Stay away. The deal you get will never be worth it at CarMax. Try to use their "deals" to negotiate at other dealers. And definitely don't buy their max care warranty. Then you'll have to deal with their service manager Juan. Juan is a business man not a customer service type of person. I brought my newly purchased vehicle to CarMax Duarte because it is closest to my home. First of all I had an appointment at 9:30 am and the advisors refused to see me a minute sooner. Finally they arrived and I told them the issues which were moldings out of place on the driver door panel and on the exterior of the vehicle. The advisor (Veronica) marked all of the areas and was polite. We went to her counter and she said she'd contact me in a few hours with an update. Obviously it was above her head... Juan called me later in the day nearly noon. Juan said, "there's nothing we can do about the mounding." I responded absolutely there is... replace them. They're not aligned and you sold a vehicle which was damaged... fix it. My vehicle has manufacturer and extended warranty. Juan's response was no I'm sorry we can't help you. You can try Honda or return the car. I asked if he was kidding because there is no way he was going to refer me to a Honda dealer. He apologized and said he can certainly help me with returning the vehicle because it was within the 7 days. I hung up on him. I later retrieved my vehicle. In short.... don't waste your time... they are worse than a used car dealership. And definitely avoid this service department because they aren't in the business of helping people. Seems like their in the business of sending their customers elsewhere. I hope this review is read by the correct people at CarMax. I'll be cancelling my max care warranty due to Juan's in professionalism. read more

My wife's car was in there service dep. For warranty repairs they call and tell me that the brakes on her vehicle are the wrong ones and they cannot release the vehicle to us unless the pads are replaced so I told him go ahead. Immediately after there's very light squeaking and grinding three days later it's beyond loud. I took it to a local shop because I didn't want Carmax touching it anymore. The brake pads are installed backwards. The heat shield is on the front side of the pad grinding on the rotor and as she's driving down the street at night, both sides have sparks flying all over the place. That takes some nerve to tell me your car has the wrong pad and these imbeciles cannot conduct a simple brake pad install. My opinion it was done intentionally or they truly are morons. My truck was there for a water pump repair and they tell me they can't do it. It's gotta be sent to the Chrysler dealership then why do you have in your commercials in your advertisement full service shop? Not only is that BS, but that is false advertisement. Their service desk is no better. The women up there are morons. With bad breath. read more

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Walked in for an appraisal around 3:20-3-30pm was told the appraisal would take about 30-45 minutes. After I saw a car I wanted to buy and possibly do a trade in for so I was told to wait again. Waited for about another 45 minutes or so just to be told that they couldn't help me because the department we need was closed at 5pm. If I would've known that i wouldn't have wasted my time sitting there. Was simply told just do it online instead. I guess I will take my business elsewhere. read more

Let's face it. Buying a car (for most of us) is a major pain in the a$$. This CarMax has so many empty desks there's plenty of room to sit and wait. Which is good. They're so painfully understaffed you're gonna wait. And wait and wait. The worst part is watching employees who's job seems to be just wandering around holding pieces of paper. Here's an idea. Train your employees to be multi departmental. 15 people in line at the business desk is no bueno. read more

Best car selling experience. Came here yesterday to get my car appraised. Came back today to sell it because no one else was able to offer the same price, not even close. The entire experience was brief and drama free. The final price was significantly higher than what KBB suggested. I can't speak for other CarMax locations but this facility is very clean and spacious. Very impressed and will definitely come back in the future. Highly recommend! read more

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The place is clean and employees are attentive. There's someone to greet you when you first enter to ask if you're there to buy or sell. The selling process is quite efficient, just a bit of waiting for someone to check the car and to receive the report. read more

It's not the same Carmax as it used to be. We sold our car here and had really good experience back in 2019 that's why we recommended this location to my friends. Joshua in the business office received the information that everyone was here ready to sign and he still called a white couple who checked in after us in first and kept us waiting for another 20 min, finally he went out to call us in and said Oh! I didn't know you're all here! Really? I saw the front desk lady gave you the documents and you saw us all! I asked the manager if Joshua acting like this all because we're Asian? Of course she denied! Can't believe in nowadays Carmax hire ppl like this, unprofessional and disrespectful! No matter who read my review here, if you think they'll make any improvement, pls think twice, and pls read all the bad reviews before you choose this store to buy or sell your car. read more

