Bastian Roofing, Inc.

December
14,
***
***, Operations Supervisor
RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
*** *** (VIN: ***
the “Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Ms*** regarding her purchase of the
Vehicle from CarMax of Ellicott City, MD (“CarMax”) on September 18th,
In her complaint, Ms*** alleges that she was misled at the time of
purchase of the Vehicle regarding the history and therefore requests that CarMax
initiate a full refund of her purchase price
Ms
*** states in her complaint that CarMax “uses [CarFax] as a marketing
tool...,” which is untrueCarMax guarantees that every vehicle presented for
sale is free of both frame and flood damage; however, CarMax does not guarantee
that every vehicle sold is accident-free
CarMax
provides an AutoCheck vehicle history report on each vehicle available for sale
so that the customer is aware of all available information prior to purchaseThere
were no accidents listed on the AutoCheck report at the time of sale
CarMax
will not be offering a full refund of the Vehicle as any available return
period has expiredIf Ms*** is still in possession of the Vehicle and would
like to sell it, CarMax would be happy to appraise itIn the event Ms***
has any further questions, she is welcomed to contact me at 1-800-519-1511,
ext
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

Thank you for forwarding the
complaint received in your office from Mr*** as it pertains to his
purchase of the Vehicle from CarMax of *** ** (“CarMax”) on March 24,
In the complaint, Mr
*** requests that CarMax refund the purchase price of the Vehicle for
undisclosed
accidents on the Vehicle prior to sale
CarMax was aware of Mr***’s co**erns
prior to receiving this complaintCarMax was in contact with Mr*** on
or about August 3, and August 30, regarding these co**ernsCarMax
provided an AutoCheck Vehicle History Report to Mr*** which reflected
zero accidents for the VehicleCarMax guarantees that there is no frame or
flood damage on any vehicle prior to saleCarMax does not guarantee an
accident-free vehicle
CarMax contacted Mr*** to
bring the Vehicle to CarMax for an evaluation and consultation about any
options that may be availableAt this time, CarMax declines Mr***’s
requested settlement as any CarMax issued warranty has expiredIf Mr***
would like to sell the Vehicle, CarMax would be happy to appraise itMultiple
attempts to contact Mr*** have been unsuccessful
Mr*** is e**ouraged to
contact CarMax at 919-783-with any further questionsCarMax appreciates
the opportunity to address this complaint
Si**erely,
Curt D***
Analyst, Customer
Relations

June 30, 2017
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Re: *** *** ***
Complaint ID: ***
*** *** *** *** (the “Vehicle”), VIN: ***
Thank you for forwarding the complaint
dated June 19, 2017, regarding the Vehicle purchased from the CarMax store
located in *** *** (“CarMax”) on or about June 8, In the
complaint, Mrs*** states that when CarMax appraised the Vehicle, she was
informed there were signs of structural damageMrs*** request that
CarMax pay off the amount left on the Vehicle’s loan
CarMax guarantees that each vehicle
sold is free from frame and flood damageUpon receiving Mrs***’s
complaint and completing the necessary research, CarMax has offered to buy the
Vehicle back at the original price paid my Mrs***, including the price
of taxes and fees A member of the
Burbank store management team has been in communication with Mrs*** about
this offer and to arrange next steps for CarMax to buy the Vehicle
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closedPlease contact me
at *** ***, extension ***, with any questions you may have
Sincerely,
Jennifer L***
Analyst, Executive Response Team

August 13, 2015*** *** *** *** Moorefield Park Drive, Suite 300Richmond, Virginia 23236*** *** ***Complaint ID *** *** ** *** *** *** *** ***Dear Ms***: Thank you for forwarding the complaint dated July 29, regarding the Vehicle
purchased from the CarMax store located in *** *** *** (“CarMax”) on or about September 29, In this complaint, Mr*** is requesting an adjustment of the Vehicle price paid.CarMax utilizes AutoCheck reports, provided by ***, as well as a rigorous inspection process to ensure we do not sell vehicles with frame or flood damage The AutoCheck report provided to Mr*** prior to his purchase does indicate the Vehicle was involved in two impacts It also states, specifically, “No frame/unibody damage record.” These reports are made available to all CarMax customers prior to purchase CarMax also offers a 5-day return period to allow for any independent inspections or report requests they would like to conduct.CarMax has reached out to Mr*** to offer an inspection of the Vehicle Mr*** can speak with the Location General Manager, *** ***, to schedule his inspection *** can be contacted directly at *** extension ***.CarMax appreciates the opportunity to respond to this complaint.Please contact me at *** extension *** with any questions that you may have.Sincerely,*** ***Analyst, Customer Relations

