Bastian Roofing

Thank you for forwarding the complaint, dated October 11, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about April 3, 2017. In... the complaint, Ms. [redacted] states that the Vehicle was recently involved in a total loss accident. Ms. [redacted] also states there is an open recall on the Vehicle, and therefore requests that CarMax provide a partial refund of the cost she paid to purchase the Vehicle. Upon receiving Ms. [redacted] ’ complaint, CarMax completed research into the aforementioned concerns. According to CarMax records, Ms. [redacted] ’ insurance company (“***”) inspected the Vehicle and deemed it a total loss. In the report outlining the offer for the total loss, [redacted] listed vehicle recall information from the National Highway Traffic Safety Administration (“***”) that it stated “may apply” to the Vehicle. The report from [redacted] lists recalls that may apply to a 2014 [redacted] based on the year, make and model. However, only a search of the Vehicle Identification Number (“VIN”) can tell which of those recalls, if any, specifically apply to the Vehicle. CarMax conducted a search of the Vehicle’s VIN and found only one open recall. That recall is for a door latch with a fractured pawl spring tab that could potentially keep a door from closing properly, and thus could allow a door to open while the Vehicle is being operated. This information was disclosed to and acknowledged by Ms. [redacted] when she purchased the Vehicle. It is CarMax’s understanding that this issue was not related to the accident Ms. [redacted] experienced. According to ***, there were no other open recalls on the Vehicle. As a result of the above, CarMax declines Ms. [redacted] ’ request for a refund. Thank you for giving CarMax the opportunity to respond to this complaint. Please contact Debra K [redacted] at (***) ***- [redacted] ext. [redacted] if you have any further questions or concerns. Sincerely, Jennifer L [redacted] Analyst, Executive Response Team

Thank you for forwarding the complaint received in your office from Ms [redacted] as it pertains to her attempt to purchase a vehicle from CarMax of [redacted] (“CarMax”) on or about December 12, In the complaint, Mrs [redacted] requests that she receive approval for financing options to purchase a vehicleCarMax was aware of Mrs [redacted] ’s concerns and request prior to receiving this complaintCarMax completed a finance application with Mrs [redacted] ’s approval upon her visit to CarMax and received options for financing which were communicated to herAt that time, there was one approval option provided to Mrs [redacted] CarMax remains committed to helping Mrs [redacted] purchase a vehicleShe is welcomed to accept the financing options set forth by CarMax’s finance application and process, or bring her own approved financing terms to complete the saleIf Mrs [redacted] has any further questions, she is welcomed to contact me at 1-***-***-***, ext***Thank you for providing CarMax the opportunity to respond to this matter and CarMax considers this matter resolved Sincerely, Curt D [redacted] Analyst, Customer Relations

October 12, Revdex.com Serving Central Virginia, Inc Moorefield Park DriveSuite 300Richmond, VA RE: ? Consumer Compliant of [redacted] (Pires) Dear Sir/Madam: Thank you for sharing the complaint submitted by [redacted] and providing us with the opportunity to respond Ms [redacted] is disputing the credit information we are furnishing on her credit file regarding our tradeline As a result of this dispute, Ms [redacted] is requesting that we validate our tradeline information and prove to her that we provided her with all the required repossession-related notices After a careful review of our account records, we do not find any merit in Ms [redacted] complaint Below we explain why.Validation of Tradeline InformationAfter receipt of Ms [redacted] complaint, we completed a thorough investigation of the credit information we are furnishing on Ms [redacted] credit file We concluded after this review that the information we are furnishing is accurate and complete [redacted] is a copy of a system generated payment history, which substantiates the accuracy of the credit information we are furnishing related to Ms [redacted] account and specifically her payment history We, therefore, cannot remove the negative credit information Ms [redacted] is disputing We have, however, updated our reporting to reflect Ms [redacted] dispute.Repossession NoticesMs [redacted] indicates in her complaint that we cannot collect on the deficiency balance on her account unless we can establish that (prior to repossessing her vehicle) we provided her with the required time frame to cure the delinquency on her account and that we provided her with the required repossession notices First, Ms [redacted] contract (copy enclosed) is governed by the law of the state of North Carolina and there is no pre-repossession notice required Second, our records reflect that we provided Ms [redacted] with optional default notices, which informed her that her account was delinquent and that we would repossess her vehicle if she did not resolve the delinquency Finally, subsequent to our repossession of Ms [redacted] vehicle, we provided her with a sale notice and then an explanation of how we applied the sale proceeds to her account resulting in the deficiency balance she now owes A copy of all but of the notices referenced is attached in response to Ms [redacted] request As you will see, all the notices were mailed to the same address Ms [redacted] provides in her complaint Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this explanation If you have any questions or you need additional information, please do not hesitate to contact me directly at [redacted] , extension ***.Sincerely, [redacted] ***ParalegalCarMax Auto FinanceEnclosurescc: [redacted] ***

