First and most important- THE SALES GUYS ALL MAKE A SET SALARY...this wway there isn't a douche bag salesman making who knows how much from the deal! I requested a specific truck so they drove in 3 to choose from! This place is awesome...I took the truck back two years later and they replaced motor mounts for the $100 deductible which saved me $900. Full synthetic oil changes for $30 Highly recommend for buying a car. read more

I've bought 5 cars over the years. I bought my 6th this past Saturday at Carmax on I35 just north of Parmer. It was a great experience. I really like the no-haggle approach to buying a car. Could we have gotten the car for a few dollars cheaper if we haggled with an individual or a used (sorry....pre-owned) car dealer? Maybe, but I negotiate for a living. I don't want to have to negotiate on the weekends too. Brian was our salesperson. He's was courteous, knowledgeable and helpful. Service people and finance people were great too. To show how great Yelp is, I found about a service called Auto P.I. through positive Yelp reviews. Based on the positive reviews, I scheduled them to look over the car we bought. There were a couple minor things that needed to be addressed which Carmax is taking care of at the time I'm writing this review. The $139 we paid Auto P.I. will more than pay for itself with the work Carmax is having done to make the care 100% ship-shape. I would definitely recommend Carmax to anyone who wants to make the car buying process as streamlined as possible. read more

We have purchased our last 3 vehicles by these folks and referred several others, all with great results. I cannot stand traditional dealerships. I don't like dealing with the "going to talk to my manager" and "we just can't do that" and keeping you there for several hours. I'm there to buy a freaking car, not play a game. I know some people like it, but having worked in the industry many many years ago, I refuse to deal with it. I'd rather walk. Today, we went in with the car we bought from them six years ago as a trade in, they gave us a fair value for it (especially considering it needed a new transmission!) and they sold us a great 1 year old van for a fair price. No haggling. The sales guy was able to focus on what we needed, what add ons we wanted and told us straight up what was worth buying and what wasn't. Didn't pressure us into getting things we didn't want. Honestly, they don't have many new cars, but I don't care about new. I care about getting in there and out of there with a car and without a headache. We were out in under 2 hours with a great van for a great price from a super nice sales person. This is the ONLY place we will buy a vehicle from anymore. No games, great service and good folks. Highly highly recommended. read more

We looked at a Tahoe LTZ and were not impressed with the "service" department. On our test drive as soon as we began to accelerate the vehicle pulled to the right. "Oh don't worry, you have a 5 day money back return policy we'll fix that alignment". We get back to the dealership and I ask for a list of things that were done to the Tahoe to make it ready for sale. At OTHER dealerships it often included belts, alignment, fluids, etc. Come to find out they don't do *anything* to the vehicle once someone turns it in. They give you the 5 days and if you find it awesome. If you don't well that's pure profit to them. Such BULLSHIT! The rotors had MAJOR grooves where they obviously hadn't been resurfaced but I was told "they fall within our standards". Well they don't fall within mine! To top it off the finance guy is basically a liar. He told us, "no problem if we run your credit and you don't want the car..another hit from another company within 30 days won't count". More bullshit, every other dealer thought that was just hilarious. I didn't!! read more

Carlo in the service department is a shining example of what GREAT customer service should be like. My brake booster failed and he took the time to get me in quickly and recommended that we take our EDGE to a Ford dealership because we were still under the Ford warranty. Maxwell Ford can't see my SUV for well over a week so BOOM, he makes a call to the Ford Dealership in Georgetown and we're IN LIKE FLINT. Call THIS Carmax first and save yourself a lot of time and trouble, it's worth the extra drive and ask for CARLO! read more

