CarMax

I was looking to get a more reliable vehicle for my mother, as a birthday gift. So I found a decent priced used vehicle, did my own diligence and got the pre-approval with my own bank. The only thing that Carmax had to do was take my order and file the paperwork, then deliver. This pathetic monstrosity in Colorado Springs, dragging their feet, took four days to complete what should’ve took one day. Then, after many calls about this pathetic service, the home office calls me Alison Hylton at first was appearing to be helpful and get the vehicle delivered, she made verbal promises to have it delivered by 1pm. By 1230 I get an email from Alison, “ Just checked in with our home delivery team and everything looks good- It may be delivered a bit after 1:00, so I just wanted to give you the heads up.” a bit after is not 330 pm which is when I get a call saying that it will arrive at that time. I have been very clear that this is unacceptable, where I was put on immediate hold and then hung up on! I attempted to contact Alison by phone and email, where I was absolutely ignored and no response was given. Only pathetic criminals act like that! You should be ashamed and immediately terminated!

Back in November, I found a car on the CarMax website; it was in Austin. They said it could be transferred to a store in San Antonio. After a few days I went to look at it and it was sent to the wrong store. I went back to look at it a second time at the LiveOak store and there were questions about one tire. I asked if they could replace that one tire; they told me no. It passed their inspection point crap and it was fine. I left not satisfied and not sure what to do about the car. The manager didn't care if I was satisfied or not; I could tell. I had a couple of people go by to look at the car and test drove it. Tire seemed fine. I went for a third time to purchase the car at about 11am. The sales person told me no one could help me and if I could come back. Ugh. I said no, if I leave here again I'm not coming back. I should've just left at that point. After waiting for a bit; someone came over to help me. I purchased the vehicle, left my down payment and signed papers. Then needed to clean and wash the car; so I was told to come back later that evening. When I went to pick it up the all looked good. It was washed and clean. We took off; about 20 minutes later the tire pressure light came on. Ugh. Went back to the store; they checked the tires all were good. Probably didn't reset the thingy in the car. When I got home I noticed an LED light was out...so much for their inspection. I called them, of course they said to come back to get it replaced. Ugh. A week later I was in an accident in my new car. My car has been in the shop for almost 2 months...another long story. I called CarMax to call Caliber to discussed how to get the light replaced while it's in the shop so I don't need to deal with anymore shops. The service guy said no, he wouldn't call anyone and I can take the car back to Carmax for the light to be ordered then I'll need to take it back to get it replaced. This is my 2nd car I've purchased from CarMax, but I will not buy from them again. The customer service is horrible; starting with the manager all the way down to the service tech. Don't bother with this place...they are not there to help only to make money. Take your business elsewhere.

April 19, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: Ms [redacted] Complaint ID [redacted] [redacted] , VIN: [redacted] (the “Vehicle”) Dear Mrs***: Thank you for forwarding the complaint dated April 4, regarding the Vehicle purchased from the CarMax store located in Baton Rouge, Louisiana (“CarMax”) on or about March 11, Ms [redacted] requested in the desired settlement for CarMax to either take full return of the Vehicle or allow her to exchange the Vehicle for anotherCarMax reviewed Ms [redacted] ’ request and elected to take full return of the Vehicle However, CarMax attempted to contact Ms [redacted] and MrSimmons (the primary owner of the vehicle) by phone on several occasions, but has been unable to connect CarMax left a voicemail at the time of each callIf Ms [redacted] and MrSimmons would like to accept CarMax’s offer to take full return of the Vehicle, they are encouraged to contact CarMax’s Line Production Manager, Patrick B [redacted] , at (225)663-ext [redacted] within the next business daysCarMax appreciates the opportunity to respond to this complaint and considers this matter closedPlease contact me at (804)747-extension [redacted] with any questions you may haveSincerely, Nekia W [redacted] Analyst, Executive Response Team

