Complaints

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

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• 

  CarMax , Inc.

  12800 Tuckahoe Creek Pkwy Richmond, VA 23238-1115

• 

  CarMax , Inc.

  901 Murray Olds Dr Midlothian, VA 23114-2601

• 

  CarMax , Inc.

  1448 Richmond Rd Charlottesvle, VA 22911-3509

• 

  CarMax, Inc

  45210 Towlern Place Sterling, VA 20166

• 

  CarMax, Inc.

  11335 Atlantic Blvd. Jacksonville, FL 32225

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

• Initial Complaint

  Date:06/02/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a used car from CarMax in ******************, VA on March 25th 2022. It is an out of state purchase since we live in ************. We were told the title would be sent to us in **** days. We were not told at that time that CarMax did not have the title. After numerous calls and emails to the CarMax location in Woodbridge, their customer care team as well as their headquarters it is now June 2nd and we still do not have the title to the car we purchased on March 25th. Based on the information we received CarMax has still not been able to acquire a title for the car they sold to us. We are only getting information of we are working on it each time we contact them and the dont follow up unless we reach out to them. Their customer care contact answered us once on May 10th and despite three requests for follow up we have not received any feedback from her at all. We have had to get three temporary tags just to drive our car and the third will be expiring in less than 2 weeks. We desperately need help getting someone to help us get the title to a car that CarMax sold to us in March. We are unsure what other steps we can take at this point.

  Business Response

  Date: 06/28/2022

  June 28th, 2022
  
  Operations Department   
  720 *******************************, Suite 300
  ********,******** 23236
  
  Re:***************************
  Complaint ID: ********
  2019 Tesla Mode 3 (the Vehicle), VIN: ***************** 
  
  
  Dear Mrs. ******** Via:
  
  Thank you for forwarding the complaint dated June 28th, 2022, regarding the Vehicle purchased from the CarMax location in **********, ** (CarMax) on or about March 25th, 2022. In the complaint, ******************** expresses frustration that she had not received the title and had been unable to register the vehicle. ******************* requests that CarMax provides the Vehicle's title to obtain license plates.

  
  ******************** purchased outside of her state of residence. CarMax provides out of state customers a registration packet after purchase in an effort to assist the customer in the registration of their vehicles. According to CarMax business records, after the purchase of the Vehicle, it was discovered that CarMax needed to obtain a lien release from the previous lien holder to complete ******************** registration packet, as it could not be located. CarMax immediately went to work obtaining the lien release from the previous lien holder.
  
  ******************** reached out to our Customer Relations team via email on or around May 4th, 2022 to assist with this registration concern. On or around May 8th, 2022. It was discovered CarMax had previously contacted the incorrect lien holder. CarMax realized this error and got in contact with the correct lien holder on or around May 8th, 2022. On or around June 2nd,2022, CarMax still had not received the lien release. The CarMax *************** Team contacted the lien holder again, on or around June 3rd, 2022,to request the lien release again. On or around June 8th, 2022, CarMax received the lien release. On the same day we sent ******************** the completed registration packet. This packet contained all items needed to complete the registration of the Vehicle. On June 14th, 2022. ******************** confirmed via email that she had received the registration packet.
  
  CarMax considers this matter closed as ******************** has obtained all necessary items to register the vehicle including the title and lien release. CarMax welcomes ******************** to contact the CarMax *************** to assist with any additional registration concerns. The *************** can be reached by calling ********************.

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

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

  Customer Answer

  Date: 06/29/2022

  [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. The business has performed action and the matter is considered closed and this complaint resolved.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:06/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my 2016 Acura MDX back in January 2019. As it turns out, the car has been nothing but problems. The latest issue was a problem with the engine. The service department has had my car for over 2 months. It's hard to get through when I call, but when they do answer the phone, there is always a delay in the process and a reason why it's going to take longer. I need my car back. I am planning to sell it so I can go get something else. I have already lost several deals on cars and loans because I don't have my car with me to do an appraisal. If they can't get my car back to me, then give me either what the car is worth, or a equivalent car.

