What a waste of time. They checked out my car and everything came back fine and then the price they offered was so far below bluebook that I was astonished. He explained that they auction the cars so they needed to make their money. It's almost insulting. read more

Wanted to take an opportunity to recognize an over the top experience I had with my salesperson. Brought my mom here to take a look at cars and was assigned to Bob. I'll be honest, my mother can be a bit overbearing at times especially in cases such as car purchases. I've lived in LA for 40 years and unfortunately, it's rare that I deal with anyone in a sales or retail capacity who isn't more out for themselves than for others, even in a case of a paying customer. Out of what seemed liked dozens of possible salespeople we could have been assigned to, I can't imagine anyone on the floor could have been more helpful than Bob. He exercised patience and understanding despite my mothers insistence on asking 1000 questions. Although my mother didn't seem to take note, I'd like to say that I was thoroughly impressed with Bob's knowledge of nearly every single aspect of the numerous cars we test drove as well as many others we inquired about but did not drive. It was as if he had the entire stock memorized head to toe. This meant a lot and showed he really knew his stuff. By the time mom settled on something, it was getting very late and although Bob offered on more than one occasion to stay past his shift to help us wrap the deal, I insisted we not impose on him in that way and Bob was kind enough to give me his personal cell phone number and told me to call him as soon as I awoke the next morning no matter how early and he would head to the store and we would resume the deal at that time. When I phoned Bob on his cell phone just after 8AM, I asked politely if he was up yet. Bob swiftly stated that he'd "been up since the late 80's" and that he was ready to meet at my convenience. Nothing like a great, friendly, caring sales person with a sense of humor to boot to make me wonder what the hell happened to the LA I once knew. Kudo's. read more

This review is just of the Service and customer service parts of this location. My salesman was great would love to get another car from him again. My problem is with everything else about this location. So first off, my car is a hatchback. The model should come with a cover for the hatchback but didn't. When I realized it after going out shopping it was missing. I called and asked if I could have one because they are standard with the car. They said no, in fact they told me that they would only replace things I noticed before signing. They did however offer to call me back with a quote to buy one. This never happened. Never heard from them again. The second thing to happen was taking my car in because of a problem with the A/C. So I called a week ahead to make the appointment to go in, they told me it would take an hour to have the car done. What they failed to tell me is that lunch at the service section of the store is right after my appointment time. So when I get there they tell me that it will be a 2 to 3 hour wait for my car to be done. I told them that I need the car to be done as soon as possible because I use the car for work and they told that they would finish the car by the end of the day. Note the end of the day not as quickly as they can. So I decided that I wouldn't wait at the location and decided to just go to my apartment, wait and then come back. But I had to pay for the ride to and from my apartment because I am not within 5 miles of the store, which is when people need the ride. Once home I waited about an hour an half (so a little over 2 hours since I dropped off the car). My service rep is unable and I am told he will call me back. I tell the lady on the phone who is meant to give him the message to let him know that I am waiting and that I can't work without the car, so it's important for it to get done. Another hour and half or so goes by and still no word on the car. So once again I call, he is STILL not available. The lady tries about 3 times to get ahold of him because again I need to work. So finally get hold of my rep, who tells him the car has been done and is ready for pickup. I then ask again if they can get me a ride back but again the answer is no. So I ask well if I bring in the receipts from Uber will you refund me? Because you have taken up over half of my day and have gone over the time you told me the car would be done. The answer was no. So in summary this Carmax doesn't seem to really care about it's customers once they have signed. As I have to call multiple times to get hold of my rep, who is the only one who can answer my questions. And they don't seem to really provide any transportation outside of walking distance. read more

I didn't think I would be able to get a car but yana made it happen! I love my new car!! Yana and joe were amazing, they made the process really simple and were SO HELPFUL!!!!! Thank you!!! read more

They gave me more than I would have gotten elsewhere considering the circumstances. This is a great way to sell an old car with no hassle. I really truly appreciate the service rendered and would certainly sell a car to them in the future. Maybe not for everyone or every car, but for my situation they did me a favor and I'm grateful. read more

