CarMax , Inc.

9">                                     ...⇄ February 23, 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 Chasen [redacted]. On December 8, 2013, Mr. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of [redacted], CA.  In his complaint, Mr. [redacted] is requesting that CarMax pay off the remaining amount of the financing and return his down payment.
 
On or about February 12, 2015, CarMax contacted Mr. [redacted] and spoke to him about his repair concerns.  Mr. [redacted] agreed to email CarMax his receipts for management to review.  CarMax reviewed Mr. [redacted]’s receipts and most of the repairs were covered under his Extended Service Policy or maintenance items.
 
If Mr. [redacted] wishes to pursue selling the Vehicle, CarMax would be happy to appraise it and make an offer.  CarMax declines to any additional reflief.
 
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at (800)519-1511, ext [redacted]
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

January 30, 2015
Roman"> 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA23236
 
RE:  [redacted]
        2006 [redacted] VIN [redacted]  (“the Vehicle”)
 
Dear Ms [redacted],
 
Thank you for forwarding this complaint received in your office from Mr. [redacted] regarding the Vehicle he purchased from CarMax of Ontario, California (“CarMax”) on 12/06/2014. Mr. [redacted] is requesting that CarMax allow him to return the Vehicle.   
 
CarMax appreciates the opportunity to respond. Mr. [redacted]’s vehicle was repaired at no expense to him on or about 1/23/2015.  We believe the issue to be resolved.  Please call me at [redacted], extension [redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations

Revdex.com Serving Central Virginia, Inc.720 Moorefield Park DriveSuite 300Richmond, VA 23236 RE:     Consumer Complaint of [redacted]Retail Installment Contract Dated 07/27/2014            [redacted]            Dear Sir/Madam: Thank you for forwarding [redacted]s complaint to us for review and response.  Ms. [redacted] submitted a similar complaint to your office on August 7, 2014. I have attached a copy of Ms. [redacted] initial complaint and our response for your review. Our position on this matter remains unchanged. Again, thank you for bringing this matter to our attention and affording us with the opportunity to respond.  If you have any questions or concerns regarding our explanation, please contact me at [redacted] extension [redacted].  Sincerely,  [redacted]
 Enclosures

[redacted]
Calibri;">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], VIN [redacted](the “Vehicle”) that she purchased on or about
October 18, 2013 from the CarMax store located in Pineville, North Carolina.  In this complaint,
[redacted] is requesting that CarMax buy back the Vehicle at the original price that it was sold to her.
As stated in her letter, [redacted] had several repair concerns with her vehicle including the following:
1.       On or about October 31, 2013, customer had concern with a warning light of low brake fluid.  The copper washers on the caliper were replaced.
2.       On or about January 3, 2014, customer had concern with the battery.  At this time the battery was replaced.
3.       On or about January 15, 2014, customer had a concern with an oil leak.  It was determined that the oil filter was loose. The filter was tightened at this time and no repairs were needed.
4.       On or about January 31, 2014, customer had concern with the emergency brake. It was determined that the Vehicle needed new brake cables and pads and the rotors needed to be machined.
Customer stated that due to the previous concerns, she no longer wanted the vehicle.  At this time CarMax offered to do an appraisal on the Vehicle.  CarMax took into consideration the concerns that [redacted] had with the Vehicle when making the appraisal offer.   On or about March 11, 2014,
 [redacted] decided to accept the appraisal offer and then purchased another vehicle.
CarMax regrets any inconvenience that this may have caused [redacted] and is happy to have been able to provide a solution. CarMax appreciates the opportunity to respond to this complaint.
Please call me at [redacted], extension [redacted], if you have any questions.
Sincerely,
[redacted]
Analyst  ,Executive Response Team

March 22, 2016
[redacted],
Operations...

