Bastian Roofing

August 21, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia [redacted] Complaint ID [redacted] Dear Mrs***: I am writing you in response to your letter dated August 8, 2015, wherein you forwarded a complaint from [redacted] At the present time, CarMax is working with Mr [redacted] to resolve the Vehicle’s concerns, and has agreed to replace the affected areas of the seat In addition, CarMax sent the Vehicle to the Dodge dealership on or about August 20, to diagnose the check engine light under the Vehicle’s manufacturer warranty The diagnosis of the check engine light concern has yet to be determined However, should Mr [redacted] have any additional questions or concerns, CarMax encourages Mr [redacted] to contact the Operations Manager at [redacted] CarMax has also communicated Mr [redacted] feedback regarding the interaction that he had with the Sales Consultant and will be sure that the feedback is addressed appropriately CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] ***

March 7, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr [redacted] ***Complaint ID [redacted] [redacted] (the “Vehicle”), VIN: [redacted] Dear Mrs***:I am writing in response to your letter dated February 21, 2016, wherein you forwarded a complaint from Mr [redacted] regarding the Vehicle purchased from the store located in Costa Mesa, California (“CarMax”) on or about February 23, 2013.Prior to receiving this complaint, CarMax was not made aware that the steering wheel shaking concern was still ongoing In an effort to assist, CarMax’s Service Manager, Taryn S [redacted] , contacted Mr [redacted] to schedule an appointment to address this concern on March 10, at AM.The Vehicle is outside of CarMax’s 6-month or 6,mile limited warranty at this time However, CarMax has offered to diagnose the steering wheel shaking concern at no cost to Mr***.CarMax appreciates the opportunity to respond to this complaint and considers the scheduling of the appointment the resolution to the complaint.Please contact me at (855)562-extension [redacted] with any questions you may have.Sincerely,Nekia W [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.] I was not given a new payment option I will not deal with carmax again I may take legal counsel in this matter and my husband is a co signer and they never gave him an option either 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 complaintCurrently we are still waiting to hear if the warranty group is going to approve the replacement for a new engine, for the diagnosis of a porous blockAgain I would like the remaining Of my loan paid and Carmax to take back this vehicleThis vehicle is not mechanically safe or reliableFor your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

August 10, [redacted] Re: [redacted] ***Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] I am writing in response to your letter dated July 22, 2016, regarding the Vehicle appraised at the CarMax store located in [redacted] (“CarMax”) on or about July 22, Based on Mr [redacted] claim that CarMax allegedly damaged his Vehicle during their appraisal process, he is requesting that CarMax reimburse him the cost he paid to have the Vehicle towed to and repaired by his mechanic.CarMax’s appraisal process consists of taking a vehicle on a one-mile test drive During this drive, CarMax will evaluate the vehicles performance and overall drivability After that is completed, CarMax will park the vehicle and inspect it for any signs of frame, flood or cosmetic damage Once this is done, CarMax’s Purchasing Team will provide the customer a written offer for their vehicle This offer is then good for a period of seven daysTo highlight, this same process was followed for Mr [redacted] Vehicle and is of CarMax’s opinion that they were not at fault for the failure noted in the complaint.As a gesture of goodwill, CarMax offered to diagnose the Vehicle at no cost However, Mr [redacted] declined this offer and had the Vehicle towed to his mechanic for diagnosis (at his expense).CarMax later received a survey from Mr [redacted] on or about July 25, 2016, indicating that his mechanic determined that there was a communication failure between the remote start feature and the ignition key However, Mr [redacted] did not provide a cost associated with this repair, nor additional details from the mechanic stating that this was in direct relation to CarMax’s appraisal Therefore, in an effort to learn more, CarMax called and left a voicemail with Mr [redacted] on about August 5th CarMax has not heard back from Mr [redacted] as of today’s date.Based on the above, CarMax is unable to provide a resolution as it pertains to this complaint, but would encourage Mr [redacted] to contact Senior Buyer, [redacted] , back at [redacted] ext [redacted] when he has a chance to do so.CarMax appreciates the opportunity to respond to this complaint.Sincerely,Nekia W [redacted] Analyst, Executive Response Team

