CarMax customer service helps shoppers and vehicle owners with used-car purchases, store questions, vehicle transfers, returns, refunds, customer complaints, CarMax Auto Finance payments, loan payoffs, account access, warranty questions, MaxCare, vehicle problems, and concerns about a CarMax store or buying experience.
For most CarMax concerns, use 1-800-519-1511 for Customer Relations. Use 1-800-925-3612 for CarMax Auto Finance payments, payoffs, account access, and finance-related questions.
Many customers search for CarMax customer service, CarMax phone number, CarMax Auto Finance phone number, CarMax complaints, CarMax return policy, CarMax payoff, CarMax warranty, and MaxCare support. Use the guide below to choose the best support route.
CarMax customer-service information reviewed and updated on July 7, 2026.
CarMax Customer Service Help by Issue
- Customer Relations and complaints: Call 1-800-519-1511 for feedback or concerns about a CarMax experience.
- CarMax Auto Finance: Call 1-800-925-3612 for payments, payoff questions, account access, or finance support.
- Buying a vehicle: Use CarMax.com, online chat, or the local CarMax store handling the vehicle.
- Selling or trading in a car: Use the CarMax online offer tool or contact the store where the appraisal is being handled.
- Vehicle transfer delay: Check the vehicle status online and contact the store or Customer Relations if updates are inconsistent.
- Return question: Review CarMax’s 10-day Money Back Guarantee and contact the store where the vehicle was purchased.
- Refund concern: Keep the return paperwork and ask when the refund check or payment reversal will be issued.
- Vehicle problem after purchase: Contact the selling store and review the limited warranty, MaxCare plan, and repair documentation.
- MaxCare question: Review the MaxCare service plan documents and contact CarMax or the plan administrator listed on the paperwork.
- Payoff or title issue: Contact CarMax Auto Finance with the account number and payoff details.
- Store complaint: Ask for the store manager first, then contact Customer Relations if unresolved.
How To Contact CarMax Customer Service
- CarMax Customer Relations: 1-800-519-1511
- Customer Relations Hours: Monday through Friday, 9:00 a.m. to 8:00 p.m. ET
- CarMax Auto Finance: 1-800-925-3612
- CarMax Auto Finance Hours: Monday through Friday, 8:00 a.m. to 10:00 p.m. ET; Saturday, 9:00 a.m. to 6:00 p.m. ET
- CarMax Help Center: CarMax Help Center
- CarMax Auto Finance Account: Manage CarMax Auto Finance
- CarMax Return Policy: CarMax 10-Day Money Back Guarantee
- MaxCare and Limited Warranty: CarMax Warranty and MaxCare
- Find a CarMax Store: CarMax Store Locator
- Corporate Office: CarMax, Inc., 12800 Tuckahoe Creek Parkway, Richmond, VA 23238
- Official Website: CarMax.com
Important: The older number previously listed on this page, 1-866-629-3674, should not be treated as the main verified support route unless CarMax lists it for your specific issue. For current customer concerns, use Customer Relations at 1-800-519-1511. For finance accounts, use CarMax Auto Finance at 1-800-925-3612.
Choose the Correct CarMax Support Route
- Buying, selling, or trading: Start with CarMax.com or the store handling the vehicle.
- Complaint about a store visit: Ask for the store manager, then contact Customer Relations.
- Auto loan payments or payoff: Contact CarMax Auto Finance.
- Refund after return: Contact the store where the return was completed and keep all return paperwork.
- Vehicle issue after purchase: Contact the selling store and ask whether the limited warranty or MaxCare applies.
- Title, lien, or payoff letter: Contact CarMax Auto Finance.
- Roadside or repair issue: Check your MaxCare or warranty documents for the correct plan contact.
Information To Have Before Calling CarMax
- Your name and phone number
- CarMax store location
- Vehicle year, make, model, and VIN
- Stock number or order information
- Purchase date or appraisal date
- CarMax Auto Finance account number, if applicable
- Repair order or service records
- Return paperwork or refund confirmation
- Payoff quote or payment confirmation
- Names of representatives or managers contacted
- The resolution you are requesting
Do not post a full VIN, loan number, payment-card number, driver’s license, insurance document, home address, or finance paperwork in a public review.
CarMax Auto Finance Help
CarMax Auto Finance handles loan payments, payoff questions, account access, payment posting, payoff mailing addresses, title and lien questions, SCRA requests, and finance-account concerns.
