CarMax

Dear Sir/Madam: This will confirm receipt and review of a complaint that was forwarded to your office by [redacted] regarding the above-referenced account [redacted] is disputing the balance owed on her account Accordingly, [redacted] has requested that we validate the balance owed Please find our response below [redacted] indicates in her complaint that she made her final payment on October 30, To the contrary, our records show that the last payment we received from [redacted] was on November 2, This payment was [redacted] ’ 59th payment in a term contract The current payoff balance on [redacted] ’ account is $ The reason why the final payoff amount is significantly greater than the final installment amount is because of the additional finance charges that accrued on [redacted] ’ account Please know that finance charges are calculated using a simple interest formula, i.efinance charges or interest accrues on a day-to-day basis Also, take note that the finance charges that accrue between each payment are contingent on the current principal balance and how early or late monthly payments are made In essence, payment patterns to a significant extent, dictate how much finance charges the account accrues daily Because most of [redacted] ’ payments were over days late, she accrued finance charges in excess of what was initially contemplated under the Contract Please refer to the enclosed copy of the Contract and a system generated payment history for a better understanding of how each payment is applied towards accrued finance charges and principal balance An [redacted] based payment history is also enclosed as a supplement to our system generated payment history Finally, in regards to [redacted] ’ concern that we did not notify about the remaining balance owed on the account, please find enclosed a letter from [redacted] dated August 16, requesting that we cease our communications with her Accordingly, we could not contact her about the balance owed Thank you for bringing this matter to our attention and I hope my response provides [redacted] with the clarity that she seeks If [redacted] has any further questions or concerns regarding the balance owed, she can contact me directly at [redacted] , extension *** Sincerely, [redacted] CC: [redacted] [redacted]

Via Electronic Mail [redacted] ***, Operations Supervisor Revdex.com Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] On December 30, [redacted] purchased a [redacted] ***, VIN [redacted] (the “Vehicle”) from CarMax in White Marsh, Maryland In his desired settlement [redacted] stated he felt he was led to believe the extended service plan was 100,miles plus mileage already on the vehicle He wants Carmax to fix his vehicle using the extended service plan The contract clearly states in bold lettering the plan ends at 100,miles CarMax does decline fixing the vehicle under the extended service plan If you have any questions, please contact me at [redacted] , extension *** Thank you for providing CarMax an opportunity to respond Sincerely, [redacted] SrAnalyst Customer Relations

The consumer reached out to the Revdex.com and stated the complaint was resolved

February 16, [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 February 3, regarding the Vehicle purchased from the CarMax store located in Boynton Beach, Florida (“CarMax”) on or about March 9, In her complaint, Mrs [redacted] describes concerns regarding repair delays, rental vehicle reimbursement, and communication with the service departmentMrs [redacted] requests that CarMax reimburse the rental vehicle expense through Enterprise CarMax’s records indicate that the service department has been in contact with Mrs [redacted] and her family regarding her expressed concerns Service records indicate that CarMax presented the option of a loaner vehicle for Mrs [redacted] while repair work was being completed on the Vehicle, which was declinedWhen manufacturer supply issues led to extended repair delays, CarMax offered to reimburse Mrs [redacted] for vehicle rental beyond the days included through her MaxCare extended service planRecords indicate that as of February 16, 2016, the service department had not yet received the requested receipt for Mrs [redacted] ’s rental vehicle, as required for reimbursed CarMax is currently working to reimburse Mrs [redacted] for the additional days of vehicle rental with the Enterprise payment information shared in her complaintShould additional documentation be needed to complete the reimbursement process, CarMax will contact Mrs [redacted] by phone 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

