ComplaintsforCarMax , Inc.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Chrysler 300 on Jan. 23, 2024.Took the dar back because the Gas Range Indicator was not functional. They said drive it a while; itll settle out. ?!?It did NOT settle out.Took it back again 2-26-24, and they gave me a loaner while working on it.They kept it for THREE WEEKS.No resolution.They said keep driving it; the problem will resolve itself. IT DID NOT!! Duh!I want them to FINISH THE *** or REIMBURSE me for this feature I paid for. My own mechanic can tell me the amount due.

  Business response

  04/08/2024

  April 8, 2024
  
  Operations Department   
  ***************************************************************************************************************
  
  Re: ********************************
  Complaint ID: ********
  2018 Chrysler 300 (the Vehicle) VIN: *****************
  
  Dear Ms. ********************************** you for forwarding the complaint from ******************************** dated March 25, 2024, regarding the Vehicle purchased from the CarMax location in ********, **(CarMax) on or about January 23, 2024. In the complaint, ***** expresses frustration that the Vehicles fuel gauge indicator is not working properly. ***** requests CarMax repair the fuel gauge indicator or refund them $300.00.         
  
  According to CarMax business records, ******************************** purchased the Vehicle on or about January 23, 2024, with approximately ****** miles on the odometer. CarMax offers a 30-day/1500-mile (whichever comes first) Money Back Guarantee and a 90-day/4000-mile (whichever comes first) limited-service warranty on all vehicles it sells. Additionally, at the time of purchase, CarMax provides customers the option to buy ************************ Plan(MaxCare), which covers many higher-cost mechanical and electrical vehicle repairs. ***** elected to purchase MaxCare for the Vehicle. Dianes MaxCare plan is administered by *********************************, carries a $250 deductible, and is valid through January 23, 2029, or until the odometer on the Vehicle reaches ******* miles (whichever comes first).
  
  According to CarMax business records, ******************************** scheduled a service appointment at CarMax on or about February 22, 2024, to have the Vehicle reviewed and diagnosed, as ***** reported concerns with the fuel gauge indicator not functioning. The Vehicles odometer was at or about ****** miles. ****** this appointment, CarMax diagnosed the issue and determined that the fuel gauge indicator was fully operational. To obtain a second opinion, CarMax partnered with a third-party repair shop to ask that they review the Vehicle. The repair shop diagnosed the Vehicle to find that the fuel gauge indicator was working as designed. In addition, CarMax contacted the Chrysler dealership to gain more information about the functionality of the fuel gauge indicator. This information was shared with *****.
  
  According to CarMax business records, after receiving this BBB complaint, CarMax, ******** attempted to contact ******************************** to provide additional support.

  CarMax declines ********************************** request for a $300 refund and recommends they contact CarMax, ******** at ************ for assistance with concerns regarding the function of the Vehicles fuel gauge indicator.
  
  As ******************************** is CarMaxs valued customer, we appreciate the opportunity to respond to this complaint.
  
  Sincerely,
  ***************************
  Analyst, Customer Relations
  Comment

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a suv from CarMax. The car has defects which they must have known about before selling it to me. I brought the back to the dealership before the warranty ended and I was told it just needed an oil change. When I was on the highway the car gave me an error message engine power reduced. The car slowed down considerably and I it to the dealership and they told me I was out of luck because my warranty ended 6 days ago. This is not acceptable because they knew the car had a defect. this is not fair to me and I am requesting that the remaining balance of the loan be paid off by carmax and that my deposit of $2500 be returned to me and I return the car to them

  Business response

  03/07/2024

  March 7, 2024 
  
  Operations Department 
  ************************************************************************;
  ********, ******** 23236 
  
  Re: Iyobami Tittle 
  Complaint ID: ******** 
  2018 GMC Terrain (the Vehicle), VIN: ***************** 
  
  Dear Mrs. **************************************** you for forwarding the complaint dated March 1, 2024, regarding the Vehicle Iyobami ****** purchased from the CarMax location in ******, ** (CarMax) on or about November 22, 2023. In the complaint, Iyobami ****** expresses frustration with ongoing mechanical issues and being informed that the CarMax limited warranty expired. Iyobami ****** requests CarMax to provide a refund for the down payment and to pay the remainder of the loan for the Vehicle. 
  
