CarMax Customer Service

Me and my fiance' applied for a car through CarMax online we got a call from a customer service representative in Georgia with CarMax which all their calls are recorded so what has happened is the customer representative for CarMax in Georgia did our financing application with us Monday 8/28/2023 fraudulently processed our financing application and told us all we had to put down was $1000.00 because that's what we agreed to so she did the financing application sent it to the financing company american credit acceptance and came back and told us we were approved for financing so we asked her while the call was being recorded if we need to send her proof of our incomes insurance and proof of our residents she said i didn't have to send her anything because it was already documented but it wasn't she had fraudulently processed our financing and said were approved and that we can have our car delivered to our house which was also false because CarMax can't deliver cars across state lines so we were lied to and the representative from Georgia fraudulently processed our financing which now has us looking for a lawyer to file a lawsuit against CarMax car has fraudulently processed our financing and fraudulently processed our government incomes which is disability incomes in the system which is a very serious situation something needs to be done with CarMax they either need to make this right or we will be taking it to court which don't want to do which looks like we have to do that or they can settle this out of court

Worst service ever. Did the same mistake twice with loan payoff check. Firstly it was sent to wrong address (carmax said the bank was our in-house client) No verification are performed, wrong estimated dates were given. Second time the payoff check with sent to different bank which took at least 45days to clear my loan. I had to pay the loan amount.

I am a customer of Carmax because your Crack online sales team promised me that my topper on my Honda could be swapped for a Honda I was looking at online. Robert told me this and I called back concerned because I would have a 200 mile trip to get to the Colorado Springs office. They confirmed the topper could be transferred to the new vehicle. When I arrived, my sales rep. Blaine Anderson asked the sales team to consider the transfer of the topper, the sales team did and said it was an electrical issue, I said the electric does not have to be connected. They still refused to consider. In fact, the windshield was scrapped on the truck I was to purchase. This kind of tactic to say whatever to get the customer in is unfair, and I feel slighted. I just want to confirm the inside sales rep was very receptive and honest, but honesty and customer service does not extend to the online sales, nor the Colorado Springs services team.

First, I want to say that so far (it's only been a month), I am happy with the used Toyota Sienna that we purchased at CarMax. What frustrates me is their customer service. When we set up a time to come in, I knew it would be after normal banking business hours so I provided Representative 1 with the information they needed to verify our loan payoff. Come to find out, Representative 1 did nothing with it and after sitting at the desk for over a hour, we were told that we would have to come back the next day. My husband and I had a specific time frame we could come the next morning and I relayed that to Representative 2. Upon arriving, we were met with immediately with Representative 3. However, when the time came for me to have to go, I was given a look like I was stupid for even thinking we were close to being done. It was not handled in a professional manner and we were frustrated to have to come back a third time to finish the sale. We transferred our license plates. All CarMax would've had to do was ask who is primary on the current plate to know that the same person has to be primary on the transferred plate. That question was not asked and we were extremely disappointed to find out that we were issued standard plates instead getting our personal license plate transferred. All because my husband's name was first on the title for the car we traded in and I was put first on this new car. CarMax has too many representatives working with customers and information is not communicated properly which makes for a very inefficient buying experience. Now we get to visit the Tag office to fix the license plate issue. Needless to say, it's more wasted time and probably extra fees.

My daughter just bought a car from car max in Virginia only less than 3 months and she is stuck out in Florida with her infant daughter and already spent 500.00 to find out what wrong..still stuck in Florida...and is military wife.

my car is great but Carmax customer service is s**t! we recently received active military order to go overseas and wanted to ship the car. we were give. the run around saying we could but then we couldn't. Then we were told we could but needed the title....um hello....obviously we can't have the title because we are still paying on the car. then we reached out to the shipping depart and asked if we could ship the car. They said Carmax can't ship internationally. okay that's fine but then we proceeded to ask can we ship the car if we don't go through you and ship the car internationally with a third party. we then receive an email "we don't ship internationally" there was no email greeting no ending greeting nothing just pure flat out unprofessional rudeness. I swear if I could give this car back and not do business with Carmax I would. Clearly whoever is working in the customer service department needs a refresher course on professional response and reading.

I purchased this vehicle in Jan 2022 and have already had to replace the engine. Every month since the engine has been fixed, it's been in and out the shop. $32,000 for a lemon is too much to be paying. The fact my mom bought four cars from CarMax and never had an issue, I thought I'd give them a chance. I regret ever purchasing this vehicle as it's caused me more money than I'd wanted to. I'm very unhappy, disappointed and dissatisfied.