This is my second purchase from CarMax and all I can say is that it was the BEST experience. The process was very smooth and fast, no stress or pressure. My sales rep David was very helpful and easy to get a hold of via text. Phillip was very patient and clear throughout the purchasing and paper process. My experience a the dealership as well as the customer service I received deserves 10 stars. I hope to purchase more vehicles from this location in the future. read more

This review is for after the fact - customer care service. I have purchased a few cars from CarMax Burbank over the years. Their offers and no haggle sales have worked for me personally with my financial situations. I recently bought my latest car from them and in less than 2 months I had to take the car in to get serviced because I noticed the steering wheel was shaking when I applied the brakes. The service department told me that I had the two front rotors warped and needed them to be replaced. I am not a mechanic nor am I claiming to be one but I have had other cars and driven them for years before they needed any kind of service to the rotors. I was told that is considered a wear and tear part and NOT covered by their warranty. I asked why that was not covered if I just purchased the vehicle and it seems odd that I would need new rotors in such a short time. I was told "If you popped a tire on the road we would not be able to help you to get it changed" and "The car is driveable if you don't want to get the service done here". That being said, the service department told me that "the best" they could do is charge me their prices at cost instead of retail. Given the date of the purchase and the fact that is not the first car I buy from Carmax I would have appreciated a courtesy repair and a little more concern. Though it may not matter to such a large company, they just lost a loyal customer. read more

Recently purchased a car there, the experience was excellent if you know what you want, the website is easy to use. Do not know about the service dept but the sales process was quick helpful friendly no hassle no haggle. Salespeople dont make any more money if you buy more expensive car. The only negative is they affix a permanent little "Carmax" insignia on the back of the car and you'll have to spend $ to get it removed and repainted unless you dont mind being a driving ad for Carmax. read more

I just got my new used car here. Great price and good condition and only 5k miles. My salesmen was marcus and real coo dude. D No hassle and it was real quick. No bargain so no waste of time going back and forth. read more

I will NEVER purchase another car from CarMax. They're SUPER nice up front prior to signing paperwork. Then, you get the keys and start having major issues immediately. The car spent just about the entire 30-day warranty in their service dept. and they have the nerve to tell me the items have been corrected when they really havn't been. In other words people, THEY HALF-ASS ALL THEIR WORK TO SAVE MONEY. I am furious about the treatment I've been getting from the Burbank CarMax Service Manager. I will be glad to into detail with anyone who is interested...just e-mail me at znaples@hotmail.com. There is too much info to post here but you will be very surprised to hear what I've gone through, my proofs and their recorded lies. Yes, I caught them "red-handed". I have photos, voice recordings and yes video (thanks to my brother's PI/Security company outfitting me. After consulting w/ two attorneys and showing them my paperwork, photos, etc...they have concluded that this will be a victorious case. Now, because Carmax wasn't nice to me and treated me like dirt, I will throw in additional info to ensure THEY NEVER FORGET ABOUT THIS. Remember, all I want is a quality car. In other words, what CarMax promised and what is documented in their QC certificate upon purchasing a vehicle. I am so fed up with them, that I am in the process of creating a website that will document ALL for consumers to see, along with my phone number so I can answer questions/concerns. They want to play hardball? Let's play! Social Media does wonders....just look at Eqypt! BBB, Attorney General, Attorneys...here I come! They messed with the wrong person. I'm going full speed ahead. One last thing...keep your eye on KNBC Channel 4 news and remember this post. It's nice to have family/friends in Media, especially the Investigative Reports Dept. read more

If I had written this a year ago, it would have been a glowing review. Time changes things. I bought the WORTHLESS extended warranty. My car flung 2 rods while still "under warranty". Both Carmax and the 3rd party company were very adamant than no matter how legitimate, they would not hold up their end of the contract. No I have to sue carmax and the warranty company to get my car fixed. It is costing me thousands more in time and money. IF you buy a ready to die carmax automobile, DO NOT under ANY CIRCUMSTANCES buy the warranty. They WILL NOT honor it. it's a scam. read more

