CarMax , Inc.

July 15, 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]  
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on June 21, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Las Vegas, Nevada (“CarMax”), on or about December 18, 2013.  [redacted] requested in his desired settlement that CarMax repair the Vehicle, exchange for a replicable vehicle, or allow him to do a full return. 
[redacted] shared in the complaint that during his test drive he noticed the Vehicle was slow to take off and was making a slight noise.  He mentioned it to the Sales Consultant and was advised that service will look over the Vehicle and make any needed repairs.  [redacted] agreed and followed thru with purchase.  After checking the Vehicle CarMax found that the Vehicle was operating as designed.
CarMax was later contacted by [redacted] to again address concerns the Vehicle was having not allowing it to operate properly.  After speaking to CarMax [redacted] took the Vehicle to a third party repair facility to have a diagnostic completed.  He was advised he needed transmission repairs.  CarMax mentioned to [redacted] that at time of purchase he was given the option to purchase an extended service plan (“[redacted]”), and declined.  Therefore, repairs would be his responsibility.  CarMax as a gesture of goodwill offered to reimburse $1000.00 of the needed repairs, he declined and insisted CarMax provide more financial assistance. 
CarMax apologizes for any inconvenience [redacted] may have experienced and is declining his request.  CarMax as a gesture of goodwill would like to extend the previous offer to reimburse $1000.00 of the needed transmission repair cost.  [redacted] will have 30 days from the date of this letter to accept the offer.  If [redacted] accepts he will need to provide a copy of the paid invoice to the service department along with providing the correct address for the reimbursement to be mailed to.   [redacted] would receive the reimbursement in the form of a check from the Corporate Office in Richmond, Virginia.
Furthermore, if [redacted] would like to get out of the Vehicle CarMax recommends that he come in for an appraisal at his local CarMax.     
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 and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I noticed that the response from Carmax said they fixed the front strut.  The only struts they ever fixed was the rear.  They never fixed the front because they said they couldn't find the leak that [redacted] found.Again, I would like to reassert the original complaint.  I took my car to [redacted] to get the initial diagnosis because I wanted the actual makers of the vehicle to have a look since they are the experts.  [redacted] advised that all 4 struts needed replacing and the right front strut also had a leak.  I took this information back to CarMax and showed them the [redacted] paperwork and they only fixed my back struts.  They never fixed the front struts as the analyst responded.  They also said they didn't see the leak that [redacted] had already confirmed.  That in no way means the leak didn't exist.  I truly believe they didn't want to fix the front struts as well because it would have been expensive.  They only did the back struts and Carmax doesn't have that documented either but they accepted Lexus' evaluation on that diagnosis.  Again they are only honoring certain repairs.

January 30,
2015
[redacted]...

[redacted]
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
RE: [redacted]
2007 [redacted] (VIN: [redacted] (the “Vehicle”))
Dear Mrs. [redacted],
            Thank
you for forwarding the complaint received in your office from Ms. [redacted] regarding
the Vehicle purchased from CarMax of Milwaukee, WI – [redacted] ("CarMax") on October 20th, 2012.  In her complaint, Ms. [redacted] shared repair
concerns regarding the radio installed in the Vehicle.
 
CarMax
was aware of Ms. [redacted]’s concerns prior to receiving this complaint. Ms. [redacted] brought
the vehicle to CarMax on December 12th, 2014. CarMax worked with an
automotive electronics vendor to replace the radio in Ms. [redacted]’s vehicle.
 
Ms.
[redacted] picked up the Vehicle on December 26th, 2014 and stated that the
volume still could not be increased. CarMax verified this concern after
diagnosis and is currently in the process of repairing the radio amplifier. Throughout
this time, Ms. [redacted] has had transportation through her extended service plan and
has also been provided a CarMax loaner vehicle.
 
            Within her complaint, Ms. [redacted] requested CarMax to cover
the deductible for the amplifier repair. Ms. [redacted] has not been required to pay
any deductible at this time, but will be responsible for her deductible upon
completion of the repair.
 
