Bastian Roofing, Inc.

October 14,
*** ***, Operations Supervisor
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
VIN:
*** *** *** *** (“the Vehicle”)
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Ms*** regarding
her purchase of the Vehicle from CarMax of Richmond, VA (“CarMax”) on May 23rd,
At that time, Ms*** also elected to purchase a MaxCare Extended
Service Plan (“ESP”) for a term of months or until the Vehicle exceeded 125,
miles with a deductible of $
In
her complaint, Ms*** referenced service concerns on the Vehicle since her
purchaseCarMax previously completed repairs during the Limited 30-Day
warranty period for the VehicleThese included: resurfacing the front rotors,
replacing the rear rotors to address a braking noise, and an oil change on the
VehicleThese were all completed on February 5th,
Ms
*** brought the Vehicle back to CarMax on February 19th,
for a concern with the brakes locking upAt that time, CarMax inspected the Vehicle
and noticed the Vehicle had been in an impactThe Vehicle suffered damage
which included: a bent tie rod, control arm and strutAt that time, CarMax
suggested a body shop would need to complete an assessment on the Vehicle
These repairs would not be covered under the limited warranty
Ms
*** contacted CarMax again on September 29th, 2015, referencing
a recall released by *** for an engine malfunction on the VehicleCarMax
attempted to contact Ms*** further to discuss thisMs*** has not
responded to attempts to contact her
CarMax
will not participate in any reimbursement to Ms*** for expenses related
to the previous impact damageCarMax would be happy to diagnose any mechanical
repair concerns Ms*** may have under her ESPIf Ms*** has any
further questions, she may contact me directly at *** ext***
Sincerely,
*** ***
Analyst, CarMax Customer Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** ***
No what about all of the other times I have taken in my *** due to noise coming from the tires and they changed my rotors and put on some cheap aftermarket motors and threw my original rotors awayNow I am calling to set up an appointment to get my *** fixed under the warrantythey will not return my calls nor pick up to schedule my appointmentI have left messages and no replyThis is the treatment you get when you contact the Revdex.com

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
CarMax's "offer" to resolve this is riddled with lies and inconsistenciesCarMax called me on February 15, 2016, at 10:50amThe call lasted minutes at which time I was made no offer for a diagnosis of the problemIn fact, the woman I spoke with indicated that while she was going to bring my request for them to pay for a diagnosis to the "senior team" she did not believe they'd offer to cover these costsI was then contacted again on February 16, at 10:05am, with a call that lasted for seconds wherein it was confirmed, that the "senior team" would not offer to cover costs of the diagnosis of the problem, but would do the labor to diagnose the problem "cheaper than the dealer." Evidence of these calls is attached hereinI rejected this response as I do not believe I should be paying for the costs of diagnosisShould CarMax decide to be truthful and practice acceptable customer service practices, I'd be happy to have a diagnosis of the problem performed by the Volkswagen DealerThe costs may be paid directly to the dealer by CarMaxGiven their apparent willingness to be untruthful, even to the Revdex.com, I do not believe it would be in my best interests to trust their diagnostic teamThis company is obviously willing to go to great lengths, including lying to third parties now, to not have to be liable for their misdeeds
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for the response however the information is not completely accurate. I had the vehicle appraised on 12/and the report advised that all the mechanical machinery was working efficientlyOnly days later, my car stopped and I had to get the transmission rebuilt completelyMy mechanic advised that the converter was coming apart and the filter was stopped upHe also advised that there is no way all of these transmissions issues surfaced in the last daysHe advised that the issues should have been caught when I received an appraisalIf your company is unable to purchase the 'lemon' back, I will settle for the repairs and rental car expenses to be covered in the amount of $Because of this issue, I had to take out a loan to pay for the vehicle repairs and rent a car until the repairs were completedI am graciously asking Carmax to pay these expenses because the transmission problem should have been identified days prior while the car was in your possession
Regards,
*** ***

