Bastian Roofing, Inc.

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

23236
Re: Mr. [redacted]
Complaint ID: [redacted]
2006 [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated April 4, 2016 regarding
the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”)
on or about September 22, 2015.
In his complaint, Mr. [redacted] describes concerns regarding the
Vehicle’s wheel bearings and requests that CarMax reimburse him the expense for
those repairs.
CarMax’s records indicate that the service department connected
with Mr. [redacted] regarding obtaining his receipt on or about April 5, 2016.
Records state that processing of this refund was completed soon thereafter and reimbursement
check number [redacted] was sent to Mr. [redacted] on or about April 13, 2016.
Should Mr. [redacted] have any issues receiving that reimbursement,
he is encouraged to reconnect with the CarMax Irvine location by calling 949-341-0801.
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

August 10, 2015
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
[redacted]
[redacted] (“the Vehicle”)
Dear Mrs. [redacted],
            Thank
you for forwarding the additional complaint received in your office from Ms. [redacted] regarding her purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on
September 28th, 2013.
In her reply, Ms. [redacted] reiterated her service concerns with the Vehicle. Ms. [redacted] again requested a refund
of all the money she invested since her purchase of the Vehicle.
As was previously stated,
the extended service plan that Ms. [redacted] purchased covered each of her. In an
effort of customer service, CarMax repeatedly paid Ms. [redacted] $250.00 deductible.
Ms. [redacted] received alternate transportation while having her concerns
addressed on each occasion.
CarMax will gladly
address any further service concerns that Ms. [redacted] may have with the Vehicle.
In the event that Ms. [redacted] would like to sell the Vehicle, CarMax would be
happy to offer an appraisal. CarMax will not be authorizing a return or
exchange of the Vehicle as she is outside of any return period that CarMax
offers.
            If
Ms. [redacted] has any further questions on the Vehicle or her service concerns,
she may contact me directly at [redacted], ext. [redacted].
            Thank
you kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]
[redacted]

Ms. R[redacted] claims that “the report was presented to Ms. Moore on March 23, 2015, during the sales process, and indicates an accident reported on AutoCheck for the Vehicle, listed as having taken place on March 1, 2009.” This would have been odd as that I did not purchase the vehicle or even have a “sales process” until March 26, 2015.

March 22,
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 Yousuf [redacted] regarding the Vehicle
purchased from CarMax of Duarte, CA (“CarMax”) on July 13, 2015.  In his complaint, Mr. [redacted] states that the
Vehicle had previous body work which caused the Vehicle to depreciate by 20%.  Mr. [redacted] requests that CarMax reimburse him
20% of the Vehicle’s purchase price.
            CarMax guarantees that a vehicle is
free of flood and frame damage.  CarMax
does not guarantee that a vehicle is accident free, or free of previous body
work. CarMax professionally reconditions each vehicle and prices it according
to market value, including any reconditioning factors.  Therefore we decline Mr. [redacted]’s request to
reimburse him 20% of the purchase price.
            If Mr. [redacted] has any additional
questions, or would like to discuss this concern further, he may contact me at
1-800-519-1511 ext. [redacted].
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

February 23, 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 February 16, 2016 regarding
the Vehicle purchased from the CarMax store located in Sanford, Florida (“CarMax”)
on or about January 30, 2016.
In his complaint, Mr. [redacted] describes concerns with the
Vehicle’s check engine light, passenger side sun visor, and engine coolant
light. Mr. [redacted] requests that the 30-day limited warranty for the Vehicle
be reinstated and the OnStar trial reset for the full 3 months.
CarMax is working to address the mechanical concerns on the Vehicle
as quickly as possible. According to CarMax’s records, CarMax experienced
difficulty in sourcing the parts necessary to complete the repair. The service
department has been in regular communication with Mr. [redacted] during this
time. CarMax previously offered an extension to the 5-day Money-Back Guarantee due
to the delays with the repair. CarMax’s records indicate that Mr. [redacted]
elected to keep the Vehicle and will be returning to the service department for
additional repairs as soon as the sun visor clip arrives. Per Mr. [redacted]’s
request, the 30-day limited warranty will be extended to reflect time the
Vehicle was at the service center.
If Mr. [redacted] elects to purchase a subscription to OnStar
services, CarMax will reimburse the cost of one month of service. To receive
this reimbursement, Mr. [redacted] will need to submit a receipt for the expense
to the CarMax service department.
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 [redacted]
Analyst, Executive Response Team

Please find that within the 5 day option of returning the car I brought the car in and was given a rental (model: charger) in October prior to Dec. repairs and I was assured that everything was fixed (thermostat, tire pressure sensor, and sidings) so that I would not return the vehicle. This is the...

big issue... After the last repair in Dec. CARMAX Service department refused to return my call; Ernesto who was actually helping at first refused my calls and therefore I had my repairs done at the nearest Dealer.

