Bastian Roofing, Inc.

March 13,
2017
[redacted] 
RE: [redacted]
VIN: [redacted], [redacted] (the “Vehicle”) 
            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 Garland, TX (“CarMax”) on January 5, 2017. In the
complaint, Ms. [redacted] requests for CarMax to finalize payment for out-of-state
sales tax on the Vehicle, so that she can properly register it in [redacted] where
she resides.
            CarMax was aware of Ms. [redacted]’s
concerns prior to receiving this complaint and spoke with Ms. [redacted] via phone
regarding this matter on or about February 15, 2017. CarMax previously
processed the sales tax payment to the [redacted] office
(“[redacted]”) shortly after the time of sale. However, an administrative error by
CarMax resulted in the check not being delivered to the correct [redacted] location.
CarMax committed to Ms. [redacted] that the check would be processed or an
extension of her temporary registration would be completed.
            Considering the urgent nature of the
payment, CarMax processed the check directly to Ms. [redacted] on February 24,
2017 which Ms. [redacted] received the following day. There has been no additional
communication between Ms. [redacted] and CarMax.
            In the event that Ms. [redacted] has
any further questions, she is welcomed to contact me at [redacted], ext.
[redacted]. Thank you for providing CarMax the opportunity to respond to this
matter. Sincerely,Curt D[redacted]Analyst, Customer Relations

September 1, 2016
[redacted]                             Re: [redacted]
Complaint ID: [redacted]
[redacted]           ...

                        
Thank you for forwarding the complaint dated August 19, 2016 regarding
the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about July 25, 2013.
 
In the complaint, Ms. [redacted] expresses concerns with a recall on
the Vehicle, as well as the written offer she received after her recent appraisal
from CarMax. Ms. [redacted] requests that CarMax provide an offer aligned with
[redacted] pricing.
 
CarMax completed a recall search for the Vehicle (on the [redacted] website) on September 1,
2016, which listed one open recall on the Vehicle. This recall was reported by
the Vehicle manufacturer after the previously stated date of purchase for the
Vehicle and is listed on the [redacted] website as February 5, 2016. A member
of CarMax’s purchasing team called Ms. [redacted] on September 1, 2016 to talk
about her recall questions and factors that may have impacted her written appraisal
offer, including mileage, Vehicle features, the interior and exterior condition
of the Vehicle, and market trends. CarMax’s records indicate that Ms. [redacted] was provided with direct contact information for the associate she talked with,
should she have additional questions after that call. For details about how
CarMax addresses recalls, Ms. [redacted] is encouraged to visit this site, [redacted]  
 
As the original written offer is now beyond the seventh day from
the date of appraisal and is no longer valid, Ms. [redacted] is encouraged to
return to CarMax to have the Vehicle re-appraised. Should Ms. [redacted] wish to
visit for an additional appraisal, CarMax will be happy to extend a written
offer for the Vehicle.
 
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

April 22, 2016
[redacted],
Operations Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
Re: Ms. [redacted]
Complaint ID: [redacted]
2007 [redacted] (the “Vehicle”), VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated April 8, 2016 regarding
the Vehicle purchased from the CarMax store located in Columbus, Ohio (“CarMax”)
on or about August 14, 2014.
In her complaint, Ms. [redacted] describes concerns with reimbursement
for the cancellation of her MaxCare extended service plan and GAP policy, as
well as the appraisal value for the car she previously traded in. She requests
that CarMax pay $4,000 toward the principal balance for her loan to decrease
her monthly payment amount moving forward.
CarMax’s records indicate that Ms. [redacted] connected with both the
Columbus Sawmill location and the Customer Relations department regarding her
concerns on or about March 28, 2016. Company records state that it was
discussed with Ms. [redacted] that any reimbursement resulting from the
cancellation of her MaxCare extended service plan and GAP policy would be
applied toward the principal balance for her loan, and would not decrease her
monthly payment for the Vehicle. Information regarding the cancellation of
these policies is also included in the contracts Ms. [redacted] signed at the time
of purchase.
To ensure customers receive the best financing options, CarMax
offers three business days to refinance from the date of sale, penalty- and
interest-free. As the Vehicle has now been owned by Ms. [redacted] for longer than this
period, any decisions regarding loan payment adjustments or refinancing are at
the discretion of her lienholder. CarMax’s records note that Ms. [redacted] was recently
presented with the option to have the Vehicle appraised, and to look into
available vehicles that better fit her desired payment amount. While CarMax is
unable to participate in the requested cash settlement, Ms. [redacted] is
encouraged to connect with the sales department for additional questions or to
schedule an appraisal by calling CarMax Columbus Sawmill at 614-799-8077.
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, Executive Response Team

