CarMaxReviews 66

I won't ever finance with Carmax again. I have been paying on my vehicle for four years, never late, not once. This past month, unfortunately, my payment was late due to an unexpected financial situation. They will not work with you, they harass you every day, all day until the payment is made and they do not waste one minute reporting the late payment to the credit bureau. So, now, on top of my financial issue, my credit score, a score that I make sure stays high, has gone down significantly. They have a contact option via email, but, they NEVER reply. You're not a customer to them, just a payment. I can't wait to be done with them.

I went in Carmax Pleasanton (CA) to get a quote for trading in my vehicle and to order a newer car from them. They gave me a quote for one price supposedly good for 7 days. I needed my car for a few more days and on the 7th day tried to make an appointment to sell my vehicle. All of their appointments were after dark and I can't drive after dark due to a vision problem. I spoke to 3 different people on the phone who told me they would make a note in my file and told me I could bring it in the next morning (7.5 days after the estimate). Nothing had happened to the car. I had driven less than 30 mi. When I got there they tell me the car needs a new inspection and the prior quote had been expunged from their system so I couldn't even see it. They kept me waiting 4 hours. Then the new quote came back $1000 less. I was so upset and insisted to see the old quote to compare them and they said they did not have it. I sold the car to them anyway but refused to buy another one from them. Will never deal with Carmax again.

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.

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!

I had my car delivered to my house. We decided to go out for dinner. My car door fell off on the inside. I n the last year it has been in there shop and towed 4 times. I picked it up today and it broke down again. Got it back to the store. This is all while paying 400 dollars for nothing. I'm thankful I'm alive and did not get hit. My car broke down 5 minutes after leaving on 69 highway. Trying to go to Target. Don't buy a car from here.

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.

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 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

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 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.

FIRST POST
Purchasing the perfect car was so easy. They shipped the car from another state to South Jordan utah and it was the perfect car. I have told many people that CarMax was a great way to buy a used car...and then.
CarMax offered a free 90 day warranty for things that need repair. We took the car in to have the front sensors repaired. We had taken a picture of the error message to give to the tech. We worked with the lady answering the phone. She was a total mess. She said she would make sure the tech would look at the sensors. She called back and said the tech said there was nothing wrong with the sensors. I called her back later and explained in detail what the problem was. She said she didn't know that was the problem and promised she would tell the tech. I asked if I could come in and tell the tech and she said no. Then after she insulted me several times and I called her on it, she said I could come in the next morning (today) and meet with the tech and they would give us a loner car at no charge. Picked up the loner car and spoke with the tech. He had been given no information about the problem we had explained to the lady and the picture of the error was not given to the tech. So far we have no complaints about the tech. Once he received the correct information from us he was helpful, knowledgeable and professional. Side note, while I spoke with the service lady last night, I told her I would trust her that she would do everything possible to make it right. I gave her my trust and she failed miserably.
So, right now, in short, the salespeople were extremely easy to work with, the service lady did a very poor job with helping us and the service tech was great!
SECOND POST
The service department has severe communication problems. It seems the "service lady' is just trying to tell us something to make us go away. After a discussion, I asked her if I could trust her to get the problem resolved. She gave me her word. In my mind, this is a super fail for CarMax. She has miscommunicated with the service tech on several occasions. Further, she told me I needed to discuss the car, my car, with my husband to determine what should be done. Really? Is this 1970? (we are still in our 30 day window which is being whittled away by incompetence) She also told me how to drive since my collision detection sensor is out by saying I need to watch the road and use my brake since collision detection won't help. The "service lady" told me that repairs can take weeks or months just like other car dealerships. If you buy a CarMax car just keep in mind you will have to deal with service. My smooth easy purchase, which I was excited about, has turned into a nightmare.
THIRD POST
The "service lady" is sending email or text messages as we requested. CarMax sent the car to Hyundai for repair.
FOURTH POST
I was so excited about my new car from CarMax. The fun is gone now. People at work or friends ask me, "Did you get your car back from CARMAX?". I say heck no, or something version of "heck no". Turns out buying a CARMAX car needing service takes all the air out of the "sales". I drove it for 1 week and it has been in their service department 2 weeks. I understand repairs can take some time. I am open to that. It's the communication, the miscommunication and the no communication problems that are unreal. We have resorted to speaking with The "service lady" via text or email to keep a record of any communications. The "Store Support Manager", has gotten involved. He has been emailing my husband here and there. I have tried calling him, as he requested, but the extension 4105 doesn't work. The "service lady", Lana, and the "Store Support Manager", Kyle, explained they were bringing the car back from Hyundai today (Friday) and they would go over the issues. The car had not arrived at CARMAX by 4:27 today. Kyle said it would be too late to go over it. Into the 3rd week.