TL;DR: This Carmax is legit. Christopher S. is an amazing salesperson - GO SEE HIM. I adore my new vehicle. First, I think it's important to mention that after almost 19 years in the same vehicle, it was stolen. Needless to say, I was crushed. I really adored my VW Cabrio. After getting over the shock, I decided to look around online for a new, gently used car, possibly another VW. Instead, I came across a MINI, located at this Carmax in Austin, TX. I fell in love again. I am currently in Chicago, but I go back and forth to Texas; therefore, I called the Austin Carmax. I was greeted by a Christopher S. I explained my situation and the car I was interested in and he told me he could hold the car for a couple of days until I was back in Texas. Fast forward: Christopher kept in contact with me the whole time and the day prior to my visit, we decided to get all of the preliminary paperwork out of the way over the phone (but I was still NOT obligated to purchase the car). The next day, ON HIS DAY OFF, Christopher met me at Carmax, we test drove the MINI, I fell in love all over again, and I purchased that car in under 2 hours! Needless to say, I highly recommend this Carmax and Christopher. PS: If you decide to buy a car here, have Donna-Jean do your paperwork. She's efficient and funny! read more

Yesterday we went with our son and his girlfriend while they shopped for a new car. He went by a dealership and received the usual game playing on price. We left and tried CarMax. It was a totally different experience. No game playing at all. The saleslady Justine Flores went out of her way in customer service. From walking in the door, test driving, approval, paperwork, and drive out w/full tank of gas......about 2 hours. Fast, friendly, and NO HASSLE service. CarMax is the place to go for buying a car read more

Mediocre pricing. Undervalued my trade in. I paid cash and my title was never sent to me. I called and they said the address had been entered incorrectly by the DOT. I asked them to send me a new one, after repeatedly trying to make me to get one myself, they said they would set it up and call me back if they needed anything. Never received my title or a call. This was approximately 2 months ago. *Edit: never received any further contact from carmax. I went to the DMV and paid to get a duplicate title made* I wouldn't recommend them to anyone. read more

I've purchased two cars from the North Carmax location in the past year. Both vehicles I found online and then paid to have them transfered to the North Austin store. The process is easy and the customer service is excellent. Their website is very easy to navigate and browse to the type of car you want. They update it daily and it contains cars from across the nation. One of the cars came to Texas with a few issues that the North Austin store happily fixed asap for me. Even looking on the sales lot is a painless process. No high pressure tactics at all here. They are truly interested in getting you what you want and helping you in any way. The service department is also excellent. James, who works in service, provided the best customer service and follow-up of most mechanics I've used. I've had many bad experiences throughout Austin with car shopping, and I must admit I highly recommend this Carmax to anyone I know that's in the market for a used car. As a sidenote, I also had one of my older vehicles evaluated to see if they would buy it. They gave me a fair offer considering it's age and body shape in a pretty short amount of time. Although I passed on selling it to them, I appreciated their effort. read more

I bought a mazda pickup from Carmax several years ago. It was in excellent condition and priced at blue book "good" condition. I've had 0 problems with the vehicle. Well not exactly zero, it got hailed to hell in the last big storm. For that i totally blame carmax. Good thing is insurance cut me a big fat check and since it was a training car for my kids I didn't get the dimples removed. What they heck, they're kids? I've also had a friend sell a car to carmax, got a great price from them and no hassle. The negative is the car she sold them had a host of mechanical issues so unless they fix those issues the person that buys the care will be in for a surprise, like when the IRS calls you up, or one your psycho ex girlfriends calls you sort of surprise. The buying experience was great, easy, efficient and no car buying B.S. I wish they sold new cars, better than almost any dealer I've dealt with. Highly recommend. read more

Sold my 2005 Toyota Tacoma to CarMax today. They gave me a good price on the trade in. I came in for the appraisal in the morning on a weekday and they had my appraisal done on about 30 minutes; the sales person Julio was most pleasant. I stopped in later in the afternoon to sell the truck. It could not have gone more smoothly. I was done with the transaction in about 30 minutes; again a most pleasant woman helped my sign the papers and gave me a bank draft for the amount that was agreed on in the morning. Good job CarMax. read more

I've bought two cars from Carmax north. Both have been wonderful. The sales staff are friendly and professional. The service department is also staffed with friendly and professional folks. The prices are given up front, so there's no wondering what you'll pay. My only complaint is the service dept is not open on weekends, so when you want an oil change or maintenance (to keep your Carmax warranty valid) you have to take off work to go during the week. read more

