CarMax
Reviews and Complaints

On 3/15 I found an SUV online that was perfect for what I was looking for. I live in Las Vegas and car was located in Tennessee. Good news is for $1,599 I could have it shipped to my local car max. So I proceeded to reserve it. I immediately got a notification saying YOU CALLED DIBS. We’re processing your shipping request and contact you soon. I received a text saying I would receive a call shortly to follow up on my transfer reservation. I received a call about 5 minutes later from Cody. We spoke about the process and I proceeded to complete the purchase. I even purchased the 5 year 100k warranty with a $300 deductible since it seemed like a good deal at about $1,300. So I asked how long would it take to ship he said 2 to 3 weeks. So I proceeded to finalize everything. I told him I was preapproved with my credit union he said we don’t have to deal with that until the car actually arrives. We finalize the transaction and I ask him for his phone number so I can call him directly to get updates on the ETA on the vehicle. He didn’t have a direct number but sent me an email so I can email him. So 2 days pass and I email him on 3/17 and ask for an update on the shipping. I received no reply. I didn’t think much of it since that was ST. Patricks day and maybe he was off for the day or rest of the week. Friday then Monday came nothing. So I call in today 3/22 to find out the status and was told that the car is not available and is being held for someone else. WHAT? How is this even possible I spoke to Cody I have the screen shot of the reservation. The rep proceeded to tell me there’s nothing he can do and if the current reservation falls through they will call me. I CALLED BACK TWO HOURS LATER and spoke to a nice lady around Noon today about my predicament and was told she would get someone to call me about it. It was Noon my time and you close at 6pm my time. In that 6 hours not a returned call on my issue. Maybe tomorrow? Your employee literally F***ed up and did not reserve/transfer the car like I asked. My follow up email on 3/17 I have no doubt Cody received it and realized he messed up and did not reserve the car like he was suppose to. Maybe he’s new? After I called carmax and was told I had no reservation and that’s that the rep wouldn’t transfer me to a manager or supervisor Instead he said he would escalate my case to someone and they would call me to be honest I just felt like I was being pawned off and they wanted to get off the phone with me. I waited 2 hours and my gut said nothing was going to happen and you will wait for a call that will never come. So a few hours later I called the corporate number where my issue and account was written down and I was told my issue was going to be sent to the correct department and they would call me. I said thank you but can you cancel the other request I have? I spoke to someone a few hours ago and I didn’t want my same issue sent to two different people. She said oh there is no other case on your file. So the old I’ll have my manager call you line was complete B.S. I’m speechless at this point. The little you care is very telling and I’m disgusted in the treatment I have received. You sell lots of cars and I’m only one so the company and world will go on with or without me. I just think you should know how low the quality of your staff and process is to your consumers.

I purchased the mazda 5/21 and had numerous problems. I took it in telling them it knocks at high speed on freeway. I have told them numerous times i am having to fill it full of antifreeze. In august 2021 they obviously knew they were putting a band aid on it and changed the thermostat and filled it full of antifreeze. I still keep telling them i was having to add it all the time and there was no leak. Feb 2022 i have a 20K car sitting in my parking space with a blown head gasket. My first car and last from them. They wont even return my calls. I am devastated and have no idea what to do.

Good Morning, My name is Leroy Titus, 03/10/2022 I had my Car (2020 VW Jetta SE) Appraisal at 4:30 pm, I was

so hoping I could "Grab" that 2020 Hyundai Sonata Se, Love that car but they wanted $4,000 down at the 2550 Roosevelt Rd Clearwater went home just didn't want to give up.

So I made another phone call, spoke to Whitney Gallego, what an "Amazing Woman" She really has your Companys's interest in hand, I have NEVER seen an Employee with such dedication for their Co as this Woman that represents You! Having told problem to Miss Gallego within mins. We discovered the 2017 Fiat . So she wrote the contract up we were on the phone for around an hour and a half, Miss Gallego was very thorough and once she was finished, she told me that ALL I would need to do was "Pay" for the Car.

On Friday got a text from Christopher, from the Transaction Support Team, he receive my request for Home Delivery, he apologize and told me I couldn't get the Car until the Next day when I was told by Miss Gallego ALL I would have to do is pay! and the Car would be Deliver On Friday 03/11/2022. ALL uploads were taken care of and Miss Gallego made sure of that "Before" hanging up.

