I ordered a vehicle from CarMax on May 15 with an estimated delivery date of June 8. Shipping problems delayed its arrival until June 23, but the delay itself was only part of the issue. Throughout the transfer, there was very little transparency. I received conflicting status updates depending on whether I spoke with the local store or CarMax corporate, and reaching someone at the store was extremely difficult. I was eventually told that the vehicle arrived at the transfer location with a dead battery, was jumped improperly, which blew the fuse. When I finally picked it up, the exterior was also dirty. CarMax waived the shipping fee, which was appreciated. However, if this had not been an uncommon combination of model, mileage, and color, I would have canceled the purchase. Now, more than two months after buying the vehicle, the title application is still pending with the New York DMV. My lender has notified me that it has not received the title or evidence of a perfected lien and may place my loan in default and begin charging the default interest rate if the issue is not resolved by its deadline. I am once again spending considerable time tracking down information and trying to resolve a problem that should have been handled as part of the purchase. Between the transfer experience, poor communication, condition at pickup, and now the unresolved title issue, this has been far more frustrating and time-consuming than I expected from CarMax. read more

They aren't the cheapest anymore and that just sucks, came here looking for a subi and they didn't have any. Nothing is under 12k either, I use to like CarMax in general but def not this one. read more

Trying to buy a car here but after paying to have it transported from Mass. have been getting the run around for weeks now. No direct number for this dealer to even contact. Very fishy. The customer service main number provides you with very nice representatives but they are basically useless through no fault of their own. read more

We had a sales girl her name is Skyler Dante, top sales girl we've ever experienced being at Carmax for the third time. first two sales people were terrible. This girl was right through the process. I'd give her 10 stars but you can only get five I recommend you request the sales girl if you're looking to buy at Carmax in Henrietta. read more

They are sleazy. Sold me a "perfectly working used car" 2019, and I felt there was something wrong with the brakes and I called and brought it in under the warranty and they contracted me out to Goodyear, then Goodyear looked at my brake pads first and said carmax won't let them check the brakes further because the pads are still over 3/4 thick. Now the master cylinder is having issues cause the brakes to barely work, and I've called many times, each time they put me on a forwarded call that rang for over five minutes. I finally had time to go in today and I explained the situation, they seemed reluctant to help me checking if my car was within the date of warranty then making me check my mileage, where my mileage was less than 100 miles over warranty so they said they could not help me. read more

I bought a Camry here with my son. Price was good not great. Service was good. They told us when we were to come back the sale would take about 30-45 mins and it took 2 hrs. We'd advised a week prior we'd be back to close and car was not prepped, however they did give us $200 credit at Delta Sonic to detail so they made good on everything. Shop was clean, Everyone who walked by made effort to greet/say hello (that doesn't cost anything but you could tell they were trained to be congenial). read more

they kept my ID few weeks still don't have it told me they didn't at first call back next day I ask them to mail how I get new one the one they holding never came then he was rude and holding my ID they claimed they didn't have I just called to speak to higher up management got put on hold read more

I left something Very important in my car I sold to Carmax & the corporate & onsite team Very helpful finding it & mailing to me! Very grateful! Plus the car selling process was Very smooth! Highly recommended. read more

If I could give it a Zero rating I would! They quoted my son 1900 for his wrecked 2014 Dodge Charger. I talked to Carmax personnel at least 3 times over the past 2 days to make sure this was legit. Then I spoke with Peyton Fullam, Senior Customer Service Specialist at Carmax, 3 times today before we made the trip up there and towing the car. Incidentally, Rochester is an hour and a half from where we live. She assured me that my mother whose name is also on the title with my son could sign the document and POA over to me without being present. I asked are you sure she doesn't have to be present cause that doesn't sound right, the signers need to be present in front of the notary. She said no that is what this form is for that I'm emailing you so your mother doesn't have to be present. Get all the way to Rochester only to find out she was wrong and yes my mother does need to be present. So she apologized and offered to buy us all dinner while my mother and dad drive an hour and a half to Rochester. We get back from dinner and my parents are there, only to find out that they dropped there offer from 1900 down to 300. She had assured me that this would not happen and yet it did! So they did not only waste my time and my son and his friend's time that towed it up there with us and the money we spent to get it up there. Only to have to bring it back with us. Also they did something to the transmission while we were at dinner. My mom got there shortly before we got there and saw one of them driving it around the parking lot. When my son's friends went out to put it back on the trailer, they came back in to talk to the manager on duty because now the car kept popping back into park, it did not do this before we left it in their parking lot and went to dinner. He denied any wrong doing. This Carmax is a JOKE!!! Sellers and Buyers BEWARE!!!!! read more

