CarMax , Inc.

May 22, 2014
0pt;" class="MsoNormal">
Revdex.com Serving Central Virginia
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236
RE:          Consumer Complaint of [redacted]
Retail Installment Contract Dated 07/18/2008
[redacted], VIN: [redacted] (the “Vehicle”)
Account No. [redacted]
Dear Sir/Madam:
This will confirm receipt and review of the complaint forwarded to you by [redacted].  In sum, [redacted] would like an explanation why her final payment amount exceeds the amount of her regular payment.  In addition, [redacted] is also concerned that the Vehicle would be repossessed if she fails to pay-off her account balance by May 30, 2014.  I will attempt to address [redacted] concerns below.
Regarding [redacted] final payment amount, please know that [redacted] executed a simple interest contract.  Therefore, finance charges or interest on her account are calculated using a simple interest formula.  This means that finance charges accrue on a day-to-day basis.  We apply each payment first to accrued finance charges, then to any other applicable fees or charges, e.g. late fees.  The remaining balance will then be applied to the unpaid principal balance of the amount financed.  It is important to understand that the finance charges that accrue between each payment are contingent primarily on the current principal balance owed and how early or late monthly payments are received.  In essence, payment patterns to a significant extent, dictate how much finance charges the account accrues daily. 
That said, our records shows that [redacted] made several of her payments late.  In fact, 21 of her payments were received more than 10 days after the due date.  This resulted in additional finance charges accruing on [redacted]’s account.  In addition, [redacted] requested and received 3 payment extensions.  As shown in the enclosed letter, [redacted] was informed and understood that additional finance charges will accrue for each payment extension she received.  The difference between her final payment amount and the amount of her regular payment is as a result of the several late payments and payment extensions.  To further illustrate this point, if [redacted] had made her monthly payments before her due date each month and received no payment extensions her final payment would have been less than the amount of her regular payment.  Enclosed is a system generated payment history of [redacted]’s account.  A detailed[redacted]-based payment history is also enclosed as a supplement.
The current balance on [redacted]’s account is $1,106.92.  To avoid the account from becoming delinquent, the entire balance must be paid in full by May 27, 2014 which is [redacted]’s last scheduled due date.  If [redacted] is unable to pay-off her account balance by May 27, 2014 we will continue to accept payments from her until the balance is paid in full.  [redacted] should have no concern that the Vehicle will be repossessed.
Thank you for bringing this matter to our attention. I hope that the above provides [redacted] with the clarity and assurances that she seeks.  If you have any questions or concerns, please feel free to contact me at [redacted], extension[redacted].
Sincerely,
[redacted]
Paralegal
CarMax Auto Finance
CC: [redacted]
Enclosures

July 7th,
[redacted]
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
[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 Hartford, CT ("CarMax") on December 30th,
At
the time of purchase, Mr[redacted] elected to purchase a MaxCare Extended Service
Plan ("ESP") for a term of months, or until the Vehicle exceeded 100,
miles, with a deductible of $ In
his complaint, Mr[redacted] requested that CarMax refund the full amount of the ESP
purchased at the time of sale
CarMax was aware of Mr[redacted] concerns prior to
receiving this complaint and has spoken with Mr[redacted] regarding this request
on multiple occasionsMr[redacted] requested a full reimbursement of the ESP due
to the Vehicle's odometer reading still being within the parameters of a [redacted]
manufacturer warranty at the time of his purchaseMr[redacted] suggested that
this would be considered a "double warranty" on the Vehicle and that the ESP
would not be necessaryCarMax informed Mr[redacted] that the ESP covers similar
terms as a manufacturer warranty, but also includes additional benefits and
coverage terms which may not be covered under the terms of the Vehicle's
manufacturer warranty
Mr[redacted] cancelled the ESP on approximately February 2nd,
2016, and received a pro-rated amount for the remaining coverage on the ESP,
per the terms of his contractCarMax refunded Mr[redacted] $3,for the
coverage period remaining for the ESP on this date
Based on the above, CarMax will not be participating in the
additional refund of $that Mr[redacted] requestsIf Mr[redacted] has any
further questions, he may contact me at [redacted] extension [redacted]
Thank you for providing
CarMax the opportunity to respond to this matter
Sincerely,
Curt
D[redacted]

