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.The damages occurred while the vehicle was in carmax's service station. Regardless of what they claim not to understand or perceive. They damaged the vehicle and made partial repairs resulting from the damages that their crew caused but refused to fix the hole they left on the sliding door. The door panel is STILL not installed correctly and continues to damage the rear fender and the panel itself was not fixed which shows significant signs of wear due to the contact with the rear fender. These are problems which the vehicle did not have prior to taking it in for service last month. The hole in the door is now beginning to rust and will become both a safety and structural hazard. The resolution I am requesting is that the door be repaired properly and or replaced due to the damages caused. 
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

May 18, 2016
[redacted],
Operations Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
Re: Mr. [redacted]
Complaint ID: [redacted]
2013 [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]                                   ...⇄
Thank you for forwarding the complaint dated May 5, 2016 regarding
the Vehicle purchased from the CarMax store located in Norcross, Georgia (“CarMax”)
on or about February 3, 2016.
In his complaint, Mr. [redacted] describes concerns with size of the
Vehicle’s tires, which he expresses is owned by his stepson. Mr. Lewis requests
that CarMax reimburse the Vehicle’s owner for the cost of the new tires.
CarMax’s records indicate that the Customer Relations department
and management at the Norcross location have been in contact with the Vehicle’s
owner regarding his concerns, and have fully resolved this concern by issuing
the reimbursement.
Should the owner of the Vehicle have additional questions or
concerns, he is encouraged to call the CarMax Norcross location at 770-263-8808.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at (800)519-1511, extension [redacted],
with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, Executive Response Team

December
17, 2015
[redacted], Operations Supervisor
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: [redacted]
VIN: [redacted] (the “Vehicle”)
Dear Mrs.
[redacted],
            Thank you...

for forwarding the
complaint received in your office from Tanisha [redacted] regarding the purchase of
the Vehicle from CarMax of Modesto, CA (“CarMax”) on October 31, 2015.  In her complaint, Mrs. [redacted] stated the
Vehicle had service concerns present at the time of sale which were never fully
resolved. 
            Between November 4, 2015 and
December 16, 2015 CarMax completed a number of repairs on the Vehicle including
replacing the instrument cluster, A/C belt, intermediate steering shaft, door
speakers, TPMS sensors, seat reviots and harmonic balance.  On December 8, 2015 Mrs. [redacted] returned the Vehicle
to CarMax.  CarMax refunded the down
payment and transfer fee for the Vehicle. 
Mrs. [redacted] purchased another vehicle from CarMax.
If
Mrs. [redacted] has any additional questions, she may contact me at 1-800-519-1511
ext. [redacted].
Sincerely,
Jennifer
L[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]
The fact that I purchased two cars back to back that immediately needed repairs is unacceptable. Carmax is supposed to be the use car dealer that one can trust when buying a pre-owned car. I will state this: I do not accept your "offer" and I care little about returning to Carmax for any further business. I understand that even in the "professional" world that a "used car salesman" still cannot be trusted. Unfortunately now, should I even choose to return the vehicle for another vehicle or sell this one back for a refund of my down payment, my credit has been "dinged" in doing so much "business" with you all lately that I wouldn't even be able to take my money else where without having an ungodly interest rate. You would not be satisfied in my situation, my co-workers that I've told would not be satisfied with my situation, and above all I am not satisfied with my situation. Carmax has failed, utterly, what with me being a first time customer and it is not welcome. Your "offer" is offensive and does nothing for the stress Carmax has placed on me. I understand, though. It's all about the Benjamins. Customer service does not exist anymore these days. It's a façade. I regret ever doing business with Carmax and will I ever return. You have a great day.

