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 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]

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

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

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

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]

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

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]

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.

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]

September 23,
2015
 
[redacted]                             
720 Moorefield
Park Drive, Suite...

300
Richmond,
Virginia 23236
 
Re: [redacted]
Complaint
ID [redacted]
[redacted]
 
Dear Mrs. [redacted]:                                  �...⇄
 
I am writing in response to your
letter dated August 27, 2015, wherein you forwarded a complaint from Mrs. [redacted]
[redacted] regarding her request to be excused from having to pay CarMax’s Credit
and Collections Department a settlement amount of $300.  Mrs. [redacted] also mentioned in the complaint
that CarMax uses tactics to finance their customers at a higher interest rate.
 
Mrs. [redacted] came in to CarMax on or
about July 6, 2015 to trade the Vehicle in for a 2014 [redacted].  CarMax appraised the Vehicle for $14,000.00, sent
her lienholder (Capital One) a payoff check in the amount of $4,960.54, applied
$9,039.45 towards the purchase of the 2014 [redacted] and sent Mrs. [redacted] a
reimbursement check in the amount of $450.19 for the balance remaining on her
Extended Service Plan.
 
CarMax was later contacted by [redacted] to inform them that the payoff was short by $450.19.  A review of CarMax’s records indicate that the
previous amount mailed to Mrs. [redacted] were monies that should have been added
into the total payoff balance of the loan with [redacted].  In an effort to correct this error, CarMax
contacted Mrs. [redacted] by phone to inform her of the situation and to advise her
that the $450.19 would need to be returned back to CarMax as soon as possible (per
the signed Vehicle Purchase Agreement).
 
Mrs. [redacted] informed CarMax that she
would need to make payment arrangements to pay off this balance because the
funds had already been spent.  CarMax
paid Capital One the $450.19 on Mrs. [redacted]’ behalf, and forwarded her information
to CarMax’s Credit and Collections Department to set up payment arrangements.  CarMax’s Credit and Collections Department
offered Mrs. [redacted] a settlement amount of $300, as opposed to the previous
balance of $450.19.  Mrs. [redacted] paid CarMax’s
Credit and Collections Department this amount on or about August 21, 2015. 
 
Due to CarMax’s Vehicle Purchase
Agreement stating that “The Estimated Payoff may be greater or less than the
amount that is actually due to the lienholder(s) to transfer title (“Actual
Payoff”). You agree to pay CarMax the difference between the Total Estimated
Payoff and the Actual Payoff plus any additional costs [i]ncurred by CarMax,
upon demand,” CarMax is declining Mrs. [redacted]’ request to be excused from having
to pay CarMax $300.
 
In addition,
CarMax does not engage in deceptive financial tactics and does not make
financing decisions.  The order in which
the names are listed on the credit application has no bearing on the rate
offered by a finance company.
 
CarMax apologizes for any
inconvenience that Mrs. [redacted] may have experienced and appreciates the
opportunity to respond to this complaint.
 
Please contact me
at [redacted] extension [redacted] with any questions that you may have.
 
Sincerely,
 
[redacted]
[redacted]

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

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

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

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      Is Not Acceptable.  Carmax Upon Purchasing A Vehicle Does An Extensive Check And Inspection So They Would Have Know The Vehicle Was In An Accident With The Repaint.  The Provided A Bogus Auto Check To Me That Car Was Not In An Accident.  This Is Fraud.  I Would Not Have Purchased The Car And For That Much If I knew It Was In An Accident.  I Did Contact A Sales Manager And Complained ABout This Discrepancy When I Was Receiving Less on trade inAnd They Did Not Offer Any Services To Me To Contact An Emergency Response Team.  I Talked And Emailed With Chelsie Huntley at Carmax. I Want A Refund For What I over Paid For The Car and Lost On Trade In [redacted]. This Is Fraud Selling A Car As No Accident.  Carmax Inspects Cars. 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]

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]

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]

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

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

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The key I brought in still has the Carmax tag and serial number on it.  Where in the world would I get a third spare key to the EXACT car they sold me? That story doesn't remotely make sense.  Carmax did not do their job initially and never checked the key.  If they did and the key happens to be a fluke that just happened to deactivate itself a few months later, then I need to see a report showing the key was tested and it needs to match with the serial number I have. 
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]