CarMax

Ive had the absolute worst experience with CarMax this week.

Ordered and paid for car on 12/20, to be delivered from RI to NJ - not a far trekexpected delivery reported as 12/22-28.

Online tracking showed no movement as of 12/27. I called and the automated system indicated it was delivered 12/27 and would be prepared for me to test drive.

9am - I called and asked how tracking could show car in RI and automated system says its in Jersey? An associate there confirmed the car had not left RI yet - said hed look into it and get back to me by Noon. I waited until 1:20 with no answer so called again. Different rep, same story with promise to speak to a Manager and call me back with more info by 3pm.

I waited until 3:20 with no answer so called again. I requested to speak with a Manager - he told me he would look into it and call me back in 10 minutes. He did, and said hed call the RI store to make sure the car was on a carrier that day and would likely be delivered 12/28. On morning of 12/28 Online tracking still showed vehicle had not left RI.

I called at 9:30am - the representative told me the NJ store was not opened yet, but he would pass a message along to have Management there reach out to me as soon as they opened 11am. I never heard from them, waited until 2:45 and then called again. The Manager apologized, said the car still hadnt left RI, and blamed the third party transport company. I asked to speak with that Managers supervisor and he put another rep on the phone - come to find out later he was just another manager at that location, NOT a managers supervisor as I had requested.

He told me hed call the third party transport company to find out if they can get the car on a carrier that evening for delivery 12/29, and that hed get right back to me. I waited until 4pm - again with no reply as promised - so I calledagain. The manager told me he could not get an answer from the third party transport company and that he could not get in touch with anyone from the RI store to help - I replied you cant get in touch with a business partner - internally - to get some answers about why this car isnt shipped yet? He replied he attempted to but could not get anyone on the phone or make contact with a RI CarMax employee.

4:15pm I hung up the phone, called CarMax in RI and immediately got in touch with an associate there without a problem

She explained that they cant do anything, all had to be initiated by the NJ store. I asked her to call the Manager in NJ to ask him to get something done, and to have him call me back. Rather than the Manager calling me, I got a call from a general service rep at 4:50 who asked me to go over the details of my concern again, on a recorded line.

Morning of 12/29, Online tracking still showed the vehicle sitting in RI. Automated phone system still reported the car delivered to NJ on 12/27.

I checked Online Tracking several times throughout the day with no movement of the vehicle evident. Called the NJ store at 5:45pm. None of the Managers I had spoken to previously were working, so spoke to a new Manager who said shed look into status and call me back. She called back at 6:20 to tell me that a Logistics manager reached out to the third party transport company but they had not yet gotten a reply.

She promised to get the Logistics Manager and a General Manager on it and that someone will reach out to me with an update tomorrow I wont be holding my breath.

At this point, I could have driven to RI myself to get the car and I would have been done days ago

Ive wasted countless hours the past 3 days and had 10x more headache than if I had just gone to a dealership and dealt with the hassle of negotiation. I was willing to pay a premium for this car, understanding it would cost me a bit more to avoid the typical car buying haggling process.

So much for CarMaxs claim of easy, no hassle process

I really wanted to love this experience but it has been a complete nightmare. Never again

Do yourself a favor - try CarVana or Vroom

Hello my name January 10th about my 2016 Volkswagen Tiguan that was never fixed correctly at the car shop they told me they replaced the engine in the alternator and after they did that it was having electrical problems in the shop said that the alternator and the Engine and everything was covered by the warranty company that they was going to pay for everything. The car shop called me and told me the car was still not running correctly after they fixed it and that I owe $1100 to them so Carmax asked me to ask them why did I owe them $1100 when it was supposed to be only 250 for the diagnosis fee so I respect out to Carmax voluntarily told them to come and get the car cause I wasnt getting ready to pay $1100 for a car thats not running in the car shop said that the warranty company said I was responsible for getting it towed to another car shop to get it fixed correctly Which will be $360 and another diagnose fee I dont have money like that just to keep paying different car shops The first car shop paid the car for two months in the car is not fixed correctly I tried my best to work with Carmax about the car.

I even asked to get the car traded in for a better running car. I was told that I would have to pay to get the car towed to them and then I will also had to pay a down payment, and they will also have to run my credit score again and I was with Carmax for 2 1/2 years bought a car and traded it at Carmax for the Volkswagen, which I already put a down payment down when I traded in my car so I figured that it wasnt fair for me to pay another damn payment for another car because they sold me a car that had problems. I reached out to Carmax several times and told them they can have the car back. I voluntarily give the car back to them which they need to come and pick it up from the car shop The car is at Automax in Dublin, Georgia.

The car shop has both keys to the car.

because Im not happy about how the car is not fixed and they still want me to pay for a card its not running correctly. Why would I keep paying for a car that I cant drive and Carmax is not trying to help me out with the situation so I will not recommend none of my friends or no one to deal with cars from Carmax because of the bad experience I experience with them so please come and get the car I dont know how many times i have to tell them that

CARMAX SERVICE TEAM IS DANGEROUSLY INCOMPETENT-DO NOT USE! A "popping" sound came front the front end of my vehicle when turning.

I had purchased the vehicle from Carmax with extended warranty, thus had their service team diagnose and fix the problem. Carmax kept saying it was an "axle" problem and allegedly replaced axle shaft assembly FOUR TIMES. The 5th time we took it to Ford Obrien, and they diagnosed the problem within 15 minutes. Turned out the axle was not the problem but the steering rack had BROKEN CLEAR THROUGH.

