CarMax

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Dishonest Service Department
Posted by on
SAN ANTONIO, TEXAS -- My car has been "in the shop" off and on (more on then off) for the past seven months for transmission problems. Once my son picked it up for me and he didn't get more than a mile away before he had to take it back. I was assured the transmission was in working order.

Finally, my car stalled on the Interstate and I had to have it towed home. I was called and kept up-to-date at this point. They took it to a Volkswagen dealership since it still had the factory warranty. Next I hear, through my son, that they called and said I owe CarMax thousands because the warranty didn't cover it. I called and left messages that were unanswered. I did not give permission to spend that kind of money. CarMax has ignored me for more than a month.

I sent a registered letter to their corporate office and to the local dealership's General Manager requesting copies of the repairs made on my car and a written statement of what they felt I needed to do to get my car back.

I never heard from anyone at their corporate office or local manager. I then finely got a phone message from their service manager saying he wanted to chat with me about the car and he understood I wanted some paperwork. At this point, I do not trust this company and will not discuss this on the phone. I left the repair manager a message to that effect and I again requested a written statement and copies of my repairs. His response was a message saying he wants me to call him about the car. His messages do not match my questions and requests. I called again requesting the repair bills and statement of what they want from me. I left my work fax number. I do find it peculiar that there is no email address to contact the local store and in their phone directory there is no option to talk to the general manager. And also, it appears, they do not want anything in writing.

I cannot resolve this without the information I am requesting. I have bought two other cars from CarMax and never had any issues with them until this car. I am a widow of a disabled veteran with a small income. I do not have the recourses to get another car. I am walking, taking the bus, and relying on friends to get me to the grocery store. This is causing me great anxiety which is affecting my health, and causing me to miss important evening meetings related to my job.
     
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Augustus2099 on 2011-03-06:
I am sorry for what happened but Carmax has gotten to where they just don't care about the person who buys the car they just want the money.
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Carmax, the Run-Around, & a Lost Car Title
Posted by on
Rating: 1/51
NORCROSS, GEORGIA -- We were recently at the store in Norcross, GA. It was very unpleasant. I had gone in to look/buy a 2010 Dodge Caliber. It took about 5 minutes to find the vehicle we wanted since we had done some research on their website prior. We sat down with the salesman Keith [snip]. The first day we spent 5 hours there. We went through everything paperwork, down payment, insurance. You name it we did it. He kept running back and forth, and coming back with "The financial department needs this, and this". He was extremely UN-organized. When it was all over with we had given him everything. Just as we went into the signing room he pulled us out of the signing room and said "Carmax" would not let us have the car until my DL had been changed over to GA. Now..I can agree that was my fault, but he had seen my DL at the very beginning he couldn't tell me this before I wasted all that time, and we had gone through all of that? Well I left the dealership and the next day I went and got my correct DL. So at that point there was nothing else that needed to be done. I had kept in contact with him every single day since he had said he would hold the vehicle for me. He assured me when we came in again that it would be a very quick process and nothing else would happen. Well we showed up a 2nd day, and he had to redo the paperwork. After telling us he wouldn't have to, that everything was finished with the Caliber. That took almost 3 hours. The sales person was extremely UN-knowledgeable and did not answer many questions. When we asked him why he kept re-submitting the information for the loan approvals he said he had to do that every time he had to correct something on the paperwork. All the mistakes on the paperwork was his fault. I was sitting behind him in the office looking at his computer screen and I corrected him several times on things that were wrong. Finally when the paperwork was done and we went into the signing room we sat there for almost a hour. No one came over people kept looking at us and finally I asked, "What is going on"? No one said anything. Finally someone came over, sat down and said.."We are sorry we cannot find the Calibers Title. We are looking for it.." Now..we had spoken to our sales person several times we were under the impression the deal was done, then when we get to the final stages the car title is not available. My sales person was not even going to tell me this until I asked him. Let me add to this my Grandmother was with me she is elderly, has some health problems..but she was there helping me find a good vehicle since she has had some dealings with dealerships, and she knows how they work. My grandmother had to ask the sales person 3 times, "What was going on with the car, and why was it taking so long"? He kept dodging the question and would not answer her. Finally he told her, and she asked him the same thing we did, "How can you have a vehicle for sale on your car lot and have no idea where the title is"? Now out of all of those days that I spoke with him, and the first day of going through the paperwork I was told all of this was done. It wasn't anything of the sorts. I would think if he knew we were coming back and had shown that much interest in that vehicle he would have made sure everything was together. To top it all off shortly after that happened, he told us he had to go home. His wife was there to pick him up. So he handed us off to another salesman. Yes the other salesman was great, but we had to go through everything all over again. To top it all off..They had no other calibers, and told us they could have one shipped from another Carmax but it would not be there until tomorrow. So we ended up having to choose something else off of the lot. We did not leave the dealership until 10:30 P.M. that night. All over Carmax there were signs up saying, "You can have a stress-free, enjoyable, good price, buying experience." We got none of those things. Also the commercials that say, "The way car buying should be". After that I will probably never go through any of that ever again. I walked away with a car I do like, but somewhat feel like we settled because we could not get our first choice. The car is a great car, but it was not exactly what we wanted. I am very unhappy about this whole situation. I've never had a experience like this in my life. I feel lied to, and ran-around.
     
