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Central Virginia

BBB Accredited Business since

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that CarMax , Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised 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 802 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

802 complaints closed with BBB in last 3 years | 296 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 128
Billing/Collection Issues 50
Delivery Issues 4
Guarantee/Warranty Issues 49
Problems with Product/Service 571
Total Closed Complaints 802

Customer Reviews Summary Read customer reviews

15 Customer Reviews on CarMax , Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 14
Total Customer Reviews 15

Additional Information

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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

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
Ms. Jennifer Bohn, Customer Relations Director Mr. Thomas J. Folliard, C.E.O. Ms. Diane Cafritz, Legal Counsel Ms. Lynn Mussatt, Vice President Business Operations Ms. Michelle Stone, Paralegal Ms. Audrey Wilkins, Paralegal
Contact Information
Principal: Ms. Jennifer Bohn, Customer Relations Director
Principal: Mr. Thomas J. Folliard, C.E.O.
Business Category

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

System Wide Accredited Business

This company's headquarters and company-owned locations throughout the country participate as BBB Accredited Businesses.  This means they support BBB's services to the public and meet BBB Accreditation standards. "A BBB Accredited Business since 1994."

Industry Tips
Buying a Used Car

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Complaint Detail(s)

8/21/2014 Guarantee/Warranty Issues
8/21/2014 Advertising/Sales Issues
8/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like for my vehicle to get repaired, be able to exchange it as I was offered by car max and have the option to purchase extended warranty as soon as possible thank you.

Business Response:

 

30 June 2014

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

Re:      ****** *******

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from ****** *******, who purchased the Vehicle referenced above from CarMax of Buena Park, California on 19 October, 2012.  In her complaint, *** ******* cites ongoing engine issues and states that the Vehicle has stopped running altogether.  She requests that the Vehicle be repaired and an opportunity to exchange it, as well as the opportunity to purchase an extended warranty (******* ******** ******* ****).

While there is history of a complaint related to the Vehicle shaking, no repairable issue was ever identified specific to an engine concern since the time of purchase.  During the last repair visit at CarMax of Duarte, California, over a year ago on 17 April, 2013, a third-party repair facility confirmed that no issue was found with the Vehicle.  If *** ******* wishes to pursue a repair of the Vehicle, CarMax would be happy to diagnose and complete the repair at *** ********* expense. 

The ******* ******** ******* **** is available for purchase only at the time of purchase of a CarMax vehicle.  CarMax is therefore unable to sell a ******* ******** ******* **** for the Vehicle at this time.

If *** ******* wishes to pursue replacement of the Vehicle, she is welcome to visit CarMax to have the Vehicle appraised.

Thank you for allowing CarMax the opportunity to respond.  We remain ready to assist as *** ******* wishes.  If you have any questions, please contact me directly at ***** ******** extension ****.

Sincerely,

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

CarMax Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

BBB-ID #********
****** *******
I REPLIED ON 7/7/2014 , I'M ASSUMING THAT YOU DID NOT RECEIVE MY RESPONSE.  PLEASE IAM STILL IN NEED OF THE BBB. ASSISTANCE .IAM NOT SATISFIED WITH THE RESOLUTION THAT CARMAX HAS PROVIDED . I DID SPEAK WITH **** FROM BUENA PARK CARMAX AND SAID THAT I HAD TO PAY OUT POCKET. I WROTE ON MY COMPLAINT. THAT IT COULD BE ENGINE PROBLEM, BUT I DO NOT KNOW, I AM NOT A MECHANIC AND MY VEHICLE HAS NOT BEEN DIAGNOSED yet. WHAT I DO KNOW AND HAVE PAPERWORK/WITNESSES THAT THE LAST TIME MY CA WAS AT DUARTE CARMAX IN NOVEMBER 2013 FOR THE SAME COMPLAINTS. AND ALL SERVICES PERFORMED HAVE NOT BEEN FIXED WHEN THE Y WE'RE  WITH IN WARRANTY. PLEASE CONANT ME AT* **** ********  OR E MAIL ME AT*************************

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a 7 year service contract when I bought my **** **** ****** at Car Max in Feb. 2013. At that time I was told that because it was so costly it included a lot of good features, sounded reasonable. Well from the 2nd time I took my suv in for its' periodic maintenance checkups there was a disturbing thing that we noticed. No matter how well the car was running there was always something that needed fixing, so we paid to have it fixed. Then, (everytime) we took the car home within 2-4 days another problem would surface that we had to get fixed. Twice in one year we had to get the suv towed and rent a vehicle and both times they kept my vehicle longer than the agreed upon car rental policy agreement so I would always have to come out of my pocket to pay for the difference. We complained to Car Max Corporate and they refunded the money. Once again we took our car in for its' 70,000 mile ck up. The car was running beautiful prior to dropping it off, but once they took my car in back my brakes needed fixing and my windshield wiper pump no longer worked, but I had just used it 2 days before. They wanted $120.00 for that. The guy changed my brakes and took it off the lot to test them for 15 minutes. When he got back I paid and drove my car home, but within 4 miles the low air pressure light came on. The next day my tire was flat and I missed a dental appt. that took 2 weeks to get. Car max sent out someone to change my spare and it was flat. They told me the day before that they checked all my tires including the spare. In short I had to buy a new tire, get the nail taken out of the bad tire and now my fuel system light is on. I have to spend another $250.00 at **** to get that fixed. I will never use Car Max again! I do not trust them, at all. A $62.57 service call turned into $738.00 and it happens all the time I take my car in to them. I have not had a legitimate repair there yet. I want my $565.00 refunded. I'll send them the receipts too. If I get no satisfaction I will go to ******* * on mye Product_Or_Service: Service repair 7 year contract

Desired Settlement: DesiredSettlementID: Refund I would like to be reimbursed $565.00 for my new tire, and repair of the tire with the nail in it, the fee that **** will charge me for the fuel line repair. Non of these problems did I have prior to bringing my car in on Thursday May 29, 2014. They have gotten me for so much extra repair work that I truly am ashamed to have been handled that way for so long. I will make a stink about this should we have to carry this on further.

Business Response:

                                                                                   July 8, 2014

Via Electronic Mail

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re:  ****** *******

Dear *** ****:

     I am writing in response to your letter which forwarded the complaint of *** ****** *******.

     On January 15, 2013 *** ******* purchased a **** **** ******, VIN ***************** (the “Vehicle”) from CarMax in Clearwater, Florida.  In his desired settlement *** ******* stated he wanted a refund for a tire he purchased, repair a tire with a nail in it and the fee **** will charge for the fuel line repair.  Total for the above repairs is $565.00.

     CarMax as goodwill did send a tow truck to change the tire.  Fuel system light is now on.  *** ******* stated none of these problems were present prior to bringing car in to CarMax.  *** ******* stated he feels CarMax has gotten him for so much extra repair work. 

     CarMax does decline *** ********** request for reimbursement.

     If you have any questions, please contact me at ***** ********, extension ****.  Thank you for providing CarMax with an opportunity to respond.

Sincerely,

*** ********* Sr. Analyst Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 said the fuel light was not on but that was fabricated. I payed to have car fixed but they didn't and within a few days later had to pay **** in **** ****** to do the repairs that carmax was suppose to do. That was expensive but they did the job correctly that carmax failed to do and **** mechanics also stated that the oil had not been changed regularly as carmax was suppose to check and never did. I have more complaints about other services that carmax was paid to do this past year and according to ***** expert mechanics was never done. Those will be added to the claim. Also, yes, carmax did send someone out to put the doughnut houre on the car to drive it back thirty miles to carmax, however it blew out two blocks from the house. Next of all, it wasn't suppose to be a doughnut hole tire because when we bought the car, the sales person told us there was a full size rim and tire under the car and being that only a professional mechanic could unleash it from the bottom of the car, we never found about it until we tried to drive the car home from carmax with a flat. I now have the further documentation from **** ****** supporting my claim that carmax was charging for services that weren't taken care of and now asking for $1000.00 restoration.

Regards,

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

Business Response:

August 11, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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


Dear **** ****:

Thank you for forwarding the additional correspondence received from *** ******* in which he states that the proposed resolution will not resolve his concerns. 

*** ******* mentioned that he has written proof supporting a claim received from **** stating that the work CarMax charged for was never completed.  In previous complaint *** ******* was requesting CarMax take some responsibility and assist with some of the repair expenses that he had paid out of pocket.  As mentioned in previous response, CarMax did cover the cost to send a tow truck to change *** ********* tire.  In addition, CarMax offered to have *** ******* drive to the CarMax location to have his tire repaired at no cost, he declined.

CarMax’s decision has not changed and CarMax is declining *** ********* request for reimbursement.  CarMax has reviewed the documents that *** ******* attached with his complaint.  CarMax would like to invite *** ******* to contact the Service department at ***** ******** to address any concerns he may have regarding the documents. 

Thank you for providing CarMax an opportunity to respond.  Please give me a call at ************ ext. **** if any further assistance is needed.

Sincerely,

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

Analyst, Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I honestly don't know where to start in July 2014 I purchased a vehicle from CarMax Auto Park ************* ****...I purchased it on a Saturday and that evening while I was traveling home I began to have issues with shaking in steering I called services dept that Monday could not get a return call after leaving many messages so I contact my awesome salesman who then got me an appointment with service dept...I took my vehicle in and told them of my complaint that when I would travel above 60 mph my steering shakes really bad and I could feel vibration in the steering; my next concern that I also brought to there attention that morning that my front fender was a totally different shade than the rest of the vehicle and I began to ask if it had been wrecked...well the nice young lady ******** explained to me that it could be darker because of minor damage such as a scratch something minor so she gave a report of the car showing the VIN was clean and it hadn't been wrecked! Well the issue they found on that day was that the rim was warped and I think they aligned it...well they tried to get the warped out of the rim and we assumed it was fixed...needless to say it was on my way home that day I immediately called back and told ******** that did not fix my issue now I can go past 40mph and my car is shaking worst I could not take it back at that time because I would be late for work! She schedule me another appointment they replaced the rim completely so that still didn't fix this issue so I called and scheduled another appointment well before the next appointment I called to let her know that the fender is began to slip down from the car as if it isn't connected or something is loose and there was a big gap in the fender and the headlight on passenger side so I asked again are you sure this vehicle hasn't been wreck; her response no maam **** ******* I provided with your vehicle history and you saw there was not vehicle damage or no wreck at all..but when you bring your vehicle back we will look in to it! In the mean time I received a call from the service dept. ******* **** who at the time was very apologetic and assured me when I returned all issues would be corrected when I returned....well another week and another trip to CarMax with an appointment time of 9:30 am I went to the desk at 10:27 a.m.to ask if they would know how long it would be before they would be taking my car back in to look at it...well they took it back immediately then.....well after hours has passed no one had came out to let me know anything about my vehicle finally I became agitated and went to the service desk approximately a little after 12 noon because I still hadn't heard anything. Long story short they ended up keeping my vehicle and giving me a loaner because they wanted to do what as called a road balance and take then fender off to see why it was not attached like it should be...well the loaner vehicle they gave me wasn't the best I had to get it jumped several times to start well I call to inform ******** that I was having issues with the vehicle she apologized and told me my car should be ready very soon. The next call I received from ******** was on that afternoon to tell me that where taking my **** ****** ****** to a body shop to get the fender repaired because it was warped I became very upset and asked her again if the vehicle had not been wrecked how did the fender get warped she informed me she didn't know it could come from hitting bumps in the road or normal wear and tear on a vehicle I don't know much about cars but I knew that was not the case I stated to her this vehicle has been wrecked there is no way a fender can be warped from normal wear and tear or hitting bumps in the road...I became very upset and called my local dealership and spoke with the service department and asked them what would cause a fender to be warped if it hadn't been wrecked he stated he had never heard of such the only thing he knows is normally it has to have had some type of collision he asked me for my VIN so he could research it and do a ****** well needles to say within seconds he asked me if I asked CarMax if my vehicle had been wrecked I informed him I had the report in my hand and it show now wrecks and they also told me it hadn't had any wrecks well it had been wrecked on 11/11/13 and my vehicle has frame damage well they have been so nice to me until the point raised that I could not find a vehicle that was like mine I could find one but either it was older or the mileage was way off or the price was higher.....well I spoke with **** in corporate who was very nice and told me not to worry about the difference in the price as long as its within reason just find me another vehicle because they would be buying that vehicle back he wasn't sure how they missed this issue on selling a vehicle with frame damage well when I spoke with****, ******* he told me that they would not be discounting a vehicle just for me they are going to buy the vehicle back and that was it and that **** doesn't has any say on whether they will be discounting a vehicle the only thing **** do is correspond with corporate and the store he does not run there store or have any authority well the conversation with **** didn't go well I haven't dealt with him since that conversation. So they can't tell me they are buying the vehicle back and acting as if the deal never existed is not true on yesterday I asked if I could just have my vehicle back they said no my vehicle is long gone...if I would have known the vehicle had been wrecked I would have never purchased it but CarMax is so quick to advertise they do not sell vehicles with frame damage! I have referred so many customers to CarMax just last month my mom bought a car before that several of my friends purchased there vehicles from there and this is the thanks I get...TERRIBLE Here is there mission statement Our mission statement: To provide our customers great quality cars at great prices with exceptional customer service. and then they show this on the CarMax FAQ Yes. All of our used cars are CarMax Quality Certified ,which means every vehicle on our lot must pass a 125+ point Certified Quality Inspection by one of our technicians. This comprehensive and detailed inspection includes an investigation to ensure that the car does not have flood or frame damage. In addition, we back every one of our cars with a 5-Day Money-Back Guarantee* and a Limited 30-Day Warranty (60-Day in CT, 90-Day in MA and NY).*

Desired Settlement: I understand that have agreed to buy the vehicle back from me as if the deal had never been done but my vehicle is gone they have already sold it.....and yes they are willing give me another vehicle but each one I find is older in year or has more mileage...now when I find a 2*** ****** ****** like mine with very similar mileage it is higher in price I really feel like they should be willing to replace my vehicle with the same year and very close in mileage with the exact features I had before but of course they aren't willing to do that! The vehicles that I find that are in my price range is older in year and the mileage is higher....I have already taken a huge loss my vehicle I traded is gone and the cant get it back this has been the worst experience!

Business Response:

August 8, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

***  ********* ** ********

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

Dear **** ****:

I am in receipt of the complaint filed by **** ****** ******* on July 29, 2014 regarding a **** ****** ****** (the “Vehicle”), *** ****************** that was purchased at the CarMax store located in ************* ***** ******** (“CarMax”), on or about June 28, 2014.  **** ******* requested in her desired settlement that CarMax replace the Vehicle with one that is the same year, similar in mileage, and equipped with same exact features.

On or about July 24, 2014 **** ******* brought the Vehicle to CarMax for them to check for frame damage.  During this visit CarMax confirmed the Vehicle had frame damage.  CarMax guarantees our used vehicles are free and clear of frame and flood damage.

CarMax is currently working with **** ******* to resolve her concerns.  CarMax has presented **** ******* with options for resolution and is currently waiting for her decision.  

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

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

Sincerely,

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a used **** ****** *** from Car Max in February 2013. Within the first 2 months of owning the vehicle I had some issues. The first time I went in, I believe it was a suspension issue which was addressed, I also shared my concern of the vehicle hesitating but they said it was fine. I again, took the vehicle in after my full 30 day warranty when the vehicle was visually leaking fuel from the fuel line, I sent pictures in. They apologized, fixed it even though the warranty was expired and I went on my way. The vehicle continued hesitating, and the transmission seemed to be slipping and I contacted them, they said nothing was wrong. Starting in April of 2014 I have had several issues. I took the vehicle in for the manufacturers ignition switch recall, the vehicle was taken to *** ***** as they were handling the repairs. There, I told them my transmission was acting up, it ended up needed a valve cover replacement, as well as an alternator, and a new Serpentine belt(which the dealership was responsible for.) These items were covered under the Max Care warranty I purchased. A while later, I smelt burning oil. I took the vehicle in and it needed new struts, so one was replaced because the warranty company didn't deem the other necessary to be fixed. The smell continued as well as the transmission slipping, I again took the vehicle into *** *****. The reasoning for taking the vehicle there is because they have no mileage limit as to where their courtesy van can take you, Car Max does and they could not get me in. At this point I was told that my catalytic converter needed replaced and was not covered under my warranty. I called and talked to a manager at Car Max in Urbandale on the 15th of July and spoke to ******. He looked into the situation and said he couldn't help. I then called the following day and explained my situation and spoke to a production manager at the same location. He stated he would call me back by the end of the business day but never did. I took the vehicle elsewhere to have it fixed, it also had to have a portion of the exhaust pipe replace because it was rusted through. I just got the vehicle back, and the transmission is still slipping. While I understand that I purchased a used vehicle, these are far too many issues and for an exhaust pipe to be rusted through must have happened long before I purchased the vehicle. I have only had it for a year and a half, this is not straight forward or stress free. I apologize I do not have the specific dates and repairs but would be happy to provide the VIN number so it can be researched.

Desired Settlement: I would like the transmission repaired, or even replaced, I would also like the vehicle fully inspected for all issues and would be willing to discuss what Car Max will cover and what my warranty will cover because. If this is not something that can be done I will consider legal action. I have missed too much work and spent too much money for a car that is supposed to be Car Max qualified.

Business Response:

August 12, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

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

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

Re:  Complaint ID********

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


Dear **** ****:

I am in receipt of the complaint filed by *** ******** *** Forget on July 28, 2014 regarding a 2003 Saturn Ion (the “Vehicle”), VIN ******************, that was purchased at the CarMax store located in ********** ******* (“CarMax”), on or about February 1, 2013.  *** ****** requested CarMax replace or repair the transmission, and have the Vehicle fully inspected. 

*** ****** contacted CarMax to share that *** ***** ********* had diagnosed the Vehicle and advised that the needed repairs were not covered under her MaxCare.  CarMax offered to look at the Vehicle, *** ****** declined.

CarMax would like to invite *** ****** to contact the Service department to schedule an appointment to bring the Vehicle in for a diagnosis.  CarMax will cover the cost of the diagnosis as a gesture of goodwill.  After the diagnosis if the needed repairs are not covered under *** ******’s MaxCare she would be responsible for the repair costs.

CarMax appreciates the opportunity to respond to this complaint and is declining the settlement request as set forth in the complaint.  

 

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

Sincerely,

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

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

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, contingent upon whether or not my warranty deductible of $150 will be waived for any repairs needing done which are covered under the warranty.  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,

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



BBB's Final Determination: Consumer accepted resolution offered by the business.

8/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In December 2013, right before I got married I purchased a car at the CarMax **** ******* location under my maiden name (******* ****). Immediately after purchasing the vehicle, it spent the majority of its 30 day warranty in the CarMax service center. It had a myriad of problems including: defective brakes, electrical components not working properly, electronics under passenger seat not working, sunroof assembly had to be completely replaced, washer fluid pump did not work (this repair was done 3 or 4 times) I don't know whether they put broken parts in repeatedly or if the service people are just that poorly trained at this location. I also mentioned that the tailgate was very hard to open, but was told there was nothing they could do about that an no further investigation was done into that problem. I would also like to add that after my car had been in the shop for about 10 days getting the sunroof replaced there were now oil stains on the headlining of my newly purchased vehicle. At that point I did not bring it back or call CarMax about this new problem due to my exasperation at multiple repairs done incorrectly prior to this event. I just wanted to be done going to the service center. Unfortunately my troubles with CarMax seem to continue. Now we are about 7 months into the ownership of the vehicle and I am told that a mechanism in the tailgate is broken and that both of the bearings on my front wheels need replacing. I feel that these bearings were something that should have been replaced while the 125 point inspection took place. These parts are not things that fail this quickly, the last set of bearings I put on a car was well over 100k miles. I took it to an independent mechanic to be looked at and he said it was highly suspicious that the bearings were as bad as they were for the mileage on the vehicle. I feel completely scammed in the purchase of this vehicle. It is only right for CarMax to stand behind their product and their "inspection" and repair the bearings and the tailgate mechanism at no additional cost to me. After all the problems I have had with this vehicle, I really do not believe it was inspected at all. I feel like they falsely advertised that they sell quality used cars and I feel like there business practices are deceptive and unscrupulous. I look forward to hearing from you regarding these necessary repairs to my vehicle.

Desired Settlement: I would like CarMax to repair my car at no additional cost to me. The total cost of the repair for both ball bearings and tailgate mechanism is $369.77.

Business Response:

                                                                                                            August 5, 2014

Via Electronic Mail

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

Better Business Bureau

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

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

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

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ******* ******. On December 7, 2013, *** ****** purchased a **** **** ******, VIN ***************** *the “Vehicle”), at the CarMax of **** ******** **.  In her complaint, *** ****** is requesting that CarMax waive the cost for the repair of both the ball bearings and tailgate mechanism.

On July 23, 2014, *** ****** spoke to ****** *****, Service Manager.  *** ****** stated that she had several repairs issues since her purchase in December 2013.  ****** let *** ****** that he would have to review her history and call her back. 

On July 25, 2014, ****** spoke to *** ****** again and let know that her current repairs were not part of any previous repairs.  As a good will gesture ****** offered to waive the diagnostic charge. After reviewing the cost of repairs, ****** offered to help with the cost of the repairs too as a one-time offer.  ****** reduced the cost of the repairs to $369.00 from $895.00.

CarMax appreciates the opportunity to respond to this complaint. This offer is still available if *** ****** would like CarMax to repair her vehicle.  If you have any questions, please call me at ************** *** ****.

                                   

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had always heard good things about Carmax through their advertising. They SEEMED as though they wanted to help the customer. They claim that they do a full 5-point inspection of all the vehicles and restore them to feel like a brand new car before you drive it off the lot. I purchased a ***** ***** from them about 2 months ago and i did not receive this kind of experience. This was my first car from Carmax. Normally i am extremely loyal to ******. When you buy a car from ****** they make sure to put brand new mats in the car, change the oil, put brand new tires on the car, etc. If you have a scratch or something you are not happy with they will buff it out or fix it for you so you never feel like you are buying a used car. When purchasing my ***** ***** from Carmax i was reminded several times that i should accept the condition the car was in because it was USED. Understandable to an extent!!! I saw a scratch on the bumper and was reminded that this was a USED car. They handed me a dead clicker and was reminded that this was a USED car. The car already needed to have the oil changed and guess what, This was a USED car so i needed to take care of the $100.00 oil change myself after instantly driving it off the lot. ( Like i already hadn't paid enough). The one thing I was extremely unhappy with when purchasing the car was the condition the tires were in. They were extremely bald, over used, and had big gashes out of the sides as though someone had taken a knife to them trying to penetrate through the thick rubber or maybe even drove them into a couple of curbs. I let everything else slide but I voiced this concern about the tires to not only my sales rep but the service department and the service department manager, ***** ******** I also have a few friends that work at Carmax who were working at the time. They all told me that they would have ***** look at the tires and AGREED that they were in very rough shape. ***** went back and claimed he looked at the tires and that these tires passed their test and should still go another 30,000 miles. Since purchasing the car i haven't even driven 3,000 miles. The tires are so bad my fiancé thought we should rotate them to see if it helped. I took it to ****** **** hoping they could help they told me they couldn't rotate them because the tires are so bald and damaged. I had Discount Tire look at them as well and they said there is no way these tires should have passed any company's inspection even 3,000 miles ago unless the company was just ripping people off. An older man there told me that the tires are so unsafe he wouldn't let his daughter drive that car. I am curious why these tires would pass Carmax's inspection but not 2 other very well established companies inspections. What kind of standards could Carmax possibly have? They let people drive off the lot in unsafe vehicles and put peoples lives at risk so a multi-billion dollar company can save a couple bucks? This is ridiculous and extremely disappointing. I do not believe that I should have to find an extra $900 dollars to replace the tires when Carmax should have provided me with safe and reliable tires from the start. Not tires that were so bad I would have to leave Carmax looking for new ones before even making my first car payment. I put a lot of time, energy, and money into my purchase and expected to receive a quality product from Carmax. I don't care if the car is USED you do not let people drive off the lot in an unsafe vehicle. That is extremely bad business!

Desired Settlement: I would like all four tires to be replaced since they are clearly in an unacceptable condition.

Business Response:

August 5, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

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

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

Re:  Complaint ID ********

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


Dear *** ****:

I am in receipt of the complaint filed by **** ********* ****** on July 22, 2014 regarding a **** **** ***** ***** ***** (the “Vehicle”), VIN *****************, that was purchased at the CarMax store located in ********* ******* (“CarMax”), on or about April 19, 2014.  **** ****** requested in her desired settlement that CarMax replace all four of her tires.

**** ****** mentioned in her complaint that she took the Vehicle to ****** **** to have the tires rotated and was advised they could not be rotated due to the damage.  **** ****** also mentioned she took the Vehicle to Discount Tire and was advised the tires should not have passed inspection.

**** ****** before purchasing the Vehicle addressed the tire concern with her Sales Consultant and a Sales Manager.  CarMax inspected the tires and confirmed that they did not need to be replaced.  **** ****** agreed to continue with purchase of the Vehicle. 

CarMax offers a five calendar day money back guarantee policy on all used vehicles.  **** ****** had the opportunity to return the Vehicle during the five calendar day money back guarantee.  She decided to keep the Vehicle.

 

As a gesture of goodwill, CarMax has offered tires to **** ****** at a discounted rate.  She has accepted the offer and is currently working with the store to schedule her appointment.

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,

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I entered into a contract with Carmax in Ontario, CA, to purchase a car. In the contract, I agreed to allow the contract to be assigned to a third party if Carmax chose to do so. The lender that Carmax intended to assign the contract to backed out and now Carmax is not honoring our contract. There is no contingency in the contract based on a third party accepting it to be transferred to them. My contract specifically states that I am to make my payments to the seller which is Carmax at the address where I made the purchase. Now, because Carmax is unable to transfer the contract to a third party they are telling me I need to return the vehicle or obtain different financing. This is not required of me because I have a contract with Carmax and I even tried to come into the Carmax location to make a payment which they refused to take. I will be in default if I miss the agreed upon first payment date of July 8, 2014, which I'm expecting Carmax to be waiting for so they can take the vehicle back. They are not allowing me to honor the contract on my side by making a payment and forcing me into a default situation so they can alleviate their problem of not understanding third party loan stipulations before entering a contract with me. For more information about the deal, I gave a $3000.00 down payment which Carmax accepted and I took possession of the vehicle. Product_Or_Service: **** **** **** *******

Desired Settlement: DesiredSettlementID: Other (requires explanation) All I want is for Carmax to honor our contract. If they cannot honor this particular contract then I expect for them to make adjustments to their side to give me the same monthly payment and length of loan in a new contract. If they can only find alternative financing for me at a higher interest rate then I would ask them to lower their sales price so the monthly payment stays the same and that it remains a 5 year loan. Up to this point, they

Business Response:

August 8, 2014

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

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

                       

Dear Sir/Madam:

Thank you for forwarding *** ****** ******* complaint to us for review and response.  We are pleased to inform you that this matter has been resolved.  The facts leading to *** ******* complaint are as follows.

*** ***** recently visited our store in Ontario, California to purchase a **** **** ****.  He submitted a credit application, which was approved by ******* *** **** ******* on the condition that he pays off his existing loan on a **** *** ***.  Unfortunately, due to a processing error this stipulation was missed and *** ***** took delivery of the **** **** **** without satisfying the stipulation.  Upon discovery of this error, ******* *** declined to provide financing and *** ***** was immediately notified of this development.  We subsequently informed *** ***** that our captive finance company, CarMax Auto Finance, has agreed to finance the purchase of the **** **** **** on the same terms as ******* *** **** ******* without any stipulation. On July 26, 2014, *** ***** returned to our store and executed a new contract for the **** **** ****.

Again, we thank you for bringing this matter to our attention and affording us the opportunity to respond.  If you have any questions or concerns, please feel free to contact me at ************, extension ****.  Thank you.

Sincerely,

****** *****

Paralegal

CarMax

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was given a loaner vehicle to drive while my car was being repaired. The representative who assisted me seemed to be acting very strange but I decided to overlook it and go along with my day. A few days after taking possession of the loaner I come outside to discover the tires and rims were missing off of the vehicle I was loaned. It had been vandalized and ultimately I am sure it was the strange acting employee who took down all of my information for the loaner was involved. I'd resided at that location for over 4 years and never was there an issue until I come into contact with your thieving employee. I know he was behind what took place so I called in to speak with the service dept manager and initially they were wanting $500 to pay for the tires and rims that were stolen. I declined and opted to fight the situation as I'd just purchased a car and I know that it was a setup which involved your employee. After a week the manager contacted me and informed I would not be liable for the damage because they knew it was an incident YET now 2 years later I see where a claim was filed against my insurance. I have the recorded conversation with the manager promising the situation would be taken care of by CarMax and apologizing for any inconvenience. I would like someone to get in touch with me to rectify the situation or I will be obtaining legal counsel.

Desired Settlement: I want the claim paid and/or removed as it was unauthorized and against the agreement made.

Business Response:

                                                                                                            July 30, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ****** *******

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ****** *******. On November 9, 2012, *** ******* purchased a **** *** **, VIN ***************** (the “Vehicle”), at the CarMax of Gulf Freeway, TX.  In her complaint, *** ******* is requesting that CarMax pay or removed the claim against her insurance as it was unauthorized.

In November 2012, *** ******* brought the Vehicle in for Limited 30-Day Warranty repairs and was given a loaner vehicle.  While the loaner was in *** ******** possession the wheels were stolen from the loaner vehicle.  ****** ****, CarMax service manager, spoke to *** ******* about filing a claim with her insurance for the stolen wheels.  CarMax decided to waive *** ******** deductible as a one-time good will gesture.  CarMax did file a claim and *** ******** insurance company did pay the claim.

****** **** did speak to *** ******* again on or about July 18, 2014.  The service manager confirmed that per *** ******** insurance company had assumed ownership of the liability and paid the claim. *** ******* stated that she recently found out about the claim and ****** told her that they had a discussion about the deductible at the time of the claim.  ****** advised *** ******* to contact her insurance company with any additional questions.

CarMax appreciates the opportunity to respond to this complaint. CarMax will not be removing or reimbursing this claim.  If you have any questions, please call me at (************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst                                         

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

One of your employees stole the tires and committed the crime with information and knowledge obtained from the job. We have camera footage and I will also be in touch with the police and an attorney!

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had ben looking for a car with my **** ***** appoved finance and had such bad luck. Every car lot I when to didn't want to work with them so they told me to call Car Max becaeuse they work with car max. I call an spoke to a young man name *** *******, I he ask me what did I want in a car what was I looking for. I gave him the year, the pice, etc... he pull up 3 cars online and ask me which did I like and I told him I like the **** ****** ******* it had 56,000 mileage and the price was 9,980.00 he told me that he had to get that car send there from Houston, Texas and it will take a week to get it here so he told me that he will call me when the car get their. *** ******* call back after a week and set an appointment to come see the car. December 7, 2013 met with him we about the payment and down paymen which was 0 down sign a few papers work with out me test driving the car. Really having see the car in person yet, I ask him before we sign any more paper work I need to see the car. So he when and got the car my friend I was lookingover the car *** ******* rush us telling me remember you got to go to the auto insurance before they close at 5:PM it was around 4:30 PM. So we when back inside to finish the paper work. To make a long story short, three days later *** ******* call me and told me to bring the car back or bring 4,600 for the down payment and I told him the down payment is 0 down. I spoke to his manager his manager told me not to worry about bring the car back it a mix up. i FOUND OUT THAT THE SALE MAN WROTE THE CAR OUT TO IN A BUYER ORDER. I didn't look at my paper work and when I did I had a buyer order and they wanted own up to theitr mistake. April 4, 2014 I when out to the car and it was gone I call the police and they said the car was repoessessed that the title is in **** ******* name that he got the car repoessessed in 2012 from ******** ******* **. My name is still register on the car. I need help thank you.

Desired Settlement: I desired a refund for what they put me though legally repoessessing the car never telling me they made misake even when I tol them they put the blamed on me.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

Re: ******* ********

Dear **** ****,

Thank you for forwarding the complaint received in your office from *** ******* ******** regarding the **** ****** *******, VIN ***************** (          the “Vehicle”) that she purchased on or about

December 7, 2013 from the CarMax store located in San Antonio, TX (“CarMax”).  In this complaint

*** ******** is requesting a refund.

As stated in her complaint, *** ******** purchased the Vehicle from the above mentioned CarMax. 

*** ******** had a ********* ******* which could be used to obtain financing. As part of the stipulations for  financing approval, it was required that *** ******** provide a letter from her Trustee showing that her bankruptcy had been discharged and a down payment in the amount of $4500.00. CarMax failed to obtain a bankruptcy discharge letter and accepted an Order granting *** ********** motion to incur a new debt. CarMax also failed to collect the $4500.00 down payment that was required.  This caused *** ********** financing with ********* to go unfunded.

Once CarMax realized what happened, CarMax partnered with CarMax Auto Finance to ask for assistance in financing *** ********** contract using the same terms as originally offered by

*********.  Two letters were sent to *** ******** inviting her to contact the store to sign new contracts with CarMax Auto Finance.  CarMax did not receive a response from *** ******** and therefore the Vehicle was repossessed.

CarMax regrets the inconvenience that this may have caused *** ********.  CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.

Please call me at *************, extension ****, if you have any questions.

Sincerely,

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

Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 sending this letter on behalf of my rejection of the offer from CarMax. I spoke to someone over the phone at **** ***** **** *******. They told me that the last time they check my was November 15, 2013. And that it did have a discharge from my Bankruptcy that why I was approve with them. The approve amount was 13,109.00 and the down payment was 0.00 down. Approval ID NO:******** and their phone number is **********. I did not do any financing with CarMax. CarMax failed to say that they made a mistake. It I would have finance a car with **** ***** voucher then I would be finance with *******. ****** would be the lien holder. Their saleman gave me a Buyer Order not a contract. Since April 4, 2014, CarMax inconvenience me my repossession the without a note saying they made a mistake it cause me 50.00 a day to get to work the bus doesn't come in the location that I live in the bus do not run their the nearest bus stop is 8 miles away. It have been over 80 days so far and I have spend over 4,300 paying for a ride to get back and force to work. I'm sending you 2 pages of my **** ***** paper of work of approval at that time.

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i bought my car back to get repaired no brake lights or tail lights tires off balanced,top didnt work so i did some looking around the dealer did not have the part looked up the part number gave it to them a week later after i picked up the car they had the car from july 3 2014 to i think july 10 2014 nothing was done with the part needed to repair the top after i looked it up and gave them where it was availiable from they are still giving me the run around about getting part. they dont return calls

Desired Settlement: just get the part no excuses about how much it cost all have a warantee

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

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

Dear **** ****,

Thank you for forwarding the complaint received in your office from Mr. ****** ***** regarding the

**** ******** ** *******, VIN *****************(the “Vehicle”) that he purchased on or about

June 22, 2014.  *** ***** is requesting that CarMax get the part and repair the Vehicle.

As stated in his letter, *** *****’s Vehicle needed a certain part in order to complete the repair.

Unfortunately, the part needed was no longer available at the dealership where CarMax normally purchases parts. However, CarMax continued to look elsewhere . Although *** ***** was able to locate the part on the Internet, this is not a method that CarMax utilizes to purchase parts.

CarMax was able to locate the part, but when it arrived it was not what was needed.  CarMax regrets the amount of time that this transaction has taken.  CarMax offered to allow *** ***** to return the Vehicle and purchase another vehicle. On or about July 29, 2014, *** ***** accepted CarMax’s offer and completed the transaction.

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

***** ********, extension **** if you have any questions.

Sincerely,

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

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

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,

****** *****


BBB's Final Determination: Consumer accepted resolution offered by the business.

