Bastian Roofing, Inc.

March 30, 2017
Re: *** *** ***
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Complaint ID: ***
*** *** *** (the “Vehicle”),
VIN: ***
Thank you for forwarding the complaint dated March 28, regarding
the Vehicle purchased from the CarMax store located in *** ** (“CarMax”)
on or about January 23,
In the complaint, Miss *** states that she was not informed
that the MaxCare extended service plan that she purchased for the Vehicle only provided
coverage for up to 75,miles or monthsInstead, her understanding was
that it would cover an additional 75,miles from the mileage listed on the
Vehicle odometer at the time of purchaseDue to this, Miss *** states that
she was sold the MaxCare extended service plan under pretenses and requests
that CarMax extend the terms of her agreement or reimburse her the $*** that she
paid for the plan
As stated on Miss *** signed MaxCare Service Contract; “The
Service Contract ends when the Months indicated below (Months) from the
Purchase Date is reached or when the expiration miles indicated below (75,
miles) are registered on the odometer, whichever occurs first.”
Due to the information provided in Miss *** signed MaxCare
Service Contract, CarMax will not be participating in the resolution that she
seeks
If Miss *** would like a copy of her MaxCare extended service contract
e-mailed to her, she is encouraged to contact me at ***, extension
***
CarMax appreciates the opportunity to respond to this complaint
Please contact me at ***, extension ***,
with any questions you may haveSincerely,
Gabrielle P***
Analyst, Executive Response Team

April 27,
*** ***,
Operations Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: Mr*** ***
Complaint ID ***
Chevrolet
Cruze, VIN: *** (the “Vehicle”)
Dear Mrs***:
Thank you for forwarding the complaint dated April 11, regarding
the Vehicle purchased from the CarMax store located in Fayetteville, North
Carolina (“CarMax”) on or about December 4, 2015. Mr*** expresses concerns about
potential flood damage to the Vehicle, as well as brake concernsMr***
requests in the desired settlement for CarMax to provide a full refund for the
Vehicle
Mr*** brought the Vehicle to CarMax on or about December
16, 2015, for a concern he described as a squeaking noise coming from the
brakesCarMax diagnosed the vehicle at no cost to the customer, under the
terms of the Limited Warranty, and found that the vehicle was operating
normally and required no correction
CarMax does not have any record of being in communication with Mr
*** after this last visit on or about December 16, 2015, but was informed
about his flood damage concerns via receipt of this complaint. The Service Manager has reached out to Mr
***, and has communicated that CarMax would be happy to reexamine the
Vehicle for flood damage and brake concerns.
During the conversation with the Service Manager, Mr*** stated
he would bring the Vehicle in on 4/28/or 4/29/16. If it is found that pre-existing flood damage
is present, CarMax will work with Mr*** to complete a return of the
vehicle. CarMax will continue to remain
in contact with Mr*** regarding this concern. Should he have any questions in the meantime,
Mr*** is encouraged to reach out to the Fayetteville Service Team at
(910)864-6222, Option
CarMax
appreciates the opportunity to respond to this complaintIf you
have any additional questions, or would like to discuss this concern further, please
contact me at 1-800-519-ext***
Sincerely,
Stacie M***
Analyst,
Executive Response Team

Re: ***
*** ***
Complaint ID: ***
*** *** *** *** *** *** ***
Dear *** *** ***:
Thank you for forwarding the complaint dated *** *** *** regarding
the Vehicle purchased from the CarMax store located in Fayetteville, NC (“CarMax”)
on or about *** *** ***
In the complaint, *** *** stated that CarMax repaired cosmetic
issues with the paint on the Vehicle’s driver side doorOn or about June 10,
2017, *** *** noticed that the paint began to peel off of the driver side quarter
panel and took the Vehicle to his local auto body repair shopThey shared that
the driver side quarter panel was repaired incorrectly; therefore, *** *** is
requesting that the area be repaired at no cost to him
CarMax is currently working with *** *** and a local vendor to
complete the repairs at no cost to him, per his request
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,
*** ***
*** *** *** ***

Dear Sir/Madam: Thank you for sharing Mr*** *** complaint with us and providing us the opportunity to respondMr*** is upset about the number of calls he has received from us regarding his account and he would like the calls to cease. First, we wish to apologize
to Mr*** for our handling of his account and any inconvenience he experiencedUpon receipt of Mr*** complaint, we immediately updated our records to cease further calls to him. Our records reflect that we were calling Mr*** because his account was past due. On August 8, Mr*** expressed to one of our frontline associates that he would like us to stop calling himWe have established and documented procedures for handling do not call requestsUnfortunately, in Mr*** case, these procedures were not followedDisciplinary action has been taken against the associate responsible for the oversight. Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this explanationIf you have any questions or concerns, please contact me directly at *** or by email at *** * ***

