CarMax , Inc.

September 1,
*** *** ***
***
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Complaint ID: ***
*** *** ** *** *** *** ***
Dear Ms***:
Thank you for forwarding the complaint dated August 19, regarding
the Vehicle purchased from the CarMax store located in Henderson, Nevada
(“CarMax”) on or about July 25,
In the complaint, Ms*** expresses concerns with a recall on
the Vehicle, as well as the written offer she received after her recent appraisal
from CarMaxMs*** requests that CarMax provide an offer aligned with
*** *** *** pricing
CarMax completed a recall search for the Vehicle (on the *** *** *** *** *** *** 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 *** website as February 5, A member
of CarMax’s purchasing team called Ms*** 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*** 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*** is encouraged to visit this site, ***
As the original written offer is now beyond the seventh day from
the date of appraisal and is no longer valid, Ms*** is encouraged to
return to CarMax to have the Vehicle re-appraisedShould Ms*** 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 *** extension ***,
with any questions you may have
Sincerely,
Kristina S***
Analyst, Executive Response Team

February
8th,
*** ***, Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** *** (VIN: *** the “Vehicle”)
*** Santa Fe
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Ms*** regarding her purchase of
the Vehicle from CarMax of Houston, TX (“CarMax”) on December 5th,
In her complaint, Ms*** requested a replacement at the same
price due to mechanical concerns with the Vehicle after purchase
On approximately January 8th
2016, CarMax agreed to a full return of the Vehicle and has since been working
with Ms*** to find a replacementCarMax has transferred three
vehicles and will continue to assist until Ms*** finds the right
vehicle for her
In
the event Ms*** has any questions about this, she may contact me at
1-800-519-1511, ext***
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
***
Analyst,
CarMax Customer Relations

March 13th,
*** ***, Operations Supervisor
Revdex.com
East Franklin Street
Richmond, Virginia
RE: *** *** ***
*** *** *** VIN: *** (the “Vehicle”)
Dear *** ***:
Thank you for forwarding the complaint received in your office from *** *** regarding the Vehicle purchased from the CarMax of Fort Worth, Texas (“CarMax”) on October 10th, 2012. In his complaint, *** *** shares his frustrations with the cost of needed repairs to the Vehicle and states that CarMax never inspected the Vehicle prior to his purchase. *** *** is requesting CarMax to either purchase the Vehicle back from him and pay the negative equity to satisfy the lien, reimburse him all of the repair costs that he has paid, or pay the $2,of current repair needs mentioned in his complaint
CarMax’s research shows that CarMax did complete the reconditioning process in October of 2012, over 33,miles and months ago. As the Vehicle is outside of the 5-Day Money-Back Guarantee and Limited 30-Day Warranty, CarMax declines *** *** request. CarMax offers to diagnose the Vehicle at *** *** expense and repair options can be presented once the diagnosis is complete. *** *** is invited to contact CarMax (*** *** ***) to schedule a service appointment if he chooses to have CarMax diagnose the Vehicle
Thank you for providing CarMax an opportunity to respond
Sincerely,
*** ***
Analyst, CarMax

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, 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,
*** ***

June 23,
*** *** *** ***
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
*** *** *** *** *** *** *** ***
Dear Mrs
***,
Thank you
for forwarding the complaint received in your office from *** *** regarding
the Vehicle purchased from CarMax of Fresno, CA (“CarMax”) on March 16,
In the complaint, Mr*** states that he and his wife were in a collision
which involved damage to the Vehicle’s front wheel. Mr*** 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*** 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***’s responsibility.
As of June 23, 2016, Mr*** has declined to have CarMax complete
the needed repairs. Out of customer service,
CarMax has paid to have the Vehicle towed back to Mr***
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 *** ext
***
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

December
31,
*** ***, Operations Supervisor
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ***
VIN: *** *** *** ***
(the “Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from *** *** about the Vehicle he
traded in to CarMax in Kearny Mesa, CA (“CarMax”) on November 28, 2014. In his complaint Mr*** stated that after
he traded in the vehicle he received a bill for registration fees from the California
DMV and a collection notice from the California tax board in regards to the
Vehicle
On December 23, CarMax
Corporate Office submitted a release of liability letter to the California DMV
for the Vehicle on behalf of Mr***A copy of this letter was sent to
Mr***. If Mr*** receives
any additional notices related to the Vehicle, or if he has further questions
about this matter, he may contact Rachel Isaac, Assistant Business Office
Manager at 858-712-ext
Sincerely,
Jennifer
L***
Analyst,
CarMax Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meAs of today, March 03, 2014, I have been updated with the status of my vehicle repair order and 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: ***
Regards,
*** ***