Supervisor                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Mr. [redacted]
Complaint ID: [redacted] (the “Vehicle”),
VIN: [redacted]
Dear Ms. [redacted]:                                  �...⇄
Thank you for forwarding the complaint dated March 16, 2016 regarding
the Vehicle purchased from the CarMax store located in Fairfield, California (“CarMax”)
on or about December 22, 2014.
In his complaint, Mr. [redacted] describes a history concern with the
Vehicle, and requests that CarMax offer him $3,000 for potential future value
depreciation.
CarMax provides a free AutoCheck Vehicle History Report with every
purchase, which is also available on our website for every vehicle in our
inventory. If the AutoCheck vehicle history report indicates any accident
history on the vehicle, our process includes sharing that information with the
customer prior to the final point of sale. We train our sales consultants to
share that while AutoCheck is a helpful resource, not every accident may be
reported in an AutoCheck report and CarMax does not guarantee an accident-free
vehicle. Additionally, CarMax does not control whether or not accidents are
reported to vehicle history reporting agencies, or when those accidents may
appear on vehicle history reports. Carmax does guarantee a vehicle that’s free
of frame or flood damage.
CarMax’s records indicate that Mr. [redacted] was previously in
communication with both management at the Fairfield location and members of the
Customer Relations department regarding his concerns. Mr. [redacted] connected with
the sales department regarding an accident on the AutoCheck Vehicle History
report, which was confirmed as appearing on the report after the date of sale.
CarMax completed an appraisal on the Vehicle on or about October 26, 2015, and
offered an additional $3,000 more than the Vehicle’s appraised value as a
gesture of goodwill for Mr. [redacted]. As with all of CarMax’s written offers,
this appraisal was valid for seven days.
Notes indicate that Mr. [redacted] also presented concerns with
brakes, a fog light cover, and a bumper on the Vehicle around the time of his
appraisal. Service records state that CarMax also assisted by covering the diagnostic
fee for the concerns as an additional gesture of goodwill for Mr. [redacted].
CarMax will not be participating in issuing $3,000 to Mr. [redacted].
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,
Kristina S[redacted]
Analyst, Executive Response Team

August 8, 2014
0pt;" class="MsoNormal">
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 forwarding [redacted] complaint to us for review and response.  We are pleased to inform you that this matter has been resolved.  The facts leading to [redacted] complaint are as follows.
[redacted] recently visited our store in Ontario, California to purchase a [redacted].  He submitted a credit application, which was approved by [redacted] on the condition that he pays off his existing loan on a [redacted].  Unfortunately, due to a processing error this stipulation was missed and [redacted] took delivery of the [redacted] without satisfying the stipulation.  Upon discovery of this error, [redacted] declined to provide financing and [redacted] was immediately notified of this development.  We subsequently informed [redacted] that our captive finance company, CarMax Auto Finance, has agreed to finance the purchase of the [redacted] on the same terms as [redacted] without any stipulation. On July 26, 2014, [redacted] returned to our store and executed a new contract for the [redacted].
Again, we 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 [redacted], extension [redacted].  Thank you.
Sincerely,
[redacted]
Paralegal
CarMax
CC: [redacted]

April 3rd, 2014
name="OLE_LINK4">
[redacted]
Revdex.com
[redacted]
[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 purchased from the CarMax of [redacted] (“CarMax”) on June 20th, 2013.  In his complaint, [redacted] shares that the paint on the passenger side fender is starting to chip.  [redacted] does not feel the paint should be chipping in such a short time of ownership and requests that CarMax repair the Vehicle at no cost to him.
 
Research shows that the CarMax Management Team was unaware of any attempt to contact them and unaware of [redacted] concerns prior to receipt of this complaint.  CarMax invites [redacted] to contact the Service Manager ([redacted]) and schedule a service appointment to review the paint concerns to determine what options are available for repair.
Thank you for providing CarMax an opportunity to respond.
Sincerely,
[redacted]
[redacted], CarMax

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.They clearly thought we were making a "new" car deal to their benifit and made no effort to adjust price of the [redacted] vehicle, warrenty, and interest rate.  In the end was going to cost us several thousand dollars out of our pocket to "repurchase" the vehcile that they had represented in writting the first time in 7/13. We rejected this offer on 3/20/15 and were told legal would call us 3/23/15. We did not hear from them. And now have followed-up with them on 3/24/15. And still waiting for the reimbursement of the AWD  option we paid for in 7/13. At this point, we have been requesting a refund and to finish our business with them now and in the future. 
Regards,
[redacted]

December 30, 2014
Roman"> 
[redacted]
Revdex.com
[redacted]
 
RE:  Amrit Singh
        [redacted] VIN [redacted] (“the Vehicle”)
 
Dear [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of[redacted] (“CarMax”) on 12/05/2014. [redacted] is requesting that CarMax pay to have the Vehicle repaired by[redacted].
 
