CarMax
Reviews and Complaints

I was shopping the internet for a specific car at various sites. If you notice, many sites have the carmax report. If you hit it, I would think options will come up to get it which include charges and my authorization via payment method. I chose one in the process of searching and nothing came up except a box agreeing to get the report. I checked the box and nothing came up. I was expecting a request for payment method. That did not happen. Nothing came up. Again, on another vehicle the same thing happened. I was done in my search closed all the boxes of which no report had come up behind search either. The next day, I noticed two charges on my credit card. I never authorized how I was to pay. I never gave carmax my credit card number. They never asked me specifically. I got nothing but was charged through some unethical method of a pre-checked authorization perhaps. They are as bad as *** sites.

I purchased a 2007 Escalade from Carmax in September 2011. The same issues that were under the the 30 day warranty are still haunting me today. My truck has been in their possession more than mine and is currently in their possession to date. I have made several trips to the services department only to pick up my vehicle days later with the same issues. Once I even picked it up from the services department days after being in their possession only to find that absolutely none of the the issues were addressed. This is when I had my attorney write a letter to Customer Relations in November 2011. Thinking now I will get some action, Customer Relations is involved and CC letter to the CEO "I will get some results". Nothing could be further from the truth! It's no December 22, 2011 and my truck again is in their possession with same issues. And for all of the headache, time and gas Customer Relations offered me a $25.00 voucher for their services department. They should have made a car payment or two since they have had it more than I have. What happened to customer service these days????? And to think I asked the salesman to be on the look for a black on black convertible 2011 camaro that I would buy in addition to the Escalade.

I was verry pleased with the shopping experience form carmax. I saw a car online(2010 camaro) i was interested in. I went down to carmax's brand new store in North Attleboro Ma and talked with a sales consultant and looked at testdrove vehicle. they were verry friendly and willing to help. The following day i had them do a credit check and was approved for the car. I went down ther on a sunday to do the paperwork and they could not release the car till monday where they could not get the plates on the weekend. I asked them to do only 2 thins to the car for me which was buff the scratch in door that happened when the salesman rolled down the window with the keybox in it(brilliant) and to clean the rear wheelwells that were full of rubber from someone baking the tires. They in return called me monday afternoon telling me everyhing was all set come down and pick up car. Well I showed up and not only have they not even touched the car none of the paperwork was ready to sign. I asked the salesman why the car hasnt been cleand yet and he in return answered "that is not the way we do things here we are not like other dealers" so after sitting there for 45 minutes they told me to go in and sign paperwork. this was a nightmare in itself seeing everyone there was new and did not have a clue to what they were doing. Well halfway through signing they told me the car was all set and to go look at so the first thing i looked at was the wheelwells and they were not touched. pissed off i asked they why and they said they misunderstood what I was asking for and will do it. I go back in and finish signing and they tell me once again the car is all set. I go out and the first thing i notice is they have the wrong plates on the car where i had ordered and payed for special plates(patriots) and did a half *** job cleaning wheelwells. By that time i was so pissed off i was not going to wait for them to change all the paperwork and bring it back in to clean so i just told them i wanted a refund for the extra money i payed for the plate. They had also told me they would refund me for the inspection sticker because were they were new they havnt recieved the machin yet to do it. I have recieved a refund for plate but no money for sticker yet. After having car for 2 weeks I was getting a vibration for car and sent it back for repair and what does the service manager try pulling he says they shouldnt cover because of abuse to car and there is rubber in the wheelwells. gotta love em I told him he should do his homework before opening his mouth. In the mean time they said they would give me a loaner car and guess what suddenly there are none avalible. what a fu****g joke. I CANT WAIT TO SEE HOW THE REST OF MY WARRANTY GOES

From the time i bought my car to now, which equals 2 years. Ive been to carmax service center about 20 times UNWANTINGLY!! There so called check list that they do before they sell the car is the most inaccurate thing out. in the first 2 months 3 of the things on the list went wrong. while having work done on my car these people left out my oil dipstick and holder along with some bolts. The next month i went for an oil change and the mechanics asked me if i knew that several parts from my car were missing. I called CarMax and apparently they were just lying around. UGGGHHHHH!!!! FOR A WHOLE MONTH!! Buying my 1st car has been the WORST experience EVER!!!