February 14, [redacted] RE: [redacted] VIN: [redacted] (“the Vehicle”) Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] , NC (“CarMax”) on January 12, In the complaint, [redacted] describe that the Vehicle has had a number of service concerns and requests that CarMax refund them for the purchase price of the Vehicle According to CarMax’s records, [redacted] brought the Vehicle to CarMax for service on or around February 11, During this visit, CarMax completed repairs on the Vehicle’s seat covers and also completed an alignment Mror Mrs [redacted] later brought the Vehicle back in for service on or around February 28, During this second visit, CarMax completed repairs on the speakers and rear hatch Additionally, the coolant was topped off, as levels were found to be low CarMax also inspected the hazard and dash lights and found those items to be working as designed; therefore, they did not complete any repairs to these parts Repairs costs for the February and February visits were covered in full under the terms of CarMax’s 30-Day Limited Warranty On September 1, 2016, [redacted] brought the Vehicle in for service, noting concerns with the charging system, exhaust, and air conditioning unit As a gesture of goodwill, CarMax completed a complimentary diagnosis of the Vehicle at no cost to Mror Mrs*** CarMax found that the Vehicle’s alternator and air conditioning door actuator had failed, and recommended that both those parts be replacedCarMax found no concerns with the exhaust Quotes for the recommended repairs were provided to [redacted] ***, to which they declinedCarMax has not heard from [redacted] since the Vehicle was picked up on or around September 2, Due to the Vehicle being outside the 5-Day Money-Back Guarantee, CarMax declines [redacted] request to receive a refund for the cost of the Vehicle; however, if Mrand Mrs [redacted] are experiencing service concerns with the Vehicle, CarMax would be happy to complete a diagnosis to determine the needed repairs 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 [redacted] ext *** Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations

February 16, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated February 9, regarding the Vehicle purchased from the CarMax store located in Parker, Colorado (“CarMax”) on or about January 16, In her complaint, Mrs [redacted] describes frustrations with purchasing the Vehicle, visits to the service center for mechanical concerns, and a lack of follby a member of the management teamIn her letter, Mrs Lucero requests that the mechanical concerns with the Vehicle be addressed CarMax’s records indicate that the service department is currently working with Mrs [redacted] regarding the VehicleAs of February 16, the required parts have been ordered, and the newest concern will be addressed as quickly as possibleThe repairs will be completed at no cost to Mrs [redacted] and will be covered by the 30-day limited warrantyCarMax stands behind completed mechanical repairs with a month, 6,mile warrantyMrs [redacted] is encouraged to continue working with the Parker location’s service department about service concerns by calling 303-841-4275, option CarMax appreciates the opportunity to respond to this complaint Please contact me at (800) 519-1511, extension ***, with any questions you may have Sincerely, Kristina [redacted] Analyst, Executive Response Team

