CarMax

May 14, [redacted] ***, Operations Supervisor Revdex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] [redacted] S (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 Virginia Beach, VA (“CarMax”) on April 3rd, In her complaint, Ms [redacted] referenced concerns with the history of the Vehicle and requested that CarMax refund her down payment and transfer her loan to a different vehicle Upon researching the service performed on the Vehicle, CarMax addressed any service concerns via a certified quality inspectionCarMax performed repairs that included a brake and tire inspection along with the installation of a new gas cap on the vehicleMs [redacted] referenced issues on the Vehicle through technical service bulletins (“TSBs”) by [redacted] TSBs are not outstanding issues on Ms***’s specific VehicleInstead, these are recommendations for how technicians may address a repair for a vehicle model There are no open recalls present on the Vehicle at this time, per the National Highway Traffic and Safety Administration databaseCarMax provided Ms [redacted] with the necessary resources to research any recalls for the Vehicle at the time of sale CarMax would be happy to address any service concerns Ms [redacted] may have on the VehicleAny diagnosis of these concerns would be at the expense of Ms***CarMax will not be participating in any refund of a down payment or transfer of loan on the Vehicle, as the amount of time elapsed exceeds any warranty or return policy that CarMax offers Thank you kindly for providing CarMax the opportunity to respond to this matter 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] ***She said someone from carmax left a voice mailI told her let them respond through the Revdex.com so it would be on record [redacted] said she only received emails from the Revdex.comemail stating they received the complaint and email with the link showing complaint was closed because she did not respond to a email she hasn't received [redacted] never spoke with anyone from carmax about this complaintRepeat no oneOnly got a voice mail.The problems the car has are electrical as well as the transmission [redacted] told carmax about numerous problems with the car within the day warrantyShe was told to take it to a [redacted] dealer to look at because carmax was not equipped to diagnose and fix those kinds of problems[redacted] took the car to a dealer numerous timesThe stuff they fixed never fixed the problems she told them it hadThe car randomly doesn't do anything when pushing the starter button leaving her strandedThe transmission shakes the car from mild to shaking you out of the seat.When this happens the car will not accelerate making for dangerous conditions in traffic [redacted] agreed to replace the clutchThis won't fix the problemIt only had miles on it [redacted] has over of these clutches on back order [redacted] says live with the shake.The last dealer told us the same thingThe cars own system that emails you its condition says transmission shudder.The car still has all the original problems.I went with her to the last [redacted] dealerI reported all the problemsThe dealer refused to wtite down how I described the problemsInstead he said he had to put it in his own words so the problems were not accurately described and not fixedThey always fix stuff but car always remains in same condition that gets her stranded.It was in shop last time for a weekGot home and it wouldn't startWhen I asked the dealer what about the shudder they said we never mentioned anythingabout a shudder...liedBrought car right backThey had it another weekChanged some parts said it was fixedSaid they ordered a clutch under [redacted] warranty would get it in monthsSo now shes into two more weeks of rental carHad to pay for parts that may or may not have been needed and all original problems persistA year of randomly getting stranded and huge expenses related to getting stranded and repairsI asked the last [redacted] dealer when picking up the car what it was worth on a trade inDealer said that model not worth much because all the transmission problems and issues they haveSo they new ftom the beginning about the problem Very agrivatingSo when clutch comes in it will require another rental car at her expense [redacted] no longer wants another car from carmaxShe wants to return the car for s full refundShe wantsa refund for the warranty and gap insurance they sold herWants all they sold her refunded in full.email me for any communication related to this cardo not contact [redacted] as I am handling her complaint.Revdex.com email me instead of [redacted] email addressFeel free to ask questions[redacted] ***

July 14, [redacted] 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 [redacted] regarding the Vehicle transferred to CarMax of Albuquerque, NM (“CarMax”) on May 27, In the complaint, Ms [redacted] states that on May 27, 2016, she completed a finance application for the Vehicle and paid to have it transferred She explains there was a delay in having the Vehicle transferred, which resulted in the expiration of a favorable finance offer Ms [redacted] would like for CarMax to honor the original finance offer, which she received on or around May 27, CarMax has assisted Ms [redacted] with obtaining approval for the original financing offer, and is happy to report that she has since purchased the Vehicle 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

