Bastian Roofing

June 16, [redacted] Moorefield Park Drive, Suite 300Richmond, Virginia [redacted] Complaint ID [redacted] [redacted] *** I am writing you in response to your letter dated June 1, 2015, wherein you forwarded a complaint from [redacted] Mrs [redacted] requested a phone call from a [redacted] at the CarMax store located in [redacted] , [redacted] (“CarMax”) to discuss a previous service concernCarMax’s records indicate that Mrs [redacted] was contacted by a [redacted] on or about June 8, to address her concerns as requestedCarMax appreciates the opportunity to respond to this complaint and considers this matter resolvedPlease contact me at [redacted] extension [redacted] with any questions you may haveSincerely, [redacted] ***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowI do not feel this is the appropriate ***er to resolve the issue as I would still be spending $$ to correct an issue that stemmed from their negligenceIn my original complaint, I advised that they were willing to perform the alignment in an effort to prevent any additional damage to the tires, however, extending an offer to me to purchase tires at cost does not represebt them taking full responsibility for the damage that occurred prior to the alignmentThey've acknowledged on more than one occasion that the alignment caused the damage, minimal or otherwiseThe challenge seems to be that because the tire treads pass state safety standards and CarMax safety standards, CarMax does not feel the need to assume responsibilityI don't see how the customer is being treated fairly by paying $$ to replace tires that were damaged as a result of REQUIRED maintenance not performed prior to saleWhy should the customer be penalized for their mistake? Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***To whom it may concern,The issue with the [redacted] 550i is absolutely not resolved simply because I had the wheel and tire issue resolved; That was done so that I wouldn't have to drive a vehicle that is, by the Maryland Code of Regulations, unfit for road useThis is the just tip of the iceberg, but the vehicle itself is still an issue.This is the second time I purchase a vehicle from CarMax and have a tremendous number of issues with itA minor problem here and there is to be expected with a used vehicle, but not something so grossly negligent that the vehicle sold to me was in no condition to pass MD state inspectionThe fact of the matter is with such extensive repairs done, nobody made a point to address this with me prior to completion of sale, or even for several months afterThis misstatement of material facts is absolutely unacceptable, and shows exactly what kind of unethical sales mentality CarMax condones and fosters with its personnel.When the car was brought in for service in February, the overwhelming consensus with the CarMax service department was that the vibration I was feeling was the Lane Departure Warning, which my vehicle is not equipped withWithin the first hour [redacted] had the car, they had given me a firm diagnosis that the vibration is caused by a bent wheel and bubbled tireAfter having them inspect the repairs CarMax had done, they stated while they can't make an assumption the car was in an accident, it looks like it had run over somethingBetween that and the three bent wheels/one damaged tire, it's appalling that none of these red flags were addressed.I've tried to be civil over the course of this entire process, but for this to have dragged on from November until now is unbelievableNobody wants to admit fault or take the necessary actions to resolve this issue, only deflection and half-hearted apologies when confronted with factsAt no point in time was a true resolution offered; it was either sell the car for a substantial economic loss, or have the repair done, but neither addressed the fact that I was sold a vehicle that put my safety, the safety of my passengers, and the safety of other drivers in jeopardyI maintain that the only resolutions to this issue are either full restitution for all related cash outflows, or a replacement vehicle of the same value to be inspected by a third party, because apparently CarMax is fine with passing vehicles that the State of Maryland wouldn't.Sincerely, [redacted] **

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , 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.]The response by the business is not accepted because at the time, MrTovmas P [redacted] sales assistant assured that the document processing fee would not be included in the final price of the vehicleCarmax and their sales associates misrepresented the vehicle offer, in addition to taking advantage of [redacted] year old person that needed language assistance and requested language assistance several timesThese are unethical and unacceptable business practicesI will surely post this response to social media to inform prospective customers of the nefarious actions and abysmal customer service at CarMax Regards, [redacted] ***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I reject the proposition, since the unit was functioning well before when it was in service for repairThey should be accountable for their actions, not blaming that for the extended warranty was overI paid for the repair of the leak power steering, after I found out about the expiration of the warranty I never had this kind of issue before, and I have been buying my vehicles from Carmax putting my trust on their honesty and fair dealingIt is so disappointing for me to go through this and especially when the manager was so arrogant in his behavior Regards, [redacted] ***

