CarMax , Inc.

Roman';">                                  ...⇄ April 2, 2014
Via Electronic Mail
[redacted], Operations Team Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. On May 4, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), from the CarMax of Fort Lauderdale, FL.  In his complaint, [redacted] is requesting CarMax pay for his blown engine because he had to repair his convertible top and replace his clutch within the first six months. 
CarMax of Fort Lauderdale has addressed [redacted] convertible top tear by offering to pay half of the cost to repair as a show of goodwill.  CarMax was also told that [redacted] needed to replace his clutch six months after purchase but CarMax never received any documentation from [redacted]. 
The engine malfunction has taken place approximately eight months after purchase. Even though [redacted] did not purchase an Extended Service Plan CarMax has offered to obtain an engine at cost and the labor at a reduced rate.  [redacted] had agreed to this arrangement but as of today has been unable to pay for repairs.  CarMax has had this engine on hand for ninety days and has tried to contact [redacted] several times to make plans for payment in order to replace the engine.  The Vehicle is currently parked in the CarMax Fort Lauderdale service area.
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext [redacted].
                                   
Sincerely,
[redacted]
Customer Relations Analyst

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

April 3, 2015[redacted], Operations Supervisor 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms. [redacted]Complaint ID [redacted], VIN: [redacted] (the “Vehicle”)Dear Ms. [redacted]:Thank you for forwarding the complaint...

dated March 6, 2015 regarding the Vehicle purchased from the CarMax store located in Norcross, Georgia on or about January 9, 2010.  Ms. [redacted] brought the Vehicle to CarMax on or about February 19, 2015 to have the timing belt and water pump replaced.  CarMax replaced both parts as requested, but also found that the front brake pads and rotors needed to be replaced.  Ms. [redacted] gave CarMax authorization to make the necessary repairs and Repair Order 1694226 was completed on or about February 23, 2015.CarMax was contacted by Ms. [redacted] on or about February 28, 2015 to inform them that the Vehicle had to be taken to a third party dealership in Hilton Head, South Carolina on or about February 27, 2015 to diagnose a tire noise and check engine light concern.  The dealership inspected the Vehicle and found two lug nuts missing from front driver’s tire.  However, they were unable to verify the cause of the check engine light concern.  The dealership replaced the two missing lug nuts for a cost of $63.84 and reset the check engine light at no cost to Ms. [redacted].Ms. [redacted] brought the Vehicle back to CarMax on or about March 6, 2015 to address the above concerns.  CarMax inspected the Vehicle and did not find any current safety concerns with the tire at the time of inspection.  CarMax also attempted to diagnose and repair the check engine light concern, but the issue did not present itself at the time of inspection.  Therefore, CarMax as unable to diagnose the check engine light concern.Ms. [redacted] also informed CarMax during her service visit on or about March 6, 2015 that the Vehicle’s front passenger door control module needed to be replaced and was provided a quote of $1,219 to repair this component.Although CarMax was unable to verify the cause of the tire noise, CarMax sent Ms. [redacted] a reimbursement check in the amount of $63.84 as a gesture of goodwill on or about March 31, 2015.  Additionally, CarMax has no prior history of ever having replaced any component related to the door control module, but offered to repair the component at no cost to Ms. [redacted] as a gesture of goodwill.  Ms. [redacted] did not accept this offer.If Ms. [redacted] reconsiders CarMax’s gesture of goodwill to install the door control module, Ms. [redacted] will need to contact the Service Department at [redacted] within 30 days from the receipt of this letter to schedule an appointment.CarMax appreciates the opportunity to respond and considers the gestures of goodwill the resolution to the complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Executive Response Team

July 15, 2014

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VIA ELECTRONIC MAIL
[redacted], Operations Supervisor
Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re:  Complaint ID [redacted]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on July 8, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Norcross, Georgia (“CarMax”), on or about March 30, 2014.  [redacted] requested in his desired settlement that CarMax install running boards on the Vehicle.
[redacted] mentioned in the complaint that the window sticker showed the Vehicle advertised having a rear view camera and running boards.  However, his Vehicle did not come with either accessory.  CarMax as a gesture of goodwill scheduled to have the rear view camera installed at no cost to [redacted].  In addition, CarMax provided [redacted] with the contact information to [redacted] so that he could schedule to have his running boards installed at a discounted rate.  CarMax also offered to reimburse $100.00 towards the cost of the running boards.  [redacted] accepted the offer.
[redacted] came into CarMax located in Norcross, Georgia on or about July 14, 2014 to share that he did have the running boards installed.  At that time CarMax submitted the reimbursement in the amount of $100.00. 
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

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

[redacted]
Better...

