Bastian Roofing

February 24, [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated January 24, regarding the Vehicle purchased from the CarMax store located in [redacted] ***, [redacted] (“CarMax”) on or about July 28, In the complaint, Mr [redacted] states that the Vehicle has been experiencing an intermittent issue resulting in it jumping, shaking, and turning off while idleMr [redacted] states that CarMax did not interpret the diagnostic report correctly and therefore, did not resolve the Vehicle’s issue(s) Mr [redacted] letter does not include his desired settlement requestAccording to CarMax’s records, Mr [redacted] provided CarMax with a diagnostic report from [redacted] on or about January 9, CarMax inspected the charging system per [redacted] diagnostic report at the time of this appointment CarMax determined that the battery needed to be replaced in order to resolve the concern and completed the repairCarMax had not received further communication from Mr [redacted] about the concern presenting itself after the replacement of the Vehicle’s battery and was unaware of any outstanding concerns that he had until the receipt of this complaintHowever, after reviewing his letter, CarMax [redacted] Assistance Service Manager, MrJohnathan B***, invited Mr [redacted] to come in for an appointment on or about February 24, for further diagnostic testing CarMax also let Mr [redacted] know that they would provide him a loaner vehicle for the duration of time that the Vehicle is in for repairsCurrently, the Vehicle is sublet to the local dealer repair facility for diagnostic testingCarMax will continue to provide Mr [redacted] updates as they become availableCarMax appreciates the opportunity to respond to this complaintPlease contact me at [redacted] , extension ***, with any questions you may haveSincerely, Gabrielle P [redacted] Analyst, Executive Response Team

Revdex.com: I resolved this issue in person

[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] ( for the warranty to be reset for days), 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]

Dear MrsVia, Thank you for forwarding the complaint received in your office from Mr [redacted] as it pertains to his purchase of the Vehicle form CarMax of [redacted] **(“CarMax”) on or about February 8, In his request, Mr [redacted] is asking for a manager to contact him and to offer a rental car until the concern with the [redacted] registration is resolved I am pleased to inform you that Mr [redacted] concerns have been addressedCarMax was able to offer a full return on the Vehicle and Mr [redacted] has purchased another vehicle from CarMax In the event that Mr [redacted] has any further questions, he is welcome to contact me directly at [redacted] Sincerely, V [redacted] W [redacted] Analyst, Customer Relations

February 3, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated January 24, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about October 23, In the complaint, Mrs [redacted] states that her temporary registration paperwork has expired due to issues with the documents from the previous owners of the VehicleShe requests that CarMax either work with the [redacted] to complete the Vehicle registration by January 27, 2017, or take return of the Vehicle, refund her payments made since purchase, and pay off her loan balance CarMax’s records indicate that the title for the Vehicle was received from the lienholder on or about December 1, As it was noticed that some of the documents needed for Vehicle registration were unable to be located, CarMax worked with the Vehicle’s previous owner throughout the month of December to obtain the necessary paperworkBusiness records state that Mrs [redacted] contacted the CarMax [redacted] regarding her Vehicle registration on or about December 24, 2016, when the Assistant Business Office Manager confirmed for her that this was expected to be processed by January 27, CarMax received the documents from the previous customer and worked with the [redacted] to finish the Vehicle registration process for Mrs [redacted] on or about January 25, Registration for the Vehicle is now valid until May 16, 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 haveSincerely, Kristina S [redacted] Analyst, Executive Response Team

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I never spoke to anyone at Car Max named Mr Kamala W [redacted] and told this person I was satisfied with the repairs of carI actually spoke with the service department in regards to my concerns several times and the concerns were never addressedI was told I would be contacted by the service manager and never received a response to my complaint I told the service department several times I was unhappy with the repairs and the fact the car had to be continued to be returned to the service department for major repairs over times and I was not able to drive the car for several weeks and concerned about the fact the car was supposed to pass a point inspection but has continued to have service repair issuesI told the service department the car should have not been on lot due to the amount of repairs is had to go throughThe car is still in terrible condition and in need of repairsTherefor, I did not want to the car and continue to have to bring the car to the service department for repairs the at my expense due to the service department stating to me the warranty was up on car and I would have to pay out of pocket for any further repairsI still am asking Car Max to take the car back and offer a transfer to another vehicle or return money put down and payments made on the carThank You Regards, [redacted]

