Bastian Roofing, Inc.

Dear [redacted]:
Thank you for forwarding the complaint
dated [redacted], regarding the Vehicle purchased from the CarMax store
located in Spokane Valley, Washington ("CarMax") on or about [redacted]
In the complaint, [redacted]
outlines her concerns with multiple service visits, as well as the reporting of
Vehicle history events [redacted]
states that an accident showing on one history report has impacted the tra
value of the VehicleShe states that her family sold it to another dealership
for [redacted] and requests that CarMax provide her with [redacted], the difference between
the traamount and the Vehicle loan balance
Business records indicate that [redacted] and her son received a copy of the [redacted] Vehicle History Report prior
to purchase, as part of CarMax's sales processThis was generated on or about
[redacted], and did not indicate any reported accidentsAfter the date
of sale, the Vehicle returned to CarMax for service appointments on or about
the following dates in [redacted]During these appointments, CarMax diagnosed and repaired
components determined to be causing the illuminated check engine light, and also
sublet the Vehicle to a [redacted] service center, when appropriateThese repairs
were completed at no cost to [redacted]'s son
[redacted] contacted CarMax's
Customer Relations department by phone on or about [redacted], at which time
she expressed her frustration with the return service appointments, as well as
the accident history concern, as reported on the [redacted] Vehicle History Report
Following this call, CarMax Spokane's Operations Manager and Location General
Manager both spoke with [redacted]It was discussed with [redacted] that
CarMax's sales process includes reviewing a free [redacted] Vehicle History
Report prior to the final point of saleAdditionally, while [redacted] is a
helpful resource, every accident may not be reported in an [redacted] report and
CarMax cannot guarantee an accident-free vehicleCarMax stands behind every
vehicle sold by guaranteeing that they do not have flood damage, frame damage
or salvage history, or CarMax will buy it backAn [redacted] Vehicle History
Report generated on August 1, 2017, lists no reported accidentsA [redacted]
Vehicle History Report generated on [redacted], lists one accident, reported
as [redacted]
Business records note that the Location
General Manager spoke with [redacted] on or about [redacted], presenting
her with options to visit CarMax for a written appraisal offer on the Vehicle,
or to have CarMax to continue addressing the mechanical concerns, both of which
[redacted] declinedPer [redacted]'s Revdex.com letter, she
then elected to trade the Vehicle to another dealership for the amount they offered
While CarMax will not be participating in the requested settlement, [redacted] may contact CarMax Spokane at [redacted] for any unaddressed
questions that she has
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed
Please contact me at [redacted], with any questions you may have
Sincerely,
[redacted]

October 5,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
200%;tab-stops:center 3.25in">[redacted],
Operations [redacted]
Re: Ms[redacted]
Complaint ID: [redacted] (the "Vehicle"),
VIN: [redacted]
Dear Ms[redacted]:
Thank you for forwarding the complaint dated October 3, regarding
the Vehicle purchased from the CarMax store located in [redacted], ** ("CarMax") on
or about November 18,
In the complaint, Ms[redacted] states that CarMax failed to
disclose that the Vehicle had been involved in an accident prior to purchase,
and is therefore requesting that CarMax buy back the Vehicle in full
CarMax shared the Vehicle's [redacted] Vehicle History Report with Ms
[redacted] at the time of sale, which reported that the Vehicle had not been in
any previous accidentsCarMax uses [redacted] because it is the industry
standard for transacting among dealerThis vehicle history source includes
condition announcement data from the nation's largest auction houses, as well
as vehicle information from all states and the [redacted]While this gives CarMax and other reputable dealers confidence in
[redacted], as specified on the report itself, not all accidents or issues are
reported to [redacted]For this reason, CarMax cannot guarantee the accuracy of
the information provided in [redacted], and do not rely on [redacted] exclusively
to determine whether a vehicle meets CarMax's quality standards
Additionally, CarMax does not claim that it does not sell vehicles
that have been involved in accidentsHowever, CarMax does guarantee that, at
the time of sale, every retail vehicle has accurate mileage and is not and has
never been designated as salvage or flood on the vehicle's Certificate of Title
– or we'll buy it backCarMax also guarantees that the vehicles they sell do
not have frame damageAt the time Ms[redacted] purchased the Vehicle, it did
not have a title brand or frame damageTherefore, making it saleable by
CarMaxBased on the above information, CarMax will not be providing Ms
[redacted] with the resolution she seeksIf Ms[redacted] is still interested in selling
the Vehicle, she is welcome to bring it to her closest CarMax in order to have
it appraisedCarMax appreciates the opportunity to respond to this complaintPlease contact me at (800)519-1511, extension [redacted],
with any questions you may haveSincerely,
Gabrielle P[redacted]
Analyst, Executive Response Team

