CarMax
Reviews and Complaints

My husband and our 2 children, who are currently college students, walked the lot this evening. We found a BMW 440i ( convertible) that I loved! We were prepared to walk away with a car this evening. To our dismay, no one greeted us upon entering the showroom, Nor did anyone EVER come out to help us. We waited, walked, Waugh more, sat in the car, waited more, then simply gave up. When we walked back through the showroom, once again no one asked if they could help us or even thanked us for stopping in. So much for scar Max, EXTREMELY POOR CUSTOMER SERVICE/RELATIONS! Rest assured, we will be sharing our terrible experience online as well as with our many friends, coworkers, and family members. Rating: -5 out of 10

My name is Eric Horne, phone # [protected], address is - 7601 north 9th avenue apartment #163 Pensacola, Fl 32514. I bought my 2014 Nissan Pathfinder in August of 2018 and have been having transmission problems. I purchased Max care when I bought the car, the technician John said he would not work on it, and told me I would have to take to dealer, which means they lied to me about maxcare because they told me if ever my car needs to go to dealer they would send it. If I take it I have to pay $100 deductable which I shouldn't have to do. I also asked for an oil change and he couldn't even do it said he didn't have oil filters. A service center that can't even do a oil change has some issues with people not wanting to work. I went in on 02/27/19 of this week trying to take care of my problems. If they will not work on vehicles with maxcare at this location they need to disclose this before customers buy vehicles with maxcare from them. I truely believe this service center needs new personal that are willing to work. This is the 3rd car I have purchased from carmax and I have never seen a service center run this way for Carmax. Their store number is (850) 898 - 8351, and the person I am complaining about is technician John.

Ten days after I bought car check engine light on.
They twisted, huhot might to go out. Claimed that a hose from the intake was disconnected.

Drove the car about 50 miles. Light back on.
Back to carmax.
If it comes back on too quickly after this repair, I have notified my credit union in getting out if it, coming consumer complaints with atty general, e.t.c.

On 6/8/2018 I purchased a vehicle from CARMAX in Palmdale ca 2&1/2 weeks later it had to go back to the shop they tried to get me to pay $1736.00 and it was under warranty it broke down again it had 4 flats in less than a month I had to buy all the parts myself and they didn't even put them on 9/5/2018 I was on highway tire blew the car was totaled no help from CARMAX called company in VA. The just lied no help from anyone there said that WILLIAM NASH CEO would not talk to me or help the company is full of LIES NOBODY should TRUST them

Twice failed! We found a car we wanted on Carmax's website. We had the loan pre-approved. First time, we put the car on hold via the website and later that night requested it transferred to the Bristol office. Next morning, no phone call. We finally call them...no record of the hold order, no record of the transfer request, we even pulled up the emails showing us confirmation. Nothing but apathy and disinterest in helping us from the carmax people in Bristol. Second time (different car a few weeks later), no call next day (again). Apathetic receptionist at the Bristol office. Car is 4 hours away, but will take 14 days to get here?!?! Two sales lost due to crap service and crap policies. Don't waste your time on these people. Great business model, horrible policies and zero followup. I'm guessing the salespeople aren't paid on commission. As much as I'd like to support that, in this case, you can really tell they don't give a crap about making a sale. Any other salesman would bend over backwards (or they should at least). Screw me once...well this was twice. Never again.

Service Area arrived 0650 am told I may be able to have my vehicle service w/o appointment. I can't get loaner or authorized rental vehicle. Inspite, having vehicle less than a month;, check engine light came on 8/8/18, vehicle jerking to right. Service Department at Norcross offered me NO Service. Auto Zone provided better service 8/8/18 with a diagnosis. Purchased 2014 Kia Sorento 7/1/2018 $27, 000. Dealer #[protected]