February
19,
*** ***, Operations Supervisor
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: *** ** ***
VIN: *** *** *** ** (“the Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from Richard *** regarding the Vehicle
purchased from CarMax of Buena Park on November 29, (“the Vehicle”). In his complaint, Mr*** states the
Vehicle was in a prior accident, which negatively affected the appraisal value of
the Vehicle
CarMax utilizes AutoCheck, an
independent vehicle history provider, to supply vehicle history reports to
customers. CarMax records indicate an AutoCheck
report, showing no prior accidents, was provided to the primary applicant at
the time of sale. Although CarMax was
not aware of this, an accident was reported to CarFax on January 13, 2012. According to CarMax records, the vehicle
title is in line with CarMax’s Clean Title Guarantee
Mr*** states that the prior
accident negatively affected the appraisal value of the Vehicle. According to CarMax records, the accident
history did not affect the appraisal value of the Vehicle
Mr*** requests a refund for the
Vehicle and the value of the trade-in.
CarMax is unable to meet this request as the Vehicle is outside CarMax’s
5-Day Money Back Guarantee. CarMax has
completed another appraisal on the vehicle, and would be happy to purchase the
Vehicle, should Mr*** and the primary decided to sell it
Mr*** also states a concern
related to the ownership transfer of the trade-inOn February 19, 2016, CarMax
confirmed that the vehicle is no longer titled and registered to Mr*** and
the primary
If Mr*** has any additional
questions, he may contact me at 1-800-519-ext***
Sincerely,
Jennifer ***
Analyst,
CarMax Customer Relations

January
20, *** ***, Operations Supervisor
",serif">
Moorefield Park Drive, Suite Richmond,
VA RE: *** ***
VIN: ***
C*** *** LT (the “Vehicle”)
Dear Mrs
***,
Thank you for forwarding the
complaint received in your office from *** *** regarding the Vehicle
purchased from CarMax of Southlake, GA (“CarMax”) on September 17, 2015. In her complaint, Ms*** states that the
Vehicle had rusted rotors and low brake pads.
On January 12, a manager spoke
with Ms*** about a brake concern and related repairs. The manager requested that Ms*** email
him copies of invoices for brake repairs.
As of January 21, CarMax has not received any invoices from Ms
***CarMax is happy to review these invoices as soon as Ms*** provides
them
Ms*** also states that she paid
for Georgia tags at the time of purchase.
Ms*** states she paid for them again when she later visited the
Atlanta Tag Office. Ms***s states
that she contacted CarMax about this and requested a refund. On January 21, a manager called Ms
*** to request copies of receipts so CarMax can issue a refund. Once Ms*** provides the receipts, CarMax
will mail a refund check to her If Ms*** has any additional
questions, she may contact me at 1-800-519-ext***Sincerely,
Jennifer
***
Analyst,
CarMax Customer Relations

December 8,
Roman">
*** ***
Revdex.com
*** *** *** *** *** ***
*** ** ***
RE: *** ***
*** *** *** VIN *** (“the Vehicle”)
Dear ** ***,
Thank you for forwarding this complaint received in your office from *** *** regarding the Vehicle purchased from CarMax of Sanford, Florida (“CarMax”) on 11/20/2014. ** *** is requesting a refund from the return of the Vehicle.
CarMax attempted to expedite this refund on the day of the return by offering to give ** *** cash if there was enough in the drawer at the end of the day** *** returned to CarMax later in the day to retrieve her purse and CarMax informed her there had not been enough cash collected for her refund. CarMax offered to submit a rush on the mail refund and it was delivered by *** ** on or about 11/26/
CarMax appreciates the opportunity to respond to this complaint. We consider the complaint resolvedPlease call me at (***)***-***, extension***, if you have any questions
Sincerely,
*** ***
CarMax Customer Relations

normal">Re: MS*** ***
Dear Mrs***,
Thank you for forwarding the complaint *** received in your office from Ms*** *** regarding the *** *** ***, ***, (the “Vehicle”) that was purchased on or about February 7, from the CarMax store located in *** ***, California (“CarMax”). In this complaint, Ms*** is requesting compensation for her inconvenience.
According to our records, CarMax has been in communication with Ms***. CarMax serviced the Vehicle on or about February 17, 2015. During the visit, a new fuel door spring was installed to resolve Ms***’s concern with the gas cap.
CarMax is offering to cover the cost of Ms***’s first oil change as the settlement request as set forth in the complaint It is required this oil change be completed at CarMax. Ms*** should contact service manager, *** ***, at *** extension *** to make those arrangements
CarMax appreciates the opportunity to respond to this complaint, and considers the gesture of goodwill resolution
Please call me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***
Analyst, Customer Relations

