CarMax Auto Superstores

Do you think CarMax Auto Superstores is not playing fair? You have rights under the law and we can help you at no cost to you. UDAAP is an acronym representing laws that prohibit Unfair, Deceptive, or Abusive Acts or Practices in the context of trade or business.


If CarMax Auto Superstores violated the law, you may be entitled to money damages and CarMax Auto Superstores will pay our fees and costs. You won’t owe us a dime for our services. Plus, some of our clients also receive debt relief and cleaned-up credit reports. You have nothing to lose! Call us today at 312-300-5996 for a free consultation.

What is CarMax Auto Superstores?

CarMax Auto Superstores has been in business since 1993. The company claims to be the nation’s largest used cars retailers. CarMax Auto Superstores has over 220 stores in 40 states and is part of Fortune 100 Best Companies to Work For. 

CarMax Auto Superstores has over 25,000 associates with over 45,000 CarMax Certified cars. It has sold over 9 million cars and has had over 33 million cars appraised. 

CarMax Auto Superstores Address, Phone Number, and Contact Information

Corporate Home Office
12800 Tuckahoe Creek Pkwy
Richmond, VA 23238 

+1 800-519-1511
 Monday-Friday: 7am-7pm
Saturday & Sunday: Closed

Vehicle Damage 

Many of the complaints against CarMax indicated damages in the vehicles they purchased or had financed through and from the company; these ranged from rust to incredibly used tires and more. Some customers had realized these damages days or weeks later leaving them out of the warranty period or having a hard time asking for leniency. 

Inaccurate Vehicle Descriptions

Other complaints showed that the vehicles they’ve obtained through CarMax were not true to their descriptions. This has left some customers in a bind as returning the vehicles would leave them with no car and out of the refund for days, if not weeks. Some customers reported returning their vehicles and having no similar replacements similar to their original choice resulting in CarMax having both the car and their money in custody. 

Delayed or Failed Services

Multiple reviews also showed that customers had their applications delayed or test drives rescheduled multiple times. Other complaints also stated having to reschedule repairs due to the pandemic but having failed to contact the line and make new appointments. Consequently, these complainants had to spend hours contacting the company for updates about their vehicles. 

There were also instances when customers were being dragged on for vehicles that should have been delivered or finished with its repairs. Others had their vehicles erroneously transferred and were being charged with hundreds of dollars worth of transfer fees. 

Poor Customer Service

CarMax Auto Superstores employees were reportedly unhelpful. Some customers were told they weren’t allowed to directly contact the stores and to wait for their correspondence which took days. Others had to wait hours on the line only to be left with their issues unresolved. According to other complaints, the employees regurgitated the same unhelpful information they’ve already informed the customers. 

Unfortunately,  vehicle damage, inaccurate descriptions, poor services, and unreliable customer services are just the beginning for CarMax Auto Superstores. CarMax Auto Superstores customers are left wondering what options they have regarding their consumer rights.

We Fix Complaints When Customer Service Won’t

Has CarMax Auto Superstores used misleading sales tactics? Have you received poor service? Do you have complaints with billing? Do you want customer service at CarMax Auto Superstores to listen?

A lot of CarMax Auto Superstores Corporation customers aren’t happy with their service and the Better Business Bureau lists 806 customer complaints against the company in the past three years, including complaints for billing and collections practices, problems with a service/product, advertising and sales, among others.  

If your complaints haven’t been heard, we can help. At Agruss Law Firm, LLC we help customers who have been mistreated by big companies--much like CarMax Auto Superstores--and we turn your complaints into resolutions!

We’ll not only file your legal demands with CarMax Auto Superstores, we’ll negotiate with the company. If your claim isn’t resolved through these negotiations, we’ll work through the legal process that is outlined in your CarMax Auto Superstores contract, which is typically arbitration. 

Agruss Law Firm, LLC gets results--including zero balances, refunds, and other compensation. 

Here’s How to Make Big Companies Listen

It can be frustrating when you rely on a service and don’t get the results you’ve paid for. Big companies make mistakes every day and not only is it their fault, but it can also cost you money, time, and leave you with big headaches. 

Have you tried calling CarMax Auto Superstores to address an issue, only to be told that the representative has no authority to do so? Or maybe you’ve tried talking to someone higher up in the company, only to be ignored, dismissed, or they take too long, continuing to waste your precious time. Maybe you’ve sent an email to the company which only resulted in a prefabricated response or they never follow through with what they’ve promised. 

When you’re limited in your choices for service providers or you’re locked into a contract, what can you do?

Fortunately, you do have options. 

Use Arbitration to Settle Your Complaint

Most companies like CarMax Auto Superstores have an arbitration clause in their contracts to prevent being taken to court for traditional litigation. This is actually an advantage for the consumer. When you request an arbitration hearing, an independent third-party (the arbitrator) with knowledge of the type of situation involved will listen to the facts from both sides and make an impartial, binding decision. CarMax Auto Superstores will have to do a lot of work and there is no guarantee that they will have a successful outcome. 

