CarMax

CarMax is a used car retailer. It operates both CarMax Sales Operations and CarMax Auto Finance.

Telephone
Customer service : (804) 747-0422
Customer service : (800) 519-1511
Mailing address
12800 Tuckahoe Creek Parkway
Richmond, VA 23238
Website
carmax.com

What you need to know about CarMax

The company responds to most customer complaints in a satisfactory manner. However, we have had some recent issues with the CarMax appraisal process.

How to resolve a problem with CarMax

Try self-service first

Use our proven resolution methods.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.

Verified contacts

CarMax customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Jennifer Sheppard
Associate Vice President, Customer Engagement and Customer Service Excellence
Secondary
Bryan Ennis
Vice President, Customer Experience Centers and Retail Operations
Interim Chief Executive
David McCreight
Interim Chief Executive

Additional contacts

Joe Wilson
Executive Vice President, Chief Operating Officer

Frequently asked questions about CarMax

The corporate entity behind the formation of CarMax was Circuit City Stores.
Call (800) 519-1511
Call (800) 925-3612.
Monday to Friday 9 a.m. to 8 p.m.; Saturday 9 a.m. to 6 p.m. (all times Eastern).
CarMax uses a no-haggle pricing model, meaning the price you see is the price you pay.
Yes, CarMax allows customers to test drive any vehicle before making a purchase.
You can sell your car to CarMax by taking it to a CarMax location for an appraisal. The appraisal is free, and you'll receive a written offer that's good for seven days.
Yes, CarMax offers financing through several lenders, including its own financing service. You can get pre-approved online or at the dealership.
Every car sold by CarMax comes with a limited warranty, which typically covers major systems for 90 days or 4,000 miles, whichever comes first. Extended warranties are also available for purchase.
CarMax offers a 30-day money-back guarantee on all cars, allowing you to return the car for any reason within 30 days of purchase, as long as you haven’t driven it more than 1,500 miles.

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