CarMax

March 25, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: ? Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for sharing [redacted] ’s complaint and providing us the opportunity to respond In sum, Ms [redacted] claims that her September payment was not over days past due as reflected on her credit file After a careful review of Ms [redacted] ’s account, we disagree Our records reflect that we received Ms [redacted] ’s September payment (which was due on September 9th) on October 10, At this time, Ms [redacted] ’s account was days past due contrary to her assertion in her complaint Though the credit information being disputed by Ms [redacted] is accurate, we believe that the unique circumstances of her case (which is further elaborated below) justify the deletion of the credit information in question In the interest of customer service, we typically inform customers that are experiencing some difficulty in making a payment that, to avoid negative credit information reporting, they must make the payment on or before their next due date It appears that Ms [redacted] was attempting to make the September payment on her next due date - October 9th Unfortunately, due to time zone differences, the payment that Ms [redacted] made on October 9, 2015, at 11:PM, Standard Time, was received (according to our records) on October 10, 2015, at 12:AM, Eastern Time As a result, our reporting accurately reflected that Ms [redacted] ’s account was over days past due when she made her September payment We have requested the national credit reporting agencies to delete the negative credit information associated with Ms [redacted] ’s September payment It may take up to days for this update to reflect on Ms [redacted] ’s credit file Thank you, again, for bringing this complaint to our attention and for the opportunity to provide this explanation If you have any questions or concerns regarding this matter, please contact Curtis Potts at (770) 792-4750, extension *** Sincerely, Brent A [redacted] Operational Compliance Manager CarMax Auto Finance cc: [redacted]

June 11, [redacted] 0.0001pt;">Revdex.com Moorefield Park Drive Suite Richmond, VA [redacted] Thank you for forwarding the complaintreceived in your office from [redacted] regarding the [redacted] that was purchased on or about April 11, at the CarMax store located in [redacted] (“CarMax”) At the time of sale Mr [redacted] did purchase the MaxCare Extended Service Plan (“MaxCare”) good for months or 125,miles whichever occurs first In this complaint Mr [redacted] is requesting for CarMax to fix the Vehicle and refund the diagnosis charge According to our records, Mr [redacted] contacted CarMax with concerns of a check engine light on CarMax scheduled an appointment for service on or about June 1, CarMax informed Mr [redacted] that we could diagnose the Vehicle, but we may not be able to find anything if the Vehicle didn’t store any codes and the check engine light was no longer on CarMax encouraged MrMold to continue to drive the Vehicle until the light came back on so that we did not have to charge him a diagnosis fee Mr [redacted] noted concerns that the light blinked one time, so CarMax then offered to take a look at the Vehicle At that time, CarMax explained that MaxCare would not cover the diagnostic fee unless there was a failed and covered component Mr [redacted] authorized the diagnosis of the Vehicle CarMax was able to pull code Pfor multiple misfires, but it was not specific to any cylinder CarMax was unable to duplicate the cause of the misfires as they were not active Mr [redacted] paid a discounted diagnosis charge of $ With tax included, Mr [redacted] paid a total of $ CarMax is declining the settlement request as set forth in the complaint There is no known failed component to repair as of June 1, However, if the check engine light comes on in the next days for a misfire with same code and CarMax can duplicate a problem, then we will offer a reimbursement of the diagnosis fee paid CarMax appreciates the opportunity to respond to this complaint [redacted] [redacted] [redacted]

May 16, 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 that was filed by [redacted] , on April 30, 2014, regarding a [redacted] (the “Vehicle”), VIN [redacted] , that was purchased from CarMax in Glencoe, Illinois (“CarMax”) on or about April 5, CarMax in Glencoe was not aware of [redacted] dissatisfaction with the Vehicle until receipt of this complaint As a gesture of goodwill, [redacted] may exchange the [redacted] If she wishes to exchange the Vehicle, she is may contact [redacted] , Location General Manager at [redacted] , extension within days of receipt of this response CarMax appreciates the opportunity to respond to this complaint If you have any questions, please contact me directly at [redacted] extension *** Sincerely, [redacted] SrAnalyst, Customer Relations

