CarMax

Mr [redacted] pressured wash the house and painted the dormers and chimney The workers and Mr [redacted] were very professional and paid close attention to details We live in the [redacted] Community where Mr [redacted] has painted five other houses in our neighborhood We would recommend Mr***'s services to anyone seeking a professional house painting company

March 14, [redacted] Re: [redacted] Dear [redacted] ***: I am writing you in response to your letter dated February 20, wherein you forwarded a complaint from [redacted] [redacted] requested that CarMax become better in customer service [redacted] purchased a [redacted] , [redacted] (the “Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about October 28, CarMax has reviewed [redacted] complaint and would like to thank [redacted] for sharing her frustrations regarding the multiple concerns she experiencedCarMax would like to invite [redacted] to contact the Customer Relations Department at [redacted] in order to assist her with any remaining concerns she may have The Customer Relations Department can be reached Monday through Friday during the hours of 8:AM to 8:PM ESTAs always, CarMax appreciates the opportunity to respond to this complaint and apologizes for any inconvenience [redacted] may have experiencedPlease contact me at ( [redacted] extension [redacted] with any questions you may haveSincerely, [redacted] Analyst, Executive Response Team

December 19, 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] [redacted] regarding the Vehicle purchased from CarMax of [redacted] , [redacted] (“CarMax”) on 6/22/ [redacted] references a transmission failure and is requesting that CarMax pay the full amount of the repair on the Vehicle Upon purchase of the Vehicle on 6/22/2013, all fluid levels were satisfactory and within CarMax standardsAfter [redacted] ***’ initial complaint on or about 10/13/2014, CarMax had a third party, [redacted] , inspect the Vehicle [redacted] stated that there was very fresh transmission fluid present, which would suggest it had been changed since the time of purchaseCarMax had not serviced the vehicle in about months and has never completed any transmission work on itAdditionally, CarMax had not been informed of any transmission concerns that [redacted] had on the VehicleCarMax has assured [redacted] that if the Vehicle had experienced a lack of lubrication or lack of fluid; the Vehicle would have needed service at some point in the approximately months of ownership (and we do not know mileage when vehicle was looked at by [redacted] ) before this was brought to our attention Per [redacted] , it is suggested that this Vehicle have manual transmission fluid replaced every 60,milesDuring CarMax’s reconditioning process, the transmission and fluid were inspectedCarMax found no issues present in the transmission or the fluidThe customer has since had possession of the Vehicle without transmission concerns mentioned to CarMax since the sale on 6/22/ CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaintCarMax will not be assisting with any repairs on the Vehicle’s transmissionPlease call me at (***)***-***, extension***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

I will not do business will CarMax ever againThey lie and deceive customers at every cornerCars are riddled with problems and company lies about everything from car condition to finance termsStay as far away as possibleIt's amazing to me that they hold an A+ rating with Revdex.com considering they over complaints and 80% negative customer reviewsHow's that for truth

December 21, [redacted] ***, 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 10, regarding the Vehicle purchased from the CarMax store located in Colorado Springs, Colorado (“CarMax”) on or about July 10, In her complaint, Mrs [redacted] describes mechanical issues with the Vehicle and requests that CarMax cover the cost of the repairs CarMax’s records indicate that Mrs [redacted] and her relative Jesse [redacted] have been in contact with Customer Relations and associates at the White Marsh location regarding mechanical concerns with the VehicleService records state that CarMax requested that Mror Mrs [redacted] submit repair documentation from [redacted] for review on or about December 11, CarMax’s records indicate the repair documents have not yet been received as requested CarMax encourages Mrs [redacted] to submit the documentation from the [redacted] repair dealership to allow the service team to continue to address her concerns CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-extension [redacted] with any questions you may have Sincerely, Kristina S [redacted] Analyst, Customer Relations