Obviously the vehicle was not safe to drive, even after 4 "repairs" from Carmax. Obrien fixed the issue and I have had no problems since from it. HOWEVER, the turbo was replaced last year by Carmax, but we just found out they did not install the filter (parts invoice below clearly shows a filter was not included hence not installed) and used the wrong stud/tightened it too tight on the valve cover, causing it to crack and leak oil. We took the vehicle back twice within the year for smelling burning oil, and Carmax said engine was covered in oil but it was fine, just needed to be cleaned.

Turbo went completely out last week while driving on the interstate. Now I am fighting Carmax to at the very least pay Obrien to fix it, and I do mean fighting!!! Carmax will never touch are vehicle again. We have been dealing with this for over two years now, so my review is not based on a single isolated incident, but rather a pattern of repeated behavior.

Interestingly enough Carmax recently settled a law suit with 36 states claiming they were knowingly selling lemons to customers.

Again, pattern of behavior. BUYER BEWARE!

My mother died in July of 2021. She had purchased a car through CarMax.

Grieving - I went to them to see what to do since payments were still owed. They advised they would buy back the car and sell it at auction. Any leftover funds would be sent to me to handle etc. She left no will, and my sister and I were named executive of the estate.

They first sent the funds in my Mother's name, which was incorrect. We advised them they needed to be written out to the ESTATE OF... they fought us on where to send the checks to. Since her condo was sold, I needed them to send the check to me.

NOPE. They wouldn't allow that - no matter how many court orders and Judge orders I sent them stating they needed to remit payment to the ESTATE OF and to MY address... they ignored it said they can't. Months went by of calling weekly - we got story after story of where the check was, was it sent, was it not sent.

To this day we have yet to see the check.

It has been AGONY trying to get anyone at this corporate level to even follow through on their word. It is truly disgusting how they handle business.

Bought car 2018 Chevy Equinox 11/25/23. Drove car until it needed maintenance.

Under the 90 day warranty. Appointment for Friday, 2/16/24. Car needs oil pan. And check noise when you rolled back windows down the noise sounded like bubbabubbabubba etc.

Like a tire or axle or the back end. Could be the mechanism for the power window was going bad. Anyway, my car still in the shop and job should have been done. I know my car has been bump back because other cars, paying customers cars are more important than mine.

Not so. If you do appointments you do the jobs in the order they come in I have been patient This is now 3/10/24 and I still have no car. I do have a loner, but it is not my car. I am tired of the excuses, The tech has other big jobs ahead of you.

The tech had to leave due to an emergency. The tech had to leave for the rest of the day and one day the tech didn't show up. Your part has not come in yet. Enough is enough.

If you can't fix my car then get it out source to one of you CarMax Partners to get the job done in Henderson, NV. No wonder the ratings you get is discrasing.

If I take a survey right now, your lucky to get a 1 rating. Not a happy customer

I bought a 2011 HONDA civic with over 25000 miles at the time they told me that it was in excellent condition. The check engine light came on the 2nd day and after many attempts to have it fixed I ended up purchasing a new engine so that I could pass state inspection in Maine.

I also had to replace the rear view mirror, exhaust system, brakes that went bad a month after I purchased the car and tires since the tires that came with the car were wrong. In addition I found out that the blue book value of this car was not 5 thousand like car max said but 1,200.

My credit card are now Maxed out because of the cost of replacing the parts and engine, and my loan with their so called financing company (crooked American Credit went up from 326 to 526.00 and they threatened to take this car if i don't comply and pay the 526.00 Meanwhile I need a car and have no choice but to pay.

I am currently dealing with an issue with my car for over two months now. Now, even though it's not critical to the safe operation and use of the car.

The simple fact is, it's broke and covered under warranty now fix it. But here is where the true problem lays. If I'm having this much trouble with a smaller issue. How is it going to be when I have a major issue like transmission, computer, etc?

That is what I worry about and I've been told tons of excuses, poor time management, scheduling issues, and the main branch Manager Kevin will not return phone calls or messages.

I ended up having to call corporate and starting a case. Stay tuned, Im still dealing with and no time frame in place for resolution.

I have been dealing with my 2012 chevy equinox not working correctly since i brought it from you all.I am paying on a car that has been in the shop atleast 12 times.This is the worst experience i have received.My brakes was suppose to be changed in june of 2023 and they were not just adjusted, i took it back in september 2023 and carmax told me they could not find anything.I work two jobs and making payments on a car that can not get me to either of my jobs.I have called Braedon at the lexington office and nothing.I need a reliable car or i will have to get some professioanal advice on how to deal with this.I can't take a ride on the interstate since i got this car too afraid it will break down again!!

Good Afternoon,

I am complaining as a long time customer of CarMax with a purchase of a vehicle over a year ago at 25560 Madison Ave, Murrieta, CA 9256. My wife was given a replacement car from CarMax for one that was wrecked in an auto accident roughly a year ago.

Since then the car that was provided has needed repairs 5 times, and my wife has constantly been given loaner cars. I have been away for a year for work and on the 7 trips home, I have never actually seen the car that my wife owns.

Currently it is being repaired again at CarMax, and the offer that was stated according to Company Policy is that they would purchase the vehicle back with the remaining outstanding balance of over $3,500 was paid by us.

I understand that CarMax has a policy for this, I just want to state that if this is the option that we go with for a vehicle that CarMax can clearly not fix.

Then we will be walking away from purchasing a vehicle from your company ever again. My wife especially is very dissatisfied with the service & vehicle received.

This is our third vehicle purchased from CarMax and will be our last if this is the only option that the company provides to us, due to policy.