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CarMax Customer Service Phone, Email, Contacts

CarMax
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1.9 22 Reviews 342 Complaints
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CarMax Reviews 364

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6:44 pm EDT
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CarMax Customer Service is Horrible

My Fiancé scheduled an appointment to pick up her car that came in from Charlottesville VA great car-in excellent shape. Her appointment was at 4:30pm she finally got waited on at 6:30pm. Then there’s always the corporate kiss a77 that says we'll be right with you!

Why not have somebody at the actual

site that handles all the indirect problems to

make things smooth? Makes sense huh?

Then these dealerships wonder why people hate coming to there.

Great cars is one thing but their customer service is HORRIBLE.

I do not recommend this location for service as their EXPRESS CHECKOUT is just a saying to get you in the door. Again I love their cars but hate the service it’s ridiculous how they play with peoples time.

Recommendation: Cleveland CarMax SUC77

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9:03 am EDT
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CarMax Damage vehicle / lemon vehicle

I purchased a vehicle in march and 1 month after I started having brake problems come to find out it was an oil leak. I need somone to contact me immediately. I’ve left messages and messages i’ve been told that the wait for my vehicle to be seen was months out. How is it possible to have your vehicle services in the condition.! Spoke to the manager and explained the problem and she guided me to take my vehicle to the bmw since I had my brakes done there when it wasn’t my broke. It is a motor problem! I need assistnace immediately! Monica caballero [protected] horrble horrible customer service at the gulf frwy location

Recommendation: NOOOOOOOOOOOOOOOOOO

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Update by Monica Caballero

I need someone to contact me back as soon as possible!

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CarMax Complaints 342

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11:26 pm EDT
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Good evening Bill Nash , I am reaching out to you because I am in need of assistance.I am reaching out as as a patron of the Carmax establishment. My family has purchased 3 vehicles in the last 2 years and was very satisfied until my April 2023 purchase.I have reached out for assistance since 8/12/2023 and have not received adequate assistance thu...

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2:17 pm EDT
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I bought a 2016 Rav 4. I paid for my vehicle tags and license plates, however I never received them and was brushed off by Carmax in Tyler Texas and then Carmax Corporate, which did absolutely nothing except tell me a story. that management left me messages stating that since it was lost in the mail, Carmax was unable to remedy the situation. Unless the...

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2:49 pm EDT

CarMax 2014 ford focus

On July 28th, I called Carmax in north Houston to set up a payment for $250. This payment cleared my checking account. On August 9th I got off the bus from work and saw that carmax had towed my vehicle from my home for a repossession. I received a confirmation number on July 28th that my car payment was received but now my car has been repossessed. I have called carmax every day since the incident and the problem has still not been fixed. I would like to speak to a supervisor on the incident. Why is my car being repossessed if all of my car payments are caught up and my last received payment has been taken care of?

Desired outcome: GIVE ME MY CAR BACK DUH

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Update by Dopeeline
Aug 10, 2023 2:51 pm EDT

The car was out of service for over a year because I was sold a lemon car as well. The car payments have been caught up since I got the car. I believe this is a mistake and this needs to be fixed on Carmax North Houston's end IMMEDIATELY! You guys also need to train your workers better with customer service.

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2:15 pm EDT
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After purchasing my 2015 Chevy Volt, Saturday, and driving out, my wife saw that a brake light was out. The service department was closed. I came back Monday morning but needed an appt. Wasn't this something that should have be found on the 125-point inspection? Either at the Arizona CarMax it was shipped from or the Las Vegas CarMax it was shipped to? If...

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5:28 pm EDT
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I bought a truck from Car Max a few ears ago. Beware of Car Max's interest rates. I really needed a truck at the time because I needed to transport my daughter back and forth to college and other places for her internship. I figured I would one day give her the truck since she does well and is on a full academic scholarship. She wants to be an environmental...

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4:53 pm EDT
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CarMax Engine issues from day one

This has been one of the worst experiences of our lives. We hit a deer and totalled our car. Went to carmax and were sold a Ford escape with a bad transmission. We immediately returned the car and were sold a Buick encore. The first week I noticed the car lagging and stuttering when accelerating as well as there was boiling hot water shooting into the passenger side floor board and burning my legs. We immediately notified the repair center and were told to bring it in. The claimed that there was no lag however they did replace the fan motor for the ac. Low and behold still lagging. The pedal all the way to the floor and barely getting to 20mph in a solid 60 sec. We were told by a repair center manager by the name of Dallas that even though they couldn't identify what I was talking about to bring it back in regardless of when it got worse. Fast forward 3 months, we now have a check engine light on and it is gasping and stuttering. We notify the repair center the same day the light came on. We also went straight to AutoZone to have the code read. It is a leak in the EVAP line. That means we are going through gas so quick it's costing hundreds of dollars. Back to the repair center where we are told they have to keep the car to diagnose the issue but will not provide a loaner car. This visit to the repair center is now number 4 and still no properly working vehicle. We have children, I am disabled and have numerous doctor appointments, the owner works everyday 25 min away. We need a car. We were told it would be handled because we notified quickly. We were told by corporate that there are only notes from the initial visit but nothing on the numerous times they drove our car or the second time.we brought it in for the stuttering. They didn't do the work. The dismissal of this company and the lack of accountability and compassion is astonishing. If you value any part of your sanity stay away from this company entirely. It isn't worth the absolute devastation they put their customers through. They lie, gaslight, deny, disregard safety. After this being the second car sold to us with engine problems I can positively say CarMax has zero regard for the safety of not only their customers but anyone else around any car they have sold being driven now.

Desired outcome: I want my car fixed or money back so I can have a car that actually works.

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7:10 pm EDT
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CarMax Carmax tinley park

Purchased a vehicle may 31 2023 from Carmax TinleyPark location. 2 weeks later the vehicle service engine light came in and the water pump wasn't broke down.I was told to have it service at the hillside Carmax by service manager Jose Certa.They kept my car and gave me a loaner car which broke down on the way to work 3days later.They told me to pick up a new loaner from the TinleyPark location.On July 15 I made my first payment no vehicle yet though still being worked on.On 7/18/2023 TinleyPark police swarmed the loaner vehicle carmax gave me and told me to get out the car the plates were reported stolen.Not only did I miss work now this .I showed my documents from Carmax and the officer told me to call them when they open.I went directly to hillside carmax and now my car was fixed and Jose didn't know anything about the false stolen plates? HE said it was from TinleyPark location who gave me the loaner.I called TinleyPark location and MARTV there service manager blamed it on Hillside location?Worst customer service and fraudulent stolen plates on loaner put my life in jeopardy police event #[protected] on file I spoke with police on phone and they verified Carmax reported plates on loaner car stolen Most traumatic situation I've been put in that could of ended up very badly Carmax put me on hold and hung up also trying to get ahold of the manager.These locations need to be investigated

Desired outcome: Loss of income mental stress & anxiety

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10:22 am EDT

CarMax Tires on a 2021 model c tesla

I bought a Tesla Model C from Carmax in Palm Desert, CA on January 30, 2023. At the time, I was pleased with the sales staff and wrote a really positive review. At my first Tesla service on July 10, the Tesla technician told me that all four of my tires needed to be replaced. I said that's not possible, I was told they were new tires when I purchased the car. I'd had the car for 6 months and 5,000 miles. I went to American Tire Depot in Indio and without telling them anything, asked them to check the tires. They came back and told me all four tires had inside and outside wear and I shouldn't drive on them. Further, they said that the tires were a cheap Chinese brand that retailed for $70.00 each — that means the cost to Carmax was probably half that. I love my Tesla it's a great car, but driving a performance car on poor tires is a real disappointment.

I went to Carmax and told them all this and they said tires aren't on warranty. I said it's unbelievable that you'd put this kind of tire on a Tesla and they're worn out and unsafe by 5,000 miles. They told me that when you buy a new car, you should always replace the tires. I said why would I do this when you told me these were new tires? Not a fan of Carmax now.

Desired outcome: I would like to be reimbursed for the tires I had to buy. I have the receipt. I shouldn't have had this experience. I have bought six cars from Carmax over the years and this will be my last.

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5:12 pm EDT
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I am reaching out due to my current grievance with my purchase at Carmax located at 3801 Bonney Rd, Virginia Beach VA 23452, Carmax sold me a 2017 Lincoln MKZ in April of 2022, not to mention I traded my cadillac cts coupe that I OWN for 7 years,and needed nothing but maintenance at 112,000 miles. Since buying this lincoln MKZ "troubled" car, I have had...

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3:08 pm EDT

CarMax Car title runaround

I purchased a used Toyota Prius c at the Frederick, MD CarMax location on Urbana Pike back in October 2021. I did not use financing, I purchased the vehicle outright. I was very happy with the buying experience, but I never received a title from MVA. My registration is now due to be renewed, but the MVA has issued a "flag" on my car, stating the placeholder title # is invalid. I contacted the dealership on June 5, 2023 and was told they would take of the situation and resubmit the paperwork to MVA. I never received a title in the mail from MVA, but I did receive another notification that I had a flag on my car. When I called back later in June I was told "Nick" would handle the title situation with MVA, but was not available to speak with me. I have called numerous times to follow up, but Nick was never available for one reason or another. Today I called back requesting to speak with the General Manager and was transferred to a gentleman who told me his name was Luke. I explained the problem and was given the # for customer service complaints. When I stated I just wanted my title and suggested I make an appointment to come in and talk with Nick, I was told contacting customer service would be the best way to resolve the problem (?) I called the # but a recording said no one was available to take my call. When I called the dealership back asking to speak to Luke, I was told no one by that name worked at the Frederick location. I was then transferred too "Tammy" who told me the paperwork was submitted to MVA TODAY (6/22/23) and that I should expect a title to arrive in the mail in 2 weeks. I have no confidence that this will happen and have no desire to return to CarMax in the future for a trade in, nor will I recommend them to anyone looking for a used car. It is clear that once you are no longer paying them, they have no interest in helping you.

Desired outcome: To receive a valid title from the MVA before the registration deadline of 7/31/23.

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3:49 pm EDT
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Very first experienced was bad Alternator on dash board shown CHARGING SYS., brought 2016 Mitsubishi in service ctr. in Sterling, VA CARMAX. James Gill was counselor guy the first service ticket. He ordered after market Alternator it doesn’t worked so brought car in for 2nd visited. This time he ordered OEM so it took few days the part arrived. After OEM...

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1:47 pm EDT

CarMax Customer service

I went into a location 4300 Atlanta highway and I was greeted by an employee by the name of Dylan Savage. I told him I was interested in a 2022 BMW suv. I guess he didn’t think I could afford it because I’m young and black … He took me over to a Kia soul smdh I told him that’s not my style. I said I already know what I want. He said yea but you’re gonna need a big down payment for that BMW. To be honest I was gonna pay cash. I had enough money on me to buy two of them. I told him I don’t think this dealership is my kind dealership. He said there’s a buy here pay here not far from here. I said I’ll buy there before I buy from your [censored]. He said good ! As I’m walking away he called me a [censored]ING [censored] .I will never go back to any car max locations

Desired outcome: Dylan needs to grow up and be respectful and don’t judge a book by its cover

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4:17 pm EDT

CarMax Customer Service

Purchased a 2017 truck and put 1500 miles on it, my wife and I heard a metal-to-metal sound coming from the wheels. We took it to our mechanic, and we were told that we needed to put new rotors and pads on all four wheels due to the extreme rusting and pitting of the rotors! We contacted Carmax and were told that the vehicle was past the 90 day warrantee and it was not covered for "normal wear and tear" ! This is totally unacceptable. How can a supposedly "certified" vehicle have pitting and rust on the rotors after just 6 months of ownership and putting 1500 miles on it? We are facing a $1200 repair. After repeated calls to CarMax in Dulles, no one even offered to inspect the vehicle, instead they just stated that the item was not covered due to the length of ownership! What a rip off after spending $43000 for a vehicle you would expect better customer service!

Desired outcome: Do the right thing and Repair the truck!

