Bastian Roofing

September 3, [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 [redacted] (“CarMax”) on April 18th, At the time of purchase, the Vehicle had 87,miles registered on the odometer and was still under manufacturer warranty through [redacted] A review of National Highway Traffic and Safety Administration (“***”) records indicate that there are no current open recalls on the VehicleAt the time of purchase, a sales consultant provided Mr [redacted] with the necessary information to address any future recalls that may occur with the Vehicle CarMax took the Vehicle to a [redacted] dealership, Subtlety [redacted] , to address Mr ***’ concern with the dashboard on January 12th, If this concern has returned, CarMax recommends that Mr [redacted] speak directly with Subtlety [redacted] to address the concerns associated with the work performed under [redacted] warranty Additionally, CarMax will take the Vehicle to the [redacted] dealership on Mr***’ behalf if he would prefer this optionIf Mr [redacted] would like to sell the Vehicle, CarMax would be happy to complete an appraisal In the event Mr [redacted] has further questions, he may reach me directly at [redacted] ext*** Sincerely, [redacted]

April 6, [redacted] Revdex.com Moorefield Park Drive Suite Richmond, VA [redacted] 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 July 26, at the CarMax store located in Southlake, Georgia (“CarMax”) In this complaint Mr [redacted] is requesting information about the titling process and for CarMax to apply for a title for him to the Vehicle According to our records, Mr [redacted] purchased the Vehicle in Georgia, and was residing in Georgia based on the address listed on his Retail Installment Contract Usually, CarMax would assist Mr [redacted] processing title and registration paperwork with the GA DMV on his behalf In Mr [redacted] case, his lienholder, Exeter Financial, informed CarMax that there was a problem with the funding of the Vehicle loan CarMax has been in communication with Mr [redacted] on multiple occasions Mr [redacted] would have been responsible for registering and titling the vehicle properly with the state of Texas, if that is where he currently resides; however, as of September 10, 2015, the Vehicle is titled to CarMax As of September 8, Mr [redacted] case had been turned over to the CarMax Credit and Collections Recovery department Mr [redacted] is encouraged to contact Mary A [redacted] at [redacted] extension [redacted] if there are any further questions If needed, the Revdex.com can also please review the Revdex.com response submitted by CarMax Auto Finance in August of CarMax appreciates the opportunity to respond to this complaint, and I am unable to respond further about this matter Sincerely, [redacted]

May 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 May 5, regarding the Vehicle purchased from the CarMax store located in Norcross, Georgia (“CarMax”) on or about February 3, In his complaint, Mr [redacted] describes concerns with size of the Vehicle’s tires, which he expresses is owned by his stepsonMrLewis requests that CarMax reimburse the Vehicle’s owner for the cost of the new tires CarMax’s records indicate that the Customer Relations department and management at the Norcross location have been in contact with the Vehicle’s owner regarding his concerns, and have fully resolved this concern by issuing the reimbursement Should the owner of the Vehicle have additional questions or concerns, he is encouraged to call the CarMax Norcross location at 770-263- 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

Dear Sir/Madam: Thank you for sharing [redacted] ***' complaintand providing us the opportunity to respondIn his complaint, Mr [redacted] states that he made a payment on September 9, He states that he called us three times over the next four days and was told repeatedly that his payment had posted to his accountThen, on September 14, he was contacted and told that his payment was past dueMr [redacted] is representing that we made a mistake by telling him his August payment was posted and then later notifying him of his past due statusHe is seeking a credit or an extension for his past due paymentHowever, it is our conclusion that Mr***' complaint is without meritMr [redacted] made a $payment on September 9, to satisfy his August 23, due dateOur account record reflects that he called three times between September and September 13, and was provided this payment information by an associate and our automated systemHowever, Mr***' payment was returned for non-sufficient funds on September 14, Until his bank notified us of the non-sufficient funds on September 14, 2016, his account did in fact reflect paidIt is for this reason that we cannot provide the relief that MrWoods seeksThank you, again, for bringing this complaint to our attention and for the opportunity to respondWe sincerely hope that this explanation is helpful to Mr***If you need any additional information regarding the above, please contact Jennifer A [redacted] at (770) 792-x***

