Bastian Roofing, Inc.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I demand a 30-day...

warranty on whatever work is done to the vehicle, as every time it has been repaired the problem comes back.  I will take delivery of the vehicle after it has been repaired and will keep and eye on it for 30 days.  If after that period the vehicle does not manifest any issues, I will accept the solution.  If within 30 days the vehicle still has issues, I will demand a full refund.
Regards,
[redacted]

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

23236
Re: Mr. [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated March 16, 2016 regarding
the Vehicle purchased from the CarMax store located in Fairfield, California (“CarMax”)
on or about December 22, 2014.
In his complaint, Mr. [redacted] describes a history concern with the
Vehicle, and requests that CarMax offer him $3,000 for potential future value
depreciation.
CarMax provides a free AutoCheck Vehicle History Report with every
purchase, which is also available on our website for every vehicle in our
inventory. If the AutoCheck vehicle history report indicates any accident
history on the vehicle, our process includes sharing that information with the
customer prior to the final point of sale. We train our sales consultants to
share that while AutoCheck is a helpful resource, not every accident may be
reported in an AutoCheck report and CarMax does not guarantee an accident-free
vehicle. Additionally, CarMax does not control whether or not accidents are
reported to vehicle history reporting agencies, or when those accidents may
appear on vehicle history reports. Carmax does guarantee a vehicle that’s free
of frame or flood damage.
CarMax’s records indicate that Mr. [redacted] was previously in
communication with both management at the Fairfield location and members of the
Customer Relations department regarding his concerns. Mr. [redacted] connected with
the sales department regarding an accident on the AutoCheck Vehicle History
report, which was confirmed as appearing on the report after the date of sale.
CarMax completed an appraisal on the Vehicle on or about October 26, 2015, and
offered an additional $3,000 more than the Vehicle’s appraised value as a
gesture of goodwill for Mr. [redacted]. As with all of CarMax’s written offers,
this appraisal was valid for seven days.
Notes indicate that Mr. [redacted] also presented concerns with
brakes, a fog light cover, and a bumper on the Vehicle around the time of his
appraisal. Service records state that CarMax also assisted by covering the diagnostic
fee for the concerns as an additional gesture of goodwill for Mr. [redacted].
CarMax will not be participating in issuing $3,000 to Mr. [redacted].
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

December 23, 2016[redacted], Operations Supervisor720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mrs. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing in response to your letter dated December 7,...

