Menu
CarMax Customer Service Phone, Email, Contacts

CarMax
reviews & complaints

www.carmax.com
www.carmax.com

Learn how the rating is calculated

1.9 363 Reviews

CarMax Complaints Summary

66 Resolved
275 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.
Verified
The authenticity of the customer service contact information for CarMax has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of CarMax. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

CarMax reviews & complaints 363

Filter reviews by rating
5
12 reviews
4
1 review
3
2 reviews
2
6 reviews
1
1 review
Sort by:

Newest CarMax reviews & complaints

ComplaintsBoard
V
6:18 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax fraud and cheating

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.

Read full review of CarMax and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
W
W
what123
Omaha, US
Oct 02, 2009 11:14 pm EDT

The fact is, you sold your car to Carmax because it was your only option. I mean, I guess you could have takin it down to the KBB office and have them buy it. Or just take it to another dealership and have them buy it from you. Look, you had to get rid of two cars very quickly and Carmax was able to make that happen without a huge loss on your behalf. You lost some money, but think about this. What if the transmission or engine goes bad in your car before you got rid of it. That would be worth bawling over. What if you sold the car for $6000 to your neighbor and the day before you move away, he is knocking on your door wanting his money back b/c the A/C quit working. You basically sold 2 cars in 1 hours time and now have the peice of mind that you will never have to worry about those cars ever again. What if Carmax didnt exist. What path would your life have taken then? Convenience and piece of mind is worth a little bit sometimes.

J
J
Johan
Lemoore, US
Feb 16, 2009 11:37 am EST

If Kelly Blue Book said your cars were worth more then why didn't you sell them to Kelley?

L
L
Lisa Johnson
,
Nov 18, 2008 11:35 am EST

Thank you for telling me that. There is a CarMax in Hays and I saw some nice cars but after what I read about the company, I will not buy a car from CarMax.

ComplaintsBoard
A
10:54 am EDT

CarMax service / parts suppliers

I bought a 2004 Honda CR-V in October of 2007. Until August of this year, everything was fine. Then, the A/C stopped putting out cold air. Since I was under extended Carmax warranty, I went to Carmax-authorized repair facility. While looking at initial problem, they discovered rear tires were both down to last layer of tread and front ball joint spindle was getting ready to go. First of all, there's no way those three things should have worn out in 10 months, and there's no way any of them should have been missed during Carmax's inspection process. This is where the fun began. Apparently, Carmax had, a few years ago, switched from decent parts suppliers to lowest-common-denominator ones, and the only supplier for their Honda parts was in San Diego, CA (3, 000 miles away from me!). My repair shop called to order the parts--when they finally came in, the ball joint spindle came without bearings in it (which is stupid, since it doesn't WORK without them). The bearings then had to be ordered, and the supplier told my repair people to go screw themselves (in much worse language, which I won't repeat here), and that they didn't need anything from them, and knew what was needed. They then sent the bearings to the wrong address, and when the repair people finally got them, they were the wrong size and type. They re-ordered AGAIN, and it wasn't until 4 1/2 weeks later that I finally got my car completely fixed and back in my hands. All during this process, I called Carmax multiple times and was told everything was covered in full (including rental), and not to worry about it. Then, my repair people would call THE SAME DAY and get the complete opposite story. It finally took a dozen-and-a-half calls between me and the repair shop to get straight answers, finally culminating in a heated call that I made from the repair place (with the manager sitting next to me) to give these people a piece of my mind and get things settled. As of Sept. 8th (after starting Aug. 6th), I thought I was done, and everything that needed to be covered was done. However, I just got a call from the repair place today (Oct. 3) telling me that they show me as having an outstanding balance of $125 for rentals that I was told by Carmax was paid in full on Sept. 8. Carmax used to be a quality facility with great used cars (my dad boght 2 vehicles from them, and never had problems), but ever since they switched suppliers and cut back on staff, they have become the biggest hassle, which no customer should have to endure.

Read full review of CarMax and 1 comment
Hide full review
1 comment
Add a comment
A
A
Ann McClain
Raleigh, US
Sep 18, 2013 3:58 pm EDT

I have 'purchased' a 2010 Chev. Impala...initally, at the first oil change-it was found that my 'rack & pinion steering on driver-side was leaking and needed to be replaced. I had the MAXCARE extended warranty and stillh had to pay for rental car$50 deposit; plus $ 50 dedutible plus cost of oil change. And on top of this the tech 'found' a suspicious oil leak around a gasket...since the car is still under 100K warranty; I was sent to Chev. dealeship to have this checked out. They did compression chekc --found nothing. Here we go again 2 days ago begin to hear this clicking sound in the dashboard area-behind the glove compartment. Did some on-line research to find that this is one of 3 'actuators'..that have to do with air-recirculation. Since this continued to run after my car was off...it draned my battery power. Therefore, I had to call for roadside assistance and got the Tow-truck operator to check-and he gave my battery a boost at 5:30am in the morning--since CARMAX claimed that the serviceman that does this work would not be in until Wednesday. After the boost, drove the car all the way to CARMAX superstore at 6am.; waited for service dept to open at 7:30am(in an empty waiting area). Told the service rep the problem and why I came to this conclusion. i was told, since I had the MAxCARE plan I would still have to fork out $50, for diagnostic. Now I find after waiting all day that the actuator 'part'just came in at 4:15pm...and the $100 battery would have to be re-placed(it's not covered under the PLAN). I 've had it.

ComplaintsBoard
E
5:49 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

CarMax - terrible company

Carmax is one of the worst dealerships I have ever been in. They have sales men who know nothing about car or anything that has to do with cars I would seriously rate the deal -10. They seem to want to hire sale people who know nothing about cars the company wouldn't hire me with all my expertise and know because Carmanx is a racist company. Carmax have...

Read full review of CarMax and 7 comments
ComplaintsBoard
V
7:15 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax terrible service

I purchased a 2001 Oldsmobile Alero from Carmax in Whitemarsh Md on June 27th, 2007. The car was in the 10k range and had apro 40k miles on it. I also purchased the extended warranty. This was the 3rd car I had purchased from there, all co-owned with my former husband. This was the first purchase on my own.

The car broke down the first time on September 3rd in Philadelphia Pa. on the way to my daughters birthday party. I called the roadside service number, and due to the fact that it was a Sunday and a holiday (Laborday weekend)I was told to start looking for myself for a rental car and towing and they would also try to find someone and call me back. They sent a tow truck to Pa from maryland to get my car(it took aprox. four hours) and could not find any rental car co open. I found one at the airport in Philly and picked it up, and drove back to Md.I had to put it on my credit card because the service dept. was closed and they couldn't assign it a service number until Tues. but they assured me I would be reimbursed. The whole birthday trip was ruined with phone calls, waiting for the tow truck and having to get a ride from family to pick up rental. The next day I got a call from Carmax telling me that the rental I got from Hertz was too expensive and to bring it to Carmax (about 1 hour from my home)and they would give me a rental from their rental car co. and return the Hertz rental to the BWI location for me. Okay. When I brought it back to them I let them know it was a little under Full on gas, and that it had to be on Full when returned, 'no problem' they said. It was returned two days later(they forgot about it and forgot to fill the tank) How did I find out that they forgot to bring the car back and fill the tank? Over $300.00 was charged to my Visa, which took weeks to get reimbursed. Then they sent the check to the wrong address!

