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We purchased a $40,000 vehicle from CarMax in October, but the experience has been far from smooth. Shortly after, we noticed issues with the push start and later had more serious problems like stalling, engine lights, and braking concerns. We brought the car in for service and received a loaner but faced mileage restrictions, which were eventually adjusted after contacting corporate.

The replacement vehicle also had problems, like a low key fob battery and brake noise. Meanwhile, our original vehicle has been in service for weeks without updates, and we’ve already made the first payment without enjoying the car. Everyone we’ve dealt with has been polite, but the ongoing issues and lack of resolution are disappointing. CarMax needs to address this situation and provide compensation for the inconvenience. This process has turned into a nightmare, and we’re hoping CarMax will make it right.

Carmax, Still don’t have a registration! I purchased a vehicle 8 months ago and still don’t have a registration. I saw where a few days ago they finally have a title registered with a lien, but still, even though they are breaking laws in my state, they still don’t have a registration for my vehicle. Legally I have not been able to drive my vehicle for 8 months. So, instead of fixing the problem, they chose to just let it go until they charged off my account. Now they get to take the loan amount off of their taxes and still expect me to pay off the loan amount in not 60 months, but 36 months, which will increase my payment to over $800 a month. They are definitely not customer friendly and their customer service sucks. I still have the vehicle, even though it’s listed as a repo on my credit report, and even though I still cannot legally drive it.

Carmax, Very disappointing with my 2nd purchase from Carmax Hickory. I purchased my 2014 Jeep Compass 2.0 from the Hickory location. I paid to have it brought up from a location in Ga. Upon my purchase the Jeep had not even been detailed seats and seat belts had animal fur on them, paint has orange peel defect (bubbly)

There is a bleached place under back seat right side passengers floor mat that had not been disclosed and was not discovered until I went to clean the Jeep up and there is a recall for my Jeep that CarMax so kindly said was not their place to have fixed. There was not a 125 point inspection or paperwork for the Jeep when I asked for it.

The fog light relay had to be replaced, throttle issue, motor mounts are broke at the moment (had to take my Jeep to the dealership yesterday for them to take pictures of the broken mounts for the warranty people)-there is slipping going on with my transmission though I have asked them to look into it they say I am imagining he stalls and hesitations that there is nothing they can do-well I need my transmission fixed as well-My husband called corporate for me yesterday and spoke with Kat and she asked him why he was calling and not myself-well you see I am verry flustered with your service Manager Wallace Foxx at the Hickory location basically he told me I did not know what i was talking about when I told him the part was missing off of my motor-He said his advisor at Steve White Motor said it did not come with one and questioned me on what I seen under the hood of my Jeep that I have seen on numerous occasion Mopar part number is 4891715AB (https://parts.mopargenuineparts.com/oem-parts/mopar-engine-cover-jeep-compass-jeep-patriot-dodge-caliber-4891715ab?srsltid=AfmBOoqd3i-fV-gbFJZ76iNMDvUVmws4QE1Ag_bVBo8U7-YYN3-MgXus) follow that path to see my part that they removed from Jeep last Friday and thought I would not know it w3as missing-I took my Jeep in for the service diagnostics and was told I need new spark plugs, coil packs, motor mounts are broken and a battery-so my warranty covers the coil packs but not the spark plugs (These should have been changed out last year upon the inspection) I am paying to have those replaced. The battery terminals need replacement-My husband has bought them to go on the Jeep when he replaced the battery on Friday 11/15/2024. I have to say this has been the worst car buying experience I haver ever had-A shame the first time I bought my Juke from this same location it was great-I will not recommend anyone to go to this establishment in the future.

