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.

However, while waiting to test drive the vehicle, Ahmed called me back over and informed me that the manager, Nate **, wanted to review my bank statements to verify that my paycheck deposits matched the pay stubs I had already provided. Although I found this request excessive and embarrassing, I complied and logged into my personal bank account to show that my deposits matched my pay stubs exactly. After this was verified, I was once again called back from the test drive process. This time, I was told that my monthly income was off by approximately $200 and that my application needed to be adjusted and resubmitted to Capital One. After carefully reviewing my pay stubs with Ahmed, I demonstrated that Mr. **'s calculations were incorrect. In fact, I had actually reported approximately $200 less income than what my documentation supported. Despite this, my application was rerun again.

At that point, I was extremely upset and struggling to remain professional. Throughout this process, I received no apology from Mr. ** for his mistake or for the inconvenience and embarrassment I experienced. Instead, I was left with the overwhelming impression that he was determined to prove that I was dishonest, submitting fraudulent documents, or attempting to deceive the dealership. His repeated requests for additional documentation beyond what Capital One had required made me feel as though I was being treated like a thief, a liar, and a scammer rather than a valued customer. To make matters worse, my friend accompanied me during this visit and witnessed the entire interaction. Mr. ** walked past her without acknowledging her presence and never apologized for incorrectly challenging my reported income. The entire experience was humiliating and left me feeling stereotyped and singled out.

I understand that dealerships have a responsibility to verify information and protect against fraud. However, there is a respectful and professional way to conduct those reviews. The manner in which I was treated lacked professionalism, courtesy, and basic customer service. I would appreciate the opportunity to speak with Mr. **'s supervisor or a member of CarMax leadership regarding this matter. I believe customers should be treated with dignity and respect, especially after they have already met the lender's requirements and provided the requested documentation in good faith. I sincerely hope CarMax takes this complaint seriously and addresses the concerns regarding how customers are treated during the purchasing process.

The first reason involved my daughter's vehicle purchase. She purchased a used Volkswagen from CarMax and also purchased the MaxCare extended warranty offered through the sales process. Only months after purchase, the vehicle suffered a catastrophic engine failure and required a complete engine replacement. While the warranty covered the repair, I believed this was an opportunity to help her move into another dependable vehicle rather than continuing the loan on a vehicle that had already experienced a major engine failure.

The second reason involved my own vehicle purchase from CarMax. About six days after purchasing a vehicle, my son noticed a dent near one of the rear reflectors. When I returned to the dealership, I was initially told the damage must have occurred after purchase. However, after reviewing the original online listing photographs, it became clear the dent was already visible before the vehicle was sold to me. Once the photographs were reviewed, the damage was acknowledged and I was offered repairs.

The third reason occurred after that experience. While returning the vehicle, I visited a nearby Mazda dealership and learned I could purchase a brand-new vehicle for less money, lower monthly payments, and significantly lower financing costs than the used vehicle I had purchased from CarMax. That discovery further reduced my confidence in the value of my purchase.

The fourth and most significant reason occurred approximately a year and a half after my daughter's first engine replacement. The replacement engine also failed. By that time, the vehicle had exceeded the warranty mileage limitations and the second engine failure was not covered. My daughter was left facing substantial repair costs and ongoing financial obligations associated with the vehicle.

I understand that mechanical failures can happen and that no dealership can guarantee every vehicle will be problem-free. However, what stands out to me is that both my daughter's situation and my own could have followed a different path had the focus been on doing what was right for the customer rather than simply repairing the vehicles.

Looking back, these four experiences permanently changed my family's confidence in CarMax. They are the reason we no longer do business with the company and why I share our experience with others when asked about purchasing a vehicle from CarMax. This review reflects my family's personal experience and opinions based on the events described above.

Over the next two weeks, the vehicle spent three days and nights back at CarMax for inspection and service. During that time, I paid for a rental car out of pocket while attempting to get the issue resolved. Most importantly, I no longer felt safe driving the vehicle. Whether CarMax agreed with my assessment or not, I purchased the car expecting confidence in its condition. Instead, I found myself questioning the safety of a vehicle I had owned for less than two weeks.

To CarMax’s credit, a corporate representative eventually contacted me and apologized for the experience. However, when it came to a resolution, I was offered only current market value for the vehicle rather than reimbursement for the expenses and inconvenience I incurred after purchasing a vehicle that developed problems almost immediately.

Used cars can have issues. The true test of a company is how it responds when those issues arise. In my case, I felt my concerns were dismissed, my out-of-pocket costs were not addressed, and the proposed resolution left me bearing the consequences of a vehicle problem that surfaced almost immediately after purchase. Based on this experience, I would strongly encourage anyone purchasing from CarMax to obtain an independent inspection as soon as possible and to carefully review all return and warranty options before the return window expires. I cannot recommend CarMax based on my experience.