Bastian Roofing, Inc.

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.I did not accept the offer for a discounted rate to change my rear brakes and rotors because I feel that it should have been taken care of when I bought it in within the first thirty days of purchase When I picked up my vehicle this time, I smelled something burning under my hood and one of my tail lights was out How can you test drive a vehicle and not notice these things? This store has to do better and I will never refer anyone else to this place I called and left a message on the voicemail because of course when I called at 5:00pm amazingly I got no answer, and I called several times
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.On September 17, 2016, Carmax Sales Consultant Daniel F* ran my credit applicationDaniel told me the best finance offer was *** *** which was a month term at ***%I accepted and asked Daniel to send financing offer in writing and he didOnce it was received I then paid *** to transfer vehicleEstimate travel time days. I have attached the offer in writing Please see attachment .The vehicle arrived at Carmax *** location and I met with Andrea L*** Carmax Sales ConsultantThe first red flag was the finance offer from *** *** was not found in their systemI asked for Daniel F* but he was NO LONGER WITH COMPANYAndrea re started financing that resulted in higher APR along with more money down or I was not approve. I paid the transfer fee because Daniel gave me in writing *** *** finance offer Why would I transfer a car without financing? Daniel gave me information and I want a refund. I have enclosed a copy of the invoicePlease refund *** by mailing check to my residence 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 was given two choices Take the original car back and be happyor CarMax keep the car and appraise it for the value now and I pay the differenceAs if the car having problems was my fault clearly the car was malfunction I will put CarMax on *** and Instagram letting customers no how they take advantage of customers and prey on there needAnd I have been stuck with a car rental bill

September
29,
*** ***, Operations ***
RE: *** ***
*** *** *** VIN:
*** (“the Vehicle”)
Thank
you for forwarding the complaint received in your office from *** *** regarding
the Vehicle purchased from CarMax of ***, **
(“CarMax”) on November 7, In
the complaint, Ms*** states that the Vehicle was appraised by a ***
dealership, at which time a *** Report showed the Vehicle had been in two
prior accidents. Ms*** states
that because of this, she requests for CarMax to pay off the balance of the
Vehicle loan
According
to CarMax records, an *** Vehicle History Report was reviewed with the
primary owner of the Vehicle at both the time the Vehicle was transferred to
the *** location and at the time of sale.
On each occasion, the *** Vehicle History Report showed an
accident occurring on or around September 17, 2010.
Upon
researching Ms***’s concern further, CarMax also reviewed a *** Report
for the Vehicle, which validates the accident occurring on or around September
17, 2010, in addition to reporting a collision occurring on or around October
4, (not reported by ***)
CarMax
would also like to add that they use *** because it is the industry standard
for transacting among dealers. ***
reports include conditional announcement data from the nation’s largest auction
houses, as well as vehicle information from all states and the *** *** *** *** ***). While this gives
CarMax confidence in ***, as stated on the report itself, not all
accidents or issues are reported to ***.
For this reason, CarMax cannot guarantee the accuracy of the information
contained in the ***, nor does CarMax rely on *** exclusively to
determine whether a vehicle meets our quality standards
Please
know that CarMax does not represent that it does not sell vehicles that have
been involved in accidents. Rather,
CarMax provides a Clean Title Guarantee on every retail vehicle it sells. What this means is that CarMax guarantees
that, at the time of sale, every retail vehicle has accurate mileage and is not
and has never been designated as salvage or flood on the vehicle’s Certificate
of Title, or CarMax will buy it back
Because
the Vehicle meets CarMax’s Clean Title guarantee, and no evidence of flood or
frame damage has been presented, CarMax declines Ms***’s request to pay
off the Vehicle loanIf Ms*** would like to sell the Vehicle, CarMax
would be happy to complete a free written appraisal at her convenience
CarMax
appreciates the opportunity to respond to this complaint. If you have any additional questions or would
like to discuss this concern further, please contact me at 1-800-519-ext
***. Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

