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

  15931 Frederick Rd Rockville, MD 20855-2218

• 

  CarMax

  1215 Ernest W Barrett Pkwy NW Kennesaw, GA 30144-4540

• 

  CarMax, Inc.

  3801 Bonney Rd Virginia Beach, VA 23452-2462

• 

  Carmax, Inc.

  1300 NW 98th Ct Doral, FL 33172-2749

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:07/16/2025

  Type:Sales and Advertising 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.

  My father and I have been in the process of selling out my leased vehicle from ************************, which is a subsidiary of ************************* / ******************. I've called both a CarMax dealer and customer service line, as well as ***** ****************** themselves, to which all parties have confirmed that I was able to do this. When it came down to actually selling the vehicle at CarMax in ******, they denied and said that they don't accept cars through ************************. We then called *** to confirm once again if this was possible, and was told that I could still sell the lease. When speaking to one of the sales ***resentatives that my father was with in person, he told me that the reason they don't want to accept the vehicle today was because the dealership in the past has had difficulties in processing the title from ************************ which would then prevent a future sale on the car. He told me they "have signs up around the dealer stating they don't buy vehicles from certain companies", but when I asked him for a picture or for clarification on which specific car lender they don't accept from, he said it could be a company policy that their CarMax instated. I then told the sales *** that wasn't a valid excuse to deny a sale since no where online did it state that kind of absurd policy, and that I've had reinforced evidence from MFS and other CarMax dealer's that prove the car could be sold to them.

  Business Response

  Date: 07/22/2025

  
  ?July 22, 2025 
  
  Operations Department   
  ***************************************************;
  *****************************;
  
  Re: ***** Iwahiro 
  Complaint ID: ******** 
  
  Dear ************************************* you for forwarding the complaint dated July 16, 2025, regarding the sale of their leased vehicle.  
  
  CarMax Customer Relations in ********, ** has reviewed ***** Iwahiros complaint, and we thank them for sharing information about their concerns. CarMax would love the opportunity to earn ***** Iwahiros business. However, CarMax is unable to purchase certain leased vehicles due to restrictions set by some lenders, including the one that holds ***** Iwarhiro's lease. These restrictions are beyond CarMax's control. If ***** ******* would like to move forward with selling their vehicle, wed recommend they buy out the lease and then sell it to CarMax.  
  
  CarMax appreciates the opportunity to respond to ***** Iwahiros complaint.  
  
  Sincerely,    
  
  ***** Northcutt 
  Analyst, CarMax Customer Relations   

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID *******. Whatever the business responded is false based off of other customer experiences and reviews online, but I won't pursue any further action.
  
  Regards,
  
  ***** *******
  
  
  
  

• Initial Complaint

  Date:07/15/2025

  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 am writing to file a complaint regarding a vehicle I purchased from CarMax that I now believe was defective at the time of sale.I bought the car in August of 2023 and began experiencing issues just 14 days after purchase. The first problem was with the passenger seat sensor, which was repaired under CarMaxs 30-day warranty. Shortly afterward, I discovered a windshield wiper fluid leak, which also required ************ February 2025, my brake light came on. I took the vehicle to ******************* in *******, where I was told that the brake sensors had been previously cut a clear safety concern. As a college student at the time, I could only afford to address the most urgent issue, so I had the rear brakes replaced. I was told the brake light would stay on due to the cut sensors and that I would need to keep driving it in that condition.Most recently, in late June 2025, I discovered a coolant leak. I brought the vehicle to CarMaxs service shop on July 7, 2025. After over a week of repairs, they told me they had replaced some parts but that there was still another unresolved leak somewhere in the system.This car has now had multiple mechanical issues in less than two years, some of which affect vehicle safety. The fact that cut brake sensors went undetected before sale and that *** had over three major service visits makes me question the integrity of CarMaxs "125-point inspection" and their marketing promises of selling safe, reliable, thoroughly inspected vehicles.I am seeking a formal investigation into this sale. As a consumer, I feel misled, and I am now financially burdened by a vehicle that appears to have had hidden or undisclosed defects from the start.Thank you for your time and attention.

  Business Response

  Date: 07/17/2025

  July 17, 2025 
  
  Operations Department   
  ***************************************************; 
  *****************************; 
  
  Re: ******** ********
  Complaint ID: ********
  2018 *** 530E (the Vehicle), VIN: *****************
  
  Dear ************************************************************************************************************************************************************************************************************************************************************************************************************************************************* you for forwarding the complaint dated July 15, 2025, regarding the Vehicle ******** ******** purchased at the CarMax location in ************** (CarMax), on or about August 2, 2023.
  
