Skip to content
  • Login
CarMax

CarMax

www.carmax.com
What is your customer experience with CarMax?

CarMax Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • CarMax has 1.9 star rating based on 531 customer reviews. Consumers are mostly dissatisfied.

  • 7% of users would likely recommend CarMax to a friend or colleague.

  • Rating Distribution
  • Pros: Selection of cars, Variety of cars, Friendly.
    Cons: Customer service, Service manager, Car histories.

View full overview ›

Media from reviews

CarMax - Not up front about my Subaru being rusted out underneath from previous flood or...
CarMax - Not up front about my Subaru being rusted out underneath from previous... - Image 2CarMax - Great Problem of car and bad serviceCarMax - Great Problem of car and bad service - Image 2CarMax - Great Problem of car and bad service - Image 3CarMax - Great Problem of car and bad service - Image 4CarMax - Sold me wron car
View all media ›

Top CarMax Reviews

Positive Review

"Warranty issue"

stars-rating stars-rating stars-rating stars-rating stars-rating

The car is at the local Dodge dealership getting repaired; so far, so good. I'm very happy with CarMax's excellent customer service. User's recommendation:...

Critical Review

"Promise for repair not kept after making the sale"

stars-rating stars-rating stars-rating stars-rating stars-rating

EXTREMELY DISAPPOINTED. Sales makes promises they cannot or will not keep. I test drove a car and noticed an issue with condensation in the taillight. I let...

Show reviews that mention
car service customer service issue manager warranty vehicle problem customer business
Filter review
Sort by
Joy P Cda

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Fort Lauderdale, Florida

Promise for repair not kept after making the sale

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

EXTREMELY DISAPPOINTED. Sales makes promises they cannot or will not keep.

I test drove a car and noticed an issue with condensation in the taillight. I let the salesperson know and was told they would take care of it after I purchased the car. He gave me the business card for the Service Dept. to set up an appointment.

When I called they knew exactly the car and the issue and set up an appointment for me to have it fixed. At the appointment I was told that it is not a mechanical issue and they would not fix it. I spoke to the manager and was told that if I'm not happy my only option was to return the car. UNACCEPTABLE AND RIDICULOUS.

They make promises that won't be kept in order to make a sale. I will not be going back in the future - not for a purchase and not for service.

View full review

User's recommendation: Beware!

Liz M Baq

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Murfreesboro, Tennessee

Not up front about my Subaru being rusted out underneath from previous flood or ice and snow!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
CarMax - Not up front about my Subaru being rusted out underneath from previous flood or...
CarMax - Not up front about my Subaru being rusted out underneath from previous... - Image 2

If you buy a car from Carmax, you really should have it inspected right off the lot. Regretfully, I did not do this and now, after only two years, I am spending $4,367.00 today to replace rusted-out parts (possibly due to being driven in snow, ice, or underwater). These parts include two rear wheel bearings, one wheel hub assembly, one control arm, two rusted-out brake backing rear plates, and this does not include my air compressor going out a week after driving it off their lot.

View full review
Loss:
$4670
Pros:
  • Nice employees
Cons:
  • Dishonest practices

Preferred solution: Apology

User's recommendation: Do not drive off a CarMax lot without getting car inspected!

Carolyn T Muo

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Naperville, Illinois

They scammed me from day one

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Apr 24, 2025

Nope not resolved yet. They say they are going to fix it but they are telling me the parts won’t be in until 60 days

Original review Apr 09, 2025
If I could give zero stars, I would. I purchased a 2017 Infiniti Q50 Premium from CarMax Naperville in 2020, and it has been one of the worst car-buying experiences of my life.
I was told the vehicle was a well-maintained lease return, had a clean CarFax, and was CarMax Certified.

All lies.
After pulling the real CarFax myself, I discovered The car was in a moderate accident (front, side, and rear) It had been purchased at auction It had no oil change for over 2 years and nearly 13,000 miles before I bought it It was labeled as a Carmax certified even though it was in an accident, had dry rotted tires and didn't have an oil change in over two years. It had no oil change for over 2 years and nearly 13,000 miles before I bought it
CarMax did no maintenance, sold it at a premium, and misrepresented its condition. Fast forward to nowmy engine and turbos have completely failed, and their MaxCare warranty (which they also own) denied the claim, blaming me for pre-existing issues I didnt even know about. They claim there was no oil in the engine but I just got an oil change and my son drove the car to carmax and NO OIL LIGHT WAS on.

They didn't even investigate why the oil light didn't go on. I don't even believe them about the engine being blown up. Also maxicare and Carmax is owned by the same people. If you dig deep you will see that Maxicare is owned by CNA Warranty who is owned by CNA Financial who is owned by Lowes Corp who is owned by none other than the corrupt Vanguard.

