Terrible experience. We paid to transfer a car and then waited and waited. Finally they told us it would take 30 days to be able to see it. Staff was clueless over the two week period that we called trying to determine what the log jam was and unconcerned that they tied us up. I wonder what other ways they would / could bumble. I'd advise you strongly not to buy a car from any Carmax ! read more

Carmax Austin North sold me a vehicle that will not pass the Texas state inspection because of the window tint. 2 different Carmax locations passed the vehicle with the tint before selling it to me. They are now refusing to fix their mistake and replace 2 windows of tint, and also making up a handful of excuses as to why it happened. As a consumer I will now have to waste time and money getting the car repaired to even make it legal. This is poor business practice. Don't shop here. read more

I bought a Honda CRV 2019 from them around 5/10/23 I had to take it back bc the airbag light & the brake sensor light was on. They had the car from 5/18-6/15 telling me that they had to order a new seat. I received calls daily with updates. At one point I was told you can come pick it up its ready, the light is still on but we have to wait for our electrician to come and calibrate it, but he won't be in until the following Tues. I refused. A couple of days later I received another call saying the car was ready. When I asked about if the electrician fixed it I was told again "its safe to drive" I declined to pick it up again. When I got the car back 1 week later I had to take it back bc of the same thing! They had it for another week and the light came on again after getting it back. At this point I said I'm taking it to the Honda dealer to get fixed properly. I can't even make this long story short, but I'm going to cut the corner. Honda now has it to address all the things Carmax didn't. Why did Honda say the seat was NEVER replaced and that it is not a new seat! They also told me driving with that airbag light on is considered a emergency and they do not recommend driving. When I told this to the service manager, he just looked at me, no words. This location SUCKS!!! There needs to be a negative rating bc a 1star is still too good for them! read more

Not much frustrates me more than a business that wastes my time. GF and I made an appointment for them to look at her car at 7:30. Arrived at 7:25 and they told us it would be 5-10 minutes. It's now 8:10, and I'm still sitting here waiting for them to look at the car. Why bother making appointments if you're not going to keep them? Or alternatively, set up a system that alerts people it the schedule is thrown off and things are getting backed up. But forcing customers to sit around and wait all evening is a crap business practice. read more

Sold me a car with damage they didn't disclose and told me basically too bad I did get them to replace 2 of the 4 bad tires :/

My wife and I were looking specifically for a Subaru Outback. We'd had good experiences with CarMax so that was our first stop. We were greeted by "sales manager" Bob- oh sure- all of our Subaru's are on row "D". Not, "Oh, let me check our inventory" or "May I offer you a ride?", just oh yeah, row "D". Not only were there no Outbacks, there were no Subaru's, period- and we looked at every car on rows A, B, C AND D. When we got back to the office, I walked up to Bob and thanked him for the wild goose chase. "Oh, but you said you wanted to walk the lot to see what was available." Nope, not what I said. And he never once apologized or said that he might have been mistaken. He insisted on blaming us instead. CarMax North Austin has lost a loyal customer. read more

The worst customer service I've ever experienced went in on a Monday waited about 3 hrs and no one ever came up to talk me went on Tuesday next day had an Appointment set up for 7:00 pm and they didn't attend us at all until we went to complain they didn't care and told us "you can wait 20 more min " after I been waiting for 2 hrs . read more

Brought my car in to be appraised and their offer was $2000-$2500 lower than the other 2 dealers I went to the same day. I heard CarMax was fair but guess not. Also they could not explain how they came to the lowball offer - the appraiser and the sales associate are disconnected, so the associate was not able to answer any questions. Also the appraisal took way too long - over 45 minutes - even though the place was not busy at all. The associate, Justin, was very nice though. That was the only positive read more

I bought a camry from them it was white color abd it was very bright outside so I couldn't see that the car has hail damage. So I returned the car and they told I'll get my down payment back within 10 days I've been waiting over 45 days now and they told me to wait another 2 weeks this is the worst car dealer I've ever been in in my whole life I wouldn't recommend any one to go there at all If there is a -stars i would give y'all -100 read more

I've tried to buy a car from them for 10 or so years, and always the dealer's prices were much better. This time CarMax was. I couldn't have been happier with the salesmen, Jay. Warranties are what CarMax is really selling. Before Jay even brought them up, I told him I wasn't interested, and he never brought it up. The problem came with Express Pickup. It took me 1 hour and 20 minutes past by scheduled pick up time. They were prepared for an e-signing not a paper-signing. I don't know who dropped the ball, but Jason picked it up. He was always respectful even when I was irritated. He acted as quickly as he could and he seemed genuinely concerned that I be satisfied. So why only 2-stars? I don't like the business model. CarMax is a machine for selling quality used cars. You enter their system and you go at their pace. For example, if I wanted to speak to a salesman when I first walked in to get my car appraised, that would be a two hour wait. I made an appointment for the next day and that was on time. Still, you get handed off from the guy who intakes your car for appraisal, to salesman, to business office. In an ordinary dealership, you will have a salesman, who usually knows everything about the make and model of your car and cars like them. Sure he is selling you, but he feels a responsibility to and for you. This is lacking at CarMax. Jay and Jason had that old school attitude, but CarMax's business model limits them to their part in the sale. read more

I worked at Carmax for almost 6 years in sales, so naturally when it came time for my mom to trade in her car, it made sense did her to do it there. She called to have a car transferred, completed her finance app, got an appraisal done online and submitted her documents online. Easy right? Sure. Except she didn't have a sales consultant to walk her through the process or answer her questions. When she got to the store for her appointment she had to wait hours to see someone and then took forever to do anything. They waited until 10:00 to verify her stipulations and gave her the run around. I asked to speak to the manager who refused to take responsibility for the inefficiencies at the store level. Carmax used to be a great place to work and to buy a car buy I would never recommend it at this point. Go buy elsewhere. You'll have the same crappy experience but you'll pay less. read more

This place has terrible customer service. Been given the run around since last year about my plates which are still not ready. Been hung up on twice. Avoid like the plague. read more

Do not buy a Car Max car! We purchased a van for our expanding family while 9 months pregnant. The sales person Richard was kind and the process seemed quick and easy. I should have known it was too simple to be honest. We knew the van needed a realignment at the time of purchase and were told it would be done before pick up. FIRST RED FLAG: It was not fixed. Within a week of purchase, the headrest fell apart and the passenger window collapsed into the door. 100+ degree heat and we don't have a window. We were given a repair date a week later. We had to park the car in our garage so it wouldn't get stolen. 2nd RED FLAG: When our repair date arrived, we dropped it off and they have had it for 2 weeks! Another week might be necessary while they wait for the headrest part. More excuses. I am due any day now and we will have been paying for car we haven't used for most of a month. Unacceptable! We drove the car for a week before it started to fall apart. Don't trust this company. They claimed their service department was understaffed but it's likely that they sell problematic cars and don't have the capacity to service. We thought paying higher than the KBB for the vehicle would ensure that we were getting CarMax quality but I was wrong. read more

I bought a Shelby at the Garland, TX location 3 weeks ago and found a problem 2 days ago. The front valance fell and was scraping the pavement. I took it to the Ford house near me and was told it had been abused and needed to be replaced as it had holes from melting due to driving high speeds in pavement and scraping. I know CarMax didn't know it was this bad since they don't normally put their cars up on blocks and inspect the underside. So I called the service manager at Garland who is 3 hours from my house and was told I could go to a closer location to my home. Got here today to this north Austin location and asked for Alex the service manager. To my surprise- he said- we will order the part from Ford and get it replaced for you at no charge. Yayyy! The are even taking it off temporarily as it is being held on with duct tape to keep from scraping bottom. Super nice people here. Impressed with CarMax in general and this location in particular. read more

