CarMax

I recently ordered a 2015 Jeep from Car Max. I was notified on Friday April 17 that the vehicle had arrived at the Warner Robins Georgia location.

I set a test drive appointment for Saturday April18 at 4:p.m. I arrived at 3:55 p.m. for check in and was told they were behind. We waited one hour and 15 minutes and still had not been called to test drive the vehicle.

One person told us they would soon be talking with us but that never happened. This was the second time this has happened to us at this location.Absolutely frustrating. The vehicle had not even been brought out of the lot parking situation it was in. It was blocked in and there had been no effort to get the car ready for our arrival.

We left totally frustrated. They did call us ten minutes down the road after we had left. We had paid $100.00 to have the car shipped there and the service we got was horrible. We never even got to test drive the car.

Customers should not be treated like this. Your terrible customer service ruined what should have been an exciting time for us as potential buyers of this vehicle. My name is Ronnie Griffin. My phone is 478954****.

My e-Mail address is reg7@***.net. Management needs to understand that people will not accept this kind of service. They will go elsewhere.

Please call or e-mail me to confirm you have received this complaint. Ronnie Griffin

Hola, my name is Maria Alvarez Garcia. I have been at your store a few times trying to buy a car from your company.

We went through the process and finally were able to get to the last part of purchasing, but I couldn't pass the 'identity screening.' 6 TIMES!!! I seriously don't understand how you, as a company, rely on that to identify a person. I was a victim of identity theft a long time ago, as many people have been. Most of those questions did not apply to me (but the criminal), but apparently, they should have?

It's crazy!! I am making a complaint against that company. I have had screenings like this before and most of the time, it was about me! In this case, I literally had to play a guessing game to questions I had no clue about.

Let me explain, I was there on Friday and was assisted by TJ, a very nice young man. I explained to him the situation as to why I was failing the questions and he understood and thought it made sense. He spoke with his supervisor Glenn to ask what can be done for us. Glenn told TJ to have us wait 24 hrs and come back the following day, which was Saturday at 6:30 pm (we had the appointment at that time) to make a phone call to identify me.

Not to worry about it. Well, we went in on Saturday and TJ came up and told us that Justin would be taking care of us because he was with a customer. Justin had no idea what needed to be done to make the call, so he asked his supervisor Jana. Jana told him nothing can be done.

There was no such thing as a phone call. That they only do that with youngsters or people with no credit. I went and spoke with TJ and he was surprised by what Jana said. He spoke with her, then walked away, but Jana insisted to Justin they could not do a phone call in our case because 'they could get fired' if they did.

Jana said the only way is to do the questions. Again, I explained to her that 75% of those questions did not apply to me. Justin agreed that my identity theft affected the questions and most belonged to the criminal that stole my identity a long time ago. I was very upset to say the least.

Jana didn't have the courtesy at any time to address us about this. I had to go to her to ask questions. She dismissed what I told her Glenn had said. We have a special needs grandson that requires 24/7 attention.

We had to find a caretaker for him to go to this appointment which was literally a waste of time! How can two different supervisors say the total opposite? We fell in love with the car, a 2020 Nissan Pathfinder; disappointment and ticked off about the whole situation is not even the word of how I feel right now. Before we left, I was looking for TJ to explain what happened, but he was nowhere to be found.

I am assuming he was out in the lot? I hope you are able to help and make this right.

Wasting people's time and misinforming your customer should not be happening! Identity theft is very common, but the ones that become victims are still paying the consequences for those criminals.

Bought my 2020 Jeep Gladiator Rubicon through CarMax and also used CarMax Auto Finance. They make it nearly impossible to make a payment.

After changing my phone number with them, they send sign-in verification to my old number every single time! Or they lock you out of your account constantly so you cannot make a payment. So if I want to make a payment, I have to pay MoneyGram a very large fee to do so. I think they do this type of stuff on purpose to make it hard for you; then they can repossess the vehicle and try to make you pay still after they sell it dirt cheap at auction.

Won't happen with me, though. I will file for bankruptcy on it without hesitation. The vehicle will sometimes run in warm weather, but after a few minutes, every single warning light goes off while driving it. It says the stabilizing system failed; the shifter also constantly locks up, and a warning light comes on also stating that the sway bar is all bad.

If I turn it off while these lights are on, it will not start back up at all, even in warm weather; then I have to get a ride home or to finish doing what I have to do, then go home. It sits more than it gets to drive. Auto start never works at all. Overall, the vehicle is just a piece of junk.

