CarMax

May 15, [redacted] ***, Operations Supervisor RevDex.com Moorefield Park Drive, Suite Richmond, Virginia Re: Ms [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: I am writing in response to your letter dated April 29, regarding the Vehicle purchased from the CarMax store located in Columbia, South Carolina (“CarMax”) on or about October 20, Ms [redacted] requested in the desired settlement for CarMax to reimburse her any amount that she paid to have all four tires replaced on the Vehicle Ms [redacted] mentioned in the complaint that she had to take the Vehicle to a third part dealership to address a tire concern on or about April 25, According to the complaint, the third party dealership inspected the tires and determined that all four needed to be replaced due to them being dry rotted Ms [redacted] authorized the repairs at the dealership and contacted CarMax thereafter to seek reimbursementHowever, due to CarMax not being given the opportunity to inspect the Vehicle prior to the work being completed at the dealership, CarMax declined Ms [redacted] ’ offer but offered her a $service voucher to use towards any service-related concern Ms [redacted] declined the offer If Ms [redacted] reconsiders this offer and would like to accept, CarMax encourages her to contact the Service Department directly at [redacted] 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

[redacted] Revdex.com Moorefield Park Drive Suite Richmond, Va Re: [redacted] Dear [redacted] ***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding the [redacted] , VIN [redacted] (the “Vehicle”) that he purchased on or about June 22, [redacted] is requesting that CarMax get the part and repair the Vehicle As stated in his letter, [redacted] ***’s Vehicle needed a certain part in order to complete the repair Unfortunately, the part needed was no longer available at the dealership where CarMax normally purchases partsHowever, CarMax continued to look elsewhere Although [redacted] was able to locate the part on the Internet, this is not a method that CarMax utilizes to purchase parts CarMax was able to locate the part, but when it arrived it was not what was needed CarMax regrets the amount of time that this transaction has taken CarMax offered to allow [redacted] to return the Vehicle and purchase another vehicleOn or about July 29, 2014, [redacted] accepted CarMax’s offer and completed the transaction CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension [redacted] if you have any questions Sincerely, [redacted]

September 8, 2014> [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] *** VIN: [redacted] (the “Vehicle”) [redacted] ***: Thank you for forwarding the complaint received by your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on July 3rd In her complaint, [redacted] shared frustrations of receiving communication and notices for a vehicle that she had returned CarMax was aware of [redacted] ’s return of the vehicle which was fully processed on July 11th, In the time elapsed between the sale and return, the customer’s financing account through CarMax Auto Finance had been initiatedThe customer received a welcome letter and a coupon book for payments after purchasing the vehicle Nevertheless, we would like to reassure [redacted] that her account is closed and no amounts are due or owed Further, due to the return, please know that CarMax Auto Finance has submitted a request to the three national credit bureaus ( [redacted] ) to delete their trade line from [redacted] ’s credit fileCarMax Auto Finance has advised that they are reviewing their procedures to determine how they can improve the process which generated the message Additionally, [redacted] ’s loaner vehicle was returned properly and CarMax in [redacted] as well as [redacted] ** worked in conjunction to ensure that the customer would receive no more communication in regards to this subject In regards to the email [redacted] received and referenced in her complaint, we apologize for this email and any inconvenience this may have caused Thank you kindly for providing CarMax an opportunity to respond to his manner Sincerely, [redacted]

