Bastian Roofing

July 21, [redacted] ***Complaint ID [redacted] I am writing in response to your letter dated July 5, wherein you forwarded a complaint from [redacted] ***, regarding the Vehicle purchased from the CarMax store located in [redacted] ***, [redacted] on or about July 15, Ms [redacted] requested that CarMax either take full return of the Vehicle or allow her the ability to exchange it for another.CarMax’s records indicate that they have never seen the Vehicle for a transmission concern and was therefore unaware of Ms [redacted] concerns until the receipt of this complaint However, in an effort to learn more about the current status of the Vehicle, CarMax’s Service Manager, MrRyan Di*, contacted Ms [redacted] by phone on or about July 21, to discuss the details of her complaint further.During this conversation, Mr [redacted] acquired more details and committed to contacting the local [redacted] dealership (where the Vehicle is currently being serviced) for additional details, and then following back up with Ms [redacted] by phone on Monday July 25, 2016.Should Ms [redacted] have any additional questions or concerns before or after this date, she is encouraged to contact Mr [redacted] back directly at [redacted] ext*.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,Nekia W [redacted] ***

Dear Sir/Madam: Thank you for sharing Mrs [redacted] complaint and providing us with an opportunity to respond Mrs [redacted] alleges that we misinformed her that her credit applications would result in soft, and not hard, inquiries on her credit file, and that such inquiries have harmed her credit score by over points Accordingly, Mrs [redacted] seeks damages and the removal of the inquiries Based on a review of our records and an interview of the sales associate referenced in the complaint, we conclude that Mrs [redacted] ’ [redacted] allegations are without merit On January 7, 2017, Mrs [redacted] visited our store in [redacted] expressing interest in financing the purchase of a [redacted] (the “Vehicle”) Mrs [redacted] then proceeded to submit separate credit applications on the vehicle – (1) jointly with [redacted] and then (2) individually Despite offers (from multiple finance sources) on each application, Mrs [redacted] did not purchase the Vehicle Prior to submitting each application, Mrs [redacted] reviewed and agreed to our Credit Application Terms and Conditions (“Consent Form”) authorizing us and each of our finance sources to “use your credit reports and verify your application information.” (Mrs [redacted] ’s Consent Forms are attached for reference.) There is no reference in the Consent Form that the inquiries will be soft and our sales associate disagrees with Mrs [redacted] ’s allegations Further, to the extent Mrs [redacted] received immediate inquiry alerts on her cell phone from her first application, she nevertheless proceeded to submit a second application shortly thereafter Lastly, with respect to Mrs [redacted] ’s allegation that the inquiries reduced her credit score by points, we encourage Mrs [redacted] to review [redacted] FAQs on this topic which can be found at: [redacted] These FAQs explain that multiple inquiries for the purchase of a financial product (e.g., an auto loan) within a short period of time such as days is treated as a single inquiry and have little to no negative impact on a credit score This is consistent with an explanation provided by the Consumer Financial Protection Bureau, which can be found at: https://www.consumerfinance.gov/ [redacted] can-shopping-loan-have-effect-my-credit.htmlIf Mrs [redacted] has any further questions or concerns regarding our explanation, she is welcome to contact me by phone at [redacted] or by email at [redacted] Thank you for bringing Mrs [redacted] ’s complaint to our attention If you need any additional information, please do not hesitate to contact me directly at the contact information provided aboveSincerely, Brent A [redacted] Operational Compliance Manager