The reply from CarMax Richmond is categorically incorrectI have YET to receive one (1) proactive phone call from the local CarMaxI know that it is not an issue with my cell phone as I never had any problem getting calls from CarMax when the salesman was trying to close the dealCorporate CarMax, how do you know the Roswell, GA staff is telling you the facts of the situation? I can assure you they are notHERE IS WHAT I WANT: A check for $The breakout is $is for the detail of the car, and $is for tow harnessReceipts [redacted] HERE ARE THE FACTS OF THE SITUATION: While negotiating the [redacted] car deal I told salesman Brent I wanted the car detailed and the rip in the windows fixedI told him I would purchase the car AFTER the work requested was completed and Brent said, "no need to wait we will do a 'to follow' or equivalent and that will be part of the deal" and will have to be doneI purchased the car and when I inspected that evening at home I found the well in the back that houses the jack and tire iron ful of waterThe jack and tire iron were very rusty like the water had been there for awhileI returned to [redacted] CarMax in the AM and they agreed to address itDuring that time they found the spare key I left did not work with the car and that they would have to order a new one and program it when it came inThey removed the water and gave me a new jack and tire iron they lifted from another [redacted] they had on the lotI asked about the rip and detail work and they said the outfit that did that would call and mentioned they were surprised they had not called me already to scheduleI was to return on the next Tuesday for the keyThe Sunday before I go to haul my jet ski to the lake only to find their is no tow harnessThe [redacted] has the tow hitch but no light harnessThat Tuesday I go to Roswell CarMax for the keyI mention to [redacted] the no tow harness, she goes to "acting manager" [redacted] and he says it is not "their responsibility" and I should go to [redacted] I ask about the detail and tear AGAINShe reassigns it to a different group and again I am told "They will call you."I go home and leave experience feedback on both [redacted] and Revdex.comI wait a couple of days, no call and go back to Roswell CarMaxI talk to [redacted] personally and tell him the "tow package" is listed on car window stickerIt is not legal to tow without lights thus lights harness is warrantedHe now agrees and tells me to get it done and they will pay for itI again mention no call on detail work or window ripI have yet to STILL receive a callI purchased new windows, thus rip is no longer issueI had car professionally detailed and had the tow harness placedReceipts [redacted] I need not go back to Roswell CarMaxI simply want the work completed I made as part of my deal and that means you owe me $If I do not get it the next option is to call CarMax financeStep after that is to go to small claims court (cost is $and I will want you to pay for it if I win)The [redacted] entry is very damaging for you and frankly should have been avoidedYou have a good system, however, your service area has issues with follow upPeople expect better service than I receivedRegards, [redacted]

Thank you for forwarding the complaint received in your office from Mr [redacted] regarding the Vehicle purchased from CarMax of [redacted] ** (“CarMax”) on or about November 26, In the complaint, Mr [redacted] describes service concerns related to the Vehicle’s mechanical and cosmetic qualityAs a result of these concerns, Mr [redacted] requests that CarMax offer a refund or return of the Vehicle CarMax would like to note that Mr [redacted] has since been in touch with the service department regarding the transmissionThe Vehicle was under manufacturer’s warranty and the transmission was replaced at no cost to himDuring this repair Mr [redacted] was provided with a loaner vehicle as a gesture of goodwillAdditionally, the completed transmission repair comes with a month, 12,mile warranty According to CarMax’s business records, Mr [redacted] was provided with a copy of the inspection at the time of saleCarMax stands behind our vehicles with our 5-Day Money Back Guarantee, 30-Day Limited Warranty and option to purchase MaxCare at the time of sale Due to the Vehicle being outside of CarMax’s 5-Day Money Back Guarantee, CarMax declines Mr [redacted] ’s request to return the VehicleHowever, CarMax stands by the option of an appraisal should Mr [redacted] decide to sell it back CarMax appreciates the opportunity to respond to this complaint and considers this matter closed If you have any additional questions or would like to discuss this concern further, please contact me at 1-800- [redacted] ext*** Sincerely, Kaitlyn C***

