Bastian Roofing, Inc.

Dear Sir/Madam: Thank you for sharing MrH*** complaint with us and providing us with the opportunity to respondIn the complaint, Mr*** discusses his wife's account, *** *** ("Ms***"), and requests that CarMax Auto Finance ("CAF") assist in getting the vehicle
titled in *** ***. As Mr*** states in his complaint, Ms*** purchased a vehicle from CarMax, subsequently moved, the vehicle was paid off, and there is a new lien-holder, *** *** *** *** ("***"). After refinancing with ***, the Ms*** has not been able to obtain a title in her current state, *** ***. We apologize Ms*** has encountered this issue, which due to multiple state agencies and two finance companies, is complexWe have been diligently working to resolve the issue for Ms***. CAF has researched the issue in every state that Ms*** has resided in since the time of purchaseIt appears the issue started when Ms*** moved from *** to *** *** and *** only provided her with a registration and did not issue a titleShortly after, Ms*** moved from North Carolina to *** *** and the state issued a registration and initiated the titling process but it was put on hold due to the *** *** title issueIt is our understanding from the ** *** Registration Suspense Unit in *** reviewed the issue and confirmed that they have the lien release that CAF provided to *** dated 9/12/Further, they shared that the new title with *** as the lienholder has not been issued because they are missing the back page of the title application that *** sent to the *** to get their lien recordedWe have relayed that information to ***'s Legal Counsel, Regina! M*** We continue to work to resolve this and will keep Ms*** apprised. Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this letter of explanationIf you need any additional information regarding the above, please do not hesitate to contact Monica M***, Titles Department Manager, at ***. Allen Operational Compliance Manager

April 4,
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Re: Ms*** ***
Complaint ID: ***
*** *** *** (the “Vehicle”), VIN: ***
Thank you for forwarding the complaint
dated March 21, 2107, regarding the Vehicle purchased from the CarMax store
located in *** *** *** (“CarMax”) on or about September 10,
In the complaint, Ms*** describes
repairs previously completed at the CarMax service center and states that her
radiator fluid has been leaking since the Vehicle’s last service appointment
She states that the Vehicle’s water pump isn’t operating correctly and is
missing a fan related to the water pump systemMs*** states that she has
paid $*** related to repairs for the Vehicle and she requests that CarMax
reimburse her this amount or take return of the Vehicle, allowing her to buy a
new vehicle
CarMax’s records indicate that the
Vehicle first arrived to service on or about November 14, 2016, for concerns
with the tow haul button, a tire, the gas tank filler neck, and the Vehicle’s
fluid levelsDuring this appointment, CarMax addressed the tow haul button
concern and verified the Vehicle’s fluid levels, topping off the coolant
CarMax diagnosed the tire condition and the gas tank filler concern,
determining that a portion of the Vehicle evaporative emission control system
(EVAP) and left front tire needed replacementThese parts were then ordered
for the necessary repairs to the VehicleThe Vehicle then returned to service
on or about December 6, 2016, and CarMax completed repairs, mounting and
balancing the left front tire, replacing a harness (hose), as well as a portion
of the Vehicle evaporative emission control systemCarMax has no record of
repairs related to a fluid leak, water pump, radiator, or fan subsequent to
this repair dateIt’s CarMax’s understanding that the Service Manager has not
recently been in contact with Ms*** regarding the Vehicle
While CarMax will not be participating
in the settlement requested by Ms***, she is encouraged to contact CarMax *** *** at ***, option 4, for any unaddressed questions that she
has regarding the VehicleMs*** is also welcome to visit CarMax to obtain
a written appraisal offer on the Vehicle
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

