Bastian Roofing

November 20, [redacted] Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated November 9, regarding the Vehicle purchased from the CarMax store located in Hillside, Illinois (“CarMax”) on or about February 20, In this complaint, MrWilliams cites concerns regarding several noises he has heard while operating the Vehicle, return trips to CarMax’s service department, and a vehicle history concern He requests that CarMax either replace the Vehicle or offer a refund CarMax’s records indicate the service team has completed repair work on the Vehicle’s air conditioning system, weather stripping, and intake gaskets, as well as alignment of a bumperService records state that Mr Williams brought his vehicle in for a noise concern on or about July 29, The repair order indicates that the repair work was covered by MrWilliams’ MaxCare Extended Service Plan The records also state that CarMax assisted by covering the plan deductible and supplied a rental vehicle for approximately fifteen extra days at no cost to MrWilliams CarMax’s records indicate the service team was alerted by Mr Williams that the Vehicle was again making noises on or about August 22, Service records list that CarMax sent it to another dealership for a second opinion on or around September 9, 2015, where it was determined the Vehicle’s tires were the cause of the sound CarMax’s records indicate that the service team replaced the Vehicle’s tires with four brand new tires at no cost to Mr Williams to resolve the issue CarMax declines to provide any further relief CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-extension [redacted] with any questions you may have Sincerely, [redacted] Analyst, Customer Relations

May 10, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, VA RE: [redacted] VIN: [redacted] [redacted] (“the Vehicle) Dear Mrs ***, Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of Norcross, GA (“CarMax”) on April 5, In her complaint, Miss [redacted] states that after she purchased the Vehicle, she brought it to CarMax to have a number of minor repairs completed After completing repairs on the Vehicle sunroof, alignment, key and mud flap, CarMax discovered that additional cosmetic repairs were needed on the Vehicle’s bumper On April 22, 2016, CarMax informed Miss [redacted] of the need for additional repairs CarMax committed to completing the additional repairs the next day CarMax completed repairs on the bumper on April 23, 2016, and informed Miss [redacted] the Vehicle was ready for pick up Upon reviewing the repairs, Miss [redacted] expressed that she was not satisfied with the quality of the repairs CarMax wanted Miss [redacted] to be satisfied with the cosmetic quality of the Vehicle and repairs, and committed to completing additional cosmetic repairs On approximately May 2, 2016, CarMax completed the additional cosmetic repairs, and Miss [redacted] picked up the VehicleAll repairs on the Vehicle were completed under CarMax’s 30-Day Limited Warranty at no cost to Miss [redacted] While CarMax declines to provide any additional relief, we appreciate Miss [redacted] ’s business and the opportunity to complete repairs to her satisfaction Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations

March 28, Re: Mrs [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated March 12, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about December 16, In the complaint, Mrs [redacted] expresses concern with the history of the Vehicle, stating that the local Infiniti dealer service center informed her that the Vehicle had potentially been in an accidentShe also states that issues with the Vehicle’s tires, driving alignment, an illuminated airbag indicator light, and the cosmetic quality of the Vehicle have caused frustration for herShe requests that CarMax buy the Vehicle back from her for the amount that she paid at the time of purchase Service records indicate that CarMax worked with Mrs [redacted] and the local Infiniti dealer service center for repairs with the Vehicle’s shift lock cover, passenger side pillar upper, and the driver rear door body seal, with documentation of appointment check-in’s scheduled for the following dates: December 26, January 9, and January After the completion of the last repair by the Infiniti dealer service center on or about January 16, 2016, the Vehicle returned to the CarMax service center for cosmetic and detail workThe Vehicle again returned to the CarMax service center on or about March 8, 2016, at which time two of the Vehicle’s tires were replaced and an alignment was performedThese repairs were completed at no cost to Mrs [redacted] Company records indicate that CarMax competed a written appraisal offer for the Vehicle on or about March 10, Following this offer being extended, Mrs [redacted] spoke with a Customer Relations Analyst by phone regarding the above listed concerns and shared her frustration with her written appraisal offer for the VehicleIt is noted that information about CarMax’s processes for sharing vehicle history information with customers was discussed during this call For more background, the CarMax sales process includes reviewing a free [redacted] Vehicle History Report with every purchaseIf the [redacted] vehicle history report indicates any accident history on the vehicle, our process includes sharing that information with the customer prior to the final point of saleWe train our sales consultants to share that while [redacted] is a helpful resource, every accident may not be reported in an [redacted] report and CarMax does not guarantee an accident-free vehicleCarMax does, however, guarantee that vehicles are free of flood damage, frame damage or salvage history, or CarMax will buy it backCarMax does not control information reported to vehicle history agencies or displayed on the reports populated by those agenciesAn [redacted] vehicle history report processed for the Vehicle (on March 28, 2017) does not list any reported accidents, nor does it indicate any salvage history, frame damage, or flood damage Following Mrs [redacted] ’s conversations with the Customer Relations Analyst and managers at the [redacted] location, CarMax completed an additional appraisal on the Vehicle on or about March 13, Mrs [redacted] elected to sell the Vehicle to CarMax this same date for the amount listed on her written offer, $35, 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 haveSincerely, Kristina R [redacted] Analyst, Executive Response Team

