Bastian Roofing, Inc.

January 18, 2017[redacted]Re: Ms. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]I am writing in response to your letter dated December 30, 2016, wherein you forwarded a complaint from Ms. [redacted] regarding the Vehicle...

purchased from the CarMax store located in [redacted] (“CarMax”) on or about November 25, 2016.  In the complaint Ms. [redacted] requested for CarMax to do one of the following: (a) repair the Vehicle as quickly as possible; (b) offer to extend the Vehicle’s manufacturer’s warranty, up to 50,000 miles; or (c) complete a full return of the Vehicle.  In addition to this, Ms. [redacted] also requested that a member of CarMax contact her by phone in order to address the concerns noted in the complaint.Per the request of Ms. [redacted], a member of CarMax’s Customer Relations team connected with her by phone on January 9, 2017.  During the call, Ms. [redacted] reiterated the content provided in her complaint, while also sharing that she’d recently spoken with Mr. Armando G[redacted]., the Location General Manager of CarMax.  Ms. [redacted] shared that during this call with Mr. G[redacted], he offered to either repair the concerns with the Vehicle (at no cost to her) or refund any remaining portion of her MaxCare extended service plan.While speaking with the Customer Relations Team member (on January 9, 2017), Ms. [redacted] mentioned that she did not accept either of the two options provided by Mr. G[redacted].  However, during this call (on January 9, 2017), Ms. [redacted] made a final request for the Customer Relations team member or Mr. G[redacted]. to call her back regarding any available options to extend her manufacturer’s warranty up to 50,000 miles.Due to CarMax’s inability to offer an extension of a manufacturer’s warranty, they were unable to honor her request made by phone on January 9, 2017.  However, as a gesture of customer service, CarMax offered to cover the cost of any deductible incurred until the Vehicle’s odometer reaches 50,000 miles.  In addition, CarMax also repaired the three concerns noted in Repair Order #[redacted] (at no cost to Ms. [redacted]) on or about January 12, 2017. CarMax appreciates the opportunity to respond and consider the above the resolution to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W[redacted]Analyst, Executive Response Team

July 28, 2016
 
Revdex.com...

Serving Central Virginia, Inc.
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236
 
RE:     [redacted] Complaint        
            Complaint
ID: [redacted]
           
Dear Sir/Madam:
 
Thank you for sharing Ms. [redacted] complaint and
providing us with the opportunity to respond. 
We are pleased to inform you that we have resolved Ms. [redacted] complaint to her satisfaction by confirming that her retail installment
contract (“Contract”) is valid with CarMax Auto Finance and, as a matter of
customer service, crediting her first 2 monthly payments of $545.59.
 
For explanation, Ms. [redacted] visited our [redacted] store
on May 2, 2016 and applied for credit to purchase a [redacted] (the
“Vehicle”).  Ms. [redacted] received a
credit offer from [redacted] containing a proof of income (“POI”)
documentation requirement.  Ms.
[redacted] provided this documentation, executed the retail installment
contract (“Contract”) and took delivery of the Vehicle.  Shortly thereafter, we discovered that the
POI documentation was incomplete. 
 
By the time we had coordinated with Ms. [redacted] to obtain the
remainder of the POI documentation, [redacted] credit offer had expired in its
systems.  When we approached Ms.
[redacted] for assistance in refreshing this exact offer with [redacted] we
misinformed her on the process, asking that she return to the store with the
Vehicle instead of assisting us over the phone. 
 
We apologize to Ms. [redacted] for the misunderstanding and any
inconvenience, and have already provided feedback to the relevant
associates.  Additionally, we explained
to Ms. [redacted] that we do not engage in any form of “spot delivery.”  Except in cases of misrepresentation or fraud,
every executed retail installment contract is final and binding and we never
require a customer to return the vehicle.   
  
 
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] complaint to our
attention.  If you need any additional
information, please do not hesitate to contact me directly at the contact
information provided above.