Thank you for forwarding the complaint
dated September 18, 2017, regarding the Vehicle purchased from the CarMax store
located in ***, ** (“CarMax”) on or about April 19, In
the
complaint, Mr*** describes service concerns with the Vehicle and requests that
CarMax bring the vehicle to a *** specialist for further repairs
According to CarMax records, Mr***
brought the Vehicle to CarMax for a service appointment on or around September
18, stating that the Vehicle’s engine was hesitating and that the check
engine light was illuminatedUpon diagnosing the Vehicle, CarMax found that
the engine oil was over filled and recommended completing an oil changeMr
*** declined the oil change and requested to pick up the VehicleAs a
gesture of customer service, CarMax waived all costs associated with diagnosing
the Vehicle
Mr*** purchased an extended
service plan along with the VehicleCarMax offers a $** discount on the plan’s
deductible for work completed at a CarMax service centerIf Mr*** elects
to take the Vehicle to a *** dealership and they diagnose a co**ern which
is covered by the extended service plan, CarMax will reimburse Mr*** the
$** difference in the deductible he would pay at ***Mr*** would need
to provide copies of repair documents and receipts to CarMax, either by
bringing those to the *** location or emailing them to
***@carmax.com
CarMax appreciates the opportunity to
respond to this complaintPlease contact me at (800) 519-1511, extension ***,
with any questions you may have
Sincerely,
Jennifer L***
Analyst, Executive Response Team

">Re: Mr*** ***
Complaint ID: ***
*** ** *** (the
“Vehicle”)
Note: Vehicle model year and VIN not provided by Mr***
Dear Mrs*** ***
Thank you for forwarding the complaint
dated July 24, 2017, regarding the Vehicle that Mr*** expressed interest in
purchasing from the CarMax store located in ***, Kentucky (“CarMax”) in
July,
In the complaint, Mr*** states that
he placed the Vehicle on hold and was later alerted that it had been sold to another
customerHe requests that CarMax allow him to purchase a different vehicle
with a similar model year and price point.
Business records indicate that CarMax
attempted to contact Mr*** by phone upon realizing the concern with the hold
on the Vehicle, and was unable to reach him directly, or leave a voicemail for
him at that timeCarMax made contact with Mr*** soon after this, then CarMax
***’s Location General Manager spoke with Mr*** regarding his concerns,
apologized for his experience, and shared CarMax’s offer to assist with
a transfer fee to help him find a similar vehicleMr*** elected to transfer
three vehicles that he was interested in, initiating the first transfer on or
about July 26, 2017, the second on or about August 1, 2017, and the third on or
about August 14, It is noted that Mr*** moved forward to purchase a
vehicle at CarMax *** on or about August 15,
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed
Please contact me at (***)***-***,
extension ***, with any questions you may have
Sincerely,
Kristina R***
Analyst, Executive Response Team

June 21, 2017
Re: *** *** ***
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Complaint
ID: ***
*** *** *** (the “Vehicle”), VIN: ***
Thank you for forwarding the complaint
dated June 3, 2017, regarding the Vehicle that Ms*** transferred to the CarMax
store located in *** *** (“CarMax”) in June, In the complaint, Ms***
expresses her frustration with the cosmetic quality of the Vehicle,
specifically two cracks on the windshield, a piece of rubber missing from one
of the Vehicle’s tires, raised interior carpeting, as well as concerns with
chips or scratches in the paintMs*** also notes unexpected vibration
with the Vehicle in her letterShe requests that CarMax refund her the fee
that she paid for the transfer of the VehicleCarMax’s records indicate that Ms
*** requested the transfer of the Vehicle on or about May 22, 2017, paying
a non-refundable transfer fee of $The Vehicle then arrived to CarMax on or
about May 31, 2017, at which time it was prepared for Ms*** to view
Business documentation states that Ms*** contacted CarMax’s Customer
Relations department on or about June 5, 2017, after viewing the Vehicle at
CarMax IndianapolisDuring this call, Ms*** described the above noted
cosmetic concerns, as well as her frustration with being told that some of the
issues could be addressed, while others met CarMax’s discard standards, so she
would not be reimbursed the fee that she had previously paidFollowing this conversation, it’s
noted that the Location General Manager called Ms*** to talk about her
concerns on or about June 6, 2017, then offered to reimburse the amount that
she had paid to transfer the VehicleAt that time, the Location General
Manager also welcomed Ms*** to visit again and speak with him in-store,
should she wish to do soCarMax’s records indicate that the transfer fee was
refunded to Ms*** on the card that she used for this transactionMs
*** is encouraged to call CarMax Indianapolis at ***, for any
unaddressed questions that she has at this timeCarMax appreciates the opportunity to
respond to this complaint and considers this matter closedPlease contact me at *** extension ***, with any questions you may haveSincerely,
Kristina R***
Analyst, Executive
Response Team

