Bastian Roofing, Inc.

September 30,
*** ***
Operations Supervisor Re: *** ***
Complaint ID: ***
*** *** (the “Vehicle”),
VIN:
***
Dear Ms***:
Thank you for forwarding the complaint dated September 15, regarding
the Vehicle purchased from the CarMax store located in ***, *** *** (“CarMax”) on or about July 31,
In the complaint, Ms*** describes concerns with the mechanical
quality of the Vehicle, as well as the next steps presented by CarMax for
getting her daughter into a comparable carShe requests that CarMax replace
the Vehicle for her daughter, without requiring any changes to her financing or
accounting for any depreciated value of the Vehicle in the process
CarMax’s records indicate Ms***’s daughter brought the Vehicle to the
service center on or about August 25, 2016, concerned with the Vehicle not
startingService notes state that the Vehicle was diagnosed during this visit
At the time of this visit, CarMax also replaced the battery and
the positive battery cable at no cost to Ms***’s daughterThe Vehicle
returned to the service center on or about September 7, for further
diagnostic testing of the starting and charging system; however, the issues
were unable to be duplicated at that timeCarMax’s records state that the
Vehicle returned to the service center on or about September 14, 2016, and
CarMax replaced the Vehicle’s mass air flow sensor at no cost to Ms***’s
daughter
Ms***’s daughter first spoke with a member of CarMax’s
Customer Relations team on or about September 16, regarding concerns with
the mechanical quality of the Vehicle, in addition to financing options to get
into a different vehicleCarMax ***’s Location General Manager talked
with Ms***’s daughter on or about September 18, 2016, at which time she
shared that she wished to have the Vehicle repaired
While the Vehicle returned to CarMax on or about September 21,
for additional diagnostic testing with the starting and charging system,
the concerns were again unable to be duplicatedCarMax assisted with repairs
to the driver side front door for damage that took place while the Vehicle was
parked at CarMax on or about September 23, 2016, at no cost to Ms***’s
daughter
As a result of the difficulty duplicating the issue with the starting and
charging system, CarMax sublet the Vehicle to a dealer service center for
additional testing on or about September 30, (after notifying Ms***’s
daughter)As of September 30, 2016, CarMax is maintaining communication with
the dealer service center regarding the diagnostic testing and necessary
repairs for the VehicleCarMax is committed to providing Ms***’s daughter updates
regarding the Vehicle as they’re available, and is actively working to address
her concerns
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800)519-1511, extension ***,
with any questions you may have
Sincerely,
Kristina S***
Analyst, Executive Response Team

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was specifically told by carmax employee who ran my credit and assisted with loan application process that’s once application ran for financing directly to carmax and approved through carmax directly there would be no need to run credit for financing through other lendersThis was information and misleading to customers , and has a great impact on customers credit due to being given information to gain a saleVery disappointing
Regards,*** ***

September 29,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** *** ***
Complaint ID ***
*** *** *** *** *** *** ***
Dear Mrs***:
I am writing
in response to your letter dated September 9, 2015, wherein you forwarded a
complaint from Mr*** *** regarding the Vehicle purchased from the store
located in Lexington, Kentucky (“CarMax”) on or about March 9,
CarMax had not previously been made aware of
Mr*** concerns until the receipt of this complaint. However, in response, CarMax’s Location
General Manager, *** ***, attempted to reach Mr*** by phone on
or about September 20, and on or about September 23, to address his
concerns. *** left messages on
Mr*** voicemail on both occasions and has yet to receive a return call
from him. If MrSexton would like to
connect further with *** *** he can reach him at *** extension ***
CarMax has also researched Mr*** claim regarding
not being informed about the door latch recall and found that this recall was
not reported on the AutoCheck Vehicle History Report at the time of sale or
anytime thereafter. Further research,
however, indicates that this recall was not released by the manufacturer until after
the Vehicle had been purchased from CarMax
In addition, CarMax’s records indicate the
Vehicle was priced fairly at the time of sale and would like to invite Mr
Sexton to visit the CarMax nearest him if he would like to have the Vehicle
appraised by CarMax at the current market value
CarMax appreciates the opportunity to respond
to this complaint
Please contact me at *** extension *** with any
questions you may have
Sincerely,
*** ***
*** *** *** ***

