They were honest & transparent and saved my AirPods, 5 stars! ---------------------------------------- So I have sold three of our family cars at Carmax. I really appreciate their smooth, no haggle sales process. You get a quote online, you bring the car in (title in hand), and in a few hours, you walk out with your check and they even take care of notifying the DMV for you. Michael was a champ for the most recent transaction. But what really matters is what they do even when it's not transaction related. Turns out, I left my AirPods at the store from a few days ago. But sure enough, they saved it in their lost and found (i mean, TBH, how often does that happen?) Jay even helped write my name on the envelope so I could seamlessly retrieve it when I returned to the store. Thank you, Carmax! read more

Safety Concerns, Dishonesty & Total Lack of Communication Stars: (1/5) I am beyond disappointed with my experience at CarMax Burbank. I paid extra to have a Porsche 718 shipped from Colorado, expecting a "premium" vehicle that had passed their 125+ point inspection. Instead, I was sold a car with cheap after market brakes, bad rotors, and bad bearings. When I brought the car back because of a loud noise every time I braked, the service department made me feel like I was crazy. They confirmed they heard the noise, but because the brakes "hadn't failed yet," they refused to fix them. The Red Flags & Dishonesty: Hidden Repairs: Their official inspection report only listed an oil change. However, a representative eventually admitted to me that the brakes had been changed with cheap, non-Porsche certified aftermarket parts. * Mechanical Damage: My personal mechanic inspected the car and confirmed these low-quality parts were likely the reason the rotors and bearings were now making noise and failing to function properly. Using "budget" parts on a Porsche not only compromises safety but immediately devalues the vehicle. Safety Risk: My mechanic told me the car needed immediate repairs to be safe. CarMax's standard for "passing inspection" clearly does not meet the manufacturer's safety standards for a high-performance vehicle. The Total Lack of Organization: Lost Car: I dropped the car off on Thursday. By Saturday, no one knew where it was, even though it had been in their possession for two days. Incompetent Communication: After spending 1.5 hours waiting to sign the return paperwork, someone called me on Monday asking me to "pick up the car." No one talks to each other; I had to repeat the same frustrating story to five different people. Rude Service: Aside from Sophia, who was the only pleasant person we dealt with, the staff was dismissive and rude when we raised legitimate safety concerns. I wasted money on shipping and hours of my time. If you are looking for a high-end vehicle, do not trust their "inspections." They are willing to use cheap parts and hide it from the buyer. This was a complete waste of time and money. read more

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Carmax is not the company of old. No wonder they're getting lapped by their competitors. I made the mistake of not checking these reviews before selling my car here. Service here is terrible and inconsistent. Something I'm told will take 10 minutes then suddenly balloons to 90 minutes. Very rude business office too, as if they're doing a favor doing your paperwork for you. Never again. read more

1 star -- and that's only because zero isn't an option. Bought a 2022 Jeep Wrangler here two months ago. Was pre-approved with an appointment and still waited 5-6 hours while walk-ins were helped first. Didn't get the car until the next day. Day 10 -- car stalls on the freeway. I'm stranded for 3+ hours, nearly rear-ended, in real danger. CarMax's response? Dismissive staff who were upset I didn't drive an inoperable car back to the dealership -- an option that doesn't even exist on their website. The car got damaged during the tow and they won't cover it. Electrical issues since day one. Asked them to fix it during the service visit. Rep told me personally he took care of it. He didn't. Horn stopped working after that visit. Spoke to corporate twice over two weeks -- car still hadn't been touched. Asked for a refund, was told they were 'working on it.' Still waiting. The ONE good experience was an employee named Michelle. She was great. Everyone else made this process worse at every turn. Avoid this location if you can. Do your research before buying here. read more

Wow! The day of my appointment to pick up my car the vindictive sales manager cancels my meeting and reserves the car under another name so I can not access it. This is the fifth time even though I have been working directly with Dena and have been promised my meeting would not be cancelled again. I should have checked the reviews. I'll continue to escalate this through customer experience. These people gone the stereotypical used cars men a run for their money. read more

