Bastian Roofing

[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] Good morning [redacted] I'm sorry I had not received any prior emails regarding if the complaint was resolvedBut the answer is "YES"CarMax refund my $ [redacted] and I received the check yesterday and Jeff (Service Mgr) followed up with me yesterday as wellAnd they did take the first car off my creditSo I feel better and hopefully this car will be OkayThank you in advance for you assistanceSincerely, [redacted]

Thank you for forwarding Ms [redacted] complaint to us for review and responseMs [redacted] claims that after we repossessed and sold her vehicle, we misinformed her that her outstanding account balance was $*** instead of $***We disagree.Our records reflect that we repossessed Ms [redacted] vehicle on January 3, because she had not made a payment on her account since February 2, Following the sale of her vehicle, we provided Ms [redacted] with a notice of her outstanding balanceEnclosed is the notice we mailed to Ms [redacted] , which reflects that her total outstanding balance at the time was $ [redacted] .Since this notice, Ms [redacted] account has accrued addition finance charges on her principal balance of $ [redacted] Ms [redacted] outstanding balance or payoff balance as of the date of this response is $ [redacted] Our tradeline information accurately reflects Ms [redacted] account balanceGiven the foregoing, we cannot delete or modify our tradeline information as Ms [redacted] requestsHowever, we have updated our tradeline information to reflect Ms [redacted] dispute as required by applicable law.If Ms [redacted] has any further questions or concerns regarding our explanation, she is welcome to contact me by phone at [redacted] or by email at [redacted] Thank you for bringing Ms [redacted] complaint to our attentionIf you need any additional information, please do not hesitate to contact me directly at the contact information provided above

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 am not satisfied with Carmax response because the problem does existEnclosed are video clips of said problem as proofPlease pay attention to the RPM & MPH gauge which will show you the error in the gear switchAlso please listen to the video with headphones so you can hear the distinct sound the car gives when acceleratingThank you Regards, [redacted]

Dear Mrs***, Thank you for forwarding the complaint received in your office from Ms [redacted] regarding the Vehicle purchased from CarMax of [redacted] ** (“CarMax”) on or about January 3, In the complaint, Ms [redacted] describes concerns relating to a credit inquiryAs a result of these concerns, Ms [redacted] requests that CarMax reimburse her down payment According to business records, Ms [redacted] submitted and authorized a credit application at CarMax on or about September, The in-store application requires the customer’s social security information and other forms of identification to be present at the time of submission Due to Ms [redacted] authorizing the credit inquiry, CarMax declines her request for reimbursement 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 1-800-519-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: [email protected], [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 are incomplete and some in accurate Mechanical issues pre-existing with the [redacted] was noted by CarMax that the issues started in Dec related to Check Engine light The engine light was just reset, but continued to come on and leaked resulting in several out of pocket cost that only the actual [redacted] dealer was able to service CarMax did not service my [redacted] they referred me to Dealer to resolve after the initial complaint I have receipts for the following events: 11/13/Refer to Dealer for Leak issue which continued and I had to return again a week later 11/23/Oil Leak and Transmission engine light issue on again and CarMax refer me to DealerResulting in est$out of pocket not covered by ExtWarrantyHuge effort and huge cost 12/2/Picked up [redacted] and the oil leak continued but Dealer could not identify and I had to continue to put oil My Oil changes where done at another location and I will attempt to retrieve receipts Every time I attempt to make an appointment with CarMax their standard line is we have "available in weeks" but I would not wait because I am aware of the critical issues and prior cost associated with this car so I would take the [redacted] elsewhere to get service When I finally came in May to CarMax and got an estimate to trade in the value was $and I called about the [redacted] check engine light and noise, so they scheduled me an appointmentBut within that waiting time the chain broke and I towed to their location after sitting parked for monthsI was in Wisconsin and can provide flight tickets to show I was out of state and the car was parked CarMax offered for $to send to [redacted] for an estimate to fix, which was strange because all previous times CarMax service would refer me to "***" Dealer for resolution at no costThen I was asked to pay for tow from [redacted] back to CarMaxWhy would I have to pay for a tow back to CarMax when it is not my fault that the CarMax service Dept doesn't have time or ability to perform and diagnostic Now my [redacted] to fix was estimated at $4500, but the CarMax value prior to this issue was $and when I asked to come in to get another vehicle the sales department indicated they will give me $towards another vehicleThis results in a huge negative equity for a pre-existing mechanical issue from the date of purchase To resolve, please consider: The extended warranty cost $ [redacted] Value prior to damage $ I should not be responsible for at least $of my loan balance due to the Pre-existing Mechanical issues related to this car My co-worker [redacted] also purchased a [redacted] and truck from CarMax recently and had issues with this Dealer also They may have been resolved but it's worth mentioning their Customer & Service deptneeds workThank you Regards, [redacted]

