ComplaintsforCarMax , Inc.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car form Carmax in March of this year it has now been almost 6 months that’s I have had the car. When I got the car I was lied to and told nothing was wrong with it. Within a month of having it the battery needed to be changed out it kept shutting off while driving and not coming back on. I reached to carmax multiple times to get the issue fixed. My car was at the Chrysler dealership they were waiting to hear back from the service manager about getting payment for services. Get the car back more issues happened had to go back to Chrysler again it took multiple times multiple complaints even called the carmax hr department got a complaint made on file for no communication. Long wait times nobody doing there jobs. Get the car back more issues happened had to get it to carmax it’s been there for a month now multiple phone calls later. Two hr complaints later on file still get no communication about my car or what they are doing to help me all they say is they are working it.

  Business response

  09/28/2021

  Thank you for forwarding the complaint dated August 31, 2021, regarding the Vehicle purchased from the CarMax location in Mobile, AL (“CarMax”) on or about March 3, 2021.  In the complaint, *** ******* expresses frustration with the Vehicle experiencing ongoing repair concerns since purchase. *** ******* requests that CarMax either issue a down payment refund and the car payments already made on the Vehicle, or a new vehicle with the same terms.
  
  CarMax is happy to report that we’ve been in touch with *** ******* since receiving the BBB complaint. CarMax completed an appraisal buyback on the Vehicle on or around September 3, 2021.
  
  CarMax appreciates the opportunity to respond to this complaint and address ********* concerns. CarMax considers this matter closed. If you have any additional questions or would like to discuss this concern further, please contact ***************
  
  
  Sincerely,
  
  Samantha G******
  Analyst, Customer Relations

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/10/21 I paid for a transfer of a 2020 Lexus from Flordia to Louisiana. I was advised of the 21 day shipping estimate, 72 hour arrival inspection timeline, and 8/30 delivery date. On 8/18 I began contacting the call center due to no further updates except the vehicle passed inspection, a carrier was assigned, and the vehicle was ready to ship on 8/11. From 8/21-8/31 I have contacted the call center and a personal number of a sales rep at Shreveport. On 8/25 I spoke with Fern (FL) who arranged for the vehicle to be picked up that day after 15 days by Carmax fleet instead. 8/28 expected to arrive on 8/31 by 4:59 pm per a representative. 8/31 rep Charles J**** informed delivery was 8/31 evening. 8/31 Toni rep informed it was a 9/12 delivery that is still in transit with no tracking information. It is 8/31 and the vehicle is nowhere to be found. The Shreveport sales manager stated I would be contacted by her on 8/31 per the Flordia sales manager, no callback received.

  Business response

  09/29/2021

  Thank you for forwarding the complaint dated September 1, 2021, regarding *** ********* ongoing shopping experience at the CarMax store located in Shreveport, LA (“CarMax”). In the complaint, *** ******** states that on August 10, 2021 she paid to have a vehicle transferred to her local CarMax store, was advised of a 21-day shipping estimate, 72-hour inspection period, and estimated delivery date of August 30, 2021.  From 8/21 – 8/31 she contacted CarMax for updates.  On 8/31, she was informed that the delivery date for the vehicle was 9/12, and that the vehicle was still in transit.  *** ******** states that the Shreveport Sales Manager committed to contact her on 8/31, but she received no callback.  She requests to be contacted by CarMax, a refund and/or store credit.

  
  According to CarMax business records, CarMax has been in contact with *** ******** since receiving this complaint, working to turn her experience around and finalize the sale.  On or about September 3, 2021, *** ******** purchased the 2020 Lexus UX 250H from CarMax.  As a gesture of goodwill for any inconvenience she experienced, CarMax refunded *** ********* transfer fee, offered her our MaxCare extended service plan at a reduced price, as well as provided her **** in service vouchers. As of September 7, 2021, other than some concerns with the gas mileage on the interstate, *** ******** seemed satisfied with her purchase. 

  
  Upon review, CarMax has fulfilled *** ********* request.  *** ******** is our valued customer.  If she has any outstanding questions or concerns, we encourage her to reach out to CarMax at ***** ********* 

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

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

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle at the Short Pump Car Max. The vehicle has air conditioning. I have had to return to Car Max 3 times now as the air conditioning failed within days of each visit. It has now failed again. This car was purchasing on July 27th 2021. There is an obvious problem with the air conditioning in this vehicle that Car Max will not repair.