  According to CarMax business records, Iyobami ****** purchased the Vehicle on or about November 22, 2023, with an odometer reading of ****** miles. CarMax provides a 30-day Money-Back Guarantee, meaning all customers have the option to return a vehicle within 30 days if they have not surpassed ***** miles. CarMax provides a 90-Day/4,000-Mile (whichever comes first) Limited Warranty on every vehicle it sells. The Limited Warranty goes into effect on the date the Vehicle is purchased. At the time of sale, customers are provided the option to purchase the ************************ Plan ("MaxCare"). ******************** elected to purchase MaxCare, administered by the third-party company, Assurant. The ************************ Plan has been active since the date of purchase. The MaxCare policy that Iyobami ****** purchased for the Vehicle is active for 48 months or until the odometer reads ******* miles, whichever comes first.  
  
  According to CarMax business records, Iyobami ****** contacted CarMax on or about February 26, 2024, to express concern about low engine pressure and reduced engine power while driving. CarMax referred Iyobami ****** to a local ******** for diagnostics and repairs, as Iyobami ****** was outside of CarMaxs 90-day/4,000-mile limited warranty period. CarMax committed to covering the diagnostic fee at ******** for Iyobami ****** as a gesture of goodwill. 
  
  According to CarMax business records, Iyobami ****** also scheduled a service appointment at CarMax to address the same concerns for March 11, 2024. 
  
  According to CarMax business records, Iyobami ****** contacted CarMax on or about March 1, 2024, to discuss the mechanical concerns and next steps. CarMax informed Iyobami ****** of the benefits of MaxCare and advised that the next step would be to tow the Vehicle to a local GMC dealership to complete additional diagnostics and submit a claim to cover the necessary repairs through MaxCare. CarMax followed up with Iyobami ****** on the same day to recap the conversation and provide contact information for both the local GMC dealership and a towing company. 
  
  According to CarMax business records, after receiving Iyobami Tittles Better Business Bureau complaint, CarMax reviewed Iyobami Tittles concerns and Vehicle history. CarMax determined that Iyobami ****** has not brought the Vehicle to CarMax to address any mechanical concerns since the date of purchase. CarMax declines to pay the remainder of the Vehicle loan, refund the down payment, or complete a return for Iyobami ******. CarMax committed to reimbursing Iyobami ****** for their MaxCare deductible and offering a loaner vehicle if the necessary repairs to the Vehicle take longer than the seven days that MaxCare offers for rental reimbursement at $40 per day. CarMax contacted Iyobami ****** on or about March 5, 2024, to discuss the concerns about the Vehicle and deliver the resolution. Iyobami ****** informed CarMax that the Vehicle had been repaired and that they paid the MaxCare deductible and out-of-pocket expenses for a rental vehicle. CarMax committed to reimbursing Iyobami ****** for the MaxCare deductible with the submission of a receipt. If MaxCare does not reimburse Iyobami ****** a total of $40 per day for the rental vehicle, CarMax will provide reimbursement of $40 per day for the rental vehicle. ******************** expressed satisfaction with the resolution provided by CarMax. 
  
  Iyobami ****** is our valued customer. ********************** invites Iyobami ****** to contact CarMax with any outstanding questions or concerns regarding this matter. CarMax can be reached at ************. 
  
  CarMax appreciates the chance to respond to Iyobami Tittles complaint. 
  
  Sincerely, 
  **********************;
  Analyst, Customer Relations

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This information is reporting on my credit inaccurate from carmax auto sales for an loan. And it wasnt a loan ot was a in fact a credit sale

  Business response

  02/29/2024

  Please see the attached response.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid off the car loan November 2023 and was informed by Car Max and am still waiting for the vehicle title for which we paid $***** at the time of the purchase of the car. Mid-December 2023 we called Car Max inquiring about the vehicle's title. We were informed that the title was send to our old address in Katy TX, even though we did an online address change. I called again in mid-January, no delivery of requested documentation. To date we do not have the title or lien release. I now demand the lien release and re-imbursement of $***** we paid for a title at the time of the vehicle purchase. Regards,

  Business response

  02/09/2024

  Please see attached.