[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] ***

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]

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 All of my issues that were resolved at the ford dealership were all thoroughly discussed in detail with CarMax during my first trip with this vehicle to Carmax's service centerMrD*** is completely inaccurate by stating I "also mentioned new concerns" when at the Ford dealersipEach and every concern that was successfully repaired by the ford dealership was initially discussed with CarMaxMrD [redacted] also tries to make it seem that this process did not consume much of my time or expense which is highly inaccurateI made over three trips to CarMax for these ongoing issues which is over an hour away each way plus the time spent in the service departmentThe dealership also was a distance but closer than tampa but after spending time in their service department, I then had to wait for the car rental business to come to this location....then drive me to their store...sit and wait in their office for the rental and then be free to resume my dayYou can imagine how much time I had to take away from work plus my expense in gasFor MrD [redacted] to see no wrong in this series of events truly questions my ideas of Carmax's integrityIf there is no proper resolution and compensation for this terrible experience I will have to take further action to make sure Carmax does not continue this behavior with future customers Regards, [redacted]

Dear Mrs [redacted] ***: Thank you for forwarding the complaint dated July 20, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about October 31, 2015.In the complaint, Ms [redacted] describes concerns with the convertible top of the Vehicle, which she states recently flew open during operation and may be deemed a total loss by her auto insurance providerMs [redacted] requests that CarMax replace the Vehicle with another car.Business records indicate that the Vehicle arrived to CarMax on or about March 11, 2016, when the service department addressed Ms [redacted] ’ concerns with windows, windshield wipers, a key fob, and recommended that she visit a vendor for a requested repair to one of the leather seatsDuring this appointment, CarMax completed an oil change to the Vehicle and was unable to duplicate a concern that Ms [redacted] had with the Vehicle’s heating systemCarMax also looked into a ticking concern that Ms [redacted] had with the CD player and confirmed that the convertible top was operating as designed at the time of the appointmentIt’s noted that CarMax shared that they did not have record of previous repairs completed to the Vehicle’s convertible top, and let Ms [redacted] know that any top adjustments that she wished to have completed would not fall under the terms of her [redacted] extended service plan coverage and would need to be completed at a dealer service center.The Vehicle then returned to CarMax on or about May 10, 2017, when Ms [redacted] stated that the convertible top was inoperableCarMax sublet the Vehicle to a local [redacted] service center for diagnostic testing, who stated that the convertible top shelf needed repairs, which would not fall under the terms of her [redacted] extended service plan coverageThis information was shared with Ms [redacted] on or about May 18, 2017, and she elected to not move forward with the repair at [redacted] quoted priceCarMax assisted by providing a loaner vehicle for Ms [redacted] and covering the expense of the diagnostic testing at the [redacted] service center for this concern.Ms [redacted] contacted CarMax’s Customer Relations Department on or about July 7, 2017, stating that she had been asked to return the loaner vehicle and take back possession of the VehicleCarMax remained in communication with Ms [redacted] from this point and let her know that while they would not be assisting with the cost (due to not completing any repairs or diagnostic testing), they could complete an appraisal, which Ms [redacted] declined to move forward with.After collecting the Vehicle from CarMax on or about July 17, 2017, Ms [redacted] contacted CarMax the following day to say that the top of the Vehicle flew back during operationMs [redacted] mentioned that she would be emailing CarMax about thisCarMax received an email from Ms [redacted] on or about August 10, 2017, regarding the previously noted concernsAs the Vehicle arrived to and was collected from CarMax by Ms [redacted] in the same condition, CarMax again confirmed that they would not be assisting with this repair expensiveWhile CarMax will not be participating in Ms [redacted] ’ requested settlement, she is encouraged to visit CarMax [redacted] to have the Vehicle appraised and receive a written appraisal offer, should she wish to do so.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Sincerely,K [redacted] R [redacted] Analyst, Executive Response Team

