Bastian Roofing, Inc.

...

                      June
3, 2015
 
Via Electronic Mail
 
[redacted], Operations Team
Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
 
Re: [redacted]
 
Dear Ms. [redacted]:
 
I am
writing in response to your letter which forwarded the complaint of [redacted].  On February 17, 2015, Ms. [redacted]
purchased a [redacted], VIN [redacted] (the “Vehicle”), at the
CarMax of Riverside, CA.  In her
complaint, Ms. [redacted] is requesting CarMax exchange the Vehicle or repair the
Vehicle at no cost to her.
 
Ms.
[redacted] did reach out to CarMax after an oil change had been performed by another
facility.  During that service visit, Ms.
[redacted] was advised of several concerns and stated that she was waiting on a new
sunroof since March.  A review of CarMax’s
records indicates that Ms. [redacted] had an appointment on March 11, 2015 for water
leaking from her sunroof.  CarMax
diagnosed the leak to be clogged drain lines in the sunroof assembly.  CarMax unclogged the drain lines and cleaned
the sunroof seals for surface mold. 
There was no mention of replacing the sunroof at that time.
 
Ms.
[redacted]’s other concerns were that the brakes needed replacement and an oil leak
was found.  Since these concerns were out
of CarMax’s limited 30 day warranty, CarMax offered to set up an appointment to
diagnose the concerns at no cost and offered to help with the cost of the
repairs.  An appointment was scheduled
but Ms. [redacted] failed to show for her appointment.
 
CarMax
declines Ms. [redacted]’s request as set forth in her complaint.   CarMax appreciates the opportunity to
respond to this complaint. Should Ms. [redacted] wish to pursue repairs at this
time, she is welcome to contact CarMax to schedule an appointment to have the
Vehicle diagnosed at no charge.  If you
have any questions, please call me at [redacted], ext [redacted].
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

Thank you for forwarding the
complaint received in your office from Ms. [redacted] as it pertains to her
purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on February 5.
2017. In the complaint, Ms. [redacted]
requests that CarMax refund her the...

total price of the Vehicle due to selling
her the Vehicle with an open recall present.
            CarMax was aware of Ms. [redacted]’s
concerns and request prior to receiving this complaint. CarMax provides each
customer with a copy of records from the National Highway Traffic and Safety
Administration (NHTSA) recall database for any vehicle purchased. At the time
of Ms. [redacted]’s purchase, there were no open recalls listed for the Vehicle in
the database.
            Ms. [redacted] contacted CarMax on or
about November 9th, 2017, advising that there was now a recall
listed for the Vehicle dating back to January of 2017. CarMax offered to help
contact a Ford manufacturer facility for Ms. [redacted] so that she could have
this recall concern addressed. Ms. [redacted] instead insisted that CarMax refund
her the full purchase price of the Vehicle.
           
 Some CarMax vehicles may have open safety
recalls on them. Manufacturers have not authorized CarMax to complete safety recall
repairs and close out safety recalls. The current safety recall system is based
on the manufacturer’s relationship with its authorized dealers and registered
vehicle owners. Before a customer purchases a vehicle from CarMax, the Sales
Consultant will review a vehicle history report and a VIN-specific safety
recall report from the NHTSA website with the customer. CarMax notifies
customers prior to purchasing a vehicle to have open safety recalls fixed by
the manufacturer immediately.
            CarMax will not be participating in
Ms. [redacted]’s requested settlement for a full refund as any warranty and return
period provided by CarMax has expired. In the event that Ms. [redacted] would like
to sell the Vehicle, CarMax is happy to appraise the Vehicle. If Ms. [redacted]
has any further questions, she is welcomed to contact me at 1-[redacted],
ext. [redacted]. Thank you for providing CarMax the opportunity to respond to this
matter and CarMax considers this matter resolved.
Sincerely,
Curt D[redacted]
Analyst, Customer
Relations

[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]

[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]
Just to clarify, I do not have the Maxcare Extended Service Plan. I purchased the [redacted] from [redacted] of San Diego. At this time, the cylinder head is being inspected and not replaced. So not sure at this time what the actual problem is with cylinder 5.  I feel that carmax misdiagnosed the problem when it first came in and tried to repair it the inexpensive way.
Regards,
[redacted]

