CarMax

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.]I went to CarMax Feb7, to appraisal my carand they had me pick a another carBut this is not helping me Ill lose all the payment I had made and start with a new billwere should I go from here? Regards, [redacted] ***

Roman';"> July 8, Via Electronic Mail [redacted] ***, Operations Team Leader Revdex.com Moorefield Park Drive, Suite Richmond, VA Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] ***On May 23, 2014, [redacted] *** went to the Hunstville, AL to secure financing for a [redacted] ***, VIN [redacted] (the “Vehicle”) In her complaint, [redacted] *** is requesting that CarMax complete her financing [redacted] *** has not been able to establish proof of residence required by the finance company [redacted] *** needs to return the Vehicle or pay for the Vehicle in full Currently, our Credit & Collections department is handling this issue CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

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.I'm not pleased with the offerCarmax is lying because the accident was never disclosed and I was never given a copy of the accident report even after asking for one stating that " IF THIS CAR HAS EVER BEEN IN ANY ACCIDENT AT ALL I DO NOT WANT IT" and the salesman assured me that it " the car has a clean [redacted] ***." Only after I went to trade it did I find out about the accident which prevented me from getting into the car I wanted specifically because of the " accident that happened in New York." I did pay $20,plus a $3,downplay meant so Carmax lied when they said that I only paid $20,I paid $3,cash!!!!! According to the law because I asked for the [redacted] and also asked specifically about accidents associated with this car prior to purchasing it I am absolutely entitled to not only my down payment but also every dime that I put into this car from the very beginning ! How do I know this info? The guy at dealership where I was intending to trade this van at told me that he himself had to personally write out a check because he forgot to provide a customer a copy of the [redacted] I will not accept Carmax offer because they know that they 100% in the wrong and they know it! They want me to give them my car plus my downpayment and be left with nothing As [redacted] says NO DEAL! Regards, [redacted] ***

June 8th, [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 March 2nd, In his complaint, Mr [redacted] states that the tires on the Vehicle are the incorrect size and type and requests CarMax replace the tires on the Vehicle with the correct size CarMax was aware of Mr [redacted] concerns prior to receiving this complaintOn approximately March 23rd, 2016, Mr [redacted] brought the Vehicle to CarMax with the same concern regarding the tires on the Vehicle CarMax inspected the tires and noticed that the tires matched the manufacturer’s specifications for size and typeAt that time, CarMax communicated this with Mr*** During this inspection, CarMax also completed a tire rotation and found the tires to meet state inspection standards CarMax would be happy to replace the tires on the Vehicle per Mr [redacted] request; however, that would be at the expense of Mr***If Mr [redacted] has any further questions regarding this concern, he is welcomed to contact me at [redacted] ext*** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D***

August 24, [redacted] [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (“the Vehicle”) Dear [redacted] ***, Thank you for forwarding the complaint received in your office from Ms [redacted] regarding the sales tax on her vehicle from CarMax of [redacted] (“CarMax”) on August 5th, CarMax attempted to reach Ms [redacted] to discuss her concerns on multiple occasionsEach attempt rendered no response from Ms [redacted] on this issue CarMax declines to participate in payment of the sales tax due, as this is the responsibility of Ms***Additionally, Ms [redacted] must pay sales tax to the state of New York for the Vehicle before the license plate and registration will be provided In an effort of customer service, CarMax offers Ms [redacted] a discounted rate on an extended service plan for the Vehicle and also financial reimbursement for the inconvenience Thank you kindly for providing CarMax the opportunity to respond to this matterIf Ms [redacted] has further questions, she may contact me directly at [redacted] , 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.Although Carmax did relay their settlement agreement regarding and in response to my complaint, I would like the balance written off as a Charity adjustment not [redacted] reported to***I am on total disability and do not or should not have to deal with any issues regarding this matter and should be handled as suchMy sister spoke with Carmac yesterday to give us something in writing and also informed her that once we have paid remaining balance in full, he would mail us the "title" to the truckWe need this in writing from Carmax with all pertinent information as noted in the response sent to your office at the Revdex.comWe need this letter of confirmation and acceptance sent out asap to the address they have on file which is the home addressPlease confirm with Carmax that this is part of the settlement and my agreement with them as well as their agreement with me in the handling of this complaintThank you, Sincerely, [redacted] Mobile [redacted] Regards, [redacted]