Came to Carmax just for a test drive since we've reserved the night before. Easy enough. The people were friendly and they practiced social distance. Process were about 3-4 hours because our fault for running our credit through them. They will tried to offered their loans but we were not pleased. Luckily my husband was a veteran so we used the bank to apply online while we were discussing with them. We were approved with amazing interest and we could see the person a bit disappointed but we went through with our bank. Overall it's not bad experience but definitely lesson learned. Also, we noticed that the one of the check lights was on and off, so turned out they said that they changed the oil but didn't reset it. Our fault for getting to excited so we took it home. A month later I took it for getting it cleared and they said oil changed were due and they apologized. Another tip, don't take their extra offer for warranty just make sure your car insurance is great! It is not worth it. So yes, it's okay to buy car from carmax, we recommend people but definitely try to get your own loans from your bank (if you can get better deal) and definitely do your homework and Push them to really do check everything! read more

CarMax - Used Car Dealers Near Me - Duarte, California

Today CarMax resolved all my problems with the original BMW purchase! My entire deposit was refunded and they got me into another vehicle. Hopefully this one is more reliable! Thank you for your EXCELLENT customer service I highly recommend the Duarte locations. Bravo for doing the right thing. read more

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First time coming here and let me say it will be the last. So i got a used car not my first rodeo. Well as i did let the salesman know no down payment his manners went from parable to just plain rude. Went to take my loan yo my bank and they said the car was oversold and was only worth so much. Came back to return the car and yeah more rudeness and took forever to take it back. Dont come here to waste your time and test your patience. read more

Although the process takes long, CarMax does makes sure that you are taken care of. Next time I'll eat heavy for future appointment. Both Roger Medal and Monica Sandoval were professional, courteous, and informative - the exact qualities I was looking for when financing car. Did homework before settling on a car and had it delivered, which includes downloading to review vehicle history report. Am starting to bond with new car each day, and glad that I did research before making appointment. You cannot go wrong with both Roger and Monica. Will refer friends and family to this location. read more

CarMax - New car - it was transferred from another CarMax location - Used Car Dealers Near Me - Duarte, California

I was not able to put everything in the post that I wanted to put, and had to wait a day to post the ending to my 4 month dilemma. As previously stated, my boyfriend and I had drafted an email stating we did not want the car back, but the down payment as well as our car payments back because of the plethora amounts of issues we had over the course of three months with this vehicle. We has sent the email over to Vanessa and it stated everything I had listed in the previous reviews as to why we did not want the vehicle back. To which she did not respond to until two days later as she was not in the office that Monday we had sent the email out. No big deal to us because we gave CarMax of Duarte 72 hours to respond before we would press any further. Vanessa has said on Tuesday that she would speak to what I would assume would be the business manager as it was a business transaction that she would have to deal with and would get back to us on Wednesday. Wednesday comes around, we received another call from Vanessa asking for one more additional day so the Senior Executives would be able to see what they would want to do about it. Thursday comes around and we received a call mid day regarding the car. Alex, Sales Manager, stated that one or two options could happen. 1) CarMax can do the repairs on the vehicle and then send it to Volvo to be checked to make sure that everything is clear. or 2) CarMax would give a full refund for the money we had put down on the car as well as the car payments we have made towards the car. It would be considered a buy back but the car would be off our credit report as soon as they send the buy back check from CarMax. We took option two. We were told that we would both need to be at the dealership to sign off on the paperwork. That everything would be ready to go as soon as we get there on Sunday at 11 am for our appointment, SOUNDS TOO GOOD TO BE TRUE! Vanessa had then assured us that everything would be relayed to the Sales Managers of CarMax so all the Sales Managers would know what to do when we got there on Sunday. Let me tell you. That was a lie. We got there at 11 am for our appointment and not one Sales Manager knew our situation as stated. So we had to wait an additional 45 minutes because they did not even have the paperwork ready to go for us. NOTHING was ready. It was not easy. When we signed for the paperwork stating that CarMax was going to buy the vehicle back the lady who was trying to explain it to us had made no sense. We paid for the gap insurance just incase anything were to happen. When we bought the car we had initially though we bought the gap coverage was purchased by us. No, instead they had it financed through our auto loan company. Which made the buy back more confusing then it needed to be. We looked at the paperwork for the vehicle and it shows that they were never going to fix the car to sell it. This lady we had speaking to us about how the paperwork works was talking to us as though we needed to be taught something. After spending close to 2 hours of our time at the dealership we wanted to look at the car one last time to make sure we did not leave anything in there. I was told it would be a fast process, but the service advisors or whoever was where service and parts were, they were more focused on their conversation more so then getting the car for one last look around. So we just told them forget it up and left. We had to call the last week of March because what do you know CarMax only paid for the principle not the gap. So we still owed on the car. When my boyfriend called about this issue no one seemed to understand what he was asking or informed us that they would be sending two checks to the auto loan company. Any remaining balance would be ours. As of yesterday April 3rd CarMax has officially bought back the POS car they gave us. Do yourself the favor and if you get a used car go to a dealership that will give you a car facts for the vehicle. read more