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clutzycook on 2013-02-11:
I've purchased two cars from CarMax, and while it's supposed to be low stress because they aren't going to haggle with you over the price of the vehicle or the value of your trade-in, I think their prices are quite a bit higher than other "traditional" dealerships--especially since they primarily deal in used cars. I recently purchased a new car and when I would look at prices of the pre-owned version of the car I wanted at a traditional dealership, then went and looked to see what CarMax wanted for the same vehicle with similar mileage and specs, they were almost always a few thousand dollars higher. I also think that they don't work to get their customers the best financing possible. On both cars we bought from them, in 2005 and 2007, they put us in 72 month loans with over 8.5% interest. However, just a week ago, I was approved for two separate loans where the 60 month was 1.49% and the 72 was 2.9% (the 2.9% loan was through the same bank than handled our CarMax car loans too). Our credit situation hasn't changed THAT dramatically since 2007, although our income is definitely more than it was back then, and I know that interest rates are lower across the board than they were 5 years ago but I'm not sure that all of that would really result in an interst rate that was about 1/4 of what my last loan was.
trmn8r on 2013-02-11:
These people played you like a fiddle, IMO. That is sad. Helpful information - I would avoid this location based on your experience.
ok4now on 2013-02-12:
Excellent post Clutzy and voted as such.
leet60 on 2013-02-12:
The salesman, going back and forth to the "finance manager/office" has little to do with the actual financing. The finance manager is normally a salesman with a high level of experience. The point of going back and forth is to find ways to write any discounts you received back into the paperwork and doctor the numbers so the dealership receives the highest profit possible. The waiting game is also part of the sales process, the longer you wait, the more worried you become that the deal will not be finalized or financed so you agree to things that you may not have intended to upon arrival.

Your best bet is to get a preapproved loan amount from a bank or credit union and go into a dealership to negotiate a deal at the loan amount, not a payment amount.
biz_results on 2013-08-02:
"CarMax" means they manipulate the deal to earn Maximum profit on a car. I purchased a car for a couple of thousand more than a traditional dealership for the "peach of mind." I also paid $2,000 extra for the extended warranty, and financed the vehicle through CarMax - which was more than most banks would have charged. When I got a job overseas a couple of months later, I went to sell it back to CarMax and they wanted to pay me the lowest Blue Book value for a trade-in. In addition, they lost my title after I had paid for the car in full. They said they mailed it, but I did not receive it, and it took a couple of months to get another one. I'm a first-time and last-time CarMax customer.
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So Carmax wrote me a bad check for $25,000.00
Posted by on
PLANO, TEXAS -- Took a SL500 to Carmax in Plano, TX to sell. Got $25,000.00 for it. Took the deal. Went through all the paperwork, signed in all the places told, got a check (they call draft)and left. I deposit the check a couple days later, and a week after that, I get a call from my bank that the check was returned.


I ask if its stamped NSF. Bank officer says strange, it doesn't have anything stamped on it. So off to call Carmax. Of course this all occurs during the snow storm that hit during Super Bowl. The Plano office is closed due to weather. I call corporate. They are worthless. Finally after I threaten to call the local DA's office and State Attorney Generals office I get a call back from the finance manager at the Plano Carmax.

He goes on to tell me how he saw the mistake, but had no way to contact me. (BS). Long story short, they put a stop payment on my check because where he says that where I was directed to sign the title, was in the wrong spot. So after me telling him what I thought and it was all BS, he could have called or tried, he said he'd see if the Houston Carmax could overnite me a check. I get my bank officer on the phone (3 way) and have the bank officer give the Carmax manager the banks address to deposit the check to rather than to me and then to the bank. The bank is pissed I have a bad check of $25,000.00 that got returned, so I want them to know it isn't my fault. Everything I did was in good faith.

So ask the manager, why are you overnighting me a new check if my title is still incorrect. His response, "I hope you'll work with us".

I'm still waiting on that check.
     
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idontthinkso on 2011-02-07:
I'd go get your car..
tnchuck100 on 2011-02-07:
Don't forget to charge them a repo fee!
trmn8r on 2011-03-06:
We don't know if the OP was "boned" or not. He did not update this letter, so we don't know. This was a month ago. It sounds like CarMax could do nothing with the car until the paperwork was fixed (requiring the OP to resign). Not a great situation, but they don't want to be stuck with a car and no title.

