I'll start with a shout-out to Sarkis and Bob: you should ask for these days when you walk in or call! These are two of the best people to work with from a customer service standpoint ever. Their focus was making sure I got the best service, a car that I wanted, and the best financing possible. Sarkis spent months communicating with me, and Bob helped close the deal while Sarkis had to cover phones. The hand-off was smooth, painless, and went very well. Left with a 2016 Mustang with 2,200 miles and couldn't be happier. Now the long review: Let me be clear. CarMax employees are people. It seems there are some reviews by people who forget that and whine and cry when they didn't get their way. A lot of the one star views should be ignored, since the foot stompers forget they actually have to be polite to others. They also forget that they are buying a used car, so need to be sure to do their research beforehand. That's where my story begins. I didn't do my research... I just had this amazing craving for a BMW 1 series. I test drove it and it was so awesome and fun... I couldn't believe it. Sarkis mentioned I had no need to buy it today, that he could hold it while I did more research but I wanted to buy it NOW! He didn't pressure me, talk me into anything I didn't need, and didn't treat me with disrespect. He was simply amazing to work with. The process was smooth, I put the money down and bought the car. Within a day there was a problem. Guess what! CarMax offers this AMAZING 5 day no-questions asked return policy. I texted Sarkis, told him what was up, scheduled a time to come in to talk to him and a manager and returned the car, no questions asked. However, I did want to tell them what was wrong so they could get the car fixed and be ready to go for the next person! If you buy a USED BMW, Audi, VW, or Mercedes (because that's what CarMax sells... USED cars) I would highly suggest the Max Care plan. Your best luck will be service at a carmax center. Get to know your car. Get to read up about used car reviews. Heck, a simple Google search of "used 2011 bmw reliability in 2016" would have saved me a huge headache! Now: here is where it gets better. I spent about 5 weeks researching, reviewing, and monitoring the site. They have AMAZING site filters to find the year, and features you want. I Googled "most dependable used cars 2016" and started my research from there. I also test drove new cars and used cars at other dealerships and shopped around. Remember people: this is a vehicle you are purchasing, not an iPhone! If you make a mistake because you insisted on a car, without doing research, even when your salesperson says "I can hold it while you read some reviews"... Well guess what....That bad decision is on you, not CarMax. Your salesperson is there to sell a car that makes you happy because you want it. They aren't going to tell you "no" or hold your hand. But listen to what they say, tell them what you want, tell them what you've tried so far and they can help point you in the right direction. Now, when I finally found something I wanted that actually wasn't at this dealership we did a transfer deal to get it there. It went smoothly and suddenly the car was available for me to test! Drove it and fell in love. Got something fun, reliable, with manufacturer's warranty (but still bought the CarMax warranty for extended service) and am one of the happiest people out there! Such a great buying experience. Thank you CarMax, thank you Sarkis, thank you Bob and the folks in the Business Office who all work together as one well-oiled machine! Next car will be from CarMax and I hope by then one or both of these guys will be able to help me out! read more

I am reporting racial discrimination at this Carmax Riverside, California location. I was referred to this Carmax dealership by my brother, who is white. I am biracial, black and white. My brother got a car from this dealership and all he had to show was his proof of income, his drivers license, and provide them with the down payment. he did this, and he walked away with the car of his dreams with no hassles no fuss, and was done at the dealership within two hours. When I went up there with my other brother, who is also biracial, black and white, we were already preapproved as their advertisement suggested we went online and I was preapproved for a certain card. However, once I arrive there, representative, Jenny stated that I had to reapply which was fine with me so I did and I provided them with my proof of income, my drivers license, and I have my down payment, Jenny did not believe that I made that amount of money and so she insisted that I log into my bank account to show her the deposits from my employment. I refuse to do this because my financial information is none of her concern. I also insisted that if she had an issue with my employment that she was free to contact my employer to verify the employment information that I provided to her. Jenny refused, and stated the only way that that I was able to get a car was for her to see my bank account and to verify that my direct deposit payments were in fact the directly deposited into my bank account. I called my brother Kenneth and asked him if he had to go through this process. He said absolutely not that this was going above and beyond what is required that he never had to do any of this he just had to provide his drivers license, check stubs and come up with his down payment . I believe that I was racially discriminated against because of my Race. I have never heard of anybody having to show their personal financial information to the sales representative in order to get verified by the sales person. I spoke to the store manager who won hundred percent supported her sales associate. I stated to the manager that I understand that financial information Hass to be verified but not by the sales associate that was the responsibility of the financial institution that loaned you the money to get the vehicle. I also stated to the manager that I felt that I was being discriminated against based on my parents and based on my brothers appearance I also share with the store manager that my brother, who is white, did not have to provide the information that the sales rep was asking for. The store manager herself stated that in order to get the vehicle that I was already pre-approved for, I had to log into my bank account in front of them and show them my direct deposit, even though I had my check stubs in hand, ready to prove to them. I also asked the store manager to simply contact my employer and verify my employment status. The manager refused. I informed the manager that this was obvious and blatant discrimination, and that I will be filing a complaint. read more