April 11, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: Ms [redacted] Complaint ID: [redacted] [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated March 30, regarding the Vehicle initially purchased from the CarMax store located in Madison, Tennessee (“CarMax”) on or about February 27, In her complaint, Ms [redacted] describes concerns regarding the processing of the return of the Vehicle, and requests that CarMax refund her $6,000, as well as return the vehicle CarMax purchased from her, a Nissan Versa Note CarMax’s records state that Ms [redacted] first purchased the Vehicle and sold her Versa Note on or about February 27, Records indicate that Ms [redacted] elected to return the Vehicle on or about March 2, 2016, at which point CarMax was able speak with her finance company to allow an exception and cancel her payoff, returning the Versa Note to her possession Ms [redacted] decided to again sell her Versa Note to CarMax, and purchase the Vehicle a second time, on or about March 4, CarMax’s records show that Ms [redacted] decided to return the Vehicle a second time, on or about March 9, 2016, and also requested to receive her Versa Note at this pointAt the time of the second return, CarMax’s sales managers connected with the finance company again to request an additional stop of the payoff for her Versa Note This second request was declined by the finance company A payment of or about $5,was made by Ms [redacted] for the purchase of the Vehicle as required by the finance company to cover the negative equity on her vehicle loan for the Versa NoteBecause the finance company is unwilling to reinstate the Ms [redacted] ’s loan a second time, CarMax is unable to refund the funds provided by Ms [redacted] , as the payment has already been remitted to the finance companyCarMax is also unable to return Ms [redacted] ’s Versa Note because of the decision by the finance companyMs [redacted] is encouraged to reconnect with a member of the management team at CarMax Rivergate by calling 615-855-regarding any additional questions about this concern 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 S [redacted] Analyst, Executive Response Team

May 22, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia Re: Ms [redacted] Complaint ID [redacted] ***, VIN: [redacted] (the “Vehicle”) Dear Ms***: Thank you for forwarding the complaint dated May 5, regarding the Vehicle purchased from the CarMax store located in Austin, Texas on or about March 26, Ms [redacted] requested in the desired settlement for CarMax to refund her the amount that she paid for the Vehicle She also requested that CarMax reimburse her for any outstanding rental expenses incurred while the Vehicle was in service and any costs associated with the repair of the VehicleMs [redacted] mentioned in the complaint that according to the [redacted] Dealership, her Extended Service Provider, and a CarFax report, CarMax sold her a totaled and non-salvageable Vehicle CarMax reviewed both the CarFax and AutoCheck report (provided to Ms [redacted] at the time of sale) and neither indicated that the Vehicle was sold to Ms [redacted] in a totaled or non-salvageable condition CarMax also verified that Ms [redacted] ’s Extended Service Plan is still active and may be used until the contract expiresCarMax does not have any record of an invoice totaling $1, However, CarMax’s records indicate that on several occasions, CarMax either provided Ms [redacted] a loaner vehicle at no cost or offered to pay for any rental expenses not covered under the terms of her Extended Service Plan while the Vehicle was being repaired at CarMax It is CarMax’s understanding that all financial obligations have been met at this timeBased on the above, CarMax is declining Ms [redacted] ’s settlement as set forth in the complaintPlease contact me at [redacted] extension [redacted] with any questions you may haveSincerely, [redacted] Analyst, Customer Relations

Complaint ID: [redacted] Hello, my name is [redacted] *, and I would like to address why I am dissatisfied with the Carmax CompanyAs I noticed, they did not uphold their warranty on fixing carsEspecially, the most serious case was the brake rotors and brake pads being rusted and replacedThe car was taken to Carmax for an alignment and other situationsThey told me nothing was wrongThis brake problem happened less than a month after warrantyNot only that it took me months to settle this issue with Carmax, but I was rejected help regardlessFurthermore, it took me from November of to settle this, and it is now February for this unresolvedI disagree with the response because I looked at the diagram for my [redacted] They stated that you had to pull the wheel to see the rotors or the padsI checked it out myselfI can see where the pads and the rotor disk without pulling the wheels off from the outsideI have no doubt that they could see it when they did the alignment under the carThe actionable item I would suggest for the business is covering the bill it took me to get the rusted rotors and breaks replacedI would even be satisfied with half the coverage