June 8, 2017
RE: *** *** ** ***
Ford *** ***, VIN: *** (the “Vehicle”) Thank you for forwarding the complaint received in your
office from *** *** *** regarding the Vehicle purchased from the CarMax
in Charlotte, NC (“CarMax”) on May
22, 2017.
In the complaint, Mr*** describes concerns related to purchasing
the Vehicle and requests that CarMax refund the *** processing fee
On the date of purchase, Mr*** took delivery of the
correct Vehicle, but was presented with the wrong paperwork. Shortly after the purchase, CarMax recognized
the error in the paperwork, and delivered the correct paperwork to Mr***
in an effort lessen his inconvenience During
this process, Mr*** was informed that every CarMax vehicle comes with a 5-day
Money-Back Guarantee and no haggle-pricing.
Mr*** then completed the correct paperwork with his Sales
Consultant
On or about May 22, 2017, Mr*** sent an email to
CarMax Customer Relations detailing his experience and stating that his rear
right reverse light was not working. CarMax
agreed that Mr*** could take the Vehicle to his local repair facility and
CarMax reimbursed Mr*** for the repair
After receiving Mr***’s complaint, a member of CarMax
management reached out to Mr*** on June 8th, 2017, offering a
gesture of good will in the amount of ***, which Mr*** accepted.
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

[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,
*** ***

Dear Mrs*** ***
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal;tab-stops:101.2pt">
Thank you for forwarding the complaint
dated May 25, 2017, regarding the Vehicle purchased from the CarMax store
located in Buford, Georgia (“CarMax”) on or about October 19,
In the complaint, Mr***
describes concerns related to scratches on the Vehicle, a detached door panel,
and a hole towards the bottom of the door following a recent service
appointmentMr*** requests that CarMax assist by repairing or
replacing the door
Service records indicate that CarMax
diagnosed Mr***’s concerns with one of the power windows on or about
November 7, 2016, during the Vehicle’s 30-Day Limited Warranty periodAs part
of this repair, CarMax disassembled the door and completed repairs to the
window regulator at no cost to Mr***CarMax also assisted with the
following service work during the Vehicle’s 30-Day Limited Warranty period:
repairs to a seat reclining mechanism and the Vehicle’s radio, resealing of the
valve cover, as well as replacement of the steering wheel mounted switches, the
rear engine or transmission mount, a latch assembly cable, and the clock
springFollowing the conclusion of Mr***’s 30-Day Limited Warranty
period, he visited CarMax to have the following repairs completed under the
terms of his MaxCare extended service plan: replacement of the alternator (on
or about December 13, 2016), replacement of a rear wheel bearing assembly and a
tire sensor (on or about April 27, 2017), as well as replacement of the front
exhaust bracket (on or about May 1, 2017)
Following the Vehicle’s most recent
service appointment, Mr*** contact CarMax’s Customer Relations department
by phone on or about May 11, 2017, to express concern with damage to the sliding
doorService records indicate that Mr*** then visited the service
center on or about May 12, 2017, when CarMax inspected the area in question and
Mr*** stated he felt CarMax had caused the hole in the Vehicle by
improperly using a service liftBusiness documentation indicates that CarMax assisted
by reattaching the door panel and buffing out the scratch this same day at no
cost to Mr***During this appointment, CarMax determined that the hole
in the vehicle was not something that would have resulted from repair work or
use of a service lift, and shared with Mr*** that he would be
responsible for any repairs to address that concern
CarMax’s Customer Relations department
confirmed this information for Mr*** by phone on or about May 12, 2017,
then assisted with his questions regarding an engine concern and how to obtain
service records for the VehicleMr*** spoke with members of CarMax’s
Customer Relations department two additional times this same dayDuring these
calls, it’s noted that Mr*** stated that he had moved forward to have
the hole repaired under his insurance coverage for the VehicleMr***
called CarMax’s Customer Relations department again on or about May 15, 2017,
to state that he had taken the Vehicle to a Nissan service center for
diagnostic testing with the engine concernCarMax provided Mr*** with
the information he requested at that time regarding his MaxCare extended
service plan.
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed
Please contact me at (800)***-***,
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
[Provide details of why you are not satisfied with this resolution.] I'm unhappy because Car Max are liars and they should be a shamed of the things that they tell customers just to make a sellI will never go to another Carmax and I will tell everyone that I know that they are thievesThey should have never did work on my car when I specifically told them that I was coming back for my carSomebody needs to stop them from the fraudulent things that they do to innocent peopleThis was the worst experience that I have ever had in all my car buying daysThey owe me $***and I want my money back
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: ***
Regards,
*** ***

