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 belowOn September 17, 2016, Carmax Sales Consultant Daniel F [redacted] ran my credit applicationDaniel told me the best finance offer was [redacted] which was a month term at 17.09%I accepted and asked Daniel to send financing offer in writing and he didOnce it was received I then paid [redacted] to transfer vehicleEstimate travel time daysI have attached the offer in writing Please see attachment The vehicle arrived at Carmax [redacted] location and I met with Andrea L [redacted] Carmax Sales ConsultantThe first red flag was the finance offer from [redacted] was not found in their systemI asked for Daniel F [redacted] but he was NO LONGER WITH COMPANYAndrea re started financing that resulted in higher APR along with more money down or I was not approve I paid the transfer fee because Daniel gave me in writing [redacted] finance offer Why would I transfer a car without financing? Daniel gave me information and I want a refundI have enclosed a copy of the invoicePlease refund [redacted] by mailing check to my residence 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I had to accept the offer because carmax had informed me that the technician at [redacted] said that the clutch parts where to damage to be put back togetherI asked carmax could [redacted] just put the transmission and the clutch components in the car and I'll just have my mechanic to fix it, and carmax said that no mechanic is going to work on a car where some other mechanic has took it apart because no other mechanic would know what they where doing because only the technician at [redacted] knows where each bolt and screw goesI've told [redacted] who works at carmax customers relation department at number [redacted] ext [redacted] that I shouldn't have to come out of pocket for repairs on a vehicle that started having problems two months of me owning itWhen I brought my vehicle to carmax about my clutch problem a woman named [redacted] said let them look at it and it might be covered under warrantyI asked if it is the clutch is carmax going to pay for it and [redacted] said no they will not have the clutch fix and the clutch is a wear and tear item and is not covered under warrantyI took my vehicle to carmax on October 13, and it is November 06, and I still have no vehicle to drive me back and forth to work and to any other placesI still feel like carmax should pay one hundred percent of my repairs because if carmax didn't feel they where not responsible for any damages to the vehicle then they would have never offered to pay anything towards my vehicleThe only reason why carmax contacted me because they didn't want me to go to the media about my problems with the vehicle I was having with carmaxCarmax never informed me that I would have to pay half for the repairs before I drop the car off to carmax cause if I have known that I would have to come out of pocket for any repairs then I would have went to my own mechanic which [redacted] is Charging dollars but [redacted] from carmax told me that they get a discount for parts and repairs from ***I could have went to my own mechanic and pay dollars less than what [redacted] is charging carmax and I don't have dollars to give carmax at the moment and carmax said they will not release my vehicle to me until I pay them for the repairsCarmax never told me about this until [redacted] took the transmission apartI would have never agreed with carmax if they would of told me this before I had given carmax my carCause I'm paying over dollars a month on car note and insurance and don't have dollars to give carmax and if I would of went to my mechanic he would allowed me to make payments until the was paid off

Roman';"> June 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 February 21, [redacted] purchased a [redacted] , VIN [redacted] (the “Vehicle”), from the CarMax of Roswell, GA In his complaint, [redacted] is requesting that CarMax take return of the Vehicle due to the leather seat not being installed and not receiving the refund for their hotel receipt CarMax has issued a refund to [redacted] on 4/22/for $1,for the purchase of the leather that wasn’t installed due to a color issue [redacted] refund of $for the hotel stay was sent to him on 6/16/via *** CarMax is more than happy to appraise the Vehicle if [redacted] no longer wishes to keep the Vehicle CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

Revdex.com:Thank you for responding to my complaintI have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and would like to provide the following update: This morning marks days of ownership, and days in the shopAt this point, I have been in constant daily communications with both CarMax Corporate and their Laurel MD locationAt this point, we've pretty much decided that the car is unrepairable and are giving up on itCarMax is in the process of locating another car from their inventory as a replacement, and are processing a full return of the one listed in this complaintWith any luck, we'll be able to solve the situation, as we can't seem to fix the car I would like to leave this case open until that final resolution has been reached, however Regards, [redacted] ***

