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Car Max Auto Superstores, Inc. complaints

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12800 Tuckahoe Creek Parkway
Richmond, VA 23238 | Get Directions

(800) 519-1511

http://www.carmax.com

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Total Amount in Dispute:
$548,542.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

57 complaints against Car Max Auto Superstores, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
56	Unanswered

57 complaints against Car Max Auto Superstores, Inc.

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4/25/2024

RESPONSE: Complaint was not answered Amount in Dispute: $50,000.00 Amount Settled: $0.00

Customer Complaint

4/1/2024

I purchased a car from Carmax out of Modesto California on 24 March took the car home. Reread the contract looked at they charged me $25,000 on top of $30,000 for 2019 Nissan Maxima start the car the next day to drive it and have problems with that vehicle Power steering hose disconnected I believe it is and something else happened in the vehicle where it could not be driven because of the sound of the motor. Contact Carmax to repair the vehicle and they said they couldn't repair it repair it for 30 days there's a 30 day return policy on the vehicle. There was a dealer warranty on it and also we bought an extended warranty and they were honored to fix it before the 30 days north trade to carry in what do we do? We need help bad this contract was a scam and the sham, what rice do I have? Resolution Sought Help me I don't know what to do. I don't know what rights I have. I don't know what measures to take.

4/17/2024

RESPONSE: Complaint was not answered Amount in Dispute: $15,000.00 Amount Settled: $0.00

Customer Complaint

3/22/2024

Paid for 2014 Mercedes Benz, 65000 miles, on March 7, engine light came on immediately after driving off lot, turned around brought back to lot, told fixed on 14 brought on, next morning ABS light, traction control light, and engine light on. Dealer refused to give me a comparable car, say can give me a check for $5700 at dealer will have to mail check for $9440 from corporate. Still have not repaired vehicle as of March 20. Resolution Sought I want a different vehicle or a full refund of all funds.

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