CarMax

[redacted] RevDex.com [redacted] Richmond, Va Re: Mr [redacted] Dear Mrs***, 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 October 17, from the CarMax store located in [redacted] , Illinois In this complaint, Mr [redacted] is requesting new rims, OEM parts, an Extended Service plan at no cost to him or a different vehicle in place of his current Vehicle As stated in the complaint, it was determined by the [redacted] Dealership that Mr [redacted] ’s Vehicle had parts that had been replaced with aftermarket parts which subsequently voided his [redacted] Maintenance PlanOnce this was discovered, CarMax offered to have Mr [redacted] exchange the vehicle or have the aftermarket parts replaced with OEM parts which would result in the reinstatement of the [redacted] Maintenance Plan At that time, Mr [redacted] requested that CarMax also provide a MaxCare, Extended Service Plan at no cost to himCarMax declined the request and subsequently restated the previous offer to have OEM parts installed so that the [redacted] Maintenance Plan would be reinstated After further discussing Mr [redacted] ’s concerns about the Vehicle, CarMax extended the offer to allow Mr [redacted] to return the Vehicle and purchase another vehicleOn or about December 29, 2014, Mr [redacted] accepted the offer CarMax regrets any inconvenience that this may have caused Mr [redacted] CarMax appreciates the opportunity to respond to this complaintPlease call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] Analyst, Customer Relations

September 23, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] Dear Mrs***: I am writing in response to your letter dated August 27, 2015, wherein you forwarded a complaint from Mrs [redacted] regarding her request to be excused from having to pay CarMax’s Credit and Collections Department a settlement amount of $ Mrs [redacted] also mentioned in the complaint that CarMax uses tactics to finance their customers at a higher interest rate Mrs [redacted] came in to CarMax on or about July 6, to trade the Vehicle in for a [redacted] CarMax appraised the Vehicle for $14,000.00, sent her lienholder (Capital One) a payoff check in the amount of $4,960.54, applied $9,towards the purchase of the [redacted] and sent Mrs [redacted] a reimbursement check in the amount of $for the balance remaining on her Extended Service Plan CarMax was later contacted by [redacted] to inform them that the payoff was short by $ A review of CarMax’s records indicate that the previous amount mailed to Mrs [redacted] were monies that should have been added into the total payoff balance of the loan with [redacted] *** In an effort to correct this error, CarMax contacted Mrs [redacted] by phone to inform her of the situation and to advise her that the $would need to be returned back to CarMax as soon as possible (per the signed Vehicle Purchase Agreement) Mrs [redacted] informed CarMax that she would need to make payment arrangements to pay off this balance because the funds had already been spent CarMax paid Capital One the $on Mrs***’ behalf, and forwarded her information to CarMax’s Credit and Collections Department to set up payment arrangements CarMax’s Credit and Collections Department offered Mrs [redacted] a settlement amount of $300, as opposed to the previous balance of $ Mrs [redacted] paid CarMax’s Credit and Collections Department this amount on or about August 21, Due to CarMax’s Vehicle Purchase Agreement stating that “The Estimated Payoff may be greater or less than the amount that is actually due to the lienholder(s) to transfer title (“Actual Payoff”)You agree to pay CarMax the difference between the Total Estimated Payoff and the Actual Payoff plus any additional costs [i]ncurred by CarMax, upon demand,” CarMax is declining Mrs***’ request to be excused from having to pay CarMax $ In addition, CarMax does not engage in deceptive financial tactics and does not make financing decisions The order in which the names are listed on the credit application has no bearing on the rate offered by a finance company CarMax apologizes for any inconvenience that Mrs [redacted] may have experienced and appreciates the opportunity to respond to this complaint Please contact me at [redacted] extension [redacted] with any questions that you may have Sincerely, [redacted]

December 14, [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 Ms [redacted] regarding her purchase of the Vehicle from CarMax of Ellicott City, MD (“CarMax”) on September 18th, In her complaint, Ms [redacted] alleges that she was misled at the time of purchase of the Vehicle regarding the history and therefore requests that CarMax initiate a full refund of her purchase price Ms [redacted] states in her complaint that CarMax “uses [CarFax] as a marketing tool...,” which is untrueCarMax guarantees that every vehicle presented for sale is free of both frame and flood damage; however, CarMax does not guarantee that every vehicle sold is accident-free CarMax provides an AutoCheck vehicle history report on each vehicle available for sale so that the customer is aware of all available information prior to purchaseThere were no accidents listed on the AutoCheck report at the time of sale CarMax will not be offering a full refund of the Vehicle as any available return period has expiredIf Ms [redacted] is still in possession of the Vehicle and would like to sell it, CarMax would be happy to appraise itIn the event Ms [redacted] has any further questions, she is welcomed to contact me at 1-800-519-1511, ext Sincerely, Curt D [redacted] Analyst, CarMax Customer Relations

