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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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9:25 am EDT
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CarMax poor service/ poor product

I originally purchased my 2005 Ford Explorer from CarMax at Town Center in Kennesaw, GA in June of 2008. From the moment I purchased this car, I have had problem after problem after problem. On July 30, 2008 the tail light began to blow out every time it was replaced. I brought the car in for the repair of a fuse issue which, was resolved with little problems. Little did I know this was the start of a nightmare of car ownership.
On September 22, 2008 the transmission felt like it was slipping every time we drove; the car stalled when it was idling for more than a few seconds and the “check engine” light stayed on. The Kennesaw CarMax service department had a very difficult time repairing this issue; they had to send the car to a dealer for a PCM reflash, a replacement of the harmonic balancer. When this issue came up the service department required me to drive around and give details of all the oil changes that were completed while I owned the car. They told me at that time that I had to “prove” that I was taking care of the car. This is insulting. I obviously was, but I did not appreciate being lectured and being accused of doing something wrong, which I hadn’t. Once we gave the technicians the proof that every oil change had been completed every 3, 000-3, 500 miles we were taken as “warranty customer.” Treated like them too! May I remind everyone, CarMax is the one who sold me the warranty for an extra 57.00 dollars a month with my car payment.
During the next few months there were slight problems, but I was able to fix these myself. These include repeated issues of blown fuses, a headlight that would not stay on, and rotor issue.
On July 6, 2009 (just over one year from my purchase) the vehicle shook every time I pressed on the brakes and the car felt like it was slipping every time it switched gears. I need not point out that this is a repeat issue. This was the first time in my years of buying from CarMax that I felt discouraged, frustrated and angry. While the CarMax service center technician was test driving my car for the complaints that I talked of, the car stalled and the engine went out… and the service techs had to have the car towed back to the service center. This car needed the following: a new seal kit; a new timing chain; and an entirely new engine; AND A NEW TRANSMISSION. AGAIN. It was during this time that I was forced to rent a car for more than 30 days while CarMax “fixed” my car. I received my ½ my credit back to my credit card for the rental 90 days after this transaction. I was obviously extremely irritated but thought my car was taken care of. Little did I know this was just the early stages of my frustration.
In June of 2010 the check engine light came on again, along with the same feeling of a transmission slip that I had before. CarMax fixed the engine light but the service manager (Kristy) was extremely rude to me. This was the first time I had been treated like a lower class person, and that I was interfering with her day. My car had stalled and would not go after starting it again unless it was in 3rd gear in my front yard while my wife was trying to drive the kids to school and go to work. I asked Kristy if we could get a tow truck and a loaner car because of all of the issues we had with this vehicle. She rudely declined, stating it was NOT part of their responsibility and we would have to get it to her if she was to look at it again! So I called Mike at “Mr. Transmission” where they are accustomed to dealing with problem-prone used cars from CarMax. This garage has apparently also had several issues with Kristy. This same garage is also where CarMax had my transmission replaced 1 year earlier. Mike at Mr. Transmission was very understanding; he sent me a tow truck and was very helpful. After fixing my transmission AGAIN, he gave the car back and said he thinks there may still be some issues with that car that are causing the transmission issues. He felt that there were problems with engine that was recently put in and that I should bring it back to CarMax while it was still under warranty. While driving the car I could feel that it was still stalling and not driving very clean, almost like it was stuck in 4-wheel-drive all the time. That same afternoon I took my car to get the emission test completed. It failed.
I called CarMax that afternoon and talked to Scott, who has always been very helpful and professional. He did not have the authority to give me a loaner but was very understanding and apologetic. He stated that he would talk to his supervisor Kristy, who declined the loaner car. After numerous calls and conversations and getting the shop manager Mike on the phone, who went over Kristy’s head, I was finally able to get a loaner car from Mike the operations manager. He was helpful and understanding of our situation. Kristy was not.
The service department had our car for almost 2.5 months replacing the fuel pump, the intake manifold gasket and the check engine light sensors, along with an alignment and a ball joint repair.
I had the car for 3 days and then the check engine light appeared again. And it started running rough again, skipping, and error warning lights again started to stay on all the time.
I immediately called Scott and he had a loaner car waiting for me as they took the car back into the service department in August 2010. As you can see I brought the car into the service department in June and through August had only had my car for 3 days. Well, it got worse. From August 2010- February 2011 I never had possession of my car. I was updated daily by Scott (who was still very professional and understanding) as the service department tried to find out what was wrong with my car. They tried everything: new gaskets; a new fuel pump; replacement of thermostats; gas tank service; emptying the tank of gas and filling it back up; replacing spark plugs; radiator servicing; and finally replacing the engine, again, completely. During this time I called the corporate office (with no response from anyone) and Bill Smith (the General Manager). Mr. Smith never returned one of my many phone calls, and this is not acceptable. For this reason I am EXTREMELY disappointed. In November of 2010 Mike (the operations manager) called to update me and tried to tell me they had exhausted all options and could not fix the car and that I would have to take the vehicle back. Mike did offer to give me $10, 000 for the car for a trade in even though I still owed $13, 000 for the car. I felt I was being forced to trade in a car that I would be upside down in because CarMax couldn’t fix what they were hired to fix. This was obviously completely unacceptable and after a very long conversation, Mike agreed that he would continue to work on the car. Finally they found out the original engine that was replaced was installed with the WRONG engine. The flux fuel engine was not installed on the original replacement and the mechanics made a mistake. They also admitted to dropping the original engine put in on repair and having to order a new one that may have gotten mixed up!
I then finally received my “repaired” car back February 12, 2011.
In April of 2011 (2 months later) as it was finally getting warm, I turned the air conditioner on to find that the AC blew hot air! And again, the car seems to be slipping again telling me that there may be another transmission issue. We again called the service department and were told by Kristy that our warranty had run out a few days earlier and there was nothing they could do. KRISTY HUNG UP ON ME. This is unacceptable.
We paid to have the air fixed ourselves and found out the CarMax service center screwed up the wires and did not put things back together correctly. It cost us $400.00 to have this fixed, which was the fault of CarMax.
Two months later we had to take the car in to a service facility to get thealternator fixed, as it was bad after we only had car back from CarMax 4 months.
I called Bill Smith four times in one week, and left numerous polite messages on April 25, April 27, April 29, and May 2. I wanted to see if he could rectify the situation. He never called me back and has officially lost me as a future customer for his blatant disregard for consumer that employs him.
I found myself as of July 13, 2011 with more issues to this vehicle. Firestone ran a test on the “service car engine” light, which came on once again, and stated that it came up with numerous error codes and quoted me $1500 for repair. After many months of repairing this vehicle and a lot of our own time and money AGAIN I find myself here on March 12, 2012 with another transmission issue. The car is stuck in 4-wheel-drive again, with advance track light error and check engine light on again. The quotes to have the car repaired are quite high.

