Bastian Roofing, Inc.

June 25,
[redacted] [redacted]
"line-height:107%Times New Roman",serif">Moorefield Park Drive, Suite
Richmond, VA
[redacted]
[redacted]
Dear [redacted]
Thank
you for forwarding the complaint received in your office from MrGonzales
regarding his purchase of the Vehicle from CarMax of [redacted] ("CarMax")
on May 25th,
In his complaint, Mr
[redacted] referenced concerns with the payoff quote on a [redacted]
that he sold to CarMax prior to his purchase
CarMax estimated the
payoff associated with his loan on the [redacted] after not establishing
contact with his lienholderThis estimate was $more than the actual
payoff amount on the loanThe transaction was finalized and CarMax purchased
Mr[redacted]' vehicle on the estimated quote
Via
an agreement between preferred lenders and CarMax, that $is attributed
to the balance of the loan on the Vehicle Mr[redacted] purchased, through [redacted] This agreement is specific[redacted] stated in Mr[redacted]'
vehicle purchase agreement he received at the time of the purchase
A
manager at CarMax discussed this information with Mr[redacted] on June 14th,
In the event Mr[redacted] has any further questions on this, he may
contact me at [redacted], ext[redacted]
Thank
you kindly for providing CarMax the opportunity to respond to this matter
Sincerely,
[redacted]
[redacted]

May 15, 2017
Re: [redacted]
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Complaint
ID: [redacted]
[redacted] (the "Vehicle"), VIN: [redacted]
Thank you for forwarding the complaint
dated April 27, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about February 2,
In the complaint, Ms[redacted] describes reoccurring mechanical concerns
with the VehicleShe requests that CarMax fix the problems with the Vehicle (which
she has communicated since the date of purchase), or take return of the
Vehicle, allowing her to purchase another car
CarMax's records indicate that Ms
[redacted] first brought the Vehicle to CarMax for a service appointment on or
about February 28, During this appointment, CarMax replaced a fuse to
address a concern with the radio and also looked into a noise that Ms[redacted]
stated she heard while driving over bumps, which CarMax was unable to
duplicateThe Vehicle returned to CarMax on or about April 7, 2017, for issues
with the radio, a trim piece, and an exterior component, as well as a clunking
sound that Ms[redacted] reported hearing during shiftingAt this appointment, CarMax
was unable to duplicate the radio concern, and inspected the trim piece,
confirming that repairs were not needed at that timeCarMax completed an oil
change, as well as repairing the Vehicle's driver's side sliding door button
and cableThe Vehicle's left lower transmission mount and front motor mount
were also replaced during this appointment
The Vehicle returned to CarMax again
on or about May 3, 2017, for concerns related to the radio, an illuminated
check engine light, and the Vehicle's transmissionRecords indicate that
during additional testing, CarMax diagnosed the components that were causing these
issuesThe service department is actively completing repairs to the Vehicle's camshaft
position sensor (for bank one) and the audio unitCarMax has offered to assist
with the MaxCare extended service plan deductible for these repairs and is maintaining
communication with Ms[redacted] to provide regular updates
CarMax appreciates the opportunity to
respond to this complaintPlease contact me at [redacted],
extension [redacted], with any questions you may have
Sincerely,
Kristina R[redacted]
Analyst, Executive Response Team

June
26,
",sans-serif>
[redacted]
Moorefield Park Drive, Suite
Richmond,
Virginia
[redacted]
Complaint ID [redacted]
Thank
you for forwarding the complaint dated June 5, regarding the Vehicle
purchased from the CarMax store located in [redacted] ("CarMax") on or
about May 23, 2015. Mr[redacted] requested
that CarMax allow him to exchange his Vehicle for a previously extended loaner
vehicle at no additional cost to him
CarMax's records indicate that Mr[redacted] sold the Vehicle back to
CarMax on or about June 5, 2015. Should
Mr[redacted] wish to purchase the loaner vehicle, he may do so at the listed
price
CarMax
appreciates the opportunity to respond to this complaint
Please
contact me at [redacted] extension [redacted] with any questions you may have
Sincerely,
[redacted]

October 23,
[redacted]
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
[redacted]
Thank
you for forwarding the complaint received in your office from Mr[redacted] regarding
the sale of a Nissan Altima (VIN: 1N4AL2AP9CC182793, "the trade")
In his
complaint, Mr[redacted] requested that CarMax forgive an underpayment on the payoff
quote for the trade with his lender, [redacted] When this transaction was
initiated, CarMax was unable to obtain a specific payoff quote on the trade due
to the transaction occurring outside of business hours for [redacted]At that
time, CarMax utilized an estimated payoff amount of $14,
On
August 12th, 2015, CarMax verified the actual payoff amount of
$14,953.09; a difference of $from the original estimated quoteOnce a return
of the extended service plan of the trade was processed, a balance of $remained
on the accountPer the paperwork provided to Mr[redacted] at the time of this
transaction, this would be his responsibility
CarMax
informed Mr[redacted] of this via the paperwork completed during the
transactionAdditionally, the CarMax Recovery department has contacted Mr
[redacted] informing him of this matterIf Mr[redacted] has any further
questions, he may contact CarMax Recovery at [redacted]
Sincerely,
[redacted]

