Bastian Roofing, Inc.

March 3,
2017
[redacted] 
RE: [redacted]
VIN: [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 [redacted] (“CarMax”) on or about August 25,
2016. In the complaint, Ms. [redacted] requests that CarMax repair several concerns
with the Vehicle to include the battery and keys to the Vehicle.
            A review of CarMax’s records
indicates the Vehicle has not been to CarMax for service since on or about
August 29, 2016, when it was brought in for windshield concerns, under Ms.
[redacted]’ 30-Day Limited Warranty, however, upon receiving this complaint,
CarMax contacted Ms. [redacted] on February 15, 2017 regarding the concerns. Ms.
[redacted] stated that the only charge she has paid for with service on the
Vehicle was for the battery replacement referenced in the complaint.
            In an effort of customer service,
CarMax agreed to reimburse Ms. [redacted] for the battery charge and to replace
the battery in the key for the Vehicle. This was completed on or about February
15, 2017, at no charge to Ms. [redacted]. It is CarMax’s understanding that Ms.
[redacted] was satisfied with this resolution.
            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

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11632231, 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]
The response from Carmax does not resolve the issue at hand. I spoke with [redacted] the owner of [redacted] and his answer is the problem will come back in a year or sooner and that he told Ashley at Carmax that the correct way to resolve this is to replace the whole entire hatch. What I feel that they are wanting to do is basically put a band-aid on the problem to get me out of their hair.  I asking for the problem to be fixed the correct way and issue a statement guaranteeing that my vehicle is not a flood vehicle.  [redacted] D&T body shop showed me both estimates showing the band-aid repair and the correct way to repair and said he gave both of them to Carmax.  [redacted] also explained that he never would have given both estimates if it wasn't a major issue and that if it could be solved by just painting it. According to Carmax standards and philosophy this vehicle should have never made there lot as a sellable vehicle. I'm not asking for a full replacement of the vehicle just the hatch to be replaced and letter guaranteeing that it has never been in a flood.  I do appreciate your time helping me resolve this issue.

Thank you for forwarding the
complaint received in your office from Ms. [redacted] as it pertains to her purchase
of the Vehicle from CarMax of [redacted] (“CarMax”) on August 23rd, 2014. In the complaint, Ms. [redacted]
requests that CarMax repair concerns...

on the Vehicle on her requested
appointment date.
            CarMax was aware of Ms. [redacted]’
concerns prior to receiving this complaint. Ms. [redacted] contacted CarMax on September
4th, 2017 to arrange a service appointment for November 3rd,
2017. On or about October 4th, 2017, Ms. [redacted] contacted CarMax
again to reschedule this appointment. After receiving additional concerns from
Ms. [redacted], CarMax contacted her on or about October 5th, 2017 to
discuss how CarMax can assist further. CarMax has had no further contact with
Ms. [redacted] since that time and is happy to arrange a service appointment at
her convenience.
            In the event that Ms. [redacted] has
any further questions, she is welcomed to contact me at 1-[redacted], ext.
[redacted]. Thank you for providing CarMax the opportunity to respond to this matter
and CarMax considers this matter resolved.
Sincerely,
Curt D[redacted] Analyst, Customer Relations

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

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]

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]
This noise started before the 30 day warranty period and it continues to make noise. Yes it did not make this noise while the vehicle was at the dealership. It stops and starts. I am going to take a recording of this noise when it happens again. I want to be able to enjoy my vehicle without taking it in constantly.

