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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.
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CarMax reviews & complaints 363

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A
12:17 pm EDT

CarMax sold me a wrecked car and didnt tell me!

In October 2010, we purchased a 2010 Dodge Caravan from Carmax. I totally bought into the 126 point inspection bs and it never even crossed my mind that they would rip us off!

6 months later, I am wanting to trade it in for another car at another dealership and to my surprise they tell me my vehicle has been wrecked!

Are you serious?! We bought this car from Carmax with only 2k miles on it. "Good as new" they said. And now my trade in value is horribly low! I cant wait until they open tomorrow to blow up their phone line. I am so angry and so disappointed. I really trusted the Carmax name.

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MrsB512
Austin, US
May 25, 2011 4:28 am EDT

The new dealership is feeding you a line to give you less on your appraisal!

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E
2:32 pm EDT

CarMax sells junk

On May 29, 2006, I purchased a 1999 Volkswagen Passat from CarMax for $13, 011.85. The exterior of the car appeared in excellent condition and the interior was appealing as well. The mileage on the vehicle at the time of purchase was 85, 221. I was concerned with the mileage being so high, but the salesman assured me Carmax thoroughly checked this vehicle before placing it on the lot for sale. He suggested I purchase the extended warranty and I did for $1, 169.00. What I wasn't prepared for, was the insurmountable repairs and return visits for service that began on July 21, 2006, just 2 months after purchasing the car. There were a dozen subsequent visits within a year and a half totaling over $5, 000.00 in repairs that were not covered under the warranty. Today, there are still repairs pending on this vehicle with an approximate cost of over $3, 000.00 and it cannot pass emmissions testing. Essentially, this vehicle was never reliable or dependable and never served its purpose. Soon, it will be of no use to us because the granted extension on the emissions service will run out in May, 2009. I have been widowed for 11 years and have raised 4 sons on teachers salary. This car was intended to get my sons back and forth to sporting practices and games, school events, their part-time jobs, and college. I still owe approximately $7, 000.00 on this car and basically, the car is only worth $3, 500.00. I met with the manager of the Carmax Service Department on March 21, 2008. We went through the file I accumulated; discussing the date of service for each item, the mileage at the time of service, the necessary repairs, the expense of the service, and the pending repairs. He mentioned, 'Carmax would give me an estimate to buy the car, but indicated since it was over 100, 000 miles, it wouldn't be much and certainly wouldn't be enough to pay off the balance owed.' He stated also, 'he did not think Carmax would buy me out from under this car.' I told him I saw negative feedback on the internet about Carmax and I would do the same. He didn't seem concerned. I told him I got the Carmax Corporate Headquarters information off the internet and was going to contact them next. He said, 'they will only tell you to talk to the service center where you purchased the car.' He said, 'he would discuss my concerns with the other service manager and get back to me.' I never heard from him. One week later, I filed a complaint against Carmax with the State of Maryland, Office of The Attorney General, Consumer Protection Division. Unfortunately, they were not able to help because the vehicle was over five years old when purchased and over 60, 000 miles. However, they did contact Carmax's Legal Department, who felt they met their obligation to me under the Limited Warranty and declined any relief related to the vehicle. I filed a small claims lawsuit against Carmax in the District Court of Maryland. Judgement was granted in favor of Carmax on October 24, 2008. The judge said, 'I failed to provide an expert witness to claim the repairs rendered to the vehicle were most likely there at the time of purchase.' I have appealed this judges decision. My advise to anyone who has read my story, is to avoid purchasing a used vehicle from Carmax. They spend millions in advertising. How could they not offer assistance to a widowed mom and teacher; a mother, raising 4 children on her own on a single salary? I will NEVER patronize CARMAX.

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MrsB512
Austin, US
May 25, 2011 4:34 am EDT

Problem one is you bought a Passat. Carmax is actually going to stop selling all Volkswagen products because they have so many issues. Do your research, its not carmax, its the company who made the car. Second, if you owe $7, 000 after owning the car for five years and you only bought it for $13, 000, that was a poor financial decision in that it should be paid off by now, so you would be ahead by $3500, which by checking the value of cent per mile value from the mileage you bought it at and how long you drove it for what you paid, that's a really good deal. Next time if you need a car and have children and not large funds, one would strongly recommend to buy a Japanese product before European!

ComplaintsBoard
N
9:08 pm EDT

CarMax tried to rip me off

Disclaimer: I was laid off in April 2009 and anyone else that has been knows that when you lose your job your credit goes with it.

After 6 trips to the dealership trying to obtain financing, paying $200 to have a vehicle shipped & submitting all required paperwork, I was approved for financing on 1/31/11. I was working for a tax office (temporarily as I do every year) making $150/day before taxes, 6 days a week. THEY WERE MORE THAN AWARE THAT I WAS A FULL-TIME TEMPORARY EMPLOYEE THERE. My initial salesperson was an *** cluster### named Chas Keithan. He was working a 2 weeks notice & had no problem telling me so. The person that ultimately sold me the vehicle, after hours might I add, was Steve Young (decent guy).

