Information, reviews and public commentary for US companies

CarMax Inc.

Rating
0.625
Web
http://carmax.com
Address
12800 Tuckahoe Creek Pkwy.
Richmond, VA
23238
Contact
Thomas Folliard
Role
CEO
Phone
(804) 747-0422
Fax
(804) 217-6819
Employees
15,460
Twitter IDs
@CarMax
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Staci Taylor - 6 d 23 h ago

0

I bought a car 11/29/2017, it has been back in Carmax Norcross Service department at least 5 times now. The ESCL box locked, disabling my car 1/26/18, it's been 5 days, no car, and I have to pay $150 for a car I haven't had 62 days!!! This isn't fair. Please call me to make matters right. My vehicle still hasn't had the cruise control fixed or brake part ordered correctly from the last time it was in there.

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JacjsonFe@metro.net; newpurse62@gmail.com - 16 d 17 h ago

0

So I purchased an Infiniti QX70 from Carmax in Torrance, California, on November 3, 2017. I let the Sales person know which vehicle I was interested in. He informed me he would send for it and contact me when it arrived. I have been interested in purchasing an Infiniti for a number of years. I should have been excited, but I was just unable to be. I would not even test drive the vehicle. My mother, as well as my sister could not understand why I was not more excited. I kept telling them something just seemed off about the whole purchase. I just had a bad feeling. I had to constantly tell my sales person, (James Jackson), I had already been financed by my Credit Union, (Priority One). He continued to try and convince me to allow him to run my credit so that he could sale me the vehicle through Carmax. I was told to go to the dealership anywhere from 5-7 times, only to have my time wasted because I would not allow Carmax to take over the sale. It was very frustrating and I found it extremely childish. I was informed by my Credit Union (twice), I could go and pick the vehicle up. Once I arrived, more attempts were made to take the sale from my Credit Union and allow Carmax to have the sale. I left, (again), along with my mother and my sister. I started to receive several text messages from the sales person, inquiring as to how far away from the dealership I was? I should just turn around and come back, allow them to run my credit, it would only take a few minutes, why can't I just do it? I sent him a text. I informed him, it made no sense when my Credit has already cut a check for the vehicle. There was yet another wasted trip there. I was then informed he would just sale the car if I would not allow Carmax to finance it. I told him to go ahead and sell it. I then contacted my Credit Union. I told her, (Jamie Steinberg), I would not waste anymore of my time going up there. She informed me she would take care of it. Not to worry. After all that, and receiving the vehicle on November 3, 2017, along with the plates from the vehicle. I then received a bill in the from Department of Motor Vehicles in the amount of $406.00 due by January 20, 2018. I did speak with the Finance Department at Carmax as instructed by the Credit Union. I was placed on hold for quite some time only to be told, I was indeed responsible for the payment for the tags on the vehicle I JUST PURCHASED! At this point I really wished I had followed my instincts and purchased this vehicle with a different dealership. I would like to return to vehicle to Carmax as soon as possible. Carmax can return my money to me, and I can purchase the same vehicle from a different dealership. Please let me know just how soon this process can be done. Honestly I would like to just go and park it at the front door. Be sure and thank Carmax Torrance for a horrible experience. Nevermind, I'll be sure and forward a copy of this letter to them. Felecia Jackson LOS ANGELES METRO TRANSIT AUTHORITY Transportation Operations Supervisor Transportation Division 3203 630 W. Avenue 28 Los Angeles, CA 90065 (hidden) W I (hidden) W I (hidden) M metro.net I (hidden) Metro provides excellence in service and support. So I purchased an Infiniti QX70 from Carmax in Torrance, California, on November 3, 2017. I let the Sales person know which vehicle I was interested in. He informed me he would send for it and contact me when it arrived. I have been interested in purchasing an Infiniti for a number of years. I should have been excited, but I was just unable to be. I would not even test drive the vehicle. My mother, as well as my sister could not understand why I was not more excited. I kept telling them something just seemed off about the whole purchase. I just had a bad feeling. I had to constantly tell my sales person, (James Jackson), I had already been financed by my Credit Union, (Priority One). He continued to try and convince me to allow him to run my credit so that he could sale me the vehicle through Carmax. I was told to go to the dealership anywhere from 5-7 times, only to have my time wasted because I would not allow Carmax to take over the sale. It was very frustrating and I found it extremely childish. I was informed by my Credit Union (twice), I could go and pick the vehicle up. Once I arrived, more attempts were made to take the sale from my Credit Union and allow Carmax to have the sale. I left, (again), along with my mother and my sister. I started to receive several text messages from the sales person, inquiring as to how far away from the dealership I was? I should just turn around and come back, allow them to run my credit, it would only take a few minutes, why can't I just do it? I sent him a text. I informed him, it made no sense when my Credit has already cut a check for the vehicle. There was yet another wasted trip there. I was then informed he would just sale the car if I would not allow Carmax to finance it. I told him to go ahead and sell it. I then contacted my Credit Union. I told her, (Jamie Steinberg), I would not waste anymore of my time going up there. She informed me she would take care of it. Not to worry. After all that, and receiving the vehicle on November 3, 2017, along with the plates from the vehicle. I then received a bill in the from Department of Motor Vehicles in the amount of $406.00 due by January 20, 2018. I did speak with the Finance Department at Carmax as instructed by the Credit Union. I was placed on hold for quite some time only to be told, I was indeed responsible for the payment for the tags on the vehicle I JUST PURCHASED! At this point I really wished I had followed my instincts and purchased this vehicle with a different dealership. I would like to return to vehicle to Carmax as soon as possible. Carmax can return my money to me, and I can purchase the same vehicle from a different dealership. Please let me know just how soon this process can be done. Honestly I would like to just go and park it at the front door. Be sure and thank Carmax Torrance for a horrible experience. Nevermind, I'll be sure and forward a copy of this letter to them. Felecia Jackson LOS ANGELES METRO TRANSIT AUTHORITY Transportation Operations Supervisor Transportation Division 3203 630 W. Avenue 28 Los Angeles, CA 90065 (hidden) W I (hidden) W I (hidden) M metro.net I (hidden) Metro provides excellence in service and support.

