CarMax

I went online to set up a test drive on a Saturday (current day: Wednesday) since it had to be moved from one location to my preferred location. This process was very easy. I started receiving s (current day: Wednesday) since it had to be moved from one location to my preferred location. This process was very easy. I started receiving several text messages over the next couple days from the location wanting me to answer questions on trade-ins, financing, etc. They claimed this was to make the car buying process simpler, but it felt like pressure to agree to the purchase before I had even done the test drive of the vehicle. When I arrived for the test drive Ivan (Sales Rep) met with us and brought the car over for the test drive. The test drive went well except we noticed upholstery on the driver's seat was loose and was assured that this would have that addressed. Since we already had financing arranged, we agreed that we would be back in on Monday to sign the paperwork. On Monday, we were ushered to a desk and sign several items. Then they handed us the keys and walked us out to the vehicle. Upon getting in the vehicle, we noticed that the upholstery had still not been fixed and the Sales Manager (Cameron) noticed a loose trim piece on the driver's door handle that we had not noticed. Given that we did not want to take the car off the lot knowing the seat (which should have already been fixed) and now the door handle needed repair, we decided to leave the vehicle (Cameron stated they would get working on these things) and keep in touch to let us know when it would be ready. The initial quote was Wednesday (today was Monday) and that the Service Department would contact me on Tuesday to let me know the status. I did receive a voicemail from Sam in the Service Department. This is where issues began. You never get a person to answer the phone. Even having Sam's extension, it went to voicemail. I left 3 messages trying to reach him to find out what was happening without success. As a side note, if you call the CarMax Service Department main number without an extension, it too always goes to voicemail stating you'll get a callback in 24-48 hours. I find this to be a substandard level of service. I had to resort to texting Ivan (my sales rep) and he would walk over to Service to get Sam to call me back. Initially, Sam advised me that the seat was already repaired but they had to order a part for the door handle repair. I was told the part would arrive on Thursday and the door handle repair would be done either late Thursday or Friday. Again, I was told I would be called with the status. When Thursday came and I had not heard anything by noon, I attempted to call (voicemail) and then text Ivan and then he got Sam to call me back. When I wanted to know the status of the repair, Sam's words to me were "Oh, you must have misunderstood....it won't be ready today, but would be tomorrow because it had to be painted". Didn't know there was a paint process involved since I know nothing about car parts, but understood if that was part of the process. Sam said it would be done on Friday and he would call. Friday at about 2p, still no word from Sam. Tried to call (voicemail), then text Ivan and he had Sam call me back. This time the reason was that the paint wasn't dry to put the handle on. My response was, "Okay, so can I just come in on Saturday since it wouldn't be ready today?" I was told the Service Techs weren't working and it now will not be ready until Monday. I confirmed that if I came after work, Sam assured me it would be ready. (This will now be a week I've owned the car and still haven't driven it.) Moving forward to Monday, again no call. I called, got voicemail again, didn't text Ivan this time. Arrived at 5:10pm, had to wait for Sam (20 minutes), then walked us to the shop to show the handle was installed but painted the wrong color. Finally laid all this out with Fawaz, he listened, coordinated the handle fix for Tuesday and assured it would be ready. We finally left with the vehicle. More

I have purchased four vehicles from this dealership since 2006. My experiences have been so good that I don't price vehicles anywhere else. When it's time to buy, I look online, find a car, and go there to b 2006. My experiences have been so good that I don't price vehicles anywhere else. When it's time to buy, I look online, find a car, and go there to buy. When we found the car we purchase, I asked what was the "out-the-door" price. Aqua punched some buttons on her keyboard and showed me the final price. I came back two days later with a cashier's check and left with a car. Easy peasy! You don't use any of the "shell game" tactics other dealers use. Thank you for the excellent service. More

They made a stressful event right. I appreciate all there help. I had my car for less then 24 hours and the light came on. They helped in all ways and I appreciate it I appreciate all there help. I had my car for less then 24 hours and the light came on. They helped in all ways and I appreciate it More

I took the vehicle I purchased to my mechanic to verify no frame or flood damage. There is no frame or flood damage on the vehicle I purchased! My RAV4 Sport looks like new and drives like new! Thank yo no frame or flood damage. There is no frame or flood damage on the vehicle I purchased! My RAV4 Sport looks like new and drives like new! Thank you, CarMax. More

This was the most pleasurable experience buying a car ever. Fast and efficient and just all around amazing experiences ever. Fast and efficient and just all around amazing experiences More

Easiest car buying experience I have ever had. Salesman was very professional and took care of any problems with the vehicle. Salesman was very professional and took care of any problems with the vehicle. More

