Bastian Roofing, Inc.

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

[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]

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]

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 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 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

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

[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]

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

October
25th, 2016
[redacted], Operations [redacted] 
RE: [redacted]
(VIN: [redacted] the “Vehicle”)
Dear Mrs.
[redacted],
            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 September 23rd,
2016. In
her complaint, Ms. [redacted] requested that CarMax replace the remaining three
tires on the Vehicle.
            At the time of sale, CarMax agreed to replace the left
front tire after learning of Ms. [redacted] concerns about the condition of that
tire. After this was completed, Ms. [redacted] returned the following day stating
that CarMax agreed to replace all four tires on the Vehicle. CarMax has no
record of mentioning that all four tires would be replaced. However, CarMax did
inspect the tires with Ms. [redacted] husband on or about October 12th,
2016, per their request. During that inspection, CarMax and Mr. [redacted] agreed
that the rear tires were in satisfactory condition and did not need replacement.
CarMax did replace the right front tire per Mr. and Mrs. [redacted] request.
            CarMax has received no further communication from Mr. or
Mrs. [redacted] since this visit. CarMax will not be participating in any
additional settlement requested by Mr. or Mrs. [redacted] regarding the tires of
the Vehicle.
            In the event that Ms. [redacted] has any further questions,
she is welcomed to contact me at [redacted], ext. [redacted].
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.
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]

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

CarMax of Dayton, OH (“CarMax”) on August 31st, 2015. In his complaint, Mr. [redacted] requested that CarMax guarantee that the Vehicle was not flood damaged at the time of sale.  Conversely, if CarMax is unable to guarantee this, Mr. [redacted] requested for CarMax to eplace the tailgate component of the Vehicle, which contained rust.After Mr. [redacted] purchase, CarMax  replaced  his driver and passenger side window motor – under the terms of CarMax’s 30-Day Limited Warranty. CarMax had no contact with Mr. [redacted] until on or about June 29th, 2016, when Mr. [redacted] mentioned the repair concerns listed above. At that time, CarMax completed an inspection of the Vehicle and found no existing signs of  flood damage. In addition, CarMax sent the Vehicle to a third-party vendor ([redacted]”), who completed a diagnosis and determined that a sanding of the rust would address his concern.In an effort of customer service, CarMax offered to have these repairs completed at [redacted], or a vendor of Mr. [redacted] choosing, at no cost to him.  Mr. [redacted] declined CarMax of Dayton’s offer and contacted myself in CarMax’s Customer Relations Department on or about August 15, 2016.  CarMax’s Customer Relations Department is continuing to research this matter for Mr. [redacted] and will continue to stay in communication with him regarding any new updates. Therefore, based on the above, CarMax is unable to make any offers at this time, as it pertains to his requested settlement. Mr. [redacted] is welcomed to contact me at [redacted], ext. [redacted] with any additional questions or concerns that he may haveThank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]
Analyst,
CarMax Customer Relations

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]

[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]

Dear Mrs. [redacted]: Thank you for forwarding the complaint dated July 25, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about December 15, 2014.  In the complaint, Ms. [redacted] states that she’s encountered several mechanical...

concerns with the Vehicle since purchase and is, therefore, requesting that CarMax allow her the ability to return the Vehicle – absorbing any amount of negative equity that remains.CarMax’s records indicate that CarMax of [redacted]’s Operations Manager, A[redacted], spoke with Ms. [redacted] on or about August 10, 2017 pertaining to this matter and had offered to pay off the balance of the loan. It’s CarMax’s understanding that Ms. [redacted] was satisfied with this offer and had requested to have two additional vehicles transferred in for review (in an effort to purchase).  These vehicles are scheduled to arrive at CarMax of [redacted] during the week of August 14, 2017.Should Ms. [redacted] have any additional questions or concerns regarding this matter, she is encouraged to stay in communication with either Operations Manager, A[redacted], or her Sales Consultant, [redacted]CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.Sincerely,[redacted]Analyst II, Executive Response Team

March 2, 2017[redacted]Re: [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] I am writing in response to your letter dated February 6, 2017, wherein you forwarded a complaint from Mrs. [redacted] regarding the Vehicle traded in...

at the CarMax store located in [redacted] (“CarMax”) on or about January 15, 2017.  Mrs. [redacted] states that after CarMax paid off the Vehicle’s auto loan with [redacted] (the “Lienholder”), she was later contacted by them and informed that there was a remaining balance on the account in the amount of $[redacted].  Mrs. [redacted] does not request a desired resolution in the complaint but asks that CarMax find a fair resolution to resolve this matter.  Records indicate that CarMax appraised the Vehicle for $[redacted].00 on or around January 15, 2017; which would leave her with positive equity in the amount of $[redacted].00 (after CarMax paid her Lienholder $[redacted].00 to satisfy the remaining balance of the loan).  After providing Mrs. [redacted] with this information, she elected to sell the Vehicle to CarMax the same day.  However, following the acceptance of this offer, Mrs. [redacted] states that her Lienholder advised her that there was a remaining balance of $[redacted] on her [redacted] auto loan account.In researching this matter further, CarMax discovered that while they had received an estimated payoff in the amount of $[redacted].00 (at the time of purchase), the actual payoff for the Vehicle was $[redacted].00.  Therefore, CarMax sent an ACH payment to her Lienholder in the amount of $[redacted].00, leaving a remaining balance on the account of $[redacted] (of which included a payment of $[redacted] that had recently been stopped by Mrs. [redacted]).  As a gesture of customer service, CarMax paid her Lienholder the $[redacted] to satisfy the balance of the loan and applied the outstanding balance of $[redacted] to the back-end of her new auto loan with CarMax Auto Finance.CarMax appreciates the opportunity to respond and finds the gesture of customer service the resolution to this complaint.  Mrs. [redacted] may contact me at [redacted] ext. [redacted] if she has any additional questions or concerns.Sincerely,Nekia W[redacted]Analyst, Executive Response Team

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]

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: [email protected].
Regards,
[redacted]