Bastian Roofing, Inc.

August 11, 2016
*** *** ***
Complaint ID: ***
*** *** *** *** *** *** ***
Thank you for forwarding the complaint dated July 27, regarding
the Vehicle purchased from the CarMax store located in *** ***
(“CarMax”)
on or about September 1,
In the complaint, Ms*** describes concerns with the
Vehicle’s air conditioning system and requests that CarMax complete the
necessary repairs at no expense to her
Repair documentation states that Ms*** visited CarMax on or
about September 17, to allow the service department to look into a few
issues during her 30-Day Limited Warranty periodService records state that
while Ms*** stated the air conditioning was blowing warm air, CarMax completed
proper diagnostic testing and found the system operating as designedAs a
result of this, no repairs were completed for this specific concernService
documents state that Ms*** scheduled a second visit for the air
conditioning concern on or about January 11, 2016, and did not attend her
appointment as scheduled
Company records indicate that CarMax then received a letter from
Ms*** regarding this concern on or about June 23, After receiving
her written correspondence, a member of CarMax’s Customer Relations department
called Ms*** on or about June 27, and June 28, The mechanical
issues with the Vehicle were discussed around this time with the CarMax service
management team, as wellCarMax’s records indicate that the Service Manager
made several attempts to reach Ms*** by phone with an offer of
assistanceHowever, he was not able to leave her a voicemail due to her phone
system settings
While CarMax is unable to participate in providing repairs to the
Vehicle at no cost, CarMax will diagnose the air conditioning concern free of
charge and offer the necessary repairs at a reduced retail cost for Ms
***Should Ms*** wish to accept this offer of assistance, she is
encouraged to call the CarMax service department at ***, option **
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may have
Sincerely,
Kristina S***
*** *** *** ***

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
This information was given because I had to physically go and get itI requested this information at time of purchase and was not provided itTo find out about it another way is really concerningI spoke with *** and she said at this point there is nothing that can be doneNot a good response and a worst solutionPeople need to know what happens hereI'm not happy at all and will take things further
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,
*** ***

August 1, 2016
Re: *** *** ***
Complaint ID: ***
Thank you for forwarding the complaint dated July 19, regarding
Mr*** visit to the CarMax store located in
*** *** (“CarMax”)
on or about June 11,
In the complaint Mr*** expresses concern with CarMax’s
policies with the rate of sales tax charged as part of the purchase process,
and therefore requests an explanation of this rate
Company records indicate that Mr*** called the CarMax Home
Office on or about June 14, regarding his concern, and spoke with a Customer
Relations AnalystCarMax’s notes state that ***s Business Office
Manager called Mr*** on this same date and explained to him that any
purchase of a vehicle in *** County (where CarMax of *** is located) includes
an applicable *.**% sales taxThis rate is set and regulated by the
appropriate government agencies
Should Mr*** have additional questions about purchasing a
vehicle that he would like assistance with at this point, he is encouraged to
call CarMax *** at ***
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may have
Sincerely,
Kristina S***
*** *** *** ***

DATE \@ "MMMM d, yyyy" July 26,
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer
Complaint of *** ***
Account ***
*** *** *** *** *** ***
Dear
Sir/Madam:
Thank you for
sharing *** *** complaint and providing us the opportunity to
respond Mr*** states that he
submitted a re-title request that we rejected, and he would like his request
processed without making an additional trip to the DMV. I am happy to report that we have received
the corrected re-title request and we have delivered this request along with
the Georgia paper title to the Alabama DMV on Mr***’s behalf This has been communicated to Mr***, and he
is able to process his re-titling
I would like
to take this opportunity to apologize to Mr*** for any inconvenience he has
experienced. It is our understanding
that Mr*** moved from Georgia to Alabama and was required by the Alabama DMV
to update his title We received his
initial re-title request on July 1, 2016, and upon review on July 5, 2016, we
declined the request due to incorrect owner information. Specifically, the co-applicant was missing
from the request. A letter outlining
this decline was sent on July 5, It
is important to note that Georgia participates in the Electronic Lien and Title
Program and Alabama does not. Therefore,
we had to request a paper title from Georgia to send to Alabama. This process takes a few business daysOur
policy is to order the paper title at this point, even if the initial request
is declined. We did so in this case, so
we were able to immediately send the appropriate documentation to the Alabama
DMV when we received the corrected request from Mr*** on July 14, 2016.
It is our
mission to provide exceptional customer service, and we are sorry to learn that
we failed to meet these expectations when Mr*** called for clarification
about his decline letter and the re-titling processAs we strive to
continuously improve our processes, not only has the associate he spoke with
been provided feedback, but we have also implemented additional training
related to re-titling for all customer service associates.
Thank you, again, for bringing this
complaint to our attention and for the opportunity to assist Mr***. If you need any additional information
regarding the above, please contact Jennifer A*** at *** *** ***
Sincerely,
Brent A***
*** *** ***
*** *** ***
*** *** ***