2016, wherein you forwarded a complaint from Mrs. [redacted], regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about September 9, 2016.In the complaint, Mrs. [redacted] states that the Vehicle had to be taken to the [redacted] dealership (the “Dealership”) shortly after purchase in order to address two recalls – a sun visor wiring and totally integrated power module (TIPM) concern – on the Vehicle, both of which were shared with her at the time of purchase.  She then mentions that shortly after these recalls were addressed by the Dealership, the sunroof failed to operate.  Therefore, Mrs. [redacted] is requesting for CarMax to either exchange the Vehicle for a newer recall-free model at the same price or reimburse her for the amount that she paid towards the repair of the Vehicle.For background regarding recalls: Before any customer purchases a used vehicle, a CarMax associate and the customer review the recall information available on the [redacted] website.  After this initial review, customers sign a form acknowledging receipt of the [redacted] recall information prior to signing sales documents.  If a customer decides they do not want to keep the vehicle for any reason, every vehicle sold by CarMax is covered by a 5-Day Money-Back Guarantee.Additionally, manufacturers have not authorized CarMax to complete recall repairs and close out recalls. CarMax recommends customers to register their vehicle with the manufacturer and urge them to have open recalls fixed immediately following purchase. Our offer: Based on the above, in addition to CarMax’s belief that the current sunroof concern is related to the previous recall repair work performed by the Dealership, CarMax is not willing to provide Mrs. [redacted] with the resolution that she seeks.  However, they have been in communication with her since the receipt of this complaint, encouraging her to have the sunroof addressed by the Dealership.Conversely, if Mrs. [redacted] is interested in trading the Vehicle, she is encouraged to have it appraised at the CarMax nearest her.CarMax appreciates the opportunity to respond to this complaint and would encourage Mrs. [redacted] to contact me at 855-562-4935 ext. [redacted] if she had any additional questions or concerns.Sincerely,Nekia W[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 11234156
2007 [redacted], VIN:
[redacted] (the “Vehicle”)
Dear Mrs. [redacted]:                                                   ...⇄
Thank you for forwarding the complaint dated March 14, 2016 regarding
the Vehicle purchased from the CarMax store located in Burbank, California
(“CarMax”) on or about October 12, 2015. 
Ms. [redacted] requested in the desired settlement for CarMax to reimburse
her the cost that she paid to obtain and program a new key fob, in addition to
the cost that she paid to have the tire pressure monitoring system diagnosed by
a Chevrolet dealership.  Ms. [redacted] also
requested in the desired settlement for CarMax to reimburse her the cost that
she will soon have to pay to repair or replace five tire pressure sensors on
the Vehicle.
Ms. [redacted] brought the Vehicle to CarMax on or about October 15,
2015 to inquire about a noise, jerking concern, check engine light and gas
seal.  CarMax diagnosed and repaired each
concern at no cost to Ms. [redacted], under the terms of the Limited Warranty.
Ms. [redacted] later brought the Vehicle back to CarMax on or about
December 3, 2015 to inquire about a check engine light, tire pressure light and
high beam light concern.  Ms. [redacted] was
outside of CarMax’s 6-month or 6,000 mile warranty at the time of this
visit.  However, as a gesture of customer
service, CarMax diagnosed the Vehicle and made the necessary repairs at no cost
to Ms. [redacted].  All of these repairs
were new concerns, unrelated to the initial visit on or about October 15, 2015.  CarMax does not have any record of being in
communication with Ms. [redacted] after this last visit on or about December 3,
2015, but was later informed about her outstanding concerns via the receipt of
this complaint.
Based on CarMax not having been in
communication with Ms. [redacted] since her last appointment date and due to the
fact that Ms. [redacted] was outside of CarMax’s 6-month of 6,000 mile warranty at
the time of her next visit to the Chevrolet dealership, CarMax is declining Ms.
[redacted]’s request to be reimbursed for the repair and diagnosis of the tire
pressure sensors.  In addition, CarMax is
also declining Ms. [redacted]’s request to be reimbursed for the cost that she
paid for a new key, as this was not a previously discussed concern between
CarMax and Ms. [redacted].
CarMax appreciates the opportunity to respond to this complaint
and considers this matter resolved.
Please contact me at (804)747-0422 extension
[redacted] with any questions you may have.
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.I allowed them to run my credit one time and if you look at the date and times it was ran07.21.2014 @ 8:03 PM 9 times07.21.2014 @ 8:14 PM 9 times07.21.2014 @ 8:36 PM 9 times07.22.2014 @ 10:41 AM 9 times07.22.2014 @ 5:34 PM 9 timesWhy in the world would they run my credit 27 different times minutes apart and again the next day hours apart another 18 times.  I told the salesman that I only wanted it ran through CarMax credit.  I want all these inquiries removed from my credit.  My credit score has been lowered 120 points and I cannot move forward to get a home.  This has to be illegal for them be able to get away with this.  They are ruining peoples lives.  I was financed through [redacted] at 1.9% APR.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