July 31, 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 and providing us the opportunity to respond Ms [redacted] is unhappy about the amount of time it took us to process her Guaranteed Asset Protection Waiver Agreement (GAP) claim Additionally, Ms [redacted] is disputing the remaining balance owed on her account The relevant facts leading up to Ms***’ complaint are as follows: § On April 20, Ms [redacted] called to inform us that her vehicle had been stolen We asked Ms [redacted] to inform her insurance carrier (***) to contact us to obtain a payoff quote for her account § On May 14, [redacted] contacted us to obtain payoff information and a letter guaranteeing that we would release the certificate of title of the vehicle upon our receipt of the insurance proceeds We provided the payoff information and letter of guarantee to [redacted] on the same day § On June 2, Ms [redacted] called to inform us that [redacted] was still processing her claim and that we should expect a check from [redacted] shortly We seized the opportunity to inform Ms [redacted] that she had purchased GAP and that within days from the date the insurance check was received we would provide all the necessary documents to the GAP administrator to commence processing her GAP claim § On June 11, we received the insurance check from [redacted] and it was applied to Ms***’ account effective April 18, which was the date of loss § On June 26, we sent all the required documents to the GAP administrator § On July 2, we received a check for $2,from the GAP administrator, which was also applied to Ms***’ account effective the date of loss The above timeline reflects that we processed Ms***’s GAP claim within days from the date we received the insurance check We are sorry that our processing time in this case fell below Ms***’ expectation In regards to Ms***’ account balance, our records reflect that $ remained outstanding after we applied the GAP check to her account Ms***’ concern is premised on the fact that because she purchased GAP she should not be responsible for any balance after the date of loss This is incorrect GAP will not cover any payment that was due but unpaid Additionally, GAP requires all payments to be made on their due date Therefore, GAP will not cover any additional finance charges that accrue as a result of late payments Our record reflects that we granted Ms ***’ request for a payment deferment or extension for her July payment Because this payment of $ was due and unpaid, it was not covered by GAP The remaining balance of $comprises of a Nonsufficient Fund Fee, a late fee and additional finance charges that accrued as a result of Ms ***’ late payments On July 10, we spoke to Ms [redacted] and attempted to provide the above explanation to her We also offered to lower her monthly payment to $to assist with paying off the outstanding balance over time Ms [redacted] was neither receptive to our offer nor our explanation If Ms [redacted] would like to inquire about this lowered payment opportunity, she should please contact me at [redacted] , extension *** In the meantime, we again thank you for bringing this matter to our attention and for the opportunity to provide this explanation Sincerely, [redacted] Copy: [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 10364328, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Carmax sucks and the com ain't record speaks for itself in three years and Revdex.com gives them a plus , but you guys are rating terror groups to lol your a good source of info Revdex.com

