Bastian Roofing, Inc.

June 8th,
2016
[redacted]
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 [redacted] (“CarMax”) on March 2nd, 2016. In
his complaint, Mr. [redacted] states that the tires on the Vehicle are the incorrect
size and type and requests CarMax replace the tires on the Vehicle with the
correct size.
            CarMax
was aware of Mr. [redacted] concerns prior to receiving this complaint. On
approximately March 23rd, 2016, Mr. [redacted] brought the Vehicle to
CarMax with the same concern regarding the tires on the Vehicle.
            CarMax
inspected the tires and noticed that the tires matched the manufacturer’s specifications
for size and type. At that time, CarMax communicated this with Mr. [redacted].
During this inspection, CarMax also completed a tire rotation and found the
tires to meet state inspection standards.
            CarMax
would be happy to replace the tires on the Vehicle per Mr. [redacted] request;
however, that would be at the expense of Mr. [redacted]. If Mr. [redacted] has any
further questions regarding this concern, 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]

January 30,
2017
[redacted] 
RE: [redacted]
[redacted] (“the Vehicle”) 
Thank
you for forwarding the complaint received in your office from Ms. [redacted]
[redacted] regarding the Vehicle and MaxCare extended service plan...

(“ESP”) purchased
from CarMax of [redacted] (“CarMax”) on December 6, 2014. In the complaint,
Ms. [redacted] claims that CarMax misrepresented the ESP and requests a refund for
the purchase price of this plan.
CarMax
provides an optional ESP for purchase along with a vehicle.  The ESP provides added protection for cost of
repairs for mechanical breakdowns. Details about coverage are provided in
writing at the time of sale.  Ms
[redacted] ESP is provided by CarMax and administered by [redacted]  The ESP is accepted at all
CarMax locations, as well as other National Institute for Automotive Service
Excellence certified repair facilities.  When utilizing the ESP, customers may choose
to have repair work completed at a CarMax location or a participating repair
facility of their choice.  Typically, a
repair facility will submit a claim directly to the ESP administrator for
approval, and if the repair is covered, the customer is responsible for paying
only the ESP deductible. CarMax offers a $** discount on ESP deductibles when
repairs are completed at a CarMax location. All of these details are provide in
the MaxCare contract signed by and provided to Ms. [redacted] at the time of sale.
On
or around January 26, 2017, a member of CarMax management attempted to reach
Ms. [redacted] on the phone in regards to her complaint; however, they were not
able to speak with Ms. [redacted] directly and left her a voice message.  While CarMax believes that Ms. [redacted] made
an excellent choice in purchasing an ESP, they would be happy to cancel the
plan and issue a pro-rated refund based on the amount of miles and months left
on the contract.  CarMax would be happy
to answer any questions Ms. [redacted] has about her ESP or provide additional
information about the cancellation process, and encourages Ms. [redacted] to
contact the [redacted] store at [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]
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The documents I have sent to you support each accusation I have made against Carmax. Before all the repairs were done, we took the vehicle to Carmax and they stated that there was nothing wrong with the car on several occasions. The indeed had an oil leak in which Carmax service department had whipped the oil leak off and said that the residue on the car was normal and there was no oil leak. Not including the noise that was coming from the front end of the vehicle. Carmax stated that there was nothing wrong with the car at that time either. With all the repairs that the Dealership had to make, shows that the car was not properly serviced from the very beginning regardless if the matter was taken care of or not. Carmax told us that the car was in demand in our area using [redacted] book value and it was not. The vehicle is indeed [redacted] dollars over priced and the repairs in all was of [redacted] dollars and Carmax did not want to buy the car back full price.

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

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.

August 9th, 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...

