CarMax

December 18, [redacted] ***, Operations Supervisor 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 Harrisonburg, VA (“CarMax”) on November 28th, Mr [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months or until the Vehicle exceeded 150,miles, with a deductible of $In his complaint, Mr [redacted] alleged that he was misled regarding the purchase of the ESP for the Vehicle Mr [redacted] requested that CarMax repair the Vehicle at no cost to himDuring the month of November 2015, Mr [redacted] towed the Vehicle to CarMax in Lynchburg, VA with a drivability concernAt that time, CarMax diagnosed the concern and determined the clutch of the Vehicle needed replacementThis component is a maintenance item on the Vehicle, and is not covered under the terms of Mr***’s ESP contract Mr [redacted] mentioned an additional concern during this visit on the axle bearing This was also diagnosed and determined to have occurred as a result of driving extensively on a worn clutch In an effort of customer service, CarMax completed this diagnosis at no cost to Mr***CarMax will not be participating in any coverage of these repair costsCarMax will assist Mr [redacted] by offering to find the best available cost for these repairs through CarMax vendors In the event Mr [redacted] has any further questions regarding these concerns, he 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 D [redacted] Analyst, CarMax Customer Relations

October 27, [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] [redacted] /> Dear [redacted] ***: Thank you for forwarding the complaint dated September 30, regarding the Vehicle purchased from the CarMax store located in Riverside, California (“CarMax”) on or about September 18, At the time of purchase, [redacted] also elected to purchase a 72-month or 150,mile Extended Service Plan [redacted] *** requested that CarMax allow him to return the Vehicle and reimburse him the cost he paid into having the Vehicle repaired during the duration of ownership CarMax’s records indicate that [redacted] requested copies of the Vehicle’s previous repair orders in September of CarMax provided [redacted] a printed copy of this documentation [redacted] later mentioned that the Vehicle had been involved in a prior accident according to the information from a CarFax Vehicle History Report CarMax reviewed AutoCheck’s Vehicle History Report and no prior accidents were reported prior to the sale of the Vehicle CarMax also provided [redacted] a copy of the AutoCheck at the time of purchase CarMax was not aware of any accidents that may have been reported to CarFax and has no record of any repairs made to the Vehicle related to impact CarMax is declining [redacted] ***’s request for reimbursement CarMax would encourage [redacted] to pursue reimbursement under the terms of his Extended Service Plan CarMax invites [redacted] to visit one of their locations if he is interested in having the Vehicle re-appraised CarMax appreciates the opportunity to respond to this complaint Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] ***

