CarMax

I have bought four cars over 12 years from Carmax with no issues until I recently traded in a Carmax car with a Carmax loan to a Chevrolet Dealer. Seems there is a glitch either in the mailing of the payoff or timing but I will be left holding the bag and making the payment myself or Carmax will negatively impact my credit report if they don't receive the payoff by a date deadline - no allowance for being late in the mail which is out of my control. Last car I ever buy from Carmax.

My husband purchased a Kia through CarMax on S. Lindbergh Blvd. In St. Louis. Every month, he made a rounded-up payment of approximately $33.00 more than the required payment. He passed away in February 2023, and I now have the "honor" of paying the car off. I continued to send the extra amount plus I make payments every 3 weeks instead of once a month. It seemed like I was making no headway. So I checked the payment history that is included with each statement. I totaled the amounts listed as "Principal Payment" and subtracted that total from the beginning principal amount. It came to $420 less than what CarMax says I owe. I finally got a fellow who was going over the payments with me month by month. All of a sudden, the amounts were different. Everyone I have spoken to there insists they don't have access to the payment list that is in my statements. I've sent them copies of what is with my statement, and they ignore me. The most frequent response I get from them is, "You don't understand." All I want to know is how they arrived at their figures to prove that I owe the amount they're saying. I would refinance with my bank, but the CarMax loan is 3.95%, and there is no way I can get a loan at that rate right now with the mess our economy is in. The statement clearly states that the finance charge is based on the principal amount, so I have requested that any extra I send over the regular payment be applied to the principal. They have tried and tried to tell me that's not wise. In my view, lower principal amount equals lower finance charge amount. What a mess! I will be so glad to get rid of this place. Fortunately, I have an excellent credit rating, because I'm sure when I pay this thing off, they'll find something to show that I missed payments or was late to damage my credit rating. I was a little late the month my husband passed away, but this bill was in his name, so it took awhile for me to get all the information. I paid two payments in one month to catch things up. When I explained to the lady why the payment was late and asked if they could remove some of the finance charge, I was emphatically told "NO." Classy operation!

My personal experience with Carmax.

I sold my primary vehicle to them on a Saturday. They paid for it with a company check. Their corporate policy with their own bank (according to the branch manager at their bank), is that all of their checks must be deposited. They cannot be cashed, nor exchanged for a cashier's check. No one ever inforned me of this nonsense when they offered to purchase my vehicle. Because Carmax has such a sketchy reputation among the banks (according to the bank) there was a 10 business day hold put on the deposit. That amounted to two full weeks, plus three weekends. So basically, they took my daily driver and paid me with a check that wasn't any good for three more weeks.

Buyer BEWARE... If their check is even good at all, it will most likely take several weeks to get your actual money. If you are relying on having that cash to buy your replacement vehicle, expect to be walking everywhere for several weeks, until their check finally clears.

I don't do business that way, nor do I do business with those who do. Would NOT recommend.

First and last time ever at a CarMax. No customer service to actually sell a car, employees are not in sales, equal to going to Mcdonald's, ordering off a menu and they show you the car. Employees had feet up on their desk, on their phones. I couldn't even test drive because I didn't have an appointment, that's not wanting a sale. And you have to take a selfie? You have my DL and insurance, you don't need my picture too! Weird and unnecessary. Horrible experience and bad feeling about the whole process.

You tell me why CarMax is selling cars that look fire damage in engine.every car I bought from them spent half of its time in a shop or they lied about accidents my bmw front bumper well the paid is chipping off find out it's not a bmw part lol

Today was the worst experience‼‼‼ After being approved was given the run around for a bunch of dumb reasons….even though most of the wrong information was because of them the only thing they had to offer was some gas to get home….can't remember his name but it was one lil guy that was trying to fix what Briona had effed up on that ride home I had to comfort and calm down my daughter because this was her first car that she was excited about because she/we was told so many times we had the only to not have the car

With over ******* miles on my car and the engine light on i knew it was time to buy another car. Going from dealership to dealership is such a hassle especially with covid. So i decided to go online and look. The best place i found was Carmax. I pre qualified so i knew the price range i would be approved for which saves a lot of time not to mention frustration. I chose my car and went to puck it up. The minute i walked in i was greeted and a salesman ushered me to his office space to conclude the deal. Simple and no hassle. I must say that their cars are a little pricey and they push for the extra warranty but all in all i am very satisfied and glad i purchased my car from them. Easy to get financed is definitely a plus too and i put a small down payment which didnt strip me of all my finances.

