CarMax

March 4th, [redacted] ***, Operations Supervisor RevDex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] the “Vehicle”) [redacted] Dear Mrs ***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding her purchase of the Vehicle from CarMax of Albuquerque, NM (“CarMax”) on January 15th, In his complaint, Mr [redacted] requested that CarMax exchange the Vehicle due to mechanical concerns since purchase CarMax was aware of Mr [redacted] ’s concerns prior to receiving this complaintOn approximately February 23rd, 2016, CarMax agreed to exchange the Vehicle at his requestCarMax completed a full return and Mr [redacted] decided to purchase a different vehicle with CarMax CarMax is unaware of any further concerns that MrGalbadon may currently haveIf MrGalbadon has any further questions, he is welcomed to 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 purchased my very first car with carmax on 12/05/I saved up my money and purchased a [redacted] from the Lithia Springs location in GAI was happy with the test drive & carfax as well as the vehicleI couldn't believe I finally had a vehicle to get to and from work as well as to and from my son's schooldays later my excitement turned into terror as I was driving the truck on the highway and it started to slow down no matter how hard I pressed the gasI put on my hazard lights and started to try to get off the highway but an elderly woman almost crashed into me despite thisThe car continued to slow down and stop while I was pressing the gas pedal during my entire ride homeI was traumatized and angryI immediately contacted carmax and was told to have the car towed in at which point I was presented with papers to sign giving them back the carevery other car on the lot was out of my price range and I was ineligible for a loaner car because I had given the car back and loaners are only for people who currently have a car with carmaxWhen I asked why no one explained this to me before, the saleswoman Connie told me she didn't knowThe sales manager, Richard told me he would not help me get a loaner and that my only option was to spend more money on a whole new car which I had absolutely no money forI found a car $1,more than the [redacted] at the Southlake location and decided to go there to try and get itAfter financing the car I was told my note would go up as well as my down paymentI had been telling them ALL DAY that I absolutely can not afford for anything to go up and they refused to offer any type of discount for all my troubles or to compensate meI was frustrated and disappointedEven after speaking with corporate I was told that carmax does not under any circumstance offer discounts of any kindI asked for my money back and was told that they should've given it to me at the Lithia Springs locationThey of course did not so not only was I out of a car I was out of my moneyI can not get my money back until I get an off day from work to go all the way back to Lithia Springs for a refund Through my correspondences with corporate I concluded that the sales people at carmax do not execute their jobs the way that they are supposed to and their focus is not on customer serviceI was sold a car that shouldn't have been sold at all as it was unsafe to driveI will get my money back and go to a real dealership next time

October 22nd, [redacted] *** [redacted] Revdex.com [redacted] Richmond, Virginia [redacted] *** VIN: [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received in your office from the [redacted] regarding the Vehicle they purchased on July 18th, from the CarMax in [redacted] *** (“CarMax”) In their complaint, the [redacted] state that they believed they could refinance their purchase after a year of making payments and made the decision to purchase based on this belief As they are unable to refinance the Vehicle, they are requesting that CarMax take return of the Vehicle and satisfy the lien CarMax is only able to provide financing options at the point of sale While it may be possible to refinance, CarMax is unable to broker such transactions In addition, CarMax has never been able to make any finance decision or influence any transaction on behalf of a customer The Senior Management Team at CarMax was unaware of the [redacted] ’ concerns prior to receipt of this complaint CarMax invites the [redacted] to call the Senior Management Team [redacted] to discuss their concerns further and suggest any options that may be available, including appraising the Vehicle and making an offer the purchase it However, CarMax declines to take return of the Vehicle as it is outside of the 5-Day Money Back Guarantee Thank you for providing CarMax an opportunity to respond Sincerely, [redacted]

