CarMax , Inc.

[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 8, 2015
 
[redacted]
0.0001pt;">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MR. [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint 10550764 received in
your office from Mr. Norman [redacted] regarding the 2012 GMC Sierra 1500, 1GTN1TEX0CZ278987
(the “Vehicle”) that was purchased on or about December 12, 2014 from the
CarMax store located in Burbank, California (“CarMax”).  In this complaint, Mr. [redacted] is requesting a
replacement vehicle with equal or fewer miles, the same or newer model year and
same options at the same monthly payment. 
He is also requesting a rental or loaner vehicle until the replacement
is found.
CarMax contacted Mr. [redacted] on or about March 24, 2015 to
advise of an insurance claim reported for the Vehicle through the National
Motor Vehicle Title Information System. 
CarMax advised Mr. [redacted] the Vehicle did not meet CarMax standards and
should not have been sold to him.  CarMax
offered to return the Vehicle in full and pay off Mr. [redacted]’s loan, and
reimburse any payments made including the original down payment.  CarMax also offered to reimburse Mr. [redacted]
for any documented out of pocket expenses due to repairs since purchase.   CarMax offered to place Mr. [redacted] in a loaner
vehicle for one week after processing the return while Mr. [redacted] shops for
another vehicle.
CarMax is declining the settlement request as set forth in
the complaint.  CarMax will not negotiate
the price of another vehicle.   Mr. [redacted]
is under no obligation to purchase another vehicle from CarMax nor is he
obligated to return the Vehicle.  The
finance rate and the amount of the payments for the replacement vehicle will be
based on his current credit, and the cost of the replacement vehicle.  CarMax cannot guarantee the financing terms that
might be offered to Mr. [redacted] by the finance companies.
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

October 27, 2014
[redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: [redacted]
Complaint ID [redacted]
[redacted]  [redacted]
/>
Dear [redacted]:
Thank you for forwarding the complaint dated September 30, 2014 regarding the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”) on or about September 18, 2012.  At the time of purchase, [redacted] also elected to purchase a 72-month or 150,000 mile Extended Service Plan.  [redacted] requested that CarMax allow him to return the Vehicle and reimburse him the cost he paid into having the Vehicle repaired during the duration of ownership.
CarMax’s records indicate that [redacted] requested copies of the Vehicle’s previous repair orders in September of 2014.  CarMax provided [redacted] a printed copy of this documentation.  [redacted] later mentioned that the Vehicle had been involved in a prior accident according to the information from a CarFax Vehicle History Report.
CarMax reviewed AutoCheck’s Vehicle History Report and no prior accidents were reported prior to the sale of the Vehicle.  CarMax also provided [redacted] a copy of the AutoCheck at the time of purchase.  CarMax was not aware of any accidents that may have been reported to CarFax and has no record of any repairs made to the Vehicle related to impact.
CarMax is declining [redacted]’s request for reimbursement.  CarMax would encourage [redacted] to pursue reimbursement under the terms of his Extended Service Plan.  CarMax invites [redacted] to visit one of their locations if he is interested in having the Vehicle re-appraised.
CarMax appreciates the opportunity to respond to this complaint.
Please contact me at [redacted] extension [redacted] with any questions you may have.
Sincerely,
[redacted]
[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.CarMax claims that the warranty sold to me is 3rd party is false.  The warranty sold to me is MaxCare, which is prominently displayed on Carmax's website, not a 3rd party vendor.
Additionally, the warranty claim administrator is not "working with" me.  They have unreasonable demands which essentially put the claim review process at indefinitely open.  attached is my correspondence with the MaxCare.  Maxcare is still demanding that I spend ~$2500 to perform a "diagnostic" before they'll consider the claim.  Once a again, the demand is unreasonable and simply a stalling act.
Regards,
[redacted]

August 27, 2015
 
[redacted]...

[redacted]                             
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
 
Re: [redacted]
Complaint ID
[redacted] (the “Vehicle”), VIN: [redacted]
 
Dear Mrs. [redacted]:
 
I am writing
you in response to your letter dated August 11, 2015, wherein you forwarded a
complaint from [redacted].
 
CarMax’s records indicate that we have been in
communication with Mr. and Mrs. [redacted] regarding this matter, and have addressed
their concerns.  Mr. and Mrs. [redacted] were
satisfied with CarMax’s resolution.
 
