CarMax , Inc.

August 24, 2015
[redacted]...

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
RE:
[redacted] (“the Vehicle”)
Dear [redacted],
            Thank
you for forwarding the complaint received in your office from Ms. [redacted] regarding
the sales tax on her vehicle from CarMax of [redacted] (“CarMax”) on August 5th,
2015.
CarMax attempted to reach
Ms. [redacted] to discuss her concerns on multiple occasions. Each attempt rendered
no response from Ms. [redacted] on this issue.
CarMax declines to
participate in payment of the sales tax due, as this is the responsibility of
Ms. [redacted]. Additionally, Ms. [redacted] must pay sales tax to the state of New York
for the Vehicle before the license plate and registration will be provided.
In an effort of customer
service, CarMax offers Ms. [redacted] a discounted rate on an extended service plan
for the Vehicle and also financial reimbursement for the inconvenience.
            Thank
you kindly for providing CarMax the opportunity to respond to this matter. If
Ms. [redacted] has further questions, she may contact me directly at [redacted],
ext. [redacted].
Sincerely,
[redacted]
Analyst, CarMax Customer Relations

August 19, 2015
 
[redacted]...

[redacted]                             
720 Moorefield
Park Drive, Suite 300
Richmond,
Virginia 23236
 
[redacted]
 
Dear Ms. [redacted]:                                  �...⇄
 
Thank you for forwarding the complaint
dated July 31, 2015 regarding the Vehicle purchased from the CarMax store
located in [redacted] (“CarMax”) on or about June 7, 2014.
 
CarMax has been in communication with
Mr. [redacted] regarding his concern, and has sent him check #[redacted] in the
amount of $500 as agreed to by Mr. [redacted]. 
In addition, CarMax also offered to assist Mr. [redacted] with locating a
similar vehicle with a different option. 
This offer was declined by Mr. [redacted].
 
Based on the above options being
provided to Mr. [redacted], CarMax is declining to offer Mr. [redacted] any
additional compensation and encourages him to visit the CarMax nearest him if
he would like to pursue the option of selling the Vehicle to CarMax.  However, CarMax would understand if Mr.
[redacted] chooses another avenue for the marketing and sale of the Vehicle as he
is under no obligation to sell the Vehicle to CarMax.
 
CarMax appreciates the opportunity to
respond to this complaint and considers this matter closed.
 
Please contact me
at [redacted] extension [redacted] with any questions that you may have.
 
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.
[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.

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

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]

[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

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]
I have 5 emails stating my complaint.
I am disgusted with the lack of concern for the consumer.
I have the car, the documents, all the proof to verify the problem. My contract was falsified by CarMax.
I do not have money for an attorney so I have to advocate for myself.
CarMax of [redacted] did this to me. I have made numerous complaints to them and they ignored me. Next I took my complaints to corporate CarMax in [redacted]. This location always takes my information then claims they will research and call me back, they do not return the calls.
This company has drawn this out over a year, taken my money, and fraudulently sold me a car with incorrect car facts and bullied me into financial obligations and ignored its [redacted] responsibilities in buy my old car and transferring registration to the new car, as well as misused my disabled license plates.
I have had enough of this big corporation not acknowledging my serious complaint. I want my life back and out of this horrible vehicle and contract.
I have been chased by tow trucks and almost run off the road because I will no longer pay for it and I will not give it up until they fix the issues and make it right. I consulted an attorney and I am doing the best I can to fight for my consumer rights against CarMax of [redacted].
[redacted]

September 14,
2015
 
[redacted]...

[redacted]                             
720 Moorefield
Park Drive, Suite 300
Richmond,
Virginia 23236
 
[redacted]
Complaint
ID [redacted] (the “Vehicle”), VIN: [redacted]
 
Dear Mrs. [redacted]:                                  �...⇄
 
I am writing in response to your
letter dated August 21, 2015, wherein you forwarded a complaint from Mr.
[redacted] regarding the Vehicle purchased from the CarMax store located
in [redacted] (“CarMax”) on or about June 12, 2015.  Mr. [redacted] requested in the desired
settlement for CarMax to issue him a refund in the amount of $2,005 for the
difference in cost of a vehicle that includes a 2015 Premium Package.
 
Mr. [redacted] mentioned in the complaint
that at the time of sale, the Vehicle was advertised as having a Premium
Package.  However, after attempting to
use some of the Premium Package features, he discovered that only two out of
the ten options were installed on the Vehicle.
 
