Complaint Review: CARMAX

Purchased a vehicle from Carmax in Plano, TX, I had the car picked out before going and called in advanced to have them get the paper work  ready as I had the financing taken care of on my end.  Even giving them all this advanced warning it still took about 6 hours to actually buy the vehicle. Key FOBs did not work, took two weeks just to get a response as to the status of the one I gave them and still 6 mos later have not received it back.

I have owned the vehicle for 6 mos and have two mechanical issues arise and dealing with Carmax Service Department is like pulling teeth, they will refuse you service if you do not have an appointment. They will not fix anything on your vehicle without charging you through the roof all for you to have to deal with absolute nightmare.

The first issue took 2 days to replace a PCV hose which should have take 30 min.  The second issue they refuse to address and fix unless I pay almost $500 for a $150 part that takes less than 2 min to do.  I have tried contacting corporate, Lynn Mussatt, but the entire executive will not respond at all to any form of communication and instead send you to a customer service department that is worse than the dealership.  Will not call when they say they will etc.

Bottom line Carmax will say they check out the vehicles they sell but all they look for are salvaged titles, they do not really check over cars.  If you do buy a car and have to have work done save the trouble and go somewhere else as Carmax treats their customers like cattle herd them in and move them out.

My recommendation do not buy a car from CarMax period, they are very proud of themselves but the truth is they are incompetent with an executive team that is unresponsive and cold, this is a company with no morals, no community support and who offers perhaps the worst customer service I have ever experienced.