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 do not live near the location where the vehicle was purchased from and took the vehicle to the closest [redacted] DEALERSHIP to have it repaired not back to CARMAX where it was purchased.  It was only after I had to have the vehicle placed in the repair shop for significant impairments on several separate occasions for the same issue.  Even the dealership suggested I contact CARMAX to have them review and diagnose the issue and offer assistance in getting the vehicle repaired to CARMAX standards, but seems to have made it to the nonconformity standards instead.  I paid over $10k for the vehicle and after having had it placed in the shop for the same issue more than 5 times I have contacted CARMAX in regards to the electrical issue with the vehicle.  The vehicle has completely shut off on me while travelling on the highway on more than one occasion, placing not only my self but drivers around me in danger as it completely locks up the steering wheel which is a serious  safety defect.  I have followed every direction they have asked of me. I have had it appraised by CARMAX  and given an offer of $1500 which they state was given due to the excellent condition of my vehicle yet I owe over $7k on the vehicle.  I have provided CARMAX with all of my record and at their request had CARMAX service team run an engine diagnostic and a scan of my electrical system, they had it in their possession for 3 days prior to telling me nothing was wrong.  Which is impossible since you don't even have to run a scan or any diagnostic on the vehicle to see the rear signal lights do not work and the driver side reverse light is also out.  Which when they are replaced short out the starter (the main reason it has been in the shop nearly once every month for the past year and a half).  So what if I had taken the vehicle to Carmax...who has looked at my vehicle for 4 days and concluded nothing was wrong with it??  How would that have helped.  The law does not state that I have to take my vehicle back to the company I purchased it from to be considered to have a serious safety defect.  I have made reasonable allowances regarding the vehicle by taking it directly to the manufacturer for repairs.  I have kept excellent records of every visit to have the vehicle repaired and have attached them to this letter as well.  I would be willing if offered to 1.Replace the motor vehicle with a comparable motor vehicle2.Accept the return of the motor vehicle and refund to the consumer, lessor, and any lienholder as their interest may appear the full contract price, including all collateral charges, incidental damages, less a reasonable allowance for the consumer's use of the vehicle up to the date of the first notice of nonconformity that is given to the manufacturer, its agents or authorized dealer3.in addition I would be willing to accept any assistance in repairing or correcting any defect or condition, including those that do not affect the driveability of the vehicle
Regards,
[redacted]

January
26, 2016
[redacted], Operations Supervisor
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: [redacted]
VIN: [redacted] (the “Vehicle”)
Dear Mrs.
[redacted],
            Thank you...

for forwarding the
complaint received in your office from [redacted] regarding the Vehicle she
purchased from CarMax of Fort Worth, Texas (“CarMax”) on February 3, 2015.  In her complaint, Ms. [redacted] states that the
Vehicle has been in for service three times since purchase.  She states that she would like CarMax to buy back
the Vehicle.
            On approximately May 6, 2015, Ms.
[redacted] brought the Vehicle to CarMax for an engine light concern.  CarMax sublet the vehicle to Lone Star
Bavarian, where the harmonic balancer was replaced.  The repair was covered by an extended service
plan. 
            On approximately July 27, 2015 Ms.
[redacted] brought the vehicle to CarMax for an overheating concern. CarMax sublet
the vehicle to [redacted], where the water pump and thermostat were
replaced.  The repair was covered by an
extended service plan.  
            On approximately October 28, 2015,
Ms. [redacted] brought the vehicle to CarMax for a clutch concern.  CarMax advised that clutch failure is
considered normal maintenance and is not covered by the extended service
plan.  CarMax offered to diagnose the
vehicle.  Ms. [redacted] declined.  Ms. [redacted] then had the vehicle appraised.  CarMax offered $8,000 for the Vehicle.  Ms. [redacted] declined to sell the Vehicle.
            Ms. [redacted] states that she would
like CarMax to buy back the Vehicle. 
CarMax is not able to do this as the Vehicle is outside CarMax’s 5-Day
Money Back Guarantee.  CarMax is happy to
diagnose any current service concerns on the Vehicle, and complete needed
repairs.  If Ms. [redacted] would like to
sell the Vehicle, CarMax is glad to complete another appraisal.
            If Ms. [redacted] has any additional
questions, she may contact me at 1-800-519-1511 ext. [redacted].
Sincerely,
Jennifer
[redacted]
Analyst,
CarMax Customer Relations

November 1, 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...

September 2, 2016. In the complaint, Ms. [redacted] states that she brought the Vehicle to her mechanic after a number of service lights illuminated.  Ms. [redacted] states that her mechanic completed repairs, but additional indicator lights have since presented themselves.  Because of this, Ms. [redacted] requests that CarMax buy the Vehicle back.On or around October 15, 2016, Ms. [redacted] also reached out to the CarMax Customer Relations Team and shared the same information she presents in her complaint letter.  Members of the CarMax Customer Relations Team and [redacted] store management have been in contact with Ms. [redacted] about her concerns.  In summary, CarMax records indicate that the Vehicle was brought into the [redacted] location service center on or around October 25, 2016 in order to diagnose and complete needed repairs.  These repairs are being complete at no cost to Ms. [redacted].  [redacted] service team is staying in consistent communication with Ms. [redacted] about the status of the repairs.  However, because the Vehicle is outside CarMax’s 5-Day Money-Back Guarantee, CarMax has elected not to participate in buying back the vehicle at the full purchase price. 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,Jennifer L[redacted]Analyst, CarMax 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]

DATE \@ "MMMM d, yyyy" November 23,...

