ComplaintsforCarMax , Inc.

• Initial Complaint

  08/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went in to get an estimate as to what they would purchase the car for. I had been driving all day for work throughout town. After giving them the keys and waiting for 30-45 min, i got my estimate, not what i was looking for. I left and got in my car; i turned it on and it started to make an odd noise nothing i had heard before, and as i started to accelerate massive amounts of smoke started to come out from the back and smelled like something was burning. I went back, because i felt something had to have been done while in their possession. I waited 15 min before someone came back with an answer. No actual answe was really given. They said it was like that when the turned on the car and ever did a full evaluation even though they gave me an estimated that suggested otherwise. I asked to talk to a manager with no luck. They said it’s my problem not theirs. I’m no mechanic but i don’t see how something that drastic could happen to my car when it wasn’t the case all day

  Business response

  10/01/2021

  hank you for forwarding the complaint dated August 31, 2021, regarding the Vehicle *** ***** ********* had appraised at Colorado Springs, CO (“CarMax”) on or about August 27, 2021. In the complaint, *** ********* shares concerns relating to the Vehicle’s mechanical quality and appraisal amount. As a result of these concerns, *** ********* requests that CarMax complete repairs to the Vehicle and/or provide an appraisal offer reflective of Kelly Blue Book.
  
  *** ********* brought the Vehicle in for an appraisal on or about August 27, 2021. Upon the start of the appraisal process, the Vehicle was turned on as part of the inspection. CarMax business records indicate that CarMax’s purchasing team noted a loud rattling and smoking coming from the engine. It was documented in the appraisal details and noted that the Vehicle was not taken on a test drive, per the normal appraisal process, as it was not deemed operational. This information was relayed to *** ********* in person upon the delivery of her appraisal. Ms. ********* acknowledged that the Vehicle was smoking earlier that day, and then retracted her comment. *** ********* elected not to move forward with selling the Vehicle within the 7-Day offer window. CarMax would be happy to reappraise the Vehicle should *** ********* decide she’d like to move forward with selling.
  
  Due to CarMax not operating the Vehicle after noting pre-existing engine conditions, CarMax declines *** *********’s request to complete repairs and/or provide an appraisal offer equal to the Kelly Blue Book number. CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.
  
  Sincerely,
  Kaitlyn C*****

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I will get right to the point. Carmax sold me a car that ended up with a failed clutch, missing parts, dirty engine oil, and fowled-up spark plugs. The state of this vehicle was the polar opposite of what Carmax promotes as their core values which are stated as: Do the right thing, Put people first. Carmax, knowing that I was driving 800 miles back to my home state, basically the sent me on my way in a car that was in no way roadworthy for such a trek, I considered myself lucky I made it back. By the time I returned the car back to Carmax the clutch was slipping under 30mph driving. Now that they have the car back, I have been struggling with carmax in order to get my money back. I have received multiple versions about how the refund process and no one seems to be able to give me a straight answer. I have lost all faith in carmax and based on the prodcut they sold me, I see no resolution in the horizon as far as my refund is concerned. I need the BBB to step in and investigate.

  Business response

  09/20/2021

  Thank you for forwarding the complaint dated August 30, 2021, regarding *** ******* concerns about a refund he has yet to receive. *** ***** states he purchased a vehicle and after having a few issues he decided to return the vehicle.

  
  According to CarMax business records, *** ***** purchased the vehicle on August 19, 2021, from our Potomac Mills store location. The customer returned the vehicle on August 22, 2021, and two refunds were initiated in the amounts of ********** and $********. It was refunded back to the card used to make the initial transaction.

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

  
  Sincerely,
  Kay K***
  Analyst, Customer Relations

• Initial Complaint

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Incident: August 25, 2021 Prior to meeting sales agent at the dealership I filled out the forms required to finance a car. I was approved for a loan from ****** *******. I uploaded the required documents for vehicle purchase. I consulted with a sales agent on the telephone to make sure everything looked appropriate and if anything else was needed. Shelia was very helpful and agent from Carmax in Ohio. She looked over the documents and said everything looked good, she made an appointment for me to meet a sales agent in person. I drove to the dealership and the moment I entered the dealership the sales people looked like I was bothering me. The sales person helping me asked me what I wanted. I said I have an appointment at 3 PM. They had my pay stub for a few days they could have told me before going in I would have to pay more for a down payment. He said they would have to redo my finance offer, redid a credit run, asked for a higher down payment.