HMMMM Carmax is owned by JP Morgan, drum roll they have the same exact shareholders. Same company.

The sales lady told me they have nothing to do with each other.
Ive filed with the FTC, Illinois Attorney General, and will be filing a lawsuit as well as getting this on the news. People please be careful when buying from crooked CarmaxDon
View full review
Loss:
$30
Cons:
  • Lied about everything

Preferred solution: Either fix my car with the extended warranty that I had or give me all my money back

Nanette M Iyg

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Myrtle Beach, South Carolina

Sold me a car they didn't own

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I found a car online at a Carmax in a different state, but I was 90% sure it was "the one." I paid to have it transported to me and took it for a test drive. I took a day to think about it and decided to go ahead and purchase it.

I did all the "trade-in" paperwork online in order to speed along the process and also completed the online financing / approval online before I arrived to pick it up.

When I arrived, we first processed my trade-in, which went relatively smoothly.

I then handed over the title and keys to the car. Next we began the purchase of the new car. After sitting at the "salesperson's" desk for about 35 minutes he came back and said "This is really unusual, I've never seen it happen before - but we don't have the title to this car. We bought it from an auction and THEY never took the title from the original seller - so we can't solve this, we are at the mercy of the auction house to get the title."

Next we spent about 10 minutes transferring the car I came in with BACK to me.

They had already filled out the back of the title, so now I have to go get a new title from the DMV (you have to show up in person to do that) which they will reimburse me for IF I GO BACK to them and show them I got the new one. They also offered to buy me dinner, but instead of giving me a gift card to Olive Garden or Chili's, which are both right next to them, they wrote on the back of a business card $50 - bring the receipt back to them. They also reimbursed me the $99 I paid to have the car shipped to my local CarMax.

I think they did all they could to rectify the situation, but WOW what a HUGE ERROR on their part.

They put a car up for sale that they didn't even own!

I've been shopping for a car for 3 months and finally found "the one," and now I have to start over. VERY FRUSTRATING.

View full review
Pros:
  • Well informed sales person
  • Very friendly

Preferred solution: I want that car - how do I get it?

User's recommendation: They created work FOR ME

1 comment
Guest

I want to get a 72 count box of Hot Wheels unopened how do I get it

Koryn Ivd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Largo, Florida

Questions that need to be answered!!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Hello to whom this may concern,

Ive been without my car on and off for months upon months. Ive spent $100s of dollars to fix this unreliable car that Ive only have for two years.

CarMax SUCKS. They give you broken car that end up *** the bed months down the road. (Excuse my language)

I cant tell you how many times Ive broken down, head gasket blowing up, oil leaks, alternator going, battery *** the bed TWICE!!!

I barely drive my car as it is but I swear theres problems after problems and spending all this damn money on Ubers and having to bother friends or family for rides is starting to get ridiculous!

Im not spending another dime on this damn car because Im having to spend alllll this money FOR WHAT? For it to happen again??? Unless yall give me a new car because IVE HAD IT!!! I dont know where yall think Im pulling all this money out of but I should be owed for things that should of been taken care of with the warranty I paid for.

View full review
Pros:
  • Nice people
  • Cute car
Cons:
  • Sell you broken cars
  • Expensive

Preferred solution: New car. But they want me to pay $1000s even with trading in my car.

Larry N Bis

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Wayne, New Jersey

Great Problem of car and bad service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
CarMax - Great Problem of car and bad service
CarMax - Great Problem of car and bad service - Image 2
CarMax - Great Problem of car and bad service - Image 3
CarMax - Great Problem of car and bad service - Image 4

I purchased a 2019 Nissan Rogue from Carmax Wayne NJ shop on September 27th, and then the nightmare began. First of all, the car's air conditioner started rattling loudly after a week, and the brakes began to loosen up.

Worse still, I was on one of my trips to Manhattan to pick up my sick girlfriend when the engine suddenly broke down, smoke started coming out, and coolant began overflowing everywhere. I was stuck on the highway all night waiting for a tow truck and ended up paying over $500 in towing fees. Then, when I reported the problem, Carmax displayed amazing incompetence. Customer service informed me they didn't have time to fix my car even though it was purchased just a month ago and was still under warranty.

My last repair appointment was supposed to be on November 6th – originally to fix the air conditioning – but now they have three problems to resolve. On November 6th, nobody provided me with any feedback, so I'm still unclear about what exactly is wrong with my car, how long I need to wait, and I'm not entirely sure someone actually inspected my car. Calling customer service only resulted in me being informed that I couldn't reach a technician and I should just wait.

I need Carmax to fix my vehicle as soon as possible or simply refund me. Translated with DeepL.com (free version).