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 belowI do not feel this is the appropriate [redacted]er to resolve the issue as I would still be spending $$ to correct an issue that stemmed from their negligence. In my original complaint, I advised that they were willing to perform the alignment in an effort to prevent any additional damage to the tires, however, extending an offer to me to purchase tires at cost does not represebt them taking full responsibility for the damage that occurred prior to the alignment. They've acknowledged on more than one occasion that the alignment caused the damage, minimal or otherwise. The challenge seems to be that because the tire treads pass state safety standards and CarMax safety standards, CarMax does not feel the need to assume responsibility. I don't see how the customer is being treated fairly by paying $$ to replace tires that were damaged as a result of REQUIRED maintenance not performed prior to sale. Why should the customer be penalized for their mistake? 
Regards,
[redacted]

June 20th,
2016
[redacted]
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
(VIN: [redacted], the “Vehicle”)
Dear Mrs.
[redacted],...


            Thank you for forwarding the
complaint received in your office from Mr. [redacted] regarding his purchase of the
Vehicle from CarMax of Columbia, SC (“CarMax”) on October 22nd, 2010.
In
his complaint, Mr. [redacted] states that the Vehicle purchased was involved in an
odometer rollback and also had existing frame damage prior to purchase. Mr.
[redacted] requested that CarMax refund “the amount of
money that was overpaid and for the difference of what [the Vehicle] was
actually worth at that time.”
            CarMax
was aware of Mr. [redacted]’ concerns prior to receiving this complaint and was in
communication with Mr. [redacted] after the complaint was submitted. CarMax
completed previous repairs on the Vehicle throughout Mr. [redacted]’ ownership and
has not found any evidence of frame damage after inspection. A review of CarMax
records indicate that the Vehicle did have an incorrect mileage reported via an
auction company on a [redacted] vehicle history report prior to Mr. [redacted]’
purchase. CarMax was unaware of this discrepancy as customers are provided with
an AutoCheck vehicle history report prior to purchase. The Vehicle was never
titled improperly due to this discrepancy, and the concern does not have any impact
on value of the Vehicle.
            CarMax
Customer Relations spoke with Mr. [redacted] regarding these concerns on
approximately June 15th, 2016, and offered to appraise the Vehicle
at any time Mr. [redacted] would like.
            If
Mr. [redacted] has any further questions regarding this concern, he is welcomed to
contact me at [redacted]
Thank you for providing
CarMax the opportunity to respond to this matter.
Sincerely,
Curt
D[redacted]
[redacted]

August 21,
2015
 
 
Revdex.com Serving
Central Virginia, Inc.
720
Moorefield Park Drive
Suite 300
Richmond,
VA 23236
 
RE:      Consumer
Complaint of [redacted]
 
Dear
Sir/Madam:
 
This
confirms receipt of...

the complaint filed by [redacted] on behalf of Michele
[redacted].  Ms. [redacted] raises several
concerns in her complaint: (1) that we repossessed her vehicle even though we
had agreed to a payment arrangement; (2) that we did not provided her with a consistent
payoff quote on the 3 occasions that she requested payoff information; and (3) that
we do not accept debit card payments to pay-off accounts. 
 
What
follows are the facts surrounding Ms. [redacted]’ complaint with our explanation:
 
