm. I took it in for service but the repairman couldn't find the problem. I'm still having that problem so I contacted Carmax corporate office via a letter. They did contact me but because I didn't purchase a warranty they won't repair it. Being that the air conditioning system was problematic the day I purchased the vehicle, I'm asking for them to fix the AC in my car at no cost to me.

Desired Settlement: I would like for Carmax to repair the air conditioning system in my car at no cost to me.

Business Response:

August 11, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

*** ******* *******

Complaint ID: ********

**** ***** *** **** *********** **** *****************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated July 27, 2016 regarding the Vehicle purchased from the CarMax store located in ************ ******* (“CarMax”) on or about September 1, 2015.

 

In the complaint, Ms. ******* describes concerns with the Vehicle’s air conditioning system and requests that CarMax complete the necessary repairs at no expense to her.

 

Repair documentation states that Ms. ******* visited CarMax on or about September 17, 2015 to allow the service department to look into a few issues during her 30-Day Limited Warranty period. Service records state that while Ms. ******* stated the air conditioning was blowing warm air, CarMax completed proper diagnostic testing and found the system operating as designed. As a result of this, no repairs were completed for this specific concern. Service documents state that Ms. ******* scheduled a second visit for the air conditioning concern on or about January 11, 2016, and did not attend her appointment as scheduled.

 

Company records indicate that CarMax then received a letter from Ms. ******* regarding this concern on or about June 23, 2016. After receiving her written correspondence, a member of CarMax’s Customer Relations department called Ms. ******* on or about June 27, 2016 and June 28, 2016. The mechanical issues with the Vehicle were discussed around this time with the CarMax service management team, as well. CarMax’s records indicate that the Service Manager made several attempts to reach Ms. ******* by phone with an offer of assistance. However, he was not able to leave her a voicemail due to her phone system settings.

 

While CarMax is unable to participate in providing repairs to the Vehicle at no cost, CarMax will diagnose the air conditioning concern free of charge and offer the necessary repairs at a reduced retail cost for Ms. Freeman. Should Ms. ******* wish to accept this offer of assistance, she is encouraged to call the CarMax service department at ************, option **

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at *************, extension *****, with any questions you may have.

 

Sincerely,

 

Kristina S***** ******** ********* ******** ****

8/23/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: INTERNET AD ADVERTISED TWICE THAT THE CAR HAD A REARVIEW CAMERA. CAR DID NOT. JAKE, A ****** MANAGER WOULD NOT DO ANYTHING ABOUT IT. SAID IT WAS A TYPO. I SAY IT IS FALSE ADVERTISING. CARMAX WOULD NOT LOWER THE PRICE OR REPLACE THE UNIT. THAT WAS ONE OF THE FEATURES I WANTED AND LED ME TO BUY THE CAR.

 

Business Response:

August 11, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: ***** *******

Complaint ID: ********

**** ******* ******* **** *********** **** ***************** *

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated July 22, 2016 regarding the Vehicle purchased from the CarMax store located in Roswell, Georgia (“CarMax”) on or about June 16, 2016.

 

In the complaint, Mr. ******* states that CarMax’s website listed the Vehicle as having a rear view camera. Company records indicate that Mr. ******* emailed CarMax on or about July 22, 2016 regarding this concern and also called to speak with a Customer Relations Analyst on or about July 25, 2016. CarMax’s notes state that Mr. ******* talked with a Sales Manager at CarMax Roswell around this time, who explained that the window sticker is an accurate representation of the specific features for the Vehicle. While it was noted that a rear view camera may be a possible feature for the Vehicle, the window sticker did not include a rear view camera as an included feature. Additionally, CarMax lists the following disclaimer on vehicle profiles on the website: “We make every effort to provide accurate information, but please verify before purchasing.”

 

While CarMax will not be participating in replacement of the Vehicle as requested, the Roswell location has offered to provide the parts and labor (for installation of the compatible rear view camera) at a reduced price for Mr. *******. A Sales Manager called Mr. ******* on or about August 11, 2016 and was able to speak with Mr. ******* directly about this offer of assistance. CarMax’s records indicate that Mr. ******* indicated during this call that he would like to take some time to consider if he would like to accept. Mr. ******* is encouraged to reconnect with the CarMax Roswell’s sales department at ************* option *, once he has made a decision regarding this offer.

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at *************, extension *****, with any questions you may have.

 

8/18/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was recently a patron of two Carmax locations. I had made arrangements to purchase a car from a dealership in ******** and was not satisfied with the trade value they offered so decided to explore my other options. I had read good things about Carmax so decided to try "the hassle free experience." I made arrangements for an appraisal at my nearest location in *********, ****. Things went very well at this location and I left satisfied in the knowledge that my car would be sold. While at the ********* location, I spoke with the sales representative and explained my situation, I would be traveling to ******** to purchase a car within the 7 day period of the appraisal guarantee. I was then assured that my appraisal was valid at any location and I would not have any problems selling the car in ******** for the Carmax appraised value. Just to be sure, I spoke with the store I would be dealing with in ******** and was again assured that the appraisal would be valid and a check would be issued on my arrival. On Saturday, July 16 I would be purchasing my new car and had made arrangements accordingly. I arrived at the **********, ******** Carmax with my appraisal, title, registration, keys, and hoped to be back on the road shortly. When I spoke to the business office representative, I was told that my **** appraisal was no longer valid even though it was within the 7 days. I was also told that a new appraisal would need to be completed and this would take upwards of 2 hours with no guarantee that the value would remain the same. I explained that this was not what I had been previously told, and was again informed that there was nothing more that could be done. I did not have 2 hours to wait as I needed to be at the dealership to complete my purchase before they closed. I had no choice but to take a loss on my car on trade and left Carmax. I spoke with a manager earlier this week but since have not heard a thing.

Desired Settlement: I would like my appraisal to be honored. I had to drive an hour and a half for the first appraisal and make arrangements for the second one, only to leave empty handed.

Business Response: August 9th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ***** ******

***** ****************** **** ********** ****** *** **********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ****** regarding her attempt to sell the Vehicle to CarMax of *********** ** (“CarMax”) on approximately July 13th, 2016. In her complaint, Ms. ****** requested that CarMax honor the original appraisal offer she received during her initial visit to CarMax of ********** ***

            CarMax (of **********, IL) spoke with Ms. ****** on approximately July 22nd, 2016, explaining that a system error occurred at the time of the second appraisal, which  affected their ability to see the initial offer presented to her by CarMax of *********, IA.  After rectifying this and explaining the system error, CarMax of **********, IL confirmed that they would be happy to offer her the original appraisal value of $500.00.  However, Ms. ****** informed CarMax that she has since sold the Vehicle to another dealership and would not be accepting this offer.

            CarMax appreciates the opportunity to respond to this complaint and encourages Ms. ****** to contact me at ************, ext. ***** if she has any additional questions

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D***** ******** ****** ******** *********

8/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made arrangements to receive an appraisal and possibly sell my 2005 mustang to Car Max. The previous day I had the car inspected for the same purposes with ********* ********** *******. Both inspections found the car in perfect working order. Yet mysteriously when I declined their offer and eventually got my keys back the car was no longer functioning. They said "sometimes cars just suddenly break and its your car and your problem" " ***** happens" . When I said the car was in perfect working order when I brought it in they claimed they had video of the test drive and inspection. I asked to see the video and the sales manager then confessed no such video existed. They refused to diagnose what had happened to the car without me paying a $110 per hour diagnostic fee and told me the inspection would take several hours. I am now having the car towed to be looked at by my mechanic. His statement is that it is likely the inertia switch from them locking up the breaks at a high speed. The manager refused to accept any responsibility for what happened to the car while in their possession and said that I couldn't prove they damaged the car.

Desired Settlement: I would like them to pay for the towing of my car and repair of the damages they caused.

Business Response:

August 10, 2016

***** ***** ********** **********
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: *** ***** *****
Complaint ID ********
**** **** ******* (the “Vehicle”), VIN: *****************
Dear Mrs. ****:
I am writing in response to your letter dated July 22, 2016, regarding the Vehicle appraised at the CarMax store located in **** ****** *********** (“CarMax”) on or about July 22, 2016.  Based on Mr. ******* claim that CarMax allegedly damaged his Vehicle during their appraisal process, he is requesting that CarMax reimburse him the cost he paid to have the Vehicle towed to and repaired by his mechanic.

CarMax’s normal appraisal process consists of taking a vehicle on a one-mile test drive.  During this drive, CarMax will evaluate the vehicles performance and overall drivability.  After that is completed, CarMax will park the vehicle and inspect it for any signs of frame, flood or cosmetic damage.  Once this is done, CarMax’s Purchasing Team will provide the customer a written offer for their vehicle.  This offer is then good for a period of seven days. To highlight, this same process was followed for Mr. ******* Vehicle and is of CarMax’s opinion that they were not at fault for the failure noted in the complaint.

As a gesture of goodwill, CarMax offered to diagnose the Vehicle at no cost.  However, Mr. ***** declined this offer and had the Vehicle towed to his mechanic for diagnosis (at his expense).
CarMax later received a survey from Mr. ***** on or about July 25, 2016, indicating that his mechanic determined that there was a communication failure between the remote start feature and the ignition key.  However, Mr. ***** did not provide a cost associated with this repair, nor additional details from the mechanic stating that this was in direct relation to CarMax’s appraisal.  Therefore, in an effort to learn more, CarMax called and left a voicemail with Mr. ***** on about August 5th.  CarMax has not heard back from Mr. ***** as of today’s date.

Based on the above, CarMax is unable to provide a resolution as it pertains to this complaint, but would encourage Mr. ***** to contact Senior Buyer, ******** ***********, back at ************* ext. **** when he has a chance to do so.

CarMax appreciates the opportunity to respond to this complaint.

Sincerely,

Nekia W*******
Analyst, Executive Response Team

8/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle from Carmax in ************** ** on 5/7/16. I wrote a check for a $6,000.00 down payment. I received a call from Carmax corporate stating that my check had been returned with a "stop payment" reason. I Was told the check was deposited on 5/9/16 and that the return came back on 5/19/16, 10 days later. I stated the check had cleared my account and proceeded to fax over the bank statement showing this, and also requested a copy of the cancelled check from my credit union. I even went as far as setting up a conference call between Carmax corporate and my credit union, who also verified the check cleared my account. However, I was told that the loan had already been bought back, and the car was now going to go through the repossession process. Even with all the proof the money was pulled from my account. I was told nothing can be done except repossession or returning the car. I was given the option of reapplying for the loan and putting another down payment down. This is unacceptable. I provided all proof that the payment was taken from my account and it is being made to be my fault that Carmax can't find the down payment, or ***** ***** (who they bank with). I refuse to go through the embarrassment of a tow truck coming to my house to repossess my car. In addition, the damage done to my credit report since a repossession will stay on my credit for 5-7 years. Absolutely terrible business and business practices. I plan on contacting a lawyer to explore my legal options as well. As I have ALL proof necessary to show that the check cleared my account and the funds were pulled by Carmax.

Desired Settlement: I want Carmax to admit they are wrong and I am not at fault. I want an official letter stating this and also an official letter stating my credit has been cleared of any repossession. I will no longer pursue business with Carmax, and do not wish to purchase from them again.

Business Response:

August 9, 2016


***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236


Re: *** ******** *********

Complaint ID ********

**** **** ****** (the “Vehicle”), VIN: *****************


Dear Mrs. ****:


I am writing in response to your letter dated July 26, 2016 wherein you forwarded a complaint from *** ******** *********, regarding the Vehicle purchased from the CarMax store located in Mechanicsburg, Pennsylvania (“CarMax”) on or about May 7, 2016.


CarMax’s records indicate that prior to submitting this complaint, Mr. ********* was in communication with CarMax’s Credit and Collections Department to assist with this matter.  However, Mr. ********* emailed CarMax’s Customer Relations Department about the details of his complaint on or about July 28, 2016, and has been in contact with them ever since.


Mr. ********* can follow up with me directly at ************* extension ***** if he has any additional questions or concerns.


CarMax appreciates the opportunity to respond to this complaint.


Sincerely,


Nekia W*******

Analyst, Executive Response Team

8/15/2016 Problems with Product/Service
8/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased * **** *** ** that had been advertised through Carmax online with approximately 12,000 miles. I contacted store and agreed to have vehicle transferred after paying the required $750 fee. Just about a full month passed before I was notified that the vehicle had arrived and was finally ready for me to observe and drive for the first time. I visited the store next day to find the vehicle had almost 3,000 more miles than was shown in the listing, in addition to a couple of other electrical issues. I was dismayed upon this revelation, due to the fact the vehicle was advertised for substantially more than its market value with mileage being a key factor in determining this. I immediately raised this issue with the sales representative that referred me to management who ultimately cited their "no haggle" sales tactics as a defense for the price. I stressed that it was not appropriate for the vehicle to have been priced in a way that didn't reflect the its actual condition. Discussions with management continued for almost an hour, but I reluctantly agreed to proceed with purchase despite their refusal to adjust the price. The next day I returned to pick up the vehicle, then returned home and parked it for several days. Also, owning a couple of other cars and working from home 12hrs a day I didn't have the opportunity to drive much before I noticed the vehicle's left-rear tire had deflated. This, in addition to concerns I had about the vehicle's tendency to pull to the left when cruising on the highway, I knew something was either wrong with the steering or suspension. I immediately filled the tire with air and which appeared to be holding, at least for the time being, then called Carmax to schedule a service appointment within their 30 day warranty window. On the date of the appointment one of their representatives took a test drive with me while in the vehicle and noted my concerns, but stated he believed it was characteristic of all cars. I stressed that was not the case, especially with this high-end performance vehicle with, world renowned as a super car. We returned to the service center where I had to exclaim that I would escalate the issue before the representative finally agreed to have me visit the manufacturer of the vehicle who was much better equipped to service the *** than Carmax. I drove to *** of Katy located right down the street for an inspection, much like the one that should have been completed by Carmax. After keeping it overnight I was called the next day to discuss that the car had been equipped with a tire that had been repaired with some sort of plug and had been leaking air. *** did not replace the tire and allowed me to take the vehicle that day. I was furious at this point and called the representative I had been working with at Carmax directly and left a message regarding the discovery when no one answered the phone. The conditions that day, May 26th were rainy and while making my way home, someone ran a red light and pulled in front of me. I did everything I could to stop the vehicle, but the car underperformed and an accident ensued. The vehicle was totaled and I know had the tires been in the condition they'd been advertised, up to the manufacturer's specification, the likelihood of me being able to maneuver in such a way to decrease the severity of the damage or avoid it altogether would have been possible. I was immediately hospitalized and have been since attending regular physical therapy in an effort to recover from injuries sustained.

Desired Settlement: Carmax should accept responsibility for their negligence and consider any balance on the account a concession for their misrepresentation of the vehicle's condition. Their "no haggle" sales approach doesn't relinquish sales representatives from predator practices all used car sales men are notorious for, such as preaching the need for extended term warranties and neglecting to divulge the importance of certain coverages. These tactics increase the sales price, which generate higher commissions for sales people, increase the amount of interest charged through the life of the sales contract and disenfranchise customers should an issue arise.

Business Response:

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

 

RE:      Customer Complaint of ***** *****

**** *** *** **** ******************

 

Dear Mrs. ****,

            Thank you for sharing Mr. ******* complaint and affording us the opportunity to respond.  In his complaint, Mr. ***** states that he was unhappy with the condition of the **** *** ** (“Vehicle”) he purchased from CarMax Auto Superstores of ***** ***** ********** on April 13, 2016.  In particular, Mr. ***** alleges that as a result of a tire not being in proper condition he was unable to avoid a car accident.  He requests that CarMax Auto Finance waive the remaining balance on his retail installment account. While we are disappointed to hear about Mr. ******* experience, we are unable to provide Mr. ***** with the relief that he seeks.

            Mr. ***** alleges that shortly after he purchased the Vehicle, he brought it back to CarMax to address his concerns with its condition during his 30-day warranty period.  CarMax was unable to resolve Mr. ******* issues and directed him to a *** repair facility (“***”).  Mr. ***** states that the *** repaired the tire.  On May 26, 2016, the day Mr. ***** picked up the Vehicle from ***, another vehicle ran a red light resulting in a collision.  Mr. ***** speculates that the tire, which had just been repaired by ***, did not perform as it should have to allow him to avoid the other vehicle. 

The Vehicle was deemed a total loss and it is our understanding that the other party was deemed at fault for the accident.  After the insurance proceeds and a refund of ESP were applied to Mr. ******* account, he had a remaining balance on his account of approximately $4,300.

CarMax prides itself in providing a transparent and customer-friendly retail experience.  For example, any vehicle purchased can be returned within 5 days with no questions asked and at no cost to the customer.  In addition, CarMax provides a limited 30-day warranty on any used vehicle purchase.  This means that within the first 30 days of purchase, CarMax would remedy – at no cost to the customer – any breakdown issue identified.  Here, the Vehicle had just been repaired by *** and there is no indication that it was not performing properly.  While we are sorry to learn Mr. ***** was involved in an accident, it appears it was the result of the other driver running a red light and not as a result of the Vehicle’s condition.

Thank you, again, for bringing this complaint to our attention and affording us the opportunity to provide this explanation.  If Mr. ***** has any further questions, he is welcomed to contact me at **************, ext. *****.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

Consumer Response: Better Business Bureau:

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

Contrary to what was stated in Carmax's response, no repair had been completed by "***", but in fact, it was identified that the state of the tire had been a contributing factor in the issues I'd brought to Carmax's attention concerning the driving characteristics of the vehicle. Technicians made me aware that after placing the M5 on their lift that the tire had been "plugged" prior to my purchase. This further confirmed my concerns about the condition of the vehicle upon reception in April, which had been negated by Carmax.

Carmax's negligence is bordering on treachery and considering the multi-point inspection and guarantee under which this vehicle was offered I wouldn't have ever expected to have been put at risk by something as important as the tires, but that's been the case.

They had already accepted fault for the tires and unbeknownst to me scheduled a follow-up appointment days weeks later, however, the incident had already occurred.

If it hadn't been properly inspected in the first place, why was it offered for sale?

Regards,
***** *****

8/15/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Rolls back when you take your foot off brake on incline. Transmittion shudders when accelerating from a stop from first to second gear then smooths out. Keeps saying Transmittion fault service and Transmittion not in park. The car will not start when this happens. It has been to 2 different **** dealerships 4 times now and is at a dealer right now. Everytime they say they fixed the problem and it still does the same thing continuously. The problem started 1 day after the 30 day Carmax warranty and has been stranding me ever since. I am now paying over 30.00 dollars a day for car rental while another **** dealership try to fix the problem. I researched the problem online and found this to be the same problem numerous other people are having. I was sold a Lemmon and would like all of my money back. This car has cost me work and money by randomly stranding me in addition to the shifting problems ect described above. Single working mom in military. The car only has 50000. Miles on it.

Desired Settlement: Refund my entire purchase price or exchange it for a different vehicle that has the same value of what I paid originally

Business Response:

July 21, 2016

***** ***** ********** **********
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

*** *** ******** ****
Complaint ID ********
**** **** ***** **** *********** **** *****************

Dear Mrs. ****:

I am writing in response to your letter dated July 5, 2016 wherein you forwarded a complaint from *** ******** ****, regarding the Vehicle purchased from the CarMax store located in Tinley Park, Illinois on or about July 15, 2015.  Ms. **** requested that CarMax either take full return of the Vehicle or allow her the ability to exchange it for another.

CarMax’s records indicate that they have never seen the Vehicle for a transmission concern and was therefore unaware of Ms. ****** concerns until the receipt of this complaint.  However, in an effort to learn more about the current status of the Vehicle, CarMax’s Service Manager, Mr. Ryan Di*, contacted Ms. **** by phone on or about July 21, 2016 to discuss the details of her complaint further.

During this conversation, Mr. *** acquired more details and committed to contacting the local **** dealership (where the Vehicle is currently being serviced) for additional details, and then following back up with Ms. **** by phone on Monday July 25, 2016.

Should Ms. **** have any additional questions or concerns before or after this date, she is encouraged to contact Mr. *** back directly at ************* ext. *.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at ************* extension ***** with any questions you may have.

Sincerely,

Nekia W*******
******** ********* ******** ****

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,
******** ****

* ***** *** ********* *** ******** *****
She said someone from carmax left a voice mail. I told her let them respond through the BBB so it would be on record. 
******** said she only received 2 emails from the BBB. 1 email stating they received the complaint and 1 email with the link showing complaint was closed  because she did not respond to a email she hasn't  received. ******** never spoke with anyone from carmax about this complaint. Repeat no one. Only got a voice mail.
The problems the car has are electrical as well as the transmission. ******** told carmax about numerous problems with the car within the 30 day warranty. She was told to take it to a **** dealer to look at because carmax was not equipped to diagnose and fix those kinds of problems.
******** took the car to a dealer numerous times. The stuff they fixed never fixed the problems she told them it had. The car randomly doesn't do anything when pushing the starter button leaving her stranded. The transmission shakes the car from mild to shaking you out of the seat.
When this happens the car will not accelerate making for dangerous conditions in traffic. **** agreed to replace the clutch. This won't fix the problem. It only had 25000 miles on it. **** has over 25000 of these clutches on back order. **** says live with the shake.
The last dealer told us the same thing. 
The  cars own system that emails you its condition says transmission shudder.
The car still has all the original problems.
I went with her to the last **** dealer. I reported all the problems. The dealer refused to wtite down how I described the problems. Instead he said he had to put it in his own words so the problems were not accurately described and not fixed. They always fix stuff but car always remains in same condition that gets her stranded.
It was in shop last time for a week. Got home and it wouldn't start. When I asked the dealer what about the shudder they said we never mentioned anything. about a shudder...lied. Brought car right back. They had it another week. Changed some parts said it was fixed. Said they ordered a clutch under **** warranty would get it in 2 months. So now shes into two more weeks of rental car. Had to pay for parts that may or may not have been needed and all original problems persist. A year of randomly getting stranded and huge expenses related to getting stranded and repairs. I asked the last **** dealer when picking up the car what it was worth on a trade in. Dealer said that model not worth much because all the transmission problems and issues they have. So  they new ftom the beginning about the problem.  Very agrivating. So when clutch comes in it will require another rental car at her expense. ******** no longer wants another car from carmax. She wants to return the car for s full refund. She wants
a refund for the warranty and gap insurance they sold her. Wants all they sold her refunded in full.
email me for any communication related to this car. do not contact ******** as I am handling her complaint.
BBB email me instead of ********* email address. Feel free to ask questions.

********************* ***** ****

8/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I financed this car at the CARMAX located at ***** ***** ****** *** ********** *****) on (03-09-16). About one week later I noticed a miss-shift & grind in gears in the transmission whiles driving to work. Still under the CARMAX 30 day guarantee I addressed this problem & a few more with a CARMAX service & maintenance associate and had her scheduled said car for repair. Once I took this vehicle in for repair it spent about 3 weeks in the shop just so they can say they couldn't find anything wrong. After I received my car I experienced the problem again a few times. I notified CARMAX and had another appointment scheduled through Linnette (IDK if I spelled her name right), another CARMAX service & maintenance associate. This time they did a software update in attempt to fix the car but again the problem persisted. I refuse to continue to pay for a car that is not working properly. I have left the car @ carmax & have notified them that I will not pay until it is fixed. I have not heard from them & have not gotten any returned calls despite the fact I have called numerous amounts of times. I have proof that the car makes noice via videos from my phone & a friends.

Desired Settlement: I want CARMAX to take their car back. Refund or no refund I do not wish to continue to do business with them. I feel I have given them one to many chances & I wish to avoid any further headaches & losses.

Business Response:

August 2, 2016

***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: **** *******

 **** ************* ****** **** ***************** ***** *********

Dear Mrs. ****,

Thank you for forwarding the complaint received in your office from **** ******* regarding the Vehicle purchased from CarMax of Burbank, CA (“CarMax”) on March 9, 2015. In the complaint, Mr. ******* mentions ongoing concerns with the Vehicle’s transmission and requests that CarMax “take [the Vehicle] back.”

According to CarMax records, Mr. ******* brought the Vehicle to CarMax on or around April 13, 2016, stating a concern with an occasional grinding noise. CarMax attempted to diagnose the concern, but the grinding noise did not present itself at the time of that visit.  In a further attempt to diagnose the Vehicle, CarMax sublet it to a European auto specialist who also could not duplicate the concern.  On or around June 16, 2016, Mr. ******* brought the Vehicle back to CarMax stating the Vehicle would not change gears.  CarMax sublet the Vehicle to a European auto specialist who updated the transmission module and verified there were no mechanical problems found with the transmission.  On July 18, 2016, Mr. ******* returned to CarMax stating that there was a transmission concern.  CarMax sublet the Vehicle to a Mercedes dealership who also confirmed the transmission was operating normally.

CarMax appreciates the opportunity to learn more about Mr. *******’ concern; however, because no mechanical failures have been diagnosed on the Vehicle, CarMax declines the request to return the Vehicle. Should Mr. ******* wish to sell the Vehicle to CarMax, he can bring it by the CarMax nearest him for a free written offer.

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 ************** ext. *****.

Sincerely

Jennifer L****

Analyst, CarMax Customer Relations

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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 not satisfied with Carmax response because the problem does exist. Enclosed are 4 video clips of said problem as proof. Please pay attention to the RPM & MPH gauge which will show you the error in the gear switch. Also please listen to the video with headphones so you can hear the distinct sound the car gives when accelerating. Thank you.

Regards,
**** ******* 

8/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband purchased his vehicle from ** **** *********** ** location with GAP INSURANCE. We decided to get a vehicle from Carmax for me with Him as cosigner so that i can get to school and work when needed a few months later. While we were filling out our paperwork my husband told the sales rep Tierany that we wanted GAP INSURANCE on my vehicle. She said ok and proceeded to finish up the work on the computer. On JUNE 30TH I was hit in a car accident which totaled my vehicle. When I made the necessary phone calls to the lien holder I was told that no GAP Information or contract has been found. I call Carmax and the billing office tells me that she cant find anything. From that point Im confused. Im certain that we asked for it. Tierany made more than one mistake that day because I had to fill out my application and voucher a second time due to her errors. Now that the calculations have bee done I was just told yesterday that I need to pay $2080 in order for the vehicle to show paid in full. Then I have to put down another down payment before I can be put in another vehicle. NOW I AM GOING TO HAVE TO DROP OUT OF SCHOOL. IM ALREADY STRUGGLING TO GET A RIDE TO WORK. WHY WOULD MY HUSBAND GET GAP INSURANCE ON HIS VEHICLE WITHOUT PUTTING IT ON A VEHICLE THAT HE COSIGNED ON? THAT GAP INSURANCE CONTRACT WAS SUPPOSED TO BE THERE. I HAVE SPOKEN WITH TIERANY AND SHE ADMITTED THAT WE DID HAVE GAP. SHE EVEN SENT ME THE NUMBER TO THE GAP CUSTOMER SERVICE VIA TEXT MESSAGE. IF WEREN'T SUPPOSED TO HAVE IT WHY SEND THE INFO TO ME AT ALL? I FEEL AS IF THIS LOCATION IS AVOIDING ME BECAUSE THEY KNOW THAT WE ARE RIGHT. SHE MADE A MISTAKE AND WILL NOT TAKE RESPOSIBILITY FOR HER ERROR. I AM NOT SUPPOSED TO BE DROPPING OUT OF SCHOOL BECAUSE THAT GAP INSURANCE WE ASKED FOR SHOULD HAVE TAKEN CARE OF THE LEFTOVER BALANCE. Now...it wil take me more than 3 months to come up with that pay off balance of $2080. WE DONT DESERVE THIS TYPE OF TREATMENT. CARMAX SHOUDNT BE ALLOWED TO GET AWAY WITH IT.

Desired Settlement: Create our GAP INSURANCE CONTRACT LIKE WE WERE SUPPOSED TO HAVE IN THE FIRST PLACE. WE ARE NOT SUPPOSED TO OWE ANY MONEY BUT ANOTHER DOWN PAYMENT.

Business Response:

August 5, 2016

***** ***** ********** **********
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: **** ******* *******
Complaint ID ********
**** ********* ***** **** *********** **** *****************

Dear Mrs. ****:

I am writing in response to your letter dated July 17, 2016 wherein you forwarded a complaint from Mrs. ******* ******* regarding the Vehicle purchased from the CarMax store located in Stockbridge, Georgia (“CarMax”) on or about March 14, 2016.  In the complaint, Mrs. ******* expresses concern with CarMax not having added Guaranteed Asset Protection ("GAP") to the Vehicle at the time of purchase.

For background, Mrs. ******* brought CarMax an external lienholder check (from *********) in the total amount of $14,697.00, to use towards the purchase of the Vehicle.  CarMax accepted this check, and had Mrs. ******* complete the remaining paperwork necessary to purchase the Vehicle.  In addition, Mrs. ******* also completed paperwork for the purchase of her MaxCare Extended Service Plan.  However, Mrs. ******* was not presented with the option to purchase GAP at the time of signing due to the fact that GAP can only be purchased through a customer’s lienholder.  This would have been an option provided to Mrs. ******* at the time of the ********* application.  Furthermore, CarMax researched Mrs. ********* statement regarding being told information of the contrary, but was unable to find any such records indicating that GAP was added to the Vehicle at the time of purchase.

Based on the above, in addition to CarMax’s inability to add GAP to the purchase of the Vehicle, CarMax is declining Mrs. ********* request.  CarMax does, however, appreciate the opportunity to respond to this complaint.

Please contact me at ************* extension ***** with any questions you may have.

Sincerely,

Nekia W*******
Analyst, Executive Response Team

8/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Went to purchase a vexhicle from dealership price of car was 28,998 in Illinois you get get charged tax for where you live and where the car is being registered which for me is dupage county at 7%. Carmax was charging me over 7% for sales tax the sales manager mentioned that since your are purchasing from cook county we need to add .25% which is fine but their system was charging me almost 9% in sales tax. The sales manager said it is all automated and there is nothing her can do about it. I called and complained to Carmax corporate they called back with no real answer I feel they may have and still might be continuing this practice of over charging sales tax to unknowing customers.

 

Desired Settlement: I would like to know why their system wanted to charge me almost 9% sales tax when it should only have been 7% and is this practice being done on other unknown customers.

Business Response:

August 1, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: *** ***** *******

Complaint ID: ********

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated July 19, 2016 regarding Mr. ********* visit to the CarMax store located in *********** ******** (“CarMax”) on or about June 11, 2016.

 

In the complaint Mr. ******* expresses concern with CarMax’s policies with the rate of sales tax charged as part of the purchase process, and therefore requests an explanation of this rate.

 

Company records indicate that Mr. ******* called the CarMax Home Office on or about June 14, 2016 regarding his concern, and spoke with a Customer Relations Analyst. CarMax’s notes state that Schaumburg’s Business Office Manager called Mr. ******* on this same date and explained to him that any purchase of a vehicle in Cook County (where CarMax of Schaumburg is located) includes an applicable 7.25% sales tax. This rate is set and regulated by the appropriate government agencies.

 

Should Mr. ******* have additional questions about purchasing a vehicle that he would like assistance with at this point, he is encouraged to call CarMax Schaumburg at *************

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at *************, extension *****, with any questions you may have.

 

Sincerely,

 

Kristina S***** ******** ********* ******** ****

8/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was told that in the gap warranty that I had the warranty that if I got sick or was able to not continue to work to make my payments that I had the warranty in there that the warranty part that would make my payments until I was able to go back to work CarMax do not have that warranty and their Gap so the finest gentleman that sold me or did the finance part live and I have my witness that when I did my final paperwork to prove that

Desired Settlement: I was told by Julie that analyst in Richmond Virginia that they could do nothing about it and I'm basically screwed of course I was very upset words for said and there's nothing they can do about it they can't help me so I must turn in my car or have it taken from me because I'm unable to go back to work at this time and probably will never be able to work

Business Response:

July 26, 2016

***** ***** ********** **********
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: **** ***** ****
Complaint ID ********
**** ********* ****** (the “Vehicle”), VIN: *****************

Dear Mrs. ****:

I am writing in response to your letter dated July 8, 2016 wherein you forwarded a complaint from **** ***** ***** regarding the Vehicle purchased from the CarMax store located in Des Moines (“CarMax”) on or about December 11, 2014.

Mrs. ****** complaint is that she was confused by the coverage of the Guaranteed Asset Protection ("GAP") product she purchased.  She thought the product would cover her car payments if she became sick.  CarMax does not offer any such product and our processes for offering GAP are standardized and follow a specific flow within our sales transaction program.  In fact, when Mrs. **** first brought this concern to our attention we conducted an investigation and concluded that no one misled Mrs. **** into believing the product offered was for anything other than GAP, which would  cover the balance of her account if she incurred a total loss. 

Our standardized process for the presentation of the GAP product begins after a credit offer is selected.  This action prompts the system to display the screen introducing GAP.  The GAP screen explains, among other things, that a GAP Agreement pays the difference between what you owe and what insurance will cover in the event of a total loss.  Additionally, the screen displays the cost of GAP.  If the customer makes the choice to purchase GAP he or she does so on this screen. Following the Retail Installment Contract, the GAP Waiver Agreement is presented.  As the associate walks through the form they explain the coverage terms and advises customers to read the contract thoroughly to understand their obligations under the agreement, as well as their benefits.  It is important to note that this paperwork presentation is performed by someone other than the associate who first introduced the GAP product during the sales transaction, so if there was confusion by Mrs. **** during the sales process, the business office associate would have been able to address this confusion at the time they were reviewing the GAP Waiver Agreement.  CarMax does not offer any product that would function as disability insurance, which seems to be what Mrs. **** describes.