  Business Response

  Date: 06/15/2022

  June 14, 2022
  
  
  Operations Department
  720 *******************************, Suite 300
  ********,******** 23236
  
  Re:***************************
  Complaint ID: ********
  2016 Acura MDX (the Vehicle), VIN: *****************  
  
  Dear Mrs. ******** Via:
  
  Thank you for forwarding the complaint dated June 2, 2022, regarding the Vehicle ***************** purchased from the CarMax location in ********, ** (CarMax) on or about January 6, 2019. In the complaint, ****************** expresses concerns related to the Vehicle's engine and frustration with repair delays. ****************** has requested CarMax either complete the repairs or provide a refund equivalent to the Vehicles worth or an alternative vehicle.  
  
  According to CarMax business records, ****************** purchased the Vehicle on or about January 6, 2019, with an odometer reading of ******. CarMax provides a 90-day Limited Warranty and a 30-Day Money Back Guarantee on every vehicle it sells.The Limited Warranty goes into effect on the date the Vehicle is purchased. At the time of sale, customers are provided the option to purchase the ************************ Plan. ****************** elected to purchase the ************************ Plan for the Vehicle with a contract term of 60 months or when the Vehicle's odometer registers ******* miles, whichever comes first. The Vehicle's ************************ Plan policy is administered by the third-party company, **************************. The Service Contract begins on the purchase date of the Vehicle.
  
  According to business records, ****************** contacted CarMax on or about the end of March 2022 to express his mechanical concerns with the Vehicle. ****************** presented CarMax with a video showing a rattling noise in the Vehicle's engine. CarMaxs Service team suggested ****************** bring the Vehicle in for a diagnosis. CarMax committed to providing ****************** with a loaner vehicle, sharing in transparency that the Vehicle's repairs did not have an estimated time for completion.
  
  When CarMax diagnosed the Vehicle, a lower end knocking noise was found which required further teardown. This was necessary to isolate the engine noise failure and a requirement in order to find approval from ********************** ************************ Plan provider, Fidelity. At the conclusion of the teardown,CarMax found a loose connecting rod at the bearing that was creating metal shavings in the Vehicle engine which helped determine the failure. CarMax then submitted the claim for repairs to Mr. ******** MaxCare provider, Fidelity for approval. Per standard process, Fidelity sent out their own inspector to verify the teardown findings. Fidelity then began trying to source an engine to complete the repair to which one was unavailable at that time from Acura.Fidelity was able to locate a suitable engine 15 days later and had it shipped to CarMax which took about a week and a half for delivery. Due to high service volume at the time, CarMax was not able to begin Mr. ******** engine repair until on or about the last week of May 2022. CarMax committed to completing the repair as quickly as possible and would get it appraised for ****************** once finished. ****************** was clear with CarMax that his goal was always to have his Vehicle fixed before getting an appraisal as to maximize his potential offer to sell. CarMax provided ****************** with a free loaner vehicle prior to the approval of his repair at no cost and throughout the entire repair process in support.
  
  As of June 14, 2022, CarMax completed the repair of Mr. ******** Vehicle and it is currently being appraised as requested. CarMax appreciates the opportunity to respond to this complaint and address Mr. ******** complaint.
  
  
  Sincerely,
  
  ***************************
  Analyst,Customer Relations

• Initial Complaint

  Date:06/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a grey ***** Civic ex from Carmex on 11/24/2021 and not even 5 months into the purchase I found out it has a bad steering rack which is a ******* parts and labor cost. I am so disappointed because I got the car in good faith that it was safe and did not have major problems. I did not get an extended warranty due to me having faith that this car would not have a major mechanical issue anytime soon as *****s are known to be extremely reliable cars. Carmax is doing nothing to help me and I am a single mom whom needs a form of transportation to be able to get back and forward to work.

  Business Response

  Date: 06/14/2022

  June 13, 2022
  
  Operations Department                                                            
  720 *******************************, Suite 300
  ********, ******** 23236
  
  Re: ***************************
  Complaint ID: ********
  2018 ***** Civic (the Vehicle), VIN:*****************
  
  Dear Mrs. ******** Via:
  
  Thank you for forwarding the complaint dated June 2, 2022, regarding the Vehicle ************* purchased from the CarMax location in *******, ** (CarMax) on or about November 26, 2021. In the complaint, ************** expresses concerns over mechanical concerns and repair costs for the Vehicle. ************** is requesting that CarMax pays for the full repair **** for the Vehicle, totaling $3,318.47.

