ComplaintsforCarMax , Inc.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Car was purchased 7/24. Dealership was contacted on 7/28 and made aware that alignment was severely off, and skid plate was hanging down in the front. Was given an appointment a month away to remedy issues, despites pleas that this could not be safe, and informing them that I had just had a newborn foster baby placed with me two days before that. Young adult son borrowed vehicle 7/31 and vehicle crashed due to issues mentioned above. Dealership refuses to take responsibility or help cover repairs.

  Business response

  10/07/2021

  Thank you for forwarding the complaint dated September 8, 2021, regarding the Vehicle purchased at the CarMax store located in Beaverton, OR (“CarMax”) on or about July 24, 2021.  In the complaint, *** **** states that she informed CarMax of an alignment concern as well as a hanging skid plate on July 28th.  CarMax scheduled an appointment to address the concerns about a month later.  *** **** states that her son borrowed the Vehicle on July 31st, and claims the vehicle crashed due to these issues.  She requests that CarMax reimburse her for the cost of the repairs.

  
  All CarMax vehicles are inspected and CarMax certified before being sold, and while we certainly don’t expect mechanical issues to arise in our vehicles, it’s impossible to anticipate a mechanical issue that might occur with a preowned vehicle, which is why we offer the Limited Warranty for 90 days or 4,000 miles (whichever comes first), and it goes into effect the day a customer purchases their vehicle.  

  
  According to CarMax business records, on or about August 4, 2021, *** **** submitted a survey to CarMax stating essentially the same thing she states in her BBB complaint.  *** **** had the vehicle towed to her local CarMax store (our Clackamas location) in Milwaukie, OR.  During partnerships with our Clackamas location, based on inspection of the Vehicle in Clackamas, and information the tow-truck driver shared, we learned that the Vehicle was involved in a police matter, and determined the tire damage was not caused by an alignment issue or mechanical failure, but rather unsafe operation of the driver.  We relayed our findings to *** ****, and directed her to file a claim with her insurance provider.  She acknowledged that she understood, but did state that she might seek a lawyer.

  
  Attached are photos of the Vehicle taken by CarMax when the Vehicle was towed in.  Based on this photo evidence, CarMax concludes that the damage sustained to the Vehicle is representative of driving on the rims for a significant amount of time at high speeds.  This is consistent with what we were told by the tow-truck driver.

  
  Upon review, CarMax declines *** ****’s request for reimbursement for these repair costs, as we believe, based on the available evidence, that the damage sustained is consistent with abusive driving, not any alignment or mechanical concerns.

  
  CarMax appreciates the opportunity to respond to this complaint, and considers this matter closed.

  
  Sincerely,
  Matthew K****
  Analyst, Customer Relations
  
  
  

  
  

  Customer response

  10/07/2021

  
  
  
  The initial tire blow out was caused due to malfunction of the vehicle. The skid plate came off and caused the tire to blow out at a high speed on the highway, which caused a completely unsafe condition.
  
  
  Regards,
  
  
  ******* ****
  
  
  
  

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used carmax auto financing for 5 months starting 04/20/21 at 15%. My car was financed at 6 years and **** a month. I paid 5 months (04/20/21-08/20/21) **** each month for a total of *****. While at my Credit union on 09/03/21 my credit union offered me a refinance at 2.4%. When my credit union called to get the payoff price, they were told just over ****** The car was financed for *****. Meaning Carmax told the bank i paid **** in 5 months even though i paid *****. I called carmax on 09/07/21 and an operator refused to patch me through to anyone to talk about this and kept sayin it was my problem because i signed a contract. The operator kept saying all extra money went to pay off the interest. I stated that would be interest over 6 years, they had it for 5 months. The operator stated that was my problem, they will not give the money back.

  Business response

  09/21/2021

  Please see the attached response.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased the car on August 3rd 2021. I was told that the wait was longer than usual because their signature pads were down. When I got my car to make sure there weren't any issues, I told the seller that I needed the second key, she said "we owe you that" and added it to the paperwork. I also told her that a warning came up in the dashboard, indicating there was an issue with a light. She took it back to the shop and said they couldn't figure it out but to bring it in when I get my key fob. See the word document attached for additional encounter information. Thank you.

  Business response

  10/05/2021

  Thank you for forwarding the complaint dated September 8, 2021, regarding the Vehicle *** ***** purchased from White Marsh, MD (“CarMax”) on or about August 2, 2021. In the complaint, *** ***** shares concerns relating to the Vehicle’s key and repair items. As a result of these concerns, *** ***** requests that CarMax complete repairs to the Vehicle and provide the key.
  