October 2,
*** *** *** ***
Moorefield Park Drive, Suite
Richmond, Virginia
*** *** ***
Complaint ID: ***
*** *** *** *** *** *** ***
Dear Ms***:
Thank you for forwarding the complaint dated September 19, regarding
the Vehicle purchased from the CarMax store located in Laurel, Maryland (“CarMax”)
on or about February 18,
CarMax’s records indicate that Mr*** was issued a refund of $for his MaxCare extended service plan deductible
on or about September 2015. CarMax’s
records also indicate the refund was issued in the form of cash and was
presented to Mr*** in person
CarMax appreciates the opportunity to respond to this complaint
Please contact me at *** extension *** with any questions you may have
Sincerely,
*** ***
Analyst, Customer Relations

May
19,
Via Electronic Mail
*** ***, Operations Team
Leader
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
Re: *** *** ***
Dear Ms***:
I am
writing in response to your letter which forwarded the complaint of *** *** *** On January 30, 2015, Ms***
purchased a *** *** ***, VIN *** (the “Vehicle”), at the CarMax
of Duarte, CA In her complaint, Ms***
is requesting CarMax correct the DMV release of liability and replace two tires
or pay her $
Ms
*** sold the Vehicle to CarMax on 1/30/15.
CarMax sent the Release of Liability to the DMV in Sacramento, CA. DMV processed the request by 2/10/to
reflect that CarMax had purchased the Vehicle.
Ms*** can contact CarMax of Duarte to assist with the tickets that
she received after the sale of her vehicle
On
2/9/Ms*** brought the Vehicle to CarMax for hub cap installation. At that time Ms*** stated that two tires
were not safe and needed replacement.
CarMax inspected the tires and informed Ms*** that the tire tread
measured twice the state’s discard requirement.
As goodwill gesture CarMax offered to sell Ms*** tires at our cost
of $for each tire. Ms***
declined that offer
CarMax
declines Ms***’s request as set forth in her complaint. CarMax appreciates the opportunity to
respond to this complaintThe offer for the tires at cost is still available. If you have any questions, please call me at
(800)519-1511, ext
Sincerely,
*** ***
Customer Relations Analyst

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

December 21,
*** ***,
Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Complaint ID: ***
*** *** *** (the “Vehicle”),
VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated December 10, regarding
the Vehicle purchased from the CarMax store located in Colorado Springs,
Colorado (“CarMax”) on or about July 10,
In her complaint, Mrs*** describes mechanical issues with the
Vehicle and requests that CarMax cover the cost of the repairs
CarMax’s records indicate that Mrs*** and her relative Jesse
*** have been in contact with Customer Relations and associates at the White
Marsh location regarding mechanical concerns with the VehicleService records
state that CarMax requested that Mror Mrs*** submit repair documentation
from *** for review on or about December 11, CarMax’s records indicate
the repair documents have not yet been received as requested
CarMax encourages Mrs*** to submit the documentation from the
*** repair dealership to allow the service team to continue to address her
concerns
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800)519-extension ***
with any questions you may have
Sincerely,
Kristina S***
Analyst, Customer Relations