8/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I just purchased a car from Carmax in *********** ** on 02/28/2014. It is a **** ********* *****. When purchasing the car the sales representative, whose name is ****** and she is no longer with the company, informed me that I would not need the extended care plan because it was only good if the engine exploded but I would not need it because it was basically useless. So within two weeks of having the car I was driving on the highway to ******** ** and my car lurched forward and almost stopped on me. I made it back to ********** and immediately took the car back to the dealership since it was under the 30 day warranty. It turned out that there was an issue with the transmission. Which was fixed by the ********* Dealership. Now in June I was driving and had issues starting the car and eventually the battery died and I have had to had the car jump started almost every other day. I contacted the service center at Carmax and they told me to go to ******** **** because they would give me a better warranty on the battery then they could & they said that they don't put new batteries in used car. I did that and they informed me that the battery was good that it was something drainging the battery. After that I took the car to carmx becuse this is the second major issue. I have had in less than 4 months with this car. The car has no recalls on it all. The new sales rep, Kevin, basically said carmax could buy the car back but I would have to buy a completely different car that was was years older than my current car. I was informed also that ****** had basically lied to me about the service plan and did not give me all information on the plan. I was informed that there was nothing that carmax could do to assist me even though I was told that I had been lied to and mislead by a sales rep.

Desired Settlement: I would either like to have the car fixed at no cost to me or to be able to enroll in the extended care plan, even though ****** did say that after I purchased the car I would not be able to enroll, however since I wasn't given the proper information and I think that it would be the least that they can do, since one another sales rep told me that I was given misinformation and that I was basically lied to. If not that some form of compensation for my trouble or switching out the car.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: **** ****** ******

Dear **** ****,

Thank you for forwarding the complaint ******** received in your office from **** ****** ****** regarding the **** ********* *****, ***************** (the “Vehicle”) that she purchased on or about February 28, 2014 from the CarMax store located in *********** ***** ******** (“CarMax”).  In this complaint, **** ****** is requesting a repair at no cost, to be able to enroll in the extended service plan, compensation, or to exchange her vehicle.

At the time of sale, **** ****** was offered the opportunity to purchase the extended service plan (“MaxCare”) and did not elect to purchase the coverage.  **** ****** is unable to enroll in MaxCare after the sale based on our agreement with the third party.  CarMax sold the Vehicle with a Limited 30-Day Warranty and did fulfill our obligation related to that warranty after diagnosing a transmission issue on March 19, 2014.  The CarMax service department also spoke with **** ****** concerning her battery.  CarMax suggested that she try replacing the battery to see if that would fix the problem.  **** ****** refused cost for diagnosis of her Vehicle; therefore, CarMax did not actually diagnose the Vehicle’s battery issue.

A written appraisal offer of $13,000 was provided to **** ****** on or about June 21, 2014.  CarMax’s offer was valid for seven days.  **** ****** did not sell the Vehicle back to CarMax.

CarMax is offering to appraise the vehicle again for **** ****** and provide a written offer good for 7 days.  Once the Vehicle is appraised, **** ****** can speak to a sales consultant at CarMax about finding another vehicle that may suit her needs.  CarMax is also inviting **** ****** to schedule an appointment with service to diagnose the Vehicle; any costs for diagnosis and repair will be at **** ******’s expense.  If **** ****** would like to accept either of these resolutions, please call the CarMax location at ***** ********.  

CarMax appreciates the opportunity to respond to this complaint.  However, CarMax is declining the settlement request as set forth in this complaint.

Please call me at ***** ********, extension****, if you have any questions.

Sincerely,

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

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

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.]
As stated the representative told me not to get the extended warranty and that is the ultimate issue and all they want to do is buy the car back fix it and re-sell it leaving me without a car. The issue is actually bigger and at this moment I would like them to take responsibility for the misinformation & actually do something. 

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Car purhased has have many efects/problems since the day purchased....repirs needed today is enormous nd costly.....carmax has performed extensive repair to vehicle throughout the life of this vehicle.....cost of this vehicle is considerably high.....purchased at $17,000 and I also purchased the warranty for $5,000....vehicle still has a remaining balance due....costs to me to repair problems is $1,200 monthly....to have paid so much for a vehicle and to not have a functioning vehicle is outrageous. I feel CARMAX misrepresented this vehicle. LEMON

Desired Settlement: I would like a functing car for the amount paid over the years. $40,000....

Business Response:

28 July 2014

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

Re:      ******* ****

            **** ********** ******, VIN  *****************

(the “Vehicle”)

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** **** concerning the above-referenced Vehicle purchased from CarMax of Albuquerque, New Mexico (“CarMax”), on 29 June 2007, for a base purchase price of $15,998.  For additional consideration, *** **** purchased an extended service plan for the amount of $1998.  In her complaint, *** **** refers to the Vehicle as a “lemon” and cites multiple repair needs and costs incurred in those repairs, and requests another vehicle in its place for the amount she has expended since purchase.

Please note that *** **** has owned the Vehicle for over seven years and has put approximately 105,000 additional miles on the Vehicle.  During the course of her ownership, *** **** has utilized her extended service plan up until its expiration at 105,562 miles or June of 2012, whichever came first.  According to CarMax’s records, the Vehicle had attained a mileage of 150,812 miles in May of 2014 at the time of an appraisal offer extended by CarMax.

While CarMax recognizes *** ****** dissatisfaction with the Vehicle, CarMax is declining to provide the relief that she seeks.  If *** **** would like to pursue the sale of the Vehicle to CarMax, she is welcome to have the Vehicle appraised at any time.

CarMax appreciates the opportunity to respond.  If you have further questions, please do not hesitate to contact me directly at ***** ******** extension ****.

Sincerely,

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

CarMax Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 however do not have a vehicle that functions properly.  With the extensive repairs performed by CARMAX I am still unable to travel outside of the city.  I would think that CARMAX having done all the repairs on this vehicle CARMAX would have made a better offer of a trade-in appraisal than $700.00. 
I know that this vehicle was mis-represented from the beginning.  This vehicle is definitely a LEMON.  I want my $$ back.  I am a single parent, a woman.
I fell duped.  This vehicle has definitely affected me and my family negatively.  It summer, extremely hot, I cannot afford another $1000.00 to repair the lacking codes needed to have a functioning vehicle.
Regards,

******* ****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased my car brand new from this dealership in April 2013 I have since then experienced an mechanical issue. I took it back to the car dealership that it was purchased from on July 22, 2014 in which I was advised that I was experiencing leak in my transmission. They have yet to furnish me with an alternative vehicle to drive while they try and figure out where the leak is coming from in my car. They have not even offered to fix the car at no cost considering that the car is less than 2 years old with only approximately 37,000 miles on it. I was advised by the dealership that they do not know exactly where the leak is coming from in the transmission and that they have to do some further diagnostics. I am not receiving any follow ups from the car dealership at all. I am the one that is constantly being in contact.

Desired Settlement: I would like my car fully fixed and repaired by a certified mechanic. I would like for them to have it sent ***** dealership for repair and to be provided with a loaner until the repairs have been made. I

Business Response:

July 29th, 2014

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

Better Business Bureau

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

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

RE: *** ****** *******

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ******* regarding the Vehicle she purchased at the CarMax of ********* ******* (“CarMax”).  In her complaint, *** ******* shares her frustrations with the mechanical concerns of the Vehicle and is requesting that CarMax have the Vehicle repaired by a certified mechanic and supply her with transportation while the Vehicle is being repaired.

The Management Team at CarMax was unaware of *** *******’s concerns prior to receipt of this complaint and would love the opportunity to discuss *** *******’s concerns to see what options are available to assist.  At her convenience, *** ******* is invited to contact The Management Team at ************ ***** to discuss her concerns.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a car. The car oil sensor keeps coming on. This problem started on the 29th day after buying the car. I have taken the car to the **** deal ship to fix the problem because the Carmax was unable to service the car. I was told by the sales person that the car could be serviced there.

Desired Settlement: I would like to have my car repaired.

Business Response:

                                                                                July22, 2014

Via Electronic Mail

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re:  ***** ***

Dear *** ****:

     I am writing in response to your letter which forwarded the complaint of *** ***** ***. 

 On March 20, 2014 *** *** purchased a **** **** **, ***************** (the “Vehicle”) from CarMax in Savannah, Georgia.  In his desired settlement *** *** stated he would just like his car fixed.

*** *** purchased the vehicle and the oil sensor started coming on the 29 th day of his ownership of the vehicle.  He had taken the car to **** dealerships and they were unable to fix the vehicle.  In June *** *** was in the Hartford, Connecticut CarMax.  The **** has a sealed oil system with no dipstick.  Hartford CarMax had a tool to measure oil levels in **** vehicles.  The vehicle was on half quart low.  Oil level was filled.  The sensors were off and *** *** was satisfied.

 If you have any questions, please contact me at ***** ********, extension ****.  Thank you for providing CarMax with an opportunity to respond.

Sincerely,

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

Sr. Analyst Customer Relations  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 27th my finace's car broke down on the side of the expressway with my 2 children. I knew that we needed a new car so that my family could be safe, so Saturday June 28th My fiance and I went to Carmax to take a look at a few car's in our price range we found a **** ****** ***** my fiance fell in love with it right away. ******** are known for lasting a long time i thought this is great lets get it! We did end up purchasing the car that same day, by June 29th my finace gives me a call telling me the "check engine" light just turned on. This is day 3 of having the car. I told her to go to **** **** first have them read the codes so we know exactly what it is before taking it back into Carmax. There was 3 codes first code was heated oxygen sensor, second engine immobilizer system malfunction, third camshaft position senor. I called Monday June 30th told Carmax what was going on they told me to bring it in we will fix it right up for you. They did not give me any issues and had the car for about a week. All i could think about is how it has only been 3 days and check engine light is coming on this is ridiculous. So we pick up the car on Saturday July 5th it was Fourth of July weekend my fiance did not need to drive the car until Monday for work. That is when she calls me AGAIN saying now the car is driving kinda of funny feels like when you pick up speed it jumps. So i gave Carmax another call Tuesday July 8th explained what was happening they told me to bring in the car Friday July 11th and we can do a test drive with the manager so he could get a better feeling of what is going on. SO my fiance brought in the car that Friday drove with the manager and he did indeed feel the "jump" he explained he knows what the problem is and they can fix it for us. no charge of course. Today is Thursday July 17th i called Carmax and just briefly explained the situation to someone there telling them we don't feel like we got a good deal on the car, we have not even had the car for consecutive 7 days we would like to get out of this car and possibly look for another. When we spoke to the woman she said she would check with the manager that took test drive and read notes and would get back to us. She gave me a call left a message stating that in the notes they stated car is running fine and the so called "problem" that it is not consistent. They put 30 miles on car and did not show any signs of issue that was shown before.

Desired Settlement: We have had nothing but issues with this car starting on 3rd day of owning it, and would like to just get out of the car completely it has not even been a month owning. I would like to get a different DEPENDABLE car because of course i do still need a car for my fiance to get to and from work and daycare with my children.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re:  ***** **********

Dear **** ****,

Thank you for forwarding the complaint received in your office from *** ***** ********** regarding the **** ****** *****, VIN*****************(the “Vehicle”) that he purchased on or about

June 28, 2014.  In this complaint, *** ********** is requesting another vehicle.

As stated in his complaint, *** ********** contacted CarMax in regard to several repair concerns that were present. CarMax was able to repair the Vehicle and return it to *** **********. After getting the Vehicle back, *** ********** contacted CarMax in regard to other concerns with the Vehicle. 

As stated in his complaint, *** ********** expressed his concerns with the Vehicle and asked that he be allowed to exchange the Vehicle.   

Due to the fact that there were issues with *** ************ Vehicle within the first 5 days after purchasing it, *** ********** was able to take advantage of the CarMax 5 Day Money Back Guarantee Policy. On or about July 26, 2104, *** ********** returned his Vehicle and purchased another vehicle.

CarMax regrets that *** ********** had difficulties with his Vehicle. CarMax appreciates the opportunity to respond to this complaint.

Please call me at ***** ********, extension ****, if you have any questions.

Sincerely,

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

Analyst ,Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have many issues with this company. I took my car in because i noticed a problem with my breaks after only 4 months. The service started to be terrible from the very beginning. I called the burbank location to see when i could get in to just get my car checked out. they told me that the earliest they would even look at it was on july 22nd. The woman who answered the phone was rude the entire time. I was asking if i could leave my car there for 2 days and if they had any time just to check my breaks (which i know is a very fast job) they told me no they could only take me on the 22nd. So i took it upon myself to make the drive (which i was very scared to do due to the loud noises from my breaks and the fact that my car was taking a very long time to actually break) I got there and asked ****** if it would be at all possible to leave my car or if they had anything available for my vehicle to get checked. She told me that they wouldnt have the time but i could leave it if i wanted. She was even hesitant to even let me do that bc i didnt buy my car at that location. So i went to my car to get my carmax paperwork. When i came back in she told me they suddenly had a cancellation the next day at 9:30am. So the next day is when things started to go array. I waited until after 12pm to call the service dept. to check on my car. Where i started to get a major run around. It took me calling the service manager several times to finally get a response on the diagnosis on my car at 2:13pm in the afternoon. I finally got a hold of the service manager where he told me that after only 8,000 miles i now needed NEW breaks NEW roaders and NEW tires (which when i bought the vehicle they told me they were brand new) I was appauled. With my father uncle and grandfather all being mechanics i know the normal wear and tear of a vehicle and i feel that the company sold me an unsafe faulty vehicle. Which is the point i was making to the manager. I feel that a company that makes all these claims of selling a safe vehicle that is supposed to pass all these inspections either wasnt checked or they lied to me about it passing. Anyways after getting the run around of no phone calls being returned i finally had enough and tried to call the corporate offcie. ***** was very nice (at first) she listened to my entire experience and told me she was apauled and appoligized. She was supposed to call the company and get their side. It took until after 5:15pm to get any response from anyone and the best they could offer me was to split the cost with me. Which no one would even give me a price just an estimate of over $800. I was appauled. I declined the offer and have been struggling to get a hold of any managers from any one from corporate or from the carmax locations in burbank and now irvine.

Desired Settlement: All i am asking is that if i was sold a faulty unsafe vehicle after 4 months they should replace these problems for me for free. if they are willing to split the cost of the parts (breaks/roaders) i will be happy to do that. but after everything which i didnt even get to list it all that i have been through i just want this fixed. i have been out of work for days and no one has even offered me a loaner while they would fix my car so now i am over $400 short from missing days of work and the day i could finally make it ive been having to take taxis for my other job. which has been costing me a fortune if anyone can contact me back asap i appreciate it

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

Re: ****** *******

Dear **** ****,

Thank you for forwarding the complaint received in your office from *** ****** ******* regarding the

2010 *** *****, VIN *****************(the “Vehicle”) that she purchased on or about March 8, 2014 from the CarMax store located in Irvine, California.  In this complaint, *** ******* is requesting assistance with the cost of repairs.

As stated in her complaint, *** ******* took her Vehicle to CarMax with concerns about her brakes. After inspection of the Vehicle, it was determined that the rotors were not bad but the brake pads and tires needed to be replaced. At that time it was explained to *** ******* that the needed repairs were due to normal wear and tear as *** ******* has driven about 8,000 miles since purchasing the Vehicle four months ago.  In an effort to alleviate some of the cost of the repairs, CarMax offered to complete the repairs at cost which is equivalent to about ½ of the total cost to repair.  *** ******* declined the offer and subsequently picked up her Vehicle.

CarMax regrets that *** ******* is not happy with the proposed resolution. CarMax appreciates the opportunity to respond to this complaint.

Please call me at *************, extension ****, if you have any questions.

Sincerely,

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

Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 already had had to take my car elsewhere since Carmax was not willing to work with me or give me a rental car. I have my parts from the repair. I am also very very upset that Carmax have me false information again when they checked out my car. When I went to another professional they informed me that my "brand new tires" were actually fine but my roaders we're not. They were to far gone to even cut down for repair. So again another false statement from Carmax. I also wasn't informed that my back breaks were bad as well. I have all my documentation and parts from my repair. I now want a different settlement from Carmax. Please call me so I can know the next steps. Thank you. 

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 6/14/13, I purchased what I believed to be a 2WD **** *****. Exactly one year later in June 2014, I got a flat tire. It was pointed out to me that it's a 4WD. I contacted my Carmax ASAP. The manager I spoke to didn't deny that I was sold a vehicle that wasn't what I believed it to be. All their paperwork including sticker and website description said 2WD. ***** *****, a manager, told me...and I'm not exaggerating... That I should've run the VIN & since I waited so long and put 11,000 miles on the car, they can't do anything. How in the world was I to know it was a. 4WD? And the only reason if took a year was because nothing ever has happened to my car except this flat and I called them as soon as I found out! I did not wait. If they would've sold me the correct car, this wouldn't be an issue. He's making it my fault. & it's not. He asked what I wanted them to do and I said all I want us to swap this for the vehicle I paid for. I wanted a 2012 with same color and same features with comp mileage...no more no less. He told me to bring the car in for appraisal which I did. It's upside down $751 so I asked if they could take care if that since this is their fault... Their error. No. Then I asked if they would at least cover the transfer fee for a car from Nevada...$199...& I promised that I would buy that car. NO. There's nothing they will do cuz they gave me a good appraisal which I pointed out was not a special price...it's just what the cars worth. Then I'm told I have a vehicle being transferred that they aren't charging me for. I pointed out its a free transfer for ANYONE ...not just me! And ***** ***** has previously told me I already got a deal since i paid for a 2WD & got a 4WD! Like I should be grateful!? I made it very clear last yr I did not want a 4WD SINCE I ALREADY Have a **** ********4WD! He's telling me no no no no cuz I've had it a yr and put 11,000 miles I it. And tell me how I was supposed to know until it was pointed out to me? And the flat was the only problem I've ever had with the car ! I'm devastated. & feel duped. I feel like they commuted fraud but I'm being punished. They didn't even apologize to me. I calked their corporate and the rep apologized , guaranteed me this was not my fault and did ***** ***** to Blame me for not running the VIN was not OK. It's a law in some states that the dealer should run the VIN during the sale to verify. This store is treating me like they bare no responsibility and it's all on me. The only thing they will do is a trade in but I will be upside down even though none of this is my falt.

Desired Settlement: I want a comfortable car and I want a written & verbal apology from the store. I was fraudulently sold a vehicle that wasn't what the paperwork, web description or salesperson said it was so I feel carmax should write off the negative equity and let me get the car I originally wanted or a comfortable one that of course I will buy. I just want what's fair.

Business Response:

July 25th, 2014

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

Better Business Bureau

701 East Franklin Street

Richmond, Virginia 23219

RE: *** ******* *****

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ******* ***** regarding the Vehicle purchased from the CarMax of Modesto, CA (“CarMax”) on June 14th, 2013.  In her complaint, *** ******** shares that CarMax had the Vehicle listed as being 2WD when purchased and later she found out the Vehicle is actually a 4WD vehicle.  She stated that she did not request a 4WD vehicle and she is requesting that CarMax to take return of the Vehicle in exchange for a comparable vehicle.

CarMax apologizes for the optioning error.  However, as the Vehicle’s sale price was not negatively impacted by the optioning error, CarMax declines to take return of the Vehicle.  CarMax does offer to re-appraise the Vehicle as the appraisal offer mentioned in the complaint has since expired.  In addition, as a gesture of goodwill, CarMax offers to consumerise up to $149.00 towards a transfer fee if *** ***** chooses to transfer a vehicle in to purchase. *** ***** is invited to contact the Management Team at CarMax ************** if she chooses to accept the offer.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

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

Analyst, CarMax

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2014 Problems with Product/Service
7/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought a car from CARMAX 8/30/13 ********** *** 2008, 20 days after I get the car, transmission goes bad, so they got it back fix it (well that's what they said) , few weeks later transmission goes bad again, plus a few sensors plus fuel pump. NO ONE KNEW WHAT WAS GOING ON. So I go back, and instead of refund my money back, I trust them and trade the car for a "BETTER" one, 4/22/14 ********** ****** ******** 2010, TRANSMISSION PROBLEM AS WELL....... they toke the car for almost a month, and gave me the car "FIXED" , week later, AGAIN MY TRANSMISSION GOES BAD..... IS A LEMON!!!!!! IM TIERD OF DEALING WITH THIS PEOPLE AND THE LIES, PAYING OVER 100$ MORE PER MONTH, PLUS A HUGE DOWNPAYMENT, BECAUSE THEY DIDNT GET MUCH CREDIT OUT OF THE OTHER CAR, SO I HAD TO PUT 2500$ OVER. I LOST ALL MY SAVINGS AT THIS PLACE. WHEN YOU BUY A CAR FROM CARMAX, SAYS THAT IT PASS THE CQC TEST, MEANS THEY FULLY CHECK THE CAR BEFORE THEY SELL IT YOU.......CARMAX BUYS CARS WITH OUT EVEN KNOWING WHAT IS UNDER THE HOOD. NO CLUE AT ALL!!!!!! I HAVE ALL THE INFORMATION, CAR TRANSFERS, DOWNPAYMENTS, PAYMENT HISTORY, ALL THE APOINTMENTS AND CAR REPAIRS AND MORE.NO MORE DEALING WITH CARMAX! WANT MY MONEY BACK.

Desired Settlement: DesiredSettlementID: Refund I WANT MY 2 DOWN PAYMENTS I LOST WITH THE 2 CARS I BOUGHT WITH THEM.********** *** 2008 8/30/2013VIN: *****************DOWNPAYMENT: 2000$ TRANSFER CAR FROM ORLANDO TO SOUTH JORDAN: 899$********** ******** 2010 4/22/2014VIN: *****************DOWNPAYMENT: 2280$TRANSFER CAR FROM CALIFORNIA TO SOUTH JORDAN: 249$TOTAL: 5428$NOT INTRESTED ON FIXING THE CAR AND DEALING WITH THIS DEALER SHIP EVER AGAIN.

Business Response:

July 29, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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

Dear **** ****:

I am in receipt of the complaint that was filed by *** ******* ***********, on July 9, 2014, regarding a **** ********** ****** (the “2nd Vehicle”), VIN *****************, that was purchased from CarMax South Jordan, Utah (“CarMax”) on or about April 22, 2014 and returned on or about July 15, 2014.  The complaint also includes a **** ********** ***, (the “1st Vehicle”) VIN *****************, purchased from CarMax South Jordan, Utah (“CarMax”) on or about September 26, 2013 and was sold to CarMax by *** *********** on or about April 22, 2014.

CarMax appraised *** ************* 1st Vehicle above market value as a gesture of customer service.   CarMax returned the 2nd Vehicle well after the 5-Day Money Back Guarantee offered on our used vehicles as a gesture of customer service.  CarMax considers the return of the 2nd Vehicle the resolution to *** ************* complaint. 

CarMax appreciates the opportunity to respond to this complaint.  If you have any questions, please contact me directly at ***** ******** extension ****.

Sincerely,

***** *****

Sr. Analyst, Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

 
Im going to share my bad experience with carmax (located at ***** ** ****** ******** ***** ******* ** *****). I purchased my first car with them in september of 2013, a ********** *** '08, within 5 weeks started having problems with the fuel pump, transmission and the engine light will always go off. I took the car to them 5 times in the 6 months i had the car. The mechanichs could not figure out what was the problem.  So i decided to return the car. I was concerned that i would lose control of the vehicle and potencially put myself and my family in danger, after having 2 bad experiences, one of them, was when the car drop the speed in the freeway while driving (70mph drop to 45mph). No explanation for what happend.
I spoke with carmax about my concerns they did not take it seriously   saying that i was exaggerating. They decided to give me the only possible option, exchange it for another car, with low miles, newer and less payments. I agreed and trust them.
 It came out, that i had to put a high downpayment and my monthly payment went up over 100$ more than the first car. They convinced and promised me, that after 6 month i can refinance it, and drop the payment a 50%.
I purchased in April of 2014, ********** ****** ******** '10, Within 3 weeks the transmission began to fail, took it to the mechanichs of carmax, they said i was exaggerating (again using that word) everything was fine no problems.
 Weeks later transmission gets worse.
 Took it back to them, and they found the problem, needed a new transmission. Got the car back with the problem solved, 24hs later, transmission fails again, but this time followed by a strange noice coming from the underbody.
I called them but they ignored me and didnt returned my calls. Decided to speak with a Manager, he was rude, disrespectful, sarcastic and even laughed at me, for what i said.
4 days after i spoke to the manager, i exit the freeway, drove 2 blocks, the lug nuts came off causing the wheel to came off from the axle. I was scared, shocked and gracefull, that didnt ocurred in the freeway going 70 mph or that wasnt one of my family members behind the wheel.
Tow the car, right away back to carmax, but this time i was tierd of being abused by them.
I spoke with the manager, he fought me, with sarcasm, aggressiveness, he repeated constantly that I wasnt right, tried to shut my mouth because i was being to loud, tried to intimidate and threat us standing front of me with anger and raising his voice, no room for me or my co-signer to talk and explain our situation. Finally, the general manager got involved and accepted the car back with out any payment from us.
Was hard to explain our selfs, We felt descriminated. By the way, the strange noise coming from the underbody, was the lug nut, the mechanichs after they place back the transmission, they didnt adjust well the front tires to the axle. Thats how well they inspect theyre cars before they sell or return it.
In the other hand, CARMAX offers you a free ******, i had an accident with the ** ***, wich was reported to my inssurance and a police report. Found out month later i returned the ***, the ****** is clean. 

 
Sinceraly,
 
******* ***********

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like the company to have my vehicle repaired and reimburse me the rental car I had to get and battery that needed to be replaced for this damage.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: *** ****** *****

Dear **** ****,

Thank you for forwarding the complaint ******** received in your office from *** ****** ***** regarding the **** *** ***, ***************** (the “Vehicle”) that he purchased on or about July 8th, 2013 from the CarMax store located in ******** ******* (“CarMax”).  In this complaint, *** ****** is requesting for the Vehicle to be repaired and reimbursement for the rental car and battery he purchased.

CarMax is offering to pay half of the cost of repair to the Vehicle as the settlement request as set forth in this complaint.  This will be a one time, CarMax good will gesture for *** ******  As of July 28th, 2014 *** ***** has been contacted and has accepted this offer of resolution.

CarMax appreciates the opportunity to respond to this complaint.  Based on this offer of resolution, CarMax now considers this complaint resolved.

Please call me at ***** ********, extension****, if you have any questions.

Sincerely,

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

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,

****** *****


BBB's Final Determination: Consumer accepted resolution offered by the business.

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like for Carmax to honor what is stated in the contract and add the extended warranty which I thought I was purchasing only to find out it was not added.

Business Response:

June 27, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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


Dear *** ****:

I am in receipt of the complaint filed by **** ****** ******* on May 19, 2014 regarding a **** **** ****** (the “Vehicle”), VIN *****************, that was purchased at the CarMax store located in Jacksonville, Florida (“CarMax”), on or about March 1, 2014.  **** ******* requested in her desired settlement that CarMax add the extended service plan to her loan.

**** ******* mentioned in her complaint that she came into CarMax on a couple separate visits after her vehicle purchase inquiring about adding the Extended Service Plan (“*******”) to her contract.  CarMax advised **** ******* that ******* is a product that is only available at time of purchase.  The time frame *** ******* is referring to in her compliant  is a federally mandated statement on the buyer’s guide specific to implied warranties and does not create a right of purchase of an Extended Service Plan. 

CarMax appreciates the opportunity to respond to this complaint and is declining the settlement request as set forth in this complaint.

 

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

Sincerely,

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

Analyst, Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.] CarMax did not offer a resolution, again as previously stated I was given the run around by several managers at the local store. The salesperson was trying to sell me **** coverage and I told him I did not want that, however; I would not have rejected the ******* as they continue to insisted I was told about. My intial salesperson left in the middle of my car deal and sent over another salesperson that did not even mention the *******/Extended Warranty to me.

Regards,

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

Business Response:

July 23, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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


Dear **** ****:

Thank you for forwarding the additional correspondence received from **** ******* in which she states that the proposed resolution will not resolve her concerns. 

As stated in our previous response, ******* is a product that is only available at time of purchase.  **** ******* declined the purchase of ******* by initialing the Buyer’s Guide at time of purchase.

CarMax would like to invite **** ******* to contact the Service department of CarMax (************) if she has any needed repairs to address.  **** ******* would be responsible for the diagnosis and any needed repair cost.  In addition, CarMax would be happy to provide **** ******* a copy of the Buyer’s Order showing where she initialed declining the purchase of *******.

Thank you for providing CarMax an opportunity to respond.  Please give me a call at ************ ext. **** if any further assistance is needed.

Sincerely,

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

Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2014 Problems with Product/Service
7/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Disappointed Repair Customer –Mechanics failure and irresponsibility cost me another $1000 – Gastonia, NC Dearest CarMax, I purchased a **** ********* *** in June 2012. First, during the transport from Chattanooga, TN to Gastonia, NC (Charlotte area) they scratched the roof of the truck and took 3 days to repair it. However, after the repair the truck was beautiful. The vehicle was well maintained from the previous owner and is still babied to this day. We and our family purchased over 6 vehicles over the past 10 years. I have always recommended CarMax to my friends and family. During the first week in August that year, the check engine light came on. Less than a week after the 30 day warranty the shop stated it was a “Knock Sensor”. Knock Sensors are not an easy fix as the intake manifold must be removed to replace the two sensors and the wiring harness. The job was completed, only after negotiating the fees for the job. The job was quoted as $690. CarMax repeated that the truck was out of warranty, one week out of warranty. We negotiated to pay 50/50 for the bill. I was out $345. About 10 months later, the check engine light came on again. I took it to a local auto parts chain store where they offer free diagnostics. It was the Knock Sensors again. I immediately went to my CarMax receipt and, of course they only warranty parts and labor for 6 months/6000 miles. Through the next few months the light came on and off, almost routinely every other tank of gas. I considered it could be bad fuel, being new to NC; I kept searching for new gas stations. Seeing that the knock sensors were recently placed, I began researching via **************** web forums the causes of knock sensor codes. I also located an extremely reliable local mechanic to maintain and repair all my family’s vehicles and they were perplexed over the sensors coding again. During late spring of this year, the check engine light came back on and refused to go off. I replaced the Mass Air Flow but to no avail. I cleaned the intake, but to no avail. My last choice was to go through the cost of having the sensors replaced, once again. Once my mechanic took on the task, the cause was very visible. The wiring harness from the knock sensors that CarMax replaced was crushed between the intake gasket and the cylinder heads. An obvious and well known issue, as described on the ********* ***** for people who have multiple issues with Knock Sensors. The job was completed correctly for $1007. I secured the old knock sensor parts, including the crushed wiring harness, which began to fray and short out against the cylinder head and the gasket showing the wear. Needless to say, I went back to CarMax in Gastonia, NC where I was greeted with smiles and firm handshake from one of the ladies working as a “Customer Advisor”. She heard my issue and told me she’d check with her manager and call me by the end of the day. And as guessed, I received the call an a very fake polite and condescending denial was given. Her poor excuse was hidden behind, Geesh, we would have like to of had an opportunity to correct our issue, but since you didn’t come back to us, we will not honor my request to get reimbursed for their mechanics failure to correctly install the sensors. It was an obvious good choice not to return to CarMax, with hindsight in mind, they would have covered up for their mechanic irresponsibility, I’m certain. Taking it up the ranks to Customer Relations, I received my second denial from a lady who described herself as a temporary helper from their Richmond, VA location. She was to have spoken with other ‘more experienced’ relations expert and get back to me by Monday. Here it is Wednesday and no call back. So I called back and received a firmer denial with no one further to speak with other than a simple manager… In getting their bad news, I have no other choice but to take it to the BBB!!!

Desired Settlement: Reimbursment of the $1007 it cost me to fix the mistake for their mechanic's failure to replace to part correctly.

Business Response:

                                                                    July 21, 2014

Via Electronic Mail

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

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re:  ****** **********

Dear *** ****:

     I am writing in response to your letter which forwarded the complaint of *** ****** **********.

     On June, 26, 2012 *** ********** purchased **** ********* ********* ****, VIN ***************** (the “Vehicle”) from CarMax in Gastonia, North Carolina.  In his desired settlement *** ********** wanted $1007 in refund for repairs done outside CarMax.

     *** ********** had a local mechanic replace the knock sensors.  The charge was $1007.  *** ********** feels it is the mistake of Carmax failure to replace the part correctly.  He is asking CarMax to refund the $1007.

     *** ********** did not give CarMax the opportunity to diagnose the issue.  CarMax does deny the reimbursement of the $1007.

     If you have any questions, please contact me at ***** ********, extension ****.  Thank you for providing CarMax with an opportunity to respond.

Sincerely,

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

Sr. Analyst Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

What CarMax failed to mention was they replaced the same part in August 2012. This part should last a lifetime of the vehicle if it was replaced in the proper matter. It’s not the failure of the part I’m disputing. If the part was at fault, I would not be making the compliant. CarMax only warranties their parts for 6 months or 6,000 miles. Last I checked, I live in America and have the right to shop anywhere I wish. Since the part was not under warranty, why would I go back to CarMax for a repair? I have zero obligations to seek repairs there. Since moving to NC in June 2012, I have located an honest, trusting and more personal mechanic that takes care of all my vehicle needs. I feel that CarMax is just using this as an excuse to bail out of their poorly trained mechanics. I wonder if they would have located the problem, they would have charged me again and simply hid their mistake. I have concluded this because of when the part went out 7 days out of their 30 day warranty when you purchase a vehicle there. They wanted to charge me full price for the part and labor. We negotiated right then and there to split the price 50/50.  
My dispute is simply the part was incorrectly replaced by THEIR mechanics and it took time to fault again. I did not and would not jeopardize my personal vehicle just to make an issue out of the knock sensors. My mechanic in Gastonia has attempted to determine via diagnostics over the course of many times if there was another issue making the sensor code again. Seeing the part was new and after trying Mass Air Flow, better gas stations and manifold cleaning the sensors still coded from time to time. It was determined to evaluate the sensors once again and see if they were bad. Unfortunately, this is not an easy job. The entire intake manifold must be removed to even see the sensors. Seeing the check engine light was continuously on now and state inspection was due it was time to go to our last resort, replace the sensors once again. It was at that time they noted the wire harness was pinched in between the gasket and cylinder head. There is NO WAY, the wiring harness would have wiggled, or vibrated in that area on its own. The only way for the wiring to be pinch was during the installation of the knock sensors from CarMax. Good mechanics know to hold the wiring out of the way while bolting down the manifold. Amateur mechanics that CarMax hires would not know or simply did not care, OR maybe in hopes to get a “returned” customer a year later.
I have attached pictures and the comments for my local and reputable mechanic who has been in business since 1972. The pictures clearly show the gasket where the wiring once sat and the wire that eventually wore away, causing the wire to short against the cylinder head.   
I am disgusted to think CarMax will not stand behind their bogus job. I will continue to fight this issue that was created by no fault of my own, nor the part of the truck. I will continue to seek Social Media avenues, up to and including, local TV news media and if I have to, I’ll retain a lawyer. This was 100% the fault of their terribly trained mechanic. I’m not going away!!!
Please view…
******************************************* ******************************************************************************* ************************************************************************************************* **********************************************************************************************************

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vehicle from CarMax in 2009. With the vehicle I also purchased the ******* warranty. In February 2014 I traded in my vehicle and had one month left on my warranty with CarMax. I was told to fax over documents to receive my refund for that last month. I did as I was instructed and never received a response. I faxed over the required documents two additional times and never received a response. I reached out to the finance department 6/20/14 and was told by ******* that I didn't receive a response because the warranty had expired. I advised that when I initially called and faxed over my paperwork that the warranty was still in effect. ******* informed me that I would need to speak with a business office manager who is currently on vacation and she provided an additional number. I am not interested in making numerous calls to various people and departments regarding a simple refund.

Desired Settlement: I would like a refund for one month ($33.33)of the extended ******* warranty that was left over from my purchase.

Business Response:

                                                                                                            July 11, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ****** ********

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ****** ********. On March 28, 2009, *** ******** purchased a **** **** *******, VIN ***************** (the “Vehicle”), from the CarMax of Greensboro, NC.  In her complaint, *** ******** is requesting that CarMax send a refund of $33.33 for the remaining time of Extended Service Policy (“ESP”). 