As a follow-up to my earlier review, I wanted to share an update. In addition to the cosmetic issues I originally mentioned, which were promptly addressed, I later discovered a discrepancy between the tire standards reflected in CarMax's public-facing 125-point inspection and the measurement process being used in practice. That is something I believe should be clarified for future customers. After I raised my concerns and provided supporting documentation, including Tesla's official OEM tire replacement guidance, management approved replacement of all four tires. Of course, I would have preferred brand-name replacements, but I felt this was a fair resolution and decided to move forward. To their credit, Manuel, Brandon, and the service team handled my concerns professionally, and I appreciate that management ultimately chose to make it right. My constructive suggestion is simple: CarMax should clarify the tire standards listed under its 125-point inspection so they accurately reflect the measurement process being used. That would help prevent unnecessary confusion for future customers. I'd also strongly recommend that anyone purchasing a vehicle take detailed photos of the car on the day of purchase, and again before any service visit, in case questions come up later. read more

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I have bought two cars from CarMax and I felt compelled to do this review because the Burbank branch has gone downhill. Came to test drive a vehicle and the salesman was so lazy that even after I requested to test drive by myself he couldn't bring himself to call my insurance. Lazy and cheap service. Might as well go to any other dealer at this point. Get a new manager and younger staff who actually wants to do better. read more

Worst experience I've had at a place like this. We had an 11:30 appointment and arrived early, were told we'd receive a call shortly, and ended up waiting over an hour with no update at all. When we finally went back up to check, we were told our name had been deleted after being "checked in," which makes no sense and shows a lack of organization. What made the situation worse was the customer service. The employee, Engy, was unprofessional and didn't seem concerned about fixing the issue. At one point she was just on her phone scrolling Instagram while people were still waiting. Meanwhile, other staff were standing around and no one was communicating with customers or taking initiative. It wasn't just the wait, it was the complete lack of accountability and respect for people's time. No explanation, no urgency, and no effort to make things right. Really disappointing experience and not somewhere I would recommend. read more

(1 star) Let me tell you a short story about a word. The word of the day is "can't." Last week we purchased a vehicle from CarMax in Burbank (Flower Street location). Before the registration paperwork was submitted to DMV, we needed our existing California special recognition plates assigned to the new car. A perfectly ordinary request. The paperwork hasn't been filed yet. Nothing was set in stone, or even in ink, because CarMax offers a 10-day cancellation window, and the DMV registration process doesn't even begin until after that period expires. We have two days left to return the vehicle and cancel the sale entirely. I went to the DMV first. They confirmed my request was simple, routine, and entirely within the dealership's power to handle. The DMV themselves couldn't do anything until the registration hit their system, which can take months -- hence the 90-day temporary registration and interim plate number they (Carmax) hands you at purchase. So I drove to CarMax Burbank, arriving shortly after they opened at 10AM, confident this would take five minutes. It did not take five minutes. The young woman at the front desk listened politely and then consulted the in-house "DMV associate," who offered a flat no with zero explanation. No reason. No alternative. No follow-up. Just: no, can't. (There's that word again.) I asked to speak with a manager. One emerged from behind her in the office area, where she and a cluster of employees had been huddled together, socializing, chatting, and laughing over their morning coffees. She was pleasant enough. But she also told me, with the calm certainty of someone who has never once checked, that there was literally nothing she could do. I had just come from the DMV. I knew for a fact this was not true. I told her so. It didn't matter. Here's the part that elevates this from frustrating to genuinely absurd: I was on day eight of CarMax's own 10-day return window. They don't submit registration paperwork until that period expires. The sale wasn't even "final." Apparently they would happily take the entire car back, unwind the whole transaction, process the return, and never blink -- but change a plate number on a document they hadn't filed yet? Oh no. That, apparently, was the bridge too far. Meanwhile, with her circular explanations in full swing and still not making sense, the back office had gone quiet. Every last one of them had stopped their morning socializing to stare at me -- the customer calmly asking the dealership to do its job -- as though I were the disruption. No one picked up a phone to verify what I was telling them. No one offered to look into it. No one so much as Googled it. I called the DMV afterward. The state representative heard CarMax's excuse and called it what it was: absurd laziness. She was frustrated FOR me. She said it was definitely NOT that they "couldn't" -- it was that they wouldn't. They just didn't want to redo the paperwork. So. While their mini-violins play, let's talk about CarMax's "customer journey." Shall we? With two days left on the return window, the purchase wasn't even complete, and already the post-sale "support" was nonexistent. The buying experience is all smiles and handshakes and talk of hassle-free car ownership -- whatever it takes to grab your cash. But the moment you need something that requires an ounce of effort from the people behind the counter? "Can't." And here's what CarMax Burbank should consider very carefully: if a minor piece of paperwork isn't worth their time while the sale is still provisional, it tells me everything I need to know about what service looks like once the return window closes and they have my money for good. That is not a relationship I am inclined to finalize. I have two days to return this vehicle, and I am seriously weighing that option -- not because of the car, but because of the dealership standing behind it. Or rather, refusing to. "Can't" is a fascinating word. It implies constraint -- forces beyond one's control, hands tied, options exhausted. But sometimes "can't" is just "won't" wearing a lanyard and a name badge, sipping coffee in a back office, waiting for the inconvenient customer to leave because they don't have the energy to work today but here they are. I'm escalating this to corporate. If CarMax Burbank cares about keeping this sale -- and they should, because I am two days from walking it back through their doors -- someone with actual authority and actual interest in doing their job will contact me today. Not tomorrow. TODAY. (Tuesday, February 10, 2026). Otherwise, I'll be returning the car and taking my business somewhere that understands the word "can" just as well as they've mastered "can't." read more