Part of me would rather just let it go and file bankruptcy on it. It would make my life a lot less stressful. I already always have to pay for another ride to take me to and from everywhere I have to go. I am really thinking about letting it go now, filing bankruptcy on it, and giving the burden to anyone else but myself.

It's one of the most stressful ordeals I've dealt with. Just tired and fed up with it. I should have gone with Ally Auto for financing so I could at least make my payments with ease. When I went with Ally in the past, I was able to make my payments without all of the headache.

I never quit paying my loan when I went through Ally either.

I bought this vehicle around 2 to 2.5 years ago. I'm just about done with it.

I am writing to formally request an investigation and legal review concerning escalating vehicle repair issues and suspected fraudulent practices at CarMax in Las Vegas, Nevada.
This communication provides a detailed account of service history, escalating vehicle problems, and concerns regarding potential fraudulent and financially exploitative practices involving CarMax in Las Vegas, Nevada, beginning in May or June of 2024. I am formally requesting a thorough investigation into this matter and seeking assistance in pursuing appropriate legal action, potentially including a class action lawsuit.
### **Timeline of Escalating Vehicle Issues and CarMax Service**
The vehicle was initially brought to CarMax in Las Vegas, Nevada, in May or June of 2024 for a coolant leak.

This initial service resulted in the vehicle being retained by CarMax for over one month.
* **Immediate Post-Service Failure:** Within 24 hours of retrieving the vehicle, the check engine light illuminated. Diagnostics indicated the need for new catalytic converters, despite them having been recently replaced in April 2024 prior to my relocation.
* **CarMax Admission of Fault and Subsequent Repair:** After an initial denial of responsibility, I contacted the CarMax investigation line. Subsequently, the West Sahara CarMax supervisor authorized the vehicle's return for repair at CarMax's expense, waiving any deductible. This authorization and waiver were interpreted as an admission of fault.
* **Second Extended Service:** The vehicle was held for an additional month for these repairs.

Upon retrieval, an internal bill was presented, reflecting \$4,000 to \$5,000 in expenses for new catalytic converters and exhaust pipe repairs, all covered by CarMax.
* **Persistent Failures and Warranty Exhaustion:** Following this repair, the check engine light continued to illuminate, necessitating further service. The vehicle was referred to Finley Chevrolet by CarMax for catalytic converter diagnostics. The ongoing issues have led to warranty claims exceeding \$13,000, along with multiple \$250 deductibles.
* **Warranty Provider Action:** My warranty provider has since ceased further payments and has recommended I pursue legal action.
### **Current Status and Concerns**
CarMax now estimates an additional \$14,000 for repairs, which again includes new catalytic converters. They state the previous catalytic converters are no longer covered due to the expiration of their 12-month warranty in June 2025.

The extended service periods contributed directly to the erosion of this warranty timeframe.
* **Suspected Practices:** I strongly suspect fraudulent practices and financial exploitation, specifically the potential for "milking" insurance and warranties dry and unjustly collecting deductibles from consumers. The vehicle's condition has significantly deteriorated throughout this process.
* **CarMax's Stance:** CarMax intends to return the vehicle without performing the estimated \$14,000 in repairs, citing financial constraints, despite the vehicle's issues having demonstrably escalated during their custody and service attempts.
* **Lack of Transparency:** The initial acceptance of responsibility by CarMax, followed by a lack of detailed transparency regarding the subsequent extensive repairs, raises significant concern. I have formally requested all documentation from 2024 to the present related to warranty claims and await its receipt.
### **Request for Assistance and Legal Action**
I am seeking immediate assistance in thoroughly investigating the full chronology of services, diagnostics, and repairs performed by CarMax.

I believe this evidence warrants the preparation of a lawsuit to seek full financial restitution. Furthermore, I request an evaluation for the potential opening of a class action lawsuit against CarMax for the alleged fraudulent and financially detrimental behaviors that have impacted me and potentially other consumers.
I would appreciate your prompt attention to this urgent and serious matter.

To whom it may concern,

CarMax Customer Relations

12800 Tuckahoe Creek Parkway

Richmond, VA 23238

Dear CarMax Customer Relations Team,

I am writing to formally report an unresolved issue with a vehicle I purchased from CarMax and to request immediate assistance, as my attempts to resolve this matter through the local branch have gone unanswered.

I purchased a 2020 Audi A6 Quattro from CarMax approximately 7 months ago, well under one year of ownership. Recently, the vehicle began experiencing mechanical issues related to the ignition coils and spark plugs, including misfiring symptoms and a check engine light.

A professional diagnostic indicated that these components were either failing or were already in poor condition, suggesting the problem may have been developing prior to purchase.

