CarMax Reviews

So about 2 weeks later I noticed after lowering my Cabrio top one afternoon it wouldn't close, so I got concerned. Did all I could to try to make it work high resulted in me forcing it closed, so I called the Fiat dealer for the third time, brought the car in and to date the Fiat has been at the dealer under repair for a month now and the Fiat tech explained my Fiat is giving him such a hard time and the whole wiring in the car is shot and the entire cabrio roof needs to be replaced. Now by this point I'm pretty upset. I overpaid for the Fiat and to top it off due to poor credit I have a 18% interest rate so my payments are around 500 a month for a car that has been in the shop longer than I've driven it.

So I called the CarMax dealer and I called the corporate office and explained I got a lemon from them. They did nothing to help me at all. They want to have my Fiat appraised and get me into another car which I have about 6-8 negative on the loan which would add to the new loan if I choose to even do business with them. My suggestion don't ever do business with fort Myers Carmax or any Carmax period. They are a bunch of frauds trying to make a quick buck. They don't care about anything other than the commission they make on the sale. I'm going to look into an attorney and see my legal options regarding getting the matter handled.

The same thing happened in 2004 with a trade in attempt at this Carmax, brought a mini van in for a trade in and they said the same thing, a problem with the transmission and offered me a stupid low price. I will never set foot on this place again and recommend to everyone that they get someone else to look at the car before buying. They are located in Hoover Alabama and this isn't an attack against Carmax in general but this location. There may have been something wrong with the cars transmission but if there were a problem, it was sold to me with the problem by Carmax and the salesman that told me it was normal back 2 years ago.

Now I am without a vehicle until Monday am (they left it in the parking lot taking apart and cannot be held liable for any issues with it after it's taken off property). It's unfair. First it isn't being covered and second for not explaining first it was not going to be covered before charging me for the diagnosis. I expected it to be covered and I would only have to pay $50 deductible. The manager said he would personally look into the situation and find out why the sunroof was not on any of the vehicles information. He never got back to me. I then received a call to bring it back in and "they wanted to take a look at it". Lesson learned read your purchasing information and do research on their warranty coverage first. I am going to be cancelling the warranty and not going back to them again.

I called Carmax to hopefully get another car since they had to know they sold me a lemon. I spoke with someone who acted like the problem was me. He said I should have the transmission serviced every 25,000 miles and it should be okay. Since the car had 65,000 miles on it when I bought it and this was the 3rd transmission, if you do the math, this estimate of servicing every 25,000 miles didn't add up. I was on the phone with him for a very long time but got absolutely no help.

In December of 2013 the new transmission failed. I called Carmax and told them to come and pick it up. I had paid my loan with them like clockwork but stopped that very month. They didn't come to pick it up for several months and then in Sept 2014 they sent me a letter saying that I owed them $2,000 because they sold the car and that was the balance.

I had a 2009 VW Passat transferred from Sacramento (either South or Roseville) to Fairfield on Wednesday, August 5. When I test drove the vehicle, I informed the representative that there were a few things that needed immediate attention (internal cleaning, outside mirror adjustments, ash trays appears to be stuck and valet keys stuck). I did not visually look at this but suggested that the battery posts are clean to assure that the vehicle runs because it appeared during the test run that the vehicle had been sitting and had some driving issues. Even though these matters appeared minor to me, I saw no problem in having these things fixed prior to my pick up a few days later, Friday, August 7.

I texted and reminded the rep about my concerns, to be told a variety of things in her response. I asked if a manager could be sought to get these things done, to be told by my rep that it depends upon how busy they are and it may take about more than half an hour. Then I was told that they did not see anything wrong with any of my concerns and that I have a 30-day limited warranty, if anything is wrong with the vehicle, to take care of the problems. I asked the billing department for the service records and was told that it was proprietary information and that they could not provide it to me. I asked when the vehicle was last serviced including oil change and they stated that whatever it says on the sticker in the vehicle.

I picked up the car and still had some concerns, so instead of dealing with the issues immediately, I took the vehicle home with the intention to call in on Monday to have the concerns addressed because my time is money. On Saturday, August 8, the next day after picking up the vehicle, it would not start. I videotaped the issues that I was having and the messages that the dashboard was saying. I called the rep at which time she stated that I need to put in a service ticket. I got a jump and the car started with some issues.

I called on Monday, August 10 and informed the service department that I just purchased the vehicle, and the problems I had on Wednesday, and wanted them to be corrected on Friday, and Saturday it would not start. I was told that the next available appointment would be Thursday, August 27. I told them that this was unacceptable. So I called and left a message for South Sacramento and Roseville Carmax. Never received a call back so I called them again the next day; I was finally able to connect with the Roseville location.

The service department rep was not professional but we got over this because I wanted to get my auto done and once again my time is money. She stated that I needed the extended warranty before they would give me a loaner, now the rub is that she never asked if I had an extended warranty, she just made that statement. I told her that was nonsense and then she spoke with a manager who approved my having a vehicle loaner. She then gave me an appointment of Monday, August 17. She suggested that maybe I should bring in my vehicle sooner just in case an opening occurs. I drove over 100 miles one way to the Roseville location to get serviced sooner.

In the meantime, I had given Carmax a poor rating and got a call from a customer service rep and I told her what happened and that was it. No offer to help or anything. She only stated that she was never told and wish she had been, and wanted to cancel my appointment with their location in Fairfield for my tentative August 27 appointment.

I took in the vehicle and asked did they want to see the videotape and was told "no" even after I tried to show it to them. Carmax Roseville kept my vehicle from Wednesday, August 12 to Thursday, August 20. They probably would have kept the vehicle longer but I got tired of being told that they could not find any problems with the vehicle either through manual inspection or through the diagnostic testing. Nor could they locate my concerns for bringing the vehicle in. Now the clock is ticking. Now I see why their cancellation, return and warranty times are so short. They are hoping that you do not discover the issues as I have read with other dissatisfied customers from Consumer Affairs to Google Reviews.

Since the vehicle is still under the 30-day warranty, I wanted to have my mechanic check it out because prior to my taking it to Roseville. My mechanic was unavailable. So I picked up the vehicle and checked those concerns before I drove off, and of course after having the vehicle for over a week, a few of the concerns were handled. However, the outside mirror adjustments did not get corrected, the valet keys were still stuck, and then a reading on a CDC Hardware error occurred. Now at this point I only had the vehicle in my possession for only 4 days but eating into the 30-day warranty at the two week mark. In the meantime, my lender called and inquired about the vehicle and I informed them that I still did not have the vehicle at which time she was disappointed.

Still at the Carmax Service department on August 20, one of the mechanics were called and I showed him the mirror adjustment error and he said there were a few guys that looked at this vehicle and never saw what he is seeing now with me. Then he stated that another mechanic was needed for the CD. Later, the manager got involved and tried to remedy the issue but it was contingent upon my staying about 1.5-2 hours after them having the vehicle for about one week already.

He stated he put in a new battery in the vehicle and a new battery in the fobs and helped to get the fobs unstuck. He saw the mirror adjustment concerns and stated that he would go to VW and put in a new window adjuster. He stated that he wished that he had been bought into this matter sooner, saw the videotape and apologized for the disadvantage that I was experiencing with the services at the Roseville Carmax. He did a Google and we found out the issue with the window adjuster. Sad no one had done this prior to my picking up the vehicle. I gave Carmax a good review because of the manager being proactive, but after this fiasco they are back to a poor rating again.

I told him that I wanted to take my vehicle to a mechanic because I truly have some others concerns because I had checked the oil and it was none and since these minor things are happening that maybe some major things are occurring that is not currently showing. I asked Carmax again in the service department, this time had the vehicle been recently serviced including an oil change and they said "yes" as indicated on the sticker in the window. Now the sticker said 57k miles which is close to how many miles the vehicle currently has so why no oil in the vehicle?

On Monday, August 24 I went to my mechanic and he did a diagnostic and the reading was 61k tune-up and air filter replacing. Then he did a manual inspection and found a few things. So I approved the tune-up to make sure that we have things covered on our end and for him to do a further inspection. He found a transmission leak, blown gasket covers; the spark plugs were saturated in oil, and the air filter was so old and dirty, it was like the vehicle had not been serviced for over a year. If the reading on the sticker was true, then these things would have been noticed and remedied; this vehicle was had not been serviced.

I had the mechanic videotaped about the plugs, transmission and blown gaskets. These are dangerous things that if they are not taken care of could be hazardous to the driver, me. My life could have been in danger if I had not had the mechanic look at the vehicle sooner than later. This is why I am so disappointed and believe that I received a lemon from Carmax. After having it for only two weeks (in actuality 4-7 days), who knows what else I will discover. This vehicle is dangerous and I no longer want this vehicle. Today is Tuesday, August 25.

About 30 mins later she calls back, still fast talking, and says that her sales manager needs a landline phone for my employer. I gave it to her and she says she has to wait for re-approval. I told her I already secured the insurance & PAID based on the information she gave!! She just apologized and said now they had to wait for the finance company to respond again. I said "well I'm on my way in a few hours because that's what I made arrangements to do."

When I got there THE NIGHTMARE BEGINS. First the greeter calls her and she comes to tell me she has a customer but they still hadn't gotten a response from the Finance Company. "It's been 4 HOURS," I say. She said "sometimes it takes until Monday." Then she takes me outside to look at my car until she's done with her customer. While I'm looking over the truck, literally 20 mins later, she comes and says "The finance company approved you but they need 3 MOS OF BANK STATEMENTS."

She takes me back inside. She tried to explain they needed to see my DIRECT DEPOSITS IN MY ACCT for 3 MOS and that I could use THEIR computer to print them, which she pointed by the sales desk, and then I could drive in my new Truck. I informed her that she NEVER ASKED ME FOR ANY BANKING INFORMATION, why would that be a criteria NOW, and WHY Would I print my personal BANKING information on This PUBLIC computer?

She then CHANGES it and says Well they need check stubs and if you don't have them you can print them AGAIN on this computer. By now she's talking loud but we're seated at a station and this OBNOXIOUS SALES MANAGER comes and stands over me & repeats this information rather loudly as well. I'm already annoyed, I tell both of them to lower their voices and explain themselves. They said the FINANCE company needs check stubs but they can only be printed on their computer. After debating this, I reluctantly agreed to go print them. As I go to the computer that they designated for use, the sales manager follows me. I observed the showroom FULL of people but he stayed towering over me the majority of the time I was at the station and NOW he's Standing DIRECTLY BEHIND ME staring at me, as I'm typing in my Company's email address and password and my login information.

I tell him that his behavior is inappropriate and that he's been towering over me the entire time I've been here and I haven't seen you so much as SPEAK to other customers. I'm here with my teenage son and daughter and as I look over at them my daughter looks frightened and my son looks upset. At this point I tell Them, "thank for your time," but their unprofessionalism was present from the 1st CALL, and now it's reached unacceptable levels. The salesman manager just walked away, but The saleswoman did apologize but not before telling me to go to ROADLOANS and I wouldn't have experienced this. I told her NO HUMAN should have Experienced this and I got my kids and we left.

I called her back to make sure she canceled my contracts with them and informed her that I was filing a complaint. She told me he acts like that because they had a lot of Fraud cases. I wasn't accepting this because there's appropriate ways of qualifying buyers & LYING ABOUT CRITERIA & attempting to steal my passwords or violating my privacy is NOT one of them.

They said, "No, the finance company wouldn't allow that." I understand that finance companies have their own stipulations but the manager did absolutely nothing to provide any type of personal customer service, knowing that we were told to come in and sign the papers and we would be on our way because the day prior we had already submitted everything they asked for and no issue was made then about the pay stub. He then suggested I occupy my 3-year old by buying her food from the vending machine!

Everytime I tried to say anything about customer service he kept repeating that corporate has rules and corporate doesn't allow that and corporate, corporate, corporate. If employees are not allowed to service the customer then hire robots. I will never go to CarMax again and that decision is based on the fact that the sales associates have to follow a handbook and cannot go outside of that book and the managers who should have some kind of decision making capability have none.

There was also supposed to be a tow hitch put on the truck before I purchased it and when I noticed there was no tow hitch I was again told by management that Corporate doesn't allow that, which would have been nice to know before it was promised! I will never refer anyone to CarMax. Worst experience ever and I have bought a enough cars to know this. You are a number at CarMax and they move you through the "process" as fast as they can and could care less about offering any type of personal relationship.

My daughter had her vehicle thoroughly inspected by our mechanic before taking to CarMax. No problems. CarMax said the report came back "severe damage". Ahhh... there was no severe damage in those accidents. Also, they said she had transmission problems. Not true! Took car to another dealership, and got $2800.00 in trade-in PLUS they got a newer vehicle with all the bells and whistles AND a lower price than the vehicle at CarMax!!! How about that?! My husband and I will never ever recommend CarMax again as we have ALWAYS, ALWAYS have!

Now it's two years later and guess what, the same issue has gotten worse. My car is jumping so bad and my first gear has a harder pull. I have all my paper work on every complaint I have made on this car when I first purchased this car! This is so unfair and should not be legal. There is no way you do a full check on a car and you had to replace things within the first week! And the bad thing about it, I referred a friend to the same place right before I considered them and she has had issues has well. I would be pleased if they would just correct the issue and take responsibility! But I refuse to be taken advantage of and my money that's why I'm glad I have a paper trail. I'm disgusted!!!

The sales associates were helpful but no one could find the issue till 3 months later, a CRACK IN THE ENGINE. That would have easily been well beyond their ** 30 day warranty then I would've been screwed completely. Now they finally buy it back but simply say "Oops", "do you want to buy Maxcare for your next car?" No I don't want to ** buy Maxcare. You should give it to me for free for having to deal with all your ** for 3 months. You bought the car, you should give me peace of mind on a new one. Honestly, the service associates care, the higher ups don't care at all and they are the ones who can easily screw you over. Might as well just buy from a dealership at this rate, brand new, no issues, no ** and a longer warranty.