  According to CarMax Business Records, after receiving **************** Better **************************************************** agreed to pay 25% of the repair ****. On or about June 10,2022, CarMax paid a total of $829.62 directly to the dealership where *************** vehicle is being serviced.

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

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

  Customer Answer

  Date: 06/15/2022

  [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

  Date:06/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from CarMax in *****, ***** on 4/1/22 and as of 6/1/22 have not received the license plates or the title to the car, for which I paid in full. State law requires dealerships to submit registration/title documents within 30 days of the sale. The dealership (or its representative, ******** claims that they submitted the paperwork to the ***** County DMV on 5/11/22, which exceeds the deadline. Neither the ***** DMV, the ***** County tax office, nor my local Bowie County tax office have any record of the paperwork being filed, although they can all find the car via the *** number. According to the tax office, if the paperwork had been submitted it would appear in their system within 48. If it's not in their system, it either was never submitted or was submitted within the previous 48 hours. Since the dealership claims they filed on 5/11, it's well past that 48 hours, which means it was never submitted. The dealership, or at least ****** is claiming that there is nothing more they can do. They refuse to refile the paperwork with the ***** County DMV. Meanwhile, the temporary registration expired on 5/31/22 and I now have to go in person to ********* DMV and pay $30 to extend the temporary registration. ***** agreed that the dealership would reimburse me for that, but an extension is just delaying the inevitable: That extension will expire, I'll have no license plates, and no title. I want the dealership to resubmit the registration documents. They're the ones responsible for applying for the plates/title and getting them to me. If BBB needs a copy of the application for title/registration I can supply it.

  Business Response

  Date: 06/14/2022

  June 14, 2022
  
  Operations **********                                                      
  720 *******************************, Suite 300
  ********, ******** 23236
  
  Re: ****** *****
  Complaint ID: ********
  2011 **** F150 (the Vehicle), VIN: *****************
  
  Dear Mrs. ******** Via:
  
  Thank you for forwarding the complaint dated June 6, 2022, regarding the Vehicle Ms. ***** purchased from the CarMax location in *****, ** (CarMax) on or about April 1,2022. In the complaint, Ms. ***** expresses frustration in not receiving license plates and registration for the Vehicle. Ms. ***** requests that CarMax deliver the license plates and registration.

  According to business records, we initially sent paperwork to the ********** of ***** Vehicle (***) on April 25, 2022, however, it was rejected, due to a title issue.We resolved the issue and resent it on May 11, 2022, and it received another rejection. We resolved the concern and resent the paperwork on May 25, 2022. On June 7, 2022, CarMax sent an associate to the *** to pick up the registration and license plates. ********************** overnighted the items to Ms. ***** on June 7, 2022, via ****** The tracking number for this delivery was ************. We confirmed it was received on June 8, 2022.

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

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

  Customer Answer

  Date: 06/15/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First, I resent being lied to repeatedly by ******* at the dealership, who insisted that the paperwork was submitted on May 11 and never said anything about a second rejection.  Information about that second rejection/resubmission event would have made the ongoing delays make a little more sense.  Second, I paid in full for the truck with a combination of cash and trade-in and would like an answer-an honest one, this time--about when I can expect to receive the title to it.
  
  Regards,
  
  ****** *****
  
  
  
  
  

• Initial Complaint

  Date:05/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Car max on 03/19/2022 a 2021 Nissan Pathfinder. I took my vehicle to ****** **** last Monday I was informed by the tech that my back breaks was gone and he advised me that they need to be done that day. We was both surprised that because of the low miles on the vehicle that it needed the brakes changed. So I contacted the car max service department located on gulf freeway in ******* **. I spoke with a very nice tech named Madeline I informed her about what occurred she had me to email her the Invoice and they sent me a check in the mail to cover those expenses since I'm still in the 90 days warranty. So I asked Madeleine in the future when something happens how do I use my max care she apologize and said you dont have max care I said yes I do she thsn said no she told me to speak with someone in the business department. Business tried to send me back to service . I spoke with a Dawn in service dept that basically said I declined the offer I said no I didnt. So I did call the customer resolution department it's still in process. I have sent a statement to Bill Nash which is the CEO. The salesman and I discussed the deal via text messages the salesman offered the max care and I accepted it via text messages the salesman drop the ball now there telling me that I can't have the max care because its only offered at the signing of the contract I have the messages between the salesman and I after 90 days my car will not be covered I was under the impression I had the warranty when I sign the agreement and now noone at car max has been any help . I kept my agreement I put ** down and I think this is unfair I sign that contract under false pretenses that's how I feel and now the salesman got his sale and I'm screwed this is unacceptable