Revdex.com: I have reviewed the offer 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.The service manager I first dealt with tried using the day warranty thing against me as wellI spent an extra $to purchase the CarMax extended warranty upon purchasing the carThat EXTENDS the warranty for 5yrs 100k milesSo if I use CarMax's logic, then I'm well within my warranty and all should be coveredRegardless, what does it matter? The problem exits regardless of warranty, and has so since day That is just a tactic they are hiding behind, which has now been proven invalid, not once but twiceFurthermore CarMax DID NOT perform an alignment on the carI had that done at a completely different mechanics shopIn their response they even acknowledged one of the glaring problemsNo one rotated the fronts as I had asked to do multiple timesI made it more than clear that by doing so the full extent of the issue would be shownI have the tires in the position they are currently in FOR MY OWN SAFETYThey also claim they did not detect a pullThey drove my car less than a mileLESS THAN A MILEdifferent test drives, all equalling less than a mileWhat are you going to find out in such a short distance? That is not far enough to drive on any of the local freeways, where the speeds cause a bigger issueSomething else I pointed out multiple timesI have to wonder why when driving, the car clearly goes to the right if I take my hands off the steering wheelDoesn't matter which road or which lane (so the claim of road crown I've heard from them is also invalid)Swap the tires and suddenly that pull becomes much more drastic and suddenly goes to the leftWeird how that changes when there's supposedly no issue with anythingIt comes down to thisThe car should not have been sold with the tires that are on thereRotating them negatively impacts the driving of the car in a very serious mannerAs I've stated over and over and over again, if someone from CarMax would just listen and simply swap the front tires and then drive the car, they would see the seriousness of the problemInstead they continue to ignore the issue and purposely avoid diagnosing my car in a manner that would make the issue impossible to ignoreIf there is no problem do they refuse to swap my tires and then drive the car? Now I'm stuck with a bad set of tires that I probably shouldn't be driving on, and can not rotate because it makes the car dangerous to driveSo now I have to pay to have them replacedon a car that was purchased in OctoberI am honestly taken back by CarMax's continued business tactics in regards to standing behind selling a car that can potentially be dangerous to drive, all do to their negligence So until new tires are on this car the issue they refuse to acknowledge, let alone address, will continue to exist Regards, [redacted]

I got screwedThey offered me an appraisal and then didn't honor itThey totally screwed me as I made other arrangements to purchase new vehicleNow I am stuck with both and have now way of affording to both vehicles

December 30, Roman"> [redacted] Revdex.com [redacted] RE: Amrit Singh [redacted] *** VIN [redacted] (“the Vehicle”) Dear [redacted] ***, Thank you for forwarding this complaint received in your office from [redacted] *** regarding the Vehicle purchased from CarMax of [redacted] , [redacted] (“CarMax”) on 12/05/ [redacted] is requesting that CarMax pay to have the Vehicle repaired by [redacted] CarMax appreciates the opportunity to respondCarMax took the Vehicle to the [redacted] dealer and the concerns have been taken care of We consider the complaint resolvedPlease call me at (***)***-***, extension***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

April 9, [redacted] Re: Complaint ID [redacted] Dear [redacted] ***: I am writing you in response to your letter dated March 14, 2014, wherein you forwarded a complaint from [redacted] [redacted] requested in the desired settlement for CarMax to repair the existing concerns with her vehicle at no cost and to replace the missing tire key Additionally, [redacted] requested that CarMax be held accountable for the level of customer service she received [redacted] purchased a [redacted] , VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about August 29, [redacted] mentioned in the complaint that during a previous repair visit she addressed a coolant concern MsGraham brought the Vehicle to the Service Department on or about January 16, to have the spark plugs replaced and a 40,mile recommended service performed However, CarMax’s records indicate that a coolant concern was not notated at the time of service or anytime thereafter [redacted] mentioned in the complaint that the Vehicle’s tire key was misplaced by the Service Department during her service visit CarMax reimbursed *** [redacted] $for the missing tire keyCarMax has communicated [redacted] feedback regarding the lack of communication she has received and invites her to contact the Customer Relations Department at [redacted] in order to assist with any remaining concerns she may have The Customer Relations Department can be reached Monday through Friday during the hours of 8:AM to 8:PM ESTCarMax appreciates the opportunity to respond to this complaint CarMax apologizes for any inconvenience [redacted] may have experienced and considers this matter resolvedPlease contact me at ( [redacted] extension [redacted] with any questions you may haveSincerely, [redacted] Analyst, Executive Response Team

December 29, [redacted] Operations Supervisor Better Business Bureau 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 Greensboro, NC (“CarMax”) on June 12th, In her complaint, Ms [redacted] requested that CarMax replace the Vehicle due to oil consumption concerns since her purchase Prior to filing this complaint, on December 28th, 2015, Ms [redacted] contacted CarMax Customer RelationsCarMax worked with a Chevrolet dealership to address the concerns on the Vehicle and complete a diagnosisIn the interest of customer service, returned the Vehicle on January 18th, 2016, and refunded Ms [redacted] of all expenses since her purchase 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