Arbitration is Fast, Inexpensive, and Private

Arbitration with CarMax Auto Superstores is conducted through the American Arbitration Association (AAA). According to the AAA Consumer Due Process Protocol, arbitration through AAA will comply with their Statement of Principles, which includes:

  • The process is fundamentally fair - All parties are entitled to qualified, competent, impartial arbitrators who will conduct a fair hearing.
  • You get access to all relevant information - This includes reasonable costs, confidentiality, reasonable time limits, and meeting times and/or locations that are agreeable to both parties.
  • Transparency - AAA provides clear arbitration agreements and the ability for each side to hire their own representation.
  • Just process - Arbitration allows the arbitrator to award the same relief as traditional litigation in a binding decision. 
  • Alternative to arbitration - Mediation and the ability to take the case to small claims court should be available in some cases.

Arbitration Gives you Control and Leverage

When CarMax Auto Superstores is alerted that you plan to pursue arbitration, they know it will cost them money out of pocket. Not only do they run the risk of losing the case, but they will also pay for their mistake(s) and the arbitration itself. This gives you more leverage with your demands. 

If CarMax Auto Superstores doesn’t meet those demands and you have a real complaint, Agruss Law Firm, LLC can help by representing you in arbitration where you will get a fair, just, and transparent hearing.

Control and Leverage Triggers Faster Settlements

Large companies like CarMax Auto Superstores don’t like the uncertainty and loss of control that comes with arbitration. Not only do they lose the advantage in the situation, but you’re also on equal footing with them in the eyes of arbitration. 

The first step in taking on CarMax Auto Superstores is to formally raise your complaint. The lawyers at Agruss Law Firm, LLC can help you to do so. We will send a letter of demands to the corporate offices of CarMax Auto Superstores, letting them know that you’re ready to begin arbitration if a satisfactory resolution is not achieved. Typically, this is 30 days, but it will depend on your specific contract with CarMax Auto Superstores. 

Approximately 50% of cases will settle before proceeding to an arbitration hearing during this time. However, if CarMax Auto Superstores doesn’t offer a reasonable settlement within the appropriate time frame, the next step would be filing a case with AAA. Agruss Law Firm, LLC will not only put together the necessary paperwork for arbitration, but we will also help you take the next steps in the arbitration process. 

UDAAP and Arbitration

UDAAP is an acronym representing laws that prohibit Unfair, Deceptive, or Abusive Acts or Practices in the context of trade or business. This includes misrepresentation, deception, false advertising, or false promises. These laws emerged following the Dodd-Frank Wall Street Reform and Consumer Protection Act that was enacted in response to the 2008 financial crisis. The ultimate goal with these laws is geared towards protecting consumers involved in financial transactions, educating consumers on their rights, and allowing them access to information and resources to best inform their decisions.

UDAAP laws are regulated by two organizations, the Consumer Financial Protection Bureau (CFPB) and the Federal Trade Commission (FTC). The FTC expanded the initial UDAAP laws in 2004 to include unfair and deceptive acts and practices. Some standards for unfairness, in particular, include if it causes or is likely to cause substantial injury to consumers, the injury is not reasonably avoidable by consumers, and the injury is not outweighed by countervailing benefits to consumers or to competition.

Every state has UDAAP laws, which can vary widely. However, the lawyers at Agruss Law Firm, LLC understand these laws and can use them to get compensation for deceptive practices, representing consumers throughout the country in cases of arbitration at no cost to them. The company will not only pay the consumer, but they will also pay my fees as well. The consumer will never pay me a cent.

If you’re dealing with an issue with CarMax Auto Superstores, you might try filing a complaint with the BBB or the customer service team with CarMax Auto Superstores. Unfortunately, these avenues won’t always lead to a successful resolution for you, the customer. Instead, you may want to consider an experienced arbitration lawyer to take on your case. 

Arbitration is a very useful tool for resolving disputes, and Agruss Law Firm, LLC can help. With our expert guidance, we bring the big companies to the table and provide the support needed to get your bills corrected, credit reports fixed, improper fees refunded, and more. Let us pick up the sword for you; you have nothing to lose.

How Do I File a Complaint Against CarMax Auto Superstores?

We will use your state’s UDAAP law to file a complaint in Arbitration on your behalf at no cost to you. UDAAP laws include misrepresentation, deception, false advertising, or false promises. Under your state’s UDAAP law, you are likely entitled to money damages for your actual damages.  Plus, the other side will pay our fees and costs.  You will not pay us a penny.  These laws emerged following the Dodd-Frank Wall Street Reform and Consumer Protection Act that was enacted in response to the 2008 financial crisis. The ultimate goal with these laws is geared towards protecting consumers involved in financial transactions, educating consumers on their rights, and allowing them access to information and resources to best inform their decisions.

People, First

We are proud to serve consumers in arbitration cases. We see you as a person, not just a client – and that makes us better at the work we do. We listen. We learn your story. And, as we help you get the money you deserve, we go above and beyond in a way most law firms never could and never would. Because we’re not just lawyers. And you’re not just a client. We’re friends, neighbors, family. We’re all people and here at Agruss Law Firm, we put People, First.

Share Your Complaints Below Against CarMax Auto Superstores

We encourage you to post your complaints about CarMax Auto Superstores. Sharing your complaints against this big company can help other consumers understand what to do when they have problems with this company. Sharing your experience may help someone else!

We are listening.

Submitted Complaints

No complaints submitted yet. Sharing your story will help others!