1. Headlight - When we were going over the final checklist for the purchase of car, we noticed one of the headlights was not working. We found this to be pretty amusing as the salesman told us that no one does the check list before purchasing. My wife said I want to test everything out and sure enough the first thing we checked, did not function. SALESGUY told us that they might have one in stock but they would definitely take care of it. There was actually another gold Subarau Tribeca at the lot on the time and he tried to grab the bulb out of that one. He informed me that it was too difficult and they would have to order one. It took 2 days for them to get the bulb and they replaced so it was functioning. After a few weeks, we noticed that one of the headlights started getting water/condensation inside of the lens. I called yesterday (10/17) to ask them which headlight was touched when they replaced the bulb. The lady in service informed me that they did not know which one (after being on hold for 10 minutes). She asked me which light was having the issue and I refused to tell her which one. I felt like that was a question so you guys could say you replaced the other one. I know which light was replaced and I know it is the same light leaking. She told me that they would only change the bulb and would not touch the actual lens of the light. I am skeptical of this due to the salesman telling me it was too tough for him to switch out. I asked that the service department fax me a copy of the work order for this fix. UPDATE: Taken back into the service department and they fixed the leak. Apparently the bulb was installed incorrectly and this caused a leak in the headlight. 2. Rubber Door Siding - When we test-drove the car and decided to make the purchase, we noticed that there were only 3 rubber siding pieces on the doors. There was one missing on the driver-side rear door. We spoke with the salesman, SALESGUY, and he informed us that they would get a 4th piece to make the car look uniform. So we thought this would be a non-issue for the vehicle. After the car was purchased, the tune seemed to change. The service department told me that they didn't have a 4th rubber siding so there was nothing they could do. They told us we could *** the 3 other pieces so the car would look uniform. I told them it wasn't acceptable. They told me that they were going to have to order a whole roll of the rubber piping so that the 4th piece could be replaced. I believe this took 3 days for the service department to complete. I have attached pictures of the 4th piece that was slapped on the car. Does it look uniform? They had told me that sometimes it is hard to match the piping exactly. I assumed that this meant they would replace all 4 of them. When I look at the other 3, it is clear that this is different. UPDATE: I told Carmax not to worry about this since I am better off dealing with it myself. Does this really warrant 2 attempts? 3. Paint Scratch - After test-driving the vehicle and deciding to make the purchase, we noticed the scratch on rear door. We showed SALESGUY, this scratch and he informed us that it would be no problem and it will be taken care of. Again, after dealing with sales department, we thought this would be another non-issue. The scratch is about 1-1.5 inches long and is not very deep. At the time of purchase, it was clearly a scratch where some silver could be seen through the car (metal?). We go to pick up the car after a voicemail telling us the vehicle is ready. When we get there, we notice the scratch hasn't been dealt with. We were told that they were unaware this needed to be fixed. So we leave the dealership and wait until the next night. We speak with NIGHTPEON that evening and he shows us the car. We see that the scratch has not been fixed. He agrees with us and informs us of a 5 (or 6) foot rule for cosmetic issues. He said if it can be seen past that distance, it has not been fixed up to their standards. He informs us that he will talk to the service department and make sure it is fixed. The next morning I receive a voicemail from Matt in service, telling me to pick up the vehicle. I called him back and told him that we saw the vehicle last night and it was not up to par. I guess he was unaware that we had spoke with NIGHTPEON the night before and that it was going to be fixed better. I made a phone call to our salesman, SALESGUY, on this day as well. I informed him about the issues regarding the scratch. He went and looked at the car and agreed with us that it did not look up to standard. He also informed me that he had scratched the fix off himself so that they would have to fix it another time. Matt in service was telling me that the vehicle was complete up to standards and nothing was going to get fixed. I think this is why SALESGUY went to mess up the fix. We go pick up the car the next night and again the scratch can be seen from outside the 5-6 foot distance. At this time, NIGHTPEON informs us that we can go back to the lot and pick a different car because the scratch is fixed as good as they are doing it. I have attached a picture of what the scratch looks like now. The sticker is ripped due to them trying to fix the scratch and it looks 10x worse than it did at time of test-drive. UPDATE: The car was brought back for a touch-up and it looks like they didn't have someone from the local elementary school do the touch-up. It has held up through the car washes and looks somewhat decent. I plan to have it done professionally when it starts to deteriorate. 