October 23, [redacted] [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 May 15th, At that time, Mr [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 $ Mr [redacted] brought the Vehicle to CarMax on October 21st, 2015, with a concern that the engine would regularly turn off or not start entirelyCarMax was able to duplicate this concern and recommended a battery replacement in order to complete further diagnosisCarMax installed a new battery at no charge to Mr [redacted] and subsequently found that the Vehicle needed a new alternator This concern was addressed and completed under the terms of Mr [redacted] ESP Mr [redacted] picked up the Vehicle on October 23rd, CarMax is unable to guarantee that mechanical issues will not arise on the Vehicle after sale; however, CarMax will gladly address any repair concerns that Mr [redacted] may have in the futureIf Mr [redacted] has any further questions, he may contact me directly at [redacted] Sincerely, [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 belowThis is completely unacceptableCarmax did fraud and I said I do not want the vehicleCarmax has to buy it back at the full cost I paidAt this point Carmax will deal with my attorney [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

June 6, 0pt;"> Revdex.com Serving Central Virginia [redacted] Richmond, VA RE: Consumer Complaint of [redacted] Dear Sir/Madam: This will confirm receipt and review of a complaint that was forwarded to your office by [redacted] *** [redacted] *** is upset that the credit application he submitted at the CarMax Auto Superstores, Inclocation in [redacted] (CarMax) resulted in multiple credit inquiries on his credit file Following a review of our records it appears that we could have done a better job in explaining our credit application process to [redacted] *** As a result, we will request the national credit reporting agencies to delete the credit inquiries from [redacted] credit file I will attempt to explain the circumstances that led to [redacted] misunderstanding below On May 6, 2014, [redacted] *** called CarMax to inquire about financing the purchase of a [redacted] Our records show that prior to the submission of [redacted] credit application he was advised by the sales consultant that his credit application would be reviewed by multiple financial institutions The sales consultant also attempted to explain to [redacted] *** that though his credit application would be seen by multiple financial institutions, it would only be viewed as one inquiry by the credit reporting agencies [redacted] is a copy of [redacted] FAQ section which clearly indicates that multiple inquires within a specific period of time are either ignored or viewed as one credit inquiry It appears that [redacted] *** understood this to mean that only one inquiry would result from the credit application We apologize for the misunderstanding and any inconvenience caused Thank you for bringing this matter to our attention and for the opportunity to respond Please feel free to contact me at [redacted] , extension [redacted] if you have any questions or concerns Sincerely, [redacted] CarMax CC: [redacted] ***

[redacted] Revdex.com Calibri;">Moorefield Park Drive Suite Richmond, Va Re: [redacted] Dear [redacted] ***, Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted] **, VIN [redacted] (the “Vehicle”) that she purchased on or about December 30, from the CarMax store located in Knoxville, Tennessee In this complaint [redacted] is requesting that CarMax purchase the Vehicle from her for the amount that is owed on her loan As stated in her letter, [redacted] Vehicle has had intermittent issues that neither Carmax nor two other [redacted] have been able to fixCarMax regrets the problems that [redacted] has experienced with her Vehicle CarMax extended an offer to purchase [redacted] Vehicle from her and she has accepted the offer CarMax appreciates the opportunity to respond to this complaintIf you have any further questions, please call me at [redacted] , extension *** Sincerely, [redacted] Analyst, Executive Response Team

Calibri;"> July 21, Via Electronic Mail [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] On June, 26, [redacted] purchased [redacted] ***, VIN [redacted] (the “Vehicle”) from CarMax in Gastonia, North Carolina In his desired settlement [redacted] wanted $in refund for repairs done outside CarMax [redacted] had a local mechanic replace the knock sensors The charge was $ [redacted] feels it is the mistake of Carmax failure to replace the part correctly He is asking CarMax to refund the $ [redacted] did not give CarMax the opportunity to diagnose the issue CarMax does deny the reimbursement of the $ If you have any questions, please contact me at [redacted] , extension *** Thank you for providing CarMax with an opportunity to respond Sincerely, [redacted] SrAnalyst Customer Relations

