Business Profile

Used Car Dealers

CarMax , Inc.

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Complaints

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

Customer Complaints Summary

2,266 total complaints in the last 3 years.
650 complaints closed in the last 12 months.

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Submit a Complaint

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:07/07/2025
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.
Complaint: Car Return Promise Not Honored Misleading Payment Policy I purchased a vehicle from CarMax in [City, ****] and experienced engine problems on day one. CarMax took the vehicle in for service and provided a loaner.On April 1, 2025, I had a phone call with **** **** *****, a CarMax Service Consultant, who clearly stated (in a recorded conversation) that the 10-day return window would be paused while the car was being repaired. I relied on that statement in good *********, CarMax is demanding I pay $1,953.60 to bring my loan current before they will accept a return even though I was told my return window and financial obligations were paused while the car was out of my possession. This condition was never disclosed upfront, nor was I informed in writing that the return period was contingent on making loan payments during a repair-related hold.I believe this is misleading, deceptive, and unfair. I request that CarMax:* Honor the paused return agreement,* Accept the return without requiring me to bring the loan current,* Fully refund my $1,800 down payment.
Business Response
Date: 07/09/2025
July 9, 2025

Operations Department
***********************************************************************************;
********, ******** 23236

Re: Mahleya Williams
Complaint ID: ********
2020 Buick Encore (the Vehicle), VIN: *****************

Dear ************************************* you for forwarding the complaint dated July 7, 2025, regarding the Vehicle Mahleya ******** purchased at the CarMax location in ************** (CarMax), on or about March 3, 2025. In the complaint, Mahleya ******** expresses frustration with an inability to return the Vehicle to CarMax without paying toward the loan to make it current. Mahleya ******** requests that CarMax allow the return without making the loan payment and provide a refund of the down payment.

According to CarMax business records, CarMax offered Mahleya ******** an extension of the 10-day return period as one-time courtesy because of ongoing mechanical issues with the Vehicle that required it to be in service for an extended period. CarMax provided Mahleya ******** with a loaner vehicle after dropping the Vehicle off at the service department on or about March 5, 2025. CarMax completed multiple repairs to the Vehicle, and it was ready to be picked up from service on or about April 23, 2025. CarMax completed the repairs under CarMax's 90-day/4,000-mile limited warranty and at no cost to Mahleya ********.

CarMax contacted Mahleya ******** by phone on the same day to review the concerns and completed repairs; however, Mahleya ******** was unable to speak at the time and advised that they would call CarMax back. CarMax attempted to contact Mahleya ******** by phone and left voicemails between on or about April 24, 2025, and May 1, 2025. CarMax attempted to contact Mahleya ******** by text and email on or about May 6, 2025, and May 7, 2025. Mahleya ******** responded to CarMax by email on or about May 8, 2025, and advised that they did not receive a voicemail and would call CarMax back. CarMax connected with Mahleya ******** by phone on or about May 19, 2025. During the call, Mahleya ******** expressed additional concerns with the Vehicle and said theyd follow up with CarMax on another day. Mahleya ******** did not respond to CarMax. CarMax attempted to contact Mahleya ******** again by email on or about June 17, 2025, and advised that the Vehicle was ready to be picked up from service and offered to tow it back to them.

According to CarMax business records, on or about June 18, 2025, Mahleya ******** spoke with CarMax Customer Relations located in ************************************ Customer Relations) regarding their concerns mentioned in the Better Business Bureau complaint.

CarMax committed to extending the 10-day return period to Mahleya ******** as a gesture of good will because of the extended period of time the Vehicle was in service; however, CarMax determined that Mahleya ******** did not make any payments toward the Vehicle loan, and the financing lender placed it into repossession status. CarMax initially offered the return extension under the impression that the Vehicle payments had been made and were current. CarMax is unable to process a return transaction for the Vehicle and refund the down payment unless the payments are up-to-date and the loan account is in good standing. CarMaxs resolution offer for Mahleya ******** to return the loaner vehicle and complete the Vehicle return is valid through July 14, 2025.