  CarMax Customer Relations in ********, **, has reviewed ******** Cherubins complaint, and we thank them for sharing information about their concerns. As this is ******** Cherubins 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,  
  ***** Arthur 
  Analyst, CarMax Customer Relations

• Initial Complaint

  Date:07/13/2025

  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 2023 ********************* 2WD from CarMax (********, ** location) on February 28, 2024. Soon after purchase, I began experiencing repeated mechanical issues with the vehicle that required multiple service visits. The ************ location could not resolve the issue and ultimately referred me to the Serramonte CarMax location. After two unsuccessful service attempts there, I was directed to a third-party diagnostic center all of which failed to permanently resolve the problem.After significant time, effort, and inconvenience, CarMax finally agreed to proceed with a buyback of the vehicle under what I believe qualifies as a California Lemon Law situation. However, the resolution offered a simple refund of the down payment, monthly payments, and extended warranty (*******) does not adequately account for the customer distress and product failure I ************** a reasonable and good-faith customer, I proposed a replacement vehicle of equal or higher trim within the same model family (2023 **** Explorer Platinum AWD), without additional cost to me. This is in line with the intent of California Lemon Law, which allows for either buyback or replacement of equal value. Despite multiple attempts to resolve this amicably and professionally, CarMax declined to consider the replacement request and closed communication.I am therefore filing this complaint with BBB to:Document this unresolved dispute,Seek a fair, alternative resolution,And highlight the treatment I received after buying a defective vehicle.I am still open to resolving this matter amicably with CarMax if they reconsider their current position.Sincerely,Gunes ***** ********

  Business Response

  Date: 07/16/2025

  July 16, 2025
  
  Operations Department        
  ***************************************************;     
  ********, ******** 23236      
  
  Re: Gunes Demirtas 
  Complaint ID: ******** 
  2023 **** Explorer (the ************************************************************************************************************************ you for forwarding the complaint dated July 13, 2025, regarding the Vehicle Gunes Demirtas purchased at the CarMax location in *****, ** (CarMax) on or about February 27, 2025. In the complaint, Gunes Demirtas requests a replacement vehicle due to ongoing service concerns.
  
  According to CarMax business records, on or about July 7, 2025, Gunes Demirtas 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 7, 2025.
  
  There has been no change in the previous resolution delivered to Gunes Demirtas. CarMax appreciates the opportunity to respond to Gunes Demirtass concerns.
  
  Sincerely,
  ****** ****
  Analyst, Customer Relations

  Customer Answer

  Date: 07/16/2025

  Thank you for the response.
  
  While I acknowledge that CarMax has offered a buyback, I must emphasize that this offer only includes the return of funds that I originally paid out of pocket my down payment and monthly installments. In other words, CarMax is not providing any meaningful compensation for the time, stress, and inconvenience I experienced as a result of purchasing a defective vehicle from what is advertised as a reputable and customer-focused company.
  
  The 2023 **** Explorer I purchased had serious and repeated mechanical issues that could not be resolved even after multiple service visits, including a referral to a third-party facility. This clearly falls within the principles of California Lemon Law.
  
  I have respectfully requested a replacement vehicle of equal or slightly greater trim within the same model family. I believe this to be a fair and customer-centered resolution, especially considering that CarMax sold me a faulty product and failed to remedy the situation internally.
  
  Unfortunately, CarMax has not acknowledged this request or offered any alternative beyond the return of money I already paid effectively leaving the burden of their product failure entirely on the customer.
  
  I remain open to resolving this amicably and would still prefer to move forward with a replacement vehicle rather than escalate this further. However, I do not consider the current resolution adequate or complete.
  
  Thank you for continuing to review this matter.
  

• Initial Complaint

  Date:07/11/2025

  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 an 2019 ***** Silverado with ****** miles in April of 2024. At the Waterbury Carmax. Within the first 5000 miles the transfer case went and had to be replaced. Within the next ********* miles the transmission had to be replaced as well as the back brakes. After the the transmission was replaced it never shifted correctly and just didnt seem right. The garage that Carmax recommended and did the work told me to continue to drive it because it was under warranty. Within the next 10-12,000 miles the transmission needed to be replaced again for the second time. As soon as I got the truck back it started with the same issues. Now the front end has some issues. The truck now has ****** on it and nothing is right. *** had this truck 15 months and its been in the shop two months since purchasing it. Ive lost time at work because I had no vehicle. Every time it has cost me $250 through the warranty each time it was in the shop. I can not continue to pay for this vehicle because I can not trust it.