CarMax appreciates the opportunity to respond,
and considers this complaint closed.
 
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.
 
Im going to share my bad experience with carmax (located at [redacted]). I purchased my first car with them in september of 2013, a [redacted] '08, within 5 weeks started having problems with the fuel pump, transmission and the engine light will always go off. I took the car to them 5 times in the 6 months I had the car. The mechanichs could not figure out what was the problem.  So I decided to return the car. I was concerned that I would lose control of the vehicle and potencially put myself and my family in danger, after having 2 bad experiences, one of them, was when the car drop the speed in the freeway while driving (70mph drop to 45mph). No explanation for what happend.
I spoke with carmax about my concerns they did not take it seriously   saying that I was exaggerating. They decided to give me the only possible option, exchange it for another car, with low miles, newer and less payments. I agreed and trust them.
 It came out, that I had to put a high downpayment and my monthly payment went up over 100$ more than the first car. They convinced and promised me, that after 6 month I can refinance it, and drop the payment a 50%.
I purchased in April of 2014, [redacted] '10, Within 3 weeks the transmission began to fail, took it to the mechanichs of carmax, they said I was exaggerating (again using that word) everything was fine no problems.
 Weeks later transmission gets worse.
 Took it back to them, and they found the problem, needed a new transmission. Got the car back with the problem solved, 24hs later, transmission fails again, but this time followed by a strange noice coming from the underbody.
I called them but they ignored me and didnt returned my calls. Decided to speak with a Manager, he was rude, disrespectful, sarcastic and even laughed at me, for what I said.
4 days after I spoke to the manager, I exit the freeway, drove 2 blocks, the lug nuts came off causing the wheel to came off from the axle. I was scared, shocked and gracefull, that didnt ocurred in the freeway going 70 mph or that wasnt one of my family members behind the wheel.
Tow the car, right away back to carmax, but this time I was tierd of being abused by them.
I spoke with the manager, he fought me, with sarcasm, aggressiveness, he repeated constantly that I wasnt right, tried to shut my mouth because I was being to loud, tried to intimidate and threat us standing front of me with anger and raising his voice, no room for me or my co-signer to talk and explain our situation. Finally, the general manager got involved and accepted the car back with out any payment from us.
Was hard to explain our selfs, We felt descriminated. By the way, the strange noise coming from the underbody, was the lug nut, the mechanichs after they place back the transmission, they didnt adjust well the front tires to the axle. Thats how well they inspect theyre cars before they sell or return it.
In the other hand, CARMAX offers you a free [redacted], I had an accident with the [redacted], wich was reported to my inssurance and a police report. Found out month later I returned the [redacted], the [redacted] is clean. 
 
Sinceraly,
 
[redacted]

June 20, 2016
Revdex.com Serving
Central Virginia, Inc.
720
Moorefield Park Drive
Suite 300
Richmond, VA
23236
RE:      Consumer
Complaint of [redacted]
Account [redacted]
            [redacted] (“Vehicle”)
Dear Sir/Madam:
Thank you for
sharing [redacted] complaint and providing us the opportunity to respond.  Ms. [redacted] states that she has not received a
lien release despite making several requests. 
I am happy to report that Ms. [redacted] has received the lien release and
has been given instructions on how to provide this lien release to her local
DMV to receive her title.
I would like
to take this opportunity to apologize to Ms. [redacted] for any inconvenience she
has experienced and assure her that we have made every attempt to facilitate
her requests.  Ms. [redacted] purchased this
Vehicle on January 22, 2011.  She
subsequently paid her account in full on January 31, 2011, and on February 7,
2011 a lien release was processed.  
Subsequently, Ms. [redacted] requested a certified copy of the lien release
on March 15, 2016, May 23, 2016 and June 6, 2016.  Our records reflect that for each request
from Ms. [redacted], a certified copy of the lien release was appropriately
requested in our system and the account was notated that a lien release was
processed and sent to the address provided by Ms. [redacted].  The account record contains copies of each
lien release mailed.   
Our
investigation was unable to identify why Ms. [redacted] never received the lien
releases we mailed.  In an
effort to ensure receipt of the lien release, we arranged for the document to
be sent overnight via [redacted] to our Dealer Affiliate at the location nearest Ms.
[redacted].  We have confirmed that this
release has been obtained by Ms. [redacted]. 
Further, our Titles Manager has provided Ms. [redacted] with instructions on
how to obtain her title from the TX DMV.  
Thank you, again, for bringing this
complaint to our attention and for the opportunity to assist Ms. [redacted].  If you need any additional information
regarding the above, please contact Jennifer A[redacted] at [redacted]
Sincerely,
Brent A[redacted]
[redacted]
CarMax Auto Finance

