Bastian Roofing, Inc.

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

Thank you for sharing Mrs. [redacted] complaint and providing us with an opportunity to respond. Mrs. [redacted] alleges that she never applied for credit with CarMax Auto Superstores, Inc. and is therefore disputing the related inquiries on her credit file. Based on a review of...

our records, Mrs. [redacted] complaint is without merit. ~On September 26, 2017, Mrs. [redacted] visited our website www.CarMax.com and submitted an online credit application. Prior to applying, Mrs. [redacted] reviewed and agreed to our Online Credit Application Terms and Conditions ("Online Consent Form"). Among other things, the Online Consent Form: (a) provides "[t]his is a CarMax credit application that will result in inquiries· on your credit report"; and (b) authorizes CarMax Auto Superstores, Inc. and "each of its finance sources"- to "obtain and use your credit reports and verify your information." The fact that inquiries will result is presented clearly and conspicuously in a red text box to every online applicant. Additionally, in connection with her application, Mrs. [redacted] voluntarily entered a substantial amount of personal information into our website- e.g., name, address, length of time at address, phone number, date of birth, social security number, e-mail address, employer, income, and length of time with employer. Despite receiving a credit approval (conditioned on down payment), Mrs. [redacted] did not purchase a vehicle. Furthermore, our records reflect that a sales consultant contacted Mrs. [redacted] via phone on September 27, 2017 and via e-mail on October 17, 2017 using the contact information provided by Mrs. [redacted] in her application. Accordingly, we had Ms. [redacted] authorization to obtain her credit reports and, therefore, we decline her request to remove the associated inquiries. We conducted an identity theft review of Mrs. [redacted] application and concluded the application was legitimate. This included confirmation that Mrs. [redacted] credit file did not contain a fraud alert or was otherwise frozen. Nevertheless, if Mrs. [redacted] believes she is the victim of identity theft we encourage her to contact our Customer Relations Department at [redacted] Thank you for bringing Mrs. [redacted] complaint to our attention. If you need any additional information, please do not hesitate to contact me directly at the contact information provided above. Confidential THE AUTO SUPERSTORE Brent A[redacted] Operational Compliance Manager Car Max

November 13, 2015[redacted]720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr. [redacted], Jr.Complaint ID [redacted]Dear Mrs. [redacted]I am writing you in response to your letter dated October 26, 2015,...

wherein you forwarded a complaint from Mr. [redacted], Jr. regarding the Vehicle purchased from the CarMax store located in Laurel, Maryland (“CarMax”) on or about February 28, 2015.  Mr. [redacted] requested in the desired settlement for CarMax to replace his windshield at no cost due to there being a pre-existing flaw in it at the time of purchase.CarMax has been in communication with Mr. [redacted] and has agreed to allow him to take the Vehicle to his dealership of choice and have his windshield replaced at CarMax’s expense (upon submission of a paid invoice).Mr. [redacted] was satisfied with CarMax’s offer of assistance and elected to have the Vehicle’s windshield replaced by [redacted] for a cost of $308.43.  Mr. [redacted] later submitted his invoice to CarMax on or about November 3, 2015.  CarMax processed Mr. [redacted]’ reimbursement the same day and has mailed him reimbursement check #[redacted] for the above stated amount on or about November 13, 2015.  Mr. [redacted] should receive this refund within 7-10 business days.CarMax appreciates the opportunity to respond to this complaint and considers the reimbursement check the resolution to the complaint.Please contact me at [redacted] extension [redacted] with any questions 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:
Issue has been resolved and Carmax did in fact pay off the full amount of the original purchase price. Please take this email and close matter at it has been resolved.
Thank you very much :)
[redacted]

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

[redacted].    In the complaint, [redacted] states that after purchasing the Vehicle, a user not listed on the paperwork at the time of sale called CarMax’s finance division and received information pertaining to the purchase of the Vehicle.  Therefore, [redacted] is requesting to be contacted by the business for further deliberation.CarMax’s records indicate that CarMax’s Location General Manager, [redacted], called and left a voicemail with [redacted] on the dates of [redacted] and [redacted].  CarMax has not heard back from [redacted] as of today’s date; but encourages her to contact [redacted] at [redacted], extension [redacted] at her earliest convenience.CarMax appreciates the opportunity to respond to this complaint and welcomes the opportunity to speak with her further regarding this matter.Please contact me at [redacted], extension [redacted], with any questions you may have.Sincerely,[redacted]
[redacted]

