Bastian Roofing, Inc.

August 28,
2015
 
 
 
Revdex.com Serving
Central Virginia, Inc.
720
Moorefield Park Drive
Suite 300
Richmond,
VA 23236
 
RE:      Consumer
Complaint of [redacted]...

[redacted]
 
Dear
Sir/Madam:
 
Thank
you for sharing [redacted] complaint and providing us the opportunity
to respond. Ms. [redacted] indicates in her complaint that the [redacted]
(Vehicle) she purchased from CarMax Auto Superstores (our Dealer Affiliate) was
defective and overpriced, and that since she returned the Vehicle to our Dealer
Affiliate she has been receiving harassing phone calls from us.  We will attempt to address each concern
below.
 
Vehicle Condition and
Pricing
 
Upon
receipt of Ms. [redacted]’s complaint, we reached out to our Dealer Affiliate
to obtain information regarding the Vehicle’s purchase and service history. The
records obtained reflect the following:
§  On November 20, 2014
Ms. [redacted] financed the purchase of the Vehicle from our Dealer
Affiliate.  Ms. [redacted] and our Dealer
Affiliate executed a retail installment sale contract (Contract), which was
subsequently purchased by and assigned to us – CarMax Auto Finance.
§  On
July 14, 2015 (almost 8 months after the purchase) Ms. [redacted] returned the
Vehicle to our Dealer Affiliate.  Our
Dealer Affiliate has no record showing that before Ms. [redacted] returned the
Vehicle she contacted them to report that she was having concerns with the
condition of the Vehicle.  More
importantly, when Ms. [redacted] returned the Vehicle she did not inform our
Dealer Affiliate that she was returning the Vehicle because she had concerns
with its condition.
Our
Dealer Affiliate would have looked into Ms. [redacted]’s concerns had she given
them the opportunity to do so.  Our
Dealer Affiliate prides itself in providing a transparent and customer-friendly
retail experience.  For example, any
vehicle purchased can be returned within 5 days with no questions asked and at
no cost to the customer.  In addition, our
Dealer Affiliate provides a limited 30-day warranty on any used vehicle
purchase.  This means that within the
first 30 days of purchase, our Dealer Affiliate would remedy – at no cost to
the customer – any breakdown issue identified. 
Also note that the Vehicle was still covered under the factory warranty
when Ms. [redacted] returned it to our Dealer Affiliate. 
As
part of our investigation into Ms. [redacted]’s complaint, we asked our Dealer
Affiliate to look into Ms. [redacted]’s concern – the Vehicle’s windshield
leaking.  Our Dealer Affiliate informed
us that they were unable to duplicate Ms. [redacted]’s concern. 
Regarding
the sale price of the Vehicle, please know that our Dealer Affiliate is the largest used car
retailer in the nation, and it has learned over the years how to determine a
fair price and therefore offer competitive pricing.  Our Dealer Affiliate’s vehicle prices are not
negotiable, however – as earlier noted- any vehicle purchased can be returned within
5 days with no questions asked and at no cost to the customer.  This policy gives customers – such as Ms. [redacted]
- the opportunity to evaluate if they got a fair deal even after purchasing a
vehicle.
 
Harassing Phone Calls
 
Ms.
[redacted] states that after she returned the Vehicle she started receiving harassing
phone calls from us.  The purpose of our
phone calls was to discuss Ms. [redacted]’s return of the Vehicle, and offer
her the opportunity to reinstate the Contract and take back possession of the
Vehicle.  We are sorry that Ms.
[redacted] perceived our attempts to contact her as harassing.  We have updated our records to ensure that Ms.
[redacted] will no longer receive further telephone calls from us.  We, however, remain
open to allowing Ms. [redacted] reinstate the Contract and recover the
Vehicle.  If Ms. [redacted] is interested
in this reinstatement opportunity, she should please contact me directly at
[redacted], extension [redacted].
 
Again, thank you for bringing this matter to our attention and
affording us the opportunity to respond.  If you have any questions or concerns, please
feel free to contact me at the number above. 
 
