CarMax Reviews

I filed a complaint with the BBB and they also were unable to get an acknowledgment of the unethical practice from Carmax. At a minimum I really expected someone in the company to apologize and acknowledge that I had been lied to. Everyone that I spoke with at Carmax had the same condescending attitude, I'll never do business with them again or recommend them to anyone.

Waiting to purchase the car, the sales rep could not process any paperwork because even though the car was on the lot the electronic file was not in the Sicklerville system. We sat there for over an hour and half waiting for the electronic file to be transferred from King Prussia. I chose to register the car myself. After five days passed I went to pick up the title and other paperwork to take to the New Jersey Department of Motor Vehicles for the tags and title. The staff member in the business office handed me a folder and stated everything is in order for the DMV. The first trip to the DMV the document that transfers the car to me was missing. The car has been transferred from King a Prussia to Sicklerville but not to me. I return to Carmax, for the additional paperwork. They admitted they forgot to include it.

Second trip to the DMV. The clerk notices the information stamped and filled in by the staff at Carmax does not match the bill of sale. (Taxes and purchase price incorrect). Return to Carmax for the third time. Someone in the business offices sees this in my third visit in the same day, takes all the paper makes the corrections and reviews all the documents for correctness. Another person from the business says would you “like a tank of gas for all your trouble.” My response if I had the car with me I would return it to you!

Third trip to the DMV, they too also commented on the incompetence by the Carmax staff. Each trip to the DMV meant standing in endless lines, only to be told 2 times that the paperwork was wrong and I had to return to Carmax. I spent a day going back and forth to Carmax and the DMV due to the lack of training or attention to detail by the staff at Carmax.

The manager never introduced him or herself, while we were waiting for the transfer of files to purchase the car. Nor did he or she approach me on this day when I was trying to settle the registration of the car. No apologies, explanation or offer of services except for tank of gas. I bought this car for my son. I have bought a number of cars over the years. I never had such a negative experience or such an unapologetic group of individuals. I will never recommend Carmax to anyone nor will I ever consider buying a car from such an unprofessional group of individuals.

I know that CarMax brags about their 4.0 inspections or what have you but somebody sure didn't do enough checking out on this car! When we talked to CarMax corporate all they want to do is try to get you in another vehicle. I put $4,000 down and they only want to give me $1,000 equity and then try to get us in different car or something else that's more reliable which is bull crap! I definitely don't recommend CarMax if you're looking for a good dependable used family vehicle!! All they did was take my money and leave me with a crappy vehicle and I don't know about you but $4,000 is hard for us to come up with when you have a family of 5! I feel completely ripped off. I don't recommend CarMax or Dodge Journey to anyone. Do yourself a favor and go somewhere else!

Fortunately, we took it to our Toyota dealer with whom we have had a longtime relationship. Within 5 minutes our guy said "I have bad news." As it turns out a good portion of the chassis and frame was rusting out and he told us it would be a major problem within 1-2 years, at which point it would be structurally unsound. In fact, he told us that they had a record that Toyota warned the one previous owner that the chassis was dangerously rusted and would be unsafe to drive in the near future. I guess he unloaded it on CarMax.

We took it back within the 5 day refund window and the deal was canceled without much ado, which is the only reason I gave them 2 stars instead of 1. When we asked about their "inspection" we were told that the "inspectors" bang on the underside with a hammer to see how much "surface rust" falls off. Seriously? Our guy knew within 5 minutes that the truck was soon to be dangerous to drive. I find it hard to believe that CarMax did not also know there was a problem, either from their "inspection" or service records, which they make a big deal out of but turn out to be either incomplete or only partially reported. I will be contacting the State of New Mexico Attorney General to file a complaint of fraud and misrepresentation by CarMax and request our transfer fee back. Caveat Emptor! Let the buyer beware!

However if I insist I can have it fixed myself for $3000 and then send them the details of what was done and they might or might decide to reimburse all or part of my expense. I don't have that cash, and surely that was the final bail, not a serious offer, so I have to drive until it blows apart on the road. Our only car and my wife is too afraid to drive it. I do want to be fair and emphasize that the Service Manager at the Carmax dealership was great and tried in many ways to make it work, and covered the cost incurred up to then including the rental. So I had nothing to pay. For that reason I would buy a car from them again - but never a MaxCare warranty. Once it is sold the company that actually owns it (CNA National Warranty) apparently takes no responsibility. For that I fault CNA as a fraud, and Carmax Business Department for dealing with them.

It was horrible nasty talk from this business, I have left numerous messages by email and none of them have even called me back. I think this business needs to be shut down and taken away from CarMax all over the US, now that I have learned something about them. I have medical need that requires me to drive not walk. I have been sick from heat humidity, and worse I am 57 years old now. I have to sit home all day and night like imprisoned in my home, and just started a fundraiser on GoFundMe.com to try to raise money to get a vehicle, this hurts a lot more than anything, to get to go back to work again. Now it has to be held off until I get a vehicle. I am feeling like a victim to all this...

Called Corporate office but they were useless! So upset and distraught decided to keep the car so had to go change paperwork to read correct mileage arrived at the Carmax office @ 12:00 Friday by 4:30 had not seen any paperwork had to have someone come pick us up take us home to let our dogs out and get a car, get something to eat. Was to be back at Carmax by 7:00 hoping paperwork would be ready. Got call @7:10 to not come till 8:00 finally was released around 9:15. Mistakes are made that's when customer service should be shown! There was none shown here! Their talk was sweet but actions were bull crap!!! First time dealing with Carmax and will be my last. Never again! They talk a good talk but don't really care about their customers! Just big corporation not concerned with the customers that got them there! Buyers beware!!!

I had the alternator go out Tuesday May 31. I called the warranty company to let them know it's going to the same place that did the racket pinion, they told me no problem, yes the alternator is covered. I told Merlin to go over this vehicle from head to toe and anything they feel needs to be replaced from the warranty do it and I will let the warranty company know. Well, Wednesday morning, I get a phone call from Merlin the transfer case is leaking. So now I had to call the warranty company to let them know the transfer case is bad. Again they say it's covered. So now comes the waiting game. I never got the rental and Merlin was waiting in approval to get the transfer case. Then Merlin had to take a picture of the case and send it in... This was Thursday... Now we are waiting for the inspector to come out to look at it. That didn't happen until Saturday...

I'm still without a rental, I had to reschedule my customers from Wednesday to Friday. Monday I called Merlin. They told me it's in the hands of a supervisor. Now, I only put 10k miles on this vehicle in the 19 months I had it. I was asking myself why are they dragging their feet on approving the repairs? And a rental for me, while the vehicle which has the warranty coverage is at the shop? They knew it was at Merlin for 6 days. Why drag their feet on what is obviously covered? Well I ended up calling Carmax in Naperville. I talked to Russell and he had to send emails, texts and phone calls to get my vehicle repaired. I will NEVER EVER buy from Carmax again! The warranty company was trying to put a used part on the vehicle. I blew up on Russell, why put a used or re-manufactured part in a vehicle I purchased with 77k miles and it has 88k miles on it...

Needless to say, Russell agreed and a new transfer case. I finally got the rental on Monday June 5. The same day I had to call Russell my vehicle finally got fixed Tuesday June 6. I should have never went that long to get a rental, my vehicle should not have been sitting on one of Merlin's bay apart for 7 days. When in fact I had this vehicle for 19 months and put 10k miles on it. My warranty was black and white on what's covered but yet they didn't want to fix this vehicle. They were trying so hard to put the fault on me. Hell they even mentioned the tires, I bought the vehicle with those tires... Max care wants us to pay for it but not honor it when the time comes. They are full of piss and vinegar. I should have not had to call Russell and get the ball running. I most definitely will not recommend Carmax.

After 2 months of calling the warranty company I am still being ignored and have gotten zero answers. My South Atlanta Audi dealership tells me I must pick up my car while I fight it out with Max Care warranty group. So, I get to the dealership and was told I have to pay for all of the things the warranty group requested to be done to my car. Over $600 worth of "inspections". So even though the warranty requested this service, I'm stuck with paying the bill in order to get my none working car home. I repeat... South Atlanta Audi dealership says I have to pay for all of the things the warranty group requested to be done to my car. Over $600 worth of "inspections". So even though the warranty requested this type of inspection I am stuck with the bill... for a car with a paid warranty!

I follow the stated procedures for appeal, send it to the PO box listed in the "warranty address" only to receive no response, no return phone calls or even acknowledgment of receipt of my appeal. I am out several hundreds of dollars for a warranty issued by Car Max that does not live up to its agreements. I have yet to be contacted by this Max Care warranty group Or reimbursed for the manual inspection requested by Max Care. Nor was I told by the service men at the South Atlanta Audi dealership that I would be responsible for the labor of the service request issued by Max Care.

For anyone looking to buy a car... DO NOT BUY A CAR FROM Carmax and do not trust that neither Carmax or their warranty group "Max Care" will honor their warranty agreement. I now have my attorney preparing for the next step since both companies have chosen to leave me stranded. Both in trust and monetarily. I plan to tell as many people on social media as I can. And have even begin calling the news media to get my story picked up. Watch out for dealerships like this. They do not care about its buyers and will ignore you...

Very worried at this point, I then took it upon myself to take photos and a video of what followed. I went and had the car inspected/serviced elsewhere. Something one should not have to task with only 1600 miles driving time (that's just 9 round trips to work and home). And taking into account/trusting what Carmax had placed in writing before purchase. The inspection findings: Engine oil was over full, black and dirty as can be. The Air Filter was very dirty and the Engine mount was bent and the Engine plate was missing. As I look at the Carmax inspection sheet before purchasing the auto it stated in black and white that all above mentioned had either passed inspection and/or was serviced/replaced.

I had to have the oil, the oil filter and the air filter replaced. I have kept a sample of the very dirty oil and the very dirty air filter (video and photos of all in real time). This is no way to sell a car to anyone. I will now have to monitor the auto and again change the oil after the next two 1000 miles of driving time. Has any damage to the engine occurred? This will be a wait and see. The Check engine light went off after 5 miles of driving time on the new oil. With all of this said, how can Carmax put in writing that there was " No structural Damage", " "The oil was changed" before purchase and a "complete inspection of the car had occurred" before purchase.

I have lost trust in Carmax after my factual experience. They are in the business to sell cars. But they are surely NOT in the business for Service or Customer Service. As anyone would know it is very important to change the oil every 3000-5000 miles as dirty oil can cause many problems/damage to a vehicle. In closing, What a mistake this was by buying a car from high volume Carmax dealership...

I liked dealing with Carmax. The people were friendly, the price was good and everything was great even when I bought my Camry in 2016 and this is the 3rd vehicle and after this experience probably the last. I like honesty when dealing with people and driving off in a vehicle that is supposedly safe for me and my family. So far I've had $3000 worth of work done to it since the first year and now I have to get the engine fixed cause when you give it gas it moves I forgot what you call that. Same thing happened with the Chrysler Pacifica I bought from there. They got us!

Original Review: May 26, 2017

Took my 2010 Prius to Carmax for an appraisal and offer. Was told that the car had frame damage and that the best they could do was $4,000 and that the car would end up at auction. Took it the next day to a very reputable appraisal service used by USAA and I was told that there was nothing wrong with the frame at all.

My husband and I took the car back on the 5th day to the Easton store as they had a car I wanted to drive. They ended up allowing me to turn in my car, not too many questions asked. We bought another car, (had to spend 4K more and put more money down to get something even comparable to what I wanted but nonetheless, they took the piece of junk car back). One of the reasons I picked the car I picked was because it had navigation. Come to find out it really didn't because there was no SD card. I asked them to put in writing that they would send me an SD card. I told them I was taking a trip and needed it asap. They received the card the very next day and kindly overnighted me the card with a personal note inside telling me to enjoy my trip and that they appreciate my business.

Needless to say I never received an email back from the Dayton store and I sent four emails. I don't know if it is because she somehow determined I had bought a new car but I expected something from her. I'm pretty nervous now every time I hear or feel something going on with my new car but fingers crossed it's not another piece of junk. I'm very happy with the EASTON store and the service they provided me. I would recommend that Carmax clean their cars before they sell them as there were muddy paw prints all over my windows and it did seem like a small inconvenience that they had to clean the windows for me. When you spend all that money on a new car you do want it to be cleaned/detailed.

Next, we never could figure out why the rims on their vehicle we drove were rims that were on the base model - when it was really a premium package - though it was even advertised as the luxury package. Once home, we looked on their website to discover they were evidently replacing their vehicles with cheaper rims on premium & luxury models. Where do those rims go!? After our experience we believe they are preying on people who don't know any better. Not a company I want to do business with!

Brought the vehicle back and this time I was directed to the service manager. The manager had an employee take me for a ride; his diagnosis was a bad front wheel bearing. I have the experience of working on my own vehicles and this diagnosis is bogus. I brought the car back (again). This time, it is the front shock absorbers/struts. In my opinion shocks and other front-end components do not suddenly fail at 35,000 miles. For a mere 1,200.00 I could get the car repaired. Note that this is the third time I have returned to have these issues addressed, only to be told that the 30-day warranty had expired. I am beginning to believe that this delaying process is designed to circumvent CarMax's responsibility. (Color me dense: the car was still under warranty by Toyota when I first surfaced these concerns.)

Before these issues were resolved through legal actions, the car was totaled. Replaced the Toyota Camry with a 2014 Hyundai Sonata. The salesman, a President's Club member, flat out lied about the fact that this car had in fact been in an accident. The interest rate offered was ridiculously high; I expected the same rate as before. The salesman agreed that this was a sensible position to take. Having reached an agreement, I failed to check the paperwork prior to signing the contract. The rate rose by 2.0%. I spent the next seven days in the hospital, the fraudulent contract was not on the top of my list of concerns. Lucky me! The Sonata was stolen and totaled by the thieves. Need I say that CarMax was not even considered as a supplier. CANNOT BE TRUSTED AT ANY LEVEL!