July 27,
[redacted]
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
[redacted]
[redacted]
[redacted]
Thank
you for forwarding the complaint received in your office from Mr[redacted] regarding
his purchase of the Vehicle from CarMax of Newark, DE ("CarMax") on June 28th,
In his complaint, Mr[redacted] referenced concerns with options listed on the Vehicle at the time of purchase
Mr[redacted] requested a full refund of expenses since his purchase
CarMax extended an offer
to Mr[redacted] related to his requested settlement prior to this complaint being
filedMr[redacted] accepted this offer on approximately July 17th,
CarMax will not be extending any further offer or settlement at this
time
Thank you for providing
CarMax the opportunity to respond to this matterIf Mr[redacted] has any further
questions he may contact me directly at [redacted]
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

April 6, 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 March 21, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about March 26,
In the complaint, Ms[redacted] describes
her concerns regarding the Vehicle's history and receiving information from
CarMax regarding a reported accident that the Vehicle was involved in prior to
her taking possession at the date of saleMs[redacted] requests that CarMax offer
her a refund settlement of $[redacted], an amount she states is the difference
between the Vehicle's trade in value and what she expresses the Vehicle's value
to be
Documentation from Ms[redacted] purchase of the Vehicle includes an AutoCheck Vehicle History ReportThis
report was presented to Ms[redacted] on March 23, 2015, during the sales process,
and indicates an accident reported to AutoCheck for the Vehicle, listed as having
taken place on March 1,
CarMax's received an email from Ms
[redacted] on February 28, 2017, regarding her concernCarMax contacted Ms[redacted] and her husband this week by phone and email, and offered to email a copy of
the AutoCheck Vehicle History Report that was provided during the sales
processCarMax's Customer Relations department talked with Ms[redacted] by phone
on or about March 6, to ensure that she had received a copy of the
paperwork, as requestedMs[redacted] called the Customer Relations department on
or about March 13, 2017, stating that she had not yet received the documentA
Sales Manager at the CarMax location then confirmed that this information had previously
been sent to Ms[redacted] at the email address she providedAdditionally, CarMax
has sent emails to Ms[redacted] throughout the month of March, 2017, messages that
included an additional digital copy of the AutoCheck Vehicle History Report
provided for her during the sales process
While CarMax will not be participating
in the settlement requested by Ms[redacted], she is encouraged to contact CarMax
[redacted] at [redacted] for any unaddressed questions that she has regarding
the Vehicle
CarMax 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

April 5, 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 March 21, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about October 29,
In the complaint, Mr[redacted] shares
concerns regarding vibration with the Vehicle, a scraped undercarriage, and
repair to the front and rear bumpersHe also shares his frustration with the
written appraisal offer that CarMax extended for the VehicleMr[redacted] requests
that CarMax apologize and repurchase the Vehicle from him and return to him all
payments, including but not limited to his down payment, monthly payments, and
his insurance for the VehicleAs an alternative settlement option, he requests
that CarMax exchange the Vehicle and allow him to have an independent
inspection completed on the replacement vehicle that he selects
CarMax's records indicate that the
Vehicle arrived at CarMax [redacted] on or about November 9, 2016, for
concerns with a headlight and the Vehicle's wheelsCarMax addressed the
headlight concern and completed repairs and a rebalance to the wheelsMr[redacted] contacted CarMax on or about January 6, 2017, stating that he had again noticed
vibration with the Vehicle when driving, and expressed concern with the
Vehicle's brakes. An appointment was set
for Mr[redacted] on or about January 18, 2017, and was then rescheduled for
February 10, 2017, the date that the Vehicle arrived to serviceDuring this
appointment, CarMax was unable to duplicate the vibration concern and
recommended replacement of the Vehicle's rear brake pads and brake pad sensor
to Mr[redacted], which he declinedMr[redacted] then contacted the CarMax Customer
Relations department this same day, speaking with an Analyst regarding the
Vehicle
During partnership between the
Customer Relations Analyst and CarMax [redacted], Mr[redacted] shared his
request to work with a local [redacted] service center for the vibration concernThe
Service Manager offered him the option to have the [redacted] dealership with which
CarMax has a business relationship direct bill CarMax up to $for related
diagnostic testingMr[redacted] also received the option to work with another [redacted]
service center, having CarMax reimburse him for up to $of diagnostic
testing chargesIt was shared with Mr[redacted] that CarMax would then review the
diagnosis from [redacted], looking into any additional options of assistance regarding
repairs to the VehicleAdditionally, Mr[redacted] was provided the option to have
CarMax complete the recommended brake repairs on the Vehicle at a reduced rate
Mr[redacted] declined CarMax's offer to complete brake repairs at a reduced rate
and shared that he would consider the option to visit a [redacted] service center for
vibration diagnosis
Mr[redacted] spoke with the Service
Manager again on or about February 20, 2017, stating that he planned to visit a
[redacted] service center soon for the vibration diagnosisThe Service Manager talked
with Mr[redacted] again on or about March 2, 2017, allowing Mr[redacted] to discuss his
recent visit to the [redacted] service centerMr[redacted] stated that he felt that while
[redacted] could not confirm it, the Vehicle had been involved in an accident before
that date of purchase[redacted] advised that the Vehicle's right front wheel was
bent and the tire had a bubble, which CarMax's Service Manager offered to
replace for himCompany records indicate that Mr[redacted] requested that CarMax
buy back the Vehicle and the Service Manager presented him the option to obtain
a written appraisal offerMr[redacted] declined CarMax's offer to complete an
appraisal on the Vehicle, as well as the option to address his wheel and tire
concern
Following this conversation, Mr[redacted] spoke with a manager in CarMax's Customer Relations department on or about
March 3, 2017, regarding his request to have CarMax purchase the Vehicle back outside
of his 5-Day Money Back Guarantee periodMr[redacted] received a written appraisal
offer on or about March 9, 2017, and elected to maintain ownership of the
VehicleMr[redacted] talked with multiple managers at CarMax [redacted] throughout
the month of March 2017, and also spoke with the Director of CarMax's Customer
Relations department on or about March 28, During these conversations,
CarMax continued to present the option to work on the Vehicle's wheel and tire
for Mr[redacted], or assist by purchasing the Vehicle through the appraisal
process, offers that Mr[redacted] continued to decline
CarMax's records indicate that Mr
[redacted] again spoke with the Service Manager on or about March 3, 2017, authorizing
CarMax to move forward with repairs to the Vehicles wheel and tireMr[redacted] has an appointment scheduled for March 10, 2017, during which CarMax will be
addressing the issue with the right front wheel and replacing both of the front
tires to assist with even tire wearThese repairs will be completed to no cost
to Mr[redacted]As an additional gesture of goodwill, CarMax will be providing an
upgraded loaner vehicle for Mr[redacted] during the repair process
While CarMax will not be participating
in the settlement requested by Mr[redacted], we look forward to assisting with
repairs to the Vehicle at Mr[redacted] upcoming service appointmentMr[redacted] also has the option to visit CarMax for an additional written appraisal offer
on the Vehicle at any point during his ownership, which will be valid for
days at any CarMax location
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