I went online and got a quote for my deceased brother's vehicle. I had all the proper paperwork from the courts and complete payout information from the bank. I also had the title, registration, death certificate, and letter of testament from the courts. I was assigned a sales girl (under 25) that was wearing kaki cargo pants and was about as friendly as a bill collector. She looked up my offer number and said, "Yeah, here it is." When I explained to her what I needed, she looked confused and said she had to talk to the manager. When she came back, she said that her manager said it was corporate policy not to purchase vehicles from deceased people. I told her I had all the correct paperwork and researched, and yes, CarMax does perform these transactions. She just stared at me and told me to go talk to the manager. I looked over to where the manager was standing, and he was just staring at me. I knew where this was going, and my wife and I left. Our lawyer was the person that recommended us to CarMax. I have purchased many new cars over my lifetime and can honestly say if treated like they way we were, I would have run out the door. I have no clue what she was doing there as a salesperson as she was unprofessional, uninformed, and definitely not qualified and trained. As for the manager, not to even bother to come over and explain his perception of the corporate policy and look at the paperwork I had. This was absolutely the worst experience I have had in all my years of dealing with a dealership. read more

Thank you for making the car selling experience easy and friendly. The initial process on the app was very easy to use and also to make an appointment at a time convenient for me. The friendly service in person was outstanding and thank you to Nick, who went out of his way to help my Mom. The location is convenient and very open and spacious. I look forward to using your service for any future car needs. read more

I bought my Hyundai Sonata from CarMax back in March of 2017 after being referred here by a friend. I was initially pawned off onto a VERY inexperienced salesperson who knew nothing about cars or auto sales or human interaction. After demanding I be helped by someone else, all went more or less fairly well. A few things to keep in mind if considering buying from CarMax: - No haggle really means no haggle. I likely won't purchase from CarMax again for this reason, which I know sounds backwards. I just like the idea of trying to negotiate the best deal and that isn't what's going to happen here. If you are someone who HATES the haggling and negotiation of car buying, this is a great spot. It was perfect for me when I was in my early 20s and buying a car on my own for the first time. - They have their own in-house financing and approved me with a low interest rate (they obviously want you to finance through them which I think keeps the interest rate very competitive), which is fantastic. My car is paid off, but I had absolutely zero issues with payment throughout my time paying back the loan. The salespeople are mostly great, I think my initial poor experience was a one off. They have a really nice selection and easy means to filter through cars available on their website so you can go with an informed plan of attack. Car shopping is far from fun, but Carmax did make my experience pretty seamless after going through the pain of a car being totaled. Happy shopping! read more

Intended to sell my used SUV to Carvana, but ended up at Carmax instead. Glad we did. Their online offer was 25% higher than Carvana and they offered us that exact # when we brought vehicle in. Left that day with check in hand. Entire in-store process took about an hour. Would definitely go to Carmax again if we had vehicle to sell. read more

I bought a car at CarMax. I was treated very nicely both before and after the sale. It was an extremely pleasant experience overall. I had previously not seriously considered CarMax. They had a Lexus with the exact configuration I wanted at a good price, in perfect condition, and covered under the Lexus manufacturer bumper-to-bumper warranty - a no-lose proposition. In addition, they had a 30 day test drive - you buy the car, and you can bring it back within 30 days if you dont like it (within certain mileage limit). No other dealer does that that I know. I previously only regarded CarMax as a great choice for people who are looking for a higher mileage used car with the option to get an extended warranty just like a manufacturers extended warranty. For example, if you want a BMW/Audi/Mercedes out of the basic mfg warranty, this would be the only place you should buy it, because you can get the MaxCare extended warranty (and you should, if you are going to buy such a car - the CarMax MaxCare seems to be the only 3rd party warranty that actually pays - read reviews online). For a fee, you can have any car in their inventory transferred to Rochester from anywhere in the country. Recommended. read more

