CarMax , Inc.

April 22,
[redacted], Operations Supervisor
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
VIN: [redacted] (the "Vehicle")
Dear Mrs
[redacted],
Thank you for forwarding the
complaint received in your office from [redacted] regarding the Vehicle
purchased from CarMax of Orlando, Florida ("CarMax") around April, 2012. In his complaint, Mr[redacted] states that he
recently learned that the Vehicle's title had been branded as salvaged. Mr[redacted] states that because of this, he is
unable to sell his vehicle, and would like CarMax to buy back the Vehicle
CarMax's Clean Title Guarantee
ensures that at the time of sale a CarMax vehicle has never been designated as
salvage. According to research completed
by CarMax, a salvage branding was placed on the Vehicle's title on approximately
October 16, 2012. According to this
research, CarMax understands that the salvage branding was entered as a result
of an administrative error.
Out
of customer service, CarMax is working in partnership with the appropriate agencies
in order to have the salvage branding removed from the titleCarMax's records
indicate that a manager last contacted Mr[redacted] on April 22, to provide
an update on this process
On April 3, 2016, CarMax appraised
the Vehicle and provided a written offer for the Vehicle. According to CarMax records, the salvage
title did not influence the offer made for the Vehicle.
CarMax
is unable to buy back the Vehicle, as it meets our clean title standards, and
is outside the 5-Day Money-Back Guarantee.
If Mr[redacted] has any additional
questions, or would like to discuss this concern further, he may contact me at
1-800-519-ext[redacted]
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

June 21,
[redacted]
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
VIN: [redacted] ("the Vehicle)
Dear Mrs
[redacted],
Thank you
for forwarding the complaint received in your office from [redacted] regarding
the Vehicle purchased from CarMax of [redacted] ("CarMax") on April 26,
In the complaint, Mr[redacted] states that he brought the Vehicle to CarMax for
service, and is not satisfied with the work completedHe requests a minimum
settlement of $as compensation
While
CarMax declines Mr[redacted] request for relief, we want Mr[redacted] to be confident
in the Vehicle. CarMax has been in
communication with Mr[redacted] about having service work completed at a Toyota
dealership that is more convenient for Mr[redacted]. CarMax will be in communication with Mr[redacted]
until repairs are completed.
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
[redacted]
Sincerely,
Jennifer
L[redacted]

June 9,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
12.0pt">
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond, VA
RE: Consumer
Complaint of [redacted]
Dear Sir/Madam:
Thank you for sharing
Ms[redacted]'s complaint and providing us with the opportunity to
respond. Ms[redacted] allegations
parrot those contained in a complaint she recently filed with the [redacted] against our affiliate CarMax Auto Finance. For reference, we have attached MsFrancis's
CFPB complaint and the response, concluding that her allegations are without
merit
Thank you for bringing
Ms[redacted] complaint to our attention.
If you need any additional information, please do not hesitate to
contact me by phone at [redacted] or by email at [redacted]
Sincerely,
Brent A[redacted]
Operational Compliance
Manager
CarMax
cc: Ms[redacted]
Enclosures

August 23,
[redacted]
"margin-bottom: 0.0001pt;">Moorefield Park Drive, Suite Richmond, Virginia
Re: [redacted]
Complaint
ID [redacted]
[redacted]
Dear Mrs[redacted]:
I am writing in response to your
letter dated August 7, 2016, regarding the Vehicle purchased from the CarMax
store located in Henderson, Nevada ("CarMax") on or about May 21, 2016. Ms[redacted] states that there were several
concerns with her Vehicle during the 30-Day Limited Warranty (in which CarMax
repaired), and is now requesting that CarMax repair any new concerns with the
Vehicle at no cost to herCarMax's records indicate that the
Vehicle was brought in for service on or about May 27, 2016, June 6, and
June 20, 2016, for several concerns (not to include a check engine light
concern). On each occasion, CarMax
diagnosed the Vehicle and made the necessary repairs – all under the terms of their
30-Day Limited WarrantyBased on the above, in addition to
Ms[redacted]' election not to purchase an Extended Service Plan at the time of sale,
CarMax is declining the settlement as set forth in the complaint. However, if Ms[redacted] would like for
CarMax to diagnose and repair any new concerns with the Vehicle at their
standard rate, she may contact the CarMax nearest her to schedule a service
appointmentCarMax
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 haveSincerely,
Nekia [redacted]
Analyst, Executive Response Team

