Bastian Roofing

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 This is an unacceptable “resolution” to the issues I have been having with the vehicle since purchase in FebruarySince, the first problem with the rear main seal leaking, which I found within days of purchase, this vehicle has been a problem CarMax refuses to take responsibility for.As to the response, “CarMax spoke to Ms [redacted] on several different occasions about a no-start concern on the vehicleCarMax was unable to duplicate the concern on June 26th, CarMax has not had the opportunity to diagnose any additional repairs with the Vehicle since that time.” I have taken the vehicle to CarMax for evaluation several timesMost in which, they have refused to examine the problemsI call the managers to make appointments and I receive no call back.The fourth time the carwould not start I took it to an [redacted] dealer who did find the problem and fix the problemDuring this time I have taken the car back to CarMax twice and called several times to ask them to help me with the problemsI have attached the repair receipt (Document name: “8_11_repair receipt.pdf) where is clearly states, “Customer states the vehicle won’t startCheck and found the vehicle with low battery chargeNeeded to be jumped to get startedCheck battery and found faultyFound aftermarket battery installedInstalled new battery and battery adaptations.” Since, the dealer installed the correct [redacted] battery into the vehicle AND programmed the battery properly the vehicle has started consistently.Also, please note, on 8/11/I was faxed a copy of the vehicle service historyOn it, the history states that the battery was replaced because it was faulty and would not start the car or hold a chargePlease see the section dated 2/11/in attachment (Document name: “Repair History.pdf”) Therefore, the problems with the vehicle not starting was an issue BEFORE I purchased the carThe [redacted] dealer found the problem that CarMax refused to take care of and claimed to not be able to findThis was a very costly and time consuming process that I had to take time off work to deal with and paid for out of my pocket.As to the response “CarMax replaced the battery in the reconditioning process prior to Ms [redacted] purchase, and the part was installed with a warranty extended by the vendor CarMax used to purchase the partAs was communicated to Ms [redacted] on August 11th, 2015, CarMax will continue to honor any remaining concerns with the warranty which accompanies any completed repairMs [redacted] may also utilize her ESP for any additional or new service concerns which may arise.” I‘ve had to take the vehicle to CarMax on several occasions, the last for the battery problemsCarMax refuse to examine the problem until I called the corporate office and offered to sell the car back to them.This has been a very frustrating and costly vehicle purchase process in which CarMax’s customer service is lackingIt is also, frustrating that CarMax would not see all of the problems listed and not take the time to come to an equitable solutionInstead, as usual, CarMax has decided to do nothing but give poor customer service in response to the lack of thorough vehicle inspection they claim to executed before selling vehicles to unsuspecting consumersI urge CarMax to reevaluate the situation and come up with an equitable solution Regards, [redacted]

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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] .My apologies I have received a check and am satisfied with the outcomeI did not see any letter to return to you stating as such Regards, [redacted]

March, 29, 2017Re: [redacted] ***Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated March 27, 2017, regarding the Vehicle purchased from the CarMax store located in Burbank, California (“CarMax”) on or about October 29, 2016.In the complaint, Mr [redacted] states that his son (who was translating for him at the time of sale) requested to not pay the document processing charge before purchasing the Vehicle, but was charged the fee anywayAdditionally, after purchasing the Vehicle Mr [redacted] inquired about a missing headset for the rear entertainment system and stated that he was told the appropriate department would follow up with himMr [redacted] states that after several requests by phone and e-mail, he has not received an answerMr [redacted] requests that CarMax refund him the document processing charge and address the missing headset issueCarMax ensures transparency with regard to any added fees as stated on the Vehicle’s window stickerWhile the law does not require dealerships to charge for document processing, CarMax reserves the right to include this feeAs a part of the CarMax no-haggle policy, there is no option to have it waivedTherefore, CarMax will not be reimbursing the fee to Mr***Additionally, the CarMax service department reached out to Mr [redacted] on or about April 13, to coordinate delivery of the headsetMr [redacted] is encouraged to contact the store team to obtain his headsetThe CarMax Service Department can be reached at [redacted] , option ** CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension ***, with any questions you may have.Sincerely,Gabrielle P [redacted] Analyst, Executive Response Team

