Bastian Roofing, Inc.

June 22, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
[redacted]
[redacted]Rearding the complaint [redacted] received in
your office from [redacted] regarding the [redacted]...

[redacted] (the “Traded Vehicle”) that was sold on or about March 13,
2015 at the CarMax store located in [redacted] (“CarMax”).  In this complaint Mr. [redacted] is requesting CarMax
to remove the additional $4,253.18 charges.  
According to our records, CarMax has been in communication
with Mr. [redacted].  An estimated payoff for
the Traded Vehicle of $21,733.62 was received on or about March 13, 2015.  CarMax was informed by Wells Fargo Dealer Services
that the payoff for the Traded Vehicle was $25,984.04.  CarMax paid Wells Fargo Dealer Services the
correct amount and Mr. [redacted]’s Traded Vehicle loan was closed.  CarMax then informed Mr. [redacted] that there was
a mistake made in obtaining the payoff; however, he was still responsible for the
negative equity on the Traded Vehicle.  Please
refer the Vehicle Purchase Agreement that was signed by Mr. [redacted] on or about
March 13, 2015. 
Due to human error, and in the interest of customer service,
CarMax offered to split the cost of the remaining balance due as the settlement
request as set forth in the complaint.  Mr.
[redacted] worked with the CarMax Credit and Collections department to set up a
payment plan arrangement for the total due of $2,126.59 beginning July 1, 2015.  Mr. [redacted] agreed to this offer and the
payment arrangement was sent to Mr. [redacted] via [redacted] on or about May 6, 2015.
CarMax appreciates the opportunity to respond to this
complaint.  Please direct any questions
to the CarMax Credit and Collections department at [redacted] 
 
Sincerely,
    [redacted]
[redacted]

February 24, 2017
[redacted]           ...

                    Re: [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]                                      
Thank you for forwarding the complaint dated February 11, 2017 regarding
the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)
on or about November 14, 2016.
In the complaint, Mr. [redacted] shared that the Vehicle’s battery died
on or about February 9, 2017. While replacing his battery at a local repair
facility, it was brought to his attention that the tires were rotted. Mr. [redacted] requests that CarMax replace all four tires and reimburse him the $[redacted] he paid
to replace his battery.
CarMax’s Service Department invited Mr. [redacted] to bring the Vehicle
in for further inspection of the tires. According to CarMax’s records, the
Vehicle was to be brought in on or about February 22, 2017.
Mr. [redacted] did not bring the Vehicle in for further inspection on
that date. Mr. [redacted] is encouraged to call the CarMax Service Department at [redacted]
Option * to set up another appointment so that CarMax may best address his
concerns.
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

January 29, 2016[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted]Complaint ID 110886722010 [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing in response to your letter dated January 15, 2016 regarding the...

Vehicle purchased from the CarMax store located in Hartford, Connecticut (“CarMax”) on or about July 26, 2015.  Mr. [redacted] requested in the desired settlement for CarMax to issue him a refund for the remaining balance of his Extended Service Plan (“MaxCare”).CarMax’s first record of a conversation with Mr. [redacted] was on or about January 14, 2016, wherein he emailed CarMax’s Business Office a request to cancel his MaxCare.  CarMax responded to Mr. [redacted]’s email the following day and requested that he reply back with a signed request to cancel the MaxCare Service Contract, along with a copy of the Vehicle’s odometer disclosure statement.  Mr. [redacted] sent these documents back to CarMax on or about January 18, 2016.In response to Mr. [redacted]’s request, CarMax canceled his MaxCare Service Contract that same day and issued his financial institution a prorated reimbursement check in the amount of $2051.60 for the remaining cost of his Extended Service Plan.  In addition, CarMax would encourage Mr. [redacted] to contact his financial institution if he would like to inquire about the status or processing of the reimbursement.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Please contact me at (855)562-4935 extension [redacted] with any questions you may have.Sincerely,Nekia [redacted]Analyst, Executive Response Team

August 29, 2016
 
[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
 
Re: [redacted]
Complaint ID [redacted]
[redacted]
 
Dear Mrs. [redacted]:
 
Thank you for forwarding the complaint dated August 20, 2016 regarding
the Vehicle purchased from the CarMax store located in Houston, Texas
(“CarMax”) on or about April 25, 2016. 
 