Roseville, CA (“CarMax”) on November 27th, 2013. At the time of purchase, Ms. [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of 72 months or until the Vehicle exceeded 150,000 miles with a deductible of $300.00. In her complaint, Ms. [redacted] requested that CarMax refund her the purchase price of the Vehicle and all payments that she has made since her purchase.            Ms. [redacted] towed the Vehicle to CarMax on approximately June 22nd, 2016, with a no-start concern. At that time, CarMax took the Vehicle to a local [redacted] dealer to have a diagnosis completed. [redacted] replaced the inline fuses on the Vehicle to address the concern and then test drove the Vehicle on a daily basis for approximately four weeks to ensure the concern was resolved. The repair completed by the [redacted] dealership was covered under the terms of Ms. [redacted] ESP. In an effort of customer service, CarMax did not charge Ms. [redacted] her deductible charge.            CarMax will not be participating in a return for the Vehicle as the return period that CarMax offers at the time of purchase has expired. In an effort of customer service, CarMax has agreed to honor an appraisal offer for the Vehicle from approximately January of 2016 in the amount of $[redacted].00. CarMax would be happy to address any repair concerns that Ms. [redacted] may have under the terms of her ESP.            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]Analyst, CarMax Customer Relations

Complaint Detail / ProblemComplaint Type:Contract IssuesselectProblem:I returned the car over 2 weeks ago and I was promise a refund. I have not receive it yet. It is almost a [redacted]Location:[redacted]Make:[redacted]Model:[redacted]Owner/Co-Owner?NoTra...⇄ Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:refund to be sent immediately

May 10,
2016
[redacted], Operations Supervisor
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23226
RE: [redacted]
VIN: [redacted] 2012 [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 Norcross, GA (“CarMax”) on April 5, 2016. In her complaint,
Miss [redacted] states that after she purchased the Vehicle, she brought it to
CarMax to have a number of minor repairs completed. 
After
completing repairs on the Vehicle sunroof, alignment, key and mud flap, CarMax
discovered that additional cosmetic repairs were needed on the Vehicle’s
bumper.  On April 22, 2016, CarMax informed
Miss [redacted] of the need for additional repairs.  CarMax committed to completing the additional
repairs the next day.
            CarMax completed repairs on the
bumper on April 23, 2016, and informed Miss [redacted] the Vehicle was
ready for pick up.  Upon reviewing the
repairs, Miss [redacted] expressed that she was not satisfied with the quality of
the repairs.  CarMax wanted Miss [redacted]
to be satisfied with the cosmetic quality of the Vehicle and repairs, and
committed to completing additional cosmetic repairs.
            On approximately May 2, 2016, CarMax
completed the additional cosmetic repairs, and Miss [redacted] picked up the
Vehicle. All repairs on the Vehicle were completed under CarMax’s 30-Day
Limited Warranty at no cost to Miss [redacted]. 
While CarMax declines to provide any additional relief, we appreciate
Miss [redacted]’s business and the opportunity to complete repairs to her
satisfaction.
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

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

August 21, 2015
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
[redacted]
Complaint ID [redacted]
 
Dear Mrs. [redacted]:
 
I am writing
you in response to your letter dated August 4, 2015, wherein you forwarded a
complaint from [redacted].
 
CarMax’s records indicate that Mr. [redacted] was
contacted by CarMax’s Service Manager in [redacted] on or about August 6,
2015.  During that conversation, Mr.
[redacted] mentioned that he had recently taken the Vehicle to the dealership to
diagnose the shutting off concern and was advised that there was a recent
recall on the Vehicle that would resolve his concern.  The dealership completed the recall and
resolved Mr. [redacted] concerns.  Mr. [redacted] was fully satisfied with the repair of the Vehicle and CarMax’s response to his
complaint.
 
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]

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]
I was told by carmax that my car will need a timing change and I feel I only had this car not that long for all of these things to be going wrong on this car. And they had to fix numerous of other things that carmax had to fix as welll I feel all of this shouldn't be going on this fast with this car for example they had to go inside the motor to fix something and had to put new axels ball joints it's so much goong on with this car and why should I have to go through this when they say that all of their car are certified when they really are not and to make worse matter they didnt tell me this car has been in an accident cause I would have never even taken this car!!!!!