Upon Christopher's text Nothing had been done, which I knew was a Lie so after back and forth with Christopher I decided NOT to buy the Car Even Though everything was ready to go, Oh he also wanted the Title to the Car, and that had been submitted too. It was Christopher's actions that Stop the Deal after a dedicated young Lady did All she could to make the deal. I'm Over the Car Now! but Christopher should change places with Miss Gallego she understands the system better. I'm back to Loving the Sonata again so I'll try some other dealership'

Thank you for your help.

Leroy Titus

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When I purchased my Ford Escape last September 2021, I had an excellent sales rep. No problem whatsoever with his service. But the ongoing problem I see with CarMax is that they do not have someone to answer the phones and direct you to the right department. When I call to speak to someone in any of the departments, no one answers! Even when I recently called the service department to make an appointment to check out my car, I was never able to speak to anyone to make an appointment! If a person goes in person to CarMax, you are able to speak to someone. But if you are a handicapped individual and you need to talk to someone on the phone, instead of going there in person, there is no way you can make an appointment on the phone. Anyway, I hate to leave a bad review for CarMax, as I have used them for 5 cars in the past…but never had this problem of being able to speak to someone on the phone there. I have been a receptionist and admin office worker for many years, and believe me, this is a sign of poor customer service.

Vehicle was picked up while catch-up payments were being processed.

No communication from Carmax via mail phone nor email text - nothing regarding retriving the car.

Carmax phone has been ON HOLD a week no one picks up

Difficulty connecting with repo co - once connected they have no info re the amount owed nor procedure to follow to retrieve vehicle.

Please help. I purchased a 2013 Honda Accord in July 2021 and still have not received the title. The vin number is DA207857. I have continued to go to the Memphis Tn store where I purchased the car and no one can help me. They keep saying they are working on it but still no title. I try to talk with the General Manager so he may be able to help me but he refuses to talk with me. I have tried to talk with him on 7 different occasions and he is always not there or unavailable. I leave messages for him to call me but he has never returned my call...I have sat in the showroom for over an hour waiting for to see him and he never cames out to talk with me. I need someone to help me get this title. I go to the store or call every week trying to get this title and all anyone can tell me is that they are working on it. It cannot be this hard or take this long to get a title. I know you can get a duplicate title in 30 days or less. Everybody is passing the buck, the GM will not meet with me and I really do not know what to do. I paid over $10,000 cash for the car and want the title. Please help

Good Afternoon,

I am writing this complaint due to an issue that happened last night. I bought my car in October of 2020, I have had the same issue with my driver side window since I bought it. I have had my car out to Carmax multiple times with the same issue, the last recent visit did not go as planned I was promised a rental and it was not ready, after waiting for almost an hour and just pretty annoyed at that point I complained and was taken care of, Manny and Jason have been nothing but good to me. I dropped my car off on 01/31, was told that the parts to fix my window would be in on 02/07 and to keep the rental until then (this was the first time I have gotten a rental.) Manny has called me everyday since then the touch base with me, he called me on the 7th and told me that the part would be in on Wednesday, Wednesday came and Manny called me and told me that the part was not going to be in until 02/15. I get it no worries things happen, I then asked if I could pick my car up, I am going away for the weekend and the rental car was just too small to take. Manny told me of course I can, and then we scheduled an appointment for me to come back and get my window fixed. Here is the issue, Manny brings my car around and I leave, I go pick up my daughter and go home, all within the hour I pick up my car. I get home, walk around the front of my car and my driver side front bumper is hanging off. I did not drop off my car like that on the 31st! I call the service line and Carmax is closed, I wanted it documented that I had called. I then called back this morning the 9th and spoke to Manny, he told me he would call me back. I actually ended up calling Manny back because leaving for work and dropping my daughter off at school I realized that my power things are not working (the power windows, my remote start, and the locks) I told Manny that and he stated that the mechanics did not take off my front bumper, and that it did not happen there. I asked to speak to a supervisor and I called back and spoke to Jason. Jason stated that he spoke to Manny and his mechanic and he believes that the damage was not done at Carmax. I have also sent over pictures for them to see the damage as well. Jason was very respectful but I do not agree with Jason and I expressed my concerns. I did not hit anything and nothing hit my car within the hour that I picked it up, there are no marks, dents or scratches on my car. I do not understand how I dropped my vehicle off and picked it up with another issue and damage. I have been dealing with Carmax for years, I have bought 4 vehicles from you guys before and have never had this happen. I have referred friends and family to you! I look forward to hearing from someone soon.

