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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Dear Sir/Madam: Thank you for sharing Ms. [redacted]'s complaint and providing us with the opportunity to respond. Ms. [redacted] is requesting that we adjust the application of her insurance payment for a total loss accident which occurred on or about October 6, 2016. Unfortunately, we...

cannot grant her request. For background, Ms. [redacted] purchased a [redacted] (the "Vehicle") on August 1, 2015. Ms. [redacted] executed a retail installment contract (the "Contract") that same day to finance the purchase of the Vehicle. Pursuant to the Contract, the monthly payment amount was $[redacted]. After Ms. [redacted] experienced a total loss on her Vehicle, her insurance paid $[redacted] on or about November 16, 2016. After applying the insurance proceeds to her account's principal pursuant to our procedures, there was a remaining balance. Ms. [redacted] was advised of the remaining balance and offered a lower payment plan on November 22, 2016. On December 13, 2016, a lowered payment was requested and approved. However, no payment was made under this lowered payment arrangement and the account was charged off on February 28, 2017. We sent Ms. [redacted] a settlement offer to accept less than what was owed for her remaining balance on April 10, 2017. In the interest of customer service, we would like to again offer Ms. [redacted] the opportunity to settle her account for **% of the outstanding balance. If Ms. [redacted] is interested in this settlement opportunity, she should contact Ariana T[redacted] at 7**-792-4750 extension [redacted]. Thank you, again, for bringing Ms. [redacted]'s complaint to our attention. 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].

June 22, 2017 
RE: Mr. [redacted]
[redacted] (the “Vehicle”), VIN: [redacted]
 
Thank you for forwarding the
complaint received in your office from [redacted].  In response to our reply to Mr. [redacted],
dated June, 14, 2017, Mr. [redacted] states that he has not received the refund
for his cancelled extended service plan and requests a status update.
 
After receiving Mr. [redacted]’ response, CarMax looked into
this concern and found that there was a delay in the funds being sent to him.  CarMax is in the process of issuing a check for
the pro rata amount and will be overnighting a check to the physical address
that Mr. [redacted] provided in his original complaint. Mr. [redacted] will be
able to track this check via [redacted] tracking [redacted] once it has
processed and is in route to him for delivery.
 
CarMax appreciates the opportunity to respond to this
complaint. Mr. [redacted] is welcome to contact me at [redacted],
extension [redacted] should he have any additional questions or concerns. 
Sincerely,
Cristen P[redacted]
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.I am not satisfied with Carmax response because the problem does exist. Enclosed are 4 video clips of said problem as proof. Please pay attention to the RPM & MPH gauge which will show you the error in the gear switch. Also please listen to the video with headphones so you can hear the distinct sound the car gives when accelerating. Thank you.
Regards,
[redacted]

February
24, 2016
[redacted], Operations Supervisor
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: [redacted]
VIN: [redacted] 2012 [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 Laurel, MD (“the Vehicle”).  In his complaint, Mr. [redacted] states that his
vehicle has been in for repairs for 55 out of the 90 days he has owned the Vehicle.  Mr. [redacted] requests a “power train warranty”
be provided on the Vehicle so he can take it elsewhere for service.
            As of February 24, 2016, CarMax has
sublet the vehicle to Heritage Volkswagen for further diagnosis and
repairs.  CarMax is covering the cost of
diagnosis and repair.
            CarMax Customer Relations is in continual
communication with Mr. [redacted], and will work with him until all issues are
resolved.
            If Mr. [redacted] has any additional
questions, he may contact me at 1-800-519-1511 ext. [redacted].
           
           
             
Sincerely,
Jennifer
[redacted]
Analyst,
CarMax Customer Relations

October 18,2016
[redacted],
Operations [redacted]                               
Re: Mr. [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms....

[redacted]:                                           
Thank you for forwarding the complaint dated October 11, 2016,
regarding the Vehicle purchased from the CarMax store located in [redacted], ** (“CarMax”) on or about January 2, 2015.
 