December
18, 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 Mr. [redacted] regarding his purchase of the
Vehicle from CarMax of Harrisonburg, VA (“CarMax”) on November 28th, 2014. Mr.
[redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a
term of 60 months or until the Vehicle exceeded 150,000 miles, with a
deductible of $50.00. In
his complaint, Mr. [redacted] alleged that he was misled regarding the purchase of
the ESP for the Vehicle.
            Mr. [redacted] requested that CarMax
repair the Vehicle at no cost to him. During the month of November 2015, Mr.
[redacted] towed the Vehicle to CarMax in Lynchburg, VA with a drivability concern. At
that time, CarMax diagnosed the concern and determined the clutch of the
Vehicle needed replacement. This component is a maintenance item on the
Vehicle, and is not covered under the terms of Mr. [redacted]’s ESP contract.
Mr.
[redacted] mentioned an additional concern during this visit on the axle bearing.
This was also diagnosed and determined to have occurred as a result of driving
extensively on a worn clutch.
            In an effort of customer service,
CarMax completed this diagnosis at no cost to Mr. [redacted]. CarMax will not be
participating in any coverage of these repair costs. CarMax will assist Mr.
[redacted] by offering to find the best available cost for these repairs through
CarMax vendors.
            In the event Mr. [redacted] has any
further questions regarding these concerns, he 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
D[redacted]
Analyst,
CarMax Customer Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

January 14, 2016
[redacted],
Operations Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
Re: [redacted]
Complaint ID: [redacted]
[redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated December 29, 2015 regarding
the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”)
on or about March 20, 2014.
In his complaint Mr. [redacted] states concerns regarding rotors and
brake pads on the Vehicle and requests that CarMax refund him $281.00 for
repairs to address those concerns.
CarMax’s records indicate that Mr. [redacted] contacted Customer
Relations regarding his concerns on or about September 23, 2014, approximately
six months after purchasing the Vehicle. CarMax’s records indicate that the
service department spoke with Mr. [redacted] regarding setting us an appointment.
The service department also explained that Mr. [redacted] would be responsible for
those repairs, due to the duration of time since the date of purchase. Records
also state that Mr. [redacted] contacted Customer Relations on or about December 16,
2015, again requesting reimbursement for the rotors and brake pads. Customer
Relations records indicate that Mr. [redacted] was advised that CarMax would not be
participating in a refund.
Mr. [redacted] is encouraged to communicate with CarMax directly regarding
any new concerns or questions he would like addressed.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at (800)519-1511, extension [redacted],
with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, 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]

Dear Mrs. [redacted],
Thank you for forwarding the complaint received in your
office from Ms. [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on or about January 3, 2012.
In the complaint, Ms. [redacted] describes concerns relating to a
credit inquiry. As a result of...

these concerns, Ms. [redacted] requests that CarMax
reimburse her down payment.
According to business records, Ms. [redacted] submitted and
authorized a credit application at CarMax on or about September, 24 2016. The
in-store application requires the customer’s social security information and
other forms of identification to be present at the time of submission.
Due to Ms. [redacted] authorizing the credit inquiry, CarMax declines
her request for reimbursement.
CarMax appreciates the opportunity to respond to this
complaint and considers this matter closed. 
If you have any additional questions or would like to discuss this
concern further, please contact me at 1-800-519-1511 ext. 82541.
Sincerely,
Kaitlyn C[redacted]

November 5, 2015[redacted] 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mrs. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]I am writing in response to your letter dated October 13, 2015,...

