Bastian Roofing, Inc.

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

May 20,
2016
[redacted], Operations Supervisor
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: [redacted]
VIN: [redacted] 2006
Chevrolet Equinox (“the Vehicle)
Dear Mrs.
[redacted],
            Thank...

you for forwarding the
complaint received in your office from [redacted] regarding the Vehicle
purchased from CarMax of Baton Rouge, LA (“CarMax”) on January 21, 2016. In her
complaint, Mrs. [redacted] states the Vehicle has had multiple service concerns,
including not “turning over”.  Mrs.
[redacted] states she has brought the Vehicle to CarMax for repairs, but continues
to have service concerns. 
            On or around May 13, 2016 CarMax
sublet the Vehicle to a local Chevrolet dealership for diagnosis and
repair.  The Chevrolet dealership was
unable to duplicate a starting concern and found no failed parts.  On or around May 18, 2016, the Chevrolet
dealership returned the Vehicle to CarMax. 
CarMax continued efforts to duplicate the concern, but was unable to
duplicate any starting concern. 
            CarMax is committed to addressing
repair needs for any concern that can be duplicated.  Additionally, while the Vehicle is outside of
CarMax’s 5-Day Money Back-Guarantee, if Mrs. [redacted] would like to sell the Vehicle,
CarMax is happy to appraise it and provide a written offer for the Vehicle.
            If Mrs. [redacted] has any additional
questions, or would like to discuss this concern further, he may contact me at
1-800-519-1511 ext. [redacted].
           
           
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax 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

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

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

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

Thank
you for forwarding the complaint received in your office from [redacted] regarding
the Vehicle purchased from CarMax of [redacted], CA (“CarMax”) on August 27, 2016.
In the complaint, Mr. [redacted] states that the Vehicle has experienced three
service concerns; therefore, he would like a...

refund of his down payment. 
On
or around September 9, 2016, CarMax sublet the Vehicle to a manufacturer
authorized repair center for diagnosis and replacement of the timing kit and
purge valve.  These repairs were
completed on or around September 23, 2016 at no cost to Mr. [redacted], under
CarMax’s 30-Day Limited Warranty.  CarMax
records show a cancelled appointment for November 8, 2016.  Beyond this, CarMax has not been made aware
of any additional service concerns as it relates to the Vehicle.
Due
to the Vehicle being outside the available 5-Day Money-Back Guarantee, CarMax
declines the request to return the down payment which Mr. [redacted] made on the
Vehicle.  If Mr. [redacted] is experiencing service
concerns with the Vehicle, CarMax encourages him to call the [redacted] location
to schedule a service appointment.  Additionally,
CarMax would like to note that Mr. [redacted] also purchased a [redacted] extended service
plan at the time of sale, which could provide additional coverage for the
needed repairs.
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 1-800-[redacted] ext.
[redacted]
Sincerely,
Jennifer
L[redacted]
Analyst, CarMax
Customer Relations

April 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...

Mr.
[redacted]’s complaint with us and providing us with the opportunity to
respond.   Mr. [redacted] states that he
called to cancel his recurring payment and the payment drafted anyway.  Further, he is unhappy with our refund
processing time. Mr. [redacted] is asking for his refund within the week of his
complaint or he will require additional monies to cover any overdraft fees he
could incur.  
We are happy to report that
Mr. [redacted] received his refund via FEDEX on Saturday, April 9, 2016.  Nonetheless, we have conducted an
investigation into Mr. [redacted]’s concerns and found the following:
 April
2, 2016,
Mr. [redacted] called and requested that we cancel his recurring payment.  He advised that his employer changed his
payment schedule, and in an attempt to assist Mr. [redacted], our representative told
him that she could cancel his April 2, 2016 payment.  However, that payment was already in process
and could not be cancelled.  We have
provided feedback to the associate regarding the error and reinforced the
correct procedure.On April 4, 2016,
Mr. [redacted] called to understand why his April payment was debited from his
account.  We informed Mr. [redacted] that
this was our error and we advised of our rush refund request process.    
It is our mission to provide
a world class customer experience and we are sorry to learn that we failed on
our commitment in this case. However, we are happy to report that Mr. [redacted]
received his requested refund 5 days after his request.   
Thank you, again, for
bringing this complaint to our attention and for the opportunity to provide
this letter of explanation.  If you need
any additional information regarding the above, please do not hesitate to
contact me directly by phone at [redacted] or by email at [redacted]
Sincerely,
Brent
A[redacted]
Operational
Compliance Manager
CarMax
Auto Finance
Copy:  [redacted]