Tonight as I type this review I had the worst issue yet. Mid turn coming on the highway on my way home from work the electrical cut off. My whole car locked up on me for 30 seconds as I was headed for the side of the ditch. Luckily it kicked back on in time to get back to a safe drive, the rest of my 5 minute drive home. I have never been that scared driving in my life. I am outraged Carmax could let a vehicle like that on the roads. And yes it has been a little while that I've owned the car, but coming from a family of mechanics no cars electrical acts like that so soon from a "reputable" dealer.

Saddest part is I know Carmax will give me the run around on this. They did when I told them about my worry with the transmission. As usual just another big company only trying to make a dollar. It should be criminal for companies to act this way. I am furious with Carmax. If I knew it wouldn't cost me an arm and a leg I'd drop that car off in front of their door with the keys.

We then had to have the vehicle towed to the nearest town and upon arrival and inspection the manager of the dealership came to us and told us that he honestly couldn't believe we were alive and unharmed because the rear left tie rod had snapped. It took the dealership where our car was towed almost a week to fix it, during which time we had to rent a car and between the repairs and car rental the bill wasn't cheap! We had to make a claim with the insurance agency and they sent an agent out to view the damage. After inspection of the broken tie rod and the vehicle, both the service manager and the insurance inspector agreed that the damage to the snapped tie rod was an old crack that had been rusting for quite some time and had finally rusted through. They told us repeatedly that Carmax must have known or somehow missed the damage when they sold us the vehicle.

I find it hard to believe that they missed it when their business is founded on their integrity and their 125+ point inspection. So, after we finally got our vehicle back we brought it in to Carmax and told them what had happened and showed them the broken tie rod. They asked to keep the tie rod to inspect it and promised to inspect our vehicle as well. The next day we went to pick the car up and they said everything was fine... well no kidding... and that they were so glad we were safe! We asked for our part back and they told us that they couldn't find it, but that they would give us a call when they located it. The NEXT day I called them and they said that it must have gotten thrown away because they couldn't find it. REALLY??? At this point we just got totally pissed off and went to a lawyer.

After reviewing our case our lawyer advised us that we wouldn't be able to sue Carmax because in their contract they have an arbitration clause that basically prevents anyone from suing them. Wow! So not only have they lied about the meticulous inspection they supposedly perform on all vehicles which nearly caused a serious fatal catastrophe on the interstate for me, my passenger, and others on the road, but they destroyed a piece of EVIDENCE and someone else's property and they never offered any solution or compensation to us for the trouble this entire situation has brought. Oh, and they can't be held accountable because they are a BIG American BUSINESS that can't be touched. I'm sharing this because it needs to be told. They are liars, crooks, and thieves and they knew full well what they were doing when they destroyed evidence that could have gotten them in trouble. Shame on Carmax.

There was an offer to me to purchase a car with guaranteed financing. Fraud, misrepresentation (or lie) made to me. I have relied on this misrepresentation as an inducement to purchase a car. The salesman stated "Don't worry about your credit/Bankruptcy... just put your money down." The dealership never provided a reason nor have I received any letter from the Lender stating that I was denied. I was not offered to find my own financing through a Credit Union. I do have witnesses in regards to the above matter and texts messages. I will file a better business complaint and expose the matter on all social media.

To top that off my center tail light on the trunk had some gunk on it that ended up damaging the tail light beyond repair. Carmax refused to replace it. The salesman explained to me on the day I bought the car that a flaw in the driver's seat was just a stain and his detailer would clear it later. After purchase the detailer explained he can't get it to look clean due to the fact it was a repair job from a cigarette burn. Then my Check Engine light kept coming on and problems kept rolling in. Sad thing is the only thing Carmax had done to help me was give me a car wash. I am disappointed in the lack of respect, honesty, loyalty, and customer service that Carmax displays. If I would have been warned I would have never purchased through them. Some things are too good to be true! Be warned.

Now when I called the Service Manager, he is completely unaware of the promises made to me and he reluctantly agreed to fix the body scratches but not without saying "We will fix it even with a gap of 6-7 months" as if he is doing a favor to me. It was his department's responsibility to make sure everything's fine with the car they are selling and he seems to be very rude in saying he will try to fix them. What's worse - he says he cannot replace the glass for sure but will try to "bring it back to its standard". Unfortunately this is written in the piece of paper they gave me in November and I believed bringing back to standards meant either fixing the scratch or replacing the glass.

Now they say, it is just removing scratch from glass and if it does not work, they are just going to leave it like that. They cannot assure me that this scratch if left as it is will not cause a drop in price when I sell my car. First of all their no-haggle pricing is utterly foolish - you can get the same vehicles at a much lesser price if you are ready to do some research before going to them. Plus if you sell your car there, the prices they offer is so poor that could make us wonder who sells the cars to them! Very disappointed with the so-called No:1 used car dealer in the US.

A day later I received a call from the service consultant to tell me the status of the car and mentioned that the grille would be repaired instead of replaced. When I mentioned that I would not accept a "repaired" grille and that if CarMax insisted upon it I would ask my attorney to void the purchase based on their "CarMax Quality Certified" standards they hung up. I have contacted CarMax headquarters in Virginia and will await the results of their involvement. I expect a partial refund of my $1000 down payment for the aggravation, inconvenience, and the fact that the automobile was NOT ready for delivery not up to the standards advertised by CarMax.

Yesterday I was driving along and heard a very loud noise and thought someone was shooting at me since that is what it sounded like. Keep driving and when I got home and went to take groceries from my trunk, I then realized the noise was the shaft had broken out entirely from the trunk and now the trunk wouldn't lift. There I sit with groceries in the trunk wondering just what to do next, so after a few minutes I was at least able to lift the trunk door and found the shaft had broken out.

Carmax was recommend to me from a friend that I did and still do trust but I will say they have not impressed me at all with the way my complaints have been handled. Isn't there a way that people like me that live from day to day on a fixed income can get these kind of people to fix these problems for us instead of them trying to run us through the ringer for every dollar they can get, as if they don't make enough off their car sales and for sure the extended warranty is not cheap that they run you through. Can anyone help me? Thank you.

My issue comes with the fact that our particular van and many like it have a "recall" on them for the rear vent window wiring harness. Chrysler's fix was to take the van in and disconnect the harness until they could come up with a harness that would not overheat and start a fire. My issue is that this van was purchased for me to carry my small grandchildren around in.

I think the sales associate at Carmax should have disclosed this information to us before we purchased a 20,000.00 van. My husband and I would have been able to make an informed decision and I am sure with this information in hand we would have put more money to the down payment or even the monthly payment and purchased a different type of van.

I am very disappointed that they did not disclose this information to us. Even when we signed all of the documents they gave us a paper that stated that our vehicle had no recalls at all, which in essence is truthful, but they knew that the rear vent window was disconnected due to faulty wiring. Why were we not told of this? To me this is really deceitful. Not very happy that they did not tell us the WHOLE truth.

Needless to say after that the car was misfiring I took to my own mechanic and he said it was the timing switch. I took it for another problem and I told them flat out don't make a list of things that are not cover under the warranty, just fix what is wrong with the car. Needless to say I will never buy another car from them. I have turned about thirty of my friends away from that place just because of how I was treated. Once they have your money they don't want to know you.

The first couple months they did the oil changes and put the wrong housing on and never informed of the oil leak. I have put another $6,000.00 into this car since the purchase. I want to warn other consumers this is not a trusted place to buy a car and they should have repercussions. I have heard many other horror stories about cars purchased with them.

Anyway the vehicle that I purchased had been ran flat before and had a ton of rubber on the inside of the tire. The vehicle has 40k miles on it. When I took it to discount tire for them to inspect it they said it had two bad tires and one could have blown out anytime - glad I bought the gap insurance! I don't believe one bit that the commercials I see on TV are the truth at all, why would you advertise that they have a total front to back inspection? My car needed brakes and tires. They are replacing because they were concerned about safety. Glad I didn't have a blow out with my kids in the car. For charging full retail I would expect no hassle or car maintenance four days after purchase!

Put it this way. You're better off pushing your disabled car in traffic in pouring rain than to take in to Southwest Freeway CarMax. I encourage everyone to take a good look at their receipt and google the part numbers to see if they gouged you too. If so contact attorney general because it is against the deceptive trades act.

The local Carmax refers me to the Carmax two hours away (where the vehicle was purchased). And Corporate's "Customer Relations" team refers me back to the local Carmax (at first). Later changing their recommendation to the Carmax where it was purchase (two hours away) since corporate is not sure of what the options are to help a 100% dissatisfied customer who has a working vehicle only 60% of the time since purchase. Then, after dealing with the original Carmax where the vehicle was purchase... this dumbfounded customer is now referred back to the local Carmax. So, on top of poor quality and awful customer service... let us add a lack of communication to the list of Carmax's best qualities. Finally, after being referred back to the local Carmax... They. Will. Not. Even. Diagnose. Their. Vehicle (sorry... lemon). They will not touch it. At all.

Days later of back and forth and they will not look at it. They somehow appraised it but will not look under the hood to assess repair cost. This process is exhausting. Cannot believe a company has so very little regard for their customer or even their name. Advise: Do not even consider Carmax an option. If the above is ignored and one does decide to deal with this company... purchase the warranty. You will need it. NO DOUBT. Although, from what is understood... it probably will not cover all of what may go wrong with the lemon that one may walk out with. Therefore, just turn elsewhere. There will be no company that will do you worse than Carmax. (If it were possible... a big ZERO STARS to this company). This is the short version. WORST EXPERIENCE with a company imaginable.

And now they said they can't proceed because his ID. I think I'm lost here. This is by far discrimination and it's not the 1st time I've seen it. The manager came and gave me a bogus excuse. How is my husband ID going to prevent you for selling my trade in??? This has nothing to do with it. I'm sick and tired that the companies feel like they can discriminate people for that. DO NOT PURCHASE A UNIT IN THE ARLINGTON LOCATION.

They put me on hold, came back and said they were unable to reach anyone in the service department either so they would walk over and hand deliver a note for them to call me. I still never heard from anyone. I couldn't take another vacation day and was forced to drive to work with the "check engine" light on. Since I attempted for two days to get someone to call me with no success I completed an online complaint form outlining my issue. Five days later, I have still heard nothing from anyone. Unless they can give me a good reason why I've been waiting five days for someone to call me, I will more than likely never buy another car from them and certainly not the extended warranty.

Next morning I received a call from the sales confirming the information on maintenance program and scheduling an appointment. I told him that I will go there in the evening once I get out of office. He said it's okay and the car is on hold so not to worry. Roughly after 2 hours, I got call from the same guy saying that there has been some misunderstanding and his manager put the car for sale online. Someone, purchased the car and they transferred it to the different location. I was not notified of anything and salesman was claiming that neither was he. Because of their mistake, I lost a deal of a good car and now I have to search all over again.

Original Review: June 21, 2015

I purchase a 2011 Lexus from CarMax in Newport News Va. on February 21, 2015. I found the car online but it was at an Ohio location. The car only had 14,700 miles on it and was the color I was looking for. I asked the question, "Is this car accident free?" The answer was yes. I then ask "so there are no issues at all with the car?" The answer was "no problems." They then told me it has a clean Carfax. I thought about it and decided to buy it. After driving it for a couple of weeks, I notice the right rear door looked darker than the rest of the car. I assume it was the way the sun was hitting it. The color was light tan. As time went on it bother me more and more. I decided to have a body shop look at it. They told me the door had been damaged and repaired.

I went back to CarMax and spoke with one of their managers. He told me there was nothing he could do. I told him I had asked if the car had ever been in a accident or had any issues before buying it and was told no. I then told him about the Carfax. He told me a carfax is really there to protect you from water or frame damage. He then told me sometimes they get cars in that may have minor damage and they do the repairs and paint it. He then said he would not be surprise if it was painted at the CarMax in Ohio or it may have been repaired prior to them buying it.. He would not even come out and look it.

A few weeks later I called the store and asked to speak to the General Manager. They told me he was busy and transfer me to another store manager. I told him the same story and was told again there was nothing he could do for me. I told him to have the General Manager call me. That was 3 weeks ago so I want everyone to know beware of the CarMax in Newport News Va. If they tell you "accident free" get it in writing. I bet you will not get it. The other thing that really bothers me was they would not even come out and look at it. I gave them top dollar for this car $26,998. They mislead me. Don't let them do the same thing to you.

Brought it BACK within the 30 day warranty period so that they COULD fix it, still wasn't fixed properly, called corporate. So they then fixed it... maybe. They probably just did a band aid job so the sensors wouldn't keep going off. Whatever. Then we get a freakin recall letter. We presented THAT to CarMax. They send us over to Global BMW, for them to send us BACK to CarMax, so we went back and forth. Anyhoo, long story short, here we are on this day to trade the car in, mileage still under 100k, still in good condition just needing a battery, and they appraise my GOOD CONDITION BMW for 1,700?! **!!! Not only was corporate called AGAIN, but we may even involve the news this time, and you have the nerve to send me a survey?! Three strikes CarMax, for real, so I wouldn't recommend CarMax to anyone. Very disappointed.

I didn't mail them the down payment in 7-10 business days. They drew the money from my account almost immediately. I fully expected to have the money back in the same fashion. You have 14 days to have credit checks on your account if you are searching for a new car, mortgage, loan, etc. before you get dinged again, so I don't have the luxury of waiting 7-10 business days to get the down payment back that I need to put down on a truck at an actual car dealership. We have bought 3 cars from Carmax in the past with absolutely no issue. Needless to say, they have lost a customer for life in us. I will also make sure my friends, family, and business contacts know of this unacceptable business practice so they don't get burned as well.

They turned around and sold the vehicle to someone else without informing me. Very unprofessional and total deceitful trash - I am going to the Chicago tribune, write a lengthy article in the deceitful and unprofessional manner that Carmax does business with their bait and switch tactics - this is something that I will file a complaint with the Federal Trade Commission.

The person helping me replied that it is because the difference is due to certification process and paperwork. A difference of $5,000.00 to $7,000.00 more valued is because of the paperwork? Did they really thought that I was stupid to accept such an answer? They buy your car at such a low price and sell it almost twice more. I won’t about to give them my car for such a price, so I walked away and will never want to deal with such unreasonable people and company as a whole.

So got the car towed in around 1 pm, they tell me they can't tell me what's wrong with it until tomorrow and they couldn't give me a loaner car because my 30 days was up now, and their so called service plan wanted me to go get a rental car before knowing what's wrong with the car and without knowing if the problem is if it's covered under the service plan and stick me with a rental car bill. And my first car note is due in 3 days, that's right, I haven't even made the first payment. SO after complaining I was able to get them to diagnose my car.

It end up being an electrical issue and they said my car is still under the factory warranty that I needed to drive it to Ford to be fixed. He said it will drive and make it there. I drove out the lot and car stopped again in the street. Went back inside, the same service guy now decided to tow it to Ford now. I mean come on, is this really how I'm being treated for a $23,000.00 car? I no longer want the car if it's breaking down after 5 weeks... can anyone help me?

Secondly, the car had some minor problems right before running out of 30 days warranty, so I called them. A slight rough start and hesitation when starting. The service person was always telling me that this is due to "computers" and that it is ok. Very soon I got a CEL on and took it to the store. Because Carmax does not have a certified diesel technician, they take the care to a dealership. Because I was under 30 days coverage I received a loaner. The car was returned to me 4 days later, with a repair worth approx 1300 dollars. They covered it.

10 months later I had minor issues again (small oil leakage and some decrease in performance). On my way to CARMAX the car started to go in limp mode. I took it there and the nightmare started. Pretty much my car was in service for 2 months!!! Yes, 2 months! When I took the car, someone stole the car emblem from the engine cover and the thermal and sound isolating material were vandalized! Seemed that a rat chew on them and were way dirtier than before! I pointed this to Carmax people there and they took pics and said they will look it up. Meanwhile the repairs totaled over 5000 dollars, for which the extended coverage company paid, but not with ease.

It took 2 months to get my car back. Meanwhile I had to rely on driving my own car. Now I am in the process to have the "vandalized" part fixed. I am really disappointed in how things are handled. I am not blaming Carmax completely, because my engine bay could've been vandalized at the 2 service places they moved my car to get it fixed, still a very poor and unprofessional approach to the situation. I would make people aware when buying from Carmax.

A little history on our relationship with CarMax - purchased a BMW convertible, Jaguar S-Type and the BMW 328i in question from CarMax over the last five years. Currently my son is looking at a Mustang convertible on your Ontario lot and was working with ** until I asked him to stop until this issue was addressed properly. Loyal customers wouldn't you agree?

I received some verbal quotes that were in the $800-$1000 range from two independent vendors to repair the driveway and after hearing what they were going to do I decided to complete the restoration myself for half the price and make a little money for myself. A win win situation for both CarMax and loyal customer. Upon presenting the invoice to ** she reviewed it with your Operations Manager **. Using ** as a conduit, ** told me that he was only willing to pay for the supplies and not the labor as the work was done by me. I have left a few messages today for ** to no avail and I am sure I will get no justice even if he does pick up the phone and call me. I am coming to you as a loyal customer to simply receive reimbursement that was promised and owed to us.

First off, I walked into the Carmax lobby which was FULL OF BORED SALESMAN smiling, waiting for me like a hungry barracuda! I found out "**" was out to lunch and another man offered to take me. He put me in a golf cart and even after warning him I had severe chest and lung pain from my wreck, proceeded to jerk the cart forward. Then he couldn't find the car I was calling about even though it was green! He finally found it, went to get the tag and the key and we went on the road. He was unable to answer ANY of my questions about the features on the car or how they worked and knew nothing about its history. Then I questioned him about a recent recall posted on safercar.gov on April 23, 2015 that had reported a recall # 15V246 and manufacturer # 15S16 about a problem with a door latch that would not hold the door shut. The door latches were not sturdy enough to hold to the door shut.

It reads (pasted from safercar.gov): "safety risk: A door latch with a broken pawl spring tab typically results in a "DOOR WILL NOT CLOSE" condition.. Should the customer be able to latch the door, there is a potential that the door may unlatch while driving increasing the risk of injury." When I asked the sale rep about the "recall" he repeatedly said, (and I quote) "Carmax does NOT do recalls or fix them. It is up to the owner of the vehicle to submit the car for recalls." I questioned him about the safety of the car saying "So, if I buy this car, and the door refuses to shut or becomes unlatched and flies open while I am driving, then CARMAX is okay with me buying a car with a safety recall that has not been fixed?" He said again, "Carmax does NOT do recalls".

So again, I questioned him further (with a copy of the recall report in my hand) "so, if I buy this car and drive home and the door flies open and someone hits the open door causing a serious on the road accident or my passenger falls out of the car and is injured or killed, Carmax is okay with selling me a car in that condition??" He again said, "Carmax does NOT handle recalls, that is the customer's job to handle after they buy the car." I told him, "You realize Carmax, and you as the salesman, would be liable for a lawsuit if this car wasn't fixed and caused a problem on my way home." Again, he gave me the same answer.

Needless to say, I thanked him for his time and left. I drove on another 45 minutes to Chapel Hill, NC and found that the 2014 Ford Fiesta was cheaper (much cheaper due to an internet deal), it in much better shape (and... with no recalls or accidents and it was a former lease/rental from enterprise! It has a few more miles on it and I knew from experience that Enterprise takes good care of their cars!). When I told the University Ford sales rep what had happened to me at Carmax... he got a serious look on his face and said, "There is a new North Carolina law and says you can't sell cars with safety recalls until they are fixed! Carmax needs to take that car off their lot until they fix that car!"

So, Carmax of Greensboro was breaking a recently passed North Carolina law by even allowing me to drive a car with a serious safety recall in a test drive! I was so furious to think that this company doesn't care enough about customer safety to fix a recall! I sent a thorough email to my original Carmax sales rep with a copy of the link to the recall and pasted the body of it in my email as well. I fully intend to report this issue to the Carmax corporate office. If I find they are still showing this car.. I may contact the NC attorney general to report the Greensboro CARMAX to them for showing this car without fixing the recall. This whole situation made me angry... and thankful that I had done my research before going for a test drive! I was in enough pain without getting in another accident!

Always go to safercar.gov and type in the VIN # of the car you are looking at before going for a test drive. (The 2014 Ford Fiesta model had no recalls!) Carmax lost a decent sale.. and they will continue to do so if they refuse to honor recalls... especially safety recalls that Ford had offered to fix at no cost to the customer! As long as that car is on their lot, and unfixed, it is not safe to drive and Carmax is breaking the law by continuing to show it!

This car had a 17k sticker price, plus I bought the FULL extended 150k warranty for an extra $2500, thinking everything was covered. My car has now been in shop 6 different times, is 1 1/2 years, and not once has this warranty covered a damn dime. I got hooked at 12% interest so I paid off over 5k in just interest the first year! I owe 16.5k on a car that was just appraised BY ANOTHER CARMAX for $4,000. Someone, explain how that is justifiable. I found out the first time I tried to sell this car that is had reported structural damage in a prior accident. Carmax assured me it was a minor fender bender and only a bumper was replaced. Carmax CLEARLY states that they DO NOT buy any car with reported structural damage, "no exceptions."

I am currently opening a Lemon Law Case and believe me when I say I won't stop until this place drowns in lawsuits from the countless others with experiences like mine. This isn't even the tip of the iceberg with my case, but I just wanted others to know how awful this corporation is, and if even one person sees this and doesn't do business with them, I will be satisfied. My purchase has ruined me financially, costed me my job for lack of transportation, among other things. PLEASE save yourself an endless migraine.

In January 2013, while in the shop for work, because I was told the vehicle had new tires and brakes on the vehicle, and it did not, you smashed my windshield. You had the vehicle for over a month, and it ended up costing me over $550 in rental car charges, since you had the vehicle for over 30 days, CarMax warranty company would not cover it. You then proceeded to put after-market type of glass in the vehicle, and I had to return the car to have BMW original glass in the car, which was there previously. You also had a third party company paint my front and rear bumpers which were damaged as well.

Four months later the paint on bumpers was cracking, chipping, and flaking off when it was being washed. You repainted the bumpers again, six months later the paint started doing the same thing as it did previously. Your company, per ** (Service Manager at CarMax Boyton Beach) refused to take responsibility for the work and craftsmanship of the body shops undeniable poor craftsmanship and paint work done. I had my vehicle towed in November of 2014 to Boyton Beach to have new tires put on, ** would not allow to put any other tires but run flat tires, after I had advised him I was having my car towed due to flat tire. It wasn't until I called your office that I was assisted by CarMax Boyton Beach.

In January of 2015, I have my vehicle serviced by CarMax Boyton Beach again, where a problem which I had the car in to be serviced several times over the course of 2014 and portion of 2013, a sputtering in the engine, which was said to be fixed by replacing ignition coils. The same problem existed again, I advise the service representative **, to check my spark plugs, and do a diagnostic of the vehicle because I did not want the car back until it was running correctly. This was supposed to be performed back in November of 2014. I also had the bumpers which your company painted twice already, painted again, except I was being charged the work this time, which I am extremely unhappy about. I am trying to sell the vehicle and get it running right. When I picked up the vehicle, no later than hour after I picked it up the sputtering in the engine was still present, as well as damage to the body of the vehicle.

There was a large indention of the hood my car, and the rear BMW emblem was complete destroyed. The body shop that you took my car to had striped the emblem of the color, leaving as a silver circle with no color to it. Additionally there was over spray on my fog lights and areas that were not sanded properly or painted correctly. I called the service department the same day I picked up the car, and spoke to service receptionist **. I advise her that if ** did not call me by the end of the day I was going to stop payment on the check I just wrote to CarMax for work done.

No one called me back from CarMax that day or any other day thereafter. It wasn't till two weeks later I received a call from you collections office stating I owed $758 for work done on the vehicle. I stated why I stopped payment on the check and the negligence on CarMax, the arrogance, and horrible customer service by the service department, and the fact the vehicle was still not running right or fixed properly is why. Your corporate office showed no interest to assist in resolving the work not performed by the branch.

No later than a month later from having the car in service department at CarMax, I was driving my vehicle on weekend, and it was the first bit of ran we had during the winter. We had a massive storm and heavy rains, this rain while I was driving the vehicle was leaking inside the cabin of the vehicle from center counsel and behind dashboard on the floor. I have over 2 inches of rain water on my floor and took two days to dry up. I then informed your company of this issue, and you advised me until the bill that you claim I owed is paid, you would not assist me in this issue, even though the windshield was clearly leaking water into my car, and had now caused damage to the cars air conditioning system. I then took the car to Braman BMW in West Palm Beach to diagnosis where the water was coming from and the issues with the engine and why is was still sputtering, which your company claimed they had fixed.

I spent $789 at BMW, and was out of work two days for this issue, which ended up costing me another additional lost wages of $260 in lost wages. BMW when doing a mechanical diagnosis of the car, that the spark plugs had never been changed, and caused issues with starter you had me replace a year back, plus the two visits for ignition coils as well. Additionally, they determined as well, that the windshield that was smashed by your CarMax Boynton Beach was improperly installed and caused damage to carrel and they could not fix or even touch this problem. I then contact my insurance company USAA AUTO insurance and submitted claim to them to fix this issue. I was then advised to take the car to European Paint and Body by both Braman and USAA claim adjuster.

After taking apart the carrel, and windshield, the body shop owner and insurance adjustor deemed this was a faulty installation of the windshield. The windshield when installed did not put in a seal between the windshield and the firewall was never put back in. This is a factory seal that cost about $10 that was not put back in when the windshield was replaced, which cause a huge gap between the windshield and the firewall, and instead or putting the proper FACTORY seal back in, CarMax Boynton Beach put a urethane sealant on the windshield and filled the gap.

The urethane held up for two years, but urethane do not last under extreme heats and will not hold up for a long time. Since the engine is located near the windshield the heat from engine melted this sealant which was never supposed to be used in the first place. This was an intentional, unprofessional, and negligent job performed by your company, who smashed my cars windshield, and then performed a piss poor job to save time and money. A $10 piece of plastic now cost me in excess of $589 at the body shop and $789 at BMW dealership, loss of work, and the simple aggravation of dealing with incompetent service department at CarMax. Who not only failed to recognize their mistake, but covered it up and is taking no responsibility for the problems they have caused me.

Moving forward, I had my insurance claims adjustor **, mail you pictures, and detailed summary of his findings. Since this leak was caused by your company, my insurance company will not honor my insurance claim and I am out of pocket on all these additionally charges, plus a vehicle that has more mechanical work needed to be done to it, which your service department failed to look over, additional physical damage to my car your body shop that was worked on in January. I am now offering a fair a soluble solution at this point to rectify and honorably take responsibility for your branches incompetence and failure to run a safe, dignified, and professional automotive service center, on top of dealership being responsible for the work performed, or in the case not performed. As you see below the charges:

Amount owed to CarMax for work performed in last in January -$753.00. (The bill for January's work). Diagnostic work to determine mechanical issues with sputtering of engine and determining water/windshield damage extent with Braman BWM $789.00. Loss of work to because of this problem: $260.00. Damage to my vehicle hood when it was service with CarMax in January, and my rear BMW emblem is: $1,752.00. Cost to fix improper installation of windshield and ac unit $589.00. Cost of rental car while car was in body shop: $82.00. TOTAL COST INCURRED MINUS WHAT IS OWED IS: $2,719.00. Or buy back the car for it is owed on it and sell me a new car at same value.

With all this being said, I am demanding that this be resolved in a civil and timely manner. My request is more than fair, in light of how your company has not only handled this entire situation but, the type of work your company is conducting on vehicles you sell and the reputation your are creating. This is worst case of automotive negligent and craftsmanship I have ever encountered, as well as, the worst kind of customer service and treatment of a U.S. Veteran. I demand repayment of this amount within in 10 business days of receiving and reviewing my letter and evidence.

The evidence is clear and demonstrative of what kind of branch that represents your company. I find it highly disrespectful that a company that sells cars to the general public and prides itself in taking care of its military veterans as you claim you do to be treated as poorly as I have. The CarMax experience has been the worst automotive business transaction I have dealt with in my 20 years of owning a vehicle. If this issue is not resolved in timely and reconciliatory way, I will have no choice to take this further but to seek legal representation and take this to small claim court.

This is a letter I wrote to CarMax Customer Relations Corporate Team, and was told that Carmax was taking no liability for issue or was not going to help fix or pay for damages to vehicle they cause when servicing to the car they damaged. Additionally Carmax sells bumper to bumper warranties because they have unlimited coverage insurance on the warranties, plus they tax and are paid interest by the finance company and pay for the insurance policy through the deductibles the warranty warrants.

I called my salesperson the next morning and told her my concerns. I took it to the nearest Carmax location by my house. They could not identify the problem. They told me that I needed to come out that afternoon and drive with the mechanic to identify the problem. I did that and they said they would get a different Murano from another location to compare. The next day I was told that the mechanic I rode with was out sick today and tomorrow and a different mechanic drove the vehicle and felt nothing wrong with it. They said my options were to send the car to Nissan to be checked, they could transfer another Murano from a different store to test drive and compare or we could accept nothing was wrong and pick it up. I choose option 4.... I picked it up from the Mid Rivers store and returned it the location I bought it from..

I was told by the business office that they would return my money in three weeks. I had given then a check from my bank that we had financed plus a personal check for almost $7K. I asked how I could possibly go buy another car when they were holding my money for 3 weeks. I told them that's not the policy we were given. It also does not state that in writing in the contract. There is absolutely no mention about the length of time in which they will refund the money. When I got mad and said that I would just take the car until I received the refund because there was no way I could buy another until I received the money back, I was told by the business office manager to go ahead and they would have it repossessed. Of course the checks were cashed, they do not hold the checks and my personal check cleared the bank the date of purchase. Their business practices are deceiving and fraudulent.

In preliminary discussion when they are trying to sell me their financing that was at high interest rate, I had told them that first I plan to pay cash and then depending on interest rate offered by competing institution, I will arrange my own financing and I threw couple of names and FairWind being one of them. Somehow, either salesman or credit person must have entered them as lien holder. When I brought the check, it was two dollar short to reflect that there is no lien holder. The check clearly showed that I am the remitter. If you had borrowed the money, the bank will make out a check directly to the dealer coming from them. This was not the case. I was told that this is the best $24.00 you will ever spent for CarMax doing the title work and I should get that within two weeks.

Two weeks passed by and no word on title. So, I went on motor vehicle bureau website and found to my disgust and horror that they still owned the title but had placed FairWind as a lien holder. This almost tantamount to violating Florida sunshine and lemon law. I called them number of times starting with their business office and salesman, they started giving evasive answers. I asked to speak to general manager, he will not even pick up the phone. I had to do my own by going to my bank to get the lien removed. Now, the girl from CarMax after one week of hassle, left a message telling me that it will take another week to get a title from them.

Ladies and gentleman, be aware of these crooks. They will do anything to sell their cars. Please take enough time to check the paperwork. They never issued the bill of sale to me. Do the title work yourself. Get a clear title from them before you pay them. They may appear reasonable but when they refuse to pick up your phone, they are covering up their mistakes. Once they get their monies, they are gone and you will never get any help.

The car was not ready by 6, I was sent home with a loaner, after two tries - the first one had a heavy smoker smell. The next day - was told that the car was ready, went to pick it up and was told that the wheels had not been rebalanced because the mechanic could not reproduce the problem. When asked whether the balance was checked on a machine I was told no. The mechanic could not feel the vibration.

At this point it was a mess, and I was mad - my time had been wasted, my schedule disrupted and the problems were not addressed. The service manager wasn't there, so spoke to the general manager. Nothing other than excuses and apologies. Found out on the way home that the wiring sub harness had not been replaced. I will be addressing the issues myself and billing Carmax. Any manager worth a darn would have hustled that car back into the shop and put all 4 wheels onto the balancing machine and made any adjustments necessary while all of the discussion was going on. I initially asked for that and was told "No". Who does Service serve there?

I called and spoke to **. What a nice human being. Very easy to work with. No pressure. I asked him about the qualifications of applying for credit; and what the chances were for being approved. He said that quite a few people get approved with marginal and average credit. I am average at this point. Not great, but not bad. I agreed to let him run my credit. I also said I would be putting down $4k. I was approved; and at a great interest rate! That was on a Friday. I made arrangements to come see the cars on Tuesday. I asked him to transfer the car from Buena Park to his dealership so I could test drive both. Tuesday, ** came and picked me up and we spent several hours test driving both cars. I also went through a checklist I brought from the DMV on what to check for. I also asked for a copy of their 126 point inspection report to see what they fixed on the cars.

I ended up getting the car that was transferred from Buena Park as it had less miles and much sleeker looking. I passed on the maxcare coverage as too many people are unsatisfied with it. Also, I have a relative who will do my repairs. But I'm not expecting any anytime soon. ** filled the gas tank up, handed me both keys. I even gave him a hug as I appreciated his professionalism and genuine care for the customer. As you can imagine, yes, I highly recommend Carmax in Burbank. Ask for **!

CarMax replaced them under their 30-day warranty. In the middle of March, however, after the warranty had expired, we had our first occasion to turn on the AC. It didn't work because the compressor was bad. I wrote my first review (negative) because, at that point, CarMax had refused to cover the repair because we were out of warranty.

This morning, March 31, 2015, my wife and I went to CarMax to try again. We spoke to the person who was our service consultant for the first repair. We told our story about the AC compressor, which she relayed to her service manager. He immediately sent her back to us to tell us that CarMax would cover the repair.

CarMax has come through for us, and we appreciate it! It is only fair to share the good when we shared the bad.

Original Review: March 28, 2015

On January 3, 2015, we bought a 2011 Nissan Sentra from CarMax in Schaumburg, IL. They made a point of telling us about their 125-point inspection of every used car they sell. We put our trust in that. While driving the Sentra home, we heard a growling noise at speeds between 40 and 50 mph. It turned out to be bad front wheel bearings. To their credit, CarMax replaced the faulty bearings without cost to us.

In late March, we discovered on the first warm day of the year that the Sentra's AC did not work. Since the 30-day warranty had ended, and thinking we just needed refrigerant, we took it to our local mechanic. He informed us that the AC compressor was bad and would require a roughly $800 repair. Given the very short time we had owned the vehicle, he advised us to contact CarMax to see if they would help us. CarMax would not help us, citing the fact that we were out of warranty.

Here is our position. We no longer trust the 125-point CarMax inspection process. We know it missed the very obvious wheel bearing issue, and we believe it missed a bad AC compressor, too. We believe we should be given the benefit of the doubt. To this date, we have only put about 1,600 miles on the car, virtually all of them in the dead of a very cold winter during which we were definitely not using the AC. We do not believe the compressor broke down after we acquired the vehicle. We believe it was already bad and, like the faulty wheel bearings, was simply missed during CarMax's inspection. To say the least, we are disappointed in CarMax's response to our concern.

I waited almost one week and never received a call. I had to contact customer relations myself and got nothing but aggressive grief and my complaint was never even filed in their notes! Customer support even had the audacity to tell me it is "standard" to sell tires regardless of age, if they have low mileage. There are hundreds of fatalities a year due to blown out tires. I write this to seek justice from CarMax's deceptive business practices (which 11 consumer groups have already requested the Federal Trade Commission to investigate) since they advertise a "quality inspection guarantee" and to learn if selling unsafe tires in the state of California is illegal.

First problem: I brought the car in March 12th. They replaced the sensors March 13th. For some reason they were not the right sensor because the warning light wouldn't come off. 2nd problem: I didn't get my car back until March 17th. After picking up the car the sensor light came on immediately. Very frustrating. 3rd problem: 10 minutes after the light came on I had a complete blowout from my back right tire.

4th problem: I called Carmax service and couldn't speak with **, was transferred to a "Manager" ** who only apologized for the inconvenience and asked for me to bring the car in for them to check it out AGAIN. Carmax/** apologies are not good enough in this case. When you are driving 70 mph on the freeway and have a blowout I'm sure the last thing you want to hear is some lame apology. How about a credit of some type for all the hassle? At the end of the day it wasn't much money, but for some who might be living paycheck to paycheck it could be a huge blow to their budget. This is the reason for the review. Be cautious and good luck. I bought my Infinity from Carmax. It has been a great car, but due to this incident I will no longer be a Carmax customer. Sorry to ** - you had the car transferred from Rivergate. If you do decide to purchase a car ask for him. Again ** in service was a pleasure to work with.

Furthermore, they performed a "car wash" if you could even call it that... the car looked worse than it did before it was "washed". They use the old-fashioned gas station car washes that have brushes that spin around and wash your car... but the spinning brushes were NEVER cleaned or replaced. I had to schedule an appointment a week later for the remaining service as we had to wait for parts for the other repairs. During that week, the hard start continued. Fast forward to when I take it in for the remaining repairs, and I advised them I needed the hard start looked at as it was still happening. Well guess what?! It was now past the 30 days so they won't fix it, they can't do it themself so I'm on my own on that one. Even though the issue was addressed during the 30 day window and they assured me it was fixed- but it wasn't.

This time, since the absolutely TERRIBLE car wash last time, I spoke to ** in service and specifically said NUMEROUS times to NOT wash the car. Lo and behold, they washed it again, after I was ASSURED it would not be washed. Her exact words were "Don't worry I put it on there with a ton of exclamation points after." Furthermore, I put it in BOLD on the night drop ticket. Guess what? I now have scratches running the length of my BMW.

Great job Carmax! Nothing like a one month old car you just bought having scratches running the length of the car, thanks to your horrid car wash. Let me tell you just how sketchy they are. Every time you leave your car at their night drop and you write out the night drop ticket, they staple it to your service order receipt when you pick the car up- every time. This time, the time I write in BOLD to not wash the car, they conveniently left it out of the service order. HMMM... wonder how/why that happened. Looks like I will now have to fight them for paint correction to be done on the car, or live with a permanently ruined paint job.

Think that's all? Guess again folks! After inspecting my tires a little closer recently, they are ALL dry rotted out. It's a safety hazard. Any long drive is going to result in a blowout. According to them they can't see it. We literally POINTED out to their face the dry rotting, and they still claimed it wasn't there and claimed it was not an issue. Spoke to a tire company and they confirmed a dry-rotting tire is NOT safe to drive on. Icing on the cake: I work long hours so had my father pick up the car both times from them. Not ONCE was I contacted to see if someone else was authorized to pick up the vehicle. It's not very comforting knowing ANYONE can pick up your car.

I raised holy hell cause they said she didn't pay her deductible, well how did she take her car home if she didn't. Talking 'bout she had to pay for diagnostic check among other things, wth. I never seen a company that would rip off people, try to better themselves, then the automotive repair manager refunded her 250 and told her to take to a Chevy dealership after they voided the warranty. I called the General manager and he told me he didn't wanna hear all that, I said "Cool. Speak with my lawyer." And he said, "Contact our Carmax Legal Dept." And hung up the phone.

Instead CarMax tells me I can't have the car after just getting ready to pay just over $13,000 CASH On a $12,995 Vehicle. They can't handle taking care of the erroneous Lien so I can have a car with a working air conditioner so my Service Dog does not DIE from the hot sun shining on her while we are driving. Instead, I am left with no air conditioner as a very hot and early heat wave is about to hit San Bernardino and I have to try to find another car. I will be trapped at a motel, losing more and more of my money. I won't be able to buy any car soon. What the hell is the matter with CarMax? Thanks for your con... From a very worried, afraid, Service Dog Owner.

Me on my head "wow, OK can you show me where you have your pickup and SUVs?" "Back, side row." "OK thanks" "yep me again. So price Is firm?" "Yep." "OK." As we look me and the wife add another $5000 k to budget since price is firm and it includes everything. Me, I'm looking at pickup. Wife and boy SUVs. They found one before I did. They honestly fell for it.

OK I really like to a GMC YUKON DENALI 2007 at $21,998.00 with down. We should owe $8,000 grand since price includes everything. I'll pay in less than 2 years. "OK let's go inside." It takes about 45min for them to see us. "It's late, lets go home," my 2 boys when 2 workers "hi guys ready?" "Yeah." "OK let's go talk." First they gave us price for both cars 96 subaru at $300.00 and Nissan 93 pickup $700.00. Wow really. OK total of $1k and $13,000.00 cash. I want to for the SUV. "Wow that's a lot of money from workers. I only want to owe $7 $8 k." "OK well truck is at $21998.00 and total down of $14 k, you will owe $9k +."

Me and my wife just look at each other. "OK" in my head "maybe they charge for paper work." We don't say anything. "OK cool." 1st price change $1,500+. As we are counting the $13 k cash 5 min later "OK guys this is your grand total." Me "wait, what $12,000.00+? Why, for what? You guys said price is firm and doesn't go higher?" "Yeah but it's to cover your truck for 5 years." Me "well it does have 99,000 miles." I'm mad. "OK I'll take it, no more changes." "Nope that's it, let's go sign papers and get you out of here." "OK."

He doesn't show us anything, takes us 2nd price of $2,900.00+ to Lady to finish up. 1 hour 45 min with them. OK lady takes about 30 min to start helping us so my wife signing papers and all. OK last paper-- 20 min later "OK last paper." "OK guys this for interest." "Wait, what the... you said no more price changes." "I did." "I don't know guys that helped us first. Wow, no I'm done. Kids let's go home and sleep."

My head in circles and really mad at this point the two workers that helped "1st we put your trades in the back already $3,000.00+." 3rd price change. "Wow fine, hurry up." I walk outside, have a smoke come back in. Said "OK this is your total $15,500.00+." Wow OK still took their SUV grand total of SUV was $29,998.98 with down payment. I'm mad this whole time. We go home, kids love it and wife. Me, I was thinking in my head "wow 8 years, it took me to save that. Gone in couple is hours. Ah it was worth it." At least that's what I thought.

3 weeks later we get the papers for DMV as my wife is getting license plates. She notes different price on DMV paper at $22,140.00. So we call dealer "so you guys gave us the truck at $22k+ after all ha." "Ahhh no." "OK so how much do we owe again?" "You 72 payments at $240.05." "Wait that's not what we sign for --total of $17,000+." "At this point you have to pay a total of $31k to $33 k." Me "what is going on?" So another $2,000+ add for what?

I send them a message "I feel if you guy ** us over, make us an appointment for Monday." My wife gets a call "your boyfriend is not allowed in my store. My worker feel threatened by him." Me "fine I respect that but for saying the F word, OK." So we went today. I was across the street. "We don't like what you did to us." My wife is talking to manager on her own. I have no idea what's going on in there. Me "tell them we don't want their truck. It's dumb, how that work here. So get both cars and our money back." "Sorry we sold the cars." "Wow." "We can only give you $2500.00." What, I'm about to blow up. "Ahh no, all the money." 40 min "OK we can only give you $11k." "Wow you are charging us $1k per week." "That's all I can do."

We have till Wednesday of this week so please give me some advice. What can I do? We let them know to fix the closing cost. Can I file lawsuit? I'm sorry it's so long. Thanks everyone. Just remember before going to CARMAX, the worst EVER.

A week to two weeks after they were back on. I told the tire kingdom mechanic I thought I had a leak, and he saw where the fluid was coming from. I was told it would be around 400 to repair. My issue is CarMax advertise a full inspection on all their certified pre-owned vehicles, so why is my vehicle having so many issues in less than six months of me owning it? On top of that the CarMax manager is telling me that it may have just happened. I believe it has always been the issue and their faulty inspection could have killed me.

I took my car into the Ford dealership for the recall notices I received and asked them to look at it. They informed there was a missing bolt that had caused the suspension system to be severely damaged. They called my extended warranty company who came out and did an investigation and determined that they would not be covering the damage because someone had worked on the car and not replaced the bolt. They informed me that by no other means could the bolt have gone missing. I then called Carmax and spoke to a manager who had my car towed to them to look at. They decided that they would not have had to touch that bolt when they did the work on my car but offered me a discount rate to fix it.

I called corporate to complain because the findings of Carmax did not match the findings of my warranty company. After some haggle with corporate I was informed that Carmax would no longer be working on my car and they wanted it towed somewhere else for repair. During this process I pulled the Carfax myself because a week of asking for it from Carmax I had still not received it. I discovered that my car was in 2 wrecks both on the right front however the NC 181 form I (apparently) signed says that there was no damage above 25%.

My car is now at another shop and now a 3rd unbiased opinion of what has happened to my car. They have corroborated the findings of my extended warranty company stating that by no other means could this missing bolt of have gone missing unless it was not replaced or not replaced properly. There is rust inside the bolt hole suggesting that the bolt had been missing for quite sometime. The only people that have worked on my car since its purchase was Carmax. They are refusing to take any responsibility or help in this situation. I am frustrated, angry and feel like I was tricked into a car that will give me nothing but problems the entire time I own it.

So when the car arrived the salesperson called and I went to look at the car and it was damaged. All four rims were severely scratched and two tires had large gashes in the side walls and there were scratches on the car. It appeared the car had been dropped during transfer but no way to tell. They said they had a guy coming to try to repair the rims and they would replace the tires and call me tomorrow. I called the next day after they said they would call and never did to get an update and they could not tell me anything except they were working on it. I waited for a call the next day and never got one. I called them on the third day of repairs and they still had no update so I told them I did not want the car and asked for a refund of my $449. The salesman said “let me ask my manager” and came back on the phone and said “they said they will refund your money since it was their fault” and it would be back on my credit card 7-14 days.

I still have not received the refund so I called CarMax and the Corporate office and they said they have nothing in their system of a refund so they cannot issue me one. However, they have notes in their system of everything else. How convenient is that. As a customer I worked with the sales associate as I am suppose to but they told me I should have went around the sales associate to a manager and got something in writing or made sure they put it in their system. How is a customer to know that? Bottom line it research and read reviews and DO NOT DO BUSINESS WITH CARMAX!!!! They did not deliver the product as ordered and they stole $449.

In October of 2014, the alternator went out on the car and because I had max care (Warranty) on motor parts, Carmax in the White Marsh Maryland Area towed the car and fixed the alternator (took about 8 days for that). While they had the car I asked them also, if they could check my braking system because something was going on and I could not put my finger on it. But the brake light is continuously coming on and the car sounds like the rotors are scrubbing when going down hills. They informed me again that they had checked the brakes but found nothing wrong. At that time I called Customer Relations, I informed them of the situation I had been having since May of 2014 with the brakes and the stores checking them, but finding nothing wrong. So Customer Relations called the store, which in turn contacted me and assured me the car was safe.

In between these calls, I received a call from one of the service guys that was working on my car and he said that I needed brakes but they were not covered under my warranty and that I would have to pay for them. I informed Chris, the service Manager, of this and I let him listen to the message that was left on my phone. Now this is all the message said but somehow Chris told me that is not what the service guy meant to say. So I informed Customer Relations that I would not be taking that car back because I have a 22 year old daughter that drives that car and I was not going to deal with an unsafe car. Chris called me in to the store, and sent me to the back with one of his service guys to show me what they look at when checking the brakes and said once again the brakes were fine.

We also talked about the brake light continuously coming on, he said they checked the memory and found no readings of the brake light ever coming on. So I took the car back once again, because I can't just go randomly buy cars and I had to get to work. In December of 2014, I called Customer Relations once again and no one returned my call. Customer Relations V.A., no help at all.

In February 2015, I decided to take the car to an outside mechanic to have the brakes, I was informed by him that I needed front and back brakes and that I also needed to have my rotors turned. I paid to have the work done on the front because it sounded the worse. $120.00 for brakes, $58.00 for labor, $68.00 for each front rotor to be turned.

Since I had the work done, the brake light has not been on once and the brakes are very firm at stopping. I did not have back brakes work done as of yet. I contacted Carmax once again and informed them that I would like to be reimbursed for the money that I had to spend. After conversing back and forth with Customer Relations and Chris (service manager) for about 3/4 days, I was informed that Carmax would not be participating in reimbursing me of any money that I had spent out. Their reasoning was: At 60,000 miles, it is normal to need brakes.

Well how about since I purchased the car in May 2014 I had been calling Carmax about brake issues, how about when Carmax in White Marsh had the car, the service department said the car needed brakes, but that some how got covered up. And if I am understanding correctly, had the brake issue been addressed early on, the rotors on the car probably would not had needed to be turned.

I was going to just give it to Jesus and let it go. But after reading some of these reviews, I decided to be another voice. Carmax is suppose to be this stand up company with great Customer Service, well that goes right out the window. Some of the things people are addressing are minor things. My point is, Carmax needs to understand that people work hard for their money and purchasing a car is a major purchase. If you are spending over $10,000.00 on a vehicle, these minor issues should be addressed before I, as a consumer, ever step foot on their lot. I understand you can't always find motor issues right away on used cars, but things like brakes, tires, etc. Come on now, that should not be a first issue. Carmax is not a buy here pay here, they are a big company with a big name, so they should act like.

So, we go for the test drive which took forever because he could never get his Card to work to let us out of the lot. When we got back inside to go through the financing, etc. that’s when things took a turn for the worst. He acted like we were trailer park trash and were beneath him. After getting my wife’s income (the loan was going to be in her name) he talked about how he owned a business and has over 1.5 million in his bank account (I looked at my wife and she at me and we both thought, Why are you here then?) he got her paper work (income, etc.) and said I need to speak with my sales manager. As he walked out my wife could hear them talking and she said that he told the guy that we were trying to pull some B.S. He then came back in and submitted our stuff for the financing. He then left out again claiming he needed to use the restroom. We watched him go over to the sales manager during this time and talk and chuckle.

He then came back and hit the next button on the screen and lo and behold we were denied by everyone.... Which I found odd. Here is why, I work for a small finance company and was able to pull my wife’s credit the day before and she had a 675 FICO, 667 Equifax/Auto Score and the income was there as well. I was approved for the Fusion three years ago with a 550 score so i knew something was up. I asked to speak to his manager and he refused. He gave me his card and said "good luck trying to get something if you can." We were furious! We stayed a little longer as we went to the front desk asking to see a manager and our sales rep said "see you all next week" to his co-workers. It then became apparent that he was ready to go home and didn't want to help anyone. I never got to speak to a manager and we left. I still think that he told someone to deny us for the vehicle.

I went on Wed. to a local dealer in our hometown and purchased a vehicle instead... oh yeah and got approved easily! Again, I used to send people to carmax because I loved how we were treated three years ago but I can’t do that anymore. Terrible, terrible, service.

Ok, it had miles of approx 152,000 miles and a few issues to be repaired. On their website was the same model car and one year newer, with 112,000 miles and sales price of $9,995.00. Ours had more equipment and the dealership offered us $1,200.00 for the trade. Just much lower than we expected. We live almost three hours away and we're not really wanting to take the older trade back home with us, so we "gave away" our trade-in.

Following this, it took 2.5 more hours to write up the paper work. The dealer was not really all that busy. When we finally picked up our purchased vehicle, it was dirty... spots on the seats... not well detailed, but it was getting late and we wanted to hit the road for the long drive home. Overall, could probably have gotten a brand new vehicle for around the same price after the year old models in stock are discounted to sell and to get ready for current year vehicles.

This was a seriously disturbing event to know that I have a document that will never allow me to 'own' this vehicle even when it is paid in full without having to locate this person again to sign a title so sell the car. I have suffered indignities not only by the ex-husband but by Carmax. I went there to finally be free from the ex-husband. I was willing to pay the difference of $2200 of my money with their offer to not have to look at that reminder another day in my life.

How can an automobile dealer state that the laws of NC and NCDMV do not count and that the document I have NCDMV MVR#63 legally executed by NC licensed attorneys and Judge with a notarial seal stating my ex-husband gave me power of attorney to legally sign in his place to sell, trade or license that vehicle. How is that not legal in the State of North Carolina? How is an automobile dealership permitted to circumvent the laws of North Carolina and the NC DMV laws regarding licensing, title.

I am so upset at being treated this way by an automobile dealership who stated to my face that document is not good enough for their policies. Yet they were prepared to receive a vehicle that they'd make a $10k profit. They stated the POA was good enough to start the process, but ex-husband would have to come to the dealership once the title was in Carmax's hands and sign once again releasing the title. There is a serious problem here if a State law and State DMV document is not valid evidence that my ex-husband surrendered all rights to the vehicle as mandated by a judge in signing the NCDMV#63 Power of Attorney form.

A day later I received a call from the same person stating that other people online and in store were interested in purchasing this vehicle and it was because the price had dropped and that's probably why I jumped at it. I asked when the price dropped and how much as I had been stalking this vehicle for over a month and had alerts set up and never received this 'price drop'. My question was avoided and I was told that someone had made an offer and it was no longer available for me to purchase.

3 days into this process I contacted another salesperson and did another credit application for a vehicle at another location in Houston, TX to have transferred for a fee of $799.00. Everything was set up and my credit cards were charged the $799.00 transfer fee. 4 days into the process I receive a call from a manager stating there was a "technical glitch" on their end, that my credit card was refunded but takes 5 days to go through and then had the nerve to ask for another $799.00 payment another way, after I told him that there wasn't and because of this "technical difficulty" in that 5-day period of refunding me that the vehicle could sell to someone else.

The manager then told me that even with paying the transfer fee, that if someone saw it on the lot when it arrived and wanted to buy it that the transfer fee of $799.00 is non-refundable and I'm out that money. He then tells me that even if a deposit is made toward a down payment for a vehicle that it still cannot be held for me and I can be credited for another vehicle they may have there (which not too many, if at all would fit 6-8 persons). After speaking with the manager I called the sales associate I talked to about this one and left a voicemail and emailed him. I never received an email back and it took 2 days for anyone in the office to call me back.

Day 5 I started to purchase a vehicle at a local dealership and hit a snag with the bank. Carmax screwed me because of them using Capital One Auto to Finance. My local dealership could not use Capital One Auto which made my APR go from 11.7% up to 17.9% with the next best financial institute. I'm not pleased with Carmax. I'm happy I did not go further with them after all the bad signs. I'm writing this to warn others and I will be contacting the Attorney General as a result of my experience.

My husband and I arrived and the car was visibly dirty. It was late evening. We tried to look it over but it was getting dark. I complained and the sales rep said they would have it washed and detailed. I hadn't yet received my bank check so they held the car for 2 days. When I went back to pick up my car it still looked dirty. There was a bad scratch on the bumper that they tried to buff out but couldn't. The hood was cover in some sort of dark stains that they tried to hide with touch up paint but the paint didn't even match the color of the vehicle. There was also visible stains inside on the leather. I saw all of this as we looked it over and I had my check in hand. I told the sales rep and the manager that I was going to have to have the car repainted, which they agreed with.