Please be advised that Mr. [redacted] has filed a similar complaint
with CarMax’s Legal Department, dated August 23, 2016. CarMax’s Legal
Department sent Mr. [redacted] a written response to his complaint today via Federal
Express.
 
Should Mr. [redacted] have additional questions or concerns, he may
contact Jeanne K[redacted] in CarMax’s Legal Department, at [redacted]
 
We, again, thank you for bringing this matter to our attention and
allowing us the opportunity to respond.
 
Sincerely,
 
Nekia W[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 10634256, 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]
This outrageous. Can not believe your thats reason why I can not buy a car,I would love to get this issue resolved has to be a misunderstanding the stubs are not fake the owner of [redacted] name is [redacted] #[redacted] he can verify emploment for [redacted] check stubs are real [redacted] is a small company that my not have capabilities yet to produce,more expensive payroll services. So please we get this verified by car max cause still in marker for a vehicle. Thank you.

September 21, 2016[redacted] Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted]2012 [redacted], VIN [redacted] (the “Vehicle”)Dear Mrs. [redacted]:Thank you for forwarding the complaint dated August 25, 2016,...

regarding the Vehicle purchased from the CarMax store located in Woodbridge, VA (“CarMax”) on or about August 9, 2016.  In the desired settlement, Ms. [redacted] requested for CarMax to pay her between $1500 - $2000 for the options listed, but not available on the Vehicle.Soon after purchase, Ms. [redacted] contacted CarMax to advise them that the Vehicle was not equipped with a rear sunshade or parking sensors, which were listed on the window sticker of the Vehicle at the time of purchase.  CarMax researched the build sheet for the Vehicle (from the manufacturer), and identified that neither of these features were assembled onto the Vehicle at the time of production.CarMax apologized for the oversight and assured Ms. [redacted] that the exclusion of these features did not affect the amount that she paid for the Vehicle.  In addition, CarMax also offered to find her a comparable [redacted] with the above referenced features.  Ms. [redacted] declined this offer due to her strong interest in the Vehicle.  Therefore, as an added gesture of customer service, CarMax offered Ms. [redacted] $500 for the inconvenience of the situation.  Ms. [redacted] declined this offer as well.  Both options were made available to Ms. [redacted] for up to 30 days after the purchase of the Vehicle.  However, CarMax was not contacted back by Ms. [redacted] until the receipt of this complaint. Based on CarMax finding the above offers to be fair, CarMax is unwilling to provide her with the resolution that she seeks. CarMax appreciates the opportunity to respond to this complaint.Please contact me at (804)747-0422 extension [redacted] with any questions you may have.Sincerely,Nekia W[redacted]Analyst, Executive Response Team

February 16, 2016
[redacted]
Operations Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
Re: [redacted]
Complaint ID: [redacted]
[redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated February 3, 2016 regarding
the Vehicle purchased from the CarMax store located in Boynton Beach, Florida (“CarMax”)
on or about March 9, 2014.
In her complaint, Mrs. [redacted] describes concerns regarding
repair delays, rental vehicle reimbursement, and communication with the service
department. Mrs. [redacted] requests that CarMax reimburse the rental vehicle
expense through Enterprise.
CarMax’s records indicate that the service department has been in
contact with Mrs. [redacted] and her family regarding her expressed concerns.
Service records indicate that CarMax presented the option of a loaner vehicle for
Mrs. [redacted] while repair work was being completed on the Vehicle, which was
declined. When manufacturer supply issues led to extended repair delays, CarMax
offered to reimburse Mrs. [redacted] for vehicle rental beyond the 7 days
included through her MaxCare extended service plan. Records indicate that as of
February 16, 2016, the service department had not yet received the requested
receipt for Mrs. [redacted]’s rental vehicle, as required for reimbursed.
CarMax is currently working to reimburse Mrs. [redacted] for the 7
additional days of vehicle rental with the Enterprise payment information shared
in her complaint. Should additional documentation be needed to complete the
reimbursement process, CarMax will contact Mrs. [redacted] by phone.
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 S[redacted]
Analyst, Executive Response Team

Thank you for forwarding the complaint dated September 19, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about August 16, 2017. In the complaint, Mr....

