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.
All of my issues that were resolved at the ford dealership were all thoroughly discussed in detail with CarMax during my first trip with this vehicle to Carmax's service center. Mr. D[redacted] is completely inaccurate by stating I "also mentioned new concerns" when at the Ford dealersip. Each and every concern that was successfully repaired by the ford dealership was initially discussed with CarMax. Mr. D[redacted] also tries to make it seem that this process did not consume much of my time or expense which is highly inaccurate. I made over three trips to CarMax for these ongoing issues which is over an hour away each way plus the time spent in the service department. The dealership also was a distance but closer than tampa but after spending time in their service department, I then had to wait for the car rental business to come to this location....then drive me to their store...sit and wait in their office for the rental and then be free to resume my day. You can imagine how much time I had to take away from work plus my expense in gas. For Mr. D[redacted] to see no wrong in this series of events truly questions my ideas of Carmax's integrity. If there is no proper resolution and compensation for this terrible experience I will have to take further action to make sure Carmax does not continue this behavior with future customers.
Regards,
[redacted]

December 29,
2015
[redacted], Operations Supervisor
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 West Valley, AZ (“CarMax”) on September 8th,
2013. In her complaint, Ms. [redacted] requested that CarMax replace the Vehicle due
to service concerns since her purchase.
            CarMax completes a 125-point
inspection on each vehicle prior to sale which guarantees that there are no
existing mechanical concerns. CarMax cannot predict what future concerns may
arise after purchase. CarMax has had no contact with Ms. [redacted] since
approximately September of 2013 when a concern for a component with the
satellite radio of the Vehicle was resolved.
            At this time CarMax will be unable
to replace the Vehicle, but would be happy to diagnose any repair concerns on
the Vehicle at the expense of Ms. [redacted]. In the event Ms. [redacted] would prefer to
sell the Vehicle, CarMax would be happy to appraise it.
In
the event Ms. [redacted] has any further questions, she is welcomed to call me at
1-800-519-1511, extension [redacted].
            Thank you for giving CarMax the
opportunity to respond to this matter.
Sincerely,
Curt
[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.I am still not satisfied with this outcome as I want compensation for my lost wages and punitive damages against CarMax for having brought my car to their shop an excessive amount of times.
Regards,
[redacted]

January 3,
2017
[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
(VIN: [redacted], [redacted] the “Vehicle”)
Dear Mrs.
[redacted],
Thank you for forwarding the
complaint...

received in your office from Mr. [redacted] as it pertains to his purchase
of the Vehicle from CarMax of [redacted] (“CarMax”) on August 24th,
2016. In the complaint, Mr. [redacted] requests that CarMax complete a repair of a
chrome trim piece of the driver’s side door of the Vehicle that he mentioned at
the time of sale or reimburse him the cost to have the repair completed
elsewhere. Mr. [redacted] also requests a refund for the purchase price of the
Vehicle if a repair or refund is not provided.
A review of CarMax’s records
indicates that Mr. [redacted] mentioned this concern to his sales consultant at the
time of sale. At that time, CarMax agreed to inspect the specific piece of
chrome trim and determine if a repair was necessary. Upon inspection, CarMax advised
Mr. [redacted] that the part in question met CarMax’s inspection standards and did
not require replacement or repair. There was no commitment made at this time or
anytime thereafter that the trim piece would be repaired.
In the effort of customer service,
CarMax agreed to replace the part at no cost to Mr. [redacted]. CarMax scheduled an appointment
for the indentation repair on January 2, 2017. At that time, the chrome trim
piece was replaced and there were no additional service concerns provided by
Mr. [redacted].
In the event that Mr. [redacted] has any further questions
regarding this concern, he is welcomed to contact me at 800-519-1511, ext.
[redacted]. Thank you for
providing CarMax the opportunity to respond to this matter.
 Sincerely, Curt D[redacted]
Analyst, Customer
Relations

Complaint ID:[redacted]Hello, my name is [redacted], and I would like to address why I am dissatisfied with the Carmax Company. As I noticed, they did not uphold their warranty on fixing cars. Especially, the most serious case was the brake rotors and brake pads being rusted and replaced. The car was taken to Carmax for an alignment and other situations. They told me nothing was wrong. This brake problem happened less than a month after warranty. Not only that it took me months to settle this issue with Carmax, but I was rejected help regardless. Furthermore, it took me from November of 2015 to settle this, and it is now February 2016 for this unresolved. I disagree with the response because I looked at the diagram for my [redacted]. They stated that you had to pull the wheel to see the rotors or the pads. I checked it out myself. I can see where the pads and the rotor disk without pulling the wheels off from the outside. I have no doubt that they could see it when they did the alignment under the car. The actionable item I would suggest for the business is covering the bill it took me to get the rusted rotors and breaks replaced. I would even be satisfied with half the coverage.

