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.

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.

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.

Is was by far the worst experience I've ever had at a car dealership and I'll be sure to tell everyone and anyone who ever plans on shopping at CarMax just how horrible it was.
I NEED a car, I had $10,000 in hand and I was ready to finance the rest through whoever you use, I have a 800 credit score possibly 790 due to my move but since your management has no idea how to run a business I'll be shopping at Lowe Toyota today.

First of all my appointment was made for 10:30 pm! PM!? Then rescheduled for 1:45pm the next day when my phone clearly said 12 noon. I waited for an hour to be seen and a walk in received help before I did.

Before I even came in, I spoke with two individuals on the phone about what I'd need for a 24 hour test drive, I was told PROOF OF INSURANCE and my drivers license. I went to check out the car I'd reserved the day before just to make sure I liked it in person as to not waste anyone's time, I stood in line for 15 minutes and showed 2 employees what information I had and if it was enough to do the test drive the following day. I was told yes. I looked for the car for almost an hour in 100 degree weather and couldn't find it. I was told it was because it must be going through inspection and I'd have to come back tomorrow (on a holiday). Upon arrival(day 2,30 minutes before my appointment time) I waited in a 20 minute line and showed another employee what information I had AGAIN to make sure it was all that was needed before my ride left so I wasn't stranded, He said yes(now 5 Carmax employees had told me "proof of insurance and my ID") My ride left me at your "dealership" because I was taking a car home. I was at your facility for FOUR HOURS! Picking out a vehicle, waiting for my sales person to move cars around, being told cars were available only to find out they weren't and waiting for manager confirmation only to be told that what information I had wasn't enough. I "needed to be the PRIMARY on my insurance in order to test drive for 24 hours".

Since when!?!? I was told I needed proof of insurance and my ID by 5 people! 2 on the phone and 3 in store.
No one told me I needed to be the primary and I've never in my life, at any dealership been told I needed to be the primary! Monumental waste of time. My daughter missed her event, my holiday plans were ruined and I had to WALK home. It was a two hour walk... in the rain. What kind of business are you running?

I will say this, my sales rep was very kind. She spent almost an hour moving cars around outside and I felt terrible that it was for nothing. At least now I understand what people mean when they say "don't shop at CarMax".

We made an appointment and had a car shipped in to review. Told the car would be ready in this date at this time, but when we arrived right on time for appointment, we were told it wasn't ready. No one bothered to call us to delay or reschedule appointment, just wasted our time. We saw a Honda pilot on the lot that we liked, and we said we would like the 24 hour take it home test drive and we did. Car was filthy, drivers side visor would not stay up (safety issue) missing parts for the entertainment system, fogged up leaking front light holding water, plastic headed over. We immediately scheduled an appointment two days out to either turn the car back in or purchase it. This was the 6th vehicle we have purchased over the years and have always loved carmax, and the way they prep and repair cars for sale. (NOT THIS TIME) the fact that the process before took about an hour after selection to drive off with the car (NOT THIS TIME) IT TOOK US 6 HOURS TO DRIVE IFF WITH THIS VEHICLE ALTHOUGH WE HAD PRE APPROVED CREDIT, pre approved insurance, all documents. What carmax does now is grossly over schedule appointments and make people wait TWO HOURS past appointment time to actually talk to someone regarding purchase or test drive! In the past I purchased an INFINITY and a VOLKSWAGON and we were out the door in two hours! I know the used car demand has increased but carmax has greedily just kept booking appointments over the capability of their staff, and making people wait and wait and wait. Use to you got a vehicle for an ok price (not a screaming great deal) that had been prepped properly with minor repairs accomplished, in about 90 mins after selection if you had all documents, pre approved loan and insurance. This is no longer true. Until they return to adequate staffing, appointments that they honor, properly prepped and cleaned cars, we won't be back. Plus they have a machine charging $5 per small bottle of generic water! Thanks carmax.

We visited the CarMax dealership in Dayton Ohio. I can't stress enough how thankful I am that I didn't buy a car from these people. My fiance and I are both in need of newer cars as I've had mine for about 3 to 4 years and she has had hers about the same amount of time as well. My car is pushing $150,000 miles and hers pushing a little less. Now, bear in mind that we bought our cars from a buy here pay here before we had filed bankruptcy coming up on two years ago.

Since both of our bankruptcies have been discharged we have been able to obtain credit through companies such as Capital One, Upgrade, etc. I have three cards with Capital One which are the Capital One Walmart card, Capital One Menards card, and the Capital One Quicksilver card. I have a revolving account with Dell with about a $3,000 limit and she has a Capital One Menards card, Credit One, and a few store cards. Needless to say we keep small balances on them and are overall utilization low and can boast a perfect payment history on all fronts - vehicles included.

At the dealership we worked with a salesman named Fallon (on 11/20/22) and a trainee that he had with him. Sure he was nice but seemed unenthusiastic not only make one sale but two. That's two cars driven off that lot that day! Prior to arriving at the dealership, my fiance and I both fill out the prequalification form and it was determined that we both pre-qualified with $200 down. The payments are then estimated as your shown cars and you're shown on the website cars that fall within your pre-qualification terms. I knew the payments and APR or estimates only online and so that's why we wanted to go to the dealership and talk to them. So back at the dealership I spoke to Fallon about the car I had my eye on which was a 2018 or 2019 Ford escape. He started going through the dealership Master inventory/financing option listings based on my Pre-Qual. I didn't want to tell him right away that I had to trade in because I didn't even fill out the trade in form when I did my pre-qualification online. You should never tell them you have a trade in until you get the bottom line on your vehicle that you want - just a tip and good advice all the way around. Dealers love for people to focus on the monthly payment and the down payment which causes buyers to lose sight of the overall vehicle price that you're purchasing. Needless to say as I looked at their inventory I was blown away by what my payments were going to be. I was looking at $680 to $750/monthly. This immediately clued me into my APR which was 22% to 25%. My vehicle loan through the buy here pay here, who incidentally I love my loan company, well my new one, because when I filed bankruptcy to buy here pay here a lot sold my loan to another organization called Tribute Financial and I was paying 19% through the buy here pay here company. When tribute bought my loan I asked if I could get a better APR and they knocked me down to 10%. But again, 22% - 25% APR? On top of them trying to get me to do a 6 to 7 year loan. As if adding insult to injury, the biggest red flag of all was when I asked what the best I could do on the price of the car was. I was told by Fallon that he "has no ability to negotiate the price of the car". He also told me that what's on the sticker is the only price they will take. That's absurd.

The fact that they will not work with anybody on negotiating a better price tells me several important things - 1. They do not care about their customer base at all. 2. They are taking advantage of their customers who believe they may not be able to get anything financed at a regular dealership. 3. They recognize that people needing cars is a huge necessity and have figured out a huge way to capitalize off of it. That for me was all I needed to hear. Needless to say I got up left went on to GM's website and filled out a pre-qualification for GM financing and was pre-qualified. I pulled the trigger and submitted an application and was approved at 5% for a BRAND NEW CHEVY TRAILBLAZER. I'm so grateful I did not go with CarMax. My advice - stay far far away from them.

I was roped in to having someone come sign a loan for me at carfax in Knoxville four years ago. The person I knew I had already told no I didn't want a co-signer, she tried to play it off as helping or doing a good deed when in reality it was so she could manipulate then destroy me. The young man P.J. Was sweet,helpful and uncalculating and I was very happy I had him as a salesperson because even after we remained close friends. The person after seeing I wasn't going to be manipulated ( like 4 days later) I called customer service explaining I only drive the car and Do Not Live at the same address as the ( now dead co signer) and to please not mail my tags to her address and yall did it anyway and she threatened, even harassed me so I would sign a paper turning my car in after I had paid over $1200 already and had the car to sit in for less than 3 weeks she steals it and sees without me she cannot take her name off without ruining her credit as well and I now four years later and two years after she is deceased that her pot dealing nephew is still driving this car in my name! I've called carmax endless times and Never get treated with any respect! I also called saying she was deceased and the smart@$$ answer I get is I need to provide them with a death certificate? When I'm in no way related to this person? I will not stop on a quest to taking matters to my lawyer who I now have taking the case against Carmax! Carmax could care less about any problems with my credit this caused or the immortality of how I have and continue to be treated as LONG AS THAT MONEY ROLLS IN! OUT OF SPITE EVEN BEYOND THE GRAVE IT REMAINED IN MY NAME AND I GET TOLD I I I NEED TO PROVIDE A DEATH CERTIFICATE? SEE YOU SOON CARMAX AND ITS YOU I WILL SUE