August 22, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] Dear Ms***: Thank you for forwarding the complaint dated August 10, regarding the Vehicle purchased from the CarMax store located in Knoxville, Tennessee (“CarMax”) on or about August 3, In the complaint, Ms [redacted] describes concerns with the Vehicle’s wheel bearings, alignment, tires, brakes, and headlightsShe requests that CarMax allow her to be present for the inspection process or provide her with store credit for damage that she feels could have taken place Records for the Vehicle state that the initial CarMax Quality Certified inspection was completed on or about July 20, 2016, prior to the original purchase dateAfter purchase, company records indicate that CarMax addressed issues with the Vehicle’s third brake lamp, wheel bearings, and tires during the initial service visit, starting on or about August 5, Documentation from the service department states that an additional CarMax Quality Certified inspection was completed on the Vehicle during this visit, as promised to the primary owner of the Vehicle (and requested by Ms [redacted] ) Soon after the Vehicle was picked up from CarMax on or about August 8, 2016, it was noted that the left high beam light was inoperable and a faint noise could be heard when using the cabin blower fanCarMax offered the primary owner of the Vehicle the option to either repair these concerns at no cost or return the Vehicle, should he wish to do soThe primary owner of the Vehicle elected for CarMax to repair the mechanical concerns on or about August 10, These repairs were completed by August 11, CarMax’s records also indicate that a loaner vehicle was provided during both occasions when the Vehicle was at the service department While CarMax previously offered the option to return the Vehicle outside of the 5-Day Money-Back Guarantee period, Ms [redacted] and the primary owner elected to maintain ownership of the VehicleBased on this, in addition to CarMax’s gesture to perform a second CarMax Quality Certified inspection on the Vehicle at no cost, CarMax feels that they have adequately addressed her concerns and will therefore not be participating with any additional offers of assistance 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, Kristina S [redacted] Analyst, Executive Response Team

Within two hrs of filing this complain, I received a call from [redacted] at CarMax and was re-funded the [redacted] that I had been over charged for the diagnostic testing - I would like to withdraw my complaint at this time thank you [redacted] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

February 23, [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 16, regarding the Vehicle purchased from the CarMax store located in Sanford, Florida (“CarMax”) on or about January 30, In his complaint, Mr [redacted] describes concerns with the Vehicle’s check engine light, passenger side sun visor, and engine coolant lightMr [redacted] requests that the 30-day limited warranty for the Vehicle be reinstated and the OnStar trial reset for the full months CarMax is working to address the mechanical concerns on the Vehicle as quickly as possibleAccording to CarMax’s records, CarMax experienced difficulty in sourcing the parts necessary to complete the repairThe service department has been in regular communication with Mr [redacted] during this timeCarMax previously offered an extension to the 5-day Money-Back Guarantee due to the delays with the repairCarMax’s records indicate that Mr [redacted] elected to keep the Vehicle and will be returning to the service department for additional repairs as soon as the sun visor clip arrivesPer Mr [redacted] ’s request, the 30-day limited warranty will be extended to reflect time the Vehicle was at the service center If Mr [redacted] elects to purchase a subscription to OnStar services, CarMax will reimburse the cost of one month of serviceTo receive this reimbursement, Mr [redacted] will need to submit a receipt for the expense to the CarMax service department 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 [redacted] Analyst, Executive Response Team

September 5, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Retail Installment Contract Dated 07/27/ [redacted] , VIN: [redacted] Dear Sir/Madam: Thank you for forwarding [redacted] complaint to us for review and response [redacted] is requesting that we remove her name from the above-referenced contract because the co-buyer on the contract provided information relating to his address and income on the credit application that was submitted to purchase the vehicle [redacted] also indicates in her complaint that the co-buyer agreed to return the vehicle after she discovered that the co-buyer provided information on the credit application For the reasons which follow, we cannot grant [redacted] the relief that she seeks Our records show that prior to submitting this complaint, [redacted] brought her concerns to our attention There appears to be some inconsistency regarding why [redacted] is requesting to be removed from the contract On August 4, 2014, [redacted] called to inform us that the co-buyer purchased the vehicle without her consent, which is inconsistent with the reason she disclosed in her complaint Following our August 4, conversation, we immediately commenced a fraud investigation into [redacted] ’s allegation We closed our investigation after a conversation with [redacted] on August 6, During this conversation, [redacted] admitted that she knowingly purchased the vehicle with the co-buyer and that she and the co-buyer recently had a disagreement [redacted] are the contract documents executed by [redacted] at the time of the purchase Again, thank you for bringing this matter to our attention and affording us with the opportunity to respond If you have any questions or concerns regarding our explanation, please contact me at [redacted] , extension*** Sincerely, [redacted] CarMax Auto Finance [redacted]

