Bastian Roofing, Inc.

Thank you for forwarding the complaint dated August 9, 2017, regarding the Vehicle purchased from the CarMax
store located in ***, Georgia (“CarMax”) on or about April 10,
In the complaint, Mr*** shares service concerns addressed
with the Vehicle since purchaseThese concerns include the replacement of the
fuel injectors, plugs and two hydrolic seals, as well a transmission issueMr
*** requests that CarMax refund him the repair costs that he’s incurred,
which total $***He also requests a refund him the $*** Title Ad Valorem
Tax paid on the *** *** ** that he purchased from CarMax store located in
Escondido on or about July 22,
According to CarMax’s records, the Vehicle was brought in for
service on or about the following dates in 2017: April 24, May 9, and May Repairs completed
during each visit were at not cost to Mr***CarMax also participated in covering the cost of coding the
Vehicle’s fuel injectors at the dealer service centerPer business records, there
was a miscommunication between the owners of the repair facility, causing a delay
inprocessing the payment CarMax providedRecently, the Vehicle was in need of repairs to the clutch, which
is considered a wear and tear itemWhile CarMax offered to complete the
repairs at a discounted rate as a gesture of customer service, the Vehicle was
already at the dealer repair centerCarMax then committed to paying for the
cost of parts once the repair was completeAs CarMax did not receive notification
when the Vehicle was ready, Mr*** paid for the repair and CarMax sent him
a reimbursement check for the cost of parts on or about August 11, Additionally, Mr*** reached out to CarMax Customer Relations
on or about September 5, 2015, to request reimbursement for the ** ***
Taxes that he incurred on his *** *** **When registering a vehicle in
another state, it is the owner of the vehicle’s responsibility to pay any
additional fees required by that particular stateCarMax will not be
participating in this portion of Mr***’s requested resolution and
considers this matter closedSincerely,
Gabrielle P***
Analyst, Executive Response Team

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

June 30, 2016*** *** *** *** ** *** *** *** *** *** *** ***I am writing in response to your letter dated June 2, wherein you forwarded a complaint from *** *** ***, regarding the Vehicle purchased from the CarMax store located in
***, *** (“CarMax”) on or about February 27, Ms*** requested in the desired settlement for CarMax to either take full return of the Vehicle or allow her the ability to exchange it for another In addition, Ms*** also requested that CarMax issue her a reimbursement for the two recent payments made towards the loan for the Vehicle.CarMax’s records indicate that Ms*** spoke with CarMax’s Service Manager, MrKamala W*** on or about May 23, to discuss the concerns noted in the complaint During this call, Mr*** assured Ms*** that each of her concerns (as noted in this complaint) have been repaired appropriately, and warrantied for a duration of months or 6,miles Ms*** was satisfied with CarMax’s offer of assistance and explanation at the time of this call, and was therefore unaware of Ms*** dissatisfaction until the receipt of this complaint.Based on the above, CarMax is declining the settlement as set forth in the complaint However, CarMax would encourage Ms*** to contact Mr*** back at *** ext*** if she would like to readdress these concerns In addition, Ms*** can bring her Vehicle to the CarMax nearest her if she would like to have it appraised at its current market value.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Please contact me at *** extension *** with any questions you may have.Sincerely,Nekia W***
*** *** *** ***

July 31,
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
*** ** *** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from Mr*** *** regarding the ***
*** *** *** (the “Vehicle”) that was purchased on or about July 18,
at the CarMax store located in *** *** *** *** (“CarMax”).
According to our records, CarMax has been in communication
with Mr*** to address his concerns and provide assurance that the Vehicle
is fixed correctly and professionally.
It is CarMax’s goal to provide the most exceptional service possible to Mr
Castano. CarMax cannot guarantee that
the Vehicle will perform without any future issues; however, CarMax welcomes
the opportunity to continue to work in partnership with Mr*** to resolve
any future maintenance concerns.
CarMax is also offering to fill up Mr*** gas
tank. If there are other concerns, Mr
*** should contact Service Manager *** ** *** extension ***.
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** ***, extension ***, if you have
any questions
Sincerely,
*** ***
*** *** ***

