The customer service in the Service and Repair Dept is terrible. They never answer the phone. The car itself and the sales associates i have not had a problem with read more

I am currently in the car buying process with Carmax so I will update this rever 'if' I finish the deal with them. I have been trying to trade my truck in on a Tesla as I commute and gas is getting way too high. I had an original offer for my truck from Carmax of $19,600. Based on this I ordered the Tesla I wanted from a suburb of Chicago last week. It's a 7.5 hour drive. I understand that shipping doesn't work that way, and it's loaded on a truck that goes and picks up other vehicles, so it takes time. Fine. However, my offer on my truck has expired twice. The first time they re-bid it for $18,400. Now the second time they have rebid it for $17,400. Their offer is only good for 7 days, and they do everything to ensure you cannot have your next car in that 7 day time frame unless you buy something they already have. Classic way of getting you in the door, then renegotiating the terms of the deal. Just be aware of this sales tactic when you start doing business with Carmax. I guess Carvana's offer was a lot closer the first time. I may go with them, and choose honesty over this terrible sales tactic. Update: I got a text that my car had arrived at Carmax at 9:30 a.m. It is now 3:42 P.M. and nobody has contacted me to come and finish the deal. I can't imagine what's taking so long, as I'm busy the next 2 days. Carmax really isn't making this convenient. More to come. read more

When you buy a car from somewhere, and you purchased the extended warranty, you expect the car to last more than a year and a half. Unfortunately, that is not what happened. My experience with CARMAX has been one disappointment after another. I hadn't even had my vehicle for two years, when both the transmission and the motor decided to give up the ghost. I figured, because I bought the extended warranty, that I would be OK. However, I was very very wrong. The vehicle that I had for not even two years, was not covered by the warranty that I purchased, because the cost of the repairs exceeded the value of the vehicle. While, I understand that there are always rules in stipulations for warranties, you would think that if you had a vehicle for less than two years, the dealership would really try to work with you to make it right. Instead, I was dismissed, brushed off, and ignored. CARMAX would do nothing to help solve the problem that was caused by their poor quality vehicle. The mechanic that I ended up taking the vehicle to when the motor died, told me that whoever owned the car before me treated it very, very poorly, and that this kind of stuff should've been caught when they did their inspection at CARMAX. However, that was not the case. Instead, I was left with a car that didn't drive and no vehicle or mode of transportation and CARMAX was not willing to help. I beg you, do not give this predatory company your money. Do not buy a vehicle from them, and don't waste your money on the extended warranty, because it doesn't do anything to help you. You'd be better off going to an actual car dealership, with a good reputation, and getting a used car off of their lot. Do not give CARMAX your business. I spent 14k and have NOTHING to show for it. read more

Fraud is their middle name. Get everything in writing. Do not trust them. Check the tires! I bought a Lexus and paid $900 to fix the tires. Bought a Macan and said going to return it if they don't fix it. Promise they would and did not. They are lying of say anything for the deal. Dishonest to the core. 2 times same movie. Taking them to small claims court. I recorded all the promises but I should have just bought from somewhere reputable read more

CarMax - The car is great the dealer should never be used! - Used Car Dealers Near Me - Merriam, Kansas

When I got to CarMax the car I looked at online was gone. I was sold and extended warranty that look like part of the buying process. When I got the car I had to take it and get it inspected because it was an out-of-state title. The cars are higher priced than the Kelley Blue book value or at some lots. The interest rates are rather high as well. Ex: $18.995. car ended up costing almost $32,000.00. at the inspection bureau saw that the bumper was not aligned with the quarter panel. I called CarMax I told me to bring it in I brought it in and no one could work on it they had to make me an appointment for a week later. They refuse to give me a loaner car. The short little man at customer service was rude when I told him I wasn't going to pay $32,000 for a new car that had a damaged bumper . He said" that's not a new car". Couldn't do anything for me. I waited till he was away from the window and talked to a very nice young lady. My salesman was nice too. Isreal and lovie deserve raises because if it wasn't for them I'd have brought that car back. My recommendation don't go there. read more

This place had nice employees and were quick to give us an estimate on our car. We returned the next day to get a quote on a 2nd car and sell the first car and they were quick with all that too. The place is clean, they removed my license plates and had me on my way. We will return for a future quote and sale! read more

