Bastian Roofing, Inc.

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

July 21, 2016[redacted]Complaint ID [redacted]I am writing in response to your letter dated July 5, 2016 wherein you forwarded a complaint from [redacted], regarding the Vehicle purchased from the...

CarMax store located in [redacted], [redacted] on or about July 15, 2015.  Ms. [redacted] requested that CarMax either take full return of the Vehicle or allow her the ability to exchange it for another.CarMax’s records indicate that they have never seen the Vehicle for a transmission concern and was therefore unaware of Ms. [redacted] concerns until the receipt of this complaint.  However, in an effort to learn more about the current status of the Vehicle, CarMax’s Service Manager, Mr. Ryan Di*, contacted Ms. [redacted] by phone on or about July 21, 2016 to discuss the details of her complaint further.During this conversation, Mr. [redacted] acquired more details and committed to contacting the local [redacted] dealership (where the Vehicle is currently being serviced) for additional details, and then following back up with Ms. [redacted] by phone on Monday July 25, 2016.Should Ms. [redacted] have any additional questions or concerns before or after this date, she is encouraged to contact Mr. [redacted] back 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]
[redacted]

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]

February 2, 2016
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
Re: MS [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Ms. [redacted] regarding the 2003...

[redacted], [redacted],
(the “Vehicle”) that was purchased on or about October 12, 2012 at the CarMax
store located in Winston-Salem, North Carolina (“CarMax”).  At the time of sale, Ms. [redacted] did purchase
the MaxCare Extended Service Plan (“MaxCare”) active for 72 months or 125,000
miles on the odometer, whichever came first, and a deductible of $300 if
repaired outside of CarMax or $250 if repaired at CarMax.  In this complaint, Ms. [redacted] is requesting
for CarMax to repair the Vehicle at no additional deductible cost to her.
According to CarMax’s records, Ms. [redacted] brought the Vehicle
to CarMax service on or about July 3, 2015. 
One of the concerns noted was the check engine light on.  CarMax sublet the vehicle to [redacted] of
Winston Salem (“[redacted]”), and did file a MaxCare claim based on the diagnosis
from [redacted].  Ms. [redacted] then scheduled
an oil change service appointment on or about January 14, 2016.  During that visit, CarMax informed Ms. [redacted]
that a warning light was on.  Ms. [redacted] then
informed CarMax that the light had never gone off since the July repairs.  
The repairs completed in July of 2015 are still covered
under [redacted]’ 12-month, unlimited mile warranty on their repairs.  While CarMax cannot guarantee that there will
be no additional expense to Ms. [redacted], Ms. [redacted] may still be able to get the
Vehicle repaired at no cost if the [redacted] diagnosis is related to the
previous diagnosis and repair.  
CarMax is happy to assist Ms. [redacted] with transporting the
Vehicle to the [redacted] dealer for additional diagnosis.  Ms. [redacted] is welcome to call CarMax service
manager Brian Wright at (336) 659-0553, extension [redacted], to schedule the appointment
and address any further concerns. 
CarMax appreciates the opportunity to respond to this
complaint. 
Sincerely,
Crystal G[redacted]
Analyst, Customer Relations

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

Dear Mrs. [redacted]:                                  Thank you for forwarding the complaint dated March 15, 2018 regarding the Vehicle Mr. [redacted] purchased from the CarMax store located in [redacted]...

[redacted] (“CarMax”) on March 9, 2018.In the complaint, Mr. [redacted] expresses his concern with the tread depth of tires on the Vehicle at the time of purchase. He also voices frustration with paint work overspray that he states was not disclosed to him at the time of sale. He requests that CarMax replace all of the Vehicle’s tires, as well as both headlights and the lower grille.Mr. [redacted] spoke with the [redacted] CarMax service manager over the phone on or around March 16, 2018. At that time he was encouraged to bring his vehicle in for an appointment, so that his cosmetic and tire concerns could be diagnosed by CarMax technicians. Mr. [redacted] arrived for his appointment on March 19, 2018, but requested to reschedule because his vehicle insurance did not transfer to the courtesy loaner vehicle CarMax offered. CarMax then topped off the Vehicle’s gas tank, as a gesture of good will for Mr. [redacted].Multiple CarMax technicians have assessed the tires to ensure the tread meets or exceeds CarMax’s standards, as recently as March 15, 2018. CarMax will appreciate the opportunity to review the overspray once Mr. [redacted] is able to reschedule his service appointment, so any repairs covered under the 30-day limited warranty can be completed. If Mr. [redacted] has any questions about next steps, he is encouraged to call the [redacted] location service team at [redacted] ext. *, and they will be more than happy to assist.CarMax is grateful for the opportunity to respond to this complaint, and is looking forward to continuing to work with Mr. [redacted] regarding his concerns.Sincerely,Michael O[redacted]Analyst, Customer Relations

