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Do Not Buy from Carmax - A Huge Headache & Poor Customer Service
Posted by EliseLaw on 11/08/2009
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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Posted by Anonymous on 2009-11-08:
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.

http://www.dmv.ca.gov/consumer/invest/inv172.htm
Posted by dan gordon on 2009-11-08:
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.
Posted by redmx3racer on 2009-11-09:
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.
Posted by EliseLaw on 2009-11-09:
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!
Posted by redmx3racer on 2009-11-09:
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 Cmatta70 on 07/01/2009
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 a issue like this, they cannot Drive it, they suppose 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 recived 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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Posted by Soaring Consumer on 2009-07-01:
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 Service Department Sucks
Posted by Jenni Ford on 04/13/2008
BOYNTON BEACH, FLORIDA -- I loved my sales lady but THE SERVICE DEPARTMENT SUCKS!! Every time I have gone there it has been an annoying experience. They boast about things being quick/easy/and they will keep you informed.

Ok well I bought a nice 2006 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 in and was told that it would take no longer than 10 minutes. These guys are so freaking 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 complaint. The entire time they were so just no cooperative with me.
     
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Posted by ChrisIsSocial on 2008-04-17:
Jenni - My name is Chris and I am the social media PR guy here at the CarMax home office. I have shared your post with the CarMax Customer Relations Department at 1-800-519-1511. Please feel free to contact them directly. CarMax strives to offer excellent customer service and we take it very seriously when we read an instance such as this. Thank you.
Posted by girllaw on 2013-11-11:
I recently purchased my fifth car from Carmax, and have had to service it once a month for repairs. I trusted Carmax's certification, but evidently the service has gone down hill. Like big companies they have lowered their standards to cut costs, deminishing customer service and poor quality products. I even bought a warranty but it has cost me a $150 extra a month for repairs. Carmax would not work a deal with me, and let me return the vehcile and purchase something else. I have great credit and have been a loyal customer for years. They do not care. I'm just a number for them. I will never purchase another car from them again. I'm also done recommending them to friends and family.
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CarMax
Posted by Janetk on 12/12/2007
Good and Bad feelings For CarMax:

At Carmax my sales guy was helpful and pleasant. I had meet with him three times and called him with plenty of questions.

HOWEVER: This poor nice young man helped me over three days, picked up the phone every time I called and they only pay him 150 for the sale. By the time he finished with me he must have been on minimum wage by calculation. I really felt bad for him when I told my menopausal/hormonal friend to ask for him , she took six visits !!!

I was once in sales and told his manager my feelings on their pay structure He got upset with my sales guy I guess the fact they so underpay their staff is supposed to be some corporate secret.

Thanks,
Janet
     
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Posted by yoke on 2007-12-13:
jay, at Carmax they get a flat commission on cars. We sold and bought a car there and that is what our salesperson told us.
Posted by Janetk on 2008-01-04:
150.00 there bud. 150 is all those poor sales guys make from helping us customers. Thats nuts, I used to make more than that selling a cell phone contract back when I was in sales.