I was really nervous about going here to purchase my car but it seemed like it would be an easy and painless process so I went ahead and did it. I had my guard up the entire time and all of my questions were answered. I called and was able to find, what is now, the perfect car for me and secure financing. I was assisted by Jeff Johnson who went above and beyond what I ever expected from a sales consultant. My car was delivered in the time frame he stated and the whole process was very easy. I drove home with my car the same day. I purchased the car of my dreams at the price I wanted without any pressure, the way car buying should be. I also sold my previous car to them which I had to have towed to them (kind of embarrassing but it happens) and I didn't expect much from it. Actually if they had laughed in my face and said I owed them for it I would not have been surprised. However I did get a good amount of money for it and I was happy. I had a couple of minor service issues with the car and they took care of them right away and no charge to me. If you do your homework and are smart you can have a pleasant experience here too. read more

Carmax intentionally low balls people when they go sell there car to them beware of this and when I went to get my car appraised for selling the worker at Carmax doing the appraisal scratched up my car and damaged it. Then said because of the condition of the car that is why the appraised price was low. Take it from me do yourself a favor and sell the car on your own use Facebook marketplace or newspaper or anything but using Carmax they take advantage of sellers by low balling you and according too a relative they sell crappy used cars that breakdown soon after purchase beware. read more

These guys suck at selling cars. I test drove a decent example of the car I ultimately bought with a salesman who shall remain nameless. This is a sporty roadster who's whole reason for being is how it drives. The salesman, who seemed mildly annoyed by my presence and even more annoyed by my request to test drive, rode along and did the same Howard Parmer single loop that I've read in other reviews. I learned nothing about how this car drives and came away thinking I didn't like the car. Incidentally, a test drive at an independent dealer a week later with the top down and no passenger really let the car shine! That, on top of the price premium on everything they sell, for cars that are no better than their cheaper competition, really puts them off my list permanently for car buying. And as far as no-haggle pricing, any car dealer can be no-haggle. You make an offer for the car's selling price, and if they take it, you buy the car. If they don't, leave! I don't see how this is hard... read more

I've used these guys several times and don't understand the hate. They offered almost double bluebook (7k) for my 07 Hyundai SUV with 86k miles; and made the buying process easy, like they always do (if you get a salesperson that knows their salt and the ins and outs). I worked with Ashley in sales, and she understood the neat tricks of the process - i.e., getting the car to prep asap so we could do an extended walkaround while it was free of regular Austin dirt; found several blemishes - and had the on-site body shop buff out the scratches that I frankly didn't see myself. Their pricing is competitive - a tiny bit above KBB, *if you know how depreciation works* and which models are more prone to market factors. Pricing on a Honda Civic likely won't be as good a deal, as are common Texas SUVs (Tahoes, etc.). I did however, find a loaded 08 Mercedes CLS 550 for about the price of a new Toyota Camry, so gems like that are out there. Lastly, nothing touches the ease of underwriting and coverage of a MaxCare warranty. I have service writer friends back in California; they'll cover stuff that typical extended warranties don't; especially on luxury cars. http://dougdemuro.kinja.com/why-your-next-unreliable-luxury-car-should-come-from-ca-814250605 tl;dr - don't approach them like a typical dealer and you'll be surprised how solid and easy this entire process is. They're like WalMart's good twin from a parallel dimension, but for cars. PS: Don't buy anything German out of the factory warranty without their MaxCare warranty. I am telling you out of experience. :) read more

I went to Carmax after I totaled my car. I needed a car Fast and I knew exactly what my non-negotiables were. I made a phone call and told my sales rep exactly what I was looking for. We made an appointment and when I arrived at the dealership he had my car waiting for me to test drive. It was everything I wanted and more! I test drove it, filled out paperwork and drove my car home that night. The whole process took less than 2 hours! read more

We've bought at least 2 vehicles from CarMax and love the selection and customer service but in the last week we've left 4 messages regarding our vehicle's warranty (that we purchased from them) and have heard nothing from them. We'd like a call back please! read more