CarMax Customer Relations made multiple attempts to contact Mahleya ******** by phone and email between on or about June 27, 2025, and July 3, 2025, but was unable to connect. CarMax Customer Relations successfully contacted Mahleya ******** by phone and delivered the resolution on or about July 7, 2025. Mahleya Williams expressed dissatisfaction with the resolution presented by CarMax.

There has been no change in the previous resolution delivered to Mahleya ********.

CarMax appreciates the opportunity to respond to Mahleya ******** concerns.

Sincerely,
***** Arthur
Analyst, CarMax Customer Relations
Customer Answer
Date: 07/09/2025
Better Business Bureau:

Thank you for forwarding CarMaxs response. I respectfully reject their reply, as it does not fully resolve my concerns nor accurately reflect the circumstances.

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.

CarMax acknowledges that the vehicle I purchased had mechanical issues almost immediately and remained in their service department for months. However, they fail to address the full extent of the issues, the serious safety risks, or their verbal acknowledgement of my dissatisfaction.

Within minutes of leaving the lot, the vehicle displayed the warning: ************ is Reduced. While I was driving on a busy street, the car suddenly slowed down, creating a dangerous situation that could have caused an accident. I returned the vehicle the same day and was told it was a turbo system issue. CarMax agreed to pause the 10-day return policy while the vehicle was in service, but it remained out of my possession for nearly a month.

When the car was returned, the check engine light came on again immediately, and CarMax came back to pick it up. I have been in a loaner vehicle since April, and was not informed that my original vehicle was ready until June 15.

In addition to the engine and turbo issues, the vehicle had:

Non-functioning lane assist/departure
Collision control system not working
Blown speaker

I was later told that these systems needed to be reprogrammed, which only increased my concerns that the vehicle may have been in a prior accident or improperly inspected.

Importantly, I have a recorded call with **** **** from CarMax, during which she directly asked me: Is this the car for you? This shows that CarMax was fully aware of my ongoing concerns and that I was seriously considering a return because of the multiple unresolved issues. That conversation is a clear acknowledgment of the vehicles problems and my dissatisfaction.

I also want to highlight that when CarMax agreed to pause the 10-day return period, I understood this to mean that all related obligationsincluding loan paymentswould be paused or suspended during this time. At no point did CarMax clearly communicate that loan payments would still be due or that the loan could fall into delinquency during the extended return period. This lack of transparency added to the confusion and financial hardship I experienced.

Despite being without the car I purchased, I was still responsible for:

Loan payments, which became delinquent while the vehicle was in CarMaxs care
Insurance, which was used to cover their loaner vehicle, not the one I bought

CarMaxs current positionthat I can only return the car if I bring the loan currentis unacceptable. The loan only became past due because I never had safe, functional access to the car. Ive endured multiple service delays, safety hazards, financial stress, and a complete lack of confidence in the vehicle and its condition.

Therefore, I am requesting:

CarMax honor the paused and extended 10-day return policy, as they previously agreed
CarMax cancel the sale and refund my down payment
CarMax cancel or reverse the loan, due to mechanical failures, safety issues, and extended loss of use
CarMax reimburse me for insurance premiums, since my coverage was used for their loaner vehicle

This experience has caused immense stress and placed me in a dangerous and unfair financial position. As a single mother, I rely heavily on having a safe, reliable vehicle not just for work, but to care for my family. I trusted CarMax to deliver a dependable car and fair service, and that trust has been deeply broken. I respectfully request the BBB hold CarMax accountable and assist in reaching a fair and reasonable resolution.