August 25th, 2016[redacted]RE: [redacted]Thank you for forwarding the complaint received in your office from Ms. [redacted] regarding her purchase of the Vehicle from CarMax of Fredericksburg, VA (“CarMax”) on June 4th,...

2015. At the time of purchase, Ms. [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 48 months or until the Vehicle exceeded 125,000 miles. In her complaint, Ms. [redacted] requested that CarMax refund her the remaining portion of the ESP amount after she sold the Vehicle.            CarMax spoke with Ms. [redacted] on the same day that this complaint was submitted. After speaking with Ms. [redacted], CarMax processed the refund and mailed her the check by the end of that day. A review of CarMax records indicate that this check was delivered to Ms. [redacted] home address.            If Mr. [redacted] has any additional questions, she is welcomed to contact me at [redacted]Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]Analyst, CarMax Customer Relations

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]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 12147723, 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,
Michael [redacted]

October 14, 2016[redacted], Operations [redacted]Re: Ms. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]I am writing in response to your letter dated October 5, 2016 wherein you forwarded a complaint from Ms. [redacted], regarding the Vehicle...

purchased from the CarMax store located in [redacted], [redacted] (“CarMax”) on or about June 16, 2016.CarMax’s records indicate that the Vehicle was brought in on three occasions: July 31, 2016, September 7, 2016 and September 20, 2016.  Ms. [redacted] was outside of CarMax’s 30-Day Limited Warranty on each occasion.  However, as a gesture of customer service, CarMax diagnosed the Vehicle and performed the necessary repairs at no cost to her. Notes also state that while CarMax was able to verify the concerns brought to their attention during Ms. [redacted]’s initial visit on July 31, 2016, CarMax was unable to duplicate the remaining concerns discussed during her second and third visit (with the exception of a noise when braking concern – which required a front brake pad resurfacing).  In addition, CarMax would like to add that they attempted to reach Ms. [redacted] by phone on Wednesday October 12, 2016 (to schedule a follow-up appointment for the oil change), but was unable to connect at the time of the call.  CarMax declines to offer any additional gestures of customer service, but encourages her to contact the Service Department back at [redacted] ext. * to schedule an appointment for a free oil change. CarMax appreciates the opportunity to respond to this complaint and would be happy to connect with Ms. [redacted] regarding any questions or concerns at 855-562-4935 ext. [redacted].Sincerely,Nekia W[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, however, I do not wish to be refunded the $10.00. 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]

September 26, 2016
 
[redacted],
Operations Supervisor                               
720 Moorefield Park Drive, Suite...

300
Richmond, Virginia 23236
 
Re: Mrs. [redacted]
Complaint ID: [redacted]
2015 [redacted] (the “Vehicle”),
VIN: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated September 9, 2016 regarding
the Vehicle purchased from the CarMax store located in Fort Worth, TX (“CarMax”)
on or about August 30, 2016.
 
In the complaint, Mrs. [redacted] states concerns regarding the tire
pressure light coming on before she purchased the Vehicle, and then again once
she drove the Vehicle home. Mrs. [redacted] shares that when she reached out to
CarMax she was told there was nothing that they could offer her. After this,
Mrs. [redacted] took the Vehicle to a tire shop where a nail was found in the
sidewall of two tires. Mrs. [redacted] requests that CarMax replace all four tires at
no cost to her.
 
