CarMax

Roman';"> April 2, 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] In his complaint, [redacted] is requesting CarMax transfer a vehicle of his choosing at no cost to him [redacted] reached out CarMax of Norcross, GA on March 11, to have a [redacted] ***, VIN [redacted] (the “Vehicle”) transferred to their store The Vehicle arrived on Friday, March 21, [redacted] was unable to get to CarMax that day Customer stated that when he spoke to CarMax on Monday that the Vehicle was no longer at the CarMax of Norcross [redacted] is currently working with CarMax of Roswell, GA to have another vehicle transferred in at no cost to him [redacted] also requested to speak to management from the CarMax of Norcross [redacted] , Assistant Store Manager at CarMax of Norcross reached out to [redacted] about his experience CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

August 19, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia [redacted] Dear Ms***: Thank you for forwarding the complaint dated July 31, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about June 7, CarMax has been in communication with Mr [redacted] regarding his concern, and has sent him check # [redacted] in the amount of $as agreed to by Mr [redacted] In addition, CarMax also offered to assist Mr [redacted] with locating a similar vehicle with a different option This offer was declined by Mr [redacted] Based on the above options being provided to Mr [redacted] , CarMax is declining to offer Mr [redacted] any additional compensation and encourages him to visit the CarMax nearest him if he would like to pursue the option of selling the Vehicle to CarMax However, CarMax would understand if Mr [redacted] chooses another avenue for the marketing and sale of the Vehicle as he is under no obligation to sell the Vehicle to CarMax CarMax appreciates the opportunity to respond to this complaint and considers this matter closed Please contact me at [redacted] extension [redacted] with any questions that you may have Sincerely, [redacted]

[redacted] ***>Revdex.com Moorefield Park Drive Suite Richmond, VA [redacted] Dear [redacted] ***, Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted] , [redacted] (the “Vehicle”) that she purchased on or about May 27th, from the CarMax store located in [redacted] (“CarMax”) In this complaint, [redacted] is requesting to be reimbursed for rental charges According to our records, [redacted] spoke to associate, [redacted] , in the customer relations department on or about July 28th, CarMax received notice that [redacted] had taken her vehicle to a local [redacted] dealership to be diagnosed [redacted] informed CarMax that the local [redacted] dealership would be giving her a rental vehicle on or about July 29th, CarMax called Quality [redacted] on or about August 8th, The [redacted] dealership informed CarMax that [redacted] brought her vehicle into their service center on or about July 31st, The [redacted] dealership found that the rear shocks were not retracting on impact, thus causing a thumping noise [redacted] installed new shock absorbers under factory warranty [redacted] completed an alignment and tire rotation [redacted] ’ Vehicle was outside of CarMax’s Limited 60-Day Warranty period CarMax is declining the settlement request as set forth in the complaint However, CarMax has contacted Quality [redacted] to authorize the alignment and tire rotation to be completed and billed to CarMax CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension***, if you have any questions 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 I did receive a mail refund for the downpaymentI am still asking to be compensated for my time and a "forced" cab ride back homeI came into the dealership to return their vehicle per their day policy and wanted to purchase a another vehicle from the dealership that better suited my needsAt that time I found out there was a hiccup with my financingI had ZERO knowledge of this prior to coming to the dealership to return CAR A and buy another vehicle I will settle with the reimbursement of my cab ridge since this was an unforeseen expense and a total surprise to mePlease pass this information onThe car was returned at the [redacted] location but purchased at the [redacted] Thank you! Regards, [redacted]

October 27, [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] Dear Mrs***: I am writing you in response to your letter dated October 8, regarding the Vehicle purchased from the CarMax store located in Savannah, Georgia (“CarMax”) on or about April 17, Ms [redacted] mentioned in the complaint that CarMax should have disclosed that the Vehicle had been in an accident prior to it being sold to her After receiving this complaint, CarMax called Ms [redacted] on or about October 21, to invite her to bring the Vehicle in to have it inspected for any prior accident damage Ms [redacted] informed CarMax that a tree had recently fallen on the hood and front bumper of the Vehicle; however, she advised CarMax that she was still interested in having them inspect the Vehicle CarMax completed a visual inspection of the Vehicle on or about October 21, and determined that the Vehicle showed no signs of damage related to impact prior to the date of sale However, CarMax’s records did indicate that touch up paint was applied to the front bumper and passenger quarter panel of the Vehicle prior to it being sold to Ms Winters Ms [redacted] was appreciative of CarMax’s offer to inspect the Vehicle and elected to file a claim through her insurance provider in order to repair the damages caused by the tree fall incident CarMax appreciates the opportunity to respond to this complaint and considers this matter closed Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] Analyst, Customer Relations

