Bastian Roofing, Inc.

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,
*** ***

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

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

July 5,
*** *** *** *** Re: *** ***
Complaint ID: ***
*** *** *** *** *** *** ***
Thank you for forwarding the complaint dated June 8, regarding
the Vehicle purchased from the CarMax store located in ***, *** (“CarMax”)
on or about February 12,
In the complaint Ms*** describes concerns with a popping or
clicking sound in the Vehicle’s brakes and rotors, in additional to a rattling
concern coming from the front end of the VehicleMs*** also mentions an
unreturned call from a member of CarMax’s service management team and requests
that CarMax repair the Vehicle at no additional cost to her
CarMax’s records state that the service department corrected the
Vehicle’s alignment and the hood noise concern at Ms***’ appointment on
or about February 26, Service notes indicate that Ms*** returned
for another appointment on or about June 8, 2016, during which one of the
Vehicle’s Osensors, ball joints, upper control arms, and alignment were
addressed under the terms of her MaxCare Extended Service Plan
Ms*** later contacted a member of CarMax’s service
management team on or about June 9, to readdress concerns with the
Vehicle’s brakes and rotorsAs a gesture of goodwill, CarMax offered to
replace the front rotors and brake pads at no cost, in addition to offering to
repair the Vehicle’s rear brakes at a discounted rateCarMax’s records
indicate that Ms*** declined the offer of assistance for the Vehicle’s
rear brakes
If Ms*** would like to accept this offer, CarMax encourages her
to speak with the *** *** *** service department by calling
***, option **
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may have
Sincerely,
*** ***
Analyst, Executive Response Team

September 24,
*** ***,
Operations Supervisor
Re: Ms*** ***
Complaint ID: ***
*** *** *** (the
“Vehicle”), VIN:
***
Dear Ms***:
Thank you for forwarding the complaint dated September 8, regarding
the Vehicle purchased from the CarMax store located in ***, *** (“CarMax”)
on or about September 12,
In the complaint, Ms*** describes concerns with the transfer
of the Vehicle, financing requirements, and the appraisal for her *** ***She requests that CarMax offer an extension for the duration of time that
her written appraisal offer of $*** is valid forShe also asks that CarMax
apply her $***transfer fee towards a down payment on the Vehicle
Written appraisal offers are valid for days at any CarMax
locationCarMax’s records indicate that Ms*** visited to have her
*** *** appraisal on or about August 29, 2016, while awaiting the transfer
of the VehicleMs*** received a second written offer from CarMax of
$*** on or about September 12, Ms*** elected to sell her Saturn
Ion to CarMax and also moved forward to purchase the Vehicle from CarMax during
this second visit
The $*** fee that Ms*** paid to transfer the Vehicle is non-refundable
and helps cover the cost of moving the Vehicle from one location to anotherIt
was expressed to Ms*** both before transferring the Vehicle and at the
time of sale that this amount would not be applied to her purchase as a down
payment
CarMax appreciates the opportunity to respond to this complaint
and considers the matter closed
Please contact me at (800)519-1511, extension ***,
with any questions you may have
Sincerely,
Kristina S***
Analyst, Executive Response Team

January 6, 2017*** *** *** ***Re: *** *** ***Complaint ID *** *** *** (the “Vehicle”), VIN: ***I am writing in response to your letter dated December 18, 2016, wherein you forwarded a complaint from *** *** *** regarding the Vehicle purchased from
the CarMax store located in *** *** (“CarMax”) on or about November 6, Mr*** is requesting that CarMax allow him the ability to refinance the Vehicle at a lower annual percentage rate (APR).Records state that on the date of purchase, Mr*** entered into an agreement with *** *** *** for the financing of the Vehicle CarMax did not and does not have any bearing on the rates or terms provided by *** *** *** Therefore, CarMax is unable to speak on behalf of their refinancing process (or any other lienholders’ processes for that matter).CarMax would encourage Mr*** to contact *** *** *** directly at *** regarding any questions or concerns that he has pertaining to his current and/or anticipated APR.CarMax appreciates the opportunity to respond to this complaint.Please contact me at *** extension *** with any questions you may have.Sincerely,Nekia W***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,
*** ***
I have read the response provided by the Operations Manager which contains information that is not factual.1. The amount of income reported was verified and is difference from what he is reporting.2. My employed with *** for well over six months and simply resigned and started another job with increase salary.3. I was unable that that CARMAX sent my application out to several financial institutions.4. The car mileage was 23,so it has not reached 36,miles at the time of purchase and is not at 36,miles todayThis means the care warranty should still be in place as I was told by the Service Manager.5. CARMAX uses bait and switch tactics to sale cars. In addition, if all of my income would not be considered, this would make the loan a higher risk for non-payment and/or repossession.I want anyone and everyone who is considering purchasing a vehicle from CARMAX to know their method of operation because they are taking advantage of people working part-time, seniors and veterans.*** *** ***