May 18,
*** ***,
Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Mr*** ***
Complaint ID ***
***
***, VIN: *** (the “Vehicle”)
Dear MrsMann:
Thank you for forwarding the complaint dated May 3, regarding
the Vehicle purchased from the CarMax store located in Chattanooga, Tennessee
(“CarMax”) on or about December 14, 2014.
Mr*** dropped off the Vehicle at CarMax on Sunday, May 1, 2016, and
expresses concern about CarMax’s appointment availability for its repair. Mr*** requests in the desired
settlement for CarMax to repair the Vehicle in a timely manner, or to provide a
replacement vehicle while repairs are completed
Mr*** did not have an appointment scheduled for the repair,
and dropped off the Vehicle on a Sunday when the Service Department was closed
CarMax informed Mr*** the
following day that the first available appointment would be on Friday, May 6,
2016, but advised that they would attempt to fit it in earlierOn May 3, 2016,
CarMax diagnosed the vehicle as having a broken cooling fan relayCarMax
communicated with Mr***’s Extended Service Plan provider to confirm that
the repair was covered, and also secured two days of rental coverage for Mr
***On the same day, May 3, 2016, CarMax notified Mr*** of the
diagnosis and the covered rental vehicle
CarMax has completed the repairs, and Mr*** is now in possession
of the Vehicle Should Mr*** have
any further questions, he is encouraged to reach out to the Chattanooga Service
Team at (423)414-3500, Option
CarMax
appreciates the opportunity to respond to this complaintIf you
have any additional questions, or would like to discuss this concern further, please
contact me at 1-800-519-ext***
Sincerely,
Stacie M***
Analyst,
Executive Response Team

February 24, 2016*** ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr*** ***Complaint ID *** ** (the “Vehicle”), VIN: ***Dear Mrs***:I am writing in response to your letter dated February 8, 2016, wherein you
forwarded a complaint from Mr*** *** regarding the Vehicle sold to the CarMax store located in Albuquerque, New Mexico (“CarMax”) on or about February 6, Mr*** requested in the desired settlement for CarMax to change our appraisal advertisements and reverse the purchase of the Vehicle if it cannot be paid off immediately, as he believed he had seen advertised.CarMax’s records indicate that a payoff check in the amount of $39,was sent to Mr***’s finance company on or about February 10, This check cleared CarMax’s account on or about February 18, 2016.CarMax has since been in contact with Mrs*** (wife of Mr***) to communicate that the payoff has been completed as agreed upon, according to the Vehicle Purchase Agreement signed at the time of purchase Additionally, CarMax does not advertise to pay a vehicle loan immediately However, CarMax does aim to complete a vehicle loan payoff within days of receiving a payoff quote.CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.Please contact me at (855)562-extension *** with any questions you may have.Sincerely,Nekia ***Analyst, Executive Response Team

August 5,
*** *** *** ***
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
*** *** ***
*** *** *** *** *** *** ***
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Mr*** regarding
his purchase of the Vehicle from CarMax of *** ** (“CarMax”) on October
22nd,
In his complaint, Mr
*** referenced several service concerns with the VehicleMr*** requested
to return the Vehicle and for CarMax to make arrangements to get him into a
different vehicle
Mr*** brought the
Vehicle to CarMax on July 30th, as the Vehicle was not
startingAt that time, CarMax diagnosed the need to replace the batteryMr
*** authorized the completion of this repairAdditionally, CarMax diagnosed a
concern with the power steering and a tie rodMr*** declined to have this
work completedCarMax was unaware of any other service concerns present at
that timeIf Mr*** has any additional service concerns, CarMax will gladly
complete a diagnosis
Mr*** previously
brought the Vehicle to CarMax to complete an appraisal on July 10th,
CarMax made an offer of $4,for the VehicleMr*** declined this
offerIn the event he would still like to sell the Vehicle, CarMax can appraise
it again
CarMax will not
participate in any return or exchange of the Vehicle as Mr*** is well
outside of any return period CarMax offers
Thank you for providing
CarMax the opportunity to respond to this matterIf Mr*** has any further
questions he may contact me directly at ***, ext***
Sincerely,
*** ***
*** *** *** ***

Thank you for forwarding the complaint dated August 30, 2017, regarding the Vehicle purchased from the CarMax
store located in *** *** (“CarMax”) on or about July 22,