CarMax has issued a check for $33.33 on 7/9/14 and the check is being sent directly to *** ********.  CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 12th, 2014 I left work early to go to the *** to register a vehicle that I had purchased from a private seller. After waiting an hour, I am told by the *** that they cannot register this vehicle because I have a lien on my record from February 2014. They printed out a form that showed I owed $305.00 to a ****** ****** ******* located in Tampa, Florida. The problem with this lien is that it was for a **** ** ****** that I sold to CarMax back in December of 2012. When I tried to show my Bill of Sale to the ***, they said they need to either have a receipt of the payment made or I will have to get into contact with CarMax in order to have this settled. I left and immediately called CarMax Customer Relations (located in Virginia). I spoke with a ***** who said she would research the issue for me and call me back. I then called the towing company and spoke with a woman named *****. I explained to her the situation and that the car was not in my possession at the time of the incident because I had sold the vehicle to CarMax (Orlando, FL location) nearly a year and a half prior. She told me to fax over the Bill of Sale and she would see what she could do. I sent it to her and called her back and she then informed me that even though I sold it CarMax, it was never taken out of my name. And because ****** ****** is now at a loss, they cannot do anything about it. She said CarMax would have to pay the lien in order for this to be removed. I then called Customer Relations again because I had not heard back from *****. I spoke with ****** who said that she would further investigate as well. She also told me that she would contact the dealership that I sold the car to because it was their responsibility. Then she proceeded to tell me how it is not their fault and that it was who ever they auctioned to car off to fault. (this became the blame game). She said that someone from the Business Offices of the dealership would get into contact with me. The next day I had not heard anything, so I called Customer Relations again and spoke with ***. *** then got into contact with Business Offices at the Orlando dealership and had ******* call me. She said that she was going to investigate what happened and get back in touch with me but if I could bring in the paperwork that the *** printed out for me with the lien information. I told her I would be in shortly. About 30 minutes later I came in and she was on break conveniently. So one of the staff members made a copy and took down my information, but not before he whispered to three of the employees working in the office making me feel like I was being discussed since they all started staring and talking to one another. I wrote a note asking for ******* to call me back when she gets back from break to confirm she received my paperwork. I never got a call on Friday. I did not hear back on Monday, so I called. I got the run around again on the phone about someone will get back in touch with me. ******* told me her manager **** would get in touch with me. Tuesday I had not heard back and I started to get upset. I tried calling to speak with ******* or **** but the employees of the business offices hung up on me. So I called back and then they kept me on hold. I started to get very upset now so I stopped in the location where I sold my vehicle. I was still on hold as I walked into the Business Offices. Of course, again, **** and ******* were on break. The whispers and staring continued amongst the very young staff of the Business Offices. Finally ******* , the Assistant Business Office Manager came to talk to me. She said that they sent over all the paperwork to Corporate to have this taken care of. I expressed my concern as when I spoke with ****** from Corporate, she informed me that the Branch had to handle it. ******* said that they gathered the paperwork and have to send it Corporate for them to continue handling. She informed me that she would be off the next two days but would contact me on Thursday to let me know that hopefully the lien was off my record. The next day, I decided to call Corporate myself to get some more answers or to see where I was in this horrible process. I asked for ***, but of course got his voicemail now. Then I started to get really upset. I felt like I was getting the run around on this situation. A situation I should not be in because it was an error on CarMax. *** calls back leaving me a message about how he is working with Accounting department to get a hold of ****** ******. He told me he would call me first thing on Thursday morning. Thursday morning comes and goes so I called him around noon. Again, I get sent to voicemail. Finally, he calls me back to let me know they have reached out to ****** ****** but no one has responded so we would have to go through a lengthy process with *********** which could take 7-10 additional business days. This was unacceptable to me, so I called ****** ****** directly. ***** put me in touch with her Manager, ****. He said whenever he talks to CarMax, they give him the run around, but would be willing to help me. He gave me his cell phone number and told me to give it to who ever I was dealing with at CarMax and have them call him directly. I called *** back and he said he would have Accounting call **** first thing in the morning. Friday, I hear nothing. Monday, all day I hear nothing so I call back that evening. *** tells me that **** from ****** ****** flat out said he would go after whoever name the vehicle was in. So *** let me know that he started the process to get this resolved through ***********. **** then called me on Tuesday and said the same information that *** told me on Monday. She said that hopefully by Wednesday the lien would be off. Wednesday I finally got the call from both *** and **** that the lien was off. **** wanted me to come into the branch and pick up the paperwork that showed I no longer had the lien. When I went in and said who I was, again the staff stared and whispered. It was very uncomfortable and embarrassing for me. This was such a horrific experience for me. The pure lack of urgency, unprofessionalism, and lack of sympathy was disgusting. The length of time it took to get this resolved was appalling (almost 2 weeks). The run around on the phone and the not calling me back when they said they would was infuriating. I cannot believe that I sold a car to CarMax in 2012 and they never took it out of my name and in 2014 I have to deal with a lien on my name.

Desired Settlement: I would like a sincere apology. I would also like some sort of repayment for the time lost at work, for the mileage to have to drive back and forth to the dealership, and for the aggravation with the many phone calls and embarrassment by the staff staring and whispering about me.

Business Response:

                                               

                                                                                                            July 17, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ******* ********

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ******* ********. On December 17, 2012, *** ******** sold a **** ********** ******, VIN ***************** (the “Vehicle”), at the CarMax of Orlando, FL.  In her complaint, *** ******** is requesting that CarMax give her a sincere apology and payment for lost time to fix her registration.

CarMax management reached out *** ******** and apologized for all the inconvenience to rectify her registration issue.  CarMax recognizes the value of *** ********** time, but is not in a position to compensate her.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Problems with Product/Service
7/23/2014 Problems with Product/Service
7/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Make sure smogs are done right.

Business Response:

July 8, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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

Dear **** ****:

I am in receipt of the complaint that was filed by *** ***** *****, on June 23, 2014, regarding a **** ***** ******* (the “Vehicle”), VIN *****************, that was purchased from CarMax in Las Vegas, Nevada (“CarMax”) on or about March 24, 2014. 

CarMax completed the smog test on the Vehicle on or about February 25, 2014 however, there may have been an error with the information that was inputted into the smog machine that may have resulted in Department of Motor Vehicles not getting the electronic information that the smog was completed.  We apologize to *** ***** for any inconvenience. 

CarMax appreciates the opportunity to respond to this complaint.  However, CarMax considers the complaint resolved.  If you have any questions, please contact me directly at ***** ******** extension ****.

Sincerely,

***** *****

Sr. Analyst, Customer Relations

Consumer Response: Better Business Bureau:


I have reviewed the offer 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.

My car I feel was a quick sell to them they did not do the proper point inspection or a proper smog. Also my car still has problems with the transmission and when I bought the car hoping to get a 2.4 liter engine which was advertised on the website and on the contract it turns out to be a 3.6 liter engine so how could they have did a proper point inspection when they can't even get the engine right

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase a **** ********** ******* Vin #***************** on 07.01.2013 from CarMax of Memphis, TN. I was told during the purchase of buying the vehicle that it had not been wrecked. The salesman looked me and my husband in our face and told us no. Which later I found out by my insurance company that the car had been wrecked. I was thinking it was a possibility that it been wrecked, because I had several body-shop to look at it and they showed me that frame the of the car was warped, dash board is coming a loose and can not be pressed down, rub seals of the windows was not good, that causes the door not to close at time. That's why my insurance premium went up so high. I tried calling the manager that was over the salesman to inform him of the problems I was having. The manager stated to take pictures and email them to me. I did want the manage inform me to do, I was calling leaving messages after messages. No respond, during that time I was just tried of calling and leaving messages and no one contacted me back. I would like to be reimburse for this vehicle, because I am gonna have to trade this vehicle in its doing a lot of knocking, and squeaking, plus I will be upside down with financing with a big amount to pay down on a new vehicle.

Desired Settlement: I am requesting CarMax buy this vehicle back.

Business Response:

July 14, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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


Dear **** ****:

I am in receipt of the complaint filed by **** ******* ******* on June 9, 2014 regarding a **** ********** ******* (the “Vehicle”), VIN *****************, that was purchased at the CarMax store located in Memphis, Tennessee (“CarMax”), on or about July 1, 2013.  **** ******* requested in her desired settlement that CarMax buy the Vehicle back.

**** ******* mentioned in her complaint that at time of purchase it was communicated to her that the Vehicle had not been involved in an accident.  However, she found out later from her insurance company the Vehicle had been involved in an accident.  At time of purchase CarMax provided a copy of the Vehicle report (“**** *****”), to **** ******* showing no accidents being reported.  CarMax guarantees our used vehicles are free and clear of frame and flood damage. 

**** ******* also shared that she is hearing a lot of knocking and squeaking coming from the Vehicle.  CarMax would like to invite **** ******* to contact the Service department at ***** ******** to schedule an appointment to bring the Vehicle in to have these concerns addressed.  During that visit CarMax would be able to look over the Vehicle to confirm if there is any frame damage.

CarMax appreciates the opportunity to respond to this complaint and is declining the settlement request as set forth in this complaint.

 

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

Sincerely,

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

Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The window sticker on a ******* ****** truck I purchased read that the truck comes with a rear view camera and running boards. After I had purchased the truck, I noticed there were no running boards nor rear view camera on the truck. I brought it to CarMax's attention. They claimed it doesn't have to be honor. I continue to complain to CarMax about standing their product. Eventually, they put the rear view camera in but, cannot honor the running boards. I was not happy with that decision. Later, CarMax call me with a solution, that I pay for the cost of the running boards. I appreciate them trying to pacify me however, why do I have to pay anything when the price of the truck includes what is on the sticker. Running boards, rear view camera etc. I purchased the truck in April 2014. I suggest Carmax stand behind satisfying their customer, me that is and put my running boards on without me having to pay extra. Thanks for your help. By the way as I told CarMax, several people like my truck very much. I have already shared this story with many. I do have many contacts with people. My church has over 7000 members which I play an important role in. I am a teacher with contact of many parents, and co-workers alike.

Desired Settlement: Put running boards on my truck.

Business Response:

July 15, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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


Dear **** ****:

I am in receipt of the complaint filed by *** ****** ****** on July 8, 2014 regarding a **** ****** ****** (the “Vehicle”), VIN *****************, that was purchased at the CarMax store located in Norcross, Georgia (“CarMax”), on or about March 30, 2014.  *** ****** requested in his desired settlement that CarMax install running boards on the Vehicle.

*** ****** mentioned in the complaint that the window sticker showed the Vehicle advertised having a rear view camera and running boards.  However, his Vehicle did not come with either accessory.  CarMax as a gesture of goodwill scheduled to have the rear view camera installed at no cost to *** ******.  In addition, CarMax provided *** ****** with the contact information to **** ***** *********** so that he could schedule to have his running boards installed at a discounted rate.  CarMax also offered to reimburse $100.00 towards the cost of the running boards.  *** ****** accepted the offer.

*** ****** came into CarMax located in Norcross, Georgia on or about July 14, 2014 to share that he did have the running boards installed.  At that time CarMax submitted the reimbursement in the amount of $100.00. 

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,

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

Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2014 Problems with Product/Service
7/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a car from Carmax that they have advertised as in excellent condition. Which was confirmated by the sales man and the price. They sold me the car at full retail price as if the vehicle is in perfect condition with no issues at all. I was also told by the sales man that carmax has an excellent crew of technicians which inspect every vehicle to make sure the car has no problems, and I could by with confidence. So i tooke the car I liked for a test drive and noticed that the car did a little noise when driving and wwas slow to take off, other than that I liked the car. I told the salesman that it was something wrong with the car and needed them to check it out. The salesman told me that the mechanics crew will check it out and do any neccesary repairs.. I left the dealership with the understanding that they will check the vehicle and make sure every things was right. So as agreed I went back the next day at night and the salesman told me that their experienced mechanics had looked at the car and nothing was wrong, that everything in the vehicle was normal. I trusted their diagnostic and bought the car. Now, five months later the car won't move. Talked to Carmax and they directed my to an auto shop of their trust. They told me the transmission was bad and the repair costs $2800 to $3500. I went to Carmax and was told there is nothing they can do, that hey are sorry i bought a bad car from them, so after some negociating they offered me to pay $1000 towards the repair cost. I I asked the auto shop if it was posible that the vehicle was already damaged and described the sinptoms a noticed at the begining when tested drive the car and they said that it wont happen overnight, that the car has been damaged for a while and deteriorated until the actual condition and failed. So I explained it to Carmax and they said again that they are sorry and I was very unfortunated for buying the car. Basically, im screwed. Im stack with an $18000 car that doesnt works and i still have to pay. And the dealership enjoys the $18000 they got for selling me a car already damaged but barely noticeable as if it was in excellent condition.

Desired Settlement: I want Carmax to stand behind their vehicles and their claim of having a great and experienced crew of mechanics that make sure the car you buy is in good working order. I desire: 1. My car fixed or 2. Another car of the same kind and with same features or better, or 3. They buy the car back with no damage to my credit or outstanding debt.

Business Response:

July 15, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

*** **** ** ****** *****  


Dear **** ****:

I am in receipt of the complaint filed by *** **** ** ****** ***** on June 21, 2014 regarding a **** *** ****** (the “Vehicle”), VIN *****************, that was purchased at the CarMax store located in Las Vegas, Nevada (“CarMax”), on or about December 18, 2013.  *** ****** ***** requested in his desired settlement that CarMax repair the Vehicle, exchange for a replicable vehicle, or allow him to do a full return. 

*** ****** ***** shared in the complaint that during his test drive he noticed the Vehicle was slow to take off and was making a slight noise.  He mentioned it to the Sales Consultant and was advised that service will look over the Vehicle and make any needed repairs.  *** ****** ***** agreed and followed thru with purchase.  After checking the Vehicle CarMax found that the Vehicle was operating as designed.

CarMax was later contacted by *** ****** ***** to again address concerns the Vehicle was having not allowing it to operate properly.  After speaking to CarMax *** ****** ***** took the Vehicle to a third party repair facility to have a diagnostic completed.  He was advised he needed transmission repairs.  CarMax mentioned to *** ****** ***** that at time of purchase he was given the option to purchase an extended service plan (“*******”), and declined.  Therefore, repairs would be his responsibility.  CarMax as a gesture of goodwill offered to reimburse $1000.00 of the needed repairs, he declined and insisted CarMax provide more financial assistance. 

CarMax apologizes for any inconvenience *** ****** ***** may have experienced and is declining his request.  CarMax as a gesture of goodwill would like to extend the previous offer to reimburse $1000.00 of the needed transmission repair cost.  *** ****** ***** will have 30 days from the date of this letter to accept the offer.  If *** ****** ***** accepts he will need to provide a copy of the paid invoice to the service department along with providing the correct address for the reimbursement to be mailed to.   *** ****** ***** would receive the reimbursement in the form of a check from the Corporate Office in Richmond, Virginia.

Furthermore, if *** ****** ***** would like to get out of the Vehicle CarMax recommends that he come in for an appraisal at his local CarMax.     

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

Sincerely,

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

Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vehicle at Car Max Saturday July 5th. I decided to purchase an extended warrenty on the car. I was told by the Sales guy *** ****** that I could decide to remove the warrenty within 30 days and the extra money I spent would be given back to me. I went into Car Max today Monday July 7th to remove it since buying the warrenty was a inpulse decision. I was told something completely different by there business office. I was told that they had an agreement with the lender that it would just go directly to the lender. I do not think that is fair that I do not get to have the money. They claim it was going towards my principal. That was not what I agreed to with the Sales guy *** ******, he stated to me and my husband that if i purchased the warranty and after the fact I decided not to want it. I would get the money. I do not think its fair that I was pressed into buying a warranty that I did not want.

Desired Settlement: I would like the warranty to be removed and a refund issued to me or the warranty removed and my payment lowered to the original amount before the warranty

Business Response:

15 July 2014

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

Re:      ***** **********

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ********** regarding the aforementioned Vehicle purchased from CarMax of Littleton, Colorado on 5 July, 2014.  At the time of purchase, *** ********** elected also to purchase a ******* ******** ******* **** (the “Plan”) for the Vehicle.  In his complaint, *** ********** requests that the Plan be cancelled and the money refunded to him, or that his financing be restructured to reflect a payment and contract that does not include the purchase price of the Plan.

On 14 July, 2014, CarMax assisted *** ********** with the cancellation of his Plan and the recontracting of the purchase of the Vehicle.  CarMax considers this matter fully resolved to *** ************ satisfaction, and appreciates the opportunity to assist with his concern.

If you have any questions, please contact me directly at ***** ******** ext. ****.

Sincerely,

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

CarMax Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2014 Problems with Product/Service
7/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a car at carmax. I was in a bad accident and the car was totaled. I bought the *** insurance. The customer service rep explained that if I were in an accident, I would be covered for the difference 100%. I have always had *** insurance, so I understood the concept. So I submit my *** insurance claim and find out that they don't cover this and they don't cover that. Including if a payment was paid after the due date but in the grace period. That grace period is mandated by a state law and should not be in consideration. We were told more than once that the *** covered 100% of the difference from what regular insurance paid and what was owed. So now I'm sure if I'm covered at all. That's only have problem number 1. The second problem was that when I called to cancel the extended warranty, the rep in the business office, took all the information from me and told me that she would get it taken care of and get the $280 to our lender, ******* ***. I called again to have a letter faxed over to the CARMAX *** people, and she said that there wasn't one started or finished, and they needed signatures to get that taken car of. If the rep had told me that when I called I could have gone right down there. Now I'm having to try and figure out a way to get there to get this handled!

Desired Settlement: I want a refund of the ***, and I want the full difference paid to my lender to where I owe nothing. Your reps are saying 100% covered, then it needs to be 100% covered, period. I can't ask a refund for the extended warranty, however, it would be nice for carmax to supplement something for the aggravation, since we have bought our last 7 cars from carmax. And now we are changing dealerships because of this mess.

Business Response:

July 14th, 2014

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

Better Business Bureau

701 East Franklin Street

Richmond, Virginia 23219

RE: *** ***** ******

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ****** regarding his concerns with his ********** ***** ********** policy (“***”) and the cancellation of his ******* ******** ******* **** (“*******”) purchased at the same time he purchased the Vehicle.  *** ****** shares his frustrations with his *** policy not covering the full amount of the claim he submitted, stating he was told at the time of purchase that he would be covered 100%.  In addition he states that his ******* policy has not been cancelled and the refund sent back to his finance company.  He is requesting a refund of his *** policy and the difference between what *** paid towards his claim and the remaining balance owed.

CarMax’s research shows that the ******* policy has been cancelled and the prorated refund of $280.00 has been sent to his finance company.  If *** ****** has questions regarding how his *** claim was administered, he is encouraged to contact the *** policy provider directly to discuss.  As a claim has been filed with the *** policy provider, a refund of his *** policy would not be an option at this time.  

Thank you for providing CarMax an opportunity to respond.

Sincerely,

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

Analyst, CarMax

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my vehicle from Carmax I did everything on my end to make my sale go as smoothly as possible on 5/5/14 once my temporary tag expired I was notified that there was an issue with the title which prevented carmax from applying for my tag. I was given another temporary tag which expired on 6/5/14 when I called to check on my tag I was informed by business office manager **** that there were still issues with my tag and I would have to turn in the vehicle which I'm paying a four hundred and eleven dollar car note on plus one hundred and sixty in car insurance and drive around in a loaner. The loaner was given to me full of dog hair and smelling like smoke. I cannot believe this vehicle was sold to me without carmax not even knowing that there was an issue with the title which has really inconvienced me. What kind of business practice is that to not know the status of a vehicle before selling it to a consumer. I'm completely dissatisfied and will not ne reccomending carmax to anyone that ask me.

Desired Settlement: Get my title and get the car registered so that I can drive the car that I anm paying for.

Business Response:

 

30 June 2014

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

Re:      ****** ******

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ****** regarding the registration of the above-referenced Vehicle purchased from CarMax of Chattanooga, Tennessee, on 7 April 2014.  As stated, there were issues in completing the registration due to a titling problem that had to be resolved first. 

I am happy to report that the issue is resolved and the Vehicle’s registration complete.  CarMax deeply regrets the inconvenience that this caused *** ******, and appreciates the opportunity to respond.

If you have any questions, please contact me directly at ***** ********.

Sincerely,

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

CarMax Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 6 years/100,000 miles extended warranty for a **** ****** *****, I purchased from CarMax at the White March Maryland location. When I purchase the car I was strongly encouraged to purchase an extended warranty for the 62,643 miles car, with the indication that that 6 years/100,000 miles would cover the car until 162,643 miles/December 2016. I took my car to CarMax to get it fix after my car developed transmission problem and they stated that it is 100,000 miles odometer reading which wasn’t explained as such at the time of sale. I drove 150 mile each work day when I purchased the car in December 2010, I would never have purchased an extended warranty that would expired in less than 2 years. The 6 years is calculated from the date of purchase and so was my understanding of the miles, that it was 100,000 miles from date of purchase.

Desired Settlement: I will like them to fix my car since it is still covered under the extended warranty as I was told at the time of purchase

Business Response:

Via Electronic Mail

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re:  ******** ******

Dear *** ****:

     I am writing in response to your letter which forwarded the complaint of *** ******** ******.

     On December 30, 2010 *** ****** purchased a **** ****** *****, VIN ***************** (the “Vehicle”) from CarMax in White Marsh, Maryland.  In his desired settlement *** ****** stated he felt he was led to believe the extended service plan was 100,000 miles plus mileage already on the vehicle.  He wants Carmax to fix his vehicle using the extended service plan.

     The contract clearly states in bold lettering the plan ends at 100,000 miles.  CarMax does decline fixing the vehicle under the extended service plan.

     If you have any questions, please contact me at ***** ********, extension ****.  Thank you for providing CarMax an opportunity to respond.

Sincerely,

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

Sr. Analyst Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed purchasing documents through CarMax and I was approved for financing and I have met all the requirements of said financing. CarMax has produced financial documents to the financing company with my name and address attached. I did not provide this false documentation to CarMax and they refuse to correct their wrong. I have spoken with several different departments including Legal, Customer Relations and so on. I keep getting the run around and tossed placed to place in order for my financing to expire. I have been lied to by Legal, Customer Relations and the walk-in store about certain situation being handled by CarMax. I have been told by ****** in Customer Relations that ***** ***** in the Legal Department has sent emails regarding the finalization of this loan, to turn around and ask ***** ***** in the Legal Department and she denies ever sending any emails at all. I have also been told by Customer Relations, and the walk-in store that the financing company has refused to do business with me. I have spoken with the financing company and they are only waiting on documents that I have provided to CarMax. CarMax has refused to send my documents over to the financing company and has wasted a lot of my time. I need this issue resolved now.

Desired Settlement: Completion of my financing.

Business Response:

                                                                                                            July 8, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ****** *****

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ****** *****. On May 23, 2014, *** ***** went to the Hunstville, AL to secure financing for a **** ************* ****, VIN ***************** (the “Vehicle”).  In her complaint, *** ***** is requesting that CarMax complete her financing. 

*** ***** has not been able to establish proof of residence required by the finance company.  *** ***** needs to return the Vehicle or pay for the Vehicle in full.  Currently, our Credit & Collections department is handling this issue.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve this issue.  I have provided on several occasions,  to several different departments with Carmax a copy of my valid Alabama drivers license and bank statement. I have spoken with the financing company and have a written statement that carmax refuse to send my contract for financing.  I refuse to find fund this without financing. 

Regards,

****** *****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This issue is too broad to just complete under one "Primary Nature of Complaint", the car purchased had multiple failures in a 1 moth period. The car has had transmission clutch failure, multiple check engine light failures that include a bad catalytic converter and two O2 sensors, wheel cosmetic issues had to be re-finished and the work was not done correctly and will need to be re-done, the car was missing factory hardware (Rear window wiper assembly), after some repairs where done to the car the mechanics left suspension parts lose I had to take the car back for them to tighten up the suspension.

Desired Settlement: I need this case and many other complaints about services and products provided by CarMax reported to BBB and for this to be on public records. I also want the situation resolved, they still have my car and still need to perform the wheel repairs properly. The entire process from start to finish until now has been 3 months and 1 week, I would like this repairs to be done quickly and to be done correctly.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

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

Dear *** ****,

Thank you for forwarding the complaint, received in your office from *** **** ****** regarding the

**** ********** **** *** *****************(the “Vehicle”) that he purchased on or about

April 21, 2104 from the CarMax store located in ******** ******* .In this complaint, *** ****** is requesting that repairs to the Vehicle be done correctly and quickly.

As stated in his letter, *** ******** Vehicle has needed several repairs.  As of the date of this letter, the Vehicle has been completely repaired at no cost to *** ******.  *** ****** was advised that in addition to CarMax, several other repair facilities have stated that the Vehicle is performing as designed. *** ****** was also extended the offer to return the Vehicle to CarMax. At that time, *** ****** stated that he would be meeting with an attorney.

CarMax regrets that *** ****** is not satisfied with his Vehicle. CarMax appreciates the opportunity to respond to this complaint.  Please call me at ***** ********, extension****, if you have any questions.

Sincerely,

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2014 Problems with Product/Service
7/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband, (******* ********, my Son (******* ******** ***) went to purchase a car from CarMax in ***** ****, ********** on May 13th 2014, we were there for approximately (5) hours doing all the paperwork, after finding the car we wanted to purchase. We were doing a trade-in on a 2007 **** ********, which was in GOOD condition and we found a smaller vehicle that would have saved us a lot on gas, because of the gas cost.We thought the deal was done, they took our vehicle to the back where they take ALL trade-in, they brought out the car that we were going to purchase, washed it, filled it with gas, pulled it up to the door.My Husband and Son were signing the paperwork, had gone through most of the signing, only two more pages to sign and some one walks upon the Young Lady that was helping them with the paperwork and whisper to her in a low voice, "You can stop having them to sign, they just put a hold on them". She was in shock, the Sales person ***** ******** was in shock and the guy that was doing the whispering says to us "I don't know what happened, this has never happened before". He gave us a number to call to the Corporate Office in ******** and I proceeded to call the next day and they would not give med a reason as to why they shut down the deal, I asked to speak to a higher up person and he said this is as far as you go and hung up in my face, his name was ****, pronounced a little differently. Before he hung up on me I did ask if I would get a letter of explanation, he rudely said No! You won't receive anything and you can't go to any other CarMax to try and get a car from us. The thing is my Son was Co-signing for us and his FICA Score is (730)our credit score is down low (458) because I was laid off our credit became delinquent. But my complaint is, tell us where it went wrong, why did the deal shut down so abruptly and no explanation. It was like "Here is your SUV back, now get out".We need answers ASAP as to why this happened after going through five hours of sitting.

Desired Settlement: We just want and explanation and they can reward us for our time sitting in a place for five hours only to be denied, they have their rights, we have our rights.Give us something back for our well spent time. Give us complimentary tickets or something, besides the boot. And on top of that it was very embarrassing, calling our insurance company changing the cars over, wasting their time and having to call them back only to put the insurance back on the SUV after them giving us a Binder.

Business Response:

June 18, 2014

BBB Serving Central Virginia

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

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

           

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by ***** ********.  *** ******** would like to know why we chose not to do business with ******* ********, ***, and ******* ********, ***  Please find our explanation below.

On May 13, 2014, ******* ********, ***, and ******* ********, *** came to our ***** ****, ** location to purchase a vehicle jointly.  While we were processing the transaction, we discovered that ******* *******, *** had previously attempted to purchase a vehicle at our *** *******, ** location using what we suspected to be a fraudulent driver’s license.  When we brought our concerns to ******* ********, ***’s attention, he immediately proceeded out of the store without an explanation.  As a result of this past experience, we decided not to do business with *** ******* ********, ***

Thank you for bringing this complaint to our attention and for the opportunity to respond.  We hope that the above explanation provides *** ******** with the clarity that she seeks. 

Please do not hesitate to contact me at ************, extension **** if you have any questions or concerns.

Sincerely,

****** *****

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

CC: ***** ********

Consumer Response: The consumer reached out to the BBB and stated the complaint was resolved

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Carmax sold me a car that had been in an accident prior to when I purchased it and did not disclose it to me. In fact we asked if it was in an accident and they said no. The accident occurred May 5 of 2013- I bought the car in November of 2013. A police report (# ***********) was filed on the day of the accident. The accident was reported on 8/3/2013 (noted in ******.) According to *********** (they repaired the initial accident) the following repairs were done: trim, panel, fender, wheels, alignment, bumper, grate, radiator, grill among others. The car had gone off the road. The car was in a body shop for 2.5 weeks and was then taken to auction on 9/26/13. Carmax said they did not know it was in an accident because it had not been filed by ******. I bought the car in November. In March of this year, I filed a claim with my car insurance company because the steering was not working well, it needed new wheels, a steering column, plus I heard a "clunking" noise. The bill was $3410.41. I picked up the car and returned it the same day because the “cluncking” noise continued. Upon further inspection by ******* ** of Sterling VA and my insurance company it was determined by ****** that the car had been in a previous accident. Carmax is saying that because I filed a claim in March, they are not liable. Further, they feel there is nothing wrong with the car even though my insurance company (********** ******** *** ******* ** ** ********) feel another $2,913.68 of repairs are needed. I have the estimates from the original work done in March of this year from ********** ******** *** ****** **. I also have pictures and an estimate for the additional work that needs to be completed from my insurance company that is a result from the original accident (March of last year.) They will not cover the bill because it occurred before I bought the car. I tried to talk to Carmax numerous times both over the phone and in person about this issue, I took the car to them to look at etc. They insist nothing is wrong. If you drive the car, it is easy to hear the continued "clunking." I now have a car that does not drive properly and needs 2913.68 worth of repair. It also has a diminished value due to the prior accident. I am current with my payments through Carmax finance.

Desired Settlement: I want a car that that is similar to the value and condition of what I thought I bought. I bought the car with 5747 miles on it. I understood it had not been in an accident. I want all the payments I have made so far to go toward the financing of the replacement car. I want to be reimbursed for my deductible of 500.00 as well. Purchase price- 19,402.91+500 (deductible)+2617.68 (payments to date)= 22,520.59

Business Response:

                                                                                                            June 23, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ****** ****

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ***** ****. On November 9, 2013 *** **** purchased a **** ********** *****, VIN ***************** (the “Vehicle”), from the CarMax of Dulles, VA.  In her complaint, *** **** is requesting that CarMax return the Vehicle and find another similar vehicle, apply payments made to the new vehicle and reimburse her $500 insurance deductible. 

On 6/2/14, CarMax was contacted by *** **** stating that the Vehicle was in an accident prior to her purchasing the Vehicle and CarMax did not disclose this to her.  *** **** stated that she was being charged $3,000 for repairs.  CarMax ran another ********* report and it was discovered that the only accident listed on ********* was in March 2014.  CarMax ran a ****** report and the only accident listed was August 2013.

On 6/4/14, CarMax offered to inspect the Vehicle for possible frame damage.  *** **** did bring the Vehicle in to be inspected and it was confirmed that there was no frame damage.

CarMax declines *** **** request as set forth in his complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

Consumer Response: Better Business Bureau:

 
I have reviewed the “offer” made by CarMax in reference to complaint ID ********, and have determined that this “proposed
action” would not resolve my complaint.  In fact, no proposed action was presented. For your reference, details of the offer I reviewed appear below.
 

·  “Carmax offered to inspect the Vehicle for possible frame damage. **** **** did bring the vehicle in to be inspected and
it was confirmed that there was no frame damage.”

·  “CarMax declines *** **** respect

 
Again, I purchased a ********** ***** (*****************) from a CarMax located at ***** ******* *** ********* ** ***** on 11/9/2013 with 5,747 miles.

The car looked and ran fine at the time of purchase but after a couple of months of driving it developed a loud noise when put into gear. I contacted the Sterling CarMax and was told that it was still under warranty and that I should take it to ******* ********** that is nearby.

After ******* evaluated the car they determined that the damage was not covered by the warranty because it had been damaged from driving. I contacted my insurance company and filed a claim to get the repairs done ($500 deductible + $3,400).

This did not correct the problem so I returned the car to ******* to make good on the repairs they had made. While the car was back at ******* I contacted ********** ******** ********* because I suspected that ******* was charging for repairs that were not needed. ******* ********** came back with an estimate for another $5,162.20 in additional repairs needed.

I returned the car back to the Sterling CarMax for evaluation only to be told that the car passed all inspection and there was nothing wrong with the car and any damage occurred after the purchase of the car.

********** ******** ********* refused to pay for any additional repairs. The ********** ******** ********* adjuster and *******
********** service department verified that additional repairs are needed. They also determined that the car had been in an accident on 5/5/2013 (police report # ***********) and repaired near Allentown, PA soon after the accident. This information was from a ****** ****** filed in February 2014 three months after I bought the car. ******* claims that the parts used did not have the correct identification numbers on them calling the parts “substandard repairs”.

I was advised to contact CarMax corporate and explain that I was sold a car that is in need of $9072.61 of repair due to an accident that happened before I bought the car and never disclosed to me at the time of sale. 

I will accept reimbursement for all repairs needed or a credit of the sales price of the car toward another car from CarMax.

I look forward to resolution of this problem!

 
Regards,

****** ****

Attached:

*******- original estimate (****** supported estimate)
******- estimate to fix continued problem (including *** Unrelated Prior Damage Page *** )
******- pictures taken by ****** representative to support need for additional repair (CarMax again feels there is nothing wrong)
Payments made for repairs to date

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/1/2014 Guarantee/Warranty Issues
6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vehicle from your 10/29/2012 LAX location. upon purchasing the vehicle I asked for the vehicle history report and asked if there were any non original parts or modifications done to the vehicle. Your sales person furnished a VHR stating no accidents and proceeded to tell me that the car had it's original parts and had not been modified. I was in the process of selliung my car to a ***** dealership who was willing to offer me 13,500 which at the time was 750.00 above KBB for my car because they were in need of used vehicles like mine. When I came back into the location to have the final appraisal done I was offered 9,275 for my vehicle because my car had been previously damaged according to the ******. I looked at the ****** report and found out my car had been in an accident in 2010. When brought to your attention, your carmax location managers **** a sales manager and *** a purchasing manager( I believe it was ***) said well it doesn't matter it passed our test and we sell cars that have been in accidents. They also told me they would give me 13,000. After contacting ****** I found out the damage was to the rear of the vehicle in excess of 2000.00. When I went back to your location **** told me if it wouldv'e had an parts changed or any damage we would've known and disclosed that when you asked. He said the Vin numbers wouldn't be on the parts proving that it had been original or if it had been replaced. He told me he would run the info by his executive team and call me tomorrow this was on the 19th of May. I called the local ***** dealersahip to find out where the vin numbers would be and was told. when I got home I looked and there were places on the doors that had no vin numbers nor did the back bumper where the reported accident occured. I told this to **** when he called me back to say the executive teasm only cares if there is frame damage. He then said since I an adament about the parts being replaced and he knows thay haven't to bring in the vehicle and someone will inspect it with me and show me there is no frame damage and no other type of damage and that the parts were original. My appointment was made for the next day the 20 at 1:30. When I arrived the representative ****** viewed my car and told me that it was fine and had all the original parts, so I told him to show me the vin stickers on the vehicle and the vin stickers on the bumper and when he realized they werent there he then said ok you are right the parts have been replaced. He said the fact that the doors had been replaced and the fact the bumper was replaced and tail light had work it was probably in an accident. he said but it still passed our test and the paperwork showed no accident it was good to go on the lot and we don't have to disclose that information to you. He also showed me on the right inside of the vehicle where the work was done by the tail light and how it was made to look like the original. I said I asked about all of this information before purchasing the car and the salesman said it had all the original parts and no accidents. He said well the salesman wouldn't know the information only the buyers and purchersers would. I was floored that your company allows the salesman to say the car has no issues all it's origina parts and no modifications if the only people that know are the buyers. I understand people buy cars that have been in accidents all the time however for my particular vehicle I wouldn't have purchased it if I knew it was in an accident. I purchased a car that was carmax certified that really shouldn't be considered certified according to the car buyers bill of rights since it sustained damage in an impact. I asked and you lied and then even now I am being told we don't have to tell you if things aren't original even if you ask. This is not upfront or honest.