September 1, [redacted] Re: [redacted] Complaint ID: [redacted] Thank you for forwarding the complaint dated August 19, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about July 25, In the complaint, Ms [redacted] expresses concerns with a recall on the Vehicle, as well as the written offer she received after her recent appraisal from CarMaxMs [redacted] requests that CarMax provide an offer aligned with [redacted] pricing CarMax completed a recall search for the Vehicle (on the [redacted] website) on September 1, 2016, which listed one open recall on the VehicleThis recall was reported by the Vehicle manufacturer after the previously stated date of purchase for the Vehicle and is listed on the [redacted] website as February 5, A member of CarMax’s purchasing team called Ms [redacted] on September 1, to talk about her recall questions and factors that may have impacted her written appraisal offer, including mileage, Vehicle features, the interior and exterior condition of the Vehicle, and market trendsCarMax’s records indicate that Ms [redacted] was provided with direct contact information for the associate she talked with, should she have additional questions after that callFor details about how CarMax addresses recalls, Ms [redacted] is encouraged to visit this site, [redacted] As the original written offer is now beyond the seventh day from the date of appraisal and is no longer valid, Ms [redacted] is encouraged to return to CarMax to have the Vehicle re-appraisedShould Ms [redacted] wish to visit for an additional appraisal, CarMax will be happy to extend a written offer for the Vehicle CarMax appreciates the opportunity to respond to this complaint Please contact me at [redacted] extension ***, with any questions you may have Sincerely, Kristina S [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: Issue has been resolved and Carmax did in fact pay off the full amount of the original purchase pricePlease take this email and close matter at it has been resolved Thank you very much :) [redacted]

January 29, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, VA RE: Jeremy [redacted] VIN: [redacted] [redacted] LEAF (the “Vehicle”) Dear Mrs ***, Thank you for forwarding the complaint received in your office from Jeremy [redacted] regarding the Vehicle he purchased from CarMax of Capital Boulevard, NC (“CarMax”) on January 12, In his complaint, Mr [redacted] states that around January 24, financing was denied, and he was required to return the Vehicle In his settlement, Mr [redacted] requests that CarMax return the Vehicle to him and reinstate the original financing, or provide the wholesale value or his trade-in Mr [redacted] and his co-applicant received initial financing through American Credit Acceptance (“ACA”) Upon reviewing the application and potential intended use of the vehicle, ACA denied financing On or around January 26, CarMax worked with ACA to get approval for Mr [redacted] and his co-applicant ACA approved financing for Mr [redacted] and his co-applicant An additional lender also approved Mr [redacted] and his co-applicant Mr [redacted] and his co-applicant re-purchased the Vehicle on January 26, CarMax is delighted that assistance could be provided to Mr [redacted] in obtaining financing for his purchase If Mr [redacted] has any further questions he may contact me at 1-800-519-ext*** Sincerely, Jennifer [redacted] Analyst, CarMax Customer Relations

October 3, [redacted] ***, Operations [redacted] Re: Ms [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated September 16, regarding the Vehicle purchased from the CarMax store located in [redacted] , ** (“CarMax”) on or about April 18, In the complaint, Ms [redacted] shares that when she purchased the Vehicle from CarMax she was informed that she could refinance after a year and a half of making her payments on timeHowever, when Ms [redacted] went to refinance the Vehicle, she shared that she was denied approval (by multiple companies) due to the Vehicle being over years oldMs [redacted] is requesting that CarMax Auto Finance refinance her current loan at a lower rate or she would like CarMax to pay off her current loan and find another vehicle with a lower monthly payment/interest rate Ms***’ finance rate and her ability to refinance the Vehicle’s loan is heavily influenced by factors other than the age of the vehicle, this could include personal credit history and application information - in which CarMax has no control overIn addition, while the vehicle’s age and mileage are taken into consideration, it’s CarMax’s understanding that the decisions to approve the refinancing of a car loan is solely that of the financial institution(s) in questionTherefore, CarMax is unable to speak on behalf of specific financial institutions regarding their refinancing transactions Additionally, CarMax Auto Finance does not have the ability to refinance loans, whether the original loan is through them or another finance company Based on the above, CarMax is unwilling to provide Ms [redacted] with the resolution that she seeksHowever, if Ms [redacted] would like to sell the Vehicle to CarMax and finance another vehicle, she is welcome to bring it by the CarMax nearest her to have it appraised and run a new finance application on a different vehicle CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension ***, with any questions you may have Sincerely, Gabrielle P [redacted] Analyst, Executive Response Team

