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

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

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]

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

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.

[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]

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]

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]

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. 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]

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 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

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

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

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

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

June 12, 2015 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
[redacted]
 
[redacted]
 
Thank you for forwarding the complaint received in your
office from Miss [redacted] regarding the [redacted](the “Vehicle”)that she purchased on or about
September 11, 2014 from the CarMax store located in [redacted]  In this complaint Miss [redacted]
is requesting that CarMax help pay for a new transmission and radiator.
 
In May of 2015, Miss [redacted] contacted the CarMax store
located in [redacted] with concerns regarding the mechanical condition of
the Vehicle and her concerns that there was a class action lawsuit involving
her Vehicle. At that time it was explained to Miss [redacted] that CarMax would not
have been privy to that type of information involving the lawsuit against the manufacturer.  CarMax offered to look further into the
repair to see if we would be able to assist in possibly getting a better price.
After further consideration, as a gesture of goodwill, CarMax has offered to
reimburse Miss [redacted] 50% of the total invoice for the repair.  Miss [redacted] has accepted the offer and will
be providing a copy of the paid receipt.
 
CarMax appreciates the opportunity to respond to this
complaint. Please call me at (800) 519-1511
Extension [redacted], if you have any additional questions.
 
 
Sincerely,
 
 
 
[redacted]

March 7, 2016[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted]Complaint ID [redacted]2008 [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing in response to your letter dated February 21, 2016, wherein you...

forwarded a complaint from Mr. [redacted] regarding the Vehicle purchased from the store located in Costa Mesa, California (“CarMax”) on or about February 23, 2013.Prior to receiving this complaint, CarMax was not made aware that the steering wheel shaking concern was still ongoing.  In an effort to assist, CarMax’s Service Manager, Taryn S[redacted], contacted Mr. [redacted] to schedule an appointment to address this concern on March 10, 2016 at 10 AM.The Vehicle is outside of CarMax’s 6-month or 6,000 mile limited warranty at this time.  However, CarMax has offered to diagnose the steering wheel shaking concern at no cost to Mr. [redacted].CarMax appreciates the opportunity to respond to this complaint and considers the scheduling of the appointment the resolution to the complaint.Please contact me at (855)562-4935 extension [redacted] with any questions you may have.Sincerely,Nekia W[redacted]Analyst, Executive Response Team