 Our records reflect that CarMax’s Customer Relations Department conducted an investigation of Mrs. ****’s initial complaint regarding this issue between the dates of July 6, 2016 and July 8, 2016.  At that time we concluded that our standardized process was followed and provided the above explanation to Mrs. ****.   

CarMax appreciates the opportunity to respond to this complaint and will honor Mrs. ****’s request not to be further contacted back by the business.

Please contact me at ************* extension ***** with any questions you may have.

Sincerely,

Nekia W*******
******** ********* ******** ****

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

***** ****

8/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They continally lie about there vehicles, services and warranties. I was 50 copay, that it's maintained and it's 60 dollars per diagnostics. I tried contacting them to resolve the issue without success. But, they keep blaming me instead of their unfair sales tactics and practices.

Desired Settlement: To have proper repairs done at no cost. And apology for fraud and rudeness.

Business Response:

July 28, 2016

***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ******* ****

 **** ****** ****** **** ***************** (“the Vehicle”)

Dear Mrs. ****,

Thank you for forwarding the complaint received in your office from ******* **** regarding the Vehicle purchased from CarMax of Rivergate, CA (“CarMax”) on December 6, 2015. In the complaint, Mrs. **** expresses concerns related to repair costs, and requests that CarMax complete needed repairs at no cost to her.

On or around July 20, CarMax management spoke with Mrs. **** about her concerns and provided clarity around the coverage and deductible costs associated with her Extended Service Plan. In addition to this, CarMax replaced the Vehicle’s brakes at no cost to Mrs. ****, as a gesture of customer service.

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 ************** ext. *****.

Sincerely,

Jennifer L****

******** ****** ******** *********

8/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We requested a change of title on June 31 as we had moved to the state of Alabama and need to get a tag. My tag has now been expired for 12 days and we just now received a notice that we didn't fill out the original form correctly and must spend half a work day revisiting the county courthouse again to resubmit the form and wait approximately 13 days again for another response. I tried for three days once submitting the original form to verify the request and nobody was able to help me and were very matter of fact that they couldn't help me. It should not take 30 days for a company that deals with car sales in multiple states to deal with a simple title request that is required by Alabama state law and in 2016 a process should not involve driving to the courthouse, faxing a form and waiting for weeks for the response in the mail.

Business Response:

July 26, 2016

 

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

 

RE:      Consumer Complaint of *********** ****

Account ********

            **** ****** ****** *** ***************** ***********          

           

Dear Sir/Madam:

Thank you for sharing *********** ****** complaint and providing us the opportunity to respond.  Mr. **** states that he submitted a re-title request that we rejected, and he would like his request processed without making an additional trip to the DMV.  I am happy to report that we have received the corrected re-title request and we have delivered this request along with the Georgia paper title to the Alabama DMV on Mr. ****’s behalf.  This has been communicated to Mr. ****, and he is able to process his re-titling.

I would like to take this opportunity to apologize to Mr. **** for any inconvenience he has experienced.  It is our understanding that Mr. **** moved from Georgia to Alabama and was required by the Alabama DMV to update his title.  We received his initial re-title request on July 1, 2016, and upon review on July 5, 2016, we declined the request due to incorrect owner information.  Specifically, the co-applicant was missing from the request.  A letter outlining this decline was sent on July 5, 2016.  It is important to note that Georgia participates in the Electronic Lien and Title Program and Alabama does not.  Therefore, we had to request a paper title from Georgia to send to Alabama.  This process takes a few business days. Our policy is to order the paper title at this point, even if the initial request is declined.  We did so in this case, so we were able to immediately send the appropriate documentation to the Alabama DMV when we received the corrected request from Mr. **** on July 14, 2016. 

It is our mission to provide exceptional customer service, and we are sorry to learn that we failed to meet these expectations when Mr. **** called for clarification about his decline letter and the re-titling process. As we strive to continuously improve our processes, not only has the associate he spoke with been provided feedback, but we have also implemented additional training related to re-titling for all customer service associates.     

Thank you, again, for bringing this complaint to our attention and for the opportunity to assist Mr. ****.  If you need any additional information regarding the above, please contact Jennifer A**** at ***** ******** ******

Sincerely,

 

Brent A****

*********** ********** *

****** ****** **** *******

  *****  *********** ****  

8/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a 20** **** ******** ***** Nov 15,2015. They told me that the ****** was clean and the car wasn't in No Accident. The car was in one in Miami in 2013. They lie to me. I called them and asked them to please replace the car. I don't want a bad car. I'm hearing noise in the front of the car when driving and when the car is in park the horn sounds very low. I went to another Dealer and they found the Bad ******.

 

Desired Settlement: Please help me resolve this. I would like a different car. Thank you

Business Response:

July 22, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: ***** *****

Complaint ID: ********

**** ************* **** **** *********** **** *****************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated July 8, 2016 regarding the Vehicle purchased from the CarMax store located in Sanford, Florida (“CarMax”) on or about November 27, 2015.

 

In the complaint Mr. ***** expresses concern related to an accident that took place before he purchased the Vehicle, and requests that CarMax allow for the exchange of the Vehicle.

 

The CarMax sales process includes reviewing a free AutoCheck Vehicle History Report with every purchase, which is also available on our website for every vehicle in our inventory. If the AutoCheck Vehicle History Report indicates any accident history on a vehicle, our process includes sharing that information with the customer prior to the final point of sale. We train our sales consultants to share that while AutoCheck is a helpful resource, every accident may not be reported to AutoCheck. Therefore, CarMax does not guarantee an accident-free vehicle. Following this process, CarMax’s records indicate that an AutoCheck Vehicle History Report was shared with Mr. ***** at the time of sale which did not indicate any accidents. An AutoCheck Vehicle History Report populated on or about July 13, 2016, also did not indicate any accidents for the Vehicle.

 

Company records indicate that a member of CarMax Sanford’s purchasing department also populated Vehicle History Reports for AutoCheck and ****** on or about July 19, 2016. CarMax’s notes state that this associate called Mr. ***** on the same date, and that Mr. Pagan’s concerns were discussed during this call, including the AutoCheck Vehicle History Report with no reported accidents and the ****** Vehicle History Report listing an accident on June 13, 2013. Following this conversation, Mr. ***** visited CarMax Sanford on or about July 21, 2016 to have the Vehicle appraised and to also look into options to purchase another vehicle at that time. CarMax provided a favorable appraisal for Mr. ***** during his visit as a gesture of goodwill for his continued loyalty as a customer over the years.

 

Mr. ***** is actively working with CarMax Sanford, and initiated the transfer of one vehicle for his consideration on or about July 21, 2016, and two additional vehicles on or about July 22, 2016. CarMax welcomes the opportunity to continue working with Mr. ***** to help him find his next vehicle.

 

CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.

 

Please contact me at *************, extension *****, with any questions you may have.

 

Sincerely,

 

Kristina S*****

******** ********* ******** ****

8/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am reporting unfair business practices. This company charges $50 for late charges and charges it to the life of the loan. My maturity date is 11/2016. This company is charging me $2300 in late fees with interest. This is despicable business practices.

 

Desired Settlement: I would like a settlement on this outlandish fee. I propose paying half of this.

Business Response: Dear Sir/Madam:
This is further to the above referenced consumer complaint. Thank you for bringing ** **** complaint to our attention and for the opportunity to respond. ** **** is questioning the amount of the late fees on her account and her resulting account balance.
** **** has a “simple interest” contract, and according to ** **** contact, she financed $25,813.88 for 60 months at an annual percentage rate of 14.60% and a monthly payment amount of $612.41. The total dollar amount of finance charges disclosed on ** **** contract is $10,930.72. This dollar amount represents the total amount of finance charges ** **** would pay over the term of the contract if she paid her monthly payment on its due date each month for 60 months. However, ** ***** poor account payment history has negatively affected her account balance.
Specifically, since origination 55 months ago, ** **** has paid past her due date 47 times. She has paid past her 15 day grace period 28 times. Per her contract dated November 10, 2011, paying past her 15 day grace period has resulted in the charge of 28 late fees to her account. However, *** of these late fees was waived as a onetime courtesy. Another contributing factor is a $15.00 NSF fee resulting from a returned payment. ** ***** payment history and Contract are attached for her information and easy reference.
This payment behavior can lead to late fees, additional finance charges and a subsequent larger final payment. We have communicated the impact of these behaviors in multiple ways:
1. As it relates to the amount of the late fees, the Contract ** **** signed on November 10, 2011 contains the following language on pages 1 and 2,
Page 1:
Late Charges. If payment is not received in full within 15 days after it is due, you will pay a late charge that is the greater of $5 or 10% of the unpaid amount of the installment.
Page 2:
Late Charges. If payment is not received in full within 15 days after it is due, you will pay a late charge that is the greater of $5 or 10%, of the unpaid amount of the installment.
In her complaint ** *** is requesting that we credit her account $1,150.00. Based on the information above, we cannot offer ** ****** the relief that she seeks. However, if ** ****** is concerned about the amount due at maturity, we recommend that ** **** make her remaining payments on or before the due date and to make additional payments over and above her regular scheduled payment of $612.41 for the next four months until her maturity on November 25, 2016. Further, if she calls our Customer Service Team manager, Demetrius T***** at ****** at maturity, he can discuss extending the maturity date by two months. It is important to note that interest will continue to accrue during the extension period.
We, again, thank you for bringing this matter to our attention and affording us the opportunity to provide this explanation. If you have any further questions or concerns, please feel free to contact me at *** *** **** or by email at *******************.
Sincerely,

8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This issue in regards to a vehicle that was purchased on April 24, 2016. Then on may 8 while driving home from a family vacation the battery and alternator went out. And we were stranded, I tried to contact the roadside assitance that i was told i had through carmax when i purchased the vehicle but was never given the number in the paperwork for the 24hr assistance. After struggling to have the car fixed my spouse(****** *****) was able to fix the vehicle him slef by purchasi g new parts at an auto supply store. On the day after returning home on 5-9-16. We contacted carmax and informed them of the issues that occurred. Emails were sent with receipt of parts for cost of parts. Carmax stted that we would be reinburst for the cost. At 3-5 business days no check was received I contacted (joey d********) i was informed that it would take another 10 to 12 business days to receive a check. As of 5-17. Nothing was received. I contacted joey and he informed me that the message would be passed to his supervisor for follow up. Every other day i co tacted joey to find an answer on the issue and all i got was that my issues were passed on tthe supervisor. As of today 7-6-16 i called Angiedurahan the supposed supervisor and i was told i could either drive to Irvine wich is an hour drive in traffice or they could mail me a check. So the original che k was never mailed.

Business Response:

July 19, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: ****** *******

Complaint ID: ********

**** ********* ******** **** **** *********** **** *****************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated July 6, 2016 regarding the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”) on or about April 24, 2016.

 

In the complaint Ms. ******* describes concerns with the Vehicle’s battery and alternator and requests that CarMax reimburse the repair expenses, as previously offered.

 

CarMax’s records indicate that the reimbursement request was received from Ms. ******* on or about May 10, 2016. It’s noted that the Service Manager, Joe, requested additional information from Ms. ******* at that time in order to process the requested reimbursement. Company notes indicate that the Service Manager again spoke with Ms. ******* on or about May 17, 2016, and received answers to the questions asked previously, as needed for processing.

 

CarMax’s records state that Ms. ******* called CarMax Irvine’s Business Office to inquire about the status of the refund on or about June 19, 2016, and again on or about June 28, 2016. During the call between Ms. ******* and the Business Office Manager on or about June 28, 2016, Ms. ******* was offered the option to visit the store to receive her reimbursement as cash. Ms. ******* elected to move forward with this option and visited CarMax Irvine on or about July 9, 2016. During this visit, CarMax issued Ms. ******* her reimbursement, as well as vouchers for future service needs as a goodwill gesture.

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at *************, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

******** ********* ******** ****

8/1/2016 Problems with Product/Service
7/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 2, 2016 I went to CARMAX and traded in my **** *** ***** and was credited $2,500 toward the purchase of 2014 Chevrolet Impala priced at $25,998. I was told I financing had been secured with ******* **** and signed all the required documents including the purchase of GAP coverage and a "Maxcare" service agreement. My first payment of $545.59 was to be due on June 16, 2016. At the end of May I called ******* *** to inquire about making an early payment, however, I was told that there was no record of any loan account with them. ******* *** advised this could be due to the fact I just recently purchased the vehicle and it had not yet populated in their system. On June 16th, I once again called ******* *** to make a payment and was again told that they could not find any loan account in my name. During the time between my purchase and first payment due date, I received welcome letters from CARMAX congratulating me on the purchase of my new vehicle, and also advising me to check out the owners page online. On July 8, 2016, I received an email as well as a voicemail from CARMAX stating they needed to speak with me regarding my purchase. The representative I spoke with informed me that the financing offer had expired and they were unable to finance the vehicle. He stated that I was required to return the vehicle to their location, but they would attempt again to secure financing on my behalf. The following day and I reached out to CARMAX to discuss the contract we had entered into on May 2nd. I stated that if they were choosing to void my contract, then I wanted my *** trade-in returned. I was told I would be given $2500 trade-in value, as they had already sold my vehicle. I stated that the trade was made under the agreement that it would be used towards the purchase of the 2014 Chevy Impala, not as a stand alone sale. I believe this to be a spot/ yo-yo scam.

Desired Settlement: The resolution that I am seeking is for the dealership in which I purchased by vehicle, CARMAX, to honor the purchase contract that we entered into on May 2, 2016.

Business Response:

July 28, 2016

 

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

 

RE:     ******* *********** Complaint        

            Complaint ID: ********

           

Dear Sir/Madam:

 

Thank you for sharing Ms. ******* ************* complaint and providing us with the opportunity to respond.  We are pleased to inform you that we have resolved Ms. ************* complaint to her satisfaction by confirming that her retail installment contract (“Contract”) is valid with CarMax Auto Finance and, as a matter of customer service, crediting her first 2 monthly payments of $545.59.

 

For explanation, Ms. *********** visited our ******* ***** store on May 2, 2016 and applied for credit to purchase a **** ***** ****** (the “Vehicle”).  Ms. *********** received a credit offer from ******* **** containing a proof of income (“POI”) documentation requirement.  Ms. *********** provided this documentation, executed the retail installment contract (“Contract”) and took delivery of the Vehicle.  Shortly thereafter, we discovered that the POI documentation was incomplete. 

 

By the time we had coordinated with Ms. *********** to obtain the remainder of the POI documentation, ******* ***** credit offer had expired in its systems.  When we approached Ms. *********** for assistance in refreshing this exact offer with ******* **** we misinformed her on the process, asking that she return to the store with the Vehicle instead of assisting us over the phone. 

 

We apologize to Ms. *********** for the misunderstanding and any inconvenience, and have already provided feedback to the relevant associates.  Additionally, we explained to Ms. *********** that we do not engage in any form of “spot delivery.”  Except in cases of misrepresentation or fraud, every executed retail installment contract is final and binding and we never require a customer to return the vehicle.      

 

If Ms. *********** has any further questions or concerns regarding our explanation, she is welcome to contact me by phone at ***** ******** or by email at *************************  Thank you for bringing Ms. ************* complaint to our attention.  If you need any additional information, please do not hesitate to contact me directly at the contact information provided above.

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

******* ***********



7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a ******** **** *** *** from Carmax. since day one it was giving a problem with a brakes . it is making a scratching sound . i took the car back to carmax and i spoke with a manager his name is Rich P*******. I was going to return the car but when i spoke with the manager he said they can fix this issue For FREE. and i said okay fine ill keep the car and they made a appointment to fix the car issue. but they said everything is fine with This car. but it happen few more times and i took the car back to dealer and they keep saying this car this not have any problem . I called ******** **** dealer and i spoke with service department. They said you need to get a new brakes because it has a issue. So i spoke with carmax again on the 7/1/2016 . Now they saying we can't do anything we can try to see what going on but we can't replace the brakes . Anyway the parts and labor it cost over $3115.41. and carmax does not want to fix this issue.

 

Desired Settlement: I would like to get the car repaired or get my Full money back from carmax. Thank you.

Business Response:

July 21, 2016

***** ***** ********** **********
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: *** ****** *********
Complaint ID ********
**** ************* *** *** **** *********** **** *****************

Dear Mrs. ****:

I am writing in response to your letter dated July 1, 2016 wherein you forwarded a complaint from *** ****** *********, regarding the Vehicle purchased from the CarMax store located in Ontario, California on or about March 6, 2016.  Mr. ********* requests in the desired settlement for CarMax to either repair the Vehicle at no cost or issue him a full refund.

CarMax’s records indicate that Mr. ********* brought the Vehicle to the CarMax located in Burbank, CA (“CarMax”) on or about March 21, 2016 to inquire about a grinding noise in his brakes.  CarMax corrected this concern by cleaning and lubricating the front brakes, resurfacing the rear shoes and adjusting the backing plate.  In addition, CarMax informed Mr. ********* that a noise concern could represent itself as dust and debris begin to accumulate.

Mr. ********* brought the Vehicle back to CarMax on or about May 18, 2016 to inquire about a noise concern coming from his rear tire.  CarMax test drove the Vehicle with Mr. Tovmasyan, but was unable to verify any noise concerns at the time of this visit.  CarMax also performed a physical inspection of the rear brakes and identified that they were both were well above discard thickness.

Based on the above, CarMax is declining Mr. *********** requested settlement but would encourage him to contact the service department at the CarMax nearest him if he would like to have the brakes replaced at CarMax’s standard rate.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at ************* extension ***** with any questions you may have.

Sincerely,

Nekia W*******
Analyst, Executive Response Team

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

****** *********

 Yes the carmax said that it might cause of a dust .But it's not true. it shouldn't make this kind of noise from the brakes.  i need to carmax to Replace the brakes because it is a Damaged brakes, and the sound it become loud and loud 

7/28/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Went into location and was approved by Andrae and the sales managers signed off on paper work. Down payment of $1000 was paid and drove away with the car. I had the car for a week + and gets a call from a sales manager stating that the car needs to be returned and that a check will be mailed to me. This contract was signed in the office that I was approved for the car, this business did not operate ethically with the purchase of this vehicle. This puts me at an inconvenience because learning that I was approved I sold my vehicle and purchased insurance on this vehicle that Drae and the finance company says that I was approved for. I dont know how I could sign finance paperwork that states my monthly payments and contracts if I was not approved. I have spoken to my attorney about this as he states that this was not the appropriate way of handling a contract of a car. How can you tell someone they are approved and call a week after them having the vehicle to say otherwise. Why wasnt this contract fully looked over. Drea and sales team was provided check stubs and all the information that they asked for so how did the sales manager sign off with approval. Because of the lack of further due diligence of Carmax's behalf and the inconvenience that this has caused, as stated I have sold my vehicle, paid for insurance on this car. I am looking to speak with someone regrading this issue and how this could be rectified in the appropriate manner, I have finance paperwork showing that I was approved by all parties.

Desired Settlement: Contact by business, Compensation for loss of primary vehicle because was told and have paperwork that I was approved for vehicle Compensation of insurance payment

Business Response:

July 19th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

*** ***** *******

***** ****************** **** ******* ****** *** **********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ******* regarding his purchase of the Vehicle from CarMax of Milwaukee, WI (“CarMax”) on June 22nd, 2016. In his complaint, Mr. ******* requested that CarMax contact him regarding his experience and compensate him for the loss of a primary vehicle after being approved for a purchase of the Vehicle.

            On approximately June 30th, 2016, CarMax was advised that the agreed upon contract between Mr. ******* and ****** ********* *********** would not be guaranteed due to inconsistencies found in contract stipulations. At that time, CarMax informed Mr. ******* that he would need to return the Vehicle or find alternative financing options.

Despite repeated attempts to contact Mr. *******, CarMax has been unable to reach Mr. ******* since approximately June 30th, 2016, when this was first discovered. Considering Mr. ******* has not communicated any updates related to alternative financing, CarMax entered the Vehicle in repossession status on approximately July 15th, 2016.

CarMax Credit and Collections department would be happy to speak with Mr. ******* regarding his experience and he can contact them at ************* CarMax will not be participating in any reimbursement of Mr. ********* insurance payment considering any payment made would have been at Mr. ********* discretion.

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D***** *

******* ****** ******** *********
 

7/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid $899 to have a car brought from Illinois to Oregon. I was told over the phone that I would be given top dollar for my trade in but I was very disappointed with their offer. They would not offer something fair for my trade in. They also would not refund my $899 for having the car brought from Illinois. I left without a car or money. I drove 4 hours to the CarMax dealership and drive another 3 hours home very disappointed. I need my money back.

Desired Settlement: A check mailed to me in the amount of $899

Business Response:

July 19th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: Juan *******

***** ****************** **** ******** *** *** **********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ******* regarding his attempt to purchase the Vehicle from CarMax of Beaverton, OR (“CarMax”). In his complaint, Mr. ******* requested reimbursement of the $899 transfer fee that he paid CarMax charged for the Vehicle transfer.

            CarMax initiated the transfer of the Vehicle from Tinley Park, IL to Beaverton, OR on approximately June 11th, 2016. The Vehicle arrived well within the 28-day time period communicated to Mr. *******. At the time the Vehicle arrived, CarMax completed an appraisal on a vehicle Mr. ******* wished to trade in for the Vehicle. A competitive offer was made however Mr. ******* declined CarMax’s offer. 

            CarMax will not be participating in Mr. ********* requested settlement as the transfer fee is a non-refundable charge used for the transport of the Vehicle to a location more convenient for Mr. *******. Additionally, CarMax does not make or guarantee the amount of any appraisal offer over the telephone.

If Mr. ******* has any questions about this offer, he is welcomed to contact me at ************, ext. *****.  Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

******** ****** ******** *********


7/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In early June I went to Car Max in St. Peters, Missouri to see about trading in my car. Car Max done an appraisal and offered me $12,000.00 for my 2007 Corvette. I also submitted a credit application and picked out my new Corvette (a 2014). Car Max submitted my credit application, with a $12,000.00, down payment. Within minutes a Car Max said I had been approved if I could supply the following documents before I picked up the car: 1. A pay stub (proof of income). 2. A utility bill (proof of residence), 3. An insurance card (proof of insurance). The car I wanted was in Colorado Springs, CO and I was asked to pay a $449.00 fee (non-refundable) to have the car transferred to Missouri. The dealer said before I pay the fee I should fax over a copy of my pay-check stub over for final approval. I faxed my pay stub over the following day. The following day the sales person told me the everything was ok, and that I should pay to have the car transferred. I paid the transfer fee in cash and 10 days later the car arrived. I signed all the papers and picked up the car. About 5 days later I got a call from the Car Max business office, saying there was something wrong with the withholding on my check stub. The Car Max person asked me if I could do her a big favor, "send 3 months of bank statements." I told her I didn't use a traditional bank. I use an electronic fund source bank and get paid on a pay card. I contacted by accounting office and had them send a 90 day report showing deposits to my pay card. I didn't hear anything for another week. A week later Car Max called back and told me that was not good enough. The gave me 3 choices: 1. supply more banking, records, 2. bring the car back, or 3. find your own bank. I sold my car to another dealer for $15,000.00 and used the money for my down payment. Car max told me I would get a refund of my down payment in 10 days by check and that I would have to take a bus or find a way home.

Desired Settlement: Car Max sold me the car without even having the title and then after all the papers were signed stated asking me to come up with more documents, after taking my $12,000.00, plus $449.00 for the transfer fee. The dealer I sold my car to told me he would sell my car back to me for $24,000.00, $7,000.00 more than I got. Car Max has refused to give me the license plates that are in my name and have lied to me over and over about weather the car has actually been registered. Car Max has violated the Missouri Merchandising and Practices Act by selling me the car without a title, as well as several state and federal truth in lending statutes. A local attorney told me what they done in my case is called "Spot financing.," which Car Max has been in trouble for in the past. I have the most beautiful car now, and it makes me sick to the stomach every time I think about giving it back and the way Car Max has treated me. I just want my l plates and for Car Max to honor our signed contract.

Business Response:

July 15, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

*** ******* *********

Complaint ID: ********

**** ********* ******** **** *********** **** *****************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated July 3, 2016 regarding the Vehicle purchased from the CarMax store located in St. Peters, Missouri (“CarMax”) on or about June 22, 2016.

 

In the complaint, Mr. ********* describes concerns with financing for the Vehicle, including stipulations required by the financial institution. Mr. ********* requests that CarMax honor the purchase agreement and allow him to keep possession of the Vehicle.

 

CarMax’s records indicate that Mr. ********* elected to retain legal representation after submitting his complaint, and has filed a petition regarding his concerns.

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

 

Sincerely,

 

Kristina S*****

******** ********* ******** ****

7/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Took car in for schedule B servicing April 28th, charges were $202.00, told everything was okay. Drove home shaking and vibrations, called ask to bring back in to look again, was told for a vibration cost would be $47.50 to check that and shaking since that is two things would be $125, my response just did a Sechedule B servicing, and this should have been address. Drove car couple of days problem persisted decided to stop and have *********/******** check it out. Was told: Both Lower Lateral Arm, Both Lower Control Arm and would need 4 wheel alignment, right side bad enough not to drive said the other side was not as bad but was told fixing on would cause the other to worsen, things that are suppose to be checked in Schedule B. Took to Aristocrat Motors, who confirmed that the right side was as told by ******** correct but they found wrap rotor and balance tires was needed, (again all these things were supposed to checked in Schedule B), complained to corporate office, there was ask to hold off and let the service manager contact me, did that, lost my confidence in Car Max, felt like my life was put in danger driving around. Asked for my money back, talk to Matt who was to call me on 6/11 or 6/12 so I could have money put back on credit card as I was leaving on 6/13 to vacation, Matt called me on the 13th, said I could run in there, told him I was on way to airport, he said he could drop check in mail.. I returned home 6/20, called him now he says he didn't mean drop in mail but he had to send to corporate office to have it sent out..Today is July 7, 2016, I have heard nothing. Just call corporate they informed me that Matt put on the computer that i can come to Car Mar and have it put on my card, I assume the computer is gonna contact me and let me know that? S o very disappointed in this business, and that I have entrusted my life letting then service my car, when its obvious my car was never ever looked at during any scheduled servicing.

Desired Settlement: I would like not only my refund, for them to pay for all the things wrong with my car that should have been found in the Scheduled B servicing,(same things that ******** dealers claims is wrong) and the cost paid to **** **** for the check they did, which I had to pay.

Business Response:

July 19th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ******* *****

***** ****************** **** ************* **** *** **********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ***** regarding her purchase of the Vehicle from CarMax of Kansas City, MO (“CarMax”) on September 9th, 2009. In her complaint, Ms. ***** requested that CarMax reimburse her the amount that she paid for general service work after discovering additional repair concerns after this visit. Ms. ***** also requested that CarMax pay for the additional service concerns repaired by the two service locations listed in her complaint.

            In an effort of customer service, CarMax reimbursed Ms. ***** on July 13th, 2016, in the amount of approximately $200.00 for her previous visit, the full amount of all monies spent during her visit. CarMax did not have the opportunity to diagnose any of these repair concerns prior to these being completed elsewhere; however CarMax did offer to diagnose those concerns on the Vehicle at no charge to Ms. *****. Currently. CarMax will not be participating in any payment of repair costs without performing additional diagnosis.

            If Ms. ***** has any additional questions, she is welcomed to contact me at ************, ext. *****.

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

******** ****** ******** *********

 

7/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a ****** ****** with Carmax January 21,2016. I provided paycheck stubs for both jobs I provided bank statements, I provided a letter from my employer. After having the car for approximately 2 months I received a call from Mary with Carmax corporate stating my financing wasn't approved. They stated I would need to find additional funding. I couldn't understand how a company could turn around and ask for a vehicle back. I put $2000 down on this vehicle. I tried to contact the finance company they stated they had no records of this. I tried to contact Carmax back informed Mary that they had no record. After receiving calls from Mary I started applying for other financing to keep the vehicle. I was able to get approved for partial financing. However the tag on the vehicle expired and was not operational. I tried contacting Mary via phone and email. My calls became not returned and my emails not responded to. I contacted the Sales representative RJ who sold me the car and he told me to contact Carmax Corporate.The car was parked for months and they came and towed the car in June. So not only have I not been able to use the vehicle they took my $2000. All I want is my money or car back. I've went through so much with Carmax from getting ripped off by the sales associate from Carmax sold me Geico insurance told me my down payment was $550. He charged $250 to my card and asked that the rest be paid in cash. I was told that my car insurance would be $200 a month and it came on $640. Carmax has lied, and cheated me all around.

Desired Settlement: Refund me my money

Business Response:

July 15, 2016

***** ***** ********** **********
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

*** *** ***** *******
Complaint ID ********
**** ****** ****** **** *********** **** *****************

Dear Mrs. ****:

I am writing in response to your letter dated June 28, 2016 wherein you forwarded a complaint from Ms. ***** *******, regarding the Vehicle purchased from the CarMax store located in Norcross, Georgia (“CarMax”) on or about January 30, 2016.  Ms. ******* requests in the desired settlement for CarMax to issue her a refund for the amount that she put down towards the purchase of the Vehicle.

CarMax’s records indicate that their last date of contact with Ms. ******* was on or about March 23, 2016 – after Mary Amos in CarMax’s Credit and Collections Department left a voicemail with her in response to a recent email that she sent.  CarMax did not hear back from Ms. ******* until the receipt of this complaint. 

Due to Ms. *******’s complaint still being handled by CarMax’s Credit and Collections Department, CarMax encourages her to contact Mary Amos directly at ************* ext. **** for additional details as it pertains to her desired settlement.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at ************* extension ***** with any questions you may have.

Sincerely,

Nekia W*******
******** ********* ******** ****

7/28/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I went in for a vehicle on the 26th of May 2016 to look at the vehicles and the sales associate by the name of Andrew Morgan was assigned to help me. We searched for cars on the website and decided to have the vehicle which was a **** ******** **** Stock # transferred from Louisville, KY. After he agreed to transfer the car, I emailed him on May 31st at 11:59 am stating "Can you please send over the purchase order". Andrew then replied, "I already emailed it to you. It is called the Buyer's Order. I emailed you on 5/27/16. I no longer have access to it because the vehicle is in a hold mode so can't access that info." I then told him that I did not receive an email from him with the order. He then replied, "Oh. Let me check". I told him that I needed it within 30 mins for my bank to start the process because I was leaving town. He then stated, "We cannot provide you with a buyer's order because the vehicle is in the transfer process. We cannot access the buyers order until the vehicle arrives. I know that you are leaving town but we cannot get that to you until it is physically here. We placed the order on 5/27 and it takes 28 days to get here. Once it is here, I will email you the buyer's order to take to ******** gets here. How long will you be on your trip?" DOES THAT MAKE ANY SENSE WHEN JUST A SECOND AGO HE STATED HE SENT IT ALREADY? Then I told him I'm sorry must have been a miscommunication. He then replied, "I understand for sure. I will be here for you. I will keep that in mind." So THEN I called on June 29th to check the status as he had told me it could take up to 28 days for the transfer. THEY HAD NOOOO RECORD OF A TRANSFER FOR ME. Andrew then stated that day that he "PUT THE TRANSFER IN SOMEONE ELSE'S NAME BUT THE CAR WAS THERE ON JUNE 29TH" THEN HE COMES BACK AND TELLS ME NEVER MIND THIS ISN'T YOUR CAR AND THE ONE YOU REQUESTED IS NO LONGER AVAILABLE AND THAT HE "DROPPED THE BALL ON THIS ONE SO SORRY". NEVER WILL DO BUSINESS AGAIN UNLESS ITS RESOLVED.

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: AT THIS POINT I NEED AN EXPLANATION AND A REIMBURSEMENT FOR THE TIME WASTED WITH THIS DEALERSHIP AS I RENTED A CAR FOR 32 DAYS FOR JACK ***** AND NOW I HAVE NOTHING.

Business Response:

July 12, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: *** ********* *******

Complaint ID: ********

**** ******** *** **** **********

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated June 29, 2016 regarding the Vehicle Ms. ******* inquired about purchasing from the CarMax store located in ********** ******** (“CarMax”) during the months of May and June, 2016.

 

In the complaint Ms. ******* expresses concern related to her request to have the Vehicle transferred from CarMax Louisville to CarMax Denver - South Broadway, and states that she later discovered that transfer was never initiated. As a result of this, she requests that CarMax provide her details regarding the transfer request, in addition to reimbursement for her lost time in the form of store credit.

 

CarMax’s records indicate Ms. ******* visited CarMax Denver - South Broadway on or about May 26, 2016, to inquire about the Vehicle. It is noted that the Sales Consultant assisting Ms. ******* did not initiate the transfer during this visit, as interest in the Vehicle was not clearly indicated.

 

Company notes state that a Sales Manager spoke with Ms. ******* regarding her concerns on or about June 30, 2016, and confirmed the Vehicle she was initially interested in was no longer available. CarMax’s records also indicate that the Sales Manager worked with Ms. ******* during that call to help her find another vehicle she was interested in, but was unable to find another vehicle that met her needs at that time. It’s noted that the Sales Manager speaking with Ms. ******* also made an offer to assist with a transfer fee, should she find another vehicle she was interested in.


While CarMax is unable to reimburse Ms. ********* time in the form of store credit as requested, Ms. ******* is encouraged to call the CarMax Denver - South Broadway sales department at ************, option ** should she wish to speak again about transferring or purchasing a vehicle.

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at ************** extension *****, with any questions you may have.

 

Sincerely,

Kristina S*****

******** ********* ******** ****

7/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I can't get the Release of Lien for my car that I purchased in 2011. I have been trying and trying. Three times. I purchased the car making a down payment and paid it off two weeks later. I have not received the title nor the Release of Lien. I've tried to get the Release of Lien. CarMax from their 1-800 number tells me they sent it out now on two different occasions; however, I have never received it.

