The service center is the absolute worst. Even with insurance, they charge for everything

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

Discovering 10 months after how of a pain in the ass this company is. A short time after I bought my car in September of 2025 I needed an oil change, went to my regular place and was told the brake fluid was filthy and I was close to needing new front brakes. Now, an issue with struts has come up and the run around about being covered by the warranty has started. Happily my regular mechanic has relationships with numerous warranty companies so he's dealing with all the crap involved. I may not have my car for a couple days because the warranty company wants this and that and "oh, you need to call this department..." and send them photos and videos. Carmax service departments aren't open on weekends so if issues arise you need to take time off work to deal with stuff...sometimes it could be a week or two before you can get in. Never again will I deal with these people. I'm telling anyone who will listen the same. 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

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

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

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

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

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

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

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

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

So easy and they gave me a fair price for my car. The estimated price was my actual price and I loved having that realistic expectation. Don't lie about your car's condition and you wont be disappointed. read more

I went online to see if I can get an appraisal of my car but they wanted it to be in person. This was probably due to my request for an appraisal about six weeks prior. Therefore, I made an appointment online at 8pm for the same day. The website then takes you to a list of items that you need to take with you. We went to the front desk and someone came to help us immediately. David took us to his station and took my information then said it will be 30 minutes for the mechanic to inspect my car. Later, he came back and said that my car looks good so they didn't have to drive it around. He gave us an offer which was higher than KBB's appraisal by $600. My friend (works at a car dealer) highly recommended that we sell our car here and not the dealers because they will give a lower offer. Sure enough, we made the right choice. There's no negotiating of selling or buying price like the traditional dealers. The price is as is like any retail store we walk in. David was honest about their profit margin of $3k-$4k. After I had accepted the offer then I went to the business office to submit my DL and pink slip. The lady gave us four tote bags so we can unload our car. As we were cleaning out our car, Hailey came out to ask for the keys then we headed back inside to sign the documents. After signing about four forms, it didn't take long after for her to hand the check to me. We finished the entire process in 1.25 hours. These people are organized, fast, efficient and fair. I would definitely continue doing business with this company. read more

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I wouldn't recommend this place for vehicle work. There were multiple issues, and the paint job was poor quality -- it chipped away easily and began to rust, exposing the underlying surface. read more

CarMax - Used Car Dealers Near Me - Burbank, California

Justin was absolutely the BEST!!! Justin, thank you for making this process for my fiance and I super super easy. Very genuine, easy going person. Service provided by him was excellent. read more

Wish i could give this company negative stars. What a massive disaster. Sitting here waiting for my " loaner" for two hours. Gave me one last time but they keep no information on file, which explains their garbage communication between departments. No one knows what's going on. I purchased my vehicle in May at the LAX location. Slightly a better experience. I have purchased a car here in the past and had a great experience but that was a long time ago so i guess they no longer care about their service. My first interaction with a manager, i was told i could go further away to their other location if i don't like that they don't communicate AT ALL . Why bother improving my experience when you can just get rid of me. I bought this car in May. The car was a convertible and the windows would not go all the way up. So i know from experience in the future this can look like a huge problem if not fixed correctly . It took these people 48 hours to still not fix my car and another day ( here waiting now ) to diagnose and fix my broken windows. Guess they tried to do it half ass . I could tell because the car looked like crap when i went to pick the car up. Glue all over the window. Threads hanging off the convertible. The woman who helped me the last time, Julia was rude . Communication sucked . When i filled out a survey she then called to confront me and tell me that she didn't give me bad service ? Awkward . I asked for a manager after this awkward call. "Manuel" also didn't care and said it's normal for them to call you and confront you? Ok. Well i guess i won't be filling out any more surveys . After looking at the reviews i can see im not the first one who's complained but ... guess this company doesn't care . Not an apology for anything. Do NOT feel taken care of . I guess i should expect this from a large company . Johan who helped me today was pleasant enough but no smile, no sympathy for my situation and two hours for a loaner car and I'm now late for my apt.. Wanted to do an update of this nightmare experience because at this point its a joke. I went back again after a few days when I was told, my car was fixed again went in got the car , roll the windows back up and guess what. Still broken. Does no one check these cars before they call the owner? Just another complete disrespect for my time. Very normal here. They finally decided to do a buyback for me..telling me they will refund all the money. i made an apt and came in and was told that nothing was ready . No one knew what was going on which is pretty consistent with this company. the only consistent thing. So I wasted a whole day AGAIN. They wanted me to return the next day.... Because obviously my time has no value at this point. When i asked what happened and why i was wasting yet another day of my life.... I was told " your guess is as good as mine . Ummm ok lol... does anyone work here or know whats going on ? When I came back, there was another issue ... of course no one knew i was coming... even though i called an hour ahead of time to CONFIRM....because no one in this entire company communicates. I actually feel bad for the employees because I don't even think it's their fault, The way that this company is run. Please help your employees. There needs to be better training and communication with customers and their fellow employees . I was promised many times that all of my information would be passed on to the next person I was supposed to speak to and consistently it was not. Also, I had to get a rental car because the battery died in the last " loaner" that they gave me and they picked it up. Did not offer me abother one and i chose to get a rental myself instead of dealing with this company any further due to frustration. This company is a NIGHTMARE. I would avoid. Unless you buy a perfect vehicle, you do not wanna deal with them ever again after that. Jae, Manny and Jesse? were somewhat helpful or at least nice enough to show compassion for my situation . Its just impossible to consistently work with one person . Their " managers " seem to only be shift managers sooo they dont know anything either which means again that if anything goes wrong... youre going to have to retell the story over and over and over again. I finally got a check. Thank goodness its over but it sure took a long time to get there. read more

