CarMax

Raquel S 

on BBB

2 years ago

I recently purchased two cars from CarMax, and both turned out to be faulty I had to return both of them.The first car I bought on the surface, seemed to be in good condition. However, after driving it for a few days the engine was making noises and it kept dying on me. I Took it in to service. After a couple weeks I got it back and the problem was still there. I immediately returned the car and asked for a refund, which I was told I had to exchange the vehicle. Thinking that this was just a one-off incident, I decided to gi... read more

Nichole N 

on BBB

2 years ago

First I get a car transferred. Once the car was at the location I was told it hasnt passed inspection. But they would not give me my shipping fee back. Ok, then I find another vehicle that I liked. Submitted the application, got an approval I was comfortable with. Sent all the required paperwork because I wanted to do express pickup. The following day I received a call saying there was a glitch in the system so my cat was taken off reservation and someone was in the process of buying it. I go online and the cat is still list... read more

Michelle H 

on BBB

2 years ago

Found a vehicle that I wanted after I had been searching everywhere for nearly a month. The vehicle was located on the east coast, and I am on the west coast. I submitted a request for a walk-around and had specific questions about the vehicle and certain features. It took a few hours, but I got the answers - this vehicle was somehow the needle in a haystack I had been looking for. The only way they could have gotten these answers was by looking at the actual vehicle. We reserved the vehicle for transfer and paid the TWO THO... read more

Julie K 

on BBB

2 years ago

TOTAL BAIT AND SWITCH. I got a computer generated price for my car. I called to ask about a price adjustment because the car has a new hybrid battery with warranty. The person on the phone told me to come for an in-person appraisal to get a price adjustment. So I drove there today (40 minutes in a huge rainstorm), only to be told that they do NOT do any price adjustments. When I asked why the person on the phone had told me the exact opposite, the guy literally shrugged. HORRIFIC customer service. 

Carla L. 

on BBB

2 years ago

I wish there was a way to leave negative stars! They absolutely do not deserve one star. That is too high of a rating. In July 2022, I purchased a van from the ************** location and my family and I drove across country. Within 4 days of arriving to our destination, the car was in the shop twice for over 2 weeks. This vehicle had major SAFETY issues. Since it is a van, it has side doors, well these side doors kept opening on their own, my daughter and granddaughter almost fell out of the van due to this horrible issue. ... read more

Gdgleaton 

on BBB

2 years ago

This place service department is horrible. Every time I have taken my vehicle to them for service I have left with other problems I did not initially have. I had my iPhone stolen from my center console while they took two weeks to replace an alternator. They do not communicate and no one ever answers their phone. I have a long list of problems with this place that would take too long to type but this place service department should be investigated because I believe they either do not have qualified techs working on vehicles ... read more

Greg T 

on BBB

2 years ago

Ive been trying to contact Carmax for 3 days. Ive been out on hold for over 10 minutes each time. Im trying to pay off my car. This is not good customer service. How can I speak to someone??? Its not hard, I trying to give you money and no one will answer. Not a good look!! 

Idaliz’s R 

on BBB

2 years ago

Came in for an appraisal appointment was at 2:30. Waited and waited in the waiting room no one came.While I waited all I saw was food delivery. I guess sales only think about eating instead of working. Sadly they lost a customer. 

Alfred C 

on BBB

2 years ago

Yesterday we found a 2019 used Lexus on the *********** Car Max website that we wanted to test drive. We signed up for the test drive and an appointment was set up. As it turned out however CarMax set up an appointment for a different car, of the same make and model, and that was more expensive (by $10,000) than the one we had requested to test drive. In searching again for the car we had just seen advertised it was nowhere to be found. Seems to have been a classic bait-and-switch tactic/Another thing: After signing up for t... read more