Over time it has gotten worst. Guess what, my warranty ended. Well I reached out to Carmax. They allowed me to bring my car in to be diagnosed. Wouldn't you know, they found the car have internal transmission damage and they actual want me to pay to fix it. I don't think that's fair. Why should I pay because they don't listen to my concerns about a car I was driving daily. Well I do take responsible for not staying on the issue, but I think the right thing for them to do would be to take care of the customer. They let me bring the car in for the diagnose and now they backing away and not owning the wrongdoing.

I simply asked him when the vehicle would be turned around and back at the Gastonia location since I had it on hold and was ready to purchase it. This is when Aaron stepped in and told me they would not be turning the vehicle around because since there are other people interested in it, they didn't want to put that other customer in the same situation that I was ALREADY in, nor had the other customer even looked at the vehicle yet. I then told Aaron I understand people make mistakes, but how people react to their mistakes is where customer service comes into play. Aaron offered to send me other options of that same vehicle with around the same mileage and price. At this point I told him I didn't know if I could even give CarMax my business after everything that happened but I wanted to think about it and I was still open to options. Aaron sent me several options and I emailed him requesting a transfer for a vehicle in FL.

Days went by and I never heard back from Aaron. This is where I believe CarMax REALLY dropped the ball, I would think at that point Aaron would do whatever he could to earn my business, so after emailing him on 5/9 and still haven't heard a word. There is no chance I will ever give my business to CarMax and I plan spreading the word so nobody else has to go through what I did. As upsetting as it was to see my dream car slip between my hands from a CarMax employee mistake, it was more upsetting to know that nothing was done about it and the employees could seem to care less about the situation that they put me in. Myself, family members & friends all know about this situation and I will continue to spread the word about how awful the service was at this location.

They did, however, find that the exhaust was leaking and needed to be repaired... And that the transfer case was also leaking oil and needed to be replaced...! They supposedly ordered the parts and did the work within five days, and told me that the car was ready to be picked up. During the next week, the brake squealing became worse. I returned the car for maintenance, and was as specific as I could be. This time, they were able to "re-create the sound", and upon inspection - which I had asked for the first time - discovered that the brake pads were worn below 3/32 of an inch, and that the rear brake rotors were "severely rust pitted". So they finally fixed the brakes on the car they had sold me three weeks earlier.

I also discovered that the work order to repair the sagging head liner had been canceled, so I reopened it. And they re-ordered the parts. A couple weeks later, I was parked in a friend's driveway, and discovered oil spots. I was embarrassed to say the least! This car was in my possession for less than two months, and was supposed to have been fixed. So for the THIRD time... I made arrangements to bring the car in for maintenance. I ended up arguing with the woman at the desk about the warranty, after she told me I was just under the 60 day limit. I informed her that CT lemon law stipulates that the warranty must be extended for the period of time that the car is in the dealer's possession for repair. She sarcastically disagreed with me, stating that she had worked there 11 years and that I must know more than her.

During the time that it was now in their possession for the THIRD time in less than two months, I was told that the repairs to the transfer case - as well as the exhaust - were NEVER done! In spite of my being told that the car was ready to be picked up during those first repairs. A gasket was simply replaced, instead of the entire transfer case, but the case was still leaking! They also found records that the parts were ordered prior to my purchasing the vehicle!

In other words, Carmax knew about the transfer case leak, and had ordered the parts before I even bought the car, yet allowed me to purchase the vehicle without ever telling me. They were just going to let me drive away with it, without having to do the work. They then lied to me about the repairs that they promised to do, perhaps stalling me until the warranty expired? In all, the car was in their possession approximately 20 days during the first 60 days of my purchase. The first car payment was frustrating to say the least!

I was then to find out the offer I was pre-approved wasn't available. They asked for a $9,000 down. Which I didn't have & couldn't do. I was frustrated because why was I given the other option? Just to lure me into the store? So my mom had decided to try being my co-signer. So got approved to THE FIRST one I was offered! WTF? The $3,500 down & $462 monthly.

So then another issue, they asked for our Social Security CARDS! Not the number, but the actual cards to make a copy for the bank. Which we didn't have on us. So we had to spend 3 days looking for them in our storage room. Luckily I found mine. Found my mother's original too. However it says "not valid for employment." She has a new one that doesn't say that, which makes it valid for employment. But we couldn't find it after searching for hours. So we decided to try going to Carmax to see if they'll allow it, telling them we lost my mom's & it'll take a week or more to get the new one & don't want to lose the car deal. That the card still works for valid proof of number. They said it shouldn't cause any issues & the bank will accept it because they just need the number. So after the papers.

So 2 days after, cleaning around found a letter behind the glove box. It was for the previous owner that turns out the vehicle was in an accident! It didn't say what kind of accident, just a collision but nothing where the car was hit. Tried calling their insurance & the case number but they never answered the call. WTF? Tried again. Still dead. So after getting the car, all excited I already changed all the lights to LED. But that letter was still bothering me because if any engine collision I want a refund or new car. So next day get a call from Carmax to check up if liking the vehicle.

Then 3 days after that (total of 6 after getting car) I get a missed called from them. In the voice message; "The bank had declined to fund for the loan due to my mom's social security card saying "Not valid for employment." So we need the car back & we can try to resubmit a credit application." So tried to also do an auto-loan through my bank, but was declined due to myself not having really any credits. So this whole thing has just become a hassle & so frustrating. If the bank looks up the card, can see in paperwork or background it's valid for work! Why was I pre-approved to the current deal without a co-signer but then wasn't offered the deal when I went to the store? So now have to return the vehicle until either find my mom's new social security card or a new one by mail before the holding date expires!

So these crooks expects to keep the car and my daughter's hard earned cash. Mad does not even constitutes how I felt leaving that place. What these car places do to scam people out of their money should be against the law. I will definitely speak to my Legislators to see if a bill can be introduced next Legislation session. Consumers have rights too and I am going to climb the ladder on this one.

Once speaking with them they did the same thing and told us to talk to someone else. That went on for a month. After all the back and forth CarMax didn't even have any kind of sympathy since my mother passed 3 weeks after purchasing the vehicle and given that she put a 5k down payment. They did not care about our situation. After they gave us runaround for about a month they refused to work with us and told us that they will not transfer the loan to any qualified relative. I would not recommend anybody to buy a car from this shady dealer.

My daughter went back 2 years later after 24 months of one-time payments, to trade her car for a newer one, and they turned her down without a co-signer, LIE #1. I told my daughter to just hang on to it and pay it for a while longer. She agreed, and continued to make on time payments for 42 months. Then she went in to trade her car in, and they wouldn't approve her credit, once again without a co-signer. Being very upset with them. Oh the reason they wouldn't approve her is that they changed their credit policy. Seems like 1 auto account and 1 credit card (in good standing) was not enough credit to, once again, get the loan just in her name. LIE #2. From there we went in search of another vehicle at Hertz car sales in Orlando Florida. She found an SUV Jeep that she liked, and tried to make a trade with them.

They ran a Carfax on the Scion based on the VIN number, and it came back as the car being in an accident before Carmax sold us the car. Carmax said they had no knowledge of that accident. It was clearly stated on the Carfax pulled by Hertz. LIE #3. The book on the car was approximately $5700, but Hertz was only willing to give us $2,000 due to the fact that it was previously in an accident. It was embarrassing because they thought we were trying to pull the wool over their eyes. We had no such knowledge of this accident or we would not have purchased the car initially. My daughter was afraid to drive the car at this point, due to the fact she had a new baby and didn't want to drive the car because she didn't know the extent of the damage and didn't feel safe.

So we went to another dealer, did not trade the damaged Scion, due to the decrease in value. She was able to purchase a jeep there at a good price, in her own name and at a good interest rate, due to her great payment history with 42 months of on time payments through Carmax Financial. We then told Carmax we were turning in the car to them and any negative equity, about $2,800, we would pay it back to them over time. They said no way and demanded us to pay the money upfront for the deficiency. They would not work with us, so I told them to come pick up the car, where it would be and we turned the car over to them with the keys. About a few weeks later, I get a letter saying that they repossessed the car and was selling it at the auction and we would have to pay the deficiency in a lump sum.

I was not able to pay the lump sum, tried once again to work out payment arrangements, and they told me no way, and they were reporting to the credit bureaus that we had the car repossessed, after she made 42 on time payments. They turned it over to collections and keep adding interest and late fees, and now they say we owe them not $2,800, but over $5,000. My daughter and I refused to pay them that ridiculous amount of money. They totally took advantage of my daughter and myself, as co-maker, and set out to destroy both of our credit ratings after 42 on time payments. She was going to school, working, and keeping her payments up. I called an attorney and he told me that I had no recourse, because in the state of Florida when you buy a used car, you buy it as is, and the dealership is not responsible for any issues.

I am a retired Vietnam Veteran, and she and I should not be treated this way, or anyone else for that matter. What a one sided situation we found ourselves in with no recourse. I would think that a company as big as Carmax, and the financial where with all that they have, they would have been more understanding of our situation with the car they sold us, and would do whatever was reasonable to fix the situation and keep us as a customer. But we were wrong. All they wanted to do was to send us down the road and try to destroy our credit. I guess that's why when I googled them up, they had over 500 complaints of poor business practices. This should not happen to anyone in this country. One LIE after another, just to make the almighty $$$.

Spoke with corporate bunch of times they do not care. Spoke with the general manager was trying to lie to me spoke with another sales manager or general manager who said that I was confused. Was my first only and last attempt to ever deal with this company. I promised them that I would leave negative publicity anywhere and everywhere go whenever I have time and this is one of many that I will wherever I run into reviews. I'm just awful lying company.

Plus was dissatisfied with them for the inconvenience of having to spend the day trying to get the correct size spare. They said well the tires are not covered under my extended service plan. I was upset and asked if I could return the car but it was past the return date. They got very defensive and angry with me. They told me to leave or they would call the police. I said no I'm staying to have this resolved. They then got right in my face and I felt threatened by them. I left as they were dialing the police. I brought the tire that popped to NTB and had a certified tire expert confirm the tire popped due to a bubble and was very unsafe and never should have put on the car. I had the tire expert talk to Carmax headquarters. Headquarters refused to acknowledge this issue. The NTB rep said he just serviced a vehicle purchased from Carmax with the same tire issue.

After exposing this I received a fedex letter informing me that I am banned from any Carmax property and if I was seen on their property I would immediately be removed by the police. The letter also said if I verbally communicate with any Carmax employees they would file legal action. Obviously I touched a nerve. Beware of the tires and make sure they are safe if you decide to purchase a Carmax vehicle. This is a safety issue and I would hate to see anyone hurt.

We finished all the paperwork, paid the down payment and drove home that next day. I had the vehicle inspected at a couple local shops and the Buick dealership. A couple items were found and I called the service department and the soonest they could get me in was a week later. It didn't sit right with me as the return policy is 5 days. The next morning, the check engine light came on. I had Buick run the codes and they came back with multiple cylinders failing and the catalyst possible fail. I immediately called CarMax and the service was closed on weekends. I spoke with the manager named Raz in sales and he made an exception to give me a loaner vehicle and stop my 5 day return policy until my vehicle was back on the road. I received a call on Wednesday to come get my vehicle and that Buick replaced the catalytic converter. Awesome, my car was ready and driving well again, or so I thought.

The next day (Thursday), I received a call from Nate the service manager and he called to ask how the vehicle was running and to see if everything was fine. I let him know everything was perfect. The day after that (Friday), I received another call from Rob, a manager in sales. He stated the bank did not want to fund me anymore and I would need to return the vehicle. I asked what the reasoning was and he said he did not know that's just what the bank came back to them with. I then asked if I could call the bank and see why as they verified my employment. He agreed and I started calling American Credit Acceptance. I was passed on to eventually being told I needed to speak with the dealership to see what the reasoning was. I then called the dealership and spoke to Erika in the business department who knew nothing and directed me to an 800 number.

I spoke with Rob again and let him know I would need my down payment back as I paid cash and he replied with they would mail me a check and he could possibly have it overnighted. That was not an option as now I needed to start looking for another vehicle and he was then able to get an approval for me to drop the vehicle off and pick up my $2000 cash down payment. Once I dropped by, I was greeted with Erika in the business side and she had a stack of papers for me to sign on for ADOT and had my cash ready as long as the vehicle was in the same shape it was when I received it. After signing the documents, she counted out the cash and said "thank you". That's it. No explanation on what had happened, no sorry, not even a workaround to get me into a cheaper vehicle. Now I know in sales you do everything in your power to get the sale. It just seemed like it was chopped liver.

I found it odd there was no vehicle they could get me in or even try to get me in. My credit is not the best (dumb teenager mistakes I am now paying for), but my income is above great and the only reason for buying a car with a high APR is to get the credit on my reports for good paying. I walked out, called a different dealership and was in a newer, less mileage, lower APR and overall nicer vehicle within 24 hours. When asked if I would get a call in 2 weeks asking for the vehicle back, the rep laughed and said "NO, when we say you are approved, it is because the bank says so". Blessing in disguise I guess. Just a heads up on having your vehicle inspected and drive a couple hundred miles or so because the codes usually come back when it's too late.

I bring a few friends along and we go take a look at it. Immediately greeted by an old guy that seemed to not care about anything. He was texting and talking on his phone as he had potential customers there. He took us outside, didn't talk at all, didn't help at all, couldn't even figure out where the damn car was, I had to find it in the lot on my own. I finally found it and I start looking it over doing some initial inspections. The front hood is heavily damaged from rocks and salt, the rear bumper was dismantled improperly where you can see the chipped paint where someone shoved a tool in there to pry it off. These were the first signs that I knew something shady has been going on with the car.

I open the trunk after finding the issue with the bumper and lift up the carpet. The entire spare tire well was repainted in the wrong color and there were slopped on streaks of bondo covering what I assume if a crack or a hole in the rear of the spare tire well. I did my research finding three different reports on this car. All came back clean, nowhere did it mention any of this "repair". I look around more and find some more dings and scratches and the headlights are filled with condensation.