August 9th, [redacted] Revdex.comMoorefield Park Drive, Suite 300Richmond, VA 23236RE: [redacted] Dear Mrs***, Thank you for forwarding the complaint received in your office from Ms [redacted] regarding her attempt to sell the Vehicle to CarMax of [redacted] (“CarMax”) on approximately July 13th, In her complaint, Ms [redacted] requested that CarMax honor the original appraisal offer she received during her initial visit to CarMax of [redacted] *** CarMax (of [redacted] , IL) spoke with Ms [redacted] on approximately July 22nd, 2016, explaining that a system error occurred at the time of the second appraisal, which affected their ability to see the initial offer presented to her by CarMax of [redacted] , IA After rectifying this and explaining the system error, CarMax of [redacted] , IL confirmed that they would be happy to offer her the original appraisal value of $ However, Ms [redacted] informed CarMax that she has since sold the Vehicle to another dealership and would not be accepting this offer CarMax appreciates the opportunity to respond to this complaint and encourages Ms [redacted] to contact me at [redacted] , ext [redacted] if she has any additional questionsThank you for providing CarMax the opportunity to respond to this matter.Sincerely,Curt D [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 CarMax was fully aware of issues with my vehicle, I first went to Service department, then to [redacted] then to Management, then to [redacted] page, then to support team, then to CEO email....And all the same responses...Your employees told me it was a fuel filter on two different visits while under warranty, I was led to believe that this was a noise and to relaxThis was an intentional act to not repair an item, It should have been repaired under you point safety check, which wasn't done correctly due to the fact that simple things on the checklist had to be repaired in your shop, ie; spark plugs and wire, windshield wiper blades, broken and missing parts inside vehicle, so before you go lying to the Revdex.com better have your facts in order Regards, [redacted]

April 18, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: Complaint ID [redacted] Dear [redacted] ***: I am writing you in response to your letter dated April 2, 2014, wherein you forwarded a complaint from [redacted] [redacted] requested that CarMax allow her to replace her vehicle [redacted] purchased a [redacted] ***, VIN [redacted] (the “Vehicle”), from the CarMax store located in Virginia Beach, Virginia (“CarMax”) on or about July 16, [redacted] mentioned in the complaint that she took the Vehicle to a *** dealership to inquire on a leaking concern According to [redacted] , *** found an issue with the sunroof drain and provided her an estimate on the cost of repairs [redacted] then reached out to CarMax for assistance on the leaking concern CarMax advised [redacted] the repair would not be covered under her Extended Service Plan and referred [redacted] to [redacted] *** who could assist in repairing the Vehicle CarMax is declining [redacted] request to replace the Vehicle However, CarMax would like to extend [redacted] the offer to have the Vehicle appraised CarMax appreciates the opportunity to respond to this complaint CarMax apologizes for any inconvenience [redacted] may have experienced Please contact me at [redacted] extension *** with any questions you may have Sincerely, [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 I am insulted by this response There is no ownership of the issues the car had or the lack of customer service I received Since they refuse to extend the warranty, I guess there is nothing that I can do I do anticipate that you will see more complaints (if you have not already) regarding CarMax and their garbage business practices Regards, [redacted] [redacted]

December 17, sans-serif;"> 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] [redacted] is disputing the accuracy of the credit information that we furnished to the credit reporting agencies regarding our tradeline Specifically, [redacted] is disputing the accuracy of the information relating to the timing of the following payments: ? May ? December ? January ? March ? April ? May Following the receipt of [redacted] ’s complaint, we reviewed our account records and all relevant information relating to the information disputed It is our opinion that the disputed information is accurate and complete We are required by federal law to furnish tradeline information that is accurate and complete Tradeline information should only be modified if it falls short of this requirement Consequently, we cannot provide [redacted] with the relief that he seeks Our records show that this is the 3rd dispute we have received from [redacted] regarding the same information As a result, our tradeline has already been updated to reflect [redacted] ’s dispute 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***-***-***, extension*** Sincerely, [redacted] Legal Assistant CarMax Auto Finance CC: [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowI have attached my formal response along with estimates and photos Regards, [redacted]