Desired outcome: Get your lemon vehicle and destroy it. There's no fixing this vehicle.

Carmax told us that they couldn't find record of our purchased vehicle (we purchased it last week) as our mechanic gave the vehicle a going over and wrote down what needs fixed to keep the car and when I called service department at Car Max, we were put on a forever hold and then told they have no record and to call back tomorrow. This is 7/27/2022. They gave us a vehicle with leaks in the struts and differential leak, bad battery and one bad tire which they promised to replace with a good tire after they ran over a nail or screw and it flattened the tire. NO CUSTOMER SERVICE from the service department!!

Carmax Escondido California stating that I cannot test drive because I only have liability insurance my car was totaled and therefore I have no insurance need at this time seems wrong please advise

Had an issue where I didn't get my license plate decal and there's no way to retrieve it from the DMV and they refused to help me. One of their managers: Lexi hung up on me and their regional manager Kylie said she couldn't provide me with anyone's last name to help me put in a complaint with their corporate office. This is the Savage Road in Charleston, SC location

I'm a single Father in Tampa Florida. I am writing this review after my second Friday in a row having to rush to CarMax after I had called and scheduled N appointment. First spending an hour at my Bank Of America withdrawing $15,000.00 Car Max has the most incompetent group of Managers that a publicly traded corporate can put together. After arriving at 7:30 pm and sitting on my phone finding a better deal right in front of there face with $25k in a fat envelope. This envelope should have been enough information for their manager to get off his ass and do his job. I will be paying for two men to stand outside there property and hold signage that expresses my feelings of Car max's policies and procedures. Carma always has a way of equaling the playing field at CarMax. This makes 2 hours of wasted time at the store tonight.1 hour at the bank. I was pre approved after test driving a vehicle last Friday night. The salesman would rather say it's too late at 8:40.

Horrific experience. Worst customer service. They lie and sell you a damaged car and then run away. Don't buy from them...

Do not ever take advantage of their 30-day return guarantee if you are financing the car. We have had a total nightmare getting our money back in an exchange!

I think that there should be a better way than having questions asked about from 20 years ago, I'm very upset because as it being my first time there and the employees are very professional but when it comes diem to the questionnaire that you have to answer for identity theft is ridiculous ! How am I suppose to remember what number house I lived at or what's my cousins birthday , I have over 30 cousins ! I have been without a car for a month because of an accident. I was finally excited to get my car and since I failed the questions I couldn't get my car I was ready to put a down payment for. It really ruined my day and especially if what's going on in the world ! Thank god I was off from work but there should be another way of going about the identity fraud exam , no ones gonna remember a number to a house , cousins bday.. really ! I'm very upset and just had to let it be known.

What customer service, what support?
I purchased a 2007 Mazda CX-7 in Dec. 2016.
Within 60 days it had to have the engine replaced plus a slew of other problems.
It has now been in the shop,(and is now) for the14th time, the 9th TIME after the install, all engine related problems.
It has affected my reliability at my job, multiple rental cars, all not reimbursed for, and my piece of mind.
One person called to address this issue only after I left a negative review, 2 YEARS AFTER.
WE'RE GOING TO COURT.

My name is Rosa , I bought a 2014 Versa Nissan with Carmax in Orlando less than 6 months ago and I am extremely disappointed to be without a car 5 months later. My car start to over heat last week 03/02/16 I toke the car to service at the same Carmax store on Semoran blvd for repair on 03/03/16 7:30 am. After spent the whole morning there waiting they told me that the car would be ready for next day 03/04/16, almost ONE WEEK later I still don't have my car and every day they give me the same excuse " we ordered the part and your car will be ready tomorrow"{!?) I tried to talk to the service manager Steve Linquist several times but he is never available and does not return my calls. How can you treat a client like that?! Can anybody tell me what is going on??

I bought a 2006 convertable chysler sebring at car max 4.5 years ago in arlington texas,and financed this through santander consumer. This company is terrible. It takes irregular amounts every month for interest and there is major discrepancies with my billing info. My monthly statement say one thing and the payment history says another in interest charged and prinicpal. Carmax I would reconsider using this bank for your customers. They denied recieving my witten complaint to the better business bureau for the financing issue, and still have not given a an explanation for the discrepancies. They are portaying themselves as crooks and robbing the public in taking interest and not applying it to the principal. I put 3,000.00 down on this car for these people to rob my money in a car loan. I would suggest not taking this long in clearing up matters as such or doing business with people who do this to your customers.