Desired Settlement: I would like the difference refunded to me from what the dealership was willing to give me for my car and what you were offfering me which was $3,725. I believe this is a fair outcome because I could ask for the vehicle to be repurchased for what I paid for it but you would be out because of the value of the car now and I would be out for paying into the car for 18 months. I also think it's fair because I didn't secure financing with you I came in with my own loan and couldv'e went anywhere but trusted you would take care of me and you lied to me. I also did the math on if I took 2000 off the price of my car plus the interest for the life of my loan I would save about $3,800.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

Re: ****** ******

Dear *** ****,

Thank you for forwarding the complaint received in your office from **** ****** ****** regarding the

**** ***** ******, VIN *****************(the “Vehicle”) that she purchased on or about

October 29, 2012 from the CarMax store located in Inglewood, California.  In this complaint, *** ****** is requesting a settlement of $3,725.00.

As stated in her letter, *** ****** took the Vehicle to CarMax after being told that a ****** report revealed that the Vehicle had been in an accident.  At the time of purchase, CarMax ran a Vehicle History Report(**** *****) which reflected no prior accident history.  CarMax does not sell vehicles with frame or water damage. Every CarMax car is thoroughly inspected and reconditioned before it goes on the lot to ensure that the customer is purchasing a safe and reliable vehicle.

CarMax regrets that *** ****** is unsatisfied with the condition of the Vehicle. As stated in her letter, CarMax did extend an offer to purchase the Vehicle from *** ****** at a price that was $3,725.00 above what was offered to her by another dealership.  *** ****** declined the offer.

CarMax appreciates the opportunity to respond to this complaint. Please call me at *************, extension ****, if you have any questions.

Sincerely,

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

Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

There was no offer made in the attempt to resolve the complaint. in regards to the offer to purchase my vehicle that was made to me in person for the amount of 13000 that  was rejected due to the amount of money I would have to come out of pocket to pay off the lien holder and the amount of money I have put in. I also asked for them to show proof there was no frame damage and still they haven't. As previously stated the car sold to me was sold to me under false pretences and it isn't fair that I was lied to by your salesman as well as your appraisers. I think my request was and is fair considering.

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was at Carmax on 3/1/14 looking for a truck, I particularly needed 4wd and specified that to the sales representative, ******* *****, we found a **** ****** ******. The window detail sheet on the truck listed it as 4WD, it had all the appropiate decals for 4WD including the silver decal on the tailgate. On my phone I checked the book value on the truck and it was 23,000$. The truck was listed for 21,000$ I purchased the truck from CarMax on 3/1/14 under the impression it was 4WD. After I had the truck for a few weeks I took it to a local ****** delaership to have it checked for recalls. There were a couple recalls needed, then the service manager ***** asked me if I bought it as a 4WD truck. I replied yes, he told me it was not, it was a 2WD truck. And that it had no axels, or transfer case for 4WD. I thanked him for his time, and proceeded to review my paperwork at home on the purchase of my truck. There was no listing anywhere of it being either a 2 or 4WD truck. Only the window detail sheet had it listed as 4WD. I then went through the ********* ****** on the vehicle CarMax provided me with at the time of purchase when I had asked for a ******. they provided me with a ********* ****** instead, the salesman ******* ***** claiming "this is better then ******" It did NOT list the truck as either 2 or 4 wheel drive. Next I went online and purchased a 25$ ****** report and on the front page it listed the truck as 2WD. I proceeded to call the Carmax dealer I purchased the truck from, briefly explained the situation to them and they said to bring the truck in to the dealer to have it looked at. The following week I drove the truck to the dealership and presented my case to them. They claimed since it was a saturday they could not do anything, and would contact me the following Monday or Tuesday. They followed up with me a few days later, and provided only 2 options. Either I keep the truck or they will buy it back from me for the price I paid, and I would have to pay the sales tax, and documentary fees out of pocket totaling about 3000$ for their mistake.

Desired Settlement: A check for the difference on the value of the truck of 2WD vs 4WD, which is about 2,800$. Plus 25$ for my ****** report I paid for myself.

Business Response:

                                                                            June 26, 2014

Via Electronic Mail

***** ****, Operations Suspervisor

Better Business Bureau

720  Moorefield Park drive, Suite 300

Richmond, Virginia 23236

Re:  ******* ******

Dear *** ****:

    

     I am writing in response to your letter which forwarded the complaint of ******* ******.

     On  March 1, 2014 ******* ****** purchased a **** ****** ******,  **************** (THE “Vehicle”) from CarMax in Ft. Worth, Texas.   In the desired settlement ******* ****** stated a check for the diference on the value of a 2WD vs. 44WD, which is abot $2800 plus the $25 for the ****** report purchase.

     The window sticker on the truck stated it was a 4WD when in reality it was a 2WD.  The ****** report listed the truck as a 2WD and so did the local ****** dealership.  After reviewing the issue with *** ****** our Location General Manager has requested a refund for $2825.00 be sent to *** ******.

     CarMax considers this issue to be resolved.       

 

     If you have any questions, please contact me at ***** ********, extension ****.  Thank you for providing CarMax with an opportunity to respond.    

Sincerely,

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

Sr. Analyst Customer Relations

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company sold vehicle with a package of leather for an additional $1599. Company screwed up and ordered the wrong color and could not get in for scheduled install after customer had to book a hotel for 2 evenings due to the 2.5 hour drive each way and 48-72 hour window for install. Customer confirmed install before booking hotel and the evening before was contacted that it was not handled correctly and install could not be completed because it would need 7 more days to get correct color, etc. ****, the store manager offered to pay for hotel. I had the hotel originally for 2 nights but was able to only pay for 1 night due to less than 24 hour cancellation notice. Sent him the receipt and he said he would refund us. 3 weeks go by and my wife contacts him to follow up and he forwards her email to ******* to follow up. Another 10 days go by and she sends another email, which went unanswered.

Desired Settlement: This has been a terrible deal from the beginning with CarMax making excuses. If the leather could not have been done per contract, the vehicle would not have been purchased. Tried to work with them to no avail. They violated the contract and then made promises and did not follow through. Want to return vehicle and be done with them. **** has not done his duties making sure customer was satisfied and blatantly lied about refund and then ignores messages.

Business Response:

                                                                                                            June 18, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ****** *******

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ****** *******. On February 21, 2014 *** ******* purchased a **** **** ********, VIN ***************** (the “Vehicle”), from the CarMax of Roswell, GA.  In his complaint, *** ******* is requesting that CarMax take return of the Vehicle due to the leather seat not being installed and not receiving the refund for their hotel receipt. 

CarMax has issued a refund to *** ******* on 4/22/14 for $1,599.00 for the purchase of the leather that wasn’t installed due to a color issue.  *** ******* refund of $161.25 for the hotel stay was sent to him on 6/16/14 via *****.  CarMax is more than happy to appraise the Vehicle if *** ******* no longer wishes to keep the Vehicle.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased a car from carmax on 4/19/14 and was over charged $869.94, carmax sent me a letter on 5/19/14 stating the same error on sales tax overcollected by $869.94, when i called corp. they said it takes 14 days and it would just post to my account, after 14 day, i called and they told me to call the dealership where i bought it and they would handle the refund check, called louisville carmax they say call corp. headquarters i have spoke to ****** and ***** at the louisville store twice each and am no closer to my refund of 869.94, ,

Desired Settlement: i want a refund check sent to me, or for carmax to redo my loan at the correct amount, this a federal truth in lending disclosure error contract should be done over thank you

Business Response:

                                                                                                            June 23, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ******* *******

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ******* *******. On April 19, 2014 *** ******* purchased a **** ******* ********, VIN ***************** (the “Vehicle”), from the CarMax of Louisville, KY.  In his complaint, *** ******* is requesting that CarMax send a refund of $869.94 for the over-collection of sales tax or redo his financing. 

On 6/17/14, CarMax issued a refund of $877.94 to CarMax Auto Finance for over-collection of sales tax.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 6/23/12 I sold a car to Carmax and completed the *** ****** ** ******** *** ******* ** ********* (which I have the receipt dated 6/23/12) a Collections agency came after me in 11/19/13 for this car and the cost for towing and storage. I confirmed with *** and with ******* ****** Carmax Business office mentor and her supervisor ***** ****** that I was not liable for these charges. *** ****** even mailed me a copy of the vehicle purchase agreement which I submitted to the collections company. The issue agressively resurfaced at the end of December 2013 when I was changing jobs and planning to relocate and was given 1 day to pay $1740 or have the claim reported on my credit report. I had no choice but to pay and demand a letter proving I paid the claim. I then wrote a detialed letter to Carmax (Roseville) and supplied all the proof that this was not my car at the time of impound but that Carmax owned the car and that I requested reimbursement of the $1740 - since the care was owned by Carmax, Carmax Buiness office assurmed me that I would not be held liable for this vehicle and the fact that I was a long-time customer of Carmax Roseville purchasing at least 3 vehicles over the last 10 years. I received a call back from *** ***** at Carmax ***** ******** and he assured me that he was going to be able to "resolve this issue" and "help me out". *** ***** would give a day he would get back to me and he would not call. I would contact him again (at least 3 separate times) and he would apologize for not calling me back and then would say he is still looking into this issue and would get back to me. Well I left a voicemail messaged for *** ***** on April 3, 2014 and he STILL has not returned my call and I have not received any reimbursement for the charge incurred on a car owned by CarMax Roseville. I am so disappointed that I've had to take the BBB route because I have all the necessary documenation to prove my case but I can not get any resolution by *** *****, Carmax Roseville.

Desired Settlement: I sold my car to Carmax on 6/23/12 and completed the *** ****** ** ******** *** ******* ** ********* on the same day (I can send a copy of the receipt) - Carmax must have sold the car without completing their required paperwork and/or the car was taken off of the Carmax lot - either way I should not be held accountable for Carmax's error especially since I immediately contacted the business office and recieved reassurance that I was no longer the legal owner of the car and Carmax would be held accountable for any fees. I am requesting that a check for $1740, which I paid to collections be issued to me ASAP. Again, after my years of loyalty to this Business I would have expected that resolution would have been handled swiftly, that calls would be returned and that a refund would have been issued.

Business Response:

                                                                             May 21, 2014

Via Electronic Mail

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

Better Business Bureau

720 Moorefield Park Drive, suite 300

Richmond, Virginia 23236

Re:  ******** ******

Dear ***** ****:

     I am writing in response to your letter which forwarded the complaint of *** ******.

     On June 23, 2012 *** ****** sold to CarMax a **** *** **, ***************** (the  “Vehicle”) to CarMax in Roseville, California.  In her desired settlement *** ****** requested a check for $***** which she paid to a collection agency for towing and storage of a vehicle that was no longer hers. 

     After *** ****** sold her vehicle to CarMax the vehicle was towed and stored.  The collections company aggressively pursued *** ****** even after CarMax mailed a Vehicle Purchase Agreement that *** ****** submitted to the collections company.  With threats to report this to the credit bureau, *** ****** paid the collection company $*****.

     CarMax has agreed to reimburse *** ****** $*****.  A check will be mailed directly to *** ******.

     If you have any questions, please contact me at ***** ********, extension ****.  Thank you for providing CarMax with an opportunity to respond.

Sincerely,

*** ********* **. Analyst Customer Relations   

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

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,

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

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 still have not received the refund check that Carmax agreed to refund me.  Can the BBB assist in finding out why a refund check has not been issued?

Regards,

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

Consumer Response: The consumer called and stated that she did receive the refund.

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/20/2014 Problems with Product/Service
6/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I purchased a **** ****** ****** from Carmax in Winston Salem, NC as a transfer from Greenville, NC. To make a long story short, we haven't had the car in our possession for more that 11 days form April the 15th of 2014. It has been in the possession of Carmax working on multiple repair that should have been taken care of before it left their lot. I have contacted customer service through email over a week ago and no one has even attempted to contact us to see what the problem is. We've already made the first payment and it it almost June. We have to take the care back because it is roaring when you come to a stop. The care needs tires on it and the brakes feels like they are about to go at any minute. We think with having to find all the issues that CarMax has overlooked with this vehicle, and for the inconvenience of giving us 3 loaner to make auto payments on, they can at least replace the brakes, tires and give us our 1st month's payment back because it was their lack thereof. To add insult to injury, customer service still haven't responded to us. It was transfered from Greenville, SC to Winston Salem, NC. I will commend the Winston location for doing an excellent job at jumping right on these issues. After all, it wasn't the Winston store's proble to begin with. However, that doesn't excuse Carmax, as a whole for not living up to the reputation that they advertise. This is our second bad experience with purchasing a vehicle from CarMax. All they want to give us for their screw ups was a $25 credit toward something at CarMax. Unacceptable. I hope that this can be resolved with them compensating us with at least the things that are obvious. Some of the issues that had to be repair, wipers, sound system damaged, dent in right side, roaring sound, heated seat damaged, tires worn, etc. They should have a list of items from the repair. It has been a huge inconvenience for my wife and I.

Desired Settlement: We would like for CaxMax to replace the worn tires and brakes on this vehicle and also refund us for having to make our payment we had to make of %396 since we only had the car in our possession 11 of the 45 days from date of purchase and will still be counting because they continue to attempt to patch this vehicle instead of eat the cost of their lack there of.

Business Response:

12 June 2014

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

Re:      ****** ********, Complaint #********

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ******** regarding the Vehicle purchased from CarMax of Winston-Salem, North Carolina (“CarMax”), on 17 April, 2014.  In his complaint, *** ******** cites multiple repair needs and extended repair times.  Additionally, he indicates ongoing concerns with tire and brake noise, and requests the repair and replacement of components related to those concerns.  Finally, he requests reimbursement of a payment made to his finance company.

Shortly after the date of his complaint, *** ******** scheduled another service appointment at CarMax, during which time the Vehicle’s tires and brake booster were replaced to address the mechanical concerns.  Additionally, a cosmetic issue that occurred as a result of a previous repair was addressed through a local ****** dealer.  *** ******** has since taken possession of the Vehicle, and CarMax believes these concerns to be fully resolved at this time.  Regarding *** ********* request for reimbursement, CarMax declines that request as set forth in his complaint.

CarMax regrets the inconveniences that *** ******** reported regarding the condition and servicing of the Vehicle, and greatly appreciates the opportunity to resolve the issues and respond.  If you have any questions, please contact me directly at ***** ******** ext. ****.

Sincerely,

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

CarMax Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 refuse the offer because CarMax has had my vehicle for 6 weeks. From the date of purchase.  this is totally unacceptable due to the fact that this vehicle should have been ready to leave the lot with all the repairs made necessary prior to purchase. I have make car payments on this vehicle at the expense of Carmex having this vehicle in their possession 90 percent of the time since the date of purchase you can also inform the operation supervisorthat I will be reporting this to the local news stations.

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 15th 2013, I traded a **** **** ******* ******** to CarMax and purchased a **** ******** *** ******* from the same CarMax. I decided to purchase the vehicle from CarMax because the price was decent and, per their website, their used vehicles go through a 125+ point inspection and undergo a minimum 12 hour restoral process to make sure the vehicle is in “like new” driving condition. The vehicle had just over 80,000 miles on the odometer when it was purchased. When I purchased the vehicle, I also opted to purchase the extended “*******” warranty to cover the vehicle up to 120,000 miles with a $250/$300 deductible on repairs. The first repair came within a few weeks of owning the vehicle in the form of the temperature control lights being burned out. I originally returned the car to CarMax for the repairs as it was still within the first 30 days, and there was a 30 day service warranty through CarMax. What followed has been a used car horror story, to which I feel I have no relief. The problems with the car, as well as the service representatives and mechanics at CarMax, led me to begin taking the vehicle to a ******** dealer for the subsequent repairs, but there have been so many, to which CarMax is assuming no responsibility for the vehicle at all. What follows is the exact repair history since I have owned the vehicle (maintenance oil changes not included), to which I have all documentation to back up the horror story of this vehicle: 1. 02/06/13 (opened) - 02/08/14 (car returned) o Cost: Free (within warranty) ? Concerns: 1) Climate Control Lights Inoperable 2) Front passenger brakes sound as if grinding 3) Emergency brake doesn’t hold ? Repairs 1) Replaced Climate Control Assembly 2) Turned and replaced rotors due to excessive rust, added new brake pads, bleed brakes 3) Adjusted rear drums and resurface rotors 2. 04/16/13 (opened) – 05/03/13 (car returned) o Cost: Brakes (Still under warranty per previous repair), Additional work: $250 warranty deductible ? Concerns: 1) Brakes squeaking 2) Noise from front end like something loose ? Repairs: 1) Replace front rotors (again) 2) Replace front control arms and bushings, replaced front stabilizer links 3. 07/15/13 (opened) – 07/17/13 (car returned) o Cost: Free (within last service warranty for all concerns) ? Concerns: 1) Emergency brake still does not engage properly 2) Front brakes still squeak 3) New noise coming from front suspension 4) “Click” noise when initially moving forward/reverse ? Repairs: 1) No repair as mechanic could not duplicate 2) Replaced front brake pads with OEM pads 3) Replaced sway bar bushings 4) Mechanic attributed issue to front brake problem 4. 08/19/13 (opened and car returned) o Cost: Free (still under warranty from previous repair) ? Concerns: 1) Car drives as though going over washboard constantly, at any speed (suspension) ? Repairs: 1) None. Mechanic advises right front tire is chopped and could cause the noise. Recommended regular rotate and balance of tires until replacement necessary (completed prior to bringing car in). Recommended replacing both front tires. It was at this point that I decided to cease putting my trust in the mechanic and service group at CarMax. A few factor led to this decision: • The service manager, ****, advised me that the reason my brakes squeak was because we are in Colorado and it is a dry climate. I have never had brakes squeak like these did, which was the reason I kept bringing the car in to repair them. The reason for the timef***e between repairs is because I was allowing them to “break in” for a few thousand miles before personally declaring a problem • The vehicle was brought in on 3 separate occasions for the suspension, to which each time the issue was not resolved and/or a new issue arose. • The service manager, ****, attempted to inform me that the problems I was experiencing with the suspension was due to aftermarket rims that were put on the vehicle (for no more than a week). Suspension issues were all reported prior to aftermarket rims being added to the car. Subsequently, the aftermarket rims had not been on the car since **** attempted to use them as the source of the problems. They were added back to the car this year for approximately 8 days, but the problems continue with or without the rims. No other mechanic has ever advised that these rims could be the source of the issues, especially since they begin before the rims had ever been put on the car. Problems have continued to this day, without the rims. • The service manager, ****, informed me not to buy tires from them as they would not provide as good of a price and would not include free balance/rotations. • The final time the vehicle had been in for the suspension and the mechanic stated he did not feel any issues, but inclined to tell me the tires were the problem, I had already taken the car to a friend that works at another dealership and he felt the issue, but advised me that it may have been due to the recent repairs not having a chance to settle. Another reason for the length of time between bringing vehicle in. Next follows the repairs that were then done at different mechanics due to the observed incompetence of the CarMax Service department. 5. 09/03/13 (opened and car returned) o Cost: $273.16 o Location of repair: Discount Tire ? Concern: 1) Still have noise in front of vehicle o Comments: Because I really had no place to turn at this point and the fact that the noise in the front end continued to get worse, I decided to take the CarMax mechanics’ advice and purchased 2 new tires. This did not resolve the issue. Between the tires and the next repair is a time period where I was unable to afford the cost of repairing the problem, which subsequently got worse, however, this is still close to within the 1st year of purchase of the vehicle. 6. 01/22/14 (opened) – 01/24/14 (car returned) o Cost: $300 (non-CarMax service center warranty deductible) o Location of repair: Pro ********-J***-*****-*** ? Concern: 1) Still feels like going over washboard at all speeds 2) Advised that vehicle had power steering leak when vehicle in for routine oil change 3) Clicking noise when turning wheel ? Repairs: Left and right ball joints have excessive play as well as upper control arm joints found. Replaced control arms and ball joints. Rack and pinion confirmed leaking and replaced to repair. Also repaired outer tie rod ends. 7. 02/05/14 (opened) 02/06/14 (car returned – repairs declined due to cost) o 02/19/14 (opened for previous repair) – 02/20/14 (car returned) o Cost: $822.66 o Location of repair: Pro ********-****-*****-*** ? Concern: 1) Engine whines on start-up and when accelerating. 2) Power steering pump hums and steering wheel is squeaky ? Repairs: Water pump leaking and timing belt replaced After the timing belt and water pump were replaced, I had not brought the car in for any additional repairs, even though multiple additional repairs were recommended by the Pro ******** mechanics. The cost of replacing the timing belt tapped my funds, especially since my fiancé is at the point of finishing school to be a surgical technician and I am beginning to shoulder the majority of the bills on my own. The vibration from the front of the vehicle is still occurring. Because the vehicle has now been to 2 separate mechanics for the same issue and has still not been repaired, we had decided to wait out the end of my fiancé’s schooling and just get rid of the car and get something new, even though we will be upside down on the vehicle and will increase my loan amount substantially. This decision did not prepare me for the incident to come. On April 12th 2014, I was driving my 3 daughter’s back to their mom’s house. Upon leaving from my ex-wife’s house, I heard a noise that sounded like something fell off of the car. I pulled over in a nearby apartment complex and exited the car and walked around, inspecting it. I did not see anything out of the ordinary right off the bat and decided I would take and closer inspection when I returned home. When leaving, I immediately felt pressure on the rear wheels (at this point, I could not determine which side it was coming from). As I continued to drive, the pressure continued to get worse. When I arrived home, I took another look at the vehicle and noticed, on the rear passenger wheel, that the bolt that holds the caliper and caliper bracket on the car snapped and the caliper was considerably out of position. The outer edge of the rotor had also been chewed up because of this issue. I had the car towed from my house to ******* on that Saturday. Per the mechanic at *******, the bolt that holds this caliper bracket in place is designed not to come off or break in most cases. They concluded that the most likely issue was that it was not tightened properly and that caused this issue. On the following Monday, I contacted CarMax, as they were the last mechanics to touch the rear brakes. The ******* warranty was set to cover the damaged side of the vehicle, however, would not cover the driver side (these parts were recommended to be replaced by the ******* mechanic because it would not make sense to not do both sides, as they put it). My intentions were to have CarMax cover the cost for the repair above and beyond my warranty deductible. CarMax advised that they could do nothing to assist me and claimed they had not ever done any type of repair on the rear brakes, even though the first 3 times the vehicle was brought to them, a rear brake problem was reported. The first work order indicates that they did, in fact, repair the rear brakes by adjusting them. 8. 4/12/14 (opened) through 4/15/14 (car returned) o Cost: $300 warranty deductible and $302.84 to mirror repairs on opposite side o Location of Repair: ******* ? Concern: 1) Pressure on rear wheel while driving 2) Caliper bracket visibly broken (photos included) ? Repairs: Replace rear driver and passenger rotors, brake pads, calipers, and caliper brackets My entire complaint boils down to this: CarMax claims to inspect all vehicles and restore them to “like new”, however, this does not appear to be the case with the vehicle I purchased. I have had numerous problems that should not be experienced on a new vehicle, used or not. It has been argued in my dealings with CarMax, by them, that these issues should be no surprise, given the mileage of the vehicle upon purchase and that I need to take ownership of the car; but based on the claims of the CarMax website and commercial ads, the vehicle should have been like new before ever reaching their lot for sale. In my opinion, this means that all normal maintenance for this mileage should have been completed (Tune-up, Timing Belt replacement, Radiator flush, etc…). None of these maintenance repairs was done on this vehicle, as per the numerous other mechanics that have inspected the car. As stated before, I have all of the work orders showing the repair history since my ownership of the vehicle. To make this right, I believe CarMax should refund all of the money I have paid to my loan up to this point, as well as provide me with the agreed upon cash value of my trade in, and forgive or cover my loan amount, so that I may purchase a new vehicle. Not including the various repairs, I have paid close to $10,000 for this vehicle (monthly payments to car loan and value of my trade in), and have spent $2,248.66 in repairs (deductibles and out of pocket for non-warranty work), all with in the first year of owning the vehicle. As stated previously, I believe the only fair recompense for these issues is for CarMax to refund all money I have paid towards the loan thus far and provide me with the value of my original trade in. This would be a refund totaling $9,748.61 ($4,248.61 in payments towards loan amount and $5,500.00 trade in value). They should also then forgive the remaining amount of my loan. This will allow me to purchase a new vehicle with no marks to my credit score for this loan.

Desired Settlement: I would like to be refunded all money I have paid towards the loan as well as the value of my trade in. The total of this would be $9,748.61 ($5,500.00 trade in value and $4,248.61 paid towards loan). I would also like the ramining debt to be forgiven and I can return the vehicle to them.

Business Response:

June 3, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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

Dear *** ****:

I am in receipt of the complaint that was filed by *** **** ******, on May 14, 2014, regarding **** ******** *** (the “Vehicle”), VIN *****************, that was purchased from CarMax in Federal Heights, Colorado (“CarMax”) on or about January 15, 2013.  *** ****** requests in his desired settlement to be refunded all money paid towards his loan as well as the value of the trade in, totaling $9,748.61 and for any remaining debt to be forgiven.  He is also requesting to return the Vehicle.

*** ****** states that the brakes on the Vehicle require replacement.  The number of miles driven may be a consideration of wear and tear on brakes.  Brakes are a regular maintenance item that are not covered by the Extended Service Plan (“*******”) policy that *** ****** purchased.  Any questions about the claims submitted previously for the suspension and ride components may be directed to *** ******** ******** at *************. 

CarMax appreciates the opportunity to respond to this complaint.  However, we are declining the settlement request as set forth in the complaint.  If *** ****** would like to sell CarMax the Vehicle, we invite him to bring the Vehicle in for an appraisal.  If you have any questions, please contact me directly at ***** ******** extension ****.

Sincerely,

***** *****

Sr. Analyst, Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

While I understand that brakes are included in regular maintenance duties, the emergency brake and rear brake components have never been properly functional. Furthermore, the service department at the Federal Heights location denied claims that they had worked on my rear brakes, to which I have proof they were worked on. The results of the tech's shoddy work is a bolt that wasn't supposed to fail, failing and causing serious safety risks to myself and my children (I have pictures of what happened to the vehicle components). Your company boasts, in several locations (webpage, commercials, paper ads, etc...), that a car sold on your lot goes through a refresh process and is "like new" before being sold. This is clearly not the case as is evident in the sheer number of times the vehicle has been in the shop since purchase.

In addition to this specific issue, I have had problems with the suspension since purchase and it has NEVER been resolved. Understanding that maintenance is a big part of owning a car, if the cars sold on your lot did, in fact, go through a refresh process as your ads claim, I don't believe these problems would be experienced at all.

I will accept the offer of selling my car back to CarMax, as long as the appraisal and subsequent sale provides my with the total sum of my payments thus far and the agreement that CarMax forgives the remaining debt. All of the issues experienced by myself and multiple other customers I have been able to locate online boils down to false advertising. You advertise like new cars, but this is not a like new car. It was most definitely a car with 80,000 miles on it that unnecessarily required the maintenance associated with a car of this age and mileage, which if you do business as your ad stated, should never have been the case.

Regards,

**** ******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The vehicle history report from ****** shows the vehicle was involved in an accident and was towed away in 2012. During the CarMax sale process the accident was never disclosed. The vehicle was purchased from CarMax in February 2014.

Desired Settlement: Buy back the vehicle at full sales price.

Business Response:

                                                                                                            June 10, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ******* *********

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ******* *********. On February 14, 2014 *** ********* purchased a **** **** ***** ********, VIN ***************** (the “Vehicle”), from the CarMax of South Broadway, CO.  In his complaint, *** ********* is requesting CarMax buy back the Vehicle at full sales price due to an undisclosed accident. 

CarMax management spoke to *** ********* on May 27, 2014, and reviewed his concerns about the undisclosed accident.  Management let *** ********* know that CarMax ran an ********* vehicle history report and there were no accidents reported at the time of sale.  CarMax offered to inspect and do an appraisal for *** *********.  Unfortunately, this was not an option for *** *********.

CarMax declines *** ********* request as set forth in his complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

After three months of owning the vehicle I began to notice severe pulling to the right when driven over 50mph.  At that time I also noticed the steering wheel was not straight when the vehicle was parked and the front wheels straight.  On 04/11/14 I brought the vehicle in for service at ******* **** *****.  The dealer performed a four wheel alignment, set front and rear to factory specs, made major adjustments to front and rear and confirmed steering wheel straight after the repair.  All of this could have been prevented if CarMax would have reported to me that the vehicle was involved in a major accident and towed away in 2012.  The ****** report shows all of this which was not provided by CarMax at the time of vehicle delivery.

I have since sold the vehicle to another party.  I have also updated my offer:  I am asking for reimbursement of the difference of the original vehicle sale price to the final sale price and the reimbursement for the alignment repairs.  See below:

Reimbursement of the difference of the sold vehicle: $3,337.69
Alignment repairs: $69.95

Total reimbursement request: $3,407.64

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AT 7:00 PM ON TUESDAY MAY 6,2014 I INQUIRED ABOUT A VEHICLE PURCHASE AT CARMAX.I SPOKE WITH A SALESPRSON NAMED ******* *****. I SPECIFICALLY ASKED HER IF THERE WOULD BE ANY INQUIRIES TO THE CREDIT REPORTING AGENCIES OTHER THAN CARMAX, BECAUSE IF SO I DID NOT WONT TO APPLY FOR FINANCING. SHE PLACES ME ON HOLD, THEN GETS BACK ON THE PHONE WITH ME AND SAYS, QUOTE, (I HAVE GREAT NEWS. THE ONLY INQUIRY YOU WILL HAVE IS CARMAX. YOU WILL NOT HAVE INQUIRIES FROM OTHER FINANCIAL INSTITUTIONS OR LENDERS. WOULD YOU LIKE TO APPLY? WE WORK DIRECTLY WITH THE LENDERS NO WORRIES.)SHE TOOK ADVANTAGE OF ME, LIED TO ME,AND HAS CAUSED GREAT STRESS.INQUIRIES ARE AS SUCH. *************** ********** ******************** *********** ******** **************** *** **** ******** *** ********* **** *************** *** **** *******. I CONTACTED CARMAX CORPORATE AT 1-800-519 1511 AND SPOKE WITH ********.SHE SAID SHE WOULD RESEARCH AND CALL ME BACK. NO CALL BACK?

Desired Settlement: I WANT THE IQUIRIES REMOVED FROM MY CREDIT REPORTS. THIS IS DECEPTIVE BUSINESS PRACTICE. CARMAX HOME OFFICE PHONE NUMBER IS ********* ****. ADRESS: ***** ******** ***** ******** ******** ********* LIST OF INQUIRIES AND PHONE NUMBERS IS AS FOLLOWS: **** ********* *** *** ***** ******** *** *** ***** **** *** *** ***** ****** ******* *** *** ***** ****** *** *** ***** ********* *** *** *** ***** ******* *** **** ******* *** *** ****. I NEED YOUR HELP REGARDING THI MATTER.

Business Response:

June 6, 2014

BBB Serving Central Virginia

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

***** ***

Richmond, VA 23236

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

           

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by ****** ****.  *** **** is upset that the credit application he submitted at the CarMax Auto Superstores, Inc. location in ********* *********** (CarMax) resulted in multiple credit inquiries on his credit file.  Following a review of our records it appears that we could have done a better job in explaining our credit application process to *** ****.  As a result, we will request the 3 national credit reporting agencies to delete the credit inquiries from *** ****** credit file.  I will attempt to explain the circumstances that led to *** ****** misunderstanding below.

On May 6, 2014, *** **** called CarMax to inquire about financing the purchase of a **** **** ******.  Our records show that prior to the submission of *** ****** credit application he was advised by the sales consultant that his credit application would be reviewed by multiple financial institutions.  The sales consultant also attempted to explain to *** **** that though his credit application would be seen by multiple financial institutions, it would only be viewed as one inquiry by the credit reporting agencies.  ******** is a copy of ********** FAQ section which clearly indicates that multiple inquires within a specific period of time are either ignored or viewed as one credit inquiry.  It appears that *** **** understood this to mean that only one inquiry would result from the credit application.  We apologize for the misunderstanding and any inconvenience caused.

Thank you for bringing this matter to our attention and for the opportunity to respond.  Please feel free to contact me at 7***********, extension **** if you have any questions or concerns.

Sincerely,

****** *****

*********

CarMax

CC: ****** ****

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 not satisfied with this offer. I was a victim of deceptive trade practice. My sales person clearly stated their would be only 1 inquiry. As I stated to her if more than inquiry would appear on my report I do not want to apply. I was reassured there would only be one . Please delete inquiries and this matter can be resolved

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase this car 5 almost 6 years ago and have made all payments for those 6 years. I have never missed a payment. I sometimes pay late but had a grace period to make the payment of 10 days and I made those payments before that grace period and accrued fees. However, I was not aware of the fees being charged. So when made the payment fees were taken out of my actually payment. I did not know this was happening. I asked for three extensions three times and was told by the representative that there would be interest but the payments would be added to my last payment. I understood it to be that after my last car note that I would have to make those three extra payments to include interest. I received my coupon book in the mail and there was on coupon left and that was my last payment to be in April. However online there was more money for the last payment then the about of the actually car note. I called to ask them to explain to me about the extra money that is on the balance. I had three extension of my car note of 275.00 and that should have been 795.00 however the amount is 1395.00. I asked them why. They said to me that I have to pay the interest, okay I thought the interest was included in the 275.00 but they add on more interest and that was not told to me that for an extension I would pay more additional 9$ interest to the 13.75% interest I was already paying. The second problem is that after I pay the payment in May I have until the 30th of May to pay the balance do which will be almost 900.00 or my car will be reposed after I have paid for 6 years they will take my car if I can't pay that by May 30, 2014.

Desired Settlement: To allow those payment to be montly installments to pay the actual carnote until the car is paid in full. Not to expect me to come up with all that money by the end of May and they have the right to send a negative to my credit bureuo and not have the right to repo my car after I have paid for this car for 6 years.

Business Response:

May 22, 2014

BBB Serving Central Virginia

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

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

Retail Installment Contract Dated 07/18/2008

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

Account No. *******

Dear Sir/Madam:

This will confirm receipt and review of the complaint forwarded to you by ******** ****.  In sum, *** **** would like an explanation why her final payment amount exceeds the amount of her regular payment.  In addition, *** **** is also concerned that the Vehicle would be repossessed if she fails to pay-off her account balance by May 30, 2014.  I will attempt to address *** ****** concerns below.

Regarding *** ****** final payment amount, please know that *** **** executed a simple interest contract.  Therefore, finance charges or interest on her account are calculated using a simple interest formula.  This means that finance charges accrue on a day-to-day basis.  We apply each payment first to accrued finance charges, then to any other applicable fees or charges, e.g. late fees.  The remaining balance will then be applied to the unpaid principal balance of the amount financed.  It is important to understand that the finance charges that accrue between each payment are contingent primarily on the current principal balance owed and how early or late monthly payments are received.  In essence, payment patterns to a significant extent, dictate how much finance charges the account accrues daily. 

That said, our records shows that *** **** made several of her payments late.  In fact, 21 of her payments were received more than 10 days after the due date.  This resulted in additional finance charges accruing on *** ****’s account.  In addition, *** **** requested and received 3 payment extensions.  As shown in the enclosed letter, *** **** was informed and understood that additional finance charges will accrue for each payment extension she received.  The difference between her final payment amount and the amount of her regular payment is as a result of the several late payments and payment extensions.  To further illustrate this point, if *** **** had made her monthly payments before her due date each month and received no payment extensions her final payment would have been less than the amount of her regular payment.  Enclosed is a system generated payment history of *** ****’s account.  A detailed*****-based payment history is also enclosed as a supplement.

The current balance on *** ****’s account is $1,106.92.  To avoid the account from becoming delinquent, the entire balance must be paid in full by May 27, 2014 which is *** ****’s last scheduled due date.  If *** **** is unable to pay-off her account balance by May 27, 2014 we will continue to accept payments from her until the balance is paid in full.  *** **** should have no concern that the Vehicle will be repossessed.

Thank you for bringing this matter to our attention. I hope that the above provides *** **** with the clarity and assurances that she seeks.  If you have any questions or concerns, please feel free to contact me at ************, extension****.

