If I could put no stars I would! Kristen was annoying, pushy and looked so unprofessional. Made us walk the lot just to inform us she didn't know where the car was. I WOULD NEVER BUY A CAR HERE! read more

Love Angel !!!! He is very helpful and honest that's what I love . I sold two cars to carmax and bought one from them. Never had any complaints. I would recommend carmax to anyone that have doubts . read more

Disappointed with my overall experience here. I booked an appointment online (actually two, because I made one for an appraisal, and one for a test drive). Due to the COVID nonsense they performed a "touchless" appraisal, and in the mean time the car that I reserved to test drive was never brought up despite the fact that I mentioned it at check in, and to the sales guy. It wasn't until the appraisal was complete that they finally went and fetched the car. (Which took more than five minutes.) The car I test drove was pretty filthy. The exterior had clearly not been washed in some time, and because it was in the 90s today the A/C barely took the edge off by time it got to me. So the first half of the drive was rather uncomfortable. They also gave me a pretty low offer on my car. Well under HALF of what I paid just 18 months prior. Of course, I don't expect retail cost on a trade in, but give me a break. read more

Dont go with Angel to help you. He reserved the car I was going to purchase and had me get the financing in the bank and everything, just to call me a day before I was picking the car up to tell me that it had been reserved by someone else out of state and the car was gone. Very unprofessional on their part for playing with my time and money. read more

Finally decided to get a new car after having my old one for 10 years. I will admit that my first hour here was quite unpleasant because I was put on a wait list since the store was short staffed and after waiting for 30 min, got a call from a rep that said he would meet me in the lot but still didn't come after another 25 minutes. Hastily, I went inside looking for someone and that's when I met the superb sales rep JERRY QUOCH. He was already on his way home but saw that I was in need of help and decided to stay and help me anyways. He was informative, knowledgeable, and friendly, and everything a good sales rep should be. Highly recommend you go to JERRY if you are looking to get a new car here. Also, my parents and I were looking after my 2 year old nephew too and Jerry was very considerate when we had to pull away to attend to my nephew (even gave him a coloring book + a toy to keep him occupied). read more

Recently walked in to purchase a new vehicle and while test driving it, I found that there was a defect in the car. The issue was handled by the sales associate and a couple days later I was told the problem was resolved. Test drove the car again, the issue was still present. The car was assessed and it was confirmed that the issue was still present. By this time, I was promised the car would be ready in a couple days, so I sold my vehicle and now I am car less and the car has been in the shop for three weeks, which means I have been without a vehicle for three weeks. I have purchased ALL my vehicles at Carmax and this is by far the worst experience I have had with them. I don't understand how several mechanics can't figure out an issue!!! Stay away and buy a new car versus a pre owned read more

I came into the store really confused and overwhelmed searching for a car. Roger was extremely helpful throughout the whole process and made things less stressful for me. I really appreciate him for patiently taking the time to help me and answer all the questions I had. 10/10 experience! read more

My review is strictly for the customer service I received after returning a car and purchasing a new one. If you go to this location ask for Roger Medal, he will go above and beyond to help you. His communication and willingness to help get things resolved was exceptional. read more

This review is regarding intent to SELL my car. This turned out to be a bait and switch tactic to chisel down the online offer. I started by filling out the online offer request, which has a number of thorough questions. The offer looked reasonable based on my research of Kelley Blue Book trade-in value, so I made an appointment. When I arrived my car was taken for inspection while I waited. I had to ASK to accompany the Polo shirt-uniformed staff member out to my car so I could point out $1000+ newer extras I had put on the car. I don't think he cared about considering that. Just there to drive my car away. Carmax seems to keep you at arm's length from the people appraising your car while it is "inspected" out of your sight. Now comes the absurd part: The same staff person showed up 20 minutes later and handed me the revised offer for $1600 LESS than the original offer. I asked why, because I had disclosed EVERYTHING in the online form, including that the hood had been repaired due to having someone back into my parked car. They apparently had to come up with something to justify a huge drop in the offer. In this case they said it was "emitting smoke" from the exhaust. Really? How convenient to come up with something I can't disprove in a parking lot. A) there was certainly no visible smoke and B) if present and not visible, how did it pass the SMOG CHECK? They also pointed out "hood repainted" which, as I mentioned earlier, I had revealed myself online before getting the first quote. The attitude from that point on was like they were doing me a big favor. So I drove from there to a small local car buying location I had noticed a few weeks earlier called BIDLANE. Friendly, low key, not pretentious, and they inspect your car within sight of you. I left BIDLANE satisfied with a check for 36% HIGHER than the Carmax offer, as well as feeling like I was treated respectfully, unlike at Carmax. My takeaway is that Carmax has a lot of overhead, what with those tidy matching polo shirts and shiny big lobby. They also sell the cars themselves, so I guess they want to play games with the car sellers to shamelessly under value their offers as much as they can and dupe customers who are trusting to be treated fairly. Well, I didn't pay for your polo shirts that day! Thank you for reading. I hope this helps you make an informed decision. PS: Carmax earned the one star for having a very clean bathroom. read more

I just paid for an Uber so I could pick up my car from the Carmax service shop. Spent an hour here. They did not have my keys and paper work . They are having me come back in the morning . This is after I was told by Christine to come pick up my car from billing and was given a total due. Now I will have to pay for another Uber and come tomorrow when it opens . They could not even get access to the service dept. Following day Manny did improve my experience and got my vehicle ASAP and gave me a fair service price. read more

Been here a few times usually decent service. This time waited 20 minutes to get help after check in (not a big deal) however there was like 10 employees sitting and talking to each other. Again not a big deal but frustrating to get no help while employees are goofing off around as well as I have limited time to having a young daughter. read more

As a first time car buyer, I was nervous and scared and honestly had little to no idea what I was doing. However, I was extremely satisfied with the service at this carmax. Victor is the epitome of what good customer service should look like. He made sure I understood every step and process of buying my vehicle and set everything up as smooth as possible. Thank you Carmax and thank you especially to Victor for your amazing service :) If you're ever looking into getting a car, ask for Victor! read more

Good customer service. We visited in Dec 2021. Be prepared to wait standing for an hour depending on the amount of customers cuing for the appraisal and for the business office line. Pricing offer since pandemic is very good. Fair market value honored if you have good condition car. Make sure you bring all necessary docs before you go. Arrive early and bring snacks and water because you will stay there almost 10 hours to complete your business. Courteous service. read more

I haven't had any business with this carmax, but my fiancée had a good experience with this place and David Ramos was very kind and helpful. I however had an unfavorable one with just one phone call. I recently appraised my car online just to see what carmax would offer. After a week, someone called me twice back to back before I picked up. The phone call went like this Me: hello? Carmax woman: is it an f-150? Me: what? Carmax woman: is it an f-150? Me: who is this? Carmax woman: carmax. Me: umm I'm not interested. (Very confused) Carmax woman: hangs up. I'm still very confused/angry at what just happened. I checked the number to make sure it was carmax and it did come back to this carmax. read more

I had a smooth experience selling my truck to CarMax. I can't complain. The only thing I can say is my truck was sold to CarMax with third-party GPS installed by Toyota of Glendora to deter theft. CarMax didn't know what to do with that information and neither did the CarMax they shipped it to. I called that CarMax too and hung up after 30 min. on hold. To this day, I know where my sold truck is traveling and located using the app, lol? read more

These guys......the best experience i had was with Mr.Eric here in Duarte, He walked Me through two visits to test drive two cars, I bought the second one this morning!!!! I've been looking for the right car in the right price range (not easy in this day and age) for nine months. serious looking the last two. I tried Shift and Vroom, but the best web results and then face to face customer service came from this team in Duarte! Just to be snarky, i visited the dealership off the 5 in Burbank for a test drive and walked out before i ever saw the car it was such a bad experience! Eric and Carmax in Duarte...the TOPS! read more

Should have checked their review before I went. I had an appointment. Apprasil took over an hour. I decided to sell the car. The line was another 1.5 hours. Really? I thought people come to Carmax to save time and get a fair deal. It took time to get a fair deal. In addition, it takes even more time to redeem the deal. It's no longer a deal anymore. Talked to their manager Trish. They farmed out the entire appraisal work to a back office. They had the paper work done by another team that had a huge backlog. Don't come here unless you have a lot of time to burn. read more

Every time we come in here. There's alway no pressure to buy or sell. The have a system in place that is pretty efficient and the price that they give you is pretty fair. Definitely a good place to bring to sell your vehicles. read more

I have sold three different cars to Carmax. The process is quick, there's no pressure and you get a fair price (comprable to KBB value). I have not purchased a car from CarMax. read more

Purchased my car with damaged front bumper from carmax. They did apologize and fixed is for free, but as you can see from photos attached. This is not how paint job suppose to look like on any car! Weeks from purchase. This is after I was told that car was in no prior accident. Now I am told that it my responsibility to fix this. Thanks a lot service department and paint shop. read more

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I wish I could give zero stars! First of all, BEWARE THIS PEOPLE TAKE ADVANTAGE Of THE YOUNG, NAIVE, and first time car Buyers!!! They got my lil brother but what goes around will come right back to the crap head that literally robbed my lil brother! How can they even be allowed to impose 28% on a 2015 Hyundai? If my brother had bad credit I'd understand but unfortunately my brother didn't have credit hadn't even started building his credit and was desperate for a car since he needed to work! But he went to this thieves and he was unknowingly robbed! He wasn't even explained of the interest rate! SAVE YOUR TIME AND MONEY ESPECIALLY OUR YOUNG GENERATION AND STAY AWAY FROM CARMAX! read more

CarMax in Duarte is absolutely negligent in every possible way. Where do I begin? I purchased my vehicle the day after Thanksgiving in 2019. It was dark and rainy, so I couldn't see any damage to the vehicle. I didn't drive the car for a few days due to bad weather. One morning, I get up to go to work and see a huge, deeply ingrained scratch on the passenger door. Initially, I thought someone scratched my car. I took the car to a paint and body shop. The owner surveyed my vehicle and found several blemishes/scratches that had been painted over with the wrong color. He said the paint must have washed off, revealing the damage. He did the best job he could buffing out the scratch, but he said it was too deep. Less than two weeks later, I started having brake issues, I took the car in for repair under the 30-day warranty. In April 2020, the brake issues returned along with the alternator going out. I was referred to a partner mechanic because CarMax was closed during COVID. Several months later I began having more issues. I took the car to CarMax, who sent me back to the mechanic because they put a faulty alternator in my vehicle. Next, both control arms and an axel was broken/worn. In January, the car began misfiring causing the engine to shutdown. In addition, they had to replace the throttle body and found the other axel was damaged. CarMax made five attempts to fix the misfire issue before sending it to Nissan Duarte. Nissan signed off that the car was fixed. Before I made it home, the engine began shutting down again, for which I have videos. In addition, the car was returned to me with a scratch and broken taillight. I have photos that I took of my car in January with neither. Supposedly, CarMax "waived" the fees associated with these repairs. Read below. In California, a vehicle is presumed to be a "lemon" by the Song-Beverly Consumer Warranty Act if, within 18 months of the vehicle's delivery to the buyer (or 18,000 miles on the odometer): 2 attempts or more have been made by the manufacturer to repair a warranty problem that could result in death or serious injury. The manufacturer has attempted to repair the same warranty problem at least 4 times. The car has been out of service for 30 days or more for repair to warranty problems. Problems to the vehicle are not the result of abuse by the owner. If your car qualifies as a lemon, the manufacturer has the responsibility of either: Replacing your vehicle. Refunding you for the vehicle's purchase price. I sent certified letters to the Corporate Headquarters and Duarte. My letters have yet to be addressed. Lastly, when I signed into the app to pay my bill, I noticed my account balance had increased by over $1000. Now I know where the service repair bill went. When I reviewed my statements, CarMax erased my first payment off of my account, which reflects that I began paying in February 2020 versus January like my contract states. CarMax Duarte is shady and negligent. DO NOT purchase a vehicle from this store. You'll be better off going to a regular dealer and getting a brand new car. read more

CarMax - Damage to my vehicle after CarMax repairs. - Used Car Dealers Near Me - Duarte, California

It was my first time at CarMax ever and I just came in to get a quote on my car since I am planning on selling my vehicle and purchasing another one. So of course when you walk in they have signs telling you to wear your mask, ok fair enough I get it, when you are dealing with people within six feet or closer. So the two gentlemen at the front desk were nice and told me to have a seat and someone would be with me in a few minutes. I sat down by the front door. Within a few minutes Jason, hereinafter referred to as "Maskhole," comes up to me to collect my information and keys. He shows me the waiting area which was really big and spacious. The chairs separated by more than six feet. There was no one sitting in the waiting area within 30 feet all the way around me. There was one lady on the complete opposite end of the waiting area which was about 30 feet away. So I take my mask off to get oxygen (like we are supposed to breath) while NO ONE is even close to me. Keep in mind I am keeping to myself sitting in a chair just on my phone. Also keep in mind I have done this at 3 different dealerships and multiple other businesses within the last two months and NO ONE bothered me because it's common sense that I am NOT near anyone. I am respectful and courteous so I will wear one if I am within six feet of someone. So back to the story, Maskhole takes the time to walk all the way over to me to tell me to put on my mask. I said "no one is within six feet of me and I am far away from everyone." Maskhole responds by telling me "you can sit outside if you aren't going to wear a mask." So I am writing this review to let you know CarMax that I am NOT going to support ANY business that is going to pull this mask bs that lacks common sense. I was planning on selling my car and purchasing another vehicle today but I WILL NOT support this bs! You may want to check in with Maskhole because he lost you my business forever! Also you may want to check what country you are doing business in. We are in America. As an American I have the right to shop in any Private business that I want to because private businesses are defined by the government as a "Public Accommodation"; and a Public Accommodation is required to serve the public without discrimination. Under 42 U.S. Code section 12181 - Definitions (7) Public Accommodation (E) a bakery, grocery store, clothing store, hardware store, shopping center, or other sales or rental establishment; read more

CarMax - Used Car Dealers Near Me - Duarte, California

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Bought car here it broke down a year later. Took my car in Sunday didn't get a call until Tuesday, it's now Wednesday I pay for all the extra fees in case of an emergency I'm now having an emergency and receiving now no help. Buy anywhere else don't come here!! read more

Selling the car was a good & easy, BUT SLOW experience and I wish I could give it 5 stars. More about that later... The problem was having to wait indoors in a waiting room with other customers who were not wearing their masks over their noses. My age and medical condition make Covid a BIG DANGER to me. The online ad said the whole sale could happen in an hour, but it took three, the last two sitting in the waiting room because they already took the car. Yes, I did have an appointment. IF YOU ARE OLDER, OR HAVE MEDICAL CONDITIONS, CALL AHEAD AND ASK TO BE GIVEN A SAFE PLACE TO WAIT AND TO DO YOUR TRANSACTIONS, BECAUSE THE WAITING ROOM AND BUSINESS OFFICE DON'T MEET THAT DESCRIPTION. IF YOU ARE OLDER, OR HAVE MEDICAL CONDITIONS, CALL AHEAD AND ASK FOR A SAFE PLACE TO WAIT AND TO DO YOUR TRANSACTIONS, BECAUSE THE WAITING ROOM AND BUSINESS OFFICE DON'T MEET THAT DESCRIPTION. The online appraisal was halfway between the trade-in value and the street price, enough to make it worth it for me to forgo cleaning the car, advertising it, collecting the money, going with the buyer to the DMV and all the other rigamarole of selling on the street. The in-store appraisal came out just the same as the online. Everyone was courteous, helpful, and seemed to know their job. They got me a Lyft car home when I was done. I would do it again, except I would be more prepared before I went, expecting that they would accomodate me. read more

The business office is very unorganized and not enough employees helping customers. The lines are long!! There are no signs to direct customers where to go for payments, purchase of cars etc. the lady that helped us was very dry and not customer friendly. Not a happy customer. read more

Bought a Honda back in June of 2023 my car suddenly stopped working one month later (battery issue) so I called CarMax and they towed my car for free and replaced the battery no problem. Three months later, it left me on the side of the freeway. CarMax informed me I was 10 days past the warranty and the best they can do is call a tow for me. But I would have to pay for the tow and they will do a free check of the car but I will have to pay for any damages. I declined and went to a mechanic who found a huge whole in the back of the engine. He removed it and replaced the entire engine and since then no issues. But he did inform me that there was no way they did a 360 inspection. So IF you buy a car from here please take it to a mechanic to check it out immediately or you will be screwed over. I'm out 2000$. You have 3 days I believe to return the car completely. I am finally writing a review after having the car for a year and other than that the car is fine now. But please take it to your mechanic or you will lose thousands. Lesson learned, have a great day! read more

THIS IS SPECIFIC TO SELLING THEM YOUR CAR 1- Price was acceptable via their online appraisal. 2- Prior to going, called and was told it was a 45 minute wait (it ended up being over 5 hours to conclude) and was akin to the DMV (she was not kidding) 3- They slow walked the entire process ensuring that you couldn't deposit your check same day. The minute 5pm hit suddenly they were ready to pay out. (which comes in the form of a Bank Draft) 4- Was told by 4 different CarMax employees, including the one that checked me out, the check, upon deposit could be available same day or next day. 5- Banking with a major national bank, upon deposit, was told CarMax's hold was for 3 days. NOT THE BANK'S HOLD, but CARMAX. The vehicle has NO lien holders, NO loan to payoff, vehicle had less than 5K miles on it and is in showroom condition. Completely clear title. This all leads to the fact that they are floating checks in the hopes of selling the vehicle to cover the check. Furthermore, in the State of CA, a verbal statement in a business transaction is a contract. Spoke with the supposed Duarte CarMaX manager there, Michelle Ramirez, who stated there was nothing she would do, regardless. My next steps are to contact the State's Attorney General for fraud. (for those who might consider this process, you get an online appraisal, you then drive over, you are met by a greeter who takes your online appraisal and your keys, you then stand in line for hours waiting for 1 of 2 tellers, while in line, the greeter comes back confirming the appraisal, you finally get to the teller, you think you are done. NOOOOOOO. They take a copy of your DL, your title, registration, etc. and then you have to wait hours to see someone else to finalize, sign, etc.) read more

Purchased a vehicle here and returned it with in days! 20 minutes after driving off the lot a sensor pops up on my dash board. The car smelled of dog and body odor. Inside of the car was filthy covered in scratches and dog hair. The vehicle hadn't even been wiped down or half fast cleaned they just didn't care. When I called to speak with my sales representative his solution was for me to take the car to get cleaned and bill carmax later in regards to the sensor I was told I'd have to be instructed on how to reset the sensor myself over the phone with someone from carmax. No one was in anyway concerned with the car not being cleaned or sanitized it's like the covid doesn't even matter to this company. People are getting sick constantly and the lack of effort carmax shows to keep there paying customers safe is not only scary but shameful. Covid is real get it together carmax! read more

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My Sales Agent-Jasmin Flores, she is super helpful Absolutely wonderful customer service, I would definitely recommend her. Thanks read more

The mechanics at this place are a JOKE!!!!! I took my car I I JUST bought because it started jerking, they changed my mounts and now it's WORSE! I took it back and they said I needed brakes. Got it back and it's WORSE!!!!! Like how?! And I can tell the service lady Susan was getting irritated because I keep taking my car back but they made it worse so hell yeah I'm bringing it back! She told the manager that she compared it to other cars and it's normal. She compared it???? The lady who works at the desk told me it's normal?? WHERE ARE THE MECHANICS! Why aren't THEEEEEY checking my car! This place is cheap and just wants to get rid of you! DO NOT COME HERE! Take your money somewhere else. I promise it's not worth it. On top of that, while I was waiting for service I seen THREE people returning a car back because they already had problems. That definitely says a lot at about this place! Get it together CarMax! read more

I waited 2 hours even though I made a reservation already and had entered all my car information online. The employees were all super relaxed while all the customers seemed anxious and unhappy. I will never sell my car at CarMax again. read more

I bought a 2015 grey on black porsche macan for my sisters birthday. I had to pay $399 for them to transfer the car from washington to LA. I was told that there is zero scratches in writing from my sales guy vu. However, when the car arrived i was busy and was unable to check the car. My sister went instead. Ofcourse she was so happy to see the car and did not think to inspect it. Therefore she bought it and took it home... the next day i saw huge dents on the drunk and driver door. I took it to get an estimate to fix it. Its $700. Once again I was told that there is no major scratches or dents. Service was good, experience was good. HOWEVER, be aware! Product was not as promised. read more

Don't waste your time in small dealers that will let you walk out with a faulty car Car Max takes care if the customer and cars with money back if not happy and 3 month warranty honestly can't get that anywhere else just come here they have huge selection I highly recommend read more

Came here to sell my car and I'll say it now, DO NOT GO HERE unless you have a few hours to sell your car. I waited in line for an hour because they only had one person working at the business desk to take in the paperwork for selling the car. What I figured out while in line watching all this go down is if someone is still financing their car the person at the business desk has to call and get the pay off amount. The worker was able to get through the first three people pretty quickly but with the guy right in front of me, she sat on the phone for at least 30 minutes while waiting to get his payoff amount. It blew my mind how the one person sitting at the desk has to call in and get the payoff amount. Couldn't they have another person in the back call and do that so she can keep the line moving? While the worker was waiting for the payoff amount the staff working in the back who the customers could clearly see were laughing, talking, walking around and what seemed like a lot of hanging out and joking around with other employees. No regard for the customers upset and staring them down through the business window while the line got longer and longer and the girl working the desk complaining to every employee who walked up how she was already 30 minutes past her off time. Once I got up to the window and gave them all my paperwork and THOUGHT I was almost out of there another CarMax employee walked up looking for a check. This girl has to handle all the incoming checks too! They sat there for another 10 minutes looking for a check for someone and then proceeded to tell me to come back in 45 minutes for the paperwork and check for my car! 3 hours later deal is done and I must say that Gina in the business office was very helpful and seemed to be the only one who cared. This location just a lot of younger people working there with attitudes and no direction. They need corporate to come in and get that business office under control. I saw quite a few things I would change by just standing in the line and seeing how they operate. Terrible way to run a business. I will never be back! read more

Just purchased a used car and the salesman was great at the Carmax in Duarte. However, the suprising issue I had was that after purchasing the car, I immediately had my own mechanic give the car an inspection and it failed the transmission fluid test and stated it was dirty/contaminated. My mechanic recommendation was to 100% flush the fluid right away. I took it imediately back to Carmax and they refused to do it, saying the transmission fluid was fine and within their standards. I would have thought that the cars they sell should be able to pass a test like this. Now I'll have to pay out of pocket now to do the repair myself. Not happy with this Carmax used car condition and service especially with car sales prices through the roof. read more

CarMax - Mechanics diagnosis of dirty transmission fluid. - Used Car Dealers Near Me - Duarte, California

First time buyer! Had no idea how the process worked or what to expect, but Mark made the entire process easy and stress free. I called Duarte one evening to have a car transferred to their location, few days later I'm scheduled to come check it out. Mark was knowledgeable about the car, and provided great customer service. I was in and out the door within 3 hours with a practically brand new VW GLI. Only about 7,000 miles on it. The buying process was easy and exciting. I thank Mark at Duarte for his customer service. Been 100% satisfied with my purchase. read more

Wow carmax in all states suck! This one has customer service reps that assume shit and will say what they "think" they know without seeing documents. Dont assume a customer is out of their warranty when you havent seen their information. The service center representatives are actually the only good department here. You read more

Very long wait at the business office. The lady had an attitude and was not very professional. I was told 1-1:30hrs of wait it has been almost 3 hours so far.... Management should have more people at the business office instead of one hundred playing candy crush in the showroom. read more

I am mostly dissatisfied with the appraisal process that CarMax offers. I went in May to appraise my 2007 Honda S2000 at 108k miles, and received a quote for $15500. I went back a month later on June 29th with 109k, and the appraisal went down to $14000. I'm not too sure how a 12 year old car depreciates $1500 in a single month (unless you have the leverage of a prior appraisal to go down from), but I received a disappointing answer of "Your car depreciates over time". I understand that cars depreciate heavily during the first 5 years of ownership, yet my car is fairly old so that excuse doesn't make much sense. I've purchased and sold cars from CarMax before, and the experience was pretty alright as long as you do your research beforehand. However, try to sell your car private party if you can. You will notice that if you sell your car to them they usually do a 33% markup on their new price for it when they list it. The employees are all friendly people so no issues there. read more