July 19th, [redacted] Revdex.com [redacted] Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of Milwaukee, WI (“CarMax”) on June 22nd, In his complaint, Mr [redacted] requested that CarMax contact him regarding his experience and compensate him for the loss of a primary vehicle after being approved for a purchase of the Vehicle On approximately June 30th, 2016, CarMax was advised that the agreed upon contract between Mr [redacted] and [redacted] would not be guaranteed due to inconsistencies found in contract stipulationsAt that time, CarMax informed Mr [redacted] that he would need to return the Vehicle or find alternative financing options.Despite repeated attempts to contact Mr [redacted] , CarMax has been unable to reach Mr [redacted] since approximately June 30th, 2016, when this was first discoveredConsidering Mr [redacted] has not communicated any updates related to alternative financing, CarMax entered the Vehicle in repossession status on approximately July 15th, 2016.CarMax Credit and Collections department would be happy to speak with Mr [redacted] regarding his experience and he can contact them at [redacted] CarMax will not be participating in any reimbursement of Mr [redacted] insurance payment considering any payment made would have been at Mr [redacted] discretion.Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D [redacted]

Please find that within the day option of returning the car I brought the car in and was given a rental (model: charger) in October prior to Decrepairs and I was assured that everything was fixed (thermostat, tire pressure sensor, and sidings) so that I would not return the vehicleThis is the big issueAfter the last repair in DecCARMAX Service department refused to return my call; Ernesto who was actually helping at first refused my calls and therefore I had my repairs done at the nearest Dealer

February 18th, [redacted] ***, Operations Supervisor Better Business Bureau Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] the “Vehicle”) [redacted] Dear Mrs ***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of Laurel, MD (“CarMax”) on December 4th, In his complaint, Mr [redacted] requested an extension of the Vehicle’s 30-Day Limited Warranty and compensation for one month of his car payment for the repair delays CarMax was actively repairing the Vehicle at the time Mr [redacted] submitted his complaintCarMax completed repairs to address a belt squeak concern on February 1st, 2016, and Mr [redacted] picked up the Vehicle CarMax management spoke with Mr [redacted] on February 4th, 2016, and discussed concerns about his experienceCarMax agreed to extend the 30-Day Limited Warranty for the Vehicle through March 1st, 2016, in the interest of customer serviceCarMax also communicated with Mr [redacted] that a payment on the loan associated with the Vehicle is not something CarMax would provide In the event Mr [redacted] has any questions about this, 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