June 2, [redacted] Moorefield Park Drive, Suite Richmond, VA RE: [redacted] VIN: [redacted] Dear Mrs ***, Thank you for forwarding the complaint received in your office from Eric *** regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on April 13, In the complaint, Mr [redacted] states that a [redacted] dealership recommended the Vehicle’s front brakes be replacedMr [redacted] also mentions a concern with the one of the Vehicle’s tires CarMax wants Mr [redacted] to be comfortable and confident in the Vehicle he purchased, and has replaced the Vehicle’s front brakes CarMax management has also been in contact with Mr [redacted] in regards to assisting with the cost of a tire replacement 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

August 11, Re: [redacted] Complaint ID: [redacted] * Thank you for forwarding the complaint dated July 22, regarding the Vehicle purchased from the CarMax store located in [redacted] , [redacted] (“CarMax”) on or about June 16, In the complaint, Mr [redacted] states that CarMax’s website listed the Vehicle as having a rear view cameraCompany records indicate that Mr [redacted] emailed CarMax on or about July 22, regarding this concern and also called to speak with a Customer Relations Analyst on or about July 25, CarMax’s notes state that Mr [redacted] talked with a Sales Manager at CarMax [redacted] around this time, who explained that the window sticker is an accurate representation of the specific features for the VehicleWhile it was noted that a rear view camera may be a possible feature for the Vehicle, the window sticker did not include a rear view camera as an included feature Additionally, CarMax lists the following disclaimer on vehicle profiles on the website: “We make every effort to provide accurate information, but please verify before purchasing.” While CarMax will not be participating in replacement of the Vehicle as requested, the [redacted] location has offered to provide the parts and labor (for installation of the compatible rear view camera) at a reduced price for Mr [redacted] A Sales Manager called Mr [redacted] on or about August 11, and was able to speak with Mr [redacted] directly about this offer of assistance CarMax’s records indicate that Mr [redacted] indicated during this call that he would like to take some time to consider if he would like to acceptMr [redacted] is encouraged to reconnect with the CarMax [redacted] ’s sales department at [redacted] option *, once he has made a decision regarding this offer CarMax appreciates the opportunity to respond to this complaint Please contact me at [redacted] , extension ***, with any questions you may have

