Bastian Roofing

Thank you for forwarding the complaint received in your office from Ms [redacted] as it pertains to her purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on February In the complaint, Ms [redacted] requests that CarMax refund her the total price of the Vehicle due to selling her the Vehicle with an open recall present CarMax was aware of Ms [redacted] ’s concerns and request prior to receiving this complaintCarMax provides each customer with a copy of records from the National Highway Traffic and Safety Administration (NHTSA) recall database for any vehicle purchasedAt the time of Ms [redacted] ’s purchase, there were no open recalls listed for the Vehicle in the database Ms [redacted] contacted CarMax on or about November 9th, 2017, advising that there was now a recall listed for the Vehicle dating back to January of CarMax offered to help contact a Ford manufacturer facility for Ms [redacted] so that she could have this recall concern addressedMs [redacted] instead insisted that CarMax refund her the full purchase price of the Vehicle Some CarMax vehicles may have open safety recalls on themManufacturers have not authorized CarMax to complete safety recall repairs and close out safety recallsThe current safety recall system is based on the manufacturer’s relationship with its authorized dealers and registered vehicle ownersBefore a customer purchases a vehicle from CarMax, the Sales Consultant will review a vehicle history report and a VIN-specific safety recall report from the NHTSA website with the customerCarMax notifies customers prior to purchasing a vehicle to have open safety recalls fixed by the manufacturer immediately CarMax will not be participating in Ms [redacted] ’s requested settlement for a full refund as any warranty and return period provided by CarMax has expiredIn the event that Ms [redacted] would like to sell the Vehicle, CarMax is happy to appraise the VehicleIf Ms [redacted] has any further questions, she is welcomed to contact me at 1-***-***-***, ext***Thank you for providing CarMax the opportunity to respond to this matter and CarMax considers this matter resolved Sincerely, Curt D [redacted] Analyst, Customer Relations

I could contact the bank for a copy of the check to the warranty group but this shows all the information that should have been needed to process my requestAlso include the incorrect cancellation

Thank you for forwarding the complaint dated August 22, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about March 24, In the complaint, Miss [redacted] describes service concerns with the Vehicle and requests that CarMax complete repairs on the Vehicle In the complaint, Miss [redacted] states that within two weeks of purchasing the Vehicle it began to shake and ride differently at low fuel levelsOn or around May 5, 2017, Miss [redacted] brought the vehicle to CarMax for serviceDuring this visit, CarMax diagnosed an illuminated brake fluid light and check engineTo resolve these concerns, the Vehicle’s fuel tank valve was replaced and the brake fluid was servicedCarMax has no record of a drivability concern noted at the time of this appointment On or around August 22, 2017, Miss [redacted] scheduled a service appointment for August 30, At this time, Miss [redacted] was informed that CarMax repairs are covered by a 6-month 6,000-mile warranty and if the current concerns were related to the repairs completed in May, they would be covered under the warrantyOn or around August 30, 2017, CarMax diagnosed two bad ignition coils causing misfires on two cylindersCodes related to the bad ignition coils were not present during the May service appointmentCarMax also advised Miss [redacted] that the ignition coils needed to be replaced prior to completing additional diagnosis into the drivability concernMiss [redacted] then informed CarMax that she wished to pick up her vehicle and bring it to a ***-authorized repair facility for further diagnosis and repairsCarMax has not heard back from Miss [redacted] after she picked up her vehicle on August 30, CarMax appreciates the opportunity to respond to this complaint and to resolve Mr [redacted] concernsPlease contact me at (***) ***-***, extension ***, with any questions you may have Sincerely, Jennifer L [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 demand a 30-day warranty on whatever work is done to the vehicle, as every time it has been repaired the problem comes back I will take delivery of the vehicle after it has been repaired and will keep and eye on it for days If after that period the vehicle does not manifest any issues, I will accept the solution If within days the vehicle still has issues, I will demand a full refund 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 AS of April 3, my [redacted] was sent a week later after mind you it was towed to Carmax in Laurel one day after being picked up from being fixed on March 18, Per techs suggestion it was taken to a [redacted] dealership were it still sitsThe car has been with CarMax I believe now a total of days, though not consecutively Yes I have been given loaner but the point is I bought a car thinking it was in sound mechanical working orderAt this point I no longer feel this way and have voiced my frustration to service managers , Mangers when they call you back and the mechanics! At this point I feel that this car is in fact a lemon Carmax keeps trying to fix the car but has been unable to do so at this timeI want them to buy back the car and get a different one I no longer have confidence that this car is trustworthy nor road worthy Prompt response and action would be appreciatedPlease note I have also filed a complaint with Consumer Protection Division in Baltimore / states attorneys office in this matter Regards, [redacted]