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 the opportunity to
respond.  Ms. [redacted] is unhappy with the remaining
balance on her account after experiencing a total loss on her vehicle even though
she had insurance and optional Guaranteed Asset Protection (“GAP”).  She purchased the optional GAP Waiver
Agreement on February 12, 2014, in conjunction with the purchase of her vehicle
from our dealer affiliate.  [redacted], LLC (“[redacted]”) is the administrator of the GAP
Waiver Agreement.  In addition, she is
dissatisfied with the processing time for her GAP claim.  Her account was paid in full and closed on
November 5, 2015, however, Ms. [redacted] feels that she should receive a
refund.   
Upon
receipt of Ms. [redacted]’ complaint, I reviewed her account and discovered that she
had five late fees assessed on her account prior to the date of loss.  Per the GAP Waiver Agreement that Ms. [redacted]
signed at the time of purchase, GAP will not cover unearned finance charges,
payments due but unpaid, deferred or extended payments, late charges,
disposition fees, termination fees, penalty fees, or other items added to the
contract balance after origination.  On
August 31, 2015, we received a check from [redacted] in the amount of $14,246.34,
which was applied to Ms. [redacted]’ account as of the date of loss.  On October 15, 2015, we received a check from
[redacted] in the amount of $1,654.10, which was also applied to the account as
of the date of loss.  We credited the
remainder of her extended service plan to her account in the amount of
$1,615.75.  After the application of all
of the above referenced amounts, Ms. [redacted] had a remaining balance on her
account of $226.55 in late fees and $100.11 in accrued interest.
Please
know that after the receipt of the funds from [redacted], we contacted [redacted] on
September 11, 2015 and provided all of the documents required by us to process
the GAP claim.  It is our understanding
that any delay in processing the GAP claim appears to be due to [redacted]
waiting for required documents from Ms. [redacted], as she submitted only a partial police
report.
We
understand that having a total loss on a vehicle is difficult and we strive to
provide our customers the best possible service during this challenging
time.  We spoke with Ms. [redacted] several
times throughout this process.  In
addition to keeping her informed, we also granted her three extensions between
August and October while she awaited her insurance and GAP payments. 
It
is our position that the balance due on Ms. [redacted]’ account was correct and
there is no refund due.  We will,
however, furnish on our tradeline on Ms. [redacted]’ credit file that she disputes
the information we are furnishing.  If you need additional
information regarding the above, please do not hesitate to contact [redacted] at [redacted], extension [redacted].
Sincerely,
 
[redacted]
Operational Compliance
Manager
CarMax Auto Finance
Copy:
[redacted]

July 27, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[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 13, 2015 at the CarMax
store located in [redacted] (“CarMax”). 
In this complaint Mr. [redacted] is requesting for CarMax to address the
soft top fabric issue and the missing tow harness.
According to our records, on or about July 21, 2015 CarMax spoke
to Mr. [redacted] further about his concerns. 
CarMax explained that our technicians do not install tow packages
related to the wiring harness needed for the trailer hitch.  This is something that has to be completed by
the manufacturer.  CarMax also explained
that we needed further diagnosis on the rip in the soft top.  This would have to be completed by a
specialized vendor.  The Vehicle will
have to be seen by [redacted] and [redacted] to address the concerns
further.  CarMax has left messages for
Mr. [redacted] in an attempt to schedule an appointment to assist.  Mr. [redacted] has not responded.
CarMax is offering to help address Mr. [redacted] concerns as
requested in the complaint.  Mr. [redacted] should
call the CarMax service department at [redacted] as soon as possible to
schedule a service appointment to take care of the concerns.
CarMax appreciates the opportunity to respond to this complaint. 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
Sincerely,
 
 
[redacted]

May 10th,
2016
[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
2010 [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 Tinley Park, IL (“CarMax”) on March 2nd, 2012.
Ms.
[redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a
term of 72 months, or until the Vehicle exceeded 75,000 miles, with a
deductible of $100.00 and up to 7 days of rental transportation for covered
repair claims. In her complaint, Ms. [redacted] requested reimbursement for rental
insurance coverage while the Vehicle was at CarMax for repair.
            CarMax
was aware of Ms. [redacted]’s concerns prior to receiving this complaint. According
to CarMax’s records, the Vehicle was repaired on approximately April 26th,
2016 under the terms of Ms. [redacted]’s ESP.
Rental insurance is the
responsibility of the vehicle owner. As such, CarMax declines to participate in
insurance costs related to Ms. [redacted]’s rentals.
            In
the event that Ms. [redacted] has further questions, she is welcomed to contact me
at 1-800-519-1511, ext. [redacted].
            Thank
you for providing CarMax the opportunity to respond to this matter.
Sincerely,
Curt
D[redacted]
Analyst,
CarMax Customer Relations