April 3, Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated March 22, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about September 26, In the complaint, Mr [redacted] describes concerns with the Vehicle’s radio and rear-view camera, which he states appeared after recent repairs to the Vehicle’s power steering hoseMr [redacted] requests that the CarMax repair the Vehicle’s radio and rear-view camera at no cost to him CarMax’s records indicate that the Vehicle arrived for service on or about March 13, During this appointment, CarMax addressed a tire pressure monitoring system indicator light concern for Mr [redacted] by clearing the related codes on the VehicleCarMax also diagnosed a fluid leak concern with the Vehicle and replaced the power steering pressure hose Mr [redacted] called CarMax on or about March 15, 2017, stating that the radio and rear-view camera screen had stopped working after he picked up the VehicleWhile CarMax hadn’t performed work on the radio, rear-view camera, or screen components during the recent appointment for the Vehicle, CarMax asked Mr [redacted] to bring the Vehicle back inService records indicated that it was explained to Mr [redacted] that this would give CarMax an opportunity to retrace steps for the power steering pressure hose repair and to diagnose the radio, rear-view camera, and screen concernA vendor specializing in electric repairs completed the diagnostic testing on or about March 20, 2107, concluding that a blown fuse had resulted in the issueThis repair, as well as the diagnostic testing, was completed at no cost to Mr*** CarMax received another call from Mr [redacted] on or about March 21, 2017, stating that the Vehicle’s radio and rear-view camera had again stopped workingCarMax’s Service Manager spoke with Mr [redacted] and offered to complete additional diagnostic testing at no cost to Mr***It was also shared with Mr [redacted] during this call that this may be an indication of an electrical issue beyond the fuseThe Service Manager advised Mr [redacted] that CarMax would be able to provide additional information after diagnosing the concern and would provide him with the best possible prices for needed repairs, as the Vehicle is beyond the mileage parameters for the MaxCare extended service planMr [redacted] declined CarMax’s offer at the time of this call While CarMax will not be participating in Mr***’s requested settlement, he is encouraged to contact the CarMax service center at [redacted] option *, to further discuss diagnostic testing for the Vehicle, should he elect to move forward with that offerCarMax will be happy to provide Mr [redacted] with additional information about the recommended repairs (including pricing details) after completing a diagnosis for 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

Thank you for forwarding the complaint dated March 31, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about March 10, In this complaint, Mr [redacted] states he was informed the Vehicle included a quick charge package prior to purchase, but found out after purchasing the Vehicle this was not the caseHe requests that CarMax fully cover the cost of his quick charge upgradeMr [redacted] visited CarMax on March 25, 2018, and stated that he had just discovered there was not a quick charger on the vehicleAt that time he had the opportunity to speak to a [redacted] location manager, who reviewed records from the walk around prior to purchase, and found that there was no noted inquiry about the chargerThe following day, location management reviewed sales paperwork, the online listings, and the physical vehicle stickerNone indicated a quick charge optionAfter completing this research CarMax management called Mr [redacted] to inform him of their findings, and explore ways to assist in the installation of this upgrade in an affordable wayMr [redacted] shared that the call was being recorded, and advised our management that he did not want to incur any out of pocket expenses and intended to pursue legal actionDue to the information provided to Mr [redacted] at the point of sale clearly outlining the options on his vehicle, CarMax declines to pay for the requested upgrade to the Vehicle charger functionalityCarMax appreciates the opportunity to respond to this complaint, and considers this matter closed Sincerely, Michael O [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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The fact that I purchased two cars back to back that immediately needed repairs is unacceptableCarmax is supposed to be the use car dealer that one can trust when buying a pre-owned carI will state this: I do not accept your "offer" and I care little about returning to Carmax for any further businessI understand that even in the "professional" world that a "used car salesman" still cannot be trustedUnfortunately now, should I even choose to return the vehicle for another vehicle or sell this one back for a refund of my down payment, my credit has been "dinged" in doing so much "business" with you all lately that I wouldn't even be able to take my money else where without having an ungodly interest rateYou would not be satisfied in my situation, my co-workers that I've told would not be satisfied with my situation, and above all I am not satisfied with my situationCarmax has failed, utterly, what with me being a first time customer and it is not welcomeYour "offer" is offensive and does nothing for the stress Carmax has placed on meI understand, thoughIt's all about the BenjaminsCustomer service does not exist anymore these daysIt's a façadeI regret ever doing business with Carmax and will I ever returnYou have a great day

