I originally went to the Carmax in Gastonia which was near my house. They didn't have alot of selection of Honda cars that I wanted. I had also made arrangements to meet with a sales associate on Tuesday and when I showed up at Carmax GASTONIA they told me that Curtis the sales associate was not there even though we had talked last week and set up an appointment to meet that day. I complained to the sales supervisor and he had someone to help me but the guy was more like a rookie and didn't really know how to sale cars. I know they are smaller but the customer service should have been better. If Curtis knew he was not going to be there on Tuesday his day off then he should of called me to reschedule for another day. I never heard back from Curtis even though I called him to find out about what happened with our appointment. I decided to drive across town from Gastonia to Independence blvd in Charlotte NC to find a better car and I did.. I spoke with Eric At Carmax Dealership on Independence blvd and he was friendly and gave me a test drive. I traded in my old Honda accord for a new Honda accord EX. I had a wonderful experience and got the car I liked. The business office at Carmax was wonderful and faxed all paperwork to my credit union. read more

My first time at Carmax, I bought a vehicle. They assured me the car was in great condition and had been through a thorough inspection. Got home and realized the spare key did not work and also there was a prominent humming noise when I hit 55mph. I called and they said to bring it back, but the fist available appointment was 2 weeks later. Two weeks later(which was today) I waited for 3 hours for them to tell me the vehicle needed new tires... and they couldn't fix my spare key. They said to come back tomorrow to get another set of tires and said to go to another dealership in town and ask them to fix my spare key. Not what I wanted to do after already waiting 3 hours at one car dealership. I just think they should have done better and got it right the first time. read more

Horrible. My parents took in a 2004 Lincoln LS . Yes, the transmission was going, but they had just put new tires on it. The list price was anywhere between $2000 and $4000 dollars. They traded it in for $200! My father is almost 80 years ok, I have elderly parents, I think they were completely taken advantage of. I was so upset, but what was done was done. I will NEVER buy a car here or send anyone to this establishment. I will make it my mission to tell everyone how horrible they are to senior citizens! read more

DO NOT BUY A CAR HERE THEY SELL LEMONS. I WOULDN'T EVEN GIVE ONE STAR. My bf and I both bought cars here last year and already we have both spent about $1700 on repairs so far (who needs to buy a brand new clutch in less than a year from a car that is from a "no worries" dealership??) i got my car (honda civic) towed to carmax yesterday because it wouldn't start they tried charging me $170 in just diagnostics test. Then they called me and said it was the starter and that they had already replaced it with a new one. They did NOT tell me how much the parts and labor were going to be OR even gave me a chance to with hold service and go somewhere else. I get up to Carmax and low and behold they want to CHARGE $371 TO REPLACE THE STARTER... REALLY?!? to replace a honda civic 2007 starter they CHARGED $157 FOR THE STARTER PART (OMG theyre $90 at autozone really?) and $214 FOR LABOR!!!! It probably took them a half hour to do it! So F**K you carmax me and my bf both wish we never bought cars there. I didn't even have the chance to shop anywhere else they fixed it before i could do anything. My mom has had the same car bought at a honda dealership 2003 has never had to get the starter fixed and has had minor upkeep expenses. WE WILL NEVER SHOP WITH YOU AGAIN, AND WE TELL EVERYONE WE KNOW TO NOT SHOP AT CARMAX. YOU'RE BETTER OFF FLUSHING MONEY DOWN THE TOILET. and if you do, check the tires before because i have to buy 4 new ones for my car already....only had the car a year folks...very minimum driving i work 8 mins away from my house. read more

My wife and I bought a BMW convertible yesterday from this CARMAX. When we originally test drove the vehicle it had a warning about the ABS brakes. CARMAX said they would fix the issue. In doing so, the mechanic in their shop rushed the job and failed to properly secure the brake caliper to the car. While driving home at speeds of 70 miles per hour the caliper at some point came off and was held only by the brake hose. Somehow, by the grace of God,it did not tangle in the wheel and rip off the car. Had that occurred we would have lost brakes all together. This company failed to do their job and placed my families lives in danger and others around us that could have also been injured. When we returned the next day in a different car, we had the BMW towed, the manager said "I'm sorry but accidents do happen". I don't want to be one of their accidents. I will not be buying a car from them and I would be cautious if you do. So disappointed. read more