Sincerely,
 
 
[redacted]
Paralegal
CarMax
Auto Finance
 
Copy:
[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.]  I was not given a new payment option.  I will not deal with carmax again .
I may take legal counsel in this matter and my husband is a co signer and they never gave him an option either.
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]( for the warranty to be reset for 30 days), 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]

December 14, 2015[redacted], Operations Supervisor720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted]Complaint ID [redacted]2015 Ford F250 (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing you in response to your letter dated December 8, 2015, wherein...

you forwarded a complaint from Mr. Clifton [redacted] regarding the Vehicle purchased from the CarMax store located in Gainesville, Florida (“CarMax”) on or about October 19, 2015.  CarMax’s records indicate that they have been in communication with Mr. [redacted] regarding his concern and has been advised that Mr. [redacted] will return the Vehicle to CarMax on or about Tuesday, December 15, 2015.  Once the Vehicle has been returned, CarMax will mail Mr. [redacted] a refund check for his down payment (in the amount of $8,000) within 7 - 10 business days.  If Mr. [redacted] fails to receive this refund check in the mail within this timeframe, CarMax encourages him to contact the Business Office at (352)371-2792 ext. [redacted].CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Please contact me at (804)747-0422 extension [redacted] with any questions you may have.Sincerely,Nekia W[redacted]

May 24, 2017 
RE: [redacted]
[redacted] (the “Vehicle”), VIN:...

[redacted] Thank you for forwarding the
complaint received in your office from [redacted].  In the complaint, Mr. [redacted] states that the
CarMax store in [redacted] (“CarMax”) sent a refund for his cancelled extended
service plan to the lienholder of the previous policy holder, instead of
himself.  Mr. [redacted] requests that
the refund be reissued to him as the current policy holder.
 
When Mr. [redacted] purchased the
Vehicle from a third party, it included an extended service plan which was
originally sold by CarMax.  Upon wishing
to cancel this plan, Mr. [redacted] contacted CarMax, on or about April 24,
2017, to provide the necessary documentation to process the cancellation.  Despite Mr. [redacted] providing appropriate
documentation, the cancellation was processed in the name of the extended
service plan’s original policy holder and a pro rata refund was issued to the
corresponding auto loan.
 
Upon receiving Mr. [redacted]’
complaint, CarMax has contacted the appropriate business partners to have a pro
rata refund issued to Mr. [redacted]. 
This refund will be sent in the form of a check and will be mailed to
the address that Mr. [redacted] provided during his initial request.  The check should arrive within 14 business
days from today’s date.  CarMax
appreciates the opportunity to respond to this complaint and if there are any
additional questions, please contact me at [redacted], extension [redacted].
 
Sincerely,
Cristen P[redacted]
CarMax Customer Relations

August 25th, 2016[redacted]RE: [redacted]            Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding his purchase of the Vehicle from CarMax of...

Los Angeles, CA (“CarMax”) on October 8th, 2015. At the time of purchase, Mr. [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 his complaint, Mr. [redacted] requested that CarMax address repair the Vehicle's current concerns at no cost to him or for the cost for these repairs to be completed elsewhere.        CarMax spoke with Mr. [redacted] on or about August 18th, 2016, regarding his request to repair or replace the water pump and thermostat. During that conversation, CarMax advised Mr. [redacted] that these repairs may be covered under the terms of his ESP. CarMax also spoke with the repair facility who agreed to submit a claim through Mr. [redacted]’s ESP provider. CarMax has had no further communication with Mr. [redacted] since this conversation, but would be glad to discuss any remaining concerns that he has at [redacted]Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]Analyst, CarMax 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]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and I 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]

May 9, 2017 
RE: [redacted]
[redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint received in your
office from [redacted], regarding the Vehicle purchased July 14, 2016 at the
CarMax store in Torrance, CA (“CarMax”). 
In...

the complaint, Mr. [redacted] states ongoing concerns related to his
shocks and Hybrid battery and he requests that CarMax refund all monies that he
has spent on the Vehicle.
 
On or about August 12, 2016, Mr. [redacted] brought the Vehicle
to CarMax stating that the Vehicle was rattling.  CarMax diagnosed the exhaust pipe support bar
as being bent.  CarMax then repaired the
Vehicle at no cost to Mr. [redacted] under CarMax’s 30-Day Warranty. 
 