Thank you for forwarding the complaint received in your office from Ms [redacted] regarding the Vehicle purchased from CarMax of [redacted] , [redacted] (“CarMax”) on or about January 31, In the complaint, Ms [redacted] states that the Vehicle was repossessed As a result of these concerns, Ms [redacted] requests that CarMax provide an explanation Ms [redacted] reached out to CarMax on or about March 19, to inform CarMax that the Vehicle had been repossessed by [redacted] ***, who is not the LienholderCarMax worked with [redacted] to have the Vehicle returned to Ms [redacted] on or about March 28, CarMax provided Ms [redacted] a rental vehicle during this time at no cost to her CarMax and [redacted] have since been in touch with Ms [redacted] regarding the issue and further provided an explanation CarMax appreciates the opportunity to respond to this complaint and considers this matter closed If you have any additional questions or would like to discuss this concern further, please contact me at 1-800- [redacted] ext*** Sincerely, Kaitlyn C [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 belowContrary to what was stated in Carmax's response, no repair had been completed by "***", but in fact, it was identified that the state of the tire had been a contributing factor in the issues I'd brought to Carmax's attention concerning the driving characteristics of the vehicleTechnicians made me aware that after placing the Mon their lift that the tire had been "plugged" prior to my purchaseThis further confirmed my concerns about the condition of the vehicle upon reception in April, which had been negated by CarmaxCarmax's negligence is bordering on treachery and considering the multi-point inspection and guarantee under which this vehicle was offered I wouldn't have ever expected to have been put at risk by something as important as the tires, but that's been the caseThey had already accepted fault for the tires and unbeknownst to me scheduled a follappointment days weeks later, however, the incident had already occurredIf it hadn't been properly inspected in the first place, why was it offered for sale? Regards, [redacted] ***

July 14, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia [redacted] Dear Mrs***: I am writing you in response to your letter dated July 6, 2015, wherein you forwarded a complaint from Mr [redacted] *** Mr [redacted] requested a phone call to discuss his recent experience at the CarMax store located in Columbus, Ohio (“CarMax”) CarMax’s records indicate that Mr [redacted] was contacted by CarMax on or about July 9, to address his concerns as requested CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] ***

March 13, [redacted] RE: [redacted] VIN: [redacted] , [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 Garland, TX (“CarMax”) on January 5, In the complaint, Ms [redacted] requests for CarMax to finalize payment for out-of-state sales tax on the Vehicle, so that she can properly register it in [redacted] where she resides CarMax was aware of Ms [redacted] ’s concerns prior to receiving this complaint and spoke with Ms [redacted] via phone regarding this matter on or about February 15, CarMax previously processed the sales tax payment to the [redacted] office (“***”) shortly after the time of saleHowever, an administrative error by CarMax resulted in the check not being delivered to the correct [redacted] location CarMax committed to Ms [redacted] that the check would be processed or an extension of her temporary registration would be completed Considering the urgent nature of the payment, CarMax processed the check directly to Ms [redacted] on February 24, which Ms [redacted] received the following dayThere has been no additional communication between Ms [redacted] and CarMax 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 matterSincerely,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.] I was never contacted by Carmax after the car was taken to the dealershipJc told me there was no way I would get the extended warranty and that was the last I heard from car max until 04/05/when they called to follow up on the Revdex.com complaintNothing was done on Carmax end to fix the issueWhen I came up to test drive other cars while they had mine in the shop the salesman did not have his key to unlock the cars boxes to get the keysI only got to drive one and something was wrong with itI talked to Jc about going to the other locations and looking at cars and he said that was fine but there was no guarantee I would get approved for another car so good luck with the car I have and they were submitting my paperwork that Friday.The dealership had my car for two weeks before I got it back and they fixed a few recalls and they couldn't figure out why the car was surging forward but it was shifting hardJc never did anything to actually fix the issueSaid good luck with the car after I told him I was taking it to [redacted] to see if they could fix it and that was the last I heard from anyone until April 5th