Dear Mrs. [redacted]:                         ...

        Thank you for forwarding the complaint
dated July 20, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] (“CarMax”) on or about October 31, 2015.In the complaint, Ms. [redacted] describes
concerns with the convertible top of the Vehicle, which she states recently
flew open during operation and may be deemed a total loss by her auto insurance
provider. Ms. [redacted] requests that CarMax replace the Vehicle with another car.Business records indicate that the
Vehicle arrived to CarMax on or about March 11, 2016, when the service
department addressed Ms. [redacted]’ concerns with windows, windshield wipers, a
key fob, and recommended that she visit a vendor for a requested repair to one
of the leather seats. During this appointment, CarMax completed an oil change
to the Vehicle and was unable to duplicate a concern that Ms. [redacted] had with
the Vehicle’s heating system. CarMax also looked into a ticking concern that
Ms. [redacted] had with the CD player and confirmed that the convertible top was
operating as designed at the time of the appointment. It’s noted that CarMax
shared that they did not have record of previous repairs completed to the
Vehicle’s convertible top, and let Ms. [redacted] know that any top adjustments that
she wished to have completed would not fall under the terms of her [redacted]
extended service plan coverage and would need to be completed at a dealer
service center.The Vehicle then returned to CarMax on
or about May 10, 2017, when Ms. [redacted] stated that the convertible top was
inoperable. CarMax sublet the Vehicle to a local [redacted] service center for
diagnostic testing, who stated that the convertible top shelf needed repairs,
which would not fall under the terms of her [redacted] extended service plan
coverage. This information was shared with Ms. [redacted] on or about May 18, 2017,
and she elected to not move forward with the repair at [redacted] quoted price. CarMax
assisted by providing a loaner vehicle for Ms. [redacted] and covering the expense
of the diagnostic testing at the [redacted] service center for this concern.Ms. [redacted] contacted CarMax’s Customer
Relations Department on or about July 7, 2017, stating that she had been asked
to return the loaner vehicle and take back possession of the Vehicle. CarMax
remained in communication with Ms. [redacted] from this point and let her know that
while they would not be assisting with the cost (due to not completing any repairs
or diagnostic testing), they could complete an appraisal, which Ms. [redacted] declined
to move forward with.After collecting the Vehicle from
CarMax on or about July 17, 2017, Ms. [redacted] contacted CarMax the following day
to say that the top of the Vehicle flew back during operation. Ms. [redacted] mentioned
that she would be emailing CarMax about this. CarMax received an email from Ms.
[redacted] on or about August 10, 2017, regarding the previously noted concerns. As
the Vehicle arrived to and was collected from CarMax by Ms. [redacted] in the same
condition, CarMax again confirmed that they would not be assisting with this
repair expensive. While CarMax will not be participating in Ms. [redacted]’
requested settlement, she is encouraged to visit CarMax [redacted] to have the
Vehicle appraised and receive a written appraisal offer, should she wish to do
so.CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed.Sincerely,K[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.I have attached my formal response along with estimates and photos.
Regards,
[redacted]

January
26th, 2016
[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
Dear Mrs.
[redacted],
            Thank you for forwarding...