Revdex.com:
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,
*** ***

Hello ***:I got a little confused and failed to add a comment in the site to explain why I am refusing the CarMax offer.First of all, I can't see where a reasonable offer has been made. Yes, the offer to return the car was offered, but I think that was somewhat of a unreasonable suggestion or offerI like the car, but is unhappy with the matching of the paint so why would I immediately settle for such an offer I think the paint work on a *** should have been disclosed at the time of sale I did mention the paint to the sales person, but he stated that it was the reflection of the light (This car was purchased at night). I am very surprised that a large company such a CarMax would balk over $1500, instead of satisfying their customers When I first took the car into the dealership to address this issue, the service manager never acknowledged me I had to deal with the sales manager He looked at the car, but never addressed me at any time Just told the sales manager to tell me that the match was the best match that CarMax could do Again, I think this was also poor customer satisfaction.Any help that you as the Revdex.com can give me in resolving this matter would be very much appreciated.Regards,*** *** Hello ***:I got a little confused and failed to add a comment in the site to explain why I am refusing the CarMax offer.First of all, I can't see where a reasonable offer has been made. Yes, the offer to return the car was offered, but I think that was somewhat of a unreasonable suggestion or offer. I like the car, but is unhappy with the matching of the paint. so why would I immediately settle for such an offer. I think the paint work on a *** should have been disclosed at the time of sale. I did mention the paint to the sales person, but he stated that it was the reflection of the light. (This car was purchased at night). I am very surprised that a large company such a CarMax would balk over $1500, instead of satisfying their customers. When I first took the car into the dealership to address this issue, the service manager never acknowledged me. I had to deal with the sales manager. He looked at the car, but never addressed me at any time. Just told the sales manager to tell me that the match was the best match that CarMax could do. Again, I think this was also poor customer satisfaction.Any help that you as the Revdex.com can give me in resolving this matter would be very much appreciated.Regards,Freddie Hunter(979)

August 17,
*** *** *** ***
Moorefield
Park Drive, Suite
Richmond,
Virginia
*** *** *** ***
Complaint
ID ***
*** *** *** *** *** *** ***
Dear Ms***:
I am in receipt of
the additional message dated August 7,
regarding the Vehicle purchased from the CarMax store located in *** *** (“CarMax”) on or about July 13,
CarMax’s records indicate that on August 13,
2015, two refund checks were issued and mailed to Mr*** (check #*** and check #*** in the amounts of $and $375.00, respectively) Mr*** should receive both checks within
7-business days
CarMax encourages Mr*** to contact
CarMax’s Customer Relations Department at *** if he does not receive
both refund checks
CarMax appreciates the opportunity to respond
to this complaint
Please contact me
at *** extension *** with any questions that you may have
Sincerely,
*** ***
*** *** ***

May 6,
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer
Complaint of *** ***
Dear
Sir/Madam:
Thank you for
sharing *** ***’s complaint and providing us the opportunity to respond Ms*** states that she has not received a
mailed monthly statement despite making several requests. She has access to her statements on our
website, but she would prefer monthly statements to be mailed to her home
address I am happy to report that Ms
***’s account has been updated so that she will receive her statements at her
home address going forward
I would like
to take this opportunity to apologize to Ms*** for the delay in having her
statements mailed to her home address.
When Ms*** called to have her statements mailed to her, the associate
made the necessary account adjustments.
However, a system issue occurred and the statements were not
mailed. Then to compound the issue, the
next time Ms*** called about her statements, our associate incorrectly
advised her that she could not change her statement delivery because she was
not the primary account holder. This is
not our policy, and feedback has been provided to the associate. Further, please note that the cause of the
system issue has been identified and fixed.
I want to thank Ms*** for bringing this to our attention
I have
confirmed that Ms***’s next statement was mailed to her home address on May
4, 2016. I am enclosing Ms***’s May
statement and her previous three statements for her records. Again, we offer our sincere apology to Ms
*** for her inconvenienceIt is our mission to provide a world class customer
experience and we are sorry to learn that we failed on our commitment in this
case.
Thank you, again, for bringing this
complaint to our attention and for the opportunity to identify and to correct a
procedural and a system issueIf you need any additional information regarding
the above, please contact Jennifer A*** at (770) 792-x***
Sincerely,
Brent A***
Operational Compliance Manager
CarMax Auto Finance
Copy:
*** ***

