Complain about a product or service

Carmax

Meredith of Richmond VA (07/08/08)
I had a 2003 Hyundai Tiburon GT transferred to Carmax in Midlothian VA, from Greensboro, NC. The car came in on a Saturday, I was told it would be ready for me to come in and purchase, and that while I was going through the paper work, the necessary conditioning would be done. I finished the paper work, and was promptly informed by my consultant that he couldn't release the car to me because it was not tagged for sale yet. The conditioning had not been done, and the person in charge of that responsibility was not in that day, and wouldn't be until the following week.

After 2 hours, Carmax got someone in to flag the car for sale (which I appreciated immensely). I then went out to see my car, and found that the whole front driverside quarter panel was covered in white paint flecks, and there was evidence of a deep gouge down on of the doors that had been painted over. Badly. I was upset that I was paying $14,000 sticker for a car that had obviously been painted (badly, twice), and then I went and tried to use my remote keyless entry to take it for a test drive. Surprise! It didn't work.

The head of Carmax service and my consultant were great in getting me an appointment to have the car reconditioned and the wiring fixed. I took delivery of the car since I didn't have one and needed to work. Three days later, my airbag light came on. I called in, and Carmax said they would take care of everything.

Unfortunately (or maybe fortunately in this case), at the light in front of the dealership on my way to take my car in, a pickup truck ran the light and t-boned me, totalling the car 8 days after purchase. When buying another car, I looked up that particular car's VIN, and found that it had been reported in a major, front end collision. Carmax NEVER should have even thought of selling the car. One of my airbags didn't deploy de to the faulty wiring on the drivers side (the side my key fob didn' work on).

When an insurance adjuster came to look at and appraise my totalled car, he found the evidence of the previous accident, and the insurance company initially refused to pay what I had paid because of the damage Carmax Greensboro had failed to take into consideration. Carmax Midlothian however was relatively easy to work with, and my consultant was great and really helped me get things done on a difficult day.

Ronald of Lathrop CA (06/10/08)
I recieved a Brake Linning Fault. Left Blinker Fault. One morning I went out for work and the car would not start. Somthing started draining the battery very quickly all of a sudden. And to this day they have not been able to fix the draining problem.

This has been very costly. I'm scared to drive it anywhere for fear it won't start!

Jason of Marana AZ (05/13/08)
I purchased a car from Carmax a 2001 volvo xc90 wagon.When i bought the car they went over several times about there 125 point inspection process.The first two weeks we had the car it was shifting really funny and the blower kept going off in the car when it was not running.Well the blowere was fine but the transmission had to be replaced they had my car for over a month .They then gave the car back but there was an extreamly loud noises coming from the engine compartment andthe car was vibrating like crazy.We took it back in again and now the motor mounts are broken so they had to replace thoose.

Then finally we think were in the clear and weregetting the oil chaged at a quik stop cheveron aand there lead mechanic lets us nkow that the car is leaking oil and trnsmission fluid my first response is it is a brand new tranmission in the car and there are no spots in my car he tells me my skid plate is full of tranmission fluid and oil and the c.v boots are shoot also the tranmission was porely put.

I have called carmax coporate office with no returned call and the genral manager of the store in tucson said we could bring back but he would only be able to take as at trade in value (remember this is only 2months after purchasing the vehicle.Somthing is very wrong with this company and we need some help please.

I think them telling me that this car has been through this 125 point inspection and having all these problems is a scam and is aganist the law and then them trying to make more money of me by trying me they will buy the car back at half the pric is bull. Please help.

Tanya of Duarte CA (05/12/08)
I took my car in for repair for radiator, they indicated my transmission oil cooler was bad and they forgot to put any transmission fluid back in, now it's leaking.

Joe of Sacramento CA (04/21/08)
IN REGARDS TO BEING LATE IN MAKING ONES PAYMENTS TO THIS COMPANY. This company has been harassing my co-signer and myself with phone calls(up to 3)each day while we are late in our payments. They have not been a bother other than this and they gave us good service when we bought the car. I understand their position in wanting the payments caught up or the car reclaimed. This tactic does they use however is not helping their aim. They are not offering to connect with me. There is no intent to develop more of a relation with me that would help them get their money.