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If you're a female, really study and know vehicles or have a male go with you. Also record yourself telling them the problems you're having so they can't go back and say they weren't aware of the problem, or gas light you and recommend rescheduling and have to pay another $141 for another diagnostic because apparently there is a diagnostic for electrical and another diagnostic to look at clutch. You're better off researching honest mechanics and going to them for future car troubles. You also can't get your vehicle looked at for at least two months. I come in to have my car looked at. I specifically told Allen Schwartz and a young man named Dallas (seemed like he was a new employee in training) that 1. something is wrong with the clutch - there have been times that when I pressed down on it, it would jam and wouldn't go down. 2 - there's a screeching sound when I turned on the car, 3 - the car when idle- shakes and had turned off twice. I'm told that there needs to be a battery change. I was shocked because I was expecting to hear more about the clutch. They didn't check the clutch. Allen and Dallas didn't list that as one of the concerns even though I told them about the problems with the clutch - so the technicians didn't check it out - I find this out by talking to a man named Dawson - I think he was one of the techs. Dawson tells me he needs to talk to Allen to discuss what they'll do as far as further costs for diagnostic and scheduling another appointment. I'm told that I'll have to reschedule another diagnostic and I will also be charged for that as well, because that concern was NOT listed and that is now a different concern - even though I told them about it this morning. I ask Allen if there's some sort of list that lists the different diagnostics and what problems fall under what diagnostics as well as prices and he says no. He also says that the clutch issue wasn't listed as if he never heard me - straight gaslighting or maybe he really didn't pay attention and hear that part, I tell him I did mention and he says to me, as if I'm stupid, "Listen, I'm not going to argue with you, it's not productive" at that point I realize it's not getting anywhere, I'm being ripped off and walk away. He then says, "thank you" as I'm walking out the door in a very unprofessional rude manner. Now I did mutter "f-u a-hole" after he said "thank you" in a condescending tone because I feel like they were deceptive and rude adding further injury to insult. They should be up front and inform that those are two different diagnostics rather than being deceptive, playing word games going in circles and being condescending. This makes me think if he talks to people like that, who knows how many more people they've ripped off before. Crooks. Update: My clutch became stuck to floor two days ago and MaxCare doesn't cover anything. I talked to corporate and they didn't promise anything, just said vague things like, "If you tow the car to our service center, we can talk to management and see what we could possibly work out, worst case is you can always tow it back home if you decide not to receive services" - people don't have time to waste money that way. I recommend people don't buy that MaxCare because it just about covers nothing - no basic routine, nor clutch related problems. Canceling that today and have been online looking for mechanics. read more

My salesman Jaime was AMAZING. Business center, not so much! I got my own financing and it still took over 3 hours to get the paperwork ready for me to sign. Many employees sitting in the back and only two actually working with the customers to sign paperwork. I have been here since 1 today it is now 715 and I'm still sitting here waiting to sign!!!! If you have nothing to do ALL DAY and want endless bottles of water, then this place is perfect for you. read more

Only thing good about carmax is the offer. They are sllloooooowwwwwww as hell. Only one guy I talked to tried to do something but everyone in the business office. Wow!! Slow as hell. read more

Allen Schwartz took care of me like a CHAMP! Cannot recommend him more highly ... I came in with an unusual problem with my car (it started without a key!) and not only did he believe me but he worked with WV to help fix and cover the costs to repair my vehicle. Proabably one of the best customer service experiences I have ever had during a service repair. Two thumbs up!!! read more

Made me waist my time, told them to have rental car ready and I waited there for 1hr and was still not ready they ended up telling my there system was down and I was not going to be able to take the rental car after communicating with them since 8am and they still couldn't have it ready in time read more

We wanted to sell one of our cars, which was a 2018 model with about 25,000 miles. I heard CarMax was a good place to sell vehicles so I went to their website and submitted all of my car's details and my contact information. I also scheduled an appointment for a few days later. Fast forward to the appointment and this is what I experienced when I walked in the door: Carmax employee #1: What can we do for you? Me: I have an appointment to sell my car. Employee #1: Do you have an I.C.O.? Me: I don't know what that is. Employee #1: Oh, it's an instant cash offer. Me: I don't think so. I submitted my information on your website and I have an offer code, but I don't think it's an instant cash offer. Employee #1: Let me see what you have. [I show him the email on my phone.] Yes, you have an instant cash offer. Go over there to the business office and they can help you. [I walk to the business office and wait in line for 10 minutes.] Employee #2: Yes? Me: I was told to come over here because I have an instant cash offer. Employee #2: Can I have your offer code? Let me find you in our system. Okay, I found you. Can I have your car key? Me: Here you go. I have my title, too, if you need that. Employee #2: Not yet. Give us about 20 minutes to appraise your vehicle. [I wait for about 45 minutes and then go back to the desk.] Me: I'm just checking on the status of my sale. Employee #3: Let me see where it is. [She steps away from the desk for several minutes and then comes back.] The appraisal is done, but there's something wrong with how your vehicle was put into the system and they're trying to fix that. Give us a little more time. Me: Okay, thanks. [20 minutes later] Me: Hi. I'm just checking on the status of my sale. Employee #4: Let me find out what's going on. [He steps away from the desk for several minutes.] Your appraisal is done. Here is the printout. Any questions? Me: Okay, thanks. Can I have my key? I need to get back to work. At this point, I've waited about 90 minutes even though I had an "instant cash offer" so I take the printout and I walk out because I have a job and I can't spend my entire day at CarMax. I told this story to a coworker and he tells me there are two other dealerships near CarMax that offer $500 and $750 over CarMax's offer. I call one of them and I go there the next day to sell my car. I bring the title with me and I'm literally in and out in 15 minutes with a check for the promised amount, which was $500 higher than CarMax's offer. THE BOTTOM LINE: Forget CarMax. They're so disorganized and nobody takes ownership of your transaction. It would've been so much better if there was one person assigned to my deal, but I talked to a different person each time I had a question and nobody knew what was going on with my vehicle. And the worst part was that nobody seemed to care. I can imagine how long it would've taken to complete all the paperwork and how frustrating it would've been if I had decided to sell my car to them. It was a very disappointing and time-consuming experience for a company that ONLY buys and sells cars. read more

