CarMax - Page 2

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1.2 out of 5, based on 6 ratings and
37 reviews & complaints.

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Posted by on
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 tgreat day,


An disappointed customer from CarMax.
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Used Car Review
Posted by on
About 4 to 5 months ago, I decided to trade in my Oldsmoblie intrigue because it was old and not running as it should be (it stalled as I was driving and had trouble starting)to Carmax. I took it in and actually got a good price for how old it was. I picked the 2004 Altima I have now because I liked the look and the spec's of the car. I got the car-fax report and it all seemed to check out. About four months after I bought the car, it started to do what my old car did, stalling and not starting. Thinking it was something I had done, I took it to my mechanic and he looked over it. What I found out floored me. The actuator and cam system where shot, Brake disc's where cracked, brake pads non-existent, mold in my filters and the whole electrical system had to be re-done. My mechanic told me that none of these problems could not have happened in the short time I have owned the car, but most likely from the previous owner. And yes, I know its a used car and not totally new, but the car-fax report failed to mention any issues the car ever had. I was under the impression that Carmax fixed any issues the car had before they could sell it, but I guess I was wrong. We also suspect my car was a flood car (damaged in a flood) based on the condition of the filters and the air conditioner's horrible smell after I bought it. Carmax does give you a chance for repairs on them, a whole 30 days! I was so excited to have my new car and one that I felt safe in. When my Altima stalled on a highway and locked up on me, I felt like I was back in my intrigue. I have had a horrible experience with Carmax and would never recommend them to anyone I meet, friend or stranger. I thought I would have peace of mind with a younger, newer car, but I don't. I hope this review can help anyone else out there before they go and trust those "car-fax" they deem true and accurate.
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MDSasquatch on 06/22/2010:
Make a big sign that says "CARMAX SOLD ME A FLOOD CAR" and stick it in your window; then drive by the place a lot. I saw a guy in Texas that did this and got some pretty quick resolution
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CarMax - Warranty - "NOT"
Posted by on
ROSWELL, GEORGIA -- We bought a 2007 Nissan Sentra in Aug, 2009 with only 7000 miles on it. I bought the MaxCare Warranty on the car and he salesman said it covered everything except for normal wear and tear like wipers, brake pads, alignment, etc. Now the car ha 11,000 mile on it.
This past week, we rolled down the driver's side windshield and the window was off track and wouldn't roll up. So, we first took it to our local Nissan dealer. They diagnosed that the window clips and track were broken and it would be $450 to replace the window. This would not be covered under Nissan warranty because it WAS NOT a NISSAN window. this of course, was news to us because when we bought the car, who would think to check and see if the all the windows were Nissan authorized? Anyway, we then took the car over to CarMax because we had purchased the extended warranty. After checking out the broken window, CarMax told us that the warranty did not cover "windows," but that they would pay for the part if we would pay for the $129 labor. How frustrating!!! - the sales pitch about the warranty covering everything except for normal wear and tear, etc is a NOT TRUE!

This was our 2nd CARMAX car and next car (which we will purchase in 6 months) WILL NOT be from CARMAX!

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saj80 on 06/09/2010:
Listen, consumers: most after-market warranty programs are worthless. They are very eager to take your money, but very resistant to paying claims.
MDSasquatch on 06/09/2010:
was the car in an accident? did you receive a carfax?

I had an extended warranty on a 2003 Dodge Caravan; used it with <1000 miles to go; saved me $2000. Not all of them are worthless
saj80 on 06/09/2010:
MD, who was your warranty through? I have purchased them in the past, but only if offered through the original manufacturer. It seems as if the third-party warranty companies can simply walk away from their business if they get too buried in claims.
MDSasquatch on 06/09/2010:
I bought it through Chrysler when I purchased the vehicle.