Desired Settlement: I just want my Release of Lien and Title

Business Response:

June 20, 2016

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE:      Consumer Complaint of ***** ******

Account ********

            **** **** ******** *** ***************** (“Vehicle”)

Dear Sir/Madam:

Thank you for sharing ***** ******** complaint and providing us the opportunity to respond.  Ms. ****** states that she has not received a lien release despite making several requests.  I am happy to report that Ms. ****** has received the lien release and has been given instructions on how to provide this lien release to her local DMV to receive her title.

I would like to take this opportunity to apologize to Ms. ****** for any inconvenience she has experienced and assure her that we have made every attempt to facilitate her requests.  Ms. ****** purchased this Vehicle on January 22, 2011.  She subsequently paid her account in full on January 31, 2011, and on February 7, 2011 a lien release was processed.   Subsequently, Ms. ****** requested a certified copy of the lien release on March 15, 2016, May 23, 2016 and June 6, 2016.  Our records reflect that for each request from Ms. ******, a certified copy of the lien release was appropriately requested in our system and the account was notated that a lien release was processed and sent to the address provided by Ms. ******.  The account record contains copies of each lien release mailed.   

Our investigation was unable to identify why Ms. ****** never received the lien releases we mailed.  In an effort to ensure receipt of the lien release, we arranged for the document to be sent overnight via ***** to our Dealer Affiliate at the location nearest Ms. ******.  We have confirmed that this release has been obtained by Ms. ******.  Further, our Titles Manager has provided Ms. ****** with instructions on how to obtain her title from the TX DMV.  

Thank you, again, for bringing this complaint to our attention and for the opportunity to assist Ms. ******.  If you need any additional information regarding the above, please contact Jennifer A**** at ***** ******** ******

Sincerely,

Brent A****

*********** ********** *******

CarMax Auto Finance 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

***** ******



Carmax back dated info to cover themselves, but the still have not released their lien from my car.  It's still on my title, even though I bought the car back in 2011.  See evidence enclosed.  I am sending this via the mail to you, CarMax and TXDMV Complaint Dept.

Business Response:

July 26, 2016

 

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

 

RE:      Consumer Complaint of ***** ******

Account ********

            **** **** ******** *** ***************** ***********

           

           

Dear Sir/Madam:

 

Thank you for sharing ***** ******** dissatisfaction with our complaint response.  We were sorry to hear that she was not satisfied with our resolution to her concerns.  Upon learning of Ms. ******** dissatisfaction, we immediately reached out to her.  She advised that while she did receive our Release of Lien, she was unhappy with the fact that she would have to go to the DMV to complete the process of getting a title without our name listed as lienholder.  When we advised her that she could skip this process and keep the Release with the title, she was unhappy with the prospect of keeping track of an additional document. 

I am happy to report that we were able to find a solution that was satisfactory to Ms. ******.  We asked that Ms. ****** send us her certified duplicate copy of her title so that we could notate our release on the title and send it back to her.  We sent Ms. ****** a ***** overnight envelope so that she did not incur any expenses.  We received Ms. ******** title on July 20, 2016.  We notated the title and immediately sent it back to her.  She received the notated title on July 21, 2016.   In addition, we reimbursed Ms. ****** the ***** she spent on the certified copy of the title.  She received this reimbursement via ***** on July 25, 2016.

Thank you, again, for bringing Ms. ******** dissatisfaction with our complaint response to our attention so that we had the opportunity to find an alternative solution. If Ms. ****** needs anything further, I hope that she will contact ******** ***** ** ***** ******** ******

 

Sincerely,

 

Brent A****

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

***** ******

7/26/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: When I first purchased my vehicle, I reported an issue to Carmax regarding my suspension. Carmax has a policy to make repairs to vehicles you purchase. They made other low cost repairs to my vehicle including the blown speakers and paint on my hood. They identified a suspension issue and leaks but said "it wasn't that bad" and refused to fix the suspension. I also took it to ***** to have actual ***** certified mechanics do the diagnosis and they also identified the same issue and advised that I should schedule repair. I gave Carmax this information and they still refused to repair it because it was costly. This issue has now become more pronounced and needs to be fixed immediately.

Desired Settlement: I would like Carmax to honor their agreement and fix issues that arise with its vehicle. This issue was brought up when I first brought my car from them and they have refused to honor their agreement. It's not fair that they pick and choose which types of repairs they will honor if it is cost effective to them. I am a repeat Carmax buyer and this situation has been frustrating as I never had an issue with their warranty repair program with my previous vehicle.

Business Response:

July 11, 2016

***** ***** ********** **********
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: *** ******** *****
Complaint ID ********
**** ***** ** *** **** *********** **** *****************

Dear Mrs. ****:
 
I am writing in response to your letter dated June 25, 2016, wherein you forwarded a complaint from Mr. Clarence ***** regarding the Vehicle purchased from the CarMax store located in Midlothian, Virginia (“CarMax”) on or about March 26, 2014.  Mr. ***** requests that CarMax repair the Vehicle’s suspension concern under the terms of their 30-Day Limited Warranty.

Mr. ***** brought the Vehicle to CarMax on or about April 28, 2014 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 Mr. Lewis.  No leak was found at the time of this visit. 

The Vehicle was later brought back to CarMax on or about July 8, 2014 to inquire about a faded hood concern.  CarMax repaired and repainted the Vehicle’s hood at no cost to Mr. Lewis.  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, 2014 and is therefore declining Mr. ******* requested settlement to repair the Vehicle’s suspension under their 30-Day Limited Warranty.  Conversely, if Mr. ***** would like for CarMax to diagnose and repair the Vehicle at their standard rate, he can contact their service department directly at ************* ext **

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at ************* extension **** with any questions you may have.

Sincerely,

Nekia W*******
******** ********* ******** ****

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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 noticed that the response from Carmax said they fixed the front strut.  The only struts they ever fixed was the rear.  They never fixed the front because they said they couldn't find the leak that ***** found.Again, I would like to reassert the original complaint.  I took my car to ***** to get the initial diagnosis because I wanted the actual makers of the vehicle to have a look since they are the experts.  ***** advised that all 4 struts needed replacing and the right front strut also had a leak.  I took this information back to CarMax and showed them the ***** paperwork and they only fixed my back struts.  They never fixed the front struts as the analyst responded.  They also said they didn't see the leak that ***** had already confirmed.  That in no way means the leak didn't exist.  I truly believe they didn't want to fix the front struts as well because it would have been expensive.  They only did the back struts and Carmax doesn't have that documented either but they accepted Lexus' evaluation on that diagnosis.  Again they are only honoring certain repairs.  

7/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I put a car on hold online at carmax for store **** ** ******* **** ********* ** over 2 weeks ago a sells person by the name of Cameron R*** contacted me that day to tell me he would be my sells rep I was super excited he went through the basic's & followed back up with me the next day to check to see if I qualified for the car it took a few questions & answers then I was approved & had a quote he told he would put in the paper work to get the car ported to their store within a few days he also said he would follow up with me regularly after that call things started to go wrong he wouldn't follow up or return email's or call's unless I called the store & left a message for him even after that he wouldn't keep me informed & nor updated when he did it was always late in the day or a week later I tried to have my proof of insurance faxed to him before I got there but he kept giving me the wrong fax number this delayed me in so many ways another issue was I was suppose to be able to track the car every move with the transfer timeline but that was not the case I was told the car would be at the store for pick up on 6/18 on the 18th I emailed him & never got a response until I called into carmax his co worker said he would reply the message he finally called back late that day & said the workers that package or transfer the car went on strike & he will have it ship 2 days later finally he gave me another date the car would arrive at the store it was 6/24 he called me late in the day knowing I had a long ride ahead of me he also didn't respond to my emails on weather or not he received my proof of insurance for my new car lastly when going through the paper work I told him I would like a temporarily plate so that I can go to my local dmv to get custom plates he told me that it was mandatory that I have plates from carmax & I couldn't get a temporarily plate I asked the front desk person name luise to spoke with a office manager & I was told there wasn't one available

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: I should not have been lied to nor deceived I am a disabled veteran & would have liked to get plates of that nature this is my second car I got from carmax & I do not feel they have good customer service I had an appointment & still was there for over 2 hours thats hard for someone thats 65 I'm in debt thousand's of dollars for this lovely car & carmax scammed me out of a car plate fee

Business Response:

July 7, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: *** ****** ******* ***

Complaint ID: ********

**** ******* ******* (the “Vehicle”), VIN: *****************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated June 25, 2016 regarding the Vehicle purchased from the CarMax store located in Beaverton, Oregon (“CarMax”) on or about June 24, 2016.

 

In the complaint Mr. ****** describes concerns with communication and delays related to transferring the Vehicle. Mr. ****** also states he was not able to receive a temporary license plate for the Vehicle, which would allow him to later acquire the desired veteran’s vanity plate with the Department of Motor Vehicles. However, Mr. ****** shares that he paid for and received a standard license plate at CarMax. He now requests that CarMax refund him the amount that he paid for the standard license plate at the time of purchase.

 

CarMax’s records indicate that the Beaverton location has a few license plate options available for customers to select from in-store. These options, however, do not include the veteran vanity license plate. When a style of license plate is requested that is not available in-store, CarMax’s policy includes issuing a temporary tag at a cost of approximately $30 to the customer, which allows the customer up to 21 days to purchase the desired vanity license plates at their local Department of Motor Vehicles office.

 

While CarMax has no record of Mr. ******** request for a temporary tag at the time of sale, a member of CarMax Beaverton’s Business Office department called Mr. ****** on or about July 12, 2016 and offered to refund him the difference between the cost of a standard license plate and a temporary tag fee. Company records indicate that Mr. ****** was unavailable at the time of that call, so a message was left for him. Should Mr. ****** wish to accept CarMax’s offer, he is encouraged to call the CarMax Beaverton’s Business Office at ************* option **

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at ************** extension *****, with any questions you may have.

 

Sincerely,

 

Kristina S*****
******** ********* ******** ****

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

****** ******

The point of filing a complaint was to express my concerns to let Carmax know that their employer Cameron R*** was dishonest with me while processing part of my paperwork all the other associates was straight forward & honest I tried reaching out so many times to the office directly but everytime I called I was told there wasn't a supervisor available what I am saying is truthful understand out of all things why would I be dishonest about a license plate when I just financed a 2nd car for over 36,000 from Carmax.

7/26/2016 Problems with Product/Service
7/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had nail in my rear tire and I was informed all four of my tires were installed (inside out) improperly. I have been driving on these tires for a year and I could have been in car accident due Carmax falsely reporting that vehicle was certified with a full point inspection. I arrived to Carmax on 6/28/16 and spoke with Jonathan V********* and the superviosr Gary to address the issue they apologized and remounted and rotated my tires and they claimed further damages was my fault. The supervisor Gary was unconerned about my issue at hand. By me being a woman purschasing my first car I placed my faith in Carmax selling me good car only to discover all of my tires are damaged. I also had other issues with this car that had to be repaired which Carmax claimed the recall for this car couldn't be found in their database. I am applaud with the service Carmax render towards me . I wil NEVER recommend nor purschase another vehicle from this company. I no longer want this vehicle, I understand that the vehicle used however they claimed they performed a full point inspection only to find out they lied.

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: I would like my money back because my bank paid for this car in full. I don't want to be responsible for any additional repairs due to Carmax selling a undrivable vehicle. Since the tires have be reversed now they are not drivable and I'm responisble for purshasing four new tires. THIS IS UNACCEPTABLE AND UNPROFESSIONAL.

Business Response:

July 11, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: *** ******** *****

Complaint ID: ********

**** ***** ******* **** *********** **** *****************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated June 28, 2016 regarding the Vehicle purchased from the CarMax store located in Memphis, Tennessee (“CarMax”) on or about June 20, 2015.

 

In the complaint Ms. ***** expresses concerns with the Vehicle’s tires being installed incorrectly, one of which recently went flat after she ran over a nail. She also states that she had a recall repair addressed during her ownership. Based on this, Ms. ***** requests that CarMax refund the money she paid through bank financing to purchase the Vehicle.  

 

CarMax’s records indicate that Ms. ***** brought the Vehicle to CarMax Memphis’s service center on or about June 28, 2016 to inquire about a tire mounting concern. Service notes from the Service Manager state that four new tires were installed before Ms. ***** purchased the Vehicle. However, it was confirmed that the Vehicle’s tires had been installed inside out at the time of replacement. CarMax offered to remount the three tires for Ms. *****, fix the remaining flat tire (should the nail damage allowed for repair), and inspect each tire and wheel.

 

During the inspection, it was noted that one wheel was bent, consistent with damage from hitting an object or driving over a pothole. After looking at the flat tire, the Service Manager discovered that the damage was unable to be repaired, and that Ms. ***** would need to replace it with a new tire. Service notes from the visit indicate that the tires were wearing evenly and still had a good amount of tread depth, after a year of the Vehicle being driven by Ms. *****.

A search of the Vehicle’s VIN on the National Highway Traffic Safety Administration (NHTSA) website does not reveal any open recalls for the Vehicle. Ms. ***** is encouraged to speak with the Vehicle manufacturer directly for any questions she has regarding manufacturer vehicle registration or recall notifications.

 

While CarMax is unable to participate in reimbursement for the full cost of the Vehicle as requested, they have assisted by completing the above mentioned tire remount and inspection at no cost to Ms. *****. Should Ms. ***** still need to replace the tire that was damaged during normal operation of the Vehicle, she is encouraged to call the CarMax Memphis service department at ************, option *. The service department will be happy to assist by providing pricing for Ms. *****’s preferred brand of tires for the Vehicle.

 

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at *************, extension *****, with any questions you may have.

 

Sincerely,

 

Kristina S*****
******** ********* ******** ****

7/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this vehicle on February 12, 2016 and at that time I was told that the car had been fully inspected. I called on February 17, 2016, as I was told I had 5 days to advise of any issues with the vehicle that would be of no cost to me to repair, and advised: there was noise when I would come to a stop as if the brakes needed to be replaced and there was a popping or clicking sound in the front passenger tire area whenever I make a right turn. I took my vehicle in for service on February 26; when I dropped it off I told Gretchen that on my way there I also noticed a rattling noise coming from the hood. I was told that after the initial inspection that same day that there was a part that was rubbing against the brakes that was causing that sound but that it had been adjusted and the brakes did not need to be changed. I was also told that an alignment was done, which was not, to fix the popping/clicking sound that I was hearing in the front of the vehicle. On March 2, I received a call from Gretchen advising that the car was sent out for the rattling noise in the hood area. I received several calls after that advising that the hood issue was still not fixed and had to be sent back a few times. eventually being told that my vehicle would have to go to a body shop for the hood issue to be taken care of. I returned the loaner vehicle and took my vehicle home on March 8th. About 1 month later I started to notice the popping/clicking sound again in the front of the vehicle and a screeching noise in the rear. I called and scheduled for service again and was told that I would not get a loaner because that is only available for the first 30 days after purchase. I could not keep that apptmt as I did not have another running vehicle at the time. Forward to today when I took my vehicle in, I am being told that I will have to pay $499 for brakes and rotors to be replaced because that is the noise that I keep hearing.

Location:
Make:
Model:
Owner/Co-Ownder?

Desired Settlement: I have expressed my concern with the supervisor of the service department, I have not received a call back yet. I don't feel that I should be paying for something that should have been taken care of when I initially took the vehicle in for service. Not to mention the fact that I am certain that the popping/clicking sound I hear in the front is a ball joint issue and I am afraid that if I keep riding on it this way the tire will eventually fall apart. I find it interesting that when I called this time I told them that my check engine light had come on and I took it to advance auto as soon as it did and was advised that it was the O2 sensors that were bad. I keep being told that if the service person cant duplicate the problem it wont be fixed, however, I was told the same thing about the O2 sensors when I spoke w/ David and my check engine light was not on when I dropped the vehicle off today. It's as if my concerns mean absolutely nothing and that is bad business!

Business Response:

July 5, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: **** *******

Complaint ID: *******

**** ******* ****** **** *********** **** *****************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated June 8, 2016 regarding the Vehicle purchased from the CarMax store located in Columbus, Ohio (“CarMax”) on or about February 12, 2016.

 

In the complaint Ms. ******* describes concerns with a popping or clicking sound in the Vehicle’s brakes and rotors, in additional to a rattling concern coming from the front end of the Vehicle. Ms. ******* also mentions an unreturned call from a member of CarMax’s service management team and requests that CarMax repair the Vehicle at no additional cost to her.

 

CarMax’s records state that the service department corrected the Vehicle’s alignment and the hood noise concern at Ms. *******’ appointment on or about February 26, 2016. Service notes indicate that Ms. ******* returned for another appointment on or about June 8, 2016, during which one of the Vehicle’s O2 sensors, ball joints, upper control arms, and alignment were addressed under the terms of her MaxCare Extended Service Plan.

 

Ms. ******* later contacted a member of CarMax’s service management team on or about June 9, 2016 to readdress concerns with the Vehicle’s brakes and rotors. As a gesture of goodwill, CarMax offered to replace the front rotors and brake pads at no cost, in addition to offering to repair the Vehicle’s rear brakes at a discounted rate. CarMax’s records indicate that Ms. ******* declined the offer of assistance for the Vehicle’s rear brakes.

 

If Ms. ******* would like to accept this offer, CarMax encourages her to speak with the ******** ****** ********** service department by calling ************, option **

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at *************, extension *****, with any questions you may have.

 

Sincerely,

 

******** ******

Analyst, Executive Response Team

Consumer Response:

Better Business Bureau:

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

I did not accept the offer for a discounted rate to change my rear brakes and rotors because I feel that it should have been taken care of when I bought it in within the first thirty days of purchase.  When I picked up my vehicle this time, I smelled something burning under my hood and one of my tail lights was out.  How can you test drive a vehicle and not notice these things?  This store has to do better and I will never refer anyone else to this place.  I called and left a message on the voicemail because of course when I called at 5:0pm amazingly I got no answer, and I called several times.

Regards,

**** *******

7/21/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Paid for transfer fee $249 + tax after informed of finance offers for specific vehicle on 05/27/16, they processed payment immediately but never transfered car. After call in on 06/19/16, they admitted to it never being put on the carrier for transfer. After two more weeks of waiting, it arrived ready for me to see on 07/01/16. After driving it and confirming my decision to buy, they ran my financing again because due to their neglegence the finance offer expired. . My inactivity of credit suddenly got me a rate that was over double the apr initially offered by the same lender. The salesman saI'd they could manually enter it to accommodate their mistake and finally refund my transfer fee. NOW, they are refusing to accommodate my original finance offer and told me to find another vehicle even though I have communication proof stating my options from the first finance offer.

Location:
Make:
Model:
Owner/Co-Ownder?

Business Response:

July 14, 2016

***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ******* ********

 **** **** ******* VIN: ***************** (“the Vehicle”)

Dear Mrs. ****,

Thank you for forwarding the complaint received in your office from ******* ******** regarding the Vehicle transferred to CarMax of Albuquerque, NM (“CarMax”) on May 27, 2016. In the complaint, Ms. ******** states that on May 27, 2016, she completed a finance application for the Vehicle and paid to have it transferred.  She explains there was a delay in having the Vehicle transferred, which resulted in the expiration of a favorable finance offer.  Ms. ******** would like for CarMax to honor the original finance offer, which she received on or around May 27, 2016.

CarMax has assisted Ms. ******** with obtaining approval for the original financing offer, and is happy to report that she has since purchased the Vehicle.

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 ************** ext. *****.

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

Consumer Response:

Carmax went through hoops with the finance companies and got their corporate office involved for the favorable resolution. The salesman (Carl M.) was beyond outstanding. I am very appreciative of their dedication to my satisfaction as a customer. The vehicle is what I expected and what was advertised. I got the best warranty deductible at $50 and GAP coverage which added to my monthly payment but that was to be expected. HUGE THANKS TO THOSE INVOLVED.

[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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

******* ********

7/18/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear Sirs: I have purchased a used car (********* ******* ****) from Carmax along with MaxCare Service Contract (hereinafter, referred to as “The Warranty”) on 12/30/2014, from their Hartford branch in Connecticut (CT). The warranty was for 5 years with 100,000 Expiration Miles. I had to cancel the MaxCare Service Contract on 02/02/2016 immediately once I realized that Carmax (located) in Hartford indeed misrepresented the facts against me as an honest customer. This is absolutely unacceptable for a huge company like Carmax. I had a problem of "misrepresentation (dishonesty) of the facts" from Carmax in Hartford, CT. The car is a 2013-made car. When I purchased the car from Carmax along with the Warranty they sold, the car was also under the warranty with the original manufacturer (Mercedes) which is 4 years in principle. Carmax has sold me their Warranty, saying that my car is under Double Warranty. When there happened a couple of glitches I brought my car to Carmax in Hartford for the service, two times, one in January of 2016 and one in February of 2016. At the first time, I was told that I should bring the car to ******** (located) in Hartford (CT). The problem was solved then by the people from ******** quickly. Couple of weeks later when some other glitch happened I brought the car to Carmax again. I was then told that the car is already under warranty with ******** and therefore Carmax is NOT responsible for that until the warranty with ******** expires. They told me that my Warranty from Carmax does NOT apply as long as the original Warranty from ******** is still active. I have told this to Carmax many times in writing and asked for a full refund. But they did not agree to give me full but partial refund even though they know that they conducted a dishonest business at all. They told me that due to the time window that has passed since the purchase of the Warranty, they cannot do it. The problem here is related to Carmax's MISREPRESENTATION OF THE FACTS.

Location:
Make: MERCEDES
Model: GLK 350
Owner/Co-Ownder? Yes

Desired Settlement: I have told this to Carmax many times in writing and asked for a full refund. But they did not agree to give me full but partial refund even though they know that they conducted a dishonest business at all. They told me that due to the time window that has passed since the purchase of the Warranty, they cannot do it. The problem here is related to Carmax's MISREPRESENTATION OF THE FACTS. I am asking for a FULL REFUND. The total amount of the Warranty was $4,649 and I got $3,874.33. Therefore I am asking to get the remainder $774.67.

Business Response:

July 7th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

*** ***** ******

***** ****************** **** ************* ****** *** **********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ****** regarding his purchase of the Vehicle from CarMax of Hartford, CT (“CarMax”) on December 30th, 2014. At the time of purchase, Mr. ****** elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 60 months, or until the Vehicle exceeded 100,000 miles, with a deductible of $50.00.   In his complaint, Mr. ****** requested that CarMax refund the full amount of the ESP purchased at the time of sale.

            CarMax was aware of Mr. ******** concerns prior to receiving this complaint and has spoken with Mr. ****** regarding this request on multiple occasions. Mr. ****** requested a full reimbursement of the ESP due to the Vehicle’s odometer reading still being within the parameters of a ************* manufacturer warranty at the time of his purchase. Mr. ****** suggested that this would be considered a “double warranty” on the Vehicle and that the ESP would not be necessary. CarMax informed Mr. ****** 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. ****** 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 contract. CarMax refunded Mr. ****** $3,874.33 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 $774.67 that Mr. ****** requests. If Mr. ****** has any further questions, he may contact me at *************** extension *****.

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

******** ****** ******** *********

7/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I were involved in an accident on 6/9/2016. My wife was driving and all of a sudden we heard a big loud noise and the driver's side wheel fell off and we hit the center divider on highway 99. The cause of the accident was because the front driver's wheel busted off, the reason we know that is because the center part of the rim stayed on the vehicle with the lug nuts and that's the reason why we hit the center divider. Also, none of the airbags deployed on the vehicle. I let Car Max know what happened, they had the vehicle towed to their shop and had their mechanics look at it. At this time, they told us that it was an outside influence that caused the rim to break. They said we hit the wall first and then the rim broke, which is impossible because that's what caused us to wreck and what's left of the tire and rim is unmarked. If the rim would of hit the wall, it would of been marked up. So they're saying they're not going to pay for the repairs. When i ask why the air bags didn't deploy, they change the subject. This is why I need your assistance on getting my vehicle repaired.

Desired Settlement: Repair vehicle back to new and have the rims changed because I'm scared that the other three might break, and find out the reason why the air bags didn't go off because my wife hit the wall at 65 miles per hour.

Business Response:

June 23, 2016

***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ****** *******

**** ***** *** **** **** ***************** ***** *********

Dear Mrs. ****,

Thank you for forwarding the complaint received in your office from ****** ******* regarding the Vehicle purchased from CarMax of Fresno, CA (“CarMax”) on March 16, 2016. In the complaint, Mr. ******* states that he and his wife were in a collision which involved damage to the Vehicle’s front wheel.  Mr. ******* states that the cause of the collision was the wheel coming off of the Vehicle, and requests CarMax complete needed repairs on the Vehicle.  He also requests a reason behind his airbag not deploying during the collision.

CarMax inspected the Vehicle and found no evidence of failed parts that would have contributed to the wheel falling off.  An inspection of the tie rod showed evidence of external impact.  All evidence points to the wheel damage being caused by a significant impact by an outside object. Mr. ******* can refer to the Vehicle’s manufacturer for additional details on why an airbag may or may not deploy during a collision.

CarMax would be happy to complete needed repairs on the Vehicle. However because the Vehicle is outside the 30-Day Limited Warranty, costs associated with the repairs would be Mr. *******’s responsibility.  As of June 23, 2016, Mr. ******* has declined to have CarMax complete the needed repairs.  Out of customer service, CarMax has paid to have the Vehicle towed back to Mr. *******.

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 ************** ext. *****.

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

7/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I HAVE BEEN IN THE DEALERSHIP NUMEROUS TIMES FOR A MASS AIR FLOW INTAKE PROBLEM A PVC ISSUE AND THEY HAD TO GIVE ME 2 TRANSMISSIONS WITHIN A YEAR. I PURCHASED THE CAR IN JULY 2015 AND HAVE HAD THIS WORK DONE UP TILL A MONTH AGO. I HAVE BEEN BACK IN FORTH TO CAR MAX NUMEROUS TIMES. I WORK IN THE DESERT I TRAVEL BY MYSELF EARLY IN THE MORNING WHEN DARK OUT AND THIS IS UNACCEPTABLE. THIS IS A SAFETY ISSUE. I CAN NOT GET ON THE FREEWAY WITH ENOUGH BARELY ENOUGH SPEED TO GET ON AND GET OUT OF THE WAY WITH BIG RIGS ON THE SIDE OF ME.. THEY GAVE ME A 2 TRANSMISSIONS. ONE I COULD BARELY GET HOME AS SOON AS I LEFT THEIR ESTABLISHMENT. EVERY TIME I ACCELERATED IT WOULD GO NOWHERE AND THIS IS AFTER THEY HAD IT FOR A COUPLE WEEKS. I BOUGHT THE EXTENDED WARANTY WHICH INCLUDES A RENTAL BUT I DID NOT GET THAT THE FIRST TIME IT BROKE DOWN. I TRADED UNDER BECAUSE I GAVE THEM A PERFECTLY GOOD RUNNING 2010 LEXUS IS I ALSO BELIEVE FALSE ADVERTISING I NEVER KNEW UNTIL I TRIED TO GO AND GET A LOAN FROM MY CREDIT UNION THEY TOLD ME I WAS UPSIDE DOWN AND CANNOT GET FINANCED. THIS IS NOT ONLY A SAFETY ISSUE I AM NOW UPSIDE DOWN 11,000 TO 12,000 DOLLARS. I DESPERATELY NEED HELP. PLEASE I AM SCARED DRIVING THIS TYPE OF VEHICLE EARLY IN THE MORNING NOT EVER KNOWING IF THE ENGINE LIGHT IS GOING TO GO ON. I HAVE ALL PAPERWORK AND RECEIPTS BACKING EVERYTHING UP. THANKS

Desired Settlement: REFUND THEY TAKE THE CAR BACK AND LEAVE MY CREDIT INTACT.. I AM NOT ASKING FOR ANYTHING OTHER THAN THEY PAY THE CAR OFF AND LET ME GO .... THIS IS HORRIBLE I HAVE NEVER BEEN IN A CAR AS NEW AS A 2013 WITH 2 TRANSMISSION ALREADY.. ITS A SAFETY ISSUE.

Business Response:

July 9, 2016

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: *** ******* ******

Complaint ID: ********

**** ****** ****** **** *********** **** ****************

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated June 18, 2016 regarding the Vehicle purchased from the CarMax store located in Ontario, California (“CarMax”) on or about July 25, 2015.

 

In the letter Ms. ****** describes concerns with the Vehicle’s mass air flow intake system, PVC valve, and an issue related to the Vehicle’s acceleration. Ms. ****** also expresses concerns regarding her MaxCare Extended Service Plan, and the negative equity applied to the loan for the Vehicle.

 

CarMax’s records indicate that Ms. ****** brought the Vehicle to CarMax on or about April 18, 2016 for a service appointment to address the mass air flow intake system concern. Due to the Vehicle being within the applicable miles and months for the manufacturer’s warranty, CarMax sublet the Vehicle to a Nissan service center for the repairs. Service documents also indicate that Ms. ****** brought the Vehicle back to CarMax on or about March 29, 2016, and on or about May 3, 2016, for transmission concerns. CarMax sublet the Vehicle to the Nissan service center on both occasions.

 

CarMax’s Operations Manager spoke with Ms. ****** on or around the week of June 12, 2016. Notes from this conversation stated that Ms. ****** shared that there were no current mechanical concerns with the Vehicle at the time of that conversation. Records also indicate that the previous repairs were discussed at that time, in addition to an explanation of the negative equity from her previous vehicle (as stated in her financing paperwork).

 

While CarMax is happy to appraise the Vehicle for Ms. Briggs, they will not be participating in the buy back of the Vehicle or the request to pay off the remaining loan for the Vehicle. Should Ms. ****** wish to bring in the Vehicle for a no-pressure appraisal, she is welcome to visit ****** ******* to receive a written offer, which is valid for seven days.

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at *************, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

******* ******

7/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a **** ***** ** with 7k. When I first drove off the car made a grinding sound, then upon further examination I found pet hair. While driving the car a flea landed on my hand. So the car had audioable issues from the brakes and now pet hair with bugs. Keep in mind I mentioned that I'm Immunocompromised with HIV/AIDS. I returned the car under the 30 day warranty to attempt to correct the issues. Meanwhile I'm traveling back and forth 300 plus miles since I live in Iowa, but came to CarMax thinking that "the way car buying should be." I pick up the car yesterday and they didn't remove all the hair and to make matters even worse, they TORE the backseat in several locations. They didn't fix the starter that made a grinding sound, even after the technician acknowledged the sound when I first dropped it off. (Separate but all the same issues with service department) they said they would remove glue that THEY placed on the vehicle with their advertising and didn't.... I understand it's a used car, but they are no different then enterprises, when they sell their fleet vehicles. I suffer from chronic illness and anxiety issues. This is by far the WORST experience I've ever had in my life with ANY DEALER.

Desired Settlement: I DO NOT TRUST CARMAX, NOR DO I EVER WANT TO DEAL WITH THEM. I WANT THE VEHICLE PRICE ADJUSTED OR SOME TYPE OF PAYOUT COMPENSATION. MINIMUM OF $750. THIS IS UNACCEPTABLE. But no further contact with the company an apology, store credit, anything. Just the simple fact that I filed is fine. I truly don't expect a damn thing from these crooks.

Business Response:

June 21, 2016

***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: **** ****

VIN: ***************** **** ***** ** (“the Vehicle)

Dear Mrs. ****,

Thank you for forwarding the complaint received in your office from **** **** regarding the Vehicle purchased from CarMax of ********* ** (“CarMax”) on April 26, 2016. In the complaint, Mr. **** states that he brought the Vehicle to CarMax for service, and is not satisfied with the work completed. He requests a minimum settlement of $750 as compensation.

While CarMax declines Mr. ****** request for relief, we want Mr. **** to be confident in the Vehicle.  CarMax has been in communication with Mr. **** about having service work completed at a Toyota dealership that is more convenient for Mr. ****.  CarMax will be in communication with Mr. **** until repairs are completed. 

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 ************** ext. *****.

Sincerely,

Jennifer L****

******** ****** ******** *********

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

**** ****


please reopen this case, we are currently trying to figure out tax and title. They sent the wrong information for my titling information, stating that the car was sold at 70,008K on the ODO but it was actually bought with 7,008 Miles. I have made several trips to and from Clinton County, Also in the bill of sale they didn't include my trade in which didn't allow me to have the tax credit. So now I am currently driving on expired tags. 




Thank you very much for your time, 

**** ****

7/12/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Good morning. My name is ******* ****** and I purchased a ***** ****** in February rhis year.  I took my car for an oil change in June and was told that my transmission fluid, brake fluid and ac filter needs to be changed. I called CarMax on NW Freeway and spoke with delain on June twenty first and was told that they do an inspection on the car prior to purchase and any problems they noticed would be fixed. She told me that they could go half on the service and I declined.  When my issue was not resolved I asked to speak with a supervisor and was told one would call me back.  No one has called me back. I also send a text message to Jorge the sales rep and was told to take my car to the location on the Southwest Freeway since it was closest. I have not taking my car to the  Southwest Freeway location due to speaking with John in the service department and being told that there was nothing they could do in regards to paying for the repairs do to the thirty day warranty. The sticker in my window from CarMax shows that the oil was last changed year. Please also keep in mind my car was purchased after the service department was closed.I should not be responsible for the repairs due to your one hundred and twenty five point inspection.  If the car was truly inspected these issues would have been noticed.

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: I would like to have my car serviced and checked. This is something that should have been done to my car prior to purchase. I do not want to deal with anyone on the NW Freeway or SW Freeway location or carmax period if possible.

Business Response:

Dear Mrs. ****,

Thank you for forwarding the complaint received in your office from ******* ****** regarding the Vehicle purchased from CarMax of ******* ***** ** (“CarMax”) on February 23, 2016.  In the complaint, Ms. ****** states that upon having the Vehicle’s oil changed, she was advised that the transmission fluid, brake fluid and A.C. filter needed to be changed.  Ms. ****** requests that CarMax cover the cost of a vehicle inspection and any needed service thereafter.

