Complaints

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

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• 

  CarMax , Inc.

  12800 Tuckahoe Creek Pkwy Richmond, VA 23238-1115

• 

  CarMax , Inc.

  901 Murray Olds Dr Midlothian, VA 23114-2601

• 

  CarMax , Inc.

  1448 Richmond Rd Charlottesvle, VA 22911-3509

• 

  CarMax, Inc

  15931 Frederick Rd Rockville, MD 20855-2218

• 

  CarMax, Inc

  45210 Towlern Place Sterling, VA 20166

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:07/19/2025

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am still waiting for customer relations analyst **** to respond to my credit union and myself on the exchange of collateral. I am still waiting for the Carmax Norcross store sales manager and associate to help me find a safe and reliable vehicle for transfer. I have emailed, called the Carmax Norcross sales manager **** ****** and the sales person *** ****. I have sent stock numbers to both of them and I am not being helped. **** ****** called me on Saturday, July 26, 2025 and told me on the phone that he and others have shared information about me and talked about me to other stores and looked into the file they created on me and trying to find dirt on me in essence. My character and good name is being slandered by ***** employees at ******** and Roswell and in the database where they wrote all the lies about me. I want this defamation and harassment to cease and desist now. I am not to be blamed for them selling me an unsafe and damaged vehicle, but it is clear they are switching the narrative and trying to make me look dishonest and ruin my good name.
  
  Regards,
  
  ***** *******
  
  
  
  
  o return it and get my deposit back. I told the sales manager that I want the vehicle fixed and warranty the repairs. Carmax refused to fix the vehicle. I drove the vehicle home and it is sitting in the garage.I put less than 100 miles on the vehicle since I purchased it on July 10, 2025.I used my credit union to finance the vehicle and I paid $990.00 as a deposit. I purchased the carmax Maxcare warranty which cost me $2000 for ******* miles.

  Business Response

  Date: 07/22/2025

  July 22, 2025 
  
  Operations Department   
  ***************************************************;
  *****************************;
  
  Re: ***** Johnson 
  Complaint ID: ******** 
  2021 ***** CR-V EX (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated July 19, 2025, regarding the Vehicle ***** ******* purchased at the CarMax location in ********, ** (CarMax), on or about July 10, 2025. 
  
  CarMax Customer Relations in ********, **, has reviewed ***** Johnsons complaint, and we thank them for sharing information about their concerns. As this is ***** Johnson's 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 ***** Johnsons complaint. 
  
  
  Sincerely,    
  
  ***** Northcutt 
  Analyst, CarMax Customer Relations   

  Business Response

  Date: 07/24/2025

  July 24, 2025  
  
  Operations Department    
  ***************************************************; 
  *****************************; 
  
  Re: ***** Johnson  
  Complaint ID: ********  
  2021 ***** CR-V EX (the Vehicle), VIN: *****************  
  
  Dear ************************************************* you for forwarding the rebuttal complaint dated July 23, 2025, regarding the Vehicle purchased from the CarMax location in ********, ** (CarMax), on or about July 10, 2025. 
  
  According to CarMax business records, on or about July 11, 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. ***** ******* can expect to hear back from CarMax Customer Relations within ***** business days.    
  
  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,     
  
  ***** Northcutt  
  Analyst, CarMax Customer Relations    

  Customer Answer

  Date: 07/23/2025

  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. I have an open customer relations ticket and the ********************** analyst name **** is ignoring my phone calls and those of my bank that finance the lemon vehicle.   Carmax is not honest in their dealings with me. Carmax refuse to honor their 90 day warranty and repair the vehicle. Carmax is attempting at this time to exchange the vehicle for another damaged vehicle. I have the stock numbers of all the damaged vehicles they are trying to get me to exhange for the other damage vehicle they sold me. This is disgusting and breach of contract. Carmax business office employees have hung up in my face and the business office manager at the norcross location has tried to use intimidation tactics against me.  
  

  The resolution is get me another vehicle of my choosing with no  accidents, no open recalls, one owner, no damage and reduce the price for the cost of repairing the damage vehicle they sold me.
  
  Regards,
  
  ***** *******
  
  
  
  

  
  

• Initial Complaint

  Date:07/18/2025

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was in contact with two to three different customer relations representatives yesterday and also received a call from a manager at a CarMax location here in TN. However, this individual and location were entirely unrelated to my purchase, which was made in **. Even he expressed confusion about his involvement in the matter.
  
  I did receive a timely email from the Norcross location regarding the requirement to register the vehicle per the terms of the agreement. Registering the vehicle is exactly what Ive been attempting to do. However, due to CarMaxs negligent miscalculation of applicable taxes, failure to accurately disclose financial obligations, and overall misrepresentation of the total cost of the purchase, Ive been unable to complete the registration process without incurring substantial unexpected costs. This constitutes not only negligence, but also may be considered a violation of consumer protection laws through deceptive trade practices.
  