Sincerely,
Mahleya ********

Regards,

Mahleya ********
Initial Complaint
Date:07/06/2025
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.
Complaint Against: CarMax Auto Superstores, Inc.Purchased From: *************, ** location Date of Purchase: ~February29,2024 Vehicle: 2019 **** Mustang EcoBoost (6-speed manual), ~******miles Complaint Summary:I purchased this vehicle with a $6,000 down payment, financed at 21%, and have been paying $723/month. Despite being a low-mileage, newer model, the car has experienced:3 breakdowns (twice with my children in the car)Repeated misfires, limp mode, overheating, stalling Numerous diagnostic trouble codes Out-of-pocket repairs: spark plugs, coils, injectors, throttle body, throttle position sensor Ive incurred significant stress, safety risks, lost work, and additional costs for towing and transportation. After service, the car still displays a rough idle and is unsafe. CarMax appraised the vehicle at $18,000, leaving me with negative equity and no real resolution. They offered a trade with worse terms, requiring additional down payment I cannot afford, with monthly payments over $900. My $6,000 down payment and high-interest rate are being written off, and my options are unacceptable.Requested Resolution:I request that CarMax: Allow a no-cost exchange for a comparable, reliable vehicle;Restore or credit my $6,000 down payment;Maintain or improve my current financing terms.Failure to resolve this will leave me no choice but to escalate to the Pennsylvania Attorney General, the ***, and pursue legal counsel under Pennsylvania's used-car and lemon laws.
Business Response
Date: 07/09/2025
July 9, 2025

Operations Department
***********************************************************************************;
********, ******** 23236

Re: ***** Feeser
Complaint ID: ********
2019 **** Mustang (the Vehicle), VIN: *****************

Dear ************************************* you for forwarding the complaint dated July 6, 2025, regarding the Vehicle ***** ****** purchased at the CarMax location in ***************** (CarMax), on or about February 27, 2025. In the complaint, ***** ****** expresses frustration with ongoing mechanical issues with the Vehicle, the appraisal offer they received, and the financing terms to purchase another vehicle option. ***** ****** requests that CarMax provide an exchange for the vehicle without any change to their financing terms.

According to CarMax business records, on or about June 30, 2025, ***** ****** spoke with CarMax Customer Relations located in ********, ** (CarMax Customer Relations) regarding their concerns mentioned in the Better Business Bureau complaint. Customer Relations delivered the resolution to ***** ****** on or about July 2, 2025. As a one-time courtesy, CarMax covered the cost of the repairs completed to the Vehicle on or about June 23, 2025. The repair totaled $773. CarMax also offered to appraise the Vehicle based on current market conditions. ***** ****** visited CarMax on or about July 4, 2025, for an appraisal and to shop for a different vehicle option; however, they elected to continue driving the Vehicle. ***** ****** expressed dissatisfaction with the resolution presented by CarMax.

There has been no change in the previous resolution delivered to ***** ******. CarMax partners with multiple lenders and does not have control over financing decisions. For more information about financing options at CarMax, visit ****************************************************************;

CarMax appreciates the opportunity to respond to ***** Feesers concerns.

Sincerely,
***** Arthur
Analyst, CarMax Customer Relations
Customer Answer
Date: 07/09/2025
Better Business Bureau:

I have read the reply from the business and there is is/was no clear offer or resolution. What I am requesting is a different car or exchange. The big problem or is that the car still has ongoing issues and at this point, the car has some serious problems and this is a lemon. I requested an exchange. I am paying so much for a vehicle that shouldn't have all ofnthese issues. Their resolution is to trade in the car, lose my original $5000 down payment and they want even MORE money down that I dont have and pay even more for my monthly car payment that I can't afford. This is not a resolution.
I dont want this car, it was a lemon from the get go and I want them to take this car back and provide me with a car of equal value that is safe and reliable, one that doesn't leave me stranded time and time again. This would be fair and a good resolution. I bought a very low mileage car and it should be reliable and should not need all of this engine work, please read the details in the original letter. They did not offer a resolution.

