CarMax

Dave 

on BBB

4 years ago

Attempting for 3 days to reach someone on the phone at Carmax's Burbank, California location. It is proving entirely impossible to do so. I am at a complete loss, I just need a simple question answered by a real person, would take 30 seconds total and just cannot get anyone to pick up the phone in any department. I understand being busy, I don't understand this. 

Kaitlin H 

on BBB

4 years ago

I can't even give Carmax a 1 star. The company as a whole has wasted my time. I bought a **** ****on April 3rd (Saturday) at one of the Jacksonville, Florida dealerships. I was so excited as this was my first big purchase since my divorce. When i was handed the keys, after the long process, I was told by the salesman that something was wrong the key, it just need to be re-pogrammed. He said this because the car didn't start every time. It would turn over several times before starting it. I came in on April 5 (Monday) as dire... read more

Jason H 

on BBB

4 years ago

Terrible Customer Service. I needed to purchase a truck and having previously purchased two vehicles form CarMax, I felt it was a safe bet I would find what I want and receive decent service throughout. Boy was I wrong. Apparently at some point they have let their standards slip on every front. The quality of the vehicles as well as their employees has gone straight down and bottomed out. I paid to have a ***** ****delivered from Texas, saw a few items in the pictures before hand that should have been pointed out by CarMax, ... read more

John E 

on BBB

4 years ago

This was at the Short Pump, West Broad location in Richmond, VA. This was the worst experience I have ever had with any dealer for a car. I went in to help my mom buy a car that would work for her due to having to have a scooter now. We did all the paperwork, gave them all the bank info they needed, spent almost 6 hours in the building going over paperwork and told it all passed but it had to be sent to the lender who had to look over it, this was on a Sunday. So I call back on Monday to see if there was an update, told the ... read more

Heather 

on BBB

4 years ago

On April 8, we paid to have a car transferred from LA to Sac. The car arrived to Sac a couple weeks later. As soon as it arrived, we called Carmax on April 24 to see when it would be ready to take for a test drive. They told us they were still cleaning it and getting it ready and that it would be ready for us no later than Monday, April 26. We still didn't hear from them all that week. I got a call on Sunday, May 2 saying that they tried contacting me on April 23rd and 27th (not true and we talked to them on April 24 and the... read more

Latoya J 

on BBB

4 years ago

Car max wasted my time and allowed my to have my credit ran only to tell me a car I had transferred in was not available for me to buy after I went through the whole process with my credit union. They still had the car at my location but told me I could not buy because another customer requested to have the car transferred after I had been talking to an associate Mike back and forwards several times. He assured me the car was on hold. To me this was my worst car buying experience. 

Stephen P 

on BBB

4 years ago

My eye opening experience >> I thought I’d give Carmax and the whole online car buying thing a try Oh Wow!! After reserving a vehicle they send you a bunch of messages/ emails saying that the car is reserved just for you! Someone will call you 10 min later get all your info (I feel like it is how they build there database up info=money) they spend 20 min of your valuable time asking questions then they say oh whoops looks like someone else reserved the car (the same car that is reserved just for you?) they followed up by tel... read more

Daniel K 

on BBB

4 years ago

On April 27, 2021, I received an update on my credit report about a CarMax Auto Finance Loan in my name from 2010, which was open until 2016. Knowing that I didn’t sign or co-sign for a loan I called CarMax Auto Finance on April 28, 2021 and they verified that this was not my account. I provided the last four digits of my social security number, followed by my full social security number. In doing so, they acknowledged that this was indeed not my account, but asked for 24 hours to figure out what happened and would call me b... read more

Stacy P 

on BBB

4 years ago

If i could not select any stars, I'd feel better. Not only did I ask if the vehicle I purchased had been wrecked, and was told no, I was also provided documentation stating the vehicle HAD NOT BEEN WRECKED. I have legal documentation from Carfax and the documents I was provided by ****** completely omitted the wreck my vehicle had been in. That entire year, in fact, had been omitted from the report I was provided by CarMax! To be continued!