Bastian Roofing

December 29, [redacted] ***, Operations Supervisor Better Business Bureau Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] the “Vehicle”) Dear Mrs ***, Thank you for forwarding the complaint received in your office from Ms [redacted] regarding her purchase of the Vehicle from CarMax of West Valley, AZ (“CarMax”) on September 8th, In her complaint, Ms [redacted] requested that CarMax replace the Vehicle due to service concerns since her purchase CarMax completes a 125-point inspection on each vehicle prior to sale which guarantees that there are no existing mechanical concernsCarMax cannot predict what future concerns may arise after purchaseCarMax has had no contact with Ms [redacted] since approximately September of when a concern for a component with the satellite radio of the Vehicle was resolved At this time CarMax will be unable to replace the Vehicle, but would be happy to diagnose any repair concerns on the Vehicle at the expense of Ms***In the event Ms [redacted] would prefer to sell the Vehicle, CarMax would be happy to appraise it In the event Ms [redacted] has any further questions, she is welcomed to call me at 1-800-519-1511, extension *** Thank you for giving CarMax the opportunity to respond to this matter Sincerely, Curt [redacted] Analyst, CarMax Customer Relations

June 15, [redacted] Moorefield Park Drive, Suite 300Richmond, Virginia Re: Mrs [redacted] ***I am writing you in response to your letter dated May 29, 2015, wherein you forwarded a complaint from [redacted] [redacted] requested a phone call or letter of explanation to discuss her recent experience at the CarMax store located in [redacted] *“CarMax”)According to CarMax’s records, CarMax has been in communication with Mrs [redacted] as of June 12, to address her concernsCarMax appreciates the opportunity to respond to this complaint and considers this matter resolvedPlease contact me at [redacted] extension [redacted] with any questions you may haveSincerely, [redacted] ***

Re: [redacted] [redacted] Complaint ID: [redacted] Dear [redacted] ***: Thank you for forwarding the complaint dated [redacted] ***, regarding the Vehicle that [redacted] sold to the CarMax Car Buying Center located in Bradenton, Florida (“CarMax”) on or about [redacted] *** In the complaint, [redacted] states that CarMax informed him that the Vehicle would be sold as wholesale, then later saw it available for sale at CarMax Tampa [redacted] states that he does not request a settlement from CarMax and has submitted the letter for informational purposes only [redacted] also notes that he will share his disfavor for CarMax, should he not receive additional funds for the Vehicle Business records state that [redacted] emailed CarMax on or about [redacted] ***, then spoke with a member of CarMax’s Customer Relations team by phone later this same dayDuring this call, it is noted that [redacted] shared that he accepted the written appraisal offer that he received from CarMax for the Vehicle ( [redacted] ) because he was told that it would be sold wholesaleCarMax’s records indicate that at the time of the Vehicle’s appraisal, the Buyer assisting [redacted] explained to him that the necessary repairs, as well as two accidents listed on the AutoCheck Vehicle History Report, may prevent the Vehicle from meeting the standards required during CarMax’s rigorous renewal processIt’s also noted that the Buyer helping Mr Skeens did not inform him that the Vehicle would not later be placed for sale in CarMax’s retail inventoryAfter researching this concern, CarMax Brandenton’s Purchasing Manager called [redacted] on or about [redacted] ***, at which time [redacted] shared his request that CarMax pay him more money for the Vehicle Following the appraisal of the Vehicle on or about [redacted] ***, [redacted] received a written offer from CarMax, which was valid for * days [redacted] elected to accept CarMax’s offer the same day as the appraisal, at which time CarMax issued the agreed upon funds and took ownership of the VehicleWhile CarMax will not be participating in issuing additional funds to [redacted] for this completed transaction, [redacted] is encouraged to contact CarMax Brandenton at [redacted] should he have any unaddressed questions at this time CarMax appreciates the opportunity to respond to this complaint and considers this matter closed Please contact me at (800)519-1511, extension 82513, with any questions you may have Sincerely, Kristina Ramsey Analyst, Executive Response Team