  Business Response

  Date: 06/06/2022

  Thank you for forwarding the complaint dated May 31, 2022, regarding the Vehicle Mr. ****** purchased at the CarMax location in *******, ** (“CarMax”) on or about March 19, 2022. In the complaint, Mr. Holmes expresses that a MaxCare extended service plan was not included in his Vehicle purchase, despite his understanding that it had been included in his contract at the time of sale. Mr. ****** requests that CarMax furnish a MaxCare plan for the Vehicle.
  
  According to CarMax business records, Mr. ****** contacted CarMax Customer Relations to share this concern on May 26, 2022. At the time he submitted this complaint, CarMax was in the process of researching the discrepancy with the MaxCare plan and had not relayed any definitive resolution to Mr. Holmes. Now that CarMax has had the opportunity to look further into the concern, CarMax has determined that an error was made in processing the purchase paperwork, resulting in the omission of MaxCare coverage.
  
  CarMax has confirmed that, while we are typically unable to include MaxCare coverage once a purchase is finalized, we are able to arrange an exception in Mr. Holmes’ circumstance. The CarMax team in ******** **, is attempting to contact Mr. ****** to coordinate the logistics of next steps in the process. As of June 3, 2022, CarMax had made multiple phone calls and sent an email to Mr. Holmes, but had received no response.
  
  CarMax appreciates the chance to respond to this complaint and address Mr. Holmes’ concern.
  
  Sincerely,
  
  John A*****
  
  Analyst, Customer Relations 

  Customer Answer

  Date: 06/06/2022

  Better Business Bureau:
  
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  Regards,
  
  
  Herbert Holmes
  
  
  Carmax called me on Friday June 3 I spoke with Daisy she stated that her regional managers approved for the car max to be added but she sent different car max plans but here's the catch we have to purchase the premium in full they run between ****
  Up to ******* upfront this is not a resolution it's not my fault that the salesman dropped the ball originally we would paid and extra ***** a month it was included in the car note but because it didn't get added I have to pay ******* for someone else mistake..Daisy said on last friday she would speak with her regional and callback on Saturday morning by noon I never heard back from anyone nor gotten any email so whomever sent this response is a liar
  
  

• Initial Complaint

  Date:05/31/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carmax ************* line and corporate office is full of misinformation. I was told on 5/19 when I applied for a car in their *********** ** location that I would be able to purchase the vehicle even though I am a ** resident the agent said everything would be the same no changes even thought it is **. My financial application was ran on false information or incorrect information multiple times. On 5/21 I drove to the *********** location to pick up my new car. I was told that I needed to few documents that I had on me. Once arriving and speaking to a employee at that said location I was informed that the customer care line gave me the incorrect information and that my car would have to be shipped to ********** ** so that I could purchase the vehicle. I didnt hear an update the next day on the vehicle shipping out so I called back only to find out the employee didnt finish processing my shipping order. So the customer service agent finished the said order and the car was shipped. When the car arrived at the Manchester location I was told I would have to wait until the car was done being inspected to run my financial application. So I waited 4 extra day calling everyday to check on the vehicle because no one from Carmax called to update me on the vehicle even though they said they would. Finally Friday 5/27 I reprocess my financial application just to find out that Im going to be charged 28% APR on the loan I was wanting. The store manager said he couldnt do anything for me after all the trouble that Ive been through with this two week process of trying to buy a car and having my information ran on incorrect information Carmax provided to me. Ive called corporate office multiple times just to be ignore and told they are working on my case that they will give me an update and yet I proceed to hear nothing from them and I can rarely get the same person on the phone. This business is completely unprofessional in the way they handle customers. There is more.