CarMax appreciates the opportunity to respond. CarMax took the Vehicle to the [redacted] dealer and the concerns have been taken care of.  We consider the complaint resolved. Please call me at ([redacted], extension[redacted], if you have any questions.
 
 
Sincerely,
 
[redacted]
CarMax Customer Relations

February 28, 2014
 
[redacted], Operations Supervisor                               
720 Moorefield Park Drive, Suite...

300
Richmond, Virginia 23236
 
Re: [redacted]
 
Dear [redacted]:
 
I am writing you in response to your letter dated February 19, 2014, wherein you forwarded a complaint from [redacted].  [redacted] requested in the desired settlement for CarMax to either adjust the sales price of the vehicle or provide her an Extended Service Plan at no cost.
 
[redacted] purchased a [redacted], VIN [redacted] (“the Vehicle”), from the CarMax store located in Winston-Salem, North Carolina (“CarMax”) on or about January 21, 2014.  [redacted] brought the Vehicle to the Service Department to inquire on multiple concerns including a trunk shock issue.  CarMax diagnosed the Vehicle and made the necessary repairs.  However, CarMax was unable to repair the trunk shock at the time of service due to the needed part being discontinued by the manufacturer.
                                                                             ...⇄
Due to the circumstances, CarMax offered [redacted] the following two options for resolution:
 
·         CarMax will buy the Vehicle back and issue her a full refund.
·         CarMax will continue to search for the correct replacement part and install it once it becomes available.
 
[redacted] declined both options of assistance.
 
CarMax appreciates the opportunity to respond to this complaint and would like to extend [redacted] the option to continue to search for the correct replacement part.  However, CarMax is declining [redacted] request as set forth in the complaint.  Furthermore, CarMax is not able to provide an Extended Service Plan after the initial purchase date.
 
Please contact me at [redacted] extension [redacted] with any questions you may have.
 
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]
I had to accept the offer because carmax had informed me that the technician at [redacted] said that the clutch parts where to damage to be put back together. I asked carmax could [redacted] just put the transmission and the clutch components in the car and I'll just have my mechanic to fix it, and carmax said that no mechanic is going to work on a car where some other mechanic has took it apart because no other mechanic would know what they where doing because only the technician at [redacted] knows where each bolt and screw goes. I've told [redacted] who works at carmax customers relation department at number [redacted] ext [redacted] that I shouldn't have to come out of pocket for repairs on a vehicle that started having problems two months of me owning it. When I brought my vehicle to carmax about my clutch problem a woman named [redacted] said let them look at it and it might be covered under warranty. I asked if it is the clutch is carmax going to pay for it and [redacted] said no they will not have the clutch fix and the clutch is a wear and tear item and is not covered under warranty. I took my vehicle to carmax on October 13, 2014 and it is November 06, 2014 and I still have no vehicle to drive me back and forth to work and to any other places. I still feel like carmax should pay one hundred percent of my repairs because if carmax didn't feel they where not responsible for any damages to the vehicle then they would have never offered to pay anything towards my vehicle. The only reason why carmax contacted me because they didn't want me to go to the media about my problems with the vehicle I was having with carmax. Carmax never informed me that I would have to pay half for the repairs before I drop the car off to carmax cause if I have known that I would have to come out of pocket for any repairs then I would have went to my own mechanic which [redacted] is Charging 2400 dollars but [redacted] from carmax told me that they get a discount for parts and repairs from [redacted]. I could have went to my own mechanic and pay 1100 dollars less than what [redacted] is charging carmax and I don't have 1100 dollars to give carmax at the moment and carmax said they will not release my vehicle to me until I pay them for the repairs. Carmax never told me about this until [redacted] took the transmission apart. I would have never agreed with carmax if they would of told me this before I had given carmax my car. Cause I'm paying over 900 dollars a month on car note and insurance and don't have 1100 dollars to give carmax and if I would of went to my mechanic he would allowed me to make payments until the 1100 was paid off.

September 24, 2016
 
[redacted],
Operations...

Supervisor                               
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: Ms. [redacted]
Complaint ID: [redacted]
2014 [redacted] (the
“Vehicle”), VIN: [redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint dated September 8, 2016 regarding
the Vehicle purchased from the CarMax store located in Norcross, Georgia (“CarMax”)
on or about September 12, 2016.
 