  Customer response

  02/11/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  C******* ****
  
  
  
  
  

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I hope this email finds you well. I am writing to file a formal complaint against carmax, and I am seeking your assistance in resolving a significant issue I have encountered. Below are the details of the situation: Background: - On December 12th, 2023, I received a check from carmax, which I deposited into my account, assuming it was related to a refund for a vehicle exchange. - Subsequently, I discovered that my bank account experienced a negative balance due to an unexpected withdrawal made by carmax without any prior notification. - Despite my immediate efforts to rectify the situation by contacting both carmax and my bank, I have encountered significant challenges in resolving the issue. Consumer Impact: - The error has resulted in severe financial consequences, including overdraft fees, a frozen account, and emotional distress. Communication with carmax: - I have been in contact with carmax, and they have acknowledged the error but indicated that they are unable to rectify the financial impact on my account. Requested Resolutions: 1. Thorough review and reversal of any fees incurred as a result of this error by my bank. 2. Clear communication regarding the steps carmax will take to rectify the situation and prevent similar occurrences in the future. Consumer Protection Bureau: - I have already filed a complaint with the Consumer Financial Protection Bureau (CFPB) regarding this matter. I kindly request your intervention and assistance in facilitating a resolution to this matter. Your involvement is crucial in ensuring fair treatment for consumers and holding businesses accountable for errors that negatively impact their customers. Please let me know if you require any additional information or documentation to proceed with this complaint. I appreciate your attention to this matter and look forward to your assistance. Thank you for your time and consideration. Sincerely, C****** ****** ****** *************************

  Business response

  02/02/2024

  February 2, 2024 
  
  Operations Department 
  720 Moorefield Park Drive, Suite 300 
  Richmond, Virginia 23236 
  
  Re: C****** ****** 
  Complaint ID: 21176140 
  
  Dear Mrs. J******* **** 
  Thank you for forwarding the complaint dated January 21, 2024. In the complaint, C****** ****** expressed frustration with funds being removed from their bank account after depositing a check received from CarMax. C****** ****** requests CarMax to provide a refund. 
  
  According to CarMax business records, C****** ****** purchased a 2019 Chevrolet Spark from the CarMax Memphis location in Memphis, TN, on or about September 1, 2023, and paid a down payment of $*** at the time of the purchase. C****** ****** visited the CarMax Germantown location in Memphis, TN, on or about September 6, 2023, to return the 2019 Chevrolet Spark within CarMax's 30-day/1,500-mile return period. During this visit, C****** ****** located a 2019 Hyundai Elantra and proceeded with the purchase. C****** ****** requested to transfer the $*** down payment paid for the 2019 Chevrolet Spark to the 2019 Hyundai Elantra. CarMax processed the $*** down payment as a store credit and applied it as the down payment for the 2019 Hyundai Elantra. 
  
  According to CarMax business records, C****** ****** contacted CarMax on or about January 11, 2024, to express frustration that they received a check for $*** and deposited it to their bank, but the funds were withdrawn from the account. C****** ****** requested compensation for the funds that were withdrawn from the account. 
  
  CarMax reviewed C****** ******’s concerns and vehicle history. CarMax determined that the $*** check C****** ****** received was stopped because the funds were applied to the purchase of the 2019 Hyundai Elantra. C****** ****** is not due any funds from CarMax, and the check cannot be reissued. CarMax contacted C****** ****** on or about January 12, 2024, to explain that CarMax cannot reissue the check, as the funds have already been applied to the purchase of the 2019 Hyundai Elantra. 
  
  C****** ****** is our valued customer. CarMax invites C****** ****** to contact CarMax with any outstanding questions or concerns. CarMax can be reached at (800) 519-1511. 
  
  CarMax appreciates the chance to respond to C****** ******’s complaint and considers this matter closed. 
  