  Business response

  10/01/2021

  Thank you for forwarding the complaint dated September 1, 2021, regarding the Vehicle *** ****** ****** purchased from Richmond, VA (“CarMax”) on or about July 27, 2021. In the complaint, *** ****** shares concerns relating to the Vehicle’s AC. As a result of these concerns, *** ****** requests that CarMax complete repairs to the Vehicle.
  
  CarMax offers a 90-Day, 4,000-Mile Warranty with each vehicle we sell. *** ****** brought the Vehicle to a RepairPal facility on or about August 16, 2021 where repairs were completed to the AC unit. CarMax took care of repair costs under the 90-Day Warranty. According to CarMax’s business records, *** ****** scheduled a service appointment with Lynchburg location on or about September 2, 2021. *** ****** did not show up for the scheduled appointment, and did not respond to attempts from CarMax to reach him by phone. CarMax made additional attempts to connect with *** ****** by phone since receiving his complaint and has not been able to make contact. CarMax has not seen the Vehicle since purchase, and would encourage *** ****** to call back at ***** ******** ext. 4 or reach back out to the RepairPal facility that completed the AC work.
  
  CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.
  
  Sincerely,
  Kaitlyn C*****

  Customer response

  10/06/2021

  I was in Washington state on 8/16/21, and the car was not serviced at that time.  I brought the car to Carmaz in Lynchburg on 8/25/21 to resolve the issue.  I received a call on 8/27/21 stating the car was fixed by the Lynchburg location, which made the 9/2/21 appointment unneccessary.  The AC quit working again on 8/28/21.  The issue has  not been resolved.  I called the Richmond location of Carmax on 10/5/21 and left a voicemail, and I am still waiting for a response.
  Regards,
  
  ****** ******
  
  
  
  
  

  Business response

  10/13/2021

  Thank you for forwarding *** ******’s rebuttal dated October 6, 2021, regarding the Vehicle purchased from the CarMax store located in Richmond, VA (“CarMax”) on or about July 27, 2021. In the rebuttal, *** ****** states that the A/C concern has not been resolved, that he called CarMax on October 5th, but is still awaiting a response.

  
  According to CarMax business records, CarMax attempted to reach *** ****** on or about October 11th.  A voicemail was left with our Richmond Service Manager’s direct contact information so we could set up an appointment to evaluate his Vehicle. 
  

  *** ****** is our valued customer.  We’ll be happy to discuss his outstanding concerns, and work with him to address them.  We encourage him to contact his local CarMax team at his earliest convenience at ***** *********  We’ll continue working to address and/or speak to his outstanding concerns.

  
  CarMax appreciates the opportunity to respond to this complaint, and we look forward to hearing from *** ****** to see how we can assist from here.

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

  
  

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2016 toyota camry and within less than a month the vehicle started giving me problems. I wanted to exchange it but they said since I drove more than 1500 you cannot return the car and we cannot fix the issues you are having. They said the only option is maxi car and since you purchased it you can now use it accordingly to what you have left. Its still under warranty so everything must come out of my responsibility I must pay for the repairs even though it's been a month and 3 days. This vehicle has problems exhilarating and it wanted to stop various times and the brake system did not want to work so well shaking etc. As of today I have not worked and had no loaner car I had to pay for Uber to take me home.

  Business response

  09/10/2021

  
  
  Thank you for forwarding the complaint dated August 31, 2021, regarding *** ****’s request to have her vehicle repaired at no cost due to the amount of time she’s had it since purchase. *** **** states within less than a month of having the vehicle it started giving her issue. She says she attempted to return the vehicle but was outside the mileage to do so. When she asked for it to be repaired, she states she was advised she was able to use the Maxcare Extended Warranty purchased.

  
  According to CarMax business records, *** **** purchased this vehicle on July 24, 2021. With the Love Your Car Guarantee, customers can return the vehicle within 30 days and 1500 miles. *** **** notified us on August 30, 2021, about her concerns with the vehicle. At that time, she had exceeded the 1500 miles and the 4,000-mile limited warranty. However, as a courtesy, we repaired *** ****’s concerns at no cost to her.