November 6, VIA ELECTRONIC MAIL [redacted] ***, Operations Supervisor Revdex.com Serving Central Virginia, Inc [redacted] Re: Complaint ID [redacted] Dear [redacted] ***: I am in receipt of the complaint that was filed by [redacted] ***, on October 20, 2014, regarding a [redacted] (the “Vehicle”), VIN [redacted] , that was purchased from CarMax in [redacted] , [redacted] (“CarMax”) on or about August 1, During the sale of the Vehicle, [redacted] purchased an Extended Service Plan (“Maxcare”) that expires July 13, or 125,miles, whichever comes first [redacted] brought her Vehicle in for service on or about August 11, for 30-day limited warranty repairs CarMax replaced the hubcaps and gas cap at no chargeThe Vehicle was serviced again on or about August 14, for a check engine lightCarMax replaced the fuel pump at no charge to under the 30-day limited warrantyTwo years later, on or about January 7, the Vehicle was brought to CarMax for service with a check engine light CarMax diagnosed the Vehicle with a failed catalytic converter, which is a not a covered component through Maxcare CarMax provided [redacted] an estimate and she declined the repairs, but paid the diagnostic fee of $The Vehicle was brought in for service on or about December 26, regarding a check engine lightCarMax diagnosed the Vehicle with a failed transmission sensor and a failed catalytic converter CarMax also found transmission mounts that had failed, unrelated to the check engine light Maxcare covered the transmission mounts and the sensor failureWe provided another estimate to [redacted] and she declined the catalytic converter repair [redacted] paid the deductible of $during this visit [redacted] returned on or about June 10, with an engine jumping sensation CarMax diagnosed the concern with failed engine mounts CarMax diagnosed the engine mounts at no expense to [redacted] *** She returned on or about June 16, and engine mounts were installed and CarMax provided her with a loaner vehicleShe returned for service on or about June 25, with a concern that the front suspension was making noise and a check engine light concernWe diagnosed the noise as failed control arms and the check engine light as a transmission problem CarMax sent the Vehicle to the [redacted] dealer for an internal failureThe dealer had the vehicle for twenty eight days for the repairWe provided a loaner to her and she paid her $deductible [redacted] picked up her vehicle on or about July 30, While driving on the highway the engine failed on or about August 11, CarMax provided her a loaner vehicle on or about August 11, Maxcare has covered the engine replacement expenseThe engine is being serviced by a vender and they have installed three defective used enginesWe have contacted the engine vender and they have agreed to replace the engine with a remanufactured engine, not a used engineThis engine will come with a three year, unlimited mileage warrantyThe engine installation was scheduled to be completed on Monday November 3, CarMax appreciates the opportunity to respond to this complaint However, CarMax is declining the settlement as set forth in the complaint Sincerely, [redacted] SrAnalyst, 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 I however do not have a vehicle that functions properly With the extensive repairs performed by CARMAX I am still unable to travel outside of the city I would think that CARMAX having done all the repairs on this vehicle CARMAX would have made a better offer of a traappraisal than $ I know that this vehicle was mis-represented from the beginning This vehicle is definitely a LEMON I want my $$ back I am a single parent, a woman I fell duped This vehicle has definitely affected me and my family negatively It summer, extremely hot, I cannot afford another $to repair the lacking codes needed to have a functioning vehicle Regards, [redacted] ***

Bought a [redacted] from car max a few months ago, was told when I bought it, they would fix scratches on it by Chip the salesman, tried to get them fixed by this car lot and it was beyond themSo I wouldn't refer by worst enemy to this CAR LOT and would never go backSalesman named Chip should have been a clueHaha

May 22, [redacted] ***, Operations Supervisor Better Business Bureau Moorefield Park Drive, Suite Richmond, Virginia Re: Ms [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated May 6, regarding the Vehicle purchased from the CarMax store located in Jacksonville, Florida (“CarMax”) on or about February 8, Ms [redacted] was presented the option to purchase a MaxCare extended service plan at the time of sale, which Ms [redacted] declined Ms [redacted] requested in the desired settlement for CarMax to replace her air conditioner evaporator at no cost Ms [redacted] brought the Vehicle to CarMax on or about February 11, to diagnose several concerns including an air conditioner concern CarMax diagnosed the Vehicle and made the necessary repairs at no cost to Ms [redacted] under the 30-Day Limited Warranty CarMax warrantied these repairs for an additional 6-months or 6,miles Ms [redacted] brought the Vehicle back to CarMax on or about January 12, and on or about February 11, to readdress the air conditioner concern Ms [redacted] was outside of any limited warranty that CarMax offers on both occasions As a gesture of customer service, CarMax completed a one-hour diagnosis each visit to inspect the air conditioner for leaks However, no leaks were found at the time of diagnosis, nor was an air conditioner evaporator concern found CarMax informed Ms [redacted] that a more thorough diagnosis would need to be completed at her expense in order to identify the root cause of the air condition concern Ms [redacted] declined any further diagnosis Based on the above, CarMax declines to provide Ms [redacted] with the resolution that she seeks CarMax appreciates the opportunity to respond to this complaint and considers this matter closed Please contact me at [redacted] with any questions you may have Sincerely, [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 belowI 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] ***

April 20, [redacted] 0.0001pt;">Revdex.com Moorefield Park Drive Suite Richmond, VA Re: [redacted] Dear Mrs***, Thank you for forwarding the complaint [redacted] received in your office from Ms [redacted] *** In this complaint Ms [redacted] is requesting a price reduction for a vehicle that she wishes to purchase because the title to her original vehicle choice is not available Ms [redacted] paid a fee of $to initiate a vehicle transfer to the CarMax of Houston on the North Freeway (“CarMax”) on or about March 27, As Ms [redacted] noted in her complaint, that vehicle arrived without a title, which is required to complete the sale CarMax initiated the process of obtaining a duplicate title for the transferred vehicle, and refunded the transfer fee that Ms [redacted] had paid As it was anticipated that it may take as many as three weeks to receive the duplicate title, CarMax also offered to transfer another vehicle at no cost to Ms*** Ms [redacted] declined that offer, and instead requested a price reduction on a different vehicle to match the price of her original choice CarMax is declining the settlement request as set forth in the complaint CarMax appreciates the opportunity to respond to this complaint Please call me at ( [redacted] , extension ***, if you have any questions Sincerely, [redacted] Analyst, Customer Relations

