CHARLOTTE, NORTH CAROLINA -- I'm purchasing a vehicle from Carmax in Charlotte, NC. I've always sang the praises of Carmax and talked my dad into driving 4 hours to get his truck from there 5-6 years ago - that's how confident I was in them. Now it's time for me to purchase a car, my finances have already been run, I'm just waiting on the transfer so I can pick it up. It kills me at this point to give them $12K.
This was my $12K buying experience. I first got a call from a sales rep, he left a voice mail. I called him back and left a message but didn't hear back for 3-4 days so I just called back to Carmax, no big deal, these things happen. Then I spoke to another sales rep who was very nice upon the initial call (but keep in mind that this was end of the month and numbers have to be met). I was supposed to go there last weekend but we had a snow storm and we were snowed in, Carmax was closed. I have an appointment for Saturday but woke up with my eye completely swollen shut (Pink Eye) and ended up at the Dr's office instead.
I called on BOTH occasions to cancel. He asked me if I wanted to come in on Sunday but I said I'd wait until he was actually in the office, that it wouldn't be fair for him to come in on his day off. I sent him 2 Corolla stock numbers I liked and he said, sarcastically, "Are you sure you want a Corolla, it's not on recall you know". I had asked about recall and apparently he didn't like the question. I then get a call from original sales rep who left a message of "This is **, I need to know what you are coming to pick up your Camry". I don't know if this is the way he speaks in general but his voice was very commanding as if this Camry is weighing down the lot.
I finally go today (eyes still swollen). I called FIRST and asked for original sales rep, the lady was extremely snippy and states he is off, do I want his cell phone number. I said no that I was just on my way in. She huffed and stated "So do you want his cell phone number?!" I advise no again. I called 2nd sales rep and he states "Oh, so you've finally decided to come" which dripped of sarcasm. I get to the facility and am advised by new 3rd sales rep that 2nd sales rep is finishing up a sale and will be with us shortly but he'll take me out to the car.
Mr. Sales Rep #2 never made it over to us, he was having a smoke break so obviously he was busy. I don't think it really comes across in this review but everyone was so sarcastic and rude (minus new sales rep but I haven't finished the buying from yet so who knows). I'm tempted just to go to a dealer. It's hard to give someone $12K when they act obnoxious. I realize that the end of the month is over and now my sale is unimportant and this will be my last Carmax buying experience and I'll be warning everyone else along the way.
When I was looking for a Mercury Mariner, I found one online at Carmax that I REALLY liked. So I paid the transfer fee to get the car here from Texas. I love the car! If I could drive it that is.... I had the car setup to be brought here from Texas in late March, early May. The car came in on May 1st, when I purchased the car. I drove the car for my 30 days on in-transits because they were trying to get me a new title, as the one they had for the vehicle had 3 different stories of what happened to it.
1st thing, someone accidentally got it mixed in with other papers and it got shredded. 2nd thing, some used white-out on it (which makes the title invalid). 3rd, and guess this was the final answer was that the state I live in didn't accept how they "transferred" the title. SOOO... May came and went and they told me to just go ahead and drive my car on expired plates. When I told them this wasn't acceptable, they finally decided to give me a loaner car. I purchased a V6 Mariner, and I got a V8 Dodge Durango.... that cost me A LOT MORE in gas, not to mention that fresh new "wet dog smell" it came with.
Oh and did I mention that I live an hour from the dealership, so I have been driving my car and this gas-hog loaner car for an hour each way every time I have to deal with them?? Well it's been almost a month now and get what car I have?? Yep, the gas hog Durango!! I told them I wanted reimbursed for one month's car payment as I have had to take time off of work, make several trips an hour away to take car of this problem and dump a lot more money worth of gas into a vehicle that isn't mine (nor would mine cost me that much) and still pay for a car payment and insurance on a vehicle I can't legally drive!!!
Their claim to me was "well we don't just have money lying around to give to you when you are unhappy, this is a rare circumstance and we apologized more than once to you." Well it can't be that rare, because I read other reviews of people this has happened to AND the person sitting next to me in this "signing room" also had a problem with the title on their vehicle... Gee, must have been a bad day for titles!! Oh and the best part, when I walked up to the counter a girl in the business office was holding a title that got cut in half and she just said "It'll be OK"... How hard is it to properly handle a car title, when you are a car dealership!?!?!?!
DO NOT BUY A CAR FROM CARMAX, WHAT YOU DON'T PAY UPFRONT, YOU WILL LATER!!! Still driving a gas-hog Durango....