What if the OP cashed the check, and never returned to sign in the correct place? Hopefully this has all been corrected by now.
Skye on 2011-03-06:
I think you should go and get your car back.
Dale Baumgartner on 2012-01-25:
Sounds like Carmax is working in good faith as well. The complaint seems to be that Carmax hoping that the paperwork will be signed in good faith by the customer is doubtful when in fact it is good customer service. Most car dealerships would have insisted that the title be corrected before a check was re-issued.
rangem20012001 on 2012-03-23:
hes telling the truth the CarMax in tinly park Illinois gave me a check that was supposed to be a bank draft it bounced the cahiers check they sent their bank would not even honor that they still have my car and there never was a problem with my car or tilte they are a bunch of lying crooks
Skye on 2012-03-23:
Please contact your state department of consumer affairs like right now. This is ridiculous and they will investigate this for you. You can file a complaint on line right here at:

https://www.oag.state.tx.us/consumer/index.shtml
rangem20012001 on 2012-03-23:
already have skye all they say is hire an attorney or take it to small claims court what a joke a bounced check for 29.000
rangem20012001 on 2012-03-23:
they bring in to much sales tax for the state of Illinois and elected officials and employees are famous for being corrupt in Illinois we have 2 former goveners in prison as I write this
Venice09 on 2012-03-23:
If I'm reading this correctly, Carmax never contacted the OP. How can they possibly justify keeping the car and stopping payment on the check? I'm not buying that Carmax had no way of contacting the OP. That's just not possible.
rangem20012001 on 2012-03-23:
rangem20012001 on 2012-03-23:
well I will be happy to post them for you
as a matter of fact I ll give you my e-mail you send me a message and I will forward them to you
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Lack of intelligence and outright lying
Posted by on
CALIFORNIA -- Where can I start this nightmare???

First, I had the funds to purchase the vehicle I ALWAYS wanted, BRAND NEW, CASH MONEY... I found the vehicle listed online at CarMax in Huston Tx. After about a dozen calls and three days of dealing with that dealership to get pictures of the described vehicle with no luck, I asked for someone to go out and describe the vehicle to me, I got two hang-ups from them. I guess they were to busy for a $40,000.00 cash sale. I finally asked for the GM and DEMANDED the for him to go out to the vehicle and describe it to me since they were "TO BUSY" to post the pictures.

I liked the vehicle so paid the $599.00 to have it transferred to California. I was told it would take 28 days, FIRM. I said that was fine, for the funds for the sale were also 28 days out. It arrived 14 days early and I was treated like I was lying about the funds and was asked for PROOF that the funds were soon to be available.

I showed the deposit receipt for almost $94,000.00 and the funds would be available in 5 days. I was asked to give a check and it would be held for the five days and then deposited for the sale of the vehicle. THEY LIED..... The check was deposited the SAME DAY... and it BOUNCED TO THE MOON and completely RUINED my vacations because my account was in a multi-thousand dollar NEGATIVE amount... PLUS the day I did pick the vehicle up it looked like S@#$, I asked for it to be detailed and it was nothing more than rinsed off and not even
vacuumed out.

I was then apologized to PROFUSELY and PROMISED it would never happen again and CarMax, I was then asked to provide a cashiers check for the amount since the check bounced (CarMax's fault). I went to my bank and acquired the cashiers check as requested. In the infinite wisdom of CarMax, they REDEPOSITED the check when I had ALREADY taken the funds out in a cashiers check... SO, this check has now bounced for a second time...

My checking account, for the second time, is now over $50,000.00 over drawn and checks are bouncing all over the place. I spent several hours on the phone and at my banks ATM doing damage repair for what CarMax had done to my account and had to re- deposit the cashiers check to keep other check from bouncing, namely checks written to my daughter that they, employed by other banks, had any holds waived. Had these checks bounced they would have lost their jobs due to CarMax's stupidity.

CarMax Modesto PROMISES they will reimburse me ALL expenses... BUT what I am saying WHAT ABOUT THE INCONVENIENCE AND THE DEFAMATION OF CHARACTER AND THE REPEATED TRIPS TO MY BANK AND THE "HOURS" SPENT ON THE PHONE WITH MY BANK AND CARMAX FOR THEIR SCREW-UPS? PLUS, WHAT IF MY DAUGHTERS HAD LOST THEIR JOBS BECAUSE OF THIS?

Total tally:

Pictures of the truck... three days
Arriving 14 days early and demanding proof of the money...
Received the vehicle looking like S@#$...
CarMax Deposited a check that was supposed to be HELD for five days....
Demanded a Cashiers Check THEN REDEPOSITED THE ORIGINAL CHECK...
Almost causing the termination of my 3 daughters from their jobs as bank tellers...

Can I express how angry I am with CarMax??????????????
Their incompetence is not measurable......
CarMax must start some MAJOR damage control RIGHT NOW!!!!
     
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Anonymous on 2010-03-09:
I don't know where to begin.

For $40,000 your should have taken yourself to the dealer to buy the car. Your whole complaint sounds like a common scam. No wonder they hung up on you. Really? Go outside and describe a car to someone over the phone?

Then, you pay to have a car you have never seen transferred to another state and complain when it gets there 2 weeks early. Did you ever tell them that the funds would not be available until that time?

As for the check being redeposited, the bank will normally attempt 2-3 times to clear a check before they send it back. You can not blame CarMax for this. If you run a business you would, or should, already know this. You should have waited to take the money out until you made sure the check was not going to clear.

No...you should have waited until the funds were available to FLY to the dealer to LOOK at the car BEFORE you bought it. Hind sight is twenty twenty.
tnchuck100 on 2010-03-09:
LadyScot, is there something in your psyche that absolutely refuses to accept that any reviewer could have a legitimate complaint?

Your response on this one clearly indicates you did not comprehend all that took place.

