CarMax

Carmax provides the worst customer service, from the local level all the way to corporate They are unresponsive and do not attempt anything to correct issues consumers bring to their attention I was scammed into the max car program only to find out (after visiting locations and attempting to visit a 4th) they don't have the ability to provide accurate diagnostics or repairs to [redacted] - this includes standard maintenance I have even paid off the balance of the vehicle and they are still holding my titleBUYER BEWARE You will pay for this in financing but still have to have your car properly serviced elsewhere at your own expense Avoid this businessIf I could rate them a zero I would have

September 16, [redacted] Moorefield Park Drive, Suite Richmond, Virginia Re: [redacted] Complaint ID [redacted] VIN: [redacted] (the “Vehicle”) Dear [redacted] Thank you for forwarding the complaint dated August 17, regarding the Vehicle purchased from the CarMax store located in [redacted] (“CarMax”) on or about April 26, [redacted] did not request a desired settlement, but is inquiring on the status of her refund According to the complaint, [redacted] sold the Vehicle to [redacted] on or about August 6, [redacted] was then entitled to receive a prorated refund from CarMax for her GAP Insurance and Extended Care Plan CarMax processed [redacted] refund in the total amount of $on August 19, and reimbursement check # [redacted] was mailed to her home address of [redacted] *** on August 22, CarMax appreciates the opportunity to respond to this complaintCarMax apologizes for any inconvenience [redacted] may have experienced and considers the refund the resolution to this complaint Please contact me at [redacted] extension [redacted] with any questions you may have Sincerely, [redacted] ***

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I would like reimbursement for the interest paid for the entire time I was out the funds that were used to purchase the vehicle through August 11, The offer is unacceptable, as I have to pay interest for the entire time, and your company should be able to make this rightAside from the fact, that no apology was received for advertisingAlso note, that you will also receive a letter from my lawyer and this complaint will also be posted to the Attorney's General officeThis may seem like an immaterial small matter, but in reality there is no way to tell how many other customers have been victims of your advertising practices Regards, [redacted]

June 9, Revdex.com Serving Central Virginia, Inc Moorefield Park Drive Suite Richmond, VA RE: Consumer Complaint of [redacted] Dear Sir/Madam: Thank you for sharing Ms [redacted] ’s complaint and providing us with the opportunity to respond Ms [redacted] allegations parrot those contained in a complaint she recently filed with the [redacted] against our affiliate CarMax Auto Finance For reference, we have attached MsFrancis’s CFPB complaint and the response, concluding that her allegations are without merit Thank you for bringing Ms [redacted] complaint to our attention If you need any additional information, please do not hesitate to contact me by phone at [redacted] or by email at [redacted] Sincerely, Brent A [redacted] Operational Compliance Manager CarMax cc: Ms [redacted] Enclosures

[redacted] ***>Revdex.com [redacted] Re: ** [redacted] Dear [redacted] ***, Thank you for forwarding the complaint [redacted] received in your office from ** [redacted] regarding the [redacted] , [redacted] , (the “Vehicle”) that he purchased on or about May 16, from the CarMax store located in [redacted] (“CarMax”) In this complaint, ** [redacted] is requesting CarMax pay for parts and labor According to our records, ** [redacted] brought the Vehicle to CarMax on or about July 23, During the visit, CarMax was not able to confirm a needed clutch repair ** [redacted] then set an appointment on or about October 14, to have CarMax address mechanical concerns related to the clutch and an air bag issue CarMax diagnosed a needed clutch repair and sent the Vehicle to [redacted] dealership on or about October 14, to complete the repair This repair did not occur during the [redacted] Warranty period, so ** [redacted] was not eligible for a loaner vehicle from CarMax Also, the clutch is not a [redacted] *** covered repair, so ** [redacted] was not eligible for a rental vehicle paid by the [redacted] plan CarMax has offered to pay part of the total repair cost of the Vehicle as the settlement request as set forth in the complaint CarMax is under no obligation to pay for repairs to the Vehicle; this is a one-time, good will gesture of customer service for ** [redacted] The repair bill will be around $ ** [redacted] will be responsible for paying $ ** [redacted] did accept our offer on or about October 21, 2014, and repairs are being completed CarMax appreciates the opportunity to respond to this complaint, and now considers this complaint closed Please call me at [redacted] , extension***, if you have any questions Sincerely, [redacted] Analyst, Customer Relations