The price of the car was $26,000. Nissan would have to repaint it because it's a custom color of theirs very hard to match. I told them I would still take the car if they would take the price down some to make up for the expenses they acknowledged I was going to have to fork out. They refused. I took off work to go get this car. My husband took off work as well costing us a loss of roughly $1500.. I am furious that the vehicle's condition was misrepresented to me. I am angry at the loss of revenue my family took today for nothing. Carmax thought I would buy that car full price in crap condition. They were wrong. I took my check for $26,000 and left. They won't get a dime of my money .

We took it back. So far we are waiting on our refund...we shall do business elsewhere. This place is barely better than a Buy-Here, Pay-Here. We have the feeling that it was something they knew about. The salesperson let it slip that the car was involved in a "minor road debris accident". The stated reason for our return on the return slip was car performance issues...not true. The car had been hit hard by something and sold at a premium price.

I immediately returned to the CarMax Business Office as the Service Center was closed and presented the issue that was discovered by the Nissan Dealership. I requested something in writing to document that I presented the issue to CarMax prior to the end of the 30 day limited warranty. The associate stated that she could not give me anything in writing. I requested a manager. She returned and stated that the manager could not give me anything in writing either and she handed me his business card. I asked to speak with the manager.

The Location General Manager stated that he does not put anything in writing because then it becomes a legal document. He stated that I would have to take his word as the manager. He also stated that the service invoice that I presented has been emailed to the Service Manager. He asked, "When did the issue began?" I stated that, "I just left the dealership."

He stated, “Now what was the issue that caused you to go to the dealership.” I stated that, “I was completing the regular scheduled maintenance.” He stated, “So you get your tires rotated and balanced every 30 days.” I said, “No, I was completing recommended maintenance.” He stated “Nissan does not require a rotation and balance at this interval.” I stated, “Yes it does.”

He asked, “When you bought the vehicle?” I stated, “On 17 October 2014.” He stated, “Oh, well you have passed the period for a refund, but you are within the 30 day limited warranty period and we will honor that.” He also stated that I would need to call back on Monday and speak with the Service Manager. On 29 December 2014, I appeared for a appointment that was scheduled by Carmax Service.

The Service Advisor at Carmax stated that the bent rims are within Carmax standards so Carmax won’t be replacing them. He stated that if I send him a picture that they can order the rims at my expense. I declined. On 13 December 2015 I purchased tire for my vehicle at the Nissan Dealership due to the current tires reaching their wear life. After installation I noticed significant vibrations at highway speeds. I returned to the dealership and another balance was performed. The problem still exist. I contacted Carmax Service and the same advisor stated that the rims are within Carmax standards so they won't be replaced.

My first experience with Carmax in buying these cars was great. But as far as service is concerned they are very bad in backing their cars up. I will not buy from them again. And advise everyone to stay away from them.

Of course our insurance company paid for all but $1300. 1 month later CarMax called to tell us we were late on our payment. We explained to them the events that had taken place and they acted like no one called them. 3 months after the insurance had cut them a check they called to tell us that we owed $2100. We asked them how that could be when we only owed $1300 and the gap insurance was suppose to cover it. They checked their computers and said supposedly it was being taken care of. Not 1 month later the debt was sold off to another company and now 2 years later they are taking us to court.

The next day Ford called with BAD news! My ENTIRE electrical system was shot and needed replaced... That has caused EVERY one of my prior troubles with this vehicle from hood light coming on... door chime sounding like a cart being pushed over gravel... stalling on top of a hill in my neighborhood... the transmission making my car JUMP into the curb at 5 miles an hour after almost stalling!!! $500 worth of damage. Ford kept telling me it's just a new type of transmission. "Ma'am, it will take time to get used to it"!!! More than Mad in Georgia!!!

The Lexus dealership states Lexus even has internal memos stating the rear strut mounts make noise. CarMax warranty group says they are shocks not struts. The initial $5000.00 in control arm work is related to the strut issue because they are connected. The gist is it is easy to sell a warranty saying you stand behind a product, but easy to deny claims when prompted, saying you have no pull with the warranty company because the companies are not related. Shame on me for buying from CarMax. Beware!!!

So I contacted CarMax and was told "I should have bought an extended warranty"....That's sad! CarMax has a 125 point checklist which I was told by Darren at CarMax, "since your vehicle had high mileage we don't check that." "Well I know that because I had to bring it in so you could replace spark plugs and wiring due to shorting out and a damaged pigtail"...So I guess next step is back to GMC dealership to have them check transmission that CarMax says is fine too. BBB and small claims here I come, very sad that we always said CarMax was the only place we were going to buy cars.....Larry from customer care called back today and said manager will do nothing....

I then attempted to schedule an appointment with Carmax within the "30-day guarantee" and they weren't able to accommodate me. I sent 2 emails, and called multiple times speaking to several "Managers" who would not assist in getting me an appointment or recognizing the lie that my salesman Armando told me. Brake light, service engine soon light, transmission issues, you name it my car has it! NOT A SINGLE PERSON has been able to return my calls. I have spoken to various "Managers" with the promise of a call back and NOONE has done so.

I contacted Carmax on December 21st, 4 days before my 30-days was up (that's when my car began showing signs of damage). Today is now January 19th, and yet no one is able to assist me. I have visited the store twice and both times the front desk has assured me that the manager would contact me...again, a lie.

I am done with CarMax and highly recommend others stay away from them as well. They have sacrificed service for volume and it certainly shows. I just spoke to my brother who also bought from CarMax. His wife lost their key fob. They got the spare out only to learn it doesn't fit their car....not even the emergency key was correct. He went to CarMax and they basically told him they would not replace the key...until he got forceful, pointed out it was the key they sold with the car and they would indeed make it right. It has yet to be resolved.

We looked at the 2013 Fusion at CarMax of Hickory NC. The sticker on the vehicle proudly displayed 47 Highway and 47 City!! The two sales reps I was working with worked this angle hard knowing my profession and how much the decreased carbon footprint meant to me. Without hesitation we purchased the Fusion with great excitement. After about 5 days I became very concerned, the Fusion was only getting 36-37 MPG at best! I took the car to our local Ford Dealership in Hickory NC to be sure there wasn't something we were missing in regards to the MPG. They checked the car over thoroughly and nothing was wrong.

We contacted ** (Sales Manager) and relayed our concerns. This is not what we purchased. We also explained to ** that online there are numerous articles in regards to Ford having to recant the MPG on this vehicle to 37 MPG?? So why CarMax would try and sell a vehicle under these false presumptions?? The Ford was more expensive than any other vehicle we were looking at; however we justified the higher payment by the increased MPG obviously. We were extremely disappointed that the Ford didn't perform as advertised by CarMax. We still wanted the vehicle but couldn't justify the payment increase. CarMax basically said they would put us in another vehicle and could not lower the price of the vehicle and furthermore had no explanation as to why they advertised the vehicle as 47/47.

We brought the Fusion back and started looking at Altimas. The Altimas had the second best seating for people with bad lower backs according to what we had read online. We finally saw a 2012 SL that had most of what we were looking for except a touchscreen/Navigation unit. The sales rep explained that "Don't worry; we can install exactly what you need!" We went inside and looked at an Advent in dash Navigation unit. The rep explained that this would completely sync with the 2012 Altima, I had my reservations so I confirmed with the rep that the unit would sync with all the controls inside the car including the steering wheel controls and he said "yes, it says so right here," pointing to the touchscreen kiosk we were looking at. This was right before Christmas of 2014. We made an appointment to bring the car back on the 29th of December to have the unit installed. The Hickory Locations sources this out to Freemans Car Stereo, which I didn't learn until after the fact. What was supposed to take 2-3 hours ended up taking 8 hours of my day?

After the car was returned to the CarMax location, I got in the car and started driving home noticing an array of functions that didn't work properly. The volume would go up and not down, the Source button wasn't working, the voice command button on the steering wheel wasn't working at all, the USB port that is in the console of the actual car wasn't working at all?? After documenting all the defects and functions that were not working I sent an email to CarMax telling them about all the issues in detail and also included pictures for their reference. We then scheduled a day to bring the car back again; in turn they gave me a loaner car since it was going to take a few days. After the first day of having the rental, I was contacted by the service department at CarMax of Hickory. They explained that the unit was defective and they were ordering 2 additional units just in case something may be wrong with one of them and I wouldn't be held up any longer. I said "okay, great."

After a couple days I finally went back to pick up the car. I picked up my keys, went to sit in my car and immediately my phone started to sync with the stereo??? How could that happen if the unit was changed like CarMax told me?? I checked my iPhone 6 to be sure, and sure enough it's the same model number stereo as the original they put in, they never even changed it out. They completely lied to my face. Absolutely appalled I approached the sales manager ** about the situation and he said, "We'll bring your car back on Sunday night (1-11/2015) and we'll try again. Even if we have to put another unit in..." I explained that I was lied to, again no real answer on this.

On 1/11/2015 we brought the Altima back to CarMax, all the time this isn't the car we wanted. We wanted the car the CarMax advertised and sold us on!! I've been a fan for CarMax for years, those days are over and I'm still appalled that I've been lied to, led on, and still don't have the vehicle I want. In the future, we are going to dealerships that have product knowledge and know what they are doing in the end. I will put up with pushy sales tactics to get the product I'm looking for. I still believe CarMax owes our family some compensation. Several of the conversations were recorded and we are contemplating doing a YouTube Video to generate some awareness, very unsatisfied and angry.

In other words, the payments on the "new" car, which cost less, was going to remain the same or higher. The finance company they put me with, Santander, was the worst company ever... The salesman ask me to go home and call him because he was going to see how he can help me. The next day I called the salesman, whom does not answer my phone calls nor text messages. For days I tried to contact this salesman to no avail. I believe he put my phone number on the reject list because it goes straight to voicemail since day 1. I will never purchase from them ever again.

After a struggle between us, CarMax said they would repair my clutch at no cost to me. If I had a choice, I would return the car so I don't have to deal with them any longer than I have to. I would also have someone else repair this car since CarMax already messed up their first inspection. They get 1 star because the actual purchasing experience was 95% enjoyable. They have a rude and uninformed representative in their business office who I will not name.

Today 1.3.2015 I took it to Sears and I watched them check the truck over and they found the alignment was off and the tires were missing its balance weight. Today cost me $138 dollars... Beware buyers, check all bad reviews on CARMAX.

Carmax is a business, if you sell your car to them you are not going to get a great price, the price you get will be the going price your car will fetch at auto actions for dealers. Carmax does not sell new cars, they do not have to follow any manufacturers quality service program. Carmax is quick and easy, they offer a large selection and you may find a car quickly and be on the road fast. That is what Carmax offers, they do not offer quality followup, they do not have to fix a car that is sold as-is, they do not care if you don't come back, thousands will walk in anyway. Personally you would be better served buying a late model pre-certified car from a dealer who will follow the service requirements the manufacturer set forth on their pre-certified cars.

Approximately four days later, I received a letter from Carmax. It stated that the complaint I reported to Carmax about my car payments not being reported correctly on my credit report was simply incorrect and NO changes will be made to my report!! I checked on Experian to review my credit report and sure enough, Carmax had reported September, 60 days late, October, 90 days late. I'm not sure what recourse I have at this point except to write this complaint.

If anyone had a similar experience with Carmax and has any advice or suggestions, please respond or contact me by e-mail. I would really appreciate any information or any advice that helped you. I do want to mention on Oct. 13, 2013 when I purchased my Honda Accord off Carmax showroom floor, it was a wonderful and very positive experience which is partly why I've been so shocked at the egregious errors and flippant attitudes.

Basically, they force the car on me because they didn't honor the 5 days. So now I'm stuck with a car that I'm not happy with. I had every warranty they offered. The dam car wouldn't start only a month or two later. Called Carmax. Long story short, they basically told me you bought the car and even though you got a warranty, it's your responsibility to get it fix! Even told the sales manager I may have to get a lawyer, he told me, "Do what you want." I can go on and on about this horrible car buying experience! I would never ever buy a dam thing from Carmax!!!!!!!!!!!!!

As it happens, only PART of the warranty is transferable (5 years and 60,000 miles without the power-train portions) and this time/mileage begins from the original purchase date so you may end up with little or no warranty at all (in my case I had most remaining). The transfer is also NOT an easy process. CARMAX does not remove the original owner from the warranty system and so you must re-register the warranty with Hyundai - sounds easy except that as of last year Hyundai now requires you to physically go to a dealership to do this - all three in my area refused as they were not involved in the sale of the vehicle. Only after 3 wasted days of trips to dealerships and innumerable calls to Hyundai was I able to have my PARTIAL warranty transferred.

CARMAX simply does to educate their sales and finance people, is unable to act as an honest and effective broker between the purchaser and the manufacturer to ensure customer satisfaction and in this case seemed to knowingly misrepresent the transfer of the warranty - when I spoke to a finance/warranty specialist I was told "Well you bought it and you have to do the work now, it is not our responsibility" and "I guess hat's too bad for you (having to go to the dealership)." I called the sales manager after finally managing to have the transfer done, and I was told "I guess our sales people just don't know about this, I do but I will be sure to make sure they represent things more accurately next time."

Bottom line - CARMAX can provide the service and correct information, they just choose not to. Having purchased 4 vehicles from CARMAX without a problem, I assured them this would be my last and I would advise others to go elsewhere where you can get a more helpful and honest buying experience - I've done my part, the decision is up to you.

Customer Relations, Matt requested proof of placement tires therefore, I sent them. However, declined assistance. Office of the Attorney General of Virginia Consumer Protection Section, was contacted as well and a official complaint was filed with no success. Sales Consultant - James ** Business Office Associate- Brittanni ** Stock# **

So I rushed out on a Saturday, told me they will wait and they close at 9 p.m. So after getting there and seeing the salesman he showed me the car and we went over that. So he walked us out in the rain and showed us the car, me and my wife, so we continue with the paperwork. So when it came time for us to leave, the guy comes in, and said I have bad news! The car has no headlights, I asked him why wasn't the car checked out before we arrived at the lot. So he gave us a round about answer, and said after we sign and hand over the check and gave our down that we couldn't take it home, and all the mechanics are gone and could we come back that Monday to pick the car up, and the car just needed a fuse.

So we expressed to them where we live and letting him know that it's a inconvenience, and lucky I was off Monday. So we get up early and head to the dealership. Now he said Monday so I took his word, when we arrived, they looked puzzled, and we said we came to get the car, so the salesman said "did anyone call you?" We said no, he said "o let me check," only to get there to another excuse they sent the car out to be detailed!!!!! And it wouldn't be done til 6:30 p.m., and it's 11:00 a.m., and we live almost 2 hours away, so they kept that car exactly til 6:30.

Within the same week I went to the gas station to put gas in the car, once I got back in the car, smelled gas so loud in the car, had to ride with the window down. Within the same week the engine light came on, these nuts didn't give us a manual, and had nerves to tell us to go online and order it and they will reimburse us. But meanwhile I called and told them what was going on and I need to bring it in, they gave me an appointment that was 2 weeks later, claiming they where booked. When asked if I could take it to another carmax they said yes, the one which was close to my job was booked til the end of the month. So I end up taking the appointment that was 2 weeks later. So when I took the car in, they claim it was the gas cap, so they ordered the part and replaced it, and I head home, well the engine light came back on. Contact them as soon as I got home, again another 2 weeks to take the car in, meanwhile as I was waiting to take the car in the window on the drivers side cable broke!!!

I had to stuff something in the window so it wouldn't go all the way down in the door. So finally took the car in, they wanted me to pay for the window, and they had to order a part, and told me they would give me a good price. After I said I just got the car, they went on about a warranty, mind you when all this was going on, I haven't made the first payment on the car, so they proceeded to tell me they had to order the parts for the car, after they did an diagnostic. They said they couldn't tell if it was the gas cap, or the fuel line. So it was the fuel line that needed to be replaced, and they kept the car for a week!!!

So they contact me told me the car was finished and I could come get it, picked the car up made it to the freeway and the light came on! By this time they where closed and I had to make it home. So the following day I called carmax and told the mechanic the light was on again, again bring it back waiting another 2 weeks, get there and this man said, "o well had nothing to do with what we fixed" and it was a switch, and I had to pay them 79.00 to fix it. So like a fool I paid it. So take the car heading home, yes the light came back on, this time the car start losing power, in the midst of driving.

This story goes on forever. So I called corporate, they pretend like they where going to help, instead the very same mechanic calls me and try to tell me some stupid mess about the car. I expressed to him "you did not check this car out before you sold it to me," they did. To point inspection with me nothing, they claim my tires where practically new, and I had a flat on the freeway on my way home, the back tires where bald, and the back needed an alignment. I replace the back tires 2 times already, the light is still on, the window still broke, I made 2 car payments, their treating me like it's my fault they sold me a lemon, a piece of junk!!!

I'm cutting it off here, I can go in forever about this car. I wouldn't buy a car from them. They're very unprofessional, and will not help you. I contact corporate, I wrote them on facebook. When you purchase a car you expect them to do right by you, I had the worse experience with carmax and I would not recommend them to anyone... When I purchase this car they give you a 30 day lot warranty, they don't honor that at all, they stretch that out til the car was outside of that because of not having any appointments, and they tried to use that against me, and my point was who buys a car and have to take it in before you make your first payment, and obvious the car was "not" checked out before they sold it to me!!!

We went out to the car and the buyer noted liquid on and around the engine. She also noted that when she returned from her test drive the car was smoking and the smell of burning coolant was what led her to inspect under the hood. She pointed out the smell to me and Jeff when we were out at the car. The buyer noted that the issue could be serious and make the car un-drivable, but she wasn't sure because she was not a mechanic. I pointed out that the car was not smoking when I pulled into the lot, even though I drove a longer distance than her test drive was. Jeff also commented that when he went out for his initial inspection, which was only minutes after I had pulled up, he did not see any smoke and did not smell the distinctive smell that the buyer pointed out to us ten to fifteen minutes after returning from her test drive.

My daughter, who was with me at the time, immediately called an old employee of CarMax in the area to discuss the issue. He used an Autel Maxidas scan tool to determine what codes would arise to determine if there was truly an issue. The coolant indicator light was on due to a low coolant level code. At the time the code appeared the car was traveling at 67 mph with an engine speed of 6234 while only in 2nd gear. The test drive area around CarMax in Laurel have speed limits only up to 50 mph, so why did the buyer accelerate the car excessively to reach speeds over the speed limit while still being in such a low gear. Since this mechanic is an old employee of CarMax he asked which buyer is was. When my daughter stated she was a small Caucasian woman with thick glasses, the old employee immediately stated that she has broken cars during test drives before, along with many other buyers. Why are buyers who have damaged customers cars in the past allowed to continue to do so?

After I decided to ultimately sell the car because I wasn't left many other choices with the new state of the car I was asked to move the car into the service garage so an employee could remove the tags. At this time we noticed the drops of coolant on the pavement under the parking spot. We went back and looked at the spot I had initially parked the car in when I got to the dealership and the spot was completely dry. I was given no choice but to sell my husband's car for a lower price than expected with no real other options due to the poor mishandling of customer property by a CarMax buyer. This is completely outrageous, total lack of common decency in the corporation and its employees. This was my first time to Carmax and will be my last. Any anyone I know will know the treatment I received.

Finally, my husband decided I needed to have a car with a warranty, so we went to carmax. I chose a 2011 Kia Rio SX because it has 4x100 lugs, which match the new wheels and tires I bought for the totaled car. We added the car alarm and extended warranty. It was also missing a trim piece from the top of the car. They claimed they ordered the trim and alarm and scheduled a service appointment for the following week. I called the day before my scheduled appointment to verify they had everything. Glad I did, because the service department had no clue what I was talking about when I asked about the trim. After several calls, they finally said they would have it the following week.

I took it in the following week and dropped it off after work so they could start it first thing in the next morning. I was told it would be ready by noon the next day (Friday). I called to check on the car around 11 and was told that it wasn't ready, but would be ready soon. They said they would call when it was ready. By 2, they still had not called, so I called back and they said it still wasn't ready. By 4, I called and they said it still was not ready, but again, they would call me back. At 4:30, I called back, since I needed to verify transportation to get to pick up the car. They finally said that the car would not be ready until the following day. I requested a loaner since they had had more than enough time to do the work. (All they were doing, was installing an alarm and a piece of trim....9 hours later and they still haven't finished.) They said they would have to look into a loaner and call me back. Just before 5, I called them back to follow up, they finally agreed to give me a loaner. For the safety of my vehicle due to the fact that they were going to have my car over the weekend and the fact that their store is not in a very good area of town, I requested that my vehicle be kept in their locked fenced area.

Over the weekend, I drove by after hours only to find my car sitting in the open parking lot. Needless to say, I was not happy. If I had my other set of keys on me, I would have taken the car. The following Monday, I called first thing in the morning asking why my car was not secured over the weekend. No one could give me a straight answer. They never did address this.

I called them around noon to check the status of my car only to be told it still wasn't ready. I called again a few hours later and was finally told it was ready. I went to pick it up when I got off work. I waited 15 minutes for someone to assist me. After turning in the loaner and waiting another 30 minutes for them to figure out where my keys were, I went out to leave. I checked it out, the alarm was very lame to say the least. Mothers alarms are much better for the same price! Oh well, at least it had an alarm. I get in, turn it on, go to set the stereo only to find it doesn't work. I went back in and demanded the loaner back. This should have been my second warning.

I started to track my gas mileage only to find it grossly under what Kia claimed the car gets. I called carmax to ask them about it and they said they knew nothing about this. They recommended I use different gas. Two weeks later, Kia settled a class action lawsuit about their overstated gas mileage. I do not believe that carmax did not know about this lawsuit. There's warning number three. I should have taken the car back right then! But no. The cars check engine light came on about a month later. I called carmax because of the warranty. They refused to do anything about it and said that since it was still under the manufacturer warranty, I would have to take it to a dealer. Total fiasco, but finally got the car back. Warning four.

From this point until about three weeks ago (13 months from purchasing this lemon), while driving home, the car starts to shake violently and the check engine light comes on. I stop at the parts store to run a diagnosis. Turns out it was misfiring on cylinder 3....REALLY, this POC only had 36,019 miles on it. I bought spark plugs, and changed them. This seemed to fix the problem for a while. Now, it has started sputtering again when I'm stopped. I am looking into the Texas Lemon Law.

Carmax is not the Salvation Army or United Way. They charge really high interest rates for their cars and both dealerships if you let them will bury you into a car that you will be greatly upside down someday when you want to get out of the car. I also sold for traditional dealerships and they do the same. Be a smart consumer and a good negotiator but I would never buy a car at a fixed price unless I got wholesale value with Edmond's or KBB. People do not realize this but you can buy a new car for the prices CarMax has on their used cars with low APR's, which means lower cars payments and money saved.

I looked again on the website. I don't see anything about their policy, except "We'll buy it regardless of make, miles, or condition". I looked at their FAQ, and nothing about having to be in miles. CarMax needs to change their advertisement and add a disclaimer. Or train their salespeople to tell customers right up front about their policy of cars imported from other countries. The salesperson was nice, but you can tell all he wanted was the sale and did not have his facts straight. Waste of time. I believe they were going to keep trying to come up with more excuses, even though I told them I have the documentation and would get the odometer changed over to miles.

I have never notice that my front tires are almost bald and only had the car for 5 months. Now Brynn and Randy the carmax service manager said they will pay half for the labor if I want Ford to fix it. I told them no and then they said I had to pay 500 dollars for the diagnosis. I told them that the agreement was I would pay for the diagnosis if it was under 500 dollars and wouldn't have to come out of pocket if it was over 500 dollars. I was also told by them that they would hold my car until I pay them. Carmax never did give me a vehicle while my car is being serviced. Brynn told me to go spend my own money and rent a car or catch the bus. My complaint is I shouldn't have to come out of pocket for repairs because if they inspected the vehicle like they are suppose to then I wouldn't be in this situation.

All I want is for them to do the right thing and do a fair trade and give me a new car or give me all my money back... I haven't had the car too long and it's not like I'm making payments on it, 2 months without a car or even a complimentary rental car... Carmax will never have my business ever again. They are shady and criminals. I have been so nice and patient with them and they don't have the time or decency to give me a call to tell me anything about my car.

Took about a couple of minutes, then he came around. Stated he just buy a new battery in the car. My husband looked front to back up and down. He stated the carfax shows no accidents, but on auto-check, it shows an accident on front left passenger door, not a big deal to me but they still didn't bring the price down after that. Mind you, my Toyota has severe front end damage and it runs good still. Took it for a test drive, no problems. Got back to the office, he appraised my car for $2500, they pulled up it got hit twice, body work paint visible, whatever. KBB had it at $2715, works for me for a 160,000+ miles car. I put down $2000, received a check back for $500. I added the extended warranty, which I should not have done, but I was buying a new car and wanted to be covered, just in case.

The total (tax tile, fees, warranty) went from $18,999 to $20,044 total. Finished up and left. Came back 2 days later, with my check from the credit union to pay off Carmax's high loan. People keep telling me at work that my lights were on. I watched the lights on day, stayed on for 8 minutes (car was turned off). Tried to fix them one late night with husband. The next day, went to crank up the car, battery is dead due to the lights (hence what happened at the car lot before). Took it back to Carmax, they sent it to Ford, I had a loaner for 4 days, Ford fixed the Front lighting module. A week later, I noticed that my radio would not go off, the lights would stay on when I turned the car off & tried to lock two doors and the door ajar warning always came on. Took it back to Carmax, they tried to fix, but ended up sending back to Ford. Took 2 days, was fixed and drove off.

All this happened within the 30 day warranty. I take my car to the Ford dealership, as they know what they are doing and they stated a stud was stripped from the front passenger wheel. I'm over the 30 day warranty now. I called Carmax, they stated they will fix for free. Will take the car in 10/17/14 as they have to order the part & there is free opening. In short, whatever happened to my car (which was minor) they fixed, no questions asked, no fees. I don't use their service department but when I have a problem, they are always willing to help. Hopefully I don't have to use the extended warranty, just don't like that it cost so much. I love my car so much. More than likely will not purchase from them again (next car will be another new car in the future) but I will recommend if the person does their research!

A reputable dealership won't put bad parts in a car either would they? The battery was too small for the car so it looks like they replace parts with inexpensive faultily parts, and will not help you at all if they go bad.. Carmax basically told me to "** off, it's a week over your 30 days"...

My advice to you is don't buy a car from Carmax. They are not to be trusted. Buy your car from a reputable dealership who cares about their customers. And if you don't believe me, Check out some of their reviews! ** If we allow big companies like this to keep taking advantage of us like this, well then there goes any customer service. Please if you have had any dealings with this company, I would love your comments. Read more at **.

Hyundai of Greer stated that the sparks need to be replaced. Instead of replacing the coil, they put on the services report that I refused to have this done. Why would I refuse work that needed to be done, this is a lie. Within a month later I had the same problem and they then stated that I did not put the gas cap back on corrected. After they told me this, I continued to have skipping and I took my car to Benson Hyundai and they are the ones that told me about the coil problem.

On 9/16/2014 once again my car start to skip and the engine light came on. I called Carmax service department at 10:00 am and they told me they would not pay for the towing or placing me into a rental car. I am still fight with them and it is 1:30 pm. They are placing the blame on me and cannot see that they placed a unsafe car on the lot and now the road.

They have a 14k mark up on their used vehicles. I took my vehicle to a Toyota dealership and they offered me $31,000. $9,000 more than what the rip off Car Max vehicle offered. I will never go back to shop at Car Max again, nor any of my family, friends or anyone else I can tell. The people running this program should be behind bars and the doors should be shut. How do they stay in business taking advantage of the public?

