CarMax is the Wal-Mart of dealerships. It's a great value until you realize it's actually taking advantage of a LOT of people. I visited CarMax in Plano for a simple appraisal which they told me over the phone would take 40 minutes. I got there and had to wait a half hour for someone to meet with me after we had already scheduled an appointment. I was there almost two hours, got a bullshit appraisal and decided I'll never come back again. I feel bad for anyone that buys a car from this company. This is a trade-in scam dealer disguised as being loyal to the customer with no-haggle pricing. The problem is that your trade-in value is priced way below market value. CarMax will give you a half hour sales pitch on their company and success, then make you wait another 45-60 minutes for the appraisal (this is the sales hook as they want you to look at cars on their lot). When they return they hope you love their car selection, then they lowball your trade-in but upsell what they offer on the lot and try to sell you a car that someone else got scammed on earlier selling to CarMax. Damn these guys have a great formula for making a ton of money off suckers. CarMax literally looks like a hospital with people in a waiting area who have cars undergoing surgery, then a salesman comes out every once in awhile to assure you that everything will be ok and you will get the car you always wanted. So, in summary, you're just wasting your time and money here. Luckily, my dealer offered $500 over the CarMax appraisal, otherwise I would have sold my car on Autotrader or my local mechanic who offered even more than CarMax. And to you "Jennifer B." who responds to complaints on Yelp. You can save us all some time and not reply to this post. You questioned my appointment the moment I arrived and basically told me to wait in line. First impressions are so important and you could have done better as well. read more

Do NOT go here for service. Each time I've taken my (relatively new, mind you, and still under warranty and MaxCare coverage) car in for a simple service appointment, I mysteriously come out with a new issue immediately thereafter. I have wasted a great deal of time and energy and regret ever dealing with this company. read more

You know, at first I really liked the car. I paid at the high end of book value for it, but the car was clean, and low mileage for its age. Then it turned out that the car didn't have the antilock brakes or traction control it was advertised as having. I didn't discover this until a couple of months later, when I took it in under warranty because of some other issues. I contacted the GM of the lot, and was basically told "sorry, we sell ABS and non-ABS cars for the same price, it's a mistake, go away". I went to Carmax because of their reputation for being honest. Yeah, it could have been a mistake, but it was still sold to me as having two safety systems that it lacked. The car has honestly been reliable, but I'm still pissed off about buying a car that I thought had several safety systems that it didn't actually have, and even more pissed about how I was treated when I brought these concerns up with the management at the dealership. I will say the salesperson I dealt with was fantastic, and I got a very good offer for my trade, only a few hundred less than what I was trying to sell it for private party. Dealing with the warranty portion was a clusterfuck, they kept insisting that several issues were non-issues. I eventually paid out of pocket to get the entire exhaust system replaced after they kept insisting that a rattling exhaust and a check engine light for the catalytic converter weren't "issues". I'm sorry, but if you sell me a car with a warranty, you should fix the issues, not wave them off as "the car is supposed to do that". The only upside is I did get a loaner during warranty repairs, and they actually did fix the suspension issues. read more

My first visit to Carmax was a surprisingly good visit. My dad is in a nursing home now and I needed to get an appraisal for his truck. I was very clear that I was not selling it nor was I interested in buying something. The person I worked with was very nice. Since it was going to be about 30 minutes before the truck could be appraised, I chose to walk the lot to look and pickups and suvs. My sales person, met me out there after a while and unlocked several vehicles so I could look inside. Again, I reminded him I wasn't really looking as I love my SUV. He was still very professional and nice. Dad's truck was worth more than I expected and I would sell it in a minute if I could. I like the idea of having 7 days after an appraisal to bring in the vehicle and get cash. My perception of Carmax changed and I certainly wouldn't hesitate to go back. read more

*Please read this review before trusting these people!* My fiancé purchased a vehicle from this Carmax location this past December. The vehicle history report they gave us in the paperwork says the vehicle had no accidents whatsoever. 6 months later, with a baby on the way, we started looking into trading the vehicle in for something more economical. And guess what? THE CARFAX SHOWS IT WAS INVOLVED IN AN ACCIDENT WITH A PREVIOUS OWNER. The actual value of the vehicle we have is so much lower than we expected, that it severely limits our options in finding a better vehicle for our growing family. Please please please if you look into purchasing from this Carmax, do your own research. Do not rely on what their salespeople say! They will lie to you and do whatever it takes to sell a vehicle to you! read more