  Customer Answer

  Date: 07/15/2025

  This is all the information you requested 

  Business Response

  Date: 07/16/2025

  July 16, 2025 
  
  Operations Department   
  ***************************************************; 
  ********, ******** 23236  
  
  Re: ***** *******
  Complaint ID: ********
  2019 Chevrolet Silverado 1500 (the Vehicle), VIN: *****************
  
  Dear ************************************************************************************************************************************************************************************************************************************************************************************************************************************************* you for forwarding the complaint dated July 11, 2025, regarding the Vehicle ***** ******* purchased at the CarMax location in ************* (CarMax), on or about April 1, 2024.
  
  CarMax Customer Relations in ********, **, has reviewed ***** ******* complaint, and we thank them for sharing information about their concerns. As this is ***** ******* 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,  
  ***** Arthur 
  Analyst, CarMax Customer Relations

• Initial Complaint

  Date:07/11/2025

  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.

  Was told my warranty with the car I just bought from carmax in *******, ** can be serviced anywhere thats licensed, it also states on the carmax website that it is covered nationally at any licensed mechanics office or dealership. Took to ************************************** service, they couldnt reproduce what was wrong after holding my car for 4 days with no update. Took my car back, carmax manager is rude and lied to me about warranty saying it wont cover unless i get the services at carmax. Took it to ****** ****** ****** they diagnosed within 2 hours that it needs new transmission an submitted a claim with carmax warranty. Denied my claim to replace transmission, manager at *********** carmax told them they would only cover what their preferred mechanic would charge which also is unlawful and probably illegal. Again manager ******* is extremely rude, wouldnt offer me a loaner vehicle while waiting for mine to get fixed because the last time they had my car she said that I abandoned the loaner at their preferred vendor for repairs i never abandoned the vehicle and i was told by her and her service department to leave it there when i picked up my car, then she lied about my warranty and is using her position of authority there to keep me from getting my transmission replaced under warranty at my choice of repair location. I would like to send this complaint concerning my warranty coverages an as a general complaint against the gainesville ga carmax and ******* the manager there. Also their preferred vendor was aggressive an floored my vehicle unsafely out of his car lot when i went to pick it up because I wouldnt leave it there and threw the keys at me. The manager at carmax when i told her of the altercation at pattersons auto in ***********, she dismissed me an the altercation because we just dont normally do it like that when i told her he was aggressive an unprofessional. 06-25-25/07-10-25. Will send repair invoice with total amount shortly.

  Business Response

  Date: 07/16/2025

  July 16, 2025   
  
  Operations Department     
  ***************************************************;   
  ********, ******** 23236    
  
  Re: ****** ******
  Complaint ID: ********
  2013 Scion FR-S (the Vehicle), VIN: *****************
  
  Thank you for forwarding the complaint dated July 11, 2025, regarding the Vehicle ****** ****** purchased at the CarMax location in ***********, ** (CarMax), on or about June 21, 2025. In the complaint, ****** ****** expresses frustration with mechanical issues with the Vehicle and an inability to get into a loaner vehicle from CarMax. ****** ****** requests that CarMax provide a refund or a repair.
  
  According to CarMax business records, on or about July 11, 2025, ****** ****** spoke with CarMax regarding their concerns mentioned in the Better Business Bureau complaint. CarMax Customer Relations delivered the resolution to ****** ****** by phone on or about July 11, 2025. CarMax committed to allowing ****** ****** to drop the Vehicle off at CarMax for service under the 90-day/4,000-mile limited warranty period. CarMax will take the Vehicle to a trusted vendor to complete the diagnostics and any repairs, and will provide ****** ****** with a loaner vehicle. ****** ****** expressed dissatisfaction 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:07/10/2025

  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.

  My ****** Maxima 2017, Platinum was taken to Carmax for Radio malfunction that has led to the car's Camera System dis-configured. Carmax Customer Relations had to **** in to have the error rectified, This has even made it worse, in the process of rehabilitating my camera they triggered another error 'Parking Sensor error, See Owner's Manual' now my sensors are completely cut off. That message pops up each time I start the engine. Carmax has refused to proceed with the repairs: first it was, go fix the dent in your bumper before we proceed, secondly, your car has no more warrantee, then after I returned with my bumper fixed, Carmax Customer Relations is saying we are not liable for the repairs. the car still is covered till ******* milage under *******

  Business Response

  Date: 07/16/2025

  July 16, 2025 
  
  Operations Department   
  ***************************************************;
  *****************************;
  
  Re: Brume Mukoro 
  Complaint ID: ********   
  2017 ****** MAXIMA (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated July 10, 2025, regarding the Vehicle Brume Mukoro purchased at the CarMax location in ****************** (CarMax), on or about September 4, 2021. In the complaint, Brume Mukoro outlines a repair concern and requests that CarMax repair the Vehicle.  
  