  The customer relations analyst merely restated  that the Important Information for Out-of-State Buyers document indicated we were responsible for additional fees. This document does not state additional fees but rather, applicable fees. This document was signed alongside the retail installment contract, which itemized both Sales Tax and TN SALES TAX. These line items reflected the total tax obligation. The dealership was aware the vehicle would be registered in another state and failed to disclose any additional tax requirements. They explicitly noted possible taxes in ******** but made no such disclosure for Tennessee.

  It appears the customer relations department exists more to deflect concerns than resolve them, which only reinforces the pattern of misleading and unethical conduct that has become apparent through this experience

  Regards,
  
  Brittany
  
  
  
  

  
  arly showed Sales Tax and TN Sales Tax line items, which reflected all applicable tax obligations. No verbal or written disclosure was made about other taxes due or the difference in tax treatment between states. The dealer even advised that taxes might be separate for Kentucky registrations, influencing my decision to register in *********, where they failed to disclose the extended warranty tax.When attempting to raise the issue with Carmax ******************** you are told they cannot disclose the name of, or connect you with, the management or leadership responsible for this location. This only further confirms their complete lack of transparency, accountability, and willingness to address serious customer concerns, as well as their negligent practices. This evasiveness compounds frustrations but also directly contributes to the deceptive practices customers experience at this dealership.

  Business Response

  Date: 07/22/2025

  July 22, 2025 
  
  Operations Department   
  ***************************************************; 
  *****************************; 
  
  Re: ******** *********
  Complaint ID: ******** 
  2022 Jaguar XF (the Vehicle), VIN: *****************
  
  Dear ************************************************************************************************************************************************************************************************************************************************************************************************************************************************* you for forwarding the complaint dated July 21, 2025, regarding the Vehicle ******** ********* purchased at the CarMax location in ********, ** (CarMax), on or about June 30, 2025.
  
  CarMax Customer Relations in ********, **, has reviewed ******** Pembertons complaint, and we thank them for sharing information about their concerns. As this is ******** Pembertons 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 ******** Pembertons complaint.    
  
  
  Sincerely,  
  ***** Arthur 
  Analyst, CarMax Customer Relations

  Business Response

  Date: 07/25/2025

  July 25, 2025 
  
  Operations Department   
  ***************************************************; 
  *****************************; 
  
  Re: ******** *********
  Complaint ID: ********
  2022 Jaguar XF (the Vehicle), VIN: *****************
  
  Dear ************************************* you for forwarding this rebuttal complaint dated July 18, 2025, regarding the Vehicle ******** ********* purchased at the CarMax location in ********, ** (CarMax), on or about June 30, 2025. In the complaint, ******** ********* expresses frustration with an unexpected out-of-pocket cost for taxes when registering the Vehicle in ********* after purchasing the vehicle in *******. ******** ********* requests that CarMax provide a billing adjustment.
  
  According to CarMax business records, on or about July 22, 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 23, 2025. CarMax determined that ******** ********* was advised that additional state-specific taxes could be due after the purchase, both verbally and by an out-of-state purchase document acknowledging that they understood they would be responsible for any applicable taxes and fees required by the state of Tennessee at the time of registration. This document was signed by ******** ********* on the date of the purchase. ******** ********* may contact CarMax to obtain a copy of the out-of-state purchase document for their records. ******** ********* 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 ******** Pembertons concerns.  
  
  Sincerely,  
  ***** Arthur 
  Analyst, CarMax Customer Relations

  Customer Answer

  Date: 07/25/2025

  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.
  
  
  CarMaxs misrepresented and failed to disclose the full tax liability re: my vehicle purchase. I purchased a vehicle from a location in **. I reside in ***  The Contract I signed included specific line items for Sales Tax and TN SALES TAX, which I reasonably understood to reflect the full tax amount due, given that these amounts were included in the financing.
  Again, when contacted, the business office stated the original tax amounts were merely  estimates and claimed they cant possibly know every states tax laws.  This also was never disclosed or communicated at the time of purchase.
  
  A multi-state dealer that regularly facilitates out-of-state transactions and should have systems in place to ensure buyers are informed of their full tax obligations or, at the least, explicitly warned if the amounts listed are incomplete. Instead, they listed specific dollar figures in a binding contract and failed to identify them as estimates or partial amounts, resulting in a misrepresentation that caused financial burden and impacted our ability to make an informed purchase decision. 
  Carmax continues to cite general their disclaimers, incorrectly, while listing partial or misleading figures in binding contracts. Carmax cites the Important Info for Out-of-State Residents form but this doc states the buyer is responsible for applicable taxes and fees not additional. When paired with a contract that already itemizes taxes as final, and no mention of any remaining liabilities, there is no basis for interpreting that more would be due.

  CarMax had no issue disclosing Kentucky tax information upfront, but failed to do the same for Tennessee, even though both are neighboring states with similar cross-border tax considerations. This inconsistent and selective disclosure further demonstrates their negligent if not deceptive practices. 

  
  Regards,
  
  ******** *********