CarMax

April 8, [redacted] 0.0001pt;">Revdex.com Moorefield Park Drive Suite Richmond, VA Re: MR [redacted] Dear Mrs***, Thank you for forwarding the complaint received in your office from MrNorman [redacted] regarding the GMC Sierra 1500, 1GTN1TEX0CZ (the “Vehicle”) that was purchased on or about December 12, from the CarMax store located in Burbank, California (“CarMax”) In this complaint, Mr [redacted] is requesting a replacement vehicle with equal or fewer miles, the same or newer model year and same options at the same monthly payment He is also requesting a rental or loaner vehicle until the replacement is found CarMax contacted Mr [redacted] on or about March 24, to advise of an insurance claim reported for the Vehicle through the National Motor Vehicle Title Information System CarMax advised Mr [redacted] the Vehicle did not meet CarMax standards and should not have been sold to him CarMax offered to return the Vehicle in full and pay off Mr***’s loan, and reimburse any payments made including the original down payment CarMax also offered to reimburse Mr [redacted] for any documented out of pocket expenses due to repairs since purchase CarMax offered to place Mr [redacted] in a loaner vehicle for one week after processing the return while Mr [redacted] shops for another vehicle CarMax is declining the settlement request as set forth in the complaint CarMax will not negotiate the price of another vehicle Mr [redacted] is under no obligation to purchase another vehicle from CarMax nor is he obligated to return the Vehicle The finance rate and the amount of the payments for the replacement vehicle will be based on his current credit, and the cost of the replacement vehicle CarMax cannot guarantee the financing terms that might be offered to Mr [redacted] by the finance companies 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

July 19, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] Dear Ms***: Thank you for forwarding the complaint dated July 6, regarding the Vehicle purchased from the CarMax store located in Irvine, California (“CarMax”) on or about April 24, In the complaint Ms [redacted] describes concerns with the Vehicle’s battery and alternator and requests that CarMax reimburse the repair expenses, as previously offered CarMax’s records indicate that the reimbursement request was received from Ms [redacted] on or about May 10, It’s noted that the Service Manager, Joe, requested additional information from Ms [redacted] at that time in order to process the requested reimbursementCompany notes indicate that the Service Manager again spoke with Ms [redacted] on or about May 17, 2016, and received answers to the questions asked previously, as needed for processing CarMax’s records state that Ms [redacted] called CarMax Irvine’s Business Office to inquire about the status of the refund on or about June 19, 2016, and again on or about June 28, During the call between Ms [redacted] and the Business Office Manager on or about June 28, 2016, Ms [redacted] was offered the option to visit the store to receive her reimbursement as cashMs [redacted] elected to move forward with this option and visited CarMax Irvine on or about July 9, During this visit, CarMax issued Ms [redacted] her reimbursement, as well as vouchers for future service needs as a goodwill gesture 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] ***

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 am not satisfied with Carmax response because the problem does existEnclosed are video clips of said problem as proofPlease pay attention to the RPM & MPH gauge which will show you the error in the gear switchAlso please listen to the video with headphones so you can hear the distinct sound the car gives when acceleratingThank you Regards, [redacted]

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

March 27, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms [redacted] ***Complaint ID [redacted] ***, VIN: [redacted] (the “Vehicle”)Dear Ms***:I am writing you in response to your letter dated February 18, wherein you forwarded a complaint from Ms [redacted] *** Ms [redacted] requested in the desired settlement for CarMax to re-appraise the Vehicle and make her an offer of around $8,to use towards the purchase of another vehicle.Ms [redacted] purchased the Vehicle from the CarMax store located in Littleton, CO on or about June 14, for a sticker price of $10,998, and mileage of 77,373.The Vehicle was brought back to CarMax for an appraisal on or about February 7, with a documented mileage of 93,miles CarMax completed a thorough inspection of the Vehicle and offered Ms [redacted] $4, Ms [redacted] declined CarMax’s offer.CarMax evaluates several factors during an appraisal to include a vehicle's age, mileage, make, model, condition, parts, options and features, and also, market trends - all of which were taken into account at the time CarMax appraised Ms***' VehicleFurthermore, CarMax is unable to foresee or determine the outcome of any appraisal prior to it being brought in for a thorough inspection and test drive Therefore, CarMax is declining the settlement as set forth in the complaint and encourages Ms [redacted] to visit a CarMax nearest her if she would like to have the Vehicle reappraised for the current market value.CarMax would understand if Ms [redacted] chooses another avenue for the marketing and sale of the Vehicle as she is under no obligation to sell the Vehicle to CarMax.CarMax appreciates the opportunity to respond to this complaint and considers this matter closedPlease contact me at [redacted] extension [redacted] with any questions you may have.Sincerely, [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 Carmax sales rep assured me that the car in question had no accident on both carcheck and carfax at the time before I decided to go forward with the deali would like carmax to take responsibility for this matterI would consider $towards the car loan instead of the $I was offered when I took the car for an appraisal to be payed and I will pay the remaining balanceI also want carmax to contact carfax and carcheck to make the necessary correctionIf carmax advertises that consumer satisfaction is their #priority they should step up and make this right for their repeated costumers Regards, [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 be not true. I had never talked to anybody at CarMax dealership. I did not talk to anybody on the telephone about an application. Never requested an application to be submitted at all. Her factual information is not totally correct. Did talk with her on yesterday she promised to review everything based on my conversation with her and get back with me today Regards, [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 We not agree with carmax offerThat's not trueAbout the car has no accidentThe car has accident in Before they sale it to usAlso due to this incident carmax send us to collection affection my wife and myself credit reportWe want carmax to fix the issueBut we not agree with thenWe really want carmax to do something for us Regards, [redacted]