In the complaint, Mr*** states that the Vehicle has had repeat
service concerns and requests that CarMax replace the Vehicle, reimburse half
of the down payment, or raise the appraisal offer ($***) received on or
about August 24,
According to CarMax’s records, the Vehicle was in for service on
or about May 18, and June 20, Each visit was for unrelated repairs,
as well as general maintenance for the Vehicle
On or about August 9, 2017, the Vehicle was brought in with a
check engine light concern and was sublet to the dealer service center for
repairAfter Mr*** received the Vehicle back, he continued to experience
the same concern and reached out to CarMax
Customer RelationsOn or about August 30, CarMax’s service manager
requested the Vehicle be brought in for further diagnostic testing at our
facility instead of the dealer service centerThe Vehicle arrived for service
on or about September 6, and CarMax is addressing the concern
CarMax declines the requested resolution because the vehicle is
outside of CarMax’s 5-Day Money-Back Guarantee periodIf Mr*** would like
to purchase a different vehicle, he is
welcome to call CarMax at *** (option for sales) to schedule another
appraisal appointment and further discuss next steps
Please contact me at (***)***-***, extension ***,
with any questions you may haveSincerely,
Gabrielle P***
Analyst, Executive Response Team

March 21, 2017
Re: [redacted]
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Complaint ID: [redacted] (the "Vehicle"),
VIN: [redacted]
Thank you for forwarding the complaint dated March
8, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] ("CarMax") on or about November 19, In the complaint, Ms[redacted] expresses concern
with the quality of the Vehicle's wheels, delays for the related repairs, and
the quoted expense of wheel replacementShe requests that CarMax assist by
replacing all of her rims or take full return of the Vehicle and replace it
with another optionCarMax's records indicate that Ms[redacted]
contacted the service center on or about February 27, 2017, regarding concerns
with the Vehicle's right front wheel (which she stated had a damaged rim), as
well as the right rear tire (which was listed as having a nail in it)The
Vehicle arrived to CarMax on or about March 1, 2017, at which time the service
associates started looking into Ms[redacted] concernsInitially, CarMax offered
to split the cost of the repairs with Ms[redacted], as it was unclear that the
wheel had been repaired prior to the time of purchaseCarMax provided details
about the expense and timeline for obtaining the parts needed for the repairs
Unexpected sourcing delays resulted in CarMax getting the parts later than initially
anticipatedThroughout this time, however, CarMax provided Ms[redacted] with
regular updates while they had possession of the VehicleUpon Ms[redacted] request to speak with a
manager on or about March 9, 2017, the [redacted] Service Manager called Ms
[redacted] to speak directlyFollowing this conversation, CarMax offered to cover
the full expense for Ms[redacted] repairs, due to the conclusion that the wheel
repair was completed prior to CarMax taking ownership of the Vehicle and the
purchase of the Vehicle by Ms[redacted]CarMax also provided Ms[redacted] with a
loaner vehicle as a gesture of goodwill for the duration of time that the
Vehicle was in for repairsCarMax is unaware of any additional concerns
that Ms[redacted] has with the Vehicle's other wheels and encourages her to reconnect
with the [redacted] service center at [redacted] for any additional
questions that she has at this timeCarMax appreciates the opportunity to respond and
considers the replacement of the right front wheel and the right rear tire
repair the resolution to this complaintPlease contact me at [redacted], extension [redacted],
with any questions you may haveSincerely,
Kristina R[redacted]
Analyst, Executive Response Team

January 18,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal;tab-stops:center 3.25in">[redacted]
Re: [redacted]
Complaint ID: [redacted]
[redacted] (the "Vehicle"),
VIN: [redacted]
Thank you for forwarding the complaint dated January 1, regarding
the Vehicle purchased from the CarMax store located in [redacted] ("CarMax")
on or about October 22,
In the complaint, Mrs[redacted] expresses concern with the Vehicle's
tires and battery, as well as intermittent wobblingMrs[redacted] spoke with a
Customer Relations Analyst on or about December 19, regarding the above
concerns, as well as an issue with the Vehicle's navigation systemThe next
day, Mrs[redacted] expressed to the Analyst that she dropped off the Vehicle at
the CarMax service center the evening of December 19,
Service records indicate that diagnostic testing for the Vehicle
started on or about December 21, During the time that the Vehicle was
with CarMax, the service team confirmed that the tires were above discard
standardsAs part of the diagnostic testing for the Vehicle, CarMax completed
an extensive test drive (which included driving the Vehicle at highway speeds)
and was unable to duplicate any wobbling or vibration concernsCarMax
confirmed that the Vehicle's navigation system was operating as designed and
spoke with Mrs[redacted] regarding the recommendation to visit a dealer service
center for any software update questions that she had
CarMax also looked into Mrs[redacted] battery concern during the
time the Vehicle was in for serviceCompany records state that the battery and
charging system were operating as designed when the Vehicle was startedThe
option to run additional diagnostic testing on the Vehicle at the standard rate
was offered for Mrs[redacted] at that time, which she declined
Following this, Mrs[redacted] called the Customer Relations Analyst again
on or about December 22, 2016, to share that the Vehicle had broken down after leaving
the service centerThe Analyst researched her concern and called Mrs[redacted] back that afternoon, leaving two voicemails that have not been returned as of
today's date
While CarMax previously found the battery operating as designed,
they are now offering to replace the Vehicle's battery as a gesture of goodwill
to ensure Mrs[redacted] peace of mindThis offer will be valid for Mrs[redacted] until April 1, 2017, and she is encouraged to call CarMax at [redacted]
(option for service) to set up an appointment at her convenience
CarMax appreciates the opportunity to respond to this complaint
Please contact me at [redacted], extension [redacted],
with any questions you may haveSincerely,
Kristina S[redacted]
Analyst, Executive Response Team

