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    CarMax

    3.0 (112 reviews)
    Open 9:00 am - 9:00 pm
    Updated over 3 months ago

    Services - CarMax

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    Business office.
    Dolores Z.

    Selling a car can be a stressful experience, and the CarMax process is probably as good as it's going to be. I parked my old reliable on their lot, went inside, and was greeted and directed to the business office. Rosa asked for a few bits of information (I had already submitted what they needed online) and documents. A tech, Ellwyn, went to check my vehicle to see if the price estimate I received was correct. It was. I was told that the offer was good for seven days, but I came prepared to let my Toya (yes, I name my cars) go to a new owner. CarMax either sells the car themselves or sends them to auction. At any rate, I think the offer was fair, and Bob handed me a bank draft for the agreed amount.

    THIS CAR DOES NOT WORK AND IS IN THE GARAGE

    To Whom It May Concern, I am writing to formally express my dissatisfaction with the experience my daughter and I have had with CarMax. This letter is particularly troubling to write because CarMax publicly states that its mission is "to drive integrity by being honest and transparent in every interaction," supported by core values including Do the Right Thing, Put People First, Win Together, and Go for Greatness. Unfortunately, our experience reflects the opposite. Failure to "Do the Right Thing" CarMax's value of doing the right thing implies ethical decision making and accountability. In our situation, we encountered actions and decisions that lacked accountability and failed to correct clear issues once they were identified. Rather than resolving the problem fairly, responsibility was deflected, leaving us to bear the consequences. Failure to "Put People First" At no point did we feel that my daughter -- a young consumer navigating a major financial decision -- or our family was treated as a priority. Communication was dismissive, concerns were minimized, and the emotional and financial stress this caused was disregarded. This does not align with a people first philosophy. Failure of Honesty and Transparency CarMax's mission centers on honesty and transparency, yet key information was unclear, incomplete, or only disclosed after the fact. This directly undermines consumer trust and contradicts the very foundation of CarMax's brand promise. Failure to "Win Together" Rather than working collaboratively to resolve the issue, the process felt adversarial. We were left to repeatedly follow up, explain, and advocate for ourselves, instead of being supported toward a fair resolution. Failure to "Go for Greatness" Excellence requires ownership, empathy, and proactive problem solving. The handling of our experience demonstrated none of these. What should have been a straightforward, trustworthy transaction became stressful, time consuming, and disappointing. Impact on the Consumer CarMax's mission and values suggest a consumer centric experience built on trust. In reality, our experience weakened our confidence not only in CarMax's processes, but in its commitment to the principles it promotes. The gap between stated values and actual behavior is significant and concerning. Request for Resolution I respectfully request a thorough review of this matter and a response that reflects CarMax's stated mission and values -- not only in principle, but in action. We are seeking a resolution that is fair, transparent, and accountable. Specifically, we are requesting that the vehicle be taken back and that the remaining loan balance be satisfied, as the vehicle is no longer operable and cannot be used as intended. We are not seeking compensation or additional damages -- only a reasonable and fair resolution to a situation that has caused significant hardship. I look forward to your prompt response. Sincerely, Eric W. Stiles

    Amada B.

    I ended up returning the first car purchased there bc I went to another car lot to purchase a Chevy Equinox. While there walking around, I fell in love with a red Mazda CX too. So I purchased them both at the other lot As an end result, I walked away returning the original vehicle from Carmax. However, my experience there & with my salesman Travis who's now a new friend to my spirit is one I'm pleased with. The manager & rest of staff involved were also kind & warm, even at the end of my refund process. I walked away with respect in knowledge of their ethical & integral treatment of their staff, (especially in regards to their salesmen. So it's easy to know why the energy of the large open office space is light & clean. As such, that same energy was transferred to me as well. I'm grateful to have met Travis & definitely recommend this location! This should've been written much sooner!! lol Please go get some of your new pretty "babies" from this place of many options from multiple sister locations. If you ask for Travis, tell him I sent you with love ‍‍

    I went in to buy a car yesterday and for my first time buying one it was a super simply process and my salesperson (Emeray) was super kind and very informative, i went in to test drive a 2014 honda civic and loved the car. I did notice a smell and found that the air cabin filter was very dirty, i mentioned it to Emeray and said he'd get that taken care of this monday because service was already closed and scheduled for me to come back and get it replaced with no charge. Paper work didn't take as long as i thought it would compared to bigger dealerships and i was out within 2 hours of starting paperwork. (come with a decent down payment, it makes it 10x easier to get approved quicker especially if your a young buyer with no credit history or little credit) i highly recommend coming here i would definitely come back if i wanted to get into another car later in the future.

    wonderful experience working with Carmax and Scotty!