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
The Carmax in *** has contacted me to see how my appointment went at the *** *** *** and asked "if the vehicle had been fixedI told him yes" this was the extent of our conversationHe never offered to set up an appointment, and look at the vehicle furtherSo, in addition to being a deceitful company and selling "lemon" vehicles, they also lie on order to further their deceptionI can't believe they sent the Revdex.com a message saying they asked me to schedule an appointmentThat was a lieThe *** *** told me that it's not to replace the master brake cylinder in a vehicle for the life span of the truckI have already had to replace it twiceAlso, I had to have the check engine light turn off twiceI want to return the vehicle and have my repair money spent on the vehicle reimbursedAgain, they sold me a vehicle that has to be repeatedly repairedIt should be against the law to sell vehicles like thatEspecially when they are selling warranties for the vehicle that have to be brought back to them for repairs, and people have to pay their deductibles over and over again to have them repairedThat's not fair, and it's not good business
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
Carmax sales rep assured me that the car in question had no accident on both carcheck and carfax at the time before I decided to go forward with the deali would like carmax to take responsibility for this matter.I would consider $*** towards the car loan instead of the $*** I was offered when I took the car for an appraisal to be payed and I will pay the remaining balance.I also want carmax to contact carfax and carcheck to make the necessary correctionIf carmax advertises that consumer satisfaction is their #priority they should step up and make this right for their repeated costumers.
Regards,
*** ***

September 23,
*** *** *** ***
Moorefield Park Drive, Suite
Richmond,
Virginia
Re: *** ***
Complaint ID: ***
Dear Ms***:
Thank you for forwarding the complaint from Mr*** dated September
11, regarding his interest in his wife purchasing a vehicle from the
CarMax store located in Cincinnati, Ohio (“CarMax”)
CarMax maintains the right to determine with whom we will conduct
business and has elected to not do business with Mr***. CarMax’s records indicate a member of the
Customer Relations team spoke with Mr*** on or about September 11,
to share that this decision does not include his wife, and that she would
be able to purchase a vehicle from CarMax without his involvement. CarMax’s records also indicate that Mr
***’s wife proceeded to purchase a vehicle from CarMax’s *** *** location on or about September 12,
CarMax appreciates the opportunity to respond to this complaint
Please contact me at *** extension *** with any questions you may have
Sincerely,
*** ***
Analyst, Customer Relations

August
26, 2016*** *** *** *** *** *** *** *** *** *** *** *** *** Thank
you for forwarding the complaint received in your office from *** *** regarding
the Vehicle purchased from CarMax of ***, ** (“CarMax”)
on April 20,
In the complaint, Mr*** details concerns with the Vehicle’s brakes
and requests that CarMax replace the brake pads and rotors, simultaneously, at
no cost to him.On
or around May 3, Mr*** wife brought the Vehicle to CarMax for
service. During this visit, CarMax
replaced the two front tires, tested the brake fluid and measured the pads and
rotorsAt this time, CarMax confirmed that the brake fluid, pads and rotors were all within guidelines and that
no repairs or replacements were necessaryOn
or around August 9, 2016, Mrs*** brought the Vehicle back to CarMax,
stating the brakes were squeaking and that the rotors still needed to be
replacedCarMax again inspected the pads and rotors, and found them to be
within guidelinesDuring
the visit, CarMax allowed Mrs*** to view the Vehicle while it was on a
lift, and also showed the family member the related brake measurements.Following
the August 9, service visit, Mr*** called CarMax requesting an additional
brake inspection. CarMax scheduled an
appointment for August 19, However, he did not show for this
appointment. CarMax then placed a
follcall to Mr*** in an attempt to reschedule his appointment, but has
not heard back from him as of August 26, 2016.On
both above occasions, CarMax measured and inspected the brakes, confirming that
all examined parts met guidelines. Therefore,
CarMax has made the decision to decline Mr*** request for replacementCarMax
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 *** ext***Sincerely,Jennifer
L***Analyst,
CarMax Customer Relations