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11:04 am EDT
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CarMax Rodents on the filter and inside the blower motor

Cathy Caldwell

3419 24th Ave, Temple Hills

Maryland 20748

Good Day,

Around December 7, 2022, I purchased a 2021 Toyota 4Runner form the Waldorf Car Max,

First please let me say I didn’t believe this. Around the week of May 8, 2023, every time I turn on my heat my car stared to shake on inside, I call Car Max, so I could get it look at. I was advised for the problem I was talking about to contact Toyota Dealer. I said the car would shake when I turn the heat on.

When I took the truck there and they came back and advise me that my truck had or had signs rodent inside that on the filter and inside the blower motor, fan blades damaged and debris all around housing.

It was recommend blower Motor, Cabin Filter, Air filter, Duct Work Cleaning and Disinfection.

I am not blaming you and I am truly not blaming myself. I live in Temple Hills Maryland, I am a retried DC Police Officer since 2015. I have own about four autos in my time living in my home, and we have more cats running around here than anything. I don’t know what type of rodent that was on my auto. I am asking if your company will please just think about helping me with this bill. I had to pay $790.00 dollars.

This could have been done while my auto set at your lot before I purchased it. I am truly just asking to see if by chance someone would just look into this. I have sent you these picture. I only had my auto from December to now. I drive my truck and love my truck just about every day. I was advised that this happen when an auto set in a location for long time.

On May 6th, My Uncle passed away and with all my funds in my savings I had to pay for his service, and then I had to come up with $790.00 to have my auto fix.

I know people like to claim this and that, well that’s not what I am trying to do, I just don’t believe that I should have taken on another burden all alone. Please try to help me.

I truly thank you for reading my letter I hope you will help

Cathy Caldwell

[protected]

Desired outcome: I would love to compensated for the amount of $790.00 Dollars. Something in good faith form your company would truly help. I am retired and I have no other income

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2:47 pm EDT
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CarMax 2916 cadillac cts v4

So since day purchased feb 2022

I have has nothing but issues with car from day one as soon I drove out the lot the car had issues they told me to come back be quick fix I did they fix few things few weeks later dame thing had alot of issues tried to return car 6 months after purchased they said only can sell back to them not return decided to stay with it and since then been in dealer like 7 times 5 for same thing contacted corporate office they don't wanna help they say I have car max care they will pay for it but if I d8dnt purchase the maxcarw I would of been really screwed 10k or more in work I now again gotta go to dealer to fix another issue That's related to same problem steering rack they now keep passing me along in corporate office dont return calls and the car has to go back to dealer this week for universal joint another big job the car is. Not reliable inhave kids can't even drive it because it's not safe. The car only got 40k on it purchased with 34k

Desired outcome: Would like money back or be able to trade in with no roll over due . Ut won't let me put pictures in I have copies of all paper work

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9:05 am EDT

CarMax 2016 Chevy Trax

I bought the car from Carmax in August 2021--since then I have had the car taken in for repairs about 4 times and I have to have it brought in again...The car has 100,700 miles so not High mileage however it seems like every 3 or 4 months I am having to have something repaired on it. Of course I owe more than the car was worth by about 3 times as much otherwise I would get rid of it. I got the extended warranty but I was under the impression that it was 100,000 miles of me owning the car not until the car reached 100,000 miles. I am really not happy with the purchase and the way things were explained I will never make another car purchase from there.

Desired outcome: I would like to know what options I have I can't afford anymore repairs at $300 extra every 3 months for the next 4 years....

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11:09 pm EDT
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CarMax Financing

My name is Bruce Shepherd. I conditionaly exept your guys disision to discriminate me saprise me when everything was going great that you have the right to pick and choose who you want to work with and you don't want to work with me. Evin tho I know for a fact theirs an act called the consumer credit protection act that says you can't do that and onto of that 42usc408 says you ilegaly and knowingly obtained my ssn and score and it says if I dont see benefits from that then your commiting credit card fraud against me and I conditionaly exept your disision if you can prove to me that you are not commiting fraud and not breaking any laws, codes. Rules, regulations, statutes, all that , show me I'm wrong at the verry least . Cause I know for a fact we have a contract and you guys made a promisary note and fleeced my trust. Prove my signiture didn't pay for the car the min ibsigned my signiture on the aplication. I know all about the privet and public side to everything and I know usc and ucc codes.