November 22, 2016*** ***, Operations *** RE: Ms*** *** *** ***, VIN: *** (“the Vehicle”) Thank you for forwarding the complaint received in your office from *** *** in regards to the Vehicle she purchased from CarMax of *** ** on
October 13, In the complaint, Ms*** describes having difficulty scheduling an appointment in order to have the Vehicle’s gas door repaired and wheel alignment completed. According to CarMax records, Ms*** had an appointment scheduled for November 10, to have the gas door repaired On November 4, 2016, CarMax called Ms*** to confirm the appointmentDuring this conversation, Ms*** inquired about also having a wheel alignment completed during the November 10th appointment Ms*** was advised that CarMax did not have availability to complete a wheel alignment at that time, and offered to reschedule the appointment for a time that both the gas door repair and wheel alignment could be completed during the same dayMs*** declined to reschedule the appointment.Following this conversation, Ms*** called CarMax’s Customer Relations Department in regards to scheduling an appointment for the aforementioned items Between the dates of November and November 11, 2016, CarMax’s Customer Relations Department worked with Ms*** in order to schedule an appointment that was convenient for her CarMax records show that the most recent contact with Ms*** was a voice message left on November 15, to confirm a November 28th appointment which was arranged by CarMax’s Customer Relations Department In this voice message, CarMax advised Ms*** to please call if this appointment was no longer convenient and she would like to reschedule As of November 21, 2016, CarMax has not received a return phone call from Ms***.CarMax appreciates the opportunity to respond to this complaint and looks forward to the opportunity to complete the needed repairs on the Vehicle If Ms*** has any additional questions or would like to discuss this concern further, she may contact me at *** ext*** or CarMax’s Service Department directly at ***.Sincerely,Jennifer L***Analyst, CarMax Customer Relations

July 6,
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond,
VA
RE: Consumer
Complaint of *** ***
Dear
Sir/Madam:
Thank
you for sharing *** *** complaint with us and providing us the opportunity
to respond. We are pleased to inform you
that this matter has been resolved. Ms
*** was unhappy about her vehicle purchase experience. Specifically, Ms*** was unhappy about the
number of applications she had to submit and the variation in the required
downpayment amount and the type of documents we required from her in order to
substantiate her income
Our
records reflect that Ms*** submitted multiple credit applications because
she expressed interest in different vehicles.
Our policy requires a different application each time a different
vehicle is selected. The variation in
the downpayment amount and the type of documents we requested from Ms*** to substantiate her income resulted from the fact that she changed her income
amount and the source of her income when she completed a new application. Ms*** indicated on one application that
she was self-employed and on another application she disclosed she was an
employee. On one application she
disclosed that she made $1,and on another application she disclosed
$1,083.00. Additionally, subsequent to
the purchase of Ms*** vehicle, the financial institution that approved
Ms*** application had concerns with the documents she submitted to
substantiate her income. While
attempting to address this concern we thought it was beneficial to notify Ms
*** of this development. Hence, the
June 12, telephone conversation referenced in the complaint. As already indicated above, we are happy to
report that the issue has since been resolved to Ms*** satisfaction.
Thank
you again for bringing this complaint to our attention. If you have any questions or concerns, please
do not hesitate to contact me at 770-792-4750, extension
Sincerely,
*** ***
***
***
*** *** ***

