CarMax - Austin

I rarely leave negative reviews, but this experience deserves one. My wife and I visited CarMax North Austin (Store #7154) looking for a replacement vehicle as hers was totaled by an uninsured driver. deserves one. My wife and I visited CarMax North Austin (Store #7154) looking for a replacement vehicle as hers was totaled by an uninsured driver. We found a 2021 Ford F-150 advertised as an XLT. The previous owner had removed or replaced the factory trim badges, so there was no obvious way to identify the truck's actual trim level by looking at it. Our salesperson, Colby, was outstanding throughout the process. This review is not a reflection of him. He was professional, and genuinely tried to help every step of the way. When the truck became available, we test drove it and purchased it using CarMax's "3 Days Free" financing while waiting for our credit union to reopen. During the paperwork, CarMax's system showed no open recalls, but I checked the VIN on the NHTSA website and found two open recalls. Because they were minor, I didn't pursue the issue. The following day I contacted Ford about purchasing a second key. After providing the VIN, Ford informed me the truck was not an XLT—it was an XL STX. That also explained why several advertised features, including remote start and other options, were missing. Ford also confirmed the same two open recalls. I checked the CarMax listing again, and it still advertised the truck as an XLT with XLT-specific features. My wife compared pricing and found comparable XL STX trucks with 20,000-30,000 fewer miles selling for $4,000-$6,000 less, while actual XLT models were selling for about what we had paid. We didn't return the truck because it lacked certain options. We returned it because we paid XLT pricing for a truck that wasn't an XLT although advertised as such by CarMax. Colby presented everything to management, Adam McCabe, we requested a price adjustment that reflected the truck's actual trim level. Management offered only $500, leaving us no choice but to return the vehicle. Colby handled the return professionally, as did Alex in the business office. Unfortunately, our experience with Adam was very different. We had made a $10,000 cash down payment and were told we'd receive a refund in 7-10 business days. After contacting CarMax Corporate, we learned the process could actually take up to three weeks and that the sales manager could have requested an expedited refund, something that was never offered despite us explaining we needed the money to purchase another vehicle in the next day or two. Throughout these discussions, every request was met with "policy." There was no meaningful effort to resolve a problem that originated with the dealership. Mistakes happen, and I understand that. CarMax acknowledged the error but refused to work with us on the price appropriately, otherwise we almost certainly would have kept the truck. What concerns me most is that after returning the vehicle, I checked the online listing again. The mileage had been updated to reflect the miles we drove before returning it, meaning the listing had been edited. However, it was still advertised as an XLT, even after multiple employees and management had been informed that it is actually an XL STX and they acknowledged it. At that point, it becomes difficult to view this as a simple oversight and makes me wonder if they are just being deceptive. I sincerely appreciate Colby and Alex for the professionalism they showed throughout this experience. Unfortunately, management's handling of the situation overshadowed their efforts, and because of that I cannot recommend this CarMax location. More

This was my 3rd purchase at CarMax. Unfortunately, this experience was not as good as the others I've had. The GOOD: CarMax has access to many different cars so options are broad. I app Unfortunately, this experience was not as good as the others I've had. The GOOD: CarMax has access to many different cars so options are broad. I appreciate not being pressured to buy a certain car. I found what I was looking for and it needed to be shipped so I paid for that shipping. NOT GOOD: The estimate of when my car should arrive was not even close to being met. We're talking about 2 weeks later than the 2 week window originally stated. This impacted my plans to trade in my car, etc etc. I would've been much more understanding had the communication been reasonable. It wasn't. They did offer to refund the shipping cost but that didn't make up for the lack of communication. I had to call several times and got different answers from different people. No one seemed to know or take ownership of any part of it. When the car finally arrived, I recieved a text from someone saying they'd "take me the rest of the way" through the sales process. I made an appt. Showed up and that person wasn't even there. I got a different person to complete the sale but... come on CarMax. You can do better. I didn't feel valued or appreciated AT ALL. To be honest, if I'd have been able to find another car with the same interior/trim elsewhere, I would have bought elsewhere. Not a good experience. More

Lynn and the rest of the CarMax team were very helpful. We looked at a lot of options (after deciding against the car we originally came in to test drive) and everyone was very kind and patient. There were We looked at a lot of options (after deciding against the car we originally came in to test drive) and everyone was very kind and patient. There were a couple of issues with the online system (trying to submit documents and complete the financing decisions was a confusing and and error-message-filled pain) but none of that is the fault of the dealership. Everyone we met and our entire experience at the dealership was great. More

Absolutely loved Quen! He was able to let me know if I was approved for my Bronco before I came in. Was super helpful in getting a lyft and working around my hectic schedul He was able to let me know if I was approved for my Bronco before I came in. Was super helpful in getting a lyft and working around my hectic schedule. Finally found my car guy and will be referring everyone to him! Thanks Quen More

This place is great! I highly recommend this establishment to buy a car for a good price! The team is great. I highly recommend this establishment to buy a car for a good price! The team is great. More

I reserved the vehicle and had it shipped in from a Houston CarMax. Jessica met me for the test drive and the vehicle was what i was looking for. She made the purchase smooth and answered all of my q Houston CarMax. Jessica met me for the test drive and the vehicle was what i was looking for. She made the purchase smooth and answered all of my questions. I traded a vehicle in and financed the remainder. This is the second transaction Jessica has helped me through this year. I will use this CarMax again. Enjoy their business model. Feels fair, reasonable and low pressure. More

From the greeting at the door to the trade-in offer to the test drive and the sale ... the total experience was awesome!!! We have purchased two vehicles from CarMax and added the MaxCare extended warrant the test drive and the sale ... the total experience was awesome!!! We have purchased two vehicles from CarMax and added the MaxCare extended warranty on both of our vehicles! We plan to purchase a third vehicle for our teenage daughter because my wife and I have really enjoyed purchasing from CarMax! More

I reserved the truck and had it shipped in from another Texas CarMax, I got pre approved for financing before picking this vehicle, the finance terms were competitive and actually varied considerably depe Texas CarMax, I got pre approved for financing before picking this vehicle, the finance terms were competitive and actually varied considerably depending on the vehicle, went for the sensible Honda, my credit is not perfect but the rates were better than most. The vehicle was on time, I explained my situation to Sandeep, I took the vehicle for a 24 hour test drive, Filled out the online paperwork to purchase the vehicle Returned the next day. Had the vehicle prepped for sale while I signed the paperwork, drove of in my new (gently used) vehicle. Total time taken at the dealership over 2 days was about 3hrs Honestly probably the best car buying experience I have ever had and I’ve had a few. Sundeep was great, no pressure just the facts and no surprises. 10/10 More

Everyone was really friendly and my sells manger Madison was super helpful. She got everything ready so when I got there it was streamline. And she was knowledgeable about the car I was buying. I'm tell eve was super helpful. She got everything ready so when I got there it was streamline. And she was knowledgeable about the car I was buying. I'm tell everything that's in the market to buy a car to go to carmax More

Terrible experience. Will not shop there again. Firstly, my transfer was delayed, and I was told I would receive a refund of the cost for this. This has not happened. I r Will not shop there again. Firstly, my transfer was delayed, and I was told I would receive a refund of the cost for this. This has not happened. I reminded my salesman and he said he had submitted it. Never received it! Secondly, the traction warning light came on after driving for a week and the vehicle would not start. Carmax towed it and performed 3 diagnostics in trying to figure out why the code would not clear. They could not clear the code. I asked for the details and did some research. Turns out it was the brake light switch which fortunately was a $25 part. I am not a mechanic but changed it out in 20 minutes and low and behold the problem was solved. Why on earth was Carmax not able to figure this out I will never know. If I ever get my $100 refund, I may recommend but until then.........stay away from this place! More