November 30,
[redacted], Operations Supervisor
class="MsoNormal" "margin-bottom: 0.0001pt;">Moorefield Park Drive, Suite 300Richmond, Virginia
Re: Ms[redacted]
Complaint ID [redacted], VIN: [redacted] (the "Vehicle")
Dear Mrs[redacted]:
Thank you for forwarding the complaint dated November 8, regarding the Vehicle purchased from the CarMax store located in Charlotte, North Carolina ("CarMax") on or about March 20, Ms[redacted] requested in the desired settlement for CarMax to repair the current concerns with Vehicle at no cost and also refund her any amount that she paid towards the repair of the Vehicle
CarMax has been in communication with Ms[redacted] since the receipt of this complaint and has determined that the noise concern was coming from the braking system in the Vehicle CarMax scheduled a follappointment for Ms[redacted] to bring the Vehicle back to CarMax the following day (November 20, 2015) to diagnose and repair the noise concern at no cost to her under the terms of a 6-month or 6,mile warranty for a related repair Ms[redacted], however, did not show up for this appointment CarMax called Ms[redacted] on or about November 20, and on or about November 24, to reschedule her appointment and left messages for Ms[redacted]
CarMax is declining Ms[redacted]'s request for a refund as these fees have been charged in accordance with the terms of her Extended Service Plan However, CarMax invites Ms[redacted] to contact the Service Department at (704)535-if she would like to schedule a follappointment to have the brake issue diagnosed and repaired at no cost to her
CarMax looks forward to the opportunity to hear back from Ms[redacted] and appreciates the opportunity to respond to this complaint
Please contact me at (804)747-extension [redacted] with any questions you may have
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team

March 22,
[redacted], Operations Supervisor
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
VIN: [redacted] (the "Vehicle")
Dear Mrs
[redacted],
Thank you for forwarding the
complaint received in your office from Yousuf [redacted] regarding the Vehicle
purchased from CarMax of Duarte, CA ("CarMax") on July 13, 2015. In his complaint, Mr[redacted] states that the
Vehicle had previous body work which caused the Vehicle to depreciate by 20%. Mr[redacted] requests that CarMax reimburse him
20% of the Vehicle's purchase price
CarMax guarantees that a vehicle is
free of flood and frame damage. CarMax
does not guarantee that a vehicle is accident free, or free of previous body
workCarMax professionally reconditions each vehicle and prices it according
to market value, including any reconditioning factors. Therefore we decline Mr[redacted]'s request to
reimburse him 20% of the purchase price
If Mr[redacted] has any additional
questions, or would like to discuss this concern further, he may contact me at
1-800-519-ext[redacted]
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

April 20,
"line-height: 107%Times New Roman",serif">[redacted], Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE: [redacted] (VIN: [redacted] ("the Vehicle"))
Dear Mrs[redacted],
Thank
you for forwarding the complaint received in your office from Ms[redacted]
regarding her purchase of the Vehicle from CarMax of Indianapolis, IN ("CarMax")
on May 10th, In her complaint, Ms[redacted] shared concerns of
mechanical issues on the Vehicle including, but not limited to, "an oil leak
and several other major issues."
A review of CarMax's
service records indicates that Ms[redacted] last brought the Vehicle to CarMax for
repair on January 2nd, At that time, Ms[redacted] informed
CarMax the Vehicle was recently inspected by a [redacted] facility
[redacted] informed Ms[redacted] of necessary repairs for a centrifuge cover
oil leak, sway bar end links and brakes
CarMax completed repairs
on the centrifuge cover oil leakThe left camshaft plug was replaced in the
VehicleA replacement of the right camshaft plug was also recommended by
CarMaxMs[redacted] declined this repairThe diagnosis and parts for this
repair were covered by CarMax as a gesture of goodwill
CarMax test drove the
Vehicle and found no absuspension or steering noises regarding the sway
bar end linksThere was also no abbrake activity present with the
Vehicle upon diagnosis
CarMax has not serviced
the Vehicle or discussed any concerns with Ms[redacted] since January 7th,
CarMax will be happy to address any service concerns with the Vehicle at
the expense of Ms[redacted].
If Ms[redacted] has any
further questions regarding his complaint, she may contact me at
[redacted]
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

