ComplaintsforCarMax , Inc.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  All paper work has mistakes that need to be corrected immediately the mistakes are wreaking havoc on all involved your 24 hours has expired since our conversation with the case person we were assigned *******

  Customer response

  11/07/2024

  Paper work is not correct there are 2 loans for the same car , monthly payment is wrong and billing was issued for both loans when we only have one .

  Customer response

  11/08/2024

  I dont have the documents I co sign a car loan for my grand daughter who resides in ************** I live in ********** car max in ************** screwed up the paperwork multiple times and has caused a number of problems we ended up going to car max in ********** and they still made multiple mistakes we ended up with two car loans on our credit, to different payments amounts and screwed up our credit for a loan through our bank that we needed for home repairs car max needs to make the write 

  Business response

  11/13/2024

  November 13, 2024 
  
  Operations Department 
  ***************************************************;
  *****************************;
  
  Re: ***** Zarcone 
  Complaint ID: ******** 
  2023 ******* Elantra (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated November 7, 2024, regarding the Vehicle ***** ******* purchased at the CarMax location in ***************** (CarMax). In the complaint, ***** ******* expressed frustration about issues with the Vehicle financing paperwork, two loans being created for the Vehicle, and multiple credit inquiries. ***** ******* requests that CarMax contacts them and provides a correction to their credit report. 
  
  According to CarMax business records, CarMax Auto Finance contacted ***** ******* on or about November 8, 2024, to discuss the financing account for the Vehicle. CarMax Auto Finance will be the best point of contact for ***** ******* regarding any questions or concerns about the Vehicles financing. CarMax Auto Finance can be reached at **************. 
  
  CarMax appreciates the opportunity to respond to this complaint and address ***** Zarcones concerns. 
  
  Sincerely, 
  ***** Arthur 
  Analyst, CarMax Customer Relations

  Customer response

  11/13/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im sending this email on behalf of my daughter Ajee ***** who is the registered owner of this 2015 ************ that was bought from Carmax in the state of MD. I Ms. ******* am also the co-signer of this vehicle as well. Recently since the beginning of October 9th 2024 my daughter has been having issues with her vehicle. The vehicle had stopped working & was towed back to Carmax for a diagnostic review. Upon their review Ms. ****** at Carmax stated that the diagnostic review that the car was overfilled from an maintenance oil change suggested that the vehicle be returned back to the lube shop where it was service at. **** had AAA tow the car back for the company to fix their error, the lube maintenance indicated that the car stopped due to other technical issues which are covered under the federal warranty. At that time the car was taken to a *** dealership for maintenance repair. The *** maintenance informed my daughter that they were waiting for a response from *** to see if the vehicle would be covered under the warranty. Ajee ***** was then told that there was a gap within her oil change maintenance service, therefore *** will not honor the federal warranty. At this point she has been out of work for a maximum of 3 weeks due to this horrific situation. Due to this she has tried to sell the car back to carmax or trade it in for a lesser value, but **** can not afford the down payment they are looking for. Ajee would like it if the problem can be easily resolved. The vehicle is none operable and she has already filed a small claim report on the lube company that has caused the beginning of the issue. as far as the federal warranty problem which is her bearing engine, which is why the car will not move at all. Please help her get out of this problem without prejudice. The vehicle right now is located at the CarMax dealership in ********. I Ms.******* am asking that you please ask carmax finance department to release her from this ordeal due to the fact that t

  Business response

  11/13/2024

  November 13, 2024
  
  Operations Department
  **********************************************
  ************************
  
  Re: Ajee *****
  Complaint ID: ********
  2015 Kia ******** (the Vehicle), VIN #*****************
  
  Dear *************************** you for forwarding the complaint dated November 5, 2024, regarding the Vehicle Ajee ***** purchased from the CarMax location in ********** (CarMax) on or about May 15, 2021. In the complaint, Ajee ****** mother, the co-signer for the vehicle purchase, states the Vehicle has mechanical concerns and cannot be repaired by *** under warranty. Ajee ***** and her mother request that CarMax support the cost of the repair for the Vehicle.
  