Avoid this Carmax if you can. They are rude, unprofessional and all bunches of liars. I went there today to have my car appraised. I sold and appraised so many cars at carmax within the last 2 years and because of the Pandemic, no one drives your car anymore when you get it appraised. And all of a sudden, this guy took my car and had a fun drive with it without my permission. My car is a stick shift. I take my baby in this car. What if that guy has covid? What if he doesn't know how to drive stick shift car properly? What if he breaks something or steal something in my car? No one knows. At least let me know if you will do something like that. Very inconsiderate!!! I was shocked when i saw him driving off! I was mad! So I asked for his name and they refused to give it to me and worst, they won't own to their own mistake. No one apologized for his misbehavior and unprofessionalism. They didn't even acknowledge my disappointment about the pandemic safety issues. My car is a $100k worth and someone else just drove it without asking me. No one should be allowed to drive your car out of the vicinity without the owner's permission. That's just a common courtesy act. Do not get your car appraised here. DON'T COME AT THIS SPECIFIC CARMAX. They offer low. You will have to deal with dishonest and unprofessional people. It's completely a waste of my time. AVOID THIS PLACE AT ANY COST. read more

CarMax - This is the guy who drove my car without my permission - Used Car Dealers Near Me - Duarte, California

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Went to this carmax to check out their car selection. I have dealt with multiple carmaxs in the past and have also been happy and a satisfied customer! But today the person who helped me was not helpful, friendly, or an ideal person to work for carmax. His name was Isaias. He seemed to be in a rush, talked very fast, was impatient and didn't explain anything. I wanted to take a car for a test drive but decided to leave because I no longer wanted to give this carmax or this person my time or my business. read more

I came here on Labor Day and had a car picked out. Unfortunately, right this guy Salim acted like I was wasting his time. I've have bought two cars hear before and never have felt anyone make me feel less welcome. I asked if he would keep contact if any other cars like this come in would he reach out to me he says he can't promise me anything. I will not be returning to Carmax Duarte. read more

I bought a car from the Duarte CarMax in early May and everything seemed to go smoothly with the purchase until a month later when I received a letter from the DMV telling me that the registration payment CarMax made on my behalf as part of the purchase had insufficient funds. I immediately contacted CarMax and spoke with the DMV liaison who said she would take care of it. She did not. A month later I received ANOTHER letter from the DMV threatening sending the delinquent payment to collections. I have been getting the runaround from CarMax Duarte and am now having to escalate the matter to their corporate parent. Beware buying a car at CarMax Duarte! read more