Buying a vehicle from CarMax has been an absolute adventure--unfortunately, not the fun kind. They somehow managed to sell me a vehicle without sending my registration or tag decal, and now that I'm trying to get the issue resolved, the Business Office has apparently entered witness protection. Multiple phone calls, zero answers. At this point, getting someone from CarMax to answer the phone feels like winning the lottery--except I already paid them for a car and still don't have the paperwork I'm legally supposed to have. Nothing but hassle from start to finish. If customer service were a vehicle, apparently mine would still be waiting for its registration. 10/10 would NOT recommend the paperwork experience. read more

Bought multiple cars here. First car I got the warranty and got a new transmission paid for itself twice over. If you are buying a used car out of warranty just get Maxcare. People complaining that they bought used cars that had issues 6 months later clearly don't understand that ANY used cars can give you a hard time. Yes even Toyota. Just got my second car with them and experience is super easy. But if you don't want to worry about your car for years especially if you are financing just cover it then you don't worry about it being used. read more

CarMax - Bronco - Used Car Dealers Near Me - Merriam, Kansas

They never answer their phones no matter what department you call, I bought a car and was told it would be detailed, new tires and brakes put on it and the work orders I put in would be done before I picked it up.... none of that was true. It was so dirty and gross, the tires don't look new at all and the brakes have been squeaking for a week. The orders were never done and I was told I would get a loaner car... shocker that wasn't true either. They need to get this place together because it's a whole mess. Buying my first car under only my name was the worst experience, instead of being excited over it, I feel extremely disappointed and disrespected. read more

Wow! I am in tears right now with how grateful I am to Carmax and their service department! We have had an amazing experience from beginning to end! We bought a Audi Q7 at Carmax in Costa Mesa, California, and we drove it here to Overland Park. We got it checked out by a professional German mechanic, and it had some major issues, but Carmax is going to take care of it all! This company is so professional and you can trust them when they say they have a good warranty! You can trust their service department! They are incredibly kind and professional! They are also providing a loaner car while we get the car fixed. The process of buying the car was so easy we were in and out of the dealership within three hours and there is a 10 day window where you are allowed to return a car even if you decide you don't like the paint color. Then you have a 30 day warranty. No other dealerships offer something like this all across the United States! We will never buy from any other dealership again other than Carmax! We are absolutely hooked on Carmax and so impressed! read more

Do not waste your time if you live in Kansas and have hail damage like every other person in the state. My car has minor hail damage and they took 4K off the online offer from hail damage that I disclosed. read more

You will not be helped in the last hour of visiting the store. everyone will play on their phones and look busy instead of helping you, manager will have excuses. I will not return. read more

DO NOT BUY FROM CARMAX!!! Literally the worst car-buying experience I've ever had. Seven months ago I paid $18k in cash for a 2014 Cadillac with 70k miles and it is already completely UNDRIVEABLE. Within 5 months of buying the car we'd spent $1400 on repairs (driver's seat stopped adjusting and an air bag sensor came on) and now, 7 months after purchase, we are having to replace the rear differential, a $5k expense. CarMax has been totally unhelpful and seems to stand behind this as a fair deal. I've been buying used cars my entire life, usually cars with 100k-ish miles and I've never faced anything like this. Our mechanic said that the oil hasn't been changed in 15k miles, the fluids clearly weren't checked and the battery is failing. In addition to all that, CARMAX promised to take care of tagging the car with the DMV as a "benefit" of purchasing with them. The 90 day temp tags expired without a call, text, email... any communication at all. We had to call them and demand a rental to drive for the 3 additional weeks it took for them to get the tags processed. And I have proof of sending the insurance info to them with more than enough time to have gotten it done before the temp tags expired. I honestly think the only reason it got done at all is because we called and harassed them about it. It would have been easier to deal with the DMV and just handle it myself. Next stop for me is the Better Business Bureau. Save yourself a ton of money and time... but a car from a legit dealership. Carmax is a sham. read more

Did not actually register my car like the said they would sent me a packet with all the stuff I need to do it myself after 30'days so my inspection and everything is now expired did not call or reach out to let me know they are sending this back either very unhappy with their service will NEVER buy a car from them again read more

We've purchased multiple cars through CarMax over the last 10 years. We have had professional and timely service in the past. We recently purchased another car and the service was neither professional nor timely. We paid for a car to be delivered to the Merriam KS location. CarMax called us to set an appointment time for us to drive the car but when we arrived the car was very dirty inside and out. We did the test drive in the very dirty car but would only purchase it if the car was deeply detailed. Because the car was so dirty the detailing couldn't be finished that day and we had to come back the next day to pick it up. read more