September 26, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: Mrs [redacted] Complaint ID: [redacted] [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated September 9, regarding the Vehicle purchased from the CarMax store located in Fort Worth, TX (“CarMax”) on or about August 30, In the complaint, Mrs [redacted] states concerns regarding the tire pressure light coming on before she purchased the Vehicle, and then again once she drove the Vehicle homeMrs [redacted] shares that when she reached out to CarMax she was told there was nothing that they could offer herAfter this, Mrs [redacted] took the Vehicle to a tire shop where a nail was found in the sidewall of two tiresMrs [redacted] requests that CarMax replace all four tires at no cost to her According to CarMax’s records, the Vehicle’s on-going issues with the TPMS light had never been brought to CarMax’s attention by Mrs [redacted] until the receipt of this complaintTherefore, CarMax’s service department was not given the chance to verify the issues Mrs [redacted] was experiencing with the Vehicle Therefore, CarMax is unwilling to provide Mrs [redacted] with the resolution that she seeks, but has attempted to reach her by phone to discuss what options might be available at this timeIf Mrs [redacted] would like to connect back with CarMax’s service department, she can call them at 817-801- option 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

May 19, [redacted] Revdex.com Moorefield Park Drive Suite Richmond, VA Re: MRS [redacted] Dear Mrs***, Thank you for forwarding the complaint [redacted] received in your office from Mrs [redacted] regarding the [redacted] ***, [redacted] (the “Vehicle”) that was purchased on or about November 5, from the CarMax store located in Nashville, Tennessee (“CarMax”) In this complaint, Mrs [redacted] is requesting reimbursement for two payments toward the Vehicle loan CarMax recognizes and apologizes for the frustration and inconvenience Mrs [redacted] has experienced with the Vehicle since purchase CarMax and [redacted] have worked diligently to address the outstanding mechanical concerns with the Vehicle On or about May 8, 2015, CarMax offered Mrs [redacted] the option of a full return on the Vehicle, or to continue the repairs as well as a reimbursement for two Vehicle loan payments Mrs [redacted] advised CarMax she wanted to maintain ownership of the Vehicle and continue with the repairs Location General Manager, [redacted] is working with Mrs [redacted] to process a reimbursement for the loan payments in the form of a check in the mail [redacted] can be reached at [redacted] *** CarMax considers this matter resolved CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] ***, if you have any questions Sincerely, [redacted] Analyst, Customer Relations

January 14, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated January 13, regarding the Vehicle purchased from the CarMax store located in Stockbridge, Georgia (“CarMax”) on or about October 14, In his complaint Mr [redacted] describes concerns relating to inoperable speakers and unevenly worn tires, and requests that CarMax replace the rear speakers and front tires CarMax’s records indicate that the service department looked into Mr [redacted] ’s speaker concern during visits on or about November 11, and December 17, The service department was unable to duplicate this issue on either visit, and found the speakers operating as designedCarMax’s records indicate that the service department inspected the tires again at the most recent appointment, and determined that the tread depth was still above the minimum required by the State of Georgia and did not show signs of ab wear While CarMax declines to replace the front tires as requested, CarMax offers Mr [redacted] the option to purchase tires at the discounted rate of wholesale cost, should he wish to do soCarMax encourages Mr [redacted] to continue working with the CarMax service department to diagnose the speaker concernIf the speaker concern is duplicated at our service center, CarMax will assist with necessary speaker system repairsMr [redacted] is encouraged to contact the Southlake service department directly at 770-506-8484, option 4, should he wish to proceed with the options of assistance CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension [redacted] with any questions you may have Sincerely, Kristina S [redacted] Analyst, Customer Relations