March 24,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal"> Re: [redacted]Complaint ID: [redacted]
(the "Vehicle"), VIN: [redacted] Thank you for forwarding the complaint
dated March 6, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about January 13, 2017. In the complaint, Ms[redacted] expresses
concerns with the Vehicle's axle, heater fan, and variable timing control (VTC)
actuator, as well as a related loud noiseShe requests that CarMax fix the
Vehicle or pay the [redacted] dealer service center directly to complete the repair
Company records indicate that after a
visit to the [redacted] dealer service center, Ms[redacted] brought the Vehicle to
CarMax for an initial service appointment on or about January 23, for the
following issues: an alignment concern, adjustment of the steering wheel, a leak
on the left axle, and a loud noise when using the cabin heating systemDuring
this appointment, CarMax performed an alignment, centered the steering wheel, and
replaced the following components on the Vehicle: a transmission hose clamp, an
axle seal, the cabin filter, and the blower motorCarMax completed this work
at no cost to Ms[redacted] and provided her with a loaner vehicle for the
duration of these repairs. Ms[redacted] contacted both the CarMax
service center and the Customer Relations department on or about February 27,
2017, stating that the noise was still presentCarMax's research following
this conversation indicated that there was a technical service bulletin related
to the Vehicle regarding the variable timing control (VTC) actuatorAs it was
determined that the Vehicle no long fell within the parameters of the powertrain
warranty through [redacted], CarMax presented Ms[redacted] the option of taking the
Vehicle to a [redacted] service center on or about March 6, CarMax, however, informed
Ms[redacted] that she would be reimbursed for repairs related to this component Upon completion of the diagnosis from
the [redacted] service center on or about March 9, 2017, CarMax requested that Ms
[redacted] bring the Vehicle to the CarMax service center to confirm this diagnosis
Ms[redacted] elected to bring Vehicle back to CarMax, which resulted in
replacement of the Vehicle's variable timing control (VTC) actuator at no cost
to herCarMax provided a loaner vehicle for Ms[redacted] during these repairs,
as well as assisting to ensure that the Vehicle was clean and had a full tank of
fuel upon repair completion (March 17, 2017). During a follcall to Ms[redacted] (from
CarMax's Retail Technician Manager), Ms[redacted] shared that the Vehicle wasn't running
smoothlyCarMax scheduled an additional appointment to look into this concern
and the Vehicle then returned to the CarMax service center on or about March
21, CarMax replaced the Vehicle's battery after determining that it
failed testing and is currently awaiting the arrival of additional parts for
repairsCarMax is actively working to address Ms[redacted] remaining concerns and
will ensure that she receives regular updates while the Vehicle is in for
repairs. CarMax appreciates the opportunity to
respond to this complaint. Please contact me at [redacted],
extension [redacted], with any questions you may have. Sincerely, Kristina S[redacted]
Analyst, Executive Response Team