April 5, 2017
RE: *** *** * ***
*** *** ***, VIN: *** (the “Vehicle”)
Thank you for forwarding the complaint received in your
office from *** *** regarding the Vehicle purchased from CarMax of
*** ** (“CarMax”) on January
20, 2016.
In the complaint, *** *** states concerns related to the Vehicle’s
transmission, power steering and rack and pinion and requests that CarMax
refund her the purchase price of the Vehicle.
According to CarMax’s records, Miss *** brought the
Vehicle to CarMax for service between the end of February and the beginning of
March 2016. While the Vehicle was in for
service, CarMax replaced the tag light bulb socket and door lock actuator, and
flushed the power steering fluid. At
this time, Miss *** stated that the engine lacked power and was making
noiseCarMax was unable to duplicate any abnoises or performance with
the engine or transmissionRepair and diagnostic costs were covered under the
terms of CarMax’s 30-day warranty at no cost to Miss ***
On or about April 27, 2016, Miss *** brought the Vehicle
to CarMax to have the serpentine belt replaced.
As a gesture of good will, CarMax completed the repairs at no cost to
Miss ***
On or about December, 2016, Miss *** mother called
CarMax Customer Relations stating that her daughter was having transmission
concerns. Subsequently, a manager from
CarMax reached out to Miss *** to set up a service appointment. On December 12, Miss *** brought the
Vehicle in for service. CarMax sublet
the Vehicle’s diagnosis to Cottman Transmission and Total Auto Care. *** *** and *** *** *** diagnosed the Vehicle as having a bad transmission and quoted a price of about
$*** to replace it. Miss *** chose
to have the Vehicle towed back to CarMax and as a gesture of good will, CarMax replaced
the transmission at no cost to Miss ***
During the transmission repairs, CarMax discovered and
informed Miss *** that her rack and pinion was leaking and that there was
no fluid in the power steering pump. At
that time, CarMax recommended to Miss *** that she replace her rack and
pinion, power steering lines and power steering pumpMiss *** authorized
CarMax to replace her rack and pinion only.
As a gesture of good will, CarMax supplied the rack and pinion at
internal cost and the labor costs were reduced by half. Miss *** opted out of any repairs to her
power steering lines and power steering pump at that time
At this time, CarMax will not be participating in Miss
*** requested settlement due to her service concerns being maintenance
items. However, CarMax stands behind the
repairs it has completed with a 6,mile/6-month warranty. If any additional mechanical issues arise, Miss
*** is encouraged to continue working with the
CarMax service department by calling ***, option *
CarMax appreciates the opportunity to
respond to this complaint
Please contact me at *** ***,
extension ***, with any questions you may have
Sincerely,
Cristen P***
CarMax Customer Relations