June 30, *** *** *** ***
Moorefield Park Drive, Suite Richmond, Virginia *** *** *** ***
*** ** ***
*** *** *** *** *** ***
***
Dear Mrs***:
I am writing in response to your letter dated June 2, wherein you forwarded a complaint from *** *** ***, regarding the Vehicle purchased from the CarMax store located in Sacramento, California (“CarMax”) on or about February 27, Ms*** requested in the desired settlement for CarMax to either take full return of the Vehicle or allow her the ability to exchange it for another In addition, Ms*** also requested that CarMax issue her a reimbursement for the two recent payments made towards the loan for the VehicleCarMax’s records indicate that Ms*** spoke with CarMax’s Service Manager, MrKamala W*** on or about May 23, to discuss the concerns noted in the complaint During this call, Mr*** assured Ms*** that each of her concerns (as noted in this complaint) have been repaired appropriately, and warrantied for a duration of months or 6,miles Ms*** was satisfied with CarMax’s offer of assistance and explanation at the time of this call, and was therefore unaware of Ms*** dissatisfaction until the receipt of this complaintBased on the above, CarMax is declining the settlement as set forth in the complaint However, CarMax would encourage Ms*** to contact Mr*** back at *** ext*** if she would like to readdress these concerns In addition, Ms*** can bring her Vehicle to the CarMax nearest her if she would like to have it appraised at its current market valueCarMax appreciates the opportunity to respond to this complaint and considers this matter closedPlease contact me at *** extension *** with any questions you may haveSincerely,
Nekia W***
*** *** *** ***

June 15,
*** *** *** ***
"margin-bottom:0in;margin-bottom:.0001pt">Moorefield Park Drive, Suite Richmond, Virginia
Re: Mrs***
*** ** ***
*** *** ***
I am writing you in response to your letter dated May 29, 2015, wherein you forwarded a complaint from *** *** *** *** *** requested a phone call or letter of explanation to discuss her recent experience at the CarMax store located in *** *** *“CarMax”)
According to CarMax’s records, CarMax has been in communication with Mrs*** as of June 12, to address her concerns
CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved
Please contact me at *** extension *** with any questions you may have
Sincerely,
*** ***
*** *** *** ***

February 24,
text-decoration: underline;">
VIA ELECTRONIC MAIL
*** *** *** ***
Revdex.com Serving Central Virginia, Inc
*** *** *** *** *** ***
Richmond, VA
Re: Complaint ID *** *** *** *** Dear *** ***:
I am in receipt of the complaint filed by *** *** *** on February 12, regarding a *** *** *** (the “Vehicle”), VIN ***, that was purchased at the CarMax store located in *** *** *** (“CarMax”), on or about January 18, 2014. *** *** requested in her desired settlement to return the Vehicle to CarMax for a full refund.
*** *** mentioned in her complaint she should not have to trade the Vehicle and accept a higher loan payment when the reason is due to mechanical issues. According to CarMax’s history on or about January 30, 2014 *** *** brought the Vehicle in to address a concern with Vehicle slowing down and then revving up. After diagnosis CarMax found the battery cables loose and the throttle body dirty. CarMax reinstalled the battery cables and cleaned the throttle body. Repairs were covered under CarMax’s Limited 30-Day Warranty.
*** *** brought the Vehicle to CarMax in *** *** on or about February 10, to address a concern with the Vehicle cutting off once started. CarMax was unable to duplicate concern. After researching the history on the *** *** CarMax has decided the best decision would be to take return of the Vehicle.
CarMax in *** *** will contact *** *** once all paperwork is ready to proceed with the full return. *** *** will then come in to process the return
CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.
Please contact me at *** *** extension *** with any questions you may have
Sincerely,
*** ***
*** *** ***