January 13, 2016
[redacted],
Operations Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
Re: [redacted]
Complaint ID: [redacted]
2015 [redacted] (the “Vehic**”),
VIN:[redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated January 8, 2016 regarding
the Vehic** purchased from the CarMax store located in Laurel, Maryland (“CarMax”)
on or about February 25, 2015.
In his complaint, Mr. ** describes concerns regarding scratches on
the Vehic** that appear after being washed at CarMax, and requests that CarMax
reimburse him for touch-up work, as previously offered.
CarMax’s records indicate that the service department agreed to
reimburse Mr. ** for the buffing expense around March or April, 2015. As of
January 13, 2016, CarMax had not yet received documentation of Mr. **’s
expenses to process his refund. CarMax’s records indicate Service Operations
Manager Gary C. connected with Mr. ** on the phone on or about January 14,
2016. Notes from this conversation state that Mr. ** was encouraged to email
his receipts to allow CarMax to comp**te his reimbursement.
CarMax appreciates the opportunity to respond to this complaint.
P**ase contact me at (800)519-1511, extension [redacted],
with any questions you may have.
Sincerely,
Kristina [redacted]
Analyst, Customer Relations

I did show up at carmax the date of my appointment and show and Matt and Darnell was also there when I came in and me Matt and Darnell took a test drive and also heard the noise and show as check it out as well and the money I paid was out of pocket cause Darnell said CNA said I breach my contract so I do want a refund for all the times I came in for my van making noise all the times I came out of pocket for the problem that Carmax kept saying it was fix seems like this is turning into a civil matter. Look at my history how many times have I been in for the same problem can you provide Revdex.com with them documents.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]

August 27, 2015
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: [redacted]
Complaint ID
[redacted] (the “Vehicle”), VIN: [redacted]
 
Dear Mrs. [redacted]:
 
I am writing
you in response to your letter dated August 11, 2015, wherein you forwarded a
complaint from [redacted].
 
CarMax’s records indicate that we have been in
communication with Mr. and Mrs. [redacted] regarding this matter, and have addressed
their concerns.  Mr. and Mrs. [redacted] were
satisfied with CarMax’s resolution.
 
CarMax appreciates the opportunity to respond,
and considers this complaint closed.
 
Please contact me at [redacted] extension [redacted] with any
questions you may have.
 
Sincerely,
 
[redacted]
Analyst, Executive Response Team

June 7, 2016
 
[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
 
Re: [redacted]
Complaint ID: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated May 25, 2016 regarding
the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)
on or about May 17, 2016.
 
In his complaint, Mr. [redacted] describes concerns with the
Vehicle’s alignment, including tie rod and rack and pinion components. He
requests that CarMax reimburse him the $154.05 he paid for diagnostic testing
and coordinate repairs at a [redacted] authorized service center.
 
Company records state that repairs on the Vehicle started at
CarMax on or about May 25, 2015 to address Mr. [redacted]’s concerns. CarMax completed
the necessary repairs on the Vehicle at no cost to Mr. [redacted], with the
appropriate OEM components. Service notes list that Mr. [redacted] was informed
that the repairs were complete on or about June 8, 2016, and that his vehicle
was ready for him to pick up. Company records indicate that it was communicated
to Mr. [redacted] that the repairs would not impact the Vehicle’s manufacturer
warranty.
 
CarMax will reimburse Mr. [redacted] the diagnostic charge of
$154.05, and will begin processing that as soon as he submits a copy of his
invoice to the service department. The reimbursement process takes
approximately ten to fifteen days. Mr. [redacted] is encouraged to call the CarMax
service center at [redacted] for any questions related to his recent
concerns.
 
 
 
CarMax appreciates the opportunity to respond to this complaint.
 
Please contact me at [redacted], extension [redacted],
with any questions you may have.
 
Sincerely,
 
Kristina S[redacted]

August 23, 2016[redacted] Re: [redacted]Complaint
ID [redacted] I am writing in response to your
letter dated August 7, 2016, regarding the Vehicle purchased from the CarMax
store located in...