November 20, 2015
[redacted]
Operations Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
Re: [redacted]
Complaint ID: [redacted]
[redacted] (the “Vehicle”), VIN:
[redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated November 9, 2015 regarding
the Vehicle purchased from the CarMax store located in Hillside, Illinois (“CarMax”)
on or about February 20, 2015.  In this
complaint, Mr. Williams cites concerns regarding several noises he has heard
while operating the Vehicle, return trips to CarMax’s service department, and a
vehicle history concern.  He requests
that CarMax either replace the Vehicle or offer a refund.
CarMax’s records indicate the service team has completed repair work
on the Vehicle’s air conditioning system, weather stripping, and intake
gaskets, as well as alignment of a bumper. Service records state that Mr.
Williams brought his vehicle in for a noise concern on or about July 29,
2015.  The repair order indicates that
the repair work was covered by Mr. Williams’ MaxCare Extended Service
Plan.  The records also state that CarMax
assisted by covering the plan deductible and supplied a rental vehicle for
approximately fifteen extra days at no cost to Mr. Williams. 
CarMax’s records indicate the service team was alerted by Mr.
Williams that the Vehicle was again making noises on or about August 22,
2015.  Service records list that CarMax
sent it to another dealership for a second opinion on or around September 9, 2015,
where it was determined the Vehicle’s tires were the cause of the sound.  CarMax’s records indicate that the service
team replaced the Vehicle’s tires with four brand new tires at no cost to Mr.
Williams to resolve the issue.  CarMax
declines to provide any further relief.
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,
[redacted]
Analyst, Customer Relations

Re: [redacted]...

[redacted]
Complaint ID: [redacted]
 
Dear [redacted]:                              
 
Thank you for forwarding the complaint dated [redacted] regarding
the Vehicle purchased from the CarMax store located in Indianapolis, IN (“CarMax”)
on or about [redacted]
 
In the complaint, [redacted] states that CarMax repaired the regulator
in the Vehicle’s driver side window and that it recently needed to be repaired
again. According to the [redacted] dealership that serviced the Vehicle, the
regulator that was put in by CarMax was the wrong one. [redacted] requests
that CarMax reimburse him for the cost of the repair.
 
CarMax’s records indicate that the Vehicle’s driver side door regulator
was repaired on or about May 10, 2013 and the identification number for the
part that was put in is [redacted]. According to this identification number, the
regulator is specifically made for the driver side window and is therefore the
correct part.
 
Based on the information provided above and the length of time
since the initial repair was complete, CarMax is confident that the correct
part was used and will not be participating in the settlement that [redacted]
seeks.
 
CarMax appreciates the opportunity to respond to this complaint
and considers this matter closed.
 
Please contact me at [redacted], extension [redacted],
with any questions you may have.
 
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I was told by carmax prior to buying the [redacted] that it was paid off I was told by a carmax rep from store location the car was sold from also I have proof I had possession of the vehicle months before the registered owner is said to have notified carmax. Carmax financing is stating that it is my fault for not checking the status of the title but I was actually told from carmax that it was paid off prior to my buying this vehicle the carmax rep said she was looking in there system and in the Texas dmv otherwise I would not have purchased this vehicle. This was a mistake on their end which miss lead me to purchase this vehicle. I have dmv vin verification, shop receipts along with many other documents stating I had this vehicle long before anything was reported. Carmax states the registered owner said a girl took off in it and never came back... Why was there no report made I have had this car for about eight months why was the police report mad this month after filling a complaint with Revdex.com? This seems to me that carmax is just trying to cover yourself instead of admitting to making a mistake and doing good business. Please don't let this go unnoticed the time frame in which they say these reports where made does not match up to the actual documents that I have along with a witness that heard the call to carmax staying this vehicle was paid off. I do not accept their three hundred dollar offer because the misleading information provided by carmax has now made us both partners in this vehicle. Along with being civilly harassed and degraded from other carmax reps.

Dear Mrs. Via, 
                Thank you for forwarding the complaint received in your office from Mr. [redacted] as it pertains to his purchase of the Vehicle form CarMax of [redacted](“CarMax”) on or about...