July 19th, 2016[redacted]RE: [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 September 9th, 2009. In her complaint, Ms. [redacted] requested that CarMax reimburse her the amount that she paid for general service work after discovering additional repair concerns after this visit. Ms. [redacted] also requested that CarMax pay for the additional service concerns repaired by the two service locations listed in her complaint.            In an effort of customer service, CarMax reimbursed Ms. [redacted] on July 13th, 2016, in the amount of approximately $[redacted].00 for her previous visit, the full amount of all monies spent during her visit. CarMax did not have the opportunity to diagnose any of these repair concerns prior to these being completed elsewhere; however CarMax did offer to diagnose those concerns on the Vehicle at no charge to Ms. [redacted]. Currently. CarMax will not be participating in any payment of repair costs without performing additional diagnosis. If Ms. [redacted] has any additional 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]
[redacted]

November 9, 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 27, 2016 wherein you forwarded a complaint from Ms. [redacted], regarding the...

Vehicle purchased from the CarMax store located in [redacted], ** (“CarMax”) on or about August 30, 2016.  In the complaint, Ms. [redacted] requests for CarMax to reimburse her for the last payment made towards the loan for the [redacted] that she traded into CarMax.CarMax’s records state that they have been in recent contact with Ms. [redacted] as it pertains to this matter and has agreed to honor her requested settlement, as they’d previously committed.  CarMax of [redacted], ** will receive the reimbursement check (in the amount of $[redacted].**) no later than Tuesday, November 15, 2016.  From there, a member of CarMax’s Business Office Team will contact Ms. [redacted] to inform her of the check’s arrival and availability (for pick up).If Ms. [redacted] fails to receive an update by the above stated date, she may contact myself (at [redacted], ext. [redacted]) or Assistant Business Office Manager, Tanya A[redacted], (at [redacted], ext. *).CarMax appreciates the opportunity to respond to this complaint.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]

May 17th,
2016
[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 Memphis, TN (“CarMax”) on November 21st, 2015.
In
his complaint, Mr. [redacted] requested that CarMax reimburse him for the cost of
leather installation in the Vehicle or complete the installation of leather for
which Mr. [redacted] previously paid.
            As
stated in his complaint, Mr. [redacted] purchased leather to be installed in the
Vehicle at the time of sale. The amount of this installation was included in
the terms of his loan on the Vehicle. CarMax scheduled a service appointment to
have the leather installed in approximately December of 2015. Mr. [redacted] was unable
to make this appointment. CarMax has no record of subsequent service nor any
record of Mr. [redacted] scheduling an appointment for installation.
            CarMax
processed a reimbursement for the leather installation on approximately April
11th, 2016 in the amount of $1,436.69. At that time, CarMax returned
this amount to the principal balance of Mr. [redacted]’ loan for the Vehicle through
CarMax Auto Finance. CarMax communicated this with Mr. [redacted] on May 14th,
2016.
            In
the event Mr. [redacted] would still like to have leather installed in the Vehicle,
CarMax will make an appointment for the installation and Mr. [redacted] will be
responsible for the cost which was previously reimbursed.
            If Mr.
[redacted] has any further questions, he is welcome to contact me at 855-562-4935,
ext. [redacted].
            Thank
you for providing CarMax the opportunity to respond to this matter.
Sincerely,
Curt
D[redacted]
Analyst,
CarMax Customer Relations