May 22,
","sans-serif">
[redacted], Operations Supervisor Moorefield Park Drive, Suite
300Richmond, Virginia 23236 Re: Ms[redacted]Complaint ID [redacted], VIN: [redacted] (the
"Vehicle") Dear Ms[redacted]: Thank you for forwarding the
complaint dated May 5, regarding the Vehicle purchased from the CarMax
store located in Austin, Texas on or about March 26, 2012. Ms[redacted] requested in the desired
settlement for CarMax to refund her the amount that she paid for the Vehicle. She also requested that CarMax reimburse her
for any outstanding rental expenses incurred while the Vehicle was in service and
any costs associated with the repair of the Vehicle. Ms[redacted] mentioned in the complaint that according to the [redacted]
Dealership, her Extended Service Provider, and a CarFax report, CarMax sold her
a totaled and non-salvageable Vehicle. CarMax
reviewed both the CarFax and AutoCheck report (provided to Ms[redacted] at the
time of sale) and neither indicated that the Vehicle was sold to Ms[redacted] in a
totaled or non-salvageable condition. CarMax
also verified that Ms[redacted]'s Extended Service Plan is still active and may
be used until the contract expires. CarMax does not have any record of an invoice totaling
$1,100. However, CarMax's records
indicate that on several occasions, CarMax either provided Ms[redacted] a loaner
vehicle at no cost or offered to pay for any rental expenses not covered under
the terms of her Extended Service Plan while the Vehicle was being repaired at
CarMax. It is CarMax's understanding
that all financial obligations have been met at this time. Based on the above, CarMax is declining Ms[redacted]'s settlement as
set forth in the complaint. Please contact me at [redacted] extension [redacted] with any
questions you may have. Sincerely,[redacted] Analyst, Customer Relations

May 1, 2017
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">
Re: [redacted]
Complaint ID: [redacted] (the "Vehicle"), VIN: [redacted]
Thank you for forwarding the complaint
dated April 19, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about February 19,
In the complaint, Ms[redacted] describes
concerns related to unexpected delays with getting a tag for the VehicleShe
states that CarMax told her they would assist with this processing through
partnership with the [redacted] and indicates that the matter
is not resolved (as of the date of her letter)Ms[redacted] requests that she receive
her tag for the Vehicle or that CarMax accept full return of the Vehicle,
reimbursing her for the interest she paid as part of the financing
Records indicate that CarMax sent the
paperwork and payment to the appropriate Alabama [redacted]
office for Ms[redacted] following the purchase of the VehicleCarMax received a
notification from the [redacted] on or about March 1, 2017, regarding
concerns with the check that they had receivedTh[redacted] then stated that they would return the check to CarMax through regular
mail servicesTo ensure that there was not a lapse in the Vehicle's tag
coverage, CarMax sent Ms[redacted] an additional temporary tag on or about March
20, CarMax worked with the [redacted], as well the
financial institution listed on the Vehicle's title, from on or about March 28,
2017, to April 19, 2017, ensuring that the appropriate documentation and
payment were submitted for processing
Business records indicate that Ms
[redacted] spoke with CarMax on or about April 19, 2017, to inquire about the option
to return the Vehicle (if the tag and registration process could not be immediately
completed)The processing was then completed on or about April 20, 2017, when
Ms[redacted] received a regular tag for the Vehicle, as well as the registration (valid
for one year)Ms[redacted] informed CarMax that she paid a late fee of $[redacted] as
part of this processing, which CarMax issued her reimbursement for
Ms[redacted] is encouraged to contact
CarMax [redacted] at [redacted] should she have any additional questions regarding
this concernCarMax appreciates the opportunity to respond to this complaint and
considers this matter closed
Please contact me at [redacted],
extension [redacted], with any questions you may have
Sincerely,
Kristina R[redacted]
Analyst, Executive Response Team

May 31, 2017
Re: [redacted]
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Complaint ID: [redacted]
Thank you for forwarding the complaint dated May
15, regarding the Vehicle purchased from the CarMax store located in [redacted], California ("CarMax") on or about May 4, In the complaint, Mr[redacted] describes
concerns regarding the financing requirements after the initial date of
purchase and unexpected delays during the process of repurchasing the VehicleMr
[redacted] requests that CarMax assist by reducing the price of a MaxCare extended
service plan for the Vehicle, as well as providing compensation for both his
lost wages and frustration with his experienceBusiness records indicate that the
financial institution that Mr[redacted] elected to finance his loan with contacted
CarMax soon after the date of purchase regarding concerns with his submitted employment
tax classificationCarMax provided the financial institution with the
requested information and processed the repurchase of the Vehicle for Mr
[redacted] on or about May 12, A Sales Manager at CarMax Costa Mesa then
spoke with Mr[redacted] on or about May 14, 2017, after the financial institution
requested additional stipulations regarding his incomeWhile the Sales Manager
was in contact with the financial institution to learn more about the requested
stipulations, Mr[redacted] contacted CarMax's Customer Relations Department by
phone on or about May 16, The Sales Manager talked with Mr[redacted] again
on or about May 17, 2017, discussing possible options to address the concern,
including finding a similar vehicle, obtaining a vehicle loan with another
financial institution, or having Mr[redacted] provide a larger down payment or additional
income documents to satisfy the requests of the current financial institutionWhile CarMax will not be participating
in Mr[redacted] request for financial compensation, CarMax assisted Mr[redacted] in
completing the sales process for a comparable vehicle with a different financial
institution on or about May 18, Business records indicate that MrColton
elected to purchase a MaxCare extended service plan for this second vehicleCarMax appreciates the opportunity to
respond to this complaint and considers this matter closedPlease contact me at ([redacted],
extension [redacted], with any questions you may haveSincerely,
Kristina R[redacted]
Analyst, Executive Response Team

