Information, reviews and public commentary for US companies

 

CarMax Inc.

Rating
0.857143
Web
http://www.carmax.com
Address
12800 Tuckahoe Creek Pkwy.
Richmond, VA
23238
Contact
Thomas Folliard
Role
CEO
Phone
(804) 747-0422
Fax
(804) 217-6819
Employees
15,460
Twitter IDs
@CarMax
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Stephanie - 2 d 6 h ago

0

I bought a car from Carmax in Birmingham Al on Friday August 11, 2017. The following day while driving I noticed what looked like to be BLACK electrical tape over 2 parts of the dashboard! Removed the tape and low and behold the service engine and airbag lighs were lite up. The tape was on there so well that unless the light hit it you would never notice it. As of now Carmax has the car and is promising to fix whatever is wrong. Had I seen these lights on I would have never purchased this car. Now I am skeptical that there might be more things wrong with the car since the lights were covered. Dealer assured me that that is not their practice. If Carmax is doing these extended inspections of cars this is something that should have been caught. I'm praying they fix this issue and that no issues arise from this car. And to note I was NEVER even offered and extended warranty plan should something arise in the future. Very disappointed and considering returning the car within the 5 day limit.

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Rick Timmerman - 49 d 37 m ago

1

CarMax concept is a great idea and I was sold only to find out customer service sucks after consummating the sale. Big problem with financing but since the papers were signed I was out of luck. Spent a total of 8 hrs calling a 100 different numbers, nobody would help. Many promises of call backs but nothing, still waiting after 60 days. Here's your chance at redemption, prove me wrong, make a liar out of me.

Rick Timmerman (hidden)

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Bob - 62 d 24 h ago

Not good nobody ever gets back to me been months

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Mike B - 91 d 22 h ago

5

My experience at your Jackson, TN. facility Saturday May 13, 2017 was nothing but very professional and pleasant. I purchased a 2015 $36,000 vehicle which I am very pleased with.

My concern is, that when a vehicle is purchased I would expect to have received two sets of remote controls for locking, unlocking and auto start. I only received one remote and would like to receive the second which I feel I have paid for in good faith. I was unaware of the missing remote until I paid for the vehicle and was leaving and only given one remote.

I am sure you will see thru, and follow up with your customer service pledge of integrity and forward the missing remote that had been misplaced.

Regards, Mike B

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Sharika Taylor - 92 d ago

0

I'm absolutely disappointed with Carmax. My car needed Spark Plugs on which they said that they will repair and install. However the technician installed the wrong spark plugs in my vehicle which lead to more problems. I took it too the 100 Oaks location to try another technician but it only gets worst. They called and told me that everything was taken care of and replaced and I paid $503.75 now here we go again same issues with my car. This time I take it to the dealership and come to find out!!!!! My spark plugs were never changed. The manger called from the Rivergate location stating that I would be taken care of. I waited for the call from the dealership at miracle Chrysler dodge in Gallatin to get back with me on the rental and to give me an update on my car. Never called I had to call myself!!! Then he tells me that the manger called to discuss my vehicle issues but never consulted back with me. Then he tells me that they don't have any rentals there he would have to go and get one? Seriously? And this is a dealership? So your meaning to tell me that all customers use the same vehicle? I understand that this is a business and customers are hectic but in this Field of profession requires multitasking. And that includes keeping the customer updated on the details of your vehicle!!!!! Some people don't have another backup car if one breaks down. So you rely on your car. If Dodge cared about their customers they would escalate customers matters in finding ways to help. When the manger from Carmax called and stated that he would pay for my rental due to Carmax negligence and to pay for my repairs then the Service writer should had immediately contacted me in setting up transportation for me...... but I heard nothing...... all I heard well I'm going to get the rental as we speak? Excuse me? Where is the rental? That's not telling me nothing . Bottomline miracle Chrysler dodge should had told me look here your car is not going to be ready today because we have to order your part, however the good new is that we can get you in a rental today all expenses paid through Carmax I can't tell you when it will be ready but we're working on it... When can you come in for your rental pickup. Now that's professionalism. I'm going through this hell all because of Carmax negligence 2nd failure mistake. And Miracle Chrysler Dodge Poor Expertise in Customer satisfaction. Everyone is entitled to their first mistake but not second one. All this time I've been driving on bad plugs no wonder it was making that loud backfire sound..... No one should have to experience this issue. Technicians should be on there A-Game at all times. Our vehicles are in their hands. Place yourself in my