Dear MrsJ[redacted] Via:
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Thank you for forwarding the complaint
dated July 7, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about July 28,
In the complaint, Mrand Mrs[redacted]
describe frustration with the mechanical quality of the Vehicle, noting
concerns with a shuttering or pulsating sensation when applying the Vehicle's
brakes, which they share has resulted in multiple return service visitsMr
and Mrs[redacted] request that CarMax address this concern and note in their
letter that they will only bring the Vehicle to a [redacted] service center for
any necessary repairs
Records indicate that the Vehicle
arrived to CarMax Laurel for diagnosis of a brake pulsation on or about August
15, 2016, when CarMax completed rotor resurfacingFollowing this appointment,
the Vehicle returned to CarMax for a shuddering concern on or about August 31,
2016, and was sublet to a local [redacted] service center for diagnostic testing
and repairsDuring the time that the Vehicle was at the [redacted] service
center, Mrs[redacted] spoke with members of CarMax's Customer Relations
department via [redacted] and over the phone, starting on or about September 2,
2016, when she expressed her concerns with a slipping sensation she had felt
while applying the Vehicle's brakesWhile the [redacted] service center was
unable to duplicate this concern during the appointment, it's noted that they
completed an update to the power-train control module and the Vehicle was
returned to Mrand Mrs[redacted] on or about September 7, Mrs[redacted]
sent a message to CarMax's Customer Relations department via [redacted] on or
about September 19, 2016, to share that the problem had returned and she would
be taking it back to the [redacted] service centerRecords indicate that Mrs
[redacted] did not share additional information following CarMax's response to her
[redacted] message this same date
Mrs[redacted] called CarMax's Customer
Relations department next on or about May 22, 2017, to share that the problem
had returned and the Vehicle was at the [redacted] service center, where she was
informed that she would need to pay $[redacted] for rotor replacementCarMax Laurel's
Service Manager spoke with Mrs[redacted] by phone briefly this same day, and it
is noted that she stated she would need to call back later to continue the
conversationRecords indicate that Mrs[redacted] called CarMax [redacted] Service
Manager the following day, stating that she had already authorized [redacted] to
complete the repairs and wanted CarMax to reimburse her for the expenseAs the
Vehicle was outside of both the 30-Day Limited Warranty period, as well as CarMax's
6-month/6,000-mile warranty for mechanical repairs, it was communicated to Mrs
[redacted] that CarMax would not be assisting with reimbursement for these
repairs
Based on the information provided by
Mrand Mrs. [redacted] in their RevDex.com complaint, the [redacted] service center has recently diagnosed a
transmission issue with the VehicleService records indicate that this concern
is unrelated to previous diagnostic testing results or repairs completed at
either CarMax or the [redacted] service centerAs [redacted] offers a year/60,000-mile
warranty for transmission components, it's CarMax's understanding that this
concern would fall under the manufacturer's Powertrain Limited Warranty
coverageMrand Mrs[redacted] are encouraged to contact the service department
at CarMax Laurel (301-604-8560, option 4), for any unaddressed questions about
the Vehicle's previous repair work or to further discuss [redacted]'s recent diagnosis
CarMax appreciates the opportunity to
respond to this complaint.
Please contact me at (800)519-1511,
extension [redacted], with any questions you may have
Sincerely,
Kristina R[redacted]
Analyst, Executive Response Team