Had a few issues with a truck that I had purchased in Irving. I brought it here since its only a few miles from my house. James in the service department, I don't know how he did it, but he got a glass man out within an hour. My truck had a small air leak on the windshield seal somewhere. All this despite the fact that this immediate area had suffered a catastrophic hail storm a few nights before. They also remedied a few small issues that I hadn't even brought up when discussing the air leak. Wish I had got everybody's name that I spoke to at Car Max last Monday morning but they defiantly know a thing or two about customer service. Great people here! read more

The process of buying a car is no fun. But Carmax makes buying a used vehicle amazingly easy and fun! My family has always purchased cars from Carmax so they were my first go-to when I was in the market for a new vehicle. I am a huge fan of research so I looked high and low for the type of vehicle I wanted and came to Carmax with a few ideas. My Carmax guy, Andy, was quick to tell me the pros and cons of every vehicle on my wish list and helped me weed out the ones that wouldn't work me. He was super patient and excited to help me get into a car that would last me for years. Of course, their best selling point, and my personal favorite part of Carmax, is that the price you see is the price you'll pay. For a single twenty-something year old girl, this was a God send. So not a fan of skeezy salesman who you walk away from feeling like you've been licked. I got an excellent deal on my 2011 Ford Escape (with Sync) and have not had one complaint since the day I drove it off the lot. I will definitely purchase another vehicle from Carmax! read more

Fantastic experience at the Plano location! Easiest and least painful car buying process I have ever been through. Worked with Jorge, and had a very pleasant time with him. No pressure, no hidden costs or expectations, 100% will visit them for my next purchase. read more

Also i need to replace my clutch Already?!?! Barely drove 6,000 miles and i already need a new one?! Seriously HATE carmax Customer Service is absolutely bullshit. Dont bother calling "corporate" because they dont do any kind of help, they just waste your time with call backs and excuses. Please save yourselves, your wallet, and headache and go to an actual dealership or from an owner. read more

Terrible place to buy a car!!they sell lemons and give you terrible rates! Staff is rude and mechanics overlook issues that need attention! STAY AWAY!! read more

Quite disappointed with my experiences here. Took 2 cars in for valuations to sell. Both times, extremely disappointed with their "offers" I was told they will match the KBB value or their own valuation, whichever is higher. Well, no. They actually didn't. The KBB offer they gave me was for the "buy your vehicle now for cash" offer KBB spits out, not the true KBB value. I can sell my car for cash anytime, I actually would like a FAIR deal. Guess that's not what Carmax is about. Wasted over 4 hours at that place the last 30 days and I've had enough. Never again. read more

On a sliding-scale of car dealers, I have to say Carmax impressed the carp out of me. The commercials are accurate. No bull sales process. Drive as many cars as you'd like, mostly late models, and handle the sale process on your schedule, not the dealerships. I purchased a little Mercedes C230 there, more or less on a whim, and the process was over in about an hour. Try buying a car in under an hour anywhere else in Dallas... not gonna happen. Totally no pressure, fair set pricing model (completely non-negotiable). The down side is if you have a trade and you don't like their offer, you're pretty much on your own. They rarely waver on any pricing. If you're buying your first car, or are sick of the usual car sales routine, and you like the inventory at Carmax, I whole-heartedly recommend giving them a try. They have an excellent website as well to check out the inventory in your area. I check it out often this just to see what's in stock. They have everything from Cobalts to Porsches . read more

They are horrible. Rude as heck. So busy that they don't care about any one customer. I took my car for appraisal and they had me wait an hour until I got up to ask the status and they still had not began on my car. I just left and traded in at dealer. What a waste of time. read more

I. Love. Carmax. Jon, my sales guy was the bomb. He was determined to get me into a car that I really wanted without the pressure of sales. He was honest with everything, made me feel like my Opinion mattered. He even went out of the way to recommend cars that weren't at the location.. what kind of sales rep does that? One that is brilliant and cares about his customers. Give that boy a raise. Honesty brings me back to everything. If you go here, speak to Jon! read more

Paid for extended warranty and no one can help. Several things having issues and they have no idea. Sent to ford which could careless about paying for extended warranty from Carmax, even though its where Carmax sent me. Now 1 year later it wont pass inspection. One thing or another. Not a Carmax future customer if this is the service you get, read more