February 28, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Dear [redacted] ***: I am writing you in response to your letter dated February 19, 2014, wherein you forwarded a complaint from [redacted] *** [redacted] requested in the desired settlement for CarMax to either adjust the sales price of the vehicle or provide her an Extended Service Plan at no cost [redacted] purchased a [redacted] **, VIN [redacted] (“the Vehicle”), from the CarMax store located in Winston-Salem, North Carolina (“CarMax”) on or about January 21, [redacted] brought the Vehicle to the Service Department to inquire on multiple concerns including a trunk shock issue CarMax diagnosed the Vehicle and made the necessary repairs However, CarMax was unable to repair the trunk shock at the time of service due to the needed part being discontinued by the manufacturer Due to the circumstances, CarMax offered [redacted] the following two options for resolution: · CarMax will buy the Vehicle back and issue her a full refund · CarMax will continue to search for the correct replacement part and install it once it becomes available [redacted] declined both options of assistance CarMax appreciates the opportunity to respond to this complaint and would like to extend [redacted] the option to continue to search for the correct replacement part However, CarMax is declining [redacted] request as set forth in the complaint Furthermore, CarMax is not able to provide an Extended Service Plan after the initial purchase date Please 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 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 was not out to get a monetary settlementI wanted a proper explanation as to why there was a clean carfax report when we bought the car at Carmax and then yrs later (when we go to sell the car) we are told the carfax has a history of major incidents(Carmax and [redacted] both showed us the report) It sure looks like the carfax report was 'doctored' when we bought the car.I wanted to report this event in the hopes that others be protected by poor business proceduresThe explanation I was given by Carmax did not seem consistant with the happenings we experienced.Thank you to Revdex.com for reporting this 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 [I am not satisfied because I feel Carmax has taken an ridiculous amount of time to repair something they said is a simple fixI have been inconvenienced going on weeks and aside from that they have not treated me like a valued customerI feel it's the right thing doSuppose my car payment was weeks past dueCarmax would want their money promptlyWhy is this any different? 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 below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I noticed that the response from Carmax said they fixed the front strut The only struts they ever fixed was the rear They never fixed the front because they said they couldn't find the leak that [redacted] found.Again, I would like to reassert the original complaint I took my car to [redacted] to get the initial diagnosis because I wanted the actual makers of the vehicle to have a look since they are the experts [redacted] advised that all struts needed replacing and the right front strut also had a leak I took this information back to CarMax and showed them the [redacted] paperwork and they only fixed my back struts They never fixed the front struts as the analyst responded They also said they didn't see the leak that [redacted] had already confirmed That in no way means the leak didn't exist I truly believe they didn't want to fix the front struts as well because it would have been expensive They only did the back struts and Carmax doesn't have that documented either but they accepted Lexus' evaluation on that diagnosis Again they are only honoring certain repairs

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted] 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] [redacted] [redacted] I have emails stating my complaint I am disgusted with the lack of concern for the consumer I have the car, the documents, all the proof to verify the problemMy contract was falsified by CarMax I do not have money for an attorney so I have to advocate for myself CarMax of [redacted] did this to meI have made numerous complaints to them and they ignored meNext I took my complaints to corporate CarMax in [redacted] This location always takes my information then claims they will research and call me back, they do not return the calls This company has drawn this out over a year, taken my money, and fraudulently sold me a car with incorrect car facts and bullied me into financial obligations and ignored its [redacted] responsibilities in buy my old car and transferring registration to the new car, as well as misused my disabled license plates I have had enough of this big corporation not acknowledging my serious complaintI want my life back and out of this horrible vehicle and contract I have been chased by tow trucks and almost run off the road because I will no longer pay for it and I will not give it up until they fix the issues and make it rightI consulted an attorney and I am doing the best I can to fight for my consumer rights against CarMax of [redacted] [redacted]