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.
Due to the problems I continually had with attempting to use the AC within the first 2 years of attaining my car I refrained from using it out of fear of more issues during that time period in 2013. Not only was Carmax incapable of fixing my problems, resulting in repeated visits, the wait time for "next available" appointments was always at least a week and a half. Even when I dropped the car off for service, diagnostics always took at least 3/4 of the day, which then had to stay overnight so they could actually begin any repairs. Who, today has time to set aside at least a week for frequent repairs. Working two jobs and attending school, I did not have the time to visit Carmax any more often. It was easier and cheaper to not use the AC, the next attempt, was when my car went in to [redacted] for 4 months, my car was unusable and in and out of their repair facility. Even when my car was stalled, with parts blown out and called out of emergency (I clearly wasn't moving my car anywhere) Carmax couldn't "get me in" until 9 days later. Thus, their partner associates at [redacted] took me in same day. So Yes, since around this time last year I have NOT been back to carmax for repairs as has been stated in previous correspondence with Carmax personnel that I did not trust Carmax's capabilities. They could not fix issues the FIRST time, nor the SECOND, and it became obvious Carmax was incapable of either installing non defective parts, or resolving mechanical issues. Who would take their car back to a mechanic who had to repair their own repair??? With warmer weather approaching and the car showing more signs of overheating, I came to the decision to be rid of the car and its continuous problems. I gave Carmax plenty of opportunities to repair my car, which they had not. I then decided to appraise the car and hope its value, including all the troubled history I have had with it, would allow me to break even and walk away. To make matters worse, after their low appraisal, I was now going to have to essentially pay Carmax a few more thousand to take the car off my hands!!? Given that case, I came up with a reasonable solution, of a refund in the amount of money spent on repeated repair costs I had to pay. From their declined response, it sounds as though they take NO responsibility, and stand by their quality of repairs. Shameful. All the money they take from people's payments, deductibles, and funds from repairs, they cannot hold up their responsibilities. Regardless of the outcome I will continue to divert anyone I know looking for vehicles to other trusted and reliable dealers. I have included a picture of the 36 pages of repair history. People literally laugh when I show them my paperwork.
Regards,
[redacted]

July 7, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
[redacted]
Thank you for forwarding the complaint [redacted] received in
your office from Ms. [redacted] regarding the [redacted]...

[redacted] (the “Vehicle”) that was purchased on or about February 22, 2014 from the
CarMax store located in [redacted] (“CarMax”).  In this complaint, Ms. [redacted] is requesting to
refinance her auto loan and to be reimbursed for her Extended Service Plan
(“MaxCare”).
CarMax apologizes for any misunderstanding in reference to
refinancing options through our in-house finance companies. The terms of the
contract are indicated in the Retail Installment Contract signed at the time of
purchase. 
The MaxCare plan is administered by [redacted] and
they can be reached directly at [redacted] 
If Ms. [redacted] wishes to cancel the plan, she can contact Christine
Gupta, Business Office Manager at 281-481-4299 extension 6000 for assistance
with completing that request.
CarMax considers the settlement request as set forth in the
complaint resolved.
CarMax appreciates the opportunity to respond to this
complaint. 
 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
 
 
[redacted]
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] The information that was stated is not true. I had a call on the 10th concerning my repair. I was never never contacted on the 4 of Nov with a repair notice. I have the recording on all phone called on my phone. I can prove that this is not true. These statements are lies. I even spoke to a person named Jeff who stated he would call me back I never received a call. I informed car max of car pulling to the left two days of having auto.. I received no call from Jeff. I received a call from rep. I took car only to find parts for repair was not complete and auto is still not fixed. The alignment is not right and now it pulls to the right. Gas door on auto is still not repaired. I have a new appointment for 12/1/16. I spoke to customer that got an appointment for next day I've been waiting over 30 days for repair on on my auto.. IS THIS A [redacted] PROBLEM. Is it my name or because I made a complaint?????. What ever it is I paid for a car before repaired were made ...and once carmax gets payment your a past customer...

Thank you for forwarding the complaint received in your
office from Ms. [redacted] regarding the Vehicle purchased from CarMax of [redacted],
** (“CarMax”) on or about January 31, 2018.
In the complaint, Ms. [redacted] states that the Vehicle was repossessed.
As a result of these concerns, Ms. [redacted]...

requests that CarMax provide an
explanation.
Ms. [redacted] reached out to CarMax on or about March 19, 2018
to inform CarMax that the Vehicle had been repossessed by [redacted], who is
not the Lienholder. CarMax worked with [redacted] to have the Vehicle returned
to Ms. [redacted] on or about March 28, 2018. CarMax provided Ms. [redacted] a rental
vehicle during this time at no cost to her.
CarMax and [redacted] have since been in touch with Ms.
[redacted] regarding the issue and further provided an explanation.
CarMax appreciates the opportunity to respond to this
complaint and considers this matter closed. 
If you have any additional questions or would like to discuss this
concern further, please contact me at 1-800-[redacted] ext. [redacted].
Sincerely,
Kaitlyn C[redacted]
Analyst, Customer
Relations

October 4, 2016[redacted], Operations [redacted]720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing in response to your letter dated September 15, 2016 wherein you...