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ******
Initial Complaint
Date:07/03/2025
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 purchased a 2017 *************************** from the ************************************ location on May 30, 2025. I put $4,000 down and financed the rest through **************************. The vehicle became undrivable within two weeks, on June 16, due to a power steering failure, fluid leaks, etc. It has been in the shop since that time.CarMaxs service team has since diagnosed the vehicle with the need for a new steering gear, water pump replacement, engine mount replacements, a tune-up, and a coolant system flush all within the first 30 days of ownership. The parts are backordered and the repair start date is now estimated for July 14, meaning the vehicle will be inoperable for nearly 30 full days, with almost no use since purchase.Despite my patience and several attempts to resolve the issue with both the store and CarMax Customer Relations, I have been denied a goodwill exchange. This situation is unacceptable: I am being asked to begin making loan payments on July 14 for a vehicle I have not been able to drive since June, and one that clearly required serious mechanical attention at the time of sale.CarMax also failed to arrange a tow to their service department (I had to do this myself), and only provided a loaner vehicle after pushback. Communication from store management has been inconsistent, and I have not received proper documentation of repairs in progress.?What I Am Seeking:I am requesting that CarMax:1.Allow a goodwill exchange for a different vehicle in equal or better condition 2.OR provide a full refund of my $4,000 down payment and void the loan 3.OR a buyback option with credit towards a more maintained vehicle This situation has caused financial hardship and significant disruption to my family, especially as I am a single mother using this vehicle to transport a child and disabled relative. The condition of this vehicle upon sale was unacceptable, and I believe CarMax should be held accountable.
Business Response
Date: 07/09/2025
July 9, 2025

Operations Department
***************************************************;
*****************************;

Re: ****** Waddell
Complaint ID: ********
2017 Jeep Grand Cherokee (the Vehicle), VIN: *****************

Dear ************************************* you for forwarding the complaint dated July 3, 2025, regarding the Vehicle ****** ******* purchased at the CarMax location in ***************************************), on or about May 30, 2025. In the complaint, ****** ******* expresses frustration with mechanical issues the Vehicle is experiencing, and requests that CarMax provide a replacement.

According to CarMax business records, on or about June 30, 2025, ****** ******* spoke with CarMax Customer Relations in ********, ** ("********************** Customer Relations"), regarding their concerns mentioned in the Better Business Bureau complaint. CarMax Customer Relations delivered the resolution on or about July 8, 2025. CarMax committed to buying the Vehicle back. ****** ******* expressed satisfaction with the resolution presented by CarMax.

There has been no change in the previous resolution delivered to ****** *******.

CarMax appreciates the opportunity to respond to ****** ******** concerns.

Sincerely,
***** Northcutt
Analyst, CarMax Customer Relations
Customer Answer
Date: 07/09/2025
[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:07/02/2025
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.
Carmax on ***************** in ************** needs to be inspected. On 6/27/25 I brought my vehicle in to be serviced considering I bought my vehicle from them. On 06/16/25 and 06/26/25 I called to confirm pricing as well as appointment. I was told by 2 different representatives that my pricing first would be under $400 then when called again I was priced for under $500. The service initially was for all breaks and pads to be done when I got my car back it was only the front breaks and front rotors done after I paid. After speaking to a representative, that representative proceeded to patronize me due to rescheduling my appointment because of a car accident and proceeded to say you cant be a single woman expecting to pay under $500 for breaks its not realistic. Regardless of my status I feel discriminated against and targeted after my experience at Carmax I will not have any confidence within this company. Had I known I was going to be treated like this as a paying customer I would have never bought their insurance for servicing my vehicle. If this is how they treat paying customers something needs to be done.
Business Response
Date: 07/07/2025
July 7, 2025

Operations Department
***************************************************;
********, ******** 23236

Re: ******** *****
Complaint ID: ********
2020 ******* ****** (the Vehicle), VIN: *****************

Dear ******************************* you for forwarding the complaint dated July 2, 2025, regarding the Vehicle ******** ***** purchased at the CarMax location in ****************** (CarMax), on or about July 30, 2024. In the complaint, ******** ***** expresses frustration with the out-of-pocket costs they recently paid for a brake repair completed on the Vehicle and requests CarMax provide a refund.

According to CarMax business records, on or about July 3, 2025, ******** ***** spoke with CarMax regarding their concerns mentioned in the Better Business Bureau complaint. CarMax committed to providing ******** ***** with reimbursement for the out-of-pocket repair costs totaling $553.88 as a gesture of good will and delivered the resolution to them on the same day. ******** ***** expressed satisfaction with the resolution presented by CarMax.

There has been no change in the previous resolution delivered to ******** *****.

CarMax appreciates the opportunity to respond to ******** ****** concerns.