Our purchasing experience at CarMax Fort Worth was simple, straightforward, and hassle-free. The staff was helpful throughout the process, and we felt that our 2025 Lincoln Nautilus was a good deal. O simple, straightforward, and hassle-free. The staff was helpful throughout the process, and we felt that our 2025 Lincoln Nautilus was a good deal. Overall, we really like the vehicle and hope to keep it. However, shortly after bringing it home, we discovered a few concerns that made us question whether the vehicle received a complete inspection and detailing before delivery. The biggest issue is an oil-based odor or residue that appears to have soaked into part of the carpet or upholstery. We hired a professional detailer at our own expense to steam-clean the seats and carpets in hopes of removing the smell. We understand the vehicle had arrived from Illinois less than 24 hours before we purchased it, so there may not have been enough time to fully prepare it. We also noticed that the oil-life indicator was at only 28%. The oil appeared brown and looked like it was due for a change. In addition, the windshield washer fluid reservoir was completely empty. These items left us concerned that the vehicle may not have received a thorough pre-delivery inspection. We have also been unable to locate the factory five-digit keyless-entry code. A member of the finance team tried to assist us, but we could not find the code card or any documentation containing it. The vehicle is being taken to Lincoln so these items can be addressed. Our main concern remains the odor. We are hopeful that the professional cleaning resolves it, but if it does not, we may have to consider returning the vehicle. The buying process itself was easy and pleasant, and we appreciate the assistance we received from the CarMax Fort Worth team. We are hoping CarMax will work with us to resolve these post-purchase concerns and possibly assist with the detailing expense. More

They were very good. We waited a little while to get with a salesperson but when we did, it went great. We waited a little while to get with a salesperson but when we did, it went great. More

Everything was smooth and easy and the representatives at the dealership were all really awesome the dealership were all really awesome More

Gather round, future car buyers, because I have a tale. Pour something strong. I saw my dream car — a BMW Z4 — advertised twenty minutes from my house at CarMax Texas Stadium in Irving. I came, I saw, I Pour something strong. I saw my dream car — a BMW Z4 — advertised twenty minutes from my house at CarMax Texas Stadium in Irving. I came, I saw, I financed. Walked out a happy man, ready to sing CarMax's praises from the rooftops. The car failed within 48 HOURS. It then sat in their service bay for OVER A MONTH. What followed was six weeks of being ignored, passed off, and ghosted; six weeks of manufactured deadlines designed to pressure me; six weeks of being told the part I needed was on worldwide backorder with no timeline whatsoever. Plot twist: I — a guy with Google and a working phone — found the part myself, at a parts supplier in Washington State. I was told, essentially, to stop being silly and let the grownups who know the car biz keep looking. Then that same unfindable part magically materialized in the hands of Will, the service manager, WHILE I WAS ON THE PHONE WITH HIM. The BMW Continuum works in mysterious ways, apparently — mostly when a customer starts quoting Texas consumer protection law. And Will's grand finale, after six weeks of this circus? It might maybe possibly be done tomorrow. No commitment. No apology. A wishy-washy shrug at the finish line of a marathon THEY made me run. So I asked for the bare minimum gesture of goodwill — a year of oil changes, or a second key so I could actually program my own car. Oh, only Caleb, the general manager, can approve that. Great, let me talk to Caleb. Caleb's on vacation. We don't know when he's back. The buck stops nowhere. It just goes on holiday. Their legal team? Took TWO WEEKS to respond, only to hand me the exact same answer they'd given two weeks earlier. That's not diligence, that's a stall tactic with a law degree. And the damage isn't just time. Because they sold me a car that immediately died, I had to explore other financing — credit pulls that hurt my score so badly that CarMax's OWN finance partners then told me my credit was no good. No good for a new loan, but perfectly good enough to keep making payments on the broken car they sold me. Make it make sense. One genuine bright spot: Paola in Customer Relations at the home office, who fought for me inside a machine seemingly designed to prevent anyone from helping anyone. She deserves a raise and hazard pay. She is a hostage of the same siloed dysfunction the rest of us are — a company where no one can authorize anything, everyone defers to someone unavailable, and departments refer to each other as outside partnerships. That's not a business, that's a hostage situation with a logo. I spent my career running customer operations for companies on three continents. I know what good service looks like. I know what broken operations look like. This is the latter, wearing the former's name tag. My car is allegedly, maybe, possibly fixed. My complaint is not. If you shop here: document everything, know your rights under the Texas DTPA, and pray your car doesn't break — because if it does, you'll need the patience of a saint and the persistence of a debt collector to get anything resembling accountability. One star, and honestly, that star belongs to Paola. More