April 21,
">Re: [redacted]Complaint ID: [redacted] (the
"Vehicle"), VIN: [redacted] Thank you for forwarding the complaint
dated April 5, regarding the Vehicle purchased from the CarMax store
located in [redacted], California ("CarMax") on or about April 1, 2017. In the complaint, [redacted]
describes concerns with the Vehicle's gas gauge and engine, as well as his
frustration regarding communication with the CarMax service center[redacted] requests that CarMax repair the Vehicle or allow him to get a
comparable vehicle option without any hard credit inquiries through the
financing process. Records indicate that [redacted] contacted CarMax on or about April 4, 2017, and CarMax was able get the
Vehicle in for an appointment this same dateCarMax contacted [redacted] on or about April 5, 2017, to share that they were working on
diagnostic testing and stated it was likely that the Vehicle would need to go
to a vendor specialist for additional testing and repairsDuring this
conversation, it's noted that [redacted] shared his interest in
looking into options for other similar vehicles, as he was unsure if he wanted
to maintain ownership of the VehicleOn this date, CarMax also provided a
loaner vehicle for [redacted] to ensure that he had transportation
while the Vehicle was in for serviceCarMax followed up with [redacted] on or about April 6, 2017, confirming that the Vehicle would be towed to
the vendorCarMax advised [redacted] that the Vehicle arrived to the
vendor on or about April 7, CarMax then again spoke with [redacted] on or about April 10, 2017, stating that the Vehicle's IDS connection
needed repairs to allow for additional diagnostic testing. [redacted] then visited
CarMax on or about April 11, 2017, to look into options for different vehicles
available within CarMax's inventoryUpon browsing, [redacted] decided
to maintain ownership of the Vehicle[redacted] received another
update from CarMax on or about April 12, 2017, letting him know that the vendor
would be repairing the Vehicle's [redacted] computer module, once the component arrived
[redacted] received additional progress updates from CarMax on or about
April 14, April 17, and April 18, CarMax informed [redacted] on
or about April 19, 2017, that the vendor confirmed that the Vehicle's
alternator also needed replacementRepairs to the Vehicle were completed as of
April 20, Upon returning to the service center, CarMax cleaned and
provided fuel for the Vehicle, then let [redacted] know that it was
ready for him to pick upService records indicate that [redacted]
collected the Vehicle from CarMax this same date As requested in [redacted]'s
letter, CarMax has addressed the mechanical concerns with the VehicleCarMax
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 3, 2017
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Re: [redacted]
Complaint ID: [redacted]
[redacted] (the
"Vehicle"), VIN: [redacted]
Thank you for forwarding the complaint
dated March 22, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about September 26,
In the complaint, Mr[redacted] describes
concerns with the Vehicle's radio and rear-view camera, which he states
appeared after recent repairs to the Vehicle's power steering hoseMr[redacted]
requests that the CarMax repair the Vehicle's radio and rear-view camera at no
cost to him
CarMax's records indicate that the
Vehicle arrived for service on or about March 13, During this
appointment, CarMax addressed a tire pressure monitoring system indicator light
concern for Mr[redacted] by clearing the related codes on the VehicleCarMax also
diagnosed a fluid leak concern with the Vehicle and replaced the power steering
pressure hose
Mr[redacted] called CarMax on or about
March 15, 2017, stating that the radio and rear-view camera screen had stopped
working after he picked up the VehicleWhile CarMax hadn't performed work on
the radio, rear-view camera, or screen components during the recent appointment
for the Vehicle, CarMax asked Mr[redacted] to bring the Vehicle back inService
records indicated that it was explained to Mr[redacted] that this would give CarMax an
opportunity to retrace steps for the power steering pressure hose repair and to
diagnose the radio, rear-view camera, and screen concernA vendor specializing
in electric repairs completed the diagnostic testing on or about March 20, 2107,
concluding that a blown fuse had resulted in the issueThis repair, as well as
the diagnostic testing, was completed at no cost to Mr[redacted]
CarMax received another call from Mr
[redacted] on or about March 21, 2017, stating that the Vehicle's radio and rear-view
camera had again stopped workingCarMax's Service Manager spoke with Mr[redacted]
and offered to complete additional diagnostic testing at no cost to Mr[redacted]It
was also shared with Mr[redacted] during this call that this may be an indication of
an electrical issue beyond the fuseThe Service Manager advised Mr[redacted] that
CarMax would be able to provide additional information after diagnosing the
concern and would provide him with the best possible prices for needed repairs,
as the Vehicle is beyond the mileage parameters for the MaxCare extended
service planMr[redacted] declined CarMax's offer at the time of this call
While CarMax will not be participating
in Mr[redacted]'s requested settlement, he is encouraged to contact the CarMax
service center at [redacted] option *, to further discuss diagnostic testing
for the Vehicle, should he elect to move forward with that offerCarMax will
be happy to provide Mr[redacted] with additional information about the recommended
repairs (including pricing details) after completing a diagnosis for 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