[redacted] Revdex.com Moorefield Park Drive Suite Richmond, Va [redacted] [redacted] Thank you for forwarding the complaint received in your office from Miss Pamela [redacted] regarding an open recall on the [redacted] (the “Vehicle”) that she purchased on or about August 15, from the CarMax store located in Houston, Texas Miss [redacted] originally filed a complaint on or about June 5, 2104, requesting a refund of 3,for cost of repairsCarMax declined the settlement request as set forth in the complaint After receiving CarMax’s response to her original complaint, Miss [redacted] has now sent an addendum to the complaint referencing an open recall on the Vehicle In regard to an open recall, it is incredibly difficult for used car retailers, including CarMax, to know about all recalls due to the fact that there is no centralized recall database Only manufacturer-authorized dealers and registered owners receive recall notifications In addition, manufacturers often announce recalls prior to having VIN-specific information published so we cannot determine if a particular vehicle has an open recall During the time of purchase, Miss [redacted] would have been provided a free Autocheck Vehicle History Report, which includes Open Safety Recalls for certain manufacturersIn addition, CarMax advises customers to register their Vehicles with the manufacturer to determine if they have an open recall and to be notified about future recalls CarMax appreciates the opportunity to address Miss [redacted] concern about the open recall Please call me at [redacted] , extension***, if you have any questions Sincerely, [redacted]

July 21, [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] *** [redacted] Dear Mrs***: I am writing in response to your letter dated July 1, wherein you forwarded a complaint from [redacted] , regarding the Vehicle purchased from the CarMax store located in Ontario, California on or about March 6, Mr [redacted] requests in the desired settlement for CarMax to either repair the Vehicle at no cost or issue him a full refundCarMax’s records indicate that Mr [redacted] brought the Vehicle to the CarMax located in Burbank, CA (“CarMax”) on or about March 21, to inquire about a grinding noise in his brakes CarMax corrected this concern by cleaning and lubricating the front brakes, resurfacing the rear shoes and adjusting the backing plate In addition, CarMax informed Mr [redacted] that a noise concern could represent itself as dust and debris begin to accumulateMr [redacted] brought the Vehicle back to CarMax on or about May 18, to inquire about a noise concern coming from his rear tire CarMax test drove the Vehicle with MrTovmasyan, but was unable to verify any noise concerns at the time of this visit CarMax also performed a physical inspection of the rear brakes and identified that they were both were well above discard thicknessBased on the above, CarMax is declining Mr [redacted] requested settlement but would encourage him to contact the service department at the CarMax nearest him if he would like to have the brakes replaced at CarMax’s standard rateCarMax appreciates the opportunity to respond to this complaintPlease contact me at [redacted] extension [redacted] with any questions you may haveSincerely, Nekia W [redacted] Analyst, Executive Response Team

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 belowReason being is the blatant lying that was done to me that put myself and my family at risk in regards to the car I had purchasedI was told that the noise the car was making was simply a noise American cars make I trusting the seller continued on with the purchase which led to a near accident eventNothing carmax can do and resolve my complaint as I will forever remember the poor service and scam that they ran on me [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

I spent over hours at Car Max in [redacted] and walked in with a pre-approved loan from a company called [redacted] *** I don't have the greatest credit, but after the test drive and all the required paperwork, Car Max "couldn't" or "wouldn't" put me in the car I choose, but instead wanted me to bring back a co-signer (and this was after I came in already with a PRE-APPROVED FINANCED LOAN) so they could "re-run the application" I spoke to [redacted] and they are under the same impression as I am Car Max wanted to get the loan "in-house" so they could get a bigger piece of the pie and bump [redacted] out of the picture They gave me some BS about how the bank makes them look at income in which case is all fabricated crap because with my pre-approval from a verified lender there was no "bank" to engage with A very NEGATIVE issue And I'll never EVER go back

[redacted] Revdex.com Moorefield Park Drive Suite Richmond, Va > [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 May 2, from the CarMax store located in [redacted] In this complaint, Ms [redacted] is requesting a change in the inspection policy As stated in the complaint, Ms [redacted] had concerns about the Vehicle On or about May 26, 2015, Ms [redacted] had an appointment at CarMax to address concerns with a check engine light After diagnosis, it was determined that there were misfires with the number 1, 3, and cylinders due to carbon build upAt that time, CarMax completed a decarbonization of the intake valves and it was determined that this took care of the check engine light concern This repair was completed under the Day Limited Warranty at no cost to Ms [redacted] Carmax was not aware of any other concerns at that time The CarMax service manager reached out to Ms [redacted] to see how the Vehicle was operatingIt was at that time that Ms [redacted] stated that the Vehicle was currently in service having a headgasket replaced under the Maxcare Extended Service PlanMs [redacted] stated that if she had any additional concerns, she would contact the store CarMax appreciates the opportunity to respond to this complaintPlease call me at [redacted] Extension *** Sincerely, [redacted]