May 17th, [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 Mr [redacted] regarding his purchase of the Vehicle from CarMax of Memphis, TN (“CarMax”) on November 21st, In his complaint, Mr [redacted] requested that CarMax reimburse him for the cost of leather installation in the Vehicle or complete the installation of leather for which Mr [redacted] previously paid As stated in his complaint, Mr [redacted] purchased leather to be installed in the Vehicle at the time of saleThe amount of this installation was included in the terms of his loan on the VehicleCarMax scheduled a service appointment to have the leather installed in approximately December of Mr [redacted] was unable to make this appointmentCarMax has no record of subsequent service nor any record of Mr [redacted] scheduling an appointment for installation CarMax processed a reimbursement for the leather installation on approximately April 11th, in the amount of $1,At that time, CarMax returned this amount to the principal balance of Mr***’ loan for the Vehicle through CarMax Auto FinanceCarMax communicated this with Mr [redacted] on May 14th, In the event Mr [redacted] would still like to have leather installed in the Vehicle, CarMax will make an appointment for the installation and Mr [redacted] will be responsible for the cost which was previously reimbursed If Mr [redacted] has any further questions, he is welcome to contact me at 855-562-4935, ext*** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted] Analyst, CarMax 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I have finally figured out how to send all the documents as one fileI am sending them to you as a link located at the bottom of this email The documents I have attached in this email are all related to the services that I have had to get since buying the [redacted] a year and a half agoAs you can see it has been a lot and has occurred frequently I am refusing Carmax's "offer" because honestly no deal, offer or compromise has ever been given to me at all at any timeI am paying for an unreliable vehicle that was supposedly inspected by Carmax and listed as a certified, reliable vehicle, by Carmax, and the vehicle has had problems since I first bought itI have the max care coverage from Carmax but it is unfair to have to bring the vehicle in at least once a month, sometimes twice a month to have the same problems, and new problems, fixedThat is not a reliable vehicleOnce the vehicle is in being serviced, it stays in the service department for two weeks to a month each timeI have one vehicle and I, along with my family, rely on the one vehicleOnce the vehicle is being serviced, I am given a small sedan sized loaner vehicle when I am covered for a large SUVI have many kids that rely on the vehicle that I am paying for because of its size As far as the $deductible that Carmax mentions waiving for me as a sign of good customer service, it was explained to me that if a problem happens more than once on that vehicle then I don't need to pay a deductibleI was also explained that if I ever were to pay a deductible it would be a $deductible if the vehicle was serviced at Carmax, and a $deductible if the vehicle was serviced elsewhereAs you can see in the documents I have provided, the same problems, in addition to new problems, have occurred on the vehicle sometimes more than twice Therefore, the $deductible was never charged because the problems were the same problems over and over I am going through too much emotional and mental stress and fear of losing my job because of this unreliable vehicle I am paying close to $a month for a vehicle that was inspected by Carmax and listed as a certified vehicleIt seems like all CarMax relies on is the good insurance that their customers have because without good insurance the problems that occur with the vehicles have to be paid out of pocketThe vehicle is only serviced because I have good insurance and the max care I would like to come to some type of agreement on giving me money back for purchasing a vehicle that was falsely advertised In the following paragraphs, I will be listing the problems with the vehicle, how many times those problems occurred and the loaner vehicles that were given to me by Carmax [redacted] - 5, (10/10/2013), refer to the first service done on the vehicleAs you can see, on pg and 3, the brake booster had to be replaced (first time but not the last)No charge because it was within the first daysPg refers to the back A.Csystem having to be replaced (first time but not the last) [redacted] refers to the loaner vehicle that was given to me while my vehicle was being serviced (notice it is a small sized sedan, Hyundai Sonata.) Given to me as the loaner vehicle when I have many kids relying on a larger SUV sized vehicle [redacted] -12, (10/16/2013), refer to the second time I had to bring my vehicle in for service, which was only days after the first time I brought it in, and only day after getting it back from the first serviceAs you can see on [redacted] 10, the A.Chad to be replaced again (second time) and it was sent to the dealer to be replaced [redacted] also refers to the check engine light being on (first time but not the last) [redacted] also refers to the stabilitrac sensor having to be sent to the dealer to be serviced (first time but not the last) [redacted] refers to the loaner vehicle given to me while my vehicle was being serviced for the second timeThe loaner this time was an SUV but still not a large sized SUVI guess Carmax was thinking that would suffice, even though the vehicle I'm paying for, the [redacted] , is much biggerI'm paying for a large SUV and should be given the same amount of space [redacted] 16, and 19, (10/23/and 10/24/2013), refer to the stabilitrac sensor and check engine light being on and needing service (second time for the stabilitrac sensor and for the check engine light) [redacted] refers to the loaner vehicleI was given the same loaner vehicle while these repairs were being done on the vehicleI was not given anything bigger even though I am paying for a large SUV [redacted] (10/24/2013), refers to the brake booster having another issue (second time) and a brake light switch being inoperable (only occurrence) [redacted] and 25, (2/23/2015), refer to the check engine light being on again (third time), the rear door having an issue with the automatic button located on the inside of the rear door (first time), the power outlets not functioning (first time but not the last), vehicle shifting hard into drive due to transmission (second time) and vehicle still shutting off after pumping gas (second time)As you can see on [redacted] 25, I was given a small SUV, Rav 4, as my loaner vehicleWhich was still not enough space for me [redacted] and 27, (3/5/2014), refer to the car shaking when put into drive and reverseBecause of this issue, CarMax had me take the vehicle to the [redacted] where the issue ended up being the transmission (third time) [redacted] - 35, (2/13/2015), refer to the evaporative emission canister needing to be replaced (which was related to the car not starting after putting gas, which was the third time this problem occurred)These [redacted] also relate to the front axles needing to be replaced (first occurrence) Also, the outlets needed to be fixed (second time)Also, the motor mounds needed to be replacedThis issue actually ended up being related to the transmission because the vehicle was still giving a hard hit when put into drive even after the motor mounds were replacedAs you can see on [redacted] 35, CarMax gave me a Toyota Camry as my loaner vehicleAnother small four door sedan [redacted] - 42, (3/2/2015), refer to the transmission mount needing to be replacedThis is the problem before that Carmax thought by replacing the motor mound that it would be fixedThe rear hatch switch also needed to be replaced (second time)The A.Cneeded to be fixed again (third time) because on a test drive, one of the technicians noticed it was blowing hot airIt was the A.Ccompressor that needed to be replaced and the system needed to be rechargedOn [redacted] 42, it states that a code was found when scanning the systemThis code was an evap purge solenoid failure and needed to be replacedThis was causing the vehicle to not start after pumping gas (fourth time) [redacted] - (6/8/2015) refer to the check engine light being on again and an Osensor needing to be replacedThe Osensor has something to do with the transmission and so, on this occasion, the transmission was replaced yet again, for the fourth time As you can see, this vehicle has had many problems and continues to have many problemsSome of the problems even occurred while the vehicle was in the service department getting repairedIt is problem after problem with this vehicle, making it very unreliable, and I should not have to deal with an unreliable vehicleCarmax guarantees certified vehicles and Carmax sold me an unreliable vehicleI want money back for having to pay for this unreliable vehicleCarmax has done nothing to help me out in any kind of wayThe only reason they service the vehicle is because I have the max care plan and good insuranceCarmax has not gone above and beyond to satisfy meI will never return to Carmax to purchase any vehicles from themTheir customer service is horribleI have even gone as far as speaking with the manager of the store and a sales manager and I got no kind of help, assistance, solution, or customer serviceThis vehicle is causing me too much stress and I want my money backI hope there can be some kind of compromise on giving me money back for having been sold a falsely advertised vehicle from Carmax Sincerely, [redacted]