Carmax definitely caused the OP much grief.
goduke on 2010-03-09:
Ah, the old post dated check routine. How many folks have fallen for that one over the years? What a mess. I guess we all now know not to buy a car that we haven't seen.
Anonymous on 2010-03-09:
Chuck, my psyche is full of common sense. I would not buy a vehicle I have never seen with money I currently do not have while blaming a company I wrote a bad check to for trying to cash it.

Go back and read it. How is CarMax in the wrong IF they OP did not tell them the check was not good? WHY would they take a check they knew was no good? WHY would they LEAVE a vehicle in another state with a person they knew was giving them a check that was not going to be good for 2 more weeks? Come on. No dealer is going to do that.

The OP claims to have a business. How would he not know that a bank will attempt to clear a check several times before returning it? And a $40,000 bad check? The check comes in, bounces, then the OP takes the money out, then the check comes in again as standard procedure and bounces again? I am surprised that the bank hasn't filed fraud and bad check charges.
Slimjim on 2010-03-09:
OK, something doesn't make sense, and I know I am comprehending what is written here.
"and it BOUNCED TO THE MOON and completely RUINED my vacations because my account was in a multi-thousand dollar NEGATIVE amount..."

Twice the poster stated the check bounced when presented, but made references to many issues related to that, including overdrafts. Fact is, if the check bounced, then it wasn't paid on, as evidence of the redeposit. So outside of maybe a return item fee neighboring around $35 (2X), what is all this other stuff? How can they be overdrawn because of it when the check was never paid on, unless the second time the bank covered it? $5ok in overdraft protection? So why then didn't that kick in the first go around with the deposit?
Anonymous on 2010-03-09:
I dare say, this must be a first, but I am agreeing with ladyscot on this one.

something doesn't add up here. are you implying sir, that you wrote a check for $40,000.00? a personal check? and not only did you write a personal check, but you wrote a post-dated personal check?

and car max. they shipped a $40,000.00 vehicle cross state lines to you, before it was paid for?

nope. no siree bob. I am not going to fall for these shenanigans.
Anonymous on 2010-03-09:
""and it BOUNCED TO THE MOON and completely RUINED my vacations because my account was in a multi-thousand dollar NEGATIVE amount..."

If the check bounced the first time, how did it throw the OP in the negatives of the whole "multi-thousand dollar" amount? If the check bounced, there would only be the nsf fee of $35 bucks. Checks bounce, meaning there's not the same funds in the account. How did the OP's account get so negative from a $35 dollar nsf fee?

So, the funds weren't collected on the check.

Now, the second time the check bounced, because the OP took the funds out in the form of a cashier's check...; if the check bounced (meaning the funds aren't collected) how is the OP negative $50,000 dollars?

I'm not understanding something here, I suppose. If the check bounced... twice, how is the OP negative that much money. Bouncing checks mean money *isn't* collected because the matching funds aren't there.
Anonymous on 2010-03-09:
The math on this one isn't adding up or perhaps I don't get the terminology but like Slim I can't get over how the OP was overdrawn by $50,000. That's some serious overdraft protection I'll tell ya what.

As far as buying car sight unseen well I did it. The first time I saw my Dodge truck was when I went to picked it up. I don't see the big deal there.
skelly39 on 2010-03-09:
Sounds like the OP had funds being held, so the available balance was zero. So when they tried to cash the check, that caused an overdraft fee. Maybe he made 3000 $1 purchases with his debit card that would have cleared no problem had it not been for that overdraft fee. Then that started a spiral. We've heard that story enough.
goduke on 2010-03-09:
I think he paid the $599 fee to have the car moved to the local Car Max lot. I can buy that Car Max would do that.

It may be that his bank, knowing that there was a $94K deposit out there, paid the check and just left it draining all of the available funds pending the crediting of the $94K deposit. It's a bit fantastic, but conceivable.
Anonymous on 2010-03-09:
Right, skelly.
I'm just curious how his balance is now in the "multithousands" of dollars in overdraft. If that were so, when his deposit did go through, those funds he wanted to use for the car wouldn't be there as the multitude of overdraft fees that resulted from the check being presented for payment before he actually had the funds.
Now, a check being presented for payment and then bouncing back due to no funds... which would result in one nsf fee... if that one nsf fee caused a spiral effect of all his purchases overdrafting; he must have not had that much in his account to begin with.
But, that's not really here nor there... or the point of the complaint.
Anonymous on 2010-03-09:
interesting handle you chose, op. maybe tis simply a coincidence but I'll make a wager right now this is a hoax.

skelly39 on 2010-03-09:
You're right, bkk, it's not. Somehow it just ended up getting there. Whatever the point is, it's a screwy situation.
Anonymous on 2010-03-09:
goduke, Good point and it would make sense if the check was paid but the OP claims it was bounced 'to the moon' twice. I think the OP has a valid complaint somewhere there but the complaint as written or at least the way I comprehend it just doesn't make a lot of sense to me.
trp2hevn on 2010-03-09:
If "I had the funds to purchase the vehicle I ALWAYS wanted, BRAND NEW, CASH MONEY..." I would have gone straight to the dealer. Doesn't CarMax deal in used cars? Used is not brand new.
Slimjim on 2010-03-09:
t2h, another interesting point. I also always thought Carmax sells nothing but used cars.
Anonymous on 2010-03-09:
And if "I had the funds to purchase the vehicle I ALWAYS wanted, BRAND NEW, CASH MONEY" then there would have been no bouncing checks.
Anonymous on 2010-03-09:
Carmax sells new cars as well.
trp2hevn on 2010-03-09:
LOL @ LadyScot.
Stew, I did not know that. Thanks. However, I still think I'd go directly to the dealer of whichever make it was.
Anonymous on 2010-03-09:
"First, I had the funds to purchase the vehicle I ALWAYS wanted, BRAND NEW, CASH MONEY... I found the vehicle listed online at CarMax in Huston Tx."