the
complaint received in your office from Mr. [redacted] regarding a [redacted] that he wished to purchase from CarMax of Torrance, CA (“CarMax”). In
his complaint, Mr. [redacted] requested that CarMax provide a vehicle for
purchase with specific features and remote start or reduce the price of one
lacking remote start.
            Mr. [redacted] came to CarMax on
approximately January 8th, 2016, to purchase. At that time, CarMax
informed Mr. [redacted] that the vehicle did not have remote start as listed. Upon
further research, CarMax determined a remote start option did not exist for
this specific model.
            CarMax determined an error listed on
all 2013 [redacted] models, and has since made an adjustment for accessory
listings and pricing. At the time of his visit, CarMax presented other vehicles
to Mr. [redacted], many of which featured the remote start option he requested.
Mr. [redacted] informed CarMax that he would continue his search as the Vehicle
in question did not meet his needs.
As
of receiving this complaint, CarMax adjusted the listing options and prices of
2013 [redacted] models and the Vehicle is still available for sale at
CarMax. CarMax will not be providing any financial assistance surrounding Mr. [redacted]’s
experience.
In
the event Mr. [redacted] has any questions about this, he may contact me at
1-800-519-1511, ext. [redacted].
            Thank you for providing CarMax the
opportunity to respond to this matter.
Sincerely,
Curt
D[redacted]
Analyst,
CarMax Customer Relations

February 24, 2017
[redacted]           ...

                   
Re: [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]                                
Thank you for forwarding the complaint dated February 11, 2017 regarding
the Vehicle purchased from the CarMax store located in [redacted], [redacted] (“CarMax”)
on or about November 7, 2016.
In the complaint, Mr. [redacted] states that he has experienced
multiple issues with the Vehicle since purchase, causing him to be without the
Vehicle for an extended period of time. He outlines the following concerns with
the Vehicle: an oil line leak, inoperable sunroof and [redacted] system, as well
as two exterior lights not functioning properly. Mr. [redacted] requests that CarMax
quickly fix the Vehicle under his 30-Day Limited Warranty and provide him with
compensation for his experience.
Mr. [redacted] dropped off the Vehicle on or about December 1, 2016 at
the CarMax store located in [redacted]. According to service records,
repairs were completed on or about December 8, 2016 and no oil line leak was
present at that time. CarMax was unable reach Mr. [redacted] via phone from on or
about December 8, 2016 to December 14, 2016. When Mr. [redacted] contacted CarMax
back, they shared with him that the Vehicle did not come equipped with
[redacted], but offered to install an aftermarket [redacted] system free of
charge as a gesture of goodwill.  Mr. [redacted] came to pick up the Vehicle on or
about December 21, 2016 and had not communicate his decision regarding moving forward
with CarMax’s offer to install the [redacted]
Mr. [redacted] brought the Vehicle to the CarMax
store located in [redacted] for additional repairs on or about January 12,
2017. During this appointment CarMax addressed the sun roof concern, then
replaced the rear tag lamps, and an indicator light on the dashboard. According
to CarMax’s records, no oil line leak was present at that time. The service
team was not aware that the CarMax Service Department in [redacted]
had already shared that the Vehicle was not yet equipped with that feature, and
reiterated this message to Mr. [redacted].
On or about January 30, 2017, Mr. [redacted] brought the Vehicle back for installation of the aftermarket [redacted] system
and for CarMax to further address his sunroof concern. CarMax also showed Mr.
[redacted] how it would be installed, getting his placement approval. After the
system was installed, Mr. [redacted] shared that he was unhappy with the placement
and requested reinstallation. Due to this, CarMax was unable to complete the
Vehicle’s sunroof repair at that time.
CarMax will not be participating in providing
Mr. [redacted] with compensation for his experience. However, CarMax has offered to
partner with a repair facility closer to Mr. North’s place of residence to assist
in completing the sunroof repair under the 30-Day Limited Warranty. CarMax will
schedule an appointment for Mr. [redacted] at his convenience and can be reached at
[redacted] Option *. 
 