According to CarMax’s records, the Vehicle’s on-going issues with
the TPMS light had never been brought to CarMax’s attention by Mrs. [redacted] until
the receipt of this complaint. Therefore, CarMax’s service department was not
given the chance to verify the issues Mrs. [redacted] was experiencing with the
Vehicle.
 
Therefore, CarMax is unwilling to provide Mrs. [redacted] with the
resolution that she seeks, but has attempted to reach her by phone to discuss
what options might be available at this time. If Mrs. [redacted] would like to
connect back with CarMax’s service department, she can call them at 817-801-1501
option 4.
 
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,
 
Gabrielle P[redacted]
Analyst, Executive Response Team

February 4, 2016
Devan [redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
Re: MS [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Ms. [redacted] regarding the [redacted]...

[redacted], [redacted], (the “Vehicle”) that was purchased on or about May 20, 2014 at
the CarMax store located in King Of Prussia, Pennsylvania (“CarMax”).  At the time of sale, the vehicle odometer read
55,278 miles.  In this complaint Ms.
[redacted] is requesting another quality vehicle or to return the Vehicle.
According to our records, the Vehicle was brought to CarMax
for a check engine light concern on or about 10/10/14 at odometer 63,388
miles.  The Vehicle was diagnosed as
having carbon build up on the intake valves. 
CarMax performed the cleaning along with spark plug replacement.  Ms. [redacted] then brought the Vehicle to CarMax
on or about 10/28/14 at 64,497 miles for a check engine light concern.  The Vehicle was diagnosed as needing the mass
air flow sensor cleaned.  That service
was performed.  On or about 11/4/15 at
odometer 81,413 miles, the Vehicle was brought to CarMax for check engine light
concern.  CarMax diagnosed the vehicle as
needing another carbon cleaning and sent the vehicle to a dealer.  The manufacturer contacted CarMax with the
recommendation to replace the engine, but did not provide details as to why.  CarMax had the vehicle towed, performed a
diagnosis, and found an exhaust valve for cylinder #2 was burnt, causing a lack
of compression and misfire.  The cylinder
head was sent to a machine shop and the cylinder head was reconditioned along
with the replacement of the valve.  The
engine was then reassembled but there was difficulty getting the engine started
and running smoothly.  It was then CarMax
found that a defective valve lifter was causing a valve to remain in the open
position.
CarMax is already in communication with Ms. [redacted], and
is currently repairing the Vehicle at no cost to Ms. [redacted].  Ms. [redacted] has been issued a loaner
vehicle to use during the repair.  CarMax
is confident that the Vehicle has been properly diagnosed and will repair the engine
with the replacement of a new lifter. 
The repair is estimated to be completed in one week depending on part
availability. 
CarMax has offered a written appraisal offer of $8,000 for
Ms. [redacted] to sell the Vehicle back to CarMax.  CarMax reviewed this offer carefully based on
current market conditions, mileage on the odometer, and cosmetic and mechanical
wear items that need to be repaired on the Vehicle.  If Ms. [redacted] elects to sell the Vehicle
back to CarMax, she would be eligible to return the GAP Agreement and the
MaxCare Extended Service Policy for a prorated amount to be sent back to the finance
company.
CarMax appreciates the opportunity to respond to this
complaint. 
 
Please call me at (800) 519-1511, extension [redacted], if you
have any questions.
Sincerely, 
[redacted]
Analyst, Customer Relations

May 17th,
2016
[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
(VIN: [redacted] the
“Vehicle”)
Dear Mrs. [redacted],
           ...

