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BBB Accredited Business since

CarMax , Inc.

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Phone: (804) 747-0422 12800 Tuckahoe Creek Pkwy, Richmond, VA 23238 http://www.carmax.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that CarMax , Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for CarMax , Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 816 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

816 complaints closed with BBB in last 3 years | 320 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 157
Billing/Collection Issues 43
Delivery Issues 5
Guarantee/Warranty Issues 54
Problems with Product/Service 557
Total Closed Complaints 816

Customer Reviews Summary Read customer reviews

28 Customer Reviews on CarMax , Inc.
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 25
Total Customer Reviews 28

Additional Information

BBB file opened: January 19, 1994 Business started: 02/01/1956 in VA Business started locally: 01/01/1993 Business incorporated 02/20/1956 in VA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Motor Vehicle Dealer Board
2201 W. Broad Street, Suite 104, Richmond VA 23220
http://www.mvdb.vipnet.org
Phone Number: 804-367-1100
Fax Number: 804-367-1053

Type of Entity

Corporation

Business Management
Ms. Jennifer Bohn, Customer Relations Director Mr. Thomas J. Folliard, C.E.O. Ms. Diane Cafritz, Legal Counsel Ms. Lynn Mussatt, Vice President Business Operations Ms. Michelle Stone, Paralegal Ms. Audrey Wilkins, Paralegal
Contact Information
Principal: Ms. Jennifer Bohn, Customer Relations Director
Principal: Mr. Thomas J. Folliard, C.E.O.
Business Category

Auto Dealers - Used Cars Used Car Dealers (NAICS: 441120)

System Wide Accredited Business

This company's headquarters and company-owned locations throughout the country participate as BBB Accredited Businesses.  This means they support BBB's services to the public and meet BBB Accreditation standards. "A BBB Accredited Business since 1994."

Industry Tips
Buying a Used Car Sale of Motor Vehicles by Licensed Dealers

Customer Review Rating plus BBB Rating Summary

CarMax , Inc. has received 3.82 out of 5 stars based on 28 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in Central Virginia. Businesses may engage in more than one type of business.
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.