Hydraulic clutch defective at purchase. Subsequent repair lasted 5 months, 4500 miles, under warranty period. Tow to Kearney Mesa, San Diego location restored pressure in clutch. After test drive and glance at car under carriage, technicians declared sound. Clearly a loss of pressure indicates looming issues, but repair department is refusing further tests. All requests for a copy of repair invoice and warranty are ignored. My attorney is now seeking copies. Email to [protected]@gmail.com

Before you buy a car from carmax read this, I bought a car from carmax in houston of the s.w. fwy on hillcroft, everything seemed fine at first. Than the problems began, the front end shakes, the brakes are no good, the biggest lemonade stand in houston is carmax, I took my car back 3 or 4 times, they never addressed my problem they kept fixing something else that I didn't ask for, after the manager named javier said he wasn't going to loan me another car because I was coming in to many times, I replied that if he fixed my car right I wouldn't be coming back. I need a good car to drive my elderly mother around she is very ill and I have to take her to the doctors and dialysis, with my part time job I can't afford to be going back and forth to carmax, I bought a car from carmax because I thought they were legit and I wouldn't have any problems wrong, i'm almost finished paying off this piece a crap that i'm stuck with, when it's all paid off I will end up with a 25, 000 dollar car that isn't worth it, just the other day I rear ended a truck because my brakes don't work they don't stop you they slow you down, thank goodness my mother wasn't with me, I finally gave up washing and cleaning my car who wants to keep cleaning a piece of crap, now I can't afford to buy another car this one drained me. I part time job at night so I take care of my mother in the day. Not feeling good about it, thanks carmax, to tell you the truth every time I get in that car, I don't feel like driving it especially with my mother in my car, every time I stop the whole front end shakes, not a nice car for the money and for carmax, I don't even go out in my what a shame I only drive to work for me and to the doctors for my mother

I purchased a 2013 QX56 Infinity(so I was told) and it was a 2011. Secondly I was told by the salesman the interest rate and everything I needed to know I was there all day long with my kids and in-laws, when it was time to finalize everything they just did a point and sign and didn't go over anything, so we were obviously under the impression that what the salesman told us is what it was on the paperwork. We have been paying for the car for 1yr. now and it's been crazy the things we found out. The interest rate is outrageous, they doubled the amount of the car, and out of 12 payments only a tiny % went towards the total, I want to pay the whole amount off now and they won't even negotiate anything with me. I don't recommend anyone to get a car from them ever. They are scam artists only tell you what you want to hear and make all these promises and always blaming someone else for their actions. If you can help it DO NOT GO TO CARMAX EVERRRRRR trust me you'll be better off.

On March 29, 2018 after weeks of searching for a vehicle, my son, Robert Facundus found a 2012 Jeep Wrangler at Carmax in Buena Park. He called Carmax and advised them of his interest to purchase the vehicle, but told them he would be financing the vehicle through his credit union, County Schools Federal Credit Union located at 4591 Market Street, Ventura. On April 2, 2018 I, Barbara Facundus, his mother, and Robert Facundus proceeded to the credit union for a loan to purchase the vehicle. To get the lower interest rate, I agreed to co sign for him. Although the total purchase price was $27, 994.18, the credit union would only loan him the amount it was listed for in the blue book. So in addition to the check from the credit union, a personal check was given as a down payment for the amount of $2, 447.00. Carmax was called in advance and advised that we were leaving Oxnard and would be arriving in approximately 3 hours. When we arrived, the car was not ready. When it was brought out, the first thing noticed by my son, myself, and his girlfriend were the tires. Kailey Barnes assured us that there would be no problem replacing the tires in Oxnard, and was more anxious to get the checks in her hand, and for my son to drive the vehicle off the lot. I became upset and decided that I was not going to wait ay longer and left. I told my son that any paperwork I needed to sign could be sent to the Oxnard branch and I would go there to sign them. My son and his girlfriend waited 4 hours before the car was ready to go. He and his girlfriend stated that at least a half dozen Carmax Representatives stopped to congratulate him on his purchase, and each time he brought up the concern about the tires, and every time he was told not to worry about it, that Oxnard would take care of it. I received a call from Carmax on April 4, advising me that there was paperwork that I needed to sign in the business office in Oxnard. On April 9, I went in to sign the paperwork, but before I did I again raised the concern about the tires. I was assured by the Carmax Representative that all my son had to do was bring the car into the service department and they would take care of it. That same day, he took the vehicle in as requested and was told that the tires measured at 4.3 and their policy states that they would only replace the tires if they were 4 or less. Now mind you, this is the first time we had heard this.Since April 9, I have had a half dozen calls with Manager, Mr. Barnes at the Buena Park location. He asked me questions like, why was there no repair order written on it, or why it was not taken to the service department that day because that is their protocol. I told him that it was obvious someone dropped the ball if their protocol was not followed, but that was not our fault. He then asked for names of people who we spoke to. All we could do ws provide hi with the name of the woman, Kailey Barnes who sold us the vehicle. Had we known we were going to run into the issue of them not keeping their word, we would have gotten the names of everyone who assured us that "Oxnard will take care of it". On April 1, Mr. Barnes called me and advised me that he would not replace the tires, but was willing to sell us tires at their cost, and balance and mount them for free. I was outraged because not only was I assured the tires would be replaced, so was my son, and his girlfriend who was with him heard it too. Nothing was ever mentioned about their policy of measuring the tires, only after they had received the checks, casjed them, and the car was taken to the Oxnard Service Department. In other words, just because he could not find a Carmax Rep that is willing to admit that they made the statement to us, or they dropped the ball and did not follow protocol, we were the liars. Since April 11, I have left more than a dozen calls on Mr. Barnes voicemail asking for the price of the tires he promised to sell to me at their cost, and am yet to receive a return call, so yet another promise made and they are not following through with. Also, by the time my son left to return to Oxnard it was dark outside. When he got home, he noticed that his left brake light was out. He drove 3 hours on the freeway without one, placing him in a sadety risk. I refuse to allow them to think that if they ignore me, I will go away. If the Manager, Mr. Barnes does not have the courtesy to even return my call, what example is he setting for other Reps. They said what they had to say just to sell the car. Please help me resolve this issue.

Be very careful when signing paperwork with carmax. We traded in a 2013 Chevrolet Spark with 35k miles on it for a 2014 GMC Terrain with 20k miles on it. We weren't happy with the Terrain and contacted Carmax 2 days after the purchase. It was a Saturday. The manager told me not to worry just to come in Monday and we could give it back and get our trade back. On Monday they had "mysteriously" sent a check to pay off the spark so we would've had to give them the money they paid on the Spark back and give them the Terrain! Made no sense to me. Needless to say Carmax lost a great customer. That would've been the 4th car we bought from them. Also get your financing from a local bank. Carmax gave us 9.9% on the Terrain when we went to our local GMC dealer we got 3.9%. Watch what you sign.

Hello, I purchased a 2009 Chevy Tahoe from Carmax in May 2017. My truck was then totaled in Dec.20, 2017. I only had it for 7 months. My insurance paid $20189.96. I informed Carmax finance the day of the accident and told them that the truck was in an accident and I think its a total loss. The insurance adjuster confirmed on Dec.22, 2017 it was a loss. After about three weeks a check was sent to Carmax. They received the money and still say I owe a principal balance of $1357.04. I feel I do not owe that I have paid every car payment except for December 2017. The total payments I made is $2758.80 and they are not considering early pay off which that would be exactly what it is. In total, my loan was $22, 249.86 after you add the check from my insurance and what I have already paid it comes to 22, 948.76. They already made a profit of $698.90. You have your money and its paid so please remove me the late payment phone calls and take this loan off my credit. I have received several phone calls and I tell them every time the truck is gone it's totaled.

I purchased the 2006 cadillac cts from car max on jefferson avenue, new port news virginia in dec. 2013. The cadillac had 116, 000 miles. Within in 4 years and mileage of 154, 000 I have paid over $14, 000 in repairs.