I agree with other commenters with respect to its service department. In hindsight, I am glad that I did not purchase the overpriced extended warranty. Because the service department is not open on Saturday and Sunday and is only open until 6 pm, it is very difficult to schedule a service. After purchasing a BMW 5 series, I learned that the front cigarette lighter socket was not working. However, I could not stop by for a repair within the 5 day money back period because I could not make time during the week days when its service department was open. I also thought that the repair would be quick and easy (a non-functioning cigarette lighter socket). I was wrong. The experience that I had with CarMax Burbank's service department was horrible! First, I had to wait for several hours in the waiting room only to find out that CarMax needs to keep my car until the next day. The next day grew to 2 days, then 3 days, then 4 days. CarMax service department explanation was that it ordered wrong parts. After a few additional days, I picked up my car only to find out the problem still exists. Because I am still under the 30 day warranty, I scheduled another repair at the end of this week. The mechanics at this location are incompetent and slow! read more

STOP! Don't buy a car there. If you do everything they tell you is not true. I bought a $ 31,000 (Before fianancing charges) truck from them. There were some issues with the truck that needed to be fixed. After two days I was considering returning the truck it smelled of smoke, the fenders were not bolted down the side step was striped off, electrical issues ect. ect. I talked to Lannessa (my sales person) who put her manager on the phone. Who promised to have all things fixed. Told me to set appointment with service dept. I called the service dept. They informed me they do not have a van pool to take you home or to work. WHAT!!!!! You spend $30,000 on a car and no ride home! So now I"m really pissed off. So back to the manager. He said he didn't know that and couldn't believe it. Calls me back and said " All the time he had worked there he had no idea there was no car service." But he promised that if I had my son bring it in at sceduled appointment (today) that he would have Lannesha drive my son back to work herself. I call her. She promised me! Liar!!!!! My son had to Uber there. Then he is told they need it for a few days they will give him a rental. One hour he waits. They gave him a filthy Volkswagon with cigarette butts in it and food everywhere in back seat. And not even a half of tank of gas in it. Car was dive bombed by seagulls! Look, I learned my lesson. So to you I say, You can't trust a company that won't back their buyer the first week of ownership. If there is one person out there that I stop from buying a car from Car Max, Well I did my job. Lp read more

i have a volvo 2001, still in reasonable condition and drivable. so i took to carmax in burbank wanted to get aapraised, and maybe get another better car. so i go in , the new guy who was hired was polite. so he got the appraisal to apraise my car. and i was shocked that the appraiser valued my car $500. Cmon people, this is drivable car, and has no salvage, clean in and out. iwas dissappointed with the experience i had there. now i found a private buyer who is willing to pay for my volvo $2500. that is 5 times more than carmax appraised. Art read more

Always have seen the commercials and never believed they really do no hassle buying. I am here to confirm the hype and just ask for Hrachia great sales person! read more

i regret buying a dodge caravan from here i purchase the extra warranty on this car and now the sliding won't open i called they gave a two weeks app and they said they fixed but it is doing it again !!! i called and now they gave me a month app no consideration i have three kids and i am unable to used my sliding doors with extra warranty i had purchased. car max are really nice when they are trying to get your business but now they don't care anymore. read more

I had a wonderful experience at Carmax Burbank. This was by far my easiest car purchase ever made. I've purchased 8 cars in the past 10 years and none compare. They even shipped the car I wanted from an hour away at no cost. I highly recommend!! read more

This is a review for the appraisal of my car. I was in the market for a new car and wanted to see where I stand with my existing vehicle. I came here because it was on the way and a few people I know have sold their cars to CarMax. Long story short, the amount I was quoted was about 55% of what I got from another dealership (not private party). The guy helping me was nice, so don't fault him for anything, though he started to sing the "this is as good as it will get in this market" song. I got an appraisal/quote via kbb.com with a list of dealerships willing to honor that offer and sold my car the next day. Therefore, the "convenience" of CarMax doesn't apply. I did browse their online inventory for the car I wanted and found their prices to be extremely noncompetitive. Adding to that is the fact that they don't negotiate. I don't recommend buying or selling here. It's just as fast, if not faster, to sell your car to a place that respects the value of your car. read more