CarMax’s records indicate that we have
been in contact with Mr. [redacted] to advise him of the human error that occurred
during the optioning of the Vehicle. 
Additionally, CarMax has sent him check #[redacted] in the amount of
$1,500 for the difference in package cost as agreed to by Mr. [redacted].  Mr. [redacted] was satisfied with CarMax’s
resolution and understands that this mishap was not in an effort to
misrepresent the Vehicle.
 
CarMax appreciates the opportunity to
respond to this complaint and considers this matter resolved.
 
Please contact me
at [redacted] extension [redacted] with any questions that you may have.
 
Sincerely,
 
[redacted]

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

April 13, 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 31, 2015 regarding the Vehicle purchased from the CarMax store located in Ontario, California on or about March 29, 2014.  Ms. [redacted] requested in the desired settlement for CarMax to take full possession of the Vehicle and pay off the remaining balance of her loan.  Additionally, Ms. [redacted] requested that CarMax refund her down payment, any payments made towards her loan, and reimburse her any costs associated with the repair of the Vehicle.Ms. [redacted] took the Vehicle to a [redacted] dealership to have it appraised, and was advised that there was a mileage discrepancy according to the CarFax report.Ms. [redacted] brought the Vehicle to CarMax on or about March 21, 2015 to inquire about the mileage discrepancy concern.  CarMax inspected the Vehicle and was not able to identify any reason for the mileage discrepancy on the CarFax report.  CarMax also reviewed a corresponding AutoCheck report for the same Vehicle and that report did not indicate this discrepancy.  In the interest of customer service, however, CarMax is willing to take full return of the Vehicle, pay off the remainder of her loan and refund any monies Ms. [redacted] paid toward the purchase and repair of the Vehicle.CarMax encourages Ms. [redacted] to contact the Business Office to return the Vehicle and to pursue reimbursement for any amount owed to her.CarMax apologizes for any inconvenience Ms. [redacted] may have experienced and appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted] Analyst, Customer Relations

Roman';">                                  ...⇄ May 29, 2014
Via Electronic Mail
[redacted]
Revdex.com
[redacted]
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. On November 14, 2013 [redacted] purchased a [redacted] (the “Vehicle”), from the CarMax of [redacted].  In his complaint, [redacted] is requesting a new oil change, clean the engine and replace anything that was damaged from the oil leak. 
CarMax inspected vehicle after the oil leak had occurred and it was discovered that the oil cap was cracked.  CarMax replaced the oil cap and cleaned engine.  [redacted] did bring the vehicle back again because it appeared that the vehicle was still leaking oil.  This time CarMax did check the belly pan to verify that there were no additional leaks.  It was discovered that the brake cleaner that was used was the cause of the dripping.  CarMax did pressure wash the engine again and filled [redacted]’s gas tank too.
CarMax appreciates the opportunity to respond to this complaint. If you have any questions, please call me at [redacted], ext[redacted].
                                   
Sincerely,
[redacted]

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

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]

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

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.The service manager I first dealt with tried using the 30 day warranty thing against me as well. I spent an extra $1200 to purchase the CarMax extended warranty upon purchasing the car. That EXTENDS the warranty for 5yrs 100k miles. So if I use CarMax's logic, then I'm well within my warranty and all should be covered. Regardless, what does it matter? The problem exits regardless of warranty, and has so since day 1. That is just a tactic they are hiding behind, which has now been proven invalid, not once but twice. Furthermore CarMax DID NOT perform an alignment on the car. I had that done at a completely different mechanics shop. In their response they even acknowledged one of the glaring problems. No one rotated the fronts as I had asked to do multiple times. I made it more than clear that by doing so the full extent of the issue would be shown. I have the tires in the position they are currently in FOR MY OWN SAFETY. They also claim they did not detect a pull. They drove my car less than a mile. LESS THAN A MILE. 3 different test drives, all equalling less than a mile. What are you going to find out in such a short distance? That is not far enough to drive on any of the local freeways, where the speeds cause a bigger issue. Something else I pointed out multiple times. I have to wonder why when driving, the car clearly goes to the right if I take my hands off the steering wheel. Doesn't matter which road or which lane (so the claim of road crown I've heard from them is also invalid). Swap the tires and suddenly that pull becomes much more drastic and suddenly goes to the left. Weird how that changes when there's supposedly no issue with anything. It comes down to this. The car should not have been sold with the tires that are on there. Rotating them negatively impacts the driving of the car in a very serious manner. As I've stated over and over and over again, if someone from CarMax would just listen and simply swap the front tires and then drive the car, they would see the seriousness of the problem. Instead they continue to ignore the issue and purposely avoid diagnosing my car in a manner that would make the issue impossible to ignore. If there is no problem do they refuse to swap my tires and then drive the car? Now I'm stuck with a bad set of tires that I probably shouldn't be driving on, and can not rotate because it makes the car dangerous to drive. So now I have to pay to have them replaced... on a car that was purchased in October. I am honestly taken back by CarMax's continued business tactics in regards to standing behind selling a car that can potentially be dangerous to drive, all do to their negligence.  So until new tires are on this car the issue they refuse to acknowledge, let alone address, will continue to exist.
Regards,[redacted]