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] ***

December 9, Revdex.com Serving Central Virginia [redacted] RE: Consumer Complaint of [redacted] Dear Sir/Madam: This will confirm receipt and review of a complaint that was submitted to your office by [redacted] On March 28, [redacted] executed a retail installment contract (Contract) to finance the purchase of a [redacted] through our dealer affiliate, CarMax Auto Superstores, Inc The Contract was subsequently assigned to us for servicing Shortly after the purchase, [redacted] informed us that she was experiencing financial hardship due to a medical condition Our records show that in the last years we have provided [redacted] with some accommodation to assist her through her hardship For example, we have granted her payment deferments or extensions, a due date change and waived late fee On September 24, the final payment under the Contract was due However, due to [redacted] ’s late payments and the payment extensions, her final payment amount exceeded her regular monthly payment The outstanding balance on [redacted] ’s account as of the date of this complaint is $1, [redacted] indicates in her complaint that she would like to settle her outstanding balance with a payment of $1, [redacted] would like to pay-off this settlement amount in installments In the interest of customer service, we accept [redacted] ’s settlement offer Our records show that [redacted] recently made a payment of $ Accordingly, [redacted] only needs to pay $to settle her account balance [redacted] must; however understand that following the settlement, we will update our tradeline to reflect that her account is charged-off and settled for less than owed In addition, we may be required to report all or a portion of the unpaid balance to the IRS on form 1099-C as cancelled debt This is generally the case if the amount of debt forgiven is $or more Accordingly, we encourage [redacted] to consult a tax advisor regarding the tax implication of settling her account If [redacted] would like more information regarding settling her account, she should contact Curtis Potts at 770-792-4750, extension Thank you for bringing this complaint to our attention and for the opportunity to provide this explanation If you have any questions or concerns, please contact me at [redacted] , extension*** Sincerely, [redacted] Legal Assistant CarMax Auto Finance CC: [redacted]

June 24, [redacted] Better Business Bureau Moorefield Park Drive Suite Richmond, Va Re: Leslie [redacted] [redacted] Thank you for forwarding the complaint received in your office from [redacted] regarding the [redacted] (the “Vehicle”) that she purchased on or about November 14, from the CarMax store located in [redacted] In this complaint, Ms [redacted] Is requesting that CarMax repair the Vehicle at no cost to her As stated in the letter, Ms [redacted] had a repair concern that needed to be addressedMs [redacted] has owned the Vehicle for about months and was outside of the Day Limited WarrantyThis is a repair that is not covered by MaxCare, Extended service planAs a gesture of goodwill, CarMax offered to split the cost of the repairThe parts will be ordered and Ms [redacted] will be contacted to set up an appointmentMs [redacted] was satisfied with the proposed resolution CarMax appreciates the opportunity to respond to this complaintPlease call me at [redacted] Extension ***, if you have any questions Sincerely, [redacted]

May 5, [redacted] 0.0001pt;">Revdex.com Moorefield Park Drive Suite Richmond, VA Re: [redacted] Dear Mrs***, Thank you for forwarding the complaint [redacted] received in your office from Miss [redacted] regarding the [redacted] , [redacted] (the “Vehicle”) that was purchased on or about March 16, from the CarMax store located in Raleigh, North Carolina (“CarMax”) In this complaint, Miss [redacted] is requesting that the engine be replaced or to return the Vehicle if there are further mechanical issues Miss [redacted] brought the Vehicle to CarMax on or about March 25, with concerns of brake noise, sound from the auxiliary input and key fobs not working properly, and to have a new power point outlet installed CarMax was unable to duplicate the brake noise and all brake pads measured at 9/32" or greater CarMax replaced the power point outlet and was unable to duplicate the concerns with the auxiliary input New key fobs were ordered by CarMax, then picked up and tested by Miss [redacted] on or about April 9, Miss [redacted] brought the Vehicle to CarMax on or about April 14, with concerns of a smell coming from the air vents and that the new key fobs would only work in close proximity to the VehicleCarMax took the Vehicle to Flow [redacted] and authorized the recommended replacement of a receiver which resolved the concern with the key fobs CarMax replaced the cabin air filter to address the smell coming from the air vents On or about April 23, Miss [redacted] advised CarMax of a concern with fluid underneath her brake pedal Miss [redacted] took the Vehicle to Flow [redacted] on April 27, to review the concern Flow [redacted] advised there was excess grease that was used to lubricate the hardware for the pedals and cleaned it for Miss [redacted] This resolved the concern All repairs have been covered by the CarMax Limited Day Warranty at no cost to Miss [redacted] While the Limited Day Warranty has expired, Miss [redacted] did purchase the MaxCare Extended Service Plan which will offer coverage until the Vehicle reaches 100,miles or March 16, 2020, whichever occurs first CarMax considers the mechanical concerns resolved and is declining the settlement set forth in the request 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

