Bastian Roofing, Inc.

June 24, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
Thank you for forwarding the complaint [redacted] received in
your office from Mr. [redacted] regarding the...

[redacted] (the “Vehicle”) that was purchased on or about January 4, 2015 from the CarMax
store located in [redacted] (“CarMax”).  In this complaint, Mr. [redacted] is
requesting an exchange of the Vehicle and an apology.
Since purchase, Mr. [redacted] has previously requested
service on the Vehicle twice from CarMax. 
On or about January 5, 2015 the Vehicle was seen for a check engine
light and since it was still covered under manufacturer power train warranty,
the Vehicle was sent to [redacted] for the repairs.  CarMax replaced a fuse in the cigarette
lighter and removed aftermarket radio cables on or about January 20, 2015.
On or about June 4, 2015, Mr. [redacted] presented the
Vehicle to CarMax with concerns of the engine stumbling, hesitating or dying on
him as well as concerns with performance of the electrical components.  The diagnosis was that the alternator had an
internal failure and the battery was serviced and the alternator was
replaced.  The mechanical repairs were
covered under Mr. [redacted] MaxCare coverage and CarMax waived the deductible
as a gesture of goodwill. 
CarMax is sorry to hear Mr. [redacted] and his son were
involved in an accident and recommends he file a claim through his Auto
Insurance Company for any damage.  Since
purchase, the Vehicle has been driven approximately 16,300 miles.  CarMax would be happy to extend an appraisal
for the Vehicle should Mr. [redacted] wish to sell.
CarMax is declining the settlement request as set forth in
the complaint and appreciates the opportunity to respond to this
complaint. 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
 
[redacted]

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.This is completely unacceptable. Carmax did fraud and I said I do not want the vehicle. Carmax has to buy it back at the full cost I paid.At this point Carmax will deal with my attorney
[Provide details of why you are not satisfied with this resolution.]
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]

August 4,
2015
 
 
Revdex.com Serving
Central Virginia, Inc.
720
Moorefield Park Drive
Suite 300
Richmond,
VA 23236
 
RE:      Consumer
Complaint of [redacted]
           ...


           
Dear
Sir/Madam:
 
Thank
you for sharing [redacted] complaint and providing us an opportunity
to respond.  Ms. [redacted] is displeased
with the APR in her retail installment contract (“Contract”) and contends that,
in connection with her servicing, she is being charged a higher APR than the
APR contained in her Contract. 
 
On
April 14, 2014, Ms. [redacted] entered into a Contract with CarMax Auto
Superstores (“CarMax”) to finance the purchase of a [redacted]  [redacted] Consumer USA d/b/a Drive
(“[redacted]”) immediately took assignment of the Contract and became its
servicer. 
 
[redacted],
not CarMax, is the party that evaluated Ms. [redacted] creditworthiness and
determined that an APR of 20.61% was appropriate.  Ms. [redacted] accepted this APR and entered
into the Contract, on which the APR was clearly disclosed.  (A copy of the Contract is attached
hereto.) 
 
[redacted]
is the servicer of the Contract and we therefore lack information on whether
[redacted] is charging Ms. [redacted] an APR in excess of 20.61%.  We recommend that Ms. [redacted] contact
[redacted] directly regarding her concerns.
 
Thank
you for bringing this matter to our attention. 
If you have any questions or concerns, please feel free to contact me at [redacted]
 
Sincerely,
 
 
[redacted]
Paralegal
CarMax          
 
Enclosures
 
[redacted]

July 30, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint 10710370 received in
your office from Mrs. [redacted] regarding the [redacted]...

[redacted] (the “Vehicle”) that was purchased on or about May 2, 2013 from
the CarMax store located in Irvine, California (“CarMax”).  In this complaint, Mrs. [redacted] is requesting reimbursement
for the cruise control option.
CarMax has attempted to reach Mrs. [redacted] to discuss a
resolution but has not received a response. 
Mrs. [redacted] can contact Lena Prieto, Business Office Manager.  Lena can be reached directly at [redacted]
CarMax appreciates the opportunity to respond to this
complaint. 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
 
 
[redacted]
[redacted]

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. It was stated to your dealership that the fuses were replaced in kind with the fuses that were in the fuse box, so again if they were wrong that's how the car was sold to me. Your dealership also stated to me that they couldn't determine what the actual cause was so this "NEW" information I just received will be included in all future complaints. Since your service manager and dealership ignored all my requests for help before this issue took place there would be no evidence of issues prior to this taking place. Thanks you for your inadequate and expected response. 
[Provide details of why you are not satisfied with this resolution.]
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]

[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]

July 14,
2016 
RE: [redacted]
 [redacted] VIN: [redacted] (“the
Vehicle”)
Thank you
for forwarding the complaint received in your office from [redacted] regarding
the Vehicle transferred to CarMax of [redacted], ** (“CarMax”) on May 27,...