August 26,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
12.0pt">Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive
Suite Richmond, VA
RE: Consumer
Complaint of [redacted]
Dear Sir/Madam:
Thank you for sharing Ms[redacted] complaint and providing us with the opportunity to respond. [redacted] alleges that we submitted over
unauthorized credit applications on her behalf.
Further, [redacted] alleges that each resulting inquiry on her credit file
reduced her credit score by points. [redacted] accordingly demands that we contact the credit reporting agencies to request
the removal of these unauthorized inquiries.
[redacted] complaint is without
merit based on her extensive transactional history with us. On July 10, 2016, [redacted] visited our Los
Angeles, California store to request an appraisal of her [redacted] and applied for credit on a [redacted] individually and then
jointly with [redacted]. Despite a
credit approval, [redacted] did not purchase the Terrain.
[redacted] returned to our Los
Angeles store on July 12th, and visited our Torrance, California
store on July 12th, July 13th, July 16th and
July 17th. Over the course of
these visits, [redacted] test drove a [redacted] and a [redacted], applying for credit on
each of these vehicles, going back and forth between an individual application
and a joint application with [redacted].
Each of [redacted] (and not 20+) applications was authorized.
Prior to submitting each application, and as it does for every
applicant, our Dealer Affiliate presented [redacted] with an opportunity to
review and agree to its Credit Application Terms and Conditions ("Consent
Form"). Among other things, the Consent
Form authorizes our Dealer Affiliate and its finance sources to "use your credit
reports and verify your application information." [redacted] agreed to and signed a Consent Form
for each application. ([redacted]
Consent Forms are attached.)
Lastly, with respect to [redacted] assertion
that her credit score dropped points for each inquiry because of her credit
applications, this is inconsistent with our understanding of how credit
reporting agencies treat such inquiriesWe encourage [redacted] to review
Experian's FAQs which explain that multiple inquiries for the purchase of a
financial product (e.g., an auto loan) within a short period of time such as
days is treated as a single inquiry and have little to no negative impact to a
credit score. This is consistent with an
explanation provided by the Consumer Financial Protection Bureau ("CFPB"). Since M[redacted] applications were submitted
over the course of days, the resulting inquiries should have had little to no
impact to her credit score. (The
[redacted] FAQs and the CFPB explanation are attached.)
If [redacted] has any
further questions or concerns regarding our explanation, she is welcome to
contact me by phone at [redacted] or by email at [redacted]. Thank you for
bringing [redacted] complaint to our attention.
If you need any additional information, please do not hesitate to
contact me directly at the contact information provided above
Sincerely,
Brent A[redacted]
Operational Compliance
Manager
CarMax
[redacted]

May 17, 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 7, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about November 28,
In the complaint, Ms[redacted] expresses
frustration with the registration process following her purchase, which led to
her returning the VehicleMs[redacted]'s letter outlines discrepancies
regarding the reimbursement amount she was told she would receive from CarMax
for the Vehicle's down payment, as well as her monthly loan paymentsMs
[redacted] requests that CarMax issue her a refund of [redacted]
Business records indicate that CarMax
received an email from Ms[redacted] on or about May 2, 2017, regarding the above
noted concernsA CarMax Customer Relations Analyst responded to Ms[redacted] on
or about May 3, 2017, confirming that her email was receivedThe Analyst
emailed Ms[redacted] again later this same day, sharing that the [redacted] misplaced the title paperwork twice, which resulted in the title
issue and the need for the return of the VehicleIn the email, Ms[redacted] was
also informed that she would be receiving reimbursement for her down payment as
two checksThe first check (for $[redacted]) was mailed to Ms[redacted] on or about
April 26, 2017, while the second check (for $[redacted]) was scheduled to be mailed
to her on or about May 4, Email correspondence between Ms[redacted] and
the Customer Relations Analyst on or about May 5, 2017, explained that the
$[redacted] refund was for the cancellation of the Vehicle's MaxCare extended service
planAs Ms[redacted] elected to include the MaxCare extended service plan with
the financing for the Vehicle, this amount would be issued to her lienholder
CarMax maintained communication with
Ms[redacted] following this email exchange and confirmed that she would also be
receiving a reimbursement of [redacted] from her lienholder (for the payments she
made after purchase towards the loan for the Vehicle)Business records note
that the Location General Manager at CarMax [redacted] had left two voicemails for
Ms[redacted] prior to May 10, 2017, to assist with any questions that she had
regarding the reimbursementsThe Location General Manager spoke with Ms
[redacted] on or about May 15, 2017, who confirmed that she had received the
reimbursement for both her down payment, as well as her loan paymentsDuring
this call, it is noted that Ms[redacted] confirmed she understood the
cancellation of her MaxCare extended service plan and that the reimbursement
was to be issued directly to her lienholder
CarMax 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