October 5,
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
200%;tab-stops:center 3.25in">[redacted],
Operations [redacted]
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 October 3, regarding
the Vehicle purchased from the CarMax store located in Katy, TX ("CarMax") on
or about November 18,
In the complaint, Ms[redacted] states that CarMax failed to
disclose that the Vehicle had been involved in an accident prior to purchase,
and is therefore requesting that CarMax buy back the Vehicle in full
CarMax shared the Vehicle's [redacted] Vehicle History Report with Ms
[redacted] at the time of sale, which reported that the Vehicle had not been in
any previous accidentsCarMax uses [redacted] because it is the industry
standard for transacting among dealerThis vehicle history source includes
condition announcement data from the nation's largest auction houses, as well
as vehicle information from all states and the [redacted]While this gives CarMax and other reputable dealers confidence in
[redacted], as specified on the report itself, not all accidents or issues are
reported to [redacted]For this reason, CarMax cannot guarantee the accuracy of
the information provided in [redacted], and do not rely on [redacted] exclusively
to determine whether a vehicle meets CarMax's quality standards
Additionally, CarMax does not claim that it does not sell vehicles
that have been involved in accidentsHowever, CarMax does guarantee that, at
the time of sale, every retail vehicle has accurate mileage and is not and has
never been designated as salvage or flood on the vehicle's Certificate of Title
– or we'll buy it backCarMax also guarantees that the vehicles they sell do
not have frame damageAt the time Ms[redacted] purchased the Vehicle, it did
not have a title brand or frame damageTherefore, making it saleable by
CarMax
Based on the above information, CarMax will not be providing Ms
[redacted] with the resolution she seeksIf Ms[redacted] is still interested in selling
the Vehicle, she is welcome to bring it to her closest CarMax in order to have
it appraised
CarMax appreciates the opportunity to respond to this complaint
Please contact me at (800)519-1511, extension [redacted],
with any questions you may have
Sincerely,
Gabrielle P[redacted]
Analyst, Executive Response Team

July 29,
"margin: 0in 0in 0pt; line-height: normal;">VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Re: Complaint ID [redacted]
Dear [redacted]:
I am in receipt of the complaint that was filed by [redacted], on July 9, 2014, regarding a [redacted] (the "2nd Vehicle"), VIN [redacted], that was purchased from CarMax South Jordan, Utah ("CarMax") on or about April 22, and returned on or about July 15, 2014. The complaint also includes a [redacted], (the "1st Vehicle") VIN [redacted], purchased from CarMax South Jordan, Utah ("CarMax") on or about September 26, and was sold to CarMax by [redacted] on or about April 22,
CarMax appraised [redacted] 1st Vehicle above market value as a gesture of customer service. CarMax returned the 2nd Vehicle well after the 5-Day Money Back Guarantee offered on our used vehicles as a gesture of customer service. CarMax considers the return of the 2nd Vehicle the resolution to [redacted] complaint.
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please contact me directly at [redacted] extension [redacted]
Sincerely,
[redacted]
SrAnalyst, Customer Relations

December
29, [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 purchase
of the Vehicle from CarMax of Charlotte, NC ("CarMax") on August 18, 2012. In her complaint Ms[redacted] states that the
Vehicle has had ongoing service concerns, including the Vehicle cutting off on
or around December 11, 2015, and requests that CarMax pay the remainder of her
loan On December 11, the Vehicle was
brought to CarMax for service. CarMax attempted
to diagnose the Vehicle but was unable to duplicate the concern. CarMax sublet the vehicle to a local Dodge
dealership who could not duplicate the concern.
CarMax recognizes that Ms[redacted] is
dissatisfied with the Vehicle. While
CarMax remains committed to repairing identifiable issues, CarMax is unwilling
to provide any additional relief. Should
Ms[redacted] wish to sell the Vehicle, she is welcome to bring it to CarMax for
an appraisalIf
Ms[redacted] has any additional questions, she may contact me at 1-800-519-ext
[redacted]Sincerely,
Jennifer
L[redacted]
Analyst,
CarMax Customer Relations

