CarMax
Reviews and Complaints

This place is awesome because it is filled with amazing people. I was there today to sell my car and dealt with Hunter in the business office. I was shocked to learn that she is new because she was fantastic. I didn't have all my paperwork in order, but she quickly told me not to worry and leave everything in her hands. Not only did she take care of all the missing paperwork, but she had me in and out with no stress and check in hand. I was shocked that everyone wasn't shopping here because their commitment to customer service obviously flows down from top management. Everybody had a smile on their face and I can see why. They love helping customers and working for such a great branch. I don't know if all Carmax locations are as great as this one, but if not, then they need to come here and take notes. From the minute I walked in the door, I was treated with such great care, honesty and courtesy. They go out of their way to protect everyone with proper social distancing and hand sanitizer everywhere. What a clean place they have which is why there was no coffee in the service area. I understand why due to Covid, but gosh, a cup of coffee would have been great to top off an amazing experience. Quelah, the manager came over and I saw where her team learned the lesson of placing the customer first. Their offer was not only fair, but a little higher than I expected. I loved every minute I spent there and will encourage any person to go there for automotive needs whether it's service, new car purchases or trading in a vehicle. Ask for Hunter in the business office and tell her Stephen sent you. She is just tops. I wish there were other words to use besides Amazing, Great, Awesome, Perfect, Superior, and top-notch, because these folks are truly miles above their counterparts in the automotive sales industry. Keep up the great work and thank you for providing me such a wonderful experience at your store today.

I purchased my car in June 2021 with the extended warranty. Unfortunately, on the very first day, I encountered a problem with the seats. I had to leave the car at the dealership, and a few days later, I received it back. My car is a ***, equipped with a diesel engine. However, less than a month later, I experienced another issue with the seats. I took it back to the dealership, and they kept it for a couple of weeks before informing me that they had fixed the problem. This pattern continued for a few months, with the car repeatedly being taken in for repairs. Eventually, they decided to send it to the *** dealership, where they successfully resolved the issue.

After a couple of weeks, I encountered a new problem with my steering wheel. It became stuck, and I had to exert a significant amount of force just to turn it slightly. This was extremely dangerous for me while driving. I returned to the dealership, and they kept my car for what felt like an excessively long time. Finally, I received it back, and it was functioning properly again.

However, a few months later, the engine light turned on. I assumed it was time for an oil change, so I took it in. As soon as I arrived, I noticed all the staff members gathering and staring at me. I entered the dealership and explained the situation, which seemed to bring a sense of relief to everyone present. Since I have a diesel car, it requires a specific type of oil. Unfortunately, they did not have the correct oil in stock, so I had to wait for a week for them to obtain it and perform the oil change. Additionally, the filter needed to be replaced during this service. Due to the extended wait time, they offered to rotate my tires for free. However, ever since that day, my car has been experiencing various issues. The accelerator is not functioning properly, and the engine light remains on.

Frustrated with Carmax, I decided to go directly to the *** dealership, fully aware that it would likely be expensive. *** contacted me to inform me that the wrong oil and filter had been used in my car. I was extremely angry because if I had continued driving the car with the incorrect oil, it could have caused severe damage to the engine. It is clear that Carmax lacks the expertise to properly service luxury cars. Therefore, if you plan to purchase a luxury car from them, getting the extended warranty is pointless since their mechanics are not knowledgeable in servicing such vehicles.

My Fiancé scheduled an appointment to pick up her car that came in from Charlottesville VA great car-in excellent shape. Her appointment was at 4:30pm she finally got waited on at 6:30pm. Then there’s always the corporate kiss a77 that says we'll be right with you!

Why not have somebody at the actual

site that handles all the indirect problems to

make things smooth? Makes sense huh?

Then these dealerships wonder why people hate coming to there.

Great cars is one thing but their customer service is HORRIBLE.

I do not recommend this location for service as their EXPRESS CHECKOUT is just a saying to get you in the door. Again I love their cars but hate the service it’s ridiculous how they play with peoples time.