December 18, [redacted] ***, Operations Supervisor Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: This will confirm our receipt and review of Mr [redacted] ’ complaint regarding the Vehicle purchased from the CarMax store located in White Marsh, Maryland (“CarMax”) on or about November 22, Mr [redacted] alleges that a check was issued to his spouse and later cancelled by CarMax as part of the purchase transaction for the VehicleMr [redacted] requests that CarMax provide a refund for bank fees incurred as a result of the check cancellation and an explanation of why the cancellation occurredCarMax’s records reflect that Mr [redacted] has recently been in contact with CarMax Auto Finance on or about December 7, to discuss his concernsMr [redacted] was informed that a refund of $would be issued which includes both the original check amount and the bank fees incurred by Mr [redacted] ’ spouseIt is our understanding that the aforementioned refund check was mailed via FedEx to Mr [redacted] on or about December 14, Thank you for bringing Mr [redacted] ' complaint to our attention and providing us an opportunity to respond Please contact me at (800)519-1511, extension ***, with any questions you may haveSincerely, Kristina S [redacted] Analyst, Customer Relations

August 7, *** [redacted] Moorefield Park Drive, Suite Richmond, Virginia [redacted] Dear Mrs***: I am writing you in response to your letter dated July 26, 2015, wherein you forwarded a complaint from Mr [redacted] CarMax’s records indicate that Mr [redacted] was contacted by CarMax on or about August 5, to discuss CarMax’s privacy policy Mr [redacted] was satisfied with CarMax’s response 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, Executive Response Team

July 29, VIA ELECTRONIC MAIL [redacted] ***, Operations Supervisor Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA Re: Complaint ID [redacted] Dear [redacted] ***: I am in receipt of the complaint that was filed by [redacted] , on July 9, 2014, regarding a [redacted] (the “2nd Vehicle”), VIN [redacted] , that was purchased from CarMax South Jordan, Utah (“CarMax”) on or about April 22, and returned on or about July 15, The complaint also includes a [redacted] ***, (the “1st Vehicle”) VIN [redacted] , purchased from CarMax South Jordan, Utah (“CarMax”) on or about September 26, and was sold to CarMax by [redacted] on or about April 22, CarMax appraised [redacted] 1st Vehicle above market value as a gesture of customer service CarMax returned the 2nd Vehicle well after the 5-Day Money Back Guarantee offered on our used vehicles as a gesture of customer service CarMax considers the return of the 2nd Vehicle the resolution to [redacted] complaint CarMax appreciates the opportunity to respond to this complaint If you have any questions, please contact me directly at [redacted] extension *** Sincerely, [redacted] SrAnalyst, Customer Relations

[redacted] Revdex.com Calibri;">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] (the “Vehicle”) that he had appraised at the CarMax store located in [redacted] , [redacted] In this complaint, [redacted] is requesting replacement of the key that was lost and a strong appraisal offer As stated in the complaint, [redacted] took his Vehicle to CarMax to get an appraisalCarMax inadvertently lost the keyCarMax decided to put [redacted] in a loaner Vehicle while a new key was being madeCarMax regrets that the key was lost and the amount of time that it took to get a replacement key In an effort to extend good will to [redacted] in consideration for the time delay, CarMax repaired a broken window regulator at no cost to [redacted] After replacing the key, CarMax appraised the Vehicle and extended the offer to purchase the Vehicle [redacted] declined to accept the appraisal offer CarMax appreciates the opportunity to respond to this complaintPlease feel free to call me at [redacted] , extension***, if you have any questions Sincerely, [redacted]

June 10, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated May 31, regarding the Vehicle purchased from the CarMax store located in [redacted] , [redacted] (“CarMax”) on or about March 7, In her complaint, Miss [redacted] describes concerns with the Vehicle’s tag and requests that CarMax resolve the registration concern Company records indicate that CarMax issued a temporary tag for Miss [redacted] at the time of purchase, as she did not have a permanent plate with her for the VehicleCarMax was unable to process Miss [redacted] plate due to the status of her driver’s licenseCarMax attempted to reach Miss [redacted] by phone a number of times during her first thirty days of ownership On or about May 31, 2016, Miss [redacted] spoke with a Customer Relations Analyst and a member of the Business Office management team at CarMax [redacted] CarMax worked with the appropriate [redacted] state regulatory organization to assist with registration for the VehicleThis information was shared with Miss [redacted] on or about May 31, Company records indicate that the Vehicle’s plates are now valid until the stated expiration month in 2017, as listed on the renewal sticker she received Should Miss [redacted] have any additional questions about the paperwork for the Vehicle, she is encouraged to call CarMax [redacted] at [redacted] 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] ***