Janet
Posted by jktshff1 on 2008-01-04:
Commission= work your bu** off put up with all the stuff customers hand you, and live with it.
Ya make as much money as you are willing to work for and put up with as much stuff that you want.
If you can't handle that go back to punching a clock.
Posted by Janetk on 2008-01-05:
True enough Im not in sales any more...I just love CarMax alot and wish I could at least see one or two familiar faces each time I go back instead of the high turn over they have due to my guess of underpay.
Posted by jackbelias on 2008-01-08:
Nothing new here. The dealership I worked for insisted on flat rates for new cars and often tore the price off the top of the used cars we could make our money on. They would then rob the customer in the back of the sale to make up for what they took off the top. In the end you work hard, long weeks for sales managers with bad attitudes, criminal minds, and no people skills. Car salesmen make squat in most places and whats more they get the blame when the sales managers and finance managers rip the customers off.
Posted by macyanddan on 2008-01-23:
I visited Carmax prior to purchasing my latest car. Our salesperson was a supernice guy who gave us great service. The rub was that they give the bigtime schpiel about how all their cars receive 12 plus hours of detailing. We asked to look at an 07 Honda CRV. The car was filthy, dirty inside and out, dusty, with coffee spilled all over the interior. It had not been so much as wiped down on the inside, and had been driven into the ground. And the were asking more than what the car would cost new at the dealer. The poor salesperson was mortified by the condition of the car, but remained ever the gentleman. We spoke with a manager and told him that they should be embarrassed to even show the car. Then they gave us a lowball offer on our trade, and we left. Not sure how they are going to make money at this rate.
Posted by Dave73 on 2008-01-24:
Its so hard to find a PERSON you want to buy from not really a dealership. CarMax with its Ivey League Corporate Genius staff at its Headquaters doesnt really seem to "Get it" no matter how they streamline their process with something as complex as a Car purchase they should try to keep some good people there and worry less about being futuristic. I buy things sometimes because of great service and couldnt care less about how fancy the company is. No joke they change staff like people change socks. Retention is everything when building a good company.
Posted by Melas on 2008-06-23:
The Carmax Salesmen get $150.00 per car. Current and Ex employees have mentioned that. Where do you think they come up with tha $149 (not required by law fee)?? :-) Carmax isn't fooling anyone. I feel sorry for the salesmen that are nice and have to put up with the horrible company service for their customers (like mine did) and Carmax has a poor way of doing business. Their dealership is new to my area and it is not doing well and I can see why after buying from them. The actual purchase was easy, but trying to get everything corrected and done after the fact is very difficult.
Posted by Melas on 2008-06-23:
I wanted to mention one other thing about their Salesman turn ovee. When I started shopping with Carmax, I sat with a young man and we did the whole "computer thing" and found the car I wanted. While I decided which out of the 2 vehicles I picked out I wanted, we exchanged e-mails for questions and status on the vehicles, so 2 or 3 days later when I decided which car I wanted they connected me to someone else, who ended up being my salesman in the end, but they had to run everything through the computer again, as all of my information I sat with the other guy and gave was gone. They had to rerun my credit and get all of my information again! The only good thing that came out of it was that some of the bank offers changed. Some requested lower interest rates or down payments than they did the 3 days before. Luckily the vehicle I wanted was still available so I was able to get it, but nothing has been write since then (see my review I posted) I started the vehicle transfer at the end of March/ beginning of April and it purchased it on May 1st..it's now June 23rd and Carmax still has not resolved these issues.
Posted by Marky Marc123 on 2008-12-12:
hey all i once worked at carmax its nice to see you are all so caring about your sales rep but honestly if you guys look more into the history of carmax they are a fortune 100 company we are pay ed 150 per car yes but customers usually buy a waranty which is another 150 not to mention if you are in higher sales clubs you get paid even more we also get paid each time you sell us a car 50$ yes it doesnt sound like alot but there are salesmen who buy 20 cars a month and sales 15 plus i went there straight out of highschool and was instantly making 4 grand plus a month carmax is the best company i ever and will ever work for in my life i was immiture at my age and wasnt able to handle the job maturly not showing up at work and so on and was terminated even so i still admit excuse my language but id sell my left testicle to have that job back in a hot second
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Broken and Out of Money!
Posted by Lauren.spinelli on 10/24/2013
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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Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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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StarEmpty StarEmpty StarEmpty StarEmpty Star
A Dream car... Yeah Right
Posted by Dezig209 on 08/03/2013
MODESTO, CALIFORNIA -- We all hear stories about friends, or just plain out strangers buying cars and a few short months down the line, their dream vehicle is sitting in the driveway collecting dust, unable to drive it but still have to pay for it. Well unfortunately that's my 'car' story and I'm sticking to it. Well pretty much, I don't have a choice but to stick with it.