I would like to say my experience was great overall it took 3 hours but it's okay they were busy! But the manager Paul Singh and the business office Paul were awesome I will definitely come back or recommend this business for selling your car. read more

Pretty well run place to sell your car. You check in and they have you wait at the associate's desk. He fills in your info on the computer and you let them know where your car is located. You wait in the waiting area - there is a screen that will flash your name and status. The waiting area is cool, got a little spot for the kiddos to play or draw. There's also another area where you can get coffee and vending machine snacks. When our name flashed, the guy provided us with our quote, which was good for a week. We ended up selling the car for just a tad bit more at a smaller, local car shop, but this is a good place to get a baseline on how much your car is worth. read more

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Made my appointment at 5 to sell my car, and was out by 7:30ish. I received the same offer as my estimate and the staff was nice. The only issue I had was all the staff was just standing around talking. I saw how long each inspection took. It was no more than 10 mins and I only had 3 cars ahead of me. There was also no one in the signing room, but we waited 30 mins until we were called in and that only took less than 5 mins. I was expecting to be here for a couple hours, so I wasn't too upset with the wait. read more

Super easy process. Clean. Easy. Professional! I walked in to get an estimated value on a vehicle, they had it done in about half an hour and I was out the door. read more

Business Office is joke,,,, should be Business Desk......One Person Working!!! The DMV is faster than them....SAD... Very long waits for everything, unorganized, lots of people walking around doing nothing. I was at the Business Office to sell a car, that was a Nightmare. The line was 15 deep, with Vroom or Carvava, they came to you, no wait, no hassle, this place is a joke. How can you have ONE teller at the Business Office, that's where your choke point is. This is unacceptable! There were other people in line that were just as pissed. Management was no where to be seen, or show concern for their customers. Instead of making your customers stand in line for 2 hours, how about a number/ticket system, or page us when you are ready for us. We can be walking around the showroom or check your inventory. This is not that hard, your customers can have a better experience and maybe even find a car to replace the one they just sold After 2 hours in line, I was informed they don't do Mercedes Benz lease, how convenient for you. Why did you give me an offer if that was the case. The CSR said, at started today...WTH.. You lost me as a customer for life... read more

If there were negative stars I would give this company a minus 5. My daughter had found a used toyota corolla at Carmax in Duarte. We went to this location where they pulled the car up for us to look at it. A couple red flags were the aftermarket auto parts store hubcap, (which salesman said were the stock trim), and odd paint patterns. We looked at the car and I asked to see the CARFAX report which is standardly offered free if charge by dealers. We had been to at least 6 other auto dealers by this point. CARMAX responded by saying they use an Experian based search for auto records and collision history. The Experian search revealed no major damage, but oddly lacked any service history. I requested a CARFAX report, however CARMAX does not offer this service free. So I paid the 48$ dollars for this report which detailed that the car had sustained major damage and was a total loss in 2016, in Plano, Texas. This experience showed that CARMAX is willingly not transparent with car buyers, obvious by their use of a history search that provides false information for them to use against consumers. To me this fraud, and at the very least proves unethical and dishonest activity by CARMAX. Buyers be advised. read more

CAR BUYERS BEWARE - DO NOT PURCHASE A CAR HERE I sold a car to them, which was fine, good money for what its worth, super happy and I'd say it's not a bad idea on that end. You may wait for 2 hours or so as they are slammed and understaffed on the finance side. Buying a car is a whole other issue. Wait time sucked, that's the least of the issues. For the past few months, we have had multiple issues with the car. Calling them is a nightmare, no one answers from service to management. The service staff is unhelpful when you get them, some are incredibly rude, think DMV. You're just in there to do your deal and you get an unwarranted attitude. I'm not sure if they'll fix the car or if I need to get a refund, still in limbo but thought I'd help my fellow humans. read more

Reporting to DMV investigation, we bought a car 18 months ago, still no pink slip, we paid cash, "see pictures one" stuck with the car we can't do anything. As we went through Arbitration process to department took my original bill of sale & claim later they don't have it. Luckily I took pictures of all my documents. "See pictures two" Frustrating forced to file investigations with DMV against Duarte Carmax dealership. If you have similar experiences report to DMV fraud department. read more