March 21, 2016
[redacted],
Operations Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
Re: Mr. [redacted]
Complaint ID: [redacted]
2-15 [redacted] (the “Vehicle”), VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated March 6, 2016 regarding
the Vehicle purchased from the CarMax store located in Houston, Texas (“CarMax”)
on or about January 18, 2016.
In his complaint, Mr. [redacted] describes concerns with the cosmetic
quality of paint with the fenders and hood of the Vehicle, and requests that
CarMax pay an estimated $1,500 for him to have the front end of the Vehicle repainted
at a body shop of his choice.
CarMax’s records indicate that Mr. [redacted] was in communication
with both the Senior Management Team at the store, as well as a Customer
Relations Analyst, regarding his concerns starting on or about February 10,
2016. During this period, notes state that the Vehicle was inspected and the
paint was verified as exceeding CarMax’s standards. Customer Relations records
indicate that Mr. [redacted] was presented with the option to return the Vehicle
outside of CarMax’s 5-Day Money-Back Guarantee on or about February 29, 2016. Starting
on this date, Mr. [redacted] was given one week to return the Vehicle if he wished
to do so.
CarMax did not receive confirmation from Mr. [redacted] that he would
like to return the Vehicle within his offered extension period, and as such, will
not be participating in another return offer at this point. As the Vehicle was
noted as exceeding cosmetic standards after multiple inspections, CarMax will
not be participating in covering the expenses for repainting the front-end of
the Vehicle, as requested by Mr. Hunter. Should Mr. [redacted] have any additional
concerns he would like to discuss regarding the Vehicle, he is encouraged to
contact the location by calling 281-970-6690.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at (800)519-1511, extension [redacted],
with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, Executive Response Team

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]

December 14, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted] (the “Vehicle”), VIN: [redacted]Dear Mrs. [redacted]:I am writing you in response to your letter dated December 4,...

2015 wherein you forwarded a complaint from Ms. [redacted], regarding the Vehicle purchased from the CarMax store located Brandywine, Maryland (“CarMax”) on or about November 17, 2015.CarMax’s records indicate that we have been in communication with Ms. Taylor regarding this matter and have reached the desired settlement to allow Ms. [redacted]r the ability to return the Vehicle to CarMax at the full purchase price.  Ms. Taylor was satisfied with CarMax’s resolution and has returned the Vehicle to CarMax as of December 8, 2015.CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.Please contact me at (855)562-4935 extension [redacted] with any questions you may have.Sincerely,Nekia W[redacted]Analyst, Executive Response Team

August 21, 2015
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
[redacted]
Complaint ID
[redacted]
[redacted]
 
Dear Mrs. [redacted]:
 
I am writing
you in response to your letter dated August 8, 2015, wherein you forwarded a
complaint from [redacted].
 
At the present time, CarMax is working with
Mr. [redacted] to resolve the Vehicle’s concerns, and has agreed to replace the
affected areas of the seat.  In addition,
CarMax sent the Vehicle to the Dodge dealership on or about August 20, 2015 to
diagnose the check engine light under the Vehicle’s manufacturer warranty.  The diagnosis of the check engine light concern
has yet to be determined.  However,
should Mr. [redacted] have any additional questions or concerns, CarMax encourages
Mr. [redacted] to contact the Operations Manager at [redacted]
 
CarMax has also communicated Mr. [redacted] feedback
regarding the interaction that he had with the Sales Consultant and will be
sure that the feedback is addressed appropriately.
 
CarMax appreciates the opportunity to respond
to this complaint and considers this matter resolved.
 
Please contact me at [redacted] extension [redacted] with any
questions you may have.
 
Sincerely,
 
[redacted]
[redacted]

Dear Mrs. [redacted]                                   ...⇄ you for forwarding the complaint, dated October 30, 2017, regarding the Vehicle serviced at the CarMax store located in [redacted] (“CarMax”) on or about July 24, 2017. In the complaint, Mr. [redacted] describes service concerns which arose after the first month of ownership.  As a result of these concerns, Mr. [redacted] would like CarMax to provide a replacement Vehicle or complete a full return of the Vehicle. CarMax records indicate that after receiving his complaint, a manager contacted Mr. [redacted] on or about November 3, 2017 to discuss his concerns further. During this conversation, CarMax scheduled a service appointment for the following week. Between November 8, 2017 and November 14, 2017, CarMax completed the following: serviced throttle body assembly, replaced engine oil pan plug with new gasket, replaced and reprogrammed all 4 Tire Pressure Monitoring Systems sensors. CarMax verified the repairs and covered the costs associated with the repairs and service, as a gesture of customer service. In addition, a loaner vehicle was provided during for Mr. [redacted]’ use while the Vehicle was being serviced. CarMax is glad to have the opportunity to address the service and repair needs on the Vehicle; however, due it being outside CarMax’s 5-Day Money-Back Guarantee, CarMax must decline Mr. [redacted]’ request to return the Vehicle. 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 Thank you, Jen L[redacted]CarMax Customer Relations1-[redacted]-[redacted]-[redacted] ext. [redacted]Home Office ext. [redacted]@carmax.com