Worst car buying experience in my life. In the 25 years that I've been buying and trading in vehicles, I have never encountered a group of more incompetent, uncaring, unsympathetic, and unknowledgeable people as I have with the folks in the business office at Carmax store on Independence Boulevard. No one wanted to take responsibility of the situation, and see it resolved. Everyone was just passing the buck to another individual. They indicated I needed to speak to a gentleman by the name of Carl, but he was never there in the four times I had to go back to the store to try to get my issue resolved. They said they will give him the message for him to reach out to me, but he never did. With the number of alternatives available to purchase vehicles from, I would wholeheartedly encourage everybody reading this message to consider purchasing from another store rather than CarMax. I know they have lost me as a customer forever and all my friends and family are aware of the situation and will stay away from them as well. Two months after purchase, my issue remains unresolved and I challenge someone, anyone from Carmax to reach out to me to try to resolve my issue. read more

I had the best experience at the carmax off Independance. The sales associate really listened to my needs on what I wanted in a car and the price. She exceeded my expectations and found the perfect car for me in my price range. She made the process fun and easy. read more

The customer service before hand was excellent. The salesperson got me in my dream car & was so nice & helpful...but after the fact...the service went down hill. Two weeks after driving off the lot with my pretty black Jeep Renegade , the oil light came on. Okay. Fine. Contacted CarMax they said you can go to any place get your oil change, bring us back the receipt & we'll reimburse you. Three weeks after dropping off receipt, contact the Don in car service...still getting the runaway. Next I get a letter in the mail stating I now need to pay $240 in property, because when the sales tax I paid when I paid my down payment wasn't included . Needless to say, it was a lot of information that was missed or not given to me completely when original financing the car. Not to say I wouldn't recommend CarMax but just take heed & ask lot of questions because like most car dealerships they are a little vague when it comes to details. FYI...love my Jeep read more

Just purchased our fourth car from Todd and Stu at Carmax! Great people with a great service program! This is the only spot we'll ever even look for cars! read more

I hope to expose, the fraudulent and deceptive practices of this CarMax. I have been personally wronged, and they have a track record of ambiguous smoke and hypnotizing mirrors. In my case, they found a way to avoid fulfilling my warranty agreement in order to lock me into another car loan. As someone who is well aware of the dynamics of our society, I am not surprised that people would try to take advantage of consumers who fit into my demographic profile; However, I refuse to allow my unassuming physical appearance to be the reason I am decieved. As with most dealerships, the process, when purchasing the vehicle my boyfriend and I share, was straightforward and as pleasant as possible. Little did I know, it would turn into one of the more regretful mistakes I've made in my adult life. Shortly after the snow our area received the winter of 2016, I noticed my vehicle would overheat when stopped at stoplights sometimes. I initially took my vehicle to a Pep Boys that quoted major repairs, even replacing the engine. I then took the car to CarMax (of course my boyfriend purchased their extended bumper-to-bumper service plan when he first bought the vehicle) to check it out. I was told that I only needed to replace my radiator and thermostat, which I was happy to hear. Normally those part replacements are covered under the maintenance plan I purchased, however, on this particular day, I got the "cross contamination voids your bumper to bumper warranty" hogwash, whatever that means. I forked out nearly $1100 to replace what was recommended but the problem was never completely fixed. The car started to overheat occasionally, then eventually it was at every light, then it was overheating if the car was on at all. In May I brought the car back to CarMax for the issue to be resolved again. Again I was told to replace the radiator. After expressing that it was just replaced in February, I was told that the new radiator was no longer under warranty because I somehow drove THIRTY THOUSAND MILES between February and May, which voided the parts and labor warranty of 6,000 miles or 6 months. After realizing how absurd they sounded, they admitted to accidentally putting the mileage in wrong (which I believe was a part of their scam) and agreed to once again replace the radiator without an additional cost. Upon picking the car up, I asked what other repairs needed to be made and got a generic "It depends on how long you want it to last", to which I responded " At least as long as I am making payments on it". Donnell White, the mechanic I spoke with, assured that it would last a while without major repairs. Much to the contrary, I was only able to drive the car two stop lights down Independence before seeing the familiar light that reminded me that all was not well. The car started to overheat and I lost acceleration. I dropped the car back off the next day and anticipated a solution to this never ending problem. After the very convincing Mr. White called to let me know he had saved the day and I could pick up the vehicle, I was met at CarMax with a much different story. Donnell recommended that I trade my car in because all hope was lost; the repairs exceeded the value of the vehicle and the bumper -to-bumper warranty had expired. The issue has been consistent, not changing in nature, so if my vehicle was properly diagnosed in February the problem would have fallen under my bumper-to-bumper warranty and I would have a working vehicle. Now that the warranty has expired, Mr. White has started to suggest another vehicle. Oh Mr. White, you were confident that my car functioned properly in February, why the change of heart? I have spoken with the Service center Manager in hopes of a solution, but I was met with nothing but an empty promise to call (It's been about 4 weeks). I called the corporate office for CarMax and was met again with nothing but an empty promise to get a call back. DO NOT BUY HERE! DO NOT SELL HERE! DO NOT LET THEM TOUCH YOUR CAR!!! read more

Stu is the best! He is knowledgeable, honest and extremely helpful! Purchased 3 cars through CarMax. Easy and painless.

My dad bought a car at Carmax (mistake #1) and a service plan (mistake #2). He had to wait 2 weeks for an appointment! Because he didn't know what the damage could be, he didn't drive the car during those 2 weeks. Carmax took the vehicle to Liberty Buick GMC Truck and it was there for 10 days because "they couldn't figure out the noise". The staff at Liberty was unprofessional; you never hang up on a customer!! Charlotte is a place where you depend on a vehicle; to go over 3 weeks without a car is not easy! You may want to ask Carmax how the service plan works before you purchase a car here... read more

Carmax is a great place to look for a used vehicle. I discovered the need for a commuter car as my drive to and from work exceeded 120 miles per day. My first step was downloading the Carmax App, this allowed me to browse all of the available cars at different locations and it also allows you to search by certain requirements (MPG, color, features, etc...). Before moving forward I decided to make a visit to my local Carmax to actually sit in and view multiple cars on the lot. This allows you to be sure of which style/type of vehicle you want. I was greeted at the front door by a sales consultant by the name of Donte. Donte was amazing through the entire process (more on that later). Once you enter a Carmax the experience is really based on individual needs, they ask probing questions in order to discover your actual needs and wants this also allows them to direct you to the correct area of the lot (most lots are huge). As with any used car dealership, Carmax purchases cars from various sources (auctions and trade-ins mostly) in this line up you have people who have taken care of their vehicle and you also have people that may have been negligent when it comes to care. The 125 point inspection weeds out most issues caused by negligent prior owners- but not all. Although Carmax built the platform they have on transparency and honesty things may still happen. You still MUST be educated on the car you are purchasing and what you are looking for. Working in the automotive business I can spot when cars have had previous repairs and paint work. And yes, I saw multiple cars on various used car dealership lots that had this- including Carmax. You must understand though that these are used vehicles. Just because a vehicle has been in an accident does not mean that it is a bad vehicle (especially if the repairs completed are repaired properly). Working for a auto body repair company I can tell you that we personally have seen NEW cars that are still in the dealer possession come in for repairs because accidents do happen. With Carmax, you do get a 5 day return policy and a 30 day warranty that covers most all the components on the vehicle. You also have the choice to purchase MaxCare their extended service plan which can be added to your financing. They can be pushy to sell MaxCare as with anything the company profits from this. It truly is a smart investment- especially if you are looking at a used luxury vehicle. The positive about MaxCare is that if you do purchase it, and discover within a few months that you truly regret paying the additional amount for it you can remove it and receive a prorated amount back (I purchased it because I had personally never owned the brand of car I purchased and wanted reassurance). The entire process from the credit application to the signing of the final paperwork is painless. They went over and beyond with helping me out with my personal situation (traveling 120+ miles) to insure the best possible outcome. I am truly thankful for that. Overall, the car buying experience at Carmax has been amazing, ultimately anyone who shops there still needs to be educated on the purchase and do research. But for a hassle free quick buying experience Carmax is the place to go. read more

Today my husband and I went to Carmax on Independence Blvd to test drive a Jeep. We were greeted by a female sales associate ( I don't remember her name it may have been Vicki, just the fact that she worked there 3 years) and made it clear to her that we wanted to look at one of the Jeeps that they had in the lot and were were not going to purchase today but would in two weeks. Her entire demeanor to us at that point changed. You can tell she didn't want to bothered with us. The test drive was awful. She sat in the back seat the entire time with her face in her phone, could barely be bothered answering any questions that we asked. We we asked a question, we got a distracted two word answer. My husband and I switched places so I could also test it out. Again, he asked simple questions and was met with rude acknowledgement from her. So we got back to the parking lot and she asked if we wanted to look around. She dropped us off in the Jeep corner of the lot and went to return the car to the spot that it belonged in. She said let her know. If we saw anything else. We thought she was coming back. Apparently not, as she went back into the office assuming to find a sale today. So after 15 minutes of waiting for her we walked the lot and we found a car that we liked better than the one we drove. Approximately 15 minutes later she happen to come back via her golf cart. We asked if we could test drive the Jeep Grand Cherokee Overland and she said NO, that they only allow you to test drive a car IF we were going to buy! I told her that's fine, never mind. I walked away and she tried backtracking to my husband that it may not ride the same and she didn't want us to be disappointed, etc. etc. my husband joined me a few minutes later as we returned to the showroom with her behind us. We never stopped to get her business card because we no longer have any interest in purchasing a car there. She was rude. We will make our cash purchases elsewhere! read more

Matt, their Service Manager, is top notch. I had a problem with a service done on my MDX but talked with Matt about what happened and he made good on the CarMax commitment to quality service. Problem fixed, happy customer! Thanks, Matt, I truly appreciate the help! read more

If I could leave zero stars I would. Do not take your car here for service. I brought my car in to have the air-conditioner repaired. After 3 visits, the problem was not fixed. I had to wait a week between each visit to get my car back in for service (after it not being fixed in the first place). You would think that if they didn't fix it the first time, they would get the vehicle back in promptly to make things right. Not the case. In addition, there was no follow-through, phones calls went unreturned and my car was NEVER repaired. On the third visit when I went to retrieve my car, it had not been moved from the spot where I had dropped it off for an 8am appointment. It was 4:45. No apology. No nothing. This is by far the worst customer service I have ever experienced. Btw. Monroe Nissan got my car in the next day. The repair was diagnosed and completed within 2 hours and I received multiple updates. I even got a phone call the next day. Car Max needs to take some lessons from Monroe Nissan in how to treat customers. read more

Nightmare!! Purchase a car in Nov 07 with the extended service contract, 4000 miles latter the engine is making a knocking sound, Carmax looked at it for 7 days then told me to bring it to the dealer. Carmax, the dealer and I notified the service contract co for authorization of repairs and invited them to come hear the noise, the declined the invite but approved the the repairs. Upon dissasembly of the engine, the was scoring on the crankshaft, rod bearings, and clyinder walls, and the engine would have to be rebuilt, but because we cant be sure which part was making the noise, they will not pay for any repairs, so I am stuck with paying for a rebuilt engine and the disassembling of the old one!! What did I do wrong as a consumer? This car got by Carmax's QC and even the service contract co. knows IT!! Never buy extended contracts and BEWARE of CarMax, they DO NOT check their cars out like they say they do!!! read more