February 16, [redacted] Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated February 3, regarding the Vehicle purchased from the CarMax store located in Boynton Beach, Florida (“CarMax”) on or about March 9, In her complaint, Mrs [redacted] describes concerns regarding repair delays, rental vehicle reimbursement, and communication with the service departmentMrs [redacted] requests that CarMax reimburse the rental vehicle expense through Enterprise CarMax’s records indicate that the service department has been in contact with Mrs [redacted] and her family regarding her expressed concerns Service records indicate that CarMax presented the option of a loaner vehicle for Mrs [redacted] while repair work was being completed on the Vehicle, which was declinedWhen manufacturer supply issues led to extended repair delays, CarMax offered to reimburse Mrs [redacted] for vehicle rental beyond the days included through her MaxCare extended service planRecords indicate that as of February 16, 2016, the service department had not yet received the requested receipt for Mrs [redacted] ’s rental vehicle, as required for reimbursed CarMax is currently working to reimburse Mrs [redacted] for the additional days of vehicle rental with the Enterprise payment information shared in her complaintShould additional documentation be needed to complete the reimbursement process, CarMax will contact Mrs [redacted] by phone 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

November 13, [redacted] Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr [redacted] ***, Jr.Complaint ID [redacted] Dear Mrs***I am writing you in response to your letter dated October 26, 2015, wherein you forwarded a complaint from Mr [redacted] ***, Jrregarding the Vehicle purchased from the CarMax store located in Laurel, Maryland (“CarMax”) on or about February 28, Mr [redacted] requested in the desired settlement for CarMax to replace his windshield at no cost due to there being a pre-existing flaw in it at the time of purchase.CarMax has been in communication with Mr [redacted] and has agreed to allow him to take the Vehicle to his dealership of choice and have his windshield replaced at CarMax’s expense (upon submission of a paid invoice).Mr [redacted] was satisfied with CarMax’s offer of assistance and elected to have the Vehicle’s windshield replaced by [redacted] for a cost of $ Mr [redacted] later submitted his invoice to CarMax on or about November 3, CarMax processed Mr***’ reimbursement the same day and has mailed him reimbursement check # [redacted] for the above stated amount on or about November 13, Mr [redacted] should receive this refund within 7-business days.CarMax appreciates the opportunity to respond to this complaint and considers the reimbursement check the resolution to the complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.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.I allowed them to run my credit one time and if you look at the date and times it was ran@ 8:PM times@ 8:PM times@ 8:PM times@ 10:AM times@ 5:PM timesWhy in the world would they run my credit different times minutes apart and again the next day hours apart another times I told the salesman that I only wanted it ran through CarMax credit I want all these inquiries removed from my credit My credit score has been lowered points and I cannot move forward to get a home This has to be illegal for them be able to get away with this They are ruining peoples lives I was financed through [redacted] at 1.9% APR [Provide details of why you are not satisfied with this resolution.] 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] This noise started before the day warranty period and it continues to make noiseYes it did not make this noise while the vehicle was at the dealershipIt stops and startsI am going to take a recording of this noise when it happens againI want to be able to enjoy my vehicle without taking it in constantly

