CarMax
reviews and complaints

Hello all would be used car buyers. I wanted to pass on a FYI for you about Carmax. You see I used to work for this company as a manager, so I know how they go about reconditioning their cars. First their "quality 150" point check is a joke. How can you check all of the major systems on a car from bumper to bumper in a mater of minutes. They use teams of mechanics who rely on each other doing the job before them properly. Its what we use to call a production line system. That would be fine if there were any type of supervision on these teams, but there is not. There was a running joke at the store that the night production team was too involved in racing the golf carts or playing football in the shop that all the cars produced at night were our "crap cars". Who cares those cars our associates would not buy...so what. Well here we have it now Carmax is going to a new production system. Now Carmax is going to be "reconditioning" your used quality vehicle that was suppose to have a "150 point" check in a matter minutes 15 minutes to be exact. Wow now thats a car that I want my family in on the road. Hey how about this...they buy junk cars at auctions and repair them to their "standards". Look at their show room floor that "never sell" car that was repaired is a typical car that we reconditioned at the store. Do you know how many cars have some type of damage that was painted, repaired, etc. Thats why we had a body shop on site...go figure. So do yourself a favor and stay away from these scam artists...yes I do not work for them any longer. Its not the way to treat customers.

My husband has been with CarMax for 10 years. He was recruited from another dealership, in another words CarMax WANTED him, pursued him for a year, as a matter of fact, sought him out and hired him.

My story starts in 1999 when CarMax told him that he had to fly to Florida for 3 months of training, 3 months turned into 12 whole months. Myself and our 2 young children were left at home alone for an entire year based on promises of a wonderful future with CarMax. Finally, after a year of waiting, they relocated us to the other side of the country, leaving our friends and family behind. A big price to pay, but well worth it for a future with this brand new, great company, that seemed to be on the rise. We had to relocate, at CarMax's request, 2 more times before we finally settled down in one place. We have been in our current location for 7 years now. Our children attend High school now and are finally happy because they have friends and a stable home. The constant moving and leaving their family and friends behind was very difficult for them.

Our trouble first started early 2009. My husband had a problem employee that learned that all he had to do is call the "Cool" line and he could get his managers in trouble whether they deserved it or not. Another words, great tool for associates if used properly. Great tool for unscrupulous associates that want to get their managers in trouble, because they CAN. It seems as though CarMax's approach is Guilty until proven innocent. This associated caused a lot of trouble. Long story short my husband's name was now on the radar. Because his name was now on the radar, He was given a Corrective action, for crap that was later proven to be false by their own HR investigation team and one other issue that was thin at best. Was he given an apology?...NO. Was the corrective removed?...NO. He was told NOT to worry that CarMax had confidence in him and was certain that he could overcome these "issues". For the next several months he received nothing but positive feedback from his immediate boss (GM) and his regional team. Several weeks ago one of his coworkers asked for his help on resolving an issue, my husband misunderstood exactly what this coworker wanted initially, but took immediate action to resolve the issue. Through communication with this coworker, he was able to ascertain exactly what he wanted and moved swiftly to resolve the issue. In the meantime his GM caught wind of this "misunderstanding" and twisted it into an entirely different story. He relayed this "story" he had created to the regional team who now stated that my husband is an ineffective manager and is not on the same page as CarMax. Long story short they fired him. They gave no reason as to exactly why (because there isn't one) There was no severance package, no letter of separation, no NOTHING, just three form letters saying goodbye. TEN YEARS of dedication, TEN YEARS of 60-70 hr work weeks and they threw him out on his ear. My husband, my children and I are now in danger of losing everything for NOTHING! He is in danger of losing everything he has worked for and has NO IDEA why. Countless coworkers have called him in support, they too can not understand why CarMax has done this to him. If he was truly not an effective manager, why are all these people calling?

This is how this Fortune 500 company truly treats there employees. Top 100 places to work? Not if you're a manager, especially an OPS manager, Long hours, an insurmountable workload and NO RESPECT. No wonder our Country is in such trouble and unemployment is on the rise. Company's like CarMax use hard working people like my husband to rise to the top and then drop them like a hot potato, why? Because they can. No respect! Thank you CarMax for uprooting my family and devastating my husband, my children and myself. My husband feels like he has let his family down, when in true it is YOU that has let us down and from the sounds of it, many other hard working people.

Hopefully he can find work soon...or we will be out on the street.

Carmax does not allow pre-purchase inspection of their vehicles. Once you pay your money and drive off the lot, do NOT expect quality customer care as a follow up to your purchase. After having purchased a high end luxury vehicle from Carmax and taking it to a luxury brand specialist for a post-purchase inspection, I discovered a few minor issues. I promptly scheduled an appointment with Carmax to address and fix those issues. They would not take in my vehicle until the 5th day after purchase. (You will have 5 calendar days to address mechanical issues and return the vehicle). Instead of replacing rear brake pads and rotors which were deemed to be "very low" by the luxury brand specialist, Carmax simply told me that they were fine in their opinion. Instead of ordering the $185 missing undercarriage panel, Carmax said they wanted me to come in and point out what was missing. How would I know? Instead of addressing the driver side door which would not close properly, Carmax said it seemed to be due to a puffy inner door seal. Bottom line: Carmax will take your money and run with it, leaving you to diagnose and fix any issues with the vehicle yourself. I had even purchased the highest level of extended warranty, which did no good as it did not cover the said repair. The sales manager spoke down to me and argued with me for a half hour about why I was wrong to ask for a little consideration and quality customer service.

I spoke to a service tech, the service manager, the sales manager, a business office associate, an operations manager, 3 customer care rep's in the corporate office, the CEO's secretary. No one would connect me to the local branch's general manager or to the company CEO. Why? Because no one of real power wants to hear of how shoddy their employees treat their "valued" customers. The repair I requested would cost, in their opinion, "a couple hundred dollars".

If Carmax won't absorb a "couple hundred dollars" to satisfy a customer, aggravates a situation by arguing with the customer, does not return phone calls as promised, then they do not deserve a good reputation. The public and the shareholders have a right to know how dismissive and disrespectful the staff is.

CARMAX WORTHY(FALSE FALSE FALSE)I HAVE HAD TO TAKE MY CAR BACK TO CARMAX EVERY MONTH ONCE A MONTH TO CHANGE THE AC COMP. THE MOTOR MOUNTS, THE AXLES, THE SUN ROOF, , JUST SO MANY THINGS HAVE GONE WRONG AND I ALWAYS HAVE TO RENT A CAR WHICH IS ANOTHER 150 DOLLARS ON TOP OF MY 350 DOLLAR CAR PAYMENT, , JUST NOT FAIR

I'm posting on behalf a friend I find this unbelievable . My friend bought a car two weeks ago got approved with a cosigner . Paid a deposit of about $1500 and then after the fact they take it back . Don't even get a cab or provide transportation back home which is sad. Then they make my friend wait a week to get the deposit back(we are still waiting) . Supposedly the lender called the loan . I mean if you're denied a loan you should know immediately not drive off the lot with the car thinking you got it. Its very humiliating that should be illegal just be careful buying from carmax . Don't believe the hype the commercials are lying .. If you insist on buying from them you better have your own financing .Double check those cars make sure they are in the working condition they say as with any dealership.

I purchased my car from Carmax based upon its 125 point inspection only to find out later from the Jaguar repair shop that the vehicle had major issues. Carmax's service department repeatedly told me the car was okay but I insisted something was wrong. My vehicle was at the repair shop for 2 weeks when I decided to take it upon myself to call the repair shop myself. They stated the car had major issues and they didn't want to service it and gave me a list of the issues. Carmax Service stated we are not going to make you a new car. I still believe in the business model carmax has laid out but HONOR is not something I feel they believe in at this point since they are vividly trying to avoid responsibility for the $20k plus repairs that have taken place thus far. Moreover, I have driven the car only 25k miles with continuous problems. What happens once the warranty is up? I still have to pay them for the car and repair bills. Doesn't sound fair to me

I paid to have a car shipped to my local Carmax dealer. After it did not make it onto the transport for the 3rd time and the store manager lying telling me it had already shipped when in fact it had not I decided it was a big mistake on my part and to eat the shipping fee rather than deal with a company that lies and steals from it's customers. I'd think REAL hard if your considering Carmax.

I bought last year (10/07), I've put 18, 000 miles on it. I needed 2 new tires (250.00) the radials were sticking out and the kicker my brakes started to squeak on Sunday so I park the car. I bring it in for new pads on Thursday (I own another car to drive) the guy tells me I need new rotors. What? 18, 000 miles he not telling the truth so I tell him to box up the old ones I want to see them. This guy is right these things are so corroded pieces are falling off into the box. I pay (324.00).

I call CarMax (Greenville sc) I tell them "hey maybe somebody missed something on my inspection but my rotors are shot Chris tells me "to bring it down Monday " I ask him please don't waste my time just to tell me it's wear and tare. Long story short Chris tells me "yeah that would pass CarMax inspection" are you kidding me? They really are used car sales men. I have pictures of these rotors maybe they can use them in their next commercial and see how much business they get. I'm giving corporate a chance to make it better but if not then of to BBB, the news paper the news and tons of blogging with pictures (*this is my third purchase with them 60, 000$$ in the last few years).

I purchased a 2007 Chrysler Sebring in January 2008. I have seen 2 recall notices from Chrysler. When I purchased the vehicle it had a recall notice but yet the dealership told me since I bought it I should take care of it! I took the vehicle to a Dodge/Chrysler Dealership and a CarMax Service Center in regards to my car stalling. I was told there was nothing they could do since it "was like trying to find a needle in a hay stack". They said when it stall, then call them so they can figure it out! Or I can leave the car with them for 3 days until they can "reproduce" the issue. I am a single parent of 2 kids...this is my only vehicle. I cannot use the warranty rental coverage until they find the issue. My vehicle has 36000 miles had is stalling! Last night in Dallas TX, it was 39 degrees and misty, my car stalled with my small children in the car. It turned back on after 10 minutes.

Found a car I wanted at CarMax. Did the research. Applied for financing over the phone to make sure it'd go through before I drove the hour to the suburbs to visit the car. Financing went through, or so the salesman said. Spent three hours at the dealer sealing the deal. Got the car I wanted, traded in my old one, all was great!

Or so I thought. For four days I was singing their praises. And on the fifth day, god created anger, when I received a call from their business office saying my loan had been denied & I had to find new financing or return the car within 24 hours. Excuse me? Who gives out keys to a vehicle without an assured loan? Couldn't they have asked me to fax in paperwork & then call when things were final?

Basically, they MISLED me to think my loan had been approved & for five days, I drove around in my dream car thinking everything was fine. Then they tell me it's NOT fine? I was driving around with an unassured loan? I had ZERO idea it was not final.

I am DEVASTATED. Husband & I are having to apply for financing elsewhere, then drive back to suburbs (an hour's drive; & gas right now is $4/gallon) to fix this problem? Ridiculous. I hate this company.

I purchased a car from CarMax at the beginning of the year. Mind you this is the 2nd car I have purchased from CarMax and the 3rd car purchased from CarMax by my family. I had problems from the get-go with a 3rd party vendor they used to install my car alarm. The company did NOT complete the install and when I asked CarMax to confront them they made me do it.

Fair Enough... I complained and they promised to fix it. They did not. After 3 attempts at 'repair and proper install' the device decided not to work at all one day when I was leaving work. I downloaded the 'Service Install' manual for the alarm from the manufacturer's website and took my car back to CarMax a 4th time. I showed the 3rd party installer the install manual and pointed out everything he had not done (including installing safety mechanism for the remote start system) that was in the install instructions and ask him why. He told me that the manual was old and that those items I pointed out did not need to be done anymore.

I then informed him and CarMax that I had downloaded the manual from the manufacturer's website the day before and that the manufacturer had assured me that it was the current and most up to date 'Service Install' manual. After several other instances of issues for the same problem that had been 'fixed' according to both CarMax and the 3rd Party Vendor. I had them remove the item and refund my money.

Now my current issue with the same vehicle - About a month ago there was a very bad wind storm in our area (about 5 months after I initially purchased the vehicle). My car had some minor paint damage and I took it to a body shop to have it repainted under my insurance policy. Today I picked up the vehicle from the body shop. However, before they would let me leave that requested that the body shop owner come speak with me.

A few minutes later the owner came out and asked me if I was aware of the damage. A bit confused I asked what damage. He then informed me of the body damage they had found in 3 places that had been slyly covered up. The rear bumper had been completely repainted due to a rear end collision but with an incorrect color (it's close but he showed me the difference and I can see it completely now). The passenger rear door had a filler job from wreck damage that had also been repainted. He told me that they never would have found it if they had not had needed to remove paint to repair the wind storm scratches. And third the driver side front quarter panel had been damaged down low and had been repainted with a lot of touch up paint. He said that the vehicle had been wrecked and repaired possibly multiple times (although I would think it more likely that it was all one event).

I asked CarMax the first time I purchased a car about the wreck check. The said 'oh it's a very detailed check and no cars that have been wrecked would pass it'. Concidently I asked AGAIN the next car I purchased because some time had passed and I like to be sure of myself. I got the same story. So this means then that CarMax LIED to me and the proceeded to sell me a vehicle that was wrecked moments after I had asked about the 'wrecked car' policy. I'm now going to have to fight with them again about my supposedly never wrecked car they sold me just like I did the multiple times about my car alarm system. I don't know what I expect them to do but that is the last car my family or friends will ever buy from CarMax. My brother had just been to CarMax looking to buy another car from them. Thank goodness I found this out before he purchased. They lost a 2 time customer and 3 time (and quite nearly 4 time) family of customers through poor service, false policies, and outright lies.

Helped my daughter by her 1st car in Feb., 2008 from carmax. We bought a 2001 Saturn, a very nice clean car and red like my daughter wanted. Thinking that with Carmax and their 125 point inspection, we were getting a car that was dependable and trust worthy.