I would like the 2 hours of my life wasted at this CarMax back. I went with a buddy to get an appraisal for his 2009 Mini Cooper S. We were told it would be 30min. It actually took over an hour to see a sales consultant, then another hour with him. He was shown a super clean car in excellent condition. The sales consultant was excited about the car and mentioned several times they would like to purchase it that night. After an hour of the sales consultant going back and forth in the room asking us questions then talking to the buyer, they provided a ridiculously low offer of $13,000, which was well below the blue book price for a dealer trade-in and way below market value. The same car with more miles and less features was on their own lot for $16,998. Previously I had asked him how much CarMax tries to profit per vehicle...$3-4,000? He avoided the question - because it's more. They have a very transparent methodology; invite you into office, sales consultant gathers info then leaves to talk to buyer, comes back and says we should have an offer soon though no offer comes through system, he fishes for more info, then a coworker pulls him out of room for "something else", makes you wait even longer as he fills in buyer with additional info, come backs and we stare together at his computer screen with "anticipation" as the offer transmits complete with silly countdown and lame "drum roll" sound from the sales consultant. What a joke! Only the most unsophisticated or desperate people would fall for these tactics. We politely told him the offer was ridiculous and left. I was so annoyed that I called back that night and spoke to the actual buyer to question his lowball offer and complain about wasting our time. He came up with some garbage that it typically cost them $2000-$2500 to recondition Minis. I asked him to tell me ONE item that needed to be reconditioned on this vehicle. The tires were new, brakes were new, recent tune-up, no body damage, and it was just detailed. He had no answer. Basically their "reconditioning costs" are thinly veiled profits centers. The buyer told me they could sell this vehicle for $18-19,000, which is a $6,000 profit for CarMax. On the call he was also mentioning things that my buddy only told the sales consultant, so we know they were in cahoots. The crazy thing is if they offered $1,000 more it would have been theirs that night. They were hoping my buddy was desperate enough to take their lowball offer and lost. I was skeptical about going to CarMax with good reason. This place is for people who need cash quick and don't mind selling for less than the value of their vehicle to just unload it. CarMax does not provide the "honest and fair" offers that they advertise. Rather than being taken by these shady people, my buddy decided to sell privately. read more

I recently purchased my fifth car from CarMax, Burbank. For the first time, I ran into a significant issue with a vehicle shortly after purchase. The car immediately required extensive repairs, including replacing a head gasket and thermostat, totaling thousands of dollars. After considerable repair work, I simply wasn't comfortable keeping the vehicle (shortly after the car was rolled out, the manufacturer recognized an issue with the engine). I wanted to explore a resolution whether that meant exchanging the car, returning it, leasing a different car, or replacing the engine altogether. My first point of contact was Brandon. He was exceptionally helpful, knowledgeable, and genuinely invested in helping me navigate a complicated situation. From there, I was connected with Lynette, who was equally impressive. She was compassionate, recognized my loyalty as a repeat customer, and kept communication open at every step. In fact, I was difficult to reach, and she called my mechanic and me daily, left messages, and worked with my schedule. Together, they resolved the issue and made me whole in a way that far exceeded my expectations. What stood out most was that neither of them treated this as a transaction to be managed; they treated it as a customer relationship worth preserving. They were responsive, professional, and genuinely committed to making sure I was taken care of. I came in "hot" and ready for a fight; I left feeling heard, valued, and confident that I had been treated fairly. This was all because Lynette was patient and disarming. I highly recommend CarMax Burbank, and I especially want to recognize Lynette and Brandon for the integrity, professionalism, and customer care they demonstrated throughout the process. One final piece of advice: buy the extended warranty NO MATTER WHAT. I almost didn't. In fact, the only reason I purchased it was that I overheard a mechanic buying one for his son's vehicle and figured he probably knew something I didn't. That decision ended up being a game-changer. The warranty made all the difference, turning what could have been a very expensive and stressful experience into a manageable one. Thank you, CarMax Burbank, and thank you, guys, for standing behind your customers and doing the right thing. read more