Common CarMax Auto Finance Issues
- Making a payment
- Payment not posted
- Late payment or account status question
- Payoff quote
- Principal-only payment question
- Title or lien release
- Online account access
- Returned payment
- SCRA benefits request
- Mailing address or payoff address question
For finance issues, call 1-800-925-3612. Have the account number, vehicle information, and payment details ready.
CarMax Returns and Refunds
CarMax currently offers a 10-day Money Back Guarantee. If you decide the vehicle is not right for you, return it to the CarMax store where it was purchased within the eligible return period and in condition consistent with when you bought it.
Before Returning a Vehicle
- Confirm the purchase date and deadline
- Review mileage and vehicle-condition requirements
- Bring all keys, paperwork, accessories, and documents
- Ask how financing or negative equity will be handled
- Ask when any refund will be mailed or processed
- Get written confirmation that the return was completed
If you paid cash or made a large down payment, ask the store how the refund will be issued and when to expect it. Keep the return paperwork until the refund clears.
Vehicle Problems, Warranty, and MaxCare
Every CarMax vehicle comes with a limited warranty, and some customers also purchase MaxCare as an optional extended service plan.
Before Contacting CarMax About a Vehicle Problem
- Write down the symptom clearly
- Record when the issue started
- Check mileage
- Take photos or videos when helpful
- Keep repair estimates and inspection reports
- Review the limited warranty
- Review MaxCare documents if purchased
- Contact the selling store promptly
For safety-related vehicle problems, stop driving if the vehicle may be unsafe. Contact CarMax, a qualified repair facility, the manufacturer, or a safety agency depending on the issue.
CarMax Store Complaints
Store complaints may involve a sales experience, appraisal, vehicle condition, transfer delay, trade-in offer, pickup appointment, return experience, refund timing, service issue, or difficulty reaching the store.
How To Escalate a Store Complaint
- Contact the store handling the vehicle or sale.
- Ask for the sales manager, service manager, or location manager.
- Keep written notes of each call, visit, and promised follow-up.
- Contact Customer Relations at 1-800-519-1511 if the store does not resolve the issue.
- Ask for a case number or written follow-up.
- Use corporate-office information only after normal support routes fail.
CarMax Trade-In and Appraisal Questions
CarMax offers online and in-store appraisals, but the final result can depend on vehicle condition, mileage, title status, accident history, market demand, and inspection.
Before Contacting CarMax About an Appraisal
- Keep the written offer
- Check the expiration date
- Review vehicle condition notes
- Bring title or payoff details
- Bring registration and identification
- Ask whether changes in condition affect the offer
- Ask how negative equity will be handled
If you disagree with an appraisal or trade-in result, ask the store to explain the adjustment in writing.
CarMax Scam and Privacy Warnings
Be careful with fake vehicle listings, fake finance calls, fake payoff requests, fraudulent payment links, lookalike websites, and messages claiming to be from CarMax.
Warning Signs
- A website address is not CarMax.com
- A seller asks for payment outside CarMax
- A caller asks for bank login information
- A message asks for a one-time verification code
- A fake finance message demands immediate payment by gift card, wire, or cryptocurrency
- A payoff email uses an unfamiliar domain
- A vehicle price looks too good to be true
Use CarMax.com, the CarMax app, official CarMax Auto Finance tools, and verified phone numbers before providing payment or personal information.
What To Expect When Contacting CarMax
- Customer Relations may ask for store location, vehicle details, and the issue history.
- CarMax Auto Finance may ask for the account number or identifying information before discussing a loan.
- Return and refund issues may require store confirmation.
- Vehicle problems may require inspection, repair records, or warranty review.
- Payoff, title, and lien questions may take additional processing time.
- For unresolved issues, written documentation and case numbers are helpful.
CarMax Customer Reviews and Complaint Sentiment
At the time this page was updated, CustomerServiceNumbers.com displayed a CarMax rating of 2.3 out of 5 stars based on 3 reviews.
The visible CSN reviews include:
- One positive review describing a quick and pleasant purchase experience
- One complaint about waiting for a cash refund by check
- One complaint about difficulty reaching someone by phone and unresolved vehicle problems
This is a small and older review sample, so it should not be treated as a broad rating of every CarMax store, vehicle, finance account, or customer-service experience. It is most useful for identifying the types of issues that led customers to seek additional help.