On or around June 28, 2016, a manager spoke with Ms. ****** about the service recommendations mentioned in this complaint.  The manager also contacted the dealership which made the service recommendations – in order to learn more about the Vehicle’s diagnosis. Based on this discussion, CarMax agreed to replace the cabin filter at no charge to Ms. ******.  In addition, CarMax agreed to complete a fluid inspection on the Vehicle, and also arranged to have any needed work completed at a location more convenient to Ms. ******.

As of July 8, 2016, CarMax has not seen or heard from Ms. ******, but encourages her to contact the Southwest Freeway location to arrange a service appointment to complete the agreed upon service and inspection.

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 ************** ext. *****. 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,
******* ******



7/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dropped vehicle off for service under my maxcare plan that I paid well over $2000 for and when I use it I get horrible customer service and lies from the service advisor who promised to call me back. I relayed the message y that I needed to know if I needed to pick up my car or not and that I was leaving work. after getting to the dealership to pick up a loaner vehicle the tried to give me a car that was dirty smelled bad with dog hair.

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: to take my car to the ******** dealership and use my maxcare there

Business Response:

July 7th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ****** *****

***** ****************** **** ************* **** *** **********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ***** regarding his purchase of the Vehicle from CarMax of Greensboro, NC (“CarMax”) on April 19th, 2016. At the time of purchase, Mr. ***** also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 60 months or until the Vehicle exceeded 75,000 miles with a deductible of $50.00. In his complaint, Mr. Allen requested that the ESP be used at a ************* dealership as opposed to CarMax.

            Mr. ***** brought the Vehicle to CarMax on approximately June 28th, 2016, inquiring about a noise concern when braking. CarMax was unable to duplicate this concern when test-driving the Vehicle and informed Mr. Allen that no repairs were needed.

Per Mr. ******* request to replace the brake pads and rotors with original equipment manufacturer (“OEM”) parts from Mercedes-Benz, CarMax elected to do so at no cost to Mr. ***** in an effort of customer service.

            Mr. ***** picked up the Vehicle from CarMax on approximately July 1st, 2016, with these repairs completed. In the event that Mr. ***** has any additional repair concerns or any further questions, he may contact me at **************, ext. *****.

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D***** ******** ****** ******** *********

 

 

 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,
****** *****

This noise started before the 30 day warranty period and it continues to make noise. Yes it did not make this noise while the vehicle was at the dealership. It stops and starts. I am going to take a recording of this noise when it happens again. I want to be able to enjoy my vehicle without taking it in constantly.

7/12/2016 Problems with Product/Service
7/12/2016 Problems with Product/Service
7/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 28, 2016, I purchased a **** ***** ******** **** ****************** Your sales department says that CarMax guarantees that all cars are fully inspected for damages etc. With this transactions, there was a $10,000 check and a debit of $2,000.00. On Monday, June 30, 2016, I had the car inspected. The findings were amazing. The ****** did not show any collisions but my mechanic found the following: 1 Electronic power steering making noise due to a collision repair 2. Front engine cradle had been replaced 3 Lower Splash Guard repainted 4. Front bumper repainted. This was very obvious to a novice mechanic even though I was ensured that all vehicles are checked. Returning the car was fast however, I could not obtain my $2000.00 debit card transactions returned and was told I had to wait 10 business days. I do understand this of the $10,000 check that was written.

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: Expedient Refund and satisfaction that CarMax will honor their promise to there customers that vehicles will be inspected prior to selling to customers. Especially selling vehicles at blue book prices.

Business Response:

July 7, 2016

***** ***** ********** **********
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

*** *** ******* ****** ***
Complaint ID ********
**** ***** ******* **** *********** **** *****************

Dear Mrs. ****:
 
I am writing in response to your letter dated June 20, 2016, wherein you forwarded a complaint from Mr. ******* ***** regarding the Vehicle purchased from (and returned to) the CarMax store located in Houston, Texas (“CarMax”) on or about June 18, 2016.  Mr. ***** requested in the desired settlement for CarMax to expedite the return of his down payment, and also continue to complete their 125-point inspection on every vehicle sold.

Mr. ******* contacted CarMax’s Executive Response Team the same day that this complaint was submitted – for assistance with the above requested settlement.  CarMax’s Executive Response Team partnered with their Mail Refunds Department and was able to overnight check #********** to Mr. ******* on or about June 23, 2016.  Online FedEx Tracking confirmed that this check was delivered to Mr. ********* home address the following day.  

In addition, CarMax’s Executive Response Team apologized for any miscommunication that may have transpired at the time of sale and explained that CarMax does not guarantee an accident-free vehicle.  However, CarMax does guarantee to not sell vehicles with known flood or frame damage.  Mr. ******* was satisfied with CarMax’s offer of assistance.

CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.

Please contact me at ************* extension **** with any questions you may have.

Sincerely,

Nekia W*******
******** ********* ******** ****

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.]

EEven though I accept this, the mere fact that CarMax sold a car at fair market price and the car had substantial damage that was not on a ****** report indicates a better inspection should be conducted.  As a result of a better inspection, the price should be indicative of the profits quality.  I would like my $40 for the inspection my personal mechanic conducted..


Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: complaints@richmond.bbb.org.

Regards,

******* *****



7/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The vehicle has been in and out of the Carmax shop for repairs at least 5 times over the past 2 months. Purchased vehicle in least than a week of purchase vehicle had to be placed in carmax shop for repair of brakes and rotors. While in carmax shop for repairs vehicle was in collision that caused bumper damage. I had to return the car 4 days after first repair to fix damage from collision and transmission issues, and A/C. Vehicle was then returned to me i noticed air bag issue sand the trunk would not close. I then had to return the vehicle to have that issue repaired. The vehicle has been in the carmax repair shop more than its been in my procession over the past two months and i had to make 2 car payments on the vehicle. I wasn't even able to drive it. I am concerned that the vehicle is a lemon and did not undergo the 120 point inspection that CarMax guarantees. I am also concerned due to safety issues with air bags and collision while in carmax shop for repairs any other damage that might have been done to the car. CarMax has also stated that due to the numerous repairs. The car is no longer under warranty. I would have to pay out of pocket for the deductible and for any further repairs of the vehicle. I feel that the vehicle was sold in terrible condition and i should not have to pay anything for repairs. I have tried to speak with the general manager and the service department in regards to my concerns. No one will address any of my concerns or call me back. I asked several times for the vehicle to be returned to the lot and for Carmax to terminate contract and repay my down payment and 2 payments i made on vehicle or offer another vehicle. to lease. Carmax has not tried to resolve the issue at all.

Desired Settlement: I desire to return the vehicle to car max for and exchange. I would also like my down-payment and 2 car payments I made on the vehicle be refunded.

Business Response:

June 30, 2016

***** ***** ********** **********
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

*** *** ****** *******
********* ** ********
**** ********** ***** **** *********** **** *****************

Dear Mrs. ****:

I am writing in response to your letter dated June 2, 2016 wherein you forwarded a complaint from *** ****** *******, regarding the Vehicle purchased from the CarMax store located in Sacramento, California (“CarMax”) on or about February 27, 2016.  Ms. ******* requested in the desired settlement for CarMax to either take full return of the Vehicle or allow her the ability to exchange it for another.  In addition, Ms. ******* also requested that CarMax issue her a reimbursement for the two recent payments made towards the loan for the Vehicle.

CarMax’s records indicate that Ms. ******* spoke with CarMax’s Service Manager, Mr. Kamala W******* on or about May 23, 2016 to discuss the concerns noted in the complaint.  During this call, Mr. ******* assured Ms. ******* that each of her concerns (as noted in this complaint) have been repaired  appropriately, and warrantied for a duration of 6 months or 6,000 miles.  Ms. ******* was satisfied with CarMax’s offer of assistance and explanation at the time of this call, and was therefore unaware of Ms. ********* dissatisfaction until the receipt of this complaint.

Based on the above, CarMax is declining the settlement as set forth in the complaint.  However, CarMax would encourage Ms. ******* to contact Mr. ******* back at ************* ext. **** if she would like to readdress these concerns.  In addition, Ms. ******* can bring her Vehicle to the CarMax nearest her if she would like to have it appraised at its current market value.

CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.

Please contact me at ************* extension ***** with any questions you may have.

Sincerely,

Nekia W******* ******** ********* ******** ****

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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******* and told this person I was satisfied with the repairs of car. I actually spoke with the service department in regards to my concerns several times and the concerns were never addressed. I 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 5 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 20 point inspection but has continued to have service repair issues. I told the service department the car should have not been on lot due to the amount of repairs is had to go through. The car is still in terrible condition and in need of repairs. Therefor, 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 repairs. I 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 car. Thank You.

Regards,

****** *******

6/29/2016 Problems with Product/Service
6/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I explained I had been approved for my own private financing. While discussing pricing with the salesperson, Rhonda, I verbally answered the demographic questions. Without knowledge, she ran my credit. I was not informed she was doing this. I did not sign or consent anything.

Location:
Make:
Model:
Owner/Co-Ownder?

Desired Settlement: Removal of inquiry and further education regarding verbal and writte communication for employees.

Business Response:

June 23, 2016 

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

 

RE:     *********** ****** Complaint        

            Complaint ID: ********

        

Dear Sir/Madam:

Thank you for sharing Mr. *********** ******’s complaint and providing us with the opportunity to respond.  Mr. ****** alleges that we submitted a credit application without his consent, resulting in an inquiry on his credit file.  Mr. ****** accordingly demands that we remove this inquiry and educate our associates on properly obtaining consent.  Based on a review of our records and a recollection of events provided by the associate identified in Mr. ******** complaint, it is our conclusion that Mr. ******** allegations are without merit.

Our Dealer Affiliate’s records reflect that, on June 2, 2016, Mr. ****** first visited our Dealer Affiliate’s store in Naples, Florida.   On this visit, Mr. ****** requested and received an appraisal of his **** ***** ****  Subsequently, on June 6th, Mr. ****** contacted the Naples store and arranged for the transfer of a **** ****** ****** (the “Vehicle”) from another store.  Once it arrived, Mr. ****** returned on June 8th to test drive it.   

Even though Mr. ****** was interested in purchasing the Vehicle using a pre-approval with Capital One, our associate nevertheless recommend that Mr. ****** apply for credit with us in case he received a more competitive offer.  Mr. ****** agreed to do so and this is confirmed by our records.  Specifically, Mr. ****** (1) voluntarily provided us with a substantial amount of personal information necessary for a credit application – e.g., name, address (and length of time at residence), phone number, date of birth, social security number, current employer (and employer contact information) and income; and (2) reviewed and agreed to our Credit Application Terms and Conditions (“Consent Form”).  Under the Consent Form, Mr. ****** authorized us and our finance sources to “use your credit reports and verify your application information.” 

We accordingly decline Mr. ******** request to remove any inquiry resulting from his credit application.  Additionally, we have instituted substantial training and procedures to ensure our associates only submit credit applications with customer consent and, based on our review, our associate adhered to them with respect to Mr. Barile.   

If Mr. ****** has any further questions or concerns regarding our explanation, he is welcome to contact me by phone at ************, Ext. **** or by email at *****************************. Thank you for bringing Mr. ******** complaint to our attention.  If you need any additional information, please do not hesitate to contact me directly at the contact information provided above.

Sincerely,

Myron M*********

CarMax

 

cc: *********** ******

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

*********** ******




6/27/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In 2010 I purchased a **** ***** ****** with a car fax of not frame damage and no other negative reason for buying the vehicle. On June 7th 2016 , I took my **** ***** ****** into ***** of Columbia for routine maintenance and was curious about the trade -in value in order to purchase a 2016 ***** ******. This is when it was brought to my attention that my **** ****** had front end frame damage and also was involve in an odometer rollback. The discrepancy showed that the odometer was 20,000 miles understated.

Desired Settlement: Refund of the amount of money that was overpaid by myself, for the difference of what my auto was actually worth at that time, considering both , front end frame damage and odometer tampering.

Business Response:

June 20th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ******* *****

(VIN: ***************** **** ***** ******, the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ***** regarding his purchase of the Vehicle from CarMax of Columbia, SC (“CarMax”) on October 22nd, 2010. In his complaint, Mr. ***** states that the Vehicle purchased was involved in an odometer rollback and also had existing frame damage prior to purchase. Mr. ***** requested that CarMax refund “the amount of money that was overpaid and for the difference of what [the Vehicle] was actually worth at that time.”

            CarMax was aware of Mr. *****’ concerns prior to receiving this complaint and was in communication with Mr. ***** after the complaint was submitted. CarMax completed previous repairs on the Vehicle throughout Mr. *****’ ownership and has not found any evidence of frame damage after inspection. A review of CarMax records indicate that the Vehicle did have an incorrect mileage reported via an auction company on a ****** vehicle history report prior to Mr. *****’ purchase. CarMax was unaware of this discrepancy as customers are provided with an AutoCheck vehicle history report prior to purchase. The Vehicle was never titled improperly due to this discrepancy, and the concern does not have any impact on value of the Vehicle.

            CarMax Customer Relations spoke with Mr. ***** regarding these concerns on approximately June 15th, 2016, and offered to appraise the Vehicle at any time Mr. ***** would like.

            If Mr. ***** has any further questions regarding this concern, he is welcomed to contact me at *************** **** ******

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D***** ******** ****** ******** *********

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,
******* *****



6/23/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase a car on 5/7/16 which I only had for two day because on the 8th the following day the car was discovered to have a crackled window on the passenger side with no impact or vandalism occurring. The other lissue was the hands free option was not working. There was a scuff I did not see before on the drivers side also. A small cigarette burn on the drivers seat. I called the police to report what happened and it seemed strange that the window was intacted and in complete form with just the crackle-ling on the glass. Regardless after argueing with the service center it took two weeks to repair. The service woman told me all was fix and they buffed out the scuff. When I checked the vehicle I found the scuff was still there and now reflected a large dent. Then denied she stated that the scuff was buffed out. They agreed to fix the dent but I decided to just go with the garantee and select another vehicle. I was at carmax till 9:30 pm on 5/25/16 could not find anything on the lot so the salesperson and I searched via their website and we selected a different vehicle which was 2000.00 more and they came back with 13 percent interest and a 399.00 payment at a down payment of 2400.00 The first car was a down of 2200 and had a 15 percent interest. So I left content know they were going to transfer down the vehicle and I would most likely take that one per my needs of requirements. The next moring at about 11:00 I got a call from the salesperson telling me I cannot choose that vehicle. That the offer they gave me per Capital one is not valid and I would have to select of vehicle of the same value as the first. I tried calling Corporate and all they do is call the store to leave it up to them. I also called capital one and they stated that they could do the return and start a new process for the vehicle but when I spoke to Terry Long the Store Man. she stated I could not and would have to select the same value as the first car or a refund. She did not empathize.

Desired Settlement: I would like them to provide me with the offer of the second car and not limit me to the sale price of the first vehicle. I am requesting the 13 percent and the 299.00 payment of the vehicle I chose or atleast allow me to select a vehicle of my choice regardless of price. They need to start a new app for credit.

Business Response:

June 8th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ****** ********

(VIN: ***************** the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ******** regarding her purchase of the Vehicle from CarMax of ******** ** (“CarMax”) on May 7th, 2016. In her complaint, Ms. ******** expresses dissatisfaction with the Vehicle as a result of cosmetic concerns after purchase. Ms. ******** requested that CarMax honor the original contract terms on her purchase in providing her with a replacement vehicle.

            CarMax was aware of Ms. ********’s concerns prior to receiving this complaint. Ms. ******** brought the Vehicle to CarMax with service concerns on the Vehicle on approximately May 20th, 2016. These concerns were addressed within CarMax’s Limited 30-Day Warranty period. After repairs were completed, Ms. ******** voiced dissatisfaction with the quality of repair CarMax performed. As a result, in the interest of customer service, CarMax provided Ms. ******** the option to return the Vehicle and find a replacement vehicle to better meet Ms. ********’s expectations.

            CarMax is unable to honor Ms. ********’s request as the terms of the contract would be at the discretion of the finance company funding Ms. ********’s loan. This was communicated with Ms. ******** several times during her visits to CarMax. Ms. ******** elected to return the Vehicle and received her down-payment refunded from the original transaction.

            In the event that Ms. ******** would like to purchase a vehicle from CarMax, or if she has any questions regarding this matter, she is more than welcome to contact me at **************, ext. *****

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D***** 

6/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased my car March 3,2016. I took the car to ****** Dealership to make sure everything checked out. The service center informed me that the front 2 tires are a different size than what's on the specifications for the vehicle. I contacted carmax service center and they refused and said they were correct. Now, after several alignments and tire balancing the tires need to be changed to improve safety, performance and ride. Carmax refuses to replace the tires and continues to insist that they are correct.

Desired Settlement: I just want my tires replaced with the correct size

Business Response:

June 8th, 2016

***** ***** ********** **********

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ****** *****

(VIN: ***************** the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ***** regarding his purchase of the Vehicle from CarMax of ******* ** (“CarMax”) on March 2nd, 2016. In his complaint, Mr. ***** states that the tires on the Vehicle are the incorrect size and type and requests CarMax replace the tires on the Vehicle with the correct size.

            CarMax was aware of Mr. ******* concerns prior to receiving this complaint. On approximately March 23rd, 2016, Mr. ***** brought the Vehicle to CarMax with the same concern regarding the tires on the Vehicle.

            CarMax inspected the tires and noticed that the tires matched the manufacturer’s specifications for size and type. At that time, CarMax communicated this with Mr. *****. During this inspection, CarMax also completed a tire rotation and found the tires to meet state inspection standards.

            CarMax would be happy to replace the tires on the Vehicle per Mr. ******* request; however, that would be at the expense of Mr. *****. If Mr. ***** has any further questions regarding this concern, he is welcomed to contact me at *************** ext. *****.

Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D****

6/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 17th 2016 I bought a used vehicle from CarMax, a 2015 ******** **** *** with 12, 762 miles. CarMax offered a 30 day warranty on the vehicle, and the vehicle also has full warranty from any ******** **** dealer, as it is state on the CarMax buyers order. As I started to use the car, I noticed that the car was pulling to the right and the steering wheel was not centered. On May 19th I made an appointment with ******** **** of Coral Gables to have this problem corrected, since the car is under full warranty from the manufacturer. The car was taken for service and inspection on May 23rd. On May 24th I was contacted by the ******** **** Service Advisor to inform me that the car was found to have the right inner tie-rod bent , apparently due to a previous impact and also they discovered internal damage to rack and pinion system. The repair cost is $4,090.20 including taxes. ******** **** service staff stated that the warranty will not cover this repair because the damaged was the result of an some kind of,impact to, either a pothole, or an speed bumper, and CarMax was suppose to paid to have the car fixed at an authorized ******** **** dealer in order to preserve and maintain the actual car warranty, or to cover the cost of the fixing and replacement of the damaged parts since they sold the car stating that the car was no having any mechanical or electrical problems. I took the car back to CarMax today with the written repair estimate provided to me by the ** **** service department and presented all the necessary documentation to have this problem corrected. CarMax offered to fix the problem using aftermarket parts and fix the vehicle within their own service department The result of accepting this solution will be voiding the existing manufacturer warranty that covers this specific and sensible parts which also could result on a malfunctioning of the vehicle for using aftermarket parts no warranty by the manufacturer original warranty as per ******.

Location: **** ** **** ** ****** ** *****
Make: ******** ****
Model: ***
Owner/Co-Ownder? Yes

Desired Settlement: I paid 154.05 dollars to ****** of ***** ****** to to have the car either aligned or diagnosed for a problem that was not disclosure to me by CarMax. I demand form CarMax of ****** ***** to: 1-Take the car to an authorized ******** **** dealer and have it fixed with the original parts as per the manufacturer requires in order to preserve the actual existing warranty, and paid for the cost of the repair. The car was sold as a car with a full existing warranty and due to the previous existing damage part of this warranty that covers this specific part is not being honor by the manufacturer. 2-Refund me the amount of money of 154.05 dollars, that I was forced to paid to detect and correct and actual problem that CarMax did not disclosure on the original sell.

Business Response:

June 7, 2016

 

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: ***** ** ****

Complaint ID: *********

**** ************* ****** **** *********** **** *****************

 

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated May 25, 2016 regarding the Vehicle purchased from the CarMax store located in ***** ******* (“CarMax”) on or about May 17, 2016.

 

In his complaint, Mr. ** **** describes concerns with the Vehicle’s alignment, including tie rod and rack and pinion components. He requests that CarMax reimburse him the $154.05 he paid for diagnostic testing and coordinate repairs at a ************* authorized service center.

 

Company records state that repairs on the Vehicle started at CarMax on or about May 25, 2015 to address Mr. ** ****’s concerns. CarMax completed the necessary repairs on the Vehicle at no cost to Mr. ** ****, with the appropriate OEM components. Service notes list that Mr. ** **** was informed that the repairs were complete on or about June 8, 2016, and that his vehicle was ready for him to pick up. Company records indicate that it was communicated to Mr. ** **** that the repairs would not impact the Vehicle’s manufacturer warranty.

 

CarMax will reimburse Mr. ** **** the diagnostic charge of $154.05, and will begin processing that as soon as he submits a copy of his invoice to the service department. The reimbursement process takes approximately ten to fifteen days. Mr. ** **** is encouraged to call the CarMax service center at ************ for any questions related to his recent concerns.

 

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at *************, extension *****, with any questions you may have.

 

Sincerely,

 

Kristina S*****

******** ********* ******** ****

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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.]

I picked the car from dealership today. After driving a car for a couple hours I noticed that the car still pulls to the right and steering wheel not completely centered yet.

Im taking the car back to the dealer to have it fixed correctly. Once this is done I will close this complaint.

Regards,

***** ** ****



6/16/2016 Problems with Product/Service | Complaint Details Unavailable
6/16/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: July of 2015 I purchased a **** *** ******* from Carmax in ******* *** I was lied to about features on car, specifically that the car was equipped with Blind Side Detection(BSD) the button the salesman showed us to be BSD is the Traction button, also the financing was deceptive in that Carmax didn't accept the pre approval from ******* *, which was shown to be an authorized lender on their website and I was told by finance manager they would fun my application again and I may get a better rate. What the finance manager didn't tell me until after Carmax tried to offer me a much higher rate of 7.95% was if Carmax approves my application then the other list of lenders will not review my application. After being at Carmax for hours I accepted the 7.95% rate, knowing I would be refinancing. After finally arriving home the same night, I went online and completed a auto loan application with ****** ******* ****** *****, who contacted me the next day with an approval of 2.29% interest rate. I did re-finance my car. On March 8, 2016, while driving to work at 5am, in heavy rain, is when I realized the button in which the salesman pointed out to be the BSD is not as he stated, but is the button for the Traction System. This was further confirmed not to be the button for the BSD after I went online and googled "Information on how BSD works on ***** *** *******", this search showed the actual button and working of BSD, which my car does not have, as we were told. Carmax deceptive financing tactics and puffing of actual features equipped on vehicle is so unfair to me, the consumer and needs to be addressed and corrected.

Location: ******** *****
Make: ***
Model: *******
Owner/Co-Ownder? Yes

Desired Settlement: I ask that Carmax remove their inquiry from my credit report, pay me for the round trip back to their location, to repair their bogarding of fair and equal opportunity for me, the consumer, not the lender, to secure the best financing and interest rate, based on my credit, pay for my wages of having to take off work because of the three day time limit to secure re-financing, and, at no charge to me, equip my car with the feature of Blind Side Detection, as was stated, by their salesman to be equipped, on the car.

Business Response:

June 9, 2016

 

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

 

RE:     Consumer Complaint of **** *******

           

Dear Sir/Madam:

 

Thank you for sharing Ms. **** *******’s complaint and providing us with the opportunity to respond.  Ms. ********* allegations parrot those contained in a complaint she recently filed with the ******** ********* ********** ****** ****** against our affiliate CarMax Auto Finance.  For reference, we have attached Ms. Francis’s CFPB complaint and the response, concluding that her allegations are without merit.

 

Thank you for bringing Ms. ********* complaint to our attention.  If you need any additional information, please do not hesitate to contact me by phone at ************ or by email at *************************

 

Sincerely,

 

Brent A****

Operational Compliance Manager

CarMax

 

cc:  Ms. **** *******

 

Enclosures

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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.]
I disagree with this company's response, as this complaint was brought forth 

at the earlier part of the year, and would've been brought a lot sooner, but I decided to let it go.  But, the moment in which it was determined the car was not equipped with stated feature, it infuriated me because not only had this company bullied with their financing, they lied and as a result I almost had a wreck on the interstate.  And yes, there was a delay because this complaint was intially filed with the ******** ********* ********** ******, who after months of trying to identify Carmax's business rejected my complaint due to the type of business Carmax falls under. In the response they state it has been almost a year, which shouldn't make a difference because the fact of the matter is it has not been a year and this complaint was brought earlier just to the wrong source.  Because I had not had an unfortunate near accidents there was no reason for me to doubt the statement of the salesman stating Blind Side Detection was equipped with car. It was only after nearly having an accident  and no warnings were given that I came home and googled "How does BSD work on **** *** ********.  After ****** showed result and the location of button that I realized the salesman gave incorrect information.  At the end of the day, Carmax did not tell me about their financing as it relates to if I was approved by Carmax other lenders would not review my application.  This is not fair to consumers and it needs to stop! Not only was I there , but two other family members also who can attest to the aforementioned statements, as a matter of fact, when the salesman stated the car was equipped with this feature my God Sister asked "What is Blind Side Detection", at which time the salesman explained this to her doing the test drive.  I will not continue to go back and forth with this company, as nothing will change,as I can tell from all the complaints from the Internet this company does not care about ethics or morales.  I just hate I didn't research before patrionizing this company with my business.
 Regards,

Edna F******




6/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased our car at the Roseville CarMax lot on Wednesday evening, May 11, 2016. On the ride home my children and I noticed a sour smell coming from the air vents (filter needs to be replaced). By Thursday morning, our brakes were squeaking, and the car was making strange noise while driving. On Friday, May 13 we took it to a shop for a full diagnostic and discovered it had several mechanical/electric/product issues. It had several transmission codes, TCV code, body control module code, they said the brake hoses and belts needed to be replaced, the water pump area shows lite oil residue, the front struts were rounded, something was wrong with the under carriage, there were issues with the front sway bar linkage as well as several of the car body parts being loose, plastic bolts were missing. In our contract there's a document that states that our car received a 125-point inspection which included the items found with issues above. If they did the work they promised in our contract then I wouldn't be filing this complaint because either the car would have in perfect condition, or they would have never sold it in the first place. As of now another CarMax lot has promised to repair the vehicle, based on 30-day warranty, with the verbal understanding that our 5 days to return the vehicle is being paused so that we'll still have 3 days to return it. We were told we couldn't get it in writing so we're more than a little skeptical. If we can't get it in writing we'll be getting a refund on Monday, May 16. We are very disgusted and frustrated with our experience at that Roseville CarMax. We're just thankful nothing happened while our kids were in the car.

Location: Roseville, CA
Make: ******
Model: ******
Owner/Co-Ownder? Yes

Desired Settlement: We want the car to be in the condition that was promised by them stating the car had passed that 125-point (at minimum) inspection, and we want to be assured that until the car is in the condition promised the 5 days we're given to return the car isn't exhausted. We also hope the Roseville CarMax lot is made to correct its deceitful ways. No customer should have to go through this.

Business Response:

June 6, 2016

 

***** ****, Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

 

Re: Mrs. ******* *******

Complaint ID ********

2007 ****** ****** (the “Vehicle”), VIN: *****************

 

Dear Mrs. *****

 

I am writing in response to your letter dated May 15, 2016 wherein you forwarded a complaint from Mrs. Damitra *******, regarding the Vehicle purchased from the CarMax store located in Roseville, California on or about May 11, 2016.  Mrs. ******* requested in the desired settlement for a CarMax store other than the location of purchase to complete the repairs noted in the complaint.  In addition, Mrs. ******* requested that CarMax also extend the 5-Day Money-Back Guarantee period until after the above repairs have been completed.

 

CarMax’s records indicate that the CarMax located in Sacramento, California (“CarMax”) is currently working to resolve Mrs. *******’ concerns as stated in the desired settlement.

 

CarMax will continue to keep Mrs. ******* informed on the progress of her Vehicle as more updates become available.  However, if Mrs. ******* has any additional questions or concerns while the final repairs are being completed, CarMax encourages her to either contact the Service Department directly at (916)509-4428 ext. * or Sharon Martin in CarMax’s Customer Relations Department at (800)519-1511 ext. *****.

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at (855)562-4935 extension ***** with any questions you may have.

 

Sincerely,

 

Nekia W*******

Analyst, Executive Response Team

6/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a **** ***** ***** ***** from CarMax in April. I paid to have this vehicle transferred from the East Coast at approx $900. After bad communication on when the vehicle would actually arrive, I was informed the vehicle had been delivered. Upon inspection of the vehicle I noticed damage to the vehicle not disclosed to me incl. smoke, scratches, scrapes and a cracked windshield. Other things obviously not functioning were the power mirror switch and moonroof that could barely move in its track and made a touch sound opening and closing. CM would not take care of any of the vehicle damage (except Windshield) nor would they refund my transportation charges. I decided to do ahead and buy anyway because I didn't want to throw away $900 and weeks waiting. There were 3 open recalls on the vehicle when I picked it up, since these were safety related I made an appointment at the **** ***** dealer to have them addressed. While the vehicle was being repaired at the **** ***** dealer the service manager called to inform me that the brakes needed to be replaced on the front. The estimate was $700 plus fees/taxes. I told them I would take it back to CM since it was under their 30day warranty. on the way home stopped by CM told them my concerns and had to wait 2 weeks for them to inspect the car. I went back to CM on my appointment day and waited for them to inspect the car, their assessment was that the brakes were within specs and that the dealer was trying to upcharge me. I went back to the LR dealer since they needed to order more parts for my vehicle and during my appointment there told them what CM had said and they were adamant they needed to be repaired. I took the vehicle to a 3rd shop and asked them to look at the brakes, the 3rd shop confirmed I needed brakes as well. The brake measurements and assessment from CM does not match up. I have left messages with the manager (James) and he will not return my calls. CarMax should insure their cars are safe before sale

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: I would like reimbursement for brakes and unrepairable tire with nail in it.

Business Response:

June 2, 2016

***** ***** ********** **********

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: **** *****

VIN: ***************** **** ***** ***** ***** ***** ********

Dear Mrs. ****,

Thank you for forwarding the complaint received in your office from Eric ***** regarding the Vehicle purchased from CarMax of **** ****** (“CarMax”) on April 13, 2016. In the complaint, Mr. ***** states that a **** ***** dealership recommended the Vehicle’s front brakes be replaced. Mr. ***** also mentions a concern with the one of the Vehicle’s tires.

CarMax wants Mr. ***** to be comfortable and confident in the Vehicle he purchased, and has replaced the Vehicle’s front brakes.  CarMax management has also been in contact with Mr. ***** in regards to assisting with the cost of a tire replacement.

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 ************** ext. *****.

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

6/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I got my car in March, they never transferred the tag and didn't want to call me and inform me that I would have to. So thinking nothing was I went to renew my tag. I couldn't do it because the car wasn't to the tag. So than I called Carmax of ************ ******* and they told me that all they did was the title so I was like okay whatever and I went to the DMV and and the car isn't even my name when I have proof k paid for sown thing. And on top of all this I got pulled over for not stopping completely at a stop sign and got a ticket for Carmax not doing what they should have. Now I can't drive me veical that I'm paying for month by month.

Location: ************ fl
Make: *****
Model: ****
Owner/Co-Ownder? Yes

Desired Settlement: Fix it all and fix it now

Business Response:

June 10, 2016

***** ***** ********** **********                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: ****** **********

Complaint ID: ********

**** ********* **** (the “Vehicle”), VIN: *****************

Dear Ms. ****:                                           

 

Thank you for forwarding the complaint dated May 31, 2016 regarding the Vehicle purchased from the CarMax store located in ************, ******* (“CarMax”) on or about March 7, 2016.

 

In her complaint, Miss ********** describes concerns with the Vehicle’s tag and requests that CarMax resolve the registration concern.

 

Company records indicate that CarMax issued a temporary tag for Miss ********** at the time of purchase, as she did not have a permanent plate with her for the Vehicle. CarMax was unable to process Miss ************ plate due to the status of her driver’s license. CarMax attempted to reach Miss ********** by phone a number of times during her first thirty days of ownership. On or about May 31, 2016, Miss ********** spoke with a Customer Relations Analyst and a member of the Business Office management team at CarMax ************.

 

CarMax worked with the appropriate ******* state regulatory organization to assist with registration for the Vehicle. This information was shared with Miss ********** on or about May 31, 2016. Company records indicate that the Vehicle’s plates are now valid until the stated expiration month in 2017, as listed on the renewal sticker she received.

 

Should Miss ********** have any additional questions about the paperwork for the Vehicle, she is encouraged to call CarMax ************ at *************

 

 

CarMax appreciates the opportunity to respond to this complaint.

 

Please contact me at *************, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

******** ********* ******** ****

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

****** **********



6/9/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have requested my bill be mailed to me for the past 4 months. I went to the store where I purchased my car the month of Jan. and Feb. Then I was told to call them and the store representative gave me the phone number. I called them and was assured they would send me a bill. Here it is April, I called the home office and was transferred to someone (which sounded like the same person I spoke to in March) and this time she told me my husband had to call them to in order for them to send a bill to our home. Both my name and my husband's name are on the account. I told her this should not be this hard to get a bill. They are quick to send a notice if we are late. Why can't we have a bill. She states they have online service. Which I have been forced to use, but I prefer a bill in my hand. They promised to send one and every month they fail to send one.