  Sincerely, 
  E**** ****** 
  Analyst, Customer Relations

• Initial Complaint

  01/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  NOTICE TO AGENT IS NOTICE TO PRINCIPAL NOTICE TO PRINCIPAL IS NOTICE TO AGENT ACCT#******** Carmax Auto Finance you are furnishing inaccurate and incorrect information to the consumer reporting agencies. The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes. As defined by the IRS Even if you didn’t receive a Form 1099-C, you must report canceled debt as a gross income on your tax return. The IRS clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate! By Definition The IRS clearly says a Canceled debt or Charge off is Income. The reporting of this account as a debt is inaccurate. 15 U.S. Code § 1681s–2 Says you Carmax Auto Finance are a furnisher of information to a consumer reporting agency. You ARE PROHIBITED BY LAW to furnish accurate information. I demand you to Cease and Desist the reporting of incorrect/in accurate information immediately. 15 U.S. Code § 1681s–2(a)(1)(A) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. You are hereby put on NOTICE that you are furnishing incorrect inaccurate information. The lender must file Form 1099-C and send you a copy if the amount of debt canceled is $600 or more and the lender is a financial institution, credit union, federal government agency, or other applicable entity as discussed earlier in chapter 1. The above paragraph is taken directly from the IRS 2021 publication. SEND ME FORM 1099-C that you should have sent when you Filed the account as a canceled debt. Cambra Chevalier Acct# ******** 1116 WILL ANGELLE RD ARNAUDVILLE,LA 70512 15 U.S. Code § 1681s–2 - Responsibilities of furnishers of information to consumer reporting agencies (a)Duty of furnishers of information to provide accurate information (1)Prohibition (B)Reporting information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency if— (i)the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate; and (ii)the information is, in fact, inaccurate. Duty: a moral or legal obligation; a responsibility. Accurate: correct in all details; exact Prohibition: a law or regulation forbidding something. In conclusion I have shown you and you have been put on notice that you are reporting Inaccurate information. The information is, in fact, inaccurate. The continued reporting of this INACCURATE information is a clear violation of the Law 15 USC 1681 s-2 of your responsibilities as a furnisher of information. You have caused me and my family severe harm due to your negligence and INACCURATE reporting. This is a final opportunity to Cure and DELETE this Erroneous, inaccurate account from my Consumer report. 15 U.S. Code § 6802 (a) Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title.(b) (1) A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless—(A) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party; (B) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party; and (C) the consumer is given an explanation of how the consumer can exercise that nondisclosure option. THIS IS A VIOLATION OF MY CONSUMER RIGHTS DELETE THIS ACCOUNT FROM BEING FURNISHED ON MY CONSUMER REPORTS!

  Business response

  02/02/2024

  Please see the attached response.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair appt on 1/11/24 at Carmax in Fresno Ca. Three concerns on car. Alignment-car is pulling to the right No alignment test done, tires were rotated. Brake light is on and message says brake pads need to be changed. Was informed its not the brake pads but 2 sensors out. No sensor code was on paperwork nor was there anything listed on paperwork on how they determined that. Last but not least, noise and a jerking action is felt and heard in rear of car but supposedly normal with no explanation on paperwork how it was determined. Now TPMS light on since tires were rotated. Air pressure not checked as paperwork says they were. Spoken to very rudely by manager Jim. Carmax Solutions has been very concerning as its in house peers. They have gotten this complaint wrong and twisted.

  Business response

  02/01/2024

  February 1, 2024 
  
  Operations Department 
  720 Moorefield Park Drive, Suite 300 
  Richmond, Virginia 23236 
  
  Re: T**** ******* 
  Complaint ID: ******** 
  2016 Porche Cayenne Hybrid (the “Vehicle”), VIN: ***************** 
  

  Dear Mrs. J******* **** 
  
  Thank you for forwarding the complaint dated January 16, 2024, regarding the Vehicle T**** ******* purchased from the CarMax location in Fresno, CA (“CarMax”) on or about October 12, 2023. In the complaint, T**** ******* expressed frustration with mechanical concerns and the services reported as completed on the Vehicle. T**** ******* requests CarMax to show all work completed on the Vehicle, including a copy of the diagnostics completed and how it was determined to complete the specific repairs. 
  