June 30, [redacted] [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA [redacted] Dear [redacted] Thank you for forwarding the complaint received in your office from Ms [redacted] regarding her sale of the Vehicle to CarMax of [redacted] **(“CarMax”) on November 14th, In her complaint, Ms [redacted] referenced concerns with the registration of the Vehicle and toll charges incurred after the sale The state of [redacted] requires residents to complete a transfer of ownership form to relinquish responsibility on any sold vehicleA review of local tag office records indicates that Ms [redacted] completed this on June 23rd, after ½ years of ownershipThis releases her of any liability related to the Vehicle going forward As a gesture of goodwill, CarMax will refund Ms [redacted] the $charge incurred as she put a hold on her tag transfer Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted]

This car purchase has been a total nightmare! I purchased my vehicle the first weekend in November from CarMax in [redacted] after having it shipped here from [redacted] **I only drove it two and a half days before dropping it off for some minor fixes (Bluetooth installed, door handle replaced, residue on windows removed, and speaker replaced) They had the car for over a week and a half before I went in to get it because I was leaving townThey give you a five day grace period to change your mind about the purchase but I didn't get an opportunity to see if anything else was wrong with it before the days was up because they had the carOnce I returned it back after coming back from my trip to have the bluetooth installed and speakers replaced because of a popping sound when the radio is onI get down the street and the same sound is coming from the speaker, the service guy Joe (with his nonchalant attitude) wanted to act as if he couldn't hear anything at firstOh and the part for the bluetooth had to come from overseas a week and half later after they first had the car....really?? Needless to say I called corporate to get involved because I was so frustratedThe service manager called and said that the issues will be resolved but he did not say in a timely mannerI dropped the car off for the Bluetooth and speakers on Tuesday 12/1/and the following Tuesday has come and gone and they still have the carThey put me in a loaner car that is not up to par of the car I purchased, the first one stalled on me and this one seems to need some type of maintenance work done to itThis is my second car that I have purchased from CarMax (the first in 2008), the service was so much better back thenI will NEVER return to this dealership and will not refer my worst enemy if I had one to them! They really need to train their service guys to have better customer service at this location and hire technicians that know if a speaker should be replaced or the amp.This inconveniences the customer when I have to keep bringing the car back because they are not trained or just don't care about their jobsThey have literally had the car more than I have since I purchased it and the first car note is coming up...BUYER BEWARE

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 CarMax store has responded that they will not offer assistance based on the fact that I had not had any work done to the car at the local branch in [redacted] This is irrelevant information, as I have my service records that show that I have not added fluid to the transmission, which is the angle the business is going forAccording to them, the fluid in the transmission appears to be newThis is not correct Regards, [redacted] ***

September 24, *** [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] Dear Mrs***: I am writing in response to your letter dated July 6, 2015, wherein you forwarded a complaint from Mr [redacted] Mr [redacted] requested that CarMax allow him to return the Vehicle CarMax has been in communication with Mr [redacted] to address the Vehicle’s concerns and has scheduled an appointment for him to bring the Vehicle in for service on or about September 28, CarMax is declining the settlement as set forth in the complaint, but has offered to diagnose the Vehicle at no cost and to assist with the cost of the parts needed for repairs as a gesture of customer service CarMax appreciates the opportunity to respond to this complaint Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] Analyst, Executive Response Team