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

  
  Sincerely,
  Kay ****
  Analyst, Customer Relations

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a car from Carmax in 2018 and since then the car has been totaled and written off as profit and loss . Carmax is still reporting late payments on a charged off account to credit bureaus monthly that is illegal. I want them to please remove account altogether as they have been reporting late payments and it has been charged off . Account number ******** in credit report .

  Business response

  09/15/2021

  Please see the attached response. 

• Initial Complaint

  08/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my 2017 Ford Escape from Carmax in Louisville in May 2021 and still do not have a permanent plate. It is impossible to get through to a live person when calling this location. I have been emailing an employee trying to get an extension on my temporary plate since July and have not received a response to my emai, a call, or the extension. I need Carmax to contact the department of motor vehicle to find out what the delay is in getting the permanent plate and facilitate its issuance. This has been going on over 3 months and Carmax's customer service has been poor. Reference attachment for VIN, make and model of vehicle.

  Business response

  09/24/2021

  Thank you for forwarding the complaint dated August 31, 2021, regarding the Vehicle *** ******** purchased from the CarMax location in Louisville, KY (“CarMax”) on or about April 2, 2021. In the complaint, *** ******** expresses concerns over the Vehicle’s registration and permanent license plates. *** ******** is requesting that CarMax extend the temporary tags and have the permanent plate issued by the Indiana Bureau of Motor Vehicles.

  
  According to CarMax business records, *** ******** provided an email record of communications with CarMax management ranging from March 2021 through August 2021. Per the email communications, CarMax management informed *** ******** that the title packet was sent to the Indiana Bureau of Motor Vehicles on or about June 9, 2021. According to CarMax business records, CarMax management called *** ******** on or about June 25, 2021, and received an automated message that the contact number was no longer in service. CarMax management emailed *** ******** on or about June 25, 2021, informing her that she needs to visit the Indiana Bureau of Motor Vehicles to obtain the registration and permanent plates. There has been no response to those communication attempts to *** ********.

  
  Management from CarMax attempted to contact *** ******** again via phone and email on or about September 21, 2021, to inform her that the plates and registration should be available at the Indiana Bureau of Motor Vehicles. CarMax has been unsuccessful making contact with Ms. ******** despite making several attempts. CarMax is committed to providing all the needed information and answering any outstanding questions regarding the Vehicle’s registration and permanent plates. CarMax encourages *** ******** to contact the CarMax Business Office to continue assisting. The Business Office can be reached by calling (**** ******** and selecting option 3.

  
  CarMax will continue to provide information to *** ******** should she make contact via phone or email. We look forward to resolving this fully once the permanent license plates are received by the Indiana Bureau of Motor Vehicles. CarMax appreciates the chance to respond to *** ********’s concerns.
  
  Sincerely,
  
  Alexis S******
  Analyst, Customer Relations
  

  
  

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from Carmax on 7/14/21, and after three weeks of owning it, it broke down. My check engine light is on and it will barely drive. I have reached out to them multiple times, but have gotten transferred to different departments or even hung up on. I have just barely owned it for a month, and I’m making **** payments on a car that doesn’t run. I need to get this properly handled, but the store refuses to fix this problem.

  Business response

  09/28/2021

  Thank you for forwarding the complaint dated August 30, 2021, regarding the Vehicle purchased from the CarMax location in Beaverton, OR (“CarMax”) on or about July 15, 2021. In the complaint, *** ****** expresses frustration with the Vehicle experiencing ongoing repair concerns since purchase. *** ****** requests that CarMax exchange the Vehicle.
  
  According to CarMax business records, *** ****** purchased the Vehicle on or about July 15, 2021, with the odometer reading on or around 50,659 miles. CarMax offers a 30-Day Money-Back Guarantee on every vehicle it sells. Additionally, CarMax provides a Limited Warranty for 90 days or 4,000 miles (whichever comes first) and it goes into effect on the day the Vehicle is purchased. CarMax also offers customers the option to purchase a MaxCare Extended Service plan which *** ****** purchased.
  