May 20, 2016
[redacted],
Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Ms. [redacted]
Complaint ID: [redacted]
2012 [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated May 14, 2016 regarding
the Vehicle purchased from the CarMax store located in Cincinnati, Ohio (“CarMax”)
on or about September 16, 2014.
In her complaint, Ms. [redacted] describes concerns with the Vehicle’s
front windshield leaking water and requests that CarMax assist with the
windshield repair.
A review of CarMax’s records does not indicate any previous
concerns related to the Vehicle’s windshield prior to May 13, 2016, when Ms.
[redacted] contacted a member of CarMax’s Customer Relations Department. Additionally,
CarMax does not guarantee that every component on used vehicles available for
sale is original equipment. CarMax stands behind every vehicle sold with the 125+
point Certified Quality Inspection, 5-Day Money-Back Guarantee, and
30-Day Limited Warranty for customers.
While the Vehicle’s windshield is not currently covered by a
warranty, CarMax is willing to reseal the windshield at a discounted rate.
Should Ms. [redacted] wish to accept this offer of assistance, she is encouraged to
connect with the Cincinnati service department by calling 513-830-8426, option
4.
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

Thank you for forwarding the...

complaint,
dated December 7, 2017, regarding the Vehicle purchased at the CarMax store
located in [redacted] (“CarMax”) on or about September 23, 2017. In
the complaint, [redacted] states that paperwork related to a vehicle
finance application she completed has been lost. As a result of this, she
requests that CarMax provide a complimentary credit monitoring service and
additional financial relief for time spent.
 
CarMax
is aware of Ms. [redacted] concerns and has been working with her
regarding the financing of the Vehicle. According to CarMax records, CarMax
mailed a copy of the Vehicle’s financing contract to the Vehicle’s lienholder
(“[redacted]”) on or around October 12, 2017. CarMax was notified on or around
November 11, 2017 that the contract was not received by [redacted]
requested that CarMax provide another copy of the finance contract, signed by
Ms. [redacted]. CarMax contacted Ms. [redacted] on or around November 17,
2017 to request she come to the store to complete an additional copy of the
finance contract to be sent to [redacted].
 
Ms.
[redacted] returned to CarMax of Roseville on or around December 16, 2017 to
complete the needed paperwork which CarMax then submitted to [redacted] to
finalize the sale. CarMax provided certificates for complimentary vehicle service
work, but is unable to provide additional monetary relief or credit monitoring as
those are not options that CarMax provides.
 
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,
Jennifer L[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.] The overspray paint that I found is proof enough that ycarmax does not inspect their cars as they claim. I also found the exhaust on the driver's side bent and bolted up in a fashion of trying to hide something. The rear tires are dry rotted and lower than the carmax standards of 4/32s. I have taken my car to multiple places and have proof with mileage/vin on my paperwork proving the car was sold to me with below 4/32s. Carmax needs to take care of the rear tires, the paint overspray/incorrectly painted rear bumper, the incorrectly retrofit fixed exhaust.
Regards,
[redacted]

Thank you for forwarding the...

complaint
dated October 30, 2017, regarding the Vehicle purchased from the CarMax store
located in [redacted] (“CarMax”) on or about June 9, 2016. In the complaint,
Mr. [redacted] describes concerns related to the Vehicle stalling, as well as
appointment availability to bring the Vehicle into CarMax for service.  
 
According to CarMax records, Mr.
[redacted] brought the Vehicle in for service on February 27, 2017, during which
time he had put 10,000 miles on the Vehicle. At that time, CarMax was unable to
duplicate the concern.
 
On October 30, 2017, Mr. [redacted]
contacted CarMax and was scheduled for the next available service appointment 8
days later. Due to the urgency of the situation, CarMax offered to have Mr.
[redacted] bring the Vehicle in on October 30, 2017, and CarMax was able to begin
service on the Vehicle sooner than expected on November 1, 2017. During this
service appointment, CarMax replaced the Vehicle’s battery a no cost to Mr.
[redacted] as a one-time gesture of customer service. CarMax also replaced the
Vehicle’s fuel pump which was covered under the terms of the Vehicle’s MaxCare
extended service plan. Repairs were completed and the Vehicle was returned to
Mr. [redacted] on November 3, 2017.
 
CarMax declines the request to replace
the Vehicle as it is outside of CarMax’s 5-day return period. However, if Mr.
[redacted] would like to sell the vehicle, CarMax would be happy to complete an
appraisal and provide a free written offer to buy the Vehicle.  
 
CarMax appreciates the opportunity to
respond to this complaint and to address Mr. [redacted]’ concerns. Please contact
me at ([redacted]) [redacted], extension [redacted], with any questions you may have.
 