...

                                      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

8">                                     ...⇄ 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 [redacted]. On August 26, 2014, Mr. [redacted] purchased a [redacted], VIN [redacted] (the “Vehicle”), at the CarMax of [redacted] IL.  In her complaint, Ms. [redacted] is requesting that CarMax pay for the cost of the engine replacement.
 
On or about February 9, 2015, CarMax of [redacted] spoke to Ms. [redacted] about her engine concerns.  Ms. [redacted] stated that she had put 8,000 miles on the Vehicle in five months and hadn’t changed the oil.  After reviewing Ms. [redacted]’s concerns, it was recommended by CarMax for Ms. [redacted] to reach out to ** Customer Service as the Vehicle has a 5 year/100,000 powertrain coverage.
 
Ms. [redacted] later informed CarMax that ** had agreed to pay half of the engine replacement.  Ms. [redacted] asked that CarMax pay the other half.  CarMax confirmed by receipt that Ms. [redacted] had an oil change.  CarMax management revisited the Vehicle history and as a goodwill gesture agreed to pay $2,500 for the engine replacement.  CarMax let Ms. [redacted] know that she would be receiving the $2,500 within 10-14 business days.
 
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

July 31, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
[redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in
your office from Mr. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about July 18, 2015
at the CarMax store located in [redacted] (“CarMax”). 
According to our records, CarMax has been in communication
with Mr. [redacted] to address his concerns and provide assurance that the Vehicle
is fixed correctly and professionally. 
It is CarMax’s goal to provide the most exceptional service possible to Mr.
Castano.  CarMax cannot guarantee that
the Vehicle will perform without any future issues; however, CarMax welcomes
the opportunity to continue to work in partnership with Mr. [redacted] to resolve
any future maintenance concerns. 
CarMax is also offering to fill up Mr. [redacted] gas
tank.  If there are other concerns, Mr.
[redacted] should contact Service Manager [redacted] extension [redacted]. 
CarMax appreciates the opportunity to respond to this
complaint. 
 Please call me at [redacted], extension [redacted], if you have
any questions.
 
Sincerely,
 [redacted]

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

Roman';">                                  ...⇄ February 20, 2014
Via Electronic Mail
[redacted]
Revdex.com
[redacted]
Re: [redacted]
Dear [redacted]:
I am writing in response to your letter which forwarded the complaint of [redacted]. On July 30, 2012 [redacted] purchased a [redacted] (the “Vehicle”), from the CarMax of [redacted].  In his complaint, [redacted] is requesting CarMax to buy back his vehicle because the Vehicle was in an accident prior to purchase. 
CarMax of Gulf [redacted] has looked at the Vehicle at least two times with [redacted] and no frame damage was found.  CarMax of [redacted] did review AutoCheck and customer’s copy of the [redacted]. CarMax let [redacted] know that we will not sell a vehicle that has frame or flood damage.  CarMax of [redacted] also offered [redacted] the option of taking the Vehicle to get a second opinion at CarMax’s cost.  [redacted] did not contact CarMax to schedule this appointment.
CarMax appreciates the opportunity to respond to this complaint. CarMax is still willing to get [redacted] a second opinion on the structure of the Vehicle.  [redacted] can call the store’s [redacted] at [redacted] to set up that appointment.  If you have any questions, please call me at [redacted], ext [redacted].
                                   
Sincerely,
[redacted]