CarMax

October 20, [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] [redacted] /> Dear [redacted] ***: Thank you for forwarding the complaint dated September 11, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about July 29, [redacted] requested in the desired settlement for CarMax to reimburse her $for the cost of her deductible [redacted] brought the Vehicle to the Service Department on or about August 8, to inquire on multiple concerns to include an air conditioning and windshield concern CarMax diagnosed the Vehicle and made the necessary repairs at no cost to [redacted] under the 30-Day Limited Warranty According to the complaint, [redacted] later called the Service Department regarding a shifting concern and was advised that she would be responsible for paying the cost of her deductible outside of the 30-Day Limited Warranty CarMax’s records also indicate that the Vehicle was not brought in within the first days of ownership for a shifting concern However, CarMax will reimburse [redacted] the cost of her deductible as a gesture of goodwill [redacted] will have days from the receipt of this letter to present a paid invoice to the Service Department in Burbank, California or fax in a copy to [redacted] CarMax appreciates the opportunity to respond to this complaint and at this time considers the gesture of goodwill the resolution to the complaint Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] ***

February 20, [redacted] [redacted] *** [redacted] *** Re: [redacted] *** Dear [redacted] ***: I am writing you in response to your letter dated February 10, 2014, wherein you forwarded a complaint from [redacted] *** [redacted] requested in the desired settlement for CarMax to repair the rocker on his Vehicle at no cost and refund him the remaining amount of his Extended Service Plan [redacted] purchased a [redacted] ***, VIN [redacted] (“the Vehicle”), from the CarMax store located in [redacted] (“CarMax”) on or about January 24, [redacted] brought the Vehicle to the Service Department to inquire on a rocker concern on or about February 10, CarMax inspected the Vehicle and concluded that the damages found were done after the original purchase date Due to the damage being done to the Vehicle after purchase, CarMax is declining [redacted] request to repair the Vehicle However, CarMax will reimburse [redacted] a prorated amount for the remaining cost of his Extended Service Plan [redacted] will need to contact the Business Office at [redacted] extension [redacted] in order to submit this request CarMax appreciates the opportunity to respond to this complaint CarMax apologizes for any inconvenience [redacted] may have experienced Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] ***

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Thanks [redacted] ***, my problem with Carmax is that they priced the truck based on the fact that it had leather seats an since the seats were not leather they should give me what I overpaid based on misrepresenting the advertisement As I stated in our phone conversation, I paid to have them redo the seat but changed my mind because their price was $higher than Leather Medic

May 19, [redacted] 0.0001pt;">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 November 5, from the CarMax store located in Nashville, Tennessee (“CarMax”) In this complaint, Mrs [redacted] is requesting reimbursement for two payments toward the Vehicle loan CarMax recognizes and apologizes for the frustration and inconvenience Mrs [redacted] has experienced with the Vehicle since purchase CarMax and [redacted] have worked diligently to address the outstanding mechanical concerns with the Vehicle On or about May 8, 2015, CarMax offered Mrs [redacted] the option of a full return on the Vehicle, or to continue the repairs as well as a reimbursement for two Vehicle loan payments Mrs [redacted] advised CarMax she wanted to maintain ownership of the Vehicle and continue with the repairs Location General Manager, [redacted] is working with Mrs [redacted] to process a reimbursement for the loan payments in the form of a check in the mail [redacted] can be reached at [redacted] *** CarMax considers this matter resolved CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] ***, if you have any questions Sincerely, [redacted] Analyst, Customer Relations

January 16, 2015> *** [redacted] 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 she purchased on or about August 21, from the CarMax store located in Kearny Mesa, California (“CarMax”) In this complaint, Ms [redacted] is requesting immediate change of the registration, written notice from CarMax, and compensation for time and stress in response to the registration violations According to our records, Ms [redacted] returned the Vehicle on or about October 25, The Vehicle was registered in Ms***’ name, as she was the owner of the Vehicle for over days CarMax was unaware that Ms [redacted] has received a parking violation, toll violation, and Notice of Intent to Suspend CarMax is offering to communicate with Ms [redacted] to address and resolve these concerns CarMax requests that Ms [redacted] contact the Business Office Manager, [redacted] ***, directly at [redacted] extension *** as soon as possible CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] , Customer Relations