Already mad I look at the sticker price (since they wouldn't list the price until after I looked at it). It was $3,000 above fair market value! Keep in mind that is for excellent condition and in no way was this car even in fair condition. I spoke up trying to talk to the guy and he did not care a single bit. He told me: "oh well just go find another car". So thank you very much Carmax. I will "go find another car." Never again will I do business with you! I should have listened to the numerous horror stories however it seemed too good to pass up.

Speak with the manager, call corporate, no solution. I kick myself and keep the vehicle through an engine replacement, 2 more rebuilds, and countless other mechanical issues. They had to repair the vehicle so much that their extended warranty was maxed out and on the fifth repair of the transmission, I had to pay $1800 out of pocket. I still have this vehicle because I can't yet afford to get rid of it, and it still has transmission and other mechanical issues. I will NEVER go to Carmax again and I urge my family and friends not to either.

On July 20, 2016, I did not receive any document in the mail as promised. I called the business department and I was advised to give it another day or two. On July 24, 2016, I called again. I was advised that FedEx had reported it delivered. (The Carmax representative on the phone asked for my mailing addressed to confirm it was sent to correct location). On Agust 5, 2016, I still had not received any mail from Carmax.

The 30 DAY Temporary (NC TAG) had expired. I called and made inquiry again about document to register my vehicle in MD. I got some rude, unprofessional, poor customer service reply from a young lady (name withheld) who said, "There is nothing Carmax can do for you at time, you just have to wait, because it was sent and we have the tracking number." I asked to speak to a manager and was put on hold for 45 mins and had the phone hang up in my ear, while I was still waiting. I called back and calmly asked to speak to a manager. I did get to speak with one (name withheld). I explained the problem, informed him that I had received ticket for expired tag, while park at a metro station, etc and etc. I asked the manager if I could get another Temporary Tag, while they resolve the missing tag issue. He stated due to legal reasons, CARMAX, could not issue me another tag. He stated he would look into the matter and get back to me.

I called several times and made complaints to corporate. I never RECEIVED LEGAL TAGS OR DOCUMENTS FOR THE CAR. I MADE my monthly payment each month. Instead Carmax only sent me several TEMPORARY (NC TAG) each month (although they said they could not legally?). I received police harassment, and tickets and I was advised by one office that the car was not legally mine. It was a rental car. I had a roadside emergency, I called OnStar, I was also advised the car was a rental car registered to ENTERPRISE. It has been a total nightmare. I could not drive car for a month. Long story short, I return the car and I am still pending resolution.

CARMAX Your BUSINESS MODEL DECEPTIVE, AND MANY OF YOUR SALES PITCH IS JUST THAT, A PITCH. I AM SO DISAPPOINTED. THIS WAS MY first auto finance and it has a very bad traumatic experience for me. I live in a state where police do not care about your sad stories or auto buying experience. I was pulled over by one police on 11-08-16, who said I had to show proof that I purchased the car because the tag looked "suspicious." She was correct, it was. The tag was handwritten with conflicting dates (expires in 30 from date written. Dated November 1, 2016). I hope Carmax corporate can do something to repair their image and restore trust with me and others customers who have been ripped off.

Anyways here is how my negative ordeal began with them... I always say trust your gut instinct. I finally pick a vehicle and they transfer it free of charge according to them it took I believe 4 out of the 7 days they tell you about. So I finally go in to look at the car and had my down payment and all paperwork in hand I was sure I was gonna be driving my vehicle home that day. Get there, representative shows me the car, we look at it inside and out... I'm still waiting for her to offer to test drive which never happened... (Strike 1) I began to get suspicious so I didn't say anything and continued with the process. The vehicle had all the bells and whistles. I liked it as a 2008 though with 94,000 on it.

By the way no sooner than I step out of the vehicle Representative puts her hand out right away to snatch the key back as if she didn't want me to take off with the car or something... (Strike 2) By the time we sat to do paperwork... I'm still not feeling comfortable. Getting approval from Carmax is highway robbery. Their fees and rates are ridiculous and their gap insurance is so over priced which boost your monthly payments up. As I continue with the paperwork process I noticed that the representative is a little nervous as I began to read and notice their figures... So online the vehicle was priced at $19,0000, on paper the vehicle was priced at 17,000 by the time they added all their fees, their ridiculously interest rate as you go through their finance people...

They wanted me to sign on the dotted line for a 2008 used vehicle with 94,000 costing me $31,000 (Strike 3 and they were out). I look at both representatives and had to laugh at them... I'm sure they included in there that translated fee as well and tried to tell me that it was a free transfer. I just walked out... I could not believe how Carmax would take advantage of people. I do not understand how they are still in business. Listen, trust your gut instinct. Don't get sucked in because of your situation of needing a car. This is just a warning. But DO NOT jump into contract with this so called dealer without reading and paying attention to their fees and fine print. I didn't get sucked in but buyer BEWARE OF CARMAX.

I have never had such a hard time trying to sell a vehicle in my life, if a jeep is so popular and hold their value so much why is it so hard to sell? I have heard that banks will not give a car loan of $17,000 to a private individual because they will say the vehicle is not worth that amount. But, will give dealers loans for that amount on a used Jeep? I am starting to believe that the car market is a total rip off for the customer and a win, win for dealers and banks.

So after I agreed, she ran my credit again, hitting it twice in less than a week. I was still approved for the same loan amount, but my down payment, which was to be 500 jumped to 680. So I told her that it would be a few days before I could get to the dealership, as I was waiting for payday. So when the day came, I went down there expecting for everything to go smoothly. It did not. Not only was my recent pay raise removed from the original agreed upon arrangement, I was told that my loan was decreased and that my down payment would have to be 2K instead. They said that my recent promotion that increased my pay could not be included and that the following year's annual income would be favored instead, thus putting me into a lower income bracket than what I actually am. I was not happy. I will not be pursuing a car purchase from Carmax for just that reason. And, as a side note, destroyed my credit as well in the process.

Fast forward to 430 pm, I call to check and another agent says she will call me back. Another hour later Resa calls and says, "Oh you had so many issues we couldn't get it all tested". I said, "you've had my car all day and haven't looked at it." She beats around the bush still saying I had too many issues. She basically lied the whole time because on my initial call at 1030a, she says she filling out a rental form for me. How long does it take to connect a diagnostics reader to a vehicle for the results. I say "so you've had my car all day and no one has looked at it." She says "you have 2 options. You can pick it up and take it somewhere else or we can look at it tomorrow."

By this time, I'm furious. I reiterated "so you've had my car all day and haven't looked at it." She says "yes and your car is not the only one." I said "I'm on my way to pick up my keys. WTH do I care how many others cars you have? You could've did your job and called me earlier to let me know so I could have made other arrangements." I picked up my keys and asked to speak to manager (Tim **), was told he was in meeting and was given his number. I called the next day and left CM. I have yet to receive a callback and today is Jan 13th. I also noticed when picking my car up, it was same place as I had parked the night before. So my car hadn't been touched at all.

I was already convinced I was sold me a lemon. Have had all types of problem since purchasing this vehicle. Now I'm sure. Absolutely hate I purchased a car from them and won't ever again. Absolute worst customer service period!!! Beware consumers, do not buy or take your car there for repairs. Louisville, KY location absolute worst. Please believe. I'm researching on filing a lawsuit for this vehicle.

Three months after I had the car I was leaving the gas station and put the car in gear and press the gas pedal and the car did not move. I put it back in park then back in drive and drove off. Later that evening my daughter in law was driving the car and it did the same thing. I was going to call Carmax the same day but before I could my neighbor inspected the car and said he believed it was previously a rental car. I called Carmax and talked to Rocky **. I asked him was it a rental car previously and he said yes. I asked him why was I not informed of this before I brought the car. He says it was included in the stack of paper work that I collected the day I picked up the car.

He said that they are not required by law to inform the customer that it is a rental car, but that Carmax does inform their customers when it is a rental car. I was not informed prior to the day I picked up the car and did not know that this information was on the history report that I was given the day I brought the car. Kelley Blue Book rates the car at $7,500.00 to $8,000.00 in good condition. I paid $10,000.00 for the car not including the finance charges. It also previously a rental car my neighbor says I should have not paid more than $6,000.00 for it. I found a 2012 with the same mileage that was a previous rental for $8,000.00. If I knew that the car was previously a rental I would not have brought it. And if I knew that I definitely would have not paid $10,000.00 for it.

I am very dissatisfied with the service I received and instead of being proud of purchasing an automobile from Carmax I am disgusted at how I was treated. If I could I would give the car away just to get rid of it but that would not be fair to the person I gave it to. I am returning to the dealer today and I will give you a update on the outcome.

They gave me a new salesman, which didn't really know what was going on. Keeping in mind I had already been approved, test drove the car and had the money laying on the desk, this new salesperson needed to see different paperwork. I brought pay stubs, bills in my name, driver's license, insurance and everything the first salesman needed. This new salesman wanted hospital bills in my wife's name. Now, being approved by a lender, with a down payment agreed on, all the required documents ready to go and on the desk that the lender needed, Carmax needs additional documents in order to sell the car.

They never took the car to the back to make it ready. They argued the entire time about selling me the Audi saying I can't own 2 vehicles or I need to trade my truck in. Then they didn't want to sell me the Audi. They tried getting us in a Lexus. I did not buy the car from Carmax. I have bought 2 previous cars from Carmax and my daughter has bought 2 cars from Carmax. This was the most horrible experience I have ever had from any business in America. The sales staff are unprofessional, untrained and incompetent. I will never buy a car from them again. I will urge anyone thinking of buying a car to not do it. I wasted 6 hours at Carmax. I will never be back.

Thanked them for wasting 5 hours of my life as we drove 2 1/2 hours to look at this vehicle to come home empty handed from them. We stopped and bought a higher end new vehicle on the way home for less than 11K more than they wanted for a wrecked one in need of repair and are very satisfied. Would never go there again, and would not recommend them to anyone. It was not worth the trip, and the dealership even though it has many cars to choose from is not family friendly. I am sure if I had been 30 years younger female and wearing a mini skirt with no underwear, and a low cut blouse, that I would have gotten a good deal. However, that is not the case. I am a real person seeking transportation that I could have afforded to pay cash for and walked away empty handed with no additional offers, or no attempts to meet my needs in any way.

The store manager also addressed my concerns by saying "I apologize" over and over again - I don't need to hear multiple apologies, just acknowledge the mistake and take ownership. Everyone there has an excuse with an "I apologize" at the ready. To top it off, the car was dirty including a very stained floor mat on the driver's side that I could not believe they did not replace prior to me test driving the car. What happened when I voiced displeasure at this oversight? - "I apologize but..." insert excuse. At least once when I was trying to address the poor communication, an employee raised their voice to talk over me. I was calm the entire time but did let them know that they need to improve their training and/or focus on the customer. If this purchase had not been necessary due to a totaled car that happened right before the holidays, I would have canceled the purchase with them and gone elsewhere. Never again.

When I arrived back at Carmax I spoke with the business manager and the Forbidden Journey they told me that any tickets I received before I got the title would be covered by CarMax. Throughout the three months it took to receive my title I received two tag violations. When I called the business office they said that if I paid the tickets they would then return the money to me if I kept the receipts. Last week I went to CarMax with my receipts for my traffic violations and they said they felt that they were only accountable for 50% of one of the tickets. I stated over and over again that I had documentation stating that CarMax would pay for 100% of the tickets. After getting the run-around over and over again I was told I could come pick up my fifty bucks or nothing. I will never be purchasing a car with CarMax again.

By the way I hate the car and have since I've got it back from service. It's horrible, has rust, transmission problems, engine noise, vibrations. Only positive thing is that it looks good from 10 feet. I tried to get them to let me find another vehicle and they wanted at least 60% of the price of new vehicle down which is not happening. I want out of this vehicle and never to do business with them again.

I feel like they should accommodate since this was not my fault. They sold me a faulty car. They are backing me into a corner and forcing me to take a car with the hopes that nothing else goes wrong. I've been pushed to tears from the stress of this purchase! My great experience has now turned into a nightmare. The managers had attitude and were not sympathetic at all. THE WORST!!! Go somewhere else if you can.

I finally found one for $1,000 more but was told that they would not cover the extra money and I had to pay for it. I spoke to a manager who said she would give me back $200 I had paid and drop the price $300 and then I would cover the remaining $500. I agreed to this and was told the Traverse would ship within the next 14 days and get to the dealer by Nov 18th. Finally on the 22nd of November I got a call saying it was there so we went in to look at it. At this time we saw marks all over the paint and spoke to a manager who said he would have them detail the hood. We asked the saleswomen to also have them do the rest of the truck and we're told they would write it up for the whole truck. I was told that it would go to the shop in Kenosha that next day. Then the next day I was told that it wouldn't go until Friday because of Thanksgiving.

I spoke to the salesperson on Friday and was told it must have went down there and I will let you know when it gets back. The following Monday I texted the sales women Melissa and asked since my wife and I had off if the truck would be back. She said she would call me in a few and check. Three hours later she called and said great news the truck is back and looks great. My wife and I went in that night to look and the only thing they did was fix the hood. I asked why and was told by the manager that he did not know about the rest of the truck which was not right. He said he would have it fixed. I told him that this is fraud selling a car that is not what they say and he tried to tell me otherwise and now this happened. Then he said that they made a mistake down in Kenosha then goes on to say that it was done there in Milwaukee (which is it).

"Here is what happened," I said. The was never sent to be worked on and until I called on Monday it sat there for a week with nothing done to it then when I called they rushed to get it done that day. So after looking at it and yet again the issue was still there we're able to look at it on Wednesday the 30th. It looked so much better so we signed and took it home. On Friday the 2nd of December a loud noise came when turning the wheel so we took it in and on Monday the 5th they said they found no issue. I have emailed the GM at the location as well as left a message for the regional manager and NEITHER have cared enough to reply. If this is how they do it there then I will tell everyone and anyone where not to buy a car.