September 3,
[redacted]
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
[redacted] VIN: [redacted] ("the Vehicle")
Dear Mrs[redacted],
Thank
you for forwarding the complaint received in your office from Mr[redacted] regarding
his purchase of the Vehicle from CarMax of [redacted] ("CarMax") on April
18th, At the time of purchase, the Vehicle had 87,miles
registered on the odometer and was still under manufacturer warranty through
[redacted]
A
review of National Highway Traffic
and Safety Administration ("[redacted]") records indicate that there are no current
open recalls on the VehicleAt the time of purchase, a sales consultant provided
Mr[redacted] with the necessary information to address any future recalls that may
occur with the Vehicle
CarMax
took the Vehicle to a [redacted] dealership, Subtlety [redacted], to address Mr
[redacted]' concern with the dashboard on January 12th, If this
concern has returned, CarMax recommends that Mr[redacted] speak directly with
Subtlety [redacted] to address the concerns associated with the work performed
under [redacted] warranty
Additionally,
CarMax will take the Vehicle to the [redacted] dealership on Mr[redacted]' behalf
if he would prefer this optionIf Mr[redacted] would like to sell the Vehicle,
CarMax would be happy to complete an appraisal
In
the event Mr[redacted] has further questions, he may reach me directly at
[redacted] ext[redacted]
Sincerely,
[redacted]

"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">
Re: [redacted]
Complaint ID: [redacted]
Dear [redacted]:
Thank you for forwarding the complaint
dated [redacted], regarding the Vehicle purchased from the CarMax store
located in Merriam, Kansas ("CarMax") on or about [redacted]
In the complaint, [redacted] briefly describes
concerns with changes to her credit profile following the purchase of two
vehiclesShe expresses her frustration with service appointments impacting the
amount of time that she has been in possession of the Vehicle, as well as
challenges with duplicating her transmission concerns[redacted] requests that
CarMax repair the Vehicle
Business records indicate that the
Vehicle arrived to CarMax for a service appointment on or about [redacted] The
Vehicle was sublet to a [redacted] during this appointmentAfter
diagnosing an engine power concern for [redacted], the Vehicle's throttle body
assembly was replacedThe Vehicle returned to CarMax with an illuminated check
engine light on or about [redacted], and was sublet again to the [redacted]Replacement of the Vehicle's right rear oxygen sensor and the
transmission mount took place during this appointment[redacted] took the
Vehicle to CarMax next on or about [redacted], when an alignment was completed
While a concern related to the transmission was not duplicated while the
Vehicle was in for service, records indicated that the Ford service center
completed a module reprogramming during the appointment
[redacted] contacted CarMax's Customer
Relations department by phone on or about [redacted], regarding the above
referenced concerns[redacted] visited CarMax on or about [redacted], at
which time the Service Manager test drove the Vehicle with [redacted]
Documentation from this visit indicates that hesitation and vibration at idle
did not present themselves at that timeThe Vehicle was taken on multiple test
drives following this and CarMax was unable to duplicate any transmission issues
The Vehicle returned to CarMax for additional transmission concerns on or about [redacted], and [redacted]'s rough shifting concern was unable to be
duplicated
Both CarMax and a [redacted] have not duplicated the transmission issues that [redacted] has described[redacted] is encouraged to reconnect with the CarMax service center ([redacted] for information regarding the repairs that have taken place since the
date of purchase, or for any unaddressed questions that she has about 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,
[redacted]

Carmax went through hoops with the finance companies and got their corporate office involved for the favorable resolution. The salesman (Carl M.) was beyond outstanding. I am very appreciative of their dedication to my satisfaction as a customer. The vehicle is what I expected and what was advertised. I got the best warranty deductible at $** and GAP coverage which added to my monthly payment but that was to be expected. HUGE THANKS TO THOSE INVOLVED. [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]

January 30, 2017
[redacted]           ...