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.

My daughters mother, and I'm a father of a hard working child who went to purchase a car with mom this weekend of September 10th,, my daughter shared with me her experience. I wanted to return with her to see if we would get the same experience and have this clown dude talk to me a man in the same way. Manager of sales, weekend big boy, Bobby Bladen. He Accused my daughter of theft and threaten to file a police report if she didn't return the car. Yes, she had gone over the 20 minute timeframe for test driving they had gotten caught in rain weather and had to reroute back to the dealership she told him she was on route back over the phone. The sales dude continue to talk to her in a disrespectful manner when she pulled up and walked in, all the clowns were sitting there waiting for her big boy Bobby told my daughter to return the keys he needed to secure the vehicle, that was never a problem for her to do, then showed her a document stating she would not be allowed to take the car for a 24 hour Test drive which they had spoken to the manager John the day before about the arrangements and the overall sales experience score, which was poor at this location.! My daughter was more than 90% sure we probably were going to purchase the second vehicle. He told my daughter and her mother to their face, You would not be allowed to test drive any more cars. You have a history of being a problem with our dealership? Where is he getting that information? I want to know, I want to know from the Carmax Headquarters ******* Tuckahoe Creek Pkwy. Richmond, VA *******, share that with me. For the record My family made a purchase 2yrs ago at carmax, Frederick, Maryland." We are what's known as returning customers " My daughter was prepared to put more than half down on the purchase of this vehicle, which she stated she had a 90% chance of purchasing it the day of the test drive, the same process our family used last time with this car dealership and they advertise it in writing. I'm a little confused on your thinking all that inventory on the lotttttt...and they're not interested in making a sale? Then they try to size my daughter and her mother up? Both are career professionals, one is a government worker for over 25years and my daughter, the purchaser is a career master degreed paralegal for a law firm, owned by state senator seat official. Apparently she was way above your paygrade and intelligence, but we will be educating them about our experience at their corporate office in Virginia as well as making sure our colleagues, family and surrounding communities know our experience at Carmax Ellicott, City, Location, in baltimore Maryland is a Never purchase or recommend, it's a circus of clowns do yourself a favor and visit or work with quality car dealerships top notch in customer and sales relations. CM, Watch how you speak to women buyers cause they have Men.

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 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 has been one of the worst experiences of our lives. We hit a deer and totalled our car. Went to carmax and were sold a Ford escape with a bad transmission. We immediately returned the car and were sold a Buick encore. The first week I noticed the car lagging and stuttering when accelerating as well as there was boiling hot water shooting into the passenger side floor board and burning my legs. We immediately notified the repair center and were told to bring it in. The claimed that there was no lag however they did replace the fan motor for the ac. Low and behold still lagging. The pedal all the way to the floor and barely getting to 20mph in a solid 60 sec. We were told by a repair center manager by the name of Dallas that even though they couldn't identify what I was talking about to bring it back in regardless of when it got worse. Fast forward 3 months, we now have a check engine light on and it is gasping and stuttering. We notify the repair center the same day the light came on. We also went straight to AutoZone to have the code read. It is a leak in the EVAP line. That means we are going through gas so quick it's costing hundreds of dollars. Back to the repair center where we are told they have to keep the car to diagnose the issue but will not provide a loaner car. This visit to the repair center is now number 4 and still no properly working vehicle. We have children, I am disabled and have numerous doctor appointments, the owner works everyday 25 min away. We need a car. We were told it would be handled because we notified quickly. We were told by corporate that there are only notes from the initial visit but nothing on the numerous times they drove our car or the second time.we brought it in for the stuttering. They didn't do the work. The dismissal of this company and the lack of accountability and compassion is astonishing. If you value any part of your sanity stay away from this company entirely. It isn't worth the absolute devastation they put their customers through. They lie, gaslight, deny, disregard safety. After this being the second car sold to us with engine problems I can positively say CarMax has zero regard for the safety of not only their customers but anyone else around any car they have sold being driven now.