CarMax is not a reputable used car dealership based on my experience with them. I bought a two year old car from them one year ago and Carmax provided the TX safety inspection. However, now a year later when I went to renew the safety inspection I found out that my window tinting did not pass. When Iattempted to reach someone after I was told the car didn't pass safety inspection it took me several attempts to get to speak to a live person at Carmax. It struck me that the woman in service that I spoke to didn't seem surprised at all--as if this is a routine occurance (and illegal! ) The woman at Carmax that I finally spoke to (in service) who wouldn't give me her name said they would pay for the tinting, which of course they should. However it requires me to spend several hours of my own time to have the windows retented. Carmax passed the car knowing that the tinting didn't meet Texas safety requirements, which is illegal and a safety violation. I was disappointed to discover that CarMax is not a reputable dealer and I intend to discourage everyone I know from buying a car there. I certainly will never return. read more

Amazing experience with everyone at this CarMax location. Mr F, who helped me pre qualify on the phone and Mr A who completed my sale were concerned about me, honest, and efficient. The sales manager and the rep who helped me sign everything were also amazing. Because of a death of a spouse, my credit was rock bottom. Carmax first worked out a reasonable budget and then worked with appropriate lenders to find me a deal. I first worked with another austin dealership; I felt that they were just trying to get a sale and weren't interested in getting me into a car and loan that fit my needs and budget. read more

Bought a car with ease. On the way home I got a flat tire and the breaks started making crazy noises. They sent a tow and I waited 2 1/2 hours for it and then got back to the location and they were closed. They said they were going to fix the tire and then found things wrong with the breaks and the something else as well. After nearly 2 weeks they said they were going to have to send it to the Nissan dealership and that process could take weeks or even months. I asked for a full return since it was a lemon. They said they could expedite the return payment but that it would still be at least 7 days. Carmax is trash. read more

Carmax employee refuses to respond to my request to send me my written appraisal. He made promises about my trade that Carmax could not keep. This caused me to miss out on a vehicle I was ready to purchase. read more

Very discussed with Carnac after my mother took her very exspensive Cadillac in for warranty repair they did not fix. The o2 sensor is throw a code still I climbed under the car they did not replace it and come to find out it set in the same spot in the parking lot for 2 solid months while they were telling my mother it was not ready to be picked up. The day she picked it up th the check engine light was off,before she could make it home it was back on. All car max mechanic did wAs plug there scanner tool in and clear the code after she waited 2months to get her car back and to top it off they left the car sitting under a tree where her beautiful paint was ruin by loads oof bird crap and they didn't even bother washing before pick up, It was a pathetic site when I know how hard my mother worked as a single parent to raise me and my twin brother, she is the sweetest lady in the world and she was sadly mistreated and disrespected by Carnac employees and manager. And if you have any doubt about this review please scroll to bottom and havve a look at the video of manager telling my mOm to have detailed out of her pocket and then brang them a receipt,which is a waste of her Time and fuel.... PLEASE BEWARE OF THE CARMAX LOCATED AT THE CORNER OF S IH35 and Howard on Austin tx I HOPE THIS REVIEW WILL HELP PEOPLE SEE HOW CRAPPY CARMAX IS TO A SWEET OLDER LADY... WHEN YOU SEE YOU MOTHER COME TO TEARS OVER SOMETHING SHE HAS SPENT 25 years working as a postal employee doing without a nice vehicle to take care of her kids it's a horrible feeling... read more

