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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] To whom it may concernI did finally receive my vehicle registration (100) days after I purchased the vehicleI was unable to drive the vehicle for days because there was no registrationAccording to California Law they were in violationSincerely, [redacted]

June 20th, [redacted] 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 Mr [redacted] regarding his purchase of the Vehicle from CarMax of Columbia, SC (“CarMax”) on October 22nd, In his complaint, Mr [redacted] states that the Vehicle purchased was involved in an odometer rollback and also had existing frame damage prior to purchaseMr [redacted] requested that CarMax refund “the amount of money that was overpaid and for the difference of what [the Vehicle] was actually worth at that time.” CarMax was aware of Mr***’ concerns prior to receiving this complaint and was in communication with Mr [redacted] after the complaint was submittedCarMax completed previous repairs on the Vehicle throughout Mr***’ ownership and has not found any evidence of frame damage after inspectionA review of CarMax records indicate that the Vehicle did have an incorrect mileage reported via an auction company on a [redacted] vehicle history report prior to Mr***’ purchaseCarMax was unaware of this discrepancy as customers are provided with an AutoCheck vehicle history report prior to purchaseThe Vehicle was never titled improperly due to this discrepancy, and the concern does not have any impact on value of the Vehicle CarMax Customer Relations spoke with Mr [redacted] regarding these concerns on approximately June 15th, 2016, and offered to appraise the Vehicle at any time Mr [redacted] would like If Mr [redacted] has any further questions regarding this concern, he is welcomed to contact me at [redacted] Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted]

... June 3, 2015 Via Electronic Mail [redacted] ***, Operations Team Leader RevDex.com 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Re: [redacted] Dear Ms. ***: I am writing in response to your letter which forwarded the complaint of [redacted] ***. On February 17, 2015, Ms. [redacted] purchased a [redacted] ***, VIN [redacted] (the “Vehicle”), at the CarMax of Riverside, CA. In her complaint, Ms. [redacted] is requesting CarMax exchange the Vehicle or repair the Vehicle at no cost to her. Ms. [redacted] did reach out to CarMax after an oil change had been performed by another facility. During that service visit, Ms. [redacted] was advised of several concerns and stated that she was waiting on a new sunroof since March. A review of CarMax’s records indicates that Ms. [redacted] had an appointment on March 11, 2015 for water leaking from her sunroof. CarMax diagnosed the leak to be clogged drain lines in the sunroof assembly. CarMax unclogged the drain lines and cleaned the sunroof seals for surface mold. There was no mention of replacing the sunroof at that time. Ms. ***’s other concerns were that the brakes needed replacement and an oil leak was found. Since these concerns were out of CarMax’s limited 30 day warranty, CarMax offered to set up an appointment to diagnose the concerns at no cost and offered to help with the cost of the repairs. An appointment was scheduled but Ms. [redacted] failed to show for her appointment. CarMax declines Ms. ***’s request as set forth in her complaint. CarMax appreciates the opportunity to respond to this complaint. Should Ms. [redacted] wish to pursue repairs at this time, she is welcome to contact CarMax to schedule an appointment to have the Vehicle diagnosed at no charge. If you have any questions, please call me at [redacted] , ext ***. Sincerely, [redacted] Customer Relations Analyst

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, a user not listed on the paperwork at the time of sale called CarMax’s finance division and received information pertaining to the purchase of the Vehicle Therefore, [redacted] is requesting to be contacted by the business for further deliberation.CarMax’s records indicate that CarMax’s Location General Manager, [redacted] , called and left a voicemail with [redacted] on the dates of [redacted] *** and [redacted] *** CarMax has not heard back from [redacted] as of today’s date; but encourages her to contact [redacted] at [redacted] , extension *** at her earliest convenience.CarMax appreciates the opportunity to respond to this complaint and welcomes the opportunity to speak with her further regarding this matter.Please contact me at [redacted] , extension ***, with any questions you may have.Sincerely, [redacted] ***

March 13, [redacted] RE: [redacted] VIN: [redacted] (the “Vehicle”) Thank you for forwarding the complaint received in your office from Ms [redacted] as it pertains to her purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on January 2, At the time of purchase, Ms [redacted] also elected to purchase a MaxCare extended service plan (“ESP”) for a term of months or until the Vehicle exceeded 150,miles with a deductible of $***.00.In the complaint, Ms [redacted] requests that CarMax replace the Vehicle with zero negative equity or replace the engine and electrical system with new parts CarMax’s records indicate that no repairs have been completed on the Vehicle since on or about July 31, 2015; however, it is noted CarMax recommended that Ms [redacted] take the Vehicle to [redacted] in [redacted] (“ [redacted] ***”) since on or about July 31, due to the specific repair concerns on the Vehicle [redacted] has completed several mechanical repairs on the Vehicle; each of which being covered under the terms of Ms [redacted] ’ ESPMs [redacted] ’ last service visit to [redacted] occurred on or about July 31, Considering Ms [redacted] ’ continued repair concerns and requested settlement, CarMax agreed to provide Ms [redacted] with an appraisal offer for the Vehicle in the amount of $***.00, on or about March 3, CarMax will not be participating in any additional compensation related to the negative equity associated with Ms [redacted] ’ loan for the Vehicle and is currently working with Ms [redacted] to find a replacement vehicle In the event that Ms [redacted] has any further questions, she 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

August 21, 2015 BBB Serving Central Virginia, Inc. 720 Moorefield Park Drive Suite 300 Richmond, VA 23236 RE: Consumer Complaint of [redacted] ... Dear Sir/Madam: Thank you for sharing [redacted] complaint and providing us an opportunity to respond. Mr. [redacted] alleges that we guaranteed him credit for his vehicle purchase and are not honoring this guarantee. Mr. [redacted] complaint is without merit. On July 26, 2015, Mr. [redacted] visited our store in [redacted] and financed the purchase of a [redacted] (the “Vehicle”) as evidenced by the Retail Installment Contract (the “Contract”) attached hereto for reference. When Mr. [redacted] signed the Contract and took delivery of the Vehicle, the credit had been extended and the Contract was final; we do not engage in the practice of spot deliveries. On his credit application, Mr. [redacted] made certain representations regarding his income and employment status which he sought to substantiate by providing a pay stub. Subsequent to Mr. [redacted] ’s purchase, upon a closer examination of his pay stub, concerns arose regarding its legitimacy and the representations made by Mr. [redacted] . For several weeks, we have tried to contact Mr. [redacted] (by phone and in writing) and his employer, [redacted] , to verify his representations. Mr. [redacted] has not returned any of our phone calls and had been completely unresponsive. We additionally have had no success in verifying Mr. [redacted] ’s information with [redacted] . Under the Contract, Mr. [redacted] made the following representations and promises, among others: You promise that you have given true and correct information in your credit application. You understand that in entering this Contract we have relied on the representations you have made to us. Upon request, you agree to provide us with documents and other information necessary to verify any item contained in your credit application. Despite our persistence in attempting to reach Mr. [redacted] , he has failed to satisfy these representations and therefore is in default under the Contract. Accordingly, we have asked Mr. [redacted] to either substantiate his information or return the Vehicle to us. In the interest of customer service, we will provide Mr. [redacted] an additional 10 days from the date of this letter to contact [redacted] , our Director of Finance Operations and Risk, at [redacted] . If Mr. [redacted] is unresponsive or cannot verify his information, we will pursue the remedies available to us under the Contract. Thank you for bringing this matter to our attention. If you have any questions or concerns, please feel free to contact me at [redacted] extension ***. Sincerely, [redacted] [redacted]

May 9, RE: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint received in your office from [redacted] , regarding the Vehicle purchased July 14, at the CarMax store in Torrance, CA (“CarMax”) In the complaint, Mr [redacted] states ongoing concerns related to his shocks and Hybrid battery and he requests that CarMax refund all monies that he has spent on the Vehicle On or about August 12, 2016, Mr [redacted] brought the Vehicle to CarMax stating that the Vehicle was rattling CarMax diagnosed the exhaust pipe support bar as being bent CarMax then repaired the Vehicle at no cost to Mr [redacted] under CarMax’s 30-Day Warranty Mr [redacted] brought the Vehicle to Carmax and had it appraised twice between January 14, and January 28, The appraisal offer presented to Mr [redacted] did not change between visits and positively took into account that it was a previous CarMax vehicle On or about March 14, 2017, after receiving the second appraisal offer, Mr [redacted] reached out to the Customer Relations Department and spoke with Crystal regarding the shocks and Hybrid battery in his Vehicle On or about March 15, 2017, Mr [redacted] spoke with CarMax management, who informed him that Hybrid batteries and shocks are considered wear and tear items and repairs would be his responsibility Additionally, the 100,000/8-year warranty on his Hybrid Battery had expired In an effort to assist, CarMax facilitated an appointment for Mr [redacted] at a trusted vendor specializing in Hybrid components for diagnosis and pricing As a gesture of good will, Mr [redacted] was provided with a loaner vehicle at no cost to him and all diagnosis fees were waived CarMax appreciates the opportunity to respond to this complaint Because shocks and batteries are considered wear and tear items, as well as the length of ownership and mileage driven, CarMax will not be participating in the desired settlement Please contact me at [redacted] , extension ***, with any questions you may have Sincerely, Cristen P [redacted] CarMax Customer Relations

October 18, [redacted] ***, Operations [redacted] Re: Mr [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms ***: Thank you for forwarding the complaint dated October 12, 2016, regarding the Vehicle purchased from the CarMax store located in [redacted] , [redacted] (“CarMax”) on or about October 7, In the complaint, Mr [redacted] states that when he brought the Vehicle to another facility, Mr [redacted] was informed that three panels on the Vehicle had been repaired and repainted, which was seen by overspray and damage to the paintBased on this, Mr [redacted] requests that CarMax reimburse him for the cost of having a specialist fix the overspray and paint damage at an estimated cost of $ [redacted] - $*** CarMax has reviewed Mr [redacted] s request and has elected to provide him with the resolution he has requestedMr [redacted] will receive a check in the mail from the CarMax Home Office once his reimbursement has been processed, within business days However, if he fails to receive this refund, he may contact myself at (800)519-1511, extension *** CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension ***, with any questions you may have Sincerely, Gabrielle P [redacted] Analyst, Executive Response Team

April 21, Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated April 5, regarding the Vehicle purchased from the CarMax store located in [redacted] ***, California (“CarMax”) on or about April 1, In the complaint, [redacted] describes concerns with the Vehicle’s gas gauge and engine, as well as his frustration regarding communication with the CarMax service center [redacted] requests that CarMax repair the Vehicle or allow him to get a comparable vehicle option without any hard credit inquiries through the financing processRecords indicate that [redacted] contacted CarMax on or about April 4, 2017, and CarMax was able get the Vehicle in for an appointment this same dateCarMax contacted [redacted] on or about April 5, 2017, to share that they were working on diagnostic testing and stated it was likely that the Vehicle would need to go to a vendor specialist for additional testing and repairsDuring this conversation, it’s noted that [redacted] shared his interest in looking into options for other similar vehicles, as he was unsure if he wanted to maintain ownership of the VehicleOn this date, CarMax also provided a loaner vehicle for [redacted] to ensure that he had transportation while the Vehicle was in for serviceCarMax followed up with [redacted] on or about April 6, 2017, confirming that the Vehicle would be towed to the vendorCarMax advised [redacted] that the Vehicle arrived to the vendor on or about April 7, CarMax then again spoke with [redacted] on or about April 10, 2017, stating that the Vehicle’s IDS connection needed repairs to allow for additional diagnostic testing [redacted] then visited CarMax on or about April 11, 2017, to look into options for different vehicles available within CarMax’s inventoryUpon browsing, [redacted] decided to maintain ownership of the Vehicle [redacted] received another update from CarMax on or about April 12, 2017, letting him know that the vendor would be repairing the Vehicle’s [redacted] computer module, once the component arrived [redacted] received additional progress updates from CarMax on or about April 14, April 17, and April 18, CarMax informed [redacted] on or about April 19, 2017, that the vendor confirmed that the Vehicle’s alternator also needed replacementRepairs to the Vehicle were completed as of April 20, Upon returning to the service center, CarMax cleaned and provided fuel for the Vehicle, then let [redacted] know that it was ready for him to pick upService records indicate that [redacted] collected the Vehicle from CarMax this same date As requested in [redacted] ’s letter, CarMax has addressed the mechanical concerns with the VehicleCarMax appreciates the opportunity to respond to this complaint and considers this matter closedPlease contact me at [redacted] , extension ***, with any questions you may have.Sincerely,Kristina R [redacted] Analyst, Executive Response Team

Thank you for forwarding the complaint, dated October 16, 2017, regarding the Vehicle purchased from the CarMax store located in Sanford, FL (“CarMax”) on or about November 19, In the complaint, Ms [redacted] states that a third party service provider found an odometer discrepancy on the Vehicle and requests that CarMax refund her the cost she paid to purchase the Vehicle CarMax was unaware of Ms [redacted] ’ concern prior to this complaintUpon receiving it, CarMax completed initial research into the concern and also made several attempts to reach Ms [redacted] on the phoneAccording to CarMax records, the Vehicle’s odometer reading was [redacted] miles when Ms [redacted] purchased it in Considering **,miles per year is considered use, it is reasonable that the Vehicle would currently have about [redacted] milesAlthough CarMax has not seen the Vehicle since Ms [redacted] purchased it, CarMax believes that the Vehicle’s odometer could be damagedDue to the specialized nature of this concern, CarMax recommends that Ms [redacted] bring the Vehicle to a ***-authorized repair facility for further diagnosisIf a concern is found with the Vehicle’s odometer, CarMax requests that Ms [redacted] send related paperwork to CarMax so that further review can be completedOn or around October 23, 2017, CarMax was able to reach Ms [redacted] ’s daughter on the phone to share this recommendation; however, as of October 27, 2017, CarMax has not been able to reach Ms [redacted] directly regarding this concern At this time, CarMax does not have sufficient information to respond to Ms [redacted] ’ requests and encourages her to share additional information regarding the diagnosis of the VehicleMs [redacted] may contact CarMax of Sanford at (***) ***- [redacted] regarding the diagnosis, or she may email [redacted] @carmax.com with related documentsCarMax appreciates the opportunity to respond to this complaintPlease contact me at (***) ***-***, extension [redacted] with any questions you may have Sincerely, Jennifer L [redacted] Analyst, Executive Response Team

April 3, Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated March 20, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about February 20, In the complaint, MrDeShields expresses concern with the mechanical quality of the Vehicle, noting issues with the front seat heaters, as well as the Vehicle stalling during operation Mr [redacted] requests that CarMax purchase the Vehicle back for the full retail price, plus the fees that he paid for the Vehicle’s taxes and tags, allowing him to purchase a different vehicle Service records indicate that the Vehicle arrived to CarMax on or about March 8, CarMax addressed the seat heater concern by completing repairs to the fuse and confirming that the seat heaters were workingCarMax then advised Mr [redacted] that the Vehicle would need to go to a Chevrolet dealer to look into what Mr [redacted] described as the Vehicle jerking or bucking when accelerating and braking, as CarMax was unable to duplicate this concern CarMax’s documentation states that the dealer service center completed extensive diagnostic testing while in possession of the Vehicle, including an extended road testDuring a daily check in call to Mr [redacted] from CarMax regarding the repair status on or about March 20, 2017, Mr [redacted] shared with the service associate that he wished to return the VehicleAs Mr [redacted] was outside of CarMax’s 5-Day Money Back Guarantee, he was offered the option of having the Vehicle appraised and receiving a written appraisal offer from CarMax, which he declinedCarMax received an update from the dealer service center on or about March 21, 2017, advising that the Vehicle was still operating as designed and the concerns had not been duplicatedOnce receiving the Vehicle back from the dealer service center, CarMax informed Mr [redacted] that it was available for him to pick up Prior to Mr [redacted] picking up the Vehicle on March 21, 2017, CarMax’s Location General Manager and Operations Manager called Mr [redacted] together to talk through his concernsDuring this conversation, it’s noted that CarMax presented the offer to keep the Vehicle for additional diagnostic testing, which Mr [redacted] declinedCarMax’s records indicate that Mr [redacted] shared during this call that he wanted to pick up the Vehicle from CarMax and see if he was able to duplicate the issues during operationMr [redacted] was encouraged to call the CarMax service center with any additional questions or concerns that he had with the Vehicle following this call While CarMax will not be participating in the requested settlement, CarMax will be happy to appraise the Vehicle and extend a written offerMr [redacted] is also encouraged to contact the CarMax service center at [redacted] option *, for any mechanical questions that he has about the Vehicle CarMax appreciates the opportunity to respond to this complaint Please contact me at [redacted] extension ***, with any questions you may have Sincerely, Kristina R [redacted] Analyst, Executive Response Team

RE: [redacted] Dear [redacted] ***, Thank you for forwarding the complaint received in your office from [redacted] as it pertains to her purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on [redacted] ***At the time of purchase, [redacted] elected to purchase a MaxCare Extended Service plan (“ESP”) valid for ** months or up until [redacted] miles on the Vehicle with a deductible of [redacted] In the complaint, [redacted] requests that CarMax return the Vehicle for a full refund CarMax spoke with [redacted] regarding the repairs she referenced in this complaint and that were performed on the VehicleEach of the repairs that [redacted] referenced were covered under the terms of her ESPCarMax has not completed any diagnosis or repair on the Vehicle since [redacted] ’s purchase and had no communication with her until this complaint At this time, CarMax will not be participating in [redacted] ’s requested settlement per the information above In the event that [redacted] would like to sell the Vehicle, she is welcomed to connect with CarMax for an appraisal If [redacted] has any further questions related to this matter, she is welcomed to contact me at [redacted] Sincerely, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Yes the carmax said that it might cause of a dust .But it's not trueit shouldn't make this kind of noise from the brakesi need to carmax to Replace the brakes because it is a Damaged brakes, and the sound it become loud and loud

February 2, [redacted] 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 Mrs [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on November 15, In the complaint, Mrs [redacted] claims that CarMax damaged the Vehicle’s fuse box during a service visit and that this damage has resulted in other service concerns with the VehicleMrs [redacted] requests that CarMax exchange the Vehicle for a different vehicle As Mrs [redacted] states in her complaint, she submitted a complaint to the [redacted] on or around November 8, Mrs [redacted] complaint implied that CarMax may have damaged her fuse box CarMax denies this; however, as a gesture of good will, CarMax agreed to reimburse Ms [redacted] half of the cost to repair the fuse box only CarMax is happy to provide a copy of the complaint and response if requested On or around January 10, 2017, Mrs [redacted] called CarMax Customer Relations in regards to the repairs needed on the Vehicle CarMax contacted the [redacted] dealership which was working on the Vehicle and learned that a [redacted] field engineer had inspected the Vehicle, concluding that the damage to the Vehicle was the result of a lighting strike Upon learning this, CarMax encouraged Mrs [redacted] to resubmit a claim through her auto insurance, providing them with this new information about the engineer’s findings As CarMax is not responsible for damage caused by a weather event, CarMax declines Mrs [redacted] request to exchange the Vehicle CarMax is confident that resubmitting a claim to her auto insurance is the best next step for Mrs [redacted] to take in order to resolve her concern 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 [redacted] ext*** Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations

February 24, [redacted] Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated February 11, regarding the Vehicle purchased from the CarMax store located in [redacted] ***, [redacted] (“CarMax”) on or about November 7, In the complaint, Mr [redacted] states that he has experienced multiple issues with the Vehicle since purchase, causing him to be without the Vehicle for an extended period of timeHe outlines the following concerns with the Vehicle: an oil line leak, inoperable sunroof and [redacted] system, as well as two exterior lights not functioning properlyMr [redacted] requests that CarMax quickly fix the Vehicle under his 30-Day Limited Warranty and provide him with compensation for his experienceMr [redacted] dropped off the Vehicle on or about December 1, at the CarMax store located in [redacted] According to service records, repairs were completed on or about December 8, and no oil line leak was present at that timeCarMax was unable reach Mr [redacted] via phone from on or about December 8, to December 14, When Mr [redacted] contacted CarMax back, they shared with him that the Vehicle did not come equipped with [redacted] , but offered to install an aftermarket [redacted] system free of charge as a gesture of goodwill Mr [redacted] came to pick up the Vehicle on or about December 21, and had not communicate his decision regarding moving forward with CarMax’s offer to install the [redacted] Mr [redacted] brought the Vehicle to the CarMax store located in [redacted] for additional repairs on or about January 12, During this appointment CarMax addressed the sun roof concern, then replaced the rear tag lamps, and an indicator light on the dashboardAccording to CarMax’s records, no oil line leak was present at that timeThe service team was not aware that the CarMax Service Department in [redacted] had already shared that the Vehicle was not yet equipped with that feature, and reiterated this message to Mr***On or about January 30, 2017, Mr [redacted] brought the Vehicle back for installation of the aftermarket [redacted] system and for CarMax to further address his sunroof concernCarMax also showed Mr [redacted] how it would be installed, getting his placement approvalAfter the system was installed, Mr [redacted] shared that he was unhappy with the placement and requested reinstallationDue to this, CarMax was unable to complete the Vehicle’s sunroof repair at that timeCarMax will not be participating in providing Mr [redacted] with compensation for his experienceHowever, CarMax has offered to partner with a repair facility closer to MrNorth’s place of residence to assist in completing the sunroof repair under the 30-Day Limited WarrantyCarMax will schedule an appointment for Mr [redacted] at his convenience and 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 haveSincerely, Gabrielle P [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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] AFTER CAREFULLY REVIEWING THE DOCUMENT OF MR [redacted] AND THE RECORDING OF THE PHONE CALLS BETWEEN MR[redacted] AND CARMAX, THERE SEEN TO A MISUNDERSTANDING WITH CARMAX AS THEY HAVE REPLY THAT MR [redacted] AGREED TO TAKE THE FIVE HUNDRED DOLLAR CHECK AS OF JULY THE 1ST MR [redacted] DID IN FACT SPOKE WITH [redacted] ON A RECORDED LINE AND DID ADVISE HIM THAT HE DIDN'T WANT THE CHECK AND THAT HE DIDN'T AGREED TO ANYTHING AS MREARL HORN DID IN FACT CALL MR [redacted] ON 06/24/AT 9AM THAT MORNING TO ADVISE HIM THAT HE WILL BE CALLING HIM BACK AT 1PM THAT AFTERNOON AND DID NOT RETURN THE CALL TO MR[redacted] UNTIL 2PM, AS THEY WAS ON A RECORDED LINE AS WELL, MREARL HORN DID STATED TO MR [redacted] THAT DIDN'T HAVE TO BRING THE CAR BACK IN TO THE JACKSONVILLE LOCATIONSO CARMAX HAS NOT BEEN UP FRONT ON ANYTHING THEY BEEN SAY AS THE CAR VALUE HAS BEEN OVER PRICE AND AS WELL THE ADVERTISEMENT OF THE ENGINE CARMAX IS TRYING TO PLACE MR[redacted] AT RISK OF NOT BEING ABLE TO HAVE ANOTHER CAR REFINANCE AND WOULD REQUIRED ANOTHER CREDIT CHECK THAT WILL HURT MR[redacted] CREDIT AND THEY HAVE DONE SO FAR..CARMAX HAS ALSO PAID TAXES ON THIS SAME CAR THAT ONLY VALUE AT 17,ON THE SAME DAY OF MR[redacted] BUYING THE CAR AS MR[redacted] HAS INFORM THEM OF THIS TOO WITH VIA TEXT MESSAGES TO THE SALES PERSON WHO HELP MR[redacted] TO BUY THE CARENGINE AS WELL CAR PRICE IN PRICE CHANGEMRREQUESTED THAT CARMAX PAY THE REASONABLE MOUNT OF 10,THE ENGINE IS AND THE CAR PRICE IS 5,THEIR WAS A 5,MARKUP ON THIS CAR...! THANK YOU?

April 18, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: Mr [redacted] Complaint ID: [redacted] [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated April 4, regarding the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”) on or about September 22, In his complaint, Mr [redacted] describes concerns regarding the Vehicle’s wheel bearings and requests that CarMax reimburse him the expense for those repairs CarMax’s records indicate that the service department connected with Mr [redacted] regarding obtaining his receipt on or about April 5, Records state that processing of this refund was completed soon thereafter and reimbursement check number [redacted] was sent to Mr [redacted] on or about April 13, Should Mr [redacted] have any issues receiving that reimbursement, he is encouraged to reconnect with the CarMax Irvine location by calling 949-341- 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

