CarMax

Aweful Service Center I wanted to tell you about my experience at my local CarMax and the issues that I ran into. I bought a 2015 Ford F-150 on the 26th of December. The c I wanted to tell you about my experience at my local CarMax and the issues that I ran into. I bought a 2015 Ford F-150 on the 26th of December. The car buying process at CarMax was outstanding. It was stress-free and very easy. My wife and I were allowed to look at cars without being stalked or asked a million questions. When we were ready to test drive, it was easy to go get a rep to ride with us. When we bought the truck, it was less than an hour to get approval and complete all of the paperwork. The shopping and buying process was great. I highly enjoyed it. The problems we have are all with the service department. CarMax says in the store and on their website that they do a 125-point inspection on every car. CarMax guaranties that it will repair any problems that you discover on your vehicle that they may have missed within 30 days of purchasing. We were told that our car had a state inspection done. After we purchased our truck, we discovered that the drive shaft had a dent, the windshield was chipped, and other small problems like worn out windshield wipers. These problems should have been found while still at the dealership. They should have been found during the state inspection. But they were not. Getting the repairs was supposed to be easy. It was not. We had to fight for our repairs that were covered. It was stressful and it was a pain. The service writer was rude repetitively and continually ignored us. First problem we had was on the second day we had the truck we discovered a chip in the windshield. We originally thought it had occurred after we purchased the truck while we were driving it. So, we called out insurance company who sent out a safelight tech to repair the chip. The tech discovered that the chip had already been repaired once and it had been repaired improperly so now the entire windshield required replacement. We thought that it would be no problem. CarMax said that it would be covered when we purchased the truck. So, we went back to CarMax and tried to discuss the matter with the service writer. At first, she would not look at it at all and just accused us of breaking the windshield and trying to get one for free. I get that some people may try to scam the shop like this, but we had the report from the Safelight tech and our car insurance company to prove that the windshield was broken and had been broken before we purchased the truck. I do not like being treated like a criminal. After a big argument with the service writer we asked to see the manager. Then she finally said I guess if you won’t leave, I will have a service tech look at it. My wife and I sat there and watched our truck out the window for 15 minutes while the service tech was supposed to be looking at it. No one came over to look at our truck. The service writer came out again and accused us of lying. She said that her techs looked at the chip and it was brand new. Once again, I tried to give her the report from Safelight and my car insurance. Still nothing other than getting treated like I was trying to rob them. I asked for the manager again. The service writer stomped off to go get the manager. The manager said that if Safelight and Geico say it’s broken and a prior problem it should be looked at. Someone then finally actually looked at the windshield. The service tech that looked at the windshield discovered that it was chipped and had been repaired improperly. We finally got approval for the repair and got a new windshield. We were happy it was finally repaired, and really unhappy at how the service writer treated us. Second problem. When we drove on the highway there was a sound. We were worried that is was a wheel bearing or a drive train problem. We heard the noise during the test drive and had a service date set up for the truck before we even left CarMax the day we purchased it. The service center said that the truck was safe to drive so we kept driving it. By the time of the service the tires had been eaten up because of the issues. CarMax service tech said that it was a drive train issue and the truck had to go to Cavalier Ford to be repaired. We took the truck all the way out to Cavalier Ford to be repaired. It was an hour and a half drive with the traffic. The service techs at Cavalier Ford determined that the drive shaft had a dent in it, and that the truck needed an alignment as well as new tires. Cavalier Ford had all of the parts and was ready to repair the truck the same day. When they called for approval it was denied by CarMax. We then had to have the truck towed back to CarMax at our own expense because Cavalier said that the truck was unsafe to drive but CarMax said it was. Then once the truck was back at CarMax, we were told that it would be in the shop first thing on Monday morning. It did not go in until late Monday and was not looked at until Tuesday. The service techs at CarMax then reinspected the truck to determine that the drive shaft had a dent in it. It took until Thursday to be repaired because they did not have the parts in stock. During the repairs, CarMax took the truck to Cavalier Ford in a different city without telling us. The truck never should have left the lot without us being informed. They chose to drive our truck to another city without telling us. Kept calling multiple times trying updates on our truck, so they had many occasions to tell us. Even though they were supposed to be the ones calling us. We would have to call the service department three or four times to be able to get someone to give us an update. We would be we told that we would be called by our service writer and then she would not call. One day we were supposed to be called first thing in the morning. We did not receive a call. When we called the service writer was out to lunch and that she would call us in an hour. When she did not call, we called back. This time she was gone for the rest of the day in the middle of the afternoon. No one else could give us any information on our truck. When we asked for the information to contact the manager it took twenty minutes for them to figure out his contact information. When we got the truck back from the repair to the drive shaft. The truck had two new rear tires, however, the front tires were not replaced, and the alignment was not done. Had talk to the manager and show him the receipts from Ford that they needed to be replaced and aligned. He was very helpful and made sure that the rest of the repairs were made to the truck. His service writer had not been giving him the correct information on our truck and what needed to be repaired. The horribly rude and unhelpful service writer’s name was Maya. We kept asking to be given to a different service writer throughout this process because she was extremely unprofessional and rude to us over and over. She treated us like criminals when we were trying to get her to look at our windshield. Then she was just horrible for all the rest of the repairs we needed. She kept rolling her eyes and acting like we were bothering her. At the end of the month process to get our truck repaired, we did have a new windshield, four new tires, a repaired drive shaft, and an alignment. The manager told me that all of these issues should have been caught during their inspection and apologized. The process should not have been so painful or such a fight. If we did not continue to press to have our issues fixed, they never would have been repaired. We would have been stuck with a massive repair bill for the truck that we had just purchased. More