Sincerely,

****** *****

Paralegal

CarMax Auto Finance

CC: ******** ****

Enclosures

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 know it is closed but I wanted to respond to their response. They are saying that I had a daily interest loan. I was not aware that it was that type of loan. That was not told to me when I purchase the car that was the type of loan that I was getting. I thought my loan was a fixed rate for the life of the loan and that was what I was told that my payment would be for the life of the loan. It was not explained to me when I purchase that I had a daily interest loan should I have be aware of that when I purchased the car. They know if I had known that most likely I would have made that decision to buy with that type of loan. I think when they sale you merchandise they should explain that to you when you are making the purchase. I did not even now that that type of loan existed when purchasing cars. I know that ignorance of the law is no excuse but many time when you purchase stuff like that large items, an investment, it is explained to you all the stipulations that comes with that investment.

 

******** ****, ********** *********,

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

********************* or contact me at ************

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Unfortunately my car was purchased by CarMax for wholesale and there car is at retail. I feel a loss already. I am open for a settlement or a replacement vehicle. I asked them already with the amount of problems we are experiencing could we try another car. I was told no.

Business Response:

                                                                                            May 9, 2014

Via Electronic Mail

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

Better Business Bureau

720 Moorefield Drive, Suite 300

Richmond, Virginia 23236

Re:  ****** ********

Dear *** ***** ****:

     I am writing in response to your letter which forwarded the complaint of *** ****** ********.

     On March 1, 2014 *** ******** purchased a **** ****** **********, VIN ***************** (the “Vehicle”) from CarMax in Ontario, California.  In his desired settlement he would like a replacement vehicle or monetary settlement.

     *** ******** stated the vehicle pulled to the left, then to the right and the transmission sometimes delays shifting.

     The vehicle was brought into CarMax with a list of concerns from *** ********.  We determined that there were issues that needed to be corrected.  Repairs were completed.  We also identified the one concern could not be identified, the transmission problem.  We also sent the vehicle to **** ************ to review.  They found nothing wrong. 

     CarMax does decline *** ******** request to replace the vehicle or monetary settlement.

     If you have any questions, please contact me at ***** ********, extension ****.  Thank you for providing CarMax with an opportunity to respond.

Sincerely,

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

Sr. Analyst Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 feel the vehicle was unsafe from the beginning as stated. It will on occasion down and upshift very hard. The lane changing upon acceleration is extremely dangerous. The interior of the car I had paid to have shipped to your more local location is really dirty not to mention the seatbelts do not retract because of the dirt in the mechanism. All the items that were not corrected listed only a few were addressed. The stick shift bezel, rear bumper being painted because it was falling off and is starting to again. The brakes are not fine the still have a sanding noise, the brake pedal is still almost going to the floor while sitting at a stop. The clunk noise in the dash and the vibration in the tailpipe I understand are not safety issue but were not fixed as promised. The vehicle will not reach operating temperature for 20-30 minutes,  these are a few of the items that were not corrected. This is not acceptable and very dangerous. I have a six year old son that rides in this vehicle with me. I was told all items would be fixed to my expectations within the 30 day time frame per agreement I feel I have driven a unsafe vehicle purchased from CarMax. I let you buy my safe car "***** *** in great condition with no mechanical issues with only 75,000 miles for a vehicle with unsafe mechanical issues.


Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/12/2014 Problems with Product/Service
6/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: The car needs the oil changed with NEW oil. They need to clean the engine in it's entirety.(provide rental car until completion) Replace anything they spilled oil on. RefundReplacement of damaged goods.I would like someone to contact me.

Business Response:

                                                                                                            May 29, 2014

Via Electronic Mail

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

Better Business Bureau

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

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

Re: ******* *******

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ******* *******. On November 14, 2013 *** ******* purchased a **** ************* ******, *** ***************** (the “Vehicle”), from the CarMax of ******* ***** **.  In his complaint, *** ******* is requesting a new oil change, clean the engine and replace anything that was damaged from the oil leak. 

CarMax inspected vehicle after the oil leak had occurred and it was discovered that the oil cap was cracked.  CarMax replaced the oil cap and cleaned engine.  *** ******* did bring the vehicle back again because it appeared that the vehicle was still leaking oil.  This time CarMax did check the belly pan to verify that there were no additional leaks.  It was discovered that the brake cleaner that was used was the cause of the dripping.  CarMax did pressure wash the engine again and filled *** *******’s gas tank too.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext****.

                                   

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: CarMax do not honor their contract to purchase my car. I sold them my car on 3/27/2014 for $******. They gave me a check for $*********, which I cashed successfully. The remaining $****** the sent to my bank to pay off the car loan I had for that vehicle. When their check arrived at the bank, the loan balance was $0 and the bank returned the entire paperwork, including their check, back to CarMax. A CarMax business office person, ****** ********, confirmed all this to me a few days later and said that my check for that amount of $****** will be sent to me tomorrow and I should have it in 3-5 business days. That was more than a month ago. Now they ell me that they'll contact headquarters and it will take a couple of days to receive a reply email from them and then they'll let me know as of the status of my check. But they confirmed that my check has not yet been sent to me. Of course, I have not heard from them anything. I now do not know who to call to get my money. I start suspecting they do not want to send me my money any more. This is really bad. I'm very surprised BBB gives CarMax an A+ score when their business dealings, as far as I'm concerned, are shady, to put it mildly. BBB used to be independent and accurate.

Desired Settlement: Carmax pay up what they owe me.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

Re: ********** *******

Dear *** ****,

Thank you for forwarding the complaint received in your office from *** ********** ******* regarding the **** ********** ******, VIN *****************(the “Vehicle”) that he sold to the CarMax store located in Fairfield, California on or about March 27, 2014. In this complaint, *** ******* is requesting payment of funds due to him.

As stated in his letter, *** ******* sold the Vehicle to CarMax and CarMax subsequently paid off the loan on the Vehicle.  CarMax sent the payoff check to the lienholder; however, while the payment was in transit to the lienholder, *** ******* made a payment on the Vehicle which created an overage on the account. The overage was sent to CarMax and at that time a request was submitted to have a check issued to *** *******. Unfortunately, there was a delay in the refund check being processed.

After further research, it has been determined that the refund check was mailed to *** ******* on or about June 5, 2014.  CarMax regrets the inconvenience that the delay has caused.

CarMax appreciates the opportunity to respond to this complaint. Please call me at ***** ********, extension ****, if you have any questions.

Sincerely,

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

Analyst, Executive Response Team

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Recently I had taken my car in for servicing at my local CarMax store. The issue was a clunking noise I would most often hear when making a left turn and my windshield wiper sprayers were not spraying any fluid onto the windows. I handed my car off to CarMax for 3 days on April 21st for servicing. They returned the car to me saying they had made the necessary repair. The same day I drove it off the lot I continue to hear the clunking noise and my windshield sprayers do not function. After calling my technician back and leaving a voice mail I received a survey about the work done on my car and told them how unsatisfied I was. After this the service department manager called me back and we spoke about the problem. Soon after I had an arrangement to bring my car back in and I would be given a loaner to use for the time being. May 1st I dropped my car off for servicing and each day since they would call and say they are unable to find the problem with my car. On Wednesday the 7th I went up to CarMax after work and drove the car. I didn't even get out of the parking lot before being able to demonstrate the clunking I was referring to this whole time. After a few short minutes of driving I asked the tech if he thought he could figure out the problem now that I've demonstrated it. He advised me that he believes he can find the issue. Two days later I get a call saying that they think they have fixed the car and I can come test drive it again. It didn't take five minutes for me to be able to produce the sound again. I went inside informed them it's still not fixed and asked if the tech would ride with me again. I produced the problem for him four more times while he was in the car and was assured they would be able to find the issue. Now it's Tuesday May 13th they have had my car for over 16 days and I get a voicemail stating that they are unable to fix my vehicle because the "bushings" that are needed to replace are not covered by my extended warranty. At the time of purchase I was not informed that there would be any part not covered by my extended warranty and was told if anything happened to my car I would be able to get it fixed through CarMax for free, and any other licensed shop for $50.00. Now I'm being told the total cost for this is something to the tune of $617.00. The fact that I've been without my car for 16 days is ridiculous. The technicians at CarMax could of easily reproduced the problem much sooner and not cost me so much time and effort. I've spent 3 vacation days, four hours in traffic, and all of my patience on this issue and feel I should be compensated.

Desired Settlement: My desired outcome is that CarMax repair my vehicle with no out of pocket cost to me. Or the cost of the repair go to securing me a warranty of the caliber I was told I would have in the first place. In any case I would like a full list of items that are not covered by my current policy to be provided to me so I can know ahead of time if something will be covered rather than being mislead and misinformed and finding out last minute that I have to pay hundreds of dollars for my car to work properly.

Business Response:

 

27 May 2014

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

Re:      ******* ******, Complaint #********

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ******, who purchased the above-referenced Vehicle from CarMax of San Antonio on 22 April, 2013.  In his complaint, *** ****** shares his frustration with a recent repair experience and expresses concern about coverage under the terms of his ******* ******** ******* **** (“***”).  He requests that repairs be made to the Vehicle at no cost to him.

CarMax service manager ***** ********** provided *** ****** with an additional copy of the *** and an explanation of coverage under the plan.  Additionally, he extended the offer to split the cost of the repairs as a gesture of good will.  *** ****** accepted that offer.

CarMax believes this matter to be resolved to *** ******** satisfaction, and appreciates the opportunity to respond.  If you have any questions, please contact me directly at ***** ******** extension ****.

Sincerely,

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

CarMax Customer Relations

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a **** *** ** from Carmax in Merrillville Indiana recently. The vehicle was still covered under the *** factory warranty. I took the vehicle in to ****** *** in South Bend Indiana for warranty work. When ****** ran the VIN# on the vehicle they noticed that there was a mileage discrepancy. The vehicle was reported a few months back getting serviced at a *** dealership with 92 more miles on it then it had on it when I purchased it. This whole process took approximately a week and half to get resolved. Carmax did provide me with a rental car after we had to argue about it. *** ended up voiding the warranty on the vehicle. I contacted Carmax and they gave me a breakdown of $46,153.72 that would be reimbursed back to my credit union (***** **** ******* ****** *****), I agreed. when I went to return the vehicle nobody had a clue what was going on, the total amount then changed to $37,576.86 while I was there attempting to return it. I ended up bringing the vehicle back home and contacting the General Manager, ****** ******* the following Monday. he stated to me that the original figure was wrong for the amount of $46,153.72 and that the amount owed to my credit union was indeed $37,576.86. They are not willing to compensate me for my troubles and the inconvenience of this whole situation. There suggestion was to pick out another vehicle from there dealership. The only thing that they want to compensate me for is my $95.00 loan fee and $37,576.86. We did roll over negative equity onto the *** from our previous vehicles but the $37,576.16 doesn't even pay off the loan. The pay-off as of today is nearly $42,000. The vehicle purchase price was $36,998, I put $2,000 down and rolled over $6,576.86 and $578.86 for taxes and title fees totaling $46,253.72. I feel that after everything that they put us through with this vehicle they should at least pay off the loan. I had a phone conversation with the dealerships customer relations department and they do not want to even pay the interest that I have accrued totaling $81.50 during this process. They are saying I could of returned the vehicle sooner. I couldn't return it sooner because they were not clear on the amount coming back to my credit union. I had no leverage if I took the vehicle back and then tried to fight to get my money back. I did attempt to return the vehicle once, the next day after I found out that *** was voiding the warranty. I trusted that I was buying a quality vehicle from them, this fraud, whether it was there fault or the auction house that they purchased the vehicle from. This is not my problem!

Desired Settlement: I would like to receive the pay off on the vehicle and wash my hands of this whole situation and never purchase a vehicle from them ever again.

Business Response:

                                                                                   June 4May 28, 2014

Via Electronic Mail

***** ****, Operations Supervisor

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

Re:  ******* ********

Dear *** ****:

     I am writing in response to your letter which forwarded the complaint of ******* ********.

     On April 18, 2014 ******* ******** purchased a **** *** **, ***************** (the “Vehicle”) from CarMax in Merrillville, Indiana.  In *** ********** Desired Settlement he stated he wanted to receive a payoff on the vehicle. 

     *** ******** amortized some negative equity with his loan.  Carmax did take return of the vehicle and refunded the loan on the vehicle but not his negative equity.  *** ******** was also offered both of the vehicles he traded in back to allow him to not have the negative equity on the loan for the ***.  *** ******** could have worked with his credit union to reinstate the original loans.  CarMax considers the issue closed.

     Please contact me at ***** ******** extension **** with any questions you may have.  Thank you for providing CarMax an opportunity to respond.

Sincerely,

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

Sr. Analyst Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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,

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

It was not as simple as Carmax made it sound. I could not just reinstate my original vehicle loans per ***** **** ******* ****** *****. Also why would I want two vehicles back that Carmax had in there possession for over a month. I don't no what they did to them or who they let drive them, I traded them in so someone may have inquired about them and drove them and possibly damaged them, who knows. At the end of the day I got poor service and no real solution to this problem other than just returning the vehicle to Carmax. What do I get for my troubles and inconvenience? I trusted I was buying a quality vehicle from a quality dealership. I was wrong. They committed fraud, whether it was there fault or not, they sold me the vehicle. This should have been researched prior to them putting the vehicle on there lot. I don't consider this closed, I want to know how they plan to compensate me for my lost time without a vehicle, the vehicle I chose to purchase from them, not the rental car they offered for a week and a half. This also caused a lot of unnecessary running around on my part. Taking the vehicle to Merrillville twice to return it, back and forth to the *** dealership several times trying to resolve this situation. Are they willing to reimburse me mileage for wasting my time? People don't normally run around that much when purchasing a vehicle from a normal/honorable dealership!

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a **** **** ****. Car was sold to me stating that car was equipped with ********* radio and I would receive 3 months for free. Car was not equipped with ****** ***** and Carmax has not offered to pay for tuner or installation. Sales representative is not helpful once car was sold.

Desired Settlement: I would like a refund for the ****** ***** that had to be purchased and also installation of the tuner since I bought car thinking this was already installed.

Business Response:

June 3, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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

Dear *** ****:

I am in receipt of the complaint that was filed by *** **** *****, on May 17, 2014, regarding a **** **** **** (the “Vehicle”), VIN *****************, that was purchased from CarMax in San Diego, California (“CarMax”) on or about May 8, 2014.  *** ***** is requesting in his settlement that CarMax purchase and install a tuner in the Vehicle. 

*** ***** noticed the satellite tuner was not equipped with the Vehicle within the first five days of purchase.  At that point, *** ***** was offered the option to return the Vehicle and allow us to search for one that was equipped a ********* *****.  CarMax offers a 5-Day Money-Back Guarantee on every used vehicle sold. 

After some additional days passed, and not having heard anything from *** *****, he obtained a tuner from a third party.  CarMax agreed to install that tuner at no additional charge to *** ***** as a gesture of goodwill.  When the vender attempted to install the satellite tuner, they were not able to complete the install of the tuner because of compatibility issues. 

CarMax appreciates the opportunity to respond to this complaint.  However, CarMax declined the settlement request as set forth in this complaint.  If you have any questions, please contact me directly at ***** ******** extension ****.

Sincerely,

***** *****

Sr. Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an SUV from CarMax of Riverside on 9/27/2013. When I went to leave after purchasing it, the gas light came on indicating the tank was empty after they had just filled it up. After I drove away and got back to my city of residence, the vehicle started to die and shut off by itself. This happened numerous times. So I called CarMax and told them something may be wrong with the gas tank or the electrical reading of it. We took the vehicle back to have it serviced on 10/21/2013 after they had looked at it and told us it was a fuel level sensor. The engine light had been on as well. They attempted to replace it and check the engine, but it has not resolved the issue. We continued to call and they have the records of our phone calls, but tell us they can't do anything about it anymore because we did not purchase the extended warranty. This is NOT acceptable. Now they tell us that it may need a whole new motor or electrical system. This is NOT acceptable either. I believe CarMax sold us a "lemon" vehicle and I want them to take it back and give us an acceptable vehicle that meets our needs. Product_Or_Service: Vehicle Account_Number: *******

Desired Settlement: DesiredSettlementID: Replacement I believe CarMax sold us a "lemon" vehicle and I want them to take it back and give us an acceptable vehicle that meets our needs.

Business Response:

May 29, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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


Dear *** ****:

I am in receipt of the complaint filed by *** **** ******* ***** on May 13, 2014 regarding a **** *** ***** (the “Vehicle”), VIN *****************, that was purchased at the CarMax store located in Riverside, California (“CarMax”), on or about September 27, 2013.  *** ***** requested CarMax to return the Vehicle and replace it with an acceptable vehicle that meets his needs.

*** ***** contacted CarMax on or about May 6, 2014 to share that he needs a possible engine replacement.  CarMax asked *** ***** to provide via fax or email all the history of preventive maintenance and diagnosis from outside facilities that had been performed on the Vehicle.  CarMax never received the requested documents.  CarMax advised *** ***** the requested documents would be needed to assist on the decision if CarMax would be offering any assistance.

CarMax would love the opportunity to address any concerns *** ***** may have and would like to invite him to contact the Service Manager at ***** ******** to discuss.

CarMax appreciates the opportunity to respond to this complaint.  However, CarMax is declining the offer *** ***** requested in his desired settlement at this time.

 

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

Sincerely,

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

Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sir/Ma'am,CarMax requested from my finance company on the day I purchased a new vehicle a dealer to dealer payoff for my trade in. CarMax employees processed incorrect information. I was not involved at any level and as a consumer trusted CarMax to have competent employees to process these business transactions. The payoff was not for a normal ten day pay off as is protocol and it was totally incorrect numbers. CarMax contacted me three weeks later stating that I now owe hundreds of dollars, the difference. Incompetent employees should either be trained or not work here dealing with complex business contracts period. CarMax is now saying they are holding my ***** license plate ransom so to speak until this is resolved and I pay for their mistake/difference. As of today my temp tag is expiring and this has been an extremely poor car buying experience. After serving almost 30 years in uniform I honestly don't want this to happen to any other military families or any other families for that matter. If nothing else happens out of this I would like other consumers especially military families to be aware of the incompetence at CarMax, Inc. Thank you. ***** ****

Desired Settlement: A critical mistake by CarMax employees and the other dealership, this is honestly not my fault as a consumer. CarMax needs to make this right it is not the consumers fault. I would like my car tag released and not held hostage any longer due to CarMax's mistake.

Business Response:

27 May 2014

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

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

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** **** regarding the purchase of the aforementioned Vehicle on 14 April, 2014, from CarMax of *** ******* (“CarMax”) and the status of the Vehicle’s registration.   Additionally, *** **** related a concern with the payoff of a vehicle that he sold to CarMax at the same time (the “Trade Vehicle”).  CarMax appreciates the opportunity to respond.

At the time of the transaction, CarMax was unable to obtain an exact payoff amount for the Trade Vehicle because *** ****** finance company was closed.  Instead, an estimated payoff was used in processing the transaction so that it could be completed at the time of *** ****** visit, with the understanding that in the event that the payoff was underestimated, the variance would be his sole responsibility.  On the following business day, the payoff was verified as being $743.44 over the estimated amount.  CarMax paid this difference to the finance company in order to pay off the Trade Vehicle and obtain the title.  This difference is still owed to CarMax by *** *****

The normal processing time for obtaining plates is from four to six weeks.  A review of CarMax’s records indicates that the plates were received by CarMax and mailed to *** **** on 22 May 2014.

CarMax appreciates *** ****** business and the opportunity to respond.  If you have any questions, please contact me directly at ***** ******** extension****.

Sincerely,

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

CarMax Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 2/11/14 purchased **** *** Didn't drive the car until 2/17/14 due to ice storm noticed a loud/scrubbing noise from tires called carmax scheduled appt, first available appt was 2/26 after an hour checked on car & was told the tires were cupped and manger was driving car as the tech was very concerned **** came in office w/ key confirmed tires are bad & refused to replace them called headquarters to report w/ no resolve car coded today warning breaks are bad & need to be replaced.

Desired Settlement: Carmax sold me a car with defected, unsafe tires and brakes. Even after I brought this issue to their attention they refuse to make it right and have compromised my safety they need to replace the tires and brakes

Business Response:

                                                                                                            April 22, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: **** ****

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of **** ****. On February 11, 2014 *** **** purchased a **** *** ***, VIN ***************** (the “Vehicle”), from the CarMax of Raleigh, NC.  In her complaint, *** **** is requesting that CarMax replace both bad tires and brakes. 


*** **** brought the Vehicle to CarMax on February 26, 2014 to have her tires inspected due a loud scrubbing noise.  CarMax Service department test drove and inspected *** ****** tires.  It was determined that the tires did not need to be replaced.


*** **** contacted CarMax again on March 27, 2014 and stated that her brake light was on indicating the need for brake work.  **** ******, Service Manager contacted *** **** on 3/28/14 and scheduled an appointment on Tuesday, April 1st to address the brake light.  It was discovered that the front wear sensor had failed and this was replaced.


CarMax appreciates the opportunity to respond to this complaint.  If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 the tires remain noisy with chipped pieces of rubber and are "cupped" per CarMax staff.

Regards,

**** ****

Business Response:

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: **** ****

Dear *** ****:

 

I have emailed you a copy of the repair order that you requested.  Also, here is the information on standards you requested. 

There needs to be at least 2/32 of an inch difference in tread variation. Service manager stated that there was a slight cupping and the difference was immeasurable.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext ****.

Sincerely,

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

Customer Relations Analyst

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 will be scanning and emailing supporting documentation per bbb request.

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

Regards,

**** ****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I had to take my vehicle to another repair facility for the repair which cost $300 for the deductible instead of the $250 I would have paid at a Carmax service facility, so I would like a refund of my $50 due to the horrible experience and the inconvenience trying to find another facility, while tying to make sure im not damaging the engine.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

Re: ***** *******

Thank you for forwarding the complaint received in your office from *** ***** ******* regarding the

**** ********* *****, VIN *****************(the “Vehicle”) that he purchased on or about

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

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

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

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

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

Please call me at *************, extension ****, if you have any questions.

Sincerely,

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

Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the offer 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,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/3/2014 Problems with Product/Service | Complaint Details Unavailable
5/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Carmax failed to provide assistance with a problem they created. They mailed the liscence plate to the incorrect address and then did not take steps to correct it. Simply implied it was our problem now.

Desired Settlement: That carmax Will correct the situation and find the license plate for me car.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

Re: **** *******

Dear *** ****,

Thank you for forwarding the complaint received in your office from *** **** ******* regarding the license plates for his **** ****** *****, VIN *****************(the “Vehicle”) that he purchased on or about March 27, 2014 from the CarMax store located in Pineville, North Carolina.  In this complaint, *** ******* is requesting that CarMax find the license plates for his Vehicle.

*** ******* contacted CarMax and stated that he had not received his tags.  During the paperwork process, *** ******* verified that CarMax had the correct address and therefore this was the address used to send the tags. As *** ******* is now the registered owner of the Vehicle, CarMax can no longer act on his behalf to obtain duplicate tags.  CarMax advised *** ******* to contact the local *** to obtain a duplicate tag.

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

Extension, ****, if you have any questions.

Sincerely,

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

Analyst, Executive Response Team

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have bad credit and I am currently in the middle of a chapter 13 bankruptcy. I was able to be granted a loan thru *************. Car Max is ************* biggest customer that is why I was referred to Car Max. Well I had my bankruptcy attorney file a motion to be granted secure debt. Which he did and I am getting the approval April 28th. I was told I would be getting approval 2 days earlier that's why I did the test drive. Well when I went into Car Max and test drove a vehicle on April 25th. I had agreed to buy the truck. and (Car Max insisted I put insurance on it) which I did to comply. Which I learn today April 27th 2014 that they had sent my insured truck to Kansas City. So anyone in this area could be driving a truck around that I have insured and was going to take delivery of on April 28th 2014. I am very furious and want to know what can be done about this.

Desired Settlement: Get me my truck back and discount it $1500.00 this was very bad business practice on their part.

Business Response:

May 19, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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


Dear *** ****:

I am writing in response to your letter which forwarded the complaint of *** ***** ******* *****.

*** ***** requested in his desired settlement to be able to purchase the original vehicle he came in for and for CarMax to discount the price by $1500.00.

*** ***** mentioned in the complaint that he is currently in the middle of a Chapter 13 bankruptcy.  *** ***** had found a vehicle that he was interested in.  CarMax advised *** ***** that he would need to provide a Letter to Incur Debt from Trustee in order to move forward with the purchase of the vehicle.  *** ***** communicated with CarMax on three different occasions that he would be coming in to provide the documentation.  *** ***** failed to provide the documentation. Therefore, CarMax deleted the order on or about April 23, 2014 making it available for sale.  Vehicle transferred to another CarMax location to be sold.

CarMax received *** ***** Letter to Incur Debt from Trustee on or about April 28, 2014.  At this time CarMax began assisting *** ***** with searching for a vehicle.

*** ***** purchased a **** *** ***** (the “Vehicle”), VIN *****************, at the CarMax store located in Omaha, Nebraska (“CarMax”), on or about May 12, 2014.

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,

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

Analyst, Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 feel this has not resolved my issue in the least bit. I had to put on full coverage on said truck per (Car Max) per **** **********) and found out they had it sold with in a couple of days. So to put it on full coverage I had to put a chunk done on insurance. And I did not even know who was driving the truck I insured....As they stated it went across state line. being a (felony) I did not know that....So I had money in the truck and did not receive the truck.  I think this is insurance fraud. when I had talked to my insurance agent, he stated with out a doubt my full coverage i had on my ****** would have allowed me to test drive anything I wanted.  So if they can't help with my issue. i would like to give them a F as a report....Again I thought it was insurance fraud and so did my agent.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/27/2014 Advertising/Sales Issues
5/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 04-15-2014, I went into CarMax Ontario, Ca not looking to sell my **** ***** *****, but just wanted to look around. I informed the sales person that I wanted to browse the vehicles because I would eventually want to get a bigger luxury vehicle possibly a luxury suv for my Mother as a Mother's Day present. On the lot I saw a ******* ********* that I had really liked got to test drive the suv and decieded to go ahead and start the trade/purchase process. Before any paperwork was printed up, they took the ********* to get washed, meanwhile I continued to walk the lot and saw a beautiful **** *** ***** in my price range and told the sale rep that I would prefer this vehicle instead of the *********. I was told to go inside so they could swap out the info on the paperwork and get some additional information from me. At this time I said I wanted to test drive the vehicle and was denied. They said the *** is already getting a carwash and being prepped. Now I was under the impression that I was selling CarMax my perfectly working/ excellent condition ***** for a working ***. Signed paperwork, drove the vehicle home (Vehicle only had 3/4 tank of fuel in it). When I got home I noticed that key front marker lights were burnt out and the daytime running lights were not working and the passenger airbag malfunction light was on. I called CarMax the very next day to express my issues that I was having but they would not schedule an appointment for me to come in immediately, instead scheduled me to come in over a week later for 04-23-2014. Well outside of their "5 day return policy", figures. During this time my mother had been driving the vehicle getting acquainted with her new vehicle, went to fill up the tank and while on the freeway, the vehicle completely shuts off on her without any warning. I called CarMax again and told them that was the last straw, this vehicle is unsafe and unreliable and I want my ***** back. I was told that they could not get my ***** back. So I gave you a perfectly taken care of vehicle with dealership backed info of all service performed and you give me one that shuts down unexpectedly. I thought only 1 in 5 vehicles pass their "rigorous 120 point" inspection and only the finest quality vehicles are put on the lot. (So says the website and tv ads and radio ads) Now this *** has been with CarMax since the appointment on 04-23-2014 and multiple engine and transmission issues have been found. I was given a loaner, but one that is no where near equivalent the vehicle I traded in, or bought, or to the other vehicles in my driveway. I gave up a luxury sedan with the highest safety rating to be put in a ******* for a loaner. Today is 05-07-2014 and I'm still in this unsafe CHEAP vehicle. I WANT MY ***** BACK AND WILL NEVER DO BUSSINESS WITH CARMAX EVER AGAIN or allow any of my family members and friends to do business with them.

Desired Settlement: I want CarMax to find my ***** and give it back to me. I want this month long ordeal to be over with so I can just go straight to ***** and can deal with a company that I know and trust that has quality vehicles. CARMAX FIND MY ***** AND GIVE IT BACK!!!!

Business Response:

May 23rd, 2014

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

Better Business Bureau

701 East Franklin Street

Richmond, Virginia 23219

RE: *** ****** ******

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ****** ****** regarding the *** purchased from the CarMax of Ontario, California (“CarMax”) on April 22nd, 2014.  In his complaint, *** ****** shares his frustrations with the mechanical concerns with the ***.  Due to his frustrations, *** ****** is requesting that CarMax allow him to return the *** and take back his trade vehicle.

CarMax’s records indicate that *** ****** was able to return the *** and that he chose to purchase a different vehicle from CarMax.  CarMax considers this complaint resolved.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

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

Analyst, 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: April 4th I've purchased the **** ********** ****** from Carmax in ******* **. On the way home driving on the expressway I've notice a few issues on the vehicle that made me dislike the vehicle. Every time I hit the brakes from high speeds the car would shake, the acceleration hesitates, the outdoor noise is loud hard to conversation from speakers in vehicle driving on the expressway. I've called the salesman twice on the fifth day to exchange the car and report the issues with the car, left messages. The salesman called me four days later stating he was on vacation sorry its too late to exchange but we can fix the car at any Carmax. I took the car to the ****** **** store and the found and fix the trouble with the breaking, bad rotors. I was still not satisfied with the overall performance and handling with the vehicle. I even tried to trade it in with two other dealerships but the car is not showing up on my credit report its too early, plus the negative will be too high. They told me Carmax could of extended the guarantee exchange since it was trouble with the car and do it before 30 days. I've called ********* **** for any suggestions they told me that Carmax and do a "unwind" financing and put me in another vehicle. I've called Carmax again spoke with the manager requesting for the unwind and the exchange again Carmax has refused. He stated I've should of just brought the car in. I've called first because I'm driving from a long distance making sure the salesman was there! This is not fair!

Desired Settlement: I want to exchange the vehicle

Business Response:

May 16, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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

Dear *** ****:

I am in receipt of the complaint that was filed by *** ******* **************, on April 30, 2014, regarding a **** ********** ****** (the “Vehicle”), VIN *****************, that was purchased from CarMax in Glencoe, Illinois (“CarMax”) on or about April 5, 2014. 

CarMax in Glencoe was not aware of *** *************** dissatisfaction with the Vehicle until receipt of this complaint.  As a gesture of goodwill, *** ************** may exchange the ******* ******* ** *** ***** ******* ********.  If she wishes to exchange the Vehicle, she is may contact *** ******, Location General Manager at ************, extension 3000 within 5 days of receipt of this response.

CarMax appreciates the opportunity to respond to this complaint.  If you have any questions, please contact me directly at ***** ******** extension ****.

Sincerely,

***** *****

Sr. Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My car was towed to CarMax in Laurel, Maryland on Thursday 3/13/14. It was looked at on Friday, 3/14/14. ******* called me to inform me that the mechanic said that it was the fuel pump that needed to be replaced per the diagnostic test. I told him that it was ok to work on the car and he stated that it was covered under my ******* ******** ******* ****, so my co-pay would be $250.00. Then I received a call a little later during the day by ******* stating that after further inspection of the car the mechanic noticed that I needed my spark plugs replaced, so I had them replaced. I picked up my car, and my car felt like it was going to cut off. So, I had them to look at the car again. The mechanic said that I needed an oil change, because it had 3 quarts to much oil, and that I needed my spark plugs replaced because they were filled with oil. The manger ****** made me pay for the spark plugs again because they were covered with oil. I argued that I shouldn't have to pay for them again because they were just replaced, and he said that I still had to pay for them plus the oil change. I told him the ***** **** checked the oil levels and that they were fine, I said that if it was ***** **** that put to much oil in the car that CarMax would've seen it the first time that they replaced the spark plugs. I paid for that bill. I picked up the car and drove it then the service engine soon light came on. I took the car back and I asked for a different mechanic to look at my car. The results were code *****. ******* told me that the code meant that I needed a catalyst converter, and my O2 sensors needed to be replaced. He said that the cost to repair the car would be $2200. I told him that CarMax should pay for the repair because I didn't have this code on my car when I brought it in. ****** told me that it was due to the oil levels being to high. I tried to argue that if it was to high then they would've detected that when they replaced the spark plugs the first time. Order_Number: *******

Desired Settlement: DesiredSettlementID: Other (requires explanation) I think that CarMax should fix my car at no cost to me due to a mechanic's negligence to repair my car properly.

Business Response:

May 9th, 2014

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

Better Business Bureau

701 East Franklin Street

Richmond, Virginia 23219

RE: *** ****** ******

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ****** ****** regarding the Vehicle purchased from the CarMax of Laurel, Maryland (“CarMax”) on or about July 19th, 2013.  In her complaint, *** ****** shares her frustrations with the on-going repair concerns with the Vehicle.  Due to her frustrations, *** ****** is requesting that CarMax complete the current repair needs at no cost to her.

CarMax recognizes *** ******* frustrations, however the current repair needs were not caused by the previous repairs completed by CarMax and are outside of CarMax’s control.  However, as a gesture of goodwill, CarMax has offered to pay ***** ******* of the current repair needs mentioned in the complaint in an effort to assist *** ******.

*** ****** is invited to contact the Service Manager of CarMax (************ x****) if she chooses to accept the offer.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

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

Analyst, CarMax

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

As I stated before in my complaint. The mechanic that worked on my car DID not do a good job at detecting and fixing the problem. After the third issue my service engine light coming on. I asked for another mechanic. I spoke to several other mechanics, and they all stated the same thing that IF there was oil overage on the spark plugs the first time that they would've seen that. But, he saw it after I bought the car back to him after he claimed that my car was fixed, and it wasn't because when I got into the car it felt like it was going to break down. I appreciate the offer of CarMax paying half, but I don't think that I should be responsible for something that wasn't my fault. I'm not happy with CarMax, and I would NEVER recommend buying or servicing a car with them. Now, I have a car with a car note plus 2600 worth of repairs due to a inexperienced mechanic.

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/19/2014 Problems with Product/Service | Complaint Details Unavailable
5/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to Carmax in Henderson to purchase a car almost 2 years ago. It was not disclosed to me that the car had been in an accident and is currently in the middle of a lease. My mother, my cosigner and I asked if the car had any body damage or any other issues that we needed to be aware of. A few months ago one of my struts went out on my car and the CarMax Warranty company refused to cover the repair stating that it was due to a pre-existing condition due to an accident. I have never been in an accident in this car. I looked up the ******, which CarMax admitted that they use and an accident was listed prior to even CarMax owning it. On the freeway a few weeks ago, my car fell apart on the freeway due to this and nearly injured me and other drivers. I spoke with Corporate and the Henderson CarMax store. Corporate has reported to me that not only is the store not taking responsibility for their dishonesty which has led to this, but is also trying to place the blame on me. Carmax guarantees a full inspection yet mechanics have uncovered bent struts and rubber proxy on my car which would have been discovered had they truly done a full inspection as they stated. I have missed days of work due to not having a vehicle and would like this matter not only resolved but it be ensured that in the future that they practice better dealer techniques and that the Corporation gain more insight and control over their stores across the United States. I spoke to Service Manager ****** on March 25, and he reviewed what had been inspected which did not include the struts or suspension on the car. I questioned whether a full inspection had been completed on the car. I spoke to Sales Manager *** afterwards and asked what resolution was CarMax willing to come up with to resolve this issue. The Sales and Service department both tried to place blame on the other departments without any resolution. I contacted ******* ******** at the Corporate office on March 27, 2014. She offered to have the vehicle traded-in and a refund of the ******* warranty. On April 2nd, she reported that CarMax Henderson refused to take responsibility for the incident and that they had proof that it was not their liability even though they did not fully disclose everything about the car.

Desired Settlement: My desired outcome is for Carmax to redeem some of the monetary value I have lost due to this incident. The ***** **** **** value of the car is $3724, I paid $400 out of pocket for my strut on the right side that the warranty should have covered, $960 which is the amount left for the warranty on the car and $500 for the down payment of the car. The total amount I should receive is $5,584. I want them to also take the car back and pay off my loan. I am no longer considering a trade in with this company because of their dishonesty and due to the incident on the freeway (described above) which is a huge matter of public safety. I also would like an apology as well due to the nature of this incident and in the future for this dealership to ensure that full disclosures are made on all of their vehicles.

