Well, I just sold my car for $3500 that CarMax appraised at $1700. That's right, I got over twice as much as they offered. I created free listings on cars.com and cargurus.com and sold it in less than a week. read more

Recently purchased a low mileage mercedes e550 from this dealership. Yes, the purchasing experience was a breeze. They have that process down. I went in on a Rainy Sunday to view the car I had shipped from another dealer, it checked out and I was out of there 45 minutes later. Amazing! The customer rep was great, very helpful, didn't pressure me too much and definitely helped to uncover the different options for financing. I also purchased the extended warranty because it's a mercedes and I'm sure over 5 years it will come in handy. Now, the Service center. I was assured by my sales associate that if i found any issues with the car that'd it'd be no problem, but that each car has already been "inspected". I noticed immediately that the front tires were worn bald on the inner track and he assured me, anything that needs replacing in 25 days is fully covered, not an issue. Well of course I figured it would work out. So on my way home in notice that the car is smoking out of the engine bay! Obviously an oil leak, however it was somewhat frustrating seeing that this car was supposedly inspected. I also noticed the car had a strong pull to the left. I noticed this on the test drive, but obviously being chatted up, i paid no attention to it. The next morning after I took it home in noticed an oil leak right on my driveway!!! AN OIL LEAK! I thought how could they miss such an obvious issue and I immediately felt the need to take the car in. So i took the car to my mechanic (who works on my other mercedes) and he confirmed that indeed there was an oil leak, in fact there was 2 of them and the smoke was caused from the oil dripping onto the catalytic converter.. So i took it back to carmax to have them check it out.. of course i had to schedule an appointment 3 days from then and i dropped the car off anyhow. They completed the repairs without incident and i thought great, at least it was easy.. WRONG!!! the car still pulled to the left. so i took it back in, they re-aligned it, reset the steering sensor (which has to be reset every alignment), and i had the car back (AFTER 3 Days mind you..). So then i took the car to my tire guy to validate the alignment, and guess what.. HE SAID MY FRONT TIRES NEED REPLACING!!! he showed me the inner wear and the tires were basically bald. Now the tread in the middle of the tire was okay, but he said within 1000 miles or so they will be showing metal.. I figured okay, i'll just have to schedule another call with carmax.. Then this morning I call carmax to schedule the 4th visit.. Obviously they're growing tired of seeing my car.. and now OF COURSE i'm dreading taking my car in yet again.. So i call them and i explain the situation, The service guy says i'll need to schedule an appointment and then prompty forwards me to a voicemail.. now after 5 hours still no call back.. Am I going through a stall tactic? Do they want me to go away?? I mean they're the ones with the guarantee. Why is this so difficult? All of these things were supposed to be addressed during this so called "inspection"!!?? Now, not only did I pay $1000 above kelly blue book value for this car which had oil leaks, needed work done immediately, and has 2 bald tires... which i was told was priced that way because "they do inspections and i'm getting a car which has had been fully looked over". And now after trying to get my car up to this standard i'm getting the run around.. If the warranty claims are this difficult, I will take it upon myself to warn about my experience here: http://mycarmaxexperience.com/ read more

Customer service is an F and the offers match. I made an appt. With Ivie at 1pm so I wouldn't have to sit around and wait. I get to the store and Ivie has no idea about our previous conversation about coming in and also has me wait an extra 20 min, which was the reason I made the appointment in order to bypass the wait, per her advice. I finally meet with Ivie who has been nothing short of cold and condescending during our brief interaction. She then ramps up that attitude because I don't feel like giving my email. She looks at me as if I'm insane and angrily asks why I wouldn't want to give my email? I simply just said I'd rather give the least amount of info possible, given our new hacker-friendly world. She told me it was for a survey, as I suspected, and again declined. The condescending tone kept coming and she asked if I had an email (...does it matter?). I said yea and restated my position in a cool and collected manner. She then very quickly went through the rest of the process and wasn't hiding that she didn't care for me much (she apparently really wanted that email). She clearly wanted me gone by this point and if I asked a question about something she just stopped, stated at me and then resumed talking. I'm not sure what I did to piss her off so much at this point, other than maybe being a male, but it's really just a testament of how poor customer service has gotten in this country. The offer was just as bad, which I half expected, but after the onslaught of rudeness I received I just simply shook Ivie's hand, looked her in the eye, apologized for somehow ruining her day (by not giving my email) and hoped she had a better day. I honestly hope she does, but there definitely needs to be some training done. read more