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NOT DISCLOSING
Fresno, US
Mar 31, 2012 9:18 am EDT

PLEASE DO NOT BUY CARS FROM CAR MAX IN FRESNO CALIFORNIA! THEY ARE THE WORST I COULD EVER GET STUCK WITH! I AM SO DISAPPOINTED IN THE SERCVICE THEY HAVE GIVEN ME AFTER PURCHASING A CHEVY EQUINOX 2010 DOES NOT STOP MAKING A DIESEL TRUCK NOISE! I HAVE MADE TWO ATTEMPTS TO GET IT FIXED BUT THEY HAVE FAILED TO DO SO... NOT ONLY THAT BUT THEY HAVE MADE THE SOUND OF THE CAR ONLY WORST. I WOULD LIKE TO EXPRESS THEY ARE A BUNCH OF RIP OFFS WHOM THEIR MECHANICS DON'T KNOW WHAT THEY ARE DOING! PLEASE DO NOT PURCHASE ANY CARS AT CARMAX UNLESS YOU WANT YOUR CREDIT RUINED FOR EVER WITH A BAD CAR! THEY ARE NOT CERTIFIED CARS THEY JUST MAKE SURE YOU ARE ABLE TO DRIVE OUT OF THERE WITH IT. AGAIN DO NOT BUY FROM CAR MAX! FALSE ADVERTISING!

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8:32 pm EDT
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CarMax terrible service!

I would not recommend Carmax of Plano, TX to anyone. Their website claims that they do a 125 point inspection and spend an average of 12 hours going over each car before they put it on their lot for sale. Nothing could be further from the truth.

I bought a 2008 Pontiac G6 from Carmax Plano and my experience with them turned into a nightmare. After I purchased the car, I started hearing noises from the front of the car and noticed the car wobbled when I applied the brakes. I took the car to Christian Brothers Automotive and the mechanic said that the car needed these items repaired.

All brake pads replaced
Both tie rods replaced (part of the steering linkage)
All four rotors needed to be replaced as they were warped beyond repair
Transmission fluid was dirty and needed to be changed
Brake fluid was very dirty and needed to be changed

I took the car back to Carmax Plano and left the car with them along with the list of the repairs needed. My service advisor, James, called me later that day and said that the car was unsafe to drive because of the tie rods (which are part of the steering linkage) were bad and needed to be replaced. He also agreed that the brakes were bad and all four rotors were bad.

James refused to change the transmission fluid and brake fluid and would only resurface the rotors, not replace them as the mechanic said is what needed to be done. So they put a car that was unsafe to drive on their lot for sale. What about their so-called “125 point inspection” that they claim is done on every car?

They gave me a loaner car to drive for about five days while my was being repaired. When I finally got the car back, I noticed a rattling noise coming from under the car. I took it back to them and they had to take it to a GM dealer to find out that a brake cable had come loose.

Got the car back and there was another rattling noise. Took it back to Carmax and they found that a heat shield by the muffler was loose. This was repaired.

Got the car back and noticed another rattling noise that I could hear when the windows were down. Again, I took the car back to Carmax Plano and they could not find anything wrong with it. I took it to a GM dealer myself and they found out that Carmax had replaced the brake pads with the wrong ones. The dealer installed the correct brake pads.

James had promised me he would order a replacement remote control as one was broken. On one of my numerous trips to Carmax Plano, I asked if it had arrived yet, only to find out James had never ordered it.

I had enough at this point and asked to speak to the manager, Nate. I asked Nate him for his assistance to help me get the remote. Much to my astonishment, he said “I have 180 employees and over 3000 customers per month and I don’t have time”. He said I would have to deal with the service advisor, James, to which I replied that was the reason I was talking him, because I was not having much luck with James.

I asked Nate that if I could not get this small issue resolved with James, would he step in to help. He flat out said “no”. I could not believe a manager had this type of attitude problem and wondered how someone with his personality became a manager.

I called the Carmax corporate office and spoke with a lady in customer service about everything that had happened. She said she was taking notes and would get back with me. Never heard from her but was not surprised at this point.

So with was my experience with Carmax Plano and if you don’t want to possibly go through what I went through, buy your car from somewhere else.