February 8,2017.  In his request, Mr. [redacted] is asking for a manager to contact him and to offer a rental car until the concern with the [redacted] registration is resolved.
                I am pleased to inform you that Mr. [redacted] concerns have been addressed. CarMax was able to offer a full return on the Vehicle and Mr. [redacted] has purchased another vehicle from CarMax.
                In the event that Mr. [redacted] has any further questions, he is welcome to contact me directly at
[redacted]
Sincerely,
V[redacted]
Analyst, Customer Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I just got my coupon book this past week and have NEVER gotten an email reminder    They are reporting inaccurate information.   Liars

February 18th,
2016
[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted] (VIN:
[redacted] the “Vehicle”)
[redacted]
Dear Mrs.
[redacted],...


            Thank you for forwarding the
complaint received in your office from Mr. [redacted] regarding his purchase of
the Vehicle from CarMax of Laurel, MD (“CarMax”) on December 4th,
2015. In his complaint, Mr. [redacted] requested an extension of the Vehicle’s
30-Day Limited Warranty and compensation for one month of his car payment for
the repair delays.
            CarMax was actively repairing the
Vehicle at the time Mr. [redacted] submitted his complaint. CarMax completed
repairs to address a belt squeak concern on February 1st, 2016, and
Mr. [redacted] picked up the Vehicle.
            CarMax management spoke with Mr.
[redacted] on February 4th, 2016, and discussed concerns about his
experience. CarMax agreed to extend the 30-Day Limited Warranty for the Vehicle
through March 1st, 2016, in the interest of customer service. CarMax
also communicated with Mr. [redacted] that a payment on the loan associated with
the Vehicle is not something CarMax would provide.
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:
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.]Car Max is violating its own policy by refusing to finish repairing the car. Above 45 MPH if you need to make an emergency stop the ABS system fails and the wheels lock up. I have attached photos of the cars manual in regards to the ABS. If the brake pedal is hit hard to avoid an object or heaven forbid a person the system completely fails and All wheels lock up and THE ABS,ESP and the BRAKE light come on and error code 01130. According to the cars manual its a complete ABS system Failure. Yes car max spent money and getting other things replaced. I am asking for car max to keep trying to fix the system. The [redacted] they sold me also had two tires that are at the wear bar and need replacing. Car Max can either please finish repairing the car or take the car back.I want the ABS system to be look into further. The day I picked up the car I went for a drive came back to show the dealer the the lights where back on. They told me they don't know what else to do and that I needed to go back to car max. I want car max to reimburse me for any further repairs that the car needs they would be kept informed by the dealer or repair center. Car has a service appointment on 6/1/2015. J[redacted] specializes in ** cars. Phone number for the repair center is [redacted] and manager is [redacted]. I have no issues taking it back to [redacted] north at car max expense.  
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
Dear [redacted],
 
Thank you for forwarding the complaint received in your
office...

from [redacted] regarding the Vehicle purchased from [redacted] on [redacted].  In the complaint, [redacted] states that
the Vehicle is having ongoing electrical mechanical issues.
 
CarMax is aware of [redacted] concerns with the Vehicle, as
well as the damage that occurred to the Vehicle.  After the purchase of the Vehicle, [redacted]
brought the Vehicle to the CarMax service center on or about [redacted] stating concerns with a whining noise in the suspension.  CarMax diagnosed the Vehicle and found that the
blow-off tube for the air compressor was kinked.  CarMax was able to successfully complete
repairs.  Since addressing that concern, CarMax
has not seen the Vehicle until [redacted] reached out about his current
concerns. 
 
After hearing [redacted] concerns, CarMax management had the
Vehicle towed from [redacted] repair facility to the CarMax service center.  CarMax diagnosed the Vehicle and found
evidence that fuses had been installed in the Vehicle that were too high of a
voltage, causing extensive electrical damage to the wiring in the Vehicle.  CarMax records indicate that [redacted] advised
that the fuses were replaced prior to bringing the Vehicle to CarMax.  CarMax recommended that [redacted] take the
Vehicle to an authorized manufacturer dealership that would be able to repair
the electrical damage and reprogram the necessary components. As a gesture of
customer service, [redacted] was provided with a loaner vehicle during the
diagnosis period.  
 