wherein you forwarded a complaint from [redacted] regarding the Vehicle purchased from the CarMax store located in Brandywine, Maryland (“CarMax”) on or about February 15, 2014.CarMax was not given the opportunity to diagnose or repair the Vehicle within the 30-Day Limited Warranty (or any months following the initial date of purchase).  CarMax has again declined the desired settlement as set forth in the complaint.  However, if Mrs. Beasley would like to pursue a repair at her cost or have the Vehicle appraised, she is welcome to visit the CarMax nearest her.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,
[redacted]
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]To whom it may concern,The issue with the [redacted] 550i is absolutely not resolved
simply because I had the wheel and tire issue resolved; That was done so that I
wouldn't have to drive a vehicle that is, by the Maryland Code of Regulations,
unfit for road use. This is the just tip of the iceberg, but the vehicle itself
is still an issue.This is the second time I purchase a vehicle from CarMax and
have a tremendous number of issues with it. A minor problem here and there is
to be expected with a used vehicle, but not something so grossly negligent that
the vehicle sold to me was in no condition to pass MD state inspection. The
fact of the matter is with such extensive repairs done, nobody made a point to
address this with me prior to completion of sale, or even for several months
after. This misstatement of material facts is absolutely unacceptable, and
shows exactly what kind of unethical sales mentality CarMax condones and
fosters with its personnel.When the car was brought in for service in February, the
overwhelming consensus with the CarMax service department was that the
vibration I was feeling was the Lane Departure Warning, which my vehicle is not
equipped with. Within the first hour [redacted] had the car, they had given me a firm
diagnosis that the vibration is caused by a bent wheel and bubbled tire. After
having them inspect the repairs CarMax had done, they stated while they can't
make an assumption the car was in an accident, it looks like it had run over
something. Between that and the three bent wheels/one damaged tire, it's
appalling that none of these red flags were addressed.I've tried to be civil over the course of this entire process,
but for this to have dragged on from November until now is unbelievable. Nobody
wants to admit fault or take the necessary actions to resolve this issue, only
deflection and half-hearted apologies when confronted with facts. At no point
in time was a true resolution offered; it was either sell the car for a
substantial economic loss, or have the repair done, but neither addressed the
fact that I was sold a vehicle that put my safety, the safety of my passengers,
and the safety of other drivers in jeopardy. I maintain that the only
resolutions to this issue are either full restitution for all related cash
outflows, or a replacement vehicle of the same value to be inspected by a third
party, because apparently CarMax is fine with passing vehicles that the State
of Maryland wouldn't.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.
[I can prove the recall directly from my [redacted] dealership in addition to the [redacted] website that states the service campaign and effective date which is before the car is sold. This will show that CarMax seal of approval is out of order and has not been applied to my case. I will fax the information over in addition to the multiple service bulletins that is attached. While those are not actual recalls, the integrity of the claim of quality is in question based on the documented recall, completely ignored in conjunction with the service bulletins they ignored during their inspection of the car. I ask once more for my initial outcome while paperwork, regarding the recall is sent to the office of the Better Business. I also go on record to state that I will request a copy of my contract for comparison, all mechanical work recorded, origin of the vehicle before Carmax's possession and their recorded mechanical work on the vehicle. From here Carmax determines the course of my complaint. I truly hope we can work this out here and now without further recourse and I believe that as I stick with the facts, God will make a quick work of this and establish an outcome of truth. Thank You.    ]
Regards,
[redacted]

Thank
you for forwarding the complaint received in your office from Ms. [redacted]
regarding the Vehicle sold to CarMax of [redacted]...

** (“CarMax”) on or about March
27, 2017.
In
the complaint, Ms. [redacted] mentions that since the sale, she has received delinquent
notices from the [redacted] regarding the Vehicle’s registration. As a
result of these concerns, Ms. [redacted] requests that CarMax change the title
and pay the registration fee.
CarMax
would like to note that upon their purchase of the Vehicle, a release of
liability form is sent to the [redacted]. According to CarMax’s records,
this form was sent both after the sale and again in December, per Ms. Della
Donna’s request. CarMax also spoke with Ms. [redacted] on or around December,
6 2017 and provided her with the necessary documentation should she prefer to also
send it in herself with the notices.
CarMax
would also like to note that the title is not changed to a new owner’s name
until the new consumer owner of the Vehicle completes this process with the
appropriate agencies.
CarMax
appreciates the opportunity to respond to this complaint and considers this
matter resolved.  If you have any
additional questions or would like to discuss this concern further, please
contact me at 1-[redacted] ext. [redacted].
Sincerely,
Kaitlyn
C[redacted]

June 12, 2015 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
[redacted]
 
[redacted]
 
Thank you for forwarding the complaint received in your
office from Miss [redacted] regarding the...

[redacted](the “Vehicle”)that she purchased on or about
September 11, 2014 from the CarMax store located in [redacted]  In this complaint Miss [redacted]
is requesting that CarMax help pay for a new transmission and radiator.
 
In May of 2015, Miss [redacted] contacted the CarMax store
located in [redacted] with concerns regarding the mechanical condition of
the Vehicle and her concerns that there was a class action lawsuit involving
her Vehicle. At that time it was explained to Miss [redacted] that CarMax would not
have been privy to that type of information involving the lawsuit against the manufacturer.  CarMax offered to look further into the
repair to see if we would be able to assist in possibly getting a better price.
After further consideration, as a gesture of goodwill, CarMax has offered to
reimburse Miss [redacted] 50% of the total invoice for the repair.  Miss [redacted] has accepted the offer and will
be providing a copy of the paid receipt.
 