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

May 6, 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 Ms. Cathy
[redacted]’s complaint and providing us with the opportunity to respond.  Ms. [redacted] acknowledges that she applied for
credit with CarMax Auto Superstores, Inc. (our “Dealer Affiliate”) to finance
the purchase of a vehicle. Ms. [redacted] alleges, as a result, she incurred 41 inquiries
on her credit file and her credit score has been negatively impacted. Accordingly, Ms. [redacted] requests that we contact
the credit reporting agencies to request the deletion of the inquiries.
We informed our Dealer
Affiliate of Ms. [redacted]’s complaint and requested information regarding Ms.
[redacted]’s credit application and transaction history.  Based on our review of the information
provided, it is our position that Ms. [redacted]’s complaint lacks merit and we
cannot provide the resolution she desires.
Our Dealer Affiliate’s
records reflect that, on July 21, 2014 and July 22, 2014, Ms. [redacted]
visited our Dealer Affiliate’s store in Hillside, Illinois.  On these visits, Ms. [redacted] agreed to submit
5 separate joint credit applications with Ms. Monica [redacted] to finance the
purchase of a 2011 Mazda [redacted].  These
applications were reviewed by a total of 8 financial institutions and the
[redacted]s ultimately accepted a credit offer from [redacted] to purchase the
vehicle.     
Prior to submitting her credit applications, and as it does for
each of its applicants, our Dealer Affiliate presented Ms. [redacted] with
an opportunity to review and agree to its Credit Application Terms and
Conditions (“Consent Form”).  Among other
things, the Consent Form authorizes our Dealer Affiliate and its finance
sources (including, CarMax Auto Finance) to “use your credit reports and verify
your application information.” Ms. [redacted] agreed to and signed a Consent Form for
each application and they are attached to this response.
Lastly, with respect to Ms. [redacted]’s assertion
that her credit score dropped 120 points because of her credit applications and
the resulting inquiries, this is inconsistent with our understanding of how
credit reporting agencies treat such inquiries. We encourage Ms. [redacted] to
review Experian’s FAQs on this topic which can be found at:
http://www.experian.com/credit-education/score-faqs.html.  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 to a credit score. 
This is consistent with an explanation provided by the Consumer
Financial Protection Bureau, which can be found at:
http://www.consumerfinance.gov/askcfpb/763/can-shopping-loan-have-effect-my-cred...⇄ Since Ms. [redacted]’s applications were
submitted over the course of 2 days, the resulting inquiries should have had
little to no impact to her credit score, much less a decrease of 120
points. 
If Ms. [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 Ms. [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
CarMax
cc:  Ms. [redacted]
Enclosures

July 2,
2015
 
 
Revdex.com Serving
Central Virginia, Inc.
720
Moorefield Park Drive
Suite 300
Richmond,
VA 23236
 
 
RE:      Consumer
Complaint of [redacted]...

[redacted]
           
 
Dear
Sir/Madam:
 
Thank
you for sharing [redacted] complaint and providing us the opportunity
to respond.  We are pleased to inform you
that this matter has been resolved. 
 
Due
to a processing error, we did not credit Mr. [redacted] account with the
rebate amount from the cancellation of his vehicle’s service agreement.  As a result of this omission, Mr.
[redacted] account incorrectly reflected that he had a past due balance and
resulted in collection call attempts. 
This error has since been corrected and it resulted in a refund of
$120.36 to Mr. [redacted].  We mailed a
check for this refund amount to Mr. [redacted] on June 16, 2015.
 
We again thank you for bringing this
matter to our attention and we sincerely apologize for any inconvenience
caused.  Please know that we made several
unsuccessful attempts to contact Mr. [redacted] to apologize directly to him prior
to responding to this compliant. 
 
I am available at [redacted] extension [redacted] if you
have any questions or concerns regarding this matter. 
 
Sincerely,
 
 
 
[redacted]
[redacted]
[redacted]           
 
[redacted]

Revdex.com:
Please have Carmax send me detailed instruction on how to get these items reimbursed once service had been completed and paid for by me. I would also like to know how long the processing takes and the form of reimbursement to me.