In the complaint, Ms. [redacted] describes concerns with the transfer
of the Vehicle, financing requirements, and the appraisal for her 2007 Saturn
Ion. She requests that CarMax offer an extension for the duration of time that
her written appraisal offer of $1,200 is valid for. She also asks that CarMax
apply her $249.00 transfer fee towards a down payment on the Vehicle.
 
Written appraisal offers are valid for 7 days at any CarMax
location. CarMax’s records indicate that Ms. [redacted] visited to have her
[redacted] appraisal on or about August 29, 2016, while awaiting the transfer
of the Vehicle. Ms. [redacted] received a second written offer from CarMax of
$1,200 on or about September 12, 2016. Ms. [redacted] elected to sell her Saturn
Ion to CarMax and also moved forward to purchase the Vehicle from CarMax during
this second visit.
 
The $249 fee that Ms. [redacted] paid to transfer the Vehicle is non-refundable
and helps cover the cost of moving the Vehicle from one location to another. It
was expressed to Ms. [redacted] both before transferring the Vehicle and at the
time of sale that this amount would not be applied to her purchase as a down
payment.
 
 
CarMax appreciates the opportunity to respond to this complaint
and considers the matter closed.
 
Please contact me at (800)519-1511, extension [redacted],
with any questions you may have.
 
Sincerely,
 
Kristina S[redacted]
Analyst, Executive Response Team

...

                                      May
19, 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 January 30, 2015, Ms. [redacted]
purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax
of Duarte, CA.  In her complaint, Ms. [redacted]
is requesting CarMax correct the DMV release of liability and replace two tires
or pay her $100.
 
Ms.
[redacted] sold the Vehicle to CarMax on 1/30/15. 
CarMax sent the Release of Liability to the DMV in Sacramento, CA.  DMV processed the request by 2/10/15 to
reflect that CarMax had purchased the Vehicle. 
Ms. [redacted] can contact CarMax of Duarte to assist with the tickets that
she received after the sale of her vehicle.
 
On
2/9/15 Ms. [redacted] brought the Vehicle to CarMax for hub cap installation.  At that time Ms. [redacted] stated that two tires
were not safe and needed replacement. 
CarMax inspected the tires and informed Ms. [redacted] that the tire tread
measured twice the state’s discard requirement. 
As goodwill gesture CarMax offered to sell Ms. [redacted] tires at our cost
of $50.00 for each tire.  Ms. [redacted]
declined that offer.
 
CarMax
declines Ms. [redacted]’s request as set forth in her complaint.   CarMax appreciates the opportunity to
respond to this complaint. The offer for the tires at cost is still available.  If you have any questions, please call me at
(800)519-1511, ext 4210.
                                   
 
 
Sincerely,
[redacted]
Customer Relations Analyst

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.By law, a company is obligated to send notice of default and allow thirty days to cure. This never happened!! Secondly, a company is harassing me and it is against the law so I have contacted an attorney regarding both issues. Lastly, I asked for a payoff three times...first in September 2014, second in December 2014 and again about a month ago because I was attempting to pay off the difference between the trade in value and the amount owed. Therefore car max is inaccurate in their responses and should get their stories straight before responding. Moving forward, I will work with an attorney to resolve this issue and file a class action lawsuit regarding mishandling of accounts, failure to notify customers of debt with option to cure and third party harassment.
[redacted]

June 8th,
2016
[redacted]...

[redacted]
RevDex.com
720
Moorefield Park Drive, Suite 300
Richmond,
VA 23236
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 [redacted] (“CarMax”) on March 2nd, 2016. In
his complaint, Mr. [redacted] states that the tires on the Vehicle are the incorrect
size and type and requests CarMax replace the tires on the Vehicle with the
correct size.
            CarMax
was aware of Mr. [redacted] concerns prior to receiving this complaint. On
approximately March 23rd, 2016, Mr. [redacted] brought the Vehicle to
CarMax with the same concern regarding the tires on the Vehicle.
            CarMax
inspected the tires and noticed that the tires matched the manufacturer’s specifications
for size and type. At that time, CarMax communicated this with Mr. [redacted].
During this inspection, CarMax also completed a tire rotation and found the
tires to meet state inspection standards.
            CarMax
would be happy to replace the tires on the Vehicle per Mr. [redacted] request;
however, that would be at the expense of Mr. [redacted]. If Mr. [redacted] has any
further questions regarding this concern, he is welcomed to contact me at
[redacted] ext. [redacted].
Thank you for providing
CarMax the opportunity to respond to this matter.
Sincerely,
Curt
D[redacted]

January 11, 2016
[redacted], Operations...