RE: [redacted]
 
Dear [redacted],
 
Thank you for forwarding the complaint received in your
office from Ms. Karen Frazier regarding the Vehicle purchased from CarMax in Lithia
Springs, GA...

(“CarMax”) on [redacted]. 
In the complaint, [redacted] states ongoing mechanical concerns and requests
that CarMax pay for the repairs at a local [redacted] dealership.
 
On or about [redacted] brought her Vehicle
to CarMax stating concerns related to a high pitch squeal during
acceleration.  At that time, the concern
could not be duplicated and no repairs were made.  On or about July 21, 2016, [redacted]
brought her Vehicle to CarMax stating there was a noise during braking.  After diagnosis, CarMax resurfaced the front
rotors and pads.  All repairs were
covered by CarMax as a gesture of customer service. 
 
[redacted] then brought the Vehicle to CarMax on or about [redacted] stating that the Vehicle was making a squeaking noise during
left turns and also requested an oil change. 
CarMax completed the oil change, and during diagnostics, found that both
lower control arms and thrust arm joints in the suspension needed to be
replaced.   [redacted] paid for the
Vehicle’s oil change. But all other repairs were covered under the terms of the
Vehicle’s Extended Service Plan with [redacted] paying the plan’s deductible.
 
On or about [redacted] called Customer
Relations stating that the she had taken the Vehicle to the local [redacted]
dealership and that the Vehicle needed new rotors at a cost of [redacted].00.  She requested that CarMax pay for the repairs
due to this being an ongoing issue. 
Management at CarMax researched [redacted]’s complaint as well as the
Vehicle history and determined that the previous repairs to [redacted]
Vehicle were completed properly. Although rotors are considered maintenance
items, management offered to reimburse [redacted] half of the cost to have the
Vehicle’s rotors replaced as a gesture of customer service.
 
Due to the mileage of the Vehicle, as well as the repairs in
question being maintenance issues, CarMax will not be participating in the
desired settlement.  However, CarMax stands
behind the offer of reimbursing [redacted] for half of the cost to replace the
Vehicle’s rotors.  [redacted] can reach
out to the CarMax service center directly at [redacted] *o submit
receipts for reimbursement.
 
CarMax appreciates the opportunity to
respond to this complaint, please contact me at [redacted],
with any questions you may have.
 
Sincerely,
 
[redacted]

August
19, 2016
Revdex.com Serving
Central Virginia, Inc.
720 Moorefield
Park Drive
Suite 300
Richmond, VA
23236
RE:       Consumer Complaint of [redacted]
             Complaint
ID: [redacted]    ...

 Retail
Installment Contract Dated 03/19/2013 (the “Contract”)
             Account No. [redacted]
           
Dear Sir/Madam:
 
This
is further to the above referenced consumer complaint.  Thank you for bringing Mr. [redacted] complaint
to our attention and for the opportunity to respond.  Mr. [redacted] filed an identical complaint to the
Consumer Financial Protection Bureau. [redacted]
We,
again, thank you for bringing this matter to our attention and affording us the
opportunity to provide this explanation. 
If you have any further questions or concerns, please feel free to
contact me at [redacted] or by email at [redacted]
 
Sincerely,
Brent
A[redacted]
[redacted]
CarMax
Auto Finance 
 
CC:
Henry Chen

RE: [redacted]
[redacted]
Dear [redacted],
            Thank you for forwarding the complaint
received in your office from [redacted] as it pertains to her purchase of...

the
Vehicle from CarMax of [redacted] (“CarMax”) on [redacted]. At the time
of purchase, [redacted] elected to purchase a MaxCare Extended Service plan
(“ESP”) valid for ** months or up until [redacted] miles on the Vehicle with a
deductible of [redacted]. In the complaint, [redacted] requests that CarMax return
the Vehicle for a full refund.
            CarMax spoke with [redacted] regarding
the repairs she referenced in this complaint and that were performed on the
Vehicle. Each of the repairs that [redacted] referenced were covered under the
terms of her ESP. CarMax has not completed any diagnosis or repair on the
Vehicle since [redacted]’s purchase and had no communication with her until
this complaint.
            At this time, CarMax will not be
participating in [redacted]’s requested settlement per the information above.
In the event that [redacted] would like to sell the Vehicle, she is welcomed
to connect with CarMax for an appraisal.
            If [redacted] has any further
questions related to this matter, she is welcomed to contact me at
[redacted]
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.
The business states that the sales associate is denying the claims.  I have text message proof from her supervisor acknowledging the error  available upon request as well as a witness to the entire event.  It also says on those forms that I the customer must have control of the mouse to proceed, I invite the company to view the camera directly above the work station I was at as note my hand never touched any of the computer equipment and the disclosure was open long enough for me to ask the sales rep. About soft or hard inquiry, she explains with hand gestures and then I say okay based on what the rep said.  I work for a bank in loan servicing, I know the difference and importance in hard and soft inquiries!
Regards,
[redacted]

