CarMax
Reviews and Complaints

My 80 year old father and I were kicked out and harassed because my elderly father had his nose out of his mask. When he said he could not breathe, we were rudely told to leave.

My husband and our 2 children, who are currently college students, walked the lot this evening. We found a BMW 440i ( convertible) that I loved! We were prepared to walk away with a car this evening. To our dismay, no one greeted us upon entering the showroom, Nor did anyone EVER come out to help us. We waited, walked, Waugh more, sat in the car, waited more, then simply gave up. When we walked back through the showroom, once again no one asked if they could help us or even thanked us for stopping in. So much for scar Max, EXTREMELY POOR CUSTOMER SERVICE/RELATIONS! Rest assured, we will be sharing our terrible experience online as well as with our many friends, coworkers, and family members. Rating: -5 out of 10

My name is Eric Horne, phone # [protected], address is - 7601 north 9th avenue apartment #163 Pensacola, Fl 32514. I bought my 2014 Nissan Pathfinder in August of 2018 and have been having transmission problems. I purchased Max care when I bought the car, the technician John said he would not work on it, and told me I would have to take to dealer, which means they lied to me about maxcare because they told me if ever my car needs to go to dealer they would send it. If I take it I have to pay $100 deductable which I shouldn't have to do. I also asked for an oil change and he couldn't even do it said he didn't have oil filters. A service center that can't even do a oil change has some issues with people not wanting to work. I went in on 02/27/19 of this week trying to take care of my problems. If they will not work on vehicles with maxcare at this location they need to disclose this before customers buy vehicles with maxcare from them. I truely believe this service center needs new personal that are willing to work. This is the 3rd car I have purchased from carmax and I have never seen a service center run this way for Carmax. Their store number is (850) 898 - 8351, and the person I am complaining about is technician John.

Ten days after I bought car check engine light on.
They twisted, huhot might to go out. Claimed that a hose from the intake was disconnected.

Drove the car about 50 miles. Light back on.
Back to carmax.
If it comes back on too quickly after this repair, I have notified my credit union in getting out if it, coming consumer complaints with atty general, e.t.c.

On 6/8/2018 I purchased a vehicle from CARMAX in Palmdale ca 2&1/2 weeks later it had to go back to the shop they tried to get me to pay $1736.00 and it was under warranty it broke down again it had 4 flats in less than a month I had to buy all the parts myself and they didn't even put them on 9/5/2018 I was on highway tire blew the car was totaled no help from CARMAX called company in VA. The just lied no help from anyone there said that WILLIAM NASH CEO would not talk to me or help the company is full of LIES NOBODY should TRUST them

Twice failed! We found a car we wanted on Carmax's website. We had the loan pre-approved. First time, we put the car on hold via the website and later that night requested it transferred to the Bristol office. Next morning, no phone call. We finally call them...no record of the hold order, no record of the transfer request, we even pulled up the emails showing us confirmation. Nothing but apathy and disinterest in helping us from the carmax people in Bristol. Second time (different car a few weeks later), no call next day (again). Apathetic receptionist at the Bristol office. Car is 4 hours away, but will take 14 days to get here?!?! Two sales lost due to crap service and crap policies. Don't waste your time on these people. Great business model, horrible policies and zero followup. I'm guessing the salespeople aren't paid on commission. As much as I'd like to support that, in this case, you can really tell they don't give a crap about making a sale. Any other salesman would bend over backwards (or they should at least). Screw me once...well this was twice. Never again.

Service Area arrived 0650 am told I may be able to have my vehicle service w/o appointment. I can't get loaner or authorized rental vehicle. Inspite, having vehicle less than a month;, check engine light came on 8/8/18, vehicle jerking to right. Service Department at Norcross offered me NO Service. Auto Zone provided better service 8/8/18 with a diagnosis. Purchased 2014 Kia Sorento 7/1/2018 $27, 000. Dealer #[protected]

Hydraulic clutch defective at purchase. Subsequent repair lasted 5 months, 4500 miles, under warranty period. Tow to Kearney Mesa, San Diego location restored pressure in clutch. After test drive and glance at car under carriage, technicians declared sound. Clearly a loss of pressure indicates looming issues, but repair department is refusing further tests. All requests for a copy of repair invoice and warranty are ignored. My attorney is now seeking copies. Email to [protected]@gmail.com

Before you buy a car from carmax read this, I bought a car from carmax in houston of the s.w. fwy on hillcroft, everything seemed fine at first. Than the problems began, the front end shakes, the brakes are no good, the biggest lemonade stand in houston is carmax, I took my car back 3 or 4 times, they never addressed my problem they kept fixing something else that I didn't ask for, after the manager named javier said he wasn't going to loan me another car because I was coming in to many times, I replied that if he fixed my car right I wouldn't be coming back. I need a good car to drive my elderly mother around she is very ill and I have to take her to the doctors and dialysis, with my part time job I can't afford to be going back and forth to carmax, I bought a car from carmax because I thought they were legit and I wouldn't have any problems wrong, i'm almost finished paying off this piece a crap that i'm stuck with, when it's all paid off I will end up with a 25, 000 dollar car that isn't worth it, just the other day I rear ended a truck because my brakes don't work they don't stop you they slow you down, thank goodness my mother wasn't with me, I finally gave up washing and cleaning my car who wants to keep cleaning a piece of crap, now I can't afford to buy another car this one drained me. I part time job at night so I take care of my mother in the day. Not feeling good about it, thanks carmax, to tell you the truth every time I get in that car, I don't feel like driving it especially with my mother in my car, every time I stop the whole front end shakes, not a nice car for the money and for carmax, I don't even go out in my what a shame I only drive to work for me and to the doctors for my mother

I purchased a 2013 QX56 Infinity(so I was told) and it was a 2011. Secondly I was told by the salesman the interest rate and everything I needed to know I was there all day long with my kids and in-laws, when it was time to finalize everything they just did a point and sign and didn't go over anything, so we were obviously under the impression that what the salesman told us is what it was on the paperwork. We have been paying for the car for 1yr. now and it's been crazy the things we found out. The interest rate is outrageous, they doubled the amount of the car, and out of 12 payments only a tiny % went towards the total, I want to pay the whole amount off now and they won't even negotiate anything with me. I don't recommend anyone to get a car from them ever. They are scam artists only tell you what you want to hear and make all these promises and always blaming someone else for their actions. If you can help it DO NOT GO TO CARMAX EVERRRRRR trust me you'll be better off.

On March 29, 2018 after weeks of searching for a vehicle, my son, Robert Facundus found a 2012 Jeep Wrangler at Carmax in Buena Park. He called Carmax and advised them of his interest to purchase the vehicle, but told them he would be financing the vehicle through his credit union, County Schools Federal Credit Union located at 4591 Market Street, Ventura. On April 2, 2018 I, Barbara Facundus, his mother, and Robert Facundus proceeded to the credit union for a loan to purchase the vehicle. To get the lower interest rate, I agreed to co sign for him. Although the total purchase price was $27, 994.18, the credit union would only loan him the amount it was listed for in the blue book. So in addition to the check from the credit union, a personal check was given as a down payment for the amount of $2, 447.00. Carmax was called in advance and advised that we were leaving Oxnard and would be arriving in approximately 3 hours. When we arrived, the car was not ready. When it was brought out, the first thing noticed by my son, myself, and his girlfriend were the tires. Kailey Barnes assured us that there would be no problem replacing the tires in Oxnard, and was more anxious to get the checks in her hand, and for my son to drive the vehicle off the lot. I became upset and decided that I was not going to wait ay longer and left. I told my son that any paperwork I needed to sign could be sent to the Oxnard branch and I would go there to sign them. My son and his girlfriend waited 4 hours before the car was ready to go. He and his girlfriend stated that at least a half dozen Carmax Representatives stopped to congratulate him on his purchase, and each time he brought up the concern about the tires, and every time he was told not to worry about it, that Oxnard would take care of it. I received a call from Carmax on April 4, advising me that there was paperwork that I needed to sign in the business office in Oxnard. On April 9, I went in to sign the paperwork, but before I did I again raised the concern about the tires. I was assured by the Carmax Representative that all my son had to do was bring the car into the service department and they would take care of it. That same day, he took the vehicle in as requested and was told that the tires measured at 4.3 and their policy states that they would only replace the tires if they were 4 or less. Now mind you, this is the first time we had heard this.Since April 9, I have had a half dozen calls with Manager, Mr. Barnes at the Buena Park location. He asked me questions like, why was there no repair order written on it, or why it was not taken to the service department that day because that is their protocol. I told him that it was obvious someone dropped the ball if their protocol was not followed, but that was not our fault. He then asked for names of people who we spoke to. All we could do ws provide hi with the name of the woman, Kailey Barnes who sold us the vehicle. Had we known we were going to run into the issue of them not keeping their word, we would have gotten the names of everyone who assured us that "Oxnard will take care of it". On April 1, Mr. Barnes called me and advised me that he would not replace the tires, but was willing to sell us tires at their cost, and balance and mount them for free. I was outraged because not only was I assured the tires would be replaced, so was my son, and his girlfriend who was with him heard it too. Nothing was ever mentioned about their policy of measuring the tires, only after they had received the checks, casjed them, and the car was taken to the Oxnard Service Department. In other words, just because he could not find a Carmax Rep that is willing to admit that they made the statement to us, or they dropped the ball and did not follow protocol, we were the liars. Since April 11, I have left more than a dozen calls on Mr. Barnes voicemail asking for the price of the tires he promised to sell to me at their cost, and am yet to receive a return call, so yet another promise made and they are not following through with. Also, by the time my son left to return to Oxnard it was dark outside. When he got home, he noticed that his left brake light was out. He drove 3 hours on the freeway without one, placing him in a sadety risk. I refuse to allow them to think that if they ignore me, I will go away. If the Manager, Mr. Barnes does not have the courtesy to even return my call, what example is he setting for other Reps. They said what they had to say just to sell the car. Please help me resolve this issue.