Business Response:

April 23, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID *******

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

Dear *** ****:

I am in receipt of the complaint that was filed by *** ******* ******* on April 7, 2014, regarding a **** ******* ******* (the “Vehicle”), VIN *****************, that was purchased from CarMax in Henderson, Nevada (“CarMax”) on or about June 25, 2012. 

CarMax completed a 125 Point Inspection on the Vehicle on or about June 19, 2012, before *** ****** purchased the Vehicle.  CarMax has reviewed the 125 Point Inspection with *** ****** and verified that a complete inspection was accomplished.  CarMax does not have any record of service for the Vehicle after *** ****** purchased the Vehicle. 

CarMax offers an ********* vehicle history report on all of our used vehicles.  *** ****** would have been offered a copy of the ********* vehicle history report during the sales process.  Additionally, all of our used vehicles have a copy of the ********* report on CarMax.com for all of our customers to view.    

If *** ****** desires to sell the Vehicle to CarMax, she can bring it to any CarMax location for a free appraisal offer.  If *** ****** would like to cancel her ******* ******** ******* **** (“***”) for a prorated refund, she may contact the business office at the Henderson location at *************.  *** ****** may contact *** ******** ******** *********** at ************* with any questions about coverage or claims on her ***. 

CarMax remains committed to assisting with repair needs under the terms of *** ******** ***.  *** ****** is welcome to phone the store directly for further assistance in scheduling an appointment.

CarMax appreciates the opportunity to respond to this complaint.  However, CarMax is declining the settlement requested as set forth in the complaint.  If you have any questions, please contact me directly at ***** ******** extension ****.

Sincerely,

***** *****

Sr. Analyst, Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

Hi,
I want to get rid of the car but I do have a conflict with many of the claims that Carmax provided. I have a witness that signed and reviewed documents given to me. A plain and generic certificate was given to me stating what is inspected on all cars but never reviewed. The information for the car was not on the website because the Henderson Carmax had just received the car before I bought it. The representative for the company is stating what should happen, not what actually occurred the day of, which is why I am in this situation. I accept that they do not want to pay the severance that is rightfully owed to me, however, I do not appreciate claims being made that are false on their part.
 
The repairs in regards to the *** were challenged by the warranty company as being prior existing and would not be covered by Carmax. I have the warranty paperwork that states no exceptions yet the warranty company rejected it based on what was found. 
 
Please advise as I do want to move forward and would also like them to engage in better and more honest business practices.
 
******* ******
************

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I purchased a vehicle from Carmax and they stated that they do over a 150 point inspection before putting the car out for sale. That is not possible if I drive away with the vehicle and not even a week later the clock, radio, speakers, and the breaks are squeaking and terrible to the point where you have to pump the breaks. In addition, when going to fill up the gas tank the tank will not fill up. After bringing the car back to Carmax we further found out the fuel pump was flipped. How could that pass their inspection? Moreover, not even three months later we are bringing the car back to fix more issues. In just 11 and 1/2 months we paid to have the breaks fixed three times and the rotors still do not work properly. In addition, to getting the spark plugs, all motor mounts, the radiator, alternator belt, timing belt and more FIXED! Carmax originally told us they would fix our motor mounts because it was covered under their auto care that we paid for. We take the car in and they turn around and say they can't fix that issue. So then we pay them the $150 and then take the car to another shop. This additionally happened with the alternator and timing belt. They told us it was covered under our warranty auto care and then they turn around and said it wasn't. We then again had to take to another shop to fix carmax's issues. We recently had a problem with Carmax not deducting our down payment. However, they did resolve that issue after A YEAR! Carmax has not provided us with the car that they told us. If they did the inspection they would have seen these problems. They have not been fair from the start.

Desired Settlement: In all fairness, I believe Carmax should write a reimbursement check for all the shop costs, rental car costs and fees that my wife and I have had to pay. This has been Carmax's fault from the start and they should have to fix what they have done.

Business Response:

May 5th, 2014

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

Better Business Bureau

701 East Franklin Street

Richmond, Virginia 23219

RE: *** **** *******

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** **** ******* regarding the Vehicle purchased from the CarMax of Henderson, Nevada (“CarMax”) on December 27th, 2012.  In his complaint, *** ******* shares his frustrations with the cost and amount of needed repairs to the Vehicle within the timeframe he has owned it.  Due to his frustrations, *** ******* is requesting that CarMax reimburse him and his wife all expenses they have paid associated with the repairs to the Vehicle.

CarMax’s repair history indicates the following:

  • On or about January 15th, 2013, CarMax repaired a brake concern, a radio and cd player  concern, and an issue with pumping fuel into the Vehicle under CarMax’s Limited 30-Day Warranty

  • On or about April 3rd, 2013, CarMax diagnosed a check engine light concern and a drivability concern associated with the check engine light concern.  CarMax did not complete the recommended repairs at this time.  However, CarMax did complete a recommended maintenance service during this repair visit.

  • On or about April 25th, 2013, CarMax did repair a motor mount concern and replaced the valve covers on the Vehicle under the ******* ******** ******* **** guidelines.

CarMax Management was unaware of any additional concerns prior to receipt of this complaint.  *** ******* is invited to contact the Service Manager of CarMax (************ x****) to discuss the additional concerns listed in his complaint and determine if any options are available to assist. Thank you for providing CarMax an opportunity to respond.

Sincerely,

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

Analyst, CarMax

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 states they were "unaware" of further issues. I and along with my wife contacted management and made complaints about the errors CarMax made. We made complaints multiple times and they are not wanting or willing to do anything.


Regards,

**** *******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Before purchasing the car the question was asked in no uncertain terms was the car ever in ANY ACCIDENT at any time . I was assured by the salesman that it was "NEVER in any accident at any time. " Two or three months later I had the car appraised by Carmax just to find out the car had been a major accident and this information was not disclosed to me after I asked for that information nor was this information given to me at the time of closing .

Desired Settlement: I would like my down payment back and return the car.

Business Response:

                                                                        May 2, 2014

Via Electronic Mail

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re:  ****** *****

Dear *** ****:

     I am writing in response to your letter which forwarded the complaint of *** *****.

     On March 6, 2013 *** ***** purchased a **** ******** **** *** *******, VIN ***************** (the ”Vehicle”) from Carmax in Chattanooga, Tennessee.  In *** ***** desired settlement she would like her down payment returned and return the car due to it being in a accident prior to her purchase.

     The vehicle had one accident prior to purchase and one accident while they owned the vehicle.  Since purchase 20,000 miles have been put on the vehicle.

     Purchase price *** ***** paid was $20,998.  CarMax appraised the vehicle at $18,000.  No information in ********* or ****** indicate the severity of the accident.  Our reconditioning history shows we repaired the rear bumper to CarMax standards.  CarMax does sell vehicles that have been in minor accidents.  CarMax does not sell vehicles that have frame damage.  CarMax will not return the vehicle.  We will appraise the vehicle.

     If you have any questions, please contact me at ***** ********. Extension ****.  Thank you for providing CarMax with an opportunity to respond.   

Sincerely,

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

Sr. Analyst Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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'm not pleased with the offer. Carmax is lying because the accident was never disclosed and I was never given a copy of the accident report even after asking for one stating that " IF THIS CAR HAS EVER BEEN IN ANY ACCIDENT AT ALL I DO NOT WANT IT" and the salesman assured me that it " the car has a clean *** ***." Only after I went to trade it did I find out about the accident which prevented me from getting into the car I wanted specifically because of the " accident that happened in New York." I did pay $20,000 plus a $3,000 downplay meant so Carmax lied when they said that I only paid $20,000 . I paid $3,000 cash!!!!! According to the law because I asked for the ****** and also asked specifically about accidents associated with this car prior to purchasing it I am absolutely entitled to not only my down payment but also every dime that I put into this car from the very beginning ! How do I know this info? The guy at dealership where I was intending to trade this van at told me that he himself had to personally write out a check because he forgot to provide a customer a copy of the ****** . I will not accept Carmax offer because they know that they 100% in the wrong and they know it! They want me to give them my car plus my downpayment and be left with nothing . As ***** ****** says NO DEAL! 


Regards,

****** *****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3/27 Carmax Laurel sold me a new **** ***** that, per VIN no. in ****** ** database already had a recall date of 2/12/2014 active against the vehicle sold. No notice was provided to customer, even tho active recall began on 3/21, 6 days prior to sale. Recall on vehicle only learned about, by accident, after sale, and both salesman and dealer denied any prior knowledge. Took 6 days of fighting over the phone with dealer and natl. company to get vehicle fixed before being driven on a long trip. Dealer refused to slot an appt. but also refused to provide loaner car or $ to get a rental to make up for day's loss of new car use. No apology rendered by dealer. Product_Or_Service: **** ****** ***** Order_Number: ****** Account_Number: Stock # ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) A financial settlement of at least $100, to cover cost of rental car and time lost trying to get defect replaced on a new vehicle that never should have left the lot. Personal work-time lost. The software repair would have cost the dealer nothing (****** ** covers the $65 cost)!

Business Response:

May 5, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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


Dear *** ****:

I am in receipt of the complaint filed by *** ******* *********** on April 4, 2014 regarding a **** ****** ***** (the “Vehicle”), VIN*****************, that was purchased at the CarMax store located in Laurel, Maryland (“CarMax”), on or about March 27, 2014.  *** *********** requested a refund in the amount of $100 to cover his rental cost and loss of his personal time in his desired settlement.

*** *********** shares in the complaint his frustrations of an active recall prior to his purchase.  CarMax has taken care of the recall.  In addition, CarMax Senior Management Team has been in contact with *** ***********.  During the conversation *** *********** shared that he would like for CarMax to assist with one of his local charities.

CarMax of ****** ****** ****** ********** **** is working on getting several CarMax Cares Events in June together for *** *********** as a gesture of goodwill.  *** *********** accepted this resolution.

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,

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

Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a vehicle on February 14, 2014 from Carmax. We found minor things wrong and asked that they be fixed and they were. However our check engine light came on a few weeks later so we asked for an itemized list of what was done to the truck before we purchased it. The things we had to take the truck back in for were stated that they were already fixed according to Carmax records. That same day our power steering pump hose came disconnected and we had to take the vehicle to a dealer to get repaired. It stated in the paperwork from Carmax that the power steering was checked and/or replaced. However they failed to tighten the hose resulting in a charge of $130.00 plus a renatal car for a total of $160.00. The following week I was out of town and my change oil light came on so I took the vehicle in to get it changed ant they gave me a statement in writing that our oil level was a full quart more than should have been in there. Which could have resulted in serious engie damage. We also ordered a turn signal light from them which they decided we apperantly did not need right away so they installed on another vehicle. My husband called last week and we were able to get the part. We have called them to try and figure out how to resolve all issues and have not been given any satisfactory resposne and my husband was told by the service manager **** that if he claimed they were not doing things correctly or with cheap products he would no longer continue to talk to us.

Desired Settlement: I would like to be reimbursed for the power steering hose repair and rental car for a total of $160.00 and I would also like to be reimbursed for the oil change of $95.00.

Business Response:

                                                                            May 6, 2014

Via Electronic Mail

***** ****

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia 23236

Re:  ***** ***********

     I am writing in response to your letter which forwarded the complaint of *** ***** ***********.

     On February 14, 2014 *** *********** purchased a **** ***** *** ****, VIN ***************** (the “Vehicle”) from CarMax in Colorado Springs, Colorado.  In her desired settlement *** *********** stated she would like to be reimbursed for the power steering hose repair and rental car for a total of $****** and also the oil change of $*****.

     The vehicle was taken to a dealer for a disconnected power steering pump hose to be repaired.  The change oil light came on and *** *********** had the oil changed. 

     CarMax is refunding the power steering hose repair and rental of $****** and the oil change of $*****.  CarMax considers the issue to be resolved.

     If you have any questions, please contact me at ***** ********, extension ****.  Thank you for providing CarMax with an opportunity to respond.

Sincerely,

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

Sr. Analyst Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase a black *** ***** and after 5 minutes or less of driving this car away from their parking lot the check engine light come on and i contact the sales person and i was told not to worried about it that they do maintenance in their cars and they probably forgot to reset the light. i was told to take it in so they can reset it, i did and they found issues with the engine, they had the car for two months and finally i got it back , a week or less later check engine light was back on , call them back, took car back in for repairs and they had the car for two weeks , after driving the car for a week or less check engine light was back on again . (i had other issues with warning lights on way to many to mention) at this time i was not happy anymore , this car has giving me more problems then any other car i ever own. this people don't know how to fix *** and now that i contact carmax to return the car they don't have the time for me they are to busy and of course they say i own the car and is nothing they can do about it... i purchase a *** ***** to have a peace of mind that i will be driving with no worries plus i purchase the extended warranty so if anything went wrong i didn't have to worried about expensive repairs and instead i been driving this car thinking that at any time is going to brake down and every day something is going to go wrong. but this car was giving to me with issues i did not created the issues, carmax should take it back or replace it with one without issues.

Business Response:

                                                                                                            May 5, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ****** *****

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ****** *****. On November 11, 2013 *** ***** purchased a **** *** ***, VIN ***************** (the “Vehicle”), from the CarMax of Buena Park, CA.  In his complaint, *** ***** is requesting CarMax to take this vehicle or replace it with a vehicle with no issues. 

On December 19, 2013, *** ***** brought the Vehicle in for several repairs.  CarMax had the Vehicle for approximately four weeks and was able to validate seven of *** ***** concerns.  All of the repair needs that were validated were repaired.

In March 2014, *** ***** did contact CarMax again about a check engine light being on again.  CarMax discovered that *** ***** had an accident.  As the light was a result of damage to the Vehicle, he would be responsible for the repairs. 

CarMax has made many attempts to contact *** ***** about the Vehicle.  CarMax had offered to appraise the Vehicle for *** *****.  Recently, CarMax did finally speak to *** *****, and he stated that he was no longer needing assistance with the Vehicle. 

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a **** *** **** **** *** 6 with 22k miles. I purchased the truck from CarMax in rolieghy nc. After having the truck for less than 1 week the service transmission light cam on so I took it to the Fayetteville nc CarMax dealer. they sent the truck to a different dealer because it was under factory warranty.It was diagnosed that the transmission was bad. It took almost three weeks to get the new transmission in, they didn't order the transmission control modduale (tcm) with the transmission so that took another week to come in. I was told that I would get my truck back once that came in. once it did come in they noticed that a sensor for the transmission was bad so that got orderd, a week later it came in and they said that I would have my truck as soon as the sensor came in. After receiving the sensor they installed it and found out they caused the new tcm to go bad. It has been over 1 month I made a payment for a truck I do not have. I sold my old truck so I could have a better one. I cant haul my boat, I had to pay to get gravel delliverd because my truck is broken, I cut trees down and haul wood for my fire place, I have had to pay to get it hauled to my house. Every week I have to leave early or miss lunch to go to the dealer. I shouldn't have to pay for a truck I didn't have but if I didn't it would have effected my credit not the dealer. I notified the company headquarters in VA and the lady I spoke with said the Fayetteville and Raleigh dealer managers would call me. So far they haven't called me. I wont this matter taken care of, and I should be compensated for my time and money I spent. Product_Or_Service: *****

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want to be reimbursed for the truck payment and the money I am out for having to miss work along with paying to get gravel deliverd and the wood.

Business Response:

 

29 April 2014

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

Re:      ***** ***, Complaint #********

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from ***** *** regarding the Vehicle purchased from CarMax of Fayetteville on 22 February 2014.  In his complaint, *** *** requests reimbursement of his payment and expenses incurred as a result of repair delays.

As *** *** relates in his complaint, there were delays incurred at the ***** dealer in repairing the Vehicle under the terms of the manufacturer’s warranty.  While *** *** was provided the use of a loaner vehicle during this time, CarMax management recognizes the inconvenience that he experienced.  As a gesture of good will, CarMax extended the offer of ***** *** *******.  CarMax declines to provide additional relief.

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

Sincerely,

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

CarMax Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February 27th, 2014 I purchased a **** ***** ******* from CarMax in Knoxville, TN. The **** ******* I thought I was buying turned out to be a completely different charger, none of the features were the same. I noticed that the window trim was cracked, and in some places completely cracked. No big issues there right?! When I took the car to get window tint, the guy who tinted the windows informed me that there was, in fact, window tint on the car before and that it had been removed improperly causing him not to be able to do a proper tint job on the window. Then a week, maybe two, after I brought the car home the check engine light came on, and I started hearing a "ticking" (and at the time what I thought was a grinding) noise. I called the dealership, and at first, got nowhere. I then called corporate and told corporate about the issues that I found with the car. Corporate contacted a sales manager by the name of ***** . ***** called me and told me to just bring the car back up to the dealership and they would fix it no problem, but since the car was out of the 5 day guaranteed warranty I could exchange the car or get a refund. Trip #1 for service - I took the car back to the dealership. *******, who works in service, met me outside when I pulled up and we went over what was wrong with the car. ******* heard the ticking noise, but not the grinding noise, and he did see where the window trim was cracked and broken. He looked at the window tint and just pretty much flat out told me that it was a bad tinting job and that CarMax would not pay to have the tint taken off and put back on (even though this was not my mistake). Keep in mind ***** had already told me that this would all be taken care of no problem. I sat at CarMax maybe an hour and a half, close to two, when ******* came out and told me that they were going to have to get me in a "loaner" vehicle due to the fact they didn't have time to try and get a diagnosis on my vehicle that day. With pretty much no choice, I took the loaner vehicle, which they put on my insurance instead of theirs. ******* called me within a day or two and told me that the ticking noise was something in the transmission, and since the car was still covered under the manufacturer's warranty, they were going to send it to their ***** dealership. By the time they sent it to the ***** dealership, they did have the window trim fixed. I called ***** to touch bases with him and to be sure I wasn't going to be charged for having the "loaner" car since it was going to be longer than expected. Several days went by and ******* finally called and told me that the dealership had my car fixed and that I could come pick it up. When I arrived to pick up my car, ******* gave me all the paperwork that showed what was serviced on the car and sent me on my way. When I got in my car and started it up I still heard what sounded like a grinding noise, and when I closed the door the door panel flopped loosely. I went back in and asked ******* to come out, so that I could show him the issues I found. he did see the door panel easily, that wasn't hard to miss. Then I started the car and he said he didn't hear the grinding noise even though I was pointing out the "pattern" it was grinding in. ******* went and got a manager and showed him the door. The manager said that it was a clip on the inside of the door panel that was broken, and for me to take it to my local ***** dealership and let them fix it and CarMax would take care of the bill. ******* also told me to let them listen for the "grinding" noise that I was hearing to see if they heard it. I made an appointment with *************** for them to inspect the car. When I took the car to ***************, they told me that the clips inside the door panel couldn't just be ordered separately and that the whole panel had to be replaced, costing $799 for parts only. Turned out the "grinding" noise, that I was hearing, is the transmission humming, which *************** said is normal. I, then, called ******* to inform him of ***************** findings. ******* said that CarMax would rather order the clips and would be able to fix it much cheaper, which let me know right then that they were going to rig my car up since a ***** dealership said those clips weren't sold separately. Trip #2 for service - I called before going up to Knoxville and ******* said that he would have me another "loaner" car ready when I got there. On my way up there, I noticed that the rear windshield heated defrost doesn't work. When I went inside to give ******* my car key, I simply asked him how long would I have to wait cause I was pressed for time. He got nasty and stated that I could take the smaller car if I was in that big of a rush (I had to have a vehicle big enough for 3 car seats). At this point, I am over all of the issues with CarMax. None of the times I went up there did I get to speak with the original sales manager, *****, that I had spoken to at first. I requested to speak with ***** to see what alternatives I had. He was very adamant about not refunding my money or trading the cars. He said the only thing that he would be willing to do is an appraisal on the vehicle and them giving me what it was worth back. I didn't have time to deal with that, so I left and, again, called corporate. By this time I am very irate because I just bought a car a little over a month ago and it has already had TRANSMISSION issues and these people had the nerve to act as if it was my fault that none of the warning signs occurred within 5 days of me purchasing the vehicle. I talked to ****** at CarMax Corporate and he assured me that this situation could be resolved. He contacted the General Manager (***) CarMax in Knoxville. *** contacted me on a Monday and I gave him a run down of EVERYTHING that had happened. Pretty the only options they were giving me was to bring my car up there and let them do an appraisal and they could either refund me my money, except taxes and interest, and have no car, or they would refund me my money, except taxes and interest, and my down payment could transfer to another vehicle BUT I would have to refinance. My other option is to keep this raggedly car that they sold me!!!! Which landed me here, filing a complaint. Right is right, wrong is wrong.

Desired Settlement: All I ask for is a vehicle that is guaranteed to work. Of course, no one in their right mind would have purchased a vehicle that they knew had transmission issues to begin with. I just want to switch the vehicle out for another charger that has no issues. I, now, do not trust the vehicle that they sold me since the transmission was the first thing that had to be repaired within a month that I bought it. Just a no hassle exchange for a car that has no issues is all that I ask.

Business Response:

21 April 2014

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

Re:      ***** ******, Complaint #********

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ******, who purchased the above referenced Vehicle from CarMax of Knoxville, Tennessee (“CarMax”) on 27 February, 2014.  In her complaint, *** ****** requests a vehicle that is “guaranteed to work,” citing issues with the transmission in the Vehicle and the need for repairs within the first month of ownership.  She requests the opportunity to exchange the Vehicle.

A review of CarMax’s records indicates a concern with window trim and panel clips, issues that were addressed at CarMax on or about 10 April, 2014.  Additionally, CarMax addressed an issue with the tire pressure monitoring system by reprogramming sensors on or about 27 March, 2014, and partnered with a local ***** dealer to look into *** ******* report of engine valvetrain noise.  The dealer was unable to verify any repairable issue with the engine.  There is nothing documented in CarMax’s records concerning a transmission issue of any kind.  As the Vehicle is still covered under the manufacturer’s powertrain warranty, any concern with the transmission may be addressed directly with a ***** or ******** dealer.

As the Vehicle is well outside the 5-Day Money-Back Guarantee at this time, CarMax is unable to exchange it for another.  However, if she so wishes, *** ****** may request an appraisal of the Vehicle at any time, and is welcome to explore options that she may have for selling it to CarMax and purchasing another.

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

Sincerely,

******** *********
CarMax Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 do, in fact, have paperwork proving that there was an issue with the transmission, that was have to me from CarMax. I also think it would be fair that CarMax make the first payment since they had the car "servicing" it longer than I had it. There are still numerous things wrong with the car but I don't want to keep driving to knoxville wasting my time, gas and money on issues that shouldn't even be happening. Now, there is a old thump when I press the brake. Never happened until I got it back from the service department. I don't think it's fair that they use the "5 day guarantee" when naturally some signs aren't picked up on. It's not my fault they sold me a lemon vehicle and I didn't see the signs until after the "5 days". I shouldn't have to finance another vehicle when they can easily swap the vehicles out!! I thought that was customer service. If this is the way they do business, I'm surprised they are still in business. 

Regards,

***** ******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am the owner of a ***** **** ******** ***** ***. I originally purchased the car from Car Max in 2010 (pre owned) and the car was financed through Car Max finance. When I purchased the vehicle I decided to purchase an extended warranty just in case something would happen mechanically during the life of the car. I did not want to have an expense for mechanical problems that I would not be able to afford. The car has undergone a lot of warranty maintenance during the time I have been the owner. At all times I have taken the vehicle to Car Max service in ******* ***** which I local to where I live. About 4 weeks ago I had cause to take the vehicle into Car Max as there was a knocking noise coming from an area of the car that gave me cause for concern. Car Max accepted the car for service but tried to locate the problem without success. They decided to send the car to **** ****** a ** ******** dealer for further inspection and diagnosis In ***** ***** *******. By this time Car Max had possession and control of my car for nearly 4 weeks, but in fairness did provide me with a loaner vehicle as we are a one car family. I received a call from the service advisor informing me that the car was going to be moved to a ******** dealer in ***** ***** for further investigation. **** ******, according to the service record had completed the work on February 28 but the vehicle remained at **** ******s lot awaiting collection by Car Max. Car Max service department called me every day to provide me with updates on the car which amounted to nothing more than no useful information. I was not too concerned initially, as I did have alternative transportation, but did want my car back especially as they did have the car for nearly one month. My husband and I went on a short vacation to ****** on March 3, 2014. On the morning of March 6 at 7.00 AM, Pacific Time we were asleep in our hotel when my husband received a call from the **** **** ***** sheriffs deputy. He informed my husband that our car was found abandoned in **** ***** outside and known crack house, and the car was severely damage and had been vandalized. At first, my husband told the deputy that it was not possible as the car was with Car Max for a mechanical issue. After much explanation we realized that the car was mine, and was obviously stolen from either Car Max or the ******** dealer ( **** ****** ) where the car was being examined. According to the officer, he informed us that the dealer was unaware that the car was missing until the police informed them of the situation. What had taken place according to varying accounts from Police and other people from Car Max; the car was driven through a brick wall at the dealership and taken for a possible joy ride. Then the car was trashed inside and outside and was not drivable. When we called Car Max at ******* ***** they were unaware of the theft and anything that remotely related to the incident. They then called **** ****** ******** and the story became much clearer. I communicated with Car Max corporate and they would not provide much comfort and even the police informed me that they could not get any cooperation from the Car Max branch at ******* *****, and the officer assigned to the case said that no one would respond to his phone calls for towing assistance. Eventually, I spoke again to the corporate office response team and a representative told me that they would try to find out how all this could have happened, but would not commit to anything about how we would be treated or dealt with in respect of this tragic event. I had made several calls to the corporate office requesting some kind of information and to see what they were prepared to do in order to assist us in this debacle. They were very evasive and had no appetite to want to help us and finally after more than 4 calls they did not respond further.On Friday March 7 and after making a police report to a very unhelpful police officer at ***** ***** Police department, we received a call from ********* ********* who are the insurance carriers for Car Max. They were rude and condescending, verbally aggressive and extremely argumentative. The agent told us that it was now an insurance problem and Car Max were in no way responsible even though the vehicle was entrusted to them; the blame was then transferred towards **** ****** in ***** *****. We understood that the car was passed on to **** ****** through Car Max and the fault in respect of the security of our car was placed in their hands. However, we originally dealt with Car Max service and we were not entrusting the car to another dealer as our service appointment and warranty agreement was with Car Max. Car Max took it upon themselves to send the car to another service vendor, but any reports on the status of the car came at all times from Car Max. We had no communications with **** ****** ever regarding the maintenance issues as it would not have been our business to do so. Car Max insurers told us that Car Max was not in any way responsible for the loss because they sent the vehicle to another dealer. The insurance agent went on to say that Car Max was out of the picture and we would be dealing with **********. We know that that the car will not be able to be repaired, and even if it was repairable, the vehicle would not be the same and it would have a negative Car Fax report if we ever wanted to sell or trade the vehicle. The car was financed with Car Max finance and the value of the car is now much less than what we owe on the vehicle loan. If we were to receive a check for fair market value we will end up owing the finance company additional money and be without a car that we never intended on selling in the first place. We are the victims of a crime of vandalism which is obvious to anyone, but we are also the victims of a situation that will render us without a vehicle for something that we were not responsible for, and Car Max have washed their hands of us and the situati

Desired Settlement: As the vehicle is a total loss and we are still left owing a debt to the Finance Company. I need my loan paid off. I need Car Max or **** ****** to give me a car equivalent to the car that was stolen without having to finance a vehicle. Also provide me a free loaner car while they are taking care of the situation. I never asked for my car to be stolen from their car lot. They are responsible to make this good for me.

Business Response:

 

2 May 2014

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

Better Business Bureau

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

********* ********  *****

Re:      ********* *******, Complaint #*******

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ******* concerning her recent experience.  As she relates, the Vehicle had been sublet to another facility for repair.  While at the other facility, the Vehicle was stolen and subsequently declared a total loss upon its recovery. 

In addition to *** ********* auto insurance carrier covering the total loss claim, CarMax provided the use of loaner vehicle for a period of time, reimbursements of unused portions of MaxCare and GAP waiver agreements, and has agreed to pay *** ******* the insurance deductible related to her insurance claim for her loss.

CarMax is sorry that *** ******* has had to go through such an ordeal.  Thank you for forwarding her correspondence and providing CarMax the opportunity to respond.

Sincerely,

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

CarMax Customer Relations

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 2010 Purchased **** ******** *** from CarMax Roseville. 10/2012 the car AirBag light came on. I put the car in Carmax shop 10/31/2012. CarMax had the car for over 1 month. CarMax sent the car to ******** ***** for repair, I was told the AirBag issue was fixed. My car has had to be put back in the shop 03/2013 and 06/2013 for the same AirBad light. I have has a terrible time dealing with Car Max Roseville during the 3/2013 and 6/2013 visits. As of 4/3/14 the AirBag light came on again. On 4/4/14 I took the car to the new Sacramento CarMax because it is closer to my home. The car is currently at CarMax Sacramento. CarMax Roseville has been telling me the Airbag has been fixed for two years but everytime I get the car back the Airbag light comes back on.

Desired Settlement: I want the car replaced at this point. I don't feel safe in a car with repeated AirBag issue and I don't think CarMar or ******** ***** repaired the car correctly or at all.

Business Response: April 25, 2014

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

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

Dear *** ****:

I am writing you in response to your letter dated April 7, 2014, wherein you forwarded a complaint from **** ******* ******.  **** ****** requested that CarMax allow her to replace her vehicle.

**** ****** purchased a **** ******** ***, VIN ***************** (the “Vehicle”), from the CarMax store located in Roseville, California (“CarMax”) on or about August 29, 2010.

**** ****** mentioned in the complaint that she brought the Vehicle to CarMax several times to inquire on an airbag concern.  CarMax’s records indicate that **** ****** brought the Vehicle to the Service Department to inquire on an airbag light staying on inside the Vehicle on or about October 31, 2012.  CarMax found fault code ***** and replaced the wiring harness under the driver’s seat.  **** ****** brought the Vehicle back to the Service Department on or about March 13, 2013 to readdress the airbag concern.  CarMax found fault code ***** and replaced the airbag on the back driver’s seat.  The Vehicle was serviced next on June 20, 2013 regarding the same concern.  CarMax diagnosed the Vehicle and determined there was a bad connection in the left side thorax squib circuit.  CarMax tightened the connector pin.  CarMax repaired the Vehicle last on July 25, 2013 when she brought her Vehicle back to the Service Department to inquire on the airbag concern.  CarMax found fault code ***** and recommended sending it to the ******** dealership for service.  ******** replaced the sub-harness to correct the concern.

CarMax has not serviced the Vehicle since the last date of repair.  CarMax encourages **** ****** to contact **** ******** at ************* to address any remaining concerns she may have.

Additionally, CarMax is declining **** ******** request to replace the Vehicle.  However, CarMax would like to extend **** ****** the offer to have the Vehicle appraised.

CarMax appreciates the opportunity to respond to this complaint.  CarMax apologizes for any inconvenience **** ****** may have experienced.

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

Sincerely,
***** ********
Analyst, Customer Relations

Consumer Response:  My car was in the shop again April 2014 for the airbag. Carmax Sacramento sent the car to *** ***** ***** and once again I was told the airbag issue was fixed. Carmax Sacramento returned the car to me 4/11/14. On 4/30/14 the airbag light came on again and is currently still on. I don't see how offering to having the car appraised is a solution to this problem. I want Carmax to agree to buy this car back for what I owe so I am able to get a safe car. It would not be fair for me to end up up side down on a new car because Carmax can't get the car fixed. That is why I purchased a extended warranty from carmax. 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called by phone to be approved to purchase a car from Car Max. Got to the show room to pick the car up to be told that I was not approved for the car after being confirmed that I had been approved. I was given another salesperson to work with me which ended up being the top sales person of the year and it was one of the unprofessional transactions I have even encounered. I was told that I was approved for a certain amount to be later told that I actually approved that I was initially told by the 2nd sales person. After picking up the car, I had to return it 4 times to correct items to be repaired including getting new keys which stopped working after 6 months. The "Engine light" came on a few days after purchasing the car and car max was able to turn the light out but it constantly came off and on but I was assured that it would not stop the car. The car began to stall a few months after I purchased it and I was told by the sales person to go buy a battery and I did. That did not fix the problem. After that starting in December 2013, The car has been towned 5-6 times from not starting and once it has been placed on the machine, the report comes out that there is no problem. I have been without transportation at least a total of 2 months since I purchased the vehicle. I was given a loaner the first month that I purchased the car to repair everything that I found which resulted in loss of pay having to take the car back and forth. The car broke down again last Friday and was with ******** for four days and the latest was they thought it would not start because it might be the ignition switch but they were not sure. I have *** **** of the care but I cannot afford to obligate myself to what they think it might be. If the problem cannot be specifically duplicated, what is a customer to do. The sales person told me that my *** **** coverage deductible would be $250.00. He did not explain that Car Max did not service minis which means that the deductible would be $300.00 since the car would have to be serviced out. I was given correct information in purchasing the car and have always made my car payments on time and just made one on the due date eventhough the car is not starting. I spent $50.00 in filling up the gas tank 2 hours prior to the car breaking down. I have used my towing service five times in the last 3-4 months and the other times I was able to start the car and I just drove over to *********. I do not feel safe in the car because I do not know when it might stop. I cannot plan any trips or each time I get into it, I have to hope that it will start to get back home. It was suggested that I purchase a car cover which I did in case it was the weather so I was coming out everyday covering/unconvering and starting it daily even itf I did not drive it. I desperately need transportation because of my daily task that I have committed to, however, I cannot afford to use my *** **** and then find that I cannot be reimbursed until the problem is properly diagnosed. So far, I have been without transportation this time for 7 days. I arranged for the car to be towed from ******** this morning and back to Car Max. I called Car Max yesterday to let them know the car would be coming back for them to assist me in the next step and the sales person that sold me the car answered. I was able to refresh his memory that I had been seeking his assistance for month and to let him know that the car broke down again and would not start. I signed a 6 year contract and have onl gone thru 1 yr and a few months and have continuously experienced the same thing repeatedly.

Desired Settlement: I had an old car that I sold to Car Max that was paid for. I purchased this used car knowing that it was used but I purchased max car to cover warranted repairs but did not realize I would start experiencing problems thru out including items that I bought to their attention the first 30 days of the purchase. I trusted them that the items that they had worked on had been solved and then to find that evidently and I may be wrong, there seems to be an electrical problem with the car. I want to be in the same position I was in prior to my selling them my old car. I need to be able to go to a car lot and purchase a real car. I have made every payment on time and I do not want this experience to hinder me from getting a dependable car. As a customer, I realize that I signed the contract but I placed my trust in Car Max and I wanted to be treated as a valuable customer who was sold a "lemon". I know the car does not fall under the Lemon Law in North Carolina but I need some help in solving this matter.

Business Response:

April 8, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID *******

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


Dear *** ****:

I am in receipt of the complaint filed by *** ***** ***** ******* on March 27, 2014 regarding a **** **** ****** (the “Vehicle”), VIN *****************, that was purchased at the CarMax store located in Raleigh, North Carolina (“CarMax”), on or about December 27, 2012.  *** ******* requested in her desired settlement a replacement vehicle.

*** ******* shares her frustrations that the Vehicle recently broke down in the complaint.  She had the Vehicle towed to CarMax of Raleigh, North Carolina on or about March 27, 2014.  CarMax recommended to have the Vehicle sent to ****** *********** to have a diagnosis completed.  *** ******* declined the recommendation. 

CarMax met with *** ******* on or about April 1, 2014 to discuss next steps.  *** ******* authorized CarMax to have the Vehicle towed to *** **** to complete the needed repairs. CarMax had the Vehicle towed on or about April 2, 2014.  The Vehicle is currently being repaired by *** ****.

*** ******* purchased a ******* ******** ******* **** (“*******”) during the purchase of the Vehicle.  As a gesture of goodwill CarMax offered to cover *** ********* ****** **** and ********** for her ******* related to this most recent service visit at *** ****.  *** ******* has accepted CarMax’s offer.