§  On April 18, 2009,
Ms. [redacted] financed the purchase of a [redacted] (Vehicle) from
CarMax Auto Superstores (our Dealer Affiliate). 
Ms. [redacted] and our Dealer Affiliate executed a retail installment sale
contract, which was subsequently purchased by and assigned to us – CarMax Auto
Finance.
§  Prior to our repossession
of the Vehicle on July 26, 2015 our records reflect that we had several
conversations with Ms. [redacted] in an effort to set up a payment plan to
prevent the repossession of the Vehicle. 
Ms. [redacted] could not agree to a payment plan and opted to make
payments when she could.  Ms. [redacted]’
account was 90 days delinquent for the April 27,
2015 payment when we repossessed the Vehicle.
§  On July 28, 2015 Ms.
[redacted] called us to obtain the payoff balance on her account.  We informed Ms. [redacted] that her payoff
balance was $5,208.36.  This amount was a
10-day payoff quote; meaning it included the outstanding balance on Ms.
[redacted]’ account as of July 28, 2015 (which included our repossession fee)
plus 10 additional days of unaccrued finance charges.  A 10-day payoff quote is given so that
customers have sufficient time to make the payment – mail time also considered.  Note that upon receipt of the payment, any
amount in excess of the actual payoff is refunded to the customer.
§  Later that day (July 28th),
an associate of our Dealer Affiliate called to inform us that Ms. [redacted] was
at her store and that she wanted to pay-off the account.  However, Ms. [redacted] was concerned that the
payoff amount given to her by our Dealer Affiliate’s associate was different
than the amount initially disclosed to Ms. [redacted].  We apologized and then explained to Ms.
[redacted] that our Dealer Affiliate’s system had not yet been updated with our
repossession fee.  We confirmed the
payoff amount and also advised Ms. [redacted] that the payoff should be made by
cash or certified funds.  We, generally, do
not accept debit or credit card payments to pay-off an account because
customers have up to 6 months after the payment to dispute the charges.
§  Our records reflect
that Ms. [redacted] – in what appears to be an attempt to circumvent our payment requirements
- made a debit card payment for $5,208.00 and then a cash payment of $0.36. 
§  When Ms. [redacted]
called to confirm that Ms. [redacted] made the payment, we informed her that Ms. [redacted]
would have to initiate a 3-way conference call with her bank to confirm that
she intended to make the $5,208.00 payment and that she would not dispute the
payment.  Ms. [redacted] initiated the
conference call with her bank as requested and the matter was resolved.
 
Thank you for bringing this matter to our attention and affording us
the opportunity to provide this explanation. 
We, again, apologize that we did not meet Ms. [redacted]’ customer service
expectations, specifically as it relates to providing accurate payoff
information.  Please contact me at [redacted],
extension [redacted] if you have any questions or concerns regarding the information
above.
 
Sincerely,
 
 
 
[redacted]
[redacted]
[redacted]
 
Copy:
[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.My car still not been repaired under the warranty that was purchased through max care
Regards,
[redacted]

March 4th,
2016
[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted] (VIN: [redacted]
the “Vehicle”)
2014 [redacted]
Dear Mrs.
[redacted],...


            Thank you for forwarding the
complaint received in your office from Ms. [redacted] regarding her purchase of
the Vehicle from CarMax of Schaumburg, IL (“CarMax”) on February 4th,
2016. In
her complaint, Ms. [redacted] requested a credit for two replacement tires on the
Vehicle due to concerns since purchase.
            CarMax
was aware of Ms. [redacted]’s concerns prior to receiving this complaint. Ms.
[redacted] inquired about the tread depth of the tires prior to purchase, which
measured above both state and CarMax’s standards. CarMax informed Ms. [redacted]
that these tires would not be replaced as a result of that measurement. Ms.
[redacted] then elected to purchase the Vehicle.
CarMax had additional
conversations with Ms. [redacted] and her boyfriend on February 11th,
2016, and February 24th, 2016, when they again requested replacement
of the tires. CarMax informed Ms. [redacted] that because the tires exceeded
standards there would be no replacement under her Limited 30-Day Warranty.
            CarMax
agrees to replace the tires at cost for Ms. [redacted] but declines any further
financial assistance. If
Ms. [redacted] has further questions, she may contact me at 1-800-519-1511, ext.
82505.
            Thank you for providing CarMax the
opportunity to respond to this matter.
Sincerely,
Curt
D[redacted]
Analyst,
CarMax Customer Relations

June 8th,
2016
[redacted]
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
(VIN: [redacted] the
“Vehicle”)
Dear Mrs.
[redacted],
           ...