June 8,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Re: *** *** ***
Complaint ID: ***
*** *** ***
(the “Vehicle”), VIN: ***
Thank you for forwarding the complaint
dated May 18, 2017, regarding the Vehicle that Mr*** expressed interest
in purchasing from the CarMax store located in ***, California (“CarMax”) on
or about May 8,
In the complaint, Mr*** outlines
his concerns with a pricing discrepancy for the Vehicle and requests that
CarMax allow him to purchase the Vehicle at the originally stated price
($***.00)As an alternative settlement, he requests that CarMax extend the
option to purchase a comparable Vehicle, again at the originally listed sale price
Business records indicate the Mr
*** visited CarMax *** on or about May 8, 2017, with intention to
purchase the VehicleAfter receiving a Bill of Sale document that Mr***
needed in order to obtain outside financing with his credit union, records
indicate that he left CarMaxSoon after this time, CarMax identified a pricing
discrepancy with the Vehicle of $*** and alerted Mr*** of this
concern, requesting that he pay the correct Vehicle price of $***Following
this conversation, records state that Mr*** outlined his concerns by
sharing a review on CarMax ***’s *** location page on or about May 18, 2017,
then established communication with CarMax’s Customer Relations department via
*** on or about May 22,
After reviewing Mr***’s concerns
and experience further, CarMax ***’s Location General Manager left Mr
*** a voicemail on or about June 8, 2017, noting her contact information
and requesting a return callShortly after leaving this message, the Location
General Manager also established a text message conversation with Mr***
The Location Manager then left Mr*** a second voicemail later that evening,
requesting that he return her callAs the Vehicle is no longer available in
CarMax’s inventory, business notes indicate that this second voicemail
referenced CarMax’s desire to help Mr*** find another vehicle and offer of
assistance with consumerization in vehicle pricing
Mr*** is encouraged to return
that call at the number shared in the voicemail message from the Location
General Manager so CarMax can further discuss this offer and next steps with
him directly
CarMax appreciates the opportunity to
respond to this complaint
Please contact me at ***
extension ***, with any questions you may have
Sincerely,
Kristina R***
Analyst, Executive Response Team

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Carmax has provided me with a rental vehicle until this issue is resolved, however; Carmax has not obtained the titleI learned of this week from an official in the Department of Revenue office that Carmax nor it's affiliates have been in contact with their office in order to rectify this situationI have been receiving occasional "updates" from an assistant manager but she is still giving me the "run-around" and telling me that they are "working on it" and trying to obtain this title information from PennsylvaniaHowever, there are still previous liens on the vehicle that need to be satisfied before an original title is releasedAlso, the titles that are currently declared as Pennsylvania and Indiana titles are fictitious and Carmax is not trying to satisfy these liens before a title is releasedThey have reached out to my insurance company to satisfy these liens on top of satisfying the car loan payment balance still owed on the vehicle, a letter was sent out by the assistant manager, Shelby to my insurance company, basically "guaranteeing" that they would produce a title, however; my insurance company will not release funds based on a "guarantee" but simply because they must have the original title in hand
Regards,
*** ***