Car Max at the plano location has terrible customer service. I went there today to sell my car. I was told i would have to wait outside in my car for at least 45 minutes and could not wait in the large area that had plenty of chairs inside where it was cool. I will not ever sell or buy anything from Car Max. I could tell they did not care about the customer because when i asked if i could sit in this large area that had plenty of chairs inside i was told no. This place sucks!!!!!!!!!!!! read more

This has to be the worst dealership I've ever encountered. I had an appointment to test drive a car. Took me an hour to get there for this appointment only to learn the vehicle was not available. Why didn't they contact me earlier? Nope The Asian salesman obviously had no respect for women and treated me like an idiot. Chan tried to sell me a different car. A total line of disrespect. I told him I wanted to test drive the car that was not available. He fed me a line that I could buy the car and they would home deliver it. Why would I buy a car that I couldn't test drive? Never returned my phone calls. Out and our rude! Rude, prejudiced staff. I give them a double negative. Yes, Plano has money, but you know what? So do I and I was appalled the way I way I was treated. NEVER under estimate your client! read more

This is my 3rd car to buy from David Stewart at CarMax in Plano, Texas. David is friendly, professional, courteous, and VERY PATIENT. In my exhausting searches for cars, if I request a car from another location and it arrives being a condition not suitable for me - smells funny, items on my wishlist are missing, etc..., he lets me know and saves me a trip to the Plano store until we find a car that is suitable. The financial process is quick in comparison to dealerships around the area. I highly recommend the CarMax in Plano location! read more

What? A used car lot with an accurate, user-friendly website? Yes! I don't buy new cars, so this place is where I've always started my used car shopping. They've got all the major makes and models on the lot so you can see 'em all and decide which ones suit you best without driving to Nissan, Toyota, Ford, Honda, Chevy, etc... The sales associates have always been nice, but don't always know the details of their cars, so don't expect your detailed questions to get answered. Can't really expect them to know everything about all the cars they've got anyway. Agree with David on the financing - they offered 7.something % financing when my bank offered 5.9%. Shop around. Finally, they're serious about the 5 day return policy on their cars. I returned one with absolutely no hassles. read more

A fairly stress-free car shopping experience. Within 30 minutes, I was able to test drive a car, get a trade-in offer on my current car (good for 5 days), and learn that their advertisted prices are locked in, meaning there is no haggling about the price. read more

I had a chance to stop by and get my vehicle appraised and the number are decent compare with what the market are going for. The staff are very friendly and I was out in less than 50 minutes. Since they don't have a vehicle I am interested, I didn't want to trade my car. Great service and will do business in the future!!! Thanks, read more

Update: Carmax decided to return my transfer fee no matter what. It really sucks because I really wanted this car... anyway, Appreciate their effort and will do business with them again. I'm giving Carmax in Plano 5 stars for previous services and purchases. However, this could change depending on my recent inquiry for possible purchase. I bought two BMWs from this location. My current one and one before and I couldn't be happier. Occasionally surfing Carmax site I found one of my favorite cars on the list. so I decided to transfer it to Plano. Paid $445 but i knew it was worth it. However, problem emerged from unexpected mis-communication between service advisers. Apparently my service adviser went to vacation and a person supposed to keep in touch with me wasn't able to reach me. According to him that my service adviser gave him the wrong phone number. I'm a bit skeptical but not going to pass any judgement. Thankfully, I called and found out that the car has been in their lot almost 6 days. I was pissed and went to the dealer and there i was told what had happened. I got over it after seeing and test driving the car but one thing i couldn't get over. They drilled holes on the front bumper for license plate. I was more than upset. I bought tow hook license plate kit so i don't have to drill holes on the bumper. I would've told them this if they had contacted me when car arrived.. but since they didn't i was left with no choice. The service manager named Will and his manager will come up with a solution tomorrow morning. If the solution is up to my satisfaction than the rating stay as is with additional positive feedback but if not than my business with carmax is over. Btw, the car I'm planning to purchase is 2014 Porsche Cayman. read more

Solid. I bought my last vehicle from CarMax (in Houston) several years ago and the process, help and assistance was the same. CarMax salespeople get paid a flat 'bonus' no matter what they sell. This allows them to get the buyer in the right vehicle and not the one that'll make'em the most commission. You can buy a Corvette or a Min-Van and its all the same. read more

I received one online estimate. Then went in to sell my vehicle. I am astounded that they expect to take my car for a test drive without me in the vehicle. If they are in an accident, I'm liable for insurance and damage, right? Very disappointed in their response of "corporate policy". And in this COVID environment, you really think I'm going to just let you take off in my car. The manager also said to me, "you will have to let someone drive it when you sell it anyway. "Yes, I understand that but then you would have already paid for it. read more