December 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 [redacted] complaint and providing us the opportunity to respond Mr [redacted] claims that he was unable to make his account payments on time because he received his checks late from the [redacted] (***) Mr [redacted] also claims that we should not have charged off his account because he was on active duty Accordingly, Mr [redacted] is requesting that we delete all late payment reportings, including the charge-off from our tradeline After due consideration, we find no merit in any of Mr [redacted] claims For background, Mr [redacted] executed a retail installment contract for the purchase and financing of a [redacted] on August 6, As a matter of policy, we scrub all our delinquent accounts before we initiate repossession to confirm that the owner of the vehicle is not an active duty service member On April 21, 2015, we discovered that Mr [redacted] was called to active duty from February 22, through March 17, Accordingly, we provided Mr [redacted] with the benefits afforded by the [redacted] [redacted] (***) – lowered his finance charge rate from [redacted] to **, effective February 22, (which reduced his monthly payment from [redacted] to [redacted] ) and we ceased our efforts to repossess his vehicle Contrary to Mr [redacted] statement that he made his payments late because he received his checks late, our records reflect that Mr [redacted] late payments started prior to his call to active duty service on February 22, Mr [redacted] did not make his first installment payment (due on September 20, 2014) until October 4, Mr [redacted] November through February payments were all over days past due On November 30, 2015, we charged off Mr [redacted] account after his July payment was over days past due and we updated our reporting to the credit reporting agencies with this information To address Mr [redacted] claim regarding the charge off of his account, the [redacted] prohibits the termination or acceleration of a pre-military service contract because of a breach that occurred before or during the service member’s military service For accounting purposes, we write off or charge off accounts that are over days past due As a general rule, once an account charges off, the obligor can no longer make payments by installments and must pay off the entire outstanding balance However, due to the protections afforded by the ***, we do not accelerate the outstanding balance of protected active duty service members upon charge off As such, protected service member’s can continue making their monthly installment payments despite the charge off of their accounts According to our account records, this information was conveyed to Mr [redacted] On March 17, 2016, Mr [redacted] active duty status, including the 12-month benefit extension required by the ***, expired and we updated his account back to the contract terms Mr [redacted] currently has an outstanding balance of [redacted] As we have offered Mr [redacted] in the past, we are willing to enter into a payment plan that will assist him resolve his outstanding balance If Mr [redacted] would like to discuss this opportunity, he should please contact Sarah E [redacted] at 770-792-4750, extension *** Given the above explanation, we cannot provide Mr [redacted] with the relief that he seeks We will, however, continue to reflect in our reportings to the credit reporting agencies that Mr [redacted] disputes the information on our tradeline Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this explanation If you need any additional information regarding the above, please do not hesitate to contact me directly by phone at [redacted] or by email at [redacted] Sincerely, Brent A [redacted] Operational Compliance Manager CarMax Auto Finance cc: [redacted]

May 19, Via Electronic Mail [redacted] ***, Operations Team Leader Revdex.com Moorefield Park Drive, Suite Richmond, VA Re: [redacted] Dear Ms***: I am writing in response to your letter which forwarded the complaint of [redacted] *** On January 30, 2015, Ms [redacted] purchased a [redacted] ***, VIN [redacted] (the “Vehicle”), at the CarMax of Duarte, CA In her complaint, Ms [redacted] is requesting CarMax correct the DMV release of liability and replace two tires or pay her $ Ms [redacted] sold the Vehicle to CarMax on 1/30/ CarMax sent the Release of Liability to the DMV in Sacramento, CA DMV processed the request by 2/10/to reflect that CarMax had purchased the Vehicle Ms [redacted] can contact CarMax of Duarte to assist with the tickets that she received after the sale of her vehicle On 2/9/Ms [redacted] brought the Vehicle to CarMax for hub cap installation At that time Ms [redacted] stated that two tires were not safe and needed replacement CarMax inspected the tires and informed Ms [redacted] that the tire tread measured twice the state’s discard requirement As goodwill gesture CarMax offered to sell Ms [redacted] tires at our cost of $for each tire Ms [redacted] declined that offer CarMax declines Ms***’s request as set forth in her complaint CarMax appreciates the opportunity to respond to this complaintThe offer for the tires at cost is still available If you have any questions, please call me at (800)519-1511, ext Sincerely, [redacted] Customer Relations Analyst