May 26,
*** *** Revdex.com
Moorefield Park Drive Suite
Richmond, VA
Re: MR *** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in
your office from Mr*** *** regarding the ***
*** *** ***,
(the “Vehicle”) that was purchased on or about August 2, at the CarMax
store located in Orlando, Florida (“CarMax”).
In this complaint Mr***r is requesting the difference of book value
at the time of sale
According to our records, CarMax has been in communication
with Mr***r to work out a resolution
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at *** *** *** ***, if you
have any questions
Sincerely,
*** ***
Analyst, Customer Relations

May 27,
*** ***, 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 Tinley Park, IL (“CarMax”) on July 1st,
In her complaint, Ms*** stated that
repairs were completed on the oil pan and engine of the VehicleBoth of these
repairs were covered under the extended service plan that Ms*** purchased
at the time of saleCarMax has not serviced the Vehicle since August 15th,
CarMax received no
further communication with Ms*** until May 4th, when she
contacted CarMax Customer Relations regarding the repairsMs***
requested a return due to the Vehicle being unreliableCarMax completed an
appraisal on the Vehicle May 23rd, in the amount of $23,
which expired on May 30th, CarMax will gladly reappraise the
Vehicle again to provide Ms*** with an option to sell the Vehicle
If
Ms*** has further repair concerns with the Vehicle, her extended service
plan is valid up until July 1st, 2019, or 100,miles on the
odometer, whichever comes first
Ms*** may contact
me at ***, ext***, with any other questionsThank you kindly for
giving CarMax the opportunity to respond to this matter
Sincerely,
*** ***
Analyst, CarMax Customer Relations

May 27th,
*** ***, 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 ***, WI (“CarMax”) on April 2nd, In
her complaint, Ms*** requested an additional reimbursement of $*** on
her loan after refinancing with a third-party lender
CarMax
was aware of Ms***’s concerns prior to receiving this complaintAt the
time of purchase, Ms*** agreed to financing terms with CarMax Auto
Finance who required a down-payment of $*** to purchase the VehicleMs***
then informed CarMax that she would be refinancing the loan through a
third-party lenderWhen Ms*** completed the transaction, she inquired
if she would get her down-payment returned by the third-party lenderCarMax
informed Ms*** that would depend on the specific amount agreed upon for
financing terms with the third-party lender
Due to the timing of the
transaction on a weekend, CarMax was unable to reach the lending company owning
Ms***’s loan on the trade-inAs a result, CarMax completed an estimated
payoff for the loan on the travehicle This ended up being over-estimated by
approximately $*** which was satisfied when Ms***’s third-party lender
included that balance on the travia one transaction and loan for the
Vehicle
Ms
*** was later reimbursed for the $*** down-payment in approximately May
of by CarMaxCarMax did have a delay in processing the title concerns on
the travehicle with Ms***’s third-party lender, and as a result,
provided an additional $in goodwill to Ms***
CarMax
will not be participating in any additional financial compensation to Ms
*** as a result of the financing terms agreed upon with her third-party
lender
In
the event Ms*** has any further questions about this, she may 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

Thank you for forwarding the complaint dated March 26, regarding the Vehicle purchased from the CarMax store located in *** *** (“CarMax”) on or about March 8, In this complaint, Mr*** voices his frustration with engine failure after the purchase of the Vehicle, and the
duration of time that was required to complete the repairHe requests that CarMax provide him with a credit or extension on his first vehicle paymentOn March 22, 2018, Mr*** had the opportunity to discuss his concerns with the *** CarMax location service managerAt that time, CarMax was able to verify that the Vehicle was at *** ***, and all work being completed was covered under the manufacturer’s warrantyMr*** was also provided with a loaner car at no costCarMax extended the offer to return the Vehicle outside of the standard five day return window, as a gesture of good will, to ensure Mr*** felt comfortable in the Vehicle going forwardsThis offer was declined, and as of March 30, 2018, the Vehicle’s engine has been replaced and returned to Mr***Due to the fact that Mr*** was provided transportation throughout the duration of his repairs, and incurred no out of pocket costs during this period, CarMax declines this request to alter the conditions of his financingCarMax does want to make sure Mr*** feels confident in the Vehicle going forwards, and encourages him to reach out to the *** service department if he has any unaddressed mechanical concernsThe service department can be reached at (***) ***, and will be more than happy to helpCarMax appreciates the opportunity to respond to this complaint, and looks forward to assisting Mr*** in the futureSincerely, Michael O*** Analyst, Customer Relations