  According to CarMax business records, after receiving *** ******' BBB complaint Service Manager, Sivapol I********** contacted *** ****** on or around August 31, 2021. *** ****** did not answer and Service Manager Sivapol I********** left a voicemail with detailed information and requested a callback. According to CarMax business records, the Service Manager, Sivapol I**********, spoke with *** ****** on or around August 31, 2021. During the call, *** ****** stated she was in Arizona at school. Service Manager, Sivapol I********** contacted the Tolleson, AZ CarMax service department and provided them with *** ******' information to schedule an appointment to have the Vehicle diagnosed.
  
  According to CarMax business records, *** ****** brought the Vehicle to the CarMax service department in Tolleson, AZ on or about September 7, 2021, to have the Vehicle diagnosed. At the time, the Vehicle’s mileage was at or about 54,724. During the scheduled appointment, *** ****** reported concerns that the Vehicle's check engine light was on. During the scheduled service appointment, CarMax diagnosed the Vehicle and determined the check engine light was appearing due to a knock sensor code stored. CarMax sent the Vehicle to a Hyundai manufacturer service center for repairs. During the repair, CarMax provide *** ****** a rental vehicle at no cost. The repairs were completed under CarMax's Limited Warranty and under the Vehicle's manufacturer warranty at no cost to *** ******. *** ****** picked the Vehicle up from the Hyundai manufacturer service center on or about September 24, 2021. The Hyundai dealership returned the rental vehicle to Enterprise for *** ******.
  
  CarMax declines *** ******' request to exchange the Vehicle as the Vehicle is outside of CarMax's 30-Day Money Back Guarantee time window. CarMax remains committed to ensuring *** ****** feels confident in the Vehicle. CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.
  
  
  Sincerely,
  
  Samantha G******
  Analyst, Customer Relations

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/15/2021 I called to cancel the CareMax and GAP products I had purchased as I no longer owned the vehicle. Was told that I would receive an email with instructions and forms for canceling and getting a refund. Called again on the next day as I hadn't received an email and was told again that I would receive an email. Had to call back again for the third day in a row because I hadn't received an email. At this point, I had not owned the vehicle for a total of 3 days. Finally, they sent an email with a statement that the forms had to be returned that day or my refund rate would change, they dated it for that day and not 3-days earlier when I had originally called to cancel or when I had sold the car. Now over 2-weeks later and the bank that originally financed the car still hasn't received a check for the refund so I'm waiting for more than ***** of my money that these people are just sitting around on.

  Business response

  09/28/2021

  Thank you for forwarding the complaint dated August 30, 2021, regarding *** ******’s MaxCare plan and GAP plan cancellations for a vehicle he purchased from CarMax, and no longer owns.  In the complaint, *** ****** states that on August 15, 2021, he called CarMax to cancel his MaxCare and GAP plans.  He states he was told he’d receive an email with instructions and paperwork for cancellation.  He received no such email until three days later.  That email stated that the forms would need to be returned that same day or his refund rate would change.  He states that his bank with whom he financed still had not received a check for the refund over two weeks later.  *** ****** requests his refund.

  
  According to CarMax business records, the refund was processed by CarMax and sent to ****** on or about August 20, 2021 via ACH, and received by ****** on or about August 23, 2021.  ****** informed us that the refund may take up to thirty days from that time to be delivered to the customer.  We informed *** ****** of this via email on or about August 31, 2021, and directed *** ****** to contact ****** directly if he has any additional questions. 

  
  On or about September 13, 2021, CarMax received an email from **** ****, Manager of Accounting Operations at ****** *******.  Per ******* the warranty check numbered ****** in the amount of *********, was mailed to *** ****** on September 13, 2021.  The GAP refund check numbered 246102 in the amount of ******* was mailed to *** ****** on September 9, 2021.  CarMax relayed this information to *** ****** on or about September 13, 2021.

  
  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

  08/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had a appointment to pick up car on Saturday 8/21/2021. Their process sign all paperwork gave cashiers check for $********* then go take possession of car. While checking car safety issues were determined. Told them issues needed to be resolved before accepting car. On Sunday decided to not purchase car. On Monday tried to recover check but check had already been deposited to their account. Now I am trying to get my money refunded. Told check would be in my hands by the end of week have not yet received my refund. I am 77 years old & I don’t need the additional stress plus being taken advantage of.