Location:
Make: ***
Model: 2010
Owner/Co-Ownder? Yes

Desired Settlement: I would like a months statement. Prior to this I received a coupon book which was great for me. If I was given notice that they were going to stop it; I would have made copies of it for myself. The sales person and the store where I purchased my car was great. This is the second time I have brought from them, but this has left a poor taste in my mouth and I will probably not do business with them again.

Business Response:

May 6, 2016

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE:      Consumer Complaint of ****** ****

                      

Dear Sir/Madam:

Thank you for sharing ****** ****’s complaint and providing us the opportunity to respond.  Ms. **** states that she has not received a mailed monthly statement despite making several requests.  She has access to her statements on our website, but she would prefer monthly statements to be mailed to her home address.  I am happy to report that Ms. ****’s account has been updated so that she will receive her statements at her home address going forward.  

I would like to take this opportunity to apologize to Ms. **** for the delay in having her statements mailed to her home address.  When Ms. **** called to have her statements mailed to her, the associate made the necessary account adjustments.  However, a system issue occurred and the statements were not mailed.  Then to compound the issue, the next time Ms. **** called about her statements, our associate incorrectly advised her that she could not change her statement delivery because she was not the primary account holder.  This is not our policy, and feedback has been provided to the associate.  Further, please note that the cause of the system issue has been identified and fixed.  I want to thank Ms. **** for bringing this to our attention.       

I have confirmed that Ms. ****’s next statement was mailed to her home address on May 4, 2016.   I am enclosing Ms. ****’s May statement and her previous three statements for her records.  Again, we offer our sincere apology to Ms. **** for her inconvenience. It is our mission to provide a world class customer experience and we are sorry to learn that we failed on our commitment in this case. 

Thank you, again, for bringing this complaint to our attention and for the opportunity to identify and to correct a procedural and a system issue. If you need any additional information regarding the above, please contact Jennifer A**** at (770) 792-4750 x*****

Sincerely,

Brent A****

Operational Compliance Manager

CarMax Auto Finance

Copy:  ****** **** 

6/8/2016 Problems with Product/Service
6/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We bought a car from Carmax in *******, Wisconsin beginning of April. It was a Saturday so banks weren't open, they asked us to put money down and that we would get a refund when we came back with our pay off and financing. They guesses the amount of the pay off. When we went down to drop off our bank work they told us we'd have to wait ONE week to get a check. They quoted us a refund of $****** they even wrote it on the paper work. 3 weeks later I still didn't have a refund so I called again and was told in another week I would get $*** back which was less than they told us. I didnt agree to that total and told them that. 5 weeks later I got the $452 check but want the rest of what they owe me. This customer service here has been horrible.

Location: *******, Wisconsin
Make: *****
Model: ********
Owner/Co-Ownder? Yes

Desired Settlement: I want the rest of what Carmax (Nick P*****) told me I would get back. Which is 185.97

Business Response:

May 27th, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ******** ********

(VIN: ***************** the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ******** regarding her purchase of the Vehicle from CarMax of *******, WI (“CarMax”) on April 2nd, 2016. In her complaint, Ms. ******** requested an additional reimbursement of $****** on her loan after refinancing with a third-party lender.

            CarMax was aware of Ms. ********’s concerns prior to receiving this complaint. At the time of purchase, Ms. ******** agreed to financing terms with CarMax Auto Finance who required a down-payment of $****** to purchase the Vehicle. Ms. ******** then informed CarMax that she would be refinancing the loan through a third-party lender. When Ms. ******** completed the transaction, she inquired if she would get her down-payment returned by the third-party lender. CarMax informed Ms. ******** that would depend on the specific amount agreed upon for financing terms with the third-party lender.

Due to the timing of the transaction on a weekend, CarMax was unable to reach the lending company owning Ms. ********’s loan on the trade-in. As a result, CarMax completed an estimated payoff for the loan on the trade-in vehicle.  This ended up being over-estimated by approximately $*** which was satisfied when Ms. ********’s third-party lender included that balance on the trade-in via one transaction and loan for the Vehicle.

            Ms. ******** was later reimbursed for the $****** down-payment in approximately May of 2016 by CarMax. CarMax did have a delay in processing the title concerns on the trade-in vehicle with Ms. ********’s third-party lender, and as a result, provided an additional $98.00 in goodwill to Ms. ********.

            CarMax will not be participating in any additional financial compensation to Ms. ******** as a result of the financing terms agreed upon with her third-party lender.

            In the event Ms. ******** has any further questions about this, she may contact me at 1-800-519-1511, ext. *****.

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

 

 

 

Consumer Response:

Better Business Bureau:

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

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

Regards,

******** ********

 

we agreed to getting ******* that is all we agreed too. We are still owed ******.

carmaxx knows they are in the wrong, you wouldn't just give me *** that easily just because. I will not accept any offer that's not ***** This isn't fair and carmaxx knows it. 



 


6/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a ***** ****** in September, 2014. On 05/10/2016, I was driving when it began terrential raining and strong wind....Thunderstorm. I pulled over due to visibity and noticed water began pouring into my car through the light fixture over the rear view mirror. I don't drive my car in inclement weather. Don't know how many times this occurred! I contacted Carmax and left a message for the service manager on 05/10/2016 and 05/13/2016, who never called me back. On 05/10/2016 I received a call from a service advisor, Jeriel and informed him of the situation. He stated that there was nothing they could do. My issue is that I found out from service advisor Kyle at **** ******* that does the routine maintenance on my car since the time i purchased the car that the window was not under waranty due to being an aftermarket part, after taking my car to in on 05/11/2016 re: Issue. Jeriel stated that there was no way they could make that determination. I informed Jeriel that Kyle said the logo in the right bottom corner of the windshield was NOT GM's. It saddens me that the dealership salesman does not know this type of thing to inform the customer at the time if purchase what under warranty and what's not, given the customer the option to make the purchase or not. I purchased the car in September of 2014, and was never informed that the front windshield was NOT an GM factory window. If I had known this I would NOT have purchase the car. Too, I contacted customer care on 5/13/2016 who contacted the service manager who called me back immediately. He stated that he wanted to help me resolve the issue. He gave me the option to pay for the repair myself because that's the best they could do. REALLY!!!!! I want consumers to be made aware of how poorly and disrespected I was treated as a customer by the Carmax staff. Too, informed the connsumer to check ALL the windows on the vehicle to make sure that they are manufacture warranted and covered under the warranty.

Location: Omniplex, Cincinnati, Ohio
Make: *****
Model: ******
Owner/Co-Ownder? Yes

Desired Settlement: I believe that Carmax has an obligation to know the condition/part(s) on the vehicle they are selling and the right inform the consumer what's under warranty and what's NOT. Give the customer an option to buy or not to buy!!!!

Business Response:

May 20, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. ***** ******

Complaint ID: ********

2012 ***** ****** (the “Vehicle”), VIN: *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated May 14, 2016 regarding the Vehicle purchased from the CarMax store located in Cincinnati, Ohio (“CarMax”) on or about September 16, 2014.

In her complaint, Ms. ****** describes concerns with the Vehicle’s front windshield leaking water and requests that CarMax assist with the windshield repair.

A review of CarMax’s records does not indicate any previous concerns related to the Vehicle’s windshield prior to May 13, 2016, when Ms. ****** contacted a member of CarMax’s Customer Relations Department. Additionally, CarMax does not guarantee that every component on used vehicles available for sale is original equipment. CarMax stands behind every vehicle sold with the 125+ point Certified Quality Inspection, 5-Day Money-Back Guarantee, and 30-Day Limited Warranty for customers.

While the Vehicle’s windshield is not currently covered by a warranty, CarMax is willing to reseal the windshield at a discounted rate. Should Ms. ****** wish to accept this offer of assistance, she is encouraged to connect with the Cincinnati service department by calling 513-830-8426, option 4.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

6/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased my car on March 24, 2016 and had some issues when I test drove it. The salesman assured me that everything would be fixed for free. They made me an appt on April 4. I took it to Firestone and had an inspection before that and gave them the paperwork. They had my car until April 21 and not everything is fixed. They said it was but the seat a/c clearly does not work. I believe that they are fixing the minimum on cars they receive and hoping no one uses the 30 day warranty. When you do try to use the 30 day warranty, they over book their service so they have to keep your car for days to weeks at a time. They gave me some random loaners off the lot but I am paying for my car and want to drive my car. This stuff was obvious and should have been fixed before them stamping it "certified". I am very concerned about hidden dangers on the car now for myself and my 3 young children. I came back on May 5 to have it fixed and waited 2 hours for them to tell me that they did not order all the correct parts. I did not want to leave so I think they made that up to get me out of there because they knew they weren't going to work on it that day. I came back again on May 9th and said I would drop it for the day but had to have it that evening. They said yes and then called to say no. My car was in the same spot and was never touched. They had no intention of working on my car yesterday. I physically went in after calling you customer relations dept and was guaranteed it would be ready to day. I received another call today saying that the lumbar in my drivers seat was broke. It was not broke before but is magically broke now. I am guessing they either broke it or again did not have enough time to fix it today and made this up. I have contacted channel 9 action news who investigates issues like this and Florida Dept of Agriculture and Consumer Affairs.

Location: Orlando on Semoran
Make: *****
Model: *******
Owner/Co-Ownder? Yes

Desired Settlement: I want Carmax to finish my car ASAP and then pay to have the local ***** dealer (****** ***** ***) inspect it fully to ensure there are no other issues or hidden dangers. I am very concerned that my car was patched up in hopes that the buyer would not utilize the 30 day warranty. I know my car is getting pushed to the side while they fix other paying customers cars instead of fixing their issues with my car that should have been taken car of previously.

Business Response:

May 25, 2016

***** ****, Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: Ms. ****** ********
Complaint ID ********
2009 ***** ******* (the “Vehicle”), VIN: *****************

Dear Mrs. ****:

I am writing you in response to your letter dated May 10, 2016 wherein you forwarded a complaint from Ms. ****** ********, regarding the Vehicle purchased from the CarMax store located in Orlando, Florida (“CarMax”) on or about March 24, 2016.  Ms. ******** requested in the desired settlement for CarMax to repair the Vehicle as soon as possible, and then pay to have it inspected at a local ***** dealership.

CarMax’s records indicate that they have elected to honor Ms. ******** request as stated in the desired settlement and has issued the ***** dealership a one-time payment in the amount of $136.27 to cover the cost of inspection and any needed repairs.  Ms. ******** was satisfied with CarMax’s offer of assistance.

Therefore, CarMax considers this matter closed and appreciates the opportunity to respond to this complaint.

Please contact me at (855)562-4935 extension ***** with any questions you may have.

Sincerely,

Nekia W*******
Analyst, Executive Response Team

6/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since I purchased the car I have been having problems, from the car smoking took it back they say they fixed the problem, then the car doesn't want to turn over I have taken this car back 3 different times for the car not being able to turn over, they couldn't find the problem, so The manager their decides its the Censor's well thought that was fixed but 2 days later I get a oil light and a ranch on the vehicle and takes the car back, Carmax wants to charge me for the problem, then on day 3 of the manager putting on the Censor's the vehicle doesn't turn over again. I have been calling them back to back no answer and can't get through to a manager.

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: I want another vehicle or they can just give me my money back and take this piece of junk back.

Business Response:

May 20, 2016

***** ****, Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ******* *******

VIN: ***************** 2006 Chevrolet Equinox (“the Vehicle)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from ******* ******* regarding the Vehicle purchased from CarMax of Baton Rouge, LA (“CarMax”) on January 21, 2016. In her complaint, Mrs. ******* states the Vehicle has had multiple service concerns, including not “turning over”.  Mrs. ******* states she has brought the Vehicle to CarMax for repairs, but continues to have service concerns. 

            On or around May 13, 2016 CarMax sublet the Vehicle to a local Chevrolet dealership for diagnosis and repair.  The Chevrolet dealership was unable to duplicate a starting concern and found no failed parts.  On or around May 18, 2016, the Chevrolet dealership returned the Vehicle to CarMax.  CarMax continued efforts to duplicate the concern, but was unable to duplicate any starting concern. 

            CarMax is committed to addressing repair needs for any concern that can be duplicated.  Additionally, while the Vehicle is outside of CarMax’s 5-Day Money Back-Guarantee, if Mrs. ******* would like to sell the Vehicle, CarMax is happy to appraise it and provide a written offer for the Vehicle.

            If Mrs. ******* has any additional questions, or would like to discuss this concern further, he may contact me at 1-800-519-1511 ext. *****.

           

           

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

6/1/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I initially set up the account to be paid on the 15th. But immediately after buying the car, I got a better job. I called CarMax to change my due date to the 1st, because I thought that would be more convenient. I made a mistake. It turns out that I should have left the 15th as my payment date, so I called CarMax and talked to one associate and one manager/supervisor. I was told they can only change a due date once. When I told them I had made a mistake and wanted to correct it by changing the due date back to the 15th. They refused. Now, they are charging me late fees for not being able to pay on the 1st. I need it changed back to the 15th or I'm going to be late every single time.

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: Change my due date to the 15th of every month.

Business Response:

May 24, 2016

 

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

 

RE:  ?   Consumer Complaint of **** *****

 

Dear Sir/Madam:

Thank you for sharing **** *****’s complaint and providing us the opportunity to respond.  We are happy to inform you that this matter has been resolved and Mr. Boyle’s due date has been moved back to the 20th of each month per his request.  In the interest of customer service we have also granted him a onetime late fee waiver in the amount of $15.38, for the fee that was charged on the account for the May 2, 2016 payment.

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 regarding this matter, please contact ***** ********* at ***** ********, extension ****.

Sincerely,

 

Brent A**** *********** ********** ******* ****** **** ******* *** **** *****

6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My stepson, Robert, bought the car at CarMax is early February. He was planning on driving to Los Angeles and, on March 28, took the car in for an oil change and tire rotation. Upon getting it back the alarms on the car went off. It seems the tires were not the right size and, when they were rotated, the car's sensors detected the trouble. The ****** dealer he took the car to, along with the oil change site, both confirmed the tire size was wrong. CarMax also acknowledged this but said they would not be able to address the problem for 7-10 days. I purchased new tires for him from the dealer, notified CarMax, which said to provide them with the receipts, which I did, and waited. And waited. It is now May 5 and CarMax still has taken no action. I was asked to provide them with the receipts again because they could not find the originals. I was told the local dealer could do nothing because they do not have cash on hand. I was told that I'd learn more about when they would reimburse me, but, so far, have heard nothing. They not only sold my son the wrong size tires, they endangered the life of a 22 year old. The problem could have occurred in Oklahoma. The car could have shut down while he was on the highway with a truck behind him. CarMax sold him a defective car and has taken no action to rectify the problem.

Location: Beaver Ruin Road, Norcross, Ga
Make: ******
Model: ******
Owner/Co-Ownder? No
Robert Wray

Desired Settlement: Reimbursement. Although, at this point, I find it hard to believe CarMax cares about the safety of its customers.

Business Response:

May 18, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. ******** *****

Complaint ID: ********

2013 ****** ****** (the “Vehicle”), VIN: ***************

Dear Ms. *****                                           

Thank you for forwarding the complaint dated May 5, 2016 regarding the Vehicle purchased from the CarMax store located in Norcross, Georgia (“CarMax”) on or about February 3, 2016.

In his complaint, Mr. ***** describes concerns with size of the Vehicle’s tires, which he expresses is owned by his stepson. Mr. Lewis requests that CarMax reimburse the Vehicle’s owner for the cost of the new tires.

CarMax’s records indicate that the Customer Relations department and management at the Norcross location have been in contact with the Vehicle’s owner regarding his concerns, and have fully resolved this concern by issuing the reimbursement.

Should the owner of the Vehicle have additional questions or concerns, he is encouraged to call the CarMax Norcross location at 770-263-8808.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

5/26/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased this vehicle January 30,2016 (Saturday), The check engine light came on the very next day(Sunday) January 31,2016. CarMax gave a free 3 month onstar deal with this vehicle. I contacted Onstar about the check engine light and they told me it was an emissions problem. I made sure it was not a false alarm from the gas tank (Even though I had not touched the gas cap/tank at all)...I was told by the Onstar engine check that the car definitely had a mechanical engine. CarMax's mechanics section was closed Sunday, January 31,2016, So I took the vehicle Monday February 1,2016. They checked the vehicle in for the following problems :1) Non- OEM drivers side mirror had fallen off within a day of driving the vehicle. 2) The emissions problem that had triggered the check engine light to come on. 3) Engine Coolant light was coming on. The repair section gave me a rental Monday morning (February 1,2016) to use while my vehicle was being repaired. I was told that the vehicle would be ready no later than Wednesday February 3,2016. The same day I was issued a rental car, the Rental Car broke down. My car sat unitil Friday. I was told that the check engine light was "reset" (But the problem was not fixed and I knew it). Picked up my vehicle Saturday ,February 6,2016. The Check engine light came on AGAIN Monday , February 8,2016. I called Onstar and was given TWO codes that the vehicle was giving (1 of the 2 is the same code I gave CarMax the first time) back. I stopped by the GM dealership, since the vehicle also has a Airbag RECALL, To verify these codes and the codes were valid, per GM's Check. I dropped the car off Monday Night February 8,2016. I was given another rental, which ended up leaking oil all over my garage and had to take the rental back... I received a phone call Friday February 12th stating the cars part was there and the vehicle would be worked on.Now the vehicle will not be worked on until Wednesday. Ive driven my car 3 days out of the 20.. Continued...

Location: Sanford, Florida
Make: ******
Model: ***** **
Owner/Co-Ownder? Yes

Desired Settlement: I would like my 30 day warranty re-instated... I have driven the car 3 days out of 20 days. The car has sat for 5 days @ a time at this location untouched. I would also like my ****** Reset for 3 months, since I have not been able to use the feature from sitting at the car dealership. My Vehicle has sat at this place untouched for 2 weeks and still has not been returned. I was told Friday February 12,2016 that the parts were going to be ordered and my car would be worked on By Monday February 16,2016. I received a phone call Monday February 16,2016 and was told that the parts were just getting ordered and that my vehicle would not be worked on until February 17,2016(Wednesday). I feel like the way the warranty is issued, and the way the mechanics work, actually screw the customer. I have driven my car a total of 3 times , since purchasing and the vehicle has sat at this dealership 20 days of my initial 30 days... I would like the Warranty re-instated......

Business Response:

February 23, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: ***** ********

Complaint ID: *******

**** ****** ***** (the “Vehicle”), VIN: *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated February 16, 2016 regarding the Vehicle purchased from the CarMax store located in Sanford, Florida (“CarMax”) on or about January 30, 2016.

In his complaint, Mr. ******** describes concerns with the Vehicle’s check engine light, passenger side sun visor, and engine coolant light. Mr. ******** requests that the 30-day limited warranty for the Vehicle be reinstated and the OnStar trial reset for the full 3 months.

CarMax is working to address the mechanical concerns on the Vehicle as quickly as possible. According to CarMax’s records, CarMax experienced difficulty in sourcing the parts necessary to complete the repair. The service department has been in regular communication with Mr. ******** during this time. CarMax previously offered an extension to the 5-day Money-Back Guarantee due to the delays with the repair. CarMax’s records indicate that Mr. ******** elected to keep the Vehicle and will be returning to the service department for additional repairs as soon as the sun visor clip arrives. Per Mr. ********’s request, the 30-day limited warranty will be extended to reflect time the Vehicle was at the service center.

If Mr. ******** elects to purchase a subscription to OnStar services, CarMax will reimburse the cost of one month of service. To receive this reimbursement, Mr. ******** will need to submit a receipt for the expense to the CarMax service department.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension *****, with any questions you may have.

Sincerely,

Kristina ******

Analyst, Executive Response Team

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********( for the warranty to be reset for 30 days), 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: ***************************.

Regards,

***** ********



5/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family vehicle has broken down and covered under a CarMax warranty. I paid extra to have a $0 deductible to take to a CarMax location for service. The car had to be dropped off at the location as it is not in working condition due to a mechanical malfunction. I waited until 2 pm the following day and did not hear back from CarMax. I called and was told they could not look at it until Friday. (5 Business days later) I expressed that this is my family vehicle and can't transport my family of 6 in my other car. Was told there was nothing they could do other than take it somewhere else, however there will be additional cost for deductible. I could also get a rental car under my warranty but they could not determine if it was covered under the warranty until they looked at it on Friday and it would be out of pocket cost for me. I asked to speak with a manager and received a call back. I received the same story and was told I was lucky to receive service on Friday as they have had a 2 week backlog on service. I expressed they could not fulfill their advertised and promised service and I was being punished for a staffing issue on their part. The manager spoke to me in a condescending and patronizing manner. I called the corporate office and was told the store could give me a loaner and they would follow up. On follow up, the story changed and they could not provide me a loaner as the store manager (whom I had spoken with) was unwilling to provide. I asked to escalate further and Sam with the corporate office refused to allow me to speak with anyone else as he was the one who could help me although he has told me nothing any different than everyone else. At this point, CarMax has advised my only option is to pay extra to go somewhere else, pay to rent a car, or wait for them. They are not able to honor their commitments in a timely manner and refuse to assist in any other way.

Location: Chattanooga, TN
Make: *****
Model: *******
Owner/Co-Ownder? Yes

Desired Settlement: Repair my car in a timely manner or provide me a loaner or rental vehicle due to their inability to provide the promised service in a timely manner.

Business Response:

May 18, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. *** *******

Complaint ID ********

2010 ***** *******, VIN: ***************** (the “Vehicle”)

Dear Mrs. Mann:                                                                                             

Thank you for forwarding the complaint dated May 3, 2016 regarding the Vehicle purchased from the CarMax store located in Chattanooga, Tennessee (“CarMax”) on or about December 14, 2014.  Mr. ******* dropped off the Vehicle at CarMax on Sunday, May 1, 2016, and expresses concern about CarMax’s appointment availability for its repair.  Mr. ******* requests in the desired settlement for CarMax to repair the Vehicle in a timely manner, or to provide a replacement vehicle while repairs are completed.

Mr. ******* did not have an appointment scheduled for the repair, and dropped off the Vehicle on a Sunday when the Service Department was closed.  CarMax informed Mr. ******* the following day that the first available appointment would be on Friday, May 6, 2016, but advised that they would attempt to fit it in earlier. On May 3, 2016, CarMax diagnosed the vehicle as having a broken cooling fan relay. CarMax communicated with Mr. *******’s Extended Service Plan provider to confirm that the repair was covered, and also secured two days of rental coverage for Mr. *******. On the same day, May 3, 2016, CarMax notified Mr. ******* of the diagnosis and the covered rental vehicle.

CarMax has completed the repairs, and Mr. ******* is now in possession of the Vehicle.  Should Mr. ******* have any further questions, he is encouraged to reach out to the Chattanooga Service Team at (423)414-3500, Option 4.

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 1-800-519-1511 ext. *****.

 

Sincerely,

Stacie M*******

Analyst, Executive Response Team

5/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I drove 3 hours yesterday ( two days after my surgery ) to pick up the ******** we had shipped in from Charleston SC. Upon arrival, I asked for Mike as you instructed me to and when he came to meet me, he said " I was just getting ready to send the car around to have it detailed". I had communicated with Mike prior to our arrival to let him know we were going to be there today ( Sunday at 2:30 pm). We got there at 2:00 pm. I have so many questions and concerns about my experience at CARMAX that it is over-whelming. Bare with me as I cover these: 1). Why was the car not detailed and ready for us to test drive prior to us arriving? 2). When we looked at the car, it had rusted lug nuts, a left front scratched wheel and every decal on each wheel was faded? 3). The right front tire was dry rotted and had visible cracks in it. 4). The drivers side door has a scratch on it ( that probably could have been buffed out ) if anyone had cared enough to take the time to do this -prior to our arrival. 5). We told Mike the wheels and tires were unacceptable and that something needed to be done for us to take delivery of the vehicle today. 6). He got a lady named Cindy and brought her to us and told us she was one of the managers. We also were greeted by this same lady when we came into your location> So evidently she is a greeter and a manager also?? 7). Cindy was not pleasant, nor showed any compassion for our request,or the hour and a half we just spent driving from Chattanooga to your location. She looked at the tires and wheels and then said she had to let someone else look at the tires and the wheels and would let us know something in about 5 minutes. 8). I was placed at a desk inside your showroom and 15 minutes later, I still had not heard anything from Cindy. Mike came up and said that she ( Cindy) was talking to the "Operations Manager" about what she could do to resolve our problem. I suggested that they just swap out the wheels from the other ******** SUV and let us be on our way. Mike said :quote" its not that easy-it is a process"???????? I followed up and asked if our concerns could be resolved today and he said "no" not on Sunday. I told Mike, that there was another 2012 ******** SUV sitting 5 spots away from our vehicle with the same type wheels ( in good condition) and good tires. I asked him to just swap these wheels and tires out on our vehicle and we would be on our way. His response was "this is a process" and it takes time??????? First: I retired from both Bridgestone and PepsiCo, I had Senior Management positions with both of these companies. I am knowledgeable about what a "good and safe tire" looks like and what is not> The tires on this vehicles ( other than the left front that was replaced due to the car arriving with a flat ) were dry rotted and not safe. The right front tire was not safe for anyone to drive on-yet it was part of the "Car max Certification"? Cindy's offer to correct our concerns were as follows: 1). Carmax agreed that the left front tire needed to be replaced as well on the vehicle and you wold replace it. 2). Carmax would recondition the wheels. When I asked for clarification of "what reconditioning really meant". I was told that the ******** emblems would be replaced and the wheels polished. When I asked about the rusted lug nuts I was told by Mike that CARMAX would paint the lug nuts ? I said "Paint them""? And he said yes. I told him they were chipped and needed to be replaced. He ( Mike ) said you ( CARMAX) would not do that? When I got home, I looked up the cost of a new set of lug bolts for the ******** . ********-Benz chrome lug bolts: 14 x 1.5 (45mm) - set of 20 3.9 out of 5 stars Available from these sellers. 14 x 1.5 / 45mm lug bolts (ball seat) - no locks Set of 20 new chrome wheel lugs Triple chrome plated finish 1 Year Warranty on chrome finish Factory replacement lugs 1 new from $87.00 The cost is $87.00 for the complete new set? So, for one new tire, reconditioning the wheels and $87 worth of lug nuts, you could have sold me a $27,658 car and made a customer happy, instead you sent me and my wife back home with nothing but a terrible experience at your location. All of this is unacceptable, however, the most concerning issue and one I intend to pursue with your home office and the BBB, is that before the close of business on Sunday,( the same day we looked at this vehicle and your management team agreed that the left front tire needed to be replaced and did not meet CARMAX standards) you had this same car back listed on your website for sale? This tells me that you as a company were willing to let some less experienced buyer, drive off with a right front tire that was dry-rotted and unsafe. I know this for a fact, because we were told "numerous" times that "nothing" could be done in your shop today to correct our concerns with the tires or the wheels because it was Sunday.I have a real concern about this type of business practices as a consumer. I have purchased three cars from CARMAX and never had any of the issues I have had with trying to purchase this vehicle. I will reach out to whomever necessary in the Atlanta area to make sure that this type of experience is shared and what I have expereinced "first hand" at your location. ****** ** ********

Location: Kennesaw, GA / Town Center
Make: 2012
Model: ******** *** ***
Owner/Co-Ownder? No

Desired Settlement: Refund the $199 transfer fee and repair the items that are bad and need to be corrected. Transfer the car to the Chattanooga CARMAX for purchase-after proper repairs have been made.

Business Response:

May 18, 2016

***** ****, Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: Mr. ****** ********
Complaint ID ********
2012 ********-**** ****** (the “Vehicle”), VIN: *****************

Dear Mrs. ****:

I am writing you in response to your letter dated May 2, 2016 wherein you forwarded a complaint from Mr. ****** ********, regarding the Vehicle located at the CarMax store located in Kennesaw, Georgia (“CarMax”).  Mr. ******** requested in the desired settlement for CarMax to refund him the amount that he paid to have the Vehicle transferred.  Additionally, Mr. ******** requested that CarMax repair or replace the items noted in the complaint, and then have the Vehicle transferred to the CarMax located in Chattanooga, Tennessee at no cost.

CarMax’s records indicate that shortly after the receipt of this complaint, CarMax agreed to honor Mr. ********’s request as stated in the desired settlement.  However, after contacting Mr. ******** to inform him of this update (on or about May 17, 2016), Mr. ******** informed CarMax that he elected to purchase another vehicle from a facility outside of CarMax.  Therefore, CarMax was unable to fully meet Mr. ********’s request, but has refunded him $199 for the amount that he paid to have the Vehicle transferred.

CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.

Please contact me at (855)562-4935 extension ***** with any questions you may have.

Sincerely,

Nekia W*******
Analyst, Executive Response Team

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

****** ********



5/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle 11-21-15 and paid to have leather put in the vehicle. An appointment was made for me to return the vehicle to install leather on 12-14-16. I had a death in the family and could not keep the appointment. I have tried several time to reschedule the appointment (Carmax in Memphis) and they always say someone will have to call me back, but they never do. It's been approx five months. It is becoming apparent that I am being given the run-around. my wife (who is a lawyer) just called them again today and spoke with Cynthia in the business office. She was very rude to say the least, she was unhelpful, and condescending; clearly, my wife was putting her out because she and just kept telling her that we need to call back next week because she knows nothing about this because she only works weekends. I want my leather put in or I want my money back with interest.

Location:
Make:
Model:
Owner/Co-Ownder?

Desired Settlement: Install the leather or give me my money back and apologize for their conduct.

Business Response:

May 17th, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ***** *****

(VIN: ***************** the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ***** regarding his purchase of the Vehicle from CarMax of Memphis, TN (“CarMax”) on November 21st, 2015. In his complaint, Mr. ***** requested that CarMax reimburse him for the cost of leather installation in the Vehicle or complete the installation of leather for which Mr. ***** previously paid.

            As stated in his complaint, Mr. ***** purchased leather to be installed in the Vehicle at the time of sale. The amount of this installation was included in the terms of his loan on the Vehicle. CarMax scheduled a service appointment to have the leather installed in approximately December of 2015. Mr. ***** was unable to make this appointment. CarMax has no record of subsequent service nor any record of Mr. ***** scheduling an appointment for installation.

            CarMax processed a reimbursement for the leather installation on approximately April 11th, 2016 in the amount of $1,436.69. At that time, CarMax returned this amount to the principal balance of Mr. *****’ loan for the Vehicle through CarMax Auto Finance. CarMax communicated this with Mr. ***** on May 14th, 2016.

            In the event Mr. ***** would still like to have leather installed in the Vehicle, CarMax will make an appointment for the installation and Mr. ***** will be responsible for the cost which was previously reimbursed.

            If Mr. ***** has any further questions, he is welcome to contact me at 855-562-4935, ext. *****.

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

Consumer Response:

Better Business Bureau:

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

I have NOT received a check from Carmax. If they had actually sent a refund, wouldn't they have told me that over the past few weeks when I called and they promised a call back. This cannot be a final resolution as they have not refunded my money. Furthermore, I just tried to call Mr. D***** to no avail. Please advise. 

Regards,

***** *****




5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had car seviced for motor mounts 01/16 aferwards I started having many other problems, breathing shaft and on 04/16 motor mounts again. Two weeks later car was returned to Carmax with transmission problems, now after picking up my car on 04/25/16, I notice a loud popping sound when making a turn, no oil, which I just recently had a oil change 03/30/16 and a buzzing sound coming from under the hood which they claim to be a exhaust issue. Had the car dianosed at another muffler location that resulted in no issues with the exhaust but needs motor mount. Just had motor mounts put on 2 weeks prior for the second time

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: Need repairs done right without me spending out-of-pocket and reinburst for the $300 I had to spend on insurance for rental cars because of their mistakes.

Business Response:

May 10th, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ****** ******

2010 **** ****** (VIN: ***************** the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ****** regarding her purchase of the Vehicle from CarMax of Tinley Park, IL (“CarMax”) on March 2nd, 2012. Ms. ****** also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 72 months, or until the Vehicle exceeded 75,000 miles, with a deductible of $100.00 and up to 7 days of rental transportation for covered repair claims. In her complaint, Ms. ****** requested reimbursement for rental insurance coverage while the Vehicle was at CarMax for repair.

            CarMax was aware of Ms. ******’s concerns prior to receiving this complaint. According to CarMax’s records, the Vehicle was repaired on approximately April 26th, 2016 under the terms of Ms. ******’s ESP.

Rental insurance is the responsibility of the vehicle owner. As such, CarMax declines to participate in insurance costs related to Ms. ******’s rentals.

            In the event that Ms. ****** has further questions, she is welcomed to contact me at 1-800-519-1511, ext. *****.

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Negative stars is more fitting! John, the manager of service, has no integrity and lacks customer service skills! My used ******* ******** was brought in after I purchased it for some minor repairs: replace sunroof button, an alignment due to pulling, one key did not work and my mud flap was not connected. In the beginning, this procedure was a dream. Tre offered me a loaner vehicle, all of my issues were addressed and my pick up date was looming. Unfortunately, my bumper needed to be replaced due to missing clips. I agreed to have the bumper replaced... I have not have my car since 4/12! I was called one hour before my promised pick up date, informing me that there was scratches on my rear bumper and that my car would not be ready until next week. Selfishly, I want to drive the car that I just purchased, not the loaner given to me. And, what company calls consumer one hour prior to pickup to say the car isn't ready, when you were promised a Friday pick up after having the car for almost two weeks?! After complaining to John, who's demeanor informed me he could care less about my inconveniences, I reached out to Carmax Consumer Affairs. They concluded that the car indeed needed to be repainted and that I should pick up the vehicle NEXT WEEK when I return from a working trip. To my surprise, I recieve a call from John on Saturday that my car was ready for pick up. I stopped what I was doing, drove 35 mins to Norcross and guess what?!? My bumper was not repainted and had scratches, there were new scratches on my front passenger side AND THE CAR WASN'T EVEN CLEANED! Understandably, I was irate and demanded I spoke to a manager. Nothing can be resolved today because Carmax doesn't offer ANY CAR SERVICE on WEEKENDS! So, here comes more delay. John has yet to admit fault nor apologize. I have not been offered anything for the emotional distress nor the time I have wasted driving to Norcross twice now about this car. I haven't had the car in my possession & bill is due.