I thought CarMax sold pre-owned vehicles.

Anyway, don't write checks your arse can't cash. If the money is not in the account when the tip of your pen meets the paper, then it should not be written.
Anonymous on 2010-03-10:
Pro lol...you borrowed my word. I thought I was the only one on here that used the word 'arse'.
yoke on 2010-03-10:
I was wondering the same thing about the check bouncing and being in the multi thousand negative. If the check bounced then the $40,000 did not come out of the account. The only check that may have been deposited would be the $599, which they would have gotten before they made the transfer from one Carmax to another. That is not something you pay after the fact.
MaggieMcT on 2010-03-10:
I would really like to hear why the OP didn't go to a local dealer. If they don't have the exact accessories you want, they can bring it in from another dealer. BTDT.
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MaxCare Warranty Scam
Posted by on
NASHVILLE, TENNESSEE -- I bought the MaxCare Warranty on my car when I purchased it from CarMax last year. The salesman said it covered everything except for normal wear and tear like wipers, brake pads, alignment, etc.

Recently, my alignment started pulling to the right really bad. I knew I had to pay extra for it, but when I got there, the service guy started looking into other things.

A quick re-alignment turned into:

Bad fuel injector that needed to be replaced
Cracked power steering belt that needed to be replaced
Cracked AC belt that needed to be replaced
New front tires costing $256 (for just the two tires alone!)
And the re-alignment

My $50 MaxCare deductible went to a soaring $500 bill because all the other stuff had to be fixed before they could re-align the car. Additionally, they couldn't even work on the car because it was still under warranty with Nissan. They told me I could either come pick it up and drive it to Nissan or they could take it there for me.

When I went to pick up my car, they told me I owed $81 just for the estimate. I'd never heard of such a thing and complained to the manager, who waived the fee.

I then took it to Bridgestone and Nissan. Bridgestone charged me $200 for the tires and alignment and also told me the reason my alignment was off in the first place was because one of my wheels was bent. I was very surprised because even CarMax couldn't tell me that. We got the new wheel for $40 and Bridgestone swapped it out for free the next day.

Nissan looked at my car and told me that the fuel injector did *not* need to be replaced -- it was just clogged -- and a special cleaner could be put in it to get it running correctly again. They also said there was nothing wrong with my power steering or AC belts.

And by the way, my car is only 1 year old!

I may continue to purchase cars from CarMax because their sales staff is friendly, knowledgeable, and fair, but I will *never* take my car to the service center or buy the MaxCare warranty again.
     
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Anonymous on 2007-10-02:
Sounds like you got the shaft ?
<;O)
ChrisIsSocial on 2007-10-10:
My name is Chris and I am the social media PR guy at the CarMax home office. I am sorry to read of your poor experience at one of our stores. Please contact the CarMax Customer Relations Department at 1-800-519-1511 and give them the opportunity to assist you with your issue. CarMax strives to offer excellent customer service and we take
it very seriously when we hear an instance such as this. Thank you.
Anonymous on 2007-10-10:
Car dealers and tow truck drivers are the lowest forms of humanity the way they prey on their victims, I mean customers. People I know in our area won't go near the local CarMax because of all the horror stories attached to it.
Anonymous on 2007-10-10:
dreamersdawn, I think ChrisIsSocial is putting out the olive branch now would be a good time to call and see what he has to say and how he can help you. Let us know what happens!
Janetk on 2007-12-12:
I used to be in the Auto field...I bet you have the 350z it known to have ongoing alignment issues. Here is what you do get your new tires from a regular tire shop and buy their warranty that forever covers alignment/balancing. I bought the Maxcare its saved my butt on the AC and has now more than paid for itself. But your right about the front sales staff being good and the back service dept sucks.
Jenni Ford on 2008-04-13:
I loved my sales lady but THE SERVICE DEPARTMENT SUCKS!!!!!!!!!!!!!!!!!!!!!!!!!!! Every time I have gone there it has been an annyoing experience. They boast about things being quick/easy/and they will keep you informed.