[redacted] Dear [redacted] ***, Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from [redacted] on [redacted] *** In the complaint, [redacted] states that the Vehicle is having ongoing electrical mechanical issues CarMax is aware of [redacted] concerns with the Vehicle, as well as the damage that occurred to the Vehicle After the purchase of the Vehicle, [redacted] brought the Vehicle to the CarMax service center on or about [redacted] *** stating concerns with a whining noise in the suspension CarMax diagnosed the Vehicle and found that the blow-off tube for the air compressor was kinked CarMax was able to successfully complete repairs Since addressing that concern, CarMax has not seen the Vehicle until [redacted] reached out about his current concerns After hearing [redacted] concerns, CarMax management had the Vehicle towed from [redacted] repair facility to the CarMax service center CarMax diagnosed the Vehicle and found evidence that fuses had been installed in the Vehicle that were too high of a voltage, causing extensive electrical damage to the wiring in the Vehicle CarMax records indicate that [redacted] advised that the fuses were replaced prior to bringing the Vehicle to CarMax CarMax recommended that [redacted] take the Vehicle to an authorized manufacturer dealership that would be able to repair the electrical damage and reprogram the necessary componentsAs a gesture of customer service, [redacted] was provided with a loaner vehicle during the diagnosis period At this time, CarMax has had the Vehicle towed to the manufacturer dealership of [redacted] choice for repairs Due to the evidence pointing towards the recent electrical concerns being caused by improper fuses being installed in the Vehicle after purchase, CarMax will not be participating in paying for [redacted] repairs CarMax respects [redacted] request for no additional contact and appreciates the opportunity to respond to this complaint Please contact me at [redacted] , extension ***, with any questions you may have Sincerely, [redacted] s

July 26, [redacted] Re: [redacted] ***Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] I am writing in response to your letter dated July 8, wherein you forwarded a complaint from [redacted] regarding the Vehicle purchased from the CarMax store located in Des Moines (“CarMax”) on or about December 11, 2014.Mrs [redacted] complaint is that she was confused by the coverage of the Guaranteed Asset Protection ("GAP") product she purchased She thought the product would cover her car payments if she became sick CarMax does not offer any such product and our processes for offering GAP are standardized and follow a specific flow within our sales transaction program In fact, when Mrs [redacted] first brought this concern to our attention we conducted an investigation and concluded that no one misled Mrs [redacted] into believing the product offered was for anything other than GAP, which would cover the balance of her account if she incurred a total lossOur standardized process for the presentation of the GAP product begins after a credit offer is selected This action prompts the system to display the screen introducing GAP The GAP screen explains, among other things, that a GAP Agreement pays the difference between what you owe and what insurance will cover in the event of a total loss Additionally, the screen displays the cost of GAP If the customer makes the choice to purchase GAP he or she does so on this screenFollowing the Retail Installment Contract, the GAP Waiver Agreement is presented As the associate walks through the form they explain the coverage terms and advises customers to read the contract thoroughly to understand their obligations under the agreement, as well as their benefits It is important to note that this paperwork presentation is performed by someone other than the associate who first introduced the GAP product during the sales transaction, so if there was confusion by Mrs [redacted] during the sales process, the business office associate would have been able to address this confusion at the time they were reviewing the GAP Waiver Agreement CarMax does not offer any product that would function as disability insurance, which seems to be what Mrs [redacted] describesOur records reflect that CarMax’s Customer Relations Department conducted an investigation of Mrs***’s initial complaint regarding this issue between the dates of July 6, and July 8, At that time we concluded that our standardized process was followed and provided the above explanation to Mrs*** CarMax appreciates the opportunity to respond to this complaint and will honor Mrs***’s request not to be further contacted back by the business.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W [redacted] ***