Sincerely,
Emilee 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.I reject the proposition, since the unit was functioning well before when it was in service for repair. They should be accountable for their actions, not blaming that for the extended warranty was over. I paid for the repair of the leak power steering, after I found out about the expiration of the warranty.  I never had this kind of issue before, and I have been buying my vehicles from Carmax putting my trust on their honesty and fair dealing. It is so disappointing for me to go through this and especially when the manager was so arrogant in his behavior. 
Regards,
[redacted]

June 18, 2015
 
[redacted]Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: [redacted]
[redacted]
Thank you for forwarding the complaint 10663046 received in
your office from [redacted] regarding...

the 2013 [redacted], (the “Vehicle”) that was purchased on or about March
8, 2014 at the CarMax store located in [redacted] (“CarMax”).  In this complaint [redacted] is
requesting CarMax to pay $2,500.  
At the time of sale, an [redacted] vehicle history report is made
available for all Vehicles that CarMax sells. 
CarMax also has a Clean Title Guarantee which states that every vehicle
we sell has accurate mileage, and not is designated as salvaged or
flood-damaged, or we will buy the vehicle back.
According to our records, on or about June 5, 2015 CarMax gave
[redacted] a written appraisal offer of $22,500.  CarMax did speak to [redacted] about
the offer and the accident history of the Vehicle.  The Vehicle [redacted] report shows a “fleet,
rental and/or lease use record(s)” noted in the title and problem check
section.  [redacted] reports that the
title and problem section checks out completely.  The [redacted] report for the Vehicle shows an
unknown state agency reported a “collision with a parked motor vehicle minor to
moderate damage reported on or about June 14, 3013” in the detailed vehicle
history section.  CarMax inspects
vehicles with an accident that may have been reported to verify that the
vehicle has been repaired properly and professionally.  CarMax does not price or make appraisal offers
based on [redacted] value.   
CarMax is declining the settlement request as set forth in
the complaint.  [redacted] accepted
CarMax’s appraisal offer and sold the Vehicle to CarMax on or about June 5,
2015. 
CarMax appreciates the opportunity to respond to this
complaint. 
Please call me at [redacted], extension [redacted], if you
have any questions.
 
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.
I would like to know when the refund was mailed or will be mailed?
Regards,
[redacted]

May 25, 2017 
RE: [redacted]
[redacted] VIN: [redacted] (the “Vehicle”) 
 
Thank you for forwarding the complaint received in your
office from [redacted] regarding the Vehicle purchased from [redacted] (“CarMax”) on...

July 29, 2016. 
In the complaint, [redacted] states concerns related to the Vehicle’s
brake system and an illuminated check engine light.  [redacted] requests that CarMax purchase the
Vehicle back from him and refund him all monies spent on repairs.
 
On or about August 16, 2016, [redacted] brought the Vehicle
to CarMax for service, stating that the brakes were making a whistling
sound.  While the Vehicle was in for
service, CarMax replaced the brake master cylinder, the ABS control valve
module and serviced the brake system at no cost to [redacted] under the terms
of CarMax’s 30-day warranty.  All repairs
performed at CarMax are covered by a 6-month/6,000-mile warranty. 
 
According to CarMax records, [redacted] called and requested
a service appointment at the CarMax store in [redacted] for May 18, 2017,
stating that the Vehicle’s check engine light was illuminated.  In addition, he cited concerns with the
Vehicle’s parking brake, cruise control, and entertainment system.  [redacted] did not arrive for his scheduled appointment.  Subsequently, a member of the Albuquerque
CarMax service team has spoken to [redacted] in an effort to reschedule his
service appointment.  As of today’s date,
[redacted] has declined any assistance with creating a service appointment.
Because CarMax has not seen the Vehicle since the original
service appointment on or about August 16, 2016, CarMax will not be
participating in [redacted]’s requested settlement.  However, CarMax would welcome the opportunity
to diagnose the Vehicle and encourages [redacted] to reach out to the
[redacted] CarMax service department (or any other CarMax location) at [redacted] option *, to schedule an appointment.
 
CarMax appreciates the opportunity to
respond to this complaint.  Please
contact me at [redacted], extension [redacted], with any questions you may have.
 
Sincerely,
Cristen P[redacted]
CarMax Customer Relations