May 18, [redacted] ***, Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: Mr [redacted] Complaint ID: [redacted] [redacted] (the “Vehicle”), VIN: [redacted] Dear Ms*** Thank you for forwarding the complaint dated May 5, regarding the Vehicle purchased from the CarMax store located in Norcross, Georgia (“CarMax”) on or about February 3, In his complaint, Mr [redacted] describes concerns with size of the Vehicle’s tires, which he expresses is owned by his stepsonMrLewis requests that CarMax reimburse the Vehicle’s owner for the cost of the new tires CarMax’s records indicate that the Customer Relations department and management at the Norcross location have been in contact with the Vehicle’s owner regarding his concerns, and have fully resolved this concern by issuing the reimbursement Should the owner of the Vehicle have additional questions or concerns, he is encouraged to call the CarMax Norcross location at 770-263- CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension ***, with any questions you may have Sincerely, Kristina S [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 below [Provide details of why you are not satisfied with this resolution.] Regards, [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 below.By law, a company is obligated to send notice of default and allow thirty days to cureThis never happened!! Secondly, a company is harassing me and it is against the law so I have contacted an attorney regarding both issuesLastly, I asked for a payoff three times...first in September 2014, second in December and again about a month ago because I was attempting to pay off the difference between the trade in value and the amount owedTherefore car max is inaccurate in their responses and should get their stories straight before respondingMoving forward, I will work with an attorney to resolve this issue and file a class action lawsuit regarding mishandling of accounts, failure to notify customers of debt with option to cure and third party harassment [redacted] ***

April 20, [redacted] ***, Operations Supervisor Revdex.com 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 Mr [redacted] regarding his purchase of the Vehicle from CarMax of Huntsville, AL (“CarMax”) on December 15th, In his complaint, Mr [redacted] stated the front passenger speaker was damaged on the VehicleMr [redacted] requested that CarMax replace the speakerCarMax contacted Mr [redacted] on April 20th, to schedule an appointment for this concernCarMax ordered the replacement speaker and is prepared to complete the repairs once an appointment is made with Mr*** Additionally, Mr [redacted] requested that CarMax provide him with goodwill coupons which were promised to him at the time of saleCarMax will provide Mr [redacted] with these coupons when he brings the Vehicle in for repair If Mr [redacted] has any further questions regarding his complaint, he may contact me at [redacted] *** Thank you kindly for providing CarMax the opportunity to respond to this matter Sincerely, [redacted] Analyst, CarMax Customer Relations

My car was in the shop again April for the airbagCarmax Sacramento sent the car to [redacted] *** and once again I was told the airbag issue was fixedCarmax Sacramento returned the car to me 4/11/On 4/30/the airbag light came on again and is currently still onI don't see how offering to having the car appraised is a solution to this problemI want Carmax to agree to buy this car back for what I owe so I am able to get a safe carIt would not be fair for me to end up up side down on a new car because Carmax can't get the car fixedThat is why I purchased a extended warranty from carmax

It doesn't seem to me Carmax is willing to admit they are in the wrong just because I don't remember the name of the manager I spoke with in August that said they would renew my registrationI wasn't going to count on getting anything from them because its there word against mineThank for nothingI'll make sure to never buy a car from them again.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]

January 29th, [redacted] ***, Operations Supervisor RevDex.com Moorefield Park Drive, Suite Richmond, VA RE: [redacted] (VIN: [redacted] the “Vehicle”) [redacted] Dear Mrs ***, Thank you for forwarding the complaint received in your office from Mr [redacted] regarding his purchase of the Vehicle from CarMax of Southlake, GA (“CarMax”) on August 26th, In his complaint, Mr [redacted] requested a refund on depreciated value of the Vehicle based on Mr [redacted] ’s belief that the Vehicle was previously involved in an accident At the time of purchase, CarMax provided Mr [redacted] with a vehicle history report for the VehicleThere were no accidents listed at that timeCarMax inspected the Vehicle with Mr [redacted] in approximately the beginning of January CarMax found no evidence of any accident damage on the VehicleAdditionally, CarMax reviewed multiple vehicle history reports with Mr [redacted] and found no accidents listed There was also no frame or flood damage present on the Vehicle, which CarMax guarantees at the time of sale CarMax explained to Mr [redacted] there has been no depreciation on the value of the Vehicle outside of routine usage CarMax will not be offering any refund for lost value which Mr [redacted] referencesIn the event Mr [redacted] would like to sell the Vehicle, CarMax would be happy to complete an appraisal In the event Mr [redacted] has any questions about this, he may contact me at 1-800-519-1511, ext [redacted] Thank you for providing CarMax the opportunity to respond to this matter Sincerely, Curt [redacted] Analyst, CarMax Customer Relations