Thank you for forwarding the complaint dated September 7, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about August 12, In the complaint, Mr [redacted] describes communication with CarMax regarding his financial institution’s decision to not fund the loan for the VehicleMr [redacted] expresses frustration with both the need to visit CarMax to sign return paperwork for the Vehicle, as well as CarMax’s method for issuing the down payment refundHe requests that CarMax take return of the Vehicle and issue his down payment refund Business records indicate that CarMax made regular attempts to reach Mr [redacted] after receiving the decision from his lienholder to not fund his loan for the VehicleAfter being unable to reach Mr [redacted] , CarMax established communication with one of Mr [redacted] ’s family members (per the contact information provided by Mr [redacted] on his purchase paperwork), who stated that Mr [redacted] was unavailableTo coordinate the return of the Vehicle, the appropriate paperwork was sent to CarMax [redacted] ***, as requested by Mr [redacted] and his family memberMr [redacted] then visited CarMax [redacted] to sign the Vehicle return paperwork on or about September 9, 2017, and Mr [redacted] ’s family member returned the Vehicle to CarMax [redacted] on or about September 11, As Mr [redacted] was the only individual listed on the Vehicle’s loan, it was explained to Mr [redacted] ’s family member that copies of the paperwork, as well as the down payment refund check, would be mailed directly to Mr [redacted] at the address that he provided at the time of purchase CarMax appreciates the opportunity to respond to this complaint and considers this matter closed Sincerely, Kristina R [redacted] Analyst, Executive Response Team

June 12, [redacted] Revdex.com Moorefield Park Drive Suite Richmond, Va [redacted] [redacted] Thank you for forwarding the complaint received in your office from Miss [redacted] regarding the [redacted] (the “Vehicle”)that she purchased on or about September 11, from the CarMax store located in [redacted] In this complaint Miss [redacted] is requesting that CarMax help pay for a new transmission and radiator In May of 2015, Miss [redacted] contacted the CarMax store located in [redacted] with concerns regarding the mechanical condition of the Vehicle and her concerns that there was a class action lawsuit involving her VehicleAt that time it was explained to Miss [redacted] that CarMax would not have been privy to that type of information involving the lawsuit against the manufacturer CarMax offered to look further into the repair to see if we would be able to assist in possibly getting a better price After further consideration, as a gesture of goodwill, CarMax has offered to reimburse Miss [redacted] 50% of the total invoice for the repair Miss [redacted] has accepted the offer and will be providing a copy of the paid receipt CarMax appreciates the opportunity to respond to this complaintPlease call me at (800) 519- Extension ***, if you have any additional questions Sincerely, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and I 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]

December 14, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] Dear Mrs***:I am writing you in response to your letter dated December 4, wherein you forwarded a complaint from Ms [redacted] , regarding the Vehicle purchased from the CarMax store located Brandywine, Maryland (“CarMax”) on or about November 17, 2015.CarMax’s records indicate that we have been in communication with MsTaylor regarding this matter and have reached the desired settlement to allow Ms***r the ability to return the Vehicle to CarMax at the full purchase price MsTaylor was satisfied with CarMax’s resolution and has returned the Vehicle to CarMax as of December 8, 2015.CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved.Please contact me at (855)562-extension [redacted] with any questions you may have.Sincerely,Nekia W [redacted] Analyst, Executive Response Team

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.]I did not have vehicle for first days so how could I return the vehicle?Carmax has the vehicle for first days and as soon as I got vehicle back after 1st repair I have been trying ti return vehcile but Carmax has been saying the same thing that I can return vehicle in first days but I did not have vehicle for daysCarmax had vehicle for first days Please review my 1st complaint carefullyAll the dates are mentioned in my 1st complaint that when officially I got my vehicle Regards, [redacted] [redacted]