Location: Norcross, GA
Make: ********
Model: ********
Owner/Co-Ownder? Yes

Desired Settlement: I want my car corrected AND I want some sort of compensation for the time loss and the stress endured by the service department.

Business Response:

May 10, 2016

***** ****, Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ***** ********

VIN: ***************** 2012 ******* ******** (“the Vehicle)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from ***** ******** regarding the Vehicle purchased from CarMax of Norcross, GA (“CarMax”) on April 5, 2016. In her complaint, Miss ******** states that after she purchased the Vehicle, she brought it to CarMax to have a number of minor repairs completed. 

After completing repairs on the Vehicle sunroof, alignment, key and mud flap, CarMax discovered that additional cosmetic repairs were needed on the Vehicle’s bumper.  On April 22, 2016, CarMax informed Miss ******** of the need for additional repairs.  CarMax committed to completing the additional repairs the next day.

            CarMax completed repairs on the bumper on April 23, 2016, and informed Miss ******** the Vehicle was ready for pick up.  Upon reviewing the repairs, Miss ******** expressed that she was not satisfied with the quality of the repairs.  CarMax wanted Miss ******** to be satisfied with the cosmetic quality of the Vehicle and repairs, and committed to completing additional cosmetic repairs.

            On approximately May 2, 2016, CarMax completed the additional cosmetic repairs, and Miss ******** picked up the Vehicle. All repairs on the Vehicle were completed under CarMax’s 30-Day Limited Warranty at no cost to Miss ********.  While CarMax declines to provide any additional relief, we appreciate Miss ********’s business and the opportunity to complete repairs to her satisfaction.

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

5/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: when I purchased the car I was told The car was thoroughly inspect it and nothing was wrong with it. I then noticed the tires was dry rot so I asked about it and they said it was safe.so a few weeks after I purchased the car I noticed break issues and the oil light came on as well as my tires keeping pressure. I call Carmax I let them know about it they said they would fix it just bring it in when I got got there they looked over everything and said everything was fine my tires was just cosmetic damage. when I leave I'll start having the same problems as before so I take my tire to have them looked at by 2 other places. both places said the tires needed to be replaced are they inside my car back to Carmax and they refused to do anything about it. about a week ago I was driving and had a blowoutI called Carmax back and they were still refuse to do anything.when I brought it in and they said it was cosmetic damage now when I go in they say they can't fix it because of the mileage but when I bought the car I was told that it was thoroughly inspect it and yet Barely anything they inspected was complete. I feel they lied well I know they lied just to get me to buy the car for example they said the old had just been changed a week after I buy the car the oil light came on our card at there and they say oh it was changed 3000 miles ago. The brakes that was just changed before I purchase the car needed to be fixed less than a month later I don't understand how you can do a thorough inspection and miss things like that that's the reason I feel they told me anything just give me to buy the car I have been in contact with the manager as well as the corporate office and both of them refuse to do anything about it they have come up with every excuse possible instead of just taking responsibility they have been rude and very disrespectful even gone so far as to say that it's my fault I should have replaced my tires myself if i wanted good tires. Carmax is full of nothing but excuses and it starts with the management and then relayed to their sales reps, who use unfair selling tactics to sale cars.

Location: ************ **
Make: *********
Model: Malibu
Owner/Co-Ownder? Yes

Desired Settlement: Replace my tires

Business Response:

May 17th, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ****** *******

(VIN: ***************** the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ******* regarding his purchase of the Vehicle from CarMax of Indianapolis, IN (“CarMax”) on December 8th, 2015. In his complaint, Mr. ******* requested that CarMax replace the tires on the Vehicle.

            CarMax was aware of Mr. *******’ concerns prior to receiving this complaint. According to CarMax’s records an inspection of the tires on the Vehicle was completed at CarMax in approximately February of 2016. At that time, each tire exceeded CarMax’s standards.

            Mr. ******* contacted CarMax Customer Relations on approximately April 29th, 2016, reiterating concerns about possible dry-rot associated with his tires and requested CarMax replace the tires at no cost to him. Mr. ******* has put on approximately 10,000 miles since purchasing and is outside of any warranty period which CarMax offers.

            CarMax would be happy to replace the tires on the Vehicle; however, the cost of this repair would be the responsibility of Mr. *******.

            In the event that Mr. ******* has further questions, he is welcomed to contact me at 855-562-4935, ext. *****.

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

****** *******




5/18/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service
5/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February 28, 2016, I purchased the *** **. I noticed immediately that there was an oil leak and loud noises coming from the truck in and contacted the CarMax Auto motive department to fix the problem, which was said to be a major oil leak and a broken belt. After I left the car with CarMax for a week, I later then had noticed the same issues with the vehicle. I will be taking the car in again for the same issues on April 21, 2016.

Location: riverside,Ca
Make: 2013
Model: *** **
Owner/Co-Ownder? Yes

Desired Settlement: I would like a dealership underwind.

Business Response:

May 4, 2016

***** ****, Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: Mrs. ****** ********
Complaint ID ********
2012 *** ** (the “Vehicle”), VIN: *****************

Dear Mrs. ****:

I am writing in response to your letter dated April 18, 2016 wherein you forwarded a complaint from Mrs. ****** ********, regarding the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”) on or about February 25, 2016.  Due to an ongoing leaking concern, Mrs. ******** requested in the desired settlement for CarMax to take full return of the Vehicle.

Mrs. ******** has been in communication with CarMax’s Customer Relations and Service Management Teams regarding this matter.  As of April 28, 2016, CarMax has repaired the leaking concern at no cost to Mrs. ********.

CarMax’s Customer Relations Team later contacted Mrs. ******** on or about May 3, 2016 to follow up on the status of the repairs and was advised that the leaking concern has been resolved.  Should Mrs. ******** have any additional questions or concerns regarding the mechanical quality of the Vehicle, she is welcome to contact CarMax’s Service Department directly at (951)324-5080 ext. *.

CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.

Please contact me at (855)562-4935 extension ***** with any questions you may have.

Sincerely,

Nekia W*******
Analyst, Executive Response Team

5/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a car from Carmax in March of 2012, and recently learned that there was a salvage brand issued on the car BEFORE I bought it from Carmax. The branded title was reported in New Mexico in January 2011. Carmax and New Mexico DMV have told me this is an erroneous brand, but it's still showing up on my cars history, and now I can't sell my vehicle. I took the car to a Carmax dealership to try to resolve the issue.... They pretty much told me it was my problem. I have a carfax that shows the vehicle was branded titles before Carmax even bought it. Either someone in New Mexico DMV screwed something up, or Carmax mistakenly sold a salvaged vehicle, or both. I can't do anything with the car, and I paid good money for it. How do I know that I haven't been driving around a vehicle that could have a major problem with it? How do I know that the next Carmax car I buy won't have the same issue? The Carfax I have says this is Carmax's problem. I want a refund on this vehicle.

Location: Albuquerque NM
Make: ******
Model: *******
Owner/Co-Ownder? No

Desired Settlement: I want Carmax to give me my money back and take this car back.

Business Response:

April 22, 2016

***** ****, Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ****** ******

VIN: ***************** ****** * ****** (the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from ****** ****** regarding the Vehicle purchased from CarMax of Orlando, Florida (“CarMax”) around April, 2012.  In his complaint, Mr. ****** states that he recently learned that the Vehicle’s title had been branded as salvaged.  Mr. ****** states that because of this, he is unable to sell his vehicle, and would like CarMax to buy back the Vehicle.

            CarMax’s Clean Title Guarantee ensures that at the time of sale a CarMax vehicle has never been designated as salvage.  According to research completed by CarMax, a salvage branding was placed on the Vehicle’s title on approximately October 16, 2012.  According to this research, CarMax understands that the salvage branding was entered as a result of an administrative error. 

Out of customer service, CarMax is working in partnership with the appropriate agencies in order to have the salvage branding removed from the title. CarMax’s records indicate that a manager last contacted Mr. ****** on April 22, 2016 to provide an update on this process.

            On April 3, 2016, CarMax appraised the Vehicle and provided a written offer for the Vehicle.  According to CarMax records, the salvage title did not influence the offer made for the Vehicle. 

CarMax is unable to buy back the Vehicle, as it meets our clean title standards, and is outside the 5-Day Money-Back Guarantee. 

            If Mr. ****** has any additional questions, or would like to discuss this concern further, he may contact me at 1-800-519-1511 ext. *****.

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

5/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We first went to this carmax location and bought a 2013 ********. We made sure and were reassured that the vehicle had never been in any accidents. When we got home I couldn't open my door. My boyfriend tried to help me open it and the entire door panel came off of the vehicle. I was mortified because I just spent a small fortune I the vehicle. I went back to carmax to utilize their 5day return policy, I had also traded in my car, so now had no vehicle. We were sent to another location since this one had no comparable vehicles. We spent several hours dealing with getting help finding a new car. We picked one but now my credit was showing that I had just purchased a vehicle the day prior so they were refusing to finance this vehicle. Once again, as I had also requested the day before I only wanted carmaxs credit company ran as I would be going to my credit bureau the following day. They ran my credit over and over trying to figure out how to make it work with the fact that it showed a prior purchase. Also now i had to have a down payment since my trade in was used the day before. I was upset and told them I couldn't do that and they told me my family should just get a taxi since we cant afford a vehicle. Anyways my boyfriend had to put a large down payment to get the new ********. The ******** was missing some factory parts and had paint issues from when carmax attempted to fix something in the rear that they agreed to cover. About a month after purchasing the vehicle they were ready to fix the agreed issues. I took it in and when I returned they had again botched the paint, did not tape off our brand new wheels which they overspray paint all over, painted over dirt and painted the tail lights and molding. When I brought all this to their attention they said they could try and fix it again. I got an estimate from a reputable paint shop and brought it to them. They refused. They also took off and lost my ***** emblem. I want this fixed now! It's been over 2 months

Location:
Make:
Model:
Owner/Co-Ownder?

Desired Settlement: We want to be reimbursed for all of the damages. We don't want them to try and fix it, they already had 2 attempts at that. We want to take the ******** to a shop of our choice and have the paint, rims, overspray and emblems fixed. Also my credit has been destroyed by multiple attempts at running it through many many companies two days in a row. I want all of these inquiries erased from my credit report. Thank you

Business Response:

April 21st, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ***** *******

2015 ********* ******** 1500 (VIN: ***************** the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ******* regarding her purchase of the Vehicle from CarMax of Buena Park, CA (“CarMax”) on February 7th, 2016. In her complaint, Ms. ******* requested reimbursement for cosmetic repairs CarMax completed and also for removal of credit inquiries initiated by CarMax.

            CarMax was aware of Ms. *******’s concern prior to receiving this complaint. CarMax completed repairs on approximately March 1st, 2016. At that time, CarMax painted the rear bumper and tailgate of the Vehicle. This repair was completed under the Vehicle’s Limited 30-Day Warranty. Ms. ******* later requested that CarMax address overspray which was present on the Vehicle after this repair. CarMax agreed to fix the concerns for Ms. ******* which Ms. ******* declined.

CarMax agreed to reimburse Ms. ******* up to $250.00 to use a vendor of her choice or CarMax could send the Vehicle to another vendor to have the work completed. Ms. ******* declined both of these options as well and requested CarMax pay for the Vehicle to have the overspray addressed at a vendor of Ms. *******’s choice. CarMax would be happy to arrange this; however, CarMax will not be participating in any reimbursement for this repair over $250.00.

CarMax initiated a credit application for each vehicle about which Ms. ******* requested financing options. Ms. ******* completed an initial application on a different Chevrolet ******** that she purchased and then ended up returning prior to the most recent purchase for the Vehicle. CarMax needed to complete a finance application prior to the purchase of the Vehicle due to Ms. ******* adding a co-buyer to the transaction.

            If Ms. ******* has any further questions regarding this complaint, she may contact me at 1-800-519-1511, ext. 82505. Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

Consumer Response:

Better Business Bureau:

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

I have attached my formal response along with estimates and photos.

Regards,

***** *******




5/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I purchased the car the salesman ran my credit 41 times which lowered my credit score 120 points. I wrote a letter to them regarding this and they told me that I bought a car there and they ran my credit. Well it is not ok to just run a persons credit 41 times. I saw the salesman was doing that and I asked him if what he was doing going to hurt my credit. He said oh no. Well I have sent many letters to all the inquirers and they told me that they cannot remove it. The credit bureaus said that I need a letter from CarMax need to get in contact with all of them to have them removed.

Location: Hillside, IL
Make: *****
Model: ******
Owner/Co-Ownder? Yes

Desired Settlement: I would like all the inquiries off of my credit report. I cannot get a home because of this.

Business Response:

May 6, 2016

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE:     Consumer Complaint of ***** *******

           

Dear Sir/Madam:

Thank you for sharing Ms. Cathy *******’s complaint and providing us with the opportunity to respond.  Ms. ******* acknowledges that she applied for credit with CarMax Auto Superstores, Inc. (our “Dealer Affiliate”) to finance the purchase of a vehicle. Ms. ******* alleges, as a result, she incurred 41 inquiries on her credit file and her credit score has been negatively impacted. Accordingly, Ms. ******* requests that we contact the credit reporting agencies to request the deletion of the inquiries.

We informed our Dealer Affiliate of Ms. *******’s complaint and requested information regarding Ms. *******’s credit application and transaction history.  Based on our review of the information provided, it is our position that Ms. *******’s complaint lacks merit and we cannot provide the resolution she desires.

Our Dealer Affiliate’s records reflect that, on July 21, 2014 and July 22, 2014, Ms. ***** ******* visited our Dealer Affiliate’s store in Hillside, Illinois.  On these visits, Ms. ***** ******* agreed to submit 5 separate joint credit applications with Ms. Monica ******* to finance the purchase of a 2011 Mazda ******.  These applications were reviewed by a total of 8 financial institutions and the *******s ultimately accepted a credit offer from ******* *** to purchase the vehicle.     

Prior to submitting her credit applications, and as it does for each of its applicants, our Dealer Affiliate presented Ms. ***** ******* with an opportunity to review and agree to its Credit Application Terms and Conditions (“Consent Form”).  Among other things, the Consent Form authorizes our Dealer Affiliate and its finance sources (including, CarMax Auto Finance) to “use your credit reports and verify your application information.” Ms. ******* agreed to and signed a Consent Form for each application and they are attached to this response.

Lastly, with respect to Ms. *******’s assertion that her credit score dropped 120 points because of her credit applications and the resulting inquiries, this is inconsistent with our understanding of how credit reporting agencies treat such inquiries. We encourage Ms. ******* to review Experian’s FAQs on this topic which can be found at: http://www.experian.com/credit-education/score-faqs.html.  These FAQs explain that multiple inquiries for the purchase of a financial product (e.g., an auto loan) within a short period of time such as 14 days is treated as a single inquiry and have little to no negative impact to a credit score.  This is consistent with an explanation provided by the Consumer Financial Protection Bureau, which can be found at: http://www.consumerfinance.gov/askcfpb/763/can-shopping-loan-have-effect-my-credit.html.  Since Ms. *******’s applications were submitted over the course of 2 days, the resulting inquiries should have had little to no impact to her credit score, much less a decrease of 120 points. 

If Ms. ******* has any further questions or concerns regarding our explanation, she is welcome to contact me by phone at ************ or by email at ************************.  Thank you for bringing Ms. *******’s complaint to our attention.  If you need any additional information, please do not hesitate to contact me directly at the contact information provided above.

Sincerely,

Brent A****

Operational Compliance Manager

CarMax

cc:  Ms. ***** *******

Enclosures

Consumer Response: Better Business Bureau:

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


I allowed them to run my credit one time and if you look at the date and times it was ran

07.21.2014 @ 8:03 PM 9 times
07.21.2014 @ 8:14 PM 9 times
07.21.2014 @ 8:36 PM 9 times
07.22.2014 @ 10:41 AM 9 times
07.22.2014 @ 5:34 PM 9 times

Why in the world would they run my credit 27 different times minutes apart and again the next day hours apart another 18 times.  I told the salesman that I only wanted it ran through CarMax credit.  I want all these inquiries removed from my credit.  My credit score has been lowered 120 points and I cannot move forward to get a home.  This has to be illegal for them be able to get away with this.  They are ruining peoples lives.  I was financed through **** at 1.9% APR.


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

Regards,
***** *******




5/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the car in October and was told that Carmax guarantees their previously owned vehicles. I had 30 days as a warranty but the vehicle was also under manufacture warranty. I trusted the brand of Carmax that they had gone though the vehicle top to bottom so I had nothing to worry about. At 45 days from purchase the front brakes started squealing. I took it to my local **** ***** dealer and they said the brake pads were at 2mm...this is extremely dangerous and obviously had not occurred during my 45 days of ownership. I live about 75 miles from the Carmax I purchased from and did not feel safe driving to to them under these dangerous conditions. I instructed the dealer to fix the brakes at a cost of $800. I contacted Carmax about the issue and they said there was nothing they could do since it was over 30 days. I could not believe that they would not take responsibility for the negligence of selling a vehicle with dangerous brake pads and then offer no solution to the expense I had to undertake. After that service the dealer gave me a detail of other issues with the vehicle that needed to be attended to. To date I have spent about $3000 on this vehicle on things that should have been dealt with by Carmax prior to selling the car. I have spoken to the service manager at the Carmax location along with someone from the corporate office and both explained that I could not prove that the issues were there prior to the purchase and they were not interested in offering me any financial settlement toward the repairs that I had to incur so that the vehicle operates properly and safely.

Location: Miami Auto Mall
Make: Land Rover
Model: Range Rover
Owner/Co-Ownder? Yes

Desired Settlement: I want to make all consumers aware of the deception by this business that touts itself as a trustworthy company. My advice to anyone buying there is to take the 5 day waiting period and drive the vehicle directly to the dealer have them go through it thoroughly and give a report. Take that back to Carmax and if they won't take care of what is in the report do not buy the vehicle.

Business Response:

May 3, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. ******* ********

Complaint ID: ********

2013 **** ***** Range Rover Sport (the “Vehicle”), VIN: *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated April 20, 2016 regarding the Vehicle purchased from the CarMax store located in Doral, Florida (“CarMax”) on or about November 15, 2015.

In her complaint, Ms. ******** expresses concerns regarding the Vehicle’s brakes and additional repairs that have been completed at her local **** ***** service center. She states that she has submitted her letter for informational purposes, and doesn’t request any settlement from CarMax.

CarMax’s records indicate that Ms. ******** connected with both the International Mall location and the Customer Relations department regarding her concerns on or about December 31, 2015. Company records state that Ms. Peterson also spoke with her Sales Consultant around this time and requested to have the **** ***** service center complete brake repairs on the Vehicle. She was advised that the request would need to be communicated to service management at CarMax for consideration. Service records indicate that Ms. Peterson authorized the brake work and elected to not speak further with management at the International Mall store.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at ###-###-####, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

Consumer Response:

Better Business Bureau:

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

Their answer is as vague and bogus as when I spoke to them and it was definitely before Dec 31.  They refused to accept that the vehicle was in need of extensive repairs that were dangerous to my safety.  Because of their refusal I was forced to move forward with the dealer and pay for them myself.

Regards,

******* ********




5/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ******* ********* and J*** ********* visually inspected My wife ******* *********'s Chevy ***** on April 8th 2016 at 1300 hours. ******* and Myself purchased this vehicle on December 12th 2015, and were never disclosed information on this vehicle having Flood Damage. After inspecting the vehicle and seeing this damage, i moved the vehicle to Carmax to present the issue on the vehicle they have sold us. I previously took this vehicle to carmax two weeks after purchasing it to present and issue on the brakes in which they told me there was no issue, after them telling me their was no issue i drove the car to still find a issue. The vehicle has 45,000 miles and should not need a brake replacement. Not disclosing to my wife and i would be a unlawful act to the consumer, my wife and i. I have proceeded with and insurance claim on this buisness for selling a product not only hazardous to our health but hazardous to my wife while operating. Im asking this buisness gets insepcted to fraud to their consumers.

Location: 521 N McPherson Church Rd, Fayetteville, NC 28303
Make: Chevy
Model: *****
Owner/Co-Ownder? Yes

Desired Settlement: I would like my wife to get a full refund of this product that was sold to us by a horrible and scamming buisness. If not then i will proceed with filing a claim and hiring authority.

Business Response:

April 27, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. ******* *********

Complaint ID ********

2013 Chevrolet Cruze, VIN: ***************** (the “Vehicle”)

Dear Mrs. ****:                                                                                             

Thank you for forwarding the complaint dated April 11, 2016 regarding the Vehicle purchased from the CarMax store located in Fayetteville, North Carolina (“CarMax”) on or about December 4, 2015.  Mr. ********* expresses concerns about potential flood damage to the Vehicle, as well as brake concerns. Mr. ********* requests in the desired settlement for CarMax to provide a full refund for the Vehicle.

Mr. ********* brought the Vehicle to CarMax on or about December 16, 2015, for a concern he described as a squeaking noise coming from the brakes. CarMax diagnosed the vehicle at no cost to the customer, under the terms of the Limited Warranty, and found that the vehicle was operating normally and required no correction.

                                                                                                                                                         

CarMax does not have any record of being in communication with Mr. ********* after this last visit on or about December 16, 2015, but was informed about his flood damage concerns via receipt of this complaint.  The Service Manager has reached out to Mr. *********, and has communicated that CarMax would be happy to reexamine the Vehicle for flood damage and brake concerns. 

During the conversation with the Service Manager, Mr. ********* stated he would bring the Vehicle in on 4/28/16 or 4/29/16.  If it is found that pre-existing flood damage is present, CarMax will work with Mr. ********* to complete a return of the vehicle.  CarMax will continue to remain in contact with Mr. ********* regarding this concern.  Should he have any questions in the meantime, Mr. ********* is encouraged to reach out to the Fayetteville Service Team at (910)864-6222, Option 4.

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 1-800-519-1511 ext. *****.

 

Sincerely,

Stacie M*******

Analyst, Executive Response Team

5/3/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the car and that night driving home I heard a strange noise. To me it sounded like the bearings. I brought the car back the very next day.They had me bring it back the following week. They assured me it would still be viewed as my five day Grace period. The following week I brought the car back and let them knowi thought it was the bearings. They said they found nothing wrong. I don't believe they even drove it around. To me it was an obvious sound that was not right.As time went by the sound got worse. I called them but I wa informed that I should have pdai for extra warranty ( of course ) but financially I was not prepared to pay even more. ( I was already paying several thousands over blue book value ). They told me they could fix my car but it would cost me just for them to diagnose the problem. The problem existed the day I purchased the car. I couldn't afford to fix it. I took the car to a mechanic and he was able to tell me it was the bearings in 5mins. No cost. He told me the car couldn't be driving the way it was. So I borrowed money and had it fixed. I contacted Carmax several times and got the run around. Finally a service manager said he would try to help me. He wanted the receipt of the work done. I took it in personally and heard nothing for weeks. When I talked to Joe the service manager again he said he never got the paper work. So I brought them again and handed it to him in his hands. Now it's been four and a half weeks and no word from Carmax. I feel cheated.

Location: research drive Irvine California
Make: ******
Model: ******
Owner/Co-Ownder? Yes

Desired Settlement: Pay for my expenses

Business Response:

April 18, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. **** *******

Complaint ID: ********

2006 ****** ***** (the “Vehicle”), VIN: *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated April 4, 2016 regarding the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”) on or about September 22, 2015.

In his complaint, Mr. ******* describes concerns regarding the Vehicle’s wheel bearings and requests that CarMax reimburse him the expense for those repairs.

CarMax’s records indicate that the service department connected with Mr. ******* regarding obtaining his receipt on or about April 5, 2016. Records state that processing of this refund was completed soon thereafter and reimbursement check number ********** was sent to Mr. ******* on or about April 13, 2016.

Should Mr. ******* have any issues receiving that reimbursement, he is encouraged to reconnect with the CarMax Irvine location by calling 949-341-0801.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

5/3/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On date of purchase, 8/14/2014, the salesman misrepresented financing information that I used to base my decision on to purchase my car at a higher payment. I was told I could accept a lower payment around $500 or finance in the GAP Insurance and Extended Service Agreement (ESA) for a higher payment of $724.50 that could be reduced to the lower payment later if I decided to cancel the GAP and ESA or refinance the ********* ******** loan with ********* ********. With that understanding and without any disclosures that said otherwise, I accepted the terms of the loan only to find out 2 months later, Santander does not refinance loans and cancellation of the GAP and ESA lowers the principle only, not the payment, even the the GAP and ESA were the cause for the increased payment - the payment will not change regardless of cancellation. As a result, I have been fooled into the higher payment and stuck with it if I am not able to refinance the car soon. Since the car is a 2007, every year its more difficult to refinance it because finance companies do not want to refinance cars older than 8 years. Since CarMax offered a low appraisal on my trade in and financed most of the trade in value with the Jaguar's cost plus GAP and ESA at a 25% interest rate, the payoff exceeds the value of the car and as a result, a finance company is not willing to offer enough to cover the payoff. The difference will need to be paid in cash that creates hardship since my payments are high as a result ofall that was financed in with the loan. CarMax says its not their fault and ********* ******** refuses to lower the payment and blames CarMax for misrepresenting the finance information. As a result, I am stuck with a rediculously highcar payment because of what I feel is misrepresented information provided by the salesman at CarMax. I feel they are responsible and should help me to get the lower payment promised for the car I purchased. I feel tricked into a bad loan.

Location: Sawmill Road, Columbus, OH 43235
Make: *******
Model: Vanden Plas
Owner/Co-Ownder? Yes

Desired Settlement: Cash Settlement of $4K to be paid toward the principle on the 2007 Jaguar loan with ********* ******** to make it possible for me to refinance the car with another finance company willing to approve a lower payment I would have had if the CarMax salesman had been honest with me about the loan in the beginning at the point of sale.

Business Response:

April 22, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. ******* ******

Complaint ID: ********

2007 ****** *** (the “Vehicle”), VIN: *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated April 8, 2016 regarding the Vehicle purchased from the CarMax store located in Columbus, Ohio (“CarMax”) on or about August 14, 2014.

In her complaint, Ms. ****** describes concerns with reimbursement for the cancellation of her MaxCare extended service plan and GAP policy, as well as the appraisal value for the car she previously traded in. She requests that CarMax pay $4,000 toward the principal balance for her loan to decrease her monthly payment amount moving forward.

CarMax’s records indicate that Ms. ****** connected with both the Columbus Sawmill location and the Customer Relations department regarding her concerns on or about March 28, 2016. Company records state that it was discussed with Ms. ****** that any reimbursement resulting from the cancellation of her MaxCare extended service plan and GAP policy would be applied toward the principal balance for her loan, and would not decrease her monthly payment for the Vehicle. Information regarding the cancellation of these policies is also included in the contracts Ms. ****** signed at the time of purchase.

To ensure customers receive the best financing options, CarMax offers three business days to refinance from the date of sale, penalty- and interest-free. As the Vehicle has now been owned by Ms. ****** for longer than this period, any decisions regarding loan payment adjustments or refinancing are at the discretion of her lienholder. CarMax’s records note that Ms. ****** was recently presented with the option to have the Vehicle appraised, and to look into available vehicles that better fit her desired payment amount. While CarMax is unable to participate in the requested cash settlement, Ms. ****** is encouraged to connect with the sales department for additional questions or to schedule an appraisal by calling CarMax Columbus Sawmill at 614-799-8077.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

5/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I HAVE HAD ISSUES WITH THIS VEHICLE SINCE DAY ONE. AT FIRST THE SERVICE DEPARTMENT WAS VERY HELPFUL BUT BECAUSE THERE WAS AN ISSUE EVERY WEEK OR SO THEY BEGAN IGNORING MY CALLS AND MY LETTER DATED JANUARY 28, 2016. AS OF TODAY'S DATE I HAVE PAID FOR A TRANSMITTER AND PROGRAMMING THAT WAS PROMISED TO ME, PRICE AT $163.43 AND TIRE PRESSURE SENSOR LIGHT DIAGNOSIS THAT I WAS TOLD WAS TAKEN CARE OF AT $115.00. THIS VEHICLE NEEDS 5 SENORS AND MY LIMITED WARRANT PLUS MY EXTENDED WARRANTY REFUSES TO PAY FOR THESE NOTED REPAIRS THEREFORE, THIS COMPLAINT IS JUSTIFIABLE DUE TO THE UNPROFESSIONAL AND UNETHICAL PRACTICES OF YOUR BUSINESS.

Location: 1000 SOUTH FLOWER STREET
Make: ******
Model: H3
Owner/Co-Ownder? Yes

Desired Settlement: REFUND OF MONEY ON OUT OF POCKET EXPENSES ON NECESSARY REPAIRS AND CURRENT REPAIRS NEEDED ON VEHICLE ASAP.

Consumer Response: Please find that within the 5 day option of returning the car I brought the car in and was given a rental (model: charger) in October prior to Dec. repairs and I was assured that everything was fixed (thermostat, tire pressure sensor, and sidings) so that I would not return the vehicle. This is the big issue... After the last repair in Dec. CARMAX Service department refused to return my call; Ernesto who was actually helping at first refused my calls and therefore I had my repairs done at the nearest Dealer.

Business Response:

April 22, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. ***** *******

Complaint ID 11234156

2007 ****** **, VIN: ***************** (the “Vehicle”)

Dear Mrs. ****:                                                                                             

Thank you for forwarding the complaint dated March 14, 2016 regarding the Vehicle purchased from the CarMax store located in Burbank, California (“CarMax”) on or about October 12, 2015.  Ms. ******* requested in the desired settlement for CarMax to reimburse her the cost that she paid to obtain and program a new key fob, in addition to the cost that she paid to have the tire pressure monitoring system diagnosed by a Chevrolet dealership.  Ms. ******* also requested in the desired settlement for CarMax to reimburse her the cost that she will soon have to pay to repair or replace five tire pressure sensors on the Vehicle.

Ms. ******* brought the Vehicle to CarMax on or about October 15, 2015 to inquire about a noise, jerking concern, check engine light and gas seal.  CarMax diagnosed and repaired each concern at no cost to Ms. *******, under the terms of the Limited Warranty.

Ms. ******* later brought the Vehicle back to CarMax on or about December 3, 2015 to inquire about a check engine light, tire pressure light and high beam light concern.  Ms. ******* was outside of CarMax’s 6-month or 6,000 mile warranty at the time of this visit.  However, as a gesture of customer service, CarMax diagnosed the Vehicle and made the necessary repairs at no cost to Ms. *******.  All of these repairs were new concerns, unrelated to the initial visit on or about October 15, 2015.  CarMax does not have any record of being in communication with Ms. ******* after this last visit on or about December 3, 2015, but was later informed about her outstanding concerns via the receipt of this complaint.

Based on CarMax not having been in communication with Ms. ******* since her last appointment date and due to the fact that Ms. ******* was outside of CarMax’s 6-month of 6,000 mile warranty at the time of her next visit to the Chevrolet dealership, CarMax is declining Ms. *******’s request to be reimbursed for the repair and diagnosis of the tire pressure sensors.  In addition, CarMax is also declining Ms. *******’s request to be reimbursed for the cost that she paid for a new key, as this was not a previously discussed concern between CarMax and Ms. *******.

CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.

Please contact me at (804)747-0422 extension **** with any questions you may have.

Sincerely,

Nekia W*******

Analyst, Executive Response Team

4/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When they delivered the car, they had issues trying to install the temporary plate onto the vehicle. First they tried to install the screws at an angle, which would have damaged the vehicles license plate holder by stripping the threads, so I told them not to do that. Then they punched their own holes into the temporary license plate holder instead of using the rivets provided. They did not reinforce the plate at all. The plate came off due to faulty installation, and I had to purchase a new temporary plate at the DMV. When I asked CarMax to refund the money they said no. Why should I pay for their bad workmanship?

Location: 11213 S Jordan Gateway, South Jordan, UT 84095
Make: ********
Model: **** ***
Owner/Co-Ownder? Yes

Desired Settlement: I want them to refund my DMV charge for the new temporary plate

Business Response:

April 21st, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ***** *******

2013 ************* **** (VIN: ***************** the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ******* regarding his purchase of the Vehicle from CarMax of Salt Lake City, UT (“CarMax”) on April 4th, 2016. In his complaint, Mr. ******* requested a reimbursement for a charge from the local Department of Motor Vehicles (“DMV”) for a temporary license tag.

            Mr. ******* contacted CarMax after the temporary tags on the Vehicle were detached while driving on approximately April 8th, 2016. CarMax understood the urgency of Mr. *******’ concern and went to the local DMV location to pick up new temporary tags for the Vehicle. These temporary tags were then given to Mr. ******* and he was not required to pay for their replacement.

CarMax has had no further communication with Mr. ******* and is unaware of any charges that he may have incurred via this concern.

            If Mr. ******* has any further questions, he is welcomed to contact myself at 1-800-519-1511, ext. *****.

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

Consumer Response:

Better Business Bureau:

I actually already posted a message to this complaint explaining that they had resolved the issue.  I still think it's bad that I had to submit the complaint before they would take action, as  they mentioned the complaint when I picked up my plates, and i have many other issues with the sales process and how I was treated, but nothing that would constitute a violation of minimum ethical practices in my mind.