4. Air Conditioning - About 2 weeks into having the car, we start to notice a mildew smell in the car every morning. On a weekend trip with my wife, she noticed the front passenger seat floor was filling up with water. We found this out by picking up her expensive purse and finding it soaking wet. I had heard a sound everytime I made a turn in the vehicle. I thought it sounded like a motor but after talking with SERVICEGUY1, we thought it was the sound of water in overflow tank. I brought the vehicle in for this to be fixed. SERVICEGUY1 told me that the A/C drain was clogged with mildew and it needed to be flushed. Since this was clogged, the condensation from the A/C was filling up in tank and overflowing into my car. This explains the filthiness of this water. They flushed the system out and I picked up the car. About 2 weeks after this fix, the auto-button on the A/C has started working intermittently. Sometimes you hit AUTO and it shows max speed on the digital reader but no air comes out. I would say it is about a 50/50 chance that A/C will turn on when you would like if you use the AUTO button. I called SERVICEGUY1 about this issue about 2 weeks back and he told me to take the vehicle to their service department. He told me that it shouldn't have anything to do with their fix. He said he was going on vacation that next week but to still bring it in for them to determine if there was a correlation. I also told him why they didn't replace the mat or at least clean it since my car has smelt like mildew every day since. He told me that sometimes they send stuff down to Ft Lauderdale to get the smell out. He agreed with my that when those mats get wet, they are ruined but I said I would be happy if the smell just left the car. I don't want to spend $10/monthly on air fresheners for the life of the car. Why was it not sent down there in the first place? I deserved the vacuum and leave mats in the sun for a few hours service? UPDATE: I brought the car in for them to fix this. They told me it was the motor that was broken but they don't want to go ahead and fix it. After seeing all of the scratches and panel damage they did when looking at motor, I have decided the $275 repair isn't worth having them touch the car. After spending countless nights at the store/service department, it isn't worth the breath. I dealt with the Corporate Customer Service Department and they told me the same thing the store told me (after 2 weeks of having to call for updates because they couldn't get a hold of the Boynton Beach store…are you surprised??). For you guys to fix the scratch, headlight, and rubber piping - we waited almost a week to pick the car up. It looked like work orders were not even opened on a timely basis. We purchased car at 7PM on Sunday night and the car didn't have a WO opened up until 2PM the next day. My salesman told me that I would have the car by lunch the next day. If the piping did not come in, we understood we may have to bring the car back for it to be put on (or us to just pick up and install ourselves). We were asked if we wanted a loaner on Sunday night and we politely declined. We thought no reason for paperwork and waste your guys time if we would have the car by lunchtime. On Tuesday night when we went to pick up the car, it was not ready. We requested a loaner at this time and NIGHTPEON told us we couldn't have one. It seems like you guys are cutting corners (probably due to the economy) but we shopped at your location because it's supposed to be no haggle. We are getting a car that has gone through a 125-point inspection and we don't have to argue on price. We liked your business model and that's why we shopped at Carmax. I would think this inspection would find some of these issues? At least the headlight? Matt told me A/C drain isn't part of inspection but it is very common with cars in Florida that sit for a bit. We understand that we purchased a used car. This is not a brand new car and we understand that. However, we feel like everything you guys touch causes more problems for us. Each of these 4 issues still have an issue with them. We have clashed with the service department and some of the employees in your location. We are at the point where we don't trust the work done at the establishment. I am hoping we can find a different service center for these issues to be handled. I think the only saving grace here is that the car is only a 2008 with 24k miles on it. I can be reached via cell phone at XXX-XXX-XXX. UPDATE: DO NOT BELIEVE THE CARMAX IDEAS!! You are much better off buying a car from a used car dealer that is reputable. They will stand by their car better than this. Carmax could care less about one customer, as they want VOLUME. A dealer wants you to come back and buy their next car from them. Carmax hopes you become desperate and have to buy from them since they hold such a huge inventory. I will never give them another CENT of business and I recommend everyone else do the same. Don't believe what the sales guy tells you at this store because it will not be backed up. BOYCOTT CARMAX!