Sincerely,
***** Arthur
Analyst, CarMax Customer Relations
Initial Complaint
Date:07/02/2025
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 visited my local carmax to get an offer on my vehicle. I left shortly after they gave me a written offer but I came back later that day to see my options. They asked me to fill out and sign a pay off form which contained PII such as my ssn,full name,address and loan acct# with my finance company. I did not move forward that day but I scheduled an appointment for another day. I called them back on the scheduled appointment date to inform them that I cannot come back but I will reach out whenever I am ready. A few days later a random person named ***** texted me telling me wants to buy my car and that he got my information from carmax. I called carmax as soon as i could and they assured me that they wouldve shredded my documents already if I told them I wasnt going to be able to come back. Out of curiosity, i asked ***** to send me a picture of the documents and a few minutes later he was able to send a picture of the documents to me. The picture included 2 additional documents that looked like they were a print out from their internal system. I contacted carmax and attempted to resolve the matter out of court but I am unhappy with the proposed resolution as this is not a normal data breach. My documents were negligently handled and while the person who inadvertently got them seemed like a nice person, i still fear that he might just show up randomly and harass me for no reason.
Business Response
Date: 07/07/2025
July 7, 2025

Operations Department
***************************************************;
*****************************;

Re: **** **** Fuente
Complaint ID: ********
2016 BMW (the **************************************************************** you for forwarding the complaint dated July 2, 2025, regarding the Vehicle **** **** Fuente had appraised at the CarMax location in ************, *******;(CarMax), on or about June 14, 2025. In the complaint, **** **** Fuente outlines their experience with another CarMax customer contacting them to buy the vehicle, indicating their documents were mishandled. **** **** Fuente requests that CarMax provide compensation for this experience.

According to CarMax business records, on or about July 1, 2025, **** **** Fuente began working with CarMax Customer Relations in ********, ** ("********************** Customer Relations"), regarding the concerns mentioned in the Better Business Bureau complaint. CarMax Customer Relations has provided a resolution of $1000 in compensation. CarMax Customer Relations will continue working on this claim internally. **** **** Fuente can expect to hear back from CarMax Customer Relations within 10 to 12 business days.

CarMax invites **** **** Fuente to reach out to us with any outstanding questions or concerns. CarMax Customer Relations can be reached at ************.

CarMax appreciates the chance to respond to **** **** ******* complaint and looks forward to continuing to work towards a resolution.

Sincerely,

***** Northcutt
Analyst, CarMax Customer Relations
Initial Complaint
Date:07/01/2025
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 jeep 3 1/2 months ago from carmax. I have put less than ***** miles on the jeep. I took it into a mechanic shop for what sounded like an exhaust leak. There were 9 issues with the jeep. All of these issues should have been inspected during their 125 inspection they claim all vehicles go thru.
Business Response
Date: 07/08/2025
7/8/2025
Operations Department
**********************************************
************************

Re: ***** ********
Complaint ID: ********
2020 *** 230 (the **************************************************************************** you for forwarding the complaint dated 7/1/25, regarding the Vehicle ***** ******** purchased at the CarMax location in ********************** (CarMax), on or about 2/17/2025. In the complaint customer states that they took the vehicle to a local **** dealer and were advised of multiple issues. The customer requests that ********************** provide a repair.

According to CarMax business records, on or about 7/1/2025, ***** ******** began working with CarMax Customer Relations in ********, ** ("********************** Customer Relations"), regarding the concerns mentioned in the Better Business Bureau complaint. CarMax Customer Relations will continue to handle this claim internally.

CarMax invites ***** ******** to contact us with any outstanding questions or concerns. CarMax Customer Relations can be reached at ************.

CarMax appreciates the chance to respond to Fotis Lambiriss complaint.