Thank you for forwarding the
complaint received in your office from Ms. [redacted] regarding her purchase of
the Vehicle from CarMax of [redacted] (“CarMax”) on May 7th, 2016. In
her complaint, Ms. [redacted] expresses dissatisfaction with the Vehicle as a result
of cosmetic concerns after purchase. Ms. [redacted] requested that CarMax honor
the original contract terms on her purchase in providing her with a replacement
vehicle.
            CarMax
was aware of Ms. [redacted]’s concerns prior to receiving this complaint. Ms.
[redacted] brought the Vehicle to CarMax with service concerns on the Vehicle on
approximately May 20th, 2016. These concerns were addressed within
CarMax’s Limited 30-Day Warranty period. After repairs were completed, Ms.
[redacted] voiced dissatisfaction with the quality of repair CarMax performed. As
a result, in the interest of customer service, CarMax provided Ms. [redacted] the
option to return the Vehicle and find a replacement vehicle to better meet Ms.
[redacted]’s expectations.
            CarMax
is unable to honor Ms. [redacted]’s request as the terms of the contract would be
at the discretion of the finance company funding Ms. [redacted]’s loan. This was
communicated with Ms. [redacted] several times during her visits to CarMax. Ms.
[redacted] elected to return the Vehicle and received her down-payment refunded
from the original transaction.
            In
the event that Ms. [redacted] would like to purchase a vehicle from CarMax, or if
she has any questions regarding this matter, she is more than welcome to
contact me at [redacted], ext. [redacted]
Thank you for providing
CarMax the opportunity to respond to this matter.
Sincerely,
Curt
D[redacted]

August 10, 2016[redacted]Re: [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] I am writing in response to your letter dated July 22, 2016, regarding the Vehicle appraised at the CarMax store located in [redacted]...

(“CarMax”) on or about July 22, 2016.  Based on Mr. [redacted] claim that CarMax allegedly damaged his Vehicle during their appraisal process, he is requesting that CarMax reimburse him the cost he paid to have the Vehicle towed to and repaired by his mechanic.CarMax’s normal appraisal process consists of taking a vehicle on a one-mile test drive.  During this drive, CarMax will evaluate the vehicles performance and overall drivability.  After that is completed, CarMax will park the vehicle and inspect it for any signs of frame, flood or cosmetic damage.  Once this is done, CarMax’s Purchasing Team will provide the customer a written offer for their vehicle.  This offer is then good for a period of seven days. To highlight, this same process was followed for Mr. [redacted] Vehicle and is of CarMax’s opinion that they were not at fault for the failure noted in the complaint.As a gesture of goodwill, CarMax offered to diagnose the Vehicle at no cost.  However, Mr. [redacted] declined this offer and had the Vehicle towed to his mechanic for diagnosis (at his expense).CarMax later received a survey from Mr. [redacted] on or about July 25, 2016, indicating that his mechanic determined that there was a communication failure between the remote start feature and the ignition key.  However, Mr. [redacted] did not provide a cost associated with this repair, nor additional details from the mechanic stating that this was in direct relation to CarMax’s appraisal.  Therefore, in an effort to learn more, CarMax called and left a voicemail with Mr. [redacted] on about August 5th.  CarMax has not heard back from Mr. [redacted] as of today’s date.Based on the above, CarMax is unable to provide a resolution as it pertains to this complaint, but would encourage Mr. [redacted] to contact Senior Buyer, [redacted], back at [redacted] ext. [redacted] when he has a chance to do so.CarMax appreciates the opportunity to respond to this complaint.Sincerely,Nekia W[redacted]Analyst, Executive Response Team

Revdex.com:
I resolved this issue in person.

Thank you
for forwarding the complaint received in
your office on January 26, 2018, from Ms.
[redacted]. In the complaint, Ms. [redacted] references concerns about the privacy
of her personal and financial information in CarMax systems.  
Ms. [redacted]
contacted CarMax Home Office on January...

26, 2018,
regarding the same concerns listed in the complaint. CarMax Home Office
has since been in contact with Ms. [redacted] via phone to discuss these concerns.
A review of CarMax records indicate no evidence that Ms. [redacted]’s
information was compromised.
As a gesture of customer service, CarMax has offered credit monitoring services
for one year at no cost to her.
CarMax
appreciates the opportunity to respond to this complaint and considers this
matter resolved.
Sincerely,
CarMax
Home Office

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]

October 26, 2016[redacted], Operations [redacted]RE: [redacted], VIN: [redacted] (“the Vehicle”)Dear Mrs. [redacted],Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted], ** on June 11, 2016....