OK well I bought a nice 06 Saturn ion and I LOVE the car. When I bought it, my dad noticed there was one just ONE clip missing from the front grill of my car...no big deal right? Can just order that right? O no!!! Instead they take the whole grill off and throw the dirty thing in the back on my new car and tell me to call Monday morning to schedule an appointment to put it back on. OK so my dad and I put the grill in the trunk even though it didn't need to be taken off at all. Wasn't lose or anything. Well I call Monday morning and they want me to come in so they can see what clip it is.....I bought the car on Sunday didn't they write it down?? So I came in and the service guy asked me where the clips where.....I'm like OK your guys took them off so you tell me. He then tells me O I don't know what clips you are talking about but this snaps right on. OK whatever so I let him snap it on. Well then I take the highway to work and when I get there I see the grill has fallen off. I call Carmax Service Dept to let them know what happened. All they tell me is that I have to come back down to see them AGAIN so they can order the part. I go down there and they order it. They tell me they will call me as soon as it arrives. Two weeks pass and I call and ask if my grill has arrived and they gal told me it arrived 5 days ago NO ONE CALLED ME!!! I then go down to get the new grill attached on and it takes them 25 minutes to find the darn thing nevermind I have to go straight to work and they are cutting into my time since when I told them I was coming down to get the part put it that it would take no longer than 10 minutes. These guys are so freaken stupid I can not believe they dumb people they hire. I finally have the grill on but wow annoying procedure all because of ONE CLIP that was missing. VERY ANNOYED and I will be filling out a survey for them withe my compaint. The entire time they were so just no cooperative with me.
matt on 2012-10-25:
I have maxcare on my wife's car, and I've never taken the car to CarMax to get fixed...but I've always had an excellent experience with maxcare. Service departments all over the country (Colorado, Wisconsin, California) have all been sceptical when I say I have a service contract, but they always gush about maxcare after they get off the phone with them to verify whether what's needed is covered. I've gotten ~$2k worth of work for three $75 deductibles. That hasn't quite covered what I paid for the contract, but it sure has been convenient. No unexpected multi-hundred dollar repair bills, and I still have 20k miles of coverage. I had a service contract on a previous car and that one was a waste. Maxcare alone is plenty of reason to buy from CarMax!
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Carmax in Brandwine, MD
Posted by on
Rating: 1/51
BRANDYWINE, MARYLAND -- I am so disappointed in my first experience with Carmax at the Brandywine, Md location. They did not meet my expectations at all. When I first arrived, no salesmen came to help me so that I can check out the vehicle that I found online prior to arriving. They just sent me over to the appraisal section and told me the person that I spoke to over the phone would be with me shortly.That person never came over to help. I waited an hour and a half to get car appraised by the way. I had to actually go over back to the front desk to ask if someone could help me so that I could check out the car that I was interested in. When someone did, then we walked around for about 10 min to discover the car was no longer there. Then we had to go back inside to check the stock # and actually find where the vehicle was. The salesman assisting had issues getting into computer, left the station for about 20 minutes and during that time he had been chatting w/ co-workers, while I sat there waiting. He finally came back got into system and found that car had already been sold. Then my car finally got appraised and the gentleman appraising it informed me that they do not offer Kelley blue book value. He appraised my car for $2500 less than what the Kelley blue book value was in poor condition.That was huge disappointment. After that, I went back to speak w/ person assisting me with trade in, and basically he became very short and unhelpful with trying to continue with process of trading in my vehicle. I decided it wasn't the time to continue w/ process, the salesmen said okay and didn't seem concerned at all with helping me stay there and make the trade. I was there a total of two and half hours, and it was a complete disappointing waste of my time.
     
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Broken and Out of Money!
Posted by on
Rating: 1/51
VIRGINIA -- I have purchased two different cars from CarMax that have somehow ended up breaking down after 6 months. The first one was in and out of the shop a few times a month. The end result was 3 catalytic converters died; my muffler crumbled to pieces, and my ball joint was so old the mechanic told me I was lucky to still be alive. One time I had my car in the shop at CarMax and an employee stole multiple belongings out of my car that were never able to be returned. When I asked about trading my car in because I had enough, I was told they would only give me $4,000.

I complained and complained until they raised it to $6,000. I am now $14,000 in debt with my last car and now this car that I bought after. When I called CarMax they pretty much told me I was out of luck or could trade this car in for another but that would possibly make me a good $20,000+ in debt. I will soon be left with no car, no money to fix my car, and no money to get a new car. If this wasn’t the second car I had bought from CarMax I wouldn’t be so mad but it is. I am officially left high and dry. I work 13 hours a day to be able to afford my car but it has now left me unable to feed myself half the time.

This is unbelievably ridiculous that I have been through all of this with no help from CarMax!! I have looked into legal advice but figured I would contact someone higher than a store manager. I have wasted almost 2-3 years’ worth of money on broken cars from CarMax. I am not happy!!!
     
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cmthru on 2013-10-24:
Buying a used vehicle, unless certified by the dealer, is a crap shoot. If you purchased their extended service you would have been covered. They only offer a 30-day warranty with each vehicle.

When a used vehicle is purchased taking the it to a trusted mechanic is a good idea. They give you 5-days to return a vehicle.

When you left the car in their shop you should have removed any and all items of value. Leaving anything is an invitation for theft.
nikalseyn on 2013-10-24:
You are trying to obtain cars on the cheap. Go to a local used car dealer, preferably one associated with a large new car dealer and buy an auto. Much safer and with a better chance of getting a car that does not have major problems. And, of course have a friend, relative check out any potential cars for you who has some knowledge of cars.
trmn8r on 2013-10-24:
Buying a used car always comes with risk. Unless CARMAX has a bullet-proof warranty, I would not expect them to cover any deficiencies months after purchase.