********
Analyst, CarMax Customer Relations
Initial Complaint
Date:06/30/2025
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.
Hi there,Im reaching out regarding my ongoing service issue with the pre-owned 2019 *** X4 M40i I purchased from CarMax *************** on 6/13/25. Ive been working with ****** (ccd), who is aware of my concerns, but I need immediate ************* less than two weeks of ownership, Ive received multiple "low coolant" warnings while driving. This is a major safety concern and clearly should have been addressed during CarMaxs pre-sale ************* make matters worse, I obtained a *** dealer inspection report from February 2025 months before my purchase citing a significant, long-standing coolant leak and completely bald front tires. These were not addressed prior to sale, yet the vehicle passed CarMax's *************** is the inspection report (with inspection video): ******************************************************************************************** Report summary: The technician has identified a significant coolant leak in your vehicle. They have observed dried antifreeze on the hoses, indicating a long-standing issue. In addition, the front tires on your vehicle are completely bald, with the internal wires visible, and they are recommending replacement of the front tires.This has been incredibly frustrating. I havent been able to safely drive the car I just bought, and Ive had little luck reaching a service representative despite over 15 calls and texts this past week. The earliest appointment offered is July 9th, which is not acceptable given the severity of the ******** this point, I urgently request the following:- An earlier service appointment.- Option to transfer the vehicle to a *** dealership for repair.- Any possible escalation or prioritization of my case.I chose CarMax for its reputation in quality control and customer experience. Unfortunately, this has been anything but that. I am asking for CarMax to do the right thing and help resolve this quickly so I can safely drive the vehicle I paid for.
Business Response
Date: 07/01/2025
July 1, 2025

Operations Department
***************************************************;
*****************************;

Re: ****** ****
Complaint ID: ********
2019 *** X4 (the Vehicle), VIN: *****************

Dear ************************************* you for forwarding the complaint dated June 30, 2025, regarding the Vehicle ****** **** purchased at the CarMax location in *************************************), on or about June 13, 2025. In the complaint, ****** **** expresses frustration with mechanical issues with the Vehicle and service appointment availability. ****** **** requests CarMax provide a repair.

According to CarMax business records, on or about June 30, 2025, ****** **** began working with CarMax Customer Relations in ********, ** ("********************** Customer Relations"), regarding the concerns mentioned in the Better Business Bureau complaint. CarMax Customer Relations will continue working on this claim internally. ****** Chen can expect to hear back from CarMax Customer Relations within ***** business days.

CarMax invites ****** **** to contact us with any outstanding questions or concerns. CarMax Customer Relations can be reached at ************.

CarMax appreciates the chance to respond to ****** Chens complaint and looks forward to continuing to work toward a resolution.

Sincerely,
***** Arthur
Analyst, CarMax Customer Relations
Initial Complaint
Date:06/28/2025
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.
car max website offered free lyft back when you sell your car. Dealer would not honor and would not pay
Business Response
Date: 07/02/2025
July 2, 2025

Operations Department
***************************************************;
*****************************;

Re: ********* Edwards
Complaint ID: ********
2013 **** A6 (the Vehicle), VIN: *****************

Dear ************************************* you for forwarding the complaint dated June 28, 2025, regarding ********* *******' experience selling the Vehicle to the CarMax location in ************** (CarMax), on or about June 28, 2025. In the complaint, ********* ******* expresses frustration with having to pay for a Lyft home after it was advertised on the website. ********* ******* requests CarMax reimburse them for the cost of the Lyft.

CarMax offers a one-time **** home for all customers who complete an express drop off of their appraised Vehicle. ********* ******* visit was not an express drop off and was not eligible for a Lyft ride home.

According to CarMax business records, after receiving this complaint, on or about June 30, 2025, CarMax contacted ********* ******* by phone. During the call, CarMax committed to reimbursing ********* ******* for the Lyft as a one-time courtesy. On or about July 1, 2025, ********* ******* submitted receipt for the Lyft ride and reimbursement was initiated. ********* ******* can expect to receive the reimbursement in 7-10 business days.

CarMax appreciates the opportunity to respond to ********* *******' complaint.