  Business Response

  Date: 06/14/2022

  June 14th, 2022  
  
  Operations Department???  
  720 *******************************, Suite 300  
  ********, ******** 23236  
  
  Re: ******* Whitford  
  Complaint ID: ******** 
  2018 Jeep Wrangler Unlimited Sahara (the Vehicle), VIN # ***************** 
  
  Dear Mrs. ******** Via:  
  
  Thank you for forwarding the complaint dated May 31, 2022, regarding the purchase experience of ******************************* on or about May 30th, 2022. In the complaint, Ms. ******** expresses frustration with her car shopping experience, including receiving incorrect information from a remote associate, a delayed purchase, and financing discrepancies. ******************** requested contact from a member of our executive team and compensation for the experience.  
   
  According to CarMax business records, ******************** scheduled an express pick-up appointment for the Vehicle on or about May 21st, 2022 at the CarMax location in ***********, **. During this appointment, it was discovered that ******************** was a ************* resident. According to CarMax business records in the ********************** temporary tags cannot be issued for non-residents. Once this was noted ******************** was notified, and permitted to complete a test drive of the Vehicle while at the CarMax in ***********, **. On or about May 22nd, 2022 the Vehicle was transferred to the CarMax location in **********, **.  
   
  According to CarMax business records upon arrival the Vehicle went off lot to be state inspected and it was discovered the Vehicle needed a new windshield. CarMax associates stayed in contact with ******************** providing regular updates during the repair and let her know when the Vehicle was ready. On or around May 27th, 2022, a CarMax associate worked with ******************** to rerun her finance application. This was to match Ms. ********* and the co-buyers income. CarMax has an obligation to provide full and accurate information to our finance partners, according to CarMax business records the income was part-time but on the original application full-time income was listed. According to CarMax business records a CarMax associate did reach out to the finance partner to obtain the prior interest rate. During this call the finance partner communicated that the interest rate would not be changed based on credit scores, and that the purchase was being completed in a different state.  
   
  According to CarMax Business Records, on or about May 31st, 2022, ******************** completed the purchase of the Vehicle. To compensate ******************** for this experience CarMax has reimbursed her for dinner. In addition CarMax has made a commitment to reimburse ******************** for her first 2 months of car payments.  
  ?  
  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,  
  Ariel Northcutt 
  Analyst, Customer Relations 

• Initial Complaint

  Date:05/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an auto from this location on Friday, 5/28/2022, and had a horrible car-buy experience. The car was sold knowing that there was an issue with the computer system -- I refused a loaner. I went in early this a.m., 5/31/2022, because the sale rep stated that Service had left for the day on Friday and something to the effect to make an appointment, but this lady comes out and states that I need to make an appointment. I yelled and stated that I had just purchased this $33,000 car on Friday and needed immediate assistance and would not leave until I received service. The service manager came out and agreed to have my car checked due to no functioning command board/black screen, no radio. Carmax decided that ************* was better equipped to make the repairs, so I agreed to take the car to ******** **** because I am known to them due to ownership of other ********. The repair appointment with ******** **** is not until June 28, 2022, so I will be driving a defective car for about a month.Also, I discovered I left my cell phone in my trade in and went in today, May 31, 2022, to retrieve it. Carmax had it and presented it to me, and I was shocked as to the condition of this almost new new cell phone. It has been damaged beyond repair -- breakage on both sides at the bottom. I'm not sure what that's all about seems as though it was crushed. I am officially placing a claim for a new cell phone IMMEDIATELY. The cost of the cell phone is $129.00, purchased from Consumer Cellular about six months ago. This is a horrible place, but finally had the car that I wanted so I made the purchase even though this was a horrid transaction and interaction with sales and sales management staff.

  Business Response

  Date: 06/15/2022

  June 15, 2022
  
  Operations Department   
  720 *******************************,Suite 300
  ********, ******** 23236
  
  Re: *************************
  Complaint ID: ********
  2018 ******** GLC300 (the Vehicle), VIN: *****************
  
  Dear Mrs. ******** Via:

  
  Thank you for forwarding the complaint dated May 31, 2022, regarding the Vehicle ************** purchased from the CarMax location in ******, ** (CarMax) on or about May 27, 2022. In the complaint, ************** expresses her frustration regarding the malfunctioning computer system inthe Vehicle she purchased and the damage to her cellular phone that she left in the vehicle that she traded into CarMax.  ************** is requesting CarMax reimburse her $129.00 for the cellular phone.
  