December 12, [redacted] ***, Operations Supervisor [redacted] ***Re: [redacted] ***Complaint ID [redacted] VIN: [redacted] (the “Vehicle”)Dear [redacted] ***:Thank you for forwarding the complaint dated November 3, regarding the Vehicle purchased from the CarMax store located in [redacted] , [redacted] on or about October 25, [redacted] requested in the desired settlement for CarMax to offer her an apology, provide her complimentary services and reorder and replace her tires at no cost Additionally, [redacted] requested that CarMax extend the 5-day money back guarantee from the date the Vehicle passes inspection and offer her an additional warranty.At the time of sale, CarMax advised [redacted] that the Vehicle previously underwent and passed a [redacted] Safety Inspection However, due to [redacted] being a resident of [redacted] (outside of the state of [redacted] ), she would need to have the Vehicle re-inspected in [redacted] within days of purchase in order to register it with the [redacted] [redacted] brought the Vehicle to the CarMax located in [redacted] , [redacted] on or about October 27, to set up an appointment to have it re-inspected According to the complaint, [redacted] was advised that the earliest available appointment would be October 31, [redacted] declined the appointment with the CarMax in [redacted] , **.Shortly thereafter, [redacted] took the Vehicle to a [redacted] Dealership to have it re-inspected [redacted] ***’s Vehicle failed the [redacted] in [redacted] due to the tire tread cupping and a noise concern coming from the tires [redacted] then contacted CarMax located in [redacted] , [redacted] to advise them that the Vehicle failed the [redacted] Safety Inspection CarMax in [redacted] , [redacted] suggested that [redacted] take the Vehicle to the CarMax located in [redacted] , [redacted] to have the tires replaced due to it being in closer proximity to her home[redacted] brought the Vehicle to the CarMax Service Department in [redacted] , [redacted] on or about October 28, to have the tires re-inspected CarMax in [redacted] also concluded that the tires needed to be replaced and ordered four new [redacted] *** tires to be installed at a later date The tires arrived at CarMax in [redacted] on or about October 30, and were installed on the Vehicle on or about November 3, On the evening of November 3, 2014, [redacted] called the Service Department to inquire on why [redacted] Tires hadn’t been installed on the Vehicle as a replacement to her previous [redacted] Tires CarMax explained that the [redacted] tires were comparable to the previous [redacted] Tires on the Vehicle.As a gesture of customer service, CarMax re-ordered four new [redacted] Tires and installed them on the Vehicle on or about November 20, at no cost to [redacted] *** Additionally, CarMax would like to offer [redacted] two complimentary oil changes at her convenience as a gesture of goodwill.CarMax offered [redacted] the ability to purchase the Extended Service Plan (“MaxCare”) at the time of sale However, [redacted] elected not to purchase the multiple package options offered CarMax is unable to offer any additional warranties after the date of sale Therefore, CarMax is declining [redacted] ***’ request to extend the 30-day limited warrantyCarMax is also declining [redacted] ***’ request to extend the 5-day money back guaranteeCarMax appreciates the opportunity to respond to this complaint and apologizes for any inconvenience [redacted] may have experienced Please contact me at (***)***- [redacted] extension [redacted] with any questions you may have.Sincerely, [redacted] Analyst, Executive Response Team

October 25th, [redacted] ***, Operations [redacted] Better Business Bureau Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] , [redacted] the “Vehicle”) Dear Mrs ***, Thank you for forwarding the complaint received in your office from Ms [redacted] as it pertains to her purchase of the Vehicle from CarMax of Jackson, MS (“CarMax”) on September 23rd, In her complaint, Ms [redacted] requested that CarMax replace the remaining three tires on the Vehicle At the time of sale, CarMax agreed to replace the left front tire after learning of Ms [redacted] concerns about the condition of that tireAfter this was completed, Ms [redacted] returned the following day stating that CarMax agreed to replace all four tires on the VehicleCarMax has no record of mentioning that all four tires would be replacedHowever, CarMax did inspect the tires with Ms [redacted] husband on or about October 12th, 2016, per their requestDuring that inspection, CarMax and Mr [redacted] agreed that the rear tires were in satisfactory condition and did not need replacement CarMax did replace the right front tire per Mrand Mrs [redacted] request CarMax has received no further communication from Mror Mrs [redacted] since this visitCarMax will not be participating in any additional settlement requested by Mror Mrs [redacted] regarding the tires of the Vehicle In the event that Ms [redacted] has any further questions, she is welcomed to contact me at 855-562-4935, ext*** Sincerely, Curt D [redacted] Analyst, Customer Relations