Sincerely,

***** Northcutt
Analyst, CarMax Customer Relations
Initial Complaint
Date:06/26/2025
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 used **** 500L Lounge from Carmax, the *********** location on approximately August 28, 2024. I purchased it because Carmax states they do a 13 point check on the vehicles they sell and ensure there are no recalls, that is the information I was given when I purchased it. I paid $10,000 in cash and financed the remaining $3000 with Carmax. On October 23, 2024 the check engine light came on. Carmax diagnosed it with having a bad catalytic converter on October 23, 2024. Carmax agreed to fix it since I was still within the 90 days, 4000 miles period. It was repaired on November 13, 2024. On March 30, 2025 my check engine light came back on. I attempted to drive my car since the light wasnt flashing and the car started flashing lights and died. I got back home and called Carmax leaving multiple messages for a call back. I had to have the car towed there to be diagnosed. They diagnosed it and said the transmission was bad and I would have to tow it to a repair shop and gave it diagnosed again, I fought with them and finally they agreed to take it to the shop and pay for diagnostic services. It turns out this issue was a recall they never addressed. They paid to have a new transmission put in. I was without a car for almost 2 weeks and had to pay for a rental because they refused to. On April 30, 2025 the check engine light came back on, carmax diagnosed it and said the O2 sensor was bad on the brand new catalytic converter they installed in November 2024. They repaired it on June 3, 2025. After returning my car I saw it was leaking fluid on June 9, 2025 when it wasn't before, i contacted carmax and made an appointment for June 16, 2025 for diagnostic. Carmax said it was transmission fluid leaking. They contacted me on June 17, 2025 and asked me to bring it back. They had the same transmission place diagnose it and they have stated the clutch line for the transmission is leaking and the repairs are $1800. I want them to replace this car. It is not safe.
Business Response
Date: 06/30/2025
June 30, 2025

Operations Department
720 Moorefield Park Drive, Suite 300
Richmond, Virginia 23236

Re: Brandie Lockwood
Complaint ID: 23524756
2014 Fiat 500L (the “Vehicle”), VIN: ZFBCFACH0EZ017258

Dear Mrs. Jennifer Via:

Thank you for forwarding the complaint dated June 26, 2025, regarding the Vehicle Brandie Lockwood purchased at the CarMax location in Lynnwood, WA (“CarMax”), on or about August 9, 2024. In the complaint, Brandie Lockwood expresses frustration with mechanical issues with the Vehicle and requests CarMax provide a replacement.

According to CarMax business records, on or about June 27, 2025, Brandie Lockwood began working with CarMax Customer Relations in Richmond, VA ("CarMax Customer Relations"), regarding the concerns mentioned in the Better Business Bureau complaint. CarMax Customer Relations will continue working on this claim internally. Brandie Lockwood can expect to hear back from CarMax Customer Relations within 10-12 business days.

CarMax invites Brandie Lockwood to contact us with any outstanding questions or concerns. CarMax Customer Relations can be reached at 800-519-1511.

CarMax appreciates the chance to respond to Brandie Lockwood’s complaint and looks forward to continuing to work toward a resolution.

Sincerely,
Emily Arthur
Analyst, CarMax Customer Relations
Customer Answer
Date: 07/01/2025

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID 23524756, 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: [email protected].

Regards,

Brandie Lockwood

Customer Answer
Date: 07/10/2025
Hello,

I filed a complaint against Carmax around 6/25 or 6/26, requesting a replacement vehicle or a refund due the vehicle I purchased from them being unsafe and a lemon, having more than 3 major safety issues in a 10 month period. You can see on my original complaint how many I have had. The most recent one was the clutch line being damaged, possibly by a mechanic that they worked with when the transmission went out. They got the car back from the transmission place on 7/08 and requested I come puck it up, when I arrived I was told by the service technician that the check engine light was back on and they would need to do further investigation. They then called me on the evening of 7/09 at 5:17pm stating that the light had gone off but they needed to keep the car to ensure the lignt didn't come back on and that the car didn't need further repairs. At 5am I received an appraisal for $8000, this is not in alignment with my original BBB complaint where I requested at replacement of equal or greater value (which I understood I would need to increase my financing for) a refund of my $10,000 and a cancelation of my loan, so that I may purchase a vechile elsewhere. I attempted to contact their cutomer relations representative that has been working on my case and received no response. I called the location in ******************* and spoke with the operating manager, *****, he is now stating that he was unaware of my BBB complaint and the letter the company sent stating they would be working with me on my request. I don't know if I should file another complaint, but this appraisal offer is not acceptable to me and I told them that. I did not request an appraisal of the vehicle. Can you please advise ?