Dear Sir/Madam:Thank you for sharing [redacted] ***' complaint and providing us the opportunity to respondMrs [redacted] states that she paid off her late husband's account and has not received a lien release despite making several requestsI am happy to report that Mrs [redacted] has received a signed and notarized lien release letter from us and we have confirmed that the [redacted] has accepted our electronic lien release.I would like to take this opportunity to apologize to Mrs [redacted] for any inconvenience she has experienced and assure her that we made previous attempts to facilitate her requestUnfortunately, these attempts were not successful due to a previously undiscovered system errorWe would like to offer the following explanationMrs***' late husband purchased the Vehicle on February 10, After his passing in September 2015, Mrs [redacted] continued to make payments on the account and ultimately paid off the vehicle on July 26, Our automated title out process released the title on August 2, Unbeknownst to our titles department, there was a system error that caused two electronic liens to be recorded with the [redacted] when the original title was createdOn August 2, we released our lien with the [redacted] but one remained recordedWe have corrected this issue for Mrs***, and we are currently investigating the root cause of this system error.We want to apologize again to Mrs [redacted] for inconveniencing her and for taking so long to identify this issueWe take customer service very seriously, and we are disappointed to learn that we failed in our effort.Thank you for bringing this complaint to our attention and for the opportunity to assist Mrs***If you need any additional information regarding the above, please contact Jennifer A [redacted] at [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] ***

August 29, [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] Dear Mrs***: Thank you for forwarding the complaint dated August 20, regarding the Vehicle purchased from the CarMax store located in Houston, Texas (“CarMax”) on or about April 25, Please be advised that Mr [redacted] has filed a similar complaint with CarMax’s Legal Department, dated August 23, CarMax’s Legal Department sent Mr [redacted] a written response to his complaint today via Federal Express Should Mr [redacted] have additional questions or concerns, he may contact Jeanne K [redacted] in CarMax’s Legal Department, at [redacted] We, again, thank you for bringing this matter to our attention and allowing us the opportunity to respond Sincerely, Nekia W [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] The documents I have sent to you support each accusation I have made against CarmaxBefore all the repairs were done, we took the vehicle to Carmax and they stated that there was nothing wrong with the car on several occasionsThe indeed had an oil leak in which Carmax service department had whipped the oil leak off and said that the residue on the car was and there was no oil leakNot including the noise that was coming from the front end of the vehicleCarmax stated that there was nothing wrong with the car at that time eitherWith all the repairs that the Dealership had to make, shows that the car was not properly serviced from the very beginning regardless if the matter was taken care of or notCarmax told us that the car was in demand in our area using [redacted] book value and it was notThe vehicle is indeed [redacted] dollars over priced and the repairs in all was of [redacted] dollars and Carmax did not want to buy the car back full price

