Bastian Roofing, Inc.

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,
*** ***
Yes they made an offer but we would still have to put ALOT OF MONEY DOWN, that we don't haveI am on disability I get paid once a month so I could not pay thatThey wouldn't even put the rest of the amount from the old car on to the new car.If I had the money I would not be going through this, I would have just got a new car by nowI could not get the stuff fixed yet because I don't have it and I have been shelling our money for all the repairsI even asked MS for help with fundsCarmax just doesn't understand what is going on with this lemon of a carAnd how can I return it if it didn't start acting up and the return policy had run out alreadyThank you *** ***

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 from CarmaxI did attempt to "trade in" my vehicle at the Dulles, VA location...not "sell" itAnd it was my understanding that while the vehicle is in their possession, that they would be responsible for whatever happens to/with the vehicleOtherwise, I would have not allowed them to drive it during the appraisal process without me being present. On September 3rd, Carmax offered me $and said it was because I had a transmission malfunction/noiseI informed them that my transmission worked completely fine on the way there, and I didnt have any noise when I parked itAfter hearing the noise for myself in the parking lot, I asked the person who drove my car, Matt D***, what happenedAt this time, and over the course of a week, he gave me three different stories as to how and when the noise happenedCarmax initially suggested they diagnose the issue at their location, which they did by one of their mechanics on September 3rd...and told me it was the Clutch PlateThey told me to leave my vehicle there at Carmax until Monday September 5th for further diagnosis because their "real" service department was closed, and that my vehicle was unsafe to drive off the lotAt this time, Matt offered alternate transportation...first a Carmax loaner (that happened to be unavailable because the service department was closed), then a rental (at my cost, which I declined), and last a rental (at their cost).Matt, from Carmax called me on Monday, September 5th and told me that they were unable to diagnose my issue, and because of that, they would send it to a third party shop that they normally deal withI specifically asked "who will be paying this bill"Matt agreed that they will pay for the tow there and back, as well as pay for the diagnostic at *** *** to "find out what exactly the issue is and how much it would cost." Matt also stated that after we know what was broken, and how much it would cost to repair my ***...that we would then decide who would pay the repair bill.On Thursday September 8th, *** *** did their basic initial diagnosis, and Randy informed me (including Carmax) that they could not determine exactly what the issue is, nor how much it would cost because of the configuration of my vehicleRandy, from *** *** then informed us that it would require about a hour job to properly diagnose the issue (tear it down) and get us a price on repair, at a cost of about $Without doing the hour process, according to Randy he could not tell Carmax, nor us what is broken, where the noise is coming from, and/or how much it would cost to fixHe also could not determine fault in his opinion at that time because he did not know what was actually broken or how it broke. After relaying this information to Matt, Carmax said that they did their part by providing the initial diagnostic service...and that they would not pay any more money to *** *** because they do not feel that they are at fault based on an assumption of what could be brokenI asked to speak to a managerOn September 9th, while speaking to John D***, the Operations Manager at Carmax, I informed him that Carmax still has not satisfied their part of the deal, which was to provide me with a diagnostic informing me exactly what is broken, and how much it would costI also learned from John D*** during this conversation, that the alternate transportation I was initially promised during this ordeal was not realMatt offered me a loaner vehicle on September 3rd, which apparently I could never have had according to John because I am not a "Carmax customer" (which I didnt find out until September 9th)I was also offered a rental car at my cost, which I declined seeing as though the initial offer for the loaner vehicle was freeThey then offered to pay for the rental when I picked up my ***, as long as I brought in the receiptJohn D*** informed me that this also was a lieHe told me that I would have had to pay for the rental, send the invoice to Carmax Corporate, and then it would take almost two months for them to approve it and send me a check in the mailAt the end of this conversation, John told me that he would discuss this entire issue and inconvenience with his other managers, and contact me on Monday, September with an answer to how we will settle.On September 12, John D*** and Matt both contacted me on conference callJohn stated that he and the managers concluded that they will not be responsible for any other fees associated with my vehicle because he could not understand how my vehicle could possibly have been broken during their test driveHe also stated that even if this wasnt the case, he could not authorize any repairs of this magnitude of costIt would have to come from higher upWhen I requested the "higher up" contact information, he refused and directed me to Carmax Customer Cr. On September 12, I authorized *** *** to complete the full diagnostic test to find out what was wrong with my ***, although Carmax says I never authorized that action as of September 20thIt is my position, that Carmax at least owes the $fee for the full diagnostic test/tear down because that is the only way to find out what the issue with the car was, and how much it would cost to repairThis is what Carmax promised to me prior to shipping my car to *** ***, and this is what should be paidIt is also my position that had Carmax not driven my vehicle knowingly making a loud and horrible noise (according to Matt he heard the noise prior to driving it), that the damage occured would not have been as extensive as it ended up being. I have reached out to Carmax multiple timesI also have reached out to the provided phone number and extension on this Revdex.com reply letter from Carmax and left a messageIts been a week and I still have not heard from anyoneThank you for allowing me to provide my rebuttal, and provide to more accuurate informationI can always be reached directly at ***. Regards,*** ***

June 12, 2017
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Re: *** *** *** ***
Complaint ID: ***
*** *** *** (the
“Vehicle”), VIN: ***
Thank you for forwarding the complaint
dated May 28, regarding the Vehicle purchased from the CarMax store
located in White Marsh, Maryland (“CarMax”) on or about March 31, 2017.
In the complaint, *** *** ***
describes a recent axle replacement that she had completed on the Vehicle*** *** *** requests that CarMax offer reimbursement for the cost of this repair
As *** *** *** mentions in her
letter, CarMax offers a 30-Day Limited Warranty period for mechanical concerns
that may arise soon after the date of purchaseCarMax’s records do not
indicate any service appointments for *** *** *** after she took ownership of
the VehicleAfter receiving her Revdex.com letter, CarMax White
Marsh’s Assistant Service Manager called *** *** *** hoping to discuss her
concerns on or about June 2, 2017, and left a voicemail after being unable to
reach her directlyAs of June 12, 2017, CarMax has not yet received a return
call from *** *** ***
CarMax would appreciate an opportunity
to speak directlywith *** *** *** regarding this concern and encourages her to call
the 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 R***
Analyst, Executive Response Team

December 4,
*** ***, Operations
Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Mr*** ***
Complaint ID ***
*** *** *** (the “Vehicle”), VIN: ***
Dear Mrs***:
I am writing
in response to your letter dated November 9, 2015, wherein you forwarded a
complaint from Mr*** *** regarding the Vehicle purchased from the
CarMax store located in Brandywine, Maryland (“CarMax”) on or about September
12,
CarMax apologizes for the inconvenience that
Mr*** has experienced with the Vehicle.
CarMax associates have attempted to contact him on or about November 18,
and on or about November 30, to invite him in to re-address the noise
concern with his brakes. Messages were
left on both occasions
CarMax encourages Mr*** to contact
CarMax’s Service Manager, Gerald G***, directly at *** extension *** if he would like to schedule an appointment to re-address this concern at
no cost to him under CarMax’s 6-month of 6,mile warranty
CarMax appreciates the opportunity to respond
to this complaint and looks forward to the opportunity to connect with Mr
***
Please contact me at (855)562-extension *** with any
questions you may have
Sincerely,
Nekia W***
Analyst, Executive Response Team

May 4, 2016*** ***, Operations SupervisorMoorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mrs*** ***Complaint ID *** ** (the “Vehicle”), VIN: ***Dear Mrs***:I am writing in response to your letter dated April 18, wherein you forwarded a
complaint from Mrs*** ***, regarding the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”) on or about February 25, Due to an ongoing leaking concern, Mrs*** requested in the desired settlement for CarMax to take full return of the Vehicle.Mrs*** has been in communication with CarMax’s Customer Relations and Service Management Teams regarding this matter As of April 28, 2016, CarMax has repaired the leaking concern at no cost to Mrs***.CarMax’s Customer Relations Team later contacted Mrs*** on or about May 3, to follow up on the status of the repairs and was advised that the leaking concern has been resolved Should Mrs*** have any additional questions or concerns regarding the mechanical quality of the Vehicle, she is welcome to contact CarMax’s Service Department directly at (951)324-ext*.CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.Please contact me at (855)562-extension *** with any questions you may have.Sincerely,Nekia W***Analyst, Executive Response Team

September
11,
***
RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
VIN:***
Dear Ms***,
Thank you for forwarding the
complaint received in your office from Ms*** as it pertains to her purchase
of the Vehicle from CarMax of Milwaukee, WI (“CarMax”) on June 16th,
In the complaint, Ms***
requests that CarMax complete a refund and replacement for the Vehicle due to
repair concerns since purchase
CarMax repaired several different
concerns related to the Vehicle after Ms***’s purchaseAll of these
concerns were addressed under the terms of CarMax’s Limited 30-Day WarrantyThese
included concerns with the transmission and engine on the Vehicle
In the interest of customer service,
CarMax agreed to provide a return of the Vehicle per Ms***’s request
At that time, CarMax also agreed to provide alternate transportation to Ms
*** while she was waiting for the Vehicle to be repaired and returned
This was completed on September 4th,
In the event that Ms*** has
any further questions, she is welcomed to contact me at 1-800-519-1511, ext
Thank you for providing CarMax the opportunity to respond to this matter
and CarMax considers this matter resolved
Sincerely,
*** ***
Analyst, Customer
Relations

August 9th, 2016*** *** *** ***RE: *** *** *** *** *** *** *** *** Thank you for forwarding the complaint received in your office from Ms*** regarding her attempt to sell the Vehicle to CarMax
of *** ** (“CarMax”) on approximately July 13th, In her complaint, Ms*** requested that CarMax honor the original appraisal offer she received during her initial visit to CarMax of *** *** CarMax (of ***, IL) spoke with Ms*** on approximately July 22nd, 2016, explaining that a system error occurred at the time of the second appraisal, which affected their ability to see the initial offer presented to her by CarMax of ***, IA After rectifying this and explaining the system error, CarMax of ***, IL confirmed that they would be happy to offer her the original appraisal value of $*** However, Ms*** informed CarMax that she has since sold the Vehicle to another dealership and would not be accepting this offer. CarMax appreciates the opportunity to respond to this complaint and encourages Ms*** to contact me at ***, ext*** if she has any additional questionsThank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D***
*** *** *** ***

Dear Mrs*** ***
"line-height:115%>Thank you
for forwarding the complaint dated March 5, 2018, regarding the Vehicle
purchased from the CarMax store located in *** ** (“CarMax”) on or about
February 13, In the complaint, Mr*** states that he was asked to
return the Vehicle weeks after purchasing due to a funding issue with his
finance contractMr*** requests to keep the Vehicle
According
to business records, CarMax was contacted by the customer’s finance company and
informed that the proof of income provided by Mr*** was not sufficient,
and they had declined to provide financing for the Vehicle purchaseThey
requested additional documentation in order to move forward with the contract
CarMax
requested additional pay stubs from Mr***, which he provided on March 5,
CarMax has been actively working with Mr*** and the finance company
to secure funding for the VehicleAs of today, March 14, 2018, the purchase
has been funded so that Mr*** can keep the Vehicle and CarMax has
informed Mr***
CarMax appreciates the opportunity to
respond to this complaint and to address Mr***’s concernsPlease contact
me at (800) ***, extension ***, with any questions you may have
Sincerely,
Emilee S***
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 have never done anything wrong with Carmax. This is unacceptable
Regards,
*** ***

December
29, 2015*** ***, Operations Supervisor
Moorefield Park Drive, Suite 300Richmond,
VA 23226RE: *** ***VIN: *** *** *** *** (the “Vehicle”)Dear Mrs
***, Thank you for forwarding
the
complaint received in your office from *** *** regarding the purchase
of the Vehicle from CarMax of Charlotte, NC (“CarMax”) on August 18, 2012. In her complaint Ms*** states that the
Vehicle has had ongoing service concerns, including the Vehicle cutting off on
or around December 11, 2015, and requests that CarMax pay the remainder of her
loan. On December 11, the Vehicle was
brought to CarMax for service. CarMax attempted
to diagnose the Vehicle but was unable to duplicate the concern. CarMax sublet the vehicle to a local Dodge
dealership who could not duplicate the concern.
CarMax recognizes that Ms*** is
dissatisfied with the Vehicle. While
CarMax remains committed to repairing identifiable issues, CarMax is unwilling
to provide any additional relief. Should
Ms*** wish to sell the Vehicle, she is welcome to bring it to CarMax for
an appraisal.If
Ms*** has any additional questions, she may contact me at 1-800-519-ext
***.Sincerely,Jennifer
L***
Analyst,
CarMax Customer Relations