                    Re: [redacted]
Complaint ID: [redacted]                         
Thank you for forwarding the complaint dated January 20, 2017
regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about January 15, 2017.
In the complaint, Mr. [redacted] shares that a sales manager provided
him with a signed list of repairs that would be completed by CarMax after the
purchase of the Vehicle. Mr. [redacted] requests that CarMax complete all of the
repairs listed on this document and specifically mentions a concern with the
hood of the Vehicle.
CarMax’s records indicate that they addressed the cosmetic concern
on the hood of the Vehicle by repainting it on or about January 26, 2017. As
the repairs requested by Mr. [redacted] have been completed as of January 27, 2017,
CarMax considers this matter resolved.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at [redacted], extension [redacted],
with any questions you may have.
Sincerely,
Gabrielle P[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 20, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] ("CarMax") on or about February 20,
In the complaint, MrDeShields
expresses concern with the mechanical quality of the Vehicle, noting issues
with the front seat heaters, as well as the Vehicle stalling during operation
Mr[redacted] requests that CarMax purchase the Vehicle back for the full
retail price, plus the fees that he paid for the Vehicle's taxes and tags,
allowing him to purchase a different vehicle
Service records indicate that the
Vehicle arrived to CarMax on or about March 8, CarMax addressed the seat
heater concern by completing repairs to the fuse and confirming that the seat
heaters were workingCarMax then advised Mr[redacted] that the Vehicle would
need to go to a Chevrolet dealer to look into what Mr[redacted] described as
the Vehicle jerking or bucking when accelerating and braking, as CarMax was
unable to duplicate this concern.
CarMax's documentation states that the
dealer service center completed extensive diagnostic testing while in
possession of the Vehicle, including an extended road testDuring a daily
check in call to Mr[redacted] from CarMax regarding the repair status on or
about March 20, 2017, Mr[redacted] shared with the service associate that he
wished to return the VehicleAs Mr[redacted] was outside of CarMax's 5-Day
Money Back Guarantee, he was offered the option of having the Vehicle appraised
and receiving a written appraisal offer from CarMax, which he declinedCarMax
received an update from the dealer service center on or about March 21, 2017, advising
that the Vehicle was still operating as designed and the concerns had not been
duplicatedOnce receiving the Vehicle back from the dealer service center,
CarMax informed Mr[redacted] that it was available for him to pick up
Prior to Mr[redacted] picking up the
Vehicle on March 21, 2017, CarMax's Location General Manager and Operations
Manager called Mr[redacted] together to talk through his concernsDuring this
conversation, it's noted that CarMax presented the offer to keep the Vehicle
for additional diagnostic testing, which Mr[redacted] declinedCarMax's
records indicate that Mr[redacted] shared during this call that he wanted to
pick up the Vehicle from CarMax and see if he was able to duplicate the issues
during operationMr[redacted] was encouraged to call the CarMax
service center with any additional questions or concerns that he had with the
Vehicle following this call
While CarMax will not be participating
in the requested settlement, CarMax will be happy to appraise the Vehicle and
extend a written offerMr[redacted] is also encouraged to contact the CarMax
service center at [redacted] option *, for any mechanical questions that he
has about 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

May 16, 2017 
RE: [redacted] (the “Vehicle”), VIN: [redacted]
Thank you for forwarding the
complaint received in your office from [redacted] regarding the Vehicle purchased
on March 27, 2017.  In the complaint, Mr.
[redacted] states that he called the...

CarMax store in West Sahara, NV (“CarMax”) to
request they check the Vehicle’s tires and fluid levels, but stated his request
was denied.  In the complaint, Mr. [redacted]
requests assistance with these issues.
 