Mr. [redacted] brought the Vehicle to Carmax and had it
appraised twice between January 14, 2017 and January 28, 2017.  The appraisal offer presented to Mr. [redacted] did not change between visits and positively took into account that it was a
previous CarMax vehicle. 
 
On or about March 14, 2017, after receiving the second
appraisal offer, Mr. [redacted] reached out to the Customer Relations Department
and spoke with Crystal regarding the shocks and Hybrid battery in his Vehicle.  On or about March 15, 2017, Mr. [redacted] spoke
with CarMax management, who informed him that Hybrid batteries and shocks are
considered wear and tear items and repairs would be his responsibility.  Additionally, the 100,000/8-year warranty on
his Hybrid Battery had expired.  In an
effort to assist, CarMax facilitated an appointment for Mr. [redacted] at a trusted
vendor specializing in Hybrid components for diagnosis and pricing.  As a gesture of good will, Mr. [redacted] was
provided with a loaner vehicle at no cost to him and all diagnosis fees were waived.
 
CarMax appreciates the opportunity to respond to this
complaint.  Because shocks and batteries
are considered wear and tear items, as well as the length of ownership and
mileage driven, CarMax will not be participating in the desired
settlement. 
 
Please contact me at [redacted], extension [redacted], with
any questions you may have.
 
Sincerely,
Cristen P[redacted]
CarMax Customer Relations

December 18, 2015[redacted], Operations Supervisor Re: [redacted]Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted]Dear Ms. [redacted]: This will confirm our receipt and review of Mr. [redacted]’ complaint regarding the Vehicle purchased from the CarMax store...

located in White Marsh, Maryland (“CarMax”) on or about November 22, 2014.Mr. [redacted] alleges that a check was issued to his spouse and later cancelled by CarMax as part of the purchase transaction for the Vehicle. Mr. [redacted] requests that CarMax provide a refund for bank fees incurred as a result of the check cancellation and an explanation of why the cancellation occurred.CarMax’s records reflect that Mr. [redacted] has recently been in contact with CarMax Auto Finance on or about December 7, 2015 to discuss his concerns. Mr. [redacted] was informed that a refund of $476.34 would be issued which includes both the original check amount and the bank fees incurred by Mr. [redacted]’ spouse. It is our understanding that the aforementioned refund check was mailed via FedEx to Mr. [redacted] on or about December 14, 2015.Thank you for bringing Mr. [redacted]' complaint to our attention and providing us an opportunity to respond.  Please contact me at (800)519-1511, extension [redacted], with any questions you may have.Sincerely,Kristina S[redacted]Analyst, Customer Relations

Dear Sir/Madam:
Thank you for sharing Mrs. [redacted] complaint and...

providing
us with an opportunity to respond.  Mrs. [redacted] alleges that we
misinformed her that her credit applications would result in soft, and not
hard, inquiries on her credit file, and that such inquiries have harmed her
credit score by over 15 points.  Accordingly, Mrs. [redacted] seeks damages
and the removal of the inquiries.  Based on a review of our records and an
interview of the sales associate referenced in the complaint, we conclude that
Mrs. [redacted]’* allegations are without merit.
On January 7, 2017, Mrs. [redacted] visited our store in [redacted]
expressing interest in financing the purchase of a [redacted] (the
“Vehicle”).  Mrs. [redacted] then proceeded to submit 2 separate credit
applications on the vehicle – (1) jointly with [redacted] and then (2)
individually.  Despite offers (from multiple finance sources) on each
application, Mrs. [redacted] did not purchase the Vehicle. 
Prior to submitting each application, Mrs. [redacted] reviewed and
agreed to our Credit Application Terms and Conditions (“Consent Form”)
authorizing us and each of our finance sources to “use your credit reports and
verify your application information.” (Mrs. [redacted]’s Consent Forms are
attached for reference.)  There is no reference in the Consent Form that
the inquiries will be soft and our sales associate disagrees with Mrs. [redacted]’s
allegations.  Further, to the extent Mrs. [redacted] received immediate
inquiry alerts on her cell phone from her first application, she nevertheless
proceeded to submit a second application shortly thereafter. 
Lastly, with respect to Mrs. [redacted]’s allegation that the
inquiries reduced her credit score by 15 points, we encourage Mrs. [redacted] to
review [redacted] FAQs on this topic which can be found at: [redacted].
These FAQs explain that multiple inquiries for the purchase of a financial
product (e.g., an auto loan) within a short period of time such as 14 days is
treated as a single inquiry and have little to no negative impact on a credit
score.  This is consistent with an explanation provided by the Consumer
Financial Protection Bureau, which can be found at: https://www.consumerfinance.gov/[redacted]/can-shopping-loan-have-effect-my-cred...⇄ /> If Mrs. [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 Mrs. [redacted]’s 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