[redacted] describes service concerns with the Vehicle. Additionally, Mr. [redacted] states an error related to the Vehicle’s loan occurred. As a result of these two concerns, Mr. [redacted] requests that CarMax refund him the cost he paid for an extended service plan which he purchased and provide a 100,000-mile warranty at no cost, or authorize a full return of the Vehicle.CarMax is aware of Mr. [redacted] concerns related to the loan on the Vehicle. CarMax management has been working with Mr. [redacted], as well as the Vehicle’s lienholder, to resolve the issue. Completing a return of the Vehicle was discussed with Mr. [redacted]; however, Mr. [redacted] has retained ownership of the Vehicle and CarMax worked with him and his lien-holder to resolve the aforementioned concern.
CarMax has also been working with Mr. [redacted] regarding the service concerns with the Vehicle. CarMax did attempt repairs on the Vehicle’s fuel door, however, discovered that a greater level of specific expertise was needed for the concern and thus recommended that Mr. [redacted] visit an Audi service center for additional repairs. CarMax is continuing to work with Mr. [redacted] and an area Audi dealership to address service concerns with the Vehicle.
While CarMax is unable to issue a refund for the amount paid for the Vehicle’s extended service plan, CarMax has offered to cover the cost of a brake replacement completed by an authorized Audi dealership and to cover the first monthly car payment on the Vehicle, as a gesture of customer service.
Sincerely,
Jennifer L[redacted]
Analyst, Executive Response Team

Thank you for forwarding Ms. [redacted] complaint to us for review and response. Ms. [redacted] claims that after we repossessed and sold her vehicle, we misinformed her that her outstanding account balance was $[redacted] instead of $[redacted]. We disagree.Our records reflect that we repossessed...

Ms. [redacted] vehicle on January 3, 2017 because she had not made a payment on her account since February 2, 2015. Following the sale of her vehicle, we provided Ms. [redacted] with a notice of her outstanding balance. Enclosed is the notice we mailed to Ms. [redacted], which reflects that her total outstanding balance at the time was $[redacted].Since this notice, Ms. [redacted] account has accrued addition finance charges on her principal balance of $[redacted].00. Ms. [redacted] outstanding balance or payoff balance as of the date of this response is $[redacted]. Our tradeline information accurately reflects Ms. [redacted] account balance. Given the foregoing, we cannot delete or modify our tradeline information as Ms. [redacted] requests. However, we have updated our tradeline information to reflect Ms. [redacted] dispute as required by applicable law.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]. Thank you for bringing Ms. [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

March 13,
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 January 2, 2015. At the time of purchase,
Ms. [redacted] also elected to purchase a MaxCare extended service plan (“ESP”)
for a term of 60 months or until the Vehicle exceeded 150,000 miles with a
deductible of $[redacted].00.In
the complaint, Ms. [redacted] requests that CarMax replace the Vehicle with zero
negative equity or replace the engine and electrical system with new parts.
            CarMax’s records indicate that no repairs
have been completed on the Vehicle since on or about July 31, 2015; however, it
is noted CarMax recommended that Ms. [redacted] take the Vehicle to [redacted]
in [redacted] (“[redacted]”) since on or about July 31, 2015 due to the
specific repair concerns on the Vehicle. [redacted] has completed several mechanical
repairs on the Vehicle; each of which being covered under the terms of Ms.
[redacted]’ ESP. Ms. [redacted]’ last service visit to [redacted] occurred on or about
July 31, 2015.
            Considering Ms. [redacted]’ continued
repair concerns and requested settlement, CarMax agreed to provide Ms. [redacted]
with an appraisal offer for the Vehicle in the amount of $[redacted].00, on or about
March 3, 2017.
CarMax will not be participating in
any additional compensation related to the negative equity associated with Ms.
[redacted]’ loan for the Vehicle and is currently working with Ms. [redacted] to find
a replacement vehicle.
            In the event that 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]
This complaint is not resolved.  I appreciate the battery offer.  But I would like new tires which we could split the cost.  They are completely disregarding firestone stating new tires are needed

[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]

May 22, 2015 [redacted],
Operations SupervisorBetter...