July 27, [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA [redacted] Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of Newark, DE (“CarMax”) on June 28th, In his complaint, Mr [redacted] referenced concerns with options listed on the Vehicle at the time of purchase Mr [redacted] requested a full refund of expenses since his purchase CarMax extended an offer to Mr [redacted] related to his requested settlement prior to this complaint being filedMr [redacted] accepted this offer on approximately July 17th, CarMax will not be extending any further offer or settlement at this time Thank you for providing CarMax the opportunity to respond to this matterIf Mr [redacted] has any further questions he may contact me directly at [redacted] Sincerely, [redacted] Analyst, CarMax 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 belowI filed a complaint with Revdex.com on 12/4/against CarMax, Inc that I sold them a car and they never registered the car with the [redacted] and now I am getting delinquent notices, sanctions and fines CarMax replied to my complaint that “title is not changed to a new owner’s name until the new consumer owner of the Vehicle completes the process with appropriate agencies.” THIS IS NOT THE LAW IN CALIFORNIAOnce the vehicle was sold by me to CarMax they should have changed title immediately If they chose to have the car sit on their lot untitled and then when it was sold allow the new owner to change the title at their discretion, this is a violation of California law If you buy a car from a private seller, the [redacted] requires that you transfer the title in your name within days of the purchase dateThe seller should provide you with a majority of the required items to title the car in your name.Head to your local [redacted] agency (make an appointment to cut down your wait time) with:The properly assigned car title, complete with the seller's signature and any applicable lien releases on the appropriate line(s)IF the:Title was lost, you'll need to submit a completed:Application for Duplicate or Transfer of Title (Form REG 227), filled out and signed by you (the buyer) AND the seller.*Lien Satisfied/Legal Owner/Title Holder Release (Form REG 166) to indicate any lien releases, if applicableThis form must be notarizedPerson listed on the title is not the person selling you the vehicle, you must include all bills of sale to prove the changes in ownership leading up to youThe odometer mileage recordedon the title IF the car is under years old.If there's no space to record the mileage on the vehicle title, you (the buyer) AND the seller will need to complete and sign a Vehicle/Vessel Transfer and Reassignment Form (Form REG 262)Proof of smog certification, which you should have received from the seller.If your recently-bought vehicle is model years or fewer AND not diesel-powered, you're exempt from this requirement and must pay an $ [redacted] smog transfer fee instead.Payment for the $ [redacted] vehicle title transfer fee and all use tax fees.The [redacted] accepts cash, debit/credit cards, and cashier's checks or money orders made payable to "***."When everything's approved, the [redacted] will issue a [redacted] title for the car in your name! You officially own the vehicle 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 do not live near the location where the vehicle was purchased from and took the vehicle to the closest [redacted] DEALERSHIP to have it repaired not back to CARMAX where it was purchased It was only after I had to have the vehicle placed in the repair shop for significant impairments on several separate occasions for the same issue Even the dealership suggested I contact CARMAX to have them review and diagnose the issue and offer assistance in getting the vehicle repaired to CARMAX standards, but seems to have made it to the nonconformity standards instead I paid over $10k for the vehicle and after having had it placed in the shop for the same issue more than times I have contacted CARMAX in regards to the electrical issue with the vehicle The vehicle has completely shut off on me while travelling on the highway on more than one occasion, placing not only my self but drivers around me in danger as it completely locks up the steering wheel which is a serious safety defect I have followed every direction they have asked of meI have had it appraised by CARMAX and given an offer of $which they state was given due to the excellent condition of my vehicle yet I owe over $7k on the vehicle I have provided CARMAX with all of my record and at their request had CARMAX service team run an engine diagnostic and a scan of my electrical system, they had it in their possession for days prior to telling me nothing was wrong Which is impossible since you don't even have to run a scan or any diagnostic on the vehicle to see the rear signal lights do not work and the driver side reverse light is also out Which when they are replaced short out the starter (the main reason it has been in the shop nearly once every month for the past year and a half) So what if I had taken the vehicle to Carmax...who has looked at my vehicle for days and concluded nothing was wrong with it?? How would that have helped The law does not state that I have to take my vehicle back to the company I purchased it from to be considered to have a serious safety defect I have made reasonable allowances regarding the vehicle by taking it directly to the manufacturer for repairs I have kept excellent records of every visit to have the vehicle repaired and have attached them to this letter as well I would be willing if offered to 1.Replace the motor vehicle with a comparable motor vehicle2.Accept the return of the motor vehicle and refund to the consumer, lessor, and any lienholder as their interest may appear the full contract price, including all collateral charges, incidental damages, less a reasonable allowance for the consumer's use of the vehicle up to the date of the first notice of nonconformity that is given to the manufacturer, its agents or authorized dealer3.in addition I would be willing to accept any assistance in repairing or correcting any defect or condition, including those that do not affect the driveability of the vehicle 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 me, however, I do not wish to be refunded the $I 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]

January 5, [redacted] Re: C [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated December 21, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about December 7, In the complaint, Mrs [redacted] expresses concern with the condition of the Vehicle’s right front tire and requests that CarMax replace it at no cost to herMrand Mrs [redacted] contacted CarMax on or about December 7, regarding concerns with the Vehicle’s driver side window, the anti-lock braking system (ABS) indicator light, and forward collision warning indicator lightCarMax assisted by scheduling a service appointment for December 21, Before the appointment, Mrand Mrs [redacted] contacted CarMax regarding a concern with the right front tireDuring the scheduled appointment, the Service Manager and members of the service team also inspected the right front tire of the Vehicle with Mr [redacted] Notes from this appointment state that the right front tire had lots of dirt on it, with the exception of the damaged sidewall area, the valve, and the wheelThis damage appeared to be consistent with an impactThe other three tires were noted as being in very good conditionCarMax’s records indicate that the Vehicle went through the initial reconditioning process on or about September 13, 2016, before being available for saleDuring this time, it was confirmed that the Vehicle’s tires were at or above discard specificationsAs CarMax’s records do not indicate any issues with the tires prior to the time of sale, CarMax priced the necessary parts at cost for Mr [redacted] , quoted at $***CarMax then offered to split the cost of the repairs as a gesture of goodwill for Mrand Mrs [redacted] , which they declinedCarMax’s Service Manger called Mrs [redacted] on or about December 29, to offer replacement of the tire at no cost, again as a gesture of goodwillDuring this call, the choice to have the cosmetic concern with the wheel addressed at a price of $ [redacted] was also offered, which Mrs [redacted] stated she would considerCarMax assisted by replacing the Vehicle’s right front tire on or about January 3, at no cost to Mrand Mrs [redacted] The offer to complete repairs on the wheel at the previously stated amount was again shared with Mrs [redacted] during the appointmentMrs [redacted] is encouraged to contact the service department at [redacted] , extension *, should she wish to accept this offer and discuss next steps in more detailCarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] , extension ***, with any questions you may have.Sincerely,Kristina S*Analyst, Executive Response Team