Thank you,

Lauren Dietz

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The 150 point inspection looks impressive, but the only and most important point avoided is the OBD, (on board diagnostic) that is not preformed. That would be more useable to the customer than if the seats are clean.

I paid off my carmax loan 1/14/22 by sending the money from my bank directly to Carmax. They have sent me the release of lien and a check for the overpayment on the vehicle (I estimated the payoff a little higher than it was). But I don't have the title. It is a paper title bc I bought the car in NC. I now live in FL and they will not let me register the car without the title. I was told it was mailed on 1/20/22. I called today, 2/3/22 and now am told it is in the title department and they are backed up but "may" move it to the front of the line. I have had 2 temporary tags from FL DMV but they won't give me another as they expect me to have the title by now. (as do I). I cannot get through to talk to anyone in the title department. I talk with customer service and they claim to send messages to them. I still have no idea when I will get the title/when I can register my car in Florida. This seems illegal. What else can I do to get them to mail me the title? I even offered to pay the overnight fee to get it mailed to me.

I buy at Bristol TN store my 2015 Mazda van about two days then I take it back to carmax to get it fix they said it where not safe to drive then give me 2016 Kia Sorento the loaner we like the Kia better then Mazda van I want switch the Mazda van to the Kia put they said to have to 11,000 down to get the Kia they said I got 30 days to try Mazda van if you don't like it you can bring it back get something else you like I want to get the Kia we got now it is nice Kia I hope they let us get the Kia

Dear Sir/Madam,
I love carmax and have been a customer for almost 20 years. My first car from Carmax was a 2002 Audi A4 purchased in 2005 from the Chicago location. This complaint is about a vehicle I purchased from the Greenville, SC location in Dec 2021.
Complaint: Dead battery 1 month and 1 week after purchasing the truck.
Vehicle Purchase price: $42, 371.19
Vehicle Details:
Year: 2018 Make: CHEVROLET
Model: SILVERADO 1500 Body Style: 4D CREW CAB
Stock No.: [protected] Mileage: 49, 364
VIN: 3GCUKREC8JG385162
Purchase Location: Greenville, SC.
Vehicle Purchase Date: 12/04/2021.
Battery Dead on: 01/11/2022.
New Battery Purchased on: 01/12/2022.

The vehicle was purchased after full inspection and vehicle is only 3-4 years old. It is unacceptable that after purchasing the vehicle for a month, the battery is dead. As you know, present day batteries are expensive.

In july of 2021, I purchased a cadillac 2017 ats, with 53000 miles on it.. I'm a senior citizen and just bascially go tothe store, mall shopping, getting my hair done.. My daughter first heard a noise about 2 mos. After I purchased car, and i'm thinking it's probably the brakes.. By december, me putting about 900 miles on the car, i'm truly hearing loud noises so I stopped at a shop and had it checked out because I purchased extended warranty protecting myself buying a used car... They told me the promblem they thought it was, so I had it towed to the cadillac dealer and they put it on the diaganostic and these 4 major things came up, (1), coolant hose leaking, (2), pcv hose to turbo damaged, (3) rear struts leaking, (4), rear bearings differenatal all needed to be replaced.. At this point, i've been without my car for over 3 weeks. And still paying carnote because it's hard gettingparts and the cold part about it is, I filed a complaint with bbb on january 4th and as yet today, corporate hasn't reached out to me.. I told management that I didn't want the car and they told me after it was fixed they would do an appraisal on the lemon car that they sold me.. I wish carmax give me my 5800 down payment back so that I may go to a reputable car dealer..In all my years of purchasing cars, this is the worst 1 that iv'e ever experienced at 70 years old.. People are telling me I should seek legal counsel..