[redacted] Calibri;">Revdex.com 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] ***, VIN [redacted] (the “Vehicle”) that she purchased on or about Mach 13, from the CarMax store located in San Diego, California In this complaint [redacted] is requesting a complete refund of monies spent on the purchase of the Vehicle As stated in her letter, [redacted] had a concern regarding the odometer reading on the Vehicle based on information stated on a vehicle history report As part of research that was done, the Purchasing Manager at the CarMax located in San Diego, California reached out to a local [redacted] dealership He was told by an associate at the dealership that the mileage could be verified by reading the Vehicle’s CPU and in regard to this particular Vehicle, it is impossible to roll back the odometer because it is stored on the CPU It was also discovered that there is a high possibility that the mileage readings in question on the vehicle history report may have been in kilometers instead of miles, which would explain the appearance of higher mileageTo test that theory, the Purchasing Manager converted all recorded odometer readings to miles and it reflected a steady progress all the way through the time that the Vehicle was purchased by CarMax The Purchasing Manager explained this to [redacted] and she was satisfied with the explanation CarMax appreciates the opportunity to respond to this complaintPlease call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] Analyst, Executive Response Team

Please see below email and attached [redacted] report From: M [redacted] >; To: < [redacted] ; Cc: < [redacted] >; Subject: Your Vehicle is ready for Pickup Sent: Thu, Oct 9, 9:14:PM [redacted] The work on your vehicle has been completedTo review the final vehicle report, please review the attached report If you have any questions, please feel free to email me, [redacted] or call at (***)***-*** Thank you for allowing me to continue earning your business Sincerely, [redacted] ***

Thank you for a response, although I'm not sure that it was anything but a confirmation of what I had already said I had a long conversation with the dealership that diagnosed the original issue, which was carbon buildup that required walnut shell blasting, and had twice seen the car since I brought it back to Carmax because the engine had been damaged The dealership thoroughly explained the many issues with the engine and why they had recommended replacing the engine The service manager that I spoke with explained that there was a misfire code on cylinders and 4, that cylinder had a dead misfire, that the lifter in cylinder was jammed, and that there was significant amount of damage She said that they recommend putting in a new engine in these cases because often if you try to fix the engine it is usually not successful, and if it is initially successful there are usually underlying issues that only come to light after the customer gets on the roadShe said that in the interest of time, cost and safety the replace the engine entirely She confirmed that all of this was communicated to Carmax's service department explicitlyShe also said that they attempted to repair the engine and was unsuccessful, and that Carmax subsequently came and towed it off the lot Apparently they thought their service shop could do better than the Mini dealership in repairing a Mini engine Not surprisingly, the repair didn't work, and Carmax subsequently returned the car to the dealership I should mention that the dealership confirmed that this could be the result of not performing the walnut shell blasting as originally recommended The Carmax service department balked at the $cost, claiming that it was just a ployThe dealership said that "you have to take carbon buildup seriously" and that they have seen engine damage due to failure to properly address it before Subsequent research has confirmed that it is general knowledge that walnut shell blasting is the only real solution because of the way Mini cars are built Carmax failed to do this, opting for a cheaper remedy that temporarily allowed me to drive the car, only to repeatedly return because the check engine light had reappeared, and misfire codes continuedI hesitated to respond to Carmax's answer to my complaint because the response had said it would be a week before a repair, and based on my conversation with the dealership it was likely that the repair would not work Another cheaper remedy that would temporarily allow me to drive the car but ultimately fail and may not be safe for the road Miraculously I received a call from Carmax today saying that they were now indeed replacing the engine, but with a used one with 75k miles on it Who knows where that engine came from and what issues it has with it It's been three months now that I have been driving loaners and waiting for a resolution, and a year and a half since the first original check engine light Carmax is only willing to offer me half what I paid for the car, even though it is their own failure to follow the instruction of the experts that led to the damageA used engine with high mileage and an offer for half what I paid for the car is not a resolution, and the suggestion of prorated gap insurance and service warrantee does not pay off the loan It is Carmax's faulty service that created this situation, from not cleaning the buildup before the car was sold, and then not appropriately cleaning it when it was subsequently discovered and repeated service visits thereafter I would also like to mention that the same make and model of car with the same mileage is being sold by Carmax for 12k at another location It appears that short term profit is the only concern, even if their attempts to save money ultimately cost them, and/or their customers, moreAn easy $walnut shell blasting has now turned in to months of attempted repair and finally replacement of the engine What I am looking for is a refund based on the appraisal of the initiation of the issue, months after I bought the car