Dear Mrs*** ***
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal;tab-stops:101.2pt"> Thank you for forwarding the complaint
dated May 25, 2017, regarding the Vehicle purchased from the CarMax store
located in *** *** (“CarMax”) on or about December 21,
In the complaint, Mr*** describes
concerns with return service visits and the mechanical quality of the Vehicle
Mr*** states in his letter that he would like to keep possession of the
Vehicle, but requests that CarMax repair the VehicleHe also requests that his
lienholder waive four months of the payments for his Vehicle loan
Business records indicate that the
Vehicle arrived to CarMax on or about January 4, 2017, to have the concerns
with the left front seat assembly and the tire pressure addressed within the
Vehicle’s Limited Warranty periodFollowing this appointment, Mr***
expressed concerns about the Vehicle’s left fender, so CarMax sublet the
Vehicle to a vendor for repairs on or about January 17, Mr*** called
CarMax’s Customer Relations department on or about January 30, 2017, speaking
with an Analyst regarding the Vehicle’s fender, engine misfiring during
operation, and alignment issuesCarMax *** Service Manager spoke with
Mr*** by phone on or about January 31, to assist by scheduling an
appointmentThe Vehicle then arrived to the service center on or about
February 1, 2017, when CarMax performed an alignment and re-secured the rear
license plateDuring this appointment, CarMax completed diagnostic testing for
the Vehicle’s illuminated check engine light and found no related codes stored
in the Vehicle’s memoryAs a gesture of goodwill, CarMax then assisted by
reimbursing Mr*** for a rental vehicle, as well as Vehicle detailing
service
Mr*** spoke with CarMax again
regarding the misfiring concern on or about February 8, 2017, when the Vehicle
returned to the service centerCarMax then sublet the Vehicle to a vendor, who
was unable to verify any misfiresDuring this appointment, it’s noted that the
vendor cleaned the throttle body and replaced the Vehicle’s spark plugsThe
Vehicle was then sublet to a local Dodge dealer service center on or about
February 22, 2017, who found the Vehicle operating as designed at the time of
the appointmentMr*** contacted CarMax again on or about March 10, 2017, regarding
vibration and the Vehicle arrived to the CarMax service center for an appointment
on or about March 13, CarMax completed repairs to the Vehicle’s front
rotors and replaced the front brake pads, returning the Vehicle to Mr*** on
or about March 15, Following this appointment, the Vehicle was sublet to
a *** *** service center for further diagnostic testing on or about March
24, This service center worked with a corporate engineer to diagnose
engine and transmission concerns, completing a tear-down, then replacing the
Vehicle’s lifters and harmonic balancer components under the manufacturer’s power train
warrantyMr*** maintained communication with a second CarMax Customer
Relations Analyst from on or about April 25, until the time the dealer
service center finished the repairs (on or about May 5, 2017)
Mr*** contacted CarMax ***
again on or about May 11, 2017, stating that the concerns with the Vehicle had
returnedWhile the Vehicle returned to the dealer service center for
additional diagnostic testing, CarMax was in frequent communication with Mr
*** to explore options of assistance, including getting into a different
VehicleCarMax’s records indicate that Mr*** expressed interest in
purchasing a comparable vehicle and initiated the transfer of a vehicle to
CarMax on or about June 6, Once the transferred vehicle arrived at the
store, CarMax assisted in appraising the Vehicle to complete a buy-back for Mr
***As part of this process, CarMax applied Mr***’s original down
payment, as well as any payments that he made to his lienholder during
ownership towards the Vehicle loan, to the purchase of the second vehicle
Business records indicate that the sales transaction was completed on or about
June 9, 2017, when Mr*** secured financing to purchase this comparable vehicle
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed
Please contact me at (800)***-***,
extension ***, with any questions you may have
Sincerely,
Kristina R***
Analyst, Executive Response Team

June 10,
*** *** *** ***
Moorefield Park Drive, Suite
Richmond, Virginia
Re:
*** ***
Complaint ID: ***
*** *** *** (the “Vehicle”),
VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated May 31, regarding
the Vehicle purchased from the CarMax store located in ***, *** (“CarMax”)
on or about March 7,
In her complaint, Miss *** describes concerns with the
Vehicle’s tag and requests that CarMax resolve the registration concern
Company records indicate that CarMax issued a temporary tag for
Miss *** at the time of purchase, as she did not have a permanent plate
with her for the VehicleCarMax was unable to process Miss *** plate
due to the status of her driver’s licenseCarMax attempted to reach Miss
*** by phone a number of times during her first thirty days of ownership
On or about May 31, 2016, Miss *** spoke with a Customer Relations
Analyst and a member of the Business Office management team at CarMax
***
CarMax worked with the appropriate *** state regulatory
organization to assist with registration for the VehicleThis information was
shared with Miss *** on or about May 31, Company records indicate
that the Vehicle’s plates are now valid until the stated expiration month in
2017, as listed on the renewal sticker she received
Should Miss *** have any additional questions about the
paperwork for the Vehicle, she 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 S***
*** *** *** ***

Revdex.com:
I actually already posted a message to this complaint explaining that they had resolved the issue I still think it's bad that I had to submit the complaint before they would take action, as they mentioned the complaint when I picked up my plates, and I have many other issues with the sales process and how I was treated, but nothing that would constitute a violation of minimum ethical practices in my mind
Regards,
*** ***

May 3,
*** ***,
Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Ms*** ***
Complaint ID: ***
*** *** Range Rover Sport (the
“Vehicle”), VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated April 20, regarding
the Vehicle purchased from the CarMax store located in Doral, Florida (“CarMax”)
on or about November 15,
In her complaint, Ms*** expresses concerns regarding the
Vehicle’s brakes and additional repairs that have been completed at her local
*** *** service centerShe states that she has submitted her letter for
informational purposes, and doesn’t request any settlement from CarMax
CarMax’s records indicate that Ms*** connected with both
the International Mall location and the Customer Relations department regarding
her concerns on or about December 31, Company records state that Ms
Peterson also spoke with her Sales Consultant around this time and requested to
have the *** *** service center complete brake repairs on the VehicleShe
was advised that the request would need to be communicated to service
management at CarMax for considerationService records indicate that Ms
Peterson authorized the brake work and elected to not speak further with
management at the International Mall store
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ###-###-####, extension ***,
with any questions you may have
Sincerely,
Kristina S***
Analyst, Executive Response Team