Bought a car from the Gaithersburg location after going to other locations where qebsote said cars were on the lot but were not. Same thing happened at Gaithersburg but we were finally able to find something to settle for as we needed a car badly. Drove it for two weeks and decided it was suitable (discovered the oil was virtually empty about 5 days into ownership and had to wonder what else was wrong if they didn't even check the oil, I get buy as is but seriously?!).

I returned the car on October 16th. Their return policy says you'll receive refund check withing 10 to 14 business days. After 18 business days I finally called to follow up giving them the benefit of the doubt that usps might very well have delayed receipt of check. I spoke to rhe business office manager who told me they didn't know the status because home.offoce dealt with refunds. She said she would call.me back this past Monday to update. Today is Friday and I spent an hour getting bounced around their bs phone system but finally got to someone at home office. After being put on hold several times I was finally told that she could not find any notation of any refund at all. She told me she would create a new case today and some will follow up in 24 to 48 hours which is really in 3 to 4 days since they're not in the office over the weekend.

I told the representative today as I had a week ago told the business office manager that I expected an interest payment added to the overall since they have been holding my 16,500 for a month now.
No other instance on the planet would you return something and jot get your money back immediately. Their policy clearly stated 10 to 14 days so I clearly didn't have a choice. But they never even processed the refund! The business office manage really didn't seem to care, was just following a scripted response sheet. The home office person at least seemed to sound like she cared a little but again mostly was following a script.

Buyer beware on carmax everyone! Take cars to mechanics, get your own carfax report, don't go by the one they provide

I rate Carmax a zero on their return
I'm not sure exactly if I'm going to be getting the money back I paid to them through the financial company. Each time I talk to them I'm told a different story
As of today October 7th the money haven't been refunded they keep telling me it's a problem with the company system but I return the car on the 13th of August only kept it for a day because it was the weekend. I'm out of 25,000.00. My 1st payment for the money I gave them is on August 14,2023. I'm not sure what I must do at this point. I do anyone have any ideal on what to do now. I purchased another car now I have 2 car notes one in which Carmax have their car an the other i have. Please don't let this happen to you the return policy isn't what they say it is at least not by my experience.

We did an online appraisal of our 2020 (Mint condition) G70 Turbo Elite AWD fully-loaded Genesis with only 26k miles and received a low-ball offer of $27,000. We took it to a nearby CarMax to have the price verified and then sent away for the car title as we went on a two-week cruise. Upon return, we went back to CarMax with title in hand and they said they had to appraise the car again. I thought... "great, maybe this time they'll give us a more reasonable offer". Nope! Apparently if you're not ready to accept their offer CarMax has some formula that will depreciate the value of your car by some percent. In our case, it depreciated by $2,000 in less than 3-weeks! I would understand if due to supply and demand, there was a glut of pre-owned 3-yr old Genesis' in perfect condition arrive in the market but No just the opposite. You can't find a luxury vehicle in Indianapolis for under $35k (and you're offering $25k?) that's lower than KBB Black Book value - especially a car that cost me $45k new! I was warned about CarMax but I gave them the benefit of the doubt. Stay away. Stay away. Stay away. Deceptive practices at hand.

Purchased a car from Carmax, had a transmission issue after a month, purchased the MAXCARE only to be told that they were not taking maxcare customers at that time and we needed to take it to a dealer. The service manager at the Dublin Ohio store was very rude and condescending, never will we purchase a vehicle from this company again

I have a For Focus that I wanted to trade in for a Ram truck my vehicle was evaluated with having a transmission problem, so I took it to the Capital Ford dealership in Hillsborough to get it diagnosed the mechanic discovered it was the clutch that was slipping they repaired it, it took a month to get the part in, once repaired I discovered the problem was fixed and the clutch no longer slips it doesnt shutter from stop to go all is good I returned to CarMax without notifying them the car had been repaired, waited 30 minutes for an appraisal they returned with the same report they gave it 3 months earlier they just pencil wipped the report checcking all the same boxes poor training at this CarMax

Went in to purchase a vehicle in milwaukee, wi, sales person Drae Harris, did all of the paperwork up to the end. He told us wait abd we ended up waiting for 1.5 hours to find out he left for the day and never came back to give us our keys, we waited soo long that my partner and i ended up having to call in for work because we were both now late for work even though Varmax and Drae told us it would take a few minutes. We sat at his desk looking like idiots wgen the entire team knew he left for the day. No one bothered to ask questions or help us. I will not recommend anyone to purchase from carmax

Carmax is great and convenient way to buy a car but they have the most incompetent customer service team ever. They will consistently ask for the same information over and over and over. They also state that phone calls are recorded but no one is ever able to verify what you were told in previous calls. As someone who has worked in customer service previously Im confused as to how there is no apparent note taking systems within this department.

Ask me to wait a few minutes 2 hours later later I finally just left I will never go back this was at the Pensacola CarMax stay off is very unhelpful

The same car I bought a year later decreased more than $10K (a $12K car). CarMax used to be the place for fair deals. It is not now. Never say never, but this company has decreased on any integrity that once had on any type of sales - they have lost my trust and I never will consider them as my next car sale or buy

We dealt with CarMax in Norman, OK. They were friendly and informative. Gabe was awesome. We are so pleased, especially after getting the runaround and ripped off by Carvana. Carvana who? We will be dealing with CarMax in the future as well. It was a completely different experience and a lot less stressful. CarMax did not disappoint!

They're the worst to buy cars from them. The car are junk. They sold me one of the frame damage. Washed out when you buy a car from them also horrible customer service

Carmax is a complete scam - DO NOT buy your car through them. They offered me a 2021 Mitsubishi mirage for $18,988.00 but when it came time to sign the paper work the price changed to $35,000.00. I was told by 3 different sales people that my 18% finance fee would be $3500.00 but the paper work said the 18% totaled to an $ 11,000.00 additional charge. How could 3 different sales people give me the wrong information. The worst part is I paid $400 to get the car insured went through a headache to get this car registered with my apartments just to end up with nothing. Spoke to a manager named Neil, I asked for the guys last name and he refused to provide it. Cold hearted and cruel behavior. This company is a straight up scam. I spent 3 days and $400 bucks on this deal just to end up with nothing. NEVER BUY FROM CARMAX!

I brought a SUV from carmax less then 5 months ago. The engine went out. And because I did not or could not afford the extended warranty they will NOT help with repairs and basically told me I'm sol and stuck with it. I only had the suv less then 5 months and the engine has gone bad. Do no buy from them. Horrible customer service and they do not care about you once you drive the vehicle off the lot.

I have issues every time I try to use the site. It is not user friendly or intuitive and it times out every time I use it forcing me to repeat steps. Leaves me wondering if it's not designed that way to hamper individuals' efforts to post their payments on time? Hmmmm... Or is it just the old technology that's been pieced together as their business model changed over time and they didn't want to create a new, up-to-date system?

I have turned off paper statements multiple times yet they continue to come. The setting isn't displayed with account payment information where most companies place it -- it is buried deep at the bottom of the actual statements page. Mine reflected the correct setting when I last checked yet the paper still comes! And when I saved the item again, no confirmation is received... Guess I'll just start marking the statements as "return to sender" every month.

Finally, there's a need to be a means of sending an email message to Customer Support - not everyone wants to sit on the phone to talk with an individual. Many want to get in, take care of the task at hand and have an audit trail!

I am leaving a review for art at Carmax in Riverside he is one of the best hands-down customer service representative and the service department. I've never felt so comfortable so satisfied anything I needed. He made sure it got handled very professional very nice like anything if you need anything R is the guy at Carmack in Riverside great attitude just one of the best guys I gave him more than five stars I gave him 10 stars I just purchased a beautiful Dodge Challenger and I'm loving it. Thanks, Art at Carmax.

This company is a total joke! I ordered a $50k car that was listed with several options and features. Once the car arrived, my family realized many of the clearly advertised features were not present. We went back to the location to explain this car didn't have several of the clearly website advertised options, and was told not to worry "we will make it right". So, I won't go into the extremities "I can if needed", but they quickly helped us find a replacement that 'hopefully' was as described. Finally the replacement arrives, and now they cannot give it to us because they 'lost/don't have' the title and they cannot transfer the replacement 'slightly less expensive' vehicle. Now we are told to wait 'an undefined amount of time' while they search for the 'lost title'. So they sold me a $50k Lexus with many advertised options not present in the vehicle, the front window was chip from the inside dangerously so, and the windows were tinted on top of the factory tint so dark that you couldn't see 'even during the day'. New car comes, lost title; call center, transferred, told they needed 72 hours to 'clean the car' to finally find out they didn't have a title to sell THEIR CAR, and now I'm just waiting and waiting. 1:07 'hour and 7 minutes on hold' was told we will work on it without any clear definition of time available 'we are working on it'. Keep in mind that this car was paid for in cash! No financing, just straight $47,xxx whatever money. WHAT A JOKE!