Thank you for forwarding the
complaint received in your office from Mr. [redacted] regarding his purchase of
the Vehicle from CarMax of Indianapolis, IN (“CarMax”) on December 8th,
2015. In
his complaint, Mr. [redacted] requested that CarMax replace the tires on the
Vehicle.
            CarMax
was aware of Mr. [redacted]’ concerns prior to receiving this complaint. According
to CarMax’s records an inspection of the tires on the Vehicle was completed at
CarMax in approximately February of 2016. At that time, each tire exceeded
CarMax’s standards.
            Mr.
[redacted] contacted CarMax Customer Relations on approximately April 29th,
2016, reiterating concerns about possible dry-rot associated with his tires and
requested CarMax replace the tires at no cost to him. Mr. [redacted] has put on
approximately 10,000 miles since purchasing and is outside of any warranty
period which CarMax offers.
            CarMax
would be happy to replace the tires on the Vehicle; however, the cost of this
repair would be the responsibility of Mr. [redacted].
            In
the event that Mr. [redacted] has further questions, he is welcomed to contact me
at 855-562-4935, ext. [redacted].
            Thank
you for providing CarMax the opportunity to respond to this matter.
Sincerely,
Curt
D[redacted]
Analyst,
CarMax Customer Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]The response by the business is not accepted because at the time, Mr. Tovmas P[redacted] sales assistant assured that the document processing fee would not be included in the final price of the vehicle. Carmax and their sales associates misrepresented the vehicle offer, in addition to taking advantage of ** year old person that needed language assistance and requested language assistance several times. These are unethical and unacceptable business practices. I will surely post this response to social media to inform prospective customers of the nefarious actions and abysmal customer service at CarMax. 
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]
To whom it may concern. I did finally receive my vehicle registration (100) days after I purchased the vehicle. I was unable to drive the vehicle for 10 days because there was no registration. According to California Law they were in violation. 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
[redacted]She said someone from carmax left a voice mail. I told her let them respond through the Revdex.com so it would be on record. [redacted] said she only received 2 emails from the Revdex.com. 1 email stating they received the complaint and 1 email with the link showing complaint was closed  because she did not respond to a email she hasn't  received. [redacted] never spoke with anyone from carmax about this complaint. Repeat no one. Only got a voice mail.The problems the car has are electrical as well as the transmission. [redacted] told carmax about numerous problems with the car within the 30 day warranty. She was told to take it to a [redacted] dealer to look at because carmax was not equipped to diagnose and fix those kinds of problems.[redacted] took the car to a dealer numerous times. The stuff they fixed never fixed the problems she told them it had. The car randomly doesn't do anything when pushing the starter button leaving her stranded. The transmission shakes the car from mild to shaking you out of the seat.When this happens the car will not accelerate making for dangerous conditions in traffic. [redacted] agreed to replace the clutch. This won't fix the problem. It only had 25000 miles on it. [redacted] has over 25000 of these clutches on back order. [redacted] says live with the shake.The last dealer told us the same thing. The  cars own system that emails you its condition says transmission shudder.The car still has all the original problems.I went with her to the last [redacted] dealer. I reported all the problems. The dealer refused to wtite down how I described the problems. Instead he said he had to put it in his own words so the problems were not accurately described and not fixed. They always fix stuff but car always remains in same condition that gets her stranded.It was in shop last time for a week. Got home and it wouldn't start. When I asked the dealer what about the shudder they said we never mentioned anything. about a shudder...lied. Brought car right back. They had it another week. Changed some parts said it was fixed. Said they ordered a clutch under [redacted] warranty would get it in 2 months. So now shes into two more weeks of rental car. Had to pay for parts that may or may not have been needed and all original problems persist. A year of randomly getting stranded and huge expenses related to getting stranded and repairs. I asked the last [redacted] dealer when picking up the car what it was worth on a trade in. Dealer said that model not worth much because all the transmission problems and issues they have. So  they new from the beginning about the problem.  Very aggravating. So when clutch comes in it will require another rental car at her expense. [redacted] no longer wants another car from carmax. She wants to return the car for s full refund. She wantsa refund for the warranty and gap insurance they sold her. Wants all they sold her refunded in full.email me for any communication related to this car. do not contact [redacted] as I am handling her complaint.Revdex.com email me instead of [redacted] email address. Feel free to ask questions.[redacted]
[redacted]

August 5, 2015[redacted]720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236[redacted]
[redacted]I am writing you in response to your letter dated July 28, 2015, wherein you forwarded a complaint from Mr. [redacted] regarding...