September 16, [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 3, regarding the Vehicle purchased from the CarMax store located in Irving, Texas (“CarMax”) on or about March 3, In the complaint, Mrs [redacted] states that in the beginning of August the Vehicle began to overheat, which she believes to be in relation to her previous replacement of the thermostat (brought to CarMax’s attention within her first days of ownership)Based on this, Mrs [redacted] is requesting that CarMax cover the cost to repair the Vehicle’s engine, which she states is $8, According to CarMax’s records, the Vehicle’s thermostat assembly was replaced on or about April 8, CarMax did not hear back from Mrs [redacted] until on or about August 18, 2016, after she contacted them in regards to the Vehicle’s engine overheatingDuring her conversation with CarMax, she shared that a mechanic informed her that the Vehicle would need a new head gasket Therefore, CarMax offered to have the Vehicle towed in for further diagnosis at no cost to Mrs [redacted] Upon inspection of the Vehicle, CarMax determined that the engine damage was caused by continuing to drive the Vehicle while it was overheating, which would warrant an engine replacementAs a gesture of goodwill, CarMax offered to complete the engine replacement at their discounted cost due to Mrs [redacted] ’s prior cancelation of her MaxCare Extended Service Plan (on or about March 11, 2016)This would take the cost of repair from $15,to $8,Mrs [redacted] declined CarMax’s offer of assistance Based on the information above, CarMax will not participate in the resolution that Mrs [redacted] seeksHowever, CarMax’s offer to perform the repair at cost still stands; though the engine may vary in cost, depending on prices quoted by the vendorIf Mrs [redacted] would like for CarMax to complete this repair at cost, she can reach out to CarMax’s Service Department at 972-721- 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

November 30, [redacted] Operations Supervisor Better Business Bureau 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 Mr [redacted] regarding his purchase of the Vehicle from CarMax of Modesto, CA (“CarMax”) on February 27th, In his complaint, Mr [redacted] requested that CarMax initiate a full refund of his purchase price due to the Vehicle history After approximately months since purchase and approximately 13,miles added to the Vehicle, CarMax completed an appraisal for $17,on November 1st, Mr [redacted] subsequently contacted CarMax Customer Relations on November 4th, 2015, after having the Vehicle appraised at a third party location; at that time Mr [redacted] stated that there was an accident reported on the Carfax vehicle history report and that the Vehicle had existing frame damageThis accident was not listed on the AutoCheck vehicle history report that CarMax provides each customer at the time of purchase CarMax then offered to complete a full inspection of the Vehicle, with Mr [redacted] present, to look into the concerns of both frame and accident damageUpon inspecting the Vehicle on November 4th, 2015, CarMax found a cracked impact bar on the Vehicle, which is not an indicator of frame damageCarMax offered to have the impact bar replaced at a shop of Mr***’s choosing, at no cost to himMr [redacted] declined this offer and requested a full refund of the purchase price of the Vehicle CarMax guarantees that every vehicle presented for sale is free of both frame and flood damage; however, CarMax does not guarantee that every vehicle sold is accident-freeCarMax provides a vehicle history report on each vehicle available for sale so that the customer is aware of all available information prior to purchase If Mr [redacted] would like to sell the Vehicle, the appraisal offer initiated on November 1st, 2015, still remainsCarMax will not be participating in any refund for the Vehicle as any return time period has expiredIn the event Mr [redacted] has any further questions, he is welcomed to contact me at 1-800-519-1511, ext Sincerely, [redacted] Analyst, CarMax Customer Relations

Revdex.com: I have reviewed the offer 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]

May 17th, [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 Mr [redacted] regarding his purchase of the Vehicle from CarMax of Indianapolis, IN (“CarMax”) on December 8th, In his complaint, Mr [redacted] requested that CarMax replace the tires on the Vehicle CarMax was aware of Mr [redacted] ’ concerns prior to receiving this complaintAccording to CarMax’s records an inspection of the tires on the Vehicle was completed at CarMax in approximately February of At that time, each tire exceeded CarMax’s standards Mr [redacted] contacted CarMax Customer Relations on approximately April 29th, 2016, reiterating concerns about possible dry-rot associated with his tires and requested CarMax replace the tires at no cost to himMr [redacted] has put on approximately 10,miles since purchasing and is outside of any warranty period which CarMax offers CarMax would be happy to replace the tires on the Vehicle; however, the cost of this repair would be the responsibility of Mr [redacted] In the event that Mr [redacted] has further questions, he is welcomed 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