November 23, 2007-2nd service problem- when they had the car for the 1st breakdown they somehow disabled the turning signals. This is the soonest I could get an appointment being that they are only open M-F 7am to 4pm, Saturday appointments are for oil changes etc. I live an hour away. For that month I used extreme care and hand signals to turn. They didn't have parts and gave me a rental... again.

December 17, 2007-3rd service problem/breakdown. All electrical lights going on, car wont start. Stranded at work. They pick up car and leave me rental. Bad cell in new battery. I pick up car two days later after leaving work early, and go to dinner with friends 1.6 miles from Carmax and after dinner all electrical service lights on again.

December 19, 2007-4th service problem(or same problem not fixed properly prior) I return to Carmax with car after having dinner and all electrical lights on again... finally I am angry at this point. Service department closed and I speak to sales manager, who puts me back into rental that I just returned and they keep the car for over a week... other electrical problems. Unforseen, blah, blah, blah.

Beginning of March, 2008-5th and final service problem-Stearing wheel shaking so uncontrollably car can hardly be driven. They tell me to drive it in anyway... I was very scared on 695 trying to control the car. I brought the car back at 8am. I sit down with one of the sales people and tell them I am going to go look outside for another car, that I am deeply dissatisfied with the car I purchased, that it's a lemon and we will discuss it when I find something suitable on the lot. I went out and picked a 2006 ford focus, 2k miles on it, aprox 10k. When I get back in they tell me they will only give me 7k for the Alero... they say that they will buy back the extended warranty etc. and make it close to 8k. I am outraged! I was sold a obviously defective car, then when I go to give it back to them I am supposed to take a 2k loss? I speak to the district manager, he is rude and abrasive. All this is taking hours, waiting for this manager to call back, this person to appraise the car, etc. It is now close to 10:30pm, I have not eaten all day and am nearly in tears. A different sales person comes in and says ' We are just buying back your old car at the price we sold it to you for and you're buying the Ford, right?' I said I didn't think so... He says well that would be the fair thing to do', I said that I agreed, but I didn't think so. He said ' Wait, I'll go call the district manager' I said okay, thinking maybe they came to their senses, and have decided to play fair. The salesman comes back and say GOOD TO GO--let's go sign the papers.' We have all the papers signed for Carmax to buy back the Alero at the price that they sold it to me, and the purchase of the Ford Focus when all of a sudden the sales person comes RUNNING out of office and scoops up the papers and says he's sorry, that he only left a message for the district manager and he finally returned the call and Carmax will not buy back the car at the price they sold it to me for. I will have to 'eat the 2k' I am crying, sobbing at this point... it's 11:30 at night and they are mopping the floor and all the lights are out and I've been there for 15 1/2 hours and I haven't eaten since the night before. I agree to take the loss and tell them I want a copy of the papers that I signed previously. They gave them to me. I wrote to the company and got no response. Two days after the Alero was on Carmax's website for $9, 900.

I don't think what they did was legal or ethical. I will never do business with them again and I will make it my mission in life to make people aware of their shady business practices.

Read full review of CarMax and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
L
L
Ling Chi
, US
May 24, 2010 9:07 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

OP - not sure of your real name. You mention a husband, but the account name is Stan...

Anyway, the Alero is one of those vehicles that always gave problems to the customers I had who purchased it. I don't know why, but there were obviously some quality control issues with GM, and Carmax can't be expected to provide quality assurance from manufacturing defects. Before you cry foul, remember they also sell more reliable vehicles on the same lot as the finicky ones. The onus is upon the consumer to make an informed buying decision, although a knowledgeable consultant would help steer you towards a somewhat more reliable vehicle. I know my numbers were less than stellar because I used to take the time to explain to customers which vehicles they should stay away from, yet try to maintain as objective as possible. Tough to do. Sorry you got burned.

Lasher - nowhere does Carmax deny selling accident damaged vehicles, however their literature does state they will not sell frame or flood damaged vehicles. This isn't shadiness, but perhaps your unwillingness to read the literature or listen to the SC give the spiel about the accident display (or remember any of that part of your transaction).

L
L
Lasher
North Miami Beach, US
Jan 05, 2010 9:47 am EST

they try to sale me a car that was involve in accident i want to return it today since i still have to days left on my 5 day try out. I was suppose to give it to my girlfriend as a gift today now i have to go and search all over again because they are so shaddy.

ComplaintsBoard
V
5:56 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax don't trust them

The sales pitch sounds great! Carmax is unlike any other (they tell you) when you are looking to purchase a used car, because they provide a 30 day warranty "in writing". Sales personnel at all levels tell you that you have 30 days to visit the dealership's service department for "any" problem encountered under this warranty and it will be fixed. Upon bringing the car back for an item "covered" under the warranty, they refused to fix the problem, and now their response to my inquiries is, "Well, it is a used car, " and they repeatedly refuse to honor their warranty! The corporate customer care line is no help and simply repeats, "Well, it is a used car, after all." However, specific items that are supposedly covered under the warranty are NOT covered if they meet Carmax's standards, which are not provided to the customer until an attempt is made by the customer to have "30-day warranty" work completed. We are very disgusted with this company, its service personnel, and its managers, and will never purchase another car from them in Wisconsin or any other location. We also purchased an additional 75, 000 mile warranty, which allows us to take the car to have work done elsewhere, which we fully intend to do. My recommendation: go somewhere else.

Read full review of CarMax and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
B
B
bajaskier
Fond du Lac, US
Sep 05, 2008 9:06 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Take them to small claims court for "failure to perform"; essentially not fullfiling their contract with you. They probably will not show up and you'll win by default.

ComplaintsBoard
C
5:32 pm EDT

CarMax state inspection

Just had my Virginia state inspection performed at Carmax last week and despite the fact that my car purchased from them one year ago had only 7K miles, with only 2K added by me this year, they found a problem that caused my vehicle to fail the state inspection. Imagine my surprise when they insisted I leave my car with them for several days until a factory part could be delivered, telling me I could not drive with an inspection rejection sticker, and then, my consternation when a local large dealership arranged to repair the supposed problem and then found nothing wrong! Oh, and if that's not enough: the alleged failure that cause me to fail inspection according to Carmax is apparently not a state inspection item. I plan on following up with the state. Love the car, but I'll stick with the factory dealership for all maintenance going forward.