Dear Mrs [redacted] ***: Thank you for forwarding the complaint dated July 25, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] ***, [redacted] (“CarMax”) on or about December 15, In the complaint, Ms [redacted] states that she’s encountered several mechanical concerns with the Vehicle since purchase and is, therefore, requesting that CarMax allow her the ability to return the Vehicle – absorbing any amount of negative equity that remains.CarMax’s records indicate that CarMax of [redacted] , [redacted] ’s Operations Manager, A [redacted] , spoke with Ms [redacted] on or about August 10, pertaining to this matter and had offered to pay off the balance of the loanIt’s CarMax’s understanding that Ms [redacted] was satisfied with this offer and had requested to have two additional vehicles transferred in for review (in an effort to purchase) These vehicles are scheduled to arrive at CarMax of [redacted] , [redacted] during the week of August 14, 2017.Should Ms [redacted] have any additional questions or concerns regarding this matter, she is encouraged to stay in communication with either Operations Manager, A [redacted] , or her Sales Consultant, [redacted] CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.Sincerely, [redacted] Analyst II, 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 CarMax claims that the warranty sold to me is 3rd party is false The warranty sold to me is MaxCare, which is prominently displayed on Carmax's website, not a 3rd party vendor.Additionally, the warranty claim administrator is not "working with" me They have unreasonable demands which essentially put the claim review process at indefinitely open attached is my correspondence with the MaxCare Maxcare is still demanding that I spend ~$to perform a "diagnostic" before they'll consider the claim Once a again, the demand is unreasonable and simply a stalling act 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 There was no offer to resolve the matter from CARMAX.My objective was for the company to honor the statement that Ms [redacted] would be ok to pay what she could and also that the company always have an accurate payoff amount.There is nothing that the company can do for us at this point I wish no further contact with CARMAX I will never trade there 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:This email is a followup on original complaint posted in November Since Carmax never resolved my concern, I will clarify the issue again:First and foremost, the original Revdex.com response to my concerns did not address the real issues at all and since CARMAX [redacted] never bothered to contact me directly, the issue is not resolvedLet me break it down for you again:Fact: Carmax sold me a truck and stated in writing that there were no accidents reported for their vehicle history, they used some generic carmax affiliate company called " [redacted] " when I ran a " [redacted] " report, there was an accident reported in with an airbag deploymentThe law says they are supposed to disclose accidents with airbag deployments, they did not! That should be enough to show you that this company is deceptive and unethicalFact: when I originally contacted the [redacted] Office about this concern, they turned me over to a slick buyer who lured me in to an appraisal based on his own assertion that he would give me consideration for their lack of disclosureI drove miles with hopes that I would be treated fairlyThe vehicle low booked ( [redacted] ***) at ~$*** I really didnt expect anything more than low book because I know how this works, I used to be an auto physical damage appraiser, but when this buyer came back to me with a low ball of $ [redacted] based on some unvalidated concerns, I told him I expected at least $***, even when I stll owed $ [redacted] on the truck to CARMAX FinanceHe said I would have to talk to his management about any further consideration, but they weren't available, I decided he was a deceptive character and that I was done with CARMAXThe buyers appraisal was based on some assumptions, yeah there were some dings, but the tranny was fine, low kbb would have been more then fairHe never once cited the alleged "CARMAX no haggle policy"More evidence of deceptionFACT: I bought cars from these people over the last years and now, based on this recent experience at [redacted] CARMAX, I will never buy another vehicle from CARMAX againApparently they have lost sight of what a valued customer relationship is and thrown ethical business practices out the windowAfter r reading all the Revdex.com reviews and complaints on this company I know I am not aloneHow can they get an A+rating from the Revdex.com? I think CARMAX needs to stop using " [redacted] " and start using [redacted] on vehicle histories, admit that their buyer at [redacted] had no right to tell me to drive miles to CARMAX for an appraisal, assuring me that he would give me consideration on my appraisal for my concerns about the aforementioned nondisclosure, then low ball me on tbe appraisal and say he cant do anything about it.Lastly, if they truly want to restore my good faith, loyalty, and business, they should contact me directly and come up with some consideration such as a substantial discount or store credit for my inconvenience and anguish over being treated with such disrespectSincerely, [redacted]

November 4, [redacted] ***, Operations [redacted] Re: Ms [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] Dear Mrs***:I am writing in response to your letter dated October 19, wherein you forwarded a complaint from Ms [redacted] , regarding the Vehicle purchased from the CarMax store located in ***, [redacted] (“CarMax”) on or about February 24, In the complaint, Ms [redacted] expressed several concerns with the Vehicle and requests that CarMax reimburse her for the amount that she paid CarMax for the trade in of her [redacted] (the “Trade”) In addition, Mr [redacted] requests for CarMax to reimburse her for rental charges that she incurred, along with time lost from work.CarMax’s records indicate that prior to purchase, Ms [redacted] mentioned concerns with the cosmetic quality of the Vehicle’s seats – stating that they did not meet her expectations and that she would like to have them replaced Notes state that though the quality of the seats met CarMax’s cosmetic standards at the time of inspection, they offered to have [redacted] leather seats installed in the Vehicle at CarMax’s discounted rate (as negotiated between CarMax and the local [redacted] dealer) Ms [redacted] was satisfied with the proposed solution to the seat concern, and therefore proceeded with the purchase of the Vehicle However, when Ms [redacted] returned to have the new leather installed, the [redacted] dealer advised CarMax that they were unable to install them on her particular vehicle, as they’d previously planned to do.CarMax apologized for this experience and offered to have another [redacted] (the “Transfer”) transported in – from CarMax of [redacted] , [redacted] to CarMax of ***, [redacted] – at no cost to her In addition to this, CarMax also advised Ms [redacted] that they would cover the cost of a rental vehicle while the Transfer was being delivered Ms [redacted] accepted both offers and also requested to have the Vehicle’s registration transferred to the soon-new vehicle, upon arrival When the Transfer arrived, Ms [redacted] and her fiancé inspected it and found an imperfection on the leather driver’s seat CarMax found this mark to be within their standards and consistent with its age and mileage However, they repaired it as a gesture of customer service.After the work had been completed, Ms [redacted] (and her fiancé) were satisfied with this repair; but later shared that there was a ripple in the leather of the dashboard – which again, CarMax found to be within their standards and consistent with the vehicle’s age and mileage CarMax did not repair this concern Therefore, Ms [redacted] elected not to purchase the Transfer and also moved forward with returning the Vehicle on or about April 7, CarMax did not hear back from Ms [redacted] until the receipt of this complaint, but has processed a reimbursement check (in the amount of $***.**) to be mailed to Ms [redacted] ’s home address as of October 27, Beyond this, CarMax will not be participating further with any added gestures and would like to note that the amount paid for the negative equity for the Trade went back to her previous lienholder, ***.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed Ms [redacted] may, however, contact me in CarMax’s Corporate Office at [redacted] (ext***) if she has any additional questions or concerns.Sincerely,Nekia W [redacted] Analyst, Executive Response Team