Thank you
kindly for providing CarMax the opportunity to respond to this matter. 
Sincerely,
[redacted]
Analyst, CarMax
Customer Relations

[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 10364328, 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]

November 10, 2015
Revdex.com Serving
Central Virginia, Inc.
720
Moorefield Park Drive
Suite 300
Richmond, VA
23236
RE:      Consumer
Complaint of [redacted]
Dear
Sir/Madam:
Thank
you for sharing [redacted] complaint and providing us the opportunity to
respond.  Ms. [redacted] is unhappy that she
had a remaining balance on her account after experiencing a total loss on her
vehicle even though she had insurance and optional Guaranteed Asset Protection
(“GAP”).  She purchased the optional GAP Waiver
Agreement on December 8, 2011, in conjunction with the purchase of her vehicle
from our dealer affiliate.  [redacted]”) is the administrator of the GAP
Waiver Agreement.  In addition, she is
dissatisfied with the processing time for her GAP claim.  Further, she disputes the credit bureau
reporting and balance on her account.  The
relevant facts leading up to Ms. [redacted] complaint are as follows:
§  On May 14, 2014, we
received a call from Ms. [redacted] stating that her vehicle had been in an accident
and was declared a total loss by her insurance company.
§  As of the date of loss,
Ms. [redacted] was past due for her February, March, April, and May 2014 payments.
§  Ms. [redacted] made a
$500.00 payment on May 8, 2014, for her February payment. However, the payment
was returned for non-sufficient funds (“NSF”) on May 27, 2014.
§  On June 2, 2014, we
received a check from Nationwide Insurance in the amount of $7,544.88.  This payment was posted to Ms. [redacted]’s
account as of the date of loss; May 14, 2014.
§  On June 11, 2014, we
faxed the required finance company documents to [redacted]
§  We confirmed [redacted]
had all of the documents required from us on June 24, 2014.  However, [redacted] was waiting on documents
from Ms. [redacted].
§  The account was charged
off on June 30, 2014.
§  [redacted] received the
required documents from Ms. [redacted] in December 2014.
§  We received the GAP
check from [redacted] in the amount of $2,801.38 on January 6, 2015.   This payment was posted to Ms. [redacted] account
as of the date of loss; May 14, 2014.
The
above timeline reflects that we submitted Ms. [redacted] GAP documents within 9
days from the date we received the insurance check.  Any delay processing the GAP claim appears to
be due to [redacted] waiting for required documents from Ms. [redacted].
After
we applied the insurance and GAP proceeds, $2,965.25 principal balance remained
outstanding on Ms. [redacted] account. This amount includes the four payments that
were past due at the time of loss.  Since
that time, $821.67 of finance charges have accrued on Ms. [redacted] account.  Ms. [redacted] has an additional $64.80 in late
fees on the account.  Finance charges continue
to accrue until the balance is paid in full.  Ms. [redacted] does not believe she should be
responsible for any balance after the date of loss because she purchased GAP
and the vehicle was deemed a total loss.  However, the GAP Waiver Agreement specifies
that it will not cover unearned finance charges, payments due but unpaid,
deferred or extended payments, late charges, disposition fees, termination
fees, penalty fees, or other items added to the contract balance after
origination.  Nevertheless, in the
interest of customer service, we will waive the interest charges and the late
fees on the account totaling $886.47.
Upon
receipt of this complaint, we have again carefully reviewed the information we
are furnishing to the consumer reporting agencies and we have confirmed that
the information we are furnishing is accurate. 
We will continue to report her trade line as disputed.
If Ms. [redacted] would like
to discuss arrangements to pay her remaining balance of $2,965.25 to avoid
future interest charges from accruing she may contact [redacted], extension [redacted].  In the
meantime, if you need additional information regarding the above, please do not
hesitate to contact [redacted] extension [redacted].
[redacted]