I've sold two cars to this CarMax location. Both times, the offers were close enough to the private party values of the car that it seemed worth skipping the hassle of a private party sale. The first experience was good, just lengthy. It was at the height of the used car craziness and I waited almost an hour just to talk to someone even though I had an appointment. There were delays getting the appraisal done and I was prepared for them to nickel and dime on every little minor scratch, but they didn't -- ultimately I got a check for the exact amount of the online quote. I just got back from selling a second car to CarMax and the experience was much smoother. I was greeted by Brayan as soon as I walked in, and I walked about a 30 minutes later with a check -- again, for the exact amount quoted online. Everyone I've spoken with at this location was friendly and as efficient as they could be. They make the car selling process streamlined and low stress. read more

Dystopian. I didn't know how Dystopian it was until I bought a car from Van Bortel and learned what a great purchase experience should be -- intimate, open, back and forth with people, talking on the phone with people. The Carmax experience starts out dystopian because you cannot talk to a person, but need to make an appointment online. You can't call the Carmax franchise in Henrietta NY and talk to someone. It continues dytopian because the only way to see a car is to give a phone number. (Fortunately for me, I gave an office number so I didn't get the calls until I was back in the office for a month.) It continues dystopian because you have to set up an account to make an appointment to see a car. You'll then be bombarded by emails, although closing the account was fast. If you wanna live your life online and want to set up an account just to see whether a car is for you, go for it. For me, it's dystopian. How much better to be able to call someone up and talk about a car before coming out? How much better to work with someone that you get to know? If you're familiar with online life and like it, well, trying a human experience might be better, but carmax might work for you. We did buy a car from Carmax in 2017 -- and I don't know how much the purchasing system has changed since then, but purchasing a car at VanBortel is like heaven compared to what Carmax was then. I went out to see a car at Carmax sometime in January 2025 -- my dystopian experience relates to that. We bought a car for a different driver from VanBortel -- Village Motors in Victor -- in February 2025. (That is, after seeing what a newer standard shift car was like at Carmax, I decided to keep my older manual car and stop looking, but another member of the family needed a car in February 2025. It's worth saying, too, I declined a test drive because I knew the car was not as good as what I had just by sitting in it) We had previously bought a car at Carmax in 2017. It didn't seem dystopian then but I didn't know what I know now and it may not have been as dystopian before they went all in on the only always-on always online lifestyle in subsequent years. Of course, online life may just make everything more dystopian! But not at Van Bortel Village Motors in Victor! read more

We sold a Chevy Cruze. Very straight forward, no hassle, competitive offer. Quick and painless experience. We were in and out with check in hand in less than an hour. read more

I bought a car on Carmax online. The financing option went very well with no real hassles (initially). What irked me from the start is the constant desire for them to send texts and then wanting to talk on the phone. I work during the day with 15 minutes for breaks. I don't have time to talk on the phone. Every single document that they asked for, I returned immediately. What was frustrating is that if a different associate besides the one I was talking to texted me, they never bothered to check to see what the last one had done. I had the car shipped from another state. It arrived to this location on 31 Dec 21. We scheduled for a 30-minute fast pickup on 3 Jan 22. I work 7 days a week so I had to schedule this all off in advance and find childcare so I didn't have to take my 4 kids on a total 7 hour 1-day trip. The day comes and they tell me the car isn't ready because they haven't gotten the emissions test (that takes 10 minutes) done. No one bothered to call and tell me this in advance. To be fair, pissed didn't cover how angry I was. I rescheduled for the following Sunday (again, that's a loss of income for me). On the way there, I get a text saying the insurance needed to be changed bc I selected the wrong financial place. Cool, got it. When we arrived for the 30-minute check out, I got the RUDEST associate you can imagine. Her name was Carletha. There was nothing but attitude rolling all off this female. It got to the point that I made my boyfriend come sit with me to check me if it was me being rude. He finally said no, it was her and she had the nastiest tone. She was fairly new. We could tell she gets flustered easily. Every time she would ask her co-workers for help, they would "politely" tell her to go to hell. It was pretty obvious she was rude to them too. I had checked and double checked to make sure I had done everything asked to make this go smoothly. They had not requested all the documents, didn't have any of the forms that needed to be signed ready, kept requesting additional stuff that I wouldn't be able to easily get to living 3.5 hours away - but I kept figuring it out quickly. After sitting there for 3 hours of what was supposed to be a 30-minute check out, a manager finally comes over to assist her. At some point, her demeanor changed quite a bit. I think someone spoke to her about it. An hour later, we were finally on the road. The next day, I received a call saying the financial place wanted additional information. One I could supply immediately (since I offered it before and Carmax refused to take it) and the other was a current bank statement for the month of Dec which wasn't fully available yet. I sent that to them on 14 Jan 22 and requested to know if they needed anything else. They ghosted me and I've never once heard a response. I have dealt with various Carmax locations throughout my adult life over the last 30 years. I'd never do it again. read more