May 7,
*** ***, Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
*** *** *** (VIN: *** (“the Vehicle”)
Dear Mrs
***,
Thank
you for forwarding the complaint received in your office from Mr***
regarding his purchase of the Vehicle from CarMax of San Antonio, TX (“CarMax”)
on January 14th,
In his complaint, Mr*** referenced service concerns with the Vehicle and requested that CarMax repair
the Vehicle
After Mr***’s
purchase, CarMax serviced the Vehicle on February 3rd, At that
time, CarMax replaced the brakes and radiator reservoirCarMax also reset the
maintenance sensorAll of the repairs were covered under CarMax’s Limited
30-Day WarrantyMr*** did not mention any additional concerns during this
visit
CarMax has not spoken with Mr*** since
these repairs were completedAll of these repairs are guaranteed by CarMax for
six months and 6,miles from the time of service
CarMax would be happy to diagnose
any additional repair concerns Mr*** may have at his expenseIf Mr***
has any further questions regarding his complaint, he may contact me at *** *** ***
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
*** ***
Analyst, CarMax Customer Relations

February 14, 2017*** *** *** ***Re: *** *** ***Complaint ID *** *** ** *** *** *** *** ***I am writing in response to your letter dated January 26, 2017, wherein you forwarded a complaint from *** *** *** regarding the Vehicle sold to the
CarMax store located in *** *** ** (“CarMax”) on or about February 14, In the complaint, *** *** states that her employment wages were garnished due to CarMax’s failure to adequately process the Release of Liability for the Vehicle and is requesting for CarMax to address this matter right away, in order to avoid further collection In addition, *** *** is requesting for CarMax to share this experience with others and explain why her concern was not handled with urgency.CarMax does not have record of the conversation occurring before the submission of this complaint and is unable to speak on the details of the phone call between her and a CarMax associate However, upon receipt of this letter, CarMax’s Business Office Lead, MrCharles G***, contacted *** *** to share that their records indicate that a signed copy of the Release of Liability was sent to the *** *** ** *** *** *** *** on the date that the Vehicle was sold Further research shows that the Release of Liability was not processed by the ** ***In the effort to assist with resolving this matter for *** ***, MrG*** re-submitted the Release of Liability to the CA *** on or about January 31, 2017; which has been fully processed at this time As a follow-up, CarMax’s Business Office Manager, Helen D*** contacted *** *** again by phone on or about February 3, 2017, in order to inquire if there was anything further that CarMax could do to assist *** *** answered but declined to proceed further with the call.CarMax appreciates the opportunity to respond to this complaint and finds the re-submission of the Release of Liability the resolution to this public complaint In addition, if *** *** has any additional questions or concerns, she is welcomed to contact myself at ***, ext ***.Sincerely,Nekia W***Analyst, Executive Response Team

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meHowever, I have a new number and have given it to three different employees with carmax; none of which have updated it in the systemSo, when you "attempted" to contact me on Nov and Nov 30, you would hve missed me because you all continue to not update my correct telephone number. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:
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
While they did call me and tell me that they made an error, they did not give me any of the details I asked about I can understand how maybe the dealership could have made a mistake and mixed things up, but when I called the corporate office and then they took days to respond, how did they get it wrong again They did not explain this too me, or what caused the error in the first place, what they might be doing so it does not happen again, or if anyone was disciplined over the error I cannot say that someone else will not have to go through the same experience that I went through
Regards,
*** ***

Dear Mrs*** ***
"line-height:115%>Thank you
for forwarding the complaint dated February 14, 2018, regarding the Vehicle
purchased from the CarMax store located in *** ** (“CarMax”) on or about October
6, In the complaint, Mr*** describes concerns with a previous repair
on the Vehicle that was done incorrectly, and subsequent damage caused to the
transfer caseMr*** requests that CarMax take financial responsibility for
the necessary repairs
According
to business records, Mr*** contacted CarMax on January regarding a
concern with the Vehicle after engaging the 4WDMr*** shared the diagnosis
from his service center noting that a previous repair to the rear differential (prior
to his purchase) had been completed with the incorrect part, causing the
damageMr*** authorized the repairs to be completed at his service center
on or about February 13, 2018, and requested reimbursement from CarMax
Upon
learning of Mr***’s concerns, CarMax contacted the repair facility that
completed the original rear differential replacement, as well as the part
distributorThey have agreed to provide a partial reimbursement for the cost
of repairs, which will be sent to Mr*** directlyCarMax has offered to
cover the remaining cost of repairs, and is currently processing reimbursement
for Mr***
CarMax appreciates the opportunity to
respond to this complaint and to address Mr***’s concernsPlease contact me
at (800) ***, extension ***, with any questions you may have
Sincerely,
Emilee S***
Analyst, Customer Relations