  Business response

  09/09/2021

  
  
  Thank you for forwarding the complaint dated August 25, 2021, regarding the Vehicle *** ***** was interested in purchasing at the CarMax location in Salt Lake City, UT (“CarMax”). In the complaint, *** ***** expresses concerns about her finance application for the Vehicle. *** ***** requests that CarMax provide clarification for the reason that her application would need to be re-run, and clarification on the timeline for CarMax’s communication on this.
  
  According to CarMax business records, *** ***** visited CarMax in person on August 25, 2021, at the location in Salt Lake City, UT. However, *** *****’s required stipulation documents for her finance application were not all uploaded into the system by *** ***** and reviewed by the lender until August 25, 2021 – the same day as her appointment at the store. When *** ***** arrived at her appointment, the sales team on site determined upon final review of the application that the amount of income that could be proven on *** ******s paystub was less than what was in the original application. *** *****’s sales consultant advised that they would need to adjust and re-run the application to account for the significant change in income we could prove. The approval came back asking for additional down payment compared to the prior approval. The sales consultant was able to provide information to *** ***** regarding alternative options of financing the Vehicle.
  
  CarMax appreciates the chance to respond to this complaint and address *** *****’s concern.
  
  Sincerely,
  
  John A*****
  
  Analyst, Customer Relations 

  Customer response

  09/09/2021

  
  I have been looking to purchase a vehicle since June of this year and did upload the required paycheck for purchase. For the company to blatantly lie about me doing so is misleading. LaQuisha the customer service agent who reviewed my documents prior to me going into the South Jordan Carmax location said everything looked great and that she was excited for me to be getting into my new car! The amount of income provided is the amount I was promised when hired it’s not false information. For the company to accuse me of such is dishonest and unprofessional. I feel I was discriminated against. As you can see no apology was even offered on behalf of their carelessness instead they blamed me for their inconsistencies. 
  
  Regards,
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 Dodge Dart from Carmax. The A/C was supposed to be fixed upon pick up and was not. So I took it back to be repaired and it's now been there over 6 weeks. I have gotten very little communication from them. At one point when they had had it for 3 weeks I couldn't get a response from the service department so I called several other departments when someone finally said they would walk my info over to the service manager's desk and that told me he said he would call me back by lunch. That never happened so I called corporate who swore they would handle it and I have not heard from them since. After a lot of calling and being treated with disrespect I finally got ahold of the service manager. That also did me no good it's been another 3 weeks. All I am getting is lies, conflicting info and false promises. It's now at Dodge who I contacted Carmax even lied about contacting them. I have lost money on insurance and been making the payment on a car I haven't seen for 6 weeks.

  Business response

  09/09/2021

  Thank you for forwarding the complaint dated August 25, 2021, regarding the Vehicle *** **** purchased from the CarMax location in Loveland, CO (“CarMax”) on or about June 23, 2021. In the complaint, *** **** expresses concerns over mechanical repairs needed on the Vehicle and lack of communication regarding said repairs. She is requesting that CarMax complete the needed repairs to the air conditioning system.

  
  According to CarMax business records, *** **** first contacted CarMax on or about June 23, 2021 to express concerns over a malfunctioning air condition in the Vehicle. CarMax informed the customer that parts would need to be ordered to complete the repair and another appointment date was scheduled. On or about July 9, 2021, the customer bought the Vehicle back to CarMax for the previously scheduled appointment. CarMax diagnosed the Vehicle and determined there was a computer issue that needed to be repaired by a Dodge dealership. CarMax sent the Vehicle to a Dodge dealership, where they later found a failed sensor causing the air conditioner to not work properly. The sensor was replaced, and all repairs were completed.

  
  On or about August 27, 2021, management from CarMax picked up the Vehicle from the Dodge dealership and tested the repairs to ensure they were properly done. Upon confirming the repairs, management spoke with *** **** to make her aware the vehicle was ready for pickup. *** **** came into CarMax to retrieve her vehicle.

  
  CarMax completed the requested air condition repairs, and the Vehicle is now in *** ****’s possession.