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 August 8, from the CarMax store located in Inglewood California In this complaint, [redacted] is requesting replacement of a key and repair of her vehicle in a timely manner and at no additional cost to her As stated in her letter there have been delays in completing her repairs due to the unavailability of *** partsIn regard to appointments, CarMax does require customers to make an appointment prior to dropping off a Vehicle due to time constraints as we are seeing customers throughout the dayOnce we have had an opportunity to diagnose the Vehicle, it can then be determined if the customer would be eligible for a rental based on the [redacted] CarMax has repaired [redacted] Vehicle at no additional cost to her and provided her with another key CarMax acknowledges and regrets any frustration that [redacted] has experienced due to the delay in getting her vehicle repaired CarMax appreciates the opportunity to respond to this complaint Please call me at [redacted] Extension ***, if you have any questions Sincerely, [redacted] Analyst, Executive Response Team

Roman';"> February 20, Via Electronic Mail [redacted] Revdex.com [redacted] Re: [redacted] Dear [redacted] ***: I am writing in response to your letter which forwarded the complaint of [redacted] On July 30, [redacted] purchased a [redacted] (the “Vehicle”), from the CarMax of [redacted] *** In his complaint, [redacted] is requesting CarMax to buy back his vehicle because the Vehicle was in an accident prior to purchase CarMax of Gulf [redacted] has looked at the Vehicle at least two times with [redacted] and no frame damage was found CarMax of [redacted] did review AutoCheck and customer’s copy of the [redacted] CarMax let [redacted] know that we will not sell a vehicle that has frame or flood damage CarMax of [redacted] also offered [redacted] the option of taking the Vehicle to get a second opinion at CarMax’s cost [redacted] did not contact CarMax to schedule this appointment CarMax appreciates the opportunity to respond to this complaintCarMax is still willing to get [redacted] a second opinion on the structure of the Vehicle [redacted] can call the store’s [redacted] at [redacted] to set up that appointment If you have any questions, please call me at [redacted] , ext *** 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 still have not received the refund check that Carmax agreed to refund me Can the Revdex.com assist in finding out why a refund check has not been issued? Regards, [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I already had had to take my car elsewhere since Carmax was not willing to work with me or give me a rental carI have my parts from the repairI am also very very upset that Carmax have me information again when they checked out my carWhen I went to another professional they informed me that my "brand new tires" were actually fine but my roaders we're notThey were to far gone to even cut down for repairSo again another statement from CarmaxI also wasn't informed that my back breaks were bad as wellI have all my documentation and parts from my repairI now want a different settlement from CarmaxPlease call me so I can know the next stepsThank you Regards, [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I sending this letter on behalf of my rejection of the offer from CarMaxI spoke to someone over the phone at [redacted] They told me that the last time they check my was November 15, And that it did have a discharge from my Bankruptcy that why I was approve with themThe approve amount was 13,and the down payment was downApproval ID NO: [redacted] and their phone number is [redacted] I did not do any financing with CarMaxCarMax failed to say that they made a mistakeIt I would have finance a car with [redacted] voucher then I would be finance with [redacted] [redacted] would be the lien holderTheir saleman gave me a Buyer Order not a contractSince April 4, 2014, CarMax inconvenience me my repossession the without a note saying they made a mistake it cause me a day to get to work the bus doesn't come in the location that I live in the bus do not run their the nearest bus stop is miles awayIt have been over days so far and I have spend over 4,paying for a ride to get back and force to workI'm sending you pages of my [redacted] paper of work of approval at that time Regards, [redacted]

March 9, 2015> [redacted] 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 February 15, from the CarMax store located in [redacted] , Arizona (“CarMax”) In this complaint Mrs [redacted] is requesting reimbursement for past service provided According to our records, Mrs [redacted] came to CarMax on or about January 27, with a concern that the Vehicle was losing oil CarMax found no leaks, only low oil levels, and recommended an engine compression test Mrs [redacted] declined the test Mrs [redacted] returned to CarMax on or about January 30, and authorized CarMax to send the Vehicle to a [redacted] dealership to have the engine compression test performed The compression test results showed performance CarMax recommended Mrs [redacted] begin oil consumption tests CarMax asked Mrs [redacted] to bring her vehicle back to CarMax every miles to measure the oil levels, or if the oil light came on CarMax serviced the Vehicle again on or about February 25, and found the oil level consistent with the mileage driven CarMax completed an oil change and requested Mrs [redacted] return with the Vehicle after driving another 1,miles CarMax is declining the settlement request as set forth in the complaint Mrs [redacted] should continue to work with Service Manager [redacted] ***l in reference to the complaint *** can be contacted directly at [redacted] ext*** 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