You would be well advised, though too late, to give CARMAX the heave-ho. I would call this a lesson learned and move on, if this happened to me. Having a car independently inspected prior to purchase is great insurance, though not a guarantee.
GenuineNerd on 2013-10-26:
Also, buying another car, while you still owe on the previous one, is a no-no, because the unpaid balance, aka "negative equity", is rolled over into the loan on the next car, thus putting you deeper into debt.
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CarMax couldn't possibly have done 125pt inspection
Posted by on

My husband and I purchased a 2003 Toyota Tundra from Carmax in Turkey Creek just before Christmas. After we signed the papers and paid the downpayment, Carmax wrecked the truck in the parking lot while bringing it out of the car wash. They had the vehicle for 5 days while they fixed the dent and scrape on the side of the vehicle. They generously offered us two free oil changes for our trouble. After we picked it up, within two days the truck started leaking oil. We took it back... they said it was a leaky axle and would fix it. Again, they had the truck for days. While driving a loaner car, Carmax actually sold the loaner we had in use and made us bring back the vehicle we were driving. We picked up the truck after they "Fixed it" again. Within a couple days, it resumed leaking oil. They said they would replace the axle. We picked up the truck (again), and after a week and a half, the truck made a loud popping noise when it was shifted into drive. It also began to make a whirring sound when driven.
We had driven the vehicle for maybe two weeks total since Christmas and this weekend we took it back to Carmax and told them that we either wanted a different vehicle or every penny we spent back...
Carmax will not replace the vehicle or refund our money. They sold us a truck with a lot of problems.
I'm not sure how a truck like this made it through their "vigorous" inspections, But I would like to warn other drivers of Carmax's treatment of hard working, honest individuals.


I made a Facebook Page about how much I hate CarMax. Maybe if I get enough people to "like" it, we can make CarMax accountable for their actions.

http://www.Facebook.com/pages/CarMax-Sells-Lemons/172955502748438?v=photos#!/pages/CarMax-Sells-Lemons/172955502748438

     
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Abuse Of Patriot Act. The Manager At The Dealership Wants You To Sign Credit Application Before You Test Drive. What A Bog
Posted by on
ONTARIO, CALIFORNIA -- [snip] (Manager) at CARMAX 4100 Inland Empire Ontario CA wanted me to sign a credit application anyway, falsely claiming "it's required by CARMAX to test drive there autombiles since I test drove an auto 2 mths ago. [snip] please note that there is no verse in the Patriot Act that I can find requiring me to fill out a credit application, or allowing dealers to run credit checks on you when you bring your own car financing or want to test drive an auto.

You are misleading the your own sales personnel by training them wrongly. Your bogus claim sounds believable. The manager at Carmax was asked by me to show me the exact section of the Patriot Act requires them to make you fill out a credit application when you have your own financing or TEST drive and auto, and collect my Social Security number, and run your credit report.

Since [snip] claimed it's required, they should be able to show you the verbiage. Hint for Manager the Patriot Act (H. R. 3162), Section 326 "Verification of identification" requires banks and financial institutions to verify your ID before you open an account. [snip] since I am not opening an account with Carmax dealership and [snip] hint Carmax is not a bank, you don't need you to fill out a credit application or a Patriot Act form to test drive get that out of your head.

The Patriot Act form I filled out for example are my mortgage only asks for your loan number and driver's license number, not your SS#, and it does not say "Credit Application" on it [snip] you get my drift here. The Patriot Act specifically calls out driver's licenses or passports for ID verification. Nothing more. Please Don't fool me or any other people into filling out the credit app to test drive your RANGE ROVER or any auto. But why all the lies [snip] shame on you working for a big organization like Carmax! I need an apology from you Micheal!
     
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Starlord on 2010-09-24:
I saw nothing that said that Carmax stated it was required by the Patriot Act. Your post clearly states that it is a requirement of Carmax. Anyone who has had any dealings with an auto dealership knows that they ask for your Driver's License when you test drive a car, ostensibly to have some proof of who you are, in case you take off with the car. As soon as the tires leave the lot, they run a credit check on you. Patriot Act? Piffle.
CaptainSpaulding on 2010-09-24:
I agree with Starlord. The "Uniting and Strengthening America by Providing Appropriate Tools Required to Intercept and Obstruct Terrorism Act of 2001" (aka USA PATRIOT Act) has nothing to due with Carmax's policy concerning the completion of a credit application before taking a car out for a test drive.

From the U.S Department of the Treasury's website: http://www.fincen.gov/statutes_regs/patriot/index.html
werelucky on 2010-09-24:
The salesman was giving you pure nonsense concerning the patriot act. He just wanted to run your credit. The best thing is to leave and spend your money elsewhere.
Skye on 2010-09-24:
You always have to allow them to copy your license for a test drive, in case you don't return with their vehicle, or their salesperson.

As for having to sign a credit application, ridiculous. Besides, not everyone needs to apply for credit for buying a vehicle, many just pay cash up front. But to require it for a test drive, find another dealership. They are everywhere.