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    Go see Matt he definitely made my car experience a 5 star it was challenging but he made sure I left with a car!!!

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    Page 1 of 3

    Ask the Community - CarMax

    Review Highlights - CarMax

    Not once did Sean have to use his phone to look up information or read off the flyers on the car to give me information.

    Mentioned in 6 reviews

    Read more highlights

    You might also consider

    Driven Auto Sales - www.drivenauto.net

    Driven Auto Sales

    (48 reviews)

    For the East Dundee location:…read more The team at Driven Auto are generally personable and willing to help. We specifically came for a vehicle that they had listed on their website that was within our price range. Adam was kind (we felt no pressure) and went on a separate test drive with both me and my husband as we had our baby with us and weren't able to all go at the same time. The purchase process was fairly easy and we were happy to walk away with a new to us car that same day. After driving the vehicle home, we started to notice a grinding/clanking noise. It progressed and continue to get louder, so I called as I was concerned that it could be a significant safety issue. They got us in the following Monday and were able to determine that the front passenger side control arm needed to be replaced. We are grateful that they got us in quickly and replaced this free of charge. Unfortunately, there are a few issues that we are still having with the vehicle. The active noise cancelation system (ANC) has a microphone issue. Instead of reducing road noise, it is amplifying it when accelerating between 25-35 mph. My husband pointed this out when we brought the vehicle back for the control arm, but they were unable to fix that component. Also, during our test drive we noticed a noise that sounded similarly to an electronic deadbolt locking/unlocking (gear grind) when locking/unlocking the car. This was something my husband asked about but was told it was normal. Unfortunately, however it is not normal and it is actually a failing fuel lid actuator that we will need to replace as well. A few other issues have included tire sensor and display screen connectivity issues. I know what you are thinking... you bought a used car, expect issues. Yes, yes I know. This is just a warning for due diligence, as I'm not sure what type of service checks are done before these vehicles are listed. Lastly, the only other issue is the "I Owe, You Owe" contract. This was something we were asked to sign with the promise that the dealership would provide us a second key to our vehicle within 30 days. I made multiple requests regarding this, with the last 3 requests being within the last week of that 30 day contract. On the two occasions that I spoke with Max, who had also signed the "I Owe, You Owe" contract, he had told me he had been too busy over the last few weeks to call about a second key, but would get it taken care of. This is frustrating as I guarantee if we had "owed" something, and didn't follow up within 30 days, this dealership wouldn't have taken that lightly. Thank you for coming to my Ted Talk. Good luck with your used car buying search.

    I was pre approved for an auto loan and from a major bank, I explained to the sales person…read morespecifically who I wanted to finance my vehicle through the pre-approved bank, he assured me he would deliver. I believed him. As I reviewed the documents I signed it was apparent he misled me. The financing was through there loan financing bank. Nonetheless, I have A1 credit. I talked to the sales person and he assured me to pay three months of timely payments and I complied. Therefore, he said would refinance my loan through there financing company at lower interest rate. When I reached out to him to follow up to refinance the loan at the rate that I deserved with my outstanding credit rating. Nonetheless, he stated, "Do you like the vehicle." I stated "Yes." He then replied he couldn't change the rates and said pay the loan sooner that would bring the loan down and help adjust the interest rates. That's not the answer I was looking for. Therefore, I thought to myself well I would go back and apply to the original pre-approved loan and refinance my vehicle loan through that bank. I applied for an application to refinance my vehicle. Keep in mind I have excellent credit. I received a letter from the bank and was denied, there reason why it was denied it stated."Hail, Flood, Fire, Structural Damage, Non-U, Salvage or Branded Title." I called the bank they assured me of there findings. I explained to them in my contract I signed in corresponding block stating that the vehicle had not been hail damaged or marked "NO." Plus the Car fax report said no damage to the vehicle. They stated there findings were accurate. I went to the seller to resolve the issues, my original sales person who was present, I didn't even get a chance to talk about the issues with that sales person. I was immediately approached by a different sales person who was not familiar with the issues. He of course did not answer my questions about what the issues were. He didn't resolve them, and promised me on April 13, 2026 he would call me back with a resolution. As of this writing I have not received a response. I purchased the vehicle in good faith and if I had bad credit they would have not given me the time of day. Therefore, I have lost the motivation and faith in the car buying experience.

    Driven Auto Sales

    Driven Auto Sales

    (2 reviews)

    It's seems they by car but don't put much effort into may repairs before trying to flip them. My…read morecar came with a cracked windshield that said they would fix but once the crack spreader it the refused and i had to pay out of pocket to replace it. They were pretty nice and family oriented in the beginning but after the purchase they blew me off like I was a stepchild. Been waiting on a returned call from the owner bill for 2 months now and still nothing. When I call he never there. They so called fixed the burning smell coming into my car but it returned just 3 days later. Good deal on the car but too many problems in the first week. Sway bar links need to be replaced but the seller Ibrahim said it just needed a wheel alignment but that was incorrect. Only person that has been consistent and talking to me is Omar but he can't do nothing with out bills approval.

    One of the worse experiences of buying a car. The tires were bald on the vehicle and they would not…read morereplace them or come down on price knowing that I would need to do so. After getting to drive the car on the highway it had a horrible front end shake. Tried speaking with the sales person and that went nowhere at all. Put up a review and a manager called. He would not pay for the tires after having to bring it to Tesla and having it looked over. Kept saying he could get tires for $500...then why wouldn't you put new ones on a $30,000 car you're selling? The tires are $300 a piece and he kept saying he would give me $400 which is laughable. Then after an irritating phone call goes up to $600 lol after I had to spend $1800 on a car driven off their lot. This place is an absolute scam and just another crooked dealership. They just want their money and to get you out of the door and want nothing to do with you after and won't own up to their mistake. Stay away if possible and move on like they do!

    Auto Mode USA

    Auto Mode USA

    (3 reviews)

    Thank you to Eddie and Chris for the best car buying experience. We purchased a car for our…read moredaughter and Eddie was understanding of our needs and found a perfect fit without pressure. The whole process was seamless and they have definitely stood by their word as an honest and trustworthy dealership. The car buying process can be overwhelming in making sure you are getting a safe well priced vehicle and Auto Mode delivered. We will definitely refer Eddie to friends and will be looking to them for our next purchase too. Thank you.

    I wish I could give this place ZERO stars. I was sold an outright LEMON vehicle!! I purchased a…read more2015 GMC Terrain July 29th 2022 for $12,600 CASH! the dealership would not entertain any kind of negotiation on the price. I was promised car mats (which never arrived). Upon signing paperwork I went to drive my new vehicle off the lot and the check engine light came on!! I was assured by Eddie that it was only a sensor and that they would come pick up my vehicle themselves to have it replaced. 2 days later Eddie appeared on my doorstep to retrieve my vehicle to have it worked on. 3days later Eddie returned with my vehicle handed me my keys and stated "we also gave it a complimentary oil change" which I found odd since I hadn't found there to be an issue with the oil and I assumed an oil change would have been performed prior to selling the vehicle. 1 week later my oil was completely empty!! I called Auto Mode to speak with Eddie and ask if he had in fact had the oil changed and if there was any issues when it was, Eddie's response "no nothing wrong" I explained the issue I was having and Eddie responded " well on the GMC website the very first thing that appears is these 2015 models do burn oil but you should be fine I have to add oil every now and then to my own personal vehicle". Now at this point we are well past the 15 day 500mile warranty! Fast forward to January 2023 I have since July 2022 had to purchase well over 44 quarts of oil (4 quarts every 2 weeks) AND advised as of recently that there is internal engine damage resulting in me needing an entirely NEW ENGINE!!! Thank you Auto Mode USA Eddie and Chris for the absolute worst used car purchasing experience EVER!!! Sincerely, A Single MOM of 2 kids!!!

    CarMax - usedcardealers - Updated May 2026

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