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.There are a few issues regarding this matter The main problem was that I originally had my car financed through CapitalOne Auto and was in the process of refinancing it with my current bank, *** The salesman informed me that my vehicle still showed up in the [redacted] system as being financed by CapitalOne Auto and NOT *** Seeing as how [redacted] had already paid the balance to CapitalOne we were simply waiting for the title to be sent to the [redacted] to show that [redacted] was the new lender and until that happened CarMax would not be able to assist me So the salesman instructed me that once the title cleared and showed [redacted] as the current lender, then, and only then,we could trade it in to CarMax towards the purchase of a new vehicle And since we would not be conducting any further business until it cleared the [redacted] that my credit application and documents would not be fully processed and would not reflect against me That is what I was told by the CarMax employee during the application process.On a separate note, [redacted] stated that I was approved under the terms and for the vehicle I selected Not once during the entire process was I ever informed that I was even approved for a loan Quite the opposite in fact Every bit of paperwork that I have since received from lenders has stated that I was denied for credit So if I was approved for a loan and for the vehicle that is something that was never, and has never, been brought to my attention Regards, [redacted] ***

March 7, Revdex.com Serving Central Virginia, Inc [redacted] RE: Consumer Complaint of [redacted] Retail Installment Contract Dated 11/24/ [redacted] Account No [redacted] Dear Sir/Madam: This will confirm receipt and review of a complaint that was forwarded to your office by [redacted] regarding the above-referenced account [redacted] is concerned about the status of her refund and requests for an explanation for its delay First and foremost, please know that our records do show that [redacted] was due a refund in the amount of [redacted] as of December 9, after we received a total loss insurance payment from [redacted] Unfortunately, our records also show that we encountered a system error on that day that prevented [redacted] refund from being generated[redacted] contacted us on January 13, regarding the delay and we discovered our initial error Accordingly, we submitted a manual request to generate [redacted] refund immediately Unfortunately, there was a delay in processing the request for [redacted] refund I am, however, happy to inform you that the refund was sent to [redacted] via [redacted] overnight on February 10, and it is our understanding that [redacted] received the refund on February 17, In the event that [redacted] did not receive the [redacted] package, I would request that [redacted] contact me at [redacted] , extension [redacted] and I will investigate the matter immediately Thank you for bringing this matter to our attention It is our mission to provide an unrivaled customer experience and we are disappointed that we failed in our commitment in this case We hope that [redacted] will still provide us with the opportunity to be of service to her in the future and we apologize for any inconvenience the delay of the refund may have caused Sincerely, [redacted] CarMax Auto Finance CC: Tonica Williams

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 advertise they standby all the vehicles they sell with a guarantee and Car fax documentationThe [redacted] *** had problems long before I purchased the vehicle from CarMaxWhich means I was sold a vehicle after CarMax had to know if had mechanical problems since CarMax states the thoroughly checkout all the vehicles they sell to consumersI brought this vehicle under the pretense it was thoroughly inspected and had no prior problems or issuesPlease review the attachmentI look forward to your reply Regards, [redacted]

June [redacted] ***, Operations Supervisor Revdex.com Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] , Complaint # [redacted] [redacted] , VIN [redacted] (the “Vehicle”) Dear [redacted] ***: Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of Winston-Salem, North Carolina (“CarMax”), on April, In his complaint, [redacted] cites multiple repair needs and extended repair times Additionally, he indicates ongoing concerns with tire and brake noise, and requests the repair and replacement of components related to those concerns Finally, he requests reimbursement of a payment made to his finance company Shortly after the date of his complaint, [redacted] scheduled another service appointment at CarMax, during which time the Vehicle’s tires and brake booster were replaced to address the mechanical concerns Additionally, a cosmetic issue that occurred as a result of a previous repair was addressed through a local [redacted] dealer [redacted] has since taken possession of the Vehicle, and CarMax believes these concerns to be fully resolved at this time Regarding [redacted] request for reimbursement, CarMax declines that request as set forth in his complaint CarMax regrets the inconveniences that [redacted] reported regarding the condition and servicing of the Vehicle, and greatly appreciates the opportunity to resolve the issues and respond If you have any questions, please contact me directly at [redacted] ext*** Sincerely, [redacted] CarMax Customer Relations