As a new transplant to LA from NYC, I needed a car quickly. Luckily, I had an idea of what I wanted and one of the senior sales associates, Romy Fayed, made the testing of 3 different vehicles a breeze. He answered all of my questions thoroughly and seemed very knowledgeable about the different manufacturers and their models. After a lunch break, I came back to CarMax for one last test drive of the car I was seriously considering and was introduced to another sales associate, David Carranza, as Romy was with other customers at the time. After the second test drive, I decided to purchase the car and while David was patiently going through all of the paperwork with me, his manager, Anthony Greenberg, stopped by to say hello and see how things were going. We looped him into our progress and he helped cut through the more confusing aspects of the different warrantee, insurance and financing options. He also heard I was driving a rental car and was trying to figure out how to return the rental and drive out with my new car that evening. Amazingly, Anthony suggested David drive with me from Burbank to LAX in a separate car so I could drop off the rental and come back to finish the paperwork. We did just that and I drove off the lot in my new car that evening! Kudos to the great team at CarMax! Thank you for the above and beyond customer service. read more

if i could give negative stars i would. i bought a car back in nov 2016 and have had nothing but problems with it since i drove it home. the car has been in the shop 3 times and it currently needs to go back in for ANOTHER issue. when i told the dealer where i got the car they laughed and said im not the first person who they've seen who has had these experiences with car max. the car is less than 5 years old and doesn't even have 60k miles on it-this should not be happening! the "point inspections" they do on every car are a huge joke. i will never return to any car max and will advise anyone i know to stay away! read more

WOW, couldn't have had a better experience buying my first car than here at Carmax in Burbank. Seriously, I was really nervous and I walked out so happy and excited about my new car! It wouldn't have been possible with out Harrison. He was so friendly and helpful, and made the process completely painless. He listened to everything I wanted and found my car. I knew as soon as I started driving it, it was MY CAR. I even ran into a little trouble with registration issues, but Harrison and the GM (whose name I believe it Anthony? or Jo Anthony? SORRY!) came out and took care of everything and I was so grateful. If you go to Carmax, ASK FOR HARRISON, he is the BEST!. I'm so happy with my car... it's like a whole new life for me! YAH! read more

Let me start by saying this place is a joke. My review is about the appraisal department. I made an appointment online and went in to the store. The lease on my car was almost up and I wanted to see what they would give me to make a decision about my vehicle. I told my rep the story and he started being a little hostile. He said if your car is a lease, Carmax doesn't offer you any more than you have left to pay off. What he said was ridiculous because I had 11k left to pay off but the market value for my car is 14k. Also, on their website my same car is listed for a little more than 15 thousand. Basically he said you're wasting my time here, but I still wanted to get an appraisal so I brushed it aside. After 45 minutes in the waiting room I got the appraisal and surprise surprise it was $1000 more than my remaining lease balance. My rep then tried really hard in convincing me to sell my car. There was no effort by Carmax in offering a reasonable appraisal for me to be motivated and give up my car. They offered me scraps so then they could make several thousand profit. I always heard Carmax doesn't give good deals but I wanted to see for myself. Don't bother with selling your car here. read more

Customer services the worst. Full of empty promises from Brandon. He also lied to put face.

Where do I begin... I feel nauseated even giving them one star, but that's the limit of this rating system unfortunately. They deserve negative stars for what I've been through with them. But let me start at the beginning... Last Thursday I bought a 2004 PT Cruiser from CM after having done my homework, test driven it, and after being repeatedly told that their 125 point check list would ensure that I'd be driving off the lot with confidence that all their t's had been crossed and their i's dotted. Not an HOUR after I'd signed the paperwork and driven it off the lot, I was stopped by the police who informed me that I had two broken brake lights. Luckily they let me off without a fix it ticket because I could prove that I had literally JUST bought the car. I immediately called the lady that sold me the car to tell her what had just happened and she said, "that's weird that they would break right after you bought it", to which I responded, "no, it's because you didn't check BOTH sets of brake lights." Her response? "there are TWO sets of brake lights?"-STRIKE 1. I drive the car home that same night prepared to take the car into the CM service station in the morning to fix the brake lights only to discover there is a transmission fluid leaking from under the car. STRIKE 2. I take the car in the next morning, they fix the brake lights and tell me the car isn't leaking. Fortunately I'd taken pictures so their argument failed immediately. They tell me they'll have a look at it again. They call me half an hour later and tell me my car is ready. I take a look under the car and no drips this time so I think okay good, whatever the problem, they' ve fixed it. I drive it off the lot a 2nd time, take the car home & wake up to find another pool of TM fluid is staining my driveway. It's now the 4th of July, I have plans and CM is closed so I plan to call them the next day to find out what the hell is going on. I go to a friend's BBQ, and on the way home my tire blows! Now I'm in total disbelief. I get the car towed BACK to my house for $165 dollars and as if to add insult to injury the tow truck driver points out to me that I have a transmission fluid leak. I say "yeah, can you believe it?!? I just bought this car!". I ask him to make a note on the receipt that the transmission fluid leak was apparent BEFORE the tire blew and he agrees and writes in on the receipt. I take MORE pictures. I call the CM service Center & my sales associate to explain what's happened and we agree to have the car towed to CM in the morning. Next day- I talk to 4-5 different people, service lady Olivia tells me that CM will not cover the tow charges on a flat tire. I explain to her that not only have the brake lights already gone out on it, but there is a transmission leak AND the tires are blown. I speak to the GM- Brett and he agrees to cover the cost of the tow and the repairs. I tell him I no longer want THIS car. He tries up and down to get me to keep the car and says they'll give it another full inspection. I repeat no, THIS car isn't for me. After mentioning the BBB and that CM needs to honor their contract, he offers me a loaner car until I find another one I like. I look, all I can find in my price range are more PT's which I'm wary of now, but Brett assures me that I might have just gotten a bad one. "It happens sometimes", he says. Skip to today- test 2 more PT Cruisers. One feels noticeably wonky and loud. Off the list. The next one feels okay, we drive it on the freeway, city streets, no obvious problems. I don't feel great about it, it's still a PT, but so far so good. I decide to take them up on their 5 day return policy and try this one out. I sign all the paperwork which takes an hour, get the keys, drive it ACROSS THE STREET & park it because an alert is telling me the trunk is open. I close the trunk, turn the ignition and it stalls- 4 TIMES! STRIKE 3! I call CM & they put me on hold for 10 min. I try the car again. This time it works, so I think okay, maybe it's fine. I'm drive it home. I try it again at 7 to get to work, the car won't even turn over. I try 5 more times, on the 6th try it works. I get to work on time but just barely. After work at 11, I get back in the car and this time I get NOTHING. It's not even turning over. I'm stranded. Thankfully my employer let's me borrow her car. At this point I am DONE with Carmax. Whatever their checklist, it doesn't add up, and they DON'T know their cars. I know I'm in for more headaches because I have to have a 2nd car towed to them again tomorrow. MORAL? DO NOT BUY FROM CARMAX IN BURBANK!!! read more

I dont know where to begin. I will say this place is full of crooked scum let me start from the beginning. I bought a 2015 Kia Forte Koup SX on April 22, 2016 the overall experience was negative from the start my sales person went on vacation and left me with this bonehead named Tom Ackerman who seem completely oblivious as to what was going on so I picked it up late on that Friday. Tom however didn't help me thank god , but Alvin the guy that did help me was mediocre at best but now the problem I have is with their management let me get to you Paul Cheung you are the most vial human being on the planet, and I want you to know that I'm going to personally roast you in this review. I'm singling you out the most because your a douche bag that deserves to be fired. This place sold me a a car with two faulty taillights and a headlight that had been destroyed and completely dismantled so much for the 125 point inspections you hear about on their call waiting when your on hold its totally bogus. I try to take the car in the April 29th at 8:30am. Their service staff is extremely rude to me and tells me I have to wait for 2 hours for my car to get looked at. I decline because I have to go to work. So at this point I been driving around for almost over a week with no headlight and 2 busted tail lights so at this point I cant return the car. I contact my sales person May 1st via text message and he tells me I have to talk to Paul. Now this guy is awful I'm trying to figure out how he got his position as a manager because he is completely unsympathetic and doesn't know how to communicate effectively at all. He ask me why I am angry come on man. I have a headlight that doesn't work and then 2 busted tail lights anyone in their right mind would be angry after I just paid for half the car up front and could potential have an accident or be ticketed driving this car. I take the car in Sunday night where i meet douche bag Paul and he has me fill out all these papers and everything and gives me the crappiest loaner car imaginable. Days go by I'm getting calls from their awful service department they dont make any sense its about how my headlight assembly is damaged and needs to be replace and how my taillights I had to take to kia to be fixed because they are under manufactures warrant. At this point I'm pissed I call to speak to a manager and there's a sales person that answers I didn't get his name its Tuesday 5/3/2016 around 4pm he tells me all the managers are busy I tell him that isn't going to fly I need to speak with someone immediately he says that's not going to happen and hangs up in my face. I call back again this time I get service and then the service adviser ask to get my name and then they hang up on me after I tell them my name. I call back a third time demanding to talk to Paul whom isn't very helpful in telling me whats wrong with my vehicle he then says he doesn't see why I'm so upset because the car is getting fixed and that I have a loaner car to get me around at this point I'm fuming because he doesn't get it. I paid my money for something that I dont have access to because his sales team didn't check my car to see if everything was up to par before I purchased it he then says if I cant speak to him in a professional manner that he would end the call I was in no way unprofessional towards him at all I was just expressing my frustration to him and then he hangs up on me at this point I had to cancel all my appoints at work and go get my car from them which was just sitting on top of their garage collecting dust. I get hung up on 3 times in one day come on now. I see Paul when I walk in I tell him hes getting reported for hanging up on me he rolls his eyes and goes back to doing nothing. Joseph was very helpful in helping me get my car back it wasn't fixed still but I just cant trust this carmax. Suggestion to you carmax fire Paul he is a horrible manager has no respect for anyone let alone himself. Don't say you inspect your vehicles when you dont now I have a car with 2 bad tail lights and one very bad headlight thank you for making my car buying experience and absolute nightmare. BEWARE OF THIS STORE!!!!!! PAUL CHEUNG YOU SUCK!!!! read more