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not feel this is the appropriate ***er to resolve the issue as I would still be spending $$ to correct an issue that stemmed from their negligenceIn my original complaint, I advised that they were willing to perform the alignment in an effort to prevent any additional damage to the tires, however, extending an offer to me to purchase tires at cost does not represebt them taking full responsibility for the damage that occurred prior to the alignmentThey've acknowledged on more than one occasion that the alignment caused the damage, minimal or otherwiseThe challenge seems to be that because the tire treads pass state safety standards and CarMax safety standards, CarMax does not feel the need to assume responsibilityI don't see how the customer is being treated fairly by paying $$ to replace tires that were damaged as a result of REQUIRED maintenance not performed prior to saleWhy should the customer be penalized for their mistake? Regards, [redacted]

April 29, [redacted] 0.0001pt;">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 a vehicle that was placed on hold for her on or about April 16, at the CarMax store located in Federal Heights, Colorado (“CarMax”) In this complaint, Mrs [redacted] is requesting an apology for her experience and an explanation as to why the hold on the vehicle was cancelled, resulting in it being sold to another customer In addition, Mrs [redacted] is requesting to purchase a like vehicle for the same price of $29, CarMax has been unable to determine why the vehicle hold was cancelled CarMax does wish to apologize for the frustration and inconvenience this has caused At Mrs***’s request, CarMax initiated the transfer of another vehicle also priced at $29,998, on or about April 25, It should arrive on or about May 4, CarMax considers the matter resolved at this time 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

August 11, VIA ELECTRONIC MAIL [redacted] ***, Operations Supervisor Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA Re: Complaint ID [redacted] Dear [redacted] ***: Thank you for forwarding the additional correspondence received from [redacted] in which he states that the proposed resolution will not resolve his concerns [redacted] mentioned that he has written proof supporting a claim received from *** stating that the work CarMax charged for was never completed In previous complaint [redacted] was requesting CarMax take some responsibility and assist with some of the repair expenses that he had paid out of pocket As mentioned in previous response, CarMax did cover the cost to send a tow truck to change [redacted] tire In addition, CarMax offered to have [redacted] drive to the CarMax location to have his tire repaired at no cost, he declined CarMax’s decision has not changed and CarMax is declining [redacted] request for reimbursement CarMax has reviewed the documents that [redacted] attached with his complaint CarMax would like to invite [redacted] to contact the Service department at [redacted] to address any concerns he may have regarding the documents Thank you for providing CarMax an opportunity to respond Please give me a call at [redacted] ext*** if any further assistance is needed Sincerely, [redacted] Analyst, Customer Relations

May 5th, name="OLE_LINK4"> [redacted] ***, Operations Supervisor Revdex.com East Franklin Street Richmond, Virginia RE: [redacted] VIN: [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of Henderson, Nevada (“CarMax”) on December 27th, In his complaint, [redacted] shares his frustrations with the cost and amount of needed repairs to the Vehicle within the timeframe he has owned it Due to his frustrations, [redacted] is requesting that CarMax reimburse him and his wife all expenses they have paid associated with the repairs to the Vehicle CarMax’s repair history indicates the following: On or about January 15th, 2013, CarMax repaired a brake concern, a radio and cd player concern, and an issue with pumping fuel into the Vehicle under CarMax’s Limited 30-Day Warranty On or about April 3rd, 2013, CarMax diagnosed a check engine light concern and a drivability concern associated with the check engine light concern CarMax did not complete the recommended repairs at this time However, CarMax did complete a recommended maintenance service during this repair visitOn or about April 25th, 2013, CarMax did repair a motor mount concern and replaced the valve covers on the Vehicle under the [redacted] *** guidelines CarMax Management was unaware of any additional concerns prior to receipt of this complaint [redacted] is invited to contact the Service Manager of CarMax ( [redacted] x***) to discuss the additional concerns listed in his complaint and determine if any options are available to assistThank you for providing CarMax an opportunity to respond Sincerely, [redacted] Analyst, CarMax