April 23, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Mr [redacted] ***Complaint ID [redacted] Dear Ms***:I am writing you in response to your letter dated April 7, 2015, wherein you forwarded a complaint from MrGustavo Berio Mr [redacted] requested in the desired settlement for CarMax to provide him a letter of apology and also allow him the ability to purchase a vehicle from CarMax under the same terms as previously provided to him by telephone.Mr [redacted] completed a finance application with the CarMax store located in Gilbert, Arizona (“CarMax”) over the telephone on or about April 2, CarMax submitted the information provided to their financial institutions and was able to extend Mr [redacted] several financing offers.Mr [redacted] visited CarMax on or about April 6, to test drive several vehicles During this visit, Mr [redacted] also provided CarMax his personal information and proof of employment CarMax reviewed the documents provided and identified that Mr [redacted] did not meet the lenders’ specification of having been with his current employer for at least six months Therefore, CarMax is unable to honor the request as set forth in the complaint, but apologizes for any inconvenience Mr [redacted] may have experienced.Please 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 I have not been satisfied with [redacted] response throughout my entire dealings with this issue and would like to have someone else review this complaint and respond accordingly I have reached out to him on a number of occassions with no replies from him causing this to be a drawn out process I feel that CarMax deceived me in to telling me that I owe for something that we less They deceived me in stating that I would be receiving a refund due to an overpayment on the part of CarMax I have been deceived by the entire practice from this company and this is NOT how a company is able to do businessAs [redacted] has failed to respond to my numerous e-mails, I would like to have a response from a member of the management team, and not an Analyst who responded to my [redacted] post I have included my string of e-mails that have involved Curt 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 I do, in fact, have paperwork proving that there was an issue with the transmission, that was have to me from CarMaxI also think it would be fair that CarMax make the first payment since they had the car "servicing" it longer than I had itThere are still numerous things wrong with the car but I don't want to keep driving to knoxville wasting my time, gas and money on issues that shouldn't even be happeningNow, there is a old thump when I press the brakeNever happened until I got it back from the service departmentI don't think it's fair that they use the "day guarantee" when naturally some signs aren't picked up onIt's not my fault they sold me a lemon vehicle and I didn't see the signs until after the "days"I shouldn't have to finance another vehicle when they can easily swap the vehicles out!! I thought that was customer serviceIf this is the way they do business, I'm surprised they are still in business Regards, [redacted]

August 6, [redacted] Revdex.com Moorefield Park Drive Suite 300>Richmond, Va Re: [redacted] Dear [redacted] Thank you for forwarding the complaint received in your office from [redacted] regarding the Maxcare service plan purchased for a [redacted] (the “Vehicle”) on or about March 20, from the CarMax store located in [redacted] In this complaint [redacted] is requesting a prorated refund of the Maxcare coverage CarMax has had the opportunity to complete extensive research including partnering with the Maxcare providerNeither CarMax nor the Maxcare provider has any records showing receipt of cancellation documentation from MsWilliamsThe Maxcare plan was purchased years ago and has expired 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 [redacted] if you have any questions Sincerely, [redacted]

[redacted] Revdex.com>Moorefield Park Drive Suite Richmond, VA Re: [redacted] Dear [redacted] ***, Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the transaction including a [redacted] (the “Appraised Vehicle”), and a [redacted] , (the “Transferred Vehicle”) started on or about October 6, at the CarMax store located in [redacted] (“CarMax”) In this complaint, [redacted] is requesting a change in policy and the truck he was going to purchase be delivered to his home at no charge According to our records, [redacted] did receive a written appraisal offer of $1,for the Appraised Vehicle Also, [redacted] paid $to transfer the Transferred Vehicle CarMax management has reviewed this complaint and [redacted] experience CarMax is offering to refund the transfer fee paid by [redacted] as resolution to the settlement request as set forth in the complaint [redacted] has agreed to accept this offer According to our records, CarMax refunded [redacted] card in the amount of $on or about October 27, CarMax appreciates the opportunity to respond to this complaint CarMax considers this complaint resolved Please call me at [redacted] , extension***, if you have any questions Sincerely, [redacted]