April 30,
class="MsoNormal" "line-height:12.0pt">
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond,
VA
RE: Consumer
Complaint of [redacted]
Dear
Sir/Madam:
Thank
you for sharing [redacted]'s complaint with us and providing us the opportunity
to respond
Ms
[redacted] submitted a similar complaint to the Consumer Financial Protection Bureau. Attached is the response to Ms[redacted]'s
complaint provided by our Compliance Manager
Thank
you again for bringing this complaint to our attention and for the opportunity
to provide this explanation. If you have
any questions or concerns, please contact me at [redacted], extension [redacted]
Sincerely,
[redacted]
Paralegal
CarMax Auto Finance
CC: [redacted]
Enclosures

April 30,
"line-height: 107%Times New Roman",serif">[redacted], Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
[redacted] (VIN: [redacted] ("the Vehicle"))
Dear Mrs[redacted],
Thank
you for forwarding the complaint received in your office from Mr[redacted]
regarding his purchase of the Vehicle from CarMax of Clackamas, OR ("CarMax")
on October 31st,
In his complaint, Mr[redacted]
stated the Vehicle's leather seats were damaged shortly after his purchaseMr
[redacted] requested that CarMax replace these damaged leather seating areas
After the purchase, CarMax
had no contact with Mr[redacted] until approximately the beginning of April
At that time, CarMax spoke with Mr[redacted] regarding concerns with the leather
seatingCarMax offered to inspect the leatherMr[redacted] declined, and instead
sent pictures of the seating area to a CarMax service consultant
Upon review of the
pictures, there was evidence of repairs to the seating area which CarMax did
not complete prior to the sale of the Vehicle
CarMax spoke further with
Mr[redacted] on April 17th, 2015, and informed him that there will not
be any goodwill extended for these requested repairsCarMax would be happy to
complete any repairs to the seating area for Mr[redacted] at a discounted rate of
CarMax's cost
If Mr[redacted] has any
further questions regarding his complaint, he may contact me at [redacted]
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

May 22,
[redacted],
Operations Supervisor
"margin-bottom: 0.0001pt;">RevDex.com
Moorefield Park Drive, Suite Richmond, Virginia
Re: Ms[redacted]
Complaint ID [redacted] (the
"Vehicle"), VIN: [redacted]
Dear Ms[redacted]:
Thank you for forwarding the complaint dated May 6, regarding
the Vehicle purchased from the CarMax store located in Jacksonville, Florida
("CarMax") on or about February 8, Ms[redacted] was presented the option to
purchase a MaxCare extended service plan at the time of sale, which Ms[redacted]
declined Ms[redacted] requested in the
desired settlement for CarMax to replace her air conditioner evaporator at no
cost
Ms[redacted] brought the Vehicle to CarMax on or about February 11,
to diagnose several concerns including an air conditioner concern. CarMax diagnosed the Vehicle and made the
necessary repairs at no cost to Ms[redacted] under the 30-Day Limited Warranty. CarMax warrantied these repairs for an
additional 6-months or 6,miles
Ms[redacted] brought the Vehicle back to CarMax on or about January
12, and on or about February 11, to readdress the air conditioner
concern Ms[redacted] was outside of any limited
warranty that CarMax offers on both occasions.
As a gesture of customer service, CarMax completed a one-hour diagnosis
each visit to inspect the air conditioner for leaks. However, no leaks were found at the time of
diagnosis, nor was an air conditioner evaporator concern found. CarMax informed Ms[redacted] that a more
thorough diagnosis would need to be completed at her expense in order to
identify the root cause of the air condition concern. Ms[redacted] declined any further diagnosis
Based on the above, CarMax declines to provide Ms[redacted] with the
resolution that she seeks
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]
Analyst, Customer Relations