I purchased my truck from Carmax Irvine in August of 2013. Since it is not my only vehicle, I do not drive it daily. My VERY FIRST tune up was in June 2014 with 6,000 miles since the time of purchase and 26,177 miles total. Note again this is my first tune up, with not so much as a rotation of the tires. First, I made about 7 attempts to get a hold of someone in the service department the week previous. No one ever answered the service department number. I was finally able to leave a message with a service department representative when I called the sales department and was transferred. I asked for a 20,000 mile service, to oil up a squeak that was coming from the bed and could be heard from inside the cab, and to plug a slow air leak I recently noticed in one of my front tires. Here come the problems!! After brining my truck in for service, I was called by the service representative and told there was already a plug in the tire. I thought that was interesting since I had never removed or rotated the tires. That means Carmax sold me a car with a plugged front tire. I did not think that was a big deal until the service rep suggested I plugged the tire. I said that was impossible because I had never serviced ANY part of the truck previously. However, he wanted to argue with me by saying he could tell the plug did not come from Carmax and that Carmax checks the tires before reselling your cars. Obviously someone at Carmax did not do their job and check carefully, or decided to skip some steps. Yet it was being suggested I was lying. I took that as an insult. Then, when I arrived to pick up my truck, I was told that if Carmax had found the plug initially, a new tire would have been put on the truck for safety reasons. Of course that did not make me feel any better. It gets better!! So the service rep then told me the squeak I "thought" I heard was the wind blowing through the bed of the truck. I am in my 40s and have owned multiple trucks and cars, and I know the difference between the wind and a squeak. I tried to explain the squeak and how the bed contacts with the frame and will need oil from time to time. He shrugged me off and said I should record the noise. I was really not a happy person by this point, but instead of arguing and blowing my lid over the incompetence, I left. The minute I drove away I heard the squeak, so I turned around and took the truck back. I had the service rep get into the truck with me and ride around the parking lot, where he heard for himself the difference between a squeak and the wind. Should I have to educate your service reps???? The service rep offered NO assistance or apology. I left and drove home. I laughed when I got home because I decided to check if Carmax had reset the oil life light. Of course not.. it was still showing my oil life was at 6%. Since I did not get a vehicle manual with my truck, I went on line and learned how to change it myself. I felt I even had to check the oil to verify it was changed; luckily for me it was. read more

Very poor customer service. The sales reps and supervisors do not return calls and are nonresponsive to serious customers. It's like don't care if they make a sale. I felt like just a number to them. Do not bring your business there or especially deal with Joe Silva or his supervisor named Gem. read more

We have sold 2 vehicles and purchased our most recent one last Sunday. The experience was GREAT!!! Mary Jane was the kindest, most patient person we have had the pleasure of doing business with in a long time. Not just her... the administrative agents handling the paperwork ...Crystal, on our first Carmax encounter selling an old Dodge Truck and Franco, most recently for our trade-in and purchase, were fantastic. Really, CarMax at least here in Irvine, have buying and selling cars down to a fine science. When the time comes to buy again, we will call Mary Jane and get it from her at CarMax. read more

JUST SAY NO to sales rep Mary Jane. Both of our cars had to be totalled from a random act of arson last week, so my husband and I were out today test driving cars. We walked into Carmax, and Mary Jane, a blonde sales associate maybe in her late 50s, approaches us immediately and asks in an obligated sort of way, "Can I help you?". We said yes, we are looking to test drive some vehicles. The next thing out of her mouth was "are you buying today???" When she didn't get a solid YES, she proceeded to snobbishly lecture us about how they "dont normally do test drives for anyone unless they're buying that day from Carmax, because so many people come in here all the time and drive 6..8....10 cars, and then go buy the car somewhere else.". At this point I'm thinking, 'maybe you should go work at another dealership then dummy'. She then added, "Also, you have to understand that we work on commission." We explained that we understood this, but we we will be buying soon...probably within the week, and need to see what kind of car we each want. She then rudely asked what kind of car we would be buying. We told her a luxury sedan, and a luxury SUV. My husband, who was at this point (understandably) extremely offended and upset, finally said, "Ok, that's all fine...we hear you, and we will be going somewhere else where they'll gladly take our money". We then went to the manager, Marc, and explained the situation to him. He was kind and very apologetic and offered to assist us if we would give him another chance. We plainly said thanks but no thanks. We told him we just wanted to make him aware of how extremely rude and condescending Mary Jane was to us, as potential customers. Then we walked out. Mary Jane should be fired. She is the epitome of a horrible salesperson. If you buy a car here, DO NOT buy it from her. read more

