CarMax's Commitment to Recall Transparency
CarMax Provides Consumers with Information About Open Recalls Prior to Sale

CarMax has led the industry in recall transparency. In 2014, centralized recall information was made available by NHTSA. We believe we were one of the first to incorporate it into our advertising and sales process. We share vehicle specific open recall information in-store and online to ensure our customers know about open recalls prior to purchase.

Because most of our customers visit us first online, every vehicle listing on carmax.com and on CarMax's mobile apps includes a link to the National Highway Traffic Safety Administration (NHTSA) recall lookup website, with the VIN pre-populated, allowing customers to obtain open recall information on any CarMax used vehicle. In addition, CarMax used vehicles have two stickers posted on their windows that provide information about how to obtain safety recall information.

Before any customer purchases a used vehicle, a CarMax associate and the customer review the vehicle’s recall information available on the NHTSA website, which includes a review of the nature of the recall. If a customer decides to proceed with purchase after this initial review, customers will then review a printed version of the NHTSA search results, which includes details about the nature of the recall, and sign a form acknowledging receipt of the NHTSA recall information prior to signing sales documents. Both the NHTSA search results and the acknowledgement form are provided to the customer with their paperwork. If a customer decides they do not want to keep the vehicle for any reason, every vehicle sold by CarMax is covered by a 7-Day Money-Back Guarantee.

We recommend that our customers register their vehicle with the manufacturer and urge them to have open recalls fixed immediately following purchase. Our vehicles meet or exceed state safety inspection requirements in the more than 20 states that mandate vehicles pass safety standards.

Open Recalls Can Only Be Cleared at a Manufacturer-Authorized Facility

The current recall system is based on the manufacturer's relationship with its dealers and registered vehicle owners, and not with independent used auto retailers, like CarMax. Among other things, this means that manufacturers have not authorized CarMax to complete recall repairs and close out recalls.

Our experience shows us customers are in the best position to act on recall information directly with a manufacturer-authorized dealer. We have found that dealers are often more likely to provide timely recall repair to customers rather than to a competitor, like CarMax, so we encourage customers to have recalls repaired at a manufacturer-authorized facility.

CarMax is built on integrity – and has been recognized nationally for this commitment. Ninety five percent of our purchasers say they would recommend us to family and friends. We believe this continued loyalty is due to the straightforward and transparent car buying experience that we continue to provide.

Additional Resources:

CarMax Recall Notification Video

Infographic on the U.S. Recall System

carmax-auto-recall-infographic

Download PDF

Contact Information

Media Inquiries
(855) 887-2915(855) 887-2915
pr@carmax.com

Customer Relations
(800) 519-1511(800) 519-1511

Marketing Inquiries
marketing_carmax@carmax.com