June 23, 12pt;"> Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: [redacted] Complaint Complaint ID: [redacted] Dear Sir/Madam: Thank you for sharing Mr [redacted] ’s complaint and providing us with the opportunity to respond Mr [redacted] alleges that we submitted a credit application without his consent, resulting in an inquiry on his credit file Mr [redacted] accordingly demands that we remove this inquiry and educate our associates on properly obtaining consent Based on a review of our records and a recollection of events provided by the associate identified in Mr [redacted] complaint, it is our conclusion that Mr [redacted] allegations are without merit Our Dealer Affiliate’s records reflect that, on June 2, 2016, Mr [redacted] first visited our Dealer Affiliate’s store in Naples, Florida On this visit, Mr [redacted] requested and received an appraisal of his [redacted] *** Subsequently, on June 6th, Mr [redacted] contacted the Naples store and arranged for the transfer of a [redacted] (the “Vehicle”) from another store Once it arrived, Mr [redacted] returned on June 8th to test drive it Even though Mr [redacted] was interested in purchasing the Vehicle using a pre-approval with Capital One, our associate nevertheless recommend that Mr [redacted] apply for credit with us in case he received a more competitive offer Mr [redacted] agreed to do so and this is confirmed by our records Specifically, Mr [redacted] (1) voluntarily provided us with a substantial amount of personal information necessary for a credit application – e.g., name, address (and length of time at residence), phone number, date of birth, social security number, current employer (and employer contact information) and income; and (2) reviewed and agreed to our Credit Application Terms and Conditions (“Consent Form”) Under the Consent Form, Mr [redacted] authorized us and our finance sources to “use your credit reports and verify your application information.” We accordingly decline Mr [redacted] request to remove any inquiry resulting from his credit application Additionally, we have instituted substantial training and procedures to ensure our associates only submit credit applications with customer consent and, based on our review, our associate adhered to them with respect to MrBarile If Mr [redacted] has any further questions or concerns regarding our explanation, he is welcome to contact me by phone at [redacted] , Ext [redacted] or by email at [redacted] Thank you for bringing Mr [redacted] complaint to our attention If you need any additional information, please do not hesitate to contact me directly at the contact information provided above Sincerely, Myron M [redacted] CarMax cc: [redacted]

[redacted] Calibri;">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 she purchased on or about October 18, from the CarMax store located in Pineville, North Carolina In this complaint, [redacted] is requesting that CarMax buy back the Vehicle at the original price that it was sold to her As stated in her letter, [redacted] had several repair concerns with her vehicle including the following: On or about October 31, 2013, customer had concern with a warning light of low brake fluid The copper washers on the caliper were replaced On or about January 3, 2014, customer had concern with the battery At this time the battery was replaced On or about January 15, 2014, customer had a concern with an oil leak It was determined that the oil filter was looseThe filter was tightened at this time and no repairs were needed On or about January 31, 2014, customer had concern with the emergency brakeIt was determined that the Vehicle needed new brake cables and pads and the rotors needed to be machined Customer stated that due to the previous concerns, she no longer wanted the vehicle At this time CarMax offered to do an appraisal on the Vehicle CarMax took into consideration the concerns that [redacted] had with the Vehicle when making the appraisal offer On or about March 11, 2014, [redacted] decided to accept the appraisal offer and then purchased another vehicle CarMax regrets any inconvenience that this may have caused [redacted] and is happy to have been able to provide a solutionCarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension ***, if you have any questions 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 belowOn September 17, 2016, Carmax Sales Consultant Daniel F [redacted] ran my credit applicationDaniel told me the best finance offer was [redacted] which was a month term at 17.09%I accepted and asked Daniel to send financing offer in writing and he didOnce it was received I then paid [redacted] to transfer vehicleEstimate travel time daysI have attached the offer in writing Please see attachment The vehicle arrived at Carmax [redacted] location and I met with Andrea L [redacted] Carmax Sales ConsultantThe first red flag was the finance offer from [redacted] was not found in their systemI asked for Daniel F [redacted] but he was NO LONGER WITH COMPANYAndrea re started financing that resulted in higher APR along with more money down or I was not approve I paid the transfer fee because Daniel gave me in writing [redacted] finance offer Why would I transfer a car without financing? Daniel gave me information and I want a refundI have enclosed a copy of the invoicePlease refund [redacted] by mailing check to my residence Regards, Kimberly Alfinito

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 do not feel that the offer provided by CARMAX is ethical considering how POORLY I was treated by members of the management team, locallyThe management locally here in San Antonio were dismissive and did not take me seriously until I provided hard evidenceI feel CARMAX for the assault on my character, as well as compensation for my time and stress should put forth a better offer to resolve this issue Regards, [redacted]