If you are talking about these new companies that tele-market and sell their useless warranties, I agree
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Where's The Customer Service?
Posted by on
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.
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Critical_level2 on 02/08/2010:
Don't rush the buy, $12K is a good chunk to par with. IF you don't like the way they act at Carmax, there are many many more dealers out there. Don't let any of these salesman push you into anything you don't want. If you want a Corolla, then get a Corolla, and find a dealer that is willing to sell you exactly what you want and treat you nicely.
CJ6387 on 01/05/2011:
Recently I went to the Carmax in Jacksonville, Florida...It was the first of the month so sales people were popping out of the woodwork. Though they began polite, it ended up making me feel like I was asking them to preform an act of God for me. I explained that I recently become unemployed and could no longer afford the payments on my truck. The truck, according to NADA and Kelly Blue Book is worth $17,000.00 in the condition I was taking it in as. I owe $11,000.00 on it and I realize that doesn't leave much to work with, but still leaves enough for this particular carlot enough room to make, I was going to go in debt for something economical in return. I was told in the beginning of the conversation with a sales rep in training that they could pay off my truck and put me in something else and "get those payments down"...I allowed them to run a credit report and they took my truck around back to appraise. We were asked to wait for appraisal and credit report...after waiting a considerable amount of time...the sale's Rep's trainer told us he would be the one dealing with us as the new guy was still in training. He said he could only give me $5000.00 for my truck unlike what the first guy originally said and I would still have to come up with another $3000 to $4000 down on that car "with the lower payments"! Less than an hour, both salesmen ask us to come sit down and they would explain what WE would do for me. By the time they got through the whole ordeal...I would have been $20,000.00 in debt for a small used car but "with smaller monthly payments" so everyone wins. Obviously I declined on the spot! Three days later, I get a Dear John letter telling me how they were sorry they could not help me at this time due to my credit...which had already been explained to them prior to all the if I had held out info on them and they had been insulted. I understand how rude and sarcastic these people are...ruthless if you ask me and they get people with promises and then screw them up with years and years of bad financing. All I wanted to do was sell my truck to them and this was based on their ads and billboards...I would not advice anyone to go to this place for any reason. I agree with Critical level2...there are plenty of legit dealers out there willing to work with people who have found themselves in a bad way during these bad times. My not use CarMax for any reason whatsoever!!!!!!!!!
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Posted by on
Today is December 30th 2009. Exactly one week ago I got into touch with this company Carmax there Jackson, Mississippi branch and asked them about selling my fully loaded 2003 GMC Yukon and what I needed to do. I talked to a guy who's named I will not mention who I found out today he was also an appraiser (keep that in mind). He went over a list of features that could come with the truck which include dual power seats, heated seats, DVD system, running boards, aftermarket Alpine radio, dual climate control, rear air control, power everything, OnStar, plus much more. I told the guy the pay off for my truck was $8264.22 and I needed to sell it because I just became unemployed and cannot afford the truck anymore the guy then stated that my truck in good condition with all features working properly and everything was worth $9,800. Now I thought this was great I just wanted the payoff. I went on kelly blue book my truck is worth $10,600. So I decided to drive 3 hours from my house to go sell my truck I also got my wife with my one year old son to follow me in her car which it is pooring down and my wife doesn't like driving far especially in bad wheather because she starts to have panic attacks. So despite all of this we took the ride. I got there around two in the afternoon and got it appraised the report came back that the truck was in good shape, tires good, interior good, exterior good, transmision and engine great, but needed a few minor repairs keep in mind the truck is almost 7 years old. The appraisal came back and before I got the amount I wanted to talk to the person who appraised my truck so the little guy went to get him. He came back with him and he sat down and we talked about the truck. I made the comment that the truck should make me some money and the guy who appraised my truck said and I quote "Oh well we will only resale it for around 14" and then stops and says "Well its my break time" I'm like OK what the hell didn't even think about it twice. After the guy left the man behind the computer said OK well your truck appraised for $6,000. My jaw droped. So I drive 3 hours to here that they would sell the truck for $8,000 more than what they offered me and that my truck was worth $3600 less than what the original appraiser told me I would get. They wanted to buy a fully loaded Yukon 7 years old with only 111,643 miles on it. I don't understand these people I mean I know there in it to make a profit but an $8,000 profit get real what is this junk about. Companies like this one are the reason why the country is in a recession, because the big guys don't care about the little guys who are just trying to do right by there family and try to support them. I will never refer anyone to these people because they are a bunch of scam artist.
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Anonymous on 12/30/2009:
The appraiser obviously gets to keep the rest.
Anonymous on 12/31/2009:
You also don't understand the words 'profit'. No one is going to do the work selling your truck for you and not make any money on it. They also can price the truck $14 grand but that does not guarantee they will get that. They, and everyone who resells anything, must leave themselves some negotiation room.

clutzycook on 12/31/2009:
Carmax doesn't negotiate. The price you see is the price you pay. Kind of like Saturn before it went kaput.

