I am writing to formally express my disappointment regarding my recent experience at your CarMax location on Cyfair with salesman Patrick Cunningham. Mr. Cunningham initially reassured me that I could trust him despite my past negative experiences with other dealerships. I was preapproved for a 2020 Kia Sorento (navy blue) with a $2,000 down payment, and after test driving, I was very excited about the purchase. However, when it came time to finalize my income details, my down payment unexpectedly increased from $2,000 to $2,800--even though I had already chosen my bank and received approval. Since I could not afford the increased amount, I agreed to consider a different option--a 2019 Kia Sorento(burgundy). Mr. Cunningham assured me that this vehicle would be ready for pickup on Friday, September 12. On that day, he asked me for my Social Security number again, which I found unusual, but I complied under the assumption it was a verification step. To my shock, my credit was run two more times that morning. This not only further lowered my credit score but also caused my down payment to increase to $4,100--more than double the original agreement. The experience left me frustrated, upset, and in tears. Instead of offering genuine solutions, I was told my only options were to provide a co-signer or to pay the additional $2,000, which I did not have. For comparison, when I later visited your Southwest Freeway location, salesman Jordan provided outstanding customer service. He worked with me to find alternatives and successfully presented my original credit application to the bank. As a result, I was approved for the 2020 Kia Sorento with the original $2,000 down payment--exactly what should have happened from the start. Instead of picking up my car now I have to wait for the car to get shipped again to a different location further away. This situation caused unnecessary stress, financial strain, and wasted time. While I am happy to have ultimately received the car I wanted, the process at the Cyfair location was unacceptable and avoidable. I hope CarMax takes this feedback seriously and ensures that customers are not subjected to repeated hard inquiries, miscommunication, and misleading information during the car-buying process. I am giving two stars since I am getting the car I wanted originally. read more

CarMax - This shows the initial hard inquiry on 8/25/25. The inquiry done on 9/12/25 is Carmax running my credit again which changed my down payment. - Auto Repair Near Me - Houston, Texas

2.8.24 We came to sell my hubby's SUV. It was time. CarMax gave us an offer online so we came in to finish up the paperwork and drop off the vehicle. The ladies were nice and friendly. It took us about an hour. It would have taken even less time if the one lady would have told the other lady we were waiting before she went home. Over all the process was easy and quick. We walked the lot while we waited. They had a lot of cars and trucks for sale. $20,000+ to $50,000 (for a used car) read more

Horrible customer service Very slow Waiting 2 hours and the place is empty No! Never ever read more

From the customer associate who called me to make sure I had all the things I would need before going into the dealer, all the way to getting a "CARMAX" appraisal, I can say I was pleased. I won't be making any purchases on a used car but the strength of the customer care alone made me want to reconsider, and that is saying a lot for a person who loathes going to a car dealership for anything. I simply went in to get my car appraised, and I was able to get it done in well under 30 minutes. -Quick tip, make an appointment on a day that is not the weekend, thank me later. read more

CarMax - Entrance of Carmax - Auto Repair Near Me - Houston, Texas

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I've gotten a car from CarMax in 2017 and came back because the first time was great. Today's visit was even better. Angela Bozinov, Senior Sales Consultant was very helpful, patient, and kind - while waiting for my insurance company to get back to me and juggling the other customers who were walking in. (We didn't even notice they were busy because Angela made us feel right at ease). Thank you for such exceptional service Angela! read more

This is my THIRD time to sell a vehicle at Carmax. I'm sure they hate me!!! I'm selling elderly family members cars and not buying right now. However, when I come in Reginald and the entire team treats me so wonderfully. They are courteous, so professional and absolutely helpful. Their online appraisals are almost always right on the mark. I know once I'm ready to buy this will be my first stop. read more

I would recommend riding with them on their test drive. I had to tow my corvette from the Houston Hwy 290 location to be repaired. The car would not shift gears after their test drive. It had never had a shifting problem until then. They still made an offer that was super low ...because the car could not shift gears. Wow! read more