July 7th,
[redacted]
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
Dear Mrs
[redacted],
Thank you for forwarding the
complaint received in your office from Mr[redacted] regarding his purchase of the
Vehicle from CarMax of Greensboro, NC ("CarMax") on April 19th,
At
the time of purchase, Mr[redacted] also elected to purchase a MaxCare Extended
Service Plan ("ESP") for a term of months or until the Vehicle exceeded
75,miles with a deductible of $In his complaint, MrAllen
requested that the ESP be used at a [redacted] dealership as opposed to
CarMax
Mr
[redacted] brought the Vehicle to CarMax on approximately June 28th,
2016, inquiring about a noise concern when brakingCarMax was unable to
duplicate this concern when test-driving the Vehicle and informed MrAllen
that no repairs were needed
Per Mr[redacted] request
to replace the brake pads and rotors with original equipment manufacturer
("OEM") parts from Mercedes-Benz, CarMax elected to do so at no cost to Mr
[redacted] in an effort of customer service
Mr
[redacted] picked up the Vehicle from CarMax on approximately July 1st,
2016, with these repairs completedIn the event that Mr[redacted] has any
additional repair concerns or any further questions, he may contact me at
[redacted], ext[redacted]
Thank you for providing
CarMax the opportunity to respond to this matter
Sincerely,
Curt
D[redacted]

August
19,
Revdex.com Serving
Central Virginia, Inc
",sans-serif">Moorefield
Park Drive
Suite
Richmond, VA
RE: Consumer Complaint of [redacted]
Complaint
ID: [redacted]
Retail
Installment Contract Dated 03/19/(the "Contract")
Account No[redacted]
Dear Sir/Madam:
This
is further to the above referenced consumer complaint. Thank you for bringing Mr[redacted] complaint
to our attention and for the opportunity to respond. Mr[redacted] filed an identical complaint to the
Consumer Financial Protection Bureau[redacted]
We,
again, thank you for bringing this matter to our attention and affording us the
opportunity to provide this explanation.
If you have any further questions or concerns, please feel free to
contact me at [redacted] or by email at [redacted]
Sincerely,
Brent
A[redacted]
CarMax
Auto Finance
CC:
Henry Chen

July
[redacted], Operations Supervisor
"">Revdex.com
Moorefield Park Drive, Suite
Richmond, Virginia
Re: [redacted], VIN [redacted] (the "Vehicle")
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the aforementioned Vehicle purchased from CarMax of Littleton, Colorado on July, 2014. At the time of purchase, [redacted] elected also to purchase a [redacted] (the "Plan") for the Vehicle. In his complaint, [redacted] requests that the Plan be cancelled and the money refunded to him, or that his financing be restructured to reflect a payment and contract that does not include the purchase price of the Plan
On July, 2014, CarMax assisted [redacted] with the cancellation of his Plan and the recontracting of the purchase of the Vehicle. CarMax considers this matter fully resolved to [redacted] satisfaction, and appreciates the opportunity to assist with his concern
If you have any questions, please contact me directly at [redacted] ext[redacted]
Sincerely,
[redacted]
CarMax Customer Relations