I TOOK MY 2007 LANDROVER LR3 TO THE MERRIVILLE INDIANA CARMAX DEALER WHERE I PURCHASED IT, TO GET MY OIL CHANGED AND CHECK THE DRIVER SIDE HEADLIGHT BULB BECAUSE IT WAS COMING ON SOMETIMES, SO I THOUGHT MAYBE IT WAS A SHORT IN THE WIRING, OR MAYBE THE BULB JUST NEEDED TO BE ADJUSTED. THEY GAVE MY TRUCK A DIAGNOSTIC TEST, SO I WAS TOLD, WHICH COST FIFTY-TWO DOLLARS NOT INCLUDING THE OIL CHANGE THEY SUPPOSEDLY CHANGED. THE YOUNGMAN TOLD ME THAT I NEEDED A NEW HEADLAMP AND THE COST WOULD BE FOUR HUNDRED DOLLARS FOR THE LAMP AND TWO HUNDRED DOLLARS TO INSTALL BECAUSE THE JOB REQUIRED THE BUMPER TO BE TAKEN OFF, AND THE SENSORS WOULD HAVE TO BE RESET SO THE PRICE WOULD BE A LITTLE OVER THAT AMOUNT. THE LABOR FOR THE JOB, SO I WAS TOLD WOULD BE OVER TWO HOURS OR MORE. I KIND OF FIGURED THAT A BULB WOULD BE SOMEWHAT EXPENSIVE FOR A LANDROVER BUT THAT PRICE FOR A BULB! COME ON, THATS RIDICULOUS! I WENT HOME AND LET THE HOOD UP TO SEE IF I COULD REPLACE THE BULB MYSELF AFTER READING MY LANDROVER REPAIR MANUAL. "WELL I SURE COULD"! I ORDERED MY HIGH DEFINITION BULB OVER THE INTERNET PAID THIRTY-FIVE DOLLARS FOR IT, SAME AS THE ONE I TOOK OUT OF THE VEHICLE I HAD TO GIVE THE COMPANY I PURCHASED THE BULB FROM THE NUMBERS OFF THE OLD BULB SO THEY COULD SEND ME THE CORRECT REPLACEMENT. IT TOOK ME THIRTY-FIVE DOLLARS FOR THE BULB AND THIRTY TO FOURTY MINUTES TO INSTALL THE BULB, AND I DIDN'T EVEN HAVE TO REMOVE THE BUMPER, GO FIGURE! WHAT A BUNCH OF LYERS YOU CARMAX REPAIR AND SERVICE CENTER PEOPLE ARE. JUST BECAUSE A PERSON IS DRIVING AN EXPENSIVE VEHICLE THEY AUTOMATICALLY GET THE REPAIR PRICES AND PARTS STUCK UP THEIR REAR ENDS!!!! I DON'T EVEN BELIEVE YOU PEOPLE EVEN CHANGED MY OIL LIKE I WAS CHARGED FOR BECAUSE MY VEHICLE IS DRIVING SLUGGISH AND HESITANT LIKE IT WANTS TO STOP. I DON'T TRUST YOU BUNCH OF CROOKS, I WILL NEVER PURCHASE ANOTHER VEHICLE FROM CARMAX, AND I HAVE REPORTED MERRIVILLE CARMAX TO THE BETTER BUSINESS BUREAU AND I PLAN TO PUT THIS INFORMATION OUT TO ANY AND ALL MEDIA THAT WILL LISTEN. I HAVE MY PRINTOUTS AND THE OLD BULB, "NOT THE *** HEADLAMP", AND IF YOUR TECHS, REPAIR PEOPLE, AND YOUR SERVICE CONSULTANT STAFF DON'T KNOW THEIR JOBS MAYBE YOU NEED TO HIRE SOME NEW ONES. I'M SURE I'M NOT THE FIRST CONSUMER CARMAX HAS DONE THIS TO AND WHEN I'M DONE HOPEFULLY I WILL BE THE LAST. I PURCHASED THIS VEHICLE CASH TWO YEARS AGO, I HAD NOT HAD IT A YEAR AND I WAS TOLD TO TAKE THE VEHICLE BACK TO INTERNATIONAL IMPORTS IN TINLEY PARK BECAUSE MY CHECK BRAKE PADS LIGHT WAS COMING ON, I TOOK IT TO THEM UPON CARMAX INSTRUCTION AND THOSE BASTERDS CHARGED ME TWO THOUSAND AND FOUR DOLLARS FOR BRAKE, PADS, ROTARS, THE WHOLE NINE YARDS FOR A SUV I HAD NOT HAD BUT EIGHT MONTHS. I BROUGHT THE INVOICE BACK TO CARMAX TO SHOW THEM HOW MUCH I HAD TO PAY FOR A COMPLETE BRAKE JOB FOR A VEHICLE I HAD NOT HAD A YEAR YET, I WAS TOLD THERE WAS NOTHING THAT THEY COULD DO ABOUT THAT, I SHOULD HAVE LET CARMAX CHECK THE PROBLEM FIRST. I CAME TO CARMAX FIRST AND YOU DIRECTED ME TO THOSE CROOKS!!! I WILL NOT STOP UNTIL SOMETHING IS DONE ABOUT THIS BULL? IT IS TOO BAD THAT COMPANIES SUCH AS CARMAX AND THEIR PARTNERS INTERNATIONAL IMPORTS ARE STILL IN THE BUSINESS TO LIE AND STILL FROM THE CONSUMERS WHO PURCHASE THEIR MERCHANDISE!