Easiest process to buy a car, ever! Larry is hands down a true professional. Makes me want to buy more cars from him! Scott in Service should get a gold star and a cape. Rock solid! Overall, CarMax Plano won me as a customer for life! read more

I actually bought my car from the Irving location. It was the worst experience I have ever had buying a car. i received a very low trade-in amount for my 2 cars. Then the car i bought was only 1 year old at the time. The car is now only 3 years old and it has given me more trouble within the first 2 years than my cars bought from Ford. i've taken it in to be serviced twice, just for them to tell me that they can't figure out what is wrong with my car. they charged me to look at it and sent me on my way. I was told by my boyfriend that i should try the location in Plano to get it looked at. I explained poor experience to the men at the service desks. they were nothing but pleasant from the first phone call to the very end. they were compassionate about my poor experience with the Irving location and took care of me. They actually found the mystery starter problem that the Irving location said they couldn't find. The other issue was also found and both were covered under warranty. Not once did they mention that i would have to pay for anything. They were true examples of customer service. They may have changed my strong opinion about not EVER wanting to shop at Carmax again. Thank you James, Ricardo and the manager for providing me with the customer service that i would expect from any car dealership that truly wants a repeat customer. ** stay away from the Irving location with all efforts!!!! read more

Our third purchase with CarMax and just as perfect as the first the second purchases. Everything is open, the sales person helps you through the process easily. Plus, we were pleased with the offer on the car we traded in. It was a good offer. read more

This is the only place we will buy cars from. We have bought three here within the last few years. We recently went to a regular dealer and remembered exactly why we only deal with Carmax. They are friendly, professional, and don't try to screw you over at every point. We tell everyone to go here. Why should buying a car be awful?? read more

Good experience would definitively do business again with this carmax. Ask for Jorge Morales, he worked out all my issues and concerns quickly! Very responsive to all my text and calls. read more

Probably the worst customer service I ever received from a service department in my life. Wish I could give lower rating!!! The service representative Joel Cueavs, explained to me several times that CarMax does not manufacture car tires, really I know that CarMax manufacture car tires, does CarMax actually think the public is stupid? That's what you train your people to say? What a joke, someone needs to review the process and methodology for customer support as it pertains to tire management and service. Then Joel goes on to tell me that ever tire that CarMax purchases across the country from the manufacturer, mind you, does not come with the manufacturer warranty. Again, assuming the public is absolutely stupid. We as the public, all know CarMax is not running out to the local tire shop to buy a new tire. CarMax is traded on the NYSE and a Fortune 500 Company, the public is duly aware that CarMax is an industry giant and has great buying power with tire manufacturers and I can only assume they are not purchasing a new tire without the manufacturer's warranty. But again according to Joel & CarMax, CarMax and the tire manufacturer's both understand they are putting millions of new tires on used cars, which have no warranty. Well after my intelligence was insulted Joel did state he had to go Partner with someone to further discuss the situation, I politely asked what Partnering meant, I could only assume he was calling the manufacturer of the tire, nope I was wrong talked to a Service Manager, Shannon Lasater, which he would not let me discuss with, and my only option was to wait sometime within 24hrs to get a call back. Really you just Partnered with him/her and I have to wait, I stated I was willing to wait, to discuss and I understand if he or she was busy, but nope. Honestly, someone should look up the word "Partner", I did, and obvious CarMax may have not, "either of a pair of people engaged together in the same activity". Now that makes since, Joel and Shannon definitely engaged in the same activity, letting me know they are not a tire manufacturer and every new tire CarMax purchases from the manufacturer has no warranty, at all, millions of tires CarMax purchases for their used cars they sell to the public. Now it's just getting comical, but I guess CarMax and ever major tire manufacturer in the world could be, "engaged together in the same activity" not to warranty new tires that CarMax purchases from the manufacturer on literally millions of used cars. Well if I was Pirelli and I sold 4 brand new P Zero (PZ4's RunFlat) tires to CarMax, and then CarMax in turn sold a hi-performance car still under automobile warranty, is representing they are putting new tires on their used cars without any warranties, and stated on more than one occasion they purchase new tires from the manufacturer, in this case that's you Pirelli, I would be furious! Pirelli's warranty for my tire - Road Hazard Policy for Run Flat Tires Only - which I have. If a Run Flat tire becomes unserviceable due to workmanship or materials anomalies or a road hazard injury during the initial warranty period, which is one year from the date of original retail purchase of the vehicle or purchase of replacement tires (purchase receipt required) or within the first 2/32" of the original usable tread, whichever occurs first, the tire will be replaced with the same or comparable tire at no charge for the tire to the owner. After the initial warranty period, if a Run Flat tire becomes unserviceable due to workmanship or materials anomalies or a road hazard injury, the owner must pay the cost of a comparable new Pirelli brand or PTNA private brand replacement tire on a pro-rata basis. The authorized Pirelli dealer will determine the cost by multiplying the percentage of the original usable tread worn by the current dealer selling price. The owner must pay for any associated service charges, including mounting and balancing of the tire. I have had the car for maybe a month and a half, hmmmmmm. Thank you CarMax for putting thousands of used cars on the road with millions of tires with absolutely no warranty from CarMax or the tire manufacturer, sorry Pirelli, you Partnered with CarMax. What really sucks the purchasing experience process to buy the vehicle was actually one of the better car buying experiences I have had. The sell side of the business should really talk to the service side of the business, and the CarMax experience would pretty ok. Business almost done right, sell a product well, don't service the product, then absolutely screw your Partner in this case Pirelli, and state your brand new tire has no warranty at all!!! And by the way every band new tire we purchase from you Pirelli has no warranty!! read more