Business
Bureau                                     ...⇄ 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: Ms. [redacted]Complaint ID [redacted] (the
“Vehicle”), VIN: [redacted] Dear Ms. [redacted]:                                  �...⇄  Thank you for forwarding the complaint dated May 6, 2015 regarding
the Vehicle purchased from the CarMax store located in Jacksonville, Florida
(“CarMax”) on or about February 8, 2014.  Ms. [redacted] was presented the option to
purchase a MaxCare extended service plan at the time of sale, which Ms. [redacted]
declined.  Ms. [redacted] requested in the
desired settlement for CarMax to replace her air conditioner evaporator at no
cost. Ms. [redacted] brought the Vehicle to CarMax on or about February 11,
2014 to diagnose several concerns including an air conditioner concern.  CarMax diagnosed the Vehicle and made the
necessary repairs at no cost to Ms. [redacted] under the 30-Day Limited Warranty.  CarMax warrantied these repairs for an
additional 6-months or 6,000 miles. Ms. [redacted] brought the Vehicle back to CarMax on or about January
12, 2015 and on or about February 11, 2015 to readdress the air conditioner
concern.  Ms. [redacted] was outside of any limited
warranty that CarMax offers on both occasions. 
As a gesture of customer service, CarMax completed a one-hour diagnosis
each visit to inspect the air conditioner for leaks.  However, no leaks were found at the time of
diagnosis, nor was an air conditioner evaporator concern found.  CarMax informed Ms. [redacted] that a more
thorough diagnosis would need to be completed at her expense in order to
identify the root cause of the air condition concern.  Ms. [redacted] declined any further diagnosis. Based on the above, CarMax declines to provide Ms. [redacted] with the
resolution that she seeks. 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]Analyst, Customer Relations

Thank you for forwarding the complaint received in your
office from Mr. [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on October 12, 2017.
In the complaint, Mr. [redacted] describes experiencing service
concerns with the Vehicle’s AC and transmission....

As a result of these concerns,
Mr. [redacted] requests that CarMax complete a return of the Vehicle.
Mr. [redacted] first contacted CarMax regarding service concerns
on or about November 14, 2017. CarMax completed repairs on the Vehicle’s AC under
the terms of the 60-Day Limited Warranty for the Vehicle at no cost to him. Mr.
[redacted] reached back out to CarMax on or about December 18, 2017 with
transmission concerns. CarMax completed the needed repairs to the Vehicle at no
cost to Mr. [redacted] during this visit as a gesture of goodwill.
Due to Mr. [redacted] being outside of CarMax’s 5-Day Money Back
Guarantee, CarMax declines Mr. [redacted]’s request to complete a full return of
the Vehicle. If Mr. [redacted] would like to sell the Vehicle, CarMax can complete
an appraisal and provide him with a free-written offer.
CarMax appreciates the opportunity to respond to this
complaint and considers this matter resolved. 
If you have any additional questions or would like to discuss this
concern further, please contact me at 1-[redacted]-[redacted]-[redacted] ext. [redacted].
Sincerely,
Kaitlyn C[redacted]

October 6, 2016
 
[redacted],
Operations [redacted]                               
720 Moorefield Park Drive, Suite...

300
Richmond, Virginia 23236
 
Re: [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated September 30, 2016 regarding
the Vehicle purchased from the CarMax store located in Hoover, Alabama (“CarMax”)
on or about May 7, 2016.
 
In the complaint, Miss [redacted] describes concerns with the quality
of the Vehicle’s tires and requests that CarMax replace all four tires at no
cost to her.
 