March, 29,
Re: *** *** ***
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Complaint ID: ***
*** *** *** (the “Vehicle”),
VIN: ***
Thank you for forwarding the complaint dated March 24, 2017, regarding
the Vehicle purchased from the CarMax store located in *** *** *** (“CarMax”)
on or about December 30,
In the complaint, Ms*** states that the Vehicle has had
several issues since the date of purchaseMs*** shared that the Vehicle
is currently in need of a new water pump and repair for an oil leak, as well as
a transmission replacement (due to the presence of metal in the transmission
fluid)Ms*** requests that CarMax address these concerns at no cost to
her, as she states that she believes CarMax did not inspect the Vehicle before
purchase
CarMax’s records indicate that the Vehicle was inspected on two
occasions prior to purchase to include: on or about November 11, 2015, by the
CarMax in *** ***, and on or about December 12, 2015, by the CarMax
in *** *** ***
CarMax has not had the opportunity to address the Vehicle’s
current concerns, and has not seen the Vehicle since on or about July 18, (for
repairs related to an ignition concern)Ms*** did, however, reach out to
CarMax’s service department during the month of March At this time, CarMax
verified *** diagnostic report, recommending replacement of the
transmission and confirming that there is nothing to demonstrate the root cause
of how the metal began to contaminate the transmission fluid
CarMax is confident in the inspection(s) performed prior to Ms
*** purchase of the VehicleDue to Ms*** being outside of her 30-Day
Limited Warranty period and not having purchased a MaxCare extended service
plan, CarMax will not be participating in the resolution that she seeksCarMax
is currently working with Ms*** to gather further information about the
current condition of the Vehicle in order to determine any options of
assistance available at this time
Ms*** is encouraged to continue working with myself and the
CarMax Service Department as we continue to research the Vehicle’s concerns further
CarMax appreciates the opportunity to respond to this complaint
Please contact me at *** extension ***,
with any questions you may haveSincerely,
Gabrielle P***
Analyst, Executive Response Team

July 19,
*** *** *** *** Re: *** ***
Complaint ID: ***
*** *** *** *** *** *** *** ***
Thank you for forwarding the complaint dated July 6, regarding
the Vehicle purchased from the CarMax store located in ***, *** (“CarMax”)
on or about April 24,
In the complaint Ms*** describes concerns with the Vehicle’s
battery and alternator and requests that CarMax reimburse the repair expenses,
as previously offered
CarMax’s records indicate that the reimbursement request was
received from Ms*** on or about May 10, It’s noted that the Service
Manager, Joe, requested additional information from Ms*** at that time in
order to process the requested reimbursementCompany notes indicate that the
Service Manager again spoke with Ms*** on or about May 17, 2016, and
received answers to the questions asked previously, as needed for processing
CarMax’s records state that Ms*** called CarMax ***’s
Business Office to inquire about the status of the refund on or about June 19,
2016, and again on or about June 28, During the call between Ms*** and the Business Office Manager on or about June 28, 2016, Ms*** was
offered the option to visit the store to receive her reimbursement as cashMs
*** elected to move forward with this option and visited CarMax *** on
or about July 9, During this visit, CarMax issued Ms*** her
reimbursement, as well as vouchers for future service needs as a goodwill
gesture
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may have
Sincerely,
Kristina S***
*** *** *** ***

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

May 22,
*** ***, Operations Supervisor
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
*** *** (VIN: *** (“the Vehicle”)
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Ms***
regarding her purchase of the Vehicle from CarMax of Oxnard, CA (“CarMax”) on March
26th,
In her complaint, Ms***
referenced concerns with her MaxCare extended service providerMs***
requested that MaxCare cover repairs for a transmission issue present on the
Vehicle that was being serviced at a *** dealership
The MaxCare extended
service plan is administered through a third-party company, The Warranty Group
(“TWG”)CarMax has no authority in the adjudication of repair claims through
TWG
Upon becoming aware of
this complaint, the Location General Manager of CarMax contacted TWG for an
update on the status of this repair claimHe also contacted Ms*** on
May 16th, TWG agreed to replace the transmission after further
contact with the *** dealershipMs*** was responsible for her
deductible charge as outlined in her MaxCare contract
If Ms
*** has any further questions on her extended service plan, she can reach
me directly at *** *** ***Thank you kindly for providing CarMax
the opportunity to respond to this matter.
Sincerely,
*** ***
Analyst, CarMax Customer Relations

Thank
you for forwarding the complaint received in your office from Mr*** *** regarding
the Vehicle purchased from CarMax of *** *** ** (“CarMax”) on or about
August 23,
In the complaint,
Mr*** describes service concerns related to the Vehicle’s transmission. As
a result of these concerns, Mr***
requests that CarMax complete a full return of the Vehicle
Records
indicate that Mr*** contacted CarMax on or about September 20, 2017, to
schedule a service appointmentUpon inspection of the Vehicle, CarMax
confirmed that a new transmission was neededCarMax then offered Mr*** the
option to return the Vehicle, as requested, and is actively assisting with this
process for him
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-***-***-*** ext***
Sincerely,
Kaitlyn
C***