Read full review of CarMax
Hide full review
ComplaintsBoard
B
2:18 am EDT

CarMax service

I went to the service center for a basic inspection to maintain the integrity of the warranty I purchased thru carmax, and all they had to do was a basic lube, oil change, tire rotation and filling of fluids. Well...I waited around for over 3 hours for them just to complete that. They didn't even tell me that it was done until at least 20 mins that it sat out in the maintenance bay. So I drive home. The next day my girlfriend was driving home from dropping me off, and on the way smoke began to come out and oil began dispersing onto the ground...luckily home was just around the block. That evening, I get the call about what's happened...I call carmax and the best answer their customer service manager would say was, "You'll have to call service center in the morning", ...meanwhile I'm stuck at work they wouldn't be able to cover a rental car because cars run over 25 dollars a day here in Las Vegas and there's a down payment. I called rental car companies and they wanted over 2 hundred dollars for a rental car. I don't think so! I had also asked the manager about a tow truck to pick up my car and their towing only covers 5 miles away from the store...of course my home is further than that! I get my insurance company to cover the tow and it's free of course, but what if it wasn't? Do they care that their mess up costed me life and someone else money? NO. I get my car back to the carmax service center to see what the problem was and wow!...somehow the oil plug was missing! They inspected it to make sure "WE" didn't mess up the plug ourselves. To their amazement, there were no scrapes, or anything that said we did it to our own car. Because we totally wanted to be there ALL DAY! Hanging out with them! The maintenance technician comes out...some guy that doesn't even speak english very well, and doesn't appear professional at all, to explain he doesn't know what happened, but the oil plug magically unscrewed itself from the oil pan and let out the oil. They may have done the job...but improperly put the bolt/plug in. My car, from an unsuspecting driver, could have been really messed up! I guess I made a mistake by not checking the car out myself right after they touched it, to make sure the tires had been rotated correctly, fluids filled and all the oil components put back together properly. MY MISTAKE! I also noticed that the fluids hadn't been filled either! Thats what I paid them for...why wasn't it done? One of the fluids...an obvious one the coolant, was well below the minimum marking, and it didn't even look touched. I pointed that out to the service manager, and even asked him for my money back for lack of the job being completed properly the first time. Their sign inside says, " We'll fix it right the first time, or it's free!" He said, "What's done was done and he couldn't give my money back. People make mistakes...their human"...awww...cry me a river when you're the one forking out money to pay for my engine breaking down! Covering the warranty payment...I mean, What a load of crap that was! So I waited for the part to come in and for them to do what they were supposed to do the first time, and altogether everything took over 4 hours! This is a basic inspection people. I mean c'mon! So, he assures me that a free oil change is fair! He didn't care how the car got there, why my girlfriend had to call in to work, how I missed two hours of work, ..and it seemed to me he didn't even care... yeah...because that's right...I paid them over $78.00 for all their "WORK"...ha! What a laugh! they didn't even do the job completely! Anyways, they wrote me a check for 25 dollars (to cover an oil change) that said SUCKER all over it, and sent me on my way! I looked at their little special board that listed all the inspections and jobs they are capable of doing (the same sign that said "We'll fix it right the first time, or it's free!"), and an oil change is 38 dollars...good job ###s! Not only that, but I had explained to the manager my disappointment in their service, and asked him why I would even consider taking a free oil change from people that don't pay attention to their job! He laughed and still insisted it was fair. I wasn't happy at all. Another dissatisfied customer...I'm still pissed and plan on writing the company...

Read full review of CarMax
Hide full review
ComplaintsBoard
R
1:05 pm EDT

CarMax terrible service at the service dept

Put my vehicle in for service in the early morning at the Laurel, MD carmax. I recieved a call on the 2nd day that it was ready. I came down to the shop after hours to pick up and after 30 minutes of waiting for someone trying to find my car, I was told it was not ready. So after wasting my time and gas, I went home and got a call the next day that the car would be ready for me to pick up. I made it to the service center that evening got my keys and went to inspect my car, I saw that there was damage to my left drivers sideview mirror. I spoke to a service consultant who called my "senior service consultant" (that had already left for the day) who said to go ahead and take the car and that he would order the replacement part for me first thing in the morning. I haven't heard from him, I've left voice mail and no return call. I would like to think that he would treat any customer in this situation as a priority, but I guess not. I will no longer use carmax to purchase cars or service my vehicle.

Read full review of CarMax and 2 comments
Hide full review
2 comments
Add a comment
A
A
Angel
,
Sep 05, 2008 10:24 am EDT

It has now been 6 weeks since I bought this Magnum. I finally got it back after 10 days. Drove it for about 5 days and now head lights are flashing..super dangerous at night with 10 month old baby in back seat. Brought my car in and waited 2 hours just to be told that the part, whatever part that is, will be in in the morning. Take car home, get up super early with baby to drop car off only to be told that the part wont be in until next afternoon..these people think nothing about wasting my very limited time. I am at this point incredibly furios and it appears all I can do about it is bend over...no vaseline!

A
A
Angel
,
Aug 15, 2008 9:55 am EDT

I bought a Dodge Magnum a little over 4 weeks ago. Not even having the vehicle for 3 weeks I broke down in the middle of a busy intersection. Long story short..I payed $51 for towing, was late for work and was saddled with a Ford Fusion loaner for me and my baby. 2 days later was told vehicle was finished, picked it up, drove 4 miles and broke down again. 2nd day late for work in one week. 2 more days, I was told to drive the 20 plus miles to another dealership to sign some papers. I get there wait 20 mins. for the person I was to see..3 days late for work this week only to be finally told I was not needed. It is now exactlly 1 week since my new car has broken down and 5 mins ago get phone call saying still waiting for parts and will call me Monday. I have a very large car payment coming up soon..1st one and I havent even been able to drive my car. Is there anything ...compensation or some form of split pymt for this inconveince and not even having the vehicle?

ComplaintsBoard
B
10:26 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

CarMax - not a good place to shop

I had been impressed with Carmax and purchased two cars from them in the past. This time I saw what life there can be like if you are one of the unlucky ones. I bough a used car for >$30k. (Turns out the price was fair enough btw). However, it was delivered to me in terrible condition. I also noticed that after I handed over my check their treatment of me...

Read full review of CarMax and 37 comments
ComplaintsBoard
V
3:18 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax some facts about carmax

This is from a current CarMax employee who has worked in several of their used car departments.

Sales - The sales people are actually pretty well trained, but there are still those that don't have a clue to what they are doing. The longer they go in training, the better for them. $12.00 an hour isn't bad for 40 hours a week for training. Oh, and unless the new person sells 4 cars within a two week period, the "mentor" who trained them gets nothing extra. An actual sales person gets paid per unit - not commission! $150.00 flat rate per car they sell. An extra $50 if they get you to buy the warranty and an extra $50 if they buy your car (only depends on the spiff of the month). Any accessories that you purchase, they get part of that. Sales persons have been paid that amount since the inception of CarMax.

Business Office - These are the people who do all your paperwork (the $149 processing charge). They, too, are pretty well trained. But when it comes to what is on the paper work, most don't have a clue. You ask them questions and they end up with the deer in the headlights stare.

Sales Managers - The people you really love! 95% of the sales managers are promoted via the "good old boy" network. They don't have to have been a good sales person, just have friends higher up. Training? Yeah, right. They follow another sales manager around for a few weeks and they are cut loose. Most have ZERO people skills. Their pay is a flat rate salary - usually about $50k, with bonuses paid IF the budget for the day/week/month is made.

Mechanics - These people, for the most, are pretty good. They actually get paid to find problems with your car! That's right - they get paid when they find "problems" with your vehicle!

Buyers - Odd name, but these people are the ones who will appraise your vehicle. They are graded on how many vehicle they buy. Regardless the price they give you. 1 - Do NOT expect to get Kelly Blue Book for your car, it isn't worth it according to them. 2 - Do NOT expect your appraiser to be knowledgeable about your vehicle. Most are taught just what to look for and nothing more. 3 - Unless your vehicle is bought as a wholesale car, you WILL see it put on the front lot for $5-6, 000 more than they gave you! Sorry!

Service Personnel - When you drop your car off for service, these are the people who you talk with. They are some of the "best"! The more work that they can have done to your car, the more money THEY can make! Something as simple as a "diagnosis" puts some sweet money in both CarMax's and the service personnel's pocket! $70 for a diagnostic to tell you your battery is dead!

Paint/Detailers - Some of the lower class of CarMax. Can you operate a vacuum cleaner? Can you wash a window? You are hired! Get those cars prepped and out on the lot NOW! It's OK if the paint isn't completely dry or there is overspray, just get that car to the lot!

Upper Management - This would be the Service Manager, Assistant General Manager and Location General Manager (aka LGM) - Real cream of the crop! These people make life miserable for everyone! If budgets are not made, they don't make money, and if they don't make money, no body is happy! Human defecation makes sudden impact with the rotating oscillator! I am not kidding when I tell you that you WILL be threatened with termination if your sales are not up!

Don't get me wrong, I love my job here, we are not as slimy as regular used car salesmen, but we have a lot of faults within our own company.

Read full review of CarMax and 5 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
5 comments
Add a comment
J
J
jnp_10_20
Marietta, US
Mar 23, 2011 3:14 pm EDT

wow- this crap is total ... CRAP

R
R
Rouilly
Lexington, US
Feb 08, 2011 5:02 pm EST
Verified customer This comment was posted by a verified customer. Learn more

My problem here in Columbia is getting them to do what they say they are going to. Time and time again, I was told one thing but they failed to deliver. They seem to have to customer ownership.

L
L
Ling Chi
, US
May 24, 2010 7:52 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Arthur,

I know this is late, and you will probably not respond, but where did the OP make false claims?

A
A
arthur phillips
,
Nov 17, 2008 3:22 pm EST

most of these comments are lies

A
A
arthur phillips
,
Nov 17, 2008 3:20 pm EST

This guy is a fraud himself almost everything he say is a lie

ComplaintsBoard
V
5:38 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax they sold me a lemon

I purchase a car that I had always wanted after my divorce. In addition, I am thankful that I purchased the extended warranty. However, my problems with my car soon began after about 5 months and my car has had multiple problems and been in the carmax shop more than 7 times for repairs. Electrical headlight/taillight issue, back window replace because of antenna, sun roof replace/the repair shop scratched up the roof when replacing and no one told me, washer tank replaced, leaks in the floor when it rains, multiple light indicators on the dash, other major repairs, and now the final draw, the car has been in the shop about 4 times for the same concern, the shift stick is popping and was told by the BMW repair shop that the transmission needed to be replaced. The warranty company has denied, the car is in the shop again for the same issue and I was advised by BMW that the warranty company is sending the rep out again to assess the recommended repairs. here's my assessment, the warranty company is waiting and hoping that the warranty will run out soon, I have another 20, 000 miles and then they would not be responsible for the charges. The car was taken to Carmax each time for repairs; they never walked to my car to go over the work that was actually done and would also point to where my car was parked for me to retrieve. Most of the time Carmax indicated they didn’t make the repair because they couldn't duplicate the issue, meaning the dashboard indicates did show up for them, upon getting my car back and driving home, it would do the same thing again...my assessment was they cleared the computer or reset it and it wouldn't show up until I drove it home. I have also called the consumer relation department with and was not pleased with their help either. In addition, I had to rent a car while my car was being repaired, costing me usually 300.00 each time (warranty company only pays for 7 days at 25 a day) Carmax never told me that if I took my car straight to the dealership that I would have received a loan at no charge. Carmax never indicated that I should take the car to the dealership directly. Carmax reps told me many unprofessional things, like the that worked on your car as since been fired, he didn’t know what he was doing. claimed to be a certified BMW mechanic. The reps were not professional and one was down right rude and told me I could not have a copy of all the paperwork for my repairs. I now tell everyone I know to never buy from carmax as they are the worst company to deal with when dealing with repairs. Once you buy the car, they never want to see you again and really their is a disconnect from the purchase to the repair department. I waiting for a manager for 30 minutes when I was upset, their attitudes are, we don't care... Garland, Texas location and employees.

Read full review of CarMax and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
L
L
Ling Chi
, US
May 24, 2010 9:14 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Buck - the term "lemons" typically only applies to new vehicles, and I'm not sure if any state offers lemon law coverage for a used vehicle. New vehicle lemon laws vary by state, but often contain language that the same problem must exist within a certain time or mileage limit, and can not be repaired. Unfortunately, you purchased a BMW and the reliability for European models is less than stellar - the reliability hierarchy is usually Asian (notwithstanding Toyota's current issues), Domestic, and lastly European. I used to use a site called alldata.com, which gave free access to each yr/make/model's particular service bulletins and recalls, and used that as a reliability barometer. Unfortunately, the site has now morphed into a paid service site to get any information, although I'm sure there are other places to get the same info for free.

Ed - if your car had several problems from the get go, you should have returned it within 5 days for a different vehicle like Melinda did. That's what the return policy is for.

M
M
melinda
,
Oct 07, 2008 7:13 am EDT

I just paid cash for a 2006 Dodge Caravan for my business. I drove it off the the lot on Friday and took my kids camping. On Monday the car would not start. I had to have it towed back to the dealership. They are giving me the runaround with the problem. The computer is not functioning. I am getting my money back. This happened within three days and I am thankful for your comments. Austin, Tx.

E
E
Edward Fahrenkrug
,
Aug 20, 2008 12:33 pm EDT

I will never ever buy anything from Carmax again! I bought a Saab 9-3 aero, with several problems from the get go, and the ### claim nothing is wrong with the car. I just took it to the dealer for a check, and they found said problems. Now I have to go back to carmax tomorrow where I am sure to be met with the same BS. If they try to screw me over, I am going to the media and getting a good lawyer!

ComplaintsBoard
V
2:38 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax stay away from them

I bought a Saturn from Carmax a month ago. As I was leaving the lot I noticed something very wrong with the transmission. That was three and a half weeks ago. The sent my car to Saturn and that’s the last I’ve heard. I have spoken to every service manager and even the gm. They all give me different answers. My biggest issue is they refuse to supply me with a written statement honouring my lost time on the 30 day bumper to bumper warranty. This company claims they are different, but its all a facade. Total BS. Stay away from Carmax in Vegas, and Saturn's service department as well.

Read full review of CarMax and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
N
N
Noele028
Dallas, US
Jun 10, 2009 6:19 am EDT

Yes, I agree I purchased a bmw from them and literally had problems with it 3 days later. That was about 2 years ago and I am still having problems with it now. It has been in the shop approximately 16 times and now I am upside down in the car and when I attempted to trade it in Carmax offered me a very insulting offer and they are the ones who sold me the car! It truly has been the biggest mistake of my life. DO NOT purchase a vehicle from them, my brother bought a car from them around the same time I did and his car was in and out of the shop as well. A horrible place of business and nothing but horibble cars sold by them!

ComplaintsBoard
V
3:51 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax they need to be reported

My mother and I purchased a Dodge Intrepid from Carmax last year in May. I have so much to say about this vehicle and their poor customer service. They are crooks and something needs to be done. I have for daughters one being an 18 month old and I can't afford to be turning my vehicle off every time I come to a complete stop because the transmission is slipping. This is very unsafe. They say the squeaky wheel gets the oil, so maybe if we all come together with our complaints Carmax will stop getting away with selling people Lemons. They are very helpful during the purchasing process but soon as you drive off the lot they turn on you. I'm a single mother and now I may have to purchase a new transmission for a 2003 with now 60, 000 miles on it, which should not be happening. This vehicle has been serviced when it should and has not been dogged out. Their appraising is such a scam when you take your vehicle back. The Manufactures need to know these things because Carmax is making certain vehicle brands look very bad. Now I would never buy another Dodge in my life all because of Carmax... They need to be stopped!

Read full review of CarMax and 4 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
4 comments
Add a comment
L
L
Ling Chi
, US
May 24, 2010 9:22 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Dodge Intrepids are not exactly reliable vehicles - maybe you have not dogged the vehicle since your purchase, but I can guarantee the previous drivers did. One of my personal observations with Intrepid owners was that they all seemed to think their car was in some NASCAR event and drove the vehicle to achieve pole position. Another strike against you is your purchase of a popular fleet (ie, rental) vehicle - and we all know how people treat rental cars (or anything in their possession for any length of time which they do not actually own).

Carmax is not to blame for consumer perceptions of vehicle reliability. People knew long before Carmax's inception in 1993 that certain cars were to be avoided like the plague.

J
J
Johan
Lemoore, US
Feb 16, 2009 12:45 pm EST

So you bought the car brand new and you feel the fuel pump, transmission, etc. are because of Carmax and not the manufacturer? Interesting.

S
S
summer
,
Sep 13, 2008 3:54 am EDT

In reference to my previous post: I meant to say that CARMAX, not Chrysler, has done a very poor job at maintaining my vehicle. Chrysler has made every effort to assist me with getting Carmax or should I say CARMINIMUM to complete repairs. They ignore and/or lie to Daimler Chrysler also! Ridiculous.

S
S
summer
,
Sep 13, 2008 3:48 am EDT

I bought a brand new 2002 Chrysler Sebring in Feb of 2003...3 miles with the seats still wrapped in plastic. Definitely a new vehicle. I had a new fuel pump the first year. New transmission third year. Some strange humming noise coming from either underneath or near the rear. The car has been stalling on me for 3 years. Had to replace the battery 3 times. The car is a problem and I dont think it has anything to do with the manufacturer. Chrysler has done a very poor job at maintaining my vehicle as I brought it in for EVERY scheduled service appointment. They lie about the work/service they perform. They never know what is wrong with the car because they can never duplicate the problem once they inspect. It takes forever to get a service appt and once you do, your car is there for eternity just to hear them say that it has passed all of their tests with flying colors and that there is no problem...if it breaks down again, bring it back. I believe this is a tactic to get business in their services dept. I am sure they make way more money repairing than they do selling cars on daily basis. They either have you car sitting in the back as if their really doing something or they purpose create a problem to ensure that you return. My car has been to the shop for the past 3 years for the same issue about 7 times and it can not be repaired. The lie to the manufacturer about the resolving issues but they don't realize that all you have to do is call yourself and confirm what they have done. If the car is under warranty, it has to be documented. Anyway...Carmax is full of s**t and should be hit with a major class action law suit!

ComplaintsBoard
V
2:11 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax they underpay salesmen

This is to any real Car Salesmen out there. Don't even bother with Carmax. Sell a car and you make $150, sell a warranty you make $100, then get lucky enough to meet their off the wall bonus program for the month you might get an extra $50 for every car that meets the program.

I went through their interview process, it was a joke! I actually started laughing when they presented me their pay plan, and walked out when I got to the part of the interview where they asked me to "sell" them a bic pen. I told them "I sell cars, I don't sell pens." I laughed again and told them to disregard this interview.

Carmax is all about the money. They don't pay their salesmen fairly and their cars are usually $1, 500-$2, 000 overpriced. No haggling and you will definitely deal with an uneducated salesperson. Because good salespeople wouldn't be caught dead working there. During the interview I asked "How many cars did your top salesmen sell last month?" I was told that info was confidential, but he told me if I asked him he would say 0, but if you asked him how many "relationships" he made then he would tell you! I thought I was going to puke! Avoid Carmax!

Read full review of CarMax and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
L
L
Ling Chi
, US
May 24, 2010 11:52 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

OP - I called around, and have spoken to other sales personnel from other dealerships, and Carmax's pay was on par with what the industry generally pays. While it may seem as if selling for a fixed rate is unfavorable to someone used to a variable commission, the practice eases consumers because they know that their SC is not trying to sell them any particular model based on how much money they'll make - being paid the same, no matter what, makes a person a little more objective about the information they volunteer. As for selling the pen - if you are familiar with the sales process, you can sell anything. The top earner at our store regularly had six figure years (averaging 25 cars per month), and even he was eclipsed by someone at the location across the street who managed to sell 120 cars in his first three months to friends and family.

Carmax standards for FT employees is 10 sales with 60% ESP - with $150 per sale and $100 per ESP, the SC meeting the bare minimum would make $2100/mo. Carmax also pays for appraisal purchases, 10% of accessories, and has a rotating monthly spiff (either an extra $50 per ESP or $25 (or $50) per unit) which helped to pad the checks a bit. A PT SC had to deal with 6/4. Remember, these are minimums, and many surpassed these numbers. The key is to work smarter, and not harder.

Alex - SCs are trained to sell, but are not encyclopedias. Very few could actually rattle off specs, but their primary duty was to find a vehicle which could meet the needs (or emotional wants) of a customer, and keep them within their budgets while doing so. Having a job selling cars does not require the employee to subscribe to automotive enthusiast magazines, autocross on the weekends, and modify their own cars with aftermarket parts. I don't walk into a retail store and expect the cashier to know the specifications of XYZ HDTV, but rather to know the basics, facilitate the transaction, and get me out of the store as quickly as possible.

As for the "underpayed corporate brainwash [censor]" - they may know how to spell "paid".

M
M
mcfly
Miami, US
May 18, 2010 5:23 pm EDT

I have a friend that works at carmax, he claims to be one of the top dogs... I don't know how many cars he sells but he mad about 75, 000 last year. he told me he could possibly make more else where but carmax has good benefits and a much less stress then other dealers.

A
A
Alex Grayson
AnytownUSA, US
Feb 06, 2010 2:19 pm EST

At Carmax I entered and said "Hi, Im here to see your Audi TT Coupe" the dude says "Oh...Ok, who makes that?" . Then I asked if the Audi had Quattro and he cheerfully smiled and said he didnt know but would find out for sure (like he was more very proud of his itegrity for not uttering BS, but shouldve been ashamed of not knowing his trade).

As we were walking to the car we passed a 05 VW Touareg TDI with the V10 I got very excited over perhaps the most powerful and offroad capable SUV ever made but the stupid a**underpayed corporate brainwashed ### carmax salesman says "I dont know much about this one, it seems priced high to me ya know we got a Nissan Murano over there...sorta looks the same" I went OFF: "This VW SUV has 500 Lbs of torque and can crawl a 45degree angle on and on and on and on...the ### Carmax salesperson said " Hmmm you know alot about auto stuff" in a respectful way though I wanted to slap him I just said " Nope I just read Car and Driver Magazine"

Later I was getting numbers on my car/trade and this overconfident 6'5 black lady named Windisha (certified auto purchasing agent my a**)tells me that my old Audi got a lower offer than KBB because "Audi dont hold it value dat well" (as im trying to buy the TT). I got up and left and havent been back I also paid a little more over at Audi for a comparably same car just on professionalism.

ComplaintsBoard
V
2:02 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax they're a joke

Carmax is not all it's cracked up to be. I barely escaped being ripped off by them, as I returned a car I bought but hardly even got to drive.

My salesman was genuinely nice at first, helping me with the transfer of a car from another state. The car had been a rental, so I was a little sceptic, but they assured me the car was in great condition accept for a dent in the door and tear in the seat, which would be fixed at their cars go through a "125 point inspection".

Well, they didn't fix it. I went to see the car and there was so much *** wrong with it, but they assured me it could all be fixed. It was only physical flaws and it was used, so I told myself to get over it and decided to go ahead and buy the car. As soon as I left the lot, the brake light went out. The CD player stopped working 2 days later, and I took the car back to have everything fixed.

What was supposed to be a two-days-tops repair, turned in to over 7? They continuously lied to me about doing the repairs, and kept changing what they were actually working on and when it would be done. No one could give me a straight answer on the day it would be finished.

The day I finally was able to pick the car up, they got finished right at closing. They pulled it out into the service bay with overspray over the entire car, having just painted over the fender where they had fixed the dent. I then proceeded to tell them off, screaming why the [censored] hadn't been finished before then, and what the *** it took so long to do if they just finished with it that day.

I did get my transfer fee back, the only good thing that came out of it. And the fact that I found the same exact car for about $5, 000 less than theirs through a private party. Plus, the private party knew someone who bought a car through Carmax and was ripped off too!

I forgot to mention that they also ran my transfer fee through my bank account 3 times! They blamed this on a computer crash, but I should have known then to take my business elsewhere.

Carmax is a joke. They have a bunch of [censored] salesmen, with idiotic managers, and a worthless service department who don't know *** about cars. There was no way I wanted that car bad enough to go through with the sale after being treated the way I was, no one even saying they were sorry.

And to top it all off, the [censored]s don't even know I still am in their rental car they gave me while they were working on mine!

What a bunch of idiots. And the store I'm referring to is the one in Indianapolis, Indiana, but the store that originally had the car was in Fayetteville, North Carolina. They're all a bunch of [censored]es to me, either way.

Read full review of CarMax and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
J
J
John King
,
Nov 18, 2008 11:09 am EST

You sound like a wonderful person. Please come to my dealership.

ComplaintsBoard
V
12:51 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax ignorant salesmen and rip off

Ok, seen reviews before I went there; many awfully bad, but I need to sell my truck so I can move. Well, went to the new location in Colorado Springs, everyone cool and all that crap. Till I came back from smoking.

These people have the nerve to tell me that a 42255 mile S10 2003, never crashed clean title, excellent mechanical condition, 2.2L, with 20" rims, and iPod connection has the value of 1700... WTF?! I’m not a crackhead.

And when I tried to get the "manager" to see the odometer, he just wouldn’t let me talk, and told me that if they buy my truck, they will put it for auction not the lot, hoping for someone to take it for the same 1700, right, and apparently I had a sign that said sucker. And this is the kicker, the test driver?, that dude need to get another profession because he seemed so confident on describing the aftermarket parts on my truck, he don’t know a stock shifter from a short shifter, and on their words "aftermarket stuff don’t matter...", right Sherlock. Since when, someone tell me, lowering a truck compromises the integrity of the vehicle? So apparently there’s an infinite amount of suspension companies that want to get sued... I would feel so much better if I could just punch that dude square on the face, how can you sleep at night being a liar of that level.

I know if I sold my truck, and while I was buying drugs [maybe I look like a junky] they would get all OEM parts install them in about 3-4 days and have a 10000 dollar truck, my truck as it is by KBB is 8600 and I noticed that most of the cars are "below" KBB but that’s because of so many suckers that keep going to this company. Regular dealerships are better, some haggle and pressure won’t kill you.

Bottom line, if you want to lose money big time selling your car, Carmax is the way to go, they will square you away.

Read full review of CarMax and 4 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
4 comments
Add a comment
R
R
Real Deal 27
Fresno, US
Feb 25, 2010 7:36 pm EST

Wow, they looked at your car for free and gave you on offer for it, what nerve. Good thing you left without selling it to them cause you were probably able to get way more for it. You did end up selling it didnt you?

W
W
what123
Omaha, US
Oct 02, 2009 10:47 pm EDT

Yeah, go sell your aftermarket parts for $1 million and then go back and sell your truck to carmax right?

J
J
John King
,
Nov 18, 2008 11:36 am EST

I'll just punch you in the face if I don't agree with you! Good posting. You sound like a real gem. Who cares what carmax offered you, you took the car to them, had someone go out and look at it for free, and when you didn't get what you wanted you through a temper tantrum! Man-UP. Thank them for their time and sell the POS yourself.

A
A
Average Joe
,
Aug 18, 2008 8:26 pm EDT

You want to lose money, sell your car to any dealership. If your aftermarket garbage is so valuable, put the stock stuff back on and resell your chinese parts. Sounds like you are the type to paint the interior of your car lime green and put krylon flames on it. Sell your junk on craigslist to another ### who coincidentally has the same poor taste as you, and stop crying.

ComplaintsBoard
V
2:10 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax it's a den of #s

We took my immaculate 2003 Ford F250 Diesel Crew Cab Pickup truck to get a "fair evaluation and a great price» for it. The pushy Asian kid talked our ears off with all of the "feel good" CarMax BS for a good 15 minutes before he finally took the keys and had his appraisal guy look it over. He drove it for 3 minutes, looked around it, and disappeared for 20 minutes.

Then Asian kid came back. (Keep in mind that this truck Blue Books for trade in value of $21, 000.00 low to $23, 000.00 high!) He held up the appraisal sheet showing $8, 000.00! We laughed and left. Took it across the street to Ken Grody Ford, where they bought it for $21, 500.00!

The cars we saw on the CarMax lot as we were looking around, cost more used that you can buy a new car for. Example, a Hyundai was 2 years old for $16, 788.00, Hyundai of Garden Grove has a new 2008 with all options for $15, 350.00! Avoid this place-rip off!

Read full review of CarMax and 7 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
7 comments
Add a comment
L
L
Ling Chi
, US
May 25, 2010 12:30 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Harrison's full of BS - I have never seen a vehicle at Carmax priced with a sticker ending in "788", nor will you find any Hyundai on their site going for more than MSRP. Even now, I see every vehicle ending with "x97", "x98", "000", or "500". If anything, I'm going to assume selective memory strikes again and someone is confusing the comparison price that Carmax affixes to their stickers with an actual asking price.

Will - that "minor" dimple in your frame rail would deter some other buyer, which is probably why your appraisal offer was so low. If they won't put it on the lot, then they will wholesale the car and offer you what they think another dealer might pay for it at auction. Just because another Subaru dealership purchased your car for 14k means they ripped you off and intended to rip off the next person who bought your car. Additionally, good luck getting $20k on a 3 yr old WRX - I never see anyone actually getting that price on NASIOC, and you'll hear cries of bloody ripoff if anyone tries asking that much. KBB is not fair market value and is nothing more than a feel good tool for people who don't understand the entire auto industry runs on wholesale values.

W
W
what123
Omaha, US
Oct 02, 2009 10:39 pm EDT

Yeah, thanks for your business sir. I am the finance Manager here at Ken Grody Ford. I couldnt help myself, I added 2% to your finance rate just for the hell of it. You got so excited about the trade in allowance that I decided to F%#& you! Thanks for the $200 bonus I made today!