Dear Mrs ***, Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] (“CarMax”) on February 23, In the complaint, Ms [redacted] states that upon having the Vehicle’s oil changed, she was advised that the transmission fluid, brake fluid and A.Cfilter needed to be changed Ms [redacted] requests that CarMax cover the cost of a vehicle inspection and any needed service thereafter On or around June 28, 2016, a manager spoke with Ms [redacted] about the service recommendations mentioned in this complaint The manager also contacted the dealership which made the service recommendations – in order to learn more about the Vehicle’s diagnosisBased on this discussion, CarMax agreed to replace the cabin filter at no charge to Ms [redacted] In addition, CarMax agreed to complete a fluid inspection on the Vehicle, and also arranged to have any needed work completed at a location more convenient to Ms [redacted] As of July 8, 2016, CarMax has not seen or heard from Ms [redacted] , but encourages her to contact the Southwest Freeway location to arrange a service appointment to complete the agreed upon service and inspection CarMax appreciates the opportunity to respond to this complaint If you have any additional questions or would like to discuss this concern further, please contact me at [redacted] ext ***

January 26, [redacted] ***, Operations Supervisor 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 [redacted] regarding the Vehicle she purchased from CarMax of Fort Worth, Texas (“CarMax”) on February 3, In her complaint, Ms [redacted] states that the Vehicle has been in for service three times since purchase She states that she would like CarMax to buy back the Vehicle On approximately May 6, 2015, Ms [redacted] brought the Vehicle to CarMax for an engine light concern CarMax sublet the vehicle to Lone Star Bavarian, where the harmonic balancer was replaced The repair was covered by an extended service plan On approximately July 27, Ms [redacted] brought the vehicle to CarMax for an overheating concernCarMax sublet the vehicle to [redacted] , where the water pump and thermostat were replaced The repair was covered by an extended service plan On approximately October 28, 2015, Ms [redacted] brought the vehicle to CarMax for a clutch concern CarMax advised that clutch failure is considered maintenance and is not covered by the extended service plan CarMax offered to diagnose the vehicle Ms [redacted] declined Ms [redacted] then had the vehicle appraised CarMax offered $8,for the Vehicle Ms [redacted] declined to sell the Vehicle Ms [redacted] states that she would like CarMax to buy back the Vehicle CarMax is not able to do this as the Vehicle is outside CarMax’s 5-Day Money Back Guarantee CarMax is happy to diagnose any current service concerns on the Vehicle, and complete needed repairs If Ms [redacted] would like to sell the Vehicle, CarMax is glad to complete another appraisal If Ms [redacted] has any additional questions, she may contact me at 1-800-519-ext*** Sincerely, Jennifer [redacted] Analyst, CarMax Customer Relations

Roman';"> June 10, 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 14, [redacted] purchased a [redacted] , VIN [redacted] (the “Vehicle”), from the CarMax of South Broadway, CO In his complaint, [redacted] is requesting CarMax buy back the Vehicle at full sales price due to an undisclosed accident CarMax management spoke to [redacted] on May 27, 2014, and reviewed his concerns about the undisclosed accident Management let [redacted] know that CarMax ran an [redacted] vehicle history report and there were no accidents reported at the time of sale CarMax offered to inspect and do an appraisal for [redacted] Unfortunately, this was not an option for [redacted] CarMax declines [redacted] request as set forth in his complaintIf you have any questions, please call me at [redacted] , ext *** Sincerely, [redacted] Customer Relations Analyst