March 4th,
[redacted], Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted] (VIN: [redacted]
the "Vehicle")
[redacted]
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 Schaumburg, IL ("CarMax") on February 4th,
In
her complaint, Ms[redacted] requested a credit for two replacement tires on the
Vehicle due to concerns since purchase
CarMax
was aware of Ms[redacted]'s concerns prior to receiving this complaintMs
[redacted] inquired about the tread depth of the tires prior to purchase, which
measured above both state and CarMax's standardsCarMax informed Ms[redacted]
that these tires would not be replaced as a result of that measurementMs
[redacted] then elected to purchase the Vehicle
CarMax had additional
conversations with Ms[redacted] and her boyfriend on February 11th,
2016, and February 24th, 2016, when they again requested replacement
of the tiresCarMax informed Ms[redacted] that because the tires exceeded
standards there would be no replacement under her Limited 30-Day Warranty
CarMax
agrees to replace the tires at cost for Ms[redacted] but declines any further
financial assistanceIf
Ms[redacted] has further questions, she may contact me at 1-800-519-1511, ext
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D[redacted]
Analyst,
CarMax Customer Relations

April 17, 2014
0pt;" class="MsoNormal">
Revdex.com Serving Central Virginia
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236
RE:       Consumer Complaint of [redacted]
           
Dear Sir/Madam:
This will confirm receipt and review of a complaint that was forwarded to your office by [redacted].  [redacted] is alleging that we conducted credit inquires on her credit file without her authorization.  Accordingly, [redacted] is requesting that we delete the credit inquiries from her credit file.  Please find our response below.
Our records show that on December 11, 2013 we received 3 credit applications containing a significant amount of [redacted] personal information.  These applications were submitted at the CarMax Auto Superstores, Inc. location in Kearny Mesa, California.  Two of the three credit applications were for the purchase of a [redacted], while the third credit application was for a [redacted].  All three credit applications were conditionally approved by one of our participating financial institutions; however, the applicant elected not to accept any of the offers. 
As already indicated above, in order to submit a credit application a significant amount of personal information about the applicant is obtained.  Additionally, a photo-identification of the applicant is reviewed to authenticate the identity of the applicant.  Finally, the applicant executes a Credit Consent form acknowledging that the applicant understands, amongst other things, that a credit application for a vehicle purchase is being authorized.  
If, in the light of the above information, [redacted] still disputes the credit inquires and believes that she is a victim of identity theft, she should contact me immediately at [redacted], extension [redacted].  To facilitate the investigation, [redacted] may be required to complete a fraud affidavit and provide a police report.  We would be happy to provide [redacted] with the relief that she seeks upon confirmation that she is a victim of identity theft. 
In the meantime, we thank you for bringing this complaint to our attention and for the opportunity to respond.  If you have any questions or concern, please do not hesitate to contact me at the number provided.
Sincerely,
[redacted]
Paralegal
CarMax
CC: [redacted]

October 12,
",sans-serif>
Revdex.com
Serving Central Virginia, Inc
Moorefield Park Drive
Suite Richmond,
VA
RE: ? Consumer Compliant of [redacted] (Pires)
Dear
Sir/Madam:
Thank you
for sharing the complaint submitted by [redacted] and providing us with the
opportunity to respond. Ms[redacted] is
disputing the credit information we are furnishing on her credit file regarding
our tradeline. As a result of this
dispute, Ms[redacted] is requesting that we validate our tradeline information and
prove to her that we provided her with all the required repossession-related
notices After a careful review of our account
records, we do not find any merit in Ms[redacted] complaint. Below we explain whyValidation
of Tradeline Information
After
receipt of Ms[redacted] complaint, we completed a thorough investigation of the credit
information we are furnishing on Ms[redacted] credit file. We concluded after this review that the
information we are furnishing is accurate and complete. [redacted] is a copy of a system generated
payment history, which substantiates the accuracy of the credit information we
are furnishing related to Ms[redacted] account and specifically her payment
history. We, therefore, cannot remove
the negative credit information Ms[redacted] is disputing. We have, however, updated our reporting to
reflect Ms[redacted] disputeRepossession Notices
Ms[redacted] indicates in her complaint that we cannot collect on the deficiency balance on
her account unless we can establish that (prior to repossessing her vehicle) we
provided her with the required time frame to cure the delinquency on her
account and that we provided her with the required repossession notices. First, Ms[redacted] contract (copy enclosed) is
governed by the law of the state of North Carolina and there is no
pre-repossession notice required.
Second, our records reflect that we provided Ms[redacted] with optional default
notices, which informed her that her account was delinquent and that we would
repossess her vehicle if she did not resolve the delinquency Finally, subsequent to our repossession of Ms
[redacted] vehicle, we provided her with a sale notice and then an explanation of
how we applied the sale proceeds to her account resulting in the deficiency
balance she now owes. A copy of all but
of the notices referenced is attached in response to Ms[redacted] request. As you will see, all the
notices were mailed to the same address Ms[redacted] provides in her
complaint.
Thank
you, again, for bringing this complaint to our attention and for the
opportunity to provide this explanation.
If
you have any questions or you need additional information, please do not
hesitate to contact me directly at [redacted],
extension [redacted]Sincerely,
[redacted]
Paralegal
CarMax Auto Finance
Enclosures
cc: [redacted]