July 28, [redacted] RE: [redacted] [redacted] (“the Vehicle”) Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] , ** (“CarMax”) on December 6, In the complaint, Mrs [redacted] expresses concerns related to repair costs, and requests that CarMax complete needed repairs at no cost to her On or around July 20, CarMax management spoke with Mrs [redacted] about her concerns and provided clarity around the coverage and deductible costs associated with her Extended Service PlanIn addition to this, CarMax replaced the Vehicle’s brakes at no cost to Mrs***, as a gesture of customer service 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]

June 1, RE: [redacted] (the “Vehicle”) Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax in Madison, TN (“CarMax”) on October 23, In the complaint, Mrs [redacted] expresses frustration with continuing mechanical concerns related to her spark plugs and seeks assistance from CarMax On or about May 16, 2017, Mrs [redacted] called CarMax Customer Relations regarding continued mechanical concerns with the Vehicle Since that time, CarMax management has been actively working with Mrs [redacted] to address her concerns Since then, both CarMax and [redacted] have made repairs to the Vehicle, but as of June 2, it is CarMax’s understanding that Mrs [redacted] is interested in purchasing a different vehicleCarMax is assisting her with that process and appreciates the opportunity to respond to this complaint Please contact me at [redacted] , extension ***, with any questions you may have Sincerely, Cristen Pal [redacted] CarMax Customer Relations

March 24, Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated March 6, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about January 13, In the complaint, Ms [redacted] expresses concerns with the Vehicle’s axle, heater fan, and variable timing control (VTC) actuator, as well as a related loud noiseShe requests that CarMax fix the Vehicle or pay the [redacted] dealer service center directly to complete the repair Company records indicate that after a visit to the [redacted] dealer service center, Ms [redacted] brought the Vehicle to CarMax for an initial service appointment on or about January 23, for the following issues: an alignment concern, adjustment of the steering wheel, a leak on the left axle, and a loud noise when using the cabin heating systemDuring this appointment, CarMax performed an alignment, centered the steering wheel, and replaced the following components on the Vehicle: a transmission hose clamp, an axle seal, the cabin filter, and the blower motorCarMax completed this work at no cost to Ms [redacted] and provided her with a loaner vehicle for the duration of these repairsMs [redacted] contacted both the CarMax service center and the Customer Relations department on or about February 27, 2017, stating that the noise was still presentCarMax’s research following this conversation indicated that there was a technical service bulletin related to the Vehicle regarding the variable timing control (VTC) actuatorAs it was determined that the Vehicle no long fell within the parameters of the powertrain warranty through ***, CarMax presented Ms [redacted] the option of taking the Vehicle to a [redacted] service center on or about March 6, CarMax, however, informed Ms [redacted] that she would be reimbursed for repairs related to this component Upon completion of the diagnosis from the [redacted] service center on or about March 9, 2017, CarMax requested that Ms [redacted] bring the Vehicle to the CarMax service center to confirm this diagnosis Ms [redacted] elected to bring Vehicle back to CarMax, which resulted in replacement of the Vehicle’s variable timing control (VTC) actuator at no cost to herCarMax provided a loaner vehicle for Ms [redacted] during these repairs, as well as assisting to ensure that the Vehicle was clean and had a full tank of fuel upon repair completion (March 17, 2017)During a follcall to Ms [redacted] (from CarMax’s Retail Technician Manager), Ms [redacted] shared that the Vehicle wasn’t running smoothlyCarMax scheduled an additional appointment to look into this concern and the Vehicle then returned to the CarMax service center on or about March 21, CarMax replaced the Vehicle’s battery after determining that it failed testing and is currently awaiting the arrival of additional parts for repairsCarMax is actively working to address Ms [redacted] remaining concerns and will ensure that she receives regular updates while the Vehicle is in for repairsCarMax appreciates the opportunity to respond to this complaintPlease contact me at [redacted] , extension ***, with any questions you may haveSincerely, Kristina S [redacted] Analyst, Executive Response Team