December 17, 2014> [redacted] Revdex.com [redacted] Re: [redacted] Dear [redacted] ***, Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted] , [redacted] , (the “Vehicle”), and the [redacted] ***, [redacted] , (the “Trade Vehicle”), that he purchased and traded on or about September 29, from the CarMax store located in [redacted] , [redacted] (“CarMax”) In this complaint, [redacted] is requesting his Trade Vehicle and down payment back CarMax is currently working with [redacted] on the settlement request as set forth in the complaintCarMax has been in touch with [redacted] , and are currently working with the finance company to get the Trade Vehicle loan reinstated CarMax appreciates the opportunity to respond to this complaint Please call me at (***)***-***, extension***, if you have any questions Sincerely, [redacted] Analyst, Customer Relations

August 21, [redacted] [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (“the Vehicle”) Dear Mrs***, Thank you for forwarding the response received in your office from Ms [redacted] regarding her purchase of the Vehicle from CarMax of Ellicott City, MD (“CarMax”) on April 28th, CarMax has not serviced the Vehicle since approximately June of for a remote key concernPrior to this visit, CarMax replaced the starter assembly of the Vehicle on April 30th, under Ms [redacted] limited 30-Day WarrantyThis repair included a removal and replacement of the intake manifold gasket which MsCarroll mentioned in her complaint CarMax has not seen the Vehicle in over two years, and, as a result, cannot make a determination of the cause for any engine failureCarMax welcomes the opportunity to inspect and repair the Vehicle at her expense In the event Ms [redacted] would like to sell the Vehicle to CarMax, she is welcomed to have it appraisedCarMax will not provide Ms [redacted] with the resolution she seeks as the 5-day timeframe CarMax offers for returning the Vehicle has passed Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted] Analyst, CarMax Customer Relations

December 17, Roman"> [redacted] Revdex.com [redacted] RE: [redacted] [redacted] (“the Vehicle”) Dear [redacted] ***, Thank you for forwarding this complaint received in your office from [redacted] , regarding theVehicle purchased from CarMax of [redacted] on 11/07/ [redacted] is requesting that CarMax provide her with a rental or loaner vehicle at no charge; reimburse her the $car payment she just made, or give her a full refund of the Vehicle and return her [redacted] *** During the Limited Warranty period on the Vehicle, CarMax scheduled an appointment to take care of [redacted] ’s concerns Three of her ten concerns were related to the factory integrated Entertainment System/ [redacted] / [redacted] /***CarMax sent the Vehicle to an off-lot vendor on 11/20/and the Vehicle was returned on 11/24/CarMax provided daily updates to [redacted] during this period CarMax began to diagnose [redacted] ’s other concerns on 11/25/2014, including ordering parts and performing hours of repairs, which were completed on 12/8/During this time frame [redacted] was provided with a large enough loaner vehicle to accommodate her child seats One of the Vehicle concerns CarMax assessed was a vehicle vibration at 60mphOn or about two days after this concern was repaired, [redacted] stated the Vehicle now vibrated at 80mphSince 80mph is not a speed at which CarMax technicians will test drive a vehicle, an appointment was made on 12/16/with a local [redacted] dealer to perform diagnosis and repair, as well as to provide [redacted] peace of mindCarMax is covering the $rental deposit for this appointmentThe dealer will rebalance the tires and do an alignment, if necessaryThe expected date of return of the Vehicle is 12/18/ CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaintCarMax will be happy to extend [redacted] ’s Limited Warranty and offer her a free tank of gas from our [redacted] location until January 1, Please call me at (***)***-***, extension***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