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.TO DATE 4/6/I HAVE NOT RECEIVED ANY SORT OF CHECK FROM CAR MAX AND IT HAS BEEN OVER A MONTH AND MULTIPLE CALLS HAVE BEEN MADE TO THEM REGARDING PAYMENT.I ALSO FIND IT INTERESTING THAT CAR MAX REPORTS ONLY LUGS NUTS MISSING ON MY TIRE WHEN THERE WHERE ACTUALLY OF THE LUG NUTS MISSING ON MY TIRE WHEN I PULLED IN TO THE DEALERSHIP THE TIRE WAS WOBBLING AS I PULLED UP TO THE MEN WHO IMMEDIATELY SAID YOU ARE MISSING LUGS NUTS THE TIRE IS ABOUT TO FALL OFF THE OWNER ASKED ME WHO DID THE WORK AND I SAID CAR MAX HE TOLD ME TO TAKE A PICTURE FOR PROOF AND I DIDTHEN IMMEDIATELY UPON LEAVING THE DEALERSHIP MY PASSENGER DOOR WINDOW AND LOCK WOULDN'T WORK I TOLD THE MAN AT CAR MAX ON THE PHONE THAT I ASSUMED THE MECHANIC HAD CROSSED A WIRE WHILE TURNING OFF THE ENGINE LIGHT SO THAT TOO WAS CAR MAX RESPONSIBILITY SINCE I WOULD NOT HAVE BEEN AT THE BUSINESS HAD MY TIRE NOT NEARLY FALLEN OFF.CAR MAX CALLED AND TOLD ME I NEED TO REPLACE TO COMPUTER MODULE IN THE DOOR AND THAT IS WAS JUST A COINCIDENCE, AT A QUOTE COST OF $1, I WAS LIVID I TOLD THE GIRL AT CAR MAX TO HAVE MY CAR READY, I WOULD PICK IT UP THE NEXT MORNING AND MUCH TO MY DELIGHT THE CAR WINDOW AND LOCK ON MY PASSENGER DOOR WAS WORKING BEAUTIFULLY AGAIN....CAR MAX WAS NEGLIGENT IN THE DIAGNOSTICS I HAVE HAD MANY PROBLEMS WITH CAR MAX, BUT WON'T GO IN TO THE DETAILS I WILL JUST SAY THEY POKED A HOLE IN MY CARPET AND REPLACED THE CARPET WITH ONE THAT LOOKED NOTHING LIKE MY CARPET....AND I FOUGHT TO HAVE THAT REPLACED.............ANOTHER TIME, THE TECHNICIAN JAMMED MY SKY WINDOW IN THE GROOVE AND I HAD TO TAKE IT TO CAR MAX FOR THEM TO REPAIR THAT THEY OBVIOUSLY HAS SOME SERIOUSLY INEPT MECHANICS WORKING FOR THEM.I AM NOT HAPPY AND HAVE RECEIVED NOTHING FROM CAR MAX WE COULD HAVE BEEN KILLED GOING TOP SPEEDS ON A HOURS TRIP TO HHI IF WE HAD BEEN KILLED THIS WOULD HAVE BEEN SO HUGE IT WOULD HAVE CLOSED CAR MAX DOWN....................BUT ..................WE DIDN'T DIE............SO THEY SAY THEY ARE GIVING ME BACK MY $AS A COURTESY BALONEY!!!!!!!!!! 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 Too start, Carmax is not wanting to resolve the issue with reimbursing for their fault of the damagesSecondly, when I spoke to Carmax recently, what they told me then is not matching what they told you through their responseWhen I brought up the topic again about by down payment just recently they told me that the company I pay monthly car payments to is at faultThat does not make sense considering I paid my down payment at Carmax's Henderson locationIn addition, they are not stating the entire story of what they have doneThey completely ignored the fact in my complaint about how they told me my warranty is up, when it isn't until my car reaches 125,milesMy car is at a little over 104,milesMoreover, there are more issues that Carmax is not taking responsibility for when they are completely at fault Regards, [redacted]