April 15, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: Complaint ID [redacted] [redacted] Dear [redacted] ***: I am writing you in response to your letter dated March 21, 2014, wherein you forwarded a complaint from [redacted] *** [redacted] *** requested that CarMax allow her to replace her vehicle [redacted] *** purchased a [redacted] , VIN [redacted] (the “Vehicle”), from the CarMax store located in Laurel, Maryland (“CarMax”) on or about September 26, [redacted] *** mentioned in the complaint that the Vehicle has been serviced several times since the date of purchase, including an issue with a tapping noise coming from the air conditionerCarMax’s records indicate that [redacted] *** scheduled a service appointment to address this concern on or about January 23, However, [redacted] *** canceled this appointment prior to the service date CarMax encourages [redacted] *** to contact [redacted] in the Service Department at [redacted] in order to address her concern CarMax is declining [redacted] request to replace the VehicleHowever, CarMax would like to extend [redacted] *** the offer to have the Vehicle appraised CarMax appreciates the opportunity to respond to this complaintCarMax apologizes for any inconvenience [redacted] *** may have experienced Please contact me at [redacted] extension *** with any questions you may have Sincerely, [redacted] Analyst, Customer Relations

February 12th, [redacted] Revdex.com [redacted] RE: [redacted] [redacted] (the “Vehicle”) Dear [redacted] *** Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the [redacted] (“CarMax”) on March 24th, In her complaint, [redacted] shares her frustrations with the on-going repair concerns with the Vehicle Due to her frustrations, she is requesting that CarMax exchange the Vehicle for a different vehicle with no additional money out of her pocket while keeping her payments the same CarMax’s research shows no repair history with CarMax since the purchase of the Vehicle and the Senior Management Team at CarMax was unaware of [redacted] concerns prior to receipt of her complaint [redacted] is invited to contact the [redacted] of CarMax ( [redacted] ***) to discuss her concerns and what options are available to assist Thank you for providing CarMax an opportunity to respond Sincerely, [redacted] CarMax

December 11, Devan Mann Revdex.com [redacted] RE: [redacted] [redacted] VIN [redacted] (“the Vehicle”) Dear Ms Mann, Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] , [redacted] (“CarMax”) on 3/22/ [redacted] is requesting that we “finish the job” When we’ve attempted to address [redacted] ’s concerns, including as recently as 12/9/2014, he refused to speak with us other than with profanity and complete disrespectDue to this behavior, CarMax has informed [redacted] that we will no longer do business with him CarMax appreciates the opportunity to respond to this complaintAll warranties have expired and CarMax is not willing to provide [redacted] with the relief he seeks Should he wish to dispute any “ [redacted] *** claim denial he would have to do so directly with the providerPlease call me at (***)***-***, extension***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

November 11, Revdex.com Serving Central Virginia, Inc [redacted] RE: Consumer Complaint of W [redacted] Dear Sir/Madam: This confirms receipt and review of [redacted] complaint We are happy to inform you that [redacted] concerns have been addressed Our records show that a refund check was sent to [redacted] on October 14, We confirmed through a [redacted] representative that [redacted] account with [redacted] is paid in full and that no additional amount was required from him to close his [redacted] account [redacted] complaint arose from a very unique set of circumstances On February 13, 2013, [redacted] *** executed a retail installment contract (Contract) to finance the purchase of a [redacted] *** from CarMax [redacted] ***., our motor vehicle dealer affiliate ( [redacted] ) The Contract was subsequently assigned to us for servicing On September 3, 2014, we received a pay-off check from [redacted] in the amount of $32, Apparently, [redacted] *** had reached out to [redacted] to refinance the Contract On September 4, 2014, [redacted] *** called to inform us that he sold the [redacted] *** to our [redacted] and that a pay-off check from our [redacted] should be expected On September 8, we received a pay-off check from our [redacted] and we immediately initiated the refund process for the [redacted] pay-off check Several factors contributed to the delay in [redacted] receiving the refund check For example, because of the amount of the refund, the approval process required several layers of review before the refund check could be issued Our records also show that we omitted to include [redacted] account number on the initial refund check that was sent Because [redacted] could not process the check without an account number we had to stop payment on the check and reissue a second check Thank you for bringing this matter to our attention and affording us with the opportunity to provide this explanation We are deeply sorry for the inconvenience caused to [redacted] *** We always welcome feedback from our customers because it directly impacts our ability to meet our commitment to deliver an exceptional customer experience If you have any questions or concerns regarding our explanation, please contact me at [redacted] extension*** Sincerely, [redacted] Legal Assistant CarMax Auto Finance CC: [redacted] ***