[redacted] Revdex.com Moorefield Park Drive Suite Richmond, Va >May 8, 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 March 7, from the Carmax store located in San Antonio, TexasIn this complaint, Mr [redacted] is requesting that CarMax take the Vehicle back for the purchase price of $30, As stated in the complaint, Mr [redacted] contacted CarMax stating that he received a Carfax report reflecting that the Vehicle had been in an accident, the air bags had been deployed, and the Vehicle sustained frame damage CarMax research revealed that the air bags did not deploy and the Vehicle did not have any frame damageCarMax appraised the Vehicle and extended an offer of $23,This offer was based on a number of criteria including the Vehicle’s age, mileage, and condition, as well as market factors of supply and demandWe also consider our inventory needs and check other sources to make sure we’re giving a competitive offer Please be advised that CarMax disregarded the information that was listed on the Carfax report when determining the appraisal offer In the complaint, Mr [redacted] also stated that CarMax policy states that CarMax does not sell vehicles that have been involved in an accidentCarMax does not advertise that we don’t sell vehicles that have been in prior accidents Rather, we provide a clean title guaranteeCarMax guarantees that at the time of sale every retail vehicle has accurate mileage and is not and has never been designated as salvage or flooded on the vehicle’s Certificate of Title or we will buy it back CarMax regrets that Mr [redacted] is not happy with his appraisal offerCarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint [redacted] Analyst, Customer Relations

February 11, "Times New Roman",serif;"> [redacted] ***, Operations Supervisor Better Business Bureau 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 the Vehicle purchased from CarMax of Knoxville, TN ("CarMax") on September 21st, In her complaint, Ms [redacted] cites repair concerns with the Vehicle and requests a reimbursement of all monies associated with the Vehicle CarMax was unaware of Ms [redacted] ’s concerns prior to receiving this complaintMs [redacted] completed transmission repairs covered under her MaxCare extended service planShe was not responsible for any additional charges in October of and January of outside of a deductible of $for these repairs CarMax will diagnose any additional repair concerns; however, CarMax has not had the opportunity to diagnose any service concern on the Vehicle since Ms [redacted] ’s purchaseMs [redacted] ’s Vehicle also remains covered under the extended service plan purchased In the event Ms [redacted] would like to sell the Vehicle, she is welcome to bring the Vehicle to CarMax for a free appraisal offer Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted] Analyst, CarMax Customer Relations

16px;"> May 9, Via Electronic Mail [redacted] ***, Operations Supervisor Revdex.com Moorefield Drive, Suite Richmond, Virginia Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] On March 1, [redacted] purchased a [redacted] , VIN [redacted] (the “Vehicle”) from CarMax in Ontario, California In his desired settlement he would like a replacement vehicle or monetary settlement [redacted] stated the vehicle pulled to the left, then to the right and the transmission sometimes delays shifting The vehicle was brought into CarMax with a list of concerns from [redacted] We determined that there were issues that needed to be corrected Repairs were completed We also identified the one concern could not be identified, the transmission problem We also sent the vehicle to *** [redacted] to review They found nothing wrong CarMax does decline [redacted] request to replace the vehicle or monetary settlement If you have any questions, please contact me at [redacted] , extension *** Thank you for providing CarMax with an opportunity to respond Sincerely, [redacted] SrAnalyst Customer Relations

November 10, 34);"> 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 and affording us the opportunity to respond Ms [redacted] indicates in her complaint that we informed her that the financing she obtained for the purchase of a [redacted] ( [redacted] ) was rescinded and as a result we demanded that she returned the [redacted] After review of our records and speaking with Ms [redacted] , we determined that the subject complaint resulted from Ms [redacted] confusion related to a notice she received from us We are, however, happy to inform you that the matter has been resolved What follows are the relevant facts leading up to Ms [redacted] complaint: § On June 29, Ms [redacted] and [redacted] financed the purchase of the [redacted] from CarMax Auto Superstores (our Dealer Affiliate) Ms [redacted] , Ms [redacted] and our Dealer Affiliate executed a retail installment sale contract, which was subsequently purchased by and assigned to us – CarMax Auto Finance § On August 13, Ms [redacted] returned to our Dealer Affiliate and attempted to trathe [redacted] and finance the purchase a Nissan Altima We declined Ms [redacted] credit application for the Nissan Altima As required by law, we mailed an Adverse Action notice to Ms [redacted] , which informed her, among other things, that we declined her recent credit application and the reasons why The Adverse Action notice (copy [redacted] ) did not request or demand the return of any vehicle § On August 25, 2015, Ms [redacted] received the Adverse Action notice and she mistakenly thought the notice related to her purchase of the [redacted] § On September 9, Ms [redacted] and Ms [redacted] returned the [redacted] to our Dealer Affiliate In our recent conversation with Ms [redacted] , we apologized for the confusion she experienced Ms [redacted] indicated that she would like to get the [redacted] back and requested that we waive the payments that are past due on her account We agreed to accommodate Ms [redacted] requests Ms [redacted] next payment will now be due on November 13, Thank you, again, for bringing this complaint to our attention and for the opportunity to respond If you need any additional information regarding the above, please do not hesitate to contact [redacted] extension *** Sincerely, [redacted] Operational Compliance Manager CarMax Auto Finance Enclosure cc: [redacted]