June 30,
[redacted]
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
[redacted] ("the Vehicle")
Dear Mrs[redacted],
Thank
you for forwarding the complaint received in your office from Ms[redacted] regarding
her purchase of the Vehicle from CarMax of [redacted] ("CarMax") on September
28th,
In her complaint, Ms[redacted] referenced service concerns with the Vehicle and requested a refund of all the
money she invested since her purchase
CarMax addressed service
concerns on the Vehicle during multiple occasions since Ms[redacted] purchaseAll
of these concerns were covered under her extended service plan purchased at the
time of saleIn an effort of customer service, CarMax covered MsLurcero's $
deductible on four different occasionsMs[redacted] received alternate
transportation while the Vehicle was in for service each time
CarMax will continue to
address any service concerns that Ms[redacted] may have with the VehicleIn the
event that Ms[redacted] would like to sell the Vehicle, CarMax would be happy to
offer an appraisal
If
Ms[redacted] has any further questions on the Vehicle or her service concerns,
she may contact me directly at [redacted]
Thank
you kindly for providing CarMax the opportunity to respond to this matter
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

March 9,
"line-height:115%,sans-serif> [redacted]Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: [redacted]Complaint ID [redacted] Dear Mrs[redacted]: I am writing in response to your letter dated February 22, 2017,
wherein Mrs[redacted] references an experience that she had with the CarMax store
located in [redacted] ("CarMax"). In
the complaint, she states that although she informed CarMax that she was not
interested in completing a finance application with them, CarMax proceeded with
submitting an application in her name anyhow.
Therefore, Mrs[redacted] requests that CarMax remove the inquiries from
her credit report(s). CarMax's records indicate that Mrs[redacted] sent written
communication to their Customer Relations Department on or about February 3,
2017, later speaking with a member of their team by phone regarding this matter
on or about February 8, 2017. During this conversation, the Customer Relations associate advised
Mrs[redacted] that their records show that an online pre-qualification
application was submitted using the CarMax website [redacted]
on January 19, 2017, at 10:a.m. This
pre-qualification credit application required Mrs[redacted] to input her personal
and financial information into the online system and then click a button to
agree to the terms and conditions which includes the verbiage, "This is a CarMax credit application that will
result in inquiries on your credit report."
The Customer Relations associate then shared that CarMax's records also
specify that Mrs[redacted] later emailed CarMax of [redacted] at 10:a.m
(on the same day that the application was submitted), suggesting that she was
only browsing and not to proceed further.
By agreeing to the terms and conditions outlined in the
pre-qualification application, Mrs[redacted] approved CarMax and their in-house
lenders to review the credit application for potential finance decisions; which
was unable to be retracted after submission. After the above information was provided to Mrs[redacted], along
with the confirmation that CarMax would not remove the credit inquiries from
her report(s), Mrs[redacted] responded by thanking the Customer Relations associate
for investigating this matter further.
CarMax had not received any further communication from Mrs[redacted],
until the receipt of this complaint. Based on these details, CarMax declines Mrs[redacted]'s desired
settlement to remove the credit inquiries and invites her to contact me at
[redacted], ext[redacted] if she had any additional questions or concerns. CarMax appreciates the opportunity
to respond and considers this matter closed. Sincerely, Nekia W[redacted]
Analyst, Executive Response Team

January 23,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Re: Ms[redacted]
Complaint ID: [redacted]
Ford
Explorer (the "Vehicle"), VIN: [redacted]
Thank you for forwarding the complaint
dated January 17, 2018, regarding the Vehicle purchased from the CarMax store
located in Fort Lauderdale, Florida ("CarMax") on or about March 3,
In the complaint, Ms[redacted] states
that she discovered damage to the Vehicle at some time after purchase, and
expresses that this damage was present before she took ownershipMs[redacted] requests that CarMax allow her to return the Vehicle outside of the 5-Day
Money-Back Guarantee period, and also issue her a refund for her down payment
Business records indicate that Ms
[redacted] first mentioned her concerns regarding the above noted damage when she
visited CarMax [redacted] Road for an appraisal on or about January 17,
CarMax referenced the damage to the Vehicle's rear passenger quarter, as well
as the current mileage, on the written offer that was presented to Ms[redacted] during her visitWhile at CarMax, Ms[redacted] spoke with a Customer Relations
Analyst by phone, then talked with a Sales Manager in-personIt's noted that
Ms[redacted] had an opportunity to ask questions about her appraisal at that time
CarMax also expressed to Ms[redacted] that their records did not indicate the
referenced damage being present before she purchased the VehicleThe Sales
Manager let Ms[redacted] know that CarMax would be happy to help with any
questions about applying for financing to explore options to get into a
different vehicle, as she requested
CarMax [redacted] Road's Location General
Manager then talked with Ms[redacted] by phone on or about January 18,
During this call, the Location General Manager again let Ms[redacted] know that
business records did not indicate this damage being present before the date of
purchaseWhile CarMax will not be participating in Ms[redacted]'s requested
settlement, she is encouraged to call CarMax [redacted] Road at [redacted] should
she have any unaddressed questions about applying for financing for a different
vehicle
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed
Sincerely,
Kristina R[redacted]