[redacted] (“CarMax”) on or about May 21, 2016.  Ms. [redacted] states that there were several
concerns with her Vehicle during the 30-Day Limited Warranty (in which CarMax
repaired), and is now requesting that CarMax repair any new concerns with the
Vehicle at no cost to her.CarMax’s records indicate that the
Vehicle was brought in for service on or about May 27, 2016, June 6, 2016 and
June 20, 2016, for several concerns (not to include a check engine light
concern).  On each occasion, CarMax
diagnosed the Vehicle and made the necessary repairs – all under the terms of their
30-Day Limited Warranty.Based on the above, in addition to
Ms. [redacted]’ election not to purchase an Extended Service Plan at the time of sale,
CarMax is declining the settlement as set forth in the complaint.  However, if Ms. [redacted] would like for
CarMax to diagnose and repair any new concerns with the Vehicle at their
standard rate, she may contact the CarMax nearest her to schedule a service
appointment.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,Nekia [redacted]
Analyst, Executive Response Team

Thank you for forwarding the complaint
dated September 7, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] (“CarMax”) on or about August 12,...

2017.
In the
complaint, Mr. [redacted] describes communication with CarMax regarding his financial
institution’s decision to not fund the loan for the Vehicle. Mr. [redacted]
expresses frustration with both the need to visit CarMax to sign return
paperwork for the Vehicle, as well as CarMax’s method for issuing the down
payment refund. He requests that CarMax take return of the Vehicle and issue his down payment refund.
Business
records indicate that CarMax made regular attempts to reach Mr. [redacted] after receiving the decision from his lienholder to not fund his loan for the Vehicle. After being unable to reach Mr. [redacted], CarMax
established communication with one of Mr. [redacted]’s family members (per the
contact information provided by Mr. [redacted] on his purchase paperwork), who
stated that Mr. [redacted] was unavailable. To coordinate the return of the
Vehicle, the appropriate paperwork was sent to CarMax [redacted], as requested by Mr. [redacted]
and his family member. Mr. [redacted] then visited CarMax [redacted] to sign the
Vehicle return paperwork on or about September 9, 2017, and Mr. [redacted]’s
family member returned the Vehicle to CarMax [redacted] on or about September 11,
2017. As Mr. [redacted] was the only individual listed on the Vehicle’s loan, it was explained to Mr. [redacted]’s family member that copies of the paperwork, as well as the down payment refund
check, would be mailed directly to Mr. [redacted] at the address that he provided at the time of purchase.
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed.
Sincerely,
Kristina R[redacted]
Analyst, Executive Response Team

January 29th,
2016
[redacted], Operations Supervisor
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted] (VIN:
[redacted] the “Vehicle”)
2012 [redacted]
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 Southlake, GA (“CarMax”) on August 26th,
2015. In his complaint, Mr. [redacted] requested a refund on depreciated value of
the Vehicle based on Mr. [redacted]’s belief that the Vehicle was previously
involved in an accident.
            At the time of purchase, CarMax
provided Mr. [redacted] with a vehicle history report for the Vehicle. There were
no accidents listed at that time. CarMax inspected the Vehicle with Mr.
[redacted] in approximately the beginning of January 2016. CarMax found no
evidence of any accident damage on the Vehicle. Additionally, CarMax reviewed
multiple vehicle history reports with Mr. [redacted] and found no accidents listed.
There was also no frame or flood damage present on the Vehicle, which CarMax
guarantees at the time of sale.
            CarMax explained to Mr. [redacted]
there has been no depreciation on the value of the Vehicle outside of routine
usage.
            CarMax will not be offering any
refund for lost value which Mr. [redacted] references. In the event Mr. [redacted]
would like to sell the Vehicle, CarMax would be happy to complete an appraisal.
In
the event Mr. [redacted] has any questions about this, he may contact me at
1-800-519-1511, ext. [redacted]
            Thank you for providing CarMax the
opportunity to respond to this matter.
Sincerely,
Curt
[redacted]
Analyst,
CarMax Customer Relations

September 24, 2015
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: [redacted]
Complaint ID [redacted]
[redacted]
 
Dear Mrs. [redacted]:
 
I am writing
in response to your letter dated July 6, 2015, wherein you forwarded a
complaint from Mr. [redacted].  Mr.
[redacted] requested that CarMax allow him to return the Vehicle.
 