June 7, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] Dear Ms***: Thank you for forwarding the complaint dated May 25, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about May 17, In his complaint, Mr [redacted] describes concerns with the Vehicle’s alignment, including tie rod and rack and pinion componentsHe requests that CarMax reimburse him the $he paid for diagnostic testing and coordinate repairs at a [redacted] authorized service center Company records state that repairs on the Vehicle started at CarMax on or about May 25, to address Mr [redacted] ***’s concernsCarMax completed the necessary repairs on the Vehicle at no cost to Mr [redacted] ***, with the appropriate OEM componentsService notes list that Mr [redacted] was informed that the repairs were complete on or about June 8, 2016, and that his vehicle was ready for him to pick upCompany records indicate that it was communicated to Mr [redacted] that the repairs would not impact the Vehicle’s manufacturer warranty CarMax will reimburse Mr [redacted] the diagnostic charge of $154.05, and will begin processing that as soon as he submits a copy of his invoice to the service departmentThe reimbursement process takes approximately ten to fifteen daysMr [redacted] is encouraged to call the CarMax service center at [redacted] for any questions related to his recent concerns CarMax appreciates the opportunity to respond to this complaint Please contact me at [redacted] , extension ***, with any questions you may have Sincerely, Kristina S [redacted] ***

August 5, 2014> VIA ELECTRONIC MAIL [redacted] Revdex.com Serving Central Virginia, Inc [redacted] Re: Complaint ID [redacted] Dear [redacted] ***: I am in receipt of the complaint filed by [redacted] on July 22, regarding a [redacted] *** (the “Vehicle”), VIN [redacted] , that was purchased at the CarMax store located in [redacted] (“CarMax”), on or about April 19, [redacted] requested in her desired settlement that CarMax replace all four of her tires [redacted] mentioned in her complaint that she took the Vehicle to [redacted] to have the tires rotated and was advised they could not be rotated due to the damage [redacted] also mentioned she took the Vehicle to Discount Tire and was advised the tires should not have passed inspection [redacted] before purchasing the Vehicle addressed the tire concern with her Sales Consultant and a Sales Manager CarMax inspected the tires and confirmed that they did not need to be replaced [redacted] agreed to continue with purchase of the Vehicle CarMax offers a five calendar day money back guarantee policy on all used vehicles [redacted] had the opportunity to return the Vehicle during the five calendar day money back guarantee She decided to keep the Vehicle As a gesture of goodwill, CarMax has offered tires to [redacted] at a discounted rate She has accepted the offer and is currently working with the store to schedule her appointment 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]

April 8, 2014> VIA ELECTRONIC MAIL [redacted] ***, Operations Supervisor Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA Re: Complaint ID [redacted] Dear [redacted] ***: I am in receipt of the complaint filed by [redacted] on March 27, regarding a [redacted] (the “Vehicle”), VIN [redacted] , that was purchased at the CarMax store located in Raleigh, North Carolina (“CarMax”), on or about December 27, [redacted] requested in her desired settlement a replacement vehicle [redacted] shares her frustrations that the Vehicle recently broke down in the complaint She had the Vehicle towed to CarMax of Raleigh, North Carolina on or about March 27, CarMax recommended to have the Vehicle sent to [redacted] to have a diagnosis completed [redacted] declined the recommendation CarMax met with [redacted] on or about April 1, to discuss next steps [redacted] authorized CarMax to have the Vehicle towed to [redacted] *** to complete the needed repairsCarMax had the Vehicle towed on or about April 2, The Vehicle is currently being repaired by [redacted] *** [redacted] purchased a [redacted] *** (“ [redacted] ”) during the purchase of the Vehicle As a gesture of goodwill CarMax offered to cover [redacted] [redacted] and [redacted] for her [redacted] related to this most recent service visit at [redacted] *** [redacted] has accepted CarMax’s offer CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved Please contact me at [redacted] extension *** with any questions you may have Sincerely, [redacted] Analyst, 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] I am not satisfied with this offerI was a victim of deceptive trade practiceMy sales person clearly stated their would be only inquiryAs I stated to her if more than inquiry would appear on my report I do not want to applyI was reassured there would only be one Please delete inquiries and this matter can be resolved