The worst car buying and ownership experience EVER! CarMax sold me a 2015 Hyundai Tucson with 74,000 miles on it, but did not disclose that the vehicle had a faulty engine. I drove the car for just six weeks before the engine seized up and the vehicle lost all power. I had to have it towed at my own cost. I called CarMax for support or to at least honor the NYS LEMON LAW and they refused. They told me that I was on my own. They had my money and the sale of the faulty vehicle and they turned their backs on me. I am now making payments on a vehicle that is undriveable. I am considering legal action as well as contacting the NYS Attorney Generals office and the Better Business Bureau. read more

Carmax is very incompetent. We sold our car here and was told there's nothing we needed to do with the DMV. But they failed to inform the DMV of the sale and my license got suspended because the DMV thinks I still own the vehicle and I didn't have insurance coverage. When reaching out the Carmax, they never tried to help rectify the situation read more

I want to say that I TRULY appreciate Andrew & his manager Amy. They went ABOVE & BEYOND to get me my truck!!!!!!!!! Love you guys!!!!!!!

I've read some of the other reviews of CarMax, and have to wonder about attitude. If you expect to be taken advantage of, you will probably have a bad experience. My wife and I subscribe to the theory "Try nice first". It's served us well and did at CarMax. CarMax is not like any regular dealer. They post their best price and that's it. If you think it's fair, you'll buy, if not, walk. If you like the offer on your trade, accept it, if not, walk. I don't understand how people can complain about something that they controlled. I'm almost 70 and have worked in an auto dealership before. I've bought a few cars in my life and having worked in the field, I know how the deals are made. If you go to CarMax, you control the deal. You choose a vehicle. You get an appraisal, if you like it, accept it. My wife and I had discussed getting a new vehicle for several months. We were driving past CarMax and decided to give it a look. We discussed our needs with a salesman and he checked his inventory for something to fit our needs and budget. They gave us a fair price for our trade-in and it was a done deal. The most surprising thing was that they shopped for interest rates and found one that even our own bank couldn't match. The paperwork, insurance transfer, title search and new plates all came together in a couple of hours, and we drove off in our new SUV. When we got home, I discovered that the key for the aftermarket wheel locks was missing and the batteries in the electronic key fobs needed to be replaced. No problem, took it right over, they ordered new lug nuts and set me up with an appointment. They replaced the fob batteries and down the road we went. Personally, my wife and I have had a positive experience with CarMax. Remember, car dealers are NOT charity organizations. You can go and make the best deal you can or you can leave. You're in control. I suggest you try CarMax yourself and form your own opinion. I hope your experience is as good as ours. read more

CarMax - Our CarMax purchase. We couldn't be happier (unless it was free). - Used Car Dealers Near Me - Rochester, New York

CarMax has to be the worst car buying experience I have ever had. I believe they are falsely advertising cars. I had contacted them on a Friday for a car I saw in their ad. I had to wait over 20 minutes to speak to someone. The person was not helpful however I attempted to put a downpayment on a car located in another state. The associate told me no problem, the car was held for 72 hours under my name. The following day I tried contacting the associate and told she would call right back. Six hours later she texted me. I then tried calling again and spoke to another associate who was in Connecticut. He also told me the car was held for me and would be sending me the paperwork. The following day I called them yet again for the VIN number after speaking with my insurance agent, and they told me the car was sold to someone else. Personally I don't think the car ever existed. I have reported them to the State Attorney General's office and the Consumer Fraud Bureau. This false and misleading advertising needs to stop. read more