At this time, CarMax has had the Vehicle towed to the manufacturer
dealership of [redacted] choice for repairs. 
Due to the evidence pointing towards the recent electrical concerns
being caused by improper fuses being installed in the Vehicle after purchase,
CarMax will not be participating in paying for [redacted] repairs. 
 
CarMax respects [redacted] request for no additional contact
and appreciates the opportunity to respond to this
complaint.
 
Please contact me at [redacted],
extension [redacted], with any questions you may have.
 
Sincerely,
 
[redacted]
[redacted]s

[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]

August 5, 2016[redacted]720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]Complaint ID [redacted]I am writing in response to your letter dated July 17, 2016 wherein you forwarded a...

complaint from Mrs. [redacted] regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about March 14, 2016.  In the complaint, Mrs. [redacted] expresses concern with CarMax not having added Guaranteed Asset Protection ("GAP") to the Vehicle at the time of purchase.For background, Mrs. [redacted] brought CarMax an external lienholder check (from [redacted]) in the total amount of $[redacted].00, to use towards the purchase of the Vehicle.  CarMax accepted this check, and had Mrs. [redacted] complete the remaining paperwork necessary to purchase the Vehicle.  In addition, Mrs. [redacted] also completed paperwork for the purchase of her MaxCare Extended Service Plan.  However, Mrs. [redacted] was not presented with the option to purchase GAP at the time of signing due to the fact that GAP can only be purchased through a customer’s lienholder.  This would have been an option provided to Mrs. [redacted] at the time of the [redacted] application.  Furthermore, CarMax researched Mrs. [redacted] statement regarding being told information of the contrary, but was unable to find any such records indicating that GAP was added to the Vehicle at the time of purchase.Based on the above, in addition to CarMax’s inability to add GAP to the purchase of the Vehicle, CarMax is declining Mrs. [redacted] request.  CarMax does, however, appreciate the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.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. I filed a complaint with Revdex.com on 12/4/17 against CarMax, Inc that I sold them a car and they never registered the car with the [redacted] and now I am getting delinquent notices, sanctions and fines.  CarMax replied to my complaint that “title is not changed to a new owner’s name until the new consumer owner of the Vehicle completes the process with appropriate agencies.”  THIS IS NOT THE LAW IN CALIFORNIA. Once the vehicle was sold by me to CarMax they should have changed title immediately.  If they chose to have the car sit on their lot untitled and then when it was sold allow the new owner to change the title at their discretion, this is a violation of California law.  If you buy a car from a private seller, the [redacted] requires that you transfer the title in your name within 10 days of the purchase date. The seller should provide you with a majority of the required items to title the car in your name.Head to your local [redacted] agency (make an appointment to cut down your wait time) with:The properly assigned car title, complete with the seller's signature and any applicable lien releases on the appropriate line(s). IF the:Title was lost, you'll need to submit a completed:Application for Duplicate or Transfer of Title (Form REG 227), filled out and signed by you (the buyer) AND the seller.*Lien Satisfied/Legal Owner/Title Holder Release (Form REG 166) to indicate any lien releases, if applicable. This form must be notarized. Person listed on the title is not the person selling you the vehicle, you must include all bills of sale to prove the changes in ownership leading up to you. The odometer mileage recordedon the title IF the car is under 10 years old.If there's no space to record the mileage on the vehicle title, you (the buyer) AND the seller will need to complete and sign a Vehicle/Vessel Transfer and Reassignment Form (Form REG 262). Proof of smog certification, which you should have received from the seller.If your recently-bought vehicle is 4 model years or fewer AND not diesel-powered, you're exempt from this requirement and must pay an $* smog transfer fee instead.Payment for the $** vehicle title transfer fee and all use tax fees.The [redacted] accepts cash, debit/credit cards, and cashier's checks or money orders made payable to "[redacted]."When everything's approved, the [redacted] will issue a [redacted] title for the car in your name! You officially own the vehicle. 
Regards,
[redacted]

Dear Mrs. [redacted]:                   ...