I strongly feel they need to retrain sales associate ERICA and JESSICA. The "besties" collaboration was not properly handled when it came to assisting my boyfriend with buying his car. Erica hardly spoke, she just was in such a rush to leave and didn't communicate with the customers like she should be doing. Along with her attitude about having to show us more options for cars like we were inconveniencing her time. Erica didn't acknowledge the adequate information necessary for this first-time car buyer. Her main motive was just getting out of there. And at the end of the day, she didn't get her deal closer because the transaction was never over when she left. That's her poor handling and she needs to be fired. I bought my car back in May with no problem and compelling communication with my sales associate manager. But this experience was a waste of time. Don't expect to come here with someone like Erica and expect to walk out with a car. read more

Very easy process and fair value offered. Good customer service and clean waiting area.

I highly recommend Jerry Quach if you are looking to purchase a vehicle from this CarMax. I came in to purchase a new car for my mom as well as trade-in her old vehicle. Jerry was able to get us through the whole process efficiently and without any issues in under 3 hours. This included appraisal, test drives, financing, and cleaning - throughout the whole process he was never pushy on anything, which made me feel very comfortable. (My mom had scoped out the car she wanted previously, so this saved us some time). When Jerry saw my rates from another lender, he told me that he has seen better rates from CarMax financing if I was interested (again, he was not pushy at all). I agreed to a check and ended up getting a much better rate with CarMax. It was a bit of extra work on Jerry's side so I was super appreciative of that. After we had already left the store, I remembered I forgot my backpack in my trade-in vehicle even though Jerry asked us multiple times if we needed to clear anything out. When I called about it, he made no fuss about it and got my bag back to me right away. Overall I was very pleased with my visit - Jerry made it seamless. read more

I received an online quote to sell my car here. Upon arrival they told me how the process works and inspected the car. All went smoothly and the paid me what I was quoted online. Irene helped me through the process and was great! read more

Asked to test drive a car, they said 15 minutes. Two hours later they said they are ready, I'm already home. They had workers who were just talking and messing around with each other and then one of the workers were rude when I was first coming into the carmax, they got mad that I didnt make room for them in an alley way to get out of their parking spot, first of all the cars parked couldn't allow for more than one car to drive through the space, secondly they went into the car and saw us coming and they didn't even have a seatbelt on but just tried to get out their spot as we were passing them. Like I understand right of way but they only tried to leave the spot just as we were right besides them and then they get mad and yell at us. read more

Strange store. Dozens of employees, no one seemed to be doing anything productive, most employees not interested in helping customers or doing actual work to earn their pay, gloomy environment, the person who issued the appraisal was persistent in asking personal questions. Felt like a used car lot, hard to believe this is a well funded CarMax franchise. Carvana offered $1,000 more. read more

Sold a car here and the process was quite simple and smooth though there's a bit of wait. Highly recommend to make an appointment ahead of time from Carmax website, and get a quote too (it was quite reasonable comparing to market price) which will make the whole waiting time a lot shorter. Made an appointment for 10am on a Saturday, there was quite a bit of crowd, we were told to drive the car into the maintenance area and left them with the key, stood in line for about 15 mins and completed some simple paperwork, and was told to come back about 30-45 mins later which they would give us a call then it's our turn. So we just left the there and did some grocery shopping, and exactly 35 mins later we got a call to head back, signed some documents, got the check which matched the online quote exactly, and left. Pretty simple. Professional and friendly staff. Highly recommend to sell a car here. read more

I'm leaving a 10 stars review for Angel Lopez at Carmax in Duarte. Angel is truly an angel super nice amazing salesperson ever, who really listens to your needs and wants. I highly recommend him for any of your vehicle needs. Angel works hard for his customers by going above and beyond to make sure you are taken care of. My experience with Angel Lopez was quick, easy and enjoyable!!! Angel thank you so much for everything! You are awesome! Bless Your Heart!! Roxanne read more