Sincerely

******* Lockwood

**************************************

************
Business Response
Date: 07/14/2025
July 14, 2025

Operations Department
***************************************************;
*****************************;

Re: ******* ********
Complaint ID: ********
2014 **** 500L (the Vehicle), VIN: *****************

Dear ************************************* you for forwarding the rebuttal complaint dated July 10, 2025, regarding the Vehicle purchased from the CarMax location in ************ (CarMax), on or about August 9, 2024.

We understand ******* ******** disputes the resolution provided by CarMax Customer Relations located in ********, VA. CarMax has provided an explanation of the appraisal offer and the appropriate next steps. CarMax has committed to allowing ******* ******** to continue driving the loaner provided while the Vehicle is being serviced and extending the 7-day appraisal offer of $8,000 by an additional seven days. Based on a review of ******* ********** concerns and history, we continue to uphold the resolution shared on July 10, 2025.

CarMax invites ******* ******** to contact us with any questions or concerns regarding the resolution options. CarMax can be reached at **************.

CarMax appreciates the opportunity to respond to this rebuttal for ******* ********.

Sincerely,
***** Arthur
Analyst, CarMax Customer Relations
Customer Answer
Date: 07/14/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

******* ********
Initial Complaint
Date:06/26/2025
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 purchased a 2016 Jeep Cherokee Sport from Carmax Auto Finance on 5/5/25. Upon receiving the car, the service message indicated that an oil change was needed so I completed that with my local Jeep dealership, which I believed should have been handled by CarMax prior to the sale. On 5/14/25 the check engine light appears reading codes for misfire in cylinder 2. I take it to Carmax under the warranty and the issue was supposed to be fixed by ******** tires on 5/17/25. They also had to fix a broken signal switch arm that was sticking which was completed 5/20/25. They replaced that part incorrectly, however I brought the vehicle to Jeep dealership for recalls 6/3/25 (note that car max reported no open recalls on the vehicle however my email reported 3 about 15 days receiving the vehicle). After service was completed by Jeep all problems seemed to go away. 6/10/25 at 11:49 am service lights stated service transmission, abs, traction control, parking brake, check engine were on with codes indicating I needed new brakes, cars brakes and other systems on wheels were reported as ***** by dealership and CarMax. This was fixed by Carmax 6/13/25. On 6/16/25 vehicle again reports check engine light cylinder 2 misfire and hard start rough idle. Vehicle was brought in for service on 6/24/25 and returned 6/25/25 stating issue had been fixed. Note that each time it is reported that codes are cleared off the vehicle. Today 6/26/25 the cylinder 2 misfire check engine light is on again, which means the issue has not been resolved. I plan to take the car back to Carmax as it is still under their limited warranty until 7/29/25. With the vehicle having as many issues as it has had, and the nature of them and the car being ***** as well I suspect they may have sold a previously flooded vehicle. I also believe that the check engine light must have been known as when it first appeared it was less than 2 weeks of selling the car. It seems like they are stalling me.
Business Response
Date: 07/01/2025
July 1, 2025

Operations Department
***************************************************;
*****************************;

Re: ****** Wray
Complaint ID: ********
2016 JEEP CHEROKEE (the Vehicle), VIN: *****************

Dear ************************************* you for forwarding the complaint dated June 26, 2025, regarding the Vehicle ****** **** purchased at the CarMax location in ********, ** (CarMax), on or about May 5, 2025.

CarMax Customer Relations in ********, **, has reviewed ****** Wrays complaint, and we thank them for sharing information about their concerns. As this is ****** Wray first time contacting CarMax Customer Relations about this issue, we would appreciate the opportunity to assist directly and encourage them to contact us by phone at ************** or by email at ***************************************************************. If you contact us by email, please include the name, phone number, and Vehicle make and model in the body of the email, along with your complaint.

We look forward to presenting a resolution to ****** ****** complaint.

Sincerely,
***** Northcutt
Analyst, CarMax Customer Relations
Customer Answer
Date: 07/04/2025
[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 speak with them to work towards replacing the engine, replacing the car, or a full refund. 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,

****** ****

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CarMax , Inc. is NOT a BBB Accredited Business.