December 29, [redacted] ***, Operations Supervisor RE: Mrs [redacted] [redacted] VIN: [redacted] (“the Vehicle”) Dear Mrs***, Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on December 6, In the complaint, Mrs [redacted] expresses concerns with the Vehicle’s starter and previous repairs completed on the Vehicle by CarMax Records show that on or around July 20, 2016, CarMax replaced the brakes on the Vehicle at no cost to Mrs***, as a gesture of customer service At this time, the brakes were considered to be in good working order On or around December 19, 2016, a CarMax Service Manager spoke with Mrs [redacted] about a starting concern The Vehicle was subsequently towed to CarMax for diagnosis and repair of the Vehicle’s alternator Repair costs were covered in full by Mrs [redacted] Extended Service Plan CarMax appreciates the opportunity to respond to this complaint If you have any additional questions or would like to discuss this concern further, please contact me at 1-800-***- [redacted] ext *** Sincerely, Jennifer L [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 I did set up recurring paymentsbut on 11/11, I checked the app to make sure the payment was processing and it indicated that there was a balance due of paymentsThis led me to believe that the payment was NOT processedFURTHERMORE, I elected to do the November payment BECAUSE IT WAS AN OPTIONIf a payment was processing, why then, did it give me the option to MAKE that payment? AND why, when I CHOSE the November payment did CarMax not think, well she CHOSE November, must have been an error I absolutely refuse to accept this resolutionThey completely GLOSSED over the fact that I had to fax my bank statement more than timesNot only did I receive incorrect I information from one rep, but I was lied to by severalYes, they got me the refund checkYes, it ended up being overnightedHowever, I was not sent a tracking number via emailThe email that I DID receive simply stated we would get a refund WITHIN 5-BUSINESS daysWhat was I supposed to think? I got the check the next dayMy complaint still standsI am stuck with these people for the term of this loanAnd it is absolutely infuriatingif their online system/app functioned properly, none of this would have happenedIt truly doesn't surprise me that this is the way they've chosen to handle itMake the customer the guilty partyI am not at all satisfied with the resolution and the very condescending letter was shocking...at bestI have attached a screen shot of the payment after I opted to pay itNow you tell me why the November payment was an option if it was processing Regards, [redacted] ***

June 25, *** [redacted] Moorefield Park Drive, Suite Richmond, VA [redacted] Dear [redacted] Thank you for forwarding the complaint received in your office from MrGonzales regarding his purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on May 25th, In his complaint, Mr [redacted] referenced concerns with the payoff quote on a [redacted] that he sold to CarMax prior to his purchase CarMax estimated the payoff associated with his loan on the [redacted] after not establishing contact with his lienholderThis estimate was $more than the actual payoff amount on the loanThe transaction was finalized and CarMax purchased Mr [redacted] ’ vehicle on the estimated quote Via an agreement between preferred lenders and CarMax, that $is attributed to the balance of the loan on the Vehicle Mr [redacted] purchased, through [redacted] This agreement is specific [redacted] stated in Mr [redacted] ’ vehicle purchase agreement he received at the time of the purchase A manager at CarMax discussed this information with Mr [redacted] on June 14th, In the event Mr [redacted] has any further questions on this, he may contact me at [redacted] , ext*** Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted]

May 15, Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated April 27, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about February 2, In the complaint, Ms [redacted] describes reoccurring mechanical concerns with the VehicleShe requests that CarMax fix the problems with the Vehicle (which she has communicated since the date of purchase), or take return of the Vehicle, allowing her to purchase another car CarMax’s records indicate that Ms [redacted] first brought the Vehicle to CarMax for a service appointment on or about February 28, During this appointment, CarMax replaced a fuse to address a concern with the radio and also looked into a noise that Ms [redacted] stated she heard while driving over bumps, which CarMax was unable to duplicateThe Vehicle returned to CarMax on or about April 7, 2017, for issues with the radio, a trim piece, and an exterior component, as well as a clunking sound that Ms [redacted] reported hearing during shiftingAt this appointment, CarMax was unable to duplicate the radio concern, and inspected the trim piece, confirming that repairs were not needed at that timeCarMax completed an oil change, as well as repairing the Vehicle’s driver’s side sliding door button and cableThe Vehicle’s left lower transmission mount and front motor mount were also replaced during this appointment The Vehicle returned to CarMax again on or about May 3, 2017, for concerns related to the radio, an illuminated check engine light, and the Vehicle’s transmissionRecords indicate that during additional testing, CarMax diagnosed the components that were causing these issuesThe service department is actively completing repairs to the Vehicle’s camshaft position sensor (for bank one) and the audio unitCarMax has offered to assist with the MaxCare extended service plan deductible for these repairs and is maintaining communication with Ms [redacted] to provide regular updates CarMax appreciates the opportunity to respond to this complaintPlease contact me at [redacted] , extension ***, with any questions you may have Sincerely, Kristina R [redacted] Analyst, Executive Response Team