Complaint ID:[redacted]
Hello, my name is [redacted], and I would like to address why I am dissatisfied with the Carmax Company. As I noticed, they did not uphold their warranty on fixing cars. Especially, the most serious case was the brake rotors and brake pads being rusted and replaced. The car was taken to Carmax for an alignment and other situations. They told me nothing was wrong. This brake problem happened less than a month after warranty. Not only that it took me months to settle this issue with Carmax, but I was rejected help regardless. Furthermore, it took me from November of 2015 to settle this, and it is now February 2016 for this unresolved.
 
I disagree with the response because I looked at the diagram for my [redacted]. They stated that you had to pull the wheel to see the rotors or the pads. I checked it out myself. I can see where the pads and the rotor disk without pulling the wheels off from the outside. I have no doubt that they could see it when they did the alignment under the car.
 
The actionable item I would suggest for the business is covering the bill it took me to get the rusted rotors and breaks replaced. I would even be satisfied with half the coverage.

April 8th,
[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 Ms[redacted] regarding her purchase of
the Vehicle from CarMax of Riverside, CA ("CarMax") on approximately September
11th, 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 100,miles with a deductible of $for
repairs completed at CarMaxIn her complaint, Ms[redacted] requested a full
refund and exchange of the Vehicle due to service concerns
CarMax
addressed multiple repair concerns on the Vehicle since Ms[redacted]'s purchase
CarMax has not diagnosed any service concerns on the Vehicle since this visit
on approximately April 14th,
If Ms[redacted] has any
current repair concerns on the Vehicle, CarMax would gladly complete a
diagnosisCarMax will not participate in any return or exchange for the
Vehicle as Ms[redacted] is outside of any warranty provided by CarMaxIn the
event Ms[redacted] would like to sell the Vehicle, CarMax would be happy to
complete an appraisal
Ms
[redacted] is encouraged to contact myself at 1-800-519-1511, ext[redacted] if she
has any additional questions
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
[redacted]
Analyst,
CarMax Customer Relations

December 29,
[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 Ms[redacted] regarding her purchase of the
Vehicle from CarMax of West Valley, AZ ("CarMax") on September 8th,
In her complaint, Ms[redacted] requested that CarMax replace the Vehicle due
to service concerns since her purchase
CarMax completes a 125-point
inspection on each vehicle prior to sale which guarantees that there are no
existing mechanical concernsCarMax cannot predict what future concerns may
arise after purchaseCarMax has had no contact with Ms[redacted] since
approximately September of when a concern for a component with the
satellite radio of the Vehicle was resolved
At this time CarMax will be unable
to replace the Vehicle, but would be happy to diagnose any repair concerns on
the Vehicle at the expense of Ms[redacted]In the event Ms[redacted] would prefer to
sell the Vehicle, CarMax would be happy to appraise it
In
the event Ms[redacted] has any further questions, she 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
[redacted]
Analyst,
CarMax Customer Relations

October 15, 2015
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated September 29, 2015 regarding
the Vehicle purchased from the CarMax store located in Charlotte, North
Carolina (“CarMax”) on or about May 23, 2014.
CarMax’s records indicate that the following mechanical concerns were
addressed on the Vehicle during the 30-day warranty period: power port fuse
replacement, two fuel level sensors replaced, and left rear door actuator
replaced.  These repairs were completed
at no charge to Ms. [redacted]s.  The service
records also state that the Vehicle was brought in for transmission repairs on
or about February 23, 2015.  CarMax’s
records indicate these repairs were completed by [redacted] Transmissions &
Total Car Care and were covered by Ms. [redacted] MaxCare Extended Service
Plan.  Service records indicate the
Vehicle was brought to CarMax service for related transmission concerns on or
about August 31, 2015 and repairs were completed under [redacted] warranty at no
charge to Ms. [redacted].  As a goodwill
gesture, the $109.00 diagnostic expense for this repair was not charged to Ms.
[redacted]s.  CarMax’s records also list the
Vehicle’s battery and left rear tire pressure monitoring system have been
addressed by the service team since the date of purchase.
CarMax’s records show an appraisal was completed on the vehicle on
or about September 28, 2015.  The
appraisal notes indicate that the mileage, condition of vehicle, and impact damage
incurred after purchase affected the appraisal offer.
CarMax’s records indicate the Vehicle was operating as designed
when last serviced on or about September 11, 2015.  CarMax will not be participating in
replacement of the vehicle, as requested by Ms. [redacted]s.  CarMax welcomes Ms. [redacted]s to return for a
second appraisal after the impact damage to the Vehicle has been repaired.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]