July 7, 2015 [redacted] 0.0001pt;">RevDex.com 720 Moorefield Park Drive Suite 300 Richmond, VA 23236 [redacted] Thank you for forwarding the complaint [redacted] received in your office from Ms. [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about February 22, 2014 from the CarMax store located in [redacted] (“CarMax”). In this complaint, Ms. [redacted] is requesting to refinance her auto loan and to be reimbursed for her Extended Service Plan (“MaxCare”). CarMax apologizes for any misunderstanding in reference to refinancing options through our in-house finance companies. The terms of the contract are indicated in the Retail Installment Contract signed at the time of purchase. The MaxCare plan is administered by [redacted] and they can be reached directly at [redacted] If Ms. [redacted] wishes to cancel the plan, she can contact Christine Gupta, Business Office Manager at 281-481-4299 extension 6000 for assistance with completing that request. CarMax considers the settlement request as set forth in the complaint resolved. CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted] , extension ***, if you have any questions. Sincerely, [redacted]

On Wed, Jan 28, at 2:PM, [redacted] < [redacted] @ [redacted] > wrote: Yes you can close my complaint thank you

[redacted] Revdex.com 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 he purchased on or about October 3, from the CarMax store located in [redacted] [redacted] returned the Vehicle on or about October 7, In his complaint, [redacted] is requesting a refund for additional costs incurred As stated in the complaint, [redacted] returned the Vehicle as per CarMax’s Day Money Back Guarantee Policy The time to process a refund is 7-business days The refund check was processed and sent back to the Finance Company within four business daysAs part of the accounting process, the refund check was made payable and sent to the Finance Company listed on the check Once the CarMax accounting department was notified that the check needed to go to a different Finance Company, the check was voided and reissued to the correct Finance Company on or about October 17, CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint Please call me at [redacted] extension***, if you have any further questions Sincerely, [redacted]