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CarMax sold a defective/lemon vehicle

I bought a 2006 Pacifica in 2009; I also bought their Maxcare Extended Warranty. The car has shut off without warning >20 times. It has been taken into CarMax and the Chrysler Dealers; numerous times, "repairs" have been made. Yet the car continues to shut off without warning. Furthermore, CarMax has stated they cannot recreate the problem so the car is fine. I'm afraid for my safety, the safety of my family and the safety of others driving around me. CarMax's response is there is nothing they can do but they will buy my car back for less than 1/2 of what I paid for it and less than what is still owed on the car, and for me to buy another car from them. I mean they've got to be kidding me! The Maxcare Extended Warranty is still in effect but it seems like CarMax is trying to ignore me as long as they can until the warranty expires and they no longer have to do anything. If I had the luxury of taking the car to a junk yard and buying a new one I would do it tomorrow! But here I am a hazard on the road driving this death vehicle, because it's my only means of transportation. I have contacted a lawyer; I have filed a complaint with the Better Business Bureau and the Florida Attorney General.

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1:24 pm EST

CarMax no authorization for second inquiry

Had scheduled appointment from an employee. Schedule off to meet the senior consultant. 4/20/2011 Armen, he was late. He arrived and went into his office. Ran Experian then he ran Equifax. No authorization request to remove profile. Spoke with manager Mike call headquarters. Spoke with Eisha, he said will not be removed. No one else to speak to.File the complaint to Federal Trade Commission remove from profile. Stop another dealership from finance. never have my credit ran twice same dealership. Cleaning my credit inquiry to many bring score down.

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Lariete
, US
Mar 05, 2012 5:07 pm EST

They sold me a broken car i believe they knew the car was broken, one week after i got the car i notice it was broke called them back and they refuse to take the car back. They only wanted to fix it they fixed it and it broke again. Ever since i bought the car i have been having problems they refuse to help me or take the car back.

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3:45 pm EST
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CarMax deceptive and fradulent advertising

Carmax advertises a 125 point inspection on all cars they sell. This is a deceptive and fraudulent advertising claim tha tis not worth the paper it is written on. I recently purcashed a car from them that had to have $1455 worth of service work that their 125 point inspection should have caught and they should have done the serivce work as they advertise. Buyer beware if you shop at Carmax

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5:23 pm EST
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CarMax auto

I want to make a long story short, I just want to get the facts about Carmax out there. My husband and I purchased two vehicles in 2008 and since then both vehicles have been in the shop for a wide variety of very expensive problems. The "extended warranty' we purchased was a joke and very seldom offered us any relief on repairs. The 2007 H3 we purchased has been sent from Carmax to Hummer for a problem we have had "fixed" twice. Of course this time its to the tune of $1200., on us. The service has always been horrible, and the people unsympathetic to our situation. PLEASE DON"T DO BUSINESS WITH CARMAX.

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Todd Gibbons
Naperville, US
Jul 05, 2015 6:55 pm EDT

Jacob Janowski the Ops manager is the most useless person at carmax in Naperville IL. You can find him at his desk playing games on his phone or messing around on facebook. The managers under him are just as dumb, Jason Beatty, Allen, Eric, Lynn, all useless and dumb. None of these clowns can make it at a real job that's why they're at carmax where they sell overpriced wrecked cars and beat up rental cars. Anyone that comes across these so called managers will find out how crooked and smarmy they are. This naperville location is truly the bottom of the barrel for a crappy used car lot run by clueless puppets.

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pickeral
bokingbrook, US
Apr 21, 2012 2:39 pm EDT

All managers at that location are clueless right Skip? Corporate puppet rainbow boy.

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unsatisfied worker
Plainfield, US
Apr 20, 2012 12:35 am EDT

Carmax does not sell safe cars. Technician's are honest to managers and these managers who know nothing about cars make the decision as to whether the car should be repaired or not depending on cost reports. Sad company especially Naperville IL. Location. Jacob Janowski is OPS manager and worst offender.

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4:11 am EST
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CarMax sale/service of vehicle purchase

1. Headlight - When we were going over the final checklist for the purchase of car, we noticed one of the headlights was not working. We found this to be pretty amusing as the salesman told us that no one does the check list before purchasing. My wife said I want to test everything out and sure enough the first thing we checked, did not function. SALESGUY told us that they might have one in stock but they would definitely take care of it. There was actually another gold Subarau Tribeca at the lot on the time and he tried to grab the bulb out of that one. He informed me that it was too difficult and they would have to order one. It took 2 days for them to get the bulb and they replaced so it was functioning. After a few weeks, we noticed that one of the headlights started getting water/condensation inside of the lens. I called yesterday (10/17) to ask them which headlight was touched when they replaced the bulb. The lady in service informed me that they did not know which one (after being on hold for 10 minutes). She asked me which light was having the issue and I refused to tell her which one. I felt like that was a question so you guys could say you replaced the other one. I know which light was replaced and I know it is the same light leaking. She told me that they would only change the bulb and would not touch the actual lens of the light. I am skeptical of this due to the salesman telling me it was too tough for him to switch out. I asked that the service department fax me a copy of the work order for this fix.

UPDATE: Taken back into the service department and they fixed the leak. Apparently the bulb was installed incorrectly and this caused a leak in the headlight.

2. Rubber Door Siding - When we test-drove the car and decided to make the purchase, we noticed that there were only 3 rubber siding pieces on the doors. There was one missing on the driver-side rear door. We spoke with the salesman, SALESGUY, and he informed us that they would get a 4th piece to make the car look uniform. So we thought this would be a non-issue for the vehicle. After the car was purchased, the tune seemed to change. The service department told me that they didn't have a 4th rubber siding so there was nothing they could do. They told us we could take off the 3 other pieces so the car would look uniform. I told them it wasn't acceptable. They told me that they were going to have to order a whole roll of the rubber piping so that the 4th piece could be replaced. I believe this took 3 days for the service department to complete. I have attached pictures of the 4th piece that was slapped on the car. Does it look uniform? They had told me that sometimes it is hard to match the piping exactly. I assumed that this meant they would replace all 4 of them. When I look at the other 3, it is clear that this is different.