January 14, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated December 29, regarding the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”) on or about March 20, In his complaint Mr [redacted] states concerns regarding rotors and brake pads on the Vehicle and requests that CarMax refund him $for repairs to address those concerns CarMax’s records indicate that Mr [redacted] contacted Customer Relations regarding his concerns on or about September 23, 2014, approximately six months after purchasing the VehicleCarMax’s records indicate that the service department spoke with Mr [redacted] regarding setting us an appointment The service department also explained that Mr [redacted] would be responsible for those repairs, due to the duration of time since the date of purchaseRecords also state that Mr [redacted] contacted Customer Relations on or about December 16, 2015, again requesting reimbursement for the rotors and brake padsCustomer Relations records indicate that Mr [redacted] was advised that CarMax would not be participating in a refund Mr [redacted] is encouraged to communicate with CarMax directly regarding any new concerns or questions he would like addressed 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, Customer Relations

October 23, [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA [redacted] Thank you for forwarding the complaint received in your office from Mr [redacted] regarding the sale of a Nissan Altima (VIN: 1N4AL2AP9CC182793, “the trade”) In his complaint, Mr [redacted] requested that CarMax forgive an underpayment on the payoff quote for the trade with his lender, [redacted] When this transaction was initiated, CarMax was unable to obtain a specific payoff quote on the trade due to the transaction occurring outside of business hours for [redacted] ***At that time, CarMax utilized an estimated payoff amount of $14, On August 12th, 2015, CarMax verified the actual payoff amount of $14,953.09; a difference of $from the original estimated quoteOnce a return of the extended service plan of the trade was processed, a balance of $remained on the accountPer the paperwork provided to Mr [redacted] at the time of this transaction, this would be his responsibility CarMax informed Mr [redacted] of this via the paperwork completed during the transactionAdditionally, the CarMax Recovery department has contacted Mr [redacted] informing him of this matterIf Mr [redacted] has any further questions, he may contact CarMax Recovery at [redacted] Sincerely, [redacted]

Dear Sir/Madam: Thank you for sharing Ms [redacted] ***'s complaint and providing us with the opportunity to respondMs [redacted] is requesting that we adjust the application of her insurance payment for a total loss accident which occurred on or about October 6, Unfortunately, we cannot grant her requestFor background, Ms [redacted] purchased a [redacted] (the "Vehicle") on August 1, Ms*** executed a retail installment contract (the "Contract") that same day to finance the purchase of the VehiclePursuant to the Contract, the monthly payment amount was $ [redacted] After Ms*** experienced a total loss on her Vehicle, her insurance paid $ [redacted] on or about November 16, After applying the insurance proceeds to her account's principal pursuant to our procedures, there was a remaining balanceMs [redacted] was advised of the remaining balance and offered a lower payment plan on November 22, On December 13, 2016, a lowered payment was requested and approvedHowever, no payment was made under this lowered payment arrangement and the account was charged off on February 28, We sent Ms [redacted] a settlement offer to accept less than what was owed for her remaining balance on April 10, In the interest of customer service, we would like to again offer Ms [redacted] the opportunity to settle her account for **% of the outstanding balanceIf Ms [redacted] is interested in this settlement opportunity, she should contact Ariana T [redacted] at 7**-792-extension ***Thank you, again, for bringing Ms***'s complaint to our attentionIf 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]

