CarMax Inc. Customer Service Issues

I received an offer on a car, but when I arrived at the Danvers dealership, the offer was not honored. Despite being approved for a $[redacted] down deposit with ACA, it was later demanded that I pay $[redacted] instead. I had the specific vehicle shipped from Virginia to the Car Max in Danvers, costing me $[redacted]. I also insured the vehicle with Geico for $[redacted] for a month. Unfortunately, I had to leave the dealership without the car because I couldn't afford the increased deposit. I believe the original offer should be upheld, and the initial $[redacted] deposit honored, since I had already been approved online and submitted all required documents before visiting the dealership for a test drive and to finalize the purchase.

I am a Denver, Colorado resident who applied online for credit to purchase a [redacted] MKZ Lincoln from your company. Capital One approved me based on my income, credit score, and a $2,[redacted] down payment. After realizing my credit score dropped due to multiple inquiries, I sought help from Experian. Unfortunately, there was an error in my application's address, requiring a resubmission. Despite concerns about another credit hit, I was assured it wouldn't affect my score within a 30-day window. Surprisingly, I was informed that I could qualify for a higher loan amount based on my actual income from bank records. However, upon reapplying, Capital One demanded a higher down payment of $3,[redacted]. Despite trying to submit my application at my original income level, the down payment requirement remained. This process caused another drop in my credit score, hindering my goal of buying a home with my wife. I am requesting assistance in covering the increased down payment and a tune-up for the car while I focus on repairing my credit score promptly. Our plan to purchase a home by June is now jeopardized, and urgent action is needed.

Yesterday, I brought in a vehicle I purchased a month ago. I was told any issues would work themselves out, but unfortunately, it's worse today. The service department is closed, and I fear breaking down alone. I wanted to leave my car for repair and get a loaner, but no one assisted me. They just mentioned my Max Care coverage if I have an emergency. I feel stranded and disappointed as a repeat customer. I don't want to wait until I break down before getting help. It's frustrating to be in this situation.

I have encountered numerous issues while trying to resolve a payment discrepancy. When I traded in my [redacted] Elantra for a [redacted] Honda Accord Sport at CarMax on 5/13/21, the payoff amount to Ally specified in my contract was not accurate. Despite Ally confirming they did not receive the agreed-upon amount, CarMax only initiated the payoff after five days. I have been attempting to rectify this situation for several weeks now, seeking either a revised contract with correct figures or a refund of the difference in payoffs. Unfortunately, my efforts to address this with the dealership, including escalating my concerns to various authorities and returning to the dealership, have been fruitless. Feeling frustrated and exhausted by the lack of assistance, I am now considering legal options.

Hello, my name is Michelle B. I recently bought a vehicle from your dealership, and it has been a terrible experience. I hydroplaned twice on the freeway, and the car is not safe or reliable. When I tried to return it, the manager was extremely rude, refused to take it back, and walked away. I have also lost my job and won't be able to make any payments. I've been trying to contact you because my payment is due on August 7th. Please let me know when I can return the car. Thank you. You can reach me at +[redacted]3. Please respond as soon as possible. Sent from Yahoo Mail for iPhone.

I recently purchased a [redacted] Ford Escape SEL at Knoxville Carmax on 08/17/21. The sales associate assured me that there was no rust on the vehicle, especially since it originally came from Virginia. Despite my repeated inquiries, I was told multiple times that the car was free of rust. However, upon inspection at an auto shop, it was found that the rear shocks were rusted and needed replacement. When I contacted CarMax, the manager refused to address the issue. I am disappointed with the lack of integrity in their service and the fact that the sales associate misled me. The manager suggested I return the vehicle within the 30-day timeframe to choose a different one, but I am concerned about their commitment to their word. I expect CarMax to honor their promise and replace the rusted shocks as initially stated. My experience with CarMax has not been satisfactory, and I hope they will rectify this situation promptly.

I want to express my gratitude to Natalie Pauls at the Lancaster, Pennsylvania Carmax location. I arranged to receive a car from the King of Prussia branch and encountered significant delays and communication issues. Despite the challenges, Natalie went above and beyond to assist me in acquiring the vehicle, ensuring that I left satisfied with my purchase. Her professionalism and dedication were truly impressive. I thoroughly enjoyed my experience with Natalie and Carmax and will definitely be returning as a repeat customer. Natalie certainly deserves recognition and accolades for her exceptional customer service. Thank you, William V. York, Pennsylvania

My name is Helen Stonebraker. On 10/22, my car got repossessed even though I was told I had until 10/28 to make the payment, which is also stated on my statement. On 10/22, when I called, I got transferred and then disconnected. Since then, I've been calling daily, sending emails, and hitting a dead-end. The system prompts me to leave a message, but the mailbox is full, or to hold, which leads me back to the same message after multiple tries. I've never experienced this before, and the situation is beyond frustrating!

My grandmother gifted my sister a car, which unfortunately got repossessed. Now, my grandmother would like to sell it back to Carmax to have the vehicle removed from her name. We have already discussed all the details with a representative last week. Currently, we are attempting to contact someone to determine the car's location and arrange payment for the past due balance. Grandmother: Nita N. Sister: Emilee P.

My grandmother purchased a car for my sister which was repossessed. She is now trying to locate the vehicle's current location to settle the past due balance and sell it back to CarMax to remove it from her name. We discussed all the necessary details with a representative last week but have been struggling to get a response regarding the vehicle's whereabouts.

I apologize for the frustration I am experiencing. I have been having difficulty obtaining my payment history and purchase contract. I have been sent back and forth between different departments, and I am unsure where to find this information. I lost all my paperwork in a fire, and now I am desperate to retrieve my purchase contract and payment history. I may have to seek assistance from other organizations such as the Better Business Bureau, Consumer Affairs, and possibly the IRS to help me with this matter. My name is A. B. and I am looking for information regarding my [redacted] Ford Focus that was paid off in full in [redacted] or [redacted]. Unfortunately, my documents were lost in a fire in [redacted].

I ordered a vehicle from a different location and paid the fee to have it delivered to my local dealership due to my disability. The vehicle didn't arrive, so I had to travel to LAX. Despite being told to arrive by 8:30 pm, there was no staff to assist us. As a bedridden wheelchair user, I don't expect special treatment, but my Carmax experience has been disappointing with rude interactions. Additionally, I couldn't pick up the car because my fiancé, the only driver, needed to be added to the finance agreement due to insurance. After resolving document issues, I called for an Xpress pickup but was informed the vehicle had been sold. Despite multiple attempts to address these problems, I haven't received proper assistance or callbacks promised. I just want a supervisor/manager to contact me promptly to resolve this and move forward with my new vehicle.

I bought my Dodge Ram truck from CarMax along with 2 years of MaxCare. I was promised that any issues would be covered by MaxCare and I would have a rental car while repairs were being done. Unfortunately, I've experienced problems with the steering column and other issues since getting the truck. The parts needed for repair are on back order, and it could take up to 45 days to arrive. Despite this, MaxCare will only cover a rental car for 11 days, leaving me without transportation for my severely disabled son for the remaining time. I am in the process of buying a home and cannot afford to pay for a rental car out of pocket. I need assistance quickly as I cannot be without a car for an extended period. Please help me as soon as possible. My name is Angelina M. and you can reach me at [redacted]. Thank you for your attention.

I recently bought a [redacted] Jeep Cherokee Sport from Carmax, making a down payment of over $10,[redacted] with a cashier's check from my bank on 4/18/23. The car had issues like a loose sway bar and a faulty, worn-out, leaking oil filter. Within the 30-day money-back window, I returned the car to Carmax on 4/28/23. They issued me a bank draft check for the down payment amount. However, the check was returned as "Referred To Maker" the day before it was supposed to clear. Frustrated, I spoke with a Customer Specialist at Carmax, who mentioned contacting their Corporate Financial Institution via email to resolve the matter. Despite my concerns about the communication method, I received no immediate solution. A second check, issued by Carmax, is now held in my bank until May 10th. Carmax's delays and lack of clarity in handling the refund are extremely disappointing and distressing. I hope to resolve this unsettling situation promptly.

I had a disappointing experience with Car Max in Lithia Springs. I had a [redacted] Toyota Sequoia shipped to the store on 7/28/24, which took several weeks. When I finally test drove it, I found some issues and notified the salesperson Leroy about dings on the windshield, broken emergency brake, brakes needing adjustment, a rip in the driver's seat leather, and a scratch on the passenger seat that injured my passenger. Despite Leroy's suggestion to buy the vehicle first and discuss repairs later, I have not been contacted for two weeks until I called and spoke to the manager, Faith, who promised to get back to me in a few days but hasn't after five days. On 8/18/23, I went to the store after being told the repairs were done, but only the brakes were fixed. On 8/22/23, I found the vehicle back on the sale lot without the other repairs. I've been dealing with this for almost three months, and I am disappointed in Car Max's customer service. I hope they address the issues promptly and consider compensating me for the inconvenience to restore my faith in their customer service standards.

I purchased an extended warranty, and despite being told it would cost $[redacted], they charged me $[redacted], and the service was never provided. I locked my keys in the car, and when I called for help, they couldn't assist me. I called three times, and each time they asked for my information but couldn't provide any details I had given. I'm frustrated and just want my money refunded. Please advise on how I can get a refund.

I am trying to reach someone in the finance office. Yesterday, I was assisted by Amy and Emily, who provided me with an envelope to overnight an original copy of a death certificate. Although I initially gave them a copy, I realized I needed to order a new one, which I did this morning through the mortuary. I am attempting to inform them that there will be a delay in me sending the new certificate. I have been on hold for an extended period without any luck in speaking to a representative.

I recently ordered a [redacted] Mercedes GLC [redacted] from Carmax Gilbert, paying $[redacted].00 for delivery. Upon viewing the vehicle, I was disappointed it was among a lot of [redacted] cars instead of being placed separately. Most upsetting is finding a serious dent on the SUV that was not shown in the online pictures prior to delivery. The salesperson mentioned uncertainty about repairing the dent. Additionally, I noticed other external issues possibly from damage during transport or at the Gilbert store. A major concern is Carmax only reporting vehicle servicing up to [redacted], denying my request to see records from the past 2-3 years. This lack of transparency feels like fraud, especially after spending money on delivery for a flawed vehicle. This situation is unacceptable.