Complaints

This profile includes complaints for CarMax , Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CarMax , Inc.

  12800 Tuckahoe Creek Pkwy Richmond, VA 23238-1115

• 

  CarMax , Inc.

  901 Murray Olds Dr Midlothian, VA 23114-2601

• 

  CarMax , Inc.

  1448 Richmond Rd Charlottesvle, VA 22911-3509

• 

  CarMax, Inc

  45210 Towlern Place Sterling, VA 20166

• 

  CarMax

  12105 Omniplex Court Cincinnati, OH 45240

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 **** Focus from CarMax in *********** **. The vehicle had several problems within the first day of purchasing and they had to tow it in for servicing which took a week and a half. I received the vehicle back claiming there were no problems. The car kept having the same electrical issues plus more. I called again and was told i would be contacted when they could get it in for servicing. Problem persisted and i called to follow up and received the same outcome. Third time i was offered a service called repair pal BUT i would be without a vehicle for a long period of time being they wouldnt do a loaner vehicle with repair pal so my only other option was to wait for service availability. The problem persisted and i regularly checked for availability in the service department. Early June the car caught on fire. I was told conflicting stories of CarMax helping me through the situation then they were not. I have been talked to condescendingly and practically threatened. Blame has been told to be placed on the manufacturer and or my insurance. The Gap that i purchased through them and the extended warranty i purchased were basically useless in this situation. *** denied my claim due to electrical issues and the warranty was issued to the lender. So i end ** in a hole with no car and theyre asking me what do you want us to do? And i reply, the ethical thing, and am responded to with we cant do that.If they would refund the money from the down payment Id be fine with that and leave them alone but now they have made it personal. Ive read through their contracts and now know their predatory practices.

  Business Response

  Date: 08/19/2022

  August 19, 2022
  
  Operations Department
  720 *******************************, Suite 300
  ********, ******** 23236
  
  Re: *****************************
  Complaint ID: ********         
  2017 **** Focus (the Vehicle), VIN: *****************          
  
  Dear Mrs. ********************************** you for forwarding the complaint dated August 9, 2022, regarding the Vehicle **************** purchased from the CarMax location in ***********, ** (CarMax) on or about April 8, 2022. In the complaint, **************** expresses concerns about electrical issues in the Vehicle and a Vehicle fire. **************** has requested CarMax provide a down payment refund for the Vehicle.  
  
  According to CarMax business records, **************** purchased the Vehicle on or about April 8, 2022, with an odometer reading of ******. CarMax provides a 90-day Limited Warranty and a 30-Day Money Back Guarantee on every vehicle it sells. The Limited Warranty goes into effect on the date the Vehicle is purchased. At the time of sale, customers are provided the option to purchase the ************************ Plan. **************** elected not to purchase the ************************ Plan for the Vehicle.
  
  According to CarMax business records, **************** contacted CarMax on or about April 15, 2022, with several vehicle concerns. CarMax placed the Vehicle into service on or about April 26, 2022. CarMax was only able to duplicate and diagnose a no start issue in the Vehicle and completed a battery replacement. This repair cost was covered under ****************** Limited Warranty with CarMax. This is the only service appointment CarMax has on record for the Vehicle.
  
  According to CarMax business records, CarMax received no further contact from **************** until on or about June 20, 2022. **************** notified CarMax the Vehicle had caught on fire. CarMax took on additional partnerships and advised **************** to utilize her insurance provider for further support as theyd need to complete an investigation. If the insurance provider found that CarMax was in any way involved in the Vehicle failure that caused a fire, they would contact CarMax directly on ****************** behalf. CarMax attempted to reconnect with **************** but received no response nor has CarMax been contacted by ****************** insurance provider.
  
  CarMax will not be providing **************** a refund for the Vehicle down payment. CarMax advised **************** to utilize her insurance provider for support. CarMax welcomes ****************** insurance provider to contact our store team, CarMax will cooperate fully if they require any assistance. CarMax appreciates the opportunity to respond and address ****************** complaint.
  
  Sincerely,
  ***************************
  Analyst, Customer Relations

  Customer Answer

  Date: 08/22/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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.]

   

  CarMax has lied. I not only purchased their extended warranty i also purchased their GAP as well.  I was told by CarMax service center and the warranty issuer that they are NOT allowed to file a claim within the first 90 days of a vehicles purchase per CarMax orders.  I contacted CarMax on MULTIPLE occasions before June 20 and even had a friend go in to speak to the service department on my behalf during illness with myself on the phone while he was there. CarMax has gaslighted me since the purchase of this vehicle with their one price down ($1700)  then an additional 2,000$ when i got to the dealership. I made several complaints from the time of purchase to the incident date.  And furthermore the vehicle was taken back into servicing LITERALLY two days after purchasing it and was kept until April 26 not the other way around.
  