October 26, [redacted] ***, Operations [redacted] RE: [redacted] , VIN: [redacted] (“the Vehicle”)Dear Mrs***,Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of ***, ** on June 11, In the complaint, Miss [redacted] states that the Vehicle has had multiple service concerns since the time of purchase and requests that CarMax buy the Vehicle back.CarMax’s records indicate the Vehicle was brought to CarMax of [redacted] , [redacted] for service on four different occasions, on or around: August 16, 2016, September 16, 2016, September 29, 2016, and October 5, Notes indicate that during the initial service visit CarMax was unable to verify two of the concerns brought to their attention, however, they were able to verify and complete needed repairs for the remaining concerns On the subsequent visits CarMax verified and completed repairs on all concerns brought to their attention During each of the four visits, repairs were completed at no cost to Miss [redacted] Additionally, as a gesture of customer service, CarMax covered the cost of a rental vehicle for the days not covered by Miss [redacted] Extended Service Plan.Miss [redacted] also states that “the vehicle purchased did not come with the items that were supposed to be in the car” Based on notes from the August 16, service appointment, which detail a concern with an inoperable Bluetooth, CarMax believe Miss [redacted] is referring this feature On or around the time of this service appointment, Miss [redacted] was advised that the Vehicle was not equipped with Bluetooth Additionally, upon receiving Miss [redacted] complaint letter, CarMax confirmed that Bluetooth was not listed as a feature on the Vehicle’s window sticker at the time of sale CarMax is unaware of any other concern Miss [redacted] has with the features of the Vehicle.While CarMax understands that service concerns can be frustrating, CarMax is unable to meet Miss [redacted] request to buy back the Vehicle because the Vehicle is outside CarMax’s 5-Day Money-Back Guarantee Additionally, all verified service concerns that have been brought to CarMax’s attention have been addressed at no cost to Miss [redacted] CarMax appreciates the opportunity to respond to this complaint If you have any additional questions or would like to discuss this concern further, please contact me at 1-800- [redacted] ext***Sincerely,Jennifer L***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 below The CarMax customer relations analyst, [redacted] who responded to my complaint is for one reason or another, lying CarMax has not attempted to reach me regarding this matter except for the initial call that was made to me by the Hartford Ct CarMax manager who was named Charlene I know that they did not try to reach me because they called me on Monday, 8/24/to confirm my mailing address so that they could overnight me my NY license plates and NY registration and they had no problem contacting me at that time I am satisfied with the outcome as I have now received my NY license plates and registration but I am livid that 1) they claim to have offered me some type of financial reimbursement for their error because they did not and 2) that somehow they would expect consumers to disregard a legally binding contract when I know that they would never do that if I made the error Having said that, I will now be filing a complaint with the consumer protection agency with the hopes that such a large corporation as CarMax will find a better solution to this problem if it is an ongoing issue Thank You for your help in this matter The matter has been resolved Regards, [redacted] ***

June 23, [redacted] RE: [redacted] Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] , ** (“CarMax”) on March 16, In the complaint, Mr [redacted] states that he and his wife were in a collision which involved damage to the Vehicle’s front wheel Mr [redacted] states that the cause of the collision was the wheel coming off of the Vehicle, and requests CarMax complete needed repairs on the Vehicle He also requests a reason behind his airbag not deploying during the collision CarMax inspected the Vehicle and found no evidence of failed parts that would have contributed to the wheel falling off An inspection of the tie rod showed evidence of external impact All evidence points to the wheel damage being caused by a significant impact by an outside objectMr [redacted] can refer to the Vehicle’s manufacturer for additional details on why an airbag may or may not deploy during a collision CarMax would be happy to complete needed repairs on the VehicleHowever because the Vehicle is outside the 30-Day Limited Warranty, costs associated with the repairs would be Mr [redacted] ’s responsibility As of June 23, 2016, Mr [redacted] has declined to have CarMax complete the needed repairs Out of customer service, CarMax has paid to have the Vehicle towed back to Mr [redacted] 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