My boyfriend found a 2015 Volkswagen GTI coupe for me on. It was in Tennessee so I paid $450 to have it shipped here and it even came in nearly a week earlier than expected. The fact that the price you see is the price you pay is nice. My sales consultant Nicholas Olan was very helpful throughout the entire process from ordering to purchasing. My boyfriend and I agree this method of buying was easy and hassle free. This was refreshing after a terrible test drive experience at a dealership. read more

We just left CarMax with our new (to us) car. We were very pleased with how we were treated. Our sales person, Samuel Jelfo, was helpful, professional, and patient. He facilitated the transfer of our car from a different store, and everything went well. If you love to negotiate, this is not the place for you. There's no haggling on the purchase price or the trade-in price. We weren't thrilled with what they offered for our trade, but that's just how it goes; they're there to make a profit. Of course, we could have gotten more by selling it ourselves, but convenience comes at a price. We were impressed and happy with our treatment and would recommend CarMax and Samuel Jelfo again. read more

CarMax - Used Car Dealers Near Me - Rochester, New York

This experience was easily the worse I've ever had. Especially buying a car. The level of awfulness has nothing to do with Covid and everything to do with poor customer service all around. Back in Mid April, I had a Toyota Highlander sent from another state to Rochester, NY. After few weeks with no update-called and told it would be a few more weeks due to title issue. Then after a few weeks turned into months, I've made atleast 10 phone calls to initiate a response. Reached out to their Home office with no follow up on their end.. then they call at end of June. Good it's finally ready.. I come in and as I'm LITERALLY PAYING for it an associate -Josh- grabs the keys and starts showing it so some lady who's got nothing nice to say about it. If the car has been in your lot for months and you know it's reserved- WHY ARE YOU LETTING OTHER PEOPLE sit in it? My husbands upset and clearly I am too. The whole experience made it feel like no one cares one way or another. Rude, Inconsiderate, Unprofessional. I will tell everyone I know not to come here. So awful. read more

I will start out by saying I did not purchase a vehicle from CarMax, but I did sell one to them. I originally went to CarMax to get a baseline for where I should price my vehicle for private sale. The process was so easy! I went online and filled out a short form asking for an appraisal, then I was contacted via phone asking when was convenient for me, and I was told what to bring with me. I arrived at CarMax a little early and they had my name on a screen above the front desk showing I had an appraisal first thing that morning. It was a small thing, but it showed someone actually recognized I was coming. Let's be honest, it sucks to go somewhere (i.e. The doctor's office) and know you have an appointment but they make you check in and don't get to you until 30 minutes after the scheduled appointment. Sorry... tangent. Regardless, they knew I was coming and someone was with me immediately. The gentleman who helped me was named David and he was joined by a another guy named Brandon. They were personable and very pleasant to work woth. After a few quick questions, my vehicle was being appraised and I had about 15-20 minutes to look at vehicles on the lot. No one came out to bother me while i was out there. No pushy salesman telling me a certain vehicle was made for me; the only thing they spoke to me about was whether I wanted to test drive anything, and how much longer the appraisal would be. It was peaceful! The appraisal ended up being about $2000 more than I expected and it was a very fair price. On top of the price to buy my vehicle, they also offered me up to $880 off the taxes on a vehicle if I bought it off the lot. I received a quote for the vehicle and was told I have 7 days to decide what to do. Simple as that! No commitment to buy anything and it's not a trade-in; they actually buy your vehicle from you. I needed some time to think about it but I went back 7 days later and without any questuons, they looked at my quote and brought me back to start the selling paperwork. I signed my title over and within about 10 minutes, I left CarMax with a check in hand. I walked away in amazement at how easy and fair the whole process was. Great experience! read more