Carmax, False fault indications to reduce quote given on the internet. At Roseville CA Carmax on November 18, 2024. I received a quote online for $8600 online for my 2014 Aura RLX. The vehicle is in excellent mechanical condition but needs a paint job. I made an appointment, and the car was evaluated and came back with an evaluation that it had a transmission problem, and they changed the quote to $7000. I do a lot of mechanical work and know nothing is wrong with the transmission. They said there was a hesitation shifting from 2 to 3 and to cover the risk that something may be wrong they had to cut the quote by $1600. I told the gal I was mechanical and did a lot of work on cars and that I wanted to ride with the person who did the evaluation and if they could point out the problem, fine. I was told the evaluators are not mechanics but trained evaluators. They got a second evaluator to drive the car, again without me being allowed to ride along and the second evaluator confirmed there was a slight hesitation that was barely noticeable but might be a problem. The evaluator said she was fully confident in the car and would drive it anywhere but there was the hesitation at times. She said it might need fluid change. I said this was flat out wrong and nothing was wrong with the car. The adjuster admitted the evaluator was not a mechanic or technician but had been trained to listen for symptoms. I pushed to bring the quote up and was told no, take it or leave it. I told them while I was waiting, I had heard another adjuster talking with another person selling their car. She was telling the guy that the transmission had problem shifting and the risk required that they lower the quoted.

Bingo, there is method to CarMax. Give a quote and when they get you in, they give a very subjective evaluation by “trained evaluators” who have no technical background or training. The transmission is a good thing for them to identify as a “problem” then to account for the risk of the transmission falling apart they reduce the quote, in my case by 19%. From listening to the adjuster and the customer from earlier and my own experience you tell what they were saying was scripted. They used the exact same words and reasoning, “not sure what it is”, “could be a risk”, “we are building a case”, “trained evaluators”, etc. The second evaluator seemed embarrassed but with the adjuster right there she could not say anything else. As for the adjuster she could tell non-truths with a straight face. I would guess that CarMax sends them to be trained for that. They got me as I have no desire to sell this on the market, so I took the money. To be fair the rest of the experience was relatively painless but took a lot of time. I do not understand why they had to be dishonest on the quote part of the experience.

Carmax, Lemon That Cannot turn into LEMONade. I was sold a (recalled and discontinued) vehicle in your Austin North (Texas) dealership. My original vehicle of choice was sold before I could blink -VW Tiguan. So, I was enlisted the help of a saleswoman via call. We searched for days and finally found something similar and within my budget. That was sold. So we found the 2019 Ford EcoSport Se. I was reassured that it was still under factory warranty (Ford) and will have the option to add on additional warranty for later. I needed a vehicle immediately, due to work needs. She helped me with pre-qualifying and I received news that I was able to purchase the vehicle. Upon purchase, I went in office -speaking with Sales Rep, Randall Johnson. He walked me through the entire process. I asked him if the car would be fully inspected – from the engine, transmission, up to the light bulbs. He assured me that it was thoroughly inspected and had new tires. Upon obtaining the keys, I was had noticed that it had a bit of a jerk and mentioned it to him. The service crew stated that it was just the auto start/stop feature -which was standard. I got stranded in the middle of traffic (almost getting hit by an 18-wheeler). I returned it and asked them to re-inspect it or give me something else. The car was kept for 15 to 30 days (electrical, they said). My entertainment system was switched out. I drove it for a week. Yep. You guessed it. It stalled again, but it had new features: loud, vibrating sound from the rear, smoke, and it refused to crank up. Yet again, I asked to get a full inspection. The service dept was rude, stating that it was just the battery (new) and I was making it up. They test-drove it and sent the vehicle to Ford (Covert Ford of Austin). I received my vehicle back just in time for the plates to arrive. I asked for another vehicle at this point. Randall was not available, but I spoke with the Sales Director. She wanted to help me get into something similar or of equal value. My lender had agreed to a lateral move. To no avail, she was prohibited. I was stuck. I kept my car in their repair center more than on the road. If I had it in my possession. I made sure that it is/was well-maintenance. 2 new engines and 1 engine repair later. Killeen Ford stated that it was another brand-new engine. I have never seen an engine (new) with rust on it. I questioned them and they stated that it was my transmission (which I had recently checked, and it was fine). The service dept stopped responding to my calls/emails. They said that they test-drove this ever-failing engine. Present day, I am still getting stranded behind a stalling EcoSport SE, which College Station Ford has denied me access to getting the recall fixed as well as charging me for an engine repair (which is still under warranty from the previous repairs) and diagnostics. No one wants to look at this open recall or fix the actual problem. I am “driving” a discontinued car that stalls in traffic. (2 years) Check engine light on and stalling. If you need pictures and documentation, I can provide it. One star is being generous. You guys used to be the “ones to buy from”. What happened to integrity and pride in one’s work? I give 100% or more at my job…