The following issues: new battery within 3 months, ecm repair within 8 months of purchase, new water pump, new alternator, new starter, new radiator, new tires, new transmission, new brake pads, caliper and rotors on all four tires, new struts, wheel bearings on the front of the car, traction control repair, and finally last week, the engine lost all compression and the entire engine needs replacement.

I have faithfully chained the oil and filter every three thousand miles, rotated the tire, alignments, etc.

When I purchased the car, I did not take out the extended warranty, since it would expire at 150, 000 miles. The car at the time of purchase had 115, 000 miles and I thought what could go wrong with a cadillac, on which I was promised had a 142 point inspection, over the next 35, 000 miles. Boy, was I wrong. I was deliberately sold a defective car.

We purchased a car in September and the car had to be returned for repairs within 3 weeks. On today, the car needed a jump. This is a so called certified car from Carmax. I don't think within a month of purchase I should begin to replace a battery. If the battery was old, Carmax should have notified us so that as a consumer, we could decide if we wanted that additional cost so soon.

I got my car at carmax in march of this year the same month it started making a noise like it had broken axels and the transmission was slipping. I called carmax several times and left several messages for all the managers as well as service associates I work 7 days a week just about every week and they were aware and using to their advantage Because i wasn't able to get to the dealership and I never heard anything back until a few days after the 60 days was up because the warranty through them was conveniently done. They supposedly didn't have an open appointment till June we scheduled the appointment and asked several times if I needed to pay for them just to look at it and they said no not till the repair is done. So we brought it there and we're told they couldn't run diagnostics because we didn't have money we told them that's not what we were told by several different associates but they weren't budging all they did was drive it around the lot then say it definitely needed some front end work to bring it back when I had the money. I got paid that Friday they took my car Tuesday night and started diagnostics Wednesday morning as a "favor" but told me that they could not even look at transmission because it wasn't covered under my extended warranty. I didn't get an update till Friday morning by leaving me a voicemail saying that the mount on the rear differential needed to be replaced so they did that and there just doing a thorough diagnostics to make sure that it did solve the issue we brought it in for. Friday evening they told me to come pick up car when I arrived I asked to see the part they took out and replaced and I took a picture of it I asked if they were positive that was the issue I asked if it still makes the noise then what they said call us ASAP and bring it back and they would cover the deductible for anymore repairs because it should have been fixed I said ok. Then I asked to speak to a manager because I dodnt feel I should have had to pay any of the deductible because they sold it to me broken and the sales rep that sold it to me lied about so much! All that was available was the sales manager so I met with him and got him to agree to half the deductible so I paid $125 and they paid $125. on my way home from carmax the car started making the noise again. I called carmax right then and there and no one answered I left messages for Timothy the customer care rep in services who was handling my car and I left one for the General manager even sales rep and sales manager never got a call back. Called them all day Saturday, Monday, Tuesday and still nothing. Finally Wednesday Timothy picked up the phone and told me that the women who books the appointments left for the day but he left a note to call me in the morning to schedule the appointment but again didn't happen! Thursday I called and was finally given another appointment but it wasn't for another week and a half or so! I couldn't drive my car while it was still broken or my extended warranty would have been voided so I had a car that I pay to much money for every month just so I could look at it parked in front of my house! Maybe if my car payments were $200 instead of $531.59 or if I didn't live paycheck to paycheck or even if I caused the damage then it wouldn't be such a big deal but my car payments aren't low, I can barley keep my family in a apartment and off the streets and I didn't cause any damage to the car carmax sold it to me broken! Not to mention the fact that the sales rep that took over selling me the car knew how important it was for the car I was going to buy to be safe and mechanically sound nothing major needed because my trade in needed so much work I couldn't afford to fix it and I knew my payments were going to be ridiculous and last almost forever! So I wanted a care that wasn't just safe and mechanically sound but that had all the bells and whistles and something I just loved, He also knew I originally wanted to wait to buy a new car till my credit was at least better but I was forced to buy sooner