CarMax

[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 his recent experience at the CarMax store located in Roseville, CaliforniaIn this complaint, [redacted] *** is requesting a refund of extra monies that he had to pay prior to leaving the store [redacted] *** completed several transactions during the period around or about February 15-17, During these transactions, [redacted] *** purchased and returned a vehicle and he also purchased another vehicle [redacted] *** also sold a vehicle to CarMax during this period, which warranted the cancellation of his [redacted] , Extended Service Plan According to the Business Office Associate at the above mentioned location, [redacted] was under the impression that he would be receiving a refund for a different vehicleShe stated that she was able to explain the entire transaction to [redacted] ***, going through all of the computer screens to show [redacted] *** exactly what transpired After everything was explained, it was relayed to [redacted] that he would be receiving a refund for an overpayment in the amount of $ [redacted] CarMax regrets any inconvenience that this may have caused [redacted] *** [redacted] appreciates the opportunity to respond to this complaintPlease call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] Analyst, Executive Response Team

September 16, 2014> [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received by your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on February 21st, In her complaint, [redacted] cited repair issues and is requesting that CarMax replace the Vehicle or provide financial assistance for these repairs CarMax was unaware of [redacted] ’s concerns with her transmission prior to receiving this complaintCarMax has not serviced the Vehicle since March 19th, in [redacted] ** when CarMax was unable to duplicate a concern with the ignitionThere has been no additional communication between CarMax and [redacted] since CarMax declines to provide any reimbursement for the repairs that [redacted] has incurred, as the CarMax Limited Warranty that CarMax provides has expiredFurthermore, the guarantee on any repairs CarMax has performed has also expired If [redacted] would like to sell the Vehicle, she is welcome to bring the Vehicle to CarMax for a free appraisal offerIn addition, CarMax will be happy to service the Vehicle at [redacted] ’s expense Thank you kindly for providing CarMax an opportunity to respond to this matterIf you have any questions, please contact me at [redacted] , ext.*** Sincerely, [redacted]

May 19, 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 writing in response to your letter which forwarded the complaint of [redacted] *** [redacted] *** requested in his desired settlement to be able to purchase the original vehicle he came in for and for CarMax to discount the price by $ [redacted] *** mentioned in the complaint that he is currently in the middle of a Chapter bankruptcy [redacted] *** had found a vehicle that he was interested in CarMax advised [redacted] *** that he would need to provide a Letter to Incur Debt from Trustee in order to move forward with the purchase of the vehicle [redacted] *** communicated with CarMax on three different occasions that he would be coming in to provide the documentation [redacted] *** failed to provide the documentationTherefore, CarMax deleted the order on or about April 23, making it available for sale Vehicle transferred to another CarMax location to be sold CarMax received [redacted] *** Letter to Incur Debt from Trustee on or about April 28, At this time CarMax began assisting [redacted] *** with searching for a vehicle [redacted] *** purchased a [redacted] *** (the “Vehicle”), VIN [redacted] , at the CarMax store located in Omaha, Nebraska (“CarMax”), on or about May 12, CarMax appreciates the opportunity to respond to this complaint and considers this matter resolved Please contact me at [redacted] extension *** with any questions you may have Sincerely, [redacted] Analyst, Customer Relations

August 21, 2014> VIA ELECTRONIC MAIL [redacted] 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 August 8, regarding a [redacted] (the “Vehicle”), [redacted] , that was purchased at the CarMax store located in [redacted] *** (“CarMax”), on or about June 30, [redacted] requested in his desired settlement that CarMax allow him to do a full return of the Vehicle [redacted] returned the Vehicle to CarMax on or about August 8, for a full return During that same visit [redacted] purchased a [redacted] *** [redacted] returned on August 11, to do a full return on the [redacted] ***CarMax processed [redacted] ’s refund on or about August 18, in the amount of $ CarMax appreciates the opportunity to respond to this complaint and considers this complaint resolved Please contact me at [redacted] with any questions you may have 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] (the “Vehicle”) that he purchased on or about April 21, from the CarMax store located in [redacted] .In this complaint, [redacted] is requesting that repairs to the Vehicle be done correctly and quickly As stated in his letter, [redacted] Vehicle has needed several repairs As of the date of this letter, the Vehicle has been completely repaired at no cost to [redacted] [redacted] was advised that in addition to CarMax, several other repair facilities have stated that the Vehicle is performing as designed [redacted] was also extended the offer to return the Vehicle to CarMaxAt that time, [redacted] stated that he would be meeting with an attorney CarMax regrets that [redacted] is not satisfied with his VehicleCarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] , extension***, if you have any questions Sincerely, [redacted] ***