February 16, 2016
[redacted],
Operations Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
Re: [redacted]
Complaint ID: [redacted]
2013 [redacted] (the “Vehicle”), VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated February 9, 2016 regarding
the Vehicle purchased from the CarMax store located in Parker, Colorado (“CarMax”)
on or about January 16, 2016.
In her complaint, Mrs. [redacted] describes frustrations with
purchasing the Vehicle, visits to the service center for mechanical concerns, and
a lack of follow-up by a member of the management team. In her letter, Mrs.
Lucero requests that the mechanical concerns with the Vehicle be addressed.
CarMax’s records indicate that the service department is currently
working with Mrs. [redacted] regarding the Vehicle. As of February 16, 2016 the
required parts have been ordered, and the newest concern will be addressed as
quickly as possible. The repairs will be completed at no cost to Mrs. [redacted] and
will be covered by the 30-day limited warranty. CarMax stands behind completed
mechanical repairs with a 6 month, 6,000 mile warranty. Mrs. [redacted] is
encouraged to continue working with the Parker location’s service department
about service concerns by calling 303-841-4275, 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,
Kristina [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. Carmax raised the offer from $9,000 to $13,000 on a car we owe $15,000 and a trade in lost worth $2,500.If the trade in value is so low and Carfax found reports an accident, how can Carmax say this is all they can do? This is not good business as I see it?Do I sell the car back to Carmax for a $4,500 lose and then have to find a new car, does not make sense and this is a Carmax mistake to use Autocheck instead of Carfax as I seeit!
Regards,
[redacted]

July 14, 2015
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
[redacted]
 
Dear Mrs. [redacted]:
 
I am writing
you in response to your letter dated July 6, 2015, wherein you forwarded a
complaint from Mr. [redacted].  Mr. [redacted]
requested a phone call to discuss his recent experience at the CarMax store
located in Columbus, Ohio (“CarMax”).
 
CarMax’s records indicate that Mr. [redacted] was
contacted by CarMax on or about July 9, 2015 to address his concerns as
requested.
 
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]

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. Contrary to what was stated in Carmax's response, no repair had been completed by "[redacted]", but in fact, it was identified that the state of the tire had been a contributing factor in the issues I'd brought to Carmax's attention concerning the driving characteristics of the vehicle. Technicians made me aware that after placing the M5 on their lift that the tire had been "plugged" prior to my purchase. This further confirmed my concerns about the condition of the vehicle upon reception in April, which had been negated by Carmax. Carmax's negligence is bordering on treachery and considering the multi-point inspection and guarantee under which this vehicle was offered I wouldn't have ever expected to have been put at risk by something as important as the tires, but that's been the case. They had already accepted fault for the tires and unbeknownst to me scheduled a follow-up appointment days weeks later, however, the incident had already occurred. If it hadn't been properly inspected in the first place, why was it offered for sale? Regards,
[redacted]

Thank you for forwarding the complaint
dated October 26, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] (“CarMax”) on or about September 7, 2017. In the
complaint, Mr....

[redacted] states that the Vehicle was damaged during a transfer
from CarMax’s [redacted] store to the [redacted] store, and is requesting that
CarMax repair a scratch on the Vehicle’s front passenger door.
 
According to CarMax records, Mr.
[redacted] brought the Vehicle to CarMax for service between September 12, 2017 and
September 26, 2017. At that time, he brought to the attention of CarMax service
team a cosmetic repair on the front passenger door of the Vehicle. A CarMax
representative inspected the Vehicle and completed research into the Vehicle
history. CarMax confirmed that the cosmetic repair was completed prior to the
transfer and subsequent sale of the vehicle
 
As part of CarMax’s reconditioning
process, CarMax may address cosmetic imperfections on vehicles to ensure they
meet cosmetic standards prior to becoming available for sale. CarMax records
reflect that the Vehicle did meet CarMax’s standards at the time of sale, as
well as during Mr. [redacted]’s service appointment when a CarMax representative
inspected the Vehicle. Therefore, CarMax will not be participating in any
further cosmetic repairs to the Vehicle.
 
CarMax appreciates the opportunity to
respond to this complaint and to address Mr. [redacted]’s concerns. Please contact
me at ([redacted]) [redacted], extension [redacted], with any questions you may have.
 