Dear Mrs*** ***:
">Thank you for forwarding the complaint
dated July 18, 2017, regarding the Vehicle purchased from the CarMax store
located in ***, *** (“CarMax”) on or about August 28,
In the complaint, Mrs***
describes concerns with the Vehicle’s rear passenger window, tires, and tire
pressure monitoring system, as well as rustMrs*** states that she
recently heard a grinding noise while operating the Vehicle and says it was
determined that the Vehicle’s brakes and rotors needed repairsMrs***
requests that CarMax repair or replace all necessary components
Business records indicate that the
Vehicle first arrived to CarMax after purchase on or about July 17, 2017, at
which time CarMax completed diagnostic testing regarding the Vehicle’s brake
and rotor issue at no cost to Mrs***During this visit, CarMax also
inspected the Vehicle’s frame and found only light, surface-level rust, determining
that this did not impact the rate at which the brakes and rotors wore down
During this appointment, it is noted that Mrs*** mentioned hearing the
grinding noise a month prior to visiting CarMaxDiagnostic testing at the time
of the appointment indicated that the continued operation of the Vehicle
following the start of the components grinding likely resulted in the further damage
to the braking systemCarMax provided Mrs*** with a quote during her
visit and she declined to move forward with repairs at that timeMrs***
then contacted CarMax’s Customer Relations department by phone on or about July
18, 2017, regarding the previously outlined concerns. Business records state that CarMax
*** - West’s Location General Manager called Mrs*** at the
number on file on this same day, leaving a voicemail after being unable to
reach her directly
CarMax does not have record of Mrs
*** window, tires, or tire pressure monitoring system concerns prior to
receiving the letter that she submitted to the Revdex.comAs these
concerns were not brought to CarMax’s attention within the Vehicle’s 30-Day
Limited Warranty period, CarMax will not be participating in assistance for
those repairs, or the recommended brake and rotor workMrs*** is
encouraged to call CarMax *** - West at *** for assistance
with any unaddressed questions that she has about the Vehicle or the
recommended repairs
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed
Please contact me at ***
extension ***, with any questions you may have
Sincerely,
K*** R***
Analyst, Executive Response Team

June 22, 2017
Re: Mr
*** ***
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Complaint
ID: ***
*** *** (the “Vehicle”), VIN: ***
Thank you for forwarding the complaint
dated June 6, 2017, regarding the Vehicle purchased from the CarMax store
located in ***, Georgia (“CarMax”) on or about November 21,
In the complaint, Mr*** states his
frustration with mechanical concerns throughout his ownership of the Vehicle,
including the engine, electrical system, intake valves, and head gasketsMr
*** requests that CarMax assist by allowing him to exchange the Vehicle for another
car
Service records indicate that the
Vehicle arrived to the service center on or about November 25, 2015, when
CarMax diagnosed an under hood noise concern for Mr***, then completed
repairs to the Vehicle’s stabilizer linksAt the time of this appointment, CarMax also offered Mr*** an extension of his 5-Day Money Back Guarantee
period, although he elected to maintain ownership of the VehicleMr***
returned for a second service appointment on or about February 15, 2016, when
CarMax looked into a tire concern for himBusiness records list the following
additional service appointments in that Mr*** was unable to attend, as
scheduled: April 4, July 29, and August
After receiving the RevDex.com letter from Mr***, CarMax ***’s Service Manager attempted to reach
Mr*** by phone on or about June 8, 2017, then again on June 12,
CarMax ***’s Service Manager emailed Mr*** on or about June 12,
and established direct communication with him on or about June 21, During
a phone call on June 21, 2017, it is noted that Mr*** outlined his concerns
with the Vehicle’s head gasket repairsDuring this call, it was requested that
Mr*** send his repair documentation to CarMax for reviewCarMax ***’s Service
Manager is currently in communication with Mr*** regarding his concerns
CarMax appreciates the opportunity to
respond to this complaint
Please contact me at ***,
extension ***, with any questions you may have
Sincerely,
Kristina R***
Analyst, Executive
Response Team