Horrible experience actually always wanted to buy a car from CarMax let me just tell you the service manager white hair guy he should be sent down the road the way he treated me yelling at me in his shop he wanted me to follow him to my car so I could see the oil filter he would not let me keep the oil filter he said he needs to crush it before he gives it to me what a crock of s*** and then I noticed my kayak was being squished on top of the lift when they had it up on the rack I said what in the hell is that kayak being squished for I said bring it down now he said get out of my shop now get out.. I bought a 2017 Toyota Prius Prime with 50,000 miles on it I've got down the road the other day and it starts sputtering I check the air filter right away that thing was completely packed full of dirt they never did check this car out I was so pissed at them and at myself for not checking it don't buy a car from there they are ripping us off and they don't even check the cars out I called four times left messages at the service department no phone call back I've had Parts ordered over for a month now still no showing up that service manager guy is a piece of crap some manager reading this should go back to the video and look at what happened in his shop that day 1/18 2022 Torrance store you guys are despicable and still no call no saying nothing to me they just Swit me under the f mat never again people don't buy there and if you do you better check that car out completely and have them check it cuz they didn't check mine it wasn't even vacuumed and it was Dusty inside horrible horrible experience it came from Sacramento it was there for 4 months still no one looked at it Sacramento and Torrance store still no one looked at you guys are despicable the only good guy there is Tommy in the service department no one else and the manager you said you were going to call me back you never did this is my second review I'm going to leave one until I run out until someone calls me at least call me and tell me my damn parts are in CarMax horrible experience read more

I deeply regret my decision to purchase a 2017 BMW from CarMax on the 26th. I drove off the lot around 6 pm, only to discover that the coolant light, air light, and sticky residue on the window were immediate issues. The associate assured me it was just a post-service glitch. The next day, the car beeped incessantly, and the warning light persisted. Upon taking it for repair, I found out something was broken, causing a leak. Despite the service department's effort, the management fell short, leaving me with a broken-down car within 24 hours of purchase. Despite their attempt to get me a rental, my insurance coverage didn't transfer, leaving me without a car and struggling with the inconvenience. Although the service department, especially Julia, tried to assist, I believe management should have stepped in to acknowledge their failure. Now, I'm left without a car for about a week, paying for a vehicle in repair. While Julia was supportive, management's lack of initiative disappoints me. Both my friend and I purchased cars that day, and now we face issues with a Mini Cooper needing windshield repair and the BMW breaking down. The sales team's lack of coordination and the inconvenience of returning the car were frustrating. I expected more than mere understanding from CarMax; they should have taken responsibility. Instead of a passive response, like "I understand," management should have proactively addressed the situation. Offering to cover my Lyft expenses for the week or extending the warranty would have demonstrated a commitment to customer satisfaction. Additionally, replacing the subpar car mats that slid under the pedal with ones of my color choice could have been a gesture of goodwill. This experience has made me question the value of CarMax's offerings. While their cars may seem reasonably priced, the reality is that you get what you pay for. I would strongly advise anyone considering a purchase at CarMax to think twice and weigh the potential issues they might encounter. read more

My experience at CarMax was amazing! I knew what car I wanted heading in and Greg was there to answer all my questions and help me get set up with a test drive. He was very informative in terms of what the car was and the process I'd need to go through to finance it. After the test drive, he printed me out some information on the car and the parts that were checked and replaced. I told him I needed more time to think about it and he understood completely. I wanted to have him hold the car for me and he said "No problem, no one will get a chance at this car until you've made your decision." I went back a few days later for our appointment after deciding I wanted to purchase it. I was unaware I needed car insurance that night in order to drive it off the lot. He set me up at a computer near by and let me compare rates. I didn't realize the insurance rates would come back so high but I wasn't totally surprised because I had an accident and a DUI CWOFed in the last 7 years. The insurance quotes were all coming back twice the amount of the vehicle monthly payment and I couldn't make it work. Greg stayed with me for more than a few hours and helped me find other options. When I was about to leave without a car, Greg got Anthony involved, another CarMax employee who had a good relationship with a State Farm insurance agent. Anthony called his agent and ended up getting me a quote that was more than half of the others! All this happened right before closing at 9 p.m. Greg waited and helped me through the rest of the process until finally leaving the lot at 10:45 p.m, which was well after closing and shift end. They really helped me and saved the situation from unraveling and I'm glad I went and purchased a car there. Overall it was a great experience! read more

