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March 2025 by Richard Yeater
Never bought a car from Carmax. Probably never will. Sold our car to Carmax. The process went pretty well. Still had a loan on the car. Thought the loan would be paid off in a couple of days. Our loan company said they had to have a notice of 3 days before our next payment was due to process the loan payoff. Finalized the deal 6 full days before our next payment was due. What Carmax did not tell us that it takes them 15 days to process a payoff to our loan company. Bad communication and business. Probably have to make a payment on a vehicle we don't own any more. because of their lack of transparency.
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March 2025 by Fred Canis lupus
We purchased a $42K vehicle and Carmax gave us one key fob. If they acquire a vehicle with only one key, they should get a second key for the car BEFORE its put on the lot to sell. Stop being such cheap bastards!
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March 2025 by Mr. Saunders
0 stars (it made me give the one... CARMAX doesn't deserve even a 1) but I had to leave a 1 in order to post.
ABSOLUTELY the worst service i have EVER had anywhere! No exaggeration! I have 0 need to add to the story... Carmax fouled this up big time on many occasions within less then 1.5 months. 4 different occasions... 4 different poor experiences.
Rude sales man, complacent sales men, non bought in team members, ghosted by salesman... who is the training and on-boarding leader for your team? Re-look at staff and ensure they are doing there due diligence to properly train and treat your staff. This way they may be able to provide better service.
ABSOLUTELY the worst car buying experience EVER!! ABSOLUTELY the worst car company to do business with... in my experience. NOTHING about my experience with Carmax KC in Shawnee was great.
You are exactly what they put you on... a waiting list and you are now just a number. You are treated as such also.
No customer service follow or follow through... you have to follow up with them. They will apologize with 0 emotion... they have been taught to say... "I'm sorry"... right... the company is sorry and needs to reevaluate how they're doing business and treating potential customers.
I HIGHLY RECOMMEND if at all possible... do business elsewhere. This has been MY experience.
I only want the car I selected. If I could bypass the employees (any live person that works) here I would and just buy the car flat out or through another location... maybe it'll be better there. They don't care so why do I care to meet anyone from your team.
My experience started Feb 6th. Found a car. Reserved and paid to have it shipped to me. Someone was allowed to buy from under me. I was not communicated with. I had t follow up.
Found another car... paid... had it shipped here... they didn't list any of the damages on or with the car. Yes... the damages made it where I didn't want it. If they had listed the damages... I would not have selected that car.
Found another car... March 2nd... car is sitting in the carmax location since the 11th and I still can't get it... excuse after excuse... here we are on the 19th. I had to go in to get an answer. Response: we may have it ready next week... WOW carmax... this is how you treat people who want to spend there money with you! Way to show his thankful you are for someone wanting to do business with you.
Upfront and open communication goes a long way CARMAX.
If I had more time... i would continue to write. I just don't want anyone else to experience this... please avoid carmax if you can.
Do I want a call or for you to contact me... WHY? Are you just going to listen to me then say.... "I'm sorry". How did/ does that remove my experience with CARMAX and it's team. Would you want me to call or contact you if you were treated like this?
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March 2025 by Art Graham
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.
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March 2025 by John Eppenauer
I give my visit 3 stars. Joe, my salesman is still in the learning stages and I could tell from that. I did my post buying on line to make the sales go faster. It took almost 4 hours. Other than that, he did great. The car was missing some key features ( automatic garage door opener, power seats, auto dimming rear view mirrors)that was advertised wrong. The car did not come with these. Also the service department was terrible. If they changed the oil in it, there was nothing on paper that showed that they did. The oil was supposed to be changed. On the 125 point inspection, the hybrid battery is supposed to be checked. I never got anything on paper that showed what they checked and what the condition of the hybrid battery was. All is included in the 125 point inspection. I feel like there were some lies told to cover themselves.
Don't advertise something that the car is to have, but it doesn't. I paid to have an oil change somewhere else because I got nothing from carmax saying that they serviced the car. Infact I got nothing saying they did any service, which is supposed to be done. My car is under there warranty, but I also got the Extended CarMax coverage, which should start AFTER the regular warranty ends. It does not. It starts when I drive the car off the lot. So basically I got screwed on the Extended warranty length. I don't know if I would recommend buying a car from them. There are some good things but some are just as bad.And the shipping - they took there sweey time in getting the car which was a 12 hour trip, but took 2 weeks to get it.
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February 2025 by Jenny Green
The car purchasing itself was okay. Seemed to be fairly seamless. If I had to do it again, I would NEVER pay to have a car transferred again. I paid $1500 to transfer a car from Reno and watched it go from Colorado to Omaha and then sit there for 6 days while I paid for a rental and got ZERO explanation or cares given by anyone. I was definitely an inconvenience to anyone I asked about it. When it finally came to picking the vehicle up and signing the paperwork, it seemed to take forever and “systems” were down. Which was stupidly frustrating. Ended up taking 3 times longer for these reasons. But I got exactly what my trade in was said to be and ended up getting a car I really liked. Customer service is definitely NOT a priority but overall happy with the outcome.
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February 2025 by Rich Groen
Recently returning to the US from an overseas assignment, I was eager to purchase a reliable vehicle and, based on strong recommendations from fellow military personnel, chose to work with CarMax. Initially, I coordinated to have a vehicle shipped from Utah to Kansas City. Still, after weeks of waiting, I decided to visit the dealership in person and purchase a truck from their lot instead.
The sales and financing process was smooth, efficient, and met my expectations. The representatives I worked with were knowledgeable and professional, making the purchasing experience straightforward. However, my interactions with management and the business office left much to be desired.
The first issue arose when the manager, Lonnie, assured me he would help offset the shipping charge for the vehicle I did not purchase by offering a set of tires at cost. However, despite this commitment, I never received a follow-up call or any communication regarding the offer.
The second major issue was with the business office. They initially called to inform me that my tags and registration were ready for pickup. However, after attempting to call them back multiple times over a 10-day period and leaving five messages with the sales department, I received no response. The lack of communication was frustrating, particularly since I had to rely on physically driving to the dealership to get any answers.
When I arrived, Oscar was indifferent toward me in the business office. McKenzie later followed up and confirmed that my tags and registration had been mailed out, but neither she nor anyone else could determine when they were sent or provide a tracking number. To make matters worse, I was never contacted to be informed that they had been mailed, leaving me waiting unnecessarily and unsure of when or if they would arrive.
I voiced my concerns to Angie, the operations manager, who seemed genuinely concerned and willing to help, but unfortunately, there was no real resolution beyond advising me to wait. While I appreciated her effort, the lack of organization and communication from the rest of the team made this part of the experience frustrating and unnecessarily difficult.
While the purchasing process was positive, the failure to follow through from the management and business office overshadowed it. I would not recommend using Kansas City CarMax, especially if reliable communication is important to you. If in-person visits are the only way to get updates, it significantly diminishes the convenience and customer service that CarMax is known for in reputation.
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February 2025 by David Fetrow
Our experience was not the greatest. Prior to our vehicle arriving here in Kansas, we were told that CARMAX could handle the registration process after we got the VIN number checked. Upon arriving at the CARMAX facility, we were told that we would have to go to Kansas DMV and submit the paperwork for registration. Atfer all the paperwork was completed, which we thought was already done online (this was a strictly cash purchase) We were the advised that Yes, CARMAX would be able to finish the registration process through Kansa DMV. We had the vehicle VIN checked by Kansas and returned all the pertinent papers to CARMAX for processing and submission to Kansas. Those documents were returned to CARMAX on the 5th of September. Today is the 25th of September.and we are still waiting for our registration documents.from the state. We realize that getting registration documents from the state might take time, but we have the feeling that we will get a letter from Kansas DMV telling us we need to go through DMV to finish this registration process. We feel that way because CARMAX here in Overland Park IS told us yes, then no, then yes regarding the registration process. Our main problem with CARMAX deals with the flip flop and apparent uncertainty as to what CARMAX could do for us in the registration process. That plus there seemed to be lots of duplication of information when we arrived to pick up our car. Otherwise the process was simple.
Thanks
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February 2025 by Maleah Batrez
Went to go buy a car here and was not greeted. All the workers seem entitled, I would not go here to spend thousands of dollars for the lack of hospitality and niceness.
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February 2025 by Logan Feldmann
Service department is absolutely terrible. Bought my vehicle and noticed the rear view mirror was damaged. Scheduled an appt a few weeks later and realized during that time I had an LED running light out as well. Called the service dept to notify them and see if I could have both issues resolved at my scheduled appt. Carmax told me that shouldn't be an issue, however they then called me back saying they would have to order in the Led lamp so could not complete that repair at time of appt. They said they would call me to notify once the Led lamp was in store, said it should only take a week at most. After 2 weeks, I had not heard anything back so I had to then reach out to the service dept. After several calls with no answer, I had to reach out and navigate my way through the touch tone call to speak with a national rep. National rep then had to reach out to local store and then shared with me they still had not located the Led lamp needed. Ultimately, it took over a month to get the necessary part in. Fast forward a month or so, I have a appt scheduled to get my headlight fixed at 8:30AM. I told the scheduler that I would wait onsite for the repair to be completed as I was told it should be a "quick fix" and wouldnt take to long at all. I arrive at 8:30am on day of appt and again I was asked if I was going to wait onsite for the repair to be completed. I said "It should be a quick fix correct?" and again the rep said "yes shouldn't take to long at all". My vehicle sat in the bay untouched and was not brought back to be serviced until 9:30am (1 hour after my scheduled appt). This "quick repair" ended up taking over 2 hours to complete. Yes, buying a vehicle from Carmax may be straightforward, but any service required will be a huge hassle. Next time I will just ask for the car part and complete the repair myself.
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January 2025 by Andreas Penan
Very slow for car carriers
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January 2025 by Mayvenrific Capotacious
waited for an hour and
there was no customers for a test drive and they still didn't let me test drive take forever and the employees are just on their phone looking at social media
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January 2025 by Karim Tanus
Have yet to receive our "package" that needed to have our paperwork to be able to register the car.
Our sales rep had no clue about the car we were purchasing. The car the second we drove it off the lot had lights come on the dash and tires were super low in tire pressure.
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January 2025 by karl sparks
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.
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January 2025 by Arlona Mcconico
My sales rep guy Dylan was great everybody was great honestly until it's time to fix something I guess... I know it is a used car lot so I expect some issues. But the way my jaguar was just treated at a service appointment is unacceptable for me! Not to mention the car has been in the shop several times since I got it! While getting something fixed with the jaguar sign the service rep scratched up my vehicle it was spot painted fixed with an another aka similar color. However it looks like nail paint! You sign a paper verifying the vehicle condition before you even release the vehicle .. so the accident made by them being treated as a oh well has completely baffled me!