Sincerely,
Emilee S[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. 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]

May 19, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MRS. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mrs. [redacted] regarding the...

[redacted], [redacted]
(the “Vehicle”) that was purchased on or about November 5, 2014 from the CarMax
store located in Nashville, Tennessee (“CarMax”).  In this complaint, Mrs. [redacted] is requesting
reimbursement for two payments toward the Vehicle loan.
CarMax recognizes and apologizes for the frustration and
inconvenience Mrs. [redacted] has experienced with the Vehicle since
purchase.  CarMax and [redacted] have
worked diligently to address the outstanding mechanical concerns with the
Vehicle.  On or about May 8, 2015, CarMax
offered Mrs. [redacted] the option of a full return on the Vehicle, or to continue
the repairs as well as a reimbursement for two Vehicle loan payments.  Mrs. [redacted] advised CarMax she wanted to maintain
ownership of the Vehicle and continue with the repairs.
Location General Manager, [redacted] is working with
Mrs. [redacted] to process a reimbursement for the loan payments in the form of a
check in the mail.  [redacted] can be reached
at [redacted].
CarMax considers this matter resolved.
CarMax appreciates the opportunity to respond to this
complaint. 
 
Please call me at [redacted], if you
have any questions.
 
Sincerely,
 
 
[redacted]
Analyst, Customer Relations

The reply from CarMax Richmond is categorically incorrect. I have YET to receive one (1) proactive phone call from the local CarMax. I know that it is not an issue with my cell phone as I never had any problem getting calls from CarMax when the salesman was trying to close the deal. Corporate CarMax, how do you know the Roswell, GA staff is telling you the facts of the situation? I can assure you they are not. HERE IS WHAT I WANT: A check for $480.16. The breakout is $375 is for the detail of the car, and $105.16 is for tow harness. Receipts [redacted]. HERE ARE THE FACTS OF THE SITUATION: While negotiating the [redacted] car deal I told salesman Brent I wanted the car detailed and the rip in the windows fixed. I told him I would purchase the car AFTER the work requested was completed and Brent said, "no need to wait we will do a 'to follow' or equivalent and that will be part of the deal" and will have to be done. I purchased the car and when I inspected that evening at home I found the well in the back that houses the jack and tire iron ful of water. The jack and tire iron were very rusty like the water had been there for awhile. I returned to [redacted] CarMax in the AM and they agreed to address it. During that time they found the spare key I left did not work with the car and that they would have to order a new one and program it when it came in. They removed the water and gave me a new jack and tire iron they lifted from another [redacted] they had on the lot. I asked about the rip and detail work and they said the outfit that did that would call and mentioned they were surprised they had not called me already to schedule. I was to return on the next Tuesday for the key. The Sunday before I go to haul my jet ski to the lake only to find their is no tow harness. The [redacted] has the tow hitch but no light harness. That Tuesday I go to Roswell CarMax for the key. I mention to [redacted] the no tow harness, she goes to "acting manager" [redacted] and he says it is not "their responsibility" and I should go to [redacted]. I ask about the detail and tear AGAIN. She reassigns it to a different group and again I am told "They will call you.". I go home and leave experience feedback on both [redacted] and Revdex.com. I wait a couple of days, no call and go back to Roswell CarMax. I talk to [redacted] personally and tell him the "tow package" is listed on car window sticker. It is not legal to tow without lights thus lights harness is warranted. He now agrees and tells me to get it done and they will pay for it. I again mention no call on detail work or window rip. I have yet to STILL receive a call. I purchased new windows, thus rip is no longer issue. I had car professionally detailed and had the tow harness placed. Receipts [redacted]. I need not go back to Roswell CarMax. I simply want the work completed I made as part of my deal and that means you owe me $480.16. If I do not get it the next option is to call CarMax finance. Step after that is to go to small claims court (cost is $75 and I will want you to pay for it if I win). The [redacted] entry is very damaging for you and frankly should have been avoided. You have a good system, however, your service area has issues with follow up. People expect better service than I received. Regards,
[redacted]

Thank you for forwarding the complaint dated March 7, 2018 regarding the Vehicle purchased from the CarMax store located in [redacted], (“CarMax”) on or about December 30, 2016. In this complaint, Ms. [redacted] states that CarMax re-ran her credit and altered her interest rate when financing the...

