CarMax - Austin South

This was my first experience buying a used car Infiniti QX50 and the process was pretty straightforward. However, the car had issues when they sold it to us which were not disclosed with the infotainment s QX50 and the process was pretty straightforward. However, the car had issues when they sold it to us which were not disclosed with the infotainment system and microphone in particular. Normally, we would not see this as a big deal, but the service department at CarMax South is the absolute WORST. We took the car in a few days after purchase and the service center made what is normally a 3-hour fix, replacing the microphone, into a 3-week issue. Come to find out via Carmax and Infiniti, that the Carmax service person (who was supposedly an Infiniti specialist which we had to wait 3 days for him to arrive) incorrectly installed the microphone and short-circuited the car's computer system. Carmax didn't know this at the time, but realized the car was not working correctly after the microphone's installment and sent it to Nissan where it sat at the Nissan lot for a week before they were able to work on it. We spoke daily to both Carmax South's service center manager and Sara, another service center worker, and they assured us that they were in contact with Nissan and that the car was being worked on. Well, when my father and I called Nissan's service department because it had been a week with no updates on the car besides Carmax's manager telling us the problem was being worked on, Nissan's management said that our car had been sitting in the front lot because Carmax dropped the car off without telling them what the problem was and won't respond to any of their calls or texts about what the issue with the car is. So, my father had to explain to them what the problem was because when we called Carmax to confront them with this information, they denied it and claimed that perhaps my father, the one who had been in contact with Nissan's service department, was lying to me. Well, after about 2 weeks at Nissan, Nissan's service manager called us, once again because they could not get a hold of Carmax's service department, and told us they had to take the car to Infiniti because they could not figure out what the Carmax service guy had done to the car as the computer was not responding to their inputs. So, after we called Carmax, (love that the customer is acting like the middle man here) they took the car to Infiniti where the same process happened again. My dad drove to Infiniti himself because he had a suspicion that the Carmax people were well, not doing their jobs, and he was correct. The Infiniti guys were super nice and helpful and told us that Carmax was not responding to their calls or texts so my father once again had to explain the problem to them and they were able to fix the problem quickly. Three weeks later, after acting as the middleman, we finally got a call that our car was ready. The lovely part about this was the fact that when we brought the car to the Carmax service department to get fixed, the car was very clean and full of gas, when we got the car back it was filthy and the gas tank was almost empty, it was a full tank when we dropped it off and had less than a quarter tank when we recieved it back. While I understand that the car would be sitting out for a while, thanks to the Carmax service people who apparently go ghost at all hours of the day, we felt like after 3 weeks of the process and dropping off a clean car with a full tank of gas, they would at least have it in the same condition we dropped it off in. I think the best part was that someone at the Carmax service center had bluetooth paired their phone to the car and had quite the time as the volume was at close to 100 when we got in. I also think what truly speaks to the utter lack of professionalism of the Carmax South's service center is that every call we had with Nissan and Infiniti would laugh and say "I'm sorry" when we told them we were going through Carmax South. That makes me feel like many people have had this experience with this company, and perhaps it's time for management to change. More

I scheduled an appointment to test drive the car I wanted and to have my car appraised. When we got there, I saw my name on the board and we checked in. We sat without being acknowledged for 45 minutes unt and to have my car appraised. When we got there, I saw my name on the board and we checked in. We sat without being acknowledged for 45 minutes until the same guy who checked us in noticed that we were still sitting there angrily. He promised he'd be to us in 15 minutes but that we could go look at the cars if we'd like. When we walked back in the building, 20 minutes later, the person was still helping other customers and then informed us that we could look at any cars we wanted but that he couldn't let me drive any of them today even though I had already filled out the paper work and scheduled an appointment for a test drive. I didn't get a chance to ask him what the problem was because he also informed us that it would be another 15 minutes before he could get to us. We took that opportunity to leave because my husband and I were both starving and angry by that time. More

Absolutely the worst. They look you in the face and lie to you. They are rude to boot. My dad passed away and my mother is fragile and 91+. I have a Power of Attorney They look you in the face and lie to you. They are rude to boot. My dad passed away and my mother is fragile and 91+. I have a Power of Attorney for my mother and a court order placing my dad’s assets in my mother. CarMax knew all of this and I brought them the original documents to copy when they agreed to buy the car. After assuring me that we had a deal, they came back and said that they would not buy the car unless my mother came in and signed the back of the title in two places. As I was leaving town the next day, I specifically asked, “All you need is my mother to come in and sign the title in two places?” CarMax said, “yes, that is all we need.” I leave town and my mother is driven to CarMax by my sister. I get a call while driving saying they will not buy the car unless I come back with the documents that they allegedly copied the day before. Needless to say I was very upset with them. After the CarMax employee was an xxxxxxx on the phone I cursed at him for lying to me and inconveniencing my family. He then refused to buy the car. PLEASE DO NOT EVER GO TO THIS DEALERSHIP, THEY ARE ABSOLUTELY THE WORST. More

LIES LIES LIES!!! DO NOT SHOP this dealership! They LIE. Bought car that they said was never in accident. It was a bold faced lie! Beware beware beware DO NOT SHOP this dealership! They LIE. Bought car that they said was never in accident. It was a bold faced lie! Beware beware beware More

horrible customer service service department Bought a car from CarMax and had a few issues with the car. Had no problem with fixing the issues since it was under a 30 day warranty, but after the Bought a car from CarMax and had a few issues with the car. Had no problem with fixing the issues since it was under a 30 day warranty, but after the 30 day warranty was up the issues were still present. Even though, provided an extended warranty on the parts that were fixed, no loaner car would be issued because they would have to verify the issues are still present?? horrible customer service. More

So today I cried at CarMax. The associate Victoria Escobar who is at the 4400 S Interstate H 35, Austin Texas location was very rude. Made me feel like she was just trying to get me basic information Escobar who is at the 4400 S Interstate H 35, Austin Texas location was very rude. Made me feel like she was just trying to get me basic information and head me out the door. If she didn't have enough time to help me she shouldn't have. Didn't try to get me to test drive anything,she rolled her eyes when I even asked. They didn't have my car that I wanted to drive, which was the Volkswagon Tiguan S, but made no effort to inform me of any updates on when they might get it, or did not see if there was any other cars I might want. When I asked to see the other cars she walked me to the door and waved her hand and said "Take a look around." I was appalled. Shrugging me off to the parking lot no help at all. I asked her to please show me around I didn't know what cars were where. She did then as we were walking by cars she gave no info no interest in showing me what car was good or even try to make small talk with me. No salesmanship at all. Then when I talked about prices she suggested I buy an "Older car, maybe a 2009." I clearly stated I wanted 2012 or 2013. Spoke to a manager they got me a rookie to show me around, He was very nice, I appreciated the fact he tried and picked up Victoria's slack. Will not be getting help here again unless Robert helps me. Very unsatisfied More

I was told the car I wanted would be "marked as sold" until later in the day when I could come by and see it. I got a call later in the day, two hours before I was going to see the car, from the sa sold" until later in the day when I could come by and see it. I got a call later in the day, two hours before I was going to see the car, from the same salesman telling me it had been sold. Extremely disappointed!! I really wanted that particular car. Very unimpressed that he went back on his word!!! If he couldn't "hold" the car, why say it? More