Service records indicate that Miss [redacted] called CarMax on or
about September 26, 2016, after visiting another local service center. During
this call, it’s noted that Miss [redacted] expressed concern with the Vehicle’s
tires and stated that the service center she visited told her the tires had dry
rot and cracks. Miss [redacted] then visited the CarMax service center on or about
September 27, 2016, and spoke with the Service Manager during her time there. During
this visit the Service Manager let Miss [redacted] know that an appointment would
need to be scheduled in order to inspect the tires while the Vehicle was on a
lift. This appointment was scheduled for Miss [redacted] the following week.
 
CarMax’s records indicate that Miss [redacted] visited the service
center for her appointment on or about October 4, 2016. During this visit,
CarMax elected to assist by replacing all four of the Vehicle’s tires at no
cost to Miss [redacted]. The CarMax service center contacted Miss [redacted] to let her
know the tire replacement for the Vehicle was complete on or about October 6,
2016.
 
CarMax appreciates the opportunity to respond to this complaint
and considers this matter closed.
 
Please contact me at (800)519-1511, extension [redacted],
with any questions you may have.
 
 
Sincerely,
 
Kristina S[redacted]
Analyst, Executive Response Team

July 9, 2016
[redacted]                              Re: [redacted]
Complaint ID: [redacted]
[redacted]      ...

                          
Thank you for forwarding the complaint dated June 18, 2016 regarding
the Vehicle purchased from the CarMax store located in Ontario, California (“CarMax”)
on or about July 25, 2015.
 
In the letter Ms. [redacted] describes concerns with the Vehicle’s
mass air flow intake system, PVC valve, and an issue related to the Vehicle’s
acceleration. Ms. [redacted] also expresses concerns regarding her MaxCare Extended
Service Plan, and the negative equity applied to the loan for the Vehicle.
 
CarMax’s records indicate that Ms. [redacted] brought the Vehicle to
CarMax on or about April 18, 2016 for a service appointment to address the mass
air flow intake system concern. Due to the Vehicle being within the applicable
miles and months for the manufacturer’s warranty, CarMax sublet the Vehicle to
a [redacted] service center for the repairs. Service documents also indicate that Ms.
[redacted] brought the Vehicle back to CarMax on or about March 29, 2016, and on or
about May 3, 2016, for transmission concerns. CarMax sublet the Vehicle to the
[redacted] service center on both occasions.
 
CarMax’s Operations Manager spoke with Ms. [redacted] on or around the
week of June 12, 2016. Notes from this conversation stated that Ms. [redacted] shared that there were no current mechanical concerns with the Vehicle at the
time of that conversation. Records also indicate that the previous repairs were
discussed at that time, in addition to an explanation of the negative equity
from her previous vehicle (as stated in her financing paperwork).
 
While CarMax is happy to appraise the Vehicle for Ms. [redacted], they
will not be participating in the buy back of the Vehicle or the request to pay
off the remaining loan for the Vehicle. Should Ms. [redacted] wish to bring in the
Vehicle for a no-pressure appraisal, she is welcome to visit [redacted] to
receive a written offer, which is valid for seven days.
 
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at [redacted], extension [redacted],
with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, Executive Response Team

DATE \@ "MMMM d, yyyy" February 12,...