February 7th, 2014
0in 0in 0pt;" class="MsoNormal">[redacted], Operations Supervisor
Revdex.com
<st1:street w:st="on"><st1:address w:st="on">701 East Franklin Street
<st1:place w:st="on"><st1:city w:st="on">Richmond, <st1:state w:st="on">Virginia <st1:postalcode w:st="on">23219
RE: [redacted]
[redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of Stockbridge, GA (“CarMax”) on August 26th, 2013.  In her complaint, [redacted] shares her frustrations with the on-going repair concerns with the Vehicle.  Due to her frustrations, she is requesting to have the Vehicle inspected by an outside repair facility at CarMax’s expense.
As it is now CarMax’s understanding that the current repair needs are not related to the repairs performed by [redacted],   CarMax offers to diagnose and repair the Vehicle under the guidelines of [redacted] Extended Service Plan.  [redacted] is invited to call the Service Department at CarMax ([redacted]) to schedule a service appointment.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
Analyst, CarMax

May 29, 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]
Dear [redacted]:
I am in receipt of the complaint filed by [redacted] on May 13, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Riverside, California (“CarMax”), on or about September 27, 2013.  [redacted] requested CarMax to return the Vehicle and replace it with an acceptable vehicle that meets his needs.
[redacted] contacted CarMax on or about May 6, 2014 to share that he needs a possible engine replacement.  CarMax asked [redacted] to provide via fax or email all the history of preventive maintenance and diagnosis from outside facilities that had been performed on the Vehicle.  CarMax never received the requested documents.  CarMax advised [redacted] the requested documents would be needed to assist on the decision if CarMax would be offering any assistance.
CarMax would love the opportunity to address any concerns [redacted] may have and would like to invite him to contact the Service Manager at [redacted] to discuss.
CarMax appreciates the opportunity to respond to this complaint.  However, CarMax is declining the offer [redacted] requested in his desired settlement at this time.
 
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
Analyst, Customer Relations

April 8, 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 March 27, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Raleigh, North Carolina (“CarMax”), on or about December 27, 2012.  [redacted] requested in her desired settlement a replacement vehicle.
[redacted] shares her frustrations that the Vehicle recently broke down in the complaint.  She had the Vehicle towed to CarMax of Raleigh, North Carolina on or about March 27, 2014.  CarMax recommended to have the Vehicle sent to [redacted] to have a diagnosis completed.  [redacted] declined the recommendation. 
CarMax met with [redacted] on or about April 1, 2014 to discuss next steps.  [redacted] authorized CarMax to have the Vehicle towed to [redacted] to complete the needed repairs. CarMax had the Vehicle towed on or about April 2, 2014.  The Vehicle is currently being repaired by [redacted].
[redacted] purchased a [redacted] (“[redacted]”) during the purchase of the Vehicle.  As a gesture of goodwill CarMax offered to cover [redacted] and [redacted] for her [redacted] related to this most recent service visit at [redacted].  [redacted] has accepted CarMax’s offer.
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

[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] (the “Vehicle”) that he had appraised at the CarMax store located in[redacted],[redacted].  In this complaint, [redacted] is requesting replacement of the key that was lost and a strong appraisal offer.
As stated in the complaint, [redacted] took his Vehicle to CarMax to get an appraisal. CarMax inadvertently lost the key. CarMax decided to put [redacted] in a loaner Vehicle while a new key was being made. CarMax regrets that the key was lost and the amount of time that it took to get a replacement key. 
In an effort to extend good will to [redacted] in consideration for the time delay, CarMax repaired a broken window regulator at no cost to [redacted]. After replacing the key, CarMax appraised the Vehicle and extended the offer to purchase the Vehicle.  [redacted] declined to accept the appraisal offer.
CarMax appreciates the opportunity to respond to this complaint. Please feel free to call me at
[redacted], extension[redacted], if you have any questions.
Sincerely,
[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.
I will be scanning and emailing supporting documentation per Revdex.com request.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