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
[ When the car was taken to the *** *** in *** *** it was advised at the time was a known issue with this particular make and model and was a known issue, and there was a transmission sensor that need replaced or updated, The information was given to Carmax, and Carmax stated this was considered a maintenance issue and, this would not be covered even though this has been an issue since the purchase of this vehicleCarmax does not work on transmissions, therefore Carmax would have had to send my vehicle elsewhere to perform the quality inspection Carmax stated they was done prior to the point of sale of my vehicleI would like a copy of the results from that quality inspections showing that the transmission and all its components passed the inspection, and the date the inspection was completed, proving that this was not a preexisting problem prior to the purchase of my vehicleIf this information cannot be provided I would like my original request to be honored being the fact that Carmax mislead the sale of this vehicleI also have concerns with my engine malfunctioning due to in *** ** *** I had an oil changed done at Carmax, and no oil or anti-freeze was put back in my vehicle which caused my hose to malfunction, and had to be replacedMy engine still has a burning smell to it and is still fluttering while running a video was provided along with my documentationThere has also been a documented leak in my power train system that Carmax has noted but never sent out for repairs that still needs to be addressed] ]
Regards,
*** ***

Thank you for sharing Mrs*** ***'s complaint with us and providing us with the opportunity to respondMrs*** states that she has had difficulty receiving her due date change since her request onFebruary 2, First, I am happy to report that we have processed Mrs***'s request and
her new due date has been changed from the 11th of the month to the 21stThis change was processed on March1, and will be effective as of her request date (February 2, 2017)We have investigated the delay of her request and found the following :On February 2, 2017, Mrs*** called and requested that we change her scheduled due dateShe selected the st from the options availableMrs*** is a resident of ***The State of ***requires that we send an "Agreement to Change Payment Due Date" to Mrs*** for her signatureWe cannot process the due date change until we receive the signed Agreement back from Mrs***.Unfortunately, our associate failed to communicate this required process to Mrs***We sincerely apologize to Mrs*** for this oversightWe will provide feedback to the associate regarding the error and reinforce the correct procedure.Mrs*** was informed of the correct procedure on February 16, We advised her that she could access the "Agreement to Change Payment Due Date" at CarMax.comUnfortunately, Mrs*** was unable to access the Agreement, so we mailed the document to her on February 23, We received the signed Agreement back from Mrs*** on March 1, and immediately processed the due date change effective February 2, Also, the late fee Mrs*** was assessed on February 26, was waivedWhile we are glad that we could accommodate Mrs***'s request for a due date change, we are sorryfor the delay and the related 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 caseThank you, again, for bringing this complaint to our attention and for the opportunity to provide this letter of explanationIf you need any additional information regarding the above, please do not hesitate to contact me directly by phone at *** *** or by email at *** * ***

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.Although the matter has been resolved, I would just like it documented that I would not encourage anyone to do business with CarMax. I felt that the entire process was unorganized, and I do not feel like they offered the best customer service once the car left the lot and they had their money. Furthermore, after driving the car for two months, I ended up stranded in Huntsville because the car would not crank. I had to have the car towed, and the *** *** in Huntsville discovered that the ground on the alternator was loose. This tells me that CarMax's inspection process is worthless. This issue should have been caught when they inspected the car.Frankly, I feel like I should be reimbursed for the emotional distress that this entire process has put me through, especially given the fact that I am pregnant and that it has only caused me unnecessary stress. However, I have learned a valuable lesson - never do business with CarMax
Regards,
*** ***

