Bastian Roofing, Inc.

Thank you for forwarding the complaint received in your
office from Mr*** *** regarding the Vehicle purchased from the CarMax
in *** *** ** (“CarMax”) on September 24, 2016. In the complaint, Mr*** expresses
frustration with concerns related to the Vehicle’s inside
door handle and a low
humming noiseMr*** requests that CarMax reimburse him $*** for
repairs completed at an outside repair facility
Part of the CarMax sales process includes providing a
Vehicle Repair Request Form for customers to request repairs to a vehicle they
purchase. This form would have allowed
Mr*** to notate any repairs that needed to be fulfilled during the 30-day
warranty and states that service appointments must be scheduled by the customer
within the 30-day warranty time frame.
This paperwork would have been signed by Mr*** and a member of
CarMax management.
On or about May 24, 2017, Mr*** sent a letter to
CarMax Customer Relations about his concerns and requested a refund for the
amount of $***. Upon receiving Mr
*** letter, the appropriate CarMax management teams researched the issue. CarMax was unable to find a copy of a Vehicle
Repair Request Form in Mr*** customer history. There was also no history of Mr***
attempting to schedule an appointment for service. Because CarMax was not able to diagnose or
service the concerns noted in the complaint, Mr*** was informed that
CarMax would not be reimbursing him the $*** for his repairs
CarMax will not be participating in Mr*** requested
settlement due to CarMax never having the opportunity to address Mr***
concerns, as well as the length of ownership of the Vehicle. CarMax appreciates the opportunity to respond
to this complaint. Please contact me at (*** ***, extension ***, with any
questions you may have
Sincerely,
Cristen P***
CarMax Customer Relations

June 9,
Revdex.com
Serving Central Virginia, Inc
Moorefield Park Drive
Suite Richmond, VA
RE: Consumer
Complaint of *** ***
Dear Sir/Madam:
Thank you for sharing
Ms*** ***’s complaint and providing us with the opportunity to
respond. Ms*** allegations
parrot those contained in a complaint she recently filed with the *** *** *** *** *** against our affiliate CarMax Auto Finance. For reference, we have attached MsFrancis’s
CFPB complaint and the response, concluding that her allegations are without
merit
Thank you for bringing
Ms*** complaint to our attention.
If you need any additional information, please do not hesitate to
contact me by phone at *** or by email at ***
Sincerely,
Brent A***
Operational Compliance
Manager
CarMax
cc: Ms*** ***
Enclosures

August 19,
*** *** *** ***
Moorefield
Park Drive, Suite
Richmond,
Virginia
*** *** *** ***
*** ** ***
*** *** *** *** *** *** ***
Dear Ms***:
Thank you for forwarding the complaint
dated July 31, regarding the Vehicle purchased from the CarMax store
located in *** *** (“CarMax”) on or about June 7,
CarMax has been in communication with
Mr*** regarding his concern, and has sent him check #*** in the
amount of $as agreed to by Mr***.
In addition, CarMax also offered to assist Mr*** with locating a
similar vehicle with a different option.
This offer was declined by Mr***
Based on the above options being
provided to Mr***, CarMax is declining to offer Mr*** any
additional compensation and encourages him to visit the CarMax nearest him if
he would like to pursue the option of selling the Vehicle to CarMax. However, CarMax would understand if Mr
*** chooses another avenue for the marketing and sale of the Vehicle as he
is under no obligation to sell the Vehicle to CarMax
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed
Please contact me
at *** extension *** with any questions that you may have
Sincerely,
*** ***
*** *** ***

December
31,
*** ***, Operations Supervisor
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
VIN: *** *** *** ***
(the “Vehicle”)
Dear Mrs
***,
Thank you
for forwarding the
complaint received in your office from *** *** about the Vehicle he
traded in to CarMax in Kearny Mesa, CA (“CarMax”) on November 28, 2014. In his complaint Mr*** stated that after
he traded in the vehicle he received a bill for registration fees from the California
DMV and a collection notice from the California tax board in regards to the
Vehicle
On December 23, CarMax
Corporate Office submitted a release of liability letter to the California DMV
for the Vehicle on behalf of Mr***A copy of this letter was sent to
Mr***. If Mr*** receives
any additional notices related to the Vehicle, or if he has further questions
about this matter, he may contact Rachel Isaac, Assistant Business Office
Manager at 858-712-ext
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

July
9,
Via Electronic Mail
*** *** *** *** ***
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
Dear MsMann:
I am
writing in response to your letter which forwarded the complaint of Tamia
Johnson-DatcherOn May 11, 2015, *** *** purchased a *** *** *** *** *** (the “Vehicle”) from the CarMax of Rockville, MD. In her complaint, Ms*** is requesting that
CarMax be held responsible for providing her tags and registration as agreed
upon at the time of purchase.
Ms
*** has been working with Business Office Manager at the Rockville
CarMax to resolve the tags and registration issues. *** *** was able to pick up the
check for the DMV today. CarMax
apologizes for the delay in getting the Vehicle registered for *** ***
CarMax appreciates the
opportunity to respond to this complaintIf you have any questions, please
call me at *** ext ***
Sincerely,
*** ***
Customer Relations Analyst

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,
*** ***
Customer contacted Revdex.com to confirm no check has been received from CarMax and would like a status update on this check

[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,
*** ***

March 24,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">
*** *** *** ***
Re: *** *** ***
Complaint ID: ***
*** *** *** (the “Vehicle”), VIN: ***
Thank you for
forwarding the complaint dated March 7, regarding the Vehicle purchased
from the CarMax store located in *** *** *** (“CarMax”) on or about February
8,
In the complaint,
Mrs*** expresses frustration with the mechanical quality of the Vehicle
and states that CarMax has completed multiple repairs related to cylinder
misfiresShe lists that she would like to have the Vehicle repaired as her
desired settlement, but also requests that CarMax buy back the Vehicle for her
remaining loan balance ($***)
CarMax’s records
indicate that Mrs*** took the Vehicle to CarMax on or about October 4,
2016, regarding a check engine lightWhile CarMax was able to identify a
stored random misfire code for the Vehicle’s cylinders, they were unable to
duplicate a misfire at the time of the appointmentThe Vehicle then returned
to the CarMax service center on or about December 26, 2016, following the check
engine light being illuminated on the Vehicle once againCarMax identified
another stored random misfire code for the Vehicle’s cylinders and was again
unable to duplicate any misfires during the appointment
When Mrs
*** contacted CarMax after this appointment (to share that the check
engine light was on again), CarMax assisted by coordinating additional
diagnostic testing at the dealer service center on or about January 2,
The dealer service center determined that the Vehicle’s spark plugs weren’t
compatible with the Vehicle’s engine and advised installing original equipment
manufacturer spark plugsCarMax then assisted by approving this repair and
covering the related expenses of $
Mrs*** husband, Mr***, contacted CarMax Customer Relations on or about March 7,
2017, to share that the Vehicle was having additional mechanical issuesDuring
this call, he stated that he and his wife had recently taken the Vehicle to the
*** dealer service center that completed cooling system repairs under the
coverage of Vehicle’s MaxCare extended service plan a few months priorHe
stated that the dealer service center had just diagnosed the Vehicle as having
exhaust fumes in the antifreeze and needing a new head gasketAdditionally, he
stated that the dealer service center listed these repairs as related to the
previous cylinder misfire issuesAt the time of this call, Mr*** also said
that the Vehicle’s odometer had recently surpassed the MaxCare extended service
plan coverage limit and requested that CarMax assist with the repair
CarMax’s Service
Manager worked with the MaxCare plan administrator for the Vehicle, The
Warranty Group, after receiving this informationThe Warranty Group agreed to a
one-time coverage reinstatement for this claim, as these repairs were found to
be related to the previous cylinder misfiring concernCarMax offered to
schedule an appointment and complete the repairs on the Vehicle, however, Mr
*** requested that the dealer service center complete the repairs, as the
Vehicle was already located thereCarMax approved the request and shared with Mr
*** that the dealer service center would need to work directly with The
Warranty Group regarding this claim
Mr*** called
CarMax Customer Relations on or about March 24, and stated that the dealer
service center is working on the testing required for claim approvalCarMax
encouraged Mr*** to stay in contact with the dealer service center regarding
available updatesAdditionally, CarMax worked with The Warranty Group on this
same date for approval of early rental coverageThe rental car authorization
code was provided for Mr*** in a voicemail following this conversation
It’s CarMax’s
understanding that the Vehicle is currently being repaired at the dealer
service center under the temporarily reinstated MaxCare extended service plan
While CarMax will not be participating in paying off the remainder of Mrs
*** loan balance, CarMax will be happy to assist by extending a written
appraisal offer, following the completion of repairsMrs*** and Mr
*** are encouraged to reconnect with the Tinley Park CarMax location at *** for any questions that they have regarding this
CarMax appreciates
the opportunity to respond to this complaint
Please
contact me at ***, extension ***, with any questions you may have
Sincerely,
Kristina R***
Analyst, Executive
Response Team

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,
*** ***
The vehicle was purchase on or around Nov 2015, therefore the vehicle was already in the hands of Carmax before any paperwork and money transactions was made with Carmax and myselfTherefore vehicle was suppose to be already repaired before carmax sit the vehicle on the lot for sale. day return, Carmax did not repair anything on that vehicle on or around November On or around June 15-I spoke to a Tim G***Tim ask me to email service work done by the Mercedes dealer and stated he will get back with me the same dayTim G*** did not contact me backI called several times and left voice messages but still he and Carmax didn't comply with a response back to meAround or about the months from Jan to on and off occasions regarding repairs I've contacted carmax but seemly when I bring up an issue reythe vehicle there was always something they didn't want to repair nor cover, even with the MaxCareDuring the sale it states on the paperwork the vehicle had owner prior to my purchaseTherefore, if the vehicle had owner an elderly owner, the car should have been in top shape/top maintenance etcThis said, the vehicle was a lemon from the start and carmax knew in fact what was really wrong with that vehicle and that it wouldn't be long for that car to have major mechanical malfunctionsI've sent an out of pocket service repair receipt to Tim regarding what I paid out of pocket for and He has not replied back as promised, which leads me to believe fabrications of that paperwork may or may not be utilized into carmax mechanical docs due that this complaint has been filedI would like the Revdex.com to be aware of some actions companies would do in order to not be held accountable for their irresponsible liabilities on all consumers. I have attached the following files above of the paperwork I emailed Tim G*** of Carmax, ***, GA

[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: [email protected]
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
No one has contacted my attorney or myself regarding this complaint
Regards,
*** ***

April 25, 2017
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Re: *** *** ***Complaint ID: *** *** *** (the
“Vehicle”), VIN: *** Thank you for forwarding the complaint
dated May 9, 2017, regarding the Vehicle purchased from the CarMax store
located in *** *** *** (“CarMax”) on or about April 24, 2017. In the complaint, Mr***
describes concerns with a grinding or squealing noise he heard with the Vehicle
soon after purchase, as well as CarMax having difficulty locating his
information when scheduling a service appointmentHe requests that CarMax look
into these concerns for him. Company records indicate that Mr
*** spoke with a member of the CarMax service team within his 30-Day Limited
Warranty period regarding the above noted noise concern with the VehicleThe
Vehicle arrived to CarMax on or about May 11, 2017, when the service team determined
that the timing chain may have been contributing to this issueAs the Vehicle
was under the manufacturer’s powertrain warranty, Mr*** was informed
that *** would need to assist with additional diagnostic testingCarMax also
presented the option to take the Vehicle to a *** service center for Mr
***, and shared with him that it may result in the Vehicle not being seen
as quicklyMr*** did not request that CarMax take the Vehicle to ***
for him at that time. Upon researching the second concern,
CarMax reviewed Mr***’s paperwork, determining that his information was entered
correctly at the time of saleCarMax’s records indicate that there was an
issue with the Vehicle information being transitioned over to the software used
for service appointments and records, which CarMax worked to addressA member
of CarMax’s Business Office management team reached out to Mr*** on or
about April 17, 2016, hoping to connect furtherIt’s noted that the manager
left a message for Mr*** at that time, sharing that CarMax had verified
that the information on his purchase paperwork was correct. Should Mr*** have any
unaddressed questions regarding his concerns, he is encouraged to call CarMax
*** at *** CarMax appreciates the opportunity to
respond to this complaint Please contact me at *** extension ***, with any questions you may have. Sincerely,Kristina R***
Analyst, Executive Response Team

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.The redponse by CarMax is neither tire nor factual First, I was told the part needed to make my newly purchased *** Zwould take weeks to receiveNot weeks I was never offered a loaner vehicle nor was given ANY other option but to return my$40,car and break the dealI spent several days attempting to resolve the problem with CarMax and was stone walked at every turn.Also, it should be noted that this car issue wa one in a string of problems I encountered with CarMax I had ordered a previous *** *** waited several weeks for its arrival, paid a $transfer fee and was met with a vehicle that dealers would not let me even drive because of its horrific condition. CarMax has acted in bad faith and unbelievably bad Their response is untrue and offensive considering the six week nightmare experience in encountered while attempting to purchase a car with them
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
You keep referencing the past repairs as something that would resolve this claimThis is for another defect on the vehicle with an entirely different set of components in the vehicle that should of been taken care ofPlus now you're violating the Confidentiality Agreement your company signed with me after our previous arbitration
Regards,
*** ***

February 6, *** *** *** ***
Re: *** *** ***
Complaint ID: ***
*** *** ** (the “Vehicle”), VIN: ***
Thank you for forwarding the complaint dated January 28, regarding
the Vehicle purchased from the CarMax store located in *** *** (“CarMax”)
on or about October 12,
In the complaint, Ms*** states that she took the Vehicle to
the CarMax service center on January 12, for noise and leak concerns, as
well as for the TMPS indicator light being onShe states that after her
appointment, the Vehicle’s check engine indicator light also became
illuminatedMs*** requests that CarMax reimburse her the $*** deductible
she paid for the MaxCare Extended Service Plan claim, provide a loaner vehicle
for the duration of the repair period, and address the listed mechanical
concernsShe also asks that CarMax offer compensation for gas consumption and
Vehicle mileage (for the return trip to the service center)
CarMax’s records indicate that a service associate was recently in
contact with Ms*** about her concerns and helped schedule a foll
appointment for January 31, CarMax has assisted by waiving Ms***
$*** MaxCare Extended Service Plan deductible for this claimAs a customer
courtesy, CarMax will also be reimbursing the $*** deductible that Ms***
paid at her January 12, service appointmentCarMax has also provided Ms***
with a loaner car for the duration of time that the Vehicle is in for repairs
and will be filling the Vehicle’s fuel tank with gas upon completion of the repairs,
as an additional gesture of goodwill
CarMax is currently working in partnership with Pro Auto to
address the mechanical concerns and will stay in communication with Ms***
regarding progress on the Vehicle
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may haveSincerely,
Kristina S***
Analyst, Executive Response Team

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,
*** ***

July 21,
*** *** *** ***
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
***
*** *** *** (VIN: *** “the Vehicle”)
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Ms*** regarding
her purchase of the Vehicle from CarMax of *** ** (“CarMax”) on June 21st,
In her complaint, Ms
*** referenced service concerns with the Vehicle and also requested a refund
for a $charge she incurred on insurance for a rental vehicle
Ms*** brought the
Vehicle to CarMax with service concerns on June 26th, At that
time, CarMax duplicated brake concerns and requested an additional opinion from
the manufacturerThe Vehicle was promptly taken to a *** dealership for
further diagnosis*** recommended a replacement of the master cylinder on
the VehicleThis repair was then covered under Ms*** Limited 30-Day
Warranty with CarMax
During these repairs, CarMax
provided an all-wheel drive rental vehicle, per her request, from *** at
CarMax’s expenseMs*** elected to purchase supplemental insurance on this
rental vehicle from *** and believed CarMax would cover the insurance charges
After speaking with Ms
***, in an effort of customer service, CarMax elected to reimburse the
supplemental insurance chargesMs*** desired settlement was agreed upon
after the repairs on the Vehicle were complete
Thank
you kindly for providing CarMax the opportunity to respond to this matter
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,
*** ***
I am in receipt of a copy of the response that Carrnax sent to Revdex.com dated 8/26/I am responding to the absolute lies that they have blatantly put down in writing. I DID NOT AUTHORIZE CARMAX TO RUN MY CREDIT MULTIPLE TIMESI WANT EVIDENCE THAT I PUT MY HAND ON THEIR COMPUTER TO AUTHORIZE THEM TO RUN MY CREDIT MULTIPLE TIMES. I WENT IN TO CARMAX TO ON SOME OF THE DATES SPECIFIED AT THE REQUEST OF THEIR SALESPERSON TO TEST DRIVE CARSFURTHERMORE, MY CREDIT WAS RAN WHEN I WAS NOT EVEN THERE AND WITHOUT MY KNOWLEDGEIDENTIFICATION (DRIVERS LICENSE) WAS PROVIDED TO TEST DRIVE THE CARS ONLY!!!! MY CREDIT WAS STILL BEING RAN WITHOUT MY AUTHORIZATION EVEN AFTER I HAVE ALREADY PURCHASED A CAR FROM TIMMONS IN LONG BEACH. AT NO TIME DID I HAVE KNOWLEDGE THAT MY CREDIT WOULD BE HIT MULTIPLE TIMES, THIS IS UNAUTHORIZED, THEREFORE ILLEGAL WHAT THEY ARE DOING. REGARDING ANGEL GOMEZ, HE rs NOT A PART OF ME WANTING TO GET A CAR, I WANT HARD EVIDENCE THAT HE AUTHORIZED FOR HIS CREDIT TO BE HITHE PROVIDED HIS DRIVERS LICENSE TO TEST DRIVE ONLY!!!I WANT HARD EVIDENCE THAT I AUTHORIZED CARMAX TO RUN MY CREDIT MULTIPLE TIMESEACH CREDIT INQUIRY IS MINUS POINTSI WORKED HARD TO PRESERVE MY CREDIT, I WANT IT REMOVEDIMMEDIATELY

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.]
I picked the car from dealership todayAfter driving a car for a couple hours I noticed that the car still pulls to the right and steering wheel not completely centered yet.Im taking the car back to the dealer to have it fixed correctlyOnce this is done I will close this complaint
Regards,
*** ** ***

August 7,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
*** *** *** ***
*** ** ***
Dear Mrs***:
I am writing
you in response to your letter dated July 26, 2015, wherein you forwarded a
complaint from Mr*** ***
CarMax’s records indicate that Mr*** was
contacted by CarMax on or about August 5, to discuss CarMax’s privacy
policy. Mr*** was satisfied with
CarMax’s response
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, Executive Response Team