  According to CarMax business records, Ajee ***** purchased the Vehicle on or around May 15, 2021, with approximately ****** miles on the odometer. CarMax offers a 30-day/1500-mile (whichever comes first) Money-Back Guarantee on every vehicle it sells. Additionally, CarMax provides a Limited Warranty for 90 days/4,000 miles (whichever comes first) which goes into effect on the day a vehicle is purchased. At the time of purchase, CarMax provides customers the option to buy *******, an extended service plan, to help with many higher-cost mechanical and electrical vehicle repairs. Ajee ***** opted to purchase *******, however, it has expired due to mileage driven.
  
  According to CarMax business records, Ajee ***** contacted CarMax on or around October 28, 2024, about technical issues with the Vehicle. CarMax researched the Vehicle's repair history and determined over ****** have been driven since the Vehicle was purchased at CarMax and that the last time the Vehicle was seen by CarMax was in 2021.
  
  According to CarMax business records, the Vehicle is financed with CarMax Auto Finance. For questions or concerns about the Vehicle's loan, Ajee Myers may reach out to CarMax Auto Finance at ************** between the hours of 8 am-10 pm EST Monday-Friday and/or 9 am-6 pm on Saturday.
  
  As Ajee ***** is a valued customer, ********************** appreciates the chance to respond to their complaint and considers this matter closed.
  
  ********
  Analyst, CarMax Customer Relations

  Customer response

  11/13/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Ajee *****
  
  
  
  
  

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Purchase or Lease: 05/03/2024 Body Style: 4D Sport Utility Dealership : CarMax CarMax Account Number:Make: *** Model: X1 Year: 2013 VIN: ***************** Purchase Price on Bill of Sale: $15,998.00 Mileage on Vehicle at delivery: ****** Vehicle was originally registered in: Georgia Vehicle currently registered in: ******* On May 03, 2024, I ***** ***** purchased a 2013 *** X1 from CarMax and I am requesting that CarMax buyback the *** X1 from me because the repairs of the vehicle are required by law because oil leaks are detrimental to the health and safety of others. I have made several reasonable attempts to repair this vehicle. I ask that CarMax buyback or replace this vehicle. As of November 03, 2024 the pay off for the 2013 *** X1 is $14,537.51( valid through November *******) with the next payment being due November *******. This vehicle was purchased for $9,500 (see Check Receipt) by CarMax on April ******* from its previous 1 owner and 10 days later sold to me for $15,998.00 on May ******* instead of being removed from service to make repairs. Due to CarMaxs deceptive practices my child and I are in jeopardy every time we get in the car to go about our daily lives.Again I'm asking that CarMax buyback the *** X1 due to safety defects that could cause serious injury or death according to the National Traffic and Motor Vehicle Safety Act because it can catch fire while driving or parked. CarMax sold me a vehicle without taking the time to do their due diligence. They failed to disclose the safety defects as this vehicle was not sold to me As Is. If I wouldve known what I now know from personal experience I would have never ever purchased from CarMax but instead from a more reputable dealership who keeps the safety of its customers and families safe, whom stands behind every vehicle sold and who is not just trying to make a quick *****

  Business response

  11/06/2024

  November 6, 2024 
  
  Operations Department 
  ***************************************************;
  *****************************;
  
  Re: ***** Jones 
  Complaint ID: ******** 
  2013 *** X1 Dodge Challenger (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated November 3, 2024, regarding the Vehicle ***** ***** purchased at the CarMax location in *************, ** (CarMax). In the complaint, ***** ***** expresses frustration with mechanical issues in the Vehicle. ***** ***** requests that CarMax buy the Vehicle back or provide a replacement. 
  
  According to CarMax business records, ***** ***** purchased the Vehicle on or about May 3, 2024, with an odometer reading of ****** miles. CarMax provides a 90-Day/4,000-Mile (whichever comes first) Limited Warranty on every vehicle it sells. The Limited Warranty goes into effect on the date the Vehicle is purchased. At the time of sale, customers are provided the option to purchase the ******* **************** Plan ("MaxCare"). ***** Jones elected not to purchase MaxCare.   
  
  According to CarMax business records, ***** ***** scheduled service at CarMax on or about May 3, 2024, and June 11, 2024, to address mechanical issues with the Vehicle. On or about June 11, 2024, the Vehicle's odometer was at or about ****** miles. CarMax referred the Vehicle to a local *** dealer closer to ***** Jones for diagnosis and repairs. The repairs to the Vehicle were completed under CarMaxs Limited Warranty at no cost to ***** *****. The Vehicle repairs completed are covered under CarMax's 12-month/12,000-mile Service Warranty (whichever comes first) or a service warranty provided by *** if future repairs arise that are related.  
  
  According to CarMax business records, after receiving this complaint, CarMax reviewed ***** ***** concerns and Vehicle history. After reviewing the documents provided by ***** *****, CarMax determined that over ****** miles have been added to the Vehicle since purchase, and ***** ***** is outside of CarMax's Limited Warranty period based on duration of ownership and mileage. CarMax declines to return ***** ***** down payment and buy the Vehicle back at the amount owed or to replace the Vehicle; however, CarMax is committed to offering ***** ***** a fair appraisal for the Vehicle based on current market value and condition. CarMax contacted ***** ***** on or about November 5, 2024, to discuss the option of an appraisal. ***** ***** expressed dissatisfaction with the option provided by CarMax and requested no further support from CarMax. 
  
  ***** ***** is a valued CarMax customer. ********************** invites ***** ***** to contact us with any outstanding questions or concerns. CarMax can be reached at **************. 
  
  CarMax appreciates the opportunity to respond to this complaint and address ***** ***** concerns. 
  
  Sincerely, 
  ***** Arthur 
  Analyst, CarMax Customer Relations

  Customer response

  11/06/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I requested that CarMax but back the *** 1 as stated in the attached pdf. CarMax is lying stating  requested no further support from CarMax. I mailed them a compy of my demand which is the same as the pdf attached. This company has a history of selling customers Lemons and does not care about their safety nor health. This complaint isnt resolved. No solution or remedy has been reached. 

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

  
  

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/27/2023, I bought a car from Carmax, after bringing it home I heard a odd noise coming from under the hood and vibrations. on 1/5/24 my car had to be towed back to Carmax cause it would not drive more than 5 mph and engine light was on, they told me they needed to replace the transmission. After they replaced it, I still heard the noise and felt vibrations. Took it back Carmax told me what I was feeling and hearing was normal. My car has been in there service department 5 times since 1/5/24, they replaced the brakes, and roaters and boots and shoes cause I heard squeaks when pressing breaks so needless to say that all was also bad. The hood of the car wouldnt open cause of the latch. So in the 10 in a half months Ive had the car Ive had nothing but problems, so thinking everything had been fixed on it, I went in on 11-2-24 to get a appraisal on the car so I can trade it in for something else. They said we will offer you $1,000 cause we think your car has a noise that pertains to major engine problems. I just financed this car at $14,000 from them on 12/27/23 less than a year ago, and have been telling them of this noise, but they told me everything was normal. I feel they need to pay me back my $1300 down payment, and buy this car back off me for whats owed on my loan which is $13,342.00 I should not have to carry a $12,000 negative equity into another loan for a vehicle they sold to me with all these issues that keep coming up. This is unfair to me and unsafe for me to be driving and for my family to riding in. I told the guy I will not except that offer of $1,000 and I want something done. He said I will remove the major engine problems and offer you $3,500 are you serious! Im contacting attorney, *** and *** about this complaint. I want them to buy this car back for what they sold it to me for. Im going to be contacting the finance company and telling them as well. Please help me get this resolved as soon as possible I have no other vehicle to drive.

  Business response

  11/14/2024

  November 14, 2024 
  
  Operations Department   
  ***************************************************;
  *****************************;
  
  Re: ******* Ambrosio 
  Complaint ID: ******** 
  2013 ****** Sentra (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated November 2, 2024, regarding the Vehicle purchased from the CarMax location in *********, ** (CarMax) on or about December 27, 2023. In the complaint, ******* ******** expresses frustration with the Vehicle experiencing multiple service concerns leading to repairs. ******* ******** also expresses frustration with the offer received during an appraisal of the Vehicle. ******* ******** requests that CarMax contact them and provide a refund or billing adjustment. 
  
  According to CarMax business records, ******* ******** purchased the Vehicle on or about December 27, 2023, with the odometer reading on or around ******* miles. CarMax provides a Limited Warranty for 90 days or ***** miles (whichever comes first) and it goes into effect on the day the Vehicle is purchased. CarMax also offers customers the option to purchase a ******* **************** plan which ******* ******** purchased. The third-party company, Assurant, administers the Vehicle's ******* **************** Plan policy. The ******* **************** Plan has been active since the date of purchase. The ******* policy that ******* ******** purchased for the Vehicle has a deductible of $300 and is active for 36 months, or until the odometer reads ******* miles, whichever comes first. 
  
  According to CarMax business records, the Vehicle has visited CarMaxs service center on four occasions. These visits were within the Limited Warranty period and the Retail Warranty period. Each visit was completed at no cost to ******* ********.  
  
  * On or about January 4, 2024, CarMax sublet the replacement of the transmission and performed throttle body cleaning.  
  * On or about February 7, 2024, CarMax found no repair was needed as the system was working as designed. 
  * On or about June 10, 2024, CarMax replaced front brake pads, and rotors. In addition, CarMax replaced rear shoes and drums.  
  * On or about October 14, 2024, CarMax lubricated the hood latch.  
  
  According to CarMax business records, on or about November 2, 2024, ******* ******** visited CarMax and had the Vehicle appraised. During the appraisal CarMax noted an engine noise that brought the offer down. After considering ******* Ambrosios experience CarMax offered $3500 for the Vehicle.  
  
  After receiving this complaint, CarMax contacted ******* ******** to discuss the concern. CarMax advised ******* ******** to take the Vehicle to a local repair facility or ****** dealership for diagnosis. CarMax also provided insight into how the ******* **************** plan works.  
  
  CarMax appreciates the opportunity to respond to ******* Ambrosios complaint and declines the request for a refund. CarMax recommends ******* ******** utilize their ******* plan for any service concerns.  
  
  Sincerely,    
  
  ***** Northcutt 
  Analyst, CarMax Customer Relations   

  Customer response

  11/14/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I feel that Carmax new about theses engine problems at the time they replaced the transmission, I had complained about the noise and vibration before I couldnt drive it and after I got it back from the transmission being done. I kept telling them. And they said that was normal, so this has been from the beginning of buying car. Yes I have the care credit, but why should I have to pay anything more when this issue clearly exist from purchase. Carmax service manager said they cant even look at the car for 6 weeks and outside dealership said Carmax will have to send an adjuster to verify there work, in the meantime Im supposed to drive a car thats unsafe for myself and my child to be in. Thats not okay. 
  
  Regards,
  
  ******* ********
  
  
  
  
  

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had already filed a complaint that Carmax put poor tires, and a tire with a hole in it, on the car I bought while telling me I had good tires. Their response to the complaint was to say I did not report a problem within the first 90 days after the purchase, The tire did not begin to leak until after the 90 day period. Be that as it may, they sold me a car with a tire that has a hole in it.A conversation with their repair department was an offer to sell me tires at cost but they will not mount them for me. Calling around I found that costs to be between $130 per tire and the lowest being $160 plus stems tax etc. The result is that I would be paying for the tires if I just went to the tire store. This is not a settlement,. I bought a car with 'good' tires, they said, but I did not. I want them to, at least, save me the cost to mount the tires or return some of my car cost since I did not get what I was told I was buying. I did not repsond to an email sent to me about this issue as I was in the hospital, longer than expected, having surgery. I did not have my computer with me and since I was in *** I doubt they would have let me use it. I did not ignore the email.

  Business response

  11/07/2024

  November 7, 2024 
  
  Operations Department  
  ***************************************************;
  *****************************;
  
  Re: ****** Cook 
  Complaint ID: ******** 
  2015 ****** ********* (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated November 1, 2024, regarding the Vehicle ****** **** purchased at the CarMax location in ***************************************) on or about February 12, 2024. In the complaint, ****** **** expresses dissatisfaction with CarMax's offer to replace the tires at a discounted rate but not complete the repair. ****** **** requests CarMax complete and pay for the needed repair.   
  
  According to CarMax's business records, CarMax offered to assist ****** **** with replacing the tires at a discounted cost.  
  
  Upon receiving this complaint, CarMax contacted ****** **** on or about November 5, 2024, but had to leave a voicemail. CarMax contacted ****** **** again on or about November 6, 2024, and discussed the original offer and offered a discount on parts and labor, however, ****** **** stated they already had the tires replaced at a local shop. 
  
  CarMax appreciates the opportunity to respond to ****** ***** concerns and considers this matter closed.  
  
  Sincerely,  
  *** King 
  Analyst, CarMax Customer Relations 

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2018 *** TERRAIN from the CarMax ********** location on Sunday October 13 2024 right before closing. Prior to making the 2 hour drive I called and communicated via chat to ***************** confirming that my information was good to go. I purchased my vehicle, signed paperwork and went home. On Tuesday 10/15/2024 I was informed there was a disc***ancy with the finance company ****** they said they could not finance me and to please return the vehicle. After many days of speaking with managers (at least one named Avious) there was no alternative resolution to be provided. I asked CarMax to pick up the vehicle due to the fact that I live 2 hours away and have no other means of transportation which they refused. I also asked if upon finding a ride could they have my refund check ready for the $2300 deposit that was made for the fallen funding. They also informed they could not do that due to the refund coming from the home office but they would have it expedited where I could get the return within 3 business days. I returned the vehicle on my OWN dime for gas and transportation back home on Sunday October ******* and was informed by the manager on site my refund would be rushed back. Wednesday (10/23/24) I called the CarMax *********** ***************** and spoke with a *** from 1:15-1:40pm CST who informed me that my check had been sent and to check back on Friday if it wasnt received. I called ***************** back on 10/28/2024 and spoke to *** who stated my refund was still processing and had not even been sent out yet. I feel defrauded, scammed and honestly lied to all the way around. I need my funds back expeditiously. They have the car back and it took them less than an hour to verify my certified funds now its time for them to return my payment ****.

  Business response

  11/08/2024

  November 8, 2024  
  
  Operations Department  
  ***************************************************; 
  *****************************; 
  
  Re: ********* Hughes 
  Complaint ID: ********  
  2018 GMC Terrain (the Vehicle), VIN: ***************** 
  
  
  Dear ******************************************* you for forwarding the complaint dated October 29, 2024, regarding the Vehicle ********* ****** returned to the CarMax location in *******, ** (CarMax) on or about October 19, 2024. In the complaint, ********* ****** expressed frustration with a delay in receiving a refund for the down payment after returning the Vehicle to CarMax. ********* ****** requests CarMax to provide a refund for the $2,300 down payment.  
  
  According to CarMax business records, ********* ****** purchased the Vehicle on or about October 13, 2024, with an odometer reading of 39,492 miles. CarMax provides a 10-day Money-Back Guarantee, meaning all customers may return a vehicle within 10 days if the Vehicle is in the same condition as it was at the time of the purchase. ********* ****** visited CarMax to return the Vehicle on or about October 19, 2024.  
  
  According to CarMax business records, after receiving this complaint, CarMax reviewed ********* ****** concerns. ********* ****** contacted CarMax Customer Relations in ********, **, by phone on or about October 28, 2024, to express frustration with a delay in receiving the down payment refund. CarMax Customer Relations partnered with the ********************** Accounting team to determine if the down payment check would need to be reissued. CarMax Accounting determined that a processing issue prevented the check from being issued and caused the delay. The refund check for $2,300 was issued and sent by ***** from the CarMax *********** in ********, **, to ********* ****** mailing address on or about November 1, 2024. CarMax Customer Relations contacted ********* ****** on or about November 4, 2024, to provide the update that the check was sent out and the appropriate tracking information. ********* ****** did not respond to CarMax Customer Relations. 
  
  ********* ****** is our valued customer. ********************** invites ********* ****** to contact us with any outstanding questions or concerns. CarMax can be reached at **************.  
  
  CarMax appreciates the chance to respond to ********* ****** complaint and considers this matter closed.  
  
  Sincerely,  
  ***** Arthur  
  Analyst, Customer Relations

• Initial Complaint

  10/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2018 Dodge Ram 3500 Deisel truck from them. I put $25,000 dollars down on said truck. The salesman sold me a warranty that he claimed covered everything but tires and breaks. Well, a week after buying the truck codes started going off on it. I contacted the salesman, and he said more than likely it's a glitch. I have only had the truck for 9 months and now it is in the shop having to be worked on because there was water in the gas tank, there are 12 codes that the truck is throwing, and it will no regenerate on its own. Car max is telling me the warranty I pay extra for is not covering any of the work that needs to be done. The head mechanic at ***** in **********, ** is telling me they never should have sold me the truck because it has a lot of issues, and they never did the 20-point inspection like they said they did. Because if so, they would have caught all of the codes it was throwing and would have caught the water in the gas tank.

  Business response

  11/01/2024

  November 1, 2024 
  
  Operations Department 
  ***************************************************;
  *****************************;
  
  Re: ***** Stovall  
  Complaint ID: ******** 
  2018 RAM 1500 (the Vehicle), VIN: ***************** 
  
  
  Dear ************************************* you for forwarding the complaint dated October 26, 2024, regarding the Vehicle ***** ******* purchased from the CarMax location in *********** (CarMax) on or about February 14, 2024. In the complaint, ***** ******* expresses frustration with mechanical concerns in the Vehicle. ***** ******* did not provide a formal request within the complaint.  
  
  CarMax maintains the right not to do business with ***** *******. This decision could be related to a recent interaction that ***** ******* had with CarMax or information that ***** ******* provided to CarMax as part of a business transaction. This decision is final and is applicable at all CarMax locations, and there is no additional information available regarding this decision.   
  
  Regarding ***** Stovalls current or future mechanical concerns in the Vehicle, ***** ******* can continue to utilize the ************************ Plan for the Vehicle. That coverage is not applicable at CarMax but can be used at a Repair Pal facility, the manufacturer/dealer, or any outside repair location that accepts *******.  
  
  CarMax appreciates the opportunity to respond and address ***** Stovalls complaint and considers this matter closed.
  
  Sincerely, 
  
  ******* Davis 
  Analyst, CarMax Customer Relations 

  Customer response

  11/01/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ************* July 18th 2024 gave $1000 down payment. I vehicle was advertised its been through a 125 point inspection. On July 19th I returned the car to carmax due to a signal indicating the car was overheating. Carmax replaced water pump and car was returned to me on July 22nd. On August 30th same indicator came on indicating car was once again, overheating. Carmax had the car towed to them. Carmax held on to the car and on September 16th I was told the water pump needs to be replaced AGAIN! Car was returned to me on September 18th. Car had a knocking sound i was told that's the normal engine sound. I made an appointment and on October 9th I took the car back into Carmax to address the knocking sound coming from the engine. Carmax was unable to find any issues and recommended the send it to ******** dealership for a second opinion, I agreed. October 17th I was told car was ready to be picked up. I was informed ********* mount, engine support, transmission bearings and an oil leak was all fixed/replaced. Started the car only to hear the same noise coming from the engine. Once again, carmax made recommended the car go back to ************* for repairs. As of 10/19/2024 I do not have the car and I continue to make monthly payments.

  Business response

  11/01/2024

  November 1, 2024 
  
  Operations Department   
  ***************************************************;
  *****************************;
  
  Re: Akiela Innocent 
  Complaint ID: ********  
  2020 Mercedes GLC300 (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated October 24, 2024, regarding the Vehicle purchased from the CarMax location in *********, ** (CarMax) on or about July 18, 2024. In the complaint, Akiela Innocent expresses frustration with the Vehicle experiencing ongoing mechanical issues. Akiela Innocent requests that CarMax buy the Vehicle back at the purchase price.  
  
  According to CarMax business records, Akiela Innocent purchased the Vehicle on or about July 18, 2024, with the odometer reading on or around ****** miles. CarMax provides a Limited Warranty for 90 days or ***** miles (whichever comes first) and it goes into effect on the day the Vehicle is purchased. CarMax also offers customers the option to purchase a ******* **************** plan which ****** Innocent purchased. The third-party company, ***, administers the Vehicle's ******* **************** Plan policy. The ******* **************** Plan has been active since the date of purchase. The ******* policy that ****** Innocent purchased for the Vehicle has a deductible of $500 and is active for 60 months, or until the odometer reads ****** miles, whichever comes first. 
  
  According to CarMax business records, CarMax has seen and serviced the Vehicle on four occasions since purchase. All of the repairs were covered by the CarMax 90-*********** Warranty and completed at no cost to Akiela Innocent.  
  
  * On or about July 22, 2024, CarMax replaced the low-temperature electric water pump.  
  * On or about September 18, 2024, CarMax replaced an auxiliary water pump after finding a leak. 
  * On or about October 17, 2024, CarMax sublet a repair to the dealership. 
  * On or about October 22, 2024, CarMax sublet a repair to the dealership.  
  
  After receiving this complaint, CarMax contacted ****** Innocent about the concern. CarMax agreed to reimburse Akiela Innocent for one monthly payment to make up for this experience. CarMax also informed Akiela Innocent that the 90-day Limited Warranty is working as designed. In addition, any repair completed would be covered by our Retail Warranty.  
  
  CarMax appreciates the opportunity to respond to Akiela Innocents complaint and declines the request for CarMax to buy the Vehicle back. Akiela Innocent is always able to obtain an appraisal for the Vehicle if they would like to explore other options. This can be done at any CarMax location.  
  
  Sincerely,    
  
  ***** Northcutt 
  Analyst, CarMax Customer Relations   
  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2015 jeep Wrangler unlimited from carmax May 1st 2024. Less than a week after my purchase the motor in the truck started to knock like it needed an oil change. So Carmax sent me to ******** to get an oil change. The technician then informed me that the motor didnt have oil in it at all. So they sold me a truck without oil. Then after that the truck started to burn through a 6 quart jug of oil and every week and half. I brought it back to the dealer and they ran some test and put more oil in it. Which in turn burned out again then the truck kept dying on me. So they put a new battery in it. The oil problem became worse so the dealership replaced the motor with a rebuilt motor. The technician mixed my old parts from the previous motor and put it on the rebuilt block. It ran fine for less than a week before the vehicle started to shake hard and fumes filled the cabin. The check engine light comes on again! Now its a fuel injector issue which brings me to the current problem now Im having them to change them all. When they shouldve done all this when the tech put the motor in. Im not happy with my purchase I feel like they sold me a lemon and if this is not resolved I want my money back for this vehicle or a replacement vehicle of equal value. The truck has been in and out of the shop for 3/5 months Ive had it! Im not happy with my purchase at all. I have no faith in the techs at this dealership at all!! I will never purchase from them again!

  Business response

  11/11/2024

  November 11, 2024 
  
  Operations Department 
  ***************************************************;
  *****************************;
  
  Re: ********** Hunt 
  Complaint ID: ******** 
  2015 Jeep Wrangler (the Vehicle), VIN: ***************** 
  
  Dear ************************************* you for forwarding the complaint dated October 24, 2024, regarding the Vehicle ********** **** purchased at the CarMax location in *******, ** (CarMax). In the complaint, ********** **** expressed frustration with mechanical concerns and repairs to the Vehicle since the purchase. ********** **** requests CarMax to buy the Vehicle back or provide a replacement vehicle. 
  
  According to CarMax business records, ********** **** purchased the Vehicle on or about May 3, 2024, with an odometer reading of ****** miles. CarMax provides a 90-Day/4,000-Mile (whichever comes first) Limited Warranty on every vehicle it sells. The Limited Warranty goes into effect on the date the Vehicle is purchased. At the time of sale, customers are provided the option to purchase the ******* **************** Plan ("MaxCare"). ********** **** elected to purchase *******, administered by the third-party company, ********. The ******* **************** Plan has been active since the date of purchase. The ******* policy that ********** **** purchased for the Vehicle is active for 48 months or until the odometer reads ******* miles, whichever comes first.   
  
  According to CarMax business records, ********** **** brought the Vehicle to CarMax for service appointments multiple times between on or about May 14, 2024, and October 29, 2024. Multiple repairs have been completed to the Vehicle, including an engine replacement and a fuel injector replacement. CarMax covered these repairs under warranty and at no cost to ********** ****. ********* **** visited CarMax most recently for a service appointment on or about October 29, 2024, to address concerns about the check engine light displaying, gas burning quickly, and smoke coming from the Vehicle. 
  
  According to CarMax business records, after receiving this complaint, CarMax reviewed ********** Hunts concerns and Vehicle history. CarMax committed to purchasing the Vehicle back from ********** **** as a gesture of good will. The process to purchase the Vehicle back from CarMax will include a refund of ********** Hunts down payment and two payments made toward the Vehicle loan since the purchase. CarMax contacted ********** **** on or about October 31, 2024, to discuss the option for CarMax to purchase the Vehicle back. ********** **** accepted the resolution provided by CarMax and selected another vehicle option to be transferred from another CarMax location to purchase. CarMax will continue to provide ********** **** with timely updates regarding the vehicles status and assist with the transaction once the transferred vehicle arrives. 
  
  ********** **** is a valued CarMax customer. ********************** invites ********** **** to contact us with any outstanding questions or concerns. CarMax can be reached at **************. 
  
  CarMax appreciates the opportunity to respond to this complaint and address ********** Hunts concerns. 
  
  Sincerely, 
  ***** Arthur 
  Analyst, CarMax Customer Relations

  Customer response

  11/12/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ********** ****
  
  
  
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first purchased a car from Carmax in 2022 and I switched it out once for a new car due to me not liking the fisrt one. Every car after that was deficient and not working and I was forced to come in multiple times due to non working cars. On my third attempt to find a working car a lady who is the manager sat me down looked me in my eye and told me if i come in again for another car she will deny me and tell them to not do it because its a ton of paperwork each time. To which I said so you are going to deny them getting me a non deficient car after you guys market that you do 100% inspections to ensure the cars work before selling them. So I cant get a working car because you think I am coming in to the branch too much? Nonetheless, The car shut down on me and this is the third time I am bringing my car in for service from this location. The first service date was shortly after I purchased the car in 05/23/2023 where they had to fix deficiencies. The second service date was on 06/05/2023 where they again had to address deficiencies on the car. This is my third visit as the car shut down on me three days ago 10/21/2024 and I had to get it towed to Carmax in order for them to again put it in the shop for now a third repair after purchasing this car last May of 2023. This is all after I had two cars prior to the Dodge Durango that both had car deficiencies where I had to bring them in and eventually decided to trade them in because I got tired of the issues. I also helped my mother get a car from here and they had to fully replace her engine less than a month after purchase. I am not confident that those working on the car in any capacity are actually fixing it I believe they are doing things and simply filling out paperwork and returning cars at carmax to force people to obtain Maxcare and steal more money from consumers.

  Business response

  11/07/2024

  November 7, 2024 
  
  Operations Department 
  ***************************************************;
  *****************************;
  
  Re: Davone Mccord  
  Complaint ID: ******** 
  2013 Dodge Durango (the Vehicle), VIN: ***************** 
  
  
  Dear ************************************* you for forwarding the complaint dated October 23, 2024, regarding the Vehicle ****** ****** purchased from the CarMax location in *************** (CarMax) on or about May 8, 2023. In the complaint, ****** ****** expresses frustration with mechanical concerns in the Vehicle. ****** ****** has requested that CarMax provide a loaner vehicle and repairs to the Vehicle or a full refund.  
  
  According to CarMax business records, ****** ****** purchased the Vehicle on or about May 8, 2023, with an odometer reading of ****** miles. CarMax provides a 90-day/4,000-mile (whichever occurs first) Limited Warranty and a Money Back Guarantee on every vehicle it sells. The Limited Warranty goes into effect on the date the Vehicle is purchased. At the time of sale, customers are provided the option to purchase the ******* **************** Plan (MaxCare). ****** ****** elected to purchase the ******* **************** Plan for the Vehicle with a contract term of 48 months or when the Vehicle's odometer registers ******* miles, whichever comes first. The Vehicle's ******* **************** Plan policy is administered by the third-party company, **************************. The Service Contract begins on the purchase date of the Vehicle. 
  
  According to CarMax business records, the Vehicle first came into CarMax Service on or about May 22, 2023, to diagnose an oil leak concern, a brake noise, and an ** concern. CarMax could not duplicate the ** vent concern and verified no repairs were needed at that time. After ordering parts for repairs, on or about June 5, 2023, CarMax resurfaced the front and rear rotors and replaced the brake pads and the oil filter housing in the Vehicle. Upon delivery of this complaint, CarMax reviewed the Vehicles repair history and contacted ****** ****** to schedule a Service appointment to diagnose the present concerns in the Vehicle.
  
  While CarMax cannot support ****** ******** request for a full refund, CarMax has met the request to repair the Vehicle and provide rental transportation. CarMax began repairs in the Vehicle on or about October 30, 2024, and provided ****** ****** with rental transportation while the Vehicle was in Service. The Vehicle repairs were covered by Davone Mccords MaxCare plan. As of November 6, 2024, the repairs were completed and ****** ****** recollected the Vehicle from CarMax.  
  
  CarMax appreciates the opportunity to respond and address Davone Mccords complaint. 
  
  Sincerely, 
  
  ******* Davis 
  Analyst, CarMax Customer Relations 

*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. ↩