because my current car had gotten worse and without a car I would loose my job and Im the only income providing for my son who has autism my disabled mom and myself so I didn't just need a reliable car for work to support my family but I needed a safe reliable car for bringing them to doctor appointments, speech, and behavioral services. He told me when the car arrived from the out of state carmax they did their own 125 point check again and that included a whole head to toe up on the lift thorough inspection and that everything passed including passing by being mechanically sounds, he also lied and told me the extended warranty I bought was bumper to bumper and it definitely is not! He completely ripped me off and scammed me by breaking the law! When it was time to bring the car back we dropped it off on a Tuesday night this is the 2nd to last week of June at this point, Wednesday morning Anthony the person that replaced Timothy as my service rep for which I wasn't given an explanation for called me and said that the tech that pulled it out of the garage after the repair they did weeks ago that the problem was not fixed and that they told me to bring it to Mazda because the repairs are covered under the power train warranty. So I asked what the car needed and he told me he doesn't exactly know I asked if you don't even know what's wrong with it then how do you know it's covered? The power train warranty covers the transmission and engine and anything to do with the operation of either so you have to have an idea of what the issue is if you can say it's definitely covered but he insisted he didn't know. I told him if it turns out to not be covered then they were taking back the car and repairing it free of charge because that's the agreement Timothy made he acted as if he didn't here what I said and asked why I brought it back to them when I was told it had to go to Mazda. I Was never told it needed to be brought to Mazda or that it was covered under the power train warranty until Anthony told me after we dropped the car off to carmax for a 3rd time to be repaired, I was promised what they replaced was the issue period! Anthony got off the phone with me and called Mazda when he called me back I couldn't answer he left a message basically saying if the work needed isn't covered through Mazda and if the issues are coming from the repair they just did then they would cover the deductible but if it was something new then I had to cover it I called him back and said that it wasn't a new problem it's the same problem I brought it in for that you guys said you fixed so there for you guys are liable for the deductible he said well if it comes to that we can handle it when we get there. He said he could bring it to Mazda because I was at work I asked when they would even look at it and he said he asked them and they actually said they could fit it in that morning, I told him he could bring it he told me he would give them all my info and they would call me when they got the car. My car was at Mazda for 4 days and I hadn't heard anything so I called them Anthony never told them it was my car never gave them my info they were under the impression that this was one of carmax fleet cars! And he never talked to them about fitting it in the same day or even the same week he lied again just to be able to wash their hands of me! John at Mazda was and is very nice they got my car that same week in June but weren't able to even look at it till 1-2 weeks later now we're in July! John called about the 2nd week in July to tell me my car needed a new transmission and transfer case but unfortunately all 2013 Mazda CX-9 need new transmissions and transfer case at about 30, 000 miles so the parts were on national back order so he couldn't even give me a time frame to when I would be back in my car but he could tell me that he has proof carmax sold me a lemon! At this point I'm very annoyed! And every person at carmax was avoiding me or telling people to tell me there not available to the point that I had to call out of work to go down there and demand to talk to a manager. The general manager joe was the only one available so I met with him I explained what was going on and how they sold me a car that was against the lemon law and that they need to not just give me a loaner but pay my car payments for every month I didn't have and continue to not have I should not have to choose between paying my rent or paying my car payment when I don't even have the car! And that's my reality right now! I was promised I was being sold a safe sound car and I wasn't! Once I told him how much my payments were he got me in a loaner very quickly and promised a refund for the bs repair they did. The loaner was for a week he said hopefully I'll have my car by the end of the week but if not to go back and he would extend it and have that refund for me...the middle of the week came and Mazda had given me a time frame of another month and that I should file a complaint with the DMV dealers and complaints as well as get ahold of someone at carmax who could make this right so I tried that. I called a million times and either got sent to voicemail told no one was available to help me at the time or just hung up on the only department that would answer for me was sales. So I