Bought a truck with a leak .. never got it fixed within 90 days ... had to go with my extended warranty and still can't find the problem... I have trash cars here read more

Sold my car recently and it was a pretty easy process. They were busy but the wait wasn't too bad. There's a process where you check in, meet with a sales associate, then the inspector. You meet again with the sales associate after the car is inspected and they give you an offer which is non-negotiable. They offered me a fair price and I took it. Once you accept the offer, you go to another section where you give them the title, registration and other documents. The last part before being given a check takes the longest and that final person is the person that enters the information and cuts you a check. Everyone was so friendly and efficient from the receptionist to the sales associate (not sure what their official title is). I would definitely come back to sell another car in the future. They seem like a legitimate place, unlike other places I won't mention. read more

CarMax - Used Car Dealers Near Me - Burbank, California

Bait and switch! How does a car go up in price $2000 in 2 days?! I test drove the 2023 Taycan in pic on Tuesday (66k) and wanted to go back and buy on Thursday and price went to new price! (68k) Unbelievable! What a scam. News to CarMax, only classic cars appreciate! read more

CarMax - Original price when I test drove car! - Used Car Dealers Near Me - Burbank, California

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Long wait times to sell your car but when they call you ask for Gregory in the business office-he's super smooth and quick 15 minutes & he'll hand you the check! read more

We had an excellent experience at the Burbank Carmax. Ask for Galo as he's very professional, knowledgeable and kind. We just bought our 3rd car from them and are very pleased. read more

So glad we went to this Carmax location, we've been to others but the service here was top notch. K.g was incredible and worked with us in a timely manner. Very happy about our experience here and would definitely recommend! read more

CarMax - Used Car Dealers Near Me - Burbank, California

I will let you know after the dealer lets me know if the car is under a warranty. If not. I'm looking into a lemon law case. Carmax wasn't helpful with this, it became my problem read more

Talk to them for two weeks , told my son lies !!! When he went in they didn't know what he was talking about after discussing over the phone , I guess lies to get him in , buyers beware read more

NEVER buy a car or get your car repaired here. I took my car in to get repairs that they said would take about a week. It took almost 2 weeks. Then I come back and the repair isn't done correctly so it's going to take another week. I feel bad because Rigo is trying to give me good customer service but his company is completely unprofessional read more

Since I had such a great experience with a Carmax by LAX from my parents car, we decided to come to this Carmax location to sell our 2002 BMW 325i. Upon arrival, Eliza, at the Business Office, took our name down and told us that our weight would be 1.5-2 hours and that we could leave the premises and return within an 1.5 hours. I double checked with her to make sure that nothing would happen with those one and a half hours, and she assured me that we would not be called until after then. So we decided to go to the nearby grocery store and within 10 minutes we got a phone call that we need to come back by the time my husband came back. Nicole said that we lost our spot and sent us back to the end of the line. Sulema was the only sweet interaction we had. Nemi-our signer. Since I had a good experience Chris and Matty Michael-manager Jessie-male manager read more