January 27, 2016*** ***, 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 January 13, 2016, wherein
you forwarded a complaint from Mrs*** *** regarding the Vehicle purchased from the CarMax store located in ***, Georgia (“CarMax”) on or about February 20, 2013.CarMax has reviewed both repair orders mentioned in the complaint and did not see any record of a transmission concern being noted at the time of either service Therefore, CarMax is declining the settlement as set forth in the complaint However, if MrsHarris would like to pursue a repair at her cost or have the Vehicle appraised, she is welcome to visit the CarMax nearest her.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Please contact me at (855)562-extension *** with any questions you may have.Sincerely,Nekia ***Analyst, Executive Response Team

June 6,
",sans-serif>
*** ***, Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Mrs*** ***
Complaint ID ***
*** *** (the “Vehicle”), VIN: ***
Dear
Mrs***
I am writing in response to your
letter dated May 15, wherein you forwarded a complaint from MrsDamitra
***, regarding the Vehicle purchased from the CarMax store located in Roseville,
California on or about May 11, 2016. Mrs
*** requested in the desired settlement for a CarMax store other than the
location of purchase to complete the repairs noted in the complaint. In addition, Mrs*** requested that
CarMax also extend the 5-Day Money-Back Guarantee period until after the above
repairs have been completed
CarMax’s records indicate that the
CarMax located in Sacramento, California (“CarMax”) is currently working to
resolve Mrs***’ concerns as stated in the desired settlement
CarMax will continue to keep Mrs
*** informed on the progress of her Vehicle as more updates become
available. However, if Mrs*** has
any additional questions or concerns while the final repairs are being
completed, CarMax encourages her to either contact the Service Department directly
at (916)509-ext* or Sharon Martin in CarMax’s Customer Relations
Department at (800)519-ext***
CarMax appreciates the opportunity
to respond to this complaint
Please
contact me at (855)562-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.]
I disagree with this company's response, as this complaint was brought forth at the earlier part of the year, and would've been brought a lot sooner, but I decided to let it go But, the moment in which it was determined the car was not equipped with stated feature, it infuriated me because not only had this company bullied with their financing, they lied and as a result I almost had a wreck on the interstate And yes, there was a delay because this complaint was intially filed with the *** *** *** ***, who after months of trying to identify Carmax's business rejected my complaint due to the type of business Carmax falls underIn the response they state it has been almost a year, which shouldn't make a difference because the fact of the matter is it has not been a year and this complaint was brought earlier just to the wrong source Because I had not had an unfortunate near accidents there was no reason for me to doubt the statement of the salesman stating Blind Side Detection was equipped with carIt was only after nearly having an accident and no warnings were given that I came home and googled "How does BSD work on *** *** *** After *** showed result and the location of button that I realized the salesman gave incorrect information At the end of the day, Carmax did not tell me about their financing as it relates to if I was approved by Carmax other lenders would not review my application This is not fair to consumers and it needs to stop! Not only was I there , but two other family members also who can attest to the aforementioned statements, as a matter of fact, when the salesman stated the car was equipped with this feature my God Sister asked "What is Blind Side Detection", at which time the salesman explained this to her doing the test drive I will not continue to go back and forth with this company, as nothing will change,as I can tell from all the complaints from the Internet this company does not care about ethics or morales I just hate I didn't research before patrionizing this company with my business. Regards,
Edna F*