Thank you for forwarding the complaint dated September 19, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about August 16, In the complaint, Mr [redacted] describes service concerns with the VehicleAdditionally, Mr [redacted] states an error related to the Vehicle’s loan occurredAs a result of these two concerns, Mr [redacted] requests that CarMax refund him the cost he paid for an extended service plan which he purchased and provide a 100,000-mile warranty at no cost, or authorize a full return of the Vehicle.CarMax is aware of Mr [redacted] concerns related to the loan on the VehicleCarMax management has been working with Mr [redacted] , as well as the Vehicle’s lienholder, to resolve the issueCompleting a return of the Vehicle was discussed with Mr***; however, Mr [redacted] has retained ownership of the Vehicle and CarMax worked with him and his lien-holder to resolve the aforementioned concernCarMax has also been working with Mr [redacted] regarding the service concerns with the VehicleCarMax did attempt repairs on the Vehicle’s fuel door, however, discovered that a greater level of specific expertise was needed for the concern and thus recommended that Mr [redacted] visit an Audi service center for additional repairsCarMax is continuing to work with Mr [redacted] and an area Audi dealership to address service concerns with the VehicleWhile CarMax is unable to issue a refund for the amount paid for the Vehicle’s extended service plan, CarMax has offered to cover the cost of a brake replacement completed by an authorized Audi dealership and to cover the first monthly car payment on the Vehicle, as a gesture of customer serviceSincerely, Jennifer L [redacted] Analyst, Executive Response Team

January 18, [redacted] Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated January 1, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about October 22, In the complaint, Mrs [redacted] expresses concern with the Vehicle’s tires and battery, as well as intermittent wobblingMrs [redacted] spoke with a Customer Relations Analyst on or about December 19, regarding the above concerns, as well as an issue with the Vehicle’s navigation systemThe next day, Mrs [redacted] expressed to the Analyst that she dropped off the Vehicle at the CarMax service center the evening of December 19, Service records indicate that diagnostic testing for the Vehicle started on or about December 21, During the time that the Vehicle was with CarMax, the service team confirmed that the tires were above discard standardsAs part of the diagnostic testing for the Vehicle, CarMax completed an extensive test drive (which included driving the Vehicle at highway speeds) and was unable to duplicate any wobbling or vibration concernsCarMax confirmed that the Vehicle’s navigation system was operating as designed and spoke with Mrs [redacted] regarding the recommendation to visit a dealer service center for any software update questions that she had CarMax also looked into Mrs [redacted] battery concern during the time the Vehicle was in for serviceCompany records state that the battery and charging system were operating as designed when the Vehicle was startedThe option to run additional diagnostic testing on the Vehicle at the standard rate was offered for Mrs [redacted] at that time, which she declined Following this, Mrs [redacted] called the Customer Relations Analyst again on or about December 22, 2016, to share that the Vehicle had broken down after leaving the service centerThe Analyst researched her concern and called Mrs [redacted] back that afternoon, leaving two voicemails that have not been returned as of today’s date While CarMax previously found the battery operating as designed, they are now offering to replace the Vehicle’s battery as a gesture of goodwill to ensure Mrs [redacted] peace of mindThis offer will be valid for Mrs [redacted] until April 1, 2017, and she is encouraged to call CarMax at [redacted] (option for service) to set up an appointment at her convenience CarMax appreciates the opportunity to respond to this complaint Please contact me at [redacted] , extension ***, with any questions you may haveSincerely, Kristina S [redacted] Analyst, Executive Response Team

Thank you for forwarding the complaint received in your office on January 26, 2018, from Ms [redacted] ***In the complaint, Ms [redacted] references concerns about the privacy of her personal and financial information in CarMax systems Ms [redacted] contacted CarMax Home Office on January 26, 2018, regarding the same concerns listed in the complaintCarMax Home Office has since been in contact with Ms [redacted] via phone to discuss these concerns A review of CarMax records indicate no evidence that Ms***’s information was compromised As a gesture of customer service, CarMax has offered credit monitoring services for one year at no cost to her CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved Sincerely, CarMax Home Office

November 20, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted] ***Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated November 5, regarding the Vehicle purchased from the CarMax store located in Sterling, Virginia (“CarMax”) on or about July 8, 2013.In this complaint, Mrs [redacted] cites issues with the Vehicle’s radio system, and requests that CarMax fix or replace the component CarMax’s records indicate that the service department worked with vendor specialist Sound Solutions to diagnose the Vehicle’s radio on or about November 12, at no cost to Mrs*** The diagnostic report states that Sound Solutions was unable to duplicate any intermittent radio disturbances CarMax’s records also indicate that the service department assisted by replacing the radio component at no cost to Mrs ***, and that the repair was completed on or about November 20, Service records state that CarMax coordinated the re-programming of the new unit with the Vehicle’s manufacturer, Mercedes-Benz, to ensure the radio would have full functionality for Mrs ***.CarMax appreciates the opportunity to respond to this complaint.Please contact me at (800)519-extension [redacted] with any questions you may have.Sincerely,Kristina S [redacted] Analyst, Customer Relations