July 22, [redacted] Re: [redacted] Complaint ID: [redacted] Thank you for forwarding the complaint dated July 8, regarding the Vehicle purchased from the CarMax store located in [redacted] , [redacted] (“CarMax”) on or about November 27, In the complaint Mr [redacted] expresses concern related to an accident that took place before he purchased the Vehicle, and requests that CarMax allow for the exchange of the Vehicle The CarMax sales process includes reviewing a free AutoCheck Vehicle History Report with every purchase, which is also available on our website for every vehicle in our inventoryIf the AutoCheck Vehicle History Report indicates any accident history on a vehicle, our process includes sharing that information with the customer prior to the final point of saleWe train our sales consultants to share that while AutoCheck is a helpful resource, every accident may not be reported to AutoCheckTherefore, CarMax does not guarantee an accident-free vehicleFollowing this process, CarMax’s records indicate that an AutoCheck Vehicle History Report was shared with Mr [redacted] at the time of sale which did not indicate any accidentsAn AutoCheck Vehicle History Report populated on or about July 13, 2016, also did not indicate any accidents for the Vehicle Company records indicate that a member of CarMax [redacted] ’s purchasing department also populated Vehicle History Reports for AutoCheck and [redacted] on or about July 19, CarMax’s notes state that this associate called Mr [redacted] on the same date, and that Mr***’s concerns were discussed during this call, including the AutoCheck Vehicle History Report with no reported accidents and the [redacted] Vehicle History Report listing an accident on June 13, Following this conversation, Mr [redacted] visited CarMax [redacted] on or about July 21, to have the Vehicle appraised and to also look into options to purchase another vehicle at that timeCarMax provided a favorable appraisal for Mr [redacted] during his visit as a gesture of goodwill for his continued loyalty as a customer over the years Mr [redacted] is actively working with CarMax [redacted] , and initiated the transfer of one vehicle for his consideration on or about July 21, 2016, and two additional vehicles on or about July 22, CarMax welcomes the opportunity to continue working with Mr [redacted] to help him find his next vehicle CarMax appreciates the opportunity to respond to this complaint and considers this matter closed Please contact me at [redacted] , extension ***, with any questions you may have Sincerely, Kristina S [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 belowCarmax raised the offer from $9,to $13,on a car we owe $15,and a trade in lost worth $2,500.If the trade in value is so low and Carfax found reports an accident, how can Carmax say this is all they can do? This is not good business as I see it?Do I sell the car back to Carmax for a $4,lose and then have to find a new car, does not make sense and this is a Carmax mistake to use Autocheck instead of Carfax as I seeit! 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] While I do not feel this adequately addresses our complaint, I do not expect any further action or reply from CarMaxWe are now into October and they still have the carYes, they provided a loaner van (which I'm sure has a lower MPG than the car) but it is not the vehicle she bought nor is it the one she wants to driveWe believe the service techs at CarMax were unable to duplicate the experience because they just drove the car around (while running up her mileage I might add) and after nothing happened, concluded that they couldn't find anything wrongAfter several weeks, she was finally able to speak to the general manager (after numerous attempts to be connected with him - the sales manager and service manager apparently did not want to get him involved)He was able to duplicate the experience because he at least realized that the issues she was having occurred after driving the car, shutting the engine off, and then trying to start the car again while the engine was hotThey replaced the battery and cables, replaced the mass sensor twice, and now are replacing the fuel pump - with no guaranteed successWe do appreciate the fact that the GM (Eric) is actually listening to her and corroborating her account of the problems, and is making an effort to fix the issuesWe feel at the very least, she should be reimbursed for her September car payment as CarMax had the car more than she didWhile I appreciate the fact that they repaired the damage to the door, please do not make the statement that this was done "at no charge" as if you did her a favor...the damage happened while the car was in your possession and was certainly not her fault to begin withI also appreciate the fact that Eric is at least working with her to find a solution but I no longer have any faith in CarMax's ability to find and fix the problemI purchased a car from CarMax in the past and had a positive experience; however, I feel your customer service and automotive service skills have deterioratedThis has been an incredibly frustrating experience for both of us - and will not be doing business with CarMax in the future nor will I recommend CarMax to anyone I know

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 Indianapolis, IN (“CarMax”) on or about [redacted] In the complaint, [redacted] states that CarMax repaired the regulator in the Vehicle’s driver side window and that it recently needed to be repaired againAccording to the [redacted] dealership that serviced the Vehicle, the regulator that was put in by CarMax was the wrong one [redacted] requests that CarMax reimburse him for the cost of the repair CarMax’s records indicate that the Vehicle’s driver side door regulator was repaired on or about May 10, and the identification number for the part that was put in is [redacted] According to this identification number, the regulator is specifically made for the driver side window and is therefore the correct part Based on the information provided above and the length of time since the initial repair was complete, CarMax is confident that the correct part was used and will not be participating in the settlement that [redacted] seeks CarMax appreciates the opportunity to respond to this complaint and considers this matter closed Please contact me at [redacted] , extension ***, with any questions you may have 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.] Regards, [redacted] I just got my coupon book this past week and have NEVER gotten an email reminder They are reporting inaccurate information Liars

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID 11632231, 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] The response from Carmax does not resolve the issue at handI spoke with [redacted] the owner of [redacted] and his answer is the problem will come back in a year or sooner and that he told Ashley at Carmax that the correct way to resolve this is to replace the whole entire hatchWhat I feel that they are wanting to do is basically put a band-aid on the problem to get me out of their hair I asking for the problem to be fixed the correct way and issue a statement guaranteeing that my vehicle is not a flood vehicle [redacted] D&T body shop showed me both estimates showing the band-aid repair and the correct way to repair and said he gave both of them to Carmax [redacted] also explained that he never would have given both estimates if it wasn't a major issue and that if it could be solved by just painting itAccording to Carmax standards and philosophy this vehicle should have never made there lot as a sellable vehicleI'm not asking for a full replacement of the vehicle just the hatch to be replaced and letter guaranteeing that it has never been in a flood I do appreciate your time helping me resolve this issue

