skip entire header and global navigation

BBB Business Review

BBB Accredited Business since 7/1/1994

CarMax , Inc.

Find a Location

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

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

A BBB Accredited Business since 7/1/1994

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.

Find a Location

Reason for Rating

BBB rating is based on 16 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 799 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints Summary

799 complaints closed with BBB in last 3 years | 278 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 107
Billing/Collection Issues 44
Delivery Issues 7
Guarantee/Warranty Issues 83
Problems with Product/Service 558
Total Closed Complaints 799

Read Complaints | Definitions | BBB Complaint Process | File a Complaint against CarMax , Inc.
See Trends in Complaints on CarMax , Inc.

Additional Information

top
BBB file opened: January 19, 1994 Business started: 02/01/1956 in VA Business incorporated: 02/20/1956 in VA
Licensing

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:

Board for Contractors
9960 Mayland Drive, Suite 400, Richmond VA 23230
http://www.dpor.virginia.gov
Phone Number: (804) 367-8511
Fax Number: 804-527-4401
contractor@dpor.virginia.gov

Type of Entity

Corporation

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

Auto Dealers - Used Cars AUTO DEALERS-NEW & USED CARS

Industry Tips
Buying a Used Car
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

Industry Tips

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

Find a LocationX

  Change Location
Show Only Accredited Locations