March 4th,
[redacted], Operations Supervisor
",serif">RevDex.com
Moorefield Park Drive, Suite
Richmond,
VA
RE: [redacted] (VIN:
[redacted] the "Vehicle")
[redacted]
Dear Mrs
[redacted],
Thank you for forwarding the
complaint received in your office from Mr[redacted] regarding her purchase of
the Vehicle from CarMax of Albuquerque, NM ("CarMax") on January 15th,
In
his complaint, Mr[redacted] requested that CarMax exchange the Vehicle due to
mechanical concerns since purchase
CarMax
was aware of Mr[redacted]'s concerns prior to receiving this complaintOn
approximately February 23rd, 2016, CarMax agreed to exchange the
Vehicle at his requestCarMax completed a full return and Mr[redacted] decided
to purchase a different vehicle with CarMax
CarMax
is unaware of any further concerns that MrGalbadon may currently haveIf MrGalbadon has any further
questions, he is welcomed to contact me at 1-800-519-1511, ext[redacted]
Thank you for providing CarMax the
opportunity to respond to this matter
Sincerely,
Curt
D[redacted]
Analyst,
CarMax Customer Relations

May 24,
"margin:0in;margin-bottom:.0001pt;background:white">
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 and providing
us the opportunity to respond. We are
happy to inform you that this matter has been resolved and MrBoyle's due date
has been moved back to the 20th of each month per his request. In the interest of customer service we have
also granted him a onetime late fee waiver in the amount of $15.38, for the fee
that was charged on the account for the May 2, payment
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 regarding this matter, please contact [redacted] at
[redacted], extension [redacted]
Sincerely,
Brent A[redacted]

February
24,
[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 Laurel, MD ("the Vehicle"). In his complaint, Mr[redacted] states that his
vehicle has been in for repairs for out of the days he has owned the Vehicle. Mr[redacted] requests a "power train warranty"
be provided on the Vehicle so he can take it elsewhere for service
As of February 24, 2016, CarMax has
sublet the vehicle to Heritage Volkswagen for further diagnosis and
repairs. CarMax is covering the cost of
diagnosis and repair
CarMax Customer Relations is in continual
communication with Mr[redacted], and will work with him until all issues are
resolved
If Mr[redacted] has any additional
questions, he may contact me at 1-800-519-ext[redacted]
Sincerely,
Jennifer
[redacted]
Analyst,
CarMax Customer Relations

March 10,
[redacted]Revdex.com
"margin-bottom: 0.0001pt;">Moorefield Park Drive Suite
Richmond, VA
Re: MR [redacted]
Dear Mrs[redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mr[redacted] regarding the [redacted],
(the "Vehicle") that he was interested in purchasing from the CarMax store
located in [redacted], Georgia ("CarMax").
In this complaint, Mr[redacted] is requesting to purchase the Vehicle
According to our records, CarMax has been in communication with
Mr[redacted] on multiple occasions
CarMax is declining the settlement request as set forth in
the complaint CarMax maintains the
right to determine which customers CarMax will conduct business with. CarMax has elected not to do business with
Mr[redacted]. This decision could be
related to a prior interaction with CarMax or information provided to us during
this transaction. No further information
is available. The decision is final and
applicable to all CarMax locations.
CarMax appreciates the opportunity to respond to this
complaint.
Please call me at [redacted], extension [redacted], if you
have any questions
Sincerely,
[redacted]Analyst, Customer Relations

December 1st, 2014
size="3" face="Times New Roman"> 
[redacted], Operations Supervisor
Revdex.com
[redacted]
 
RE: [redacted]
 
[redacted] VIN: [redacted] (the “Vehicle”)
 
 
Dear [redacted]:
 
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle she purchased on or about October 25th, 2013 from the CarMax in [redacted] (“CarMax”).  In her complaint, [redacted] shares that she was notified by the police that there was an attempt to steal the Vehicle while it was in for service at CarMax.  She expresses her dissatisfaction that CarMax did not notify her of the situation and that CarMax did not take any responsibility or assist her in the purchase of a different vehicle.  She is requesting that CarMax compensate her due to the inconvenience this situation has caused her and her family.
 