I don't usually do reviews but I thought that this is something very important so I am giving people a warning. It all started in 2012 when my wife and I bought a Jeep Commander from Carmax in Indianapolis. We had done some research and new what we wanted when we went there. The Jeep we looked at was reasonably price (right at KBB) for a Jeep with that millage and no damage. We were happy! Fast forward to January 2014 and addition of the sound of little feet. We looked to trade in the Jeep to get a Minivan for my wife. Carmax wasn't here yet so we went to another dealer. To our surprise we were informed that the Jeep had been in a major accident and had the rear end replaced. The dealer apologized but said they could only offer 50% of the KBB as they couldn't sell it on their lot. I was furious!! I contacted Carmax in Indianapolis and they said they needed me to take it to a Carmax center and have them inspect it. The closest one was a 600 mile round trip so I decided to wait until this one opened. A week ago my wife took it in and explained the situation. They stated that the service center was closed and they wouldn't be able to give an appraisal unless they were here. They wanted to make sure there was no frame damage. I asked them to just give me an appraisal as if it didn't have frame damage because that was what they were going to say any way (if it did have frame damage they would have to take it back). So I took an afternoon off and went back during the service department hours. Sure enough, no frame damage. So I thought I would get an offer of what KBB thought the trade in value was. NOPE! They already knew that no place else was willing to give me over 50% KBB so they offered 1K over the other offers (still 40% below KBB). I did not sell it to them. They have almost the exact same Jeep for sale for 8K more then they offered me (but I'm sure this one doesn't have major repairs). So only one of two things could have happened. They knowingly sold me a Jeep that had damage and didn't disclose it or they didn't know and there "125 point" inspection missed it. Either way, they will not make it right. GO TO A LOCAL DEALERSHIP THAT WILL STAND BY THEIR DEALS! read more

I was really surprised to see the negative reviews here. To be completely objective, I will say, I have had UNUSUALLY horrendous car-shopping experiences. Carmax was different. We went to this location twice. The first day, it was pretty close to closing time. The man that helped us was pretty disengaged and not particularly friendly. He was pretty unhelpful, unaccommodating of an injury that made it difficult for me to walk around easily, and didn't crack a single smile. Then we went back and met Cathy. She was the most amazingly helpful, patient, non-pushy car salesperson I have ever worked with. Naturally, I bought a car that day. My dream car that I think about in my sleep. I found the entire experience at Carmax to be very customer-friendly, laidback, and easy to navigate. There were no trite catchphrases, no "let me go see what I can get my manager to do..." no intense pressure to buy. From seeing my car to test driving two vehicles, applying for financing, finishing paperwork and getting on the road, the process took several hours (due to my own schedule I had to leave and return, which extended things, but it was definitely a long day), but it felt like a walk in the park compared to even 45 minutes at your traditional dealership. Overall, I was very pleased and would recommend this spot to absolutely everyone. Look for Cathy, she was a gem. After we got our car home, my husband was like "do you want me to see if I can get the Carmax sticker off?" And I said no, because I wanted people to know where I got my lovely new ride! Ps: Have I mentioned that I HATE car shopping? A near-rave review from me about anything related to cars or buying them says something big. read more

We took my husband's car which is in excellent condition almost brand new Passat 2013 with only 25000 miles on it!! Got an appraisal from a person called Shiela who appraised the car for 10,000!!!! This is absolutely ridiculous and absurd!!! I have sold my 2009 saturn with 85,000 miles for 7000$!! It's logical impossible that my husband's brand new Passat is worth this much! The middle man talking to us was in complete shock when he saw the appraisal she gave us and started mumbling!! It's a shame how a company like yours which was once a successful business has turned into a corporate scam!!! Zero rate and would never ever recommend any of the international students in the USA to come and sell their car here! Completely disappointed! I wish we never drove that one hour to get this BS of an appraisal! ZERO STAR!!!!! read more

This company is a joke. I was approved for a $10,000 loan however for every car offer they wanted $4,000 down. I specifically made it clear I had $1,500 to put down. Texting was useless. Rude and sarcastic. I say if you have money go to a dealer who wants your business. read more