November 25, 2011, I took my vehicle to CarMax located in Memphis, Tennessee for a wheel rotation and balance. I told the customer service rep, if I need an alignment go ahead and perform the test. The customer rep replied, I you want an alignment another appointment need to be made because today's appointment is for wheel rotation and balance. I replied, if my car need an alignment the test would not be done. The CarMax customer service rep replied, we only have three Technicians today and one is certified for oil change and wheel rotation and balance. How ridiculous! I did not want to take a chance my car needing an alignment after the tires had been rotated.The customer rep replied, sorry.

Bought a car took it in for service had some problems, it was just a few days after the sale. So warranty was still good not to mention car was under 36 k factory warranty. They said nothing was wrng. I left and a few weeks later when back with a receipt to hopefully get a refund since my repair bill matched exactly my original claim: well. Not so easy! After all is the car business and they are there to get as much vprofit as possible and not give you anything for free. I know because I was in the car business for a long while. After getting to tell the same. Complaint story to three incopetent people that kept saying they were the one to talk to. The true is everybody was to be a. Hero but nobody wants to take responsability., they came up with excsess of why not to pay me andthey did! Did not get. Pay but the way I see that is the greatest inexpensive way of telling 1oo people why not but at Carmax.......

My mother purchased a 2002 Jeep Wrangler from Carmax on Dec. 2, 2009. The car was acutually purchased for me to get to work. When we purchased the Jeep, the salesperson told us the car had a clean carfax. And its funny cause when you walk into a CarMax they promote that and even in their TV advertisements. We decided to trade in the Jeep this past week and while making the deal for a newer car, the salesperson gives me a copy of the carfax that shows the jeep was involved in a car accident in 2003. So here we are, we have a loan through Carmax financing for a vehicle that does not have a clean carfax, we can not trade it in because the value of the jeep decreased because of the car accident in 2003. I feel for all of the people that have written a review about their experience. It can happen to anyone even a person like myself who is in law enforcement. But I will just continue to press this issue to get it resolved.

I went to sell a car to them for a friend who lives out of town. Keith Menacker has horrible customer service skills. He actually thought I was being a smart *** and he threatened to have me removed form the show room. He didn't want to deal with me because they make a low commision on purchasing cars outright.I would never recommend anyone to take there car there or purchase a car From Car max in Schaumburg IL. Never never never go there to have them purchase your car. I'm shocked a salesmen can get away with this. I will never go there again...