April 7,
*** ***, Operations Supervisor
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
VIN: *** ***
*** (the “Vehicle”)
Dear Mrs
Mann,
Thank you for
forwarding the
complaint received in your office from *** *** regarding the Vehicle
purchased from CarMax of Clackamas (“CarMax”) on March 12, In his
complaint, Mr*** states that a third party body shop found recent
collision repairs on the Vehicle. Mr
*** states these repairs were completed prior to his purchasing the Vehicle,
and describes the repairs as “sub-standard”.
Mr*** requests that an independent body shop “re-do” the repairs at
CarMax’s expense
CarMax professionally reconditions
and inspects each of its vehicles.
Nonetheless, CarMax wants Mr*** to be satisfied with the cosmetic
quality of his vehicle, and is happy to cover the cost of repairs completed at
the independent body shop
As of April 7, 2016, the independent
body shop is completing repairs on the Vehicle.
CarMax is in daily communication with Mr*** in regards to the
completion of the body work
If Mr*** has any additional
questions, or would like to discuss this concern further, he may contact me at
1-800-519-ext***
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

September 15,
*** *** *** ***
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** *** ***
*** *** *** *** *** (“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 Newark, DE (“CarMax”) on September 6th,
Ms*** notified CarMax that the Vehicle had broken down on August 24th,
In an effort of customer service, CarMax extended the use of a loaner
vehicle to Ms*** while the Vehicle was being repaired by a local Dodge
dealership for further diagnosis and repair under the manufacturer’s warranty
Ms*** kept this loaner vehicle for the time the Vehicle was being
repaired
These
repairs were completed and the loaner vehicle was returned to CarMax as of
September 15th,
In
the event Ms*** has any further questions, she may reach me directly at ***, ext***
Sincerely,
*** ***
*** *** *** ***

Thank you for forwarding the
complaint
dated November 7, 2017, regarding the Vehicle purchased from the CarMax store
located in *** ** (“CarMax”) on or about May 3, In the complaint,
Ms*** states concerns related to the mechanical and cosmetic quality of the
Vehicle, as well as the extended service plan purchased with the Vehicle
According to CarMax records, Ms***
brought the Vehicle to CarMax for service on August 23, During this visit
CarMax replaced the front tire, the sunroof motor, and the arm restMs***
also stated that there was mold in the VehicleWhile CarMax was unable to find
any mold in the Vehicle, as a gesture of goodwill, CarMax had the vehicle
professionally detailed and steam cleaned by a third partyAdditionally,
CarMax provided Ms*** with a loaner vehicle while repairs were being
completed, and covered the amount of the deductible for repairs completed
through her extended service plan.
After the aforementioned service visit,
Ms*** has contacted CarMax on several occasion regarding mold in the
VehicleCarMax inspected the Vehicle on two different occasions and found no
evidence of moldWhen Ms*** advised that an independent source found mold
in the Vehicle, CarMax requested that she provide documentation of the findings
or contact information for the source so that additional research could be
completedMs*** has not provided this informationCarMax would be happy
to review such information if and when Ms*** provides it, but until that
time CarMax cannot take any further action regarding this concern
Due to the
Vehicle being outside of CarMax’s 5-Day Money-Back
Guarantee, CarMax declines
the request to complete a return on the vehicleAdditionally, Ms***
brought up the MaxCare extended service plan on the VehiclePer the terms of
the contract signed at the time of purchase, if Ms*** would like to cancel
the plan, she may do so and CarMax will issue a prorated refund based on the
miles and months left on the planThe refund would be issued in the original
method used to purchase the planMs*** may contact the CarMax in Danvers,
MA at 978-774-ext*** to begin the cancellation process
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

