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February 2024 by Laura P
i am sincerely appalled by this corporation. I bought a car when my son was 3 months old, we absolutely loved it and were so excited to upgrade to a SUV for our family. After 3 weeks of having it I noticed MOLD growing in the car. I contacted carmax locally and they said the seal on the door was causing water damage and that they fixed it. Well they didn’t fix it because I was proceeding to get water in the car and they just cleaned up the mold, didn’t actually kill it or anything. As a new mom I didn’t exactly have the time to immediately bring my car back in. Check to months later I go to clean my car at 6 months pregnant with my 16 month old baby and found 50% (at least) mold growth in the carpeting of my vehicle. My third row was down and second row all the way back so I had no idea it was there. I called carmax to notify them and they said because it was a year after purchase they couldn’t do anything and to contact my insurance. Not only that but I called MAXCARE which I paid an extra THREE THOUSAND DOLLARS for and they said they couldn’t help me because the mold is in the carpeting and is ‘cosmetic.’ Comical. To emphasize again I am 6 months pregnant and my 16 month old has been inhaling mold his entire life while in this vehicle, carmax did not care at all and wanted to put the problem on someone else. I took the car OFF THE LOT WITH MOLD. Obviously I didn’t know this but that’s what happened. I would NEVER recommend this place to anyone. I’m a disabled vet & absolutely do not have the ability to pay for this to be fixed so now I’m 3 grand in debt because my only option is to take a personal loan to get it fixed. This is not an inconvenience it’s a HEALTH concern to the point where every time my son got in the car he was coughing. I am disgusted and not only that but still 23 grand in debt for a car that’s mold infested. I recently contacted better business bureau and am hoping this situation is taken care of sooner than later on carmaxs end. I still can’t believe it.OH not to mention the gas cap popping off, the hole in the windshield wiper fluid container. How after 11 months of having the car it needed an oil separator removed & replaced, evaporator control canister removed and replaced, leak detection pump removed and replaced AND replaced fuel injector. Worst experience I’m so so sad.
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February 2024 by Erick Roorda
I'm on my 3rd car with this company and I can only say good things ..
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January 2024 by Karyn Tietz
While we love the car, I just dont think it should need a complete brake job at 3 1/2 months after purchase.
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January 2024 by Robert Butcher
First off, I'd have to say it was a real pleasure and pretty much stress free purchasing a vehicle from CarMax. The online capabilities makes it so much easier to find what you're looking for, and the shipping of the vehicle (my new 2021 Toyota Tundra) was very reasonable being shipped from the South to CarMax Langhorne PA.The team at CarMax Langhorne went above and beyond in ensuring I was completely satisfied with my new truck. Derek a sales representative was very attentive and was able to answer all my questions and concerns, Mike the manager was very supportive and ensured me by giving his word that any and all issues would be taken care of, the truck was not ready when I went for the test drive and a potential purchase. A little oversight and it didn't change my mind about purchasing it. Derek documented all my concerns and Mike the Manager signed off on them.I was contacted by a representative and sent an email on the date and time to bring the truck in for repairs and cleaning. Eddie in the Service Department has great attention to detail, very supportive with outstanding communication skills with constant emails on the status and updates of the repairs and detailing. Look forward in working with Eddie in the future with my new truck.In closing, the team at this location is what car buying should be about, no hassle, no strings attached, stress free & supporting the potential customer as well as the the customers that have purchased from CarMax.
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January 2024 by downforce65
CarMax dealers have huge inventories, and the available transfer of vehicles is very convenient. However, the in house business/finance office is not helpful. Their interest rate is not competitive (6.99% compared to 4.74% at Navy Credit Union). Despite having a large staff, they won't help more than 3 days after a car purchase. If you return a car, the refund takes about 3 weeks. I delivered a refinance check to their office, but they refused to accept it and referred me to CarMax Auto Finance in Illinois. I called them and they directed me to mail the check to an post office box in the same city! (Kennesaw, GA in my case). Unbelievable and a complete failure to serve paying customers. Bottom line, CarMax is a good place to find and buy a car, but a lousy place to finance it.
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December 2023 by Miranda Housden
Zero help with my husband's car that has had nothing but issues. Now there's another problem, the catalytic converter, on a five year old car. Carmax mechanic quoted 8k just for work and car is only worth 10k. Corporate is useless and they know carmax midlothian sold us a lemon.