August
2,
*** *** *** ***
RE: *** ***
*** *** *** *** *** *** ***
Thank
you for forwarding the complaint received in your office from *** *** regarding
the Vehicle purchased from CarMax of ***,
** (“CarMax”) on March 9,
In the complaint, Mr*** mentions ongoing concerns with the Vehicle’s
transmission and requests that CarMax “take [the Vehicle] back.”
According
to CarMax records, Mr*** brought the Vehicle to CarMax on or around April
13, 2016, stating a concern with an occasional grinding noiseCarMax attempted
to diagnose the concern, but the grinding noise did not present itself at the
time of that visit. In a further attempt
to diagnose the Vehicle, CarMax sublet it to a European auto specialist who
also could not duplicate the concern. On
or around June 16, 2016, Mr*** brought the Vehicle back to CarMax stating
the Vehicle would not change gears.
CarMax sublet the Vehicle to a European auto specialist who updated the
transmission module and verified there were no mechanical problems found with
the transmission. On July 18, 2016, Mr
*** returned to CarMax stating that there was a transmission concern. CarMax sublet the Vehicle to a Mercedes
dealership who also confirmed the transmission was operating normally
CarMax
appreciates the opportunity to learn more about Mr***’ concern; however,
because no mechanical failures have been diagnosed on the Vehicle, CarMax
declines the request to return the VehicleShould Mr*** wish to sell the
Vehicle to CarMax, he can bring it by the CarMax nearest him for a free written
offer
CarMax
appreciates the opportunity to respond to this complaint. If you have any additional questions or would
like to discuss this concern further, please contact me at *** ext
***
Sincerely
Jennifer
L***
Analyst,
CarMax Customer Relations

RE: Ms*** ***Mercedes-Benz ***, VIN: *** (“the Vehicle”)Thank you for forwarding the complaint received in your office
from Ms*** regarding the Vehicle appraised at CarMax of ***, MA (“CarMax”) on or about December 16, 2017.In the complaint, Ms*** describes concerns related to the Vehicle’s condition after the appraisal. As a result of these concerns, Ms*** requests that CarMax restore her center console to its original condition by the manufacturer.CarMax would like to note that it was documented during the appraisal on Ms***’s Vehicle that the center console trim piece was already broken upon inspectionThe broken interior trim piece was reflected in the offer details provided to Ms***, as well as stated to her verbally when the offer was presentedMs*** declined CarMax’s offer to purchase the Vehicle, and left in the Vehicle at that timeMs*** later returned to CarMax stating that the trim piece was damaged during the appraisal, where the buyer who completed the review of Ms***’s vehicle confirmed that this was the damage noted in the offer.Due to the trim being pre-existing damage in Ms***’s Vehicle, CarMax declines the request to perform or reimburse for repairsCarMax appreciates the opportunity to respond to this complaint. If you have any additional questions or would like to discuss this concern further, please contact me at 1-***-***-*** ext***Sincerely,Kaitlyn C***

[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 3, 2017*** *** *** ***Re: *** ***Complaint ID ***I am writing in response to your letter dated February 13, 2017, wherein you forwarded a complaint from Ms*** regarding an experience that she had with the CarMax store located in *** ** (“CarMax”)
In the complaint, Ms*** states that CarMax ran a credit application in her name without her consent and therefore, requests for CarMax to remove the inquiries from her credit report(s). CarMax’s records indicate that Ms*** visited CarMax on or about January 28, 2017, with the intent to purchase a vehicle with the pre-qualification terms provided to her through *** *** Auto Navigator After browsing CarMax’s inventory and selecting a vehicle of interest (a *** *** ***), CarMax notified Ms*** that they would need to submit an actual credit application to their preferred financing institutions (to include Capital One) in order to obtain actual loan terms It is noted by two CarMax associates that Ms*** gave consent to process this application, in addition to a second credit application for a *** *** *** Ms*** reviewed the loan terms for both vehicles, but elected not to purchase either.Based on this information, CarMax declines the requested settlement and would refer Ms*** to review the ‘Frequently Asked Questions’ section on the *** *** *** *** page, for additional details regarding their pre-qualification offer terms.CarMax appreciates the opportunity to respond to this complaint and invites Ms*** to contact me at *** (ext***) with any additional questions or concerns that she may have. Sincerely,Nekia W***Analyst, Executive Response Team

August 21,
*** *** *** ***
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
*** *** *** *** *** (“the Vehicle”)
Dear Mrs***,
Thank
you for forwarding the response received in your office from Ms*** regarding
her daughter’s purchase of the Vehicle from CarMax of Charleston, SC (“CarMax”)
on November 30th,
Ms*** mentioned in
the complaint that her daughter was not made aware of an incident listed on the
vehicle history report
CarMax records indicate
that Ms***’s daughter was informed of the AutoCheck vehicle history report
at the time of purchaseAdditionally, Ms***’s daughter signed a Prior Use
Disclosure form acknowledging her understanding of the report
CarMax completed an
appraisal on the Vehicle on June 2, offering $11,to purchase the
VehicleMs***’s daughter accepted this offerCarMax declines to provide
any additional relied nor will CarMax provide a price adjustment on another
vehicle
Thank
you kindly for providing CarMax the opportunity to respond to this matter
Sincerely,
*** ***
Analyst, CarMax Customer Relations