On 2/9/11, Bill Stevenson (the rude, *** sales manager) called me to advise that my financing was not approved & I needed to return the vehicle. From the date of purchase to the day I received this call, I had taken the vehicle back twice for minor repairs & no one said a word. The very same day I received a job offer making 40k/year and had an offer letter as proof. I explained this to Bill the ***, faxed him a copy of the letter, along with proof that I had already purchased a tag & insurance for the vehicle. APPARENTLY, I wanted the car if I paid $200 to have it sent to me. He rudely told me I had to bring the car back anyway. I paid a $3000 down payment by the way. I said fine & asked when I would get my down payment back. His response was that he was not sure. CarMax took the down payment money from my account less than 12 hours after I wrote the check (the money was gone when I woke up on 2/1/11 & remember I wrote the check at about 10 pm) so I had a problem with the I don't know ***.

After many attempts to work out a deal with CarMax to avoid returning a car I loved & not having a way to a job I JUST STARTED (on 2/21/11) I said I would return the car if (AND ONLY IF), they returned my down payment just as fast as they took it from me. The general manager Oscar Kummerlowe began calling me at this point to work out a deal. The terms were to bring the car back, get a loaner car, & they would run my financing again when I received my first paycheck (on 2/28/11). I agreed IF AND ONLY IF, he would give me the agreement in writing. He would not so I refused to take the car back. Someone named Sharon from the corporate office, alongwith other CarMax employees kept calling me asking when I would bring the car back. Not once did anyone call to try & help me or even make the sale. All these vultures wanted was their car back. CarMax sent a letter to my home FedEx demanding the car back or they would repossess it & threatened to report to the credit bureaus on me. I got an attorney.

After CarMax received the letter from my attorney, they called me on 3/11/11 to advise that they had cash in the store & would give me my money back in cash if I bring the car back that day. Luckily, by that date, I had already obtained financing at another dealership for a better car, better terms, a lower payment, AND I picked this vehicle up on the same day. I returned their piece of *** car, got my money back and drove into the sunset in my new car.

My problem is this.. Why wasn't financing cleared before I left on 1/31? Why was I told initially I would have to wait 10 days to get my money back? Why wouldn't they give me the terms about the loaner agreement in writing? Why was the solution so simple after I got an attorney? But you know what? It all worked out in MY favor. I will scream to the blue skies to NEVER deal with CarMax. I won't.

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5:44 pm EST

CarMax rip off

I purchased a car in december from the charlotte nc carmax. you have 5 days to return it. day 6 the car started having issues. carmax then told me "the market has changed" and we can offer you 7 grand less than what you paid SIX DAYS AGO.

i contacted carmax care to find out what could be done... couldn't ever reach a person who could tell me anything about my policy. they did not respond to my emails at any point.

when i traded in my car, it needed new tires. they deducted that from what they were willing to pay for my car... reasonable. today i went to a tire dealer b/c one of the tires had a slow leak. turns out THERE ARE USED TIRES ON THE CAR.

the tire employee showed me exactly how bad they were and said the tires were dangerous and there was no way they didn't see it 3 months ago. and of course it isn't the dealerships problem and they could care less.

don't buy from them unless u want to get a POS car and enjoy getting screwed.

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NicP74
, US
Dec 03, 2009 9:56 am EST

I have been a long time customer of the Raleigh, NC store. I was planning on buying my 4th vehicle from them. I paid $349 to have a vehicle transfered, So far, so good. Then I got the surprise. When they appraised my vehicle it was so low I offered to buy 10 of them at that price to turn a nice profit. They were $3, 000 below NADA "rough"trade value on a clean trade. The sales rep was a goober. The people greeting us at the entrance were rude. It was the worst experience I can remember.

I ate the tranfer fee and went to a dealer (which I usually detest) and had a great experience. I got fair value for my trade and a great deal.

Great deals at Carmax are gone. Times have changed. Carmax is a low end, terrible, sleezy used car pusher. Never Again!

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I
5:46 pm EST

CarMax wrote me a bad check for $25,000.00

Took a SL500 to Carmax in Plano, TX to sell. Got $25, 000.00 for it. Took the deal. Went through all the paperwork, signed in all the places told, got a check (they call draft)and left. I deposit the check a couple days later, and a week after that, I get a call from my bank that the check was returned.

I ask if its stamped NSF. Bank officer says strange, it doesn't have anything stamped on it. So off to call Carmax. Of course this all occurs during the snow storm that hit during Super Bowl. The Plano office is closed due to weather. I call corporate. They are worthless. Finally after I threaten to call the local DA's office and State Attorney Generals office I get a call back from the finance manager at the Plano Carmax.

He goes on to tell me how he saw the mistake, but had no way to contact me. (BS). Long story short, they put a stop payment on my check because where he says that where I was directed to sign the title, was in the wrong spot. So after me telling him what I thought and it was all BS, he could have called or tried, he said he'd see if the Houston Carmax could overnite me a check. I get my bank officer on the phone (3 way) and have the bank officer give the Carmax manager the banks address to deposit the check to rather than to me and then to the bank. The bank is pissed I have a bad check of $25, 000.00 that got returned, so I want them to know it isn't my fault. Everything I did was in good faith.

So ask the manager, why are you overnighting me a new check if my title is still incorrect. His response, "I hope you'll work with us".

I'm still waiting on that check.

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rangem
stockton, US
Mar 21, 2012 7:59 am EDT

i had the same problem at tinley park illinois except it was for 29.000 they advertise they issue you a bank draft this is a lie they give you a regular check mine bounced to then they sent a cashiers check i deposited it they refused to even say it was wrote on their bank its been over 60 days they still have my car and title and all i have are worthless checks

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T
12:22 am EST

CarMax does not do a full 125 point inspection as stated

Bought a truck on Jan 20, 2011. 4 days later, tie rods replaced and alignment needed. One week later rear axle leak. All supposedly checked during 125 point CQI inspection. Service mngr tells me they actually don't check everything unless technician feels the need. How do you check tie rods or alignment without lifting vehicle up or putting on alignment machine? Had these things been done, they also would have noticed rear axle leak. Talked to Service manager and he tells me I aggrevated the axle leak by towing a 1000 lb trailer 3 miles. Called Customer no service. No help. Will be talking to attorney next

STAY AWAY FROM CARMAX !

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2:59 pm EST

CarMax worst experience ever

In 2009 i baught a 2004 chrysler sebring from carmax. Sice iv had it carmax has spent over $10, 000 in repairs on my warranty.Its been in the shop 3 times in the last three weeks, I have begged them to get me out of it. The best they can do is give me $4000 trade in I owe $8, 500, and with there high interest rates i cant afford the payment.Also I really dont want to buy any thing from them again. So far corporate wont even call me back.This car is absolute junk, from elect, to mechanical. Carmax is the worst company iv ever seen, run for your life dont buy from them! This car is unsafe, and i think they know it.They should its been in there shop enough times.

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3:36 pm EST
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CarMax dishonest employes & management

About a year ago, Car Max advertised online a 2003 Land Rover for $13, 000. My wife was interested in the vehicle and we went to check it out, by the time we arrived it began to storm and we decided to talk to the sales man about the vehicle, of course we were told that another couple was interested in the Land Rover and they were supposed to arrive in approximately 2 hours. I advised the sales man I would like to test drive the vehicle but with the storm, I wanted to wait until it passed. My wife showed the sales man the online amount for $13, 000 he said it was an error but he would check to see if the manager would honor the quote. He returned and said the manager will honor the $13, 000. We told the sales man we would come back after the storm and test drive the car. An hour later we went back to test drive the car, the sales man said sorry; it was sold to the couple that was interested. After several minutes of arguing, we went to the manager who said nothing they can do. When we got home, my wife went online and the same Land Rover, model# and stock# was for sale, this time the online ad was for $15, 600.00. We called and guess what, nothing but runaround. Word of mouth is the best advertisement, and we have nothing good to say about Car Max.

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12:33 pm EST

CarMax bad car/bad service

I bought a 2008 Infiniti G37S on Friday, on Saturady the car is completely dead, does not start, doors do not unlock, trunk does not open. Called on Carmax on Saturday, said to call a tow company to bring car in and would give me a loaner. Tow company does not arrive for three hours, get to Carmax and my Sales Asssociate is too busy to see me, Sales Manager is too busy is at lunch. I go to Business Office and no one there who can help me, so I tell them I want to return the car. I ask for my down payment, and they refuse to return the check I wrote less than 18 hours ago, and say it will take 10 business days to return my money, so I have to stop payment on the check. I sign return paperwork, and, then, the sales associate and manager have time for me, but then it is too late. I was treated poorly with little concern for selling me a car for $27, 000 that does not start.

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4:22 pm EST

CarMax nightmare

My wife was looking for a vehicle and found a Toyota she liked online at our local CarMax. We went to look at it one evening and everything looked good. We viewed the carfax and were happy to see there were only two owners and no accidents. I like the car but wanted to take some time to think about it.

The next day we decided to purchase the vehicle and the salesperson said we could come down that evening to pick up the car. We chose to use the CarMax financing since we would only be financing half of the cost. We went through the application process and were easily approve for the amount. We asked the salesperson if we could use a personal check for the down payment and they assured us this would be no problem. We made out the check and we presented it to the salesperson.

The next thing that happen really caught me by surprise. The salesperson asked us to log-on to our personal online bank account so we could prove to the manager that we had the money in the bank to cover the check! Unbelievable! I asked them if this was normal procedure and they indicated that since the banks were closed this was the only way to confirm the funds. I was not insulted by questioning if we had the funds but asking me to log on to my bank account using THEIR computer was very concerning. Not only did I NOT want some stranger looking at my bank account, I also didn't feel it was safe to use a "public" computer to log into my online account. I would be putting my trust not only in the salesperson and manager but also any other person or IT personnel that has access to the that computer and network. I told them I was not comfortable doing this and asked if I could use a credit card. The answer was no. I asked if they could just hold on to the check and call the bank in the morning and then I could pick up the car the following evening. The answer was no. I wished the sales person would have let me know about this before inviting me down. Frustrated I left without the vehicle.

The next evening I returned with a cashier's check. CarMax happily took the check and we left with the vehicle. The very next day - and the first time we saw the vehicle in the daylight, my wife and I noticed some paint abnormalities on the passenger side of the vehicle. Upon closer inspection it became obvious the entire passenger side, from the front fender, both doors and the rear quarter panel had been re-painted; and quite poorly I might add. This is when I got pissed. Using CarMax was supposed to be an easy, honest up front way to buy a vehicle. There is absolutely no way these car sales experts didn't know this car had been painted from front to back on the passenger side. They just chose not to inform us of this. I took the vehicle back that evening and made use of the 5 day return policy. Of course this process took almost as long as buying the car. Very sad.

I'm not saying don't use CarMax. I'm just sayin - don't treat them any different than what they are; Used Car Salesmen.

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1:43 pm EST

CarMax ripped me when they appraised my car!

I took my car to CarMax for an appraisal and they offered me almost $3000 less than 3 other dealerships. I didn't care that much at first b/c they didn't have the car I wanted in their inventory. Now they do. I called back and asked to speak with a manager, they refused and only gave me BS reasons to why their appraisals are so low. I can't get a car from another dealership here b/c they don't offer AWD. Now I have to wait till I move up north. Which I would rather do than purchase a car from those thieves!

Both my husband and I have purchased a car there in the past. This was about 5 years ago. Everything was smooth. Now, if you look at their prices they are much higher than other dealerships, and obviously their appraisals much lower!

Not a good experience!

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AnonAnon123
, US
Jan 16, 2017 4:35 pm EST

Purchased a 2005 vehicle from Carmax at 19K miles. Had them appraised the vehicle in 1/2017 at 93K at same Carmax. They appraised it for $700 only. Edmunds and Kelly Blue Book estimated it be $2, 300. Everything was the same except upgrade on SiriusXM w/ GPS Navigation screen and a Eckhart Wielding and Hitch Upgrade for bicycle rack use only with lifetime warranty. They said the hitch add-on was considered frame damage. Go figure. What's worst. Found out the vehicle Carmax sold us at the time didn't show accident on the Carfax report only until 9 months later. Told them we never had any accidents. The sales guy just did the 'I don't know' gesture.

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unhappy with carmax
, US
Apr 08, 2013 3:27 pm EDT

my husband took our 2008 Dodge Ram 1500 Bighorn Edition to Carmax after seeing many commercials for them stating they'll give you a "fair market value" offer and a promise of "inspecting the vehicle while you watch". of course we didn't believe the "fair market value" but thought we'd at least get an offer for trade-in value, which was 11, 900.00 according to NADA and KBB. they offered us 9500.00 stating damage to the vehicle. this truck has never been in an accident and we tried to see the damage they were talking about but it just didn't exist. also my husband was not allowed to watch the inspection. what a joke! their offer was nowhere near fair market value which is 15, 900.00 according to KBB and NADA. the salesman said they "had to cover their overhead and they would only be able to sell it for 15, 000". my husband laughed at them and told them they are selling 2 trucks just like his on their lot for 17, 000.00. he also said their overhead is not his problem, told them what a joke they were and left. we will never do business with them!

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10:28 pm EST

CarMax scam company

These people want top dollar on the vehicles they sell and use this "no haggle" price crap to make you feel like they are helping you by overcharging you. I recently went to the Henderson NV location and looked at trading two cars in for a nearly new one. I was told my 2002 Mercury Cougar was worth $1500, they sell online all day long for $3-4K. Then my 2002 Lincoln Navigator fully loaded 4X4 with $1200 tires was worth $3500, I found them listed online here in Vegas for $8-10K and all had over the 75K miles mine did. So then I was told they couldn't deal with the price of the 2007 Mazda 6 I looked at...$16, 000 really was the best they could do. Later I found out it was a former rental car too. I looked at a value package Mazda 6 in 08 at the dealer and they were $18, 000 new. This is not the first but most recent time I went to Carmax and left asking myself why I bothered to waste my time. It is easy to buy here but trust me you are getting ripped off. In my opinion if they ask for high perfect condition retail value they better at least give me close to private party on my trades. I was told that KBB is estimating high to get people to want to buy cars and into dealers. Yet when the price for their car was over KBB retail they could not explain that one. You have been warned.

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2:33 am EST
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CarMax service and warranty are crap

I purcharsed a 2003 Nissan Altima at Carmax August, 2009. Right after I got it, the check engine light went on and we took it in. They said it was an O-2 sensor and a vacuum cylinder leak. They never checked the catalytic converter when they replaced the sensor. October, 2010, the check engine light went back on. I took it in and it's been hell since. The warranty company refuses to fix the car and Carmax refuses to take responsibility for selling me a car with problems. The catalytic converter apparently broke apart and sent pices into the engine. So I need a new engine. Even as the tow truck was taking my car off to the Nissan dealership, the jerk at Carmax actually had the nerve to tell us that they stand behind their cars the entire time a customer owns it. Oh please. If they stand behind it, it's to help you push it onto the tow truck. To add insult to injury, the front tire is now flat too. It was fine when I took the car to Carmax.
Needless to say, I will see them in court.