May 17, Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated May 7, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about November 28, In the complaint, Ms [redacted] expresses frustration with the registration process following her purchase, which led to her returning the VehicleMs [redacted] ’s letter outlines discrepancies regarding the reimbursement amount she was told she would receive from CarMax for the Vehicle’s down payment, as well as her monthly loan paymentsMs [redacted] requests that CarMax issue her a refund of [redacted] Business records indicate that CarMax received an email from Ms [redacted] on or about May 2, 2017, regarding the above noted concernsA CarMax Customer Relations Analyst responded to Ms [redacted] on or about May 3, 2017, confirming that her email was receivedThe Analyst emailed Ms [redacted] again later this same day, sharing that the [redacted] misplaced the title paperwork twice, which resulted in the title issue and the need for the return of the VehicleIn the email, Ms [redacted] was also informed that she would be receiving reimbursement for her down payment as two checksThe first check (for $ [redacted] ) was mailed to Ms [redacted] on or about April 26, 2017, while the second check (for $ [redacted] ) was scheduled to be mailed to her on or about May 4, Email correspondence between Ms [redacted] and the Customer Relations Analyst on or about May 5, 2017, explained that the $ [redacted] refund was for the cancellation of the Vehicle’s MaxCare extended service planAs Ms [redacted] elected to include the MaxCare extended service plan with the financing for the Vehicle, this amount would be issued to her lienholder CarMax maintained communication with Ms [redacted] following this email exchange and confirmed that she would also be receiving a reimbursement of [redacted] from her lienholder (for the payments she made after purchase towards the loan for the Vehicle)Business records note that the Location General Manager at CarMax [redacted] had left two voicemails for Ms [redacted] prior to May 10, 2017, to assist with any questions that she had regarding the reimbursementsThe Location General Manager spoke with Ms [redacted] on or about May 15, 2017, who confirmed that she had received the reimbursement for both her down payment, as well as her loan paymentsDuring this call, it is noted that Ms [redacted] confirmed she understood the cancellation of her MaxCare extended service plan and that the reimbursement was to be issued directly to her lienholder CarMax appreciates the opportunity to respond to this complaint and considers this matter closed Please contact me at [redacted] , extension ***, with any questions you may have Sincerely, Kristina R [redacted] Analyst, Executive Response Team

August 10, [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA [redacted] (“the Vehicle”) Dear Mrs***, Thank you for forwarding the additional complaint received in your office from Ms [redacted] regarding her purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on September 28th, In her reply, Ms [redacted] reiterated her service concerns with the VehicleMs [redacted] again requested a refund of all the money she invested since her purchase of the Vehicle As was previously stated, the extended service plan that Ms [redacted] purchased covered each of herIn an effort of customer service, CarMax repeatedly paid Ms [redacted] $deductible Ms [redacted] received alternate transportation while having her concerns addressed on each occasion CarMax will gladly address any further service concerns that Ms [redacted] may have with the Vehicle In the event that Ms [redacted] would like to sell the Vehicle, CarMax would be happy to offer an appraisalCarMax will not be authorizing a return or exchange of the Vehicle as she is outside of any return period that CarMax offers If Ms [redacted] has any further questions on the Vehicle or her service concerns, she may contact me directly at [redacted] , ext*** Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted]

August 5, [redacted] Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted] Complaint ID [redacted] I am writing in response to your letter dated July 17, wherein you forwarded a complaint from Mrs [redacted] regarding the Vehicle purchased from the CarMax store located in [redacted] , [redacted] (“CarMax”) on or about March 14, In the complaint, Mrs [redacted] expresses concern with CarMax not having added Guaranteed Asset Protection ("GAP") to the Vehicle at the time of purchase.For background, Mrs [redacted] brought CarMax an external lienholder check (from [redacted] ) in the total amount of $***.00, to use towards the purchase of the Vehicle CarMax accepted this check, and had Mrs [redacted] complete the remaining paperwork necessary to purchase the Vehicle In addition, Mrs [redacted] also completed paperwork for the purchase of her MaxCare Extended Service Plan However, Mrs [redacted] was not presented with the option to purchase GAP at the time of signing due to the fact that GAP can only be purchased through a customer’s lienholder This would have been an option provided to Mrs [redacted] at the time of the [redacted] application Furthermore, CarMax researched Mrs [redacted] statement regarding being told information of the contrary, but was unable to find any such records indicating that GAP was added to the Vehicle at the time of purchase.Based on the above, in addition to CarMax’s inability to add GAP to the purchase of the Vehicle, CarMax is declining Mrs [redacted] request CarMax does, however, appreciate the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W [redacted] Analyst, Executive Response Team