In the complaint, Mr. [redacted] describes a timing concern with the
Vehicle and expresses frustration with the diagnostic process. He also states
that CarMax and his MaxCare Extended Service Plan provider (The Warranty Group) requested that he either provide
maintenance records or authorize a teardown of the engine to determine if his MaxCare provider will cover the
needed repairs. Due to Mr. [redacted] performing his maintenance, he states
that he was only able to produce the receipts for his most recent oil purchase.
Mr. [redacted] requests that CarMax fix the
Vehicle and cover the deductible for his Max Care Extended Service plan ($[redacted]).
 
Mr. [redacted]’s signed MaxCare Extended Service Plan agreement states
that “In order to keep Your Service Contract
valid, You must follow the maintenance procedures recommended by the
manufacturer of Your Vehicle. You must keep receipts which verify the Vehicle
Identification number, work orders, and other documentation that shows date, a
description of Your Vehicle, mileage, and service performed. We may require You
to furnish the Administrator with proof that the specified services have been performed. Failure to show proof of servicing may result in the denial of
coverage.” However, according to CarMax’s records, Mr. [redacted] not been unable
to provide adequate documentation for maintenance performed on the Vehicle
during the last 33,000 miles.
 
 
Based on this information, CarMax will not participate in the
resolution that Mr. [redacted] seeks. Mr. [redacted] is responsible for authorizing
further diagnostic charges as required by his MaxCare Extended Service Plan provider.
 
 
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,
Gabrielle P[redacted]
Analyst, Executive Response Team

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].Per the company response, they are agreeing to take return of the vehicle plus the first month's payment.
Regards,
[redacted]

Thank you for forwarding the complaint,
dated October 11, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] (“CarMax”) on or about April 3, 2017. In...

the
complaint, Ms. [redacted] states that the Vehicle was recently involved in a total
loss accident. Ms. [redacted] also states there is an open recall on the Vehicle,
and therefore requests that CarMax provide a partial refund of the cost she
paid to purchase the Vehicle.
 
Upon receiving Ms. [redacted]’ complaint,
CarMax completed research into the aforementioned concerns. According to CarMax
records, Ms. [redacted]’ insurance company (“[redacted]”) inspected the Vehicle and
deemed it a total loss. In the report outlining the offer for the total loss,
[redacted] listed vehicle recall information from the National Highway Traffic
Safety Administration (“[redacted]”) that it stated “may apply” to the Vehicle.
 
The report from [redacted] lists recalls that may apply to
a 2014 [redacted] based on the year, make and model. However, only a search of
the Vehicle Identification Number (“VIN”) can tell which of those recalls, if
any, specifically apply to the Vehicle. CarMax conducted a search of the
Vehicle’s VIN and found only one open recall. That recall is for a door latch
with a fractured pawl spring tab that could potentially keep a door from
closing properly, and thus could allow a door to open while the Vehicle is
being operated. This information was disclosed to and acknowledged by Ms.
[redacted] when she purchased the Vehicle. It is CarMax’s understanding that this issue
was not related to the accident Ms. [redacted] experienced. According to [redacted],
there were no other open recalls on the Vehicle.
 
As a result of the above, CarMax
declines Ms. [redacted]’ request for a refund. Thank you for giving CarMax the
opportunity to respond to this complaint. Please contact Debra K[redacted] at ([redacted])
[redacted] ext. [redacted] if you have any further questions or concerns.
Sincerely,
Jennifer L[redacted]
Analyst, Executive Response Team

September 15,
2015
 
[redacted]                             
720 Moorefield
Park Drive, Suite...

300
Richmond,
Virginia 23236
 
Re: [redacted]
Complaint
ID [redacted]
[redacted] (the “Vehicle”), VIN: [redacted]
 
Dear Mrs. [redacted]:                                  �...⇄
 
I am writing in response to your
letter dated August 24, 2015, wherein you forwarded a complaint from Ms. [redacted] regarding the Vehicle purchased from the CarMax store located in Las
Vegas, Nevada (“CarMax”) on or about August 10, 2015.  Ms. [redacted] requested that CarMax replace all
four tires on the Vehicle at no cost.
 