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.They clearly thought we were making a "new" car deal to their benifit and made no effort to adjust price of the [redacted] vehicle, warrenty, and interest rate In the end was going to cost us several thousand dollars out of our pocket to "repurchase" the vehcile that they had represented in writting the first time in 7/We rejected this offer on 3/20/and were told legal would call us 3/23/We did not hear from themAnd now have followwith them on 3/24/And still waiting for the reimbursement of the AWD option we paid for in 7/At this point, we have been requesting a refund and to finish our business with them now and in the future 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.Since I did not purchase a vehicle from them because of the events I described above, I would like for the [redacted] Auto Loan that they applied for be closed and to be refunded the $that my Auto Loan has increased as a result of their unethical business tactics[redacted] Auto Finance is the lender that we decided would be best when I spoke with the CarMax sales representatives Even though they needed verification of income, bank accounts which would have been supplied if I hadn't had such a bad experience from this dealership My husband and I then drove up to [redacted] , NY and purchased a vehichle from [redacted] *** completed a credit application for us, the same that CARMAX had, we chose to use [redacted] Auto Finance as it was a better rate but come to find out they were not allowed to finance me through [redacted] because CARMAX owned the rights to the initial credit application, even though I did not purchase a vehicle from them The monthly amount I was quoted by CARMAX for a more expensive vehichle(without warranty) was $less a month then I am paying now for a year $4,warranty Please see attachments of [redacted] Auto Finance letter for CARMAX and my monthly bill with Chrysler Capital that I had to settle for because of the position I was put in by CARMAXAlso CARMAX records their telephone conversations, please submit and review those as well Regards, [redacted]

8"> February 23, Via Electronic Mail [redacted] ***, Operations Team Leader Revdex.com Moorefield Park Drive, Suite Richmond, VA Re: [redacted] Dear Ms***: I am writing in response to your letter which forwarded the complaint of [redacted] On August 26, 2014, Mr*** purchased a [redacted] , VIN [redacted] (the “Vehicle”), at the CarMax of [redacted] IL In her complaint, Ms [redacted] is requesting that CarMax pay for the cost of the engine replacement On or about February 9, 2015, CarMax of [redacted] spoke to Ms [redacted] about her engine concerns Ms [redacted] stated that she had put 8,miles on the Vehicle in five months and hadn’t changed the oil After reviewing Ms [redacted] ’s concerns, it was recommended by CarMax for Ms [redacted] to reach out to [redacted] Customer Service as the Vehicle has a year/100,powertrain coverage Ms [redacted] later informed CarMax that [redacted] had agreed to pay half of the engine replacement Ms [redacted] asked that CarMax pay the other half CarMax confirmed by receipt that Ms [redacted] had an oil change CarMax management revisited the Vehicle history and as a goodwill gesture agreed to pay $2,for the engine replacement CarMax let Ms [redacted] know that she would be receiving the $2,within 10-business days CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

December 23, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: Mrs [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] Dear Mrs***: I am writing in response to your letter dated December 7, 2016, wherein you forwarded a complaint from Mrs [redacted] , regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about September 9, In the complaint, Mrs [redacted] states that the Vehicle had to be taken to the [redacted] dealership (the “Dealership”) shortly after purchase in order to address two recalls – a sun visor wiring and totally integrated power module (TIPM) concern – on the Vehicle, both of which were shared with her at the time of purchase She then mentions that shortly after these recalls were addressed by the Dealership, the sunroof failed to operate Therefore, Mrs [redacted] is requesting for CarMax to either exchange the Vehicle for a newer recall-free model at the same price or reimburse her for the amount that she paid towards the repair of the VehicleFor background regarding recalls: Before any customer purchases a used vehicle, a CarMax associate and the customer review the recall information available on the [redacted] website After this initial review, customers sign a form acknowledging receipt of the [redacted] recall information prior to signing sales documents If a customer decides they do not want to keep the vehicle for any reason, every vehicle sold by CarMax is covered by a 5-Day Money-Back GuaranteeAdditionally, manufacturers have not authorized CarMax to complete recall repairs and close out recallsCarMax recommends customers to register their vehicle with the manufacturer and urge them to have open recalls fixed immediately following purchase Our offer: Based on the above, in addition to CarMax’s belief that the current sunroof concern is related to the previous recall repair work performed by the Dealership, CarMax is not willing to provide Mrs [redacted] with the resolution that she seeks However, they have been in communication with her since the receipt of this complaint, encouraging her to have the sunroof addressed by the DealershipConversely, if Mrs [redacted] is interested in trading the Vehicle, she is encouraged to have it appraised at the CarMax nearest herCarMax appreciates the opportunity to respond to this complaint and would encourage Mrs [redacted] to contact me at 855-562-ext [redacted] if she had any additional questions or concernsSincerely, Nekia W [redacted] Analyst, Executive Response Team