Vehicle, without informing her. She is requesting CarMax remove her credit inquiry, reduce her interest rate, and refund her deposit on the Vehicle. As part of CarMax’s vehicle sale process, customers in the state of [redacted] are required to sign both a Credit Application form and [redacted] Retail Installment Contract prior to completion of sale. Customers are walked through these forms, and records show that Ms. [redacted] signed both of these forms with the rest of her paperwork on December 30, 2016. The credit application form signed by Ms. [redacted] states: “…I also authorize CarMax and the financing institutions to gather whatever information from whatever source it considers necessary and appropriate. This includes, among other things, verifying income and employment information, and obtaining consumer credit reports from consumer reporting agencies.” Upon reviewing and signing the form, Ms. [redacted] authorized this process. In the [redacted] retail installment contract signed by Ms. [redacted], the number of payments (72) and the amount of each payment ($[redacted]) is listed as a way to ensure CarMax customers have a clear understanding of their financing. Additionally, this contract shows an itemization of the Vehicle’s financing, which shows a cash down payment amount of $[redacted] applied to the calculation of her monthly payment. While CarMax declines to participate in the requested down payment refund or credit inquiry and interest rate adjustments, CarMax wants to ensure that Ms. [redacted] has the information she needs about her financing. Should Ms. [redacted] need a copy of her Retail Installment Contract, she is encouraged to contract CarMax Pleasanton at [redacted]. CarMax appreciates the opportunity to respond to this complaint, and considers this matter closed.   Sincerely, Michael O[redacted] Analyst, Customer Relations

July 26, 2016[redacted]Re: [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]I am writing in response to your letter dated July 8, 2016 wherein you forwarded a complaint from [redacted] regarding the Vehicle purchased from...

the CarMax store located in Des Moines (“CarMax”) on or about December 11, 2014.Mrs. [redacted] complaint is that she was confused by the coverage of the Guaranteed Asset Protection ("GAP") product she purchased.  She thought the product would cover her car payments if she became sick.  CarMax does not offer any such product and our processes for offering GAP are standardized and follow a specific flow within our sales transaction program.  In fact, when Mrs. [redacted] first brought this concern to our attention we conducted an investigation and concluded that no one misled Mrs. [redacted] into believing the product offered was for anything other than GAP, which would  cover the balance of her account if she incurred a total loss. Our standardized process for the presentation of the GAP product begins after a credit offer is selected.  This action prompts the system to display the screen introducing GAP.  The GAP screen explains, among other things, that a GAP Agreement pays the difference between what you owe and what insurance will cover in the event of a total loss.  Additionally, the screen displays the cost of GAP.  If the customer makes the choice to purchase GAP he or she does so on this screen. Following the Retail Installment Contract, the GAP Waiver Agreement is presented.  As the associate walks through the form they explain the coverage terms and advises customers to read the contract thoroughly to understand their obligations under the agreement, as well as their benefits.  It is important to note that this paperwork presentation is performed by someone other than the associate who first introduced the GAP product during the sales transaction, so if there was confusion by Mrs. [redacted] during the sales process, the business office associate would have been able to address this confusion at the time they were reviewing the GAP Waiver Agreement.  CarMax does not offer any product that would function as disability insurance, which seems to be what Mrs. [redacted] describes. Our records reflect that CarMax’s Customer Relations Department conducted an investigation of Mrs. [redacted]’s initial complaint regarding this issue between the dates of July 6, 2016 and July 8, 2016.  At that time we concluded that our standardized process was followed and provided the above explanation to Mrs. [redacted].   CarMax appreciates the opportunity to respond to this complaint and will honor Mrs. [redacted]’s request not to be further contacted back by the business.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W[redacted]