September 8th, [redacted] Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted] Complaint ID: [redacted] [redacted] Dear Ms***: Thank you for forwarding the complaint dated August 26, regarding the Vehicle purchased from the CarMax store located in Midlothian, VA (“CarMax”) on or about June 11, 2013.In the complaint, Mr [redacted] refers to mechanical concerns that he’s experienced with the Vehicle within his time of ownershipHe shared that there have been repeat issues with both the transmission and check engine light, and is now requesting for CarMax to purchase his Vehicle at [redacted] ‘Fair Market Value’ of $7,500.CarMax service records indicate that the Vehicle was brought in for an ignition coil and spark plug concern on or about November 17, and on or about January 20, On both occasions, CarMax diagnosed the Vehicle and made the necessary repairsThe ignition coil was covered under the terms of Mr [redacted] MaxCare Extended Service Plan and CarMax’s 6-month/ 6,mile warranty Spark plugs are a ware and tear item, but CarMax replaced them at no cost to Mr [redacted] as a gesture of customer serviceOn or about December 1, the Vehicle was brought in for a check engine light concern which was an indicator that the valve assembly needed to be replacedThis repair was covered under the terms of Mr [redacted] MaxCare Extended Service Plan.On or about January 8, 2015, the Vehicle was in for service due to another check engine light concernUpon inspection, it was determined that the intake manifold needed to be cleaned – due to the intake runner stickingThe Vehicle was later brought in for a transmission light concern on or around June 3, However, this concern did not present itself to CarMax or the Volkswagen dealership that the Vehicle was sublet toTherefore, no repairs were completed during this visit.Most recently, on or about August 12, 2016, the Vehicle was brought in for service due to a check engine light concernCarMax diagnosed the Vehicle and determined that the source of the concern was unrelated to any previous repairs, and would therefore be charged at CarMax’s standard rate – due to the recent expiration of his MaxCare Extended Service PlanAs a gesture of customer service, however, CarMax offered to cover the cost associated with this repair.In regards to our initial appraisal offer, we do not use [redacted] when determining the value of a vehicleHowever, after further research, CarMax learned that the amount that Mr [redacted] is referring to ($7,500) is the ‘Private Sale Value’ for [redacted] ***, which is an estimate for if he had sold the Vehicle himselfOur appraisal offer of $4,for the Vehicle (on or about June 7, 2016) was $more than Kelly Blue Book’s ‘TraValue,’ which would pertain to selling the Vehicle to a dealerThis offer was extended to Mr [redacted] until August 31, 2016, which has now expired.Based on the above, CarMax is unwilling to provide Mr [redacted] with the resolution that he seeksHowever, if Mr [redacted] is still interested in selling the Vehicle to CarMax, he is welcome to bring it by the CarMax nearest him to have it reappraised at its current market value CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] , extension ***, with any questions you may have.Sincerely,Gabrielle P [redacted] Analyst, Executive Response Team

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID 10347270, and have determined that this proposed action would not resolve my complaint Carmax finally agreed to cover the $fee after claiming they would NOT on several different occasionsThe vehicle was sent to a [redacted] dealerI received the vehicle back two days later and was told the problem was taken care ofI was flat out lied toUpon driving the vehicle home, I immediately noticed the same vibration and also and alignment issueCarmax and [redacted] *** both have seen the vehicle and have not taken care of the problemThe next morning I took the vehicle to a local tire shop to have them try and diagnose the problemAfter about minutes of arriving the tire shop was able to diagnose the issue without much effortThe balancing done previously was not done correctly, alignment was not done correctly, and there is a BEND in one of the wheelsI myself, who is no mechanic, was able to see clearly that there was a bend in the wheelI can't believe that Carmax and [redacted] *** not only didn't know h0ow to correctly balance and align the car but also didn't notice a bend in the wheel [redacted] did make sure to add unnessessary weights to the tire to try and counter act the wheel issue, as though trying to hide the real issue and do a "quick fix"I have now been without the vehicle for days and am currently waiting on a new wheel to arrive and be paintedThen will have to have it installed, rebalanced and realigned by someone who knows what they are doing therefore being without the vehicle even longerOnce again, this vehicle should have never been on the lot ready for saleThese issues should of been taken care of during the so called inspection the vehicle supposedly went through, before being offered for sale and ready to drive off the lotBottom line, Carmax received $for this vehicle which was purchased on November 7thSince that date to the present date, Carmax or their chosen dealer, has had the vehicle days and all repairs have still not been completedCarmax should have the decency to reimburse me the days of a day $car paymentInstead I have been given a $tank of gas, which basically covers the ridiculous amount of trips I've had to make to and from Carmax for these repairs Regards, [redacted]