My name is Vivian Demus-Mathews. I called your office last week with a complaint of your Brandywine Carmax service department. My car was dropped off Sunday, August 10th for a 100K mile check-up, tune up expected and a check of the sensor light for a few warning I received. Customer service has been extremly POOR. My car has been at Carmax for ONE "1" week today for a tune up and replacement of a few values.... WHAT is the Problem!!! I can't get throught to talk to anyone because their lines indicate the mailbox is full. But when i was able to get through no one called me back including the service manager. HELP ME PLEASE! I'm afraid....of what to expect when and if I ever get my car back. Will it be fixed or just parts thrown in there. Why did I select a contract with Carmax if service is not to be had. I could have taken it to the deal.

The Sales Manager was not friendly. Still waiting on his call he promised it would not be long 1 week ago!! We had to pay $ 199.00 for a 2nd useful key. Here is the story: The contract stated 2 Keys. We received one VALET and one regular key. It was NOT disclosed before completion of the sale that the Valet key is not to be used to drive the van. Talked with Sales Manager Mr Davon but did not get a response back as he promised 1 wk ago. We had to pay $199.00 (with military discount) for a 2nd computerized key and REQUEST A REFUND. The sales contract states 2 keys, no VALET key mentioned which can not be used to drive the van.(see email from Chrysler Corporation) I think this is very poor customer service and should have been disclosed prior to sale. We feel deceived by CarMax. I hope you can help and initiate a refund. Contacted Crysler about the keys:

Email from Chrysler Corp:

Dear Rosemarie,



Thank you for contacting the Chrysler Customer Assistance Center and

congratulations on your purchase.



The key and key fob system of our vehicles are a type of security

system. There are components in the key fob that the vehicle reads to

know theft key is the proper one. If the vehicle does not receive the

signals as it's supposed to it will shut down the engine. This can be

reversed by inserting the proper key again. This theft deterrent helps

prevent car theft. The 'normal' key is called a valet key. It is used

strictly to open the doors and trunk. If there are any other concerns

you have please feel free to contact us.

Thank you again for your email. Should you require additional

assistance, or have any new information to provide, please reply to this

email message or call



Sincerely,

Robert

Customer Service Representative

Chrysler Customer Assistance Center



For any future communicat

Purchased an M56 2011. Had gone through CarMax 100+ point check list, AOK. Got the car home and within 30 days, took it to the Infiniti dealer who had to replace the 2 MAS.

Also replaced the ignition switch assembly, intermittently wouldn't start.

Also reinsulated the console for noisy vibrations.

CarMax "inspection" isn't professional or what they would have you believe it is in terms of thoroughness.

Don't but until you have a dealership inspection.

I purchased my 2011 Maxima from CarMax in Lithia Springs, and they are the WORST EVER. I will never refer anyone to Carmax because of them. I am in the process of writing a nice letter to send to the Corporate office. I know it will probably get lost, along with all the other complaints, but I must get this experience off my chest.

Purchased a Hyundai Veloster from Carmax Albuquerque. They failed to provide the plates and registration. They sent them to the wrong address. They put the wrong data on the purchase forms causing my son and I to have to return three times to get it right. The car was purchased in early November (maybe late Oct) of 2014. It is now January 19th, 2015 and we still do not have plates or registration. Last I spoke to them they requested we bring the car into them for a free oil change, wash and to take a little bump out of the hood. I was told they would adjust their schedule to do this. I am going in Wednesday. But now they cannot do it as they have other cars to work on. The trip in is roughly 200 miles. They want me to go back next week. I have to go Wed and now have to return...yet again because this company cannot get their crap in one sock. I purchased from them previously but I doubt I will every do so again. Inept.

I visited the CarMax on Barrett Parkway in Kennesaw, Georgia. ALL TIME WORST EXPERIENCE EVER. I went there after work, because they were near closing I was rushed through the purchase process and out the door. A week later I was already experiencing issues with my vehicle. I brought it back and was pretty much treated condescendingly and told nothing was wrong. It's been four months and I have had major issues every single month since purchasing. They wouldn't repair because I didn't buy their service contract and continued to turn me away. After repeated calls nothing. Finally, my car broke down and I had it towed to them. Spoke to someone in service and they said they would look at the vehicle. The next day I get a phone call that my car was sitting in their lot with the keys in it - nobody at CarMax knew who it belonged to. Finally I go in to speak to one of the sales managers, he says there is nothing he can do, I must speak to the service manager. Mind you, I am paying for a car rental because they won't give me a loaner car despite the fact that they sold me a vehicle with fundamental issues and I won't even go into all I've already spent on the car for things they claim they inspect for prior to selling the vehicle. I go the next day and speak to the service manager. They claimed to look at the vehicle and that there was a problem with the engine coil that they repaired for me at no cost. So they said. Less than 24 hours later, the car is still having the same issue. I don't know how CarMax is still in business with this kind of customer service and poor business practices. They claim they stand behind all their vehicles, but they don't. Once the car is sold and off their lot they do not care about you as a customer. Service does absolutely nothing and they lie. Now, I am stuck with an over-priced piece of junk and no one at CarMax cares to do the right thing. Not only would I not recommend anyone buy from CarMax, but I would DISCOURAGE people from buying there.

i bought a 2007 chevy impala that has been in the shop 37 times in 3 years i wouldent sent my worst enemie to car max

I recently purchased a 2010 Nissan Maxima September 2014 from the Charleston, SC location & I must say, I'm very disappointed. Within, my 30 day warranty; my husband & I needed to have some lights on dash completed & chip/missing paint redone. I took my car in which, Ernest from Service, was very helpful & understanding. My car went out within 2-3 days to a 3rd party painter, which was HORRIBLE!!! With the Service Manager,Ernest,myself & husband everyone was embassed of the work so to try to satisfy us they kept my car again for a week this time sending to a BodyShop. I was without my car for 2 weeks; very disappointed!! During all this time, I decided to just trade in for a 2012 Silver Nissan Maxima,_ which was on the lot. All within running back & forth, I brought my niece in to purchase a vehicle; which she did. Not knowing my car was ready sitting in parking lot. So then I was given to deal with Dave, who was not friendly/helpful at all. All I wanted to do was trade in & be satisfied. He would tell my husband & I lies after lies. He at one time told me he had found a car, which was located in another state. I stated i don't have extra money because my car payment is due, he said oh no; we should be able to exchange equally; again he lied. He called me the next day, said I'm tracking the vehicle now which should be here today but I can't pull up any info or pictures.... Sounds fishy!! Car must never made it cuz before he could tell us another lie, he just said it could be another couple days after Thanksgiving so just bring the loaner back in rudely, in which I saved. A car was on site so why couldn't we just complete transaction there to resolve my frustration of 2 weeks. He did not do all he could as a salesman. So I went yesterday to pick up my original car, as I was almost home, check maintenance oil...oil filter appeared; which I took a picture. I called service to report now but was closed so again I gotta wait until after Thanksgiving, for a call. I must say I'm one mad, frustrated & disappointed young lady who spends her money wisely. At my place of employment we are trained, "to always take care of the customer", all wanna do is trade in & get the car other Maxima.

Michaela gave me quality service and handled my concerns quickly! I've worked with a different large-scale used car company elsewhere but I'm glad I came here because I know my car will be taken care of the right way!

We went to your Easton PA location to sell my boyfriend car. Harmon Fowler took excellent care of us. Very professional and outgoing

Everyone has a different reason why they go and look for a car. Some it's time for an upgrade, Or it's a first purchase, maybe it's a gift? And to others they've had an accident or a trajectory event.
Let me start by saying it's been a HORRID last 2 years for me. From losing a job (FOUND A NEW ONE!), not having an apartment work out and moving back home with my parents, lost my only car from a crash, and having to walk to work in -20 weather everyday during winter 5 days a week. I tried so hard. I felt like giving up. Everything I thought I had was gone. It all went downhill. I decided to save and chance it going to buy a new car. My team at Carmax worked their tails off. It felt like my hopes at first were low due to being rejected by almost ALL car companies. (Ford, chevy, VW, ect!) CarMax made my process easier than the others! But why? I used the app to find my prequalified options and finally found the ONE! She was a beauty. I said to myself "that's my car" I still cringed at the thought of rejection hence my credit score, REPO history I was trying to grow and overcome... within the minutes of finding the car, I did a loan application. I kid you not 3 minutes later I have a blue sparkly screen that said "CONGRATULATIONS YOU HAVE BEEN APPROVED" I cried.... it worked fast for me. I was shocked. I was astounded by how fast the application was and approval and how EASY. The next day at work I was getting eager and nervous and doubtful still! Like "maybe it was fake?" So I read reviews and of course all companies have them. You can't honestly base someone else's experience off yours. So I doubted half the fake reviews that consisted of people probably never bought a car from them anyway! Bianca from the team called me to catch up and confirm the process to tell me how things were going. She even asked me how I was doing and how she was excited to say it was approved.... Soon after Brianna a sales rep called and confirmed and told me I needed insurance on the car & a deposit and I could come in. So I agreed and said I'll do it in the morning. The morning comes I get eager, I buy the insurance hoping to god it wasn't fake or false hope because the application, it was just simple and fast. My other dealership experience with ford was 4+ hours!!!!! I got eager & called CarMax and said "it's done" and I'm eager for the car. CarMax people called me back saying "COME IN ITS READY!" So I drove 2 hours to the CarMax my car was at. On my way down about 1 hour in JOHN from CarMax said "I'm sending a fast application so we can hurry the process and get you in your car fast!" John was amazing. He listened to me rant how excited and how far I'm coming for my car. John listened to me on the phone and it was the most humane conversation I had with someone in a long time.
It was my 1 good thing that's happened to me in a whole 2 years. It felt like a true "CarMax Miracle " I entered the building and gasped at the beauty of the lot & building. It was open, welcoming and a warm atmosphere. I was greeted and my personal rep I'll call him named Antonio was helping me and prepping the car for me. He chatted with me and we had a fun conversation and talked about how I got to CarMax and why I am there. I did mention the website being so amazing and easy and I learned Antonio wanted to be part of the tech side of CarMax for his career and honestly I think he deserves that. This Antonio has a crap ton of knowledge & grit. We talked about the ease of the website because I loved how easy it was. And how I was affected by a car accident and lost a lot. He had sympathy for me and I felt welcomed in all matters. And we just had a humane conversation. It was time to test drive. Antonio came with and he showed me the way because I knew nothing about the area and was scared and he assured me it's ok! We got back and I had a giant bow on my car when I turned around!!! It was so beautiful. My heart melted. I felt relieved. I could breath for once and go home in my car!!! We go in and finish my down payment & he handed me the keys. I drove off with the biggest grin! what I received was the best customer service & professional opinion/help. I have never doubted the experienced staff at CarMax I never doubted the team/business. I doubted myself. And I never doubt Anyone at
CarMax because The integrity, courage and pride is all attributes that were displayed. when in hopes to purchase a car, I will never doubt CarMax with professionalism. In this case, it was about Helping me and making my life a little bit more better. NOT ONCE WAS IT The dealer saying "this car" or "you are only allowed this car" or something the dealer wants to sell you. It was all WHAT I WANTED. I've been to about 8 dealers both corporate & local. This was the FIRST THAT DID NOT SELL ME A CAR BUT SOLD ME A FRIENDSHIP AND LOYALTY. I PROMISE YOU CAN WALK IN AND YOU WONT BE SHOVED IN A CAR YOU HATE OR DON'T EVEN LIKE.
John, Bianca, Brianna & Antonio; YOU should be so proud of yourself. YOU made my life better. I can now go to work with ease and go home not freezing and crying from exhaustion. I CAN GO HOME TO VISIT MY FAMILY. ?Thank you. P.s thank you for the free snacks and drinks provided by my CarMax ❤️
CarMax, Maplewood, MN & online services. I love my new Car❤️

I recently bought a car from Carmax in Montgomery Al. Marcus one of the managers went over and beyond to correct a mix-up with the car that I had transferred in for me to look at. I was very upset and he went over and beyond to correct the mistake. Very very pleased and will highly recommend this carmax store

I went to the Carmax in Riverside after purchasing a car more than two years ago at the Ontario Carmax. Both times have been a very easy and pleasurable experiance. Although the salesman forgot to put me down for the date I should come in to have the LoJack installed, another person got the date correct and filled my car up with gas after LoJack only took less than half an hour to install the system. I wish Carmax had been around years ago when I started buying cars.

I would like to thank Darcel Washington for helping me find the SUV that I wanted and could afford. She is a very sweet and very nice person. She treated me as family. I would refer her to anybody I know looking for a vehicle. Thanks for your kindness and help. Elizabeth Dickey.

I was able to talk to a live person since the dealer does not open until 11am cst. Camile was very professional about my issue. She states she will forward concerns to mgt team at Tinley Park, IL store...

Former mechanic, Employed 2000 - 2007, Alot to say about this company. Started off great as a (Mom and Pop) outfit under Circuit City's wing. We were instucted to repair cars as if customers were purchasing from dealership. As the years went by the company grew and separated from Circuit City. As a corporation, the company changed their views about repairing the cars for resell. Alot of cars that were normally not sold due to high risk ie...frame damage, were being sold on the front lot. BE Careful,Inspect Before You Purchase. Warranty Coverage is a Joke!!!!