October 18, [redacted] ***, Operations [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: Miss [redacted] Complaint ID [redacted] (the “Vehicle”), VIN: [redacted] Dear Mrs***: I am writing in response to your letter dated October 11, wherein you forwarded a complaint from Miss ***, regarding the Vehicle purchased from the CarMax store located in Las Vegas, Nevada (“CarMax”) on or about March 25, In the complaint, Miss [redacted] expresses that she would like for CarMax to reimburse her $for the cost that she paid for previous repair work completed on the Vehicle Miss [redacted] also requests for CarMax to pay the total expense to have the Vehicle’s engine replacedCarMax’s records state that the Vehicle was brought in for service on or about April 22, for a brake light concern However, this issue did not present itself at the time of appointment – leaving CarMax without the ability to complete any repairsThe Vehicle was later brought back for service on or about July 1, for a noise when braking concern On this occasion, CarMax was able to duplicate the noise concern – replacing the rear brake pads and sensor wire at no cost to Miss ***On or about September 1, 2016, Miss [redacted] brought the Vehicle in for a shift lock concern CarMax diagnosed the Vehicle and recommended that she replace the shifter assembly, at a cost of $ Miss [redacted] authorized these repairs, which were completed on or about September 13, Miss ***’s mother later contacted CarMax’s Customer Relations Department on or about September 15, to share that Miss ***’s Vehicle had lost power on the expressway CarMax diagnosed the Vehicle on or about September 19, – identifying that the Vehicle had been driven while overheating (for an extended period of time), causing permanent engine failure This was unrelated to any previous repair work completed by CarMax and was also an unforeseeable occurrence by themDue to the fact that Miss [redacted] continued to operate the Vehicle while overheating (leading to engine failure), CarMax is unwilling to provide her with the resolution that she seeks However, if she would like to accept CarMax’s goodwill gesture in the amount of $1,(to use towards the repair of the Vehicle), she is encouraged to contact Service manager, Timothy G***, at (770)506-ext*CarMax appreciates the opportunity to respond to this complaint and considers the gesture of goodwill the resolution to the complaintSincerely, Nekia W [redacted] Analyst, Executive Response Team

9"> January 19, [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA Re: [redacted] Dear Ms***: I am writing in response to your letter which forwarded the complaint of [redacted] ***On November 29, 2013, Ms [redacted] purchased a [redacted] , VIN [redacted] (the “Vehicle”), at the CarMax of StLouis, MO In her complaint, Ms [redacted] is requesting that she receive the funds for the return of her Extended Service Policy (“ESP”) CarMax did return the ESP on December 7, and returned the funds to [redacted] on December 10, CarMax received a call from Ms [redacted] last week that she had received the debit card from [redacted] CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

I spoke to [redacted] today, 04/06/15, and we both agreed that there is not anything a service manager can do for me at this pointI tried to contact the service manager multiple times when the issues with the vehicle were happeningI have no need now as I have already paid out of pocket for the numerous repairsThe point of the complaint is that I was sold a vehicle that was not safe to driveNo vehicle should lose power while you are driving on the interstate with your childrenI was guaranteed that it passed a vigorous inspection prior to my purchase and I strongly disagree!

March 13, Via Electronic Mail [redacted] ***, Operations Team Leader Revdex.com Moorefield Park Drive, Suite Richmond, VA Re: [redacted] Dear Ms***: I am writing in response to your letter which forwarded the complaint of [redacted] On May 2, 2014, Ms [redacted] purchased a [redacted] , VIN [redacted] (the “Vehicle”), at the CarMax of Birmingham, AL In her complaint, Ms [redacted] is requesting a vehicle that doesn’t have to be re-serviced for looked over issues such as struts and worn parts Ms [redacted] brought the Vehicle to CarMax for a loud popping noise on July 2, CarMax discovered that her struts needed to be replaced CarMax replaced the struts in July of Ms [redacted] brought the Vehicle back for a squeaking noise while going over bumps on December 18, and February 17, CarMax took the Vehicle for a test drive on February 17, and was not able to duplicate the concerns CarMax offered to reimburse Ms [redacted] for the deductible charge by another repair location should she choose to obtain a second opinion CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