August 4,
class="MsoNormal" "line-height:12.0pt">
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond,
VA
RE: Consumer
Complaint of *** ***
Dear
Sir/Madam:
Thank
you for sharing *** *** complaint and providing us an opportunity
to respond. Ms*** is displeased
with the APR in her retail installment contract (“Contract”) and contends that,
in connection with her servicing, she is being charged a higher APR than the
APR contained in her Contract.
On
April 14, 2014, Ms*** entered into a Contract with CarMax Auto
Superstores (“CarMax”) to finance the purchase of a *** *** *** *** Consumer USA d/b/a Drive
(“***”) immediately took assignment of the Contract and became its
servicer.
***,
not CarMax, is the party that evaluated Ms*** creditworthiness and
determined that an APR of 20.61% was appropriate. Ms*** accepted this APR and entered
into the Contract, on which the APR was clearly disclosed. (A copy of the Contract is attached
hereto.)
***
is the servicer of the Contract and we therefore lack information on whether
*** is charging Ms*** an APR in excess of 20.61%. We recommend that Ms*** contact
*** directly regarding her concerns
Thank
you for bringing this matter to our attention.
If you have any questions or concerns, please feel free to contact me at *** *** ***
Sincerely,
*** ***
Paralegal
CarMax
Enclosures
*** *** ***

[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***, 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: ***
Regards,
** ***

September 30,
*** ***
Operations
Supervisor
Moorefield Park Drive, Suite
Richmond, Virginia
Re: *** ***
Complaint ID: ***
*** *** (the “Vehicle”),
VIN: ***
Dear Ms***:
Thank you for forwarding the complaint dated September 15, regarding
the Vehicle purchased from the CarMax store located in Greenville, South
Carolina (“CarMax”) on or about July 31,
In the complaint, Ms*** describes concerns with the mechanical
quality of the Vehicle, as well as the next steps presented by CarMax for
getting her daughter into a comparable carShe requests that CarMax replace
the Vehicle for her daughter, without requiring any changes to her financing or
accounting for any depreciated value of the Vehicle in the process
CarMax’s records indicate Ms***’s daughter brought the Vehicle to the
service center on or about August 25, 2016, concerned with the Vehicle not
startingService notes state that the Vehicle was diagnosed during this visit
At the time of this visit, CarMax also replaced the battery and
the positive battery cable at no cost to Ms***’s daughterThe Vehicle
returned to the service center on or about September 7, for further
diagnostic testing of the starting and charging system; however, the issues
were unable to be duplicated at that timeCarMax’s records state that the
Vehicle returned to the service center on or about September 14, 2016, and
CarMax replaced the Vehicle’s mass air flow sensor at no cost to Ms***’s
daughter
Ms***’s daughter first spoke with a member of CarMax’s
Customer Relations team on or about September 16, regarding concerns with
the mechanical quality of the Vehicle, in addition to financing options to get
into a different vehicleCarMax Greenville’s Location General Manager talked
with Ms***’s daughter on or about September 18, 2016, at which time she
shared that she wished to have the Vehicle repaired
While the Vehicle returned to CarMax on or about September 21,
for additional diagnostic testing with the starting and charging system,
the concerns were again unable to be duplicatedCarMax assisted with repairs
to the driver side front door for damage that took place while the Vehicle was
parked at CarMax on or about September 23, 2016, at no cost to Ms***’s
daughter
As a result of the difficulty duplicating the issue with the starting and
charging system, CarMax sublet the Vehicle to a dealer service center for
additional testing on or about September 30, (after notifying Ms***’s
daughter)As of September 30, 2016, CarMax is maintaining communication with
the dealer service center regarding the diagnostic testing and necessary
repairs for the VehicleCarMax is committed to providing Ms***’s daughter updates
regarding the Vehicle as they’re available, and is actively working to address
her concerns
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***
Analyst, Executive Response Team