  CarMax contacted *** ***** upon receiving her complaint. CarMax confirmed with *** ***** that the key was available and that the other unaddressed repairs would be completed under CarMax’s 90-Day, 4,000-Mile Limited Warranty. CarMax has coordinated with *** ***** to set an appointment date of October 5, 2021 to have repairs completed. CarMax will provide *** ***** with a loaner vehicle during this time.  Should *** ***** need additional assistance in the meantime, CarMax encourages her to reconnect with the White Marsh service team by calling (410) ******** **** **
  
  CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.
  
  Sincerely,
  Kaitlyn C*****

• Initial Complaint

  09/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I visit Dayton, Oh location 09/05/2021. to get an appraisal. I was informed what is was appraised for *********. Proceeded to trade truck in which I have been dealing with this company for sometime which I am in their system. I had to go through a security clearance which is a system the company now use *********** **** *********** I was not able to pass due to another person has the same name whom lives in a different state! I kept telling the company this person is not me, my social security and all the information they have in their system should show this! I was told to contact the credit bureaus to solve. Which this would take weeks! This should never have happened.. my social security and my license are proof. I feel it the security system they are using that have inaccurate info. This could been resolve by them contacting NexisLexis due to false information as their data is wrong. Carmax knows I am not this person. Also, the sales guy was very i knowledgeable.

  Business response

  09/14/2021

  
  
  Thank you for forwarding the complaint dated September 7, 2021, regarding *** ********* concerns about the sales verification process. *** ******* mentioned that he believes the ***** ***** system used for verification has inaccurate information which prevented him from being verified despite having his license and social security card in hand. He is requesting we contact ***** ***** to resolve the error.
  
  According to CarMax business records, the customer visited our Dayton store location on September 5, 2021, and ran a finance application. The finance sources requested an ID quiz, which is to be completed through a system we use call ***** *****. CarMax is not responsible for the information ***** ***** chooses to use during the quiz. The customer was not able to pass the quiz. Despite the store’s efforts to resolve this, no exception could be made, even with confirming the previous information used to purchase from us in the past. The store team was advised that the customer must pass the quiz. The customer revisited the store location on September 8, 2021. He was able to pass the quiz to complete the purchase.
  
  Based on this information, we recommend *** ******* contact Nexis Lexis directly with any concerns he has about any information they have on file for him.
  
  CarMax appreciates the opportunity to respond to this complaint and address *** ********* concerns.
  
  Sincerely,
  Kay K***
  Analyst, Customer Relations

  Customer response

  09/15/2021

  [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 ** ********, 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: ****************************

  But I do recommend Carmax to really consider contacting ********** due to them being contracted with them. This probably has not only happened Tom me. Again, Carmax needs to contact this company for future clients that this may happen too.. and since I am a valued customer.. it should have not been handled differently 

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

  
  

• Initial Complaint

  09/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Carmax has opened a car loan under my name. After sending in a FTC report stating that this is not my account, Carmax has refused to remove this fraudulent account from my consumer credit report. This error and inaccuracy is causing me mental and financial hardship. My credit has no blemishes except this fraudulent account that is being voluntarily reported to the 3 credit bureaus (******** *********** ********). Also after reviewing each credit report, they all have different information reporting for this loan. I have sent in a factual dispute to CarMax specifying the inaccuracies in their reporting and as a result of that, I've found that none of the information matches with what is being reported to the other credit bureaus. CarMax has been violating my Consumer Rights and I demand that this fraudulent account be removed from ALL of my credit reports immediately. If not, I will seek legal representation as well as submit a complaint to the Consumer Financial Protection Bureau.

  Business response

  09/22/2021

  Please see the attached response.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 08/12/21 my wife and I purchased a Jeep from CarMax in El Paso, TX. We traded in our 2016 Land Rover in order to purchase it. We were quoted the wrong amount for the payoff by over ******, which we then had to pay on the loan ourselves. We believe that it wasn't a mistake on the part of the business, but a deliberate misleading to get the payments under the **** that we were willing to pay. With the incorrect payoff amount, the payments came in at ****. If we had known that there would be an outstanding balance on the old loan after trading the vehicle in for the new one we wouldn't have done so. We have reached out to CarMax for some explanation as to the discrepancy, but we have been given the runaround. That's another reason that we have come to believe that the paperwork that they assured us was correct was indeed deliberately fraudulent.

  Business response

  10/06/2021

  Thank you for forwarding the complaint dated September 7, 2021, regarding the vehicle trade-in at the CarMax store located in El Paso, TX (“CarMax”) on or about August 12, 2021. In the complaint, *** ****** states that he traded in his 2016 Land Rover to purchase a Jeep from CarMax.  He states he was quoted the wrong payoff amount by over *********, which he then had to pay himself.  He believes this was not a mistake on CarMax’s part, but rather a deliberate attempt to mislead him to complete the sale.  He states he has since reached out to CarMax to get an explanation of this payoff discrepancy but has been given the runaround.  He requests a refund.