  According to CarMax business records, on or about May 31, 2022, ************** visited CarMax to request service for the Vehicle stating that the computer system in the dash was not working. CarMax reviewed the Vehicle issue and completed a diagnostic to check for failure.  It was recommended by CarMax that the Vehicle be taken to the ******** dealership for repair due to the nature of the concern and since the Vehicle was still under the ******** Manufacturers Warranty.
  

  CarMax provides customers with a 90-day/4,000-mile (whichever comes first) Limited Warranty and a 30-Day Money-Back Guarantee on every vehicle it sells. A customer may return the vehicle to ********************** under the 30-Day Money-Back Guarantee as long as the mileage has not exceeded ***** miles since purchase and the condition of the vehicle has not changed.  *********** Warranty goes into effect onthe date the Vehicle is purchased.  At the time of service, the Vehicle was still covered by CarMaxs Limited Warranty, however, the ******** Manufacturers Warranty on the Vehicle supersedes this according to the CarMax limited warranty contract.  According to CarMax business records, ************** has a service appointment with ******** on or around June 28, 2022.
  

  According to Carmax business records, CarMax offered to make the service appointment with ******** for ************* and offered her a loaner vehicle to use while she waited for the Vehicle to be repaired, but she did not accept the offers.

  According to CarMax business records, on or about May 31, 2022, ************** called CarMax to share that she had left her cellular phone in the trade-in vehicle she sold to CarMax.  CarMax retrieved the cellular phone for ************* and informed her that it would be available for pick up. According to CarMax business records, there was no indication that the cellular phone was damaged.
  

  According to CarMax business records, on or around May 31, 2022, CarMax was made aware that Ms. ****** cellular phone was damaged and that she was requesting $129.00 to cover the cost.  According to Carmax business records, on or around June 8, 2022, CarMax contacted ************** to offer to reimburse her for the cost of a new cellular phone with proof of receipt. Once CarMax receives this receipt, ************** will be reimbursed $129.00 for the cellular phone.
  

  CarMax appreciates the opportunity to respond to Ms. ****** complaint and considers this matter closed.
  
  Sincerely,
  ***************************
  Analyst, Customer Relations

  Customer Answer

  Date: 06/15/2022

  Better Business Bureau:
  
  The receipts for the damaged cell phone and replacement were submitted to Tristan ********************************* via email on June 8, 2022.

  
  

  
  Regards,
  
  *************** Phd
  
  
  
  
  

• Initial Complaint

  Date:05/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car at CarMax in ******* ** December 2021. The car was hardly used because I have another vehicle so i keep it in the garage. Yesterday we drove from ****** ** to ******* ** and i was close to the **** mile **** so we decided to get an oil change. The tech would not touch it after discovering the oil was filthy and there was an oil leak that had been there for a long while the plastic cover thing was saturated. We drove straight to CarMax and they told us they could schedule a diagnostic but all parts and labor would have to be paid by us even if we bought the car this way. And they couldnt get it in yesterday even after we explained we were stranded 4 hours from home. They dont do a 4 point inspection as they claim.

  Business Response

  Date: 06/02/2022

  June 2, 2022
  
  Operations Department                                                            
  720 *******************************, Suite 300
  ********, ******** 23236
  
  Re: *******************************
  Complaint ID: ********
  2012 **** Focus (the Vehicle), VIN: *****************
  
  Dear Mrs. ******** Via:
  
  Thank you for forwarding the complaint dated May 31, 2022, regarding the Vehicle ********************** purchased at the CarMax location in *******, ** (CarMax) on or about December 4, 2021. In the complaint, ********************** expresses concern about an oil leak in the Vehicle. ********************** requests that CarMax complete the repair of the oil leak at no cost to her.
  