I returned the next day with my truck for an appraisal. After completing all the necessary paperwork to purchase my new (used) car, the appraiser came back and said there was an issue with my truck. He said it couldn't be used as a trade-in, as it wasn't properly imported. I was taken aback and quite angry. In my immigration paperwork, it was quite clear... you MUST obtain DOT approval, show your vehicle is compliant with US EPA standards (which I did), and clear CBP. If you do not follow these steps, you will not be able to insure or license your vehicle in the US.

They said they couldn't buy my vehicle, but couldn't explain to me how to ensure it was properly imported. Right there, I walked out. If you're telling me that it's not imported correctly, then tell me how you know that so I can correct it. It turns out, the Carfax indicated I had structural damage (I wasn't aware of), which was pointed out to me at another dealership (who had NO issues accepting my vehicle as a trade-in).

Because of the dishonesty the appraiser showed me at Carmax, I will never shop there, and will recommend to everyone to avoid them. If they had just been forthcoming with me, I probably still would have bought the car I was looking at, and would have probably accepted their low-ball offer on my trade-in. Seriously, honesty goes a very, VERY, long way. The only one I had any respect for was the salesman.

I had to argue with them to finally check a appointment with Safelite for the window. The day of my appointment they tried saying it was just a scratch even though I could put my credit card in it and it get stuck. I again argued with the management and finally they rescheduled and repaired. Within the 30 days I was back 2 other times with the strange noises - wagon noises, loud transmission and AC, and squeaky brakes. Both times they said the car was fine, but would extend the 30 day warranty 6 months. I soon decided to get the car certified at Nissan. They found bad barely passing breaks, bad suspension, and said the transmission was fine. I asked them to repair the suspension and brakes under the warranty to find out the car was out of warranty 3 days after I bought it. Carmax at told me I was good until 36000 miles, the car only had 24,000.

Found out that the car was sold in summer of 2011 and hit the 3 year mark voiding all warranties but the power train. Makes sense that Nissan would say the transmission was ok until in completely went. Since I was still in the 6 month extension I till the findings back to Carmax. They said they would not fix the issues so I filled a complaint with the BBB on which Carmax denied my claims. Funny thing is the BBB is on the same street as Carmax corporate and Carmax is owned by Circuit City. The same company that shut all their stores down and was known for shady open box fees. I ended up paying 2000 to get the brakes and suspension fixed. The AC still rattles and the transmission sometimes stalls on hills and sounds like a dying animal. Most recently I looked under the car to find the whole exhaust system rusting and needing replaced at the tune of 1000 dollars.

Also a few months ago I replaced my cabin filter and engine filter. Both were black. The cabin filter required removal of interior panels that had price gun stickers from a junk yard. I also found price gun stickers on the wheels and the exterior mirrors. There is silver over spray on the rear side windows molding and the rear bumper paint doesn't match. The car came from new York, was sent to auction and sent to Carmax Lancaster. I went to Lancaster acting like I was buying a car and selected cars I saw on the site that were not on the lot, knew they were on the back lot. Got the salesman to take me back to where they fix the cars up.

They were literally in pieces. Lancaster is a regional distribution center for Carmax and the Mechanicsburg, PA store where I bought my car. When I asked Carmax for my service records from my first 30 days they started they didn't have them and that they didn't keep them because they were not a "certified repair center." I picked Carmax because of their worry free slogans and selection. Unfortunately they are selling cars that barely passed inspection, warranty is only 30 days, and are doing some very shady things. Customer service is very poor. I recommend avoiding this company at all costs.

A year-and-a-half later as I'm trying to sell the van I have now lost the sale of $16,000 due to their mechanic saying that the transmission is leaking and needs to be repaired to the tune of $2,400. I called CarMax back today to explain to them the situation and see if they would now help out and they said they have no documentation on me bringing the van to them. They said I could bring it in and have it fixed under the car warranty that I had purchased but they said there was no guarantee that the seal would be covered. It is the only vehicle I will ever purchase from them and do not recommend doing business with them.

Scott in the business center did a fantastic job of going over my paperwork. Needless to say I am able to give my previous 2002 gmc Envoy leased car back to the car lot and was able to drive away in a awesome new car that I am paying towards ownership now! This location was very professional and I am so happy with my decision to purchase from them! MATT DESERVES ANOTHER STAR AWARD ON HIS CUSTOMER SERVICE AS WELL!!!

So they went back over the vehicle and found that the mechanic broke a ground wire causing these issues. So after 14 days without my vehicle and no loaner they called and said it was done. I went to pick up my vehicle and opened the door and my white leather door panel and handles my driver side carpet and floor mat and door sill plate and seatbelt are covered in grease marks. I went in and grabbed a manager and showed them. They grabbed a gentlemen that took it back and cleaned it. 40 minutes later I get it back and he shows me an ink stain on my door handle that he cannot get out that was not there when I dropped it off and the seat belt is still stained.

So now my stepson is late for his birthday party by an hour because of all this and the manager is not there. The gentleman went and got another manager and she came out and looked. She said that she will talk to the first manager about this and took pics and try to set up to come back and clean it again. So now they want me to bring it back and waste more of my time with no compensation for all the extra time it has cost me. Will be my last trip and purchase from Carmax and will make my experience well known to everyone.

So there has to be some kind of new corporate protocol to make store managers low ball these vehicles. No way a truck like this is worth 66% less than the market value of carguru -which has it at an average of $22700, and specially when they have a 2012 Kingranch truck with 117 K miles at $27998. This means now Carmax wants to make a profit margin in vehicles for 50% +, this is way out of line with consumer guidelines. The weird aspect of all of this is that the Carmax rep gave me 2 offers, one for Carmax at $15,000 and one from Kelly book at $12000.00!!! What was this all about? another drop of 25% from a partner? Why would they do that!! Never seen this kind of behavior before from a Dealer. There has to be a new company protocol in abusing the public in a manner where the average person doesn’t know anything about car values.

I was sitting next to an elderly couple, probably in their middle 70's, and the sales person was driving the whole process to a point of making them buy a car that was way above the average car price. I wanted to step in and advise this couple, but I didn’t. There was another couple with a baby child, they must have been in their early 20’s, and they also looked like spooked deer. So sad to see this kind of car sales tactics coming from Carmax- a company that was founded with the mind set of not bullying the public to buy cars with excessive tactics. Hopefully the consumers will be more informed with this kind of reviews, as to the new corporate management actions.

They gave us a loaner car and took ours in the shop. Of course they couldn't fix it. They sent it out to another shop. They couldn't fix anything. We got the car back saying "These cars just make that noise". After a few months the noise stopped. But in traffic or sitting at a traffic light the AC would stop working and after enough time the car would overheat, giving a CEL as well. So back to Carmax. This again was several months into having this car. They gave us another loaner but still couldn't fix ours. After having our car at least a week, they told us they had to send it to the Smart dealer in Nashville. Went back to sign more paperwork for this. It was another week before I called to see what was the prognosis. It hadn't left Memphis yet.

So after 2 months, they call saying the cars back, they couldn't find anything wrong with it after clearing the trouble code. "These cars just run hot". So it's been 2 years without AC in traffic or lights and running hot. Until it quit alongside our local interstate 2 weeks ago. No start. So back to Carmax. And yes again they can't work on it. Only this time when I'm told it needs to go back to Nashville, it's going to cost $650 up front to transport it there because the last time they sent a Smart to the Nashville dealership, Maxcare denied the claim. No information on that but they wanted the money up front.

So after many calls and Facebook posts complaining about this, they finally say they will pick up the cost (if I want to look at a car on the Nashville Carmax lot they will ship it to Memphis for free) but no matter how long it takes for all this to take place, they aren't giving us a loaner car. We can't do without a car that long. They don't care! So I find a shop nearby that can look at the car. Carmax couldn't find this. Now they want to ship it there to see if Maxcare will honor the warranty. But it's been 2 weeks and it's still at the Memphis Carmax for all I know. And of course I'm going to be very mad if my claim is denied. We've taken good care of this car and tried to get Carmax to fix this problem all along. But to no avail. I will never buy from these crooks again. Their customer service is nonexistent after they have your money.

Original Review: Sept. 19, 2016

I was interested in a car that I saw through CarMax. There wasn't a transfer fee so I ordered it. I wanted to see what interest rate I could get with them so I filled out one of their online quote applications. After sending it in, I heard nothing via email or phone indicating that the car was ordered or a follow-up on the finance quote. I got a notification alert from the security companies that I have watching my credit and they indicated that there was a change to my report. My score is really good, like 850 or so. Anyway, I logged into my security account only to find out that CarMax had pulled not one but two HARD (not soft) inquiries on my credit report!!! I hadn't met with anyone, never talked of buying the car... I can see a soft inquiry in order to give me a general quote for rate but they pulled a hard inquiry as if I was preparing to purchase the vehicle.

I called CarMax Auto Finance and they couldn't find my social security number and made several different excuses as to how this happened. All I cared about was them contacting the three credit agencies and telling them they made a mistake. She said she could do that but that I would also have to follow up with them. Seriously? They created this mess, the evidence was there yet they were in denial that they did anything. That was two weeks ago that I inquired about the car with still no contact from CarMax either phone or email. Unbelievable. I used to love the ease of CarMax and I've bought several cars from them but after this last episode, I'm done with them.

On day 15 I tracked down the Tupelo office staff member, and they confirmed that the transfer order had been put in, but would not say if it had been initiated, promising to "call me back by 9:00 PM that night". As noted in the experience above, I got no callback whatsoever. I had previously been planning to buy at Carmax, and also purchase an extended warranty with them in excess of $1,300. But given this example of their customer service profile, I decided to cut bait at that point, and just "eat" the transfer fees I had paid out. I located another comparable deal on the car I wanted through another company, and just drove the 180 miles I needed to go and pick it up myself. No more trusting nonrefundable, unguaranteed transfer fees!

The issue was supposed to be fixed but then I realized my AC was working only sometimes. I decided I didn't trust Carmax anymore and had my uncle who is a mechanic take a look at the car as well as a friend of the family and both said my compressor needed to be replaced as well as telling me there was previous work done to the transmission and clamps were holding wires together. I was also informed that there was significant rust underneath my hood almost to the point of unsafe. They pulled up my car history and found the car was purchased from up north, which they both suspected given the amount of rust that was present.

I've contacted Carmax numerous times and asked them to make this right and I'm told I can sell them back the car and pay the difference in negative equity, which at this point is over 10,000 dollars!! This car should've never been on the lot for sale, it is unsafe and I have to drive my 4 children around in it daily. On top of all of the other issues, one of our seats is not usable because the seat belt doesn't work. I will never buy another car from this dealership. I'd be happy if the company went under! They're crooked and sell lemons on a daily basis!!

We purchased a 2012 Range Rover Evoque in summer of 2014 and have had little to no issues until 8/11/2016. Upon starting our vehicle, the engine sounded as if there was metal grinding in the engine. Naturally we took the vehicle to a Carmax/Maxcare approved repair shop only to find that we had a hole in our engine. Well, good news, we are under the 75,000 miles warranty so we are covered... right? Right. But that is until we, as the consumer, find out that of course Maxcare does not want to pay the $14,000 it is to replace the engine. Maxcare has us jumping through hoops to do additional diagnostics to remove the oil pan ($900 job) to determine "how many" metal shards are in the oil pan to see if metal really ran through the engine to warrant them approving the work to get a new engine.

Here's what we know now... Maxcare wants to do as little as work as possible costing them as little as possible. You see, once the repair place fixes our engine or whatever parts Maxcare approves, Maxcare is no longer responsible for the work. In CA, the repair place has to warranty their work done to my car, so they are now the responsible party if something goes wrong. Bottom line, car repair place says we need new engine and have proven that to Maxcare in the hoops Maxcare adjusters have made them jump through, Maxcare wants to fix the least amount of things possible at the lowest cost so they are no longer responsible by warranty. AND, wouldn't you know it, we're 2000 miles away from expiring the 75,000 mile warranty coverage so they just need to get through the cheapest way possible so it's no longer their issue.

Today is 8/23 and I STILL DO NOT HAVE A CAR because Maxcare is no longer answering their phones and when our repair shop asks for a "callback" the auto-generated function cuts the repair shop off the phone. I am paying $200 a week out of pocket for a rental car because Maxcare has zero sense of urgency or customer service. I'm disappointed I had to find out about warranty issues in this manner, but I certainly hope my note can convince you or someone you know to keep on driving past Car Max and purchase your car elsewhere. Awful experience and complete ripoff.

"Management", and I use that term very loosely, knows nothing about customer service. They're contrite, rude and have a take it or leave it attitude because they don't "Negotiate". More like Carmax has systemized everything so a monkey could do the job and once something deviates from their "System" they turn into retards and clearly don't know what to do. Not to mention they lie. They even went so far as to say they're doing me a favor by giving me my original car back.

After a week of this debacle and four loaners later (one the A/C didn't work properly, the second had the airbag light on, the third wreaked of cigarette smoke and the fourth which was the best of the crop had 125K miles on it), I never actually took my "New" truck home and returned it under their five day return policy after it Sat in their lot for a week.

Now it's time to get my car back from their Matthews location (where they took it when I traded it in at the Pineville location), which they graciously scraped against a pole or wall and in essence said, it's my car now... It's my problem. Really? This was said by Chris, the Sales Manager from the Pineville location. The manager at the Matthews location was no better. They're all scum and stick together. Oh, and I still don't have my down payment refund; I swiped my debit card yet it's an act of congress to get it back. They have to "Mail me a check". Why can't they just put it back on the card like every other establishment out there? CROOKS!

In the end, I went to a Hendrick dealer; I got MUCH better loan terms, a better warranty, $1,000 more for my trade, a much better car THAT I COULD DRIVE HOME, from Cary no less without any issues... Imagine that! Not to mention, the experience at Hendrick Cadillac of Cary was a million times better and everything went as it should have. ***STAY AWAY FROM CARMAX! YOU'VE BEEN WARNED!*** #NEVERCARMAX

At 9:02 pm the bank does not want to take my bank statement. Now I have been at Carmax from 12:00 pm and sat there for 9 hrs to be told "you are approve" to "you're not approve". Carmax close at 9 pm. Am still there 'cause I had no ride to get home. Miss a whole day of work and got a finale for not coming in on the time I was schedule. Carmax sell you dreams and lies.

This was the strangest claim that I could receive from a company. They clearly mentioned in their money back guarantee that if you get 2 or fewer reports in a multiple Carfax report you can get full refund. "If the purchase you make at carfax.com does not meet your expectations, CARFAX will honor the Carfax 100% Money-back Guarantee and refund your money online."

I contacted the manager of the store who said the salesman might not have seen all of the issues and the car would not have been on the lot if it did not meet their standards. I can see the crack. It has a sticker on top of it. It's on the driver's side so every time I see it, I will be reminded NEVER to buy another vehicle from Carmax. I feel very misled... Would be different if I had not asked for the salesman to look over the car and tell me if it had cosmetic issues. BUYER BEWARE!

I would take less of a hit "investing" in a new car! They said the reason why my value was low, was because they don't make the vehicle brand anymore. Ok then why are you still selling that brand on your lot?? Second, I put less than 15k miles on it in two years and it is in better condition than when I bought it - for example new rotors, pads, tires and headlights (the ones they sold it with were foggy and they wouldn't do anything about the oxidation AND from the thousands of dollars the warranty has put into it to fix.) On my appraisal, the vehicle notes state, "welcome back vehicle is in great condition..." PLEASE TAKE MY ADVICE AND DO NOT SHOP HERE! They will rip you off. Please listen to me. I recommend investing more and get a CPO (certified Pre Owned or a vehicle that is still in warranty so you can take it directly to the dealer). Wait towards the end of the month because dealers are trying to hit their monthly goals.

Damage from a wreck or abuse is not covered. Also body panels, paint and glass are not covered unless you're in the 30 day purchase period in which case EVERYTHING is covered. Look, if your car has a manufacturer warranty that transfers you probably do not need this additional warranty, but if you're buying a car close to or past its manufacturer warranty expiration like ours was, it's a good thing to have. We've had our remote starter replaced ($550) Bose amplifier and subwoofer replaced ($1,000) and a cam sensor replaced ($200). All covered no hassle for $50 deductible.

I drive all the way to pick up my car to only bring it back again the next day, and sit in a waiting room for 3 ** hours to continually hear I'll get an update in 10 mins (no update). Mind you the con man that sold me the car is walking past the service department avoiding eye contact with me (I called him letting him know of the issue I've been having and he ignored my calls and messages). To add insult to injury after waiting all that time I was told once again that they did not have the right parts for my damn car. It's the Fourth of July weekend and they do not know when this problem will be fixed. To make an end to a long and frustrating story avoid Carmax!!! Don't buy a car there. Do not get any service done there!!! YOU HAVE BEEN WARNED!!!

It was now time to move to NC and nothing got resolved. When I arrived in NC I had my mechanic look at it and he noticed that there were parts replaced that hardly ever get changed on a car that new (on the same side as the car was painted). Hmmm. Several more calls to Carmax. No response. Very frustrated... Seal with the car. Ok move on. Typical corporate just keep pushing the ball. Hope they forget about it. I then had to move to PA a year later for Family reasons. Fast forward after numerous repairs which I still don't think would have been necessary on a car of this caliber.

In June 2016 I go to trade the car in at a dealership in PA. KBB shows value at $6500. Dealership says they can only give me at the most $1600 because they ran a Carfax and it shows the car was in an accident before I purchased it and the airbags were deployed. What?? Are you kidding me. I never would have bought a car had I known it was in an accident. I have sent so many people I know to Carmax to buy a car. Not Anymore!! I have pictures and emails to back up all of this. I know there are statutes of limitation but I just found out about this. Beware. Carmax sells wrecked cars.

I asked her about setting up an appointment at the Ford dealer next door and she said I was on my own, basically, and that she didn't recommend that I go there because they had a long wait list. I asked where there were other Ford dealers and she told me I would have to do a Google search. I ended up taking my car to a Ford dealer because the transmission was still under factory warranty, luckily. They fix my car and tell me it was a bad clutch. I go on my merry way and think things are good now and my car was driving normal again. But that was not the case. February 2016, I drive up north and my car decides to go into neutral while going 60 on the highway. Thank God I was in the slowest lane and was able to pull over. My boyfriend checked it out and noticed that if we revved it enough, it would correct itself and get out of 4th gear.

I called CarMax and they told me it was nothing they could do, sounds like transmission again and to go to the Ford dealer. I was nowhere near a CarMax or a Ford dealer. I managed to get my car home in one piece and took it back to Ford before the transmission warranty ran out. They took my car and discovered it was a bad TCM box. Basically, it was shifting into wrong gears on its own or getting stuck in one gear. They fix that problem and again I think, good we're in the clear and it should be back to normal. Nope. This past weekend I was driving back from Vegas and my car starting doing that stuttering business again. We pull off the freeway to see if it will correct itself, but instead, it starts lurching and then had no power at all. We were stuck on the side of a road in Barstow at 10 pm at night. I had to use my last AAA tow to get this piece of crap car home.

I called CarMax the next day and asked to speak to a manager as I wanted to file a complaint. I spoke with a manager and he basically told me it was out of his hands and that I needed to speak with a service manager. He then told me since it was Sunday, their service department was closed and I would have to wait until Monday to hear from someone. Did not even care that I could have been in a serious accident thanks to the lemon of a car they sold me. My friend later let me know that she is having similar issues with CarMax and has gotten an attorney to sue them. This will be my next step as this has become a giant headache with CarMax. Worst business ever who doesn't care about their customers or their safety. They only care about selling POS cars that have supposedly been checked by mechanics and getting their money.

I did my research and found out that my specific year, make and vehicle model had many complaints of the engine ceasing and being defective. There was even a lawsuit pending regarding the defective engines. The vehicle was eventually repossessed and sold at a public auction. Now I have this outstanding balance I owe for a defective car that I didn't even own for a year. Now my credit is ruined.

To cut the story short this is what happened to us. I had a couple of miles left before my warranty expired and that is when everything was going wrong with our SUV, no codes would pop up and no broken piece, yet we had videos of our suv malfunctioning and they still wanted a broken piece. We finally ended getting rid of it, not to mention a lawsuit could have taking place due to Carmax committing fraud with the Carfax document. When we finally got another vehicle we found other accidents from the previous owner that was never there before, meaning they cut and pasted information to have a clean record to hide the truth.

Till this day we still have that document that was printed and dated on the day that we got that SUV and the one printed now 05/27/16. Their third party issuance is crap. When it comes to anything on your transmission they mask problems on the vehicles. Nothing was ever fixed because they refused to inspect it more, due to them making excuses left and right.

Carmax had a great '14 Honda Civic with low miles and in my price range. When they ran my credit to determine my monthly payment, I was shocked to see their lowest interest offer was a whopping 17%. I know my credit isn't THAT great, but it isn't THAT bad either. I was not going to be able to afford their monthly payments and moved on. Cue me at an actual Honda dealership, ready to sign my life away on a CRV lease that I had absolutely fallen in love with. I'm set to pick the car up at 5:00 PM.

The business office calls me a half hour later, saying that I was approved BUT based on my credit, my payments weren't going to be the great $300 a month that I had fallen in love with, but upwards of $600 A MONTH FOR A LEASE. What Carmax neglects to tell you about their "super convenient, no pressure" buying process is what whereas normal car dealerships shoot your credit to probably 3 banks at most, CARMAX SHOOTS YOURS TO AROUND 20 DIFFERENT LENDERS.

My credit score went from a 650 to a 590 in a matter of ONE DAY with Carmax. Thus I am no longer eligible for the lease program I was originally qualified for and require a cosigner at the age of 25. When I found out this tidbit of information from a close friend who has dealt with Carmax's BS business practices, I nearly screamed. So now... I have NO CAR and an unacceptable credit rating. Thanks a lot Carmax. I will never EVER recommend this company to ANYONE. Not even if my life depended on it. Absolutely dishonest, deceitful, and unprofessional business practices.

While in the shop they saw the recall on the transmission and had the vehicle towed to another shop to get fixed. Well when I got it back it still had a problem - I can still feel the first shift almost like it knocks back like you are driving a manual car In which case I don't drive. They told me that the problem cannot be fixed at the Carmax location and it has to go back to the dealership that fixed the transmission or in my case didn't do it correctly. Well then they told me that I would have to pay for a rental car - like I have that kind of money just sitting around. And to top it off a month later after buying the car the interior lights came on and wouldn't turn off. Another thing I couldn't get fixed because lack of enough money.

So forward almost a year later still having problems with the transmission which is getting worse. I am now looking to get out of the POS. The dealership that I am shopping at asks me if the car has been in a natural disaster. I said "no". Well they say otherwise and I couldn't believe my ears. They also told me the car is only worth 3000 and I still owe 13189.00. So I am upside down which is harder to get a car with my credit but I am still trying. I paid over 16000.00 for that damn car that isn't worth my spit. So sad carmax of katy texas. Do not shop there. They lie and will cheat you.

I purchased a Chevrolet Impala Limited about the middle of April 2016. I had asked that Carmax bring a car from another lot that I had seen on their website. Even though the car was available when I asked that it be brought in, about 12 hours later I was told that it was not available and had been moved to another lot. The excuse given by the sales adviser was that he had not gotten the e-mail even though I had a read receipt. At that point I decided Carmax was a crock and continued to look elsewhere for a car. However, the sales adviser from Carmax called me and said they had located another similar car at another lot and it was only $600 more. It had less miles, but the one I was looking at only had 15,000 and I had seen another similar vehicle on the website and mentioned that. The sales adviser looked it up, found it quickly and even though there was a $199 charge to move the car, he got that waived.

The cars are pretty generic so I told him to get it there. He said it would be about 15 days, and that worked for me. Sure enough 15 days later it arrived. I had already decided that I would buy the car if it looked good and drove good. After all, I had researched the cars and they were in the correct price range. I did notice that on the way to the car, parked about 200 feet away, the sales adviser started the car with the remote. I didn't really think anything about it at the time but now feel it was the start of the deceptive practices that I believe are promoted from the top at Carmax.

The buying process was as advertised. There was no pressure to buy and there was no pressure to buy the extended warranty although I knew I would turn it down and I had my reasons ready but it was not a problem. But more on that later. I bought the car and did not try to sell them mine because I knew they would low ball it. I had heard enough on that but that's standard practice with car dealers. After I signed all the paperwork, I went to get it and it had a full tank of gas and a ludicrous yellow bow on it, but that was okay. So far, so good. I was duly impressed. I thought I had found what I didn't think existed, an honest, no pressure, no haggle dealer with a good product at a good price.

I drove the car home, approximately 70 miles and parked it until the next day. When I got in it the next day I noticed that upon starting the vehicle and putting it in reverse there was a noticeable noise. I could not tell if it was a grinding or rattling sound but didn't really worry about it because Carmax has great buyers and states that "Every vehicle on our lot must pass a 125+ point Certified Quality Inspection by our technicians." Couldn't be much could it? So, I called Carmax and told them about the noise and stated that since it was under warranty I would like to take it to a Chevrolet dealership.

They said I should bring it to them since they had a full 30-day warranty and after that take it to the dealership if I had any problems. That seemed like no big deal and a reasonable request, but that is where I am responsible because I did not simply do what I wanted and I lost the 5 day return period by waiting. But Carmax states "Every vehicle on our lot must pass a 125+ point Certified Quality Inspection by our technicians."

So, I took it to Carmax expecting that they would find something loose and it would be no big deal. I had to take it on a Sunday and leave it because of my schedule. Imagine my surprise when they called the next day and said that the catalytic converter was "coming apart". They said that I should come and get it and take it to a dealership to get it fixed under warranty. They also said they could fix it but it may take three to four weeks. I thought it strange that the catalytic converter would go bad that quickly but I had the experience of driving a Chevrolet Traverse that had the catalytic converter go from working to stopping the engine within a three-mile period. It was somewhat alarming because it made me think GM may have a problem in that area.

Let me state right here that lie #3 was that they could fix it, and I knew they couldn't. Lie #4 was that it would take three to four weeks. I don't really know where that came from but lie #1 was starting the car remotely at the point of purchase and lie #2 was that the 30-day warranty should be honored first. But being a good little soldier (admittedly my fault) I went to Carmax and asked them if I could drive it back home and take it to the local dealer. A friendly, but somewhat clueless, service manager said he had seen it and it looked bad but he would check with the technician and I guess he did. He came back and said the tech said it could ruin the engine and I know driving a car with a bad converter can, so I said I would take it to Rod Hatfield Chevrolet about 6 miles away. I really don't know if they have an issue with Rod Hatfield or wanted to do me a favor or what but it put them in gear.

They asked me to wait while they made a few calls. I was somewhat confused but the clueless service manager came back and told me they had arranged for me to take it to Glenn GMC which is virtually next door and had arranged for a loaner car. I was becoming somewhat perturbed at that point due to the deception that was coming to light, but I took it to the dealer.

At the dealer I talked to the service manager and showed him the paperwork and told him what Carmax had said. The service manager said he had no cars to loan and he tried to find someone who had talked to Carmax and could not. Lie number 6. If you've read this far, it gets good from here. The service manager also said the car was not throwing engine codes and he could not replace the catalytic converter without a code. So now, I have a hunk of sheet metal and plastic that can't be driven and can't be fixed. My frustration level was rising.

My son was with me to provide a ride home, so I sent him back to Carmax to find out what was behind the confusion. I immediately got a call to bring the car back to Carmax and I brought it back. Carmax personnel were sputtering all over themselves at that time. I asked did anyone know what was going on. The clueless service manager said they were only acting on the information they had been given. I told them that the service manager at the dealer said no engine code, no repair and that he had never heard of a catalytic converter problem at such low mileage. The clueless service manager said he was just acting on what he had been told by the tech? What? Earlier he said he had looked at the car. Lie number 7. Lie number 5 was that the 30-day warranty was a full warranty covering everything.