Roman';"> February 19, 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 November 14, [redacted] purchased a [redacted] ***, VIN [redacted] (the “Vehicle”), from the CarMax of Buena Park, California In his complaint, [redacted] is requesting that she be able to return the Vehicle for a full refund due to mechanical issues CarMax of Buena Park reviewed [redacted] mechanical issues and offered to take return of the Vehicle [redacted] return was finalized on 2/6/ 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 1, [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 her purchase of the Vehicle from CarMax of Greensboro, NC (“CarMax”) on July 12th, In her complaint, Ms [redacted] voiced repair concerns on the Vehicle related to the brake system and rotorsA review of CarMax’s service records indicates brake work completed on March 11th, for new brake pads and adjusting the rear rotorsCarMax completed this brake repair to address Ms***’s concern of a grinding sound and long stopping time while brakingDuring these repairs, CarMax also suggested a repair for the struts and oil pan gasket of the VehicleThis repair is covered under Ms***’s manufacturer warranty through [redacted] until 60,milesMs [redacted] added that the lug nuts on the Vehicle were “barely locked” after CarMax completed these repairsCarMax does ensure that all lug nuts are properly tightened at the conclusion of any repair In the event she would like CarMax to inspect the lug nuts, the service department can assist at any time convenient to Ms***CarMax will also diagnose any further concerns Ms [redacted] may have on the Vehicle Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted] Analyst, CarMax Customer Relations

I decided to purchase a car from Carmax after getting approved through [redacted] , They recommended Carmax to me and after doing some research I found a car I liked and began the process to purchase the car from CarmaxThe car was a [redacted] abarth with under 17k miles on it, after purchasing the car and owning it for just under months many issues started to arise with the vehicle the [redacted] spent a total of months in my local swfl [redacted] dealer with a head [redacted] tech explaining the car was unfixable with an internal electrical issue, after contacting Carmax and explaining my frustration I was told I could trade the car in due to it being past the day money back guarantee, I was not pleased with this answer so I contacted the corporate office and explained the situation resulting in me meeting the gm of the local Carmax dealer and he was able to buy the car back minus the negative owed for tax tag and title, so reluctant from past experience I accepted and proceeded to give Carmax another chance, I ended up finding a car which I always dreamed of owning a mustang manual, and proceeded to purchase this vehicle for my replacementAfter the deal was over I took the car on a small road trip about miles round trip and noticed the car had some serious shifting issues and would not go into gear with ease, after contacting the gm and local store explaining the problem they advised to bring the car back asapAfter making it back home the mustang was towed back to Carmax due to the clutch/transmission failure, at this point I am very unhappy that my 2nd car was a bust and I am in need of reliable transportationso I decided to take a different approach and go with a everyday driver not a sports car from Carmax, so my adviser showed me a ford focus se automatic, with 40k milesnow at first I was very scared of owing this car due to it being used as a rental car its whole life but my sales rep explained the point inspection and the car was certified to be in perfect working order, that turned out to be falseafter owning the car months the clutch in the transmission completely gave out and the car was in some serious need of repairsthis is my 3rd car I purchased from Carmax all resulting in problems, I brought the focus back to Carmax and explained my issues and I just wanted to trade it in without me causing anymore headaches for the gmsadly they could not get me approved for financing due to them appraising the car for less then what I purchased it for months earlieri was forced to borrow money from my girlfriends dad and I ended up selling the car back to Carmax and paying off the different with a credit car to remove myself from the poisonous Carmax all togetheri do not recommend my worst enemy to buy a car or any vehicle for that matter from Carmax ever, was the worst car buying experience I have ever dealt with

January 23, [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] ***, Maryland (“CarMax”) on 2/14/ Ms [redacted] is requesting that CarMax replace her vehicle CarMax appreciates the opportunity to respond to this complaint On or about 1/16/2015, Ms [redacted] spoke with [redacted] ***, [redacted] Service ManagerMs [redacted] stated she will bring her vehicle for appraisal and possible trade on another vehicle sometime in the next couple of weeksCarMax is looking forward to assisting Ms [redacted] when she returnsPlease call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] CarMax Customer Relations