  
  According to CarMax business records, when *** ****** contacted CarMax about the payoff discrepancy, we learned that his MaxCare extended service plan cancelation for his trade had not yet been tendered.  CarMax processed the MaxCare refund on or about August 27, 2021 and sent the funds in the amount of ********* to ******* ***, *** ******’s lender, on or about August 30, 2021 via ACH payment.  ******* ***’s typical turnaround time for processing is one to five weeks.  Once processed, ******* *** will issue a refund directly to *** ****** in the appropriate amount.

  
  If *** ****** has any outstanding or unaddressed concerns with CarMax, we’ll be happy to assist to the best of our ability and can be reached at ***** ********.  If *** ****** has not yet received that refund from ******* ***, we encourage him to contact ******* *** directly for an update on that.

  
  Upon review, CarMax has fulfilled *** ******’s request.

  
  CarMax appreciates the opportunity to respond to this complaint, and considers this matter closed. 

  
  Sincerely,
  Matthew K****
  Analyst, Customer Relations

  
  

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’ve been getting the run around from CarMax since July. The service received at the south lake location was atrocious. I decided to purchase a vehicle at different CarMax and the south lake location was responsible for paying off a difference on my loan and they still haven’t done more than 30 days later . I traded my car in on 7/31 and the max was suppose to cancel on that day but they waited until 8/20 to cancel which is going to leave me with a balance owed . I sent a email back to the manager Joshua and of course he did not respond. No one is trying to assist in rectifying the situation , it’s a blame game. I need for them to fix their error and practice blameless problem solving instead pointing fingers . I need for them to pay off my loan as stated in the legal document I received stating they will.

  Business response

  09/15/2021

  
  
  Thank you for forwarding the complaint dated September 3, 2021, regarding the Vehicle *** ***** purchased at the CarMax location in Stockbridge, GA (“CarMax”) on or about August 22, 2020. In the complaint, *** ***** expresses concern that the loan on the Vehicle has not been paid in full following her trade-in of it in July 2021. *** ***** requests that the loan be paid off in full.
  
  According to CarMax business records, *** ***** completed the paperwork to trade in the Vehicle on July 31, 2021 at the CarMax location in Norcross, GA. As part of the trade-in process, CarMax issued two payments to settle *** *****’s loan: one for the remaining financed amount of the Vehicle, and the other for the prorated cancellation of the Vehicle’s extended service plan, which was added on to the financing at the time of purchase. CarMax successfully paid Blue FCU for the former portion, but the latter portion (for the extended service plan cancellation) was mistakenly issued to CarMax Auto Finance. This mistake happened because *** ***** initially financed the Vehicle with CarMax Auto Finance at the time of purchase, but subsequently refinanced with Blue FCU. The CarMax team responsible for refunding the canceled extended service plan still had CarMax Auto Finance on file as the Vehicle’s lien-holder. To correct the mistake, CarMax obtained an updated payoff quote from Blue FCU, and issued a supplemental check directly to them on September 8, 2021. Once processed by Blue FCU and applied to *** *****’s account, this will settle her loan and it will be paid in full.
  
  CarMax appreciates the chance to respond to this complaint and address *** *****’s concern.
  
  Sincerely,
  
  John A*****
  
  Analyst, Customer Relations 

• Initial Complaint

  09/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 11th I requested an extension for my July 2021 payment and was told by the associate I spoke to that I had made the 12 payments required (which I was told I would have to satisfy on two prior phone calls to CarMax) and the associate took down all of my information, processed the request, repeated several times that I had met all qualifications for the extension and it should be approved, leaving me no reason why it would not be approved. The extension was sent for review and several days later I received a call asking to make my payment which was now over 30 days past due! I was told that the associate made several mistakes and that I was suppose to make a payment to them on that day in order to receive an extension which I was not told. After a lengthily review, I was told an extension was approved but not the July one, on for the current month. They did not back date it, nor fix my credit. I did not want them to process the extension, but they did it anyway.

  Business response

  09/17/2021

  Please see the attached response.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchase a car with Carmax - Toyota Venza and love the car the salesperson was great. At the time of purchase I paid for GAP insurance. I was in a major car accident and the insurance company totaled the car. The GAP insurance was never paid during that time. I went to carmax several time and they assured me me that it would be paid for. I never followed up on thinking it was taken care of only to time find out yrs later it wasn't. I've tried to have this disputed on my credit report but unable to get any where and need this taken care off. The lender is Santander in the amount **********

  Business response

  10/01/2021

  
  
  Thank you for forwarding the complaint dated September 1, 2021, regarding *** ******* request to pay off the remaining balance owed on her vehicle that was deemed a total loss. *** ***** states she was in an accident and the insurance company totaled the car. She states the insurance paid their portion, but GAP never paid.