[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] 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] ***She said someone from carmax left a voice mailI told her let them respond through the Revdex.com so it would be on record [redacted] said she only received emails from the Revdex.comemail stating they received the complaint and email with the link showing complaint was closed because she did not respond to a email she hasn't received [redacted] never spoke with anyone from carmax about this complaintRepeat no oneOnly got a voice mail.The problems the car has are electrical as well as the transmission [redacted] told carmax about numerous problems with the car within the day warrantyShe was told to take it to a [redacted] dealer to look at because carmax was not equipped to diagnose and fix those kinds of problems[redacted] took the car to a dealer numerous timesThe stuff they fixed never fixed the problems she told them it hadThe car randomly doesn't do anything when pushing the starter button leaving her strandedThe transmission shakes the car from mild to shaking you out of the seat.When this happens the car will not accelerate making for dangerous conditions in traffic [redacted] agreed to replace the clutchThis won't fix the problemIt only had miles on it [redacted] has over of these clutches on back order [redacted] says live with the shake.The last dealer told us the same thingThe cars own system that emails you its condition says transmission shudder.The car still has all the original problems.I went with her to the last [redacted] dealerI reported all the problemsThe dealer refused to wtite down how I described the problemsInstead he said he had to put it in his own words so the problems were not accurately described and not fixedThey always fix stuff but car always remains in same condition that gets her stranded.It was in shop last time for a weekGot home and it wouldn't startWhen I asked the dealer what about the shudder they said we never mentioned anythingabout a shudder...liedBrought car right backThey had it another weekChanged some parts said it was fixedSaid they ordered a clutch under [redacted] warranty would get it in monthsSo now shes into two more weeks of rental carHad to pay for parts that may or may not have been needed and all original problems persistA year of randomly getting stranded and huge expenses related to getting stranded and repairsI asked the last [redacted] dealer when picking up the car what it was worth on a trade inDealer said that model not worth much because all the transmission problems and issues they haveSo they new from the beginning about the problem Very aggravatingSo when clutch comes in it will require another rental car at her expense [redacted] no longer wants another car from carmaxShe wants to return the car for s full refundShe wantsa refund for the warranty and gap insurance they sold herWants all they sold her refunded in full.email me for any communication related to this cardo not contact [redacted] as I am handling her complaint.Revdex.com email me instead of [redacted] email addressFeel free to ask questions[redacted] ***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID 12147723, 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, Michael [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 Due to the problems I continually had with attempting to use the AC within the first years of attaining my car I refrained from using it out of fear of more issues during that time period in Not only was Carmax incapable of fixing my problems, resulting in repeated visits, the wait time for "next available" appointments was always at least a week and a halfEven when I dropped the car off for service, diagnostics always took at least 3/of the day, which then had to stay overnight so they could actually begin any repairsWho, today has time to set aside at least a week for frequent repairsWorking two jobs and attending school, I did not have the time to visit Carmax any more oftenIt was easier and cheaper to not use the AC, the next attempt, was when my car went in to [redacted] for months, my car was unusable and in and out of their repair facilityEven when my car was stalled, with parts blown out and called out of emergency (I clearly wasn't moving my car anywhere) Carmax couldn't "get me in" until days laterThus, their partner associates at [redacted] took me in same daySo Yes, since around this time last year I have NOT been back to carmax for repairs as has been stated in previous correspondence with Carmax personnel that I did not trust Carmax's capabilitiesThey could not fix issues the FIRST time, nor the SECOND, and it became obvious Carmax was incapable of either installing non defective parts, or resolving mechanical issuesWho would take their car back to a mechanic who had to repair their own repair??? With warmer weather approaching and the car showing more signs of overheating, I came to the decision to be rid of the car and its continuous problemsI gave Carmax plenty of opportunities to repair my car, which they had notI then decided to appraise the car and hope its value, including all the troubled history I have had with it, would allow me to break even and walk awayTo make matters worse, after their low appraisal, I was now going to have to essentially pay Carmax a few more thousand to take the car off my hands!!? Given that case, I came up with a reasonable solution, of a refund in the amount of money spent on repeated repair costs I had to payFrom their declined response, it sounds as though they take NO responsibility, and stand by their quality of repairsShamefulAll the money they take from people's payments, deductibles, and funds from repairs, they cannot hold up their responsibilitiesRegardless of the outcome I will continue to divert anyone I know looking for vehicles to other trusted and reliable dealersI have included a picture of the pages of repair historyPeople literally laugh when I show them my paperwork Regards, [redacted]

August 25th, [redacted] RE: [redacted] Thank you for forwarding the complaint received in your office from Ms [redacted] regarding her purchase of the Vehicle from CarMax of Fredericksburg, VA (“CarMax”) on June 4th, At the time of purchase, Ms [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months or until the Vehicle exceeded 125,milesIn her complaint, Ms [redacted] requested that CarMax refund her the remaining portion of the ESP amount after she sold the Vehicle CarMax spoke with Ms [redacted] on the same day that this complaint was submittedAfter speaking with Ms***, CarMax processed the refund and mailed her the check by the end of that dayA review of CarMax records indicate that this check was delivered to Ms [redacted] home address If Mr [redacted] has any additional questions, she is welcomed to contact me at [redacted] Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D***Analyst, CarMax Customer Relations

December 2, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] [redacted] Dear Sir/Madam: Thank you for sharing [redacted] complaint and providing us the opportunity to respond Mr [redacted] claims that he was unable to make his account payments on time because he received his checks late from the [redacted] (***) Mr [redacted] also claims that we should not have charged off his account because he was on active duty Accordingly, Mr [redacted] is requesting that we delete all late payment reportings, including the charge-off from our tradeline After due consideration, we find no merit in any of Mr [redacted] claims For background, Mr [redacted] executed a retail installment contract for the purchase and financing of a [redacted] on August 6, As a matter of policy, we scrub all our delinquent accounts before we initiate repossession to confirm that the owner of the vehicle is not an active duty service member On April 21, 2015, we discovered that Mr [redacted] was called to active duty from February 22, through March 17, Accordingly, we provided Mr [redacted] with the benefits afforded by the [redacted] [redacted] (***) – lowered his finance charge rate from [redacted] to **, effective February 22, (which reduced his monthly payment from [redacted] to [redacted] ) and we ceased our efforts to repossess his vehicle Contrary to Mr [redacted] statement that he made his payments late because he received his checks late, our records reflect that Mr [redacted] late payments started prior to his call to active duty service on February 22, Mr [redacted] did not make his first installment payment (due on September 20, 2014) until October 4, Mr [redacted] November through February payments were all over days past due On November 30, 2015, we charged off Mr [redacted] account after his July payment was over days past due and we updated our reporting to the credit reporting agencies with this information To address Mr [redacted] claim regarding the charge off of his account, the [redacted] prohibits the termination or acceleration of a pre-military service contract because of a breach that occurred before or during the service member’s military service For accounting purposes, we write off or charge off accounts that are over days past due As a general rule, once an account charges off, the obligor can no longer make payments by installments and must pay off the entire outstanding balance However, due to the protections afforded by the ***, we do not accelerate the outstanding balance of protected active duty service members upon charge off As such, protected service member’s can continue making their monthly installment payments despite the charge off of their accounts According to our account records, this information was conveyed to Mr [redacted] On March 17, 2016, Mr [redacted] active duty status, including the 12-month benefit extension required by the ***, expired and we updated his account back to the contract terms Mr [redacted] currently has an outstanding balance of [redacted] As we have offered Mr [redacted] in the past, we are willing to enter into a payment plan that will assist him resolve his outstanding balance If Mr [redacted] would like to discuss this opportunity, he should please contact Sarah E [redacted] at 770-792-4750, extension *** Given the above explanation, we cannot provide Mr [redacted] with the relief that he seeks We will, however, continue to reflect in our reportings to the credit reporting agencies that Mr [redacted] disputes the information on our tradeline Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this explanation If you need any additional information regarding the above, please do not hesitate to contact me directly by phone at [redacted] or by email at [redacted] Sincerely, Brent A [redacted] Operational Compliance Manager CarMax Auto Finance cc: [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 would like to know when the refund was mailed or will be mailed? Regards, [redacted]