February 24, 2016 [redacted] ***, Operations Supervisor 720 Moorefield Park Drive, Suite 300 Richmond, VA 23226 RE: [redacted] VIN: [redacted] 2012 [redacted] (“the Vehicle”) Dear Mrs. ***, ... Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of Laurel, MD (“the Vehicle”). In his complaint, Mr. [redacted] states that his vehicle has been in for repairs for 55 out of the 90 days he has owned the Vehicle. Mr. [redacted] requests a “power train warranty” be provided on the Vehicle so he can take it elsewhere for service. As of February 24, 2016, CarMax has sublet the vehicle to Heritage Volkswagen for further diagnosis and repairs. CarMax is covering the cost of diagnosis and repair. CarMax Customer Relations is in continual communication with Mr. ***, and will work with him until all issues are resolved. If Mr. [redacted] has any additional questions, he may contact me at 1-800-519-1511 ext. ***. Sincerely, Jennifer [redacted] Analyst, CarMax Customer Relations

DATE \@ "MMMM d, yyyy" July 26, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Account [redacted] [redacted] Dear Sir/Madam: Thank you for sharing [redacted] dissatisfaction with our complaint response We were sorry to hear that she was not satisfied with our resolution to her concerns Upon learning of Ms [redacted] dissatisfaction, we immediately reached out to her She advised that while she did receive our Release of Lien, she was unhappy with the fact that she would have to go to the DMV to complete the process of getting a title without our name listed as lienholder When we advised her that she could skip this process and keep the Release with the title, she was unhappy with the prospect of keeping track of an additional document I am happy to report that we were able to find a solution that was satisfactory to Ms [redacted] We asked that Ms [redacted] send us her certified duplicate copy of her title so that we could notate our release on the title and send it back to her We sent Ms [redacted] a [redacted] overnight envelope so that she did not incur any expenses We received Ms [redacted] title on July 20, We notated the title and immediately sent it back to her She received the notated title on July 21, In addition, we reimbursed Ms [redacted] the [redacted] she spent on the certified copy of the title She received this reimbursement via [redacted] on July 25, Thank you, again, for bringing Ms [redacted] dissatisfaction with our complaint response to our attention so that we had the opportunity to find an alternative solutionIf Ms [redacted] needs anything further, I hope that she will contact [redacted] Sincerely, Brent A***

March 2, [redacted] Re: [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] I am writing in response to your letter dated February 6, 2017, wherein you forwarded a complaint from Mrs [redacted] regarding the Vehicle traded in at the CarMax store located in [redacted] (“CarMax”) on or about January 15, Mrs [redacted] states that after CarMax paid off the Vehicle’s auto loan with [redacted] (the “Lienholder”), she was later contacted by them and informed that there was a remaining balance on the account in the amount of $ [redacted] Mrs [redacted] does not request a desired resolution in the complaint but asks that CarMax find a fair resolution to resolve this matter Records indicate that CarMax appraised the Vehicle for $ [redacted] on or around January 15, 2017; which would leave her with positive equity in the amount of $ [redacted] (after CarMax paid her Lienholder $***to satisfy the remaining balance of the loan) After providing Mrs [redacted] with this information, she elected to sell the Vehicle to CarMax the same day However, following the acceptance of this offer, Mrs [redacted] states that her Lienholder advised her that there was a remaining balance of $ [redacted] on her [redacted] auto loan account.In researching this matter further, CarMax discovered that while they had received an estimated payoff in the amount of $***(at the time of purchase), the actual payoff for the Vehicle was $*** Therefore, CarMax sent an ACH payment to her Lienholder in the amount of $***.00, leaving a remaining balance on the account of $ [redacted] (of which included a payment of $ [redacted] that had recently been stopped by Mrs [redacted] ) As a gesture of customer service, CarMax paid her Lienholder the $ [redacted] to satisfy the balance of the loan and applied the outstanding balance of $ [redacted] to the back-end of her new auto loan with CarMax Auto Finance.CarMax appreciates the opportunity to respond and finds the gesture of customer service the resolution to this complaint Mrs [redacted] may contact me at [redacted] ext [redacted] if she has any additional questions or concerns.Sincerely,Nekia W [redacted] Analyst, Executive Response Team