On April 27, 2017, CarMax received
an email from Mr. [redacted] regarding his concern. A member of CarMax store
management called Mr. [redacted] twice in an attempt to learn more about his service
concerns and how CarMax can best assist. 
As of May 16, 2017, CarMax has not heard back from Mr. [redacted]
 
CarMax is eager to assist Mr. [redacted]
with the service needs on his Vehicle and encourages him to reach out to CarMax
at [redacted] (option 4 for Service) to schedule an appointment at his convenience.
 
 
Sincerely,
Cristen P[redacted]
CarMax Customer Relations

September 21,
[redacted]
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
[redacted]
Dear Mrs[redacted],
Thank
you for forwarding the complaint received in your office from Mr[redacted] regarding
his purchase of the Vehicle from CarMax of [redacted] ("CarMax") on December 2nd,
At that time, Mr[redacted] also elected to purchase a MaxCare Extended
Service Plan ("ESP") for a term of months or until the Vehicle exceeded
100,miles with a deductible of $
CarMax
previously spoke with Mr[redacted] regarding repair concerns during the 30-Day
Limited Warranty periodCarMax agreed to pay $in repair costsThere will be
no further involvement for CarMax related to these repairs
Mr
[redacted] may have any new repair concerns addressed at the repair facility of his
choice as his ESP remains valid
If Mr
[redacted] has any further questions, he may contact me directly at [redacted],
ext[redacted]
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

June 30,
[redacted]
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
[redacted]
Dear [redacted]
Thank
you for forwarding the complaint received in your office from Ms[redacted]
regarding her sale of the Vehicle to CarMax of [redacted]("CarMax") on November
14th,
In her complaint, Ms
[redacted] referenced concerns with the registration of the Vehicle and toll
charges incurred after the sale
The state of [redacted] requires residents to complete a transfer of ownership form to relinquish
responsibility on any sold vehicleA review of local tag office records
indicates that Ms[redacted] completed this on June 23rd,
after ½ years of ownershipThis releases her of any liability related to the
Vehicle going forward
As a gesture of goodwill,
CarMax will refund Ms[redacted] the $charge incurred as she put a hold
on her tag transfer
Thank
you kindly for providing CarMax the opportunity to respond to this matter
Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Thank you
for forwarding the complaint received in your office from [redacted] regarding
the Vehicle purchased from CarMax of [redacted] (“CarMax”) on February
23, 2016.  In the complaint, Ms. [redacted] states
that upon having the Vehicle’s oil changed, she was advised that...

the
transmission fluid, brake fluid and A.C. filter needed to be changed.  Ms. [redacted] requests that CarMax cover the
cost of a vehicle inspection and any needed service thereafter.
On or
around June 28, 2016, a manager spoke with Ms. [redacted] about the service
recommendations mentioned in this complaint. 
The manager also contacted the dealership which made the service
recommendations – in order to learn more about the Vehicle’s diagnosis. Based
on this discussion, CarMax agreed to replace the cabin filter at no charge to Ms.
[redacted].  In addition, CarMax agreed to complete
a fluid inspection on the Vehicle, and also arranged to have any needed work
completed at a location more convenient to Ms. [redacted].
As of July
8, 2016, CarMax has not seen or heard from Ms. [redacted], but encourages her to
contact the [redacted] location to arrange a service appointment to
complete the agreed upon service and inspection.
CarMax
appreciates the opportunity to respond to this complaint.  If you have any additional questions or would
like to discuss this concern further, please contact me at [redacted] ext.
[redacted].

February 7,
2017
[redacted] 
RE: [redacted]
VIN: [redacted] (the “Vehicle”) 
            Thank you for forwarding the
complaint received in your office from Ms....