March 22, [redacted] ***, Operations Supervisor 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 Yousuf [redacted] regarding the Vehicle purchased from CarMax of Duarte, CA (“CarMax”) on July 13, In his complaint, Mr [redacted] states that the Vehicle had previous body work which caused the Vehicle to depreciate by 20% Mr [redacted] requests that CarMax reimburse him 20% of the Vehicle’s purchase price CarMax guarantees that a vehicle is free of flood and frame damage CarMax does not guarantee that a vehicle is accident free, or free of previous body workCarMax professionally reconditions each vehicle and prices it according to market value, including any reconditioning factors Therefore we decline Mr***’s request to reimburse him 20% of the purchase price If Mr [redacted] has any additional questions, or would like to discuss this concern further, he may contact me at 1-800-519-ext*** Sincerely, Jennifer L [redacted] Analyst, CarMax Customer Relations

I spoke with [redacted] over the phone and pointed out that some information she acquired were incorrect or partially correct Most notably the fact we were pre-approved by [redacted] Auto prior to purchasing the *** I made that abundantly clear to the sales associate by sharing with him that we were pre-approved for a 2.49% loan and if Carmax could not match or beat it that we would pursue [redacted] instead I also mentioned to him [redacted] is just a service, middle man, out of California and checks can take up to business days to be issued and proceeded to ask about the day refinance ruleThe way things unfolded at a minimum shows poor training and bad management of the situation, and some unethical behaviors I did not speak to anyone at Carmax via phone or sign any paper allowing them to pull my credit, and I am dumbfounded to know my wife or anyone can speak on my behalf regarding something so personal I value my privacy and my financial health which in my opinion was put at risk that dayBelow is a table showing the charges I paid through Carmax and that I am once again paying through [redacted] This includes the admin fee, license/tag, and of course the accrued interest rate for the period It is worth noting Carmax should receive a check from [redacted] soon as the check has already been issued [redacted] Carmax [redacted] Car $ 26, $28, Admin Fee $ $ Taxes $ $ - License/Tag $ $ I do like to reach an agreement for the full financial burden incurred during this painful and time consuming process in the amount of $for the adm fee, plus the $for the license/tag and plus the interest rate However mostly I would like Carmax to admit its wrong doing, and at least admit there were mistakes on its procedure that dayKind regards, [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I am not satisfied because CarMax refuses to repair the car in good faithCarMax sells cars on a platform of no haggle pricing and high quality used cars which have NOT been in any accidentsThis is made evident when you enter their showroom floors with examples of what they do and do not sellThis is not true for the*** [redacted] *** I purchased from CarMaxThis car had been in an accident prior to being purchased by me and the repairs performed were obviously done poorly since the entire Fenders clear coat is cracking and chipping awayIt is an eyesoreI have done a lot of business with CarMax and I can assure you this will be the lastI'm also going to make sure I post pictures of the damage along with my experience trying to get this resolved through CarMaxThe countless messages I left and calls made before ultimately filing a Revdex.com complaint and still being turned down because its outside of CarMax's 30Day warrantyI am now stuck to repair damage that was caused during previous [redacted] and hidden and sold to me through CarMaxThis is completely unfair and not how a loyal customer should be treated Regards, [redacted]

August 5, Via Electronic Mail [redacted] Revdex.com Moorefield Park Drive, Suite Richmond, VA [redacted] Dear Ms***: I am writing in response to your letter which forwarded the complaint of [redacted] On April 20, 2015, Mr [redacted] purchased a [redacted] (the “Vehicle”) from the CarMax of Ellicott City, MD In his complaint, Mr [redacted] is requesting that CarMax fix the Vehicle and provide some service coupons Mr [redacted] had several thirty day concerns that were addressed for the Vehicle There was one concern that continued after the repairs were done Mr [redacted] had lost confidence in CarMax and asked for the Vehicle to be taken to the dealer to address this concern While at the dealer the concern could no longer be duplicated CarMax has made some adjustments prior to sending the Vehicle to the dealer and they appeared to resolved Mr [redacted] concern As a gesture of good will CarMax has provided Mr [redacted] with service vouchersCarMax appreciates the opportunity to respond to this complaintIf you have any questions, please call me at [redacted] *** Sincerely, [redacted]