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1.8 341 Reviews

CarMax Complaints Summary

66 Resolved
273 Unresolved
Our verdict: With CarMax's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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CarMax reviews & complaints 341

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9:38 pm EST
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CarMax Customer service

02/20/2024 approx. 4 pm. I entered the store to pick up the truck I had it shipped from Alabama. I told CarMax personal last week that I would be paying cash, Cashier's check, and that it must be listed in a living trust. The sale gentleman knew nothing, the manager, Karl IMPLIED that I stole the cashier's check. I started crying, No empathy whatsoever. He called my bank we were on the phone 45 mins to verify that I did not steal the check. No apologies. The insurance has been on the truck since 1/06/2024 Then they implied that I should have brought my trust with me. Whatever they should have told me that last week. Now they want an EIN number, and you don't get an EIN number with a living trust. This is the most HORRIBLE experience that I have ever had when buying anything. The only guy that was 1/2 nice was the one that brought me my keys,

Claimed loss: Respect,

Desired outcome: I would like an apology on how I was treated by this staff. How about Education your staff on human decency. Never once did anyone say I'm sorry that you're upset.

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2:15 pm EST

CarMax Fresno service center

I took my vehicle to the service center back in September 2023. There were several issues that needed to be addressed. This was within a couple weeks of me purchasing the vehicle. One of the issues was the sensor for the washer fluid. It needs to be fixed. I spoke with Moses numerous times. I do have all of those incidents documented. He told me they would take care of it. I took my vehicle in, January 2024. The initial problem was the driver seat. He just called me and told me the driver seat was fixed. When I asked him about the sensor, he told me he was not going to fix it. That was a separate issue. He said he did not document that therefore, he was not going to have it fixed, at this time. He is wanting me to file a separate warranty claim. This is not acceptable. I would like a call back and someone to please provide a resolution to this.

Thank you!

Ryan Gregg

[protected]

Desired outcome: The washer fluid sensor fixed.

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5:09 pm EST
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CarMax - Sold a bmw 550i with major mechanical problems knowingly.

In march of 2023, I had purchased a 2012 bmw 550i, after picking the car up from the lot, I returned home, after approx. A week and a half of driving it back and forth to work 10 min. From home, the display read oil low add 1 qt. Asap so immediately I did so, figuring it was probably not filled to recommended level after last oil change I didn't think too...

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8:37 am EST
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CarMax Car i recieved

Hi back in September 2022 i purchased a Hyduia ACCENT GLS hatchback, i was not told of the issues of it and car note is 421$ i have to keep taking it to the shop for repairs first it was the starter , then the alternator, and then the crank shift sensor its just alot of money out of pocket expenses car max made me pay for, and ive been making payments partial as it goes due to the car being repaired, this is unacceptable something has to be done about this they need to do better

my number is [protected]

email [protected]@gmail.com

of course i love my car but i wish they would've told me the problems before hand

Claimed loss: 2000

Desired outcome: I would like them to work with me on my payments reduce them or something

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8:41 pm EST
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CarMax Carmax auto loan

On 12/12/23, I did a prequalification for an automobile purchase, regardless of reason, requesting a deposit for purchase price of an automobile is a violation of 15 U.S. Code § 1662 - Advertising of downpayments and installments. In addition, under the Consumer Protection Act, the Truth in Lending Act, and Equal Credit Opportunity Act, it is a discriminatory practice. In addition, since CarMax is borrowing my Credit to then reextend my credit to me in the form of payments with interest, this is a violation of 18 U.S. Code § 892 - Making extortionate extensions of credit; 18 U.S. Code § 893 - Financing extortionate extensions of credit; attempting to 18 U.S. Code § 894 - Collection of extensions of credit by extortionate means. As an American, I am able to use my credit without these discriminatory, false, misleading, and deceptive business practices.

Claimed loss: Auto Loan Application

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8:45 am EST

CarMax Car sale

In 2022, I made the mistake of purchasing a 2010 Nissan Murano truck which turned out to be a complete lemon. From the very first week of purchase, I started experiencing issues with the car not working properly. Unfortunately, this problem persisted and occurred about four more times. Despite seeking assistance from the Service Manager, I found them to be unhelpful and even rude. It is unacceptable that I am being asked to pay a $84.00 deductible if it's not on their list of free items to fix a car that is a lemon. Also, this car is only worth $3,000 dollars I was over charged $17,000.00 for a lemon. I demand that this issue be resolved immediately and that I receive the compensation I deserve for this terrible experience.

Thanks in Advance,

Antonia Banks

Claimed loss: $17,000.00

Desired outcome: $20,000.00

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2:48 pm EST
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CarMax Sales staff at Carmax Plano, TX

I ordered a BMW M3 to be delivered to the Plano Carmax store after receiving a loan approval. During my first encounter with the sales department, I was told how when they get a sporty car in, it usually ends up a demo for a few months. Well, you will never guess, the car arrived at the Plano store, I was told it wasn't ready. The next day, not ready. The next day, they told me they never received the title and offered to give back the shipping fee. I contacted the shipper and the Fort Bend Store where it was located; the title was sent with the car, and the guys at the Plano store were lying about not receiving it. I contacted consumer relations at Carmax, and the car magically became available.

I booked a 24-hour test drive, got there, and they only gave me 20 minutes and demanded I bring it back. Once again, I spoke to headquarters, and they gave me a 24-hour test drive. When picking it up, AJ AWAD informs me that the car couldn't be taken; he claimed it was leaking fuel. He poured fuel on the ground then called me back to see it. It is all a ruse. Once again lying, the manager even tells me "it poured all of the fuel on the ground." I go back and look at the car; it's got a full tank, no leak. It takes them two weeks and several hundred miles to fix this alleged leak (I took a photo of the mileage). Now a month has passed.

To get to the point: Upon purchasing the car, I was treated like a thief. They demanded to log into my bank, and if I didn't, they wouldn't sell the car. I brought a check for $13,500. I was called a liar, a thief, insulted, cussed at, and challenged to a fight and extorted by salesman AJ AWAD and the manager. They said my income wasn't valid. I was told that if I had some cash (for their pocket) to put down in addition to the $13,500 check, they would waive my income verification and credit check. If not, I could #^& off! CARMAX, I know this is not policy. You get one opportunity to fix this a lawsuit and criminal charges will ensue if not.

Desired outcome: Sell the car as promised and throw in gap and 125,000 mile warranty free of charge.

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2:09 pm EST
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CarMax - Warranty service - seat covers damaged during repair

In April of this year I purchased a 2014 Ford Focus that I had transferred from the Waukesha store to Kenosha. I inspected the car after it was delivered to Kenosha. The car was in pristine condition and the only flaw I could find was a small section of the piping on the drivers leather seat back where it had about a 2" section where there was an abrasion...

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12:15 pm EDT
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CarMax Chrysler 200 2012

I bought a car Thu, December 15, 2022 from Carmax at Southlake. It is a 2012 Chrysler 200. I have not even had the car for a year and the engine light and battery light are on. I took the car to a car shop and they said the car needs a new alternator and a new engine. They are estimating the cost to be 11,000. This is way more than the car is worth. I still owe 10,500 on the car. I called Carmax and they refuse to help me. Now I am stuck with a car that won't run and a huge bill to repair it, and I just bough the car.

Desired outcome: Put a new alternator and engine, or trade the car out for equal value.

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6:44 pm EDT
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CarMax Customer Service is Horrible

My Fiancé scheduled an appointment to pick up her car that came in from Charlottesville VA great car-in excellent shape. Her appointment was at 4:30pm she finally got waited on at 6:30pm. Then there’s always the corporate kiss a77 that says we'll be right with you!

Why not have somebody at the actual

site that handles all the indirect problems to

make things smooth? Makes sense huh?

Then these dealerships wonder why people hate coming to there.

Great cars is one thing but their customer service is HORRIBLE.

I do not recommend this location for service as their EXPRESS CHECKOUT is just a saying to get you in the door. Again I love their cars but hate the service it’s ridiculous how they play with peoples time.

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9:03 am EDT
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CarMax Damage vehicle / lemon vehicle

I purchased a vehicle in march and 1 month after I started having brake problems come to find out it was an oil leak. I need somone to contact me immediately. I’ve left messages and messages i’ve been told that the wait for my vehicle to be seen was months out. How is it possible to have your vehicle services in the condition.! Spoke to the manager and explained the problem and she guided me to take my vehicle to the bmw since I had my brakes done there when it wasn’t my broke. It is a motor problem! I need assistnace immediately! Monica caballero [protected] horrble horrible customer service at the gulf frwy location

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Update by Monica Caballero

I need someone to contact me back as soon as possible!

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10:07 pm EDT
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CarMax Sales agreement

Purchased a vehicle at the Bonney Rd. location and was given a "guaranteed" trade amount of $16,000. however, upon arrival, three days later, they offered $15,000. When asked why the $1000. drop in value 3 days later, they advised "the market".

Proceeded to purchase my selected vehicle and was told they'll pay the balance on my trade $1600. and advised me to continue to make my scheduled payments until the loan payoff was complete.

They mailed a check to my lender however, shorted the payoff by $600. and when I asked about my payment reimbursement, I was told they'd overnight the payment to me.

That was a week ago. I was promised a tracking number however, they wouldnt/couldn't provide. Thieves.

Desired outcome: I'd like reimbursement of $371.45

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5:20 pm EDT
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CarMax Certified Pre-Owned Warranty, Kia's engine recall, Goldmark Auto's Buyer Guide

Regards, 09/10/2023

Vin#5XXGNYA79FG495504

My name is Sarah Cohen [protected]. [protected]@gnail.com My husband's name is Adam Daniel Cohen [protected]),[protected]@aol.com. My husband purchased a 2015 Kia Optima at Goldmark Auto Group in Sarasota Florida on 03/09/2022. We bought the car used with 61,114 miles, third owner. The problem is we can get no one to repair the engine. We have all these warranties and guarantees, but in the past 7 months we have had no one offer to help. They say Kia refuses to work on it. Even though they have two recalls. It has been at the Kia shop for 7 months now. We are making our car payments and insurance payments on a car we can't even drive.

Desired outcome: We would like to know if the Lemon Law Buyback program would be an option for us? Please call or write. Much apreicated.

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Update by Sarah Cohen
Sep 10, 2023 5:26 pm EDT

By the way we have only owned the car for about 7 months when this mechanical breakdown occurred. We put less that 11,000 miles on the car and have proof that it was maintenanced.

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8:18 pm EDT

CarMax Unauthorized use of personal information

Unauthorized use of personal information illegal transfers How the bureau work to remove unfair practices by People's clerk Outdated misleading legal CarMax scores Cross examinations medical health scores primary self-care database Full pictures images MRI Louisiana State accuracy reporting

Chase online computer clitches CFPB Flex freedom Cards B

Desired outcome: Identities Restoration simplify reporting options elite credit scores matching LAwallets digital Drivers license and vehicl

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12:44 pm EDT
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CarMax - After carmax replaced missing bumper sensor, carmax lied to me no evidence of wreck!

I am within my 90 Day Warranty on the 2021 Toyota Avalon Limited I purchased from Carmax (it expires 09/15/23). When I purchased the car one of the sensors was missing from the bumper which Carmax said probably just fell inside the bumper and they replaced it. Also on the day of purchase and again when I took the car to Carmax Service I pointed out that the...

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CarMax - Carmax warranty

I bought a car from CarMax and it has to go to the shop within the first week for repairs. When it came out I drove it for two weeks and it had issues with the braking system making it unsafe. Also, the passenger seat wasn't able to be sat up. I sent it back and they held it for another two weeks stating the issue with the seat would not be able to be...

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8:25 am EDT
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CarMax Car buying experience

As a car buyer, I made the decision to finance my vehicle with Carmax, believing that I would receive quality service and support. However, my experience with Carmax has been nothing short of disappointing and frustrating. Just a few months after purchasing my vehicle, I encountered a major issue with my engine. Despite having a CarMax warranty, the company failed to fix the problem and left me without my car for five long months. To make matters worse, I was forced to pay a labor fee of $2,345, which has been a significant financial burden for me. I have tried to work with Carmax to resolve this issue, but they have shown little interest in helping me. As a customer, I feel let down and unsupported by a company that I trusted to provide me with a reliable vehicle and quality service. I believe that Carmax should take responsibility for their mistake and cover the cost of my engine repair. As a loyal customer, I deserve to be treated with respect and fairness. Unfortunately, my experience with Carmax has left me feeling frustrated and disappointed, and I cannot recommend this company to anyone looking to purchase a vehicle. In conclusion, I urge anyone considering financing their vehicle with Carmax to think twice before making a decision. My experience has shown me that this company does not prioritize their customers' needs and is unwilling to take responsibility for their mistakes.

When I pay the labor fee I will never go back to Carmax ever again.

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2:38 pm EDT
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CarMax - Vehicle not repaired properly before purchase

My name is Carol Braxton, In January of 2021, I purchased a 2018 Jeep Compass Sport, via the online process, from CarMax. At the time of purchase, it was disclosed the vehicle had one previously reported accident, but it had been inspected and met the expectations of CarMax for resale. About 9 months ago, I noticed the left front panel around the wheel...

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CarMax - Vehicle purchase with unresolved issues…from time of purchase!!

Good evening Bill Nash, I am reaching out to you because I am in need of assistance. I am reaching out as as a patron of the Carmax establishment. My family has purchased 3 vehicles in the last 2 years and was very satisfied until my April 2023 purchase. I have reached out for assistance since 8/12/2023 and have not received adequate assistance thus far...

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11:26 pm EDT
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CarMax - Vehicle purchase

Good evening Bill Nash , I am reaching out to you because I am in need of assistance.I am reaching out as as a patron of the Carmax establishment. My family has purchased 3 vehicles in the last 2 years and was very satisfied until my April 2023 purchase.I have reached out for assistance since 8/12/2023 and have not received adequate assistance thu...

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CarMax In-depth Review

Overall Rating: CarMax is a highly reputable and trusted car dealership that offers a seamless and convenient car buying experience.

Website Design and User Experience: CarMax's website is user-friendly and well-designed, making it easy for users to navigate and find the information they need. The search filters and sorting options help users quickly find the desired car.

Inventory Selection: CarMax has an extensive inventory selection, offering a wide range of vehicles from various makes and models. Whether you're looking for a sedan, SUV, or truck, CarMax has you covered.

Pricing and Value: CarMax provides transparent pricing, with no-haggle prices that are competitive in the market. The value for money is excellent, as all vehicles undergo a thorough inspection and come with a detailed vehicle history report.

Customer Service: CarMax is known for its exceptional customer service. The staff is knowledgeable, friendly, and always ready to assist customers throughout the car buying process.

Buying Process: The buying process at CarMax is straightforward and hassle-free. From browsing the inventory to test driving and financing, CarMax ensures a seamless experience for its customers.

Financing Options: CarMax offers a variety of financing options to suit different budgets and credit situations. Their finance team works with multiple lenders to find the best rates and terms for customers.

Vehicle History and Condition: CarMax provides detailed vehicle history reports for all their cars, including information about previous owners, accidents, and service records. Additionally, each vehicle undergoes a rigorous inspection to ensure its quality and condition.

Warranty and Protection Plans: CarMax offers comprehensive warranty and protection plans for added peace of mind. Customers can choose from various coverage options to protect their investment.

Trade-In Process: CarMax makes the trade-in process simple and convenient. They offer competitive trade-in values and handle all the paperwork, making it easy for customers to upgrade their vehicles.

Return Policy: CarMax has a generous return policy, allowing customers to return the purchased vehicle within a specified timeframe if they are not satisfied. This ensures customer satisfaction and confidence in their purchase.

Additional Services: CarMax offers additional services such as extended service plans, GAP coverage, and accessories to enhance the ownership experience.

Reputation and Trustworthiness: CarMax has built a strong reputation for its honesty, transparency, and trustworthiness. They have been in the industry for years and have a loyal customer base.

Online Reviews and Ratings: CarMax has received positive online reviews and ratings from satisfied customers. Their high ratings reflect the quality of their vehicles and services.

Physical Locations and Facilities: CarMax has numerous physical locations across the country, providing customers with the convenience of visiting a nearby dealership. Their facilities are well-maintained and offer a comfortable environment for customers.

Accessibility and Convenience: CarMax prioritizes accessibility and convenience for its customers. Their website is mobile-friendly, and they offer online purchasing options, home delivery, and vehicle transfers between locations.

Transparency and Disclosure: CarMax is known for its transparency and disclosure. They provide detailed information about each vehicle's history, condition, and pricing, ensuring customers have all the necessary information to make an informed decision.

Sustainability and Environmental Initiatives: CarMax is committed to sustainability and environmental initiatives. They promote fuel-efficient vehicles and have implemented eco-friendly practices in their operations.

Community Involvement: CarMax actively participates in community involvement initiatives, supporting local charities and organizations. They contribute to the betterment of the communities they serve.

Comparison with Competitors: CarMax stands out from its competitors due to its extensive inventory selection, transparent pricing, exceptional customer service, and hassle-free buying process.

Pros and Cons: CarMax's pros include a wide selection of vehicles, transparent pricing, excellent customer service, and a hassle-free buying process. However, cons may include limited negotiation options and potentially higher prices compared to private sellers.

Recommendations and Conclusion: CarMax is highly recommended for anyone looking to buy a used car. With their extensive inventory, transparent pricing, exceptional customer service, and hassle-free buying process, CarMax ensures a positive car buying experience. Whether you're a first-time buyer or an experienced car enthusiast, CarMax is a reliable choice.

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CarMax contacts

Phone numbers

+1 (800) 519-1511 +1 (800) 925-3612 More phone numbers

Website

www.carmax.com

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