[redacted] as it pertains to her purchase
of the Vehicle from CarMax of [redacted] (“CarMax”) on March 19, 2016. In the
complaint, Ms. [redacted] requests that CarMax resolve repair concerns on the
Vehicle to include: a noise when traveling over speed bumps, an exhaust smell
from the tail pipe and jerking while changing gears, at no cost to her.
            Ms. [redacted] referenced that she has
purchased three vehicles from CarMax. Ms. [redacted] originally purchased a [redacted] from CarMax of [redacted] on February 7, 2016. CarMax
agreed to refund this purchase in full due to an optioning error; which was
completed on March 10, 2016. Ms. [redacted] then elected to purchase a [redacted] from CarMax on March 10, 2016. Ms. [redacted] suggested that there were
mechanical concerns with the vehicle shortly after purchase. In an effort of
customer service, CarMax agreed to refund this purchase on March 19, 2016. At
that time, Ms. [redacted] elected to purchase the vehicle in which she currently
owns.
            CarMax provides a 30-Day Limited
Warranty to address any concerns that a customer may have associated with their
purchase. CarMax completed repair work on the Vehicle during this period for
Ms. [redacted], to include: a repair of the engine torque mounts and an alignment
of the lower control arm, in order to address a noise while driving on or about
April 7, 2016.
            CarMax had no additional
communication with Ms. [redacted] until on or about September 14, 2016. At that
time, Ms. [redacted] suggested service concerns referenced in the complaint. CarMax
advised Ms. [redacted] that in the event these concerns were associated with the
same repairs serviced within her 30-Day Limited Warranty, CarMax would address
them at no cost to her. In the event that there were additional repairs needed,
or if there were concerns not related to previous service visits, CarMax explained
to Ms. [redacted] that the repair costs would be her responsibility. Ms. [redacted]
elected to not move forward with additional repairs.
            Considering this, CarMax will not be
participating in Ms. [redacted]’ desired settlement as she has not provided CarMax
the opportunity to diagnose the concerns present on the Vehicle. In the event
that Ms. [redacted] would like to schedule a service appointment, she is encouraged
to contact CarMax’s service department at [redacted].
            If Ms. [redacted] has any further
questions, she is welcomed to contact me at [redacted] ext. [redacted]. Thank
you for providing CarMax the opportunity to respond to this matter.
Sincerely,
Curt D[redacted]
Analyst, Customer
Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
They lied. I told them about all problems from day one. They told me my car was repaired and I went to pick it up several times and each time it was not done and I had to drive all the way there to find this out. In terms of the other location I took it there several times as well. In fact they gave me a paper saying everything of my concern was fixed and it wasn't so I had them sign off on it stating they lied. I was there for several days all day long and they only completed a 30 minute job. I'm extremely unhappy with there honesty and reason to perform in a timely manner. They have no respect for me or my time that was wasted.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The repairs were not disclosed during any part of purchasing the vehicle. Any information, in regards to repairs resulting in dents, dings or scratches to the vehicle should have been disclosed; especially, if those cosmetic imperfections would result in my not purchasing the vehicle.  I purchased the vehicle at night and the salesperson assured me that all cosmetic body damages I find would be addressed and fixed by their service department.  The service manager told me to bring my car in to fix the scratch, only to be called and told that they are not going to anything about it.  Once the return period of the car was over, Carmax was unwilling to fulfill those promises.  The way Carmax conducts it's business by lying and making false promises to sell it's cars is a very shady practice.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

January 18, 2016
[redacted], Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Ms. [redacted] (Daughter of Mr. [redacted], the owner of the vehicle)
Complaint ID [redacted]
Chevrolet [redacted] (the “Vehicle”)
Dear Mrs. [redacted]
I am writing
you in response to your letter dated December 27, 2015 wherein you forwarded a
complaint from [redacted]. 
Ms. [redacted] requested in the desired settlement for CarMax to allow
her to return the Vehicle.
CarMax’s records indicate that we have been in
communication with Ms. [redacted] regarding this matter and have offered
to re-diagnose the Vehicle’s concerns at no cost.  Ms. [redacted] accepted CarMax’s offer, but
has yet to schedule an appointment with the CarMax located in Plano, Texas.  If Ms. [redacted] would still like to have
these concerns addressed, CarMax encourages her to contact CarMax’s Service Department
at (972)943-7590 ext. * to schedule an appointment.
CarMax appreciates the opportunity to respond to this complaint.
Sincerely,
Nekia [redacted]
Analyst, Executive Response Team