WARNING: ILLEGAL SALE! They sold me a newer Jeep with a **SALVAGE TITLE** & If I could leave ZERO STARS I WOULD! Can NOT be the only one out of many customers. The history on the odometer history was sketchy but they couldn't say why, seemed to good to be true. They were friendly in the beginning, photoshopped fixed dents and scratches on the jeep & had a torn seat belt on passenger seat, lost my application so ran credit 3x, signing office was less than friendly w "sign here, sign here, sign here" w no explanations of paperwork. Didn't clean out the car, had carpet missing and found cigarettes, lighters, gum under drivers SEAT in a car that says never smoked in. Couldn't move cars so that I could leave easily. End of the day it was 2** Had to take to the inspection office 2 days later, thank God for KHP they informed me of the SALVAGED TITLE thru same company CARMAX uses but CARMAX said different. Tried telling me KHP messed up, called inspection office back to confirm right VIN# which they did. Carmax still tried to make me believe theirs was right! Check engine light came on, on the way back to the store & turns out it was stolen 10/2020 but odometer history shows added 30000 miles in last two months. It was a WASHED TITLE! At the end of the day and a lot of stress KHP over rides anything CARMAX says so car returned after adding & paying for insurance & 2 days later still waiting on return of large deposit even though asst mgr said they would expedite that. Did not! read more

We have purchased our last 2 vehicles at this location. Sales people have been great as well as the service staff. HOWEVER, it's nearly impossible to set an appointment to get your oil changed. No one answers the phone and no one returns calls. You basically have to drive there and in person set a time and date for a week later. Unfortunately we now get our oil changed elsewhere!! read more

"How could today get any worse?!" CarMax proves that is a very, very, silly question indeed. Two stars because they had free cold water while I waited for some lady to joyride my car. read more

Purchased a vehicle for my daughter. Traded in her car, as well. Super easy, knowledgeable staff members, great service. Went so well, decided to trade in one of our others cars. read more

So a year later and I am still dealing with the same bs. I have opened three complaints, all which CarMax has decided to not have any ownership in. I have bought several cars through my life, this has been the worst experience so far. I would never suggest buying from the merriam location, as you can read through all of the horrible reviews below. I will continue to voice how this experience was because when you make a big purchase, you shouldn't regret it immediately after or not have the company take ownership in how things were done. I have put thousands into the car since the purchase. Save your money and mental health and go somewhere who backs their sales with their word. read more

I had no idea what to expect. But I drove into the Independence store where they met my online offer. The Experien details which they use for the final estimate had some inaccuracies, but Jose was quick to give me their phone number and luckily I got it cleared up before the stores closed and was able to drive home with my full check. NOTE: Always ask to see the estimate from the credit appraiser, A difference of 300 miles on my odometer came through as a "Rollback" and would have made a $3,000 difference! Challenge anything that isn't correct. And MAKE SURE that every time you have work done, tires changed, or new battery or service that you don't leave the shop unless the mileage has been recorded accurately. I think some service providers must GUESS when writing something down and trust me, it WILL matter when you go to trade or sell! My full price internet offer was worth waiting nearly 2 hours for the correction! Employees Jose, Janelle, and Tiffany rock!!! read more

We came in to CarMax seeking to sell my previous car. They quickly set an appraisal appointment and then sat us down with Curtis. Curtis was lighthearted yet serious and extremely helpful getting us started. They quickly appraised the car and gave us a generous offer, which we then went to a booth to sign with Virginia who was quick and also very helpful. Their waiting areas are comfortable and they have an open and clean vibe. Every-time we have come previously it has usually taken longer but still not a terribly long time, and the people are usually friendly and helpful like today. read more

These guys were so rude to me. I bought a car online after confirming they could do home delivery. I placed the order and heard nothing. Called and was told to wait, no problem. Called again the next day, told to wait, no problem. Hours later got a call saying there was a problem. They refused home delivery and told me to come in for a half hour - wouldn't say why I had to come in. When I asked questions, they said things that were inaccurate. And then suggested I go elsewhere. I was paying cash and had already got insurance. I am still within their range. I called customer service and they suggested I look for other options I ended up going to carvana and had a great experience read more

Buyer beware. My car was purchased from CarMax. Now, I heard a noise right rear area. I took my car into service department at Carmax. I explained to service writer and said let me know since I am on a fixed income. I was advised it would be covered under an extended warranty. Sign of relief. I went to the waiting room. Well nothing could be found. I went to pick up car and was handed a bill for over $80.00. What? But my extended warranty? I had to pay the $80 to get my car back. Buyer beware and suggest get it in writing!!! read more

Salesman was a 5 star!! After that....big downhill slide!! Waited 3.5 hours after car was paid for to check out!! It'll be just a moment......ridiculous!! read more

Terrible policy to make a person with no vehicle have full coverage insurance just to test drive a vehicle around the block. I wasted an hour here. I came along for the car search. Because I have a vehicle with insurance, I would have to test drive. Umm,no. I thought the rep had to be joking so I started a chat with a rep. The suggestion was to call around looking for insurance providers that offer temporary insurance. They don't even have a list available to make their silly policy somewhat convenient. Major eye roll. Before you waste the next person's time, you should lead with your ridiculous policy at the START of the vehicle search. read more

Service staff was excellent. They definitley sttod behine the sales of the Porsche I bought!

There needs to be a ZERO star option. Absolutely DO NOT do any business with CarMax. When you can't even fit everything that's been done wrong to you by a company in 5,000 words? That's a massive sign that you are going to get screwed over. Not one person in this company cares. Not one. I have never regretted purchasing anything as much as I have with them. And I was forced to. They literally ignored legal documentation from the beginning & have made my life a living hell ever since. For MONTHS now. And now I'm sitting with a $30,000 vehicle that won't start & hasn't worked a full week, since the day I brought it home (literally, it died as soon as I got it home). $5,000 in out of pocket expenses. And absolutely nobody will help me. I even had the salesperson literally walk out in the middle of my deal with no explanation. NOBODY at this company cares, whatsoever. I have tried every resource & was told at this point, to hire an attorney & exercise my Lemon Law rights. At this point, my only option feels like to give it back to the bank & lose all of that money. I have no other choices. I just wish I could give the car back, get my money they legally owed to me to begin with & have nothing to do with them ever again. The most horrific experience I've ever had with a company. read more

I was there a couple of days ago and the process was easy and smooth I wouldn't say fast bc you do have paperwork to fill out but that's part of buying a car prior to actually getting the car Jordan made the process easier for me this was my first time buying a car when I got there they asked if I wanted to test drive it before I took it off the lot they noticed that a brake light was out and fixed it right away without any issues when it came to the paperwork portion some of it was electronic some was physical paper and Ashley made that process smooth as well she went over what I was signing and my questions were answered with no issue I figured it would've taken longer because they were super busy but they had everything organized and guiding people to the proper place all the workers I interacted with were nice and they all greeted me politely I would definitely recommend shopping here if your looking for a good car at a decent price read more

Best way to sell your used car! Takes less time and hassle! Also great way to buy a used vehicle, search through out the US for your best price on the vehicle of your choice. read more

Came into the dealership on June 5th 2025, to walk the lot. Found a car we liked and wanted to drive (2016 BMW X5 M for $41,998). We were working with JACOB MALDONADO, and when I told him the car I wanted to drive, he immediately asked how I was paying, and what were comfortable payments for me. I told him that did not matter and I wanted to see the car. He asked for my drivers license, then slid it back across the table and told me he was refusing to let me drive the car. he told me I had an out of state drivers license (i'm from Ohio), and want going to let me drive it. I came back in, reported it to the manager, and was offered a test drive in the car. Turns out the cutoff limit to test drive cars without a pre-approval here is 65,000, not 40! overall terrible experience, and would not recommend shopping at carmax, especially JACOB MALDONADO! read more

Yesterday, believe it or not, completed my 5th time purchasing a car from CarMax. The last 3 from this location. I have nothing but love for this business and how it is run. Growing up with parents that worked at General Motors and who had hobbies of buying new cars each year, I've been to as many dealerships as I have restaurants. Not all dealerships are created equal. I've learned even further lessons in my own purchases. Key points to this place; Welcoming, open showroom, clean, well priced vehicle options, sturdy trade in offers, competitive interest rates, efficient professional service, user friendly website, 90 day guarantee, car hold options online.... I think I've listed the most important... Oh, and it only took 2hours from start to finish to drive away in our new (to us) car, complete with a big yellow bow. Great job! read more