2016.
In the complaint, Ms. [redacted] states that on May 27, 2016, she completed a
finance application for the Vehicle and paid to have it transferred.  She explains there was a delay in having the
Vehicle transferred, which resulted in the expiration of a favorable finance
offer.  Ms. [redacted] would like for CarMax
to honor the original finance offer, which she received on or around May 27,
2016.
CarMax has
assisted Ms. [redacted] with obtaining approval for the original financing offer,
and is happy to report that she has since purchased the Vehicle.
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].
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

August 6, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
Re: [redacted]
 
Dear [redacted]
 
Thank you for forwarding the complaint received in your
office from [redacted]...

[redacted] regarding the Maxcare service plan purchased
for a [redacted](the “Vehicle”) on or about March
20, 2010 from the CarMax store located in [redacted]  In this complaint
[redacted] is requesting a prorated refund of the Maxcare
coverage.
 
 
CarMax has had the opportunity to complete extensive
research including partnering with the Maxcare provider. Neither CarMax nor the
Maxcare provider has any records showing receipt of cancellation documentation
from Ms. Williams. The Maxcare plan was purchased 5 years ago and has expired.
 
CarMax appreciates the opportunity to respond to this
complaint; however, CarMax is declining the settlement request as set forth in
this complaint.
 
Please call me at [redacted], extension [redacted] if you
have any questions.
 
Sincerely,
 
 
 
[redacted]

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]
I have been working with a Gabrielle from CarMax relations on this issue. So no this issue is not resolved but I am scheduled to go back on Monday 3/13/17 to test drive again. But so far since I have been in communication with Revdex.com and CarMax relations, they had tested this three times, also taken this to [redacted] to investigate and then still cannot duplicate the problem. I am now sending you my response to let you know technically this is a still a problem as I drove my car for the past two days and the issue has been still happening. In the timeframe where they had my car, they gave a loaner car which was delivered back on Monday.

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.]
I was never contacted by Carmax after the car was taken to the dealership. Jc told me there was no way I would get the extended warranty and that was the last I heard from car max until 04/05/2017 when they called to follow up on the Revdex.com complaint. Nothing was done on Carmax end to fix the issue. When I came up to test drive other cars while they had mine in the shop the salesman did not have his key to unlock the cars boxes to get the keys. I only got to drive one and something was wrong with it. I talked to Jc about going to the other locations and looking at cars and he said that was fine but there was no guarantee I would get approved for another car so good luck with the car I have and they were submitting my paperwork that Friday.The dealership had my car for two weeks before I got it back and they fixed a few recalls and they couldn't figure out why the car was surging forward but it was shifting hard. Jc never did anything to actually fix the issue. Said good luck with the car after I told him I was taking it to [redacted] to see if they could fix it and that was the last I heard from anyone until April 5th

July 21, 2016[redacted]Re: [redacted]Complaint ID [redacted]I am writing in response to your letter dated July 1, 2016 wherein you forwarded a complaint from [redacted], regarding the Vehicle...

purchased from the CarMax store located in [redacted] on or about March 6, 2016.  Mr. [redacted] requests in the desired settlement for CarMax to either repair the Vehicle at no cost or issue him a full refund.CarMax’s records indicate that Mr. [redacted] brought the Vehicle to the CarMax located in Burbank, CA (“CarMax”) on or about March 21, 2016 to inquire about a grinding noise in his brakes.  CarMax corrected this concern by cleaning and lubricating the front brakes, resurfacing the rear shoes and adjusting the backing plate.  In addition, CarMax informed Mr. [redacted] that a noise concern could represent itself as dust and debris begin to accumulate.Mr. [redacted] brought the Vehicle back to CarMax on or about May 18, 2016 to inquire about a noise concern coming from his rear tire.  CarMax test drove the Vehicle with Mr. [redacted], but was unable to verify any noise concerns at the time of this visit.  CarMax also performed a physical inspection of the rear brakes and identified that they were both were well above discard thickness.Based on the above, CarMax is declining Mr. [redacted] requested settlement but would encourage him to contact the service department at the CarMax nearest him if he would like to have the brakes replaced at CarMax’s standard rate.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W[redacted]Analyst, Executive Response Team