April 6, Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated March 21, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about March 26, In the complaint, Ms [redacted] describes her concerns regarding the Vehicle’s history and receiving information from CarMax regarding a reported accident that the Vehicle was involved in prior to her taking possession at the date of saleMs [redacted] requests that CarMax offer her a refund settlement of $***-***, an amount she states is the difference between the Vehicle’s trade in value and what she expresses the Vehicle’s value to be Documentation from Ms [redacted] purchase of the Vehicle includes an AutoCheck Vehicle History ReportThis report was presented to Ms [redacted] on March 23, 2015, during the sales process, and indicates an accident reported to AutoCheck for the Vehicle, listed as having taken place on March 1, CarMax’s received an email from Ms [redacted] on February 28, 2017, regarding her concernCarMax contacted Ms [redacted] and her husband this week by phone and email, and offered to email a copy of the AutoCheck Vehicle History Report that was provided during the sales processCarMax’s Customer Relations department talked with Ms [redacted] by phone on or about March 6, to ensure that she had received a copy of the paperwork, as requestedMs [redacted] called the Customer Relations department on or about March 13, 2017, stating that she had not yet received the documentA Sales Manager at the CarMax location then confirmed that this information had previously been sent to Ms [redacted] at the email address she providedAdditionally, CarMax has sent emails to Ms [redacted] throughout the month of March, 2017, messages that included an additional digital copy of the AutoCheck Vehicle History Report provided for her during the sales process While CarMax will not be participating in the settlement requested by Ms***, she is encouraged to contact CarMax [redacted] at [redacted] for any unaddressed questions that she has regarding the 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 R [redacted] Analyst, Executive Response Team

January 31, [redacted] Re: [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] I am writing in response to your letter dated January 14, 2017, wherein you forwarded a complaint from Mr [redacted] regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about January 7, In the complaint, Mr [redacted] states that he received two key fobs at the time of sale; however, one was branded ***, while the other was branded *** In addition, Mr [redacted] shares that the ***-branded key did not come with the liftgate or remote start feature, as the other ***-branded key He requests for CarMax to mail him a check in the amount of $***, in order to use that towards the purchase of a fully programmed key fob from the [redacted] dealership.CarMax’s records indicate that a member of their service team called Mr [redacted] on or about January 30, and offered to reimburse him the cost to purchase a fully programmed key fob from the [redacted] dealership Mr [redacted] advised CarMax that he has not yet purchased the key fob, but plans to do so on or about February 4, After completion of these services, CarMax encourages Mr [redacted] to submit his paid invoice to their service department for reimbursement by mail.CarMax appreciates the opportunity to respond to this complaint and finds the offer to reimburse the cost of the key fob the resolution to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W [redacted] Analyst, Executive Response Team

May 20, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, VA RE: [redacted] VIN: [redacted] Chevrolet Equinox (“the Vehicle) Dear Mrs ***, Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of Baton Rouge, LA (“CarMax”) on January 21, In her complaint, Mrs [redacted] states the Vehicle has had multiple service concerns, including not “turning over” Mrs [redacted] states she has brought the Vehicle to CarMax for repairs, but continues to have service concerns On or around May 13, CarMax sublet the Vehicle to a local Chevrolet dealership for diagnosis and repair The Chevrolet dealership was unable to duplicate a starting concern and found no failed parts On or around May 18, 2016, the Chevrolet dealership returned the Vehicle to CarMax CarMax continued efforts to duplicate the concern, but was unable to duplicate any starting concern CarMax is committed to addressing repair needs for any concern that can be duplicated Additionally, while the Vehicle is outside of CarMax’s 5-Day Money Back-Guarantee, if Mrs [redacted] would like to sell the Vehicle, CarMax is happy to appraise it and provide a written offer for the Vehicle If Mrs [redacted] has any additional questions, or would like to discuss this concern further, he may contact me at 1-800-519-ext*** Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations