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:07/17/2025

  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.
  
  To Whom It May Concern,
  I am writing to formally respond to CarMaxs recent statement regarding my complaint filed with the Better Business Bureau.
  I purchased my vehicle from the CarMax ********* location on October 28, 2023. I brought the vehicle back to CarMax due to engine concerns within the first 90 days, specifically in January or February 2024. At that time, CarMax replaced the battery only, but did not address the actual engine issue I reported and yes I told them there was a tapping/knocking noise coming from the engine again CarMax doesn't want to say that I did inform them this and they refused or didn't note it down instead they put brakes squeaking. Despite my continued complaints about the knocking noise and worsening performance, each time I returned to CarMax I was told there was nothing wrong with the vehicle.
  Because the issue continued and my concerns were dismissed, I stopped returning after the 90-day window had passed, feeling frustrated and unheard. However, as the issue worsened, I followed CarMaxs advice and contacted *******. I was referred to an authorized repair facility, where I took the vehicle to Infiniti, who performed a full diagnostic. ******** reported multiple severe issues and advised that this vehicle should never have been sold in its condition. They also informed me that the vehicle was clearly not properly inspected prior to sale. I also took it to Mr. *** it and each person told me the same thing.
  When I reported this back to CarMax, I was told the only resolution offered would be an appraisal to potentially sell back the car. I went through that process and was offered $7,000, despite having put $20,000 down at the time of purchase. Naturally, I declined this offer, as it does not come close to covering the loss I would incur. Since then, the only further recommendation has been to continue taking the vehicle to repair facilities, which I have done. ******* refuses to cover the repairs, citing lack of maintenance by previous ownersinformation that was never disclosed to me, despite being evident in the vehicles CarFax report.
  To be clear:
  I reported this issue within the 90-day window.
  
  
  CarMax did not fix the problem and dismissed my repeated concerns.
  
  
  The vehicle has now been confirmed by Infiniti to have serious issues that predate my purchase.
  
  
  I have been offered no meaningful resolution, only a lowball appraisal or repair denial.

  
  The very first owner of this vehicle tried selling it back to infinity and they said no due to sludge so again before I got the vehicle.
  
  
  
  I am respectfully requesting that CarMax take full responsibility for selling me a defective vehicle, which should never have passed inspection, and provide either a replacement vehicle of equal value or cover the full cost of repairs.
  
  
  
  
  Regards,
  
  ***** *******
  
  
  
  

  
  ia phone and email, but CarMax has failed to respond or provide any resolution. My messages and calls have been ignored, and Ive received no follow-up or support. Called customer relations and **** said I would have someone higher up talk to me and no one has gotten back to me still. Impact:I am now left with a vehicle that is clearly defective, and my attempts to resolve the issue have been met with nothing but excuses, denial, and complete disregard for customer satisfaction. This has caused significant inconvenience, stress, and a waste of my time and money. The lack of communication and unwillingness to take responsibility is unacceptable.Request for Resolution:I am requesting the following:A full inspection and proper repair of the engine at no additional cost to me.A refund or replacement of the vehicle if CarMax is unwilling to address the root cause of the issue.

  Business Response

  Date: 07/22/2025

  July 22, 2025 
  
  Operations Department   
  ***************************************************; 
  *****************************; 
  
  Re: ***** *******
  Complaint ID: ********
  2017 Infiniti QX60 (the Vehicle), VIN: *****************
  
  Dear ************************************* you for forwarding the complaint dated July 17, 2025, regarding the Vehicle ***** ******* purchased at the CarMax location in *********, ** (CarMax), on or about October 2, 2023. In the complaint, ***** ******* expresses frustration with ongoing issues with the Vehicles engine and requests that CarMax replace the engine at no cost or replace the Vehicle.
  
  According to CarMax business records, on or about June 23, 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 June 27, 2025. CarMax declined to offer repair support or to replace the Vehicle based on the duration of ownership and mileage added to the odometer since the purchase (about ****** miles). CarMax determined that any previous service appointments were to address concerns that were unrelated to the engine issues. CarMax invites ***** ******* to have the Vehicle appraised if theyd like to sell it and search for a different vehicle option. ***** ******* 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 ***** Barnetts concerns.  
  
  Sincerely,  
  ***** Arthur 
  Analyst, CarMax Customer Relations

• 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.

  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,
  
  ***** *******
  
  
  
  n'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   

• Initial Complaint

  Date:07/16/2025

  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.

  I SOLD A 2024 ****** TO CARMAX ON 6-28-25. AS OF TODAY 7-15-25 THE **** HOLDER HAS NOT YET RECIEVED PAYOFF CHECK, WHICH IN TURN CAUSED ME TO HAVE TO MAKE ANOTHER PAYMENT ON A VEHICLE THAT I DONT EVEN OWN. THIS IS UNACCEPTABLE. WHO KNOWS IF CHECK WAS EVEN SENT. COMMON SENSE LIKE ALL MY CREDIT UNION, THEY FED EX OVERNIGHT THE CHECK.

  Business Response

  Date: 07/18/2025

  July 18, 2025 
  
  Operations Department   
  ***************************************************; 
  *****************************; 
  
  Re: ***** *******
  Complaint ID: ********
  2024 **** Bronco (the Vehicle), VIN: *****************
  
  Dear ************************************************************************************************************************************************************************************************************************************************************************************************************************************************* you for forwarding the complaint dated July 16, 2025, regarding the Vehicle ***** ******* sold at the CarMax location in *************** (CarMax), on or about June 28, 2025.
  
  CarMax Customer Relations in ********, **, has reviewed ***** Mclarans complaint, and we thank them for sharing information about their concerns. As this is ***** Mclarans 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:07/15/2025

  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:07/15/2025

  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.

  They rush you through the process of looking at a vehicle and then dont explain the warranty part of the purchase. I bought a 2015 ****** Sentra for my son and 6-7 months in the car started having little problems. Those little problems turned into the car shutting off while he was driving frequently. It got to the point it was unsafe for my son. I called Carmax and they told me to take it to a mechanic and see what exactly was wrong with the car. They told me once they talked to other departments they may be able to help me out as I am a single mom. I risked my own life and took it to a mechanic and the main problem was the *** Judder which the mechanic said was the death of the car. After I told carmax and sent them the paperwork with the diagnostic codes the mechanic at Carmax said he wanted the diagnostic codes which were clearly on the paperwork. I had to tell the mechanic that! They said they wouldnt help me. It was going to cost an estimated $6,000 to just fix one of the problems. The mechanic told me the car wasnt worth it to what I still owed. Carmax is just selling for the money. They dont care what they sell you and have no interest in making sure the car is a safe vehicle. Now I am in bad with my finance company and my son is without a car. Please dont buy from Carmax

  Business Response

  Date: 07/18/2025

  July 18, 2025 
  
  Operations Department   
  ***********************************************************************************;
  *****************************;
  
  Re: ***** Boyd 
  Complaint ID: ********   
  2015 ****** Sentra (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 February 12, 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,   
  
  ***** Northcutt 
  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.

  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.
  e 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

• 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.

  This is all the information you requested  not trust it.

  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.

  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
  
  
  
  
  

  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: 07/17/2025

  
  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