May 24, 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.  We are
happy to inform you that this matter has been resolved and Mr. Boyle’s due date
has been moved back to the 20th of each month per his request.  In the interest of customer service we have
also granted him a onetime late fee waiver in the amount of $15.38, for the fee
that was charged on the account for the May 2, 2016 payment.
Thank you, again, for
bringing this complaint to our attention and for the opportunity to provide
this explanation.  If you have any
questions or concerns regarding this matter, please contact [redacted] at
[redacted], extension [redacted].
Sincerely,
 
Brent A[redacted]
[redacted]
[redacted]
[redacted]

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

[redacted](the “Vehicle”)that she purchased on or about
May 2, 2015 from the CarMax store located in [redacted]. In this complaint, Ms. [redacted] is requesting a change in the
inspection policy.
 
As stated in the complaint, Ms. [redacted] had concerns about
the Vehicle.  On or about May 26, 2015,
Ms. [redacted] had an appointment at CarMax to address concerns with a check
engine light.  After diagnosis, it was
determined that there were misfires with the number 1, 3, and 5 cylinders due
to carbon build up. At that time, CarMax completed a decarbonization of the intake
valves and it was determined that this took care of the check engine light
concern.  This repair was completed under
the 30 Day Limited Warranty at no cost to Ms. [redacted]. Carmax was not aware of
any other concerns at that time.
 
The CarMax service manager reached out to Ms. [redacted] to
see how the Vehicle was operating. It was at that time that Ms. [redacted] stated
that the Vehicle was currently in service having a headgasket replaced under
the Maxcare Extended Service Plan. Ms. [redacted] stated that if she had any
additional concerns, she would contact the store.
 
 
CarMax appreciates the opportunity to respond to this
complaint. Please call me at [redacted]
Extension [redacted].
 
Sincerely,
 
 
 
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There was no offer to resolve the matter from CARMAX.My objective was for the company to honor the statement that Ms. [redacted] would be ok to pay what she could and also that the company always have an accurate payoff amount.There is nothing that the company can do for us at this point.  I wish no further contact with CARMAX.  I will never trade there. 
Regards,
[redacted]

Issue RESOLVED

July 11, 2016[redacted]Re: [redacted]Complaint ID [redacted]I am writing in response to your letter dated June 25, 2016, wherein you forwarded a complaint from Mr. Clarence [redacted] regarding the Vehicle purchased...

from the CarMax store located in [redacted], [redacted] (“CarMax”) on or about March 26, 2014.  Mr. [redacted] requests that CarMax repair the Vehicle’s suspension concern under the terms of their 30-Day Limited Warranty.Mr. [redacted] brought the Vehicle to CarMax on or about April 28, 2014 to inquire about a rumbling noise while driving and a leaking concern.  CarMax completed an alignment on the Vehicle and also replaced the front right strut at no cost to Mr. [redacted].  No leak was found at the time of this visit. The Vehicle was later brought back to CarMax on or about July 8, 2014 to inquire about a faded hood concern.  CarMax repaired and repainted the Vehicle’s hood at no cost to Mr. [redacted].  CarMax has no record of a suspension concern during this visit (or at the time of the previous visit on or about April 28, 2014).CarMax has not seen the Vehicle since this last repair on or about July 8, 2014 and is therefore declining Mr. [redacted] requested settlement to repair the Vehicle’s suspension under their 30-Day Limited Warranty.  Conversely, if Mr. [redacted] would like for CarMax to diagnose and repair the Vehicle at their standard rate, he can contact their service department directly at [redacted] ext **CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W[redacted]

July 19th, 2016[redacted]Revdex.com[redacted]            Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding his purchase of the Vehicle from CarMax...

of Milwaukee, WI (“CarMax”) on June 22nd, 2016. In his complaint, Mr. [redacted] requested that CarMax contact him regarding his experience and compensate him for the loss of a primary vehicle after being approved for a purchase of the Vehicle.            On approximately June 30th, 2016, CarMax was advised that the agreed upon contract between Mr. [redacted] and [redacted] would not be guaranteed due to inconsistencies found in contract stipulations. At that time, CarMax informed Mr. [redacted] that he would need to return the Vehicle or find alternative financing options.Despite repeated attempts to contact Mr. [redacted], CarMax has been unable to reach Mr. [redacted] since approximately June 30th, 2016, when this was first discovered. Considering Mr. [redacted] has not communicated any updates related to alternative financing, CarMax entered the Vehicle in repossession status on approximately July 15th, 2016.CarMax Credit and Collections department would be happy to speak with Mr. [redacted] regarding his experience and he can contact them at [redacted] CarMax will not be participating in any reimbursement of Mr. [redacted] insurance payment considering any payment made would have been at Mr. [redacted] discretion.Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]
[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]
I am sorry for the late reply. The problems were fixed and we came to a satisfactory agreement. I am pleased with how they handled the issue.