Supervisor                             
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 December 29, 2015 regarding the Vehicle purchased from the CarMax store located in Kennesaw, Georgia (“CarMax”) on or about October 4, 2015.
In her complaint, Miss [redacted] states concerns regarding a hold on a title for the Vehicle she purchased from CarMax and requests another vehicle without a lien on the title.
CarMax’s records indicate that the Business Office department is working with CarMax Auto Finance, G.M. Financial, and offices with the State of Georgia to resolve Miss [redacted]’s title concern as quickly as possible.  As a gesture of goodwill CarMax provided Miss [redacted] a rental vehicle starting on or about January 6, 2015.  CarMax will continue to allow Miss [redacted] to drive the rental vehicle until the problem has been rectified. Management will continue to stay in contact with Miss [redacted] to provide regular status updates.
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,
Kristina S[redacted]
Analyst, Customer Relations

Calibri;">                                 �...⇄ July 8, 2014
Via Electronic Mail
[redacted], Operations Supervisor
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re:  [redacted]
Dear [redacted]:
     I am writing in response to your letter which forwarded the complaint of [redacted].
     On January 15, 2013 [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”) from CarMax in Clearwater, Florida.  In his desired settlement [redacted] stated he wanted a refund for a tire he purchased, repair a tire with a nail in it and the fee [redacted] will charge for the fuel line repair.  Total for the above repairs is $565.00.
     CarMax as goodwill did send a tow truck to change the tire.  Fuel system light is now on.  [redacted] stated none of these problems were present prior to bringing car in to CarMax.  [redacted] stated he feels CarMax has gotten him for so much extra repair work. 
     CarMax does decline [redacted] request for reimbursement.
     If you have any questions, please contact me at [redacted], extension [redacted].  Thank you for providing CarMax with an opportunity to respond.
Sincerely,
[redacted] Sr. Analyst Customer Relations

June 12, 2015 
[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 Miss [redacted] regarding the [redacted](the “Vehicle”)that she purchased on or about
September 11, 2014 from the CarMax store located in [redacted]  In this complaint Miss [redacted]
is requesting that CarMax help pay for a new transmission and radiator.
 
In May of 2015, Miss [redacted] contacted the CarMax store
located in [redacted] with concerns regarding the mechanical condition of
the Vehicle and her concerns that there was a class action lawsuit involving
her Vehicle. At that time it was explained to Miss [redacted] that CarMax would not
have been privy to that type of information involving the lawsuit against the manufacturer.  CarMax offered to look further into the
repair to see if we would be able to assist in possibly getting a better price.
After further consideration, as a gesture of goodwill, CarMax has offered to
reimburse Miss [redacted] 50% of the total invoice for the repair.  Miss [redacted] has accepted the offer and will
be providing a copy of the paid receipt.
 
CarMax appreciates the opportunity to respond to this
complaint. Please call me at (800) 519-1511
Extension [redacted], if you have any additional questions.
 
 
Sincerely,
 
 
 
[redacted]
[redacted]

[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].Per the company response, they are agreeing to take return of the vehicle plus the first month's payment.
Regards,
[redacted]

December 11, 2014
Roman"> 
 
Devan Mann
Revdex.com
[redacted]
[redacted]
 
RE:  [redacted]
        [redacted] VIN[redacted] (“the Vehicle”)
 
Dear [redacted],
 
Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on 2/26/2011.  [redacted] is requesting that CarMax repaint his vehicle, repair the front end alignment and replace two front tires.
 
CarMax guarantees that our cars do not have flood or frame damage.  Nowhere does CarMax state that we don’t sell vehicles with an accident history. [redacted] purchased the Vehicle over three years ago and CarMax has no service history on the Vehicle. An [redacted] report dated 12/09/2014 states no frame or water damage.  The Vehicle is no longer covered by an [redacted].
 
CarMax appreciates the opportunity to respond to this complaint and will be happy to address any concerns that [redacted] has with the Vehicle, but it would be at his expense. [redacted] is welcome to set an appointment for this evaluation by calling[redacted]. Please call me at ([redacted], extension[redacted], if you have any questions.
 
Sincerely,
 
[redacted]
CarMax Customer Relations