I was through with the deception and I went into the showroom and made a somewhat vocal call to the Carmax complaint department at their home office. I quickly realized they were useless and told them my name and my phone number and requested they have someone call me. For some reason the showroom had cleared out by the time I had finished the call. Don't understand that but oh well.

I went back to the service department and they were arranging a loaner car but I was told that I was not really entitled to it since I did not have the extended service plan. That was the first time I was reminded of that but not the last. The gave me a nice Honda and acted like it was a favor. I did not feel that it was a favor because the issue had to be there during the inspection and during the buying process. I felt as if Carmax omitted a material fact to sell a car. That's what they did. So, that may make lie number 8 or 1 depend on how you want to count it because a lie of omission is still a lie.

On the way home I did receive a phone call from the assistant service manager who explained to me that the catalytic converter was in really bad shape but would never throw an engine code because it was literally "coming apart" and all the dealer had to do was "put it on the rack to see it" and that it was fixable. She went on to explain how a catalytic converter was made and what the problem was but could not answer when I asked if it would not throw and engine code then that means nothing is going through the exhaust and it should have been safe to drive home. I also thought it odd that she could see through the shield that is on a catalytic converter and that she didn't really know what one looked like. But "fixable" sound okay.

She also said she would assign someone to call ever day and explained that service manager was not there because he was at the national convention. What convention I don't know. She also dropped "ASE certified technician" employed by Carmax several times and reminded me that I did not have the extended warranty and that I was still being given a loaner.

Holly, the person assigned to my case called the next day and said the parts were ordered to fix my catalytic converter and would be there the next day which would have been Thursday and the car would be fixed Thursday evening. She also called the next day to say the same thing but for Friday and then said, "But sometimes parts ordered on Friday don't get here until Monday." Her timing only confused me but I only count that as lie number 9 as no parts were ever ordered to fix the catalytic converter because there was nothing wrong with it. Yes, these "ASE certified techs" are the same ones that will fix your car if you purchase their extended warranty.

Holly called Monday and said that the car really could not be fixed but the dealer would do "something" to help it. I immediately called complaints again still operating under the assumption that they were saying the catalytic converter could not be fixed. After that I received a call from the true service manager who explained this was a known issue with some Impalas that caused the exhaust to rattle a little on start up and there was actually a TSB on the issue but no known fix. At that point I did not believe anything these people said but the guy seemed reasonable and that was more consistent with what I had experienced. He stated the dealer would try to fix or mitigate the rattle but probably could not completely fix it.

I asked about the catalytic converter and the statement that "All you have to do is put it on the rack" to see it's "coming apart" and he seemed flabbergasted because he could not see how anybody could make that statement as they could not see through the shield. Guy seemed to know what he was talking about but he had to ruin what little integrity he had by knocking other car brands and saying that all had problems but then it hit me. I asked did he have a female assistant service manager and he responded that no he did not. Lies # 10, 11, and 12 had been told in there somewhere. He also said he would investigate and handle that on his end. Of course, I will never know but I assume that was lie #13. I said I wanted a copy of the TSB on pick up.

Somewhere in there, Holly, bless her heart called back and babbled something about the dealer would be able to fix the car with five bolts. Stupidity or lie number 14 I don't know. There were no bolts, supposedly baffles were installed and the car is not fixed. Anyway to end this story. I picked up the car and read the TSB which said what I thought it would that components expanded at a different rate causing the rattle and it only lasted a few minutes which is amazingly true.

GM does not see fit to fix it although it is only the "Y" adapter on the exhaust and affects a range of vehicles. Still after the Carmax experience I felt it necessary to verify the TSB and I did. GM admits it. There are no plans to fix it because I guess it only bothers the owners. It truly is a minor nuisance that I get around the same way the sales adviser did. I just start the car remotely and at least everything has expanded by the time I get in the car and I don't have to hear it. So, even though I've been fairly loyal to GM, this is my last.

So, if Carmax gave me a loaner and ultimately the issue was just minor why am I so upset? Because during the sales process there was a material omission of fact which I believe they knew and went through a deception to hide. It was material because knowing I had to listen to the rattle that GM is unwilling to fix I would have not purchased the car although I probably would have purchased a different car. To me that means Carmax should do the right thing and take the car back. I can't stand car rattles even little ones. But Carmax will not so I have to live with it which the service manager specifically told me I would not have to do which I guess is lie #15 and I'm sure there were more in there.

1. Take the car to a mechanic within the first 5 days to see if there are any problems. The 125 point inspection is worthless.

2. Drive the car at least 500 miles within the first 5 days. Most likely any problem will show. Make sure you do cold starts and 0-60 type tests.

3. Know the 30 day warranty is worthless unless it is to fix minor damage. As I was told by a Carmax employee it's there "in case someone hit a pothole too hard."

4. Don't buy the extended warranty. The people fixing your car will be the same incompetent types that looked at mine. I'm very glad that I did not buy one. Generally, the dealership expects to make at least 2/3 the price of one as profit and it is a major source of revenue. Even with major repairs on a VW I owned I still beat what the extended warranty would cost. Also notice Carmax charges the deductible by the visit not the repair. Supposed to be a good thing but what if you take it back for one problem several times?

5. If you must have an extended warranty, know there are better and less expensive ones on the open market that do not limit your choice of where the car is fixed.

6. Know Carmax is no better and maybe worse than any other used car dealership. Their duty is to make money for the shareholders. That's always the duty of management of a publicly held company. They want to make the sell and never really deal with you again until the next sell.

7. Know that Carmax does not mind deceptive practice. If you choose to deal with them do so with diligence. It's your money, it's your risk. Thanks for reading if you got this far.

They were nice enough to fix as long as I paid for half the cost since it was out of warranty. That should have been my second clue that something was seriously wrong. They told "All fixed and you should have no problems anymore. All is good." A year later still having to put more coolant in every few days my car will not start and when it does real rough. I take it to the local Mini dealer and I am being told the engine is shot and I need to replace at $11K. Take it to my trusted mechanic for a 2nd opinion. He says the same “Engine is shot.” He says "Looks like it overheated a while back and coolant is leaking into the cylinders for a while."

Call Carmax and they say it's not their problem. I told them “I took it you within a month of getting it saying was leaking coolant somewhere and a year later with the seized spark plugs.” They sold me a car with a serious engine issued and just put band aids on it or gave me the runaround until it was too late. Carmax is no better than the sleazy car lot dealer on the corner. Now I have car I still owe $9k on and it will cost me $11k to fix but still not their problem.

Also most dealerships make sure your car is clean before they let you leave the lot with it, my car was EXTREMELY DIRTY and there was no information at ion on the last oil changed. When I called them about it they said "Well I know you have at least 3 months." I stopped both of my kids from purchasing there. Don't get scammed by them. I'M EXTREMELY DISAPPOINTED and have been trying to contact a manager and/or GM WITH NO RETURN CALLS. AWFUL PLACE TO BUY FROM.

I take the vehicle, have it detailed and the two runs have hard water stains that DO NOT come out. I called Carmax Riverside for service to try and get these spots off (still within the 5 day return period). They say they do not detail so why didn't the sales person or mgr say that when I told them it was dirty? Instead when I told them I wanted it cleaned they said OK. Riverside Carmax suggested I have it detailed at my expense!!! Now Carmax Ontario has told me to bring it in, they will try and get them off, at least try!!! Much more than Carmax Riverside offered to do. Stay away from Carmax Riverside. VERY unprofessional.

Few weeks goes by TPMS light 3/29/16 comes back on for the same tire. Took the car back to service center and they found nothing. Topped off all the tires and relearn TPMS. 5/4/16 after TPMS light beefing on for a week. Service center tells me that the same tire now has nails in it and needs to be replaced. This is my first car and I feel light Carmax has gotten over on me. They knew the tire was no good and after my third time bringing it back they find nails. I will not refer anyone that is looking for a new car to Carmax because I should not be responsible for replacing a tire that wasn't good from my purchase.

Every time I spoke to AJ he would tell me when he would call me again and what time and he hit it on the nose every time. I was informed of absolutely everything and the job was completed at the exact time he told me it would be. When I arrived to pick up the vehicle the mechanic that actually did the work was standing there and gave me all the information I needed as far as any upkeep and maintenance, and was also extremely helpful in educating me on what had happened and let me know that if he could ever help me and anyway I should just call CarMax. Thank you very much CarMax for a pleasant experience!

Few weeks down the line the transmission starts to blow out. She calls, because she has a warranty (she always made sure to keep the car in good condition). They then stated, "Because you didn't get the flush we cannot honor the warranty". Okay, cool, we'll let y'all slide with that too. So, they take the car February 4th, 2016, supposedly fixing the transmission. They ended up ordering three transmissions which were all the wrong ones!!! They ordered three rear wheel drives and my mom has a all wheel drive luxury sport mode, which they should have known!!! They then explained to my mom that they have exhausted all of their efforts as to finding a transmission, and we would have to "get one" on their own!

Mind you, they were not offered a loaner vehicle until almost a MONTH LATER. (My mom was still paying a FULL CAR NOTE and FULL COVERAGE INSURANCE, while she didn't even have the vehicle). Then when finally told to pick it up, today (April 28th, 2016). After being told it was finally ready and paying for the transmission. They went to the car and the check engine light was still on!!! The car wasn't washed! It was dirty! After sitting for almost three months!!! My mom had to ask for a courtesy car wash.

Then after requesting the money back several times, they wouldn't refund the money and called the police and rescinded the loaner because they "DIDN'T AGREE" with additional REPAIRS. Now all of a sudden it needs a timing chain. Mind you, all of the diagnosis reads NOTHING about a timing chain. Everything was sealed and dated! MORGAN the "manager" had the audacity to handwrite over the words "replace the transmission" and then wrote "replace the timing chain" then stated it was a computer error. Throughout the entire three months my parents were never told anything about a timing chain!!! I honestly believe someone in the service area ruined the vehicle and now want to put everything on my parents! I am so ashamed to even say I purchased a car from CARMAX!!! I think it's time for a new vehicle.

The service department SUCKS!!! I called to get a part replaced/fixed (it was broken when I bought the car). I called to get it placed and the lady told me they would call when the part was in. I called 5 days later and she said "Oh you're the one we have been waiting to call us back to tell you we have not ordered the part yet because they didn't know exactly what I needed." That was infuriating because THEY should have my contact info. Another week and a half later, they called with the part. Made an appointment to go in and get it fixed. I take off work because the service department hours are dumb and aren't open on the weekend. I Sat in the waiting room for an HOUR before dude comes back in and tells me it is the wrong part. I am STILL waiting to get it fixed. We will see if they actually charge me or not... Overall, Carmax sucks!

As soon as I got home piece hanging off again. No glue. Took it back again. They said the windshield had been replaced in the past and it was keeping this piece from staying down so they sent a guy to my work to fix the windshield. He came out and did NOT replace windshield. He says he can fix it with double sided sticky tape and windshield adhesive. Called Carmax afterward to complain about it not being fixed right. By this time other side coming off. They told me to bring it in and give them a chance to do it right and they gave me a loaner.

I picked my car up yesterday after 3 days and you guessed it... Same piece still on. They told me they drove it around and it stayed on. That was not the point. It was glued on, never replaced and the windshield guy told me he felt sorry for whoever has to replace that windshield because that piece is not coming off. What if that's me? On top of all that when I bought the car they said it had never been through recall. Got home only to find recall sticker under the hood. When I confronted them they said "oh they probably didn't check" and that's it. They have taken up way too much of my time. Do not recommend them.

Third, Carmax does not have a payment alert. Meaning, if you set - up a dated payment and your spouse makes another payment not knowing one was made, Carmax does not alert payment has already been issued. Double payments will result into 14 - 17 business day return. This happened to me, so warning. Fourth, My husband scheduled an appointment for service, called to let Carmax know he was going to be 5 min late. He arrived EXACTLY 5 min late and was told he would have to schedule another appointment. We live and work an hour away from the Savannah location. Thank you for reading.

Overall, I would not purchase another vehicle from Carmax. Due to their lack of no follow through of their dealerships and repair shops. There are some, if not most, operating on an unethical level. I'm sure this was not intended, but Carmax Corp needs to get a grip on their dealerships otherwise the issues are going to escalate. In the end, If anyone is to purchase a used vehicle, I would recommend the dealership used Vehicles with extended warranties.

Sold me a car that needed over $8,000.00 worth of engine work! When I initially took the car to CarMax service, I did not feel I was treated respectfully. It was almost as if they were annoyed to see me every time I took the car in for the same problem. The only nice service writer was Michael. He treated me with respect, was friendly, and always kept me informed. I am disappointed by my latest experience. I will never purchase from CarMax Las Vegas again. HORRIBLE! DO NOT WASTE YOUR TIME!

The cost to replace this bumper cap on my dream car was too high for me to consider nor did I feel it was my problem to contend with on a $36K Carmax car. So, I returned it, stated my issues to the salesman and he gladly accepted the return without even looking at the issue let alone offering to find a remedy. For the record, if they would have offered to replace the bumper cap, I'd still have that car. AND one of my contingencies for transfer was "no damage". I never did get my $249 transfer fee back for this car due to this contingency.

Jump ahead to March 2016: 1 Month ago, I purchased a 2014 Chrysler 300C from Carmax Pineville, NC and I love it! This thing has a mass of power in that HEMI as well as every option under the sun. I had a great salesman (Keith), used my own financing and the entire experience is what I have been used to receiving from Carmax in several different states (I've used Carmax for many years (5 cars total)). 2 days later I removed the front license plate bracket to find that AGAIN, Carmax ran long screws straight through the bumper of my favorite car! What upsets me the most is the bracket actually has holes for this and if they just used the appropriate length screw, this would not be happening to me again.

The manufacturers license plate brackets are usually an option and are to remedy this very situation. Not to mention that the 300C is a highly customizable luxury car. I love this car and every option it comes with. Otherwise I'd a returned this one, too. So, I feel at this point I should not have to be worrying about how I'm going to cover this up. I've uploaded an image below. The silver screws are where the factory license plate bracket mounts. Notice the 3 holes above them. 2 holes on the left where the Carmax genius evidently missed his mark on the first attempt.

So, twice in as many years I've purchased cars from Carmax that have avoidable damage to the front bumpers due to the shoddy practice of screwing their brand equity to the front of my cars. Certainly this is a problem as a Porsche Cayman S is not your average everyday vehicle and neither is a 300C. These are luxury high-performance cars and if this has happened to me twice on higher-end cars then there is no doubt this is happening to others.

I'm not going to go as far to say that I will never use Carmax again. They provide the best experience for car buyers. Think about it, where else can you go to test drive a car you think you may want to buy then go online, surf the entire inventory and transfer in the one with the color, options, etc that you really want? It's a great experience! But to fall short because some screw gunned trigger happy guy decided to use whatever hardware was available and screwing the unsuspecting future owner out of his enjoyment is ridiculously easy to fix. Hopefully, someone high enough at Carmax will take the initiative to read this and do something about it. BTW, yes, I would like for Carmax to repair my bumper cap so I don't have to look at it with disgust and contempt.

Then when I finally get there they give me a brand new salesperson to handle my order (my guy was off that day). I was expecting a manager at this point since I was obviously a little angry. Then they almost stripped the screws in my license plate holder trying to install the temp tag until I stopped them. Their solution "don't use the rivets and just punch holes in the cardboard temp tag holder."

The tag flew off the car, or was stolen, obviously due to poor workmanship on their part, and now they want me to pay the DMV for a new tag with no reimbursement. Finally, there was no remote for the rear entertainment system, which is useless without it, and they are supposedly ordering me one, yet I've had to ask three times before someone finally did anything (I went into the store the third time). Maybe I'll get the remote, maybe I won't. Who knows with these guys.

Test drive went okay. I really liked the car. So despite the guy being really pushy I decided I want the car, but I have to get my loan paperwork ready and come back the next day. I did. He greeted me the next day but turned me over to a third salesman. I felt as though none of the salesman wanted to be there and did not want to deal with me. Finally, I buy the car and drive away... An hour later when I get home, turn the car off, then turn it back on: TPMS light, check engine light, some emissions warning, traction control and hill assist warning lights come on all at once. Also the brakes were grinding already... Tried to drive and noticed a considerable loss of engine power.

So I call Carmax and want to have the car looked at, but with my schedule it was difficult to bring to them during service hours. So I schedule a time to come in early in the morning to drop the car off at 7:30 so they can look at it at 9. I come in and all the service guys are just standing there talking. The guy that helps me takes the keys and looks at all the service lights but will not give me a loaner. So I'm forced to get an Uber to work. Then they call me at 9 and say that the warning lights are serious and the guy didn't even want to touch the car to hear the brakes. It has to go to Honda, and now they are willing to give me a loaner. The service guy says Honda might have the car up to 3 weeks to fix the issue. So I think about it and realize I don't want to risk chasing engine problems for the rest of my life with this car, which is likely to happen since it seems like a lemon.

I call the guy and utilize the 5 day return policy (the only good thing about Carmax). I tell them I want to return the car. They offer a replacement but it's 2,000 more plus a 900 transfer fee, and no they won't waive it. So now if I want a similar car without problems it's going to cost me another 3,000? And they aren't willing to help me at all?

So finally I signed return paperwork the next day and relinquish the key fobs. The next morning, I get a call from service asking if I returned the car. I said yes, paperwork was already signed for return. Later that day, it's back up for sale at the Ontario Carmax. No service by Honda could have been done in an afternoon, so what happened to the car? I bet disconnected the battery and reset the lights for the next guy. I feel bad for the next guy that buys it. Carmax is full of empty promises in hopes that no one finds out about their shady business practices and conning gullible customers into thinking that they are getting a car that's been inspected and certified. See warning lights and VIN # in pictures, please avoid Carmax and definitely avoid this Civic Si.

Well here we are three days in and still no car nor do I have a clue as to when it will be back. It does not take three days to change fluid. To make matters worst I have contacted the corporate office three times and have not heard back from them once!!! This is my second car purchase and the second time I have had issues with a car from them from the get go. Learning my lesson this will be my last purchase from them. If anyone can help I would appreciate it. I will say Caroline in the service department has been friendly and courteous, and it's not her fault that this is how they operate, but it should not take this long, and this is something that should have been on their inspection list when they put the car out for sale.

I ended up going to Enterprise. My credit is not all that good but I got a much lower interest rate. I got a great deal on a car that runs and looks brand new. It only had a little bit of miles on it. I have not had any major issues with my car and it's almost a year old. Plus I'm still under the original manufacturers warranty! So I am covered if anything does go wrong. In addition, Enterprise gives you a FREE (yes you read that right. lol) 12 month warranty with every car purchase. Although I did choose to extend my warranty beyond the free year. Bottom line is this: They don't B.S. you around and they respect you as a customer. Carmax on the other hand doesn't respect you and they don't care about you. Carmax sells you a lemon and then tells you to "go away" when you start having issues with their junk cars.. lol.

I called CarMax and they said it's not their first time hearing of this in Houston but had no idea which vendor it is. Listen to me when I say I'm being treated like a prisoner for a vehicle I pay for on time. I asked them how they don't know who it is when this started after I received that letter from them. At this point it's slander and harassment as they keep coming to my job and lying on me saying anything to try and get me fired. I have went on interviews and did well to have the interviewer tell me that someone came in after me and said I was a thief and a racist, drug dealer etc, whatever they could so I wouldn't get the job. I have went to the south location store and have been harassed by the employees there to where the corporate office had managers review the cameras, to see if I was lying (he don't work there anymore) but they say they don't know nothing about me being followed but an employee is telling me yeah you better pay, I know what it.

Come to find out 30 people are in the same situation I'm in and it will get handled. If you ever have been late trust me you are being followed and it SUCKS!!! Cause they've not gone fight you--they follow you with their kids and wives in the car. Trust they are real dirty and I have many other people that can vouch for this. Their job is to look like they are not following you so who would think somebody is following them with kids in a car (Think about it. Ask a repo person are skiptracer--do they do that. You will be surprised what the answer is.). Don't buy from them you will feel like you are in prison. If you are aware of your surroundings check out other blogs. I'm not the only on this. Has been going on for years. Don't do it!!!

At one point one of the salesmen called me AT WORK and told me I was being recorded and depending on my answers to his questions, he may not be able to do further business with me. THEN told me to go to the hospital and have a bill sent to my new address. After 30 days of doing this even a Chase bank summary with my name and NEW address was not good enough. This place treated me like I was a criminal trying to get away with providing a false address. EVEN THOUGH MY BOYFRIEND HAD HIS PROOF OF THE SAME ADDRESS!!! To wrap this up we ended up going to AutoNation Nissan and leaving with an amazing 2014 Pathfinder within ONE day!! And surprise surprise... the address issue was never even mentioned after I told them the hell we went through with CarMax. I would strongly recommend not using CarMax!!! Off to write my five star review on AutoNation.

Occasionally, a dealer will buy a car that has "no announcement" (Engine, transmission, structural damage etc.) pay for it within the mandatory 24-hour window after the auction, only to take it out on a test drive and discover undisclosed issues with the vehicle, and subsequently return the vehicle for arbitration. The "wholesale" department (which is responsible for inspecting, appraising and purchasing all trade-ins, usually takes another day to address these arbitration issues. Besides the occasional warranty-fine-print-jack-assing, the arbitration either leads to a Full Refund, or a financial offer to remedy the issue under arbitration, if the dealer so chooses. And that's all fine and dandy.

The problem seems to always arise whenever a full refund is warranted. Carmax Refund policy makes the IRS tax code look EZ! (No pun intended.) For some weird reason (which I will attempt to delve into shortly), their Business Office is able to cut same-day checks for anyone who sells their car to Carmax (although the cashier's check they give is no good for 5 business days!) However, they can never issue a refund for these arbitration cars at the very location that payments are made! Furthermore, Carmax mandates that dealers only pay for auction vehicles at the location of purchase, unlike other national dealer auction establishments. That perfectly makes sense if each location is operated 'independently'. Somehow this logic never seems to apply for refunds, and always leads to a 10-14 days 'check is in the mail' situation reminiscent of old days of the Postal Service before automated payments/EFT and check truncation.

I am sure Carmax is smart enough to know the implications of 'cash-flow' as evidenced by their predatory 1-day-mandatory payment policy for auction cars and 5-day-cashiers-check-hold for all trade-ins! What's more is the fact that dealers often pay for these same trade-ins long before the checks issued for purchase of these cars even hit the bank, often after raking in high profits! Just look at Carmax Auctions Financial Report for 2015!

Many Auto Dealers normally guarantee to pay more for trade-ins with proof of a recent Carmax appraisal, due to the low-ball offers by Carmax for all trades. Carmax will ding any trade for signs of repaint, and then turn around and 're-condition' (basically a touch up paint job at their facility) and charge a buyer more for it without disclosing it when they proudly provide their Autocheck Vehicle Report in the name of 'full disclosure'! The only thing they are really full of is BS. But I digress. All ominous signs of a company that has lost touch with their goal of committing to make a good faith effort to resolve any customer's issues, but instead thrives on punitive, unscrupulous business practices. None has ever survived long term. Remember Circuit City? Carmax better pay attention.

The car continued to slow down and stop while I was pressing the gas pedal during my entire ride home. I was traumatized and angry. I immediately contacted Carmax and was told to have the car towed in at which point I was presented with papers to sign giving them back the car. Every other car on the lot was out of my price range and I was ineligible for a loaner car because I had given the car back and loaners are only for people who currently have a car with Carmax. When I asked why no one explained this to me before, the saleswoman Connie told me she didn't know.

The sales manager, Richard told me he would not help me get a loaner and that my only option was to spend more money on a whole new car which I had absolutely no money for. I found a car $1,000 more than the Tucson at the Southlake location and decided to go there to try and get it. After financing the car I was told my note would go up as well as my down payment. I had been telling them ALL DAY that I absolutely cannot afford for anything to go up and they refused to offer any type of discount for all my troubles or to compensate me. I was frustrated and disappointed. Even after speaking with corporate I was told that Carmax does not under any circumstance offer discounts of any kind.

I asked for my money back and was told that they should've given it to me at the Lithia Springs location. They of course did not so not only was I out of a car I was out of my money. I cannot get my money back until I get an off day from work to go all the way back to Lithia Springs for a refund. Through my correspondences with corporate I concluded that the sales people at Carmax do not execute their jobs the way that they are supposed to and their focus is not on customer service. I was sold a car that shouldn't have been sold at all as it was unsafe to drive. I will get my money back and go to a real dealership next time.

Original Review: Dec. 8, 2015

I bought a used 2012 Car from Carmax with a cashier's check. They failed to check if the electronic key worked. However, they would not pay for the battery replacement even though it was within the 30 day car guarantee time. I called the salesman and he told me to buy a new battery myself. I then tried to contact the service department in the afternoon and got left a message because they could not be bothered to answer the phone during afternoon office hours. I ended up buying the battery and replacing it myself out of my own pocket. I then contacted mailed them a letter with the dead battery and a receipt of the sale and asked them to reimburse me. They would not reimburse and also claimed they never received the letter. The business office person talked over me and was not conciliatory rather spoke in an irritated manner.

I then contacted the corporate office in Virginia. They said they would check on it. At this point I specifically told them I did not want anyone to contact me again unless it was by paper mail with a check for the battery I bought. Instead the Corporate Office in Virginia thought it prudent to wake me up in the morning 5 days later and tell me they needed a receipt of the sale to reimburse me because they had never received the letter. I will not buy a car from them again and you would be foolish to do so.

Then I get shown a vehicle that is at the very high end of the spectrum of its blue book, and they say that their prices are non negotiable and I can take it or leave it. There was nothing fair about this. You want to offer pittance on a trade in, tell someone to go upside down on their loan and pay premium dollar without any negotiation? I'll take my chances with a traditional dealer. Thank you.

This company has me upside down in a loan with a car that cannot make it from point A to point B with certainty. I was promised some sort of reconciliation for the obvious trouble this car has given me but so far no one has came close to helping in any way. I am asking for someone to return my call so I can find some way of getting out from under this car before my child goes without her next meal. Thousands of dollars in repairs already made and the car is still not drivable. In what world is this acceptable? Thank you for your time.

I called CarMax in Albuquerque and spoke to the sales manager who said she would do everything she could to help me with getting this "Lemon" traded in, but only after I had the repairs done again. And paid for, again. When I come into CarMax I'm informed that all 2003 and older cars are turned over to wholesale. She said that happens in February of each year. Well I bought my '03 at the end of March, so this was odd that mine was still on the lot for sale. I had the car appraised by CarMax for a trade-in. They came back with $8000 less than what I purchased it at 7 months prior. The reason it was so low was that it had to be a wholesale price. I stated that CarMax sold me an "Overpriced Lemon" 7 months and 4,000 miles ago and wouldn't stand behind me as a customer to make this right. I was willing to buy another vehicle from them.

I did like the people I met there though, which is why I'm giving a 2 star rating instead of zero stars. Robert and Gayle (sales mgr) did try to help but CarMax as a company won't stand behind what they sell. I felt like I was only a number to them and once I walked out with the sale then I no longer mattered. Even if I was to give them repeat business later. I will NEVER buy from them again. They will sell overpriced vehicles with known problems and will not disclose any issues with a customer.