I came in, expecting the worst, but actually left pretty impressed. My car was having issues with the transmission and I knew it was past its useful life. Just not worth putting $4K into an 11 year old car. I limped into the parking lot, walked up to the counter without an appointment and had maybe a ten minute wait. The advisor was friendly, informative and low pressure. The price they gave me was pretty fair and I was glad to be done with it. The paperwork was relatively painless and I left with my check in hand about an hour later from start to finish. read more

CarMax made my car buying experience painless. Matthew Heil is the best - no pressure sales tactics - and gave me positives and negatives of the few vehicles I planned to see when I arrived. I purchased a 2014 VW Beetle R-Line and, within 24 hours, I realized I wasn't comfortable driving without a backup camera. I took it back the next day and returned it - no questions asked. Matthew was so kind and showed me how to build a search to alert me when a car was available which met my criteria. Just a few short days later, one showed up in Oxnard and he immediately put it on hold for me and had it delivered to Irvine. I got a smoking deal on the car - they price them more than fairly - and I was so happy we found the perfect car. read more

Great experience. Receive a great price for a 2010 BMW and still haven't found a better deal 3 weeks later. The 5 day money back guarantee is outstanding. Gave me a chance to have the car checked out to ensure all was good....which it was. I was also able to get better financing with my own bank (beat the rate by 1.25%) within 3 days, Carmax was very professional about it (not grumpy at all), it was quick and easy. I would recommend to anyone. read more

I feel bad however it is asking for a review and this review compared to the other 3 cars I purchased from CarMax is very bad! It was a disaster from the start, and there were times when either Management or people in position could have made things better, but it just did not happen that way! I paid for a car transfer and my salesperson had one foot out the door so to get to someone who knew my situation was a joke! Thank God the original Salesman came in to work (with a "I resign" letter in hand) and directed me to a proficient Sales person. I purchased the truck and personally made sure that the Business office was parallel to dates of conclusion (their purchase of my car and my purchase of a new truck). I was assured of dates and pay-offs as I was closing a Home Loan. The dates promised did not happen in fact they were a week late which caused my home closing to increase by $500 due to the dates not being performed. I also had to have repaired on the new vehicle purchase, so I did not get my new purchase for about a week! Then when I went to purchase new registration, DMV had no clue as CarMax documents never arrived. Purchase was almost a month ago and as of yesterday DMV still had not received documents. CarMax gave me a 1 day pass but also charged me for it! So that was a pain to sit at DMV to get an extension of driving while not registered It is my opinion only that CarMax has a great Business model, however they must work on personnel follow through! The only reason CarMax is in business is because they pay top dollar for the Consumers car and have a great selection for used cars! The rest is questionable! I had to pay cash and provide insurance before pulling away in a different car which is fine and should be expected, but CarMax was allowed to keep my car, sell me a different car, have my cash in hand, however their monies was allowed to drag a week! Basically creating a financial upside down to the Consumer! Which is way out of line to say the least! read more

Traded in my vehicle today for a fair and good price today with the help of Leo Castillo. Him and the carmax crew made the whole process effortless and easy. Best experience I've had at a dealership so far read more

My wife and I needed to trade in my 2007 Ford F-150 and buy a used crossover. Our salesman was Ardie, he showed us around and was patient and helpful. We learned you've got to be quick, cars we liked were gone when we came back to them. I got Blue Book for my truck (amazing), and ended up getting a great car with a great interest rate. Pretty much stress free. We'll be back the next time we want to buy a car. read more