July 11, [redacted] Re: [redacted] ***Complaint ID [redacted] I am writing in response to your letter dated June 25, 2016, wherein you forwarded a complaint from MrClarence [redacted] regarding the Vehicle purchased from the CarMax store located in [redacted] , [redacted] (“CarMax”) on or about March 26, Mr [redacted] requests that CarMax repair the Vehicle’s suspension concern under the terms of their 30-Day Limited Warranty.Mr [redacted] brought the Vehicle to CarMax on or about April 28, to inquire about a rumbling noise while driving and a leaking concern CarMax completed an alignment on the Vehicle and also replaced the front right strut at no cost to Mr*** No leak was found at the time of this visitThe Vehicle was later brought back to CarMax on or about July 8, to inquire about a faded hood concern CarMax repaired and repainted the Vehicle’s hood at no cost to Mr*** CarMax has no record of a suspension concern during this visit (or at the time of the previous visit on or about April 28, 2014).CarMax has not seen the Vehicle since this last repair on or about July 8, and is therefore declining Mr [redacted] requested settlement to repair the Vehicle’s suspension under their 30-Day Limited Warranty Conversely, if Mr [redacted] would like for CarMax to diagnose and repair the Vehicle at their standard rate, he can contact their service department directly at [redacted] ext **CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W [redacted] ***

[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] ***

[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] .Per the company response, they are agreeing to take return of the vehicle plus the first month's payment 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.We are rejecting the response from Carmax, please see the reasoning belowThe shuddering has been the complaint since the start as Ms [redacted] showed belowWe brought the vehicle back to Carmax multiple times for the shuddering while brakingThis was the complaint as stated in the customers complaints that were expressed to CarmaxThe first time they did the rotor resurfacing, that did not fix the problemIt was brought back again, and sent to [redacted] because Carmax could not figure out the problemI also did a ride along with one of the service members and they were able to feel itThe shuddering has been the constant issue all alongTo make matters worse, when brought to [redacted] we found out the rotors where completely warped but the brakes were fine, this is something that Carmax should have addressed previouslyAfter multiple attempts to Laurels service department, the Corporate office was contacted because all these problems where while the car was under warrantyThe reason it was taken to [redacted] was because Carmax stated we could The vehicle will be continued to be taken to [redacted] because Carmax did not want to take responsibility for the shudderingIt was Carmax who continued to tell us that it was documented differently each time, how Carmax documented it each time was on the service membersThe complaint as read to us after multiple phone calls was that the customer said that when breaking there was shudderingAfter multiple attempts to have the vehicle fixed at [redacted] , they do think it is transmission problem Ms [redacted] also encouraged us to contact the Laurel service department which has been done multiple timesAlong with speaking to the Laurel service department, we spoke to the Corporate office on multiple occasionsBoth of which continued to point fingers and blame the customer We had no choice but to take it to [redacted] and will continue to take it to [redacted] Carmax should have no have been able to sell a vehicle that has been devalued so much from constant problems Regards, [redacted]

June 18, 2015 [redacted] ***RevDex.com 720 Moorefield Park Drive Suite 300 Richmond, VA 23236 Re: [redacted] Thank you for forwarding the complaint 10663046 received in your office from [redacted] regarding... the 2013 [redacted] , (the “Vehicle”) that was purchased on or about March 8, 2014 at the CarMax store located in [redacted] (“CarMax”). In this complaint [redacted] is requesting CarMax to pay $2,500. At the time of sale, an [redacted] vehicle history report is made available for all Vehicles that CarMax sells. CarMax also has a Clean Title Guarantee which states that every vehicle we sell has accurate mileage, and not is designated as salvaged or flood-damaged, or we will buy the vehicle back. According to our records, on or about June 5, 2015 CarMax gave [redacted] a written appraisal offer of $22,500. CarMax did speak to [redacted] about the offer and the accident history of the Vehicle. The Vehicle [redacted] report shows a “fleet, rental and/or lease use record(s)” noted in the title and problem check section. [redacted] reports that the title and problem section checks out completely. The [redacted] report for the Vehicle shows an unknown state agency reported a “collision with a parked motor vehicle minor to moderate damage reported on or about June 14, 3013” in the detailed vehicle history section. CarMax inspects vehicles with an accident that may have been reported to verify that the vehicle has been repaired properly and professionally. CarMax does not price or make appraisal offers based on [redacted] value. CarMax is declining the settlement request as set forth in the complaint. [redacted] accepted CarMax’s appraisal offer and sold the Vehicle to CarMax on or about June 5, 2015. CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted] , extension ***, if you have any questions. Sincerely, [redacted]