This is for your "virtual assistant " that phone calls are routed to. Sad one can't even call the store to speak to a live person who might be able to answer a concern. read more

We went there to test drive a car and the salesperson was so helpful. We did buy a car. Very happy with the experience. Thank you!! Vijay read more

I have had the distinct pleasure of being a part of the Carmax Community in Merriam, Kansas since 2012. I purchased a 2010 Toyota Venza & this place has taken excellent care of this vehicle (my 4th Toyota with a history of nearly 400,000 miles on them easy). I have consistently kept the oil changed & the car serviced as needed. It is/has been the life of my car(s). Each visit brings me joy as I am treated kindly & respectfully. The service area has become like family to me. They not only look out for the maintenance of my vehicles, but for MY safety as well. If something is not right, they work until they get it right. If something is not done, they work until they get it done. They don't release my vehicles until it is safe to do so. I'll tell you, they've gone above & beyond in assisting from mechanics to the service & management team. A huge heart of appreciation & gratitude & is extended to Carmax & I thank GOD for Blessing me with such wonderful people. Reliable transportation, courtesy, professionalism/great customer service is the name of the game. THIS keeps me coming back! #Carmax Cares. read more

CarMax - CARMAX - Used Car Dealers Near Me - Merriam, Kansas

Waste of my time! I took my car in yesterday evening for an appraisal. What they valued my car at was a joke. My insurance company would pay me more if I totaled it in an accident. During the appraisal, the technician somehow managed to push the control panel for my windows and door locks down into the door. Unfortunately, I didn't notice this until I was back in my car and on my way home. I called as soon as I noticed the damage, and was told that I would have to schedule another appointment to speak with a sales manager. An appointment was made for this evening. I was told that the reason for my appointment had been notated and that I would meet with a sales manager. I arrived 10 minutes early (I value the importance of other peoples' time). After checking in at the front desk and stating that I was there to speak with a sales manager, a sales associate came over to ask what they could help me with. I, again, relayed the information about my vehicle being damaged during the appraisal. The sales associate then told me he needed to go speak with his manager. I was asked to take a seat and told someone would be with me shortly. After waiting 30 minutes, the sales manager finally came over to speak with me. He informed me that he was unaware of the situation and had to do some research before he could come talk to me. He then stated that he was unable to find any photos of the specific area that was damaged and said he "would just have to take my word for it". He then proceeded to tell me that he would have to put me in touch with the service department, which was closed at the time of my appointment. After driving 30 minutes each way from my home (now twice) I felt that they have wasted enough of my time. I will NOT be making an ANOTHER appointment with their service department to make repairs. This situation could have been handled a lot better. The person appraising the vehicle should have immediately informed me of the damage caused. The sales manager should have greeted me immediately upon arrival this evening and informed me he needed a little time to look into the situation. Bottom line, they way undervalued my vehicle, caused damage during the appraisal, and poorly handled the customer service when I made a complaint about the damage. I will never do business with this company ever again, and will be sure to tell everyone I know to avoid them at all costs. read more

CarMax - Damaged control panel. - Used Car Dealers Near Me - Merriam, Kansas

They advertise a lot occasionally great service to help you buy your car but some of it is simply claims. They refuse to offer the service. For example, try taking the Mgr at the Merriam location (Lovie) up on a 24 hour test drive on a luxury car that you are preapproved for. No way he said. Rude and definitely not customer friendly. read more

CarMax in general has gone downhill. I tried to get my vehicle into this CarMax for service since the one in Independence was awful. I called four times, and have left four messages with no one to return my call. I called customer service tonight, and they transferred me over to this branch. I was on hold for over 30minutes with no one to answer my call. I have bought two cars from CarMax, but will not entertain buying from them anymore until their abysmal service is fixed. read more

The purchase experience was great. Working with the business office was awful. I had issues getting the license plates for my vehicle. If you decide to purchase from CarMax, do not have them complete the licensing for you. Get the paperwork and go to the DMV yourself. My vehicle was purchased in Oct 2024 and I still don't have plates for it and it's nearly impossible to get in touch with the business office. If someone actually answers the phone, they are rude and don't follow up with customers. I'd rather go though haggle pricing than deal with the administrative side of CarMax again. read more

I had a great experience at carmax, Jake was very helpful ,knowledgeable and patient. Thanks again for everything.