NORTH CAROLINA -- Purchased my vehicle March 31. Vehicle made a noise when purchased but thought it was a seatbelt warning sound. Read the instruction booklet and find that something is wrong with the battery. Take it to Carmax they replace the battery in addition to the alternator. Vehicle has same problem the very next day. I take vehicle back and this time they but in the correct battery. Two days pass and I have the same problem. This time they send it to the dealership for my type of vehicle. My car sits there for two weeks waiting on parts.
I have owned my car now for 25 days. My car has been in the shop for 17 days. I still do not have my car. The warranty I bought from Carmax. What good is it, they have to send it to the dealership because they can't figure out what's wrong with the car. I paid close to $2,000 for that warranty. My car payment is becoming due, I have already made an insurance payment. However, I don't have my car. They gave me a car to drive to make me feel better.
However, this car they gave me in no way on the level of the car I purchased. I do not feel they inspected the car well enough before putting it on the lot for sale. They will call you and be nice. However, that does not make me feel good. What happens next time when the 30 days are up. Will I get a loaner, I'll have to pay the deductible because the 30 days will have expired. However, I spent must have my 30 days where they will handle the repairs with my car in the shop. In essence, they get 18 plus days of not having to worry about me finding anymore problems because I don't have my car to drive to see if anything else goes wrong.
I wish anyone who buys a car from there good luck. And if you have reviewed this and it happens to you, well you got what you deserved because you did not take into account what happened to me. Oh yeah, and by the way, their vehicle maybe 2 or 3 thousand dollars lower than the dealers. However, by the time you buy the extended warranty for a few hundred dollars you really didn't save anything. At least when you buy from the dealer, they have these pre-certified vehicles that come with a warranty that close to what you have to pay for at CARMAX, so to me it comes out the same.
And if you buy from the dealer you have someone who knows this vehicle better because that is all they work on. And they probably have all the equipment necessary to do the type of inspection that should be done before a car is placed on the lot. I could write 18 days worth of material here to match the time that I have not had my car that I'm paying for, that I have to pay the interest on the loan for, and the insurance that I have to pay for, and I've got this crappy loaner car they gave me to make me feel better. Please!!!!
They are nice, but It will NOT make you feel better when you spend your hard earned money on a vehicle that does not work. Remember, go to the dealer and get a CERTIFIED PRE-OWNED and you will sleep better and have YOUR car in your driveway instead of some crappy loaner. THAT IS MY 3 CENTS AND MORE.
COLORADO SPRINGS, COLORADO -- I found a car I was interested in. Price was listed as $26599 on their website. Car was on the east coast. By the time my local Carmax (CO) opened for business the price had been changed to $29999. I asked for them to honor the previous listed price. After several calls that same day I was told they would NOT honor their original listing price. I will never use Carmax in the future! This is bait and switch advertising!
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!!!
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.
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 it's 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 overnight 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.
ONTARIO, CALIFORNIA -- ** (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 automobiles" since I test drove an auto 2 months ago. ** 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 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 ** 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. ** since I am not opening an account with Carmax dealership and ** 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, ** 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 **, shame on you working for a big organization like Carmax! I need an apology from you **!
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.
HUNTSVILLE, AL, ALABAMA -- I bought a 2004 Mustang V6 from these ruffians... Worst thing I could have ever done. I was eager to buy the car "My Mistake" which made me sign fast. I did not look through the options properly and it stated that the car had cruise control on it... when it didn't... I went to them a few months afterwards to claim it but they told me that they would charge an extra $200.00... an extra $200.00!!! After they overcharge you for the regular car, they charged me for the features, they wanted to charge me again!
The clutch was worn out, the engine had lost horsepower that could not be fixed with any gas cleaners, treatment or filters, the driver side window got damaged, the car's radio malfunctioned when reading CDs, the rack & pinion had to be replaced because I was having problems steering. Turns out that the power steering pump was damaged too. Then I went to complain about the clutch, the idiots told me it was engine sound... the clutch. These people know NOTHING about cars, they just rip you off and get off with their overly expensive price... I really wonder, if they inspect the car... how come MY car had so many issues?
I can bet you they only Carfax it and they go with whatever Carfax says. I don't think they spend a dime inspecting cars... How could they fully inspect a car when they miss out on ALL that I mentioned + they miss out that the car has cruise control on it... HOW?! They did not helped me with the clutch problem sine they told me the car was... "fine". I found out I did their no haggle price for $3,000 more of what the car was worth...
Please, don't buy from them... do your research & look for another used car. Or you know what? Buy a new one, because buying a used car from CarMax is going to be a heck of a lot more than a new one.... They charge you extra for doing something they don't do... which is inspect the car. I implore you to go somewhere else, don't give into their hype. I'm a serious person and I try not to overreact, but I lost thousands of dollars due to this & this is the only review I can make. I finished trading off the car, losing some money, but hey, I got a way better car that has given me, no issues so far... Good luck getting your car & have a great day.