2016
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]’s complaint and providing us the opportunity to
respond. I am happy to inform you that this complaint regarding the length of
time to process Ms. [redacted]’s retitling request has been resolved.
Upon
receipt of Ms. [redacted]’s complaint, we reviewed her account and discovered the
following timeline of events.
·        
On
January 11, 2016, Ms. [redacted] contacted our customer service department and
advised that she was at the Tennessee DMV (“DMV”) and was having trouble
renewing her license plate. She advised our associate that a retitling request
(customer moved from AR to TN) was mailed to CarMax Auto Finance (“CAF”) on
December 23, 2014. We have no record of such request. During the conversation, it
became clear that Ms. [redacted]’s retitling request was actually sent to the corporate
office address for CarMax Auto Superstores, Inc. in Richmond, Virginia, rather
than CAF, which is located in Kennesaw, Georgia. The correct mailing address
was provided to Ms. [redacted] so she could resubmit the request.
·        
On
January 18, 2016, we received a corrected retitling request, processed it, and
mailed it.
·        
The
next day, we advised Ms. [redacted] that the request had been properly received
and processed and that the paperwork had been sent to the DMV. She was unhappy
that the paperwork had not been sent via overnight mail. It was explained that
the address to the DMV was a P.O. Box.  The
overnight carrier does not allow delivery to a P.O. Box.
·        
On
January 25, 2016, Ms. [redacted] submitted this complaint.
·        
February
2, 2016, we received a duplicate retitling request on Ms. [redacted]’s account, which
is the day we confirmed with the DMV a new title had been processed.
The
retitling process in the state of Tennessee is a customer initiated process and
once CAF received Ms. [redacted]’s retitling request we worked diligently to get
it resolved for her as quickly as possible. If you need additional information regarding the
above, please do not hesitate to contact Sarah Edmondson at 770-792-4750,
extension [redacted]
Sincerely,
 
Brent [redacted]
Operational Compliance
Manager
CarMax Auto Finance
Copy:
[redacted]

Thank you for forwarding the...

complaint
dated August 22, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] (“CarMax”) on or about March 24, 2017. In the
complaint, Miss [redacted] describes service concerns with the Vehicle and requests
that CarMax complete repairs on the Vehicle.
 
In the complaint, Miss [redacted] states
that within two weeks of purchasing the Vehicle it began to shake and ride
differently at low fuel levels. On or around May 5, 2017, Miss [redacted] brought
the vehicle to CarMax for service. During this visit, CarMax diagnosed an
illuminated brake fluid light and check engine. To resolve these concerns, the
Vehicle’s fuel tank valve was replaced and the brake fluid was serviced. CarMax
has no record of a drivability concern noted at the time of this appointment.
 
On or around August 22, 2017, Miss
[redacted] scheduled a service appointment for August 30, 2017. At this time, Miss
[redacted] was informed that CarMax repairs are covered by a 6-month 6,000-mile
warranty and if the current concerns were related to the repairs completed in
May, they would be covered under the warranty. On or around August 30, 2017,
CarMax diagnosed two bad ignition coils causing misfires on two cylinders. Codes
related to the bad ignition coils were not present during the May service
appointment. CarMax also advised Miss [redacted] that the ignition coils needed to
be replaced prior to completing additional diagnosis into the drivability
concern. Miss [redacted] then informed CarMax that she wished to pick up her
vehicle and bring it to a [redacted]-authorized repair facility for further diagnosis
and repairs. CarMax has not heard back from Miss [redacted] after she picked up her
vehicle on August 30, 2017.
 
CarMax appreciates the opportunity to
respond to this complaint and to resolve Mr. [redacted] concerns. Please contact
me at ([redacted]) [redacted], extension [redacted], with any questions you may have.
Sincerely,
Jennifer L[redacted]
Analyst, Executive Response Team

I could contact the bank for a copy of the check to the warranty group but this shows all the information that should have been needed to process my request. Also include the incorrect cancellation

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.
I never spoke to anyone at Car Max named Mr Kamala W[redacted] and told this person I was satisfied with the repairs of car. I actually spoke with the service department in regards to my concerns several times and the concerns were never addressed. I was told I would be contacted by the service manager and never received a response to my complaint.  I told the service department several times I was unhappy with the repairs and the fact the car had to be continued to be returned to the service department for major repairs over 5 times and I was not able to drive the car for several weeks and concerned about the fact the car was supposed to pass a 20 point inspection but has continued to have service repair issues. I told the service department the car should have not been on lot due to the amount of repairs is had to go through. The car is still in terrible condition and in need of repairs. Therefor, I did not want to the car and continue to have to bring the car to the service department for repairs the at my expense due to the service department stating to me the warranty was up on car and I would have to pay out of pocket for any further repairs. I still am asking Car Max to take the car back and offer a transfer to another vehicle or return money put down and payments made on the car. Thank You.
Regards,[redacted]