Regards,

***** *******



4/27/2016 Problems with Product/Service
4/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 29, 2016, we were approved for a 2012 Chevy ******. We were told that we had to wait 6-10 days for delivery. The car was available on March 11, 2016. We had the car for a week. We noticed it wasn't driving right. Brought the vehicle back in on March 18, 2016 to be serviced. I noticed the oil sticker wasn't changed. So I figured the oil wasn't serviced before I left the lot. The gas was leaving too fast. I was told by my sales person George "Maybe someone in your neighborhood is stealing your gas." On the 18th they did nothing & still didn't change my oil. They assured me that it was changed before I left the lot. I find that strange being that the sticker clearly showed 11-30-15. They still didn't change the oil sticker; they made me set an appointment for Wednesday March 23, 2016. Well the car broke down on Sunday March 20, 2016. Monday March 21, 2016, I spoke with Robert Jones (Service Manager. They had to tow my car from onside of the road. Robert assured me that the problem would be fixed. They sat me up with a rental car. I drove the rental car for a week. I didn't get any service calls about my vehicle. So I called back Monday March 28, spoke with a Jennifer Bell. She told me that they had been trying to call since March 22, 2016, to tell me come ride the gas out of the vehicle. I find that hard to believe being that I have two contact numbers on file & an email address. I DID NOT GET ANY CALLS! I was told to bring the rental back, pick up my car& ride the gas out. They wanted me to ride the gas out so they can drop the tank. Assuming that whatever is wrong is dealing with the fuel. NOW my car was in CarMax’s possession for a week untouched. They had the keys & permission. While they are stalling, I’m still riding with the mileage ticking very quickly. Jennifer Bell told me the service department had the part for my vehicle, but couldn’t replace it because I missed my spot. So here I am still riding in the vehicle putting mileage on the vehicle. I asked Jennifer, can I just get my money back. She kind of chuckled, and placed me on hold for 30 minutes. When Jennifer finally came back, I was told another service manager would call me back. I never received a call. Meanwhile she told me to bring my car back in on Friday. So Friday April 1st, I brought my car back to CarMax Services. I spoke with a Patrick. The managers were acting like they didn’t tell me to bring it in. That day was supposed to be a drop off and pick up, but we had to sit and wait for an hour. I haven’t even had the car a whole month & I don’t want to keep this vehicle and still have a lot of problems while paying a car note. All together I have had this vehicle for 22 days. It has already left me stranded on the interstate, is leaking gas, odometer is moving faster than it should, oil sticker is not accurate, and has been in CarMax’s service department for a total of 13days, so far. I still don’t have a clear diagnostic on the vehicle. Even though I am told that CarMax has the part necessary to repair my car, they are now making me wait another week to repair it, saying that it won’t be ready until the 8th of April, Making it a total of 17 days that it will have been in their possession. I believe this is a deliberate attempt to avoid any responsibility on CarMax’s part for selling me a LEMON, since by the time they say my car will be fixed, it will be at the 30-day Limit Warranty. The staff at the 6768 Siegen Lane Baton Rouge, La 70809 has been nothing but RUDE and UNHELPFUL, leaving me on hold for hours at a time, and passing me around to everyone in the service department, and literally laughing in my face on the phone. Not only will I try to steer anyone away from using CarMax’s services in the future, but I will also be pursuing all legal options against this company if I am not offered a complete refund, and I will not stand For It.

Location: 6768 Siegen Lane
Make: *********
Model: ******
Owner/Co-Ownder? Yes
******* *******

Desired Settlement: My desired outcome is to get a replacement vehicle or a complete refund.

Business Response:

April 19, 2016

***** ****, Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: Ms. ******** ******
Complaint ID ********
2012 ********* ******, VIN: ***************** (the “Vehicle”)

Dear Mrs. ****:

Thank you for forwarding the complaint dated April 4, 2016 regarding the Vehicle purchased from the CarMax store located in Baton Rouge, Louisiana (“CarMax”) on or about March 11, 2016.  Ms. ****** requested in the desired settlement for CarMax to either take full return of the Vehicle or allow her to exchange the Vehicle for another.

CarMax reviewed Ms. ******’ request and elected to take full return of the Vehicle.  However, CarMax attempted to contact Ms. ****** and Mr. Simmons (the primary owner of the vehicle) by phone on several occasions, but has been unable to connect.  CarMax left a voicemail at the time of each call.

If Ms. ****** and Mr. Simmons would like to accept CarMax’s offer to take full return of the Vehicle, they are encouraged to contact CarMax’s Line Production Manager, Patrick B******, at (225)663-7292 ext. **** within the next 10 business days.

CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.

Please contact me at (804)747-0422 extension **** with any questions you may have.

Sincerely,

Nekia W*******
Analyst, Executive Response Team

4/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was a first time buyer and very excited to by my first vehicle because of the vulnerability I was sold what i would say almost inoperable car my sales person told me don't look at the year go by the mileage i settled with a 2014 saturn with. Approximately. 65000 no accidents and one owner seemed to be the one for me unfortunately this was not so i have had the car approximately a year and a half out of that time have that time it has been in the shop for repairs the repairs i'm estimating has been somewhere nere 10,000 now fortunately i had warranty but each time i have had to pay a deductible which adds up not knowing this car isnt made anymore i found out while the. Vehicle was under repair they could not find the part so they told me they would just repair. What I brought it in there for this car is not reliable am.pying good. Money for something still now. I do not feel save in this vehicle to go anywhere if i had known during the purchase time that this vehicle was no longer sold i wouldn't of bought. It i Have no guarantee i can repair this vehicle now and in the future especially whith no warranty because it ran out fjrst i would like my deposits ba ck my down payment on the Vehicle so i can purchase a reliable. car and surrender this vehicle without credit compromising

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: Refund. An exchange

Business Response:

April 8th, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ******* *******

2004 ****** **** (VIN: ***************** the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ******* regarding her purchase of the Vehicle from CarMax of Riverside, CA (“CarMax”) on approximately September 11th, 2014. At the time of purchase, Ms. ******* also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 60 months or until the Vehicle exceeded 100,000 miles with a deductible of $250.00 for repairs completed at CarMax. In her complaint, Ms. ******* requested a full refund and exchange of the Vehicle due to service concerns.

            CarMax addressed multiple repair concerns on the Vehicle since Ms. *******’s purchase. CarMax has not diagnosed any service concerns on the Vehicle since this visit on approximately April 14th, 2015.

If Ms. ******* has any current repair concerns on the Vehicle, CarMax would gladly complete a diagnosis. CarMax will not participate in any return or exchange for the Vehicle as Ms. ******* is outside of any warranty provided by CarMax. In the event Ms. ******* would like to sell the Vehicle, CarMax would be happy to complete an appraisal.

            Ms. ******* is encouraged to contact myself at 1-800-519-1511, ext. ***** if she has any additional questions.

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt ******

Analyst, CarMax Customer Relations

4/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am unable to register and obtain a tag or transfer my existing valid tag to the vehicle if a title has not been issued for the vehicle, when required. I cannot legally operate the vehicle without a valid tag issued for and affixed to the vehicle. I am subject to fines and vehicle impoundment if stopped by law enforcement if they operate their vehicle without a tag; with an expired tag; or with a tag not registered to the vehicle. I have contacted the dealership, haven’t received a straight answer about your title application’s progress, and have reason to believe that the dealer has willfully failed to apply for my title. I have been waiting 7 months.

Location: **** ** **** *** ************ ** *****
Make: ******
Model: *****
Owner/Co-Ownder? No

Desired Settlement: The selling dealer is liable for civil penalties and their failure to apply could be classified as a misdemeanor crime Subject to fines by the State Board of Registration of Used Motor Vehicle Dealers Loss of their state-issued license. And my title.

Business Response:

April 6, 2016

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

*** ** ******* ******

**** **** *****

Thank you for forwarding the complaint ******** received in your office from Mr. ******* ****** regarding the **** ****** ****** ****************** (the “Vehicle”) that was purchased on or about July 26, 2015 at the CarMax store located in Southlake, Georgia (“CarMax”).  In this complaint Mr. ****** is requesting information about the titling process and for CarMax to apply for a title for him to the Vehicle.

According to our records, Mr. ****** purchased the Vehicle in Georgia, and was residing in Georgia based on the address listed on his Retail Installment Contract.  Usually, CarMax would assist Mr. ****** processing title and registration paperwork with the GA DMV on his behalf.  In Mr. ******** case, his lienholder, Exeter Financial, informed CarMax that there was a problem with the funding of the Vehicle loan.  CarMax has been in communication with Mr. ******** on multiple occasions.  Mr. ****** would have been responsible for registering and titling the vehicle properly with the state of Texas, if that is where he currently resides; however, as of September 10, 2015, the Vehicle is titled to CarMax.  

As of September 8, 2015 Mr. ******** case had been turned over to the CarMax Credit and Collections Recovery department.  Mr. ****** is encouraged to contact Mary A*** at ************** extension **** if there are any further questions.  

If needed, the BBB can also please review the BBB response submitted by CarMax Auto Finance in August of 2015.  CarMax appreciates the opportunity to respond to this complaint, and I am unable to respond further about this matter.

Sincerely,

* ******* ******** ******** ******** *********

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

******* ******




4/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went into this Carmax 2353 Gallatin Pike N, Madison, TN 37115 I went into CAR-MAX locally to trade up my brand new car. Within 2 weeks,They had my $6000 down payment And my brand new car(100 miles.) They made me sign a lot of papers that I did not understand , I am not a lawyer. they had this and I had NOTHING. they said You could buy something and get your money back if it was within 5 Days. well, it was and they did NOT give me the requested money back! I want my $6000 back! And, I want my car back!!

Location:
Make:
Model:
Owner/Co-Ownder?

Desired Settlement: I went into CAR-MAX locally to trade up my brand new car. Within 2 weeks,They had my $6000 down payment And my brand new car(100 miles.) They made me sign a lot of papers that I did not understand , I am not a lawyer. they had this and I had NOTHING. they said You could buy something and get your money back if it was within 5 Days. well, it was and they did NOT give me the requested money back! I want my $6000 back! And, I want my car back!!

Business Response:

April 11, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. ****** *******

Complaint ID: ********

2015 ****** ***** (the “Vehicle”), VIN: *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated March 30, 2016 regarding the Vehicle initially purchased from the CarMax store located in Madison, Tennessee (“CarMax”) on or about February 27, 2016.

In her complaint, Ms. ******* describes concerns regarding the processing of the return of the Vehicle, and requests that CarMax refund her $6,000, as well as return the vehicle CarMax purchased from her, a 2015 Nissan Versa Note.

CarMax’s records state that Ms. ******* first purchased the Vehicle and sold her Versa Note on or about February 27, 2016. Records indicate that Ms. ******* elected to return the Vehicle on or about March 2, 2016, at which point CarMax was able speak with her finance company to allow an exception and cancel her payoff, returning the Versa Note to her possession. Ms. ******* decided to again sell her Versa Note to CarMax, and purchase the Vehicle a second time, on or about March 4, 2016. CarMax’s records show that Ms. ******* decided to return the Vehicle a second time, on or about March 9, 2016, and also requested to receive her Versa Note at this point. At the time of the second return, CarMax’s sales managers connected with the finance company again to request an additional stop of the payoff for her Versa Note. This second request was declined by the finance company.

A payment of or about $5,908.21 was made by Ms. ******* for the purchase of the Vehicle as required by the finance company to cover the negative equity on her vehicle loan for the Versa Note. Because the finance company is unwilling to reinstate the Ms. *******’s loan a second time, CarMax is unable to refund the funds provided by Ms. *******, as the payment has already been remitted to the finance company. CarMax is also unable to return Ms. *******’s Versa Note because of the decision by the finance company. Ms. ******* is encouraged to reconnect with a member of the management team at CarMax Rivergate by calling 615-855-2202 regarding any additional questions about this concern.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

****** *******




4/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Luxury sports wagon, one year old, with 10,000 miles. After purchase, while installing protective clear film on front of car, a body shop inspection revealed recent, extensive, unreported collision repair. Right front fender was replaced and installed incorrectly with shims used in attempt to hide misalignment. Rocker panel and wheel well plastic dislodged. Extensive overspray detected on hood, bumper, fender, door, mirror, rocker panel. Fresh masking tape remnant still clinging to underside of right hand rear view mirror. Massive bondo and paint drip found at edge of fender, already peeling by own mass. Reputable body shop estimated this sub-standard paint was less than 30 days old. Carmax purchased vehicle at auction six weeks prior.

Location: Clackamas, OR
Make: *****
Model: ***
Owner/Co-Ownder? Yes

Desired Settlement: Requested Carmax location representative that vehicle be inspected by independent body shop to determine whether structural damage had occurred. If damage was cosmetic only, that independent body shop re-do all repairs and return vehicle to pre-loss condition. Multiple phone calls and in-person visit with Carmax representatives have still not resulted in commitment from Carmax. Vehicle sits at body shop for eight days with no action by Carmax.

Business Response:

April 7, 2015

***** ****, Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ****** ******

VIN: ***************** 2015 ***** *** (the “Vehicle”)

Dear Mrs. Mann,

            Thank you for forwarding the complaint received in your office from ****** ****** regarding the Vehicle purchased from CarMax of Clackamas (“CarMax”) on March 12, 2016. In his complaint, Mr. ****** states that a third party body shop found recent collision repairs on the Vehicle.  Mr. ****** states these repairs were completed prior to his purchasing the Vehicle, and describes the repairs as “sub-standard”.  Mr. ****** requests that an independent body shop “re-do” the repairs at CarMax’s expense.

            CarMax professionally reconditions and inspects each of its vehicles.  Nonetheless, CarMax wants Mr. ****** to be satisfied with the cosmetic quality of his vehicle, and is happy to cover the cost of repairs completed at the independent body shop.

            As of April 7, 2016, the independent body shop is completing repairs on the Vehicle.  CarMax is in daily communication with Mr. ****** in regards to the completion of the body work.

            If Mr. ****** has any additional questions, or would like to discuss this concern further, he may contact me at 1-800-519-1511 ext. *****.

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

4/18/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased this vehicle in September 2015, after 3wks of driving this vehicle I noticed the car would ***** itself from left to right if I incurred a bump (not avoidable) and sewer covers. I went in to Car Max, spoke w/service department representative about this and she stated it probably was the tires. I mentioned that the tire light was on. She went out and put air in the tire that she said was lower in pressure. I left, trusting every thing would be fine, and it was not. This continued and I called in and spoke again w/rep in reference she scheduled me an appointment to bring the car in. I took the car in and she said the tire sensor was needing to be replaced, that it was a good thing I purchased the warranty. I waited and after 25-30 minutes she informed me the part needed to be ordered. I mentioned the problem still was occurring but she said replacing the sensor would keep the tire pressure in the tires and said she'd call when the part was in. After 2wks. or 3 I was scheduled to bring in car. The sensor was replaced and the problem still existed. I called numerous times and was only able to leave messages w/out a return call. Then a 2nd problem happened; the car would lose power while driving and stop immediately. I called in to service, had to leave message due to no one being available and never received a return call. One morning when I was driving an approximate 35 miles per hour, the car lost power and stopped abruptly, scaring me so that my heart and head felt like I was having a heart attack or something wrong w/me. I drove straight to Car Max, explained the problem. The same service rep stated this was very dangerous and it needed to be checked out, and it was a good thing I had purchased the warranty which would cover the cost more than likely. She said she would scheduled an appt., I did not want to drive away in this vehicle, asked to speak w/a manager and I spoke w/Kate. I asked for a loaner vehicle, they are for new prospects. More!

Location: Miamisburg, OH
Make: 2011
Model: ******** ***
Owner/Co-Ownder? Yes

Desired Settlement: I was told the car passed a 125 point inspection. I believe a reputable car dealership should include new tires on your vehicle, that struts should also be covered if these items are for the customers safety they should not need to be replaced in a 6 month period. I will be paying for this car for 4yrs-5yrs and it's not right that I will be driving a vehicle that has a problem losing power and can/or could cause another vehicle to run in the back of my car. They have said this is an intermittent problem. They lied about the tire problem and I feel they should do more to find this problem which could cause an accident. I won't feel safe driving this vehicle, and because they mentioned additional cost out of my pocket even though I have a lot of warranty coverage, if it's intermittent then I am also unsafe, inconvenient w/trying to schedule and leave car w/out them providing a car for me to use. I have to pay for rental until and if the diagnosis is detected. Please help resolve!

Business Response:

April 5, 2016

***** ***** Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Ms. ******** ******

Complaint ID: ********

**** ******** *** (the “Vehicle”), VIN: *****************

Dear Ms. Mann:                                           

Thank you for forwarding the complaint dated March 24, 2016 regarding the Vehicle purchased from the CarMax store located in West Carrollton, Ohio (“CarMax”) on or about September 6, 2015.

In her complaint, Ms. ****** describes concerns with the Vehicle’s tire pressure monitoring system (TPMS), handling, and power loss. She requests that CarMax replace the Vehicle with a different one.

CarMax’s records indicate that the Vehicle’s TPMS was repaired on or about December 18, 2015 and was covered under the MaxCare Extended Service Plan. Service records state that Ms. ****** connected with the CarMax service department on or about March 9, 2016, regarding a handling and power loss concern. Due to appointment availability at CarMax, the earliest available appointment was coordinated for Ms. ****** at the nearby Dave Dennis Chrysler Jeep Dodge Ram service center on or about March 11, 2016. As a result of Ms. ******’s request for transportation, CarMax offered options for shuttle services, or a loaner vehicle, if one was to become available.

Before the scheduled appointment date at Dave Dennis Chrysler Jeep Dodge Ram, CarMax’s records indicate that Ms. ****** reconnected with the service team to schedule an appointment at CarMax later in the month. Ms. ****** brought the Vehicle to CarMax for her appointment on or about March 17, 2016. Service records indicate that while the handling concern was addressed and covered under her MaxCare Extended Service Plan, the power loss issue could not to be duplicated at the time of the appointment. The service management team has made attempts to connect with Ms. ****** about additional diagnostic testing for the power loss concern, but has been able to speak with her directly.

While CarMax will not be participating in an exchange of the Vehicle as requested, Ms. ****** is encouraged to reconnect with the CarMax service department regarding her power loss concern by calling 937-396-7218, option 4.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

4/15/2016 Advertising/Sales Issues
4/14/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over the last two years my wife and I have purchased two vehicles from CarMax. Our first car broke down twice for the same reason, and even though we were guaranteed under the 30-day, 90-day, and the CarMax Max Care Plan we still had to pay for a taxi ride, and train tickets because we were not granted a loaner vehicle. After all this has happened we were apologized to and told that these things sometimes happen. We allowed these expenses to slide. Last Saturday I made a request to defer my April payment because of a change of payment dates at my work. I was told that everything was taken care of, and my next payment would not be due until May 4, 2016. On April 4th the payment was drafted anyway, even after I was removed from automatic billing. I called and they agreed that it was their error, but the best they could do is refund my money through a check 10 days after I send in official bank statements. By this point my account will be over drafted and I will not be able to make necessary payments for my family this month. I am beyond irritated that a company can admit to wrongdoing, but then require its customers to make the effort and still be financially strained after that effort. If this was indeed the company's fault, they need to make arrangements to refund the money plus damages, or stop payment immediately.

Location:
Make:
Model:
Owner/Co-Ownder?

Desired Settlement: The money either needs to be refunded within the week, or I will need the refund plus any overdraft charges, and late billing charges granted to me in the check that is being sent.

Business Response:

April 12, 2016

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

RE:       Consumer Complaint of ****** ******           

Dear Sir/Madam:

Thank you for sharing Mr. ******’s complaint with us and providing us with the opportunity to respond.   Mr. ****** states that he called to cancel his recurring payment and the payment drafted anyway.  Further, he is unhappy with our refund processing time. Mr. ****** is asking for his refund within the week of his complaint or he will require additional monies to cover any overdraft fees he could incur.  

We are happy to report that Mr. ****** received his refund via FEDEX on Saturday, April 9, 2016.  Nonetheless, we have conducted an investigation into Mr. ******’s concerns and found the following:

 

  • April 2, 2016, Mr. ****** called and requested that we cancel his recurring payment.  He advised that his employer changed his payment schedule, and in an attempt to assist Mr. ******, our representative told him that she could cancel his April 2, 2016 payment.  However, that payment was already in process and could not be cancelled.  We have provided feedback to the associate regarding the error and reinforced the correct procedure.
  • On April 4, 2016, Mr. ****** called to understand why his April payment was debited from his account.  We informed Mr. ****** that this was our error and we advised of our rush refund request process.   

 

It is our mission to provide a world class customer experience and we are sorry to learn that we failed on our commitment in this case. However, we are happy to report that Mr. ****** received his requested refund 5 days after his request.   

Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this letter of explanation.  If you need any additional information regarding the above, please do not hesitate to contact me directly by phone at ***** ******** or by email at *************************

Sincerely,

Brent A****

Operational Compliance Manager

CarMax Auto Finance

Copy:  ****** ****** 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

****** ******



4/14/2016 Problems with Product/Service
4/11/2016 Problems with Product/Service
4/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an check engine light that came on 5 days after purchase. I have taken the **** back 3 times. This issue was not given to me at time of purchase. I have had the vehicle sine June of 2015. The first time they said it is the evap system and allegedly replaced the gas tank,reset the system and sent me on my way. 5 days later the check engine came in again. I took it back in an the mech said oh it's just a **** we can't fix it and I'd just let it go. It's not gonna hurt anything. I took it to a **** dealership in az an they said yes they cud fix it for 300.00 carmax made no attempt to want to fix this problem. I have an warranty on this vehicle an want this fixed by carmax under the warranty I'm laying for.

Location: ******* **
Make: **** ******** *****
Model: 2011
Owner/Co-Ownder? Yes

Desired Settlement: Fix the problem under warranty that I pay for without any out of pocket expense

Business Response:

March 22nd, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ***** ******* (VIN: ***************** the “Vehicle”)

2011 **** ********

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ******* regarding her purchase of the Vehicle from CarMax of Gilbert, AZ (“CarMax”) on July 2nd, 2015. At that time, Ms. ******* also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 60 months, or until the Vehicle exceeded 100,000 miles, with a deductible of $100.00. In her complaint, Ms. ******* requested repair of the Vehicle for a check engine light concern free of charge under the ESP.

            CarMax was aware of Ms. *******’ concerns on the Vehicle prior to receiving this complaint. A review of CarMax service records indicate that repairs were completed on the Vehicle to address a check engine light concern on November 19th, 2015. At that time, CarMax determined that the fuel cap failed, causing the check engine light to come on. CarMax replaced the fuel cap and the check engine light turned off.

            Ms. ******* scheduled an additional appointment on February 3rd, 2016, for a check engine light concern; however, did not show for this appointment. CarMax would be happy to diagnose any of Ms. *******’ concerns if she would like to make an appointment. If there are any repairs needed that are related to previous repairs which were completed, Ms. *******’ concerns may be covered free of charge under CarMax’s 6-month, 6,000-mile guarantee if Ms. ******* has not exceeded the mileage parameters.

CarMax service department can be reached at (480) 518-8101, option 4. If Ms. ******* has any further questions, she may contact me at 1-800-519-1511, ext. *****.

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

4/4/2016 Problems with Product/Service
4/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vehicle from carmax that was not sold under proper inspection/safety guidelines. I was sold a vehicle that had a bad transmission. The transmission went bad 2 months after I purchased it. I had to pay $1000 to have the transmission replaced with a used one. The vehicle also was sold to me without any proper working safety airbags. And will cost approximately $3000 to have working airbags installed, in addition to having prior wreck damages that was not disclosed to me. I have proof of all of these statements in a total of 3 estimates.

Location:
Make: ** *****
Model: ******
Owner/Co-Ownder? Yes

Desired Settlement: I would like the money that I have had to put into the vehicle so far reimbursed to me, the monthly payments I have had to make reimbursed, and my down payment reimbursed. I would also like the loan for the vehicle out of my name as well.

Business Response:

March 22, 2016


***** ****, Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236


Re: Mr. ****** *****

Complaint ID ********

**** ***** ****** (the “Vehicle”), VIN: *****************


Dear Mrs. ****:


I am writing in response to your letter dated March 8, 2016, wherein you forwarded a complaint from Mr. ****** ***** regarding the Vehicle purchased from the CarMax store located in Merriam, Kansas (“CarMax”) on or about March 14, 2015.  Mr. ***** was presented with the option of purchasing a MaxCare Extended Service Plan, but elected not to do so.  Mr. ***** requested in the desired settlement for CarMax to take full return of the Vehicle and refund him any amount that he paid toward the purchase, pay off and repair of the Vehicle.


Mr. ***** mentioned in the complaint that he had a transmission concern two months after purchasing the Vehicle.  However, CarMax’s records indicate that the Vehicle was not brought in for a transmission concern until on or about December 3, 2015.  As the purchase was outside of CarMax’s 30-Day Limited Warranty at that time of this visit, CarMax offered to have the Vehicle’s transmission replaced at their discounted cost as a gesture of customer service.  CarMax has no record of any airbag complaint at any time.


Based on the above, CarMax is declining the settlement as set forth in the complaint.  However, CarMax encourages Mr. ***** to visit the CarMax nearest him if he would like to have the Vehicle appraised at the current market value.


CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.


Please contact me at (855)562-4935 extension ***** with any questions you may have.


Sincerely,


Nekia W*******

Analyst, Executive Response Team

3/30/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: SIr or Ma'am: I purchased my **** ******* ******* ** in the summer of 2015 from CarMax in Duarte, CA. When I purchased the vehicle, I was told it had no accidents or damage, I recently found out the car did have body damage and the repairs were done by Carmax in Duarte, the Passenger rear and side had been painted. A ******* is a high end vehicle, this repair depreciated the vehicle's value 20%, this was never disclosed to me. I have invested a significant amount of money in the vehicle already and this depreciation is not ok, I think carmax should be reimburse me the depreciation caused by the repair and for not disclosing the repairs prior to my purchase of the vehicle. Sincerely, ****** **** ** **** *** **** **** ***** ** ***** *************

Location: Duarte, CA
Make: *******
Model: ******* **
Owner/Co-Ownder? Yes

Desired Settlement: Carmax should be reimburse me the depreciation amount of 20% of the purchase price caused by the repair and for not disclosing the repairs prior to my purchase of the vehicle, and simply showing a certificate that the vehicle had no damage.

Business Response:

March 22, 2015

***** ****, Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ****** ****

VIN: ***************** **** ******* *** (the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Yousuf **** regarding the Vehicle purchased from CarMax of Duarte, CA (“CarMax”) on July 13, 2015.  In his complaint, Mr. **** states that the Vehicle had previous body work which caused the Vehicle to depreciate by 20%.  Mr. **** requests that CarMax reimburse him 20% of the Vehicle’s purchase price.

            CarMax guarantees that a vehicle is free of flood and frame damage.  CarMax does not guarantee that a vehicle is accident free, or free of previous body work. CarMax professionally reconditions each vehicle and prices it according to market value, including any reconditioning factors.  Therefore we decline Mr. ****’s request to reimburse him 20% of the purchase price.

            If Mr. **** has any additional questions, or would like to discuss this concern further, he may contact me at 1-800-519-1511 ext. *****.

Sincerely,

Jennifer L****

Analyst, CarMax Customer Relations

3/29/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have made outreach to Carmax several times regarding a 1 day past due late payment. I have made 60 payments on time and happened to make a payment at 12:48 am the day after the payment was due. Carmax is unwilling to let me A. make the payoff amount in full to get the late payment mark taken off B. their policy states a payment will be submitted to credit agencies after 31 days, my payment was 29 days past due; however they then changed the wording to the specific to justify a specific date of the month but not actually 31 days.

Location: Houston, TX
Make: ********
Model: ***
Owner/Co-Ownder? Yes

Desired Settlement: I would like my past due payment taken off in lieu of good payment history for 60 payments in addition to the discrepancy in the 31 days rule vs the specific due date of the month

Business Response:

March 25, 2016

 

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

 

RE:  ?     Consumer Complaint of ****** ******

 

Dear Sir/Madam:

Thank you for sharing ****** ******’s complaint and providing us the opportunity to respond.  In sum, Ms. ****** claims that her September 2015 payment was not over 30 days past due as reflected on her credit file.  After a careful review of Ms. ******’s account, we disagree. 

Our records reflect that we received Ms. ******’s September 2015 payment (which was due on September 9th) on October 10, 2015.  At this time, Ms. ******’s account was 31 days past due contrary to her assertion in her complaint. 

Though the credit information being disputed by Ms. ****** is accurate, we believe that the unique circumstances of her case (which is further elaborated below) justify the deletion of the credit information in question.

In the interest of customer service, we typically inform customers that are experiencing some difficulty in making a payment that, to avoid negative credit information reporting, they must make the payment on or before their next due date.  It appears that Ms. ****** was attempting to make the September 2015 payment on her next due date - October 9th.  Unfortunately, due to time zone differences, the payment that Ms. ****** made on October 9, 2015, at 11:48 PM, Standard Time, was received (according to our records) on October 10, 2015, at 12:48 AM, Eastern Time.  As a result, our reporting accurately reflected that Ms. ******’s account was over 30 days past due when she made her September 2015 payment.

We have requested the 3 national credit reporting agencies to delete the negative credit information associated with Ms. ******’s September 2015 payment.  It may take up to 60 days for this update to reflect on Ms. ******’s credit file.

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 regarding this matter, please contact Curtis Potts at (770) 792-4750, extension ****.

Sincerely,

 

Brent A****

Operational Compliance Manager

CarMax Auto Finance

cc: ****** ******

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

****** ******



3/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I Purchased a 2015 *** **** on January 18th, which at some point must have had some damage to the fenders and hood area. The car had been painted and the paint on the hood and both fenders on the front does not match the rest of the vehicle. CarMax indicated that this is the best match possible and nothing else can be done to rectify the problem. After taking the car to a *** dealership, and referred to a local body shop who performs paint work for them, it has been determined that the paint work is of low quality ; and a better or perfect math is possible. I think CarMax should take responsibility for this since the car had never been titled to another individual; and the paint work was not disclosed at the time of sale. The car was purchased at night and I did notice the different shade in the paint, but the salesman indicated that it was the reflection from the light, and the car had never been painted on. Since this was a 2015 vehicle, i believed his statement. The next day I found this to not be the case, and contacted CarMax about the situation to no avail at this point.

Location: Jersey Village, Texas
Make: ***
Model: ****
Owner/Co-Ownder? Yes

Desired Settlement: I am requesting that CarMax pay to have the car painted by a body shop of my choice who have experience in painting ***s or other foreign vehicles. The estimate thus far is around $1500.

Business Response:

March 21, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. ******* ******

Complaint ID: ********

2-15 *** *** (the “Vehicle”), VIN: *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated March 6, 2016 regarding the Vehicle purchased from the CarMax store located in Houston, Texas (“CarMax”) on or about January 18, 2016.

In his complaint, Mr. ****** describes concerns with the cosmetic quality of paint with the fenders and hood of the Vehicle, and requests that CarMax pay an estimated $1,500 for him to have the front end of the Vehicle repainted at a body shop of his choice.

CarMax’s records indicate that Mr. ****** was in communication with both the Senior Management Team at the store, as well as a Customer Relations Analyst, regarding his concerns starting on or about February 10, 2016. During this period, notes state that the Vehicle was inspected and the paint was verified as exceeding CarMax’s standards. Customer Relations records indicate that Mr. ****** was presented with the option to return the Vehicle outside of CarMax’s 5-Day Money-Back Guarantee on or about February 29, 2016. Starting on this date, Mr. ****** was given one week to return the Vehicle if he wished to do so.

CarMax did not receive confirmation from Mr. ****** that he would like to return the Vehicle within his offered extension period, and as such, will not be participating in another return offer at this point. As the Vehicle was noted as exceeding cosmetic standards after multiple inspections, CarMax will not be participating in covering the expenses for repainting the front-end of the Vehicle, as requested by Mr. Hunter. Should Mr. ****** have any additional concerns he would like to discuss regarding the Vehicle, he is encouraged to contact the location by calling 281-970-6690.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

Consumer Response:
 Hello ******:

I got a little confused and failed to add a comment in the site to explain why I am refusing the CarMax offer.

First of all, I can't see where a reasonable offer has been made. 

Yes, the offer to return the car was offered, but I think that was somewhat of a unreasonable suggestion or offer. I like the car, but is unhappy with the matching of the paint.  so why would I immediately settle for such an offer.   I think the paint work on a 2015 *** should have been disclosed at the time of sale.  I did mention the paint to the sales person, but he stated that it was the reflection of the light.  (This car was purchased at night). 

 I am very surprised that a large company such a CarMax would balk over $1500, instead of satisfying their customers.  When I first took the car into the dealership to address this issue, the service manager never acknowledged me.  I had to deal with the sales manager.  He looked at the car, but never addressed me at any time.  Just told the sales manager to tell me that the match was the best match that CarMax could do.  Again, I think this was also poor customer satisfaction.

Any help that you as the BBB can give me in resolving this matter would be very much appreciated.

Regards,
******* ******

 Hello ******:

I got a little confused and failed to add a comment in the site to explain why I am refusing the CarMax offer.

First of all, I can't see where a reasonable offer has been made. 

Yes, the offer to return the car was offered, but I think that was somewhat of a unreasonable suggestion or offer. I like the car, but is unhappy with the matching of the paint.  so why would I immediately settle for such an offer.   I think the paint work on a 2015 *** should have been disclosed at the time of sale.  I did mention the paint to the sales person, but he stated that it was the reflection of the light.  (This car was purchased at night). 

 I am very surprised that a large company such a CarMax would balk over $1500, instead of satisfying their customers.  When I first took the car into the dealership to address this issue, the service manager never acknowledged me.  I had to deal with the sales manager.  He looked at the car, but never addressed me at any time.  Just told the sales manager to tell me that the match was the best match that CarMax could do.  Again, I think this was also poor customer satisfaction.

Any help that you as the BBB can give me in resolving this matter would be very much appreciated.