  According to CarMax business records, T**** ******* purchased the Vehicle on or about October 12, 2023, with an odometer reading of 55,437 miles. CarMax provides a 30-day Money-Back Guarantee, meaning all customers have the option to return a vehicle within 30 days if they have not surpassed 1,500 miles. CarMax provides a 90-Day/4,000-Mile (whichever comes first) Limited Warranty on every vehicle it sells. The Limited Warranty goes into effect on the date the Vehicle is purchased. At the time of sale, customers are provided the option to purchase the MaxCare Extended Service Plan ("MaxCare"). T**** ******* elected not to purchase MaxCare. 
  
  According to CarMax business records, T**** ******* scheduled a service appointment at CarMax on October 23, 2023, to have the Vehicle reviewed and diagnosed, as T**** ******* reported concerns with the taillights and rear cargo light being inoperable, an oil leak, and issues with the rear-view mirror dimming. The Vehicle’s odometer was at or about 56,057 miles. CarMax reviewed the Vehicle and determined that the engine oil drain plug was leaking out and needed to be replaced and that the rear body control module needed to be replaced. CarMax drained the oil, replaced the engine oil drain plug, and replaced the rear body control module. CarMax sublet the Vehicle to a local dealer to program the rear body control module and to perform a repair to address a recall. These repairs were completed under CarMax’s 90-day/4,000-mile limited warranty at no cost to T**** *******.
  
  According to CarMax business records, T**** ******* scheduled a service appointment at CarMax on January 11, 2024, to have the Vehicle reviewed and diagnosed, as T**** ******* reported concerns with the emergency brake light displaying when it is not being used, pulling to the right while driving, and jerking when accelerating from a stop. The Vehicle’s odometer was at or about 58,516 miles. CarMax reviewed the Vehicle and determined that the tires needed to be rotated and the front brake sensors needed to be replaced. CarMax rotated the tires and ordered the necessary parts to complete the brake sensor repair. CarMax determined the jerking concern is normal operation as the Vehicle switches from electric to engine power, and no repairs were completed. These services were completed under CarMax’s 90-day/4,000-mile limited warranty at no cost to T**** *******. CarMax scheduled another appointment for T**** ******* to return to complete the brake sensor repairs on January 22, 2024.
  
  According to CarMax business records, ****** ****, the co-buyer on the Vehicle, contacted CarMax Customer Relations on or about January 15, 2024, to express concern about the repairs completed on the Vehicle and the repair invoice provided. ****** **** requested a copy of the diagnostic report from CarMax and for any information from CarMax in writing.
  
  CarMax reviewed ****** **** and T**** *******’ concerns and Vehicle history. CarMax determined that the repairs completed on the Vehicle and the invoice provided were reviewed with ****** **** in person. CarMax committed to covering the cost for CarMax or a local dealer to complete an additional diagnostic, and Pamela shared that they would reach out to CarMax if they wanted to proceed with this option. CarMax provided all available service records to ****** **** or T**** ******* and there are no additional records or information that can be provided.
  
  According to CarMax business records, CarMax Customer Relations attempted to contact ****** **** by phone and left a voicemail on or about January 16, 2024. T**** ******* contacted CarMax Customer Relations on the same day to discuss the resolution and disconnected the call. CarMax Customer Relations returned T**** *******’ call to discuss the resolution option, and ****** **** was present during the call as well. CarMax advised T**** ******* and ****** **** that CarMax has provided all the available information regarding the repairs completed on the Vehicle and committed to providing another copy of the invoice and covering a diagnostic at a local dealer if they would like a second opinion. T**** ******* and ****** **** expressed dissatisfaction with the resolution presented by CarMax. CarMax reiterated the resolution, and T**** ******* and ****** **** disconnected the call.
  
  According to CarMax business records, T**** ******* scheduled a service appointment at CarMax on January 22, 2024, to complete the front brake sensors. T**** ******* did not show up for this service appointment.
  
  T**** ******* is our valued customer. CarMax invites T**** ******* to contact CarMax with any outstanding questions or concerns. CarMax can be reached at (800) 519-1511. 
  
  CarMax appreciates the chance to respond to T**** *******’ complaint. 
  
  Sincerely, 
  E**** ****** 
  Analyst, Customer Relations

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold a 2020 ford mustang to CarMax Potomac mills back on October 16 or 17th. The car had an auto loan that was paid off a few days after the transaction. I still have not received payment for my vehicle which should have been the difference between the loan and the purchase price. I have called the office multiple times a month for weeks on end and they are offering no solutions. At this point I don’t know what else to.