March 2, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted] (husband of [redacted] ***, owner of the vehicle)Complaint ID [redacted] (the “Vehicle”)Dear Mrs***:I am writing in response to your letter dated February 13, 2016, wherein you forwarded a complaint from MrHarold [redacted] regarding the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”) on or about February 2, Mr [redacted] requested a disbursement of $4,600, which represents the difference in the amount that he received as an appraisal offer from a third party dealership and the amount they alleged they would have offered had the CarFax Vehicle History Report not revealed prior accident damage.According to CarMax’s records, an AutoCheck Vehicle History Report was provided to Mrs [redacted] Kerr at the time of sale This report did not indicate any prior accidents CarMax re-verified these details after receiving this complaint and found the same details as mentioned above.CarMax’s records also indicate that a Sales Manager of CarMax was previously in communication with Mr [redacted] regarding the option to re-appraise the Vehicle CarMax’s appraisal offers, however, are not contingent upon any additional factors Therefore, Mr [redacted] would not have been required to purchase another vehicle from CarMax.Due to the fact that CarMax was unable to determine if there were signs of impact related to damage and due to the fact that CarMax has no control over the amount offered by another dealership, CarMax is declining the settlement as set forth in the complaint CarMax would have been happy to inspect the Vehicle prior to it being sold and partner with CarFax or AutoCheck to clarify or correct any inaccurate reportings Additionally, CarMax does not guarantee accident-free vehicles, but does guarantee to not sell a vehicle with known frame or flood damage.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Please contact me at (855)562-extension [redacted] with any questions you may have.Sincerely,Nekia W [redacted] Analyst, Executive Response Team

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.The damages occurred while the vehicle was in carmax's service stationRegardless of what they claim not to understand or perceiveThey damaged the vehicle and made partial repairs resulting from the damages that their crew caused but refused to fix the hole they left on the sliding doorThe door panel is STILL not installed correctly and continues to damage the rear fender and the panel itself was not fixed which shows significant signs of wear due to the contact with the rear fenderThese are problems which the vehicle did not have prior to taking it in for service last monthThe hole in the door is now beginning to rust and will become both a safety and structural hazardThe resolution I am requesting is that the door be repaired properly and or replaced due to the damages caused [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Thank you for forwarding the complaint dated November 1, 2017, regarding the Vehicle Mr [redacted] had on hold at the CarMax located in [redacted] (“CarMax”)In the complaint, Mr [redacted] states that he placed a hold on the Vehicle in order to complete his own research about the Vehicle prior to purchaseHe stated that he requested an extension on this hold which was not completed, during which time a transfer was initiated for another customer According to CarMax records, Mr [redacted] previously spoke with both a manager at the [redacted] location, and a member of CarMax’s Customer Relations team re**rding this complaintIn an effort to be transparent with Mr***, CarMax shared with that systems did not reflect his request to extend the transfer, causing the Vehicle to become available to other customersAs a result of this error, another customer initiated a transfer of the Vehicle to a different CarMax location and has since purchased the Vehicle While CarMax is unable to sell the Vehicle to Mr***, CarMax would like the opportunity to continue working with him re**rding his searchCarMax has made attempts to find a similar vehicle which meets Mr***’s wants and needs, but CarMax has been unable to locate a vehicle with the rare features Mr [redacted] desiresIf Mr [redacted] would be willing to continue working with CarMax, CarMax can arrange for him to be alerted if a similar vehicle becomes available in CarMax’s nationwide inventoryCarMax encourages Mr [redacted] to contact CarMax [redacted] at [redacted] to arrange the alert Sincerely, Emilee S [redacted] Analyst, Executive Response Team

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] , CA (“CarMax”) on August 27, In the complaint, Mr [redacted] states that the Vehicle has experienced three service concerns; therefore, he would like a refund of his down payment On or around September 9, 2016, CarMax sublet the Vehicle to a manufacturer authorized repair center for diagnosis and replacement of the timing kit and purge valve These repairs were completed on or around September 23, at no cost to Mr [redacted] , under CarMax’s 30-Day Limited Warranty CarMax records show a cancelled appointment for November 8, Beyond this, CarMax has not been made aware of any additional service concerns as it relates to the Vehicle Due to the Vehicle being outside the available 5-Day Money-Back Guarantee, CarMax declines the request to return the down payment which Mr [redacted] made on the Vehicle If Mr [redacted] is experiencing service concerns with the Vehicle, CarMax encourages him to call the [redacted] location to schedule a service appointment Additionally, CarMax would like to note that Mr [redacted] also purchased a [redacted] extended service plan at the time of sale, which could provide additional coverage for the needed repairs CarMax appreciates the opportunity to respond to this complaint If you have any additional questions or would like to discuss this concern further, please contact me at 1-800- [redacted] ext [redacted] Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations

[redacted] Re: [redacted] Complaint ID: [redacted] Dear [redacted] ***: Thank you for forwarding the complaint dated [redacted] ***, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about [redacted] *** In the complaint, [redacted] states that after purchasing the Vehicle, she identified that it was not equipped with an auxiliary port as advertised at the time of sale Based on this, she requests for CarMax to either install an auxiliary port inside the Vehicle or provide her with alternative options of assistance.CarMax’s records indicate that on or about [redacted] ***, CarMax’s Service Manager contacted [redacted] and advised her that they could either install an aftermarket radio (with an auxiliary port) inside the Vehicle or offer her a *** reimbursement for this error [redacted] elected to have the aftermarket radio (with an auxiliary port) installed in the Vehicle This installation is scheduled to take place on or around [redacted] *** CarMax appreciates the opportunity to respond to this complaint and encourages [redacted] to stay in communication with the [redacted] service team regarding any additional needs or requests.Sincerely,Nekia WilliamsAnalyst II, Executive Response TeamTel: 1-855-562-4935, ext

December 29, [redacted] ***, Operations Supervisor RevDex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] the “Vehicle”) Dear Mrs***, Thank you for forwarding the complaint received in your office from Ms [redacted] regarding her purchase of the Vehicle from CarMax of Tampa, FL (“CarMax”) on November 10th, In her complaint, Ms [redacted] requested that CarMax compensate her for lost wages and gas money related to her experience CarMax completed a diagnosis and determined that additional parts were needed to resolve an air conditioning concernDuring this time, Ms [redacted] was provided alternate transportationThis repair for an evaporator core was completed on November 30th, Shortly thereafter, Ms [redacted] brought an additional concern for a lingering odor from the evaporator core to the attention of CarMaxCarMax agreed to Ms [redacted] ’s request for a second opinion from Autonation Ford of Brooksville, FL, so that Ms [redacted] did not need to complete additional travelCarMax authorized a diagnosis charge and repair by Autonation Ford to deodorize the Vehicle under Ms [redacted] ’s 30-day warrantyAt that time, Ms [redacted] also mentioned new concernsIn an effort of customer service, CarMax approved these repairs to be completed at Autonation Ford CarMax has exceeded its obligation in terms of 30-day warranty repairs and declines to provide any further relief In the event Ms [redacted] has any further questions, she is welcomed to call me at 1-800-519-1511, extension Thank you for giving CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted] Analyst, CarMax Customer Relations