CarMax’s records indicate that all
four tires met or exceeded safety requirements at the time of sale.  However, as a gesture of customer service,
CarMax extended Ms. [redacted] the option to purchase the tires at CarMax’s
discounted cost.  Ms. [redacted] declined
CarMax’s offer and elected to sell the Vehicle back to CarMax on or about
August 31, 2015.
 
CarMax appreciates the opportunity to
respond to this complaint and considers this matter resolved.
 
Please contact me
at [redacted] extension [redacted] with any questions that you may have.
 
Sincerely,
 
[redacted]
[redacted]

[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: [email protected].
Regards,
[redacted]

July 15, 2016[redacted]Complaint ID [redacted]I am writing in response to your letter dated June 28, 2016 wherein you forwarded a complaint from Ms. [redacted], regarding the Vehicle purchased from...

the CarMax store located in [redacted], [redacted] (“CarMax”) on or about January 30, 2016.  Ms. [redacted] requests in the desired settlement for CarMax to issue her a refund for the amount that she put down towards the purchase of the Vehicle.CarMax’s records indicate that their last date of contact with Ms. [redacted] was on or about March 23, 2016 – after Mary A[redacted] in CarMax’s Credit and Collections Department left a voicemail with her in response to a recent email that she sent.  CarMax did not hear back from Ms. [redacted] until the receipt of this complaint. Due to Ms. [redacted]’s complaint still being handled by CarMax’s Credit and Collections Department, CarMax encourages her to contact Mary A[redacted] directly at [redacted] ext. [redacted] for additional details as it pertains to her desired settlement.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W[redacted]

Dear Sir/Madam: Thank you for sharing [redacted]' complaintand providing us the opportunity to respond. In his complaint, Mr. [redacted] states that he made a payment on September 9, 2016. He states that he called us three times over the next four days and was told repeatedly that his...

payment had posted to his account. Then, on September 14, 2016 he was contacted and told that his payment was past due. Mr. [redacted] is representing that we made a mistake by telling him his August payment was posted and then later notifying him of his past due status. He is seeking a credit or an extension for his past due payment. However, it is our conclusion that Mr. [redacted]' complaint is without merit. Mr. [redacted] made a $336.00 payment on September 9, 2016 to satisfy his August 23, 2016 due date. Our account record reflects that he called three times between September 9 and September 13, 2016 and was provided this payment information by an associate and our automated system. However, Mr. [redacted]' payment was returned for non-sufficient funds on September 14, 2016. Until his bank notified us of the non-sufficient funds on September 14, 2016, his account did in fact reflect paid. It is for this reason that we cannot provide the relief that Mr. Woods seeks. Thank you, again, for bringing this complaint to our attention and for the opportunity to respond. We sincerely hope that this explanation is helpful to Mr. [redacted]. If you need any additional information regarding the above, please contact Jennifer A[redacted] at (770) 792-4750 x[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]
To Whom It May Concern:This email is a followup on original complaint posted in November 2016. Since Carmax never resolved my concern, I will clarify the issue again:First and foremost, the original Revdex.com response to my concerns did not address the real issues at all and since CARMAX [redacted] never bothered to contact me directly, the issue is not resolved. Let me break it down for you again:Fact: Carmax sold me a truck 2013 and stated in writing that there were no accidents reported for their vehicle history, they used some generic carmax affiliate company called "[redacted]" when I ran a "[redacted]" report, there was an accident reported in 2008 with an airbag deployment. The law says they are supposed to disclose accidents with airbag deployments, they did not! That should be enough to show you that this company is deceptive and unethical. Fact: when I originally contacted the [redacted] Office about this concern, they turned me over to a slick buyer who lured me in to an appraisal based on his own assertion that he would give me consideration for their lack of disclosure. I drove 28 miles with hopes that I would be treated fairly. The vehicle low booked ([redacted]) at ~$[redacted].  I really didnt expect anything more than low book because I know how this works, I used to be an auto physical damage appraiser,  but when this buyer came back to me with a low ball of $[redacted] based on some unvalidated concerns, I told him I expected at least $[redacted], even when I stll owed $[redacted] on the truck to CARMAX Finance. He said I would have to talk to his management about any further consideration, but they weren't available, I decided he was a deceptive character and that I was done with CARMAX. The buyers appraisal was based on some false assumptions, yeah there were some dings, but the tranny was fine, low kbb would have been more then fair. He never once cited the alleged "CARMAX no haggle policy". More evidence of deception. FACT: I bought 5 cars from these people over the last 20 years and now, based on this recent experience at [redacted] CARMAX, I will never buy another vehicle from CARMAX again. Apparently they have lost sight of what a valued customer relationship is and thrown ethical business practices out the window. After r reading all the Revdex.com reviews and complaints on this company I know I am not alone. How can they get an A+rating from the Revdex.com? I think CARMAX needs to stop using "[redacted]" and start using [redacted] on vehicle histories,  admit that their buyer at [redacted] had no right to tell me to drive 28 miles to CARMAX for an appraisal, assuring me that he would give me consideration on my appraisal  for my concerns about the aforementioned nondisclosure, then low ball me on tbe appraisal and say he cant do anything about it.Lastly, if they truly want to restore my good faith, loyalty, and business, they should contact me directly and come up with some consideration such as a substantial discount or store credit for my inconvenience and anguish over being treated with such disrespect. 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,
Tammy Farrar