September 10, [redacted] [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA RE: [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 Los Angeles, CA (“CarMax”) on February 17th, At that time, Ms [redacted] also elected to purchase a MaxCare Extended Service Plan (“ESP”) for a term of months and until the Vehicle exceeded 75,miles CarMax spoke to Ms [redacted] on several different occasions about a no-start concern on the VehicleCarMax was unable to duplicate the concern on June 26th, CarMax has not had the opportunity to diagnose any additional repairs with the Vehicle since that time CarMax replaced the battery in the reconditioning process prior to Ms [redacted] purchase, and the part was installed with a warranty extended by the vendor CarMax used to purchase the partAs was communicated to Ms [redacted] on August 11th, 2015, CarMax will continue to honor any remaining concerns with the warranty which accompanies any completed repairMs [redacted] may also utilize her ESP for any additional or new service concerns which may arise CarMax appraised and offered to purchase the Vehicle at the request of Ms [redacted] on June 26th, 2015, with an offer of $22,Ms [redacted] elected not to sell the Vehicle at that timeAs the Vehicle is well outside the five day money back guarantee, CarMax declines to take return of the VehicleIn the event Ms [redacted] would like to sell the Vehicle, CarMax would be happy to complete another appraisal offer If Ms [redacted] has further questions, she may contact me directly at [redacted] ext [redacted] Sincerely, [redacted] Analyst, CarMax Customer Relations

April 2, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for sharing Ms [redacted] ’s complaint with us and providing us the opportunity to respond We are happy to inform you that this matter has been resolved We had a telephone call with Ms [redacted] on March 24, Ms [redacted] indicated during that phone call that she recently learned that the error in question resulted from her bank and that she no longer disputed her account balance Thank you for bringing this matter to our attention If you have any questions or concerns, please feel free to contact me at [redacted] , extension *** Sincerely, [redacted] Paralegal CarMax Auto Finance Copy: [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 As I stated before in my complaintThe mechanic that worked on my car DID not do a good job at detecting and fixing the problemAfter the third issue my service engine light coming onI asked for another mechanicI spoke to several other mechanics, and they all stated the same thing that IF there was oil overage on the spark plugs the first time that they would've seen thatBut, he saw it after I bought the car back to him after he claimed that my car was fixed, and it wasn't because when I got into the car it felt like it was going to break downI appreciate the offer of CarMax paying half, but I don't think that I should be responsible for something that wasn't my faultI'm not happy with CarMax, and I would NEVER recommend buying or servicing a car with themNow, I have a car with a car note plus worth of repairs due to a inexperienced mechanic Regards, [redacted]

March 27, [redacted] 0.0001pt;">Revdex.com Moorefield Park Drive Suite Richmond, VA Re: MS [redacted] Dear Mrs***, Thank you for forwarding the complaint [redacted] received in your office from Ms [redacted] regarding the [redacted] , [redacted] (the “Vehicle”) that was purchased on or about March 2, from the CarMax store located in Brandywine, Maryland (“CarMax”) In this complaint, Ms [redacted] is requesting an HD Card for the Vehicle, replacement of the windshield sprayer nozzle, customer service training for the CarMax associates involved and replacement of the Vehicle’s brakes and rotors In a request for additional information from the Better Business Bureau on March 26, 2015, Ms [redacted] advised the concerns with the Vehicle’s HD Card and windshield sprayer nozzle were resolved She stated that she still had concerns with her brakes and did not feel that the issue was addressed properly by CarMax CarMax serviced the Vehicle for a brake grinding concern, on or about March 10, The rotors were resurfaced [redacted] , Service Manager, contacted Ms [redacted] on or about March 26, to advise CarMax would replace her brakes and rotors [redacted] will contact Ms [redacted] when the necessary parts have arrived to arrange an appointment to address this concern Sean can be reached directly at [redacted] extension *** In reference to Ms [redacted] ’ request for associate training, CarMax takes associate development very seriously and this matter will be handled internally CarMax considers the settlement request resolved 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] Analyst, Customer Relations

[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, contingent upon whether or not my warranty deductible of $will be waived for any repairs needing done which are covered under the warranty I 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]

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 The only thing completed by CarMax of garland was dsg tranny service I still need all these services completed Oil filterFuel FilterSpark PlugsFuel treatments for injectors air filterpollen filter Regards, [redacted] ***