February 23, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated February 16, regarding the Vehicle purchased from the CarMax store located in Sanford, Florida (“CarMax”) on or about January 30, In his complaint, Mr [redacted] describes concerns with the Vehicle’s check engine light, passenger side sun visor, and engine coolant lightMr [redacted] requests that the 30-day limited warranty for the Vehicle be reinstated and the OnStar trial reset for the full months CarMax is working to address the mechanical concerns on the Vehicle as quickly as possibleAccording to CarMax’s records, CarMax experienced difficulty in sourcing the parts necessary to complete the repairThe service department has been in regular communication with Mr [redacted] during this timeCarMax previously offered an extension to the 5-day Money-Back Guarantee due to the delays with the repairCarMax’s records indicate that Mr [redacted] elected to keep the Vehicle and will be returning to the service department for additional repairs as soon as the sun visor clip arrivesPer Mr [redacted] ’s request, the 30-day limited warranty will be extended to reflect time the Vehicle was at the service center If Mr [redacted] elects to purchase a subscription to OnStar services, CarMax will reimburse the cost of one month of serviceTo receive this reimbursement, Mr [redacted] will need to submit a receipt for the expense to the CarMax service department CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension ***, with any questions you may have Sincerely, Kristina [redacted] Analyst, Executive Response Team

I'm [redacted] Bastian from Bastian Roofing responding to complaint # [redacted] Yes I was called out for a service call to evaluate and find a leak at N10WCastle Combe CtI did speak with both [redacted] and her handy manI did my inspection from the inside of the attic areaI also did an outside visual inspection from the groundNo further roof top inspection was needed, as it was the inside of the attic that determined where the problem wasI then sat down with her at length and discussed what she was thinking of for the future of her home and told her a repair was possible, but in all honesty the home was going to need a complete reroof in the near futureI also further explained that the home did have some ventilation issues (lack of proper ventilation).She stated that she wanted to repair the roof with asphalt shingles instead of cedar shake, which is against the bylaws of her particular subdivision She did say she will be putting the home on the market soonMy guess is that she didn't want to put any more money into a house she was planning on sellingI explained to her that I would be not be able to change shingle style for her, because of the subdivision bylaws.I told her I would prepare two different written detailed estimates for her, one for a repair and one for an entire reroofI told her about Eagle View, an aerial roof measuring software that provides exact measurements - which has a fee of $The report that is provided by Eagle View is extremely detailed and accurate and is much more than a simple photograph of the houseShe verbally agreed to paying for this reportIn fact, it was at this point that she gave me her personal "business card", so that we had her correct contact informationI told her a copy of this report would be given to her only after she paid for itWe do have that report, and will release it to her when her bill is paid in full Providing two estimates gave her a choice of optionsNeither of these written estimates were remotely close to the $55,she is claimingIn fact, our written repair quote was $4,- $less than what she paid the other contractor to do the repairThe complete cedar shake tear off and cedar shake reroof was $38,Again no where nearthe $55,she is claimingWe can provide a copy of those estimates to you if necessary.We charge a minimum $fee for any service call to any address that is minutes or more from our officeHer address was over minutes awayThe service call lasted well over an hourThere is a difference between calling our office and requesting a quote, to calling our office and asking us to come and find a leakCharging for a service call isstandard, charging for an estimate is notWe are not charging for the estimatesA service was provided to her, therefore a charge is warranted.The bill reflects the $service call charge, the $125.00Eagle View Report charge, and a $late fee for being over days lateWe have sent an intent to lien via certified mailIf payment is not received we will file the lien.As for being obese, my wife is a great cook and my belly reflects thatI am not sure how that fact is relevant on a complaint report such as thisAttacking my physical attributes is very offensive, and highly unprofessional for a retired doctor.As for no one wanting to work for me, Bastian Roofing employs a man crewWe are a small company that has been in business since with an OUTSTANDING reputation in our community and beyondWe are currently scheduling work into the Spring of because there is not enough time in to complete all the projects we have contractedWe do not advertise, as 100% of our work comes from customer referralsIf we were what MrsBabbitt is claiming, we would not have this.It is my belief that Jill simply doesn't want to pay her bill, because we would not go against the bylaws and repair her roof with anything other than cedar shakesThank you for clearing this up [redacted] Bastian Owner of Bastian Roofing Inc