Dear Sir/Madam: Thank you for sharing Ms. [redacted]'s complaint and providing us with the opportunity to respond. Ms. [redacted] is upset that a payment made at a CarMax store did not properly post to her account. We are happy to inform you that this issue has been corrected and...

the proper steps are being taken to insure that it will not affect Ms. [redacted]'s credit bureau report. Our records indicate that on September 4, 2017 Ms. [redacted] made a payment at the store for $[redacted] for her August 13, 2017 payment. Due to a store payment processing error this payment did not reflect to her account in a timely manner. We apologize for this inconvenience. As of September 21, 2017 this payment has been properly posted to Ms. [redacted]'s account and steps are being taken by our credit maintenance team to ensure that her August 2017 payment is reported correctly to all three credit bureaus. Thank you, again, for bringing Ms. [redacted]'s complaint to our attention. If Ms. [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].  Allen  Compliance Manager CarMax Auto Finance

March 22,
2017
[redacted] 
RE: [redacted], VIN: [redacted]
(“the Vehicle”) 
Thank
you for sharing Ms. [redacted] complaint with CarMax and providing us the
opportunity to respond.
Mr.
[redacted] states in his...

complaint that at the time he purchased the Vehicle from
CarMax of [redacted] (“CarMax”), he included in his financing a 72-month/
150,000-mile extended service plan (“ESP”). 
The ESP is administered by [redacted] (“[redacted]”).  CarMax is not a party to the ESP. Mr.
[redacted] states that the Vehicle has since suffered a mechanical
breakdown.  An inspector with [redacted]
inspected the Vehicle and determined that the repair would not be covered by
his ESP.  Since [redacted] will not cover the
repair, Mr. [redacted] is requesting that he receive a refund for the ESP plus
interest.
Per
the terms of the ESP contract, Mr. [redacted] can cancel his contract at any
time.  If he cancels the contract after
ninety (90) days following purchase, a pro rate refund of the purchase price
will be calculated based on the greater of time or mileage used, less an
administrative fee of $**.00.  If Mr.
[redacted] cancels his service contract, the refund will be paid to his
lien-holder, [redacted], since the ESP was included in his
financing.
If
Mr. [redacted] chooses to cancel his ESP, please have him call our [redacted] store
at [redacted] and ask for Deborah B[redacted], Business Office Manager. Mr.
[redacted] will be required to provide the mileage reading presently on the
odometer of the Vehicle.
Please
note that CarMax had no involvement in [redacted]’s determination that the repair was
not covered. Therefore, CarMax is not willing to provide Mr. [redacted] with a
refund of the purchase price of his ESP. Any questions or concerns related to
repair coverage under the ESP should be directed to [redacted].
Thank
you for giving CarMax the opportunity to respond. If you have any questions, you
can reach me at [redacted] ext. [redacted]
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

March 13,
2017
[redacted] 
RE: [redacted]
VIN: [redacted] (the “Vehicle”) 
            Thank you for forwarding the
complaint received in your office from Mr. [redacted]...