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

  
  Sincerely,

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

  Customer response

  09/10/2021

  
  The car is still at Dodge because they have determined CarMax damaged the wiring harness while attempting to repair it. The car was supposed to be repaired at pickup when I bought it and wasn't. They were also supposed to replace the gas they used half a tank and did not. They lied about talking to Dodge among other things. This is not as cut and dry as they make it sound.
  
  

  Business response

  10/01/2021

  Thank you for forwarding the additional message dated August 25, 2021, regarding the Vehicle *** **** purchased from the CarMax location on or around June 23, 2021. In this message, *** **** claims the Vehicle needs mechanical repairs for ongoing service concerns and the Vehicle did not have a full tank of gas.

  
  Upon receiving *** ****’s additional concerns, CarMax management spoke with the Dodge dealership regarding the Vehicle. CarMax management was informed by the Dodge dealership, that there was a missed wiring issue and that was not properly diagnosed on the Vehicle during its last round of service at the dealership. CarMax management has been and continues to stay in communication with the Dodge dealership about the Vehicle repairs.

  
  After receiving *** ****’s rebuttal, we spoke with the Management team at the store level and confirmed that the Dodge dealership will completely and correctly repair the Vehicle then return the Vehicle directly to *** ****. CarMax Management has spoken with the Dodge dealership to assist with *** ****’s mechanical claim and have waived the deductible payment. *** **** has also provided receipt for a full tank of gas and will be reimbursed by CarMax.

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

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

  
  

  Customer response

  10/01/2021

  The main points are still being disregarded. CarMax is still not disclosing all of the information. CarMax Loveland is at fault for the wiring issue because they caused it while attempting to fix it. I drove my own car for a month because I was told it would only be a few days. After that I couldn't get in contact with anyone to ask for a loaner. So I am actually out 4 or 5 tanks of gas. Dodge had to give me a loaner. I contacted the CEO a week ago and have heard nothing. I still have to deal with this company for 5 years and they are making no attempt to make this right. Someone needs to be held accountable so this doesn't keep happening to people.
  
  
  Regards,
  
  
  **** ****
  
  
  
  
  

• Initial Complaint

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First, I had a car transferred to buy. I had a trade-in, it smelled terrible. I had cleaned and carmax honored the repayment with reimbursement. Then, I found out the car had not been service since 2018. It needed tires and brake fluid change to start. This went no where. Then, I wanted to buy my car back and since I had this one transferred I would just keep it. Both were hybrids and I was better off not trading it in. I was given the run around for close to two months of location of car even though reserves under my name. Then, I saw it was suddenly transferred to SC. I sought to escalate and again no one calling me back. I was assigned a Nakera, never called me back or would get a manager/ director to phone. I advised her I wanted a Vice President because the South Carolina manager of carmax clearly deleted my hold and took my car from western New York area. Worst experience ever with requesting senior management or even working with employees who never follow-up or call back.

  Business response

  09/24/2021

  Thank you for forwarding the complaint dated August 25, 2021, regarding the Vehicle purchased from the CarMax location in Buffalo, NY (“CarMax”) on or about May 12, 2021. In the complaint, *** ***** expresses frustration with the Vehicle experiencing ongoing repair concerns since purchase. *** ***** requests that CarMax find the sold to us so *** ***** can buy it back.
  
  According to CarMax business records, *** ***** sold a 2018 Toyota Prius CarMax on or about May 12, 2021. CarMax appraised and purchased the vehicle for **********. As part of CarMax’s vehicle sale process, customers in the state of New York are required to sign a Vehicle Purchase Agreement form prior to the completion of the sale. Customers are walked through these forms, and records show that *** ***** signed this agreement form along with the rest of the purchase paperwork on or about May 12, 2021.
  
  The Vehicle Purchase Agreement (the “Agreement”) form signed by *** ***** states”…The sale of the Vehicle to CarMax is a final sale and is not connected in any way to a purchase of another vehicle by you to CarMax.” Upon reviewing and signing the form, *** ***** acknowledged the Agreement and we are unable to return the trade-in vehicle to *** *****.
  
  CarMax appreciates the opportunity to respond to this complaint and address *** ******s concerns. CarMax appreciates the opportunity to respond to this complaint and considers this matter closed.
  