forwarded a complaint from Mr. [redacted], regarding the Vehicle purchased from the CarMax store located in Las Vegas, Nevada (“CarMax”) on or about April 7, 2012.Service records indicate that CarMax has not seen the Vehicle or heard from Mr. K[redacted] since on or about October 17, 2014.  However, after receiving this complaint, Service Manager, James P[redacted], made several attempts to reach him by phone, but was unable to connect at the time of each call.As of today’s date, CarMax has not heard back from Mr. K[redacted], but would encourage him to contact Mr. P[redacted] back at (702)227-7135 ext. * if he would like to address the Vehicle’s concerns further.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Sincerely,Nekia W[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 is stating they sold a vehicle that has a clean title record and sells cars that has never been involved in an accident? Here again is another dishonest reason that CarMax is giving me. Both facts is untrue. They did sell us a car that 1. does not have a clean title and 2. has been in not one but two accidents within a month of the first owner purchasing the vehicle. CaxMax does not want to own up to these issues and is covering up that the fact is that the vehicle they sold doesn't meet the requirements to sell a car to conusmers. There is no value on our vehicle now because these issues of accidents are now on [redacted] report. CaxMax needs to meet our request or I will look into this further and will seek legit help if so necessary. 
Regards,
[redacted]

April 11, 2016
[redacted],
Operations Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
Re: Ms. [redacted]
Complaint ID: [redacted]
2015 [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated March 30, 2016 regarding
the Vehicle initially purchased from the CarMax store located in Madison,
Tennessee (“CarMax”) on or about February 27, 2016.
In her complaint, Ms. [redacted] describes concerns regarding the
processing of the return of the Vehicle, and requests that CarMax refund her
$6,000, as well as return the vehicle CarMax purchased from her, a 2015 Nissan
Versa Note.
CarMax’s records state that Ms. [redacted] first purchased the
Vehicle and sold her Versa Note on or about February 27, 2016. Records indicate
that Ms. [redacted] elected to return the Vehicle on or about March 2, 2016, at
which point CarMax was able speak with her finance company to allow an
exception and cancel her payoff, returning the Versa Note to her possession.
Ms. [redacted] decided to again sell her Versa Note to CarMax, and purchase the
Vehicle a second time, on or about March 4, 2016. CarMax’s records show that
Ms. [redacted] decided to return the Vehicle a second time, on or about March 9,
2016, and also requested to receive her Versa Note at this point. At the time
of the second return, CarMax’s sales managers connected with the finance
company again to request an additional stop of the payoff for her Versa Note.
This second request was declined by the finance company.
A payment of or about $5,908.21 was made by Ms. [redacted] for the
purchase of the Vehicle as required by the finance company to cover the
negative equity on her vehicle loan for the Versa Note. Because the finance
company is unwilling to reinstate the Ms. [redacted]’s loan a second time, CarMax
is unable to refund the funds provided by Ms. [redacted], as the payment has
already been remitted to the finance company. CarMax is also unable to return
Ms. [redacted]’s Versa Note because of the decision by the finance company. Ms.
[redacted] is encouraged to reconnect with a member of the management team at
CarMax Rivergate by calling 615-855-2202 regarding any additional questions
about this concern.
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

Thank you for forwarding the
complaint received in your office from Ms. [redacted] as it pertains to her attempt
to purchase a vehicle from CarMax of [redacted] (“CarMax”) on or about
December 12, 2017. In the...

complaint, Mrs. [redacted] requests that she receive
approval for financing options to purchase a vehicle. CarMax was aware of Mrs. [redacted]’s
concerns and request prior to receiving this complaint. CarMax completed a
finance application with Mrs. [redacted]’s approval upon her visit to CarMax and
received options for financing which were communicated to her. At that time,
there was one approval option provided to Mrs. [redacted]. CarMax remains committed to helping
Mrs. [redacted] purchase a vehicle. She is welcomed to accept the financing
options set forth by CarMax’s finance application and process, or bring her own
approved financing terms to complete the sale. . If Mrs. [redacted] has any further
questions, she is welcomed to contact me at 1-[redacted], ext. [redacted]. Thank
you for providing CarMax the opportunity to respond to this matter and CarMax
considers this matter resolved.
Sincerely,
Curt D[redacted]
Analyst, Customer
Relations

Re: [redacted]...