  Business response

  09/29/2021

  Thank you for forwarding the complaint dated August 31, 2021, regarding the Vehicle *** ***** ***** purchased from White Marsh, MD (“CarMax”) on or about August 21, 2021. In the complaint, *** ***** shares concerns relating to a refund check. As a result of these concerns, *** ***** requests that CarMax provide her refund as quickly as possible.
  
  CarMax connected with *** ***** upon receiving her complaint. Due to *** ***** electing to purchase the Vehicle on or about August 21, 2021 the paperwork and process to finalize the sale took place that same day. As a result, the cashier check that *** ***** used to purchase the Vehicle was deposited that evening. According to CarMax’s business records, *** ***** requested a second key to the Vehicle which is not provided by CarMax. *** ***** then decided to utilize CarMax’s 30-Day Money Back Guarantee and return the Vehicle. In the return agreement paperwork that *** ***** signed upon completing the transaction, CarMax notes that the approximate timeline to receive a refund for cash or check purchases is 7-10 business days. Upon receiving *** *****’s complaint, CarMax partnered with accounting to expedite the refund. *** ***** picked up the check in person from CarMax on or about September 6, 2021.
  
  CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.
  
  Sincerely,
  Kaitlyn C*****

• Initial Complaint

  08/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I did an online appraisal to sell my vehicle with Carmax on Friday, 08-27-2021. I made an appointment for 6:00 pm. Carmax completed the appraisal and told me that I would be receiving a call the next morning between 9-10 after they spoke to the lien holder. Because my father who is also on the title lives in Florida, we asked them what we could do since he was leaving the next day. They had us sign POAs. I had to call the next day and wait on hold for almost an hour. I was finally told that I could come in. The address was incorrect on my paperwork including the check that they gave me. We pointed this out. They became very rude and said they had to void it and could only write a paper check. The check they gave me has no security stripes on it at all. I called them on Sunday asking to speak to a manager. They have just argued. I keep asking for a manager and I keep getting told that there is nothing that they can do.

  Business response

  09/28/2021

  Thank you for forwarding the complaint dated August 30, 2021, regarding **** **************’s CarMax experience when selling her vehicle to us in late August at the CarMax located in Dayton, OH.  In the complaint, **** ************** states that she and her father, who is also on the title as a co-owner, visited CarMax to complete the transaction before he was to go back home to Florida, where he lives.  She states that the address on her paperwork and check was incorrect.  She states that when she pointed this out, the CarMax associates assisting her became very rude, and informed her that we would have to void it and could only write a paper check.  She also states the check she received had no security stripes on it.  She states that when she calls and asks to speak with a manager, she’s told there is nothing we can do.  **** ************** requests that she be contacted by CarMax.

  
  CarMax uses a bank draft as a method of payment and a secure form of deposit for our customers who sell their vehicles to us.  We do not use checks per **** **************’s complaint.  Bank drafts cannot be cashed like normal checks, they must be deposited.  Once deposited into the customer’s account, the funds are routed through the Federal Reserve. We usually release those funds within 48 hours, but processing times do vary by bank, so we encourage customers to contact their bank directly to ask if they are able to make these funds available to them sooner.

  
  According to CarMax business records, the address came from the registration under the father’s name.  A clerical error was made when keying in the zip code.  Unfortunately, we are unable to edit information once the transaction has been tendered.  We issued the customers a bank draft, and informed them to contact us on the following Monday if they had any issues depositing it.  In the event there were issues, we committed to speaking with the bank to help resolve the issue, as we typically don’t have any issues with banks accepting our bank drafts.

  
  **** ************** and her father were co-owners of the vehicle in question, and in Ohio, this means that the bank draft issued must be made out to both parties on the title.  She asked that we remove her father from the bank draft, but we could not accommodate that request per requirements in the state of Ohio.  At the time this transpired, our Location General Manager, Dan, at CarMax Dayton spoke with the customers to discuss their concern.  Dan also attempted to reach **** ************** at the phone number we have on file twice on or about September 27, 2021.  He did not successfully make contact, but left a voicemail with his contact information so that we may address any outstanding questions or concerns they have.

  
  **** ************** is our valued customer, and we’ll be happy to discuss her outstanding concerns.  We encourage her to contact CarMax at her earliest convenience at ***** ********, or respond to the aforementioned voicemail from September 27th.

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

  
  Sincerely,
  Matthew K****
  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. ↩