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 am still not satisfied with this outcome as I want compensation for my lost wages and punitive damages against CarMax for having brought my car to their shop an excessive amount of times Regards, [redacted] ***

September 24, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] Dear Mrs***: I am writing in response to your letter dated July 6, 2015, wherein you forwarded a complaint from Mr [redacted] Mr [redacted] requested that CarMax allow him to return the Vehicle CarMax has been in communication with Mr [redacted] to address the Vehicle’s concerns and has scheduled an appointment for him to bring the Vehicle in for service on or about September 28, CarMax is declining the settlement as set forth in the complaint, but has offered to diagnose the Vehicle at no cost and to assist with the cost of the parts needed for repairs as a gesture of customer service CarMax appreciates the opportunity to respond to this complaint Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] Analyst, Executive Response Team

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 August 23rd, In the complaint, Ms [redacted] requests that CarMax repair concerns on the Vehicle on her requested appointment date CarMax was aware of Ms [redacted] ’ concerns prior to receiving this complaintMs [redacted] contacted CarMax on September 4th, to arrange a service appointment for November 3rd, On or about October 4th, 2017, Ms [redacted] contacted CarMax again to reschedule this appointmentAfter receiving additional concerns from Ms [redacted] , CarMax contacted her on or about October 5th, to discuss how CarMax can assist furtherCarMax has had no further contact with Ms [redacted] since that time and is happy to arrange a service appointment at her convenience In the event that Ms [redacted] has any further questions, she is welcomed to contact me at 1-***-***-***, ext ***Thank you for providing CarMax the opportunity to respond to this matter and CarMax considers this matter resolved Sincerely, Curt D*** 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 [Provide details of why you are not satisfied with this resolution.] The reason why I do not agree with them is because they still have not explain why they told different people to pay off this carThey lied threw the whole process they keep skipping the questionI have lots of paperwork saying what is the payoff amount is and voice recording 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 soldThis will show that CarMax seal of approval is out of order and has not been applied to my caseI will fax the information over in addition to the multiple service bulletins that is attachedWhile 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 carI ask once more for my initial outcome while paperwork, regarding the recall is sent to the office of the Better BusinessI 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 vehicleFrom here Carmax determines the course of my complaintI 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 truthThank You ] Regards, [redacted] ***

Complaint Detail / ProblemComplaint Type:Contract IssuesselectProblem:I returned the car over weeks ago and I was promise a refundI have not receive it yetIt is almost a [redacted] Location: [redacted] Make:***Model:***Owner/Co-Owner?NoTranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:refund to be sent immediately

March 1, Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated February 15, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about January 27, In the complaint, Mr [redacted] states that he has been having electrical issues with the Vehicle since purchase, thus having to bring it in for repairs five times within his year of ownershipDue to this, Mr [redacted] requests that CarMax sell him another vehicle under his original financing termsEvery CarMax vehicle comes with a 5-Day Money Back Guarantee and 30-Day Limited WarrantyIn addition to this, CarMax offers a 6-Month or 6,000-mile warranty on repairs previously diagnosed by themCarMax also provides customers the option to purchase a MaxCare extended service plan at the time of sale; which Mr [redacted] elected to participate in (carrying a $ [redacted] deductible if the Vehicle is brought to CarMax) CarMax’s records indicate that Mr [redacted] did not bring the Vehicle to them within their 30-Day Limited Warranty to pursue repairs under these terms, nor did he bring the Vehicle into them for service under his selected MaxCare extended service planTherefore, CarMax cannot offer an exchange of the vehicle, but CarMax’s Service Manager is currently in communication with Mr [redacted] to explore the option of getting into another carOnce CarMax and Mr [redacted] has the opportunity to find a vehicle of interest, CarMax is willing to submit a finance application to their financial institutions to determine available ratesCarMax appreciates the opportunity to respond to this complaintPlease contact me at [redacted] , extension ***, with any questions you may haveSincerely, Gabrielle P [redacted] Analyst, Executive Response Team