Research shows that CarMax immediately filed a police report and was advised by the police that they would contact [redacted].  The CarMax Legal Department then followed up with a letter on September 9th, 2014.   [redacted] filed a claim with her insurance company and any additional requests or follow-up would need to be addressed with the insurance company that handled the claim.  It is CarMax’s belief that it has met any and all obligations that it may have had with [redacted].
 
Thank you for providing CarMax an opportunity to respond.
 
Sincerely,
 
[redacted]
Analyst, CarMax

May 5, 2014

class="MsoNormal">
VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re:  Complaint ID [redacted]
[redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on April 4, 2014 regarding a [redacted] (the “Vehicle”), VIN[redacted], that was purchased at the CarMax store located in Laurel, Maryland (“CarMax”), on or about March 27, 2014.  [redacted] requested a refund in the amount of $100 to cover his rental cost and loss of his personal time in his desired settlement.
[redacted] shares in the complaint his frustrations of an active recall prior to his purchase.  CarMax has taken care of the recall.  In addition, CarMax Senior Management Team has been in contact with [redacted].  During the conversation [redacted] shared that he would like for CarMax to assist with one of his local charities.
CarMax of [redacted] is working on getting several CarMax Cares Events in June together for [redacted] as a gesture of goodwill.  [redacted] accepted this resolution.
CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.
 
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, Customer Relations

August 25th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236RE: C[redacted]...

[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 Dayton, OH (“CarMax”) on August 31st, 2015. In his complaint, Mr. [redacted] requested that CarMax guarantee that the Vehicle was not flood damaged at the time of sale.  Conversely, if CarMax is unable to guarantee this, Mr. [redacted] requested for CarMax to eplace the tailgate component of the Vehicle, which contained rust.After Mr. [redacted] purchase, CarMax  replaced  his driver and passenger side window motor – under the terms of CarMax’s 30-Day Limited Warranty. CarMax had no contact with Mr. [redacted] until on or about June 29th, 2016, when Mr. [redacted] mentioned the repair concerns listed above. At that time, CarMax completed an inspection of the Vehicle and found no existing signs of  flood damage. In addition, CarMax sent the Vehicle to a third-party vendor ([redacted]”), who completed a diagnosis and determined that a sanding of the rust would address his concern. In an effort of customer service, CarMax offered to have these repairs completed at [redacted], or a vendor of Mr. [redacted] choosing, at no cost to him.  Mr. [redacted] declined CarMax of Dayton’s offer and contacted myself in CarMax’s Customer Relations Department on or about August 15, 2016.  CarMax’s Customer Relations Department is continuing to research this matter for Mr. [redacted] and will continue to stay in communication with him regarding any new updates. Therefore, based on the above, CarMax is unable to make any offers at this time, as it pertains to his requested settlement. Mr. [redacted] is welcomed to contact me at [redacted], ext. [redacted] with any additional questions or concerns that he may haveThank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]
Analyst,
CarMax Customer Relations

August 18, 2015
[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE:
[redacted]
Dear Mrs. [redacted],
            Thank
you for forwarding the response received in your office from Mr. [redacted] regarding
his purchase of the Vehicle from CarMax of Frederick, MD (“CarMax”) on April 20th,
2015.
In his reply, Mr. [redacted] reiterated service concerns with the Vehicle and disputed information in
CarMax’s original response.
CarMax spoke with Mr.
[redacted] on August 17th, 2015 and promptly sent service coupons per
his request.
CarMax would be glad to
diagnose any additional service concerns that Mr. [redacted] may presently have.
Additionally, CarMax guarantees each prior repair with a 6-month, 6,000-mile
warranty; Mr. [redacted] may exercise this guarantee upon the return of any
concerns that CarMax previously addressed within the repair for warranty.
            Thank
you kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]