Be very careful when signing paperwork with carmax. We traded in a 2013 Chevrolet Spark with 35k miles on it for a 2014 GMC Terrain with 20k miles on it. We weren't happy with the Terrain and contacted Carmax 2 days after the purchase. It was a Saturday. The manager told me not to worry just to come in Monday and we could give it back and get our trade back. On Monday they had "mysteriously" sent a check to pay off the spark so we would've had to give them the money they paid on the Spark back and give them the Terrain! Made no sense to me. Needless to say Carmax lost a great customer. That would've been the 4th car we bought from them. Also get your financing from a local bank. Carmax gave us 9.9% on the Terrain when we went to our local GMC dealer we got 3.9%. Watch what you sign.

Hello, I purchased a 2009 Chevy Tahoe from Carmax in May 2017. My truck was then totaled in Dec.20, 2017. I only had it for 7 months. My insurance paid $20189.96. I informed Carmax finance the day of the accident and told them that the truck was in an accident and I think its a total loss. The insurance adjuster confirmed on Dec.22, 2017 it was a loss. After about three weeks a check was sent to Carmax. They received the money and still say I owe a principal balance of $1357.04. I feel I do not owe that I have paid every car payment except for December 2017. The total payments I made is $2758.80 and they are not considering early pay off which that would be exactly what it is. In total, my loan was $22, 249.86 after you add the check from my insurance and what I have already paid it comes to 22, 948.76. They already made a profit of $698.90. You have your money and its paid so please remove me the late payment phone calls and take this loan off my credit. I have received several phone calls and I tell them every time the truck is gone it's totaled.

I purchased the 2006 cadillac cts from car max on jefferson avenue, new port news virginia in dec. 2013. The cadillac had 116, 000 miles. Within in 4 years and mileage of 154, 000 I have paid over $14, 000 in repairs.

The following issues: new battery within 3 months, ecm repair within 8 months of purchase, new water pump, new alternator, new starter, new radiator, new tires, new transmission, new brake pads, caliper and rotors on all four tires, new struts, wheel bearings on the front of the car, traction control repair, and finally last week, the engine lost all compression and the entire engine needs replacement.

I have faithfully chained the oil and filter every three thousand miles, rotated the tire, alignments, etc.

When I purchased the car, I did not take out the extended warranty, since it would expire at 150, 000 miles. The car at the time of purchase had 115, 000 miles and I thought what could go wrong with a cadillac, on which I was promised had a 142 point inspection, over the next 35, 000 miles. Boy, was I wrong. I was deliberately sold a defective car.

We purchased a car in September and the car had to be returned for repairs within 3 weeks. On today, the car needed a jump. This is a so called certified car from Carmax. I don't think within a month of purchase I should begin to replace a battery. If the battery was old, Carmax should have notified us so that as a consumer, we could decide if we wanted that additional cost so soon.