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Eugene B - 162 d ago

5

Purchased a 2016 Chevy equinox after the Mobile Al. Store opened, everyone was great, I was told how much the check needed to be to purchase the car. When we were filling out the paper work the sales person ask if I wanted the extended warranty and that I had to make the decision at that time and could not come back to purchase it. If Carmax gives a person five days to return the vehicle if you are not satisfied they should also give you five days to purchase the extended warranty. CEO should insure that the return policy and the purchase of the extended policy match! I hope the powers to be read this comment.

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Mary Boudreaux - 183 d 5 h ago

2

I have had very bad service experience at Carmax. I brought my car in for service A . The technician was backing it out of the service center and hit another car damaging my rear bumper. Now I took it in for the service B and paid $286, a 2.1 hour timeframe charge for this service. Guess what ? The technician done in 30 minutes. However, I paid for 2.1 hours of labor.

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Sheree Oliver - 281 d 6 h ago

0

I'm HIGHLY PISSED OFF THAT I'VE KICK OUT AN ADDITIONAL $1028.00 ON A TRANSMISSION THAT WAS NOT RIGHT AFTER 2 MONTHS OF ME HAVING THE CAR. I HAD TO DRIVE 120 MILES A DAY 5 OR 6 DAYS OUT THE WEEK , HIGHWAY MILES. I KNOW $1000 ISN'T A LOT TO SOME PEOPLE, BUT IT IS TO LOWER CLASS CITIZEN.

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Old Soldier - 281 d ago

With that type of lanuage no wonder you are not wanted as a member

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louie - 184 d 19 h ago

So you just put up with abuse eh OS, this OS doesn't

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Rhode island - 281 d 21 m ago

0

Well guess what i had the same problem with car max in ri cause my daughter used my car to go to sc and it broke fown i had to fight for a month the car gad been in their repossession and the transmission motor brakes signal liggts when put on turn wipers on gas tank was not secure my handicap grand son 2years old and my faughter could of gotten kill if i didnt call them and told them to fix the f car and they couldnt so it was tow to carmax in sc and its still there they finally brought me out im waiting for my down payment supposed to have been mail back i told them her in ri that i would call bbb attorny generald and my lawyer so the car 2013 Chrysler200is in sc lot nice looking junk i wont ever buy a car from them again all the hell they put me thru and im 70cant afford to have heart attack over a junk from ri

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Tim - 245 d 9 h ago

Don't ever consider yourself a lower class citizen. You are as equal as the richest person in the world. We are all human. I hope everything works out for you.

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Thomas Folliard - 197 d ago

3

Mr. Thomas Folliard I have a complaint on some of your car salesman in Escondido CA. I was treated horrible today and was taken thru a lot of changes. I am not a complainter,but today took the case. If you can please call me # 619 459-0991. Thank you. (Andrew Allen)

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J thornton - 201 d 16 m ago

2

I'm baying off my car I'm fed up No more of my money. For them. Will Not. Do more car deals

At that car max. Used. Car center. Applied. For a spot. There. Can't even. Call you. After. First. Call.

To let you. Have. A reason why.

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Jerry.perez.trujillo@outlook.com - 229 d 6 h ago

0

The hiring process got an email for an interview went spoke w 3 different managers went through the process I thought it went well,got an email days later saying I was not selected,I have 19 years of customer service experience inside sales counter clerk parts Dept merchandise inventory & 5 additional yes of retail at lowes & still did not get the job what kind of b g check do they conduct I'm clean gave nothing to hide is my previous employer bad mouthing me

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Terrence - 248 d ago

0

I was approved 3 times by Wells Fargo... At the signing they said we have to run it again. I asked why they said the numbers won't right. Then they put us in cold after being there for 4hours... Still don't have a car.. Oh forgot to mention i have insurance on a car i didn't get..