I did show up at carmax the date of my appointment and show and Matt and Darnell was also there when I came in and me Matt and Darnell took a test drive and also heard the noise and show as check it out as well and the money I paid was out of pocket cause Darnell said CNA said I breach my contract so I do want a refund for all the times I came in for my van making noise all the times I came out of pocket for the problem that Carmax kept saying it was fix seems like this is turning into a civil matterLook at my history how many times have I been in for the same problem can you provide Revdex.com with them documentsRevdex.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]

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 have phone records that show how many times I spoke to them as well as documentation that shows the reporting is innacurateWhile it is true I am getting a mortgage that is why I noticed the error on my credit reportCarmax has failed to properly and accurately report to the credit agencies and has not resolved their mistake Regards, [redacted]

February 5, [redacted] Revdex.com Moorefield Park Drive Suite Richmond, VA RE: [redacted] [redacted] VIN [redacted] (“the Vehicle”) Dear Ms Mann, Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle he purchased from CarMax of [redacted] , North Carolina (“CarMax”) on 5/22/Mr [redacted] is asking for an explanation as to why his front and rear bumpers were repainted CarMax appreciates the opportunity to respond Both bumpers were painted during the reconditioning process of the VehicleThe Vehicle History report shows no history of an accident CarMax painted bumpers, as well as other panels on the Vehicle, to correct cosmetic deficienciesCarMax does not disclose every mechanical or cosmetic repair made to vehicles to potential customers; however, if requested, that information is shared [redacted] ***, Service Manager explained this to Mr [redacted] in mid-JanuaryMr [redacted] has reached out to Mr [redacted] to follow up since receiving this complaint, but Mr [redacted] has not returned his callWe encourage Mr [redacted] to call Mr [redacted] at [redacted] *** if he has additional questionsPlease call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

Roman';"> March 18, 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 September 10, [redacted] purchased a [redacted] , VIN [redacted] (the “Vehicle”), from the CarMax of North Attleborough, MA In her complaint, [redacted] is requesting CarMax to repair or replace brake rotors, pads and shock absorbers CarMax of North Attleborough contacted [redacted] on March 6th and set up an appointment on March 13th at 8:45am to address her concerns CarMax of North Attleborough inspected the Vehicle and found uneven wear on the front brake padsCarMax will repair [redacted] brakes and rotors at no charge to her The leaking strut seems to be wear and tear so [redacted] will be repairing them herself [redacted] also had a nail in her tire, which CarMax offered to replace at cost CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

April 6, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: Ms [redacted] Complaint ID [redacted] ***, VIN: [redacted] (the “Vehicle”)Dear Ms***: Thank you for forwarding the complaint dated March 11, regarding the Vehicle purchased from the CarMax store located in Albuquerque, New Mexico (“CarMax”) on or about February 28, Ms [redacted] requested in the desired settlement for CarMax to replace the Vehicle’s rear rotors and brake pads under the terms of CarMax’s 30-Day Limited Warranty Ms [redacted] brought the Vehicle to CarMax on or about March 10, to inquire about multiple concerns including a tire noise A CarMax manager and technician test drove the Vehicle to diagnose the concern However, the noise concern did not present itself at the time of inspection CarMax also completed a rear brake inspection on the Vehicle and found that both the rotors and brake pads were well above discard thickness.CarMax invites Ms [redacted] to contact the Service Department at [redacted] if she would like to schedule a follappointment to re-address any outstanding concerns under the terms of 30-Day Limited Warranty.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely, [redacted] Analyst, Executive Response Team

[redacted] Better Business Bureau Moorefield Park Drive Suite Richmond, Va Re: [redacted] Dear Mrs***, Thank you for forwarding the complaint received in your office from MrLyle [redacted] regarding the [redacted] , VIN [redacted] (the “Vehicle”) that he purchased on or about December 6, from the CarMax store located in [redacted] , California In this complaint Mr [redacted] is requesting new brakes, tires, an alignment, and to have other issues inspected thoroughly Mr [redacted] contacted CarMax in regard to certain concerns that he had about the VehicleAt that time, CarMax invited Mr [redacted] to bring the Vehicle in to be inspectedAfter inspecting the Vehicle, CarMax found that several of Mr [redacted] ’s concerns met CarMax standards As a gesture of goodwill, CarMax replaced the tires, completed an alignment and inspected the brakes at no cost to 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