April [redacted] ***, Operations Supervisor Revdex.com Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] , Complaint # [redacted] [redacted] , VIN [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] , who purchased the above referenced Vehicle from CarMax of Knoxville, Tennessee (“CarMax”) on February, In her complaint, [redacted] requests a vehicle that is “guaranteed to work,” citing issues with the transmission in the Vehicle and the need for repairs within the first month of ownership She requests the opportunity to exchange the Vehicle A review of CarMax’s records indicates a concern with window trim and panel clips, issues that were addressed at CarMax on or about April, Additionally, CarMax addressed an issue with the tire pressure monitoring system by reprogramming sensors on or about March, 2014, and partnered with a local *** dealer to look into [redacted] report of engine valvetrain noise The dealer was unable to verify any repairable issue with the engine There is nothing documented in CarMax’s records concerning a transmission issue of any kind As the Vehicle is still covered under the manufacturer’s powertrain warranty, any concern with the transmission may be addressed directly with a *** or [redacted] dealer As the Vehicle is well outside the 5-Day Money-Back Guarantee at this time, CarMax is unable to exchange it for another However, if she so wishes, [redacted] may request an appraisal of the Vehicle at any time, and is welcome to explore options that she may have for selling it to CarMax and purchasing another Thank you for the opportunity to respond If you have any questions, please contact me directly at [redacted] extension *** Sincerely, [redacted] CarMax Customer Relations

I have owned my car for three months and have only had it for about two to three weeksIt has a shake at Mph and was initally told I was feeling the roadI was also told by there worthless lead mechanic that he cant drive the car over and they are not responsible for fixing the carLuckily I have had a good experiance working with the service manager *** and service consultant ***My car is still not fixed correctly and needs to go back in yet againThis is getting pretty rediculousWhen I called in to tell them they didnt fix it again I was told I had to wait a week because they had no loaner platesThat right there is a sure sign that there is a big issue with the vehicles they are considering safety checkedAlso I bought the car right after it stopped raining so I didnt get the full look over I would usually doThe next day I noticed a bad oil leak coming from the oil pan and that when I turned on the air conditioner it squeeledNevermind the scratches I missedSomething has gotta give in this situationI am starting to wonder if they will ever be able to fix there car but im getting close to contacting the state to declare the car a lemon

March 10, [redacted] ***Revdex.com Moorefield Park Drive Suite Richmond, VA Re: MR [redacted] Dear Mrs***, Thank you for forwarding the complaint [redacted] received in your office from Mr [redacted] regarding the [redacted] **, [redacted] , (the “Vehicle”) that he was interested in purchasing from the CarMax store located in [redacted] , Georgia (“CarMax”) In this complaint, Mr [redacted] is requesting to purchase the Vehicle According to our records, CarMax has been in communication with Mr [redacted] on multiple occasions CarMax is declining the settlement request as set forth in the complaint CarMax maintains the right to determine which customers CarMax will conduct business with CarMax has elected not to do business with Mr [redacted] This decision could be related to a prior interaction with CarMax or information provided to us during this transaction No further information is available The decision is final and applicable to all CarMax locations 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 15, Via Electronic Mail [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA [redacted] [redacted] I am writing in response to your letter which forwarded the complaint of [redacted] On March 21, 2015, Mr [redacted] purchased a [redacted] (the “Vehicle”), from the CarMax of [redacted] *** In his complaint, Mr [redacted] is requesting that CarMax send a refund of $for the reimbursement of a key fob that he purchased CarMax regrets the delay in the reimbursement CarMax has issued a check for $on 6/8/ The check was mailed USPS directly to Mr [redacted] CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] Sincerely, [redacted]

February 24, [redacted] ***, Operations Supervisor 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 [redacted] regarding the Vehicle purchased from CarMax of Laurel, MD (“the Vehicle”) In his complaint, Mr [redacted] states that his vehicle has been in for repairs for out of the days he has owned the Vehicle Mr [redacted] requests a “power train warranty” be provided on the Vehicle so he can take it elsewhere for service As of February 24, 2016, CarMax has sublet the vehicle to Heritage Volkswagen for further diagnosis and repairs CarMax is covering the cost of diagnosis and repair CarMax Customer Relations is in continual communication with Mr***, and will work with him until all issues are resolved If Mr [redacted] has any additional questions, he may contact me at 1-800-519-ext*** Sincerely, Jennifer [redacted] Analyst, CarMax Customer Relations