April 6, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re: [redacted] Complaint ID [redacted] , VIN: [redacted] (the “Vehicle”)Dear Ms***:Thank you for forwarding the complaint dated March 23, regarding the Vehicle purchased from the CarMax store located in Buena Park, California on or about February 27, 2015.According to the complaint, Ms [redacted] took the Vehicle to an audio specialist to inquire about a DVD player concern The audio specialist inspected the Vehicle and found that the Vehicle was not equipped with a DVD player as optioned at the time of sale.Following this appointment, Ms [redacted] contacted CarMax to inform them of the information she’d received from the audio specialist CarMax sent a third party vendor to her home to confirm the audio specialists’ diagnosis and had them install a DVD player inside of the Vehicle on or about April 2, at no cost to Ms [redacted] .CarMax apologizes for any inconvenience Ms [redacted] may have experienced and considers this matter resolved.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely, [redacted] Analyst, Executive Response Team

9;"> April 1, Via Electronic Mail [redacted] Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] On June 29, [redacted] purchased a [redacted] ***, VIN [redacted] (the “Vehicle”), from the CarMax of [redacted] ** In her complaint, [redacted] is requesting CarMax refund her for the Extended Service Policy (“ESP”) and bank fees CarMax Business Service did refund [redacted] for her ESP on 3/20/ CarMax Business Service also faxed a “zero balance letter” to CarMax of [redacted] on 3/31/ The Business Office Manager is sending out to [redacted] a copy of the “zero balance letter” via [redacted] this week CarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] *** 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] I feel this has not resolved my issue in the least bitI had to put on full coverage on said truck per (Car Max) per [redacted] ) and found out they had it sold with in a couple of daysSo to put it on full coverage I had to put a chunk done on insuranceAnd I did not even know who was driving the truck I insured....As they stated it went across state linebeing a (felony) I did not know that....So I had money in the truck and did not receive the truck I think this is insurance fraudwhen I had talked to my insurance agent, he stated with out a doubt my full coverage I had on my [redacted] would have allowed me to test drive anything I wanted So if they can't help with my issuei would like to give them a F as a report....Again I thought it was insurance fraud and so did my agent

I purchased it from CarMax [redacted] in [redacted] , ***I purchased a [redacted] *** and I took it in for service at the [redacted] , location in***, [redacted] Please let me know if you have any other questions Thanks

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 Basically, I don't think this car was ready to sell when I purchased it After driving it for two weeks, I returned it for repairs at the CarMax service department They kept the car for another two weeks, but were unable to complete the repairs to my satisfaction By the time the car was returned to me, it was out of warranty Also, I discovered that in addition to the original set of problems, the car leaks water when it rains and the engine now runs erratically at certain speeds I feel that a car, especially a late-model [redacted] , should provide years of trouble-free service This car has numerous ongoing problems and does not meet either my own expectations nor the stated measures of quality of CarMax In my opinion, CarMax should offer a refund 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 CarMax's response is non - responsive and does not address the issue of the advertised car actually coming in with enough additional mileage to require a new inspection, but not a price reduction Regards, [redacted]

December 30, Roman"> [redacted] Revdex.com [redacted] RE: A [redacted] and [redacted] [redacted] *** VIN [redacted] (“the Vehicle”) Dear Ms Mann, Thank you for forwarding this complaint received in your office from [redacted] and [redacted] *** regarding the Vehicle purchased from CarMax of [redacted] , [redacted] (“CarMax”) on 07/23/ [redacted] and [redacted] *** are requesting that CarMax forgive an outstanding debt and remove a report that displays on their credit bureau records This concern is being addressed by associates in the CarMax Credit and Collections department, who have tried to reach [redacted] and [redacted] *** on numerous occasions Any questions need to be addressed by calling CarMax Credit and Collections at *-***-***-*** CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaintPlease call me at (***)***-***, extension***, if you have any questions Sincerely, [redacted] CarMax Customer Relations