October 12, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: ? Consumer Compliant of [redacted] (Pires) Dear Sir/Madam: Thank you for sharing the complaint submitted by [redacted] and providing us with the opportunity to respond Ms [redacted] is disputing the credit information we are furnishing on her credit file regarding our tradeline As a result of this dispute, Ms [redacted] is requesting that we validate our tradeline information and prove to her that we provided her with all the required repossession-related notices After a careful review of our account records, we do not find any merit in Ms [redacted] complaint Below we explain whyValidation of Tradeline Information After receipt of Ms [redacted] complaint, we completed a thorough investigation of the credit information we are furnishing on Ms [redacted] credit file We concluded after this review that the information we are furnishing is accurate and complete [redacted] is a copy of a system generated payment history, which substantiates the accuracy of the credit information we are furnishing related to Ms [redacted] account and specifically her payment history We, therefore, cannot remove the negative credit information Ms [redacted] is disputing We have, however, updated our reporting to reflect Ms [redacted] disputeRepossession Notices Ms [redacted] indicates in her complaint that we cannot collect on the deficiency balance on her account unless we can establish that (prior to repossessing her vehicle) we provided her with the required time frame to cure the delinquency on her account and that we provided her with the required repossession notices First, Ms [redacted] contract (copy enclosed) is governed by the law of the state of North Carolina and there is no pre-repossession notice required Second, our records reflect that we provided Ms [redacted] with optional default notices, which informed her that her account was delinquent and that we would repossess her vehicle if she did not resolve the delinquency Finally, subsequent to our repossession of Ms [redacted] vehicle, we provided her with a sale notice and then an explanation of how we applied the sale proceeds to her account resulting in the deficiency balance she now owes A copy of all but of the notices referenced is attached in response to Ms [redacted] request As you will see, all the notices were mailed to the same address Ms [redacted] provides in her complaint Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this explanation If you have any questions or you need additional information, please do not hesitate to contact me directly at [redacted] , extension ***Sincerely, [redacted] Paralegal CarMax Auto Finance Enclosures cc: [redacted] ***

March 20, [redacted] Revdex.com Moorefield Park Drive Suite Richmond, VA Re: MRS [redacted] Dear Mrs***, Thank you for forwarding the complaint [redacted] received in your office from Mrs [redacted] regarding the [redacted] ***, [redacted] (the “Vehicle”) that was purchased on or about July 10, from the CarMax store located in Lexington, Kentucky (“CarMax”) In this complaint, Mrs [redacted] is requesting CarMax exchange the Vehicle with another [redacted] with all-wheel drive and transfer all purchased accessories to the new vehicle at no cost to Mrs [redacted] CarMax is aware of the concern and is currently working with Mrs [redacted] to resolve the settlement request as set forth in the complaint Mrs [redacted] should continue to work with Chris Nichols, Location General Manager in reference to the complaint [redacted] can be contacted directly at [redacted] ext [redacted] 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

October 16, 2014> VIA ELECTRONIC MAIL [redacted] Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA *** [redacted] Dear [redacted] I am in receipt of the complaint filed by [redacted] on September 25, regarding a [redacted] (the “Vehicle”), [redacted] , that was purchased at the CarMax store located in [redacted] (“CarMax”), on or about August 31, [redacted] requested in her desired settlement that CarMax fix her Vehicle [redacted] shared in the complaint her frustrations around her repair delays [redacted] on or about September 25, dropped the Vehicle off for CarMax to address an air condition concern At the time of dropping the Vehicle off CarMax provided [redacted] a loaner vehicle CarMax diagnosed the Vehicle and was able to duplicate the air conditioning concern CarMax ordered the necessary parts for the repair Repairs were completed on or about September 30, CarMax advised [redacted] the Vehicle was repaired and ready for pick up [redacted] mentioned that she was out of town for business and would not return until October 2, She shared she would pick up her Vehicle when returning on October 2, or the following day October 3, CarMax appreciates the opportunity to respond to this complaint and considers this complaint resolved Please contact me at (***) [redacted] extension [redacted] with any questions you may have Sincerely, [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] The point of filing a complaint was to express my concerns to let Carmax know that their employer Cameron R [redacted] was dishonest with me while processing part of my paperwork all the other associates was straight forward & honest I tried reaching out so many times to the office directly but everytime I called I was told there wasn't a supervisor available what I am saying is truthful understand out of all things why would I be dishonest about a license plate when I just financed a 2nd car for over 36,from Carmax