Thanks for warning others.

momsey on 2010-09-24:
Yeah, I don't see where the manager was saying that it was required because of the Patriot Act. But if they required a credit app filled out before a test drive for whatever reason, you're right to walk away. There are plenty of car dealers that don't ask for that.
imperial357 on 2010-09-25:
what you do is to already have a copy of your DL in hand write on the top do not run my credit. Then put in a find print note the finds of unauthorize credit check is $2500 when you done with your test drive you get your copy back- this is for all car dealerships- let me know that this information was helpful.
imperial357 on 2010-09-25:
This is dealship scams don't get caught up. I hear these at every car dealership. Did these car dealership attend the same sales school-LOL funny.
Connoisseur on 2010-09-25:
I wonder what these sales personnel are doing with information that is not relevant to them and does not pertain to the business? Selling your personal info maybe??? They have a reason for asking, so what is the motivation? Run your credit? what use is it to them if you are not buying? hmmmmmmmmmmm

I would take his business card. Not say a word and call my credit card company with his info relaying the scam he tried to run on me and to look out for future scams coming out of this character ...like an ID theft ring maybe? Better yet write it and document it. JUST in case.
getoverit on 2010-09-28:
imperial357: You forgot the one about "Maybe if the Manager is in a good mood, I can get him to give you a really special deal. That is, if you're ready to buy right now."

And "This car won't be here tomorrow" - be careful. While I was haggling on a car one time, somebody did buy it and I got to watch her drive it away. I'm sure she paid a lot more than I was willing to, so that's the way it goes.

You have to remember that, if you like the car, somebody else is likely to want it, too.
imperial357 on 2010-09-29:
Dealing with car dealers I heard it all Sure , Watch out for 0% financing: They can charge MSRP 0% financing is usually subsidized by the factory, so it costs the dealer nothing. They make it appear they are giving you the farm, when they are giving 0. Dealers like to use 0% financing as an excuse to charge you MSRP. This is when a HUGE red flag should go up in your brain. Note do your home work before you buy for any one out there don't get ripped off- Real talk.
imperial357 on 2010-10-06:
jus a quick note-Time warner cable bundle my monthly bill sky rocketted! I yhink all cable companys spread the same lovin LOL they are grimmy to do biz? Two mths are fixed they after boom another story! any one hv any input on Time Warner why they do that bait and switch
marcus on 2011-08-03:
I have had nothing but great experiences with CarMax. you should have reported the salesman, he is apparently not doing things the way that CarMax does
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Bait and Switch from the Service Dept.
Posted by on
GLENCOE, ILLINOIS -- Upon a recent purchase of a 2008 Town and Country Mini Van from the Glencoe Carmax, I had my own mechanic look the vehicle over. He commented that the air filter was dirty and that the brakes were down to 4 mm and would need replacement sooner than I would like. He suggested asking Carmax to take care of these 2 items especially considering the cost of the vehicle.
I spoke to Carmax within the 5 day purchase period and explained what my mechanic had stated.
I was told (or at least given the impression) that they would make good on both the brakes and the air filter. An appointment was set and I assumed all was well until I arrived this morning for my appointment.
The mechanic informed me that the brakes were fine as far as he was concerned and that they didn't have the air filter in stock.
Why didn't they call me and save me the 40 minute trip to their facility. I told the head of service that this had been arranged over a week ago. Why didn't they have filter ready?
I spoke with the corporate office and the customer service representative agreed that I was definitely mislead into thinking that the brakes would be covered. However, he would not honor the service.
I asked what happened to the good old days of the customer being right and honoring one's word. I was simply given a lame response of "I'm sorry and I understand how you would have assumed the brakes would be done". Also, I was told that the filter was to be sent to another location and that I could pick it up there.
Thanks Carmax. This is the second and last vehicle I will purchase from your company and the last time I will refer colleagues and friends to your dealerships.
That $190.00 brake job that you promised but later refused will cost much more to you in the long run in lost sales.
Too bad customer service has gone by the wayside.
     
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Anonymous on 2010-07-23:
You should take the car to the mechanic before you purchase it. Once they have your money then they don't care about you.
yoke on 2010-07-23:
When you buy a used vehicle that means you are getting a vehicle with used brakes and a used air filter. Did you really expect them to replace the brakes so you would have new brakes on a used vehicle?
town and country on 2010-07-25:
Yes, I did expect this work to be done. They agreed to do the work when I contacted Carmax within the 5 day return period to let them know what my mechanic had pointed out.
The point is that if they had no intentions of replacing the brakes, then they should have denied the work over the phone when I spoke with them and not have made an appointment to replace them. Even their customer service rep. from the corporate office agreed with me on that.
What Carmax did was make an appointment to do this work. When I arrived, that is when they decided not to do the brake work and told me they did not have the air filter in stock.
If you know you have a customer coming in for a part, and you have scheduled the job a week away, would you not have the part in stock?
They will, in fact, replace the air filter but I have to go back yet again. It's a 45 minute drive each way.
This is the point...Carmax agreed to do this work. They could have denied it over the phone when I spoke with them.
However, they did not deny it. They agreed to replace the air filter and the brakes.
When I arrived, they backed out of doing the brakes and did not have the air filter in stock.
To me, that reflects poorly on their service dept.
Yes, it is a used car and parts will be worn and used. However, if a company says they'll replace something and then back pedal on it, that reflects bad business. Is my point clear?
Thanks for your comments.
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