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***

September 2, 2016RE: Consumer Complaint of *** ***Dear Sir/Madam:Thank you for sharing Ms*** *** complaint and providing us with the opportunity to respond Ms*** alleges that she never applied for credit with us and is therefore disputing the related
inquiries on her credit file. Our records reflect that Ms*** visited our *** *** store on June 11, 2016, seeking an appraisal of her *** *** *** We appraised, and extended an offer of $***, for the *** At that time, the approximate payoff balance on the *** was $***, a difference (and negative equity) of approximately $***.At this stage, Ms*** version of events differ from our records Specifically, our records reflect that Ms*** (a) voluntarily provided us with a substantial amount of personal information including name, address, length of time at address, phone number, date of birth, social security number, employer, length of time with employer, income and a reference; and (b) agreed to our Credit Application Terms and Conditions, authorizing us and our finance sources to “use your credit reports and verify your application information” in connection with an application on a *** *** ***Ms***, however, contends that our sales associate requested, and she provided, her personal information to obtain the payoff information on her ***, and not in connection with a credit application on the CR-V.Instead of simply relying on our records, we reached out to our *** *** store to interview the sales associate who assisted Ms*** This sales associate however is no longer a CarMax employee and we were unable to obtain his version of events and either confirm or deny Ms*** allegations. We therefore are providing Ms*** with her desired resolution Specifically, we will contact the finance sources that reviewed Ms*** application and obtained her credit report and request that they withdraw their inquiries To administer this, however, we may need Ms*** assistance in providing these finance sources with a written request In the event this is required, we will contact Ms*** for her assistance Regardless, any inquiry removal request to the relevant nationwide credit reporting agencies will take approximately days to process.Thank you for bringing Ms*** complaint to our attention If you have any questions or concerns regarding our explanation, please do not hesitate to contact me at *** or by email at *** Sincerely,Brent A***Operational Compliance ManagerCarMax

Thank you for forwarding the complaint,
dated February 22, 2018, regarding the Vehicle purchased from the CarMax store
located in *** ** (“CarMax”) on January 18, In
the complaint, Mrs***
explains an ongoing concern with an illuminate tire
pressure sensorShe requests that CarMax replace the Vehicle’s tires and
provide additional monetary relief
CarMax
has been working with Mrs*** regarding the above concernCarMax will replace
both rear tires and sensors as a gesture of customer service, however, declines
to offer additional monetary reliefCarMax has been in contact with Mrs
*** daily and will continue to provide updates regarding the tire and sensor
replacement
CarMax
appreciates the opportunity to respond
to this complaint and considers this matter closedPlease contact me at (800) ***,
extension ***, with any questions you may have
Sincerely,
Jennifer R***
Analyst, Customer Relations 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

May 29,
*** ***, 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 Baton Rouge, LA (“CarMax”) on May
12th,
In her complaint, Ms*** stated the
Vehicle had flood damage present at the time of her purchaseCarMax guarantees
not to sell a vehicle with flood damageCarMax would appreciate the
opportunity to investigate further and inspect the Vehicle to confirm that
there is no flood damage and to address MsWashington’s concernsPlease
extend the invitation to Ms*** to contact CarMax
She may make an
appointment for inspection with the service department at ***Ms
*** may also reach me at ***, ext*** with any further
questions
Thank
you kindly for giving CarMax the opportunity to respond to this matter
Sincerely,
*** ***
Analyst, CarMax Customer Relations

Thank you for forwarding the complaint
dated November 29, 2017, regarding the Vehicle purchased from the CarMax store
located in *** *** ** (“CarMax”) on or about December 27, In
the
complaint, Ms*** states that she was informed about accidents involving
the Vehicle from another dealer (that she was not aware of prior to purchase),
and requests that CarMax provide a refund on the Vehicle
According to CarMax records, Ms
*** contacted us in July of regarding this concernCarMax offered to
appraise the Vehicle, and provided a written appraisal of $*** on or about
July 1, Ms*** declined to sell the Vehicle at that timeAt
CarMax, we guarantee our vehicles don’t have flood damage, frame damage, or
salvage history, or we will buy it backIn order to provide transparency for
our customers, CarMax’s process includes sharing the AutoCheck accident history
information with the customer prior to the final point of saleAutoCheck is a
helpful resource, however every accident may not be reported in an AutoCheck
report and we cannot guarantee an accident-free vehicle
Upon receiving Ms***’s most
recent complaint, a CarMax representative contacted Ms*** and invited
her to have the Vehicle appraisedMs*** did not show up for her appointment
scheduled on December 6, On December 7, 2017, a representative attempted
to contact Ms*** by phone, and left a message requesting a return call
Ms*** has not responded back since that time
CarMax declines the request to provide
a full refund on the Vehicle, as Ms*** is outside of our
5-Day-Money-Back-Guarantee periodHowever, if Ms*** is interested in
selling the Vehicle, CarMax would be happy to perform another appraisalCarMax
encourages Ms*** to contact us at *** *** to facilitate that
CarMax appreciates the opportunity to
respond to this complaint and to address Ms***’s concernsPlease contact
me at (***) ***-***, extension ***, with any questions you may have
Sincerely,
Emilee S***
Analyst, Executive Response Team