July 9, [redacted] [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID: [redacted] Dear Ms***: Thank you for forwarding the complaint dated June 18, regarding the Vehicle purchased from the CarMax store located in Ontario, California (“CarMax”) on or about July 25, In the letter Ms [redacted] describes concerns with the Vehicle’s mass air flow intake system, PVC valve, and an issue related to the Vehicle’s accelerationMs [redacted] also expresses concerns regarding her MaxCare Extended Service Plan, and the negative equity applied to the loan for the Vehicle CarMax’s records indicate that Ms [redacted] brought the Vehicle to CarMax on or about April 18, for a service appointment to address the mass air flow intake system concernDue to the Vehicle being within the applicable miles and months for the manufacturer’s warranty, CarMax sublet the Vehicle to a Nissan service center for the repairsService documents also indicate that Ms [redacted] brought the Vehicle back to CarMax on or about March 29, 2016, and on or about May 3, 2016, for transmission concernsCarMax sublet the Vehicle to the Nissan service center on both occasions CarMax’s Operations Manager spoke with Ms [redacted] on or around the week of June 12, Notes from this conversation stated that Ms [redacted] shared that there were no current mechanical concerns with the Vehicle at the time of that conversationRecords also indicate that the previous repairs were discussed at that time, in addition to an explanation of the negative equity from her previous vehicle (as stated in her financing paperwork) While CarMax is happy to appraise the Vehicle for MsBriggs, they will not be participating in the buy back of the Vehicle or the request to pay off the remaining loan for the VehicleShould Ms [redacted] wish to bring in the Vehicle for a no-pressure appraisal, she is welcome to visit [redacted] to receive a written offer, which is valid for seven days CarMax appreciates the opportunity to respond to this complaint Please contact me at [redacted] , extension ***, with any questions you may have Sincerely, Kristina S [redacted] Analyst, Executive Response Team

Scott done a great job remodeling my daughter homeI was very impressed with his companys promptness and attention to detailMy wife and I are planning a remodel on our kitchen and we plan on calling Scott for our projectHighly recommend his company

July 26, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Account [redacted] [redacted] Dear Sir/Madam: Thank you for sharing [redacted] complaint and providing us the opportunity to respond Mr [redacted] states that he submitted a re-title request that we rejected, and he would like his request processed without making an additional trip to the DMV I am happy to report that we have received the corrected re-title request and we have delivered this request along with the Georgia paper title to the Alabama DMV on Mr***’s behalf This has been communicated to Mr***, and he is able to process his re-titling I would like to take this opportunity to apologize to Mr [redacted] for any inconvenience he has experienced It is our understanding that Mr [redacted] moved from Georgia to Alabama and was required by the Alabama DMV to update his title We received his initial re-title request on July 1, 2016, and upon review on July 5, 2016, we declined the request due to incorrect owner information Specifically, the co-applicant was missing from the request A letter outlining this decline was sent on July 5, It is important to note that Georgia participates in the Electronic Lien and Title Program and Alabama does not Therefore, we had to request a paper title from Georgia to send to Alabama This process takes a few business daysOur policy is to order the paper title at this point, even if the initial request is declined We did so in this case, so we were able to immediately send the appropriate documentation to the Alabama DMV when we received the corrected request from Mr [redacted] on July 14, It is our mission to provide exceptional customer service, and we are sorry to learn that we failed to meet these expectations when Mr [redacted] called for clarification about his decline letter and the re-titling processAs we strive to continuously improve our processes, not only has the associate he spoke with been provided feedback, but we have also implemented additional training related to re-titling for all customer service associates Thank you, again, for bringing this complaint to our attention and for the opportunity to assist Mr*** If you need any additional information regarding the above, please contact Jennifer A [redacted] at [redacted] Sincerely, Brent A [redacted] *** [redacted] ***