July 15, 2014> VIA ELECTRONIC MAIL [redacted] ***, Operations Supervisor Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA Re: Complaint ID [redacted] *** Dear [redacted] ***: I am in receipt of the complaint filed by [redacted] *** on June 21, regarding a [redacted] (the “Vehicle”), VIN [redacted] , that was purchased at the CarMax store located in Las Vegas, Nevada (“CarMax”), on or about December 18, [redacted] *** requested in his desired settlement that CarMax repair the Vehicle, exchange for a replicable vehicle, or allow him to do a full return [redacted] *** shared in the complaint that during his test drive he noticed the Vehicle was slow to take off and was making a slight noise He mentioned it to the Sales Consultant and was advised that service will look over the Vehicle and make any needed repairs [redacted] *** agreed and followed thru with purchase After checking the Vehicle CarMax found that the Vehicle was operating as designed CarMax was later contacted by [redacted] *** to again address concerns the Vehicle was having not allowing it to operate properly After speaking to CarMax [redacted] took the Vehicle to a third party repair facility to have a diagnostic completed He was advised he needed transmission repairs CarMax mentioned to [redacted] *** that at time of purchase he was given the option to purchase an extended service plan (“ [redacted] ”), and declined Therefore, repairs would be his responsibility CarMax as a gesture of goodwill offered to reimburse $of the needed repairs, he declined and insisted CarMax provide more financial assistance CarMax apologizes for any inconvenience [redacted] *** may have experienced and is declining his request CarMax as a gesture of goodwill would like to extend the previous offer to reimburse $of the needed transmission repair cost [redacted] *** will have days from the date of this letter to accept the offer If [redacted] *** accepts he will need to provide a copy of the paid invoice to the service department along with providing the correct address for the reimbursement to be mailed to [redacted] *** would receive the reimbursement in the form of a check from the Corporate Office in Richmond, Virginia Furthermore, if [redacted] *** would like to get out of the Vehicle CarMax recommends that he come in for an appraisal at his local CarMax Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] Analyst, Customer Relations

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] While I do not feel this adequately addresses our complaint, I do not expect any further action or reply from CarMaxWe are now into October and they still have the carYes, they provided a loaner van (which I'm sure has a lower MPG than the car) but it is not the vehicle she bought nor is it the one she wants to driveWe believe the service techs at CarMax were unable to duplicate the experience because they just drove the car around (while running up her mileage I might add) and after nothing happened, concluded that they couldn't find anything wrongAfter several weeks, she was finally able to speak to the general manager (after numerous attempts to be connected with him - the sales manager and service manager apparently did not want to get him involved)He was able to duplicate the experience because he at least realized that the issues she was having occurred after driving the car, shutting the engine off, and then trying to start the car again while the engine was hotThey replaced the battery and cables, replaced the mass sensor twice, and now are replacing the fuel pump - with no guaranteed successWe do appreciate the fact that the GM (Eric) is actually listening to her and corroborating her account of the problems, and is making an effort to fix the issuesWe feel at the very least, she should be reimbursed for her September car payment as CarMax had the car more than she didWhile I appreciate the fact that they repaired the damage to the door, please do not make the statement that this was done "at no charge" as if you did her a favor...the damage happened while the car was in your possession and was certainly not her fault to begin withI also appreciate the fact that Eric is at least working with her to find a solution but I no longer have any faith in CarMax's ability to find and fix the problemI purchased a car from CarMax in the past and had a positive experience; however, I feel your customer service and automotive service skills have deterioratedThis has been an incredibly frustrating experience for both of us - and will not be doing business with CarMax in the future nor will I recommend CarMax to anyone I know