UPDATE: I told Carmax not to worry about this since I am better off dealing with it myself. Does this really warrant 2 attempts?

3. Paint Scratch - After test-driving the vehicle and deciding to make the purchase, we noticed the scratch on rear door. We showed SALESGUY, this scratch and he informed us that it would be no problem and it will be taken care of. Again, after dealing with sales department, we thought this would be another non-issue. The scratch is about 1-1.5 inches long and is not very deep. At the time of purchase, it was clearly a scratch where some silver could be seen through the car (metal?). We go to pick up the car after a voicemail telling us the vehicle is ready. When we get there, we notice the scratch hasn't been dealt with. We were told that they were unaware this needed to be fixed. So we leave the dealership and wait until the next night. We speak with NIGHTPEON that evening and he shows us the car. We see that the scratch has not been fixed. He agrees with us and informs us of a 5 (or 6) foot rule for cosmetic issues. He said if it can be seen past that distance, it has not been fixed up to their standards. He informs us that he will talk to the service department and make sure it is fixed. The next morning I receive a voicemail from Matt in service, telling me to pick up the vehicle. I called him back and told him that we saw the vehicle last night and it was not up to par. I guess he was unaware that we had spoke with NIGHTPEON the night before and that it was going to be fixed better. I made a phone call to our salesman, SALESGUY, on this day as well. I informed him about the issues regarding the scratch. He went and looked at the car and agreed with us that it did not look up to standard. He also informed me that he had scratched the fix off himself so that they would have to fix it another time. Matt in service was telling me that the vehicle was complete up to standards and nothing was going to get fixed. I think this is why SALESGUY went to mess up the fix. We go pick up the car the next night and again the scratch can be seen from outside the 5-6 foot distance. At this time, NIGHTPEON informs us that we can go back to the lot and pick a different car because the scratch is fixed as good as they are doing it. I have attached a picture of what the scratch looks like now. The sticker is ripped due to them trying to fix the scratch and it looks 10x worse than it did at time of test-drive.

UPDATE: The car was brought back for a touch-up and it looks like they didn’t have someone from the local elementary school do the touch-up. It has held up through the car washes and looks somewhat decent. I plan to have it done professionally when it starts to deteriorate.

4. Air Conditioning - About 2 weeks into having the car, we start to notice a mildew smell in the car every morning. On a weekend trip with my wife, she noticed the front passenger seat floor was filling up with water. We found this out by picking up her expensive purse and finding it soaking wet. I had heard a sound everytime I made a turn in the vehicle. I thought it sounded like a motor but after talking with SERVICEGUY1, we thought it was the sound of water in overflow tank. I brought the vehicle in for this to be fixed. SERVICEGUY1 told me that the A/C drain was clogged with mildew and it needed to be flushed. Since this was clogged, the condensation from the A/C was filling up in tank and overflowing into my car. This explains the filthiness of this water. They flushed the system out and I picked up the car. About 2 weeks after this fix, the auto-button on the A/C has started working intermittently. Sometimes you hit AUTO and it shows max speed on the digital reader but no air comes out. I would say it is about a 50/50 chance that A/C will turn on when you would like if you use the AUTO button. I called SERVICEGUY1 about this issue about 2 weeks back and he told me to take the vehicle to their service department. He told me that it shouldn't have anything to do with their fix. He said he was going on vacation that next week but to still bring it in for them to determine if there was a correlation. I also told him why they didn't replace the mat or at least clean it since my car has smelt like mildew every day since. He told me that sometimes they send stuff down to Ft Lauderdale to get the smell out. He agreed with my that when those mats get wet, they are ruined but I said I would be happy if the smell just left the car. I don't want to spend $10/monthly on air fresheners for the life of the car. Why was it not sent down there in the first place? I deserved the vacuum and leave mats in the sun for a few hours service?

UPDATE: I brought the car in for them to fix this. They told me it was the motor that was broken but they don’t want to go ahead and fix it. After seeing all of the scratches and panel damage they did when looking at motor, I have decided the $275 repair isn’t worth having them touch the car. After spending countless nights at the store/service department, it isn’t worth the breath. I dealt with the Corporate Customer Service Department and they told me the same thing the store told me (after 2 weeks of having to call for updates because they couldn’t get a hold of the Boynton Beach store…are you surprised?).

For you guys to fix the scratch, headlight, and rubber piping - we waited almost a week to pick the car up. It looked like work orders were not even opened on a timely basis. We purchased car at 7PM on Sunday night and the car didn't have a WO opened up until 2PM the next day. My salesman told me that I would have the car by lunch the next day. If the piping did not come in, we understood we may have to bring the car back for it to be put on (or us to just pick up and install ourselves). We were asked if we wanted a loaner on Sunday night and we politely declined. We thought no reason for paperwork and waste your guys time if we would have the car by lunchtime. On Tuesday night when we went to pick up the car, it was not ready. We requested a loaner at this time and NIGHTPEON told us we couldn't have one. It seems like you guys are cutting corners (probably due to the economy) but we shopped at your location because it's supposed to be no haggle. We are getting a car that has gone through a 125-point inspection and we don't have to argue on price. We liked your business model and that's why we shopped at Carmax. I would think this inspection would find some of these issues? At least the headlight? Matt told me A/C drain isn't part of inspection but it is very common with cars in Florida that sit for a bit.