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 did set up recurring payments. but on 11/11, I checked the app to make sure the payment was processing and it indicated that there was a balance due of 2 payments. This led me to believe that the payment was NOT processed. FURTHERMORE, I elected to do the November payment BECAUSE IT WAS AN OPTION. If a payment was processing, why then, did it give me the option to MAKE that payment? AND why, when I CHOSE the November payment did CarMax not think, well she CHOSE November, must have been an error.  I absolutely refuse to accept this resolution. They completely GLOSSED over the fact that I had to fax my bank statement more than 5 times. Not only did I receive incorrect I information from one  rep, but I was lied to by several. Yes, they got me the refund check. Yes, it ended up being overnighted. However, I was not sent a tracking number via email. The email that I DID receive simply stated we would get a refund WITHIN 5-7 BUSINESS days. What was I supposed to think? I got the check the next day. My complaint still stands. I am stuck with these people for the term of this loan. And it is absolutely infuriating. if their online system/app functioned properly, none of this would have happened. It truly doesn't surprise me that this is the way they've chosen to handle it. Make the customer the guilty party. I am not at all satisfied with the resolution and the very condescending letter was shocking...at best. I have attached a screen shot of the payment after I opted to pay it. Now you tell me why the November payment was an option if it was processing. 
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.
This is an unacceptable “resolution” to the issues I have been having with the vehicle since purchase in February. Since, the first problem with the rear main seal leaking, which I found within 3 days of purchase, this vehicle has been a problem CarMax refuses to take responsibility for.As to the response, “CarMax spoke to Ms. [redacted] on several different occasions about a no-start concern on the vehicle. CarMax was unable to duplicate the concern on June 26th, 2015. CarMax has not had the opportunity to diagnose any additional repairs with the Vehicle since that time.” I have taken the vehicle to CarMax for evaluation several times. Most in which, they have refused to examine the problems. I call the managers to make appointments and I receive no call back.The fourth time the carwould not start I took it to an [redacted] dealer who did find the problem and fix the problem. During this time I have taken the car back to CarMax twice and called several times to ask them to help me with the problems. I have attached the repair receipt (Document name: “8_11_15 repair receipt.pdf) where is clearly states, “Customer states the vehicle won’t start. Check and found the vehicle with low battery charge. Needed to be jumped to get started. Check battery and found faulty. Found aftermarket battery installed. Installed new battery and battery adaptations.” Since, the dealer installed the correct [redacted] battery into the vehicle AND programmed the battery properly the vehicle has started consistently.Also, please note, on 8/11/15 I was faxed a copy of the vehicle service history. On it, the history states that the battery was replaced because it was faulty and would not start the car or hold a charge. Please see the section dated 2/11/15 in attachment (Document name: “Repair History.pdf”) Therefore, the problems with the vehicle not starting was an issue BEFORE I purchased the car. The [redacted] dealer found the problem that CarMax refused to take care of and claimed to not be able to find. This was a very costly and time consuming process that I had to take time off work to deal with and paid for out of my pocket.As to the response “CarMax replaced the battery in the reconditioning process prior to Ms. [redacted] purchase, and the part was installed with a warranty extended by the vendor CarMax used to purchase the part. As was communicated to Ms. [redacted] on August 11th, 2015, CarMax will continue to honor any remaining concerns with the warranty which accompanies any completed repair. Ms. [redacted] may also utilize her ESP for any additional or new service concerns which may arise.” I‘ve had to take the vehicle to CarMax on several occasions, the last for the battery problems. CarMax refuse to examine the problem until I called the corporate office and offered to sell the car back to them.This has been a very frustrating and costly vehicle purchase process in which CarMax’s customer service is lacking. It is also, frustrating that CarMax would not see all of the problems listed and not take the time to come to an equitable solution. Instead, as usual, CarMax has decided to do nothing but give poor customer service in response to the lack of thorough vehicle inspection they claim to executed before selling vehicles to unsuspecting consumers. I urge CarMax to reevaluate the situation and come up with an equitable solution. 
Regards,
[redacted]

August 11, 2016 Re: [redacted]
Complaint ID: [redacted]
*                                     
Thank you for forwarding the...

complaint dated July 22, 2016 regarding
the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)
on or about June 16, 2016.
 