In the complaint, Miss [redacted] states that  the Vehicle has had multiple service concerns since the time of purchase and requests that CarMax buy the Vehicle back.CarMax’s records indicate the Vehicle was brought to CarMax of [redacted], ** for service on four different occasions, on or around: August 16, 2016, September 16, 2016, September 29, 2016, and October 5, 2016.  Notes indicate that during the initial service visit CarMax was unable to verify two of the concerns brought to their attention, however, they were able to verify and complete needed repairs for the remaining concerns.  On the subsequent visits CarMax verified and completed repairs on all concerns brought to their attention.  During each of the four visits, repairs were completed at no cost to Miss [redacted]. Additionally, as a gesture of customer service, CarMax covered the cost of a rental vehicle for the days not covered by Miss [redacted] Extended Service Plan.Miss [redacted] also states that “the vehicle purchased did not come with the items that were supposed to be in the car”.  Based on notes from the August 16, 2016 service appointment, which detail a concern with an inoperable Bluetooth, CarMax believe Miss [redacted] is referring this feature.  On or around the time of this service appointment, Miss [redacted] was advised that the Vehicle was not equipped with Bluetooth.  Additionally, upon receiving Miss [redacted] complaint letter, CarMax confirmed that Bluetooth was not listed as a feature on the Vehicle’s window sticker at the time of sale.  CarMax is unaware of any other concern Miss [redacted] has with the features of the Vehicle.While CarMax understands that service concerns can be frustrating, CarMax is unable to meet Miss [redacted] request to buy back the Vehicle because the Vehicle is outside CarMax’s 5-Day Money-Back Guarantee.  Additionally, all verified service concerns that have been brought to CarMax’s attention have been addressed at no cost to Miss [redacted]. CarMax appreciates the opportunity to respond to this complaint.  If you have any additional questions or would like to discuss this concern further, please contact me at 1-800-[redacted] ext. [redacted]. Sincerely,Jennifer L[redacted]Analyst, CarMax Customer Relations

February
20, 2017
[redacted]
RevDex.com 
RE: [redacted]
VIN: [redacted], [redacted] (the “Vehicle”) 
            Thank you for forwarding the
complaint...

received in your office from Mrs. [redacted] as it pertains to her purchase
of the Vehicle from CarMax of [redacted] (“CarMax”) on March 31, 2016. In
the complaint, Mrs. [redacted] requests that CarMax pay his loan payment and
repair the Vehicle due to mechanical concerns.
            CarMax was aware of Mrs. [redacted]’
concerns prior to receiving this complaint. CarMax addressed several different
mechanical concerns on the Vehicle since the sale. On or about November 15,
2016, Mrs. [redacted] brought the Vehicle to CarMax with a concern of a check
engine light present. CarMax performed a clean and flush of cooling system and
added coolant to the Vehicle at no cost to Mrs. [redacted]. This repair addressed
the concern of the check engine light.
Following this visit to CarMax,
Mrs. [redacted] advised CarMax that the Vehicle overheated on or about November
17, 2016. CarMax then diagnosed the Vehicle as needing an engine replacement
and provided Mr. and Mrs. [redacted] with alternate transportation during this diagnosis.
            In an effort of customer service,
CarMax completed an appraisal on the Vehicle to pay off the remainder of the
balance of the loan. CarMax has since been in touch with both Mr. and Mrs.
[redacted] on options for an alternative vehicle.
            In the event that Mrs. [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

Re: [redacted]Complaint ID: [redacted]
 [redacted]Dear [redacted]: Thank you for forwarding the complaint dated [redacted], regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about [redacted]...