October
18,
*** ***, Operations ***
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
*** *** ***,
VIN: *** (“the Vehicle”)
Dear
Mrs***,
Thank
you for forwarding the complaint received in your office from ***
*** regarding
the Vehicle sold to CarMax of Birmingham, AL on August 5, In the
complaint, Mr*** states that due to an error, the Vehicle payoff has been delayed
and requests that CarMax pay off the loan immediately
On
or around September 7, 2016, CarMax became aware that although the payment for
Mr***’s loan was cleared on or around August 16, 2016, it was applied to an
incorrect account To correct this
error, CarMax worked alongside the lien holder to take the steps needed to ensure
Mr***’s loan was paid off in full.
At
this time, CarMax is happy to share that on or around October 14, 2016, Mr
***’s account was reported as closed and in good standing by the lien holder
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 1-800-519-ext
***
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

July 29,
Via Electronic Mail
*** *** *** *** ***
Revdex.com
***field Park Drive, Suite
Richmond, VA
Re: *** ***
Dear Ms***:
I
am
writing in response to your letter which forwarded the complaint of ***
***On September 22, 2014, Ms*** purchased a *** *** *** *** ***
(the “Vehicle”) from the CarMax of *** ** *** **. In her complaint, Ms*** is requesting
that CarMax assist her with obtaining a different vehicle.
Ms
*** did have several mechanical issues that were addressed under the terms of
the Limited Warranty. The Vehicle recently
had an engine concern that would cost around $2500.00. CarMax presented Ms*** with two options: to get the Vehicle repaired or to have the
Vehicle appraised. Ms*** declined
the appraisal offer for the Vehicle. As
a gesture of good will, CarMax offered to pay half of the repair and provided
Ms*** with a loaner vehicle
The
Vehicle has been repaired and returned to Ms***. If Ms*** would still like to sell of the
Vehicle, CarMax would be happy to reappraise the Vehicle
CarMax appreciates the opportunity to respond to this
complaintIf you have any questions, please call me at ***, ext
***
Sincerely,
*** ***
Customer Relations Analyst

August 9, 2016*** *** *** ***Re: *** *** ***Complaint ID *** *** *** (the “Vehicle”), VIN: ***I am writing in response to your letter dated July 26, wherein you forwarded a complaint from *** *** ***, regarding the Vehicle
purchased from the CarMax store located in ***, *** (“CarMax”) on or about May 7, 2016.CarMax’s records indicate that prior to submitting this complaint, Mr*** was in communication with CarMax’s Credit and Collections Department to assist with this matter However, Mr*** emailed CarMax’s Customer Relations Department about the details of his complaint on or about July 28, 2016, and has been in contact with them ever since.Mr*** can follow up with me directly at *** extension *** if he has any additional questions or concerns.CarMax appreciates the opportunity to respond to this complaint.Sincerely,Nekia W***Analyst, Executive Response Team

June 11,
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
*** ** *** ***
*** *** ***
Thank you for forwarding the complaintreceived in
your office from *** *** *** regarding the *** ***
*** *** *** *** *** that was purchased on or about April 11, at the CarMax
store located in *** *** *** (“CarMax”). At the time of sale Mr*** did purchase the
MaxCare Extended Service Plan (“MaxCare”) good for months or 125,miles
whichever occurs first. In this
complaint Mr*** is requesting for CarMax to fix the Vehicle and refund the
diagnosis charge
According to our records, Mr*** contacted CarMax with
concerns of a check engine light on CarMax scheduled an appointment for service on
or about June 1, 2015. CarMax informed
Mr*** that we could diagnose the Vehicle, but we may not be able to find
anything if the Vehicle didn’t store any codes and the check engine light was
no longer on CarMax encouraged MrMold
to continue to drive the Vehicle until the light came back on so that we did
not have to charge him a diagnosis fee.
Mr*** noted concerns that the light blinked one time, so CarMax then
offered to take a look at the Vehicle.
At that time, CarMax explained that MaxCare would not cover the
diagnostic fee unless there was a failed and covered component. Mr*** authorized the diagnosis of the
Vehicle. CarMax was able to pull code
Pfor multiple misfires, but it was not specific to any cylinder. CarMax was unable to duplicate the cause of
the misfires as they were not active.
Mr*** paid a discounted diagnosis charge of $80.50. With tax included, Mr*** paid a total of
$84.61.
CarMax is declining the settlement request as set forth in
the complaint There is no known failed
component to repair as of June 1, 2015.
However, if the check engine light comes on in the next days for a
misfire with same code and CarMax can duplicate a problem, then we will offer a
reimbursement of the diagnosis fee paid
CarMax appreciates the opportunity to respond to this
complaint.
*** *** ** ** *** *** *** *** ** *** *** *** ***
***
*** ***
*** *** ***