Before reaching out to corporate, I contacted: the local CarMax branch where the vehicle was purchased, the business office, and I also left a voicemail for the local branch manager.

Unfortunately, I have not received a single callback or follow-up, and the issue remains unresolved. This lack of communication is extremely concerning, especially considering CarMax's reputation for customer service and its stated commitment to thorough vehicle inspections prior to sale.

Given that I have only owned the vehicle for 7 months, I believe this issue should reasonably fall under CarMax's responsibility, whether through the 90-Day/4,000-Mile Limited Warranty, the pre-sale inspection standards, or customer satisfaction support. Ignition coils and spark plugs do not typically fail this quickly without prior signs that should have been detected.

I am requesting the following: 1. A full review of my vehicle's case and inspection records.

2. Repair coverage or compensation for the ignition coil/spark plug issue. 3. A direct response from a district or corporate-level manager, given the lack of contact from the local store.

For your reference: Vehicle: 2020 Audi A6 Quattro Ownership Duration: 7 months VIN: WAUE8AF22LN015116 Local Branch: Raleigh, NC (Wild Wood Forest Dr) Date of Purchase: (insert date)

I am simply asking for CarMax to honor the standards and customer care it advertises.

I would appreciate a written response or callback as soon as possible, so we can resolve this matter promptly.

Thank you for your attention. I look forward to your immediate response.

Sincerely,

Veronica Howard

Phone: (984) 212-****

Email: howardmveronica@***.com

Your Lexington, Kentucky store sent me away without a scheduled oil change. I was scheduled for 1:00 p.m.

I arrived at 1:11 p.m. After 10 minutes, I was told that they could not service my car because I was 20 minutes late, which was a blatant lie. I was rescheduled for the 29th of this month, which is an inconvenience because I had other appointments scheduled. Under my name and my wife's name, Linda Henegar, we have purchased dozens of cars over the past decade from your Lexington store.

This is in addition to countless oil changes, brake replacements, etc. I spent almost 1000 bucks a couple of months ago on brakes there, for example. You can check my history along with my wife's.

So, long story short, this cancellation was a slap in the face to us who have been loyal customers and who have helped to pay the salary of the manager who rejected my scheduled service, along with others there. It is a bad look, to say the least.

CarMax sold me a 2018 RAM 2500 with only 7,807 miles that appeared clean and well-maintained. After purchase, multiple mechanics discovered severe, concealed rust damage affecting the frame, suspension, braking system, and engine.

One described the rust as like cancer. The vehicle was unsafe and unfit for business use. I was forced to shut down my stump removal business and take hospital employment. CarMax refused to resolve the issue, and I filed a Verified Complaint in Pickens County Superior Court (Case No.

2025SUCV721) seeking $276,582 in damages. The complaint includes 18 exhibits documenting mechanical failure, repair costs, income loss, and emotional distress.

Weve done business with Carmax many times over the last 20 years and purchased around 8 cars from them and sold them several as well. We should have done better research about the current state of the company before choosing to do business with them again.

After our recent experience selling them a car last week we will never ever return to them as a customer. Every car we sold them in the past we have been paid out exactly what the online offer was so we had a background of trust. This time the offer was $5000 less based on ambiguous claims of hail damage and transmission issues. Yet no tangible evidence could be provided for these claims.

We had also just had a 75K service done on the car end of July with a full diagnostic work up with zero evidence of transmission issues and no warning lights. We even provided the paperwork on this.

This company no longer acts with integrity, lies to customers, gaslights them and uses bait and switch tactics. Save yourself time and headaches and do business with someone else.

I bought a 2019 Chevy Silverado 1500 a little over a month ago. A couple days ago, my truck had a check engine light, brake light, and traction control light onwith notifications of service ESC, service brake system control module, service trailer brake system, and entered into a 43mph and 62mph limp mode.

I had no service done to the vehicle prior to these lights and notifications coming on. Lights and notifications disappeared and reappeared on 2 separate occasions. Took it to my local CarMax when lights and notifications were gone to get some answers, and they said they couldnt do anything.

If these symptoms happen again because something wasnt fixed or attended to, whos going to pay for my tow truck? Im not driving in that limp mode to a CarMaxthats way too dangerous for my liking, especially when I travel relatively long distances on a daily basis.

I find it hard to believe that even though the lights and notifications were gone, they couldnt dive a little deeper to find out the problem.

If thats the case, CarMax needs to hire better mechanics. I cant help it that everything disappeared, but thats what the mechanics are paid forto give me answers, not just say theres nothing we can do.