June 17,
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
*** *** *** ***
*** *** ***
Thank you for forwarding the complaint received in
your office from Mr*** *** regarding the ***
*** *** *** (the “Vehicle”) that was serviced on or about May 22, at
the CarMax store located in *** *** (“CarMax”). In this complaint, Mr*** is requesting reimbursement
for half of his rental vehicle charges
Mr*** dropped the Vehicle off for CarMax to diagnose on or
about May 21, 2015. CarMax was unable to
duplicate his concerns so the Vehicle was sent to *** *** to see if they
could duplicate the issue. Mr***
advised CarMax he would be renting a temporary substitute vehicle from
*** and he was advised that unless *** *** could find an issue,
and that issue was covered by MaxCare, it would be at his own expense. On or about May 26, 2015, *** *** was
able to identify a transmission issue. The
Vehicle was still covered under the manufacturer warranty so it was sent to a
*** dealer to complete the work.
CarMax then informed Mr*** that days of rental would now
be covered. Mr*** confirmed more than
once that he understood the remaining rental bill would be his responsibility
including the additional insurance he purchased. This insurance accounts for $of the
$1,bill. As a gesture of good
will, CarMax covered Mr***’s MaxCare deductible and the diagnostic fee for
CarMax’s initial review of the Vehicle.
CarMax also attempted to put Mr*** in to a loaner vehicle, but his
auto insurance policy would not cover CarMax’s vehicle. At this time, CarMax contacted *** and
they agreed to lower his rental rate to $25/day. Mr*** chose to upgrade the vehicle and was
given a rate of $36.69. CarMax also
reached out to MaxCare to see if they would authorize more than days of rental
coverage. When they declined, Mr***
again advised that he understood he was responsible for the additional length
of rental and stated he would contact *** to try to resolve
As another courtesy to Mr***, CarMax will pay the rental
charges accrued May 28, through June 3, at the CarMax rate of $25/day plus sales taxThis is the interim between when the Vehicle was correctly
diagnosed until *** started work on the Vehicle. Mr*** was contacted by CarMax on or about
June 11, and he accepted this offer
CarMax appreciates the opportunity to respond to this
complaint and considers this matter resolved
Please call me at *** ***, extension ***, if you
have any questions
Sincerely,
*** ***
*** *** ***

*** ** ***
*** ***
*** *** *** *** *** ***
*** ** ***
RE: *** *** ***
*** *** ** *** *** *** ***
Dear *** ***,
Thank you for forwarding the complaint received in your
office from
*** *** *** regarding the Vehicle purchased from CarMax of
Texas Stadium in Dallas, TX (“CarMax”) on *** **, ***. In the complaint, *** *** states
concerns related to the Vehicle’s transmission and engine. *** *** requests that CarMax refund her
the purchase price of the Vehicle or replace the Vehicle and refund all moneys
for repairs that have been done to the Vehicle.
CarMax is aware of *** ***’s concerns with the Vehicle
and has been actively working to help have them addressed. In addition to completing diagnosis and
repairs at CarMax’s local Texas Stadium service center, CarMax has brought the
Vehicle to a local *** *** several times for additional diagnosis. *** *** has brought the Vehicle to the
*** *** as well. At this time, Mazda
has found that the hesitation *** *** describes in the complaint is
operation for the Vehicle and that there are no component failures
At this time, CarMax will not be participating in the
desired settlement due to the Vehicle being outside CarMax’s 5-Day Money Back
Guarantee Additionally, no mechanical
failures have been found by CarMax or the manufacturer’s local authorized
repair facility As a gesture of customer
service, CarMax has offered to cover *** ***’s Extended Service Plan
deductible if a transmission concern is diagnosed at a repair facility of her
choice. CarMax has also offered to
appraise the Vehicle and provide her with a written offer for the Vehicle. If any additional mechanical issues arise, *** *** is encouraged to continue working with the
CarMax service center by calling ***, *** *
CarMax appreciates the opportunity to
respond to this complaint
Please contact me at *** ***,
extension ***, with any questions you may have
Sincerely,
*** ***
*** *** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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.] I am not satisfied as I have had the same issue with this vehicle four times. Every time they do some nominal repair and then a few months later it happens again. I have had to have the car towed on four occasions, three to CarMaxthey have sent it to *** on more than one occasion. The car shuts down entirely. It's not simply a no start. It shuts down while it is being driven in the middle of the road/highway where ever you happen to be and will not restart. No power whatsoever, no power steering etc. So it shuts down in the middle of a busy street and becomes a sitting duck for the next car or truck to hit it. it is extremely unsafe. they say the have confidence it is now fixed, but they were confident it was fixed the last three times as well and it was notIt has come to my attention that there is now a class action lawsuit pending against *** for these type of issues. I previously sent you a link to that information
Regards,
*** ***