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Wow - 44 d ago

0

We're do I began so I bought my ford explorer a 2014 that turned out to be a lemon so the lemon was the the vent system would blow out gas and carbon monoxide Then I got a new replacement ford explorer a 2015 G.M Brian told me that they will check make sure that my truck would not have that problem again five months later same problem.....I was sick a few times and it very dangerous carmax what happen so now the police have sued the dealer ship and manufacturers......Wow

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Anonymous - 46 d 22 h ago

0

Hello

I bought my car back in Feb 2015, when I bought the car I got the CarMax care but when the plan was sold to me you failed to leave out that the plan includes the miles that are on the car, so when I thought I had purchase a 75,000 plan I was really sold just a 50,000 plan but I was still getting charge for a 75,000. That was not explained to me, the way it was explained to me was that whatever mile plus the 75,000 what was on the car. I'm constantly having to be putting this car in the shop because when it was sold to me the car was messed up already. I am starting to think that you sold me a lemon.

My car is now back in the shop. I am now being told the work is no longer covered due to my CarMax Care plan. I was not explained that it included the miles from the previous owner. So I paid for a 75 thousand mile plan but only got a 50 thousand. I am due a prorated refund. I tried to explain this to the customer service rep at CarMax Care. I was told it was out of her hands. You are cheating your customer by not clearly explaining how your plans work. Something needs to be done. I am now having to pay more than expected to get my car back from the shop.

I understand it's out of her hands. It is not out of mine. If something is not done. I will go to all Social Media and more to explain clearly how CarMax and CarMax Care treats their customers.

Maybe more training is needed . Cheating customers is not good business. It is nowhere stated in the policy that I am responsible for the previous owners miles.