May 12, [redacted] ***Revdex.com Moorefield Park Drive Suite Richmond, VA Re: MR [redacted] Dear Mrs***, Thank you for forwarding the complaint [redacted] received in your office from Mr [redacted] regarding the [redacted] *** [redacted] , [redacted] (“Vehicle 1”) that was purchased on or about March 24, from the CarMax store located in Franklin, Tennessee (“CarMax”) The complaint also references the [redacted] ***, [redacted] (“Vehicle 2”) that MrWarner exchanged Vehicle for on or about April 28, 2015, at the same CarMax location In this complaint, MrWarner is requesting to exchange Vehicle for a [redacted] with low mileage at the same sales price and monthly payment As stated in the complaint, there were mechanical concerns that needed to be addressed with both vehicles after purchase These repairs were all completed under the day Warranty and Mr [redacted] was provided with a loaner vehicle during the repair process In the interest of customer service CarMax accepted a return of Vehicle outside of the day return policy CarMax is not aware of any outstanding mechanical concerns with Vehicle However, the day warranty is still in effect until May 28, CarMax would be happy to extend an appraisal for Vehicle should Mr [redacted] wish to sell CarMax is declining the settlement request as set forth in the complaint CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] ***, if you have any questions 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. It was stated to your dealership that the fuses were replaced in kind with the fuses that were in the fuse box, so again if they were wrong that's how the car was sold to me. Your dealership also stated to me that they couldn't determine what the actual cause was so this "NEW" information I just received will be included in all future complaints. Since your service manager and dealership ignored all my requests for help before this issue took place there would be no evidence of issues prior to this taking place. Thanks you for your inadequate and expected response. [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

October 30, [redacted] ***, Operations [redacted] RE: [redacted] (VIN: [redacted] , [redacted] the “Vehicle”) Dear Mrs ***, Thank you for forwarding the complaint received in your office from Mr [redacted] as it pertains to his purchase of the Vehicle from CarMax of Laurel, MD (“CarMax”) on February 21st, At the time of purchase, Mr [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months or until the Vehicle exceeded 100,miles with a deductible of $***In the complaint, Mr [redacted] expresses concerns with CarMax’s efforts to clean pen and grease spots in the Vehicle and requests that CarMax refund him for the amount that it would cost to have the Vehicle professionally cleaned Mr [redacted] brought the Vehicle to CarMax on or about September 23, 2016, with several mechanical concernsDuring this visit, CarMax diagnosed the Vehicle at no cost to Mr [redacted] , and was able to submit his repairs to his ESP provider to be covered at the cost of his deductibleWhen Mr [redacted] came to pick up the Vehicle at CarMax, he mentioned that there were cosmetic concerns with the Vehicle, to include grease spots present in the car on the door handle as well as pen marks on the seat belt and leatherCarMax was not aware of having caused these concerns during the time of repair; however, in the effort of customer service, CarMax agreed to clean the spots per the request of Mr [redacted] Upon completion, Mr [redacted] was not satisfied with CarMax’s efforts to address this to their standards and requested for them to further detail these spots CarMax will not be participating in Mr [redacted] ’s desired settlement considering the effort previously made to resolve these cosmetic concerns as cleanliness and cosmetic quality of the Vehicle met CarMax’s standards at the time of Mr [redacted] ’s visitCarMax does not believe that these marks or spots were caused while the Vehicle was being repaired In the event that Mr [redacted] has any further questions, he is welcomed to contact me at [redacted] , ext*** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted] Analyst, Customer Relations

March 21, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: Mr [redacted] Complaint ID: [redacted] 2- [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated March 6, regarding the Vehicle purchased from the CarMax store located in Houston, Texas (“CarMax”) on or about January 18, In his complaint, Mr [redacted] describes concerns with the cosmetic quality of paint with the fenders and hood of the Vehicle, and requests that CarMax pay an estimated $1,for him to have the front end of the Vehicle repainted at a body shop of his choice CarMax’s records indicate that Mr [redacted] was in communication with both the Senior Management Team at the store, as well as a Customer Relations Analyst, regarding his concerns starting on or about February 10, During this period, notes state that the Vehicle was inspected and the paint was verified as exceeding CarMax’s standardsCustomer Relations records indicate that Mr [redacted] was presented with the option to return the Vehicle outside of CarMax’s 5-Day Money-Back Guarantee on or about February 29, Starting on this date, Mr [redacted] was given one week to return the Vehicle if he wished to do so CarMax did not receive confirmation from Mr [redacted] that he would like to return the Vehicle within his offered extension period, and as such, will not be participating in another return offer at this pointAs the Vehicle was noted as exceeding cosmetic standards after multiple inspections, CarMax will not be participating in covering the expenses for repainting the front-end of the Vehicle, as requested by MrHunterShould Mr [redacted] have any additional concerns he would like to discuss regarding the Vehicle, he is encouraged to contact the location by calling 281-970- CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension ***, with any questions you may have Sincerely, Kristina S [redacted] Analyst, Executive Response Team