April 3, 2017
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Re: Ms[redacted]
Complaint ID: [redacted]
(the "Vehicle"), VIN: [redacted]
Thank you for forwarding the complaint
dated March 17, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about March 1,
In the complaint, Ms[redacted] describes
concerns with the Vehicle's steering control and acceleration during operation,
as well as CarMax's difficulty diagnosing these issuesMs[redacted] requests
that CarMax offer her a MaxCare extended service plan for the Vehicle free of
charge or take return of the Vehicle and replace it with an identical option for
her, ensuring that the replacement vehicle has no mechanical or cosmetic
concerns
Records indicate that Ms[redacted]
contacted CarMax on or about March 6, 2017, regarding the following concerns
with the Vehicle: rough shifting with the transmission, vibration when driving,
and back-firing during operation, as well as questions about the timing belt
CarMax's documentation for the Vehicle lists that a service appointment was set
for the following morning for Ms[redacted]Later this same day, Ms[redacted]
contacted CarMax's Customer Relations department, speaking with an Analyst
about the Vehicle stopping while she was driving it, as well as her
conversation with the CarMax service associate
The Vehicle arrived at CarMax on or
about March 7, 2016, and the service center completed diagnostic testing related
to Ms[redacted] concernsThe CarMax service center was unable to duplicate
rough transmission shifting, vehicle vibration, or exhaust noises with the
Vehicle during this appointmentAdditionally, CarMax shared with Ms[redacted]
that the Vehicle had a timing chain, not a timing beltAs a result of these
findings, CarMax did not complete any repairs to the Vehicle
A Sales Manager spoke with Ms[redacted]
on or about March 7, to discuss other vehicles that she had expressed
interest inDuring this conversation, it's noted that Ms[redacted] requested
that CarMax provide a MaxCare extended service plan for the Vehicle, free of
chargeThe Sales Manager spoke with Ms[redacted] again on or about March 8,
2017, to share the option to extend her 5-Day Money Back Guarantee until March
10, 2017, or to allow CarMax the opportunity to work through her mechanical
concerns, should she elect to maintain ownership of the Vehicle
CarMax's records indicate that Ms
[redacted] told the Sales Manager that she wished to keep the Vehicle on or about
March 10, 2017, declining the extended return option, as previously presented
to herShe stated that she would be taking the Vehicle to a dealer service
center for additional diagnostic testing, as there was a possibility that some
repairs could be covered under the manufacturer's powertrain warranty
A member of CarMax's service
department contacted Ms[redacted] on or about April 3, 2017, to learn more about
the dealer service center's diagnostic testing results for the VehicleAfter
being unable to reach Ms[redacted] directly, the associate left a voicemail for
Ms[redacted], requesting that she return the call at her earliest convenience
While CarMax will not be participating
in the requested settlement as outlined in the content of Ms[redacted] letter,
she is encouraged to contact the CarMax service center at [redacted] option
*CarMax would appreciate the opportunity to discuss the diagnosis completed
at the [redacted] service center with Ms[redacted] and assist with any outstanding
questions that she has regarding the Vehicle
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