October 23, 2015*** ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mrs*** ***Complaint ID *** *** *** (the “Vehicle”), VIN: ***Dear Mrs***:I am writing you in response to your letter dated October 5, wherein
you forwarded a complaint from Mrs*** *** regarding the Vehicle purchased from the CarMax store located in Richmond, Virginia on or about February 11, 2012.CarMax’s records indicate that we have paid off the remainder of Mrs*** loan on the Vehicle and have also reimbursed her initial down payment of $1, Mrs*** was satisfied with CarMax’s offer and has purchased a new vehicle from CarMax as of October 21, 2015.CarMax apologizes for any inconvenience Mrs*** may have experienced and appreciates the opportunity to respond to this complaint.Please contact me at *** extension *** with any questions you may have.Sincerely,*** *** Analyst, 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,
*** ***
Carmax back dated info to cover themselves, but the still have not released their lien from my car. It's still on my title, even though I bought the car back in 2011. See evidence enclosed. I am sending this via the mail to you, CarMax and TXDMV Complaint Dept

November 24,
*** ***, Operations Supervisor
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
Dear Mrs***,
Thank
you for forwarding the complaint received in your office from Ms*** regarding
her attempts to purchase a vehicle from CarMax of Fredericksburg, VA (“CarMax”)
In her complaint, Ms*** requested that CarMax honor an advertised price for
a vehicle on the web site
CarMax
discussed the price of the vehicle with Ms*** and explained that an error was
made on the website listingAs is stated in the CarMax Terms of Use policy on
CarMax.com, “the information provided on this website is advertising only and
in no way constitutes an offer for the sale of goods or to provide a service…CarMax
will not be responsible for errors found on this website, including but not
limited to, pricing errors.”
In
the event that Ms*** would like to purchase the Vehicle, it remains for
sale at the corrected listed priceMs*** also submitted a request for
CarMax to reserve another vehicle for sale, which she subsequently cancelled on
November 10th,
Ms
*** is still welcomed and encouraged to purchase a vehicle from CarMaxIf Ms
*** has any further questions regarding this matter, she may contact me
directly at 1-800-519-1511, ext***
Sincerely,
Curt D***
Analyst, CarMax Customer Relations

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID *** 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: [email protected]
Regards,
*** ***

July 11,
*** *** *** ***
Re: *** *** ***
Complaint ID: ***
*** *** *** *** *** *** ***
Thank you for forwarding the complaint dated June 28, regarding
the Vehicle purchased from the CarMax store located in ***, *** (“CarMax”)
on or about June 20,
In the complaint Ms*** expresses concerns with the Vehicle’s
tires being installed incorrectly, one of which recently went flat after she
ran over a nailShe also states that she had a recall repair addressed during
her ownershipBased on this, Ms*** requests that CarMax refund the money
she paid through bank financing to purchase the Vehicle.
CarMax’s records indicate that Ms*** brought the Vehicle to CarMax
***’s service center on or about June 28, to inquire about a tire
mounting concernService notes from the Service Manager state that four new
tires were installed before Ms*** purchased the VehicleHowever, it was
confirmed that the Vehicle’s tires had been installed inside out at the time of
replacementCarMax offered to remount the three tires for Ms***, fix the remaining
flat tire (should the nail damage allowed for repair), and inspect each tire
and wheel
During the inspection, it was noted that one wheel was bent,
consistent with damage from hitting an object or driving over a potholeAfter
looking at the flat tire, the Service Manager discovered that the damage was
unable to be repaired, and that Ms*** would need to replace it with a new
tireService notes from the visit indicate that the tires were wearing evenly
and still had a good amount of tread depth, after a year of the Vehicle being
driven by Ms***
A search of the Vehicle’s VIN on the National Highway Traffic Safety
Administration (NHTSA) website does not reveal any open recalls for the
VehicleMs*** is encouraged to speak with the Vehicle manufacturer directly
for any questions she has regarding manufacturer vehicle registration or recall
notifications
While CarMax is unable to participate in reimbursement for the
full cost of the Vehicle as requested, they have assisted by completing the
above mentioned tire remount and inspection at no cost to Ms***Should Ms
*** still need to replace the tire that was damaged during operation
of the Vehicle, she is encouraged to call the CarMax *** service department
at ***, option *The service department will be happy to assist by
providing pricing for Ms***’s preferred brand of tires for the Vehicle
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may have
Sincerely,
Kristina S*** *** *** *** ***