April 28, 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 April 11, 2014 regarding a [redacted] (the “Vehicle”), VIN [redacted], that was purchased at the CarMax store located in Boynton Beach, Florida (“CarMax”), on or about March 29, 2012.  [redacted] requested a new vehicle or a good credit towards a new vehicle in her desired settlement.
[redacted] shares her frustrations that in the past two years the Vehicle she purchased has been in the shop eight times for multiple repairs.  The Vehicle was serviced twice at CarMax after [redacted] purchased the Vehicle.  
[redacted] brought the Vehicle to the CarMax store located in Pompano Beach, Florida for the navigation not operating properly on or about April 20, 2012.  CarMax sublet the Vehicle to the [redacted] for repairs.  [redacted] returned back to CarMax located in Pompano Beach, Florida to address a check engine light concern on or about June 5, 2012.  CarMax sublet the Vehicle to the [redacted] for repairs.   
 
[redacted] mentioned in the complaint that [redacted] has messed the Vehicle up repeatedly.  CarMax recommends if [redacted] has concerns with previous repairs performed by the [redacted] dealer that she contact them directly.   CarMax would also like to invite [redacted] to bring the Vehicle in for an appraisal if she would like to sell the Vehicle to CarMax. 
CarMax appreciates the opportunity to respond to this complaint.  However, CarMax is declining the offer [redacted] requested in her settlement.  
 
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] 
Revdex.com,The partial refund offer by CarMax is unacceptable.
We paid CarMax over $2000 for an Extended Warranty. CarMax is out of line to charge over $160 just to analyze a warranty issue, when the local competition will analyze at No Charge, and has not charged us for a warranty.
Please inform CarMax that I would rather forgo the $43 refund and let the public know that CarMax engages in POOR customer service. [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]
Regards,
[redacted]

I have owned my car for three months and have only had it for about two to three weeks. It has a shake at 70 Mph and was initally told I was feeling the road. I was also told by there worthless lead mechanic that he cant drive the car over 65 and they are not responsible for fixing the car. Luckily I have had a good experiance working with the service manager [redacted] and service consultant [redacted]. My car is still not fixed correctly and needs to go back in yet again. This is getting pretty rediculous. When I called in to tell them they didnt fix it again I was told I had to wait a week because they had no loaner plates. That right there is a sure sign that there is a big issue with the vehicles they are considering safety checked. Also I bought the car right after it stopped raining so I didnt get the full look over I would usually do. The next day I noticed a bad oil leak coming from the oil pan and that when I turned on the air conditioner it squeeled. Nevermind the scratches I missed. Something has gotta give in this situation. I am starting to wonder if they will ever be able to fix there car but im getting close to contacting the state to declare the car a lemon..

[redacted]

class="MsoNormal">Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
[redacted]
[redacted]
Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted], (the “Vehicle”) that he purchased on or about January 10, 2014 from the CarMax store located in [redacted] (“CarMax”).  In this complaint, [redacted] cites ongoing repair issues and is requesting a refund of his down payment and payments made toward his Vehicle loan.
According to CarMax’s records, [redacted] scheduled a service appointment on or about January 17, 2014.  At that time, CarMax management spoke to [redacted] about finding a different vehicle because of his mechanical concerns.  [redacted] decided to remain in the Vehicle and have the Vehicle repaired.  [redacted] brought the Vehicle back to CarMax on or about January 23, 2014, February 28, 2014, and August 13, 2014.  During each of these visits CarMax noted [redacted]’s concerns, had the Vehicle diagnosed, and then the Vehicle was repaired.  [redacted]’s Vehicle has been ready to be picked up since September 5, 2014.  CarMax rechecked the Vehicle and called [redacted] again to request that he pick up the vehicle on or about September 23, 2014.
CarMax is declining the settlement request as set forth in the complaint. However, CarMax does invite [redacted] Jr. to have his vehicle appraised if he wishes to pursue the sale of the Vehicle to CarMax.
CarMax appreciates the opportunity to respond to this complaint. 
Please call me at [redacted], extension [redacted], if you have any questions.
Sincerely,
[redacted]
[redacted]

December 18, 2015
[redacted], Operations Supervisor
Re: [redacted]
Complaint ID: [redacted]
[redacted] (the “Vehicle”), VIN:...