August 26, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for sharing Ms [redacted] complaint and providing us with the opportunity to respond [redacted] alleges that we submitted over unauthorized credit applications on her behalf Further, [redacted] alleges that each resulting inquiry on her credit file reduced her credit score by points [redacted] accordingly demands that we contact the credit reporting agencies to request the removal of these unauthorized inquiries [redacted] complaint is without merit based on her extensive transactional history with us On July 10, 2016, [redacted] visited our Los Angeles, California store to request an appraisal of her [redacted] and applied for credit on a [redacted] individually and then jointly with [redacted] *** Despite a credit approval, [redacted] did not purchase the Terrain [redacted] returned to our Los Angeles store on July 12th, and visited our Torrance, California store on July 12th, July 13th, July 16th and July 17th Over the course of these visits, [redacted] test drove a [redacted] and a [redacted] , applying for credit on each of these vehicles, going back and forth between an individual application and a joint application with [redacted] *** Each of [redacted] (and not 20+) applications was authorized Prior to submitting each application, and as it does for every applicant, our Dealer Affiliate presented [redacted] with an opportunity to review and agree to its Credit Application Terms and Conditions (“Consent Form”) Among other things, the Consent Form authorizes our Dealer Affiliate and its finance sources to “use your credit reports and verify your application information.” [redacted] agreed to and signed a Consent Form for each application ( [redacted] Consent Forms are attached.) Lastly, with respect to [redacted] assertion that her credit score dropped points for each inquiry because of her credit applications, this is inconsistent with our understanding of how credit reporting agencies treat such inquiriesWe encourage [redacted] to review Experian’s FAQs which explain that multiple inquiries for the purchase of a financial product (e.g., an auto loan) within a short period of time such as days is treated as a single inquiry and have little to no negative impact to a credit score This is consistent with an explanation provided by the Consumer Financial Protection Bureau (“CFPB”) Since M [redacted] applications were submitted over the course of days, the resulting inquiries should have had little to no impact to her credit score (The [redacted] FAQs and the CFPB explanation are attached.) If [redacted] has any further questions or concerns regarding our explanation, she is welcome to contact me by phone at [redacted] or by email at [redacted] Thank you for bringing [redacted] complaint to our attention If you need any additional information, please do not hesitate to contact me directly at the contact information provided above Sincerely, Brent A [redacted] Operational Compliance Manager CarMax *** [redacted] ***

April 3, Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Thank you for forwarding the complaint dated March 21, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about October 26, In the complaint, Mrs [redacted] describes multiple visits to service centers for repairs to the Vehicle, most recently for concerns related to a coolant issueShe also expresses frustration with the MaxCare extended service plan that she purchased for the VehicleShe requests that CarMax cover the expense for her recent repairs and refund the full amount for her MaxCare extended service plan CarMax addressed the following concerns at no charge to Mrs [redacted] at two service appointments within the Vehicle’s Limited Warranty Period: replacement of the air filter, the cabin filter, the rear brake pads and rotors, as well as the front wiper bladesCarMax was unable to duplicate the shaking concerns that Mrs [redacted] had described during this period and recommended that she visit a [redacted] service center for a power door lock concern, as well as a knocking noise that Mrs [redacted] was experiencing