January 28, 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 January 21, regarding a [redacted] (the “Vehicle”), VIN [redacted] , that was purchased at the CarMax store located in Fairfield, California (“CarMax”), on or about October 13, [redacted] requested to receive reimbursement for his [redacted] cancellation in the amount of $ [redacted] in the form of cash in his desired settlement [redacted] contacted CarMax in Modesto, California to cancel his [redacted] coverage on or about January 9, [redacted] signed the [redacted] cancellation document stating the refund would be mailed to his address of [redacted] *** According to CarMax’s records check # [redacted] dated January 28, in the amount of $ [redacted] was mailed via [redacted] overnight, tracking number [redacted] , to [redacted] on or about January 28, 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] 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.] Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThank you for the response from CarmaxI did attempt to "trade in" my vehicle at the Dulles, VA location...not "sell" itAnd it was my understanding that while the vehicle is in their possession, that they would be responsible for whatever happens to/with the vehicleOtherwise, I would have not allowed them to drive it during the appraisal process without me being presentOn September 3rd, Carmax offered me $and said it was because I had a transmission malfunction/noiseI informed them that my transmission worked completely fine on the way there, and I didnt have any noise when I parked itAfter hearing the noise for myself in the parking lot, I asked the person who drove my car, Matt D***, what happenedAt this time, and over the course of a week, he gave me three different stories as to how and when the noise happenedCarmax initially suggested they diagnose the issue at their location, which they did by one of their mechanics on September 3rd...and told me it was the Clutch PlateThey told me to leave my vehicle there at Carmax until Monday September 5th for further diagnosis because their "real" service department was closed, and that my vehicle was unsafe to drive off the lotAt this time, Matt offered alternate transportation...first a Carmax loaner (that happened to be unavailable because the service department was closed), then a rental (at my cost, which I declined), and last a rental (at their cost).Matt, from Carmax called me on Monday, September 5th and told me that they were unable to diagnose my issue, and because of that, they would send it to a third party shop that they normally deal withI specifically asked "who will be paying this bill"Matt agreed that they will pay for the tow there and back, as well as pay for the diagnostic at [redacted] to "find out what exactly the issue is and how much it would cost." Matt also stated that after we know what was broken, and how much it would cost to repair my [redacted] ...that we would then decide who would pay the repair bill.On Thursday September 8th, [redacted] did their basic initial diagnosis, and Randy informed me (including Carmax) that they could not determine exactly what the issue is, nor how much it would cost because of the configuration of my vehicleRandy, from [redacted] then informed us that it would require about a hour job to properly diagnose the issue (tear it down) and get us a price on repair, at a cost of about $Without doing the hour process, according to Randy he could not tell Carmax, nor us what is broken, where the noise is coming from, and/or how much it would cost to fixHe also could not determine fault in his opinion at that time because he did not know what was actually broken or how it brokeAfter relaying this information to Matt, Carmax said that they did their part by providing the initial diagnostic service...and that they would not pay any more money to [redacted] because they do not feel that they are at fault based on an assumption of what could be brokenI asked to speak to a managerOn September 9th, while speaking to John D***, the Operations Manager at Carmax, I informed him that Carmax still has not satisfied their part of the deal, which was to provide me with a diagnostic informing me exactly what is broken, and how much it would costI also learned from John D [redacted] during this conversation, that the alternate transportation I was initially promised during this ordeal was not realMatt offered me a loaner vehicle on September 3rd, which apparently I could never have had according to John because I am not a "Carmax customer" (which I didnt find out until September 9th)I was also offered a rental car at my cost, which I declined seeing as though the initial offer for the loaner vehicle was freeThey then offered to pay for the rental when I picked up my [redacted] , as long as I brought in the receiptJohn D [redacted] informed me that this also was a lieHe told me that I would have had to pay for the rental, send the invoice to Carmax Corporate, and then it would take almost two months for them to approve it and send me a check in the mailAt the end of this conversation, John told me that he would discuss this entire issue and inconvenience with his other managers, and contact me on Monday, September with an answer to how we will settle.On September 12, John D [redacted] and Matt both contacted me on conference callJohn stated that he and the managers concluded that they will not be responsible for any other fees associated with my vehicle because he could not understand how my vehicle could possibly have been broken during their test driveHe also stated that even if this wasnt the case, he could not authorize any repairs of this magnitude of costIt would have to come from higher upWhen I requested the "higher up" contact information, he refused and directed me to Carmax Customer CrOn September 12, I authorized [redacted] to complete the full diagnostic test to find out what was wrong with my [redacted] , although Carmax says I never authorized that action as of September 20thIt is my position, that Carmax at least owes the $fee for the full diagnostic test/tear down because that is the only way to find out what the issue with the car was, and how much it would cost to repairThis is what Carmax promised to me prior to shipping my car to [redacted] , and this is what should be paidIt is also my position that had Carmax not driven my vehicle knowingly making a loud and horrible noise (according to Matt he heard the noise prior to driving it), that the damage occured would not have been as extensive as it ended up beingI have reached out to Carmax multiple timesI also have reached out to the provided phone number and extension on this Revdex.com reply letter from Carmax and left a messageIts been a week and I still have not heard from anyoneThank you for allowing me to provide my rebuttal, and provide to more accuurate informationI can always be reached directly at [redacted] Regards, [redacted]

[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] ***

The short and sweet of the experience: years ago my wife was in an auto accident, and her vehicle was deemed a total lossWe needed to find her a vehicle quickly so she could go back to work, and decided to go to CarMaxAlthough the "buying" experience was not great, it was also not terribleWe decided on a vehicle, put a number of thousand dollars down on it, financed it, and drove it home Fast forward years: We decided to trade in the vehicle we purchased from CarMax, and no matter what dealer we went to, they all said we owed too much on the vehicle versus what the vehicle is worthI decided to check into what the vehicle is really worth now, in comparison to what it was really worth years ago when we bought it so I could understand why these dealers said thatI found that the vehicle is definitely worth the value these dealers said for trade-inBut I also found out that we paid $1000's well above the markup when we purchased at CarMaxSo much for a "No Haggle" price? Now I am stuck with a vehicle worth half as much as I owe the bankThere is nothing I can do with the vehicle until I pay thousands into it just to sell itDo your homework peopleDon't get ripped off at CarMax like I did