I purchased a 2006 Lexus rx330 from Carmax a little over a year ago . I have done the regular maintenance such as oil changes, tire rotation, alignment, new tires 2 times,brake pads and rotors etc. One day about 2 months ago I was driving and I heard a noise, all of sudden my tire flys off out of no where !!! This is after I recently had an alignment and brakes and rotors done , with no indication of any issues!!! So my car gets towed to the shop and the mechanic determines that my bearing and hub locked up , caused the axle to break and a few other issues , the amount would be $2400 !! So maxcare CNA national warranty are telling me that it shouldn't be a problem and they are sending out an inspector, not to worry. So I let the mechanic know that everything should be covered minus the deductible and they are sending an inspector out. So the inspector comes out and tells the mechanic it looks like I drove it after the break down , how can I drive it without a tire or an axle?? He sends his report and pictures to CNA and they say they will only cover $149 dollars of the $2400 bill because I should have known that this would happen and shouldn't have drove it before it occured ! I'm apparently supposed to be psychic and know that after only a year I would need to perform regular maintenance on a bearing and axle! They did not care and were very rude I might add! I'm a young mother of 2 children and currently unemployed this situation really hurt me and they are refusing to help despite me paying 1800 dollars for the warranty and they have not paid for anything ! I'm also planning to let the Attorney general, the BBB, and Secretary of State know of this robbery they are committing on innocent people !!!! read more

Bait and Switch... I'm very upset. I tried to buy a car for my daughter that flew in from out of state just for this purchase. I thought I could trust carmax. Our loan was set, she was prepared to drive home with her new car. We had been looking at this vehicle for over two weeks. Flights were paid, work taken off. The car she had held needed to be transferred to us from another carmax and we paid the transfer fees. We spent two weeks making arrangements and waiting for the vehicle. Many text or calls to confirm the vehicle we wanted had no problems, bad smells, dents, etc. and would arrive on time for my daughters arrival. Our sales rep had told me two weeks ago before it was transferred that he would have it personally inspected. Apparently, that is just a sales line. The vehicle we thought we had was a bait and switch. The car they had online photos of was not the same car that arrived to Modesto carmax. Completely the wrong color exterior and interior. I want to believe this is an honest mistake. The pics to the car we wanted were mixed up with the wrong vehicle vin number? I'm so confused how such a huge mistake could happen. So many opportunities to check the vehicle. Promises to inspect it before transfer for damage or smell? Something in my gut just wonders if this isn't a tactic to get people excited to come out. The cars on the lot are dirty and dusty. The pics of cars online don't look like that, especially the engine pics. Lots of cars with rusty brakes on lot. I'm wondering if other people have had similar experiences? read more

I recently attempted to sell my Toyota at CarMax, and what ensued was an absolute nightmare. From the moment I arrived, it became evident that CarMax's claim of hassle-free car selling was nothing more than a facade. Upon arrival, I presented my Toyota, which had just received thorough servicing from the Toyota service department. However, CarMax's staff seemed utterly clueless about basic vehicle mechanics. Their incompetence was glaringly evident when they struggled to even open the hood of my car. Instead of acknowledging their lack of expertise, they attempted to deflect blame onto me, claiming that I had brought the car in that condition. As if that weren't frustrating enough, their mishandling of my vehicle led to damages. It was appalling to witness how carelessly they treated my property. The lack of respect for my vehicle was alarming and completely unacceptable. Throughout the process, I felt disrespected and undervalued as a customer. CarMax's blatant disregard for professionalism and integrity left a sour taste in my mouth. Their inability to handle a routine inspection without causing damage speaks volumes about their competency and reliability. In conclusion, my experience with CarMax was nothing short of disastrous. I would strongly advise anyone considering selling their vehicle to steer clear of this establishment. The level of incompetence and negligence displayed by CarMax's staff is simply inexcusable. Save yourself the headache and explore alternative options for selling your car. read more

Misleading Communication and Unexpected Service Denial at CarMax [Burbank] As a loyal CarMax customer since 2020 (PAYING IN EXCESS $700 PER MONTH), I recently attempted to purchase my second vehicle in February 2025. My experience revealed concerning business practices: 1. After initiating the purchase process for a second vehicle, I received written communication indicating there would be a phone call to discuss the vehicle purchase. However, this call was actually used to inform me of an unexplained refusal to do business - a classic "bait and switch" communication tactic. 2. During the process, I was charged $200 for interstate vehicle shipping without proper authorization. This charge remains unaddressed despite multiple attempts to resolve the issue. 3. A CarMax representative who introduced himself as "Manager Manuel" refused to provide full identification or credentials when requested, despite my status as a 5-year customer. This lack of transparency is particularly concerning when dealing with significant financial transactions. The company's actions raise several concerns: - Misrepresenting the purpose of official communications - Unauthorized shipping charges - Lack of management accountability - Unexplained denial of service to an established customer I have documented all communications and charges related to this incident. Potential customers should be aware of these practices before choosing to do business with CarMax. read more

I've bought cars before and I've used CarMax before, so I know how this is supposed to go. This experience was completely different--and not in a good way. I completed the entire online process, submitted all my documents, and was told everything was approved. Even the bank confirmed I'm approved. I even called to confirm and was told clearly: just bring your license and insurance to pick up the car. I show up, and suddenly none of that matters. Now they're telling me my Social Security card "looks fake" (after already approving photos online) and that they don't believe my income, even though I gave them my paystubs so they want printed bank statements too. *None of this was mentioned beforehand.* If I had been told upfront, I would have brought everything. Instead, I walked into a completely different conversation where the tone immediately felt skeptical and distrustful. The inconsistency is bad enough, but the way it was handled made it worse. It felt like I was being treated with suspicion the moment I walked in. Definitely feel as if I was being profiled. This was a frustrating and disappointing experience. Completely avoidable with clear communication and basic respect for the customer. I've never experienced this level of inconsistency and disrespect at a CarMax. Never again I guess. read more

WORST EXPERIENCE EVER!! Company will rip you off. Un fair business practice. I purchased a 2013 Kia Optima From here. Major Lemon. :( I have had for less then 2 years. In first few weeks. Bumber coming apart. Paint just peeling off. All the lights, head lights, tail light had Electical Issues went out. Windows wont go up. :( Check Engine light went on. I have had to take back to Kia Dealer and car max so many times. Many Rental cars. SO many problems. I got extended warranity for $1,269. Im single dad 2 kids 2 jobs. I just had car in again for service. Now Engine Blew. Car Max will not honor Warranity. They sold me a 75,000 mile warranity. Max Care Warranity company says Plan should be 75,000 miles from date of purchase. Finance company which is also car max agrees. Car had 45,000 miles on it. Kia has a 60,000 mile warranity. So they did bate and switch also. So I payed for a 15,000 mile warranity. I have called channel 7 news and better business bearu. And consumer affairs. Repairs cost more than I ow on car :( Engine recalled also. Dealership in santa clarita says 12,000 for new motor. My family has purchased all there cars with car max. Shame on them. Look at all the bad reviews and Car Max on the news. Lots of cars falling apart and thet wont help, and will scam you on the warranity !! read more

I am deeply disappointed with the service I received at the CarMax Burbank, CA location on July 3rd and 4th, particularly in the Business Office. On the first day, a staff member rushed through my queries, providing inadequate attention to the appraisal process. Despite my online appraisal, she insisted that an in-person appraisal was unnecessary. This is illogical as one wouldn't purchase a car without inspecting it first. Her responses were not only incorrect but also delivered with an unwarranted attitude. I remained patient and sought a manager's intervention, who confirmed the need for in-person verification. The second issue involved another staff member, Hailey M., who disputed my eligibility for the express drop-off. It was only after I presented a photo of the express code that she approved my appointment for July 4th. On July 4th, my interactions with Hailey were marked by her passive-aggressive responses to my questions. I was due to move out of state on July 5th and wanted to ensure everything was in order. To add to the frustration, my address was incorrectly recorded on the DMV paperwork, despite my explicit instructions about my impending move. When I requested a correction, the staff member from July 3rd reacted as if I was a nuisance read more

I purchased a Hyundai Tucson from the CarMax Burbank location on August 17, after spending a month coordinating the transaction with CarMax representatives. Unfortunately, my experience at this location was extremely disappointing. The information I was given prior to my appointment was completely different from what I was told in person, creating a bait-and-switch feeling and pressure to pay in full regardless of earlier assurances. Despite scheduling my appointment two weeks in advance, the vehicle was blocked by several others and not accessible, and it took over 45 minutes just to get inside. The staff member assisting me, Kumar, spoke so quietly that the entire process became unnecessarily difficult. When inspecting the vehicle, I identified two issues to be addressed before delivery: refilling the windshield wiper fluid (which was empty during the test drive) and properly drilling holes for the front license plate. Neither was done correctly -- the fluid was never filled, and the license plate was installed visibly crooked, which Kumar himself acknowledged. No one from CarMax Burbank has followed up, taken responsibility, or offered any apology for these shortcomings. Based on this experience, I cannot recommend this location. read more