               
Thank you for forwarding the complaint
dated July 7, 2017, regarding Ms. [redacted] interest in purchasing a vehicle from
the CarMax store located in [redacted] (“CarMax”).
In the complaint, Ms. [redacted] states
that she provided her information to CarMax for the purpose of vehicle loan
financing in June 2016, then again in October 2016. She requests that CarMax
remove the inquiries related to both of her finance applications, as noted on
the Credit Bureaus’ reporting.
Business records note that Ms. [redacted]
submitted her financing information to CarMax with the intent of obtaining loan
information during time periods noted above. CarMax obtains authorization from
customers prior to submitting their information to the appropriate lienholders
for the purpose of vehicle loan approval consideration. The finance portion of CarMax’s
website notes the following, “Important: Please review these Terms and
Conditions carefully. This is a CarMax credit application that will result in inquiries
on your credit report. Any pre-qualification is valid only at CarMax locations
toward a [redacted] with less than 58,000 miles (or less than
92,000 miles, if the vehicle price you specified above is less than $[redacted])
(the “Parameters”). If you provide applicant and co-applicant information, you
agree that you intend to apply for joint credit.”
Ms. [redacted] confirms in her RevDex.com letter that she declined the loan terms provided for her by the
lienholders and elected to not purchase a vehicle with CarMax. As business
records indicate that this information was accurately reported to the Credit
Bureaus, CarMax will not be participating in Ms. [redacted] requested settlement.
Should Ms. [redacted] have any unaddressed questions about CarMax’s financing
processes, she is encouraged to contact CarMax [redacted].
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed.
Please contact me at [redacted],
extension [redacted], with any questions you may have.
Sincerely,
[redacted]
Analyst, Executive Response Team

July 7th,
2016
[redacted]
RE: [redacted]
[redacted] 
            Thank you for forwarding the
complaint received in your office from Mr. [redacted]...

regarding his purchase of the
Vehicle from CarMax of [redacted], ** (“CarMax”) on April 19th, 2016.
At
the time of purchase, Mr. [redacted] also elected to purchase a MaxCare Extended
Service Plan (“ESP”) for a term of 60 months or until the Vehicle exceeded
75,000 miles with a deductible of $**.00. In his complaint, Mr. [redacted]
requested that the ESP be used at a [redacted] dealership as opposed to
CarMax.
            Mr.
[redacted] brought the Vehicle to CarMax on approximately June 28th,
2016, inquiring about a noise concern when braking. CarMax was unable to
duplicate this concern when test-driving the Vehicle and informed Mr. [redacted]
that no repairs were needed.
Per Mr. [redacted] request
to replace the brake pads and rotors with original equipment manufacturer
(“OEM”) parts from [redacted], CarMax elected to do so at no cost to Mr.
[redacted] in an effort of customer service.
            Mr.
[redacted] picked up the Vehicle from CarMax on approximately July 1st,
2016, with these repairs completed. In the event that Mr. [redacted] has any
additional repair concerns or any further questions, he may contact me at
[redacted], ext. [redacted]. Thank you for providing
CarMax the opportunity to respond to this matter.
Sincerely,
Curt
D[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.
AS of April 3, 2017 my [redacted] was sent a week later after mind you it was towed to Carmax in Laurel one day after being picked up from being fixed on  March 18, 2017. Per techs suggestion it was taken to a [redacted] dealership were it still sits. The car has been with CarMax I believe now a total of 55 days, though not consecutively . Yes I have been given loaner but the point is I bought  a car thinking it was in sound mechanical working order. At this point I no longer feel this way and have voiced my frustration to service managers , Mangers when they call you back and the mechanics! At this point I feel that this car is in fact a lemon.  Carmax keeps trying to fix the car but has been unable to do so at this time. I want them to buy back the car and get a different one . I no longer have confidence that this car is trustworthy nor  road worthy . Prompt response and action would be appreciated. Please note I have also filed a complaint with Consumer Protection Division in Baltimore / states attorneys office in this matter .
Regards,
[redacted]