August 18,
*
*** *** *** ***
Re: *** ***
Complaint ID: ***
Thank you for forwarding the complaint dated August 6, regarding
the vehicle purchased from the CarMax store located in ***, *** or
***,
***
In the complaint, Ms*** describes mechanical issues with
the vehicle, as well as difficulty purchasing another carShe requests no
settlement and states that she submitted her letter for informational purposes
only
CarMax recently worked directly with the owner of the vehicle to
address the current mechanical concerns, but would be happy to reconnect with
him or her, per their request
CarMax appreciates the opportunity to respond to this complaint
Please contact me at *** extension ***,
with any questions you may have
Sincerely,
Kristina S***
*** *** *** ***

March 3,
*** *** *** ***
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*** as it pertains to his purchase of
the Vehicle from CarMax of *** *** ** (“CarMax”) on December 2, In
the complaint, Mr*** requests that CarMax void the original sales contract,
provide compensation for lost wages and to release the title of the Vehicle to
him due to mechanical concerns as well as a mileage inconsistency
Mr*** contacted CarMax on or
about January 24, 2017, voicing concern about the mileage reading on the
odometer of the VehicleAt that time, CarMax suggested that Mr*** bring the
Vehicle to determine if the odometer discrepancies mentioned to him were valid
Mr*** declined this offer stating that he would like the loan voided and to have
the title released to him to which CarMax advised that additional research
would be necessary before being able to reach this desired resolution
On or about February 15, 2017, CarMax
offered to have Mr*** take the Vehicle to a third-party location at *** *** ** *** *** *** to complete a test on the odometerMr*** agreed to this option, and upon taking the Vehicle to the location, *** *** was unable to discover any evidence related to an odometer rollback
during this test
CarMax offers a Clean-Title
Guarantee on each vehicle soldIn the event that any vehicle violates this
guarantee, CarMax promises to buy it back from customersIn this case, CarMax
was unable to verify Mr*** claims of an odometer rollback; however, in the
interest of customer service, CarMax purchased the Vehicle back from Mr*** in full, with CarMax agreeing to refund all payments associated with the loan
Mr*** completed this return on February 28, Considering this effort,
CarMax will not be providing any additional resolution or compensation as Mr
*** requested
In the event that Mr*** has any
further questions, he is welcomed to contact me at ***, ext***Thank
you for providing CarMax the opportunity to respond to this matter
Sincerely,
Curt D***
Analyst, 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
I sent the *** letter to CarMax showing proof that they sold me a wrecked vehicleThe vehicle was wrecked at 7,milesThey purchased the vehicle from a Salvage auction knowing it was a wrecked vehicle in San Antonio, TX and did not disclose this information to meThe vehicle is not being repaired by the *** dealer under warranty because CarMax did shoddy repair job on the wrecked vehicle
Their legal department stated that they are not responsible for the damages and will not give relief on this although they advertised the vehicle with a year/mile manufacturer warrantyThey did not state that the warranty will not cover repairs because they decided to do sales fraud
Regards,*** ***

