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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:
$517,778.00

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 that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

47 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
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
47	Unanswered

47 complaints against Car Max Auto Superstores, Inc.

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3/30/2025

RESPONSE: Complaint was not answered Amount in Dispute: $18,000.00 Amount Settled: $0.00

Customer Complaint

3/4/2025

I purchased a 2018 Jeep renegade with CarMax in September. Every since i have had the car it has had issues. They kept my car for a month because the throttle sensor was messed up so they extended my warranty until 02/25/25. I ended up getting my car back but it started to mess up again, my car would slow down than completely stop in the middle of me driving. i called CarMax they had me pay for the tow to the dealership. The dealership stated it was nothing wrong with the car that i needed to come pick the car up one day after my warranty ended. The day after i picked my car up the same issue happened twice. Instead of CarMax buying the car back for the full price they wanted me to pay 5,000 dollars in order to get a new car. Resolution Sought Either pay the car out. Allow for me to get a new car without me having to pay a down payment, or actually fix the problem.

3/25/2025

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

Customer Complaint

2/27/2025

My vehicle was dropped off for service April 23rd after recently purchasing the vehicle on or around April 10th. It is now February 2025, and I still do not have my vehicle. I filed a complaint to the BBB in August due to no response from Carmax which did result in someone reaching out to make an attempt to resolve the issue, however, there has been nothing since. They did provide a rental to me as a courtesy while the vehicle is being serviced and as of February 21st, I was informed by Enterprise that Carmax has ended the contract. So now I will potentially have no car. However, it appears Carmax had the courtesy and is capable of contacting Enterprise but can't inform the customer. To say the service provided by Carmax is deplorable would be an understatement. Did business with King of Prussia, PA location. Resolution Sought My desired outcome is to be reimbursed from April to now for car payments made on the vehicle or they can pay off the vehicle in full.

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