during operation of the VehicleThe Vehicle then returned to CarMax on or about September 1, 2016, at which time CarMax determined that the front brake pads and rotors needed replacement, completing these repairs at no cost to Mrs [redacted] The third brake light assembly was repaired at this appointment under Mrs [redacted] MaxCare extended service plan, for which she paid her plan deductible The Vehicle was in for service next on or about October 26, 2016, when CarMax completed a state safety inspection and assisted with replacement of the lug nutsMrs [redacted] was responsible of the cost for these maintenance repairs Mrs [redacted] brought the Vehicle to service for an appointment on or about December 22, 2016, for an illuminated check engine light and a plastic smell she stated she noticed while using the Vehicle’s air conditioning and heating systemCarMax was unable to duplicate the plastic smell while the Vehicle was in for serviceThe Vehicle’s coolant bypass valve was replaced during this appointment and related repairs were completed under Mrs [redacted] MaxCare extended service planThe Vehicle returned to CarMax on or about January 16, 2017, as the check engine light was again illuminated and Mrs [redacted] stated that she had noticed the smell return when using the heating systemCarMax pulled a related code and recommended having a local [redacted] service center complete additional diagnostic testing and repairsThe [redacted] service center was unable to duplicate the smell while in possession of the VehicleThe most recent appointment that CarMax has record of took place on or about February 9, 2016, when CarMax authorized a $ diagnostic test at an independent repair shopThe diagnostic testing revealed a code for the Vehicle’s temperature gauge Starting on or about October 21, 2017, members of CarMax’s Customer Relations team have been in contact with Mrs [redacted] over the phone and on [redacted] CarMax has worked with Mrs [redacted] to address her mechanical concerns and also spoke with her about the option to visit for an appraisal, as she stated she was unhappy with the VehicleCarMax’s records indicate that Mrs [redacted] received a written appraisal offer on or about December 29, 2016, and elected to maintain ownership of the VehicleCarMax recently received an email from Mrs [redacted] on or about March 6, 2017, regarding her taking the Vehicle to a local service center for the check engine lightShe told CarMax on or about March 14, 2017, that the service center had diagnosed the Vehicle as needing a hose replacement, a repair that was not covered under the terms of her MaxCare extended service planThe invoice that CarMax received from the service center states that four hoses were replaced on the Vehicle, and the document did not mention a check engine light concern Based on the information included on the invoice for the Vehicle, CarMax determined that these repairs were related to maintenance and let Mrs [redacted] know that there would be no assistance with the repair expense that she had authorized CarMax spoke with Mrs [redacted] on [redacted] on or about March 21, 2017, for questions regarding cancelling her MaxCare extended service planMrs [redacted] was encouraged to contact the Business Office at CarMax [redacted] , to allow an associate to speak with her regarding the cancellation processAfter receiving an email from Mrs [redacted] on or about April 3, 2017, CarMax again confirmed for Mrs [redacted] that there would be no assistance with her recent expenses for Vehicle maintenance While CarMax will not be participating in the settlement requested by Mrs [redacted] , we will be happy to assist with processing the cancellation of her MaxCare extended service planAs Mrs [redacted] elected to include the MaxCare extended service plan in the financing for the Vehicle, a prorated refund based on the coverage remaining would be applied to the principle balance for the loanMrs [redacted] is encouraged to contact CarMax [redacted] at [redacted] for any questions that she has regarding this 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