I give it a three. I've only sold my old cars to CarMax. I've never purchased. The staff is friendly, professional and efficient. I recently sold them a 2015 KIA Forte for 11,000. They have it on the lot for 14,998. Here's why you don't buy cars from CarMax.... I paid 13,888 for this car when it was brand new. No, you don't need glasses. They are selling the car for over 1,100 dollars more than what I paid for it NEW. If consumers would take a few minutes and look at the Saturday car ads, you can get a new car for what Carmax is selling used cars for. read more

Worst customer service!!!! I will NEVER go back!!! Management is not helpful at all!!! DO NOT PURCHASE OR SELL HERE!!!! And beware, that if you do sell and happen to leave anything in your car, they consider EVERYTHING (besides a house key) trash and you will not get it back!!!!! Terrible customer service.....I cannot say this enough!!! read more

Matt was an amazing salesman. He was so knowledgable about every aspect of the vehicle we were interested in buying, including the warrenty and financing options too. We ended up purchasing it and leaving with it that same night. Both my husband and I will be recommending Carmax to our friends and family. read more

I recently bought a car from Carmax irvine. The salespeople are very helpful however the service department sucks. Every time I call the service department they just forward it to voicemail. No one picks up the damn phone. I had to get someone from the business office and I told them that I need to talk to someone and they better make sure that they don't forward me to someone's voicemail box. I left them a voicemail with my name and number but they never called me back. They have poor customer service period. If you want to deal with rude service reps this is the place. The Service rep and manager answered back to me on a very unprofessional manner. This is ridiculous!!! I made a very big mistake of buying a car from them. I should've checked their Costa Mesa location instead. read more

John was rude and unprofessional. He couldn't tell the differences between cars and tried getting us into the wrong car. Before he showed us around I stated I was simply looking and wasn't looking to buy at the moment. Later when I restated this when he wanted to look at the numbers he basically told me I wasted his time when he could have been helping another customer since he gets payed for commission. When I went looking at other cars he rudely stated "see she doesn't even know what she wants" to add to the I wasted his time. I will not be buying a car here. read more

I returned a car with an electric problem and they are reselling it to the public. I was looking around for a certain make and model and found it online at Carmax. I immediately talked to the rep at the irvine location who was very nice and helpful and transferred the car from another location. I test drove it, liked it, and within two hours I was driving home in my new convertible. The very next day, it stalled on the way home from work and the check engine light came on. It was a Friday and the service center closes over the weekend but they did give me a loaner car while they had it. They told me the computer read a random misfire which meant the spark plugs and the o2 sensor needed to be replaced. They replaced it and I didn't have the car for another 4 days before it happened again. They gave me another loaner car while they tried again to fix it. The tech told me that different codes came up on the computer this time, but they disappeared and they spent two more weeks trying to replicate the problem. They couldn't and to their credit, the manager signed off on the return and I bought a newer, nicer one I'm very happy with thus far. I would have rated my experience 5 stars, except I checked the website out of curiosity to see if they put the one with the random electrical problem back on there and they did. I like to think they found the problem and fixed it, but these types of electrical problems are hard to diagnose and doubtful they just came up with the solution. Instead, they are reselling a car with a likely electrical problem to another unsuspecting customer. read more

We bought a 2011 Jeep Grand Cherokee Overland on Wednesday and loved the car. Bought on a Wednesday and on the 4th day had serious transmission issues. Took into the service department and found out it was a compression issue with the transmission. Decided to return the car as Carmax offers a 5 day return policy. Returned on the 5th day and received the full refund. (Decided to buy a new Honda Pilot, as we traded in our 2006 Pilot that had over 190,000 miles with no major issues) our salesman Val was wonderful during the buying and returning process, he was very professional and treated us with the upmost respect and courtesy. The entire staff was very professional during the refund process and the manager was very kind and understanding to us. Even though we did not purchase a car there I completely recommend them if you are purchasing a used car. Val Westover is also wonderful so if you are looking for a car there ask for him, he will sincerely take care of you and you will leave with the same feeling we had, that he really cared if we were satisfied with his performance. Val does not have the usual "car salesman" attitude he really wants his customers to be happy so if you go to Carmax in Irvine, ask for Val Westover and your car buying experience will be calm, reassuring and stress free. read more