May 24, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: ? Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for sharing [redacted] ***’s complaint and providing us the opportunity to respond We are happy to inform you that this matter has been resolved and MrBoyle’s due date has been moved back to the 20th of each month per his request In the interest of customer service we have also granted him a onetime late fee waiver in the amount of $15.38, for the fee that was charged on the account for the May 2, payment Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this explanation If you have any questions or concerns regarding this matter, please contact [redacted] at [redacted] , extension *** Sincerely, Brent A [redacted] ***

November 8, [redacted] ***, Operations [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 September 13, In the complaint, Ms [redacted] requests to be compensated by CarMax for her overall experience After Ms [redacted] purchase of the Vehicle, [redacted] , (“the Lienholder”) did not receive documents to initiate the loan for the VehicleCarMax attempted to reach Ms [redacted] on multiple occasions to have the proper documents signed and the loan fully processed by the lienholderHowever they were unable to make contact for some time; therefore CarMax was unable to contact Ms [redacted] until about November 2, 2016, when this process was explainedAt that time, Ms [redacted] agreed to sign the proper documents and paperwork at CarMaxThe loan for the Vehicle was fully processed and completed on November 5, Additionally, in the interest of customer service and per Ms [redacted] requested settlement, CarMax waived a $***fee for paperwork processingNo additional action would be needed from Ms***Ms [redacted] also mentioned service concerns for the Vehicle in her complaint in which CarMax diagnosed on November 8, 2016, under the terms of her Limited 30-Day warrantyIn the event that Ms [redacted] has any further questions regarding this, she is welcomed to contact me at 800-519-1511, ext***Thank you for providing CarMax the opportunity to respond to this matterSincerely, Curt D [redacted] Analyst, Customer Relations

March 3, [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 or about August 25, In the complaint, Ms [redacted] requests that CarMax repair several concerns with the Vehicle to include the battery and keys to the Vehicle A review of CarMax’s records indicates the Vehicle has not been to CarMax for service since on or about August 29, 2016, when it was brought in for windshield concerns, under Ms [redacted] ’ 30-Day Limited Warranty, however, upon receiving this complaint, CarMax contacted Ms [redacted] on February 15, regarding the concernsMs [redacted] stated that the only charge she has paid for with service on the Vehicle was for the battery replacement referenced in the complaint In an effort of customer service, CarMax agreed to reimburse Ms [redacted] for the battery charge and to replace the battery in the key for the VehicleThis was completed on or about February 15, 2017, at no charge to Ms [redacted] It is CarMax’s understanding that Ms [redacted] was satisfied with this resolution 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***Analyst, Customer Relations