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upset110202
VANNUYS, US
Aug 03, 2012 2:02 pm EDT
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I agree with those complains I am in the same situation I purchased a Volkswagen Jetta 2006 I havent had it for a year & it has been the shop in several occasions for Electrical Issues for my gas tank not allowing me to pump gas in it for a broken motor on one of my windows which they did not even bother to let me know the extended warranty is now taking care of the window, but the electrical problem Carmax nor Volkswagen can find it they both say it is good it doesnt have anything, but when I get it back it starts all over again gosh it sucks when you are paying for a car you can not even enjoy :(

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11:38 am EST
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CarMax carmax scams

I PURCHASED A VEHICLE FROM CARMAX IN OCTOBER AND WHEN PURCHASING THE SALES REP KEPT PUSHING ME INTO BUYING AN EXTENDED WARRANTY FOR $5, 000, AFTER SEVERAL PERSUASIVE REQUESTS, I ACCEPTED. A MONTH LATER, I VISITED WITH MY FATHER ABOUT THE EXTENDED WARRANTY AND SEARCHED THE INTERNET THAT INFACT MY CAR STILL HAD THE MANUFACTURER'S WARRANTY, WHICH COVERED MORE THAN THE WARRANTY I PURCHASED. THE NEXT DAY I WENT IN TO CARMAX AND ASKED HOW I CXL THE WARRANTY. I WAITED AN HOUR AND FINALLY SOMEONE ASSISTED ME. SHE SAID SHE COULD NOT WRITE A CHECK TO ME BUT WOULD WRITE A CHECK TO THE LEINHOLDER FOR THE REMAINING 1200. IN THREE MONTHS FOR A 3 YEAR WARRANTY IT HAD DROPPED FROM $5000 TO $1200? I TOOK MY PAPERWORK AND LEFT AND ASSUMED THAT A CHECK WOULD BE WRITTEN TO MY LEINHOLDER. A YEAR LATER I CONTACTED MY LEINHOLDER FOR A PRINTOUT OF PAYMENTS MADE ON MY VEHICLE. LOOKED AT THE PRINT OUT AND THERE WAS NO PAYMENT EVER MADE BY CARMAX OR ANY SUBSIDARY. CONTACTED MY ARLINGTON CARMAX STORE AND WAS TOLD TO CALL CORPORATE. I CONTACTED CORPORATE AND LADY WAS VERY RUDE AND SAID I WOULD NEED TO FAX DOCUMENTS AND DID SO. I CALLED HER BACK NEXT DAY AND SHE SAID THEY SHOWED NO RECORD THAT I HAD MADE ANY ATTEMPT TO CXL. THE PAPERWORK I SENT HER WAS IRRELEVENT BECAUSE ALL IT SHOWED WAS THAT I MAY HAVE CHANGED MY MIND BEFORE FINAL DOCUMENTS WERE SUBMITTED. MY PAPERWORK SAYS CXL WITH MY SIGNATURE AND STORE FINANCIAL REP SIGNATURE AND ONE OTHER PERSONS SIGNATURE. DO NOT PURCHASE VEHICLE OR WARRANTIES FROM CARMAX-COMPANY IS A FRAUD!

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7:12 pm EST

CarMax sells lemons

We purchased 2 cars from Carmax in the last year and one was a lemon and Carmax won't even return my phone calls. The 2007 Hyundai Veracruz seemed to be a great car that would accommodate our large family. I purchased a 12, 000 warranty from Carmax with the car and while it was still under warranty the transmission was slipping - making an occasional knocking sound. We brought it in, they claimed to have done something to correct the problem but soon after it came back again. This time though we had exceeded the 12, 000 mile warranty, so they set us up directly with Hyundai to have them take a look at it. They found and corrected it, but this time we had to pay the bill even though Hyundai never corrected the problem previously. The worst part though, is what Hyundai told us about the car. It had 5 outstanding factory warranties. I guess this is not the biggest deal since they were able to apply them, but why didn't Carmax do this when they owned the car? But the biggest issue they found is that the electrical system in the car has a different VIN number than the car - it's not a Hyundai electrical system! So we have unexplainable problems with the car, like the driver's seat will lay back but then it won't go back up again. I discovered this when driving to an airport to pick someone up. I laid the seat down to rest since I was early and then could not raise it up again. Imagine the safety issues if someone has to drive a car without the support of the seat back. I'm just livid with Carmax for selling us a car that had a major issue with the electrical system and they won't even talk to us. I will never shop with Carmax again and will discourage anyone I know from doing so. They sell this trust and no hassle thing, but you don't know what kind of trash they are selling you. And if you do discover something, don't expect them to even talk to you!

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jody Huerta
Las Vegas, US
Jun 02, 2015 11:05 am EDT

We have purchased two vehicles from carmax. Two different cars same problems. On the 2007 BMW after having it two years the power steering pump went out then the struts went out then the brakes went out then the thermostat went out. The transmission is having issues now. Called carmax no one has returned my call the repair costs equal $12, 000 so far and still have 3yrs of payments to go. I purchased the car in 2011.
When does it end. My car has been a nightmare. Also a leak in the coolant hose. Really?