Business Bureau
[redacted]
Richmond, Va.  23236
 
Re: Mr. [redacted]
 
Dear Mrs. [redacted],
 
Thank you for forwarding the complaint received in your office from Mr. [redacted] regarding the
2011 [redacted], VIN [redacted](the “Vehicle”) that he purchased on or about
October 17, 2014 from the CarMax store located in [redacted], Illinois.  In this complaint, Mr. [redacted] is requesting new rims, OEM parts, an Extended Service plan at no cost to him or a different vehicle in place of his current Vehicle.
 
As stated in the complaint, it was determined by the [redacted] Dealership that Mr. [redacted]’s Vehicle had parts that had been replaced with aftermarket parts which subsequently voided his [redacted] Maintenance Plan. Once this was discovered, CarMax offered to have Mr. [redacted] exchange the vehicle or have the aftermarket parts replaced with OEM parts which would result in the reinstatement of the [redacted] Maintenance Plan.  At that time, Mr. [redacted] requested that CarMax also provide a MaxCare, Extended Service Plan at no cost to him. CarMax declined the request and subsequently restated the previous offer to have OEM parts installed so that the [redacted] Maintenance Plan would be reinstated.
 
After further discussing Mr. [redacted]’s concerns about the Vehicle, CarMax extended the offer to allow
Mr. [redacted] to return the Vehicle and purchase another vehicle. On or about December 29, 2014,
Mr. [redacted] accepted the offer.
 
CarMax regrets any inconvenience that this may have caused Mr. [redacted]. 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

August 28,2014
[redacted]
0in 0pt;" class="MsoNormal">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
Re:  [redacted]
Dear [redacted],
Thank you for forwarding the complaint received in your office from [redacted] regarding the 
[redacted], [redacted](the “Vehicle”) that he paid to have transferred on or about August 4, 2014 to the CarMax store located in [redacted].  In this complaint
[redacted] is requesting a refund of the transfer fee.
As stated in the complaint, the above mentioned Vehicle did incur damage after it was transferred. CarMax regrets that this happened. [redacted] has been contacted and informed that the $749.00 transfer fee has been processed back to his VISA card on or about
CarMax appreciates the opportunity to respond to this complaint.
Please call me at [redacted], extension [redacted], if you have any questions.
[redacted]
[redacted]

[redacted]
Revdex.com
720...

Moorefield Park Drive Suite 300
Richmond, Va.  23236
 
[redacted]
 
[redacted]
 
Thank you for forwarding the complaint received in your office from [redacted]egarding the [redacted](the “Vehicle”) that she purchased on or about
August 15, 2012 from the CarMax store located in [redacted]n this complaint, Miss [redacted] is requesting a refund of $3,000.00 for recent repairs that were completed.
 
 
As stated in her letter, Miss [redacted] purchased the MaxCare, Extended Service Plan, administered by [redacted].  Any repair needs that were brought to the attention of CarMax within the first 30 days were covered under the 30 Day Limited Warranty inclusive of some repairs outside of the 30 Day Limited Warranty performed for the customer at no charge . According to records obtained from TWG, the repair concerns that were addressed after the 30 Day Limited Warranty were covered under the terms of the MaxCare Plan. Miss [redacted] was responsible for the $300.00 deductible as outlined in the service plan contract.  When questioned about the additional $3000.00 paid
Miss [redacted] stated that she elected to have other work performed to prevent future failures.
 
The Vehicle was incorrectly optioned as having memory seats at the time of purchase. However, as that particular option would not affect the cost of the Vehicle at CarMax, the Vehicle was priced correctly at the time of sale.
 
Carmax regrets that Miss [redacted] is not happy with the purchase of her Vehicle. CarMax also acknowledges that although Miss [redacted] has had to have several repairs completed, the MaxCare Extended Service Plan has been a benefit to her. CarMax appreciates the opportunity to respond however, CarMax is declining the settlement request as set forth in this complaint.
 
 
Please call me at [redacted] extension[redacted], if you have any questions.
 