January 9, 2017
[redacted]             ...

                  Re: [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]                               
Thank you for forwarding the complaint dated December 29, 2016 regarding
the Vehicle purchased from the CarMax store located in [redacted] on or about
October 11, 2015.
 
In the complaint, Mr. [redacted] states that CarMax of [redacted] (“CarMax”) refused to complete an oil change on the Vehicle under the
terms of his MaxCare extended service plan. As a result of this, Mr. [redacted] is
requesting that CarMax reimburse him for the cost that he paid to have an oil
change and tire rotation completed at a facility outside of CarMax. In addition
to this, he is also requesting compensation for his experience.
Under the terms of Mr. [redacted]’ MaxCare extended service plan,
regular maintenance services are not covered. The use of this plan is intended
to assist with mechanical concerns only. Further detailed information pertaining
to covered repairs can be found on pages 2 and 3 of the MaxCare Service
Contract that Mr. [redacted] signed and received when purchasing the Vehicle.
As oil changes and tire rotations are considered maintenance, the
cost of these services would be Mr. [redacted]’ responsibility. Therefore, CarMax will
not be participating in the resolution that Mr. [redacted] is seeking.
If Mr. [redacted] would like a copy of his MaxCare Service Contract,
he is welcome to contact me at [redacted], extension [redacted], and I will be
happy to provide him with that information.  
CarMax appreciates the opportunity to respond to this complaint.
Sincerely,
Gabrielle P[redacted]
Analyst, Executive Response Team

February
14, 2017
[redacted] 
RE: [redacted]
[redacted] VIN: [redacted]
(“the Vehicle”) 
Thank
you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from...

CarMax of [redacted], NC (“CarMax”) on
January 12, 2016. In the complaint, [redacted] describe that the
Vehicle has had a number of service concerns and requests that CarMax refund
them for the purchase price of the Vehicle.
According
to CarMax’s records, [redacted] brought the Vehicle to CarMax for
service on or around February 11, 2016. 
During this visit, CarMax completed repairs on the Vehicle’s seat covers
and also completed an alignment.  Mr. or
Mrs. [redacted] later brought the Vehicle back in for service on or around February
28, 2016.  During this second visit,
CarMax completed repairs on the speakers and rear hatch.  Additionally, the coolant was topped off, as
levels were found to be low.  CarMax also
inspected the hazard and dash lights and found those items to be working as designed;
therefore, they did not complete any repairs to these parts.  Repairs costs for the February 11 and
February 28 visits were covered in full under the terms of CarMax’s 30-Day
Limited Warranty.
On
September 1, 2016, [redacted] brought the Vehicle in for service, noting
concerns with the charging system, exhaust, and air conditioning unit.  As a gesture of goodwill, CarMax completed a
complimentary diagnosis of the Vehicle at no cost to Mr. or Mrs. [redacted].  CarMax found that the Vehicle’s alternator
and air conditioning door actuator had failed, and recommended that both those
parts be replaced. CarMax found no concerns with the exhaust.  Quotes for the recommended repairs were
provided to [redacted], to which they declined. CarMax has not heard
from [redacted] since the Vehicle was picked up on or around September
2, 2016.
Due
to the Vehicle being outside the 5-Day Money-Back Guarantee, CarMax declines
[redacted] request to receive a refund for the cost of the Vehicle;
however, if Mr. and Mrs. [redacted] are experiencing service concerns with the
Vehicle, CarMax would be happy to complete a diagnosis to determine the needed
repairs.
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 [redacted] ext.
[redacted].
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