Ok back to Carmax device Dept and was told that he was going to have assist. mgr and GM go over what's happening to my car. Today I got a call from Service manager stating I have two options - sell the car back to us and buy another or there's nothing they can do... Wtf. When did "nothing I can do" become a option? I'm heading there first thing in morning to see what they'll say in my face compared to over the phone. I had the car for now three months and my value has dropped significantly because of over spray.

Now I have ran my credit and got a loan from a bank then Carmax decides to give me a different vehicle from what I drove off the lot that day. They won't transfer the VIN to my insurance company or bank. Now I am stuck with a car I never seen or test drove. They haven't done anything for the inconvenience and sales representative and manager weren't trying to help at all. I made it clear that the car I test drove is the car I want. They wouldn't let me speak to a store manager or owner. To sum this up I am now carless. How am I supposed to get to work? This was an embarrassment to me and my family that I have to return a vehicle I wanted. Please save yourself the hassle by avoiding buying a car from here.

So I finished up at work and headed for the store 6:30pm - should be a simple process right? Wrong. This store has only been open 1 month. The Staff although eager are not adequately trained. The Manager on Duty Steve ** is trying to lead both the Sales and Business Office. After the initial glitches we were ready to leave at 8:00pm. The only thing that prevented me from doing this was the reassurance that I would be out the door by 8:30pm. It is now 9:40pm and I still have not signed a form. My 5 year old daughter is now falling asleep. It will take longer to have my vehicles returned. I feel that poor service is reflective of the Senior Management and although I appreciate the sentiment behind the offer of two $25 courtesy coupons I would not recommend poking the bear especially when he has already told you that "if this is going to take too long I can come back Saturday as I am currently suffering from Pneumonia."

Original Review: Oct. 6, 2015

After spending over $600 to have a car shipped in the problems began. First, my salesman from the Independence store called to say car has arrived, finally. I went to the Independence store to look at car. Car was NOT locked (allowing any customer on the lot to sit in my car), car jack was missing, rocker panel on driver's side was crushed at the front corner. Looked like perhaps someone had tried to jack the car causing this damage. I had called the Carmax where the car was shipped from, speaking personally to a very nice salesperson who went out to the car and answered all the questions I had. I was concerned about overall condition, odors, scratches, chips and any body damage. He told me car was perfect and did not notice any damage whatsoever. Wheels were perfect as well. Great news.

When I told the store manager at the Independence store my concerns about what I found he told me, "All cars are damaged???" I told him that I was told before car was shipped that there was no damage to vehicle. I would not have been interested nor spent over $600 to have the Audi shipped if there was ANY damage. The salesman then called me and told me that that damage was within the guidelines of Carmax standards and would not affect the value or resale of car. WHAT!!! It would not affect resale unless you brought it to a Carmax to sell and they found the damage and made their low ball offer even lower. Their standards are a joke, and obviously lower than my standards and what I am looking for before purchasing a vehicle. I no longer wish to buy this Audi TTRS and expect to get a refund for my shipping charges. I will contact the home office if need be. Carmax standards need to be revised. Stay tuned.

I started having trouble out of my car around August of this year and when I took it to Carmax they told me to take it to the Mercedes place here in Jackson, Mississippi - they would honor my warranty, so I did just that. Everything you could think of is wrong with my vehicle: Axle, transmission, motor mounts. All the bolts are breaking off from rust and salt. You name it it's happening... Carmax refused to pay for my transmission repairs even though I have the extended warranty and they refuse to pay for all the rusty bolts that are just breaking for no reason on a 2010 Mercedes. Carmax has a horrible reputation for selling cars and I just found this out today but I will place this information everywhere I can and have other people to repost on their page concerning Carmax and their extended warranty and their lies...

Had an accident due to car performance, was told I had to take it to my insurance. Then find out on the news it's a major recall that spoke to what I was trying to tell them. I am not a mechanic. I wished I was taken more seriously on all the issues I have had. If you purchase from Carmax PLEASE have the car checked separately by an independent mechanic and make sure this is the car of your dreams cause you're stuck. They will not honor the 5 day return policy. If anything goes wrong you will be responsible. They will smile but they are not trying to give the service that they sell you on the commercials for backing up the car's performance and warranties. They do the basic minimum.

About 20 minutes later the rep came back out with a folded piece of paper. He brought up everything the appraiser found on the car. All OK's (which the rep said is what they accept). There were some "needs work" items. Pretty much a couple dents were noted. I had service records for over $1000 worth of work and tires that had been done within the last couple months. Nothing major. Brakes, lines, wheel bearings, etc. He looked at us and said our car was in solid sound shape and said "Are you ready to see your offer?" We eagerly said, "Yes," as we just wanted out from under the car. Even willing to pay a little if the offer was under what we owed. "And your offer is... wait for it... $300!" And the rep was excited about this offer!!! Blue book is $3300 in this condition and black book is $2400. This was insulting. The rep even said that they wouldn't even recoup their $300 at auction. Load of BS! Never ever again.

So yesterday was my 3rd time bringing my car back. Now let me say this on a positive note, even tho all of this is happening, I've never raised my voice, I've never disrespected any employee at Carmax. So the service guy that I was dealing with was nothing but nice to me! I really appreciate that, he's answered any and all questions I've had! So, let's see if Ford actually fixes the transmission issues. If you Google Ford Fiesta transmission issues, you will see what I'm talking about. Did Carmax sell me a lemon? Or did Ford make a piece of crap car?

Water issue was fixed but have me the car stinky and wet. Took in car for overheating and they have it back the same. Said they made all kinds of test put in 100 miles and didn't show any overheating. Pick up the car and in 6 days I was driving to a doctor's appointment with my daughter in car. I exit the highway and a big pop came out of car. We got really scared. Thought the car would blow up. I tell my daughter to get out fast. We get out, all the water was just coming out of the front. Car had a bad sound. We felt unsafe because we were on the middle of road, cars were passing in High speed. When you took the car in for first time got overheating they asked me to pay deductible.

I talked to a manager from service, from CarMax Financial and complains that decided to charge me half oh and it would depend if I could get a rental while getting fix. So I pick up the car and they tell me nothing was wrong. They did all kinds of test. That's when I take home and it breaks down on middle of road. At that time I call them. They give me a number to tow truck, gave me a loaner and while car being in shop called me to tell me I didn't have to pay deductible because nothing was found the first time. How wrong were they? My car is still in shop. Don't feel safe. My daughter is still scared. Have me an appraisal 8,000 while I financed 13,000. I called few attorneys. I'm so tired of CarMax. I could have bought a car for 3000 cash and maybe had less problems or no problems. Don't recommend CarMax at all.

Once again, I feel completely blown off by this company and their Service Department. When your company starts their relationship with a customer this way, it is very difficult to shake off that negative first impression. I have every single piece of paperwork for this vehicle including all service documents and notes I had written on the drop-off envelopes, and I can prove that I have had the same precise squeaking issue with this car since September of 2014. What is also strange is that CarMax's internal records do not show all of my service visits. I know because one of their technicians said “That's odd, I don't see records for those visits in our system” on my most recent trip to CarMax in North Austin. It's almost like they don't want someone to know how many times I have had to come back. At the very least, it is poor record keeping and unprofessional - at worst it is negligent and done to conceal their lack of service.

I am continuously told that nobody can duplicate the issue at CarMax (and now suddenly also with Nissan). That seems strange to me, since everyone else that has ridden with me in my “new car” has asked me about my constant squeaking sound. You would seriously have to be deaf not to hear it. The squeaking sound has gotten increasingly worse. It is now very loud, and it comes from the front and back of my vehicle. When I turn and hit a bump in my vehicle, the wheels feel “sideways”, as if they do not roll straight in the wheel wells, and the steering wheel jerks out of my hands in a way I have never felt in another vehicle. A friend that drove my car suspected it may be the bearings or something related to the spindle, but I would not permit him to look any closer for fear of somehow violating the warranty for my Nissan Versa.

Additionally, my car behaves very strangely in the rain. The brakes behave normally so long as I am traveling in a straight line, but if I break while turning in wet conditions, it feels like the brakes slip off the wheels, and then the brakes simply do nothing to help the car stop. Twice now I have nearly had accidents at low speeds due to this issue. I would like to think my safety would be more important to CarMax, but that does not seem to be the case. I have complained about this issue to CarMax with the same reply of “Technician cannot duplicate concerns” response from them. Is it any wonder I no longer trust them, and feel as frustrated and disappointed as I do now? I welcome CarMax to reach out to me in an effort to right the wrongs I have experienced from the beginning since purchasing my 2012 Nissan Versa in August 2014.

I officially hate my vehicle, and I will continue to hate it every time I have to get in and drive it as long as it makes me feel unsafe and sounds and feels horrible to drive. CarMax states in their response: “The referenced oil pan pins do not exist for the Vehicle model and as such, CarMax is unable to replace the components.” That is incorrect. When I recently went to my local Auto Shop for an Oil change, I got to go out and see the process done with my own eyes. I asked the Mechanic that did the oil change if he knew why my car made so much rattling noise when I drove it. He took me out and showed me the underside of my Nissan Versa. He showed me that there is a pan-type piece that has to be taken on and off in order to perform the oil change.

He showed me that over half of the pin-like pieces that hold this part up against the oil pan area were missing on my vehicle, and he then explained that this was where I was hearing the alarmingly loud, constant rattling and metallic banging sounds from underneath my car. So once again, CarMax either does not know what they are talking about, or has completely blown off my concerns. If I must, I will go to another mechanic in town outside of both CarMax and Nissan if that is what it takes to get an honest assessment of my car's problems. If said mechanic is able to diagnose these issues and it is something that should have been addressed at one of my many previous return visits to CarMax, I will be even more frustrated than I am currently. Additionally, if the mechanic finds that any of these problems have at any time compromised my health and safety, I will pursue more aggressive legal action to protect myself.

I feel that I have been patient with CarMax considering my initial, very negligent treatment. We “got off on the wrong foot” so to speak. It was my hope that my BBB complaint would motivate them to take my concerns a bit more seriously. The ONLY acceptable response from CarMax should have been “We will get your vehicle in immediately because we are concerned for your safety, and want you to be happy with the vehicles we sell.” Instead I get the same string of excuses and lame promises to return again, which requires at least another two-week wait time. Needless to say, I have completely lost faith in the CarMax Service Department, and regret not only purchasing the vehicle but also the additional warranty for it. I have nothing to show for my investment, and wonder now how on Earth this car will last even until it is paid off since it seems to be in such poor shape.

This is disturbing because all I have done since buying this car is drive it around town and to and from work! At this point, I regret ever trading in my older more reliable Mazda for this unsafe, rattly, squeaky, Nissan Versa. It is a terrible feeling to know that I am spending a large chunk of my income on something that does not make me happy in the least. I see that bad business is fairly common for CarMax, as they have 780 bad reviews on **, and that on ** for CarMax South Austin rates three out of five stars at best, with many others reporting similar issues to my own with their Service Department. Not only are there tons of other unhappy customers like myself out there, I also see that CarMax sells vehicles still in need of repairs and that they have ignored recalls from the original manufacturer.

I thought that I was buying from a prestigious company by purchasing my vehicle from CarMax, but my experience and that of many others in nationwide seem to demonstrate the opposite. Please know that until and unless my vehicle's problems are addressed in good faith, I will make it my personal mission to spread the word about my negative experiences with CarMax in an effort to prevent anyone that I know from experiencing the prolonged stress and disappointment I have felt since purchasing my 2012 Nissan Versa from CarMax South Austin. We, your customers, deserve better service from CarMax. You charge higher prices for used vehicles, and had I known about CarMax South Austin's sub-par reputation prior to making my purchase, I would most definitely have gone somewhere else.

CarMax has treated me unfairly, unprofessionally, and does not seem to care about my safety, the warranty I purchased for my vehicle, or repairing this issue that has existed right from the very beginning and should have been addressed with the CarMax Quality Check they advertise so vociferously. There is still a chance to right this wrong, contact me and offer to get my vehicle in immediately. Allow me to drive with your technicians and with my own witness. Take my car in immediately and give me something else to drive to and from work. When you finally do figure out what is wrong with this vehicle, consider refunding me some money for all the time I have spent trying to get these issues addressed in good faith, rather than continuing to behave dishonorably. Until then, every opportunity I get I will tell this story to others, and make sure that they avoid CarMax.

I will also be posting public complaints on every available consumer platform so that others know the hassle I have endured in just one year owning a sub-par CarMax vehicle. It seems I am one of many who has been disappointed by CarMax and their big promises to deliver quality. I hope they will take the necessary steps to try to remedy this situation.

I explained that these seem to be pretty major issues and requested a qualified technician go over it thoroughly as it seemed to not have been during the 125 Point "Certification" process (I stated that I was in no rush for it and just wanted it done right). Six hours later, I received a call that the truck was done. When I arrived, they explained that the tires weren't balanced and weighted (which I'd had new tires installed, balanced, and weighted the previous day by PepBoys), but these weren't even the original tires that were on the truck when it showed "floaty" steering. They said the oil leak was common for diesels called seepage (only 33k miles on truck) and concluded normal operation for the clunking noise, but great news, they did replace an interior light bulb. In other words, they did nothing.

Right after I picked it up and was reassured everything was ok, I drove it with a Service Writer (Josh, great to work with, previously a mechanic at that same store) to show him the issues, which he even agreed that something was wrong. The technician who certified the truck was unqualified (couldn't even see an oil leak and obviously didn't test drive it), along with the technician (best one there) who cannot address obvious failures. I decided to take it to the Ford dealer to have it fully checked out by a QUALIFIED technician. I am waiting on the response; however, when I called CarMax and requested they reimburse me the $150 inspection charge, they refused (Service manager ERIC who reassured me nothing was wrong, and Sales Manager Darrell).

So long story short, paid $1100 out of pocket to transfer the vehicle across the country in good faith that it was fully checked and certified, paid $2300 for an extended CarMax warranty, waited 25 days for it to arrive, now I get the headache and hassle of trying to get this truck fit to be used. Funniest of all is everyone keeps telling me they will tell Tom who is my service writer, the service writer I have never even seen or talked to.