Sincerely,
 
 
 
[redacted]

July 19th, 2016[redacted]Revdex.com720 Moorefield Park Drive, Suite 300Richmond, VA 23236[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 Milwaukee, WI (“CarMax”) on June 22nd, 2016. In his complaint, Mr. [redacted] requested that CarMax contact him regarding his experience and compensate him for the loss of a primary vehicle after being approved for a purchase of the Vehicle.            On approximately June 30th, 2016, CarMax was advised that the agreed upon contract between Mr. [redacted] and [redacted] would not be guaranteed due to inconsistencies found in contract stipulations. At that time, CarMax informed Mr. [redacted] that he would need to return the Vehicle or find alternative financing options.Despite repeated attempts to contact Mr. [redacted], CarMax has been unable to reach Mr. [redacted] since approximately June 30th, 2016, when this was first discovered. Considering Mr. [redacted] has not communicated any updates related to alternative financing, CarMax entered the Vehicle in repossession status on approximately July 15th, 2016.CarMax Credit and Collections department would be happy to speak with Mr. [redacted] regarding his experience and he can contact them at [redacted] CarMax will not be participating in any reimbursement of Mr. [redacted] insurance payment considering any payment made would have been at Mr. [redacted] discretion.Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D[redacted]

June 17, 2014
[redacted]
Revdex.com
[redacted]
Richmond, Virginia 23236
Re:  [redacted]
Dear[redacted]: 
     I am writing in response to your letter which forwarded the complaint of [redacted].
     On February 11, 2014 [redacted] purchased a [redacted] (the “Vehicle”) from CarMax in [redacted].  [redacted] discussed in her letter that the seats were not leather as advertised.  She had the seats replaced with leather at a facility other than CarMax.  [redacted] then showed CarMax management what she had done.  She states in her desired settlement she would like to be reimbursed for what she paid to have the job done.  She felt it was advertised with something it did not have.
     This [redacted] is an ** which comes from [redacted] with leather seats as standard issue.  [redacted] had seats re-upholstered by an outside facility without notifying CarMax or allowing CarMax to try and address her concerns.  Customer was informed by management that CarMax would not provide a refund for unauthorized work.  This is CarMax’s final decision.
     If you have any questions, please contact me at [redacted], extension[redacted].  Thank you for providing CarMax with an opportunity to respond.
Sincerely,
[redacted]

...

                                      May
1, 2015
 
Via Electronic Mail
 
[redacted], Operations Team
Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
 
Re: [redacted]
 
Dear Ms. [redacted]:
 
I am
writing in response to your letter which forwarded the complaint of [redacted].  On March 21, 2013, Mr. [redacted]
purchased a [redacted], VIN [redacted] (the “Vehicle”), at the
CarMax of Riverside, CA.  In his
complaint, Mr. [redacted] is requesting CarMax diagnosed and repaired for the lifter
issue.
 
Mr.
[redacted] stated that a week after purchase he brought the Vehicle in for the water
pump and alarm issues.  Mr. [redacted] stated
that he advised the service department that the Vehicle’s engine was making a
noise and he was told it was okay.  Mr.
[redacted] did reach out again in April of 2015 about the same engine noise and
advised that a [redacted] Specialist stated that it was the lifter.  CarMax asked Mr. [redacted] to bring the Vehicle
in so a diagnosis could be performed. 
 
CarMax
offered Mr. [redacted] two options.  The first
option is to have the Vehicle appraised. 
The second option was to get a price to have the vehicle repaired.  Mr. [redacted] declined both offers.
 
CarMax
declines Mr. [redacted]’s request as set forth in his complaint. CarMax is still
willing to honor the above options as listed. 
If you have any questions, please call me at [redacted].
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

May 5, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Miss [redacted] regarding the [redacted], [redacted]
(the “Vehicle”) that was purchased on or about March 16, 2015 from the CarMax
store located in Raleigh, North Carolina (“CarMax”).  In this complaint, Miss [redacted] is
requesting that the engine be replaced or to return the Vehicle if there are
further mechanical issues.
Miss [redacted] brought the Vehicle to CarMax on or about
March 25, 2015 with concerns of brake noise, sound from the auxiliary input and
key fobs not working properly, and to have a new power point outlet installed.  CarMax was unable to duplicate the brake
noise and all brake pads measured at 9/32" or greater.  CarMax replaced the power point outlet and was
unable to duplicate the concerns with the auxiliary input.  New key fobs were ordered by CarMax, then picked
up and tested by Miss [redacted] on or about April 9, 2015.
Miss [redacted] brought the Vehicle to CarMax on or about
April 14, 2015 with concerns of a smell coming from the air vents and that the
new key fobs would only work in close proximity to the Vehicle. CarMax took the
Vehicle to Flow [redacted] and authorized the recommended replacement of a receiver which
resolved the concern with the key fobs.  CarMax
replaced the cabin air filter to address the smell coming from the air vents.
On or about April 23, 2015 Miss [redacted] advised CarMax of
a concern with fluid underneath her brake pedal.  Miss [redacted] took the Vehicle to Flow [redacted] on
April 27, 2015 to review the concern.  Flow
[redacted] advised there was excess grease that was used to lubricate the hardware
for the pedals and cleaned it for Miss [redacted].   This resolved the concern.
All repairs have been covered by the CarMax Limited 30 Day Warranty
at no cost to Miss [redacted].  While the
Limited 30 Day Warranty has expired, Miss [redacted] did purchase the MaxCare
Extended Service Plan which will offer coverage until the Vehicle reaches
100,000 miles or March 16, 2020, whichever occurs first.  CarMax considers the mechanical concerns
resolved and is declining the settlement set forth in the request.
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