Dear Mrs ***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding the Vehicle purchased from CarMax of [redacted] ***, ** (“CarMax”) on or about February, In the complaint, [redacted] describes service concerns related to the Vehicle’s battery and brakes As a result of these concerns, [redacted] requests that CarMax completes the repairs on the Vehicle or pays reimbursement to have repairs completed elsewhere According to CarMax’s records, the Vehicle was in for service on or about March 3, During this visit, the Vehicle’s rotors were resurfaced under [redacted] ’s 30-Day Limited Warranty at no cost to himBeyond this appointment, CarMax was unaware of any additional concerns with the Vehicle’s battery prior to receiving [redacted] ’s Revdex.com complaint On or about August 8, 2017, the Vehicle returned to CarMax for service CarMax is actively working to resolve the Vehicle’s concerns, and have replaced the battery at no cost to [redacted] The Vehicle is currently at the dealer service center for additional repairs that will also be completed at no cost to [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 1-800-519-ext *** Sincerely, K [redacted] C***

September 16, [redacted] Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr [redacted] ***Complaint ID [redacted] Dear Mrs***:On or about September 15, 2016, CarMax attempted to make contact with Mr [redacted] by phone, in order to offer him a written appraisal for the Vehicle in the amount of $16, This offer does not reflect any deduction due to the current damage to the driver’s side headlight, but is contingent upon the Vehicle being in the same condition as when CarMax last saw it (with no new damage or excessive mileage).If Mr [redacted] would like to accept this offer, he is encouraged to visit CarMax’s Southwest Freeway location within days from the receipt of this response Alternatively, CarMax is willing to fix the damage to the driver’s side headlight at no cost to Mr [redacted] if he would like to keep the Vehicle.If Mr [redacted] has any additional questions or concerns, please request that he contact me at [redacted] Sincerely,Nekia W [redacted] Analyst, Executive Response Team [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted] ***

November 4, [redacted] Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted] ***Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated October 22, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about October 18, 2015.CarMax’s records indicate that the [redacted] location’s service team contacted Mrs [redacted] on or about October 23, to extend an offer to replace two of the Vehicle’s tires at no cost to her CarMax will not be participating in reimbursement for Mrs [redacted] time and gas, as requested CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely, [redacted]

January 30, [redacted] RE: [redacted] (“the Vehicle”) Thank you for forwarding the complaint received in your office from Ms [redacted] regarding the Vehicle and MaxCare extended service plan (“ESP”) purchased from CarMax of [redacted] (“CarMax”) on December 6, In the complaint, Ms [redacted] claims that CarMax misrepresented the ESP and requests a refund for the purchase price of this plan CarMax provides an optional ESP for purchase along with a vehicle The ESP provides added protection for cost of repairs for mechanical breakdownsDetails about coverage are provided in writing at the time of sale Ms [redacted] ESP is provided by CarMax and administered by [redacted] The ESP is accepted at all CarMax locations, as well as other National Institute for Automotive Service Excellence certified repair facilities When utilizing the ESP, customers may choose to have repair work completed at a CarMax location or a participating repair facility of their choice Typically, a repair facility will submit a claim directly to the ESP administrator for approval, and if the repair is covered, the customer is responsible for paying only the ESP deductibleCarMax offers a $ [redacted] discount on ESP deductibles when repairs are completed at a CarMax locationAll of these details are provide in the MaxCare contract signed by and provided to Ms [redacted] at the time of sale On or around January 26, 2017, a member of CarMax management attempted to reach Ms [redacted] on the phone in regards to her complaint; however, they were not able to speak with Ms [redacted] directly and left her a voice message While CarMax believes that Ms [redacted] made an excellent choice in purchasing an ESP, they would be happy to cancel the plan and issue a pro-rated refund based on the amount of miles and months left on the contract CarMax would be happy to answer any questions Ms [redacted] has about her ESP or provide additional information about the cancellation process, and encourages Ms [redacted] to contact the [redacted] store at [redacted] Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations