CarMax

July 2, [redacted] Revdex.com Moorefield Park Drive Suite Richmond, Va 23236> [redacted] Thank you for forwarding the complaint received in your office regarding the [redacted] (the “Vehicle”) that he purchased on or about February 21, from the CarMax store located in [redacted] As stated in the complaint, Mr [redacted] had concerns regarding the color of the passenger right rear doorHe stated that the color of the door appeared to be darker than the rest of the Vehicle On or about June 25, the [redacted] at CarMax met with Mr***, looked at the Vehicle and determined that the rear passenger side door needs to be repaintedMr [redacted] was asked to drop the Vehicle offHe was given a loaner vehicle to drive while his Vehicle is being repaired CarMax regrets any inconvenience that this may have caused Mr***CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted]

I did maintenance in Carmax Irvine in 07/09/When I was there to pickup my car, the service guy said she cannot open the door, I have to leave my car more week so they could fix for methen I got call saying they want to go to dealer becuz if they went there, [redacted] would charge them morebut when I wanted to fix my car in dealership and got an estimatethe service manager told me that was an incidentThey refused to pay for that broken door they were responsible for Service manager is ***Terrible terrible jerkShe wanted me to take my car away and she would never say they were responsible for the damage

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] This resolution is unacceptable, because I was never told about not holding a check per a voucher I arrived at the tarmac dealer not prepared to make a down payment so as I was made to believe a down payment was necessary so I had too make arrangements with an out of state bank to transfer funds I was told by the sales person and finance office they would wait a day or two before depositing my check which would give me enough time to make sure the funds transferred I feel that I'm being addressed as a liar the reason I settled the returned check issue is I was probably called at least once a day for a minimum of two weeks I had to use my 1st car payment to pay this to stop the calls For a first time customer to have this type of experience after being referred by another potential customer I will not be returning or sending others your way My husband is a veteran and I deal with a lot of veterans and active military on a daily basis who I'd be glad to refer but won't, I will be scraping your name off my trunkBottom line I feel very disrespected in reference to being viewed a liar which I am not, as we had salt with two fairly new employees and I believe it was a lack of communication and correct information

August 28th, [redacted] *** [redacted] Revdex.com [redacted] RE: [redacted] VIN: [redacted] (the “Vehicle”) Dear [redacted] Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle he purchased on or about June 3rd, from the CarMax of [redacted] (“CarMax”) In his complaint, [redacted] shares his frustrations with the length of time taken to locate a specific part and have the Vehicle repaired In addition he shares his lack of confidence in the ability to locate that specific part and is requesting that CarMax return the Vehicle and refund all payments made since the purchase of the Vehicle Since receipt of this complaint, the Vehicle has been repaired As a gesture of goodwill, CarMax consumerized [redacted] ***’s deductible due to the length of time it took to get the Vehicle repaired CarMax is declining the settlement as set forth in the complaint Thank you for providing CarMax an opportunity to respond Sincerely, [redacted]

May 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 Baton Rouge, LA (“CarMax”) on May 12th, In her complaint, Ms [redacted] stated the Vehicle had flood damage present at the time of her purchaseCarMax guarantees not to sell a vehicle with flood damageCarMax would appreciate the opportunity to investigate further and inspect the Vehicle to confirm that there is no flood damage and to address MsWashington’s concernsPlease extend the invitation to Ms [redacted] to contact CarMax She may make an appointment for inspection with the service department at [redacted] Ms [redacted] may also reach me at [redacted] , ext [redacted] with any further questions Thank you kindly for giving CarMax the opportunity to respond to this matter Sincerely, [redacted] Analyst, CarMax Customer Relations

November 24, Roman"> [redacted] Revdex.com [redacted] RE: [redacted] [redacted] ** VIN [redacted] (“the Vehicle”) Dear [redacted] ***, Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of ***, [redacted] (“CarMax”) on 11/08/ [redacted] is requesting to discuss the color and questionable originality of one door of the Vehicle CarMax has not been able to reach [redacted] to discuss her concern CarMax has attempted to reach [redacted] at [redacted] , the phone number we have on record for her, on five different occasions over a period of five days, leaving voice messages on three occasions CarMax also attempted to reach [redacted] at the number provided on the complaint form, [redacted] The person answering that phone states they do not know anyone by the name of [redacted] CarMax would appreciate the opportunity to speak with [redacted] at her convenience Please have her call [redacted] in sales management at [redacted] CarMax appreciates the opportunity to respond to this complaintPlease call me at [redacted] , extension***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

November 22, [redacted] ***, Operations [redacted] face="Times New Roman, serif">Moorefield Park Drive, Suite Richmond, VA RE: Ms [redacted] , VIN: [redacted] (“the Vehicle”) Dear Mrs***, Thank you for forwarding the complaint received in your office from [redacted] in regards to the Vehicle she purchased from CarMax of [redacted] on October 13, In the complaint, Ms [redacted] describes having difficulty scheduling an appointment in order to have the Vehicle’s gas door repaired and wheel alignment completed According to CarMax records, Ms [redacted] had an appointment scheduled for November 10, to have the gas door repaired On November 4, 2016, CarMax called Ms [redacted] to confirm the appointmentDuring this conversation, Ms [redacted] inquired about also having a wheel alignment completed during the November 10th appointment Ms [redacted] was advised that CarMax did not have availability to complete a wheel alignment at that time, and offered to reschedule the appointment for a time that both the gas door repair and wheel alignment could be completed during the same dayMs [redacted] declined to reschedule the appointmentFollowing this conversation, Ms [redacted] called CarMax’s Customer Relations Department in regards to scheduling an appointment for the aforementioned items Between the dates of November and November 11, 2016, CarMax’s Customer Relations Department worked with Ms [redacted] in order to schedule an appointment that was convenient for her CarMax records show that the most recent contact with Ms [redacted] was a voice message left on November 15, to confirm a November 28th appointment which was arranged by CarMax’s Customer Relations Department In this voice message, CarMax advised Ms [redacted] to please call if this appointment was no longer convenient and she would like to reschedule As of November 21, 2016, CarMax has not received a return phone call from Ms [redacted] CarMax appreciates the opportunity to respond to this complaint and looks forward to the opportunity to complete the needed repairs on the Vehicle If Ms [redacted] has any additional questions or would like to discuss this concern further, she may contact me at [redacted] ext [redacted] or CarMax’s Service Department directly at 301-782-Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations

March 20, 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] ’ complaint with us and providing us the opportunity to respond First and foremost, I am happy to inform you that a refund check in the amount of $was sent to Ms [redacted] via overnight mail on March 12, and we have confirmation that the check was received Ms [redacted] ’ complaint resulted from the fact that a payment she made through Western Union on February 16, was accidentally sent to us Because this is such an unusual situation it took us time to track the payment and then issue a refund We apologize for the poor customer service Ms [redacted] experienced Thank you for bringing this matter to our attention and affording us the opportunity to provide this explanation If you have any further questions or concerns, please feel free to contact me at [redacted] , extension *** Sincerely, [redacted] Legal Assistant CarMax Auto Finance CC: [redacted] [redacted]

February 7, [redacted] *** Re: [redacted] *** Dear [redacted] ***: I am writing you in response to your letter dated January 10, 2014, wherein you forwarded a complaint from [redacted] *** [redacted] requested in the desired settlement for CarMax to repair the brakes and rotors on his vehicle, replace the air conditioning belts and reimburse him for repair expenses [redacted] purchased a [redacted] ***, VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about December 15, [redacted] brought the Vehicle to the Service Department to inquire on tire concerns mentioned from a third party dealership on or about September 27, After inspecting the Vehicle, CarMax found that one of the rear tires had sidewall damage due to low air pressure and the remaining three tires had weather cracks According to CarMax’s records, the tires were above state standards and still within CarMax’s specifications [redacted] returned back to CarMax to address the tire concerns along with an alignment, brake, and belt concern on or about January 9, CarMax explained to [redacted] that in order to validate the concerns a diagnostic test on the Vehicle would need to be completed at his expense [redacted] declined CarMax’s offer to diagnose the Vehicle CarMax was not given an opportunity to diagnose the Vehicle, therefore CarMax is declining [redacted] request for reimbursement and repairs CarMax appreciates the opportunity to respond to this complaint CarMax apologizes for any inconvenience [redacted] experienced Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] Analyst, Executive Response Team

June 16, [redacted] Moorefield Park Drive, Suite Richmond, Virginia [redacted] Complaint ID [redacted] [redacted] I am writing you in response to your letter dated June 1, 2015, wherein you forwarded a complaint from [redacted] Mrs [redacted] requested a phone call from a [redacted] at the CarMax store located in [redacted] , [redacted] (“CarMax”) to discuss a previous service concern CarMax’s records indicate that Mrs [redacted] was contacted by a [redacted] on or about June 8, to address her concerns as requested 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] ***

Buying a used vehicle is all about being prepared and patient no matter where you buy from, CarMax is no exception to this strategy If you plan to trade in your old car, one of the best things you can do is obtain an online offer from [redacted] as well… they have a cash buy program that will act as your 2nd option if the CarMax appraisal is lower than you expected (lower than [redacted] or [redacted] let's say) I had a great experience from my last CarMax buy, partly because I; researched my vehicle choice, waited for the exact/best car to become available, transferred it to my local store, secured financing before the test drive, and obtained a cash buy from [redacted] before getting a appraisal from CarMax for my tradeCarMax undershot the [redacted] offer by 16% ($3,402)… remember, CarMax will not negotiate either the sale or trade amount, so bewared, prepare in advance and your experience will be of "no surprise" I told my sales person to write up the sales order without trade while I went down the street to turn in my trade to the local dealership that works with [redacted] … went smoothly and only took minutes for me to have a check in hand… back to CarMax to finish the purchase paperwork… all in all, everything was satisfactory

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 reject the suggestion than an adequate effort to cure this deficiency was offered while I was in the sales roomWhile the transfer fee was refunded the day I visited the show room, it was not until days after that any remedy other than a fee refund was offered CarMax clung to their notion of "integrity" while telling me with a straight face than a 30% error in mileage had no impact on the car's sale valueThis simply would not work in a private transaction and CarMax should be held to the same accuracy standards in odometer reporting, and hence vehicle valuation, as others are 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] *** regarding the Vehicle purchased from CarMax of Fayetteville on February In his complaint, [redacted] *** requests reimbursement of his payment and expenses incurred as a result of repair delays As [redacted] *** relates in his complaint, there were delays incurred at the *** dealer in repairing the Vehicle under the terms of the manufacturer’s warranty While [redacted] was provided the use of a loaner vehicle during this time, CarMax management recognizes the inconvenience that he experienced As a gesture of good will, CarMax extended the offer of [redacted] CarMax declines to provide additional relief Thank you for the opportunity to respond If you have any questions, please contact me directly at [redacted] extension *** Sincerely, [redacted] CarMax Customer Relations

May 5, Devan [redacted] 0.0001pt;">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 was purchased on or about February 13, at the CarMax store located in Harford, Connecticut (“CarMax”) The Vehicle was purchased with 88,miles on the odometer and did come with a CarMax Limited 60-Day Warranty In this complaint Mr [redacted] is requesting an apology and to be treated with respect According to our records, CarMax has been in communication with Mr*** The Vehicle was first serviced on or about March 30, to address cosmetic concerns with the dashboard and headlight, replace a missing auxiliary port in the center console, replace a license plate bulb, and complete an oil change All repairs were addressed, and a part for the dashboard was ordered The Vehicle was next serviced on or about April 20, to install the dashboard part, and address a check engine light concern CarMax issued a loaner vehicle, replaced the dash pad and gaskets, and addressed an intake leak Mr [redacted] then informed CarMax on or about April 28, that the check engine light came back on CarMax arranged for a tow and a loaner vehicle to be delivered to Mr*** Our records indicate that the Vehicle has been ready for pick up since April 30, CarMax has requested that Mr [redacted] return the loaner vehicle and pick up the Vehicle Mr [redacted] has not been charged for any repair costs outside of the regular, routine maintenance oil change requested, as other concerns have been covered under the CarMax Limited 60-Day Warranty CarMax regrets that Mr [redacted] feels he has not been treated with respect CarMax does strive to provide an unrivaled customer experience CarMax is offering to appraise the Vehicle if Mr [redacted] is still dissatisfied with his purchase 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

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.] the statements made by Carmax are false, I was never offered to have the vehicle replaced or switched as indicated by carmaxI asked repeatedly to have the vehicle switched for another vehicleAs for the claim of my vehicle being completed on Sept5th, this is also false, I recieved notice that my vehicle was completed and ready for pick up on sept9th at which time I was on a business tripI returned on sept17th and made arrangements to pick up the vehicle on sept20thWhen I arrived on 9-20-to pick up my vehicle it would not startI left the vehicle and have since recieved notice on 9-23-that my car was again ready for pick upDo to my work schedule I am not able to pick the car up until SaturdayAll repair attempts have been unsuccessful and I continue to have mechanical problems with this vehicleOnce I pick it up again this weekend I will drive the car as and hope that it is repaired, my confidence in the vehicle has been diminishedI would also like to note that I have no confidence in carmax vehicles as the loaner vehicles that I was given to drive all had issues as wellOne had headlights that dimmed terribly when the AC compressor would cycle, another had brakes that would shake the car so bad that it was a danger to drive, and another had a check engine light on I mi would like carmax to provide a copy of the offer to switch vehicles as they claim they made one to meAs large as carmax is and a business registered with the Revdex.com, I'm sure they would have this document with my acceptance or decline and signaturesAlso I would like to have carmax provide the transcript of my multiple calls to the customer relations center During my my several visits to carmax I have heard many other customers complaining for similar concerns within days of their purchasesI would like to invite those customers to also file complaints with the Revdex.com, I have the contact info for several of these customers Regards, [redacted]

Roman';"> March 20, 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 January 27, [redacted] purchased a [redacted] ***, VIN [redacted] (the “Vehicle”), from the CarMax of Bakersfield, CA In his complaint, [redacted] is requesting CarMax to reimburse $ [redacted] for his brake repair CarMax of Bakersfield contacted [redacted] on March 13th and discussed the issues he had with his brakesAfter reviewing all the information CarMax agreed to reimburse [redacted] $ [redacted] for his brake repair [redacted] ***, Operations Manager informed [redacted] to send his receipt to him for the work performed and it would take up to business days for his reimbursement check CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

February 19th, [redacted] ***, Operations Supervisor Better Business Bureau Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] the “Vehicle”) [redacted] Dear Mrs Mann, Thank you for forwarding the complaint received in your office from Ms [redacted] regarding his purchase of the Vehicle from CarMax of Kearny Mesa, CA (“CarMax”) on February 28th, In her complaint, Ms [redacted] requested repair of a service concern with the convertible top of the VehicleAt the time of purchase, Ms [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months or until the Vehicle exceeded 75,miles with a deductible of $ CarMax was aware of Ms***’s concerns prior to receiving this complaintCarMax management spoke with Ms [redacted] on multiple occasions to discuss the concern and advise that these repairs would be at her expense as the Vehicle is outside any warranty that CarMax offersCarMax encouraged Ms [redacted] to submit a claim through her ESP for the convertible top concern after a diagnosis is completed and recommended that this diagnosis be completed at a Volkswagen dealership In an effort of customer service, CarMax spoke with Ms [redacted] on approximately February 16th, 2016, and offered to complete a diagnosis of the concern at no chargeCarMax has not yet completed that diagnosis and would be happy to make an appointment at Ms ***’s earliest convenienceMs [redacted] can reach the Kearny Mesa service location to schedule an appointment at 858-712-6486, option If MrMorgan has further questions, he may contact me 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

I've been doing business with Scott Brown and always have a great experience dealing with this company

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 belowSince my complaint, my car broke down again, some wires were lose (for months apparently) and Carmax took their sweet time to take care of itAlso I am still waiting for my car registration paperworkThe last time I spoke with [redacted] , she promised me to take care of it and keep my updated during the processThat was more than weeks ago and I have not heard a single word from her since then Regards, [redacted]

August 2, [redacted] Moorefield Park Drive, Suite Richmond, VA RE: [redacted] [redacted] Dear Mrs***, Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of Burbank, CA (“CarMax”) on March 9, In the complaint, Mr [redacted] mentions ongoing concerns with the Vehicle’s transmission and requests that CarMax “take [the Vehicle] back.” According to CarMax records, Mr [redacted] brought the Vehicle to CarMax on or around April 13, 2016, stating a concern with an occasional grinding noiseCarMax attempted to diagnose the concern, but the grinding noise did not present itself at the time of that visit In a further attempt to diagnose the Vehicle, CarMax sublet it to a European auto specialist who also could not duplicate the concern On or around June 16, 2016, Mr [redacted] brought the Vehicle back to CarMax stating the Vehicle would not change gears CarMax sublet the Vehicle to a European auto specialist who updated the transmission module and verified there were no mechanical problems found with the transmission On July 18, 2016, Mr [redacted] returned to CarMax stating that there was a transmission concern CarMax sublet the Vehicle to a Mercedes dealership who also confirmed the transmission was operating normally CarMax appreciates the opportunity to learn more about Mr [redacted] ’ concern; however, because no mechanical failures have been diagnosed on the Vehicle, CarMax declines the request to return the VehicleShould Mr [redacted] wish to sell the Vehicle to CarMax, he can bring it by the CarMax nearest him for a free written offer 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