Thank you for forwarding the complaint dated March 31, 2018 regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about March 10, 2018. In this complaint, Mr. [redacted] states he was informed the Vehicle included a quick charge package prior to purchase, but found...

out after purchasing the Vehicle this was not the case. He requests that CarMax fully cover the cost of his quick charge upgrade. Mr. [redacted] visited CarMax on March 25, 2018, and stated that he had just discovered there was not a quick charger on the vehicle. At that time he had the opportunity to speak to a [redacted] location manager, who reviewed records from the walk around prior to purchase, and found that there was no noted inquiry about the charger. The following day, location management reviewed sales paperwork, the online listings, and the physical vehicle sticker. None indicated a quick charge option. After completing this research CarMax management called Mr. [redacted] to inform him of their findings, and explore ways to assist in the installation of this upgrade in an affordable way. Mr. [redacted] shared that the call was being recorded, and advised our management that he did not want to incur any out of pocket expenses and intended to pursue legal action. Due to the information provided to Mr. [redacted] at the point of sale clearly outlining the options on his vehicle, CarMax declines to pay for the requested upgrade to the Vehicle charger functionality. CarMax appreciates the opportunity to respond to this complaint, and considers this matter closed.   Sincerely, Michael O[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.
This is a typical corporate response.  The facts and the timeline in Carmax's email are not true and are misrepresenting of any and all correspondence we had with the them.  They are once again putting the consumer at fault and not taking responsibility for their actions.   Carmax may have policies as a company, but they have associates that do not follow these policies.  I expected this response from Carmax after serving 30 years in the corporate world.  I do not want any further contact from Carmax on the matter.  All the facts are on the phone conversations, that may or may not have been recorded by them, because we never received anything in writing, even though we requested this on several occasions.  
Regards,
[redacted]   [redacted]

Thank you for forwarding the...

complaint
dated December 5, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] (“CarMax”) on or about October 21, 2017.
In the complaint, Mrs. [redacted] describes concerns with the mechanical
quality of the Vehicle, as well as a $[redacted] fee that she incurred through her
bank after depositing a refund check from CarMax. Mrs. [redacted] requests that
CarMax issue her a refund for this fee.
 
Business records indicate that Mrs. [redacted]
and her family elected to return the Vehicle within CarMax’s 5-Day Money-Back
Guarantee period. Following this return, CarMax issued a refund for down
payment provided by Mrs. [redacted]’s family at the time of sale. After
receiving communication from Mrs. [redacted] regarding the fee, CarMax began
processing her refund. CarMax’s records indicate that the check was issued for Mrs.
[redacted] on or about December 6, 2017. A member of CarMax’s store management
team called Mrs. [redacted] on or about December 11, 2017, at which time Mrs. [redacted]
confirmed that she had received the $[redacted] refund check.
 
A Sales Manager had previously offered
to continue helping with the search for another vehicle for Mrs. [redacted] and
her family, which she declined. Should Mrs. [redacted] change her mind
regarding this, she is encouraged to call the [redacted] location at [redacted],
to allow CarMax to best assist.
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed.
Sincerely,
Kristina R[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.
The issue is I was NEVER shown the Vehicle History Report that Carmax claims to have shown me. It was NEVER shown to me, nor is it in my paperwork. The fact they are saying they did, is calling me a liar. Their story does not line up. If I had been shown this I would not have purchased the vehicle, and they knew this because we asked several times if it had been in an accident. Plus, I have requested this piece of paper / Vehicle Report emailed to me. I have been told by the sales supervisor and CarMax main office that I would be emailed this. Nope, nothing has happened, which seems fraudulent. I would like this email to me as proof. It should show the March 23, 2015 date to prove it was shown to me. At this point, I am going to file this with the state attorney general for both California and the main office in Virginia. After this I will see about legal proceedings. 
Regards,
[redacted]Ms. [redacted] claims that “the report was presented to Ms. [redacted] on March 23, 2015, during the sales process, and indicates an accident reported on AutoCheck for the Vehicle, listed as having taken place on March 1, 2009.” This would have been odd as that I did not purchase the vehicle or even have a “sales process” until March 26, 2015.