May 6, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for sharing MsCathy [redacted] ’s complaint and providing us with the opportunity to respond Ms [redacted] acknowledges that she applied for credit with CarMax Auto Superstores, Inc(our “Dealer Affiliate”) to finance the purchase of a vehicleMs [redacted] alleges, as a result, she incurred inquiries on her credit file and her credit score has been negatively impactedAccordingly, Ms [redacted] requests that we contact the credit reporting agencies to request the deletion of the inquiries We informed our Dealer Affiliate of Ms [redacted] ’s complaint and requested information regarding Ms [redacted] ’s credit application and transaction history Based on our review of the information provided, it is our position that Ms [redacted] ’s complaint lacks merit and we cannot provide the resolution she desires Our Dealer Affiliate’s records reflect that, on July 21, and July 22, 2014, Ms [redacted] visited our Dealer Affiliate’s store in Hillside, Illinois On these visits, Ms [redacted] agreed to submit separate joint credit applications with MsMonica [redacted] to finance the purchase of a Mazda [redacted] These applications were reviewed by a total of financial institutions and the [redacted] s ultimately accepted a credit offer from [redacted] to purchase the vehicle Prior to submitting her credit applications, and as it does for each of its applicants, our Dealer Affiliate presented Ms [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 (including, CarMax Auto Finance) to “use your credit reports and verify your application information.” Ms [redacted] agreed to and signed a Consent Form for each application and they are attached to this response Lastly, with respect to Ms [redacted] ’s assertion that her credit score dropped points because of her credit applications and the resulting inquiries, this is inconsistent with our understanding of how credit reporting agencies treat such inquiriesWe encourage Ms [redacted] to review Experian’s FAQs on this topic which can be found at: http://www.experian.com/credit-education/score-faqs.html 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 to a credit score This is consistent with an explanation provided by the Consumer Financial Protection Bureau, which can be found at: http://www.consumerfinance.gov/askcfpb/763/can-shopping-loan-have-effect-my-cred...⇄ Since Ms [redacted] ’s applications were submitted over the course of days, the resulting inquiries should have had little to no impact to her credit score, much less a decrease of points If Ms [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 Ms [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 above Sincerely, Brent A [redacted] Operational Compliance Manager CarMax cc: Ms [redacted] Enclosures

11/24/ 0in 0in 0pt 9pt;"> [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 from CarMax of [redacted] , [redacted] (“CarMax”) on 11/03/ [redacted] is requesting to return the Vehicle [redacted] returned the Vehicle on or about 11/13/ He elected not to purchase another vehicle 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 2, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia [redacted] Complaint ID: [redacted] Dear Ms***: Thank you for forwarding the complaint dated September 19, regarding the Vehicle purchased from the CarMax store located in Laurel, Maryland (“CarMax”) on or about February 18, CarMax’s records indicate that Mr [redacted] was issued a refund of $for his MaxCare extended service plan deductible on or about September CarMax’s records also indicate the refund was issued in the form of cash and was presented to Mr [redacted] in person 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, Customer Relations

September 14, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] Dear Mrs***: I am writing in response to your letter dated August 21, 2015, wherein you forwarded a complaint from Mr [redacted] regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about June 12, Mr [redacted] requested in the desired settlement for CarMax to issue him a refund in the amount of $2,for the difference in cost of a vehicle that includes a Premium Package Mr [redacted] mentioned in the complaint that at the time of sale, the Vehicle was advertised as having a Premium Package However, after attempting to use some of the Premium Package features, he discovered that only two out of the ten options were installed on the Vehicle CarMax’s records indicate that we have been in contact with Mr [redacted] to advise him of the human error that occurred during the optioning of the Vehicle Additionally, CarMax has sent him check # [redacted] in the amount of $1,for the difference in package cost as agreed to by Mr [redacted] Mr [redacted] was satisfied with CarMax’s resolution and understands that this mishap was not in an effort to misrepresent the Vehicle CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved Please contact me at [redacted] extension [redacted] with any questions that you may have Sincerely, [redacted]