April 3, 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 March
21, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] ("CarMax") on or about October 26,
In the complaint, Mrs[redacted] describes
multiple visits to service centers for repairs to the Vehicle, most recently
for concerns related to a coolant issueShe also expresses frustration with
the MaxCare extended service plan that she purchased for the VehicleShe
requests that CarMax cover the expense for her recent repairs and refund the
full amount for her MaxCare extended service plan
CarMax addressed the following concerns at no
charge to Mrs[redacted] at two service appointments within the Vehicle's Limited
Warranty Period: replacement of the air filter, the cabin filter, the rear
brake pads and rotors, as well as the front wiper bladesCarMax was unable to
duplicate the shaking concerns that Mrs[redacted] had described during this
period and recommended that she visit a [redacted] service center for a power door lock
concern, as well as a knocking noise that Mrs[redacted] was experiencing during
operation of the VehicleThe Vehicle then returned to CarMax on or about
September 1, 2016, at which time CarMax determined that the front brake pads
and rotors needed replacement, completing these repairs at no cost to Mrs
[redacted]The third brake light assembly was repaired at this appointment under
Mrs[redacted] MaxCare extended service plan, for which she paid her plan deductible
The Vehicle was in for service next on
or about October 26, 2016, when CarMax completed a state safety inspection and assisted
with replacement of the lug nutsMrs[redacted] was responsible of the cost for
these maintenance repairs
Mrs[redacted] brought the Vehicle to service
for an appointment on or about December 22, 2016, for an illuminated check
engine light and a plastic smell she stated she noticed while using the
Vehicle's air conditioning and heating systemCarMax was unable to duplicate
the plastic smell while the Vehicle was in for serviceThe Vehicle's coolant
bypass valve was replaced during this appointment and related repairs were
completed under Mrs[redacted] MaxCare extended service planThe Vehicle
returned to CarMax on or about January 16, 2017, as the check engine light was
again illuminated and Mrs[redacted] stated that she had noticed the smell return
when using the heating systemCarMax pulled a related code and recommended
having a local [redacted] service center complete additional diagnostic testing and
repairsThe [redacted] service center was unable to duplicate the smell while in
possession of the VehicleThe most recent appointment that CarMax has record
of took place on or about February 9, 2016, when CarMax authorized a $
diagnostic test at an independent repair shopThe diagnostic testing revealed
a code for the Vehicle's temperature gauge
Starting on or about October 21, 2017, members
of CarMax's Customer Relations team have been in contact with Mrs[redacted] over
the phone and on [redacted]CarMax has worked with Mrs[redacted] to address her
mechanical concerns and also spoke with her about the option to visit for an
appraisal, as she stated she was unhappy with the VehicleCarMax's records
indicate that Mrs[redacted] received a written appraisal offer on or about
December 29, 2016, and elected to maintain ownership of the VehicleCarMax
recently received an email from Mrs[redacted] on or about March 6, 2017,
regarding her taking the Vehicle to a local service center for the check engine
lightShe told CarMax on or about March 14, 2017, that the service center had
diagnosed the Vehicle as needing a hose replacement, a repair that was not
covered under the terms of her MaxCare extended service planThe invoice that
CarMax received from the service center states that four hoses were replaced on
the Vehicle, and the document did not mention a check engine light concern
Based on the information included on the invoice for the Vehicle, CarMax
determined that these repairs were related to maintenance and let Mrs[redacted]
know that there would be no assistance with the repair expense that she had
authorized
CarMax spoke with Mrs[redacted] on [redacted] on
or about March 21, 2017, for questions regarding cancelling her MaxCare
extended service planMrs[redacted] was encouraged to contact the Business
Office at CarMax [redacted], to allow an associate to speak with her
regarding the cancellation processAfter receiving an email from Mrs[redacted]
on or about April 3, 2017, CarMax again confirmed for Mrs[redacted] that there would
be no assistance with her recent expenses for Vehicle maintenance
While CarMax will not be participating in the
settlement requested by Mrs[redacted], we will be happy to assist with
processing the cancellation of her MaxCare extended service planAs Mrs
[redacted] elected to include the MaxCare extended service plan in the financing
for the Vehicle, a prorated refund based on the coverage remaining would be
applied to the principle balance for the loanMrs[redacted] is encouraged to
contact CarMax [redacted] at [redacted] for any questions that she has
regarding this.
CarMax 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 haveSincerely,
Kristina R[redacted]
Analyst, Executive Response Team

Dear Mrs[redacted]:
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal;tab-stops:171.85pt">Thank you for forwarding the complaint
dated July 18, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about October 22,
In the complaint, Ms[redacted] describes
shaking concerns with the Vehicle as well as the cost of tire replacementMs
[redacted] requests that CarMax repair the Vehicle to address the shaking and
reimburse her for the cost of the Vehicle's tires
Records indicate that Ms[redacted] previously
submitted a letter to the Revdex.com on or about January 1, 2017,
which included her request for CarMax to assist with the replacement of the
Vehicle's tires and batteryCarMax responded to the Revdex.com on
or about January 18, 2017, stating that they would replace the Vehicle's battery
and confirmed that they would not be participating in assistance with the
tiresMs[redacted] then visited the service center on or about March 8, 2017, at
which time CarMax replaced the Vehicle's battery at no cost to her
CarMax received an email from Ms
[redacted] on or about July 18, 2017, regarding the concerns as outlined in her
most recent Revdex.com letterA Customer Relations Analyst
established communication with Ms[redacted] by phone the following dayContact
between Ms[redacted], the Analyst, and CarMax [redacted] Service Manager
continued until the Vehicle arrived to the service center for a scheduled
appointment on or about July 28, Ms[redacted] and a service associate took
the Vehicle on an extended test drive to duplicate the vibration concern, then
CarMax completed rotor repairs, as well as a tire re-balanceThe diagnostic
testing and repairs were completed at no cost to Ms[redacted]At the conclusion
of the repairs, Ms[redacted] went on another test drive, confirming that she no
longer felt vibration while driving the Vehicle
CarMax 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,
K[redacted]
Analyst, Executive Response Team

October 12, 2015 Revdex.com
Serving Central Virginia, Inc
Moorefield Park DriveSuite 300Richmond,
VA 23236 RE:
",sans-serif>? Consumer Compliant of [redacted] (Pires) Dear
Sir/Madam: Thank you
for sharing the complaint submitted by [redacted] and providing us with the
opportunity to respond. Ms[redacted] is
disputing the credit information we are furnishing on her credit file regarding
our tradeline. As a result of this
dispute, Ms[redacted] is requesting that we validate our tradeline information and
prove to her that we provided her with all the required repossession-related
notices After a careful review of our account
records, we do not find any merit in Ms[redacted] complaint. Below we explain why.Validation
of Tradeline InformationAfter
receipt of Ms[redacted] complaint, we completed a thorough investigation of the credit
information we are furnishing on Ms[redacted] credit file. We concluded after this review that the
information we are furnishing is accurate and complete. [redacted] is a copy of a system generated
payment history, which substantiates the accuracy of the credit information we
are furnishing related to Ms[redacted] account and specifically her payment
history. We, therefore, cannot remove
the negative credit information Ms[redacted] is disputing. We have, however, updated our reporting to
reflect Ms[redacted] dispute.Repossession NoticesMs[redacted] indicates in her complaint that we cannot collect on the deficiency balance on
her account unless we can establish that (prior to repossessing her vehicle) we
provided her with the required time frame to cure the delinquency on her
account and that we provided her with the required repossession notices. First, Ms[redacted] contract (copy enclosed) is
governed by the law of the state of North Carolina and there is no
pre-repossession notice required.
Second, our records reflect that we provided Ms[redacted] with optional default
notices, which informed her that her account was delinquent and that we would
repossess her vehicle if she did not resolve the delinquency Finally, subsequent to our repossession of Ms
[redacted] vehicle, we provided her with a sale notice and then an explanation of
how we applied the sale proceeds to her account resulting in the deficiency
balance she now owes. A copy of all but
of the notices referenced is attached in response to Ms[redacted] request. As you will see, all the
notices were mailed to the same address Ms[redacted] provides in her
complaint. Thank
you, again, for bringing this complaint to our attention and for the
opportunity to provide this explanation.
If
you have any questions or you need additional information, please do not
hesitate to contact me directly at [redacted],
extension [redacted].Sincerely,[redacted]ParalegalCarMax Auto FinanceEnclosurescc: [redacted]