let loose on them and they said they were going to transfer me to the service manager Julius, shockingly he didn't answer his phone! I left him a message about what was going on how angry I was and how unprofessional they were. I waited 3 days and he never called me back! Very unprofessional! The week for the loaner was up so I had to go extend it anyway I figured I would meet with joe again and ask for the contact info for the head manager but joe wasn't there Julius was. He sat with me in his office and asked how he could help me I told him about what's been going on and that I left him a message and he cut me off by saying oh yes I heard about you joe went above and beyond to help you he shouldn't have given you that loaner because we're not liable for your cars repairs Mazda is so they need to give you a courtesy car. He proceeded to tell me that there's no reason Mazda can't give me back my car so I can drive it till the parts come in I explained how there was only 3, 000 miles left on the power train warranty driving it till the parts came would exceed my warranty plus my extended warranty will be void if I drive it while it's still broken. He said I don't know who told you that but there wrong we do it all the time. I said Mazda and the place my extended warranty is through told me but he just continued to tell me I was wrong. He said he was going to call mazda so we could pick my car up because he wasn't giving me another loaner, I told him he could call but the answer is going to be no. He called Mazda and sure enough I was right they told him my transmission was shot the gears were all chewed up, so he told them they needed to provide a car for me John said he would talk to his manager when he got back and let them know. I was in the waiting room for 2 hours when Julius came out and got me and said that Mazda is trying to locate the service manager to get me a courtesy car and he would let me know when he called back. Another hour went by still nothing after another 20 min I went to talk to Julius myself but he decided to sneak out of work early and just leave me sitting there stranded! Anthony took over trying to get Mazda to give me a car but when he called he was told they didn't have any courtesy cars right now and that carmax needed to provide me a loaner, bye the car back from me, or give me another car of equal value because they broke the law by selling it to me In the first place and carmax refused but he put me in another loaner for a week however he told me that I needed to go to Mazda and do everything I can to get a car from Mazda because carmax will not be giving me another loaner it's not their responsibility it's mazdas. By the end of the week Mazda did have a car for me so I brought carmax back their loaner. While I was there I asked again to meet with a manager and was told they all went home for the day even though I could see Julius in his office! But I had to leave I've still to this day been trying to get this situation rectified it's now September 9th I still don't have my car. This is the 3rd month I've been without my car that I just got in march! In fact John from Mazda called two days ago and said that the transmission and transfer case are complete and running smooth but when they test drove it they found another problem. He said the whole rear differential needs to be replaced and the good thing is it's covered under the power train warranty the bad thing is the availability date for the parts is to be determined so we again have no time frame to get my car back! Plus carmax replaced the mount of the rear differential so number one they saw the whole thing was shot and didn't say anything and number two they knew it was covered under the power train warranty so they should never have touched it! They only did so to get paid I know how it works the more the find wrong and fix on your car the more they get paid! The problem is I have a message stating that if anything is covered under my power train warranty then Mazda would take over they would not repair anything under the manufacturer warranty! They owe me my deductible, and so far 4 months of car payments and more to come! Or instead of more to come then the four months of car payments I had to pay even though I didn't have my car because of you guys and I car of equal value that's not breaking the lemon law! I have been trying extremely hard to be nice about this and to be calm about this and most importantly I've been trying to get carmax to work with me to make it right without my lawyer but it's not happening and it's getting more and more apparent that I will have to bring him in! And the people at east haven carmax refuse to correct their illegal wrongs! The CT state lemon law states if your sold a vehicle that is not safe or mechanically sound then the dealer has to buy it back or give you another of equal value. It also says if the vehicle is brought to the dealership 3 times and the issue is still not fixed and or you have been without your vehicle for more then 10 business days then the warranty from the dealership is still valid which means carmax is breaking the law till I'm given another car of equal value and no issues! Trust me if this goes to court I will win carmax broke the law period! It's a pretty open and shut case!