OP, why don't you try to sell your car on Craigslist or Ebay if you're trying to get a specific price. I don't think you're going to get the KBB for it no matter what you do. Remember, the truck is 7 years old and you have over 100K miles on it. That's a well used machine and most people aren't willing to pay those kind of bucks for a vehicle like that when they can get something newer and with fewer miles for about the same price.
rangem20012001 on 03/23/2012:
CarMax is nothing but a bunch of lying two faced con artist you might say they are typical used car salesman
sugadivas on 08/22/2012:
JACKSON, MISSISSIPPI -- As a Senior citizen, I am quick to notice when manners are shown. I was greeted by two young men as soon as I entered CarMax. Both very willing and eager to help me find my car. I found it quickly and was thrilled with it. Looked and smelled new, low mileage, great color, etc. In a matter of minutes the paperwork was ready for my signature - just like that! And, it was mine. It has given me very reliable service.

I have had small things done as upkeep and with their MaxCare Platinum Extended Warranty Coverage, it has been a blessing to me! I highly recommend you allow this company to show you what they can do for you. It's difficult to impress someone with 63 years of difficult car buying in their background, but they did. And, if I have a question about anything, there's a voice on the other end of the phone to help me. Thank you. Ms. Helen
rhski on 09/29/2012:
No one quoted you $9800 on the phone. As a former employee and manager for CarMax for 9 years, I know for a fact we do not give quotes over the phone. We advise that if you want to get a ballpark figure, you can check out KBB, but our offer will differ from that.
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Do Not Buy from Carmax - A Huge Headache & Poor Customer Service
Posted by on
IRVINE, CALIFORNIA -- My experience with Carmax in Irvine, CA has been very, very negative, and I'm beginning to realize the place is a sham. As for their "thorough inspection" - bullsh*t. I took my car to an independent mechanic and right away they found several problems. Sure, you have a 30 day warranty, but the bottom line is Carmax lies when they say they're selling you a quality car and boasting that they guarantee them. In my situation, I brought back the car right away so they could fix the alignment and balancing of the weeks and a rear brake light. First of all, the service department didn't return my messages and I had to stay on top of them to abide by their warranty. When I got the car back, I then realized the spare tire in the truck was totally punk/defective. HELLO!! If I had changed a flat tire on the freeway and unknowingly replaced it with that tire, I could have been KILLED!! When I left a message with the service department again (they obviously don't answer the phone), I never heard back. At this point - irate - I left a message with my salesman (who, to this day, has never called me back) and kept calling the service department until I got someone. As they require that you drive to Carmax to prove each and every issue, I brought it back to show them the defective spare. I was told I would hear from them that day or the next. The next day, a manager called me (I don't know if they received my very dissatisfied customer survey or the service employees mentioned I was pissed) apologizing and saying all the right things - it's unacceptable they hadn't called me back, he doesn't know where they went wrong, they pride themselves on customer service (A WHOLE LOAD OF BS). He said they had had to order a tire from the East Coast, that it would take a week and that he would personally be on top of it the next week to let me know asap when it arrived. Well, "one week" would have been 3 DAYS AGO. I still have not heard from the manager, service department . . anyone.

Dealing with Carmax is a huge headache and I find them flaky and totally dishonest. If you're looking for a used car, look elsewhere!! The "convenience" and "customer service" supposedly offered at Carmax isn't there, and you're better off trying to find someone or someplace else you can trust.
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Anonymous on 11/08/2009:
Sounds like a horrible experience. You can file a complaint with the California Attorney General. The California Department of Motor Vehicles also handles complaints.

Here is a link to the DMV website. I hope this helps.
dan gordon on 11/08/2009:
give me a break. You bought a used car and god you need an alignment! Such drama over a spare tire. You act like the engine blew in the first day. Get a grip guy, they are trying to deal with you. Honestly if your that excited over a fairly small issue, I'd be hesitant to talk to you as well.
redmx3racer on 11/09/2009:
I traded in my beloved Jeep Wrangler (just my second vehicle-a toy) for a more practical 2nd/winter vehicle-04 Explorer Eddie Bauer this summer. Less than an hour after I bought it-the altenator went, leaving me stranded on the highway. I calmy called the dealer, they sent a tow, paid for a new altenator to be installed, I went on my way. It's a used vehicle, things happen. An altenator is not a major problem. So-IMO-neither is a spare tire, brake light, or an alignment. It seems like they are trying to help you-maybe the tire is taking longer to ship than expected. This is hardly a horror story.
EliseLaw on 11/09/2009:
Dan, ever heard of CUSTOMER SERVICE???! It's bad enough that I've had to bring the car down there three times already and things aren't fixed (this AFTER the supposed thorough inspection). My bigger point is they don't call you back and don't do what they say they're going to do! Here's an even bigger point - whether they "want" to talk to me is irrelevant. I'm a customer who purchased their product. We're not in high school. We're in business.