May 31, 2017
Operations Department 
[redacted] VIN: [redacted] (the “Vehicle”)
Dear [redacted],
Thank you for forwarding the complaint received in your
office from [redacted] regarding the Vehicle that was located at...

the
CarMax of Riverside, CA (“CarMax”).  In
the complaint, Mr. [redacted] expresses frustration related to the length of time
the Vehicle was on hold for him and ultimately not being able to purchase the
Vehicle. Mr. [redacted] requests that CarMax lower the price on a comparable
vehicle and void any transfer fees that would be in effect.
 
On May 4, 2017, Mr. [redacted] initiated a transfer of the
Vehicle from the CarMax located in [redacted], CA, to the CarMax in Riverside,
CA.  According to CarMax records, the
Vehicle was received on May 6, 2017, and Mr. [redacted] was notified that it was available
to view.  Mr. [redacted] viewed and test
drove the Vehicle on May 8, 2017.  On May
11, 2017, Stephanie, a member of CarMax management reached out to Mr. [redacted] to
confirm his continued interest in the Vehicle. 
During this conversation, Mr. [redacted] expressed that paying California
Sales Tax was not something he wanted to do. 
However, Mr. [redacted] didn’t initiate a transfer of the Vehicle to a CarMax
location in another state at that time. 
As a result of that conversation, the hold on the Vehicle was lifted and
another customer purchased it.
Between May 15, 2017 and May 30, 2017 both CarMax Customer
Relations and CarMax store management actively worked with Mr. [redacted] to find
another vehicle that met his wants and needs, and to participate in his desired
settlement. However, it is CarMax’s understanding as of May 30, 2017, that Mr.
[redacted] has chosen to purchase a vehicle elsewhere.
CarMax appreciates the opportunity
to respond to this complaint.  Please
contact me at [redacted], extension [redacted], with any questions you may have.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] The point of filing a complaint was to express my concerns to let Carmax know that their employer Cameron R[redacted] was dishonest with me while processing part of my paperwork all the other associates was straight forward & honest I tried reaching out so many times to the office directly but everytime I called I was told there wasn't a supervisor available what I am saying is truthful understand out of all things why would I be dishonest about a license plate when I just financed a 2nd car for over 36,000 from Carmax.

March 2, 2016[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted] (husband of [redacted], owner of the vehicle)Complaint ID [redacted] (the “Vehicle”)Dear Mrs. [redacted]:I am writing in response to your letter dated...

February 13, 2016, wherein you forwarded a complaint from Mr. Harold [redacted] regarding the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”) on or about February 2, 2013.  Mr. [redacted] requested a disbursement of $4,600, which represents the difference in the amount that he received as an appraisal offer from a third party dealership and the amount they alleged they would have offered had the CarFax Vehicle History Report not revealed prior accident damage.According to CarMax’s records, an AutoCheck Vehicle History Report was provided to Mrs. [redacted] Kerr at the time of sale.  This report did not indicate any prior accidents.  CarMax re-verified these details after receiving this complaint and found the same details as mentioned above.CarMax’s records also indicate that a Sales Manager of CarMax was previously in communication with Mr. [redacted] regarding the option to re-appraise the Vehicle.  CarMax’s appraisal offers, however, are not contingent upon any additional factors.  Therefore, Mr. [redacted] would not have been required to purchase another vehicle from CarMax.Due to the fact that CarMax was unable to determine if there were signs of impact related to damage and due to the fact that CarMax has no control over the amount offered by another dealership, CarMax is declining the settlement as set forth in the complaint.  CarMax would have been happy to inspect the Vehicle prior to it being sold and partner with CarFax or AutoCheck to clarify or correct any inaccurate reportings.  Additionally, CarMax does not guarantee accident-free vehicles, but does guarantee to not sell a vehicle with known frame or flood damage.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Please contact me at (855)562-4935 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]  we agreed to getting [redacted] that is all we agreed too. We are still owed [redacted].carmaxx knows they are in the wrong, you wouldn't just give me [redacted] that easily just because. I will not accept any offer that's not [redacted] This isn't fair and carmaxx knows it.