Thank you for forwarding the complaint received in your office from Mr [redacted] [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on or about October 18, In the complaint, Mr [redacted] describes the Vehicle being optioned as having a Hydraulic 4x switchHowever upon further inspection of the Vehicle it was confirmed that it only has FWD As a result of these concerns, Mr [redacted] requests that CarMax buy back the Vehicle in full According to CarMax’s records, Mr [redacted] reached out on or about August 15, Prior to this, CarMax had no knowledge of his concernCarMax has been in contact with Mr [redacted] and provided alternative options for his desired resolution in the interest of customer serviceMr [redacted] agreed to these options on or about November 6, CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved If you have any additional questions or would like to discuss this concern further, please contact me at 1-***-***- [redacted] ext*** Sincerely, Kaitlyn C***

[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 [redacted] , 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: [redacted] Regards, [redacted] I am sorry for the late replyThe problems were fixed and we came to a satisfactory agreementI am pleased with how they handled the issue

October 5, [redacted] ***, Operations [redacted] Re: Ms [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated October 3, regarding the Vehicle purchased from the CarMax store located in ***, [redacted] (“CarMax”) on or about November 18, In the complaint, Ms [redacted] states that CarMax failed to disclose that the Vehicle had been involved in an accident prior to purchase, and is therefore requesting that CarMax buy back the Vehicle in full CarMax shared the Vehicle’s [redacted] Vehicle History Report with Ms [redacted] at the time of sale, which reported that the Vehicle had not been in any previous accidentsCarMax uses [redacted] because it is the industry standard for transacting among dealerThis vehicle history source includes condition announcement data from the nation’s largest auction houses, as well as vehicle information from all states and the [redacted] While this gives CarMax and other reputable dealers confidence in [redacted] , as specified on the report itself, not all accidents or issues are reported to [redacted] For this reason, CarMax cannot guarantee the accuracy of the information provided in [redacted] , and do not rely on [redacted] exclusively to determine whether a vehicle meets CarMax’s quality standards Additionally, CarMax does not claim that it does not sell vehicles that have been involved in accidentsHowever, CarMax does guarantee that, at the time of sale, every retail vehicle has accurate mileage and is not and has never been designated as salvage or flood on the vehicle’s Certificate of Title – or we’ll buy it backCarMax also guarantees that the vehicles they sell do not have frame damageAt the time Ms [redacted] purchased the Vehicle, it did not have a title brand or frame damageTherefore, making it saleable by CarMaxBased on the above information, CarMax will not be providing Ms [redacted] with the resolution she seeksIf Ms [redacted] is still interested in selling the Vehicle, she is welcome to bring it to her closest CarMax in order to have it appraisedCarMax appreciates the opportunity to respond to this complaintPlease contact me at (800)519-1511, extension ***, with any questions you may haveSincerely, Gabrielle P [redacted] Analyst, Executive Response Team

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The issue is I was NEVER shown the Vehicle History Report that Carmax claims to have shown meIt was NEVER shown to me, nor is it in my paperworkThe fact they are saying they did, is calling me a liarTheir story does not line upIf I had been shown this I would not have purchased the vehicle, and they knew this because we asked several times if it had been in an accidentPlus, I have requested this piece of paper / Vehicle Report emailed to meI have been told by the sales supervisor and CarMax main office that I would be emailed thisNope, nothing has happened, which seems fraudulentI would like this email to me as proofIt should show the March 23, date to prove it was shown to meAt this point, I am going to file this with the state attorney general for both California and the main office in VirginiaAfter this I will see about legal proceedings Regards, [redacted] ***Ms [redacted] claims that “the report was presented to Ms [redacted] on March 23, 2015, during the sales process, and indicates an accident reported on AutoCheck for the Vehicle, listed as having taken place on March 1, 2009.” This would have been odd as that I did not purchase the vehicle or even have a “sales process” until March 26,