February 16,
[redacted], Operations Supervisor
"white-space:pre">
Moorefield Park Drive, Suite Richmond, Virginia
Re: Mrs[redacted]
Complaint ID [redacted] (the "Vehicle"), VIN: [redacted]
Dear Mrs[redacted]:
I am writing in response to your letter dated January 28, 2016, wherein you forwarded a complaint from Mrs[redacted] regarding the Vehicle purchased from the CarMax store located in King of Prussia, Pennsylvania ("CarMax") on or about October 11,
CarMax's records indicate that the Vehicle was brought in for service on or about January 15, to inquire about an air conditioner cooling concern CarMax diagnosed the air conditioner concern and made the necessary repairs.
Mrs[redacted] brought the Vehicle back to CarMax on or about January 22, to inquire about a check engine light concern CarMax diagnosed the check engine light concern and determined that the Vehicle had a torn clutch plate – which is not a covered repair under the terms of Mrs[redacted]'s Extended Service Plan Mrs[redacted] elected to have the repairs completed by another facility
Due to the torn clutch plate not being a pre-existing concern at the time of sale, CarMax is declining Mrs[redacted]'s request to replace the clutch and fly wheel assembly However, CarMax encourages Mrs[redacted] or her son to schedule a follservice appointment with CarMax within the next 6-months or 6,miles to address any remaining concerns with the air conditioner
CarMax appreciates the opportunity to respond and considers this matter closed
Please contact me at (855)562-extension [redacted] with any questions you may have
Sincerely,
Nekia [redacted]
Analyst, Executive Response Team

January 3,
[redacted], Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
(VIN: [redacted], [redacted] the "Vehicle")
Dear Mrs
[redacted],
Thank you for forwarding the
complaint received in your office from Mr[redacted] as it pertains to his purchase
of the Vehicle from CarMax of [redacted] ("CarMax") on August 24th,
In the complaint, Mr[redacted] requests that CarMax complete a repair of a
chrome trim piece of the driver's side door of the Vehicle that he mentioned at
the time of sale or reimburse him the cost to have the repair completed
elsewhereMr[redacted] also requests a refund for the purchase price of the
Vehicle if a repair or refund is not provided
A review of CarMax's records
indicates that Mr[redacted] mentioned this concern to his sales consultant at the
time of saleAt that time, CarMax agreed to inspect the specific piece of
chrome trim and determine if a repair was necessaryUpon inspection, CarMax advised
Mr[redacted] that the part in question met CarMax's inspection standards and did
not require replacement or repairThere was no commitment made at this time or
anytime thereafter that the trim piece would be repaired
In the effort of customer service,
CarMax agreed to replace the part at no cost to Mr[redacted]CarMax scheduled an appointment
for the indentation repair on January 2, At that time, the chrome trim
piece was replaced and there were no additional service concerns provided by
Mr[redacted]
In the event that Mr[redacted] has any further questions
regarding this concern, he is welcomed to contact me at 800-519-1511, ext
[redacted]. Thank you for
providing CarMax the opportunity to respond to this matter
Sincerely,
Curt D[redacted]
Analyst, Customer
Relations

April 20,
"line-height: 107%Times New Roman",serif">[redacted], Operations Supervisor
Revdex.com
Moorefield Park Drive, Suite
Richmond, VA
RE:
[redacted] (VIN: [redacted] ("the Vehicle"))
Dear Mrs[redacted],
Thank
you for forwarding the complaint received in your office from Mr[redacted]
regarding his purchase of the Vehicle from CarMax of Huntsville, AL ("CarMax")
on December 15th,
In his complaint, Mr[redacted]
stated the front passenger speaker was damaged on the VehicleMr[redacted]
requested that CarMax replace the speakerCarMax contacted Mr[redacted] on April
20th, to schedule an appointment for this concernCarMax
ordered the replacement speaker and is prepared to complete the repairs once an
appointment is made with Mr[redacted]
Additionally, Mr[redacted]
requested that CarMax provide him with goodwill coupons which were promised to
him at the time of saleCarMax will provide Mr[redacted] with these coupons when
he brings the Vehicle in for repair
If Mr[redacted] has any
further questions regarding his complaint, he may contact me at [redacted]
Thank you
kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

