Bastian Roofing, Inc.

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.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]

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

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

[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]

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

[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]

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]

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]

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

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]

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

[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.

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]

[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]

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 February 6. 2017. In the complaint, Ms.
[redacted] requests that CarMax adjust her credit report after inquiries were made
in...

attempts to purchase another vehicle.
CarMax was aware of Ms. [redacted]’s
request prior to receiving this complaint. Upon the Vehicle being deemed a
total loss, Ms. [redacted] contacted CarMax to begin the process of finding a
replacement vehicle. At that time, CarMax explained the process to Ms. [redacted]
and offered to begin a finance application on select vehicles with lenders that
CarMax works with. Ms. [redacted] agreed to process this credit application which
includes an inquiry on her credit report. Ms. [redacted] received conditional
approvals for vehicles in CarMax’s inventory, each of which required specific
stipulations to fulfill the terms of the contract.
            During the process of selecting a
replacement vehicle, Ms. [redacted] was unable to provide sufficient documentation
to fulfill the stipulations. As a result of those stipulations not being met,
the lenders did not agree to offer Ms. [redacted] a funded contract for her
purchase.
            CarMax will not be participating in
Ms. [redacted]’s requested settlement as the removal of authorized credit inquiries
is not something CarMax accommodates. If Ms. [redacted] has any further questions,
she is welcomed to contact me at 1-[redacted], ext. [redacted]. Thank you for
providing CarMax the opportunity to respond to this matter and CarMax considers
this matter resolved.
Sincerely,
Curt D[redacted]
Analyst, Customer
Relations

June 15, 2015 [redacted] 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: Mrs. [redacted]
[redacted]I am writing you in response to your letter dated May 29, 2015, wherein you forwarded a complaint from [redacted]....

 [redacted] requested a phone call or letter of explanation to discuss her recent experience at the CarMax store located in [redacted]“CarMax”). According to CarMax’s records, CarMax has been in communication with Mrs. [redacted] as of June 12, 2015 to address her concerns. CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved. Please contact me at [redacted] extension [redacted] with any questions you may have. Sincerely, 
[redacted]
[redacted]

June 21,
2016
[redacted]
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: [redacted]
VIN: [redacted] (“the Vehicle)
Dear Mrs.
[redacted],
Thank you
for forwarding the complaint received in your office from [redacted]...

regarding
the Vehicle purchased from CarMax of [redacted] (“CarMax”) on April 26, 2016.
In the complaint, Mr. [redacted] states that he brought the Vehicle to CarMax for
service, and is not satisfied with the work completed. He requests a minimum
settlement of $750 as compensation.
While
CarMax declines Mr. [redacted] request for relief, we want Mr. [redacted] to be confident
in the Vehicle.  CarMax has been in
communication with Mr. [redacted] about having service work completed at a Toyota
dealership that is more convenient for Mr. [redacted].  CarMax will be in communication with Mr. [redacted]
until repairs are completed. 
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]
[redacted]