[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]

April 6, 2016
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
[redacted]
[redacted]
Thank you for forwarding the complaint [redacted] received in
your office from Mr. [redacted] regarding the [redacted]...

[redacted] (the “Vehicle”) that was purchased on or about July 26, 2015 at the CarMax
store located in Southlake, Georgia (“CarMax”). 
In this complaint Mr. [redacted] is requesting information about the titling
process and for CarMax to apply for a title for him to the Vehicle.
According to our records, Mr. [redacted] purchased the Vehicle
in Georgia, and was residing in Georgia based on the address listed on his
Retail Installment Contract.  Usually,
CarMax would assist Mr. [redacted] processing title and registration paperwork with
the GA DMV on his behalf.  In Mr. [redacted] case, his lienholder, Exeter Financial, informed CarMax that there was a
problem with the funding of the Vehicle loan. 
CarMax has been in communication with Mr. [redacted] on multiple occasions.
 Mr. [redacted] would have been responsible
for registering and titling the vehicle properly with the state of Texas, if
that is where he currently resides; however, as of September 10, 2015, the
Vehicle is titled to CarMax.  
As of September 8, 2015 Mr. [redacted] case had been turned
over to the CarMax Credit and Collections Recovery department.  Mr. [redacted] is encouraged to contact Mary A[redacted]
at [redacted] extension [redacted] if there are any further questions.  
If needed, the Revdex.com can also please review the Revdex.com response
submitted by CarMax Auto Finance in August of 2015.  CarMax appreciates the opportunity to respond
to this complaint, and I am unable to respond further about this matter.
Sincerely,
*
[redacted]
[redacted]

May 26, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: [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 October 25, 2014 at the CarMax
store located in Frederick, Maryland (“CarMax”).  In this complaint Mr. [redacted] is requesting a
refund or a replacement vehicle.  
According to our records, Mr. [redacted] purchased the vehicle in
Maryland, but was residing in Florida. 
Mr. [redacted] is responsible for registering and titling the vehicle
properly with the state of Florida.  CarMax
sent out of state processing paperwork to Mr. [redacted] after the sale.  CarMax attempted to contact Mr. [redacted] from
January 12, 2015 through April 2, 2015 to inform Mr. [redacted] that his lienholder,
Exeter, had not received proper titling information.  CarMax provided two sets of temporary tags
for the Vehicle to give Mr. [redacted] more time to get the registration and title
taken care of.   On or about March 4, 2015, CarMax Credit and
Collections department began working with Mr. [redacted]. 
As of May 22, 2015, CarMax is now in possession of this
vehicle and considers this complaint closed.
CarMax appreciates the opportunity to respond to this
complaint. 
Sincerely,
[redacted]
Analyst, Customer Relations

Thank you for a response, although I'm not sure that it was anything but a confirmation of what I had already said.  I had a long conversation with the dealership that diagnosed the original issue, which was carbon buildup that required walnut shell blasting, and had twice seen the car since I brought it back to Carmax because the engine had been damaged.  The dealership thoroughly explained the many issues with the engine and why they had recommended replacing the engine.  The service manager that I spoke with explained that there was a misfire code on cylinders 2 and 4, that cylinder 2 had a dead misfire, that the lifter in cylinder 4 was jammed, and that there was significant amount of damage.  She said that they recommend putting in a new engine in these cases because often if you try to fix the engine it is usually not successful, and if it is initially successful there are usually underlying issues that only come to light after the customer gets on the road. She said that in the interest of time, cost and safety the replace the engine entirely.  She confirmed that all of this was communicated to Carmax's service department explicitly.She also said that they attempted to repair the engine and was unsuccessful, and that Carmax subsequently came and towed it off the lot.  Apparently they thought their service shop could do better than the Mini dealership in repairing a Mini engine.  Not surprisingly, the repair didn't work, and Carmax subsequently returned the car to the dealership.  I should mention that the dealership confirmed that this could be the result of not performing the walnut shell blasting as originally recommended.  The Carmax service department balked at the $800 cost, claiming that it was just a ploy. The dealership said that "you have to take carbon buildup seriously" and that they have seen engine damage due to failure to properly address it before.  Subsequent research has confirmed that it is general knowledge that walnut shell blasting is the only real solution because of the way Mini cars are built.  Carmax failed to do this, opting for a cheaper remedy that temporarily allowed me to drive the car, only to repeatedly return because the check engine light had reappeared, and misfire codes continued.I hesitated to respond to Carmax's answer to my complaint because the response had said it would be a week before a repair, and based on my conversation with the dealership it was likely that the repair would not work.  Another cheaper remedy that would temporarily allow me to drive the car but ultimately fail and may not be safe for the road.  Miraculously I received a call from Carmax today saying that they were now indeed replacing the engine, but with a used one with 75k miles on it.  Who knows where that engine came from and what issues it has with it.  It's been three months now that I have been driving loaners and waiting for a resolution, and a year and a half since the first original check engine light.  Carmax is only willing to offer me half what I paid for the car, even though it is their own failure to follow the instruction of the experts that led to the damage. A used engine with high mileage and an offer for half what I paid for the car is not a resolution, and the suggestion of prorated gap insurance and service warrantee does not pay off the loan.  It is Carmax's faulty service that created this situation, from not cleaning the buildup before the car was sold, and then not appropriately cleaning it when it was subsequently discovered and repeated service visits thereafter.  I would also like to mention that the same make and model of car with the same mileage is being sold by Carmax for 12k at another location.  It appears that short term profit is the only concern, even if their attempts to save money ultimately cost them, and/or their customers, more. An easy $800 walnut shell blasting has now turned in to 3 months of attempted repair and finally replacement of the engine.  What I am looking for is a refund based on the appraisal of the initiation of the issue, 4 months after I bought the car.