April 21st,
*** ***, 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 Buena Park, CA (“CarMax”) on February 7th,
In
her complaint, Ms*** requested reimbursement for cosmetic repairs CarMax
completed and also for removal of credit inquiries initiated by CarMax
CarMax
was aware of Ms***’s concern prior to receiving this complaintCarMax
completed repairs on approximately March 1st, At that time,
CarMax painted the rear bumper and tailgate of the VehicleThis repair was
completed under the Vehicle’s Limited 30-Day WarrantyMs*** later
requested that CarMax address overspray which was present on the Vehicle after this
repairCarMax agreed to fix the concerns for Ms*** which Ms***
declined
CarMax agreed to
reimburse Ms*** up to $to use a vendor of her choice or CarMax
could send the Vehicle to another vendor to have the work completedMs
*** declined both of these options as well and requested CarMax pay for the
Vehicle to have the overspray addressed at a vendor of Ms***’s choice
CarMax would be happy to arrange this; however, CarMax will not be
participating in any reimbursement for this repair over $
CarMax initiated a credit
application for each vehicle about which Ms*** requested financing
optionsMs*** completed an initial application on a different Chevrolet
*** that she purchased and then ended up returning prior to the most
recent purchase for the VehicleCarMax needed to complete a finance
application prior to the purchase of the Vehicle due to Ms*** adding a
co-buyer to the transaction
If Ms
*** has any further questions regarding this complaint, she may contact me
at 1-800-519-1511, extThank
you for providing CarMax the opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

September 16,
*** ***,
Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Mrs*** ***
Complaint ID: ***
*** *** (the “Vehicle”), VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated September 3, regarding
the Vehicle purchased from the CarMax store located in Irving, Texas (“CarMax”)
on or about March 3,
In the complaint, Mrs*** states that in the beginning of
August the Vehicle began to overheat, which she believes to be in relation to
her previous replacement of the thermostat (brought to CarMax’s attention
within her first days of ownership)Based on this, Mrs*** is
requesting that CarMax cover the cost to repair the Vehicle’s engine, which she
states is $8,
According to CarMax’s records, the Vehicle’s thermostat assembly
was replaced on or about April 8, CarMax did not hear back from Mrs
*** until on or about August 18, 2016, after she contacted them in regards
to the Vehicle’s engine overheatingDuring her conversation with CarMax, she shared
that a mechanic informed her that the Vehicle would need a new head gasket
Therefore, CarMax offered to have the Vehicle towed in for further diagnosis at
no cost to Mrs***
Upon inspection of the Vehicle, CarMax determined that the engine
damage was caused by continuing to drive the Vehicle while it was overheating,
which would warrant an engine replacementAs a gesture of goodwill, CarMax
offered to complete the engine replacement at their discounted cost due to Mrs
***’s prior cancelation of her MaxCare Extended Service Plan (on or about
March 11, 2016)This would take the cost of repair from $15,to
$8,Mrs*** declined CarMax’s offer of assistance
Based on the information above, CarMax will not participate in the
resolution that Mrs*** seeksHowever, CarMax’s offer to perform the
repair at cost still stands; though the engine may vary in cost, depending on
prices quoted by the vendorIf Mrs*** would like for CarMax to complete
this repair at cost, she can reach out to CarMax’s Service Department at 972-721-
option
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800)519-1511, extension ***,
with any questions you may have
Sincerely,
Gabrielle P***
Analyst, Executive Response Team

Thank you for forwarding the
complaint
dated November 20, 2017, regarding the Vehicle transferred to the CarMax
location in *** ** (“CarMax”)In the complaint, Ms*** stated
that she was promised the Vehicle transfer would be completed by November She
stated that the Vehicle did not arrive until November 16, and needed a key fob
replacementMs*** also stated that she received a decline letter from
CarMax Auto Finance dated on November 13, 2017, and is asking for a full return
of her transfer fee
According to CarMax records, Ms
*** initiated transfer of the Vehicle on or about November 1, At that
time, a credit application was submitted on Ms***’s behalfAs part of
CarMax’s process, the application is shared with several lending institutions
that CarMax has partnerships withTwo of those institutions did extend an
offer for financing to Ms***, though CarMax Auto Finance did not extend
an offerThe letter Ms*** received from CarMax Auto Finance spoke to the
specific reasons CarMax Auto Finance did not offer financing to Ms***,
but did not have any impact on the other finance approvals that Ms***
received from other lending institutions
It was also at this time that CarMax
initiated the transfer of the VehicleMs*** contacted CarMax on November
and spoke with a Customer Relations associate, who informed Ms*** that
the Vehicle was scheduled to arrive at our Mechanicsburg store that evening
When it was discovered that the Vehicle needed a replacement key fob, Ms
*** decided that she no longer wished to purchase the Vehicle
Ms*** contacted CarMax on
November 20, with concerns that she received a decline letter from CarMax Auto
FinanceShe asked for a full return of her transfer feeCarMax processed a
refund of the $*** transfer fee, which was mailed on November 21, ***
tracking indicate that the check was delivered on November 22,
CarMax appreciates the opportunity to
respond to this complaint and to address Ms***’s concernsPlease contact
me at (***) ***-***, extension ***, with any questions you may have
Sincerely,
Emilee S***
Analyst, Executive Response Team

September
20th,
*** ***, Operations ***
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*** as it pertains to his
attempt to sell the Vehicle to CarMax of Dulles, VA (“CarMax”) on September 3rd,
In
his complaint, Mr*** requested that CarMax take responsibility for the
failure that occurred at the time of appraisal
CarMax completed an appraisal for the Vehicle on
September 3rd, 2016, offering Mr*** $13,While
completing the appraisal, CarMax noticed a grinding noise from the transmission
area which they informed Mr***Mr*** stated the noise was not
present when he brought the Vehicle to CarMaxCarMax then suggested to Mr
*** that the Vehicle have an initial diagnosis completed by a third-party
transmission specialist, which CarMax agreed to payDuring this time, in an
effort of customer service, CarMax agreed to provide alternate transportation to
Mr*** at no cost
CarMax took the Vehicle to *** *** *** where
an initial diagnosis was completed on approximately September 8th,
At that time, *** *** *** advised that there was a torque
tube or transmission failure which was not caused over the course of CarMax’s
test drive, but rather a steady concern that worsened over timeIn order to
complete the diagnosis, an additional teardown of the transmission would be
necessaryMr*** has not authorized those repairs as of today’s date
Based on the above, CarMax will not be taking any
additional responsibility on the mechanical condition of the Vehicle and will
not be paying for additional diagnosis on the concern considering the initial
diagnosis completedCarMax communicated this with Mr*** on September 12th,
If
Mr*** has any additional questions regarding this, he may contact me at
1-800-519-1511, ext***Thank you for providing CarMax the opportunity to
respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

May 22,
*** *** *** ***
"line-height:107%Times New Roman","serif"">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE: *** ***
*** *** ** *** *** *** ***
Dear *** ***,
Thank
you for forwarding the complaint received in your office from Mr***
regarding his purchase of the Vehicle from CarMax of *** *** ** (“CarMax”)
on June 1st,
In his complaint, Mr
*** referenced concerns with excessive delays on his purchase and repair of
the Vehicle
Mr*** informed the
service department of warning light sensors present in the Vehicle on June 3rd,
At that time, Mr*** brought the Vehicle to CarMax for service
CarMax diagnosed that an airbag sensor needed replacement on the Vehicle which
is a safety concernA specific part was required to properly address the
concernCarMax ordered the replacement and explained to Mr*** the part required
shipment from Germany and could take as long as two weeks
In an effort of
customer service, CarMax offered Mr*** a loaner vehicle during the wait
for this replacement partHe declined this offerMr*** requested the
vehicle he traded in during the transaction and his original down payment
returned to him due to the time necessary for the part to arriveMr***
elected to exercise his 5-day return for the Vehicle and informed CarMax he
would be going to a different dealership to purchase a different vehicle
If Mr
*** has any further questions on this transaction, he can reach me directly
at ***, ext***
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
*** ***
*** *** *** ***

I am sending rejection to CarMax reply I was not confused of what they had told me when I bought my car I am very clear of what they told me in the gap plan the finest gentleman told me that the plan was in there so if something happened to me that I would be covered and my car will be paid for I wasn't confused what he told me that's exactly what he told me he lied to get me to buy the car Gap plan because I was not going to buy the Gap plan when I have full coverage in bumper-to-bumper coverage why would I buy gap tooth that's three coverage that I'm paying for that doesn't make sense I'm paying for the car times that doesn't make sense but that's how he got me to buy the Gap plan I have very good sense I'm not a confused woman and I don't not appreciate being label as a confused woman I have witness matter fact I have to witness that their sales person told me exactly this about this plan and I have the same witness that I went in asking for this this plan for my car and I was so sure that I would have this plan and I had replied before this I'm not exactly sure why you didn't get my rebuttal thank you very much