Thank you for forwarding the complaint received in your office from Ms [redacted] regarding the Vehicle sold to CarMax of [redacted] [redacted] (“CarMax”) on or about March 27, In the complaint, Ms [redacted] mentions that since the sale, she has received delinquent notices from the [redacted] regarding the Vehicle’s registrationAs a result of these concerns, Ms [redacted] requests that CarMax change the title and pay the registration fee CarMax would like to note that upon their purchase of the Vehicle, a release of liability form is sent to the [redacted] ***According to CarMax’s records, this form was sent both after the sale and again in December, per MsDella Donna’s requestCarMax also spoke with Ms [redacted] on or around December, and provided her with the necessary documentation should she prefer to also send it in herself with the notices CarMax would also like to note that the title is not changed to a new owner’s name until the new consumer owner of the Vehicle completes this process with the appropriate agencies CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved If you have any additional questions or would like to discuss this concern further, please contact me at 1-***-***- [redacted] ext*** Sincerely, Kaitlyn C***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , 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, [redacted] we agreed to getting [redacted] that is all we agreed tooWe are still owed [redacted] .carmaxx knows they are in the wrong, you wouldn't just give me [redacted] that easily just becauseI will not accept any offer that's not [redacted] This isn't fair and carmaxx knows it

June 8th, [redacted] RevDex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] the “Vehicle”) Dear Mrs ***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on March 2nd, In his complaint, Mr [redacted] states that the tires on the Vehicle are the incorrect size and type and requests CarMax replace the tires on the Vehicle with the correct size CarMax was aware of Mr [redacted] concerns prior to receiving this complaintOn approximately March 23rd, 2016, Mr [redacted] brought the Vehicle to CarMax with the same concern regarding the tires on the Vehicle CarMax inspected the tires and noticed that the tires matched the manufacturer’s specifications for size and typeAt that time, CarMax communicated this with Mr*** During this inspection, CarMax also completed a tire rotation and found the tires to meet state inspection standards CarMax would be happy to replace the tires on the Vehicle per Mr [redacted] request; however, that would be at the expense of Mr***If Mr [redacted] has any further questions regarding this concern, he is welcomed to contact me at [redacted] ext*** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D***

Re: [redacted] Complaint ID: [redacted] Dear [redacted] ***: Thank you for forwarding the complaint dated [redacted] ***, regarding the Vehicle purchased from the CarMax store located in Merriam, Kansas (“CarMax”) on or about [redacted] *** In the complaint, [redacted] briefly describes concerns with changes to her credit profile following the purchase of two vehiclesShe expresses her frustration with service appointments impacting the amount of time that she has been in possession of the Vehicle, as well as challenges with duplicating her transmission concerns [redacted] requests that CarMax repair the Vehicle Business records indicate that the Vehicle arrived to CarMax for a service appointment on or about [redacted] *** The Vehicle was sublet to a [redacted] during this appointmentAfter diagnosing an engine power concern for [redacted] ***, the Vehicle’s throttle body assembly was replacedThe Vehicle returned to CarMax with an illuminated check engine light on or about [redacted] ***, and was sublet again to the [redacted] Replacement of the Vehicle’s right rear oxygen sensor and the transmission mount took place during this appointment [redacted] took the Vehicle to CarMax next on or about [redacted] ***, when an alignment was completed While a concern related to the transmission was not duplicated while the Vehicle was in for service, records indicated that the Ford service center completed a module reprogramming during the appointment [redacted] contacted CarMax’s Customer Relations department by phone on or about [redacted] ***, regarding the above referenced concerns [redacted] visited CarMax on or about [redacted] ***, at which time the Service Manager test drove the Vehicle with [redacted] *** Documentation from this visit indicates that hesitation and vibration at idle did not present themselves at that timeThe Vehicle was taken on multiple test drives following this and CarMax was unable to duplicate any transmission issues The Vehicle returned to CarMax for additional transmission concerns on or about [redacted] ***, and [redacted] ***’s rough shifting concern was unable to be duplicated Both CarMax and a [redacted] have not duplicated the transmission issues that [redacted] has described [redacted] *** is encouraged to reconnect with the CarMax service center ( [redacted] for information regarding the repairs that have taken place since the date of purchase, or for any unaddressed questions that she has about the Vehicle CarMax appreciates the opportunity to respond to this complaint Please contact me at [redacted] , extension ***, with any questions you may have Sincerely, [redacted] ***