September 21, [redacted] Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms [redacted] ***Complaint ID [redacted] [redacted] ***, VIN [redacted] (the “Vehicle”)Dear Mrs***:Thank you for forwarding the complaint dated August 25, 2016, regarding the Vehicle purchased from the CarMax store located in Woodbridge, VA (“CarMax”) on or about August 9, In the desired settlement, Ms [redacted] requested for CarMax to pay her between $- $for the options listed, but not available on the Vehicle.Soon after purchase, Ms [redacted] contacted CarMax to advise them that the Vehicle was not equipped with a rear sunshade or parking sensors, which were listed on the window sticker of the Vehicle at the time of purchase CarMax researched the build sheet for the Vehicle (from the manufacturer), and identified that neither of these features were assembled onto the Vehicle at the time of production.CarMax apologized for the oversight and assured Ms [redacted] that the exclusion of these features did not affect the amount that she paid for the Vehicle In addition, CarMax also offered to find her a comparable [redacted] with the above referenced features Ms [redacted] declined this offer due to her strong interest in the Vehicle Therefore, as an added gesture of customer service, CarMax offered Ms [redacted] $for the inconvenience of the situation Ms [redacted] declined this offer as well Both options were made available to Ms [redacted] for up to days after the purchase of the Vehicle However, CarMax was not contacted back by Ms [redacted] until the receipt of this complaintBased on CarMax finding the above offers to be fair, CarMax is unwilling to provide her with the resolution that she seeksCarMax appreciates the opportunity to respond to this complaint.Please contact me at (804)747-extension [redacted] with any questions you may have.Sincerely,Nekia W [redacted] Analyst, Executive Response Team

December 17, [redacted] ***, Operations Supervisor 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 Tanisha [redacted] regarding the purchase of the Vehicle from CarMax of Modesto, CA (“CarMax”) on October 31, In her complaint, Mrs [redacted] stated the Vehicle had service concerns present at the time of sale which were never fully resolved Between November 4, and December 16, CarMax completed a number of repairs on the Vehicle including replacing the instrument cluster, A/C belt, intermediate steering shaft, door speakers, TPMS sensors, seat reviots and harmonic balance On December 8, Mrs [redacted] returned the Vehicle to CarMax CarMax refunded the down payment and transfer fee for the Vehicle Mrs [redacted] purchased another vehicle from CarMax If Mrs [redacted] has any additional questions, she may contact me at 1-800-519- ext*** Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations

October 4, [redacted] ***, Operations [redacted] Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr [redacted] ***Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] Dear Mrs***:I am writing in response to your letter dated September 15, wherein you forwarded a complaint from Mr [redacted] ***, regarding the Vehicle purchased from the CarMax store located in Las Vegas, Nevada (“CarMax”) on or about April 7, 2012.Service records indicate that CarMax has not seen the Vehicle or heard from MrK [redacted] since on or about October 17, However, after receiving this complaint, Service Manager, James P***, made several attempts to reach him by phone, but was unable to connect at the time of each call.As of today’s date, CarMax has not heard back from MrK***, but would encourage him to contact MrP [redacted] back at (702)227-ext [redacted] if he would like to address the Vehicle’s concerns further.CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.Sincerely,Nekia W [redacted] Analyst, Executive Response Team

Dear Mrs [redacted] ***: Thank you for forwarding the complaint dated July 18, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about October 22, In the complaint, Ms [redacted] describes shaking concerns with the Vehicle as well as the cost of tire replacementMs [redacted] requests that CarMax repair the Vehicle to address the shaking and reimburse her for the cost of the Vehicle’s tires Records indicate that Ms [redacted] previously submitted a letter to the Revdex.com on or about January 1, 2017, which included her request for CarMax to assist with the replacement of the Vehicle’s tires and batteryCarMax responded to the Revdex.com on or about January 18, 2017, stating that they would replace the Vehicle’s battery and confirmed that they would not be participating in assistance with the tiresMs [redacted] then visited the service center on or about March 8, 2017, at which time CarMax replaced the Vehicle’s battery at no cost to her CarMax received an email from Ms [redacted] on or about July 18, 2017, regarding the concerns as outlined in her most recent Revdex.com letterA Customer Relations Analyst established communication with Ms [redacted] by phone the following dayContact between Ms [redacted] , the Analyst, and CarMax [redacted] Service Manager continued until the Vehicle arrived to the service center for a scheduled appointment on or about July 28, Ms [redacted] and a service associate took the Vehicle on an extended test drive to duplicate the vibration concern, then CarMax completed rotor repairs, as well as a tire re-balanceThe diagnostic testing and repairs were completed at no cost to Ms [redacted] At the conclusion of the repairs, Ms [redacted] went on another test drive, confirming that she no longer felt vibration while driving the Vehicle 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, K [redacted] R [redacted] Analyst, Executive Response Team