9"> January 23, Via Electronic Mail [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 February 22, 2012, Ms [redacted] purchased a [redacted] , VIN [redacted] (the “Vehicle”), at the CarMax of [redacted] , NC In her complaint, Ms [redacted] is requesting to be compensated for loss of value, or an apology and policy change On January 1, 2015, Ms [redacted] did reach out to a Sales manager at our [redacted] CarMax and he confirmed that the [redacted] report did not show any accidents to the Vehicle Ms [redacted] did have a [redacted] report that the Vehicle did have an accident prior to her purchase The Vehicle was fully reconditioned at the time of sale and there were no conditions present that impacted our decision to recondition and retail the Vehicle [redacted] , [redacted] for the [redacted] , NC CarMax, spoke to Ms [redacted] on Wednesday, January 21st about her complaint *** empathized with Ms [redacted] ’ situation and let her know that CarMax would not be compensating her CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted]

August 23, [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] Dear Mrs***: I am writing in response to your letter dated August 7, 2016, regarding the Vehicle purchased from the CarMax store located in Henderson, Nevada (“CarMax”) on or about May 21, Ms [redacted] states that there were several concerns with her Vehicle during the 30-Day Limited Warranty (in which CarMax repaired), and is now requesting that CarMax repair any new concerns with the Vehicle at no cost to herCarMax’s records indicate that the Vehicle was brought in for service on or about May 27, 2016, June 6, and June 20, 2016, for several concerns (not to include a check engine light concern) On each occasion, CarMax diagnosed the Vehicle and made the necessary repairs – all under the terms of their 30-Day Limited WarrantyBased on the above, in addition to Ms [redacted] ’ election not to purchase an Extended Service Plan at the time of sale, CarMax is declining the settlement as set forth in the complaint However, if Ms [redacted] would like for CarMax to diagnose and repair any new concerns with the Vehicle at their standard rate, she may contact the CarMax nearest her to schedule a service appointmentCarMax 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 haveSincerely, Nekia [redacted] Analyst, Executive Response Team

October 23, [redacted] [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA [redacted] Thank you for forwarding the complaint received in your office from Mr [redacted] regarding the sale of a Nissan Altima (VIN: 1N4AL2AP9CC182793, “the trade”) In his complaint, Mr [redacted] requested that CarMax forgive an underpayment on the payoff quote for the trade with his lender, [redacted] When this transaction was initiated, CarMax was unable to obtain a specific payoff quote on the trade due to the transaction occurring outside of business hours for [redacted] ***At that time, CarMax utilized an estimated payoff amount of $14, On August 12th, 2015, CarMax verified the actual payoff amount of $14,953.09; a difference of $from the original estimated quoteOnce a return of the extended service plan of the trade was processed, a balance of $remained on the accountPer the paperwork provided to Mr [redacted] at the time of this transaction, this would be his responsibility CarMax informed Mr [redacted] of this via the paperwork completed during the transactionAdditionally, the CarMax Recovery department has contacted Mr [redacted] informing him of this matterIf Mr [redacted] has any further questions, he may contact CarMax Recovery at [redacted] Sincerely, [redacted]

January 23, Roman"> [redacted] Revdex.com [redacted] Richmond, VA RE: Sarah [redacted] [redacted] ** VIN [redacted] (“the Vehicle”) Dear Ms Mann, Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] , Illinois (“CarMax”) on 12/11/Ms [redacted] is requesting that CarMax replace her missing prescription sunglasses Ms [redacted] brought the Vehicle into CarMax of [redacted] ***, Illinois for service on or about 12/15/ Ms [redacted] requested to return the Vehicle while it was still in for service at the [redacted] location on or about 12/17/ On or about 12/17/2014, CarMax removed Ms [redacted] ’s belongings from the Vehicle These items included a car seat, stroller, CD and USPS mailings which were stored in the Business Office for pick up On or about 12/22/the Business Office manager called Ms [redacted] to remind her of her held items and informing her CarMax would be closed for two days for the holidaysAt that ***e, Ms [redacted] asked about her sunglasses and the Vehicle was searched again, but there were no items left behind Lost and Found was also searchedOn or about 12/29/Ms [redacted] picked up her items from the Business OfficeThe Business Office Manager assisted Ms [redacted] in carrying her items to her vehicleThere was no discussion about the sunglasses during that visit CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaintCarMax is not responsible for items left in a vehicle Please call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