12cfr1002

15usc1602

15usc1611

15usc1605

15usc1691

12usc1431

42usc408

I am invited to full faith in credit of the United states.

Thanks to Trump. So again I conditionaly exept your disision but please explain how you can understand those codes and discriminate against me wether it's cause I'm white of a male or strait or is it because I get some sort of goverment assistance and you think your above the law and can deny me my property, my credit is my property and your denying me when I ask for it. So please explain the diciding factors in this consumer transaction that gives you the right to be above the law and better than everyone els cause I would like to work out whatever it is that made you think that so maybe the next time it won't happen to me cause aside from my rights and credit that where raped and violated and embarrassed and time I put into trying to pursue happiness before you impeded me from that. desire Carmax to consider the laws, codes, and treat me like a consumer is suppost to be treated not commit fraud on me or discriminate me.

12cfr1002(.4) and(.7) and (regB)

15usc1602

15usc1605

15usc1611

15usc1691

I am intitled to full faith in credit of the the United states. I conditionaly exept your choice but it's my right as a consummer thanks to the consumer credit protection act and truth and lending act to get a list of not factors but diciding factors that make it lawfull for you to discriminate me. And commit credit card fraud. 42usc408. Ssn is a credit card. But Ido conditionaly exept your disision as long as you can prove to me that you are following the rules, laws, codes, statutes, regulations , exetra

Desired outcome: I just need a car and a truck. Id settle for that but I'd appreciate it if carmax will make sure I get the car and truck I want. And help me extend my credit to myself

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11:28 am EDT

CarMax Ship off my car

I am a previous customer of car max. My vehicle was totaled about a month ago so I decide to use Car Max again. This was absolutely the worst experience of my life. I saw a vehicle online in another state. I paid $199 to have the car shipped here. Once I test Drove, I ask them to put it in service because something was wrong with the vehicle. I had to always call them to receive updates. Once I called 2 days after I request service someone told me the ETA would be 4/17/23 which was a Monday. I did not receive a call on Monday so I called them Tuesday morning. I was on hold 30 mins so I knew something was wrong. The Rep came back and said I am sorry but your vehicle has been shipped off to another buyer. Car Max did refund my $199 back and offer to waive a fee up to $250 if I saw another car that needed to be shipped. After that the Rep sent me pictures of other vehicles. I saw one that I liked in Kenner which was a hour away. I went to test drive it and liked it. They had to redo my application and once I got approved the lenders changed and the car note was $100 higher with a higher rate. I did two applications with two different co owners. The sale man told me I do not see but one application with one co buyer. That is when I sent him a message with the new co buyer. The next day I receive a phone call from someone else. She told me that she would like turn the experience around and will send me more vehicles. I received a text from her stating her name with no information of any vehicles. Do not buy a car online from them. You need to work with one person in person. I was very disappointed that this happened and when people reached out they never took this serious enough to help me. I guess they do not take losing a customer serious. I had to cut my lost and move on to another dealership. They was all over the place. I was very annoyed.

Desired outcome: No outcome desired

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2:28 pm EDT
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CarMax Selling a car that was still on lease.

On Feb 20, 2023 I Sold my 2021 Subaru Outback to the Carmax in Boynton Beach Florida. A few days earlier I had my car inspected and was given an offer to purchase my car. As this date was a Saturday your business office was unable to get the buyout amount from Chase Bank. On the following Monday I received a call from Carmax with a buyout number of $20,029.61. As this was a good number for me, I proceeded to complete the sale.

About two weeks later, I received a call from Carmax telling me that the buyout originally quoted was wrong and that I needed to return $8,097.77. After reviewing the contract that I signed It was apparent that I was responsible to pay back the difference between what the car was originally sold for with the lowball buyout quote that was originally given to me. As a result, I secured a Certified check from my bank for $8,097.77 and delivered it to the Carmax agency's business office.
What appears above is a description of the events to the best of my recognition.