December 29,
*** *** 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 Greensboro, NC (“CarMax”) on June 12th, In her
complaint, Ms*** requested that CarMax replace the Vehicle due to oil
consumption concerns since her purchase
Prior to filing this complaint, on
December 28th, 2015, Ms*** contacted CarMax Customer
RelationsCarMax worked with a Chevrolet dealership to address the concerns on
the Vehicle and complete a diagnosisIn the interest of customer service, returned
the Vehicle on January 18th, 2016, and refunded Ms*** of all
expenses since her purchase
In
the event Ms*** has any further questions, she is welcomed to call me at
1-800-519-1511, extension ***
Thank you for giving CarMax the
opportunity to respond to this matter
Sincerely,
Curt
***
Analyst,
CarMax Customer Relations

March
16,
*** *** *** ***
RE: *** *** ***
*** *** *** *** *** *** (“the Vehicle”)
Thank
you for forwarding the complaint received in your office from *** *** ** *** regarding the Vehicle purchased from
CarMax of Tampa, FL (“CarMax”) on
or about February 22, In the complaint, *** *** describes service
concerns related to the Vehicle’s valve cover gasket and requests that CarMax reimburse
her $***for the amount that she would need to pay to have the valve cover
replaced
On
or about of February 27, 2017, Mrs*** reached out to CarMax, stating
that she had taken her Vehicle to a repair facility outside of CarMax for a
tune upUpon completion, the repair facility shared that they had found oil
leaking on the motor and spark plugs of the Vehicle. At the conclusion of Mrs*** conversation
with CarMax, she indicated that she believed the cause of the leak was due to
previous repair work performed by CarMax.
After
researching, CarMax confirmed that they had replaced the Vehicle’s valve cover
gasket on or around February 1, 2016; which was, at that time, well outside of
CarMax’s 6-month or 6,mile warranty.
As a gesture of customer service, CarMax offered to look at the Vehicle
to determine what assistance could be providedThis offer was decline by Mrs
*** as she stated that the repairs were already in progress at another
facility
Following
the above interaction, a member of CarMax management left Mrs*** several voicemails between the dates of March 9, and March 14, 2017, but has yet to
hear back from Mrs*** as of today’s date.
CarMax
would like to learn more about the repairs that were completed on the Vehicle
to see if there is any assistance that can be extended. If Mrs*** would be willing to
provide documents regarding the recently completed repairs, CarMax would be happy
to review them. Mrs*** is
welcome to email any applicable documents to *** for review.
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 *** ext
***
Sincerely,
Cristen
P***
CarMax
Customer Relations

July 2,
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, Va.
*** *** ***
Thank you for forwarding the complaint received in your
office regarding the *** *** ** ***
*** ***(the “Vehicle”) that he purchased on
or
about February 21, from the CarMax store located in *** *** ***
As stated in the complaint, Mr*** had concerns regarding
the color of the passenger right rear doorHe stated that the color of the
door appeared to be darker than the rest of the Vehicle On or about June 25, the *** *** at CarMax met with Mr***, looked at the Vehicle and determined that
the rear passenger side door needs to be repaintedMr*** was asked to drop
the Vehicle offHe was given a loaner vehicle to drive while his Vehicle is
being repaired
CarMax regrets any inconvenience that this may have caused
Mr***CarMax appreciates the opportunity to respond to this
complaint. Please call me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***
*** *** ***