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1:36 pm EST
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CarMax transfer fees

We are in the market for a blue, [protected] Toyota FJ Cruiser. Found one in two locations; Nashville & Georgia on Car Max's website. My husband called on 11/20 and spoke to Renee at the Knoxville location. After some discussion, she said the vehicle could be transferred and we would be contacted upon arrival. The next day on 11/21 Renee called my husband and told him that they could not transfer the vehicle unless we had the intent to buy. When my husband told her the reason we wanted to drive it first before buying (duh!) Renee told him that we should find one in the area and test drive it and if we liked it, they would transfer the vehicle. My husband told her that there was no way to compare driving a new vehicle to one that's 3 years old. Renee said that they could not transfer cars everytime a customer wanted to take it for a 'test drive' and that her manager said she could not make the transfer. She also stated that the vehicle had several blind spots...my husband asked what that had to do with them bringing one to Knoxville and she could not give a legitimate answer.

I got online and checked out their transfer policy and feel that their claims are false advertising. The policy for transfers even states that you are not obligated to buy the car once its transferred, nor did the policy state that you must commit to buying the car before a transfer is made. There are transfer fees on some but not on others; there was no fee on either vehicle I was interested in.

In summary, Renee stated that we should test drive a local one first but what she didn't know was that I had already done that and if the vehicle I wanted them to transfer had proven worthy, we were ready to buy on the spot! I have filed a complaint with CarMax and realize it will get me no where but somebody needs to train this gal how to sell cars. Would you buy a car online without test driving it first? That's what CarMax wants you to do!

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Jimmie Harris
, US
Nov 30, 2017 7:32 am EST

I transferred a car from sacramento California, when it got here I was told it had been here several days working on the emission, then told that I couldn't test drive it until then, then was told the second key was being made when my wife and I got there, only one key so we test drove it. My wife says do you smell that I said yes, so we got out and you could actually smell it. The trunk noise was terrible you had to turn up the volume to avoid the noise, the salesman jerry said he had heard it. We told them we didn't want anyone elses problems. We told them the next day we didn't want it. And asked for our 963.00 dollars back the manager phillip said he wouldn't do it. How's that for a car your wife and I wanted all these years got it out of our savings and now cause we didn't want all those problems, they won't give our money back CARMAXX is HORRIBLE. WE'RE going to an attorney and the local news to exploit them.

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4:28 pm EDT

CarMax quality guarantee is meaningless

During the first week the car (2008 Hyundai Accent sedan) we bought from Carmax developed a ticking noise. We were concerned and brought it back, because - according th Carmax's advertising - you can return it during that first week. The service manager told my husband it was the fly wheel on the AC compressor going bad, no big deal. So my husband unwisely chose to keep the vehicle and didn't demand that it be fixed immediately. I pointed out to him that it has a 30-day fix-it guarantee and we took it back in - sadly, too late to just tell the keep the car and give us back our money - they're now telling us it's fine, just cope with the increasing noise, and bring it back when the AC has failed - after the 30 days are up, of course, so they can charge us for it.

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khawker
Chester, US
Jul 12, 2012 9:24 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I am in the same boat. Can't believe I paid over $10, 000 for a car that started making noise only a couple of months after I purchased and they want me to pay them to fix it since it has been more than 30 days. They need people to buy the extended warranty because they know it is going to need to be repaired ; (

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8:26 pm EDT
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CarMax Lack of knowledge and customer service on a service repair

The people there get paid to know nothing about cars, they lie and scam you to thing otherwise, my fiance and I bought a car in august 0f 2010 and im writing this report on oct 22 2010, the lexus rx330 we bought from them has been in the shop twice and for the second visit its been there for 4 weeks cause they couldnt figure out a 1 hour fix that I the consumer had already told them about when I dropped off the car for repairs that was under warranty... Then all they can offer is $150 gift certificate towards future repairs when they had the car for a whole month and we've made a $538 monthly payment on the vehicle... They kept the car for a whole month not knowing the problem cause they think their mechanics are more knowledgable than the customer... Then when we complained they said we need to talk to corporate about how to handle the situation, if they can offer more than the $150... Then when I call corporate they say they can only offer what the service management at the store offers... So what they do is act stupid n make no sense and point the fingers at eachother and hide behind the phone, once they got you on a finance contract they dont care about you and they lie like theres no tomorrow... To make this 2 month story short, dont buy the extended warranty cause they sell it for too much and tell you that you can cancel it, then when u try to cancel it you cant cause they say you cant modify the car loan contract, 2nd take the car to the manufacture dealer they know the car inside out... I dont even thing carmax knows how to pump air in the tires right or even change the cars oil...

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2:54 pm EDT
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CarMax people not doing their job!!