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Tenishia Gaines - 133 d ago

0

I have filed a BBB compliant about the services for 2011 BMW 528i I purchased around March 25 at the Maple Shade location. All the dates are listed on the BBB website, I will post it once it becomes public. There is something wrong with the car it shakes whenever it gets to a quarter tank of gas. They have claimed to fix it months ago. Still not fixed. You have to wait weeks to get a service appointment and they only return calls when they feel like it. Since this has been going on with the fuel line, now I have misfire in 2 of my cylinders that in one conversation Derrick, service manager has told me is on 2 separate parts of the car and have nothing to do with the misfire that results in failed ignition coils. To now saying it might cause a misfire but not a bad ignition coil but Carmax is not repairing that because its outside of my 90 days. If the leak or whatever is going on was fixed I would not have the misfires or failed coils. During this time, I was told that BMW had issued a bulletin on the ignition coils stating that they are no longer using them. I asked why this information was not given to me when I purchased the car so that I would have had the car inspected. Derrick said they are not required to. CarMax guaranteed they did a 100% check on the car but didn't feel the need at the time of purchase to give me a bulletin. I have contacted my local BMW service department and they said they know nothing of this bulleting on ignition coils. I have asked for the date of this bulletin and a copy, no one seems to have it. I was told by Derrick to google it, I did nothing came up. Since last week another warning light is on DSC car won't go over 15mph and is not drivable. Now I cant even drive to work.

I have told Jennifer in the complaint department that all's I want to do is enjoy my car. I want it fixed. The service department is full of lies. They think they can tell a customer anything. This is not my 1st BMW and I will not stop contacting people until my car is fix.

Flagged for review.
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C Pent - 48 d 17 h ago

Any resolve?

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Candice - 68 d 16 h ago

0

I originally purchased a Kia Optima from Car Max in Riverside, CA. Before long the engine frozen while I was driving on the freeway and had to be replaced. I paid for it. They put another engine in the car that died while I was driving on the freeway a week later. Now the third engine was put into the car and the electrical system went out and I still wasn't able to use the car that I paid 1000.00's of dollars to be fixed..So they offered to buy it back and give me another car. They tacked the difference on to my payments. For 18 months I have had this second car. A Lexus Hybrid and the battery system has gone totally out and it cost $6000.00 to fix. I have been completely taken advantage of by this company. In good faith I made these purchases and I have been sold cars that were not in good working condition. I had even made them aware that something was wrong with the car before the extended warranty that I paid for had expired. I spoke to someone in the Corporate HQ that said they were speaking for the CEO and that they were not willing to do Anything to resolve this problem. Now i have the same problem as before . A car that doesn't work and Car Max wants me to pay for the repairs. I also have recently discovered that there was a recall on the KIA engine. I would have never gotten the second car if there had not been constant major problems with the KIA. The CEO of Car Max Inc needs to address this and do the right thing. I will be sending a registered letter to him and all the board of directors in addition to the BBB and the Bureau of Automotive Repair. Can anyone PLEASE help.

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Anonymous - 78 d 16 h ago

0

I purchased a car from CarMax on 11/15/17. On 11/17 my check engine light, and oil pressure came on. I had a friend, he's a professional mechanic, check my car out, and he told me that my transmission is slipping. I have since taken two days off of work because I am uncomfortable driving the vehicle, and it only goes 40 mph. I spoke with a representative from the CarMax in Irvine because they have the vehicle I put on hold in place of the Audi. The representative encouraged me to get insurance on the Chysler 200 that I put on hold, and assured me that she would drive it to the CarMax in Kearny Mesa. Today, 11/19/17, the representative informs me that she will not be able to drive the car to Kearny Mesa and asked if I can drive the Audi out there! I calmly expressed my concerns, and reminded her of the issues, coupled with the new issue of the Audi now being uninsured. I explained that no one was able to take me out there, and that public transportation would take me more than 2 hours to get out there, which wouldn't be a problem had I not taken so many days off of work already. My concern is 1) the Audi would break down on me before it even gets there, and 2) I would be stuck with it. Had the representative simply put in a transfer, I could have returned the car tomorrow, and got the Chysler on Tuesday. Now, I am out in a situation to where I will be responsible for a broken car.