June 30, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for sharing [redacted] ’s complaint with us and providing us the opportunity to respond Mr [redacted] ’s concern stems from the number of inquiries on his credit file as a result of the credit applications he submitted on December 2, Our records reflect the following as it relates to Mr [redacted] ’s credit application: On December 2, Mr [redacted] submitted four credit applications to finance the purchase of at two separate vehicles Before we obtained Mr [redacted] ’s credit report, he executed a Credit Application Consent Form (“Consent Form”) agreeing and authorizing that: (a) we could “forward the application to any financial institution” to evaluate whether the financial institution will purchase and service any resulting retail installment contract, and (b) “multiple financial institutions will separately obtain and review consumer credit reports” on the applicant(s) A copy of the Consent Form is enclosed Mr [redacted] ’s credit application received declines and offers This information was shared with Mr [redacted] and he elected to accept the offer he received from [redacted] *** The above facts directly contradict Mr [redacted] ’s statement in his complaint that he was not aware that multiple financial institutions would review his credit application Further, Mr [redacted] ’s allegation that the multiple inquires has significantly lowered his credit score is untrue Below is an excerpt from the blog post of the Consumer Financial Protection Bureau dated September 16, regarding credit inquires: Any change to your credit score from shopping will be a minor price to pay for getting the best deal on a car, mortgage, or student loanIf you have a great credit history, shopping around may have no impact on your credit score at all And even if your credit history is less than stellar, the impact from shopping around for a loan is likely to shave off between one and five pointsOn a typical credit score of around that’s not likely to affect you much, especially when you compare that to the hundreds or even thousands of dollars you could save by finding a better interest rate on a loan For specific types of loans – auto, mortgage, and student loans – credit scoring models are also designed to take shopping for a loan into accountLet’s say you are looking around for an auto loan and you authorize five lenders to check your credit scoreAll those credit checks – the industry calls them “inquiries” – should either count as zero or one inquiry, if the inquiries are made in a short period such as fourteen days We have also enclosed a print-out from the FAQ page from Experian’s website that specifically addresses the impact of multiple credit inquires when shopping for an auto loan We hope that this explanation addresses Mr [redacted] ’s concern Thank you again for bringing this complaint to our attention However, given the facts of this case, we cannot provide Mr [redacted] with the relief he seeks If you have any questions or concerns, please do not hesitate to contact me at [redacted] , extension *** Sincerely, [redacted] Paralegal CarMax Enclosures 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 Complaint still stands and I will NEVER purchase from there again Also if and when I called it was about my [redacted] that I had purchased from them previously not the truck that I just purchased Regards, [redacted]

June 2, [redacted] Moorefield Park Drive, Suite Richmond, VA RE: [redacted] VIN: [redacted] Dear Mrs ***, Thank you for forwarding the complaint received in your office from Eric [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on April 13, In the complaint, Mr [redacted] states that a [redacted] dealership recommended the Vehicle’s front brakes be replacedMr [redacted] also mentions a concern with the one of the Vehicle’s tires CarMax wants Mr [redacted] to be comfortable and confident in the Vehicle he purchased, and has replaced the Vehicle’s front brakes CarMax management has also been in contact with Mr [redacted] in regards to assisting with the cost of a tire replacement CarMax appreciates the opportunity to respond to this complaint If you have any additional questions or would like to discuss this concern further, please contact me at [redacted] ext *** Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations

September 26th, [redacted] *** [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 she purchased on or about April 4th, from the CarMax in [redacted] (“CarMax”) In her complaint, [redacted] cites on-going repair concerns with the Vehicle and is requesting that CarMax either exchange the Vehicle for a different one or perform the current repair needs at no cost to her Research indicates that the current needed repairs, diagnosed by an independent repair facility, are not related to the concerns brought up within the 30-Day Limited Warranty period However, as a gesture of goodwill, CarMax offered to perform the needed repairs at no cost to [redacted] , reimburse her for the diagnosis she paid to the independent repair facility, and reimburse the cost to have the Vehicle towed to CarMax The Vehicle is currently in the process of being repaired at CarMax and we believe that [redacted] ’s concerns are being resolved at this time Thank you for providing CarMax an opportunity to respond Sincerely, [redacted]

