CarMax Reviews

The "hitch" came when the final ship date came, and the salesman called to let me know the transfer had fallen apart (3rd party vehicle hauler) and it hadn't shipped yet. I complained and pointed out that this was costing me money. He promised to try to get the shipment expedited with another hauler. A couple of hours later, he called and said that he and his manager were able to expedite the transfer; they would also refund the shipping fee. He also said he would see about some compensation for the rental fees I was accruing. I agreed, but thought this offer would disappear when the car finally got there. Well, the car arrived a few days later, as promised. It was what I wanted, and I went ahead and purchased it.

The salesman also had me meet with the sales manager there, who reiterated that the transfer fee was being refunded, and wanted some documentation for the cost of the rental, I told him that I figured I spent three extra days in the rental, and gave him the total cost (including taxes and other fees). He asked me to wait a few minutes, and came back and said he would compensate me for that amount, and arranged to do so in cash. In addition, the rental company, which normally would pick up the rental from the dealer couldn't do so as they were understaffed that day. They had an office less than a mile from CarMax, so I mentioned to the salesman I would leave the car there and walk back. He said that wasn't necessary, and arranged a courtesy Lyft trip back at their expense.

Finally, a few minutes before leaving, the manager came by and said there was a small problem with the vehicle -- a bracket holding the license plate light was broken. He said they would order the part (and did it while I was there) and said to just stop by when it gets in and they would replace it. I was pleased that they were even looking at the small details like this. Overall, I felt that I was treated like a valued customer -- a rarity these days. Given the low mileage (just under 30K miles left on warranty) and flawless appearance of the vehicle (I've never had mechanical problems with cars from there), the price, I felt was reasonable. And the service was excellent. Their willingness to handle the "hitch" to make me whole was a pleasant surprise as well. I'm getting to the age where this might be my last car. However if I do get another one this is where I will go, no questions asked.

Since presumably I purchased the car with this active code running, I figured I would take it back to Carmax and they might offer to look and fix as a complimentary service. One would probably venture to guess too that before Carmax sells cars they also run the scanner of all codes. So I take it to Carmax service today (6/29 around noon) and ask to have it looked at. The woman at the front desk tells me she is not able to make me an appointment or to have anyone look at it because there is no check engine light on. I kid you not she even insists on walking out to my car to fact check and confirm there is no light on.

My mechanic had clarified that sometimes it can take a bit of time for an active but pending code to trigger the check engine light and had also offered to diagnose and fix the issue. I tried multiple times to explain this to the woman at the front desk at the service department to absolutely no avail and at one point, she even stopped responding to me and just stared at me, seemingly hoping that I would stop trying to get service for my car and leave.

I have never experienced such customer service and treatment at any of my prior mechanics or dealerships that I’ve been to for car service. If there was ever a time that I brought my car in for any funny sounds, smells, etc. they were always willing to at least take a look at the car. I find it extremely extremely strange that Carmax was not willing to simply take a look, scan for codes and propose a solution, especially given I had a printout from my mechanic. I also would assume that when Carmax purchases and sells cars, they do more than simply “check the check engine light” despite the fact that this woman seemed to imply that all that was necessary to make sure a car was in good order was to check the engine light.

I unfortunately purchased the extended Carmax service plan and will most likely be canceling considering I absolutely do not feel comfortable that Carmax is willing to service my vehicle in the way that I trust and that I would like my vehicle to be serviced, nor is their service department able to treat customers respectfully. Unfortunately, I’m sure there are very good and qualified individuals working in the back on the cars, but all that the customer interacts with is the person at the front desk, who does not seem to be aware or care how she represents the company and the whole department. All I can hope now is that this does not turn into any major issue. It is absolutely not Carmax‘s decision to what extent I choose to diagnose and correct issues with my own car.

If a customer would like a full work up of their car and issues fixed regardless of how minor, that should be completely up to the owner of the vehicle rather than the woman who simply sits at the front desk, especially considering auto service generally follows with an invoice for materials and labor. I would also love to share that my sales experience was extremely pleasant and I very much enjoy the vehicle I purchased. I worked with Scott out of the Hartford superstore. Unfortunately though, my experience with Service will now taint the Carmax transaction experience. This was by far the least customer centric service department I’ve ever experienced in my life and I am incredibly frustrated. I partially hope the check engine light doesn’t end up turning on just so I do not have to return to carmax for service. Good riddance.

32k cash hard earned money, then they say, "We are sorry we cannot sell this truck to anyone because the title says it has 50k on it and the car reads 47k." so they came up with we can drive it 2k miles then. Sell it or file for a new title for it. So as I was walking out with my heart ripped out and my time, my money, all valued like I was someone trying to get approval or a loan. They did not offer to sell me anything else and they did not follow up with me. I’m taking my money some place else due to the fact

1. I am going to buy cash now. (Sales person says great however the 20min test drive is over so I know you said you're paying cash and buying it now however car max policy 20min test drive lmao). 2. They had the vehicle as a certified and. Saying on report that all was good. When in reality they wher going to sell me a vehicle with the mileage wrong on title and from car over 2k in miles. 3. They had no value for my money or my time (but definitely did a great job at the 20min test drive give that sales person a raise great job)

I walked out, went into the Show Room, and saw the truth: Three kids laughing at the counter. Two “order takers” sitting together. Two orders were taken on their phones. No greeting. No engagement. No awareness. No urgency, no leadership. That’s not a sales floor. That’s a daycare with car keys. Discipline, accountability, metrics, training, standards, consequences. They had none of it.