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:
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.Yes I did recieve a call AFTER I filed a complaint, I also expressed to whom ever called that it was not necessary for us to speak because I SUMBITTED a copy of release of liability the same day of my complaintSo carmax did nothing for ME and only reached out because of this complaint. Regards,
*** ***

Thank you
for forwarding the complaint received in your office from Ms*** ***
regarding the Vehicle purchased from CarMax of *** ** (“CarMax”) on or
about August 11,
In the
complaint, Ms*** describes service concerns related to the Vehicle’s check
engine
light and airbag light. As a result
of these concerns, Ms*** requests that CarMax replace the Vehicle with
another that fits her needs, or deduct $*** off of another car
Ms
*** reached out to CarMax on or about August 14, to share her concerns
Ms*** was within CarMax’s 5-day Money-Back Guarantee and elected to
return the vehicle
CarMax
appreciates the opportunity to respond to this complaint and considers this
matter resolved. If you have any
additional questions or would like to discuss this concern further, please
contact me at 1-800-***-*** ext***
Sincerely,
Kaitlyn
C***

January 7, 2015*** *** Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mrs*** ***Complaint ID *** *** *** (the “Vehicle”), VIN: *** Dear Mrs***:I am writing in response to your letter dated December 15, 2015, wherein
you forwarded a complaint from Mrs*** *** regarding the Vehicle purchased from the CarMax store located in Columbus, Georgia (“CarMax”) on or about October 30, Mrs*** has advised CarMax that she will be pursuing legal counsel to represent her in this matter Therefore, CarMax’s Customer Relations Team is unable to respond to this complaint and encourages Mrs*** to have her attorney contact CarMax’s Legal Department at (804)747-0422.However, in the event that Mrs*** has not yet retained an attorney and would like for CarMax to re-address this concern, CarMax encourages her to contact Stacie McGeever at (855)562-4935. CarMax appreciates the opportunity to respond to this complaint.Sincerely,Nekia W***Analyst, Executive Response Team

September 29,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
*** *** *** ***
Complaint ID ***
*** *** *** *** *** *** ***
Dear Mrs***:
I am writing
in response to your letter dated September 4, 2015, wherein you forwarded a
complaint from *** *** *** regarding the Vehicle purchased from the store
located in Gaithersburg, Maryland (“CarMax”) on or about August 29, 2015. Dr*** requested in the desired settlement
for CarMax to cancel her purchase transaction, expedite the cancellation of the
loan with *** *** *** *** and delete this trade line
from her credit report
CarMax’s records indicate that after Dr*** returned the Vehicle on or about August 31, 2015, information was immediately
overnighted to *** stating that the Vehicle had been returned in order to
initiate the cancelation of the loan
CarMax attempted to contact *** on Dr***
behalf to inquire whether the loan had been closed out or not. However, *** could not provide this
information to CarMax and recommended that Dr*** contact them directly at
*** to follow up on this concern
Additionally, CarMax has no control of what
finance companies report to the credit bureaus and has no authority whatsoever
to request the removal of trade lines
CarMax appreciates the opportunity to respond
to this complaint
Please contact me at *** extension *** with any
questions you may have
Sincerely,
*** ***
*** *** *** ***

Revdex.com:
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,
*** ***

Thank you for forwarding the complaint,
dated April 1, 2018, regarding the Vehicle purchased at the CarMax store
located in *** ** (“CarMax”) on March 24, In
the complaint Mr*** states that
the Vehicle’s check engine light
illuminated shortly after purchaseHe requests that CarMax complete the needed
repairs by April 3,
CarMax
is happy to report that as of April 2, all needed repairs have been
competed on the Vehicle and it has been returned to Mr***CarMax would
like to note that the Vehicle was still under *** manufacturer’s warranty which
required CarMax to sublet the Vehicle to a local *** dealership for repairs
under that warranty
CarMax
appreciates the opportunity to respond
to this complaint and considers this matter closedPlease contact me at (800) ***,
extension ***, with any questions you may have
Sincerely,
Jennifer R***
Analyst, Executive Response Team