Thanks, ProConsumer!
redmx3racer on 11/09/2009:
Elise-there is such a thing as customer service. From what you have stated it appears they are trying to take care of the problems. After all, they fixed your brake light, did an alignment, balanced your "weeks" (wheels, maybe?) and ordered a new spare.
I deal with car dealers every day. To the point where I have business relationships with most of the service writers at many dealerships. Sometimes, I have to leave a message. Sometimes, I have to call them back again because I don't hear back. They are busy people.
I agree you should hear back from them, and get an update on where your new spare is.
I think the old saying "You catch more flies with honey than vinegar" could apply here based on the content of your posts-but that is speculation on my part.
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Customer Service and Extended Warranty
Posted by on
ORLANDO, FLORIDA -- I bought my VW Touareg on May 2008, I took already to the shop for repair eight times. The same day day that I brought the car, the flat sensor was on, after 4 times taking to the service department was fixed. (two times at CarMax and 2 times to VW dealer). In January 2009, the headlight system shot down, specially, the left side, they fixed it. They said that I have to wait to fixed the right side until shotdowns, like the left side, because was so hard for the extended warranty pay for this issue. In the meantime I was having on and off the check lights sensor. On May 2009, the problem started to increase and I called to scheduled the appt., they order the part and schedu;led another appt, on that day they said that was the bulb and they replaced, as soon I was Driving the car, the check lights senor came out again, I called and spoke to the service coord Dana, she said will be calling me back verify what they will be doing it, she never did, until I called back again and threated them, with a safety issue, took for her 20 minutes to call me back to say bring the car again and we will take to vw dealership, I took the car, they Drove without my authorization, when a car has an issue like this, they cannot Drive it, they supposed to put on a flat bed, also they used all my gas tank and never replaced the gas, they said is OK to do it. They rented a car for me and took 2 days to be fixed, when Dana called to let me know the car was ready, listen the explanation, VW replaced the bulb and we did an upgrade, because was the bulb, and this part is not covered by the warranty, but we will be paying for. I tried to get my gas money back and the manager his name is Steve he said a big no, other manager Brandon he said a s well. These are the rudest staff that I ever found in the service industry, the manager Steve, he told me that he was done with nme and I need yo leave the place, after an hour conversation. On my way home, my check lights sensor cameback again. When I contacted the service department, they said is OK to use my car use my gas, because they were doing a favor to me, this is not acceptable. Also, I am still dealing with him regarding my issue. I requested the survey from my service, because I never received one from this issue since January, and they said that the system assigned them randdomly, just excuse, the first four times, I received my survey on the mail and with this issue is very strange. let's see what happened...
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Soaring Consumer on 07/01/2009:
I think you should see if you are covered under the Lemon Law. They tried to repair this problem multiple times and this could potentially be a safety issue.

Also, how many more miles were put on the car by CarMax? You may be interested in filing charges for unauthorized use if the number is significant.
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Carmax Tries To Rip Me Off
Posted by on
FREDRICKSBURG, VIRGINIA -- The wife wants to upgrade her SUV so we stopped by Carmax close to her parents house while visiting. After thirty minutes of looking they have nothing she likes until they pull up one from the internet. So we start the process I do most of the paper work salesman tells me we will finish the rest when the SUV is delivered. So I give him the transfer fee then says he will call when it comes in. Two days later he calls we go in I check the SUV it looks great finishing up the paperwork. I look at the contract and the salesman has the $2000 warranty on it I told him we did not need it.

The in-law is a mechanic he takes care of our cars. So salesman says are you sure I say yes he proceeds too tell me about it I say again I do not need it. So salesman just gets up and walks off and starts talking with others sales guys. After 5 minutes comes back and tells we were not approved note( 2 days before when we were there I was approved been approved for triple than the price of this SUV for another vehicle we own I know my credit is good not trying too say I am rich or anything ). So I say how can that be he says well we made a mistake on the paperwork then says but if you put down a thousand we might be able to work something out. I get up and tell the wife lets go and get my transfer fee back.