  Business response

  02/01/2024

  February 1, 2024
  
  Operations Department
  720 Moorefield Park Drive, Suite 300
  Richmond, Virginia 23236
  
  Re: L**** *****
  Complaint ID: ********
  2020 Ford Mustang (the “Vehicle”), VIN: ***************** 
  
  Dear Mrs. J******* ****
  Thank you for forwarding the complaint dated January 11, 2024, regarding the Vehicle L**** ***** sold to the CarMax location in Woodbridge, VA (“CarMax”) on or about October 16, 2023. In the complaint, L**** ***** expresses concerns about the positive equity for the Vehicle. L**** ***** has requested CarMax provide the positive equity funds owed after the Vehicle was sold.
  
  According to CarMax business records, L**** ***** sold the Vehicle to CarMax on or about October 16, 2023. L**** ***** sold the Vehicle to CarMax using a Power of Attorney. As a result, CarMax was required to wait for the Vehicle title to arrive with the owner's signature before sending L**** ***** the positive equity funds owed.
  
  CarMax has provided L**** ***** with the request for the positive equity funds for the Vehicle. On or about January 11, 2024, a positive equity check was delivered to L**** ***** via FedEx.
  
  CarMax appreciates the opportunity to respond and address L**** *****’s complaint and considers this matter closed.
  
  Sincerely,
  J****** ******
  Analyst, Customer Relations

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 BMW 328i from the Carmax in Stockbridge ga, in January 2023. I took the car in September to a service center because it said I needed brake fluid and I was going to also get an oil change. Took the car in and the mechanic advised I didn’t need brake fluid and the car is reading wrong, he also said it wasn’t time for an oil change, he advised I should check with Carmax to see if during their 120 point inspection they didn’t reset something. We’ll November comes and my car stops and stalls on me, I take it to a repair shop that’s under my warranty, they diagnose it and says the oil pan failed so the engine wasn’t getting oil which caused the engine to seize. They have my vehicle for a month, I pay my *** deductible, I pick the car up and the check engine light comes back on and the car begins to go into an immobilization error. The bmw is once again broke down. My problem is I get a rebuilt engine that’s purchased from a vendor put into this bmw that has who knows what other issues. Carmax should have checked the vehicle for all issues I just made a year having the vehicle in January but been having the issues prior to that. I feel like they sold me a lemon and I’m gonna continue to have engine problems and they are gonna require me to pay *** deductible each time knowing the car is worthless.

  Business response

  01/31/2024

  January 31, 2024
  
  Operations Department
  720 Moorefield Park Drive, Suite 300
  Richmond, Virginia 23236
  
  Re: M***** ********
  Complaint ID: ********
  2016 BMW 328 (the “Vehicle”), VIN: ***************** 
  
  Dear Mrs. J******* ****
  
  Thank you for forwarding the complaint dated January 11, 2024, regarding the Vehicle M***** ******** purchased from the CarMax location in Stockbridge, GA (“CarMax”) on or about January 30, 2023. In the complaint, M***** ******** expresses mechanical concerns about the Vehicle. M***** ******** has requested CarMax provide an exchange, billing adjustment, and replacement for the Vehicle.
  
  According to CarMax business records, M***** ******** purchased the Vehicle on or about January 30, 2023, with an odometer reading of 74,383 miles. CarMax provides a 90-day/4,000-mile Limited Warranty (whichever occurs first) and a 30-Day/1,500-mile (whichever occurs first) Money Back Guarantee on every vehicle it sells. The Limited Warranty goes into effect on the date the Vehicle is purchased. At the time of sale, customers are provided the option to purchase the MaxCare Extended Service Plan. M***** ******** elected not to purchase the MaxCare Extended Service Plan for the Vehicle.
  
  According to CarMax business records, CarMax has no repair history on record for the Vehicle during M***** ********’s ownership. Before receiving this complaint, CarMax had no knowledge of any concerns with the Vehicle.
  