May 12, 2015
 
[redacted]Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MR. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mr. [redacted] regarding the [redacted]...

[redacted], [redacted] (“Vehicle 1”) that was purchased on or about March 24, 2015 from
the CarMax store located in Franklin, Tennessee (“CarMax”).  The complaint also references the [redacted]
[redacted], [redacted] (“Vehicle 2”) that Mr. Warner exchanged Vehicle 1 for
on or about April 28, 2015, at the same CarMax location.  In this complaint, Mr. Warner is requesting to
exchange Vehicle 2 for a [redacted] with low mileage at the same sales
price and monthly payment.
As stated in the complaint, there were mechanical concerns
that needed to be addressed with both vehicles after purchase.  These repairs were all completed under the 30
day Warranty and Mr. [redacted] was provided with a loaner vehicle during the
repair process. 
In the interest of customer service CarMax accepted a return
of Vehicle 1 outside of the 5 day return policy.  CarMax is not aware of any outstanding mechanical
concerns with Vehicle 2.  However, the 30
day warranty is still in effect until May 28, 2015.  CarMax would be happy to extend an appraisal
for Vehicle 2 should Mr. [redacted] wish to sell.
CarMax is declining the settlement request as set forth in
the complaint.
CarMax appreciates the opportunity to respond to this
complaint. 
 
Please call me at [redacted], if you
have any questions.
 
Sincerely,
 
 
[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.
I have text messages with the sales rep that sold me the car I have proof that I have communicated this is why I kept everything by text. I will end up taking Carnax to court for all the lies and putting my family in harm  this is last opportunity before I proceed to court if you want txt proofs I have those also 
Regards,
[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]
AFTER CAREFULLY REVIEWING THE DOCUMENT OF MR. [redacted] AND THE RECORDING OF THE PHONE CALLS BETWEEN MR.[redacted] AND CARMAX, THERE SEEN TO A MISUNDERSTANDING WITH CARMAX AS THEY HAVE REPLY THAT MR. [redacted] AGREED TO TAKE THE  FIVE HUNDRED DOLLAR CHECK AS OF  JULY THE 1ST  2015 MR. [redacted] DID IN FACT SPOKE WITH  [redacted] ON A RECORDED LINE AND DID ADVISE HIM THAT HE DIDN'T WANT THE CHECK AND THAT HE DIDN'T AGREED TO ANYTHING AS MR. EARL HORN DID IN FACT CALL MR. [redacted] ON 06/24/2015 AT 9AM THAT MORNING TO ADVISE HIM THAT HE WILL BE CALLING HIM BACK AT 1PM THAT AFTERNOON AND DID NOT RETURN THE CALL TO MR.[redacted] UNTIL 2PM, AS  THEY WAS ON A RECORDED LINE AS WELL, MR. EARL HORN  DID STATED TO MR. [redacted] THAT DIDN'T HAVE TO BRING THE CAR BACK IN TO THE JACKSONVILLE LOCATION. SO CARMAX HAS NOT BEEN UP FRONT ON ANYTHING THEY BEEN SAY AS THE CAR VALUE HAS BEEN OVER PRICE AND AS WELL THE ADVERTISEMENT OF THE ENGINE CARMAX IS TRYING TO PLACE MR.[redacted] AT RISK OF NOT BEING ABLE TO HAVE ANOTHER CAR REFINANCE AND WOULD REQUIRED ANOTHER CREDIT CHECK THAT WILL HURT MR.[redacted] CREDIT AND THEY HAVE DONE SO FAR..CARMAX HAS ALSO PAID TAXES ON THIS SAME CAR THAT ONLY VALUE AT 17,100 ON THE SAME DAY OF MR.[redacted] BUYING THE CAR AS MR.[redacted] HAS INFORM THEM OF THIS TOO WITH VIA TEXT MESSAGES TO THE SALES PERSON WHO HELP MR.[redacted]  TO BUY THE CAR... ENGINE AS WELL CAR PRICE 11000 IN PRICE CHANGE.. MR. REQUESTED THAT CARMAX PAY THE REASONABLE MOUNT OF 10,000 THE ENGINE IS 6000 AND THE CAR PRICE IS 5,000 THEIR WAS A 5,000 MARKUP ON THIS CAR...!  THANK YOU... ?