  Regards,
  
  *****************************
  
  
  
  

  
  

• Initial Complaint

  Date:08/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2010 Lexus GX460 from CarMax in March of 2022. When I bought the vehicle, I started having electrical problems within a matter of days. I took it back to Carmax while it was still under warranty and the problem did not get resolved. I drove *************************************************************************************************************** the vehicle worked except the engine kept running. The Lexus dealership quoted me $1734 to fix the problems in my vehicle because it contained faulty fuses and fusible links. I am now stuck in a different city and going to be out $1700 to fix something that should have been fixed before the vehicle was purchased and at the time that I took it in to get fixed. These issues have also shown to have occurred during the previous owners time owning the vehicle.Attached are the service issues occurring under the previous owner.

  Business Response

  Date: 08/23/2022

  August 23, 2022
  
  Operations Department                                      
  720 *******************************, Suite 300
  ********, ******** 23236
  
  Re: ***********************
  Complaint ID: ********
  2010 Lexus GS 460 (the Vehicle), VIN: *****************
  Dear Mrs. ********************************** you for forwarding the complaint dated August 9, 2022, regarding the Vehicle ************ purchased at the CarMax location in *******, ** (CarMax) on or about February 26, 2022. In the complaint, ************ expresses concern about ongoing electrical issues with the Vehicle and is requesting that CarMax covers the repair costs in the amount of $1,733.56.

  According to CarMax business records, ************ purchased the Vehicle from CarMax on or about February 26, 2022, with the odometer reading on or around ******* miles.CarMax provides a 90-Day/4,000-Mile (whichever comes first) Limited Warranty and a 30-Day Money Back Guarantee on every vehicle it sells. A customer may return the vehicle to ********************** under the 30-Day Money-Back Guarantee as long as the mileage has not exceeded ***** miles since purchase and the condition of the Vehicle has not changed. The Limited Warranty goes into effect on the date the Vehicle is purchased. Any parts repaired or replaced by CarMax are covered for 12 months or ****** miles since date of repair completion, whichever comes first. Additionally, ************ opted out of purchasing a ************************ Plan.

  According to CarMax business records, ************ contacted CarMax on or about May 16, 2022, to report concerns with the Vehicles electrical system. ************ scheduled an appointment at CarMax on or about May 26, 2022, to have the Vehicle reviewed and diagnosed. CarMax sent the Vehicle to a third-party repair facility, Christian ********* to have the vehicle diagnosed and repaired. A repair was completed to the Vehicles electrical system and the service completed is covered under CarMaxs 12-month/******-mile service warranty.

  According to CarMax business records, after receiving ************** Better Business complaint, CarMax management reviewed **************** concerns and repair history.CarMax management contacted ************ on or about August 13, 2022, to request a copy of the repair invoice for the Vehicle for review.

  According to CarMax business records, CarMax management received the repair invoice from ************ on or about August 15, 2022. Based on the mileage of the Vehicle and because CarMax was not notified of continued mechanical concerns after the first repair to the Vehicle, CarMax determined that ************ is outside of any applicable warranty. CarMax committed to reimbursing ************** for 50-percent of the Vehicles repair costs.

  According to CarMax business records, CarMax management contacted ************** on or about August 19, 2022. CarMax management presented ************ with the resolution that CarMax will provide reimbursement for 50-percent of the repair costs to the Vehicle,totaling $866.78, in the form of a mailed check. ************ was satisfied with the resolution presented by CarMax.

  According to CarMax business records, CarMax mailed a check in the amount of $866.78 to *********** on or about August 20, 2022.

  CarMax appreciates the chance to respond to **************** complaint and considers this matter closed.

  Sincerely,
  ***********************
  Analyst,Customer Relations

  
  

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 25,2021 I purchased a 2014 ****** Altima from carmax on ************************************************************************, with in the 1 year and 15 days that Ive had this vehicle Ive had to replace the engine July 6,2022 on June 6,2022 I took my vehicle to the local ****** dealer(per the carmax in ******** ** they do not service cars at that location when I called to get servicing) the maxcare rep advised me to make and appointment to the local ****** to have a diagnostic done for smoking and jerking per the paperwork I received from ******s technician the car had sludge buildup that was a pre-existing when I purchased the vehicle I contacted maxcare and was informed that the engine replacement wouldnt be covered BECAUSE they dont cover sludge(per the ****** technician this issue was pre-existing) I ended up having to replace this engine on my own I contacted Carmax and was informed basically that there was nothing they could do about it..now after replacing the engine my car is still jerking per the mechanic it now needs a transmission which ****** Altimas were having to replace but because of the miles and age of my car I do not qualify forthis vehicle should not have had to have 2 major parts replacements within 1 year this car should not have been sold in the condition that it was in no car after a year from a noted company should have this issue so soon please help as Im still responsible for paying a note on this car insurance and repairs of 2 major parts..Ive since canceled the maxcare warranty because they refused to pay for the engine repaireven when the issue was of no fault of my own per a certified technician

  Business Response

  Date: 09/05/2022

  September 5, 2022
  
  Operations Department                                                      
  720 *******************************, Suite 300
  ********, ******** 23236
  
  Re: *******************
  Complaint ID: ********
  2014 ****** Altima (the Vehicle), VIN:*****************
  
  Dear Mrs. ********************************** you for forwarding the complaint dated August 10, 2022, regarding the Vehicle ***************** purchased from the CarMax location in ************, ** on or about July 25, 2021. In the complaint, ****************** expresses frustration with the mechanical concerns with the vehicle. ****************** states that CarMax should be responsible for repairing or replacing the vehicle after having to file numerous warranty claims.

  According to business records, ****************** was referred to our ********* partners on June 1, 2022, for a smoking tailpipe by the CarMax in ********, **. CarMax has no other service records for ******************. On June 26, 2022, the Maxcare Extended warranty Service Plan (ESP) was cancelled per ******************** request.

  Upon receipt of ******************** complaint, CarMax contacted her and spoke with her on August 25, 2022. ****************** explained her mechanical concerns and CarMax requested service records which were received and reviewed. Unfortunately, the service records do not prove ****************** changed the oil at the recommended intervals after driving ****** miles in the vehicle. Therefore, the ESP provider did not approve the warranty claim.

  While we are not able to assist ****************** with any warranty claims she may have in dispute, CarMax is happy to support ****************** with a reimbursement of $616.00 as a one-time customer goodwill. On September 2, 2022, ********************** attempted to reach ****************** but had to leave a voicemail. We encourage ****************** to follow up with the store directly regarding this reimbursement.

  CarMax appreciates the opportunity to respond to this complaint and address ******************* concerns.

  Sincerely,
  ***************
  Analyst, Customer Relations

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a 2013 ***** Equinox from Carmax in Tinely, ** on July 26, 2022. I drove 2 hours from where I live in *********, ** to go get the car. ***** that was the sales person I told him that I needed all the things the car had OnStar, GPS, heated seats etc. and that why I choose that veche because it had all the things I wanted in the car. I traded a 2017 Buick Encore preferred they gave ****** for the Buick and it left a negative equity on the car of $2, 688.10 that went to the back of the new loan and I put 500 dollars down. On July 27, 2022 I went to activate the OnStar wand this is when I find out that they could not activate the OnStar because it will be sunset on 12/2022 I didnt understand until they explained to me that OnStar on this car will not be able to be use because it will not upgrade to 4g or 5g on this Equinox. I was upset because they did not tell me this and when I called ***** on Thursday morning and went to get the paperwork out of the car to also find out they gave me someone elses paperwork and someone has my paperwork with all my personal information on it. When I spoke with the sales person he said they had to find me another car. When I spoke to the manager about the paperwork and the whole issue of the car he said I was making a big thing over nothing.Fast forward after two weeks of transferng cars only to find out when they got to the carmax in ******** I could not purchase them because of a title issue. On August 06 2022 I drove back to carmax to get a car and the air conditioning was not working. Spent all day there to find out that I could not exchange the car because I would need to get a different lender which I was never to when I spoke with ***** he said I needed ***** dollars more. When they ran my credit several times and got a high deposit of ***** to ****** dollars. So now I am stuck with a car that I dont want at all they where no help they sold me a car that ****** will not work after 2022 and was not told this at all

  Business Response

  Date: 08/25/2022

  August 25, 2022
  
  Operations Department
  720 *******************************, Suite 300
  ********, ******** 23236
  
  Re: ********************************************
  Complaint ID: ********      
  2013 Chevrolet Equinox (the Vehicle), VIN: *****************   
  
  Dear Mrs. ********************************** you for forwarding the complaint dated August 8, 2022, regarding the Vehicle ************** ******** purchased from the CarMax location in ***********, ** (CarMax) on or about July 20, 2022. In the complaint, ************** ******** expresses concern about her purchase experience, paperwork errors, and a non-functioning feature in the Vehicle. ************** ******** has requested no further contact from CarMax.
  