We understand that we purchased a used car. This is not a brand new car and we understand that. However, we feel like everything you guys touch causes more problems for us. Each of these 4 issues still have an issue with them. We have clashed with the service department and some of the employees in your location. We are at the point where we don't trust the work done at the establishment. I am hoping we can find a different service center for these issues to be handled. I think the only saving grace here is that the car is only a 2008 with 24k miles on it. I can be reached via cell phone at XXX-XXX-XXX.

UPDATE: DO NOT BELIEVE THE CARMAX IDEAS! You are much better off buying a car from a used car dealer that is reputable. They will stand by their car better than this. Carmax could care less about one customer, as they want VOLUME. A dealer wants you to come back and buy their next car from them. Carmax hopes you become desperate and have to buy from them since they hold such a huge inventory. I will never give them another CENT of business and I recommend everyone else do the same. Don’t believe what the sales guy tells you at this store because it will not be backed up. BOYCOTT CARMAX!

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CarMax condition of vehicle purchased

Less than a month ago I purchased a 2008 ford truck wth less than 30k from Carmax in Milwaukee, the vehicle looked good and I liked it, while driving home I noticed a horrible screaching sound coming from the wheels on turns, I became concerned but thought that perhaps the chemical that they put on wheels when cars are cleaned was the cause of the sound. I took my "new" truck on a trip with a friends and family and while driving they heard the screaching sound and felt unsafe and scared while inside my truck. I took the truck back to CarMax all they can say was that the tires were within specs and offer no solutions, I took the vehicle to the Ford dealer and spoke with a service manger and he said that the truck needed tires and that I will not be safe driving in bad weather because the tires appeared "dry rot" and worn on corners. I returned to CarMax and the same song and dance was performed "the tires are within specs" until I offered to pay for them, then they agreed to take my money. What a terrible place for business. Never again

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corpgreed
, US
Jan 11, 2013 2:06 pm EST

I worked at carmax and it was horrible to try and sell a vehicle that made noises and had vibrations. I was told all the vehicles went through a 125 point inspection and I believed them, and why not I was in training. As time went on, I noticed many vehicles had issues, and lost my confidence in trying to sell. Even if it's true that the vehicles go through this inspection, that DOESN'T mean that all issues are fixed. Buyers beware of carmax.

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CarMax no air in hot summer

Bought a Dodge pick up truck, on 5th day A/C stopped working. I brought truck directly from work in to service nd was considering turning it back in on their 5 day return policy. Agent in Service department stated needed an appointment to bring it in and it would still be under warranty in a week when they could offer me an appointent. Couldn't get an appointment until a week later and had to drive in 97 degree temperatures four hours a day back and forth to work for a week with no A/C. Took it into service and they disassembled the vehicle at 8:30 am on a Friday then told us they had 8 more hours of work on it at 2:00pm same day. At 4:00pm went back to Carmax to get my GPS I had left in vehicle and it was just sitting on lot disassembled, for how long who knows. I was told it they would be closed all weekend and could not fix it until Monday now today Monday still not fixed and they state they do not offer courtesy cars unless we bought an extended warranty at purchase. So here we are Monday and the Manager says he doesn't know when it will be ready and they don't do customer service compensation for the inconvience of having to pay for a rental car for now four days. If he gets a loaner in over the next couple days he will call. I suggested a free oil change, anything? He was adament no compensation. I am researching lemon laws in GA now. No customer service and Quality inspection is a Joke. I will be calling and writing to Corporate then if still no result I am betting the law is on my side.

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nonstick_milk
Death Valley, US
Aug 10, 2011 8:59 am EDT
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Upset customer not the first,
I understand your complaint. What started out as a simple a/c repair has turned into several days without your new vehicle. That really has to suck.
I am not defending the dealer. I know nothing about them. But I did spend many years in retail auto repair before working in a fleet garage.
I am sure the mechanic and the dealer has done everything they can to get your vehicle's air conditioning system working. Trust me, they do not want an angry customer hovering around their dealership.
Yes, maybe they didn't diagnose it correctly and it has delayed you in getting your vehicle back.
But, before seeking lemon law relief, ask yourself "Do you like this vehicle? Will you be happy with it once the air conditioner is fixed?"
If so, allow the dealership to get it fixed.
By all means, let them know you are unhappy with the amount of time it took them to fix it. Yet, thank them when it is done. You may need them for later repairs.

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6:41 pm EDT
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CarMax was severly lied to by sales person

I would not do business with Carmax dealership if it were the only one on earth. I spoke to a sales person named Ashley Shadle, who took my credit app. At that time I told her what I had as a down, 10 min later she said I was approved and to give her $49.00 transfer fee. I did as she instructed when I went to pick up the vehicle and went to do the paper work they could not use social security or Iowa teachers retirement as income making me unqualified at the rate I was quoted by the sales person Ashley. It was stated to me I had to triple my down payment making it imposible for me to qualify. After traveling over 100 miles and trying to complete the paper work after 10pm they had no intrest in helping me get a loan, In my opinion these peope are no more than cheats, deceivers and liars with the integerty of a jack ### . The people managing, operating and conducting daily business are morally and ethacally bankrupt boyals on the ### cheeks of life. gary and carol craig lawton oklahoma

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Stopbreeding
Juaca, US
Jul 29, 2011 2:41 am EDT

Where to begin on this one. First off, if you're going to write a complaint, don't make it sound like you're an uneducated ### if you want people to take you seriously. Second of all, how are they "cheats" and "unethical" by NOT trying to sell you a car? If you had to triple your down payment it prob means you were approved by a sub-prime lender which means you have bad credit. Bad credit means you would have a high interest rate, therefor CarMax would be making a ton of money off of you! So they were unethical and cheats by not making a lot of money off of you? What did you teach in Iowa? Because it obviously wasn't English or Economics. However, I'm glad you did come on here to show everyone your professionalism by calling people jack ### and boils. Sounds to me like if you had a little more intelligence you could understand how a lending institution works. P.S. PE is not a subject so I suggest you give the people of Iowa your retirement money back as you clearly deceived people as an educator.