The first word that comes to mind when dealing with this place is: PREDATORY. If you are not finance or car sales savvy, I strongly suggest bringing someone along to this dealership who is, if you still choose to give them your money and for the love of god, DO NOT PURCHASE THE EXTENDED WARRANTY. My boyfriend and I found ourselves without a car two years ago and he has a job with an unforgiving attendance policy, we could not do without a car. While I will say the salesmen were attentive and made us feel like we we're a first priority, they try and upsale you on everything and that's where we fell prey. We purchased a 2009 Subaru Outback that was over 100,000 miles- the salesmen who worked with us was really pushing the extended warranty. He played into our fears of having another car breakdown and not having a way to get to work, stated if we purchased the extended warranty, for a $50 deductible, we could have any repairs that qualified as "catastrophic malfunctions" (ie, the engine seizing ect) fixed. He stated it would cover us if anything bad would happen to the car, and since we're getting a loan to finance the car, what's an extra few thousand (yes, THOUSANDS) dollars to pay off? So, we went with it, understanding that we'd have to maintain the car in order for the policy to be approved. We've had this car for a little over two years. Just this year alone we have spent about $4,000 in repairs, and just this past Tuesday, our engine seized. We promptly had it towed to our mechanic. When we called Carmax to get info on the warranty, a young woman in the business office told me the warranty is actually fulfilled by a third party company, but she was kind enough to give me the number and policy number. She stated I had 60mos of coverage for up to 75,000 miles- great, I was feeling relieved that I bought this extended warranty, as we're only halfway into paying for this car and it's now undriveable. I called my mechanic and provided the phone number and policy number for the warranty, they called me back and stated the company had no record of us ever having a policy with them. Panicked, I called Carmax again, as we've definitely been paying for the extended warranty for the last two years. I was then transferred to the office manger, an older man who's name escapes me, who then gave me an entirely different phone number and policy number and stated I was only covered for 40,000 miles and started going on about how I'd have to prove I was taking care of the car, ect. I told him that's fine, as we're responsible car owners and take our car to our mechanic regularly and how our mechanic even stated that the engine seizing wasn't our fault, there was plenty of oil in the engine. It's been a couple of days since we've started this claim, and now the warranty company is having me pay $1,000 out of pocket ($50 deductible, right?) to have the engine ripped apart completely before they'll even approve to pay my mechanic to replace the engine. These people took an extra several thousand dollars from us on a policy they never had any intention of paying out. I am a disabled person living on a fixed income, and if I was educated enough to understand they have no intention of paying out on insurance they sale you, I would have just kept the extra money and had that to replace my engine today. I'm not sure what my legal recourse is, but my father has offered to help me hire legal counsel. I think I also may be contacting the NYS Attorney General to see if I have any legal recourse. read more

This is thee worst car sales shop I have ever been too! They took two weeks and kept telling every time I came in I needed a different document, I mean every time!! They approved me told me my payment then both times they said wait let me check something then came back with these ridiculous requests! I suggest you go someone else because the people there are horrible and just play with time and energy. Thank you for wasting my time!!! read more

Got a price on a Nissan Rogue and realized it didn't have a remote start. I called the next day for a price on a remote start with installation. The salesperson returned my call and quoted me a price of $1500. - $3000. Need I say more? Any other dealer would charge around $300. Don't trust them. read more

Wow... this place gets worse every time I go in. Had a terrible experience while trying to buy a car. So I asked to speak to a manager, my sales person got up walked over to the managers who were sitting at a desk doing what seemed to me was nothing to ask them to come speak with me. But the sales managers still refused to come over to talk to me. I bought a new Toyota across the street instead. Go here if you love having your time wasted. read more

Terry and josh are amazing, never felt more comfortable with a car salesmen than I did with her and him. No pressure, no haggle, nothing but friendly conversation. In regards to our vehicle itself, it's great! Right at KBB and our trade in was also just around KBB as well. So if you folks giving them a bad review about trade ins, obviously you don't understand corporate America and turning profits. read more

The online pay was super easy. Then nobody called... so I called repeatedly until I finally got through, made my arrangements. Showed up to my appointment, they were running a little behind, I forgot it's tax season cause that means nothing good to me... my agent was fantastic, Aryn... not sure I spelled that right. She was patient while I dealt with progressive over the phone. She got me through in a jiffy. This is my first ever car purchase, I've always paid cash for local used cars, from neighbors lol. Overall it was a positive experience, I'll be sure to update if that changes throughout my warranty etc... read more

we bought a beautiful For Edge (2016) - after warranty and 1.5 year driving - check engine light came on. 4 service stations found coolant leaking into engine. couldn't pass inspection. we've been paying for a Carmax Rochester NY that is sitting in our driveway. no help from Carmax Rochester. read more

They tried to rip me off. They offered me $4k for a 2010 4 Door Black Honda Accord LX-P automatic transmission with 95k miles in perfect condition. Are they serious? Do not trade in your car and do not sell your car to these people. They will low ball your car and sell it for 6k or 8k more than what they offered you. read more

Do not finance through them. Very high rates and they will call and leave voicemails every evening when it becomes close to your payment date. They leave a message asking to call them immediately. I have requested that they stop and they say they mark in the account not to call but they continue to fill my mailbox with messages read more