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 Carmax said the fuel light was not on but that was fabricatedI payed to have car fixed but they didn't and within a few days later had to pay [redacted] in [redacted] to do the repairs that carmax was suppose to doThat was expensive but they did the job correctly that carmax failed to do and [redacted] mechanics also stated that the oil had not been changed regularly as carmax was suppose to check and never didI have more complaints about other services that carmax was paid to do this past year and according to [redacted] expert mechanics was never doneThose will be added to the claimAlso, yes, carmax did send someone out to put the doughnut houre on the car to drive it back thirty miles to carmax, however it blew out two blocks from the houseNext of all, it wasn't suppose to be a doughnut hole tire because when we bought the car, the sales person told us there was a full size rim and tire under the car and being that only a professional mechanic could unleash it from the bottom of the car, we never found about it until we tried to drive the car home from carmax with a flatI now have the further documentation from [redacted] supporting my claim that carmax was charging for services that weren't taken care of and now asking for $restoration 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 accepting this offer for the reason that Carmax sold me a lemonI have had the exact same problem with this vehicle now that I have had since the 3rd week of driving it off the lotCarmax has purposely unloaded this subpar vehicle and has refused to make good on it I have been patient and tried to work with them but they have taken advantage of me The have pretended to resolve the issue many times only to have the exact problem reoccur over and over and again Regards, [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 [redacted] , [redacted] (the “Vehicle”) that she purchased on or about February, 11th, from the CarMax store located in [redacted] (“CarMax”) In this complaint, [redacted] , is requesting to receive a refund of both her down payment and any money paid toward the Vehicle The Vehicle is outside of the CarMax Limited 30-Day Warranty period A repair claim for the alternator should be submitted to the Extended Service Plan (“MaxCare”), administered by [redacted] , that [redacted] purchased MaxCare does cover towing up to $as long as the repair is submitted to and approved by [redacted] [redacted] purchased the MaxCare plan with a $deductible at CarMax and $deductible at any [redacted] certified repair facility for covered repairs [redacted] may use the MaxCare plan at any CarMax location or [redacted] certified repair facility [redacted] should contact [redacted] at [redacted] for more information about filing a claim and her Vehicle coverage CarMax is declining the settlement request as set forth in the complaint CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension***, if you have any questions Sincerely, [redacted]

[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 10229424, 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: [email protected] Regards, Myesha Mcmullen

November 7, Via Electronic Mail [redacted] ***, Operations Team Leader Revdex.com [redacted] Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] On February 16, 2012, [redacted] purchased a [redacted] ***, VIN [redacted] (the “Vehicle”), at the CarMax of [redacted] , TX [redacted] also purchased the [redacted] (“***”) In her complaint, [redacted] is requesting that CarMax honor her warranty and make the necessary repairs to the Vehicle October 9, [redacted] brought the Vehicle in for service to address popping and squeaking while driving over bumps CarMax reached out to [redacted] on October 9th and 10th to get additional information about her concerns [redacted] stated that she had a letter from [redacted] and was going to email to CarMax As of today, CarMax has not received the correspondence from [redacted] However, CarMax did see an outstanding recall and thought the letter [redacted] received was for the recall CarMax did not refuse to fix the Vehicle, but was unable to duplicate [redacted] concerns CarMax would be happy to repair the Vehicle and file the repairs with her*** If the repairs are not covered CarMax would be glad to give [redacted] an estimate for the repairs CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at (***)***-***, ext*** Sincerely, [redacted] Customer Relations Analyst

November 4, [redacted] *** Operations Supervisor Revdex.com [redacted] RE: [redacted] ( [redacted] ) Dear [redacted] ***: We will be responding through the [redacted] channel related to this complaintIf there are any further questions, please let us know at CarMax Customer Relations Sincerely, [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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I just got my coupon book this past week and have NEVER gotten an email reminder They are reporting inaccurate information Liars

Roman';"> September 4, Via Electronic Mail [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA Re: [redacted] # [redacted] Dear [redacted] ***: Thank you for forwarding the complaint of [redacted] ***On April 19, 2013, [redacted] purchased a [redacted] ***, VIN [redacted] (the “Vehicle”), at the CarMax of [redacted] *** In his complaint, [redacted] is requesting that CarMax offer him some assistance with his negative equity or buy the Vehicle back for the amount he originally paid for it [redacted] is wanting to trade or refinance the Vehicle due to the loss of his job CarMax has made several appraisal offers and [redacted] is not happy because of his negative equity CarMax declines [redacted] ***’s request as set forth in his complaint CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext*** Sincerely, [redacted]