I sold my car here and was pleased to get more than I thought I would. The service was friendly, and the location was clean. They explained every step of the process clearly and patiently. They also provide a free ride for locals. read more

Want you to make apointments and then make you wait hours. Staff was fine. Would go to a different location if I were you. read more

If I could leave 0 stars I would....carmax is a genuine joke..please don't go to appraise your vehicle unless you want bottom dollar...the quote was a joke...I paid more for the stereo system and wheels and tires two months ago..they made up a second bogus accident report...the original was a couple hundred dollar scratch...which aaa said it wasn't the 700 report value the dmv required...then a noise in the engine..all chevys make the same noise..Wtf...I can't here what they are talking about..the same truck retails between 15000-22000 dollars and the auction price is junk for 10k and good for 15k...we tested a theory and carmax failed... Hey shit max....I sold my truck for $11500. To a dealership... This just proves that you are taking advantage of your clientele read more

CarMax - Used Car Dealers Near Me - Duarte, California

Horrifying wait times. Got here at 10:55am for 11am appointment. Still waiting to sign. It's 4:37pm. Everyone here in Carnac uniform is on their phone most not serving customers but no one is willing to help to know how much longer we have to wait. BS. Never again. read more

I decided to sell my car. I went online and got a price good for 7 days. It was quite a bit higher than a month ago so I got lucky. Used cars are the hottest commodity in July 2021 and the leader of inflation. The whole experience was pretty smooth. Friendly staff, nice showroom with AC / Vending Machines / Restrooms. They gave me the exact amount quoted and I was fairly happy. Don't expect to get a lot, they'll usually give you a little more than half of what they plan to sell it for. On the other hand who wants to deal with the general public coming to your home, never knowing when you'll sell, never sure if that person will carjack or damage your car and never know if their check will clear. So a lot of convenience doing it this way. Only MAJOR complaint was the time it took. I was there 3 hours on a Monday with an appointment at 11:30a. First, they didn't help me until Noon. Second, they tell you to get in line to get the paper work started while they inspect and test drive your car. This line took an hour to get to the window. Must have been 20+ people in line and resembled getting concert tickets. Now the kicker. I finally get to the window and noticed there are 3 windows, yet just 1 person helping customers. Where the are the other 2 and why aren't the other windows being manned?? Third, after "checking in" they tell me it will be an hour to an hour an a half to hand over the paperwork and get paid. So I sit there another 70+ minutes until they call me. So 3 hours later I am done with check in hand. Horrible service on the last stage of the deal. I'd suggest a couple things: bring a battery charger for your phone, bring something to read and bring bottled water / snack. Be prepared to be there a LONG time. I can't imagine what an ordeal it would be if you also planned to buy a new car and then finance it through them. You'd probably be there 6+ hours! read more

CarMax is the worse place to purchase a car. Oh! Forget about the extended warranty since they will fix the bare minimum. I purchased a car several years ago with an extended warranty, worse mistake ever! I took my car to CarMax Duarte as it would get stuck into gear, they replaced the part, I had the same part replaced twice. Still expert transmission problems, I took it there to be fixed, mind you a $250 deductible each time which is not cheap. They held my car all day, charged me the $250 deductible and still didn't fix. Do yourself a favor Don't purchase a car from here! read more

Super packed car max. Came on a Sunday with no appointment and the wait was quoted at 30/40 minutes which is totally fine. You can go to the lot to look at the cars while you wait. Not that many options and a lot of the detailed paperwork with the info was behind tinted windows for most of the cars. How do they expect you to read that unless you press against the window with your face which I will not do during covid. There are plenty of dealerships walking distance from this car max that has better deals read more

I came here to get my Honda appraised, and it didn't take more than 1 hour. It was a Sunday, so kind of busy, but my CarMax associate was very helpful and kept me company. The small talk and the cup of water was nice, but it'd be nice if they had a coffee bar with pastries. You know, like nicer dealerships. Anyway, the entire process was straightforward and there were no surprises. Will come again and will recommend to friends. read more