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 July 8, regarding a [redacted] (the “Vehicle”), VIN [redacted] , that was purchased at the CarMax store located in Norcross, Georgia (“CarMax”), on or about March 30, [redacted] requested in his desired settlement that CarMax install running boards on the Vehicle [redacted] mentioned in the complaint that the window sticker showed the Vehicle advertised having a rear view camera and running boards However, his Vehicle did not come with either accessory CarMax as a gesture of goodwill scheduled to have the rear view camera installed at no cost to [redacted] In addition, CarMax provided [redacted] with the contact information to [redacted] so that he could schedule to have his running boards installed at a discounted rate CarMax also offered to reimburse $towards the cost of the running boards [redacted] accepted the offer [redacted] came into CarMax located in Norcross, Georgia on or about July 14, to share that he did have the running boards installed At that time CarMax submitted the reimbursement in the amount of $ 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

April 5, [redacted] Operations Supervisor Moorefield Park Drive, Suite Richmond, Virginia Re: Ms [redacted] Complaint ID: [redacted] (the “Vehicle”), VIN: [redacted] Dear MsMann: Thank you for forwarding the complaint dated March 24, regarding the Vehicle purchased from the CarMax store located in West Carrollton, Ohio (“CarMax”) on or about September 6, In her complaint, Ms [redacted] describes concerns with the Vehicle’s tire pressure monitoring system (TPMS), handling, and power lossShe requests that CarMax replace the Vehicle with a different one CarMax’s records indicate that the Vehicle’s TPMS was repaired on or about December 18, and was covered under the MaxCare Extended Service PlanService records state that Ms [redacted] connected with the CarMax service department on or about March 9, 2016, regarding a handling and power loss concernDue to appointment availability at CarMax, the earliest available appointment was coordinated for Ms [redacted] at the nearby Dave Dennis Chrysler Jeep Dodge Ram service center on or about March 11, As a result of Ms [redacted] ’s request for transportation, CarMax offered options for shuttle services, or a loaner vehicle, if one was to become available Before the scheduled appointment date at Dave Dennis Chrysler Jeep Dodge Ram, CarMax’s records indicate that Ms [redacted] reconnected with the service team to schedule an appointment at CarMax later in the monthMs [redacted] brought the Vehicle to CarMax for her appointment on or about March 17, Service records indicate that while the handling concern was addressed and covered under her MaxCare Extended Service Plan, the power loss issue could not to be duplicated at the time of the appointmentThe service management team has made attempts to connect with Ms [redacted] about additional diagnostic testing for the power loss concern, but has been able to speak with her directly While CarMax will not be participating in an exchange of the Vehicle as requested, Ms [redacted] is encouraged to reconnect with the CarMax service department regarding her power loss concern by calling 937-396-7218, option CarMax appreciates the opportunity to respond to this complaint Please contact me at (800)519-1511, extension ***, with any questions you may have Sincerely, Kristina S [redacted] Analyst, Executive Response Team