[redacted]
Dear Ms. [redacted]:
This will confirm our receipt and review of Mr. [redacted]’ complaint regarding the Vehicle purchased from the CarMax store located in White Marsh, Maryland (“CarMax”) on or about November 22, 2014.
Mr. [redacted] alleges that a check was issued to his spouse and later cancelled by CarMax as part of the purchase transaction for the Vehicle. Mr. [redacted] requests that CarMax provide a refund for bank fees incurred as a result of the check cancellation and an explanation of why the cancellation occurred.
CarMax’s records reflect that Mr. [redacted] has recently been in contact with CarMax Auto Finance on or about December 7, 2015 to discuss his concerns. Mr. [redacted] was informed that a refund of $476.34 would be issued which includes both the original check amount and the bank fees incurred by Mr. [redacted]’ spouse. It is our understanding that the aforementioned refund check was mailed via FedEx to Mr. [redacted] on or about December 14, 2015.
Thank you for bringing Mr. [redacted]' complaint to our attention and providing us an opportunity to respond.  
Please contact me at (800)519-1511, extension [redacted], with any questions you may have.
Sincerely,
Kristina S[redacted]
Analyst, Customer Relations

The short and sweet of the experience: 2 years ago my wife was in an auto accident, and her vehicle was deemed a total loss. We needed to find her a vehicle quickly so she could go back to work, and decided to go to CarMax. Although the "buying" experience was not great, it was also not terrible. We decided on a vehicle, put a number of thousand dollars down on it, financed it, and drove it home.
Fast forward 2 years: We decided to trade in the vehicle we purchased from CarMax, and no matter what dealer we went to, they all said we owed too much on the vehicle versus what the vehicle is worth. I decided to check into what the vehicle is really worth now, in comparison to what it was really worth 2 years ago when we bought it so I could understand why these dealers said that. I found that the vehicle is definitely worth the value these dealers said for trade-in. But I also found out that we paid $1000's well above the normal markup when we purchased at CarMax. So much for a "No Haggle" price?
Now I am stuck with a vehicle worth half as much as I owe the bank. There is nothing I can do with the vehicle until I pay thousands into it just to sell it. Do your homework people. Don't get ripped off at CarMax like I did.

October 18, 2016
[redacted], Operations [redacted]
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236
Re: Miss [redacted]
Complaint ID [redacted] (the “Vehicle”), VIN:...

[redacted]
Dear Mrs. [redacted]:
I am writing in response to your letter dated October 11, 2016 wherein you forwarded a complaint from Miss [redacted], regarding the Vehicle purchased from the CarMax store located in Las Vegas, Nevada (“CarMax”) on or about March 25, 2016.  In the complaint, Miss [redacted] expresses that she would like for CarMax to reimburse her $943 for the cost that she paid for previous repair work completed on the Vehicle.  Miss [redacted] also requests for CarMax to pay the total expense to have the Vehicle’s engine replaced.
CarMax’s records state that the Vehicle was brought in for service on or about April 22, 2016 for a brake light concern.  However, this issue did not present itself at the time of appointment – leaving CarMax without the ability to complete any repairs.
The Vehicle was later brought back for service on or about July 1, 2016 for a noise when braking concern.  On this occasion, CarMax was able to duplicate the noise concern – replacing the rear brake pads and sensor wire at no cost to Miss [redacted].
On or about September 1, 2016, Miss [redacted] brought the Vehicle in for a shift lock concern.  CarMax diagnosed the Vehicle and recommended that she replace the shifter assembly, at a cost of $943.  Miss [redacted] authorized these repairs, which were completed on or about September 13, 2016.
Miss [redacted]’s mother later contacted CarMax’s Customer Relations Department on or about September 15, 2016 to share that Miss [redacted]’s Vehicle had lost power on the expressway.  CarMax diagnosed the Vehicle on or about September 19, 2016 – identifying that the Vehicle had been driven while overheating (for an extended period of time), causing permanent engine failure.  This was unrelated to any previous repair work completed by CarMax and was also an unforeseeable occurrence by them.
Due to the fact that Miss [redacted] continued to operate the Vehicle while overheating (leading to engine failure), CarMax is unwilling to provide her with the resolution that she seeks.  However, if she would like to accept CarMax’s goodwill gesture in the amount of $1,500 (to use towards the repair of the Vehicle), she is encouraged to contact Service manager, Timothy G[redacted], at (770)506-8484 ext. *.
CarMax appreciates the opportunity to respond to this complaint and considers the gesture of goodwill the resolution to the complaint.
Sincerely,
Nekia W[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.
I already had had to take my car elsewhere since Carmax was not willing to work with me or give me a rental car. I have my parts from the repair. I am also very very upset that Carmax have me false information again when they checked out my car. When I went to another professional they informed me that my "brand new tires" were actually fine but my roaders we're not. They were to far gone to even cut down for repair. So again another false statement from Carmax. I also wasn't informed that my back breaks were bad as well. I have all my documentation and parts from my repair. I now want a different settlement from Carmax. Please call me so I can know the next steps. Thank you. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 10634256, 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 outrageous. Can not believe your thats reason why I can not buy a car,I would love to get this issue resolved has to be a misunderstanding the stubs are not fake the owner of [redacted] name is [redacted] #[redacted] he can verify emploment for [redacted] check stubs are real [redacted] is a small company that my not have capabilities yet to produce,more expensive payroll services. So please we get this verified by car max cause still in marker for a vehicle. Thank you.