I purchased a vehicle in march and 1 month after I started having brake problems come to find out it was an oil leak. I need somone to contact me immediately. I’ve left messages and messages i’ve been told that the wait for my vehicle to be seen was months out. How is it possible to have your vehicle services in the condition.! Spoke to the manager and explained the problem and she guided me to take my vehicle to the bmw since I had my brakes done there when it wasn’t my broke. It is a motor problem! I need assistnace immediately! Monica caballero [protected] horrble horrible customer service at the gulf frwy location

On July 28th, I called Carmax in north Houston to set up a payment for $250. This payment cleared my checking account. On August 9th I got off the bus from work and saw that carmax had towed my vehicle from my home for a repossession. I received a confirmation number on July 28th that my car payment was received but now my car has been repossessed. I have called carmax every day since the incident and the problem has still not been fixed. I would like to speak to a supervisor on the incident. Why is my car being repossessed if all of my car payments are caught up and my last received payment has been taken care of?

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.

Purchased a vehicle may 31 2023 from Carmax TinleyPark location. 2 weeks later the vehicle service engine light came in and the water pump wasn't broke down.I was told to have it service at the hillside Carmax by service manager Jose Certa.They kept my car and gave me a loaner car which broke down on the way to work 3days later.They told me to pick up a new loaner from the TinleyPark location.On July 15 I made my first payment no vehicle yet though still being worked on.On 7/18/2023 TinleyPark police swarmed the loaner vehicle carmax gave me and told me to get out the car the plates were reported stolen.Not only did I miss work now this .I showed my documents from Carmax and the officer told me to call them when they open.I went directly to hillside carmax and now my car was fixed and Jose didn't know anything about the false stolen plates? HE said it was from TinleyPark location who gave me the loaner.I called TinleyPark location and MARTV there service manager blamed it on Hillside location?Worst customer service and fraudulent stolen plates on loaner put my life in jeopardy police event #[protected] on file I spoke with police on phone and they verified Carmax reported plates on loaner car stolen Most traumatic situation I've been put in that could of ended up very badly Carmax put me on hold and hung up also trying to get ahold of the manager.These locations need to be investigated

I bought a Tesla Model C from Carmax in Palm Desert, CA on January 30, 2023. At the time, I was pleased with the sales staff and wrote a really positive review. At my first Tesla service on July 10, the Tesla technician told me that all four of my tires needed to be replaced. I said that's not possible, I was told they were new tires when I purchased the car. I'd had the car for 6 months and 5,000 miles. I went to American Tire Depot in Indio and without telling them anything, asked them to check the tires. They came back and told me all four tires had inside and outside wear and I shouldn't drive on them. Further, they said that the tires were a cheap Chinese brand that retailed for $70.00 each — that means the cost to Carmax was probably half that. I love my Tesla it's a great car, but driving a performance car on poor tires is a real disappointment.

I went to Carmax and told them all this and they said tires aren't on warranty. I said it's unbelievable that you'd put this kind of tire on a Tesla and they're worn out and unsafe by 5,000 miles. They told me that when you buy a new car, you should always replace the tires. I said why would I do this when you told me these were new tires? Not a fan of Carmax now.

I purchased a used Toyota Prius c at the Frederick, MD CarMax location on Urbana Pike back in October 2021. I did not use financing, I purchased the vehicle outright. I was very happy with the buying experience, but I never received a title from MVA. My registration is now due to be renewed, but the MVA has issued a "flag" on my car, stating the placeholder title # is invalid. I contacted the dealership on June 5, 2023 and was told they would take of the situation and resubmit the paperwork to MVA. I never received a title in the mail from MVA, but I did receive another notification that I had a flag on my car. When I called back later in June I was told "Nick" would handle the title situation with MVA, but was not available to speak with me. I have called numerous times to follow up, but Nick was never available for one reason or another. Today I called back requesting to speak with the General Manager and was transferred to a gentleman who told me his name was Luke. I explained the problem and was given the # for customer service complaints. When I stated I just wanted my title and suggested I make an appointment to come in and talk with Nick, I was told contacting customer service would be the best way to resolve the problem (?) I called the # but a recording said no one was available to take my call. When I called the dealership back asking to speak to Luke, I was told no one by that name worked at the Frederick location. I was then transferred too "Tammy" who told me the paperwork was submitted to MVA TODAY (6/22/23) and that I should expect a title to arrive in the mail in 2 weeks. I have no confidence that this will happen and have no desire to return to CarMax in the future for a trade in, nor will I recommend them to anyone looking for a used car. It is clear that once you are no longer paying them, they have no interest in helping you.

I went into a location 4300 Atlanta highway and I was greeted by an employee by the name of Dylan Savage. I told him I was interested in a 2022 BMW suv. I guess he didn’t think I could afford it because I’m young and black … He took me over to a Kia soul smdh I told him that’s not my style. I said I already know what I want. He said yea but you’re gonna need a big down payment for that BMW. To be honest I was gonna pay cash. I had enough money on me to buy two of them. I told him I don’t think this dealership is my kind dealership. He said there’s a buy here pay here not far from here. I said I’ll buy there before I buy from your [censored]. He said good ! As I’m walking away he called me a [censored]ING [censored] .I will never go back to any car max locations

Purchased a 2017 truck and put 1500 miles on it, my wife and I heard a metal-to-metal sound coming from the wheels. We took it to our mechanic, and we were told that we needed to put new rotors and pads on all four wheels due to the extreme rusting and pitting of the rotors! We contacted Carmax and were told that the vehicle was past the 90 day warrantee and it was not covered for "normal wear and tear" ! This is totally unacceptable. How can a supposedly "certified" vehicle have pitting and rust on the rotors after just 6 months of ownership and putting 1500 miles on it? We are facing a $1200 repair. After repeated calls to CarMax in Dulles, no one even offered to inspect the vehicle, instead they just stated that the item was not covered due to the length of ownership! What a rip off after spending $43000 for a vehicle you would expect better customer service!

Cathy Caldwell

3419 24th Ave, Temple Hills

Maryland 20748

Good Day,

Around December 7, 2022, I purchased a 2021 Toyota 4Runner form the Waldorf Car Max,

First please let me say I didn’t believe this. Around the week of May 8, 2023, every time I turn on my heat my car stared to shake on inside, I call Car Max, so I could get it look at. I was advised for the problem I was talking about to contact Toyota Dealer. I said the car would shake when I turn the heat on.

When I took the truck there and they came back and advise me that my truck had or had signs rodent inside that on the filter and inside the blower motor, fan blades damaged and debris all around housing.

It was recommend blower Motor, Cabin Filter, Air filter, Duct Work Cleaning and Disinfection.

I am not blaming you and I am truly not blaming myself. I live in Temple Hills Maryland, I am a retried DC Police Officer since 2015. I have own about four autos in my time living in my home, and we have more cats running around here than anything. I don’t know what type of rodent that was on my auto. I am asking if your company will please just think about helping me with this bill. I had to pay $790.00 dollars.

This could have been done while my auto set at your lot before I purchased it. I am truly just asking to see if by chance someone would just look into this. I have sent you these picture. I only had my auto from December to now. I drive my truck and love my truck just about every day. I was advised that this happen when an auto set in a location for long time.

On May 6th, My Uncle passed away and with all my funds in my savings I had to pay for his service, and then I had to come up with $790.00 to have my auto fix.

I know people like to claim this and that, well that’s not what I am trying to do, I just don’t believe that I should have taken on another burden all alone. Please try to help me.

I truly thank you for reading my letter I hope you will help

Cathy Caldwell

[protected]

So since day purchased feb 2022

I have has nothing but issues with car from day one as soon I drove out the lot the car had issues they told me to come back be quick fix I did they fix few things few weeks later dame thing had alot of issues tried to return car 6 months after purchased they said only can sell back to them not return decided to stay with it and since then been in dealer like 7 times 5 for same thing contacted corporate office they don't wanna help they say I have car max care they will pay for it but if I d8dnt purchase the maxcarw I would of been really screwed 10k or more in work I now again gotta go to dealer to fix another issue That's related to same problem steering rack they now keep passing me along in corporate office dont return calls and the car has to go back to dealer this week for universal joint another big job the car is. Not reliable inhave kids can't even drive it because it's not safe. The car only got 40k on it purchased with 34k

I bought the car from Carmax in August 2021--since then I have had the car taken in for repairs about 4 times and I have to have it brought in again...The car has 100,700 miles so not High mileage however it seems like every 3 or 4 months I am having to have something repaired on it. Of course I owe more than the car was worth by about 3 times as much otherwise I would get rid of it. I got the extended warranty but I was under the impression that it was 100,000 miles of me owning the car not until the car reached 100,000 miles. I am really not happy with the purchase and the way things were explained I will never make another car purchase from there.