January 11,
*** ***, Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re:
*** ***
Complaint ID: ***
*** *** *** (the “Vehicle”), VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated December 29, regarding the Vehicle purchased from the CarMax store located in Kennesaw, Georgia (“CarMax”) on or about October 4,
In her complaint, Miss *** states concerns regarding a hold on a title for the Vehicle she purchased from CarMax and requests another vehicle without a lien on the title
CarMax’s records indicate that the Business Office department is working with CarMax Auto Finance, G.MFinancial, and offices with the State of Georgia to resolve Miss ***’s title concern as quickly as possible. As a gesture of goodwill CarMax provided Miss *** a rental vehicle starting on or about January 6, 2015. CarMax will continue to allow Miss *** to drive the rental vehicle until the problem has been rectifiedManagement will continue to stay in contact with Miss *** to provide regular status updates
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800)519-1511, extension ***, with any questions you may have
Sincerely,
Kristina S***
Analyst, Customer Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 1***, 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,
*** ***

April 21st,
*** ***, Operations Supervisor
RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
*** *** (VIN: *** the “Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Mr*** regarding his purchase of
the Vehicle from CarMax of Salt Lake City, UT (“CarMax”) on April 4th,
In
his complaint, Mr*** requested a reimbursement for a charge from the
local Department of Motor Vehicles (“DMV”) for a temporary license tag
Mr
*** contacted CarMax after the temporary tags on the Vehicle were detached
while driving on approximately April 8th, CarMax understood
the urgency of Mr***’ concern and went to the local DMV location to pick
up new temporary tags for the VehicleThese temporary tags were then given to
Mr*** and he was not required to pay for their replacement
CarMax has had no further
communication with Mr*** and is unaware of any charges that he may have
incurred via this concern
If
Mr*** has any further questions, he is welcomed to contact myself at
1-800-519-1511, ext***
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

Dear Mrs*** ***:
Thank you for forwarding the complaint
dated March 1, regarding the Vehicle purchased from the CarMax store
located in *** *** *** (“CarMax”) on or about February 25,
In the complaint, Mr*** states
he was informed at the time of sale that CarMax could assist with processing
for his registration, tags, and insurance through the *** *** *** *** (***)He states that CarMax then informed him that the Vehicle
did not have a valid insurance policy when he tried to obtain a rental car
during his second service appointmentMr*** requests that CarMax
reimburse him up to $*** for his insurance violation fees
Mr*** received and signed
CarMax’s Motor Vehicle Purchase Contract at the time of saleThis document
states, “Liability insurance is not included in this ContractYou attest that
you currently maintain or have arranged for at least the minimum motor vehicle
liability insurance required by state law with the insurance company identified
by you below.” Mr*** provided details for his auto insurance policy on
this documentMr***’s Motor Vehicle Purchase Contract, as well as the
receipt from the ***, list charges for the Vehicle’s title and registration
fees, which CarMax submitted appropriately
Mr*** spoke with managers at
CarMax *** *** about this starting on February 28, After
researching Mr***’s concerns, CarMax shared with him that they would not
be participating in the requested reimbursementShould Mr*** have any
unaddressed questions at this time, he is encouraged to contact *** *** *** ** ***, so CarMax can ensure he has the information he needs
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed
Sincerely,
Kristina R***
Analyst, Customer Relations

Dear Sir/Madam:Thank you for sharing Mr*** *** complaint and providing us with the opportunity to respondMr*** claims that we violated the Service members Civil Relief Act (SCRA) by repossessing and selling his vehicle without first obtaining a court orderWe disagree.We recovered
Mr*** vehicle from a tow yard on January 8, Mr*** vehicle was towed because it was abandoned on the street with a flat tireBefore we sold Mr*** vehicle we provided him with all the required notices and confirmed through the *** ** *** *** database that he did not qualify for SCRA protectionThe *** database clearly showed that Mr*** was already on active duty when he purchased his vehicleGiven these facts, we cannot provide Mr*** the relief he is seeking.Thank you, again, for bringing Mr*** complaint to our attentionIf Mr*** has any further questions or concerns regarding our explanation, he is welcome to contact me by eat *** or by email at *** * ***