January 18, [redacted] Re: Ms [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] I am writing in response to your letter dated December 30, 2016, wherein you forwarded a complaint from Ms [redacted] regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about November 25, In the complaint Ms [redacted] requested for CarMax to do one of the following: (a) repair the Vehicle as quickly as possible; (b) offer to extend the Vehicle’s manufacturer’s warranty, up to 50,miles; or (c) complete a full return of the Vehicle In addition to this, Ms [redacted] also requested that a member of CarMax contact her by phone in order to address the concerns noted in the complaint.Per the request of Ms [redacted] , a member of CarMax’s Customer Relations team connected with her by phone on January 9, During the call, Ms [redacted] reiterated the content provided in her complaint, while also sharing that she’d recently spoken with MrArmando G [redacted] **., the Location General Manager of CarMax Ms [redacted] shared that during this call with MrG [redacted] ***, he offered to either repair the concerns with the Vehicle (at no cost to her) or refund any remaining portion of her MaxCare extended service plan.While speaking with the Customer Relations Team member (on January 9, 2017), Ms [redacted] mentioned that she did not accept either of the two options provided by MrG [redacted] ** However, during this call (on January 9, 2017), Ms [redacted] made a final request for the Customer Relations team member or MrG [redacted] **to call her back regarding any available options to extend her manufacturer’s warranty up to 50,miles.Due to CarMax’s inability to offer an extension of a manufacturer’s warranty, they were unable to honor her request made by phone on January 9, However, as a gesture of customer service, CarMax offered to cover the cost of any deductible incurred until the Vehicle’s odometer reaches 50,miles In addition, CarMax also repaired the three concerns noted in Repair Order # [redacted] (at no cost to Ms [redacted] ) on or about January 12, CarMax appreciates the opportunity to respond and consider the above the resolution to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W [redacted] Analyst, Executive Response Team

May 29, [redacted] Revdex.com Moorefield Park Drive Suite Richmond, VA Re: MR [redacted] Dear Mrs***, Thank you for forwarding the complaint [redacted] received in your office from Mr [redacted] regarding the *** [redacted] ***, [redacted] (the “Vehicle”) that was purchased on or about May 1, from the CarMax store located in Orlando, Florida (“CarMax”) In this complaint, Mr [redacted] is requesting CarMax accept full return of the Vehicle or to allow Mr [redacted] to take the Vehicle to a mechanic of his choosing Mr [redacted] originally purchased the Vehicle on or about April 24, from the CarMax located in Sanford, Florida He returned the Vehicle on or about April 26, citing a concern with the ABS light engaging Mr [redacted] purchased the Vehicle again on or about May 1, from the Orlando, Florida location Mr [redacted] expressed a concern regarding the Vehicle’s ABS on or about May 4, The Vehicle was serviced by CarMax and a Volkswagen dealership and returned to Mr [redacted] on or about May 11, Volkswagen found no issues with the ABS Mr [redacted] advised CarMax that he was still having concerns with the ABS and the Vehicle was taken to a different Volkswagen dealership on or about May 12, The dealership advised that the ABS light was only activating when the Vehicle was driven above miles per hours and then the brakes were rapidly engaged They advised the Vehicle was performing as designed and no repairs were needed Mr [redacted] previously expressed other concerns with the Vehicle and CarMax covered those repairs completed by Volkswagen in the amount of $1, After the Vehicle was returned to Mr [redacted] on or about May 18, he advised CarMax and Volkswagen that he still felt there was a failure with the ABS A CarMax technician, Service Manager and a Volkswagen technician, Service Manager and Service Director all confirmed that the Vehicle’s ABS is performing properly CarMax is declining the settlement request as set forth in the complaint CarMax is confident in the opinions received from the two Volkswagen dealerships and will not be participating in any further service to the Vehicle’s ABS CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] Analyst, Customer Relations