September 8, 2014

class="MsoNormal">[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE: [redacted]
[redacted] VIN: [redacted] (the “Vehicle”)
[redacted]:
            Thank you for forwarding the complaint received by your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on July 3rd 2014. In her complaint, [redacted] shared frustrations of receiving communication and notices for a vehicle that she had returned.
            CarMax was aware of [redacted]’s return of the vehicle which was fully processed on July 11th, 2014. In the time elapsed between the sale and return, the customer’s financing account through CarMax Auto Finance had been initiated. The customer received a welcome letter and a coupon book for payments after purchasing the vehicle.
            Nevertheless, we would like to reassure [redacted] that her account is closed and no amounts are due or owed.  Further, due to the return, please know that CarMax Auto Finance has submitted a request to the three national credit bureaus ([redacted]) to delete their trade line from [redacted]’s credit file. CarMax Auto Finance has advised that they are reviewing their procedures to determine how they can improve the process which generated the message.
            Additionally, [redacted]’s loaner vehicle was returned properly and CarMax in [redacted] as well as [redacted] worked in conjunction to ensure that the customer would receive no more communication in regards to this subject.
            In regards to the email [redacted] received and referenced in her complaint, we apologize for this email and any inconvenience this may have caused Thank you kindly for providing CarMax an opportunity to respond to his manner.
Sincerely,
[redacted]
[redacted]

Roman';">                                  ...⇄ September 9, 2014
Via Electronic Mail
[redacted]
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 August 2, 2014, [redacted] transferred a [redacted], [redacted] (the “Vehicle”), to the CarMax of [redacted].  In his complaint, [redacted] is requesting that CarMax refund his $199.00 transfer fee.
Upon receipt of the Vehicle to CarMax in Cincinnati, [redacted] took the Vehicle for a test drive. During the test drive [redacted] stated that the Vehicle had a very hard shake.  CarMax service department inspected the Vehicle and there was no problem found.  [redacted] was told that CarMax would not be refunding his transfer fee. 
CarMax offered to continue to work with [redacted] to find him another vehicle.  [redacted] stated that he would only purchase the Vehicle if CarMax returned the transfer fee.  CarMax declines [redacted]’s request as set forth in his complaint. 
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext[redacted].
                                   
Sincerely,
[redacted]
[redacted]

[redacted], Operations Team Leader
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA23236
Re: [redacted]
Dear [redacted]:
 
I have emailed you a copy of the repair order that you requested.  Also, here is the information on standards you requested. 
There needs to be at least 2/32 of an inch difference in tread variation. Service manager stated that there was a slight cupping and the difference was immeasurable.
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

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.
Complaint still stands and I will NEVER purchase from there again.  Also if and when I called it was about my [redacted] that I had purchased from them previously not the truck that I just purchased.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] The reason why I do not agree with them is because they still have not explain why they told 3 different people  to pay off this car. They lied threw the whole process they keep skipping the question. I have lots of paperwork saying what is the payoff amount is and voice recording
Regards,
[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]

May 5th, 2014
name="OLE_LINK4">
[redacted], Operations Supervisor
Revdex.com
701 East Franklin Street
Richmond, Virginia23219
RE: [redacted] VIN: [redacted] (the “Vehicle”)
Dear [redacted]:
Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of Henderson, Nevada (“CarMax”) on December 27th, 2012.  In his complaint, [redacted] shares his frustrations with the cost and amount of needed repairs to the Vehicle within the timeframe he has owned it.  Due to his frustrations, [redacted] is requesting that CarMax reimburse him and his wife all expenses they have paid associated with the repairs to the Vehicle.
CarMax’s repair history indicates the following:
On or about January 15th, 2013, CarMax repaired a brake concern, a radio and cd player  concern, and an issue with pumping fuel into the Vehicle under CarMax’s Limited 30-Day Warranty
On or about April 3rd, 2013, CarMax diagnosed a check engine light concern and a drivability concern associated with the check engine light concern.  CarMax did not complete the recommended repairs at this time.  However, CarMax did complete a recommended maintenance service during this repair visit.
On or about April 25th, 2013, CarMax did repair a motor mount concern and replaced the valve covers on the Vehicle under the [redacted] guidelines.
CarMax Management was unaware of any additional concerns prior to receipt of this complaint.  [redacted] is invited to contact the Service Manager of CarMax ([redacted]) to discuss the additional concerns listed in his complaint and determine if any options are available to assist. Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
Analyst, CarMax

September 21, 2016
[redacted], Operations Supervisor
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mrs. [redacted]
Complaint ID...