July 7th, [redacted] RE: [redacted] Thank you for forwarding the complaint received in your office from Mr*** regarding his purchase of the Vehicle from CarMax of [redacted] , ** (“CarMax”) on April 19th, At the time of purchase, Mr [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months or until the Vehicle exceeded 75,miles with a deductible of $**In his complaint, Mr [redacted] requested that the ESP be used at a [redacted] dealership as opposed to CarMax Mr [redacted] brought the Vehicle to CarMax on approximately June 28th, 2016, inquiring about a noise concern when brakingCarMax was unable to duplicate this concern when test-driving the Vehicle and informed Mr [redacted] that no repairs were needed Per Mr [redacted] request to replace the brake pads and rotors with original equipment manufacturer (“OEM”) parts from [redacted] , CarMax elected to do so at no cost to Mr [redacted] in an effort of customer service Mr [redacted] picked up the Vehicle from CarMax on approximately July 1st, 2016, with these repairs completedIn the event that Mr [redacted] has any additional repair concerns or any further questions, he may contact me at [redacted] , ext***Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted]

February 19th, [redacted] ***, Operations Supervisor RevDex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] the “Vehicle”) [redacted] Dear Mrs Mann, Thank you for forwarding the complaint received in your office from Ms [redacted] regarding his purchase of the Vehicle from CarMax of Kearny Mesa, CA (“CarMax”) on February 28th, In her complaint, Ms [redacted] requested repair of a service concern with the convertible top of the VehicleAt the time of purchase, Ms [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months or until the Vehicle exceeded 75,miles with a deductible of $ CarMax was aware of Ms***’s concerns prior to receiving this complaintCarMax management spoke with Ms [redacted] on multiple occasions to discuss the concern and advise that these repairs would be at her expense as the Vehicle is outside any warranty that CarMax offersCarMax encouraged Ms [redacted] to submit a claim through her ESP for the convertible top concern after a diagnosis is completed and recommended that this diagnosis be completed at a Volkswagen dealership In an effort of customer service, CarMax spoke with Ms [redacted] on approximately February 16th, 2016, and offered to complete a diagnosis of the concern at no chargeCarMax has not yet completed that diagnosis and would be happy to make an appointment at Ms ***’s earliest convenienceMs [redacted] can reach the Kearny Mesa service location to schedule an appointment at 858-712-6486, option If MrMorgan has further questions, he may contact me at 1-800-519-1511, ext *** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted] Analyst, CarMax Customer Relations

July 7th, [redacted] [redacted] Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of [redacted] , [redacted] (“CarMax”) on December 30th, At the time of purchase, Mr [redacted] 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 his complaint, Mr [redacted] requested that CarMax refund the full amount of the ESP purchased at the time of sale CarMax was aware of Mr [redacted] concerns prior to receiving this complaint and has spoken with Mr [redacted] regarding this request on multiple occasionsMr [redacted] requested a full reimbursement of the ESP due to the Vehicle’s odometer reading still being within the parameters of a [redacted] manufacturer warranty at the time of his purchaseMr [redacted] suggested that this would be considered a “double warranty” on the Vehicle and that the ESP would not be necessaryCarMax informed Mr [redacted] that the ESP covers similar terms as a manufacturer warranty, but also includes additional benefits and coverage terms which may not be covered under the terms of the Vehicle’s manufacturer warranty Mr [redacted] cancelled the ESP on approximately February 2nd, 2016, and received a pro-rated amount for the remaining coverage on the ESP, per the terms of his contractCarMax refunded Mr [redacted] $***[redacted] for the coverage period remaining for the ESP on this date Based on the above, CarMax will not be participating in the additional refund of $***[redacted] that Mr [redacted] requestsIf Mr [redacted] has any further questions, he may contact me at [redacted] extension *** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted]