  
  Sincerely,
  
  Samantha G******
  Analyst, Customer Relations

  Customer response

  09/27/2021

  I do not accept because Carmax deceptive in their agreement and practice and I consider such agreement under the law bill and void. While, I sold a proper car in good standards by all measures. The car I traded it in for not only smelled horrifically, but the brake fluid and tires were overdue since 2018 for repairs and replacement. And, the electrical system has some issues, which it does not respond to the BMW system. This is disheartening since my whole family has bought from Carmax and never had such an issue. The analyst on this file needs to immediately get a manager on this bait and switch case because this matter requires a higher aptitude of response. Therefore, I am requesting her immediate removal off my case and a manager to respond going further before involving the local courts and NY DMV. Finally, because of such mishaps my car was to be sold back to me, which negates any and all motor vehicle agreements under the law in New York State.
  
  Regards,
  
  ********* *****
  
  
  
  
  

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold my car today I am assuming they were paying off the full amount of the car they did not pay off the full amount of the car they left me with a ***** balance and they will not rectify the situation by covering the rest of the money that they promised that they were paying to complete the payoff of my note. I asked them to cover that and they said no because they gave me an appraisal amount that was positive and there was money that was sent to me that I needed to pay that money towards that and he called it fees when it was not a fee it was still paying off the remainder of the vehicle.

  Business response

  09/23/2021

  Thank you for forwarding the complaint dated August 26, 2021, regarding *** ******* *ehicle she sold to CarMax store located in Indianapolis, IN (“CarMax”) on or about August 26, 2021. In the complaint, *** ***** states she assumed that CarMax would be paying off the full loan amount, but she was left with an outstanding balance of $******** remaining on her loan.  She claims that CarMax promised to payoff the loan completely, and she requests a “billing adjustment”.
  According to CarMax business records, CarMax received an estimated payoff amount from *** *****’s lienholder via automated system.  *** ***** signed paperwork acknowledging that the payoff we obtained was an estimate, accepting CarMax’s offer to purchase the vehicle for the amount specified.  That Vehicle Purchase Agreement also states, “The Estimated Payoff may be greater or less than the amount that is actually due to the lienholder(s)…”  Our records indicate that we were not made aware of any payoff shortage, and we have not had any contact with *** ***** or the lienholder since this transaction.  On or about September 22, 2021, CarMax attempted to reach *** ***** by phone to discuss her outstanding concerns, but received no answer, and the voice mailbox was not set up.
  CarMax declines *** *****’s request for a “billing adjustment,” but would welcome the opportunity to discuss her outstanding concerns if she would like.  She only needs to contact CarMax at ***** ******** and select the option for the Business Office to speak with an associate that can assist.
  CarMax appreciates the opportunity to respond to this complaint, and considers this matter closed.
  Sincerely,
  Matthew K****
  Analyst, Customer Relations
  
  

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8/16/21- I purchased a 2015 Dodge Charger Scat pack. I put ***** dollars down on the vehicle. Pulled off from the lot around 8:45-9pm.On the way home I had a blowout on the rear passenger tire. I returned the vehicle to have the tire replace and was placed in a loaner while they fixed my vehicle. A service technician called me on 8/20/21 to let me know my car was ready and I then told them that I was out of town and could not pick it up until Sunday. On 8/22/21 I was trying to pick up my vehicle but they could not locate it. On 8/23/21 carmax called and said that the vehicle was stolen from their lot and I need to file the claim with my insurance because they are not responsible for it.

  Business response

  09/24/2021

  Thank you for forwarding the complaint dated August 25, 2021, regarding the Vehicle *** ********* ***** purchased from Memphis, TN (“CarMax”) on or about April 13, 2020. In the complaint, *** ***** concerns relating to the Vehicle’s whereabouts. As a result of these concerns, *** ***** requests that CarMax provide a replacement vehicle or refund.
  
  CarMax completed repairs to the Vehicle’s tire and contacted *** ***** on or about August 20, 2021 to confirm it was ready for pick up. On or about August 22, 2021 *** ***** came to pick up the Vehicle and it was discovered then that the Vehicle was missing from CarMax’s lot. CarMax contacted police to report the Vehicle stolen. CarMax provided *** ***** with the report number and encouraged her to work with her insurance company. *** ***** confirmed on or about August 27, 2021 that she had contacted her insurance to inform them the Vehicle had been stolen.
  