The manager in the business department named Steve who should be fired!!! He does not know how to handle difficult customer complaints in a professional manner. I am a Manager so I know what it's like to deal with angry, upset and telling people but this guy is extremely demeaning to his customers. HERES THE STORY; Carmax finance shut down at 2pm in the afternoon and this idiots response to that is they are separate entities. Well to be quiet frank, that's not my problem YOU work for the company and should there for be able to contact your home office in some way to assist me as I'm a 4 year customer. I left because Steve was absolutely zero help standing there with a red frustrated face giving me zero clarification nor did he ever even ask me what was going on he assumed he knew already, WRONG. The other employees were genuine and as helpful as possible in this situation. But still no one could offer answers as to why the company was temporarily shut down in the middle of the day. So I left and come to find out carmax finance shut down for 2 hours for a staff meeting in the middle of the day!!!!! I don't know about you but every company I've ever worked for when we had a staff meeting we still answered the phones because the customers are what keeps the doors open. Ridiculous!!!!! Just be warned Steve inadequate as a manager! I wouldn't recommend any friends or family to a place that treats their long time customers so poorly. NEVER PURCHASE FROM THIS COMPANY!! read more

Unbelievably great experience at "a used car lot"!! Went there to guide/assist our daughter and granddaughter, and couldn't have been more pleased with the entire process. We arrived around 4pm, were greeted at the reception area. After telling them what we were looking for, we were offered the opportunity to browse around until a salesperson was free to work with us. The receptionist pointed out the area that we were most likely to find what we were looking for, and we began our search. Jose, our salesman, joined us after about 5 minutes, and then took us to a computer where he was able to pin point the exact location of cars that met our search criteria. From there he took us to each one, opened them, allowed us to test drive as many as we needed; finally ended up back in his cubicle completing paperwork. Final bit of paperwork was completed at the cashier's desk, and the car was ready and waiting, freshly washed, with a full tank of gas!! We were there on Sunday, by the way; we understand that Saturdays can be quite crowded...FYI. read more

Well new update for this awful place my daughter got her car back and didn't even have it one week and the check engine light is back on I am convinced now that this place just takes your money and gives you a bad car my daughter has kids small children and has to keep taking the car back I am going to get a lawyer now this is the 3rd time the light has been on I gave them a chance to fix the car but this is the last straw I do not and will never recommend anyone to buy a car from this place ever read more

This was our first trip to Carmax. We were looking for a specific vehicle, which they happened to have on their lot. We also had an older car to either sell ourselves or trade. Both the price for the car we wanted and the trade value they gave us for our old car were better than we'd expected. We'd especially like to recommend Rebekah in the sales office. She's professional, friendly and a pleasure to work with. When the need arises, we'll come back. read more

When I first went to carmax to get an appraisal for my car, I expected them to give me a ridiculous lowball offer. I was wrong! When I went in with my husband we were greeted right away by Frank. He set up everything for our appraisal. Maybe 20 minutes later it was down and we had s pretty decent offer. We went home to think about it. We returned the next day to sell the car. We sat with Deb while she took care of everything. Deb was super sweet and had amazing customer service. The whole process was so easy and we were very pleased. read more

Very friendly and helpful. Got a good deal on my Prius. The next day noticed cosmetic damage that I didn't see the day before, they replace the rubber molding and fixed the other things for free as they said they would. Pretty busy location so it takes a few days to schedule an appointment, but they always follow through. read more

Terrible repair department . Great car buying experience here, was willing to overpay for what I hoped would be a dependable and reliable car that I didn't have to bother with constant maintenance. Within the first 6 months of having the car had to take it in 3 times, they had the car for over a month during one repair session- Wouldn't ever give me a straight answer on when I might be getting the car back and didn't give me a loaner til the 4th week. Called to speak to a manager and was told every time the manager was "with a customer". I wouldn't buy from here again. read more