Thank you for forwarding the complaint
dated August 21, 2017, regarding the Vehicle purchased from the CarMax store
located in *** *** *** (“CarMax”) on or about May 1,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal;tab-stops:171.85pt">In the complaint, Mr***
describes concerns with the financing for the Vehicle, which he states included
his MaxCare extended service plan and GAP agreementMr*** states that
he refinanced the Vehicle loan with *** *** *** and indicates that his
new lienholder has not received the Vehicle title, as expectedMr*** notes
that he has been told he will be required to pay a title transfer fee (of an
undisclosed amount), and requests that CarMax assist with the cost of transferring
the Vehicle’s title.After receiving Mr***’s RevDex.com letter, CarMax researched his title concern with the North
Carolina *** ** *** ***Per the *** ** *** ***,
the Vehicle’s title was listed as assigned to *** *** *** as of August
26, Based on the information provided by the *** ** *** ***,
it’s CarMax’s understanding that this was corrected internally and Mr
*** would not have needed to pay a title transfer feeIf Mr*** paid
a title transfer fee to resolve this matter, CarMax would appreciate the
opportunity to reimburse this expense for himMr*** is encouraged to
contact the CarMax *** *** Business Office at *** (option 3),
to discuss next steps with submitting his receipt for reimbursement.CarMax appreciates the opportunity to
respond to this complaint
Please contact me at (***) ***-***,
extension ***, with any questions you may haveSincerely,
Kristina R***
Analyst, Executive Response Team

Dear Sir/Madam: Thank you for sharing Mr*** ***'s complaint with us and providing us with
the opportunity to respondMr*** raises issues in his complaint: (1) that
we failed to respond timely to his written dispute regarding our tradeline
information and (2) that on some occasions we
omitted to give him the
mini-Miranda warning during debt collection communicationsMr***'s desired
resolution is that we delete the disputed item from his credit reportFor the
following reasons, we cannot provide Mr*** with the relief that he seeksOn
March 21, 2017, Mr*** notified us by *** that we failed to respond
timely to his letter of February 2, 2017, in which he disputed an item on his
credit file relating to our tradeline informationIt is worth noting that Mr
*** did not specify the item on his credit file that he was disputingIn
response, we informed Mr*** that we had no record of his initial written
dispute, and that we had reviewed his account and confirmed the accuracy of the
information on our tradelineMr***'s *** and our response are
enclosed for your referenceIt is also worth noting that after we received Mr
***'s complaint to the Bureau, we contacted him to ascertain the piece of
information on our tradeline that he is disputingMr*** refused to provide
us with this informationMr*** alleges in his complaint that on some
occasions, we omitted to give him the mini-Miranda warningAgain, Mr***
provides no specificity regarding when this omission occurredEven though our
policy is to provide the mini-Miranda on all debt collections communications,
we are not required by law in the state of Maryland (which is where Mr***
resides based on his address and area code number) to provide the mini-Miranda
disclosureThat said, our records reflect that the last verbal debt collection
communication we had with Mr*** was on February 27, The transcript of
this conversation reflects that we provided Mr*** with the mini-Miranda
disclosureAs we indicated in our initial response to Mr***, we will
continue to reflect in our reporting that he disputes the accuracy of our
tradeline informationWe will be happy to reopen our investigation if Mr***
can provide clarity on the item on his credit file that he disputesIn the
meantime, we thank you, again, for bringing this complaint to our attention and
for the opportunity to provide this explanationIf you have any questions or
concerns regarding this matter, please do not hesitate to contact me directly
by phone at *** or by email at * ***Brent A***
Compliance Manager CarMax Auto Finance

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,
*** ***

September 14,
*** *** *** ***
Moorefield
Park Drive, Suite
Richmond,
Virginia
*** *** *** ***
Complaint
ID ***
*** *** *** (the “Vehicle”), VIN: ***
Dear Mrs***:
I am writing in response to your
letter dated August 21, 2015, wherein you forwarded a complaint from Mr
*** *** regarding the Vehicle purchased from the CarMax store located
in *** *** (“CarMax”) on or about June 12, 2015. Mr*** requested in the desired
settlement for CarMax to issue him a refund in the amount of $2,for the
difference in cost of a vehicle that includes a Premium Package
Mr*** mentioned in the complaint
that at the time of sale, the Vehicle was advertised as having a Premium
Package. However, after attempting to
use some of the Premium Package features, he discovered that only two out of
the ten options were installed on the Vehicle
CarMax’s records indicate that we have
been in contact with Mr*** to advise him of the human error that occurred
during the optioning of the Vehicle.
Additionally, CarMax has sent him check #*** in the amount of
$1,for the difference in package cost as agreed to by Mr***. Mr*** was satisfied with CarMax’s
resolution and understands that this mishap was not in an effort to
misrepresent the Vehicle
CarMax appreciates the opportunity to
respond to this complaint and considers this matter resolved
Please contact me
at *** extension *** with any questions that you may have
Sincerely,
*** ***
*** *** ***