Car Max

TRYING GOING ANYWHERE ELSE BUT HERE! When you need their help, they will neglect you.
I don’t even know where to begin with this review, but I will preface by saying that I am extremely disappointed with the service (or lack thereof) I’ve received from CarMax and completely regret my purchase. In July 2015, the car I had for 10 years officially croaked after going through a routine of dying every week and giving me massive headaches. I was so excited to purchase my new pre-​owned, certified 2013 Ford Fiesta from CarMax. I took it for a test-​drive and it drove well, it was clean, and felt brand new. Although the car was practically brand new, the CarMax dealer offered me the extended warranty through CarMax, assuring me that it was a great deal. For an additional $ 1500 my car would be covered under this extended warranty and if anything went wrong with the car, I could bring it in to be repaired right at CarMax. Right around 2 months of owning the car, I left my house and tried to start my car and it wouldn’t start. I tried jumping it and nothing worked. I should mention that this was on a VERY important day for me and I missed an event I was supposed to attend. When I called CarMax, they told me they couldn’t bring my car in for 2 – 3 weeks for repair since they were «backed up» with other vehicles. When I said that was okay, but I would need a rental car in the meantime, they told me that they could not give me a rental car until they diagnosed the problem and determined it was not my fault. However, they would not accept the car for diagnosis for 2 – 3 weeks (which I could not wait) and they would not pay for the tow unless they knew the problem was not my fault. How backwards is that? I asked what they recommend I do and they said to call Ford directly since my car was young enough to be covered under manufacturer warranty. I called Ford and they towed my car to their dealership. When I asked them for a rental car, they said CarMax should cover it since I had their extended warranty. In the meantime, I had no option but to get a rental car at my own expense. After Ford had a diagnosis and let me know that the problem was indeed a mechanical failure and they would be fixing the car as soon as possible, I called CarMax to let them know the problem was not my fault and to ask if they would cover the cost of my rental car. CarMax refused and told me it was Ford’s responsibility. When I called Ford, they told me it was CarMax’s responsibility and that they only cover rental cars for their «luxury vehicle owners.» Ford fixed my car after having it for a week and after calling each company back and forth regarding who would cover the rental car cost, the CarMax manager agreed to cover the rental fee «just this once.» She then told me that if this ever happened again, CarMax would offer me a «loaner» vehicle free-​of-​charge even if my car hadn’t been diagnosed yet and that the CarMax employees I spoke to should have informed me of this during my previous calls.
Four days after picking up my car from Ford, the car would not start again. Again I tried to jumpstart it, but it was an electronic/​engine issue. I had to pay to have my car towed to Ford because CarMax was still 2 – 3 weeks too «backed up» to be able to take me. I called the manager at CarMax because we had only spoken several days earlier and I was sure she would remember our conversation, which she did. While talking to her on the phone, she told me CarMax would not get me a loaner car because I did not go «through them first.» She said the only way I could get a loaner car off the lot was if I had my car towed to CarMax first and then they would tow it to Ford. I told her that made no sense — why would I tow it to CarMax when they have no space or time to look at it rather than just sending it directly to Ford? Even if Ford diagnosed the problem as not being my fault (which again, it was not), they would not give me a loaner car and basically lied to me in their previous promise.
I have never dealt with such a sleazy company that avoids taking any responsibility for their problems and takes ZERO pride in their customer service. They will butter you up a ton to get you off of the lot with one of their «12-​point inspected» overpriced cars (however good the inspection was in my case), but the moment you try and use your warranty, they will find a million excuses to avoid helping you. Buy from anywhere else! Avoid CarMax at all costs! One more thing… CarMax has a deal where if you are unhappy with your car, you can return it in the first 30 days — no questions asked. Unfortunately, my car did not begin having issues soon enough, otherwise I would have returned it in a heartbeat.

First timer to Car Max selling my car. John and Steven were very personal and gave us a great selling experience. Kendra closed us out with efficiency and grace. No complaints whatsoever. I recommend this place for buying or selling. It truly is a simple deal.

Jon Hamm has been such a pleasure to work with! Ill be picking up my suv tomorrow that has everything I want I am def sold for life… anytime I need a new car carmax will be my go to place. I will def be referring friends and family as well. Theres no hassle… super helpful… and honest! I have an infant son which makes going into a car dealership difficult. Carmax has done everything pretty much over the phone and Jon has always stayed on top of everything! Thank you guys for your awesome company! Id give more stars if I could

This was my first time visiting CARMAX in Fairfield, looking for a large SUV and to trade in our minivan. JR was the Associate Sales Rep who helped my husband and I. JR is EXCELLENT in what he does! He is very knowledgable and thorough. JR truly impressed me in how he navigated quickly and accurately through the computer system, as we had him calculate several vehicles to work with our budget. JR is super friendly, patient, and helpful. I highly recommend JR to be your GO-​TO-​GUY at CARMAX in Fairfield!

Amazing experience!! Marie and Daniela were great! I was able to do a trade in for a car with a lot of negative equity. I believe I got a great offer and I love my new vehicle! The whole process was a bit time consuming but well worth it in the end…

I can say the hospitality and the customer service was exceptional. Erieca and Brittnie were very helpful in all of our questions and gave us more than we thought for our vehicle. Overall I would return to do more business with Carmax, I just hope all of the staff is as professional as they were.
The gentleman that did our appraisel was very professional as well. I believe his name was Chris. I absolutely loved their business.

This review is for a recent transaction where I sold a used car to Carmax. From the time that I arrived until the time that I departed with check in hand, only 90 minutes had elapsed.
The staff at Carmax are super-​friendly and extremely helpful. As I left CarMax, I felt that they truly appreciated my business and that they had went out of their way to make the process fast and easy for me.
As a contrast point, the next day I wrote a check for $ 70K to a typical new car dealership. The dealer wasted my time and told me a few lies in the buying process. I could tell this dealer clearly valued their time over my time.
If I were in the market for a slightly used car, I would buy from CarMax. CarMax treats their customers vastly better than any other place that is selling used cars.