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intellex58
, US
Jul 19, 2011 7:00 pm EDT

Sounds like you could not afford the car you were purchasing. Try the bus.

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3:27 pm EDT
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CarMax - 125 point inspection

I bought a 2006 Toyota 4Runner SR5 from the certified Toyota CarMax in Richmond, VA in the fall of 2008. The truck had only 20K miles on it, still had the factory warranty. The main reason why I decided to purchase it. They shipped it down here to the CarMax on Independence Blvd here in Charlotte for free, which I thought was nice. The day that I went to...

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3:18 pm EDT
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CarMax malfunctioning fuel gauge

Be very careful when buying automobiles from CarMax. I purchased my car Dec 2009 and was quite happy with the purchase in the beginning. First of all they add lots of features with gloom and doom scenarios to take the low price to a all time high. Gap insurance and a costly extended warranty took the car price so high, I am still trying to gain ground on my loan. They stripped the car of everything, the owners manual, the floor mats and had mixed matched tires on it. When I expressed my concern, they blamed it on the facility they acquired the vehicle from (another CarMax). Four to five months into ownership, I noticed the fuel gauge was fluxuating so spiratically I never knew how much fuel I really had. I took the car in for repair. They had me wait an entire day in the waiting room only to tell me at the end of the day I would have to rent a car for the weekend. It turns out the car needed a sensor and it had to be ordered. I return on Monday to pick up the car only to be told a part broke while fixing it, but my understanding is they broke a part and once again a rental car for me. Once I returned the rental this time and took my car, I didn't even make it home before the gauge began fluxuating again, so I called the service manager who was just about to leave, I was told and I raced back over there. Here we go, a great deal of pass the customer to someone else who would never be available. I took yet another day off to bring the car in again. I would eventually take a whole week of days off and never was this issue resolved. But back to taking another day off, I brought the car in again, left it over night again and once I picked it up this time, I drove it for approximately a half an hour and with the gauge and the electronic device reading a quarter tank, the car simply stopped in the middle of the street. Of course I was livid. The car was towed back to CarMax and the service man actually saw that the gauge read a fourth tank and couldn't understand it. They sent the car to a Ford dealership that they have a relationship with and they found nothing wrong. Go figure. I took it to my own choice of Ford dealership, but their hands were tied because since CarMax had already hit the insurance company up for repairs on this issue, they couldn't charge for that again. As I sat in the waiting room for what was over what would be 5 shifts on the job, I heard horror stories of the incompetance of the service department of CarMax. If you buy a car from there, you better be a mechanic or have one on speed dial.

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Update by Gloria Duckworth
Jun 14, 2011 2:46 pm EDT

Be very careful when buying automobiles from CarMax. I purchased my car Dec 2009 and was quite happy with the purchase in the beginning. First of all they add lots of features with gloom and doom scenarios to take the low price to a all time high. Gap insurance and a costly extended warranty took the car price so high, I am still trying to gain ground on my loan. They stripped the car of everything, the owners manual, the floor mats and had mixed matched tires on it. When I expressed my concern, they blamed it on the facility they acquired the vehicle from (another CarMax). Four to five months into ownership, I noticed the fuel gauge was fluxuating so spiratically I never knew how much fuel I really had. I took the car in for repair. They had me wait an entire day in the waiting room only to tell me at the end of the day I would have to rent a car for the weekend. It turns out the car needed a sensor and it had to be ordered. I return on Monday to pick up the car only to be told a part broke while fixing it, but my understanding is they broke a part and once again a rental car for me. Once I returned the rental this time and took my car, I didn't even make it home before the gauge began fluxuating again, so I called the service manager who was just about to leave, I was told and I raced back over there. Here we go, a great deal of pass the customer to someone else who would never be available. I took yet another day off to bring the car in again. I would eventually take a whole week of days off and never was this issue resolved. But back to taking another day off, I brought the car in again, left it over night again and once I picked it up this time, I drove it for approximately a half an hour and with the gauge and the electronic device reading a quarter tank, the car simply stopped in the middle of the street. Of course I was livid. The car was towed back to CarMax and the service man actually saw that the gauge read a fourth tank and couldn't understand it. They sent the car to a Ford dealership that they have a relationship with and they found nothing wrong. Go figure. I took it to my own choice of Ford dealership, but their hands were tied because since CarMax had already hit the insurance company up for repairs on this issue, they couldn't charge for that again. As I sat in the waiting room for what was over what would be 5 shifts on the job, I heard horror stories of the incompetance of the service department of CarMax. If you buy a car from there, you better be a mechanic or have one on speed dial.

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2:12 pm EDT
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CarMax ccancelation of sales contract

Purchased Lexus Truck from them and obtained financing financing through a lender they offered name Slander. I live in in another state title and registration had to be done in my state. When I came back home in September 2010 after purchasing I went to local dmv with my paperwork from purchase. Local dmv explains that I should have gotten the title from dealership. I called dealership and they said they were waiting on it to come from Toyota. Then once they got it they send it to the house and had FedEx receipt to prove it. Long story short I waited from September to the first week of December to get my title. By this time I didn't have 3 thousand to pay taxes because my finances changed slightly. However I did make payments to Santander. I asked in January 2011 if Santandercould

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Update by carmax
Jun 12, 2011 2:24 pm EDT

For some reason my story was cut off ! However I was able to get loan company to help ne by pitting MARCH 2011 AT THE END OF LOAN. Then was able to pay taxes. It didn't matter because karma still wanted their car back. Is this legal?