  According to CarMax business records, on or about July 8, 2025, Brume Mukoro spoke with CarMax Customer Relations in ********, ** ("********************** Customer Relations"), by phone, regarding their concerns mentioned in the Better Business Bureau complaint. CarMax Customer Relations delivered the resolution by phone on or about July 10, 2025. CarMax would not have support to provide for the repair, and any out-of-pocket expense would be Brume Mukoros responsibility. Brume ****** expressed dissatisfaction with the resolution presented by CarMax. 
  
  There has been no change in the previous resolution delivered to Brume Mukoro. 
  
  CarMax appreciates the opportunity to respond to Brume Mukoros concerns.    
  
  
  Sincerely,    
  
  ***** Northcutt 
  Analyst, CarMax Customer Relations   

  Customer Answer

  Date: 07/16/2025

  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.
  
  Carmax has continually failed to address the real cause of concern that led to this issue, and it is disgraceful and benaeth the professed standards for an organization of that clout. They CarMax, have not denied the fact that the dent was in the bumper when I brought the car in for repairs for the first time. They have not denied there was no Red Flag boldly screaming "Parking Sensor Error" The Master Warning Light, showing the sensors and camera safety systems were tampered with.There was non, otherwise they CarMax wouldn't have touched the vehicle or let-alone commence repairs on the vehicle. Where was the diagnostic report of the vehicle before repairs was commenced?. I believe they have it? Two time back to back the vihicle was returned to CarMax with customer service informed of the situation. Innitially the radio was repaired and my cameras were disconnected, they recalled the vihicle immidiately to work on the cam, next it is the Parking Sensor Error.? The problem here is, who ever must have worked on my vehicle is not a ****** Expert. The Radio/Camera System share one same Screen. I will follow this matter wherever it leads, to find justice for my vehicle. Its a ****** 2017 Maxima Plantinum not other version
  
  Regards,
  
  Brume Mukoro
  
  
  
  
  

  Customer Answer

  Date: 07/17/2025

  
  When did you purchase the vehicle?

  1. Answer: September, 4th 2021

  
  Is there still an active warranty/guarantee regarding this issue you are complaining about?

  2. Answer: For a certain period of the life span of the vehicle, my contract with CarMax guarantees repair coverage for anything electronics, called MaxCare Warranty. My ******* coverage lasts through ******* or ******* milage or through the life of the vehicle. As at the time of they asked me to go fix my bumper the vehicle's warranty was still very much intact, millage and all, (maybe they were banking on delaying till my warrantee exires.) As I write my vehicle coverage for ******* priviledges are still very much intact and within milage requiremnets.

  Thank you.

  Business Response

  Date: 07/22/2025

  July 22, 2025 
  
  Operations Department   
  ***************************************************;
  *****************************;
  
  Re: Brume Mukoro 
  Complaint ID: ******** 
  2017 ****** MAXIMA (the Vehicle), VIN: *****************   
  
  Dear ************************************* you for forwarding the rebuttal complaint dated July 16, 2025, regarding the Vehicle purchased from the CarMax location in **************, ** (CarMax) on or about September 4, 2021. 
  
  We understand Brume Mukoro disputes the resolution provided by CarMax Customer Relations located in ********, **. CarMax upholds our previously shared resolution to ***** ******. CarMax would not have support to provide for the repair, and any out-of-pocket expense would be Brume Mukoros responsibility.  Based on a review of Brume Mukoro's concerns and history, we continue to uphold the resolution shared on July 10, 2025.   
  
  CarMax invites Brume Mukoro 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 Brume Mukoro. 
  
  
  Sincerely,    
  
  ***** Northcutt 
  Analyst, CarMax Customer Relations   

  Customer Answer

  Date: 07/22/2025

  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.
  
  [There will be no further attempt on my part to accept anything less than my stand a demand for my complaint to be redressed appropriately and resolved by CarMax. Whatever BBB's position is with regards to this matter, I will like to hear it, that way I can proceed. Thank you ]
  
  Regards,
  
  Brume Mukoro
  
  
  
  
  

• Initial Complaint

  Date:07/09/2025

  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.