CarMax has been in communication with Mr. [redacted] to address the Vehicle’s concerns and has
scheduled an appointment for him to bring the Vehicle in for service on or
about September 28, 2015.  CarMax is
declining the settlement as set forth in the complaint, but has offered to
diagnose the Vehicle at no cost and to assist with the cost of the parts
needed for repairs as a gesture of customer service.
 
CarMax appreciates the opportunity to respond
to this complaint.
 
Please contact me at [redacted] extension [redacted] with any
questions you may have.
 
Sincerely,
 
[redacted]
Analyst, Executive Response Team

Thank you for forwarding the complaint
dated November 1, 2017, regarding the Vehicle Mr. [redacted] had on hold at the
CarMax located in [redacted] (“CarMax”). In the complaint, Mr. [redacted] states
that he placed a...

hold on the Vehicle in order to complete his own research
about the Vehicle prior to purchase. He stated that he requested an extension
on this hold which was not completed, during which time a transfer was
initiated for another customer.
According to CarMax records, Mr. [redacted]
previously spoke with both a manager at the [redacted] location, and a member of
CarMax’s Customer Relations team re**rding this complaint. In an effort to be
transparent with Mr. [redacted], CarMax shared with that systems did not reflect his
request to extend the transfer, causing the Vehicle to become available to
other customers. As a result of this error, another customer initiated a
transfer of the Vehicle to a different CarMax location and has since purchased
the Vehicle.  
 
While CarMax is unable to sell the
Vehicle to Mr. [redacted], CarMax would like the opportunity to continue working with
him re**rding his search. CarMax has made attempts to find a similar vehicle
which meets Mr. [redacted]’s wants and needs, but CarMax has been unable to locate a
vehicle with the rare features Mr. [redacted] desires. If Mr. [redacted] would be willing
to continue working with CarMax, CarMax can arrange for him to be alerted if a
similar vehicle becomes available in CarMax’s nationwide inventory. CarMax
encourages Mr. [redacted] to contact CarMax [redacted] at [redacted] to arrange
the alert.
Sincerely,
Emilee S[redacted]
Analyst, Executive Response Team

July 19th, 2016[redacted]RE: [redacted]            Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding his attempt to purchase the Vehicle from CarMax...

of [redacted], ** (“CarMax”). In his complaint, Mr. [redacted] requested reimbursement of the $[redacted] transfer fee that he paid CarMax charged for the Vehicle transfer.            CarMax initiated the transfer of the Vehicle from Tinley Park, IL to [redacted], OR on approximately June 11th, 2016. The Vehicle arrived well within the 28-day time period communicated to Mr. [redacted]. At the time the Vehicle arrived, CarMax completed an appraisal on a vehicle Mr. [redacted] wished to trade in for the Vehicle. A competitive offer was made however Mr. [redacted] declined CarMax’s offer.             CarMax will not be participating in Mr. [redacted] requested settlement as the transfer fee is a non-refundable charge used for the transport of the Vehicle to a location more convenient for Mr. [redacted]. Additionally, CarMax does not make or guarantee the amount of any appraisal offer over the telephone.If Mr. [redacted] has any questions about this offer, he 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]

June 1, 2017 
RE: [redacted] (the “Vehicle”) 
Thank you for forwarding the complaint received in your
office from [redacted] regarding the Vehicle purchased from the CarMax
in Madison, TN (“CarMax”) on October 23,...

2015. 
In the complaint, Mrs. [redacted] expresses frustration with continuing mechanical
concerns related to her spark plugs and seeks assistance from CarMax. 
On or about May 16, 2017, Mrs. [redacted] called CarMax Customer
Relations regarding continued mechanical concerns with the Vehicle.  Since that time, CarMax management has been
actively working with Mrs. [redacted] to address her concerns.
Since then, both CarMax and [redacted] have made repairs to the
Vehicle, but as of June 2, 2017 it is CarMax’s understanding that Mrs. [redacted]
is interested in purchasing a different vehicle. CarMax is assisting her with
that process and appreciates the opportunity to
respond to this complaint.  Please
contact me at [redacted], extension [redacted], with any questions you may have.
Sincerely,
Cristen Pal[redacted]
CarMax Customer Relations

July 7th,
2016
[redacted] 
[redacted]
[redacted]
            Thank you for forwarding the
complaint received in your office from Mr. [redacted]...