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.] The reason why I do not agree with them is because they still have not explain why they told 3 different people  to pay off this car. They lied threw the whole process they keep skipping the question. I have lots of paperwork saying what is the payoff amount is and voice recording
Regards,
[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:
 
Thank
you for sharing [redacted] complaint and providing us an opportunity to
respond.  Mr. [redacted] alleges that we
guaranteed him credit for his vehicle purchase and are not honoring this
guarantee.  Mr. [redacted] complaint is
without merit. 
 
On
July 26, 2015, Mr. [redacted] visited our store in [redacted] and
financed the purchase of a [redacted] (the “Vehicle”) as evidenced by
the Retail Installment Contract (the “Contract”) attached hereto for
reference.  When Mr. [redacted] signed the
Contract and took delivery of the Vehicle, the credit had been extended and the
Contract was final; we do not engage in the practice of spot deliveries. 
 
On
his credit application, Mr. [redacted] made certain representations regarding his
income and employment status which he sought to substantiate by providing a pay
stub.  Subsequent to Mr. [redacted]’s
purchase, upon a closer examination of his pay stub, concerns arose regarding
its legitimacy and the representations made by Mr. [redacted].
 
For
several weeks, we have tried to contact Mr. [redacted] (by phone and in writing)
and his employer, [redacted], to verify his representations.  Mr. [redacted] has not returned any of our phone
calls and had been completely unresponsive. 
We additionally have had no success in verifying Mr. [redacted]’s
information with [redacted].
 
Under
the Contract, Mr. [redacted] made the following representations and promises, among
others:
 
You promise that you
have given true and correct information in your credit application. You
understand that in entering this Contract we have relied on the representations
you have made to us.  Upon request, you
agree to provide us with documents and other information necessary to verify
any item contained in your credit application. 
 
Despite
our persistence in attempting to reach Mr. [redacted], he has failed to satisfy these
representations and therefore is in default under the Contract.  Accordingly, we have asked Mr. [redacted] to
either substantiate his information or return the Vehicle to us.  In the interest of customer service, we will
provide Mr. [redacted] an additional 10 days from the date of this letter to
contact [redacted], our Director of Finance Operations and Risk, at
[redacted].  If Mr. [redacted] is
unresponsive or cannot verify his information, we will pursue the remedies
available to us under the Contract. 
 
Thank
you for bringing this matter to our attention. If you have any questions or
concerns, please feel free to contact me at [redacted] extension [redacted]. 
 
Sincerely,
 
 
[redacted]
[redacted]
[redacted]
           
 
[redacted]
[redacted]

Thank you for forwarding the complaint,
dated February 22, 2018, regarding a finance application submitted with CarMax
store located in [redacted], ** (“CarMax”). In the complaint,
[redacted] states...

that she completed a credit application with CarMax and
that information was shared with other financial institution. She requests that
the associated credit inquiries be removed from her credit report. 
CarMax
works with leading financial institutions, in additional to CarMax Auto
Finance, to ensure a broad variety of financing options for customers. Upon
receiving authorization from a customer to run a credit application, these
partners may separately obtain and review consumer credit reports for the
applicant. CarMax has a responsibility to accurately report credit activity to
reporting agencies and therefore must decline Mrs. Gaucin’s requested
settlement.
 
CarMax
appreciates the opportunity to respond
to this complaint. Please contact me at (800) [redacted], extension [redacted], with
any questions you may have.Sincerely,Jennifer R[redacted]
Analyst, Customer Relations Team