No damage, it is just harassment, rather than relating with a fellow human. A sad state of business affairs. Anyone else dealing with CarMax who is slipping behind in their payments just know that this is how they are. Yes it is an improvement over them sending someone out to break my arm so I can work better at getting their money

Nick of Wichita KS (03/20/08)
I was driving up a on ramp to get on the highway. As I was speeding up I heard a loud Clunking noise. I pulled over and the noise was my engine. I took it to the dealership I bought it from and they said I need a new engine. Luckly I have a warranty. I am in the process of going back and forth with them to replace my engine. We will see...

Kevin of Lake Elsinore CA (01/05/08)
I would like to express my complete dissatisfaction with the service Ive encountered at three of the Southern California locations.

Ive been trying to purchase a preferably black, 2002-04 Z06 Corvette. I thought Id try Carmax, thinking as your slogan states The way car buying should be?. This hasnt been my experience. Here is a brief summary;

1. The Irvine location has three times told me or expressed that they had a particular vehicle in stock but they did not. One response was we sold that several days ago another was It's out on demo and won't be back for a while?.

2. The LAX location could never answer a simple question about a vehicles exhaust, tires etc.. Oh, others have asked me about that. I can see that I was not alone in being ignored.

3. The latest, at the Duarte location. A 2004 Z06 shows up after midnight and is priced at approximately $31,988. I email the location about purchasing. Not more than an hour later, I go back to the site to show a coworker the vehicle, the pictures are removed and the price has been increased by over $1,500 dollars! This is how car buying should be? A customer shows interest in a car and the price is jacked up!

Is there a computer program that raises the price of a vehicle when there is interest in it?

It appears the hoopla some have heard concerning Carmax is just Carmaxs self promotion...nothing more. I can only say that if any of my relatives, friends or coworkers mention Carmax when looking for a car, I will relate to them my experiences and do my best to dissuade them from ever setting foot in a Carmax lot.

Wasted time. Wasted Gas.

Charlotte of Memphis TN (11/28/07)
The repair service department has a sign affixed to the recommended service schedule in the customer waiting area that states We'll fix it right and fast or it's free.

I took my Plymouth minivan, which was purchased from CarMax, for brake repair on August 27, 2007. I was informed that I would only need to wait for 1.5 hours. Instead, I was there for approx. 3.5 hours. The store location is far from my home, resulting in 4.5 hours of missed income in travel time plus repair time.

After driving the vehicle for 2-3 days, the original break problem returned with an additional screeching sound on the side where additionally recommended brake work had been performed. I took the vehicle back to CarMax, spending additional time waiting for the originally requested repair.

At the time of this second scheduled visit on September 17, 2007, I talked with Ken Saxton, Repaid Service Manager. Although reluctant to honor the company's commitment, he eventually agreed to reimburse me the cost of the 2nd visit to CarMax (Approx. $300). He stated that the check would be mailed from the Corporate Office and that he had my address, etc. After 2 months and non receipt of the reimbursement check, I faxed Mr. Saxton a letter detailing my experience and confirming his commitment which I phrased as reimbursement for unsatisfactory services delivered on August 27, 2007.

I did not receive a return call or other acknowledgement of my fax, resulting in a follow-up call the following afternoon immediately prior to the service department's closing. Finally, I reached him on November 14, at which time he requested that I give the company an additional week. If I did not receive a check at that time, he stated that he would give me a cash out at the Memphis location. After an additional week and no response, I contacted him for the cash out, at which time he asked that I allow the company to collect enough cash in its drawer that day to reimbursement me and contact him the day after Thanksgiving. He committed to leaving a note with the business office. I called the morning of November 23, day after Thanksgiving, and the business office did not have record of his commitment. They contacted him and he indicated that I would need to wait until after 3:00 p.m. that day. When I arrived at the store, there was considerable confusion. The company finally located an authorization from Mr. Saxton for $165, approximately 1/2 the cost of the visit.

Neither the Operations Manager or Store Manager, John Robinson has returned my call to discuss this matter.

William of Baltimore MD (03/08/07)
I purchased a 2005 new Nissan Altima (3.5) in April 2005. Upon Driving it I am beginning to experience a sulfur smell coming from the vehicle.