December 30, Roman"> [redacted] Revdex.com [redacted] RE: [redacted] [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] , [redacted] (“CarMax”) on 11/22/ [redacted] *** is requesting that CarMax take responsibility for all payoff funds that were not collected at the time of the purchase of her vehicle At the time of purchase, [redacted] signed a Vehicle Purchase Agreement (“VPA”)On the VPA, we provided [redacted] the estimated payoff for her vehicleThe Business Office Associate reviewed this document with [redacted] for verification purposes [redacted] did not raise any questions or objections when the document was being reviewed with her and, by executing the document, she agreed to the terms which included her agreement to pay CarMax the difference between the Total Estimated Payoff and the Actual Payoff upon demandPer that agreement, if there is a lien on the vehicle, CarMax will pay off the amount of the lien on a customer’s behalf, as reflected in Line (2) ("Estimated Payoff") The VPA reads as follows: “ You agree to pay CarMax the difference between the Total Estimated Payoff and the Actual Payoff plus any additional cost incurred by CarMax, upon demand.” The VPA also states the customer has “ the right to sell the Vehicle outright or upon payoff of the Lienholder(s) shown in Line the Vehicle will be free from all liens.” CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaint [redacted] is responsible for the Actual Payoff amount and is welcome to return the vehicle or re-contract to include the difference in her current financing contractPlease call me at (***)***-***, extension***, if you have any questions Sincerely, [redacted] CarMax 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 This is a lie I did not accept the offer of reappraisal and there was no appointment made [redacted] offered me a structural analysis by Carmax...with a wink wink reappraisal.....why would I trust them to give an honest analysis now???? They lied and continue to lie I'm thinking they have no clue about the structural fitness of this car or any car they sell and want to wash their hands of this deceit before it is made public [redacted] also told me that a high percentage (he gave me the number it was over 80%) of their vehicles sold receive paint and parts such as this and it is considered cosmetic and they do not feel obligated to disclose this information prior to selling these vehicles Regards, [redacted]

December 30, Roman"> [redacted] Revdex.com RE: [redacted] [redacted] VIN [redacted] (“the Vehicle”) Dear Ms ***, Thank you for forwarding this complaint received in your office from [redacted] regarding the Vehicle purchased from CarMax of [redacted] California, (“CarMax”) on 08/03/ Mr [redacted] is requesting that CarMax pay for Quality [redacted] to break down the Vehicle’s transmission Mr [redacted] brought the Vehicle into CarMax on or about 8/18/ Mr [redacted] stated there was a rattle in the gear shift which CarMax was unable to duplicate Mr [redacted] returned the Vehicle on or about 09/01/At that time the issue was evident and was repai*** After driving approximately miles, Mr [redacted] returned on 11/21/with a new noise coming from the rear of the VehicleCarMax sent the Vehicle to Quality [redacted] and paid for a diagnostic on the new noise as well as a weather stripping issueCarMax also provided Mr [redacted] with loaner vehicles and paid for his rental car No further repairs were made because it was determined that this concern requires a tear down by the [redacted] dealership to determine the cause This tear down must be authorized by Mr*** If, during the diagnosis it is determined that wear and tear did not cause the damage, Mr***'s MaxCare Extended Service Plan will cover the cost, minus his deductibleIf it's determined that wear and tear caused this issue, this repair will not be cove [redacted] by the MaxCare Extended Service Plan CarMax appreciates the opportunity to respond; however, CarMax is declining the settlement request as set forth in this complaintPlease call me at [redacted] , extension ***, if you have any questions Sincerely, [redacted] CarMax 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 will be scanning and emailing supporting documentation per Revdex.com request [Provide details of why you are not satisfied with this resolution.] Regards, [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 he purchased on or about February 27, from the CarMax store located in Memphis, Tennessee As stated in his letter, [redacted] took his Vehicle to CarMax on or about March 28, to have several repairs completed All repairs were completed at no cost to [redacted] under the Day Limited WarrantyCarMax was not aware of any additional concerns as the store has not heard back from [redacted] CarMax would appreciate the opportunity to address any additional concerns that [redacted] may have [redacted] may contact the CarMax store located in Memphis, Tennessee and ask to speak to the Service Manager at [redacted] extension *** 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

May 13, [redacted] Revdex.com 720Moorefield Park Drive Suite 300>Richmond, Va Re: [redacted] Dear Mrs***, Thank you for forwarding the complaint received in your office from Mrs [redacted] regarding the [redacted] ***, VIN [redacted] (the “Vehicle”) that she paid to have transferred to the CarMax location in Boynton Beach, Florida on or about April 7, In this complaint, Mrs [redacted] Is requesting that the transfer fee be refunded to her credit card As stated in the complaint, Mrs [redacted] paid to have the Vehicle transferredAfter paying the transfer fee, Mrs [redacted] had concerns because the battery in the Vehicle (which is an electric car) was reading nine bars instead of According to industry specifications, it is for the battery to read nine bars and the quality of the vehicle not be impairedAs a gesture of goodwill, CarMax decided to refund the transfer fee to Ms [redacted] ’s credit card on or about April 27, CarMax appreciates the opportunity to respond to this complaintPlease call me at [redacted] extension ***, if you have any questions Sincerely, [redacted] Analyst, Customer Relations