[redacted].  At the time of sale, [redacted] also elected to purchase a MaxCare extended service plan; which carried a [redacted] deductible if the Vehicle was brought to CarMax for covered repairs, or a [redacted] deductible if it was taken to a repair facility outside of CarMax.  In the complaint, [redacted] shares that he has never used his MaxCare extended service and is requesting for CarMax to reimburse him the full amount that he paid for this plan.CarMax’s records indicate that [redacted] brought the Vehicle into CarMax of Norcross, GA’s service department on or about [redacted], for a check engine light concern. During this visit, CarMax made the necessary repairs at no cost to [redacted], under the terms of his 30-Day Limited Warranty.[redacted] later brought the Vehicle to CarMax of Charlotte, NC on or about [redacted], for an air conditioning concern.  At the time of check-in, a member of service advised [redacted] that prior to submitting a claim to his MaxCare extended service provider for approval, CarMax would need to gain his authorization to diagnose the Vehicle (as outlined in the MaxCare Service Contract – signed by him at the time of sale).  [redacted] declined for CarMax to diagnosis and/or repair the Vehicle; therefore, no claims were submitted to his MaxCare extended service plan for processing.Due to [redacted] having usage of the Vehicle during his time of ownership – with the ability to utilize his MaxCare extended service plan, as needed – CarMax is declining to participate in his requested settlement.  Should [redacted] wish to cancel his plan and received a pro-rated amount (also, as outlined in the MaxCare Service Contract), he is welcome to contact the Business Office at the CarMax nearest him in order to complete this transaction.  [redacted] may also acquire a signed copy of his MaxCare Service Contract from the Business Office, per his request.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]

May 29, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MR. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mr. [redacted] regarding the [redacted]...

[redacted], [redacted]
(the “Vehicle”) that was purchased on or about May 1, 2015 from the CarMax
store located in Orlando, Florida (“CarMax”). 
In this complaint, Mr. [redacted] is requesting CarMax accept full return
of the Vehicle or to allow Mr. [redacted] to take the Vehicle to a mechanic of
his choosing.
Mr. [redacted] originally purchased the Vehicle on or about
April 24, 2015 from the CarMax located in Sanford, Florida.  He returned the Vehicle on or about April 26,
2015 citing a concern with the ABS light engaging.  Mr. [redacted] purchased the Vehicle again on
or about May 1, 2015 from the Orlando, Florida location. 
Mr. [redacted] expressed a concern regarding the Vehicle’s ABS
on or about May 4, 2105.  The Vehicle was
serviced by CarMax and a Volkswagen dealership and returned to Mr. [redacted] on
or about May 11, 2015.  Volkswagen found
no issues with the ABS.  Mr. [redacted]
advised CarMax that he was still having concerns with the ABS and the Vehicle
was taken to a different Volkswagen dealership on or about May 12, 2015.  The dealership advised that the ABS light was
only activating when the Vehicle was driven above 50 miles per hours and then
the brakes were rapidly engaged.  They
advised the Vehicle was performing as designed and no repairs were needed.  Mr. [redacted] previously expressed other
concerns with the Vehicle and CarMax covered those repairs completed by
Volkswagen in the amount of $1,726.28. 
After the Vehicle was returned to Mr. [redacted] on or about May 18, 2015
he advised CarMax and Volkswagen that he still felt there was a failure with
the ABS.  A CarMax technician, Service
Manager and a Volkswagen technician, Service Manager and Service Director all
confirmed that the Vehicle’s ABS is performing properly.
CarMax is declining the settlement request as set forth in
the complaint.  CarMax is confident in
the opinions received from the two Volkswagen dealerships and will not be
participating in any further service to the Vehicle’s ABS.
CarMax appreciates the opportunity to respond to this
complaint. 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
[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]

Thank you for forwarding the complaint,
dated October 16, 2017, regarding the Vehicle purchased from the CarMax store
located in Sanford, FL (“CarMax”) on or about November 19, 2014....

In
the complaint, Ms. [redacted] states that a third party service provider found an
odometer discrepancy on the Vehicle and requests that CarMax refund her the
cost she paid to purchase the Vehicle.
 