Roman';"> January 30, 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 12, [redacted] purchased a [redacted] **, VIN [redacted] (the “Vehicle”), from the CarMax of Waukesha, Wisconsin [redacted] also purchased the [redacted] (“***”) In her complaint, [redacted] is requesting a different vehicle that is worth her outstanding loan or a buy back for the outstanding amount of her loan due to her current repair concerns CarMax of Waukesha reached out to [redacted] to resolve her repair concerns CarMax offered to appraise the Vehicle and she declined [redacted] then spoke to the Operations Manager at the CarMax in Waukesha, who asserted CarMax’s commitment to repair the Vehicle CarMax has given [redacted] use of a loaner vehicle while the Vehicle is being repaired CarMax has been able to get the [redacted] deductible waived and the repairs approved [redacted] is responsible for $that has been authorized by her to remove the valve cover in order to take pictures of the valve train CarMax appreciates the opportunity to respond to this complain If you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

October [redacted] *** [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] [redacted] *** [redacted] (the “Vehicle”) Dear [redacted] Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”), on April In her complaint, [redacted] references an ongoing check engine light condition and requests that CarMax increase an appraisal offer for the Vehicle to $8000, twice the amount that was offered for the Vehicle on September, According to CarMax’s records, the Vehicle has had repairs to address vacuum leaks, oil leaks, ignition coil failure, and fuel pump failure While these repairs are unrelated, all conditions triggered a check engine light in the Vehicle to alert to the need for repair In the interest of customer service, CarMax absorbed deductible costs in the course of repairing the Vehicle At the time of appraisal, the Vehicle was not presenting any mechanical concerns [redacted] has owned the Vehicle for over two years and has driven it approximately 30,miles in that time The $appraisal offer extended was based on the Vehicle’s age, mileage, and general condition, and is not subject to negotiation CarMax appreciates the opportunity to respond If you have any questions, please contact me directly at [redacted] extension [redacted] Sincerely, [redacted] CarMax Customer Relations

[redacted] Revdex.com Moorefield Park Drive Suite Richmond, VA Re: [redacted] Thank you for forwarding the additional message in response to the complaint [redacted] received in your office from [redacted] regarding the previously referenced Vehicle In this message, [redacted] reiterates concerns with the Vehicle [redacted] also requests a copy of the offer to replace or switch vehicles and transcripts of calls made to Customer Relations department CarMax’s position remains the same as indicated previously In regard to [redacted] ’s documentation requests, no offer of return or exchange was extended in writing [redacted] did have the 5-day Money-Back Guarantee to take advantage of if he chose [redacted] chose to have the vehicle repaired As previously stated, CarMax management spoke to [redacted] during the initial repair visit on or about January 17, CarMax will not be able to provide transcripts of the calls to Customer Relations CarMax would be happy to further diagnose any additional repair concerns with the Vehicle [redacted] is also welcome to have his vehicle appraised if he wishes to pursue the sale of the Vehicle to CarMax CarMax appreciates the opportunity to respond to this complaint CarMax now considers this complaint closed Please call me at [redacted] , extension***, if you have any questions Sincerely, [redacted]

[redacted] Revdex.com Calibri;">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 October 29, from the CarMax store located in Inglewood, California In this complaint, [redacted] is requesting a settlement of $3, As stated in her letter, [redacted] took the Vehicle to CarMax after being told that a [redacted] report revealed that the Vehicle had been in an accident At the time of purchase, CarMax ran a Vehicle History Report( [redacted] ***) which reflected no prior accident history CarMax does not sell vehicles with frame or water damageEvery CarMax car is thoroughly inspected and reconditioned before it goes on the lot to ensure that the customer is purchasing a safe and reliable vehicle CarMax regrets that [redacted] is unsatisfied with the condition of the VehicleAs stated in her letter, CarMax did extend an offer to purchase the Vehicle from [redacted] at a price that was $3,above what was offered to her by another dealership [redacted] declined the offer 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