Dear Sir/Madam: Thank you for sharing *** ***'s complaint and providing us the opportunity to respondMs*** states that she has not received her title for the referenced Vehicle although she paid her contract in full on May 9, She does state, however, that she has received multiple
lien release lettersI would like to take this opportunity to explain why Ms*** received a lien release letter instead of the titleMs*** purchased this Vehicle on December 6, from CarMax Auto Superstores, Inc at the *** *** *** locationOn March 17, Ms*** submitted a retitling request due to her relocation to ***Subsequently, we sent the title to the Vehicle to *** *** *** *** in *** *** to process the change of addressWe have not received the title back from *** *** *** *** because Ms*** still owes Title Ad Valorem Tax (TAVT)The State of *** has placed a hold on her title and this hold will remain until the TAVT is paid in fullSo for these reasons, when she paid her account in full on May 9, 2016, we were unable to provide her with a copy of her titleHowever, we printed and sent a lien release letterAccording to the State of ***, the only way for Ms*** to get her title is to pay her T A VT in fullWe recommend that Ms*** go to the *** *** *** *** to make this paymentFurther, we recommend that she bring a copy of our lien releaseThey can then process her request and provide her the title(This request would be subject to the *** *** *** *** processing time.) I am happy to report that we contacted Ms*** and provided her with this explanation and recommendationShe advised that she understood and will contact the Commissioner's officeThank you, again, for bringing this complaint to our attention and for the opportunity to assist Ms***If you need any additional information regarding the above, please contact Jennifer A*** at *** *** *** *** Sincerely,Brent A***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was not provided a copy of the car fax and was told while your employee was looking at the car fax that it was never wrecked. Yes, I sold it back to Car Max for $22,500, under the Blue Book value of $25,had it not been wrecked, because no dealer would even think about purchasing it after finding out it was a wrecked vehicle.I honestly didn't think you would care to resolve it after I read all of the information on the web about how Car Max sells wrecked vehicles to customers without disclosing that it was wrecked. In fact, your ***, Zack L***, stated "well, it probably just didn't show on the car fax yet." Seriously? A wreck that happened in mid-didn't show on the car fax that was examined in March 2014? No settlement was offered, so there is nothing to accept. I will keep posting to the internet and spread by word of mouth to everyone I know that Car Max is a crook, sells used vehicles, doesn't tell you, but will show you it is wrecked once you bring it back so that they can pay you less money for the vehicle they said was clean. Good job Car Max. My purchase with you was my first used car purchase, and my very last
Regards,
*** ***

Dear Sir/Madam:Thank you for sharing *** ***' complaint and providing us the opportunity to respondAfter reading Ms***' complaint, it is clear that she has received misinformation related to our title procedureShe states that she was told that it would take CarMax Auto
Finance to weeks to mail her a title after paying her account in fullIt is unclear from her complaint who she spoke with, but we would like to take this opportunity to reassure Ms*** that it will not take to weeks to receive her title after payoffMs*** also mentions the possibility of selling her vehicle to a third party, and she is concerned that the title would be mailed to her instead of the third partyWe will address both concerns below. Ms*** should receive her title from the GA Department of Vehicles within 7-business days from our receipt of payoffMoreover, if her payoff is received in certified funds, this timeline can be shortened to 5 business days. As to Ms*** selling her vehicle to a third party, if she would like her title to be sent to the third party that purchases her vehicle, she will need to fax the bill of sale to our titles department at the time of payoffOur title department's direct fax number is *** *** Thank you, again, for bringing this complaint to our attention and for the opportunity to respondWe sincerely hope that this explanation is helpful to Ms***If Ms*** requires further explanation regarding our title procedure, she should contact Jennifer A*** at *** *** ***