My first time writing a review, but just had to do it. Could not be more disappointed with their customer service after I purchased the car... of course. 2 or 3 weeks after I bought my car from them it started making a loud rubbing noise in the front tire so I brought it in under my 30 day warranty. They said it was a loose lug nut causing the noise, NOT my brakes, and they fixed it. Well now, a month or 2 later my car is making the same noise in the same tire. I bring it back, now not under warranty and guess what???? Wouldn't you know it, it's my brakes!! This is beyond frustrating to me and I told them there is no way I will pay them to fix my brakes when just had the car in a month ago under warranty for the same sound in the same place. They refused to pay for it also, so I left. And to top it off, my car was there all day and they didn't even wash it like they told me they would. I have gotten a 2nd opinion from Mazda regarding the brakes and they told me that they must have misdiagnosed the car the first time, therefor CarMax should be paying for the repair. First off, why did they sell me a car with a "so called" loose lug nut to begin with?? And if it wasn't the lug nut and is the brakes, they sold me a car with brakes that haven't even lasted me 3 months. And they refuse to cover the expense. I drive around with 5 kids in my car and this is unacceptable to me. Then last night was the icing on the cake when I got a call from Sirius Radio asking how I liked my 30 free trial. I had no idea I even had a 30 day free trial, they never told me about it!!! So now it expired and I never even got to try it out! LOL! This place is a joke. Don't buy a car from them if you are planning to use their service department for your cars needs! This was my 1st experience with them and my last. read more

Bad company and bad customer service. I bought two cars from Carmax and have never used their warranty because they play a game. Even worse their employees are treated as robots "do as I say, and NOT as we do" ,,,just Fired another great human being this week as well as another three weeks ago. Makes no sense. They will keep the balled face liars! Carmax is about the dollar and not the dedicated and hard working employee. Giving my warranty back to Carmax tomorrow. It is worthless!!! read more

In 2010 I bought a 2996 Toyota Sienna van and I couldn't be happier. I bought the insurance policy which has actually paid a claim in full. (front airbags) The van is wonderful and still under their warranty for a while. I will be going right back to Carmax for my next van, and I am headed over there now to help my daughter choose something for her. read more

Have had two cars in for trade in. In my honest opinion, I would suggest never to waste your time. They appraised 8K less than KKB trade in. When to dealer and was given correct KKB trade in price. Reminds me of a old school car sales experiences. read more

So disappointed. We have purchased 4 cars in the past from Carmax. Each time the experience was great! We went last night to look at cars as we need to buy another one and we were told we had to wait 50 minutes. It did not appear that the sales people cared that we were there. We left and made an appointment for today. We arrived early and were told to wait 20 minutes....50 minutes later we still weren't attended to. The sales people really didn't care that we were there and the service was awful. It's very disappointing as we have always talked so highly of carmax's service. They have lost a customer and we will no longer be singing their praises. read more

Bought car. had problems from day one.I mean major problems.Repair after repair .service dept would not even fix it.also something fishiy with my licence plates they lost them or something then I had to pay for them. Witch they should of paid for. Liars liars and they do not care about the consumer.don't go there to buy or sale your car.all they care about is to sell you a car and make money.dishonest.etc.Called managers and corporate office no calls and no resolutions. read more

They were very organized and I got an appraisal within half an hour. They answered all my questions. But they alleged frame damage on my car which my mechanics says isn't accurate and offered half of what my car is worth. I ve taken good care of my car and all the notes said Ok vs good or very good. read more

I have purchased over the past 45 years everything from new BMW's to Porsches and Mercedes from the early 60's to contemporary years and have had a number of good and many bad buying experience. At CarMax (CM), things were different on several fronts. With a fixed price going in, one big obsticle is eliminated / that of the ever changing "deal". Also the test drive experience is a very clean cut and safe experience / not a quick drive thru uncharted waters of streets and freeways unfamiliar to the buyer. I even used the delivery option from another CM dealership to see what I was shopping for. In the end my lovely wife drove off in a 13,650 mile MBZ still under warranty and we purchased an extended warranty to 100,000 miles just for peace of mind and wallet. I will always consider CM in the future. read more