Dear MrsJ[redacted]:
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal;tab-stops:171.85pt">
Thank you for forwarding the complaint dated July 31, 2017, regarding the Vehicle purchased from the CarMax
store located in White [redacted] ("CarMax") on or about July 6,
In the complaint, Ms[redacted] shares that the Vehicle has been in
for repairs since March of 2017, due to engine concernsShe states her [redacted]
extended service plan administrator will not replace the Vehicle's engine,
which resulted in repair delaysMs[redacted] requests that CarMax replace the
Vehicle's engine or allow her to exchange the Vehicle
CarMax Operations Manager contacted Ms[redacted] on or about August
3, 2017, to review the Vehicle's concerns
and the currently recommended repairsDuring
this conversation it's noted that CarMax shared their committed to completing
the recommended repairs at no cost to Ms[redacted]CarMax will
continue to follow up with Ms[redacted] until repairs are complete
CarMax appreciates the opportunity to respond to this complaint
and considers this matter resolved
Please contact me at [redacted] extension [redacted],
with any questions you may haveSincerely,
G[redacted]
Analyst, Executive Response Team

May 30, 2017
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Re: [redacted]
Complaint ID: [redacted] (the "Vehicle"), VIN: [redacted]
Thank you for forwarding the complaint
dated May 12, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted], California ("CarMax") on or about May 15,
In the complaint, Mr[redacted]
describes concerns with smog testing for the Vehicle, unexpected delays with
the processing for the Vehicle's registration and tags, as well as issues with
updating the title paperworkMr[redacted] requests that CarMax assist by
completing the registration process for the Vehicle, including assistance with
any related expenses
CarMax's records indicate that Mr[redacted]
initially contacted CarMax's Customer Relations department on or about October
3, 2016, regarding concerns with the Vehicle's registration, California smog
testing, and lien records, per his financial institutionDuring this first
call, it's noted that Mr[redacted] shared he had relocated to Georgia after purchasing
the Vehicle and didn't have plans to return to California in the immediate
futureCarMax [redacted]'s Assistant Business Office Manager called Mr[redacted]
this same day, discussing options with temporary registration and the need for
the Vehicle to return to California for state smog testingCarMax worked with Mr
[redacted]'s financial institution and the local [redacted] office from October 5, until October 11, 2016, to ensure that all parties
had the appropriate documentation for proof of purchase, smog exemption, and
Vehicle registration[redacted] confirmed for CarMax that
the order had been successfully cleared in their system on or about October 11,
CarMax sent Mr[redacted] his Vehicle's tag and registration via [redacted] on
this same date (with overnight delivery service)
Mr[redacted] contacted CarMax's
Customer Relations department again on or about January 6, 2017, after his
financial institution let him know they had not yet received the title for the
VehicleDuring the message that Mr[redacted] left, he also noted that the
[redacted] stated there was additional processing needed for
registrationCarMax worked with [redacted] and Mr[redacted]'s
financial institution regarding these concerns again through January 19, 2017,
to ensure that both parties had the information they needed
CarMax's Customer Relations department
next received a call from Mr[redacted] on or about May 9, 2017, as he was due
to register the vehicle again by May 19, 2017, and had been informed by his
financial institution that the title concern was unresolvedDuring additional
partnership, CarMax determined that the Vehicle needed to return to California
to complete a smog test in-stateCarMax provided a loaner vehicle for Mr[redacted]
on or about May 16, 2017, when he dropped off the Vehicle at CarMax store near
his current address of residenceFollowing this visit, CarMax has been working
to transport the Vehicle back to CarMax [redacted] for the smog testing required for
the registration process
The CarMax [redacted] Business Office
Manager has been in communication with Mr[redacted] regarding the expected
timeline to transport the Vehicle back to California, as well as CarMax's offer
to provide a loaner vehicle as transportation for Mr[redacted] until the
Vehicle returns to GeorgiaMr[redacted] is encouraged to continue speaking
with the CarMax [redacted] Business Office Manager for any additional questions
that he has regarding this process, state registration, or related fees by
calling [redacted] (option *)
CarMax appreciates the opportunity to
respond to this complaint
Please contact me at [redacted],
extension [redacted], with any questions you may have
Sincerely,
Kristina R[redacted]
Analyst, Executive Response Team