June 23, 2016
Revdex.com Serving Central Virginia, Inc
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
12.0pt">Moorefield Park Drive
Suite Richmond, VA
RE: [redacted] Complaint
Complaint
ID: [redacted]
Dear Sir/Madam:
Thank you for sharing Mr[redacted]'s complaint and
providing us with the opportunity to respond.
Mr[redacted] alleges that we submitted
a credit application without his consent, resulting in an inquiry on his credit
file. Mr[redacted] accordingly demands
that we remove this inquiry and educate our associates on properly obtaining consent. Based on a review of our records and a
recollection of events provided by the associate identified in Mr[redacted]
complaint, it is our conclusion that Mr[redacted] allegations are without
merit
Our Dealer Affiliate's records reflect that,
on June 2, 2016, Mr[redacted] first visited our Dealer Affiliate's store in Naples,
Florida. On this visit, Mr[redacted] requested and received an appraisal of his [redacted] Subsequently, on June 6th, Mr[redacted] contacted the Naples store and arranged for the transfer of a [redacted] (the "Vehicle") from another store. Once it arrived, Mr[redacted]
returned on June 8th to test drive it
Even though Mr[redacted] was interested in
purchasing the Vehicle using a pre-approval with Capital
One, our associate nevertheless recommend that Mr[redacted] apply for credit with
us in case he received a more competitive offer. Mr[redacted] agreed to do so and this is
confirmed by our records. Specifically,
Mr[redacted] (1) voluntarily provided us with
a substantial amount of personal information necessary for a credit application
– e.g., name, address (and length of time at residence), phone number, date of
birth, social security number, current employer (and employer contact
information) and income; and (2) reviewed and agreed to our Credit Application
Terms and Conditions ("Consent Form").
Under the Consent Form, Mr[redacted] authorized us and our finance sources
to "use your credit reports and verify your application information."
We accordingly decline
Mr[redacted] request to remove any inquiry resulting from his credit
application. Additionally, we have
instituted substantial training and procedures to ensure our associates only
submit credit applications with customer consent and, based on our review, our
associate adhered to them with respect to MrBarile.
If Mr[redacted] has any further questions or concerns regarding our
explanation, he is welcome to contact me by phone at [redacted], Ext[redacted] or
by email at [redacted]Thank you for bringing Mr[redacted] complaint to our attention. If you need
any additional information, please do not hesitate to contact me directly at
the contact information provided above
Sincerely,
Myron M[redacted]
CarMax
cc: [redacted]

March 1, Re: [redacted]
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
200%">Complaint ID: [redacted]
[redacted] (the "Vehicle"),
VIN: [redacted]
Thank you for forwarding the complaint dated February 15, 2017, regarding
the Vehicle purchased from the CarMax store located in [redacted] ("CarMax")
on or about January 27, In the complaint, Mr[redacted] states that he has been having
electrical issues with the Vehicle since purchase, thus having to bring it in
for repairs five times within his year of ownershipDue to this, Mr[redacted] requests that CarMax sell him another vehicle under his original financing
termsEvery CarMax vehicle comes with a 5-Day Money Back Guarantee and
30-Day Limited WarrantyIn addition to this, CarMax offers a 6-Month or
6,000-mile warranty on repairs previously diagnosed by themCarMax also
provides customers the option to purchase a MaxCare extended service plan at
the time of sale; which Mr[redacted] elected to participate in (carrying a $[redacted] deductible if the Vehicle is brought to CarMax) CarMax's records indicate that Mr[redacted] did
not bring the Vehicle to them within their 30-Day Limited Warranty to pursue repairs
under these terms, nor did he bring the Vehicle into them for service under his
selected MaxCare extended service planTherefore, CarMax cannot offer an
exchange of the vehicle, but CarMax's Service Manager is currently in
communication with Mr[redacted] to explore the option of getting into another
carOnce CarMax and Mr[redacted] has the opportunity to find a vehicle of
interest, CarMax is willing to submit a finance application to their financial
institutions to determine available ratesCarMax 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