I have to be 100% honest. They sold my husband a truck that turned out to have LOADS of problems...with that being said i'm basing my review on them BUYING my car only. I was in and out in 30 minutes. As soon as I walked through the door a guy asked how he could help me. "I want you to buy my car" Sales guy "We can do that. Come sit down and lets get started" im thinking: oh crap...here we go with the long winded BS 'hey want to buy one too?' ugh Sales guy "Ok, so I just need a little info and your drivers license" "Ok" ...we make polite conversation and suddenly he stops typing and looks at me... Sales guy "Ok, all done. Someone is going to look at your car real quick and then we'll have an offer for you" So 10 minutes goes by of more small talk (he's a fellow Chiver for all you Chivers out there. KCCO!) and he says "Ok, looks like we have an offer for you. It's $blah blah blah" I secretly jump up and down in my mind. Five minutes later I left CarMax with a fat check and no car. The experience was literally money. read more

CarMax North is the worst place to go I will never buy a car here again this my second time coming to the service department and each time it's a issue I call and ask could I bring my car for oil change in get there in they tell me they book read more

I went to few dealerships in Austin to sell my car, they all provided bad customer service and were really dishonest. I had an amazing experience at Carmax with Burel, and later with Michelle, the process was easy and FAIR, great place, must stop when you are buying or selling! read more

Great selection..no major setbacks... No haggling...Any issues were taken care of. Salesman was grumpy and lacking people skills but the overall experience was really solid. read more

I purchased a 2006 Murano outright a year and a half ago and have had to have it towed 4 times, in the shop a total of 8 times. I have had gas leak out from underneath the vehicle, engine flood due to faulty seals, engine mounts break lose etc. When I asked them what they were going to do to correct the situation they responded "You can bring it in for a trade-in appraisal". Wow, thanks! Isn't that what you would do for anyone? Completely ridiculous! read more

I have been the most skeptical person in the world when it comes to buying a used item. But CarMax North Austin changed my mind 180 degree. I really really liked this location - I checked out the South Location. While I can't pinpoint what it is, but I liked the North location so much better than the one in the south. (I live in Rollingwood, so the north location is much farther from me). I was shopping for a high-end car this time (I saved 11 years for this!) and looking back, I was so fortunate that Chris Dunn was available right when I walked in. He wiped out all of my prejudice and stereotypes of a "car sales rep" entirely. He was extremely knowledgeable, and was able to answer all questions I had. I noticed he was highly sought after when I walked in, because a second after I shook hands with Chris, someone walked in asking for him. That guy did not seem to know Chris because we were standing right in front of him. It was obvious that the word of mouth on Chris got him to CarMax. Chris was not pushy at all. He just had all the information I was looking for. I explained what type of car I was looking for, and he did a detailed search for me. They had the exact car I had in mind (with all the options I wanted) in Houston, and he got the car transferred from Houston. He added, "don't feel pressured - we do this all the time. You don't have to purchase it. I will update you when the car gets here, and come out and test drive it." His update was very timely but not intrusive. Oh, boy, that was a dream car at the price I could afford. Chris explained all the warranty options available, what is included, and what is recommended for the car. This location rocks. I would use this place again for my next car. read more

Joe was absolutely perfect. He never asked nosy questions, any car I wanted to drive, he happily let me drive. He was very helpful throughout the whole process. They had a great selection of cars at a very reasonable price. Because I'm divorced we had to figure the legal aspects of a divorce decree, but he kept me in the loop and answered all my questions. Very prompt guy. Would definitely shop here again. read more

CarMax - Used Car Dealers Near Me - Austin, Texas

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I was so excited at the beginning when I was pre-approved for a 2018 Ford Explorer XLT. This was a really nice SUV. I got a call back from an agent and started the process. I gave all my personal info and my credit was run. I was approved by a finance company with a decent rate and down payment. I was told that all I needed to do was go in with my insurance, proof of residence, proof of income. I got all my ducks in a row and proceeded to go in and get my (new to me) SUV. Once I got there I sat down and from the start it seemed that I was being asked all the same questions that the first person I talked to. After a while I asked "isn't all this ready to go"? I was advised that once we can verify everything we will run it through the finance company again..... WHAT? So why was my credit hit on the first initial contact if I needed to come in and do it all over again? Whatever.. I provided my check stubs (hand written), insurance, 3 months of bank statements, and a utility bill for proof of residence. I was told that my proof of income was insufficient due to them being hand written checks and that my deposits of my payroll checks were noted as a mobile deposit. ?????? After 2+ hours there I was told I needed to get a year to date earnings with salary info from the companies accountant AND have the new car listed on my insurance (a car that I don't even have in my possession). So I leave and I get what they requested the following day and return right after work to get my new car. I get there and the year to date earnings statement that I provided still wasn't good enough to PROVE that I was employed. WTH!!! At this point I was at my wits end and ready to just walk out. After another 2 hours I was told since my bank statements only show a mobile deposit and I have hand written checks I should apply AGAIN as a 1099 contractor. (SECOND CREDIT HIT!) WHAT!! They want me to lie about how I make a living???? At this point I said what the hell. They run it and go off the NET pay from the deposits and not the GROSS pay, which is less of course because taxes are out. So now it seems that I make less money to the finance companies. The offers come back with significantly higher down payment and APR. I said that's it! I advised them that this was the worst experience ever when buying a car. It was easier when buying my HOUSE!!! I asked for my $99 refund for shipping the SUV that I really wanted to go home with. And walked out. So all said and done my credit was hit twice, spent hours waiting and left empty handed. I honestly think there was something else going on in the background. It was like no matter what I did that they requested it was never going to be enough. After really thinking about it it seems that the online part of this entire experience was the hook to get me in there with the expectation that everything was approved and ready to go. All I needed to do was show up and provide the info they needed, find a problem, keep me there, and try to sell me a car at a higher price. I will never attempt to buy a vehicle from this company and will tell everyone I know about my experience. My next step is to see how far up the ladder I can get to talk to someone to let them know how Awful my experience was. Especially when I had the credit, down payment, and ability to purchase this vehicle. All because of my HAND WRITTEN PAYROLL CHECKS............. read more

Appraisal, & Test drive process, Good. Took 11 days for transfer. Business office is the worst experience I have ever had. Almost 2 hrs waiting to sign papers. Either not enough people or their process is broke. read more

Hey Carmax - aren't y'all in sales? Because the guy who "helped" me today was less than enthusiastic. Despite having an appointment, he let me know that he was "juggling several thing". He also complained about taking me out on the lot... because it was hot (in Texas, in summer, I know), and again -juggling things. Finally, he asked if I could come back on not such a busy day, "like, not a Saturday, because it's just too busy". Tom at VW was happy to get me into a new car today. Be like Tom. read more

I bought a buick from them. On day two the car broke down. I took it in and told them what the problem i was having they said it was'nt anything wrong. I told them they better check again because it was. So they said it was something to do with the AWD drive got it back that Friday and Saturday several lights came on in the car. I have to take it back this is sad for this car to be so damn expensive and not in working order like they said it was. I would not recommend. read more

Misleading information about a vehicle we had brought from another of their locations. Poor customer service

My experience at CarMax services department was a pleasant and comfortable one. The employees were right on point with my vehicle. They explain everything into a full detailed about what had happened to my car as a professional. They guided me to my car and to make sure that I was okay with their services. Thank you CarMax and all the employees. read more

CarMax - Used Car Dealers Near Me - Austin, Texas

Service at this CarMax has gone down dramatically. We went through the process of putting a Range Rover on hold. The first time we were able to go in to look at the car and possibly test drive, if interested. The sales person indicated that there is a rigorous long process to test drive. We didn't have that kind of time that evening. My husband found another car that he requested to be transferred. CarMax followed up with several emails and calls asking lots of questions that you already answered as well as questions that did not need to be addressed at the time. It seemed like they were trying to avoid doing the transfer. Once the transfer date came, no one reached out about the car coming in. My husband went to CarMax but no one could find the car. My husband called the customer service manager to share the experiences. They indicated they would follow-up with the people involved and would get back to my husband. Put it this way, the customer service overseer wasn't any better. No return call. We were finally able to go in to look at another car that we put on hold and was interested in test driving it. The rigorous process that was mentioned by the previous sales person is nonexistent. The first sales guy was either lazy or assumed that we couldn't afford the car. We test drove the car, loved it, and wanted a quick wash so that we could see all issues on the outside before we buy, since it was dirty. The sales person was going to take it to the back to get it washed. On the way to the car wash on their lot, he had a minor accident that damaged the car. I can't explain the disappointment because we were ready to buy, if all was well, after the wash. Well while we looked at the damage we noticed another Rover same make and model that we were interested in. It was already on hold and we were told that we would have to purchase that night if we wanted it. We didn't want to rush this transaction because we had not driven this one. We called the next morning to go back to test drive and then purchase. We were told that that the car was back on hold but we would be contacted after the appointment time (2 days after) of the other interested buyer regarding whether they purchased or not. We were also told that the car that was damaged would be repaired and if we were still interested, we could buy, after the repair. Two outstanding issues: 1) No follow up about the car on hold (it still indicates on hold today) so evidently the person that came in, did not purchase and we were not contacted 2) we inquired about how long it would take to repair the other car. This salesman has not contacted my husband one time. My husband reached out to him several times. It has been 6 days since all of this happened, no return calls. Today, I called no answer when using prompts for operator; sales; or business office. Phone rang 10 times each. North isn't worried about providing good customer service. I guess their volume of sales is more important. They only greet customers when you are checking in for an appointment. Otherwise, all of them walk past without saying anything. What's wrong with saying hello to people. Geesh! read more

This is for the servicing department: I had to bring in my Mini Cooper within the 30 day warranty after I bought it because of an issue with the driver's side window. In addition, it was discovered that my new car also couldn't pass inspection because the windows were too tinted. Not only did the Carmax service center address these problems, but they did it for absolutely FREE! I was called daily with an update on the service to my car, and everyone was very friendly and clear. I would highly, highly recommend getting your car serviced here. What's more, it's nice to know that Carmax honors their 30 day warranty when you buy a car from them -- no messy paperwork, not endless phone calls. If there's something wrong with your car, they'll fix it. No questions ask, no money exchanged. I'm a very satisfied customer, and it's nice to feel totally comfortable and secure in buying a car. read more

I have been very happy with the 2000 Volkswagen New Beetle I purchased at Carmax Austin North. Yes, I probably paid more than I would have from a private party. But I was burned buying a car before from the classifieds that turned out to have major mechanical problems. My beetle has had some problems, typical of this model, but the Carmax warranty has been great: I have only paid $50 to fix major components requiring new and expensive factory parts. read more

I was actually referred here by the BMW dealership to see what I could get for my truck. Originally the BMW dealership offered only $13k for my truck and then upped it to $14, but I figured I should be able to get at least $15 or $16k for it. Carmax came back with an offer of $16k on the nose. I was super thrilled! The process was also pretty easy. Brough my title, they filled out some forms and had me sign a thing or two, handed my my plates and check and I was out the door. read more

My wife and I worked with Ken and Cheryl. Both were awesome. We test drove a couple cars and settled on a Kia suv. When we test drove it, we discovered the driver's side seat heater wasn't working. It took a few days, but they got it fixed. Cheryl was great about keeping me in the loop with phone calls and updates. We were going to trade in our old Kia, which they quoted a good price on, but ended up taking advantage of Henna's deal of offering $500 more than carmax. So we got an extra $500 (to buy some accessories.) Overall we're very happy with the new-to-us car and Kia in general. The first Kia was great, got 113k miles out of it and I'm sure someone else will get many more. Our new(er) one still has about 3 years of the factory warranty left which is great. This is the 2nd car I've purchased at carmax and continue to be happy. As far as pricing, we shopped around at other dealers, even kia dealers. This particular one had some options that other used ones didn't have (back up camera, heated seats, fog lights). Other dealers wanted 2-3k more for a similar car with the same miles, but less features. Probably could have haggled elsewhere but this really was a good deal. We did our research, stuck to our budget, got a great car, and have no complaints. Can't do better than that. read more

Love the service and the car I wanted. Very easy process, done right. Would recommend to anyone.

I found the car we wanted to buy. A 6 cyl. Chev. Equinox LT, Red. My wife picked it out and it had to be delivered from Fort Worth and it would take about a week. The car came in WE LOVED IT. Just what we wanted. Got all the paperwork sign and the loan approved. I took the car then to my man that works on them and he said GREAT 4 cyl. car. WHAT 4 cyl, all the paper work, every one at CarMax in Fort Worth and everyone at CarMax North Austin said it was a 6 cyl. RETURNED THE CAR!! By this time my car I traded in was gone and we started to look of another 6 cyl. Chev Equinox LT, Red and only found one in all of Car Max stock. We are waiting now to see what this one is. Sure hope they will look it over before we sign all the paper work. read more

If you want a good car for cheap this is the place but if you're looking to get a car relatively fast (and I'm talking 8 hours minimum) then this place is the absolute worst. Not only did it take me a whole day to get the car they apparently forgot a whole other set of paperwork for me to sign and they aren't at all accommodating for your schedule. Not only that but they will continue to contact you after getting your car for weeks after the fact with stupid excuses. I've gotten a call every other day to take a Survey and because I didn't take it they're now telling me that if I don't I have to give back the car? Like in what world does that make sense? This place is awful and has made me regret getting a new car so please for your own sanity go somewhere else. read more

We bought our van from CarMax North Austin 3 1/2 years ago and have had issues with it since week one of ownership. In the last 3 1/2 years it has been in the shop 18 times for 34 different issues. We had just gotten it back 3 weeks ago because they had to replace the cooling fan, and then a week later I was driving 70 down IH-35 and the rpm's shot to near 7000! I could not accelerate without it shooting up so I had to coast to the next exit. I was done...we purchased the extended warranty but each time we had to take it in for a new issue, it was a $250 dollar deductible. We had already paid $2,250 dollars in deductibles! I called CarMax and spoke to the service manager Alex and these were my words as I was crying out of frustration. "I am broken down on the side of the road AGAIN with transmission issues. I am having the van towed to you and I don't want it back. I will not put another dollar into it and you guys need to make it right! I want my loan paid off and I want a new van." Of course he said he doesn't make those decisions but he would get with the "up and ups" and get back to me within 2 days. I had my 17 pages of service records, and I was ready to hire an attorney if I needed to. I immediately had family and friends begin praying for the resolution I had proposed to him. I had a sense of peace come over me and I immediately relaxed and didn't feel like I was going to need to fight even though I knew how upside down we were with our loan. Matt Kelch from headquarters emailed us ensuring us that all the right eyes were reviewing our records and if there was anything we needed to just reach out. 2 days later, Zach, the operations manager of the North Austin location called. "Hi Mrs. Bunton, we have looked over all of your service records, pulled your pay off amount from the lender, had an appraiser do the appraisal, and UNFORTUNATELY the van values for about $5,000 to $6,000 less than what you owe...........what felt like the longest pause of my life followed that statement......."BUT, you don't need to worry about a thing, I am going to take care of that for you!" Y'all they did it!...they paid off the entire loan and I picked out the van of my dreams! Another miracle then happened. The van I was getting was at their McKinney location and they had to ship it. During those few days 2 more people from Corporate called just to make sure I was being taken care of and to see if I needed anything. Their customer service TRULY impressed me! When I found the van I wanted on the website, it had 1000 miles on it. Once the van was transferred I sat down with Susan Pruett, the sales rep to finalize everything. She sold us our last car for my husband last year and she is AMAZING! She said..." MAN, you won't go wrong with a van with 168 miles on it." EXCUSE ME I replied. She said, "oh yeah, the lowest mileage we can show on the website is 1k but this van actually only has 168 miles on it." Y'all I lost it! I have NEVER owned an actual new vehicle and this one God literally made possible. I am now the proud owner of a FULLY LOADED, 2019 Honda Odyssey with 168 miles on it. All I can say is...LOOK AT GOD!! Thank you to CarMax for the AMAZING customer service and standing behind what it means to take care of your customer. We will definitely be back for our next vehicle! read more