CarMax offers a large selection of used cars, trucks, and SUVs in one place with a no-haggling, no-pressure sales approach. The car purchasing process itself is often described as fairly seamless, okay, or simple, with customers getting exactly the trade-in value promised and ending up with vehicles they really like and love. Some customers report getting a great deal and are happy with the final outcome, even purchasing multiple vehicles from the company. However, the experience is frequently marred by significant delays and administrative problems. The paperwork and final signing process often takes an inordinate amount of time, described as taking forever, three times longer than expected, or totaling many hours over multiple days, even for cash purchases. There are consistent issues with the post-purchase registration process, involving uncertainty, flip-flops in information, and long waits for state documents, with one customer citing a 90-day temp tag as unacceptable. Paying for a vehicle transfer can also lead to frustration, with slow shipping times and a lack of communication or care from staff when delays occur. Additional criticisms include advertising errors where cars lack advertised features, concerns about the completeness of the service department's 125-point inspection and oil changes, and confusion over warranty coverage start dates. While some sales staff are noted as very good or doing great, others seem to be in learning stages. Overall, customer service is often not seen as a priority, with some customers feeling like an inconvenience. The outcome can be satisfactory, but the process is frequently described as terribly slow, stupidly frustrating, and in need of improvement.
I bought a car from Carmax and a week later I changed my mind and wanted a larger car. The transition was extremely smooth. The car I currently have runs great. They replaced 2 tires. The staff there is amazing. I first met with Wayne and then Elias. They both did a fantastic job. My son whom has autism was with me each... read full comment
March 2025
The car is great. The people are nice. My beef is you pay all that money for the vehicle and only get one key. I had to go to the dealer and spend over 300 dollars to get a spare key.
January 2025
I paid sales tax and personal property tax at the dealership to save a trip to the DMV, Carmax held my money for thirty five days then filed it with the DMV. Long story short 90 days on a temp tag is unacceptable! Having said that the sales person was very good at his job, bad corporate policy.