March 22nd,
*** ***, 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 Gilbert, AZ (“CarMax”) on July 2nd,
At
that time, 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 $In her complaint, Ms*** requested repair of
the Vehicle for a check engine light concern free of charge under the ESP
CarMax
was aware of Ms***’ concerns on the Vehicle prior to receiving this
complaintA review of CarMax service records indicate that repairs were
completed on the Vehicle to address a check engine light concern on November 19th,
At that time, CarMax determined that the fuel cap failed, causing the
check engine light to come onCarMax replaced the fuel cap and the check
engine light turned off
Ms
*** scheduled an additional appointment on February 3rd, 2016, for
a check engine light concern; however, did not show for this appointment
CarMax would be happy to diagnose any of Ms***’ concerns if she would
like to make an appointmentIf there are any repairs needed that are related
to previous repairs which were completed, Ms***’ concerns may be covered
free of charge under CarMax’s 6-month, 6,000-mile guarantee if Ms*** has
not exceeded the mileage parameters
CarMax service department
can be reached at (480) 518-8101, option If Ms*** has any further
questions, 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 sharing *** ***'s complaint and providing us the opportunity to respondMs*** claims that the vehicle she purchased from CarMax Auto Superstores, Inc(our "Dealer Affiliate") has been having mechanical issues, which has impacted her ability to keep her account
currentMs*** is seeking additional time to bring her account current to prevent vehicle repossession.Upon receipt of Ms***'s complaint, I researched her account and found the followingThe account is currently days past duePer the attached payment history, you can see that over the life of her contract we have provided Ms*** with late fee waivers and payment defermentRegarding Ms***'s vehicle condition claim, our records reflect that she purchased a vehicle service agreement with the purchase of her vehicleHowever, our Dealer Affiliate has no service record for Ms***.Based on the above finding we cannot provide Ms*** the relief that she seeksAs of March 1, 2017, Ms***'s account charged-offAs such, her outstanding balance of $14,is now due and payable in fullIf Ms*** would like to discuss payment options on her remaining balance, she should contact John C*** at ***.Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this explanationIf you need any additional information regarding the above, please do not hesitate tocontact me directly by phone at *** *** or by email at ***

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,
*** ***

Dear MrsJ*** ***:
class="MsoNormal" "margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal;tab-stops:101.2pt">
Thank you for forwarding the complaint dated July 31, regarding
the Vehicle purchased from the CarMax store located in *** *** *** (“CarMax”)
on or about June 17,
In the complaint, Ms*** states that she was unable to
refinance the Vehicle within CarMax’s three-day interest-free window due to
CarMax returning her credit union’s check, stating the amount was shortMs
Penny shares that after attempts to resolve this at the store and corporate
level with CarMax, her desired settlement is to return the Vehicle
On or about August 5, CarMax completed a full return of the
Vehicle, per Ms***’s desired settlement
CarMax appreciates the opportunity to respond to this complaint
and considers this matter closedPlease contact me at ***, extension ***,
with any questions you may haveSincerely,
G*** P***
Analyst, Executive Response Team

February
16,
*** *** *** ***
RE: Mrs*** *** ***
*** *** ** *** *** *** (“the Vehicle”)
Thank
you for forwarding the complaint received in your office from Mrs*** *** *** regarding the Vehicle purchased from
CarMax of *** ** (“CarMax”)
on April 9, In the complaint, Mrs*** *** describes multiple
service concerns which arose after CarMax completed repairs on the Vehicle last
year
On
or around October 4, 2016, *** *** *** brought the Vehicle to CarMax stating
the Vehicle was overheatingCarMax completed a diagnosis of the Vehicle and
determined that the radiator needed to be replaced, due to a coolant leak. This repair was completed under the terms of
*** *** *** extended service plan and, as a gesture of customer
service, CarMax covered the cost of the plan’s deductible
On
or around October 17, 2016, *** *** *** contacted CarMax Customer
Relations advising them that she had the Vehicle towed to a *** authorized
repair center after the Vehicle broke downA CarMax manager contacted a
service member at the *** dealership, who shared that the radiator fans had
not been closed during a previous repair, which caused the Vehicle’s additional
failure. The needed repairs were
completed at *** and covered by *** *** *** extended service plan
On
or around January 27, 2017, *** *** *** again contacted CarMax Customer
Relations and advised them that the Vehicle was back at the *** authorized
repair center due to a blown head gasket.
A claim for the needed repairs were submitted to *** *** ***
extended service plan and an inspector visited the *** dealership in order to
determine coverage for the repair. Results
of the inspection showed that the Vehicle’s engine needed to be replaced as a
result of previous repairs completed by CarMax.
Therefore, CarMax offered to covered the cost of an engine replacement
completed by ***
CarMax
wants to have *** *** *** back with any repairs or additional costs
associated with previous work completed on the radiator and will reimburse her the
cost of having the Vehicle towed to the *** dealership. CarMax will also reimburse *** *** *** the amount she paid for the deductible on repairs related to the
radiator. CarMax management has spoken
on the phone with *** *** *** about this offer, and *** *** ***
will be providing the appropriate documentation needed to process a
refund. After CarMax receives the needed
paperwork from *** *** ***, a refund check will be processed within
7-business days and then will be mailed to *** *** ***
CarMax
appreciates the opportunity to respond to this complaint and to assist *** *** *** with costs associated with the repair of the Vehicle. 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