December 2, 2016
 
 
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.  Mr. [redacted] claims that he
was unable to make his account payments on time because he received his checks
late from the [redacted] ([redacted]). 
Mr. [redacted] also claims that we should not have charged off his account
because he was on active duty.  Accordingly,
Mr. [redacted] is requesting that we delete all late payment reportings,
including the charge-off from our tradeline. 
After due consideration, we find no merit in any of Mr. [redacted]
claims.
 
For
background, Mr. [redacted] executed a retail installment contract for the
purchase and financing of a [redacted] on August 6, 2014.  As a matter of policy, we scrub all our
delinquent accounts before we initiate repossession to confirm that the owner
of the vehicle is not an active duty service member.  On April 21, 2015, we discovered that Mr.
[redacted] was called to active duty from February 22, 2015 through March 17,
2015.  Accordingly, we provided Mr.
[redacted] with the benefits afforded by the [redacted]
([redacted]) – lowered his finance charge rate from [redacted] to **, effective February 22,
2015 (which reduced his monthly payment from [redacted] to [redacted]) and we ceased
our efforts to repossess his vehicle. 
 
Contrary to
Mr. [redacted] statement that he made his payments late because he received his
checks late, our records reflect that Mr. [redacted] late payments started
prior to his call to active duty service on February 22, 2015.  Mr. [redacted] did not make his first
installment payment (due on September 20, 2014) until October 4, 2014.  Mr. [redacted] November 2014 through February
2015 payments were all over 30 days past due. 
On November 30, 2015, we charged off Mr. [redacted] account after his
July 2015 payment was over 120 days past due and we updated our reporting to
the credit reporting agencies with this information.
 
To
address Mr. [redacted] claim regarding the charge off of his account, the [redacted] prohibits the termination or acceleration of a pre-military service contract
because of a breach that occurred before or during the service member’s military
service.  For accounting purposes, we
write off or charge off accounts that are over 120 days past due.  As a general rule, once an account charges
off, the obligor can no longer make payments by installments and must pay off
the entire outstanding balance.  However,
due to the protections afforded by the [redacted], we do not accelerate the outstanding
balance of protected active duty service members upon charge off.  As such, protected service member’s can
continue making their monthly installment payments despite the charge off of
their accounts.  According to our account
records, this information was conveyed to Mr. [redacted].  On March 17, 2016, Mr. [redacted] active duty
status, including the 12-month benefit extension required by the [redacted], expired
and we updated his account back to the contract terms.  Mr. [redacted] currently has an outstanding balance
of [redacted].  As we have offered Mr.
[redacted] in the past, we are willing to enter into a payment plan that will
assist him resolve his outstanding balance. 
If Mr. [redacted] would like to discuss this opportunity, he should please
contact Sarah E[redacted] at 770-792-4750, extension [redacted].
 
 Given the
above explanation, we cannot provide Mr. [redacted] with the relief that he
seeks.  We will, however, continue to reflect
in our reportings to the credit reporting agencies that Mr. [redacted] disputes
the information on our tradeline. 
 
Thank
you, again, for bringing this complaint to our attention and for the
opportunity to provide this explanation. 
If you need any additional information regarding the above, please do
not hesitate to contact me directly by phone at [redacted] or by email at
[redacted].
 
Sincerely,
Brent A[redacted]
Operational Compliance
Manager
CarMax Auto Finance
 
cc: [redacted]