Next day another salesman calls me and ask if I still wanted the vehicle I tell him too late we already bought from another dealership with 500 hundred off the asking price with no hassles. I tell him if your salesman weren't trying too screw me over I would of got it there. So the way I see the salesman was trying too make extra commission off us ans we will not be going back to Carmax ever again they have lost our business. So be wary of what they say to make a sale.
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Anonymous on 10/10/2008:
Used car salesmen...hmmmpffff
Anonymous on 10/10/2008:
What is the deal with car dealerships in Virginia? Tom Kline with his RK dealerships and now this outfit.
Slimjim on 10/10/2008:
Before your time here zz, we had larry/lwrhps griping about every body shop too in Fredricksburg. I don't think the blame was on the shops in those cases though.
Anonymous on 10/10/2008:
LWCrookedBodyShop, right?
Man, if it's that bad in VA can you imagine how it must be in WEST VIRGINIA?!!!
Slimjim on 10/10/2008:
LOL, OK I guess he wasn't before your time
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Don't Buy A Car From Carmax
Posted by on
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 expires 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 months 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!?!?!?!


Still Driving a gas-hog Durango....
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Anonymous on 06/22/2008:
You may have to sue them for failure to provide title to the vehicle purchased. Technically you own the Mariner as the Durango is a 'loaner'. In the meantime I wonder why you didn't request a loaner you'd be more comfortable with?
Melas on 06/23/2008:
The Mariner and the Durango do not get the same gas mileage. The Durango was an 05, and my Mariner gets 22-24mpg where the Durango gets 14-16 MPH not the same!! My mariner is a V6 and the Durango is a V8 so big engine difference too!!I will try contacting the DMV, as for the loaner, I did not have a choice as they told me they don't usually give out loaners as they just want you to drive on expired plates. I wouldn't have cared if it was a couple of days or even a week (like they said) but not a month!!
ChrisIsSocial on 06/25/2008:
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. I have forwarded your note to the CarMax Customer Relations Department. Please feel free to follow up with them 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 read an instance such as this. Thank you.
mbm135 on 07/03/2008:
I am going through the identical problem in Colorado Springs. 30 days is approaching and dealer has admitted the car did not have a clean title when sold to me. It was also a Texas car originally. It is illegal to sell a car in CO without the dealer having a clear title (Misdemeanor with mandatory jail time--I think). It is also a $10,000 fine to not provide title here within 30 days.

Do what I am doing and notify your local state Dept of Revenue and request an investigation. It is also illegal for Carmax to tell you to drive with expired plates--you get fined for that, not them. They should refund your entire purchase price, accept nothing less. Sue for the purchase price, legal fees, lost work time, car payments, and interest. Notify the local State Attorney General also. Start now, it will take diligence and time but this is illegal activity and the judge will hammer down hard--they should lose their license. The longer you wait, the tougher to prosecute. Telling you they are sorrowful is meaningless, get a refund and accept nothing less. Talk with the General Manager and deal with him or her only. Good luck and stay on them. GET A LAWYER.
Melas on 07/06/2008:
mbm135- Give me more info. Have you started litigation yet? I contacted one lawyer, but they don't work on those types of cases, but I don't want to let this go because CarMax treated me like crap, long with several others. I worked with the General Manager, and he was the biggest pr*ick to me. I do want to seek legal matters and get reimbursed for lost work time, at least 1 car payment and month of insurance, and the extra money I put into the vehicle (gas hog they gave me) that I normally wouldn't have had to.
Karma on 01/30/2014:
We just had a traumatic experience in San Diego California. We were told of the 5 day return policy. We trade in our cars every time they get to 70,000 miles so we trade in a lot of cars!
We took 2 cars in at which we were told with kind of a drum roll intro "OK , would you like to see what CarMax will buy your vehicle today for" then click the screen brings up a magic number.
We looked at the car lot and found 2 cars, I'll talk about the cute car I (bought), 2006 Jetta with 14,000 miles on it! wow what a deal! Right ? 14,995 but the miles were so low and it was so cute and comfortable as the sales person explains it was kept in a garage by a older lady that had her license taken away) , Well I was able to get my own financing at my bank for 1.98 , but they still fired out my app and they shopped my application to 6 banks!!!!! Lowered my FICA score, (Which was over 700) . so I take this "option contract to my bank after receiving the car. My bank tells me it is over $2000 over book and its a 2006 and they cannot do it! WHAT?
YEA so then I call the sales person (Natasha ) which in turn talks to her mgr (Patrick) who then explains to me they book their cars using a "black book " not a "KBB" WTF? so I'm like what? so we go down there and they bring in Jake who did the appraiser who explains that HE decided since the miles were so low that they would tack 2,000 on OK WTH? So then they advise us to look at other cars...OK...we look til late....I call the next day with tears in my eyes saying that we will return both of the cars. To which Patrick in a demeaning tone questions me about why I need to return both. I try to explain since we traded in two cars we will just return them both. he continues to push me So I hang up so upset and calll the sales person, in which she says to wait and she will tt the mgr.
then she calls me and says "OK you can return the cars...BUT YOU CANNOT HAVE YOUR CARS BACK. WRF??????? So now they have us in a choke hold. the mgr offers to hold the contract for a couple more days but says "you sold us your cars and their gone!" OMG! So now I'm furious, my husband is furious,, we have now lost 3 1/2 days of work trying to find a car. Then they offer to ship down a couple cars from other places so I ask for 2. the sales person calls and says Patrick said they cannot ship 2 different cars and I can come test drive one that is comparable and then if I like that one I can buy the one up in another lot and then he will send it down. so compare a used car to a used car ??NOW REMEMBER THIS IS ALL BECAUSE THEY "BLACK BOOKED" (MADE THEIR OWN) BOOK PRICE. They could have come down on the price I'm so sure a company that big its a 2006 car!!!!! Last night was 2 days away from him financing this 2006 with their 8% apr! Well that was it! I didn't care if I didn't have a car I would rather get a ride or walk to work , we were losing $ and time , gas going there and back home 20 miles and me getting a prescription.So we go down their to return one of the cars, (we needed the other to get home) we go in they all know us by now, I say"I'm returning this car (with tears in my eyes ) the first question " when did you purchase the car!? Now they are trying to pull the you can't turn it in! Well it had another day ...signing back this one car was the bet feeling I ever had. I had to go to the Dr. To get muscle relaxers and I am still so upset about this nightmare!!!