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December 2023 by Jimmy Palmisano
So they talked me into purchasing (MAXCARE) $1400.00 anything goes wrong with vehicle I repair it, so the oil cooler housing went bad on vehicle so I called carmax they sent me to MAXCARE, spoke with the gentleman on the phone he checked my mileage and my months of ownership, I started to tell him what was wrong and he finished my sentence, he told me they always go bad and I'm covered, he is sending a tow truck, next day they tow the vehicle to c&g auto repair, 3 days later I get a call that it's the typical oil cooler housing and they won't cover it, it's my only vehicle so I had no way of getting back to my place since they towed it 25 miles away and you can't drive it, so now I'm out over $800, total scam if you ask me and the 2 other family members that purchased vehicles from carmax and purchased maxcare and they needed to use maxcare and they were also denied, if you're unfortunate enough to have purchased a car from carmax and need to use maxcare get ready for a shock because you most likely won't get your repair paid for and you will have to make at least 7 phone calls to different people because they do not care they got your money
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December 2023 by Carlton Young (Ceej)
This review was not easy but I must be honest and speak up on the poor experience I've endured with Carmax corporate customer service. They overcharged me for the vehicle I was intending to purchase along with my trade in and then didn't have me verify and sign the check, therefore nothing was received on their end! I had to drive back to the location, they had to re-sell me the car and process the entire transaction. The whole experience was underwhelming I am glad financing fell through in the long run.Update as of 12/11 Now they've supposedly are lost on processing my refund which was supposed to be return to me in 10-14 business days but it took them less than 3 minutes to charge my card the same amount! The bank told me it should only take 3-4 days so what is the hold up? My case has been escalated twice but I am still without funds after more than 3 weeks due to their poor inner working systems and lack of professionalism from the start. I hope that they get a hang on their technology and stop penalizing their customers for their own wrongdoing!
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December 2023 by David C
(I will consider adjusting/deleting my review depending on if this is resolved - I have already called the Carmax number mentioned in the copy-paste Carmax replies to these reviews and opened a case with Carmax - hopefully they will actually help me, will see) After purchasing a car on October 5, 2023 and I returned on October 16, 2023. It is now December 6, 2023 and Carmax has not refunded/paid off my bank loan. I am having to make payments and soon pay auto insurance on a car I returned to Carmax 2 months ago. Carmax sent a check 3 times, the first two times, it was returned because Carmax did not include a letter stating that they are paying off a loan and where to send the title. Carmax is not making an effort to call my bank to clarify what is needed to get this done. Carmax's lack of care, effort and communication is resulting in hurting me financially.
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December 2023 by Alexis Maria Rowjohn
This place is not worthy of even a single star. DO NOT TRUST THIS COMPANY. I chose to buy a car with Carmax because I had bought a car years ago that I had an excellent experience with but this company is no longer the same. I recently purchased a vehicle in Bristol, TN. I did not purchase their extended warranty due to how high my payment was an also because I trusted that this car had been thoroughly examined as they promise as a part of their reputation to provide good cars and excellent customer service. I purchased my vehicle and instantly began having issues. The first issue was my hatch not locking properly which they took care of but I had made several trips to and from the dealership which is 50 miles from my home. I have an ill grandmother that I help in Florida so I took a trip for one of her surgeries and realized the car was making an extremely loud noise from the engine on the trip back. I took the car into Carmax to look at it and was advised it was THREE quarts low on oil. I instantly questioned what could be causing that much oil to leak and was told it was probably just a “bad oil change” which is INSANE considering again their promise of in depth inspection on vehicles before they’re sold. I then asked the manager what if it was something bigger and he told me I was SEVENTY miles pass my warranty and I quickly advised him that if he subtracted the MULTIPLE service trips that were taken due to them selling a vehicle that wasn’t in shape to sell then I wouldn’t be over mileage and also advised that if it weren’t for my trip to Florida I would have never known there was an issue. He proceeded to tell me to drive it another THOUSAND miles and see how it does but that he couldn’t promise me if there was a bigger issue that they would be able to fix it. Needless to say I had to drive to Florida again for my sick grandmother and by time we made it there the car was nearly completely out of oil. It took FIVE quarts to get it back home and the brakes as well as the other headlight also all failed on that trip. I have had this car for less than 4 months paid three thousand down and have maintained a 565.00 payment on a car that is FALLING apart. It is very obvious that the ball was dropped on their inspection with this vehicle and it is disheartening and unfair to make it my responsibility to fix while maintaining my payment! Needless to say this review is just the start. I will also be filing a complaint with the BBB and addressing this with an attorney if someone doesn’t step in and do the right thing. It is NOT okay to do this to people. A GOOD company would recognize they made a mistake and do what they need to do to fix it. I am absolutely mind blown at this experience considering how amazing my last experience was with this dealership but it’s very clear that their dedication is no long to their customers but themselves which is extremely unfortunate! DO NOT BUY A VEHICLE HERE!
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November 2023 by Herman Wilson
In the beginning, we thought they were great. We bought one car from them and sold two to them Went back to buy another one . It had issues with the transmission and too small of a truck .Returned it, and expected to have my money within two weeks .Still haven’t received our money!!! it’s been over a month now and we’re not talking a little bit of money we’re talking thousands. All we been getting is the runaround . it ends today.!!!!! I recommend, do not put any money down !!!!! if you don’t like it, you will not get your money Like they promised. Said they would have it expedited 5 to 8 days. Then two weeks. Now it’s just the runaround. This company does not have its act together. If you do business with them I recommend not putting a bunch of money down. I paid it off. Bad mistake !!!! Don’t do what I did.!!!
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October 2023 by terri aman
I purchased a vehicle and had it to weeks. There were no breaklights or turn signals. They gave me a loaner for 9 days. I had to return it because I have 9 days left till my 30 day was up. They left me without a vehicle. It’s going on two weeks and still no refund check.
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September 2023 by Denise Throckmorton
I was sold a vehicle from CarMax on 8/24/23, that they knew was a dud. I didn't get to even drive it a total of 200 miles and having two different repair shop visits and the 2018 Toyota Highlander broke down with the exact same issue.after leaving the second shop with repairs The vehicle was returned to CarMax Midlothian Virginia on Monday, 9/11/23 and the paperwork completed on Tuesday, 9/12/23. CarMax never offered to assist me with finding another vehicle. However, since that time I have found an acceptable vehicle through other means. BUT, CarMax has breeched the Return of Vehicle Refund Agreement of 7-10 business days to get that refund to me and the leinholder of my personal money and theirs plus interest owed to my bank.I have waisted unbelievable hours trying to get the status of my refund. I have been tossed about to various at home workers trying to sound all professional saying "we will need to partnership" on this issue. Partnership my butt. Your trying to do business by e-mail with incompetent staff not veven located at your "Corporate Office." Like some kind of first line of defense not to be disturbed nor held accountable. This is totally uncalled for. Barking dogs and screaming kids. Really?I've heard enough lies, been demanded to tell them what the payoff is, demanded to know if I have a lawyer, hung up on and blocked from posting on CarMax Facebook, etc., etc., etc. Trying to obtain the status of my refund.This is the most disgusting business I have ever had the displeasure of dealing with.I am a disabled/retired woman and I am being discriminated against. I need my refund to pay for another vehicle I have found and committed to. I must have the transportation I require for my health concerns. I need my money back asap.I am being ignored and this is not acceptable.Please assist me in getting my delinquent refund returned today.
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September 2023 by lisa porter
I went to the local car max and was going to buy a car. Worked with the salesman l, my mother wanted to be the primary borrower, I the secondary or co signer. The salesman is trying to tell this is illegal because my mom lives in another state. I had to correct him and tell him he's wrong because the car I'm driving now was done this way with zero issues. So he then changes the story to how it's their policy the car must stayed garaged with the primary borrower. I said you're wrong. Because my car is garaged here and my mother lives on FL. I go to the DMV and tell them this story. The lady was like no, as long as both drivers are insured. After a back and fourth battle with Nate, he comes up with well it's our policy. Oh, so now your policy. I left the car, went to Subaru and got a car. Guess what? My mother is the primary borrower and guess what else? I'm the co signer. Oh and one more guess where this car is garaged? You guessed it. South Carolina. Not only all this craziness, but the car was $3, 000 over KBB
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September 2023 by Alexandra Santos
If you can afford to avoid Carmax, Do!I partnered with 3 stores and 6 customer realtions memebers regular and executive, and now a supervisor. Sadly, this company is beyond abusing customers trust and car knowledge.and so lord help you, if you have any problem or catch an error on their part. You will spend hours pulling your hair out trying to connect managers, to workers, to customer relations because everyone in every corner of this company—- is arrogantly, emptily doing their job while saying, “we are listening, we want to treat you with respect, we want to help”—— No, Carmax wants to sell the cars they buy without spending real time or money fixing the things they find in their 125 point inspections. Just hiding errors and blaming policies! They are quite high on their own power and importance.They have collected a similarly dishonest, and self-preserving type of employees to drink their koolaid, protect their managers and conduct business dishonestly.Thank you Asia, Felicia and Alissa from Customer Relations, I hope you one day find a more honest and integral company to work for, and they appreciate you!No thank you to Anna, Carter and Ellery. Seems like you wanted to ensure you kept your jobs at all costs, and I wouldn’t recommend you to anyone… so…3,000 is how many miles, spent trusting and talking and waiting and partnering with Carmax stores, customer relations… and even now, I am waiting for a resolution because I finally finagled my way a customer relations supervisor, but I will never represent Carmax positively again.