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,

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

Analyst, Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 still in the process of trying to get a solution to solving the problem.  If not, I will have to surrender the car which is not what I prefer.

 
Thanks again.

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a *** **** **** that has been in the shop 8 times in 2 years. THATS ALL I NEED TO SAY!! FORGOT TO PUT BOLTS ON AN UNDERCARRIAGE IM STUCK ON SIDE OF ROAD, MY ENGINE OVER HEATS, MY RESTRAINT SYSTEM HAS GONE WRONG, MY TAIL LIGHTS HAVE BEEN REPLACED, MY BRACKE ON MY WINDOW BROKE, IGNITION COILS, SELINOID VALVES, HMMM WHAT ELSE... MY CRANK VALVE SHAFT SENSOR,

Desired Settlement: I want a new car or a good credit towards a new car !!!!!!! *** HAS MESSED MY CAR UP REPEATEDLY

Business Response:

April 28, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID ********

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


Dear *** ****:

I am in receipt of the complaint filed by *** ********* **** on April 11, 2014 regarding a **** *** *** (the “Vehicle”), VIN *****************, that was purchased at the CarMax store located in Boynton Beach, Florida (“CarMax”), on or about March 29, 2012.  *** **** requested a new vehicle or a good credit towards a new vehicle in her desired settlement.

*** **** shares her frustrations that in the past two years the Vehicle she purchased has been in the shop eight times for multiple repairs.  The Vehicle was serviced twice at CarMax after *** **** purchased the Vehicle.  

*** **** brought the Vehicle to the CarMax store located in Pompano Beach, Florida for the navigation not operating properly on or about April 20, 2012.  CarMax sublet the Vehicle to the *** ****** for repairs.  *** **** returned back to CarMax located in Pompano Beach, Florida to address a check engine light concern on or about June 5, 2012.  CarMax sublet the Vehicle to the *** ****** for repairs.   

 

*** **** mentioned in the complaint that *** has messed the Vehicle up repeatedly.  CarMax recommends if *** **** has concerns with previous repairs performed by the *** dealer that she contact them directly.   CarMax would also like to invite *** **** to bring the Vehicle in for an appraisal if she would like to sell the Vehicle to CarMax. 

CarMax appreciates the opportunity to respond to this complaint.  However, CarMax is declining the offer *** **** requested in her settlement.  

 

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

Sincerely,

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

Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a **** ***** ***** from CarMax in June/July 2013. Now the clearcoat on the passenger side fender is badly chipping away. I took it to ***** and they stated the car has been painted/repaired at the fender. I have not had any accidents with the vehicle CarMax did not disclose this to me. I feel they are responsible for fixing the paint issue since they sell used cars certifying they have not been in any accidents. I don't feel the paint chipping in less than a year of me purchasing the car is fair or good business. I have called CarMax three times and left message after message and no one calls me back.

Desired Settlement: DesiredSettlementID: Replacement I would like CarMax to pay to have this issue fixed and provide me with a loaner car while they do it.

Business Response:

April 3rd, 2014

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

Better Business Bureau

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

RE: *** ***** ********

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ******** regarding the Vehicle purchased from the CarMax of ******* ******** (“CarMax”) on June 20th, 2013.  In his complaint, *** ******** shares that the paint on the passenger side fender is starting to chip.  *** ******** does not feel the paint should be chipping in such a short time of ownership and requests that CarMax repair the Vehicle at no cost to him.

 

Research shows that the CarMax Management Team was unaware of any attempt to contact them and unaware of *** ********** concerns prior to receipt of this complaint.  CarMax invites *** ******** to contact the Service Manager (************ ******) and schedule a service appointment to review the paint concerns to determine what options are available for repair.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

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

*******, CarMax

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 this solution because I have already reported this issue twice to CarMax of******. It is absolutely IMPOSSIBLE to get a live person on the phone. Your only recourse is to leave messages and HOPE someone returns your call. I have left two message prior to reporting this to BBB. I have since left a third message today April 4, 2014 @ 10:25am.

Please relay this to the CarMax representative as it seems the only way I receive any response is through BBB.



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



Business Response:

April 25th, 2014

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

Better Business Bureau

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

RE: *** ***** ********

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

Dear *** ****:

Thank you for forwarding the additional message regarding the complaint that was filed by *** ********.

Research shows the CarMax Management Team has been in contact with *** ********.  An appointment is scheduled to review *** ********’s concerns to determine what options are available to assist.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

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

*******, CarMax

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 because CarMax refuses to repair the car in good faith. CarMax sells cars on a platform of no haggle pricing and high quality used cars which have NOT been in any accidents. This is made evident when you enter their showroom floors with examples of what they do and do not sell. This is not true for the**** ***** ***** I purchased from CarMax. This car had been in an accident prior to being purchased by me and the repairs performed were obviously done poorly since the entire Fenders clear coat is cracking and chipping away. It is an eyesore. I have done a lot of business with CarMax and I can assure you this will be the last. I'm also going to make sure I post pictures of the damage along with my experience trying to get this resolved through CarMax. The countless messages I left and calls made before ultimately filing a BBB complaint and still being turned down because its outside of CarMax's 30Day warranty. I am now stuck to repair damage that was caused during previous ********* and hidden and sold to me through CarMax. This is completely unfair and not how a loyal customer should be treated.
 
Regards,

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




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/30/2014 Problems with Product/Service
4/30/2014 Problems with Product/Service
4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The car has required many repairs since purchase. Some of these repairs were attempted by Carmax's service department. More repairs need to be done but the car is now out of warranty (30 days). I don't think this car was ready to sell.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236


Re: * ****** ********

Dear *** ****,


Thank you for forwarding the complaint received in your office from *** ****** ******** regarding the **** ****** **********, VIN *****************(the “Vehicle”) that he purchased on or about

February 27, 2014 from the CarMax store located in Memphis, Tennessee.


As stated in his letter, *** ******** took his Vehicle to CarMax on or about March 28, 2014 to have several repairs completed.  All repairs were completed at no cost to *** ******** under the 30 Day Limited Warranty. CarMax was not aware of any additional concerns as the store has not heard back from *** ********.  CarMax would appreciate the opportunity to address any additional concerns that *** ******** may have.


*** ******** may contact the CarMax store located in Memphis, Tennessee and ask to speak to the


Service Manager at ************* extension ****.  CarMax appreciates the opportunity to respond to this complaint.


Please call me at ***** ********, extension ****, if you have any questions.


Sincerely,

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

Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

Basically, I don't think this car was ready to sell when I purchased it.  After driving it for two weeks, I returned it for repairs at the CarMax service department.  They kept the car for another two weeks, but were unable to complete the repairs to my satisfaction.

By the time the car was returned to me, it was out of warranty.  Also, I discovered that in addition to the original set of problems, the car leaks water when it rains and the engine now runs erratically at certain speeds.

I feel that a car, especially a late-model ******, should provide years of trouble-free service.  This car has numerous ongoing problems and does not meet either my own expectations nor the stated measures of quality of CarMax.  In my opinion, CarMax should offer a refund.

Regards,

* ********

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A service call was made to CarMax 3/31/14 for several issues (noisy transmission/engine, puttering/shaking, complete shutdown of vehicle, and pulling around about 50mph) with a vehicle that was purchased 03/08/14.The appointment was made for Wednesday 04/02/14 at 10am. I arrived about an hour early and spoke with a service representative whom immediately proceeded with check in. He asked to test drive the vehicle to see if any of the issues will duplicate. During and after the test drive he rebutted any issues that occurred and stated that its pointless to have the vehicle ran for a diagnosis test or mechanic take a look at the vehicle even after request. He did offer to take a look at a malfunctioning key and offered a carwash. The representative gave two options, keeping the car over night or going to a dealership to have the key repaired and get reimbursed. I decline the over night option, but requested for the car could to have a diagnosis test ran again. My request was denied once more because his supervisor would be displeased if the car was looked at and nothing was found. I went to the dealership and they immediately offered a diagnosis test. They recommended to flush the fuel system to get rid of the puttering, replacement of the cabin filter, air filter and windshield wipers. They did the work and per ******** recommendation we returned to CarMax for reimbursement. Upon our return we again spoke the service consultant about reimbursement. He stated that it is dealer's job to find minor issues for profit and there was nothing we can do.. At this time I requested to speak to a manager. The service manager spoke with us and stated that we had been hustled by the dealership and as unfortunate as the situation was he could not reimburse anything. I stated that the car shouldn't have needed any basic maintenance under 30 days and anything under our warranty should be covered. He stated that they do miss things on occasion and would've been happy to repair any issues that occur. He stated that we only made an appointment for noisy transmission, which was incorrect. I again restated that service was denied to me and these issues couldn't be resolved without us having the car inspected by a mechanic. He then offered for a mechanic to test drive the vehicle after repairs were already performed at the dealer. The mechanic drove the vehicle and stated that the car ran smoothly and that the fuel injector being clogged could cause the car to putter or worse if a flush isn't performed. Spoke again to the manager that stated that my concerns are on file and if something happens 6 months to 1 year from now could be resolved but if a problem occurred 2 years from now is a little long winded.

Desired Settlement: I would like a refund for the repairs that was done by the dealer and entire refund of the vehicle.

Business Response:

21 April 2014


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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236


Re:      ****** *******, Complaint #*******

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

Dear *** ****:


Thank you for forwarding the request for reimbursement received in your office from *** ******* for services she elected to have performed on the aforementioned Vehicle purchased from CarMax of Glencoe, Illinois (“CarMax”), on 8 March, 2014.  Prior to purchase, the Vehicle had undergone complete reconditioning and inspection, and all required maintenance on the Vehicle had been performed.


A review of CarMax’s records indicates that on 31 March, 2014, while the Vehicle was still under the CarMax Limited Warranty, *** ******* returned the Vehicle for service to address a whirring noise.  There is no mention of “puttering” or any other driveability issue in CarMax’s records.  A technician test-drove the Vehicle and determined the sound to be consistent with the Vehicle’s CVT transmission type, and that the Vehicle was functioning as designed.  Additionally, *** ******* expressed concern that the Vehicle was pulling to one side.  A second test-drive was performed, during which time the Vehicle drove and tracked straight.  *** ******* had a third concern regarding the key fob.  CarMax management offered to send the Vehicle to the dealer to have that issue addressed, as special equipment is needed to program the fob.  *** ******* declined, stating she would take the Vehicle to the local dealer herself.  CarMax offered to reimburse for any charges incurred at the dealer to reprogram the key fob.


Upon her return, *** ******* presented an invoice for several services that she had elected for the Vehicle, including replacement of the cabin and engine air filters and wiper blades, and a fuel injection service.  There was no charge to reprogram the key fob, as the Vehicle is still under the remainder of the manufacturer’s warranty.  As the services that *** ******* elected are considered routine maintenance and unrelated to any repair issue, they are not reimbursable under the terms of the CarMax Limited Warranty. 


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


Sincerely,

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

CarMax Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Long story short my car that I bought from this store has been in service I think a total of 6 or 7 times in the month I have had it. I have yet to have the car one full week yet. The store wrecked my car and didn't even tell me. I noticed the damage when I came to pick up the car and showed them immediately. They had the car repaired at a place of their picking however the job was anything but done right. The are think layers of paint on the car so it looks like the paint is caked on there with a gloss coat on top. I called ****** with customer relations and have yet to get a call back about the paint job. I have been asking for a regional manager for well over a week now with not much luck. I have been anything but happy with this. Also ***** the manager advised me to try to get home the best way I could after his store replaced headlights and I couldn't see anything. I had to try and drive home not even being able to see 2 ft in front of me. My safety was never CarMax's concern. I feel they got what they wanted from me which was my money and didn't care less after that. Time is money and Ive sent a lot of time dealing with this. I actually had to push to let a dealership fix the headlights which they have complied. But the value of the car currently and what I paid for it are not one in the same at this point. It seems they were deliberately messing with me. They have my money and didn't think twice about taking that But a month into the car purchase and Im still wasting time dealing with this. Its not right and not to mention they wrecked my car and diminished the value especially with the body work being done so easy to see. I can provide estimates of fixing the car correctly if needed. ************************************************************************

Desired Settlement: I would like to car painted correctly (CarMax paying) where it wouldn't look like I got the car from a *** **** *** **** ***. And I would like to be credited the difference in value since the car has now had body work done to it. What I paid for the car and what it is now worth after the wreck are two different numbers. And considering all the time I have missed from work I would like to be compensated that as well.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

Re: ****** *****

Thank you for forwarding the complaint received in your office from *** ****** ***** regarding the

**** ***** ** ***, VIN *****************(the “Vehicle”) that he purchased on or about

February 11, 2014 from the CarMax store located in San Antonio, Texas. In this complaint, *** ***** is requesting that his Vehicle be repainted , consideration given for diminished value of his vehicle and compensation for time missed from work.

As stated in his letter, *** ******* Vehicle  has had several concerns which were addressed under the 30 Day Limited Warranty. CarMax acknowledges the fact that *** ***** had been without his Vehicle for a period of time. At that time CarMax offered to extend the 30 Day Limited Warranty. In regard to the incidental damage that was done to *** ******* Vehicle while in CarMax’s possession, the repair work was completed , reviewed, and approved by *** *****.

In  consideration  of *** ******* dissatisfaction with the service that he received at CarMax, Carmax paid to have the concern with the Vehicle’s headlights repaired at another facility and also extended the offer to pay for a rental while *** ******* Vehicle was being repaired.  Because of *** ******* continued unhappiness, the offer was extended to *** ***** to return the Vehicle. At that time *** ***** declined the offer.

CarMax regrets the inconvenience that this may have caused *** *****. While we  appreciate the opportunity to respond to this complaint; CarMax is declining the settlement request as set forth in this complaint.

Please call me at *************, extension ****, if you have any questions.

Sincerely,

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

Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 hate a lair, ****** called me stating they would buy back the car. I did explain to her they could buy the car back however they needed to pay the negative equity moved over from another car since they no longer had it. I don't think it would be right for them to buy the ***** back however I still have a $700.00 car payment with no car. She advised me she would call me back after she spoke with someone, well that call never happened. So I am confused as to how I declined the deal when she never followed up. I am SIMPLY asking CarMax to make this right. I Have opened a claim with my insurance company to get the car fixed via *****, however nobody will release a statement to the insurance company to get my car fixed correctly. THE PAINT ON MY CAR IS JUST CAKED ON, ONE LAYER AFTER THE OTHER. I feel CarMax is giving me the run around an I am to take and accept it. What I am asking for is within reason 1) My car be fixed correctly or lease a statement to my insurance as what happened to the car while it was in your possession 2) I get depreciation value since the value of the car dropped. I thought we would be able to handle this with dignity however if I need to get an attorney that's what I will do.

Regards,

****** *****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I expect my key to be replaced with a new key. I expect my car to be repaired properly and in a timely manner. Any issues regarding the engine should be complimentary because of the excessive delay for at least a year. I understand the **** parts may take time to find. However, it should not take over three weeks unless it is being manufactured and new.

Business Response:

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: ******* ******

Dear *** ****,

Thank you for forwarding the complaint received in your office from *** ******* ****** regarding the **** ****, VIN *****************(the “Vehicle”) that she purchased on or about August 8, 2010 from the CarMax store located in Inglewood California.  In this complaint, *** ****** is requesting replacement of a key and repair of her vehicle in a timely manner and at no additional cost to her.

As stated in her letter there have been delays in completing her repairs due to the unavailability of **** parts. In regard to appointments, CarMax does require customers to make an appointment prior to dropping off a Vehicle due to time constraints as we are seeing customers throughout the day. Once we have had an opportunity to diagnose the Vehicle, it can then be determined if the customer would be eligible for a rental based on the ******* ******** ******* **** *********.

CarMax has repaired *** ******* Vehicle at no additional cost to her and provided her with another key.  CarMax acknowledges and regrets any frustration that *** ****** has experienced due to the delay in getting her vehicle repaired.

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

Extension ****, if you have any questions.

Sincerely,

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

Analyst, Executive Response Team

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since I have had this vehicle, I have had this car at CarMax a total of 3 times. 2 of the issues are for repeated concerns. 1 of them being right back speaker which are on one occasion, company stated there were no concerns on 2nd attempt to get it repaired, they claimed speaker was replaced, speaker is still faulty. They also told me my concerns with brakes was due to repair of rear stabilizer end links and said the would adjust themselves. Brakes are still squeaky, still experiencing leaks from under engine, though smaller leak size than before. Also since last repair, front console are of car is very noisy, rattles when you go over rough areas of road, more so than a car should over bumps in road. I had spoken with Carmax related to continued complaints a couple of days after car was returned and informed them I was going to contact BBB. No response. Due to the hectic schedule of my job, coupled with the fact that I am also on call for situations. I cannot afford to continue making these excess trips to the dealership for repairs that should have been resolved my now. They should fully inspect the car for any issues and repair them properly.

Desired Settlement: Fix the brakes, replace the speaker, check front end of car.

Business Response:

April 16, 2014

VIA ELECTRONIC MAIL

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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re:  Complaint ID *******

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


Dear *** ****:

I am in receipt of the complaint filed by *** ******* ******* on April 2, 2014 regarding a **** ******** *** (the “Vehicle”), VIN *****************, that was purchased at the CarMax store located in Dayton, Ohio (“CarMax”), on or about January 18, 2014.  *** ******* requested in her desired settlement that CarMax repair the brakes, replace the speaker, and check the frontend of the Vehicle.

*** ******* shared her frustrations that the Vehicle has been in service three times since ownership.  She mentioned two out of the three visits have been for repetitive concerns.  

*** ******* brought the Vehicle in for a check engine light concern, shake in the rear, possible antifreeze leak, and to have the rear speaker checked on or about January 31, 2014.  After diagnosing the Vehicle CarMax replaced the oil pressure and temperature sensors, rear stabilizer links, upper radiator hose, and the battery.  CarMax found the speakers were operating as designed.  *** ********* repairs were covered under the CarMax Limited 30-Day Warranty.

*** ******* brought the Vehicle to CarMax to address the brakes squeaking on or about February 21, 2014.  CarMax was unable to duplicate the concern.  She returned to CarMax to address a leaking concern and a speaker concern on or about February 28, 2014.  CarMax replaced the lower radiator hose, timing cover gasket, and the right speaker at no cost to *** ******* during this visit.

In the complaint *** ******* mentioned she is still having issues with the brakes squeaking concern and the speaker that was recently replaced.  CarMax reached out to *** ******* and scheduled an appointment on April 18, 2014 to have these concerns addressed.  During the conversation, CarMax shared with *** ******* that one of the technicians will ride with her on a test drive to verify the concerns she is having.  CarMax will provide *** ******* with a loaner while her necessary repairs are being completed as a gesture of goodwill.

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,

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

Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been to Carmax now 6 times for the same problem. They have had the car in their shop back and forth since September 2013. They claim they do not know what is wrong with it yet it is to the point I do not feel safe driving the car. Every time I get it back from the shop the problem presents itself for me within 2-3 days yet they claim it does not do it for them while they have it for weeks on end. I have a witness who was riding with me last time when it acted up (2 days after getting it back from them for the 5th time). The car will start to shake when I'm stopped and if stopped long enough (especially at red lights) the shaking will get worse until the car is violently shaking. If it does it long enough the engine will die. It has even failed to turn on one night and took literally 15 times of turning the car over for it to allow me to shift gears. At first it would turn on, shake, then shut off. This last time after it started shaking it began to feel like a transmission error. I would press my foot flat to the floor and it would barely move, not even shifting until after hitting 5 RPMs. At this point I feel they have had a reasonable amount of time to fix the problem. I have a warranty through them and they are supposed to stand behind their cars. The store manager himself told me they would look at putting a new engine in the car, but the service manager said they would not since they didn't know what was wrong with it. So I am at a conundrum.

Desired Settlement: At this point they have had the car a reasonable amount of time to fix it. I want to sell the car but am unable to do so because they never fix the problem. Therefore I am stuck paying on a car I cannot even drive most of the time and do not feel safe driving as their claims to have fixed it have done nothing. I would like for them to buy the car back at what I owe on the loan. I asked them this previously and was told they would give me $2500 short of what I owe. I feel as if I have been more than reasonable at this point. I will also assure them I will never purchase from Carmax again so they do not have to deal with me anymore.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

Re: *** ***** *******

Dear *** ****,

Thank you for forwarding the complaint received in your office from *** ***** ******* regarding the

**** ******* ***** **, VIN ***************** (the “Vehicle”) that she purchased on or about

December 30, 2011 from the CarMax store located in Knoxville, Tennessee.  In this complaint

*** ******* is requesting that CarMax purchase the Vehicle from her for the amount that is owed on her loan.

As stated in her letter, *** ********* Vehicle has had intermittent issues that neither Carmax nor two other ******* *********** have been able to fix. CarMax regrets the problems that *** ******* has experienced with her Vehicle.  CarMax extended an offer to purchase *** ********* Vehicle from her and she has accepted the offer.

CarMax appreciates the opportunity to respond to this complaint. If you have any further questions, please call me at ***** ********, extension ****.

Sincerely,

 

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

Analyst, Executive Response Team

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has placed credit inquiries on my credit reports. I do not recall authorizing these inquiries. (dated 12/2013)

Desired Settlement: I would like all credit inquiries removed from any of my reports they are currently reporting on, if authorization can not be provided.

Business Response:

April 17, 2014

BBB Serving Central Virginia

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

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

           

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by ***** ****.  *** **** is alleging that we conducted credit inquires on her credit file without her authorization.  Accordingly, *** **** is requesting that we delete the credit inquiries from her credit file.  Please find our response below.

Our records show that on December 11, 2013 we received 3 credit applications containing a significant amount of *** ****** personal information.  These applications were submitted at the CarMax Auto Superstores, Inc. location in Kearny Mesa, California.  Two of the three credit applications were for the purchase of a **** ***** **, while the third credit application was for a **** ****** *****.  All three credit applications were conditionally approved by one of our participating financial institutions; however, the applicant elected not to accept any of the offers. 

As already indicated above, in order to submit a credit application a significant amount of personal information about the applicant is obtained.  Additionally, a photo-identification of the applicant is reviewed to authenticate the identity of the applicant.  Finally, the applicant executes a Credit Consent form acknowledging that the applicant understands, amongst other things, that a credit application for a vehicle purchase is being authorized.  

If, in the light of the above information, *** **** still disputes the credit inquires and believes that she is a victim of identity theft, she should contact me immediately at ************, extension ****.  To facilitate the investigation, *** **** may be required to complete a fraud affidavit and provide a police report.  We would be happy to provide *** **** with the relief that she seeks upon confirmation that she is a victim of identity theft. 

In the meantime, we thank you for bringing this complaint to our attention and for the opportunity to respond.  If you have any questions or concern, please do not hesitate to contact me at the number provided.

Sincerely,

****** *****

Paralegal

CarMax

CC: ***** ****

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

If I were applying for two separate vehicles, why would there be 3 inquiries? Also, the address listed on the application is incorrect and I do not see a copy of my photo ID. I spoke with someone over the phone and never provided the additional information you are referring to.  My request for deletion stands.

Regards,

***** ****

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASED MY **** *** *** ******** 9/13 AND HAD TO GET 4 MAJOR/LENGTHY REPARIRS ON THE CAR. THE CAR IS MALFUNCATIONING AGAIN WITH A TAPPING SOUND NOICE COMING FROM AC BLOWER.I BELIEVE I WAS SOLD A LEMON AND THAT CARMAX KNEW THE CAR NEEDED REPARIRS. ITS HIGHLY UNLIKELY THAT A NEWLY PURCHASED CAR NEW OR USED WOULD REQUIRE SO MORE REPAIRS IN SUCH A SHORT TIME. I HAVE ONLY MADE 5 CAR PAYMENTS THRU CARMAX FINANCE COMPANY AND HAVE 4.5YR TO PAY FOR THIS AILING VECHILE. CAN I PLEASE GET ANOTHER CAR, I AM NOT ASKING TO GET OUT THE LOAN BUT THE ABLITY TO GET ANOTHER CAR? IT APPEARD CARMAX PURCHASE TROUBLE CARS THEN REPAIR THE CARS SLIGHTLY, THEN HAVE THE CONSUMER TO GO HALF WITH THE OTHER REPAIRS VIA WARRANTARY PAYMENT AND DEBUCTABLE PAYMENT FROM CONSUMER. THIS SITUATION IS TERRIBLE AND I HAVE ALL DOCUMENTS OF REPAIRS PURCHASED A WARRANTY THE REPAIRED MAJORLY OVER 4 TIMES NOW,

Desired Settlement: DesiredSettlementID: Replacement I WOULD LIKE ANOTHER VECHILE.

Business Response: April 15, 2014

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

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

Dear *** ****:

I am writing you in response to your letter dated March 21, 2014, wherein you forwarded a complaint from *** **** *****. *** ***** requested that CarMax allow her to replace her vehicle.

*** ***** purchased a **** ******** **** ******, VIN ***************** (the “Vehicle”), from the CarMax store located in Laurel, Maryland (“CarMax”) on or about September 26, 2013.

*** ***** mentioned in the complaint that the Vehicle has been serviced several times since the date of purchase, including an issue with a tapping noise coming from the air conditioner. CarMax’s records indicate that *** ***** scheduled a service appointment to address this concern on or about January 23, 2014. However, *** ***** canceled this appointment prior to the service date.

CarMax encourages *** ***** to contact ****** ******* in the Service Department at ************* in order to address her concern.

CarMax is declining *** ******* request to replace the Vehicle. However, CarMax would like to extend *** ***** the offer to have the Vehicle appraised.

CarMax appreciates the opportunity to respond to this complaint. CarMax apologizes for any inconvenience *** ***** may have experienced.

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

Sincerely,
***** ********
Analyst, Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I need to talk to about how I was treaded me and how they handle there customer and how the sale man put in the wrong income and how the manger was not doing his job and helping me get a car for me.

Desired Settlement: I would like for them to give me the car that I ask for and the financial company that a prove me.

Business Response:

                                                                                                            April 15, 2014

Via Electronic Mail

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

Better Business Bureau

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

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

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

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ******* ****** **. In his complaint, *** ****** is requesting that CarMax provides him the vehicle of his choice with financing from the company that extended an approval. 

*** ****** was working with the CarMax of ********** trying to obtain financing for the vehicle that he wanted.  Upon review of *** ******** proof of income requirements, the finance companies discovered that part of his income was not acceptable.

CarMax is unable to obtain financing on behalf of *** ****** at this time.  If *** ****** would like to purchase a vehicle from CarMax he would be required to supply his own financing.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid $149 to have a car transferred from Fort Worth to Austin North CarMax to purchase for my family. Mileage was listed as 13K on all history reports and listings but upon inspection of the car I found that the odometer reading was 16.6K, a nearly 30% discrepancy! When I pointed this out to CarMax management they were unable to explain the massive gap in listed vs actual mileage nor were they willing to make any adjustments for the error. We walked away from the deal very dissatisfied with this practice of odometer bait & switch and question how many others have been tricked by this as well. Furthermore, CarMax re-listed the vehicle on its web site with 13K still claimed as the mileage on the car (stock #********). The transfer fee is in the process of being refunded.

Desired Settlement: It is unacceptable to appraise and list a car using a mileage total that is nearly 4000 miles off and then fail to respond when it is brought to your attention. This becomes quite significant when warranties are set to expire and other scheduled maintenance is taken into account. CarMax cannot simply shrug their shoulders at discrepancies such as this and expect to maintain its pristine reputation. Policy must change to reflect actual miles on a car being offered or make every effort to inform the consumer of such prior to charging them transfer fees or inviting them to the sales table.

Business Response:

April 15, 2014


VIA ELECTRONIC MAIL


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

BBB Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236


Re:  Complaint ID *******

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


Dear *** ****:


I am in receipt of the complaint that was filed by *** ******* *****, on March 31, 2014, regarding a **** ******** **** and ******* (the “Vehicle”), VIN *****************, that was transferred to CarMax in Austin, Texas (“CarMax”) from CarMax in Ft. Worth, Texas on or about March 25, 2014. 

The transfer request was submitted on or about March 25, 2014 and the Vehicle arrived on or about March 28, 2014.  *** ***** did bring to our attention that there was a clerical error on the mileage of the Vehicle on or about March 29, 2014.  While *** ***** was in the store, we attempted to resolve the matter by refunding the transfer fee and providing free oil changes as *** ***** had requested.  Additionally, once we were able to correct the error, we attempted to contact *** ***** to inform him that the mileage issue was corrected and the Vehicle's price was adjusted accordingly. 


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

Sincerely,

***** *****

Sr. Analyst, Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the offer 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 reject the suggestion than an adequate effort to cure this deficiency was offered while I was in the sales room. While the transfer fee was refunded the day I visited the show room, it was not until days after that any remedy other than a fee refund was offered.  CarMax clung to their notion of "integrity" while telling me with a straight face than a 30% error in mileage had no impact on the car's sale value. This simply would not work in a private transaction and CarMax should be held to the same accuracy standards in odometer reporting, and hence vehicle valuation, as others are.

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an **** ***** *** three years ago from Carmax. Have not experienced anything out of the normal until February 2014, during the periods of snow, I started noticing that my mats were wet, I thought it had something to do with me walking in and out of the snow. Then when it rained, and the insides was wet I felt that was a little to much. I took the car into ********* for them to check it out, but their assement was unbelievable, I called Carmax to setup an appointment for them to check the car, since I had multiple things happen. I also called ******* to see if the what ********* had said was covered, which the representative told me that it wasn't. Just before I was to take the car into carmax, something else happened, which at that time Carmax suggested for me to take the car to *****. I called and made an appointment for them to look at the car, their findings was that there was a problem with the sunroof drain, which after using ******, I found that this has been a problem for ***** for quite some time and that there is actually a class action in six states for it. ***** said that they called ******* to see if the part and service was covered which ******* informed that that anything water related is not covered. Which in turn ***** said they could fix the problem, but the cost would be in excess of $1000, which includes the parts, labor and them having to remove the carpet from the car so that it can dry. The problem with that is, no one knows how long this has been a problem in this car, and the fact that I am driving in a car which has water in the carpets, I am not an electrician but I do know that electricity and water don't mix, also this water could be affecting not only the flooring, but also the wires under the seats. And, with this drying there is a possibility of mold which I am extremely sensitive to. I called the carmax hoping to speak to someone who will help me, I ended up speaking with a sales person name ******. He listed and said that he would speak to someone the next day which was March 25, to see if they would help. He made no promises. The next day ****** called and told me to contact a person in the service department by the name of ******. ****** said that ****** only wanted to confirm that I had an warranty. He then said that when they receive cars with apparent water damage, there is a garage that they use to fix the problem. He then offered me the phone number. I then asked for the name and number of the store manager. ****** hesitated, then gave what I feel was a fradulant number, because when I called there was no voicemail announcement nor did anyone answer. As for the garage, it was out of business.

Desired Settlement: Because there is no means of saying how long this has been going on, and because I feel this is a health hazard I would for them to take this car, and with what I still owe allow me to select another of course not the same make or model.

Business Response: April 18, 2014

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

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

Dear *** ****:

I am writing you in response to your letter dated April 2, 2014, wherein you forwarded a complaint from *** ******** ******.  *** ****** requested that CarMax allow her to replace her vehicle.

*** ****** purchased a **** ***** ***, VIN ***************** (the “Vehicle”), from the CarMax store located in Virginia Beach, Virginia (“CarMax”) on or about July 16, 2011.

*** ****** mentioned in the complaint that she took the Vehicle to a ***** dealership to inquire on a leaking concern.  According to *** ******, ***** found an issue with the sunroof drain and provided her an estimate on the cost of repairs.

*** ****** then reached out to CarMax for assistance on the leaking concern.  CarMax advised *** ****** the repair would not be covered under her Extended Service Plan and referred *** ****** to ****** ***** ***** who could assist in repairing the Vehicle.

CarMax is declining *** ******** request to replace the Vehicle.  However, CarMax would like to extend *** ****** the offer to have the Vehicle appraised.

CarMax appreciates the opportunity to respond to this complaint.  CarMax apologizes for any inconvenience *** ****** may have experienced.

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

Sincerely,
***** ********
Analyst, Customer Relations

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has placed credit inquiries on my credit reports. I do not recall authorizing these inquiries. (04/2013)

Desired Settlement: I would like all credit inquiries removed from any of my reports they are currently reporting on.

Business Response:

April 17, 2014

BBB Serving Central Virginia

720 Moorefield Park Drive

Suite 300

Richmond, VA 23236

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

           

Dear Sir/Madam:

This will confirm receipt and review of a complaint that was forwarded to your office by ******* ******.  *** ****** is alleging that we conducted credit inquires on his credit file without his authorization.  Accordingly, *** ****** is requesting that we delete the credit inquiries from his credit file.

Our records show that on April 14, 2013 we received a credit application for the purchase of a **** ****** ****** at the CarMax Auto Superstores, Inc. location in Escondido California.  The application was approved for financing by one of our participating financial institutions; however, the applicant elected not to accept the offer. 

Please note that in order to submit the applications, a significant amount of personal information about the applicant would have been provided prior to the submitting of each application.  Most importantly, a photo-identification would have been requested and reviewed in order to authenticate the identity of the applicant.  Finally, the applicant reviewed and executed a Credit Consent Form for each application acknowledging that he understood, amongst other things, that he was submitting a credit application for a vehicle purchase.  

Due to the above, please know that we are unable to provide *** ****** with the relief that he seeks.  However, in the light of the above information, if *** ****** still disputes the credit inquires and believes that he is a victim of identity theft, he should contact me immediately at ************, extension **** to initiate an identity theft investigation.  To facilitate the investigation, *** ****** may be required to complete a fraud affidavit and provide a police report.  We will be happy to provide *** ****** with the relief that he seeks upon confirmation that he is a victim of identity theft. 

In the meantime, we thank you for bringing this complaint to our attention and for the opportunity to respond.  If you have any questions or concern, please do not hesitate to contact me at the number provided.

Sincerely,

****** *****

Paralegal

CarMax

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vehicle (**** ********* ******) at this store in October of 2013. When I first went there, I asked the sales representative a bunch of questions about the car I was looking at, car insurance, finance options and other importat topics. Later on it turned out that some of the information he gave me was wrong. That caused me to having to go back to Carmax, return my car and buy it again with a different cosigner, because we had received wrong information. About 3 weeks after I bought the vehicle the check engine light came on. When I called Carmax to set up an appointment the customer service representative told me that I don't know what I am talking about when I told her what the issue was (I had looked it up in the manual). She also refused to offer me any addtional help in trying to get my car fixed as soon as possible. She didn't tell me that I could drop off my car early in the morning because I would have to be at work by 7:30. When I finally got the engine checked out at the end of December (!) I asked why I still hadn't received my car registration. The lady at the business office said she would take care of it and I never heard back from her. When I called the office a couple of days later to ask about it, my call was directed to voice mail asking me to leave a message and my number so they could call me back. That never happened either. Yesterday my car broke down at work. When I tried to call Carmax to have them towe my car, they didn't pick up the phone once. When I finally made it to the store later (my car was still sitting right where it broke down) the woman I talked to just kept pointing out how none of this is her fault and that there would be no chance of my car getting towed that same day. I then proceeded to walk over to the business office again and ask about my car registration that I still hadn't received 4 months after the purchase. At first she told me how Carmax had a lot of issues with employees and that they had gotten rid of all the employees that didn't do their job right. At the same time, almost all representatives that I had talked to so far where right there behind the counter, so obviously she was lying right to my face. She called the *** and asked about my registration. According to the ***, Carmax had filled out the paperwork wrong so the *** was unable to process it. ******* ******* (which was the woman from the carmax business office) then told me that it was the ***'s fault because they never told Carmax how to fill out registration paperwork if it includes the name change of a cosigner (which it did in my case). I called their corporate office and failed a complaint. It has been 9 hours since they towed my car and I haven't heard a single word from them.

Desired Settlement: Carmax needs to become better in customer service. The representatives need to stop pointing fingers at everybody else and simply learn how to do things properly and in a timely manner. This is unexcaptable behaviour when working with customers.