Regards,
Freddie Hunter
(979) 8

3/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a car from CarMax in march 2015 without an extended warranty. within the 30 day warranty period I returned the car because it had exceleration slipping problems. CarMax reported they were unable to duplicate the problem. in November the transmission went out on the car. I took the car to ***** for repairs. in addition to the transmission, the car is having electrical problems and has been in the possession of ***** since November 2015 with no resolution in sight.

Location:
Make: ** ***
Model: ****
Owner/Co-Ownder? Yes

Desired Settlement: Carmax sold me a lemon and I would like to exchange this car or get some type of rebate to pay for the pending repairs. Carmax already told me since I didn't bring it to them when the transmission went out there was nothing they could do to help me.

Business Response:

March 17, 2016

***** ****, Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ******** *********

VIN: ************** **** ***** ** *** (the “Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from ******** ********* regarding the Vehicle purchased from CarMax of Duarte, CA (“CarMax”) on March 8, 2015.  In her complaint, Ms. ********* states the Vehicle has transmission and electrical concerns.  Ms. ********* states that the Vehicle has been at ***** for service since November, 2015 with no resolution.  Ms. ********* requests to exchange the Vehicle or to be provided a “rebate” to pay for the pending repairs.

            On or around March 8, 2016, an investigator with the Bureau of Automotive Repairs visited CarMax in regards to a complaint submitted by Ms. ********* specific to the transmission concern with the Vehicle.  The investigator spoke with a manager and considered the complaint closed.  He advised he would be visiting ***** to learn about the status of repairs there.

CarMax has not heard directly from Ms. ********* since November, 2015.  In order to learn more about the status of the repairs and any available assistance CarMax can provide, a manager has contacted the Bureau of Automotive Repairs investigator handling Ms. *********’s complaint.  As of March 14, 2015, CarMax is still waiting on a reply from the investigator.

            At this time, CarMax does not have enough information to respond to Ms. *********’s request.

            If Ms. ********* has any additional questions, or would like to discuss this concern further, she may contact me at 1-800-519-1511 ext. *****.

3/28/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Note: I don't know why I was forwarded to the Virginia Office. Please forward to correct office. CarMax is located in Fairfield, CA at 2955 Auto mall Pkwy. I purchased a used vehicle from CarMax in 12/22/2014. They informed me at the time time the vehicle had never been in any accident. They gave me a verbal guarantee that it was not in any accident. They also pointed to their written statements that the vehicles were fully inspected and all accidents would be disclosed. The sale price of the car was based on this false vehicle history. After purchasing the car I noticed that the braking system was faulty, having breaks which did not grab when going over speed-bumps or over potholes. I complained several times to CarMax headquarters and the CarMax dealer. The car was inspected at the CarMax dealer and, despite attempts at resurfacing the rotors, the problem persisted. Later Hyundai customer service warned me that the warranty on my vehicle was voided due to CarMax working on the rotors, which CarMax did not inform me of at the time of the inspection. Due to persistent problems, I began to look for a new vehicle. I subsequently found out when I had the vehicle appraised on 10/26/2015 at a Hyundai Dealership that the car was reported to be in an accident via Carfax. I was informed that the vehicle would be significantly lower in appraised price due to this accident. I went to the CarMax on that day and demanded information regarding this. They informed me that the vehicle was reported to be in an accident after the sale date. I demanded renumeration for the lost value, which they refused. However, they appraised the vehicle and offered me $3,000 dollars more in the appraised value to make up for the loss. However this total amount was still far less than what I paid for the vehicle. I rejected the offer. The raising of the appraised value by $3,000 indicates the concession on the part of CarMax that the vehicle lost significant value.

Location: 2955 Auto Mall Pkwy
Make: *******
Model: *******
Owner/Co-Ownder? Yes

Desired Settlement: I desire $3,000 to be refunded to me to make up for the inevitable loss I will face when resale the vehicle. This is the same as the value offered on top of their (CarMax) own appraised value of the vehicle made on 10/26/2015. Thank you. **** ****** 3/16/2016

Business Response:

March 22, 2016

***** ****, Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: Mr. **** ******

Complaint ID: ********

**** ******* ******* (the “Vehicle”), VIN: *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated March 16, 2016 regarding the Vehicle purchased from the CarMax store located in Fairfield, California (“CarMax”) on or about December 22, 2014.

In his complaint, Mr. ****** describes a history concern with the Vehicle, and requests that CarMax offer him $3,000 for potential future value depreciation.

CarMax provides a free AutoCheck Vehicle History Report with every purchase, which is also available on our website for every vehicle in our inventory. If the AutoCheck vehicle history report indicates any accident history on the vehicle, our process includes sharing that information with the customer prior to the final point of sale. We train our sales consultants to share that while AutoCheck is a helpful resource, not every accident may be reported in an AutoCheck report and CarMax does not guarantee an accident-free vehicle. Additionally, CarMax does not control whether or not accidents are reported to vehicle history reporting agencies, or when those accidents may appear on vehicle history reports. Carmax does guarantee a vehicle that’s free of frame or flood damage.

CarMax’s records indicate that Mr. ****** was previously in communication with both management at the Fairfield location and members of the Customer Relations department regarding his concerns. Mr. ****** connected with the sales department regarding an accident on the AutoCheck Vehicle History report, which was confirmed as appearing on the report after the date of sale. CarMax completed an appraisal on the Vehicle on or about October 26, 2015, and offered an additional $3,000 more than the Vehicle’s appraised value as a gesture of goodwill for Mr. ******. As with all of CarMax’s written offers, this appraisal was valid for seven days.

Notes indicate that Mr. ****** also presented concerns with brakes, a fog light cover, and a bumper on the Vehicle around the time of his appraisal. Service records state that CarMax also assisted by covering the diagnostic fee for the concerns as an additional gesture of goodwill for Mr. ******.

CarMax will not be participating in issuing $3,000 to Mr. ******.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

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

The "goodwill" offer of appraisal was far below the original sale price of the vehicle.  The "goodwill" of diagnosing concerns was guaranteed to have been thoroughly inspected prior to sale.  Therefore, the attempts to deal with the complaint, which resulted in many hours of lost work on my part, were insufficient recovery methods which fell short of the original guarantee, which was given orally.  It is not tenable to give insufficient services and then make unfavorable adjustments, and deem it "goodwill".  "Goodwill" is therefore a term being used in this complaint to undermine the efforts of the Better Business Bureau and should not be taken as genuine or adequate.

Regards,

**** ******




3/23/2016 Problems with Product/Service
3/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've owned the car for approximately 90 days. At this point, the car has been in the shop for more than 55 days for various repairs. The total amount of time spent on repairs is something less than 48 hours, however the rest of the time has been spent waffling, blame-shifting, and other indecisive behaviors. I have a 25+ page document outlining the entire ordeal and will gladly submit it as part of this complaint.

Location: 8800 Freestate Drive Laurel MD 20723
Make: **********
Model: ****** *** **
Owner/Co-Ownder? Yes

Desired Settlement: Provide a warranty of the vehicle's power train that will permit me to take the car to competent and qualified technicians who are focused on resolving issues, not prolonging them.

Business Response:

February 24, 2016

***** ****, Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ***** *****

VIN: ***************** 2012 ********** ****** *** ** (“the Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from ***** ***** regarding the Vehicle purchased from CarMax of Laurel, MD (“the Vehicle”).  In his complaint, Mr. ***** states that his vehicle has been in for repairs for 55 out of the 90 days he has owned the Vehicle.  Mr. ***** requests a “power train warranty” be provided on the Vehicle so he can take it elsewhere for service.

            As of February 24, 2016, CarMax has sublet the vehicle to Heritage Volkswagen for further diagnosis and repairs.  CarMax is covering the cost of diagnosis and repair.

            CarMax Customer Relations is in continual communication with Mr. *****, and will work with him until all issues are resolved.

            If Mr. ***** has any additional questions, he may contact me at 1-800-519-1511 ext. *****.

           

           

             

Sincerely,

Jennifer *****

Analyst, CarMax Customer Relations

Consumer Response:

Better Business Bureau:

Thank you for responding to my complaint. I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and would like to provide the following update:

This morning marks 114 days of ownership, and 75 days in the shop. At this point, I have been in constant daily communications with both CarMax Corporate and their Laurel MD location. At this point, we've pretty much decided that the car is unrepairable and are giving up on it. CarMax is in the process of locating another car from their inventory as a replacement, and are processing a full return of the one listed in this complaint. With any luck, we'll be able to solve the situation, as we can't seem to fix the car. 

I would like to leave this case open until that final resolution has been reached, however. 

Regards,

***** *****




3/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The issue is with my steering wheel. It shakes, vibrates, makes an electrical grinding noise, and instead of the wheel being smooth when you turn, it skips and feels like it falls into a groove. Now please be clear, this happens when driving, AND when I'm in park. I have multiple VIDEO proof if needed. I was forced to buy new tires from Santa Ana location. I was looked at like I was Lying about my issue. Both the head Service Department Manager and Lead Mechanic were both Rude, and seemed to know more about my issue with the car then I did. I waited over 3Months for the issue to be resolved and 1 week after I drive, the issue was only masked.

Location: 3200 Harbor Blvd, Costa Mesa, CA 92626
Make: *********
Model: ******
Owner/Co-Ownder? Yes

Desired Settlement: repair, refund or replacement asap the car is not safe!!

Business Response:

March 7, 2016

***** ****, Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: Mr. ******* ****
Complaint ID ********
2008 ********* ****** (the “Vehicle”), VIN: *****************

Dear Mrs. ****:

I am writing in response to your letter dated February 21, 2016, wherein you forwarded a complaint from Mr. ******* **** regarding the Vehicle purchased from the store located in Costa Mesa, California (“CarMax”) on or about February 23, 2013.

Prior to receiving this complaint, CarMax was not made aware that the steering wheel shaking concern was still ongoing.  In an effort to assist, CarMax’s Service Manager, Taryn S******, contacted Mr. **** to schedule an appointment to address this concern on March 10, 2016 at 10 AM.

The Vehicle is outside of CarMax’s 6-month or 6,000 mile limited warranty at this time.  However, CarMax has offered to diagnose the steering wheel shaking concern at no cost to Mr. ****.

CarMax appreciates the opportunity to respond to this complaint and considers the scheduling of the appointment the resolution to the complaint.

Please contact me at (855)562-4935 extension ***** with any questions you may have.

Sincerely,

Nekia W*******
Analyst, Executive Response Team

3/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a certified used car from the store and after a brief test drive questioned the safety of the tires. Upon speaking with manager was told that tires met CarMax standards. Tires were then measured at two independent facilities over the next few weeks and both locations told us that tires are not safe to use on current roads and conditions for Winter, midwest driving. Car was unable to leave parking lot on first day of snow after purchase. Contacted a manager at the Schaumburg store and they told us that there own wife would not be advised to drive on the tires in there current state. Yet after we talked to a consumer affairs person, we got a different story and we then decided to contact BBB. We are not happy that a certified car is not safe for daily use at the time or purchase.

Location: Schaumburg
Make: *****
Model: ******* R/T AWD
Owner/Co-Ownder? Yes

Desired Settlement: We hope to get a credit for tires (2) since the car is currently not able to be driven anytime we get a bit of snow or sleet.

Business Response:

March 4th, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: *** ******* (VIN: ***************** the “Vehicle”)

2014 ***** *******

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Ms. ******* regarding her purchase of the Vehicle from CarMax of Schaumburg, IL (“CarMax”) on February 4th, 2016. In her complaint, Ms. ******* requested a credit for two replacement tires on the Vehicle due to concerns since purchase.

            CarMax was aware of Ms. *******’s concerns prior to receiving this complaint. Ms. ******* inquired about the tread depth of the tires prior to purchase, which measured above both state and CarMax’s standards. CarMax informed Ms. ******* that these tires would not be replaced as a result of that measurement. Ms. ******* then elected to purchase the Vehicle.

CarMax had additional conversations with Ms. ******* and her boyfriend on February 11th, 2016, and February 24th, 2016, when they again requested replacement of the tires. CarMax informed Ms. ******* that because the tires exceeded standards there would be no replacement under her Limited 30-Day Warranty.

            CarMax agrees to replace the tires at cost for Ms. ******* but declines any further financial assistance. If Ms. ******* has further questions, she may contact me at 1-800-519-1511, ext. 82505.

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

3/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Spent a total of nine hours in the location per a Road Loans voucher with sales associate Chuck, he couldn't qualify me for two prior vehicles we (my wife and I) were interested in, he attempted to have the voucher cover us for purchase of the vehicle but couldn't make it work. My wife, ******* ********, specifically told Chuck that we want the "Max Care" extended warranty. After several hours had passed it was time for my wife to take our 5 year old Autistic son to the doctor as he wasn't feeling well, so I stayed behind as Chuck assured my wife and I we were almost done. I have severe PTSD and social anxiety, I deployed to Iraq twice in the USMC, and Kosovo once in the Army, I am a disabled vet. I probably should have just left, however, because Chuck assured us we were almost done I took a breath and stayed while my wife left. During the transaction Chuck stated I cannot get the Maxcare because the cost of the vehicle is going to be consumed by the road loans voucher, there was no mention I could have paid for it separately on a card in monthly payments. So three weeks after we had the vehicle, the check engine light came on, my wife called, set a srvc appt for 2/11/16, we were told the o2 sensor went out, along with the Catalic Converter, we also had to have the seat belt on the driver side replaced because that was getting stuck. My wife spoke to Keith who said they could give us the extended warranty but we would have to pay the $2,000 up front rather than monthly payments. Not acceptable, today 2/23/16 our vehicle is still at service, they said the wrong parts were ordered still unknown when we'll get our car back. We want them to exchange the vehicle and start over, we've already made our first payment this is not an acceptable way to treat a consumer, it's crooked and unjust.

Location:
Make: **** ****
Model: *******
Owner/Co-Ownder? Yes

Desired Settlement: We would like Carmax to switch our vehicle for something more mechanically sound. A Catalic converter doesn't malfunction randomly, it breaks over time. I feel the service engine soon code was purposely cleared prior to leaving the dealership. The vehicle has been in repair almost as long as we were able to drive it, they ordered the wrong parts and are unsure when it will be fixed. We've made our first payment, I don't think it's unreasonable to ask for a different vehicle to take this one's place.

Business Response:

March 4th, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: **** ******** (VIN: ***************** the “Vehicle”)

**** **** *******

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ******** regarding her purchase of the Vehicle from CarMax of Albuquerque, NM (“CarMax”) on January 15th, 2016. In his complaint, Mr. ******** requested that CarMax exchange the Vehicle due to mechanical concerns since purchase.

            CarMax was aware of Mr. ********’s concerns prior to receiving this complaint. On approximately February 23rd, 2016, CarMax agreed to exchange the Vehicle at his request. CarMax completed a full return and Mr. ******** decided to purchase a different vehicle with CarMax.

            CarMax is unaware of any further concerns that Mr. Galbadon may currently have. If Mr. Galbadon has any further questions, he is welcomed to contact me at 1-800-519-1511, ext. *****.

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

3/16/2016 Problems with Product/Service
3/16/2016 Problems with Product/Service
3/16/2016 Problems with Product/Service
3/10/2016 Guarantee/Warranty Issues
3/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 2, 2013 we purchased this vehicle. During the process we were told that there was only one owner and the car was in perfect condition. We got a CQI Statement from Carmax with the car. We decided to trade in the vehicle because we needed a truck and wanted new. We went to **** ******** ***** to trade in and they pulled a car fax and told us the car was in a front end collision and they could only give us $14k. They stated that if there was no accident they would gave us $18,600.00. I called your complaint department and they forwarded me to the store where i bought it. They asked if i went to them first and they could work it out only if i purchased another vehicle from them. After finding this out i wanted nothing to do with them. They said if i didn't buy another car from them they can't do anything for me and i am out of luck.

Location: 9501 Research Dr., Irvine, CA 92618
Make: **** *******
Model: *********
Owner/Co-Ownder? No
Suzette ****** Kerr - My Wife

Desired Settlement: I feel that they owe me the difference in my appraisal value. That would be $4600.00. I would not be even be complaining if they at least told me when i purchased the vehicle, or at least did not advertise and tell people that the cars are in perfect condition and that the car passed a "rigorous CarMax 125-Point Quality Inspection".

Business Response:

March 2, 2016

***** ****, Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: ****** ****** (husband of ******* ****** ****, owner of the vehicle)
Complaint ID ********
**** ******* ********* (the “Vehicle”)

Dear Mrs. ****:

I am writing in response to your letter dated February 13, 2016, wherein you forwarded a complaint from Mr. Harold ****** regarding the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”) on or about February 2, 2013.  Mr. ****** requested a disbursement of $4,600, which represents the difference in the amount that he received as an appraisal offer from a third party dealership and the amount they alleged they would have offered had the CarFax Vehicle History Report not revealed prior accident damage.
According to CarMax’s records, an AutoCheck Vehicle History Report was provided to Mrs. ****** Kerr at the time of sale.  This report did not indicate any prior accidents.  CarMax re-verified these details after receiving this complaint and found the same details as mentioned above.

CarMax’s records also indicate that a Sales Manager of CarMax was previously in communication with Mr. ****** regarding the option to re-appraise the Vehicle.  CarMax’s appraisal offers, however, are not contingent upon any additional factors.  Therefore, Mr. ****** would not have been required to purchase another vehicle from CarMax.

Due to the fact that CarMax was unable to determine if there were signs of impact related to damage and due to the fact that CarMax has no control over the amount offered by another dealership, CarMax is declining the settlement as set forth in the complaint.  CarMax would have been happy to inspect the Vehicle prior to it being sold and partner with CarFax or AutoCheck to clarify or correct any inaccurate reportings.  Additionally, CarMax does not guarantee accident-free vehicles, but does guarantee to not sell a vehicle with known frame or flood damage.

CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.

Please contact me at (855)562-4935 extension ***** with any questions you may have.

Sincerely,

Nekia W*******
Analyst, Executive Response Team

3/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I feel like CarMax as a whole is misleading the customer. My wife sold our **** *** ** to the CarMax in Albuquerque, NM on 02/06/16, paid off the negative equity to them & she was told that the paperwork provided was proof of the sale & we would no longer be legally responsible for the vehicle. When she spoke to our credit union today 02/08/16, she notified them that the vehicle was sold & told them she had the paperwork with proof of the sale. She asked for a letter to be emailed to her from the credit union stating that we are no longer responsible for the car loan; she also asked to stop the auto payments for the car loan. The CU stoped the auto pay but strongly warned her that despite what the paperwork from CarMax said, that we are still legally responsible for the car & loan on the car until it was paid in full & due to the fact that we are still responsible for the loan they would not send us a letter stating that we weren't respinsible. If I knew that CarMax operated in such an unprofessional ****er & used their advertisements on t.v. to trick people into thinking they'll buy your car & you'll walk out of their business a happy customer w/cash in hand; or as I assumed they would pay off the entire loan before taking your car from you & money for negative equity like a con-artist thief; well let's just say if I knew all of that, I would NEVER had sold my car to them. What they are doing I seems unethical & they, like any one else selling a vehicle, would expect & require payment first from the one purchasing the vehicle before they could take legal possession of it. I have purchased, traded in, & sold vehicles before & NEVER once had any dealership not payoff immediately, the loan tied to the vehicle! That was until I was mislead by CarMax!

Location: Albuquerque, NM
Make: ***
Model: ** 2012
Owner/Co-Ownder? Yes

Desired Settlement: 1) If Caramx doesn't have the technology to pay off a vehicle loan immediately, but some how, according to their advertisement can pay people cash for their cars that same day they sell it, then they are misleading the public & need to change their advertisement. 2) I feel I was mislead & due to the fact that the CU insists we are legally responsible for the car & loan because it hasn't been paid off, I feel that CarMax needs to cancel their so called sale of the vehicle & return it to us immediately! I do not want to be responsible for a vehicle that is sitting the on a car lot of such a misleading & untrustworthy business.

Business Response:

February 24, 2016

***** ****, Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: Mr. ***** *****
Complaint ID ********
2012 *** ** (the “Vehicle”), VIN: *****************

Dear Mrs. ****:

I am writing in response to your letter dated February 8, 2016, wherein you forwarded a complaint from Mr. ***** ***** regarding the Vehicle sold to the CarMax store located in Albuquerque, New Mexico (“CarMax”) on or about February 6, 2016.  Mr. ***** requested in the desired settlement for CarMax to change our appraisal advertisements and reverse the purchase of the Vehicle if it cannot be paid off immediately, as he believed he had seen advertised.

CarMax’s records indicate that a payoff check in the amount of $39,484.85 was sent to Mr. *****’s finance company on or about February 10, 2016.  This check cleared CarMax’s account on or about February 18, 2016.

CarMax has since been in contact with Mrs. ***** (wife of Mr. *****) to communicate that the payoff has been completed as agreed upon, according to the Vehicle Purchase Agreement signed at the time of purchase.  Additionally, CarMax does not advertise to pay a vehicle loan immediately.  However, CarMax does aim to complete a vehicle loan payoff within 15 days of receiving a payoff quote.

CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.

Please contact me at (855)562-4935 extension ***** with any questions you may have.

Sincerely,

Nekia ********
Analyst, Executive Response Team

2/29/2016 Problems with Product/Service
2/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My vehicle was purchased in April of 2015. Included in that purchase was an extended care warranty plan known as "MaxCare". As of January 2015 I no longer have the manufacturer (**************) base warranty. At this time the "MaxCare" for which I purchased at sale is the warranty by which my car is protected. This extended care program was purchased for $1699 which includes a $100 deductible at each service appointment told to me via a customer service agent at "Car Max auto financing". At this time I am very unhappy to report that my exhaust system has failed. More specifically the muffler. I have taken the car back to the original CarMax purchase location for service and was quickly told that they DO NOT fix such issues as mine and that I was to take my vehicle to the "Kwik Stop" service shop for the help I need. At the recommended service shop I was told that my car can be repaired for $800 plus dollars and that it would be a "hook up" as far as he was concerned, at that price. I was further informed that I had a "100k mile problem on a vehicle that has under 40k miles on it". This is a sincere problem for me as this car has not been in my possession for an entire year. It was never told to me that there could be a serious problem with the vehicle, none what so ever, at sale. I have spent a large portion of time today being passed around from department to department, over the phone, in search of real answers and a possible solution with little to no resolve. I am frustrated, angry and dissatisfied with CarMax thus far. I am seeking a fair and honest resolve now.

Location: Hillside Ilinois
Make: *****
Model: ****
Owner/Co-Ownder? Yes

Desired Settlement: Full inspection and repair of my vehicle. If there are other issue to be found then I would like them mitigated.

Business Response:

February 19th, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ******** ****** (VIN: ***************** the “Vehicle”)

2013 ***** ****

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ****** regarding his purchase of the Vehicle from CarMax of Hillside, IL (“CarMax”) on April 4th, 2015. In his complaint, Mr. ****** requested full inspection and repair of a muffler concern on the Vehicle.

            CarMax completed a 125-point inspection prior to the sale of the Vehicle. CarMax was unaware of any concerns from Mr. ****** prior to receiving this complaint. A review of CarMax records indicates no repair history for the Vehicle.

            CarMax management attempted to reach Mr. ****** on February 9th, 2016, and February 11th, 2016, and received no response. CarMax also attempted to contact Kwik-Stop, the facility Mr. ****** states completed a diagnosis on the Vehicle. Kwik-Stop advised CarMax that a full length pipe assembly was deemed necessary to repair the muffler.

CarMax would be happy to discuss Mr. ******’s concerns further and determine any available assistance. If Mr. ****** has further questions, he may contact me at 1-800-519-1511, ext. ******

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

2/29/2016 Advertising/Sales Issues
2/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This experience has been giving me sleepless nights. Carmax made contact for the extended warranty company to pay THEIR bill and since they kept my car for almost a month they never communicated with enterprise or the extended warranty company and enterprise ended up charging my credit card without my permission. Screwing up my other teenage son's Christmas vacation because there was no car for him to drive. He could not drive the rental. My daughter works and ghad to drive my car because of her age. The mechanic broke the first part and another one was on back order from Germany and they lied about what was taking them so long to fix it. The warranty company only paid for 3 days and it should have been 7. no one took the time to at carmax to straighten this out, it all fell on me to try to do all of the let work at the last minute. Xavier, the service person at Carmax lied to me so many times, he even lied to my husband about things we never discussed like balancing the tires and even telling me that he would get a copy of the bill for me to be reimbursed. I sent a copy of the bill and I still have not been reimbursed. Enterprise in Boynton Beach even told me not to worry they will bill Carmax when I dropped the car off, but I was then told by Carmax because I picked it up from another location they could not pay it. They told me to go to the nearest Enterprise and it was Christmas eve. We did not need a car the first week. The car belongs to my daughter she is 19 years old and works hard to maintain the monthly $347 payments, it has gone back at least 3 times, that's gas money and time away from school and work for her. She is also extremely miserable over this experience. and wants to be compensated. Someone needs to investigate this issue, find out why this happened to a loyal customer and make corrections to the process. I need my money. For the time and duress I have been through trying to resolve this issue is unacceptable for such a large company

Location:
Make: vw
Model: ******
Owner/Co-Ownder? Yes

Desired Settlement: Contract Number: ****** Receipt Date: Jan 7, 2016 Enterprise Location: 1889 NORTH CONGRESS AVE WEST PALM BEACH, FL 33409-6307 US Tel.: (561) 689-8585 Driver: ***** ********* Start Date: End Date: Make/Model Start Miles End Miles Miles Driven Dec 24, 2015 @ 3:00 pm Jan 7, 2016 @ 3:49 pm HYUN SONA 31,314 31,425 111 Total Miles 111 Charge Description Quantity Per Rate Total Rate 14 Day 35.50 497.00 VLF REC - VEHICLE LICENSE FEE 7.98 Subtotal: USD 504.98 Taxes and Surcharges SC REC - SURCHARGE RECOVERY 28.00 TIRE AND BATTERY FEE 0.28 SALES TAX 32.00 Subtotal: USD 565.26 Total Charges: USD 565.26 Payment Information CREDIT CARD CCARD 445.26 Subtotal: USD 445.26 CUSTOMER NUMBER: TWxxxxx THE WARRANTY GROUP-(RYN1524) Attn: 40/DAY POLICY, CARMAX USD 120.00 PO:15A06653 Total Payment Amount: USD 565.26

Business Response:

February 16, 2016

***** ***** Operations Supervisor                             

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re: ***** *********

Complaint ID: ********

**** ********** ****** (the “Vehicle”), VIN: *****************

Dear Ms. ****:                                           

Thank you for forwarding the complaint dated February 3, 2016 regarding the Vehicle purchased from the CarMax store located in Boynton Beach, Florida (“CarMax”) on or about March 9, 2014.

In her complaint, Mrs. ********* describes concerns regarding repair delays, rental vehicle reimbursement, and communication with the service department. Mrs. ********* requests that CarMax reimburse the rental vehicle expense through Enterprise.

CarMax’s records indicate that the service department has been in contact with Mrs. ********* and her family regarding her expressed concerns. Service records indicate that CarMax presented the option of a loaner vehicle for Mrs. ********* while repair work was being completed on the Vehicle, which was declined. When manufacturer supply issues led to extended repair delays, CarMax offered to reimburse Mrs. ********* for vehicle rental beyond the 7 days included through her MaxCare extended service plan. Records indicate that as of February 16, 2016, the service department had not yet received the requested receipt for Mrs. *********’s rental vehicle, as required for reimbursed.

CarMax is currently working to reimburse Mrs. ********* for the 7 additional days of vehicle rental with the Enterprise payment information shared in her complaint. Should additional documentation be needed to complete the reimbursement process, CarMax will contact Mrs. ********* by phone.

CarMax appreciates the opportunity to respond to this complaint.

Please contact me at (800)519-1511, extension *****, with any questions you may have.

Sincerely,

Kristina S*****

Analyst, Executive Response Team

2/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our daughter had a tear-able experience with Carmax, stay away from them, not as good as it looks on the surface. She bought a car and her trade in was never transfered so she started getting tickets in the mail from all over LA, Carmax finally sent a letter to the state but not before collection agencies started calling! She found out the car had been in an accident, Carmax said it had a clean title! Seems Carmax only uses their own title search company not Carfax,,,which found the accident Carmax offered her 5 grand less than she owes to take the car off her hands! How is that for customer service! Stay away from Carmax and if you must buy from them, make them use Carfax to search for accidents, the service they use and own is worthless. One Star is all they will get from me and lot's of bad PR.

Location:
Make:
Model:
Owner/Co-Ownder?

Desired Settlement: I was given false information about the quality of the vehicle, which has made the car worth much less than Carmax said. I want a refund and the trade in value of the old car returned.

Business Response:

February 19, 2016

***** ****, Operations Supervisor

720 Moorefield Park Drive, Suite 300

Richmond, VA 23226

RE: ******* ** ******

VIN: ***************** **** ********** ** (“the Vehicle”)

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Richard ****** regarding the Vehicle purchased from CarMax of Buena Park on November 29, 2014 (“the Vehicle”).  In his complaint, Mr. ****** states the Vehicle was in a prior accident, which negatively affected the appraisal value of the Vehicle.

            CarMax utilizes AutoCheck, an independent vehicle history provider, to supply vehicle history reports to customers.  CarMax records indicate an AutoCheck report, showing no prior accidents, was provided to the primary applicant at the time of sale.  Although CarMax was not aware of this, an accident was reported to CarFax on January 13, 2012.  According to CarMax records, the vehicle title is in line with CarMax’s Clean Title Guarantee.

            Mr. ****** states that the prior accident negatively affected the appraisal value of the Vehicle.  According to CarMax records, the accident history did not affect the appraisal value of the Vehicle.

            Mr. ****** requests a refund for the Vehicle and the value of the trade-in.  CarMax is unable to meet this request as the Vehicle is outside CarMax’s 5-Day Money Back Guarantee.  CarMax has completed another appraisal on the vehicle, and would be happy to purchase the Vehicle, should Mr. ****** and the primary decided to sell it.

            Mr. ****** also states a concern related to the ownership transfer of the trade-in. On February 19, 2016, CarMax confirmed that the vehicle is no longer titled and registered to Mr. ****** and the primary.

            If Mr. ****** has any additional questions, he may contact me at 1-800-519-1511 ext. *****.

           

           

             

Sincerely,

Jennifer *****

Analyst, CarMax Customer Relations

Consumer Response:

Better Business Bureau:

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

 

Carmax raised the offer from $9,000 to $13,000 on a car we owe $15,000 and a trade in lost worth $2,500.

If the trade in value is so low and Carfax found reports an accident, how can Carmax say this is all they can do? This is not good business as I see it?

Do I sell the car back to Carmax for a $4,500 lose and then have to find a new car, does not make sense and this is a Carmax mistake to use Autocheck instead of Carfax as I seeit!

Regards,
******* ******




2/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a **** ******** **** ***** on December 5, 2015 from CarMax located in Laurel MD Freestate Dr , after driving the vehicle for a few days I began to hear unusual loud squealing noises coming from the engine and a grinding sound from the wheels I parked the car and used my other vehicle I immediately called CarMax to set up an appointment and was told the next available date wasn't for another two weeks, when I finally dropped the car I filled out an envelope describing the problems as instructed and was issued a loaner. I was called about a week later and was told my car was ready for pickup however when I arrived and looked at the repair order I noticed it was from a car that I'd owned before and not the one I currently owned so they made repairs for a car I didn't own none of the repairs I needed, I was then put back in a loaner and told the proper repairs will be made, I received a call on 1/13/16 again claiming my vehicle was ready so I turned in the loaner and drove off in in the car I purchased , two days later I started it for work and I heard the same noise as before , I called their so called resolution center where I was told to go back to CarMax to get yet another loaner I made a video of the noises and showed it to the service manager John who then drove the car once around the lot then stated he didn't hear anything even suggesting the problem may have self corrected. I've left messages with that locations GM I haven't been contacted as yet , It is now 1/28/16 and I'm still without my vehicle I'm asking that upon the return of my REPAIRED vehicle that the 30 day free repair guarantee be reset to the date starting when my car is returned and that I be compensated for the first months car payment I needed to make on a vehicle that I have only driven for 6 days total since purchase. There should never be a time when a customer is told by the service manager "I don't know why you called the main office they're just going to call me anyway"

Location:
Make:
Model:
Owner/Co-Ownder? Yes

Desired Settlement: Compensation for the first months car payment and to have the 30 day free repair guarantee restarted upon completion of repairs

Business Response:

February 18th, 2016

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

RE: ******** ******* (VIN: ***************** the “Vehicle”)

**** ************* ****

Dear Mrs. ****,

            Thank you for forwarding the complaint received in your office from Mr. ******* regarding his purchase of the Vehicle from CarMax of Laurel, MD (“CarMax”) on December 4th, 2015. In his complaint, Mr. ******* requested an extension of the Vehicle’s 30-Day Limited Warranty and compensation for one month of his car payment for the repair delays.

            CarMax was actively repairing the Vehicle at the time Mr. ******* submitted his complaint. CarMax completed repairs to address a belt squeak concern on February 1st, 2016, and Mr. ******* picked up the Vehicle.

            CarMax management spoke with Mr. ******* on February 4th, 2016, and discussed concerns about his experience. CarMax agreed to extend the 30-Day Limited Warranty for the Vehicle through March 1st, 2016, in the interest of customer service. CarMax also communicated with Mr. ******* that a payment on the loan associated with the Vehicle is not something CarMax would provide.

In the event Mr. ******* has any questions about this, he may contact me at 1-800-519-1511, ext. *****.

            Thank you for providing CarMax the opportunity to respond to this matter.

Sincerely,

Curt D*****

Analyst, CarMax Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID 1*******, 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,
******** *******




2/23/2016 Guarantee/Warranty Issues | Read Complaint Details