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 would like to add to our case against CarMax in King of Prussia.  We received a notice saying we did not respond in a timely matter and the case was considered closed - we would like it to remain open. As stated in the response from CarMax - we were given two options and we declined the appraisal.  This is not true - we did have the car appraised while it was still in need of a repair and CarMax told us we would have $8000 in negative equity which basically made it impossible for us to proceed in any other way - we had to have the engine repaired. It took CarMax 30+ days to get the car back to us once we agreed to the engine repair.  We made at least one car payment in that time for a car we did not have in our possession.  We now have the car back.  The air conditioner is still not working properly (this has been a complaint of ours since we purchased the vehicle in September).  In addition, there is a live wire that rests at the driver's feet for no apparent reason - we have asked CarMax to look into this and all they do is tuck it under the foot mat.  We have now put electrical tape on it as a precaution. We want to get out of this vehicle.  We went back to CarMax to have the car re-appraised this week.  CarMax now says the car is worth $17500 - which means we still have a negative equity of $3200.  We do not have $3200 to simply wipe that first loan away, so, we are forced to roll that into our next loan.  We have a strict budget and we cannot afford more than what we are paying on a monthly basis to CarMax finance for the Aspen ($381/mo).  This means we can only look at cars that are older with more mileage OR cars that are smaller with less features. We are not happy with either option.  We bought the Aspen because of the size and features.  We sometimes transport my 65 year old mother-in-law and 89 year old grandmother-in-law who both require wheelchairs - we need a vehicle that fits 7 AND still has room for storage.  We feel like CarMax will be getting money out of us 2 times with the offer that is currently on the table.  They will make money off the first sale of the Aspen to us, they will make money off the resale of the Aspen to whoever comes in and buys it after we trade it in and they will make money off the sale of a new car to us.  Something doesn't seem right here. Additionally, we did pay for half of the engine repair, we also paid to have the car inspected and new brakes were installed at that time.  We have been on time with all of our monthly car payments to CarMax finance.  We really want and need that negative equity not to be an issue!  We feel we should be able to get into a car of equal value to what we purchased in September (in size, price and features) for the same cost to us. We want this case to remain open.  Please let us know if that is possible. Thank you, [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 have called and emailed Carmax and provided them the information they have requested numerous times. To this date they have failed to respond. I have provided proof that there salesperson Z texted me approval from the bank and have a witness [redacted] that was also in the office. Hello, Please forward this to [redacted] at [redacted] ext. [redacted] Director of Finance again. I have been trying to reach [redacted] and my sales person Z for the last four days. I am currently under doctors care and it is hard for me to get to the phone. The toll free number you listed in my application is incorrect.As I explained when I purchased the car on Sunday that we are subcontractors under [redacted] security. So they would not have our employees information. I tried to give you the correct number and you said what you had was okay.I do have witnesses in regards to this matter. Please put the correct information in for employment verification.Phone: [redacted]Fax: [redacted]Also, you may contact him via email at [redacted] for verification. We are contracted under [redacted] security.I am requesting they find financing as guaranteed as texted to me or Arbitration on this matter asap.[redacted]
Regards,
[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.From what I understand it seems that [redacted] found nothing wrong with my car.  I still cannot understand how a [redacted] certified car would have an issue just 2 months after being purchased. What surprises me that you say there is nothing mechanically wrong with it. If you believe that clunking sound in the right wheel is normal then I suggest [redacted] lets me trade in the car for the same make/year/model that doesn't have that sound.  Also, would you be able to provide me with Steps that were taken to identify the source of the sound?
Regards,
[redacted]

June 2,
2016
[redacted]
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: [redacted]
VIN: [redacted]
Dear Mrs.
[redacted],
Thank you
for forwarding the complaint received in your office from Eric [redacted]...

regarding
the Vehicle purchased from CarMax of [redacted] (“CarMax”) on April 13, 2016.
In the complaint, Mr. [redacted] states that a [redacted] dealership recommended the
Vehicle’s front brakes be replaced. Mr. [redacted] also mentions a concern with the
one of the Vehicle’s tires.
CarMax
wants Mr. [redacted] to be comfortable and confident in the Vehicle he purchased,
and has replaced the Vehicle’s front brakes. 
CarMax management has also been in contact with Mr. [redacted] in regards to
assisting with the cost of a tire replacement.
CarMax
appreciates the opportunity to respond to this complaint.  If you have any additional questions or would
like to discuss this concern further, please contact me at [redacted] ext.
[redacted].
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