CarMax - Used Car Dealers Near Me - Burbank, California

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Bait and switch, offered us one price that dropped by $2K at the store. Also orignally offed to pick up the car from our home for $200 but then declined that option at the last moment? Employees were fine at the store, but CarMax has some shady practices otherwise! read more

Big shoutout to the team over at CarMax! Lydia, my sales rep, was absolutely amazing she made the car buying process seamless from start to finish. I shipped, tracked, test drove, and drove away with my Genesis G70 thanks to her smooth handling and professionalism. After a few days of daily driving, I noticed the transmission had a hard downshift. I did a little research and learned that the car has an adaptive transmission computer, so naturally I was concerned. When I came back to the store, Manuel in Service immediately helped out. He set me up to have the car looked at and got e a ride to work. I got a call from Julia who said they were having a bit of difficulty duplicating the issue but would be happy to send me on a test drive with the mechanic so we can get to the root of it. The technician and I went on drive where I was able to explain to him the issues I was having and once I said adaptive transmission computer he knew just what to do. The technician reset my transmission computer and now it shifts like butter. Julia also deserves recognition she was super accommodating and made it easy to get scheduled with the mechanic so I didn't lose time waiting around. If you're buying a car at CarMax, I definitely recommend working with Lydia. And if you need service, Manuel and Julia are the ones you want to see. They're knowledgeable, professional, and genuinely care about making sure you're taken care of. Now on to get the windows tinted. read more

We recently had the pleasure of working with Kumar Sajanani at the Car Max Burbank, ca location. I can honestly say the experience exceeded our expectations. What stood out most was his transparency and patience, he took the time to explain every process, answered all our questions without rushing, and made sure we felt confident and informed before moving forward. The entire process felt personalized and stress free, which is rare in car buying. If you are visiting CarMax Burbank I would highly recommend Kumar Sajanani. He truly embodies professionalism, kindness, and integrity. He made the car buying process not just easy, but enjoyable! read more

We sold our 2024 honda crv there...they gave us a very good offer, even though we weren't buying a car from them. Came back the next day, showed the offer and we were out the door in 30 minutes...nice experience. read more

Sold my car online. They offered me $4800. Took my car in and they gave me $4800. Everyone was nice. Very smooth. Only problem was the long wait for every different process. read more

I requested that a car be transferred from the LAX location, which is only 27 miles away, on July 8. That evening I received the good news that the car was en route. July 9 I see that it is going through normal inspections and what not. Then I hear nothing. So I go to the store on July 11 asking to see the car and they said it wasn't ready. I said I didn't care. But they claimed that the windshield was damaged during travel...ok....? Highly doubt that. My husband went back the next day and they said ok you can see it but you can't go inside it.... lol what?? It is now July 20 and we have not been contacted once regarding the status of the car. We're just left in perpetual limbo. I contacted Carmax via chat today and they told me it was now the camera. Why in the world would I trust this place or this car at this point? read more

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Let me start by saying, I've previously purchased two vehicles from CarMax. One at the Oxnard location in 2022 and one at the Burbank location in 2018. Both buying experiences were positive, and we've been extremely happy with our vehicles. I'm now in the market for a new (used) car, and I've been searching CarMax inventory online for a few weeks. Finally found a car I was interested in and made a reservation to see it at the Burbank location this morning (10/18/25.) Upon arrival I was promptly introduced to the sales associate, Justin, who was professional, courteous, and attentive. As he brought the car out for my test drive, I immediately recognized that the exterior of the car had been misrepresented on the website. Many dings and scratches, cloudy/scratched headlight covers, and the general condition of the paint was poor with areas of dullness and endless swirls throughout the black paint. None of this was mentioned or pictured. Nevertheless, I decided to take the test drive. While the car drove satisfactorily and everything seemed in working order, I couldn't get over how absolutely disgusting the interior was. Unconditioned leather, food crumbs and other debris on the driver and front passenger seats, white splotches on the middle row seats, dusty/dirty vents, dash and center console, unvacuumed floorboards... even a few fingernail clippings and more food crumbs in the door handle area. Upon returning from our test drive, Justin was waiting for us. While he remained professional, I felt horrible for him when I began pointing out all of the issues. He did his best to politely acknowledge my complaints and assured me that certain items would be addressed and the car would be completely detailed prior to delivery. There wasn't much else he could do, as he was the fall guy for other departments' neglect. Bottom line: this car (and all cars) should be completely cleaned and detailed prior to the test drive as it was stated falsely on the website. Unfortunately the presentation completely took away my desire to spend $30,000+ on a car that left me feeling like I needed a shower after driving it. Moral of the story... CarMax should work harder to be more accurate in the description of their vehicles and ALL of their flaws. Also, detailing cars PRIOR to a customer seeing them, ESPECIALLY when a reservation was made for a specific vehicle, is a must. Today was a huge waste of my time and honestly turned me off to CarMax. Not good since I am (was) a repeat customer. Final note, their trade-in offer on my current vehicle was insulting and laughable. While I'll admit it's an older car with high mileage, it has no mechanical issues, runs great, and is in excellent condition. The amount offered wouldn't even cover the cost of the tires on the car. Ridiculous business practices. I give Justin 5 STARS! I give CarMax , 1 STAR (but only because giving no stars isn't an option.) read more