When I bought my car one week from the day, I noted to the salesman that the driver's door lock (The only physical lock on the car) was punctured. It looked as if the lock at one point had been stabbed with the screw driver. Immediately, Paul Bennet said He would make a work order to have it fixed for me, free of charge. I even purchased your highest tier MaxCare to assure the life of my vehicle over the years! It was not until I started to go through the actual process of dealing with your service center where I may never recommend your service to ANYONE. I was called on 8-3-17 by one of your service reps to make an appointment to get my lock fixed. She scheduled me for the following day 8-4-17 @10:30am. I arrived 5-10 minutes before my scheduled time. I walked into the service center and saw about 5 or 6 service consultants talking to each other about how to tell a customer "No we don't service a battery, we don't even test them". This right here is a failure in customer service. As an outsider to your services and program, I should not be subject to listening to your staff speak among themselves on way to tell customers "No". I proceeded to stand there for close to 2 minutes before one of the girls asked me if I have been helped yet and started me along your process. She checked me in and asked me what my visit was for. She asked if she could get my keys to move my car into the service area which I noticed there were no other cars waiting ahead of me. I was checked out by Jose Chavez. Jose said, we will call you around 3:30pm and let you know the status on your car. I asked Jose, How long this is going to take because I do have to leave for work at 3pm. He said he will let me know then as soon as possible what the status is on my car. I said okay, Thank you and left. I called Jose at 12:45pm (over 2 hours from the drop off time) to ask what the status on my car was. Jose told me that "My technician is out to lunch right now and I will let you know when he gets back." Again, as an outsider to your operations, I saw 6 people standing around chatting to each other when I walked in, and the Salesman Paul B, Told me you guys have over 30 service bays at your Irvine location alone. I asked Jose, "Is my car going to be ready before I have to go to work at 3pm?" Jose told me, He does not know, but he will speak to his technician when he comes back from lunch. I have a technician that called out on a family emergency today." I am sensitive to the fact we are all people, emergencies come up. I get it. The way I am seeing this is, Now you are making your problems, my problems. I was scheduled to come in on this day, at the convenience of your service centers day and time to get my lock replaced and now you are treating it as a low priority problem because you dont have adequate staffing? Now 2:30pm (4 hours from the drop off time) I had never received an update when Jose's technician returned from lunch. I get a call from Jose saying "Your lock is broken. We will have to replace it. Your car is ready to be picked up." At this point I am nearly late for work, I did not have time to argue with Jose or any of the other consultants about this feeling I have of complete neglect from your service center. Remember, I told the salesman, Paul B, that the lock was broken and needed to be replaced. Paul recognized this immediately, and created a work order for the lock to be replaced the day I purchased the car. I told the woman that first helped me on the appointment day that the lock was broken and needed to be replaced. I told Jose that the lock was broken and needed to be replaced. I arrive at carmax after 3pm, I am late for work now. Jose tells me that they have to order the lock and handle as they are sold as 1 unit together and that carmax will call me when its in to get replaced. So, now you have had my car for over 4 hours and nothing has been done on it except that now I have to come back on another day to wait for you to fix the lock I already know is broken. The salesman knew it was broken and the work order he wrote says it was broken I get a phone call from Jose about 10 minutes after I left carmax. Jose asks "Hey can you turn around and come back. I need to get the code off the lock so we can order you the right one." At this point I am furious. I told Jose, I am so unhappy and displeased with my entire experience with your service center today. And No, I will not turn around because I am already late for work as it is." Jose only said, "Im sorry." Nothing to help remedy the situation. I asked him if there was something I could do instead of driving back. Jose says "Let me contact the dealership and see what they need I will call you right back." Again, this tells me that he doesn't even know what he needs but he still asked me to turn around again and waste more of my time on this fix I brought it in for at the start. I ended up having to email a picture of my key for them to order the part. read more

If they have a car you want, couldn't be easier, and usually reasonably priced, you pay a bit of a premium to not be treated like crap but it's not too much and worth every penny. read more

Do not go to these people!!!!! Unethical, bait and switch artist! Provided incorrect information on how to fill out paperwork. Changed their quoted price in 10 days!!! Manager was rude and unprofessional. She even advised that they give a high initial quote and then when you return lower the quote!!! read more

Big Mike was great! He went over everything in detail and his explanations were outstanding. He took his time, I felt unrushed and comfortable. Working with the business office was smooth and streamlined. I recommend Big Mike and Carmax! read more

Will definitely be coming back to carmax, Came in to just "see the car" and had a no hassle experience, I actually tested the waters by walking away already knowing i wanted the truck. They told me to have a great day and didn't take my number.. nothing. Just stayed professional and polite. I will definitely be back in the future for my next car. read more