I notified the Carmax Nissan Service Department (Keith). He asked was I burning regular gas. I told him yes. He told me to partially empty the gas tank and than fill up with premiun gas at least twice. He also told me if I brought the car in and they flushed the tank. They would charge me because it was not covered under the warranty. He than went on to say that he has gotten over at least 10 call a day about this problem.

I read my onwers manual on recommended/required fuel and noticed that there is no reference to using premiun fuel. If many people are having this problem why is it that Nissan has not informed us of this. Your intervention in this matter will be appreciated.

Caesar of Greensboro NC (02/27/07)
I bought a 2001 Toyota Celica last June. Since that time they have replaced the brakes (the day after I bought it) When I asked about all the checks they were supposed to do I was informed it was transferred from another Carmax and some of them had service department issues. They have also replaced the engine, catalytic converter, ignition switch, charcoal cannister, power steering pump, tensioner pulley and fixed a bad ground wire in the instrument panel. the check engine light is still on and now they say to bring it back in. The sales manager I spoke with was rude, informed me that I could tell people not to go to Carmax and hoped I could sleep at night and to think about the situation intelligently.

So much for the We fix it fast, We fix it right sign. They had my car for 2 months trying to fix multiple problems. But the solution is to keep bringing it bacl. The day I picked it up after replacing the engine the check engine light was on. They replaced the catalytic converter. I picked it up and it made a loud noise. They then replaced the power steering pump and tensioner pulley (had to take to Toyota after a week because they could not find the problem).

My daughter lives in wilmington,NC, about 3 hours away. I let her have my car while they were working on hers. She now has the car back but goes to college. the inconvenience of her taking the car back to a dealer now forces her to take a taxi if she needs to go somewhere. The time I have spent talking and taking my car back has been enormous, taking time out of my work. I have asked to just get my money back but I am told they must appraise it and if I am in the negative must pay the difference. I told them I should get more with all of the new parts. We do not have the luxury and time to continue to take this back. They have had the car almost 25% of the time I have owned it.

Sharon of Duluth GA (09/21/06)
I purchased my 2001 Nissan Altima August of 2006 at Carmax of Jacksonville Fla. I was informed that this car was very reliable and was well taken care of. Carmax informed me that the car was inspected 100% before anyone buys it, but WRONG!! I live in Georgia and after driving it for less than 30 days, I am already having problems. The check engine light has came on for the 3rd time. My brakes are a big problem and they keep replacing them. I just found out today that I need my cataystic converter replaced and my car needed a tune-up. I am so upset because I was informed before I purchased this car that it was completely OK. This will be my first and last time purchasing a used Nissan!!!

Rosemary of Sanford FL (08/26/06)
A used 2005 Chrysler Sebring convertible I bought at Carmax on August 10, 2006 with trade in and paid with cash (Check) was not taken possession by me day of purchase or anytime after that date due to problems discovered before driving off Carmax lot. A loaner car was given to me until August 24, 2006 to no satisfaction provided to me. My trade in was transported to Georgia for resale. I demanded out of my contract, reimbursed my money and to give me back my trade in.

My trade in was returned back to me on August 24, 2006. Carmax offered to sell me another car and if it was more money they would take $500.00 off sale price. Due to my distrust I declined. In my research I found the car I bought from Carmax was previously an Alamo rental car which is opposite of what I was told by salesman upon buying the vehicle. I was told it was previously leased by private owner and was not a rental car therefore this would void out the powertrain warranty, this was confirmed to me by Daimler Chrysler.

My orginal trade in that was not given back to me in the same shape as it was when Carmax took it over August 10, 2006. Carmax claims it is exactly how it was when I left it with them August 10, 2006. Carmax told me they would fix the my car for $500.00. In all fairness my trade in should have never left Carmax lot until I took possession of the Car I bought. My refund from Carmax ($10,854.19) for the auto purchased by me will take two weeks to be mailed to me.

On August 24, 2006 I sent a Federal Express letter to CEO of Carmax Tom Folliard 12800 Tuckahoe Creek Pkwy Richmond VA 23238. On the evening of August 23, 2006 I left a message at the office of Tom Folliard Carmax CEO at coperate office (80-519-1511). Unfortunately it is impossible to actually talk to this CEO. On August 24, 2006 my call was returned to me by John Collins a representative at Carmax Coperate office. I am sure my complaint was filted out by Mr. Collins and all Carmax employees which prevents my claim from going to the top. I feel no consideration was given to me from day one. I have no way to prove my claim about the condition of my trade in unless the Carmax Certified Appraiser Elliot Cox can prove me right. Mr. Cox is on vacation so I have no way of contacting him at this time. My biggest complaint is the inconsideration to me by all employees at Carmax.

John of Las Vegas NV (08/19/06)
I purchased a 2000 4- cylinder Dodge Caravan from Car-Max on W. Sahara Blvd. approx. 8 months ago.

The price of Van was 10.995.00 ($11,000.00) and 6 months, 8,000 miles later to my surprise when I finally realized I was having far to many problems for an auto they said was in great shape (and should be for that kind of money), to my surprise I had an appraisal of only $4,000.00?? I just couldnt believe how it was possible for the same company to appraise this Van for practically $7,000.00 worth of depreciation?

I asked the Management for answers all of which were just beating around the bush with no solid or logical reasons and I also emailed the consumer affair personnel at there headquarters and still got no satisfaction (although many that I talked to found it hard to believe it themselves).

I need some answers? With an answer that make sense? And if they cannot then make me a reasonable offer on another vehicle, I even said I knew I would take a beating if they were to do so, but Thus far anything would be better than the piece of junk they sold me.

My wife is going threw chemo, I am permanently disabled and we have an adopted granddaughter that just turned (8) and we dont need the problems we are having, we need a reliable car and again I say because of the price and the great things we have heard about Car-Max and there wonderful ads on television? we depended on a good honest deal. But the day we went to Car-Max to make this purchase our previous auto broke down 110 day and we had to take a bus the remaining 15 or so miles to Car-Max, Was it because we had desperate written all over us? that they stuck us with a lemon? I rather not believe that.. But we were indeed desperate we needed a car that day, and we needed a reliable one! and we had to trust them especially in the position we were now in. I cannot believe they are not willing to help in any way.

Amber of Chester CA (12/15/05)
With in 5 days of purchasing the vehicle from Carmax with an extended warranty the vehicle overheated. Carmax took it back, replaced the Thermostat and gave it back to me. The car was still having heating problems. I took it back to Carmax. They gave me a quote of over 800.00 dollars, all of which would not be covered under an extended warranty that I purchased upon buying the car. All of the items on the quote were not an issue with the car, which I found out upon taking it to a private, certified mechanic. Upon taking my car to three separate mechanics, two of which did not want to work with the Carmax warranty because of the troubles they have had in the past, the third mechanic was willing to work on it.

Originally, Carmax wanted to replace my radiator, thermostat (for the 3rd time) and various other parts. Finally, I have a diagnosis from a private certified mechanic and it is the first Cylinder Head that is cracked.

My car is currently in the mechanics shop and has remained there for six weeks. It took Carmax a week to send out an investigator. Then another week later upon personally calling Carmax warranty, they stated that they forgot to call the Mechanic to give the go ahead to fix my car. The warranty company with only pay 25 dollars a day for 7 days for a rental. So I have had no car for over a month! I purchased the car from Carmax 2 1/2 years ago and I have had mechanical problems with the car for 2 1/2 years all of which should have been diagnosed by Carmax before it was ever given to me and back to me again.

I have had to pay 3 separate mechanics and Carmax service department. Currently, I have been without a vehicle for 6 weeks. I could not see my family for the holidays because of a lack of transportation. I have continued to pay my insurance for the vehicle and the car payments. Almost two months worth of funding that has gone towards a vehicle not in my possession.

Lisa of Clayton NC (04/20/05)
I bought my car in April 2004. After 2 days of having the car, the clutch went out. I called and they said to bring the car in to have it repaired by their 30 day warranty. I explained on the paperwork that I thought the clutch master cylinder neede replacing. Once I picked up my vehicle they told me that they had to order the part and I should bring it back. I left the business, and began reading the ticket for my repairs, and they were ordering a brake master cylinder!! I called and was told that they just didnt read the order very well, and they thought I said I needed a brake master cylinder(which would have absolutely NO impact on how the clutch works!). Again, they said to bring it in .

After having my car for 3 days, they said that they could not find anything wrong with it! The clutch goes completely out about every 100-150 miles to where you have to turn off the car and wait about 30 minutes, and then it will work. Now, the car has been stalling very badly, so I took it to the Nissan dealer to see what was wrong with it. Well, now I need a $1000.00 part (the throttle body) so it will stop stalling. I am told that it will just get worse over time, and finally stop going at all! I have been sold a piece of crap for $20,000.00 and the dealer could care less, because they already got their money!

This car is not old enough to have all of these problems, and I still have 4 1/2 years to pay for a car that only sometimes drives me to where I need to go!!!!!! I will NEVER buy a Nissan again, they are horrible cars!!!!!!!!!!!!!!!!!

I am unable to go on trips, for fear of breaking down, I miss work andactivities with my children when I cannot get the car to go. The throttle body makes the car have HORRIBLE gas mileage, and at $2.47 per gallon, who can afford to keep blowing money on gas?????????????

Stanley of Jacksonville FL (09/03/04)
I purchased a car in November 2003, as a student with a 700 plus credit score no cosigner. I recently had the starter replaced three times on my 1996 GMC Jimmy. The mechanic who replaced the started stated that I would damage my transmission. His findings was this was not the original engine and the one that's in the socket is cracked that holds the bolt from the starter. I have spoken with sales manager mentioned aboved regarding this matter.

To replace the engine would cost $3000.00 at least. Carmax won't trade the car out, even with a cosigner, stating the negative equity and me being a student. This is really getting to be a headache for me. There is not enough time in the day to deal with this. The loan is to new to have to experience such a mechanical financial burden. What am I to do, close to turning the car back as a voluntarily repo. Help Stanley

Christine of Downers Grove IL (06/24/04)
I bought a car (2000 Ford Windstar) through Carmax in Naperville in October of 2002. I purchased the car when I was 8 months pregnant. Since the time I purchased the car I have had nothing but problems which includes the passenger side door falling off it's hinges. Thank God I was near my mothers house at the time and had to drive there to get my door roped shut. I had to then drive home about 15-20 miles on the highway with my door roped shut and my 9 mo. old and 3 yr. old in the backseat. It was terrifying!!

Other problems I have had with this car is the paint on the front bumper chipping off, bad brakes, a slipping transmission, my rear brake light doesn't work because the wire keeps fraying, some sort of electrical problem where my windows decide when they want to work and the lights in my car either don't work at all or flash on and off. I have had some work done on the car already but the problems I discuss above are new. This car is a lemon!!! I was never notified by the dealer that this vehicle had been a fleet vehicle that they purchased from an auction. I didn't find out until I tried to trade in the vehicle. The manager at the dealership where I went to trade in my car did a vehicle inspection and told me something wasn't right and then chose to run a Carfax report.

The result of his inspection was that I needed new tie-rods, my transmission was slipping between 1st & 2nd gear, my brakes were bad, the tires didn't match, the steering wheel was shaking and the front bumper was peeling. He felt that the mileage didn't coincide with the extent of repair work that was needed. He also told me that he has collegues that work at Carmax and he has been told stories about how they whack people. He was not saying this about Carmax so he could sell me a car, he likes to establish good rapport with his customers and felt like he would be putting me in a worse situation than I was already in if he sold me a vehicle from his lot. And what I needed to do was to contact Carmax and try to resolve the problem with them directly since the car is in such poor condition and they sold me such a horrible car with 2 small children.

Carfax says that the car has only had 2 owners one which is myself. But there have been 8 vehicle registrations. The car was also only driven 425 miles the 1st 8 months it was purchased and then the next 8 months 15,000 miles.

Ed of Severn MD (01/01/04)
Purchased used 2000 Dodge Durango with 32K miles in June of 2003. In November 2003, the vehicle with 41K miles experienced problems including the steering wheel locking while driving, brake failure, electrical failure. Dealership agreed problems we serious, and did not have a fix. They offered to buy the car back at a cost of $14K. The vehicle was purchased 6 months ago at a total cost of $23K, plus a trade in of a 2004 Toyota RAV4 excellent condition whose pay off amount is added onto the $23K loan amount.

The dealership has offered to buy back an unusable vehicle at a $9k loss to me from the original purchase price 6 months ago because we put 9K miles on the car. We have no vehicle, nor can we purchased a used or new vehicle of comparable size with the money offered and financial loss requested by the dealership. Complaint filed with the BBB.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Back to the top |