Sold my car to them as they offered a competitive price. In and out in less than a 1/2 hour! It's a busy location and they took good care of me including the ride home. 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 wanted to give recognition to the Service Dept at the Burbank location. Manny and his team helped my daughter get her vehicle checked out while she was visiting from New Mexico. She recently purchased her Durango in Alb, NM and was on vacation when she had a concern regarding her vehicle. They were able to get her seen the same day and back on the road within two hours. As a mother I appreciated the care and concern they took to make sure her the trip home was safe. read more

Had a great experience when servicing my GMC Canyon recently. Susu (the service consultant) was very friendly, helpful and called almost daily to update me on the status of my repair. I also noticed that everyone at the service counter both times I went in seemed friendly and happy to be there. This seems rare these days. Glad I paid for the extra warrenty as it covered the costs and diagnostics 100%! read more

Very easy seamless process. I brought two of my cars in to see how much they would pay me for them and they told me I had a week to decide after they gave me the prices. Otherwise, I would have to come back and have them look at the cars again. The prices they told me were exactly what they honored when I came back within a week. They cut me a couple of checks and I was on my way. I waited maybe an hour to get everything handled so it was very smooth. The staff was very friendly and helpful. Comfy waiting room as well with TV. I highly recommend! 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

The team was awesome! Lydia and Gaby were great ! Super easy to sell and get through the process. Gave us a good deal and we left very happy! Thank you Gaby, Micheal and Lydia read more

I booked an appointment to get my car appraised and this was my first time ever working with CarMax. The experience was in fact decent - friendly staff, smooth process checking in but a long wait even with an appointment. I was always told by friends and family that CarMax is the best place to get the highest value. But LISTEN UP guys, it's completely NOT true. THERE ARE BETTER PLACES OUT THERE. I came in knowing what my vehicle is worth using other tools online and I was shocked how they low balled me with an offer that's quite outrageously low. It was like 60% lower than what KBB's estimate came up to be. I ended up leaving this place and sold my car to a private car broker. And let me add, my car was sold for the value of what KBB's valuation in the mid price point. After going through this experience, my advice is to use CarMax as your initial basis to get an idea what your vehicle is valued for and then shop around for multiple appraisals knowing your "benchmark" and move with it. Don't settle to sell here. There are plenty of other places that will beat their price by a milestone and I'm glad this was my first stop. The beauty is their valuation lasts for a week so plenty of time to return if you truly need to. read more

CarMax - Used Car Dealers Near Me - Burbank, California

Dylan is the most amazing, attentive, and patient professional! He made my time at CarMax not only simple, but pleasant! His kind demeanor and thoughtful support made all the difference. Thank you, thank you, thank you! read more

They have no Common sense and no respect for customer time. : these less-than-Robots, dragged us to their lax facility 3 times , each time asking for a new document and finally did not go through with the deal. People working in their business office are extremely incompetent and unapologetic about their incompetence. They treat the customer like they are the DMV or INS ! Guess what , there are dozens of other companies that appreciate and respect the customers' time. Move on to the next company. We did and we sold the car 1000 dollars more than what CarMax had offered us. read more

Front desk told as a minimum of 2 - 2.5 hours before they could get to us. Told as verbatim to "go get something to eat". We did exactly that and were gone for 45 min before we got a phone call that they were ready for us. We told them that we were at a spot 8 mins away but when we got back they said that "since we weren't there" they were moving us back to the end of the line meaning 2-2.5 hours wait. We saw them take our file and put it from the front to behind 5 others. Told them that the rep had told us to leave himself and he said "sorry, I would've told you to stay. Not much I can do about it now." Wasted 4 hours of our day off dealing with this type of shitty service. Three other people came in and had the same problem read more

Galo was the agent who helped me pick the right choice of SUV I wanted and he was very very thorough and helpful. He also helped me feel much less nervous since purchasing new car makes you have so many things going inside of your mind! I highly recommend anyone who is considering purchasing used car should visit here since there are definitely no hidden fees and they are very transparent with their price they label. read more

Honestly, it seems like no one wants to work here. Make us wait forever after giving me a call and said,"oh are you still here?" So I said, "yes. Still waiting." The people here expected me to leave read more

CarMax - Waiting and waiting photo - Used Car Dealers Near Me - Burbank, California

Fantastic experience. I worked with Emil, twice. He's a stand-up guy. The process of getting an offer is extremely easy. Emil was great, highly recommend him. read more

The process was pretty easy on buying the vehicle. I did have to call them and check to see if the car I had transferred from another store was ready, they said yeah and I ended up going and buying the car, that easy the only good thing of this process. THE BAD- from the start the car needed brakes as the rotors had been warped, carmax said only the front needed replacing, I decided to change the rotors and pads myself ( I am a licensed mechanic) they sold me a car with loose caliper bolts !!! They were hand tight!! Thank god I didn't drive the car I could have died. I also changed the engine oil, it was incredibly dirty since there is no way of checking because my car has no dipstick, I trusted carmax and thought they had oil changed the vehicle. Keep in mind this is a 50k BMW M4. I can't believe I trusted Carmax, I am horrified by their business practices, I have bought many cars from them before and this one is probably my last! read more

Horrible wait time to sell a car they appraised!! 1 1/2-2 hour wait. Ridiculous. Bidbus next Time read more

They offered me 2k for my car. Within two hours, I had sold it elsewhere for $4,500. If you feel like getting fleeced like the Native Americans were, Carmax Burbank is for you. Talking to you Steven LeBlanc. read more

DO NOT BUY A CAR HERE!!! I wish I'd listened to the poor reviews- especially the guy who said he had to hire an attorney... Purchased a car and in under 3 days the check engine, and other notification lights came on. This leads me to assume there's NO way they did the "125 point inspection" they so cheerfully claimed because had they done that it would have revealed multiple preexisting issues with the car before selling it. They also clearly never inspected the car's interior because I found, smudges on the seats, a fork, and other trash in the vehicle. (They told me it was detailed. By who???? Stevie wonder??) Anyway... Took the car in to get it repaired (having to bring a car back within 3 days of purchase is wild) and they gave me a Loaner. The Loaner ALSO had issues. The locking mechanism on Loaner car didn't work and as a result 100s of dollars of my stuff was stolen from that car. When I told them that my property was stolen from their defective car they basically said "oh well". They won't replace my stolen item even though it's their fault for placing me in a vehicle that was not secure. Back to the purchased car, fortunately I am within the 10 day return window so I can return it. They asked if I would like to exchange the car. That question is laughable... why would I trust a team/ company that repeatedly drops the ball and runs at rocket speed away from accountability??? Serious question bb. I would sooner eat a jean jacket whole than buy another car from them. Record breaking levels of incompetence. I posted this on Google and their customer service rep said to reach out to them. I did and no progress has been made. I will be reporting them to the BBB and unfortunately getting an attorney. read more

Edit: attached screenshot of their reply It's a large clean building that doesn't even have bathrooms or coffee for patrons. There is a small waiting room that has two vending machines that accept Apple Pay. I had called to make an appointment, but it wasn't even needed because no one asked. This place took less than an hour to low ball me when I was trying to sell my car. When they give you an offer, it's valid for 7 days. I would recommend only going to CarMax if you really busted all your other options. read more

CarMax - Don't bother with these rude people. How can you do business with someone who talks to you like this? - Used Car Dealers Near Me - Burbank, California

Selling my car car just so seamless. Everyone was genuinely nice. No pressure to purchase one of their cars at all. They didn't even mention selling me one. I definitely recommend them. Sad to see my dar go read more

CarMax - My BABy is gone - Used Car Dealers Near Me - Burbank, California

I had an oil change last week which I had an appointment for. The mechanics told me it would take 2 hours, but it took 4. They told me my car was in perfect condition. In my paperwork it says "check fluids and top them off" so imagine my surprise when my check engine light comes on less than a week later telling me to add diesel exhaust fluid. I usually put my own DEF fluid in my car, but I literally just paid $80 for an oil change, so it's insane that I had to top it off my self so quickly after. My check engine light is still on. When I called customer service they refused to write down my complaint and instead transferred me to the mechanics. I left a voicemail and they have not called me back. I don't think the people here do the checks they say they do! Instead they just wash your car to distract you! read more

Want to thank Anca Brown, she's absolutely amazing and makes the whole process as painless as possible. Just got my second car from her in the last 5 years and if I buy from CarMax again it will hopefully be with her. read more

CarMax - 2022 Jeep Compass - Used Car Dealers Near Me - Burbank, California