June 7, 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 19, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted], North Carolina ("CarMax") on or about August 20,
In the complaint, Miss [redacted]
describes concerns with the mechanical quality of the vehicle and frustration
with prior diagnostic testing on the VehicleMiss [redacted] requests that CarMax
assist with the cost of repair to address the Vehicle's current mechanical
issues
Company records indicate that CarMax addressed
concerns with the Vehicle's ignition lock cylinder and transaxle mount for Miss
[redacted] during her appointment on or about August 24, During this visit,
the Vehicle did not present any fault codes related to Miss [redacted]'s
acceleration concern and service associates were unable to duplicate the issue
while test driving the VehicleThe Vehicle returned to CarMax on or about
September 17, 2012, when CarMax sealed the rear hatch lightDuring this
appointment, CarMax was unable to duplicate Miss [redacted]'s concerns related to
the air conditioning system noise and sluggishness upon acceleration,
determining that those systems were operating as designedThe Vehicle was
brought to CarMax again for replacement of the rear wiper motor and mount on or
about September 20, All of these repairs were completed at no cost to
Miss [redacted] within the Vehicle's Limited Warranty period
Miss [redacted] brought the Vehicle back
to CarMax on or about December 22, 2015, when CarMax replaced the front engine
mount and the air conditioning compressor under the terms of Miss [redacted]'s
MaxCare extended service planCarMax looked into Miss [redacted]'s acceleration
concern again during this appointment, determining that the Vehicle was
accelerating as intended at that timeThe Vehicle returned to CarMax on or
about March 1, 2016, for what Miss [redacted] described as a whining noiseCarMax
determined at that time that the Vehicle's air conditioning compressor needed
replacement and assisted by covering this under warranty for Miss [redacted]
The next appointment that Miss [redacted]
visited the CarMax service center for took place on or about May 11, 2017, to
determine what was causing a squealing noise with the VehicleCarMax assisted
by completing diagnostic testing at no cost for Miss [redacted] and shared that due
to internal transmission failure, the transmission would need to be replacedAt
this appointment, the Vehicle was over [redacted] miles beyond the odometer limit
for the MaxCare extended service plan terms that Miss [redacted] selected at the
time of sale, and the necessary repair did not fall under CarMax's
month/6,000-mile mechanical repair warranty coverageCarMax then presented
Miss [redacted] with multiple options regarding pricing reductions (of up to $[redacted])
for the transmission replacementMiss [redacted] was in communication with CarMax
Charlotte's Service Manager and Operations Manager, as well as multiple members
of CarMax's Customer Relations department around this time and it is noted that
she declined to proceed with Vehicle repairs
While CarMax will not be participating
in Miss [redacted]'s requested settlement, she is encouraged to speak with CarMax
regarding any additional questions that she has regarding the previously
presented offerAdditionally, business records indicate that Miss [redacted] elected to
purchase another vehicle at CarMax Gastonia on or about June 6,
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

March 28, 2017
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">
Re: Mrs[redacted]
Complaint ID: [redacted]
[redacted] (the "Vehicle"), VIN: [redacted] Thank you for
forwarding the complaint dated March 12, 2017, regarding the Vehicle purchased
from the CarMax store located in [redacted] ("CarMax") on or about
December 16,
In the complaint,
Mrs[redacted] expresses concern with the history of the Vehicle, stating that
the local Infiniti dealer service center informed her that the Vehicle had
potentially been in an accidentShe also states that issues with the Vehicle's
tires, driving alignment, an illuminated airbag indicator light, and the
cosmetic quality of the Vehicle have caused frustration for herShe requests
that CarMax buy the Vehicle back from her for the amount that she paid at the
time of purchase
Service records
indicate that CarMax worked with Mrs[redacted] and the local Infiniti dealer
service center for repairs with the Vehicle's shift lock cover, passenger side
pillar upper, and the driver rear door body seal, with documentation of appointment
check-in's scheduled for the following dates: December 26, January 9, and
January After the completion of the last repair by the Infiniti dealer
service center on or about January 16, 2016, the Vehicle returned to the CarMax
service center for cosmetic and detail workThe Vehicle again returned to the
CarMax service center on or about March 8, 2016, at which time two of the
Vehicle's tires were replaced and an alignment was performedThese repairs
were completed at no cost to Mrs[redacted]
Company records
indicate that CarMax competed a written appraisal offer for the Vehicle on or
about March 10, Following this offer being extended, Mrs[redacted] spoke
with a Customer Relations Analyst by phone regarding the above listed concerns
and shared her frustration with her written appraisal offer for the VehicleIt
is noted that information about CarMax's processes for sharing vehicle history
information with customers was discussed during this call
For more
background, the CarMax sales process includes reviewing a free [redacted]
Vehicle History Report with every purchaseIf the [redacted] vehicle history
report indicates any accident history on the vehicle, our process includes
sharing that information with the customer prior to the final point of saleWe
train our sales consultants to share that while [redacted] is a helpful resource,
every accident may not be reported in an [redacted] report and CarMax does not
guarantee an accident-free vehicleCarMax does, however, guarantee that
vehicles are free of flood damage, frame damage or salvage history, or CarMax will
buy it backCarMax does not control information reported to vehicle history
agencies or displayed on the reports populated by those agenciesAn [redacted] vehicle
history report processed for the Vehicle (on March 28, 2017) does not list any
reported accidents, nor does it indicate any salvage history, frame damage, or
flood damage
Following Mrs
[redacted]'s conversations with the Customer Relations Analyst and managers at the
[redacted] location, CarMax completed an additional appraisal on the Vehicle on or
about March 13, Mrs[redacted] elected to sell the Vehicle to CarMax this
same date for the amount listed on her written offer, $35,
CarMax
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 haveSincerely,
Kristina R[redacted]
Analyst, Executive
Response Team