Roman';"> September 23, Via Electronic Mail [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA [redacted] I am writing in response to your letter which forwarded the complaint of [redacted] On May 5, 2011, [redacted] purchased a [redacted] (the “Vehicle”), at the CarMax of [redacted] In his complaint, [redacted] is requesting that CarMax reimburse for his payments made, and the balance that he still owes Prior to coming to Carmax, [redacted] stated that he took the Vehicle to [redacted] to trade it and was told that the Vehicle was worth less due to an accident from March On August 31, 2014, [redacted] brought the Vehicle in for appraisal at CarMax CarMax offered [redacted] $5,and he felt that the Vehicle was worth $9, CarMax gave [redacted] a copy of the Autocheck that was provided to him at the time of purchase and there were no accidents listed CarMax also reviewed the appraisal offer with [redacted] and explained that the offer was based on the mileage and the after-market additions to the Vehicle CarMax declines [redacted] ’s request as set forth in his complaint However as the previous offer has expired, CarMax is still willing appraise the Vehicle and make an offer to purchase it CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted]

November 17, 0in 0in 0pt;"> [redacted] ***, Operations Supervisor Revdex.com [redacted] RE: [redacted] ***: [redacted] (the “Vehicle”) [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle she purchased on March 18th, from the CarMax in [redacted] , [redacted] (“CarMax”) In her complaint, [redacted] alleges that CarMax showed her a fake [redacted] report at the time of sale She states that the actual [redacted] report shows many issues including recalls that had not been taken care of and an odometer/mileage discrepancy that has caused her stress due to having to deal with registration issues and not being able to trade in the Vehicle Due to her frustrations, [redacted] is requesting compensation At the time of purchase, CarMax reviews an [redacted] report (“ [redacted] ”) with our customers, not a [redacted] report Research shows that the [redacted] reviewed with [redacted] did not show any odometer or mileage discrepancies, or any title issues with the Vehicle A current review of the [redacted] specific to the Vehicle is consistent with the report shown at the time of purchase Also, per the attached, at the time of this transaction [redacted] received notification prior to delivery of the vehicle of the importance of registering her vehicle with the manufacturer to learn about any open recalls applicable to it as well as other important information Prior to receipt of this complaint, CarMax was unaware of [redacted] ’s concerns Once made aware, CarMax researched and contacted [redacted] and it was determined that the [redacted] report was incorrect specific to the odometer/mileage discrepancy [redacted] has since researched and corrected their report CarMax declines [redacted] ’s request for compensation Thank you for providing CarMax an opportunity to respond Sincerely, [redacted] Analyst, CarMax

July 23, 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 she states that the proposed resolution will not resolve her concerns As stated in our previous response, [redacted] is a product that is only available at time of purchase [redacted] declined the purchase of [redacted] by initialing the Buyer’s Guide at time of purchase CarMax would like to invite [redacted] to contact the Service department of CarMax ( [redacted] ) if she has any needed repairs to address [redacted] would be responsible for the diagnosis and any needed repair cost In addition, CarMax would be happy to provide [redacted] a copy of the Buyer’s Order showing where she initialed declining the purchase of [redacted] Thank you for providing CarMax an opportunity to respond Please give me a call at [redacted] ext [redacted] if any further assistance is needed Sincerely, [redacted] Analyst, Customer Relations

January 26th, [redacted] ***, Operations Supervisor 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 a [redacted] that he wished to purchase from CarMax of Torrance, CA (“CarMax”)In his complaint, Mr [redacted] requested that CarMax provide a vehicle for purchase with specific features and remote start or reduce the price of one lacking remote start Mr [redacted] came to CarMax on approximately January 8th, 2016, to purchaseAt that time, CarMax informed Mr [redacted] that the vehicle did not have remote start as listedUpon further research, CarMax determined a remote start option did not exist for this specific model CarMax determined an error listed on all [redacted] models, and has since made an adjustment for accessory listings and pricingAt the time of his visit, CarMax presented other vehicles to Mr [redacted] , many of which featured the remote start option he requested Mr [redacted] informed CarMax that he would continue his search as the Vehicle in question did not meet his needs As of receiving this complaint, CarMax adjusted the listing options and prices of [redacted] models and the Vehicle is still available for sale at CarMaxCarMax will not be providing any financial assistance surrounding Mr [redacted] ’s experience In the event Mr [redacted] has any questions about this, he may contact me at 1-800-519-1511, ext*** Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt D [redacted] Analyst, CarMax Customer Relations