Business Response: March 14, 2014

***** ***** ********** **********
*** ********** **** ****** *****
*** ********* ******** *****
Re: *** **** ******
Dear *** ****:

I am writing you in response to your letter dated February 20, 2014 wherein you forwarded a complaint from *** **** ******.  *** ****** requested that CarMax become better in customer service.

*** ****** purchased a **** ********* ******, *** ***************** (the “Vehicle”), from the CarMax store located in ********* *********** (“CarMax”) on or about October 28, 2013.  

CarMax has reviewed *** ******** complaint and would like to thank *** ****** for sharing her frustrations regarding the multiple concerns she experienced.

CarMax would like to invite *** ****** to contact the Customer Relations Department at ************* in order to assist her with any remaining concerns she may have.  The Customer Relations Department can be reached Monday through Friday during the hours of 8:30 AM to 8:00 PM EST.

As always, CarMax appreciates the opportunity to respond to this complaint and apologizes for any inconvenience *** ****** may have experienced.

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 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.

Since my complaint, my car broke down again, some wires were lose (for months apparently) and Carmax took their sweet time to take care of it. Also I am still waiting for my car registration paperwork. The last time I spoke with ******* *******, she promised me to take care of it and keep my updated during the process. That was more than 3 weeks ago and I have not heard a single word from her since then.

Regards,

**** ******


Business Response: April 9, 2014

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

I am in receipt of the additional message in response to the complaint that was filed by *** **** ******, on March 22, 2014, regarding a **** ********* ****** (the “Vehicle”), *** *****************, that was purchased at CarMax in ********* *********** (“CarMax”) on or about October 28, 2013.

*** ****** indicated in her complaint that the Vehicle was brought back to CarMax to address additional service concerns.  CarMax’s records indicate that the Vehicle has not been in for service since December 30, 2013.  However, *** ****** contacted the Service Department on or about February 26, 2014 to arrange for towing to an outside repair facility.

CarMax has reached out to *** ****** and agreed to keep her informed of any additional updates regarding the status of her registration.

CarMax appreciates the opportunity to respond to this complaint.  CarMax considers the gesture of goodwill the resolution to this complaint.
Sincerely,

***** ********
Analyst, Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

It is not true that my car was not in their shop since December. The problem is that every time I have a problem with my car (which is quite frequently unfortunately) Carmax doesn't have the time to take care of their own customers and so they ship my car off to this other shop in ******** (******* **** *******). Even after everything that has happened so far Carmax is not making any effort to get things straightened out or to try and find out why my car needs all these repairs all the time.
They are also still not keeping me updated on the registration.
At this point I wish their was a way to return this car without losing money over it.

Regards,

**** ******


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initially took my **** ***** *********** to find out why gas cap light and service engine light keep coming on and staying on. They said I needed a factory gas cap and a air flow sensor. I paid for these items. Later in January the same light came back on and they said it was probably a new code needed. I went again to pick up vehicle and the same thing happen again. I then wrote a letter to their corporate office and was called by **** at the ************ store and he said to bring it back and that I probably had an emmissons problem. I took it back and **** stated it was a new problem but it was a solenoid purge sticking and replaced it. He also stated "we cant continue doing free work for you and if service engine light comes on again were going to charge you. I told him I already paid you for a disgnosis and nothing has changed and Im not looking for free work. I picked my truck up a week later and after 5 minutes in vehicle the gas cap light was on and later the service engine light.

Desired Settlement: Place me back in a loaner car and repair my vehicle OR refund me for the repairs. Also do not charge me for a diagnostic when you havent discovered the "real problem". Stop accuseing me of wrong doing and accept responsibility for lack of knowledge and experience. Stop patronizing me by telling me youre giving me discounts and taking care of diagnotics when I paid for both initially. Treat me like a valuable customer.

Business Response:

15 April 2014

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

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, Virginia  23236

Re:      ********* ****, Complaint #*******

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

Dear *** ****:

Thank you for forwarding the complaint received in your office from *** ****, who purchased the above-referenced Vehicle from CarMax of Independence, Missouri, on 7 April, 2010.  In her complaint, *** **** references multiple repairs and issues with the gas cap warning light, and requests that her vehicle be repaired and that she be provided a loaner vehicle, or that she be refunded the amount paid for previous repairs.

A review of CarMax’s records indicates that CarMax originally addressed a check engine light and gas cap concern on 8 November, 2013.  At that time, it was determined that the mass air flow sensor and gas cap both needed to be replaced.  The check engine light and gas cap issue recurred and were addressed by CarMax on 21 March, 2014.  During that repair visit, CarMax replaced the purge solenoid and sent the Vehicle to another repair facility for a second opinion.  *** **** was not charged for that repair or diagnosis, as they were covered under the terms of CarMax’s limited repair warranty.

CarMax would be happy to assist *** **** further as needed.  If the gas cap issue has recurred, CarMax would like the opportunity to address the concern.  *** **** is welcome to contact the service department to schedule an appointment.

Thank you for the opportunity to respond.  If you have any questions, please contact me directly at ***** ********.

Sincerely,

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

CarMax Customer Relations

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ****** ****** was going to purchase a a used vehicle from Carmax in Norcross Georgia. From Knoxville Tennessee a **** ***** ** ***** ***** ** with 47 thousand miles on it, the vehicle was transferred with my idea in mind that there where not any damage done to the vehicle at hand. Speaking with the Sales manage ***** did not provide the proper information to me as a customer and the vehicle is was now shipped to North Carolina with no notification to me as a customer reporting a ripped up set and also window tint was to dark for Georgia legal law Carmax did not notify me of any changes and also reporting wrong information and now have to wait two more weeks in hand to receive another vehicle . Sales person **** **** and ******* was not available for comment .

Desired Settlement: A Vehicle of my choose and with out a transfer Fee.

Business Response:

                                                                                                            April 2, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ****** ******

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ****** ******. In his complaint, *** ****** is requesting CarMax transfer a vehicle of his choosing at no cost to him. 

*** ****** reached out CarMax of Norcross, GA on March 11, 2014 to have a **** ***** ** ***, VIN ***************** (the “Vehicle”) transferred to their store.  The Vehicle arrived on Friday, March 21, 2014 *** ****** was unable to get to CarMax that day.  Customer stated that when he spoke to CarMax on Monday that the Vehicle was no longer at the CarMax of Norcross.  

*** ****** is currently working with CarMax of Roswell, GA to have another vehicle transferred in at no cost to him.  *** ****** also requested to speak to management from the CarMax of Norcross.  ***** ******, Assistant Store Manager at CarMax of Norcross reached out to *** ****** about his experience.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

Consumer Response: Better Business Bureau:

I have reviewed the offer 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,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 13, 2013 I purchased a **** ** ******* from Carmax on Midlothian Trnpk. Ever since then I've had nothing but problems with the vehicle. Just in the first month of owning the vehicle I had to take it back up to Carmax for 4 different problems that were supposed to be working considering they do what they call a 125 point inspection. The first problem was on March 19th, 2013. I took the vehicle up to Carmax because of a few problems. There was a burning smell coming from the vents, the lights were dimming when I'd hit brakes, the brakes were squealing, and the oil light would not go off. They replaced an Oil Sending Unit because it was shorted and leaking oil and the alternator belt to correct the dimming light problem. The oil light stopped coming on but the lights continued to dim. They claimed the odor was from the belt slipping or oil sensor leaking. The second time I took the car up to Carmax was on April 5th, 2013. I was still having problems with the squealing belts, squealing brakes, and the lights still dimming. They replaced a belt tensioner along with putting in a new battery for the lights dimming which did not help. As far as the brakes they cleaned and adjusted the rear brakes which did not help. The third time I had to take the car up there was on April 11th, 2013. This time my concern was the brakes again squealing. They resurfaced the front pads machined the rear drums and replaced the shoes. This did not solve the problem, it actually got worse over time due to cheap pads being used which built up tons of dust in the drums. The fourth time was on June 14th, 2013 for the brakes yet again. They were now grinding and squealing very loud and vibration was present when stopping. Their solution this time was finally the correct one, they replaced the rear brakes with factory drums and shoes. This did finally correct the problem. It seems to me the first three times I took it up there they tried to save a buck and just mask the problem until the warranty was expired. It gets much worse though, on September 13th, 2013 I had to have the rack and pinion completely replaced for about $700 at MsTuffy. The car actually had to sit in my apartment complex for a month almost until I could save up the money. I started noticing more of that burning smell about a month or two ago except it started smelling like either an electrical burn or burning rubber. On top of that it was making a loud grinding noise from the engine. I took it to my mechanic when I had the car inspected in February of 2014 and his diagnosis of the problem was the AC Compressor was going bad. The estimated repair cost for this part by my mechanic is around $980. Obviously I did not have that much cash to get it fixed as I've already put a lot of money into this vehicle but I had no other way to get to work. The car finally locked up on March 20th 2014 and wont start at all. The funny thing is that I took the car up there that day on March 20th, 2014 for an appraisal of the vehicle to sell it back to them. Their people looked over it and found no problems, even offered me $5,000 for it which I even have the appraisal form for. That night when I was going to work the car completely died because of the AC Compressor locking up. I even explained to the sales person about all the problems with it even the compressor because I'm an honest person. I think its funny how the guy at Carmax said their people are experts at appraising the value of vehicles and are well trained and certified at finding all the problems a car may have that affects the value of it but then it breaks down. I have gone up to Carmax and talked to the manager in the Service Department regarding my issue but no help was coming from them at all. In fact his response to me was we get people like this in here all the time. I said to him, you sell that many defective cars? He swore up and down they went above and beyond replacing a lot of things for free but when you think about it, they really didn't. Their agreement states that any problems you have within the first thirty days are fixed free, after that you are responsible. The reason I was able to get the brakes fixed finally in June was because the parts they used in April were still under a warranty by them so they had to replace them. So you see they only really did what they were required to do. To go above and beyond would be to admit they sold me a lemon and take further action. I am completely fed up with this vehicle. Just in the first year I've had nothing but problems with it and I don't want it anymore. I expected to buy a reliable, quality vehicle from Carmax and what I got was a piece of junk. They will not take any responsibility for what they sold me but yet they advertise they sell quality vehicles.

Desired Settlement: What I would like to see out of this is that Carmax either a) change the vehicle to a comparable one that actually works, or b) fix all these problems and do a thorough check for anymore problems. Not just claim they checked it like in that 125 point inspection. Because the first few problems I had were supposed to be working on that checklist.

Business Response:

April 8th, 2014

 

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

 

RE: *** ***** ******** 

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

 

Dear *** ****:

 

Thank you for forwarding the complaint received in your office from *** ***** ******** regarding the Vehicle purchased from the CarMax of *********** ******** (“CarMax”) on March 14th, 2013.  In his complaint, *** ******** shares his frustrations with the cost and amount of needed repairs to the Vehicle within the timeframe he has owned it.  Due to his frustrations, *** ******** is requesting CarMax to either repair the Vehicle at no cost to him or to exchange the Vehicle for a different one.

 

CarMax’s research shows that CarMax did appraise the Vehicle on March 20th, 2014 and made an offer to purchase the Vehicle from *** *********  This appraisal has since expired.  *** ******** is invited to have the Vehicle re-appraised and explore what options are available to purchase a different vehicle.  In addition, *** ******** has the option to have CarMax diagnose the Vehicle at his expense to determine what options are available for repair.  *** ******** is invited to contact the Service Manager at CarMax ************* ******* if he chooses one of the options above.

 

Thank you for providing CarMax an opportunity to respond.

 

Sincerely,

 

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

Consumer Response: Better Business Bureau:

I have reviewed the offer 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.

After the appraisal where Carmax certified appraisers deemed the car to look and show well the car broke down that same night of the appraisal and has been sitting at my apartment complex for the past 2 weeks.  I am unable to use the vehicle nor have a way to even take it up to Carmax.   Carmax refuses to admit they sold me a lemon which they need to take responsibility for their faulty vehicle they sold me.  This vehicle is a perfect example of the companies attempts to dodge the problem.  They appraised the car for $3000 less than what it was sold to me for.  How can the value of a car drop over $3000 in less than 12 months?   All I wanted to do was trade the car in for another vehicle of the same price but they want to charge me the $3000 on top of the other car's value.  I'm not trying to get out of buying the car, if I didn't want a car I wouldn't have went out and bought one.  I haven't missed a payment and I understand that cars have problems but this one goes above and beyond their CQC ( Carmax Quality Control).  In the beginning they did fix stuff that was wrong with it, but there is still tons more wrong with it for a car that they said had no problems and passed their 125 point inspection.  

Regards,

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


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Car max purchased my ******** from us. They were to mail off the loan check to the bank holding title to release and show the loaned was fulfilled. I spoke with ******* from business office which continued giving me the run around with when it will be paid off and when ill receive my over payment check. Im owed over $2,000 and have still not got a straight answer with when ill received it. I purchased 3 different car transactions with car max and every time i was lied to and giving wrong and false information. I was at car max until close to midnight one day with excuses after excuses and still treated like crap. They are very unprofessional with customer relations. I was consistently having to give more money up in order to satisfy and get things going. There very unprofessional and un knowledge with transactions and how to process money .I've even spoken to ********* which was the general manager and she even stated i will receive a *** **** refund check directly from *** ***** Yet that never happened either.

Desired Settlement: Im wishing to be compensated for all the extra money i had to put up in order to be able to leave. I paid nearly $1,299.50 extra to be able to drive of the lot.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

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

Dear *** ****,

Thank you for forwarding the complaint received in your office from *** ******* ***** regarding his recent experience at the CarMax store located in Roseville, California. In this complaint, *** ***** is requesting a refund of extra monies that he had to pay prior to leaving the store.

*** ***** completed several transactions during the period around or about February 15-17, 2014.  During these transactions, *** ***** purchased and returned a vehicle and he also purchased another vehicle.  *** ***** also sold a vehicle to CarMax during this period, which warranted the cancellation of his *******, Extended Service Plan.  According to the Business Office Associate at the above mentioned location, *** ***** was under the impression that he would be receiving a refund for a different vehicle. She stated that she was able to explain the entire transaction to *** *****, going through all of the computer screens to show *** ***** exactly what transpired.  After everything was explained, it was relayed to *** ***** that he would be receiving a refund for an overpayment in the amount of $******.

CarMax regrets any inconvenience that this may have caused *** *****.  ****** appreciates the opportunity to respond to this complaint. Please call me at ***** ********, extension ****, if you have any questions.

Sincerely,

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

Analyst, Executive Response Team

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have continued to have regular issues with the service department at the **** ****** Carmax location. These issues have been so frequent that I have had to contact the corporate office about this store more than two times in the past calendar year. The overall complaint is that customer service is terrible. This is an issues due to the fact that my car warranty is through Carmax, so in order to get the agreed upon reduced deductible, all services must be rendered at Carmax. To start, the service department never answers the phone in order for a consumer such a myself to schedule a repair ( but you will always get someone to answer the sales department line, which is how I have gotten into contact with the service department) so getting a warranty repair scheduled or completed is nearly impossible. Numerous times I have had to go to the store location in person. I have also had to call corporate to complain, just to get a returned call back to schedule a service appointment. Lately my issue has been with the quality of service. I have taken my car to the service department at this location due to car issues and I was told that there was nothing wrong with my car, only to have my car breakdown the next day over the weekend. I had to take my car to another dealer that was open on the weekend, and in return Carmax had to refund part of my warranty deductible. The latest issue I have had with the service department, is that my car was suppose to receive a service; 40,000K service, replace spark plugs and to investigate a coolant leak. I now believe that all of these services were not done, yet I was charged for the service and the coolant problem still remains. While supposedly conducting the services, their service department lost my tire key and now I am unable to get a damaged tire off of my car for repair at a tire shop. I went to the Carmax service department and they told me to buy another tire key and then they will reimburse me, which I think it is ridiculous that I have to correct this mishap, and now, as usual, I have not been able to get in contact with them again to discuss the key and to get an answer from the supervisor about the coolant issue. In the past, I have called the corporate office, but nothing seems to change. They continue to change management and it is impossible to get someone to answer the phones or to help with all of the continued service issues I have had. I have called numerous times and left a message this past week since the 6th, trying to get management to call me back. As of today, I have yet to hear back from them. I feel that I have no other recourse than to file a complaint with your bureau.

Desired Settlement: I want the existing repairs to be fixed and paid for by Carmax, in addition to the missing key replaced by the services department. I would also like the service department to be held accountable for their terrible customer service, whether that means a change in policy or management from corporate. As of today, nothing has gotten better since my first complaint to corporate over a year ago.

Business Response: April 9, 2014
***** ***** ********** **********
*** ********** **** ****** ***** ***
********* ******** *****
Re: Complaint ID *******
*** ***** ******
Dear *** ****:

I am writing you in response to your letter dated March 14, 2014, wherein you forwarded a complaint from *** ***** ******.  *** ****** requested in the desired settlement for CarMax to repair the existing concerns with her vehicle at no cost and to replace the missing tire key.  Additionally, *** ****** requested that CarMax be held accountable for the level of customer service she received.

*** ****** purchased a **** ******* *******, VIN ***************** (“the Vehicle”), from the CarMax store located in *** ****** ****** (“CarMax”) on or about August 29, 2011.  *** ****** mentioned in the complaint that during a previous repair visit she addressed a coolant concern.  Ms. Graham brought the Vehicle to the Service Department on or about January 16, 2014 to have the spark plugs replaced and a 40,000 mile recommended service performed.  However, CarMax’s records indicate that a coolant concern was not notated at the time of service or anytime thereafter.

*** ****** mentioned in the complaint that the Vehicle’s tire key was misplaced by the Service Department during her service visit.  CarMax reimbursed *** ****** $26.75 for the missing tire key.

CarMax has communicated *** ******** feedback regarding the lack of communication she has received and invites her to contact the Customer Relations Department at************* in order to assist with any remaining concerns she may have.  The Customer Relations Department can be reached Monday through Friday during the hours of 8:30 AM to 8:00 PM EST.

CarMax appreciates the opportunity to respond to this complaint.  CarMax apologizes for any inconvenience *** ****** may have experienced and considers this matter resolved.
Please contact me at (************ extension **** with any questions you may have.

Sincerely,

***** ********
Analyst, Executive Response Team

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Well when i bought the car they said i had a thirty day warranty i brought it back because the convertible top started ripping they said that natural wear and tear they would only pay half for the top. then 6 months later i replace the clutch and transmission by ****** dealership then thirty days later the engine blew . I talk to dealership says there is no way my engine should have blown at 43,000 miles they believe the miliage had been tampered with. I decided to talk with carmax about the engine they said i should bought a warranty, but at the time i asked for one they would roll it into the payment. the salesman said that i had to pay for it up front 2400.00 which i just paid 2400.00 for the down payment. After i talk with corporate about the issues they said i should been able to roll the warranty into the payment. Now they want me to pay 3400.00 for an engine they already got my money 22,000 from my fiance company . I feel they should pay for my engine this bull crap

Desired Settlement: I feel they should pay something for this engine since i bought this car on top of it my insurance company told me this car had been hit and they didn't disclose that either all i want is my car working again i'm not rich.

Business Response:

                                                                                                            April 2, 2014

Via Electronic Mail

***** ****, Operations Team Leader

Better Business Bureau

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: ***** *****

Dear *** ****:

I am writing in response to your letter which forwarded the complaint of ***** *****. On May 4, 2013 *** ***** purchased a **** ****** ****, VIN ***************** (the “Vehicle”), from the CarMax of Fort Lauderdale, FL.  In his complaint, *** ***** is requesting CarMax pay for his blown engine because he had to repair his convertible top and replace his clutch within the first six months. 

CarMax of Fort Lauderdale has addressed *** ******* convertible top tear by offering to pay half of the cost to repair as a show of goodwill.  CarMax was also told that *** ***** needed to replace his clutch six months after purchase but CarMax never received any documentation from *** *****. 

The engine malfunction has taken place approximately eight months after purchase. Even though *** ***** did not purchase an Extended Service Plan CarMax has offered to obtain an engine at cost and the labor at a reduced rate.  *** ***** had agreed to this arrangement but as of today has been unable to pay for repairs.  CarMax has had this engine on hand for ninety days and has tried to contact *** ***** several times to make plans for payment in order to replace the engine.  The Vehicle is currently parked in the CarMax Fort Lauderdale service area.

CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at *************, ext ****.

                                   

Sincerely,

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

Customer Relations Analyst

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we sold our car to ****** ** ******** 1 month ago they issued a check for CarMax to pay off the ******** **** that we tradet in with ****** of ********. CarMax tried to take a payment out of my account for the ******** 4 days ago.I had to call the bank to cancel the payment which cost me 26 dollars.Also the bank charged me 60 dollars for insufficient funds.I contacted ****** to find out the issue.I spoke with ***** ******* .She told me she issued a check 2 wks. ago to CarMax.***** contacted CarMax .They told her that they lost the check and cant find it.Cindy had to issue another check to CarMax.Carmax still owes me 1010 dollars for the warranty we had with ******** that we have not received,because of their mistake. Product_Or_Service: ******** Account_Number: Vin number ****************

Desired Settlement: DesiredSettlementID: Refund I would like to receive my money for the warranty,and the bankfees that I had to pay

Business Response:

                                                                                                            April 1, 2014

 

Via Electronic Mail

 

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

 

Re: ******* ******  

Dear *** ****:

 

I am writing in response to your letter which forwarded the complaint of ******* ******. On June 29, 2011 *** ****** purchased a **** ************* ****, VIN ***************** (the “Vehicle”), from the CarMax of ******** **.  In her complaint, *** ****** is requesting CarMax refund her for the Extended Service Policy (“ESP”) and bank fees. 

 

CarMax Business Service did refund*** ****** for her ESP on 3/20/14.  CarMax Business Service also faxed a “zero balance letter” to CarMax of******* on 3/31/14.  The Business Office Manager is sending out to *** ****** a copy of the “zero balance letter” via ***** this week.

 

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

 

 

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Conflicting odometer record that is on the contract. I bought the car from Carmax with a contract showing 20,599 miles on the odometer on date of purchase 3/13/2012. Two years later 2/22/14 I had the car appraised for a trade-in at a ****** dealership they ran a *** *** report that shows the car being over the 20,000 mile mark twice,on 4/10/2010 odometer read at 23,364 and on 4/30/2011 odometer read at 29,498. the odometer reading was kept on file at a ******** ***** ********** dealership in San Jose,Ca for routine maintenance by the first owner. After speaking with Carmax and them not offering a desired explanation of the mistaken mileage, I then spoke with ******** ***** which confirmed the mileage records through the matching VIN number records proved to be the same that we have through car fax. We have made a verbal complaint with Carmax twice and both times they offered no explanation or resolution that was except able only stating that somewhere else there has been a mistake but not a problem of their own.

Desired Settlement: Desired resolution is a complete refund of money spent on the purchase of the **********, a dissolution of the contract and all credit owed.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

Re:  **** ******* *********

Dear *** ****,

Thank you for forwarding the complaint received in your office from **** ******* ********* regarding the **** ********** ***, VIN *****************(the “Vehicle”) that she purchased on or about Mach 13, 2012 from the CarMax store located in San Diego, California.  In this complaint **** ********* is requesting a complete refund of monies spent on the purchase of the Vehicle.

As stated in her letter, **** ********* had a concern regarding the odometer reading on the Vehicle based on information stated on a vehicle history report.  As part of research that was done, the Purchasing Manager at the CarMax located in San Diego, California  reached out to a local ********** dealership.  He was told by an associate at the dealership that the mileage could be verified  by reading the Vehicle’s CPU and in regard to this particular Vehicle, it is impossible to roll back the odometer because it is stored on the CPU.  

It was also discovered that there is a high possibility that the mileage readings in question on the vehicle history report may have been in kilometers instead of miles, which would explain the appearance of higher mileage. To test that theory, the Purchasing Manager converted all recorded odometer readings to miles and it reflected a steady progress all the way through the time that the Vehicle was purchased by CarMax.  The Purchasing Manager explained  this to **** ********* and she was satisfied with the explanation.

CarMax appreciates the opportunity to respond to this complaint. Please call me at *************, extension ****, if you have any questions.

Sincerely,

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

Analyst, Executive Response Team

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a car from this company with an agreement from a Sales Representative to complete specific detailing, buffing, polishing and tinting and they agreed; they understood that I wanted the car to be "showroom" condition and they didn't hesitate to commit to all of the terms. After 24 hours I had to contact the company to inquire about a status and they continued to delay based on weather. When the Service Department called me to tell me that everything was completed and I could pick up the car, I returned to find that most of what they promised they completed was not done (they only fixed the tint on the back window per the agreement). While they will say that it was because the car had pollen on it (I understand that) it was clear that nothing else was done per the agreement. I had to deal with a Sales ******* that was so disrespectful and rude, he had me in tears. He told me that "the sales person never should have promised anything, he doesn't know what the service department agreed to and I was just one of thousands of customers and he didn't care if I bought the car or not." He also told me that if he were the sales person he would have told me "this is CarMax, these are used cars and he doesn't know what I was expecting." I purchased a **** **** ******** so I'm not sure why he felt the need to insult me with a comment about a used car; more importantly, it shouldn't have mattered if I purchased a 10K new car, CarMax is in the business of selling used cars so insulting customers in the market for used cars isn't the way to earn future business. I purchased my previous car from this business at this location and I will never work with this company again. This company has a return policy if you are not satisfied with the car in your possession for 5 days so this was not outside of normal policy. Yet upon completion of the return, the Business Office informed me that my registration was already submitted and I would have to work with the *** to transfer my registration.

Desired Settlement: I would like to speak with Senior Leadership at CarMax to inform them of this customer experience. I'm very disappointed and want to discuss the disrespectful behavior of the Sales Manager and the lack of communication between departments which made the customer service portion of this experience even worse.

Business Response:

April 2, 2014

 

 

 

VIA ELECTRONIC MAIL

 

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

BBB Serving Central Virginia, Inc.

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

Richmond, VA 23236

 

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

 

I am in receipt of the complaint that was filed by *** ***** ******, on March 15, 2014, regarding a **** ************* **** (the “Vehicle”), VIN ****************** that was purchased from CarMax in****** ******* (“CarMax”) on or about March 8, 2014.  *** ****** returned the Vehicle on or about March 14, 2014.  *** ****** is requesting to speak with Senior Leadership at CarMax about her experience.  ***** ********* Location ******* *******, will be reaching out to*** ****** on April 3, 2014.

 

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

Sincerely,

 

 

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

 

 

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 to my satisfaction 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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a used vehicle from Car Max in 2009. I went to trade it with CarMax last week and was informed that both front fenders had been painted and that the hood had been replaced. I have the vehicle history report that was given to me prior to purchase and it clearly says "No accident/damage" These repairs were not reported to me at the time of purchase and I believe represent a willful hiding of issues by CarMax

Desired Settlement: Car Max owes us cash because the vehicle is not worth as much at trade in since it has been wrecked. It was also not worth the amount we paid at the time of purchase. We are now concerned about the safety of the vehicle should it be in another crash because it was no MINOR accident to have 2 doors painted AND a new hood. We need them in the meantime to pay for a full structural analysis by a **** ********** ********. I certainly would not have bought a car that had had this much damage to it.

Business Response: March 25, 2014

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

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

Dear *** ****:

I am writing you in response to your letter dated March 4, 2014, wherein you forwarded a complaint from **** **** ******.  **** ****** requested in the desired settlement for CarMax to pay for a full structural analysis of her vehicle to be completed by an authorized **** mechanic.  **** ****** also requested that CarMax provide her a cash allotment for the vehicle due to structural damage not being disclosed at the time of purchase.

**** ****** purchased a **** ******* ***********, VIN ***************** (“the Vehicle”), from the CarMax store located in Gastonia, North Carolina (“CarMax”) on or about May 20, 2009.  **** ****** brought the Vehicle to CarMax on or about February 27, 2014 to have it appraised.  CarMax confirmed that the hood of the Vehicle had previously been replaced and the left driver side and passenger door had been painted, and presented **** ****** with an appraisal offer in the amount of $7,000.  However, **** ****** declined to accept that offer.

In order to readdress her concerns, CarMax reached out to **** ****** on or about March 20, 2014 to invite her to come in on or about March 22, 2014 to have the Vehicle reappraised by the Sr. Management Team.  **** ****** accepted the offer to have the Vehicle reappraised.  However, **** ****** did not show up for the scheduled appointment.

CarMax would like to extend **** ****** the offer to have the Vehicle reappraised and encourages **** ****** to contact ******* ******** at ************* to reschedule her appointment.
CarMax appreciates the opportunity to respond to this complaint.  CarMax apologizes for any inconvenience **** ****** may have experienced.
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 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 a lie.  I did not accept the offer of reappraisal and there was no appointment made.  *** ******** offered me a structural analysis by Carmax...with a wink wink reappraisal.....why would I trust them to give an honest analysis now????  They lied and continue to lie.  I'm thinking they have no clue about the structural fitness of this car or any car they sell and want to wash their hands of this deceit before it is made public.  *** ******** also told me that a high percentage (he gave me the number it was over 80%) of their vehicles sold receive paint and parts such as this and it is considered cosmetic and they do not feel obligated to disclose this information prior to selling these vehicles. 



Regards,

**** ******




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/27/2014 Problems with Product/Service
3/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October 18,2013, I purchased a **** **** ******* *********** from CarMax in Charlotte, NC. The same day I drove it home, the ESC light came on, indicating there was an issue with my brakes, and I had leaked out break fluid. Since it was a late Friday night, I could not call CarMax until the next day. I called on Saturday the 19th, but the service department was closed. Unable to drive my car for the entire weekend, I took it to the local CarMax Monday morning. They took a look at it and determined that there was a anti lock break malfunction, in which they repaired the rear caliper and replaced the break fluid. At this point I was a little nervous, as I did not purchase an extended warranty at that time. I decided to return the car and repurchase with the extended warranty. I added another $2099.00 to the original price of my car. Since then, I have experieiced more problems and issues with this car. On during late December, while trying to turn into a parking lot, the car just ceased. I was able to restart car, however, it made my CD changer, keep changing CD's, and also made my dash controls go crazy, indicating I had 0 miles to empty, yet I know I had gas in my car. On Christmas Eve, it gave out completely, not even turning over when I tried to start the car. I was able to jump the battery, but it seemed more like a faulty alternator problem. With the holidays, it was hard to get in touch with CarMax to see what was wrong with the car. I was finally able to get into the shop on 1/15/14. By this time I had also noticed an oil leak from the car as well. CarMax diagnosed the problem as a faulty battery, a loose oil filter, and my third break light out (which was working when I took it in). I was blamed for the oil filter because the car is due for an oil change. I discussed with CarMax that this car has given me nothing but problems since I purchased it and that I did not think after owning it for two months, I should be paying for these repairs. On 1/30/14, I tried to pull my car out of my garage, where is had been sitting for the past week, due to my lack of trust in it as well as winter weather. I put my car in reverse and put down my emergency break, and it felt like the break was still engaged. I pulled it back up then down and I still felt that same pull. I tired a couple of times to disengage my emergency break, but it still felt like it was engaged. I carefully drove it to the gas station and called CarMax, explaining what was happening and asking if I could bring it in. When I left the gas station, it felt like it finally disengaged, however, when I went to stop to turn onto main road, I had no breaks. I had to keep pumping them until it felt like i had some. I drove slowly and with my hazard lights on to the CarMax. They took it and looked at it. It was determined that the rear park break cable had frozen, causing the rear break pads to freeze and resurface the rotors. The cost for repairs for this is $546.62. Of course, non of this is covered under my extended warranty, because they said the line froze. I told CarMax, I am not paying to fix this, as these are recurring problems. I obtained the work service record from CarMax and after review, this is what was indicated as being done to the car prior to me purchasing it: 3/7/13: Oil change, Rear break pads replaced, install lug nuts, body trim component generic swap, front bumper repair and painted. Mileage recorded as 60728 3/19/13: Vehicle was transferred and apparently purchased by someone. I was told when I bought car, I was second owner. It failed CarMax quality control inspection on this date. 9/19/13: Car was returned to CarMax. They did oil change, oil filter, R&R caliper, wheel stud repair, painted front bumper again. Mile recorded at 67141. I purchased car on 10/18/13. One month later, with 67173 miles. Since the very first day I brought car home, I have had issues with rear calipers, something that was fixed on 9/19/13, oil leak due to faulty oil filter, which was changed on 9/19/13, and need new breaks in rear, which were replaced in 3/7/13. As far as the frozen emergency break line, after research, I have found out that the year ******* I have, a ****, had a TSB issued as follows: Ford TSB Article # ****** Issue Some ********* ******** built prior to 10/01/2005 may exhibit park brake cables that freeze in cold weather due to water intrusion, and subsequently not release. Under some conditions this could lead to dragging rear brakes. The rear sealing boot on the cable could deteriorate prematurely which may permit water intrusion. In freezing temperatures this could bind the cable inside the casing, and not allow tension to be released from the caliper. So the frozen break line, is a manufacture defect, not something that I caused. Besides all the issues with the car, my husband and I have experienced poor customer service from this company. They have been accusing towards me why things are going wrong with this car. I have been accused of not taking care of the car to driving the break and leaving the car outside in the winter weather, causing the break line to freeze. We have been in contact with corporate customer service, do to the unprofessional nature of the company and its employees. We have been told we will be called back, and receive no phone calls. I have told the company, I just want them to buy back the car, for what I purchased it for, and we will just pretend we never met. My husband and I purchased this car because we had two other cars that are in need of repair, so this car was supposed to get me back and forth to work so we could work on the other cars. Now I am forced with putting money into a car I spent $20,500 for. I have not driven it and it is currently sitting at CarMax, where I bought it.

Desired Settlement: I would like CarMax to buy back the car, at the original price I paid for it, causing me no money out of pocket, so I may go to another dealership to purchase a new car. I do not think I should be in the rear for a car that has been having problems since day one of delivery, and has had a history of same issues prior to me purchasing it.

Business Response:

***** ****

Better Business Bureau

720 Moorefield Park Drive Suite 300

Richmond, Va.  23236

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

Dear *** ****,

Thank you for forwarding the complaint received in your office from **** ***** ***** regarding the

**** **** *******, VIN *****************(the “Vehicle”) that she purchased on or about

October 18, 2013 from the CarMax store located in Pineville, North Carolina.  In this complaint,

**** ***** is requesting that CarMax buy back the Vehicle at the original price that it was sold to her.

As stated in her letter, **** ***** had several repair concerns with her vehicle including the following:

1.       On or about October 31, 2013, customer had concern with a warning light of low brake fluid.  The copper washers on the caliper were replaced.

2.       On or about January 3, 2014, customer had concern with the battery.  At this time the battery was replaced.

3.       On or about January 15, 2014, customer had a concern with an oil leak.  It was determined that the oil filter was loose. The filter was tightened at this time and no repairs were needed.

4.       On or about January 31, 2014, customer had concern with the emergency brake. It was determined that the Vehicle needed new brake cables and pads and the rotors needed to be machined.

Customer stated that due to the previous concerns, she no longer wanted the vehicle.  At this time CarMax offered to do an appraisal on the Vehicle.  CarMax took into consideration the concerns that **** ***** had with the Vehicle when making the appraisal offer.   On or about March 11, 2014,

 **** ***** decided to accept the appraisal offer and then purchased another vehicle.

CarMax regrets any inconvenience that this may have caused *** ***** and is happy to have been able to provide a solution. CarMax appreciates the opportunity to respond to this complaint.

Please call me at *************, extension ****, if you have any questions.

Sincerely,

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

Analyst  ,Executive Response Team

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a **** **** ******** at the **** ****** ** ************ **. location of CarMax (not in the drop down of sites), I asked the general manager about the tires and brakes and he stated that everything is checked out by them prior to sale and is good and passed their 125 point inspection. The car had 43,831 when purchased and I took the car to ******** ** ********, Ca with 46,566 miles and the front brakes only had 3mm left on them and had to be replaced. This is unacceptable. I called their business office to get assistance and they forwarded me to the service department which I couldn't get in touch with after 2 tries. Due to my concern over safety I had ******** replace the brake pads.

Desired Settlement: I wish to get a check to cover the brake repair for $321.42

Business Response:

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