December 6, 2016 Revdex.com Serving Central Virginia, Inc. Moorefield Park Drive Suite 300 Richmond, VA 23236 RE : Consumer Complaint of *** *** Dear Sir/Madam: Thank you for sharing *** *** complaint filed on November 22, and providing us the opportunity
to respond Mrs. *** is unhappy with our processing time to refund her duplicate paymentMrs*** is requesting that her refund be expedited , and she is also requesting a refund of *** in overdraft fees. I am happy to report that Mrs*** received a refund of her payment on November 23, via *** overnight deliveryWe have conducted an investigation into Mrs*** concerns and found the following: October 7, 2016- Mr*** set up a recurring payment on *** for the 15th of every month in the amount of ***. November 12, 2016- Mr*** made an additional payment on *** in the amount of *** ***. November 15, 2016- The recurring payment posted to Mr*** account. November 16, 2016- Mr*** called us to advise that a double payment had been made and he requested a refund of one of his paymentsAs a matter of customer service, we agreed to refund one of his paymentsWe advised him of the process, requirements and the 14-day refund processing timeMr*** requested a rushed refund, and again, as a matter of customer service, we agreed to rush his requestMr*** was told that a rush refund takes 7-days. November 22, 2016- The refund was sent via *** ** overnight delivery. November 23, - *** ** confirms receipt of the refund days from Mr*** initial request. Also, as part of this investigation, I listened to recordings of the phone conversations relevant to the refund request. Unfortunately, I discovered that an associate provided Mrs*** with incorrect information on November 18, Specifically, an associate told Mrs*** that her refund would be sent that dayUnfortunately, this was incorrect, as the refund had only been approved that day and had not yet been processedThis was correctly communicated to Mrs*** later that same day in a separate phone callHowever, I apologize for the confusionWe would like to take this opportunity to apologize to Mrs*** for the miscommunication and to advise her that we have provided appropriate feedback to the associate. Thank you , again, for bringing this complaint to our attention and for the opportunity to provide this letter of explanationFurther, a ur findings indicated that both payments were authorized, we cannot provide Mrs*** with the additional relief she seeksIf you need any additional information regarding the above, please contact Jennifer A*** at (770) 792-***. CarMax Auto Finance Copy: *** ***

July 7,
*** *** *** *** Re: *** *** *** ***
Complaint ID: ***
*** *** *** (the “Vehicle”),
VIN: ***
Thank you for forwarding the complaint dated June 25, regarding
the Vehicle purchased from the CarMax store located in ***, *** (“CarMax”)
on or about June 24,
In the complaint Mr*** describes concerns with communication
and delays related to transferring the VehicleMr*** also states he was
not able to receive a temporary license plate for the Vehicle, which would
allow him to later acquire the desired veteran’s vanity plate with the Department
of Motor VehiclesHowever, Mr*** shares that he paid for and received a
standard license plate at CarMaxHe now requests that CarMax refund him the
amount that he paid for the standard license plate at the time of purchase
CarMax’s records indicate that the *** location has a few license
plate options available for customers to select from in-storeThese options,
however, do not include the veteran vanity license plateWhen a style of
license plate is requested that is not available in-store, CarMax’s policy
includes issuing a temporary tag at a cost of approximately $to the customer,
which allows the customer up to days to purchase the desired vanity license plates
at their local Department of Motor Vehicles office
While CarMax has no record of Mr*** request for a temporary
tag at the time of sale, a member of CarMax ***’s Business Office
department called Mr*** on or about July 12, and offered to refund him
the difference between the cost of a standard license plate and a temporary tag
feeCompany records indicate that Mr*** was unavailable at the time of
that call, so a message was left for himShould Mr*** wish to accept
CarMax’s offer, he is encouraged to call the CarMax ***’s Business Office
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
Moorefield Park Drive Suite
Richmond, Va.
Re: *** *** ***
Dear Mrs***,
Thank you for forwarding the complaint received in your
office from Mr*** *** regarding the
***
*** ***, VIN ***(the “Vehicle”) that
he purchased on or about
January 9, from the CarMax store located in Duarte,
California. In this complaint, Mr
*** is requesting replacement of a damaged mirror
After reviewing our records, it was determined that there
was a miscommunication and the part order was accidentally cancelled. CarMax has contacted Mr*** and informed
him that the part has been ordered and is scheduled to arrive on or about June
3, Mr*** will be notified when the part arrives.
CarMax apologizes for the delay in completing this repair
and appreciates the opportunity to respond to this complaint
Please call me at ***, extension ***, if you have
any questions
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
I have NOT received a check from CarmaxIf they had actually sent a refund, wouldn't they have told me that over the past few weeks when I called and they promised a call backThis cannot be a final resolution as they have not refunded my moneyFurthermore, I just tried to call MrD*** to no availPlease advise.
Regards,
*** ***