November 4, 2016[redacted], Operations [redacted]Re: Ms. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing in response to your letter dated October 19, 2016 wherein you forwarded a complaint from Ms. [redacted],...

regarding the Vehicle purchased from the CarMax store located in [redacted], ** (“CarMax”) on or about February 24, 2016.  In the complaint, Ms. [redacted] expressed several concerns with the Vehicle and requests that CarMax reimburse her for the amount that she paid CarMax for the trade in of her [redacted] (the “Trade”).  In addition, Mr. [redacted] requests for CarMax to reimburse her for rental charges that she incurred, along with time lost from work.CarMax’s records indicate that prior to purchase, Ms. [redacted] mentioned concerns with the cosmetic quality of the Vehicle’s seats – stating that they did not meet her expectations and that she would like to have them replaced.  Notes state that though the quality of the seats met CarMax’s cosmetic standards at the time of inspection, they offered to have [redacted] leather seats installed in the Vehicle at CarMax’s discounted rate (as negotiated between CarMax and the local [redacted] dealer).  Ms. [redacted] was satisfied with the proposed solution to the seat concern, and therefore proceeded with the purchase of the Vehicle.  However, when Ms. [redacted] returned to have the new leather installed, the [redacted] dealer advised CarMax that they were unable to install them on her particular vehicle, as they’d previously planned to do.CarMax apologized for this experience and offered to have another [redacted] (the “Transfer”) transported in – from CarMax of [redacted], ** to CarMax of [redacted], ** – at no cost to her.  In addition to this, CarMax also advised Ms. [redacted] that they would cover the cost of a rental vehicle while the Transfer was being delivered.  Ms. [redacted] accepted both offers and also requested to have the Vehicle’s registration transferred to the soon-to-be new vehicle, upon arrival.  When the Transfer arrived, Ms. [redacted] and her fiancé inspected it and found an imperfection on the leather driver’s seat.  CarMax found this mark to be within their standards and consistent with its age and mileage.  However, they repaired it as a gesture of customer service.After the work had been completed, Ms. [redacted] (and her fiancé) were satisfied with this repair; but later shared that there was a ripple in the leather of the dashboard – which again, CarMax found to be within their standards and consistent with the vehicle’s age and mileage.  CarMax did not repair this concern.  Therefore, Ms. [redacted] elected not to purchase the Transfer and also moved forward with returning the Vehicle on or about April 7, 2016. CarMax did not hear back from Ms. [redacted] until the receipt of this complaint, but has processed a reimbursement check (in the amount of $[redacted].**) to be mailed to Ms. [redacted]’s home address as of October 27, 2016.  Beyond this, CarMax will not be participating further with any added gestures and would like to note that the amount paid for the negative equity for the Trade went back to her previous lienholder, [redacted].CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.  Ms. [redacted] may, however, contact me in CarMax’s Corporate Office at [redacted] (ext. [redacted]) if she has any additional questions or concerns.Sincerely,Nekia W[redacted]Analyst, Executive Response Team

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com Serving Central Virginia, Inc.RE:     [redacted] Complaint                      Complaint ID: [redacted]Thank you for sharing [redacted] complaint and providing us with an opportunity to respond.  Mr. [redacted] alleges that we...