About six months ago I bought a car from Carmax, the sales associate was very nice, helpful..Actually the whole entire staff was so I never thought negative about the whole situation. I test drove a 2005 Chevy Aveo. I fell in love with the car, my very own car I bought and saved up for. They showed me a report on the vehicle said it was inspected up and down, sideways back and forth you name it they inspected it. The car even came with a certificate stating it has been though various tests and protocols. I couldn't afford the warranty but didn't think it would be a big deal since the car was inspected my numerous mechanics that work at Carmax. Six months later..My car is sitting..Collecting dust...I'm unable to fix it because I still got to make the payments and the repairs to my car are equivalent to buying a whole another car. The timing belt broke after just six months of having the car. I'm just thankful nothing happened to my family and I because I was on the freeway when the car broke down.
     
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Posted by clutzycook on 2013-08-03:
The timing belt broke and that's the replacement cost of the car? It's not a cheap fix (what is on a car?), but it's not usually the most expensive one either.
Posted by GenuineNerd on 2013-08-05:
A timing belt failure often leads to an engine replacement, since the inside parts of the engine can be damaged should the belt break. Good advice would be, if buying a used car that has a timing belt engine, to immediately have the timing belt replaced, regardless of age, to be on the safe side, because you wouldn't know if the belt went 1 mile or 100,000 miles.
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Carmax, the Run-Around, & a Lost Car Title
Posted by Duagdinn on 02/11/2013
NORCROSS, GEORGIA -- We were recently at the store in Norcross, GA. It was very unpleasant. I had went 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 went 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 some what 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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Posted by 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 definately 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.
Posted by 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.
Posted by ok4now on 2013-02-12:
Excellent post Clutzy and voted as such.
Posted by 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.
Posted by 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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CarMax couldn't possibly have done 125pt inspection
Posted by AJGreen on 02/09/2011

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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Dishonest Service Department
Posted by Chipmunk53 on 12/29/2010
I used to have this car
I used to have this car
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 their is no email address to contact the local store and in their phone directory their 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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Posted by 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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Customers pay a high price for Car Max to continue advertisements
Posted by Nookie on 11/11/2010
OAK LAWN, ILLINOIS -- I was approved financing for a used 2006 Kia Spectra with 42,000 miles for the price of $9,952.00. I put half of the asking price down and the rest to be financed. WIth my down payment the total purchase still came out to be $17,962.00. I was given six long years to pay off. The gentleman who processed me navigated through the computer so fast, I had to ask for an itemized bill as he had no intentions of showing me the final cost of this ripoff.


     
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Posted by Anonymous on 2010-11-11:
generally if your credit rating is poor they higher the interest rate on your loan will be. If you have bad credit it is not the fault of the financing company. They have to worry about people not making payments and it is an expensive risk
Posted by momsey on 2010-11-11:
It's not clear here what the $8,295 consisted of. I know $1,559 was the warranty, and obviously you can't buy a car without paying taxes. But that does seem excessive, unless you had a high interest rate, as mrvw is inferring.
Posted by db1105 on 2010-11-11:
I think a lot of information was left out here. You were required to purchase an extended warranty on a 5 year old car? How long and at what rate was the loan for?
Posted by jktshff1 on 2010-11-11:
When I was told I HAD to purchase an extended warranty, I would have walked away.
Posted by NickL11354 on 2010-11-11:
Buying a 4 year old car with 42,000 is a huge risk. Despite what people say, once a car is over 5 years old or has over 100,000 miles on it it isn't worth keeping due to huge & expensive repairs that happen.

Posted by Anonymous on 2010-11-11:
Is it really, Nick? See, I would have thought that was a great pick!
Posted by momsey on 2010-11-12:
Nick, based on this and another answer I've seen from you, I'm going to guess you're a new car salesman!
Posted by Disaster Worker on 2010-11-12:
Nick, I guess I'm just lucky then with my 6 year old Cadillac CTS that turned 100,000 miles last week. Never had any repairs other than usual maintenance.
Posted by Anonymous on 2010-11-12:
2002 Chevy Silverado...255,000 miles and counting. It's been up and down the West Coast for vacation nearly every single year, been to Vegas and back, to Phoenix countless times, etc...Nothing but new tires, an occasional oil change, and (1) fuel pump. You take care of your Chevy, and it'll take care of you.
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