Three weeks ago, I brought my car into the Burbank CarMax for an appraisal. I was offered $18k, but was unable to sell immediately because I had not yet received the title from the DMV. I was expecting the title to arrive shortly after, but the bank took longer than expected to process the title transfer. My original offer expired, so I began the process again. This time, they offered $15k. Now, I understand that the market fluctuates. Three thousand dollars seems an awfully big swing for just three weeks, especially since the car has literally just been sitting in my driveway, but fine. What wasn't fine is that the rep claimed their initial offer was $17k. I have the original offer sitting on my desk. It was $18k. It's not a handwritten offer, it's a computer printout. I don't see how the same computer that printed my offer could store a different offer value in their records. That's just not how computers work. I brought my car into CarMax knowing that I'd be getting less than I might sell for on the private market. I did so because I didn't want to play games. And it's clear to me that the CarMax in Burbank plays games. read more

I had a great, easy experience finding a used car here. The workers Mike and Rashad were really knowledgeable and helpful in letting me test-drive multiple cars before I found the one. You have to make an appt though, so you don't sit around waiting for a free agent as this location is pretty busy and has a ton of cars going and leaving. If you don't want to deal with an aggressive salesperson at a dealership, I would strongly recommend checking out this Carmax. read more

Had a awesome experienced here with David W. with helping us choose the right SUV to fit our lifestyle when some days we don't want the attention of driving a flashy luxury vehicle. David W. helped us searched for 4×4 models of the Chevy Tahoes/Suburbans and GMC Yukons. Specifically older models before 2016 and newer models 2019+ David W. is a great salesman and we love to do business with him again! They also have a large fleet of cars and SUVs in this location. The cars are added to CarMa's inventory weekly. read more

BULLSHIT COMPANY!!! They find out some sort of problems while dealership had inspected everything and there was no problems!! Lowballing everything! AVOID THIS CARMAX WITH ANY COST!!! read more

not a bad place to buy a car, but some of the WORST customer service I have ever experienced once they get your money. They don't even answer their phones. Nor do they have an email address, or any other way to contact them. After hours of their AI assistant, the message just says "call back during business hours" even when you are calling during business hours. read more

I don't like to give low ratings, but this was such a profoundly bad experience that I decided to permanently cut ties with this company. The good: 1. I sold a car through them about 5-6 years ago and had a positive experience. 2. The rate they offered through online appraisal was the most competitive. Sadly that was all I can praise them for. I received my online appraisal a few weeks ago. My new car delivery was not confirmed by the end of the 7 day window so I renewed the original offer. They offered $1k less - there was probably less than a 200 mileage increase on the odometer and all other factors were the same with the car. I tried to request express drop off via the website but it would not let me set up an appointment. It kept glitching. I called the customer service and made it crystal clear that everything was uploaded and I just needed an appointment. It was set up. I was also offered a free Lyft to my next destination after dropping the car. She assured me the process would take one hour. When I showed up for my appointment, I had a 3-hour window to pick up my new car, and took half day off work to do so. There was nobody at the front desk and a long line waiting to check in. I finally checked in and was told I would get a call after their in person appraisal. Half an hour after my appointment time I checked in with the Business Office. They said it would be an additional 1 1/2 hour to 2 hour wait after the appraisal was done. They also said I cannot get the Lyft because I did not have an "express" appointment. I got an unpleasant attitude from the rep and the manager, who joined the conversation. They took zero accountability for the misinformation I was given, glitch with website, lack of setting clear expectations when I checked in and the amount of time it was taking. No apologies for expecting me to extend my time to basically several hours. The waiting room was packed, noisy, too warm and they were out of coffee. I pointed it out but nobody brought out any more. I asked for my key and left. I would and did accept a lower amount from an organization who cares about customer experience and service. This company lost me as a customer. read more