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8:08 pm EDT
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CarMax poor salesmanship and low ball appraisers

I went to carmax to look at a Jeep Wrangler. I made an appointment almost 2 days from my visit. So in that time I would think the 'sales associate' would at least do her homework and know something about the vehicle.
So she brings us out on the lot and looks for the remote on the key chain. There isn't one because there are no power locks. She opens the door with the key and looks for the door unlock. Again no power locks. My wife and I look at each other and think oh this is going to be fun. She knew ZERO about the Jeep.
Ok...so rides nice and time to appraise my vehicle. I don't expect to win the lottery with a 130K mile vehicle but I do expect to be treated fair. I came ready with two trade in values from KBB and Autotrader and both were within $200 of each other. Oh...and I also had a car fax for this vehicle. The 'appraiser' came back with autocheck and wow did he low ball me. About 2k lower. And the autocheck was much different from mine. He says the KBB and Autotrader values were garbage and they don't use them and he laughed. D*bag! He says that is not what they use but I return with it is what they use to price me a vehicle to sell me. Again more laughter. Bigger d*bag!
And the autocheck? Completely different from the car fax that I had to check the VIN to be sure it was right. Same VIN. I saw complaints of carmax of people who buy from carmax with a 'clean' title and then try to appraise it later for another vehicle and the autocheck shows something from before they bought it. How does that happen carmax? I know...your scammers and unethical.
DO NOT BUY FROM CARMAX! YOU WILL BE SORRY!

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6:35 pm EDT

CarMax hides the truth

As a former employee, I can tell you their standards for the cars they buy and how they fix them up have changed drastically since 2006. It is all about the margain now and not about the cars. You however have to remember you are buying a car that is "used". It is not going to be perfect, but the quality of how everything works is substandard to the way they used to prepare cars for sale. They are very far when it comes to buying your car because the prices come straight from the auction prices from around the USA. Good luck trying to get them to fix anything...they will just ask you to return the vehicle or trade it in.

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3:29 am EDT
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CarMax toyota sequoia

Ok, so I went into Carmax in San Diego in Apr 2008 and was looking for an SUV. We quickly went into a 2004 Toyota Sequoia Limited and it seemed like a good price. We did all the paperwork, to include an Autocheck that showed the vehicle was clear of any accidents. I had a great experience with the salesperson, manager and all the steps of buying.

I actually love the truck, very solid, but sucks on gas...

Fast forward to 1 June 2011. I'm looking to reduce my bills, get rid of the 2nd vehicle and consolidate debt. So, I know I'm still upside-down on the Sequoia, but ready to take a $2K loss just to be done with the payments and all. I took the truck back to the same dealer I bought it from, Carmax, because they offer a free appraisal. Why not? They seemed like nice people when I bought the truck...

Went into the sales floor in San Diego, told them I was looking for an appraisal, he took the keys, identified the truck with a plastic number thingy, and we sat down. He asked me what I was looking to replace it and more chit-chat, to include updating me on the the status of the appraisal.

About 25 minutes later he brought me to a desk and started going over the appraisal process, market condition, condition of the exterior, mechanical, exterior condition, Autocheck history, etc. He showed me their off and it was pretty rediculous! $3k below what I was moderately estimating. Then he went over the factors...EVERYTHING on their appraisal showed Good condition! So why the low ball?

Looking closer at the Autocheck, there had been an accident reported in AZ! It showed "Vehicle Damage reported as DISABLING" What's worse? It was reported 3/16/2006! 2 FULL YEARS BEFORE I BOUGHT THE TRUCK! WHY wasn't it on the (almighty) Autocheck done on 4/13/08, when I bought the truck? I would NEVER have bought the truck knowing it had been in an accident!

All the sales person and the manager could do was offer excuses why it wasn't there when I bought the truck, how it was probably just a minor scratch that they didn't detect on their 125 point inspection, "I've never seen this happen before", etc.

Well here I am, stuck with a vehicle I can't sell (For any decent value), dupped by Carmax and their Autocheck report that "wasn't accurate then, but is now". Who owns Autocheck? Carmax maybe? HMMMMMMM!

Chuck
San Diego

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11:01 pm EDT
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CarMax mistreatment of trade-in vehicle

