CarMax Reviews

When I arrived, I explained to the manager that I had $10,000 in cash, in $100 bills, inside a white envelope located on the passenger side of my vehicle. I asked for permission to access my car to retrieve the money. She refused my request and was rude and disrespectful throughout the interaction. Even after I repeatedly explained the urgency and importance of the situation, she would not allow me access to my vehicle.

Later, after I had left, the manager called me and claimed that only $200 was found in my car—not the $10,000 I told her was there. I told her that was impossible because I knew exactly how much cash was in my vehicle. Instead of discussing the matter professionally, she accused me of raising my voice and hung up on me.

I immediately returned to the facility, contacted the police, and filed a police report. During my conversation with the responding officer, I was told that there have been numerous complaints from people who claimed that their property had gone missing after their vehicles were towed to this company. That information is extremely concerning. I also contacted CarMax and was instructed to file a claim, which I have done. I expect CarMax to thoroughly investigate this matter and work toward resolving it. If this issue is not addressed appropriately, I will consider pursuing legal action to recover my losses.

CarMax should carefully evaluate the companies it chooses to do business with. Customers should be able to trust that their vehicles and personal property will be protected while in the custody of a towing company. Based on my experience, I do not believe Advanced Recovery Solution provided that level of care or professionalism. Until this matter is resolved, I cannot recommend CarMax to friends or family. I also intend to share my experience on social media and consumer review platforms so that others are aware of what happened. I simply want a fair investigation and accountability for the loss of my property.

Having a knee replacement after the purchase didn’t allow me to drive the vehicle for about 4 weeks, and my commute is 5 miles to and from work. Regardless, after 2,700 miles, my beautiful little car started fading pale yellow (above the driver side hub and the front of the vehicle. The car came with a clean Carfax! However, I learned that it had been repaired by an independent company that worked “under the table (cash) without disclosing the problem to the DMV!” About 2k miles later, the thermostat failed - costing me in excess of $1800. DO YOUR HOMEWORK. I’m already out 4k.

Plot twist: I — a guy with Google and a working phone — found the part myself, at a parts supplier in Washington State. I was told, essentially, to stop being silly and let the grownups who know the car biz keep looking. Then that same unfindable part magically materialized in the hands of Will, the service manager, WHILE I WAS ON THE PHONE WITH HIM. The BMW Continuum works in mysterious ways, apparently — mostly when a customer starts quoting Texas consumer protection law.

And Will's grand finale, after six weeks of this circus? It might maybe possibly be done tomorrow. No commitment. No apology. A wishy-washy shrug at the finish line of a marathon THEY made me run. So I asked for the bare minimum gesture of goodwill — a year of oil changes, or a second key so I could actually program my own car. Oh, only Caleb, the general manager, can approve that. Great, let me talk to Caleb. Caleb's on vacation. We don't know when he's back. The buck stops nowhere. It just goes on holiday.

Their legal team? Took TWO WEEKS to respond, only to hand me the exact same answer they'd given two weeks earlier. That's not diligence, that's a stall tactic with a law degree. And the damage isn't just time. Because they sold me a car that immediately died, I had to explore other financing — credit pulls that hurt my score so badly that CarMax's OWN finance partners then told me my credit was no good. No good for a new loan, but perfectly good enough to keep making payments on the broken car they sold me. Make it make sense.

One genuine bright spot: Paola in Customer Relations at the home office, who fought for me inside a machine seemingly designed to prevent anyone from helping anyone. She deserves a raise and hazard pay. She is a hostage of the same siloed dysfunction the rest of us are — a company where no one can authorize anything, everyone defers to someone unavailable, and departments refer to each other as outside partnerships. That's not a business, that's a hostage situation with a logo.

I spent my career running customer operations for companies on three continents. I know what good service looks like. I know what broken operations look like. This is the latter, wearing the former's name tag. My car is allegedly, maybe, possibly fixed. My complaint is not. If you shop here: document everything, know your rights under the Texas DTPA, and pray your car doesn't break — because if it does, you'll need the patience of a saint and the persistence of a debt collector to get anything resembling accountability. One star, and honestly, that star belongs to Paola.