Sofia, my sales associate, made the process easy and efficient. I was able to sell CarMax my 2011 Honda and buy a 2020. The entire process took 2 hours, which I found amazing. Sofia walked me through each step with patience and a sense of humor. Ask for Sofia, you won't be disappointed. read more

GOOD: 1. the most competitive appraisal by about $2k, and I checked 7 other places. 2. Online experience was very user-friendly 3. Free water and coffee BAD: everything else 1. It takes 45 minutes to inspect the vehicle 2. Plus another 1 hour wait to call your lender, if you're leasing. Seriously, hire more callers maybe?!? There's a job shortage and they should shorten the wait time to 10 minutes 3. People are just sitting and standing around everywhere. Has an airport/train station vibe 4. There's a tv in a small waiting area and 2 vending machines with junk food CONCLUSION: The in-store experience is not as easy as the online process. Be prepared to wait for 2-4 hours before you get your check. This is a HALF DAY EVENT, so bring a book or a iPhone game or a couple movies. ADVICE TO CARMAX: 1) instead of making everyone wait, consider using beepers (like at restaurants) or waitlist texting apps, so customers can leave & run errands. There are so many to choose from Waitlist.Me, NextME, QueuePad, Waitly Waitlist & Reservations, Yelp Guest Manager, and more. **OR** 2) Hire more people and cut the wait time to 15-20 minutes. The in-store experience is as bad as waiting at the DMV read more

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I had an excellent experience at CarMax--Ryan Santa Cruz was highly professional, knowledgeable, and attentive throughout the entire process. He made everything clear and efficient while securing me a great offer, which I truly appreciated. His professionalism and commitment to great service made this a standout experience, and I would highly recommend working with him. Thank you, Ryan read more

Sold me a car, made me run my credit, made me get the insurance , just to tell me I couldn't pick up the car once I've already done everything with my cosigner . called carmax about 6 times to fix things and everyone was helpful and we came to terms on the phone but the sales manager at Burbank carmax declined everything after I already paid for transport and insurance. how does everyone say yes send me all the paperwork have me fill everything out but one guy declines everything. even said " they might've told you yes but I wouldn't " even though everything was signed for and ready for pick up . read more

I went to Carmax Burbank with my brother last week to purchase a car that we had been discussing with their sales person, Galo. I wanted to give a special shoutout to Galo. He was our salesperson, he assisted throughout the purchase process in every way possible, from literally bringing the car to us locally down to creating repair orders to make sure everything was in tip top shape for us. He took great care of us. He made sure even to make sure all of our needs are met before and after the purchase. I would definitely recommend choosing him as your sales person when shopping from CarMax Burbank. Thank you so much Galo! read more

CarMax - Used Car Dealers Near Me - Burbank, California

I recently purchased a bronco from the Riverside location and it needed some work on the break I called to make an appointment and received a spot because of a cancellation the following Monday My service person was Johan He was absolutely amazing with communication and updates on my vehicle and it delivered it when promised The issue was resolved and I am happy that this service center is only 15 minutes away from me read more

Be wary of Carmax. I had a car to sell and got an online quote from them for $7K. I realize that sometimes the quote can be downgraded when they inspect your car in person - the online form will never capture every flaw - but when my report came back they lowered the quote to $5,500 - every category was listed as good except they said there was a "noise in the engine." When I asked what the noise was, they were cagey and very non-specific. This made me realize that they give you a decent quote to get you into the store, and then lowball you with the hope you will cave. It's an underhanded way to do business. I won't be going to them again. I got a much better price at Autonation, and they were legit. read more

Very clean. Angel in Burbank was kind . Unfortunately the detailing department needs a little work. My son went to purchase a car. The car had coins, a toothbrush amd trash. Car stunk like smoke too. read more

CarMax - Trash left in a car that we wanted to purchase. - Used Car Dealers Near Me - Burbank, California