  CarMax cannot support M***** ********’s request for an exchange, billing adjustment, or replacement for the Vehicle. M***** ********’s Limited Warranty with CarMax for the Vehicle has expired, and the MaxCare Extended Service Plan was not purchased. M***** ******** consented, authorized, and signed the Retail Installment Contract for the Vehicle, and no billing adjustments to the loan can be made. CarMax encourages M***** ******** to contact the Vehicle’s lender for assistance regarding the loan. CarMax welcomes M***** ******** to have the Vehicle appraised if they wish to explore other vehicle options.
  
  CarMax appreciates the opportunity to respond and address M***** ********’s complaint and considers this matter closed.
  
  Sincerely,
  
  J****** ******
  Analyst, Customer Relations 

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 21124819, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First off how can they say I have no contract when they sent an inspector out to the mechanic place that was working on the BMW, i also attached a photo shot of the policy, i co signed for this vehicle for my daughter so maybe it’s listed under K******* ******, i have two vehicles with Carmax, i declined coverage for my 2015 Jaguar that’s not the vehicle in question here. We picked the car up from the shop and had to get it towed back to the shop for more repairs and Carmax said we had to pay an additional *** deductible when the vehicle didn’t even make it 10 miles from picking it up at the shop from being there since November 16th!! I foresee many issue ls with this vehicle, but for them to say I don’t have max care is crazy when we purchased the day we purchased the vehicle, so we paid for a car while in the shop with engine issues 2 car payments. This just shows Carmax don’t pay attention to they’re contract and don’t know what they are talking about. The file of the contract i attempted to upload is not being supported so I attached the claim Maxcare contract for the 2016 BMW 328 that we purchased the day of the vehicle purchase.
  
  maxcare contract: ***********
  Regards,
  
  M***** ********
  
  
  
  

  Business response

  02/02/2024

  February 2, 2024
  
  Operations Department
  720 Moorefield Park Drive, Suite 300
  Richmond, Virginia 23236
  
  Re: M***** ********
  Complaint ID: Rebuttal #********          
  2016 BMW 328 (the “Vehicle”), VIN: ***************** 
  
  Dear Mrs. Jennifer Via:
  
  Thank you for forwarding this rebuttal for M***** ******** dated January 31, 2024, regarding the Vehicle purchased from the CarMax location in Stockbridge, GA (“CarMax”) on or about January 30, 2023. In the rebuttal, M***** ******** expresses concerns regarding the MaxCare Extended Service Plan not being recorded for the Vehicle and feels CarMax’s response was insufficient.
  
  Per M***** ********’s initial complaint, CarMax stated that M***** ******** elected not to purchase the MaxCare Extended Service Plan (“MaxCare”) for the Vehicle. Due to M***** ******** being the co-buyer on the Vehicle contract the MaxCare policy did not populate while researching the original complaint. Upon further discovery, CarMax validated that the primary buyer and co-buyer, M***** ******** did purchase the MaxCare Extended Service Plan for the Vehicle with a contract term of 48 months or when the Vehicle's odometer registers 100,000 miles, whichever comes first. The Vehicle's MaxCare Extended Service Plan is administered by the third-party company, Fidelity Warranty Services. The Service Contract begins on the purchase date of the Vehicle.
  
  After receiving this rebuttal, CarMax re-verified there is no repair service history for the Vehicle on record with CarMax. During Vehicle ownership at no time did the primary buyer or M***** ******** bring any mechanical concerns in the Vehicle to the attention of CarMax. M***** ******** can utilize the MaxCare Extended Service Plan for the Vehicle if additional repairs are needed until the policy expires.
  
  CarMax encourages M***** ******** to have the Vehicle diagnosed by the manufacturer BMW and contact Fidelity Warranty Services for further support of any present repair needs. If M***** ******** has any questions or concerns regarding the MaxCare policy terms and conditions, they can contact Fidelity Warranty Services by calling, (866) 499-6746. CarMax appreciates the opportunity to respond to this rebuttal for M***** ******** and considers this matter closed.
  
  Sincerely,
  
  J****** ******
  Analyst, Customer Relations  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Carmax Auto Finance. I do not have a contract with Carmax Auto Finance. They did not provide me with the original Contract as I requested.

  Business response

  11/22/2023

  Please see attached our response.

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