August
23,
*** *** *** ***
RE: *** ***
*** *** *** *** *** *** ***
Thank
you for forwarding the complaint received in your office from *** *** regarding
the Vehicle purchased from CarMax of ***, ** (“CarMax”)
on August 2,
In the complaint, Mr*** states that the Vehicle has had multiple service
concerns since the time of purchase.
Additionally, Mr*** states that he was advised that a CarFax Report
shows an accident on the Vehicle, prior to his purchase from CarMax. Mr*** requests that CarMax buy back the
Vehicle for the remaining amount owned on the loan
CarMax’s
records indicate that Mr*** brought the Vehicle to CarMax for service on or
around August 4, 2015. CarMax completed
the necessary repairs, which included a tire inflation service, front brake pad
replacement and front rotor resurfacing.
On or around August 7, 2015, Mr*** brought the Vehicle back in for
service stating an additional brake concern.
CarMax replaced the front brake pads with Original Equipment, and
machined the front rotors
In
regards to concerns related to the Vehicle’s history, CarMax’s sales process
includes reviewing an AutoCheck Vehicle History Report (“AutoCheck Report”) for
each vehicle prior to purchase. At the
time of sale, CarMax ran an AutoCheck Report on the Vehicle and identified that
there were no accidents reported. After
receiving this complaint, CarMax ran an additional AutoCheck Report on the
Vehicle and verified that there were no new details indicating impact to the Vehicle. CarMax later verified an incident dated December
5, on the CarFax Report
While
CarMax cannot verify the accuracy or completeness of any report, they would be more
than willing to contact CarFax or
AutoCheck to clarify or correct any inaccurate reportings. In addition, CarMax does not guarantee an
accident-free vehicle. However, it is a
guarantee of CarMax’s to not sell a salvaged, flooded or frame-damaged vehicle
Based
on the above, CarMax declines Mr*** request to buy back the Vehicle but would
be happy to provide him a free written offer for the Vehicle if he would like
to sell it
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 *** *** ***
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

April 8th,
*** ***, 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 Ms*** regarding her purchase of
the Vehicle from CarMax of Riverside, CA (“CarMax”) on approximately September
11th, At the time of purchase, Ms*** also elected to
purchase a MaxCare Extended Service Plan (“ESP”) for a term of months or
until the Vehicle exceeded 100,miles with a deductible of $for
repairs completed at CarMaxIn her complaint, Ms*** requested a full
refund and exchange of the Vehicle due to service concerns
CarMax
addressed multiple repair concerns on the Vehicle since Ms***’s purchase
CarMax has not diagnosed any service concerns on the Vehicle since this visit
on approximately April 14th,
If Ms*** has any
current repair concerns on the Vehicle, CarMax would gladly complete a
diagnosisCarMax will not participate in any return or exchange for the
Vehicle as Ms*** is outside of any warranty provided by CarMaxIn the
event Ms*** would like to sell the Vehicle, CarMax would be happy to
complete an appraisal
Ms
*** is encouraged to contact myself at 1-800-519-1511, ext*** if she
has any additional questions
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
***
Analyst,
CarMax Customer Relations

July 28, 2015*** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** ***Complaint ID *** *** *** *** *** *** ***Thank you for forwarding the complaint dated July 9, 2015, wherein you forwarded a complaint from Mrs***
*** Mrs*** requested in the desired settlement for CarMax to reimburse her for a collision damage waiver fee and also to be reimbursed for the cost that she paid to have full coverage insurance added to the Vehicle In addition, Mrs*** also requested that CarMax compensate her husband for missing a day of work and for having to secure another mode of transportation while the vehicle was in for service.CarMax’s records indicate that while the vehicle was being serviced, CarMax contacted Mrs*** to advise her that her Extended Service Plan provided her a rental vehicle for up to seven days while her vehicle was in for service at no cost to her However, Mrs*** mentioned in the complaint that the rental car company informed her that she would need to pay a damage waiver fee before she was allowed the ability to obtain a rental vehicle Mrs*** purchased the damage waiver at the request of the rental car company and rented the vehicle for seven days.CarMax later contacted Mrs*** to inform her that the repairs had to extend beyond the seven days As a gesture of customer service, CarMax offered Mrs*** a loaner vehicle while the final repairs were being completed on her Vehicle Mrs*** did not have an active insurance policy at the time of the offer, but later obtained an appropriate policy that would cover a loaner vehicle.It is not a policy of CarMax, or the Extended Service Provider, to request that customers purchase a damage waiver fee However, CarMax does a driver to have a valid insurance policy before a loaner vehicle can be provided. Based on the above, CarMax is declining the settlement as set forth in the complaint.Please contact me at *** extension *** with any questions you may have.Sincerely,*** *** Analyst, Customer Relations