Megan was the best. She was very helpful and fast. CarMax has always did me right. This is my sixth truck I've bought from them and I'll be back. I would highly recommend CarMax. Thank You Megan Plano Tx. read more

I drove about 40 miles to get to this CarMax and I'm glad I made the trek. Marla was super helpful and explained everything I needed to know about how to get a quote to sell a car to them. We just had it detailed, which I think helped quite a bit, and generally keep the car in good condition as well as keep up with most maintenance. Although the wait was supposed to be about 45 minutes, I was in and out of there in about half an hour. I love the fact that there's a no haggle price and it's good for 7 days regardless of miles put on it in between. We decided to keep the car after all but would absolutely recommend this CarMax to anyone looking to sell their car. read more

Great experience! Ease and piece of mind in a stress-free environment for buying a great vehicle. I appreciate Greg Leo and his team for helping me find my SUV. Greg made the sales experience relaxing and very simple. I appreciate the fact that Carmax sales representatives are paid a flat commission so there is no need to upsell any vehicle. Thanks! read more

Rip-off dealership this is the second time I've taken my vehicles to this dealership to be appraised both times the lowest bids Out of all the car dealerships in DFW read more

I would give zero stars if possible. Tom, a manager there, was rude and absolutely had no idea what customer service is about. I got an appraisal on my brother's car on 12/31/20. My brother had passed away in mid December, and I did not get his death certificate within the 6 days that their appraisal is valid to do the transaction. I went back 20 DAYS later, 1/21/21, and got same car re-appraised...they offered me HALF of the original offer just 20 days prior. Tom, manager, went to great detail to tell me how their obviously flawed process works, he was not at all interested in listening or giving decent customer service. There is absolutely no way the exact same car in exact same condition is worth HALF of what it was just 20 days prior. This place is awful. read more

I bought a 2015 Ford Fusion Energi just after Christmas. This car had about 16,300 miles on it when I bought it. I saved about $16,000 in depreciation cost buying a year old car. The only way to buy now in my opinion. I paid to have the car transferred from Ft. Bend. Car arrived when they said it would. So easy to buy from Carmax. My second time. Last time was 8 years ago, and when I was ready to buy again, my first thought was to go back to Carmax. So easy to buy a car from Carmax. The only reason why I am not giving 5 stars is that the detailing on the car could have been a little more thorough before I drove off the lot. read more

KC and the rest of the CarMax crew did an amazing job. This is my second vehicle and anyone who hasn't purchased a vehicle here is missing the boat. No haggle prices and willingness to listen to the customer are reasons why I will always use CarMax to purchase my vehicles! Great Job!!!!!! read more

Great experiences again. I have never purchased a car here but have sold them several. We had car looked at a month ago so we had to have it appraised again. They actually raised their offer. Always get an offer here before you go to other dealers. That way you know what you can get for your trade before buying another car read more

The easiest and simplest car buying process I've had in 30 years. Basically had the paperwork finalized and car picked prior to arrival. 2015 Nissan Altima with on 16k miles. What a deal. read more

Best notable and devoted , competent center to buy a car. You can't beat the customer service and the quality of work not to mention vehicle you end up gaining . read more