In the complaint, Mr. [redacted] states that CarMax’s website listed
the Vehicle as having a rear view camera. Company records indicate that Mr.
[redacted] emailed CarMax on or about July 22, 2016 regarding this concern and also
called to speak with a Customer Relations Analyst on or about July 25, 2016.
CarMax’s notes state that Mr. [redacted] talked with a Sales Manager at CarMax
[redacted] around this time, who explained that the window sticker is an accurate
representation of the specific features for the Vehicle. While it was noted
that a rear view camera may be a possible feature for the Vehicle, the window
sticker did not include a rear view camera as an included feature.
Additionally, CarMax lists the following disclaimer on vehicle profiles on the
website: “We make every effort to provide accurate information, but please
verify before purchasing.”
 
While CarMax will not be participating in replacement of the
Vehicle as requested, the [redacted] location has offered to provide the parts and
labor (for installation of the compatible rear view camera) at a reduced price
for Mr. [redacted]. A Sales Manager called Mr. [redacted] on or about August 11, 2016
and was able to speak with Mr. [redacted] directly about this offer of assistance.
CarMax’s records indicate that Mr. [redacted] indicated during this call that he
would like to take some time to consider if he would like to accept. Mr.
[redacted] is encouraged to reconnect with the CarMax [redacted]’s sales department
at [redacted] option *, once he has made a decision regarding this offer.
CarMax appreciates the opportunity to respond
to this complaint.
Please contact me at [redacted], extension [redacted],
with any questions you may have.

September 8th, 2016[redacted]                             Re: [redacted]Complaint ID: [redacted]           ...

                      Thank you for forwarding the complaint dated August 26, 2016 regarding the Vehicle purchased from the CarMax store located in Midlothian, VA (“CarMax”) on or about June 11, 2013.In the complaint, Mr. [redacted] refers to mechanical concerns that he’s experienced with the Vehicle within his time of ownership. He shared that there have been repeat issues with both the transmission and check engine light, and is now requesting for CarMax to purchase his Vehicle at [redacted] ‘Fair Market Value’ of $[redacted].CarMax service records indicate that the Vehicle was brought in for an ignition coil and spark plug concern on or about November 17, 2014 and on or about January 20, 2015. On both occasions, CarMax diagnosed the Vehicle and made the necessary repairs. The ignition coil was covered under the terms of Mr. [redacted] MaxCare Extended Service Plan and CarMax’s 6-month/ 6,000 mile warranty.  Spark plugs are a ware and tear item, but CarMax replaced them at no cost to Mr. [redacted] as a gesture of customer service. On or about December 1, 2014 the Vehicle was brought in for a check engine light concern which was an indicator that the valve assembly needed to be replaced. This repair was covered under the terms of Mr. [redacted] MaxCare Extended Service Plan.On or about January 8, 2015, the Vehicle was in for service due to another check engine light concern. Upon inspection, it was determined that the intake manifold needed to be cleaned – due to the intake runner sticking. The Vehicle was later brought in for a transmission light concern on or around June 3, 2016. However, this concern did not present itself to CarMax or the Volkswagen dealership that the Vehicle was sublet to. Therefore, no repairs were completed during this visit.Most recently, on or about August 12, 2016, the Vehicle was brought in for service due to a check engine light concern. CarMax diagnosed the Vehicle and determined that the source of the concern was unrelated to any previous repairs, and would therefore be charged at CarMax’s standard rate – due to the recent expiration of his MaxCare Extended Service Plan. As a gesture of customer service, however, CarMax offered to cover the cost associated with this repair.In regards to our initial appraisal offer, we do not use [redacted] when determining the value of a vehicle. However, after further research, CarMax learned that the amount that Mr. [redacted] is referring to ($[redacted]) is the ‘Private Sale Value’ for [redacted], which is an estimate for if he had sold the Vehicle himself. Our appraisal offer of $[redacted] for the Vehicle (on or about June 7, 2016) was $[redacted] more than [redacted]’s ‘Trade-in Value,’ which would pertain to selling the Vehicle to a dealer. This offer was extended to Mr. [redacted] until August 31, 2016, which has now expired.Based on the above, CarMax is unwilling to provide Mr. [redacted] with the resolution that he seeks. However, if Mr. [redacted] is still interested in selling the Vehicle to CarMax, he is welcome to bring it by the CarMax nearest him to have it reappraised at its current market value.                                                                        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