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]
This resolution is unacceptable, because I was never told about not holding a check per a voucher.  I arrived at the tarmac dealer not prepared to make a down payment so as I was made to believe a down payment was necessary so I had too make arrangements with an out of state bank to transfer funds I was told by the sales person and finance office they would wait a day or two before depositing my check which would give me enough time to make sure the funds transferred.  I feel that I'm being addressed as a liar the reason I settled the returned check issue is I was probably called at least once a day for a minimum of two weeks.  I had to use my 1st car payment to pay this to stop the calls.  For a first time customer to have this type of experience after being referred by another potential customer I will not be returning or sending others your way.  My husband is a veteran and  I deal with a lot of veterans and active military on a daily basis who I'd be glad to refer but won't, I will be scraping your name off my trunk. Bottom line I feel very disrespected in reference to being viewed a liar which I am not, as we had salt with two fairly new employees and I believe it was a lack of communication and correct information.

October 10, 2014
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Revdex.com Serving Central Virginia, Inc.
720 Moorefield Park Drive
Suite 300
Richmond, VA 23236
RE:      Retail Installment Contract Dated 09/10/2011
            [redacted], VIN – [redacted]
           
Dear Sir/Madam:
Thank you for forwarding [redacted] complaint to us for review and response.  [redacted] is requesting for an explanation of charges for his vehicle and for a copy of the voluntary surrender form he executed when he surrendered his vehicle.  [redacted] is also requesting that we update our tradeline to show that he voluntarily surrendered his vehicle.  
Further to [redacted] request, we have attached a copy of the voluntary surrender form and an Explanation of Calculation of Deficiency, which shows how much [redacted] owed after we applied the sale price of his vehicle to his outstanding account balance.  According to our records, this explanation was provided to [redacted] on August 15, 2014 in accordance with our vehicle repossession and disposition process.  If this is not the explanation [redacted] is seeking, he should contact us at the number below.
Nonetheless, we think it is imperative to mention that [redacted] complaint is the first notice we have on record regarding his request for the voluntary surrender form.  After receipt of [redacted] complaint, we contacted the location of our dealer affiliate (CarMax Auto Superstores, Inc.) – where [redacted] surrendered his vehicle.  We were informed that they had no record of [redacted] request for the voluntary surrender form. 
Regarding [redacted] request that we update our tradeline to reflect that he voluntarily surrendered his vehicle, please know that we have submitted a request to the three national credit bureaus to update our tradeline accordingly.  It may take up to 30 days for [redacted] credit file to reflect this update.
Again, thank you for bringing this matter to our attention and affording us with the opportunity to provide this explanation.  If you have any questions or concerns regarding our explanation, please contact us at [redacted], extension [redacted]. 
Sincerely,
[redacted]
Legal Assistant
CarMax Auto Finance
Enclosures
CC: [redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

[redacted]
Revdex.com
Calibri;">720 Moorefield Park Drive Suite 300
Richmond, Va.  23236
Re: [redacted]
Dear [redacted],
Thank you for forwarding the complaint received in your office from [redacted] regarding the
[redacted], VIN [redacted] (the “Vehicle”) that she purchased on or about
December 30, 2011 from the CarMax store located in Knoxville, Tennessee.  In this complaint
[redacted] is requesting that CarMax purchase the Vehicle from her for the amount that is owed on her loan.
As stated in her letter, [redacted] Vehicle has had intermittent issues that neither Carmax nor two other [redacted] have been able to fix. CarMax regrets the problems that [redacted] has experienced with her Vehicle.  CarMax extended an offer to purchase [redacted] Vehicle from her and she has accepted the offer.
CarMax appreciates the opportunity to respond to this complaint. If you have any further questions, please call me at [redacted], extension [redacted].
Sincerely,
 
[redacted]
Analyst, Executive Response Team

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] Thanks [redacted], my problem with Carmax is that they priced the truck based on the fact that it had leather seats an since the seats were not leather they should give me what I overpaid based on misrepresenting the advertisement.  As I stated in our phone conversation, I paid to have them redo the seat but changed my mind because their price was $300 higher than Leather Medic.