The problem and reason for filling this complaint is that on review of the transactions and included in the $8,097.77 was one month's lease price of $479.00. This was the payment that would have been made for the month of March. It is due on March 8th. Since the date of the transaction to purchase the car was Feb 20th, any additional payment to Chase Bank should have been made by Carmax. I therefore claim that you owe me $479.00
For any question, you can reach my husband, Gary Bard, at [protected]

Desired outcome: A check from Carmax for $479.00To Judith Bard123 N. Village WayJupiter, FL 33458

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8:17 am EDT

CarMax Manager at carmax in Gulfport, Mississippi

I scheduled for a gray 2.0 Honda Accord received Car front end shakes car sits (mi it’s it’s was loud, back bumper nig put on right so I reserved a other car a black Honda a. It’s 2.0 sport Honda Accord picked if I’ll Friday 4.7.23 tire pressure lights on. Breaks scrub squeaks when you drive it can’t go past 60 brakes and roters bad! Rim bent on passenger back causing car to bounce stil can’t go past 60 mph.

Took the car back on 4.8.23 and advised I love the car and want to purchase after breaks. Roters and Rim fixed. I was told by manager jJaz Wilson. I had to purchase car before they could provide me a loner car, so she told me I had to spend d 32,000 on a car that not fit to drive, I could have hurt myself in the car. Nobody drove the until I returned 24hrs.

So I stayed I can leave $27,500.75 and once car fix I will pay remaining balance e 2900. Jaz stayed no, if u. and purchase car today she will call Me a Lyft.. I refuse to purchase car and it’s not fixed.. I asked for documents stating car max does not provide loner cars u less you have fully purchased. I have missed work due to no car. The manager Jaz needs to be demoted! I am waiting for corporate to contact me. What car lot don’t not want 27,000 down. Rather loose a sale. This situation has stressed me out! Lack of communication! I was stranded at car max due to Jaz stating car max guidelines but could not provide any documentation!

The other manager Arron nice guy! He tried to help but his hands were tied due to wanna be manger Jaz! This whole experience with Carmax is HORRIBLE! From customer service to management! Pain and suffering for me missing work

Desired outcome: I would like for corporate office to contact me manager Jaz Wilson refused to provide her manger information . She needs to be Demoted !!

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About CarMax

Screenshot CarMax
CarMax is a used car retailer offering a wide selection of vehicles across various makes and models. They provide car buying, selling, and trade-in services. Customers can shop online or in-store, and CarMax also offers financing options and car appraisals.
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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

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- Summarize the main issue you have with CarMax in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with CarMax. Include key areas such as transactions, steps taken to resolve the issue, the company's response, personal impact, and nature of the issue.

5. Attaching supporting documents:
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Overview of CarMax complaint handling

CarMax reviews first appeared on Complaints Board on Nov 21, 2006. The latest review Employment was posted on Apr 11, 2024. The latest complaint 2015 Chevy Volt was resolved on Aug 07, 2023. CarMax has an average consumer rating of 2 stars from 364 reviews. CarMax has resolved 66 complaints.
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  1. CarMax Contacts

  2. CarMax phone numbers
    +1 (800) 519-1511
    +1 (800) 519-1511
    Click up if you have successfully reached CarMax by calling +1 (800) 519-1511 phone number 0 0 users reported that they have successfully reached CarMax by calling +1 (800) 519-1511 phone number Click down if you have unsuccessfully reached CarMax by calling +1 (800) 519-1511 phone number 0 0 users reported that they have UNsuccessfully reached CarMax by calling +1 (800) 519-1511 phone number
    Head Office
    +1 (800) 925-3612
    +1 (800) 925-3612
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    Auto Finance
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    Stale Check Team
    +1 (888) 922-4911
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    Stale Check Team
    +1 (844) 765-5757
    +1 (844) 765-5757
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    Supplier Inquiries
    +1 (804) 747-0422
    +1 (804) 747-0422
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    More phone numbers
  3. CarMax emails
  4. CarMax address
    12800 Tuckahoe Creek Parkway, Richmond, Florida, 23238, United States
  5. CarMax social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024
CarMax Category
CarMax is ranked 10 among 1388 companies in the Car Dealers category

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