[redacted]
Complaint ID: [redacted]
[redacted]
 
Dear [redacted]:                                  
 
Thank you for forwarding the complaint
dated [redacted], regarding the Vehicle that [redacted] sold to the CarMax Car
Buying Center located in Bradenton, Florida (“CarMax”) on or about [redacted].
In the complaint, [redacted] states that CarMax informed him that the Vehicle
would be sold as wholesale, then later saw it available for sale at CarMax
Tampa. [redacted] states that he does not request a settlement from CarMax and has
submitted the letter for informational purposes only. [redacted] also notes that he
will share his disfavor for CarMax, should he not receive additional funds for
the Vehicle.
 
Business records state that [redacted]
emailed CarMax on or about [redacted], then spoke with a member of CarMax’s
Customer Relations team by phone later this same day. During this call, it is noted
that [redacted] shared that he accepted the written appraisal offer that he
received from CarMax for the Vehicle ([redacted]) because he was told that it would
be sold wholesale. CarMax’s records indicate that at the time of the Vehicle’s
appraisal, the Buyer assisting [redacted] explained to him that the necessary
repairs, as well as two accidents listed on the AutoCheck Vehicle History
Report, may prevent the Vehicle from meeting the standards required during
CarMax’s rigorous renewal process. It’s also noted that the Buyer helping Mr.
Skeens did not inform him that the Vehicle would not later be placed for sale
in CarMax’s retail inventory. After researching this concern, CarMax Brandenton’s
Purchasing Manager called [redacted] on or about [redacted], at which time [redacted] shared his request that CarMax pay him more money for the Vehicle.
 
Following the appraisal of the Vehicle
on or about [redacted], [redacted] received a written offer from CarMax,
which was valid for * days. [redacted] elected to accept CarMax’s offer the
same day as the appraisal, at which time CarMax issued the agreed upon funds
and took ownership of the Vehicle. While CarMax will not be participating in
issuing additional funds to [redacted] for this completed transaction, [redacted] is encouraged to contact CarMax Brandenton at [redacted] should he
have any unaddressed questions at this time.
 
 
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed.
 
Please contact me at (800)519-1511,
extension 82513, with any questions you may have.
 
Sincerely,
 
Kristina Ramsey
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.
It appears that I received a call from the manager of the [redacted] dealership, Jenny,  and she left a message on or about June 12, 2017 that she was willing to give a $**K credit on any similar vehicle at the [redacted] CarMax and as I explained to her via text message that I was no longer interested in doing business with the dealership that conducts their business with lack of integrity.  Also, I informed her that I had already purchased a vehicle from a [redacted] dealership that honors their advertised price of vehicles.  The whole event with Carmax affected me emotionally causing undue stress from which I had to seek medical help.  The offer obviously came after the Revdex.com contact as they had made no effort to contact me other than via [redacted] but never with an offer to provide me with any type of credit.  Besides, when the whole event happened I was refused access to a manager or even a name when I called the dealership after their call to nullify the sale of the vehicle to me.  The person I talked to then, S[redacted], refused to give me the name of the manager or to provide me with any type of contact information.  So after this event I could never do business with a dealership that lacks integrity and does business in a bait and switch manner. If anything, I would like to have my complaint noted so that other Carmax would be customers know how the [redacted] Carmax dealership conducts business.  
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.
CarMax claims that the warranty sold to me is 3rd party is false.  The warranty sold to me is MaxCare, which is prominently displayed on Carmax's website, not a 3rd party vendor.Additionally, the warranty claim administrator is not "working with" me.  They have unreasonable demands which essentially put the claim review process at indefinitely open.  attached is my correspondence with the MaxCare.  Maxcare is still demanding that I spend ~$2500 to perform a "diagnostic" before they'll consider the claim.  Once a again, the demand is unreasonable and simply a stalling act.
Regards,
[redacted]

Revdex.com:
I did not receive  a call from CarMax and nothing was done to the female that behaved inappropriately.
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 not receive  a call from CarMax and nothing was done to the female that behaved inappropriately.
Regards,
[redacted]

Please see the attached.

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.Basically Carmax reiterated everything I complained about proving that they sold me a lemon..this car has been one big nightmare...When I purchased this car from Carmax I let the salesman [redacted] know that I was looking for reliable transportation
Instead I was sold a lemon....I need some type of resolution with this car....Carmax manager suggested that I purchase another vehicle and turned the [redacted] in for Repo...this was just before they did the transmission work....I'm trying to build my credit,not destroy it
Regards, [redacted]
[redacted]