View full review
Loss:
$17700

Preferred solution: Full refund

User's recommendation: do not buy car in carmax

Graylon Qla
map-marker Olivehurst, California

Ugly costermer service

I was contacted by a carmax costumers rep that was very helpful and got me approved we got the truck shipped and all that was needed was to bring my drivers license and proof of insurance and sign but the person at the carmax was very disrespectful and ugly in the way she greet me and told me that my approval was not valid

View full review
Darryn Uek
map-marker San Diego, California

Transmission not working. Need to start my top teir warranty

My truck broke down do to the transmission failing at 1st and 2nd gears. Barely made it home.

I need to connect with the warranty (Max Care)

View full review
Amanda R Zkp

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Melbourne, Florida

Fraudulent Business Melbourne FL

Updated by user Dec 08, 2024

Update, didn't get car back until 12/2. They said it was the battery and the fact that the battery connector they put in the first time was a cheap part and already went bad.

So, they changed both of those out.12/8/24 CAR WILL NOT START AGAIN.

Sitting in my driveway broke down and I can't get anywhere this weekend.Conveniently no one ever answers the phone at the Melbourne shop before noon any day of the week and cooperate offices are closed on weekends.So as a consumer, they can ruin your entire weekend, but they have no one to answer the phone.I want a 100% refund on this lemon and the warranty, and I want them to pay half of my car bill since they had my car for weeks on a vehicle I am paying for. Additionally, refund the car mats I purchased, and window tints I put on before realizing this was a LEMON that breaks down WEEKLY.

Original review updated Dec 08, 2024
I bought a 33k Toyota from Carmax Melbourne on 8/21/24
I brought my car to Toyota 11/1/24 because all of the electronics kept shorting out, the battery kept having to be jumped and the power steering kept going out.
Toyota said it was the alternator, and it had to be replaced.
CarMax Melbourne refused to pay for the replacement and towed it to Melbourne (1.5 hours away from me). There mechanic said the alternator was fine, and it was simply a battery connector.

So, they changed $20 part. I had to drive the 3 hours round trip with my husband, both of us missing work to get a loaner car. Then we had to drive 3 hours round trip again to pick my car back up.
I have driven it for less than 2 weeks and the exact same things are happening. All electronics are failing, power steering is failing, battery keeps dying and needs to get jumped.

Car Max Melbourne towed it back up on Wednesday 11/20/24 and I have received zero updates. I am expected to take off of work to drive 3 hours round trip to get a loaner car again to fix a problem that they were aware of two weeks ago. When the manager finally called me several days later, he didn't even know my car was sitting in his lot!
This is now affecting both mine and my husband's lively hoods. I have missed my children's sporting events due to this and there is not resolution.

They have sold me a LEMON and are refusing to FIX it. They want to slap the cheapest band aids on it and hope they get me past the 90 days so they don't have to repair the car. I want to cancel the contract and get my money back. This is shady business practice; it should be illegal!

They are not being any help and are telling me they won't even be looking at the car until next Tuesday!
Update, didn't get car back until 12/2. They said it was the battery and the fact that the battery connector they put in the first time was a cheap part and already went bad. So, they changed both of those out.
12/8/24 CAR WILL NOT START AGAIN. Sitting in my driveway broke down and I can't get anywhere this weekend.

Conveniently no one ever answers the phone at the Melbourne shop before noon any day of the week and cooperate offices are closed on weekends.

So as a consumer, they can ruin your entire weekend, but they have no one to answer the phone.
I want a 100% refund on this lemon and the warranty, and I want them to pay half of my car bill since they had my car for weeks on a vehicle I am paying for. Additionally, refund the car mats I purchased, and window tints I put on before realizing this was a LEMON that breaks down WEEKLY.
I
View full review
Loss:
$35000
Cons:
  • Use cheap parts in to bandage problems so they dont have to fix

Preferred solution: Full refund

Anonymous
map-marker New York, New York

Kandırıldım arızalı araç sattılar bana paramı geri istiyorum araç bir haftadır zaten satın aldığım yerde

Ben Carmax Wayne şübesünden araç aldım aldım alalı su damlatıyordu geri götürdüm tamir edicez dediler sonra hiç bir şey yapmamışlar bitti araç dediler bana kazalı bozuk arabayı verdiler araç bir haftadır onlarda ben bu şübeden şikayetçiyim bozuk aracı istemiyorum ve 8 bin $ paramı da geri istiyorum

View full review
Nicole H Sva

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

3rd time my car needs service for same issue

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I bought my car approximately on July 3 and about a week later, I got an error warning that essentially turns off all the navigation, the radio, the lane assist - everything that really matters. I took my car in.

They said it was fixed, but it is not. The most recent time, I got my car back about a week ago and the same error code turned off all the features today. The next appointment they have available is on December 18, and once again, they're going to offer me a rental car, on which I have to put a $100 deposit that I can't afford. The last time they had my car, it was about for seven days.