April 1, "Times New Roman",serif;"> [redacted] ***, Operations Supervisor Better Business Bureau Moorefield Park Drive, Suite Richmond, VA RE: [redacted] BMW 335I (VIN: WBAWB73557PV (“the Vehicle”)) Dear Mrs***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of Oak Lawn, IL (“CarMax”) on February 8th, In his complaint Mr [redacted] requests that CarMax take return of his Vehicle or provide a “comparable solution.” Mr [redacted] stated multiple service concerns with the Vehicle throughout his ownershipA review of CarMax’s service records indicates repairs completed on June 23rd, for a replacement water pump and thermostatIn the interest of customer service, CarMax covered the cost of this repair totaling over $ CarMax last performed repairs on the Vehicle in August of At that time, the Vehicle was taken to a BMW dealership for further diagnosis and repair for a check engine light concernMr [redacted] was working directly with the BMW dealer for this repair CarMax will diagnose any concerns Mr [redacted] currently has on the Vehicle and work with him to see what options are available once the diagnosis is complete 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 made by the business in reference to complaint ID 10401451, 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 satisfy with this answerI should have never been told via phone, text/email on the amount of down payment to bring before the car arrivedI was NEVER told that the down payment amount could changeI was told that the negative equity amount was already added to the carSo there response is not acceptableI have emails in which was send to me that I was to bring the exact amount of down payment requestedI had my mother as a co-signer and I even reached out to her to let her know this was the amount of the down payment I was approved for Regards,*** [redacted]

11/24/ Roman"> [redacted] Revdex.com [redacted] Richmond, VA 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] , [redacted] (“CarMax”) on 11/07/ [redacted] is requesting an updated navigation disk At the time of purchase, on or about 09/26/2014, the Vehicle was equipped with a navigation disc appropriate for the year of the Vehicle As the disk is original equipment supplied by the manufacturer, CarMax will not replace the disk CarMax appreciates the opportunity to respondHowever, CarMax is declining the settlement request as set forth in this complaintPlease call me at [redacted] , extension***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

August 28, VIA ELECTRONIC MAIL [redacted] Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA Re: Complaint ID [redacted] Mr [redacted] Dear [redacted] ***: I am in receipt of the complaint that was filed by *** [redacted] ***, on August 4, 2014, regarding state taxes on a vehicle purchased from CarMax [redacted] *** purchased a [redacted] (the “Vehicle”), VIN @ [redacted] , from CarMax located in [redacted] (“CarMax”) on or about July 12, CarMax completed the sale of the Vehicle based on the information provided to us at the time, that [redacted] *** was a [redacted] resident and we completed the transaction to reflect his residency status on the date of the purchase [redacted] state of residency changed after the transaction was completed As a gesture of customer service, we offered to return the vehicle and allow [redacted] to repurchase the vehicle, which would provide him the opportunity to obtain a loan with his new state of residency, [redacted] [redacted] did not accept the offer CarMax will not be able to offer a return and repurchase of the Vehicle at this time because so much time has passed [redacted] is responsible for any state taxes due and for properly registering the vehicle in the state that he resides CarMax appreciates the opportunity to respond to this complaint However, CarMax is declining the settlement as set forth in the complaint If you have any questions, please contact me directly at [redacted] extension*** Sincerely, [redacted]

May 20, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, VA RE: [redacted] VIN: [redacted] Chevrolet Equinox (“the Vehicle) Dear Mrs ***, Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of Baton Rouge, LA (“CarMax”) on January 21, In her complaint, Mrs [redacted] states the Vehicle has had multiple service concerns, including not “turning over” Mrs [redacted] states she has brought the Vehicle to CarMax for repairs, but continues to have service concerns On or around May 13, CarMax sublet the Vehicle to a local Chevrolet dealership for diagnosis and repair The Chevrolet dealership was unable to duplicate a starting concern and found no failed parts On or around May 18, 2016, the Chevrolet dealership returned the Vehicle to CarMax CarMax continued efforts to duplicate the concern, but was unable to duplicate any starting concern CarMax is committed to addressing repair needs for any concern that can be duplicated Additionally, while the Vehicle is outside of CarMax’s 5-Day Money Back-Guarantee, if Mrs [redacted] would like to sell the Vehicle, CarMax is happy to appraise it and provide a written offer for the Vehicle If Mrs [redacted] has any additional questions, or would like to discuss this concern further, he may contact me at 1-800-519-ext*** Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations

March 22, [redacted] ***, Operations Supervisor 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 March 16, regarding the Vehicle purchased from the CarMax store located in Fairfield, California (“CarMax”) on or about December 22, In his complaint, Mr [redacted] describes a history concern with the Vehicle, and requests that CarMax offer him $3,for potential future value depreciation CarMax provides a free AutoCheck Vehicle History Report with every purchase, which is also available on our website for every vehicle in our inventoryIf the AutoCheck vehicle history report indicates any accident history on the vehicle, our process includes sharing that information with the customer prior to the final point of saleWe train our sales consultants to share that while AutoCheck is a helpful resource, not every accident may be reported in an AutoCheck report and CarMax does not guarantee an accident-free vehicleAdditionally, CarMax does not control whether or not accidents are reported to vehicle history reporting agencies, or when those accidents may appear on vehicle history reportsCarmax does guarantee a vehicle that’s free of frame or flood damage CarMax’s records indicate that Mr [redacted] was previously in communication with both management at the Fairfield location and members of the Customer Relations department regarding his concernsMr [redacted] connected with the sales department regarding an accident on the AutoCheck Vehicle History report, which was confirmed as appearing on the report after the date of sale CarMax completed an appraisal on the Vehicle on or about October 26, 2015, and offered an additional $3,more than the Vehicle’s appraised value as a gesture of goodwill for Mr [redacted] As with all of CarMax’s written offers, this appraisal was valid for seven days Notes indicate that Mr [redacted] also presented concerns with brakes, a fog light cover, and a bumper on the Vehicle around the time of his appraisalService records state that CarMax also assisted by covering the diagnostic fee for the concerns as an additional gesture of goodwill for Mr [redacted] CarMax will not be participating in issuing $3,to Mr [redacted] 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, Executive Response Team

November 20, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated November 5, regarding the Vehicle purchased from the CarMax store located in Sterling, Virginia (“CarMax”) on or about July 8, In this complaint, Mrs [redacted] cites issues with the Vehicle’s radio system, and requests that CarMax fix or replace the component CarMax’s records indicate that the service department worked with vendor specialist Sound Solutions to diagnose the Vehicle’s radio on or about November 12, at no cost to Mrs*** The diagnostic report states that Sound Solutions was unable to duplicate any intermittent radio disturbances CarMax’s records also indicate that the service department assisted by replacing the radio component at no cost to Mrs ***, and that the repair was completed on or about November 20, Service records state that CarMax coordinated the re-programming of the new unit with the Vehicle’s manufacturer, Mercedes-Benz, to ensure the radio would have full functionality for Mrs ***CarMax appreciates the opportunity to respond to this complaintPlease contact me at (800)519-extension [redacted] with any questions you may haveSincerely, Kristina S [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 CarMax indicated in their response that information regarding the bankdraft was "presented to [redacted] at the time she was selling the vehicle" As I stated in my original complaint, neither of the two employees I spoke with at CarMax explained that the check could not be cashed I did not receive any paperwork or sign anything suggesting that the check could not be cashed Service personnel working at CarMax should be trained in terminology to use during the sales process, and provide explanation so that customers do not misunderstand advertising CarMax is presenting advertising by allowing their personnel to tell customers they can "walk out with a check" (as I was told by the salesman), as what is given to the customer is clearly not a check at all All personnel should be honest with their customers and explain the process before encouraging them to sign over their vehicle CarMax's canned response and their offer to speak with someone at CarMax does not resolve the issue at all Policies and wording needs to be changed Personnel needs to be honest with their customers I will continue to pursue this until the issue has been resolved Regards, [redacted] ***

March 26, [redacted] Revdex.com Moorefield Park Drive Suite Richmond, VA Re: MR [redacted] Dear Mrs***, Thank you for forwarding the additional message in response to the complaint [redacted] received in your office from Mr [redacted] regarding the previously referenced Vehicle In this message, Mr [redacted] states that he does not accept that CarMax is declining his request to return the Vehicle According to our records, CarMax previously reviewed all of the documents that were also submitted by Mr [redacted] to the Revdex.com CarMax did conduct a 125+ point inspection on the Vehicle, and as part of that inspection the oil was changed and the brakes were inspected At the time of sale, the Vehicle was CarMax Quality Certified and met all CarMax standards CarMax sold Mr [redacted] the Vehicle on November 18, Mr [redacted] did not contact CarMax until after he had towed the vehicle to numerous service centers CarMax has no way of knowing what happened to the Vehicle between the time Mr [redacted] purchased the vehicle until CarMax was able to inspect the vehicle CarMax’s position has not changed CarMax appreciates the opportunity to respond further to this complaint CarMax now considers this complaint closed Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] Analyst, Customer Relations