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Randy Zapata - 249 d 8 h ago

Well My name is Randy Zapata and I have been a loyal car buyer or client as you may consider me at this point because I have purchased approximately 6 vehicles from the Miami lakes Carmax Store and even purchased one for my son-in-law for my daughter. Each and every time I have been promoted to purchase an extended warranty and a A Gap Waiver Agreement. The pitch was that the extended warranty would cover most of any vehicle problems that might arise during the course of my ownership which has served well in that area. The problem is that I have been told that if I were to take the vehicle to any place for I repair, that there would be a deductible, but if I would bring vehicle to Carmax that there would be no deductible. So far I had not had any problems in taking my car to carmax until this last time. I had to bring car in for services that they ended up taking to the Mercedes Dealer and now I am being told that I have a deductible of $250.00. So I am quite upset that I feel that I have been lied too. The worst part is that I have had witness along with me in these purchases and they heard the same and understood the same. So I would like to file a complaint about this incident. My cell number is (hidden) and I can be reached at any time, but I would like to talk to someone in corporate office in a high position in order to discuss this problem. The Gap Waiver Agreement was another problem that I have previously written your office and someone called me from the local office and nothing was resolved. This is why I wish to talk to someone with authority. Thank You

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Clara B - 252 d 1 s ago

0

I cannot believe Carmax's business practices. They say that they do a 125 point inspection on every vehicle. Well let me tell you my story. I saw a commercial that prompted me to go there and buy a car. So impressed with what i think they did to service their vehicles i bought two cars. IT WAS THE WORST DECISION I HAVE EVER MADE. I TRADED IN A VEHICLE AT THE CARMAX IN SOUTH SACRAMENTO THINKING I MADE A GOOD DECISION. NOT KNOWING I BOUGHT TWO DEFECTIVE CARS. THE FIRST CAR I BOUGHT BROKE DOWN THE NEXT DAY. THE OTHER VEHICLE THE DOORS DIDNT LOCK. I BROUGHT THE VEHICLE BACK AND WANTED TO GET MY CAR BACK BUT THEY SOLD IT. SO I WAS STUCK BUYING ANOTHER VEHICLE FROM CARMAX BECAUSE I COULDNT GET MY CAR BACK. I BOUGHT A THIRD VEHICLE! NEWER YEAR FOR MORE MONEY! IT BROKE DOWN THE VERY NEXT DAY. I HOPE MILLIONS OF PEOPLE READ ABOUT MY STORY. CARMAX HAS NOT DONE ANYTHING TO SOLVE MY PROBLEM. I HAVE BEEN SITTING IN THE SERVICE AREA WAITING FOR A DIAGNOSTIC CHECK ON THE VEHICLE FOR 3 HRS. IM SURE I WILL NEVER PURCHASE A VEHICLE FROM THIS OR ANY OTHER CARMAX EVER AGAIN. I WISH THEY CARED. EVERYONE I SPOKE TO AT THIS CARMAX IN SOUTH SACRAMENTO SEEMS TO THINK THIS IS NOT A PROBLEM. I HOPE NO ONE ELSE EVER HAS TO FEEL THIS WAY!!!!!!!!!

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April Morgan - 258 d 7 h ago

1

I sold a car to Carmax on 11/5/2016. I wrote them a check for almost $11,000 for the difference in what I owed and what the car was worth.

My car payment for this car was due to the lender on 11/8/2016. Because I had sold the car, I did not pay it.

On 11/20/2016 I received a letter in the mail that my car payment was past due and I now had an $85 late fee tacked on.

I contacted Carmax who was clueless and said they had sent the lender a check on 11/12/2016 but it had never been cashed.

So I called the lender. They said the check had been returned on 11/15/2016 because it did not have a pre-authorization number on it. I called Carmax back and told them what the issue was and they said they'd follow up with the lender on 11/28/2016.

Meantime, I'M still responsible for the car payment and late fee that will negatively affect my credit if it's not resolved ASAP.

You would think Carmax would WANT to get all of this figured out so they could get the title for the car so they could sell it.

But they don't seem to be in any hurry and don't seem to care that I'm still responsible for a car THEY bought almost a month ago. My personal check cleared the bank 2 days after I wrote it so they got a chunk of their money.

I've called them every day. No luck. And everyone seems to be pointing the finger at everyone else.

I've very discouraged to say the least and I will definitely think twice before I ever buy or sell a car to Carmax.

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Anonymous - 277 d 9 h ago

4

Hi Mr. Folliard, I viewed with great interest your current TV COMMERCIAL that included a "CarMax's Leather Engraved 5% Guarantee". As a professional Business Advisor with many contacts, I would like to discuss with you and your associates a very interesting possible alternative which would produce your Guarantee on an affordable Certificate containing Real GOLD. Imagine the positive reaction from CARMAX's current and potential customers to receiving such a valuable GOLD item that will be kept, and remembered it coming from CARMAX.....what extremely positive public relations for your company. Please contact me at Richard Greene Business Advisor (hidden) (hidden)

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Jchavez - 279 d 7 h ago

0

Dear Mr Follard,

I just want to inform you about your carmax manager in Woodbridge location , by the name of Marty . I have a talk with him , expressing how I manage to get the warranty aunthorization over the phone by calling myself less than 3 minute on the phone , after waiting for almost 2 hours total. His respond was that I'm being unprofessional towards him that I should shake his hand first then ask how's his doing ? Seriously ?. I ask him if that's carmax policy or rules for frustrated customer, just want speak to the manager on duty. I have call and tell my story please look into this issue. I fell your management in Woodbridge location . I also question either my car problem is not related to the original problem when I brought my vehicle just a few weeks earlier. I fell the damage on my vehicle now it's somehow done by a previous mechanic that was carelessly in hurry working on my vehicle . This problem it does appear like that a week later after carmax handle it the last time , no way in the world . Or not being notice while it was work on a few weeks ago. Returning to carmax with my vehicle's problem under the extended warranty , this does not excempt me from the $250 co -pay. I refuse to be treated the way your manager spoke to me in his office . And very much I would want my vehicle taking care of and repair accordingly . I purchase this vehicle from carmax in 2009 very expensively , I hate to say I purchase a lemon. Worst of all your ,manager think I need to kiss----- and shake his hand before I can talk to him it's rediclolous . I wish my husband was with me , he probably won't speak to me in that tone. The next time you will read about this in Yelp , Twitter , blog , Facebook . If this particular carmax doesn't change for positive attitude towards their woman customer like myself . Sincerely, Mrs Chavez

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James Lee - 1 y ago

0

I purchased the above referenced car from Carmax in 4/16/16. The salesman at the time advised I purchase the car with VA registration. I had strongly advised him the imminent move planned for month away. My license was shown as MD and therefore the car should have been prepared for MD registration. Fast forward to now, I recently went to Motor Vehicle Administration of Maryland and ended up paying taxes in FULL AMOUNT of 6% of value of the car. The total cost of registration and taxes exceeded over $1800. I would like Carmax to write a letter to Motor Vehicle Administration of Maryland to state I did indeed pay for VA taxes at the time of purchase. Please advise accordingly.

Best,

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Greg - 282 d 12 h ago

3

I would advise calling the customer service # and selecting finance when it comes up in the menu. They should have sent you paperwork and a check made out to Maryland MVR. Of course it'll go by the finance papers you signed. What state is listed and why won't Marryland accept them ? I had to have Carmax redo my finance paerwork several times before I would sign it as they made several mistakes.

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Ford Kenneth - 288 d 1 h ago

3

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For more information about loan funding program kindly visit our Website URL: http://www.fordmortgages.com/

Email: (hidden)

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Phil - 288 d 6 h ago

0

Irvine California location.

We bought our car at the beginning of the month. The Carmax service department has had it longer than we have. 2 times we have taken it in because of issues. The first time we took it to them it was the very next day after we bought it. Check engine light. Said they needed to do a software update to it. Software updates take maybe an hour. They had it 4 days. Only reason we didn't have to wAit longer was because we threatened to return it. Now they have it a second time and it's been almost a week. Waiting on a part that was suppose to be there the day after we dropped it off. 6 days and 3 excuses later they say it will be ready tomorrow. We shall see. All these bad reviews on here lead me to believe that management doesn't care and won't do anything to help. First and last time I'm buying a car from here. In the car business it's just a numbers game. All they care about is making the numbers. Whoever runs this location should be ashamed.

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