CarMax appreciates the opportunity to respond to this
complaint. Please call me at (800) 519-1511
Extension [redacted], if you have any additional questions.
 
 
Sincerely,
 
 
 
[redacted]

May 2, 2015
 
[redacted]
 
[redacted]
Thank you for forwarding the complaint [redacted] received in
your office from [redacted] regarding the 2007 [redacted],...

[redacted] (the “Vehicle”) that was purchased on or about January 14,
2014 at the CarMax store located in [redacted] (“CarMax”).  At the time of sale, Mr. [redacted] did purchase
the MaxCare Extended Service Plan (“MaxCare”) valid for a period of 72 months
or 125,000 miles, whichever occurs first. 
In this complaint Mr. [redacted] is requesting for CarMax to fix the Vehicle
with no deductible charge.
According to our records, CarMax serviced the Vehicle on or
about February 10, 2014 for the ABS light being on, replaced the driver front
wheel bearing, and aligned the Vehicle. 
All repair costs were covered under the CarMax Limited 30-Day
Warranty.  Mr. [redacted] had concerns of
leaking fluid, heat fluctuating from hot to cold, jerking at 50 mph, heard a noise
when driving over bumps, and a coolant flush on or about April 30, 2015.  Repairs to water pump, coolant tube, tension
struts were all covered under MaxCare.  CarMax
did not duplicate jerking concerns. 
CarMax flushed the coolant; this repair is not covered under
MaxCare.  Mr. [redacted] paid a total of
$364.08.  Mr. [redacted] brought the Vehicle
to CarMax on or about May 27, 2015 for concerns of shifting problems and stated
the Vehicle would not go over 40 mph. 
CarMax replaced the electro-hydraulic control unit.  This repair was covered under MaxCare, and
Mr. [redacted] paid his deductible of $250.00. 
CarMax also diagnosed a catalytic converter failure, which is not
covered under MaxCare.  CarMax
recommended that Mr. [redacted] take the Vehicle to a muffler shop for this repair. 
CarMax is declining the settlement request as set forth in
the complaint.  However, CarMax is
willing to obtain repair quotes for the cost of the catalytic converter.  If Mr. [redacted] would like to obtain those price
quotes, hey may contact [redacted] 
CarMax appreciates the opportunity to respond to this
complaint. 
 
Sincerely,
 
[redacted]

December
29, 2016
[redacted], Operations Supervisor 
RE: Mrs. [redacted]
 [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] (“CarMax”) on December 6,
2015. In the complaint, Mrs. [redacted] expresses concerns with the Vehicle’s starter
and previous repairs completed on the Vehicle by CarMax.
Records
show that on or around July 20, 2016, CarMax replaced the brakes on the Vehicle
at no cost to Mrs. [redacted], as a gesture of customer service.  At this time, the brakes were considered to be
in good working order.  
On
or around December 19, 2016, a CarMax Service Manager spoke with Mrs. [redacted] about a starting concern.  The Vehicle
was subsequently towed to CarMax for diagnosis and repair of the Vehicle’s
alternator.  Repair costs were covered in
full by Mrs. [redacted] Extended Service Plan.
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

Dear Sir/Madam:
Thank you for sharing Ms. [redacted] complaint
and providing us with the opportunity to respond. Ms. [redacted] alleges that she
never authorized us to submit a credit application on her...

behalf.  [redacted] desired resolution is
unclear.  Nevertheless, based on a review
of our records and an interview of the sales associate identified in the complaint,
it is our conclusion that [redacted] complaint is without merit. 
On August 9, 2016, Ms. [redacted] visited our store
in [redacted] and submitted a credit application to finance the purchase
of a [redacted] (the “Vehicle”). Despite a credit
approval, Ms. [redacted] did not purchase the Vehicle.  The next day, Ms. [redacted] visited our store in
[redacted] and purchased a [redacted] with her own finance source. 
Prior to submitting each application, and as we do for every
applicant, we presented Ms. [redacted] with an opportunity to review and agree to our
Credit Application Terms and Conditions (“Consent Form”) and she agreed to
proceed with the application. Specifically, under the Consent Form, Ms. [redacted] authorized us and our finance sources
to “use your credit reports and verify your application information.”
Additionally, the
substantial amount and nature of personal information Ms. [redacted] voluntarily provided to us – e.g., name, address,
length of time at address, previous address, phone number, date of birth,
social security number, employer, length of time with employer, and income –
support her intent to apply for credit on 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 [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 Manager
CarMax