Let's get into it! I've purchased vehicles from Carmax all across the country. From the East to West Coast. I enjoy their no haggle prices, financing, vehicle warranty options, and locations all over the country. The APR with Carmax auto financing was lower than Navy Federal, State Credit union, and USAA. Location/Appearance: Compaired to the location in Laurel and Tacoma, this location is fairly small. However to be fair there are like 3 locations with 30 minutes of each other. The other location in Houston is much bigger. I'll do their review later. The customer parking lot is small. The waiting area is smaller too. Howeve9r everything was clean. The A/C also seemed to be working well. They had a vending machine with drinks and snacks in the waiting area. There is also a coffee station, it was a bit dusty! Customer Service: The young lady that was my service rep was super friendly and thorough. Her manager a young guy was nice as well. They let me work remotely from one of their desks in the sales area. Which I appreciated since I didn't want to use my PTO, lol. Vehicle Service: I got my 75,000 mile service, and state inspection done. Took yhem a little bit to get my air filter and oil delivered. They did keep me informed though. They also topped my car off with Gas. Which was super cool. They did forget to wash my car. Overall, I had a good experience. I will continue to be a customer! read more

I came here to initially just look at different models that I was interested in and ended up falling in love with my (now new) car. I had Max Brown assist me. He was super nice, very informative and helped try to make things go as smooth as possible. The clerks desk was also very nice and we were all cracking jokes when I was checking out. I have yet to have a bad moment at a CarMax. Thanks Max!! read more

IF I can give a negative start I would. They sold me a car the had 10 year old dry rot tires endangering me, my family and anyone self on the road!!! Now they are not taking Responsibility for their mistake!!! Don't EVER BUY A CAR HERE!!! You will regret it!! Safety first! I have proof! read more

CarMax - They sold me a car that was unsafe to be on the road! - Auto Repair Near Me - Houston, Texas

If you go to this location... first off all ONLY go to this location. The Katy location sucks. Ask for David Perez. He was extreme helpful, positive and accommodating!!!! read more

For Northwest CarMax location I was pleased to learn that Andy in service was able to rectify an issue with a vehicle I had purchased from out of state and received front damage during transit that was not on the photos prior to reserving it. Joaquin made getting into a loaner fast and simple while the vehicle was worked on. I have sold vehicles to CarMax in the past and this recent purchase experience was outstanding. I highly recommend a low mileage used vehicle from CarMax to all my friends and family for the best car value on your money. Thank you again Andy and Joaquin for all the help on making repairs on the recent purchase. read more

Selling my 2015 Chevy Equinox. Process has been painless and great so far and the facility is clean, welcoming, social distanced and everything has been really a positive experience. read more

Okay. I bought my car June 8th of this year, this is my first time every buying a vehicle and this experience makes me never want to do it again. Within a week of owning my car it was in the shop (with Carmax) because my A/C was not working correctly. They had my car for 3 weeks, fixing it. After maybe a week of me having it back, the A/C stopped working for a second time. I brought it back to them and the had it for another week and I came back to get it. Maybe 2 weeks later I had to bring it back to them again for the A/C. They have had it for 2 weeks, took my windshield out (the people who took it out for them BROKE IT), when the car was finished being fixed they delivered the car to me and what the driver failed to tell me was, they ruined my alignment. I have had nothing but problems with these people and i'm over it. This is the address of the place: 19500 Northwest Fwy Jersey Village, TX 77065 United States read more

At the southwest location I was sold a car that had been in a accident. A 2019 Jeep Compass trailhawk. I was not informed about this issue and multiple Jeep dealerships in the area refused to touch it because of the wrong engine in it. The buyback process was simple but it took them two weeks to get me an offer on the car they admitted they should have never sold me in the first place. They tried to get me into another carmax car, and after finding a few I liked and getting the auto reports, come to find out that they had all been in accidents as well. Do not buy from here! Also I want to add that I didn't have a hate for carmax until this experience. I have previous bought 2 other cars from them. read more

I previously purchased a car from this location of CarMax in 2008. In the meantime, I bought several Certified Toyotas from a dealer. Now I was looking for a used Infiniti QX50. The ones I liked had been going fast at all the dealers including CarMax. One popped up with really low miles and a great price so I made an appointment to look at it as the photos had not been loaded yet and I wanted to jump on it. As my husband and I were getting ready to leave, I pulled up the listing to look at some info on the car and it was no longer available! We tried to contact our contact at CarMax to make sure it wasn't sold. We drove over and found they had taken the car off because we were looking at it, yes! While our salesperson got the keys, we walked around looking at similar vehicles and found our Infiniti. It was nicer than I expected. We test drove it and came back to purchase it. We already had our credit union loan approval so we sat down to get the paperwork done. Our credit union decides they need my husband's last 3 paychecks so we drove home, emailed those along with a copy of the insurance, then drove back to CarMax. Once our credit union got the info they wanted they were able to send the draft to pay for the vehicle. We made our down payment at the business office then went over paperwork, digitally signed it, and waited for printouts. I now remember why I liked CarMax from our last experience. From the time of our appointment, looking at the car, test driving, doing the deal, going home to get paperwork for the credit union, driving back, doing more paperwork, paying down payment, until we drove away was just under 4 hours It was such a smooth process with CarMax. Our credit union was more of a hassle and we had been preapproved with them. Without the credit union slowing us down, we could have been out of there in 2 hours. When we went out to get our car, it had a big yellow bow on it and they took our picture with it. It was so cute and made it special for this middle-aged Mom. SIde Note: Compare extended Warranties with CarMax and your credit union/bank. Last time we went with CarMax and this time we went with the company our credit union uses. WIth the CarMax warranty, the deductible was higher if you went to your own mechanic and I felt it was too much of a hassle to take my car back to CarMax. Luckily, we didn't use it much and I'm hoping for the same thing with this one. read more

I can only comment on the Carmax location at the location below where I sold both of my vehicles last week. 19500 NW Freeway (US 290) Houston, TX 77065 First, the prices were fair and I know for sure one was much better than what the dealer would offer. Second, Tim Cooper (sale person who handle the appraisal) was professional through out the process and pretty much made it painless. The evaluation process took about 30 minutes which I understand since they need time to check out any issues so they can appraised the vehicle appropriately. The accounting department took a bit of time to process the paper but was pretty efficient. The whole process took about 2 hours. While I understand some of us might feel at times that Carmax might give appraisal that deemed low, I am thankful that Carmax existed to provide competition to car dealers. I still remember the painful process of negotiating trade-in value for my car at the dealer to get a new car and would want to avoid all of that and Carmax allowed me to sell my old cars at reasonable value without the hassle of spending almost a day at the dealer just to get some decent value for my trade in. Over all, I was very pleased with the result which was much more pleasing at Carmax Houston location and allowed me to spend much less time at the dealers since there is no trade in to complicate the process of buying a new vehicle. read more

Very bad! The Toyota dealer I went to first assessed the price of my car, then drove to this carmax in 3 minutes, they drove my car away, after they checked my car and gave me a quote I found my car The door handle was missing and they pulled it off. I asked them and they said that there was no door handle on the inspection photo. I drove back to Toyota and saw the photo of the Toyota dealership. The door handle is still there. I'm sure it was Carmax that messed it up for me, but there was no result, so I could only admit that I was unlucky! ! I hope everyone must be careful when going to this caxmax, they are so unprofessional! ! ! read more

CarMax - Photo of Toyota dealership checking the car, the door handles are still there - Auto Repair Near Me - Houston, Texas

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Never purchased a car from them until now. Great selection fair prices and NO pressure induced salesmen. Purchased a vehicle kept it for a week and decided I wanted something with fewer miles returned it under their 30 money back guarantee and drove off with a newer vehicle in under 3 hours (test drive, and paperwork) when I finished I had a newer car, great prices and terms and most important a FULL tank of gas. This is how buying a car should be. I'll buy from her in the future. This place is 100% legitimate. read more

Lots of employees ambling around and chatting however painfully slow service. What used to take 20 minutes now takes hours. Low ball appraisal and excruciating dealings with their business office. No less than a dozen salespeople just chatting with never an offer of have you been helped, etc. Their rules for titles and paperwork constantly changing and infuriating. Two hours to sell them a car??? Clearly no one at this business is interested in anything other than selling you one of the cars on the lot, if that. read more

I purchase my vehicle online. Once I got there, I waited maybe 30 minutes if not let to get my keys and sign some paperwork. 10 out of 10. The lady at the business office was nice and thoughtful after asking if I wanted my picture taken with my new vehicle. read more

May 11th I got my car from the Cy Fair, Texas location, I was ecstatic. I found the car that I wanted and everything seemed great. 6 days later I found out there was a problem with the windshield wiper arms so I took it to the Katy, Texas location to have it looked at. Not only did the problem with the wiper arms not get fixed, THEY WRECKED MY CAR!!! It took almost 3 weeks to have them fix the wreck damage and then they finally started working on the original problem with the wipers. After a day of them finally working on it, they told me they can't get the part to fix my original problem! Not only that, but the problem was so bad, it scratched the windshield terribly while they were working on it. They backed me into a corner where I was pretty much forced to look for another car or else my 30 day return would run out and I'd be stuck with the problem. On top of that they made me drive 45 minutes in the damaged car back to the cy fair location because Katy refused to return it at their location and they refused to transport the car for me. When I got to the cy fair location, I found an Elantra that would have been a good replacement but it was at another carmax so I reserved it to ship to the cy fair location. I waited for an agent to call me but nobody did. I called up there and was told a salesman cancelled my reservation to sell the car!!! That was the last straw! After 3 weeks of all of this (June 5th), I received no accommodation for this inconvenience at all and ended up walking out of the carmax thankfully with all my money back (half of it I have to wait 2 weeks to get a paper check in the mail) and no car to get home because I sold them my old car to get the original Elantra I purchased. I am so disappointed it's beyond words. Such a terrible experience. read more

CarMax - Damage from when carmax wrecked my car - Auto Repair Near Me - Houston, Texas

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The African American lady that answers the phone for service is kind of rude. If she doesn't like her job she should retire! It's not the customers fault if she has a bad day . Just flat out grumpy , and hangs up without saying "thanks for calling" , "see you when you arrive for your appointment ", or not even a "have a nice day bye" Very unprofessional ! The Sales team is awesome I want to hear to have my car praise, and everyone was extremely friendly and very professional . Mrs. Tammy was the person that I dealt with and she was a sweetheart !! read more

Very disappointing.. I bought my car a couple days ago and was so excited but when I drove it on the highway TWO of my hub caps fell off. I called to schedule an appointment to have them replaced because I paid extra for an extra warranty and there is supposedly a 30 day warranty anyway AND THEY SAID THEY WOULDNT REPLACE IT! What is the point of a warranty if you can't even replace a rim that you didn't put on tight enough? Unreliable. I would not recommend going to Carmax. **Edit. It's been 3 days and all 4 have fallen off while I was driving. ** read more

My dad bought a car from this place and he asked for it to be detailed and cleaned, that's all. And when we came in to pick it up the car wasn't even detailed, it still had stains that when I touched it, it came off so they were fixable. When we came home my dad noticed a bump and scratch on the front which was not there when he went to go see it before, after he bought it. Customer service was bad, they still sold a car after giving it a scratch, didn't even bother to detail the car at the customers request. My dad was upset that now he's going to have to detail it himself after being told three times it wasn't ready yet because it was being "detailed" it is what it is but we won't be coming back here that's for sure. read more

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Worst car buying experience ever. Walked in and checked in. I noticed a board with people who had appointments but we just wanted to see their inventory. We were told to go out and take a look. We went out to the luxury cars and started taking a look around. All the cars were locked, you couldn't get in them, there was no sales associate anywhere nearby, most likely because of Texas heat. Decided we didn't like their customer service and left. We were already approved for a loan so this would of been a quick sale. Decided to go to Lexus North where their customer service was much better and their welcome much more agreeable. read more

I have many things to talk about this place but I will focus on two main things: wait and price. We went there to sell our car. They took all required information from us in order to make transaction and told us that it will take 45 minutes. It took 4.5 hours for them to get back to us. They tell you not to leave waiting area until they are ready with your paperwork so we waited in waiting area for 4.5 hours. Our car was financed and our payoff quote was about $33900. Car max appraised our car for $44000. So technically we should get about 10,000 check RIGHT!! They lady came out with paperwork and said we will get about $4500 check because my finance company gave them about $39000 and some change payoff quote. We asked her that it is not possible so she said that retail payoff and dealer payoff is different. I understand that retail and dealer payoff is different but difference was $6000. That's rip off. Our actual loan amount was about $37000.That is completely rip off. We went to Texas direct auto next day and sold our car for more than Carmax offered and we got about $11000 check and their payoff quote was $34000. I believe that the reason they make you wait for 4.5 hours so you are drained and won't be able to make right decision by the time you sign your paper. If you don't want to get cheated then do not go to this place.... read more

Hola soy Juan Talancon y deseo por este medio calificar de Excelente el servicio que me prestó el compañero Julio en la sucursal de su CIA ubicada en 6909 Sw Fwy, Houston un excelente vendedor con tremenda calidad humana..... solo me resta decir Gracias,Gracias,Gracias..... lo recomiendo si desean tener el carro de su vida y serán atendido con la más cálida sensibilidad humana......Gracias Julio...... read more

Beware if the car you buy here has to have something done at their service(ha) dept. The salesman, James worked with us for a week and we got what we thought we wanted at a fair price. After having the car for about 48 hours the tire pressure monitor system showed failure. I went back the next day and was told to make an appointment for next week. Went back with appointment and waited 3 hours, then was told the sensors they used were not the right ones so would have to order right ones and would call me for another appointment. I went home and called the manager of NW freeway Carmax. He called back and told me they put in 3 sensors but had to order the fourth from Baker Nissan, next door. Service writer called and told me they would have parts next day and that I could come in at 10:30 and wait another hour and a half. She also said manager did not know what he was talking about. Karl M. read more

Go to the CarMax in Katy or South Houston. We went to Katy, and then came here because they had a vehicle we wanted to test drive. Ellie was our sales person and was beyond rude when we asked to test drive more than one vehicle. read more

My husband and I just bought his new 2019 challenger from this location.. I can't believe how quick the process was compared to the 12 hour day we spent at another dealership earlier.. we had everything signed and ready to go within 2 hours.. Eleanor and James were great. You can tell they really do want to help people. My husband and I don't have the best credit either but we were able to get a decent rate. I highly recommend this company and location. Thank you! read more

Mj A. IS the most dedicated service consultant. Kept me up to date on my car while it was in repair, saidly i had to return it because it continued to have issues. He addressed all my issues, even when I decided to cause hell because no one cleaned it (stains on my seat ) and left me with half a tank when I had full tank on drop off. Very dedicated team, hard workers. No complaints so far. read more

Bought my car from this location and my actual tags were sent to a different address. I called with calmness and the lady was very nice in trying to figure out what to do next. She told me since the vehicle is registered they couldn't extend the temp tags , spoke with the manager and he was not friendly at all regarding the issue. Did not apologize and hung up the phone after stating his peace. Now lesson # 1, in order to run a business you need to present yourself as customer friendly and have some sort of morals and values!!!!! Customer service is very Important to me and working at a place like this it is needed!!! To the young lady thank you for listening and at least trying but to the rude manager on duty June 12th approximately 10:20/10:30am have some respect for people who are using their hard earned money to shop at this location! read more

Carmax has a great formula executed well. If you want a used vehicle, and don't know a lot about buying one or just don't want to figure out what new car dealer won't bend you over, it's a great way to go. If you sell a car, they will do a detailed inspection and make you an offer. Bear in mind that their offer will be made as if they were going to sell it up front., and so any detail that merits a price decrease will get one. If you sell a car on your own, you will get a better price. It's all whether the hassle factor has a dollar value to you that pushes you to Carmax or not. The cars they select for sale get another inspection and cleaning. They are the cream of the crop, and so they will charge the highest price in the range for that model. Again, if it is worth it to you to get this, then you are at the right place. Bear in mind that the 30 day warranty is likely useless, anything that's going to go wrong has been fixed, or the car was wholesaled and you won't see it, or the defective item will go in 31+ days from now. That being said, the brake warning light came on 3 days after my purchase, and Carmax arranged for warranty repair from the manufacturer and repaired the rest on their own. The after market warranties are expensive and a waste of money. You can reduce your odds by focusing on cars that have a good reliability record as found in Consumer Reports. They used to bring cars from anywhere if you were looking for a certain model and some other store had it, and if you bought it there was no charge. Outside of local stores, they now charge a pricey transportation charge which isn't waived if you buy the car. Bear in mind that cars are complicated machines, so just because Carmax is a slick operation doesn't mean you should buy blindly. Order a Carfax report, inspect the car thoroughly and have a reputable mechanic you know inspect it first. The first car of the type they showed me was revealed by Carfax to have been in an accident, even though they claim to not sell cars that have been in any accident. read more

Went in to get my SUV appraised and Reginald not only greeted us with a warm welcome but he also had a smile on his face. He quickly helped us. During our wait for our SUV to be inspected Reginald showed us the background check process Car Max does for each car they sell and apprise. He also showed us the Car Max website and all its features! Best customer service and experience ever. Can't say that about the neighbors next door. read more

I purchased a 2014 Toyota 4Runner in Feb. 2014 and had it shipped to Houston. When I picked it up the alignment was WAY off, pulling hard to the right. The floor mats were rubber, worn, and dirty. The vehicle should never have been delivered to me this way. I was asked by Carmax to take the vehicle to a Midas, which I did twice before they discovered the vehicle had been driven so long with seriously bad alignment that the tires were causing the vehicle to pull to the right. Carmax would not replace the tires, only rotate them which only partially fixed the problem. Three days later I discovered one of those tires had a slow leak. I patched it myself rather than wait the four days before Carmax would service the car. This is my second and last purchase from the Hwy 290 Carmax. Quality, service, and employee morale have deteriorated significantly. The Service Department is very unresponsive. They don't care if you're a repeat customer. Don't be fooled by the glad handing and smiling faces. I won't be back. read more

You know what, excellent experience. I believe the person who helped us was named Jason. Very painless. Not at all like other dealerships with bait and switches and all that. They were up front about everything and I didn't feel ripped off. read more

Bought a car from them for $16,000. It had rusted bolts when I bought it too. Ended up selling it back here for $4,000. The car kept breaking down on me as time went on and was just garbage. My experience here was horrible and I'll never be back to buy or sell another car again. read more

Would give it no stars. None of the cars on the website were available. They took over an hour to appraise my current vehicle and I am still waiting on the final amount. The salesman knew nothing about cars and even asked if the intake was a part of the engine. Finally, he refused to actually talk to me, and instead spoke to my boyfriend, although I am the one who is purchasing a vehicle with money that is entirely my own. There were no cars available for sale, because everything was on hold. read more

iShould give this a 1-star review, but I'ma give them a 2 since the sales Mgr. called me and asked me about my experience. It was terrible. We went to Carmax in Jackson, MS on January 26, 2022 because we were visiting, and ended up stopping by to see about a Camaro. We ended up choosing a 2016 Chevy Camaro, but it was located in Baton Rouge, LA, so it had to be transferred to TX (where we live) to this Carmax here that I'm doing a review on. The car made it earlier than expected (yay iGuess?), but we never got to test drive it even though we inquired about test driving it several times. The sales person (who shall remain nameless since iSpoke with the sales Mgr.) did not want to let us test drive it. He wanted us to put insurance on the car before the bank even approved our financing loan. When we did get to finally see the car, we had to escalate to a Mgr. Anyway, even we got to see the car, it was DIRTY, and MISSING A FOG LAMP‼ "How is this possible?" We thought. First impressions are everything, and we were NOT pleased. Ultimately, we ended up getting the car -- finally -- after about 2.5wks. Maybe you will have a better experience than we did...and we hope you do. We give them 2 stars because they finally did get the approval on the finance...but other than that...trash. Hopefully they will get better‼ read more