as it pertains to his purchase
of the Vehicle from CarMax of [redacted] (“CarMax”) on or about February 25th,
2017. At the time of purchase,
Mr. [redacted] also sold a [redacted] (“the Trade”) to CarMax. In the complaint, Mr. [redacted]
requests that CarMax refund labor charges for work completed on the Trade.
            Per CarMax’s Vehicle Purchase
Agreement, it states, “The sale of a vehicle to CarMax is a final sale and is
not connected in any way to a purchase of another vehicle by you from CarMax.”
This contract is reviewed with each customer prior to signing and prior to the
time of sale for each vehicle trade-in at CarMax. Mr. [redacted] agreed to the
terms of the Vehicle Purchase Agreement by signing this contract on or about
February 25, 2017. Therefore, after Mr. [redacted] sold the Trade to CarMax,
repairs were started to recondition the Trade to CarMax’s standards. Mr. [redacted] elected to return the Vehicle to CarMax on or about March 1, 2017, and
requested that the Trade be returned back to him by CarMax. Per a review of
CarMax’s records, there was no guarantee or record that when the Vehicle would
be returned if the Trade would be available to Mr. [redacted].
In the interest of customer
service, CarMax agreed to return the trade to Mr. [redacted] and waive
reconditioning costs on repairs completed on the trade after the sale. This,
however, did not include payment for labor charges on these repairs; which
totaled to be approximately $[redacted].00. CarMax advised Mr. [redacted] there would be
no additional reimbursement at the time the Trade was returned. Due to the
signed Vehicle Purchase Agreement which acknowledges that the sale of each
trade-in as final, CarMax maintains its position to not provide additional
compensation related to these repairs or this transaction.
            In the event that Mr. [redacted] has any
further questions, he 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]
I noticed that the response from Carmax said they fixed the front strut.  The only struts they ever fixed was the rear.  They never fixed the front because they said they couldn't find the leak that [redacted] found. Again, I would like to reassert the original complaint.  I took my car to [redacted] to get the initial diagnosis because I wanted the actual makers of the vehicle to have a look since they are the experts.  [redacted] advised that all 4 struts needed replacing and the right front strut also had a leak.  I took this information back to CarMax and showed them the [redacted] paperwork and they only fixed my back struts.  They never fixed the front struts as the analyst responded.  They also said they didn't see the leak that [redacted] had already confirmed.  That in no way means the leak didn't exist.  I truly believe they didn't want to fix the front struts as well because it would have been expensive.  They only did the back struts and Carmax doesn't have that documented either but they accepted Lexus' evaluation on that diagnosis.  Again they are only honoring certain repairs.

[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: [email protected],[redacted]

Thank you for forwarding the...

complaint,
dated March 22, 2018, regarding the Vehicle purchased at the CarMax store
located in [redacted] (“CarMax”) on May 1, 2017. In
the complaint, Mrs. [redacted] states that she did not understand that a refund
for a cancelled MaxCare extended service plan (“ESP”) would be issued directly
to the Vehicle’s lienholder. She requests that CarMax issue the refund directly
to her in the form of a check.
 
Mrs.
[redacted] financed the purchase of the ESP and signed a MaxCare Service
Contract which provided authorization to the Vehicle’s lienholder to receive
any refund for a plan cancellation. Therefore, CarMax declines Mrs.
[redacted]’s request to issue a refund directly to her. If Mrs. [redacted]
would like to cancel the ESP, she may contact CarMax’s business office at [redacted]
to initiate that process.
 
CarMax
appreciates the opportunity to respond
to this complaint and considers this matter closed. Please contact me at (800) [redacted],
extension [redacted], with any questions you may have.
Sincerely,
Jennifer R[redacted]
Analyst, Customer Relations

February 19th,
2016
[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted] (VIN: [redacted] the “Vehicle”)
2010 [redacted]
Dear Mrs.
Mann,...


            Thank you for forwarding the
complaint received in your office from Ms. [redacted] regarding his purchase of the
Vehicle from CarMax of Kearny Mesa, CA (“CarMax”) on February 28th,
2014. In her complaint, Ms. [redacted] requested repair of a service concern with
the convertible top of the Vehicle. At the time of purchase,
Ms. [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for
a term of 72 months or until the Vehicle exceeded 75,000 miles with a
deductible of $300.00.
            CarMax was aware of Ms. [redacted]’s
concerns prior to receiving this complaint. CarMax management spoke with Ms.
[redacted] on multiple occasions to discuss the concern and advise that these
repairs would be at her expense as the Vehicle is outside any warranty that
CarMax offers. CarMax encouraged Ms. [redacted] to submit a claim through her ESP
for the convertible top concern after a diagnosis is completed and recommended
that this diagnosis be completed at a Volkswagen dealership.
            In an effort of customer service,
CarMax spoke with Ms. [redacted] on approximately February 16th, 2016,
and offered to complete a diagnosis of the concern at no charge. CarMax has not
yet completed that diagnosis and would be happy to make an appointment at Ms.
[redacted]’s earliest convenience. Ms. [redacted] can reach the Kearny Mesa service
location to schedule an appointment at 858-712-6486, option 4.
If
Mr. Morgan has further questions, he may contact me at 1-800-519-1511, ext.
[redacted].
            Thank you for providing CarMax the
opportunity to respond to this matter.
Sincerely,
Curt D[redacted]
Analyst,
CarMax Customer Relations