[redacted]
2010 [redacted], VIN: [redacted] (the “Vehicle”)
Dear Mrs. [redacted]:
Thank you for forwarding the complaint dated September 2, 2016, regarding the Vehicle purchased from the CarMax store located in Jacksonville, FL (“CarMax”) on or about January 7, 2016.  Based on the mechanical concerns experienced since owning the Vehicle, in addition to receiving the guidance that the Vehicle was involved in an accident prior to sale, Ms. [redacted] is requesting that CarMax to pay off the remaining balance of her loan.
CarMax’s records indicate that the Vehicle was brought in on three occasions for a popping noise and/or overheating concern: 1/15/16 - 2/3/16, 2/8/16 - 5/17/16, and 6/24/16 - 7/21/16.  On each occasion, CarMax sublet the Vehicle to the local [redacted] Dealership for repairs, and provided Mrs. [redacted] with a comparable loaner vehicle – all at no cost to her.  In addition to this, CarMax also offered to pay the expense of the three car payments as a gesture of customer service, due to the Vehicle being out of her possession during the above duration of time.
CarMax of Jacksonville, FL was not made aware of the Vehicle’s most recent concern until the receipt of this complaint.  However, upon further research, it was discovered that the Vehicle was repaired and returned back to Mrs. [redacted] on or about September 12, 2016, by CarMax of San Antonio, TX.  This concern was unrelated to the previous repairs performed by CarMax of Jacksonville, FL.  However, as an added gesture of customer service, CarMax again extended a loaner vehicle to Ms. [redacted] during the length of this repair, and also covered the amount of her deductible (from her Extended Service Plan).
In regards to Ms. [redacted]’ claim regarding the Vehicle having been in an accident, CarMax has no record of this – based on the AutoCheck Report provided to her at the time of sale, indicating that there were no signs of impact as it relates to the Vehicle.
Based on the above gestures offered to Mrs. [redacted], CarMax declines to honor her requested settlement.  However, CarMax would be happy to make her an offer on her Vehicle if she would like to have it appraised.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at (804)747-0422 extension [redacted] with any questions you may have.
Sincerely,
Nekia W[redacted]
Analyst, Executive Response Team

...

                                      March
13, 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]
[redacted]. On May 2, 2014, Ms. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of Birmingham, AL.  In her complaint, Ms. [redacted] is requesting a
vehicle that doesn’t have to be re-serviced for looked over issues such as
struts and worn parts.
 
Ms.
[redacted] brought the Vehicle to CarMax for a loud popping noise on July 2, 2014.  CarMax discovered that her struts needed to
be replaced.  CarMax replaced the struts
in July of 2014.  Ms. [redacted] brought the
Vehicle back for a squeaking noise while going over bumps on December 18, 2014
and February 17, 2015.  CarMax took the
Vehicle for a test drive on February 17, 2015 and was not able to duplicate the
concerns.  CarMax offered to reimburse
Ms. [redacted] for the deductible charge by another repair location should she
choose to obtain a second opinion.
 
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

August 21, 2015
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE:
[redacted]
[redacted] (“the Vehicle”)
Dear Mrs. [redacted],
            Thank
you for forwarding the response received in your office from Ms. [redacted] regarding
her purchase of the Vehicle from CarMax of Ellicott City, MD (“CarMax”) on April
28th, 2013.
CarMax has not serviced
the Vehicle since approximately June of 2013 for a remote key concern. Prior to
this visit, CarMax replaced the starter assembly of the Vehicle on April 30th,
2013 under Ms. [redacted] limited 30-Day Warranty. This repair included a
removal and replacement of the intake manifold gasket which Ms. Carroll
mentioned in her complaint.
CarMax has not seen the
Vehicle in over two years, and, as a result, cannot make a determination of the
cause for any engine failure. CarMax welcomes the opportunity to inspect and
repair the Vehicle at her expense.
In the event Ms. [redacted] would
like to sell the Vehicle to CarMax, she is welcomed to have it appraised. CarMax
will not provide Ms. [redacted] with the resolution she seeks as the 5-day
timeframe CarMax offers for returning the Vehicle has passed.
            Thank
you kindly for providing CarMax the opportunity to respond to this matter.
Sincerely,
[redacted]
Analyst, CarMax Customer Relations