For over 2 months I watched a vehicle in a Carmax office in Hickory NC. It was a 2005 Chevrolet Trailblazer EXT and fully loaded with only 41K miles. It was beautiful. In September, on a Thursday, I saw that it had been transferred to the Greensboro NC store. That day I called and said that I would be by first thing the following morning (Friday). I went that morning and test drove the vehicle. I even drove it to AAA and had them look at it. AAA told me that the rotors were no good and the back tires looked bad. So when we (myself and the sales representative) got back to the store, these things were, again, addressed. The sales rep told me that they would take the vehicle back to the service department and have them put it on the lift and take a look at it. Within 30 minutes, they supposedly lifted the vehicle, looked at it and had "fixed" the rotors (keep in mind, I didn't know that they actually fixed the rotors at this time, since they did not tell me). The tires, they said, were perfectly fine and was within "State requirements". While we were waiting for paperwork and other stuff, my original sales rep had to leave and we ended up with a different sales rep. While with this new sales rep, the tire issue was brought up. During this debate, a manager came over and said that we should go look at the vehicle together. He looked at the tires and said that indeed they were within "State requirements". So at this point, we decided to not get the vehicle since they did not want to work with us on the tire issue. During that weekend, my husband and I talked it over and decided that we were not going to let a "good vehicle" go because of tires. We figured that we would just buy new ones within the year. So on Monday (3 days later), we went back to Carmax. While we were driving there, I called to make sure the vehicle was still there. At first they told me it was sold. Then when we showed up at the store, they told me they found the vehicle. So at this time, we're doing the paperwork and went to look at the vehicle again. During inspecting the vehicle, we noticed that the two back tires were going flat, especially the passenger one. The sales rep (a 3rd different one) said that they would get that "fixed". So we did the paperwork and then took the vehicle off the lot. On Wednesday (5 days after the first day I drove it), I went back to Carmax to drop off papers. During this time, I had them fill up the tires again. I also spoke with the original sales rep, who informed me then that they actually fixed the rotors and that after we had returned the vehicle back to the lot, they had to put air in the tires. I told him that this was strange because it meant that Friday the tires needed air, Monday the tires needed air, and now Wednesday the tires needed air. I was told at this point, that the problem was probably a result of them taking off the tires to fix the rotors. So not being a vehicle technician, I believed them and drove the vehicle home. Now a couple of days go by, and on Thursday we go by Carmax because again, my tires are going flat. The tires air pressure was at 15 and it's suppose to be 35. So they tell me then to bring it back the following morning, only when I explained how it's only been 1 1/2 weeks since we bought it and this was the 4th time filling up the tires. So Friday morning at 7:45, I went back to Carmax. I sat there for over 3 hours, until someone finally came to me and said that they would have to give me a loaner vehicle because the parts would not be in until Monday. Then they tell me that all four tires are going to be fixed. Not to mention that they also found a brake line that was backed up with fluid and it needed to be replaced. So not only did I have a problem with one thing, but now I had a new problem which was actually serious! And the problems with my tires; three had a licking valve stem, three had erosion on the sides, one had a hole in it from a nail (which was the back passenger tire) and one of the tires had erosion on the outside. Keep in mind, they supposedly replaced the front tires with new ones before we bought it. So I asked the Service Manager why did this happen and how could it set in the Hickory lot for over 2 months and no one notice this? I also asked who does the 127 point Inspection? I get told that he would take care of it and that he would speak to someone in Charlotte NC. So while they are getting my loaner car ready, I went to speak to the manager. The Sales Manager that was on the floor was a complete idiot. I started to tell him what my problem was and before I could address any real concerns, I was directly passed back to the Service Manager, since "it wasn't a sales problem" anymore. I told him that I had already spoke with the Service manager, I wanted to speak to the Manager and he did not understand why I would want to bring anything to his attention. I told him that I did not understand how it was seen by his own employees that there was a problem and no one addressed it. He then asks me "well you're getting your problem fixed, aren't you?" That was the answer, "well you're getting your problem fixed, aren't you?" But yet, they are going to give me the "we stand by our 127 point inspection" bull. So I asked who does the inspection and the Sales Manager tells me that he doesn't even know anything about my vehicle but he's sure that it will get taken care of and that he's been there for 8 1/2 years. Once I get the spill of how long he's been there and how he's going to call the Hickory NC office, I knew that he was going to pass the buck. So after this I drove off in my loaner vehicle. At home, I called the Hickory NC office to see if they had spoken to anyone about my issue and guess what? NOPE they had not. I explained what happened and they said that someone else does their "120 point inspection" and that without my "Stock Number" they couldn't look up anything. So that phone call was a waste of my time. So I remembered that the Service Manager was going to call Charlotte, so I figured I would attempt this. I call the Charlotte NC Carmax office and spoke with a Service technician. He tells me that they do not do the 120 point Inspection and that I need to call the other Charlotte NC office located in Pineville. So I call the other office and speak to the Service Technician there. She tells me there that they do not have a service station at this department and have to ship their vehicles to the other Charlotte office (the first office that I called). She also gave me some important information. She said that the so-called 120 Point Inspection should have been done in the Hickory NC office (but remember, they ship their vehicles off to another place too) and that once the vehicle was transferred to Greensboro NC Office, they would do an inspection too. She also gave me the Corporate Office number (Customer Relations) [protected]. She also understood my problem and said that she understood that the tires are getting fixed but agreed that it is the point. The point that someone did NOT do their job in the first place. So I called the 800 number and she gets my information. She tells me that they are going to investigate the issue but wanted to make sure that the problem got fixed. I told her that I should have known better since I read the reviews about the Greensboro NC Carmax, and her comment was "yeah but at least most of those people's problems got fixed". I asked her about a guarantee that this problem would not happen again, especially when they were just patching up my tires and not putting new ones on. She never mentioned anything about a guarantee, instead just asked if the Greensboro office was fixing my problem. I again, stated to her, yes that they are fixing my vehicle but where is my guarantee that this won't happen again and that it's the point. The point of my problem is that someone did not do their job! My point is that we saw a problem in the first place and they refused to fix it. My point is that if they had never taken the time (the forth time) to look at my vehicle, I would have never known about the Brake line being messed up. My point is that not only did one place not do their wonderful 120 Point Inspection but another place did not do an inspection either! My point is that by someone not doing their job, it could have caused us to have an accident. My point is that it's not just my life that could have been in an accident, but my 9 year old son, my 2 year old daughter, my 2 month old baby boy and my husband. These people don't give a ###. All they're worried about is a sell. The worst part about the whole thing is that I mentioned this to everyone in the beginning. And I was nice! I never once yelled, I never cussed at them, I never got pushy, I never did anything to cause an issue to where they needed to be mean back. I was so nice to them and they still did not give a ###. Being nice to them did not pay at all. So after all this, I called the NC Department of Transportation office who gave me the Greensboro D.M.V. office number. Here I can file a complaint towards the Service department. I don't know if anything will get done with any of this, but I hope that someone takes the time to listen. Carmax is not a good store! They do not take care of you like you think. Trust me, I did not believe the reviews either! I thought that it was just unfortunate mishaps that I wouldn't get, but I'm now the one sitting here writing a review for myself. Avoid Carmax, it's not worth it!

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Brimms
Tallahassee, US
Oct 19, 2014 11:36 pm EDT

It's sad but true. I worked at Carmax as a tech for several months and the condition of some of the tires that they considered acceptable were horrible, with some as little as 2/32" tread remaining. Then, when they do replace tires, they use the cheapest tires they can find, usually Chinese tires such as GoodRide. These cheap tires roll great for the first few thousand miles, but later on in life will break belts, require balancing, and it some rare cases detread. Carmax location #6052 in Saint Peters, Missouri even flipped tires on a 3/4 ton diesel pickup truck to hide dangerous cracks in the tread and sidewalls of the tires. It's a shame, and quite dangerous too.

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corpgreed
, US
Sep 06, 2012 11:02 am EDT

I cant understand why the car was ready for sale? Carmax should have put money in this car and fixed all the problems. They did not, and now its going to ruin thier business because all the people who are potentially looking at cars will think twice about going to carmax. How can they say one thing, and do another? I love how the answer is oh, we will fix it! On the customers time and not only that, but after you buy a car the last thing you expect is to have problems. The voc (voice of the customer) was not a positive one, and its probably the sales consultants fault! lol

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8:33 pm EDT
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CarMax fired

I worked for carmax for a few years as a sales manager, In 2009 when things got tought they first told us we would not get our raise and that we would have to work more hours. Then I had a customer that attacked me while I worked, To defend myself I pushed the man back and got fired for touching the customer, The store manager was a ### and called me on the phone and fired me. I filed a lawsute with a attorny who later said that fed judge ruled in favor of carmax with out my day in court.can you smell a dead rat! CARMAX IS NOT SMART!

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Brimms
Tallahassee, US
Jul 20, 2014 12:53 am EDT

Couldn't agree with this more. I worked at carmax for nearly a year, and it's amazing to see what they do to cover up flaws. They ended up firing me because the jam nuts on the inner tie rods weren't tightened on an alignment that I didn't even do!

They flip tires to hide cracking in the tread and sidewalls and allow edges of tires to be literally bald as long as there's a section of 2/32" tread remaining, because "it meets standards". Then, if tires do need replacing, they use cheap Korean and Chinese brands like GoodRide.

Oil leaks are just sprayed off with brake clean instead of being repaired because, as one of the lead techs said, "it will be a while before that starts dripping".

Numerous junkyard parts are used provided they're not already defective in the first place, and they buy the cheapest parts available, unless it's a dealer only item. I personally saw three wheel bearings that were loose right out of the box.

Associates are pressured to keep up with the expected production numbers, and as expected, errors are made. Whether it's something as simple as cosmetics to extreme as loose lug nuts.

I would advise anyone considering a position as an automotive technician there to be prepared for things you've never seen before. From not aligning a vehicle after replacing a steering gear to drilling holes in headlamp assemblies to drain water instead of replacing them, this place takes the cake. If you want to be proud of your work as a tech, avoid this place.

For customers? Ha! Sorry, but I feel bad for you. You're paying top dollar for a car that looks great on the outside, but if any repairs have been performed on the vehicle, don't expect them to last.

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.

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