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 feel the vehicle was unsafe from the beginning as statedIt will on occasion down and upshift very hardThe lane changing upon acceleration is extremely dangerousThe interior of the car I had paid to have shipped to your more local location is really dirty not to mention the seatbelts do not retract because of the dirt in the mechanismAll the items that were not corrected listed only a few were addressedThe stick shift bezel, rear bumper being painted because it was falling off and is starting to againThe brakes are not fine the still have a sanding noise, the brake pedal is still almost going to the floor while sitting at a stopThe clunk noise in the dash and the vibration in the tailpipe I understand are not safety issue but were not fixed as promisedThe vehicle will not reach operating temperature for 20-minutes, these are a few of the items that were not correctedThis is not acceptable and very dangerousI have a six year old son that rides in this vehicle with meI was told all items would be fixed to my expectations within the day time frame per agreement I feel I have driven a unsafe vehicle purchased from CarMaxI let you buy my safe car " [redacted] in great condition with no mechanical issues with only 75,miles for a vehicle with unsafe mechanical issues Regards, [redacted]

July 8, 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 June 23, 2014, regarding a [redacted] (the “Vehicle”), VIN [redacted] , that was purchased from CarMax in Las Vegas, Nevada (“CarMax”) on or about March 24, CarMax completed the smog test on the Vehicle on or about February 25, however, there may have been an error with the information that was inputted into the smog machine that may have resulted in Department of Motor Vehicles not getting the electronic information that the smog was completed We apologize to [redacted] for any inconvenience CarMax appreciates the opportunity to respond to this complaint However, CarMax considers the complaint resolved If you have any questions, please contact me directly at [redacted] extension *** Sincerely, [redacted] SrAnalyst, Customer Relations

Roman';"> August 5, Via Electronic Mail [redacted] Revdex.com [redacted] Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] On December 7, 2013, [redacted] purchased a [redacted] , VIN [redacted] *the “Vehicle”), at the CarMax of [redacted] ** In her complaint, [redacted] is requesting that CarMax waive the cost for the repair of both the ball bearings and tailgate mechanism On July 23, 2014, [redacted] spoke to [redacted] ***, Service Manager [redacted] stated that she had several repairs issues since her purchase in December [redacted] let [redacted] that he would have to review her history and call her back On July 25, 2014, [redacted] spoke to [redacted] again and let know that her current repairs were not part of any previous repairs As a good will gesture [redacted] offered to waive the diagnostic chargeAfter reviewing the cost of repairs, [redacted] offered to help with the cost of the repairs too as a one-time offer [redacted] reduced the cost of the repairs to $from $ CarMax appreciates the opportunity to respond to this complaintThis offer is still available if [redacted] would like CarMax to repair her vehicle If you have any questions, please call me at [redacted] *** [redacted]

January 3, [redacted] ***, Operations Supervisor RevDex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] , [redacted] the “Vehicle”) Dear Mrs ***, Thank you for forwarding the complaint received in your office from Mr [redacted] as it pertains to his purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on August 24th, In the complaint, Mr [redacted] requests that CarMax complete a repair of a chrome trim piece of the driver’s side door of the Vehicle that he mentioned at the time of sale or reimburse him the cost to have the repair completed elsewhereMr [redacted] also requests a refund for the purchase price of the Vehicle if a repair or refund is not provided A review of CarMax’s records indicates that Mr [redacted] mentioned this concern to his sales consultant at the time of saleAt that time, CarMax agreed to inspect the specific piece of chrome trim and determine if a repair was necessaryUpon inspection, CarMax advised Mr [redacted] that the part in question met CarMax’s inspection standards and did not require replacement or repairThere was no commitment made at this time or anytime thereafter that the trim piece would be repaired In the effort of customer service, CarMax agreed to replace the part at no cost to Mr***CarMax scheduled an appointment for the indentation repair on January 2, At that time, the chrome trim piece was replaced and there were no additional service concerns provided by Mr*** In the event that Mr [redacted] has any further questions regarding this concern, he is welcomed to contact me at 800-519-1511, ext ***Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted] Analyst, Customer Relations