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, Tammy Farrar

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 overspray paint that I found is proof enough that ycarmax does not inspect their cars as they claimI also found the exhaust on the driver's side bent and bolted up in a fashion of trying to hide somethingThe rear tires are dry rotted and lower than the carmax standards of 4/32sI have taken my car to multiple places and have proof with mileage/vin on my paperwork proving the car was sold to me with below 4/32sCarmax needs to take care of the rear tires, the paint overspray/incorrectly painted rear bumper, the incorrectly retrofit fixed exhaust Regards, *** [redacted]

Dear MrsJ [redacted] Via: Thank you for forwarding the complaint dated July 7, 2017, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about July 28, In the complaint, Mrand Mrs [redacted] describe frustration with the mechanical quality of the Vehicle, noting concerns with a shuttering or pulsating sensation when applying the Vehicle’s brakes, which they share has resulted in multiple return service visitsMr and Mrs [redacted] request that CarMax address this concern and note in their letter that they will only bring the Vehicle to a [redacted] service center for any necessary repairs Records indicate that the Vehicle arrived to CarMax Laurel for diagnosis of a brake pulsation on or about August 15, 2016, when CarMax completed rotor resurfacingFollowing this appointment, the Vehicle returned to CarMax for a shuddering concern on or about August 31, 2016, and was sublet to a local [redacted] service center for diagnostic testing and repairsDuring the time that the Vehicle was at the [redacted] service center, Mrs [redacted] spoke with members of CarMax’s Customer Relations department via [redacted] and over the phone, starting on or about September 2, 2016, when she expressed her concerns with a slipping sensation she had felt while applying the Vehicle’s brakesWhile the [redacted] service center was unable to duplicate this concern during the appointment, it’s noted that they completed an update to the power-train control module and the Vehicle was returned to Mrand Mrs [redacted] on or about September 7, Mrs [redacted] sent a message to CarMax’s Customer Relations department via [redacted] on or about September 19, 2016, to share that the problem had returned and she would be taking it back to the [redacted] service centerRecords indicate that Mrs [redacted] did not share additional information following CarMax’s response to her [redacted] message this same date Mrs [redacted] called CarMax’s Customer Relations department next on or about May 22, 2017, to share that the problem had returned and the Vehicle was at the [redacted] service center, where she was informed that she would need to pay $ [redacted] for rotor replacementCarMax Laurel’s Service Manager spoke with Mrs [redacted] by phone briefly this same day, and it is noted that she stated she would need to call back later to continue the conversationRecords indicate that Mrs [redacted] called CarMax [redacted] Service Manager the following day, stating that she had already authorized [redacted] to complete the repairs and wanted CarMax to reimburse her for the expenseAs the Vehicle was outside of both the 30-Day Limited Warranty period, as well as CarMax’s 6-month/6,000-mile warranty for mechanical repairs, it was communicated to Mrs [redacted] that CarMax would not be assisting with reimbursement for these repairs Based on the information provided by Mrand Mrs [redacted] in their RevDex.com complaint, the [redacted] service center has recently diagnosed a transmission issue with the VehicleService records indicate that this concern is unrelated to previous diagnostic testing results or repairs completed at either CarMax or the [redacted] service centerAs [redacted] offers a year/60,000-mile warranty for transmission components, it’s CarMax’s understanding that this concern would fall under the manufacturer’s Powertrain Limited Warranty coverageMrand Mrs [redacted] are encouraged to contact the service department at CarMax Laurel (301-604-8560, option 4), for any unaddressed questions about the Vehicle’s previous repair work or to further discuss [redacted] ’s recent diagnosis 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 R [redacted] Analyst, Executive Response Team

August 5, [redacted] Moorefield Park Drive, Suite 300Richmond, Virginia [redacted] ***I am writing you in response to your letter dated July 28, 2015, wherein you forwarded a complaint from Mr [redacted] regarding his interest in purchasing a vehicle from the CarMax store located in [redacted] , [redacted] (“CarMax”).CarMax maintains the right not to do business with Mr*** This decision could be related to his recent interaction with CarMax or information that Mr [redacted] may have provided to CarMax during a previous transaction No further information is availableThis is a final decision that is applicable at all CarMax locations.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely, [redacted] ***

August 19, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Complaint ID: [redacted] Retail Installment Contract Dated 03/19/(the “Contract”) Account No [redacted] Dear Sir/Madam: This is further to the above referenced consumer complaint Thank you for bringing Mr [redacted] complaint to our attention and for the opportunity to respond Mr [redacted] filed an identical complaint to the Consumer Financial Protection Bureau [redacted] We, again, thank you for bringing this matter to our attention and affording us the opportunity to provide this explanation If you have any further questions or concerns, please feel free to contact me at [redacted] or by email at [redacted] Sincerely, Brent A [redacted] CarMax Auto Finance CC: Henry Chen

July 19th, [redacted] RE: [redacted] Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his attempt to purchase the Vehicle from CarMax of [redacted] , [redacted] (“CarMax”)In his complaint, Mr [redacted] requested reimbursement of the $ [redacted] transfer fee that he paid CarMax charged for the Vehicle transfer CarMax initiated the transfer of the Vehicle from Tinley Park, IL to [redacted] , OR on approximately June 11th, The Vehicle arrived well within the 28-day time period communicated to Mr [redacted] At the time the Vehicle arrived, CarMax completed an appraisal on a vehicle Mr [redacted] wished to trade in for the VehicleA competitive offer was made however Mr [redacted] declined CarMax’s offer CarMax will not be participating in Mr [redacted] requested settlement as the transfer fee is a non-refundable charge used for the transport of the Vehicle to a location more convenient for Mr [redacted] Additionally, CarMax does not make or guarantee the amount of any appraisal offer over the telephone.If Mr [redacted] has any questions about this offer, he is welcomed to contact me at [redacted] , ext*** Thank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D [redacted]