November 5, [redacted] Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mrs [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] ***I am writing in response to your letter dated October 13, 2015, wherein you forwarded a complaint from [redacted] regarding the Vehicle purchased from the CarMax store located in Brandywine, Maryland (“CarMax”) on or about February 15, 2014.CarMax was not given the opportunity to diagnose or repair the Vehicle within the 30-Day Limited Warranty (or any months following the initial date of purchase) CarMax has again declined the desired settlement as set forth in the complaint However, if MrsBeasley would like to pursue a repair at her cost or have the Vehicle appraised, she is welcome to visit the CarMax nearest her.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely, [redacted] ***

September 8th, [redacted] Re: [redacted] Complaint ID: [redacted] Thank you for forwarding the complaint dated August 26, regarding the Vehicle purchased from the CarMax store located in Midlothian, VA (“CarMax”) on or about June 11, 2013.In the complaint, Mr [redacted] refers to mechanical concerns that he’s experienced with the Vehicle within his time of ownershipHe shared that there have been repeat issues with both the transmission and check engine light, and is now requesting for CarMax to purchase his Vehicle at [redacted] ‘Fair Market Value’ of $***.CarMax service records indicate that the Vehicle was brought in for an ignition coil and spark plug concern on or about November 17, and on or about January 20, On both occasions, CarMax diagnosed the Vehicle and made the necessary repairsThe ignition coil was covered under the terms of Mr [redacted] MaxCare Extended Service Plan and CarMax’s 6-month/ 6,mile warranty Spark plugs are a ware and tear item, but CarMax replaced them at no cost to Mr [redacted] as a gesture of customer serviceOn or about December 1, the Vehicle was brought in for a check engine light concern which was an indicator that the valve assembly needed to be replacedThis repair was covered under the terms of Mr [redacted] MaxCare Extended Service Plan.On or about January 8, 2015, the Vehicle was in for service due to another check engine light concernUpon inspection, it was determined that the intake manifold needed to be cleaned – due to the intake runner stickingThe Vehicle was later brought in for a transmission light concern on or around June 3, However, this concern did not present itself to CarMax or the Volkswagen dealership that the Vehicle was sublet toTherefore, no repairs were completed during this visit.Most recently, on or about August 12, 2016, the Vehicle was brought in for service due to a check engine light concernCarMax diagnosed the Vehicle and determined that the source of the concern was unrelated to any previous repairs, and would therefore be charged at CarMax’s standard rate – due to the recent expiration of his MaxCare Extended Service PlanAs a gesture of customer service, however, CarMax offered to cover the cost associated with this repair.In regards to our initial appraisal offer, we do not use [redacted] when determining the value of a vehicleHowever, after further research, CarMax learned that the amount that Mr [redacted] is referring to ($***) is the ‘Private Sale Value’ for [redacted] ***, which is an estimate for if he had sold the Vehicle himselfOur appraisal offer of $ [redacted] for the Vehicle (on or about June 7, 2016) was $ [redacted] more than [redacted] ***’s ‘TraValue,’ which would pertain to selling the Vehicle to a dealerThis offer was extended to Mr [redacted] until August 31, 2016, which has now expired.Based on the above, CarMax is unwilling to provide Mr [redacted] with the resolution that he seeksHowever, if Mr [redacted] is still interested in selling the Vehicle to CarMax, he is welcome to bring it by the CarMax nearest him to have it reappraised at its current market value CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] , extension ***, with any questions you may have.Sincerely,Gabrielle P [redacted] Analyst, Executive Response Team