May [redacted] [redacted] Revdex.com [redacted] [redacted] Re: [redacted] , Complaint # [redacted] [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] concerning her recent experience As she relates, the Vehicle had been sublet to another facility for repair While at the other facility, the Vehicle was stolen and subsequently declared a total loss upon its recovery In addition to [redacted] auto insurance carrier covering the total loss claim, CarMax provided the use of loaner vehicle for a period of time, reimbursements of unused portions of MaxCare and GAP waiver agreements, and has agreed to pay [redacted] the insurance deductible related to her insurance claim for her loss CarMax is sorry that [redacted] has had to go through such an ordeal Thank you for forwarding her correspondence and providing CarMax the opportunity to respond Sincerely, [redacted] CarMax Customer Relations

Roman';"> July 17, 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 December 17, 2012, [redacted] sold a [redacted] , VIN [redacted] (the “Vehicle”), at the CarMax of Orlando, FL In her complaint, [redacted] is requesting that CarMax give her a sincere apology and payment for lost time to fix her registration CarMax management reached out [redacted] and apologized for all the inconvenience to rectify her registration issue CarMax recognizes the value of [redacted] time, but is not in a position to compensate her CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

Roman';"> May 29, 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 November 14, [redacted] purchased a [redacted] , [redacted] (the “Vehicle”), from the CarMax of [redacted] ** In his complaint, [redacted] is requesting a new oil change, clean the engine and replace anything that was damaged from the oil leak CarMax inspected vehicle after the oil leak had occurred and it was discovered that the oil cap was cracked CarMax replaced the oil cap and cleaned engine [redacted] did bring the vehicle back again because it appeared that the vehicle was still leaking oil This time CarMax did check the belly pan to verify that there were no additional leaks It was discovered that the brake cleaner that was used was the cause of the dripping CarMax did pressure wash the engine again and filled [redacted] ’s gas tank too CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext*** Sincerely, [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 [Provide details of why you are not satisfied with this resolution.] I am not satisfied to do the simple fact that CarMax never contacted me to resolve this issue, and what CarMax just takes anyone's authorization to cancel someones contract I feel CarMax holds so responsibility in this they are not an innocent party At this point I am turning everything over to my Attorney's office and the contact point will be [redacted] at [redacted] in Fresno, CA [redacted] Regards, [redacted] ***

January 11, Devan Mann, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated December 23, regarding the Vehicle purchased from the CarMax store located in Greenville, South Carolina (“CarMax”) on or about March 3, In her complaint, Ms [redacted] describes concerns with her air conditioning system, one of the windows, and the Vehicle not running, as well as her appraisal offer and MaxCare Extended Service Plan deductibleMs [redacted] requests that CarMax buy back the Vehicle at the amount owed to her finance company CarMax’s records indicate Ms [redacted] worked with the service department within her day warranty period, when concerns with the air conditioning and a gasket were addressedService records also state that on a second visit CarMax assisted by resolving a brake rotor concern at no cost to Ms [redacted] CarMax’s records indicate the service department assisted by replacing the brake pads at no cost to Ms [redacted] after she expressed noise concerns for her third service visitThe final service visit that CarMax has on record lists a window regulator that was replaced under Ms [redacted] ’s MaxCare coverage CarMax’s records indicate that an appraisal offer was completed for the Vehicle on or about December 15, Factors such as mileage, interior and exterior condition, and market trends can affect the appraisal value Records state that Sales Manager Taylor [redacted] connected with Ms [redacted] around the time the appraisal was completed to discuss her concernsWhile CarMax declines to purchase the Vehicle for the amount owed, Ms [redacted] is encouraged to connect with Taylor [redacted] by calling the store at 864-284-if she has additional questions about the appraisal CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension ***, with any questions you may have Sincerely, Kristina S [redacted] Analyst, Customer Relations

September [redacted] *** [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, Virginia Re: [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 [redacted] (“CarMax”) on June, In her complaint, [redacted] cites multiple repair issues, and requests that CarMax take return of the Vehicle In the interest of customer service, CarMax assisted [redacted] with the sale of the Vehicle back to CarMax and the purchase of a replacement on September CarMax believes this matter to be fully resolved to [redacted] satisfaction at this time, and appreciates the opportunity to respond If you have any questions, please contact me directly at [redacted] Sincerely, [redacted]