his interest in purchasing a vehicle from the CarMax store located in [redacted], [redacted] (“CarMax”).CarMax maintains the right not to do business with Mr. [redacted].  This decision could be related to his recent interaction with CarMax or information that Mr. [redacted] may have provided to CarMax during a previous transaction.  No further information is available. This is a final decision that is applicable at all CarMax locations.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,
[redacted]
[redacted]

January
29, 2016
[redacted], Operations Supervisor
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: Jeremy [redacted]
VIN:  [redacted] 2012 [redacted] LEAF (the
“Vehicle”)
Dear Mrs.
[redacted],
            Thank you for forwarding the
complaint received in your office from Jeremy [redacted] regarding the Vehicle he
purchased from CarMax of Capital Boulevard, NC (“CarMax”) on January 12,
2016.  In his complaint, Mr. [redacted]
states that around January 24, financing was denied, and he was required to
return the Vehicle.  In his settlement,
Mr. [redacted] requests that CarMax return the Vehicle to him and reinstate the
original financing, or provide the wholesale value or his trade-in.
            Mr. [redacted] and his co-applicant
received initial financing through American Credit Acceptance (“ACA”).  Upon reviewing the application and potential intended
use of the vehicle, ACA denied financing. 
On or around January 26, CarMax worked with ACA to get approval for Mr.
[redacted] and his co-applicant.  ACA
approved financing for Mr. [redacted] and his co-applicant.  An additional lender also approved Mr.
[redacted] and his co-applicant.  Mr.
[redacted] and his co-applicant re-purchased the Vehicle on January 26, 2016.
            CarMax is delighted that assistance
could be provided to Mr. [redacted] in obtaining financing for his purchase.  If Mr. [redacted] has any further questions he
may contact me at 1-800-519-1511 ext. [redacted].
                                                    ...⇄
Sincerely,
Jennifer [redacted]
Analyst,
CarMax Customer Relations

February 28, 2017
[redacted]           ...

                    Re: [redacted]
Complaint ID: [redacted]
[redacted] (the “Vehicle”), VIN: [redacted]
  
Thank you for forwarding the complaint dated February 26, 2017 regarding
the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)
on or about January 15, 2017.
 
In the complaint, Mr. [redacted] expresses frustration with the
Vehicle’s air filter, cabin filter, and battery. He also mentions that the
Vehicle’s steering wheel is squeaking and states that he has a concern with the
brakes, as well. He requests that CarMax allow the [redacted] dealer service center
to assist with repair or replacement of the noted components.
 
Records indicate that the CarMax Customer Relations department
received an email from Mr. [redacted] related to these concerns on or about February
8, 2017. Both a Customer Relations Analyst and the CarMax [redacted] Service
Manager left voicemails for Mr. [redacted] after receiving this email, then Mr.
[redacted] left a voicemail for the Analyst on or about February 13, 2017. Mr. [redacted] spoke directly with the Analyst on or about February 14, 2017 and stated that
he would email the invoice from the [redacted] dealer service center the following
evening.
 
Records state that the Analyst received an email from Mr. [redacted] on
or about February 20, 2017, which included a photo of one of the Vehicle’s
filters, but not a service invoice. An email sent to Mr. [redacted] by the Analyst
on this same day shared CarMax’s offer to reimburse him for the air filter, the
cabin filter, and the battery replacement completed at the [redacted] dealer service
center, up to $[redacted].00. This email response to Mr. [redacted] also reiterated that
CarMax would need him to send a copy of the repair invoice from the [redacted] dealer
service center to allow for reimbursement processing. The Analyst also shared
with Mr. [redacted] that CarMax would need the opportunity to look into any
additional mechanical concerns with the Vehicle (beyond the two filters and
battery) at a CarMax service center. CarMax’s records indicate that Mr. [redacted] had not responded to this email or talked recently with an associate at the
CarMax [redacted] service center.
 
CarMax encourages Mr. [redacted] to contact the CarMax [redacted] service
center at [redacted] (option *) about sending his repair invoice for the
Vehicle’s air filter, cabin filter, and battery. CarMax will be happy to talk
with Mr. [redacted] about any additional questions that he has about the Vehicle
during this call.
 
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at [redacted], extension [redacted],
with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, Executive Response Team