November 17, 0in 0in 0pt;"> [redacted] Revdex.com [redacted] RE: [redacted] [redacted] (the “Vehicle”) Dear [redacted] ***, Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] , [redacted] on 11/04/ In his complaint, [redacted] requests a mail refund for the down payment he made on the Vehicle, but later returned when his financing did not go through [redacted] also requested to be compensated for a $cab ride and his time and aggravation A mail refund in the amount of $was sent to [redacted] on 11/12/via [redacted] ** The [redacted] Tracking number is [redacted] At this time we will not be able to participate in any further reimbursement CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] Customer Relations

October 18, [redacted] ***, Operations [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: Mr [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated October 11, 2016, regarding the Vehicle purchased from the CarMax store located in Doral, FL (“CarMax”) on or about January 2, In the complaint, Mr [redacted] describes a timing concern with the Vehicle and expresses frustration with the diagnostic processHe also states that CarMax and his MaxCare Extended Service Plan provider (The Warranty Group) requested that he either provide maintenance records or authorize a teardown of the engine to determine if his MaxCare provider will cover the needed repairsDue to Mr [redacted] performing his maintenance, he states that he was only able to produce the receipts for his most recent oil purchase Mr [redacted] requests that CarMax fix the Vehicle and cover the deductible for his Max Care Extended Service plan ($250) Mr [redacted] ’s signed MaxCare Extended Service Plan agreement states that “In order to keep Your Service Contract valid, You must follow the maintenance procedures recommended by the manufacturer of Your VehicleYou must keep receipts which verify the Vehicle Identification number, work orders, and other documentation that shows date, a description of Your Vehicle, mileage, and service performedWe may require You to furnish the Administrator with proof that the specified services have been performedFailure to show proof of servicing may result in the denial of coverage.” However, according to CarMax’s records, Mr [redacted] not been unable to provide adequate documentation for maintenance performed on the Vehicle during the last 33,miles Based on this information, CarMax will not participate in the resolution that Mr [redacted] seeksMr [redacted] is responsible for authorizing further diagnostic charges as required by his MaxCare Extended Service Plan provider CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension ***, with any questions you may have Sincerely, Gabrielle P [redacted] Analyst, Executive Response Team

January 23, Roman"> [redacted] Revdex.com [redacted] Richmond, VA RE: [redacted] [redacted] *** VIN [redacted] (“the Vehicle”) Dear Ms ***, Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] , Texas (“CarMax”) on 9/03/ Ms [redacted] is requesting reimbursement of her $deductible When the Vehicle was brought in to CarMax of ***n on or about 12/11/2014, the Service Consultant showed Ms [redacted] where the power steering pump originally had been leaking and replacedMs [redacted] was then shown a separate component, the engine vacuum pump gasket, where the new leak had been foundMs [redacted] was informed that it was a separate repair and would require an additional $deductible according to her Extended Service Plan agreement with *** [redacted] agreed with both diagnoses and approved both repairsMs [redacted] agreed to the repairs and was provided a rental vehicle CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaintAfter review of Ms [redacted] ’s concerns, CarMax’s position has not changed and we will not be refunding the deductible Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] CarMax Customer Relations