August 28,
class="MsoNormal" "line-height:12.0pt">
Revdex.com Serving
Central Virginia, Inc
Moorefield Park Drive
Suite
Richmond,
VA
RE: Consumer
Complaint of [redacted]
Dear
Sir/Madam:
Thank
you for sharing [redacted] complaint and providing us the opportunity
to respondMs[redacted] indicates in her complaint that the [redacted]
(Vehicle) she purchased from CarMax Auto Superstores (our Dealer Affiliate) was
defective and overpriced, and that since she returned the Vehicle to our Dealer
Affiliate she has been receiving harassing phone calls from us. We will attempt to address each concern
below
Vehicle Condition and
Pricing
Upon
receipt of Ms[redacted]'s complaint, we reached out to our Dealer Affiliate
to obtain information regarding the Vehicle's purchase and service historyThe
records obtained reflect the following:
§ On November 20,
Ms[redacted] financed the purchase of the Vehicle from our Dealer
Affiliate. Ms[redacted] and our Dealer
Affiliate executed a retail installment sale contract (Contract), which was
subsequently purchased by and assigned to us – CarMax Auto Finance
§ On
July 14, (almost months after the purchase) Ms[redacted] returned the
Vehicle to our Dealer Affiliate. Our
Dealer Affiliate has no record showing that before Ms[redacted] returned the
Vehicle she contacted them to report that she was having concerns with the
condition of the Vehicle. More
importantly, when Ms[redacted] returned the Vehicle she did not inform our
Dealer Affiliate that she was returning the Vehicle because she had concerns
with its condition
Our
Dealer Affiliate would have looked into Ms[redacted]'s concerns had she given
them the opportunity to do so. Our
Dealer Affiliate prides itself in providing a transparent and customer-friendly
retail experience. For example, any
vehicle purchased can be returned within days with no questions asked and at
no cost to the customer. In addition, our
Dealer Affiliate provides a limited 30-day warranty on any used vehicle
purchase This means that within the
first days of purchase, our Dealer Affiliate would remedy – at no cost to
the customer – any breakdown issue identified.
Also note that the Vehicle was still covered under the factory warranty
when Ms[redacted] returned it to our Dealer Affiliate.
As
part of our investigation into Ms[redacted]'s complaint, we asked our Dealer
Affiliate to look into Ms[redacted]'s concern – the Vehicle's windshield
leaking. Our Dealer Affiliate informed
us that they were unable to duplicate Ms[redacted]'s concern.
Regarding
the sale price of the Vehicle, please know that our Dealer Affiliate is the largest used car
retailer in the nation, and it has learned over the years how to determine a
fair price and therefore offer competitive pricing. Our Dealer Affiliate's vehicle prices are not
negotiable, however – as earlier noted- any vehicle purchased can be returned within
days with no questions asked and at no cost to the customer. This policy gives customers – such as Ms[redacted]
- the opportunity to evaluate if they got a fair deal even after purchasing a
vehicle
Harassing Phone Calls
Ms
[redacted] states that after she returned the Vehicle she started receiving harassing
phone calls from us The purpose of our
phone calls was to discuss Ms[redacted]'s return of the Vehicle, and offer
her the opportunity to reinstate the Contract and take back possession of the
Vehicle. We are sorry that Ms
[redacted] perceived our attempts to contact her as harassing. We have updated our records to ensure that Ms
[redacted] will no longer receive further telephone calls from us. We, however, remain
open to allowing Ms[redacted] reinstate the Contract and recover the
Vehicle. If Ms[redacted] is interested
in this reinstatement opportunity, she should please contact me directly at
[redacted], extension [redacted]
Again, thank you for bringing this matter to our attention and
affording us the opportunity to respond If you have any questions or concerns, please
feel free to contact me at the number above.
Sincerely,
[redacted]
Paralegal
CarMax
Auto Finance
Copy:
[redacted]