Thank you for forwarding the complaint dated January 9,
regarding the Vehicle purchased from the CarMax store located in Ontario,
California ("CarMax") on or about February 5,

In the complaint, Miss [redacted] states that while CarMax and [redacted]
have completed repairs on the Vehicle, they have not addressed the root cause
of the problemAs a result of this, Miss [redacted] states that she has continued
to experience issues with the Vehicle and requests that CarMax replace it for
her
Records indicate that Miss [redacted] visited CarMax on or about March
16, 2016, April 15, 2016, May 5, 2016, and June 14, 2016, for service concerns
which did not present themselves to CarMax during the time of diagnosis
In between these visits, however, the Vehicle was brought in for a
clunking noise on or about March 30, 2016; which
CarMax diagnosed and repaired at no cost to Miss[redacted]
CarMax's records indicate that on June 22, 2016, the Vehicle was brought
in for transmission concernsAfter CarMax sublet the Vehicle to [redacted], they
were able to confirm that the transmission would need to be replacedDue to
the fact that Miss [redacted] declined to purchase a MaxCare extended service plan
at the time of sale, in addition to her being outside of CarMax's 30-Day
Limited Warranty, the cost of this repair would have been the full responsibility
of the owner of the VehicleHowever, as a gesture of customer service, CarMax
covered this expense and provided Miss [redacted] with a loaner vehicle while the
repairs were being completed
CarMax has addressed the Vehicle's concerns and will not be
providing Miss [redacted] with the resolution that she requested
CarMax appreciates the opportunity to respond to this complaintPlease contact me at (800)[redacted], extension [redacted],
with any questions you may haveSincerely,
Gabrielle P[redacted]

January 5,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">
Operations
Department
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Jesse Fruman
Complaint ID: [redacted]
BMW M(the
"Vehicle"), VIN: [redacted]
Dear MrsJennifer V**:
Thank you for forwarding the complaint,
dated December 27, 2017, regarding the Vehicle purchased at the CarMax store
located in Costa Mesa, CA ("CarMax") on or around January 31, In
the complaint, MrFruman states that a third party informed him that a CarFax
report showed a history of damage to the VehicleMrFruman requests that
CarMax provide a refund of $[redacted] which, according to MrFruman, is the difference
between the value of the Vehicle with damage versus without damage
CarMax
records indicate that the Vehicle was appraised by CarMax on or around December
8, On that date, CarMax offered to purchase the Vehicle for $[redacted]
based on the completed appraisalCarMax records indicate that modifications which
were made after the Vehicle was purchased impacted the appraisal offer;
however, the accident history had no impact on the offer provided by CarMaxCarMax
Customer Relations has also reviewed this information with MrFruman during a
phone conversation on or around December 20, CarMax would also like to
note that while an accident-free vehicle cannot be guaranteed, CarMax does
guarantee that all vehicles are free of flood and frame damage, or CarMax will
buy the vehicle back
CarMax
declines to offer a refund to Mr[redacted] due to the Vehicle meeting CarMax's
guarantee against frame damage as well as the fact that the Vehicle is outside
CarMax's 5-Day Money-Back Guarantee
CarMax
appreciates the opportunity to respond
to this complaintPlease contact me at ([redacted] extension [redacted], with
any questions you may have
Sincerely,
Jennifer R[redacted]
Analyst, Executive Response Team

November 22,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">
[redacted]
Moorefield Park Drive, Suite
Richmond, Virginia
Re: [redacted]
Complaint ID: [redacted] (the "Vehicle"), VIN: [redacted]
Dear Ms[redacted]:
Thank you for forwarding the complaint
dated November 6, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about October 18, In
the complaint, Mr[redacted] expresses concern regarding the written appraisal
offer he received from CarMax for the Vehicle, as well as indication of airbag
deployment, per a [redacted] Vehicle History ReportHe requests that CarMax
contact him and offer consideration by adjusting the offer he previously
received
CarMax's records indicate that Mr
[redacted] visited on or about November 5, to have the Vehicle appraisedWhen
completing every appraisal, CarMax takes into consideration a number of factors
which may impact the written offerThe Buyer completing Mr[redacted]
appraisal noted major damage on the left side of the Vehicle, including: the
tail light, the tail light assembly, the truck bed, the deck lid, and the rear
bumperAdditionally, the right side of the Vehicle had damage to both the rear
door and the cabinThe Vehicle's headliner was noted as needing replacement
and the damage on the driver's side thigh bolster would require significant
upholstery work
While taking a test drive during the
appraisal, multiple concerns with the Vehicle's transmission were evidentMr
[redacted] was asked immediately after the test drive if he had noticed issues
with the Vehicle's transmission, which he confirmedFollowing this
conversation, Mr[redacted] received CarMax's written offer for the Vehicle of
[redacted]It is noted that Mr[redacted] requested that the written offer be
increased to [redacted]It was expressed to him that the offer for the Vehicle would
remain as originally presented to him, as CarMax's appraisal offers are
no-haggle
An [redacted] Vehicle History Report generated
on November 22, lists one accident, reported October 15, 2016, during Mr
[redacted] ownership of the VehicleThe [redacted] Vehicle History Report indicates
an accident with airbag deployment and accident, reported on March 3, 2008, and
a second accident (without airbag deployment), reported July 16, 2016, after
Mr[redacted] had purchased the VehicleBoth of these reports are without record
of frame or flood damage, which CarMax guaranteesMr[redacted] was presented
with an [redacted] Vehicle History Report for review at the time of sale
CarMax has been in contact with Mr
[redacted] through email, in person, and online regarding the offer he received
While CarMax will be happy to assist with any additional questions Mr[redacted] has at this point, CarMax declines to adjust his written offer. Mr[redacted] is encouraged to call
CarMax [redacted] at 951-324-5080, should he wish to connect further.
CarMax appreciates the opportunity to
respond to this complaint. Please contact me at [redacted],
extension [redacted], with any questions you may have
Sincerely,Kristina S[redacted]
Analyst, Executive Response Team

February 24,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
200%;tab-stops:center 3.25in">[redacted]
Moorefield Park Drive, Suite Richmond, Virginia
Re: [redacted]
Complaint ID: [redacted]
[redacted] (the "Vehicle"),
VIN: [redacted]
Dear Ms[redacted]:
Thank you for forwarding the complaint dated January 24, regarding
the Vehicle purchased from the CarMax store located in [redacted], [redacted] ("CarMax")
on or about July 28, In the complaint, Mr[redacted] states that the Vehicle has been
experiencing an intermittent issue resulting in it jumping, shaking, and
turning off while idleMr[redacted] states that CarMax did not interpret the
diagnostic report correctly and therefore, did not resolve the Vehicle's issue(s)
Mr[redacted] letter does not include his desired settlement requestAccording to CarMax's records, Mr[redacted] provided CarMax with a
diagnostic report from [redacted] on or about January 9, CarMax
inspected the charging system per [redacted] diagnostic report at the
time of this appointment CarMax determined
that the battery needed to be replaced in order to resolve the concern and completed
the repairCarMax had not received further communication from Mr[redacted] about
the concern presenting itself after the replacement of the Vehicle's battery
and was unaware of any outstanding concerns that he had until the receipt of
this complaintHowever, after reviewing his letter, CarMax [redacted] Assistance
Service Manager, MrJohnathan B[redacted], invited Mr[redacted] to come in for an
appointment on or about February 24, for further diagnostic testing
CarMax also let Mr[redacted] know that they would provide him a loaner vehicle for
the duration of time that the Vehicle is in for repairsCurrently, the Vehicle is sublet to the local dealer repair
facility for diagnostic testingCarMax will continue to provide Mr[redacted] updates as they become availableCarMax appreciates the opportunity to respond to this complaintPlease contact me at [redacted], extension [redacted],
with any questions you may haveSincerely,
Gabrielle P[redacted]
Analyst, Executive Response Team