April 5,
*** ***
Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Ms*** ***
Complaint ID: ***
*** *** *** (the “Vehicle”), VIN: ***
Dear MsMann:
Thank you for forwarding the complaint dated March 24, regarding
the Vehicle purchased from the CarMax store located in West Carrollton, Ohio (“CarMax”)
on or about September 6,
In her complaint, Ms*** describes concerns with the Vehicle’s
tire pressure monitoring system (TPMS), handling, and power lossShe requests
that CarMax replace the Vehicle with a different one
CarMax’s records indicate that the Vehicle’s TPMS was repaired on
or about December 18, and was covered under the MaxCare Extended Service
PlanService records state that Ms*** connected with the CarMax service
department on or about March 9, 2016, regarding a handling and power loss
concernDue to appointment availability at CarMax, the earliest available
appointment was coordinated for Ms*** at the nearby Dave Dennis Chrysler
Jeep Dodge Ram service center on or about March 11, As a result of Ms
***’s request for transportation, CarMax offered options for shuttle
services, or a loaner vehicle, if one was to become available
Before the scheduled appointment date at Dave Dennis Chrysler Jeep
Dodge Ram, CarMax’s records indicate that Ms*** reconnected with the
service team to schedule an appointment at CarMax later in the monthMs
*** brought the Vehicle to CarMax for her appointment on or about March 17,
Service records indicate that while the handling concern was addressed
and covered under her MaxCare Extended Service Plan, the power loss issue could
not to be duplicated at the time of the appointmentThe service management
team has made attempts to connect with Ms*** about additional diagnostic
testing for the power loss concern, but has been able to speak with her
directly
While CarMax will not be participating in an exchange of the
Vehicle as requested, Ms*** is encouraged to reconnect with the CarMax
service department regarding her power loss concern by calling 937-396-7218,
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,
Kristina S***
Analyst, Executive Response Team

January 19,
*** *** *** ***
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** *** ***
*** *** *** *** ***
(“the Vehicle”)
Dear
Mrs***,
Thank
you for forwarding the complaint received in your office
from Mrs*** *** regarding the Vehicle purchased from CarMax of *** ** (“CarMax”) on August
6, In the complaint, Mrs*** states that the Vehicle has experienced a
number of service concerns since purchase and requests that CarMax complete the
needed repairs on the Vehicle
CarMax
records indicate that on or around August 11, 2015, CarMax inflated the Vehicle’s
tires and replaced the shifter assembly bulb at no cost to Mrs***, under
CarMax’s 30-Day Limited WarrantyOn or around October 13, 2015, the alternator
was replaced under the terms of Mrs***’s MaxCare extended service plan
(“ESP”), with Mrs*** paying her $deductible. On or around February 16, 2016, CarMax
inflated the Vehicle’s tires and replaced the left front wheel hubThe wheel
hub replacement was covered under the terms of Mrs***’s ESP, with Mrs
*** paying her $deductible.
CarMax has not seen the Vehicle since this last service visit in
February
Upon
receipt of Mrs***’s letter, on or around January 11, 2017, a CarMax
manager reached out to Mrs*** in regards to her concerns. During this conversation, the manager shared
that although the service concerns Mrs*** mentioned were outside the
available 6-month or 6,000-mile repair warranty, CarMax could waive a diagnosis
fee as a gesture of customer serviceAdditionally, upon Mrs***’s
authorization to diagnose the Vehicle, CarMax would also submit a claim her ESP
for additional coverage of the cost of repairs
During
the above conversation, the manager also explained to Mrs*** that if she
prefers to sell the Vehicle, CarMax could complete a free appraisal at her
convenience. On or around January 18,
2017, a member of CarMax’s management team placed a follcall to Mrs
*** to discuss next steps, but has not heard back from her since
CarMax
would be happy to complete the needed repairs on the Vehicle and would need
Mrs*** to call the *** store at *** (option 4, for service) to
schedule an appointmentConversely, if Mrs*** prefers to sell the
Vehicle, she can do so at the *** store or any other CarMax location
CarMax
appreciates the opportunity to respond to this complaint. If you have any additional questions or would
like to discuss this concern further, please contact me at *** ext
***
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations