ComplaintsforCarMax , Inc.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 3, 2024, my car was totaled. USAA submitted payment to Carmax on 5/22/2024. Carmax stated that it would take 2-3 days to receive the payment and process. Daily calling to Carmax checking to see if the payment had been received yielded in reps telling me that Carmax received the check, but the system was backed up and they were behind. The payment was in their office, but they still didnt pay. In the process, I did not make a payment. I called to verify that the payment from my insurance company was received and they stated that yes but it was behind. Knowing that on June 9th, it would cause the payment to go past due, I called on June 8, 2024 and spoke to a representative who stated that I didnt have to make a payment and I wouldnt be penalized. Today, my credit report was penalized by 72 points for a payment that was in the office but they didnt process. Now, it is prohibiting from getting a better rate. I would like my credit restored immediately due to this mistake that Carmax created.

  Business response

  06/28/2024

  Please see the attached response.

  Customer response

  06/28/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************************
  
  
  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  (1) 06/06/2024, (2) They still owe us $500.00, (3) purchase of our vehicle (4) I received offer online from carmax for $5000.00 to purchase our 2012 *** on 06/05/2024, the offer was good until 06/12/2024. We arrived at the dealership, met with ******************************* (customer specialist) ****** proceeded to process our vehicle. This took over 1 hour. Our car passed the inspection perfectly, no issues at all. ****** then told us our offer was $4500, because we had gotten an offer for this amount from Edmunds which is an affiliate of them. We did not know this and it shouldn't matter anyways. At this point we questioned that because our original offer was good until 06/12/2024, and that should take precedent. ****** then brought ****** (manager on duty); to tell us this was their policy, once again we told them the guaranteed offer should be honored. At this point we decided to refuse their new offer, but as we were leaving we changed our minds, because we are in the process of moving and needed to sell the car. We then saw ****** laughing at us over this matter, very unprofessional. We finished the transaction and left. When we got home we called ********************* (Location G.M.) to try to resolve this, the call went to voice mail, so we left him a message to return our phone call. 5 days later, no call, once again very unprofessional. During this past weekend I received an online survey to grade carmax's process on this ordeal, and at the end they asked me if I would like a return phone call. Once again 3 days have passed and no phone call. Thanks for any help you can give us in this matter. Sincerely **** and *************************.

  Business response

  06/18/2024

  June 18, 2024 
  
  Operations Department?????????????????????????????????????? 
  ***************************************************;
  ********, ******** 23236 
  
  Re: *********************;
  Complaint ID: ******** 
  2012 Kia ******* (the Vehicle), VIN: ***************** 
  
  Dear Mrs. **************************************** you for forwarding the complaint dated June 12, 2024, regarding the Vehicle *********************** sold to the CarMax location in **************** (CarMax) on or about June 6, 2024. In the complaint, *********************** expresses frustration with the appraisal offer provided for the Vehicle. *********************** requests CarMax to provide additional monetary compensation totaling $500. 
  
  According to CarMax business records, *********************** visited CarMax on or about June 6, 2024, to sell the Vehicle. CarMax reviewed the Vehicle and provided *********************** with an appraisal offer of $4,500. *********************** accepted the offer provided by CarMax and completed the transaction. 
  
  According to CarMax business records, after receiving this complaint, CarMax reviewed ***************** concerns and appraisal transaction. CarMax determined that *********************** received multiple appraisal offers from CarMax and third parties prior to visiting CarMax, and the appraisal CarMax provided on or about June 6, 2024, was fair based on the condition of the Vehicle and current market conditions. *********************** accepted the $4,500 appraisal offer provided by CarMax and was under no obligation to sell the Vehicle to CarMax after receiving the appraisal offer. CarMax declines to provide *********************** with any additional monetary compensation outside of the funds that have already been provided as part of the Vehicle purchase agreement. 
  
  *********************** is a valued CarMax customer. ********************** invites *********************** to contact us with any outstanding questions or concerns. CarMax can be reached at **************. 
  
  CarMax appreciates the chance to respond to ***************** complaint and considers this matter closed. 
  
  Sincerely, 
  **********************;
  Analyst, Customer Relations

  Customer response

  06/18/2024

  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.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this vehicle on July 15, 2023 From CarMax in *******, they did not inform me when purchasing the vehicle about it having previous transmission issues. Due to the codes on the vehicle tell me when they got clear which was CLEARED not resolved when the car had ****** miles or so on it, now Im past the manufacturer warranty and my truck transmission has failed and took it to a show to see what was wrong and they quoted me $10,000 for a new transmission. I would like to get this resolved an get a reliable vehicle which is what I bought this truck solely for. My biggest issue is they are false advertising vehicles as qualified and inspected thoroughly and thats not the case here

  Business response

  06/20/2024

  June 19, 2024 
  
  Operations Department?????????????????????????????????????? 
  ***************************************************;
  ********, ******** 23236 
  
  Re: Dawsen Wilson 
  Complaint ID: ********   
  2020 **** F150 (the Vehicle), VIN: ***************** 
  
  Dear Mrs. **************************************** you for forwarding the complaint dated June 10, 2024, regarding the Vehicle ************************* purchased from the CarMax location in *********** (CarMax) on or about July 15, 2023. In the complaint, ************************* expresses frustration with unexpected mechanical concerns with the Vehicle and repair costs. ************************* requests CarMax to provide a replacement for the Vehicle. 
  
  According to CarMax business records, ************************* purchased the Vehicle on or about July 15, 2023, with an odometer reading of ****** miles. CarMax provides a 30-day Money-Back Guarantee, meaning all customers have the option to return a vehicle within 30 days if they have not surpassed ***** miles. CarMax provides a 90-Day/4,000-Mile (whichever comes first) Limited Warranty 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 ("MaxCare"). ************************* elected not to purchase MaxCare. 
  
  According to CarMax business records, after receiving this complaint, CarMax reviewed Dawsen Wilsons concerns and Vehicle history. CarMax determined that there is no history from before or after the purchase of the Vehicle related to a transmission concern. CarMax contacted ************************* on or about June 10, 2024, to discuss the mechanical concerns with the Vehicle. ************************* explained that they discovered a stored code indicating a transmission issue triggered at or around ****** miles on the odometer, prior to purchasing the Vehicle from CarMax. ************************* explained that they had driven about ****** miles since the purchase and before they noticed this historical code. CarMax informed ************************* that there is no history of transmission concerns recorded in CarMax business records and offered to partner with **** to retrieve any dealer warranty work history to verify the concern about the previous transmission code and any repairs that *** have been associated with it. 
  
  According to CarMax business records, CarMax contacted **** Motor Company on or about June 12, 2024, to review the manufacturer service history for the Vehicle. **** Motor Company advised CarMax that the Vehicle had never been serviced at a **** dealer for a transmission-related concern while it was under the manufacturers warranty, and no recall-related repairs had been completed on the Vehicle. CarMax contacted ************************* on the same day to discuss the findings provided by **** Motor Company. During this conversation, ************************* explained that their desired resolution was for CarMax to cover the costs of repairs because a transmission code was stored on the Vehicle from before the purchase. CarMax explained the 125-point inspection process CarMax completed on every vehicle it sells and that all vehicles are thoroughly checked for drivability or check engine light-related concerns before being made available for customers to purchase them. ********************** explained that the error code in question would have occurred while the previous owner was in possession of the Vehicle and before CarMax purchased it, and that a total of about ****** miles had been added to the odometer since the mileage that ************************* stated the code occurred. CarMax explained to ************************* that several influences or driving styles can cause premature transmission failure, such as heavy towing, aggressive driving, towing in overdrive, along with many other factors. ************************* informed CarMax that they would like to get out of the Vehicle or have CarMax cover the costs of repairs. CarMax recommended ************************* explore the option of appraisal if they would like to trade the Vehicle in toward another vehicle. ************************* explained to CarMax that they attempted to trade the Vehicle in at other dealers, including CarMax; however, the transmission issues with the Vehicle negatively impacted its value, and they owed about $10,000 less than what it was worth. CarMax declined to buy the Vehicle back or cover any repair costs for ************************* and offered the option of appraisal. ************************* expressed dissatisfaction with the options presented by CarMax. 
  
  According to CarMax business records, ************************* contacted CarMax Customer Relations on or about June 13, 2024, to express frustration with transmission concerns and a historical transmission code found from when the Vehicle odometer was at about ****** miles. ************************* explained that they believed CarMax sold the Vehicle with transmission issues that were not fixed or not fixed correctly. ************************* expressed frustration that CarMax previously advised that any repairs would be their responsibility and requested CarMax allow them to return the Vehicle and provide monetary compensation for missed work.  
  
  CarMax declined to offer ************************* the option to return the Vehicle or any monetary compensation. Based on the duration of ownership and Vehicle mileage, ************************* is outside of any applicable CarMax warranty, and any repairs to the Vehicle will be their responsibility. CarMax Customer Relations contacted ************************* on or about June 18, 2024, to deliver the resolution. ************************* expressed dissatisfaction with the resolution provided by CarMax and disconnected the call. 
  
  ************************* is a valued CarMax customer. ********************** invites ************************* to contact us with any outstanding questions or concerns. CarMax can be reached at **************. 
  
  CarMax appreciates the chance to respond to Dawsen Wilsons complaint and considers this matter closed. 
  
  Sincerely, 
  **********************;
  Analyst, Customer Relations

  Customer response

  06/20/2024

  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.]
  
  Regards,
  
  *************************
  
  CarMax did not offer me anything, they offered no help. CarMax is not taking responsibility for a fault on their end. CarMax assured me when purchasing vehicle that the vehicle had no previous mechanical issues, when in fact it did.
  
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold a vehicle to carmax murrieta with a promise to have the vehicle payed off. Its now a month later and the vehicle is still not payed off. Ive called numerous times got no answers. My bank has been calling me nonstop asking for payments when I dont own the the car. I called two weeks ago seeking awnser and was told they was glitch and a new check was going to be mailed the next business day. Now it two weeks later and my account is still open and Im not getting any answers.

  Business response

  06/14/2024

  June 14, 2024 
  
  Operations Department  
  ***************************************************;
  *****************************;
  
  Re: *************************;
  Complaint ID: ******** 
  2024 Cadillac Escalade (the Vehicle), Stock No.: 25904815 
  
  Dear Mrs. **************************************** you for forwarding the complaint dated June 10, 2024, regarding the Vehicle ************************* sold at the CarMax location in ********, ** (CarMax) on or about May 10, 2024. In the complaint, ************************* stated that the loan for the Vehicle they sold had not been paid off. ************************* requests that CarMax finish the job.   
  
  According to CarMax business records, CarMax processed the payoff for the Vehicle on or about May 10, 2024, but the request was not fulfilled due to a system issue.  
  
  Upon receiving this complaint, Customer Relations at the **************** partnered with the accounting team. Accounting contacted GM Financial, ***************************** lienholder, and requested an updated payoff amount. A new check in the amount of $60,141.20 was printed on or about June 13, 2024, and sent to GM Financial via ***** overnight shipping. The tracking number is 776851638007.  

  We apologize for the delay and welcome ************************* to contact CarMax directly if there are any outstanding concerns. 
  
  CarMax appreciates the opportunity to respond to this complaint and address ********************* concerns. 
  
  Sincerely,  
  ****************;
  Analyst, Customer Relations 

• Initial Complaint

  06/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased this car 3 months ago. The transmission was bad when I bought it. Its been in an accident that was not disclosed. The tie rods are shot and this car was a rip off

  Business response

  06/21/2024

  June 21, 2024 
  
  Operations Department?????????????????????????????????????? 
  ***********************************************************************************;
  *****************************;
  
  Re: **********************;
  Complaint ID: ********  
  2016 ****** Sentra (the Vehicle), VIN: ***************** 
  
  Dear Mrs. **************************************** you for forwarding the complaint dated June 9, 2024, regarding the Vehicle ********************* purchased from the CarMax location in ***************** (CarMax) on or about January 12, 2024. In the complaint, ********************* expresses frustration with unexpected mechanical concerns with the Vehicle and its history. ********************* requests CarMax to provide a refund for the Vehicle.

  According to CarMax business records, ********************* purchased the Vehicle on or about January 12, 2024, with an odometer reading of ****** miles. CarMax provides a 30-day Money-Back Guarantee, meaning all customers have the option to return a vehicle within 30 days if they have not surpassed ***** miles. CarMax provides a 90-Day/4,000-Mile (whichever comes first) Limited Warranty 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 ("MaxCare"). **********************;elected not to purchase MaxCare.

  According to CarMax business records, after receiving this complaint, CarMax reviewed *********************** concerns and Vehicle history. CarMax determined that ********************* has not brought the Vehicle to CarMax to address any mechanical concerns since the date of the purchase. CarMax also determined that a minor accident reported on the AutoCheck Vehicle History Report was disclosed to ********************* before the purchase transaction was completed. CarMax contacted ********************* on or about June 17, 2024, to discuss the transmission and Vehicle history concerns. Based on the duration of ownership and Vehicle mileage, *********************** is outside of any applicable CarMax warranty. CarMax declines to buy the Vehicle back from ********************* or cover any repair costs. CarMax offered ********************* the option to bring the Vehicle to CarMax to have it reviewed and diagnosed with a service appointment or to complete a standard appraisal on the Vehicle. CarMax committed to providing ********************* with a fair appraisal offer for the Vehicle based on its condition and current market conditions. ********************* expressed dissatisfaction with the resolution options provided by CarMax and stated they would seek legal representation.

  ********************* is a valued CarMax customer. ********************** invites **********************;to contact us with any outstanding questions or concerns. CarMax can be reached at **************. 
  CarMax appreciates the chance to respond to *********************** complaint and considers this matter closed. 
  
  Sincerely, 
  **********************;
  Analyst, Customer Relations 

  Customer response

  06/21/2024

  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.
  
  I refuse to be more out of pocket for CarMaxs negligence. You want me to tow my car to a facility (4 hours away) for you to look at it. Not a guarantee that you will fix it. For me to be out of pocket for the tow back to my home. Or you want me to leave it for you to appraise it (it wasnt worth the loan I had when I drove it off the lot) so you want me to be upside down on a loan. Make this make sense to me. Absolutely not. 
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  06/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 18th, 2024 I paid $299 to have a car shipped from ** to ** after being qualified for the vehicle. Once the car got there I was told that I needed to redo the application and now was quoted thousands of dollars more. This company provided false information just to take my money! I had a car shipped to my local store for nothing. I had intentions on buying the car once it arrived but with all of the incorrect information provided I was extremely upset and was advised I would receive a refund of the shipping cost. I have not received any of my money and I have not gotten a response back from the company. I would like my money back in full or I will consider taking this matter to court.

  Business response

  06/18/2024

  June 18, 2024 
  Operations Department  
  ***********************************************************************************;
  *****************************;
  
  Re: Tangenyika Ham 
  Complaint ID: ******** 
  
  Dear Mrs. **************************************** you for forwarding the complaint dated June 8, 2024, regarding the Vehicle Tangenyika Ham was interested in purchasing at the CarMax location in ************* (CarMax). In the complaint, ************** stated that they transferred the vehicle, but the financing changed after having to rerun the application. ************** feels CarMax was dishonest and requests CarMax refund the transfer fee as they were promised.   
  
  According to CarMax business records, Tangenyika Ham submitted a prequalification application on or about April 26, 2024. Prequalification Applications are a tool that generates estimated financing approval terms, to help customers learn about what vehicles fit within their monthly budget. A Vehicle-Specific Application (VSA) is needed to determine the exact terms. A request to transfer a 2016 ***** Pilot, stock number ******** to CarMax was submitted on or about May 18, 2024. The vehicle arrived and became available for sale on or about May 30, 2024. A test drive appointment was scheduled for June 1, 2024. ************** arrived at the appointment and worked with a sales consultant who submitted a Vehicle-Specific Application (VSA) for the vehicle that Tangenyika Ham was interested in purchasing. Upon approval, CarMax shared that Tangenyika Ham would be required to put additional money towards the down payment. ************** was not interested in doing so. CarMax released the hold on the vehicle on or about June 8, 2024, after Tangenyika Ham could not purchase the vehicle.   
  
  Upon receiving this complaint, CarMax refunded the $299.00 transfer fee on or about June 11, 2024. This refund will be delivered by regular mail through the United ********************** We ask that Tangenyika Ham allow ***** business days for the refund to arrive. CarMax also shared this information with ************** and stated they would work with ************** to find a vehicle within their budget. However, CarMax has not been able to reach ********** Ham after multiple phone calls and texts. If Tangenyika Ham is still interested in purchasing a vehicle, we recommend they contact CarMax directly at *************.
  
  CarMax appreciates the opportunity to respond to this complaint and address Tangenyika Hams concerns. 
  
  Sincerely,  
  ****************;

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vehicle on February 13,2024 financed $14,112 and paid $2,000 cash down payment. The company offered me a 90 day warranty which ended on May 13,2024 however on May 29,2024 two weeks after my warranty expired my vehicles hybrid battery goes out which I was told was the most expensive repair on my vehicle. As well as the left rear view mirror is malfunctioning now. I spoke with carmax and asked if they could honor my warranty in hopes that they would be able to help since it had only been 2 weeks since my warranty expired and they said no. Which is disheartening to hear because out of all the car dealerships I chose carmax since I hear they are trustworthy and have a good reputation. I purchased this car at carmax because I thought that I wouldnt come across any major car issues especially this early on. Of course I know cars require maintenance but I did not expect a big repair this early on resulting me to come out of pocket for $3,300 in repairs. Before I purchased this vehicle I was not told that the hybrid battery would be needing a replacement soon as well as an upcoming cost on fixing the left rear view mirror. I was not notified about any issues with the car.

  Business response

  06/14/2024

  June 14, 2024 
  
  Operations Department 
  ***************************************************;
  *****************************;
  
  Re: **************************************; 
  Complaint ID: ********  
  2014 ***************** (the Vehicle), VIN: ***************** 
  
  
  Dear Mrs. **************************************** you for forwarding the complaint dated June 7, 2024, regarding the Vehicle **************************************** purchased from the CarMax location in ********, ** (CarMax) on or about February 13, 2024. In the complaint, **************************************** expresses frustration with battery concerns in the Vehicle. **************************************** has requested CarMax cover the cost of repairs to replace the battery in the Vehicle. 
  
  According to CarMax business records, **************************************** purchased the Vehicle on or about February 13, 2023, with an odometer reading of 88.718 miles. CarMax provides a 90-day/4,000-mile (whichever occurs first) Limited Warranty and a 30-Day/1,500-mile (whichever occurs first) 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 (MaxCare). **************************************** elected not to purchase the ************************ Plan for the Vehicle. 
  
  According to CarMax business records, CarMax does not have any repair history on record for the Vehicle during ******************************************** ownership. Upon receiving this complaint, CarMax contacted **************************************** on or about June 10, 2024, to further discuss the concerns. CarMax asked **************************************** to provide a receipt of payment for the battery replacement for consideration of a reimbursement. Upon reviewing the invoice provided CarMax discovered the battery replacement has not been paid for. After completing further research CarMax verified the Vehicles hybrid system is covered by a 10-year/*******-mile dealer warranty. This warranty coverage expires on December 30,2024 or when the odometer reaches ******* miles. CarMax notified **************************************** of this applicable coverage by email and supplied instructions for how to proceed forward. 
  
  CarMax cannot support ******************************************** request for covering the cost for repairs to replace the battery in the Vehicle. ******************************************** Limited Warranty with CarMax has expired and the MaxCare policy for the Vehicle was not purchased. CarMax encourages **************************************** to utilize the available dealer warranty to cover the cost for a battery replacement in the Vehicle. 
  
  CarMax appreciates the opportunity to respond and address ****************************************** complaint and considers this matter closed. 
  
  Sincerely, 
  
  *************************;
  Analyst, Customer Relations 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle in February 2024 and it had multiple issues. After repeated repairs and a leaking sunroof, Carmax Midlothian agreed to buy back the vehicle.I subsequently purchased another vehicle on June 4, 2024 as a replacement from the same location and there are issues with this car as well.My complaint alleges two issues:1. I had to apply for two separate auto loans because of the situation. This has and/or will severely impact my FICO score. This should not be my issue and nor should it impact my interest rates on potential future lending needs.2. Carmax advertises it conducts a 125 multi-point inspection. There is no way this is the case based on my experience and this is fraudulent and mis-leading advertising.If these issues cannot be resolved to my satisfaction, I will move forward with filing a small claims action against the Midlothian location for the maximum amount allowed under the law.

  Business response

  06/19/2024

  June 19, 2024? 
  
  Operations Department? 
  **********************************************? 
  ************************? 
  
  Re: ***********************? 
  Complaint ID:?********? 
  2015 ****** Murano (the Vehicle), ***: *****************? 
  
  Dear Mrs. ***************************************** you for forwarding the complaint dated June 5, 2024, regarding the Vehicle *********************** purchased from the CarMax location in ************** (CarMax) on or about June 4, 2024. In the complaint, *********************** expresses frustration with unexpected mechanical concerns with the Vehicle shortly after the purchase and with credit inquiries that impacted their FICO score. *********************** requests CarMax to provide a billing adjustment.? 
  
  According to CarMax business records, *********************** purchased the Vehicle on or about June 4, 2024, with an odometer reading of ****** miles. CarMax provides a 10-day Money-Back Guarantee, meaning all customers have the option to return a vehicle within 10 days if they have not surpassed ***** miles. CarMax provides a 90-Day/4,000-Mile (whichever comes first) Limited Warranty 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 ("MaxCare"). *********************** elected not to purchase MaxCare.? 
  
  According to CarMax business records, after receiving this complaint, CarMax reviewed ****************** concerns and Vehicle history. CarMax determined that *********************** purchased another vehicle in February 2024 that CarMax bought back from *********************** after completing multiple repairs. CarMax bought the Vehicle for the remaining payoff and returned all the payments *********************** made to the loan and the down payment. *********************** inquired about purchasing another vehicle without having to complete another financing application and credit check on the same day, and CarMax informed *********************** that CarMax is unable to provide any financing options without a new financing application, as all loans are connected to the *** number of the vehicle and current credit standing. CarMax determined that *********************** financed through Navy ******************** and did not run any financing applications through CarMax and its lending partners. CarMax confirmed that *********************** contacted CarMax shortly after purchasing the Vehicle in June 2024 to express concerns about the heated steering wheel not working, the drivers side window not working, and vibration while driving. CarMax then scheduled a service appointment to review and diagnose the Vehicle on or about June 12, 2024. CarMax contacted *********************** on or about June 7, 2024, and coordinated for them to drop the Vehicle off at CarMax that day so that CarMax could provide a loaner vehicle and attempt to address the mechanical concerns sooner than the scheduled service appointment so that *********************** could still have the option to return the Vehicle within the 10-day Money-Back Guarantee. 
  
  According to CarMax business records, *********************** dropped the Vehicle off at CarMax on or about June 7, 2024, and CarMax provided a loaner vehicle. CarMax reviewed the Vehicle and determined that the front brakes, drivers side window regulator, and steering wheel needed to be replaced. CarMax contacted *********************** on or about June 11, 2024, to provide the update that the repairs were expected to be completed the following day. CarMax completed the repairs on or about June 12, 2024. These repairs were completed under CarMaxs 90-day/4,000-mile Limited Warranty at no cost to ***********************.  
  
  According to CarMax business records, CarMax contacted *********************** to share that the Vehicle was ready to be picked up from service on June 12, 2024. *********************** visited CarMax to pick up the Vehicle on the same day and expressed satisfaction with the repairs completed and the support provided by CarMax.  
  
  CarMax declines to provide a billing adjustment to ***********************, as all necessary repairs were completed on the Vehicle at no cost and no funds are due to ************************? 
  
  *********************** is a valued CarMax customer. ********************** invites *********************** to contact us with any outstanding questions or concerns. CarMax can be reached at **************.? 
  
  CarMax appreciates the chance to respond to ****************** complaint and considers this matter closed.? 
  
  Sincerely,? 
  ***********************? 
  Analyst, Customer Relations

  Customer response

  06/19/2024

  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.
  
  As I stated in my previous complaint, CarMax originally sold me a defective vehicle that they had to buy back.  I was then forced to purchase and finance a replacement vehicle which required a new loan application which that will impact my FICO score.  I am seeking compensation for the future lending impact this has caused due to no fault of my own.

  Additionally, this complaint alleges CarMax knowingly and willing sold me two separate cars with mechanical issues.  It was represented to me, as part of my buying decision, that CarMax had conducted a 125 point inspection on both vehicles.  This was clearly not the case as issues listed on the inspection where issues identified by me after purchase.  This has cost me time and money to repeatedly drive back and forth to the store to resolve.

  Finally, advertising that 125 point inspection is conducted and then it is not, is deceptive behavior directly meant to deceive and impact a buyers decision.  This is a violation of law.

  If CarMax further rejects my claim to resolve this matter amicably, I will file a lawsuit against CarMax in ************************* to address these issues.  I will seek the maximum amount allowable under the law.

  
  Regards,
  
  ***********************
  
  
  
  

  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was leaking coolant. Took it to Carmax *********. They couldnt fix my car so they transferred it to European Auto who then notified Carmax of the needed repair. *****, in the service department, stated this would be covered under the MaxCares warranty and authorized the repairs to European Auto. ***** never called to let me know what was going on with the car. So after several days of leaving VM, she finally returns my call to tell me she hadnt had time to fill out the warranty paperwork. This goes on for almost 3 weeks until I decided to call EA to get an update since ***** doesnt answer her phone or had returned my calls, at which time Im informed about my car being fixed before the warranty so the claim was denied. All the while, ***** is telling me (whenever I could get a hold of her) they are waiting on approval once she has time to submit the paperwork and never told me the car had already been fixed. Once I confronted her about speaking with EA and they told me what was really going on, she tries to throw them under the bus saying they (EA) was suppose to submit the paperwork. *** tried calling ****, the service **** mgr, yet again VM and no return calls from him or from *****. EA is also having the same problem with no returned calls. I have a copy of the email showing ***** approved the repairs. The claims department reviewed my case and even stated ***** was at fault. I have filed complaints with the claims ****, corporate office and the customer relations specialist. I still dont have my car back all because someone cant do their job for EA to get paid and release my car back to me. There are a lot more details but not enough space to include it all. *****, worst example of customer service or lack there of rather.

  Business response

  06/14/2024

  June 14, 2024 
  
  Operations Department 
  ***************************************************;
  *****************************;
  
  Re: ********************;
  Complaint ID: ******** 
  2017 *** X1 (the Vehicle), VIN: ***************** 
  
  Dear Mrs. **************************************** you for forwarding the complaint dated June 5, 2024, regarding the Vehicle ********************* purchased from the CarMax location in *********, ** (CarMax) on or about March 26, 2021. In the complaint, ********************* expresses frustration with delayed repairs and approval of a MaxCare claim and a lack of communication from CarMax that prevented the Vehicle from being released from a repair facility. ********************* requests CarMax to get the Vehicle released from the repair facility. 
  
  According to CarMax business records, ********************* purchased the Vehicle on or about March 26, 2021, with an odometer reading of ****** miles. CarMax provides a 90-Day/4,000-Mile (whichever comes first) Limited Warranty 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 ("MaxCare"). ********************* elected to purchase MaxCare, administered by the third-party company, Assurant. The ************************ Plan has been active since the date of purchase. The MaxCare policy that ********************* purchased for the Vehicle is active for 60 months or until the odometer reads ******* miles, whichever comes first. 
  
  According to CarMax business records, ********************* scheduled a service appointment at CarMax on or about May 3, 2024, to have the Vehicle reviewed and diagnosed, as ********************* reported concerns with the engine getting hot and shutting off and the air conditioning blowing hot when it is set to cold, and an odor coming from the air conditioning system. The Vehicles odometer was at or about 111,438 miles. CarMax informed ********************* about the MaxCare deductible and that they could get into a rental vehicle for reimbursement through MaxCare once the vehicle was diagnosed and the repair claim was approved. CarMax reviewed the Vehicle and determined that additional diagnostics would be required to determine the cause of the engine issues and coordinated to sublet the Vehicle to another repair facility. CarMax sublet the Vehicle to European Auto on or about May 16, 2024. European Auto reviewed and diagnosed the Vehicle and contacted CarMax to review the diagnostic results on or about May 17, 2024. CarMax submitted a repair claim to MaxCare on or about May 17, 2023. CarMax contacted ********************* on the same day to share that the claim was submitted, and that it would take a couple of days to receive an update. MaxCare had not approved the claim as of on or about May 23, 2024. CarMax contacted ********************* on the same day to provide the update and committed to partnering with European Auto to ensure that the repair information was written up correctly and to request if the repair shop could resubmit the repair claim to MaxCare. European Auto submitted a new repair claim to MaxCare, and a MaxCare inspector visited European Auto to review the Vehicle on or about May 27, 2024. CarMax contacted ********************* on the same day to share the update that the inspector reviewed the Vehicle and were waiting for MaxCare to approve the repair claim. CarMax and European Auto were still waiting for MaxCare approval on or about June 3, 2024, and CarMax contacted ********************* to share the update. ********************* contacted CarMax on or about June 4, 2024, to express frustration with the repair delay. ********************* stated that the associate at European Auto told them that no repair claim was submitted. CarMax informed ********************* that European Auto submitted the repair claim to MaxCare and that an inspector from Maxcare had already reviewed the Vehicle. CarMax stated that the repair claim had not been approved by MaxCare yet. ********************* said they planned to pick up the Vehicle the next day and that they had approval from CarMax corporate. CarMax committed to contacting European Auto to determine the status of the MaxCare claim and any next steps. CarMax contacted European Auto on the same day. European Auto stated that it was waiting for MaxCare approval so that the repairs could be paid for, and that the Vehicle could not be released until the invoice was paid. 
  
  According to CarMax business records, after receiving this complaint, CarMax reviewed *********************** concerns and Vehicle history. CarMax determined that *********************** father contacted CarMax on or about June 5, 2024, and explained that European Auto stated that CarMax advised the repairs were approved through MaxCare, so the repair work was completed; however, MaxCare denied the claim after the inspector visit, and now there was an unpaid $12,000 repair bill that needed to be paid. During this conversation, CarMax committed to contacting European Auto and following up with *********************** father within the next day. CarMax contacted European Auto on or about June 6, 2024, to learn more about what happened and determined that the repairs were completed on the Vehicle before MaxCare approved the repairs because the repairs were authorized by CarMax on or about May 17, 2024. CarMax committed to covering the cost of the repairs for ********************* as a gesture of goodwill. CarMax requested European Auto to allow ********************* to retrieve the Vehicle; however, European Auto declined and stated the invoice would need to be paid before the Vehicle could be released. 
  
  According to CarMax business records, ********************* contacted CarMax Customer Relations on or about June 6, 2024, to express frustration with their service experience, that they had been without the Vehicle for 23 days, an unpaid repair bill was preventing the Vehicle from being released back into their possession, and they had been paying out-of-pocket for a rental vehicle. CarMax Customer Relations requested ********************* provide the receipts for the out-of-pocket rental vehicle expenses for review. 
  
  CarMax contacted MaxCare by email on the same day to request more information about the repair claim that was submitted. MaxCare responded to CarMax and advised that the repair claim was submitted by European Auto on or about May 28, 2024, with a repair order dated May 16, 2024. ******* stated that the conversation on or about May 28, 2024, was to collect all the concerns and repair estimate and to schedule a MaxCare inspector to review the Vehicle. MaxCare received the Vehicle inspection report on or about May 29, 2024, and determined that the repair claim recorded that the owner of the Vehicle stated all repairs were approved, and that the inspector determined that all the repairs had been completed and no old parts were available for inspection. The Vehicle had new motor mounts, front lower control arms, new struts, left rear axle, water pump, and thermostat housing, no leaks or impact damage were present, and the engine was running normally. MaxCare denied the repair claim on or about May 30, 2024, because there was no prior authorization to complete the repairs and no failures could be identified with the Vehicle. 
  
  According to CarMax business records, CarMax contacted European Auto on or about June 7, 2024, and paid the outstanding repair bill, totaling $9,044.59. CarMax also committed to reimbursing ********************* for any out-of-pocket expenses for a rental vehicle. CarMax contacted ********************* on the same day to share the update that the repair invoice had been paid and the vehicle was ready to be picked up from European Auto. ********************* provided the receipts for the rental vehicle expenses to CarMax Customer Relations by email on the same day. 
  
  According to CarMax business records, CarMax processed a reimbursement of $504.23 for the out-of-pocket rental expenses paid by ********************* on or about June 11, 2024. This reimbursement would be sent in the form of a check to the mailing address CarMax has on file for ********************* and is expected to be delivered within ***** business days. CarMax contacted ********************* and left a voicemail to share this update regarding the Vehicle and reimbursement check. CarMax also contacted ************************* father to share the same updates. CarMax Customer Relations contacted ********************* on or about June 11, 2024, and June 12, 2024, and left voicemails to confirm if the Vehicle had been picked up from European Auto and to share information regarding the reimbursement for the rental expenses. ********************* did not respond to CarMax Customer Relations. 
  
  ********************;is a valued CarMax customer. ********************** invites ********************* to contact us with any outstanding questions or concerns. CarMax can be reached at **************. 
  
  CarMax appreciates the chance to respond to *********************** complaint and considers this matter closed. 
  
  Sincerely, 
  **********************;
  Analyst, Customer Relations

  Customer response

  06/14/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Account number: 2014 CHEVROLET MALIBU - ******** August 2023 I purchased a 2018 Chevrolet Malibu for my teen son as a birthday present. From day one there were battery issues with the car and in January the cars motor blew while my son was driving it. I filed for bankruptcy in October 2023 and opted to surrender the car in the bankruptcy which was finalized and discharged February 2024. In March 2022 I contacted CARMAX by phone to inquire about when the car would be picked up. I was told that a repossession would have to be done first. I stated that this is not a repossession, it's a surrender and the car needs to be picked up. On May 2, 2024 I mailed CARMAX a demand letter stating that this car would begin accruing a storage fee for being left on my property and that after 15 days from receipt of the demand letter I would have the car towed from my property. The demand letter also stated that payments they received during bankruptcy thanks to automatic draft from my bank account needed to be returned as well. Carmax has not made contact, has not picked up the car, and has not remitted payment as demanded. I mailed out two certified letters, one to the CARMAX home office in *******, ** and the other to the CARMAX payment processing center in ************, **. Carmax currently owes me $621 in car payments received during bankruptcy. $1300 in storage fees as of today June 5, 2024 9$100 per day car remains on property)Any additional fees I incur in getting this car off my property.

  Business response

  06/21/2024

  Please see the attached response.

  Customer response

  06/26/2024

  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.
  
  I have provided proof of the payments of $621 that Carmax collected from me after I filed Bankruptcy and have refused to return after I have requested for them to.  I filed for bankruptcy September 29, 2023. There were automatic payments sent on October 13, 27, and November 10 in the amount of $207 each.  

  As Carmax admitted in their correspondence I called in March for them to come pick the car up.  I then mailed certified letters requesting the car be picked up.  This car still sits in my yard today June 26, 2024.  Carmax has not made an attempt, nor have they contacted me for pickup.  The car has been in the same location and has been available for pick up.  I can obtain statements from my community stating that this car has been in the same spot since last year at the address CARMAX has on file as of date of purchase. The car is collecting dust and spider webs and some neighbors have stopped by to inquire about the car because the car has not been moved and is just sitting

  I called the number provided in the correspondence from CARMAX and on a recorded line the representative told me that they have repeatedly tried to get a hold of their pickup vendor to pick up this car and have not been successful.  I just got off the phone with him on this date June 26, 2024, at 1015 eastern.  So, I would like to know why CARMAX is saying in their response they can't locate the vehicle when the representative verified, they have the right address, and the issue is the vendor not responding, not me.  He specifically stated that the vendor who is assigned to pick up the vehicle is not responding to their inquiry after multiple attempts. 

  
  
  Regards,
  
  ***********************
  
  
  
  

  
  

  Business response

  06/28/2024

  As previously stated in our response, if ************ would like to discuss her account further she can contact ***************************, **************** Manager, during business hours (Monday through Friday: 9am to 6pm ET) at **************. 

  Customer response

  06/28/2024

  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.
  
  I did contact that number and thats the number that told me that can't get their vendor to respond to their inquiries and resolve the matter that I am having.  
  
  Regards,
  
  ***********************
  
  
  
  
  

*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. ↩