I need some sort of resolution to this problem and they need to fix my car, which is still currently covered under the original warranty. I have had this issue escalated to their customer service department, but even that has not helped.

View full review
Cons:
  • Terrible customer service
  • Not truthful about pre sale inspection

Preferred solution: Full refund

Anonymous
map-marker Las Vegas, Nevada

CarMax, takes advantage of people with little money and stick them with expensive poor quality vehicles and super high interest. Over thirty percent. So the poor person ends up paying three times the

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Be straight up with young families and don't bear them in debt on a vehicle that the transmission goes out in it the front year.

View full review

User's recommendation: Check the interest rates.

Avtar G Hhu

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Kassel, Hesse

Sold me wron car

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
CarMax - Sold me wron car
CarMax - Sold me wron car - Image 2
Contains 2 confidential files for company representatives

I bought the Toyota Highlander hybrid 2020 from CarMax Newark Delaware. I need hybrid to get more gas mileage because I am driving Uber .

All the sales paperwork saying it is hybrid. I took the car to Maryland inspection station they find out it is not hybrid!! I paid hybrid price and lose all most my one month to make this deal . I am making $8000 to $9000 per month !

I lost lot of money due to CarMax fraud ! It is fraud !

View full review
Loss:
$10000

Preferred solution: I like to buy Toyota Highlander hybrid year from 2020 to 2023 with 30000 to 45000 miles on it but want big discount due to my one month earnings loss and for cheated me .

User's recommendation: Never buy car from CarMax

Joseph G Lzv

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Danvers, Massachusetts

Too Big to Care

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I recently had a disappointing experience with CarMax that I feel compelled to share. I brought my car in, which the Kelly Blue Book valued at over $12,500, but, to my shock, they offered me just $8,400.

I worked directly with the manager, Kevin Hough, who was unfriendly, cold, and rigid throughout the process. I understand that CarMax has a no-negotiation policy, but there were glaring errors in their assessment of my vehicle. I even showed them on their website that they were selling comparable cars with similar mileage for nearly double what they were offering me, some listed for as much as $15,000. When I requested to open CarMax's site together and review the assessment, both the staff and Kevin flatly refused to address my concerns.

Instead of engaging in a constructive conversation, they kept down-talking me, emphasizing how much experience their company has and how large they are. To add to my frustration, I sat in the waiting room for hours, feeling ignored and undervalued. I was in desperate need to sell my car, and the lack of support and understanding from the CarMax team made the experience even more frustrating. It felt like they didn't care about my situation at all.

I expected a more customer-focused approach, especially given the significant difference in the valuation. I cannot recommend CarMax based on my experience and will be looking elsewhere in the future.

View full review
Loss:
$5000

Preferred solution: Apology

User's recommendation: Avoid selling here

Khaden Qns
map-marker Dallas, Texas

2024 ****R form

Need to talk to a body with regards to a Distribution of funds that were not received yet Im getting a tax form so that I can pay taxes on it. I dont remember my employee num from 2001 & without the employee num all my call gets automatically disconnected. I have been on the phone for hours trying to reach someone.

View full review
Anonymous
map-marker Henrico, Virginia

Carmax service depth would not fix an issue day after buying the car, they were rude and didn't care, now after having the car 5 months I have to pay for a sensor replacement

Shop folks very rude would not fix a sensor day after I purchased the car and now 5 months later I have to pay myself

View full review

User's recommendation: Do not buy at Carmax

About

Summary

CarMax is the largest used-car retailer in the United States. CarMax opened its first store in 1993. CarMax offers hundreds of cars, from Acuras to Volvos, at every store. Each car comes with a 5-Day Money Back Guarantee, and Limited 30-Day Warranty 60Day in Connecticut. Currently, the company operates 100 locations across the country. It is ranked as a FORTUNE 500 company, sold more than 2 million cars, and been named one of FORTUNE magazine's "Best Companies to Work For" five years in a row. According to the CarMax fiscal year 2009 report released on April 2, 2009, the company opened 11 used car superstores, including superstores in 5 new markets. The corporate office of the company is based at 12800 Tuckahoe Creek ParkwayRichmond, VA 23238 The customer service of the company is available at 804 747-0422800 519-1511Customer Relations Specialists are available to assist you Monday through Friday, 8:30 am - 8:00 pm EST.

CarMax reviews and complaints

CarMax is ranked 577 out of 3261 in Dealers category

Area Served

USA

Payment Methods

Why Trust Reviews on PissedConsumer?

  • Professional auto and live moderation
  • 100% user-generated content
  • Equal opportunity and protection
  • Zero tolerance for fake reviews
  • Verified content
  • PissedConsumer is on the Inc. 5000 list

For more information read Blog article