Thank you for forwarding the complaint dated October 26, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about September 7, In the complaint, Mr [redacted] states that the Vehicle was damaged during a transfer from CarMax’s [redacted] store to the [redacted] store, and is requesting that CarMax repair a scratch on the Vehicle’s front passenger door According to CarMax records, Mr [redacted] brought the Vehicle to CarMax for service between September 12, and September 26, At that time, he brought to the attention of CarMax service team a cosmetic repair on the front passenger door of the VehicleA CarMax representative inspected the Vehicle and completed research into the Vehicle historyCarMax confirmed that the cosmetic repair was completed prior to the transfer and subsequent sale of the vehicle As part of CarMax’s reconditioning process, CarMax may address cosmetic imperfections on vehicles to ensure they meet cosmetic standards prior to becoming available for saleCarMax records reflect that the Vehicle did meet CarMax’s standards at the time of sale, as well as during Mr [redacted] ’s service appointment when a CarMax representative inspected the VehicleTherefore, CarMax will not be participating in any further cosmetic repairs to the Vehicle CarMax appreciates the opportunity to respond to this complaint and to address Mr [redacted] ’s concernsPlease contact me at (***) ***-***, extension ***, with any questions you may have Sincerely, Emilee S [redacted] Analyst, Executive Response Team

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , 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.Basically Carmax reiterated everything I complained about proving that they sold me a lemon..this car has been one big nightmare...When I purchased this car from Carmax I let the salesman [redacted] know that I was looking for reliable transportation Instead I was sold a lemon....I need some type of resolution with this car....Carmax manager suggested that I purchase another vehicle and turned the [redacted] in for Repo...this was just before they did the transmission work....I'm trying to build my credit,not destroy it Regards, [redacted]

February 20, [redacted] RevDex.com RE: [redacted] VIN: [redacted] , [redacted] (the “Vehicle”) Thank you for forwarding the complaint received in your office from Mrs [redacted] as it pertains to her purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on March 31, In the complaint, Mrs [redacted] requests that CarMax pay his loan payment and repair the Vehicle due to mechanical concerns CarMax was aware of Mrs [redacted] ’ concerns prior to receiving this complaintCarMax addressed several different mechanical concerns on the Vehicle since the saleOn or about November 15, 2016, Mrs [redacted] brought the Vehicle to CarMax with a concern of a check engine light presentCarMax performed a clean and flush of cooling system and added coolant to the Vehicle at no cost to Mrs [redacted] This repair addressed the concern of the check engine light Following this visit to CarMax, Mrs [redacted] advised CarMax that the Vehicle overheated on or about November 17, CarMax then diagnosed the Vehicle as needing an engine replacement and provided Mrand Mrs [redacted] with alternate transportation during this diagnosis In an effort of customer service, CarMax completed an appraisal on the Vehicle to pay off the remainder of the balance of the loanCarMax has since been in touch with both Mrand Mrs [redacted] on options for an alternative vehicle In the event that Mrs [redacted] has any further questions, she is welcomed to contact me at [redacted] , 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 [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Fact easily proven: CarMax does NOT check the vehicles they sell as they claim to (Illegal) The 1st vehicle did NOT have AC as it was listed to having The 2nd was missing vital components needed to operate properly and safely This 3rd vehicle was not only filthy and the sale rep knew it (because I told him during the test drive and he wiped off the rear view mirror for me - but that was it)...It had issues show up immediately after picking it up that I was told were repaired when they were not.CarMax has intentionally left out my contacting service via phone immediately after receiving the vehicle from service months ago Cell phone provider is sending me the phone records I not only spoke to the repair department and explained that the issues mentioned in the complaint here were NOT resolved and I was lied to about the jerking because that issue was completely ignored/neglected, I also made an appointment for the following week However, as I explained to the repair department and sales rep, I have children with medical issues and that lives out of state at times that I must travel for many times during the year I wasn't able to keep the appointment and asked to reschedule in a phone message...it was not.I consulted with a legal team before filing this Revdex.com complaint and fully prepared to file legal action if CarMax refuses to handle what I was falsely told was corrected immediately (legal source: [redacted] ) Regards, [redacted]