That same night we bought a 2013 VW Jetta SE with certified warranty 22,000 for 14,885.

CARMAX IS A GIANT RIP-OFF CAR VENDING MACHINE! So many complaints you would think we would have a huge lawsuit ?
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The Carmax Experience, Well It Sucks!!!
Posted by on
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 fell 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. There 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 the 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.
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User Replies:
axhandlebill on 04/24/2008:
car max buys junk at auction's and they buy low priced cars that have high miles or no one else will buy because something is wrong with it. the cars or trucks on a Car Max lot came from some poor sucker traded in his piece of junk or "new dealers" that don't want them on there lots...If you want a good used car go direct to the source of the product..Get it????
2inform on 04/24/2008:
Well, first it sounds like the poster should have had the sound checked out and corrected before signing the paperwork.

I bought my vehicle from CarMax with low mileage, and have had very few problems. The transmission to my VW did go out, and CarMax took care of the problem. They even waived the $50.00 deductible. I do plan to purchase from CarMax when I decide to get another vehicle.
ChrisIsSocial on 04/25/2008:
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. You didn't use a name within your post, would you 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 read an instance such as this. Thank you.
jktshff1 on 04/25/2008:
chris...come back and let us know how many calls ya get! LOL!
screwed by carmax too on 07/23/2011:
Just read your post and it's very similar to mine. Wish I would have seen it before I purchased a car there! I purchased an Explorer from them and drove it on my family vacation 34 days after having it. The transmission went out in the Explorer while we were over 1000 miles away from our home. With the extended warranty I purchased they replaced the transmission and it cost me about 800.00 to go get the vehicle from Wyoming. Not to mention being without my car for over 27 days and they don't care about any of it. After being totally irrate and telling them I didn't even want their damn vehicle that I made the first payment on when it was in the shop. They called and told me they would "exchange" my car for another. They would give me what I owed on it and they would let me "get a loan" for another car. Funny thing is when I went in today to do it they said that they would give me book value on my Explorer and I would still be out the money for the tag, taxes, title and I would also have to pay all that on the new vehicle. PLUS now my interest rate would be almost twice as high and I would have to have a large down payment. THANKS CARMAX!!!!!
rangem20012001 on 03/23/2012:
don't waste your time calling the home office as chris suggest I have 2 bad checks for 29.000 and they still refuse to pay and yes they have the car and title they are a bunch of worthless lying pieces of crap randall mitchell
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