CarMax Reviews 

I had a great experience with Car Max. I got a great offer on my trade in, and the process was easy.

I received a $12,000 online offer from CarMax for my well-maintained 2019 Buick Encore with only 51,000 miles. After driving 4.5 hours to the facility, their evaluator claimed there was something wrong with the transmission (with no diagnostic tools used) and dropped the offer to just $8,000.
This felt like a deliberate bait-and-switch tactic. They get you to drive a long distance and then lowball you, hoping you’ll accept less rather than leave empty-handed. Very disappointing and dishonest way to do business.
I declined and drove home. I will not be returning.

We were attempting to sell our vehicle after getting an online offer. Suffice it to say, it felt like a bait and switch. The offer decreased $1,300 based on a bogus claim. We were quite shocked and disappointed. We’ve sold and bought from them before. Not again.

Good solid cars at fair prices in Victorville. Only problem is the staffs lack of follow thru with what they say. Sold my car back to them after less than 1month, offer was never followed thru with a call or email; back to the store. Bought a replacement and was assured car was ready for pick-up, while it was fully paid for prior to arrival; it was not ready to go as promised. Another waste of time that should have taken less than 10min run to over an hour.
Carmax is a great place to get a car/truck, perhaps this is just a Victorville issue.

I needed to trade in my 22Highlander for a larger vehicle, when I got it my kiddos were smaller and they all fit so neatly and now they’re getting bigger and running out of space. I was initially just looking to see if anything was bigger or had more trunk space. We went to see the Ford Expedition Active & it was nice- beautiful even- we test drove the car with all the kiddos and our sales guy Ahmad and everyone fit comfortably , the ride was smooth, quiet, comfortable,MORE than what I thought it would be.. however the trunk was just bigger than mine because the vehicle was bigger overall but it wasn’t huge it was OK. The offer they gave that night was show your insurance and we get you out of here.

I had to sleep on the numbers because my credit was jacked & I knew finance company was going to TAX me, which they did but hey, what was I going to do, I made my bed so there you have it. I still moved forward with the offer from one finance company because it was best for my family.

My vehicle 2025 Ford Expedition Active, the price was OK, I’ll always want a lower price lol no real complaint’s in that area. - one of my key fobs stopped working at the dealership and they put in an order to replace it too which was great.

Sales Guy Ahmad was great, explained some things I didn't expect him to explain, he helped me with my insurance declaration, notified me of some things I wasn’t aware of and he KNEW I wouldn’t agree to. He did do a bit more than I expected and more than what any regular sales person would do.

The reason I gave 4/5 is because in my case I was at the dealership entirely too long with 5 kiddos. This isn’t my first purchase with Carmax so I know how long it should typically take, it was way too long, we got there a little after 10am and didn’t leave until close to 2pm or something like that. There was some issue they had with my appraisal and it took the business office or management that long to sort it out. They also didn’t give my sales guy the check for the remainder of my trade equity and I had to ask about it more than once. The sales guy was GREAT I could see he was working and some things are just out of out his control but the process was just too long this time around.

The location was clean and friendly 2 ladies offered my babies water, snacks, & coloring books to occupy them which was very sweet and took a load off me. I appreciated them for that. The staff was all nice and friendly to me and my babies & that matters a lot.

Overall, I have to say I’d be back, I preferred this location over my previous location and I am currently happy with my purchase.

Not to mention this is kinda like my dream mommy car.. so I’m happy!

Likes: Convenience, reasonable shipping/transfer rates, huge inventory.

Dislikes: - False reporting of vehicle condition. The vehicle had shipped had only one very small paint repair shown on the CarMax website "blemishes" picture tab. I thought this was a great feature until vehicle arrival/inspection and found the entire front leather dash had pealed and distorted, VERY visible but not reported. Vehicle also had paint damage larger than those shown on the blemishes page.
- CarMax "warranty": Concerning the peeled dash....the CarMax solution was to pay up to $400 for a mat, not to actually fix the issue. Waiting to see if this offer is actually honored. This issue forced me to cancel plans to obtain the CarMax extended warranty as it seems it only really covers engine and drivetrain....other issues seem to covered up rather than fixed.

Honestly, I like your partnership.
You offer a good deal at carmax, so far,carmax is the best.

I purchased a 2023 BMW from CarMax East Meadow (Store 6102), and it has been the worst auto purchase experience of my life. Every single stage involved misinformation, missed commitments, misleading statements, and unprofessional service — all of which I have documented in writing.
The worst failure: CarMax sent me an outdated vehicle title for my North Carolina registration. A newer title had been issued in Connecticut on 5/19/26, but CarMax didn't even know it existed. I drove from New York to North Carolina — roughly 2,000 miles round trip — only for the DMV to reject the registration because of their error. CarMax admitted fault in writing, saying they "take full responsibility."
Here's what "full responsibility" looked like in practice. My actual damages: ~2,000 unnecessary miles on a new vehicle (miles that also burn through my 60,000-mile MaxCare coverage with no adjustment), fuel and tolls for the failed trip plus a second trip now required, missed days of paid work, and my transit plates expiring while they are delayed. Their offer: gas money and two oil changes. They also misrepresented my compensation request as a "first month's payment reimbursement," then denied that reframed version — a request I never made.
When I asked them to escalate, they handed me a 1-800 number and told me to start over myself. Only after repeated written demands did they open a Customer Relations case (#01014044). To this day, I still have not received the correct title or any update on it. Customer Relations has never contacted me, and my own calls and emails to CarMax have gone nowhere — no answers, no timeline, nothing. Meanwhile, my transit plates expire this month, and I'm left driving a car I cannot register because of their mistake.
CarMax says one thing and does another, consistently. Apologies in writing, inaction in practice. If you're considering an out-of-state purchase or anything involving a title transfer, do not trust this company to handle it. I have the entire paper trail proving everything stated here.

Straight forward transaction without high pressure. My only nitpick is the delay in shipping the car from Ft Worth, TX to Shreveport, LA. It took longer than they estimated and had to re-evaluate my trade as the offer expired before the car arrived... Other than that hiccup everything else went smoothly. I actually had my plates in about ten days where it took almost 2 months from my local dealer when I purchased from them.

For a company that claims to offer nationwide access to vehicles with "zero hassle" service, I was very disappointed with my experience.
I've purchased many vehicles from out of state and had them shipped to Alaska. The process is usually straightforward: the dealership overnight-mails the paperwork, I sign it and send it back the same way, then I hire a transport company to pick up the vehicle, deliver it to the Port of Washington, and ship it to Alaska.

CarMax, however, required me to fly to Washington, sign all the paperwork in person, personally take delivery of the vehicle, and drive it off the lot. There was absolutely no flexibility in their policy, despite explaining that I live in Alaska.

Even more frustrating, the advertised price wasn't the actual price. After dealership fees, Washington state fees, and other charges, the $16,000 vehicle I was considering was closer to $19,000. Add in the cost of airfare to Washington, transportation, and a return flight home, and the deal no longer made financial sense.
If you're an out-of-state buyer especially from Alaska be aware that the buying process may be much more complicated and expensive than the advertising suggests.
No thank you, CarMax.

Our sale rep Alex was personable and knowledgeable on everything CarMax had to offer. We were very pleased with our experience too to bottom.

I was greeted at the door and treated so patiently and kindly by Mamadu Bah that I bought the car, the extra coverage and took the loan offer as well! I received an adequate amount for my old car and it was wonderful to have it all said and done in a day! Carmax made my experience very clean, efficient and drama free. I am very grateful.

Every step was easy and clear, communication was great. I got my offer, made my appointment, got a call for documents I would need to bring and was able to pick my car online with clear pictures and descriptions! I also feel like the offer for my trade in was very fair.

The customer service rep Ali was great! Very helpful and very thorough with explanations of everything!

We had an amazing experience at CarMax! Charity, who helped us squeezed us in even though they were busy, and we really appreciated it. She took the time to explain the coverage options they offer, answered all of our questions, and made sure we understood everything. She got all of the paperwork done in a timely manner, making the process smooth and stress-free. She also went above and beyond by offering my two little kids coloring books and toy cars to keep them entertained while we waited. Her kindness, professionalism, and excellent customer service made all the difference. We highly recommend CarMax!

If I could give zero stars, I would. CarMax has put me in a horrific position through sheer incompetence and borderline criminal business practices.
I traded in my 2024 Honda Civic Hatchback Sport and purchased a vehicle here. Before I could even drive it home, CarMax staff crashed my new truck. They stuck me in a loaner, and weeks later, handed me official paperwork certifying that a brand-new OEM door had been installed. They lied. Upon inspection, the work was never done—the original damaged door is still on the vehicle. Falsifying repair documentation is fraud.
To make matters worse, they shorted my Honda trade-in payoff by $528 after I explicitly made my regular car payment to avoid a late fee, leaving me financially exposed. Their solution to crashing my truck, committing paperwork fraud, and messing up my trade-in payoff? A pathetic, insulting offer of $1,000.
I am an insurance professional. I am currently paying insurance on a truck I do not possess because of their gross negligence, while they hold my trade-in. If the Location General Manager does not contact me immediately to fix this disaster, my next steps are filing a formal claim, letting my carrier subrogate every dime of repair and rental costs directly against CarMax’s garage liability policy, and taking them to small claims court for the full diminished value of the truck.
Do NOT buy here. The service department is incompetent and deceitful.

They will offer you 10,000 below market. Run and sell somewhere else! Would never sell car to them!

I have purchased two vehicles from CARMAX. They have always been good to me and I have no issues recommending them. I will say, some vehicles are overpriced but they still have some good deals. The best thing they offer for sure is the MAXCARE. I have used it three times and its been great. Do not purchase a vehicle without it. The lots are huge and have many selections. You can also ship vehicles from other stores which is a great offer. Staff has always been friendly and helpful and all locations I have been to have been great.

CarMax Tulalip/ Marysville, WA
Went to this location on 6/15 strictly because they had a car on their lot I wanted to test drive and purchase. I already had my financing pre-approved via CarMax and an appraisal on my car done. I scheduled an appointment for a Test Drive so that they can be ready. Upon arrival around 11:15am, was immediately seen by Isabelle, whose manager told me was fairly new. Fine, I felt like I was there to buy, it should be easy. It took 20 minutes just to get into the car for a drive. I even left her to look at the car while she got the paperwork together. But it was the longest I had to wait out of the 5 other CarMax dealerships I had visited before. Short test drive later and I'm ready to purchase. I let her know I had a work call to take, but she was busy getting paperwork together, so all was well. I took my call at 12:30pm, ended around 12:50pm. Still working on paperwork, fine. I was in the dealership until 3:30pm. I could not understand why. When I mentioned my frustration to the manager (Oscar) he told me that he was aware and that he can offer me an oil change to use in the future. The whole time I was waiting, there were several colleagues at the Front Desk socializing loudly, which did not make the experience any better. I tried to sit in that area to charge my phone as instructed, but could not handle the noise and blatant disregard of a customer who has been sitting and waiting for hours for paperwork. There was another customer at another desk, sleeping through his process. I believe he arrived after me and was able to leave before I did. After all this, the excitement for my new purchase was definitely gone. I was hungry and aggravated and just ready to go home. I told Oscar I would follow up with him later as I didn't believe discussing service recovery right then and there was a good idea.
The next day, I returned to this location to retrieve items I left in my trade-in. I also asked them to check an oil level error message I was seeing. I arrived around 11:50am. Around 12:40pm, I was told that they would like to do a full oil change to make sure that the levels were accurate. I was quoted a 30 minute wait time. I was there until about 1:30pm. They did give me vouchers for a future oil change, but with this Mercedes, the Services are once a year with a whole slew of other checks that need to be done.
I wrote an email to Oscar on 6/18 recapping the experiences and asking for a reimbursement of a pre-purchase inspection that would equal to around or less than the 2 oil changes and 2 meal reimbursements the team was offering. I have yet to receive a response.

Appointment was made for 5pm and we didn't sit with an agent until 6pm. no offer of beverage or snack during this wait time. Got to go out in lot to look over the car. Agent who sat with us was valiantly trying to help but encountered numerous computer glitches. Also had to try to prove funds availability after banking hours. I thought all my pre-purchase, trade in of my old vehicle would save time, but it did not. We had to go through the procedure again. This was our second car purchase through Carmax, yet it went much slower than the prior event. We did not leave with the vehicle until 9:30 pm. There was no owners manual in the car. We were told we could order one and Carmax would reimburse that expense. We did, and Carmax did! We were told to go to Ford to get a duplicate key. We did, and they said we had to go to a Ford 'DEALERSHIP' (not Ford the website) to get one. After a week of driving the new car, I'm noticing a bit of vibration at certain speed limits which could signal a tire imbalance issue not noticed during the test drive.

The prompt suggested that the experience was "great." I wouldn't use that term. Things about CarMax:
1) Their cars are overpriced.
I get their strategy (there's no haggling with a salesman "talking" to the Sales Manager while trying to get the most money possible out of you), but the cars are still overpriced.
2) Their trade-in offers are crap. Just unbelievably low. They offered $200 for a used car in great condition. It is worth, for sale by owner, about $2500 - $3500, according to my mechanics. The Mercedes is just an older car they didn't want. Just saying, there's "low" and there's "insultingly low." CarMax falls into the insulting category.
3) If the car you are interested in (and you can reserve a car for 24 hours (plus for them)) isn't at your local CarMax, they will ship it to a CarMax near you - for, naturally, a fee. You have 5 days, once at the new location, to test drive the car.
HOWEVER, this fee isn't refundable if you buy the car! To ship a car 200 miles (in my case) was $149. The cost goes up by $100s from there. First, you want me to buy an overpriced car and the you add MORE costs? This is not a "great" experience. It almost cost them a $27000 sale.
4) The listed, all-in, (implied) posted price is not the full price. Our car cost almost $1k more than the listed price (and no, we did not buy extended warranties.).

Those things being said, the staff are unvaryingly nice, but could use a few more customer service tips. They are easy to talk to and follow up well (points for them). I was accompanied by my 94 y.o. mother who was recovering from surgery. At neither location did the employees offer her a bottle of water (it was 96°F (36°C)) despite the lengthy time we were there (points off).
Bottled water was available, but we had to look for it.

Finally, why did we buy at CarMax? My BIL found this car within a day of my mother mentioning that she was thinking of selling her Mercedes (which BIL had given to my parents after buying another car). I had never considered that particular brand, but he passed it on all counts (reliable, many safety features, met our needs, quite new). In the end, CarMax had a car that met our needs, there was no haggling involved, and the higher price fortunately was not a factor, although that transportation fee almost cost them the transaction.