I purchased my vehicle from Parker, Co Carmax on Oct. 28, 2021. I got a 2016 dodge Journey. The next day the check engine light came on in the car. I then got notice of a family emergency that i had to go out of town for. Within 4 days of getting the vehicle I was in Omaha, Nebraska. I decided to stop at the car max there to have the check engine light read and to see if it was possible to trade out my vehicle before my 7 day/ 1, 500 mile warranty expired. I was notified at tht point that my car had a compression issue from a loose hose or something. I was also notified that they would be unable to help me repair my vehicle as they were just too busy. At that point I went over to sales to see if we could simply return the vehicle and exchange it for another. I picked out another vehicle and despite Parker, CO sending all my documentation to Omaha, NE I was unable to get that car because I didnt have a physical Driver License on me. In the state of Colorado they issue digital or real id's onto an app on your phone. Which I had, which they would not accept. I had no choice than to continue on to Nort Carolina. Were I dealt with my business and then proceeded to go to a Car Max there before trying to make the 1000 mile trip home. It was basically the same scenario as Omaha. I got all the way through financing just to be told i was unable to get another vehicle because i didnt have a plastic driver license. Upon my return to Colorado I made 2 complaints with car max customer relations. By that time we were approaching Christmas and i had plans to be in Kansas. When i got to Kansas I felt like i couldn't drive this car in this condition any longer and got it to a repair pal shop. The repair pal shop has done 2 diagnostic tests on it to date and there is a leak in cylinder 2. To even see if the warranty through max care will cover the repair the shop will have to tear down the engine to see what damage the misfire/ leak in cylinder to caused and to see if i was at any fault for this problem. Needless to say ive been stuck in Kansas for over a week. The warranty company hasnt gotten me a rental car. The repair shop has yet to fix the vehicle and i cant seem to reach a single person between these 3 companys to help me find a solution. All i want to do is exchange the vehicle

We had a car transported to Spokane from Seattle; the car made it to Spokane in good shape. One of the employees destroyed the entire passenger side of the car in the parking lot, when talking with the car manager he was dismissive, condescending and rude.
This car is a very hard to find car withlow miles and color, we are very unpleased and it's unfortunate that we now will not find another car like this, and it is of great loss.
We will never do business with Spokane Carmax with the manager's attitude.
Bob

The employees at carmax are very shady, I know because I was a mechanic there. I pointed out every thing I saw wrong with a car, and most of the time their answer was "super glue it." To the point, I purchased a vehicle from them, and had to take it in for some big repairs within the first two weeks. Then, other problems started arising shortly after. I told them it needed timing chain tensioners and they said they'd check it out. Well they Said it was fine. I ended buying the parts and doing the job myself (problem fixed.) Now I'm well passed their pathetic 2, 000 mile warranty, and I'm having to add a quart of oil every month. I don't recommend carmax to anyone, and I will never do business with them again.

On April 26, 2021 my daughter and I bought a Ford Fusion Energi from CarMax, for $14, 599, in Roseville, CA. The salesmen sold this car to us as an electric vehicle. It had the electric vehicle stickers. She bought that care because of the EPV and the fact that she could charge it. We just found out from the DMV that it no longer qualifies as an EPV vehicle. This was literally the only reason we bought this car. She commutes for school and work and bought this car so that she could save on gas money and also be able to drive in the carpool lane. The salesman heard us discussing this and knew this was the reason we were buying this specific car. When I contacted the DMV asking for update EPV stickers, the DMV informed me that this care was no longer considered an EPV car and they would not send us updated stickers. Apparently the laws changed and since 2019 this car is no longer a EPV car and does not qualify. CarMax should have known these laws, and should have notified us of this information. They were selling this car under the pretense that it was an energy efficient car and qualified as an EPV, which was a lie. I want CarMax to acknowledge this and give us some sort of compensation for their wrong doing. We were also looking at another Ford Fusion Hybrid and would have bought that instead if we had known that the Energi model no longer qualified as an EPV vehicle. I want to return this vehicle and be able to get a different vehicle without any type of penalty.

I get preapproval from two separate banks to purchase a vehicle at CarMax.

I go there, test drive the car and then make the decision that I am not going to purchase, had the down payment in my pocket and everything. A few days letter I receive a letter in the mail from CarMax claiming that they denied my loan, based on my credit information; I never applied to CarMax for a loan, I was preapproved by TWO separate banks before I ever went to CarMax, I still have my copies of the preapprovals. So that's what CarMax does send out a fraudulent letter to the credit bureaus claiming they denied my loan because I didn't purchase the vehicle. Real Nice. I'll never shop there again or recommend them to anyone.