Honestly, I wish I read these reviews before I purchased my car from CarMax. I agree with previous posters: Get your car checked out within the 30 day warranty from an outside mechanic! Within the first few months the starter went bad, brake pads needed to be replaced, and there was internal damage in the steering shaft. It seems like it has been one problem after the other. I called CarMax to see if anything could be done or just simply an explanation as to why the car was giving me problems if they "checked" it and of course no one was willing to help. Their response was simply, " We ran it through our quality check and everything was fine." Thanks for the great customer service! read more

The experience was a good one. They were courteous, attentive, priced right and did everything in quick time, didn't waste my time. They told me everything I would need to get the loan approved and they did what they said they were going to do. I would recommend them to a friend. read more

Was looking to sell my car- no accidents- clean carfax. They offered me $20,000. 3 months later, I just sold my car at auction for $31250 to a dealer. People trust Carmax but it worries me that people are getting ripped off when they sell cars to them and blindly trust. Shocking experience. That is a big difference in price. read more

I wouldn't buy a car here. Horrible communication. Never called me when I transferred a car to the store. Just really bad all around.

I love this concept! And the staff at the Burbank site have been excellent! Kudos to Roila, Steven and Rachael in the Service Dept. They have all made my car purchasing experience one of the best that I have enjoyed. read more

Previous CarMax employee To be quite honest, I'm really disappointed with this location. I was recently offered a job at this location. But upon receiving my offer letter I was called and told that the offer had been retracted. And that it was because customers had complained in the past that I tried to sell them cars. I told management, specifically the new store manager David. That it wasn't true, and that they had to have confused me with someone else. I've never approached anyone ever, and would wear my old CarMax jacket while looking. (I removed the Car portion of CarMax) from the jacket. And that I felt as though the real reason was because I am Black. While interviewing I only saw maybe one or two Blacks working there. However this location is predominately White or Armenian, Hispanic etc... I tried calling corporate to make them aware of the discrimination I was facing only to be left on hold...Btw I've came to this location wearing sweats and a t-shirt looking to buy a car. It was very hard to get help from someone. They definitely judge people based off their looks, and what they think they have. HORRIBLE COMPANY, glad I'm not working for them. read more

If I could give Car Max less than one star, I would. I purchased a 2010 Ford Fusion from them that I cannot drive. It took seven months of my ownership for the electronically assisted power steering to fail, apparently a defect that Ford has had to recall on thousands of cars, UNFORTUNATELY not mine. In tbe 1st week I owned the car, CarMax had to repair a rear door lock that wasnt working, make a remote 2nd key for me, and power up my battery that ran out when their technician left my key in overnight. I was never given a manual but I could buy one online and drive to the dealership for a receipt. Let the buyer beware! read more

these fools took hours to finish the appraisal, yeah, hours. and after low balling me they try to sell me a used car for 5-7k over the actual value. what the hell? so what did i do? i bought a used car and traded in my car with a bank agent. total time used 1.5 hours. i got a repossessed car for 3k below kelly blue book. why doesn't carmax get rid of the "sales" guys and just save the consumer money? i found the guys in blue shirts to be a waste of space. read more