  
  Due to *** ***** being outside of her 30-Day Money Back Guarantee, and CarMax not being liable for lost, stolen, or damaged items, CarMax declines *** *****’s request to provide a replacement vehicle or refund. CarMax appreciates the opportunity to respond to this complaint and encourages *** ***** to continue working with her insurance company.
  
  Sincerely,
  Kaitlyn C*****

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 Ford Mustang from carmax April 2021. July I notice water leaking into the side door panels. CarMax (Rob In Service) assisted with the issue while under warranty. August 2021 I noticed more water leaking from the dash board on the floor from the globe compartment also a sizzling sound in the went last when the air was turned on. Again Rob assisted with the ongoing issue to be fixed. On 8/25/21 I returned from a two week trip to find additional moisture like before and mildew all over the passenger side of the vehicle. I called CarMax to schedule a 3rd appointment for this ongoing water issue and spoke with Oliver. He immediately says I’m no longer covered and the AC will be a charge. He said he spoke to Rob and he also confirmed. I explained I have respiratory issues and mold from water damage that has not been fixed is the issue. I was told Rob will call me back. An appointment was never scheduled for service. Meanwhile I have water leakage and mold growing.

  Business response

  09/22/2021

  Thank you for forwarding the complaint dated August 25, 2021, regarding *** ********’s request for CarMax to complete the job with the leaky air conditioner. *** ******** states shortly after he purchased the vehicle, he noticed water leaking and he was able to get the issues resolved. He states it happened again in August 2021 and he was able to get the issue resolved with no issues. However, now that it’s continuing to happen, he’s being told he is now responsible for the repair.

  
  According to CarMax business records, *** ******** did notify us in April 2021 regarding the issue with the leak. We determined there was a clogged drain and resolved the issue by removing the door panels and cleaning the doors and drains. When the issue reoccurred, we resolved the issue by clearing the draining tubes.

  
  Based on this information, *** ******** has been scheduled an appointment on September 27, 2021, to have his concerns addressed. At that time, our service team will assess the issue and confirm the responsible party.

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

  
  Sincerely,
  Kay K***
  Analyst, Customer Relations

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used vechile from Carmax in June of 2021. On Friday Aug, 20th I incurred a flat tire. When going to replace spare tire it was found that spare tire provided with the car was the incorrect rim size. The vehicle purchased, a 2018 genesis g80 sport requires a 19" rim, the spare tire was only 18".This is a result of the dealerahip swaping the spare tire, it would not come from manufacturer like this. Such a result is a safety issue that left me stranded in the rain, had to leave my vechile unattended, and incurre addtional cost such as uber ride to and from car, missed physical therapy appointment, and interrupting work day. I called carmax on Friday the 20th, Saturday the 21st left details with varying departments and was promised a call back Monday the 23rd. It is now the 25th of Aug and still have not received a call back to resolve the issue.

  Business response

  08/31/2021

  August 31, 2021
  
  Operations Department                                                            
  720 Moorefield Park Drive, Suite 300
  Richmond, Virginia 23236
  
  Re: **** *****
  Complaint ID: ********
  2018 Genesis G80 (the “Vehicle”), VIN: *****************
  
  Dear Mrs. ******** ****
  
  Thank you for forwarding the complaint dated August 25, 2021, regarding the Vehicle Mr. ***** purchased from the CarMax location in Dulles, VA (“CarMax”) on or about June 8, 2021. In the complaint, Mr. ***** expresses concern that the Vehicle came with a spare tire of the wrong size, leaving Mr. ***** unable to utilize it when one of the Vehicle’s tires went flat. Mr. ***** requests that CarMax reimburse him for the replacement of a spare tire of the correct size, and for expenses incurred as a result of the flat tire episode.
  
  According to business records, CarMax contacted Mr. ***** on August 26, 2021, and committed to replacing the spare with one of the correct size. Additionally, CarMax committed to reimbursing the cost of Mr. ******* **** rides from when he experienced the flat tire. On August 31, 2021, CarMax again contacted Mr. ***** and left a voicemail advising that the estimated arrival of the replacement spare tire is September 3, 2021.
  
  Per Mr. ******* request, CarMax is replacing the spare tire, and is reimbursing his **** expenses.
  
  CarMax appreciates the chance to respond to this complaint and address Mr. ******* concern.
  
  Sincerely,
  
  **** ******
  
  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. ↩