Boy were we soon to find out that was a big joke. Had car for a few months and started having minor problems. Cigarette lighter dead, water leak and transmission starting to slip and engine smoking and using oil badly. Took car into shop at carmax on the southwest freeway here in houston. It took over a month to get the car repaired half a$$ed.

They replaced only half the parts needed for a major overhaul, Like replaced the exhaust valve stem seals but not the intake seals. Replaced only the piston rings, but no where does the repair list show any gaskets, main seals, cam bearings, etc... With me being a former mechanic, when you have that much damage you rebuild motor or replace with a rebuilt motor. They replaced waterpump not once but twice, cause 1st one was wrong they said. Then the transmission was rebuilt with only a few parts replaced, not a full rebuild as needed. When trannie slips its a complete overhaul.

Had car back one week, and back to shop again, Smoking again, loosing water and trannie acting up again. Again car is in shop for about a month. And this time they say its only a sensor or 2 is the problem.

We get car back again, this time full tank of gas gone, brakes making noise. Which I replaced front and rear brake pads and rear wheel cylinders and rotors. Test drive car and low and behold its smoking again, blue smoke and water leaking again.

Back to shop at carmax again, Still haven't fixed problem, and I get told take it to Saturn Dealer and we will reimburse you the 75 dollar for the warranty. I haven't even got their stupid warranty company still to reimburse me for the rental car I got the first time around.

Car now smokes, gas mileage has gone from upper 20's to low 30's to maybe low 10's. Water still leaks and a car that is not dependable for my daughter to drive and not worth making car payments on. All carmax says basically oh well, we can buy back but be less than you owe and still have to pay off balance.

Carmax is a rip off in my book!

I purchased a car from Carmax about two months ago. I have since had my car not start 8 times. I have had to have the trunk latch system completely replaced. The canister purge solenoid in the engine replaced. Have breaks that squeal almost all the time and all of this started about a week after I purchased the car. Just after their five day bring it back in offer was expired.

I have taken my car back to their service department repeatedly. First repair was the canister purge solenoid, wich felt like they just fixed it to shut me up but did not repair any problems. Second repair was the trunk latch witch by the day after the repair stopped working again and to this day only works off and on. I haven been there repeatedly for them to repair the starting issue and each time I am told we they dont know whats happening and can not do anything.

Shortly after all this began I contacted the car max and told them about the lemon they had sold me, and was told by their manager to bring it in and let them see it but all they could do was offer me an appraisel on the car I just purchased from them and then have me pay off the some odd thousand dollars off difference between their appraisel and what I still owed on the car plus be left with nothing at all. I bought this car for a safer more relaiable, more gas efficent car for me and my 9 month old daughter. I HAVE YET TO AQUIRE ANY OF THIS FROM THIS VEHICLE. Getting stuck in a parking lot with a car that wont start and an infant who needs to get out of the heat is not acceptable.

I am extremely distraught right now. My husband and I bought our vehicles from Carmax 3 years ago and were told all about the company's wonderful ethics, dedication to customers, etc. and that Carmax will buy your car (that you bought from Carmax) back for a great price.

We are moving to England and have to sell our car. Trusting that Carmax would give us a fair deal, we go to them. First, my husband's car, a 2002 Ford Taurus in excellent condition. The Kelly Blue Book value is between $5000 and $7000. They offer him $5000. He is disappointed, but it was just a little under the KBB value for his particular car, so he took the offer. It really hurt because he still owed $5349 on the car, so had to pay them when selling them his car. We were consoled by the fact that my car would make some money.

My car is a 2002 black Ford Escort ZX2 premium in great condition, with 29K miles, and all the options (automatic, sunroof, automatic, leather seats, ABS, etc.). The Kelly Blue Book value is between $[protected] and my husband predicts we'll get $6200. They 'appraise' the car and tell us what a great car it is, how it's the perfect car for Carmax to buy, particularly with the low mileage, and then offer $4000! My mouth gaped open and I explained how we were expecting a lot more since the car was worth more. An 'appraiser' was brought in and eventually concurred with me that we would get 'at least $6000' for the car 'on the streets, ' but that Carmax's first offer is final and that they do not negotiate. I owe $4700 on the car.

So, we were expecting to make a few thousand dollars and ended up being screwed out of a thousand. I literally spent the day bawling because I don't want to get rid of my car and feel so incredibly helpless and taken advantage of. They know we are moving overseas tomorrow and that we don't have another choice.

As an addition, we both bought the extended warranties on the cars, but when my husband brought his car in with a simple problem, they refused to fix it and only tried to temporarily stop the problem from happening. I caution everybody to stay away from Carmax and feel stupid for having listened to their story about being fair, honest, and reasonable. Admitting the car is worth at least $6000 and then offering $4000 is a slap in the face.

I will NEVER go to Carmax again and will caution all my friends, family, acquaintances, and coworkers about their unethical predatory business practices.