CarMax

Dear CarMax Corporate Customer Relations, I am writing to file a formal complaint regarding my 2021 Chevrolet Blazer 2LT, which I recently purchased from CarMax. At pickup, the remote would not open th to file a formal complaint regarding my 2021 Chevrolet Blazer 2LT, which I recently purchased from CarMax. At pickup, the remote would not open the trunk. When your service team opened it, they discovered rust and scheduled a repair for the following day. I dropped the vehicle off in the morning and picked it up that afternoon. Approximately two hours later, the check-engine light came on. The vehicle was returned to CarMax and remained there for two days for additional repairs. Since then, I have continued experience concerns, air filter only at 50% I purchased this vehicle expecting it to be inspected and in reliable condition. Instead, I have experienced repeated problems almost immediately after purchase, multiple service visits, and significant inconvenience. This has seriously affected my confidence in the vehicle and CarMax’s inspection process. I appreciate the excellent customer service provided by Bob and Rico, but I believe this situation deserves corporate attention and a reasonable resolution. I am requesting that CarMax review my case, investigate the vehicle’s condition and repair history, and consider an appropriate resolution given the issues experienced so soon after purchase. Please escalate this complaint and respond with the next steps. Sincerely, Lucas Peterle More

Everyone was very kind and pleasant to work with. The online process made the purchase seamless. Although I had everything done prior to arrival. I will say the process still takes quite awhile (2-3 The online process made the purchase seamless. Although I had everything done prior to arrival. I will say the process still takes quite awhile (2-3 hours) overall this was the best used car purchase I’ve ever experienced. More

I was pleased with how the sales team worked with me. The first vehicle I chose didnt work but then I foond one that we bought The first vehicle I chose didnt work but then I foond one that we bought More

Since the vehicle I purchased had to be transported from, if I remember correctly, Virginia, the transaction from beginning to end was longer than I had expected. However, during the finalization done at the if I remember correctly, Virginia, the transaction from beginning to end was longer than I had expected. However, during the finalization done at their facility in East Meadow, everything went smoothly and of particular note was Alicia Gibson, Senior Customer Specialist, who went out of her way to make sure that I was being well taken care of. More

I had a good experience. The stafd was vwry helpful in what i wanted and was looking for. The stafd was vwry helpful in what i wanted and was looking for. More

Great attention to detail. The process was smooth and well done. The reps were awesome to talk to. Walked me through everything and I was up and running in no time. The process was smooth and well done. The reps were awesome to talk to. Walked me through everything and I was up and running in no time. More

Unfortunately, my experience was not pleasant. Although I received a fair trade-in value, the overall process was frustrating because I repeatedly received conflicting information from different e Although I received a fair trade-in value, the overall process was frustrating because I repeatedly received conflicting information from different employees. During my first visit, the staff were welcoming, and it was easy to schedule a same-day appointment. However, when I explained that I did not have the title because my vehicle was still being financed, I was told I needed to contact my bank to have the title sent to me before I could complete the transaction. My vehicle was placed on hold while I worked on obtaining the title. When I contacted my bank, I was informed they could not release the title because the loan had not been paid off. I later learned that the DMV, not my bank, was the appropriate source to contact. As someone unfamiliar with this process, I relied on the information CarMax provided and wasted valuable time because I was given incorrect instructions. The following day, another employee contacted me about scheduling an Express Pickup. I explained that I had been told I needed the title first. She informed me that CarMax could actually request the title on my behalf and that I would simply need to bring it in once it arrived in the mail. I was confused as to why this information had not been provided during my first visit. She also told me she would verify everything around 10:00 a.m., follow up with me, and send me a payment link for my down payment. By 2:00 p.m., I had still not heard anything. I had already submitted my insurance information and was waiting for confirmation before making the hour-long drive. At 3:00 p.m., after contacting CarMax again, I was told they were still reviewing my trade-in. I called because I no longer trusted the information I had been given and wanted confirmation that I would not be driving over an hour unnecessarily. Finally, around 4:00 p.m., I was told everything was approved, and I could come to the dealership. As I completed the paperwork, I realized no one had discussed warranty options with me. When I asked, the employee assisting me was surprised this had never been reviewed. We had to stop the paperwork and go over the warranty packages before I could make an informed decision. Eventually, everything was finalized, and I drove home with my new vehicle. CarMax advertises a 10-day return policy. After driving the vehicle for a week, I realized it was not the right fit and returned on day seven to exchange it. During my return visit, I worked with another employee. I also realized very little time had been spent explaining the vehicle's features. After selecting a different vehicle, I specifically asked whether I would need to make another down payment. I was told "no." Had I been told there was even a possibility that additional money might be required, I would have returned another day prepared instead of continuing with the transaction. After everything had already been processed, the employee informed me that the lender actually required an additional down payment. By that point, my previous transaction had already been reversed, and I was told that if I wanted to keep my original vehicle instead, my credit would likely have to be run a third time. Fortunately, I was able to come up with the additional funds. I then asked if I could receive a payment link, as another employee had previously told me that was an available option. This employee stated they did not offer payment links. I asked him to verify because I had already been told otherwise. After speaking with the manager, he returned and said they could send a payment link, but only after I provided a screenshot of my bank account showing that sufficient funds were available. I found this request unnecessary. If there were not enough funds in my account, the payment simply would not have gone through. Requiring me to provide a screenshot of my personal bank account before allowing me to make a payment felt invasive & discriminatory. More

Friendly staff and great customer service. My sales person was extremely helpful and knowledgable about the vehicle. I never felt pressured into buying. Thanks Warren! My sales person was extremely helpful and knowledgable about the vehicle. I never felt pressured into buying. Thanks Warren! More

It was welcoming, bright and spacious. Refreshments were available for waiting clients. The associates were great. Refreshments were available for waiting clients. The associates were great. More

Dealership experience was nice. Car had a bad battery that I had to replace week after purchase. Also they mounted the front plate crooked into the bumper. Overall decent experience Car had a bad battery that I had to replace week after purchase. Also they mounted the front plate crooked into the bumper. Overall decent experience but wish battery and license plate were handled better. More