  According to CarMax business records, *** ***** purchased the vehicle on November 6, 2013, and the lienholder was Santander. In addition, *** ***** also purchased GAP (see enclosed GAP Waiver Agreement Form). We show GAP was paid out in November 2019.

  Based on this information, we recommend *** ***** review her coverage and contact her lienholder regarding any discrepancies with any amounts she still owes.

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

  
  Sincerely,
  Kay K***
  Analyst, Customer Relations

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from carmax in April 2019. The vehicle was a complete lemon and started showing signs after 2 months after the purchase. I brought this to the company's attention and they refused to uphold my warranty for months. I paid out of pocket for the repairs since I was unable to continue confronting them about these issues and needed something for transportation. After the vehicle almost fatally injured my passenger and myself, I tried to trade it in. Once the assessment was complete, it was brought to my attention that every issue I've been trying to rectify for over a year were legitimate. After speaking with the service manager and another manager, they finally agreed to uphold the warranty with no copayment. The repairs took weeks. During this time, the company now refuses to take their car back because "they fixed it". Ice made it clear i will not take the car back. The facility refuses to take it back unless I pay over ***.

  Business response

  10/01/2021

  Thank you for forwarding the complaint dated August 31, 2021, regarding the Vehicle *** ******** purchased from the CarMax location in Newport News, VA (“CarMax”) on or about April 4, 2019. In the complaint, *** ******** expresses concerns over mechanical repairs needed on the Vehicle. *** ******** is requesting that CarMax complete the needed repairs on the Vehicle.

  
  According to CarMax business records, *** ******** first contacted CarMax on or about August 5, 2021 to express concerns over the Vehicle’s transmission. CarMax scheduled a service appointment for the Vehicle August 9, 2021. On or about August 9, 2021, *** ******** took the Vehicle to CarMax, where a diagnosis was completed and determined an internal fault within the transmission. CarMax management informed *** ******** that the Nissan dealership offers a special coverage for this specific concern. CarMax sent the Vehicle to Classic Nissan dealership and a transmission replacement was completed. Classic Nissan dealership informed CarMax that the driver side front axle needed to be replaced. As a gesture of goodwill, CarMax management paid *** ********’s deductible for that repair.

  
  On or about August 19, 2021, the repairs were completed at Classic Nissan dealership and CarMax took the Vehicle back into their possession. *** ******** then came to CarMax to pick up the Vehicle. CarMax accepted *** ********’s request to complete all mechanical repairs, and the Vehicle is now back in her possession.

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

  
  Sincerely,
  Alexis S******
  Analyst, Customer Relations
  
  
  

  
  

  Customer response

  10/04/2021

  1. There repairs were made only after refusing to uphold the warranty for 2 years.
  2 I stated multiple times that I will not accept this vehicle even after the repairs were made. The manager and service manager at the time, agreed to this arrangement.
  3. After repairng the car, carmax refuses to keep it.
  
  
  Regards,
  
  
  ****** ********
  
  
  
  
  

  Business response

  10/15/2021

  Thank you for forwarding the additional message dated August 31, 2021, regarding the Vehicle *** ******** purchased from the CarMax location in Newport News, VA (“CarMax”) on or about April 4, 2019. In the complaint, *** ******** claims the Vehicle has been repaired but she no longer wants to have the Vehicle in her possession.

  
  Upon receiving *** ********’s additional concerns, CarMax management spoke with *** ******** regarding the process of a voluntary surrender of the Vehicle and suggested that *** ******** instead have an appraisal completed. For clarity, an appraisal is a process in which CarMax management inspects a vehicle and considers factors such as the year of the vehicle, mileage, condition, and market value in order to present an offer to purchase the vehicle. Appraisal offers are valid for seven days and redeemable at any CarMax location. The Vehicle was repaired by the Nissan dealership on or about August 19, 2021. The Vehicle was then returned to *** *******l. CarMax management completed an appraisal of the Vehicle on or about August 30, 2021 and offered *** ******** $**** for the Vehicle. That offer was not utilized and has since expired on or about September 6, 2021.

  
  After receiving *** ********’s rebuttal, we spoke with the Management team at the store level and confirmed that our offer to appraise the Vehicle is still available. If *** ******** wants to take advantage of our offer, she can contact the CarMax store team and they will be happy to complete a new appraisal offer on the Vehicle.

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

  
  Sincerely,
  Alexis S******
  Analyst, Customer Relations
  

  
  

*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. ↩