January 23, 2015
Roman"> 
[redacted]
Revdex.com
[redacted]
Richmond, VA23236
 
RE:  Sarah [redacted]
        2009 [redacted]   VIN [redacted] (“the Vehicle”)
 
Dear Ms Mann,
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted], Illinois (“CarMax”) on 12/11/2014. Ms [redacted] is requesting that CarMax replace her missing prescription sunglasses.
 
Ms [redacted] brought the Vehicle into CarMax of [redacted], Illinois for service on or about 12/15/2014.  Ms. [redacted] requested to return the Vehicle while it was still in for service at the [redacted] location on or about 12/17/2014.  On or about 12/17/2014, CarMax removed Ms [redacted]’s belongings from the Vehicle.  These items included a car seat, stroller, CD and USPS mailings which were stored in the Business Office for pick up.  On or about 12/22/2014 the Business Office manager called Ms [redacted] to remind her of her held items and informing her CarMax would be closed for two days for the holidays. At that [redacted]e, Ms [redacted] asked about her sunglasses and the Vehicle was searched again, but there were no items left behind.  Lost and Found was also searched. On or about 12/29/2014 Ms [redacted] picked up her items from the Business Office. The Business Office Manager assisted Ms [redacted] in carrying her items to her vehicle. There was no discussion about the sunglasses during that visit.
 
CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaint. CarMax is not responsible for items left in a vehicle.
 
 Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

February 5, 2015
 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA23236
 
RE:  [redacted]
         [redacted] VIN [redacted] (“the Vehicle”)
 
Dear Ms Mann,
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle he purchased from CarMax of [redacted], North Carolina (“CarMax”) on 5/22/2014. Mr. [redacted] is asking for an explanation as to why his front and rear bumpers were repainted.    
 
CarMax appreciates the opportunity to respond.  Both bumpers were painted during the reconditioning process of the Vehicle. The Vehicle History report shows no history of an accident.  CarMax painted bumpers, as well as other panels on the Vehicle, to correct cosmetic deficiencies. CarMax does not disclose every mechanical or cosmetic repair made to vehicles to potential customers; however, if requested, that information is shared.  [redacted], Service Manager explained this to Mr. [redacted] in mid-January. Mr. [redacted] has reached out to Mr. [redacted] to follow up since receiving this complaint, but Mr. [redacted] has not returned his call. We encourage Mr. [redacted] to call Mr. [redacted] at [redacted] if he has additional questions. Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

July 11, 2016
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID [redacted]...

[redacted]
Dear Mrs. [redacted]:
 
I am writing in response to your letter dated June 25, 2016, wherein you forwarded a complaint from Mr. Clarence [redacted] regarding the Vehicle purchased from the CarMax store located in Midlothian, Virginia (“CarMax”) on or about March 26, 2014.  Mr. [redacted] requests that CarMax repair the Vehicle’s suspension concern under the terms of their 30-Day Limited Warranty.
Mr. [redacted] brought the Vehicle to CarMax on or about April 28, 2014 to inquire about a rumbling noise while driving and a leaking concern.  CarMax completed an alignment on the Vehicle and also replaced the front right strut at no cost to Mr. Lewis.  No leak was found at the time of this visit. 
The Vehicle was later brought back to CarMax on or about July 8, 2014 to inquire about a faded hood concern.  CarMax repaired and repainted the Vehicle’s hood at no cost to Mr. Lewis.  CarMax has no record of a suspension concern during this visit (or at the time of the previous visit on or about April 28, 2014).
CarMax has not seen the Vehicle since this last repair on or about July 8, 2014 and is therefore declining Mr. [redacted] requested settlement to repair the Vehicle’s suspension under their 30-Day Limited Warranty.  Conversely, if Mr. [redacted] would like for CarMax to diagnose and repair the Vehicle at their standard rate, he can contact their service department directly at [redacted] ext **
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
Nekia W[redacted]