February 12,
Roman">
*** ***
Revdex.com
Moorefield Park Drive Suite
Richmond, VA
RE: *** ***
*** *** *** ** VIN *** (“the Vehicle”)
Dear Ms ***,
Thank you for forwarding this complaint received in your office from *** *** regarding the Vehicle she purchased from CarMax of ***, GA (“CarMax”) on 1/27/Ms *** is requesting that her refund be processed in a timely manner and that she be given a gift card for her time and trouble.
CarMax appreciates the opportunity to respond. CarMax guarantees that our vehicles do not have frame damage; however, some of our vehicles may have been in prior accidentsCarMax stands behind our vehicles and would have appreciated the opportunity to look into both the cosmetic and mechanical concerns Ms *** mentions, but Ms *** chose to return the Vehicle instead. Ms ***’s refund was delivered to her home on 2/11/2015. CarMax declines to provide any further reliefPlease call me at *** ***, extension ***, if you have any questions
Sincerely,
*** ***
CarMax Customer Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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 response did not address my problems, it simply stated what they were supposed to tell me before the transaction, and those things were misrepresented to me in order to procure the sell, and the acceptance of this new loan1) While trying to get me to accept an inferior loan, a carmax manager represented that he spoke to *** (my then current lender), and communicated to me (via your salesperson) that *** instructed me to accept the inferior loan and that *** would "just refinance it", and I relied on that statement, which turned out to be blatantly false, to my detriment2) During the signing of the documents, I was told verbally that Carmax was not going to start processing anything until after the days were up, because of the day guarantee, which was another statement that I relied on to my detriment These unethical sales tactics are my problems and the Carmax representative did not address them at allNo one would have taken this deal, if any of your carmax employees had told the truth up front about transactionWhat they are doing is giving assurances and saying whatever they need to do to make the saleThere is a difference between "puffing" and misrepresenting terms of contracts that lead to financial and legal hardshipsThe later is illegal. On a side note, I did bring my car into service, and they did replace the lower control arm and they machined the front brake rotors, days later, out of the problems were still thereSo I called back to schedule an appointment to address it and they scheduled it for weeks later (and these problems are with the braking and steering)...The car is shaking hard when I apply the brakes on declines when I'm going over to 70mph....So I go in yesterday, and I explain to the service department that my daughter goes to a boarding school, and to get there I have to go through steep mountain passes (with a lot of sharp turns and cliffs), and this is when the problem occurs, (when I am going down those hills.) They take a test drive on the streets of burbank, and say that they can't duplicate the problemThe tech says that maybe its because last time they only did the front rotors and not the back...So the service coordinator tells me that, since they can't duplicate the problem, (which they will never be able to do since there are no similar driving conditions in ***), that they can't do anything, and that if they were to machine the back rotors, the problem still might be there, so her manager would not approve thatSo, I told her that basically carmax is refusing to honor their warranty, and that they were sending me away with a problem that is not fixedShe said she would ask her managerShe then relayed to me her manager's ultimatumEither they don't do anything because they can't duplicate the problem (by the way, they duplicated the problem weeks ago, and it's the same problem..just not as bad) or they machine the back brakes, but my warranty is thereafter void!! I was shocked, but because of the unethical behavior that has thus far been displayed by Carmax employees, not surprised...so I asked her to put that response in writing, because now that I know what I am dealing with, I need to document every illegal representation that is told to me, because if Carmax's response is any indication of how they are going to proceed with this matter, these issues will have to be addressed in court, and I need to document that carmax was aware of the dangerous conditions I would be driving in and refused to correct the problem, even though the car, and the repairs are still warrantied by carmax
Regards,*** ***

April 16,
class="MsoNormal">
VIA ELECTRONIC MAIL
*** ***, Operations Supervisor
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID ***
*** *** ***
Dear *** ***:
I am in receipt of the complaint filed by *** *** *** on April 2, regarding a *** *** *** (the “Vehicle”), VIN ***, that was purchased at the CarMax store located in Dayton, Ohio (“CarMax”), on or about January 18, 2014. *** *** requested in her desired settlement that CarMax repair the brakes, replace the speaker, and check the frontend of the Vehicle
*** *** shared her frustrations that the Vehicle has been in service three times since ownership. She mentioned two out of the three visits have been for repetitive concerns
*** *** brought the Vehicle in for a check engine light concern, shake in the rear, possible antifreeze leak, and to have the rear speaker checked on or about January 31, 2014. After diagnosing the Vehicle CarMax replaced the oil pressure and temperature sensors, rear stabilizer links, upper radiator hose, and the battery. CarMax found the speakers were operating as designed. *** *** repairs were covered under the CarMax Limited 30-Day Warranty
*** *** brought the Vehicle to CarMax to address the brakes squeaking on or about February 21, 2014. CarMax was unable to duplicate the concern. She returned to CarMax to address a leaking concern and a speaker concern on or about February 28, 2014. CarMax replaced the lower radiator hose, timing cover gasket, and the right speaker at no cost to *** *** during this visit
In the complaint *** *** mentioned she is still having issues with the brakes squeaking concern and the speaker that was recently replaced. CarMax reached out to *** *** and scheduled an appointment on April 18, to have these concerns addressed. During the conversation, CarMax shared with *** *** that one of the technicians will ride with her on a test drive to verify the concerns she is having. CarMax will provide *** *** with a loaner while her necessary repairs are being completed as a gesture of goodwill
CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved
Please contact me at *** ***, extension *** with any questions you may have
Sincerely,
*** ***
Analyst, Customer Relations