  According to CarMax business records, CarMax never saw the Vehicle in service between the time of purchase and when ********************** first notified CarMax of the concern about the oil leak in May 2022. In the inspection records preceding ************************ purchase of the Vehicle, CarMax noted no evidence of any oil leak. CarMax performs a 125-point inspection of each vehicle sold,and records indicate this was also the case for ************************ Vehicle.Additionally, recent conversations between ********************** and the CarMax team in *******, ** revealed that ***** miles have been put on the Vehicle in nearly six months since purchase. This would be considered above average mileage in that timeframe.
  
  As the Vehicle is well outside CarMaxs limited 90-day warranty, CarMax declines the request of ********************** to commit to covering the repairs of the oil leak. As a gesture of goodwill, CarMax has offered to provide a complimentary diagnosis of the oil leak, and stands by this offer as our final offer.
  
  CarMax appreciates the chance to respond to this complaint and address ************************ concern.
  
  Sincerely,
  
  *********************
  
  Analyst, Customer Relations 

• Initial Complaint

  Date:05/28/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought a car from Carmax March 2022! I have yet to get my car registration! Its been months!

  Business Response

  Date: 06/08/2022

  June 8, 2022
  
  Operations Department                                                      
  720 *******************************, Suite 300
  ********, ******** 23236
  
  Re: *************************
  Complaint ID: ********
  2016 **** Fusion (the Vehicle), VIN.:*****************
  
  Dear Mrs. ******** Via:
  
  Thank you for forwarding the complaint dated May 31, 2022, regarding the Vehicle **************** purchased from the CarMax location in **************** (CarMax) on or about March 16, 2022. In the complaint, **************** expressed concerns about not receiving the registration for the Vehicle.

  According to business records, **************** signed a License Plate Transfer Procedure acknowledgment on the date of the sale that explains the process to transfer plates from one vehicle to the next. We sent the necessary paperwork to the ******** Secretary of State (** SOS) via ****** and it was received by them on March 25,2022. Per state policies, they will not send out registration documents for a transfer of plates. Weve also confirmed through a title inquiry that a title was issued on May 18, 2022.

  CarMax has reached out to **************** and explained the process, however, if **************** should have other questions or concerns, we recommend that **************** contact the ** SOS directly.

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

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

• Initial Complaint

  Date:05/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I were attempting to purchase a vehicle. We were told everything was good and final and waiting for a manager to approve everthing. The second we hung up the phone we were called by another department sayting that they will not do business with us at all and gave zero reason as to why. I don't mind the fact if we are denied the car, what I do mind is the unprofessional nature Carmax operated under. They giving us the run around for two days, saying everthing was perfect and the last second pulling the rug out from underneath us without any reason as to why and blacklisting us from all Carmax's in the process. I have half a mind to take them to court over this.

  Business Response

  Date: 06/02/2022

  Thank you for forwarding the complaint dated May 28, 2022, regarding a vehicle Mr. ***** was interested in purchasing from CarMax. In the complaint, Mr. ***** expresses concerns with communication he received from CarMax that he could not purchase the vehicle, and that CarMax would no longer do business with him. Mr. ***** requests that CarMax provide additional information regarding this statement.
  
  According to CarMax business records, there is no record of any recent application for a vehicle in Mr. *****’ name with CarMax. If an application was run in Mr. *****’ wife’s name, and there are questions about the standing of her account, CarMax requires that she contact us directly for assistance. Per our privacy policies, CarMax does not disclose details specific to a customer’s account to anyone other than the named customer on the account.
  
  CarMax appreciates the opportunity to respond to Mr. *****’ concerns.
  
  Sincerely,
  
  John A*****
  
  Analyst, Customer Relations

  Customer Answer

  Date: 06/03/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not accept generic, scripted responses.  I want an actual understanding of what transpired.  My wife, ******** *****-****, was approved for the car, we got the insurance for the car so we could finalize the paperwork and at the last moment Carmax told us that we could no longer have the car do to being on there "Do Not do Bussiness With," even though we have never done business with them before.  I want to understand why becasue this has caused undo stress for my wife and I.  I do not accept, nor will I ever accept a generic, scripted, passing the buck response.  Reply with an actual reason and understanding as why this happened or actual litigation may be required because of the money we had to spend and at the last moment Carmax pulling out for no reason and never explaining a reason.  
  
  Regards,
  
  ******* *****