May 14,
*** ***, Operations Supervisor
"line-height:107%Times New Roman",serif">Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
*** ***
*** *** S (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 Virginia Beach, VA (“CarMax”)
on April 3rd,
In her complaint, Ms
*** referenced concerns with the history of the Vehicle and requested that
CarMax refund her down payment and transfer her loan to a different vehicle
Upon researching the
service performed on the Vehicle, CarMax addressed any service concerns via a certified
quality inspectionCarMax performed repairs that included a brake and tire
inspection along with the installation of a new gas cap on the vehicleMs
*** referenced issues on the Vehicle through technical service bulletins
(“TSBs”) by ***TSBs are not outstanding issues on Ms***’s specific
VehicleInstead, these are recommendations for how technicians may address a
repair for a vehicle model
There are no open recalls
present on the Vehicle at this time, per the National Highway Traffic and
Safety Administration databaseCarMax provided Ms*** with the necessary
resources to research any recalls for the Vehicle at the time of sale
CarMax would be happy to
address any service concerns Ms*** may have on the VehicleAny diagnosis
of these concerns would be at the expense of Ms***CarMax will not be
participating in any refund of a down payment or transfer of loan on the
Vehicle, as the amount of time elapsed exceeds any warranty or return policy that
CarMax offers
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
*** ***
Analyst, CarMax Customer Relations

March 28,
Re: *** *** ***
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Complaint ID: ***
*** *** *** (the “Vehicle”),
VIN: ***
Thank you for forwarding the complaint dated March 13, regarding
the Vehicle sold to the CarMax store located in *** *** (“CarMax”)
on or about March 19,
In the complaint, Dr*** describes concerns related to his
interaction with a CarMax associate during two visits to the store, the first
to obtain a written appraisal offer on the Vehicle, then a follvisit to
accept the written offer and to sell the Vehicle to CarMaxHe asks that the
CarMax Home Office contact him directly regarding his experience, additionally
requesting an apology from the associate named in his letter and the CarMax *** *** location
CarMax’s records indicate that Dr*** has retained an
attorney regarding his experienceCarMax’s legal department is working directly
with Dr*** attorney for a resolution
CarMax appreciates the opportunity to respond to this complaint
Sincerely,
Kristina R***
Analyst, Executive Response Team

August 21,
*** *** *** ***
"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 response received in your office from Ms*** regarding
her purchase of the Vehicle from CarMax of Ellicott City, MD (“CarMax”) on April
28th,
CarMax has not serviced
the Vehicle since approximately June of for a remote key concernPrior to
this visit, CarMax replaced the starter assembly of the Vehicle on April 30th,
under Ms*** limited 30-Day WarrantyThis repair included a
removal and replacement of the intake manifold gasket which MsCarroll
mentioned in her complaint
CarMax has not seen the
Vehicle in over two years, and, as a result, cannot make a determination of the
cause for any engine failureCarMax welcomes the opportunity to inspect and
repair the Vehicle at her expense
In the event Ms*** would
like to sell the Vehicle to CarMax, she is welcomed to have it appraisedCarMax
will not provide Ms*** with the resolution she seeks as the 5-day
timeframe CarMax offers for returning the Vehicle has passed
Thank
you kindly for providing CarMax the opportunity to respond to this matter
Sincerely,
*** ***
Analyst, CarMax Customer Relations