Dear Sir/Madam: Thank you for sharing Mr*** *** complaint and providing us with the opportunity to respond Mr*** wished to secure financing through his credit union after financing the purchase of his vehicleUnfortunately, Mr*** did not execute the
Three-Day Payoff option within the required timeframeUpon partnering with the credit union and Mr***, we have resolved the situation to the best of our abilities under the circumstances, as detailed below. Mr*** purchased his vehicle on January 21, from CarMax Auto Superstores (our "Dealer Affiliate")He entered into a Retail Installment Contract (the "Contract") to finance the purchase of the vehicle, which was assigned to CarMax Auto Finance ("CAF") for servicing. Our Dealer Affiliate prides itself on a transparent and customer-friendly retail experience, especially as it relates to creditCustomers are free to pay-off their financing within three business days with no penalty or chargeThis allows customers to continue shopping for credit after their purchase, and to replace the financing they accepted with a different finance source at the customer's optionMr*** was advised of our Three-Day Payoff option and received the enclosed Three-Day Payoff information at the time of sale that explained how to take advantage of this option. As explained in the Three-Day Payoff information, accepted forms of payment that are listed must be received within three business daysMr*** credit union contacted our Dealer Affiliate on the third day, January 24, 2018, to notify them that Mr*** intended to finance the vehicle with the credit union and use the Three-Day Payoff optionHowever, there was no payment presented at that time as required by the Three-Day Payoff processAs a matter of customer service our Dealer Affiliate agreed to hold the contract until January 26, to receive paymentDuring this extension, the credit union called back and stated that Mr. *** would be coming in to the store to complete the payoffMr*** did not do so, and the Dealer Affiliate received no further communication from Mr*** or the credit union prior to the January 26, deadlineOn January 30, 2018, our Dealer Affiliate proceeded with completing the transaction paperwork, which included recording *** as the lienholder. On February 16, 2018, the credit union contacted *** to refinance the Contract and asked for us to release our lien on the vehicleAs *** had not received a payoff on the account, we were not able to release our lienHowever, we attempted to resolve the credit union's concern Information Classification: Confidential *** regarding our lien by providing them a Letter of Guarantee ("LOG"), which guaranteed that *** would release its lien on the vehicle upon receiving the payoff amount from the credit unionIn addition, while this was well beyond the Three-Day Payoff period, *** agreed to waive all finance charges accrued during this period in order to facilitate Mr*** refinanceOn February 19, 2018, the credit union called after they received the LOG, but again requested that we secure their lien before they would issue a payoff on the accountAfter multiple discussions, CAF reached an impasse with the credit union because they refused to provide the payment as requiredOn March 16, 2018, the credit union informed *** that they were not financing the vehicleWe contacted Mr*** to relay this informationDue to the confusion on this transaction, Mr*** had not yet made his first monthly payment under the Contract to CAFHe has now made this payment and we have waived the late fees as a matter of customer service. Thank you, again, for bringing Mr*** complaint to our attentionIf Mr*** has any further questions or concerns regarding our explanation, she is welcome to contact me by phone at 770-792-ext: *** or by email at *** * ***. Jennifer A***

June 26,
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
*** *** *** ***
*** *** ***
Thank you for forwarding the complaint received in
your office from *** *** *** regarding the ***
*** *** ***
(the “Vehicle”) that was purchased on or about January 23, from the CarMax
store located in *** *** (“CarMax”).
In this complaint, Mr*** is requesting an exchange of the Vehicle
Every vehicle CarMax sells goes through a thorough point
inspection and reconditioning process.
CarMax never knowingly presents a vehicle for sale with a known
defect. However, because a vehicle is a
machine, it is subject to mechanical issues at any time. CarMax was not advised by Mr*** of any
concerns with the Vehicle until receiving this complaint.
The Vehicle is protected by MaxCare and this plan covers
most major mechanical concerns up to 100,miles or months from
purchase. CarMax recommends Mr***
reach out to *** Consumer Affairs Department with his concerns, as the
Vehicle may still be covered by the manufacturer’s warranty of years or
36,miles. They can be reached at ***
CarMax is declining the settlement request as set forth in
the complaint
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
*** *** ***

Dear ** *** I am writing in response to your email dated June 23, 2015,
wherein you enclosed the referenced complaint filed by *** ***.** *** purchased the vehicle from the CarMax store
location in *** *** on December 25, The vehicle had 23,miles
registered on the
odometer and came with CarMax’s day Limited Warranty**
*** elected not to purchase an Extended Service Plan.** *** complaint states that he was not informed by CarMax
of the vehicle’s manufacturer’s warranty expiration datePlease be advise,
CarMax does not have access to the “in-service” dates for vehicles and is unable
to provide any specific warranty expiration dateAs there are many factors
which may affect a manufacturer’s original warranty, CarMax provides the
contact information in the manufacturer to allow the customer to validate the original
warranty and register as the vehicle’s new ownerSee the *** document
entitled “ information regarding your purchase,” which was provided to ** ***
at the time he purchased the vehicle, and which informs him to contact the manufacturer
to determine where the manufacturer’s warranty applies to his vehicle.For the above stated reason, CarMax is unwilling to pay for
** *** repairs as requested in his complaint.Thank you for the opportunity to provide a response