I waited so long for them to change the oil. Someone came and apologized telling me that the reason for the delay is because they found an electric wire that needed to be fixed and charged me an additional $42, Really? Of course I did not know then what happened until recently when I took the car to a different garage after I exhausted myself dealing with the service department at CarMax. I just can't believe it, GLUE? How can this company continue to operate? Where is the attorney general? Why nothing was done to prevent these scumbags from operating a business. Get on the internet/. Check the BBB how many complaints about the service/repair department and they get A+?

I've spoken with John, the sales manager, who informed me I may not have to pay for them to diagnose my car. He informed me I would receive a call from the service and repair shop. Funny how it took them almost six hours to give me a call back. I felt like I was receiving the runaround from everyone. Then I was transferred to Bob who is the Purchasing manager. I do not know why I was transferred to him when he couldn't help me. Finally the service department calls me after almost six hours later. I spoke with the manager of the service department by the name of Ryan to only hear I need to come out of my pocket even more money. If you invest so much into a car, you should receive free diagnostic tests for one year or a one warranty on each car sold. Then have the extended warranty kick in after the first year. You want repeat customers which can increase your sales and generate referrals/repeat customers versus having angry customers who will give horrible/bad reviews and will talk bad about your products and services to anyone they know or even strangers.

Throughout this process I would speak to whomever was available because no one was consistent or followed up with me. I didn't like the car once I saw it. It wasn't what I was looking for. After going to various car dealers and still looking online with Carmax, I found the car I wanted! I was excited because the price, mileage, color & size was what I was looking for. My fiance & I drove in a thunderstorm 1 hour away to see this car. I called and spoke with a salesman to let him know we were on our way. No one came out and showed us the car. We were told the aisle the car was on & we looked at the car, sat inside and I knew I wanted it. Due to the storm and our work schedule I told the salesman we would be back in 3 days but I would call him the next day to confirm. The salesman put a sold tag in the car with my name on it (I saw it myself).

I spoke with him the next day, Wednesday & Thursday to ask questions and confirm a few things. Friday we had an appt at 1:30 pm to pick up my new car! We arrived Friday afternoon and was told the car was no longer available. It had been sold!!!!!!! What?????? I had my down payment, I had taken the day off work, I had planned my entire weekend with my new car!!!! I was told, "I'm sorry, but look around and see what else you like!!!!!!!!" I left hurt, disappointed & an angry non-Carmax customer!!!! It's been almost 1 week and I haven't even received a courtesy email or follow up call. All the sales managers were too busy to speak with me. I'm not too busy to let everyone know that Carmax has terrible customer service!!!!

To this day I've had my car for 16 months. It has been in the Carmax shop/repair center 9 times with noted issues, and 2 times out of shop with noted issues. Most recent issue being my back brakes needing to be completely replaced. This is a cost of $1,300. I took it to 3 different service centers, Goodyear, Sears Auto Care, and Firestone. All have quoted me around the same amount and all have said this issues, 1. should not have happened within 16 months of purchasing a car off a lot (even if it's used they have to inspect and repair these issues if they come up!); 2. My brakes could have gone out at any moment (just as a note the brakes only squeaked or made some type of alarming nose 3 days before i took it in).

Carmax has been contacted by me many times, and I have talked to the site leader. I was told by him these exact words, "What do you expect form a car that is 11 years old?" Although I can't argue that an 11 year old car is asking for some repairs down the line, I bought this car from Carmax, a CAR DEALERSHIP! that promises a 120 point inspection. This car was on YOUR LOT! And on your website and for sale by your company with your name on the back! I don't care how old this car is. No car should be in the shop costing me $3,000 in 16 months! I am so furious, I will never do business with Carmax nor will I ever tell anyone to do business with them!

5-Day Money Back Guarantee means 5-Day Money Back Guarantee! When I returned on the 4th day, it only took 20 minutes to return the vehicle. Even though I did not end up in a CarMax car, I highly recommend their business. You will have it your way without the hassle and timely visits like with other dealerships! You're the star at CarMax.

I try and bring it back to CarMax and they let me know that there is nothing they can do and my CarMax MaxCare doesn't cover this. I go get it fixed myself ($700). Then 2 months after me having the car (after the sales person tells me that the brakes were just changed because that was my only issue with the car before I purchased it), I had to change my brake pads and rotors *not covered* ($400)! Then 3 months after that, I had to get the alternator changed (MaxCare covered so I just had to pay deductible).

So now I am so sick of paying for repairs and also sick of the car in general so I try and go to trade my car in at a Ford dealership and find out that the car has been in a major accident and the back had to be repaired!!! DO YOU REALLY THINK I WOULD HAVE BOUGHT THIS CAR IF I KNEW IT WAS IN A REAR-END ACCIDENT!!!!! I call CarMax and they told me that there is nothing they can do and it probably wasn't on the report when they sold me the car but I call BS because the accident occurred in 2007 and I bought the car in 2012.

The next Monday, it was not looked at. There is absolutely no communication between both facilities. The management made it seem like it was doing us a favor by "moving our appointment up to Tuesday". No sympathy for our situation. No one answers the phone. No call backs. I had to pay for a taxi, tow (over $700) and a work day because of all this. The loaner was a pain in the ass in itself. Just absolutely pitiful. I bet that payment date won't change though....

When someone did, then we walked around for about 10 min. to discover the car was no longer there. Then we had to go back inside to check the stock # and actually find where the vehicle was. The salesman assisting had issues getting into computer, left the station for about 20 minutes and during that time he had been chatting w/ co-workers, while I sat there waiting. He finally came back, got into system and found that car had already been sold. Then my car finally got appraised and the gentleman appraising it informed me that they do not offer Kelley Blue Book value. He appraised my car for $2500 less than what the Kelley Blue Book value was in poor condition. That was huge disappointment.

After that, I went back to speak w/ person assisting me with trade in, and basically he became very short and unhelpful with trying to continue with process of trading in my vehicle. I decided it wasn't the time to continue w/ process. The salesman said okay and didn't seem concerned at all with helping me stay there and make the trade. I was there a total of two and half hours and it was a complete disappointing waste of my time.

They sold me a lemon vehicle which they knew the problem beforehand. Never purchase a vehicle from Woodbridge, VA carmax and never never have repairs done. This place is a joke at your expense and the president doesn't care or give a hoot about his customers like us.

Returned the vehicle to Carmax, since their manager said they were not responsible for their car not to have Bluetooth, and that regardless that their employee assured us there was Bluetooth, they weren't going to make it right. Thankfully, Carmax has a 5-day return policy, so they lost not only this sale, but another sale for my other daughter in 4 months. Had they been accountable for their salesman and their product, they would have sold 2 vehicles!

Later on as I own the vehicle, I was told by reputable body shops (4) and ASE mechanic shops (3) that the Truck has been in a major accident on the front end (this is why it cannot hold an alignment and I have photos to prove it) but the engine had previous engine problems that turned out to be a bad motor (that was the ticking under the hood in the beginning of the purchase). CARMAX IN SOUTHWEST HOUSTON TEXAS IS A LIAR AND THEY SALE BAD CARS. The general manager Dave ** and the sales manager DARREN ** are not honest and good businessmen. NEVER go to CARMAX especially the store on Southwest freeway in Houston Texas.

My truck now has a crack block, smoke coming out of the tailpipe and no AC. In Houston Texas that is a big issue. Needless to say, I need to find me another truck which is virtually impossible since I'm $11,000 dollars upside down due to engine and front end problems. I called the corporate office in Richmond Virginia with no luck as well. I had to give the one star rating because you cannot give a no star rating like I want to give. Please let me know about my options if you can respond to this post. Thanks for the ear.

PERSONALLY... I think it's a game they are playing... Offer you one price... and then "discover" they made a mistake and offer you less. You can't convince me that a trained appraiser, that probably looks at 100s of cars a week, doesn't know the difference between a 528 and 535... The appraiser and REP should have reviewed the paperwork BEFORE making the offer!! I am glad I noticed the mistake BEFORE going back to their location!! BUT, I won't be back!

I then called the towing company and spoke with a woman named Jamie. I explained to her the situation and that the car was not in my possession at the time of the incident because I had sold the vehicle to CarMax (Orlando, FL location) nearly a year and a half prior. She told me to fax over the Bill of Sale and she would see what she could do. I sent it to her and called her back and she then informed me that even though I sold it CarMax, it was never taken out of my name. And because Stepps Towing is now at a loss, they cannot do anything about it. She said CarMax would have to pay the lien in order for this to be removed. I then called Customer Relations again because I had not heard back from Wendy. I spoke with Sharon who said that she would further investigate as well. She also told me that she would contact the dealership that I sold the car to because it was their responsibility. Then she proceeded to tell me how it is not their fault and that it was whoever they auctioned to car off to fault. (this became the blame game). She said that someone from the Business Offices of the dealership would get into contact with me.

The next day I had not heard anything, so I called Customer Relations again and spoke with Dan. Dan then got into contact with Business Offices at the Orlando dealership and had Swaline call me. She said that she was going to investigate what happened and get back in touch with me but if I could bring in the paperwork that the DMV printed out for me with the lien information. I told her I would be in shortly. About 30 minutes later I came in and she was on break conveniently. So one of the staff members made a copy and took down my information, but not before he whispered to three of the employees working in the office making me feel like I was being discussed since they all started staring and talking to one another.

I wrote a note asking for Swaline to call me back when she gets back from break to confirm she received my paperwork. I never got a call on Friday. I did not hear back on Monday, so I called. I got the run around again on the phone about someone will get back in touch with me. Swaline told me her manager Espy would get in touch with me. Tuesday, I had not heard back and I started to get upset. I tried calling to speak with Swaline or Espy but the employees of the business offices hung up on me. So I called back and then they kept me on hold. I started to get very upset now so I stopped in the location where I sold my vehicle. I was still on hold as I walked into the Business Offices. Of course, again, Espy and Swaline were on break. The whispers and staring continued amongst the very young staff of the Business Offices. Finally Crystal , the Assistant Business Office Manager came to talk to me. She said that they sent over all the paperwork to Corporate to have this taken care of. I expressed my concern as when I spoke with Sharon from Corporate, she informed me that the Branch had to handle it. Crystal said that they gathered the paperwork and have to send it Corporate for them to continue handling. She informed me that she would be off the next two days but would contact me on Thursday to let me know that hopefully the lien was off my record.

The next day, I decided to call Corporate myself to get some more answers or to see where I was in this horrible process. I asked for Dan, but of course got his voice mail now. Then I started to get really upset. I felt like I was getting the run around on this situation. A situation I should not be in because it was an error on CarMax. Dan calls back leaving me a message about how he is working with Accounting department to get a hold of Stepps Towing. He told me he would call me first thing on Thursday morning. Thursday morning comes and goes so I called him around noon. Again, I get sent to voice mail. Finally, he calls me back to let me know they have reached out to Stepps Towing but no one has responded so we would have to go through a lengthy process with Tallahassee which could take 7-10 additional business days.

This was unacceptable to me, so I called Stepps Towing directly. Jamie put me in touch with her Manager, Mike. He said whenever he talks to CarMax, they give him the run around, but would be willing to help me. He gave me his cell phone number and told me to give it to whoever I was dealing with at CarMax and have them call him directly. I called Dan back and he said he would have Accounting call Mike first thing in the morning. Friday, I hear nothing. Monday, all day I hear nothing so I call back that evening. Dan tells me that Mike from Stepps Towing flat out said he would go after whoever name the vehicle was in. So Dan let me know that he started the process to get this resolved through Tallahassee. Espy then called me on Tuesday and said the same information that Dan told me on Monday. She said that hopefully by Wednesday the lien would be off. Wednesday I finally got the call from both Dan and Espy that the lien was off. Espy wanted me to come into the branch and pick up the paperwork that showed I no longer had the lien. When I went in and said who I was, again the staff stared and whispered. It was very uncomfortable and embarrassing for me.

This was such a horrific experience for me. The pure lack of urgency, unprofessionalism, and lack of sympathy was disgusting. The length of time it took to get this resolved was appalling (almost 2 weeks). The run around on the phone and the not calling me back when they said they would was infuriating. I cannot believe that I sold a car to CarMax in 2012 and they never took it out of my name, and in 2014 I have to deal with a lien on my name.

A different salesman stepped in and started the process to have my car evaluated. However, as I sat the there, I realized that this was NOT a company with whom I wanted to do business and since there are MANY options available, the convenience in NO WAY makes up for being treated like an idiot. WHEN is the auto sales industry going to realize that (a) the internet allows everyone to be educated/fully informed regarding car purchases - there are NO more secrets, and (b) WOMEN ARE NOT IDIOTS when it comes to purchasing or selling cars????? I did speak to the manager on duty - while he clearly was not supportive of his employee's actions, his response did NOTHING to encourage me to stay.

5) At or during start up a loud engine knocking noise. 6) A knocking noise inside the dashboard of the interior of the vehicle. 7) Transmission: Sometimes shifts hard, then doesn't downshift or up shift without a struggle to do so. Shift sometimes will not go into gear. 8) Rear Bumper: Was address but still coming apart. 9) Tailpipe vibration: Loud vibration noise. 10) Interior: Dirty as when purchased. Can't remove the stains.

Car Max has had the car 9 days now. Excluding weekends of course. And they are still trying to determine if the car is eligible for the repairs. So now this single mom is going to save up again and get out of this CarMax car asap!! I will never purchase a vehicle from CarMax and I'll never use their service department either. $2300 for the warranty for them to refuse me for service. 63000 miles and since I did not service the trans. My valve body is not covered. This Single mom is so mad. Buyers beware. CarMax cars are not more reliable than any other dealer. So why pay more?? Multimillion dollar company made it's money screwing millions of single moms and dads and normal regular people. That saved for the $$ to buy that new/used car. To having a car that everything has broken. We are gluing my sunroof shut. I paid $1700 more for a glued ** sunroof. Getting rid of my CarMax car ASAP.