I also later discovered that the vehicle had previously received an engine replacement before I purchased it, and I was not informed of that history during the sale. Had I known the vehicle had a replacement engine and the extent of its prior repairs, I would have made a different purchasing decision or negotiated a different price. This experience has involved months of repairs, disputes, loss of use of the vehicle, and significant frustration. I encourage anyone considering buying a vehicle sight unseen to request all repair records, vehicle history, and written disclosures before completing the purchase.

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.

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.

After the sale was completed and I had already taken possession of the vehicle, Carmax (Norcross) began contacting me regarding alleged issues with the transaction. The sales manager (James or Justin) informed me that they want me to return to the dealership and sign new paperwork under different terms, Specifically, I was told that I need to bring in my pay stubs (sounds like a restructuring deal under my nose).

What's concerning is that the sales manager has repeatedly refused to provide written documentation explaining exactly why these changes are being requested. I have not heard anything from my lender except from what the sales manager is saying what the lender is "telling him"... one day it's an administrative glitch, the next week it's pay stub issue.

I am requesting that Carmax provide a complete explanation, including my entire file, that states every interaction between the lender and dealership regarding my car. I am also requesting Carmax honors the original contract so that I can get my tag and registration. Before you reply with that computer-generated response... no, do not call me to discuss, just send in my final paperwork so I can get my tag!!! Thank you, Sales Manager!!

When we got home, discovered one key fob wasn't working. Did they not check?? Drove there, 1 1/2 hour round trip, again next day. They made some excuse and put in new battery. Still not working. This was on Sunday, but they would turn the repair request in on Monday and someone would come to our house to fix. By Wednesday, still no key. A phone call discovered it had never been turned in. Promise to fix by Friday. Friday, no repair.

Another call, the following Tuesday, revealed IT STILL HADN'T BEEN TURNED IN. 9 days after purchase. There were a couple of issues we wanted fixed, so made appointment with service for Wednesday. One issue was because the battery was going bad!! Didn't they check that, either? Along with the tire pressure and the key fob? The key repair place finally called, said they weren't ever told, which we knew, and, if we would make an hour-long round trip on Friday, they would meet us, or we could wait until NEXT TUESDAY, when they would be in our city. 17 days after purchase. Not doing business with CarMax Bristol ever again.

RepairPal warranty experience was disappointing. I was encouraged to purchase the RepairPal warranty package, but when I actually needed repairs, it was difficult to find participating repair shops with availability. I ultimately ended up being referred to the dealership anyway. Trade-in/resale offers felt extremely low. When I attempted to trade in or resell my vehicle back to CarMax, the offer was thousands lower than what comparable vehicles of the same year and similar configuration were being listed for on their own lot.

Poor communication regarding vehicle holds. I specifically communicated that I intended to purchase a vehicle and requested it be held for 2 additional days due to a personal emergency. Despite that conversation, the vehicle was shipped to another location. In hindsight, it may have been a blessing in disguise. Overall, my experience with CarMax did not match the transparency and convenience they advertise. I personally will not purchase from CarMax again. My advice to the public: regardless of where you buy, always verify the VIN, obtain independent inspections, review the paint/body condition carefully, and compare trade-in values elsewhere before making a decision.

It needed the front bumper replaced (new), which should have been replaced from the second time I bought it back for repairs …at which I show the Service Advisor the photos and parts that was shave, to keep it together. This is a Major Car Dealership and this is the kind of service they are offering with Service Advisor who don’t get back in touch with you nor Service Manager. What’s your view on CarMax? I’ve have read a crate full of incidents just like this if not worse…. You decide if you wanna buy from them???

But… it doesn’t stop at that, you can never reach customer service because no one picks up, and when you ash to speak with someone in a management position, your inquiry goes unanswered. Now this is a business that's well known well established and supposed to be up on customer service satisfaction. I think not…. Photos have been provided so you can see the quality of their work or the disregard for prepping the vehicle before it is put out to Sales.

The worse part of the deal is that Carmax makes you pay for shipping that is non-refundable for a car that you may or probably will not want. Shipping ranges from $99-$1,500+. The pictures that they post online about “imperfections” did not cover even half of the imperfections. So I paid to have a car shipped to Carmax in Brandywine, MD and had to walk away because the car was terrible. Lost that money. They must be stopped.