  Purchase a car in February at Carmax and its 5 months they're trying to give me hard time about oil change when it wasn't donr by a auto service in which we didn't keep the receipts but my last oil change was June 8 2025 I would like to file a complaint on yhe business CarMax in ********** which they didn't have a location on the website. Thanks

  Business Response

  Date: 07/11/2025

  July 11, 2025 
  
  Operations Department   
  ***************************************************;
  *****************************;
  
  Re: ****** Bennett 
  Complaint ID: ******** 
  2013 ******* SANTA FE (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated July 9, 2025, regarding the Vehicle ****** ******* purchased at the CarMax location in **********, *******;(CarMax), on or about February 17, 2025. In the complaint, ****** ******* expresses frustration with repair concerns and being denied support based on oil changes. ****** ******* requests that CarMax provide a repair for the Vehicle.   
  
  According to CarMax business records, on or about July 3, 2025, ****** ******* began working with CarMax Customer Relations in ********, ** ("********************** Customer Relations"), by phone, regarding the concerns mentioned in the Better Business Bureau complaint. CarMax Customer Relations and/or ********************** has attempted to contact ****** ******* by phone multiple times over the past week and left multiple voicemails. ****** ******* returned with a call to CarMax Customer Relations on or about July 11, 2025. CarMax Customer Relations will continue working on this claim internally. ****** ******* 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 ****** ******** complaint.     
  
  Sincerely,    
  
  ***** Northcutt 
  Analyst, CarMax Customer Relations   
  

• Initial Complaint

  Date:07/08/2025

  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 car from carmax and returned the car within the 10 day grace ******* Carmax gave me back my downpayment but they have not sent over my linear loan to my bank. My bank and I keep calling ****** to figure it out but the check still doesn't get sent and it has been since march (4 months). I am paying the loan on a car that I don't have in my possession.

  Business Response

  Date: 07/09/2025

  July 9, 2025 
  
  Operations Department   
  ***************************************************;
  *****************************;
  
  Re: ******* Fierro 
  Complaint ID: ******** 
  2022 ***** Civic (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated July 8, 2025, regarding the Vehicle ******* ****** purchased and returned to the CarMax location in *******, *******;(CarMax). In the complaint, ******* ****** expresses concern with the Vehicle not being paid off to the lender.  
  
  According to CarMax business records, on or about July 8, 2025, ******* ****** began working with CarMax Customer Relations in ************ ("********************** Customer Relations") via phone, regarding the concerns mentioned in the Better Business Bureau complaint. CarMax Customer Relations will continue working on this claim internally. ******* ****** 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 ******* ******* complaint and looks forward to continuing to work towards a resolution.    
  
  Sincerely,    
  
  ***** Northcutt 
  Analyst, CarMax Customer Relations   

• Initial Complaint

  Date:07/07/2025

  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.

  Service A took place on 1/10/25 Inquired about Service engine light, I asked if that was included with service A. *** stated no that is a separate diagnostic. There was not enough time that day to add.Windshield wiper service 1/24/25 2/16/25 noticed that the car was stalling while driving, start/stop as if it could shutdown, immediately returned home.2/17/25 car still doing the same start/stop almost shutdown, was able to make it back into parking space at home. Considered driving for inspection but submitted for an appointment (mobile) w/a Mercedes specialist.2/22/25 Mercedes Specialist diagnostic through ************* Mechanic Tech (*********) stated that oil was completely empty and this caused the turbo to go out. I advised that I just had an oil change on 1/9/25 he stated if that was the case there should have been a trace of oil on the stick. He took the drip stick out and I was able to visually see the dry stick (took a photo). He asked if they advised of a leak during my appt. I told him no nor did I see any evidence of a leak on the snow.I told him they did ask about the check engine light, the tech advised that this did not have anything to do with it. He said that light just needed to be reset by ********. He also found that they left my old windshield wiper in the hood and did not properly remove the stickers of the new windshield wipers so it could begin tracking usage for replacement purposes.2/22/25 Called Carmax ************** to advise of the findings and they were closed but a customer service representative took the details and ensured they would get me taken care of, she stated that a Manager would call me back within 24 hours.***Addtl ************************ details included in attachment: Carmax Car ***air Complaint pdf

  Business Response

  Date: 07/09/2025

  July 9, 2025 
  
  Operations Department   
  ***************************************************;
  *****************************;
  
  Re: ******** Washington 
  Complaint ID: ******** 
  2016 Mercedes C300 (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated July 7, 2025, regarding the Vehicle ******** ********** purchased at the CarMax location in ********, *******;(CarMax), on or about April 5, 2019. 
  
  CarMax Customer Relations in ********, ** has reviewed ******** ************ complaint, and we thank them for sharing information about their concerns. As this is ******** ************ 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   
  

• 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 ********