DATE \@ "MMMM d, yyyy" November 23, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for sharing [redacted] ***’ complaint and providing us the opportunity to respond Ms [redacted] is unhappy with the remaining balance on her account after experiencing a total loss on her vehicle even though she had insurance and optional Guaranteed Asset Protection (“GAP”) She purchased the optional GAP Waiver Agreement on February 12, 2014, in conjunction with the purchase of her vehicle from our dealer affiliate [redacted] , LLC (“ [redacted] ”) is the administrator of the GAP Waiver Agreement In addition, she is dissatisfied with the processing time for her GAP claim Her account was paid in full and closed on November 5, 2015, however, Ms [redacted] feels that she should receive a refund Upon receipt of Ms***’ complaint, I reviewed her account and discovered that she had five late fees assessed on her account prior to the date of loss Per the GAP Waiver Agreement that Ms [redacted] signed at the time of purchase, GAP will not cover unearned finance charges, payments due but unpaid, deferred or extended payments, late charges, disposition fees, termination fees, penalty fees, or other items added to the contract balance after origination On August 31, 2015, we received a check from [redacted] in the amount of $14,246.34, which was applied to Ms***’ account as of the date of loss On October 15, 2015, we received a check from [redacted] in the amount of $1,654.10, which was also applied to the account as of the date of loss We credited the remainder of her extended service plan to her account in the amount of $1, After the application of all of the above referenced amounts, Ms [redacted] had a remaining balance on her account of $in late fees and $in accrued interest Please know that after the receipt of the funds from ***, we contacted [redacted] on September 11, and provided all of the documents required by us to process the GAP claim It is our understanding that any delay in processing the GAP claim appears to be due to [redacted] waiting for required documents from Ms***, as she submitted only a partial police report We understand that having a total loss on a vehicle is difficult and we strive to provide our customers the best possible service during this challenging time We spoke with Ms [redacted] several times throughout this process In addition to keeping her informed, we also granted her three extensions between August and October while she awaited her insurance and GAP payments It is our position that the balance due on Ms***’ account was correct and there is no refund due We will, however, furnish on our tradeline on Ms***’ credit file that she disputes the information we are furnishing If you need additional information regarding the above, please do not hesitate to contact [redacted] at [redacted] , extension *** Sincerely, [redacted] Operational Compliance Manager CarMax Auto Finance Copy: [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 have NOT received any payment from Carmax The offer says they mailed a check January I have not received any correspondence or payment from them I would be happy to accept the check and resolve this complaint, but I have not received anything Regards, [redacted] ***

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 11, 2016, regarding the Vehicle purchased from the CarMax store located in ***, ** (“CarMax”) on or about January 2, In the complaint, Mr [redacted] describes a timing concern with the Vehicle and expresses frustration with the diagnostic processHe also states that CarMax and his MaxCare Extended Service Plan provider (The Warranty Group) requested that he either provide maintenance records or authorize a teardown of the engine to determine if his MaxCare provider will cover the needed repairsDue to Mr [redacted] performing his maintenance, he states that he was only able to produce the receipts for his most recent oil purchase Mr [redacted] requests that CarMax fix the Vehicle and cover the deductible for his Max Care Extended Service plan ($***) Mr [redacted] ’s signed MaxCare Extended Service Plan agreement states that “In order to keep Your Service Contract valid, You must follow the maintenance procedures recommended by the manufacturer of Your VehicleYou must keep receipts which verify the Vehicle Identification number, work orders, and other documentation that shows date, a description of Your Vehicle, mileage, and service performedWe may require You to furnish the Administrator with proof that the specified services have been performedFailure to show proof of servicing may result in the denial of coverage.” However, according to CarMax’s records, Mr [redacted] not been unable to provide adequate documentation for maintenance performed on the Vehicle during the last 33,miles Based on this information, CarMax will not participate in the resolution that Mr [redacted] seeksMr [redacted] is responsible for authorizing further diagnostic charges as required by his MaxCare Extended Service Plan provider 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

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.]Car Max is violating its own policy by refusing to finish repairing the carAbove MPH if you need to make an emergency stop the ABS system fails and the wheels lock upI have attached photos of the cars manual in regards to the ABSIf the brake pedal is hit hard to avoid an object or heaven forbid a person the system completely fails and All wheels lock up and THE ABS,ESP and the BRAKE light come on and error code According to the cars manual its a complete ABS system FailureYes car max spent money and getting other things replacedI am asking for car max to keep trying to fix the systemThe [redacted] they sold me also had two tires that are at the wear bar and need replacingCar Max can either please finish repairing the car or take the car back.I want the ABS system to be look into furtherThe day I picked up the car I went for a drive came back to show the dealer the the lights where back onThey told me they don't know what else to do and that I needed to go back to car maxI want car max to reimburse me for any further repairs that the car needs they would be kept informed by the dealer or repair centerCar has a service appointment on 6/1/J [redacted] specializes in [redacted] carsPhone number for the repair center is [redacted] and manager is ***I have no issues taking it back to [redacted] north at car max expense 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 Their answer is as vague and bogus as when I spoke to them and it was definitely before Dec They refused to accept that the vehicle was in need of extensive repairs that were dangerous to my safety Because of their refusal I was forced to move forward with the dealer and pay for them myself Regards, [redacted]