I have never once considered using CarMax before but I decided to take a shot yesterday and left immensely satisfied. First of all, I called in just to see what the process was for getting my car appraised. I talked to Carlos and after giving him my planned arrival time, he promised to get my appraisal ready so I wouldn't have to wait too long. I show up and right as I walk in, Nancy (Carlos was busy so sent her instead) is waiting for us. Nancy was simply amazing. Friendly, bubbly, super easy to talk to....I could go on and on. Pretty much, she was everything you would want in a salesperson. Her job was to primarily gather our car information and then keep us company for the quick 30 minute appraisal. She even brought us hot chocolate with whip cream on top (made my night)!! After the appraisal was done, she showed us the offer and it was a very fair offer. Pretty much what I hoped to get for my car. In and out in 45 minutes flat with no fuss at all. Once again, I just want to thank Nancy for being such an awesome salesperson. She made our experience just that much better. :) read more

Seems like a well kept place but customer service is lacking. Made an appointment online for an appraisal. After checking in they said I was next. Almost an hour and asking several times still no help. They told me they can't always accommodate an appointment. Perhaps their website shouldn't accept appointments they can't keep. Walked away before they got to me. read more

I came to carmax after having horrible service at Land Rover encino. I had great service with Sash and had him order me the "same exact" car but four door. Also sash asked me to come, we made an appointment on my one day off, he asked me if i was on the way and when I got there he had called out. No one wanted to help me because they didn't wanna take Sashs commission. When I came in to see the same exact car but four door the whole Range Rover decal in the back was off. Instead of saying "we can fix that easily" or "im sorry bout that we'll find you another car with the decal" he pulled up the online picture and said "see look its not in the pictures". I didn't look at the pictures because Sash said it was the same car just 4 door. I'm so upset I had my car appraised, my apr set up and walked out with NOTHING. Horrible customer service. Never going back. read more

So this past spring I was looking for a car, found an infinity FX35 and had them ship it down to Burbank. I took it for a test drive and liked, started working on the paperwork which took way to long for a pre qualified loan, I was there for more than 5 hrs. While I was in doing the paper work I expected the car to be cleaned and prepped. When I got it, they did wash it, but was far from what I expected paying 25k, you think they would do a full detail and clean for the new owner. I also bought the extended warranty that allows you to bring the car to car max to get things fixed for free, if under warranty of course. Then I did have some things go wrong only to find their service dept is not open on the weekends and closes at 6pm. So if you have a job, which you need to get a car loan, there is no way in hell to get to there service dept during their hours. Now I need to take my car to a dealer, who always find other stuff wrong and pay a deductible. THIS SHOULD HAVE BEEN SPELLED OUT WHEN BUYING THE CAR. I give them 2 stars overall, wont buy my next car from Carmax. read more

The vehicle prices are great! BUT .... The service is one of the most unprofessional business establishments I have ever been in and have had to work with. No one including the managers has a clue what is going on, you are promised items that can not be delivered, where as any other dealership does so. If your going in to buy a vehicle be prepared to not haggle the price but be ready to deal with employees who act like children! read more

The Carmax website says it takes about 30 minutes for an appraisal, no appointment necessary. Since it was Saturday I made an appointment (with Vic) to be safe. When I arrived at my appointment time Vic was busy with someone so I was handed off to Lawrence. I told Lawrence that I had to be out in an hour as I had to pickup my daughter. He said it would be about 45 minutes, so I waited. When the hour was almost up I inquired and my car had not been touch and there were still three people ahead of me. I was furious! I drove an hour to get to this place, relying on the 30 minute estimate on their website and my appointment. I spoke with the floor manager and expressed my outrage and he didn't offer up anything but "come back later when you can wait"! Don't waste your time coming to this place. read more

Bad customer service. After selling the car they don't car about you. Try get help from them after purchasing the car and no one helps me.