submitted a credit application without his consent and demands that we remove the resulting inquiries from his credit file.  Based on our records and the information provided by our sales associate who assisted Mr. [redacted], we conclude that Mr. [redacted]’s complaint is without merit. On November 28, 2016, Mr. [redacted] contacted our store in [redacted] and arranged for the transfer of a [redacted] (the “Vehicle”) from another store.  When the Vehicle arrived, Mr. [redacted] visited our [redacted] store on December 1, 2016, obtaining an appraisal of his [redacted] and submitting a credit application on the Vehicle.Our sales associate confirmed that Mr. [redacted] did arrive with a pre-approval from [redacted], a third-party finance source.  Nevertheless, the sales associate suggested that Mr. [redacted] apply for credit with us to determine the potential availability of more competitive credit terms and Mr. [redacted] agreed to do so.  Despite receiving several approvals (conditioned on down payment) from [redacted] and [redacted], among others, Mr. [redacted] did not purchase the Vehicle.   Our records further confirm that Mr. [redacted] intended to apply for credit.  First, in connection with his application, Mr. [redacted] voluntarily provided us with a substantial amount of personal information, including name, address, length of time at address, phone number, date of birth, social security number, employer, length of time with employer, and income.  Second, prior to submitting his application, Mr. [redacted] reviewed and agreed to our Credit Application Terms and Conditions (“Consent Form”).  The Consent Form, among other things, authorizes us and our finance sources to “use your credit reports and verify your application information.”  (Mr. [redacted]’s Consent Form is attached for reference.) We accordingly find no merit to Mr. [redacted]’s complaint.  If Mr. [redacted] has any further questions or concerns regarding our explanation, he is welcome to contact me by phone at [redacted] or by email at [redacted].  Thank you for bringing Mr. [redacted]’s complaint to our attention.  If you need any additional information, please do not hesitate to contact me directly at the contact information provided above.Sincerely,Brent A[redacted]Operational Compliance ManagerCarMax  [redacted]

August 22, 2016
[redacted]                              Re: [redacted]
Complaint ID: [redacted]...

[redacted]                                
 
Thank you for forwarding the complaint dated August 10, 2016 regarding
the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)
on or about August 3, 2016.
 
In the complaint, Ms. [redacted] describes concerns with the
Vehicle’s wheel bearings, alignment, tires, brakes, and headlights. She
requests that CarMax allow her to be present for the inspection process or
provide her with store credit for damage that she feels could have taken place.
 
Records for the Vehicle state that the initial CarMax Quality
Certified inspection was completed on or about July 20, 2016, prior to the original
purchase date. After purchase, company records indicate that CarMax addressed
issues with the Vehicle’s third brake lamp, wheel bearings, and tires during
the initial service visit, starting on or about August 5, 2016. Documentation
from the service department states that an additional CarMax Quality Certified
inspection was completed on the Vehicle during this visit, as promised to the
primary owner of the Vehicle (and requested by Ms. [redacted]).
 
Soon after the Vehicle was picked up from CarMax on or about
August 8, 2016, it was noted that the left high beam light was inoperable and a
faint noise could be heard when using the cabin blower fan. CarMax offered the
primary owner of the Vehicle the option to either repair these concerns at no
cost or return the Vehicle, should he wish to do so. The primary owner of the
Vehicle elected for CarMax to repair the mechanical concerns on or about August
10, 2016. These repairs were completed by August 11, 2016. CarMax’s records also
indicate that a loaner vehicle was provided during both occasions when the
Vehicle was at the service department.
 
While CarMax previously offered the option to return the Vehicle
outside of the 5-Day Money-Back Guarantee period, Ms. [redacted] and the primary
owner elected to maintain ownership of the Vehicle. Based on this, in addition
to CarMax’s gesture to perform a second CarMax Quality Certified inspection on
the Vehicle at no cost, CarMax feels that they have adequately addressed her
concerns and will therefore not be participating with any additional offers of
assistance.
 
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,
Kristina S[redacted]
Analyst, Executive Response Team