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Anonymous - 86 d 17 h ago

Greenville SC location is undergoing renovation of offices. Folding tables next to each other is how the conduct business. I now know the social security and birth dates of the couple behind us....its a good thing I'm a honest person. I've purchased 2 cars here but they just lost me as a customer.

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Makeda Heard - 89 d 22 h ago

0

I was sitting listening to a Jones Junction ad; the ad said positive experiences makes lifelong customers. They are so right! I am writing to tell you-you have lost a lifelong customer. This I believe is my 3rd car I purchased from Car Max. Theoretically according to the Car Max ads you can purchase a car at any Car Max location and get it serviced at any Car Max location. THIS HAS NOT BEEN MY CURRENT EXPERIENCE. From the onset Gaithersburg had to force the White Marsh location to do the initial work on the car since I live closer to White Marsh. The White Marsh location treats me as if I purchased the car from an entirely different agency! Each time I have attempted to get the car into a Car Max showroom when there have been minor issues I cannot gain an immediate appointment because their calendar is all booked. When I inquire about a rental or loaner they tell me this is no longer available. In August I had to pay out of pocket when my engine light came on. I took it to a reputable certified mechanic that I trusted since the White Marsh location was unable and unwilling to help me. I paid $800 to this mechanic. MaxCare denied the claim. This most recent time when my engine light came on the car cut off I called MaxCare and told them to send me to a mechanic on your approval list. MaxCare told me to take it to DoneRight. They also said I could get a rental. I did get a rental from Enterprise but nothing was as MaxCare had stated. DoneRight could not fix the car, they told me it needed to go to a dealer. MaxCare washed their hands of the situation told me to call CarMax. Once again White Marsh CarMax refused to help. I called Gaithersburg CarMax where I bought the car they nicely gave me the number to Jones Junction.

Now Enterprise is calling as MaxCare never authorized the car rental.

JONES JUNCTION GET READY SOON I WILL BE TURNING THIS TUB OF BOLTS IN AND GETTING A CAR FROM YOU!!!

Oh by the way I have told two medical directors, 4 physicians, a pastor, a dentist, two dental hygienists, a medical transcriptionist and 4 lab techs my woeful tale. That is 14 people that won't be buying from you either!

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YOU WILL SINK - 120 d 4 h ago

0

Fucking carmax is a joke! When we got the car they said it was a good running car. The alignment was off so we brought it in for a alignment and it wasn't aligned and fucked up our tires. Then they told us they have no record of my car being in the shop. My master cylinder and slave went out. They fixed that but put a dent on my drivers door. They gives us false towing information. We get different information about the car from everyone. My alternator went out they said it would be covered and now they tell us we have to pay before we get my car out of the shop. They said it is normal for 5th to rock and first to scratch. From my car being out of line for a long time it fucked up my tires and they won't give us new tires or atleast half off. Needless to say don't go to carmax they will take your money and not fix your car!!!! Ima have a few words with these mother fuckers when we get there tomorrow. Is there any thing that we can do to stop these guys from doing this to other ppl and us? Also we have only had this car for 4 months!!! Master and slave cylinder has gone out along with the alternator went bad. Everyone there gives us different info. Do not buy a car from car max!!

I bought at car at Carmax Laurel, MD June 2017 purchasing the vehicle 100% satisfied.

The real issue is with the service department needless to say my car has been at carmax for 6 weeks of the 8 that I have owned it so who really owns the vehicle?

I would like to rescind my loan and take my business elsewhere contacting the bank and lawyer is my next step.

I'm absolutely furious and would not recommend CarMax to my worst enemy.

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Anonymous - 131 d 25 m ago

0

Fucking carmax is a joke! When we got the car they said it was a good running car. The alignment was off so we brought it in for a alignment and it wasn't aligned and fucked up our tires. Then they told us they have no record of my car being in the shop. My master cylinder and slave went out. They fixed that but put a dent on my drivers door. They gives us false towing information. We get different information about the car from everyone. My alternator went out they said it would be covered and now they tell us we have to pay before we get my car out of the shop. They said it is normal for 5th to rock and first to scratch. From my car being out of line for a long time it fucked up my tires and they won't give us new tires or atleast half off. Needless to say don't go to carmax they will take your money and not fix your car!!!! Ima have a few words with these mother fuckers when we get there tomorrow. Is there any thing that we can do to stop these guys from doing this to other ppl and us? Also we have only had this car for 4 months!!! Master and slave cylinder has gone out along with the alternator went bad. Everyone there gives us different info. Do not buy a car from car max!!

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Stephanie - 176 d 45 m ago

0

I bought a car from Carmax in Birmingham Al on Friday August 11, 2017. The following day while driving I noticed what looked like to be BLACK electrical tape over 2 parts of the dashboard! Removed the tape and low and behold the service engine and airbag lighs were lite up. The tape was on there so well that unless the light hit it you would never notice it. As of now Carmax has the car and is promising to fix whatever is wrong. Had I seen these lights on I would have never purchased this car. Now I am skeptical that there might be more things wrong with the car since the lights were covered. Dealer assured me that that is not their practice. If Carmax is doing these extended inspections of cars this is something that should have been caught. I'm praying they fix this issue and that no issues arise from this car. And to note I was NEVER even offered and extended warranty plan should something arise in the future. Very disappointed and considering returning the car within the 5 day limit.

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Denise - 137 d 15 h ago

0

It wasn't disclosed that the car our daughter just bought with her hard earned money was in an accident. Not seen in the Carfax report, but we had a mechanic look it over after purchase and he saw it right away. If, like you said, they check over every vehicle before putting it out to sell, and as they claim this very thing themselves, they would have seen it and disclosed this to us.

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Anonymous - 143 d ago

0

Bought a car that was advertised with several features (have a pic of the advertised features associated with the car), transferred from PA. Realized later that the features were not present, took it back and they would not do anything. Quoted some fine print disclaimer - if you have any sense, RUN! Do not buy a car from these guys - service and guest relations suck!!!!!!!!

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Mary - 166 d 17 h ago

0

I bought at car at Carmax Laurel, MD June 2017 purchasing the vehicle 100% satisfied.

The real issue is with the service department needless to say my car has been at carmax for 6 weeks of the 8 that I have owned it so who really owns the vehicle?

I would like to rescind my loan and take my business elsewhere contacting the bank and lawyer is my next step.

I'm absolutely furious and would not recommend CarMax to my worst enemy.

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Rick Timmerman - 222 d 14 h ago

1

CarMax concept is a great idea and I was sold only to find out customer service sucks after consummating the sale. Big problem with financing but since the papers were signed I was out of luck. Spent a total of 8 hrs calling a 100 different numbers, nobody would help. Many promises of call backs but nothing, still waiting after 60 days. Here's your chance at redemption, prove me wrong, make a liar out of me.

Rick Timmerman (hidden)

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Bob - 235 d 15 h ago

Not good nobody ever gets back to me been months

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Mike B - 264 d 13 h ago

5

My experience at your Jackson, TN. facility Saturday May 13, 2017 was nothing but very professional and pleasant. I purchased a 2015 $36,000 vehicle which I am very pleased with.

My concern is, that when a vehicle is purchased I would expect to have received two sets of remote controls for locking, unlocking and auto start. I only received one remote and would like to receive the second which I feel I have paid for in good faith. I was unaware of the missing remote until I paid for the vehicle and was leaving and only given one remote.

I am sure you will see thru, and follow up with your customer service pledge of integrity and forward the missing remote that had been misplaced.