Wonderful Experience! I saw an awesome vehicle on the website & went to test drive. Went in & got the BEST salesman ever! Theadore!!!! He was so great, accommodating & s I saw an awesome vehicle on the website & went to test drive. Went in & got the BEST salesman ever! Theadore!!!! He was so great, accommodating & sweet! He’s experienced, super helpful & put a bow on my new car, just for me! If you are looking at CarMax South Austin, ask for Theodore! And I had the most amazing woman work with me through signing the paperwork. Her name, I forgot....it started with an M. (So sorry). She was THE BEST, & so nice! She has been there since 2013! These two made my car buying experience seemless & fun! If you happened to work with these two....you have the DREAM TEAM of used car sales. Appreciate! Love! And am Super Happy! More

Rip Off Artists I will NEVER do business with CarMax again and I suggest you think twice before you do. The return period policy is much too short. In my case I co-si I will NEVER do business with CarMax again and I suggest you think twice before you do. The return period policy is much too short. In my case I co-signed for a loan with CarMax to help my son get a car. The return period policy did not allow enough time for his insurance company to get back with him with the new premium amount. Once it did and we discovered that it would be prohibitively expensive, we were forced to return the car. He had the car for 30 days (we had first brought it back after a much shorter time) and we are being charged over $2,000 for his having had the car for one month. I feel like I have been robbed, no really violated in a most inappropriate way. So my caveat is that one go into such a transaction with eyes wide open because you are going to get royally SCREWED like I did if you have to return the car after 5 days. I used to have some confidence in this company, but no more. I am on my way to the dealership now to receive the proverbial rubber glove treatment. I will be advising all of my friends and family from now on to avoid CarMax. More

Bad Business DO NOT BUY MAXCARE!! Purchased a vehicle in 2016 with 14k miles on it. Was pushed to purchase the policy for my vehicle even tho my car was under ma DO NOT BUY MAXCARE!! Purchased a vehicle in 2016 with 14k miles on it. Was pushed to purchase the policy for my vehicle even tho my car was under manufacture warranty. Car sales guy told me it would not take effect until AFTER the manufacture warranty expired giving me an additional 60 months and 15k miles of coverage. THIS IS A LIE! He also told me I would be able to get a refund for the policy if I didn’t use it. I sold the vehicle in 2018 and have been working with HORRIBLE customer service giving me the run around for 3 weeks. Still NO REFUND!! Yet, The car sales men make A BONUS is you get the policy. When you call customer services the person you speak to will only be there for one week. I’ve spoken to 4-5 different people all telling me something different. DO NOT PURCHASE MAXCARE POLICY!! Waste of money and HORRIBLE customer service. BAD BUSINESS POLICY. DONT FALL FOR IT!!!! More

Do not inform customers correctly Sold my car to them of which I purchased from them back in March of 2017 and was told nothing needed to be done on my end in regards to the Secretary Sold my car to them of which I purchased from them back in March of 2017 and was told nothing needed to be done on my end in regards to the Secretary of State and that they handle everything. Turns out they do absolutely nothing. Just received parking tickets in the mail for the car I sold to them. The is still in my name and whoever the sold the car to or auctioned it to never transferred anything or put plates on the vehicle. Now I am getting the complete run around from the Tinley Park store along with their corporate head quarters in Virginia. Every person I speak to gives me a different answer. They claim they are handling it, however every time I contact the city of which the tickets are from they have not done anything at all. To matters worse since I do not have the original title since I signed it over to them their is nothing the secretary of state can do for me. I would strongly advise to not do business with them and save yourself the headache. More

Excellent experience all around! I transferred a car from LA to Tampa CarMax. I took possession of it the day after it came in. I was nervous because I had never seen it. After I had I transferred a car from LA to Tampa CarMax. I took possession of it the day after it came in. I was nervous because I had never seen it. After I hadn’t it a week, It had a small problem with the windshield wiper and I mentioned I thought maybe the brakes squeezed a little. They had me bring it in, gave me a free loaner car, and fixed every little problem and even completely replaced the brakes for free! A few weeks later the defrost had a small problem and the same thing - free loaner and fixed it free of charge. 60 days in, the battery died and it had to be seen at the Land Rover dealer because of the computer component tied to the battery. I called CarMax to see if perhaps they would cover it because the battery was 5 years old. They had me take it to he dealer and paid for everything!! No hassle, no run around - they were there for every little issue. I will get every car at CarMax from now on!! More

Sold them my car - 3 1/2 hours later Terrible place to do ANY business with. We were given a decent trade in on our car so decided to sell to Carmax. They realized a problem with the way Terrible place to do ANY business with. We were given a decent trade in on our car so decided to sell to Carmax. They realized a problem with the way it had been entered and were told it’s a quick fix. We were left for 30 minutes, so tried to find our finance officer - she said it would be about 20 minutes. This went on for MORE THAN 2 HOURS! We stayed because then the next higher up would say it was almost complete. NO ONE came to give us updates in all this time. After our third hour, the sales manager, Jasmine, offered us lunch on them and an apology for taking so much of our time. Funniest part - it’s been 2 weeks and they still won’t reimburse us or return our phone messages. SERIOUSLY?!?! More

Made car buying a breeze! My salesman John Eisner worked with me for as long as it took, on my schedule, even came in on his day off to help us get the best vehicle and the be My salesman John Eisner worked with me for as long as it took, on my schedule, even came in on his day off to help us get the best vehicle and the best loan approval. He was so much fun to work with and so nice. The vehicle so far has been in great shape, I will definitely come back for my next one! More

Never Again CarMax - Merriam, KS Sixteen months ago my 4th Lexus was totaled. My Husband had recently purchased a Pickup from CarMax in Independence, MO and had an exceptional experie Sixteen months ago my 4th Lexus was totaled. My Husband had recently purchased a Pickup from CarMax in Independence, MO and had an exceptional experience. Having thoroughly researched their inventory, I found my next vehicle ... 'yes', a Lexus; I, too, had an exceptional experience at the Independence, MO CarMax location. I retired the month after purchasing my car; 16 months later, the mileage was 'still' remarkably low. I recently decided 'now is the time' to purchase an SUV. The Merriam, KS location had an SUV I was interested in purchasing 'THAT' day ... UNTIL they gave me the appraisal of the vehicle I had purchased from CarMax just 16 months earlier. Huge mistake on their part, as my Husband will be trading for a larger Pickup soon ... BUT NOT AT CARMAX in Merriam!!!!! Two days after being rejected by CarMax (Merriam, KS), I did trade my Lexus sedan for an SUV!!! CarMax (Merriam, KS) does NOT value previous customers ... YOUR LOSS, CarMax!!!! More

Don’t do business with this dishonest place! If you enjoy getting misinformation and a complete runaround, this is the place for you! I came in for my sons vehicle purchase to review the paperwo If you enjoy getting misinformation and a complete runaround, this is the place for you! I came in for my sons vehicle purchase to review the paperwork & the salesman kept bringing up different screens, couldn’t seem to show it all to me at once. Was told 1-3 days to fix damage, a week later we finally called them to make the purchase. It was at this time the interest rate suddenly doubled if we didn’t come up with an additional $3141. Of course they wouldn’t take a personal check. Yet another trip and was told I had to come back once again! I would never have imagined people do business like this!!! More