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 have NOT received any payment from Carmax.  The offer says they mailed a check January 16.  I have not received any correspondence or payment from them.  I would be happy to accept the check and resolve this complaint, but I have not received anything.
Regards,
[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.]I did not have vehicle for first 5 days so how could I return the vehicle?Carmax has the vehicle for first 11 days and as soon as I got vehicle back after 1st repair  I have been trying ti return vehcile but Carmax has been saying the same thing that I can return vehicle in first 5 days but I did not have vehicle for 5 days. Carmax had vehicle for first 11 days.  Please review my 1st complaint carefully. All the dates are mentioned in my 1st complaint that when officially I got my vehicle. 
Regards,
[redacted]

Dear Sir/Madam: Thank you for sharing Ms. [redacted] complaint and providing us with the opportunity to respond. Ms. [redacted] was concerned about the processing time for her insurance check and wanted to ensure it was expedited so her account did not incur any late fees. We are...

happy to inform you that this matter has been resolved and her account is closed. Our records indicate that [redacted] contacted us on December 21, 2017 to notify us Ms. [redacted] vehicle was involved in a total loss accident on December 11, 2017. At that time, we provided [redacted] the payoff amount and address for where the payoff was to be sent. On January 22, 2018, we received a call from [redacted] 
[redacted] following up on Ms. [redacted] account. We informed them that we had not yet received the payoff check. We received subsequent calls from [redacted] on February 23, 2018 and March 8, 2018, requesting the title. We repeatedly informed them that we still had not received the check. After two months of being advised we had not received the payoff, [redacted] informed us they would reissue the payoff which we received on March 14, 2018, in the amount of $[redacted]. This amount was applied to the account and no late fees were incurred by Ms. [redacted]. We spoke to Ms. [redacted] on March 16, 2018 and informed her that there was a 5-day hold to process the check and the release of the title could take up to 5 weeks based on processing times with the [redacted]. The title was released on March 23, 2018. A refund check in the amount of $[redacted] has been sent to Ms. [redacted] for overpayment on her account. Thank you, again, for bringing Ms. [redacted] 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 770-792-4750 ext: [redacted] or by email at [redacted] [redacted] Sincerely, Jennifer A[redacted]

February
2, 2017
[redacted]
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: [redacted]
[redacted], VIN: [redacted] (“the Vehicle”)
Dear
Mrs. [redacted],
Thank
you for forwarding the complaint received in your office from...

Mrs. [redacted]
regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on November
15, 2014. In the complaint, Mrs. [redacted] claims that CarMax damaged the Vehicle’s
fuse box during a service visit and that this damage has resulted in other
service concerns with the Vehicle. Mrs. [redacted] requests that CarMax exchange the
Vehicle for a different vehicle.
As
Mrs. [redacted] states in her complaint, she submitted a complaint to the [redacted] on or around November 8, 2016.  Mrs. [redacted] complaint implied that CarMax may
have damaged her fuse box.  CarMax denies
this; however, as a gesture of good will, CarMax agreed to reimburse Ms. [redacted] half of the cost to repair the fuse box only. 
CarMax is happy to provide a copy of the complaint and response if
requested.
On
or around January 10, 2017, Mrs. [redacted] called CarMax Customer Relations in
regards to the repairs needed on the Vehicle. 
CarMax contacted the [redacted] dealership which was working on the Vehicle
and learned that a [redacted] field engineer had inspected the Vehicle,
concluding that the damage to the Vehicle was the result of a lighting
strike.  Upon learning this, CarMax
encouraged Mrs. [redacted] to resubmit a claim through her auto insurance, providing
them with this new information about the engineer’s findings.
As
CarMax is not responsible for damage caused by a weather event, CarMax declines
Mrs. [redacted] request to exchange the Vehicle. 
CarMax is confident that resubmitting a claim to her auto insurance is
the best next step for Mrs. [redacted] to take in order to resolve her concern.  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

[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 2, 2015
 
[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond,
Virginia...