CarMax
was unaware of Ms. [redacted]’ concern prior to this complaint. Upon receiving it,
CarMax completed initial research into the concern and also made several
attempts to reach Ms. [redacted] on the phone. According to CarMax records, the
Vehicle’s odometer reading was [redacted] miles when Ms. [redacted] purchased it in
2014. Considering **,000 miles per year is considered normal use, it is
reasonable that the Vehicle would currently have about [redacted] miles. Although
CarMax has not seen the Vehicle since Ms. [redacted] purchased it, CarMax believes
that the Vehicle’s odometer could be damaged. Due to the specialized nature of
this concern, CarMax recommends that Ms. [redacted] bring the Vehicle to a
[redacted]-authorized repair facility for further diagnosis. If a concern is found
with the Vehicle’s odometer, CarMax requests that Ms. [redacted] send related
paperwork to CarMax so that further review can be completed. On or around
October 23, 2017, CarMax was able to reach Ms. [redacted]’s daughter on the phone
to share this recommendation; however, as of October 27, 2017, CarMax has not been
able to reach Ms. [redacted] directly regarding this concern.
 
At this time, CarMax does not have
sufficient information to respond to Ms. [redacted]’ requests and encourages her
to share additional information regarding the diagnosis of the Vehicle. Ms.
[redacted] may contact CarMax of Sanford at ([redacted]) [redacted] regarding the diagnosis,
or she may email [redacted]@carmax.com with related documents. CarMax
appreciates the opportunity to respond to this complaint. Please contact me at
([redacted]) [redacted], extension [redacted] with any questions you may have.
Sincerely,
Jennifer L[redacted]
Analyst, Executive Response Team

Dear Mrs.
[redacted],
Thank you
for forwarding the complaint received in your office from Mr. [redacted]
regarding the Vehicle purchased from CarMax of [redacted], ** (“CarMax”) on or
about February, 23 2017.
In the
complaint, [redacted] describes service concerns related to the...

Vehicle’s battery
and brakes.  As a result of these
concerns, [redacted] requests that CarMax completes the repairs on the Vehicle
or pays reimbursement to have repairs completed elsewhere.
According
to CarMax’s records, the Vehicle was in for service on or about March 3, 2017.  During this visit, the Vehicle’s rotors were
resurfaced under [redacted]’s 30-Day Limited Warranty at no cost to him. Beyond
this appointment, CarMax was unaware of any additional concerns with the
Vehicle’s battery prior to receiving [redacted]’s Revdex.com
complaint.
On or
about August 8, 2017, the Vehicle returned to CarMax for service.  CarMax is actively working to resolve the
Vehicle’s concerns, and have replaced the battery at no cost to [redacted]. The
Vehicle is currently at the dealer service center for additional repairs that
will also be completed at no cost to [redacted].  
CarMax
appreciates the opportunity to respond to this complaint.  If you have any additional questions or would
like to discuss this concern further, please contact me at 1-800-519-1511 ext.
[redacted].
Sincerely,
K[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.
Fact easily proven:  CarMax does NOT check the vehicles they sell as they claim to (Illegal).  The 1st vehicle did NOT have AC as it was listed to having.  The 2nd was missing 2 vital components needed to operate properly and safely.  This 3rd vehicle was not only filthy and the sale rep knew it (because I told him during the test drive and he wiped off the rear view mirror for me - but that was it)...It had issues show up immediately after picking it up that I was told were repaired when they were not.CarMax has intentionally left out my contacting service via phone immediately after receiving the vehicle from service months ago.  Cell phone provider is sending me the phone records.  I not only spoke to the repair department and explained that the issues mentioned in the complaint here were NOT resolved and I was lied to about the jerking because that issue was completely ignored/neglected, I also made an appointment for the following week.  However, as I explained to the repair department and sales rep, I have children with medical issues and 1 that lives out of state at times that I must travel for many times during the year.  I wasn't able to keep the appointment and asked to reschedule in a phone message...it was not.I consulted with a legal team before filing this Revdex.com complaint and fully prepared to file legal action if CarMax refuses to handle what I was falsely told was corrected immediately.  (1 legal source:  [redacted])
Regards,
[redacted]