regarding his purchase of the
Vehicle from CarMax of [redacted], ** (“CarMax”) on December 30th,
2014. At
the time of purchase, Mr. [redacted] elected to purchase a MaxCare Extended Service
Plan (“ESP”) for a term of 60 months, or until the Vehicle exceeded 100,000
miles, with a deductible of $**.00.   In
his complaint, Mr. [redacted] requested that CarMax refund the full amount of the ESP
purchased at the time of sale.
            CarMax was aware of Mr. [redacted] concerns prior to
receiving this complaint and has spoken with Mr. [redacted] regarding this request
on multiple occasions. Mr. [redacted] requested a full reimbursement of the ESP due
to the Vehicle’s odometer reading still being within the parameters of a [redacted]
manufacturer warranty at the time of his purchase. Mr. [redacted] suggested that
this would be considered a “double warranty” on the Vehicle and that the ESP
would not be necessary. CarMax informed Mr. [redacted] that the ESP covers similar
terms as a manufacturer warranty, but also includes additional benefits and
coverage terms which may not be covered under the terms of the Vehicle’s
manufacturer warranty.
            Mr. [redacted] cancelled the ESP on approximately February 2nd,
2016, and received a pro-rated amount for the remaining coverage on the ESP,
per the terms of his contract. CarMax refunded Mr. [redacted] $[redacted].** for the
coverage period remaining for the ESP on this date.
            Based on the above, CarMax will not be participating in the
additional refund of $[redacted].** that Mr. [redacted] requests. If Mr. [redacted] has any
further questions, he may contact me at [redacted] extension [redacted].
Thank you for providing
CarMax the opportunity to respond to this matter.
Sincerely,
Curt
D[redacted]
[redacted]

January
15, 2016
[redacted], Operations Supervisor
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: [redacted]
VIN: [redacted] 2012 [redacted]
[redacted] (the “Vehicle”)
Dear Mrs.
[redacted],
            Thank...

you for forwarding the
complaint received in your office from [redacted] about the Vehicle she
purchased from CarMax of Laurel, MD (“CarMax”) on February 13, 2015.  In her complaint, Miss [redacted] stated the Vehicle
cannot be properly aligned due to a prior accident.  Miss [redacted] is requesting that CarMax either
repair the Vehicle or replace it with a like vehicle.
            On January 12, 2016 CarMax inspected
the Vehicle.  CarMax has decided to buy back
the Vehicle and assist Miss [redacted] in finding a new vehicle.  As of January 14, 2016 CarMax has transferred
two vehicles at no charge for Miss [redacted].
            If Miss [redacted] has any further
questions she may contact me at 1-800-519-1511 ext. [redacted]
           
Sincerely,
Jennifer
[redacted]
Analyst,
CarMax Customer Relations

November 4, 2015[redacted]                              720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted]...

[redacted]Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]Dear Ms. [redacted]:                                  �...⇄ Thank you for forwarding the complaint dated October 22, 2015 regarding
the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”)
on or about October 18, 2015.CarMax’s records indicate that the [redacted] location’s service
team contacted Mrs. [redacted] on or about October 23, 2015 to extend an offer to
replace two of the Vehicle’s tires at no cost to her.  CarMax will not be participating in
reimbursement for Mrs. [redacted] time and gas, as requested.     CarMax appreciates the opportunity to respond to this complaint.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.
The CarMax customer relations analyst, [redacted] who responded to my complaint is for one reason or another, lying.  CarMax has not attempted to reach me regarding this matter except for the initial call that was made to me by the Hartford Ct CarMax manager who was named Charlene.  I know that they did not try to reach me because they called me on Monday, 8/24/15 to confirm my mailing address so that they could overnight me my NY license plates and NY registration and they had no problem contacting me at that time.  I am satisfied with the outcome as I have now received my NY license plates and registration but I am livid that 1) they claim to have offered me some type of financial reimbursement for their error because they did not and 2) that somehow they would expect consumers to disregard a legally binding contract when I know that they would never do that if I made the error.  Having said that,  I will now be filing a complaint with the consumer protection agency with the hopes that such a large corporation as CarMax will find a better solution to this problem if it is an ongoing issue.  Thank You for your help in this matter.  The matter has been resolved. 
Regards,
[redacted]