March 27, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr [redacted] Complaint ID [redacted] , VIN: [redacted] (the “Vehicle”)Dear Ms***:Thank you for forwarding the complaint dated February 27, regarding the Vehicle purchased from the CarMax store located in Burbank, California on or about May 9, Mr [redacted] requested in the desired settlement for CarMax to replace the Vehicle’s tires at no cost.Mr [redacted] mentioned in the complaint that he requested to have the Vehicle’s tires replaced at the time of purchase However, he stated that CarMax declined his request due to the tires meeting CarMax’s tire standards of a 4/32” or above.According to the complaint, the Vehicle was recently taken to a reputable tire shop to address a tire pressure concern and was advised that all four tires needed to be replaced.Due to the tires meeting CarMax’s standards at the time of purchase, CarMax is declining Mr [redacted] ’s request to replace his tires at no cost However, CarMax would like to extend the offer to replace Mr [redacted] ’s tires at CarMax’s cost as a gesture of goodwill.Mr [redacted] can also schedule an appointment with CarMax or any ASE certified mechanic to diagnose and repair the DVD player concern, and encourages Mr [redacted] to refer to the terms of his Extended Service Plan for more details surrounding the coverage of this repair.CarMax appreciates the opportunity to respond and considers the gesture of goodwill the resolution to the complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely, [redacted] Analyst, Executive Response Team

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

May 9th, name="OLE_LINK4"> [redacted] ***, Operations Supervisor Revdex.com East Franklin Street Richmond, Virginia RE: [redacted] VIN: [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of Laurel, Maryland (“CarMax”) on or about July 19th, In her complaint, [redacted] shares her frustrations with the on-going repair concerns with the Vehicle Due to her frustrations, [redacted] is requesting that CarMax complete the current repair needs at no cost to her CarMax recognizes [redacted] frustrations, however the current repair needs were not caused by the previous repairs completed by CarMax and are outside of CarMax’s control However, as a gesture of goodwill, CarMax has offered to pay [redacted] of the current repair needs mentioned in the complaint in an effort to assist [redacted] [redacted] is invited to contact the Service Manager of CarMax ( [redacted] x***) if she chooses to accept the offer Thank you for providing CarMax an opportunity to respond Sincerely, [redacted] Analyst, CarMax

August 27, *** [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] Dear Mrs***: I am writing you in response to your letter dated August 11, 2015, wherein you forwarded a complaint from [redacted] *** CarMax’s records indicate that we have been in communication with Mrand Mrs [redacted] regarding this matter, and have addressed their concerns Mrand Mrs [redacted] were satisfied with CarMax’s resolution CarMax appreciates the opportunity to respond, and considers this complaint closed Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] Analyst, Executive Response Team

April 15, VIA ELECTRONIC MAIL [redacted] ***, Operations Supervisor Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA Re: Complaint ID [redacted] Dear [redacted] ***: I am in receipt of the complaint that was filed by [redacted] ***, on March 31, 2014, regarding a [redacted] and [redacted] (the “Vehicle”), VIN [redacted] , that was transferred to CarMax in Austin, Texas (“CarMax”) from CarMax in FtWorth, Texas on or about March 25, The transfer request was submitted on or about March 25, and the Vehicle arrived on or about March 28, [redacted] *** did bring to our attention that there was a clerical error on the mileage of the Vehicle on or about March 29, While [redacted] *** was in the store, we attempted to resolve the matter by refunding the transfer fee and providing free oil changes as [redacted] *** had requested Additionally, once we were able to correct the error, we attempted to contact [redacted] *** to inform him that the mileage issue was corrected and the Vehicle's price was adjusted accordingly CarMax appreciates the opportunity to respond to this complaint CarMax considers this complaint resolved Sincerely, [redacted] SrAnalyst, Customer Relations

July 15, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia [redacted] Complaint ID: [redacted] Dear Ms***: Thank you for forwarding the complaint dated July 3, regarding the Vehicle purchased from the CarMax store located in StPeters, Missouri (“CarMax”) on or about June 22, In the complaint, Mr [redacted] describes concerns with financing for the Vehicle, including stipulations required by the financial institution Mr [redacted] requests that CarMax honor the purchase agreement and allow him to keep possession of the Vehicle CarMax’s records indicate that Mr [redacted] elected to retain legal representation after submitting his complaint, and has filed a petition regarding his concerns CarMax appreciates the opportunity to respond to this complaint Sincerely, Kristina S [redacted] ***