November 18, [redacted] ***, Operations Supervisor Revdex.com [redacted] RE: [redacted] Dear [redacted] ***, Thank you for forwarding the complaint received by your office from [redacted] regarding the application for financing from the CarMax of [redacted] ***, [redacted] (“CarMax”) submitted on October 12th, In his complaint, [redacted] shared concerns related to a credit inquiry from his efforts to purchase a vehicle at CarMax CarMax was unaware of these concerns prior to receiving this complaintAccording to CarMax’s records, [redacted] completed a credit application on a vehicle at CarMax on October 12th, 2014, and authorized CarMax to transmit the application for review by potentially multiple finance companiesDuring this process, [redacted] was provided his [redacted] number, date of birth and other identifying information [redacted] did receive approvals based on this information and the vehicle he selected In his complaint, [redacted] stated that he was unable to finalize the transaction due to having another vehicle refinanced which he had wanted to trade to CarMaxThis would not prohibit CarMax from finalizing [redacted] ***’s transaction, as CarMax would have been able to process the trade and the prospective purchase if [redacted] wanted to do soCarMax will not request the removal of credit inquiries as [redacted] had authorized the credit application [redacted] is welcome to research vehicles and contact CarMax in the event that we can assist him in his search for another vehicle Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted] Analyst, CarMax Customer Relations

May 22, Roman","serif""> [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] Dear [redacted] ***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of [redacted] (“CarMax”) on June 1st, In his complaint, Mr [redacted] referenced concerns with excessive delays on his purchase and repair of the Vehicle Mr [redacted] informed the service department of warning light sensors present in the Vehicle on June 3rd, At that time, Mr [redacted] brought the Vehicle to CarMax for service CarMax diagnosed that an airbag sensor needed replacement on the Vehicle which is a safety concernA specific part was required to properly address the concernCarMax ordered the replacement and explained to Mr [redacted] the part required shipment from Germany and could take as long as two weeks In an effort of customer service, CarMax offered Mr [redacted] a loaner vehicle during the wait for this replacement partHe declined this offerMr [redacted] requested the vehicle he traded in during the transaction and his original down payment returned to him due to the time necessary for the part to arriveMr [redacted] elected to exercise his 5-day return for the Vehicle and informed CarMax he would be going to a different dealership to purchase a different vehicle If Mr [redacted] has any further questions on this transaction, he can reach me directly at [redacted] , ext*** Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] I am supposed to receive a gas card equivalent to a tank of gasoline in compensation for the gasoline, time and lost opportunity in addition to the reversal of the charges Per [redacted] (?) Also, the reversion on the charge has not shown up in my account yet Given that the card I used was one of the one's compromised by [redacted] recent hacking event, I was issued a new card with a new number by my personal bank after the date of the $transaction While I will accept a reversal if it can be accomplished, the reason for the agreement of a check from accounting was because of the card no longer being active If I receive BOTH the reversal of $(or a check for that amount) AND the tank of gas card, as originally agreed I will agree to resolve this matter Regards, [redacted]

October 18, [redacted] ***, Operations [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: Mr [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms***: Thank you for forwarding the complaint dated October 12, 2016, regarding the Vehicle purchased from the CarMax store located in Sterling, Virginia (“CarMax”) on or about October 7, In the complaint, Mr [redacted] states that when he brought the Vehicle to another facility, Mr [redacted] was informed that three panels on the Vehicle had been repaired and repainted, which was seen by overspray and damage to the paintBased on this, Mr [redacted] requests that CarMax reimburse him for the cost of having a specialist fix the overspray and paint damage at an estimated cost of $- $ CarMax has reviewed Mr [redacted] s request and has elected to provide him with the resolution he has requestedMr [redacted] will receive a check in the mail from the CarMax Home Office once his reimbursement has been processed, within business days However, if he fails to receive this refund, he may contact myself at (800)519-1511, extension *** CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension ***, with any questions you may have Sincerely, Gabrielle P [redacted] Analyst, Executive Response Team