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

23236
Re: [redacted]
Complaint ID: [redacted]
2012 [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated January 13, 2016 regarding
the Vehicle purchased from the CarMax store located in Stockbridge, Georgia (“CarMax”)
on or about October 14, 2015.
In his complaint Mr. [redacted] describes concerns relating to
inoperable speakers and unevenly worn tires, and requests that CarMax replace
the rear speakers and front tires.
CarMax’s records indicate that the service department looked into
Mr. [redacted]’s speaker concern during visits on or about November 11, 2015 and
December 17, 2015. The service department was unable to duplicate this issue on
either visit, and found the speakers operating as designed. CarMax’s records
indicate that the service department inspected the tires again at the most
recent appointment, and determined that the tread depth was still above the
minimum required by the State of Georgia and did not show signs of abnormal
wear.
While CarMax declines to replace the front tires as requested, CarMax
offers Mr. [redacted] the option to purchase tires at the discounted rate of
wholesale cost, should he wish to do so. CarMax encourages Mr. [redacted] to continue
working with the CarMax service department to diagnose the speaker concern. If
the speaker concern is duplicated at our service center, CarMax will assist
with necessary speaker system repairs. Mr. [redacted] is encouraged to contact
the Southlake service department directly at 770-506-8484, option 4, should he
wish to proceed with the options of assistance.  
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

November 16, 2015
[redacted],
Operations Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia...

23236
Re: Tchernavia [redacted]
Complaint ID: [redacted]
[redacted] (the “Vehicle”), VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated November 3, 2015 regarding
the Vehicle purchased from the CarMax store located in Pineville, North
Carolina (“CarMax”) on or about September 26, 2015.
In this complaint, Mrs. [redacted] cites issues with vehicle
alignment and tire wear, and requests that CarMax replace the tires at no cost
to her.  CarMax’s records indicate that
an alignment on Mrs. [redacted]’s Vehicle was completed on or about November
6, 2015 to resolve her alignment concern. 
Service records indicate the Vehicle’s tire tread measured above both CarMax
and North Carolina state safety standards. 
As a gesture of goodwill, CarMax offered Mrs. [redacted] the option to replace
the Vehicle’s tires at wholesale cost. 
CarMax’s records indicate that this offer was extended to Mrs.
[redacted] on or about November 13, 2015. 
Should she wish to pursue replacement of the tires, Mrs. [redacted] is
welcome to contact the service department at CarMax directly.
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, 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]
While I do not feel this adequately addresses our complaint, I do not expect any further action or reply from CarMax. We are now into October and they still have the car. Yes, they provided a loaner van (which I'm sure has a lower MPG than the car) but it is not the vehicle she bought nor is it the one she wants to drive. We believe the service techs at CarMax were unable to duplicate the experience because they just drove the car around (while running up her mileage I might add) and after nothing happened, concluded that they couldn't find anything wrong. After several weeks, she was finally able to speak to the general manager (after numerous attempts to be connected with him - the sales manager and service manager apparently did not want to get him involved). He was able to duplicate the experience because he at least realized that the issues she was having occurred after driving the car, shutting the engine off, and then trying to start the car again while the engine was hot. They replaced the battery and cables, replaced the mass sensor twice, and now are replacing the fuel pump - with no guaranteed success. We do appreciate the fact that the GM (Eric) is actually listening to her and corroborating her account of the problems, and is making an effort to fix the issues. We feel at the very least, she should be reimbursed for her September car payment as CarMax had the car more than she did. While I appreciate the fact that they repaired the damage to the door, please do not make the statement that this was done "at no charge" as if you did her a favor...the damage happened while the car was in your possession and was certainly not her fault to begin with. I also appreciate the fact that Eric is at least working with her to find a solution but I no longer have any faith in CarMax's ability to find and fix the problem. I purchased a car from CarMax in the past and had a positive experience; however, I feel your customer service and automotive service skills have deteriorated. This has been an incredibly frustrating experience for both of us - and will not be doing business with CarMax in the future nor will I recommend CarMax to anyone I know.