Menu
Register
Write a review File a complaint
CarMax Customer Service Phone, Email, Contacts

CarMax
Reviews and Complaints

CarMax's customer service contact info has been verified by the ComplaintsBoard team. We made sure it's all legit and accurate, so you can trust it! 👌
www.carmax.com

Learn how the rating is calculated

1.9 22 Reviews 342 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

CarMax Complaints 342

ComplaintsBoard
F
2:39 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more

CarMax Toyota camry 2017

I bought my car on 9/29/21 and 3 weeks later I noticed the left front bumper had come loose. I took the car back and Greg the service tech came out to look at it and immediately stated it was something they couldn't do in-house. Greg assured me he was taking the car to the Toyota Car Dealership and Collision Center was next door here in Tallahassee. I have purchased 3 vehicles from Carmax being that my Camary is the third one. The bumper that was supposed to be fixed came back loose and I took it back to Carmax in January and asked for Greg but he no longer works there. Adam had the service tech(black gentlemen) come out and look at the car. I advised him that Greg stated he took the car to Toyota Collision and he went back inside to receive the work order that took about 10-15 minutes to retrieve. The gentleman can back out with a copy of the work order but he marked or redacted most of the information on the work order and told me to take this to Toyota and they will fix the bumper because they have a contract or line of credit with them to fit my car. I immediately took it to Toyota and they inform me the car wasn't in their system but my other 2 vehicles were and they have no line of credit to fix cars purchase at Carmax. They told me they never fixed the car because it would have been in their system. I go back down to Carmax and Adam stated he couldn't find the original work order because his IT tech wasn't around and he didn't know how to retrieve it even though he is one of the managers on site. I return to the Carmax the next day and I get the same run around as Adam printed out a work order and told me to take it back to Toyota. Now I getting frustrated because Toyota doesn't do bad bodywork and they stand by the work it if it's not correct. I asked to speak to the shop manager Sam at Toyota and he stated they are pulling your leg because the car never made it to their shop because everything is documented in their system, he handed me his card to give to management to assure them the car wasn't fixed there. I go back to Carmax and the service tech ( a white gentleman) claims he knows the car was taken to Toyota. I left frustrated and return several days later with my wife because I had been lied to, handed a redacted copy of a work order and the store manager claimed he didn't know where the car was fixed. My wife advised them that we are regular customers and that something must be done because I didn't want to lose my cool with the false account of not knowing who did the bodywork on the car. Adam finally pulls up the work order after several weeks of going back and forth because he knew they sent the car to Maaco for a cheaper rate. I go to Maaco and Steve tells me the bumper will continue to come loose and the reason is they didn't know how to properly fix the bumper. For your service department to act in the manner of trying to conceal the truth is a very shady business for a company with your reputation

Desired outcome: I want the car fix properly by Toyota as promised by your service department personnel.

Read full review of CarMax
Hide full review
ComplaintsBoard
V
10:52 am EDT
Verified customer The reviewer confirmed their account using Google. Learn more

CarMax Car buying

On March 30,2023 the purchase process started after finding a car on the Carmax website. I thought the express option was perfect but by March 31, 2023 after submitting my documents to complete the transaction which I had started at 9am that morning. The whole day was monopolize by these people acting like my documents where going to be a problem because they felt I should not scan them in to the file but take a picture with my phone.

I was so frustrated with the lack of progress, I finally just gave up and said if they take the pay stubs, bank statements, and refrences then fine. On Saturday i started after a good nights rest. I mean it was a complete waste of time, my financing was approved but everytime I recieved a text message from them I would respond and wouldnt get an answer for at least an hour.

At some point I spoke with about the 6th or 7th person and she was helpful, freindlier that thos other rude people and decided upon the information of a 24 hour test drive. Since nothing was really completed other than financing

my 5pm appt. was changed to 8:30pm. But then my phone rang and it was Carmax which I thought odd because no one had called before.

Well I was shocked to hear this flippant woman on the phone she said : carmax resevrves to right to refuse service" and basically Carmax decided they were not going to do business with me not at this location or any of there other stores and gave no reason and as i started to probe as to the motive she terminated the phone call! I literallly thought it was an April Fools joke. After all the agrivation I went through I get approved by several finance companies and then a slap in the face. WHY Armando Gutierrez

\\email: [protected]@gmail.com 559.581.8604

Desired outcome: I want to know specifically what possessed them to say this to me, she made it seems as though there were nefarious reasons. thanks for nothing

Read full review of CarMax
Hide full review
ComplaintsBoard
C
5:47 pm EDT

CarMax lemon car & worthless warranty

I bought a 2016 Nissan Sentra in Jan 2020. It had 28k miles on it. We bought the extended warranty. After having it only 3 years and being only 1/2 way through the payments, it needs a totally new transmission. That seems a bit young to need that, especially with less than 100k miles. But, wait...we bought the extended warranty, so everything should be good, right? WRONG. As it so happens the warranty was good only to 75k total miles (not 75k miles we put on it) and, you guessed it, the car is now at 76k. How could there possibly have been this wonderful 132 point (?) check for this used vehicle and miss seeing a less-than stellar transmission? Wouldn't there be signs at 4 years that this wasn't going to last long-term? I guess not - last car I get from there.

Desired outcome: Nothing to be done unless they want to fix the car themselves for doing such a crap job of checking it out before selling it.

Read full review of CarMax
Hide full review
ComplaintsBoard
B
4:26 am EDT

CarMax Truck warranty

I've a warrantee on my 2016 ram pu engine knocks when i start engine have taken it once to carmax sent me to river oks dealer in houston tx and the head man Ed kane at river oks said the cause was wrong filter and it was leaking and not a dodge filter and was charged 222.71 and it wasnt fixed so i took it back to jiffy lube who does my oil changes and was told it was there oil filter was leaking and needed to be fixed was given a deal but i bought a dodge filter and they put the filter that ed kane recommend. i went home and the next morning i started the truck and the engine did the same thing it was tapping when first started it. i took the bill to my dealer and was treated with rude behavior and was told to leave and they claim they didnt send me to river oaks dealer so they were not getting a refund for work not done cause they didn't send me there augment stared and was told to leave he got in my face and told i wasn't getting noting i been a 72 yrs. old disabled Vietnam vet just left with a sour feeling in my mouth Ed Kane knows they sent me cause i told him the name of the guy that sent me but ED keep the card with the guys name and i don't remember his name and just like i was dismissed I'm out 222.71, my truck not fixed my only transportation to and from the VA Hospital im paying truck note warrantee for noting cause Ur people r not doing there job i talk to the manager of the place and he said he to couldn't do any thing so why am i paying for warrantee if i can't use it ? i hope you'll can resolve this problem and this is the third time it happen i payed 160.00, and 120.00 before but 3 strikes ur out CarMax on 13100 gulf fwy, Houston TX 2016 Ram my name is Robert Flores my phone number is [protected] email robert.[protected]@yahoo.com hoping i don't have to get a lawyer to resolve this problem

Desired outcome: need refund for 222.71 minis 50.00 dollars and get my truck fixed correctly. without ur people wanting to beat me up

Read full review of CarMax
View 0 more photos
Hide full review
ComplaintsBoard
C
6:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

CarMax Car Transfer

On March 3, 2023 I paid $999 to have a car transferred from Texas to Virginia. The email I received gave me an anticipated delivery date of March 12-19th and a link to track the vehicle's progress. It is now March 21st and no car. I have reached out to Carmax the last two days and have been transferred to several different departments and people, no one has been able to give me an answer as to where the car is currently. There has been no update on the car's transfer since March 4th. The car is seemingly lost.

Desired outcome: Refund of transfer fee

Read full review of CarMax
Hide full review
ComplaintsBoard
S
6:10 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

CarMax Car purchased 5 months prior - safety check should have been done.

Acct#[protected] my daughter was hit by an unlicensed, uninsured driver who failed to yield to a stop sign in an intersection, 5 months after she purchased the car from carmax, she previously owed over $18,000. The car was deemed a total loss. The car's air bags didn't deploy. Our auto coverage paid off the bulk of the car $9465.77, we refunded the extended warranty to carmax $2,553.81, leaving a balance of about $6,000. I also reached out to the insurance and legal departments several times now. With no response. I'm looking for a credit of some sort for the safety issue with the airbags on the car. That was sold to my daughter. It was a front end collision and the air bags should have deployed. I understand as unfair as it is she owes the balance. But this was a fairly significant safety issue.

Desired outcome: As response, I have reached out many times, and a credit for the safety issue on the car that was sold to us only 5 months prior to the accident on 1/20/2023

Read full review of CarMax
Hide full review
ComplaintsBoard
G
3:51 pm EDT
Verified customer The reviewer confirmed their account using X. Learn more

CarMax Auto finance

My phone number changed two months ago, and to make a payment on CarMax's auto finance site, it requires two-factor authentication.

But I forgot my dang password. And I've called their auto finance customer service line 17 times, and every time I call it says they are "temporarily closed."

I called the store, and they said I can make a payment there in person, but they can't accept phone payments. That's 50 miles away.

I don't understand why their auto finance line is always temporarily closed. It seems like it's permanently closed at this point. What's the deal?

Desired outcome: To contact CarMax Auto Finance customer service via the only number they have available.

Read full review of CarMax
Hide full review
ComplaintsBoard
D
10:53 am EDT
Verified customer The reviewer confirmed their account using Google. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

We sold our 2008 Honda CRV to CarMax on 3/8/23. We took everything out of the car but forgot about our toll tag on the window. If haven’t used this car in a while so we forgot it was on there. We are both retired and only need one car so we decided to sell it to CarMax. It was a good experience except the wait to accept your offer. Your staff i...

Read full review of CarMax
ComplaintsBoard
I
5:52 pm EST

CarMax Service work need for car I just bought

I have purchased 6 cars from the Charleston Location 7902 Savage Rd. Less then 2 weeks ago I just purchased a BMW 650i convertible from there. A few days of driving the car and all kinds of indicators went off. I brought car in to have it check and there are several things that need to be done from plugs to coils to brake fluid service and overall service. I was told that the plugs and coils would be serviced but want to know why the brake fluid service and well as complete service that is needed can't be done as well. As me being a person that has purchased so many vehicles from there I'm finding this to be a little disturbing

Desired outcome: All the service issues that need to be taken care of be done, being I just purchased the vehicle

Read full review of CarMax
Hide full review
ComplaintsBoard
V
1:32 pm EST

CarMax Management

I stop at the Tyler Texas Location to purchase a car where I resides. I was there from 11:00 Am to 7:00 pm on 08/28/2023.

My salesman was name Juan which whom was great. The Management Team was Terrible. After all they had taken us through on that day, the last process of her finally getting 2014 Ford escape, because she had a straight talk phone they was not going to approve her. So on today the bank have called her to verify and told her when her pay payment is due, which was great.

Someone from Carmax called and told she was given the wrong 2014 Ford Escape which this is the car Juan had brought around for us to look and he also had aside for her to purchase this vehicle. The management did not do there job, they didn't check the paper work they also gave us have escape paperwork stating 2017.

I purchased a car at Carmax in FW Tx, and it was not toxic at all the salesman and the team was wonderful. That is why I recommended my daughter to go to them, but this visit was terrible. It's sad to say I should have gone to Dallas area even though I stay in the Tyler area to get better service.

Read full review of CarMax
Hide full review
ComplaintsBoard
S
1:48 pm EST

CarMax 2014 kia optima hybrid

I brough tthe car in 2019, it ran fine until 2020 when the A/c motor (its electric and pully), went bad, the next time I paid to have it towed because of the main fuse went out on the hybird battery system. now at 83,000 miles the engine completely looses oil on a 600 mile trip to cheaspeke va. I had an oil change just before this trip. I had it towed to the nearest service center and they inspected it and said it was out of oil, and that there were no signs of oil leakage any where on the engine. before the trip I checked the oil dip stick and all was fine. no its sitting at kia dealer in chespeake va since jan 2023, max care and kia are giving me the run aroud on repairs and who is responsible. Kia has had many many service recalls on these and others like this car. I have had to rent a car because my wife with mother in law are stuck up there, (mom in law had to have heart surgery) since jan 3 and it is costing a fortune. (5000.00 so far) now I am being told the engine has to be torn down to inspect cause which cost 1400.00.

Desired outcome: I want a different car , carmax to keep this lemon.

Read full review of CarMax
Hide full review
ComplaintsBoard
B
11:44 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Continue to get crappy service because initially we were thinking about doing a trade in, but later decided not to do the trade in and wanted to purchase a second vehicle. But right now dealing with the call center reps are good, but the store where having issues with is the Stockton, ca store on E Hammer lane. Need some supervisors to get in touch with u...

Read full review of CarMax
ComplaintsBoard
K
5:35 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

CarMax Finance department.

I am not trading in my current vehicle for no car I'm trying to get approved for, that's out my car does not run and I am not trading no car for no car I'm trying to get prequalified for. So can you all also stop running my credit 4 and 5 times please I was trying to purchase a vehicle with $1000 down payment and my payments monthly $345 per month. Something in the ranges of $20,000-$23,000 max I would like to get a call from the general manager of the finance department please I'm Shawna Wilson and my husband is Melvin Lesley, thank you.

Desired outcome: I would like to purchase a car without a trade in thats all please don't make this transaction so complicated I would like it to go as smooth as possible thank you.

Read full review of CarMax
Hide full review
ComplaintsBoard
K
3:33 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

CarMax Sales at Carmax, Midlothian Virginia

02/05/2023 Good afternoon, my name is Karen Chambers and I applied for a loan with Carmax in Midlothian Virginia. Excited to purchase of vehicle from your company. I had a 2012 Mini Cooper Clubman transferred from Charlottesville Va to Midlothian Virgina to purchase upon pre-approval. When I got there on Sunday Feb. 05, I was sitting at the desk in the process of filling out the paperwork with the finance office to get this deal completed. Before this, I had applied for a car loan through the Carmax online services and had been pre-approved to pick up my new car. (New to me). While waiting, the manager I assumed came out to inform me that I couldn't get the vehicle because I am currently under a Bankruptcy status which had to be paid of (discharged before the deal could be completed.) With great disappointment and embarrassment I had to leave without my new vehicle.

Prior to this I had done all the paperwork, used a 2004 lexus RX 330 as a down payment-trade in. Carmax agreed, gave me a credit amount of 3100.00 towards my finance amount of approximately 13.0000 dollars for the Mini cooper. When applying for the loan the question was asked if I was in Bankruptcy status which I answered yes with a letter from my lawyer to say it was ok to move forward with the price. I feel this was poor service from Carmax to say all was good to go then to crush a person like this. I have bust my [censored] to pay off my Bankruptcy for the last 5 years with a begininning balance of 32,000 down to approximately 2,000.00 now which will be discharged in a few months. Carmax new this from my online application then I get there and all of a sudden the walls crash down on me. I also paid the transfer fee to have the car brought to a Carmax location close to me so I could pick up the vehicle with ease. The question I have is what is the use in doing a ONLINE Application, get approved then get to the location being told I couldn't get the car? This is a POOR Service from your company and I am devastated. What can you do to ensure this doesn't happen again to someone else. I was looking forward to going home with a better vehicle today. Am I going to get my transfer fee back. I would rather have a dependable vehicle instead. I felt good about knowing I would leave there with a dependable vehicle. I filed Bankruptcy 5 years ago when my husband was injured in a motorcycle accident which left me alone. I have worked 2 jobs regaining my independence. My current vehicle is a 2004 which I was looking forward to have something good from your company.

Desired outcome: How can you offer a pre-approval online, encourgage an individual to come into your business then take it all back. Why offer Pre-approval in the first place. I will be spreading a negative word.

Read full review of CarMax
Hide full review
ComplaintsBoard
P
10:35 pm EST

CarMax Instant offers and changing them to an outrageous low price

I went online and gave my car criteria and based on that I was given a quote of 12,600.

Went I went to the appointment, The quote was slashed by more than 1/2 at 6000.00 Due to my rear bumper the salesmen told me that it would cost 3500. for the bumper and only another 1000.00 or better for labor. This was a complete lie as I looked up a complete and I will attach this for my car and it only cost approx 600.00. So I feel as though your company is a scam and basis these online quotes high only to come up with some very untrue $$ amounts to fix the problem with the car, therefore, slashing the price from 12600 to 6000. Which is absolutely absurd.

Desired outcome: I would like to have my car sold at a reasonable price and fair to both parties both you and myself. I would think 8000.00 would be fair

Read full review of CarMax
Update by Paige Y
Jan 23, 2023 10:42 pm EST

On 1/23/2023. I took my car to CarMax for an appointment after getting a online quote of 12,600 and was told my car was only worth 6000.00 due to them having to replace a complete bumper which would cost them anywhere from 3500.00 and up. I checked into a complete bumper and they cost for my car 600.00 therefore the price deduction for my vehicle is significantly different then what the have given me.

Hide full review
ComplaintsBoard
E
7:08 pm EST

CarMax Carmax sold me a dud

I sold my BRAND NEW VW Jetta GLI Manual 35th Anniversary Edition and picked up a used 2015 Jeep Renegade from Carmax. In the last 7 months, the car has been in the shop 4 of those months. I was offered an appraisal and offer to buy it back after I spent 5k in repairs. Also, the first 2 months of ownership, Carmax was doing a half-assed job at repairing it. I want either a reimbursement UP TO the value that I paid OR a full refund at the value I paid. They clearly sold me an car that DID NOT GET INSPECTED WELL AT ALL.

Desired outcome: FULL REFUND AT THE RATE I PAID... ORFULL REFUND OF MY OUT OF POCKET EXPENSES UP TO THE AMOUNT I PAID FOR THE CAR.

Read full review of CarMax
Hide full review
ComplaintsBoard
B
4:26 am EST
Verified customer The reviewer confirmed their account using Google. Learn more

CarMax Account issue rejection purchasing order for home delivery.

Need help to resolve and make purchase of this stock number
2019 Mazda MX-5 Miata
CarMax Palmdale, CA
Stock #[protected]
VIN: JM1NDAM7XK0305547
Ready to talk? Call us at [protected]
Mon - Sat: 9am - 9pm
Sun: 11am - 7pm
Your Vehicle Purchase
2019 Mazda MX-5 Miata RF Grand Touring Sales Price
$26,998.00*
Optional Products
Maxcare Extended Service Plan
60 months / 150k miles / $300 deductible
$1,999.00
Optional Products Total
$1,999.00
Taxes and Fees
CarMax Document Processing Charge
$85.00
CA Doc Prep Fee Sales Tax State
$5.10
CA Doc Prep Fee Sales Tax County
$1.06
CA Doc Prep Fee Sales Tax City
$0.00
CA Doc Prep Fee Sales Tax District
$1.91
CA Emission Certificate Seller Fee
$50.00
CA Emergency Safety Fee
$1.00
CA Air Quality Mgmt Fee
$7.00
CA Alternative Fuel Renewal Fee
$3.00
CA Smog Certificate Fee Sales Tax City
$0.00
CA CHP Fee
$30.00
CA Auto Theft Deterrent Fee
$2.00
CA Fingerprint Fee
$1.00
CA Registration Fee
$62.00
CA Electronic Registration Fee
$29.00
CA Smog Certificate Fee Sales Tax State
$3.00
CA Smog Certificate Fee Sales Tax County
$0.63
CA Smog Certificate Fee Sales Tax District
$1.13
CA Transfer Plate Fee
$15.00
CA Emission Certificate State Fee
$8.25
CA Transportation Improvement Fee
$112.00
CA Vehicle License Fee
$175.00
CA Smog Abatement Fee
$20.00
CA Vehicle Sales Tax State
$1,619.88
CA Vehicle Sales Tax County
$337.48
CA Vehicle Sales Tax City
$0.00
CA Vehicle Sales Tax District
$607.46
CA Replacement License Plate Fee
$25.00
Taxes and Fees Total
$3,202.90
Order Summary
Order Total
$32,199.90
Cash Down Payment
- $533.26
Order Summary Total
$31,666.64
$762.01/month
Financing Terms
Finance Institution
Santander
APR
19.9%
Term Length
72 Months
First Payment Due
03/05/2023
love your car guarantee icon
Love Your Car Guarantee
With 30 days (up to 1500 miles) to return this car, you can be absolutely sure it's the right fit for your life.
Sohan customer support agent was reject my purchase.Please help on this issue i have i am so seriously to make purchase with everything right?

Desired outcome: purchase with financial term that summited

Read full review of CarMax
View 0 more photos
Update by Briantbunnag
Jan 22, 2023 11:12 am EST

Ok thank you for if this letter help. -Apologize about date by memorize-

Ill do a short story of this issue and all that made seem to personal from customer service. Let me start on last week I was down to market looking for a car for working with my mother, I spend time along Carmax inventory online and make a reserve, Express pick up or delivery home. I made some mistake from learning to shop at carmax website. However, i totally sorry if I made sale associate fix on my issue several times. After i found what type may fit and useful for me is 2021 Kia Soul EX. So I was full form upload Document online done. But at that time I stuck on document upload and try to move forward, so I was on phone talking with agent and end up by schedule for me to meet at the shop at car locate. So I think of won't be allowed to get delivery, but Burbank store location also near to my house. Mom and I schedule 19.30 first, then can't

Then renew schedule to meet them, we desire to meet sale consultant at

early morning, so we have been there about 10 am there. And forgot his name, well we walk to him and let him know. That, this appointment only uploads some replace document and good to go, keep in mind, my order was per approve already with 0 down, well I understand sale like to increase negotiation by offer more down payment without say anything. He never stayed with us at table more than 20 mins, he is always so to the table behind printer, and told me and my mom that he had talk with manager about helping documents, I was thinking about what is different with walk in store and do purchase because he made my order over again get info running credit. So for some reason he came back and tell us good and bad news, good is having my car was summit by 2 render are Santander and better but said still need down reason not so true about document so i what talk to mom we will put 500 first, but remember my order was all done online, and I told mom maybe he comes back for more down again by his reacted. We said we have put 500 because it's 12.30 pm. Just hope to get the car purchase and finish up. He walked to his same spot a while and com back change some amount of income, and then he did the same as I thought, ask for more down. Then me and mom said it's ok I can't do it, ill look for other car online, he said if you have that amount just come back to me for the car. That is around 13.00pm back to home with nothing also all day raining. Then I get so upset that what he did is waste the time and I wrote feedback with angry mood. I'm sorry for being dumb about doing things without self-control. Anyway, comment on feedback guarantee 100% exactly what I feel, and I met experience with carmax that day. Then after feedback a while my account has problem and try to reach customer relation first guy that i tell story i remember his name but to keep respect right to people privacy on personal info. so after he put on hold on our call, He said "Carmax unable to service you anymore ,sir" then Question Mark were everywhere in my brain. i expect to get right to buy as customer but result was opposite. he blacklist my account and my info.and next day he call for investigate my case to me and mom. never get any words for reason from him till today.

so even i try on different way but sam doc they still not allow me to purchase

im ok if need to investigate because if ask me to help ill do best and truth

but dont bring it to personally. now what i need just made a car purchase by financial rate i summited thats all i wish for result on my case.

i have to skip some part just tell you part seem problem, but happy to work for investigate if you need me. before that let me purchase car i want thank you for review and sorry with my english skill was so below average. hope to see thing get better for my account related under name Tanakorn Boonnak, Kamonchanok Khamyai

Hide full review
ComplaintsBoard
K
10:12 am EST

CarMax Automobile

1. I took my car back before the 90 warranty period and 12 mo. 12,000 mi warranty period to report a roar in my car.

2. Their mechanics said the car was fine.

3. When I took my car to another mechanic for a different issue, he discovered I had a broken engine mount causing the roar.

4. I asked Carmax to please fix the problem since they have it on file that I brought it in while it was still under warranty for the roar - they refused.

5. Corporate headquarters also refused to help me.

Desired outcome: Carmax should pay the $450 to fix my car.

Read full review of CarMax
Hide full review
ComplaintsBoard
A
9:14 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax Vehicle purchase

My overall experience was not good. I reserved a vehicle in my CarMax account on 12/23/22. The locations were closed on 12/24/22-12/25/22 for the holiday. On Monday morning around 8:15am, outside of business hours, Michael called me. I missed the call and returned his call literally one minute later. Michael proceeded to remove the vehicle from my reservations, without speaking with me first! I found the vehicle and reserved it again. I was very upset. I continued to call, no answer. I drove to CarMax in Raleigh and the staff would not let me speak with Michael. The staff scheduled me an appointment with CarMax in Wilmington (where the vehicle was located).

I drove to Wilmington and noticed a bubble on the windshield (pictures attached). I explained to the manager that the images online do not show the bubble on the windshield (I even pulled it up to show him). I requested that it be replaced (the bubble was a "repair") or have the cost of a new windshield deducted from the sales price. Neither request was honored. I purchased the vehicle for over $33k! I called Customer Relations and had confidence that this issue would be resolved. I dealt with Kevin Key, an Analyst in Customer Relations. I explained to Kevin everything that I had been through with CarMax and the concern about the windshield. He stated that based on CarMax policies they could not replace the windshield or credit me the money to get a new windshield.

This experience has shown me that CarMax does not care about Customer needs. I will not do business with them in the future and will not refer anyone to them for business. My salesman, Brandon, was nice. This complaint is more for the CarMax company.

Regards,

April Speed

[protected]

[protected]@hotmail.com

Desired outcome: Windshield Replacement

Read full review of CarMax
View 0 more photos
Resolved

The General Manager at the CarMax in Wilmington, NC, Saher, reached out to me and resolved my complaint. Saher listened to my complaint and concerns. He made me feel like a customer and not just a number. Saher promised to resolve my issue and 8 days later Safelite arrived at my home and replaced my windshield! I am so pleased with the way that Saher handled this situation. Because of the customer service that was provided by Saher, I would consider doing business with his location in the future.

Hide full review
ComplaintsBoard
R
10:35 am EST

CarMax Car sold as certified was a lemon honda pilot vin5fnyf5h50gb035745

Hello Carmax Team.

I had purchased a 2016 Honda Pilot from Carmax in Houston 6909 Southwest Fwy, Houston, TX 77074 Sep 21st 2021, and was provided AutoCheck report, that Car was certified and had no accidents. Later this yr, when I took the car for a trade-in to several dealerships, I was given a Carfax report that showed that the Car had an accident with Airbags deployed that was reported on 4/7/2020. This information is missing on the AutoCheck report for Carmax and not possible for Carmax to miss this, as the accident and fix was reported well over an yr, before the original owner traded the car at Carmax.

Lemon was sold to me as certified used car?. I would like to connect with the Carmax corp team, to bring this to your attention as a consumer with Carmax for over 20+ yrs, I was not expecting my trust to be broken. Will be connecting with my Attorney to file a complaint.

Desired outcome: Every dealership shows Carfax with the accident. Took the car again to Carmax, and they still show AutoCheck with no accidents, which is a false statement and need to be reported to consumer bureau.

Read full review of CarMax
View 0 more photos
Hide full review

CarMax Reviews 0

Looks like CarMax has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

If you represent CarMax, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.

👉 Claim your business

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.
How to file a complaint about CarMax?

Here is a comprehensive guide on how to file a complaint against CarMax on ComplaintsBoard.com:

1. Log in or create an account:
- Start by logging into your ComplaintsBoard.com account. If you don't have an account yet, create one on the website.

2. Navigating to the complaint form:
- 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.

3. Writing the title:
- 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:
- Attach any additional supporting documents that can strengthen your complaint. Avoid including sensitive personal data in these documents.

6. Filling optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission process:
- Submit your complaint by clicking the 'Submit' button on the ComplaintsBoard.com website.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.

Ensure that each step is clearly defined and structured to guide you effectively through the process of filing a complaint against CarMax on ComplaintsBoard.com.

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.
Ratings on other review websites
Trustpilot
Trustpilot
1.8
399 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  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
    Click up if you have successfully reached CarMax by calling +1 (800) 925-3612 phone number 0 0 users reported that they have successfully reached CarMax by calling +1 (800) 925-3612 phone number Click down if you have unsuccessfully reached CarMax by calling +1 (800) 925-3612 phone number 0 0 users reported that they have UNsuccessfully reached CarMax by calling +1 (800) 925-3612 phone number
    Auto Finance
    +1 (888) 922-7629
    +1 (888) 922-7629
    Click up if you have successfully reached CarMax by calling +1 (888) 922-7629 phone number 0 0 users reported that they have successfully reached CarMax by calling +1 (888) 922-7629 phone number Click down if you have unsuccessfully reached CarMax by calling +1 (888) 922-7629 phone number 0 0 users reported that they have UNsuccessfully reached CarMax by calling +1 (888) 922-7629 phone number
    Stale Check Team
    +1 (888) 922-4911
    +1 (888) 922-4911
    Click up if you have successfully reached CarMax by calling +1 (888) 922-4911 phone number 0 0 users reported that they have successfully reached CarMax by calling +1 (888) 922-4911 phone number Click down if you have unsuccessfully reached CarMax by calling +1 (888) 922-4911 phone number 0 0 users reported that they have UNsuccessfully reached CarMax by calling +1 (888) 922-4911 phone number
    Stale Check Team
    +1 (844) 765-5757
    +1 (844) 765-5757
    Click up if you have successfully reached CarMax by calling +1 (844) 765-5757 phone number 0 0 users reported that they have successfully reached CarMax by calling +1 (844) 765-5757 phone number Click down if you have unsuccessfully reached CarMax by calling +1 (844) 765-5757 phone number 0 0 users reported that they have UNsuccessfully reached CarMax by calling +1 (844) 765-5757 phone number
    Supplier Inquiries
    +1 (804) 747-0422
    +1 (804) 747-0422
    Click up if you have successfully reached CarMax by calling +1 (804) 747-0422 phone number 0 0 users reported that they have successfully reached CarMax by calling +1 (804) 747-0422 phone number Click down if you have unsuccessfully reached CarMax by calling +1 (804) 747-0422 phone number 0 0 users reported that they have UNsuccessfully reached CarMax by calling +1 (804) 747-0422 phone number
    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

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.