Regards, Mike B

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Sharika Taylor - 265 d 16 h ago

0

I'm absolutely disappointed with Carmax. My car needed Spark Plugs on which they said that they will repair and install. However the technician installed the wrong spark plugs in my vehicle which lead to more problems. I took it too the 100 Oaks location to try another technician but it only gets worst. They called and told me that everything was taken care of and replaced and I paid $503.75 now here we go again same issues with my car. This time I take it to the dealership and come to find out!!!!! My spark plugs were never changed. The manger called from the Rivergate location stating that I would be taken care of. I waited for the call from the dealership at miracle Chrysler dodge in Gallatin to get back with me on the rental and to give me an update on my car. Never called I had to call myself!!! Then he tells me that the manger called to discuss my vehicle issues but never consulted back with me. Then he tells me that they don't have any rentals there he would have to go and get one? Seriously? And this is a dealership? So your meaning to tell me that all customers use the same vehicle? I understand that this is a business and customers are hectic but in this Field of profession requires multitasking. And that includes keeping the customer updated on the details of your vehicle!!!!! Some people don't have another backup car if one breaks down. So you rely on your car. If Dodge cared about their customers they would escalate customers matters in finding ways to help. When the manger from Carmax called and stated that he would pay for my rental due to Carmax negligence and to pay for my repairs then the Service writer should had immediately contacted me in setting up transportation for me...... but I heard nothing...... all I heard well I'm going to get the rental as we speak? Excuse me? Where is the rental? That's not telling me nothing . Bottomline miracle Chrysler dodge should had told me look here your car is not going to be ready today because we have to order your part, however the good new is that we can get you in a rental today all expenses paid through Carmax I can't tell you when it will be ready but we're working on it... When can you come in for your rental pickup. Now that's professionalism. I'm going through this hell all because of Carmax negligence 2nd failure mistake. And Miracle Chrysler Dodge Poor Expertise in Customer satisfaction. Everyone is entitled to their first mistake but not second one. All this time I've been driving on bad plugs no wonder it was making that loud backfire sound..... No one should have to experience this issue. Technicians should be on there A-Game at all times. Our vehicles are in their hands. Place yourself in my

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Eugene B - 1 y ago

5

Purchased a 2016 Chevy equinox after the Mobile Al. Store opened, everyone was great, I was told how much the check needed to be to purchase the car. When we were filling out the paper work the sales person ask if I wanted the extended warranty and that I had to make the decision at that time and could not come back to purchase it. If Carmax gives a person five days to return the vehicle if you are not satisfied they should also give you five days to purchase the extended warranty. CEO should insure that the return policy and the purchase of the extended policy match! I hope the powers to be read this comment.

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Mary Boudreaux - 1 y ago

2

I have had very bad service experience at Carmax. I brought my car in for service A . The technician was backing it out of the service center and hit another car damaging my rear bumper. Now I took it in for the service B and paid $286, a 2.1 hour timeframe charge for this service. Guess what ? The technician done in 30 minutes. However, I paid for 2.1 hours of labor.

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Sheree Oliver - 1 y 90 d ago

0

I'm HIGHLY PISSED OFF THAT I'VE KICK OUT AN ADDITIONAL $1028.00 ON A TRANSMISSION THAT WAS NOT RIGHT AFTER 2 MONTHS OF ME HAVING THE CAR. I HAD TO DRIVE 120 MILES A DAY 5 OR 6 DAYS OUT THE WEEK, HIGHWAY MILES. I KNOW $1000 ISN'T A LOT TO SOME PEOPLE, BUT IT IS TO LOWER CLASS CITIZEN.

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Old Soldier - 1 y 89 d ago

With that type of lanuage no wonder you are not wanted as a member

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louie - 1 y ago

So you just put up with abuse eh OS, this OS doesn't

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Rhode island - 1 y 89 d ago

0

Well guess what i had the same problem with car max in ri cause my daughter used my car to go to sc and it broke fown i had to fight for a month the car gad been in their repossession and the transmission motor brakes signal liggts when put on turn wipers on gas tank was not secure my handicap grand son 2years old and my faughter could of gotten kill if i didnt call them and told them to fix the f car and they couldnt so it was tow to carmax in sc and its still there they finally brought me out im waiting for my down payment supposed to have been mail back i told them her in ri that i would call bbb attorny generald and my lawyer so the car 2013 Chrysler200is in sc lot nice looking junk i wont ever buy a car from them again all the hell they put me thru and im 70cant afford to have heart attack over a junk from ri

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Jack in the Box Inc.
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Lowe's
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Victoria's Secret Stores, Inc.
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Groupon, Inc.
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