Re: *** *** ***
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Complaint ID: *** *** *** *** *** *** ***
Dear *** *** ***:
Thank you for forwarding the complaint dated June 19, 2017, regarding the Vehicle purchased from the CarMax store located in *** *** (“CarMax”) on or about September 10, At the time of sale, *** *** also purchased a 60-month or 125,000-mile MaxCare extended service plan This plan carried a $deductible if the Vehicle was brought back to CarMax for repairs or a $deductible if it was taken to another authorized repair facility outside of CarMaxIn the complaint, *** *** mentions that she has been unable to utilize the Vehicle as intended; due to it being in CarMax’s possession for a total of ten out of the twenty months that she’s owned it for repairs *** *** is requesting for CarMax to allow her the ability to exchange the Vehicle for anotherAccording to CarMax’s records, the Vehicle has been brought in to CarMax’s Service Department on three short-stay occasions for a key code programming, brake service, and under hood noise concern These repairs were either covered under the terms of CarMax’s 30-Day Limited Warranty or at no cost to *** ***, as a gesture of customer service In addition to the above three concerns, the Vehicle was also brought to CarMax and sublet to a dealer service center for an engine and transmission replacement, between the dates of July 20, and September 21, During this time, CarMax provided *** *** with transportation at no cost and waived the amount of her deductible, as a gesture of customer serviceMore recently, on June 19, 2017, *** *** brought the Vehicle back to CarMax for an engine hesitation concern CarMax has since sublet the Vehicle to the Ford dealer service center for repairs While the Vehicle is outside of CarMax’s 6-month or 6,000-mile warranty for any of the previous repairs performed, CarMax has elected to waive the amount of her MaxCare extended service plan deductible for this repair, as an additional gesture of goodwillCarMax will not be participating in offering an exchange of the Vehicle but would be happy to re-appraise it at its current market value CarMax would like to note that they are committed to ensuring that the Vehicle’s concerns are addressed accordingly before the Vehicle is returned back to her Should *** *** elect to remain in the Vehicle, she is encouraged to stay in communication with her Service Consultant for repair updatesCarMax appreciates the opportunity to respond to this complaint and considers this matter closedPlease contact me at *** *** *** with any questions you may haveSincerely,
*** ***

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
1) We were told when we purchased the car that most likely the Carmax service department could handle any problem that would come up concerning our SmartWe had it back to there shop twice for an overheating problem, 1st time because a fan was making a rubbing noise and 2nd when this noise went away and the car was overheating with AC on sitting at a stopNeither time was this problem fixedNow this 3rd time the car stopped running altogetherUnderstand the 2nd time we brought it in we were given a loaner car as we dropped it off, not after any diagnosis was made to determine anythingAnd this second time was far past any day period we are just now finding out aboutMy desire for a full refund is because of this lie that their service department can fix our carThey have no one that can do anything to itTherefore if they want to advertise as a reputable dealership they should offer me a full refund of the original cost as it has been to no avail for us. 2) Mr*** as well as the service department have all of our contact numbersWe have no othersI have been there twiceWe've called Mr*** and he hasn't returned the callsWe have authorized them to send the car to West Memphis for repairsThey have not done so. 3) So far I have dealt with several "customer service" people that work Carmax's Facebook pageSo far I always get a cheery "we want you to be satisfied with our service" form message, but no serious efforts to work on my behalf to get the Memphis Carmax management to do anythingThey say they are in "constant contact" with them, but we still only have the one call to my wife's cell phone, which she has silenced because of her office cell phone policyShe called back and left voice mails which have done nothingIt's Friday now and nothing will get done until late Monday. If they showed up tomorrow with a running Smart in my driveway I will not be satisfiedThis is about to go into its 4th weekThey have don't nothing but made the use of the extended warranty a hassle for the main reason of me not using itYes I will get a refund on my remaining time with the warranty after this is doneBut I'm sure there will be fees and ETF's that are going to eat most of what I believe I have comingOf course Carmax is going to say they have nothing to do with thisThey only SELL the warranties And pocket the money.
Regards,
*** ***
***