July 27, [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 13, at the CarMax store located in [redacted] (“CarMax”) In this complaint Mr [redacted] is requesting for CarMax to address the soft top fabric issue and the missing tow harness According to our records, on or about July 21, CarMax spoke to Mr [redacted] further about his concerns CarMax explained that our technicians do not install tow packages related to the wiring harness needed for the trailer hitch This is something that has to be completed by the manufacturer CarMax also explained that we needed further diagnosis on the rip in the soft top This would have to be completed by a specialized vendor The Vehicle will have to be seen by [redacted] and [redacted] to address the concerns further CarMax has left messages for Mr [redacted] in an attempt to schedule an appointment to assist Mr [redacted] has not responded CarMax is offering to help address Mr [redacted] concerns as requested in the complaint Mr [redacted] should call the CarMax service department at [redacted] as soon as possible to schedule a service appointment to take care of the concerns CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted]

May 10th, [redacted] ***, Operations Supervisor RevDex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] [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 Tinley Park, IL (“CarMax”) on March 2nd, Ms [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months, or until the Vehicle exceeded 75,miles, with a deductible of $and up to days of rental transportation for covered repair claimsIn her complaint, Ms [redacted] requested reimbursement for rental insurance coverage while the Vehicle was at CarMax for repair CarMax was aware of Ms [redacted] ’s concerns prior to receiving this complaintAccording to CarMax’s records, the Vehicle was repaired on approximately April 26th, under the terms of Ms [redacted] ’s ESP Rental insurance is the responsibility of the vehicle ownerAs such, CarMax declines to participate in insurance costs related to Ms [redacted] ’s rentals In the event that Ms [redacted] has further questions, she is welcomed to contact me at 1-800-519-1511, ext*** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted] Analyst, CarMax Customer Relations

To Whom it may concern, I disagree with the business responseI did not put in a request or application

January 26, [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 [redacted] regarding the Vehicle she purchased from CarMax of Fort Worth, Texas (“CarMax”) on February 3, In her complaint, Ms [redacted] states that the Vehicle has been in for service three times since purchase She states that she would like CarMax to buy back the Vehicle On approximately May 6, 2015, Ms [redacted] brought the Vehicle to CarMax for an engine light concern CarMax sublet the vehicle to Lone Star Bavarian, where the harmonic balancer was replaced The repair was covered by an extended service plan On approximately July 27, Ms [redacted] brought the vehicle to CarMax for an overheating concernCarMax sublet the vehicle to [redacted] , where the water pump and thermostat were replaced The repair was covered by an extended service plan On approximately October 28, 2015, Ms [redacted] brought the vehicle to CarMax for a clutch concern CarMax advised that clutch failure is considered maintenance and is not covered by the extended service plan CarMax offered to diagnose the vehicle Ms [redacted] declined Ms [redacted] then had the vehicle appraised CarMax offered $8,for the Vehicle Ms [redacted] declined to sell the Vehicle Ms [redacted] states that she would like CarMax to buy back the Vehicle CarMax is not able to do this as the Vehicle is outside CarMax’s 5-Day Money Back Guarantee CarMax is happy to diagnose any current service concerns on the Vehicle, and complete needed repairs If Ms [redacted] would like to sell the Vehicle, CarMax is glad to complete another appraisal If Ms [redacted] has any additional questions, she may contact me at 1-800-519-ext*** Sincerely, Jennifer [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 Regards, [redacted] The information that was stated is not trueI had a call on the 10th concerning my repairI was never never contacted on the of Nov with a repair noticeI have the recording on all phone called on my phoneI can prove that this is not trueThese statements are liesI even spoke to a person named Jeff who stated he would call me back I never received a callI informed car max of car pulling to the left two days of having autoI received no call from JeffI received a call from repI took car only to find parts for repair was not complete and auto is still not fixedThe alignment is not right and now it pulls to the rightGas door on auto is still not repairedI have a new appointment for 12/1/I spoke to customer that got an appointment for next day I've been waiting over days for repair on on my autoIS THIS A [redacted] PROBLEMIs it my name or because I made a complaint?????What ever it is I paid for a car before repaired were made ...and once carmax gets payment your a past customer