B
B
Benjamin Hema
,
Sep 28, 2008 5:53 am EDT

I sold my wrecked car at Carmax. They gave me a good deal. It was worth $20, 000 bluebook. It had $10, 000+ of damage. They gave me $5000. And so they made some profit but that's why they're in business.

M
M
Michelle
,
Sep 27, 2008 7:03 pm EDT

I just took my 2004 Saturn to CarMax for a free appraisal. I still have a loan on the car and I thought it would be easier to sell it to CarMax rather than try to sell it and have the buyer wait for the title. I bought the Saturn NEW, as the first and only owner. I have never been in a real accident with the car (with the exception of hitting a concrete poll with the passenger front panel, whoops). Imagine my surprise when the appraisal came back stating "frame damage to the floor pan". The salesman asked how long we had owned the vehicle, and tried to tell us that the car had been rear-ended. He insinuated that the Saturn dealer had repaired and welded the floor pan before we bought it. This was the second new Saturn we had bought from the Saturn dealer in question, and we had always had good service. I can't take it back to the dealer for an inspection as the Saturn dealership is 900 miles away. I will inspect for damage myself and probably have it checked out by a mechanic if I can't find anything. At first we were mad at Saturn, but now we suspect CarMax lies.

K
K
KMAn
,
Jun 20, 2008 4:21 pm EDT

Racist Jerk.

W
W
Will
,
May 30, 2008 10:49 pm EDT

I absolutely agree with your complaint and share your disgust and shock at CarMax's brazenly deceitful "appraisals." Almost exactly the same thing just happened to me! Even the next-door part!

I was the first and only owner of a 2005 Subaru WRX with roughly 40k miles, and I never had any accidents in that car. Except for minor door dings, it was in excellent shape, with almost-new tires plenty of brake-pad left, well-maintained fluids, etc. Trade-in blue-book value for excellent condition was $14, 200, and private party value was $16, 790. Blue-book certified-pre-owned retail price was $19, 480.

I first took it to CarMax of Plano, TX, where they said that there was frame damage that clearly indicated an accident, so they appraised the car at $10, 000. Anticipating my shock (understandably), the CarMax salesman said, "Now, I'm not trying to scam you or anything, so let me get the mechanic to show you what he showed me. Are you sure you've never been in an accident?" I told him absolutely not. He asked me again, more sternly, as if willing me to say, "uh, wait, sorry, I was wrong, I must've forgotten or lied about a frame-bending accident": "Let me ask you again -- have you ever been in an accident?" Sheesh! I'm not a little kid who needs to be taught not to fib. That's certainly no way to treat a customer, let alone the irony of essentially accusing the customer of lying to the salesman, who is himself a lying con artist.

The CarMax mechanic pointed to a golf-ball sized dent/dimple in the middle of the passenger-side sheet-metal rail that runs the length of the underbody. It's clearly a dent from either running over debris or possibly from when I tried jacking the car up to change a flat. In any case, it's hardly a defect significant enough to knock $4, 000 off the value of the car. The small dent in that side rail had no impact whatsoever on the structural rigidity and/or crash-worthiness of the car (IMO, obviously), and at any rate, it certainly wasn't noticeable from the interior of the car.

So off I went to the Subaru dealership in Plano, which is literally next door to CarMax on the same street, W. Plano Parkway. You'd think that Subaru mechanics should know what they're looking for in a Subaru, and whaddyaknow -- they really liked the condition of my WRX. And so they appraised it at (and I therefore sold it for) $14, 000. That's a whopping 40% more than CarMax's "appraisal, " if you can call it that.

Y
Y
Your Salesman
,
May 18, 2008 10:22 am EDT

It sounds like the only thing greater than you racist attitude is you stupidity. What does it matter is the person evaluating your vehicle was Asian, Indian or African American, that had nothing to do with the value of your diesel sucking vehicle. Why would you want to get rid of such a wonderful truck when the price of diesel is headed to $5.00 a gallon and beyond. Your former truck is not worth anywhere close to $21, 000 and I know we did not give you anywhere close to that for your truck. LOOK AT YOUR PAPERWORK...Yes you were fooled again...Yes you bought a vehicle from that us and we played the pricing game with you. We inflated the price of your trade and jacked up the price you paid for your vehicle. Thanks for being so ignorant and helping me and everyone else here at Ken Grody Ford fed our familes this month. Please come again and tell your friends.

ComplaintsBoard
V
1:41 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CarMax they are a torture

I bought a 2005 Audi S4 from the LAX location 4 weeks ago. After a week I noticed an odd noise coming from the steering on full lock. Call up CarMax and they say take it to any Audi dealer (I'm in SF) and they will fix it, CarMax will pay. Nope! My car has been at Audi for 2.5 weeks while CarMax pass me from one person to the other, don't return calls and generally try and bury their head in the sand. Even the "Executive help team" can't get the *** store manager to call me back! AVOID THESE MUPPETS AT ALL COSTS!

Read full review of CarMax and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
L
L
Ling Chi
, US
May 25, 2010 12:36 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Wilson - you have every right to be frustrated from getting a non-response from them, however you are placing the blame on Carmax because an Audi dealership had your car for so long? I guess the Audi dealer is above reproach, eh?

Waqar - your attorney probably read the contracts you signed and laughed (on the inside, of course) because you didn't. Lawyers love knowing their field will never die because people don't RTFM.

W
W
Waqar Zaidi
,
Apr 15, 2008 1:56 pm EDT

I am 200% agree cause I am running into the same situation I just bought 2001 LX 470 from Houston SW location and LX 470 spend more time on there parking lot then in my garage ever since I bough it I am making tons of trip to Carmac service and getting sucks response from them I am about to take the LX470 back this week and throw at them I will be horing my attorney to deal with these people.

ComplaintsBoard
M
2:04 pm EST

CarMax poor service throughout

Buying a car from carmax was the worst of all my car purchasing experiences.

I came in January 5, 2008 and purchased a 2004 Jeep Grand Cherokee. We did a held-check for $6000 and financed the rest.

The salesmen, Eric, didn't seem very familiar with the ins and outs of finalizing a sale. He had to ask his sales manager almost step by step as he took my insurance information and did my held check. Once we finished paperwork and all of that, we walked out to get our new car that, according to Eric, would be "detailed" while we were finishing up papers. I even made the comment of "wow, detailed in 45 minutes...that's awesome!" He told me then that there were several guys that tackled it to get it done. The car was ran through the automatic carwash and the floors had been vacuumed. The inside windows and interior were smudged and it was obvious the car had not been detailed, nor even thoroughly cleaned. I figured if that was the best they could do, oh well, I was just excited and didn't want to wait around nor seem picky, although looking back I should have.

Eric never made a follow-up call after he claimed he would.

The real trouble began on January 8, when I went to give the title of my totaled car to the insurance company and they handed me an affidavit to give to the license bureau for proof of value of the old car. I called the business office at Carmax and told them that I wanted to self-register because I wouldn't have to pay so much sales tax and wanted my money back at time of registering. They said that was fine.

Around January 10, I received a call stating that the inspection they had performed on the car had expired and they would need me to go get it inspected at my cost, or drive 25 miles (one-way) to Carmax and they would perform one free of charge. Due to my busy schedule with work and school, I was unable to return the call immediately, but when I did on 14th, we couldn't make a quick appointment that worked out for both me and the service department. Keep in mind Carmax is thirty minutes out of my daily routine and that is one way.

Meanwhile, we had begun to notice a few things that were bothering us about the car. First of all, it vibrated very noticeably while stopped at a stop-light. If you were to put it in neutral, it would quit. Second, there was a noise coming from the front passenger wheel area--it sounded like a bad strut. Also, the car was out of alignment. I also noted on my letter to the service department that I would like for them to "detail" it as they said they were going to in the first place and had not done. I finally arranged to drop the car off on the evening of Thursday, January 24 because I couldn't afford to wait around for all of these things. I left a note with a list of things wrong and also a copy of my insurance card and tax receipt because they said EVEN THOUGH I was going to self-register, they needed those things when they took the information to the DMV for me.

Saturday, January 26, since all the things wrong with the Jeep would take a while, I came and got a loaner. I was very pleased with the fact that they loaned me another Jeep and I must say Teri, in the service department was a very good communicator, she called when she said she was going to, she kept me up on the service that was performed and she was very understanding when it was time for me to pick my Jeep up on January 31st and I had the flu and had to wait a day and a half later.

Since Carmax was supposed to be performing the inspection for the registration, I had called the last week of January to see what DMV they would be sending my papers to. On January 30, someone told me that they thought the paperwork had been sent to the KC DMV at 13th and Cherry. When I asked why, they said they try to get it to the one closest to the customer. The girl I talked to asked if I wanted her to call KC DMV and make sure the papers were there. She did and got no answer, so she asked me if I wanted to just keep trying myself. I told her that NO, so she said she would keep trying and call me back. No one ever called. So, when I picked the car up on February 2nd, I asked where my paperwork was. The girl told me Lee's Summit. I said okay and we were on our way home. Since it was Saturday, I couldn't do anything about it. So, we got in our dirty Jeep with brush marks from the carwash and left. As soon as my husband pressed on the brakes, a sound like metal on metal came. By this time, I am still sick with the flu and have no desire to mess with your company anymore that day. About 15 minutes later, I called and talked to Brandon and told him that Lee's Summit was really way out of my way. He said to call on Monday, that the papers weren't in Lee's Summit, they were at the KC location, and he would let me know for sure. I called on Monday, February 4--the day my temp tags expired. Brandon told me that the papers WERE at Lee's Summit and he was going to go get them THAT DAY and he would Fed-Ex them to the location of my choice, which was Gladstone. I called the Gladstone location twice on Tuesday and they said they had not received my papers yet. I called Brandon, who THEN put me on hold to check the tracking number on the Fed-Ex package. After a few minutes he got back on and asked why I had wanted to self-register and I told him that I had an affidavit that stated the value of my totaled vehicle and it was going to save me almost $500 at the time of registering. Well, he told me that APPARENTLY the license bureau had gone ahead and registered the car for me instead of letting me self-register. He said that I could just take all the stuff to the license bureau and put in for a refund. So, I just went and got the tags and paperwork and went to the bureau where the woman told me HAD I registered myself with the affidavit, I would have just received the refund then. Why didn't we deal with this at the time of signing the papers. Eric new that my old car was totaled and it was worth $6000.

Now that you have read this novel, you can begin to see what a time-consuming inconvenience this whole experience with Carmax has been---aside my dealing with Teri. I am going to make a copy of this letter and start with mailing it to the GM of the Independence Carmax. I hope something can be arranged to reimburse me for all the time and inconvenience that I have experienced.

Read full review of CarMax
Hide full review
ComplaintsBoard
J
12:00 am EST

CarMax shady business!

Well I am quite disappointed with Carmax. The vehicle itself is fine, I have had if for a few years and running good. My complaint is with their crappy warranty that they like to reword. So as I said, have had the car for a few years and never had any warranty work done. I bought the car with 6k miles and purchased the extended 100k warranty just for peace of mind and security if the vehicle were to ever breakdown. The hack door latch on my ford explorer sport SUV broke. The lock mechanism failed and I couldn't get the back door open and my side power mirrors went out. Well I took it to a Ford dealership to get things fixed since I have moved a lot and not reasonably close to a carmax. Plus I wanted a reputable repair shop so the job would be done right. Well this all should have taken no longer than a day but Carmax wouldn't authorize the repair without sending and inspector to check the vehicle. I mean come on, this is a Ford dealer, why is it necessary to send out an inpector? Well that meant the car would have to stay over night and Ford told me that carmax said they would not authorize a rental without first authorizing the repair but the inspector had a 24 hour window and would not be there till sometime the next day. So I had to personally call Carmax warranty and ask what the problem was and was able to get a rental but the guy said he could only give me one day of rental. well I assumed one day would be fine but that wasn't the case. The inspector didn't come to 3pm on the second day and work could not be done on the vehicle till there was authorization so another day in the shop. Ford called carmax to get another day of rental and with much resistance they gave another day. Well the work was finally done on the third day and Ford called to say that carmax was not wanting to pay the bill and I would be responsible for the remainder. I am so pissed because I bought a large extended warranty and am only supposed to pay a $75 deductible out of network. Well I had to pay $100 more because Carmax was rewording they way the warranty read and something about their labor pay regulations. Anyway, to sum it all up DON'T BUY FROM CARMAX because if you need warranty work it's going to be a hassle and Carmax will screw you one way or another.

Read full review of CarMax and 1 comment
Hide full review
1 comment
Add a comment
S
S
Sean J
Tampa, US
Feb 12, 2009 9:32 am EST
Verified customer This comment was posted by a verified customer. Learn more

Although I realize that theres a possibility that there may be good reason that your claim was denied, I still appreciate you sharing your experience. Yours and a lot of others has helped me to determine that I should probably seek elsewhere, possibly the manufacturers dealership to buy my car because the warranty is so very important to me. I have had problems in the past with extended warranties, and I need one for peace of mind, so I have considered greatly the warranty experiences when choosing where to buy my car. People like you have probably saved me hours of aggrevation and expense because you took the time to post your experience. thank you.

CarMax Customer Reviews Overview

CarMax operates as a used car retailer, offering a wide selection of vehicles across various makes and models. Their services include car buying, selling, and trade-ins. Customers can browse the inventory online or at physical locations, with options for financing and extended service plans. CarMax also provides car appraisals and buys cars from individuals, even if they aren't purchasing a vehicle from the company. The buying process is designed to be transparent, with fixed prices and no haggling.

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.

How to file a complaint about CarMax?

Here is a comprehensive guide on how to file a complaint against CarMax on ComplaintsBoard.com:

1. Log in or create an account:
- Start by logging into your ComplaintsBoard.com account. If you don't have an account yet, create one on the website.

2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue you have with CarMax in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with CarMax. Include key areas such as transactions, steps taken to resolve the issue, the company's response, personal impact, and nature of the issue.

5. Attaching supporting documents:
- Attach any additional supporting documents that can strengthen your complaint. Avoid including sensitive personal data in these documents.

6. Filling optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission process:
- Submit your complaint by clicking the 'Submit' button on the ComplaintsBoard.com website.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.

Ensure that each step is clearly defined and structured to guide you effectively through the process of filing a complaint against CarMax on ComplaintsBoard.com.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact CarMax customer service

Phone numbers

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

Website

www.carmax.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with CarMax?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with CarMax Customer Service. Initial CarMax complaints should be directed to their team directly. You can find contact details for CarMax above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about CarMax. Discuss the issues you have had with CarMax and work with their customer service team to find a resolution.