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Carmax initially gave me the best offer on my 2017 Ford Escape. Eventually, the Ford dealer where I bought the car gave me a slightly higher offer, so I thought that I would show Carmax their offer to see if Carmax would meet (or beat) it. Then I found out that Carmax doesn't negotiate with sellers after they receive the Carmax offer. It does say that on their website if you look through their FAQs. The selling process was good. The process of taking the car into their service center was not explained to me well. The person at the business office said I was supposed to take the car to the service center for their final inspection, but he didn't explain that I was supposed to park the car in the service center lane, lock the car, and then go back into the business office until my name was called to finalize the paperwork. I eventually figured out what to do after asking some questions to some Carmax employees after driving the car to the service center. read more

If you are looking to buy a used car, do not go to Carmax. Their service and reliability has dramatically decreased over the years and they are no longer a reputable dealership. Long story short: I purchased a car there for $16,500 and six weeks later it began to fall apart. I took it into a local and trustworthy repair place and they told me the engine was completely shot and I would need to pay up to $5,000 to replace it. They told me that most of the damage happened long before I purchased the car. DO NOT buy a car there if you wish to buy a used car that will last you longer than six weeks. I could have purchased a more reliable car off Craigslist for half the price. Full story (with all the details): I purchased a 2012 GMC Terrain at the North Austin location on April 20th, 2018. The car had 67,646 miles on it. Six weeks later (and 1500 miles) my car started to shake every time I came to a complete stop. I was concerned my brakes were acting up, so I immediately took my car to get it checked. The auto shop called me a day later to tell me that my engine was completely corroded. They said my car had been running on low oil for such a long period of time that my engine had irreversible damage and needed to be replaced ASAP. They unequivocally said my engine was completely destroyed and it could not be fixed. Side note: I took my car to Klingemann Car Care in South Austin. I have been going there since I started driving eight years ago. (My parents have been going there for much longer.) As a young woman, I have always felt like a valued and competent customer there. They always treat me with dignity and respect. I trust their opinions and have never been steered wrong by them. So when I heard what they were saying, I immediately knew without a doubt that Carmax had sold me a bad car with a bad engine. Klingemann's told me that there was no way I could have possibly caused that level of damage. If carmax had just checked the oil, they would have discovered the same thing before selling me the car. The auto shop was also concerned that throughout the whole process (since purchasing the car) my check engine and check oil lights NEVER came on. I was driving around in a car that could have completely stalled without any warning. At this point, I wasn't sure what to do. I did not purchase the Carmax warranty because I did not think I would have to make a $5,000 purchase for my car within the next several years (let alone weeks). I was fine with paying upfront for other types of costs that go along with a car with 67000 miles on it...but definitely not the engine! The following link describes the car I purchased in case you want to learn more about it. https://cars.usnews.com/cars-trucks/gmc/terrain/2012 Luckily I live close to my parents and they are helping me to negotiate with Carmax (we are currently fighting with them to buy back the car). We called Carmax to tell them what Klingemann's discovered and carmax payed to have the car towed to their location to check it out for themselves (we initially thought this was a good sign). We were told they would call us the next day. Well, they didn't call. We had to call them. Carmax told me that my engine was totally fine and that my timing belt just needed to be replaced. We told them again what Klingemann's told us and they flat out refuted it. They also told us that I should have made sure to change the oil more often! (Now, this is the kind of condescending behavior that I find inexcusable. I'm well aware how often oil needs to be changed in a car and driving 1500 miles does not warrant an oil change. Do not treat me like a child.) We called Klingemann's again to see what they had to say about the timing belt. They told us that, yes, the timing belt was completely corroded (and causing my car to shake) but that will not fix the problem. They told us that they would not get behind the wheel of that car unless it had a completely new engine. I definitely would not be safe driving that car without the $5000 engine investment. So this is what we are doing with our lives right now. We are calling Carmax every day trying to reach someone who will actually TALK to us rather than repeat the same five sentences over and over again. We told them NOT to fix the car unless they want to pay for it and keep it. Carmax is refusing to listen to us and ordered the parts anyway so they can "fix" the timing belt and shove it back our way. They are just trying to silence us. So for the time being, I don't have a car (despite still paying my monthly car payment). I'm just trying to get them to own up for their mistakes and take the car back, but I have a feeling this is going to be a long fight. UPDATE: I hired Ryan Lione of Fowler Law firm in Austin, TX and he sent them a demand letter. Carmax responded within the week and bought back the car for what I paid for it. I'm happy it's over, but mad it took $750 worth of lawyer fees to make them do the right thing. read more

went to carmax as a first time buyer and they completely ruined the experience. purchased a car and the next day the check engine light comes on for 7 DIFFERENT CODES. The vehicle should not have been on the lot, go to get into another vehicle and it has problems as well. no updates on either vehicles and was told from the sales manager that we wouldn't have to make first payment due to the issues we were having immediately after buying it. only to be told 2 days before due date that we have to pay it. carmax is bullshit DO NOT BUY FROM THEM read more

The employee named Zaldy at the 13300 N I-35 service road location is one of the most disrespectful and unprofessional people I've ever met. I had to come back after buying my car from their location, because they didn't fill it up with gas, wash, or detail it before I drove it off the lot. So when I returned, I spoke with Zaldy, and he cracked jokes, didn't take me seriously, and was making racially insensitive comments about a black female employee's hair in front of me. He said "yeah the sales guy probably parked it in a dark area so you couldn't see the dents and stuff huh?" Not funny. He did end up scheduling me an appointment to come back the next week, so those problems could be addressed. My appointment was at 1, and I pulled into the service building at 12:45. My car sat in the drive for OVER AN HOUR. When I picked my car up, it was after 4 o'clock, and all they had done was full it up with gas, and fix the dents in the door (but did a crap job). My appointment was for them to fix the scratched rims, the dents in the door, detail the inside, and fix a small dent in the windshield. All they got done was the dents, and putting gas in my car, because my car sat there for OVER AN HOUR when I had an appointment. What the hell was going on that whole time?? I also sat in the waiting room for a long time with no updates. So I went to the service desk to get an update myself. Again I spoke with Zaldy who said "oh yeah your car won't be ready for a couple days." I said "a couple days? I didn't know this was a multi day appointment. I was told it would be done today." He then says "I don't know man it takes like 3 hours to get a oil change around here." And him and his buddies around him start laughing. He then starts saying things under his breath to his coworkers and the last thing I heard was "I don't know man like this is ridiculous!" And walks outside. The nice girl at another desk looked at me with kind of wide eyes and says "I'm so sorry ma'am." I said "no don't apologize for him. He's so disrespectful!" So not only does this locations service department suck, they keep people like Zaldy employed. Will never be coming back or recommending this location to ANYONE. Not worth the wasted time and blatant unnecessary disrespect. Despite having a terrible experience with Zaldy and the incompetence of the people who let my car sit in the drive for over an hour, my salesman Christopher was a complete sweetheart and a genuine person. KEEP HIM AROUND. As for Zaldy, I really hope he's let go. His customer service skills are horrid. read more

I believe I have purchased 5 vehicles from Carmax North. The last was October of 2017 year. I have held off on writing a review to seriously ponder the events that took place that led to me writing my very first public review of ANY business ever. The final car they sold me will be mine and my family of 5's last vehicle from them. They sold me a vehicle that has issues staying on the road and rattling badly. They would not let me test drive it on the highway for "liability reasons" and thus the car only ran at 65 MPH. The issues begin at 70 MPH and I discovered this on my way home. After months of the service center manager telling me to "bring it in" promising to fix it, keeping it sometimes over a month, and then returning it to me "fixed", it would pull off the road and rattle harshly on the ride home from their shop each time. I asked them to please take it back. It was defective and they should not have sold it to me. At that point they tried to charge me money for the time I had it. Although I had a loaner vehicle and they had my car in their shop a majority of the time. My conclusion is that Carmax has done me and my family a great favor. I am glad this happened because since that time we have purchased 2 more vehicles NOT from Carmax. We found it has saved us around $2000 per car up front and their interest rates have been better than Carmax auto financial. Don't be afraid to "haggle" with another dealership. It may save you in the long run. read more

Buying a car during the pandemic was not my plan but I've been sharing a car with my husband the past 5 years and I have the CarMax app and was always just looking only at all the different cars and prices.I was browsing and came across what to me is is my dream car and they have stopped making it this year so I decided to make the leap and try to get it,I put in a request to have it transferred from Tennessee to Texas the transfer fee was $500 but you have to apply first and get approved before they will transfer The car for you which we applied for the car and got approved and then I paid for transfer.It took about 10dats for the car to be transferred.Which was fine.My advice to anyone is to go into dealership in your area to pick out your car even if it's online and do everything in person.The reason is if you call because it's during the Covid pandemic they route you to a call center in Arizona and I'm not going to go into specifics but that was an utter nightmare and after a whole week of going through hell with the call center and uploading a ton of documents and always dealing with someone different through email I finally requested to speak to a supervisor.I was about to just drive to store and do everything in person.While almost giving up after we had already been approved before car shipped I got a call finally from the dealership manager! Thank God he called because I was so upset.He actually took over and got me in touch with Julio at CarMax and what a world of difference at the dealership,we had to put a sizable down payment due to the pandemic and leinholders requesting more down but I was not willing to lose the car I had put money towards and waited for.Julio was amazing and reassured us everything would be ok.When buying a car from CarMax I will never do anything online again.Just go in and they will take care of you.I finally got my car and it feels like a dream.I love my car! It's clean and beautiful and I opted for the 75,000 mile warranty called care max.Im happy now it's all over.We will go back to get another car someday but in person. read more

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My wife took our 2005 Chrysler Town & Country Touring Signature van in for a Trade-In quote. The car checked out good on every measure they listed on the quote report. Their quote was for $4,000. kbb.com, usaa.com, and edmunds.com all ranged from $6,500 - $8,000 for a Trade-In. The Trade-In quote was insulting. It wasn't even close to what the car was worth. Stay away unless you like wasting thousands of dollars. read more

I was there a few weeks ago and has no desire ever to go back! Take your car else where! And I only went there because I need it to know what the value of my vehicle was. It was a Friday morning and The gentleman with the high and tie and glasses with the "oh my wife name it's maria too" was a bit rude, out of place and over sharing his personal opinions ( hey mister keep those ugly comments to yourself) when he asked me why did I wanted to know the value of it? I was straight forward honest to the point and explained my situation, on his response was "well, you have trusting issues" excuse you! Did I ask you about what do you think, no? So Why would you say something like that to a potential client? In all my years of retail/client service you would never ever say anything so negative! I didn't engage with his ignorant comment. If you want good service go elsewhere! read more

These people don't care about you unless you're right in front of your face so don't be fooled lol. I'm in the process of buying a 2019 jetta and was supposed to be getting one out on hold for me to come look at. I called back the next day to confirm my appointment and the car she "put on hold" for me got sold. and then the person just hung up on me after he told me that it was no longer available. I wish I would've caught the names of the two most unhelpful people ever. still haven't heard anything back from anybody and they all have my contact information. Avoiding using carmax from now on. read more

I am appalled at the business dealings I experienced at the Austin CarMax. I have shopped at CarMax in the past, but never again. The business office waited until everything is finalized and I'm writing a check to come back with a lower trade in amount than initially agreed upon. Very shady business practices to wait until financing is approved to then try to lower my trade in value. CarMax lost out on 30k purchase by trying to haggle me out of a 1k difference. I will make sure I tell anyone considering purchasing at CarMax to shop elsewhere. read more

I bought a car 3 months ago thru CarMax autofinancing. 2 weeks ago i had a accident and my insurance company has stated car as total loss. They gave me 2 option, to keep the vehicle and to pay CarMax value of car before accident - salvage value = 3221$ Or they want pay to carmax 4500$+ and they keep the vehicle. I choosed the option 1. But talking with CarMax about a option to use that check of 3221$ to repair the car, they told me that if i want to keep the vehicle i have to pay 7000$+ (remaining balance of the lease) When i asked them where is that stated in the contract, that they are allowed to request full amount in upfront if i have any damages on car, they put me on hold for 1h30min and transfered me over 2 departments in that time. At the end i was talking with "supervisor" and she "explained me" that it is stated in their internal policy which is not available on their website neither do in my contract/paperwork that i got from them. She said that i never signed and never was awared of that, and i dont need to sign something like that but i cannot get access to my car if i dont pay 7000+$ in upfront. Now i have to hire the lawyer and to go on court with this company while my car is not in my possession and im still paying monthly rate for car and for insurance. Im using my car to work for UberEATS, DoorDash , PostMate. I cannot work , and i have to pay car in one week! Again, i never was awared that they are allowed to request payment in upfront remaining balance if i have ANY damages on the car, even if that is a total loss (i have already ordered parts to make car drive able) I NEVER SIGNED SOMETHING AS THAT, I NEVER WOULD! These information are not available ANYWHERE on the date 20. February 2020. ! I dont know how that can be legal ! Im considering this as heavy fraud ! ontracts about buying a car are long, but there is NEITHER THE ONE section talking about that they have law right to do this. I dont understand why they acted as this in my situation because i would keep paying my monthly rate and after my lease is over, title of the car would be mine as the car ofc. So it is not really matter for them in what condition car would be. But i cannot accept that there is some "INTERNAL POLICY" where customer is not awared of anything what is in there and it is affecting the whole contract that i have signed with them. Why we are signing the contract anyway ?? when they can write whatever they want in their "INTERNAL POLICY" read more

CarMax - As you can see, this is part of the contract. Never mentioned anything about total loss or damages - Used Car Dealers Near Me - Austin, Texas

Bought a car from Austin car max the process is very nice and easy.. it's a big place that can be very busy but the staff still managed to make me feel like they were there for me read more

I enjoyed talking to the call center agent. She setup a buyer's order--everything for the sale all worked out--and scheduled a test drive of a beautiful Audi A3. I was ready to buy the car if it drove well. But when I arrived at the North Austin dealer, they wouldn't let me test drive. My driver's license expired about a month before and the DOT in Texas sent me a letter stating that, due to Covid-19, my license would continue to be valid until April, 2021. I presented that letter with my license but a sales manager, Phillip, cited a policy that I could buy but not test drive the car without a renewed license. Though the DOT letter states plainly that my license is still legally valid, Carmax doesn't accept that guidance. I could buy and return the car within 7 days--as they offer on Carvana--but I couldn't test drive it before buying it. I was angry. But I liked the car and still wanted it. So I texted the very helpful call center agent who had started the process. She called the Austin location--talked to Phillip, apparently--and presented me with two options: 1) bring someone with me who has a non-expired license; 2) make an appointment with DOT to renew my license and present proof of the appointment when I return. So I scheduled with DOT; took a couple of minutes. And just to be sure, the call center agent double-checked the arrangement by calling the Austin dealer again. Yes, she was told; I could come at 7:15pm with that extra document and do the test drive. OK; despite the unnecessary hassle, I decided to go back. All good, right? Only in retrospect did I realize the call center agent must have talked to a different manager when she called to double-check for me. When I arrived, I found myself listening to Phillip tell me that a DOT letter and proof of the renewal appointment didn't satisfy their policy. I'm not at my best my I'm pissed off. After venting outrage at being jerked around, I managed to work it out with Phillip that the call agent must have talked to a different sales manager to confirm that I could test drive the car. Phillip went to look for that person as I waited outside. I left after 15 minutes of standing there without any update. Apparently, the two of them couldn't quickly get their policy clear between them. I haven't received any further communication. I was put in a ridiculous position trying to buy their car. I had bought one at that same location a few years ago; the contrast between the two experiences is extreme. I hopped on Carvana the following day. Within an hour, I found a similar car (a little better, in fact) and went through all the steps online to trade-in my current car, buy the new one with a 7 day trial period, and schedule the car to be delivered to me at home. It arrives on Saturday. Best of all: I got much more for my trade with Carvana than Carmax offered, and I paid considerably less for the new car. With Carmax, the services provided by their on-site sales staff raise your out-the-door price; and in that case you should expect excellent customer service. Only highly competent people can deliver that. With Carvana, you get great customer service when you need it--via chat or over the phone; but with savvy internet self-service, you can go a long way without it, and ultimately get a better deal. I did, at least. read more

Using my girlfriend's account. Not the kind of guy that would typically take the time to review, but I'm just that disappointed. Today was a very dissatisfying experience at the dealership I've spoken so highly of. I was looking at getting a new truck, a repeat customer in search of a good deal. I walked in, made eye contact contact and was dismissed. I even waved and nodded at the guy. I walked the entire length of the lot. Slowly. Still no one came. Made my way back onto the sales floor, people walked past me and not one person asked if I needed help. It was around the 2:30 hour, I'm guessing the after lunch feeling got the entire staff. So disgusted that a business that depends on customer service would suck so bad at it. Not sure I'll return. Will definitely reconsider recommending them in the future. read more

how are they delivering vehicles or doing purchase over the phone I found this on Facebook