[redacted] Revdex.com Moorefield Park Drive Suite Richmond, Va Re: [redacted] Dear MrsMann, Thank you for forwarding the complaint received in your office from MsChyna [redacted] regarding an attempted purchase at the CarMax store located in Lithia Springs, GeorgiaIn this complaint Ms [redacted] is requesting that CarMax honor the original down payment and monthly payment amount that was discussed with her As stated in the letter, Ms [redacted] spoke with a sales consultant in regard to purchasing a vehicle and also the payoff on the trade vehicleMs [redacted] was given the details of the purchase including the down payment and monthly payment amount The vehicle she wished to purchase needed to be transferred to the storeUnfortunately, since the vehicle technically was not in the inventory at the selling location yet, the order was built but did not include the negative equity ($ [redacted] ) from the vehicle that was to be traded in It wasn’t until the vehicle arrived at the store and the order was built that the negative equity was applied to the order After the negative equity from the trade- in vehicle was applied, the down payment and monthly amount changed greatly At that time, Ms [redacted] was unable to afford the down payment and the monthly payment amount as requested by the finance company CarMax regrets the inconvenience that this may have caused Ms [redacted] CarMax is declining the settlement request as set forth in this complaint Please call me at ( [redacted] , extension ***, if you have any questions Sincerely, [redacted] Customer Relations

11/21/ Roman"> [redacted] Revdex.com [redacted] RE: [redacted] [redacted] [redacted] (“the Vehicle”) Dear [redacted] ***, Thank you for forwarding this complaint received in your office from [redacted] *** regarding the Vehicle purchased by CarMax of [redacted] , Arizona (“CarMax”), on or about 10/24/ [redacted] is requesting an immediate payoff of her loan to her finance company On or about 10/29/2014, a payoff check was sent to the finance companyCarMax called the finance company on or about 11/06/and a representative stated they had not received the check [redacted] contacted CarMax on or about 11/07/and requested that CarMax void that first check and issue a new oneOn or about 11/12/2014, the Finance Company received the first check and deposited itIt was this check which CarMax had previously voided at [redacted] ***’ requestDue to the holiday, CarMax sent the second check to the finance company on or about 11/12/On or about 11/14/CarMax received a call from a representative stating that the finance company had received the second checkAt that time, the representative stated they had to wait for the first check to come back before they could process the second check Once the finance company has received the first check, they will apply the second check and [redacted] account will be closed CarMax appreciates the opportunity to respond to this complaint We consider the complaint resolvedPlease call me at [redacted] , extension***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

October 10, 0in 0pt;"> Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Retail Installment Contract Dated 09/10/ [redacted] , VIN – [redacted] Dear Sir/Madam: Thank you for forwarding [redacted] complaint to us for review and response [redacted] is requesting for an explanation of charges for his vehicle and for a copy of the voluntary surrender form he executed when he surrendered his vehicle [redacted] is also requesting that we update our tradeline to show that he voluntarily surrendered his vehicle Further to [redacted] request, we have attached a copy of the voluntary surrender form and an Explanation of Calculation of Deficiency, which shows how much [redacted] owed after we applied the sale price of his vehicle to his outstanding account balance According to our records, this explanation was provided to [redacted] on August 15, in accordance with our vehicle repossession and disposition process If this is not the explanation [redacted] is seeking, he should contact us at the number below Nonetheless, we think it is imperative to mention that [redacted] complaint is the first notice we have on record regarding his request for the voluntary surrender form After receipt of [redacted] complaint, we contacted the location of our dealer affiliate (CarMax Auto Superstores, Inc.) – where [redacted] surrendered his vehicle We were informed that they had no record of [redacted] request for the voluntary surrender form Regarding [redacted] request that we update our tradeline to reflect that he voluntarily surrendered his vehicle, please know that we have submitted a request to the three national credit bureaus to update our tradeline accordingly It may take up to days for [redacted] credit file to reflect this update Again, thank you for bringing this matter to our attention and affording us with the opportunity to provide this explanation If you have any questions or concerns regarding our explanation, please contact us at [redacted] , extension *** Sincerely, [redacted] Legal Assistant CarMax Auto Finance Enclosures CC: [redacted]