Dear [redacted] ***: Thank you for forwarding the complaint dated [redacted] ***, regarding the Vehicle purchased from the CarMax store located in Spokane Valley, Washington (“CarMax”) on or about [redacted] *** In the complaint, [redacted] outlines her concerns with multiple service visits, as well as the reporting of Vehicle history events [redacted] states that an accident showing on one history report has impacted the tra value of the VehicleShe states that her family sold it to another dealership for [redacted] and requests that CarMax provide her with [redacted] , the difference between the traamount and the Vehicle loan balance Business records indicate that [redacted] and her son received a copy of the [redacted] Vehicle History Report prior to purchase, as part of CarMax’s sales processThis was generated on or about [redacted] ***, and did not indicate any reported accidentsAfter the date of sale, the Vehicle returned to CarMax for service appointments on or about the following dates in [redacted] **During these appointments, CarMax diagnosed and repaired components determined to be causing the illuminated check engine light, and also sublet the Vehicle to a [redacted] service center, when appropriateThese repairs were completed at no cost to [redacted] ’s son [redacted] contacted CarMax’s Customer Relations department by phone on or about [redacted] ***, at which time she expressed her frustration with the return service appointments, as well as the accident history concern, as reported on the [redacted] Vehicle History Report Following this call, CarMax Spokane’s Operations Manager and Location General Manager both spoke with [redacted] It was discussed with [redacted] that CarMax’s sales process includes reviewing a free [redacted] Vehicle History Report prior to the final point of saleAdditionally, while [redacted] is a helpful resource, every accident may not be reported in an [redacted] report and CarMax cannot guarantee an accident-free vehicleCarMax stands behind every vehicle sold by guaranteeing that they do not have flood damage, frame damage or salvage history, or CarMax will buy it backAn [redacted] Vehicle History Report generated on August 1, 2017, lists no reported accidentsA [redacted] Vehicle History Report generated on [redacted] ***, lists one accident, reported as [redacted] *** Business records note that the Location General Manager spoke with [redacted] on or about [redacted] ***, presenting her with options to visit CarMax for a written appraisal offer on the Vehicle, or to have CarMax to continue addressing the mechanical concerns, both of which [redacted] declinedPer [redacted] ’s Revdex.com letter, she then elected to trade the Vehicle to another dealership for the amount they offered While CarMax will not be participating in the requested settlement, [redacted] may contact CarMax Spokane at [redacted] for any unaddressed questions that she has CarMax appreciates the opportunity to respond to this complaint and considers this matter closed Please contact me at [redacted] ***, with any questions you may have Sincerely, [redacted] ***

Thank you for forwarding the complaint, dated March 22, 2018, regarding the Vehicle purchased at the CarMax store located in [redacted] (“CarMax”) on May 1, In the complaint, Mrs [redacted] states that she did not understand that a refund for a cancelled MaxCare extended service plan (“ESP”) would be issued directly to the Vehicle’s lienholderShe requests that CarMax issue the refund directly to her in the form of a check Mrs [redacted] financed the purchase of the ESP and signed a MaxCare Service Contract which provided authorization to the Vehicle’s lienholder to receive any refund for a plan cancellationTherefore, CarMax declines Mrs [redacted] ’s request to issue a refund directly to herIf Mrs [redacted] would like to cancel the ESP, she may contact CarMax’s business office at [redacted] to initiate that process CarMax appreciates the opportunity to respond to this complaint and considers this matter closedPlease contact me at (800) [redacted] , extension ***, with any questions you may have Sincerely, Jennifer R [redacted] Analyst, Customer Relations