Consumer complaint received 2025-04-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: CarMax, Inc.
State: TX

Complaint narrative:
Dear CarMax Customer Relations, I am submitting a formal complaint regarding a recent vehicle purchase from CarMax involving numerous violations of federal and Texas consumer protection laws. This includes odometer fraud, material misrepresentation, failure to deliver a roadworthy vehicle, abusive employee conduct, breach of verbal and written agreements, and discriminatory treatment all compounded by difficulties accessing repairs and resolution due to my XXXX and family obligations. 

Core Issues : 1. Odometer Fraud ( 49 U.S. Code 32703 ) The mileage on the vehicle I purchased appears to have been rolled back or misrepresented, constituting a federal violation under the Federal Odometer Act and a deceptive trade act under Texas Business & Commerce Code 17.46 ( b ). CarMax failed to disclose or verify the true mileage, leading me to overpay significantly for the vehicle. 

2. Vehicle Not Drivable at Sale False Advertising & Warranty Violations At the time of pick-up, the vehicle would not start. CarMax technicians later confirmed mechanical issues, including a failed starter, contradicting their " 125+ Point Inspection '' guarantee. CarMaxs stated promise that every car is carefully inspected was knowingly false. This constitutes misrepresentation, breach of implied warranty ( Tex. Bus. & Com. Code 2.314 ), and a violation of the Magnuson-Moss Warranty Act.

3. Hostile, Humiliating, and Discriminatory Conduct by Employees While at the dealership, I was physically surrounded and spoken to in a threatening, humiliating manner. Technicians joked about the vehicle only needing to function long enough to get to the freeway and implied that any breakdown would be my problem. As a XXXXr transporting my XXXX XXXX XXXX this behavior was deeply disturbing and captured on audio. 

When making my initial payment, a XXXX employee loudly claimed that four different debit cards I attempted to use had no funds, despite each having sufficient balance. This appeared to be an attempt to embarrass me in front of female co-workers, and the conduct was unprofessional and humiliating.

4. Misrepresentation of Vehicle Condition Smoke Odor, Health Impact, and Undisclosed Damage Upon eventual pick-up, I captured video of a CarMax employee admitting that the car smelled like cigarette smoke, despite it being listed as a non-smoker vehicle. The smoke smell was strong and persistent. Since that time, my child, who regularly rides in the vehicle, has developed a recurring cough. This directly impacts my familys health and safety.

Additionally, the vehicle has multiple paint and exterior damages that were never disclosed in the online listing or sale documentation. While I was told that the car would be repainted or repaired, only partial work was done. I later learned from a representative that the request to bring the vehicle back was only for taking photos, and any further repair would be decided later.

5. Broken Promises Delayed First Payment and Credit Not Honored I was promised a 30-day payment deferral and a vehicle payment credit to offset the inconvenience of delayed repairs. However, I was later told nothing could be done because the representative noted it but couldnt adjust payments. I have audio and video documentation confirming this promise. The failure to honor this agreement constitutes deceptive inducement and a violation of the Fair Credit Reporting Act ( FCRA ) and Fair Debt Collection Practices Act ( FDCPA ).

6. Payment Ledger Errors Missing Payment & ADA Confusion My XX/XX/year> payment of {$1600.00}, which was accepted by CarMax, is missing from my account ledger. I have screenshots that prove this discrepancy. As someone with a cognitive XXXX, this type of error and lack of clear communication violates my right to accessible and transparent financial information under the Americans with Disabilities Act ( ADA, 42 U.S.C. 12101 et seq. ).

7. Failure to Escalate or Resolve Miscommunication Between Departments After speaking with the Business Department Manager, I was told my issues would be forwarded to the Service Manager. However, the Service Manager later stated he had never heard of any complaints. This ongoing miscommunication has forced me to relive this ordeal repeatedly, often while taking time off work and caring for my family.

Moreover, I was unable to bring the car back a third time for repairs as requested because the dealership is over an hour away, and store hours conflicted with my job and lack of access to a temporary vehicle. I made my concerns clear, but no solution was offered that considered my circumstances.

Supporting Evidence Includes : Audio recordings of employees acknowledging defects and making inappropriate remarks Video of the cigarette odor acknowledgment at pick-up Voicemail from technician diagnosing defects after the sale Screenshots of payment discrepancies and financial ledger errors Pricing and market comparison showing vehicle was grossly overpriced Documentation of paint damage and inconsistent repair offers

Company response to consumer: Closed with explanation