What To Include in Your CarMax Review
- The store location
- Whether the issue involved buying, selling, trade-in, finance, return, refund, service, warranty, or MaxCare
- Vehicle year, make, and model, without posting the full VIN
- Whether you contacted the store manager or Customer Relations
- Whether CarMax Auto Finance was involved
- How long it took to receive a response
- Whether the issue was resolved
CarMax Frequently Asked Questions
What is the CarMax customer-service phone number?
For Customer Relations and complaints, call 1-800-519-1511. For CarMax Auto Finance, call 1-800-925-3612.
What is the CarMax Auto Finance phone number?
CarMax Auto Finance can be reached at 1-800-925-3612.
What are CarMax Auto Finance hours?
CarMax Auto Finance lists support hours as Monday through Friday from 8:00 a.m. to 10:00 p.m. ET and Saturday from 9:00 a.m. to 6:00 p.m. ET.
How do I complain to CarMax?
Start with the CarMax store or manager connected to the issue. If unresolved, call Customer Relations at 1-800-519-1511 and ask for a case number.
What is CarMax’s return policy?
CarMax currently offers a 10-day Money Back Guarantee. Return the vehicle to the store where it was purchased within the eligible period and keep all paperwork.
How long does a CarMax refund take?
CarMax says refunds due back are typically mailed within about two weeks after the return date.
Does CarMax have a warranty?
CarMax says every car it sells automatically comes with a limited warranty. The standard period is generally 30 days, with longer periods in certain states.
What is MaxCare?
MaxCare is an optional extended service plan that customers may choose to purchase when buying a vehicle from CarMax.
Where is CarMax corporate office?
CarMax’s corporate address is 12800 Tuckahoe Creek Parkway, Richmond, Virginia 23238.
Does CustomerServiceNumbers.com provide CarMax support?
No. CustomerServiceNumbers.com is an independent consumer information and review site. CarMax does not provide customer support through this page.
Related Automotive Customer Service Pages
- AutoNation Customer Service
- Carvana Customer Service
- Ford Customer Service
- General Motors Customer Service
Official CarMax Resources
- CarMax Help Center
- CarMax Auto Finance
- CarMax Return Policy
- CarMax Warranty and MaxCare
- CarMax Store Locator
Related Consumer Resources
- Identify an Unknown Auto, Dealer, Finance, or Service Charge
- CarMax Corporate Headquarters
- Check a Suspicious Vehicle Listing, Finance, Warranty, Text, or Email Message
- Read and Share Company Reviews
- Find Chat and Online Customer Support Options
- Search Corporate Office Headquarters Information
Page Update Note
This CarMax customer service page was updated on July 7, 2026, to better explain CarMax Customer Relations, CarMax Auto Finance, finance phone support, returns, refunds, limited warranty, MaxCare, payoff questions, store complaints, vehicle problems, scam warnings, and CSN review status.
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers locate customer-service information and share real customer experiences since 2004. We independently organize company contacts, support routes, complaint information, review sections, and practical escalation steps.
Our goal is not simply to repeat a phone number. We help consumers determine whether to contact a CarMax store, Customer Relations, CarMax Auto Finance, MaxCare support, a repair facility, a payment provider, or another appropriate resource.
Reviews may be moderated for spam, profanity, private account information, payment details, full VINs, exact addresses, loan numbers, and personally identifiable information while preserving the reviewer’s original meaning.
Share Your CarMax Experience
Have you contacted CarMax about buying a car, selling a car, trade-in value, vehicle transfer, return, refund, CarMax Auto Finance, payoff, warranty, MaxCare, vehicle problems, or an unresolved customer-service complaint?
Leave a rating and review below. Include the store location, issue type, support route used, whether Customer Relations or CarMax Auto Finance responded, how long it took to receive help, and whether the issue was resolved.
Your experience may help another customer decide whether to contact a CarMax store, Customer Relations, CarMax Auto Finance, MaxCare, or another consumer resource.
Customer Service Numbers Disclaimer
CustomerServiceNumbers.com is an independent consumer website and is not affiliated with CarMax, Inc., CarMax Auto Finance, any CarMax store, any lender, any warranty provider, any repair facility, or any vehicle safety agency. CarMax does not provide customer support through this website.
This page provides general consumer information and does not provide legal, financial, automotive repair, warranty, insurance, credit, title, vehicle safety, or regulatory advice. CarMax’s official policies, purchase documents, finance agreements, warranty terms, MaxCare documents, return paperwork, payoff records, title records, and written decisions control each vehicle purchase, account, return, or complaint.