  According to CarMax business records, ************** ******** purchased the Vehicle on or about July 20, 2022, with an odometer reading of ******. CarMax provides a 90-day Limited Warranty and a 30-Day Money Back Guarantee on every vehicle it sells. The Limited Warranty goes into effect on the date the Vehicle is purchased. At the time of sale, customers are provided the option to purchase the ************************ Plan. ************** ******** elected to purchase the ************************ Plan for the Vehicle with a contract term of 48 months or when the Vehicle's odometer registers ******* miles, whichever comes first. The Vehicle's ************************ Plan policy is administered by the third-party company, Assurant. The Service Contract begins on the purchase date of the Vehicle. ************** ******** elected to cancel the Vehicles ************************ Plan on or about August 8, 2022.
  
  According to CarMax business records, ************** la-Porte contacted CarMax on or about July 26, 2022, to express her concerns related to the Vehicle. ************** ******** shared with CarMax that the Vehicle came with OnStar, which is a feature she specifically wanted however, she found out this feature would no longer be accessible in the Vehicle beginning in 2023. CarMax reminded ************** la-Porte of our 30-Day Money Back Guarantee and offered to assist with a return and guidance in finding an alternative vehicle that better suited her needs. CarMax began assisting ************** ******** in a search for an alternative vehicle unfortunately, she was unable to secure acceptable financing approval terms. CarMax continued to assist ************** la-Porte to find an alternative vehicle, but ************** ******** was unable to acquire another vehicle. CarMax refunded ************** la-Porte a $99 transfer fee on or about July 29, 2022. CarMax offers ************** ******** our apologies if any invalid documentation was received in the Vehicle, CarMax was unaware of that error.
  
  At ************** la-Porte's request, CarMax will not continue any further communication. CarMax welcomes ************** ******** to contact our business office if she requires assistance or decides to explore any additional vehicle options. CarMax appreciates the opportunity to respond and address ************** ********* complaint.
  
  Sincerely,
  
  ***************************
  Analyst, Customer Relations

• Initial Complaint

  Date:08/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a vehicle on 7-5-22 at the *******, ** Carmax location. We financed the auto loan through our bank, Bay ******************** in ******** **. We were unhappy with the purchase and returned the vehicle on 7-7-22 for a refund. As of today, 8-7-22, our bank still has not received the refund amount to payoff the auto loan. When we returned the vehicle the business staff said that our bank check used to buy the vehicle had already gone through and they would be sending a payoff check back to our bank to take care of the loan in about **** days. I have called and spoke to several of the business office employees at Carmax over the last several weeks because my bank did not receive a payoff check from carmax. Each time they take my phone number and said they would look into it and call me back. Only one of them called me back. I have also spoke one of the auto loan representatives at our bank who also called multiple times to Carmax about this situation. She said she left several messages after receiving a check from carmax that had no information on it other than the amount of $24,000. No one returned her call from Carmax. Not knowing whos auto loan it was for she returned the check. She said that it would not have been enough to payoff the loan anyway because of the interest that had accumulated. She called carmax again on 7-29-22 and was able to speak to someone in the business office at the ******* Carmax location. She gave them a 10 day payoff amount that would take care of the loan. They told her that they would have to get it approved through the corporate office and would be in contact with me to update me when resolved. I have not heard anything back. I called the ******* carmax again yesterday to get an update and the gentleman there said he would call me back but didnt. We have already made our first car payment on a vehicle that we no longer own. Looking to resolve this ASAP. Thank you

  Business Response

  Date: 08/19/2022

  August 19, 2022
  
  Operations Department                                                      
  720 *******************************, Suite 300
  ********, ******** 23236
  
  Re: ***********************
  Complaint ID: ********
  2016 ****** RAV 4 LE (the Vehicle), Stock No.: **********
  
  Dear Mrs. ********************************** you for forwarding the complaint dated July 8, 2022, regarding the Vehicle ************** purchased from the CarMax location in *******, ** (CarMax) on or about July 5, 2022. In the complaint, ************** expresses frustration with the delay in paying off their lienholder after returning the vehicle. ************** states that the delay has caused additional charges and requests payment be sent as soon as possible.

  
  According to business records, ************** cosigned the purchase of the vehicle and returned the vehicle on July 7, 2022. A check was sent to Bay ********************* Mr. ****** lienholder, on July 12, 2022. After receiving a phone call from ************** that payment was not received and that there were additional charges accrued, CarMax requested a new check be issued. So, a payment in the amount of $24,100.31 was sent to the lienholder on August 11, 2022. This check was sent overnight via ***** tracking number 777633265104.

  
  CarMax appreciates the opportunity to respond to this complaint and address Mr. ****** concerns.

  
  Sincerely,
  ***************
  Analyst,Customer Relations