February 24, 2015

class="MsoNormal"> 
[redacted]
Revdex.com
720 Moorefield Park Drive Suite 300
Richmond, VA 23236
 
Re: MS [redacted]
Dear Mrs. [redacted],
Thank you for forwarding the complaint [redacted] received in your office from Ms. [redacted] regarding the [redacted], (the “Vehicle”) that she purchased on or about March 24, 2014 from the CarMax store located in [redacted], Tennessee (“CarMax”).  In addition, Ms. [redacted] elected to purchase a MaxCare Extended Service Plan (“MaxCare”) to assist with repair expenses for a term of 72 months or 150,000 miles, whichever comes first, with a $100 deductible.  In this complaint, Ms. [redacted] is requesting “a newer model of the [redacted] with no money down and a reasonable note.”
According to our records, Ms. [redacted] brought the Vehicle to CarMax on or about September 15, 2014, September 22, 2014, November 4, 2014, December 5, 2014, December 12, 2014, and February 9, 2015.  CarMax serviced the Vehicle for a variety of mostly unrelated repairs, covered under the terms of MaxCare.  Ms. [redacted] paid a deductible of $50 to CarMax for most of these visits because of the terms of MaxCare.  CarMax provided loaner vehicles during each repair, and waived the deductible costs during visits on or about December 5, 2014 and February 9, 2015.  Additionally, CarMax waived the diagnostic fee of $59.04 on or about February 9, 2015.  In total, Ms. [redacted] has paid $204.08 for the six service visits. 
CarMax is declining the settlement request as set forth in the complaint.  However, CarMax is offering to appraise the Vehicle if Ms. [redacted] is interested in selling the Vehicle. 
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.] I am not satisfied to do the simple fact that CarMax never contacted me to resolve this issue, and what CarMax just takes anyone's authorization to cancel someones contract.  I feel CarMax holds so responsibility in this they are not an innocent party.  At this point I am turning everything over to my Attorney's office and the contact point will be [redacted] at [redacted] in Fresno, CA [redacted].
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.
[I can prove the recall directly from my [redacted] dealership in addition to the [redacted] website that states the service campaign and effective date which is before the car is sold. This will show that CarMax seal of approval is out of order and has not been applied to my case. I will fax the information over in addition to the multiple service bulletins that is attached. While those are not actual recalls, the integrity of the claim of quality is in question based on the documented recall, completely ignored in conjunction with the service bulletins they ignored during their inspection of the car. I ask once more for my initial outcome while paperwork, regarding the recall is sent to the office of the Better Business. I also go on record to state that I will request a copy of my contract for comparison, all mechanical work recorded, origin of the vehicle before Carmax's possession and their recorded mechanical work on the vehicle. From here Carmax determines the course of my complaint. I truly hope we can work this out here and now without further recourse and I believe that as I stick with the facts, God will make a quick work of this and establish an outcome of truth. Thank You.    ]
Regards,
[redacted]