Thank you for forwarding the rebuttal
to the complaint dated September 28, 2017, regarding the Vehicle purchased from
the CarMax store located in *** *** (“CarMax”) on or about August
12, In the rebuttal, Mr*** states
that he has not received the refund check from CarMax for his down payment
following the return of the VehicleMr*** requests the refund from
CarMax, as well as details about the shipping method and timeline.CarMax’s records indicate that the
down payment refund of $*** was mailed to Mr*** on or about September
14, 2017, at the address that he provided at the time of saleMr*** then
contacted the Business Office at CarMax *** on or about October 4, 2017,
stating that he had not received his refund checkCarMax moved forward to void
Mr***’s initial refund check and process a new one for him, to be sent to
a new address, per his requestThe refund check is being sent to Mr***
through *** services (tracking number: ***), with expected arrival on
October 10, 2017.CarMax appreciates the opportunity to
respond to this complaint and considers this matter closedSincerely,Kristina R***
Analyst, Executive Response Team

March 4th,
*** ***, Operations Supervisor
RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** *** (VIN:
*** the “Vehicle”)
*** *** ***
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Mr*** regarding her purchase of
the Vehicle from CarMax of Albuquerque, NM (“CarMax”) on January 15th,
In
his complaint, Mr*** requested that CarMax exchange the Vehicle due to
mechanical concerns since purchase
CarMax
was aware of Mr***’s concerns prior to receiving this complaintOn
approximately February 23rd, 2016, CarMax agreed to exchange the
Vehicle at his requestCarMax completed a full return and Mr*** decided
to purchase a different vehicle with CarMax
CarMax
is unaware of any further concerns that MrGalbadon may currently haveIf MrGalbadon has any further
questions, he is welcomed to contact me at 1-800-519-1511, ext***
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D***
Analyst,
CarMax Customer Relations

Revdex.com:
Thank you for responding to my complaintI have reviewed the offer and/or response made by the business in reference to complaint ID ***, and would like to provide the following update:This morning marks days of ownership, and days in the shopAt this point, I have been in constant daily communications with both CarMax Corporate and their Laurel MD locationAt this point, we've pretty much decided that the car is unrepairable and are giving up on itCarMax is in the process of locating another car from their inventory as a replacement, and are processing a full return of the one listed in this complaintWith any luck, we'll be able to solve the situation, as we can't seem to fix the car. I would like to leave this case open until that final resolution has been reached, however. Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

November 30, 2015 *** ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236 Re: Ms*** ***Complaint ID *** *** ***, VIN: *** (the “Vehicle”) Dear Mrs***: Thank you for forwarding the complaint dated
November 8, regarding the Vehicle purchased from the CarMax store located in Charlotte, North Carolina (“CarMax”) on or about March 20, Ms*** requested in the desired settlement for CarMax to repair the current concerns with Vehicle at no cost and also refund her any amount that she paid towards the repair of the Vehicle. CarMax has been in communication with Ms*** since the receipt of this complaint and has determined that the noise concern was coming from the braking system in the Vehicle CarMax scheduled a follappointment for Ms*** to bring the Vehicle back to CarMax the following day (November 20, 2015) to diagnose and repair the noise concern at no cost to her under the terms of a 6-month or 6,mile warranty for a related repair Ms***, however, did not show up for this appointment CarMax called Ms*** on or about November 20, and on or about November 24, to reschedule her appointment and left messages for Ms***. CarMax is declining Ms***’s request for a refund as these fees have been charged in accordance with the terms of her Extended Service Plan However, CarMax invites Ms*** to contact the Service Department at (704)535-if she would like to schedule a follappointment to have the brake issue diagnosed and repaired at no cost to her CarMax looks forward to the opportunity to hear back from Ms*** and appreciates the opportunity to respond to this complaint. Please contact me at (804)747-extension *** with any questions you may have. Sincerely, Nekia W***Analyst, Executive Response Team