23236
 
Re: [redacted]
Complaint ID [redacted]
[redacted]
 
[redacted]
 
Thank you for forwarding the
complaint dated June 16, 2015 regarding the Vehicle purchased from the
CarMax store located in [redacted] (“CarMax”) on or about June 26, 2011.  Ms. [redacted] requested in the desired
settlement for CarMax to re-appraise the Vehicle and make her a higher offer that
includes previous repair expenses, or for CarMax to reimburse her $4,070.35 for
the cost that she recently paid to repair the Vehicle.
The Vehicle was brought back to CarMax on numerous occasions
between the dates of August 2, 2011 and November 8, 2012 to diagnose several
concerns including an air conditioner and/or check engine light concern.  CarMax’s records indicate that the Vehicle was
not seen in 2013, but was later brought back in for service on or about
February 13, 2014 to diagnose an axle shaft concern.
Due to CarMax not having seen the Vehicle since 2014, CarMax is
declining the settlement as set forth in the complaint.  However, CarMax encourages Ms. [redacted] to
visit a CarMax nearest her if she would like to have the Vehicle repaired or
reappraised for the current market value.
CarMax would understand
if Ms. [redacted] chooses another avenue for the marketing and sale of the Vehicle
as she is under no obligation to sell the Vehicle to CarMax.
 
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,
 
[redacted]
[redacted]

November 20, 2015[redacted],
Operations Supervisor                              720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]...

[redacted]Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]Dear Ms. [redacted]:                                  �...⇄ Thank you for forwarding the complaint dated November 5, 2015 regarding
the Vehicle purchased from the CarMax store located in Sterling, Virginia (“CarMax”)
on or about July 8, 2013.In this complaint, Mrs. [redacted] cites issues with the Vehicle’s
radio system, and requests that CarMax fix or replace the component.  CarMax’s records indicate that the service
department worked with vendor specialist Sound Solutions to diagnose the
Vehicle’s radio on or about November 12, 2015 at no cost to Mrs. [redacted].  The diagnostic report states that Sound
Solutions was unable to duplicate any intermittent radio disturbances.  CarMax’s records also indicate that the
service department assisted by replacing the radio component at no cost to Mrs.
[redacted], and that the repair was completed on or about November 20, 2015.  Service records state that CarMax coordinated
the re-programming of the new unit with the Vehicle’s manufacturer,
Mercedes-Benz, to ensure the radio would have full functionality for Mrs.
[redacted].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, 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.Per the lender the paperwork we was submitted to Car Max but Car Max failed to send it back in a timely manner. Car Max also failed to submit over the title documents so the within the 15 day grace period so the lender told Car Max I would need to re run credit because the offer expired. Car Max also re ran my credit as well as I had reapply with the lender to resolve the issue. This hurt my credit score and as a result I not able to move because my credit score has dropped. Car Max offered a $** gift certificate. That’s not acceptable and it doesn’t excuse the fact Car Max lost the my loan paperwork. Car Max has it still and has not responded yet to say where or who has my paperwork.
Regards,
[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.
The "goodwill" offer of appraisal was far below the original sale price of the vehicle.  The "goodwill" of diagnosing concerns was guaranteed to have been thoroughly inspected prior to sale.  Therefore, the attempts to deal with the complaint, which resulted in many hours of lost work on my part, were insufficient recovery methods which fell short of the original guarantee, which was given orally.  It is not tenable to give insufficient services and then make unfavorable adjustments, and deem it "goodwill".  "Goodwill" is therefore a term being used in this complaint to undermine the efforts of the Revdex.com and should not be taken as genuine or adequate.
Regards,
[redacted]