March 7,
"layout-grid-mode: line">
Revdex.com Serving Central Virginia, Inc[redacted]
RE: Consumer Complaint of [redacted]Retail Installment Contract Dated 11/24/ [redacted] Account No. [redacted]
Dear Sir/Madam:
This will confirm receipt and review of a complaint that was forwarded to your office by [redacted] regarding the above-referenced account. [redacted] is concerned about the status of her refund and requests for an explanation for its delay
First and foremost, please know that our records do show that [redacted] was due a refund in the amount of [redacted] as of December 9, after we received a total loss insurance payment from [redacted]. Unfortunately, our records also show that we encountered a system error on that day that prevented [redacted] refund from being generated.[redacted] contacted us on January 13, regarding the delay and we discovered our initial error. Accordingly, we submitted a manual request to generate [redacted] refund immediately. Unfortunately, there was a delay in processing the request for[redacted] refund
I am, however, happy to inform you that the refund was sent to[redacted] via [redacted] overnight on February 10, and it is our understanding that [redacted] received the refund on February 17, 2014. In the event that [redacted] did not receive the [redacted] package, I would request that [redacted] contact me at [redacted], extension [redacted] and I will investigate the matter immediately
Thank you for bringing this matter to our attention. It is our mission to provide an unrivaled customer experience and we are disappointed that we failed in our commitment in this case. We hope that [redacted] will still provide us with the opportunity to be of service to her in the future and we apologize for any inconvenience the delay of the refund may have caused
Sincerely,
[redacted]
CarMax Auto Finance
CC: Tonica Williams

December
18,
[redacted], Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted] (VIN: [redacted] the "Vehicle")
Dear Mrs
[redacted],
Thank you for forwarding the
complaint received in your office from Mr[redacted] regarding his purchase of the
Vehicle from CarMax of Harrisonburg, VA ("CarMax") on November 28th, Mr
[redacted] also elected to purchase a MaxCare Extended Service Plan ("ESP") for a
term of months or until the Vehicle exceeded 150,miles, with a
deductible of $In
his complaint, Mr[redacted] alleged that he was misled regarding the purchase of
the ESP for the Vehicle
Mr[redacted] requested that CarMax
repair the Vehicle at no cost to himDuring the month of November 2015, Mr
[redacted] towed the Vehicle to CarMax in Lynchburg, VA with a drivability concernAt
that time, CarMax diagnosed the concern and determined the clutch of the
Vehicle needed replacementThis component is a maintenance item on the
Vehicle, and is not covered under the terms of Mr[redacted]'s ESP contract
Mr
[redacted] mentioned an additional concern during this visit on the axle bearing
This was also diagnosed and determined to have occurred as a result of driving
extensively on a worn clutch
In an effort of customer service,
CarMax completed this diagnosis at no cost to Mr[redacted]CarMax will not be
participating in any coverage of these repair costsCarMax will assist Mr
[redacted] by offering to find the best available cost for these repairs through
CarMax vendors
In the event Mr[redacted] has any
further questions regarding these concerns, he is welcomed to call me at
1-800-519-1511, extension [redacted]
Thank you for giving CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D[redacted]
Analyst,
CarMax Customer Relations

May 10,
[redacted], Operations Supervisor
",serif">
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted]
VIN: [redacted] ("the Vehicle)
Dear Mrs
[redacted],
Thank you for forwarding the
complaint received in your office from [redacted] regarding the Vehicle
purchased from CarMax of Norcross, GA ("CarMax") on April 5, In her complaint,
Miss [redacted] states that after she purchased the Vehicle, she brought it to
CarMax to have a number of minor repairs completed.
After
completing repairs on the Vehicle sunroof, alignment, key and mud flap, CarMax
discovered that additional cosmetic repairs were needed on the Vehicle's
bumper On April 22, 2016, CarMax informed
Miss [redacted] of the need for additional repairs. CarMax committed to completing the additional
repairs the next day
CarMax completed repairs on the
bumper on April 23,2016, and informed Miss [redacted] the Vehicle was
ready for pick up. Upon reviewing the
repairs, Miss [redacted] expressed that she was not satisfied with the quality of
the repairs. CarMax wanted Miss [redacted]
to be satisfied with the cosmetic quality of the Vehicle and repairs, and
committed to completing additional cosmetic repairs
On approximately May 2, 2016, CarMax
completed the additional cosmetic repairs, and Miss [redacted] picked up the
VehicleAll repairs on the Vehicle were completed under CarMax's 30-Day
Limited Warranty at no cost to Miss [redacted].
While CarMax declines to provide any additional relief, we appreciate
Miss [redacted]'s business and the opportunity to complete repairs to her
satisfaction
Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations