Margot sent a message to Thomas J. Folliard – President and Chief Executive Officer of CarMax, Inc. – Email Address that said:
Dear Mr. Folliard,
I have been a customer since 2011 with CarMax. I have recently purchased another car this past March from your company as well. I have always been happy with the company spoken highly of it. However I am very frustrated with your company because I have received an email stating that I had a zero balance as of August 12th 2016 and the next month they took out another payment and then stated that my account was now closed for September. I didn't complain at first because I thought they made an error and were going to send me a refund, but the only refund I received was $10. when I called to complain I was told that my account was closed in September August. I sent screenshots of my emails regarding this information and I was still declined a refund. I don't understandwhere they are coming up with these different numbers from month to month. I am so serious that I was declined a refund for the last September payment I don't think I want to do business with CarMa ever again. by the time I pay off both these cars I will have spent almost $30,000 in your company and you are refusing me $251 refund.
I wanted you to know that your customer service is not tgh accounts are not accurate and this is the way you treat people who have been loyal to your company.
I hope I hear back from you soon regarding this issue.
Respectfully,
Margot