On 26 May 2011, my girlfriend and I stopped into Carmax of Hartford to upgrade our 1998 GMC Sonoma (2.2L, 2WD, 4spd AT, 182K miles) to a truck that would serve my business better. While looking at their trucks with a sales representative, an appraiser came by and took the keys to our truck for a quick road test. 25 minutes later, the sales representative receives an email stating our GMC was only worth $250 because of "transmission shifting issues". Being an automotive technician for 10 years, I assured her he was mistaken, and asked to speak with the appraiser. When asked to explain the said issue, his comment was "Well, I really pushed her when I left here to get her up to forty, and she shifted real hard from first to second, indicating a transmission issue" .. I was shocked that he would admit to abusing my truck, but felt that maybe he just used the wrong terminology. Back to the sale rep., I was asked if I'd like to trade my GMC, and I declined knowing I could privately sell it for over $2K. On that decision, my girlfriend spent the next four hours looking at medium sedans, and settled with a 2006 Chevrolet Impala, financed, and purchased the extended warranty. After thank yous, hand shakes, and such, we get back to our GMC, and started her up. Right off the bat, the idling was rough. My girlfriend noted as much, and I thought maybe it was just the bad gas we purchased earlier that day still running itself out of the system. As I'm pulling out of the lot, my truck stalled while in idle. I restarted her, and the idle became rougher. Frustrated, I continued down the road (25mph speed limit) and pulled onto I-91 South. Halfway down the on-ramp, at about 40mph, the truck's RPM range dropped so fast the truck stalled out, and we were stuck on the side of the road for 3hrs. I called Carmax to speak with the appraiser, but the business was closed for the day. I was beyond frustrated. I crept the truck home, stalling out at every light, and finally pulled to the driveway, where the truck stalled one last time, and refused to start again. I am extremely aggravated at the mistreatment of my vehicle. I called Carmax the next day, and spoke to three managers, who each gave me the generic "a truck with that high of mileage, you cannot be sure it was our appraiser's doing" before I finally got a manager who stated that the appraiser "has worked for her for many years, and has test drove many nice vehicles" ... I told her that owning my own business, I am well aware of companies defending their employees and did not expect to get any cooperation. I was told that a master technician and a manager would show up to my house and look at the truck to determine if it was negligence of the appraiser's doing. I was greeted with respect, and the master tech. scanned my truck, found it to be running lean on cylinder one, which concluded that it was a spark plug issue and therefore not the appraiser's doing. When I worked on the truck today, I pulled plug one out, and found the spark plug gap to be crushed, and the two points nearly welded shut. I also discovered plug three's gap to be pushed in slightly, while two and four have scrap indications. My diagnosis is that the appraiser slammed on the gas and the RPMs redlined, causing the pistons to hit the spark plugs, which is what will happen. I am appalled at the service I received after politely, and proffessionally filing a legit complaint. It's unfortunite that I purchased a vehicle from them before knowing what they did to my truck. At least their appraisal is right, the truck is worth $250 now.

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meagleson
noblesville, US
May 29, 2011 3:19 am EDT
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I have purchased two vehicles from Carmax and was happy until I found out that the gap insurance I had purchased with one of the cars did not exist. They have a 30 day "return" policy, I would seriously think about giving your business to someone different.

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CarMax credit

FORMER EMPLOYEE OF CARMAX, I HAVE OVERHEARD THEIR SALES PEOPLE TALKING, THERE TRYING TO SELL CARS SO BAD THEY ARE TELLING PEOPLE IN A ROUND ABOUT WAY TO TURN IN THE CURRENT CAR IF THEY ARE UPSIDE DOWN AND THEY WILL GET THEM FINANCED ON ONE OF THERE CARS, THEY THEN GIVE THERE CURRENT CAR BACK AND DRIVE AWAY IN A CARMAX CAR. IS CARMAX CONTRIBUTING TO MORE CREDIT PROBLEMS IN THE FUTURE?

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MrsB512
Austin, US
May 25, 2011 4:23 am EDT

Previous comment by Hummer2277: Seriously do your research... If you are upside down, you owe more than your car is worth and you will pay it either way, if you are in a car that isn't running right, you better put that extra you owe into something that will run long enough for you to pay it off... and trust me hun, Carmax does this FAR LESS than ANY OTHER DEALER, if it is a crazy financial decisions, reputable banks will not approve the loan, and Carmax only uses major banks, regular lots uses there own in house "tote-the-note" financing! You are going after the wrong dealership!

Also, probably should learn how to spell before you type on a forum, and by your all caps motion, you are probably a disgruntled employee or a new employee to a competitor of Carmax and are trying to only discredit them... its "their sales people"

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12:23 pm EDT

CarMax bad used car company

Two weeks after taking the car out the lot, the car started to act crazy...horn windshield wipers and spray water by itself...had to take the battery off, so I can stopped, call the dealer immediately . I had to say that, the guy took good care of me in the service department but, I had to leave my car there for a week, they give a loaner, which it was nice.After a week, I took my car home, two day after the same problem arrive, in the middle of I4 oh my GOD how embraced...my car still in the service department, they hope that this new part will do the god...honesty I'm afraid to drive the car now...I had to pay my car soon, I only used my vehicle two weeks, I'm frustrated

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MrsB512
Austin, US
May 25, 2011 4:27 am EDT

Amcastan: SO they are fixing your car and giving you one to drive while they do? I'd say that's a pretty good deal... Considering every other dealer, once you sign, you are on your own! And if you buy the other guy's extended warranty, they do NOT put you in a loaner! A used car can never guaranteed to be perfect, then why would you ever buy a new one? They do not run forever! But buying from a company who takes care of you when something does happen... sounds like a good deal to me!

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12:19 pm EDT

CarMax sold me a car with major repair issues

Bought an 08 Cadillac CTS last Tuesday. Should have caught on when a "tire pressure light" went on-brought it back the same day and they fixed it. Just to stay sane, I brought the car to my mechanic. He found a mouse nest in the engine (I kid you not about these issues), found that the key fob did not work regularly, found that the ac compressor was leaking, and found a suspension bracket "seperating." Also told me he couldn't believe they would sell it to me with the tires in the dry rot, worn shape they were in. Brought it to carmax to deal with issues. Carmax agreed about the mouse nest, agreed about the key fob, agreed about the suspension issue, found that the power steering pump was leaking onto the ac compressor. Those issues were covered by manufacturers warranty, and they had no problem getting it fixed. Told me that the tires were up to their specs. I told them that there specs were unacceptable and returned the car. I understand the concept of caveat emptor, but I had really hoped carmax was different. I immediately went to a cadillac dealer and bought a certified cadillac the same day. I will never step on their lot again and will make sure I tell everybody I know about the terrible experience. If you EVER buy a car from carmax, which I strongly recommend avoiding, make sure to bring it to your own mechanic.

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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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- Summarize the main issue you have with CarMax in the 'Complaint Title' section.

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- 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.

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Phone numbers

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