April 21st, [redacted] ***, Operations Supervisor RevDex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] [redacted] (VIN: [redacted] the “Vehicle”) Dear Mrs ***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of Salt Lake City, UT (“CarMax”) on April 4th, In his complaint, Mr [redacted] requested a reimbursement for a charge from the local Department of Motor Vehicles (“DMV”) for a temporary license tag Mr [redacted] contacted CarMax after the temporary tags on the Vehicle were detached while driving on approximately April 8th, CarMax understood the urgency of Mr [redacted] ’ concern and went to the local DMV location to pick up new temporary tags for the VehicleThese temporary tags were then given to Mr [redacted] and he was not required to pay for their replacement CarMax has had no further communication with Mr [redacted] and is unaware of any charges that he may have incurred via this concern If Mr [redacted] has any further questions, he is welcomed to contact myself at 1-800-519-1511, ext*** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted] Analyst, CarMax Customer Relations

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's "offer" to resolve this is riddled with lies and inconsistenciesCarMax called me on February 15, 2016, at 10:50amThe call lasted minutes at which time I was made no offer for a diagnosis of the problemIn fact, the woman I spoke with indicated that while she was going to bring my request for them to pay for a diagnosis to the "senior team" she did not believe they'd offer to cover these costsI was then contacted again on February 16, at 10:05am, with a call that lasted for seconds wherein it was confirmed, that the "senior team" would not offer to cover costs of the diagnosis of the problem, but would do the labor to diagnose the problem "cheaper than the dealer." Evidence of these calls is attached hereinI rejected this response as I do not believe I should be paying for the costs of diagnosis Should CarMax decide to be truthful and practice acceptable customer service practices, I'd be happy to have a diagnosis of the problem performed by the Volkswagen DealerThe costs may be paid directly to the dealer by CarMaxGiven their apparent willingness to be untruthful, even to the Revdex.com, I do not believe it would be in my best interests to trust their diagnostic teamThis company is obviously willing to go to great lengths, including lying to third parties now, to not have to be liable for their misdeeds Regards, [redacted] ***

December 29, [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 Ms [redacted] regarding her purchase of the Vehicle from CarMax of West Valley, AZ (“CarMax”) on September 8th, In her complaint, Ms [redacted] requested that CarMax replace the Vehicle due to service concerns since her purchase CarMax completes a 125-point inspection on each vehicle prior to sale which guarantees that there are no existing mechanical concernsCarMax cannot predict what future concerns may arise after purchaseCarMax has had no contact with Ms [redacted] since approximately September of when a concern for a component with the satellite radio of the Vehicle was resolved At this time CarMax will be unable to replace the Vehicle, but would be happy to diagnose any repair concerns on the Vehicle at the expense of Ms***In the event Ms [redacted] would prefer to sell the Vehicle, CarMax would be happy to appraise it 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

August [redacted] [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] [redacted] *** [redacted] (the “Vehicle”) Dear [redacted] *** Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] on August, In her complaint, [redacted] states that a [redacted] report indicates the Vehicle had been involved in a collision with a fence prior to her purchase, and alleges that the damage incurred resulted in a diminished value She requests that CarMax purchase the Vehicle from her for its original purchase price CarMax guarantees not to sell any vehicle with frame or flood damage CarMax management offered to have the Vehicle inspected by an independent party to confirm the integrity of the Vehicle and provide [redacted] peace of mind [redacted] refused this offer While CarMax is declining the settlement request as set forth in [redacted] ’ complaint, CarMax would be happy to appraise the Vehicle and make an offer to purchase it at any time Thank you for the opportunity to respond If you have any questions, please contact me directly at (***) [redacted] extension [redacted] Sincerely, [redacted]