Scott's team did a fantastic job on the exterior of my homeHis team was meticulous and maintained a clean job siteThey took pride in their work and I have gotten rave reviews from my friends and neighbors

April 3, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Retail Installment Contract Dated 04/29/(the “Contract”) [redacted] , VIN: [redacted] (the “Vehicle”) Account NoXXX [redacted] Dear Sir/Madam: Thank you for sharing [redacted] ’s complaint with us and providing us the opportunity to respond Mr [redacted] alleges that he was unable to reinstate the Contract and recover the Vehicle because his name was omitted from the certificate of title Following our review of our records, it is our conclusion that Mr [redacted] ’s complaint has no merit The relevant facts are as follows: On April 29, Mr [redacted] and [redacted] executed the Contract to finance the purchase of the Vehicle In addition to executing the Contract, Mr [redacted] also executed a Notice to Cosigner (copy enclosed) agreeing to guarantee payment of the underlying obligationThe certificate of title and the registration documents were provided to the state of California Department of Motor Vehicle (DMV) Due to a processing error by the DMV, Mr [redacted] ’s name was omitted from the certificate of title On November 18, we repossessed the vehicle due to a monetary default of the Contract We mailed to Mr [redacted] a notice of sale, which among other things, informed Mr [redacted] of his right to reinstate the Contract The notice of sale was mailed by certified mail return receipt requested Also enclosed is a copy of the return receipt confirming delivery of the notice of saleOn November 19, Mr [redacted] called us to inquire about reinstating the ContractWe informed Mr [redacted] that he would have to pay $1,to reinstate the Contract Mr [redacted] then informed us that his name was not on the certificate of title We advised Mr [redacted] that we would look into the matter On November 20, we received another telephone call from Mr [redacted] Mr [redacted] appeared to be concerned about Mr Eddleman taking possession of the Vehicle from him after he reinstated the Contract Mr [redacted] inquired if we could remove a device that MrEddleman had installed in the Vehicle to enable him turn off the Vehicle using a mobile phone Mr [redacted] also inquired about changing the ignition of the Vehicle We informed Mr [redacted] that after he reinstated the Contract and recovered the Vehicle, he could have the changes made at his expense We also informed Mr [redacted] that we were working on adding his name to the certificate of titleSubsequent to the November 20th telephone call, we made multiple unsuccessful attempts to contact Mr [redacted] and Mr [redacted] regarding reinstating the ContractThe Vehicle was sold at auction on December 22, Further to the above, it is our position that Mr [redacted] remains obligated on the Contract Accordingly, we are only able to provide Mr [redacted] with this explanation and not the relief he seeks in his complaint Again, thank you for bringing this matter to our attention If you have any further questions or concerns, please feel free to contact me at [redacted] , extension *** Sincerely, [redacted] Paralegal CarMax Auto Finance CC: [redacted] Enclosure(s)

[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 Mr [redacted] regarding the [redacted] , [redacted] (the “Vehicle”) that he purchased on or about September 22, from the CarMax store located in San Diego, CaliforniaIn this complaint Mr [redacted] is requesting that CarMax repair his Vehicle and provide a loaner vehicle while the work is being completed or pay to have the Vehicle repaired elsewhere and provide a rental vehicle As stated in the complaint, Mr [redacted] brought his Vehicle to CarMax to have cosmetic concerns addressed At that time Mr [redacted] was advised that the Vehicle would need to stay overnight so that the work could be done correctlyMr [redacted] needed a ride home and although this is not a practice, CarMax agreed to take Mr [redacted] home and subsequently pick him up once the repair was completedMr [redacted] requested that the Service Manager provide in writing stating that CarMax would provide shuttle service for himThe Service Manager stated that he would not be able to do that and at that time Mr [redacted] became upset and left the store CarMax management team reviewed Mr [redacted] ’s concern and in an effort to take full responsibility for the cosmetic concerns, Carmax would like to extend the gesture of goodwill to provide a loaner to Mr [redacted] when the concerns are addressed CarMax request that Mr [redacted] contact the store and set up an appointment no later than Tuesday March 31, CarMax appreciates the opportunity to respond to this complaintPlease call me at [redacted] , extension ***, if you have any questions [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 didn't address the initial complaint about advertisementThe compensation request was for the plus days of waiting for a new vehicle and the poor Customer Service provided during the waiting processAs for the vehicle Tag issue, I paid for the transfer fees upon the purchase of the vehicleCarMax personnel failed to process the appropriate paperwork on time to prevent expiration of the temporary licenseThe fact that they only address the Tag issue, and neglected to address my other concerns, shows the lack of Integrity and business ethic on their part Regards, [redacted] ***