May 25, 2016[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted]2009 [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing you in response to your letter dated May 10, 2016 wherein you...

forwarded a complaint from Ms. [redacted], regarding the Vehicle purchased from the CarMax store located in Orlando, Florida (“CarMax”) on or about March 24, 2016.  Ms. [redacted] requested in the desired settlement for CarMax to repair the Vehicle as soon as possible, and then pay to have it inspected at a local [redacted] dealership.CarMax’s records indicate that they have elected to honor Ms. [redacted] request as stated in the desired settlement and has issued the [redacted] dealership a one-time payment in the amount of $136.27 to cover the cost of inspection and any needed repairs.  Ms. [redacted] was satisfied with CarMax’s offer of assistance.Therefore, CarMax considers this matter closed and appreciates the opportunity to respond to this complaint.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.We are rejecting the response from Carmax, please see the reasoning below. The shuddering has been the complaint since the start as Ms. [redacted] showed below. We brought the vehicle back to Carmax multiple times for the shuddering while braking. This was the complaint as stated in the customers complaints that were expressed to Carmax. The first time they did the rotor resurfacing, that did not fix the problem. It was brought back again, and sent to [redacted] because Carmax could not figure out the problem. I also did a ride along with one of the service members and they were able to feel it. The shuddering has been the constant issue all along. To make matters worse, when brought to [redacted] we found out the rotors where completely warped but the brakes were fine, this is something that Carmax should have addressed previously. After multiple attempts to Laurels service department, the Corporate office was contacted because all these problems where while the car was under warranty. The reason it was taken to [redacted] was because Carmax stated we could.  The vehicle will be continued to be taken to [redacted] because Carmax did not want to take responsibility for the shuddering. It was Carmax who continued to tell us that it was documented differently each time, how Carmax documented it each time was on the service members. The complaint as read to us after multiple phone calls was that the customer said that when breaking there was shuddering. After multiple attempts to have the vehicle fixed at [redacted], they do think it is transmission problem.  Ms [redacted] also encouraged us to contact the Laurel service department which has been done multiple times. Along with speaking to the Laurel service department, we spoke to the Corporate office on multiple occasions. Both of which continued to point fingers and blame the customer.  We had no choice but to take it to [redacted] and will continue to take it to [redacted] Carmax should have no have been able to sell a vehicle that has been devalued so much from constant problems.
Regards,
[redacted]

DATE \@ "MMMM d, yyyy" July 26, 2016
 
Revdex.com Serving
Central Virginia, Inc.
720
Moorefield Park Drive
Suite 300
Richmond, VA
23236
 
RE:      Consumer
Complaint of [redacted]
Account [redacted]
            [redacted]
           
           
Dear Sir/Madam:
 
Thank you for
sharing [redacted] dissatisfaction with our complaint response.  We were sorry to hear that she was not
satisfied with our resolution to her concerns. 
Upon learning of Ms. [redacted] dissatisfaction, we immediately reached
out to her.  She advised that while she
did receive our Release of Lien, she was unhappy with the fact that she would
have to go to the DMV to complete the process of getting a title without our
name listed as lienholder.  When we
advised her that she could skip this process and keep the Release with the
title, she was unhappy with the prospect of keeping track of an additional
document. 
I am happy to
report that we were able to find a solution that was satisfactory to Ms.
[redacted].  We asked that Ms. [redacted] send us
her certified duplicate copy of her title so that we could notate our release
on the title and send it back to her.  We
sent Ms. [redacted] a [redacted] overnight envelope so that she did not incur any
expenses.  We received Ms. [redacted] title
on July 20, 2016.  We notated the title
and immediately sent it back to her.  She
received the notated title on July 21, 2016.  
In addition, we reimbursed Ms. [redacted] the [redacted] she spent on the
certified copy of the title.  She
received this reimbursement via [redacted] on July 25, 2016.
Thank you,
again, for bringing Ms. [redacted] dissatisfaction with our complaint response to
our attention so that we had the opportunity to find an alternative solution. If
Ms. [redacted] needs anything further, I hope that she will contact [redacted] 
Sincerely,
 
Brent A[redacted]